Complaints

This profile includes complaints for Volkswagen Car-Net's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Volkswagen Car-Net has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Volkswagen Car-Net

  null Atlanta, GA 30342

• 

  Volkswagen Car-Net

  PO Box 422628 Atlanta, GA 30342-9628

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:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 not able to sync a primary user to my ** ID4. I have gone to the ** dealership and repair shop & rebooted many times without success. No one has been able to direct me to a resolution on this defect.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 new 2023 Volkswagen Arteon in July 2023. My customer service/IT experience is poor with CarNet. Before my purchase in March 2023, the vehicle stopped refreshing in the my app, and all remote functions ceased working from the app, including remote locking and start functions, and none of the vehicle's data (mileage, location, eIs). is being captured. Additionally, my phone would not pair with the vehicle and app. The vehicles internet connection has not worked since I purchased the vehicle, I reached out to my salesperson at the dealership about a couple of days into ownership of the vehicle. I have been in contact with Car-Net on at least eight occasions, including one occasion where I was at an appointment with the dealer to assess the issue, during which someone from their sales team called Car-Net while in the vehicle with me about the issue and did not receive a satisfactory response or resolution. Each time I call, I am given the same scripted response by customer service that they have no information in the notes or updates on the IT ticket, and it takes 5 business days for a reply. It has been nearly over one month that I have been contacting them to seek information and resolution on this issue. They have stated on multiple occasions that they will escalate the IT ticket seeing there has been no response on the ticket from IT. I spoke with an apologetic supervisor who said they would double escalate the ticket and informed me that there is nothing they, as customer service, can do as a bridge between the customer and IT, but to wait for IT to update the ticket. Their mysterious IT department hasnt updated the ticket once since the initial reporting of the issue to provide a response or details about what actions have been taken thus far to investigate the root cause of the issue. My issue has not been resolved to date (8-31-23).

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 new 2023 ** Atlas Cross ************ Black on 12/26/22. Overall, my customer service/IT experience has been extremely poor with ** CarNet. On 4/22/23, my vehicle stopped refreshing in the my** app, all remote functions ceased working from the app, including remote locking and start functions; and none of the vehicles data (mileage, location, etc). is being captured. Additionally, my phone will not pair with the vehicle and app. The vehicles internet connection has not worked since I purchased the vehicle, something I reached out to my salesperson at the dealership about a couple of days into ownership of the vehicle.I have been in contact with ** Car Net on at least 8 occasions, including one occasion where I was at an appointment with the ** dealer to assess the issue during which someone from their sales team called ** Car Net while in the vehicle with me about the issue and did not receive a satisfactory response or resolution. Each time I call, I am given the same scripted response by customer service that they have no information in the notes or updates on the IT ticket, and it takes **** business days for a reply. It has been nearly over one month that I have been contacting them to seek information and resolution on this issue. They have stated on multiple occasions that they will escalate the IT ticket seeing there has been no response on the ticket from IT. I spoke with an apologetic supervisor on 5/12/23 who said they would double escalate the ticket, and informed me that there is nothing they as customer service can do as a bridge between the customer and IT, but to wait for IT to update the ticket. Their mysterious IT department hasnt updated the ticket once since the initial reporting of the issue on 4/22/23 to provide a response or details about what actions have been taken thus far to investigate the root cause of the issue. My issue has not been resolved to date (5/28/23).

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 recently bought my 2022 VW Atlas in August. I previously owned a 2020 VW Tiguan. When you purchase a new car you are automatically enrolled with the app service VW Car-Net. The function on the app that lets you start the car is not working. It has not work since I bought the car. I have gone to dealership multiple times. They have kept my car to figure out the problem. The last time, the dealership told me I will need to deal with Car-net myself and they could no longer help. Speaking to Car-net multiple times, I have been told that ticket has been escalated and that someone from IT will reach out to me. Every time I call in I receive the same agent ***** who leaves me on hold for hours waiting on a supervisor. I am hoping someone from the top will help rectify this situation. ****** is coming and I would love to be able to use that feature as I did on my previous car.