ComplaintsforVolkswagen of West Islip

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 volkswagen tiguan in August of 2022. There was a $5,000 warranty included in the financing price. I paid the vehicle off in June of 2023. I sent the payoff letter to VW of West Islip to have the warranty cancelled and be refunded what was left over from it. I was told I would receive a refund in approximately 10 weeks. Oct 2023 came and no refund. I found out the warranty cancellation was never filed and that it would be rectified immediately. I still havent heard anything back. Its now march 2024 and no refund and no answers. I try to call them and can never get the person I need to speak too on the phone. *** sent emails and left messages and nothing. I was told Id be receiving money and now it seems like theyre avoiding me.

  Business response

  03/27/2024

  Good afternoon ******,

  We first want to apologize for any inconveniences the delay may have caused you. Our main priority here is customer satisfaction and we have failed you. After you have spoken with ****** we hope that the issue was resolved to your satisfaction. The refund you were owed is on its way to you. If you need anything else please do not hesitate to call.

   

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

  Customer Relations

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a 2021 VW atlas that I was sorry I ever bought had nothing but problems. Short story I lost over $4,000.00 on it when the dealer finally bought it back with the help of the BBB. I had also put in for a refund of my VW extended warranty. I was told it would take a little while but I will get the monies back and should be in full. Well almost 2 months later and after 8-9 phone calls and tons of different excuses from VW of west islip I am still waiting for my funds. It is now about 2 months later and I was promised it will be in the mail and I will get a tracking number emailed to me by this Friday . Just like all the different lies from someone in the office dropped the ball to a person has a similar name to you and got a refund at the same time to we sent a check but dont know where it went here I sit again endlessly frustrated with this company It appears the only way they actually care is when you file a claim with BBB. So here I am waiting to hear from them, asking me to remove this and then they will rectify the situation. Well tell you what. Send me back my full refund certified mail and when the check clears, I will happily remove this claim. And yes it is right here documented as to what I need and what I will do when my need is fulfilled.

  Business response

  03/11/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you've experienced with the refund process for your VW extended warranty. At Volkswagen of West Islip , we strive to provide our customers with high-quality service and support, and it is clear in this instance that we have fallen short of our standards and your expectations. We understand the importance of timely and effective communication, and it is regrettable that you've received conflicting information regarding the status of your refund. After reviewing your case, we acknowledge the delays and miscommunications that occurred and are taking immediate steps to ensure your refund is processed without further delay.

  To rectify this situation, we are:

  1. Issuing a refund of the warranty (see attachment for check receipt) 

  2.Providing you a *** tracking number- ******************

  We sincerely apologize for any stress or inconvenience this situation has caused you. Our aim is to resolve this matter to your complete satisfaction as swiftly as possible. Once you have received your refund and are satisfied with the outcome, we hope you will consider removing the claim filed with the BBB. However, our primary concern is to ensure you are fully reimbursed as promised.

  Thank you for your patience and understanding as we work to resolve this issue. We value your business and are committed to making things right.

  Sincerely,

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

  Customer Relations

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

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

   

  Customer response

  03/11/2024

  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:

  2 reasons, first is they stated However, our primary concern is to ensure you are fully reimbursed as promised.

  The amount of the check is not the $4,000.00 that I had paid and they even stated a full reimbursement. And secondly I updated my address two or three times and it appears that the partial reimbursement is going to an old address. Shall we try it again? Or just keep s******* it up again and again and again. Really!!!! Not that VW of ******* would care they have a Grade F from BBB. 

   

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

  Business response

  03/28/2024

  Good morning ******, 

  After speaking with the general manager and our office, a new check was sent out to the correct address with the full $4,000. Do not hesitate to reach out to us if you had any other concerns with the matter.

