ComplaintsforVolkswagen of Streetsboro

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold me a vehicle when they didn't have the title or other documents. I only just received my plates, registration and memorandum title 8/15 after purchasing my vehicle on 6/5. I had to call, email and text dozens and dozens of times for any sort of response regarding my expiring, then expired temp tag as no one from any department would respond or give me any answers. I didn't understand why the simple part if receiving my memorandum title was such a problem until I was finally told the reason for the delay- that the dealership did not obtain the proper paperwork from the previous owner. The dealership had to find, reach out to and wait for the previous owner to sign the paperwork to release the vehicle title. I don't understand how they could've sold a vehicle when they never had the title to begin with. What if they refused? I just paid tens of thousands of dollars for a car and if they refused to sign for whatever reason, where would that leave me? How is that legal? Then, I couldn't drive my car for 3+ days because my temp tag expired even though I notified them of this 2 weeks, then one week before expiration to get ahead of it. It took my tag being expired over 3 days for me to receive a new temp tag.

  Business response

  08/28/2024

  Hello, 
  
  Volkswagen Of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this matter. Sometimes when a customer trades a vehicle in, we, the dealership, have to acquire that title first before we transfer to the new owner. This process is not always smooth, and we appreciate the customer’s patience as we’ve worked diligently to resolve.
  *** **************, titles manager, personally emailed and called the customer when the license plate and registration was mailed to the mailing address the customer provided. Please see the attached e-mail thread.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  
  Best Regards,
  
  Volkswagen Of Streetsboro 
  
  Customer Service Department

  Customer response

  08/28/2024

   I am rejecting this response because:
  
  The response they provided does not reference the entire issue I stated. My main statement of issue was from lack of response the entire 2+ months from when I purchased the vehicle to when I received the title and plates. Their response only highlights when I finally received a call indicating my plates and memo title were sent to me by the dealership. That does not absolve the 2+ months of their team ignoring my emails and calls, only responding after repeated inquiries on my behalf and asking for management. That response does not offer any realization to their failure to communicate as they promised to their customer. I do not accept their response per the above. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2023 Toyota GR Supra out of state in Ohio on April 1, 2024. Vehicle delivered to IL on April 11th. The temporary license plates were valid until May 23, 2024. I have been asking for over 2 weeks for an extension of my license tags. No response form the dealership. ****** *****, the salesperson, asked ***** *****, to assist with this, but no response or reply from anyone over there. Is it really that difficult to extend the license tags? Then, I was told that the plates could not be extended because the vehicle title was already sent out by *****. Then she changed her mind & said that if I'm willing to pay for them, they can be extended. What??? Is this the way to do business? I have been overall dissatisfied with my purchase from VW of Streetsboro. Never again will I purchase out of state. I also only received 1 key fob for my vehicle. I thought that for a 62K vehicle, you would surely get 2 key fobs. Highly disappointed. I never asked because I thought, for sure, that I would get 2 key fobs. Now, I'm driving around with expired temporary license plates & if I get stopped and fined, I will press charges against VW of Streetsboro. They aren't helpful & there is nothing that I can do about that.

  Business response

  06/06/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience the customer has experienced. Our records indicate we sent the title via USPS on 4/18/2024 and shows as being delivered on 4/23/2024. Please see delivery confirmation attached. As a gesture of good will, we have also requested another temporary tag be issued and our titles dept. will send to the customer via email.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used car on February 5, 2024 from Volkswagen if Streetsboro, it was a 2023 Volkswagen Tiguan. I didn’t notice at first but about 3 days later I saw the car had 3 different brands of tires on it, all of which seemed to be in different stages of wear. I was planning a road trip to Indiana so I wanted to have new tires installed and an alignment done. The tires were installed on March 3, 2024 but the alignment could not be completed due to problem with the rear passenger wheel. I took the car into a different Volkswagen dealership and they determined the problem to be a bent knuckle on the rear passenger wheel due to an impact with either a curb or a pothole. The representative from the dealer also stated that it stated on a car fax report that the car at one time had a single wheel replaced. The dealership where I bought the car did show me a basic car fax report that showed it had no reported accidents or open recalls but that was all. This dealership also has a scanner that all cars go through when entering service that scans the alignment so I questioned my Saleswoman about that because when the car was traded in it should have shown up having this issue but it was never communicated to me. The car is still under a factory warranty but was sold as is with no Dealer warranty and this particular problem is not covered under a factory warranty. I did not purchase a dealer warranty but I do however feel that they should not have sold a car that couldn’t be aligned completely or communicated the existing issue. My trade in was driven through this scanner and valued for any little thing they saw so I find it hard to believe a car they took in on trade was not thoroughly gone over before it was sold to me.

