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:14/02/2024

  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 received an extended warranty notice in May 2023 for something I had replaced in October 2020. I submitted the documents exactly how the notice said in late May 2023. In Jan 2024, the same part broke, which reminded me that I hadn’t heard back about my first claim. I called customer service who told me my second replacement wouldn’t be covered under the warranty as the 2 year warranty on the part would apply. Since I had the part replaced over 2 years ago he said I would have to pay for it out of pocket but gave me an email to submit my first claim to. I sent in my invoice, the original invoice for the part purchased by my mechanic and all other required documents. I called in to check on the status of my claim, and I was told that I was only being reimbursed for the cost of the part, as I should have gone to Volkswagen to get it replaced. If I had of know 2.5 years earlier that it would have been covered under the extended warranty, I would have. This was NOT indicated on the document I received in the mail. I emailed the customer care team numerous times with all of my questions and complaints as no one has responded. No one at VW could give me a straight answer to any of my questions and each time I asked a new person, I got a different answer. I am very frustrated that I cannot claim labour for either of my 2 repairs as I was given incorrect information from VW. I also pointed out that my repair from 2020 was proven by my 2024 part invoice and approved by the VW team. This whole process was a nightmare and proved to me why I go to my trusted mechanic for repairs. I will never buy a VW again. I will be going to VW to get EVERY outstanding recall fixed and will be getting use out of EVERY extended warranty claim to get my moneys worth. When this part breaks again in 2 years I will definitely visit VW to get it serviced under warranty. I’d appreciate if my comments were heard by someone who will do something for the next person. Very disappointed.

• Initial Complaint

  Date:02/02/2024

  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.

  my 6 month old car is leaking on the interior between the rear view mirror and the sunroom. it has leaked 4 times in the past 6 months but upon bringing the car in for inspection, they said they can't replicate the issue so nothing can be done. they asked me to contact vw Canada. upon contacting vw Canada, they told me to get a second opinion and that nothing can be done unless they can replicate it. I have video proof that the car is leaking. they refuse to do anything other than spray water outside the car. I've been told they can't prove it's leaking. I will never drive another vw in my life. How does my 60k car leak after 6 months and no one at vw is willing to help me.

• Initial Complaint

  Date:02/01/2024

  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.

  My VIN number is *****************

  One of the major reasons for purchasing this car was that I was able to remote start the car from the app. I would have never purchased this car if this function was not working.
  
  After calling the dealer to be told they can't help and to press the i button in the car for support to the Volkswagen app support telling me to go to the dealer the problem was never resolved. I opened multiple tickets and nobody got back to me. The dealer on *******, Quebec said they would get back to me and never did. I would like to give my car back so I can buy a car with a reputable car brand that cares about it's customers.

  Business Response

  Date: 03/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  The vehicle comes with a manufactures 4 year/80,000 km warranty (whichever occurs first) which covers manufacturing shortcomings.  You can visit your local dealership where our technicians can diagnose your vehicle to see if there is an issue.  

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called the dealership and they did not have a solution nor do they call me back. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 10/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond.  In order for the customer's claims to be investigated, the vehicle must be brought to a Volkswagen dealership for diagnosis.  The customer can go to any authorized Volkswagen dealership within Canada where their vehicle can be diagnosed.

  Customer Answer

  Date: 11/01/2024

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

  I have gone to the dealership where I purchased my car and they have done the diagnostic but could not provide a resolution. I would like my car to be fixed (they say they might have to order a new module but this seems to take very long and unsure if this will work). I would either like a new car, a refund or the car to be fixed with a generous compensation for all the troubles. I am willing to go to all the news outlets in English and in French to tell my story about how Volkswagen does not care about after sales services once the car is sold

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

  Customer Answer

  Date: 19/01/2024

  Hello,

  I have called the dealership every day for the past 4 days and visited as well. They tell me every time they will email be the diagnostic report because they have to get it from Nick in service but never email it.

