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:01/13/2025

  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.

  DO NOT BUY OR LEASE A VOLKSWAGEN. AutoNation is giving Volkswagen a BAD name. AutoNation refuses to provide a loaner car for any Recalls, refuses to pick you up from home to bring you to the dealership to pick up your car (you must find your own way back to the dealership), and when you have an appointment, it does NOT matter, your car is put on a list and mechanics get to your car when they have time. I have complained about software issues since 02/2023 to this dealership, but they have failed to do anything about it, even after 2 visits for the same thing. I have called Volkswagen USA, and they said there is a software update, but when I went to the dealership, nothing was done. My steering wheel was peeling off within the 1st week of leasing this vehicle, but it took almost 6 months to get a new steering wheel. My car is currently in this dealership for the exact software update I have been requesting. It would be nice to have a loaner car to use while they have my car for (4) days. It would be nice if my Lease payment was credited for the loss of use of my vehicle. I will have to talk to my attorney, ******** ******, **** about the numerous loss of use of my vehicle during my Lease term and compensation. I WILL NOT BE LEASING OR BUYING A VOLKSWAGEN AGAIN!

  Business Response

  Date: 01/27/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you.

• Initial Complaint

  Date:10/23/2024

  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 car from this place on 9/12/24 2024 brand new. The check engine light came on October 2 after not even having the car 1 month. I do not commute and work from home. My daughters school is 2 miles from my home and the grocery store is 3 miles away. right now that is the only place the car goes. If Im being gracious thats not even 35 miles a week. When I took it in for service they gave it back to me claiming there is 519 miles on the car. Its completely impossible. This company is selling you brand new cars with papers showing 10 miles yet the cars really have more miles. This company needs to be investigated because I guarantee I am not the only person theyve dont this too. This is my very first brand new car. Ive had several used cars and never experienced anything like this. The customer service on top of this was HORRIBLE. I could have literally bought a car from anywhere. Never again will it be from here. Bottom line, do not do business here just go across the street or next door to *****, Jeep, or ****.

  Business Response

  Date: 11/05/2024

  Thank you for bringing this concern to our attention. As a part of the sales process, photos are taken of the vehicle's VIN # and the odometer to record the mileage at the time of sale. This was completed and confirms that the vehicle was sold with 10 miles on the odometer. 

  Thank you. 

• Initial Complaint

  Date:04/25/2024

  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 January 23, 2024, I purchased the vehicle for $23,277.04. Just two days later, the check engine light illuminated, prompting me to request another vehicle within the five-day window. ****, the finance manager, assured me that the warranty would cover any issues and even promised a complimentary oil change next time. He stated that if problems persisted, he would facilitate a replacement.Since then, the dealership has attempted to address multiple issues with the car. These include problems with the emission valve, brake issues (later revealed to be related to a previous minor accident), and electrical module malfunctions, among others. Despite all repairs being covered under warranty, the frequency and severity of these issues raise concerns about the overall quality and safety of the vehicle. Now, the dealership is attempting to resolve the situation by offering to trade me out of the problematic vehicle. They've appraised the car at $16,724, meaning if I accept their offer, I would still owe my credit union $6,553.04 after settling any existing loan on the vehicle. This would also necessitate taking out an additional loan to finance the purchase of another car. It's a frustrating situation that further compounds the financial burden caused by the initial purchase of the faulty vehicle.

  Business Response

  Date: 05/02/2024

  Thank you for bringing this concern to our attention. The customer returned to the dealership to meet with the management team to come to a resolution. 

  Thank you. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21607058
  
  I am rejecting this response because: 

  Unfortunately, I received a call from ************,        ( ************** on 04/25/2024 the day before I pick up the Vehicle again and he stated that he may have some other options but I have contact legal consulting at this time. In my opinion they knew that this car had these issues and I feel that its so unfair that they do their customer like this or is it because Im black and I hate to say that but it make me wonder. I thought by doing business with a company like this that things would be better because everything supposed to be certified, but thats not always the case I see. Thank you so much BBB. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/09/2024

  We understand the customer will be taking the legal measures. This case will be handled by the **************** moving forward; therefore,we will not be able to provide a response to the BBB at this time. 

  Thank you. 

