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:04/05/2025

  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.

  On 11/11/24 I went to Keffer ** to inquire about turning in the lease on my ************************************** buying another car from **. The dealership put some information in their system and provided me with paperwork to ground the lease for $2608. I cleaned out my vehicle and left it in their possession. I also took a copy of the paperwork since I was told by the salesman and the manager on duty that ** would send me the final bill to pay. After a week, I phoned ********** and reported my car was turned in at Keffer VW. I did not receive anything from ** until 2/2025 and it was a bill for $6200. I made at least a dozen attempts to contact the dealership where I was repeatedly ignored. I finally spoke with the sales manager, ***** **** and he claimed zero responsibility for the difference in turn in quote. He said the quote came directly from **. However, ** denies this.

  Business Response

  Date: 04/07/2025

  As a ** dealer, we do participate in helping customers ground their lease. We, however, did not perform any transaction with the customer in regards to them buying or trading a vehicle. If we collect any money, it is to send to ** with a vehicle payoff. There can be, however, fees in which VW Credit, not  Keffer VW, can charge a customer for remaining payments, excess wear or damage on the vehicle, excess mileage, etc. We do not have any control over this, however, we can reach out to the customer to try to assist in providing them the best phone number for VW Credit or any information we may be able to find as to why they were charged additional fees. 

  Customer Answer

  Date: 04/08/2025

   
  I am rejecting this response because: I have attached the paperwork I received the day I turned in my lease. Had the dealership informed me I would be paying more than $2608 I would have never left my vehicle in their possession. My husband and asked several times if the amount quoted would be the amount we would pay directly to ** since they would not accept a payment from us that day. We had turned in my husbands ** lease at ******** ** for a similar quote so did not question the amount until I received a final bill from ** for $6320.15. The dealership does not want to take responsibility for their mistake and need to better inform customers of the grounding process. They should also be responsible for reimbursing me $3198.01 which is the difference between what I was quoted and what I paid. 
  
  

  Business Response

  Date: 04/08/2025

  While I can certainly empathize with Ms. *********** perspective, the reality is that the grounding process does not impact what's owed to Volkswagen.  That is entirely within the purview of the folks at Volkswagen who decide how much to charge the customer, per the terms of the leases, for mileage overages, damages or excess wear and tear.  While we would follow the same processes regardless of where the vehicle came from or is going to, it is noteworthy that we did not lease the vehicle to Ms. ***********, nor did we buy it from Volkswagen to resell.  So there was not an incentive or disincentive for us in this process.  We were simply fulfilling an obligation to the manufacturer

  Customer Answer

  Date: 04/08/2025

   
  I am rejecting this response because: the business is still passing the buck to the manufacturer. They did not properly inform me of the grounding process and the additional costs. I understand the lease terms and conditions and asked Keffers salesman several times if the $2608 I was quoted was my cost to turn in the vehicle and walk away. Had I been properly informed by the sales staff assisting me I would have kept the vehicle until closer to the lease end. Instead 3 months passed and when I received a bill of more than double what I was quoted, it was too late to do anything about it. This dealership needs to better inform people whether I was buying a vehicle from them or not. This was bad business and Keffer ** needs to accept their role in the events that occurred on 11/11/24. 

  
  

• Initial Complaint

  Date:04/04/2025

  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.

  The dealer gave me an offer in writing for a truck. I got a loan with bank for the agreed amount and was heading to pick up the truck. The Manager then called and said they would not honor the price. They wanted $4,000 more if we wanted the truck.

  Business Response

  Date: 04/07/2025

  We regret any misunderstanding, but there was no mis***resentation. A customer asked for an out the door price and indicated that they would be putting a down payment of $4,200 down. Our sales *** conveyed the price that had included that down payment as well as all taxes and fees associated with the transaction. We gain no benefit from creating anxiety for either our customers or our sales team so there is no incentive in us mis***resenting a number. Our sales manager reached out to the customer prior to them taking the drive in once he recognized there may have been confusion in an effort to respect the customers time and be transparent. 

