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:04/06/2025

  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.

  Ive had my car at this dealership off and on for over three months and have spent over $10,000 on repairs, but the service has been nothing short of disappointing. Communication has been poor and updates are always unclear (when I have questions there is always a lack of understanding on the other end). Each time I get my car back, new issues arise, leaving me with no trust in their recommendations. Four loaners later, I was called to come pick my car up and as soon as I cranked it up, the check engine light was still on. I was given back the loaner and had to give them more time. After finally getting my car back this week, it's making the same hissing sound it made when I went to the dealership and drove with the technician so he could hear. The constant inconvenience, lack of professionalism, and overall frustration have made this experience incredibly stressful. I would not recommend this dealership based on my experience.

• Initial Complaint

  Date:08/23/2024

  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.

  My 2008 VW Passat was with them for nearly three weeks due to starting issues. We suspected it might be a fuse, battery, fuel line, or something draining the battery--an easy fix. From the start, communication was poor. Despite explaining the issue to three different people, they did nothing for days and failed to update us. My husband had to intervene by contacting ******, the service manager, who was the only one who pushed the mechanic to act. When we finally got the car back, it wouldn't start despite being told it was ready. We were shocked by the $200 bill instead of the expected $1000 but were still frustrated that the car wouldn't start. The mechanic misrepresented our conversation about the battery, ignoring our concerns about a possible bad battery or something draining it. In frustration, I demanded a new battery and a diagnostic for any battery drain. The mechanic refused, and my frustration led to an argument with a rude employee named **, who escalated the situation further. Eventually, ****** (***) stepped in to calm things down and offer a sincere apology, showing the only sign of professional customer service. He is the only reason of the 1 star vs. a ZERO I moved my car to another VW dealership I've trusted before. Avoid this place for its poor communication, delays, and lack of integrity.

• Initial Complaint

  Date:05/24/2024

  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 have been a loyal Volkswagen customer for nearly 10 years, consistently leasing vehicles. My experience with Volkswagen has been so positive that I have encouraged my family to purchase your vehicles. However, my most recent lease of a 2022 Volkswagen Tiguan has been extremely disappointing and frustrating. With all my previous leases, I purchased the 10,000-mile oil change package and never experienced any issues. Unfortunately, with this vehicle, I have had to refill the oil four times between each scheduled oil change. This ongoing issue has been highly inconvenient, requiring me to take time off work and spend 3-4 hours at the dealership each time. The dealership staff now knows me by name due to the frequency of these visits. After discussing the matter with the wonderful dealership professionals, they advised me to contact customer care, suggesting that my vehicle might qualify as a lemon and that I could possibly get a buyback or a voucher for a new lease. My initial call to customer care resulted in a ********* hold time, after which I was told that a buyback was not possible. I had to end that call. When I called back later, I waited for 1 hour and 37 minutes before speaking to another representative who informed me that there was nothing they could do and advised me to contact the Better Business Bureau. When I requested to speak with a manager, my request was refused. I have never filed a complaint in my nearly 10 years of leasing with Volkswagen, as I have always appreciated the reliability and convenience of your vehicles. However, this experience has been far from what I expected and has greatly diminished my confidence in Volkswagen. I am seeking a resolution to this issue and would appreciate your assistance in either arranging a buyback of the defective vehicle or providing a voucher for a new lease. I hope we can resolve this matter promptly and restore my faith in Volkswagen.

• Initial Complaint

  Date:10/30/2023

  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 place has a D- rating on your website, however, they have a sticker on the entrance to their "service department" indicating that they are BBB accredited and approved.Furthermore, my complaint stems from the unprofessional management of this place and the wasted time it took to have "work" performed on my car, which even the work done is questionable and uncertain. They can consider themselves warned because it's clear they are knee deep in customer sorrow, and they are going to fall hard from the repercussions. I wish them luck.

  Business Response

  Date: 10/30/2023

  I have reviewed this vehicles history and inspections were complete and documented prior to your purchase date in ****** *** change, wiper blades (replaced), alignment, sunglass holder (replaced), front rotors,  tires rotated and balanced is work performed on this specific vehicle.  The inspection was the same inspection we complete on our certified inventory.  Not to be confused with this vehicle being sold as certified, with the additional VW warranty.  Additional warranty was offered in the business office and declined.  In regard to the BBB sign or statement seen at "entrance", I've walk my service entrance and see no such sign or verbiage. However, this is not to question you. There very well could have been something prior to our construction process.   In regard to the estimated time for repair, I believe that is our biggest room for improvement.  Their ************** understanding was you were speaking with ********** for them to fix this repair (turbo) and they should have followed back up with you to minimize down time.   In regard to the "uncertain" or "questionable" work performed please be specific and I will get my team to help assist in you having piece of mind in their work performed.    Feel free to contact me at ************.  *****************, GM

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20798931
  
  I am rejecting this response because:

  **************** is lying. He stated that his dealership offer me a warranty for the vehicle, however, I've attached a copy of the loan documentation stating otherwise.

