ComplaintsforGurnee Volkswagen

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Tiguan from Gurnee VW on 2/3/23.During my purchase, the dealer told me that one of the car remotes was broken, but what they did not tell me was the second key was for a different vehicle, and will physically not work with the vehicle I purchased.Assuming this was a mix-up, I followed up with their team, they will not help to resolve the issue. The ** of the dealership will not call me back.I am requesting that Gurnee VW reimburses me for the cost of a new key.

  

  Business response

  02/16/2024

  I apologize for any inconvenience caused by the recent duplicate key mix-up at Gurnee Volkswagen.
  
  Please be advised that Gurnee Volkswagen is now under new management, and we are actively working to enhance our processes to prevent such occurrences in the future. Your satisfaction is our top priority, and we deeply regret any inconvenience this may have caused.
  
  To address the matter promptly and to ensure that you receive the assistance you need, I kindly ask you to reach out to our new General Manager, *****************************, at ************. ******* is committed to resolving this issue and providing you with the necessary support and solutions.
  
  ******* will be more than happy to assist you in obtaining the correct key and addressing any concerns you may have. We appreciate your understanding and patience as we work diligently to rectify this situation.
  
  Thank you for bringing this to our attention, and we look forward to the opportunity to make things right for you.

  Thank you,
  ***********************

  HR Director

  ****************************

  Customer response

  02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I called the ** a few times this week and left a few voicemails but I was never was able to reach him. However, the salesperson I worked with has reached back out to me and is now able to cut me a new key for the vehicle. I will be going back to the dealership next week to get the key.

  Sincerely,

   ***********************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle at this dealership and bought an extended warranty that covers any mechanical or electric issue. The vehicle has been sitting at the dealership for over a month now the dealership is not holding their end of the contract because my issue is a transmission problem. They are not wanting to pay because of the amount it would cost the business they sold me a warranty that doesnt exist for my vehicle.

  

  Business response

  02/16/2024

  I apologize for any inconvenience or dissatisfaction you may have experienced during your recent interaction with our services.
  
  Your satisfaction is of the utmost importance to us, and we take your feedback seriously. To address your concerns and explore potential solutions, our Regional Fixed Operations Director, ***********************, has been informed of your situation and is eager to connect with you. **** is well-versed in addressing customer concerns and is committed to finding a resolution that meets your expectations.
  
  **** will be reaching out to you directly to discuss your experience, gather additional details, and work collaboratively with you to find suitable options. We value your feedback and appreciate the opportunity to make things right.

  Thank you,
  ***********************

  HR Director

  ****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/5/24 I purchased a car from this dealership. There was a $2,000 charge on there. I asked them what it was. They told me that it was an Audi inspection. They said that before they can even sell the Audi, it needs to get inspected by Audi. Took out a loan, had the car less than 5 days, leaking oil everywhere. I have video of it. Sunroof broke, rattle under the car but now I paid for a car I didnt even drive 150 miles and its not in my possession.

  

  Business response

  02/15/2024

  I apologize for any inconvenience you may have experienced with your recent interaction at Gurnee Volkswagen. Your satisfaction is our top priority, and we deeply regret any inconvenience or frustration this may have caused.
  
  To address your concerns and ensure the proper inspection of your car, we would like to invite you to schedule a service appointment with our dedicated team. Our skilled technicians at Gurnee Volkswagen are ready to thoroughly inspect your vehicle and address any issues you may have encountered.
  
  To schedule your service appointment, please contact our service department at ************. Our team will be more than happy to assist you in finding a convenient time for the inspection and any necessary repairs.
  
  Your feedback is important to us, and we want to make sure we address any concerns you may have. We appreciate your understanding and the opportunity to rectify the situation.
  
  Once again, we apologize for any inconvenience you may have experienced, and we look forward to the opportunity to provide you with the excellent service that you deserve.