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

  Customer Relations

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

   

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 VW atlas on 09/02/2023 from VW of West Islip. Since purchasing the car it has had numerous unfixed issues. The first is that the brakes are extremely loud when in reverse. The vehicle has been back to the dealer for the same complaint 4 times. It is so loud that my neighbors have approached me and asked what is wrong with that car? They never heard such a horrible and loud noise on a daily basis. Every person that I have spoken to employed by the dealership stated that it is an issue with all Volkswagens. It is documented that VW will not warranty brakes for a noise issue. The second is that the vehicle has a pull to the right, the dealer did do an alignment and showed met a print out of the alignment where an area is not within specifications however that are is not adjustable. Upon the second return for the pull problem they did another alignment and they were able to get the area to go in to specifications. How can this happen if it is not adjustable? The car still has a pull to the right consistently. The third issue is that the car sways a lot and does not hold the road over bumps during turns. The dealer finally decided it was an issue and replaced the rear shocks. Unfortunately it still has the same repetitive issue. I did go back to the dealer to try to come to an agreement on purchasing the car back on 01/24/24 however the amount they offered would leave me with a minimum of $8,000.00 loss. This is not acceptable, I therefore am requesting that they accept the car back and give me a full refund including my cash down and the equity in my trade vehicle.

  Business response

  04/01/2024

  Good afternoon ***************,

  We have corrected the check and address for your reimbursement. I have spoken to the general manager who has informed me that we have met your requests in the manor. If there is anything else to be addressed please do not hesitate to contact  myself. Thank you

  -*****************************

  Customer Relations

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

  Customer response

  04/02/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Alfa ***** from them on October 18th, 2023. List of all issues & experiences with them:1. Lied about $2k "VIP program fee" being not charged if I purchase extended vehicle warranty. 2. Lied about warranty $00 DD where they don't even sell $00 DD warranty. 3. Lied about monthly bank approving me at certain Apr just so I can make the trip & come to them since I told him explicitly I won't buy the car if it is over certain number which was $310. But he knew if I got a ride from ** to *** he can convince me to buy the car & take it since I didn't have any ride back home (which is like 2hr). 4. Delivery man called day before delivery & lied about all 4 tires, *************** plugs was done. (Only tires were done nothing else). 5. The most important lie about all 4 brakes & rotors "will be replaced". Instead of telling they'll "Only check", they told me it'll be replaced but at delivery told me it was not needed. Brakes have been most no1 problem since test drive it doesn't brake properly. They keep telling me it does but it responds too late & is a very big safety issue. 6. I went back last week for them to do something about the brakes they just told me it brakes perfect. Which is a lie since, it shakes every time I brake. It makes noise every time I reverse & brake. It squeaks & pushes the vehicle abnormally when braking. So, they are not being ***operative to address this issue for me & wants to convince me it is somehow all alfa ***** like this. 7. During this last visit when i asked for my suspension to be checked, I was asked for $189 diagnostic fee for my every concern about shocks/noise but I am covered under their dealer warranty of 2mo/4k miles. & also 100k/60mo (extended). I just have nothing else to say. I would like Volkswagen of West Islip to either change my brakes or reimburse me to change my brakes, Since the brake system or brake itself, something is fine for sure 100%..

  Business response

  01/12/2024

  We are working with the customer to resolve their issue based on their requested resolutions. 

