ComplaintsforLewisville Volkswagen

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used vehicle from Lewisville Volkswagen for my daughter on 7/14/2023. The vehicle is a 2021 ******** GLA250 VIN# ***************** with exactly ****** miles on it. I was assured that the vehicle had never been involved in an accident and was told it had a clean Car Fax but the Car Fax report was never provided to me. On approximately 2/8/2024 I noticed that the vehicle was shaking every time it was being driven so I took it to the nearest ******** dealership to my home which was *********************. After a thorough inspection from one of their mechanics, I was informed that the vehicle had been involved in an accident and that the entire sub frame was bent bad along with several other parts that hold the back driver side wheel on. He informed me that had the vehicle been driven on much longer that the wheel would have separated from the sub frame and it could have done major damage to the person driving it and possibly death. In order to fix the vehicle it is going to cost $6,602.96 that is not covered by warranty due to it being involved in an accident that the dealership never made me aware of. I have made several attempts to call the manager of Lewisville Volkswagen and speak to him about making it right but have yet to have anyone return my many calls. Included in the Pre-Owned Vehicle **************************** that was signed by myself and the Finance Manager of the dealership it states the following: Pre-owned vehicles with up to ****** miles (current model year plus twelve years) have received a thorough 168-point inspection. The vehicle I purchased fit this description but there is no way that a thorough 168-point inspection was done or they would have definitely caught that it had been involved in a wreck and that their was damage to the subframe and consequently the tire. I feel that it was extremely negligent of the dealership to sell the car in that condition. It could have killed my daughter.I am asking for the money I paid in repairs.

  Business response

  02/21/2024

  Hello, very sorry to hear you have had issues with the ******** you purchased. Please see the attached carfax you signed at time of sale, which does indeed show an accident. We do our best to provide all available information at the time of sale, Please see the disclosure you've attached which covers this situation specifically;

  "If you have not already received a CarFax report and a signed copy of the Vehicles Certified Pre-owned
  Vehicle Inspection report, please notify your Dealer representative and those reports will be provided to you.
  While reviewing your vehicle history report (e.g., the CarFax), note that vehicle history reporters like ********************** on an as-available basis from public records and other sources that *** contain errors and
  omissions (and not all jurisdictions provide such information). Not all information relative to the history of the
  Vehicle will be in a vehicle history report (for example, the Vehicle *** have been in an accident even if the
  CarFax report indicates the Vehicle has not been in an accident). Neither Dealer nor any vehicle history
  reporter guarantees the correctness of any information in a vehicle history report. You agree that Dealer
  will not be liable for any loss, cost, expense or injury to person or property caused in whole or part based
  upon any information provided in, or omitted from, the Vehicle history report.
  Dealer receives pre-owned vehicles from customers, wholesalers, auctions and other sources. Dealer does
  not know all prior uses of the Vehicle or the Vehicles complete history. Dealer makes no representation
  or warranty regarding the Vehicles history (including whether the Vehicle has been involved in an
  accident or damaged in any way). If any Dealer representative made a verbal representation about the
  Vehicle, it is imperative that such representation be in writing and signed by Dealer.
  In exchange for good and valuable consideration, by signing below, I certify that I have read this disclosure, I
  have been given the opportunity to conduct such inquiries as I *** deem appropriate, and I am signing this
  agreement prior to finalizing the purchase of the Vehicle and that I agree to the terms hereof."

   

   

  If you are unhappy with the vehicle we will be happy to help you trade it in for another solution, but we cannot refund your sales price due to unknown history of the vehicle. Please reach out to ************************* at ************ to discuss this option

   

  Thank you

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lewisville Volkswagen sold me a 2017 ****** Sienna with 58.4K miles for $30000. The next day the battery tested bad and I replaced it. I had it fully inspected and the sway bars are blown, AC blower motor going out, engine coolant level low, and warped rotors (brakes need to be replaced). There is also hail damage on the car, I went and picked it up at night, this wasnt disclosed and not something I could see. They did not disclose any of this to me and I emailed them multiple times and they just said we checked those things and they were fine. Absolutely impossible those things were checked, and if they were, they were fraudulent. Also, they failed to give me a copy of the buyers tag at time of sale. Only upon request yesterday did I receive it and my signature is on a separate page. They refuse to take any responsibility for these things, and without them disclosing any of these things I am left blindsided and with almost $4000 worth of repair to the vehicle. I have plenty of proof of what has happened.

