Complaints

This profile includes complaints for Auffenberg Volkswagen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auffenberg Volkswagen

  1122 Auffenberg Ave Belleville, IL 62269-1297

• 

  Auffenberg Volkswagen

  1708 New Car Dr. O Fallon, IL 62269-1656

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:10/10/2024

  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.

  In May 2021, I was directed by Auffenberg to take my vehicle to Auffenberg Body Shop for repairs following an accident. Upon receiving my vehicle, the technician identified corrosion on my Jeep and advised that it could be repaired under warranty.Subsequently, I visited the body shop for an assessment, but the response time for my claim was excessively lengthy. Upon following up, I was informed that the original technician who handled my case had been let go and that a new system was in place, resulting in my claim being untraceable.Throughout this year, I have returned to the body shop twice for the same assessment, only to be told that my request for repair was declined due to being out of warranty. The body shop indicated that my warranty had expired in 2021; however, the manufacturer confirmed that the warranty is valid until August 22, 2024, and they have no record of a warranty submission from your *********** a result of this miscommunication, I am facing potential repair costs exceeding $15,000. I am currently seeking resolution but am receiving inadequate support and experiencing extremely poor customer service.I hope that the ********************** can assist in facilitating a resolution to this matter.

  Business Response

  Date: 10/21/2024

  On May 26th, 2021, we received Mrs. ******* ********* vehicle via tow for collision repairs related to an insurance claim. Per our records, the vehicle repairs were completed, and Mrs. ******** received her vehicle with 100% customer satisfaction on June 25th, 2021. We are unable to identify documentation to support the staff employed at this time having reviewed or requested coverages for manufacturer warranty on our customers behalf until July of 2023.
  The concerns described in the above-mentioned complaint are directed at the manufacturer for warranty repair coverage to include full restoration of exterior hinges and panel corrosion. This corrosion is due to exposure to weathering between adherent points on the panels resulting in the delamination and pealing of the exterior refinish on Jeep doors, hoods, and rear hatches.This is found to be a common customer concern for owners of Jeep Wranglers of this year and model.
  After a review of our records, we have sufficient event logs indicating that our team worked diligently to assist our customers upon notification of the warranty concerns in July of 2023. Upon our attempts to acquire Jeeps required photographic support, we experienced multiple missed estimate opportunities with Mrs. ******** and Mrs. ****** starting in April of this year. At the time of each occurrence, we have documented the repeated difficulties including several missed appointments. Our administrative staff called and rescheduled when presented with no notice of tardiness or unavailability to meet our scheduled dates for warranty concerns.
  In July of this year Mrs. ****** scheduled and missed that and every other scheduled appointment for the following 8 weeks. On September 27th, 2024, Auffenberg Body Shop supplied the Auffenberg ****************************** with a warranty estimate with the necessary supporting documentation to seek the manufacturer's approval. After the Manufacturer's review, we were informed that these requested coverages were denied for coverage.
  Upon the request of our Customer and ******************* we sought good faith coverage from the *************************** and were not met with approval. As of October 11th, Auffenberg Auto Body has confirmed with Mrs. ****** that we are unable to proceed without the necessary coverage and are unable to assist further.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22406225
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  Lekeisah ******

  Customer Answer

  Date: 10/23/2024

  I am writing to formally reject Auffenberg's response regarding my warranty claim. They mentioned they could not find my initial submission, but when I followed up, I was informed that the employee who handled my claim was let go, and they had switched to a new system. This should not affect the handling of my warranty claim, especially since they claimed they submitted in July 2024.
  

  The argument about me missing several appointments has no relevance to the situation when I returned in July, before the August deadline. During that visit, I was asked to come back again because my original claim was not properly submitted, and the wrong VIN number was taken. My missed appointments were due to health issues, which I communicated.

  Regardless, when I did come in July, it was Auffenberg's mishandling of the claim that caused delays.
  

  I have sought legal counsel because I believe this situation is through no fault of my own. If missing appointments is the basis of their argument, how do they explain the improper claim processing when I did come in July?

