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:09/26/2024

  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 am writing to formally lodge a complaint against the Southern Volkswagen Service Department, located at **** * ******** **** *egarding their unethical business during my recent visit for vehicle diagnostics. On 09/14/2024, I brought my vehicle to Southern VW for a diagnostic service, which was initially quoted to me as costing $**** I expected a thorough examination of the issue with the vehicle and, if needed, a clear estimate for any necessary repairs. However, to my surprise, the cost of the service escalated to $***, with no work being performed to actually fix the issue. The service department did not provide any meaningful explanation for this significant price increase, nor did they offer any justifiable cause for the additional charges. I left with the same vehicle problem I had when I arrived. Additionally, I felt an immense amount of pressure from the sales department when I dropped off my vehicle with the service department. There was a clear push toward selling me a new car, which began immediately after they were aware of the car’s issues. I believe this undue pressure influenced the excessive increase in service charges, as it seems their objective was to push me into purchasing a new vehicle by inflating the repair costs and making it seem more economically reasonable to buy rather than repair. This practice not only lacks transparency but also feels predatory, and I believe it to be a violation of consumer protection laws. I respectfully request that your agency investigates this matter to prevent other consumers from experiencing similar treatment. Please do not hesitate to contact me if further information or documentation is required to support my complaint. Thank you for your attention to this matter. I look forward to hearing from your office regarding how this issue will be addressed. Sincerely, ***** ******

  Customer Answer

  Date: 09/26/2024

  As detailed in a prior complaint, I was initially quoted **** for diagnostic services but was later charged $*** with no work performed to resolve the issue. After paying the $*** to retrieve my car, I attempted to drive it elsewhere for further assessment. However, I quickly realized the vehicle was in worse condition than when I brought it in. I could not drive the car over 10 mph before the engine began to buck violently, making it unsafe to operate.
  
  I immediately parked the vehicle and reported the issue to the dealership. I spoke with the General Manager, who assured me that they would hold the car overnight and address the problem first thing the following morning. Despite his assurances, I did not receive any communication from him until I left a message at 1:00 PM the next day.
  
  I believe the manner in which my car was handled, the excessive charges with no resolution, and the failure to communicate in a timely manner all reflect poorly on Southern Volkswagen’s customer service and business practices. I would appreciate the ****** ******** ******** assistance in addressing this issue and ensuring that no other consumers experience similar treatment.
  
  Thank you for your time and consideration. I look forward to your response and any assistance you can provide. 
  
  Sincerely,  

  ** ******

  Business Response

  Date: 10/01/2024

  **** ****** of Southern Volkswagen spoke with ***** ******* **** was able to answer all the questions ***** had and was also able to provide him the requested printout of the parts required to fix the vehicle so ***** could complete the repairs himself.

• Initial Complaint

  Date:05/06/2024

  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.

  Summary: C buying, F post-purchase. Dealer sold car with obvious and easy to fix maintenance issues and passed them on to the unwitting customer, and THEN failed to respond to repeated email and telephone attempts to rectify. 14 ***** ***** TDI, 66k miles Pre-purchase: Sales staff was helpful* ******* in particular. Test drive: Car had a funny smell from detailing. Gas cap lid plunger missing so gas cap didn't operate. Rear wiper literally flew off the car during test drive. Sale: Pretty standard. Worked with ******. Got compensated for the gas cap with a purchase price reduction, had to replace the wiper myself. Young woman manning the parts desk was exceptionally helpful and friendly. The car needed a wash, and that process took three hours - WAY beyond what it should have. (More on that later) Post purchase: TIRES: Back left tire was down 5 pounds over a three hour drive after leaving lot. Tire has continued to leak about one pound an hour. I have to plan my work trips to go past gas stations with air pumps, and pump it up before I leave home, in order to be safe. ROOF: Roof leaks into the cabin when it rains. DESPITE specifically asking the sales rep about the roof drains... I have two huge wet splotches in my headliner, where the car is leaking inside. That explains the 3-hr pre-release detailing time! They washed the car... saw it was wet... and then had to scramble to find a way to dry it before giving me the keys, and didn't tell me. DEALER ACTIONS: Email 2 weeks post purchase. I detailed everything above, except the roof (hadn't rained yet). No response to date (2 more weeks) 3 weeks post purchase, I called the sales rep directly. He said he would talk to his manager, and they would get an answer back by end of the day. We are ten days past that. I have received no phone call. Yesterday (4 weeks post purchase), I called sales rep, left a message. An hour later I called the sales manager, left a message. A day later - I have gotten no response.

  Business Response

  Date: 05/28/2024

  **** ******t of Southern Volkswagen spoke with ***** *************. The sunroof drain to the vehicle is currently leaking when it rains and also has a slow leak in the rear tire. ***** ************* currently resides in Maryland but is coming to Hampton Roads for business. Southern Volkswagen has offered to have ***** ************* drop off his vehicle and provide him a rental car while he is in town to get both issues addressed. If this does not work out then Southern Volkswagen will have ***** ************* get the items looked at in Maryland and reimburse him for the repairs at a facility near his residence. Southern Volkswagen is awaiting a response from ***** ************* to see what route will work best for him.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 car at this dealership in late October. A day after I purchased it the car began to shake and I had initial trouble to get a service appointment made. Before I could make the appointment I had the check engine light come on, once the appointment was made for the 5th of December they refused to give me a loaner car, which they garuntee in their southern hospitality program, they then wouldn't work on the car until a day later and had other delays from the technician, once I received the car back, one of the issues was a check engine light which claimed to be fixed, before driving 30 miles the light came back on and now the dealership still refuses a loaner car and can not work on it again until next week, Hopefully they said. This has cost me ***** in repairs to the dealer, ***** in rental car fees and 2 weeks of my time in a car that I have owned less than 2 months.

  Business Response

  Date: 12/26/2022

  To whom it may concern,

  *** ******** came in with a check engine light illuminated and a noise. The noise was able to be heard and found excessive play in the control arm bushings. Customer approved the replacement and the bushings were replaced.  The check engine light was on because there was an aftermarket air filter housing and was repaired and paid for by Southern Volkswagen.  The customer did not get a loaner for this repair.  The check engine light came back on and we put him in a rental car and replaced several parts per VW engineering.  All of this was at no cost to the customer.  Vehicle was picked up on the 22nd and have not heard from the customer since. 

  I have attached the service tickets as well as the signed Buyers Guide showing that *** ******** vehicle was sold as-is on 10/29/2022 and the dealer was had no warranty on this vehicle. Volkswagen of America does have the manufacturer's diesel warranty active on this vehicle but that does not  cover wear and tear items. The items that were repaired at no cost t* *** ******** were the covered components per VW of America's engineering department.

  LIFETIME LOANER CAR PROGRAM is clearly posted and states: "If we don’t fix it right the first time, we’ll give you a loaner car when you bring your vehicle back." 

  When the vehicle was brought back to the dealer the second time for the check engine light reappearing, *** ******** was given a loaner vehicle under our guidelines.

  If you have any more questions or you are in need of further information please feel free to reach out.

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

   

   

  Customer Answer

  Date: 12/28/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ********