ComplaintsforKeffer Volkswagen

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car 6 weeks ago. Supposed to have passed a 172 point inspection. Lied about an engine light code. The car has gone through 5 qts of oil in 2k miles and been to 3 mechanics one who says the engine needs replaced.

  Business response

  07/10/2024

  The vehicle was purchased two months ago, it was indeed through a full NC state inspection and safety inspection, if you have questions over this, we can happily provide you with an additional copy. In addition, it was made very clear upon purchasing that the vehicle is sold as-is. Despite our best efforts to repair a vehicle, any vehicle, especially one almost ten years old and over ******* miles, does run the risk of future malfunction. Despite this, we take pride in taking care of our customers and would be willing to pay for $500 of a repair and a heavy discount if done at our facility. We will be reaching out if you would like to take advantage of this. 

  Customer response

  07/11/2024

   
  I am rejecting this response because:

  I was mislead into believing the car had been serviced and checked only to find out that after a week the engine light came on and was indeed covered up by the dealer.  This code was present and I was lied to about what the code was.  An honest 172 point inspection would have showed the results that were what I received from the other mechanics.  The fact that I went to the dealer to get this resolved after they asked me to and waited for a decent amount of time to talk to the manager, only to find out he is cracking jokes with his salesman, thoroughly got under my skin.  When I asked him why he was making me wait he answered "This is a service issue". There are 100's of complaints on reviews from this company online and I wish I would have read them first.  Also I do not remember the buyers sticker in the window.  We did not receive copies of all the paperwork my daughter supposedly signed either.  It would be nice to be able to contact the previous owner to see what was wrong with the car when they traded it in because this company won't tell me anything and I know they would not report the issues honestly.

  
  

  Business response

  07/12/2024

  We do agree that we could have provided better customer service when trying to reach a resolution, however the vehicle did indeed pass a state inspection and that was not misrepresented. As mentioned before, any copies you need, or a copy of the inspection, can be provided to you additionally upon your request. However, we cannot offer any additional compensation above what was offered in our previous response per the reasons stated. We are also not able to provide you with the previous owners information, as that is all completely confidential as is anyone's information who completes a transaction at the dealership. 

  Customer response

  07/12/2024

   
  I am rejecting this response because:
  We were absolutely not told the truth and mislead. I sure would like to know what the 172 point inspection is. I am a very mechanical person and this car was absolutely misrepresented. In light of the hundreds of bad reviews from this company, I rest my case. And just to confirm, this is definitely a service issue.  My email is ************************ I did not even see the as is sign that issupposed to be on the window of the car.  And how is it that service that did not even look at the car, already could give and estimate to fix the car? Seems a little like fraud to me...

  Business response

  07/16/2024

  We will send a copy of the inspection as well as the documents you signed acknowledging the vehicle was as is to the email you provided at the time of the purchase. 

  Customer response

  07/17/2024

   
  I am rejecting this response because

   

  You lied about the engine light. Fudged the inspection did the very minimum that you could when you state you have 172 point inspection. This is unacceptable business-wise and very unethical. You do not treat your customers with any sort of sense of service that's acceptable under any means.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from Keffer Volkswagen on or about April 29, 2024. I was told and also notified they advertised on each vehicle a protection package that says Look this vehicle includes and it lists about 12 different items. That said there was a $2970 charge added onto my contract without having a discussion with me and asking me if I wanted that added then when I asked the finanan manager *********************** to have it removed, he said they cant remove it Get down get your gonna fall down youre gonna fall youre gonna fall youre gonna fall because it was already included. So what Im actually trying to determine is what do they mean by included and how did they come up with the amount that they charged?

  Business response

  06/26/2024

  The consumer did purchase a vehicle as states. There were accessories installed on the vehicle, and displayed prior to the purchase and disclosed accordingly. We have multiple documents signed and fully disclosed that we have offered additional copies of. Despite this, we reached out to the consumer and offered a partial refund in good faith. Consider the matter closed. 

  Customer response

  06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However, they were not able to provide proof the $2972 should have been added to my contract.
  
  Thank you. 
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2022 Jeep Grand Cherokee L from Keffer VW on March 23 2024. Today May 23 2024 I am still yet to receive my tags. I have made several contacts with several individuals including the salesman, finance manager, even a general manager from a sister lot because VW was ignoring my phone calls or putting my on hold for ***** mins at a time. I did receive on extra temp tag but it has now gone out of date. This is not fair trade and I want everyone to know about it. My next step will be contacting an attorney.