• Initial Complaint

  Date:04/09/2024

  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 recently took my car to Auto Nation VW for a routine oil change, and the experience was incredibly disappointing and costly. Unfortunately, during the oil change process, my oil pan was stripped, leading to significant issues. When I reached out to the manager over the phone to discuss the matter, I was informed that they do not check for such issues during an oil change, which contradicted basic service expectations.The situation escalated when I spoke to the same manager in person. Contrary to the initial phone conversation, the manager denied ever stating they dont check for these types of issues, suggesting instead that the damage might have occurred due to services provided elsewhere. This inconsistency not only highlighted a lack of transparency but also a disregard for customer trust and accountability.To make matters worse, Auto Nation VW proposed that I cover the cost of the damages amounting to $1100, insinuating that the fault was mine. This accusation was not only baseless but also a clear attempt to deflect responsibility for their actions. Its disheartening when a business, especially one you trust with your vehicle, turns a service error into a blame game against its customers.However, its worth noting that my experience with ********* VW has been the complete opposite. They have been incredibly helpful, showcasing a level of service and care that is way superior to what I experienced at Auto Nation VW. Their professionalism, honesty, and commitment to customer satisfaction have been exceptional, highlighting the ***** contrast between the two dealerships.In conclusion, while my experience with Auto Nation VW was frustrating and disheartening, ********* VW has proven to be a beacon of how customer service should be handled within the automotive service industry. I had hoped for a straightforward service and a company that stands behind its work at Auto Nation, but it was ********* VW that truly lived up to those expectations.

  Business Response

  Date: 04/10/2024

  Thank you for bringing this concern to our attention. The customer visited the service department in November of 2023 for an oil change that was completed without incident. The customer has not visited the service department other than their appointment four months ago. 

  Thank you. 

• Initial Complaint

  Date:03/13/2024

  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 took my car to the dealership for routine maintenance and to change timing belt at their suggestion.When I picked up the car and took home there was oil drainage and the alert light was showing light on tag site needed new bulb.This was already pointed out to the customer representative when the car was left with them.Soon another warning light came on and when they did diagnosis said that I needed almost $6,000 worth of work.They claimed that the serpentine belt was loose etc.All parts were directly associated with the work of changing the timing belt but they never noticed. I found this hard to believe.My initial visit was end of November.Even though my car is old it had been in good working condition until that visit.I brought it back February. I do not believe my car was handled correctly and the change bulb light that was showing was never attended yet I was charged$81 dollars.Why was my car leaking oil.Why were belts and parts so close to area that was worked on so disconnected and such bad shape? I have been keeping up with maintenance and replacement at the suggested manufacturer manual.They refuse to return my call.My new mechanic is puzzled and tried calling but everyone was out to lunch. I at least want my $81 dollars back and I did give a poor rating in their website.No one will listen to me. I sincerely believe that they are responsible for the mess my car is in.Thank you for allowing me this opportunity to give my voice.

  Business Response

  Date: 03/19/2024

  Thank you for bringing this concern to our attention. The service department completed recommended repairs regarding a timing belt in November 2023etermined by the vehicle's age and mileage. Approximately 3 months and 4k miles passed between her next visit regarding an oil leak concern. A diagnosis was performed and it was determined that the leak was coming from the oil filter bracket assembly which is not related to previous repairs. It was also found that the vehicle's A/C pulley was broken which caused damage to the serpentine belt, which is not the same as the timing belt that was previously repaired in November. Additionally, the customer only received a quote to replace their bulbs for $81 but was not charged as they declined the offer. 

  Thank you. 

