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:01/16/2025

  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.

  In Feb of 2024, I purchased a certified used ** Arteon. The vehicle has 49,*** miles and I was told it had factory number to number for a remaining 10k miles or mid 2025 timeframe. The finance person offered a 100k **** warranty for roughly $2500. I agreed and purchased.The 100k mile warranty as it turns out is only good for 15 months, running out in May of 2025. I was sold a worthless warranty. Now the 3rd party company wants $4,000 more to cover the car to 100K miles.This is not the only pricing problem I've had with this car, but this is the most agrigious case of bait and switch I've ever seen. Who will drive 50k miles in a year? If the warranty was more it should have been disclosed then, where I would probably have purchased.

  Business Response

  Date: 02/17/2025

  ALL HE WANTED WAS TO MAKE SURE THAT THE 100K MILE WARRANTY HE BOUGHT WAS INDEED GOOD UP TO 149K MILES OR 7 YEARS.  EASY CARE WAS TELLING HIM SOMETHING DIFFERENT.  WE ARE CURRENTLY RESENDING HIM ALL THE DOCUMENTS SHOWING WHAT HE INDEED DOES HAS. 

• Initial Complaint

  Date:12/06/2024

  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.

  My husband and I drove about 90 miles to do business with this dealership again. We were ending our lease early and looking to finance a new car. I had already informed them I was pre-approved with Capitol One, but they ran my credit through at least 7 other lenders anyway. The vehicle we initially were looking at we were told was "too expensive" and that they could get us into the next trim down. After several hours of going back forth and informing them that we would just leave bc the price wasn't what we wanted, the finance team finally settled on a vehicle and price. Once we got to ******' office, the dealership manager named **, let us know he had good news and bad news. The good news was he got us less months on the car but the bad news was the payment was higher. He told us bc of this, he added in an extended warranty for us with NO EXTRA COST. I said we didn't need it, but he talked my husband into stating it was at no extra cost. Once we got home, I plugged in the flash drive where they load your paperwork, and immediately noticed an amount of almost ***** added for an Easycare extended warranty. I contacted our salesman and he stated I would need to fill out the cancellation form. I sent it to him in an email to his vw account which he insisted I resend to his personal Gmail account. After about a week and not hearing anything back, I contacted the dealership again this time asking for ******. ****** informed me that our salesman Keagen hadn't sent him over the paperwork so I filled out an additional form and also sent in the initial cancelation form. I sent a followup email to ****** a week later who told me that it was sent to accounting for processing. Here we are weeks later, and still no adjustment to my ** Credit account with the extended warranty amount taken off. I see yall do this often and have multiple complaints on BBB. Wish I had done business somehwere else because you are BEYOND shady. You owe us an adjustment of $6,819.95.

  Business Response

  Date: 12/06/2024

  Spoke to client. This, has been resolved.

   

  Thank you

   

   

  Customer Answer

  Date: 01/21/2025

  This issue hasn't been resolved. I've been in contact with the finance manager who sent me a photocopy of a supposed check that was sent to VW Credit on 12/31/2024. ** Credit has yet to receive this check and today is Jan 21, 2025. It has almost been 30 days since the check was supposedly mailed. I have tried contacting ****** to ask how they sent the check. Surely it would have been sent certified to ensure the recipient would get this due to the dollar amount. I'm aware the accounting department is handling this, so I've emailed someone as well without any response. I am still due $6,819.95 to ** Credit for this extended warranty that was canceled. 

  Business Response

  Date: 02/13/2025

  Everything was resolved.  We cut a check to Volkswagen credit to apply towards the loan.  I spoke with the customer and she said everything is good as well and willing to use us again the future.  

• Initial Complaint

  Date:11/20/2024

  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 purchased a '24 VW Atlas Cross Sport off the showroom floor on 9*20/24. Met w/ finance mgr ****** *********, he stated wheels needed to be covered by a warranty and offered ********************* as the solution. This warranty would cover the custom wheels/tires. I would be offered a loaner while my car was in for warranty work at no ****** wheel was damaged by a pothole 2 weeks ago. I delivered the car to dealership 11/12/24 & was given a loaner. I was then contacted by service agent notifying me warranty doesnt cover my wheels. I contacted ********* for an explanation. Their claims manager stated warranty only covers OEM and similar sized wheels and tires. ****** B later later said hes never had issues with this warranty it is supposed to cover the wheels. Said GM ** and get it handled.****** later stated warranty had "recently" changed and the wheels not covered, offering $1250 refund. GM TJ later called, same story. Offered refund only to the lender, not to me. OR trade out wheels to factory less depreciation & damage. Or trade for another auto less depreciation.I contacted *********, again to learn revision date of policy. 9/2016. Dealer using deceptive trade tactics, or are negligent in selling wrong products.Since learned dealer has a reputation for this. I've since emailed Brandon Tomes, owner, no reponse. The ** has to push claim thru using reinsurance, dealer owns "insurance ***************** ******** only program admin. ******** adjudicates claim per contract. Exceptions/goodwill at reinsurance company discretion. My car awaiting repair at dealer, I'm being threatened by an penalty of $80/day to return the loaner car, and need to find my own transportation if I am uncomfortable driving the Cross Sport w/ damaged wheel.

