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:09/15/2023

  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 the 28 august 2023 Check engine light came on while driving. Stopped at my local mechanic so that I would know what the issue was, and was told it was a faulty purge valve. I then called my local auto part store and was told I could get the part for 80 dollars and was a *************************************** that I should call the ** dealer first since the car was still under warranty. I called the dealership, and talked to the service department. I told them what the issue was and was directed to bring the vehicle in, and was told if I wrench on the vehicle myself I would void factory warranty. After hearing this I immediately took the car to the ** dealership. I dropped off the vehicle, asked for a loaner car. they said the have none but will start looking at the car. They took 9 days to look at the vehicle and finally on Tuesday 9/5/2023 they finally diagnosed the vehicle, to tell me the problem was first what i told them it was and second that it is covered under warranty. The part came Wednesday 9/6/2023 and repairs was completed by 4pm. The car I had to rent during this warranty issue due to myself having to go to work was 510 dollars. for what I was told was a fix that their service book said would take one and a half hour. This process would of cost me less than a hundred dollars to fix myself. This is both bad customer service and a poor warranty process. I called ********************* the customer service manager and was asked to send in the reciept for the rental vechicle to see what they could do. Today 9/13/2023 was told nothing coud be done. I believe i am owed compensation for this warranty issue on a vehicle that I bought from there based on the good customer service and the reilablity of the vehicle, which i have not recieved on either.

  Business Response

  Date: 09/20/2023

  Hello *****, *************** to ****************** complaint. This customer purchased this specific preowned vehicle from our location in 2019. Their family has been long time customers of ours both in sales and the service side. It was explained to ************** upon drop off of the vehicle that we did not have loaner vehicles to offer at the time of drop off and also that Volkswagen had very strict policies and criteria with regard to rental car reimbursement on warranty claims. The customer acknowledged this and decided it was the best fit for their lifestyle to rent a car from an off site company. Upon inspection and repairs, the warranty claim did not fit any of said criteria for reimbursement. When we learned this was the outcome, ********************* (mentioned in the complaint), who is our ***************** Manager attempted to then contact the warranty company for a good will gesture for our customer and that was also declined. We are hopeful and appreciative for the consideration and understanding of our customers in these instances. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20598209
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  That response is the truth.  I was told there were no loaner vehicles.  I was told that nothing would be done on any rental or loaner until the found out if its a warranty issue.  I asked if I could drive the vehicle until they know when they could get it in and was told not to drive vehicle.  Renting a vehicle did not fit our life style, I was forced to rent the vehicle due to the poor reliability of the this vehicle and the other vehicles that has the service department backed up.  Yes we have been long time customers including me my wife, and daughters.  We definitely well not be customers in the future and will recommend to all to stay away from this dealer and the ** brand. 

• Initial Complaint

  Date:08/14/2023

  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.

  I purchased a brand new Volkswagen Taos 2022 on September 5, 2022 from Findlay Volkswagen. 2 weeks after I purchased the vehicle, the remote start button on the fob was not working. I did not think anything could be wrong because its brand new. On May 26th, I tried to remote start my car and it didnt work. I came out to my vehicle and 3 lights are on on the dashboard (check engine/EPC/exclamation point light). It was Friday night, so Saturday morning I call them as soon as they opened. I get ****. He tells me I would have to leave the car until Tuesday because its a holiday weekend and they need to diagnose it but they are busy. Im like ok but will you give me a vehicle? He said no because they need to diagnose it first. I told him I have a job, children, sports to get to. He said I can rent a vehicle, to which I replied why would I need to rent a vehicle when this one is new and costs me $564/mth. I requested a manager. I got *******, who was even worse. He told me that people have scheduled appts 2 weeks in advance to see them, to which I asked how was I supposed to foresee this would happen on a new vehicle? He did not care that I only have 1 car for a family of 3, myself and 2 kids. I lost my patience and showed up on their doorstep demanding they look at my car. They looked at it and claimed to have fixed it that same day. Lights were off on the dash so I went about my life. Today, Aug 11, 2023, I reached out to Volkswagen again because my EPC & check engine lights came on again, and now my car very slowly takes off when I hit the gas pedal. I was told that I must leave the car one week to be diagnosed. Again, I asked what Im supposed to do about a vehicle replacement in the meantime, I was told they do not have any replacements right now. Its so unfortunate to know they sell you a car and then leave you hanging. I even purchased an extended warranty but everything is pointless with this company. Please help!!