  Thank you,

  ***********************

  HR Director

  ****************************

  Customer response

  02/19/2024

   
  Complaint: 21157831
  
  I am rejecting this response because:
  My car has been in your shop for over 30 days. I have now found out that the Audi inspection I paid extra for was actually a lie and have been seeking legal counsel. 
  Sincerely,
  
  ***********************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2014 Cadillac CTS on December 20, 2023. The price was advertised as $14,500, but upon signing We noticed a lot of charges that was added on like: upholstery cleaner for $500, smart driver for $2500 and some other charges. They stated that we were required to get it in order to get approved, which was not true. Later that day we noticed that the entire electronic touch screen was not working, making it impossible to. We took the car back a few days later because the right front shock broke. We attempted to speak with the original finance guy but he was no in. So they asked another finance guy to speak with us. As I entered the room I greeted him very respectfully..he did not even acknowledge me, he continued to type on his computer. So I asked him can hear me and he responded very rude and continue to say he couldn't help us. He waved us out of his office like we were Garbage. I asked him why did he invite us in to help us, but instead he used us as his punching bag for the day. I have never felt so humiliated in my life. Upon speaking with the saleslady, she stated the the car came from the Auction and was in an accident. Then to make matters worse, I went out of town to see my sister in Lafayette, IN, which is 2 hours. Well, the car started smoking, I had to sit on the side of the road with my 89 yr old mother who has dementia, in a cold car. I had to try to keep my mom calm, while the car is smoking and cold. Finally my nephew came to get us and we went to a hotel, which was money. I had to rent a car to come back home. This has caused me a lot of distress in addition to trying to keep my mom calm. My husband has tried contacting them via email and phone, but he hasn't gotten a response yet. We feel that they took advantage of u, I worked very hard to build my credit up because I wanted to get me a nice car.

  

  Business response

  02/16/2024

  I apologize for any inconvenience you have gone through.
  
  Please be advised that Gurnee Volkswagen is now under new management, and we are actively working to enhance our processes to prevent such occurrences in the future. Your satisfaction is our top priority, and we deeply regret any inconvenience this may have caused.
  
  To address the matter promptly and to ensure that you receive the assistance you need, I kindly ask you to reach out to our new General Manager, *****************************, at ************. ******* is committed to resolving this issue and providing you with the necessary support and solutions.
  
  Thank you for bringing this to our attention, and we look forward to the opportunity to make things right for you.

  Thank you,
  ***********************

  HR Director

  ****************************

  Customer response

  02/20/2024

   
  Complaint: 21115643
  
  I am rejecting this response because:We still want the car but they are an extra $4000 to the purchase price which is unfair.
  
  Sincerely,
  
  *******************************

  

  Business response

  03/29/2024

  Gurnee Volkswagen would like to extend our sincerest apologies for any dissatisfaction you experienced during your recent visit to our dealership. Your feedback is incredibly valuable to us, and we are committed to ensuring that every customer leaves our dealership completely satisfied.

  We understand that your experience fell short of your expectations, and for that, we are truly sorry. Please know that your concerns have been taken seriously, and we have implemented measures to prevent similar issues from occurring in the future.

  I am pleased to inform you that we have a new General Manager, *********************************, who is dedicated to ensuring the highest level of customer satisfaction. ****************** has personally reached out to address your concerns and has facilitated the trade-back and repurchase of your car to ensure a satisfactory resolution.

  Your satisfaction is our top priority, and we want to ensure that you feel valued and appreciated as a customer of **********************. If you have any further questions or concerns, please do not hesitate to reach out to ****************** directly at ************.

  Thank you,

  ***********************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 23, 2023, My daughter and I purchased a vehicle from Gurnee Volkswagen. Although the vehicle was not advertised with defects, the dash leather was damaged. We purchased the vehicle after *************, Sales Manager provided a WE OWE document confirming that GV would fix the dash. We left the vehicle at the dealership and maintained communication with the sales person ********************* who informed us their attempted repair further damaged the dash because the glue used ate through the leather instead of affixing it to the dash. On September 30,2023 we retrieved the vehicle only after we were given a 2nd WE OWE confirming GV would fix the dash. After numerous calls, on November 8, 2023, ***** informed us the leather cover had not arrived but ************* agreed to pay $850 of the $1500 it would cost to repair the dash by a local vendor that I obtained. On November 20th no payment was received so we took the vehicle to the vendor to seek restitution. ***** informed us no check was forthcoming and the offer had been rescinded by ***************************, Finance Manager. I spoke to ******* who was insulting screaming "All you want is money!" He yelled and over talked us refusing to listen or reason. He informed us **** was no longer employed and they would only pay $675 after I signed away my rights on their Hold Harmless Agreement. I refused to cower to his bullying tactics and informed him I would contact the BBB. On December 3, 2023, I sent a certified letter and emailed *************************** and *********************, General Manager with proof supporting this claim. Neither have responded and are not abiding by written agreements signed by their sales manager. I could not upload the photos but would happily email should you need them. Thank you

