ComplaintsforTom Wood Volkswagen, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my first ever brand new car, 2024 VW Tiguan and none of the technology works. The dealership and VW Care both said they cant help me. Looking for a software update in 2025! Insane! Even went so far as to hang up on me because I wouldnt take no for an answer. Theyre selling very expensive cars that dont function and dont care.

  

  Business response

  06/11/2024

  *************** has been in communication with VW and have been told they are working on this. Please have ************ contact the dealership for further instructions. Thank you!

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction was 02/24/2023. The amount of money paid to the business was $6,000.00. The business committed to provide a re-negotiated vehicle purchase contract. The nature of the dispute involves my 2013 **** Taurus. On 02/14/2023, I traded-in the 2013 **** Taurus. I then purchased a 2020 **** Explorer from Tom Wood Volkswagen. However, on Sunday, 02/19/2023 I received a telephone call from the salesperson (*************************). He stated that the contract was incomplete or that I would not be able to register the **** Explorer until the 02/14/2023 contract was finalized. At that time I stated to **** that if the contract was not complete that I would prefer to keep my ******************************** its place. I received a text message stating that he was speaking to his account manager at that moment. However, I did not receive a call back from salesperson ****. Immediately thereafter I received a text message from the finance manager, *****. Ultimately, I was told by ***** that he had ************* He stated that he was able to re-negotiate a better interest rate on my **** Explorer purchase. When I asked about my **** Taurus he would not directly answer my questions, but giving me reassurance that I would be completely satisfied. But, when I entered the dealership ***** and ****** (sales manager) began grilling me. They told me that they would gladly sell me "their" 2013 **** Taurus on the lot, if I was interested. Moreover, that they had sent their vehicle to service and would have to charge the list price of the vehicle. They valued the Taurus at $5,500.00. But, now the vehicle was $8,800.00 (plus tax, license, and fees). They were completely serious. I was told that I could catch a Uber home if I did not want to purchase the 2020 Explorer from them. Ultimately, I negotiated with ****** to pay $6,000 for my vehicle back. However, ***** sated that they would not honor this verbal contract if I did not purchase the **** Explorer.

  

  Business response

  03/03/2023

  The original delivery date for ************** was February 14, 2023. A few days later,******************* (our Finance Manager) notified ************** to let him know that we would need to re-sign the contract due to ************** not providing us with proper proof of income. However, in the interim, we were able secure a lower rate for ************** with no proof of income. ************** came by Friday, February 24th to re-sign his new paperwork with the lower rate and ************** became very loud and demanding. We expressed frustration on our end as well since we did everything we could with no proof of income.
  
  We offered ************** a few choices on how we could proceed:
  
  He could re-sign the new paperwork at a lower interest rate on the Explorer he purchased and then buy his trade back for cash (for what we allowed him for it in the deal). The trade-in had already been paid off and the reconditioning had been completed, so the final price of the trade-in would be taxes, fees, and reconditioning cost.
  He could just buy his trade in back for what we allowed him for it in the deal plus taxes, fees, and reconditioning cost plus the amount listed on the conditional delivery receipt.
  Or he could just pay us the amount listed on the conditional delivery receipt, and Uber home.
  
  These were all proper ways of how to proceed and ************** chose the #1 option.Additionally, we went above and beyond by detailing and delivering the trade-in (Taurus) to ************* house in ***************.

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Unfortunately, I did not receive this reply from the respondent. I did check my spam files. Nevertheless, I would like the opportunity to reply to their response.
  

  For the most part, what ****** the sales manager explains is basically correct. However, what he fails to describe is the Gangsters Paradise environment that was created when I arrived to re-sign the contract. So, to understand completely the controversy; Id refer you to the text message that I received from the salesperson *************************, on 02/17/2023. I purchased the vehicle on 02/14/2023. In the 02/17/2023 text from **** he stated that I would need to resign the contract due to proof of income requirement. I explained that their was no issue with that, but that I would like to pay the cash instead of the trade-in for the Taurus (my family wanted to keep the car).
  

