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:06/23/2025

  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 2017 Acura MDX from AutoNation Volkswagen Mall of Georgia on April 5, 2025. On May 15 and 16 well within the 3-month warranty period I contacted the service department about suspension and brake concerns. When I asked if repairs would be covered under warranty, the technician quoted me out-of-pocket pricing. When I mentioned the warranty, I was told, You bought a used car, and no coverage details were explained.The only option I was given was to pay out of pocket. On Friday, May 16, I also emailed Sales Manager **** asking for help. He never responded. With the issues worsening and no support from AutoNation, I got a second opinion from two certified repair shops Acura ******* and Team **** Automotive. On Monday, May 19, I paid /$2,632.33 out of pocket to repair the struts, sway bar links, and brakes, due to safety concerns and urgency.Later, on May 30, I spoke with General Manager *****, who confirmed I did have a 3-month warranty. AutoNation replaced a tensioner and belt, but denied reimbursement for the earlier repairs. Ive respectfully followed up and asked that the May 1516 call recordings be reviewed, which would confirm I was misinformed and acted in good faith.Despite providing documentation (including 3mm brake pad measurements), Ive received no resolution. I am requesting reimbursement of /$2,632.33 for repairs that should have been communicated more clearly and potentially covered under warranty.

  Business Response

  Date: 07/01/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:02/11/2025

  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.

  I purchased a vehicle with Volkwagen Mall of Georgia on December 26, 2024. A ***** ES 2019 F sport white with mileage of *****. In the beginning of the deal, I already told the Dealership that I don't want any warranty services or anything related added. It took nearly 6 hrs of waiting for the financing department to run my credit check and do the financing paperwork. When it was time to signing paperwork, everthing was on a tablet signing and the agent was working to sign so fast there was no chance to read. After everthing was done and the agent handed me the copy of my sale and I saw that the dealership added the "VERITAS service contract" into the changes without telling me. He even said adding this helped lower my interest rate down. I told him no, take that out and do the cancellation. He said paperwork is already submitted and I have to wait or come back to do the cancellation. First of all. they added that without my approval since I told them in the beginning that I don't want any services contract. Second, they lied that adding the service contract help me with my interest rate. In the service contract document. it clearly stated the notice to purchaser, that "The purchase of this Contract is optional and will not be a factor in the credit approval process and neither the extension of credit." I have been contact the dealership eversince and I am being either ignored or being kept waiting. I tried calling/emailing/and even texting. Its been over two months and they have not taken any action to cancel my service contract. I fell like the dealership is prologing the date of cancellation so they can deduct my amount of refund back. I need this to be fix right away and need to request the full amount of serice charged back to my financial institution. I have been treated wrongly in the first place. I have been lied to, and I have been ignored. Please help me fix this issues right away. I have attached all the documents for references.

  Business Response

  Date: 02/18/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 05/01/2025

  I have contacted Autonation Volkswagen to cancel a warranty service called **************** contract." The original date I contacted them was January 7, 2025. There were no response until January 15, 2025. ****** ********* finally responded and said he will look into this cancelation. After that, there were no follow up from *********. I kept emailing and texting him until February 12, he responded that it has been done, and I will see the refund back in 4 to 6 weeks. He then send a document for me to sign on the February 17, 2025. I did sign it right away and send back the document. No confirmation from Christian that he received it or not. Every weeks and then I been emailing him and texting him asking what's the updates and no response at all. Now its April 25, 2025, which is over 4 to 6 weeks time and I haven't seen the refund yet. There is no response from Christian. He completely ignored me, won't asnwer my call or text or email. This service contract is unauthorized by me in the beginning to start with. I didn't want this on my transaction. They had me signed and signed without explaining anything and scammed me into this. I demand cancelation and full refund since this is a scam/lie transaction. ********* told me when I bought the car adding this service helped my interest point down. That is a big lie and it clearly stated in the contract that it doesn't help at all.

  Business Response

  Date: 06/05/2025

  The customer was contacted by the management team to confirm their cancellation was submitted and completed. 