  **************** also indicated that my vehicle underwent a documented inspection prior to my purchasing the vehicle. I am very interested in obtaining a copy of this documentation because I never received it as **************** stated. 

  I will check to see if he removed the BBB accredited sticker from the door to the service department because I suspect that **************** is lying about this as well.

  And can **************** please follow thru by answering and acknowledging all my questions and concerns in the complaint? It appears he blatantly ignored other items on purpose.

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

• Initial Complaint

  Date:06/22/2023

  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.

  PURCHASED 2016 VW JETTA DEC 1/2018 ADDED 60 MONTH 100 000 POWERTRAIN FOR OVER $2000 POWERTRAIN ISSUES 4 YEARS LATER (UNDER 1OOK MILEAGE) DEALERSHIP SAYING THERE IS NO WARRANTY. SYSTEM HAS NOTES FROM DATE OF PURCHASE SHOWING POLICY - VW OF MARIETTA POLICY # TBD POLICY EFFECTIVE DATE - DEC 1 2018 POLICY TERM 60 MONTHS POLICY START AND END MILES 31K - 100K DEALERSHIP SAYING NO WARRANTY - I PURCHASED SOMETHING COMPLETELY DIFFERENT (AN OVERLAPPING SERVICE CONTRACT/WARRANTY THAT EXPIRED SAME AS MANUFACTURE WARRANTY & WAS ALREADY 36 MONTHS GONE BEFORE I WALKED OUT THE DOOR. THIS WAS NOT DISCLOSED AND ALSO ILLEGAL TO SELL AT FULL FACE VALUE IF THIS IS THE CASE.ALL FILES SHOW 60/100K ...BUT SERVICE AGREEMENT SAYS "IN WARRANTY" WHICH WAS TOLD TO ME AS THE *** IS STILL IN WARRANTY - NOT THAT IT MEANT THE WARRANTY WOULD TAKE EFFECT 03/2016=03/21 (PURCHASE DATE WAS 1/12/18) . EVERYONE AT VW IS SAYING THERE IS A MISTAKE AND TO TAKE UP WITH ** (DJ) . REFUSED TO ANSWER CALLS OR SPEAK TO ME WHEN I CAME IN OVER 21 DAYS. LEFT 1 MSG SAYING SOMETHING ABOUT OTHER PEOPLES WARRANTIES AND DID NOT ESCALTE MY CASE AS EVERYONE SAYING IT SHOULD BE. VW *** / VW CORP/ VW CC/ VV DRIVE EASY ALL SAID THIS IS AN ISSUE WITH DEALERSHIP. THEY ARE SELLING 5 YEAR WARRANTIES ADDING NOTES TO ***S SOLD BUT NOT ACTUALLY PURCHASING WARRANTIES. THIS IS UNETHICAL AND WOULD BE CONSIDERED "STEALING". I HAVE GOT NO HELP RESOLVING THIS AS THE END ALL BE ALL IS THE ** AND HE DOESNT WANT TO TAKE THE HIT FOR SOMETHING DONE INCORRCTLY 4 YEARS AGO. *** IS STILL AT DEALER SHIP FOR 22 DAYS / POLICY # tbd FOR 5 YEARS AND NO ANSWERS WHY. TELLING ME THE NOTES IN SYSTEM DOESNT MATTER/ $ I PAID DOESNT MATTER / WHAETVER SYSTEM SAYS (WHICH IS SAING THERE WAS NO ADDED WARRENTY) OF COURSE IT DOES NO ONE PRUCHASED IT WITH THE $ I GAVE THEM. VW OFFERING PRICE I PAID OFF THE REPAIRS...NOT ENOUGH. NEED TO ABIDE BY THE WARRANTY FOR FULL TERM AND SHOULD BE 250$ DEDUC VS $3200 (5200-2000)

  Business Response

  Date: 06/23/2023

  The customer has a signed copy of his warranty agreement that clearly states what he purchased.  This customer originally stated that we stole his money and never remitted his warranty.  Once I showed proof that wasn't the case, he has agreed to pay his balance owed.  That balance was discounted $2800 from his original quote to help as much as what we could. The customer stated that basically he believes that we are trying not to give him his warranty and are trying to manipulate something. Our dealership has no gain in this situation and would have profited much more if the customer still had warranty available. The info on the repair orders/invoices he is showing are manually entered in the dealerships system and they did that based on conversations with this customer, and based on what warranty he told them he had.  When his service advisor needed to verify this due the customer wanting to make a warranty claim that's when my team discovered that his warranty expired due time from "original in-service date" listed on his contract signed at time of purchase.