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a new VW Atlas from Keffer Huntersville back in 2021. All service was done by Keffer service. service work from 6/11/24 where the oil pan was damaged/stripped out during a routine oil change by Keffer service team and your service team rethreaded the oil pan with a new drain plug and seal2/4/25 we took our vw atlas to another shop because of our bad experience with Keffer and the oil pan needed to be replaced due to failed time cert from another dealership. It would not hold the oil.This was an $1850.55 expense to us because of keffer not properly fixing a stripped oil pan.The Service Manager refused to remediate anything or work with us.

  Business Response

  Date: 03/11/2025

  We appreciate the feedback from our customer as we strive to exceed customer expectations and take pride in doing quality work in our service departments. After reviewing the two documents, while we would have been able to assist further assist better had the vehicle been brought back to our facility, we are reaching out to the customer with an offer to make up for the additional expense. 

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
   
  I have not received a response or resolution form Keffer VW 

  Business Response

  Date: 03/17/2025

  We have been in contact with the customer offered compensation for the situation. Our last response was on 3/15 via email. Upon our response, we will finalize things with the client and would consider this matter resolved. 

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because:
  
  

  there was no communication on Saturday 3/15 via email about reimbursement  with Keffer  

  i would absolutely resolve this dispute when I am compensated the full amount, however there was no conversation about Keffer sending me a reimbursement  

  if they dont have my email it is 

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

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

  
  

  Business Response

  Date: 03/19/2025

  The customer has reached out and stated an error in receiving communications, and this matter has been resolved. 

  Customer Answer

  Date: 03/20/2025

   
  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

  Date:03/03/2025

  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.

  Visited Keffer Volkswagen Dealership on Friday Jan 11th 2025 to buy a car they advertised online. The price they claim they advertised was ******. We finalized a deal while sitting in the office and the amount I signed that evening was car price $13,793.00 w gap and powertrain warranty Discount $-1,822.00 -650 online appointment coupon and negotiated down price $114.00 gov *** $****** proc/doc *** $****** total taxes $500.00 money I put down $14,633.98 for the car selling price final out the door price that was in the salesmans office which included some Volkswagen protection package that they give to every purchase. This is what they went to have the bank payments approved for $315-$335 per month for 72 months. When I asked why the car price was up, in the office they told me that included the gap and warranty and thats why it was higher. When they told me I was approved and took me to the finance office. They then had me sign different paperwork that re-added in the amounts of gap (another 1000), powertrain warranty (2500) and then more taxes added in again (highway use tax ******), (admin *** ******), (other official ***s 114). When questioned they told me Id already signed the sale deal and they now said the additions were bc of gap and warranty and that I had the right to remove only those 2 but approved the car price and couldnt change it. So I signed. I couldnt get the car that day bc it needed mechanic work and hadnt been through inspections etc despite having us test drive. Told us to pick it up the 14th.Came back the 14th to pickup and more paperwork. I obtained records of their service work it totaled $3091.85 but they claim they paid it not included in my price and they required another $500 down to pickup the car. Total car price $18,633.98 on a car deal we negotiated down to 10k. When asked they claim it was a protection plan for $2972.00 but cant provide terms or paperwork and wont provide breakdowns or all of my paperwork.

  Business Response

  Date: 03/05/2025

  ******** purchased vehicle as states. Copies of paperwork clearly show that the agreed upon price does match the final paperwork from the initial sales proposal, through the financing contract as well as disclosures for optional products. We have provided customers with all of those copies, but will provide them again upon request. We are reaching out separately again from this to clear any questions with the transaction. We did not upload images of paperwork copies in this response out of respect for the customers personal information. 

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response bc: 
  
  1. Failure to Follow Up: In your response to the Better Business Bureau (BBB), you stated that you would reach out to me to resolve my concerns. However, I have yet to receive any further communication from your team.
  
  2. Request for Itemized Breakdown Ignored: I have made multiple requests for an itemized breakdown of the vehicle sales price of $13,793; especially since the vehicle was advertised online for thousands less.
  