• Initial Complaint

  Date:10/26/2023

  Type:Order 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 writing to file a formal complaint against AutoNation Volkswagen Las Vegas, located at ********************************** Vegas, ** 89146-3034, for deceptive business practices and unauthorized changes to a car purchase agreement. My complaint pertains to a recent car purchase from this dealership, which occurred on September 25, 2023.During the negotiation process with the sales representative at AutoNation Volkswagen Las Vegas, we agreed upon specific terms for the purchase of my vehicle. I was clear in my request for a 60-month term with a monthly payment of $708. Regrettably, when I received the financing statement, I discovered that the contract had been manipulated without my consent. The financial manager, ***************************, had extended the loan term from 5 years (60 months) to 6 years (72 months) while maintaining a similar-looking monthly payment of $718. This extension of the loan term was never discussed or agreed upon during the initial negotiation, and it was not communicated to me clearly.Moreover, AutoNation Volkswagen Las Vegas added a total of $5707 in protection plans and $1095 for gap insurance to the purchase price of the vehicle without fully disclosing these additions to me. These costs were discreetly included in the total purchase price, and as a result, the financial manager extended the loan term, making it appear as if my monthly payment remained consistent with our original agreement.As a consumer, I feel deceived by *************************** and AutoNation Volkswagen Las Vegas's actions. I was under the impression that I had agreed to a 60-month term with a $708 monthly payment and that the total purchase price would not include unauthorized charges for protection plans and gap insurance. The unauthorized changes made to the contract and the extension of the loan term were never disclosed to me during the negotiation, and it is apparent that they were made to my detriment.Furthermore, on October 25, 2023, we visited the dealership at ********************************** Vegas, ** 89146-3034, to request that they revise the contract. However, our efforts were met with a lack of cooperation and courtesy. ***************************, the financial manager, displayed a rude and dismissive attitude, refusing to address our concerns. The dealership claimed that we had signed all the paperwork, and they flatly rejected our request for assistance.I request that AutoNation Volkswagen Las Vegas rectify this situation immediately by reverting the contract to its original terms of a 60-month term with a $708 monthly payment, as we initially agreed. Furthermore, I request the removal of the unauthorized additional charges for protection plans and gap insurance from the contract.I believe it is essential for AutoNation Volkswagen Las Vegas to operate with transparency and integrity in all its dealings with customers, ensuring that contracts accurately reflect the terms agreed upon during the negotiation process. I hope for a swift resolution to this matter and request your assistance in facilitating a satisfactory resolution.Please acknowledge the receipt of this complaint and keep me informed of the steps taken to address this issue. I am open to working with the Better Business Bureau to ensure a fair and equitable resolution in this case.Thank you for your attention to this matter.

  Business Response

  Date: 11/06/2023

  Thank you for bringing this concern to our attention. The ****************** followed the correct process when offering the customer their warranty options. The base pay of $708 is located on the attached sales menu; however, please review the signed copy of the customer's warranty option to which they accepted. Purchasing a warranty changes the price of the deal, as it is added to the original base pay. The customer can cancel their warranty at any time; however, their contract cannot be changed at this point in time. 

  Thank you. 

• Initial Complaint

  Date:09/05/2023

  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 August 31, 2023 I brought my car into AutoNation Volkswagen for my ****** mile service even though my car had roughly ****** miles but since their appointments have to be made like two weeks in advance I was playing it safe Without even looking at my vehicle, the service advisor handed me a paper with 3 services and payment options (Please refer to the photo)I declined any services other than the oil change and the service advisor made a comment along the lines of be prepared for you car to start making weird noises within the next month or two because you dont want any of the servicesThey gave me my vehicle back a couple of hours later and I headed to my mechanic where I paid $270 for the services that Volkswagen wanted to give me for $500-$1,000 however, my mechanic found that one rear break pad was at a 2 and the other at a 10... I shouldnt have been driving my car otherwise it wouldve worn off to the point of it going metal to metal which wouldve been damage that wouldve cost me over a thousand dollars not to mention it is UNSAFE!I went back to Volkswagen and I showed them my mechanics notes and a letter I had received stating that all rear break pads for vehicles VW 2022/2023 had been extended an extra ****** or an extra year whichever came first and thats when they were like okay yeah were fixing it at no cost to you. Since my rear breakpads were under warranty AND FAULTY and I paid $150 to get the inspection from my mechanic I am allowed to ask them to reimburse me that money because I had to pay that due to THEIR negligence. But they said they would not reimburse me because they wouldnt have been able to tell because I didnt get a tire rotation; meaning, IF I had paid for a tire rotation out of MY pocket, they wouldve noticed; so, again, I wouldve been out money for something to be diagnosed even though it was under warranty and they do not want to take accountability. I showed them my receipt which they ignored.