  Customer Answer

  Date: 06/23/2023

  This is a complete lie about me giving them that information. VW service advisor told me it was added as a note to my file 12/1/18 when I purchased the car by the finance manager.  I have proof on file that it was listed on my service record for an oil change in 2019 - why would I require to give them warranty info for an oil change??? The info they are speaking of:
  policy - vw of marietta
  policy #TBD
  policy effective date 12/1/18
  policy term - 60 months 
  miles 31073-100000k
  i would never know the mileage I bought my car at without paperwork so Im not sure how I could have gave or made up this info about the mileage term and dates ? 
  Also according to VW america - the policy number which says TBD on all my services records  ( from march 2019- to present) would have been generated when the payment was remitted for the warranty . Which they can not find? Hence why I dont have a policy. 
  I paid 20 percent extra on the car value and financed it - and my policy number somehow never got generated. They took the money they put the note on the file and sent me on my way. Well 4.5 years later - there is no warranty . They say it was overlapping the manufactures warranty - 1) why would anyone I need that? 2) why was it not disclosed it would run out in 24 months regardless of anything? There is nothing on ppwk other than 60/100 written everywhere and no formula to calculate ? 3) its illegal in Georgia to charge for overlapping warranties - and shouldnt be charged at full FV. They know what they did - they were hoping no issues came up and they get away with no warranty. Well issue happened and for three weeks Im the one whose wrong when every single person from vw corporate/ financing/ warrant has said their is an issue with my file and only the dealership can take care of. ** has no escalated my case and not looking at all the facts and keeps changing his reasoning why I didnt get it.
  this is unethical sales practice they should be trying to cover it up by making it right but they rather just send you in circles making you think your a peasant.

• Initial Complaint

  Date:03/09/2023

  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.

  May8,2021 I purchased a brand new Atlas Cross Sport. Recently I have begun the process of trading it in and have learned that there was damage to my vehicle prior to my ownership that was not disclosed to me. This damage was reported on 4/28/2021. It has been brought to my attention that Georgia code 40-1-5 states any damage >5% of the **** must be disclosed to the buyer. This has now reduced the value of my car. I do have quotes on the listed damage, the report of damages filed by this car lot and my purchase paperwork-none of which list any damage. I've received quotes from mechanic shops with the hourly pricing provided to me by Volkswagen and it far exceeds the 5%! Volkswagen Corporate has been contacted, Ga Code verified and advice obtained from them to seek counsel towards this location. I have reached out to them to give them the opportunity to make things "right" however they have failed to try to communicate back. I've fulfilled every role I agreed to as the buyer even attempting to trade my current model in on a 2023 Atlas Cross Sport-this dealership must be held responsible for non-disclosure of repairs/damages.

  Business Response

  Date: 03/15/2023

  I have been communicating with this customer and needed answers to my questions. As of now I have no internal records nor any evidence on carfax that states any accident or damage. I can only assume that the customer is referring to warranty work on file with Volkswagen that was performed at 28 miles during the *** process which gets the vehicle ready for sale and delivery. Ive also asked the customer to confirm the vin # to make sure I have correct info.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19562367
  
  I am rejecting this response because:
  
  There is clear documentation from this car dealership that repairs were done. This is far outside of the pre delivery inspection. The *** has been replaced- this is inside the transmission. There is no pre delivery inspection to be done inside of a brand new transmission. 

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

  Business Response

  Date: 03/16/2023

  The customer thinks we have not disclosed excess physical damage to her vehicle.  This is not accurate.  The work performed is warranty by Volkswagen.  I have offered to appraise her vehicle and give her fair market value as well.

• Initial Complaint

  Date:01/23/2023

  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.

  Volkswagen of Marietta offers a referral fee for repeat business of $200.00. I bought a second car in December of 2022 and have not received the referral fee. I have contacted the dealership several times with no response.