  Additionally, why was I told about internal issues, such as a new system and staff changes, which further complicated my claim?

  Due to the warranty expiring through no fault of my own, I hold Auffenberg responsible and request that my Jeep be repaired as per the warranty.
  

  Thank you for your time and attention to this matter.
  

  Sincerely,
  Keisah

  Business Response

  Date: 10/31/2024

   We will not be repairing the vehicle and consider this matter closed. We are sorry to hear that Mrs. ****** was having health issues which kept her from making the appointments to have her vehicle repaired while it was still under warranty, but that is outside of our control and does not make us responsible for her repairs.

  Customer Answer

  Date: 11/01/2024

  This is in response to the ongoing issue regarding a claim I initially submitted following an accident on May 19, 2021. Despite my repeated efforts to get this matter resolved, numerous setbacks outside of my control have delayed the process, and I am now facing challenges with coverage under my vehicle's corrosion warranty. I respectfully request that Auffenberg address these repairs at their expense, given the circumstances.
  

  To summarize:
  Initial Claim Filing and Delays: After my accident on May 19, 2021, I submitted a claim with Auffenberg Autobody. Over a period of months, I followed up several times only to be informed that the claim could not be found because the original technician had left the company, and the Auto Body Shop had switched to a new system.As a result, my claim was lost.

  Resubmission Process and Incorrect VIN Entry: After being asked to resubmit the claim, I returned to the shop in July of this year to start the process again. Unfortunately, the technician mistakenly recorded an incorrect VIN, which caused further delays. I was asked to come back yet again to correct this error.
  

  Missed Appointments Due to Illness and Warranty Expiration: During this time, I missed appointments due to illness and work obligations, but I still was able to reschedule within the timeframe of my corrosion warranty expiring.
  

  Warranty Coverage Issues: After reaching out to the warranty provider, *****, I was told they could not confirm the existence of a warranty, adding further complications to this issue. Given that my warranty has now expired, I am at risk of incurring significant repair costs, which I believe should be the responsibility of Auffenberg Autobody Shop due to their handling of this claim.
  

  At this point, my original claim, submitted within the warranty period, remains unresolved, and the responsibility for this lies with Auffenberg Auto Body. I respectfully request that they honor the warranty coverage, as the expiration was due to delays caused by their internal issues, not my actions.
  

  Thank you for your time and consideration in reviewing this matter.

• Initial Complaint

  Date:08/30/2024

  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.

  Purchased a 2005 ****** Solara on 8/21/2024 for $11,172.41 based on them fixing a suspension noise that they identified as a wheel bearing noise.Just to clarify, we test drove the car and upon returning indicated rear suspension sounds and some noticeable steering differences at highway speeds. We were told that the dealership inspection identified a wheel bearing needed replacing and that should resolve what we noticed during our test drive. We also accepted the sale price based on these issues being rectified. Based on this experience, we elected to get someone else to properly diagnose the and repair the real issues.Identified Issues:-The left rear tire had a groove worn into it due to a broken strut (SAFETY ISSUE). All other tires had less than 3/32" of tread except for one that had 4/32" of tread.- The left side of the rack and pinion had a blown seal and impacted steering at HWY speeds (SAFETY ISSUE).Therefore, our cost of repair is as follow:- Rear struts, parts and labor.... $923.36 - Rack and Pinion, parts and labor.... $1,274.10 - Mount and Balance 4 new tires.... $792.00 (Would at least expect you to cover cost of 2 rear tires)- 4 Wheel Alignment.... $139.99 Additionally, this vehicle was due for a timing belt (last replaced in 2011). Also, replaced front struts.I realize Auffenberg's cost to do these repairs are different than ours but are simply requesting fair and reasonable compensation.Auffenberg offered to reimburse only $500 of the repairs which is an insult, and we refused. They indicated they had nothing else to discuss.