  Business response

  12/07/2023

  Hello, these are some serious allegations being thrown at us with out merit. This client declined ALL warranties offered at time of sale, test drove and inspected this vehicle. Any good will attempts have been stippled by a massive laundry list of items, we simply cannot repair and replace every single item on every used car sold. The tires measure good, the brakes did indeed pass our inspection, the battery tester shown from auto zone says its starts the car fine, those testers are sales tools. It's very unfortunate the amount of buyers remorse and the level of allegations being thrown at us.

   

  Thank you

  Customer response

  12/07/2023

  I am rejecting this response because:   
  

  I have yet to receive any kind of good will or offer to fix anything on the car and have all receipts of those emails. I did not test drive the vehicle as they were about to close. I was not asking for a warranty, I am asking for honesty in sales. The tires I did not dispute with this claim, but if they want to be mentioned one tire was mounted instead of two which causes uneven wear and unbalance. The battery was checked because the car was dimming the lights, and so we had it tested and replaced. No response at all about the blower motor, to the sway bars being blown, low coolant level. Only been getting rejected and neglected for any ask of help. It is absolutely with merit when we have to put all this work into the car for things that were not disclosed. I came at night, and also, am I expected to have machines to test all these things myself? Do you think I should have paid $30000 for a 6 year old car that needs major repairs? I have zero remorse, we bought the exact car we intended and wanted to buy, only remorse I have is trusting Lewisville Volkswagen to disclose these issues prior to purchase as required by law. Have we asked you to take the car back? No. We asked for you to fix or repair these components. After multiple emails from the ** and General Sales Manager asking if I purchased an extended warranty and taking zero responsibility for any of this, I told them I would post reviews and a complaint with the BBB. The General Sales Manager has responded to my reviews just this morning asking to call them when I have stated I specifically want it all in writing. I even told them I would overlook the hail damage and that I already replaced the battery if they made these other things right. I have bought many a used car and never once had issues like this, and any issue no matter how major or minor, the dealership has taken care of even on an as is vehicle. To say autozones battery checkers are a sales tools alone shows how negligent you are being in my concerns.

  Business response

  12/07/2023

  We are very sorry this client has had issues with their car. The tires measured at 7/32nds which is 70% of their original thread. The Battery worked fine when the car was here, the brakes measured good when the vehicle was here, the power seat motor works, The Hail damage was indeed seen by the client when he was here, our manager *********************** talked to him about it. The fact that the client choose to come in at night to purchase a vehicle doesn't put additional liability on the dealership. The **** system "makes a slight noise at idle" per the original email complaint received. We simply cannot repair every slight noise, any item that is "going bad" and replace ********** that is at 70% depth or this vehicle would have cost thousands more.

   

  If you send the receipt for the battery, we will refund that for you as a one time good will measure, or if you'd like to come trade in the vehicle we can work on a new approval.

   

  Thank you

  *****

  Customer response

  12/07/2023

  I am rejecting this response because:   
  

  I have uploaded documentation from ****** about the ** blower motor issue, I also have uploaded the documentation for the battery. I also have yet to hear a word about the sway bars. I also did not file a BBB complaint in regard to the tires OR the seat motor, that was an email conversation prior to having it fully inspected. After inspection I sent over the paperwork also about the coolant being low. Nothing at all was addressed. Also, I never once was disclosed the hail damage, not once. I did speak with *********************** who did my paperwork, but hail damage wasnt apart of that conversation. If hail damage was disclosed I would have negotiated the price which I did not. I do not want to trade in, I do not want a different car I want this car but I want it working like advertised. I currently have it at ***************************** for a full brake check and to fix the coolant levels. I understand used cars arent perfect, and I dont expect them to be. I do not expect to have major issues wrong and to have to turn around and replace the front brakes, coolant exchange, blower motor, suspension sway bars, and to buy at least one more tire to make the car even/safe because of cutting corners on doing things right. I understand ** probably out of luck with the tires, I get that, thats on me. All I complained about in the email you are talking was the tires being low compared to a new tire and the issues that caused a vehicle. I was not aware of the exact issue with the ** or the suspension issue until yesterday, to whichI sent an email with documentation to the managers and received no response. I have driven this car for a week, about 600 miles because of all the places Ive had to go extra. I absolutely dont mind uploading more documentation later today since Im getting more. I am a very honest and ethical person and expect the same from a large business. Never once have I even filed a BBB complaint, but selling a car with safety issues and not disclosing things is a huge problem. I also will not be purchasing any other vehicle from yall and a trade in implies that you will give me a marked down value for the car that you sold me with issues. *** already stated, I dont want another car. I want the issues I addressed yesterday and with the BBB to be addressed. I want to be reimbursed for: ** blower motor, seat bars, coolant exchange, front brake job and the battery. *** already said I would dismiss the hail damage if you fixed the other things, but if you want to sit here and deny deny deny and be unethical, I will make sure every single issue is addressed. I have all the paperwork and quotes/receipts for these services I had to do. I also bought new tires, but again, thats something I just have to deal with because I apparently have much higher expectations for whats best for a car than Lewisville Volkswagen. A simple ****** search will show you why you dont just replace one tire. But since there are no legal ramifications of just replacing one tire, I have no complaint about that. If you could please actually read my BBB complaint and emails from yesterday and address those concerns, I would be a lot happier than you bringing up an email I sent days ago when the brakes started making noise. Ill upload info on the brakes after Christian ******** does their inspection. Thanks.

