ComplaintsforNorth Park Volkswagen

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Vehicle was advertised on a car buying website for $4591, received an offer via email for said vehicle, which expires 11/9/2023. There was no fine print accounting for dealer pricing errors on behalf of the dealer. Called dealership right after offer was received. Spoke first to a salesman, then called back speaking to pre owned director. I was told that this was a pricing error and that they would not accept the offer. Director was rude, not willing to even negotiate price for a mistake on their behalf. When I mentioned talking to a lawyer, he stated well your lawyer can speak to my lawyer. Wow! **************** at its finest! When looking at TX DMV, found: Dealer Price Advertising 43 TEX. ADMIN. CODE ******* When featuring an advertised sale price of a new or used motor vehicle, the dealer must be willing to sell the vehicle for such advertised price to any retail buyer.They are refusing to sell vehicle with such advertised price. There is no fine print in the Tex. Admin. Code stating exception being pricing error.

  Business response

  11/22/2023

  Hello, *****************  Upon receiving your contact from TrueCar, we immediately reached out to you to explain the vehicle had been priced incorrectly. The vehicle had an obvious pricing error of $4,591 rather than the correct price of $46,591. The price was corrected immediately upon realizing error. We believe honesty and transparency is the best way to succeed in business, which is how we've received Volkswagen's highest awards for customer satisfaction, but human mistakes can and will occur despite our greatest efforts, which is why our website declaims to verify pricing and features directly with the dealer for accuracy. We apologize for any inconvenience this may have caused. 

   

  *********************
  General Manager
  North Park Volkswagen
  ********************************************************
  Store: ************
  Direct: ************
  Fax: ************

  Customer response

  11/27/2023

  Complaint: 20836261
  
  I am rejecting this response because:

  First, no one contacted *** had contacted the dealership after I received the offer.

   

  Second, there is nothing on TrueCar that states anything regarding dealership pricing errors. It only states TrueCar not responsible. I wasnt getting offer from your website, I got offer from TrueCars website. 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car here to have the brakes checked out on 9/28, got it back with a very scratched up engine cover. (It had zero scratches or oil stains on it prior, so in very good condition.) Pointed it out, at first they denied it, ***** in the service department said he'd look into a fix and get back to me. ***** tries telling me the engine covers are discontinued and they couldn't find any replacements. The part may be discontinued, but there are several in-stock at other dealerships online. He suggested having it painted. Met with the vendor, sounded to me like a janky fix that wouldn't look as good as OEM, so I said no thanks. I told ***** about the ones I found online that are in-stock but if they could find a used one in better condition than the one on my car, I would be ok with that instead. He said he'd look into it and get back to me, but I didn't hear from him for over a week despite me calling him and sending him a few text messages. I finally got ahold of him, he said he never got any of my messages but he'd look into a couple of links for engine covers I sent to him in one of the text messages he supposedly didn't get. He checked on one and said the dealership wouldn't sell the engine cover to another dealership. I asked about the other link I sent him and he said he didn't get it, could I resend it. I told him it's in the same text as the other link he was able to access. I haven't heard from him since, and he keeps ignoring my messages and calls. It's been about a month since they damaged my car.I originally took my car here to be inspected because they have good reviews online. They didn't charge me $175 for the inspection of my brakes, but that's far less than the cost to replace the engine cover they damaged. I would rather pay the inspection fee and have them replace the engine cover since the engine cover costs a lot more to replace.

  Business response

  11/22/2023

  ***************, 
  First and foremost, I'm sorry to hear about your experience with your 2013 VW Touareg.  We take pride in verifying damage on units before they go into the our service department.  However, we only take photos of the exterior of the car, not of the engine.  We did however review the camera footage to verify the care of your Touareg while in our possession and it was never mishandled.  Being that it is a 10 year old vehicle that has never visited our service department prior, it is difficult to know if there were any other preexisting issues.  After we spent time on your Touareg to check the brakes and completed a multipoint inspection to verify the brake job that was performed at another independent location, we decided not to charge you for any of the labor time.  We hoped you would have perceived  this as a token of goodwill from us.  Next time you would like to bring your Touareg into our shop, lets take the time to fully inspect the engine bay as well, before we service you vehicle.  Thank you for the opportunity. 
  
  *********************
  General Manager
  North Park Volkswagen
  ************

  Customer response

  11/27/2023

  Complaint: 20787755
  
  I am rejecting this response because:

  A few days prior to taking my car there, I cleaned the engine bay of my car and none of the scratches were there. They may think that it wasn't damaged at their shop, but the scratches weren't there before taking my vehicle to their shop. They admitted that the engine cover was removed while they were servicing my car. All it takes is an accidental kick or bump while the engine cover is on the ground to scratch it up. I would be interested in seeing the security footage if possible.

