ComplaintsforPrinciple Volkswagen

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased this vehicle in 2021 and I have not received the title for the vehicle. I attempted to renew my registration for the vehicle when I found out the title submitted by the dealer was rejected. I was then told the rejection was due to the most recent title not being provided. I was told to contact the dealership to get the most recent title so that I am able to renew my registration. I reached out to Principle Volkswagen more than 15 times in a two month time span. I was ignored and given no answers to rectify the title being rejected. I was told they sent the title to the lien holder. No other information or contact after this was given. I also contacted my finance company and they have not received a title for the vehicle as of 12/22/23. They have also received similar results when inquiring about the title for the Buick Encore. They still have not responded with a solution or any update about the vehicle title to myself or the finance company. In addition to sending several emails I have called numerous times where the calls were never answered, no voicemail available to leave a message, and I talked to various Principle Volkswagen employees who made empty promises on calling back with updates.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought ************* protection on my new Volkswagen 11/11/2022. Cost was $1000.00 I canceled Gap protection on July 26, 2023. The finance person was ***************************** but she is no longer there.My refund due to my bank , ********** should be $828.04 and should be applied to my loan.The dealer , Principle Volkswagen, was paid $50.00 for filing the transaction.*** explained this to the dealer but no one will return my calls !*************************** and ******************************* are supposedly finance mgrs . there. Their phone mailboxes are full.Cant reach the **** HIS phone mailbox is full too. Left multiple messages with the operator but no one will respond.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a car for my son. We are out of state..they added what they thought was ** sales tax to the loan. When I registered it in ** I had to pay the full amount of sales tax. Courthouse and loan company tells me that the dealer has to refund over $1200 that was included in the loan. Documentation on emails, phone calls to the dealership with no one calling back or answering the emails this has been going on since mid January.

  Business response

  05/01/2023

  Spoke to guest and will be refunding taxes collected.  Prior staffing issues caused this and we apologize that he had this experience at our store. 

  Thank you.

   

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was sold a car on 12/19/22 under false pretenses; I was told the car had remote start on an app and it did not. I was told if I bring the car back with less than 300 mi they can get me a car that does has the app remote start. I returned the silver ***** on 1/09/23. The new white ***** was purchased 1/13/23 at the date of purchase the car also didn't have any remote start features but the dealership was ordering it as an add on. After 5 trips to the dealer the part being added the car still doesn't have app start and no one will return calls, voicemail, or texts about the issue. On 1/13/23 I was told I would receive a full refund for the *** on the silver ***** which I still have not received. A full refund for extended warranty was to be received and applied to the new loan which I do not know if that was properly taken care of because I still have not received any information for the loan on the new car! On 02/07/23 I received a toll tag bill for over $50 for the silver ***** that I had returned on 01/09 for tolls starting 1/17/23. I text the manager and he had an office personnel call me she notified the toll tag authority that the silver ***** was sold and no longer mine. She was told she had to submit proof of sale and she stated she would that day. I just spoke with toll tag and now the bill is over $200 and they still haven't received any documents or dispute paperwork from the dealership! I still do not have the license plates for the car I've purchased, it doesn't have the app remote start feature, a stranger is racking up toll tag bills in a car I don't own, I haven't received the refunds I was told I would receive and a dealership that will not even answer when they see my call coming in! I have called, left voicemails, other have left a note for a return call, and text messages with no one reaching out to resolve all the problems they have caused me.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Principle VW Service center caused body damage to vehicle while it was in the shop over 5 months. Once the vehicle was returned it had a broken driver's side mirror with a dent in the door. Informed personnel and management and they refuse to fix/ replace the damage they caused.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/05/05) */ This is being handled between the customer, Mr. ********, and the GM of our store. No further follow up is needed. Thank you. Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called and spoke to the GM of Principle VW and received no callback nor any resolution. In fact I was told to pick up my vehicle and they would not correct the damage that was caused while in service. So I have picked up my vehicle with the damage and no other communications. Business Response /* (4000, 12, 2022/05/23) */ This vehicle was not damaged at our shop. Our service manager has been in contact with Mr. ******** regarding this and the damage was not caused by our shop. Consumer Response /* (4200, 14, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle was damaged at this shop while it was in service for several months. We informed the manager/ service advisor the day we picked up the vehicle that we noticed some damage to the vehicle. They had removed this mirror w door panel several times in attempt to resolve another issue and caused this damage while in shop. see attached work order

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put a deposit on a vehicle for sale in Irving, TX. I flew down and drove the vehicle back. Principle Auto took so long to get the paperwork to my county DMV that I was charged a $100 late fee. At the DMV when I protested, I was advised that sometimes this happens, and to submit my receipt to Principle Auto for reimbursement as the delay was not my fault. I have reached out to numerous employees both at the dealership I purchased the vehicle from, as well as their corporate office. Many times my voicemails go unanswered. However there have been times when I was able to speak with an employee. Each time I am assured they will resolve this matter for me, only to never speak to me again. This is wholly unacceptable as the delay was not related to my negligence.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/21) */ We will be in contact with customer to issue refund. All correspondence will be between us and the customer. Consumer Response /* (2000, 7, 2022/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) After _months_ of trying to resolve this issue alone, it took three days from when I filed a complaint with the BBB to receive a check refunding me.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for repair in June. I agreed to the repairs to be done in atleast 3 weeks. The service center called back and said they could not repair the engine. Then they informed me that they could get an engine from the junk yard for no additional cost. They called back between September and October 2021 saying that I owed them more money than agreed on. I informed them that wasn't the original agreement. Then they replied that the guy I originally spoke with was moved to a new location and they could not contact him for verification so there was nothing that they could do to fix it. Now during this time I was renting a car to continue working. 3000 dollars of car rental because the repair time was three months instead of three weeks. Now I am expected to still pay more than original agreement. Plus the loss of rentals in addition to now the loss of job. I can pay the original amount but would like it to be drastically reduced or reimbursed because of the negligence and the hardships caused.

  Business response

  01/10/2022

  Business Response /* (1000, 7, 2021/11/12) */ Our service director went over all pricing with you, this pricing was never changed or altered. We feel we have been very up front and honest with you. Please call us directly for correspondence on this matter moving forward.

*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. ↩