  Business response

  05/14/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused by the delay. As a gesture of goodwill, we would like to offer a free wheel alignment and split the cost of tire replacement with you. Please contact our service department to schedule your wheel alignment.
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  05/26/2024

  I do apologize but I do not feel comfortable with paying any part of this repair. I was told by a separate Volkswagen dealership that the CarFax report showed a single wheel being replaced on the car I purchased, I can not confirm that because I never physically saw the entire report. The dealer ( Volkswagen of Streetsboro ) website states that there is a FREE CarFax report provided with each used car purchase and the only info I was showed about the car was that there was no accidents reported. Personally I feel they purposely withheld that part of the report if in fact it was on the report. The tone of the Salesperson I dealt with was in no way helpful in any way and the Manager was very rude during the entire process. I've been dealing with some personal matters so I didn't get this email until today. If I can no longer pursue it then so be it, things just came up. 

  Business response

  06/06/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  As previously stated in our prior response, we apologize for the inconvenience caused by the delay. As a gesture of goodwill, we offered a free wheel alignment and agreed to split the cost of tire replacement with the customer. We have taken the necessary steps to resolve this matter. However, the customer is unwilling, and we respectfully request that this matter be closed.
  

  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  06/13/2024

  Good morning!  There was a response from the business sent on 06/07/24 and it states I have 7 days to review and respond and today being the 6th day. I do not feel I should have to pay any of this repair but 50% is better than 0% so I would bw willing to accept this and settle this matter. As much as they picked apart my trade in to try and value it as low as they could I just find it hard to believe they wouldn't have paid as close of attention on the used car I purchased.

  Respectfully,

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership has been unresponsive. I bought an ID 4 (new) in January 2023. We were told at the time of the sale that the vehicle would be eligible for the tax rebates for e-vehicles. We submitted our taxes through our tax professional and didn't get the rebate. We didn't use the rebate as a down payment, and we make less than the income cap. Part of the reason we bought the car was because of the rebate. I have tried to reach the dealership numerous times and get no response. I talked to corporate, but the dealership is the group that should have filed the paperwork with the government regarding the sale.

  Business response

  05/13/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau’s communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We are currently researching the customer’s complaint and are working diligently towards a resolution; we require additional time to conduct a thorough investigation in order to provide a comprehensive response that meets both our commitment to customer satisfaction and the high standards set by the Better Business Bureau. We believe that by requesting this extension, we can provide a more detailed and well-considered response that will address all aspects of the complaint comprehensively. Therefore, we kindly request that you grant us an extension of seven additional business days, allowing us until 5/20/2024 to submit our response to the customer's complaint.
  
  Thank you for your attention to this matter, and we look forward to working collaboratively with the Better Business Bureau to address and resolve this complaint effectively.

  Business response

  05/17/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We sincerely apologize for the inconvenience. We are currently in contact with representatives from Volkswagen corporate office to resolve the issue regarding taxes. Again, we sincerely apologize for the inconvenience and appreciate your patience as we work to resolve this issue.
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called the business today to get the status on my refund and the business has not filed a refund or had tried to contact me about my refund. When I called customer service, the lady helping had no record of my refund. When I went to pick up the car last Saturday, my salesperson refused to give me a pending receipt or prove that she was going to file for a refund. The integrity of the vehicle was horrible and she lied about it so I would like my refund as soon as possible.

  Business response

  05/03/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the inconvenience. The refund process started on 5/1/2024 and payment will be returned this month.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, we bought a brand new VW Tiguan from *********** VW in June 2022. Within weeks we brought the car in due to ticking noises and oil loss several times. We were told there were no issues and sent on our way each time. In November 2023, a crack developed on the inside of the windshield but they told us it was not covered under warranty. We got VW Customer Care involved and VW eventually agreed to fix the windshield under the warranty. Ironically, right before we brought the car in for the windshield, all of the oil depleted from the engine. We brought them the car on 01/08/24. While they were reportedly fixing the windshield they said they determined our car would need a new part. They have had our car since and they report their is no ETA for part arrival. At this point we have been without our vehicle for 77 days. We are paying monthly car and insurance payments but do not have the vehicle. We are told there is no known time for repair. We have been attempting to gain assistance or insight or compensation without success. We have also been told that NOW we are out of the warranty coverage even though we brought the car in several times prior to its expiration. We are hoping third party involvement will assure the company is doing what they should be doing and to make us whole again. I appreciate any help or advice you can offer myself and our family. Thanks you, ********* *******

