Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 30th, 2024 I noticed an issue with my tires wore out to the maximum after getting them replaced late December 2022 thru ********** Betten Imports Dealership who I bought the vehicle from brand new. VW Betten is the only provider that has serviced the vehicle. The tires were $1400 for 70k miles, I have only used the vehicle for 12k miles and the tires are completely wore out, verified and also super surprised by ******** "****" Anchust in their service department on May 30th with the tire tool they use. He promised to call me back promptly to find a solution, either a replacement or to see what they could do to help with this defect in the tires they sold me only a year and a half ago. He never called me back and to my surprise when I called inquiring about the issue today he said VW will not do anything about it because tires wear out-I asked him if 1400 tires that are meant for 70k miles wear out for all their customers at 12K miles and he replied of course not. But they will not do anything about it or take any responsibility. Of course I was upset and when I asked to speak to his manager he stated he would not let me speak to the manager because "there is nothing the manager can do for you", when I said i would be reaching out to the BBB he started screaming at me over the phone and would not give me his name. The only reason I have his name is because I called the VW operator back who was able to provide it to me. This is my 4th new vehicle from Betten Imports VW and I have referred people there as well, I cannot believe that they will not take responsibility for the defective tires they sent me, my vehicle is all wheel drive yet the back tires are like new while the front tires are completely wore out-clearly with use of only 12K miles over 1.5 years this is not acceptable and I expect a response and solution from VW.

  

  Business response

  06/10/2024

  This issue was with the excess wear of tires. Driving habits and road conditions coupled with the soft nature of performance tires contribute to wear - nothing Betten controls.  Betten Imports does not manufacture or provide a warranty for tires - that is handled through Continental.The manufacturer was contacted but the customer refused discussion and hung up on our advisor. Continental agreed to provide goodwill to cover one tire and Betten agreed to cover the second with the caveat that the erroneous claims made in several on-line reviews and the BBB were retracted.

  It is our understanding this was agreed upon with the customer. 

  Customer response

  06/10/2024

   
  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. The business called me after the reviews left online to give options which were not given by their Service advisor even prior to the end of the call. The reason I had to end the call is because he raised his voice and was speaking over me and refused to let me speak to his manager. Now that an adequate solution was proposed by Betten Imports this claim can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our family has been a customer of ********************** ******* for approximately 26 years and have purchased and leased several *****s from Betten as well as having used the service department for all service and maintenance needs throughout this period of time up to the present at which time we have been bringing three *****s in for service. Based on my experience, as is frequently the case with *****s, a check engine light lit up on my ****** ***** V60 R-Design. This was about 1.5 to 2.0 years or so ago. It was coming on and off periodically, so I stopped by ***** where it appeared to be the Catalytic Converter. I was told that it wasn't an immediate concern and I could continue to drive the vehicle. At that time the vehicle had about ****** or so miles on it and the vehicle was less than 8 years old. More recently, within the last 6 months, I stopped by ***** to see when I was due for Maintenance as I had not received the usual reminder. The person setting up my appointment mentioned I was due for a number of items which would be for the ****** or ****** mile maintenance. I again mentioned the check engine light going on and off and to double check the issue as it seems to be the Catalytic Converter. At my scheduled maintenance, they confirmed that this was still an issue but wasn't urgent. Some time later, I went back to ***** to inquire about a warranty claim on the Catalytic Converter. They explained that the warranty expired after ****** miles. They said that they looked into it further, but the claim was rejected. I never received a response as to the reason for the rejection. Not hearing back, on or about December 20th, 2023, I sent a detailed letter to the General Manager of Betten Imports detailing the history of my efforts dealing with the issue. I have never heard back. In that correspondence I included a picture of the diagnostics that mention the catalytic converter issue, the mileage at that time, and the recommended time for repair.

  

  Business response

  02/20/2024

  Our ***** Factory Rep has been contacted and we are waiting to review the history on this vehicle with him. We cannot approve warranty coverage and are seldom told why the factory rejects a claim. However, we will attempt to get further clarity form our representative.  

