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:07/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 bought an ID4 2022 and received my car December 2022. The car drives great, however within 3 months of driving, I started having problems with my sensors. They would just go off at random times. On sunny days, i get notifications to clean my sensors... my radio started disconnecting . when I mentioned it to the dealership, I was told there are no problems with the car. In the past year, my car starting making a very loud noise when I go from park to drive. It makes a very loud noises and jumps forward, once again the dealership dismissed me. I sent them a video proof of the sound and was told to bring my car for a repair. Once the repair was done, the sound and push of the car were still there, but this time i was told there are no issue with the car and once again I was dismissed. I have windows that open when you try to close them. I have faulty radio system and faulty breaks. Yet the theory is if they cannot reproduce the problem in the garage, they cannot repair it. This has been the most frustrating car I've ever had. Never again

• Initial Complaint

  Date:26/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Feb 6 2025. Based on receiving a Campaign Reimbursement Request Form from Volkswagen Canada indicating VW would reimburse 'out of pocket expenses' for their 20UF Recall Jet Suction Pump, rather than drive an hour to and from Barrie VW, I had the work done locally at ***** **** for $319.23. When I submitted the required paperwork VW said they would reimburse $0, as I did not include an invoice showing ***** **** had bought the part from VW despite it not being on the VW form. I was pleasantly surprised when ***** **** gave me the $68.61 invoice which I submitted. I was shocked to receive a $68.61 refund which included $0 for labour. I called Barrie VW to find the cost of a Jet Suction Pump replacement not under Recall. I was told Parts plus 1.5 hours labour @ $159.99 plus HST. Doing the math it was cheaper at ***** so VW should have no issue. ******* ** ***** ******* ********* **** **** ** ******** ****** *** ******** ***** **** ***** ****** ** **** *** *** *** ******** ******* The VW Campaign Form plainly states VW will reimburse 'out of pocket expenses'. ******* ** *** ** ******** ****** *** ** *** *** ******** ****** ** *** ********* ***** ******* ****. I want my $250.62 missing refund. I have written multiple emails to VW & requested Management Intervention which has been ignored. My internal policy is to get paid when a vendor offers reimbursement in writing. I would like your help in obtaining this refund.

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  - Purchased vehicle new June 14 2024.
  - MMI (essentially the brain of the vehicle) works sporadically. Cannot access all functions at all times.
  - Vehicle has been in service 4 times for same issue.
  - Issue reproduced in-house by service technicians.
  - Service tickets were sent, safety issue noted. Audi Canada disregarded saying that since I can pullover, it is not safety related.
  - Audi Canada does not have a solution, but are aware there is a software problem.
  - I contacted Audi Canada to ask about this issue. They told me to simply wait. When I asked about a potential issue (since I can’t check my oil levels when the MMI doesn’t work, if my engine runs hot and needs to be replaced, who is responsible for cost of replacement?), I was brushed off (told to simply wait until they have a solution).
  - Found technical service bulletin (TSB) (February 2025 – dated from October 2024), which I sent to Audi Canada during our e-mail exchanges as well as to my service advisor, GM and service manager at my local dealership, but dismissed as it is from Audi of America (I learned this via my service advisor).
  - Spoke with service advisor March 19, he sent new TSB which indicates there is no set date for fix and that I am to simply wait (but expected to be available from the middle of the second quarter of 2025). However, when I send the TSB I found in Feb 2025, I was informed that a fix would come by the end of first quarter.
  - My dealership is working with me, as they have never experienced this and want it resolved.
  - Audi Canada has offered e $750 to use at any dealership for my inconvenience, however this does not resolve my issues.