  Business Response

  Date: 01/24/2023

  We do not have a program like this.  A referral Fee is paid in the amount of $100 to prior customers that refer new customers to us.  When a previous customer purchases again from us all monies/discounts are applied at time of purchase.  I assume with all my customers that when they choose to buy from my stores again its a combination of the service received and the pricing.  Our organization has never had a program like this.  I apologize if my teams communication on this has not been clear.  Hopefully this gives a better understanding.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18886476
  
  I am rejecting this response because:

  I bought the car from the Salesperson *************  I was verbally told by ***** the manager that a $200.00 referral fee would be given. When purchasing my second vehicle from Volkswagen no monies were taken off of my purchase of my second purchase if this is your policy. 

  I was physically at the Volkswagen dealership on Saturday Jan. 21, 2023 picking up my car from service and was once again told that their is a referral fee and that I would be contacted  on Monday Jan. 23rd regarding the fee

  being sent. I do not have a misunderstanding regarding the referral fee, I  believe that words were shared/ false advertising  practices were used when purchasing my second car.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/24/2023

  This is more information than I had before and I will get with my team members to ask what the conversation was.  To be clear I do not nor have I advertised any referral fees of $200.  Also I was not stating that we took additional monies off the price for your purchase do to "referral" I was stating that my customers come back to me for the service they received prior and or our aggressive pricing.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18886476
  
  I am rejecting this response because:

  I will await your follow-up message after you have spoken with the team members. Please be advised that I also have a text message that was sent to my daughter from Volkswagen stating, What is your mother's name so I can do the referral for her.

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

  Business Response

  Date: 02/07/2023

  This Customer should have or will be shortly receiving a $100 check due to her mother buying a vehicle from us prior.  Our referals are $100.

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 18886476
  
  I am rejecting this response because: As of Feb. 12, 2023 I do not have the check for the referral fee that Volkswagen indicated that I have or will shorty have.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2022

  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 took my vehicle in March 2022 to be repaired, the molding on my door was hanging down and the stitching was coming out of my seat.Ms.****** had taken **** 's position at the dealership.I explained to her that she didn't have to submit pictures because the repair was already approved. The entire service department is unprofessional, I was sitting outside by the entrance way of the shop and I *********************** and the advisor giggling saying "if she get her truck fixed she'll pay for it.."I went inside to talk to *************** who is the general manager and he had left for the day.I talked to him to express my concerns for the way I was treated at the dealership.My vehicle has a bumper to bumper warranty their is know reason why it should not have been repaired.*************** stated his manager said it was outside influence, stating I tore it myself which is inaccurate.*************** told me if I took my vehicle to another dealership and the said otherwise he would reimburse **** took my vehicle and the dealership repaired my door, the tech stated it was defective,********* Volkswagen tech stated I damaged it, and that wasn't correct.I sent the invoice to *************** and he has not reimbursed me.The dealership told Volkswagen customer care that I damaged my seat and I didn't.*************** sent an email accusing me of getting another dealership to repair my vehicle, the dealership that repaired my vehicle didn't do anything dishonest.

  Business Response

  Date: 09/06/2022

  This info is only mildly accurate.  *********** did bring her vehicle in to our service department with issues she wanted covered under warranty.  These issues to my understanding from my team and *********** was attempted prior with her local dealer with similar results to ours.  My team took pictures and reviewed these claims under the ** brand warranty specs and concluded physical damage not warranty defect.  *********** did not come out of pocket for these claims.  When she finally presented me with evidence that another dealer had it covered under warranty, she asked for the dollar amount that ** warranty covered as reimbursement.  This is an expense that ** brand paid, not her and I will not entertain this.  I've asked *********** to use me as her sole point of contact, but she continued yelling and cursing her demands with my staff.  She has asked me to no longer communicate with her as well and I will continue to honor that.  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17919228
  
  To whom it may concern: 

  I did/t curse or yell at anyone, that's not my character.*************** stated in a email that he would reimburse me for my gas and loss of work for that day, if another technician didn't agree with their diagnosis.He gave those instructions to his receptionist and they monitor calls, so don't try to slander my name.*************** stated he was going to reimburse me, so I ***** understand what the issue is"he asked me how much expenses did I incur.

  
  
  Sincerely

  Schone ****

  Business Response

  Date: 09/09/2022

  To my understanding VW brand covered this complaint under "Goodwill" not warranty due to it not fitting warranty specs.  Again because it was considered physical damage.  However covered none the less. VW Brand participation, that has already been completed, is the only participation this dealer is considering in regards to this claim.  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17919228
  
  I am rejecting this response because the general manager ******************* stated " if another Volkswagen dealership inspected my vehicle and disagreed with the original diagnosis he would reimburse me.He communicated this information through email."Your technician failed to diagnose my vehicle correctly, he based his diagnosis on emotions, instead of providing me with the same service that you provided when I purchased the vehicle.
  
  Respectfully,
  
  Schone ****