  
  Regards,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a $500 payment to place a hold on a vehicle. A payment, which was 100% reimbursable according to sales representatives Trinidad "Trini" ************************************ Payment information was provided to ************************* for processing on July 15, 2023 @ 17:49:36 hrs. Vehicle was not purchased and Pre-Owned Director, ***********************, confirmed my hold of $500 would be processed for reimbursement on July 21, 2023. After seeing my $500 was never reimbursed, I reached out to Trinidad on September 19, 2023 stating my $500 hold had not been processed as of yet. He mentioned he would call back with details. On September 21, 2023 I followed up with ******************************* via text @ ************. ******** asked I call the dealership directly and ask to speak with his boss *****, as he has to process the reimbursement. On September 22, 2023 I called North Park Volkswagen throughout the day asking to speak with ***********************. I repeatedly was told **************** was in meetings and/or was simply not available. After a while, my calls were no longer being answered.

  Business response

  11/24/2023

  ***************, 

  After review of your account.  It looks as if you disputed the charges on 07/21/23 on the credit card you used to place a deposit on the vehicle you where trying to purchase.  We attempted to refund the amount but the money was already removed from our account by your credit card company and refunded to you.  Please contact your credit card company for verification.  The reason we could not refund it from our side is due to the fact that you disputed the charge right away.  We can only refund a credit card by the amount secured with the same credit card to prevent situations where customers dispute the charges and then also get an additional refund.  Exactly why we don't issues checks for credit card refunds.  Our preowned director attempted to call you after we confirmed the pending charges were resolved but were unable to get ahold of you.   I sorry we could not come to an agreement on the Vehicle you where interested in. Perhaps in the future we might again have the opportunity to earn your business, ****. 

   

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

  General Manager

  North Park Volkswagen

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

• Initial Complaint

  03/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Back in April of 2022 I purchased 2020 VW Atlas *************** thinking it was Certified Preowned. Long story short, car was actually sold to me uncertified because after a month or so they started calling and asking to bring the car back for some kind of service or my car will remain uncertified. I immediately called a dealership and asked why would they sell me uncertified car claiming its certified. GM bought the car back and refunded me my money but not fully! He basically returned all of it except the sales tax and fees, which is about $3145.00. So I purchased the car in cash and paid a salestax for something that shouldve not been sold in the first place since the car wasnt certified (they still marked it as certified). This is messed up on so many levels that I am pretty sure law was broken here but I am not that law expert when it comes to certified preowned cars or cars in general. I reported them already to VW of North ******* and will do everything in my legal power to get my full money back or I will litigate this. GM thinks he is slick and he can actually get away with this. My only request is full money back or I litigate, if they want to make this issue even bigger and spend lot more on lawyers and litigation, so be it!

  Business response

  03/11/2023

  To whom it may concern, 
  
  
  ****** purchased a 2020 Certified Atlas Cross Sport from ** on 04/20/22.  What **************** is stating is true there was a open recall that prevented the certification to process completely in VCAS, a VW supported tool software tool.  When the recall was brought to our attention we immediately attempted to contacted **************** bring the 2020 atlas to complete the Recall.  A recall that took less the 30 minutes to complete.   However, **************** came in very aggressive to our employees and our pre-owned director, ***********************, offered to by back his atlas cross sport back from him if he chose not to complete the certification process.  This conversation happened on 07-20-22,  3 months after the purchase date and after several attempt to get his car in sooner.  *************** offered to offer him an alternate coverage for his Atlas or complete the Certification. *************** was so upset he wanted out of the Atlas after 3 months of ownership,  miles, time and deprecation had occurred.  A check was cut and given to *************** on 07-20-22 but on 07-21-22 *************** was not content with agreement between our store and him.  At which time he asked to speak to me.   I listened to his comments and verified the unit did in fact have an open recall and offered him the full selling price he paid for the car.  I did not offer to reimburse him for the sales tax or state fees paid on his behave for his purchase.   We have a 48 hour return policy and processed his paper work for title.  *************** was aggressive to My receptionist, sales professional, and sales manager. However, I felt he was sincere with me.  After we cut a second check that we agreed to, that totaled the entire selling amount. I would have considered the matter settled.  I was not expecting 8 Months later I would be called "slick" when I have been nothing but calm and accommodating to *************** and bought back a unit for full amount when it was not required by myself or enforceable by law.  Further more, If *************** would have communicated to me calmly with in these 8 months about his concerns we could have worked something out for him.  We could have given him a full tax credit if he were to purchase another unit from us. However,  I will refer to VW of ******** and see what resolution they suggest.  
  