  3. Misrepresentation of Terms: The financial application from Jan 11th, provided to me on Feb 24th. 
  
  I was told (Jan 11 prior to signing) that the vehicle included a selling price that encompassed a gap and warranty totaling $3,500. This was part of my agreement to secure a financing option under $300 per month with a $500 down payment. I was led to believe I was signing an agreement consistent with this understanding, yet the final paperwork does not reflect this as those amounts were added in again when I returned on Jan 13th to pick up the vehicle and I was requested to pay an additional $500. 
  
  Misrepresentation of discounts and payments. The dealership also included my initial $500 payment as an additional charge into the price of the car instead of crediting me for my payment on the application as well as didnt transfer my discount and rebates over to the final sales documents ($1822.00) and just left the increased sales price.  Which the dealership also increased by ($1822.00 over their claimed listing price) instead of reducing the price.  They now claim it is the cost of the car + a ** protection plan and negate the discount of $1822 negotiated price from the original listing price claiming they dont negotiate or discount used vehicles. 
  
  5. Lack of Documentation for Protection Package: I requested documentation regarding the terms of the ** protection package, yet the only response I received was a photograph of a sticker from a different vehicle.

  Much more - but cant fit in this box. 

  Business Response

  Date: 03/17/2025

  Upon reviewing this again, we have now uploaded the documents signed by the customer. One being the initial sales proposal, the second being the purchase agreement signed moments later when finalizing the purchase. The pricing appears to be outlined properly and acknowledged and displayed properly. The customer was provided with copies of the documentation at the time of purchase and again sent the documents. 

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because:
  
  I would like a meeting with the general manager to discuss the paperwork. 
  

  I would like signed copies of the gap insurance and the powertrain warranty as I have printed out documents with no signatures on them.

  I would like printed out terms and documentation of the Keffer protection plan that this dealership claims they added into the car price (I do have copies of the text from sales)

  I am requesting paperwork that shows where the discounts were provided as promised in the application. 
  

  My original application was approved with *********** and $500 paid to secure that deal on 1/11.  
  

  The dealership changed the financing company to first tech and improperly dated the deal with 1/11 on 1/13.  The paperwork reflects the due date for the first date of payment as 4/13 which is only possible to push a deal out 90 days.  The dealership also had me pay the second $500 on 1/13 which means there was no down payment of $1000 on 1/11.  This is fraud and Im willing to work through these issues, but will not continue to argue through BBB for the dealership to work out the issues.

  I am requesting that all 3 of these plans (gap, powertrain, and keffer protection plan) be cancelled immediately and the money sent to the loan as a refund or to me, to pay back to the loan.  
  

  I am also requesting that the deal be reconstructed to properly show the internet price, the discount provided on the application, and not an inflated car price, as well as be properly signed and documented.

  
  

  Business Response

  Date: 03/19/2025

  This matter has been resolved pending an in person meeting with the customer. 

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:

  Used vehicle bought 3 months ago with engine issues. Contacted **. Offered half price labor. Car isnt drivable without concern to lock up the engine due to not holding coolant. Videos sent to **. Failure to disclose all of the vehicles issues prior to purchase. Knew there were significant damages to the vehicle that were not disclosed Failure to provide a buyers guide or window sticker showing as is and other non warranty items as state and federally mandated. Not offering to look at the previous repairs made to see if this is related without charging me for labor. Obtained the repair order done (after closing the deal. - same day) that there were leaks repaired, an axle changed out, wipers changed and other seals and plugs due to a leak. Despite repair order stating wipers replaced, we had to replace them last month due to the wiper dry rot and detaching from the wiper. Supposedly only 2 months after the dealership replaced them. Hence why we dont believe the repair order we received is accurate and that repairs were actually done. Reported at the time of the sale car fax report showing 2 minor accidents and dealer claimed cosmetic. I Pulled another report yesterday and vehicle was reported disabled in one wreck. Found areas of frame concern which will be inspected by a 3rd party since dealer wont reinspect or repair the vehicle for the current issue. Damages to both sides of the roof near the a-post probably resulting from a front end impact. Suggests significant damage and safety concerns. Im also requesting proper documentation/disclosure and reasons for why the vehicle had an axle repair and the other items repaired. What reason were these repairs necessary? Also requesting copies of the pre-sale inspections performed.