  Business response

  05/24/2024

  When processing out of state title work/tag work, it can sometimes extend duration. We emailed the final things needed for ************* to receive his tag from his state in an email earlier today. I am attaching a photo of the email in case somehow there was an error. I am sending an additional follow up email and placing a call to ************* in case there was any additional communication errors. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a used car for my son on 04-03-2024. The dealership provided paperwork stating all brakes, rotors, break-pads were replaced and functioning properly. I have not had the best experience dealing with this dealership so I'm filing a complaint. I hope this gets their attention. The parking brake does not work. Per the state of NC - in order to pass the state inspection, all brakes must work properly (this includes regular brakes and the parking brake). My concern is this. Is this company rubber-stamping approvals when selling used cars? All the while not being safe to drive on the road? There is no way this would have passed inspection. Basically, this is not a safe car for my son to drive.I had numerous problems with them following up on repairs I was told would be made. I have phone records, many texts, and e-mails from the company.What I would like is for them to replace the parking break in the vehicle free of charge.And, I would like their General Manager to give me a call directly and let me know what can be done to make things right. As a consumer, I feel like they took advantage of and misled me.Sincerely,********************* ********************************************************* ************

  Business response

  05/11/2024

  We apologize about the issues with the customers vehicle as well as experience. We do put every vehicle through a thorough NC state inspection as well as a safety inspection. A key part of this, are the brakes on the vehicle, and we do have documentation showing any repairs done as well as the brake measurements at the time of purchase that we can provide if needed. I am reaching out to the customer via email to get more information on the parking brake issue to see how we can help accommodate. 

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approved for a loan for 28k through my bank w a $1000 down. I was interested in a VW and was communicating with the salesperson there. I was texting him and telling him my budget and he sent me a text w a vehicle that had low miles and 2 years old and asked for a deposit. I sent him $1000 down over the phone to hold the vehicle, per his request. I was able to go to the lot the next day 2/27 to get the vehicle as we had talked about. I got there that morning and he told me the vehicle was gone. He lied. He had 2 lined up in the front of the store for me to choose from. One that had high miles and he said he would give me a 5yr warranty if I was uncomfortable due to the high miles and once again he lied. Finance told me while signing papers I can only have 2yrs. I felt pressured because I needed a vehicle. I left the lot and the next day the engine light came on. I called numerous times and they put me hold or hung up on me. I wanted to come turn in the vehicle and the lady, ***** the Mgrs assistant told me thats not how that works and I cant do that and laughed at me. I went to the shop and they told me it was a sensor. The car was never detailed and they took it in to clean it. I waited 3 hours. I told them I dont think it was properly inspected and I wanted a thorough check and smelled oil but could get an appt until 3/11. At that time they found 1200 with the fuel system and wasnt covered by warranty and the back window is leaking and causing mold they said thats for another day and it will take too long to find the leak. I left that day feeling like they sold me a defective vehicle after promising me something else and took $1000 and felt it was a Bait Switch sale tactic and now I have and engine light still on and kids that have to sit in what will appear to be mold if it hasnt already.

  Business response

  05/01/2024

  We are sorry to hear about your bad experience. We do sell our vehicles very quickly, so it is not uncommon for a car to sell shortly before you arrive for your appointment. We also do sell our vehicles as is, after running them through a NC state safety inspection. Vehicles at times can have problems at any length of time after a purchase. However, we had wide varieties of vehicles and would be happy to look into getting aggressive in trading you out of it. Please email me at ************************************* so I can help assist you. 

