ComplaintsforSteve White Volkswagen Audi

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged for a product I didn’t receive. I called to discuss it and I was told I signed for the product so I must have wanted it. I had a detailed conversation with the finance manager about absolutely not wanting any additional products added onto my car purchase. After that conversation, I was told I was signing for no additional products so I signed it. When I reviewed the printed contract a few weeks later, I found I was charged for multiple additional products. I returned to the dealership to discuss the issue. I was told they would remove every additional product. Most of the products were removed but there is still a product they have not removed. The finance manager reassured me it would be removed. But it never was. I contacted them again. I received an email for the finance manager saying they were unable to remove it (even though he assured me they could). I’ve tried to call again for more answers. I left multiple messages. No one will return my calls or messages. The last person I spoke to advised me they would get the problem resolved within 24 hours and call me back. I still have not heard from them (that was weeks ago). Due to all of this, my monthly payment is significantly higher than it should be since I was being overcharged for almost 10k additional worth of product on top of my loan when they did the finance. Although they removed most of the products and my total loan has decreased, my monthly payment is still much higher since it was contracted based off the initial higher amount. I would really like answers and I would like for these people to no longer deceit and steal from customers.

  

  Business response

  10/04/2023

  Dear Ms. R*****:
  We are in receipt of the complaint filed by Ms. ****. The finance product in question ECP The Protector is not refundable because it is applied to the vehicle and can not be cancelled with the provider. However, given the circumstances, we will offer a full refund. The proceeds will be issued as a credit to the loan. 
  We will reach out to Ms. **** to work out the details. 
  Thank you,
  Marc W****
  President 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2014 Audi S7 to Audi of Greenville to get a recall done. This was July 3rd 2023. I picked up the car July 5th, 2 days later. They assured me that any damages during the recall would only cost as parts and I would not be charged for any labor costs. I picked up the vehicle after work around 4-5 pm on July 5th. I saw that the EPC light was on but I assumed that it was because they were testing components of my car and it might’ve caused my car to flag an error. Upon driving the car I noticed a severe reduction in acceleration that was not present before. I called them the next week because my rep was not answering my phone calls and asked if anything with my tune on my vehicle was occurring. No answer was given on what was causing the reduction in performance. I assumed that my tune had been flashed and my car was back to factory settings. I was not extremely worried at the time. A month later my car stalled at a slow speed, so I scheduled a service with Audi of Greenville to identify the EPC fault. They checked my computer and noticed a faulty oil switch 3. They quoted the repair at $2179. I told them that the fault occurred while in their service. And they said it happened before and later said it perhaps happened after. After asking them to check the date on the fault, it came back as July 5th 7:19 am. This was while the vehicle was still in there service. Then they said that this was not their fault and would only cover half the labor cost, because the issue could’ve occurred whenever. If this was the first thing told to me then I would believe them. But they have tried several times to shift blame. First saying it happened before, then that it happened after. Then that because my car is tuned this is my fault. The bottom line is this: - they were performing work on my intake for my turbochargers - This oil switch 3 is near my intake manifold. This is not a coincidence I only seek financial compensation to get my vehicle back to how it was before.

  

  Business response

  08/07/2023

  Good morning,

  Thank you for reaching out with the concerns from Mr. **** on his 2014 Audi S7. This customer was in for an oil strainer replacement under recall. The customer returned with an issue of the vehicle going into limp mode. We found that the vehicle has a faulty oil pressure switch.

  Given the timing of this needed repair, our Service Manager Donnie S****** offered to take care of half of the labor and quoted the same amount that would have been quoted originally for the repairs when we performed the recall. We had an extensive conversation with the customer that we would have quoted the same amount if the oil pressure switch was found bad or went bad during the recall. We also supplied Mr. **** with the guided fault finding results to show the codes that were populated during the recall and the switch was not presently showing bad.

  Having said all of this, we would like to take a second look at this matter and have scheduled a visit with Mr. **** on 8/14. We hope to resolve this matter at that time.

  Thank you,

  Marc W****

  Dealer Principal

  Audi Greenville 

  Customer response

  08/08/2023

  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. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a as Is car on march 30 I was well aware that the car was as is and didn’t come with any warranties and I already knew it needed work done to it but not even 40 days after having the car my engine is on the verge of blowing up from a leak when I called they told me it was past thirty days so they couldn’t do nothing about it and I would have to take it to the shop just see what my warranty in finance would cover my thing Is if you are gonna sell a as is car at least make sure the car is drivable because at this point I have a new car that’s not even safe to or legally able to be on the road and not to mention it’s been about 40 days at most and I have yet to receive a tag I would prefer to have my $2000 that I put down back and the car can go back and I can take businesses else where

  

  Business response

  05/09/2023

  I spoke with Mrs. ***** and confirmed the vehicle she purchased was a 2013 ***** ******** with 140K+ miles. It was sold AS IS however I let her know if she was unable to resolve the issue with the vehicle she could reach out to me and we would assist with a repair. She is having the vehicle towed in for an inspection with her mechanic today. I feel confident we can resolve this issue should she need our assistance. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Big regret! I purchased a used car (Cadillac Escalade ) from the Steve White VW used car lot. I did not take the car to the service shop to have the car looked over. The salesperson did state I had the option to do so. I purchased it on a Friday, and on Saturday I discovered several things wrong with the car, navigation did not work, can not remove the CD from the player, the back defroster did not work and noise came from the engine. I called back on Monday and spoke with the credit manager, unable to contact a salesperson. The answer is that I had the option to take the car to get looked at and they're not very much they can do. The credit manager did agree to pay for a diagnostic at the Cadillac dealership and offered $200 for a defective rear window defroster. Based on the diagnostic from the Cadillac dealership: the car is in need of having the lifter replaced at $4500, correcting the Navigate issue at $1200, and replacing the CD player at $450, rear defroster at $450 totaling $6500. I will need to pay for the repairs to have a car that I can be proud to have and drive. I get it, I did sign and it says” as is”, I did not have the car for 3 days, is there such a thing as a lemon law? There should have been something more the dealership could have done. That's the reason for the one-star rating. Be aware of what you buying and whether will they stand behind the car and their name. They will sell any used car in any condition. They're tricky about hiding what's wrong. Good luck if you decide to buy a car from Steve White!

