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:07/01/2025

  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.

  Subject: Complaint Regarding Unfulfilled Promise for Key Fob Programming 2022 ***** RX 350 F Sport To Whom It May Concern:We are writing to file a formal complaint regarding an outstanding issue with Volkswagen of New Port Richey, concerning a key fob for our 2022 ***** RX 350 F Sport.Upon purchasing our 2022 ***** RX 350 F Sport in January of 2025, we were promised an additional key fob. After several months of waiting and repeated inquiries, the key fob was finally provided to us on or about April. While we appreciate finally receiving the physical fob, we have been unable to use it because=e **** at Volkswagen of New Port Richey, has failed to provide how we are to get it programmed at the dealerships cost.We have attempted to resolve this issue by contacting ****, the dealership multiple times and even going as far as reaching out to the General Manager, **** *******, but we have not received a resolution. The lack of clear instructions or a designated service center for programming renders the newly provided key fob useless. This ongoing delay and lack of support are frustrating and prevent us from fully utilizing our vehicle as intended.We are seeking assistance from the Better Business Bureau to facilitate a resolution where Volkswagen of New Port Richey, provides us with the necessary information and/or a clear path to have this key fob programmed at no additional cost to us.Thank you for your time and attention to this matter. We look forward to your prompt assistance in resolving this issue.Sincerely,**** *. ************************* Urea/************

  Business Response

  Date: 07/14/2025

  To whom it may concern, I have spoken with this customer multiple times in regard to this and other issues. The instructions were clear; we are not a ***** dealer so we cannot program the key. I informed them to use a store close to them and provide me with a receipt or have the store call me for payment. Thier son works as a tech for our company, and they have been given more than great service. 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23541496
  
  Dear Better Business Bureau,
  
  I am writing in response to the dealerships reply to my recent complaint, specifically concerning the misinformation provided regarding the programming of the key ***.

  The dealership falsely claimed that they inarructed us to have the *** programmed elsewhere and to either have the other company bill them directly or provide us with a receipt for reimbursement. This was clearly not communicated to us, and we are disappointed the dealership said this.
  
  Despite their refusal to take responsibility for their lack of guidance, we will move forward with having the *** programmed at our own expense to avoid further inconvenience. However, it is important that the record reflect the truth about their lack of original instructions and promises.

  
  Additionally, the dealership made an inappropriate reference to our son, who is a former technician with *************. Let me be clear: his past employment has no relevance to this matter whatsoever and should not have been mentioned. Our complaint is based solely on our personal experience as customers at this dealership where he did not work at and the way this specific issue was handledor mishandledby the dealership.
  
  We respectfully request that the BBB take this clarification into account when reviewing the dealerships response and our original complaint.
  
  Thank you for your continued time and attention.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/18/2025

  There was no mis communication. This customer has my personal cell number and has been instructed to contact me if any further issues arose. I have gone out of my way to assist and make sure they are receiving everything promised including great service. It seems no matter what we offer, nothing will ever be enough. In regard to the son working for the company, I only brought that up because they kept doing so themselves. Please let me know what is needed to move on from this as this is not the way we conduct business. 

• Initial Complaint

  Date:06/09/2025

  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.

  Im writing to file a formal complaint against Volkswagen of New Port Richey regarding the purchase of a vehicle on December 21, 2024. My husband, a 79-year-old disabled veteran, and I drove two hours from *********, **, to purchase a car, only to experience significant misinformation. Upon agreeing to purchase the vehicle, the sales representative, **** ******, presented a purchase proposal that included a $2,900 increase over the advertised price. When questioned, he said its due to a mandatory ********** package and claimed it was non-negotiable for all Lithia dealerships.Despite my concerns about distance and my husbands health conditions (he undergoes dialysis three times a week), **** assured us that the ********** benefits could be accessed at any Lithia dealership. However, subsequent visits and calls to ****** dealerships in ******* revealed that they were unaware of the program. I requested documentation detailing the ********** package multiple times during the purchase process but was repeatedly told it would be provided after signing. After signing, I was told the documents would be mailed to me within two weeks, but they never arrived. Two months later, I received cleaning supplies in the mail which I do not believe justifies a $2,900 charge. Two weeks after purchase, the drivers side door strip began peeling. Attempts to contact the dealership about this issue and the ********** package resulted in unreturned calls and dismissive treatment. When I expressed my concerns about being misled and taken advantage of, *** responded by yelling and saying I was playing victim and that the dealership needed to make a profit after I expressed that I felt they were taking advantage of an old disabled veteran. This behavior is unacceptable and highlights the dealerships lack of customer care.I believe the $2,900 charge for the ********** package was misrepresented and request a full refund for this amount. I will happily return all cleaning supplies.