  Customer response

  01/12/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
   
  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lease a 2023 VW Taos on 4/22/23 with only 80 miles on it. As(10/25/23)has ***** miles on 10/25/235. I had a blow out on the highway (495 LIE)my tires on the rear passenger side. I called VW in west Islip where I lease the vehicle ,they gave me the number to call VW Roadside assistance. I called Roadside assistance and gave them my information. I told them to please tow the car to my home , VW Roadside assistance told me fine some one from a towing company is going to call you in 10 minutes. I told them ok I was going to leave the car and go home. I had to go to work. Once I got home it was 1/2 hour already so I decided to call again VW Roadside assistance. This time they tell me that , they dont towed to home only VW Dealership at no charge and if I wanted it towed home its a fee. I told them the gentleman that I spoke with the first time did not mention that she told me sorry that he misinformed you but we dont towed to home. I called VW in West Islip they tell me that the tire is not on the warranty. This car is not even a 7 months old,it doesnt even have more than **** miles on it and a tire blew already. I feel that they are liable because either the tire is defective or it was a refurbished tire. I dont know Im not a mechanic, but they did not want to replace it. I had to paid to *** my var to the home , now I have to buy tire out of pocket cause they stated is not on under warranty .when I leased this vehicle they told me , if I take the ****** miles instead of the ****** miles. They would warrantee the car and I wouldnt have to worry about anything for the next three years , so I took the ****** miles. Im assuming when a car is fully covered that also includes tires rims. They never stated that the tires and rims were not covered. Also, I never received my warranty in writing. I called vw and they gave me a 800 number to get a copy. I feel that they misled me and they did not explain themselves correctly.

  Business response

  11/02/2023

  To whom it may concern,

  Unfortunately from our end, there is very little we can do. The customer declined any for of tire and wheel protection and we are not privy to the conversations with VW road side assistance. 

  The tire that was on the vehicle came directly from the manufacture. 

  I'd strongly urge them to handle any issues they feel they had with VW road side assistance directly with them and/or VW. 

  I've attached a signed copy of our Final Acceptance and Declination of products form reflecting that they did in fact turn down any form of tire and wheel protection. 

  Please let me know if any other additional information is requested/required.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my truck at the end of July 29, 2023. I bought an extended warranty during the time of financing for $2000.00. When I purchased it, the Finance Manager, *****************************, did not tell me the warranty had a $500.00 deductible. I saw it on the warranty contract after leaving the dealership, reviewed my paperwork, and opted to cancel the warranty contract and look elsewhere for a warranty. I called the warranty company to cancel the warranty but was told I had to cancel through the dealership, and they would refund me the money for the warranty. I canceled it through the dealership on August 14, 2023, within the allotted time I had to cancel it. I have since refinanced my vehicle with my ************* Since then, getting a refund through the dealership has been a nightmare. While speaking to the General Manager, *********************, about the situation, he told me that I owed the dealership money because they didn't accurately estimate the registration, title work, and tags fee in financing my loan. I told them that was not my fault as the customer, and since they didn't estimate the correct amount included in my loan or didn't contact ******** to find out what the actual cost for the registration, title work, and plates was, As the customer, I should not have to ensure that cost, primarily since it was already financed in my loan. I have never had a dealership out of state (And I have dealt with a few) ask me for additional funds once the financing has been completed. I'm not paying for their mistakes. It is bad enough that I have been getting the run around about my warranty refund. Neither the Finance Manager ***************************** nor the General Manager ************************* is responding to any more of my calls or emails requesting updates on where we are in the refund process. I should receive my refund in full. None of the funds should be held hostage because they didn't estimate things correctly. I would never recommend anyone to this dealership.

  Business response

  11/16/2023

  To whom it may concern,

  Upon reviewing this with the customer we have agreed to refund the customer in full. 

  We apologize for the inconvenience this has caused them. 

  Customer response

  11/22/2023

  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 the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been overcharged on my new vehicle purchase from VW of West Islip car dealership. The Selling price of the car has been increased on the invoice. I have a signed retail certificate of sale receipt showing the car's selling price I agreed to. But the vehicle's selling price on the invoice has been changed and increased significantly.Also, the APR advertised for a 60 Month's financing by Volkswagen Credit nationwide is 4.5% on the vehicle I purchased. I am a tier 1, well-qualified customer and was still given a higher interest rate of 5.5% claiming that's the best rate being offered from VW credit.

  Business response

  11/29/2022

  Hello, we have requested a copy of the customers folder be bought to us from our offices and will provide a more detailed resolution / explanation of what took place after we review.   