  Business response

  01/05/2024

  Hello again. We have spoke to ***************, the quoted items from them are mileage based interval services, the store has no history of those items being done so they propose them based on time and miles. ** 12/6 the tires and brakes are checked off as good at ***************, yet on 12/7 you replaced them. The battery test provided shows that the battery was working. The ** system and the ********** are exactly as they were upon inspection and purchase of the vehicle. I am very sorry you are so unhappy with this vehicle, but had we replaced every item on a used car the makes any noise we would have to charge a fortune to our customers.
  
  I am sorry, but we will not be able to reimburse you for these items. 
  
  Thank you
  *********************

  Customer response

  01/05/2024

  I am rejecting this response because:   *****, this is absolutely a lie and you know it. ************************** told you and I HAVE SENT PROOF MULTIPLE TIMES. About the BLOWN SUSPENSION and BAD AC MOTOR. The tire tread was good, the brake depth was fine, that absolutely does not mean nothing else was wrong with them. The van has been sitting for weeks because it is so unsafe to drive because of the suspension issue alone. I have been waiting for WEEKS for a response after I was contacted that you wanted to make a deal after the dmv sent you a letter of investigation. Absolutely disgraceful and unethical. Also, still ZERO acknowledgement about the hail damage. Also, the battery tester SHOWS THE BATTERY RESERVE IS BAD. If you do not understand what that means, you should not be in the car business *****. You and your dealership has caused nothing but stress, harm and mental anguish to my family. 

  Business response

  01/05/2024

  I am sorry you feel that way. I believe the *** has investigated your claims. The hail damage was indeed on the vehicle when you looked at it and purchased it.

  Customer response

  01/05/2024

  I am rejecting this response because:   Im sorry you feel that way. Tell me *****, if you bought a car that had blown suspension parts (we will just focus on this one aspect of my complaint for now) and that was not disclosed to you, and you and you and your FAMILY drove the car - how would you feel? Then when you contact the dealership they take zero responsibility for anything at all. Also, you really should go through this entire BBB claim and read it again. I really do not think you read anything I write since your responses do not even align with what I am saying. I really implore you to take a good look in the mirror and think about who you are as a person, ethically and morally. Think about who you are working for. Think about what you are doing with your life. Life is too short to put other peoples lives at risk and not be ethical. I do not live my life this way. At the end of the day, the most important thing is that maybe I can save at least someone from doing business with yall. Maybe something good can come out of this. Thankfully for me and my family, we were diligent and smart to get things checked out. Im not going to keep wasting my time repeating myself or arguing with you about the same things over and over and over. At least people can see how you treat your customers and this will be public record. Thats all I can ask for now since Im not even being properly responded to and you are not even responding to my complaints in any kind of logical manner. Bad business *****. I pray for all of you to find your way. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 2017 Acura ILX from Lewisville Volkswagen on August 18th, 2023. The details of that interaction can be viewed here ************************************************* The phone number provided in my, as well as all other review follow-*** is not a working phone number. As mentioned in other reviews, calling directly to the store and requesting to speak with someone is always met with he is in a meeting.At the time of my vehicle purchase, I was guaranteed ozone treatment to be performed on my car. This has not been done. This was a contractual component of my purchase.Additionally, my car was not furnished with floor mats, and I have been told multiple times that this issue will be looked into and someone will get in touch. Nothing has been done.Lastly, I did not consent to any pull on my credit as I had already been pre-approved for my loan, and this business hit my credit with 2 unauthorized hard inquiries.This business is intentionally providing a non-working phone number so the optics indicate that they are righting customer grievances but it all remains unaddressed.

