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:09/12/2024

  Type:Service or Repair 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.

  When researching a vehicle I was purchasing, I was told that this vehicle had its fuel system and engine completely replaced by this certified ** Dealership. I was specifically asked the service writer, ******, what parts were under warranty and what that entailed. I was assured these parts were under a 12 month, ****** mile warranty serviceable at ANY certified ** dealership. I was also told that this vehicle also had the *** emissions warranty. Based on these findings and the safety that these warranties gave, I bought this car. Once I received the car, in *******, it encountered issues that brought it to the dealership. They found workmanship issues (missing bolts, pinched wiring harnesses, and more), but this dealership refused to honor their workmanship warranty. I was lied to then and had to pay out of pocket to fix the issues ($1,200). Then, I heard a noise and checked it out. I found the timing belt had shredded. I was relieved because I thought these components would be covered under the warranty since it had been ***** miles since the car had work done. I was told that again, the issue was workmanship and a bolt had failed to be tightened properly and destroyed the timing components and breaking a bolt, requiring $2400 of work. I called again, but they refused to even take pictures or video from a master VW tech at the dealership it was taken to. They wanted it to be taken to ANOTHER dealership to be inspected because that one couldn't be trusted. There isn't another for ***** miles in our area. They said there was no way for me to show them that this wasn't their workmanship issue, even though they installed these parts. Not only that, but they went out of business and the new business refuses to take care of the customers that the old business committed borderline fraud with how terrible the work that was done on the car was. I was almost stuck on the side of a busy highway in 100+ heat with my baby because of these people. It's more than money, safety

• Initial Complaint

  Date:08/29/2023

  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.

  Vehicle is under warranty, EPC light came on and took it into the dealership because who else is going to check the warranty other than a Volkswagen dealership. EPC is under warranty. After taking the car in I got a call back about 40 min later letting me know they think it is the battery. They specified they could NOT run a full diagnostic on my vehicle unless I replaced the battery and they would not know if there was any other issues with the vehicle until they replaced the battery and ran a diagnostic which they quoted $450 for a battery replacement. I let the guy know I would replace the battery myself and they stated that my car was ready for pickup then, just 40 min after dropping it off. Went in today ans they are charging me $147 for a battery check, which is free at auto zone and takes less than 5 min so no labor was needed and I do not know why Im being charged so much. Spoke with Volkswagen customer care and they are stating because the battery is not under warranty they had to charge for the diagnostic to see what was wrong with the vehicle, which is untrue when they told me they could not run the diagnostic unless I replaced the battery. They are trying to get away with charging $147 for a battery check and would not let me leave with my car to replace the battery myself unless it was paid. I am seeking a refund for services that where never performed to my vehicle. The receipt states battery check ran and that is what they are charging me for which is a ridiculous amount of money when it can be done for free anywhere else.

  Business Response

  Date: 08/29/2023

  Regarding Mr. ******* experience, I have spoken with the service advisor who worked with **************** and the technician who diagnosed his vehicle, as well as looked at his file to gather as much information as possible. The vehicle was checked in at 7:14am on August 28th, where the service advisor notated the customers concerns with as much detail as possible and explained the diagnosis fee of $147.95, which applies if the repair is not covered under warranty and if the customer declines the repairs,to ****************. Otherwise, if repairs are either covered by warranty or approved by the customer, the diagnostic fee is waived. After the service advisor obtained authorization via the customers signature, the ticket was written and the vehicle was dispatched to the first available technician which in this case, was able to immediately start looking at the vehicle. The technician performed diagnostic on the vehicle by running faults and performed test plans taking the customers concerns into account, after which he determined that there was a low voltage issue. He performed a battery test using the Volkswagen-specified battery tester and the battery was found to have failed.The service advisor then contacted the customer to inform them of the technicians findings at 8:11am, *********************************************The service advisor explained that the battery had failed and needed to be replaced; after the battery replacement the technician would then re-test everything to make sure no issues remained present because we want to make sure the customers vehicle is fixed right the first time. If we could not diagnose the vehicle because of the battery, we could not have performed the **** Software recall on your vehicle either, as they are both done through a scan tool. The 12V battery is covered on new VW vehicles for 3 years or ***** miles,whichever comes first; the battery was no longer covered. The service advisor stated the battery was $399.95 for parts and labor before sales tax, which is our menu price for that service. It includes not only replacing the battery but also performing the required adaptation of the battery monitoring systems on the vehicle. The customer asked the advisor if they could bring an aftermarket battery and have us install it, which we do allow, and the advisor informed the customer accordingly. The customer told the advisor that they would bring the battery the following morning so we could install and program it. The next morning, August 29th, the customer came in and informed the advisor that they would like to just pick up the vehicle instead of providing a battery to install. The advisor finished the paperwork in as timely a manner as possible and took them to the cashier, explaining that, since the customer declined repairs and the repairs were not covered by warranty, the diagnosis fee would apply and the customer would be responsible for paying that fee in order to pick up their vehicle. 

