ComplaintsforLeith Volkswagen

• Initial Complaint

  07/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A photocopy was made of my common access card (government ID) without my permission. Which is illegal for a business to do.

  

  Business response

  05/02/2022

  Ms. ***** was initially upset with the fact she is active military and has to pay property tax. That is an issue she needs to handle with the DMV. We registered the car for her in North Carolina, it is still the owners responsibility to pay property tax. Once she was told that we wouldn't be paying her property tax, she immediately got upset and brought up a law violation by taking a photocopy of her military ID. VW has $500 rebate for active military and one form that is accepted is a black and white copy of the FRONT of the ID only. We do not photocopy the back of the military id. We also don't photocopy in color which is the law we believe Ms. ***** is referring to.
  
  It should be noted that MS. ***** was made aware of what we needed the military ID for and willfully gave the id to her salesperson to be photocopied. Upon speaking to Ms. ***** on Saturday, we offered to take a Copy of her LES instead of the ID and shred the front copy of the ID as an alternative. We also offered that Ms. ***** could forfeit the military rebate and as of right now, she's chosen not to forfeit the $500 rebate.
  
  The desired resolution is explanation of charges, If its in relation to the ID, its the $500 rebate. If its in relation to property tax, every vehicle registered in the state is to have property tax paid on it. The NC government charges this tax not the dealer. The government receives this tax, not the dealer. Its not the dealer responsibility to pay the tax on behalf of the consumer. If there is any discrepancy regarding active military living on base and property tax being charged, that should be resolved with the NC DMV, not the dealer.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called this dealer and explained my car needed a computer programmed. Both the transmission and steering wheel were locked because this was the security module that had gone bad. This is a common problem. Also, I was clear that I already had the batteries disconnected (to preserve them) and the car would need to be "dollied" around if they wanted to move it. They said "have it towed-in." I had the car delivered and had no response for 30 days. I called and they said they couldn't find the key. Then, there was confusion about who was working on the car, lost notes, and claims that parts were unavailable. After months of not getting anywhere, I ordered the part for them and had it delivered directly. Then, they said the batteries would need to be replaced. I simply wanted my car completed, so I authorized the battery replacement. After many months and many phone calls, I asked if my car was ready. They said "yes, just pay the bill online. And, I can drive it away? Yes, but you need vice grips. Why? The shifter is broken." I explained that the car entered their care with an operational shifter and they were responsible for making it right. They refused. After escalation, the service manager said he could repair it without using the factory part. Again, I simply wanted my car back so I agreed. A few days into 2022, I picked-up the car and tried to drive it home. I noted the batteries felt low and the service manager said "they'll charge up." None of the instruments were working on the dash. I stopped for fuel and the car wouldn't restart. The batteries weren't secured to the car, hardware was missing, and the connections were arcing. After correcting the battery problems myself, I took the car in for the mandatory state-wide safety inspection. It failed because there's a permanent transmission fault from the not-so-good shifter repair. I trusted this dealership and their poor workmanship ruined my car.

  

