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:04/15/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 went in for an oil change on 12/26/24 and agreed to a tire rotation as well (total charge $410.05). I returned to pick up my car and was given a total invoice of $1196.46 (includes sales tax). This included three services that I did not authorize or receive a quote for (total $737.96, including $520.62 in additional labor costs). I had to pay this in order to receive my car. Later that week I spoke to the service manager who verbally committed to refunding the labor costs in full. I was told that I would receive a check in the mail in an estimated 5 weeks. It is now almost 16 weeks after the interaction and I have not received my refund check. I have called the service manager a dozen or more times (both successfully and unsuccessfully able to reach her) and have spoken to her on the phone multiple times where she cannot provide me with an update. I have not received anything in writing and have no confidence that this will be solved by continuing to work directly with this business even though I have tried very hard to do so. This has exhausted my patience. I went in for an oil change and left forced to pay over $700 in charges I did not see a quote for or authorize.

  

  Business Response

  Date: 04/16/2025

  After reviewing your file, we can confirm that the refund was processed back to your credit card on April 15, 2025. Depending on your credit card company, it may take a few business days for the refund to appear on your statement.
  If you do not see the credit reflected soon, we recommend reaching out to your card issuer directly. Please feel free to follow up with us as well if you need any additional informationwere happy to help.
  Thank you again for your patience, and we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/21/2025

  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.

  DATE OF TRANSACTION: 10/17/2024 AMOUNT: $878.45 WHAT BUSINESS COMMITTED TO: 1. Northampton ** committed to, and repeatedly confirmed, I would be reimbursed for the rental car. 2. Northampton ** committed to, and repeatedly confirmed, that they would do the repairs on my car: A Warranty turbo replacement, a basic exhaust repair, and a recall repair. NATURE OF DISPUTE A. Northampton ** committed to, and repeatedly confirmed, to reimburse me for the rental. I confirmed this multiple times with the representative. Now they are ignoring my calls and messages. I was told to contact ********** for reimbursement. ** ******* told me Northampton ** would do it and to contact a person named Sarah. Sarah has not returned my calls and messages asking to complete the reimbursement. B. Northampton ** committed to, and repeatedly confirmed, that the exhaust repair had been done. I paid, but it was not done. I had to have it done elsewhere. I was reimbursed for this repair. This is an absurd situation from a professional standpoint. However, this led to concern that the Recall (which is a safety recall) had also not been done despite assurances. ** ******* said ** Northampton would confirm this. This is still not confirmed complete. I want my rental reimbursement that was promised. I want confirmation that the safety recall was completed. WHETHER OR NOT BUSINESS TRIED TO RESOLVE The business has not tried to resolve the issue. At first the representative told me to call ** ******* to get reimbursed. ** ******* told me Northampton VW would reimburse me and that they would be contacted. I was given a new contact name Sarah by **********. I left 4 messages and called and spoke to to ** representatives multiple times and have received no calls or any messages. I have left messages, waited two weeks, and then called again. I still do not know whether they did indeed do the recall work and still do not know how I will be reimbursed. IF ISSUE INVOLVES ADVERTISING: No

  

  Business Response

  Date: 02/21/2025

  Hello-

  I am researching this further, as I joined the company in November 2024. If the customer could please provide a copy of the rental bill, as well as any correspondence had with Northampton Volkswagen it will aid me in my research. Sara B*********, our service Manager is out until Monday 2/24. That will be the soonest I can provide further information. 
  

  thank you

  Customer Answer

  Date: 02/21/2025

  Complaint: ********
  
  I am rejecting this response because:
  This is not a resolution only a confirmation that the message is received.

  I already provided the rental bill and already explained the communication that occurred.

  anything else please let me know.
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 02/24/2025

  I have no record of any agreement. Please provide evidence of this so we can move forward. Without any written agreement, we consider this matter closed.