  I was told by **** that he was going to contact his sales ************************* and explain the situation. Instead, I received a text message from *****. I explained the entire situation to ***** on 02/17/2023. He told me that he was working on it and everything should be fine. So, on 02/22/2023, I received a message from ***** stating, Call me back when you get a second [I] have really good news. I called him back and we set a date for Friday, February 24, 2023 to resign the contract and pickup the Taurus.
  

  However, when I arrived they were acting bizarre. ***** was trying to force me to sign the new contract, but he would not mention or even discuss with me the details of the Taurus. I wasnt rude or even upset at this time because everything was going according to plan. However, ***** begins to tell me that they are not going to discuss the Taurus until I finalized the new contract. I asked for a complete pause and requested that everything be put on the table. Their behavior was more than suspicious at this point. Finally, ****** comes into the office. It is ****** who was being very direct and all business and discriminatory. I asked him about my Taurus. ****** stated, Oh, our **** Taurus. He told me that he could sell me back my Taurus for reconditioning fees and tax and license.
  

  I explained to ****** very professionally that it was my intention to simply pay cash instead of the trade-in. Since he was being so mean I asked if we could calm the situation and get back on track. ****** told me that he did not have to calm down and I didnt even have to purchase the Explorer at this point. Basically, they wanted my very pristine **** Taurus. I was not aware of this. At the time of trade-in he said that he did not want the hassle of the trade-in or that the car was only worth $4500.00.
  

  Time and time again I tried to plead with ****** that my family wanted the Taurus back. I explained how I had contacted **** and had spoken with *****. He said none of that mattered because he owned the title to the Taurus. He described that he paid to have my nearly perfect car reconditioned. He explained that I could buy the Taurus back for nearly $8000.00, plus tax and license. I was not angry I felt absolutely robbed by the *************** Group. I even asked where *************** was: His reply was *** is long dead and buried. I asked if there was anything I could do? He said buy the Taurus back from him because he was running a business and he could not afford to take any losses. I asked him about the extensive warranties that I had purchased for the Explorer and our business relationship? He basically considered that non-information and ignored me.
  

  It was me that suggested that I offer $500.00 in that I could bring my car back with me, and compensate him for any losses he may have incurred. He ultimately agreed to these terms. I made *****, who was sitting in the office send me a text stating, in writing, prior to signing the new contracts that they would not renege on this agreement. I have the text. I signed the new contracts and basically that was that. But, upon receipt of my Taurus, it now has a check engine light, and ****** has not contacted me to fix it. I have contacted ***** several times anon only to be told he will get with ****** about it.
  

  
  Regards,
  
  *********************

  
  

  

  Business response

  04/05/2023

  **************,
  I am sorry that you missed our response and for the atmosphere you felt when you were at our store. With that said, we sold your Taurus back to you for $5380.44 plus tax and fees (which is less than we gave you for it on trade at $5500). Please see the attached purchase orders. We also detailed your vehicle and delivered the Taurus to you at no charge. This was an expense that the store incurred. Also, we did not do any mechanical work to your vehicle. Therefore, regarding the check engine light that you mentioned in your last reply, we had no knowledge of that. This would be maintenance for you to do on your vehicle. Again, I am sorry for the experience that you felt you had here.

   

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

  General Manager
  
  Tom Wood Volkswagen ************

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached the text that I received from *****, wherein, he promised to sell me my **** Taurus back for $6000.00. It is not difficult to do the basic math to notice that this is exactly $500.00 over the trade-in amount. This is because the agreement was to pay $500.00 over the trade-in amount. **** (general manager) states, in his response, that they sold me my **** Taurus back for $5380.44, which was less than the $5,500.00 trade-in value. In its entirety this is completely misleading. When ****** (sales manager) and I spoke -- he stated that it was a simple Excel calculation to secure the out of door price to include the sales tax and fees. Moreover, I did not request any detailing services from the dealership. The arrangement was for me to simply pick-up my vehicle.

