ComplaintsforSafford Volkswagen of Fredericksburg

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On March 10th, I purchased my first VW, 2024 Tiguan. *****, the salesman was great and aside from the cargo mat was missing and haven't been notified it is available; the sale went through seamlessly. Within a couple of hours, I was out the door. I usually only drive ******* but decided to trade in my 4 Runner and give VW a try.Fast forward to today. My trade in has not been paid off, and after consulting with VW ***************** Corporate, Finance Manager, **********, I have been advised that my VW loan has not been created and therefore, my trade in can't be paid off.I find this unacceptable. I was advised that the trade would be paid off in 2-3 weeks. It has now been a month.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had lost my key to my car and was informed I would have to purchase keys from this dealership, which I did, and have the car towed to the location. When the car arrived we asked them to make the keys. The lady in service said ok it will be a couple days. A few days later they said they made a mistake and ordered 2 extra keys and I would be responsible for paying for the extra keys, we argued this as we did not direct them to order the extra 2 keys at $180 per key. Luckily , as per the lady in service, the manufacturer cut the keys incorrectly and they were sending a new set and we would not have to pay for the 2 extra keys. The new set came cut wrong as well, and I continued to wait. After calibration of the key cutting machines and new keys arriving to the ** dealer, they attempted to program the keys. They were successful in programming the key to start the car but they could not program the key to open the doors. I authorized a diagnostic of the car to find out what the problem was. The dealer said I needed a $1600 comfort control module in order for the key to open the doors. I went on ** forums to ask professionals if there was another way, and I got a consistent result that they only programmed one part of the key. I they took the car to International auto who was able to program the key in 10 minutes for $179, and they stated the dealership didn't know what they were doing. We have been reaching out to the dealership vis phone and email 7 times since we got the car fixed about a month ago, and have continuously been told someone will call back, but they do not. We even called the store manager and was promised a call back but have received nothing. We feel its is fair that we pay for the keys but not the programming or the diagnostic. We also feel it is very unprofessional for them to try and sell us a $1600 unnecessary repair. They told us that they took a control module from another car to see if it would fix it, which was a bold face lie. I am attaching the invoice from Safford ** and International Auto, who fixed it

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2023 I paid off a vehicle I purchased from Safford VW of Fredericksburg and was advised by my loan holder that I needed to request a GAP insurance refund. I went into the dealership to submit the required paperwork and was told I would have a refund in 30 days. On November 7th, I received a text from Safford asking to verify my mailing address which I provided. I did not receive a check by the end of November, so I called and was sent to voicemail. I finally ended up going into the dealership and was told I should expect my refund by the end of December. On December 26 2023 I received a text from the Business Manager advising that the check had been sent on 12/14/23 ($306.87) to the wrong address. I again provided the correct mailing address for a new check to be issued. I followed up on 1/9/24 as I had not received a check, and no answer. I followed up again on 1/19/24 and also received no answer. When I called on 1/20/24 I was sent to voicemail where I could not leave a message, and when I called back the Receptionist was unable to help me. I have been waiting since November for a refund from this business and I just want them to provide me a check for the refund. I would be willing to go in person to pick it up, but they are no longer willing to communicate with me.

  Business response

  01/22/2024

  Good afternoon.  I had my office manager stop payment on that check and is Fed X a new check to the customer.  Sorry about the mixup.

   

  thank you

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

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a vehicle built to my specific standards by ordering it online. When the vehicle was completed and arrived to the dealership that I chose to pick it up from they called to let me know. I emailed them back a few days later asking what is the price is to which they told me they sold my vehicle that I had paid to reserve. I have asked for my reservation money back but they have refused. They also have claimed to have sent me several emails and videos and had several people contact me, all of which are untrue.

  Business response

  04/11/2023

  We made several attempts to reach the cusotmer and customer  Here is a copy of the attemps.

