ComplaintsforLindsay Volkswagen Of Dulles

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this dealer on November 25. After telling the salesperson the specific dollar amount ($5000) that I wanted to put down, I discovered after the contract was signed that an incorrect $2000 amount was applied, increasing my monthly payments. The F&I manager refused to fix the error, although the miscommunication appears to have happened between the salesperson and the F&I manager, and is not my fault. While I am aware that the contract is binding, I believe it is unethical and customer-unfriendly behavior especially when the discrepancy is not something that I contributed to. We were also pressured into buying unnecessary maintenance contracts and tire warranties after I stated we did not want them, and the F&I manager had previously stated that they were optional. Vehicle manual that came with car is incorrect 2022 year and I was told that there were no manuals available for the current 2023 year. I sent a complaint letter with this information in it registered mail to the manager of the dealership and have had no response after one week. Thus, I do not think the business will try to resolve the problem. I am trying to cancel the maintenance contract with Volkswagen directly. My customer number and deal number are on the buyer order that I have uploaded.

  Business response

  12/22/2022

  Good afternoon and Happy Holidays BBB.
  
  ****************** is correct that I have not yet responded to the letter he mailed me (attached).
  
  Lindsay Volkswagen of Dulles works hard to deliver a transparent, enjoyable experience for our prospects and customers.  It is unfortunate that ****************** is disappointed with his experience.
  
  Lindsay sincerely apologizes for any communication and or clerical errors that resulted in a less than ideal experience for ******************* While I was not directly involved in this purchase, I have interviewed the Sales Person, Sales Managers, and Finance Manager who worked with **. and ********************
  
  As most manufacturers, retailers and consumers have recently experienced; international supply chain challenges continue to limit available features on products; sometimes even the product itself.  Were disappointed to hear that ****************** feels our salesperson didn't properly communicate this.  Regarding other options, the ****** S that ****************** purchased is an extremely limited value leading vehicle, that is notoriously hard to acquire, especially without manufacturer deleted features.  Sales Manager Marcus D************ specifically remembers Salesperson Medhat E************ proposing a ****** SE (a more expensive version of the ******) that included the Blind Spot feature to ************************* which they declined due to the price difference.
  
  Regarding the down payment requested, we have sales quotes presented to **. and ******************* showing optional down payments of $2,000, $4,000 and $5,000.  After **. and ******************* decided to purchase the ****** S, Finance Manager Mr. Paulo C************ presented the down payment and resulting payment options to **. and *******************, which they agreed to.
  
  Regarding the pressure to “add the tire warranty and maintenance packages”; Paulo C******* specifically remembers *** ******* saying he wasn’t interested, but that **** ******* interjected with questions about the maintenance plan, as well as mentioning that she recently had an experience with nails in her tires.  At that point, they elected to purchase these optional coverages.
  
  As an additional point of perspective, **. and **** ******* had questions about paying off this car loan early, to which Paulo C******* explained that the loan was “simple interest” and there may be advantages to paying off early with no prepayment penalties.  The ******** may want to review applying the difference in down payment toward their balance with the lender.
  
  Regarding the “printed manual”:  there may be some confusion with what Volkswagen of America prints on the front of the 2023 ****** Owner’s Manual that shows “Edition 07/2022” (example attached), we invite *** ******* to bring in his Owner’s Manual to confirm it is the correct version, or replace it as needed.
  
  Lindsay Volkswagen of Dulles apologizes for the poor delivery experience as well as the lack of a tour, or guidance of next steps.  We would be happy to schedule a “re-delivery” of their ******, including a vehicle detail, review of features, tour and introduction to our service team, etc.
  
  Our Sales Management Team was disappointed to receive *** *******’s letter, including threats to contact MVDB and BBB, as well as describing his negative experience with friends and family, without an apparent attempt to call, email, or text someone to quickly voice and potentially address these concerns.
  
  We appreciate *** *******’s feedback, and will work with our employees to improve processes. 
  
  We sincerely hope that *** ******* will visit our Service Department for anything their new ****** may need.
  
  Please let me know if there are additional details I can provide.
  
  Very respectfully,
  
  Jerry
  

  Customer response

  12/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold me a car with bad fuel injector and bad radio. A little over 30 days after having the vehicle the check engine light came on. After taking the car to Lindsay ***** in Manassas VA I was told the vehicle needed new fuel injector and new radio. I was told by the repair shop that this happens over time that it couldn't have just happened. Off the record they believed the dealership was responsible for the repairs. Lindsay Volkswagen refused to pay the repair.

  Business response

  04/08/2022

  Dear BBB,
  
  Thank you for notifying us of this customer complaint. Lindsay Manager Joshua P**** has been working directly with ************************* regarding her concerns.
  