  With the foregoing having been said, my vehicle's check engine light was not on when I traded-in my vehicle (I have attached the text message from ***** (finance manager)). It should be clear that the vehicle's value would have been diminished if it had. ****'s (general manager) response, however, claims that the dealership had no knowledge of this. In addition to that information, I was told by ****** (sales manager) that the dealership's expenses included mechanical work. Finally, **** (salesperson) delivered the vehicle, of which, is usually standard service after selling a vehicle. The dealership sold me two vehicles on the same day.
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Tom wood Volkswagon. And they had my car last year for 6 months and saying I needed a new motor. So I was like ok lets do it. Well I got the car back in June and drove it home and the service engine light came back on. So I took it back and they said it was the motor. So they put another one in and drove it and the same thing happened. So took it back and its the motor. So they put another one in and I drove it for abt a month. And it started to make the noise again. Well we call them and they said they cant look at it for abt 2 weeks. And they couldnt give us a loaner or rent us a car. Well we cant go without a car. So we drove it and the timing chain broke. And took it up there and it was still covered under warranty and we had the oil changed and they said they wont cover it since its the wrong oil. Barring to say that I have had this car for 3 years and put the same oil in it. And had no issues. And plus the car sounded bad with their oil they put in it. So I went to get the car. And I open up the hood and it wasnt put together it has hoses off of it and covers arent bolted on and bolts just hanging out. So I dont what to do. Im calling my lawyer tomorrow to see. I would like my money back and just take it somewhere else so I can get it done right. I have been dealing with them for over a year. And got no where but have a car that I paid **** to get fixed and its not even running.

  

  Business response

  07/13/2022

  First visit RO ******** was 4/10/21-6/11/21 tech found cam damage and cylinder head wall damage. Also found timing chain to be stretched to full extent causing noise. Due to cam and cylinder wall damage, only repair was replacement of engine. Customer requested used option due to pricing. After replacement, tech found fault came on for intake runner valve. Swapped valve from old engine to replacement engine and code cleared.
  
  Next visit **** 6/14/21-6/28/21 tech found intake runner fault to have returned. Replaced intake, right front control arm (quoted on first visit), and covered rental all to service policy.
  
  Next visit RO ****3311 6/24/21-7/19/21 came in for running rough. Tech found used engine that was replaced had metal debris in oil.Replaced with another used one. Covered by engine supplier warranty. Also replaced left front control arm (also quoted first visit) under service policy. 
  
  Recent visit RO ******** 3/5/22-7/2/22 towed in for no start concern. Tech found engine cranking, but wouldnt start. Timing chain broke.Because it was not brought in prior to breaking, it caused damage to camshaft and tech found metal chunks present when removing intake cover. Due to this, it needs to have the engine replaced. Had it been brought in prior to breaking,wouldve likely only needed the chain replaced. The customer only produced records for one oil change over the 18k miles since the engine was replaced.Due to the fact he didnt have more records and admitted to driving the vehicle in a failed state, the warranty company (Besslers) declined the engine replacement.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ************************* still doesnt explain why my car wasnt bout back together and had bolts hanging out. And they were suppose to put a new timing chain that I had on the old motor and that had less then 500 miles on it and my coil packs.as well. 
  

  

  Business response

  08/15/2022

  We were never authorized by the customer or the warranty company to proceed any further on the vehicle.   This was previously communicated to the guest.    We would be happy to continue to work on the vehicle but we would need express written consent from the guest and a means of payment for the additional time and repairs. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an Atlas from here in 2021. So far everything has been great. However, took the car in for an oil change and to have some recalls fixed and they found a leak they needed to repair. We found out about this additional repair by calling them two hours before closing time.They told us they couldnt release the car to us unless we signed a waiver because of the leak. The leak is COVERED UNDER WARRANTY and could potentially leave us without a car for the entire weekend.We asked for them to provide a courtesy car since this repair is covered under warranty and obviously I shouldnt be driving the car if I have to sign a waiver to drive it without it being fixed. They said they couldnt provide a courtesy car because there is a car shortage and they already gave out all their extra cars.We asked if they would reimburse us for a car rental and they said they couldnt make that decision and to call VW of *******. We did and they said that decision is on VW Tom Wood ***********. We called them and they refuse to help us get a rental car when it is supposed to be provided under their warranty. They are not meeting their obligations and they are incredibly rude and now I dont even trust them to fix my car. This is terrible customer service and I just want them to do what they promised to do if my car was getting fixed for a warranty covered repair.

