ComplaintsforGurnee Volkswagen

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on march 29,2023 in on April 9,2023 the vehicle begin to make a loud noise in the engine I contacted the dealership for help with is problem in the answer they gave me was they cant do anything about I also know theirs a lemon law in ** thats all dealership have to abide by in their not doing so I really need help with this todays date is ***** 11,2023

  Customer response

  05/11/2023

   
  Complaint: 19924058
  
  I am rejecting this response because: Ive have been trying to reach  out on multiple occasions were they all failed only time I was successful with talking to the ** is when I asked my boss can I use one of the companys van to drive 40 mins to the dealership in the ** told me that when the service manager return from a meet at the dealership next door around 2:30 on Friday he will give me a call I never received a call in fact I called multiple time again around 4 that same day in still was unsuccessful the young lady that answered the phone said that she will gave  the ** my name number in also the make In model of the truck so that he can call till this day I still havent gotta a call nor have I been able to get in contact with the ** I dont have any means of transportation because ever time I ask for a loaner I was denied on multiple occasions I also tired to call Monday of this week in Wednesday of this week still no luck in on Wednesday I gave the young lady my contact information again im confident that you all have my contact information I also have my call records showing that ive called 
  
  Sincerely,
  
  ***************************

  

  Business response

  05/11/2023

  Case #: 19924058
  ******************,
  I apologize for the inconvenience.  Our General Manager, *********************, is working on providing you with assistance.  ***** has been in contact with you to rectified.  Please reach out to ********************* at ************ if you have additional questions.
   
  Thank you,
  ***********************
  HR Director
  ****************************
  

  
  

  Customer response

  05/11/2023

   
  Complaint: 19924058
  
  I am rejecting this response because: Ive have been trying to reach  out on multiple occasions were they all failed only time I was successful with talking to the ** is when I asked my boss can I use one of the companys van to drive 40 mins to the dealership in the ** told me that when the service manager return from a meet at the dealership next door around 2:30 on Friday he will give me a call I never received a call in fact I called multiple time again around 4 that same day in still was unsuccessful the young lady that answered the phone said that she will gave  the ** my name number in also the make In model of the truck so that he can call till this day I still havent gotta a call nor have I been able to get in contact with the ** I dont have any means of transportation because ever time I ask for a loaner I was denied on multiple occasions I also tired to call Monday of this week in Wednesday of this week still no luck in on Wednesday I gave the young lady my contact information again im confident that you all have my contact information I also have my call records showing that ive called 

  
  Sincerely,
  
  ***************************

  

  Business response

  05/31/2023

  ******************,
   
  I apologize you are not satisfied with your recent purchase.  Our General Manager, *********************, has been in communication with you regarding the vehicle, and is working on trading you out of the vehicle today.  If you have any questions, please reach out to ***************, Director of Operations North at *******************************
   
  Thank you,
  ***********************

  Customer response

  06/06/2023

   
  Complaint: 19924058
  
  I am rejecting this response because: a legitimate solution has not been reached at this time seeing that Ive been out of a vehicle for almost two months in will greatly appreciate it if we can come to a conclusion very quickly
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from Gurnee Volkswagen on December 13, 2022 at the full sticker price. I had to take my car in for an issue on February 13th, 2023 and inquired to the mechanic about when my next routine maintenance was due on the vehicle such as an oil change, etc.The technician informed me that the car was due for service in August of 2022 (3 months prior to me purchasing the vehicle) and showed me that it was listed very clearly in the Maintenance area of the computer on my car. I got an estimate for the routine maintenance that should have been done, which came to $776 and included an oil change, brake fluid change and air cabin filter change. I called the service manager at Gurnee Volkswagen on February 14, 2022, explaining that this basic service hadn't been done on my car prior to purchase and to get in touch with me. No one ever contacted me back, so I had the service completed at another dealership on February 17, 2022. I then contacted the dealership again on February 20th via their email form and again on February 24th via their online chat and have received no response. I also called the dealership and requested to be transferred to the general manager and left a voice mail for him on Friday, February 24th and have yet to receive a call back. I am requesting that Gurnee Volkswagen reimburse me the cost of the routine maintenance in the amount of $776 that should have been performed on my car prior to purchase, especially since my car was not an "As Is" purchase. The dealership is ignoring me despite four attempts to contact them over two weeks through various channels, so I am requesting the BBB to intervene on my behalf.

