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:01/25/2025

  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 am writing to file a complaint regarding my experience with Coachella Valley Volkswagen. On November 9, 2024, I purchased a 2020 **************************** after being promised a great deal. The car was priced at $19,999, and I was offered a mere $200 discount. Desperate for a car, I agreed to a predatory 24% APR loan, which was never fully explained. I believe the dealership took advantage of my situation.Immediately after the purchase, I noticed several issues with the vehicle, including malfunctioning vanity lights, a faulty sunroof, power steering problems, defective sensors, broken AC, misaligned windshield components, and a damaged front camera. I contacted the salesperson and brought the car in multiple times. Each time, no repairs were made, and I was told the front camera part was on order. Weeks passed without updates. After escalating the issue to the owner, ****, I dropped the car off on December 5, 2024. When I retrieved it on December 14, no repairs had been made, and the car had new scratches, stains, and dirt. **** refused to acknowledge these damages and attempted to manipulate the timeline to avoid accountability.Since December 16, I have struggled to get updates, as my calls are ignored or sent to voicemail. The dealerships negligence has left me with a defective car and unnecessary financial stress. I am requesting immediate repairs, compensation for damages, and a review of their financing practices. The tint on the car reflects as blue, which causes discomfort and strain on my eyes, so I am requesting for the tint to be removed or replaced. I am now noticing additional issues with the vehicle, including a slow leak in the driver-side tire, which a family member who is a mechanic has diagnosed. Additionally, there appears to be a potential problem with the fuel tank, as it is consistently inaccurate and causing me to lose more gas than normal. Coachella Valley Volkswagen has demonstrated unprofessionalism and a lack of transparency.

• Initial Complaint

  Date:09/02/2024

  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 purchased a vehicle August ******* of April 2024, multiple lights have turned on in my vehicle dash. As of June 2024 I decided to take it to the dealership because thats the time that they had availability due to my work schedule. The vehicle has been taken seven times to the dealership where I mentioned whats going on with the vehicle and the specialist/Volkswagen specialist just says that the issue you are seeing is due to the weather where you live. And its a sporadic thing that will come back-and-forth, but theres nothing to worry about. That does not help me feel confident with the vehicle that I have with me. So I have taken pictures of the dash, and the car will stop working at the middle of the freeway while Im driving to work. I know that Im having multiple issues and that they keep trying to fix the issue where they will just erase Error codes on my vehicle and let me have my car so I can continue my day. Every single time I picked up my car the error lights turn on immediately, and they only say your car is fine. Itll go back tomorrow morning no time. Yet again they do not believe what I am going through with my car so I decided to take video.I let them know that I have pictures and videos of the car not working. But because they do not see those errors they just simply clear the codes on my car and return it to me without doing nothing. the service manager ***** said Volkswagen 2024 vehicles that are V4 or V5 engines have multiple errors in the motor, that they have no answer to how to fix them. Thats what the manager said on the Volkswagen buyback report that I submitted with Volkswagen credit not so long ago and have said to me over the phone. Based on every single time that I have taken my vehicle to Volkswagen to get it fixed, they keep my car and they do not do anything to get it fixed or replaced. Basically playing with my time and money because I have a car that does not work.If theres pictures or videos that I can submit I will.

  Business Response

  Date: 09/12/2024

  
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration youve experienced with your. Customer satisfaction and safety are our top priorities, and we appreciate your patience as weve worked through this process.
  
  After reviewing your vehicles service history, we understand that you have brought it in several times. However, despite our best efforts, we have been unable to consistently replicate the issues youve described, which can make diagnosing the problem more challenging. We realize this has been frustrating and are committed to doing everything we can to resolve the situation.
  
  Fuel Quality and Climate Conditions:
  Based on our assessments, some of the issues youre experiencing may be related to fuel quality and the impact of extreme desert climate conditions on vehicle performance. While this can explain some of the sporadic warning lights and performance fluctuations, we understand your concerns and want to ensure your vehicle is functioning properly.
  
  Next Steps and Escalation:
  As your dealership, we must follow the manufacturers guidelines and processes to diagnose and resolve any issues. If you remain unsatisfied with the outcome, we recommend escalating your case directly to Volkswagen of America. They have dedicated resources and technical expertise to provide further support beyond what we can offer at the dealership level.
  