  

  Business response

  07/11/2022

  Mr. and ***************** had an appointment on June 24th 2022 at 11:40am for 2 recalls (door wiring harness modification and HVAC drain tube inspection) and an oil change.  *** repair order was generated at 11:37am and the technician started work on the vehicle at 12:16pm.  *** technician informed that shop ******* that he found a fluid leak and asked for a second set of eyes to verify its origin, this inspection found that the leak was transmission fluid leaking from the transmission cooler adapter plate. Based on the lower splash shield have puddled transmission fluid on it, it appeared the leak had been ongoing for at least a short time.  Mr. and ***************** did not mention or have any concerns with a fluid leak at the time of drop off.  Information was forwarded to the parts department at 2:12pm.  *** parts department verified which parts were needed and that we had them in stock.  *** service advisor attempted to make contact close to 3pm at the same time in which **************** was calling in for an update.When the service advisor informed **************** of the findings he was also informed that the repairs would take to long (roughly 2.5 hours) to complete and at this time in the day it is not something that could be completed and may have to carry into Monday.  *** ******* asked for a rental vehicle in which they were informed that at this time we did not have any rentals or loaners to provide them with, we offered alternate transportation methods such as Shuttle/Valet which were declined by the customers and they demanded a rental or loaner since the vehicle was still under warranty. ***y were again informed due to current market conditions we did not have access to any rental vehicles we could put them in and that all of our courtesy loaners were already out to other customers and that there was a wait list.  *** ******* asked if we would reimburse them for their own rental vehicle if they got one, we informed them that we as the dealer can not make the decision for ********** to reimburse their transportation costs and advised they contact VW ************* for further direction on that question.  *** customer asked if they could take their vehicle and bring it back for the repair at a later date and we advised them that it would not be in their best interest due to the vehicle leaking transmission fluid and if they did want to take the vehicle that it would be documented on their invoice that the vehicle was leaking, and they were advised to not drive it with a leak.  Our warranty administrator also reminded us and the customer that if the transmission became damaged while they knowingly operated it with a fluid leak that ********** may not cover any damage to the transmission or vehicle.  At this point we waited nearly an hour for the customer to make contact with us and confirm that they would leave the vehicle to complete the repair.  During this time, we were able to verify a technician that was scheduled to work on that Saturday would be able to take over the repair and likely complete it early in the day on Saturday.   When ***************** called the service advisor back after that hour, we informed her of our plan of action.  ***************** continued to spend 20 minutes yelling at the service advisor about how we should give them a vehicle to drive because it is an expectation due to the vehicle being under warranty and that we were purposely not providing them with a vehicle.  It was explained to her multiple times that we simply did not have access to a vehicle that would could provide them, and that if we did have access, we would have been more than happy to supply a courtesy vehicle for the weekend. 

  
  We were advised to contact **************** on Saturday when the vehicle was completed and ready for pick-up.  One Saturday morning (roughly 9am) **************** contacted the service department and spoke with the Service Manager.  This was the first time the Service Manager made contact with the guests contrary to Mrs. ******* previous statement of asking to talk to him and being denied.  **************** was very enjoyable to talk to and he called to ask what their **** would be at completion.  *** service manager explained to **************** that all of the repairs including the maintenance were covered by ********** under their ******************* Warranty and that they would not have any charges due to them.  **************** advised that he was at work and to attempt making contact with his wife and time of completion and that if she wasnt available to leave him a message.   *** vehicle was completed around 11:30am. Once quality control inspections and paperwork were finished at 11:59am.  *** service manager attempted to contact ***************** and the call went to voicemail in which the voicemail box was not set up full.  *** service manager then left **************** a message informing him that the vehicle was ready.  ***************** picked up the vehicle shortly after 1:10pm on Saturday and was reasonably pleasant without much to say.