  Thank you. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 22926907
  
  I am rejecting this response because: I was the one who actually did the work, I contacted Veritas and request confirmation of cancellation.  They said that your manager ********* ******* got the vendor "WRONG" he wrote (Safeguard) instead of "VERITAS".  I had to fixed that and resend back to Veritas.  

  He was copied on the email with the wrong "Vendor" and didn't do anything to fix it.  So final story is Cancellation Contact with Veritas is completed, But Autonation hasn't send any refund on the cancellation back to me yet so it is not complete.  I email Autonation asking about this, and no response from anyone at all. see image

  Sincerely,

  Cam ******

• Initial Complaint

  Date:12/03/2024

  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 am writing to express my extreme disappointment with a recent purchase of a brand new 2024 Volkswagen Atlas Peak Edition SEL (purchased September 15th, 2024). Unfortunately, within the past two weeks, I've encountered concerning issues with squeaking and grinding brakes.On November 27th, I brought my car to the service department at Volkswagen Autonation. While the service advisor initially stated this is a "known issue" with 2024 *******, a service technician deemed the brakes "fine." This explanation is unacceptable for a brand new car, especially considering the safety concerns it raises for myself and my family.Adding to my frustration, the sales manager contradicted the service department, denying any known brake issues. Since my visit on November 27th, I haven't received any follow-up, despite being promised a solution.Frankly, I feel unsafe driving this car. A brand new vehicle shouldn't have these problems within two months of purchase. Consumers should be advised not to purchase "new" 2024 Volkswagen Atlases since the sale advisors will not inform the consumer of "known issues" with brand new cars. The selling of these cars should be against the law.

  Business Response

  Date: 12/13/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:10/31/2024

  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.

  This review is long overdue, but in spite of recent events, I feel I cannot go on any longer and not voice my frustration with this business. Whether or not this issue get resolved or not, which I don't think it will, I would like to others to know of the incompetence and dishonest practice of this dealership. Long story short, a long time ago I purchased a VW Jetta that, to my surprise, had huge issues with the clutch system. I did not buy the car from this dealer, but I was near it when my car had broke down. The clutch petal would not come off the ground and had no pressure. I have it towed to this dealer, and was told that it would be at least two weeks for them to diagnose and longer to have it fixed. That wasn't an issue for me. They called me and informed me that a new breather assembly would fix the problem. I listened to their guidance and suggestions and I gave them the go ahead to fix it. The day I pick my car back up, I break down within 15 min after leaving the dealer. I hadn't even made it to my house. I take it to a local shop and they inform me that the slave cylinder and clutch master would fix it. And it did the job. I informed ** afterwards, not to get a refund or complain, but I informed them in hoped that it would help future customers had they ran into the same issue. My service provider at ** at the time, apologized and kindly offered me a complimentary service the next time I need one. I don't live in ** anymore, and wasn't living there at the time due to my girlfriend and I both being stationed in **. Fast forward over a year later, I try to redeem the complimentary service, but to my surprise, the service provider was not working there anymore. I didn't think it would be an issue, but it turned out that I wasn't allowed to redeem the complimentary service due to it being so long since I was given the coupon. The manger informed me he would not honor it. So not only did the techs, waste more than two weeks "fixing" my car, but also lied to.

  Business Response

  Date: 11/08/2024

  The management team has reached out to the customer to discuss their concerns further. 

  Thank you. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22499301
  
  I am rejecting this response because: 

  Autonation VW of Mall of Georgia has been nothing short of a headache to do business with. From their mechanics misdiagnosing issues with my Jetta, which in turn, led to wasted money and time without a vehicle, to being mislead and falling victim to dishonesty on behalf of management; I want to let other consumers know that they should continue their search and choose to do business with other ** dealers in the ************* area. First, the dealer kept my car for weeks only to misdiagnose it, and it broke down almost immediately after I picked it up. Luckily I made it to a local shop who had a totally different diagnosis which fixed the issue. I went back to ** to simply educate them on the issue, in the case someone else came in with the same troubles, I wasn't there to complain. Out of good conscience, my service advisor gave me a free oil change upon my next visit. When I wanted to use it, I was told by management that I couldn't. Upon voicing my frustration with the dishonesty, I was told I would be refunded. That never happened. This has been a trend. It was never my intention to complain or make a big deal out of the situation, as I'm aware mistakes happen. However, the dishonesty has been surprising and inadmissible. Management has never reached a solution with me, there was never a refund given, and my calls were never returned until I went to the dealership myself to confront the issue. I just wish to be refunded for the misdiagnosis of my vehicle to begin with, and I will never be back to do business with this dealership. 