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 leased a 2024 Audi Q8 e-tron. On August 11, my husband was driving on Hwy407 in the rain with Drive Assist activated. Our two kids and I were in the car when it experienced a severe malfunction. As the heavy rain began to subside, the steering wheel suddenly started oscillating wildly without warning. Due to the excess water on the road, the car couldn’t recognize the lanes and kept switching directions, even though my husband was driving straight. Despite his efforts to stabilize the wheel and regain control, the car continued to swerve unpredictably between lanes. It ultimately did a U-turn on Highway 407 and we collided with the center concrete barrier.
  Our kids, who have special needs, are still dealing with the aftermath of the accident. They are extremely nervous on highways to the point that my older son’s Drive Assist keeps prompting him to take a deep breath while in the car.
  Despite our numerous attempts to address this issue with Audi, including providing them with the police report that corroborates our account, we have been met with disregard.
  As loyal Audi customers, we feel betrayed by the lack of responsibility Audi Canada has taken for their faulty vehicle. My husband, has over 25 years of driving experience in Canada without a single accident or traffic ticket. The fact that no other car or external conditions were involved in this accident further underscores that the incident was caused by the Q8’s malfunction.
  Audi Thornhill explained that the car only logs certain data and that the Drive Assist/Lane Control Assist is not perfected yet. However, there is no way for us to prove the cause of the accident since only Audi has access to the logged information. After two months of fruitless communication with Audi, I am reaching out to the BBB to encourage Audi to stand behind its vehicles. Audi Q8 e-tron is being discontinued next year, yet many remain on the roads, posing a danger to innocent lives.

  Customer Answer

  Date: 30/10/2024

  We are seeking compensation from Audi for the following reasons:
  Increased Insurance Premiums: As we were deemed at fault for the accident, our insurance premiums will increased for the next 7 years.
  Luxury Tax, Freight, and PDI Payments: We paid these fees for a vehicle we could only use for a few months, and had to pay them again for a new car within the same year.
  Unutilized Services: We paid for warranty, maintenance, and insurance services from Audi that we were unable to use. Both *** and ************* refund these costs if a car is written off, but Audi has refused to do so.
  Misrepresentation of Insurance Payment: The $550 insurance payment was presented as GAP insurance, but it only provided a $5,000 credit toward a new Audi, effectively binding us to Audi regardless of the service received.
  Time Spent on Unproductive Communication: We have spent considerable time communicating with the dealership and Audi without resolution.
  Deposit Deduction: Despite the car being written off, Audi deducted $110 from our deposit for an additional 200km on the car. This seems like an attempt to exploit every loophole to charge customers more.
  
  Additionally, the accident has caused significant mental stress for our children, which may have lasting effects.
  Despite providing solid evidence, including the police report, Audi continues to suggest that the accident was our fault and that we had control of the car. They have no logical explanation for why a car driving in low traffic on the highway would do a 360-degree turn. Audi has refused to share any technical data, reports, or logs, only sending a simple, dismissive email stating there was nothing wrong with the car. 
  Our total compensation expectation is CAD $36,000.
  We also request that this information be made public. My ****** review has been repeatedly removed and hidden from public view.
  Thank you for your support, 
  
  Regards, 
  ***** *****

• Initial Complaint

  Date:13/08/2024

  Type:Customer Service 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 own a 2016 VW GTI currently with 89K km on it, purchased new and very well maintained since new at my local VW dealership. The suction jet pump inside the fuel tank has failed on my car on March 8, 2024 at 86.5K km. While a new safety recall was just announced on Feb 22, 2024, the suction jet pump was under a previous warranty extension (I had to wait for the part to fail in order to be replaced). Being aware of the potential risks due to this part failure and its failure symptoms, I stopped driving the car and immediately and called the VW dealership for a service appointment. On March 13/14, 2024 I had the fuel tank replaced under the extended warranty, but the dealer informed me that the consequential damage to the charcoal canister (found full of fuel as noted on the service invoice) is not covered by the warranty and I have to pay for the repair out of pocket ($1,840.68) and potentially contact VW Canada for reimbursement.
  I opened the first case on March 15, 2024 and the claim was bluntly rejected on April 12, 2024 without explanation. I requested to speak to the person in charge for the decision, but my request was abruptly denied by the VW Customer Care representative.
  After receiving the safety recall letter (recall # ***** for the very same part on late April, 2024, which very much acknowledges the consequential damage to the charcoal canister, I opened a second case in June 2024. I provided all requested documentation, the VW dealership (re)confirmed the consequential damage to the charcoal canister yet my claim was again rejected in July 2024 without any pertinent explanation. When I asked for the opportunity to discuss the matter with a person of authority at VW Canada Customer Care, my request was merely ignored under the pretext that the decision is final and the case is closed.
  Aside of the monetary aspect of the entire situation, the lack of customer care exhibited by VW Canada Customer Care (?!) is utterly disappointing.