  Repair; Refund; If the car proves to have frame damage - refund and cancelled deal requested (buy the car back). If not wiling to fix repairs and no frame damage and have to have a 3rd party repair. Seeking all repair costs and inspections. (And any other related expenses, not limited to the previous items).
  

  Business Response

  Date: 04/10/2025

  Customer purchased vehicle on January 13th of 2025. Customer purchased a pre owned **** with ****** miles. Approximately two months later, the customer had some questions about her contract and the extended service agreement she had purchased, I answered those questions and took her through the cancellation process at her request and provided her additional copies of her paperwork. The vehicle carfax did show three minor accidents on the carfax report, which the customer signed and was shown prior to taking delivery of the car. During the meeting, Ms. ******* expressed she was very pleased with the vehicle and things were going well. Ms. ******* was also provided with copies of the service repair order at the time of purchase, in which we spent $3,000 in reconditioning, including a new oil pan gasket and an axle. We do sell our vehicles as-is and do encourage extended service agreements, as vehicles generally do need repairs at some point in the ownership process and we cannot dictate when that may happen. We are however, empathetic of the situation and stand by our offer to give a free diagnosis for the apparent coolant leak that the customer is having issues with, as well as offering the repair at a discounted rate should she choose to have this done here. This is the second BBB complaint filed and we have, and will continue to provide reasonable solutions. However, paying for all repairs on a vehicle three months after the transaction for a problem that is not pre-existing is not something sustainable for us to continue to offer safe, inexpensive vehicles to our customers for the best prices. 

  Customer Answer

  Date: 04/10/2025

  The dealership revised offer of 50% off labor, now with a free diagnostic.
  
  
  Filed a 2nd claim with BBB due to ongoing issues. The $3k repair cost was added into the sales price, so the dealership cannot claim they covered it -it's added in Volkswagen protection package" non cancellable.
  
  
  I canceled warranty & gap insurance to lower an additional $3,500 in costs since they reintegrated that $3k into price.
  
  
  I consulted a tech to verify dealership's claims. Their report stated that the fixed oil leak from pre-sale repairs is active leak &  the ********* pan is in poor condition. Also revealed undisclosed damage to the Left rear unibody from an impact. Additionally, there is concern about "spray paint & writing on the engine block," - may indicate used engine. Although they cannot guarantee this, will investigate further, noting that leaks could suggest an older engine w/ higher mileage.
  
  
  Most of front end been rebuilt from a collision, & left rear (driver's side) has been involved in an incident.
  
  
  Initially, the dealership claimed 2 accidents, but now acknowledge a third with the BBB. However, the ****** provided listed 2 accidents & did not mention a third.
  
  
  Willing to bring vehicle in for "free diagnostics." However, we will not accept a deal involving a replaced engine or significant undisclosed damages, an ongoing oil leak, and a severe coolant leak requiring car to be parked to prevent further issues.
  
  
  The dealership should also inform us if they want the car diagnosed before I take it to **** for two outstanding recalls, one of which poses a fire risk & other an airbag failure.
  
  
  During previous visit, I witnessed manager in a physical altercation with an upset customer, making me hesitant to engage in person. I had previously stated I was "pleased with the car" to avoid conflict.
  
  
  Given the extensive undisclosed damage, I am no longer requesting repairs and now ask for the dealership to take back the vehicle and refund my purchase.
  
  

  Business Response

  Date: 04/14/2025

  We spent nearly 40% of the sale price in internal repairs of this vehicle prior to selling the vehicle to the customer. The customer signed an agreement understanding the vehicle was as-is and has no warranty. We are far past the point of repairs exceeding any profit made on the vehicle, and it is more likely on a vehicle that is of the age and price point that this vehicle was that it is more likely to have repairs than something newer or more expensive. We have empathy, and have expressed further that we can provide an additional copy of the as-is agreement to the customer, but cannot do more than offer free diagnostic as well as a discounted repair should the customer choose to complete it at our dealership. 