  We remain fully committed to assisting you and can help facilitate the escalation process with Volkswagen of America to ensure that your case is reviewed comprehensively. Please dont hesitate to reach out to me directly at [Your Contact Information] so we can discuss the next steps and make sure your concerns are addressed.
  
  Thank you again for your understanding and for giving us the opportunity to assist you.
  
  Sincerely,  
  **** *******

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because: a lawsuit has been filed. Every time I take in my vehicle they do nothing to fix any issue the car may have. The fuel and weather conditions should be fixed and they just pass it by. They dont have the sufficient resources to fix the fuel error or climate error that creates other problems with the vehicle. Instead of giving me the runaround, the dealership should help me by fixing the issues with the vehicle. But since they dont have the resources, according to *****, the manager of service, they cant do anything.
  
  
  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Had Issues with the front brakes couple of months after the purchase. Took the vehicle to the services department more than 6 times already and they still cant find how to fix the issue. I have a two and a five year old kids. Our family doesnt feel safe anymore. Please help. Thanks for all your help Sincerely **********************************

  Business Response

  Date: 02/28/2024

  He is correct in stating that he has been to our facility on several occasions with regard to his brake noise.
  Unfortunately, three of those occasions occurred when this dealership was under different owners prior to May of 2023, so I will defer from commenting on what happened on those visits.
  
  I can tell you that in early September of 2023, I authorized under goodwill, as warranty coverage was long expired for brake noise, to replace the front brake pads and machine the front rotors at no charge to rectify the issue
  he was experiencing.
  Unfortunately, by December of 2023, the noise had returned. 
  At this stage however, we were unable to offer any assistance to the customer having already used goodwill 4 months earlier. 
  My advisors did quote ********************* both factory and aftermarket replacement parts`, but he declined.
  
  Regards
  

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On 8/1/23 I took my 2020 Volkswagen Jetta into Coachella Valley Volkswagen service department to have my vehicle serviced as I had passed ****** miles on my car. After checking my vehicle, they reached out to let me know what needed to be serviced on my car. Out of many things that they suggested needed to be done, one of them was a rear brake service for $757.59. I declined as I wanted to check the brakes out myself. This past weekend my father and I inspected my rear brakes which were almost brand new and did not need to be serviced at all. I would like to add in that they requested the rear brake service to be done on 8/1 and I checked them on 9/4 and they were still in good condition. A couple days later when I went to pick up my vehicle from the service department, I went to talk to the financing department about a certain charge from Volkswagen when I originally bought the car and if it would be going away, mind you this was my only intention. The finance employee asked me if I would be INTERESTED in exchanging my car for a brand new one. I replied with yes, as I was interested, that was all. He then took me to a salesman and told him to run my credit, pick out a car, and have it shipped to my address. I explained to the salesman that I was not that serious about trading in my car with a new one. He told me he understood but they were going to run some numbers to give me an idea. So, they ran my credit anyways. They tried to contact me multiple time on my work phone after my work hours, so I was not available to answer. I tried to return the phone call, but it would not let me as I believe I would need the finance department's extension. Over this weekend, I received a piece of mail from Volkswagen stating that I was denied vehicle financing. This simply does not make any sense given my annual gross income, credit score, and money down offer. The letter does not state any reasoning as to why I did not qualify & I don't believe my credit should take a hit.

  Business Response

  Date: 09/11/2023

  We apologize for the process that you went through and based on the information that I was given by staff and our system, it looks like the information was not sent to Volkswagen Credit. The letter you received was actually from **********, which is a 3rd party source that is used by dealerships to obtain accurate credit scores. They automatically send a letter if we do not seek or get credit from a finance lender, just to ensure that you don't have wrongful credit added to your SSN.

  You were not actually declined by any banks with us, and nor does your credit fine show a "decline". 

  Once again, I apology for the misunderstanding and the experience that you received.

   

  Thank you

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

  Owner

• Initial Complaint

  Date:08/06/2023

  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.

