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:04/11/2025

  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.

  Scratched and damaged plastic piece covering sos/service compartment. This is the 3rd time I had to bring in car to see what the source of the issue was. Not sure if other employees took that part off but it was wasn’t damaged the the other two times.

  Business Response

  Date: 04/22/2025

  I'm sorry, this is the first time I'm seeing this complaint. Can you please specify what dealership this pertains to? I am happy to look into it further.

  Sincerely,

  Missi C.

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  It’s open road Volkswagen in Bridgewater. 
  
  
  
  Regards,
  
  ****

  Business Response

  Date: 04/28/2025

  The service manager was unaware of this problem. The dealership will contact the customer and remedy the problem.

  Sincerely,

  Missi C.

  Customer Answer

  Date: 04/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And in response to manager not aware, I tried to call service dept a few times and no answer.
  
  Regards,
  
  ****

• Initial Complaint

  Date:10/25/2024

  Type:Product 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 am a CT resident and purchased a used vehicle from Open Road ********* on September 5, 2024. I paid the dealership $340.50 for title registration and they issued a temporary NJ registration, with an expiration date of October 6, 2024. 11 days after purchase, on September 16, 2024, my salesman contacted me and tole me I needed to get an emissions test on the vehicle in order to register the vehicle in **. I did so as soon as I could, which was on September 19, 2024 and sent them the original, as requested. I heard nothing from the dealer, so I reached out a week later, on September 26, to confirm they received the original and that everything was in order. The salesman responded that he was not in that day but would check with their clerk. The next day, on September 27, I checked in with him again, but did not receive a response. I followed up again a few days later, on September 30, and finally received a reply stating that they had everything they needed and were just waiting for the plates to come in. On Oct 3, I checked in with the dealer for a status, since my temporary registration was to expire on Oct 6. The salesman said he was not in but would check with the clerk. I did not hear back so sent another note on Oct 4, but received no reply. I checked in again on Oct 5 and was told they cannot extend the temporary registration, but "hopefully" they would receive my plates the following week. The following Monday, I requested a status, but the plates were not in. I have been following up since, and my requets are frequently ignored. When I do receive a reply, it is non-specific. I was ultimately told they use a third-party service to register out of state vehicles and that they are backed up. When I asked for the name of this third-party service provider, they have been unwilling to provide me with this information. Today is October 25, ************************************************ registration, nor an indication that this will be resolved soon.

  Business Response

  Date: 10/28/2024

  We apologize for the delay but there are times that it cannot be avoided. The customer purchased his car 9/5/24. We received this customer's emissions tests from them on 9/24, we then sent his work to our out of state agency on 9/24, they received it on 9/25. I just spoke with our out of state agency & he sent everything to CT DMV on 9/25. They received it on 9/26 at 9:16 am - ***** tracking # ************. CT still has not processed that batch of work that was sent to them as they are behind. He has called asking for updates & all they tell him is that they are working on them as fast as they can. Customers are not provided the contact information of the third party vendor simply because they are providing a service and not directly involved with the customer. We are their customer. It's the terms they set with us.
  He stated the customer can call CT DMV, it is at the ************ location & ask why they haven't processed it but he has tried calling multiple times as he has other customers waiting as well.

  We promise to contact the customer as soon as we get notification.

  Sincerely,

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

  
  

  Customer Answer

  Date: 11/12/2024

  
  Complaint: 22473908
  
  I am rejecting this response because:

  I did finally receive the plates from CT DMV.

  
  

  However, there was one important omission in Open Road Auto Group's response to my complaint. They suggest that "The customer purchased his car 9/5/24. We received this customer's emissions tests from them on 9/24.

  
  

  They omitted the fact that when I purchased the vehicle on 9/5/24 and paid $340.50 to register the vehicle in **, I was not told an emission test was needed.I was first told I needed the emissions test at the end of the day on 9/17/24. I then proceeded to get the test done on 9/19/24, the earliest appointment I could get, and dropped the original confirmation in the mail that very day.

  
  

  This two week delay could have been avoided but for the failure of the dealership to inform me of this requirement at the time I picked up the car from the dealership. Consequently, due to Open Road Auto Groups failure, I was needlessly unable to use my vehicle for two weeks.

  
  

  Thank you,

  Sebastian
  

  
  

  
  
  
  
  Regards,
  
  ********** ****

  Business Response

  Date: 11/12/2024

  Any delays that occurred were unfortunate and it is never in the best interest of any party. We are happy to know you received your plates and apologize for any inconvenience.

  Sincerely,

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

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my leased ********** after the lease matured to ********************************* dealership. The car was completely dead. My insurance investigated the problem and offered to pay for the entire engine replacement. I was still responsible for a deductible $500, Which I had no problem to pay. The dealership representative *********************************** called me and asked to pay $500. I was a little surprised, because I expected to receive a formal invoice. But, no, she wanted the payment on the spot. I offered to pay online from my bank account, she stated that the dealership won't accept it, instead she requested a Zelle payment to her personal phone number. I was stunned and refused.

  Business Response

  Date: 10/11/2022

  The information provided is correct but after a full investigation it was learned that our employee was simply trying to give the customer an option for payment. It is not acceptable and against company policy. We thank the customer for bringing it to our attention. Management has spoken to all parties involved and resolved this.

  Sincerely,

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

  Customer Answer

  Date: 10/13/2022

  
  Complaint: 18145945
  
  I am rejecting this response because:
  
  What else that employe could say? That she was using me for illegal activities? It looks like the company is trying to save its reputation, instead of correcting the issue. 
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from ****************** on June 10, 2022, and was given 30-day temporary tags that expired on July 9, 2022. Towards the end of the tags, I contacted my states DMV office to confirm if they had received the necessary paperwork for my tags, but they informed me that they had received nothing from the dealership and they didn't even have a tracking number for the shipment. I contacted my DMV again on the 9th of July and asked the same question and received the same answer. From there, I contacted the dealership and asked what happened and was informed that this "happens frequently," and if I received a ticket for expired tags they would pay the ticket/court fees. Since then I have been waiting for updates and have received none.

  Business Response

  Date: 08/01/2022

  ***********************, Vice President of Open Road spoke to the customer.  We are trying to track-down whether or not the customer who traded in the car that ******************** purchased received the title from the state of Va.  In the meantime, our office manager,  applied for a duplicate.  ******************* told the customer if need be, we would rent him a car because it sounds like it is going to take 4 6 weeks before this is resolved. We are working on a resolution and will continue to communicate directly with the customer.

  Sincerely,

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

  Customer Answer

  Date: 08/15/2022

  
  Complaint: 17624079
  
  I am rejecting this response because:
  I see my complaint was closed on 11 August 2022, but I do not know why. The complaint is still ongoing because the business has not resolved the issue yet. As of right now, I still have not received my tag/title for my vehicle that I purchased, and Open Road Automotive Group has not reimbursed me or rented me a car for the time period that I am unable to drive the vehicle. I see they responded to my initial message, and they have communicated with me on two occasions now. However, there is still no resolution to my initial complaint. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/22/2022

  *****************************, Vice President of ************************************, has personally reached out to ******************* to inform him the plates have arrived. He will confirm the best address to overnight them as well a goodwill check. We hope to satisfy the customers concern.

  Sincerely,

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