  
  In conclusion, we initiated repairs on the customers vehicle in a timely fashion, and during the inspection located and notified them of a Transmission Fluid leak that they were not aware of.  Our parts department had all of the required parts in stock and communication was made with the customer that would be able to complete this repair it would just bleed into Monday.  This is where the experience went downhill,albeit we did everything to the best of our abilities, not having a rental car or courtesy loaner was not an acceptable option to *****************.  During the multiple phone calls with Mr. and ***************** Friday afternoon, **************** was always calm and reasonable, **************** ranged from angry, to yelling and at times yelling over **************** while she was in the background.  She also was very rude and aggressive the Service Advisor multiple times.  Once we knew we were going to be allowed to keep the vehicle (around 4:30pm Friday) and had a plan in place, the repairs were expedited and completed by a different technician Saturday morning.  *** vehicle was back in their possession roughly **** hours after the dropped off the vehicle and they were not left without transportation through Monday.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a warranty issue with our car. Tom wood in ************ Tried to charge us to figure out what was wrong with it and did work without consulting us and we had to get a refund through bbb. So Tom Wood ************ makes ** take it to the original dealer for the warranty issue. They take over 10 days to get the car in, then have the car for 5 days and we get the car back and its as if they have done nothing. The exact same problems exist. We have documented this as well. They then set us up with a rental car company in ************ "Sixt" which then we also have to beg them to just drive us to the rental car due to this is a warranty issue out of our control and we purchased a 3000$ extended warranty for a reason. So they give us a ride and the car company they set up for us has no cars. Now we have to pay an uber to get us to another rental company. This has been one folly after another on their part. Their excuses have been "short staffed", "loaner cars are out to people who's car broke down, your electronics just don't work but it drives", and "we aren't obligated to set up the rental". This has been one headache after another when we bought a warranty to not have this issue. We still have a broken car and the manager has been less than caring or helpful. We left messages saying to just leave us a voicemail if we didn't answer with the date and time of the loaner car and repair service to be completed. It is very simple and they are complicating it on purpose to avoid the warranty repair is what we suspect. **** is my partner and was handling this. There is no malicious intent and we always just wanted them to honor their promise. It's appalling thats how they respond to you as the better business bureau with an empty claim instead of solving the issue. Thank you ***

  

  Business response

  06/10/2022

  We have left multiple messages for the guest and had an appointment set up for **** 3.  The guest never showed up for the appointment.   We have not turned down any warranty or claims but if the guest will not bring the car and leave it for the dealership to diagnose the car then we cannot fix the vehicle.  We are more than willing to diagnose the car if the owner of the vehicle will come in for an appointment.   

  Customer response

  06/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I am really confused why they are lying now about the appointment on the 3rd of June. They made it then called and left voicemails saying we  They also stated they would not have the loaner car for us and I have the voicemails that confirm. THEY DID NOT MAKE AN APPOINTMENT FOR US JUNE 3rd. I will gladly send you that says we did not have an appointment. I have never had a company lie that openly. Clearly they still have no intention of making a commitment of a day and time with a loaner care through the better business bureau. Once again I will state it clearly so they can not avoid it again. I want them to commit the day and time of an appointment with a loaner car through the avenue of the BBB. This is a joke that they are still stringing this along. ]
  
  Regards,
  
  *****************
  

  

  Business response

  06/21/2022

  We will still diagnose and/or repair the vehicle as needed but based on our interactions we will not be providing a loaner.  

  Customer response

  06/27/2022

  Better Business Bureau: This is unacceptable. They had our car for 5 days. We were inconvenienced and paid out of pocket for a rental when it was all said and done, and after we paid $3000 or more for this "warranty". They did not fix the problem that we took the car in for. Now we have to go back again due to THEIR negligence in the first so called "repair" they claim they did. Nothing changed on the repair. They have blatantly lied to you about what they have told us where I have hard evidence including phone calls recorded and voicemails, and now they are attempting to brush off their negligence and responsibility of the situation they have FORCED us into by not repairing it properly the first time. If this is not how the manager sees it, then they are completely incompetent and do not deserve a managerial position as this is a basic customer service rule being broken. If you said you did something and results show you didn't, you do not further inconvenience the client. 