  Customer response

  05/22/2024

  I am rejecting this response because:
  

  After filing a complaint 65234181FE3C1 with BBB ***** from Keffer Volkswagen Huntersville did not provide any resolution to the problem with the vehicle. I was not able to exchange the vehicle, because I did not get approved for a loan after my credit has been hit so many times, and 2 car loans, he was not helping to resolve the issue. I asked for him to just fix the problems with the engine, headlight and leak in the roof, he never messaged me back with anything. He strung me along for 5 days until BBB seen this as resolved. It was never resolved. He stated in the email he would get back to me and never did after sending him the estimate for the vehicle problems

  Business response

  05/23/2024

  As stated above, our vehicle went through a NC state safety inspection prior to the customers purchase. The customer signed an as-is agreement with the understanding that the vehicle was being sold as is and there were no promises made for any kind of warranty or repair. Upon receiving the initial complaint, we did offer to help trade her into another vehicle but were not able to obtain financing. On 5/23/24, we reached out and let the customer know that we would contribute $500 to the repair of the vehicle at our facility. We will note that the vehicle is perfectly safe to drive, but it is to our understanding that there was an issue with the sunroof seal, and despite mutually agreeing the vehicle is as-is, we will contribute $500 to the repair as well as a discounted rate should she wish to proceed. That is our final offer. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Keffer dealership to buy out my lease on 1/7/23. I was there for several hours for a simple transaction and was given the run around from the start. I requested that my vehicle be Certified Pre-own to gain the benefits of having an extended warranty. The offered it to me at a discounted price and I accepted the offer and had it added on to my overall financing. I have document that confirms that my Vehicle was inspected by Technician: *********************** where the Certified pre-owned inspection was performed and that it was officially certified as a 2019 Volkswagen Tiguan CPO. I have been getting the run around ever since trying to get the run around with ********************* and additional staff about paperwork and document signing. I received threats from ********************* where I still have text messages telling me that they were going to repo my vehicle because of missed paper work that they forgot to have me sign. There was an issue throughout the entire process. ********************* also told me that they submitted my title for registration which they did not and took nearly 2 months to obtain. She verbally told me that they would continue to give me 30-day tags because they were behind on submission of the tag and registration. This was not true and actually illegal. They had to resend me full paperwork and documentation to sign to my home because literally every document needed a new signature. The entire staff has been fired and now I am dealing with another set of individuals who are not taking this matter seriously. I have called and spoke with multiple people at the dealership during the month of April 2024 and I have been getting the run around again. The receptionist has hung up on me multiple times and has even admitted it. I am sure the calls are recorded. I have been working with the ** and he too has been giving me the run around. I provided him documentation via email and text and he stated that he would get back to me. This has not happened.

  Business response

  04/17/2024

  Customer purchase vehicle on date stated above. Upon further investigation, and communication with the customer, there is a final document that needs signed by the customer to activate his certified warranty from the manufacturer. This is being processed now and corrected for the customer. We apologize for any communication errors or delays, but we are glad we were able to resolve the issue and always strive to provide top customer service. 

  Customer response

  05/15/2024

   
  I am rejecting this response because:

  It looks like they are dragging their feet again. I reached out to ************************* on 5/8 to follow up on the processing of my paperwork and he only wrote back "Yes, handling it now" but there has been no follow up or documentation received. Can you please open the claim back up?

   

  Kind Regards,

   

  ********

   

  
  

  Business response

  05/15/2024

  ********, this was handled in full completion approximately five minutes after the email you are stating. Your vehicle is fully certified and every commitment made has been honored. The email following that should be from VW, but if they didnt send you any emails with any documents, please email me again, rather than utilizing this platform, and I will provide you with whatever you need. Thanks. 

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I was able to confirm the Warranty has been applied to my vehicle. Thank you for your assistance.
  
  Thank you. 
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/24 I went to the dealership because I had a smart start invitation that said that the dealership would assist me in getting out of an older model car and pay off the car and help me to get into a newer car. I wanted to trade in a 2005 ****** that I was upside down in. The salesman ***** assisted me, and he took the information to the finance, finance said that it would be better to trade me out of both my cars and do a lease. I told them that I was working 2 jobs and that the income from both needed to be considered. I loss one of my jobs and I reached out to the dealership to let them know that Monday. They never called me back after leaving several messages. I filed a complaint with corporate, the info was sent to VW and still no call back. I started getting calls from the finance company because they hadn't received the payoff and they also had left several messages. The finance company was saying they needed payment. It took the dealership 3 weeks to pay off the cars and one of them they didn't pay in full, and I had to pay balance. I did my best to contact them and let them know that because of the decrease in income I couldn't make the payment. Still, I never heard from them. While on hold the recording stated that if you are not happy with the purchase to return the vehicle, no ?? asked. I can't afford the $1000 monthly lease payment and they purposely avoided me so that they would not have to return my vehicle, I did find out through the finance company that they had sold the car because it had a tracking device and that the car had movement since that Monday. Even after numerous attempts from the finance company ****** never called them back and they also felt like they were avoiding them. Yes, they finally paid the cars off, but now the problem remains that I can't afford the payment and they did not honor the ********************************************************* as I requested. I just want the problem corrected.

