ComplaintsforVolkswagen of Clear Lake

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Daniel G. ****, bought a used 2013 BMW X1 for $8000 on Monday October 2,, 2023. from Volkswagen Of Clearlake in Clearlake, Texas which is a subsidiary of ***** **********. ***** ********** has a corporate headquarters in Charlotte North Carolina He test-drove it and he liked it but the brake light, check engine light, and tire sensor light were on. They told him they would fix these items if he wanted to buy them. He agreed and also agreed that after these 3 things were fixed it would not come with a warranty. He again agreed. They kept the car for 3 days and called him to let him know it was ready. Once he got there all 3 lights were still on they reassured him that they would go out within 40 miles. It did not. He took it back and they informed him it came with no warranty. Understood but the items were not fixed which they guaranteed that their service center would fix. We have been fighting with them ever since. They should at least warranty their service work which they have refused. Now it is sitting at another service center and needs $2500 worth of repairs. Not only did their service center not fix it but their attempt made the problems worse. They were not even capable of installing the brakes correctly. I want to warn anyone considering any type of business with this dealership they will break your bank. They do not care at all about customer service. You can call me at (************ or Daniel at (************ if you want even more details about this dealership. We are an open book

  Business response

  10/19/2023

  Volkswagen of Clearlake in Texas is not a ***** ********** dealership. 

  Business response

  12/28/2023

  After addressing the customer complaint. On or about November 16th, 2023, we invited Mr **** and his associate to our store to discuss the issues with the BMW. It was determined that the customer had taken the BMW to an outside repair shop, where the customer was told the work we performed was not done. We provided the paperwork that refuted the outside shop claims. We were able to negotiate a settlement which was agreeable to both parties. 

  It is our understanding that no other steps were anticipated or expected after our meeting,

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased two brand new vehicles in February 2023, from this dealership. A 2023 Volkswagen Tiguan as well as a 2023 Volkswagen Atlas Sport. On September 6, 2023, while driving on the freeway in Houston, My Atlas Cross Sport panoramic sunroof literally exploded. Causing a loud noise that frightened myself and my minor children in the car. Up until this day, my daughter is terrified to open the sunroof of our other Volkswagen vehicle. I contacted Volkswagen Care to request a claim be open and to potentially have it repaired under the vehicle's warranty. I dropped my vehicle off on the next available appointment the service department had, Monday, September 11th. I received a call and text from my service advisor Juan on September 13th at 8:53am. Stating the vehicle will not be covered under my warranty as well as the repair estimate. I returned Juan’s call at 11:09am, left detailed voicemail requesting call back and call again, both cell and office phone at 3:02pm. Still no call back. I called the Customer Service manager David at 3:03pm. Left a detailed voicemail. Received a call back at 3:18pm. He stated that he hasn’t received any updates but will update me once he receives one. I explained to him to detailed text message and voicemail I received from the advisor Juan. He stated he will talk it over with him and return my call. Here we are, the following day. Still no call back from the advisor or the customer service manager. I’ve requested at least a loaner vehicle and each time they state they do not have one available when I saw with my own eyes, a loaner car being returned by family when I dropped my vehicle off on September 11th. This is by far the worse experience I’ve had with a dealership and regret even purchasing not one, but two vehicles with them. I'm requesting immediate communication from this dealership regarding the reason my claim was denied and a loaner vehicle immediately.

  Business response

  09/14/2023

  This Customer brought in her Atlas because the sunroof shattered. It was determined that the reason it shattered was not a factory defect. She was informed that warranty does not cover glass and that she needed to contact her Insurance agency. We are waiting her insurance company to respond.

  The separate issue with her Tiguan A/C has been addressed and found to be operating as designed.

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  I have yet received a call from the dealership regarding an explanation of why they are saying the warranty claim has been denied. I spoke with Volkswagen of America, case manager working my case, and they stated they are still reviewing the case, and they have not denied the claim. Who told you the claim was denied? I received only a text message from the advisor telling me the claim was denied. No reason was provided. He texted if I would like to move forward with the repairs or need them to get in contact with my insurance. I never gave him or anyone at Volkswagen of Clear Lake permission to contact my insurance. I called my insurance to ensure they did not make contact on my behalf without my permission. Again, no one has called me to receive any permission to move forward with contacting my insurance. I received a call from Jeff ****** Director of Operations but missed his call by two minutes. I called him back immediately and received his voicemail. After leaving a detailed message and calling twice again, still no call back. I never mentioned any issues with the 2023 Tiguan in this complaint. But since it was mentioned, how do they know the issues were resolved? I never received any documents showing what tests were done or what was checked. Do they have a copy to provide to me? The air is still blowing warm with the a/c circulation button pushed so how is that issue resolved? None of the requests made in the complaint has been resolved. 
  
  Regards,
  
  ******** ******
   
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Disappointed in service - after almost 4 weeks of waiting my timing repair under warranty was incomplete & leaked oil. Sales agent (Luke Masselink) was advised & sent photos of leak and told me that technician found no leaks. After returning and asking for his supervisor, I returned and vehicle was put up in the air on a lift - leak was present as I said. I have extended warranty which covered repair & am concerned why it was not checked and why sales agent (Luke) told me I had no leak after I sent photographic proof. I do not trust that my vehicle will be repaired properly; as, it took me to inspect the vehicle. These are deceptive business practices - I do not recommend anyone take their ** vehicle to Clearlake ** of Houston for repair. Sales advisors and technicians ar disingenuous. Arguably Since my vehicle has a full extended warranty, it raised the question why wasn’t the job be done right the first time. Moreover, the repair shop received full payment for an incomplete job! I was lied to three times about the vehicle being finished and having no leaks. Essentially, I have lost confidence in this dealership and as a whole. As a consumer and member of the Federal service, there is no greater dilemma and frustration than knowing that the sales agent and mechanic (technician) did not care enough to take care of me as a customer. Also raises the question of whether or not the did any repair? I have lost time from work, significant appointments and spent countless dollars on airline tickets, hotel stays and rental cars to no avail. No one should have to endure such hardships ever! While, the service managers seemed responsive to me when I came in the third time, I have a sour taste in my mouth about the overall level of customer service provided. Deceptive business practices and flagrant repair of a customers vehicle is unacceptable! Remedial training is needed by employees and integrity based training is needed.

*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. ↩