  Customer Answer

  Date: 08/30/2023

  I am rejecting this response because:   The business did NOT say that there would be a ******$ diagnostic fee. Ever. No pricing was ever mentioned. No diagnostic fee is mentioned on there website, anywhere. Hence the bad business dealings. If the business cared about their customer base, they would be honest about their services. ********** ********, Advanced Auto Parts, and *** Boys all do free battery testing, just to name a few. A reputable business might have the knowledge and foresight to mention getting a battery checked. Or at least do it for a nominal fee, not ******. To the businesses point about rejecting the battery install, I found ****** plus tax to be fairly high so I purchased my own for ****** including the tax. That also comes with a 15$ refund for returning the old battery. The business told me that there would be a 150$ programing fee to install the battery. It sounds like they were going to get their money one way or the other. I understand that a business wants and needs to make money to suceed, but, concealing prices on purpose to bamboozle the customer is the definition of bad business. I want my money refunded and the public to know that they are not honest about their services. Also, they need to update their website to read that any general diagnosis will cost the ******. Because if i had known that a battery would be 150$ and not free, I would never have taken my car in.

• Initial Complaint

  Date:08/02/2023

  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.

  I was told my car required a diagnostic test to see why my air conditioner is blowing hot air.After the test I was told that the condition of my condenser could not be determined..I paid for a test I did not need. Air conditioner still blows hot air..Waste of my time and money.Want my money refunded so I can get my air conditioner repaired.

  Business Response

  Date: 08/04/2023

  ******** came in on June 27, 2023 for an AC concern of air blowing warm. The technician got the vehicle in the same day and found that the ambient temp sensor needed to be replaced to start. The ambient temp sensor being faulty is causing the vehicle to not know what the temperature of the car is so it is not able to get as cool as it should. ******** declined all repairs and told the advisor that she would be contacting her insurance to get repairs taken care of. ******** then picked up vehicle, signed and paid for diagnosis fee (the only thing she had to pay for) which she originally agreed to, and left. She never contacted the service manager nor the general manager about her issue. I have attached the original signed check in sheet, estimate, and declined services. 

• Initial Complaint

  Date:06/28/2023

  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.

  My mother has been having issue with my 2022 Volkswagen Tiguan since purchasing it. It has had a few issues as follows:1. It keeps experiencing low oil pressure due to burning / loosing oil. It has been topped off 8 times and changed 2 times.2. The Automated Drive Assist ( Automatic Stop ) system is acting up.3. The Steering wheel heater comes on at random.4. The center console is falling down.5. The radio freezes at random.6. The apple carplay ( when plugged in ) does not work intermittently.I brought it to Rusty Wallis Volkswagen in early June 2022 for these issues.They were unable to identify the oil issue, radio issue, steering wheel heater, and automated drive assist system issues .They changed the oil, stated the center console was on order. And they would call us back once the center console was in. In september, I reached back out to ************************* ( *********** director at the time ) as the low oil pressure light came back up. She had me bring the vehicle back in, they topped off the oil.The vehicle was brought to them again on monday the 19th of this month. On friday the 23rd and informed that due to an electrical issue in the steering wheel, the vehicle was un-safe to drive.Further, I was informed that there was a backorder on the steering wheel, with no ETA on when it would arrive to complete repairs on my vehicle.Due to my vehicle being un-safe to drive, my intention was to use my son's vehicle to travel for a trip that was planned a couple months prior for July 4th. I am now unable to do this. I reached out to ******* and she said there was nothing they could do to help.I posted a negative review, not just because I could not get a vehicle to drive out of state, but because these issues should have been handled last year.I was told that if I did not remove the negative review(s) by ******, then I would be required to pick up my un-safe vehicle, ( As per ******* the Service Director ), and return the loaner vehicle.