  In January of 2020, we took our vehicle to Coachella VW for recall work. They were out of loaners so they set up a rental through Hertz. Coachella drove my wife to the car rental place and they had it all set up, just needed her info for insurance. Then two days later the repairs were finished the rental car was turned in and we picked up the repaired car. Following this we got a few calls from hertz asking for the balance due, we reached out to Coachella and they assured us that they would pay the invoice. However, in 2023 a debt collections company reached out saying that that invoice was never paid by Coachella and they wanted us to pay. We contacted Coachella VW about it on 8/6/2023 and spoke with a manager who said it was not his problem.

  Business Response

  Date: 08/06/2023

  That was the old ownership group and is no longer part of Coachella VW. It is now owned by PATH Automotive…. Sorry can try to reach the previous owner for them.

  thanks

  ****

  Customer Answer

  Date: 08/07/2023

   I am rejecting this response because:
  
  
  Billing Information says Coachella Volkswagen not any particular owner. Debt should travel with the business sale, same as any inventory, profit or other lien.

  Business Response

  Date: 08/07/2023

  The sale was an asset purchase and not a business purchase. We don’t warrant any previous transactions by the previous owners. 
  having said that, we are more than happy to reach out to the previous owners for resolution. 
  we can’t promise what their response will be.

  thanks

  **** *******

  4***********

• Initial Complaint

  Date:03/22/2023

  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.

  Hi, I’m October, 2022, I purchased a 2018 Honda civic from Coachella valley Volkswagen, the vehicle drove very good until March9, 2023, I should mention that I purchased an extended warranty on the vehicle. So I stopped at Stater bro market in ****** ** for some groceries, I left my adult grandson in the vehicle, after a few minutes my grandson called me to come out because the car just shut down. So I went outside to see what the problem was, my vehicle would turn over, but not start. So the next day I had it towed back to Coachella valley Volkswagen. The VW dealer started off by telling me that because I was in the process of installing a subwoofer maybe that was the problem without even looking for the problem. So since it was a Honda, they told me to have it towed to the Honda dealer two blocks away. The Honda dealer diagnosed the problem as a burned wiring harness and fuse Box and it would cost me $9,500 to fix it, being a Veteran and not having much money, this would be impossible for me to raise this kind of money. I was told that my extended warranty would not cover the repairs. So now am stuck with no vehicle, I still owe approximately 25,000 on the vehicle and the way it looks is that I will have to let the bank pick up my vehicle adding severe damage to my credit. I feel that VW is still responsible for my vehicle, but they don’t want to touch it. Help, I need a vehicle to get to and from work and as a Veteran it’s really hard, I serve my country and still can’t get my car fixed. Just want to say that my vehicle should not have broken down in 4 months with only 40.000 miles. Help

  Business Response

  Date: 03/24/2023

  Responding to complaint #******** :

  I am so sorry for what happened to your car while you were shopping or what your grandson did to it while you were gone , but I want you to understand that you have purchased a preowned vehicle from us and we have no control when a used car breaks down . In regard of purchasing an extended service contract , it all depends what kind of service contract you have purchased and what that service contract covers , if the brake down of your car isn't covered by that extended service contract there is nothing that Coachella valley VW can do ( Every Extended Service Contact has a limit of accessories that it covers ) , there is no Extended Service Contract Company exists that covers every thing on a pre owned Vehicle . Again I am so sorry for your car's break down , but as you have admitted from when you purchased your car from us in Oct-2022 , till March 2023 that car was working perfectly , therefore Coachella Valley VW doesn't feel responsible for breakdown of a pre owned Honda after 7 months of purchase date.
  

  
  

  Customer Answer

  Date: 04/05/2023

   I am rejecting this response because:
  
  
  Hi ******, my name is ****** *****, case #********, I just read the rebuttal from Coachella valley VW on my complaint and am not satisfied with their answer, I didn’t have the vehicle for over 7 months before it broke down, it was only 4.5 months. So they don’t want to help me out in any way, so now I have to let the bank come and take the car leaving me with a bill of over $25,000 to pay and no vehicle. This is extremely hard for me as I work five days a week, and now I have to either walk, Uber, or a taxi to work which adds up to a lot of money. They were not even willing to give me a loaner until I found another vehicle. So I guess I will have to file bankruptcy and have it on my record for ten years and not be able to get another vehicle. There must be something that can be done. Am sorry for not seeing your message sooner. The vehicle is currently at the Honda dealer who  gave me a total of $9,500 fix the vehicle, they said that it was burnt wiring.
  ****** ***** 
  