  Business response

  09/27/2023

  Hello, Pre Owned vehicles come as equipped unless on a "we owe" (promissory document) I will have the team reach out to schedule the ozone treatment, its a simply process and we own the machine so really we just need the car for 2 hours anytime that works for you. I'm not sure where the misunderstanding was on the credit application, we do have a signed credit application in the file and would never pull credit with out one. We run it here to clear federally required red flags and OFAC processes. Additionally, you may recall your lender Datcu did not have the terms available so we took a credit application and sent it to TD Auto Finance as per the conversation during negations. I do not want to attach the credit application for protection of your personal information, but we can provide it upon request. ***** has informed me he's been in touch this morning, his direct line is ************.

   

  Thank you

  Customer response

  09/27/2023

  I am rejecting this response because:   
  

  I have already had the ozone treatment performed as I have now owned the vehicle for 40 days with no action on behalf of Lewisville Volkswagen. Therefore, I would like to be credited for my expense. If not providing floor mats sounds like how you want to do business, I will let that go.
  

  As for the credit reporting, as the paperwork was handed to me, ****** said this is your consent for us to run your credit to which I said I dont need you to run it, though. *** already got the financing and he assured me that he understood and it was something necessary for executing the pre-established agreement with DATCU, nothing additional would be done. ************* lying is not a problem I caused.

  Business response

  09/27/2023

  Please email over your receipt for the ozone and we will refund a reasonable expense. If you dispute the inquiries with the credit agencies, they send us a document asking for **************, If I simply don't respond to them then normally they remove the inquiry. We will train on this situation and use it to grow our team.

   

  Thank you

  Customer response

  09/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a platinum warranty with my car. I have moved out of state and no longer want my warranty. I want the remaining money to be refunded to me as is my right as stated in the warranty itself. I've called and spoken to ***************** at Lewisville Volkswagen 3 times and he agreed to email me the form required to fill out to cancel the warranty and receive my refund. He asked me to send him an email with my VIN and mileage. I did that and sent it on 5/1 -I received no response so I called again and was given a different email for him. I sent it to him 6 times at 2 different email addresses ********************************************************************** Still no response, I called again and left him a message, then called again and spoke to another finance employee named *********, who said he'd get *** to call me but I never heard from him. I finally spoke to *** yesterday 5/19 and he said he'd cancel and refund me, I asked why I didn't have to be sent the form to sign as he originally told me, and he said he took care of it. I asked for confirmation of our conversation via email and have not received anything. The cancellation was to take affect the date of my original written notice, and refund amount pro-rated from that date, which was 5/1/2023. As a ********* resident the warranty also states that if I have not received my refund in 45 days from original request that the dealer is required to pay a 10% additional amount as a penalty. The warranty "Multi-Coverage ************************** Contract Volkswagen Drive Easy." Tire, wheel, ***************** protection. I want my refund, written acknowledgement of my request and refund check pro-rated from 5/1 on the remaining amount of my warranty. Purchased on 10/15/2021 for $1,829.79 as 48 months of coverage. 18 months have passed and I have 30 months to be refunded immediately which I expect to increase by 10% if I do not receive by 6/16. Warranty and emails attached. *****************************************, ** *****

  Business response

  05/22/2023

  Hello, I'm sorry to hear of the lack of communication by our team. I will get with ************************* and make sure it goes out ASAP. ********* law does not apply to a service contract purchased in *****. thank you

   

  ****************** be reached ************ or *********************************

   

  Customer response

  05/22/2023

  I am rejecting this response because:   The car, lease and warranty were transferred to ********* because that is where I live. I was required by Volkswagen to transfer the lease to ** which was also purchased in **, why would the warranty not be the same? believe ** law applies. Also, I don't know who ******* is but as resolution I clearly requested that I receive an email with the date of warranty cancellation documented as 5/1 and the amount owed to me pro-rated from 5/1 documented as well -- NOT a name and number that I have to call to continue to fight for my refund. Its the businesses responsibility to send me my refund and inform me of how I will receive it.

  I received a message from ***************** talking about a trade-in and odometer number which has absolutely nothing to do with me. Since I've spoken many times to him its shocking that he still doesn't understand my request. I called him back and he said he's going to email me a form (which is what I asked for 22 days ago!) and on it state the amount of my refund. I am currently awaiting that email and will reject response until it is received. 