  Business response

  03/26/2024

  Hello,
  
  Volkswagen of *********** appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We deeply regret the inconvenience caused by the delay in repairing your vehicle. At the time, we did not have an estimate of when the part would be available and we apologize for not informing you about it. As of March 26, 2024, we have received an estimated arrival date for the part, which is April 5, 2024. Once the part is received, we will complete the necessary repairs and vehicle inspection to ensure everything is working properly and all your concerns are addressed.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  Volkswagen of ***********
  Customer Service Department

  Customer response

  04/16/2024

  Good morning, I was hoping to request additional assistance on my filing  ID # ********- Volkswagen of Streetsboro. 
  
  
  The company informed the BBB through my complaint a new ETA for the part we have been waiting for. We have been waiting three months and they reported a new ETA was 04/05/24. I finally got someone on the phone over there and now they said they never reported an ETA of 04/05/24. They are now reporting a new ETA of 05/05/24. Unfortunately due to the ongoing issues of misinformation with the company I do not believe they are being honest and forthcoming. 
  Is there any other assistance the BBB can offer me? I am uncomfortable with this company and their trustworthiness in the vehicle I drive my family in. I worry they are not being honest with the reason they are withholding our car. Any assistance would be greatly appreciated. 
  
  
  Thank you for your time,
  ********* *******
  ************

  Business response

  04/23/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused. Please note that the estimated arrival of the parts for your car was originally scheduled for 4/5/2024. However, due to Volkswagen's internal parts production and waitlist, the delivery has been delayed to 5/5/2024.
  
  We assure you that we are not intentionally causing any delays and will notify you as soon as we are able to perform the necessary service repairs. Unfortunately, there is a national parts shortage across the board and we understand the customer’s frustration regarding this issue. We would like to repair every vehicle as quickly as possible, but our dealership can only control so much when waiting on back-ordered part availability.  
  
  If you are still not satisfied, you can contact VW Care at *************** or transfer your vehicle to another dealership that you are more comfortable with.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  04/24/2024

   I am rejecting this response because:

  Hello, I value this interaction with the BBB greatly as this appears to the be source of our current communication with the dealership.
  As valued customers we are struggling to obtain updated and correct information with this dealership. After months of “no ETA” we finally got an update when utilizing the BBB. We received a written notification of an updated arrival of 04/05/24. Once 04/05/24 arrived, I waited over a week for an update from the dealership about the service being completed. Once a week went by with no updates, I attempted to call the dealership. After several attempts I was informed the part was not in and “they do not know who told us that date”. They then gave us the new update of 05/05/24. This is our 4th or 5th update that was incorrect so you can imagine my frustration and skepticism when I was informed, I was again incorrectly updated. This caused me to get the BBB involved again.
  Please be aware I have contacted VW Care on several occasions but was informed they cannot assist with this issue and the dealership is our only source of updates.
  I understand that my frustration may seem meaningless to some, but my true frustration comes from the lack of respect and communication. Please know I am merely advocating for myself and my family in a system where we feel undervalued and are being treated as an annoyance while not having our family vehicle for almost FOUR MONTHS.
  
  Moving forward, we would like to request a commitment that we can be updated in the future by the dealership directly. Can we be notified when the part comes in? Can we be notified if it is delayed again? And once the part arrives, how long should we expect the repair to take? I truly value clear, honest, and ongoing communication in any form from the dealership and would greatly appreciate direct updates when they occur. If the dealership does not wish to contact us via phone, an email or text would suffice.
  Thank you for taking the time to assist in this ongoing issue,
  ********* ******* 
  
  

  
  

  Business response

  05/03/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and consideration as we work to resolve this matter. Due to parts shortages, the vehicle repair has taken longer than anticipated, and we sincerely apologize for it. Our service advisor has since been in contact with the customer to provide the status of their vehicle and further explain the shortage issue.