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************

  
  

  

  Business response

  07/05/2022

  The comments being made are not accurate and do not reflect the interactions we have had with the guest (and people representing the guest).   

  Customer response

  07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************

   

  They are literally running this email in circles to avoid this. They need to be held responsible because they think they are a large enough company that they do not have to adhere to basic customer service. Please call us when you can *******. I will show you the inconsistencies via my recorded calls and voicemails they left saying the opposite of what they have told you here. Then you can decide to which of us is inaccurately representing this situation. The fact I have the evidence they are lying in these messages quid pro, and they continue to double down absolutely blows my mind. We have contacted the warranty company and let them know that the car dealership did not repair what they said they did as the issues are still happening even after having the car for 5 days so that the warranty company can make sure they are not being charged fraudulently. I have also filed a formal complaint with the attorney general and after their lies in these messages I am willing to go as far as needed to hold them accountable. 

   

  Thank you,

  ***

  
  

  

  Business response

  08/15/2022

  sophospsmartbannerend

  We have responded on several occasions and she will not return our calls.   There is nothing more we can do at this point.

  Customer response

  08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  So at this point they are lying again. THEY HAVE RETURNED NO CALLS. We have had the car fixed properly from another dealer with the warranty covering it. We now want to be refunded for the difference in the rental car as well as the Uber and all other cost including gas and time spent on taking our car to them and they did not perform the service they stated. I have record of the other Honda institution explaining how they did not do the job fully and left the car in disrepair causing us to have to spend more money and time to take it in again. They will now be refunding us for an approximate, ****** for the difference of the rental car that the warranty did not cover, $30.00 for an Uber we had to take to another rental company due to the car they reserved for us was not reserved, $100 in gas spent, and 200$ for the time wasted on a repair they lied they did. Please let me know what information and recipes you need from us. This manager ****** is a complete liar and once again I have proof and can send phone records showing no voicemails or missed calls. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used 2016 ********** Jetta GLI from Tom Wood Porsche in ************ at the end of August 2020 for around $15,000. Shortly after purchasing the vehicle, I took it in to Tom Wood ********** in Noblseville for a maintenance inspection and was quoted over three thousand dollars in repairs including all new tires which had been cupped due to them not being rotated ($834), a transmission leak ($779), rear brakes ($369), timing cover leak ($631), and an alignment ($140). I reached out to the salesman I worked with when purchasing the vehicle ******************* and he forwarded the information over to ************************* who is the sales manager and put me in contact with him. After emailing him and attempting to call his office phone several times I got an email response on November 30th of ************************************** with $1,000 towards repairs to the vehicle. After this email I was unable to get any response from him via phone or email for several months with no details given on how I would receive this assistance (if I needed to provide receipts for the repairs, etc.). Finally, on August 17th of 2021 I went into the dealership and asked for him directly. I spoke with him in his office where he proceeded to tell me that the check had been approved and sent out a few weeks before that (almost 10 months after he told me they would assist with the cost of repairs). Unfortunately, I had moved addresses within that 10 month period and I never received the check. I explained this situation to him in person and gave him my new address as the check had not been forwarded to me. He explained he would request a new check be sent out to my current address. Since then, I have been unable to get any correspondence from him or anyone else Ive attempted to reach out to at Tom Wood Porsche and I have not received any check in the mail. It has been over a year and a half since I was told I would receive assistance and I have come to the BBB to help resolve this issue.

  

  Business response

  06/14/2022

  As a one time offering of goodwill, the consumer is being sent a check in the amount of $1,000.00. The check will be sent to the most recent address we have. As this is the exact request of the consumer, this should provide closure for this matter.