  Customer Answer

  Date: 02/24/2025

  Complaint: ********
  
  I am rejecting this response because:
  I did not record the phone call. My understanding is that Northampton VW is a reputable business and this should not be necessary. However, I confirmed this verbally on the phone multiple times. I trusted your reputation and did not ask for a paper transcript. Why would I lie about that? 
  
  you can  ask your employee who told me multiple times that this was taken care of. you can also call the rental agency (see receipt)  who will also verify that this was the understanding. I confirmed this on the phone with them when the bill.came. Do you need a letter from them? Will that be enough evidence?

  you can also review communication on the text thread that clearly shows I understood I was going to be reimbursed. And was never told otherwise until after I was billed and then was told VW America would pay it. The text thread also shows evidence that the exhaust repair was forgotten. And finally it shows that you were delayed repairing the car. i would have returned the a rental car if I thought I wasnt being reimbursed.

  this should be evidence that my story is truthful.

  I thought I was being reimbursed because the VW person told me so. I confirmed it multiple times on the phone.

  are you saying that people who entrust their car repairs to you need to collect evidence for all verbal agreements? Do customers need to record their phone conversations for fear of not getting what they were told would happen? To my knowledge this is not common practice at reputable repair centers.

  finally, given the fact that two out of 4 our or agreed upon services were not performed, I am requesting evidence that the recall repair that was agreed upon was indeed performed. I do understand that you have evidence that this was requested, along with the recall work and the exhaust work (which was not performed but billed none the less) but I am happy to send you a copy of your own paperwork if you have misplaced it.

  Sincerely,

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

  

  Business Response

  Date: 02/25/2025

  we have reviewed the repair and rental documents. The rental was obtained by the customer not through the dealership. A competing dealer is not an authorized rental provider. In an effort to assist the customer we will reimburse the customer for $385 which is the max daily rate of $35 per ** warranty guidelines located in ** owners manuals and can be verified by reviewing *** alternate transportation reimbursement guidelines on their website.  This will be our only offer. 

  Customer Answer

  Date: 02/27/2025

  Complaint: ********
  
  I am rejecting this response because:
  

  -although it is disappointing, I do accept the partial reimbursement,

  -but id like to find out if they can confirm the recall work was done?

  thanks,

  Sincerely,

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

  

  Business Response

  Date: 03/07/2025

  The recall was completed during visit.

   

  Customer Answer

  Date: 03/14/2025

  Complaint: ********
  
  I am rejecting this response because:
  Please provide instructions on how to get reimbursement 

  thanks
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/25/2025

  Hello-

  Reimbursement payment is in process and will be mailed directly to the customer within the next 7-14 days.

• Initial Complaint

  Date:12/30/2024

  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.

  The date of the transaction made was 12/26/2024 at approximately 4:30 p.m. and was for a total of $1,633.87.I scheduled an appointment for 60K maintenance on my 2018 Volkswagen Tiguan at Northampton Volkswagen. Upon arriving for my appointment, I requested a state inspection of my vehicle in addition to the 60k maintenance. I was asked if I wanted to do several additional services to my vehicle, and when asked if it fell under the 60k maintenance service (approx. $306.35 per their website), I was informed that the representative was going to save me money by changing the 60k maintenance service to individualized services. After clarifying questions, I agreed as that made sense and it seemed as though that the changes made would be lower in cost than what I had initially scheduled. I was not told what the costs would be, only that the service representative managed to save me money on my service. At this point, I was informed that my vehicle would be ready by the end of the day. I was not given an estimate for the cost of the services, and upon completion, and returned to a bill of $1633.87. After the services were completed, I was given a break down of the services provided. In addition to an undisclosed estimate of $1,500, some of the services are not listed as they had been described. I paid the bill as the work was completed and the service rep seeing my frustration and confusion printed me a voucher for a free car detail. I went in expecting a service charge around $300 and was uninformed that it would be nearly five times my original estimate prior to completing the services. I am requesting that the BBB please seek an appropriate billing adjustment as no written estimate was provided or signed prior to repairs [*** *** **** (3)], and no itemized list for charges of parts/labor was provided prior to servicing my vehicle [MA *** *** **** (9)]. I attempted to meet with the service manager on 12/27/24 but they were unavailable.

  

  Business Response

  Date: 02/05/2025

  Good Morning -

  I apologize for the delay in response, ***** has been away. I am reviewing the details of this complaint on our end today and will have a response sent shortly. Thank you for your patience. 
  