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

  Business Response

  Date: 02/05/2025

  The management team has agreed to reimburse the customer for the diagnostic fee as requested and have contacted them to arrange the details. 

  Thank you. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 22499301
  
  I am rejecting this response because: No, the business did not complete anything on their end in regards to a refund. I received one phone call that I missed while I was taking an exam in class, and no other attempts to reach out to me afterwards; nor did they answer any of my many calls back. However, I'm not really concerned about the diagnostic fee, what I would like is a refund for the "repairs" that did not do any good whatsoever, and had me break down not only 30 minutes after leaving the dealership. I still have the invoice in pdf, for the trip to the dealer that day. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/02/2025

  Hello,

  We apologize that the customer's experience was less than satisfactory. Unfortunately, we will be unable to fulfill the customer's request due to the dealership satisfying their end of the agreement which was made and agreed upon by the customer as a resolution. We request that this complaint be closed at this time.? 

  Thank you.? 

   

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 22499301
  
  I am rejecting this response because: The dealer did not satisfy their end of the agreement. I wish for the complaint to remain open as unresolved until a resolution is reached and actually delivered upon by the dealership on their end. The dealer made one attempt to satisfy their end and never bothered to answer any calls made to them after that. The customer and dealer made an arrangement that was never upheld by the dealer. This kind of practice is unethical and unprofessional and reflects very poorly upon the business and its associates. I request that this complaint remain open at this time, thank you. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/20/2024

  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.

  10-9-2024- inspected vehicle found the mileage was 400 miles more than advertised but i agreed and completed paperwork.10-10-2024- vehicle was delivered to my home with new damage. took pictures and video and sent to dealership. asked to cancel the sale and return money. they instead agreed to pick up vehicle and fix all the damage. 10-19-2024- went to pick up the vehicle from dealership to find that the damage was not fixed. Taillight still cracked, bumper looks worse than before the repairs, side mirror cover not repaired, s**** still in tire. Again asked to return the vehicle and refund. at this point i was told that the damage was old and they have already spent to much money on what repair they tried to do. and because it has been 9 days since they initially delivered the vehicle, i am not eligible to return the vehicle for a refund.

  Business Response

  Date: 10/25/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22447183
  
  I am rejecting this response because:
  Autonnation has stated they will look into this situation and reply. they have not. i have tried phone call follow *** as well as several emails to their customer support only to receive automated replies. They have not responded or tried to reach out to me for a resolution addressing this situation.

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

  Business Response

  Date: 11/05/2024

  The management team has contacted the customer to arrange their tire repair. The scratches on the vehicle were corrected; however, as the vehicle is a used vehicle, it is common that not all body panels can be restored to look like new. 

  Thank you. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22447183
  
  I am rejecting this response because:

  dealership admitted to causing the damage and stated they will find out who caused the damage (see attached screenshot).

  dealership said they would replace with a new tire, not repair (see attached screenshot). i do not have a new tire yet.

  dealership said they would fix everything they damaged. they only fixed a portion and said that the repairs were to expensive.

  dealership intentionally delivered car and left before i could do a walk around for receiving the car knowing there was damage.

  when i picked up the "repaired" car, there was still damage and so i asked to just return the car and move on. thy stated that because the paperwork was done more than 5 days ago, i could not return the car even though they had the car for the entire time telling me that they would fix everything. i was instructed to contact their ** on the next business day. several phone calls and emails to their office and customer service i learned that this location does not have a GM. 

   

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

  Business Response

  Date: 11/12/2024

  The customer's reason for rejection is not listed on this complaint. Can you please provide us with their response so we may further assist?

  Thank you. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22447183
  
  I am rejecting this response because:

  The work was not completed. 

  The damage that the dealership caused should have been 100% fixed as promised. 