  

  Business response

  02/28/2024

   We do not have record of any check engine light being diagnosed as a faulty catalytic converter prior to the expiration of ******* catalytic converter warranty period. For any post expiration coverage, ***** would require some sort of documentation showing that the failed catalytic converter existed prior to this expiration and this would have to have been diagnosed and confirmed by an authorized ***** dealer. Catalyst efficiency codes are often actually faulty oxygen sensors, so showing a history of a code without a diagnosis does not show evidence that the converter is in need of replacement, therefore any history from a third party code reader will not apply, not to mention that wouldn't be evidence an authorized dealer was involved. If the customer is able to provide any evidence of diagnosis by an authorized dealer prior to the expiration we are more than happy to bring this to ******* attention in hopes we could secure coverage. If ***** coverage cannot be secured we are willing to offer a one time goodwill discount of $568.25, bringing the total cost of replacement down to $3000 even (original quote $3568.25).

  Customer response

  03/02/2024

   
  Complaint: 21149997
  
  I am rejecting this response because: 

  My understanding is that Betten Imports "went to bat for me" back, I believe, in November and then responded to me after I left them a follow up message, told me a week later that the claim was rejected. Even though requested, I never received a reason for the rejection, which did not seem to be a burdensome request for a long-time customer and having been told frequently by the service department that my family and I were one of their favorite customers. Since any error was generated by Betten Imports employees or management for failing to timely inform me of the warranty, Betten Imports has the option to cover the costs which the warranty would otherwise cover.  I do not intend to rely solely on the warranty because of the failure on the part of Betten Imports to recognize that the problem was under warranty when the issue with the Cat. Converter was timely presented to them.   Considering our family's loyalty in bringing all upkeep and repairs to Betten Imports as well as the purchase and lease of several vehicles since moving to ************ on or about 1997, I believe that the right thing for ******************** to do is to cover the cost of the replacement cat. converter and costs of installation.  Because ******************** has ignored my requests of a resolution for the past 4 months, I have had to purchase and have installed a new cat. converter by a reputable auto service company in the area so as to not further affect my vehicle's mechanicals or cause unnecessary pollution from the early demise of this part that was under warranty when the issue was brought to the attention of ********************.  At this point I no longer care of the reason for the rejection and would expect reimbursement for my out-of-pocket costs of nearly $6,000.  If ******************** can then collect on the warranty I would be happy to transfer my rights under the warranty to ********************. As an observation, if there was an actual communication where the situation was fully and properly explained to the warranty company, at the very least, ******************** would be aware of the rationale for a rejection.  Sending a quick note regarding the warranty without making reasonable effort to bring my position to the warranty provider is inadequate.  And  then by ignoring my detailed letter to Mr. ******************** delivered to him on or about December 20th and requesting the opportunity to discuss this issue with me, demonstrates bad faith in the Company's dealing with this issue, not to mention BBB's efforts to receive a response.
  
  Sincerely,
  
  *******************************

  

  Business response

  03/21/2024

  We have repeatedly responded to this complaint.  As the dealer we have no control over the decision of the manufacturer to extend warranty coverage beyond the terms of the warranty. 

  We have gone to the manufacturer on the behalf of the customer on two occasions in an attempt to help him secure goodwill coverage but with no written record of the catalytic converter failing prior to the termination of coverage makes this a long shot.   Accordingly, coverage was denied by the manufacturer.  Betten Imports did not build the car, does not set the warranty for the car and did not cause the car to have mechanical issues. While this unfortunate, Betten Imports has done all that is reasonable to assist the customer.  If the customer has documentation from an authorized ***** dealer of the catalytic converter failing prior to the warranty termination, we can submit that for reconsideration, outside of that, there is nothing we can do..    

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/14/2023 $I booked a ******* mile service through their website. On their website this is listed as $170.95. The actual price Betten charges for this is $349.99. When I brought this up to the clerk they stated that is what ********** advertises for this service, but because we're in a ************** like Michigan, there are additional costs due to snow, salt, etc. that vehicles here need. I asked if Betten would price match, and was told no. The clerk took $50 off for me after I stated I was dissatisfied and may take my business elsewhere. Invoice #******. Their website showing the erroneous price was seen online at bettenvolkswagen.com/schedule-service-appointment.htm and seen both on Monday, December 11 and Friday, December 15th.