  Business Response

  Date: 08/31/2024

  **********,
  
  Again, I am sorry you are frustrated with the purchase.  As I have explained, we do not reimburse for another shops repairs.  You made the decision to have work performed elsewhere without giving us an opportunity to look over the issue, the repairs you approved are on you.  We offered you a $500 concession as a 1-time adjustment.  You have refused our offer.  If you have changed your mind and the 1-time adjustment would make you happy, I am still willing to offer it.  Thank you.

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

  General Manager

  Auffenberg VW

  Customer Answer

  Date: 09/03/2024

  Complaint: 22221693
  
  I have reviewed the business' response and am rejecting it because I communicated with their staff for a week, sending pictures and details. Not once did they inform me to bring the car in and they would make the repairs under the 3 month/3,000-mile limited warranty. Also, I did return it last Friday (8/23) to get the door lock repaired and they were given another opportunity to get their diagnosis correct. 
  
  Auffenberg only thought the vehicle needed a wheel bearing and missed other critical issues that involved the safety of the driver. So, based on Auffenberg's refusal to communicate in a timely manner and their inability to properly diagnose the vehicles issues they didn't really provide me with an option but to seek other solutions. The offer of $500 is an insult and say a lot about their fraudulent business practice, unwillingness to honor their warranty, and appear to lack the desire to provide a fair and reasonable solution.

  Sincerely,
  
  ****** "*****" ***

  Business Response

  Date: 09/06/2024

  Thank you for the response.  None of the repairs would be covered under the 3 month/3,000 mile warranty, which was reviewed with you at the time of purchase and will cover internally lubricated items of the engine and transmission.  With no items covered under our warranty and ********** making the decision to have his vehicle repaired elsewhere, we feel the $500 offer is fair and reasonable.  We are going to hold with our prior determination. Thank you for your time.

• Initial Complaint

  Date:07/23/2024

  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.

  I am writing to file a formal complaint against Auffenberg Volkswagen regarding my purchase of a vehicle from them on July 23, 2023. I believe I was sold a defective vehicle ("lemon") and have encountered numerous issues with both the vehicle and the dealership's service.Within less than a year of owning the vehicle, I have been forced to undertake multiple expensive repairs. The situation worsened when I was informed that the engine needs to be replaced on July 16, 2024. It is unacceptable for a car purchased from a dealership to have such severe issues in such a short timeframe.Throughout this ordeal, I have been treated poorly by the dealership's service representative. Each time I brought the vehicle in for repairs, the representative was rude and did not clearly communicate the necessary repairs, even after conducting diagnostic tests. This lack of transparency and professionalism has left me feeling frustrated and misled.On my most recent visit on July 16, 2024, the sales representative refused to perform an oil change, despite a report indicating that the oil and filter were dirty. This refusal to address even basic maintenance needs demonstrates a blatant disregard for customer service and vehicle care.The dealership has made no genuine attempt to resolve these issues or assist me in any meaningful way besides charging me for an entire new engine. As a consumer, I feel taken advantage of and misled by Auffenberg Volkswagen.I am requesting that the BBB investigate this matter and assist in resolving this issue .I seek a refund for my down payment and compensation for the repair costs incurred due to their lack of transparency and accountability.Thank you for your attention to this matter. I hope for a fair and just resolution.Sincerely,Arion

  Business Response

  Date: 07/25/2024

  ********************,
  
  
  Thak you for reaching out, we are sorry to hear of the issues you are having with your Atlas. We reviewed your purchase, it looks like you bought this vehicle on Jun 17th, 2023 with ******* miles.  At that time, you were given a 15 day/500 mile powertrain service contract, at the time you were also offered the extended service contract that would have given you an additional 5 years of powertrain coverage, but you chose to decline that coverage. Based on your visit in April you have put well over ****** miles on this vehicle since your purchase.  Any and all coverages from your purchase have long been expired.  We also are apologetic that you feel frustrated and misled. However, those feelings appear to be a bit unfounded as the reason for service declining to change your oil is because complete engine replacement was the diagnosis as the engine appears to have metal debris throughout the engine.This would be evidence of a catastrophic internal engine failure and changing the oil would simply be a waste of resources. If we can assist you in the repair process, please let us know but at this time we will be declining all requests for assistance and will now consider this matter closed. 
  