  Business response

  05/22/2023

  The name and number is for ***'s direct supervisor and the individual who is going to help process your request. The warranty can be prorated to the day we got notice. We need a formal document verifying the miles, as the miles and time are both prorated. Did you trade it in? If not a recent state inspection or service RO will suffice.

   

  Thank you

  Customer response

  05/22/2023

  I attached the original request email including VIN and mileage as asked for 5/1. I have also sent that email chain via email to *******, ***'s supervisor. (and attached again here)

  ********* does not have an "inspection" requirement. I stated I don't know what a service RO is, let me know if I need to swing by the Volkswagen dealership here to document the mileage and you can pro-rate the mileage by an approximation back to 5/1, given that I listed the mileage in the email I sent to *** 22 days ago.  (Attaching that email again here)

  Still have not received the form you need me to fill out and sign via my email.

   

  ****

   

  Customer response

  05/25/2023

  I am rejecting this response because:   

  I attached the original request email including VIN and mileage as asked for 5/1. I have also sent that email chain via email to *******, ***'s supervisor. (and attached again here)
  
  ********* does not have an "inspection" requirement. I stated I don't know what a service RO is, let me know if I need to swing by the Volkswagen dealership here to document the mileage and you can pro-rate the mileage by an approximation back to 5/1, given that I listed the mileage in the email I sent to *** 22 days ago.  (Attaching that email again here)
  
  Still have not received the form you need me to fill out and sign via my email.
  
   
  
  ****

  Business response

  08/09/2023

  Hello, *********************** has a text on 5/25 where he told you it got cancelled. VW credit cashed check number ****** for $1073.25 on 5/31 which was issued on 5/25. You will see your balance come off the back of your lease. 
  Thank you

  *********************;

  Customer response

  08/14/2023

  I looked into my loan with VW and the refunded amount of the warranty -- it shows as an additional payment on my loan for $10. I have reviewed the business response and accept this resolution. Thank you - ****

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to pay to tow my car to VW in September after being stranded multiple times over two months and then the car stalled out twice. I had already replaced the battery, alternator, and my ex told me he replaced the fuel line I bought as well. (He didn't do this though I found out later.) My car had been leaking diesel fuel and due to this, it isn't safe to drive long distances. I live 2 1/2 hours from the dealership. I also bought my car there and have had all maintenance done there until I moved so far away. (Now it's done at my own house when possible since even an oil change there is over 75.00.) When I towed it to the dealership, I wrote EVERYTHING down that had been done to the car, which was already starting again after all the work done at home. I had to pay 1000 for a rental because they had the car for over a week and then said they couldn't reproduce the problem. Diagnostics was another 180.00 just for taking my car to them. If they had just LOOKED at the diesel fuel line on my 2013 TDI (which for some reason lands right in the middle of Dieselgate but for some reason, they happily sold it to me 3 years ago without ever mentioning anything about that - a court case involving guess what! LEAKING FUEL LINES IN TDI MODELS)... they would have seen that there was diesel everywhere, corrosion and even melting on the line - obviously NOT a new fuel line. I specifically asked them to check everything because I needed my car to be reliable since I live in the middle of nowhere and live alone at that. A few weeks ago, the line starts leaking again!! And I find the fuel line I had bought that was supposedly put on the car, in the garage,. Great boyfriend right. The leak was super bad so I had the line replaced at home. There is still a leak though and they do not want to pay for it this time, what i paid for already. Diagnostics. Tow. Rental. They said its unreasonable for them. But not for me?? My best friend died yesterday and I'll miss the funeral. Thanks VW.

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2022/11/09) */ All the repairs we did were authorized and completed. The fuel line was not replaced, and then the client replaced it at home in their garage, we simply cannot warranty this fuel leak that we did not repair. We absolutely cannot tow the vehicle past 4-5 other VW dealers and across state lines to repair an item the client did themselves. As we told the client we will be more than happy to look at, diagnose and repair this fuel leak if the vehicle is brought in to us, or Oklahoma City has a VW store that is much closer if that is less expensive in tow bill. Consumer Response /* (3000, 7, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is no repairs were done when I hauled the vehicle to Lewisville myself and paid for the tow, rental, diagnostics. And gave the dealership a list of everything that has always been done and specifically asked them to check everything because I am a single girl living in the middle of nowhere and need a reliable vehicle. The diesel line was included in that list. So what repairs did the dealership check from that list? Again, the diesel fuel line was on that list. Yes I did these repairs myself. Because the dealership did not. After I already asked them to check EVERYTHING and they DID NOT. Business Response /* (4000, 9, 2022/11/14) */ Please find signed repair order with detailed information on the items we fixed. Also, clients letter noting that multiple people have been under the hood of this car, and her own admittance that the fuel line was fixed in her garage. Ultimately, we cannot tow her car 1k miles and pay for a rental to fix a repair that we did not do. If she brings it in to us we will be happy to look at it and i will waive the Diagnosis fee. We only charged $181.08 while it was here thank you Jason V****