  Business Response

  Date: 06/09/2025

  Good afternoon,

  Our elite care package includes more than just cleaning supplies. I have included a list of services provided. Said customer visited our dealership multiple times before agreeing to the numbers and knew exactly what they have purchased. At no time did anyone yell at them or call them a victim. If they need help to facilitate getting any services done, they are more than welcome to contact me, and I will be happy to arrange this for them. 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23441039
  
  I am rejecting this response because: 

  On the day of the purchase, which was the only time I visited your dealership (as I live 2.5 hours away), I was assured that I would receive detailed information about ********** after signing the paperwork. Despite multiple requests, this information was not provided to me at that time, and I was told it would be sent to me within two weeks. This actually took two months. 
  
  
  Additionally, I was explicitly informed that ********** services would be available at any dealership owned by *************. Based on this assurance, I proceeded with the purchase. However, I later discovered this claim was false. I visited two dealerships in my area and contacted three others, none of which recognized or offered the ********** program.
  
  
  Had I known ********** was only available at a dealership 2.5 hours away, I would not have completed the purchase. I relied on the dealerships word, which has proven to be inaccurate, and I feel I was misled to finalize the sale.
  
  
  To make matters worse, when I attempted to address these concerns with your Sales Manager, ***, over the phone, I was met with unprofessional behavior, including being yelled at and accused of playing the victim.
  

  
  
  Thank you,
  ***** ********

  Business Response

  Date: 06/16/2025

  I have spoken with the Erena; she has 2 dealerships close to her that would provide these services for us. One is ******* *****, and the other is Orlando Range ****** They do not offer this package at their dealerships to purchase but they will do the services and bill us inter company. I have provided ***** with my cell phone number in the case she needs help to facilitate this. She is very aware of what she agreed to purchase as she wrote a check for this transaction.   

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23441039
  
  I am rejecting this response because:

  How long will these expenses be paid for at the other two dealerships? 

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

• Initial Complaint

  Date:05/01/2025

  Type:Order 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 leased a VW Tiguan in February 2025. The mileage was 5009. The lease was not approved unless they changed the mileage on the contract to 999. They stated that I would get the mileage overage via check on the amount of $800 ($.20/mile). I have called many times and Im tired of calling and hearing that the department that handles that is not in, Im reaching out to them first thing. And its been months and no check has been received. I am getting frustrated especially when this car was more used than new and now I have to constantly reach out for the overage check. I am not happy and at least make things right by giving me my overage money thats due to me.

  Business Response

  Date: 05/01/2025

  To whom it may concern,

  We are more than happy to take care of this matter. I am not sure who she has contacted but I have reached out myself to the number provided and have not been able to contact the consumer. 

  Customer Answer

  Date: 05/07/2025

   
  Better Business Bureau:
  
  I received a call from *** from *** ** last week, and he said he would contact me this week for an update. Ive worked with *** before and know that he will get this taken care of. I am really upset that the older finance manager has done nothing and put me off for months. Again, glad someone is actually taking care of this now. I will reach out to *** tomorrow to get an update. 
  
  ****** ********

• Initial Complaint

  Date:01/27/2025

  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.

  My wife and I purchased a brand new 2024 ***** SE with technology from Volkswagen of New Port Richey in September of 2024 from salesman **** ****** and sale manager ******. 2 days after purchasing the vehicle we tried to autostart and it said "battery too low". My wife spoke with a manager that told us to come down and they would replace the battery, When I arrive the manager was gone and service department refused to replace it telling me it did not have any codes. We continue to have trouble with autostart at this time. We have had various other issues but our current issue is the back passenger window rolls down when trying to roll it up. It has been to a dealership 3x for this same problem, last time staying there 29 days. My wife and I both attempted to reach out to Volkswagen of New Port Richey with no success. I made the 45 minute drive to the dealership and requested to speak with ****** who was present and refused to see me. My wife has called the dealership 3x leaving messages, spoke with our salesman **** ****** once who told her "I'm just a salesman". She was told each time she called that the manager *** would call her back and we still have not heard anything from them. We were hoping to resolve this without going through the Lemon Law but they do not seem to want to discuss the issue.

  Business Response

  Date: 02/09/2025

  We have been in touch with **** and his wife since this complaint was posted.  Currently ****** and ****, our new car manager and fixed ops manager are working to get ** to try and get trade assistance to put them in a new vehicle.  I have had phone conversations and text messages between Friday the 24th and Monday the 27th with ****** regarding these issues.  Our plan was to take the Atlas and provide an Atlas loaner.  She informed me that her husband was now handling the issue.  When she texted me last at 9:30 Monday the 27th Hunter was on the phone with **** further addressing the issue.  We will do everything we can to help address the issues with ** and provide a solution that is agreeable to all parties.