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/13/2022 I purchased a ******** **** from this dealership! I traded in my old car which i still owed around $25002.13 i put down a $5000 deposit along with the trade in!! When it was time to sign the contract they boosted my owed amount to $29,299.78 so they could get more money from the new loan bank in turn marking my loan up! They took over 45 days to pay off the loan nearly affecting my credit! When they did finally pay they they only paid $24,465.96 leaving me with a $536.17 plus interest on a vehicle i no longer own that they saying i have to pay as well as $4,297.65 extra that i shouldnt have been charged!

  Business response

  11/25/2022

  One of our sales managers ******* spoke directly to ****************. We discovered an underpayment of ****** on his loan. We have since began the process of reimbursing the customer for that amount. 

  Customer response

  01/03/2023

  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:

   This business contacted me in November saying they would refund me but still didnt do so
  
  ***************************
  
  
  
  
   
  

  Business response

  01/14/2023

  Check was mailed out on 4th of Jan, cust should have since received it. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in March 2022. During the financing process i was advised of a program called uptempo which was referred to by *************************. During the process i was not advised that I would be paying any fees. I was promised that the loan bank would be the ones responsible for any fees since they are trusting UPTEMPO to receive payments from the loaner. After i was charged a surprising fee I immediately called volkswagen of west islip and they refused to assist me and advised ***** was not available to assist and they left him messages. I have not received a response on my issue from both volkswagen and KARAN and they have yet to provide me with any service on a refund that i was requesting for the fee that i was advised was suppose to be the banks responsibility.

  Business response

  08/22/2022

  I personally had not been made aware of this issue until Friday the 19th of August. I have since reached out to ***** who informed me that he has not been told of or aware the customer had been trying to reach him for such an extended period of time. He called the customer Saturday morning as he was off on the 19th leaving his cell phone number with the customer so he can get to the bottom of this issue. As of Monday the 22nd we have not heard back from the customer. She can work directly with ***** to rectify this issue at the number I emailed her this morning or the number he left on her voice mail Saturday. 

  Customer response

  08/27/2022

  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: 

  I have not received a phone call, voicemail, nor an email of a number to reach anyone! The receptionist at the west islip location advised she has left Karan numerous emails and messages for my concerns.  I also left a voicemail on ****** personal telephone number he provided during transaction. At this point i want the fee refunded to me. This is absurd and a waste of my time going back and forth. 

  
  

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

  Business response

  08/30/2022

  Please see attached for proof that we have reached back out several times. The customer is requesting action be taken via email alone something we can not do without confirming the validity of the situation. If we were to do this then there is nothing stopping someone from canceling someone else's warranty or moving something into their name. We are happy to assist the customer and have provided *****'s cell phone number to her now several times for her to reach back out to him. I know she was briefly able to speak with him the other day but there call had to be cut short for some reason or another, ***** attempted to follow back up but was unable to get ahold of her. I can not stress this enough, without the customer following these steps there is nothing that can be done on our end. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/18/22 I was told by **** in finance he got me approved by *********** for 16% I trust with 10k down or 19% with Santanderwith $8k down. So, I decided to do the 10k with 16% loan. However, **** put me on for the 19% loan with still 10k down and says that he has to sell me a $2400 warranty because the bank would not do the loan without it! Ok, so, I ask for the original loan we talked about and taking the warmly off because I didnt need it. He then states that loan is no longer available in (2days) and states they need $2400 to go with that loan! Its clear to me they needed to make $2400 somewhere no matter what. They lied had me put down more money and still gave a loan with a higher interest rate.They should be investigated. I want the lower rate loan without the all of a sudden $2400 to join with that loan option!Or, if I stay with the 19% loan shouldnt I get $2000 back since I only originally needed $8k with that loan??

  Business response

  04/21/2022

  After speaking with the customer we are refunding her ***** dollars and leaving the warranty in place as a curtesy. 

*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. ↩