  Business Response

  Date: 11/21/2024

  We have already addressed this matter. It is unclear what additional assistance the client requires from us. As a courtesy, we have paid for and ordered the necessary parts at no charge to the client. Additionally, we have processed a refund for the optional tire and wheel policy the client purchased. Since the vehicle was financed and has not been paid in full, the refund must be sent to the lender.
  We remain willing to assist further to the best of our abilities

  Thank you

  ** ******

  General Sales Manager

  **********

   

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because:   It was clear to the dealer when I made the purchase, I wasn't interested in the vehicle without the wheel warranty, but the warranty they sold me didn't cover the wheels on the vehicle.  To resolve the issue in a satisfactory manner, the dealer needs to locate a warranty that will cover the dealer added wheels and tires at the dealer's cost, or refund the transaction all together since I feel the transaction was made in bad faith by the salesman.  The dealer claims they recently changed their warranty products and were unfamiliar the warranty didn't cover the custom wheels and tires. I will not do business with this dealer in the future if their salesmen aren't familiar with the products they promote.  That is poor business.

  Customer Answer

  Date: 11/26/2024

  FYI, the vehicle was recently involved in a collision on 11/21/24 and is currently inoperable awaiting insurance investigation.

  Business Response

  Date: 11/26/2024

  We are more than willing to assist the client. We have already offered a refund for the ancillary product purchased after the vehicles pricing was agreed upon. Additionally, we offered to cover the cost of the existing wheel and tire issue for the client.
  While it is unclear how much more the client requires, we remain committed to assisting to the best of our abilities.
  Thank you
  

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because:  In addition to covering the replacement cost of the damaged wheel and tire, (which might not be necessary since 2 wheels were damaged in the recent accident), I will still be driving a vehicle without tire and wheel warranty coverage.  To properly resolve the issue, the dealer will need to provide a warranty that properly covers the wheels and tires they installed on the vehicle, at their cost.

• Initial Complaint

  Date:11/19/2024

  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 applied for a corporate position at the Brandon Tomes Volkswagen of McKinney in which they hired me on as a sales women. Then within 2 weeks of training, I ended up with a new car with loan interest of $44,967.74 for a 2022 Volkswagen Taos. I was told my other Volkswagen Tiguan was in the whole and I needed to pay "too much for it" so I should just sell it since it was was not "drivable" I should have never signed a contract while being mentally ill and with my diagnosis, which they were fully aware of.

  Business Response

  Date: 11/21/2024

  We have been in communication with this client, who applied for and was hired for a sales position. At no point were we informed of any pre-existing health conditions, which she is now claiming. After experiencing issues with her car in -service, she expressed an unwillingness to pay the service bill and explored the option of purchasing a vehicle to avoid the repair costs. Following approximately three days of discussions, she proceeded with the purchase of a vehicle, during which we extended an exceptional deal to her.
  Her assessment of our company and her transaction is inaccurate. We have consistently demonstrated understanding and empathy regarding her situation. During a recent conversation, we offered her all possible remedies and remain willing to assist her to the best of our ability.

  Thank you

  ** ******

  General Manager

  **********

   

  Customer Answer

  Date: 11/22/2024

  I am rejecting this response because:   
  

  I am paying $33,000+ on a 2022 Volkswagen Taos due to negative equity which was not the case and has been proven. I would like the $7000+ to be taken off. 
  

  I have documentation to show my mental illness and disability to prove how I was ill during this time and the application that I filled out to be in corporate, not sales. ** and his team were manipulating and did most definitely take advantage of me during this time. 

  Business Response

  Date: 11/22/2024

  The client has been provided with all available options regarding the vehicle purchased in July. If she wishes to meet with me and bring her authorized representative along with all relevant documentation, we would be happy to discuss her options with both her and the representative. We remain willing to assist to the best of our abilities

  Customer Answer

  Date: 11/22/2024

  I am rejecting this response because:   
  

  I do not have a representative. I have documentation that proves my mental illness during the time in which you all took advantage of my illness and had me sign off on a $33000+ red Volkswagen Taos thats not even worth $20000. I also have where I reported the other vehicle to the ******************* Is that enough documentation for you to take off the $7000+ from my responsibility due to it NOT being my responsibility to pay that? 