  Business response

  03/19/2024

  We apologize for any communication errors throughout the experience after the transaction. I do show a few points of communication, and will provide my email below if I am somehow mistaken in that manner or maybe there was additional attempts we did not receive. ************** is a no cool off state, and therefore there is no return policy. If you do not have a copy of the contract you signed, or need help clarifying where this is pointed out on your contract, we can provide you with an additional copy or help better clarify.  We can, however, accommodate a trade in toward something else, as long as financing is securable for a different vehicle. If this is something you wish to explore, please reach out to me at the email below. We do not wish for anyone to be unhappy with a purchase and will do anything within our abilities to accommodate the situation. 
  *************************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This dealership has owed $3,400 off my loan for a service contract cancellation. They lied about how long i had to keep the contract before i could cancel it and lied to me about who was supposed to pay out the money to my lender. The dealership had told me the Volkswagen was responsible for the payment at the time of purchase and at the time of cancellation, which i had driven to the dealership to sign a cancellation form in person, but when i called Volkswagen 2 months after the cancellation the representative that i was speaking to said that the dealership is responsible for sending the money. They have now owned the amount stated for coming up on 3 months. I have called many times over the last few weeks but they are unwilling to keep in contact or talk to me about the situation. The reason that i have this particular car (2019 VW Jetta) is because i bought a different car from this dealership (2018 Tesla Model 3) that got adverse actioned by the lender because they had misinterpreted my income on the intal credit application that got approved and sold my trade-in (2015 *** 428i) before the deal had went through so i had to settle on the current car i have from them. I have been having to deal with this dealership since the initial tesla purchase which happened only 2 months before i had settled for the Jetta i currently have.

  Business response

  03/19/2024

  ***************** purchased a Tesla Model 3 from us as stated, his loan was then declined, as he stated, for an inability to provide proof of the stated income provided by him on the credit application that he signed at the time of the transaction. Multiple copies with his signature were given to ***************** at the time of the transaction, and later on at the time of the other transaction. Additional copies are available if he needs any at all. Upon the request for the service contract cancellation, we did inform the customer of the process, the time it may take to reflect on a loan, etc, as stated on the form he signed at the date of purchase when he elected to purchase the service contract. Additional copies can be provided should he request. I did confirm, today, 3/19/24, that the service contract was cancelled. If you need copies, or have not yet received them, or have any additional questions, please contact me at the email below. I am happy to help accommodate or assist with any other comments or concerns. 
  *************************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Keffer VW to receive a quote for repair after my front bumper, head light etc was hit. I received a quote for ~$6200. Insurance needs photos for proof of the damage, labor, materials, etc. It took ****** a couple of days to respond with the breakdown of charges and stated they do not list their quotes like that. Once received insurance is denying the majority of the repairs b/c they photos sent, that I personally took, do not show the repairs needed in the photos. Once reaching out to ****** to request a time to come in for more photos or confirmation that they can produce the photos of damage that are reported in their quote they stated: "I would be unable to supply any more photos due to the vehicle not being here. however, based on the estimate they sent, I would be unable to complete any repairs at their requested labor and parts costs. I would suggest possibly going to Caliber Collision or a body shop to continue repairs, as they make work with the insurance company differently." So you are telling me you wrote a quote up and are unable to provide photos for the repairs you are saying need to be done? I offered to bring my car back in to them for the additional photos or to schedule the repair and them provide the photos of the damage at the time of removing the bumper, headlight etc and now those photos can not be produced for insurance. Seems shady to me and absolutely bad business. You can't tell me that the dealership does not work with insurance companies. That is absurd.

  Business response

  02/03/2024

  We apologize for the issues with your vehicle. The biggest challenge here is that we are not a body shop, we do not deal with many insurance claims for repairs like this, however, we can in some instances perform the work, and with VW being a niche brand, it is always better to use OEM parts on your cars, and have experienced technicians perform the work. We apologize that your insurance company did not accept your claim. We would be happy to do any further diagnosis or send any further photos or documentation within our abilities to your insurance company to assist with this matter and get this repair handled for you. 