  Business Response

  Date: 07/07/2023

  To whom it may concern,
  
  ******************************* brought her vehicle into our dealership for the first time in September of 2022. At that time, she requested a 10,000-mile service and to look at the overhead console that was falling down at the time. The other concerns listed on this complaint are false, as I have attached the check in sheet that ******************* signed upon check in. Had there been more issues presented to the advisor at the time, he would have put them down for the tech to look at.
  We have not had any documented visits since that time. The customer is stating that we topped off their oil multiple times within the past 9 months. I have been the manager of this service department since December of 2022 and I have not seen them until this past visit that they are complaining about. ************************* was the previous director and there is no record that we did top off their oil.
  When the vehicle was brought in this visit on June 19,2023,her son ************************* was the contact at drop off. I personally checked him in and put down every concern he had and also had him confirm that I got everything down. He confirmed that I did in fact, put every concern he had. He also made it a point to let me know that he used to work for Rusty Wallis at the collision center and also that he would not be picking up this vehicle until all concerns were fixed due to the many times he had brought it in before.
  I got the ticket to my master technician, *********************, to make sure all concerns were handled properly and efficiently.
  Concerns were as followed:
  Customer was having to top off oil and oil pressure light was coming on. The tech started an oil consumption test under VW specs, the customer was told they would have to drive 600 miles and bring vehicle back to check oil levels.
  Customer stated the overhead console was falling down. The tech was able to replace the console under VW warranty due to this being a common issue. (In September of 2022, those consoles were on a NATIONAL back order and the advisor that worked with ****************** has since left our dealer so there is no way of finding out what happened with the order).
  Customer stated that the front assist will activate on its own and slam on the brakes while customer is driving and nothing is in front of her. The tech diagnosed the steering wheel was the cause of this issue and we ordered one. (Unfortunately, the steering wheels are on a NATIONAL back order and are slowly coming in one by one.)
  At this time, I offered ****************** a loaner due to the fact that she did not feel safe in her vehicle. She accepted and did mention to me at the time of pick up that she was going out of state and if she could take the loaner with her. I kindly explained that our loaner vehicles cannot go out of state, and she would have to find other means of transportation at that time.She agreed that she would use her sons vehicle and let her son use the loaner.
  On June 27, 2023, the customer reached out to me and asked if she could use the loaner to go out of state, I kindly explained that as discussed, she would not be able to use the loaner to go out of state. She then asked me if she could get a rental with our company, and I explained to her that we do not use rentals at this time. She asked what she was supposed to do because I was not giving her the answers she wanted, I told her the only option is to pick up her vehicle and leave the loaner on hold until she returned. She then got upset with me and a few hours later, her son showed up asking for the *** and miles on his mothers vehicle, which I provided. After that, the customers son left a very long review quite similar to the original complaint stating that I was trying to get his mother to pick up a vehicle that is unsafe, which was not true.
  Per my general manager, I had my employee ********************* call the customer and let her know that what was stated on the review was not true and if she felt this way, it would be best for her to take her vehicle elsewhere since we have not provided her with the service she was expecting.
  They later updated the review and stated that we threatened them to bring the loaner back and take her vehicle, which again, was not true.We have all the conversation on recording, and I can forward that as well.
  The customers son is a former employee here. A lot of what he is stating has no proof as where I do have proof. Please let me know if you need any further information. I have attached all necessary documents.  

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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.

  The dealer advertised the car online for one price, then added almost $3000 for options that were already on the car. Additionally, when they found out we weren't financing through them, they added more fees to the quote.

  Business Response

  Date: 04/04/2023

  -On 03/02/2023 the customer inquired on a Tiguan. Customer is from out of state. That same day, we sent the customer a video of the Tiguan. 

  - BEFORE a quote was sent, the customer did advise via text he had his own financing lined up for the vehicle. So, we were well aware from the beginning, not after the fact as the customer claimed. 

  - We then sent the customer a quote on the vehicle via text. We did show $2395 for the protection package, which we apply on our vehicles. 

  - The salesman called the customer to go over the quote. He advised what the protection package consists of (tint, mud guards, door guards, certification, etc.) He also advised the quote had the ***** taxes and not the ********* taxes, which is where he's from, since we did not have the customers address at the time to calculate the correct taxes and state fees. Customer advised he did not want to pay for the protection package, and he was looking at another in **********. The salesman advised he would talk to the manager working the deal to see if we could help out any on the price of the package. He also asked for the customers address to calculate the appropriate tax rate. 

  - The salesman made another call clarifying what the customer was trying to accomplish. He then advised another quote would be sent out and we would work with him on the pricing. 

  -Another quote was sent via text on 03/03/2023.

  -Salesman called the customer after to go over the updated quote. The updated quote showed the protection package being reduced to $1295. The salesman and customer discussed the numbers. Customer asked about the doc fee (which is applied to all car deals) and non-tax fees (temp tag, state inspection, titling, VIT etc).  That same conversation is where the customer left a deposit for the vehicle and we took it off the market for him. 

  - On 03/08/2023 the customers bank sent us drafting for the amount that was agreed on. 