   

  *** ********

  Volkswagen of New Port Richey General Sales Manager

  Customer Answer

  Date: 02/13/2025

   
  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.
  

  *** went above and beyond in helping us find a resolution to our problem. His sales associate Gali ****** was extremely helpful as well. We couldn't be more please with the assistance we received. *** truly cares about people and treating them fairly. I really can not say enough good things about him. There appeared to have been a loss in communication but once *** reached out, everything was settled in less than a day.

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

• Initial Complaint

  Date:02/18/2024

  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 $30,000 vehicle from Volkswagen New Port Richey they sold it to me with four dry-rotted tires a missing hubcap and still have not gotten me a permanent plate and it's been almost 2 months now every time I call Volkswagen or lithia motors neither one of them ever answers the phone and I can't get any kind of resolution out of them to solve this problem

  Business Response

  Date: 03/06/2024

  Hello, 

   

  We have already resolved this matter with the customer. We cut them a check for the cost of repair and customer is now pleased. 

   

  Thank you. 

• Initial Complaint

  Date:02/09/2024

  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.

  1/15/2024-0800 I dropped my car off at ********* to have oil change, and brakes and battery checked. I Dropped off with ***** miles, service adviser was commenting how I was able to get it in so close to my ***** mile checkup.. 1/15-I came back approx 11am, to pick up a loaner and get sunpass. My service adviser ***** drove the car up to the customer service area. It had no problems. They were keeping the car to replace brakes and rotors, and battery. 1/18-I came to pick up the car, I paid and went out to get in the car, and there was a huge crack across the Right side of the windshield. NOT THERE WHEN I DROPPED OFF. A different service adviser put me back in the loaner, and said she would pull pictures and speak with my regular service advisor. 1/19-Lexie my service advisor let me know that they would be taking care the windshield, that the crack was definitely not there when I arrived, and since it happened while they had the car they would fix. They would need to get the repair authorized when their Service manager **** returned from Vacation on Monday the 22 January. She provided me with the pic of car from arrival. pic provided 1/22-***** texted me to tell me that **** felt that this was not VW fault or problem and they would not be covering the replacement. I told her unacceptable, and that this happened while they had the car. She apologized.Manager **** called me & tried to convince me that this was not their fault, and offered a free gas fill up, and delivery of my car to my home to call my own insurance. I declined 1/23- picked up my car, ***** told me she fought for me and tried to get my car covered because it was definitely VW fault. But **** declined. CAR HAD ***** ON IT at pickup. SOMEONE was DRIVING IT NO GM Called me, no one reached out at all. I filed a complaint through VW corporate and they still have not reached out to remedy the situation. IF YOU BREAK SOMETHING ON MY CAR IT FALLS UNDER YOUR INSURANCE! MY CAR CHARGER IS ALSO MISSING.

  Business Response

  Date: 03/21/2024

  This response was taken verbally by BBB:

  We are working on resolving the issue with the consumer but are needing an invoice from her insurance company so we can send it to our accounting office in order to have a check cut for reimbursement on the windshield. Her insurance agent has been out for the past two weeks so this is the reason for delay, however once we hear from him/her we can move forward.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21261033
  
  I am rejecting this response because: Case still pending reciept of the check. The dealership was in contact with travelers insurnace and was given an invoice and address to send the check. ********* appears to be cooperating, and travelers insurance is pending receipt of the check at this time.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/14/2023

  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.

  July 10th 2023 I purchased a used vehicle from the dealership. $47,871 They told me that they just due electronic titles now a days.I went to sell the vehicle recently for an emergency and find out that the title has never been changed to my name for the vehicle. After them blowing me off, not returning my calls, and then just screening my number not to pick up for a week I am no closer to getting the ownership title of my vehicle so that I can sell it for the money I needed last week for an emergency. I do not know what to do or who to contact about this. I feel like this is fraud. I payed for the vehicle outright, no financing. They specifically told me that there is no title to look for cause its all electronic. Then I find out 5 months later they never transferred the title to me. I needed the money from the vehicle I own a week ago, but cant get it cause no one thinks I own it and there is no title matching my information.

  Business Response

  Date: 03/21/2024

  This response was taken verbally by BBB:

   

  We have been attempting to reach ************** to see what we can do to assist, however he is not responding to our calls or text message. Please advise him to contact us at ************ and ask for a sales manager.

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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.