  *********************
  General Manager
  North Park Volkswagen
  *********** West
  ***********, ** 78257
  Store: ************
  Direct: ************
  Fax: ************

  
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I purchased a 2016 Land Rover Range Rover from NorthPark VW. In financing I purchased an extended warranty that gave me coverage for ****** miles. I asked the finance manager many times if it was an ad on coverage, clearly it wasn't. I was led to believe that the warranty would give me coverage for ****** from the day of purchase, not total miles. I was assured of this. I have purchased many warranties from NorthPark VW, and used them successfully. This is the first time this has happened, and hopefully the last.I wasn't given a copy of my warranty at the time of purchase and had to ask for it to be emailed many, many times. They were completely deceptive and took advantage of me, I was charged $3,943 for a ****** mile warranty. That doesn't make sense. The finance manager has taken advantage of me, even after buying 7 cars from them over the years. I was completely lied to, scammed and deceived. This is just bad business. I have reached out to them with no resolution. I would like for the dealership to purchase the car back from me in the amount of the total payoff. I was planning on buying another car from them next month, but will never use them if they do not resolve this issue.

  Business response

  11/12/2022

  Hello *****, 
  
  
  I looked through my emails, the **mails of Mr. **** the finance manager and *************************** the Sales person and No have has ever received any correspondence in writing from *************** requesting any type of refund or cancellation request for the vehicle service contract. She purchased an optional coverage that could have been cancelled at any time she chooses.  She received a complete menu during the time of purchase under a recorded transaction that disclosed the exact term of the vehicle service policy in which she purchased.  She can also reflect the terms and date of the coverage on the contract that is signed under camera by her.  
  Additionally, she purchased a vehicle with a trade-in that had negative equity during a time where we had a different pre-owned car market. She has owned the vehicle now for 14 months and that unit has since aged and the value of that car has changed.  However, we would be willing to purchase the car back from her at a fair market value, depending on what the market is bringing for that unit in todays market and an inspection of the condition of said unit.  If she would like to cancel her extended service policy, it would be prorated from the date of purchase as which it is stated on the back of this vehicle service contract that she signed that she purchased for her vehicle.
  Unfortunately, we do not own the vehicle service company, so the vehicle service contract extended warranty prices are set by a team of analyst of that company.  We are simply vendors that offer coverage as a broker.  Risk assessment and the cost of each vehicle service policy is determined by the risk of said vehicle. For example, a Volkswagen extended service policy would be normally half the price of a Land Rover due to the break rates and cost of labor applied to work on said cars, these prices are not dictated by us. 
  Looking at the records it also appears that she did not us as a broker for lending.  Her lending institution should also have copies of all her documents.  If you can please provide confirmation of her **mail. ****************************.  I will have my team send over a copy.  If he simply wants an offer for her ca, we would gladly give her a number for the land rover. We just need to look and drive the unit.  We would give her an offer that will be Valid for 7 days for her to decide what to do.   If there is anything further, I can do to assist please let me know, ****. 
  
  

  *********************
  General Manager
  North Park Volkswagen
  21315 **********
  ***********, ** 78257
  Store: ************
  Direct: ************
  Fax: ************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 28, 2022, North Park made 7 hard inquiries into my credit, without my permission. North *************** agrees that they did this error. I have a letter stating this from the business manager. In reaching out to the financial institutions that ran my credit, several have indicated that since North Park initiated the hard inquiries, I needed to contact North Park to remove the hard inquiry. i sent an email to the General manager and have not heard back. Meanwhile, my credit score has been decreased because of these hard inquiries.

  Business response

  06/29/2022

  To whom it may concern,

  This gentleman also gave us a poor review on our ****** page. I have spoken to him on several occasions via the phone. This customer came in with a preapproval, the a preapproval from his third-party lending financial institution that would not cover the amount of the loan and offer him unfavorable rate at which time the customer also left us a credit application for us to attempt to apply for credit.  We have a signed application in house. We completed no faults in his request. We sent his application over to serveral lending institutions.  Per his request we have then typed serval letters to all credit bureau's to request the removal of said inquiries, per his request and sent him a copy as well.  We have both emailed and physically mailed copies to him.