  Business Response

  Date: 19/09/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond. 

  We are sorry for the delay. VW Canada is aware of this case. Extended warranties are in place to address a concern when it arises, the customer was seeking reimbursement for the EVAP Canister which is not part of the extended warranty. 

   

  Thank you, 

  VW Canada Customer Relations. 

   

   

  Customer Answer

  Date: 27/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response ignores the fact that I opened a second case, AFTER a Safety Recall has been issued for the same part. The very reason  for the safety recall is that if the suction jet pump fails, the EVAP canister will be flooded with gas which could drip on the ground and other hot parts of the car (e.g. nearby exhaust pipe) and potentially ignite causing a fire. If the charcoal canister gets flooded with gas as a result of the suction jet pump failure, which in my case it did, it's permanently damaged and this is virtually unavoidable and VW Canada knows it very well.  So basically, VW Canada refuses to accept responsibility for the CONSEQENTIAL  DAMAGE to my vehicle due to the failed part, now subject to a Safety Recall . More so, VW Canada refused to provide any pertinent explanation on their decision and simply stopped responding to my emails.

  
  Sincerely,
  
  
  
  *** **********

  Business Response

  Date: 09/10/2024

  Thank you for allowing Volkswagen Canada another opportunity to respond. 

  We will reiterate our previous decision.  Extended warranties are in place to address a concern when it arises, the customer was seeking reimbursement for the EVAP Canister which is not part of the extended warranty. 

  Thank you,

  VW Canada Customer relations

• Initial Complaint

  Date:18/04/2024

  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.

  Bought our 2022 atlas brand-new from the Orillia VW. Since DAY ONE it has been nothing but a nightmare!! Issue after issue with the vehicle. Rust already starting on a vehicle that's 2 years old. Told them about it when I spotted it after only being a year old. They ate FINALLY saying they're going to fix it and will take a week to fix. They are refusing to give us a loaner vehicle when we live out of town (an hour away) we have to work and have 3 very young children to get around. I think it's absolutely brutal that they aren't willing to fix the issue and provide us a loaner. This is at fault of VW. They made a **** vehicle and we got stuck with it! Getting it fixed They will likely "bandaid it" until the warranty runs out and then I'm stuck with a rusty vehicle. I am currently looking into trading the vehicle and going with a complete different manufacturer that will do the right thing to make customers happy. They only care that they got your money. Also being told I HAVE to go to the dealership I got the vehicle to have oil changes or it will void any warranty. Orillia is the absolute worst place to deal with!!
  Make this right VW!! If the right actions are taken you might keep us as customers, if not, see ya! And I will make sure everyone around us will never step foot in a VW dealership.

  Business Response

  Date: 24/04/2024

  Thank you for allowing Volkswagen Canada to respond.

  The customer has an active case with Volkswagen Canada and the Dealer is involved.

  Regards,

  Customer relations.

  Volkswagen Canada Inc.

  Customer Answer

  Date: 24/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Although they are "fixing" the rust. Not sure if this is a bandaid that will rerust after the warranty runs out. I'm also beinf left without a vehicle because they are refusing to give me a loaner. This is a VW issue. I bought a vehicle because I need a vehicle.  Now I am being left without one for a week and I live out of town with 3 children. How am I supposed to get around? This is at fault of VW. Not my own. The dealership that is involved has been terrible also. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 29/04/2024

  Thank you for allowing Volkswagen Canada to respond.

  The customer has an active case with Volkswagen Canada, the complaint is in review with the dealership. the customer will be reached out once a decision has been made.

  Thank you,

  Customer Relations

  Volkswagen Canada.

• Initial Complaint

  Date:07/03/2024

  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 made a rust warranty claim with many months left on my warranty. VW Canada takes a very long time to get around to viewing their claims and in that time the warranty expired so they are denying my claim. If I had a warranty with many months left on it when I made the claim then it should be honored. The customer should not be punished for VWs extremely long processing times.

