Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2024

  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.

  My vehicle was taken to the dealership 4 times for the same issue--the dealership is saying there is nothing wrong and that the issue had to be duplicated which it was and they are refusing to repair or replace the vehicle with no charge--I spoke with the Executive Director today his name was *** and he was rude and unwilling to help--Our vehicle has a sloshing sound and squeaking breaks and the mechanic was able to duplicate our complaint but *** says we can pick up the car and that there is nothing wrong. I am concerned because it is a safety issue--i transport my grand kids everywhere in my car--i bought 5 cars from the **** Group and this is the worst. The customer service is poor. Would like the owner to know how we are being treated.

  

  Business Response

  Date: 01/12/2024

  To whom it may concern,
  
  Guest ********************-***** has a 2021 VW ATLAS
  VIN: *****************
  Last logged mileage: 34372
  
  Vehicle has been in to our ****************** on multiple occasions dates and **# listed:
  
  **#******** Date: 10/25/23
  **#******** Date: 12/06/23
  **#******** Date: 01/04/24
  
  The most recent one I have attached the ** with tech findings and photos of the braking components. At this visit, ***** provided recorded videos of noise and we were able to duplicate the concern and pin point it to the front brakes of the vehicle. While inspecting and taking measurements of all components per manufacturer standards the vehicle is deemed safe and due to environmental and driving conditions a normal characteristic.The pad and rotor are made of semi metallic material, with Hawaiis driving ,and salt air that can also make more noises pronounce (environmental conditions).  I have also attached an information that was given to the guest regarding brake concerns, and noise from ********** manufacturer.
  
  I hope this information given will assist in this matter with Ms.**********-***** .

  Therefore, we regret to say this but we cannot accommodate her desired settlement.

  Should there be any other information or concerns that will need to be addressed please let me know and Ill be more than happy to assist.
  
  Mahalo,
  
  ***************************
  ********** Service Manager
  ************
  
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21105883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************-*****

  

  Business Response

  Date: 01/19/2024

  Our certified technician spent a total of 3 hours, on trying to find something wrong with this vehicle.
  As it stands today,************** feels the vehicle is operating to manufacturer specifications.
  We regret to say this but there is nothing for *************** to fix this vehicle.
  
  ***************************
  Volkswagen Service Manager
  ************
  ****************************************

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21105883
  
  I am rejecting this response because:
  The noises still exists and the sounds that are coming from the vehicle are not normal. If the dealer insists that there are no reasons for concern then should have no problem certifying their findings. I also feel that they should share the sounds coming from the vehicle and send it to the manufacturer and she what they have to say. Screeching and water sounds from the front engine are not normal.  Speaking yes but not the sounds coming from my car
  Sincerely,
  
  ********************-*****

  

  Business Response

  Date: 01/26/2024

  As we mentioned in our previous response , we regret to say this but there is nothing for *************** to fix on this vehicle . 

  ************************************** team 

  Customer Answer

  Date: 01/26/2024

  
  

  Customer Answer

  Date: 01/27/2024

  Its sad that they say there is nothing they can do. The noises still exists. They confirmed that the car is good. The sad thing is they also said if they changed the brakes they couldnt guarantee the noise would go away. Not sure how that could be. 
  

  i would like the dealership to provide contact information for the manufacturer so I may send them audio of the sounds coming from my car. 
  

  I will have nothing further for the service team

• Initial Complaint

  Date:08/18/2023

  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.