   

  
  04/11/2023 7:55 AM
  General Note
  
  By: System
  Click from: Safford Volkswagen of Fredericksburg *****************************************
  03/31/2023 1:19 PM
  Email reply from prospect
  
  Reply
  Subject: Re:Safford Volkswagen of Fredericksburg
  By: ***********************
  You did not send me a video. You emailed me one time about the used arrival. You did send me numerous emails about selling my used car . You only called me about the vehicle arrival as of last week. and several people did not reach out to me. Again, ...
  03/31/2023 1:04 PM
  Lead Log
  
  By: ***************************
  Sales Rep ******* From ******************* to ***********************
  03/31/2023 11:57 AM
  Email reply to prospect
  
  Subject: Re:Safford Volkswagen of Fredericksburg Read 1 trackable time. First after 8 minute. Customer replied
  By: ***********************
  Hello again *******. To knowledge several people from our dealership (including myself) called you numerous times about the vehicles arrival. We also sent videos, texts and left messages. We never hear back from you. With regards to your deposit, th...
  03/31/2023 11:45 AM
  Email reply from prospect
  
  Reply
  Subject: Re:Safford Volkswagen of Fredericksburg
  By: ***********************
  I would like my reservation money of $400 paid back by your dealership due to selling my vehicle. R/SRebekah ****** On Mar 31, 2023, at 11:23 AM, *********************** wrote:How long were you supposed to hold it ? R/SRebekah ****** On Mar 31, 2023,...
  03/31/2023 11:24 AM
  Email reply from prospect
  
  Reply
  Subject: Re:Safford Volkswagen of Fredericksburg
  By: ***********************
  How long were you supposed to hold it ? R/SRebekah ****** On Mar 31, 2023, at 11:00 AM, *********************** ***************** wrote: Good morning ***************I hope you are doing well today. The ID.4 is no longer available, however I would love to secure one fo...
  03/31/2023 11:00 AM
  Email reply to prospect
  
  Subject: Re:Safford Volkswagen of Fredericksburg Read 2 trackable times. First after 23 minute. Customer replied
  By: ***********************
  Good morning *******. I hope you are doing well today. The ID.4 is no longer available, however I would love to secure one for you. I am here in the dealership all day if you would like to give me a call to discuss options. *********************** General Sale...
  03/31/2023 10:34 AM
  Email reply from prospect
  
  Reply
  Subject: Re:Safford Volkswagen of Fredericksburg
  By: *******************
  Hello,What is the total price of the vehicle? R/SRebekah ****** On Mar 23, 2023, at 2:00 PM, ******************* ***************** wrote: *******, Requested Vehicle Information for 2023 Volkswagen ID.4 ****************** automatic, 3 miles, ****** stock # PC0...
  03/23/2023 3:13 PM
  Lost Lead
  
  By: ***********************
  03/23/2023 2:50 PM
  General Note
  
  By: System
  Click from: Safford Volkswagen of Fredericksburg *****************************************/used-vehicles/#action=im_ajax_call&perform=get_results&page=1&search=PC018124&type%5B%5D=New&type%5B%5D=Used&type%5B%5D=Certified+Used
  03/23/2023 2:00 PM
  Email reply to prospect
  
  Subject: Safford Volkswagen of Fredericksburg Read 3 trackable times. First after 50 minute. Customer replied
  By: *******************
  *******, Requested Vehicle Information for 2023 Volkswagen ID.4 ****************** automatic, 3 miles, ****** stock # PC018124, new... More Details Comments Vehicle Photos Options Technical 4 Wheel Independent Suspension **** Axle Ratio 959# M
  03/23/2023 1:59 PM
  Outbound Text Message
  
  Sent to: **************
  By: *******************
  Good Afternoon is this *******?Text STOP to opt out of texts
  03/23/2023 1:08 PM
  Outbound phone call (Machine) (Duration:00:19)
  
  By: *******************
  lm
  03/21/2023 10:05 AM
  Outbound Text Message
  
  Sent to: **************
  By: ***********************
  *******?
  03/20/2023 10:47 AM
  Outbound phone call (No Contact)
  
  By: ***********************
  no contact
  03/20/2023 10:08 AM
  Email reply to prospect
  