  Customer response

  02/05/2024

   
  I am rejecting this response because: it is not the insurance that is not accepting the claim.  The adjuster from General spoke to VW who stated they would be able to do the repairs even though they are not a collision repair shop.  She called to verify since I went to VW instead of a collision repair shop and she was told they would handle.  Quote was originally given and dealership confirmed they could do the repairs however after asking for a breakdown of the quote, which they did provide, and requesting photos proving their quote is accurate they decided that would not be feasible and recommending me going to a collision repair shop.  If that was the case then they should have told me that from the get go so I did not WASTE THREE WEEKS OF GOING BACK AND FORTH!!!!!  
  
  

  Business response

  02/06/2024

  We apologize for the customers inconvenience. The efforts of our Management staff was to accommodate the customer's request.  Unfortunately our labor and operational costs are different than those of a Body Shop.  Had we anticipated the fee structure required by the ****************** we certainly would have addressed the issue up front.

  The only way we can provide the specific photos requested, is if it is brought back to the dealership. I would be happy to help with that. However, it sounds from the response that was given from the insurance company, that this would be better suited to be done at a body shop than at our location as we are not able to meet body shop prices. Which means, unless the insurance company were to increase the pricing, the customer would have to come out of pocket more. I hope this helps. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 1/20/24 at this dealership for the sale price. After test driving the vehicle with the sales rep, we asked about the broken trim inside the car. The salesman said its under warranty and they will fix it. This was a Saturday so the salesman later said their shop had closed and that he would call a VW dealership in our area and set up an appointment for it. The car is also a buyback vehicle, the gas gauge didnt work but had been fixed. We left the dealership and drove over an hour home and the gas gauge is not working. Fast forward to the appointment and the trim work is not covered under warranty and the gas gauge issue is the same piece that had already been replaced. I cannot tell you how many times I have called this dealership and been transferred over and over again with no help and no one will call me back. This is so frustrating.

  Business response

  02/01/2024

  Customer purchased a vehicle that was previously bought back for a gas gauge issue. The issue was operable when the customer purchased the vehicle, but went bad sometime shortly after the purchase. The repair will be made for no charge under the ** warranty and the customer will be provided a loaner vehicle while the repair is being made. There was a missing trim piece on the vehicle, while this is not covered under manufacturer warranty, we agreed as a dealer to repair on the customers behalf at no charge. It is to my belief that the sales professional mistakenly worded that it was a warranty issue, we apologize for that. The matter will be handled accordingly as we take pride in selling quality pre owned vehicles. 

  Customer response

  02/02/2024

   
  I am rejecting this response because: this has yet to actually happen. I get empty promises while I continue to struggle getting anyone at this dealership to effectively communicate and follow through. I was told earlier this would happened yesterday or today but instead have been ghosted again. I dont know whats happening at this dealership but the complaints are mounting everywhere reviews are posted. I just want the issues fixed so I can move on with my life but instead I spend energy and have stress just trying to get this car to how it should have been upon purchase and Im constantly wasting time chasing people down. Its not hard- someone needs to take ownership of this problem and get it fixed, its like a $250 part- come on.
  
  

  Business response

  02/03/2024

  The store is working diligently with the customer to assist with the matter at hand. I am leaving my email below if there are any communication gaps. 

   

   

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

  Customer response

  02/07/2024

   
  I am rejecting this response because: were being told the trim pieces are on backorder now. The bigger issue is that the issues that caused this car to be a buyback are broken again and seems like this car might be a real lemon. We would like to give this car back and get our money and trade back and be done. 
  
  

  Business response

  02/09/2024

  We understand the frustration with the trim piece being on back order. We cannot control VW of ******** parts shortages, but will certainly accommodate upon availability. As far as the concerns with the vehicle, per the disclosure signed at the time of purchase, this vehicle received an extra 12 months of VW warranty, and any repairs are fully covered and a loaner will be accommodated at your nearest VW dealer. If there is real concern, while we cannot guarantee the outcome, as it is up to VW of *******, we could help guide the customer through a customer case with the manufacturer to see if they would consider buying back the vehicle. 

*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. ↩