  -Customer flew in on 03/11/2023. We picked him up from the airport and the customer took delivery of the Tiguan. 

  - Everything was communicated with the customer before they even stepped foot in the door. Nothing was forced. There was no deception, and nothing was "added." The customer had every opportunity to decline the offer and pass on the vehicle. Everything was communicated via text and recorded phone calls. I have attached screen shots of the texts. I have also attached copies of our system showing the phone call time stamps and the duration of each call. Please let me know if there is anything else I can assist with. 

• Initial Complaint

  Date:02/27/2023

  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.

  I picked up my car on 2/24/23. It was a total of 1334 that I had to pay. I drove around the corner and nothing at all was fixed. I kept asking ****** Rodriguez and ***** Wallas Volkswagen Garland if I needed a new alignment and he said he didn't recommend it. I had to get my car towed home the same day because it was not driveable. I am now paying 2500 dollars to fix the things they were supposed to fix and more. They claim they only did a visual inspection, but didn't notice the tire rod that's was broke or a whole host of other things. ****** Rodriguez was very rude, told me to leave the shop, and they were done with me. I would like my money back as they didn't do any work. They charged me to hold my car at the shop and did nothing. I have proof they did nothing. My tire was on backwards and they didn't even notice that.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/10) */ Customer dropped off vehicle on January 24th, her concern was "she had a tire and wheel replaced at some random shop and they said she needed a brake line replaced, she let them do the work and now ABS light is on." That was the only concern given to the advisor, Robert Hill, at time of drop off. On January 25th, the tech diagnosed the driver front ABS wire line was broken and was not installed properly with the bracket that holds the ABS line by the previous shop that worked on her vehicle. During his diagnosis, he also found the driver side outer CV boot was worn/damaged, upper timing cover was leaking, 3 new tires were needed due to tread, and some maintenance items were needed as well. On January 27th, the customer was approved by SUNBIT for a total of $350 for repairs, and she was told that she would come out of pocket about $1000 after that. Customer approved the ABS wire repair. . Customer was left a message same day that repairs would start that following Monday as long as parts arrived on time. Some parts arrived on January 28th and customer called on January 30th to add the driver side outer CV boot to repairs. The customer was given a free courtesy loaner on February 2nd. The rest of the parts came in on February 8th and repairs were started same day and finished on February 9th. Customer was called and we left a voicemail that her vehicle was ready. Customer did not return our multiple attempts to get in contact with her. On February 15th, service manager Rachel Anderson called and text customer to let her know that the vehicle was done and that we needed her to return the loaner she was in due to a very long list of customers waiting in line for one. Customer was told at that time that if she did not return the vehicle that day, there would be a $35 a day charge for holding the loaner. Customer did not reply via text, so service manager tried calling again and got a response from customer that she didn't have the money to pay for repairs that she had approved. I told her that it was fine to leave her vehicle until she had the funds but that I needed the loaner back for other customers. She stated she needed a vehicle to get to work and that she was fine getting charged $35 a day until she returned the loaner. Service manager tried charging card each day that the loaner wasn't returned, and customer had frozen credit card, so we were unable to charge here for the amount of time she had our loaner after her vehicle was done. (11 days at $35 a day is $385 that customer agreed to pay and then did not) I have attached contract that she signed, and it states she agrees to be charged if loaner is not returned within 24 hours of notification that vehicle is ready. On February 20th, another text was sent to customer to ask about getting our loaner back again with no response. On February 21st, another text was sent to customer to pick up her vehicle and return our loaner. Customer did respond and stated, "I get paid tomorrow; I will have it back to you tomorrow." (February 22nd.) We did not see customer on the 22nd, so service manager text and called customer and got a text response that stated "I got paid but I am coming from Plano and won't make it there by 7pm because I get off at 6:30pm. I'm getting off early tomorrow to bring it back." On February 24th, customer text and stated, "I'll be there around 4:30pm today." Customer did not drop off as stated. At this point, the General Manager (Robert Rodriguez) got involved and called customer directly and left a voicemail stating that if our loaner was not returned by the following day, it would be considered stolen, and we'd have to report it to the police. This was the first and only time the GM (Robert Rodriguez) and the customer were in communication. Customer was given multiple opportunities to return vehicle and verify all repairs were done correctly. It wasn't until it was told to her that the vehicle would be considered stolen that she finally returned and picked up her car. Which at this time, she made a scene on the service drive about her car not being fixed properly. We fixed what the vehicle came in for and visually inspected the rest of the recommendations as we do with all vehicles. She did not speak with Robert Rodriguez (General Manager) when she came to pick up her vehicle. So, her claim of what was said between her, and the General Manager is false. Regarding the alignment, that could not be performed as the customer had different size wheels and tires that were installed by a different shop. On February 25th, customer took Trela survey sent to her via text and stated, "I feel like my car didn't get fixed, I'm not even sure if anything was done to it. I'm still paying money to get things fixed that weren't even diagnosed as a problem. My tire was on backwards which means probably nothing was done to it. I am very disappointed in Volkswagen service, and I am filing a complaint with the BBB" Service manager promptly replied to this and stated "At any dealership or shop, they will only diagnose what the customer concern is when the vehicle is brought in. We do not provide free diagnosis for other problems you are having. We do, however, provide a multipoint inspection to things that can be seen visually. As you were made aware of when going over the recommendations prior to your approval. If there was something else you wanted us to look at, it should have been told at check in or when going over recommendations. Would you please provide pictures of your claim that we installed a tire backwards? I am looking at your concerns now and see that you brought the vehicle in for a brake line replacement and the tech found that it was not installed correctly by another shop/tech. He also recommended 3 tires as yours were so low on tread that they were showing cords. It's almost impossible to install a tire backwards because of the wheel/rim so I would like to see how that occurred." Customer never replied with pictures or evidence that this had occurred. Customer is requesting a refund but still owes for the number of days she kept the loaner without returning. Per her contract, she owes this money to the dealership. There are texts to and from customer that can be provided with no problem.