  Business Response

  Date: 07/03/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  The customer's claim was received & approved on October 2, 2020, and all sections were approved for their claim.  Their approval was valid until January 30, 2021.  No action was taken to have the extension window prolonged.   If the customer was not able to have the repairs done at that time, a communication could have been sent to their dealer to have it extended.  At this moment, the warranty period has expired.

• Initial Complaint

  Date:27/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 own a 2018 Vw Tiguan, Recently its started burning massive amounts of oil. Dealership had told my wife it means its " Time for an oil change ". So my wife didn't think anything of it. The moment I found out I requested an Oil consumption test. My 2018 VW Tiguan is burning .42 L of Oil every 1000 km travelled. But Vw Canada says that its vehicles have a tolerance in place to allow up to .5 L of oil every 1000 km. With my vehicle coming in just under the allowable tolerance at .08 under the max limit of oil burnt per 1000 km, they charged me 400 dollars for the oil consumption test and told me OH WELL. The vehicle has major problems and they are not willing to even work with me on fixing it. They have told me OH WELL. since its .08 under the Max limit allowed it passed the test and they claim my engine is good. WHICH ITS NOT. no engine should burn 3-4 L between every oil change ever!. VW Canada recommends oil changes every 15000 km. If I waited the 15000 km to do an oil change at a burning rate of .42 litres every 1000 KM I will not even make it back to the dealership before the vehicle has burned all of its oil. HOW IS THIS ALLOWED?? how can a company get away with this. My vehicle is still under warranty but because it's .08 under the Max limit they say " OH WELL" . I have a 2018 VW Tiguan with bad rings it, which means major engine issues allowing engine oil to pass by the piston and get burnt. This is not ok for the environment, and it's not ok to do this to your customers! This is absolutely crazy that no one can help me resolve this !! Furthermore, this is a well known issue and if your customers are having engine problems, it should not be a charge! It's your problem not mine! I had to waste the gas money and time spent at the dealership! and pay 400 bucks plus I still need a motor!!!!

• Initial Complaint

  Date:23/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We purchased a golf wagon in 2015 from ********* Volkswagen and had it serviced and looked after by them since. In April of 2023 it started leaking from the sun roof. I brought it to ********* Volkswagen and 2023 the car went in for the diagnoses and it was discovered that all the sunroof rubber drains were eroded and all had to be replaced. We were told this happened because we park the car outside on the street in front of our house. The dealership was very surprised by the amount of degradation of the drains. The drains were replaced and the interior dried out and I was told at that time by the service advisor Tina that I should contact Volkswagen Canada because this was not normal and there was obviously something wrong with the vehicle's construction. I emailed Volkswagen Canada and spoke to them on the phone but never heard back from them as to the resolution to the problem. They say they contacted me by phone and left a message in December however there was no voicemail on my phone from them nor is there any record on my phone of their number calling me.
  
  At the beginning of January 2024 I found an inch of water in the footwell in the back seat. Took the car back to the dealership and after a month of them having the car it was discovered all 4 door rubber seals were all eroded and needed replacing. The service manager (****) and the service advisor **** believe this is very very odd and while the service manager **** ****** is sympathetic there is nothing he can personally do ( he did give us 10% off the repair cost). He has emailed Volkswagen Canada.. The service advisor Tina told us to sell the car as soon as possible as something is wrong with it and we were instructed to park the car under a covered area. I once again emailed and spoke with a customer service representative at Volkswagen Canada and they claim that because of the mileage (198k) and age (9) they will not help us.

• Initial Complaint

  Date:21/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Volkswagen Canada has declined to reimburse us for a warranty repair that we paid $1489.83 out of pocket in June 2023. Our vehicle broke down in North Carolina, and although the part was covered under warranty, Volkswagen Canada instructed us to have it repaired and then inspected upon our return to Canada, with the promise of reimbursement within 6-9 weeks. Despite numerous attempts, they are now refusing to cover the full amount, claiming they do not cover labor costs, which was never disclosed in previous conversations. This will leave us on the hook for around $400, if this had happened in canada we would’ve walked out without having to pay a cent. Additionally, we had purchased an extended warranty for $2000. Dealing with this company has been frustrating as they provide no clear answers or assistance, and continuously redirect us to the dealer, who is not involved in this matter.