  Lindsay VW acquired this 2014 ***** ******* ***************** as a trade in.  Lindsay VW put this vehicle through our comprehensive reconditioning process.  Our Master Technician found no indication of engine issues, including injectors.  Our Master Technician noted that the knobs on the radio showed typical wear for the year and mileage, but everything was operating normally.  We are disappointed that ********** ************** is stating that Lindsay VW sold her a car with a bad injector and radio, which is not the case.  It appears these items unexpectedly failed over a month after her purchase.  We have also reviewed her comments: Off the record they believed the dealership was responsible for the repairs.with Lindsay ******** ********** ***, they state this is also not true.
  
  It unfortunate that ************************* has experienced any issues with the 2014 ***** ******* ***************** purchased from Lindsay VW. While we are unable to anticipate future failures, we did include a 90 Limited Powertrain Warranty with this purchase (which unfortunately does not cover injectors or radios).  We also offered ************************* the option of purchasing an extended service contract for this 2014 ***** ******* *****************, which she declined.  Additionally, as a good will gesture, Lindsay VW covered the $175 diagnostic charge related to her (post sale) vehicle concerns.
  
  We appreciate ************************* choosing Lindsay VW for her purchase.  As we have continuously expressed to her, we are unable to further support the costs of these unanticipated repairs for her 2014 ***** ******* *****************.
  
  Very respectfully,
  
  Lindsay Volkswagen

  Customer response

  04/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  after researching the fuel issue this is not something that just happens but something that happens over a period of time. This issue was building up in the possession of the car dealership. The radio said immediately that it needed to be service after having the car for short time. Even though the radio is working the service message can appear and be dismissed so it could have easily been over looked by the company. This is hands down their responsibility, they didn't notice these issues as the car wasn't driven on a daily basis just check and parked. I strongly believe this is on them, not me. These issues weren't noticed by them because they they had to drive the vehicle. I would hope that they would just take responsibility even if thry could meet me half way with atleast some of the payment.
  

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

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Volkswagen ID.4 from this dealership in September 2021. As of tomorrow, 11/23/21, I will be taking it to the dealership for the third time for the same issue. The first two times at the dealership, parts were ordered and replaced. The issue would be resolved for a short amount of time before starting again. The issue at hand is that the passenger side climate control does not work. When the climate control is on, the passenger side temperature setting shoots up to 86/HIGH and the seat heater will kick on. This happens regardless of whether I have it set on "auto" or to a certain temperature. If I bring the temperature back down or sync it to the driver side, the passenger side will just shoot back up to the HIGH setting. When I turn the entire climate control off, you can still see the passenger side attempting to turn itself on in the display screen. It constantly flashes, rendering the display screen almost unusable. My husband and I bought this vehicle to be our "family car" with our first child on the way. It has been nothing but a disappointment after being hyped up by the dealership. We paid a lot of money and traded in a vehicle for a brand new car that we can't even drive.

  Business response

  11/22/2021

  Thank you for bringing this to our attention.  We're disappointed to hear that ***************************** is experiencing any concerns with her new ID.4.  We were unaware of these concerns, as it appears that a separate service center (*********************** Volkswagen) has been working on this vehicle.  We have not seen this concern or repair with our other ID.4 customers.  If the ID.4 were in our service center, Lindsay Volkswagen would be happy to engage the Volkswagen Tech Center to determine the appropriate next steps. 
  

  As an authorized retail and repair facility for Volkswagen of America, Lindsay VW is not the manufacturer of the ID.4 and has limitations in our ability to replace or refund vehicle purchases.  As an alternative, we could investigate buying or trading the ID.4 from *****************************.
  

  Best regards,

  *****

  Customer response

  12/01/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I do not see a reason to bring my vehicle into Lindsay dealership for further service when *********************** dealership has the same capabilities. They have been in contact with corporate in an attempt to solve the issue. I have started a case with VW Corporate but if Lindsay is offering to buyback or trade my vehicle in without going through corporate, that would be great. 

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

  Business response

  12/06/2021

  Lindsay Volkswagen is not the manufacturer of the vehicle.  As an authorized sales and service center, Lindsay Volkswagen is here to support owners of Volkswagen vehicles with approved service and repairs from the OEM.  Retailers have limited options regarding requested "buy back" of vehicles.  Assuming availability of an acceptable replacement vehicle, Lindsay would be happy to assist ***************************** with a trade in of the current ID.4 for something else in Lindsay's available inventory.  We encourage ***************************** to contact *************************** or ******************* directly to discuss details.  ***************************, *********************************** ************

*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. ↩