  Subject: Safford Volkswagen of Fredericksburg Read 2 trackable times. First after 7 hours.
  By: *******************
  *******, The ID.4 that you ordered has arrived and is ready for delivery. Are you still interested in the vehicle? ******************* Sales Consultant Safford Volkswagen of Fredericksburg Direct: ************** Main: ************** Click here for Directions...
  03/20/2023 9:56 AM
  Outbound Text Message
  
  Sent to: **************
  By: *******************
  Good Morning *******. The ID.4 that you ordered has arrived and is ready. Would you like to take delivery of the vehicle?Text STOP to opt out of texts
  03/20/2023 9:54 AM
  Outbound phone call (Machine) (Duration:00:53)
  
  By: *******************
  left message
  03/17/2023 2:31 PM
  Outbound Text Message
  
  Sent to: **************
  By: *******************
  *********************************************************************************************************************************** Reply STOP to unsubscribe. Message and data rates may apply.
  03/17/2023 2:28 PM
  Outbound Text Message
  
  Sent to: **************
  By: *******************
  Good Afternoon *******. My name is *** and I am one of the ** specialist here at Safford Volkswagen in Fredericksburg. I am reaching out to let you know that the ID.4 that you built and reserved has arrived. When would you like to come pick up the vehicle? We also offer home deliveries as well. :) Let me know.You are receiving this text from Safford Volkswagen of Fredericksburg for communication purposes. Reply with "STOP" to opt out.
  03/17/2023 1:50 PM
  Inbound phone call
  
  By: ***********************
  Auto generated from adding customer
  Customer ID: ********* | LeadID: ********** | DealerID: 16834

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would NOT resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They reached out to me, and I responded. They were not supposed to sell my vehicle as I had paid for a reservation, nor did they state they were going to sell it. 
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Vehicle purchase and warranty was 8/30/2022 price of warranty was ******* I contacted her on the second week of september and remind her she never got back to me until i email her many times on september 25 to september 30. I want full refund and the interest rate acumulated and authorize by ***************** and a compensation for the stress and constant call never returned it by the dealer or management

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my my car to the volkswagen dealership in Fredericksburg VA. I took it there because my break lights stayed on without hitting the breaks. The emergency park break light was on, the traction light was on and the abs light was on. They ( ***) told me that everything was fixed. All I needed was a o2 sensor which I would fix at a later time. They charged me $******. The next day all the lights were back on. I took the car back. This time they told me I need wheel bearings and sensors which would be $2,400, $710 to change the o2 sensor and a couple of other things. I have all the paperwork. I talked to the service Manager (****) he told me there's nothing they can do. I also spoke with the General Manager ( *************) Also I wrote a 2 page letter explaining that I paid ****** for nothing. I also asked them for a partial refund and **** told me he can't do that. I just want my money back. Thank you

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Took my vehicle to the dealership in April. My car was having electrical issues. Radio stopped working, and there was a drain on the battery. My car was at the dealership for several days. They told me that my key was likely draining the battery. The car battery was changed. I was charged a total of 772 dollars. I paid over 300 dollars for a rental car. It did not make sense. And I waited a few weeks to hear from the service manager. Then almost a month of waiting for him to call me back. And I wanted to go and get another opinion. I wanted to know what diagnostics were done. I never heard back. Called corporate, they reached out the dealership and they could not get the service manager to call me. Then, I got frustrated and asked for my money back. My car broke down in ***** would not start. Now I have to go through the process of really finding out what is wrong with my car. VW will not provide codes, or testing results. They had my car for days, and I cannot get the manager to call me back. The corporate office said it us up to the dealership to reinburce me that I have everything I need and should call the service manager, that is what I was trying to do all along. And since corporate couldn't make him call me back, how can I?

  Business response

  07/20/2022

  Vehicle was diagnoised and customer only authorized a certain amount of repairs.  The vehicle is a 2011 and they were told that the vehicle may have other issues besides the most obvious.  Which it did.  Dealership quoted customer a charge for further diagnostic and customer refused.  We gave them options of what might still be wrong with the vehicle and they declined.  Please let me know if there is anything further that I can do to help.

   

  thank you

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

*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. ↩