  VW Canada should attempt to get from the dealership in *******, Quebec ******** *** ******** I've wasted enough of my time and would like to add this to my complaint to get further compensation. Again I am logging every conversation and interaction in this whole process in case we need to go to the media to tell my story

  Business Response

  Date: 29/01/2024

  Thank you for allowing Volkswagen Canada an opportunity to answer.  Volkswagen Canada has reviewed the customer's complaint and confirmed that our dealership has reviewed and identified the part that is not operational and has ordered a replacement.  The vehicle is still operational.  If the customer is looking for a reimbursement, they would have to follow up with the dealership where the vehicle was purchased.  Volkswagen Canada does not own or operate any dealerships in Canada.

  Customer Answer

  Date: 29/01/2024

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

  This still hasn't been fixed. I had to file multiple complaints everywhere just to get this taken seriously. A part has been ordered but not yet fixed. I had to spend so much of my time when this should have been an easy fix if someone took the time to assess the problem.

  if Volkswagen Canada doesn't want to compensate me then I will go to the media with my story as I have logged everything in detail.

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

• Initial Complaint

  Date:30/03/2023

  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.

  ****** ****** warranty claim
  
  Issue: Volume button on the steering wheel works but the defective plastic cap that covered the button fell to the floor and cannot be found. I took the car to the dealership and their diagnosis reads : Volume button is missing… **** *** *** ****** ****** ** ******* ** *** ******** ***** ***** *** ** *** ** ****** ******** **********  Dealer denies warranty claim because the plastic cap (not the button) is missing. **** ** ******* * ***************** **** *** ******** *****  Dealer requests 333+tax to replace steering wheel button assembly.
  
  Given the odometer at 19,288 we require the coverage of the defective plastic cap under warranty.

• Initial Complaint

  Date:07/03/2023

  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.

  VIN for the car is: ******************

  I took delivery of a '22 Golf R on 07-Feb-22. Almost immediately, I began to experience periodic issues with the car, all seemingly controlled by the infotainment system. Some issues were minor in nature, but most deal with the car's safety systems (eg. failed collision warning system, random automatic braking, no defrost...). The car's safety and infotainment systems do not work as designed. The issues are well known among other owners and documented online in various forums.
  I have been in constant contact with ***** Volkswagen and the car has been in the shop over 10 days in Apr, Sep, Oct, and Dec '22. Over these visits, in addition to addressing 3 unrelated recalls, the dealer replaced the rear camera believing this may solve the issue but it did not.
  Re the infotainment system, the dealer advised me in Nov '22 that a software update was required and expected at some time in the future, and that “VW knows that there are certain issues with the vehicles and told us to wait until this arrives”. To date (Mar 7, 2023), there is no update available.
  I have a very detailed list of incidents and the dates they occurred, along the several pictures and videos showing the issues as experienced. On the dealer's advice, I presented these to Volkswagen Canada but they have dismissed my concerns stating that they will not take any action because the dealer was unable to duplicate them while the car was at the shop.
  On one hand, VW has told the dealer that there is a pending update to fix certain issues, but then they are telling me that they do not acknowledge my issues because the dealer could not replicate them. I believe VW is dishonestly playing down the known problems.
  Bottom line: I am paying full lease costs for a car that does not have the safety (or comfort) functionality that they agreed to providing.
  From VW Canada I am seeking (1) acknowledgement that the issues exist, (2) a system update, and (3) financial compensation for not getting full value for the car.

• Initial Complaint

  Date:21/02/2023

  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.

  VIN # *****************

  In the spring of 2022 I noticed something hanging down under my 2015 VW Jetta upon closer examination I realized that my rocker panel was rotten. I checked the other side and it was rotten as well. I hadn’t noticed sooner because in the winter ther is usually slush, snow or ice hanging underneath the car. I contacted **** **** VW in Ottawa and sent them pictures I had taken and the person I spoke to told me this was not under warranty. When I was in Ottawa a few weeks later I stopped in at ***** VW were I had purchased the vehicle. They took pictures of other common rust areas and submitted the rust claim to VW. In November 2022 the claim was approved for other rust areas, but not the rockers because they were perforated. I tried calling VW customer service a few times and the claim was still denied. I was advised I should have notified them of the issue sooner. * ** * ** **** *** ****** I advised them that I had no reason to be looking under my car as I had no reason to think there was anything wrong until I noticed the paint hanging down. The car is a 2015 and it has a 12 year rust warranty. Thank you

• Initial Complaint

  Date:12/01/2023

  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.