• Initial Complaint

  11/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/13/23We saw an Audi online listed for $16,500 we went to see the car and realized it was no haggle. We said we wanted the car and they came back with a quote adding on a gps package ~$500 and a leather care package ~$1500. I said o wanted neither one and just the car. The salesman claimed no manager was available to approve the sale. I explained my mother was in the icu and I also needed to go to the bank to get a cashiers check as we were paying cash. I told the salesman ***** that I needed to see my mom and get to the bank before close and that I would be back around 7 with my son to pay for and pick up the car. ***** advised he would text me the final amount as soon as he got it approved. This was at approximately 11am. He assured my 19 son who the car is for that the car would not be sold and it would be there later that evening for pickup. I attempted to call multiple times, I spoke to ***** once several hours after I left and he said hed call me back in 15 min. He never did. I called multiple times, asked for a manager and had to leave a voicemail. My husband attempted caking through the arrive department as the main line kept going to voicemail.we were told ***** was on a test drive, waited on hold for 25 min and still ***** was unavailable. We never got a call and then it was after 5pm, banks closed. My cal was never returned by the salesman or manager even the next day. My son called and was told we were asking for too much off the car. We had originally asked for one spot to be fixed or $500 off, that was when we were told it was no haggle and agreed to pay the $16,500 with no additional add one. Their website even has a picture of the car stating fair prices and no mandatory additional packages required. The car still shows for sale and yet no one ever contacted us to finalize the sale. Im concerned that they chose not to sell us the car as they saw my Simss sign of *************** necklace and ****** sticker on our other car. Can they refuse a sale??

  

  Business response

  12/27/2023

  We appreciate your interest in purchasing a vehicle from us, and we want to ensure you are aware of the efforts we have made to accommodate your preferences.
  
  Our team is committed to providing a transparent and customer-centric experience. I understand that during your recent visit, you expressed a desire to purchase a vehicle without the RecovR and NanoArmor options. In response to your request, our sales representative promptly provided you with an out-the-door number that excluded these additional features.
  
  Regrettably, on that same day, another customer visited our dealership and finalized the purchase of the vehicle you were interested in. Understandably, this may have been disappointing, and we sincerely apologize for any inconvenience.
  
  In the wake of this, we have made several attempts to reach out to you with alternative offers and deals that we believe would align with your preferences. We value your business, and our goal is to ensure you receive a package that meets your expectations.
  
  However, despite our multiple attempts, it seems we have been unable to connect with you. We understand that circumstances can vary, and we respect your time. If there are specific aspects of the deal or vehicle preferences that we are unaware of, we would appreciate the opportunity to discuss them with you and tailor an offer to better suit your needs.
  
  Please know that your satisfaction is of utmost importance to us, and we remain committed to providing you with the best possible service and options. If you have a moment to spare, we kindly request you to reach out to our team. We genuinely value your business and would appreciate the chance to further explore options that align with your expectations.

  Thank you,
  ***********************

  HR Director

  ****************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased AGGI warranty Aug 15th, 2022, Oct 2022 received letter stating that there was an error with the contract form, I called Gurnee Volkswagen talked to *********************** in the finance department was reassured that the correction had been made and I was all set. I called AGGI to ask a question about my warranty on Friday July 21st and to my surprise my contract was never corrected there for all this time I wasn't covered yet I paid $5295.00 and wasn't issued any refunds nor was I informed. This is the second issue that I've had with Gurnee Volkswagen please refer to Complaint #********. At this time, I am requesting a full refund of the amount paid. I have called and left a voice message and have not received any response, I have also sent an email to *********************** without any response. AGGI Warranty contract number: DAR01111997

  

  Business response

  08/02/2023

  First and foremost, I want to express my sincere regret for any inconvenience you may have encountered while seeking assistance at our dealership. Providing exceptional customer service is our top priority, and we acknowledge that we failed to deliver on this occasion. Rest assured, your feedback is invaluable to us as we constantly strive to improve our services and provide the best possible experience for all our customers.
  
  To address your concerns, I would like to assure you that our team is already taking the necessary steps to prevent similar situations from happening in the future. We are conducting additional training sessions to reinforce our commitment to customer satisfaction, and we will be closely monitoring the quality of service provided to ensure that this does not recur.
  
