ComplaintsforVolkswagen of Nanuet

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. 8/18/23 we traded in our fully loaded Atlas SEL R Line at VW of Nanuet (15k miles w/ 1 yr left on lease). We tested a Tiguan that had an automatic trunk feature. We then saw a ************* that is the subject of this matter (car sticker attached). Dealer confirmed that the car had an automatic trunk. 2. Based on this, we went ahead. While the paperwork was being prepared, we were led into a conference room and told Heres a video of the car that you are getting! We watched the video and there was clearly an automatic trunk shown as an included feature. 3. We signed the lease with hardly any explanation and were told it would be e-mailed to us. It wasn't. 4. 8/19, I discovered that the trunk was a manual--- not an automatic as represented. 5. 8/20, I contacted the sales rep ********* to remedy this and to ask for my lease and 2nd key set. No help. 6. 8/24, I went and spoke with **** (the *** and relayed all this. He said to wait 45 days and he would assist. He gave the lease papers. 7. 8/25 I opened a case with VW customer care. 8. 9/9 I called ****. He said he would call 9/12. He never did. 9. 9/13 I called again and was told to come in 9/15. Asked for options in advance. Never provided. 10. 9/15 met with **** only to be told there are no current options available. Also told him about 7.A of the lease (attached) - agreed value of car states $35k ($1k less than car sticker). Also total gross capitalized cost of $41K in lease? No explanations by ****. Told he would call 9/18. Nothing. 11. 9/19 - VW ************* (************ Region Case Manager, NER) called that there was nothing he could do to assist as VW is the manufacturer. He said it is a dealer issue and he closed the case. 12. I am now left to bear the loss of this dealer's lies and foot dragging, all to my detriment. VW doesn't care and neither does this dealer! We need this wrong to be corrected as soon as possible.

  Business response

  10/10/2023

  We have attempted to rectify the situation with all options at our and the clients disposal. She has been in and spoken with the highest members of our management team explaining all options. The vehicle she purchased was the one she decided on between two that evening. All features of both cars were discussed prior to purchase. 

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I disagree with the business answer and stand by the statements made in my complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [When I went in and talked to the ** I was told there were no current options available. Also told him about 7.A of the lease (attached) - agreed value of car states $35k ($1k less than car sticker). Also total gross capitalized cost of $41K in lease? No explanations by **. On 9/19 - VW ************* (************ Region Case Manager, NER) called that there was nothing he could do to assist as VW is the manufacturer. He said it is a dealer issue and he closed the case.  I am now left to bear the loss of this dealer's lies and foot dragging, all to my detriment. VW doesn't care and neither does this dealer! We need this wrong to be corrected as soon as possible. The only option I see here is to be taken out of the lease immediately.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  10/11/2023

  We offered to purchase back the car and help get the client into a car with the feature she wanted. Again, this was one of two vehicles the client was looking at and ended up purchasing this one. There seems to be one feature missing which is causing the issue. There was no ill intent or misleading on our behalf. Simply the client choosing between two cars 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2021 ** Tiguan from ** nanuet on 8/4 (delivery on 8/5) and it was a disaster of an experience aside from being scammed. We have tried contacting the business serval times and have had no resolve. ***************** (GM) and ****** are extremely rude and unprofessional - they walked up to husband and said everything was going well until you showed up no- it wasnt. We werent planning on buying a car for 700$ a month.. We were looking for a CPO ** and we were told they do not certify them there. We ended up with a used ** and we asked several times if it was a CPO to which they said no. We did not know the car only had one key until the sale was signed. When we got home we realized that they put the wrong car on the contract (different vin / we bought a Tiguan, they put a Toas). We called and they said it was fine, they will fix it. They sent us back a contract that was unsigned. As someone with common sense, we know a contract has to be signed. They moved my signature without my consent. Where else are they moving my signature? Very concerning. We had an issue with the ** and so we brought it in Apparently we bought a CPO ** (as proven by documents from an authorized ** dealer). We tried to resolve it with the dealership but everytime we call, they arent around. We need a resolution. This is unethical and also illegal. We now have a useless warranty and we are missing pieces for the car (second set of keys, trunk cover, etc). As a family that was a former dealer, this is upsetting and embarrassing. I need a new loan, I need my pieces to my car. This is the worst experience that I have ever had.