  The taillight is still cracked.

  The scratch is still evident. 

  The tire was only patched instead of replaced. 

  I was told that if I wanted to have a variance for the 5 day return period, I would need to speak to the general manager. I tried contacting the ** for over a week only to find that they didn't have a GM
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/22/2024

  The management team has contacted the customer to arrange their tire repair. The scratches on the vehicle were corrected; however, as the vehicle is a used vehicle, it is common that not all body panels can be restored to look like new. 

  Thank you. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22447183
  
  I am rejecting this response again because:
  The dealership has made no effort to replace my tire with a new one as promised, the damage they caused is still evident, and my taillight is still broken. They have made no effort to escalate the situation to upper managment and corporate to find a resolution. 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/04/2024

  The customer was contacted using the contact information provided to arrange assistance with their tire as requested. 

  Thank you. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22447183
  
  I am rejecting this response because:
  Nobody has reached out to me regarding replacing the tire or the cracked taillight or to address any of the other issues. 

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

• Initial Complaint

  Date:09/09/2024

  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.

  I'm writing to file a complaint against AutoNation Volkswagen Mall of Georgia located in ****** Georgia. I took ** 2012 VW Routan for an oil change on July 19, 2024. Before I left I asked the Mr. ******** the advisor, if everything was ok with ** van. He said no need to do anythings since everything is good with the van. When I drove away with ** vehicle after the oil change, I noticed the check engine light come on, so I called and talked to *******. He asked me to bring the car **** in. Upon checking the vehicle, they said that the gasket on the oil filter was not installed properly by the technician; however, they will fix the issue. After using the car for a couple of days I noticed that the van was leaking oil onto ** garage floor. I reached out to *****, the service manager, he said he would have the car looked at. He never returned ** calls, so I contacted the general manager, ***** *****. He was able to get ***** to get in touch with me. After several attempts and several ****-and-forth, I did get the van **** to me and they fixed the oil leak. A couple of days later the van started to leak some pink fluid so I reached out to *****. He said he would have the car brought in and looked at it again. ***** assured me that they would do whatever it takes to fix ** vehicle and not to worry. After they fix the leak they return the to me. a few days later, pink fluid is still leaking. This time when they take the van in ***** is saying that it's a completely different issue and the repair is going to cost $2,200. I tried reaching out to *****, but after several attempts, I found out that he no longer works at the dealership. ***** called me on September 3 and said that he needed his loaner car **** and there was nothing that he could do with ** van on September 4, ***** picked up the loaner car and gave me ** van **** without the repairs being completed.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this concern to our attention. Initially, there was some fluid that was not draining properly from the intake valley area and there was a second leak relating to the transmission pan gasket. Although the leaks were not connected with the oil change, the management team repaired the leaks at no cost to the customer for their convenience. The vehicle returned weeks later with an oil filter housing leak which is not due to the oil change, so the customer was provided a quote for repair costs. 

  Thank you. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22262070
  
  I am rejecting this response because:

  I'm not the only one having this issue with the service department at AutoNation VW. All these problems stated after the van came back from the oil change. Your general manager had given me his words that you all will take care of all the repair. 

  Still waiting for the refund for the Oil Change. Fuel payment for returning my van empty. on top off all this on  9/11/2024 I got charged $30.90 on my credit card, not sure why. The repair on my van is still pending . I'm requesting you do to the needful and keep your promise. 

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

  Business Response

  Date: 09/25/2024

  The service department completed repairs for two leaks that was not connected to the oil change, for the convenience of the customer. After a few weeks, the customer returned concerning another leak that was connected to the oil filter housing. As it is an older vehicle, it is common that repairs are needed as time goes on. To assist the customer further, the management team reduced the price of repairs; however, this offer was declined by the customer. 

  Thank you. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22262070
  
  I am rejecting this response because:
  

  Despite my repeated attempts to get in touch with the general manager. I have been leaving at least 3 messages daily for almost 2 weeks. Finally I did get a call back from ******************* the general manager, on September 29th. He told me that he will looking in to the matter and call back. As of today he has not called me back. I have left several messages for him.
  