  
  
  
  *****************
  Auffenberg Service Director
  *******************************
  ************

• Initial Complaint

  Date:07/12/2024

  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.

  work had to do with cracking in sunroof and plastic surround. Per Volkswagen court agreed settlement I was entitled to 50%. Vehicle was delivered after repair with debris completely throughout vehicle, and no effort to do cleanup. After 24 Hour **** vehicle exhibited new leakage on passenger and driver side of dash area which had not occurred before. Contacted dealer and received brief response about them talking to body shop but no subsequent response. Talk to dealer in ************** who agreed to try to contact dealer who had done work and initially no contact from original dealer. Finally dealer at new location was able to make contact but investigation of problem only covered 50% of actual cost which I had to pay. Further estimate to correct problem was estimated approximately $1200 which frankly in my opinion dealer shouldve identified in initial repair work. The bottom line is that drainage tubes connected to sunroof frame which was replaced were not connected resulting in drainage into driver and passenger side of seat areas repeatedly. Since that point in time neither dealer service lead nor anybody else has been responsive to me with respect to cost management for additional repair work. Ive contacted staff requesting calls from general manager, sales lead etc. and have received zero contacts back

  Business Response

  Date: 12/13/2024

  After speaking with *** ****** it is evident that the repair was completed, and more issues arose surrounding the leaking issue. We spoke this evening about his concerns of the moon roof and the long-term ramifications of a leaking roof. After our very pleasant conversation we were able to come to the conclusion that the issues he was mainly concerned with were issues arising from Volkswagen Engineering and not Auffenberg directly. I apologized for the vehicle not being returned cleaner than it was and ****** was very accepting of our apology. We apologize for any inconvenience this may have caused and look forward to working together in the future.
  
  
  Sincerely, 
  ******** *******
  Volkswagen General Manager

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising 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 bought a used 2008 Honda CR-V from Auffenberg Volkswagen in OFallon, ******** on December 8th of 2023. Me and my father went in together because my old car has broken down on me. We were there for 7 hours. The wait isnt what bothered me though. After calling and contacting the bank and Auffenberg multiple times, our loan never got taken out. Turns out, the finance guy that sold us the car got fired not long afterward and never submitted our paperwork. We continued trying to call and get someone to submit it, no answer. 6 months later a repo guy shows up on our front porch trying to repo the vehicle. The title had already been switched over in my name. Sales taxes were paid in my state, and it has already been covered in full by insurance for 6 months. After my father got in contact with an attorney, they called off the repo guy. We went there again (took another 1 hour and a half to get there, another to get home) and resigned the paperwork. After originally promising us $1,000 off the car for the trouble, they only gave us $700 so my car payments only went down by $20. They kept the old title so now I have to wait another couple of months to get my new one back with the correct loan holder since they changed the bank we were going through. I think its ridiculous they tried to steal my car (because neither the bank or auffenberg owned it since no paperwork was filed with the bank), and didnt even give us the promised money off. Its just crazy to me that a reputable car dealership such as auffenberg, would not only inconvenience us to an insane degree, but also try to steal my car with no warning, trying to cover up their mistakes. Its disappointing because this was my first car I bought from a dealership and I was hoping for a good experience.

  Business Response

  Date: 07/16/2024

  We apologize for any inconvenience this caused but we had reached out multiple times in an attempt to try and finalize the loan. Once we finally made contact with the customer, we reduced the selling price of the vehicle by $900 (which also saved them an additional $58.50 in taxes with the lower price) and procured the same loan terms from another credit union. This loan completed in two days and the price reduction lowered the payment for the customer by $27.18 from the original retail installment agreement.  And the customer did not have a payment for more than 3 months, which saved them an addition $784 in deferred payments.  We hope this explains the situation in more detail.  Thank you for your time.