  

  Business response

  03/14/2023

  Our General Manager, *********************, will be refunding **** for the services she did at another dealer.  ************** has talked to **** and let her know he would be issuing the check.  If you have any questions, please let me know.

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

  HR Director

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

   

  Customer response

  03/16/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased my truck from this dealer on January 2nd. During the signing of paperwork, the finance agent told me about the "warranty they provide all customers." I asked the price because I told them I didn't want any additional products or *******s they had to offer, this was already an argument and almost made me leave the leadership. The finance agent told me "the warranty was at no additional cost and a ******* they provided." I missed this amount at the signing, as well as the ************** added ******* that was never spoke of that apparently costed me $2,515. The warranty the finance agent told me was "at no additional cost to me" actually costed $4,000. I have no idea what the ************** ******* is but I missed both of these items at signing which is my own fault, but I was absolutely lied to and never would have signed the paperwork had I seen this and had I not been lied to. I want to be reimbursed for these items. I made it very clear to the sales Manager ***** that I wasn't interested in any other *******s, just tax, title, registration and their documentary fee and he agreed.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used 2020 VW Tiguan (VIN: *****************) from Gurnee Volkswagen on October 21, 2022 for $25,000 with fees and taxes. In short, the salesperson, *********************, had agreed to send me a refund check for $500 to cover the difference of the car price because it had about **** more miles than what was advertised on the advertisement listing (see attachments for advertisement, and for the text message from ********************* stating that the dealeship was going to send me the $500 check). ***** Blue Book listed the price difference at closer to $1,000 but I was okay with just a $500 refund just to get done with this dealership and their unethical practices. To this date, I have not received the refund check, or any response from *********************. I have continued to request the refund to ********************* and she has not replied to any of my messages. I have also emailed the dealership's general manager, *********************; and sales manager, *****************************; and they have also not replied to my email. The business has not tried to resolve the issue in any form.With this complaint, I am looking to get the $500 USD refund check that the salesperson ********************* committed to in writing (see attachment).Apart from not receiving the refund promissed by the salesperson. The dealeship's staff that dealt with my purchase did several other unethical and unprofessional actions including:- The listing advertised a certified car, but the dealer did not provide certification or warranty. After discussing with *********************, she had agreed to do the "pre-certification" inspection and give me proof of the inspection. This was not done. Only the "vehicle quality inspection" was performed. - When I test drove the car, I asked ********************* if the car had adaptive cruise control, and she said yes. The car does not have it. I was counting on the car to have this feature becase the salesperson said it had it.- ********************* had told me that an accident on the car (which was listed on the carfax when I went to the dealership, but not on the advertisement listing's carfax) was just a small bump on the front of the car. The accident was obviously more serious since the right fender panel is misaligned with the bumper and the door. The dealership missrepresented the condition of the car before I bought it.- When I first test drove the car, it made a noise when turning right. When I heard it, I replicated it with ********************* in the car. Per my request, she agreed to fix it if I purchased the car. At the end she did have it repaired, but when I first called on the promised date of completion of the repair, she just told me that she didn't have it repaired because she couldn't hear it anymore. This was obviously not true, so after I reminded her that I replicated the noise with her in the car, then she had it repaired.- During my call to ***** regarding the refund, the 'finance manager' took the phone to give me some of his 'reasoning' to not send me the refund and also said "but I don't know all the details", and then he hung up on me while I was telling him the facts. This was humiliating. - When I first drove the car home, I noticed that it vibrates when I drive over 60mph. I told this to *********************, and she did not offer to resolve the issue, even though it is a drivetrain issue, which the Financial Manager told me that was part of the 15 day warranty after purchasing the car.

  

  Business response

  02/13/2023

  Hi,

  I'm sorry for your experience with Gurnee Volkswagen, *********************. Gurnee Volkswagen did more service work to the car than promised at time of sale, put brand new tires and brakes on the vehicle.  Gurnee Volkswagen did issue a $500.00 reimbursement as promised on Friday, February 10, 2023.  Attached is a copy of the check. If you have any questions, please reach out to *********************, General Manager, at ************.  