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

  General Manager

  

  Business Response

  Date: 02/05/2025

  I have completed my review of this complaint. Sara ********* the service manager had spoken with the customer regarding the charge for the additional services. The customer threatened BBB action unless we gave her her money back. We have already agreed to reimburse the customer in the amount of $772.03. That request is being completed this week, as it was subject to approval. The customer can expect reimbursement via original payment method within 10 days. We now consider this a closed issue. 

• Initial Complaint

  Date:10/23/2024

  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 bought a car in March. Loved it! Until 10/18/24 when I broke down in the street. My complaint isn't about the car but about the lack of customer service from **********************. I paid extra to join their ***** Card program. It is supposed to cover towing, loaner car and various other perks. I received none of those. I probably could have but nobody would return my call. And when I was able to speak to a human, they had no clue about the process was. They did give me a promise to have someone call me back. That was Friday and Saturday and here it is Tuesday evening. It was $146 for towing and $532 for repairs ( so far!). I had to bring it to a **** dealership because it was supposed to be covered by warranty. But that's not the case

  Customer Answer

  Date: 10/24/2024

  They have offered to refund $500 of the total amount. I accepted. I haven't received the check yet but will update if needed.

  

  Business Response

  Date: 11/14/2024

  Issue was resolved. Customer agreed to refund amount proposed and check was sent. 

• Initial Complaint

  Date:08/23/2024

  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 paid around 1000 dollars for brakes that I did not consent to the order to because I was led to believe that they couldn't be returned. I believe this purchase happened on august 6th, I have been in contact, reaching out to try and resolve it they had offered a 80% refund on august 15th but when I clarified that I did not concern to the purchase they claimed that they would solve the issue. I have been attempting contact through email and phone but there has not been a response, I went in person and was told I would be contact by phone and have yet to to be. My credit score has also been affected by the fact that I have yet to have it refunded and it shows up as a larger credit utilization than I would normally have

  

  Business Response

  Date: 09/16/2024

  Mr. **** brought his 2004 VW Beetle in for a brake concern on August 6,2024. It was determined the brakes needed to be replaced. We did not have the brakes in stock for Mr. ****** vehicle, we needed to make a special order for them. Our policy for special order parts is to collect payment before the order is made. Mr. **** was aware his vehicle needed brakes and that we needed prepayment. He gave us his credit card for pre payment. Mr. **** called to cancel the order several days later. He also reached out to me via email. When I asked why, he stated he could get the job done cheaper elsewhere.  I inquired about the "no consent" and he stated that he knew that he consented but did so because he felt forced. There is no way we would have ordered parts without his consent. He signed off on the credit card receipt acknowledging what he was paying for. The brakes that were ordered are also listed on the invoice Mr. **** received. He did in fact consent then changed his mind. There is a 20% restocking fee for special order parts IF we can return them to Volkswagen. We could return them, but we did not charge Mr. **** the restocking fee. He was provided a full refund. At no time did we place any orders or charge Mr. ****** credit card without his consent. 

   

   

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 tried & checked over a 2021 Tiguan Sel R line, which I purchased after about a month of trying to get the deal finalized. I purchased the vehicle for the amount of $25,984.88. The car was picked up & a noticeable deep scratch was on the driver's side, passenger's door which was not there when I purchased the car. I immediately contacted them & was told they would check out when I picked up registration. When I went a manager, Rob B, who was rude & said he could not repaint the door on a used car. I said that scratch was not there when I tried & purchased the car. He said he would send to detail shop & see if it would make it better. After waiting for 5 hours. The salesperson, Miguel, who was very helpful, took me out to see if I was satisfied, which I said no, it needs to be repainted the scratch is too deep. He then brought out another manager not sure of his name, he took down all my info again, said it had to be repainted was going to call the autobody shop for an appointment for me & would call me. Once again after several messages left with no return call 3 weeks later finally got through to Rob B who said I told you I cannot repaint the door. Told him about the other manager making the appointment, he said I will check & get back to you. That was 2 weeks ago. I am sick of getting the run around, they are the worst dealership, would never recommend them. I do love the car & so far have had no issues other than the scratch that was their fault.

  

  Business Response

  Date: 07/10/2024

  We worked with the customer to come to a resolution and will be taking care of her concerns on the vehicle. 

  We apologize for any inconvenience this caused the customer. 

  Thank you

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  

  I am contacting you regarding my complaint #******** with Northampton Volkswagen, my car has been fixed to my satisfaction.