  Business Response

  Date: 09/20/2023

  Hello *****, *************** to **** ******* complaint regarding her service visit for her vehicle. ******************* purchased this vehicle in 2022. 14k miles into her ownership, she brought her vehicle in for her EPC light/valve issue. At this time our customers experience was brief and extremely efficient. We did the best we could and brought her car back immediately and performed repairs with no cost as this was a new vehicle with warranty. Her most recent visit was this past week where we performed her 20k scheduled maintenance, there were no codes present or other issues to note. Please advise if you need anything else. Thank you!

• Initial Complaint

  Date:02/06/2023

  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.

  I took my 2019 vw in for multiple repairs. They regularly said they could not duplicate concern on warranty repairs. In June I paid for a repair that they did poorly. In November another dealership found a part to be put on backwards and last week I discovered another part was reassembled poorly with parts dangling and attachment clips left empty.

  Business Response

  Date: 02/06/2023

  Thank you for reaching out on your concerns.  The pictures provided are helpful but we need better context to determine what exactly went wrong.  Our fixed operations manager is reaching out to guest to schedule a time for them to come in and allow us to address the issues.  Thank you.

  Customer Answer

  Date: 02/17/2023

  Complaint: 19329651

  
  

  I am rejecting this response because: The Repair done in **** was done poorly. I brought car back and was told to adjust my settings. In October my windshield cracked and they were unable to replace due to errors on dashboard and alignment. These errors were due to bad repair in ****. In November Findlay North took car to another dealership to get a 2nd opinion. It was discovered a part was put on backwards in **** by Findlay north . This was repaired. A week after getting my car back from Findlay north I had to have car towed in. In January I took car to Findlay ********* because car was still driving poorly and stalling. I was told they could not duplicate concern. I then took my car to Midas for repair. At Midas they were unable to diagnosis my car as previous repairs were obviously done poorly and incomplete. I took car back to Findlay north where I was told a tool still connected to car was concern Midas brought up.  

  My issue is if car repairs were done properly in **** I would of been able to fix my windshield and would not of needed to bring car in for additional repairs. 

  Either Findlay or Findlay North left tool in car. No apologies.  Findlay North tried to blame others.  My windshield needs to be replaced. I was without my car and unable to live my life as I planned.  I had to cancel my trip to Arizona because of loaner at Thanksgiving and Christmas (loaner could not be driven out of state). 

  
  

  
  

  Sincerely,

  
  

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

  
  

  
  

  Business Response

  Date: 02/17/2023

  We are wanting to address the issues you have brought up but need the vehicle to do so.  It is unclear on how else we can fix the issues unless you bring the vehicle in as we are asking.  Our fixed operations manager has reached out with no response from you.  Please allow us to look a the car to find and fix any issues that you are having. Thank you.

  Customer Answer

  Date: 02/17/2023

  
  

  Complaint: 19329651

  
  

  
  

  
  

  I am rejecting this response because:

  
  

  
  

  
  

  I have brought in the car multiple times. No one at Findlay North follows up with me. 

  
  

  
  

  
  

  The part was put in backwards in June. What more do you need to know? Part backwards alignment was off, errors came up where windshield could not be replaced. I have had a broken windshield for months because of your error. Then when part was finally installed properly Findlay left a tool installed in car making me have to come in again.

   

  
  

  Sincerely,

  
  

  
  

  
  

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