ComplaintsforUniversity Volkswagen Mazda

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our vehicle in for a repair in December 2023. From then until we have received the worst customer service and response to getting our vehicle fixed. Initial issue we had was the car wobbled when accelerating but stopped once you removed foot from gas. That took 4 months to finally fix, they keep blaming our wheels and tires for the cause. But after replacing both front drive axles, both front stabilizer bars, and the electric power steering the issue was resolved. But as my wife left the dealership it had a clicking and grinding sound, and they said the cause was lack of torquing of repair. From that point we developed a vibration in the steering wheel when driving. After numerous visits to discount tire and the dealership issue still remains. After repeated attempts with the dealership and VW America we finally did a test drive with our 18" and 20", and a set of 18" and 20" from a newer VW Atlas to see if our wheels were the cause. The test drive showed that all 4 sets of wheels vibrated the same. Their fix was for us to buy brand new tires which makes absolutely no sense. They have lied on the repair paperwork and failed to amend to show the truth when they said they would. Discount Tire stepped up and gave us 1200 worth of tires but the issue remained, so we returned the tires. I asked them if all the tires vibrated, why are we required to buy new tires, but you put the others back on a vehicle for sale. We just want our car repaired as required by the warranty. We have gone above and beyond when asked, but our vehicle never did what it does now.

  Business response

  08/08/2024

   

  BBB

  Thank you form reaching out in regards to *** ***** Concern. I have reviewed the attached documents and our records as well. 

  Based on the information we have It has been our belief that this  problem is due to  the non factory  wheels and centering rings 

  Not the Tires , We did install for test purposes new Factory wheels and tires and was unable to get any abnormal vibrations .

  It is our belief that the aftermarket wheels and or centering rings are playing  a part in this problem.

  I am  happy to sit down and discuss  with The ***** if they feel it is necessary .I have included all of my contact information below 

  and would welcome hearing from them 

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

  GM - Partner 

  University Volkswagen Mazda 

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

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

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

   

   

  Customer response

  08/14/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  We are rejecting this because these are the same responses we received from both shop managers. The promises of sitting down discussing with no substance or ideas to rectify the situation is 9 months past due. First the issue with the hub rings is incorrect, when provided the size Discount Tire special ordered a set, and we bought our own set to make sure we got the right items. Once received we took to discount to mount and they were the wrong size, which we informed the service advisor. Secondly, the issue of the car vibrating came from after the work was performed by University VW techs it was not the initial root cause.  We have jumped through every request from University and VW America to get this handled, but always back to blaming our wheels and tires as the root cause. We have since December 2023 requested that tech not touch our vehicle, we have reached out to speak to upper management and ownership, we have reached out to Volkswagen America all falling on deaf ears.  They asked for our factory wheels on a Friday afternoon, I had to leave work early so we could get tires put on and dropped off on Saturday.  After 2 weeks of no response my wife reached out and they said pick up the vehicle So our faith in University reaching out after we fill a BBB claim to resolve is zero. We had a glimmer of hope when ****** took over and asked us to give him an opportunity to resolve and we did. We met up on a Saturday morning, came up with a plan to test drive the vehicle without factory 18" and aftermarket 20" wheel, with University providing a factory set of 18" and 20". After the test drive, I discussed the findings with ****** because both set of 18's vibrated the same, and our aftermarket 20" wheels performed better than the factory but both vibrated worse than the 18's. ****** wanted to keep the car to do further troubleshooting so we left it there for almost 2 more weeks. He told us VW told him for us to pick up the vehicle, but he was still going to continue working on it. When my wife sent me a copy of the receipt it had nothing of what happened on the test drive so I texted him asking for an amended  copy of the work order which he said he would take care, to this date nothing. Until December 2023, we had nothing but good things to say about the dealership, from purchase to service, but now it’s a nightmare that won’t end. If they have a plan and not the same talking points let’s talk, if not I can provide more information from the $1400 tires Discount gave us for free to help fix the issue (didn't work) to the text messages between us and the service advisor trying to resolve this. If they are willing to have a meaningful honest discussion, we can make ourselves available but understand our reprehension after 9 months of deception.
  
