Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my car on 12/31/25. I physically handed my DEQ test to ****** in Sales on 1/4/25. Since then, I have not received my updated registration or license plates. I was told that this process could take up to 8 weeks but we have surpassed that timeframe. Calling into the dealership is met with promises that "I should receive everything soon" but nothing happens.

  

  Business Response

  Date: 03/19/2025

  BBB Northwest 
  **********************************;
  *****, ID ***** 
  
  RE: ******* Ramey 
  03/17/2025 
  Complaint ID: ******** 
  
  To Whom It May Concern, 

  We are writing in response to the complaint filed by ******* ***** against Dick Hannah VW of Portland on 03/17/2025. We take customer feedback seriously and appreciate the opportunity to address any concerns raised by consumers. 

  Upon receipt of the complaint, we immediately initiated an internal investigation to better understand the issue at hand. After thorough review, we acknowledge the concerns raised by the consumer and deeply regret any inconvenience experienced as a result. 

  We have taken the following steps to address the complaint: 

  We have verified that the registration was filed, and the plates were issued in a timely manner according to our process and policy. However, we failed to get the correct address on all the paperwork (missing apt number). Since the full address was not provided or verified, the registration and plates were returned to the *** due to insufficient address.  

  Our office has reached out to the ***, and we will be processing a rushed reissue of plates and will pick them up at the *** headquarters in person.

  Once we have the plates here at the store, we will contact Ms. ***** and either deliver them in person or hold them for immediate pick-up. We plan to have the plates on Thursday the 20th and have informed Ms. ***** of this.  

  We are committed to upholding the highest of standards of customer service and satisfaction at ********************** and appreciate the opportunity to resolve matters in a timely and appropriate manner. 

  Please contact us if you need more information or clarification about this matter. We are available to address any additional concerns you may have. 

  Sincerely, 

  ***** Montgomery 
  General Manager 
  Dick Hannah VW of Portland 
  ************************************************************************ 

  
  

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe that we were charged for labor that did not happen. The car was only in the shop for a business day. $2428 for labor seems extreme and I imagine if D*** Hannah's camera footage was checked, the hours were not put in. This would mean that a tech would make more than 100 an hour with this many hours, which I doubt is what they pay and needs to be looked into. The hours do not add up. This was also a simple job of mostly replacing gaskets and draining fluid. I have talked to other mechanics in the area and was told that this bill is inflated. I am also wondering how 22 screws can cost $75. The total fix to what was done with this car is more than half the value of the vehicle. There were no options or asking for parts that could have been cheaper and the cost of parts do not add up to research I have done. This seems like a scam job.

  

  Business Response

  Date: 05/24/2024

  BBB 
  PO Box 191279 
  *****, ID ***** 
  
  Re: **********************;
  Reference ID: ******** 
  
  To Whom It May ***************** appreciate the opportunity to address the concerns raised by ********************* regarding his concerns for ********************* experience at Dick Hannah VW of Portland on 5/17/2024. At D*** Hannah, we value customer feedback and take it seriously in our ongoing efforts to provide exceptional service. 

  Upon receiving **************** complaint, we promptly launched an internal investigation to thoroughly understand the situation. After careful examination of the camera footage and repair records, it was determined that **************** 2012 VW Tiguan, (VIN WVGA7AX4CW570431), was brought to our dealership on 5/14/2024 at 1:00 pm. Our advisor, ********************, assisted *******************, accompanied by her dog, in checking-in the vehicle. The repair order was generated for the customer's concern of coolant leakage, which had been requiring frequent top-offs. 

  Our technician conducted a comprehensive inspection of the vehicle while ************ waited in our waiting room. Upon inspection, it was discovered that the water pump had failed, leading to the coolant leak, and there was also an oil leak from the cam cover. At 2:07 pm, repair estimates were prepared, and at 2:20 pm, the repair estimates were reviewed with ************, who authorized the necessary repairs by phone while outside of our facility walking her dog, totaling $3704.91. All required parts were in stock, and the technician commenced repairs immediately, completing them by 4:24 pm the following day, 5/15/2024. 

  In response to **************** concerns, we have taken the following steps: 

  1. Investigated the time allocated for water pump repair and confirmed that it aligns with the repair manual's specifications, including the use of one-time gaskets and seals as recommended by VW standards. 
  2. Similarly, we reviewed the time allotted for cam cover reseal repair, ensuring adherence to the repair manual's guidelines, including the use of one-time bolts and gaskets as per VW standards. 

  We have verified that the billing for labor, parts, and supplies adheres to industry standards and reflects the necessary time and materials required for proper repairs. 
  At Dick Hannah VW of Portland, we are committed to maintaining the highest standards of customer service and satisfaction. Our repairs are conducted in accordance with factory VW standards, and all parts come with a 12-month/12,000-mile warranty, provided they are original equipment/VW factory parts. 

  Please feel free to reach out to us if you require any further information or clarification on this matter.  

  Respectfully, 

  ************************;
  General Manager 
  Dick Hannah VW of Portland 
  ********************************************* 

  
  

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21725389
  
  I am rejecting this response because:

  I am asking for a refund as a job such as this should have not been billed the way it was, and billed for the actual cost of the area that comes out to a total of $1500.

  if anything, the original quote was lower. The business did not even provide written proof of their quote, leaving room for manipulation on their end. It was given verbally. This is also a blatant lie as *****, (for the record does not have the last name ****) was told there would get to the car when they could.

  Also, how was the tech able to bill so much for labor, considering the business hours? In fact, the bill does not actually state what hours are clocked, so the business is billing for undocumented hours. Being that they have not given proof on the bill in hours, this gave them ample room to inflate the cost. I would like the business to prove the mechanics pay rate and hours actually worked via recordings or other documentation.

  Sincerely,
  

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

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023 I brought my 2021 VW Jetta in for service and concerns related to the rear brakes. I was advised at the time that I needed new brakes but it would not be covered under warranty. In doing research today per the *************** an extended warranty specific to the rear brakes was issued in December 2022. I believe the dealership tried to make me pay out of pocket for repairs knowing that it should be covered by the warranty extension. I would like the dealership to cover the cost of the repairs. However I do not trust them and would prefer to have the repairs done at the dealership I purchased the car from. VW of ************.

  

  Business Response

  Date: 08/10/2023

  
  RE:  Complaint ID ********
  
  ***********************
  
  August 10, 2023
  
  To Whom It May ********************* reviewing the details of the complaint, we have confirmed that Mr. ****** ******* is currently outside of the brake warranty extension, which is two years from the original purchase date.  The original purchase date of Mr.****** ******* is 3/27/2021 and his repair order was dated 3/29/2023 and was therefore just outside of the guideline.  We do apologize this was not explained correctly.
  
  However,as a matter of goodwill, we offer to perform the repair at no charge to ***************I have attempted to reach out via phone to ************** to make an appointment to have the repair completed but have been unable to reach him.  Please have ************** contact me at ************ his convenience to get this resolved.
  
  Thank you,
  
  
  *************************
  Service Director
  Dick Hannah Volkswagen & ******* of Portland
  
  Desk ************ Ext. 5245
  
  
  
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