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/18) */ We first noticed the black ******* had been dropped off. It had been dropped near the sales lot. Nobody here was aware of it coming in or what it was for. Nor who owned the car. We ran the vin thru ********** and a previous owner was shown to be the owner. The car had never been here so we had no contact information. After several weeks, we got a message from the receptionist that someone had called about the *******. We returned the phone call to Mr. *****. The doors were unlocked the key was stuck in the ignition, there was no electricity to the car. We had 5 technicians in the parking lot attempting to get the trunk open to access the batteries. We had to piece together the hood release to open the hood to try to access the jump start points, still nothing responded. One of our smaller techs attempted to squeeze through the rear pass thru to access the trunk latch or the battery but was unable. Another technician was able to reach thru the pass thru with a pry bar to release the trunk latch. Once the trunk was open they found the batteries disconnected. The tech connected the battery terminals and there was still no electricity. The condition the technician found the batteries were loose, disconnected, water intrusion in the battery compartment, the fuse panel on top of the batteries was loose. The ground cable on the driver's side had been exposed to moisture and was corroded. The KESSY (Keyless Entry) module was water soaked. With a jump box connected we attempted to move the shifter into drive and found the shifter button was not connected to the mechanism. At some point Mr. ***** and I had a conversation concerning the condition of the car and the possible cost of repairs. That the value of the car could easily be exceeded by the cost of repairs on such a sophisticated vehicle. He assured me he was aware and because the car was a *** *******, he was willing to move forward. We used the shop dollies and pushed the car into the shop. The technician pulled the drivers side body drain plugs to get the water out of the car. Once in the shop, the technician gained access to all the wet connectors and blew them dry with compressed air, including the KESSY module. He checked with the parts department and was told the module was not available. We had a significant communication issue with Mr. *****. He advised us that he went to work at 6am each morning, and would not be available until after 7pm each night. He requested that we call his cell phone number and leave a message, that he would call us back. Many times this would be days or longer. He says he wouldn't get messages, and we would try to text, he would not reply to texts. We sent our 1st text via Text 2 drive before we began working on the car. We sent another one when it looked like we would not be able to get the part we were going to need. He replied once, a week later, with a question about the **** part. He never replied to another text, there were 6 with no answer. We advised Mr. ***** the KESSY module was not available. He began searching for an alternative and inquired if an **** module would work. We advised that we could not guarantee that but that a ******* specialty shop in Durham may have experience with work-arounds for unavailable items. Mr. ***** then found a VW part number, checked it with our parts department, it WAS available, and he ordered it. During the process the ****, the adviser, gave Mr. ***** an estimate for installing the KESSY module, and that we would have to replace the batteries since the ones in the car had been dead and the car s electrical system needs good voltage to operate properly. Mr. ***** authorized the repair but said the batteries were not old and he wished to keep them. We also advised him as to the condition of the shifter, which he said was not in that condition when it was brought to us. On a separate phone call, he and I spoke about the shifter, I advised Mr. ***** that I didn't think this was our doing but I would look at the options to move forward. The KESSY module arrived, we installed the batteries and the module, and programmed the module. The vehicle started and ran. The technician attempted to secure the fuse panel on top of the battery but could not. Also, the battery hold downs were not there. Again Mr. ***** and I spoke concerning the shifter. I had researched to see if parts were available. I found new parts were available but would have to be shipped from Germany and would be in excess of $1200. I looked to see if a used part was available due to the age and condition of the car. I found 4 or 5 *******s that were being parted out, but none of them had shifters available. I was advised they go quickly. Evidently it is common. I offered Mr. ***** to cut the $9xx.xx bill in half if he wanted to take the car. He considered it then called back and said he just wanted to be able to drive his car and for it to pass inspection. We took the shifter apart and found the plastic post under the shifter handle had broken off of the shaft that sticks up above the PRNDL. Its only purpose is when the thumb button is pressed, this shifter rod is raised about 1/3 inch. I told Mr. ***** we would attempt to repair the shifter since it was a relatively straight forward plastic break. He only asked that we keep these new batteries charged so they would not go dead again. Removed the shifter, drilled a small hole in the metal rod under the shifter handle, drilled a corresponding hole in the plastic sheath, that had broken, that slides over the metal rod. Cut a small dowel that filled the hole just drilled. That dowel mechanically locked the top and bottom halves of the shifter rod together. Sealed the dowel, and the two halves of the rod together with epoxy. Let it set, and it worked perfectly. I tested the shifter button over a hundred times and it worked flawlessly. I called Mr. ***** to let him know it was done. It