ComplaintsforNucar Volkswagen of Norwood

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Four days after standard service the brakes in my VW Golf failed (completely) - luckily I was driving on an empty road at the time and didn't hit anyone. After getting my car towed to another service shop we found a wrench that had been left in after changing the brake fluid.I took the vehicle back to let the service department know. I was told this "never should have happened" and the shop would do everything they could to "make this right" including refund on the service. Two months later nothing but a run around and empty promises. They clearly have low standards / no shame in leaving a car in a state that could have killed my entire family.

  Customer response

  06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a new ** atlas in June at the ** dealership in Norwood. The manager sold me a vehicle service contract. I told him that I wasn't interested, but he informed me that I could "just go online and cancel with a few clicks within 60 days and it would remove the cost from my bill, easy peazy". So I agreed and signed the contract. I determined that I didn't want the contract within 1 month (early July). I called up the ** dealership to find out that they now had new ownership (Group 1 Automotive). Because of the new ownership, they took no accountability for the business they had purchased, using a "it's not me it was them" approach and directed me to the group1auto website to cancel my vehicle service contract. None of the service names of that website lined up with what I had signed up for, so it was not "easy peazy" to complete the cancellation form. I had to resort to just signing up to cancel everything even though the names didn't match up (highlighting their deceptive business practices, i.e. making it difficult for customers to cancel). It's been more than 45 days since I cancelled , and my bank that I hold the loan with still has not received a check from them indicating that I cancelled the contract. Someone needs to be held accountable for this. The "it's not me, it was the old ownership" doesn't hold water. They purchased the business AND the vehicle service contracts; they need to take care of their customers. I bought a 45 thousand dollar car from them and was lied to by the sales manager in order to gain commission off of a vehicle service contract. This is unacceptable. Get your act together please and send me a refund for the contract.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new ** atlas in June at the ** dealership in Norwood. The manager sold me a vehicle service contract. I told him that I wasn't interested, but he informed me that I could "just go online and cancel with a few clicks within 60 days and it would remove the cost from my bill, easy peazy". So I agreed and signed the contract. I determined that I didn't want the contract within 1 month (early July). I called up the ** dealership to find out that they now had new ownership. Because of the new ownership, they took no accountability for the business they had purchased, using a "it's not me it was them" approach and directed me to the group1auto website to cancel my vehicle service contract. None of the service names of that website lined up with what I had signed up for, so it was not "easy peazy" to complete the cancellation form. I had to resort to just signing up to cancel everything even though the names didn't match up (highlighting their deceptive business practices, i.e. making it difficult for customers to cancel). It's been more than 45 days since I cancelled , and my bank that I hold the loan with still has not received a check from them indicating that I cancelled the contract. Someone needs to be held accountable for this. The "it's not me, it was the old ownership" doesn't hold water. They purchased the business AND the vehicle service contracts and need to take care of their customers. I bought a 45 thousand dollar car from them. This is unacceptable. Get your act together please.

  Business response

  09/28/2022

  Unfortunately this complaint has been incorrectly routed.  We have sold the dealership and do not have a contact for the current owner, as it has been sold twice over from when it was *****************.

  Customer response

  09/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This business bought all of the vehicle service contracts when they bought the business. My complaint is that they are dragging their heels and have yet to cancel my contract after I have gone through the proper channels to do so. They must take accountability and do the right thing. Does their business have no integrity?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  09/29/2022

  As previously stated the customer's complaint was routed to Prime Automotive Group.  Prime sold this dealership on 11/2021 - this customer should reach out to ******************.

  Customer response

  09/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will not resolve my complaint until the business follows the law and refunds me the money for the service contract. Please figure this out on your end. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  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. ↩