Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately seven months ago, body vehicle with hitch, once you put a hitch on that vehicle, you void the warranty. Return the vehicle thought they were giving me a new vehicle putting my money that I had on the other vehicle on the new vehicle and they did not. I believe that this is fraud.

  Business Response

  Date: 01/06/2025

  To whom it may concern,

  In response to Mr. ******** complaint regarding his problem, towing hitch installed on Mr. ******** 2024 VW Tiguan is a factory (OEM) towing hitch and installed by VW certified Technician. Since it's a ** part it does not void factory warranty, as a matter of fact it's covered under a factory warranty.

  Mr. ****** did not return 2024 Taos he purchased in July of 2024, instead he traded in for 2024 Tiguan in August of 2024. Other than his trade there was no downpayment on 2024 Tiguan transaction.

  Mr. ****** was explained all of these items on multiple occasions and in November he stated to one of my Sales Manager if he is given privacy cover for his 2024 Tiguan he will be happy and have no further complains. My Sales Manager did give ************** privacy cover at no charge even though previous month Mr. ****** called the ***************** and after very aggressive behavior Mr. ****** was asked by Police officer to leave the dealership premises.  

  Currently Mr. ****** also filed a lawsuit in this matter with Will ****** Small Claim Court as well as he filed complaint with **** corporate.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22758136
  
  I am rejecting this response because:
  Fraudulently sold me a vehicle that you void the warranty once you installed a hitch.
  Sincerely,
  
  Nea ******

  Business Response

  Date: 01/15/2025

  In response to Mr. ******** false warranty statement, attached is ** warranty and policies manuals that explains clearly in writing. Installation of factory towing hitch doesn't void factory warranty and it's covered under the factory warranty!

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to Hawk when my engine light came on the date of February 8th 2024 to get a diagnostics ran on my vehicle and when it came back (which they erased from there system now) I was told that I had few problems with my vehicle that they could fix..I have documentation on what they were supposed to fix and they have yet to repair my vehicle!!..I had transmission leak now I need a whole new transmission!!..They claimed they repaired and replaced my transmission but my car has not been drivable since they repaired it and my engine light is still on along with my EPC light as well now!!..My vehicle has not ran properly since they touched it!!..I had to come out of pocket for a rental car because they said they had no loaners available and they told my insurance company some BS and they pulled the rental they issued me!!

  Business Response

  Date: 05/13/2024

  To whom it may concern,
  In regards to complaint made by ************************* and 2012 Volkswagen CC with ******* miles. 
  ************** originally did bring his 2012  VW CC in February this year with check engine light on. After technician diagnosed ************** car, we found intake manifold causing a vacuum leak which was causing engine misfire. We did replace intake manifold. That did fix the issue with check engine light. With the inspection of the vehicle we did notified the customer there is a transmission leak and it was low on trans fluid. We did remove trans pan, sealed it  and replaced trans fluid. Vehicle has been damaged prior to him bringing the vehicle to the shop. All the repairs were paid using money ************** had received from *************************** due to vehicle damage. ************** had a rental  car from his insurance company for the time of the repair. After repairs completed, the vehicle was picked up by the customer .  Vehicle went into a limp mode and he brought it back to our shop. There was no warning light on the dashboard. We did find a internal transmission problem and we have decided to replace the transmission at NO CHARGE  to the customer. ************** did refuse the rental car, as he stated his insurance company had provided him with one. He never contacted us about any issues related with transmission or engine after completion.  