was weeks before we heard from Mr. ***** again. He came to pick the car up on January. The day he picked up his car, he said he felt the batteries were a little weak. I assured him we had charged the batteries on several occasions to keep them up. We had started on moved the car several times. A normal drive would bring them back up fine, as they started the car with no problems as they were. He removed the blocks from the suspension in the parking lot and left. Weeks later we heard from him that he had a problem on the way home. That he would now take the split. We advised him that was no longer on the table since the shifter problem had been resolved. With regards to the shifter fault, this would have to be electrical for that to be recorded as a fault. The failure of the shifter while here was ALL on the shaft that sticks up above the surface of the console. The sole purpose of the component that broke was to lift the shift rod about 1/3 of an inch. If it releases the shift lock, this would not cause a fault. Every electrical component on the shifter assembly is below the console. None of that was affected. Consumer Response /* (3000, 7, 2022/03/19) */ Does this sound like a properly functioning Service department? Of course, there are multiple errors in the Dealership's record of events. Consciousness of guilt is evident in diagnosis of the shifter. And this is proof of the ineffective communication between technicians and service managers. No response to the quality of the battery installation? The dangerous situation caused by discovering the Dealership's negligence while broken-down at a gas station could've been explosive. Business Response /* (4000, 9, 2022/03/23) */ With regard to the shifter, as stated previously, a plastic post, sticking up from the pot-metal shifter post, inside the shift knob/handle, broke. Evidently, not an uncommon thing to happen. The repair for that was completed, pinned and epoxied to get the car driveable and as Mr ***** mentioned several times on our phone calls "I want to be able to drive my car and for it to pass inspection". The repair seemed every bit as strong if not stronger than the original, and worked perfectly. Its entire function is so that when you press the thumb button on the shifter, it lifts the post inside, unlocking the shifter assembly. However a plastic post being put back together WILL NOT cause shifter faults that were alledged in the original complaint. I will not address Mr *****s psychological evaluation. The battery was installed with what we had to work with. We started this vehicle SEVERAL DOZEN TIMES while testing and or moving the vehicle during the repair as well as while the car waited to be picked up. It started and ran without fail. Suggesting the situation to be explosive is hyperbole. Consumer Response /* (4200, 11, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No solution provided. Unsatisfactory response and entirely unprofessional.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off for service on 7/19/21 (warranty repair, recall, and tire swap). When I returned to pick up the vehicle, upon inspection, I noticed that 3 wheels had sustained minor to moderate scratching/scraping damage. After I reported this, the Service Manager (**) scheduled wheel repairs for the next morning without question. Before leaving, I went to retrieve my tires (which were taken off during the service) from inside the vehicle. Upon inspection of the tires, I noticed one had sustained severe gouging on the bead area (see attached). After noticing this, I again spoke with the **, who spoke with the technician. He then relayed the technician's claim that the tire was 'like that already.' I was not offered a refund nor replacement of the tire. Given the severity of the gouge, if the damage were pre-existing, it is unbelievable that I would have been able to drive ~5000 miles on the tire without catastrophic failure or even minor pressure loss. Also, I do not believe any VW dealership, which is where the tires were initially mounted, would mount a tire with such damage due to the clear safety issue at play. I have also spoken to industry connections who confirmed that the damage is consistent with unlubricated/improper use of a tire removal tool and that a tire with such damage is unsafe to mount. Lastly, the car and tires were returned to me with no mention of any damage. I believe it is a fair assertion that a responsible technician would have corrected or at very least been forthcoming regarding such issues prior to returning the vehicle. This lack of notification compounds my concern regarding the validity of the technician's claim. I later emailed the **s and the GM regarding this, and received only a hollow "your vehicle is ready for pickup" response that COMPLETELY ignored, and offered no recourse for, my concerns. As the tire was unusable, I had to purchase a new one at a cost of $222.85 in addition to the ~$175 I paid for the service.

  

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/02/03) */ Mr. ******* did raise concerns about minor damage to his rims, we have a very easy remedy so we will usually be very willing to take care of minor blemishes without argument. Mr. ******* brought up the issue concerning the tire. The service manager reviewed the tire/photo with ******* *******. There is indeed a significant superficial gouge in the rubber of tire that would be hidden by the lip of the wheel. Although it appears the actual bead of the tire has taken a set on the very bottom that would indicate it had been under pressure for some time in that position. Also there appears to be some dry rot beginning within the area itself. We have an automated machine that performs the tire work to avoid things like this. Our technicians are never punished for damage, nor made to pay for it so there is no motivation for them to hide or deny damage.

*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. ↩