  My Routan is still leaking the pink fluid. I was told that I would get a refund for the oil change, I never got any refund but I was charge $30.90 on my credit card. I can't get anyone in the dealership to tell me what I was charged for.
  
  I'm not sure if an oil change was done on the van, because for over a week now I've been getting the change oil warring light on the van. 
  
  This has not been resolved. I believe AutoNation has failed to prove adequate repairs, not stood behind their work. I would like to request your assistance in resolving this matter. Specifically, I want my van fixed, provide me refund for the oil change and the $30.90 charge. 
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:08/30/2024

  Type:Order 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.

  On July 8, 2024 an unauthorized hard pull was completed by this dealership on my credit report. I was told by the General Manager *********************** he would send the dispute form the reverse the unauthorized hard pull from the 3 credit bureaus. ***** did not follow through with this request. Additionally, I was extended credit and sent the terms of the credit extended to me by the Finance Associate *********************. Once I requested a reversal of the hard pull I was then sent a letter of denying me credit. I want a full reversal and my very good credit restored.

  Business Response

  Date: 09/06/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22220541
  
  I am rejecting this response because:

  I have not received a response from the General Manager *********************** on how he plans to correct his mistake. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/13/2024

  Although the customer signed and authorized documentation to allow the dealership to run their credit, the management team contacted an analyst to request they be removed as requested. Unfortunately, the analyst was unable to remove the inquiries. We are unable to assist the customer further. 

  Thank you. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22220541
  
  I am rejecting this response because:

  Keep trying until you are successful in deleting the hard inquiries. I have contacted the credit bureaus and I have been informed by the agents at Experian and *********** that you need to send a delete inquiry form to each of the bureaus. 

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

• Initial Complaint

  Date:08/26/2024

  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.

  On May 11th I bought a 2019 Jeep Cherokee Trail Hawk 3 days later, on May 14th I returned the Jeep, because the *********** light came on. I asked the Sales **** who sold me the Jeep if I could return it and he said "no its too late" without even looking at the Jeep.I called the dealer on the 15th to find out what was wrong with the Jeep. They informed me that it needs a new Transfer case. I asked if it was covered under the 90-day warranty, and they said it was. It took 11 weeks for AutoNation ** to replace the transfer case. After trying the first 2 replacement they tell me that they were broken, they will install a new transfer case. a week later they call to inform me that it is ready for pick up. I drove it home and the light came back on, and they said to bring it back. When I returned, they said the tires are after market and the software will need to be updated.The next week I went to pick it up the next day the light came back on. I took it to a local **** dealer. where I was informed several days later that ** installed a junk yard transfer case after ** told me they installed a new transfer case. I have asked the Managers at ** if they will cover the cost of replacing the transfer case. They said that they will not cover the cost and now I'm stuck with a vehicle I cannot drive. I have been making monthly payment on a vehicle that has been sitting on ****************** lots since May 14th, today is August 26th.

  Business Response

  Date: 08/30/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you.

  Customer Answer

  Date: 08/30/2024

  I don't see the response from AutoNation VW!

  Business Response

  Date: 09/04/2024

  The management team is in direct contact with the customer to schedule a service appointment to inspect the vehicle and have agreed to cover the cost of a new transfer case. Unfortunately, the unit is on back order and the repair will be completed as soon as possible. 

  Thank you. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22199620
  
  I am rejecting this response because:

  I've been trying to reach anyone on the management team to talk about my Jeep and leaving messages, both as voicemails and with the receptionist on the phone but nobody has called me back. When I dropped off my Jeep, the Service Manager ***** wouldn't even come out of his office to talk to me. According to the warranty a vehicle is to be provided to me, and one wasn't provided. I'm having difficulty with having to use family members vehicles due to their medical conditions from cancer recovery treatment and other disabilities including my wife's wheelchair van which she has to have.

  ***** at the **** dealership said that they were able to locate a new transfer case at other Jeep Dealerships in less than a day. Maybe that's who the management team at ** needs to call. I would like a timeframe of when my Jeep will be ready. Will it be weeks or months? September 14th will be 4 months how much longer do I have to wait to get the Jeep, that I'm making payments on, back?