  He also complained that he spent money for a Uber driver to come to our place of business. I have since reimbursed him two times fold the amount he paid for his Uber.   At which time, he stated that he would remove his post as a gesture of goodwill. He has yet to do that. We do not look forward to having any business transactions with this customer in the future and were in the legal means of submitting any information with the signed application.  If it continues we may move to legal actions in deformation of character to our business. 

  If you have any questions regarding this please reach out to me at ************

   

  Thank you in advance for your time, ****. 

   

   

  Customer response

  07/01/2022

  Complaint: 17420414
  
  I am rejecting this response because: I don't know what a "signed application in house" means.
  I acknowledge receiving funds for my rides to and from North Park. I thanked the general manager for that courtesy. That isn't why I filed a complaint. I also asked this gentleman to clear up the 7 hard inquiries on my credit. Then, and only then, did I indicate I would remove the review.
  I was sent, which I have in my possession letters from North park stating they incorrectly pulled a credit inquiry. Some of the problems with these letters are they had the incorrect information on them. Such as the date I visited the dealership. My name was spelled wrong. The address of the credit agencies where they were sending these letters didn't match the address I had for the same credit agencies. 
  I called the 7 financial institutions myself and 2 institutions told me I had to get the point of origin to take care of the hard inquiries.  That point of origin is North Park. I sent an email to the general manager concerning this and he never responded. 
  I just want the 7 hard inquiries off my credit history and my credit score increased. 
  Mr. Damian 
  

  
  

  
  
  Regards,
  
  ***********************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in May last year we decided to place an order for our ID4 to replace a **** Escape in our family.We were impressed by the good reviews, performance and personally , for the quality shown by VW vehicles.We received the emails following up every step of the manufacturing and shipping process of our vehicle. In October the last email was to let us know the next communication will be for our dealership to set up the date to pick up our ****** November 9th we received the phone call for the chosen dealership, North Park Volkswagen at *********** *****, to let us know they sold our vehicle that we were waiting for six months.Since that day we start to get convinced to choose a different vehicle that the one we ordered. ***************************, sales manager for the dealership, stated it was an inventory error and they sold it by mistake, which in the current inventory levels of all dealerships in ******* is impossible to believe.

  Business response

  02/18/2022

  First and foremost, thank you for bringing this to our attention. We believe here at ****** automotive group that customer service is Paramount and I want to reassure the Better Business Bureau that weve done everything in our ability in power to fulfill the customers needs for a replacement of his vehicle. The customer ordered a vehicle from us six months ago, it was ordered by our EV specialist ***** Day. ***** Day is also the recipient of the *** award presented by Volkswagen of North *******. This award is given to the sales professional with the most outstanding product knowledge after a vigorous amount of test that takes over a year.  with that being said, ***** Day is the sole EV specialist at our location.  When the cars came in and the end of the fourth quarter, they were flying off the truck faster than we can bring them into our shop. It was a genuine, and honest mistake that we deliver that car to another person. At which point the customer signed the contract and drove that card to ******. We immediately contacted the customer to let the customer know that weve created a mistake. The customer was upset and use vulgar language towards my staff. My sales manager *** Floors then reached out to the Volkswagen regional office. We look for replacement vehicle but were unable to get one because of the chip shortage. At which time I reached out to national and found a replacement car. However the replacement car though the same color and similar options had a **** more MSRP.  We reached out to the customer and offered him a sales price of $2000 below invoice. With Volkswagens **** guidelines this car is not to be sold over or under MSRP. However we were willing to take a significant loss for customer satisfaction. At this point, the customer then suggested that we take an additional $**** off for our mistake. This is not In the guidelines of Volkswagen nor is it an acceptable counter offer for North Park Volkswagen. We told him that $2000 blow invoice would be the best that we could do. He did not like that answer and ignored our calls. He then reached out to Volkswagen customer care and got a hold of ********************* the president of Volkswagen North *******.  Unfortunately, there is nothing we can do for him.  He is reached out to every person that will listen to him but unfortunately he will not accept an answer that it is simply a mistake. We were willing to give him a better deal than any other person in the country but cannot provide it at the cost that he wants to pay for it.  I hope this provided some explanation of the situation. Im always available if you would like more details. My phone number is ************.

  Customer response

  02/21/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  They are offering different model than requested with higher price. They never share I formation to show how much was paid for my vehicle. I never ignore calls after we were working on the solution, all communication was via email. VW agree with my complaint but their agreements with dealers in *** made them be out of this negotiations.
  I'm willing to explore options and agree in a meeting at the dealer on Saturday 2/27 to express options in person.
  I'm available after noon.
  Regards
  
  
  Regards,
  
  
  ***********************
  

*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. ↩