  Regarding your warranty, we understand that you may want to cancel it due to the unsatisfactory experience you had. To initiate the warranty cancellation process, kindly visit our website at www.banyansmart.com/cancel. The webpage provides a step-by-******************* to help you through the process.
  
  Once again, I extend my sincere apologies for the inconvenience you faced, and I want to assure you that we are committed to making every effort to regain your trust. We genuinely value your business and hope to have the opportunity to serve you better in the future.

  Thank you,

  ***********************

  HR Director

  Customer response

  08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have completed the cancellation request for refund, If there is issues with the refund process is there direct contact information that can be provide?
  
  Sincerely,
  
  *************************

  Customer response

  10/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: in regard to complaint ******** / ********, business has still not followed through with the refund as agreed. I have completed the Product Cancellation Form back on August 4th 2023 and waited the 60 days as required still with no refund. Please advise as to next steps.
  
  Sincerely,
  
  *************************

  

  Business response

  12/27/2023

  Firstly, I want to extend my sincere apologies for any inconvenience you may have experienced during this process.
  
  Your satisfaction is of the utmost importance to us, and we are committed to ensuring that your concerns are addressed promptly and effectively. In light of this, could you please confirm whether you have received confirmation of your warranty cancellation?
  
  If you have successfully completed the cancellation process, we want to ensure that all aspects of the transaction are in order and that you have received the necessary documentation. On the other hand, if you have encountered any challenges or if there are outstanding issues, please let me know immediately so that I can rectify the situation.

  Thank you,

  ***********************

  HR Director

  *****************************

  ************

  Customer response

  01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as I have recently received my refund check 12.28.2023 (still waiting for it to clear). Although I am very disappointment that it took for me to send a certified letter informing them I was in the process of filing a claim case against them in order to get any action taken. I hope that all parties involved in this matter have been reprimanded starting with the rude girl that answers the phone to the salesperson, GM, and finance department. I started this back in July of 2023 and it should have been handled in Oct 2022 when it first was brought to their attention. Needless to say, I will never return to this dealership again nor will I refer anyone. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Gurnee Volkswagen used a VSC scam against me. *** contacted GM, finance manager and corporate headquarters. Received no response. The finance manager added four vehicle service contracts totaling over $6000 without my knowledge or consent. These items were forced into the finance contract which was electronically signed. My agreement was to purchase, tax, title, license and dealer documentation fees. I sent an immediate notice of cancellation once the fraud was discovered. Phone calls not returned, emails ignored, priority mail received and ignored. A refund would solve the issue(s)

  

  Business response

  08/02/2023

  First and foremost, I want to express my sincere regret for any inconvenience you may have encountered while seeking assistance at our dealership. Providing exceptional customer service is our top priority, and we acknowledge that we failed to deliver on this occasion. Rest assured, your feedback is invaluable to us as we constantly strive to improve our services and provide the best possible experience for all our customers.
  
  To address your concerns, I would like to assure you that our team is already taking the necessary steps to prevent similar situations from happening in the future. We are conducting additional training sessions to reinforce our commitment to customer satisfaction, and we will be closely monitoring the quality of service provided to ensure that this does not recur.
  
  Regarding your warranty, we understand that you may want to cancel it due to the unsatisfactory experience you had. To initiate the warranty cancellation process, kindly visit our website at www.banyansmart.com/cancel. The webpage provides a step-by-******************* to help you through the process.
  
  Once again, I extend my sincere apologies for the inconvenience you faced, and I want to assure you that we are committed to making every effort to regain your trust. We genuinely value your business and hope to have the opportunity to serve you better in the future.

  Thank you,

  ***********************

  HR Director

  Customer response

  08/11/2023

   
  Complaint: 20343488
  
  I am rejecting this response because:

  My original intention was to secure the vehicle with dealer financing and immediately refinance with Consumers CU. Due to the fraudulent VSC I can not refinance. For two months I called, emailed, sent letters only to be ignored. During that time the fraudulent VSCs were being charged 18% interest. According to the cancellation policy it could take an additional 60 days before a credit is made to the lien holder. So we have $6000 in fraudulent VSC charged 18% for four months. The loan is accruing interest that would have been refinanced. Finally, the cancellation link only clearly indicates two VSCs by name. I used the general VSC as the third item although I can not confirm it matches the **** VSC as stated. I found no cancellation option for the Recovr GPS. When a sincere, precise and equitable resolution is made I will accept a resolution. 
  