  Customer Answer

  Date: 09/07/2023

  This dealer thought it was a better idea to retaliate against me by trying to silence me. They know they did something wrong that could end up in legal issues and instead of offering a real resolution they coerced me into signing a document. After consulting with a lawyer the advised me to write a letter to them stating that I was revoking my signature from said document due to me signing under duress after they threatened me with legal action and keeping my vehicle (my loan is not with them directly so they do not have the right to do this). 

  Business Response

  Date: 09/08/2023

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience that *** have occurred. The customer has been in direct contact with the management team to come to a resolution.

  Thank you. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20552341
  
  I am rejecting this response because: your response is a lie. I have not been in direct contact with you guys nor have we reached a resolution. You guys had me sign an agreement under duress making threats to not release my vehicle to me and to take legal action against me which is coercion (very very illegal). I sent you a letter revoking that signature and reported this illegal act to Volkswagen Corporate and AutoNation Corporate. I am yet to receive my reimbursement from you guys!
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 09/22/2023

  The customer worked directly with the management team where a legal document was signed as an agreement by the customer. We ask that this complaint be closed at this time. 

  Thank you.

• Initial Complaint

  Date:09/09/2022

  Type:Order 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 August 6th I went in and was looking to trade in my car for a VW Beetle. Immediately the sales person took me for a test drive and I liked the car. We went and sat down and he started handing me a ton of paperwork asking me to sign. When I asked what I was signing for he stated "don't get cold feet now you were so excited when you came in here." I should have known right then I was about to have the worst experience with a car dealership ever. Unfortunately for me, I signed. I went through the whole process was NEVER explained anything I signed throughout the entire process (I know, dumb that I kept signing). I walked away with my VW Beetle. I was told I would get a call to pick up my green slip to take to the DMV and get my plates. I still to this day have yet to receive a call. My temporary placard expired on September 5th so now I am driving around with expired tags. On September 6th - my new/used car, I just purchased just stops driving in the middle of the road. The car was still on but it would not move. Extremely scared, I turn off my car and turn it back on and it was driving normal. I kept going and then my car started to skip- it was making weird noises. I then pull off to the side of the road and it stops running again. My dashboard lit up like a christmas tree with- check engine light, battery light, and another light. I turn off my car and turn it back on just so that I can get home. I got home and called and the dealership got me in as an emergency walk in. I drove to the dealership to drop my car off, they acted shocked that I was there and I asked for a loner car since I need to work. The manager was conveniently not there and they did not have any cars. The service attendant told me she would call me the next day if they would have to keep my car longer than a day and give me a loner. I had to call them the next day and they had not even looked at my car yet! I went 3 days without a car and I have called corporate twice without any call back yet.

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 7, 2022/09/14) */ Thank you for bringing this concern to our attention. We received the customer's vehicle in service on Wednesday and the diagnosis showed that the car was in need of a fuel pump. The car was repaired and returned to the customer as quickly as possible. We have contacted the customer directly to address her concerns in this complaint and apologize for any inconvenience and as a goodwill gesture offered a tank of gas- which she declined. We are committed to ensure all our customers have a seamless experience when visiting our store. We apologize if we fell short of that goal. Thank you. Consumer Response /* (3000, 9, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business because when the general manager called me about this issue she did not care about my issue and was completely condescending. When I started to tell her about not having my green slip she interrupted me and said "let me stop you right there I just found out that the person who is supposed to be making those calls is not." That is great that you are taking responsibility but that does not fix my problem. By offering to fill up my tank of gas next time I come in for $60 after you guys made bad business deals and completely coned me out of my car and into something I was excited about and now just feel like you sold me a bad car and I don't want it. I told the general manager what I would want and if there were any similar solutions we could come to and her response was "for us to buy back the beetle would be a bad business move on our part." It would be a bad business move on my part to sell it back to you and get myself into yet again another car payment but I was willing to work with them to make this situation better. Autonation and this specific Volkswagen dealership does not care about their customers and they do not care about righting their wrongs- they care about the sale of a car and they do not care once you walk off that lot. I declined the tank of gas because that is cheap and a slap in the face. This company and that general manager is a joke. Business Response /* (4000, 11, 2022/09/16) */ We sincerely apologize for any inconvenience you may have experienced due to the vehicle needing repairs. Customer Service is very important to us and sometimes we do fall short of that goal. We value and appreciate your business.