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:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Went to dealership for oil change. And when I received my car back it was short 3 quarts of oil. Causing the engine to lock up. They still charged me over $1000 to help with repairs of damage the amount of $4000. They keep my car for over 30 days. And on today my check engine came on I had diagnostics done. Find out that the manifold intake was bad now . They want me to pay into my engine again. When I never had any issues with my vehicle until I bought it in for a oil change. usually I would take my car to Valvoline for oil change. But even with them charging me for the repair on a situation that was not my fault to begin with.They have new service employees that are not qualified to do a basic oil change. Very upset with the whole situation. If I can not get the repairs done. I would like to receive the amount paid out my pocket. Which is $1156 for helping to pay on parts.when my had no manifold problems or engine until the incident of my visit for a oil change. Please help me. This is a problem that I watched happened with customer on. Other service visits like my latch and starter service.

  Business Response

  Date: 04/30/2025

  I have personally reviewed Mr. ***** ******** history with our dealership and hear his concerns. We are happy to discuss available options with him and are also willing to assist in replacing the requested part in question (intake manifold).
  

  Additionally, I personally reached out to Mr. ****** and left him a voicemail from my personal cell phone. Once we receive a response, we will proceed with the necessary assistance.
  

  Please feel free to contact me directly with any further questions at ************.

  Thank you,

  ****** *****

  Customer Answer

  Date: 05/01/2025

  I have accepted there arrangement. Please close this complaint. Thanks for being a true business resolution ??.

  Customer Answer

  Date: 05/01/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/06/2025

  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 am reaching out to express my concerns regarding an experience I had at the ** of Cools Springs dealership on January 3rd.During my visit, I noticed that my tire pressure light was illuminated. The staff was kind enough to add air to my tire, and I left the dealership; however, the light reappeared within 20 minutes of driving. Upon returning, I discovered that there was a nail in my tire. At that point, I was asked if I had tire replacement insurance. While I believe I do have such coverage, I was uncertain if it had expired.Unfortunately, I was informed that ** of Cools Springs was unable to access my warranty information and was advised instead to contact *********. Since then, I have made several attempts to reach *********, leaving messages and providing my contact information, including a specific message for ****** *****. Regrettably, I have not received any response or follow-up regarding my warranty status or options for replacing my tire.This lack of communication and support is quite concerning and does not reflect the professionalism I expect from Volkswagen. Therefore, I am writing to inquire whether I currently hold a warranty for tire replacement and if it is possible to obtain a copy of this warranty for my records. My tire needs to be replaced to avoid putting my life in danger while driving. At this moment, I am sitting and calling waiting for a response.I would greatly appreciate any assistance you could provide in resolving this matter promptly, as well as clarity around the process for tire replacement under my warranty. Thank you for your attention to this issue, and I look forward to your timely response.

  Business Response

  Date: 01/06/2025

  Dear **** ****,
  

                 Thank you again for taking the time to speak with me today. I truly appreciate the opportunity to discuss how we can further enhance the customer experience at our VW of ********************************************* location. Your feedback is invaluable as we continue to fine-tune our services and provide a more supportive environment for all of our customers.
  

            Im pleased to inform you that our newly improved location is now complete, though, as with any major change, there may still be some challenges we are working through. However, based on our conversation, Im happy to hear that you were able to get in touch with **** from our team, who was more than happy to assist you. It sounds like weve successfully ordered a replacement tire for you, which should arrive by Wednesday this week. Once it arrives, well be replacing the tire under your road hazard warranty, ensuring youre back on the road as soon as possible.
  

         I personally look forward to meeting you on Wednesday when you come in for the tire replacement. It was a pleasure speaking with you today, and please dont hesitate to reach out if you have any further questions or concerns.
  

  Thank you once again for your understanding, and we look forward to providing you with a seamless experience moving forward.
  

  Best regards,
  ****** *****

  Volkswagen of North Nashville

  
  

• Initial Complaint

  Date:02/15/2024

  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 bought my car in October. I told him I didnt wanna leave without a car that has remote start so I went to get the keys to my other car that I had traded in. When I came back they told me they were able to put a remote start on my car I would have to leave it two days, so the day I came back to pick it up I didnt receive a phone call anything and until when I walked through the door that they couldnt put the remote start on my car that I asked for come to find out if you buy a **** car before **** that has no remote start. There is no programming ready for it , it can be anywhere from January to mid or end of the year before this programming is ready. There is no estimated date on when this will be ready. This shouldve been common knowledge to everyone that works for VW. They knew I needed to be back in ******, so they had the ****** VW in Braintree to program my keys, but still couldnt get the programming in my car. They put in the remote kit but theres no program to go with it. Yes I was offered a third-party situation but I chose not to do warranty I do not want anything to cancel out my warranty, so I prefer VW to do it because Im under warranty with them instead of letting a third-party mess up my car then who will pay for that me not them or VW. Last I heard from anyone was three weeks ago there was no update so last week February 7 I text ****** who is the one whos been seeing over this situation I did not get an answer a week later today February 14 still havent heard from him. I filed a complaint with VW. I called their general manager ****** left messages, he never did call me back. He even left the building I called three different places looking for him. He didnt get back with me. Im just trying to solve this situation immediately because Ive been waiting since October. I think Ive waited patiently enough I just want this over with. I was also told they would pay for it to be installed.