   

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

   
  
  

• Initial Complaint

  Date:08/11/2023

  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.

  I leased a brand new 2024 VW Atlas and within a little over a week of owning it the computer screen went off multiple times and wouldnt come back on. This occurred while on vacation ( We had to drive over an hour at one point with no climate controls) therefore I contacted the dealership and VW right away to bring my car in ASAP. To my discern I was told that my car needed 2 modules replaced. One of which is over 20 days out (perhaps/ maybe) coming from Germany and the other module the part hasnt even been introduced ( therefore not available/ safety). I have purchased a new car to be reliable and this has yet to be the case. These modules are for the emergency call and communication unit. The other controls the climate ( including temperature and defrost)(to be able to see out the windshield) radio, compass and more. I am very dissatisfied with all these options that I have paid for and that are now not available to me. I have been only told oh well (for this part(s)being unavailable) . Meanwhile my car sat at the dealership for 2 days with no communication from them and knowing it wasnt repairable at this time. The GM had no recognition and was too busy to listen to my concerns or to offer any resolutions. This vehicle was sold defective/ unfixable (until tba) and the dealership needs to recognize/ deal with this through the VW Corp.

  

  Business Response

  Date: 08/17/2023

  The customer purchased the New 2024 Volkswagen Atlas from Northampton Volkswagen, shortly after the purchase the customer did experience an issue with the infotainment center in the vehicle. The vehicle was brought into our service department and looked at by a Volkswagen certified technician, the tech determined that the vehicle did need to have parts ordered and replaced to completely resolve the issue. The customer was explained this and told that the parts would have to be ordered and it may take some time to come in.  

  The customer was not happy with the answers given and was visibly upset with these answers she said that she wanted to reach out to VW herself and was given all required documents to do so, Northampton Volkswagen has reached out to Volkswagen directly to try and assist the customer to speed up the replacement parts however have been unsuccessful due to the availability of them

  Before leaving the technician did a hard reset to the system and when the car left everything seemed to be functioning as designed.

  Customer Answer

  Date: 08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been told 1 part is 20 days ( maybe 7 days ) out on order however I have yet to hear from the dealership and the other part is not even made nor available yet! They have yet to offer a solution for selling a malfunctioning NEW vehicle nor a date has to when my car will be fully repaired and equipped with what I was sold. 
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/25/2023

  BBB spoke directly with the business and they advised that they are working directly with the consumer to find a solution that is agreeable to both parties.

• Initial Complaint

  Date:06/21/2023

  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 purchased a car last month. I believe it was on or about May 15th, from Northampton VW. I found a 2021.5 VW Atlas I liked. I had a few concerns that I made clear after my 2nd test drive (alone) to the salesman Jason L. A ripped piece of rubber on the drivers door, noticeable scratches above the drivers door, on the drivers door, along the rear bumper, and on the passenger side rear bumper. The car also had a shake at highway speeds. I was told this would be taken care of. Here's what happened when I picked up the car with my mother: Jason stated he fixed the ripped rubber HIMSELF with a Gorilla Glue product from a hardware store. Jason also stated the car had the scratches buffed out. The car looked good the day it was picked up. We picked it up on a gloomy rainy day. The next day I went outside when it was dry and all of the scratches were there plan as day. They were either covered up or hidden by the rain. We called Jason, he stated they never promised to fix the scratches. He didn't promise, he said he would. I also brought this up to Rob in the finance office while I was signing the purchase paperwork. He said the scratches would be fixed. When we got to the deliverables page of the contract I asked if the scratches needed to be on the list. He said no. "They will be taken care of. This is only for physical items.". There was a camera in rear of the office. I suggest someone review the footage where I can be seen asking him while on that page. I was also told the tires would be balanced. I'm not sure if this was ever done. While going down a large hill and on the highway the car had a very bad shake. The brakes were supposed to be replaced, all 4. They only replaced the front. There's still a slight shake and I want the rear brakes fixed as recommended by THEIR service dept. I also want the scratches fixed or reimbursement if I get them fixed. Please see the attached chat I had today with Volkswagen for more info. Thank you.