  This company posts vehicles at low prices to lure buyers in and then they overcharge them thousands of dollars. I had the misfortune of finding a truck they had posted on Autotrader for $26,808 so I contacted them and they wanted me to come in and called me several times asking when I could come in. I explained I live states away and would need more information about the vehicle before Id make the 20hr trip. They offered to ship it. Once we started talking about financing and actual final price the truck was dang near $10,000 more. I explained that was way too much and ten thousand over the advertised price, they then said it was this fee and that fee and all are standard. I explained that I could submit a cash offer based on the price provided on the website and that Autotrader has policy against adding hidden fees. Now they wont return calls and the sales guy is always busy when I call to check on the status of my cash offer submitted through Autotrader. These are predatory sales tactics and are illegal. I will be following up with their parent company Group 1 automotive as well to try and resolve this issue.

  Business Response

  Date: 08/01/2023

  We have reached out to the customer to find out where the disconnect in communication was made. We will keep you posted as we remedy the complaint. At no point was there a case of false advertising. 

  Customer Answer

  Date: 08/10/2023

   
  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.
  We have since dealt with Mr ************************* about the issues we was having and he took total control of the situation and made everything more than right. We have bought several vehicles new and used and I will say that VW of New Port Richey and **** made this purchase very pleasant. My wife and child was treated so nicely, Id definitely do business with them again. I cant say enough about how wonderful my family was treated. I feel like an a** for even giving the review I did. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  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.

  Updated 4/14/2023 On 3/13/2023 I brought my Certified Pre-Owned Volkswagen (Thought I Bought at this Dealership as well) in for Service. I needed a USB plug replaced and a speaker was blown. After 2 hours I was informed that none of these items were under their certified pre-owned warranty, and I owed them $120 for troubleshooting fees and also suggested because they were testing my bas USB plug with android auto that since the display came up bad that I should replace my head unit as well. They then proceeded to give me a quote to fix these items.I was very upset about this and ***** or **** from sales reached out to me after leaving a negative review on ****** about my experience. I was assured that it was a mistake, they refunded me my $120 and claimed that they ordered my USB plug and speaker and they would replace it and cover the deductible charge for the inconvenience. This phone call happened on 3/13/2023 as well.Fast forward a month later I have been very patient have made no contact just thinking its taking awhile for them to get parts. Reach out today just to get an update, and I get "What parts" as if the conversation I had with ***** or **** never happened. ***** or **** assured me that I could contact them if I had an issue with this and now I cannot get ahold of this person or any upper management at this dealership. At this point I can honestly not recommend this dealership take a trip 30 minutes south and save yourself a lot of headache! I will be reporting this on as many avenues as I can to spread awareness of your predatory service practices and your inability to come through with promises. It was simply a false promise to remove the 1 star review and make it look like they are attempting resolution with their customers. I can advise you, THEY ARE NOT. DO NOT fall for their replies to their reviews, they resolve NO problems. Proceed with your own risk I just want to share my experience to hopefully avoid someone else going trough this.

  Business Response

  Date: 04/17/2023

  Good morning,

  We have reached out to the customer again to provide the correct information as too when his parts are going to be here. He states he is satisfied with the results and we will keep in touch with the customer until this issue is fully resolved. 

   

  Thank you

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

  Customer Answer

  Date: 04/17/2023

   
  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, as long as they see this promise through and it does not end the same as last.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2023

  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 was sold a LEMON. I bought a certified pre owned 2014 Passat TDI in August 2020 that was under warranty and I also purchased an extended warranty. I had the car for a day and I was driving it to the new state that I moved to when my coolant light came on. I immediately reached out to the dealership and spoke to the associate that sold me the car. He told me to take the car to my nearest VW and the repairs will be fixed under warranty. This vehicle has been leaking coolant and being serviced for it from the day that I purchased it. Near the end of my warranty I had to get the car serviced again (while I was a few days away from giving birth) at a new location for the same issue and they had my car for 6 months waiting for parts. The car was returned and still leaking coolant. I was finally told that the part it is leaking from is not covered under warranty. I reached out to the location that sold me the vehicle ( New Port Richey) to try and get the issue resolved and they were of no help. The people I spoke to were playing the blame game and said they would not take any responsibility for it. Mind you the car has had the same issue from the day that I purchased it. I spoke with customer care and this location claims they never received word of any issues after sale, but I provided text messages from myself and their associate stating otherwise. Now Im supposed to pay $1400 to fix an issue that the car came with. I was sold a lemon and I want the issue fixed or another vehicle in its place. This car is my only means of transportation and Im a single parent who doesnt have that kind of money lying around. I am very disappointed with this company.

  Business Response

  Date: 02/01/2023

  We are very sorry to hear about the situation that is going on. This vehicle did not have these issues at the time she purchased it. Since the warranty work has been done at another dealership I would advise the customer to reach out to them as it seems they didn't fix the issue properly. We have provided VW customer care with documents of any repairs done here and at other VW dealerships since the purchase was made. Please let us know if you need anything else regarding this issue.

   

  Thank You

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