  Sincerely,

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

  Hawk Volkswagen of Joliet

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21629115
  
  I am rejecting this response because:
  The statement that this business sent you guy is mostly false!!! The original diagnostics test that I attached to this email is what was wrong with my vehicle before they touched it!! They gave my vehicle back to me with a bad transmission that was not working properly after I was told my vehicle was 100% fixed which it was not!! They had to push my vehicle back into the stall the repair (which they did not do) and let me pull off with an un-repaired vehicle!! I had to make legal threats just to get them to repair the transmission that they broke!! And on top of all that I was never offered a loaner vehicle and was told they didnt have any available therefore leaving me to rent a car for 2 months and they told my insurance company which indeed helped with the cost of my repairs, something flawed and they ended up pulling the help they were providing!! My vehicle gave back to me for the 3rd time not repaired and without my engine cover put back on my vehicle!! I was told I did not have an engine cover when they were the ones who replaced the motor I have in my vehicle now from 2 years ago!! After I made a last attempt to get my cover I was told they didnt have it and was not responsible for it, I then took this action to inform you guys then they acted like they had my cover!! I have all documentation and text messages stating everything. I will send them as well. They even tried to erase documents showing what was wrong with my vehicle before they touched it!!

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

  Business Response

  Date: 05/22/2024

  Being accused of falsifying documents is a very serious accusation ! All the paperwork was provided about replacing transmission and repairs our shop had performed since February of 2024.  Regarding engine cover, we went thru multiple video footage from cameras in our shop and we didn't see vehicle had one. Despite the fact, we did get engine cover and it is available for pick up, but just like previously ************** is not responding to our communication.

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21629115
  
  I am rejecting this response because: My vehicle was not repaired properly!!!..Tell them to show you the original diagnostics test they ran on my vehicle on February 8th and see what they say!!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a. Vehicle from this dealer ship on sept 23 2023. 2017 *** 740e, at the time of the sale they said the vehicle has pass 90 point inspection so there is nothing wrong with the car. While driving the car back from the dealership i notice a vibration so i took it to a local repair shop near my house and found out three of the four wheels were bent. Soon after this within the week of the purchase the check engine light came on. I called the dealership and person named **** manager promised me on the phone they will reimburse me for diagnose fee and they will fix the bent wheels. 5 weeks has been past and every other day i call them and response i get is the manager is on vacation or he left for the day or he has family issue. Today nov 2 i called and someone else from sales picked up the phone and first said he was a sales rep than after in out talk suddenly became a manager. Told me he does have to give me a loaner vehicle or pay for my uber back. Also said i need something in writing that we promised you something. I told him the manager verbally agreed but he said i dont care and i dont have to do anything for you at this point.

  Business Response

  Date: 11/06/2023

  I have left ****************** a voicemail as well as send him email to contact me at the dealership phone number to discuss solution to his problem with *** he has purchased from our dealership. 

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi!My name is ************************* and Im writing this letter because Im seeking a help getting my refund from my GAP CANCELLATION.On the 10/15/2022 I canceled my gap in policy for my 2021 VW Atlas(vin#*****************)The reason I cancelled it is because I traded in my VW!Ever since then I havent received my refund back which Im entitled to it of $604.78 My gap insurance policy was through Ally Auto and I received a letter that the cancellation was successful and they send the refund to the dealership which means once the dealership receives it its their obligation to refund me but instead i havent received any refund yet!I spoke with some of the managers there ******(general manager) ****(sales manager) ******(Finance manager) and no response yet!I being calling and sending emails but no reply!!I called back the Ally auto(gap insurance)and they are advised me to file complaint with BBB and they asked me that Im entitled to this refund and not to give up!Please help me because maybe is more customers like me that dealing with the same issue.

  Business Response

  Date: 11/16/2022

  In response to ***************************** complaint,

  I'm attaching official letter from Volkswagen Credit explaining when payoff is made on the vehicle by the dealership or customer, if customer finance *** insurance, customer payoff will be prorated by the cost of the *** insurance. I'm attaching proof where my dealership has to send VCI check in amount of $652.02 for Gap cancellation with **** financial. The refund for *** insurance issued from **** doesn't belong to either Hawk Volkswagen or *************************. Money has to be send to VCI as we explained on multiple occasions to ****************** via phone calls, emails and him personally stopping by Hawk Volkswagen on multiple occasions. ****************** doesn't not accept the fact that his *** cancellation money from ALLY was prorated with payoff of his vehicle with VCI, he continues unjustifiably and vocally with extortion extra money out of my dealership.

  Please contact me with any additional questions via email or my cell ************

  Sincerely,

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

  General Manager

  Hawk Volkswagen of Joliet