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

  HR Director

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

  Customer response

  02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the resolution satisfactory with some comments/corrections. In the business response, the statement "Gurnee Volkswagen did more service work to the car than promised at time of sale, put brand new tires and brakes on the vehicle." is false. The dealership did not install new tires - they only installed new brakes. Also, the statement "Gurnee Volkswagen did issue a $500.00 reimbursement as promised..." is only partly true. The dealership did send the reimbursement check but just now, over 3 months after the purchase date and only because of this complaint. The dealership had promised to send the check in November 2022. 

  
  

  Other than these comments, I am satisfied with the resolution. Thank you BBB for making this dealership accountable.

  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug 15th 2022 I purchased a vehicle from Gurnee Volkswagon which is about 4.5 hours from my home During the purchase I was told there was a ************* device pre-installed (which I did not want) I was told that since it had been pre-installed, I needed to pay an additional $650.00 which I did.Later I received an invitation to the ************* device app, I registered and noticed there was a message stating the device needed to be installed and I had to contact the dealership to schedule an appointment for the install. I called the dealership and talked to ***** which is the seals representative that assisted with the purchase, ***** informed me that the device was already installed, and he would check with the service department as to why I would get that message. After about 3 weeks I had not heard anything from ***** so I called back and was told that he was waiting for the service team to reset the device another week went by and I was told the device had been reset and for me to try to connect via the app. Needless to say it still didnt work. ***** sent me the number to ************* support I have been in contact with ****** at ************* support he instructed me to obtain the serial number to the ************* that was installed so I reached back out to ***** which at this time I had another issue with the extended warranty that I purchased and was working with **** in financing so ***** told me that **** would help with the ************* also. **** was able to come up with a serial number I called and gave the number to the ************* support center and they told me the serial number provided was to a device that had no purchase history meaning it had not been sold I called and discussed this issue with 3 different people in the service department that finally told me there is nothing that they can do on their end.

  

  Business response

  11/29/2022

  I apologize for the inconvenience.  Our General Manager, *********************, will be cancelling the warranty and sending a refund.  This will be processed by our office tomorrow, November 30th.  

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

  HR Director

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

  Customer response

  01/05/2023

   
  Complaint: 18471875
  
  I am rejecting this response because:

  To:**********************************************************************************************

  in regard to case ID ********, This has not been resolved the dealership had responded that they would issue a refund on NOVEMBER 29th 2022 the BBB asks that we allow 30 days for processing I have allowed the 30 days and I have still not received any refund from Gurnee Volkswagon please advise

  Sent from ************************* (******************)

  
  

  
  
  Sincerely,
  
  *************************

  

  Business response

  01/16/2023

  Hi,

  Attached is a copy of the check issued and the overnight label.  If you have not received the new check, please let me know.

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

  HR Director

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

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **llo, we purchased a 2013 Mustang GT for our son on 5/21/21 for a graduation/B-day gift at Gurnee Volkswagen. It was a used vehicle. On way home check engine light came on,we brought car back and they cleared codes. Car runs and drives fine but those codes still come up. In May we got required ******** emissions test and I had a friend clear code for the test and in June they rejected the car cause they said car was sold without catalytic converters. So as of June his plates are suspended. We had no idea the vehicle had no catalytic converters and that its illegal to sell a vehicle without them. So all summer went back and forth with them to fix issue. Unfortunately they have new management and sales team, but are aware of issues. Finally My son got in touch with someone named ******* in ******* ** said drop it off theyll fix it so it will pass. Days went by and car sat outside. ** said a couple days for part to come in, car sat outside. Finally on way home from work my son stopped there and car was in same spot outside. ******* said parts are 2 months out! No phone calls no heads up nothing! So we brought car home (with suspended plates) so cars not sitting outside in Gurnee! ******* said h*** contact us in a couple weeks for update. So here we are. No calls, texts or emails. My son tried calling, texting and my son says he cant get through and told me Dad I seemed blocked and cant get through. ** called dealer directly, hes put on hold then voicemail. So now its end of October. This is my sons dream car and ******* over and this car sat all summer cause this dealership illegal sold us a car without catalytic converters. If you can please help that would be great. Want to contact a lawyer because we were making payments on a car thats been in the garage all summer and he had to use my moms car for transportation! Thank you for listening

  

  Business response

  11/10/2022

  Hi,

  The customer was aware of the vehicle being sold with no Catalytic Converters on it.  Our Operations Director, ***************, is going to be reaching to the customer on November 11th to help come up with a solution that works for the customer.