  Business response

  09/11/2023

  All issues have been resolved with the help of Sales and Finance Managers and the *** The contract was corrected from the initial car of interest to reflect the Tiguan that was purchased. We have cancelled the warranties as per the clients request and she will be reimbursed as such. The Second Key and Privacy Cover are in the client's possession as well. Our relationship has ended on a good note, as a client that came with some obstacles to getting into a vehicle we ended up getting the client into the vehicle that they wanted and has the coverages they need - The Volkswagen of Nanuet Team

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a series of heavy rains I heard a sloshing sounds when I noticed yesterday that my back mats were and still are completely soaked I tried calling last night but they were closed. Left a message with their service, I called service this morning tried to make appointment they dont babe one until next week Thursday. We are expecting rain the matter will continue to get worse . On top of that there will be charge I bought this car approximately a month ago. They had the car on the lot for awhile I find it hard to believe it did not rain . They made no mention of this issue.

  Business response

  05/16/2023

  We sincerely apologize for the sunroof drain issue and are happy to report that your vehicle was brought into our ****************** and our Service Team was able to diagnose and repair the issue at no cost to you. 
  We Thank You For Your Patronage, and Look Forward to Your Next Visit 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new vehicle from Vokswagen of Nanuet on 8/19 Since then my vehicle has been in service for multiple days due to damage sustained by the service technicians at the dealership. I have not even had this car for 30 days and it has sustained multiple instances of damage. The car has under **** miles on it and is in need of multiple parts being replaced. I called Volkswagen customer care to seek resolution and they explained that I would have to handle it with the dealership, and they offered no support other than filing a complaint.

  Customer response

  10/12/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Volkswagen of Nanuet regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

  Business response

  10/17/2022

  Hi *******,

  We sincerely appreciate your business and it is always a pleasure having you here. I am happy that we were able to get you the refund you requested as well as taking care of a months payment on your new car. As you know, all repairs have been made to your vehicle as well. We look forward to your next visit and once again thank you for your patronage. 

  Best Regards,

  **********************;
  Customer Relations Manager
  **********************
  
  Office: ************
  
  www.vwnanuet.com

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The statement that all repairs have been performed is not accurate, as my car is currently STILL IN SERVICE for the 18th day now. A payment was made on my car due to the unreasonable experience and amount of time I have spent trying to resolve these issues. My car was brand new and was damaged by VW of Nanuet Service Technicians in their service garage. Each time I have ****** it there to have the damages repaired, there have been additional damages such as paint missing, sloppy and incorrect installation of glass, and scratches on the vehicle. Overall, the value of the car has been decreased as a result. Making one payment on the car is far from sufficient in resolving this. You have ruined my car and have failed to repair it properly. it is criminal! 

   

  I have specifically requested a buyback of the vehicle through the dealership and through VW of ******* and have not been granted this request. I have not been contacted by ****** despite my multiple requests and efforts to contact him. The only resolution I can accept att this point is a buyback of the vehicle , as it is impossible for you to restore the car to the original state before the damages were incurred in your service garage. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  10/28/2022

  Hello *******,

   

  I do sincerely apologize for the experience you are having. I have once again spoken to my service manager and we are working together to remedy all your issues. At this point we have refunded you the money you requested as well as paid a monthly payment. We have sent the car to our body shop for the work that you wanted done, and we are in the process of getting you a new windshield free of charge at your behest. And we are happy to have a loaner car for you when your cars windshield is being replaced, as we have previously when your work was being done.

   

  We will continue to work for you until you are content in your new car.

   

  Best Regards

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ******* , I had bought a car from Volkswagen of Nanuet and upon 2 days of having the car came to find out car was previously heavily modified and I started to have acceleration problems and the car started stalling out on me on the road and one time in the highway with cars speeding up to 65 mph which isn't safe at all. I'm looking for a resolution and how me and this company can resolve this issue im paying car payments plus insurance on a vehicle that's in their possession at the moment and sitting in their lot not being repaired.