  

  Business Response

  Date: 06/27/2023

  Hello

  we did not promise to repair scratches on Mr. ********** vehicle. we did balance the front tires. the front brakes were done prior to the customer buying the car during a safety inspection. there was not an issue with the rear brakes at that time. we feel we delivered the car to ********************** in more than acceptable condition. 

  If he would like to have his rear brakes inspected by a third party source and they find any issues, we will be happy to pay for the repair.  

  Thank you 

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

  general manager 

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

   

   

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint is on the service department. I had my vehicle picked up by VW on 4/27/23 for a coolant hose replacement, and was quoted a 3-4 hour job. They picked up my vehicle at 9:30AM. I call at 4:30pm when my vehicle still wasnt brought back to me to pay over phone and get my vehicle. The service person (Danny) tells me they havent finished so they are keeping the vehicle overnight. I asked for a loaner (which they advertise for services on their call waiting and on their website) and they said they didnt have any loaner cars. I work until 9PM and they are closed so they wouldnt offer me a shuttle home. The offered no solution, just said sorry. I had no way of getting home. Also no way of getting to work the next morning. I live in a rural area and the closest bus station to me is 3 miles away and stops running at 5pm. It is now 30 hours later and I STILL dont have my vehicle. I called to check in at 2pm and said they are waiting on a loaner car to get mine back to me. So no solution yet. I keep asking for a receipt of services and they wont give me one until the service is complete so I cant attach any documents to help.

  Customer Answer

  Date: 04/28/2023

  I just want my vehicle back! I do not want to have to pay when they took my vehicle hostage for way longer than quoted. If I dont get my vehicle back I NEED a loaner at no cost

  Customer Answer

  Date: 05/01/2023

  Hello my complaint number is ******** and the business corrected the issue and settled in the way I wanted! There is no need to investigate the case any further.

   

  Thank you

  *******

• Initial Complaint

  Date:04/27/2023

  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.

  My husband and I purchased a Certified pre-owned ***** form them on March 11, 2023. It clearly hadn't been checked thoroughly as it did not pass inspection. It had a bubble on the tire and the tint was too dark. I won't go into detail about the long drawn out process of getting them to hurry up and fix the car but we did not have the car in our possession until April 4, 2023. When we got it we discovered that is shook at highway speeds. Back to them on April 17 and we are supposed to get it back this afternoon. We'll see.Our compensation for not having a car and still paying a payment and insurance was a refund of $399 we paid for the "***************". We have never received this check.We requested, and were told we would receive, a letter stating our actual delivery date was April 4. We have never received the letter.When we picked up the car we were informed there was only one key. We requested a second key and were told basically "tough luck". We should have been made aware of this when we were negotiating the price. They have no intention of giving us the key.I have asked the sales manager and the owner to call me and no one will reply to me.Then yesterday, I get a notice in the mail from the *** that our registration is going to be cancelled because the fee they paid when they registered the car for us bounced. The fee THEY paid and bounced will cancel our registration???? Horrible, horrible, horrible company.

  

  Business Response

  Date: 05/19/2023

  We have spoken to **** (Marys husband) multiple times. We had to order parts for their vehicle which did take some time to get the parts replaced to ensure the customers satisfaction,  We gave them a car to dive while the ***** was being serviced, and we gave them a refund of $399 for the TommyCard Elite package for the inconvenience (still allowing them to keep the membership which has a value of $6000 in savings). Then **** and I played phone tag and never reached each other, at this time **** stopped in to check on things, He mentioned that they were upset about how long the process was taking and also that the car did not come with a charger. At this time I assured him that we would get him a charger, we supplied them with a ***** branded Charger.
  
  The customer picked up their car and a few days later they were having an issue with the car shaking at high speed service determined that the wheel was slightly out of balance so at this time we replaced the wheel, this is when the second key was brought to my attention. At this time I looked back at the transaction and determined that the $900 wheel, the refund of $399 and the $800 charger on top of the loaner we gave them was more than sufficient compensation for the time it took.
  
  We also gave the customer a letter on company letter head stating that the MA lemon law would not go into effect until that had picked up their ***** this way they could feel confident in the repairs done on the vehicle.
  
  Customer experience is extremely important to us, however,we have tried to satisfy this customer on numerous occasions as you can see above. To try to resolve this in good faith, I am happy to pay to have the key programed if they would like to purchase one.