• Initial Complaint

  Date:02/24/2025

  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 bought a vehicle on 9/10/2024 and on 10/18/2024 the trac bar broke off the front axel while I was driving due to rust from the past owners and I still do not have a vehicle back and was offered to just pay employee price for repairs even though the vehicle was in need of repair before I bought it

  Business Response

  Date: 02/26/2025

  Customer purchased a Jeep Wrangler from us, prior to delivery of the vehicle, it did pass a NCSI (North Carolina state inspection,) as all of our vehicles do, prior to a transaction. Despite the vehicle being sold as is we did agree to assist in the expense by providing a discounted repair to the customer. It has been diagnosed, and we are working with the customer to provide financing options for the repair. We would be willing to provide a loaner vehicle while the repair is being done, should she decide to proceed with the repair at the discounted rate. 

• Initial Complaint

  Date:01/28/2025

  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 travel to this dealership for a scheduled test drive upon arriving was told the vehicle was not there . I was ok I said I would look at other vehicles. After finding one I sort of liked I told my sales *** I want to see what I was pre approved for before I looked any further he said the pre approval didnt pull from the one I did online so he could do it after that he started asking me questions and for my driver license I advise the one online did not require that he assured me that it was standard and it was for the pre approval with no credit hit he then took my license and left the room I immediately started getting hits to my credit ***ort after locating where he was I stop him took my license and left he pretended to be deep in the conversation on phone where the accountant said he not sure why he didnt tell me but he already submitted my application into 3 banks giving me 3 hits I call for supervisor with no luck this is criminal and dishonest

  Business Response

  Date: 01/29/2025

  We regret any confusion Ms ******* may have had when she submitted her credit application via our website. Unfortunately, we have to submit the application to a lender for approval and there is no mechanism to reverse this once it is done. Applications have to be submitted to a lender as each vehicle has specific criteria that needs to be met. We will continue to clearly train our sales staff on how this process works to help ensure our customers have the best understanding of how this process works. We have a disclaimer at the bottom of Ms ******** application that we can provide via email or in person. 

• Initial Complaint

  Date:01/21/2025

  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.

  - Date of Transaction - 01/20/2025 -Amount financed - 20K and paid docs fees ~$1500 ***** Jeep Rubicon I closed less than 24 hours ago and the transmission is bad and there is a bad synchronizer ring making it impossible to reverse. The sales **** pulled the jeep forward during the test drive and parking to ensure that I was not aware of the issue. I have called and left voicemails to which they will not respond and continue to push me from department to department. The resolution I want is the transmission to be repaired.

  Business Response

  Date: 01/22/2025

  We sold the vehicle the customer stated on 1/20/25. The vehicle had passed a North Carolina state inspection and was fully operable when the customer took possession. Despite the vehicle being sold as is, and the customer entering into an agreement that this was an as is purchase, we have agreed to get the vehicle into our service department to help diagnose and assist however we can with whichever repair may be needed. 

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because:

   

   

  This is not resolved.  They have not picked up the vehicle yet.  We asked for them to provide a transmission as the vehicle will not reverse.  They have not responded they are willing to do that.  They have also not confirmed if they will cover the cost of repairs to the vehicle if they do pick it up to diagnose it.  I have had other technical experts review the vehicle and they confirmed the transmission was broke at the time I bought the vehicle.

   

  Thanks,

   

  ******** Chouteau 

   

  
  

  Business Response

  Date: 01/31/2025

  We are in contact with the customer and trying to locate a transmission. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 wanted to express my concerns about Keffer Volkswagen. The car was advertised for one price but then jacked up for an additional $4000. I was also told that the vehicle passed inspection without issues. I have taken the vehicle to my mechanic and I am not sure how this car would have passed the inspection. I am now coming out of pocket almost $2300 in repairs. The car was sold under the guise as is but there were no additional maintenance concerns that I should have been aware of at the time of purchasing the vehicle. The dealership was dishonest about selling this vehicle. The battery did not pass on the car, and issues with the transmission gasket leaking, wipers, engine belt being worn, and error message regarding the back right and left tail lights, and auto lamp / light function were inoperative as well as other miscellaneous issues. My mechanic is still running a diagnostic on the vehicle to figure out what is going on with the tail lights which could easily bring this total to more than $4000. At this point, I am frustrated and disappointed that this dealership misled me into thinking that everything was functioning properly on this vehicle. This dealership knew this car had several mechanical issues but yet told me everything was cleared and passed during the inspection.

