ComplaintsforFindlay North Volkswagen

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,

  
  

  
  

  
  

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

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a loyal customer with Findlay North Volkswagen since 2019. On January 24th 2022 I brought my car in for an intermittent no start issue that I've been having since September 2021. On January 25th I was told by service advisor Cris F***** that it was caused by faulty engine control module part J271 power supply and that it would take 2 days for part to be shipped. The next day On January 26th I was told the car is fixed and ready for pickup even though the part was supposed to take 2 days. I picked up the car February 1st and exactly a week later February 8th the car doesn't start again and the problem is still there. I contact Cris and receive no apology or concern for my problem. I escalate the problem to service manager Russell G****** and still do not receive an apology and he gave us the impression that he thought we were making up the car problem. My car stayed with Findlay Volkswagen for 2 weeks from February 8th to February 21st and during that time I received no communication and I had to call up everyday. I was told that the car is working perfectly and they are not able to duplicate the issue or fault codes therefore there is nothing wrong. However when it is in my possession within a week the issue presents itself. My car is still not fixed and I gave the company an opportunity to make it right. I have spent thousands of dollars with the establishment and this experience has left me feeing exceptionally unappreciated and dissatisfied as a consumer, due to the lack of customer service, professionalism and follow through on service promises.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/25) */ We have reached out to the guest since this claim was made with BBB of S Nevada. She stated the vehicle is not experiencing the issue any longer and has been working as it should. We did apologize for the lack of communication and will work on this to get better but are not offering any adjustments at this time. But did advise for her to let us know should the issue arise again. We will gladly re-evaluate again at that time, as we were unable to duplicate the issue on her recent trip. Thank you for bringing this to our attention! Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's not that the car is working fine, I haven't driven it out of fear of being stranded again with my 70 year old mom. I have still wasted time and money with no resolution. I have requested a partial reimbursement and have been denied. I paid initially to have this issue fixed and that was not done and it is not fair that I paid for something that did not address the reason I brought my car in, in the first place. Had the repairs fixed the problem I wouldn't be complaining since it didn't I would like a partial reimbursement.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a 2022 VW Taos on 8/20/21 with 8 miles on the vehicle. On 9/9/2021 the vehicle became inoperable and I notified the dealership. They told me to call Roadside Assistance to have the vehicle towed to their service department. The vehicle was towed from my residence to Findlay North Volkswagen on 9/9/2021. I reached out to the individual who sold us the vehicle and requested a replacement while my vehicle was being repaired. He informed me that he was discussing with management and that he would let me know if they could assist. I heard nothing back from him or a Manager in regards to a replacement vehicle. I called multiple times on separate occasions only to have the option to leave a voicemail. I was notified yesterday, 9/27/21 that the part needed to repair the vehicle is on back order, 18 days after it was initially brought into their dealership. This is by far the worst customer service I have ever experienced and regret leasing from this company.

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/09/29) */ First off, we would like to apologize and we are using this as a training opportunity with your salesperson. You should have had better communication and that was absolutely on us for not doing better. As for your vehicle, we are happy that your part came in and you have your vehicle back now. It is always tough with a first year new vehicle for parts, but even more so during the pandemic shortages. We do strive for perfection and the majority of our customers love us... but clearly we did not meet that goal in your case and we hope that we can earn your trust back moving forward. Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that you are casually apologizing instead of trying to rectify this situation indicates how important customer service is to your dealership. Your salesperson was not the issue! He notified management immediately after speaking to me. The only reason I was contacted by the service manager a week into the repair was because I complained to corporate. There should never be blame cast upon specific individuals in these instances. Do better! Maybe MOST of your customers are satisfied with you because their standards are considerably lower than mine. All I received in that reply was excuses and blame. I understand there is a vehicle shortage due to the pandemic, and that the vehicle is new and parts may be on back order. This was not about the hurdles in place keeping you from making your customer feel like their satisfaction is your number one priority. Finding a replacement vehicle for a customer who just leased a vehicle from you 2 weeks prior seems pretty reasonable. It is highly coincidental that I notified corporate on day 19 of you having my vehicle expressing my anger and threatening to complain to the BBB and that same day my vehicle was repaired. Maybe that is how your dealership operates, by only doing what is necessary if it benefits your reputation. The fact that I had to Uber my children home from their after school activities because we only have one vehicle took me to my breaking point. No one contacted me asking what my situation was after the vehicle was towed to your service department. After seeing this response to my complaint, I understand why your customer service is so poor. I do not want the opportunity to earn back your trust. I want you to buy this vehicle back to eliminate the possibility of this situation occurring in the future. There is no mending this relationship! Business Response /* (4000, 9, 2021/10/01) */ We appreciate your candid and honest remarks about your experience with us. We mistakenly believed you getting your vehicle back was the resolution you were looking for but now understand differently. We will be reaching out to you offline to share the buyback process through VW.

*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. ↩