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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.

  Complaint Type: Vehicle *************** Business Name: Brandon Tomes McKinney Volkswagen Location: McKinney, TX Description of Complaint:I am filing this complaint regarding Brandon Tomes McKinney Volkswagen's failure to address the financial implications and status of my 2023 Volkswagen Atlas (VIN: *****************) lease following its early termination by Volkswagen ******************.Key Issues:1. Financial Impact and Lease Status Concerns:- Volkswagen ****************** terminated our lease and marked it as "paid in full" as of 10/29/2024 - Documentation from ********************* confirms: * Zero balance letter dated November 1, 2024 * Turn-in confirmation letter dated November 1, 2024 * Settlement invoice showing $0.00 balance - Despite multiple inquiries, Brandon Tomes VW has failed to: * Acknowledge or address the lease termination * Provide clarification on financial implications * Respond to requests for management escalation - Early termination has negatively impacted credit scores - Dealership appears disconnected from ** ******************' actions 2. Safety Issues Leading to Termination:- ************ visits (9/18/23, 03/25/24, 08/30/2024, 10/28/24) for brake system issues - Critical brake problems only identified on fourth visit - These issues led to a near-accident involving family members - Unresolved recall since 06/19/2024 for passenger occupant detection system 3. Inadequate ****************************************** records from first three visits - Late discovery of severe brake issues suggests long-term oversight Prior Attempts to Resolve:- Multiple emails to dealership staff including ****** ********* - Confirmation from VW Credit on 11/01/24 regarding account status - Follow-up emails on 11/4/24 and 11/11/24 - Requests for management escalation

  Business Response

  Date: 11/14/2024

  Spoke with the customer and explained the situation in regards to the existing lease

  Thank you

   

  ** ******

  General Sales Manager

  VW of McKinney

  **********

• Initial Complaint

  Date:10/15/2024

  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 made a deal to purchase used vehicle on August 1st 2024 from this establishment. They were to get me paperwork to sign within a couple of days to finalize transaction. i was an out of state buyer. I asked for a copy of papers electronically several times which was never received to review them before physical documents arrived. Paperwork was received on the 10Th of August and information on the paperwork to purchase vehicle was incorrect. Items including the spelling of my last name, the spelling of the vehicle, and the amount of the transaction. I had asked them to fix the mistakes and resend paperwork. They had agreed and resent paperwork on the 20th of August. This same day another buyer came in to see vehicle and wanted to purchase the vehicle. They had called me and said they can't hold the vehicle for me because they hadn't received paperwork or payment yet. I explained that they were at fault for this slow transaction not me. They decided to sell it to other buyer anyway but promised to reimburse me for the inspection I had done on the vehicle. This promise for reimbursement was sent to me on a text message from the business. This cost was $200 in which I texted a receipt as they requested. They have acknowledged the receipt and said payment would be sent shortly. I have called approximately 6 times since August 20th and have had no return calls to discuss.

  Business Response

  Date: 10/31/2024

  The check was issued and sent to the client....Unsure as to who the client has been calling. Mr. ********* may reach out to me directly and I will be glad to help get to the bottom of this matter as promptly as possible

   

  Thank you

   

  ** ******

  General Manager

  Brandon Tomes VW of McKinney

  ************

  **************************************************************************

• Initial Complaint

  Date:08/03/2024

  Type:Billing 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 company posted a vehicle for sale with a price of $4000. I put all my information in to purchase the vehicle and sent it back to them and within seconds the car was not available and could no longer be found. I took pictures of the vehicle and posting. I thought it was probably a mistake but they had two different ones for sale with the same price. I feel that they should honor the price they had posted. Pkease help me with this matter.

  Business Response

  Date: 08/19/2024

  Good afternoon, I have made multiple attempts to communicate with the client and am willing to offer very aggressive pricing in order to make up for the system error.

  Thank you

  *****************

  General Manager

  Brandon Tomes VW of McKinney

  **********

• Initial Complaint

  Date:07/30/2024

  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.