• Initial Complaint

  Date:06/10/2024

  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.

  While looking for a 2020 Cadillac suv, I came across the car being sold @Auffenberg Volkswagen in ******, put in my information because ad stated, title,taxes, registration was included and payment of $424 month and ****** miles, put in my information 2 people contacted me and said suv was there and ready to be seen, got there met ****, my husband and I along with **** took test ride, we came back to his office he ran some numbers on payments a month with deposit and my trade, everything was a go, **** ran my credit report with 5-6 different places to get me financed I asked him to check the credit union I bank with,he came back and said I am very sorry the vehicle has ****** miles not ****** I am so sorry but that to me is false advertisement and to run my credit report with hard inquiries needs to be Removed, their mistake not ours we where considering the vehicle until we was told mileage was ****** not ******, please advise on how to get these inquiries removed and Auffenberg Volkswagen be held accountable for the bad experience I had to endure and to say sorry that was the wrong miles we will correct the error, I am so upset with how we were treated, like no problem at all for them and too bad for us.

  Business Response

  Date: 07/09/2024

  We sincerely apologize for the frustration ************* experienced.  We were unaware of the error in the listing we had until they came in on the vehicle.  As soon as we discovered the error, we notifed them and fixed the problem.  There was no intention on our part to deceive or take advantage of the customer, some times mistakes happen.  We do everything we can to prevent them and will always move quickly when we discover them.  Unfortunatley, we are unable to remove the inquires for financing.  We understand the frustration ************* feels, and we sincerely apologize for creating it.

  Customer Answer

  Date: 07/10/2024

  Complaint: 21830144
  
  I am rejecting this response because:
  I disagree with their only solution, I think all inquiries should be removed from my credit report because of their error, we talked, test drove car and ready to sign when we where told about car having ****** miles not ****** miles after they reached out to 4-5 places after I asked the salesman to check **************************** first and now I have 4-5 hard inquiries and a we are sorry for your inconvenience NO I am not satisfied with the error they made and I have to pay for it!
  
  
  Sincerely,
  
  ******* ***********************

• Initial Complaint

  Date:09/19/2023

  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.

  On March 31st of 2023 I bought a 2019 Ford F150 from Auffenberg Volkswagen at **** ********** *** ******* ******** *****. 3 days later the check engine light came on. I dropped the truck at the dealer, they said catalytic converters need replacing to fix the problem. The dealership informed me genuine Ford parts would be ordered and they would be available late June. April 4th until late June the dealer finally found and replaced the cats and sent me down the road and the check engine light came back on. I got a second opinion per the dealer, my local mechanic found aftermarket catalytic converters installed(not Ford), exhaust blowing out smoke, the tailpipe was coated in oil burning soot, and the oil level needed adjustment from being 5 quarts low. The dealer had all this information and said they would look at it, that being the fourth different person I was in contact with there. The parts they installed in June were available in April. In early August the dealership installed a second set of catalytic converters and a few days later the check engine light came on again went into limp mode and I had it towed to the dealership. Now they call me in the middle of August informing me the truck needs an engine, no explanation of the failure, They say “the truck is your truck”. The GM of the dealership John entertained a conversation for 4-5 minutes about my truck and abruptly told me this conversation is over. They took 5 months to improperly and unprofessionally repair the truck and now 6 months of my life dealing with their phone system to find someone to fix my truck or take it back. Since May 1st the truck has been illegal to drive and now it is completely unable to drive. In my home state of Missouri, within 30 days of a car purchase I have to have a passing emissions test in order to get license plates. I just wanted to legally drive my truck. I have left messages for **** ********** with no response for over a week. Worst experience of my life.

  Business Response

  Date: 09/21/2023

  The catalytic converter on Mr. *****'s vehicle was replaced at no cost to him as a goodwill gesture after the sale. We then replaced the catalytic converter with a new factory part at his request. The vehicle is currently beyond any warranty period and has no coverage available. We would be happy to discuss Mr. *****'s options for trade or repair.