• Initial Complaint

  Date:06/25/2022

  Type:Sales and Advertising 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.

  My family and I visited Rusty Wallis Voltzwagon in Garland, TX today, with the intention of buying a 2018 VW Tiguan at the lot. We drove from North Little Rock, AR and had been communicating with the sales representative (pictured attached) about the intent to buy the car, and to begin the ann approval process. We let them know when we would be coming and our 5 hour drive and that we would like to buy it. The salesperson gave the impression he was holding it for us. When we got in, they said someone had already "bought the car" (to me this sounds like bait and switch) and they have other options, of course the deals were worse on the similar ones. They tried to offer other colors, etc and we were not interested. We asked them to compensate our 10 hours of driving, gas, and wear and tear and they only filled up half of a gas tank which means very little these days. We had already gotten a quote for our trade-in and the management only made excuses with no compensation offered. They were not honest and told us that if we wanted to put the car on hold earlier, we should have put down a deposit, but we were never offered that option or else we would. We are very upset and will not get home until 2 am and only ask that the business compensate full gas, wear and tear, and some compensation for time.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/09) */ To Whom it May Concern, Customer inquired on said vehicle (2018 Tiguan/ VIN ***********XXXXXX) on 06/22/22. From there, the communication started. We always strive to be as transparent as possible, especially when it comes to a customer coming from out of town. We did have an open line of communication, provided a video of the vehicle and tried to make this an easy process for the customer. I did make a few observations regarding this situation. The main thing I see if nothing was for sure agreed upon. We valued the customers car at $12k. The customer stated, which you can see in the attachments she provided, she wanted $13.5k. My sales consultant did say we can try to get close. So, the final number on the trade was still not set in stone. You can also see the customer wanted to be no more than $25k on the Tiguan. The vehicle was priced online for $26,246. I've attached a screen shot of the initial email sent with the price. My sales consultant did advised we can try to help, if they were open to financing. Once again, another important number that was not agreed upon. We did get credit from the customer, but did not submit anything to the banks. I've been in this business for over 8 years and I've had multiple customers come from out of town and not leave with the car for various reasons, such as not agreeing to the price of the car, the trade, the payments, not liking the vehicle etc... I know every situation is different, but these are instances that have occurred. Now, in the middle of their conversations, I do see where my sales consultant offered to send a breakdown to try and get a final agreement, but it was not sent. This, I will agree, is something that should have been done and that we normally do before the customer arrives. When the customer arrived, the Tiguan was in the process of being sold. I have attached proof of that. You can see where the car was marked sold at 3pm and the customer arrived at 3:59. This was not a bait and switch situation. That is not something we do here. As stated above, nothing was 100% agreed upon. Yes, we filled half their tank because that's all that was needed to fill it up. Gas does mean a lot these days, especially since it's at an all time high. We had 6 + more Tiguan's available, but the customer was not happy with the selection. They were either newer, or less miles, which equates to different prices. I am more than willing to see what else the customer is expecting to try and resolve this issue. I never want a customer to leave with a bad experience. Whether a car is purchased or not, I want every customer to leave content and treated great. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate this response. I only ask that Rusty Wallis tries to compensate a bit more for time spent and the gas for the five hour trip to the location. At that point, I will close this and it will be considered resolved.