  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  05/06/2024

   I am rejecting this response because:
  
  The service department called to update us and provided another delayed ETA. We are pursing the buy back option due to this ongoing issue. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May Concern, I am compelled to file this complaint against Volkswagen of Streetsboro due to significant misrepresentations at the point of sale and concerning issues with an extended warranty for my 2019 Volkswagen Golf R purchased on January 19, 2023. Vehicle Condition Misrepresentation Despite the long 4-hour journey made based on their assurance and upon purchasing the vehicle, assured by the staff that it was in "mint condition," I discovered a damaged driver's side air vent only after driving 100 miles home. In calling the sales rep on my return drive, I was told that the general manager, *****, through sales representative ******** *****, refused any form of rectification. This not only resulted in a breach of trust but also additional expenses on my part to resolve the issue independently. Extended Warranty Miscommunication The Platinum extended warranty, sold to me for $2,270 by Finance Manager ********* *******, with the understanding it provided an additional 48 months/85,000 miles coverage, was later contested by the dealership as efforts to utilize this warranty revealed it was not recognized in the VW system. This led to a perplexing situation where I was shown a dubious document suggesting a coverage period redundant to the manufacturer's warranty (6 months left at time of purchase), rather than an extended warranty, which I clearly thought I had purchased. This document, an image in a PDF rather than the original, alongside learning of the subsequent dismissal of finance manager Ms. ******* a few weeks after my purchase, raises serious ethical questions and concerns. Resolution Sought: 1. Preferably, honor the originally understood terms of the 4 years/85,000 miles extended warranty. 2. Alternatively, issue a full refund of the $2,270 warranty cost due to the misrepresented terms. Given the gravity of this situation and the time already elapsed, I urge Volkswagen of Streetsboro to address this matter expediently and justly.

  Business response

  02/19/2024

  Hello,

  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and patience as we work to resolve this matter. Based on the information provided by the customer, it appears that there is a concern with the vehicle warranty and coverage provided. If the customer is willing to provide further clarification and supporting documentation, we will be happy to investigate and try to resolve any discrepancies related to the vehicle service contract.
  
  The customer may contact our legal department by emailing the documents to ********************************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  02/21/2024

   I am rejecting this response because:
  
  Thank you for your prompt response to my complaint filed through the Better Business Bureau regarding the misrepresentation of vehicle condition and the extended warranty issues with my 2019 Volkswagen Golf R. I am encouraged by Volkswagen of Streetsboro’s commitment to exemplary customer service and appreciate the opportunity to resolve this matter. 

  I'm seeking clarification on the additional information you require from me, considering all relevant sales documents were digitally signed and should be within your records, specifically those processed on Ms. *******'s iPad. Additionally, the document in question, which I received from your service department, has already been submitted with this case. I've outlined the key individuals involved, their respective roles at the time, and clearly stated the resolution I am seeking. Could you specify what further details are needed for you to proceed?

  Additionally, I've included a screenshot and link* to the ****** Review I submitted, following the advice to contact customer service at the number provided. Despite leaving a message, I've received no response. It seems every attempt at resolution results in further deflection, including this latest request for information already possessed by Volkswagen of Streetsboro. This experience leaves me questioning the genuineness of the dealership's professed commitment to "exemplary support."

  * ***************************

  Business response

  02/29/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate the time and attention you have given to this matter. We have reached out to the customer and reached a mutually agreeable resolution. We are preparing the paperwork and committed to reaching a resolution that satisfies all parties involved.
  
  Should the customer have any additional questions or concerns, please contact our legal department at *******************************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have communicated directly with VW Streetsboro legal team and have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in resolving this matter.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY 2022 VW TAOS IS A ******, EVERY MORNING THE COMPUTER SYSTEM HAS TO BE RESET. I WORK ABOUT 25 TO 35 MILES FROM MY JOB BY THE **** I GET TO WORK IT MAY COME UP, UN LESS I WANT TO START MY VEHICLE FROM 6AM FOR ME TO LEAVE HOME AT 7:30 NOW I HAVE WARNING LIGHT GOING ON AND OFF, START STOP BUTTON WILL NOT TOUCH ERROR COME US AND THE WINTER IS THE ***** THIS IS MY SECOND COMPLANT MY NEXT ACTION IS AN ATTORNEY!!

  Business response

  02/07/2024

  Hello,
  
  Volkswagen of Streetsboro customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused. As per our records, we have not seen this vehicle in our service department since December 22nd, 2022, when it was brought in for regular maintenance. We have not been contacted regarding the issues the customer has addressed in the complaint. To resolve this issue, we would like to schedule a service appointment with the customer to diagnose the problem and come up with a fair solution for any necessary repair work.
  