  Trying to get warranty for my car for 4 months power train finally 4 months later they tell me its warranty they need my car for minimum 7 days more like a month a have email and i need to arrange my own transportation for the period no loaner or rental will be given well they try to fix the problem * **** * **** *** * **** ** **** ** **** *** **** **** ** ** ** ****** i cannot afford rentals or even the 20 a litre oil they made me but in to top up for the last 4 months.

• Initial Complaint

  Date:22/12/2022

  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.

  VIN * *****************

  my vehicle has an over heating issue and I have been trying to address this issue for the last 8 months. It has been at another VW dealer several times and I think they have given up trying to find the problem. I called Volkswagen Canada and I was asked to take my car to a different dealership. It been over 2 months and my car is currently at *********** Volskwagen and they are waiting on instructions on how to proceed. I have been out of a car *** ********* ********** with the situation. The vehicle is supposed to have the diesel emission extended warranty and I am supposed to be provided with a loaner if the repair is going to take longer than three hours. I think the time this is taking is a lot more than that. All i am asking for is my car fixed hopefully this year.

• Initial Complaint

  Date:08/12/2022

  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.

  VIN….  ***************** 
  

  I purchased a New Volkswagen Golf R on November 1st 2018. On December 2nd 2022 the slave cylinder on the car failed. That’s one month and a day after warranty expired. *** ********** ***** ** ***** * **** ** ******* **** *** ******* ** ***** ******** ** * **** ****** The slave cylinder has nothing to do with driver error. I service my vehicles every 5000 km including a service at 1600km after the break in period. There is only 40000km on the car that’s 40000km less than the stated warranty. To fix the problem VW said it would cost $4000 to fix. VW Canada refuses to help with the cost to fix * ***** ** ****** *** part failure. **** ****** *** **** **** *****

• Initial Complaint

  Date:01/12/2022

  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.

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

  2020 VW Tiguan purchased Oct 24, 2020.
  Issues started mid-October 2022. Car had 78K km on it.
  Have multiple videos and pictures of car safety features malfunctioning:
  -blind spot indicator recognizes a "ghost car" is in my blind spot, and won't let me change lanes on the highway
  -car spontaneously brakes (slows down) for no reason when travelling at highway speeds
  -car beeps and flashes "Take Over Steering" then tries to steer the car without you (often into the next lane of traffic), even when you have a firm grip on the steering wheel
  All three problems have been video recorded and proof provided to VW.
  Car has been to VW 3 times, two different dealerships and they are "unable to recreate the problem" so it does not qualify for a warranty claim. Photos and videos cannot be accepted of the car doing ********* things, as the tech at the dealership cannot recreate the intermittent problem when he is physically driving the car.
  At my wits end with VW dealers, escalated to customer care on November 3rd. Was told I would get a call back in "1-2 business days" from Nov 3 with a possible resolution.
  Car picked up on Nov 11th after an issue with the invoice was corrected. Within 24 hours, I took another video of the car doing the same action on the ***.
  Did not get a call back until Nov 16th from customer care. Was told that because the dealer cannot recreate the problem the car is deemed safe to drive ****** ** ** ******** **** ***** *** ******* **** ****** ****** *** *** ************** * ******* **** **** *** *** ******* ** it was going to cost me double that to have someone else look at and diagnose the issue the car is having, since VW can't do their job. CSR Karan escalated the call and was told I would get a call back by 6:00pm that day.
  Finally received call back Nov 30th. Was told I would receive $300 credit within 48 hours but that's all they could do. Car is still malfunctioning on highway *** ** *** **** ** *****. I want my car fixed, under warranty.