  Business response

  10/17/2022

  Hello ******,

  Thank you so much for being a valued client of ours and for your understanding throughout the process of getting you from your original car into another car. We do our absolute best to ensure our pre owned inventory is in excellent condition. Your safety is paramount to us. I am very happy to have turned this experience around for you and that you are in a great car you love.

  Best Regards,

  **********************;
  Customer Relations ******************************************************************************************************************************************************************************************************************** **************************************************************** *****
  
  ****************

• Initial Complaint

  06/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a vehicle on Sunday and were promised to get all paperwork via email by the time we get home from the dealership (we live 1.5 hours away). We got home - nothing. Monday was off, we spent pretty much most of our Tuesday trying to reach ***** the finance manager who promised to send paperwork on Sunday, with no response or call back. I've called customer service and left messages to speak with the floor manager, whose name I was told was ****** also with no callback. Finally, 5 minutes prior to closing the dealership I was connected to someone who promised to have everything emailed last night. Of course I still don't have anything. We emailed again this morning copying GM also with no reply. We bought the car, extended warranty, and tire protection and I have nothing but a finance agreement to this day. They did not even provide us with a temporary registration copy, so if I get pulled over I have nothing to show except what's on the window (which is not enough). I have no sales contract, I have no receipt for purchase of warranty, I have no contract for the extended warranty and nothing for the tire protection. And worst of all - they are avoiding us. Very very dissatisfied with the service. Seems like my next stop is BBB and DFS because no one cares to even return a phone call, and I need the documents for the vehicle I purchased.

  Business response

  10/17/2022

  Hello ***** ******,

  Let me start by expressing how sincerely we appreciate your business. I do apologize about not ensuring that we got you on the phone to make sure all your needs were met. That is not the experience we want for any of our valued clients. If there is anything we can do for you in the future, we would be more than happy to earn your business again.

  Best Regards,

  **********************;
  Customer Relations *********************************************************************************************************************************************************************************************************************************************** **************************************************************** *****
  
  
  ****************
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I personally purchased a used vehicle (2014 ****** ******************* *********** on 1/27/22 (Deal #******). The invoice (#******) is addressed to me personally (Customer # ******* I paid using cash *****, Cashiers check (******) & my personal credit card (********) to pay for the vehicle.I asked the dealership to Title the under a company name & Register the vehicle as a Commercial vehicle.I supplied the dealership with all of the paperwork and information needed to obtain me the Title & commercial registration that I asked for.They were not sure of the cost to obtain a commercial Registration in ********** so they took $890 from me with the understanding that they would refund me any excess $ I paid them after they completed the task.Several weeks later, I received the ************************ Title was correct.However, the Registration and Plates were for a personal vehicle, NOT commercial as per my instructions.After contacting them to fix their mistake, they said "let me speak with my manager".Two more weeks went by with no word back from VW of Nanuet.I subsequently went and correctly registered the vehicle.I then contacted VW of Nanuet and asked them for a refund of my $890 (they took from me less) the cost of the Title ($74 which they correctly did) less about $15 for taxes (that they were short when they correctly Titled the vehicle) less a reasonable amount for the service of getting me theTitle.They offered me $405.15 So in essence they charged me $484.85 for a Title. And a useless incorrect vehicle Registration that I had to go and redo myself.I originally asked VW of Nanuet for a refund of $650. They refused I asked them to send me a final invoice itemizing the costs. They have so far refused & ignored all of my requests.I received their check $405.15 and cashed it. They did not send and I did notsign a waiver stating that the refund was sufficient.I'm now asking for an additional refund of at least $250.

  Business response

  04/21/2022

  I am reaching out to let you know that I have personally been in contact with **************** and that we will be refunding all monies received for our DMV services rendered.

  
  Specifically, the $250 that **************** has requested.

  
  Please do reach out to me with any further issues.

  
  
  Best Regards,

  
  

  *********************** 

  Customer Relations Manager

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

*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. ↩