  Sincerely,

  
  
  *********************, Pro Se

  

  Business response

  09/28/2023

  I'm writing to inform you that the warranty cancellations you requested have been successfully processed.
  
  I understand the importance of a seamless warranty cancellation process and want to assure you that we have taken all necessary steps to ensure that it was carried out efficiently and accurately. Our team has worked diligently to facilitate this process, and we appreciate your patience throughout.
  
  Should you have any further questions or concerns regarding this matter, please do not hesitate to contact our *********************, General Manager, at ************ or *************************************.
  
  Once again, we sincerely apologize for any inconvenience this warranty cancellation may have caused. We value you as a customer and appreciate your understanding.
  
  Thank you for choosing our products/services. We look forward to serving you again in the future.

  Thank you,
  ***********************

  HR Director

  ****************************

  Customer response

  10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A check for the hard money refund has been received by ***** I have been given assurances that the lien holder also will receive a refund of the disputed VSC(s). This amount should appear on a future statement from GM Financial. If these statements are factual the complaint has been satisfied. Having no evidence of the refund to the lien holder I hereby release Gurnee VW from all financial liability unless of course the lien holder cannot at a future date confirm the receipt of aforementioned refund. 
  
  Sincerely,
  
  *********************, Pro Se

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I received the 2016 Mustang I purchased from Gurnee Volkswagon I seen paint on hood all bubbled up, a dent in the passenger side door and there was a water leak. I reached out nurmerous times and asked for them to fix these issues d/t this not being disclosed at time of purchase. I was asked to get two quotes which I did, and the dealership (*******) will not return my phone calls or respond to me.

  

  Business response

  08/02/2023

  We appreciate your continued support and loyalty as a valued customer of **********************. Your satisfaction is of utmost importance to us, and we strive to ensure that all your needs and concerns are addressed promptly and effectively.
  
  As part of our commitment to providing the best possible solutions and service, we would like to discuss some options that could enhance your experience with us. To facilitate this discussion and explore the best way to meet your requirements, we encourage you to reach out to our General Manager, **************************
  
  ************** has an in-depth understanding of our products and services, as well as a wealth of experience in handling customer needs and finding tailored solutions. He is keen on assisting customers like you to ensure that your expectations are not only met but exceeded.
  
  You can contact ************** at **************************** He is available during regular business hours, and you can schedule a meeting at your convenience.
  
  Please do not hesitate to reach out to him. Whether you have specific inquiries, suggestions for improvement, or any other matters you wish to discuss, ************** is here to listen and assist.

  Thank you,

  ***********************

  HR Director

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are due a refund from a car sale & havent received it due to Gurnee VW negligence in sending funds to an incorrect lender.3/14 asked for ************ amount.3/15 brought paperwork to seller for signature.3/16 - *************** dropped off, salesman confirmed that all paperwork would be emailed to seller & indicated we would receive funds in **** bus. days. We havent received the paperwork via email or in person. Ive asked for it numerous times & was told they cant provide it.3/17 - Gurnee VW sent funds to incorrect financial institution. Multiple calls to find out where refund was.3/30 - Error determined. We were told it was sent to ***** & asked for proof of cleared payment so we could try to help with refund but Gurnee VW refused to provide copy of cleared check.**** (manager) indicated that there is nothing they can do even though they admitted fault.Multiple calls to Gurnee VW to find out what is going on, no ************/6 - GLCU paid off loan 4/11 - Gurnee VW indicated they cant release funds to seller until they obtain a refund from *****. ***** (salesman) who apologetically made the error & confirmed that the accounting department sent the payoff to an incorrect institution, *****.Gurnee VW indicated they never received 10 day payoff from the correct institution (GLCU). They claimed they obtained a verbal amount from ***** to which they sent the payoff.***** confirmed no such payoff was ever requested and they they must have sent GLCUs payoff to them accidentally.When we realized the error we asked to have the car back. It was later confirmed by **** (manager) that they sold the vehicle without having a title and refused to give the car back to ** because they sold it. We have asked for them to make it right and provide seller with funds but they claim they cant do that until they receive a refund from the incorrect lender. Meanwhile, we are still waiting for our refund of ~$16k and any paperwork validating the sale.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