ComplaintsforEast Coast Honda-Volkswagen

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 I scheduled an appointment to look at my car because of electronic issues and shaking when turning on the vehicle. I confirmed that because I purchased an extended warranty when I financed that, if any issues are found I would only be responsible for $100. I drove 30 miles to drop my car off and was asked for $260 for the diagnostic. I didnt have that and was upset they changed it after I confirmed prior to setting the appointment. My car still intermittently has these issues and I refuse to pay almost $300 when I was told when I financed that this would not be the case and that most deductibles are $100, if any. Today I received a recall letter about a very unsafe recall with defective fuel pumps. We were instructed to wait until fall 2024 for a part that, if it fails, would cause anything from losing drive power and stalling and causing a crash, potentially. I called the automobile division (not the dealership because they have the worst and most dishonest process), and because this was where the letter was sent from. I was told to wait until you get another letter. They expect us to replace these parts with no guarantee of reimbursement because they refuse to do anything but our cars are not safe to drive. I am posting this but also filing a complaint by certified letter to the National Highway *************************. I am making payments on a vehicle that could potentially cause life-threatening injury to myself or other drivers. I want my car repaired and for them to be fair. If they dont have the parts, they should be willing to arrange with another mechanic or to honor when I bring an invoice from another mechanic. I do not want a reimbursement. I already give them a healthy sum of money each month. All they want is more money for what I am already paying for. This is unconscionable. Why would I pay for a vehicle that is unsafe? They didnt even offer us loaner cars.

  Business response

  02/26/2024

  East Coast ***** strives to provide the best customer service to every customer. There are times that recalls are released from the manufacture and parts for the recalls are unavailable. This happens with all automobile manufacturers on recalls. I have looked into the recall for the fuel pump and this part is still unavailable at this time. We have inquired of when the part may be released and have no available time that the recalled part will be released. When the part is available for repairs, we will reach out and perform the recall at no cost to the customer.

  Customer response

  02/26/2024

   
  Complaint: 21293879
  
  I am rejecting this response because: it was noted by ***** that the fuel injectors in these vehicles could fail at any time and cause a crash or injury. This could lead to possible harm to life and limb. I dont see this as a sufficient response to a potentially life-threatening issue.

   

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

  Business response

  02/26/2024

  The customer can call ************ and see if ***** is able to provide a loaner vehicle.  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11-9-2023 I purchased a2024 vehicle at East Coast ****** Never was I told about any lease specials that ***** was offering. After all the initial negotiations and paperwork, a deposit of **** was put down. Of that down payment $3,000 was in form of 2 checks one of which were taxes( $1.000) the other $2,000 for down payment and $500 loyalty. Thats $**** to me. Nothing was mentioned that more was needed for something else or even the fact that there was a special of a $329 payment a month. I add a protection agreement for paint chips and wheel damage that was around $24 a month additional. My problem is I was never made aware of any special on monthly payments. And I think thats something that should have been addressed. Im paying over $100 more monthly than I feel I should be. More money could have been put down differently if I was advised to. I feel I had what down payment was needed(even though I didnt know what it was)according to the lease advertising. If any other information is needed please get in touch with me. Im sure I left information out.Not on purpose just that it was forgotten. Please contact me for anything additional. This is the dealership in ************ off highway 17 By pass.

  Business response

  11/14/2023

  There appears to be confusion on the customer's end and we are reaching out to them directly to help clear this up. The national offer that they are referencing does not take into account any dealer installed accessories or additional warranty products they may have purchased after the sale. The $3,499 due at signing in the national offer does not include state taxes which would be an additional $500. The $500 Loyalty is a discount on the total cost of the vehicle, not down payment assistance. With a lease, this makes a meaningful difference. The total amount due at signing for the vehicle to priced at the $329 national offer would be over $7,000. Again, we are reaching out directly to the customer to hopefully address all of their concerns. 

  Customer response

  11/27/2023

   
  Complaint: 20863830
  
  I am rejecting this response because:

  I filed a complaint on or about the 13th of November 2023. It was for false advertising in monthly loan payments. It stated in the ad that with $3500.00 down my monthly payment would be around $329.00 a month. Im unaware of this promotion or whatever East coast ***** calls it from time I set foot in front of their business till the time I drove off with the new car. This is 11-09-23. The very next day I made a call to *********** who put me to the financial gentleman who did my paperwork. I believe I was told he was off and would be in Saturday the 11th. The names are on the first complaint of sales and financing. From what I remember in that conversation I was not explained the exact numbers required for this $329.00 a month payment. After filing this complaint a manager called me and what I understand now is $7,000.00 was due if not more at signing for the $329.00 payment a month. Nowhere did I recall any mention of that type of down payment if I had been told thats what I needed to get to that monthly payment. With that amount of down payment I never would have made that kind of deal. The reply letter in response to my complaint had mentioned a few times about the $7000.00 down. Nothing in the ad that I had printed and nothing said to me while looking for a car that unbeknownst to me had this offer. I told the manager who tried to explain thats not how I understood it. At least thats what I remember telling him. I also dont remember saying anything about being satisfied with any conversation that I had that day or any other.Therefore moving forward I would like to try and work this out to receive the payment a month that they advertised not what they wanted me to think it is after they told me about additional ad on pricing. I look forward to resolving this as amicable as we can. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 ID 4 electric vehicle from East Coast ********** of ************ at ****************************** South (Ph: ************). The purchase originated with ********** and was coordinating by VW through East Coast ********** in MB. The vehicle was delivered in late March 2021 and the purchase was completed on April 2, 2021. In March 20** , I received a recall notice #**V040 from VW. This recall instructed me to contact the dealership promptly to have this recall performed. The recall indicated that the high-voltage batterys *** experience an increased self-discharge that could lead to a reduction in battery capacity and driving range. Upon immediately contacting the dealership, I was informed that the had not received the software required for the update. Subsequently, I continued to receive information from VW informing me of the seriousness of this issue and that it should be taken care of ASAP. As of 4/30/**, the dealership stated that, four of their six diagnostic machines were down and that they were not willing to tie up one of their machines to complete a recall that could take up to eleven hours to complete. East Coast VW further stated that I would need to take the vehicle to a dealership in ***********, ** to have the recall performed. I subsequently informed East Coast VW that I am an elderly female and that I am not able to make a 5 and 1/2 hour drive, spend the night and then drive 5 and 1/2 hours back to my home in *****, **. I suggested the dealership provide me with a loaner, have a runner take my car to *********** for completion of the repairs then return the car to me. They would not agree to do this. I have made a number of follow-*** with VW and East Coast VW to no avail. During a face to face meeting with the East Coast VW Service Manager, he stated, we do make the vehicles, we just sell them. I am at my **** end. I own a vehicle that *** have a serious safety issue thus putting my life as well as that of others on the road in danger. Subsequent correspondence from VW has indicated that the vehicle could lose power without warning resulting in my inability to control the car. I have been dealing with this issue for six months and I need help in getting it resolved.

  Business response

  10/02/2023

  We have contacted this customer and resolved her concerns. We now have the tools from the manufacturer to perform her software update and will be completing it for her. 

  Customer response

  10/26/2023

   
  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.  

  The consumer called and stated the complaint has been resolved. 

  She would like the complaint to be closed as resolved 

  
  
  Sincerely,
  
  ****** Ramset

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17, 2023 I misplaced my car ignition key and did not have a spare -I phoned AAA who came with a tow truck and brought my 2009VW Touareg to East Coast ********************* same day a key was ordered to be shipped to VW for a cost of just under ****** A week after receiving the key they told me the Key was not communicating with the car and offered no solution just I should be patient Now 3 weeks later they want to charge me over 800 for anew ignition switch because mine was not communicating, plus the cost to troubleshoot the key adding an additional ******* to my already paid key amount.Best part is they will not guarantee this will work but say it is a starting point.!!!!I found another switch for 300 on line yet they are charging me ****** for it.After 3 weeks they offered no free rental just 1 at ***** a day and still no positive feedback.Volkswagen *** offered no solution except all VWs are independently owned and could do and charge whatever.-They have been rude since day 1 and offered no acceptable solutions only ideas of what may work with no definitive solution.The link below is This is the additional charges after the key which have no guarantee ****************************************************

  Business response

  06/09/2023

  Hello, This customer has had their vehicle fully repaired and this matter has been resolved. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2021 ********** Jetta to East Coast **********, which I purchased there on 06/21/2021, for a warrantee covered repair. Warrantee is for 4 years or ****** miles, my car has ****** miles.The repair is for a defect in the remote starter, both by key fob(s) and mobile app., The dealership refused to honor the warrantee because I declined to sign an estimate document which could have cost me $155.00. Again, this is a repair fully covered by warrantee, and the dealership never disclosed at the time of purchase that they require patrons to sign $155.00 work estimates prior to warrantee work.The Sales Manager, *******************, refused to check my car and make the required and warranted repair, "stating our mechanics have to get paid". This was both a case of Buyer Beware, and Breach of Contract. My vehicle still needs to be repaired.

  Business response

  03/22/2023

  Mr.  ******,

  We do not charge an upfront diagnostic fees for warranty work.  Anything under warranty is covered 100% by the manufacturer.  Anything that is damaged by road hazards, curbs, animals, rocks, lightening, floods,tornados, destruction and accidents are not warranty and would be the responsibility of the customer.  When a customer comes in with a newer vehicles that is under warranty we let them know up front that this is most likely covered under warranty and there wont be a charge but if it turns out something other than normal wear and tear caused this issue then you will be responsible.