  Regards,
  
  ***** **** *** ***** ****
  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  03/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  University VW has repeadtdly diceptivly took information with the false advertisement of buy online but dealer just uses as bait and switch scam and you cannot buy car online and dealer will just say come in and FTC says i csn get pricing up front but sales person Jadyn has no trouble violating FTC rules

  Business response

  03/20/2024

  University Volkswagen Mazda did receive multiple leads from Mr. **** ******.  We gave him multiple prices for the vehicles he was inquiring about and we would love to sell him a car.  Please let us know how we can help.

  Customer response

  03/27/2024

  Dealership is not honering signed accepted offer they deceptivly advertise buy online but never allow you to finish online purchase becuase its a scam bait and switch buisness stated they would be more then happy to help so i tried again but no luck dealer will not confirm offer and terms and willingly violate NM motor vehicle finance act and are misleading and decieving ****** and *** both like to play games and will not be honest and transparent. Buyer beware

  Delivery; Finish the job; Modification/discontinuance of an advertised claim

   

  Business response

  03/27/2024

  BBB

  Thank you for forwarding us this information , In regards to the inquiry, As for the online pricing it looks to be correct If the customer would like to complete the purchase  of a vehicle 

  they can simply bring a check or cashiers check for the amount  listed on the website. There would be no problem with that transaction. (That particular vehicle is sold but there  are other to chose from)

  If the customer is requesting assistance with financing we can help but he will need to come in to the dealership to see if financing can be arranged ( I have emailed this customer and asked that he call me personally so I may assist 

  in any way I can) I have not heard back to date from him .

  My personal contact information is below 

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

  GM-Partner 

  University VW Mazda 

  Personal cell ************

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

   

  Thanks you again for helping us and this customer 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2009 Jetta into dealership at the first week, of Feb. 2023 by the 9th of March the car is still not done, I plan to take this car on a road trip, and still need to put new tires on it. I am leaving on the 12th of March for Nashville, I have contacted the service manage and staff a number of times. They text me all capital letters, but no one has seen fit to talk with me personally. I LVM for ******* ******, on the 8th and *** ********* on the 9th, no return call as of this time. Seem they like they want to talk to customers. I am sending you this complaint , because the trip is planned, reservation made, if I have a accident on Route 40 due to tire failure because I could not get new tire's on this car before leaving, I want somewhat of a record of this so my wife's lawyer can follow up. If you have a name of a lawyer in ABQ. N.M. that handle things like this please sent it to my email. Thanks so much, ****** ** ****** ****

  Business response

  04/07/2023

  Good morning. I apologize for the delay in response to the complaint. I have called Mr ****** to see what resolution can be had. I was able to leave a voicemail requesting a call back at the ************ on 4/7/23 @ 8:29 AM. 

   

  Thank you, ******* ******* ************

   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my car for a diagnosis and received a video and a text indicating that I would be charged $146.00 however when I went 02/3/2023 I was charged over $500.00. I would like the difference refunded to my credit card.

  Business response

  03/04/2023

  Good afternoon, In review of Mr. ********* complaint I have spoken to his Advisor and was informed that Mr. had approved the amount of $466.53 verbally to *** ***** in order to complete the additional diagnosis needed by our technician to arrive at the recommendation that the 2013 passat engine be replaced. The mention Video described the need for the additional diagnosis time which was followed but by a phone call from *** requesting the additional time. I did confirm that the documentation that was sent in the text did not reflect the additional $318.58. And being so I would be willing to refund Mr. ********* $191.81 (initial diagnosis charge signed at write up of $145.00 + the requested amount of $146 in txt/video = $291 + Tax & supplies =TT$346.06 - the repair order TT of $537.88 will equal a refund of $191.81.). I believe this to be a fair assessment. Please let me know your thoughts. 