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  **************** Department

  Customer response

  02/09/2024

   I am rejecting this response because: My problem is not with the business I broth my vehicle from it's with Volkswagen, the computer system on my vehicle is bad and I have to reset it every day. The start stop feature short out and the error light come on, am having electrical problem, and on any given day something new pop up. I haven taken my vehicle to other VW dealers and they say nothing wrong. But Volkswagen knows on there 2022 vehicle there problems, engines stall out for no reason, and when I take it to Volkswagen am told nothing wrong. Now I see there a recall for the same thing I've been saying for over a year and half. I would like to get rid of this car and go back to **** but I want my money back!
  
  
  

  Business response

  02/23/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the inconvenience that this experience has caused. We would like to assist the customer with their vehicle concerns. Unfortunately, our service manager has been unable to make contact with them. We will continue to make efforts to reach out to the customer and discuss the service options available.
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  **************** Department

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dealership had horrible communication with me throughout the process of purchasing my new vehicle. Never was in contact with the Finance team to provide me with details of next steps. Always needed to have been contacting them or trying to find out on my own terms what was needed, how to do process, or how to exchange vehicles. Dealership took my exchange vehicle, received title, but never paid off debt on vehicle and almost went to my credit on the last day to payoff vehicle. My problem is that the payoff amount by the dealership was lower that what it was quoted to me and the difference was credit to my loan. There's no one at dealership that can help with problem as I always was transferred in circles and service reps hung up my call. The problem is that I'm owed $767 from difference of payoff amount and $140 of late fees because dealership took two months to process deal. The salesperson, Ronnie, has been helpful in this whole mess and has provided me with some communication. However, las promise was to contact me and follow up with refund and haven't heard from him in a month after trying to contact him.

  Business response

  12/22/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience and frustrations in the process. At this time, our accounting records do not indicate any late payments or additional fees that were charged in this transaction. We are willing to review any documentation the customer can submit to verify the late payment or additional charges.
  
  Should the customer have any additional questions or concerns, please contact our Deputy General Counsel at ******************************** who can assist in the matter further.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  12/23/2023

   I am rejecting this response because:
  Please take ownership of problem and don’t keep send me around in circles. Please review contract of purchase. Quoted payoff to Audi amount on contract is $32,254. Actual payoff to Audi $31,487. Total of $767 added to my loan and not as a credit to me. Additional fees incurred for not paying Audi balance two time with a total of $140. Please review contract and contact Audi to figure out the total fees paid and the actual payoff balance. You’re responsible to make sure everything is paid back to customer. I have already done most of the work to get my vehicle. Please take responsibility of your own business
  
  

  Business response

  01/05/2024

  [1:56 PM] ******* *****
  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We have reached an amicable resolution and have issued a  check to the customer. Our records show payment was received today on 1/5/2024 via UPS tracking #******************. We sincerely apologize for the inconvenience and appreciate your patience in this matter.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer response

  01/08/2024

  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.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two days ago (11/04/2023) I went to Volkswagen of Streetsboro to purchase a vehicle. The car was listed at just under $13,000 before the trade in, after it was just under $12,000. Taxes, fees and registration totaled $988, but somehow the total was above $15,000. I asked ****** (the sales associate) why they price went up so high because my preapproval includes the total with taxes fees, etc., and the dealer fee for paperwork is $299... So, I need to understand how the price hiked up so much. I asked her and she said she would ask her manager which made no sense if she was looking at the breakdown. She then brought out a breakdown that explained the price increased to $15,000, they added gap insurance and an extended warranty($2500), neither of which were offered or discussed. I asked why that is included in the price breakdown, she said that "the bank offers it to us, to offer to client's", I very clearly stated I don't want either of those they need to be removed and it’s not "offering" if you just include it in the pricing without the client being aware until after asking. She said "ok". Yesterday evening I looked over the loan documents and they only removed GAP Insurance and they reduced my trade in offer from $1,5000 to $1,100. I was very clear about not including a warranty, not to mention the sales associate confirmed I was very clear that I didn't want the warranty either. There was very clear misrepresentation. They need to make this right and cancel that $2,500 warranty I clearly expressed I didn't want!

  Business response

  11/17/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau’s communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  At this time, we are refunding the warranty to the lienholder. We apologize for any inconvenience this may have caused.
  
  We believe all customer issues have been resolved. Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

*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. ↩