ComplaintsforLuther Brookdale Volkswagen

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a repair problem with my vehicle. I had parts replaced at another mechanic. I towed my car to Brookdale VW to have the car reprogrammed. They were unable to reprogram due to additional issues. Brookdale VW said they would inspect and repair issues they find. They have had the vehicle for ~6 months. I have had to drive to the dealership to get updates on what they have done/the current problem. I have not been charged for any work done. I have been using a vehicle, on loan, to go to work and transport myself to run errands and etc. I would like Brookdale VW to diagnose my issue and repair it (if possible). I am, and have been, willing to pay for any work completed. Otherwise, I would like to know what the issue is if it is not able to be repaired.

  

  Business response

  09/27/2023

  He bought it to ** after another shop could not fix his car after their attempts. The issue is believed to be an intermittent electrical wiring issue. We did find a GPS tracking unit that was spliced into the car (he may not know that this was in his car).  Thursday, I have had a technician attempting to diagnose this issue. As of yesterday, I have taken my top technician to attempt to fix the wiring / electrical issues this car is ailing from. We have left a couple of voicemails on the phone number that has been provided by the customer and AGs office but have not heard back from *****.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 1, 2023 I signed a document canceling the warranties on my Tiguan. The funds were to be returned to my lien holder ******************* I called ****** at Luther on the 13th of February and she assured me they would be refunded by 30 days. Again I called Luther on March 2,2023 and they were unable to help me.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a VW Jetta, 2012. I bought the car used with aftermarket rims in 2018. I had no issues with the car or rims until spring of 2022 when I had the Luther Brookdale VW dealership rotate the tires. About a month after I brought the car back in due to a shimmy/wobble of the steering wheel while at highway speed and a missing lug nut of the left front wheel. They claimed it was the wheel bearing failing and the lug nut was a coincidence. The wheel bearing repair cost nearly $900 in May of 2022. After the new part, I could still feel a wobble and needed to have the car towed. The dealership again said it was the wheel bearing. After further communication, they agreed to do the repair at no cost under warranty of the repair. I brought the car back in 3 weeks after the second repair for a recheck and a continued shimmy. They then claimed it was a separation of the tire ply and I would need both front tires replaced. The manager drove the vehicle and found he still felt a wobble. Upon further investigation, they determined one of the lugs was sitting too far in on the left front wheel and the rims would need to be replaced. I am concerned that the initial issue was caused by the repair team during the rotation and I am looking for them to buy four new factory rims.

  

  Business response

  09/21/2022

  We spoke with ******* and found some used factory rims for $320 that can resolve the issue she is experiencing with the aftermarket rims. She is happy that we can resole her concern.

   

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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car in for service as the check engine light was on and the vehicle was hesitating or misfiring at idle. Check in was great. Was told to drop off Thursday night to get it looked at on Friday morning at 7. never once did they reach out to me on their own to let me know anything about my car. finally after a few attempts somebody answered the phone and basically told me my motor is junk and it will be 17 grand to fix it. keep in mind this is a 2k dollar car. I said I will hold off on that and come pick up my car. they told me they would reach out when it was ready to be picked up. 2 days later I still don't have my car. Nobody called me ever and every time i called i would get voicemail. then finally got a hold of them and they told me they lost my keys. they called me right before close to come pick up my car. I drove 45 min there just to find out it no longer runs. I had drove the car there and now it doesn't run. they told me all they did was a compression check. I didn't have any verbal or writing information saying my car didn't run until after I paid. My car is in worse condition then when I brought it and the service was terrible. I still haven't been able to get them to pick up a call. I have left countless voicemails and called 3 times just today. I ask the main lady for the service manager and then it just goes to voicemail. They are not telling me the whole story or any story at all of what went down at their store with my car and I am deeply infuriated at this point. Worst dealer I have ever been to. wouldn't recommend it to my worst enemy.

  

  Business response

  04/19/2022

  This has been resolved with the customer

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