  I purchased a ***** colorado pre-owned at **** honda in june I believe. Along side its $30k price tag, I also got the extended warranty. Its now August and I recently experienced the shudder issue service bulletin 18-NA-355: Shake and/or Shudder During Light Throttle Acceleration Between 25 and 80MPH (40and128KM/H) at Steady Speed. So i was told by honda, I had to make an appointment with ****** few days later I went there explained the shudder issue to a service advisor *****. He gave me an option stating that they can do a diagnosis on it with a $200 charge on top of that with no guarentee of detecting the problem. he recommended me to taking it to a chevrolet/GM dealer as they probably know how to repair the issue Im having. I took my truck to ************ and immediately they know the what the problem was and know how to repair it. I had to spend over $700 here. Lastly, replacing the torque convertor is needed. So ***** service advisor had made a call to assurant to file a claim and declined it because they said **** group declined the claim repair and that I have to bring back my truck to them. From there I was like WTF!? I was so upset I immediately drove to **** ***** in person to see ***** and explained my issue. I dont understand why cant they approve it, I mean its already there pending for repairs, its so stupid. I also explained to keoki that if I do have to repair my truck here I expect not to pay for diagnosis and need to have my torque convertor part replaced. All he could do is email higher up or the poc of their assurant guy. This was on 8/11 Friday. ***** said he will get back to me on this. Its one week today Friday 8/18 and no response yet, this is so messed up that I find **** group being very shady. They are not taking this matter seriously and I feel I am just pushed aside. This company shouldnt deserve an A+ in BBB. I recommend for pre-owned purchased customers, do NOT buy **** groups extended warranty, its not worth it.

  

  Business Response

  Date: 08/22/2023

  August 22, 2023
  
  BBB ID# ********
  Re: ***************************
  Dear Suwai,
  
  Thank you for bringing ************************ concern to our attention. We have contacted ******************** to apologize for our mistakes and inconvenience we caused him. We informed ***** that we will be covering the repair to his vehicle, parts have been ordered, and a loaner is being provided to ******************* during completion of the repair.
  Thanks again for alerting us to this issue, please contact me if there are any further questions or concerns.
  Sincerely,
  
  *********************
  Variable Operations Director

  Customer Answer

  Date: 08/24/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2022

  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 had first taken my car ******************* service department about 9 months ago my car was their roughly 8 months to have the engine replaced. While it was there the condenser was damaged and I had to take it back in for service again under warranty. This time while it was there the " large cooling fan" was marked not working apon me picking up the vehicle. It was in perfect working order when it arrived. To make matters worse they didn't even inform me about it, the only way I found out was by reading the paper work before I signed. The service manager ***** refused to fix the fan, although if clearly happens while it was under their care.

  

  Business Response

  Date: 08/19/2022

  Tell us why here...To Whom it May ******************* months ago Mr.  ******************* brought his 2013 Passat with ****** miles.  The concern was that there was a whining noise upon start up. We found that his turbo charger turbine fan shaft was broken/seized. After the diagnosis and complementary multipoint inspection by technician, we notated that the vehicles condenser was already leaking when the vehicle was brought into our service department. The repair for the turbo for the charger turbine fan shaft was covered under the Turbocharged Direct Injection (***) warranty extension provided by *********** We provided him with one of our courtesy loaners for alternate transportation due to the part being back ordered and no estimated time of arrival. On top of that, there was surface rust on the rotors which we got serviced for him free of charge.  test drive there was a failure to the engine with cylinder 4 connecting rod making a hole in the long block.  The engine replacement was covered under the *** warranty also.  
  When the repairs were completed, the customer bought back our courtesy loaner car back to us. 
  We hate to say this, however, this loaner car was not at the clean condition we can loan out to next customer.  Therefore, the service department had to send this car for detail and need to spend extra money and time to detail inside and out of the car. 
  
  ************* called back and again raised his concern that we damaged his condenser while it was under our care.  We contacted ********** and successfully made it covered under Goodwill for the customer. The damage on the condenser is consisted with road damages. On installation of condenser, it was notated that the original large cooling fan of the vehicle shorted out. I explained to ************* that this  fan is the original 9 year old  part came with the vehicle, we think the failure was caused by regular wear and tear.  During the repair process, we did not even touch the fan;  the fan did not need to be removed during the condenser installation. Our service advisor explained the results of the service in person and offered to give him an estimate.  Therefore, we regret to say this but we cannot repair this fan free of charge.
  
  
  ***********************
  Service Manager
  ***************
  ************************************
  *************

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17706690
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************