  Customer Answer

  Date: 09/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Three days after purchasing a 2019 Ford F150 on March 31st, the check engine light came on. I took it back to Auffenberg and they diagnosed that it had bad catalytic converters, and said they were on backorder until mid june. In late June the dealership installed new Ford catalytic converters. Three days after driving the truck the check engine light came back on. I was instructed by Auffenberg to have the truck scanned locally to see what the issue was. The code in the truck was again a code for catalytic converters and the local mechanic who inspected it said the parts were not genuine Ford parts. He included that they installed inferior aftermarket parts and not ford products. The mechanic told me that there was an engine oil burning issue that was overlooked by the dealership as well. Auffenberg played games in their decision of not repairing the truck with the parts they promised and diagnosing an engine issue a total of 90 days. I then told Auffenberg the findings and they responded that they would replace the catalytic converters with Ford parts and would look into the engine issue. For the third visit to Auffenberg to fix the truck, they replaced the catalytic converters and did not look into the engine issue as they promised and subsequently 6 days after driving the truck the check engine light came back on and and it was towed to Auffenberg. Now I am told the check engine light was on because it needs an engine and they cannot tell me exactly why or what failed, and that they will not repair my vehicle or buy it back. The truck has never been drivable long enough without a check engine light on for me to ever get my state required emissions test. Since the end of April the truck was illegal to drive and park on my street because I could not get license plates. Auffenberg sold me a bad truck that they couldn't fix the check engine light on and they played every game to push this reality as far as they could to shed responsibility.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/26/2023

  No new information was provided. Please see our previous response.

• Initial Complaint

  Date:05/11/2023

  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.

  On may 10th the finance manager/sales idiot ran my credit without permission/signed consent and after I told them directly not to and tanked my credit multiple points in doing so.

  Business Response

  Date: 05/16/2023

  We are very sorry this occurred. We have reached out to the customer and apologized.  We will review our processes to ensure this does not occur going forward. Thank you. 

  Customer Answer

  Date: 05/16/2023

  Complaint: ********
  
  I am rejecting this response because: it doesn't change the fact that they ran my credit and messed up my score
  
  
  
  Sincerely,
  ***** *****

  Business Response

  Date: 05/18/2023

  A small drop in a credit score cannot be solely attributed to any single factor. Credit scores are complex calculations that consider various aspects, including payment history, credit utilization, length of credit history, and types of credit. Each of these factors contributes to determining a credit score, and any change in score is usually the result of a combination of several elements. Therefore, a minor small drop could be influenced by various factors, such as fluctuations in credit utilization or changes in the length of credit history.

  Customer Answer

  Date: 05/19/2023

  Complaint: ********
  
  I am rejecting this response because: the only factor affecting my credit in a negative way at that point was their illegal check.
  
  
  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:01/10/2023

  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 bought this car from auffenberg it keeps breaking down on me they want fix the problem they say the lights on the dash won’t come on while here I keep telling them the the glow light comes on the engine lights come on in they still want fix it I need help this extra insurance I bought don’t help with nothing I bought a new battery I supposed to have insurance they want reimburse me this place is a rip off

  Business Response

  Date: 01/13/2023

  We thank Mr. ******* for his business and apologize for any inconvenience. He purchased the vehicle in June of 2022 and had it serviced in July that same year. We have not had a chance to see the vehicle since then. A representative of our company spoke with him two weeks ago and he did not indicate any issues. The vehicle did come with a warranty at the time of purchase, however an additional service contract was not purchased. If Mr. ******* has further concerns, please encourage him to reach out to the Volkswagen used car manager, **** ******** ************ ******

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

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  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.