  

  Business response

  12/18/2023

  The package that was chosen on the website is a different package than was completed during service. After conversing with the customer our consultant made a recommendation for a maintenance package that included a few additional items, along with a $50 discount on this larger maintenance package, and that was approved by the customer. After a review of the website I can understand why there is some confusion and I will be making some changes to the site in hopes it will clear this issue ** in the future. I am more than happy to refund the customer the difference between the package that was completed ($349.99) and the package that was originally scheduled ($170.95) minus the already provided $50 discount, making the refund amount $129.04, in hopes that we can keep his business! 

  Customer response

  12/22/2023

   
  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

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently leasing a 2023 ********** ID4. I have had it almost 3 months and have had issues with the vehicle randomly shutting off while I'm driving, it even caused me to hit another vehicle. The dealership could not care less and is not trying to make me pay for the damages and take the car back regardless of the fact that they cannot fix it. They have refused to buy it back, I don't know where else to turn.

  

  Business response

  12/18/2023

  The dealership has done all it can to try to diagnose the cause of the customers complaint including driving the vehicle over 500 miles.  The complaint did not duplicate itself during this time.  With that said, we have submitted the customer's buyback request directly to ********** of ******* and provided them with everything they have asked for in a timely manner.  Buybacks are not handled at the dealership level; they are a processed and authorized wholly by the manufacturer.  We empathize with the customer and have offered for her to trade out of the vehicle but to no avail. ********** Care should be able to consult with her as to the status of her buyback request. For legal reasons, as the dealer, we can not discuss a buyback with her as this falls out of our purview and legal standing. 

  Customer response

  03/19/2024

   
  Complaint: 20975422
  
  I am rejecting this response because: Buying a car from here has been a nightmare. Communication is awful. **************** is awful. And in terms of caring about your safety vs. money in their own handsyou dont matter and the money does. My id4 ********** that I LEASE from here shuts off while Im driving and after bringing it in FOUR times for shutting off while driving, I get in an accident with my 3 year old son because they made me take it back and it shut off and the brakes quit working. Before it shut off, it had several coding errors occur that they told me were fixed. The Manager ignored my messages and phone calls for weeks until I told their mechanic I wasnt bringing the loaner back. Then he threatened to call the authorities on me because HIS MECHANIC told me to bring the car in one day, when he demanded a different day. Car was not fixed. My safety is not cared about. ******** got his paycheck and so did ****. They want me to pay to have it fixed before they will look into it again, and will not take a look at it before I do that. This car is not safe, and I just want a buyback and money for my car I sold them so I can purchase something different. On top of it all, VW dealerships have not looked into my issue, have sent me letters addressed to other customers that have nothing to do with my issue, and wont return phone calls.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/19/2024

  Date Sent: 3/14/2024 10:43:34 AM
  The vehicle was driven extensively, at no charge, with hopes of recreating the complaint so it could be diagnosed and repaired. We never experienced even a single occurrence of the complaint therefore a diagnosis could not be reached. The dealership provided the manufacturer with all of the requested documentation in a timely manner regarding the buyback request. The buyback process is handled by, and only by, the manufacturer, and they are the sole decision makers regarding an approval or denial of a buyback. We truly wish we could've replicated the concern with the vehicle and provided a repair. We will continue to do whatever we can to help in any way with buyback requests from the manufacturer. We are legally precluded from having any discussion directly with the customer regarding the buyback process.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently took my vehicle to Betten Imports to get my truck fixed so they attempted to fix it i paid them &picked my truck up a day later the same problem returned so i took it back they said that the original situation that i paid to get fixed was not ******* was something else so they attempted to fix this issue i paid them a large amount of money again picked my truck up for a second time 2days later the problem returned so i take it back & the diagnosed that what they last fixed was not supposed to be fixed cause that was not the problem so they refunded me for the second thing they said was the issue so i toke it back again cause the problem reoccured & now they saying that the first thing that i took it for which they were suppose to fix was not fixed & since it was not fixed it has caused a bigger issue with my vehicle but if i paid for this to be fixed the first time i took my ********* since they did not fix it now its something more serious the situation had been paid for when i first took my vehicle.If it was fixed the first time this wouldnt be a issue cause i paid to get it resolved & now ur asking a amount of money that was the reason is cause the first thing wasnt fixed right i think its some kind of fraud or embezzlement so i want to seek a lawsuit!!

  

  Business response

  09/16/2022

  Apologies for the delayed response. This employee is no longer with us....We are researching your complaint, and will respond within 7 business days.

   

  Thank you!

  Betten Imports

*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. ↩