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

  Business Response

  Date: 09/16/2024

  The management team provided an update regarding the completion of repairs and will refund the customer for their previous repair costs. 

  Thank you.

• Initial Complaint

  Date:08/10/2024

  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 am seeking a repair to my 2019 VW Atlas that was promised to be covered under warranty by AutoNation Volkswagen. We took our vehicle into the dealership May 2024 and the dealership kept it for over 7 days to evaluate the necessary repairs. Their conclusion after they told us the thoroughly inspected the car was it needed a new camera that was located in the rearview mirror area. This part controls the adaptive cruise control and crash detection. Nearly 3 months later we had yet to hear from the dealership despite several calls to get a status update on the back ordered part. We finally took in on Aug 7 for the repair. The dealership then told us they would not fulfill their promise and repair because the windshield was not OEM. That was news to me. We have always taken our vehicle to an authorized dealer for ANY major repair. Granted oil changes we take to a local oil change retailer. When asking why the repair would not be covered the service manager and GM both said "Because of the duration between visits to a VW dealer the car was probably repaired else where". We have ALL receipts for any major repair and doesn't that speak to the quality of the vehicle? Then they both accused me of being a liar. They accused me of only bringing them my problems (their a service center?). When I spoke to the General Manager, *********************** me also accused me of being a liar and I quote "I don't appreciate someone ******* on my leg and telling me it's raining". After three days, and several unanswered phone calls to the service department and ***********************, I went to retrieve my car. Upon arriving I was told it was not fixed. When I visited ***** at the dealership he immediately started yelling at me, used foul language and told me the world does not revolve around me and he had personal issues that were more important. All I was trying to do was get my car repaired as promised by the dealership. I don't deserve to be spoken to with foul vulgar language and insulted.

  Business Response

  Date: 08/16/2024

  Thank you for bringing this concern to our attention. Unfortunately, it was discovered that wires were pinched during a previous repair completed in ***** before the customer moved to town. This prevented the repair from being covered by their warranty. After the customer was informed, the customer was unhappy and had some choice words for the dealership staff. The customer was then asked to leave the premises. As a result, we will be unable to assist the customer. 

  Thank you. 

• Initial Complaint

  Date:05/01/2024

  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 bought a new VW Atlas SE W/Tech in 04/06/2024 I received it with 78 miles on it, Dealership said it was 25 as per the paperwork.I found a previous registration form for the same VIN of 01/23/2024 inside the glove compartment.Car was delivered completely dirty, like used (What makes more sense about the mileage)Salesman showed me the "my VW App" and insisted to setup at home, so I tried for 2 days, I reported it was not successful, I called VW and they found the car is offline because it's locked by the previous user, so I took the car to the dealer two times, and after more than 9 hours waiting the car is still offline, system is not working and as a result: I supposed to receive a full brand-new car, but it was not what happened. After one month the issue has not solved yet.

  Business Response

  Date: 05/02/2024

  Contacted customer and working to resolve outstanding issues. 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21652896
  
  I am rejecting this response because: for the third time and wasting more than 19 hours of my time (during the three times I went there) waiting at AutoNation VW Mall Of Georgia for the interventions the part was replaced, vehicle worked for a while but after a couple of minutes the issue came again, which means the issue with the car has not solved yet.

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

  Business Response

  Date: 05/10/2024

  We are still going through the process recommended by the manufacturer for this resolution. The customer is correct the module we replaced did not fix the issue. The customer is in a loaner car and we are working to resolve the issue with the manufacturer. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21652896
  
  I am rejecting this response because: for the fourth time the vehicle is being repaired at VW Mall of Georgia shop, this time the car had been there the last 7 days and the issue has not solved yet.

  As per my previous messages and attachments I'd like to escalate the case with authorities or VW America because I understand a vehicle can come with issues from factory, but after 4 rounds without a solution, this particular vehicle (VIN) must be replaced and I'd like to claim for a compensation because I spent more than 20 hours waiting at the shop, back and forth, taking time of my PTO at work to attend their appointments, I had to gave part of my vacation time trying to solve this, that's not fair and unacceptable.
  
  Sincerely,
  
  *****************************