  

  Business response

  04/06/2023

  We are working with the customer to resolve the issue. We have reached an agreement and the repairs should be completed soon. I will update again once the issue is fully resolved.

  Brian S*****

  Vice President

  Steve White Auto Group

  Customer response

  04/06/2023

  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. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around July of 2022 I took my vehicle (which was still within warranty at the time) to Steve White Volkswagen service department because the charger ports (where you plug in the phone charger) were not working. They didn't make me an appointment, they didn't even put anything in the computer, they just took my keys and took the car back to service and "fixed it." Not even three months later, I'm having the same exact issue with the car, but now that it's out of warranty I'm being asked to pay $189 just to have it diagnosed. My concern is that I don't know why the problem wasn't diagnosed the first time I brought it into the service department when I had the warranty? Why didn't they take the proper steps the first time to find out what happened and why a car that's not even two years old is having this issue. If they would've properly diagnosed it the first time then I'm positive that I wouldn't be having the same issue about it at all. This is the worst warranty/ service treatment that I've ever received. I had absolutely no trouble when I had a Toyota & a Honda.

  

  Business response

  11/21/2022

  Dear Ms. R*****:
  Thank you for reaching out to share the concerns of our customer Ms. ******. Certainly we want to address these and for her to be a satisfied Volkswagen owner. We do not have a record of a visit back in July. On her most recent visit, Ms. ****** stated that her front charge ports were inoperative. The Volkswagen Arteon that she owns is currently outside of the manufacturer warranty. Without completing a diagnosis, we are unsure of an appropriate repair. She declined the approval of a diagnostic charge. Our Service Manager Donnie S****** became involved and offered to waive diagnostic fee, but she declined to proceed.

  Our recommendation for a next step is for Ms. ****** to allow us an opportunity to diagnose the issue at no cost. If we find the cause to be a mechanical failure, we will repair it at no cost to Ms. ******. Please let me know if I can assist further. 

  Thank you,

  Marc White

  Dealer Principal

  Customer response

  11/21/2022

  Better Business Bureau:
  

  The dealership's response is a lie. They NEVER offered to waive the diagnostic fee; the service manager continuously told me that I would have to pay for the car to be diagnosed when we were on the phone due to me being outside of the warranty regardless of the fact that I brought the car in less than three months ago (when it was actually in warranty). I know that they don't' have a record of me coming there because when I came they did NOT put me in the computer system, I didn't sign the receipt or anything. When I took my car to the service department the 1st time for this issue they took my keys, took it back to the service department, brought it back out and said it was fixed, no paperwork or appointment was made. I really wish this company would stop telling lies. 
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******** ******

  

  Business response

  11/22/2022

  It is my understanding that our Service Manager has made contact with Ms. ****** and she is scheduled for us to come and look at the vehicle. 

  Thank you,

  Marc White

  Customer response

  11/22/2022

  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. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership on March 11, 2022 at 9:30pm. On Sunday March 13th, the “check engine” light came on in the car. March 14th at 5:00pm, l returned to the dealership and told the manager I wanted to return the car because there were problems that were occurring 1 day after purchase. This was after I tried calling 1st thing that morning to inform them of the issues. I could never get anyone on the phone. So I went to the dealership as soon as I left work. He said I could not return the car because the bank had received the completed paperwork. He had the service department look at the car and it was concluded that the “cel intake runner solenoid” needed to be replaced and that I would need to pay $350 dollars of the $696.20 cost. This all occurred one week beforinto ownership. Week 3, the oil light came on and the car was not due for a oil service. Justin from the service department again had me bring the car in. They had previously kept the vehicle for 3 days waiting on the solenoid part to come and now it was back in the service department again. Justin topped off the oil and gave me 2 bottles of oil with the instructions to top it off if the light comes on again. 3 weeks later the oil light comes on again and I am forced to do the same thing as if I own a used Ford Escort and not an Audi Q7. I just recently had to top the oil off again this past Monday, 5/9. I have to ride around with oil in my car in case the light comes on. That is ridiculous. Also, when driving the car, there is a whining sound. When the service department had the vehicle, I asked Justin to check it out and tell me what was causing the noise. His statement was he “could not be specific unless he took the engine apart to get to the exact problem.” He said to wait until it tears up and then he can diagnose the problem. What kind of foolishness is that???? THE CAR IS A LEMON and should be classified as such. I want an immediate response from someone. I am totally frustrated.

  

  Business response

  05/13/2022

  I have contacted Mr. ****** and offered him a credit for the purchase price of the vehicle towards the purchase of any new or preowned vehicle we have in stock. He is pleased with this resolution.

  He has interest in two vehicles and will be by this weekend to inspect them and complete the transaction. 

  Brian S*****

  Vice President

  Steve White Audi 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. ↩