  6/8, I purchased the 2021 Volkswagen Tiguan that should've qualified as a Certified Pre-Owned. I was aware that dealerships might tack on additional costs to the price agreement. Certified pre-owned vehicles have many benefits. 6/9, I realized that what I thought was just dirt on the car was actually overspray paint. This prompted me to inspect the rims and the rest of the vehicle more closely. It quickly became apparent that the car had significant damage, and I couldn't believe it had passed the certification process. 6/10, I brought my car back to VW because I started I asked them to review the damage. I requested the *** checklist, but the only thing I was provided with was a history report showing limited information. The sales manager, told me to bring it back on 6/13 to get the repairs completed and to arrange for a rental. Tuesday, 6/11: There is greasy/oily sand all over the engine bay. I emailed the Sales Manager, to inform him, but did not respond. 6/13 I took my VW to get repaired due to damages. The service manager, confirmed that there was sand in the engine bay. 6/26 Service Manager called and informed me that my car was ready. I went to the dealership to check on the car and noticed that there was still some sand in the engine bay, paint overspray on the car, a rock chip in the window, and the rims that were repaired appeared to be dull, indicating that no clear coat was added or they were not buffed. They look as if the rims were spray painted. I emailed the sales manager and informed him that the vehicle was not completely fixed. 7/1: The ** called me multiple times, and then the Sales Manager started texting me. They were saying my car was completed, but my car hasn't moved since 6/26, so it is not complete. 7/23, I picked up the vehicle since it was just sitting there. The damage is still not repaired (even though VW told me it was repaired), even though on the *** checklist, it was marked and signed as if the car was in outstanding condition.

  Business Response

  Date: 08/08/2024

  ************** has been provided with exemplary support and service by Volkswagen of McKinney and its staff. He has continued to attempt to use multiple sources and platforms to gain extra compensation even after we have gone above and beyond. He has threatened employees and misled everyone. Now, once again, he is making false accusations without any basis in a final effort to defame and gain some sort of compensation. We even offered to unwind his deal, to which he did not respond. We would be glad to help this client, yet he clearly only wants compensation for the sake of compensation without any real basis.

  Respectfully

  Management

• Initial Complaint

  Date:06/09/2024

  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.

  Hi,It's regarding a Volkswagen Atlas Cross Sport SUV purchased from Brandon Tomes of McKinney.Little bit of background: On 05/15/2024 around 6:15PM I visited the above mentioned dealership to check the vehicle and to see the price what they can offer. After the test drive, the sales person explained all the features and the included packages of car and wrote the out of the door price of the car. As it was $7000 more than the other dealer's price I started walking out, but the sales person started negotiating for the price. Finally after discussing for ***** mins I shown him the quote from other dealer and asked him, if he gives minimum $1000 less than that price I will buy. He started negotiating with $100 less than other dealer which I didn't agree and then for $500 and finally he told if I give $1000 less will you sign today? I told ** and he took my initials on rough paper and went inside to get approval, meanwhile other sales person came out and took a sign on a printout and sent me to finance team. I signed all documents and scheduled car delivery for 05/17.By the time we finished all formalities it was 11PM and the finance person told he will keep all my documents in car so you can collect both together. On car delivery day they gave pen drive with all docs. After coming home I checked buyer's receipt and there was price difference of $1000 than what the sales person agreed. Next day I went to them asked the sales guy he told I am not sure what happened you check with finance guy. After trying for 3 days I was able to talk to finance guy he told my director will go through docs and get back to you next day, which didn't happen. I waited for 2 more days and tried to contact sales guy then he started showing his true color, he started talking rudely and told once sale is done we can't do anything and hung up my phone. Later I got mail for feedback for the purchase experience, even though I gave 1-star and mentioned in comments I never heard from them. Plz help

  Business Response

  Date: 06/10/2024

  Hello, We regret that you have been dissatisfied with your purchase experience and have advised our team as to how improve our proceses in the future. In review we have found that the signed and agreed pricing on both the initial worksheet and printed contract have been consistent and that ample time had been given during this process for discussion of this agreement. We have record that multiple team members have spoken to you on this matter and we would love to speak again at anytime if you would reach us directly at ************. We strive to improve our processes and hope we can help you in the future. 

  Customer Answer

  Date: 06/10/2024

  I am rejecting this response because:  

  On the initial sheet where they took my initials,the price was different than price on the final contract, later the other sales guy took sign on a different paper with different price had a different VIN number than my vehicle. But they have used same price for my vehicle.

• Initial Complaint

  Date:05/06/2024

  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.

  On March the 2nd of 2024 I bought a car and WAS TOLD THAT I HAD TO GET THE SERVICE CONTRACT that came with it for $2700. Later on that night I discovered it was optional and the finance person lied to me about multiple optional items he claimed was mandatory. I submitted the cancellation form to ***********************. And that was on March the 4th. It is now May the 6 and I have received nothing.

  Business Response

  Date: 05/06/2024

  ***, we are sorry to hear of your discontent with the finance manager, our finance department is under new leadership. They will be reviewing your cancellations to ensure everything has been processed. Our Finance Director will be reaching out if any documents are still needed and if in the meantime you have any questions please reach our finance department through our direct line at ************.