  
  

  Business Response

  Date: 04/06/2023

  As I have mentioned before this is a pre-owned vehicle and base on your admittance the car was perfect for 4.5 months . No one can guarantee that a used car drives forever without any problems or break downs , base on your admittance the car was running perfect , you left your son while the car was on and went for shopping and when you came back this issue has happened . We were not there and we don't know what happened ? All we know we did not cause this " Breakdown " but you want us to be responsible and pay for the cost of repairs because you are not in a comfortable financial statues . I am very sorry that you are in such financial hardship , but I hope you understand that this company is owned by a corporation and every single dollar that is spent there must be a proper accounting and reason for it and simply WE CAN NOT GO AND PAY ON WHAT EVER WE WANT.   

  Customer Answer

  Date: 04/11/2023

   I am rejecting this response because: it doesn’t do me any good, I thought Coachella VW was a good company that takes care of customers concerns and problems, but I guess. I know you guys didn’t cause the breakdown but you be more responsible than what you are. And yes am in a uncomfortable financial position because I don’t have a vehicle, you must realize that not many people can come up with $10,000 just like that, only a car dealership have that kind of money. And am not in financial hardship like you think, I have money, but not $10,000 to fix a vehicle that may not even worth that much. Oh I will continue to check with attorneys to see my best option since Coachella valley VW don’t want to do anything about this situation. And am not threatening you guys like you think, I just want my vehicle repaired, that’s all, am paying $26,000 for a vehicle that I can’t drive.
  
  
  
  

• Initial Complaint

  Date:11/25/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 called Coachella Valley Volkswagen to get a price for a smog test. I was told $50 which included the certificate. I drove the VW to their location. They gave me a free ride home since they were busy and would need many hours to complete the work.. They called me later to list work that needs to be done. I reluctantly agreed to the additional work. When my wife and I arrived there to pick up our Volkswagen after 6 PM on November 15, 2022, I was presented with a bill much higher than expected, $1,136.05. I was charged $122.50 for the smog test, $111.25 for the oil/filter change, $227.50 for a wheel alignment, $241.68 for replacing steering/suspension parts, $525 for labor, and $33.09 just for paying the bill with my US Bank debit card. Had I paid with cash or with a check, this surcharge could have been avoided. To excuse their outrageous charges, they gave me a discount of $151 which was subtracted from the smog charge. I never would have agreed to an oil change costing over $100, or a smog test costing over $60. Their labor charge is $175/hour. Excessive.

  Business Response

  Date: 12/16/2022

  
  

  Hi ******,

  
  

  I have read Mr. ******** complaint ;

  
  

  Our smog is $58.25 which includes certificate, the service advisor that helped Mr. ******** is new and did not know the price of the smog. That's why a $151.00 discount was given . Oil changes rang from $100.00- $159.99 depending on the year ,make, and model as well on  the weight of oil  the vehicle requires. Our oil change price have increased due to oil prices increasing. Alignment is $129.99, which I see you were over charge $100.00. I am willing to refund Mr. ******** $100.00 dollars for the alignment over charge. We have posted signed all over service dept explaing the merchant service surcharge of 3%.  Also our labor rate has increased to $195.00 per hour on November 1, 2022. The fact that you were charge $175.00 per hour is a discount within its own. 

  
  

  
  

  Thank you, 

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

  Director- Service & Parts 

  ###-###-####

  ###-###-#### fax

  ******.*********@coachellavalleyvw.com

  
  

  
  

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 184***98, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/03/2022

  Type:Sales and Advertising 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.

  By far the worst and unprofessional experience I've ever had in a car dealership. After inquiring about a vehicle listed at $35,000 on their website, salespeople, and 2 managers tried to sell the car with additional dealer installed accessories, raising the total price above $41,000. Their website clearly states "All Pricing and Advertised Prices for any/all vehicles offered for sale does not include dealer installed accessories which can be purchased for an additional cost." "...WHICH CAN BE PURCHASED FOR AN ADDITIONAL COST." NOT that they will include it in the price tag without the purchaser consent and without an option. The dealership is applying false advertisement by adding mandatory "dealer installed accessories" prices.