  Business Response

  Date: 10/17/2024

  We are investigating the customers transaction and are reaching out today to try to resolve the matter. 

  Customer Answer

  Date: 10/17/2024

   
  I am rejecting this response because no one contacted me from the dealership to discuss how this would be resolved today as it was stated in the response. I have attached the updated estimate for the repairs on this vehicle which is $5351.78. This is the amount that I am requesting to be reimbursed or cover to get this vehicle to drive safely on the road. 
  
  

  Business Response

  Date: 10/17/2024

  We contacted the customer this afternoon, asking for specific details for his issue. It seems he has now responded, and will continue communication to assist in the resolution. 

  Customer Answer

  Date: 10/18/2024

   
  I am rejecting this response because I have provided detail information on my initial complaint with documentation as well as the final estimate to get this vehicle safe to drive. It seems as though Keffer Volkswagen is refusing to address the fact that they sold me a vehicle that they knew had these existing mechanical issues. I have attached the final estimate again for all of the repairs this vehicle need at this point to be operable. I have requested that I receive the cost to repair this vehicle of $5351.78. I would like to request that a decision is made quickly because this vehicle is currently with the mechanic- waiting to be repaired. I am requesting that Keffer contact the mechanic to authorize payment so that we can move forward with getting this vehicle back on the road and I do not have to continue to make other arrangements for transportation especially during this time that my area was devasted as a result Hurricane ******. I am hoping that Keffer Volkswagen will do the ethical thing and authorize the payment for the repairs. 
  
  

  Business Response

  Date: 10/18/2024

  We maintain that Keffer Volkswagen acted in good faith in this transaction.  The items referred to were not in fact known issues at the time of the sale and are instead largely maintenance items that are not uncommon for vehicles with nearly ******* miles.
  
  
  As you can see from the attached documents, this vehicle was sold and signed for in AS IS condition and the additional items that were purchased were fly disclosed as evidenced by the customers signature on the additional enclosed document.  We regret that Ms. ****** feels as if the items her mechanic is selling her should have been completed prior to the sale of the vehicle.  In an effort to promote goodwill we intend to offer her a check for $500.

  Customer Answer

  Date: 10/25/2024

  I am rejecting this response because the statements that these are typically mechanical issues for a vehicle with close to ******* miles is untrue. I have provided the estimate from my mechanic that oil put in the wipers, the leaks dealing with the broken gasket with the transmission and the taillights have no relation to the mileage on the vehicle. The dealership refused to sale this vehicle with an extended warranty, I now realize because they were fully aware of these existing mechanical issues. I also discovered a pictures on line showing there were issues with the taillights. This dealership have some many negative reviews online that I since have become aware of in dealing with my situation. The evidence speaks for itself, a quality vehicle would not have close to $6000 worth of repairs in less than a month if these were not already existing mechanical issues.  I did indicate that a check could be mailed to me for $500. I still have not received this check. I may not receive a check because in my opinion, Keffer Volkswagen is dishonest and an unethical dealership that I believe will eventually go out of business. 
  
  

  Customer Answer

  Date: 10/28/2024

   
  I am rejecting this response because:

   

  Good morning:

   

  I know this case has been closed, but I would also like it reflected in the files that Keffer Volkswagen NEVER mailed me a check for $500.00. This check was supposed to have been mailed over a week ago. 

   

  Sincerely,

  Dr. **** *. ******

   

  
  

  Business Response

  Date: 10/28/2024

  The check has been cut and is on the way. We will send the tracking info to the customer. These things take time to process. The $500 will absolutely be honored. 

