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:03/26/2025

  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.

  I purchased a new car from this dealership May 2021 and have had the same problem with the car since buying it. When the weather is hot the car will stall upon cranking l. This happens multiple times a day during the summer months. I have sent the car to the dealer multiple times for repair and the car is never fixed. They have replaced multiple parts on the car with no resolution. They offered for me to trade my car in at current value (significantly less than what I paid for it) this has been an ongoing issue for over 1 year without repair. I have contacted Volkswagen of America and they refuse to help because my car is no longer under warranty but the only reason it is not os because the dealer kept attempting to fix it and returning it after having it for months at a time. The problem started while under warranty and should be resolved. I paid $35,000 for a vehicle that has not worked properly since purchase.

  

  Business Response

  Date: 04/07/2025

  We want to assure Ms. **** that her concerns have been taken with the utmost seriousness and care. In our efforts to address the issue, we engaged multiple Master Certified Volkswagen technicians, the Volkswagen Quality Technical Manager, and the Volkswagen Technical Support Line. Despite extensive investigation, including numerous diagnostic tests and part replacements at the direction of Volkswageneven in the absence of any fault codeswe have been unable to duplicate the concern described.
  At no point during these evaluations has the vehicles electronic control module stored any codes indicating a malfunction. Without a verified or reproducible issue, we are unable to perform a repair that cannot be substantiated through either symptoms or diagnostics.
  We fully understand how frustrating this can be and are empathetic to Ms. **** experience. Weve made every effort to support her through this process, including providing complimentary services at both ****** and ****** miles as a gesture of goodwill.
  Regarding the request for a full refund, Ms. **** has driven the vehicle for over four years and accrued more than ****** miles.  Based on the vehicles extended use over four years and more than ****** miles, we do not believe a full refund of the purchase price is appropriate under these circumstances. That said, if there are any specific repairs Ms. **** paid for that she believes did not resolve the issue, we are happy to review those individually to determine if any additional goodwill action may be warranted. Our goal remains to provide fair and transparent service while adhering to both Volkswagen guidelines and what is reasonable for the situation.
  We appreciate Ms. **** continued communication and remain open to further discussion to explore any remaining questions she may have.
  

• Initial Complaint

  Date:07/02/2023

  Type:Billing 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 went to Leith Volkswagen in **** for an appointment on July 1st at 9 am for an oil change and to check my ac. When all of the work had been done to my vehicle I was given a bill for $1011 for services rendered, they had done a full ****** mile service replaced fluids for everything, worked on my transmission, did tire rotations and balancing, checked the battery and spark plug replacements. None of which I had asked for. They tried to rectify the situation by giving a discount on the service but it still came out to $778.24 for the work done and I didn't expect to be paying that much money I wasn't financially prepared. I agreed to pay at the time of payment under the assumption there was no other option for the work had already been done to my car. So I am reaching out in hopes that the BBB will look into this issue. I believe in this instance I should have been told what services were taking place, and at what cost I would have been charged. I appreciate your time and concern looking into this situation and look forward to hearing from you.

  

  Business Response

  Date: 07/05/2023

  We would like to address the situation involving ************************ service visit in a thorough and professional manner. It is important to note that ******************** was provided with explicit information by his service advisor regarding the services recommended on July 1st. Furthermore, an estimate was presented to him on an iPad, clearly outlining the recommended services based on his vehicle's current mileage. These services align with the specifications outlined in the owner's manual for maintaining the vehicle at ****** miles.

  
  We have attached the signed estimate for your reference, which prominently states the preliminary estimate at $982.02 and a revised estimate at $1005. The revised estimate includes the necessary taxes and fees related to the service work on his vehicle. Notably, the estimate contains an authorization section wherein ******************** explicitly granted permission for the specified repair work, along with necessary materials, while acknowledging that unforeseen circumstances such as loss, damage, or delays may occur beyond our control. He also granted permission for testing and inspection by our employees. 

  
  It is crucial to emphasize that ******************** willingly signed this estimate, thus indicating his full understanding and authorization of the recommended work. Our communication clearly conveyed the proposed services, and ******************** provided his approval for us to proceed accordingly.

  
  However, in light of ************************ subsequent display of agitation and raised voice, our service writer, as a gesture of good customer service, offered a concession. ******************** was provided a ****% discount on his service to address his concerns and ensure his satisfaction. Considering that all approved work was completed as agreed, we believe this concession goes beyond a reasonable resolution.

• Initial Complaint

  Date:11/18/2022

  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 took my Volkwagon to have repairs made on 22 July 2022. They said they needed to order parts and did not have a loaner available. It is now 18 November. Since no one calls me with any updates I call them every two weeks. I'm tired of hearing that the part might be here in another week. By now the tires will have flat spots and possibly a dead battery.

  

  Business Response

  Date: 11/18/2022

  Have spoken with customer and reiterated the fact that there are absolutely no parts available for the vehicle in the United States.  We've offered to rent Mr. **** a vehicle which he has accepted.  We've also encouraged him to reach out to Volkswagen customer care to hopefully expedite getting parts sent to us. Also offered to follow up and call weekly with status updates, even if there is no news.  Customer declined this offer. At this point we have agreed to work together and he understands that the parts availability is not something under the control of Leith Volkswagen.