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  On 1/18/22 the Diesel Exhaust Fluid (DEF) light came on in my 2012 VW Passat. I called Auffenberg VW in O'fallon IL for a service appointment. Took the car in on 1/20/22. They did some front-end suspension work, for which I paid, and then they worked on the DEF system that was still under warranty. I picked up the car the following Tuesday, 25 Jan. ******* ****, the Service Consultant, informed me that everything was running properly, and I shouldn't have any more problems. Drove 85 miles home, and the car worked perfectly. The NEXT day, 26 Jan, the amber colored light came on again reading "no restart possible after 25 miles". The DEF tank was full! 10 miles later the light turned red and read "no restart possible". I was not happy! Drove directly to the dealership and informed them of the situation. They said they would look at it. I picked up my VW on 1/28, and they informed me that they had changed out everything on the system but couldn't figure out how air was getting into it, but it was running good right now. I told him I didn't feel good about this, as my wife and I were heading for FL in 2 weeks. I was told it should work good in that climate, but to "keep it under 65 mph" in IL. WHAT?? (That is on the invoice) We head for FL, and on the way down the car ran perfectly, but the warranty lapsed. On 12 Feb, while driving on Pensacola Blvd, 70 degrees, 45 mph, the RED light comes on. I stopped at Walmart to get DEF fluid, and accidently shut the car off...dead in the water!! You will find attached the receipts for the tow, car rental, and repair bill at **** ***** *******, the local VW dealer. They diagnosed the problem in a couple of hours and said the DEF injector assembly would be there the next day. This was the ONLY part of that system that Auffenberg didn't replace!! They sent us on our way to get stranded 750 miles from home! We ate a repair that shouldn't have happened! I have driven 40K miles since this repair! Auffenberg must reimburse us $701.37!

  Business Response

  Date: 11/04/2022

  *** ******* 
  Sorry to hear of the issues you have had with your tdi. We follow Vw testing and repair procedures for all repairs on Vw vehicles. If we test the part and it passes the test we are not allowed to replace it under warranty. If you believe that vw should have paid for this part as part of the warranty or believe special consideration should apply in these circumstances, please reach out to vw consumer affairs at *************** 
  
  *** *****
  Auffenberg Service Director

  Customer Answer

  Date: 11/04/2022

  Complaint: ********
  I am rejecting this response because: It is a total prevarication!! Several thoughts come to mind...When I first made contact with Auffenberg in April, I was told by the service manager, ***** ******, that my complaint "looked legitimate". As for VW's "procedures" I have to ask...is properly repairing the vehicle not one of those procedures? They have lied. They told me that on the first attempt at fixing the vehicle, and then the second, that the DEF injector was fouled with crystallization both times. This means they had to remove the injector assembly from the vehicle and clean it...TWICE!! Here's an education for BBB...DEF is urea (ammonia). It crystallizes immediately when air comes into contact with it. I know this to be fact because I spilled a bit of it in my trunk while refilling the tank. It turned to powdered crystals instantly. ******* ****, the "service advisor" admitted to me when I picked the vehicle up the 2nd time that " it is obvious that air is getting into the system somewhere, but they couldn't figure out where. It may be that the metal on the housing that the injector fits into has worn thin, and in the cold weather the entire system gets too cold and forces the crystallization. That is when he told me I would have to keep the vehicle under 65mph when the temperature was below freezing. That statement is on the invoice, and that is total BS. The way that air was getting into that injector chamber was through the faulty gasket on the injector itself. (PLEASE LOOK AT THE PARTS DRAWING I SENT YOU!!!!)
  It crystallized while in Florida at 70 degrees F. Auffenberg had the car for 8...Yes EIGHT days and couldn't come up with the correct diagnosis. **** ***** Imports told us what the problem was in 2 hours, had the part ordered, and put it on the next day!! I have logged over 40,000 miles since that repair in February. They are at fault, and we never should have paid out $701.37, but for Auffenberg's incompetence!! I can see that if BBB cannot get them to do the right thing, I will have to hire a lawyer, and THEY should absorb those fees also!!
  Sincerely,   **** *******

  Business Response

  Date: 11/08/2022

  We apologize for the inconvenience. Your best course of action at this point If you believe that VW should have paid for this part as part of the warranty or believe special consideration should apply in these circumstances, is to reach out to VW Consumer Affairs at ***************