Complaints

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• Initial Complaint

  Date:15/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a brand new 2024 Golf R and its been a complete nightmare. Purchased in mid December 2023 and to date the vehicle has been in service for over 30 days while they try to figure out why my steering wheel controls randomly stop working. Theyve replaced the steering wheel controls twice and it hasnt fixed the problem. Their service advisor ***** is absolutely inept and in fact arrogant and rude in his responses via text. I brought the car in and it was left there for 14 days only to be told theyve replaced the controls again - they claim this time the fix would work. It hasnt. Now its been in the shop for another 8 days and this time around they say they cant replicate the problem. So obviously it just be working. However, when the car was in the previous Monday, ***** came out, saw the controls not working and took a video for VW rather than take it in then and diagnose the issue, booked it in days later because they didnt have time to look at it. So when the controls werent working then, and now theyre working again, ***** would like me to believe controls are working as intended now. What horrible service! This dealership and VW should not be selling cars that have obvious material defects. I bought a lemon! Ive called **** the sales manager, *** left a message from the owner *************************** and no reply! They cant be bothered to deal with a customer whos paying $830 a month for a car that isnt working as intended and in service for over 30 days so far.

  Business Response

  Date: 03/04/2024

  Please note that the dealership along with VWC is working on a resolution. The vehicle is currently at the dealership for further investigation and corporate is aware. At this time we have no further communication and there is no option for a vehicle replacement. ****************** has been communicated with by numerous members of our team including myself contrary to the comments.

  Hoping to have this resolved shortly.

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

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21436759
  
  I am rejecting this response because:

  My car has now been in service for over a total of 40 days since only owning it for 3.5 months. Im not sure how *************************** can confirm that the issue will be resolved shortly when in fact they and VWC still have no idea what is root cause of the problem is. They are simply trying to replace parts hoping that the issue is fixed each time. Meanwhile, I have been inconvenienced beyond what can be reasonably expected to resolve the issue with this car. I continue to make payments for a car that Im not actually driving. 
  

  I have initiated a CAMVAP complaint and have requested a full buyback. Its clear that VWC does not intend to do the right thing at this point. I cannot continue to hope that their efforts will finally resolve this problem with the steering wheel controls malfunctioning continuously and at randoms times.
  

   

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