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

  HR Director

  ******* Automotive Group

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

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

  Customer response

  11/12/2022

  Im not rejecting this response but we, my wife and me were the purchasers! Not once we were told car had no catalytic converters! And We found that out after car failed emissions! And again its illegal for dealers to sell cars without converters in the state of ********. Its super frustrating now cause weve been making payments on a car for my son that he loves and works hard for and that sat the entire summer cause of suspended plates. Your dealer is the one that preps cars for sale and from what website stats goes through a 100 point inspection. We had absolutely no clue car was sold without converters. After my son failed emissions he contacted someone named *******. He said drop it off and h*** take care of it. We dropped it off and called a coupled days later and car was untouched. He stated parts will be in tomorrow. Next day no word and we drove out and car was in same spot out back. Then ******* said parts are two months out Ill be in touch.  So we illegally drove car home cause we didnt want car sitting outside in your lot cause that dealer had a couple cars stolen.Then ******** response to fix this issue was find someone in ********* to register the car cause theres no emissions in *********?! Really?!  Or register it with an older person? Great solutions!  So after all of this my sons been calling and leaving messages but absolutely no one called back or replied. My son says ******* blocked his number.

  
  
  Sincerely,
  
  *********************

  

  Business response

  11/29/2022

  Gurnee Volkswagen is working with the customer to get the vehicle fixed.  The customer was to visit ********************** over Thanksgiving weekend but was not able to make it in.  They are aiming for one day this week so that we can get the vehicle fixed.  If you have any questions, please reach out to General Manager, ********************* at ************ or ***************************.

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

  HR Director

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

  
  

  

  Business response

  12/20/2022

  Gurnee Volkswagen has tried to work ****************** to have him bring the vehicle into the service drive.  The customer is not willing to come into the dealership and won't give a date that works for him to come on in.  Gurnee Volkswagen needs to see the car to inspect and get it fixed properly.  Our General Manager, ********************* has tried to work with the customer.  ************** can reach out to ********************* at ************ or *************************** when he would like to bring his vehicle in.
  

  Thank you,
  ***********************
  HR Director
  ****************************

  Customer response

  12/20/2022

  Hello,
  
  
  Gurnee Volkswagen is stating false information.  ***** texted on Monday, December 12 asking when a good time would be for us to come in.  That same day I replied with a date we were available (Wednesday, December 14).  ***** came back asking if I would be available the following day instead, but I was not, so I offered a phone or zoom call that day.  I never received a response back after that to see if that was an option or to work out a different date (CLICK HERE for images of texts).
  That was the only correspondence we have had regarding this situation.  Never did we say we were not willing to come in.  It's difficult to agree upon a date when you do not get a response back to work something out.
  
  
  As you can see, you are receiving the same poor communication that we are, and therefore, nothing is getting resolved. 
  
  
  *********************

  

  Business response

  01/06/2023

  Gurnee Volkswagen is having the vehicle towed into our service department and having the vehicle fixed.  Gurnee Volkswagen is coordinating with the customer a time to pick-up the vehicle.  If you have any questions, please reach out to *********************, General Manager at ************ or ***************************.

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

  HR Director

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

   

   

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Gurnee Volkswagen (******* ***************** on 08/09/2022 to have a tire replaced. They not only replaced the tire but replaced the matching hardware without informing me they would do so. Now the hardware on all four tires no longer matches. They put black hardware on the replacement tire instead of using my existing silver hardware. As a result, the car looks horrible because it is a 2016 VW Beetle, and the tires and wheels (17" wheels) are a prominent feature of the styling. When I called this to their attention, they essentially called me a liar (not overtly but told me I was wrong). When I asked for a copy of their security footage showing my tires when I arrived their response was that there was no security footage in the ******************* However, I then specifically wrote and asked them for a copy of the footage when I was entering the dealership, and have not heard back from them. The footage will show I came there with four matching sets of hardware on my tires. I just want my silver hardware back so that all four tires/wheel units will match again.

  

  Business response

  10/20/2022

  Hi,

  Our Service Team Leader, *********************, was in contact with you last week and did get the hardware you requested back to you. Please let me know if you have any questions.

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

  HR Director

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

*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. ↩