   

  Thank you, ******* ******* ************ **********************

  Customer response

  03/06/2023

  [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 will accept the refund of  $191.81 offered by university Volkswagen.
  
  Regards,
  
  ***** *********

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle in for services. My vehicle had broken down. Given personal circumstances I needed my vehicle quickly. However, being as I had no reliable form of transportation. I also needed accurate information about the completion time of my vehicle to make for accommodations. ****, my service manager, told me he'd be able to get my vehicle diagnosed within 24 hours. It took 3 days for my vehicle to be diagnosed. He then promised me I'd have my vehicle repaired in a day or 2 after diagnostic, before diagnostic had even been performed. It took another 3 days to get pricing. I was quoted $9000 for all new parts. Upset, I called & was told they could rebuild for $1500-$2000 cheaper. I confirmed. It took another week for repairs. During that week I complained to the manager, *******. I was then given accurate info about repair time but told pricing would be somewhere around $9400. It wasn't until the last possible moment I received accurate pricing for my repairs (10 mine before completion). In fact, I showed up at the shop at the agreed upon time & they were still finishing. They hadn't even test drove it yet. They removed a part they didn't need and added a hypothetical 10% discount which brought my total down to $8800. The reason I call it hypothetical is the 10% discount was $250, not 10% of $8800. I received abominable service and would like $1300 refunded. This equates to the amount I was quoted for the rebuild (at minimum). At no point during the 2 weeks my car was being repaired did I receive any follow up from **** as promised which caused me to call to the shop continuously, taking up my time. I had to leave work twice to talk to management in person. I would like to resolve this in a professional manner with upper management before considering any further action as I feel this is a clear violation of the unfair trade practices act.

  Business response

  01/30/2023

  We were contacted by Mr. ******* requesting that we get him into our shop as quickly due to his vehicle not being able to run. Once the vehicle was here we found that due to his need of a breathalyzer on the vehicle we were delayed in starting repairs with the need to get a bypass code from the device provider. Once we were able to bypass the interlock we were able to diagnose the need to replace the engine's cylinder head and related components. We found in quoting an original Volkswagen cylinder head that the cylinder head was on a backorder through volkswagen with no supply in North America. ****, his service advisor in speaking with Mr. ******* about the quote ($9070.58) suggested that we could outsource the needed machine work and rebuild the existing cylinder head and could possibly save him $1500-$2000 at the same time being able to expedite his repair. Mr. ******* approved this route of repair. 
  
  It turned out that after all was said and done the repair price grew to roughly $9400. ******** (Service drive Manager) did what he could to help the customer and removed the "$400" in expense that was above the original quote and provided a 10% discount. We cap our discounts at certain dollar amounts, and our 10% discount is capped at $250. 
  
  In review I would like to offer/honor the 10% discount in full. The final adjusted bill and without discount was $8478.09 without tax, with tax $9135.14. Mr. ******* was given $250 off the $9135.14, to honor the full amount of 10% this would mean an additional $663.51 to Mr. ******* bringing the total discount to the 10% of $913.51. 
  
  Thank you for reaching out and please let me know your response.
  
  ******* ******* ******* * ***** ******** ************ 

  Customer response

  01/30/2023

  [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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 3rd after sone negotiation over the cost of a vehicle purchase, I was given written instructions for a wire transfer and the go ahead to proceed with such. One hour after initiating a $41,134.96 wire transfer I was told through text that the vehicle I had purchased had been reserved for another customer and it was no longer mine. I was sent a copy of the receipt for the deposit “reserving” this vehicle and it was processed one hour after my wire transfer had been initiated and communicated with the sales staff. I am now being told the money cannot be wired back to me. This is fraud.

  Customer response

  08/08/2022

  
  
  Hi ****,

     University Mazda has rectified the situation, once I was able to get in touch with the upper management. I don't appreciate how this was handled initially, and I do believe this business practice constitutes fraud, but the complaint as it concerns the BBB has been resolved.

  Thank you for your expedient response to my concerns.

  Sincerely,

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

*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. ↩