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Business Profile

Car Dealers

City Volkswagen of Evanston

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/30/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We purchased our vehicle in March 2023. Within a month of owning the vehicle, we noticed the passenger window was faulty. We have taken the vehicle in at least 6 times reporting this issue. They have claimed to make multiple attempts to fix the issue, however the issue persists as we drive it off the lot.

    Business Response

    Date: 05/02/2025

    Good Morning,

    I was made aware we are on top of the issue and your car is here now. We will keep you updated.

  • Initial Complaint

    Date:01/26/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Refuses to offer Volkswagen lease deal on ***. Claims deal does not include destination charges while it does on the ** website and confirmed on a phone call with **. Deal is VERY clear just by reading the offer regarding what is and is not included. Either ignorance of VW pricing or just deceptively trying to find loopholes to not honor the deal. Salesperson was yelling and basically calling me a liar. As stated, I confirmed with ** that my interpretation of the offer was correct so this dealer was engaging in very shady behavior. Do not list an offer on your website without being willing to offer it or even understand the terms.

    Business Response

    Date: 01/29/2025

    Good Evening 

    Id love to work out a lease quote with you directly and would only need to confirm a few things. Please email me at ************************* the lease offer you are looking to take advantage of along with your zip code so I can properly calculate taxes. 
    I look forward to hearing back and getting this handled.

  • Initial Complaint

    Date:06/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, we agreed to meet on July 6 2023 at 8 am to discuss the resolution.  

    Sincerely,

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

    Business Response

    Date: 06/28/2023

    I am very sorry to hear this happened on your last visit. 

    I will have the service manager **** reach out asap to resolve this. 

    Thank you for your feedback, we will make this right. 

  • Initial Complaint

    Date:06/19/2023

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 06/20/2023

    Im extremely sorry to hear that.

    I already spoke with ***** and he will have the check for you in the next 24 hours.

    Feel free to reach out to him at the store or me directly at ************. 

    -*** ******

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     
    Complaint: 19636294

    I am rejecting this response because: After attempting to contact ***** in store i was informed he was not available. Last time i spoke to him i was informed that we were to take car to a mechanic and get it towed prior to bringing it in to be checked. I do not agree with getting the car fixed and pay for it myself before he decides if he even wants to attempt to come to a resolution with me. I would much rather be in contact with either one of the owners or someone who directly manages their franchise. In conclusion i would request BBB to help have us be in touch with someone who can directly address my concerns rather than give us the runaround. 

    Sincerely,

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

    Business Response

    Date: 03/22/2023

    Im very sorry to hear you are having issues with your vehicle.

    Give me a call at the store so I can assist. 
    ********************* ************.

    Business Response

    Date: 03/24/2023

    Hello ****,

    I understand and want to make clear that I want to assist here. My name is *******************. I am the Director or Operations for the group. I will be reaching out shortly. 

    You can also reach me at ************.

    Thanks, talk soon. 

  • Initial Complaint

    Date:12/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 dropped my car off for a rattling sound on August 30th. I was told it would take a few days for the tech to find out what the issue is. I left it over the Labor Day weekend and heard nothing. I asked to pick it up and was not given any diagnostic paperwork, and found my car was driven without care during that time due to two large additional scratches on the bumper, and a crack that did not go halfway down my wind shield was now extended through to the bottom. I called 7 minutes after picking up my car once I parked. I have been going back and forth with the director of service/*************************** since September 7th. He informed me they did not find anything wrong with my car and that I would have to pay for the damage to my windshield. I could not believe the manner in which he regarded me as a customer. He was "teaching" me about my car and why they would not pay for what they did. As a woman alone there waiting for someone to take accountability, I was not going to accept being backed into a corner. He was already aware I had surgery and am unemployed, and was managing the crack just fine as I would not be able to get a windshield until the spring. I wanted to get through the winter without the windshield replacement and now I have to as the extreme temperatures worry me with such a large crack. He asked for a few days to find a resolution and I have not heard from him since his last email on October 22nd. I just received a notification of a safety recall for a rattling transmission from Volkswagen. This proves they did not try to diagnose the issue and took my car for a joyride. I am disgusted with this mistreatment of my property and careless way my concern was handled. The time and stress of not hearing back even as a courtesy at this point is so disrespectful. I want my windshield replaced and my bumper fully fixed as if it had not one scratch on it. Assuming this would come to agreeable solution, I referred my partner to purchase her vehicle there.

    Business Response

    Date: 12/10/2022

    Hello,

    Im very sorry to hear about your experience. I will pass your information to the ** ************ asap. 

    He will be reaching out to you to resolve this issue.

    Have a good weekend. 

City Volkswagen of Evanston is NOT a BBB Accredited Business.

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