  Business Response

  Date: 02/16/2024

  General Manager, General Sales Manager, Master Tech, and Service Manager are working with Volkswagen North ******* to find a fix for the programming issue that is out of the dealerships hands. Currently Volkswagen of North Nashville is waiting on Volkswagen North America to issue the update for the issue. 

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On Saturday 10/15/2022, I purchased a used 2017 GMC Acadia for approximately $20,000. 30 minutes after leaving the dealership I started having problems with it. I tried to place it in park and it wasn't recognizing that it was in park. I immediately called and they said to bring it back on Monday and they would take care of it. The next day Sunday 10/16/22 I noticed a transmission shudder. When i took it in Monday I told them about the transmission shudder and the gear s*** issue and they said they would take care of it. They fixed the gearshift and claimed nothing was wrong with the transmission even though they only drove it about 50 yards. I text my salesman later that day and told him the transmission was definitely not acting right and I was going to take it to a GMC dealer to be looked at. He said to let them know what GMC said. on 10/20/22, **************** told me that I was correct there was a shudder and that the transmission fluid was very dirty and had water in it. They changed the fluid and said if that didn't work then it needed a new torque converter, the fluid change did not fix it. I told ******* with Volkswagen of N Nashville and he said they would probably have GM fix it and to bring it in. on 10/22/22 they are claiming that nothing is wrong with the transmission and they never took it to a GMC dealer to be looked at. I went in a spoke to a manager who said again not to worry that they would take care of it and send it to GM, I even offered to pay for another diagnosis from GMC which they declined. Today 10/24/22 I called to see if they had any news for me and I was told that the didn't take it to GMC, they didn't think anything was wrong with it and to just come get my car. They also referenced a warranty I purchased that they lied to me about when I purchased it the said it took effect on day 1. I discovered it doesn't start until 30 days out and doesn't cover pre-existing issues or problems caused by poor maintenance such as this problem.

• Initial Complaint

  Date:10/10/2022

  Type:Product 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 April 2022, I contacted the business to inquire about a vehicle, 2017 *** ******* that was advertised. I spoke to a salesman about the intended purpose of the vehicle, which was to be used to as a farm vehicle and needed to haul significant weight, including pulling a livestock trailer. I was lead to believe the vehicle was powerful enough to handle the load. I know little about vehicles, and trusted that a dealership would know what the vehicle was capable of. I purchased the vehicle, and used it minimally until early September 2022. During the time it was drivable, I realized it definitely did not have the engine power to haul a trailer, and therefore never installed a trailer hitch, but I still used it to haul feed locally, and took a few goats to two shows. I put approximately 1,000 miles on the vehicle before it became completely undriveable. I called the dealership and was advised to return it to the service department for inspection, and after the inspection was advised to take it to a *** dealer for a diagnostic as there was nothing the dealership could do. After the diagnostic was run, it was determined the transmission has gone out and needs to be replaced. I contacted the dealership on two occasions regarding what has transpired with the vehicle and to see if there is anything I can do as I desperately need a vehicle. (Thankfully I did not trade in my car I use to drive to work, or I would be in a much worse situation, but I do need a vehicle for my farm.) I spoke to two different salesmen when I called and the attitude I'm receiving is this isn't their problem. I'm not asking for a monetary settlement, I'm simply asking them to make things right. They sold me a lemon I still owe over $21,000 on and will never be able to use as intended when purchased, and I cannot afford a second car payment on top of the one I am currently paying on a vehicle I cannot even use.

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/11) */ The customer purchased the vehicle in April 2022. At the time of purchase, the 2017 *** had 19,521 miles and was covered under the manufacturer's powertrain warranty. The powertrain warranty, unfortunately, expired in August of 2022, 4 months after she purchased the car. Luckily, the customer purchased a ********** extended warranty for that vehicle at the time of purchase from Volkswagen of North Nashville. The customer's transmission issue is currently being covered and fixed with that extended warranty at the local *** dealer. All pre-owned vehicles are inspected before being sold at VW of North Nashville. Regardless of the year, model, or miles of the vehicle, issues can still occur after a customer takes possession of that vehicle. Luckily, in this instance, the customer purchased an extended warranty for that vehicle which is covering all repairs for that vehicle.