   Most customers appreciate that we are upfront with this information and that we fully disclose the price.   
  We prefer the repair be under warranty because this creates a better ownership experience for you as the customer and the manufacturer pays us to repair the vehicle. 
  
  Please reach out to me at your convenience. 

  *********************
  General Manager
  ******************************************

  Customer response

  03/22/2023

   
  Complaint: 19631432
  
  I am rejecting this response because:

  East Coast ********** forces you to sign an Estimate document which charges $155.00 they will even look at your car.  This is not a requirement in the ********** Warranty I received at the the time I purchased the vehicle, and this $155.00  policy was not disclosed at the time I leased the vehicle.  
  

  Normally, a customer should be able to bring their warranted vehicle in for a repair, and if the issue isnt a warranted issue, the dealer can advise the customer and also quote a cost for an unwarranted repair.

  However, by signing this $155.00 estimate document a customer who has a warranted issue, can be forced to pay $155.00 by an unscrupulous dealership. As a customer we dont know what the dealership or mechanic does once they have the vehicle in their shop.  Essentially, the dealer can say your issue isnt covered, than quote a repair bill, and if you decline, they keep $155.00.  This should never happen to a customer who brings a vehicle in which is under warranty. 
  

  Conversely, if a customer with an unwarranted vehicle bring their vehicle to the dealership, thats a different situation. In other words, the dealer can if they want, advise that they will charge a $155.00 fee to look at their vehicle.  At that point a customer with an unwarranted vehicle can decide what the best action would be.

  Again, my vehicle is under warranty, their should be no charge to repair a warranted issue, and no requirement to sign an agreement to be charged $155.00 if the dealership decides they wont cover a repair, and like I said, this policy wasnt disclosed to me at the time of purchase, nor is it in the ** Warranty booklet detailing coverage.  If East Coast ********** had been up front at the time of my purchase about their $155.00, I call a scam, I would not have purchased a car from them.

  I will attach a copy the $155.00 document shortly.  
  

  in closing, a policy like this dealerships is outside the warranty guarantee, it exposes a customer to possible unnecessary charges by unscrupulous mechanics or a dealership, and it also represents a Buyer Beware scenario as I was not informed of this policy at the time of purchase.  My car is under warranty, it cover me to June 21, **** or ****** miles.  It is March 23,2023 and my vehicle has ****** miles on it.  The remote start component hasnt worked for two weeks now, it is a warranted repair, and they refused to fix it, which is a Breach of Contract, and I may pursue legal action.

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

  Business response

  03/23/2023

   

  Mr.  ******

  I am not sure what businesses you have dealt with in the past but we are a reputable business.  You have purchased four vehicles from ** and your vehicle is under warranty. 

  If this is a mechanical failure then it would be 100% covered under warranty.

  We want it to be covered under warranty because the manufacturer pays us to fix the issue. 

   

  Thank you, 

   

   

  **** Cahill 

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

   

   

   

   

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  East Coast ********** had my vehicle for eight months for a recall, never starting it on a weekly basis until the parts came in to fix it. When I picked the car up, the AdBlue light was on, and when they tried to reset it, they told me that I needed to have the system flushed, as it had the wrong AdBlue fluid in it. This was a lie, because I never had to add any AdBlue fluid. They charged me $160.00 to fix this issue, an issue that I never caused. Then I had battery issues, and they told me that it was a corroded battery cable, and again charged me $239.00 to replace it, never once showing me the bad cable, even when I asked to see it. Then, the battery died, and I had AAA come out to replace it, which cost me $189.00, and after they replaced it, they tested the battery and found that the alternator was bad. When I called East Coast ********** and asked why they never tested the battery and alternator after the battery cable was replaced, they said, and I quote, "Why would we?" I believe that the service department at East Coast ********** was careless with my vehicle, at one point, even being so brazen as to tell me, and again I quote, "Well, the vehicle is ten years old, so maybe it's time to get a new one." My vehicle has less than ****** miles on it.

  Customer response

  05/02/2022

  I have not yet heard anything from this dealership.

  Business response

  09/12/2022

  *****
  
  Your vehicle is 12 years old and due to a warranty extension we replaced your engine $13,963 and we also provided you a rental vehicle that was $5,869 all for no charge.
  
  Unfortunately maintenance items like batteries / battery cables and blue additive are not covered under this warranty extension. At the time you did ask to speak to a manager and he agreed to give you 20% off of your bill.

  Business response

  09/13/2022

  *****
  
  Your vehicle is 12 years old and due to a warranty extension we replaced your engine $13,963 and we also provided you a rental vehicle that was $5,869 all for no charge.
  
  Unfortunately maintenance items like batteries / battery cables and blue additive are not covered under this warranty extension. At the time you did ask to speak to a manager and he agreed to give you 20% off of your bill.

  Customer response

  09/14/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

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