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 Volkswagen Taos from Lewisville Volkswagen on 7/9/22. The invoice on the car listed a charge of $495.00 for window tent and the windows weren't tinted. Lewisville Volkswagen said that they couldn't tent the windows on the 9th because they didn't have a tint person available. It was agreed to that Lewisville Volkswagen would arrange to have Fowler Volkswagen, near our home, do the tinting and provided us with a "We Owe" sheet to that affect. Fowler Volkswagen refused to do the tinting because they would have to have a third party do that. We contacted a tint shop directly and tried having Lewisville Volkswagen honor their agreement to get the windows tinted with that shop. When the tint shop contacted Lewisville Volkswagen directly about arranging payment for the tint, Lewisville Volkswagen said they would only pay $200.00 because the only windows that didn't have tint on them were the front two. None of the windows have tint on them and Lewisville Volkswagen is trying to get out of our agreement. At this point, I just want the $495.00 tint charge refunded so we can get the windows tinted. If we had known Lewisville Volkswagen was going to mess us around on this, we would have demanded that the $495.00 tint charge be taken off the price.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/18) */ Hello, we have refunded the $499. I apologize you had to go through this. You can expect the check in 7-10 days. Please let us know if you need anything else. Thank you Jason V**** General Manager

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my wife bought a brand new car in mid October 2021. The car that was given to us had a check engine light 20 minutes after we left the dealership. We drove back there and they replaced the car with exact same one except this time, they did not fill my gas tank. Sales rep said "he prefers to not do the same thing he did earlier" like fill gas tank and car wash (etc) (coz of the check engine light) and told us to just send us a picture of gas receipt and will reimburse us. Understandable and we agreed to this. Sales rep also said that since car did not come with floor mats, to get something we like somewhere coz all of VW mats were back ordered. and will reimburse us. We Also agreed to this. Sent sales rep Andrew the picture of gas spent to fill tank same day we got the car and about a week after, sent him receipt (picture) for the floor mats. I made several follow ups about the reimbursement and now it's already mid January and I have not received anything. Andrew replied to me lately saying the check was sent out weeks ago BUT unable to provide me with tracking number. I feel I'm getting a run around and being lied at.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/01/28) */ Contact Name and Title: Jason V**** GM Contact Phone: 9725380681 Contact Email: jv****@boardwalkautogrooup.com Hello Mr ******. Thank you for bringing this to my attention, looks like my team dropped the ball. I have found the invoices and my GSM Hussain Jafri has a check request and will get the funds issued and sent out to you Monday. I apologize for the delay and frustration and look forward to resolving this matter right away. Thank you Jason V****

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past year I have had mechanic issues with my 2014 Volkswagen Passat. I've taken my vehicle to the Lewisville dealership for repairs since I bought the warranty. The repair order of my recent visit is #XXXXX. I reported that my concerns were the AC unit/ heater connection, the engine sound, and the brake pedal. When I got my vehicle back I noticed the splash shield was missing so I reached out to my advisor. When he failed to help me I took my concerns to the service manager. He then followed to ask my if my splash shield was covered under warranty. I preceded to ask him why if i paid for a certified pre owned vehicle, why am i dealing with all these technically issues? His response was, " if you're a mechanic, why didn't you check it before buying it" I've reached out to the service manager and have not received a solution to my problem. What I want now is for my vehicle to fixed and for my splash shield to be retuned to me. If possible I wish to sell or trade my vehicle in because I do not want to deal with this dealership anymore.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/01/25) */ Hello, we have reached out on 3 occasions and asked for the car to be brought in so we can correct the belly pan. ***** ***** called yesterday and the client states they will not bring it in.as for all the other items they were all covered under warranty and taken care of when it was in here on 12/08/2021

*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. ↩