ComplaintsforVolkswagen of Palatine

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2022 I purchase a new vehicle from Volkswagen of Mount Prospect. As a part of the vehicle purchase, I was sold an extended service plan for tire and wheel repairs. I was only given page 1 of the contract, which was a 14 page document. On page 2 of the contract, it clearly states that the contract may be canceled at any time for a pro-rated refund, or may be cancelled for a full refund within 30 days of the purchase. I completed a cancellation form and returned it to the warranty company. They explained that the refund would come from the dealer, but the service contract had been cancelled. To date, I have not yet received a refund of the contract purchase price.

  Business response

  08/15/2022

  Hello, 

   

  This policy has been cancelled. The customer financed the vehicle so the refund will go towards the balance owed and will be sent to his lender which is *********** Auto Finance.  Timing for payment is 90 from cancellation, it is currently in process and will be sent as soon as possible.  

   

  BEst,

  kw

  Customer response

  08/16/2022

   
  Complaint: 17692913
  
  I am rejecting this response because:

  Im aware that the refund will go to the lien holder.  Ive been monitoring my account with them and it has not yet been received.  The email from the warranty administrator indicates that a refund should be issued from the dealer within 3 to 4 weeks, which has already passed (see attached email).  There is no reason for the dealership to hold on to the funds for 90 days.

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

  Business response

  08/16/2022

  We will look into this and expedite the handling of the refund.  I should have handled in 48 hours if Volkswagen has completed the cancellation.  I will send tracking information of refund to the lender when received.  

   

  kw

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2015 Jeep Renegade from this dealer in December. 2021. There was no spare tire provide nor the key to unlock the wheels on the car. I now need to purchase both of these items after experiencing a flat tire on the the car. It has been 2 days since the flat and a Jeep Dealer is still unable to remove the tire off the car. Called the dealer whom sold us the car to ask for the spare and the unlock keys for the tire. They do not have these items and should have replaced these prior to selling the car or disclosed these items to myself. The dealer will not reimburse us for these items. I would like reimbursement of these 2 items.

  Business response

  06/28/2022

  Hello, could you please forward invoices for the replaced spare tire and the wheel lock key please?  We would like to confirm proper values and will assist in reimbursement.  

   

  thanks

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

   

  Business response

  07/11/2022

  Hi *******,

  We can certainly reimburse you for the wheel key of $78.60.  I can either mail the check or you can pick up in store.  I will have a release document to sign notating we have handled the reimbursement as agreed.  If you prefer us to mail, please provide the best mailing address and an email so we can have the document signed ********. 

   

  We appreciate your business and if there is anything we can assist with in the future please call us at ************,

   

  Best,

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

  Customer response

  07/12/2022

   
  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.

  Have the business send a check to my home address of:

  1536 ********************************

  *****************, **  60005

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

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from **** Volkswagen on 10/4/2021 for $9,500. Within the first thirty days the check engine light and TPMS light came on, and I realized that the rear defroster isnt functioning. I took the vehicle to service and was told $155 each item, to simply diagnose the issues. Fixing, of course will be additional cost. Within 30 days of a vehicle purchase, **** should have stood behind their product and diagnosed the issues without charge. Service agreed to diagnose the issues after a long argument, so I left my vehicle at the service center. Later in the day I got a call that said the vehicle was scanned, but additional diagnoses is needed to determine the issue and that comes with a fee. I was offered the discounted fee of $120 (only applicable to diagnosing the check engine light), not for the other problems with the vehicle they just sold me. The general feeling I get from the service department is that my time isnt valuable otherwise it wouldnt have been wasted. The feeling I get from the sales department is that I didnt buy a warranty that cost 30% of the vehicle sale price, so Im on my own. Ive since lost confidence in **** Volkswagens sales and service teams, and have taken my vehicle elsewhere for the diagnostic and repair. The check engine light was fixed by replacing the mass air flow sensor and a leaking hose, cost around $700. Its impossible that these issues are new within the last ******************************************** the vehicle I found an empty container of marijuana in the console. Marijuana may be legal in Illinois; nonetheless I dont want to be driving around with it in my vehicle. Its doubtful that the vehicle was even inspected before selling it. Acceptable resolution: **** pays 50% the cost of fixing the issues which arose within the first 30 days.

  Business response

  12/02/2021

  We are happy to offer a discount of 50% if the work is to be performed in our shop.  Otherwise we can offer a credit of $250 for future service or sales to be used at our Mount Prospect or Elgin locations only.

   

  Best,

  kw

• Initial Complaint

  11/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a certified pre-owned 2018 Sentra with less than 14k miles. ** the first month of purchase my battery died, my brake light is on, my headlights STOPPED working and **** auto has told me too bad. I purchased a lemon from what I thought was a reputable company and been duped. Please take this broken car back or fix the items that was lied to me able been certifiably certified.

  Business response

  11/06/2021

  Hello,

   

  We would be happy to try and diagnose and assist with the servicing of this vehicle.  We can offer initial diagnosis with no charge, as well as $250 certificate towards any servicing that it may require.  The customer declined to purchase an extended warranty on the vehicle at time of sale.  But, we will do our best to assist the customer.  

   

  thanks,

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

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

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