  *************************
  1430 **************.
  ******, **  46032
  Daytime Phone: **************
  E-mail: *******************************

  Customer response

  06/15/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. The only concern I am left with is that the check is sent to me in a timely manner. I was told previously that the check was sent to me over half a year after I was told they would send it to me and my address changed by that time and it was not forwarded to me by my previous landlord. My current lease ends at the end of July, as long as I receive the check in the mail by that time I will be satisfied. That leaves them roughly 45 days to process and get the check to me, which I believe is ample time. If the check is not received by that date I will have to rely on my current landlord to forward me that mail, which for the most part is out of my hands, especially if the check isn't received until several months after I have moved out. If the check is not received before I move out and is not forwarded to me, my fear is that I will have to go through this entire process again. 
  
  
  

  Regards,

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

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to get serviced at the dealer. They took nearly 3 weeks to complete the service and didnt inform me that a part of the repair was covered by warranty. Instead they increased their labor cost to make the total price the same as the initial quote. I only noticed the discrepancy because they hadnt even preformed the maintenance I paid for.

  

  Business response

  04/19/2022

  We truly apologize for the concern and issue with this vehicle.   We currently have the guest's car into service to complete the repair and ensure it is resolved to the customers satisfaction.    We expect this to be resolved quickly will work with the guest for complete resolution.   

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Discovery was beautiful the day I picked it up. After one carwash several scratches appeared that weren't visible before. Im guessing they used black polish to hide the imperfections.Then the key fob stopped working, even after changing the battery.A few days later, the plastic casing that holds the driver's seat broke loose.Dealership didnt return my call for service so I drove up in person and ***** was happy to order the replacement, telling me it would be there the following week. (The following week I followed up and she said it would be the end of April.) ***** I was there I pointed out a molding on the roof was flipped up and not secured to the roof, the trim around the passenger side wheel well popped out a d a trim piece on the front windshield was loose. She said shed call when the seat part was in. Two days later I went through the carwash and water streamed in on my left shoulder, coming from the door. This is when I was sure I had been sold a lemon! I emailed ***** since I now have her direct contact and she said the piece for my seat was in miraculously and that they'd fix the three trim pieces and the water leak. After a week of getting the run arou d from the gen **** sales mgr and used car **** they agreed to buy it back for what I paid so long as I bought another car at full price. During that week, I was able to obtain records showi g this was not a lease turn in but a damaged car bought at auction with interior full of water due to failed windshield seal. ***** my sales person LIED. I picked up my car today so I have proof of the issues with this car and want a full refund of $56,312 or the difference of what I have to trade it for at a loss with another dealership.

  

  Business response

  03/21/2022

  Client took delivery 1/27/22.
  Client signed for and received a copy of the CARFAX
  Vehicle brought back to address warranty  trim repairs 2/14/22, some parts ordered as needed 
  Client demanded discounts in the thousands of dollars
  On 3/14/22 client began posting inaccurate information on ************* defaming both the Dealership and individual employees
  Client brought vehicle back  in to have ordered trim parts installed
  Client requested copy of RO from recon, it was provided
  On 3/14/22, after multiple threatening emails from client, ****** sent email with 2 options with a decision deadline of 3/16/22 EOD: (1) Keep your Certified car or (2) Trade it in to us for full value of purchase price
  On 3/16/22 client sent multiple threatening emails including: Involving an attorney
  Client has since purchased a Volvo from another unknown dealer, not clear if traded

  At this point it appears to be a legal matter after we have tried to work with the guest.   Thank you
  

  Customer response

  03/22/2022

  Better Business Bureau:

   

  Dealership lied about giving me the Carfax. They did not.

   

  Customer did NOT ask for discounts. Customer asked to return the car after seven faulty items listed.

   

  Customer left appropriate and truthful reviews of the business practices observed in this transaction. Files are available to prove those reviews accurately describe customers experience and therefore do not constitute defamation.

   

  Sales rep. lied about the Discovery being a lease turn in. It was a damaged vehicle bought auction with interior water damage. This was not disclosed.

   

  Dealership gave the customer the run around for over a week and only then agreed to take back the car if I were to buy another car from them at full price. 
  

  Customer was advised by an attorney not to purchase another vehicle from the dealership.

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  
  

*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. ↩