  Customer Answer

  Date: 10/28/2024

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 wish I had read the complaints prior to buying my car here. I bought myself a birthday gift in August of a Tesla from this dealer. When I received the car it was not fully charged or detailed. The vehicle came with a service needed message when I first got in it to test drive. I asked about it and was told it was nothing. My car has food/crayon markings and a bunch of other stuff still in the backseat and pictures were taken. As I reached out to ******* the Salesman, he told me he would look into it I was threatened that they would repo my car for not handing over the title to my trade in and I followed through and provided the title and the lien release letter. After giving them the necessary documents I was called back into the dealership and forced to miss work to go around to different DMVs to try and obtain an instant title. Before going on this journey I asked them if I needed the lien release letter and was told no. Turns out I needed the letter and upon my arrival back to the dealer I was told they couldnt find it. The letter was needed in order to purchase the vehicle and now its becoming my problem that I do not have it. Moving forward I have been asking about my tags that I paid for with the price of my car and I have been unable to receive any type of confirmation if they have been received. I am now riding around on expired tags for 2 months now and they have done nothing to confirm I would be getting my tags. I have called numerous times and texted the sales manager and the salesman and I have no progress being made. The salesman Montana has blatantly ignored my messages and ignored me while I was even in the store making this experience extremely distasteful. Ive had items from my car I asked they hold on to for when I come back for the detail they promised that I never received and my items are no longer able to be found. The communication among people here is lackluster and the customer service is dissatisfying. I will seek legal action.

  Business Response

  Date: 10/14/2024

  The customer is referring to documents needed to complete the transaction with both the title work, as well as the funding of the loan. Regardless of this, it sounds like there may have been some communication gaps and we greatly apologize for that. We are reaching out to the customer personally to resolve his final issues and see to it that the customers experience ends positively. 

  Customer Answer

  Date: 10/16/2024

   
  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 to all that have reached out and look to make the situation better. 

  
  Thank you. 

  
  

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Around the middle of July 2024 I purchased a 2016 ***** CR-V from Keffer **. I went only to purchase a ****** Pathfinder. I test drove it. Did all the paper work. Hours passed. Then they tell me they couldn't get financing for $10,000 but they had another car for me. I looked at it and after being told it was only a COUPLE thousand more than the ****** and give the fact I was trading in a older van with a salvaged title. So, I agreed because I needed a car but was never told WHY that was the only other car for me. They said they got me financing but I needed a co signer. So my son agreed to sign. I was the borrower, so we thought. Most papers had me first but some had him first. So I signed stupidly before seeing the TIL. Not once was I told that this little car was priced at $16,000 plus dollars. They just print and say sign here. No explaining of nothing. My son comes after 7 to sign and he notices the dried out withered belts. So, they did give us 90 days on that. He signed for me. We drive off and 2 miles down the road the check engine light comes on. No air. And there's noises under car. We take it back and they said they fixed everything but they didn't hear the noise. Lol Couple days later same thing. We go back and while waiting the manager updates us. But, the bank had called and we told them so they would not fund the loan until the car was fixed. The manager said, "Hey guys if you tell them it's all done and that ****** is great, I personally will see that it gets fixed here at no cost you you" He said it was going into the next month and they need it NOW. So stupid me believed him and did just that. Called him every day, he wont talk to me. I was transferred so many times or told her was out. During this time I took it to 2 mechanics who verified the issues and showed me a plugged tire and the brakes are scrubbing. The price was never mentioned. I texted and messaged him. I'm stuck w/a $16k car not worth it and not running right. Now dead battery today!!

  Business Response

  Date: 10/14/2024

  We apologize for the lack of communication from the management team. I have personally gone through this and will see to it that any promises made will be fulfilled. 

  Customer Answer

  Date: 10/18/2024

   
  Better Business Bureau:
  
  I was contacted by the general manager and met up with him to have the car looked at. I am pleased with his intentions at this time. Awaiting repairs.
  
  Thank you.