Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchase vehicle in Sept 20. When I was looking to buy the car they wouldn’t give me my car keys to take my own car back (prior to paperwork signed) to remove items out of my car. Told me to take the Volvo, gave me a box to get my items out, come in Saturday to sign the papers. Durning that time they ran my credit score 3 times. Took in Apr for first service. Called checking in around 1 pm & at end of day wasn’t able to get through no status. Called next day was told it was done a long time ago & it was ready. No one contracted me. Talked to service manager, smoothed it over, confirmed my contact info. Sept 21, had second service due. Drop off Thurs for a recall & oil change. Was told it would be done that day. Called Thurs night bc windows down, car unlocked. Was in shop. Fri no contact. Stopped in Sat, asking for status & no one could help or check system. Was told someone contacted me, no one did. Received passive aggressive comments the entire time. Which I was not putting up with.
Business response
10/04/2021
Ms. ********** was told that her vehicle would be ready for pick up on Thursday, September 23rd. After our service department performed maintenance on her vehicle they found a gash in her tire. Our service advisor called Ms. ********** on Thursday to inform her of the gash and to ask her if she wanted service to repair the gash. They called again the following day because they did not want to close her service ticket until they knew what she wanted to do regarding the gash. Service did not hear back so the ticket remained open. Our General Manager assisted Ms. ********** when she came into the store on Saturday because our service department is closed on Saturdays. It took some time to release her car back to her because our General Manager was trying to familiarize himself with her vehicle and the situation. It took longer than normal because our service department is closed on Saturdays but we were able to accommodate her and return her vehicle. We do apologize for the inconvenience that this caused Ms. **********.Initial Complaint
09/14/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a 2010 Land Rover from this dealer on 7/19/21. I paid $17899 in cash for the vehicle. I had the car for two weeks and started having issues with it. I had to get a part replaced on the vacuum. It went back in the shop on 8/18 to replace a plug from a coolant leak and replace a sensor map because the check engine light was on. I paid $525.77 for those repairs. I could only drive 30mph in it. On 8/25, I had the vehicle towed to them because of the suspension and it's been there since. They were supposed to supply me with a loaner and they finally supplied it on 9/11/21. The car is not safe for me to drive. They told me it would cost to have it fixed. They took it over to the Range Rover dealer and I haven't heard anything from them. The odometer differs from carfax and the vehicle. The carfax says the mileage is 130172 in 7/2021 and when it was towed to them the mileage said 106015.Business response
10/04/2021
Ms. ********* is in communication with our General Manager regarding her vehicle. I will update BBB as soon as we have more information. Thank you!Initial Complaint
09/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new vehicle from Kathleen Bute at Dean Team Volkswagen Kirkwood with only phone, intended and email contact on July 30, 2021. The car was misrepresented as like new with 61 miles. It arrived via truck Thursday August 26 with significant obvious body damage. Kathleen first blamed the damage on the carrier. She then offered me $500 compensation. The carrier then sent me a photo spring the clear presence of damage at pickup at the dealer. This is clear fraud and misrepresentation. I am withholding the pickup of my trade vehicle in Massachusetts until an amicable settlement can be reached.Business response
09/03/2021
Hello,
Our General Manager, Colin Berndt, has already spoken to Mr. ***** and they have settled this matter. Thank you!
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
24 total complaints in the last 3 years.
5 complaints closed in the last 12 months.