  Business Response

  Date: 09/10/2022

  Customer refuses to pay all local and state taxes, we have tried to work with them but refuse to. 

• Initial Complaint

  Date:09/03/2022

  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.

  We attempted to purchase a vehicle for $35,000 from this dealership, they told us we could take the car home for this price and this was the price listed on the website, then they ran our credit without our approval and added an additional $11,000 to the price and said it was for "dealer installed accessories" there was no mention of this in the ad or anywhere else on their website. We spoke to someone who said he was the manager "********* *******" about the false advertisement on the website and he told us to speak to his lawyer. There are multiple reviews online about this business and the scams they are doing, this must be investigated.
  We missed out on a day of work as this vehicle was supposed to be delivered.

  Business Response

  Date: 09/05/2022

  We made every effort possible to explain and make sure Mr And Mrs ******* understood that the vechicle in question has dealer installed items, we proceeded to mentioned that every single car in our lot are advertised at a sales price and the majority are equipped with aftermarket items, we had permission from said customer to run credit and provide financial numbers for vehicle in question, they been in contact with our sales person throughout the whole process, we been threatened by Mrs ******* and recorded conversation throughout the process which we never gave permission to. We have no obligation to continue to hear such threats and we have the right to refuse service at that point. We mentioned we can amicably work out a deal but refused to discussed. We have no issue in conversating with customer and provide a fair deal and service. 

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because:
  This is completely inaccurate and the business is lying. There were never any threats made, I did say I was going to record the conversation because of the lies we were being told. Please review the vehicle description here: ***************************************************************************************************************

  In this ad it specifically states the car is $35k. We want to buy the car at the listed price. There is no place it states that you are required to pay an extra $11k in fees. We did not agree to have our credit run, it was only afrer they ran out credit they decided to hike the price up 11k. Please investigate this business for false advertising and for the treatment to their customers, please read all the reviews for the this business as they have been scamming a lot of people. 
  
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a vehicle from Coachella Valley Volkswagen around June 29th 2022. Vehicle was delivered to me while at work. A young courier brought me my paperwork/dropped off the car. Once I used my trunk I saw that a tail light was broken. I immediately contacted my sales guy. He told me to bring the vehicle to the service department, he would have them take care of it at no charge. I felt good about that. I made an in person appointment, at the appointment a gentleman took some info and told me, "I was all set." that they would order the part and call me when it was ready. I asked him if he wanted to see the light that was broken to which he said, " Oh Yeah, that would be good." I did not hear from anyone, so after three weeks, I tried to contact service at least 12 times, their phone went to V/M. I left messages and did not receive return calls ever. I finally reached a woman in the department. She told me she could see what happened, that the person in charge of my file had quit and now a new case manager would be calling me. Fast forward 3-4 weeks, I called the service department daily and left messages. The one person I finally reached Took typed notes, I could hear him typing, he asked me details, and said the manager would be calling me. This whole time, I text my salesman to keep him aware of my efforts ( I have all those texts). By the next week, NO CALL BACK, not from anyone including the sales guy now. I finally reached service manager, who battled me, told me there was no record of me EVER calling or coming in and that he could not guarantee they would fix the taillight. The worst part, was when I expressed my frustrations with what I had gone through, he was dismissive and told me he could make no promises and that I was upset because, "He was telling me what I did not want to hear". He explained it was not in his hands. I asked for the GM's name. he told me he was not able to give me that information. He gave vague answers re: Hrs he or service was there.

  Business Response

  Date: 09/01/2022

  Spoke to customer 9/1 @6:30pm, we amicably resolved the situation and we set up an appointment (9/2 @11 am) to resolve issue.

  Customer Answer

  Date: 09/02/2022

   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. The General Manager called, listened to my concerns and we made plans to take the steps to fix the vehicle. I really appreciate the way that the General Manager took responsibility for VW's part with this issue and then how he made my cars damage a priority. The General Manager handled the issue himself . I feel safe in removing my complaint with BBB as I now feel like we are moving in the direction toward resolving the problem.