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:07/08/2025

  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.

  This is about a extended warranty that scams you and hangs up on them each time you call them that Gurnee vw offers there customers they talk like this is the best warranty I got a highline vehicles service contract on 9/07/19 for two years expires on 9/8/25 from Gurnee vw and never had to use it intill now Gurnee vw said this was a higher end warranty that pays more for a repair and you can take your car anywhere and only a $100 deductible so I took my 2019 wrx in the repair shop on 9/1/25 at Waukesha ****** dealer for a repair of a dash speaker and a new a/c compressor for $1885.26 the highline service contract that Gurnee vw sells there customers said they would cover about half of that bill and said I would have to come up with the rest they were saying for a lot of reasons but I did not here that from Gurnee vw when they sold it to me I cannot come up with $900 that is why people buy warrantys so I got stuck paying the diagnostic fees at the Waukesha dealer of $214.00 and take my car without the repairs that I have a warranty for i called highline service contract at ************ and talk to them and they just hang up on me when I call them I am going to file a complaint with highline service contract but Gurnee vw is offering extended warrantys that are no good and dont pay out when you make a claim and treat there customer like c*** and hang up on them I am going to write as many bad reviews about my experience with both highline service contract that Gurnee vw is offering there customers thank you for your time

  

  Business Response

  Date: 07/11/2025

  Thank you for sharing your concerns regarding your extended warranty and recent service experience. We understand how frustrating and disappointing this situation must be.
  
  To clarify, your vehicle was purchased from Gurnee VW nearly six years ago, and this is the first time weve been made aware of any concerns regarding your warranty. Our Service Manager, **** *******, has been in contact with the extended service contract provider regarding your claim. They approved $1,087.15 toward your repair, which is in line with the terms of your contract.
  
  When we spoke with the dealership performing your repair, we found they were charging customer retail rates rather than the warranty-approved rates. This may have contributed to the remaining balance you were quoted.
  
  We want to help resolve this for you. Please reach out directly to our Service Manager, **** *******, at ************ so we can assist further and explore all available options.
  
  We value your business and are committed to supporting you through this process.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 07/15/2025

   
  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:04/20/2025

  Type:Product 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 am submitting a complaint to ***ort deceptive practices by Gurnee Volkswagen, on 1/2/25. Before driving 60 miles to purchase the 2024 ** Cross Sport R line, I called to confirm the online price had no hidden charges-advertised interest rate was valid through the date I intended to purchase. Upon arriving, I was told the interest rate no longer applied. The listed interest rate on the ** site was presented to salesman, suddenly the rate was available. During the sale of the car, I was told I could not purchase it without the Nano Armor and Recovr. I demanded both be removed: Recovr offers same protection as ** Car-Net. $2+k in add ons I didn't want, told there was no choice, already "installed". Had I known I WOULD NOT have driven 60 miles to purchase it. The experience worsened. Next, told the finance *** I did not want the Nano-Armor and Recovr, response was "oh, you haven't purchased a car in a long time, all dealerships include these on new cars."*1/3/25 called the dealership, didn't receive email confirmation for Recovr. Response: "it needed to be ***laced, bring the vehicle back to have it "installed". *Then, only received 2/6 pages for Nano Armor, called twice for the remaining pages, still have NOT received any information on purchase.*After waiting for the loan information to arrive for 2/16/25 payment, emailed the finance manager, no ***ly, called the finance department, promised a call back, no call back. Called again, finally finance manager said he was new and would find out. FINALLY a week later, received a text, loan was processed on 2/21/25 original purchase date 1/2/25. 4) Called again to get the ********** warranty contract, promised under better dealership management I would receive all 6 pages of the contract. 4/20/25 still DO NOT have the contract for products I didn't want. I am seeking 100% refund for BOTH Nano Armor and Recovr for deceptiveness and lack of contract disclosure after ***eated inquiries: Recovr $864 Nano Armor $1,499.

  

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you experienced during your vehicle purchase. It is never our intention to mislead or create confusion during the sales process.
  
  We have reviewed your concerns regarding the Nano Armor and Recovr products. In response to your repeated requests and in acknowledgment of the lack of contract documentation provided in a timely manner, we have taken action to resolve this matter.
  
  As of [insert current date], we have canceled both the Nano Armor and Recovr protection products associated with your purchase. A refund in the amount of $2,363 ($864 for Recovr and $1,499 for Nano Armor) has been issued and sent directly to your lienholder, Volkswagen Credit. We have also attached a copy of the refund check for your reference.
  
  We truly regret that your experience did not meet expectations and appreciate you giving us the opportunity to address and resolve this issue. If you have any further questions or require additional assistance, please dont hesitate to contact our management team directly.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 05/07/2025

   
  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:03/10/2025

  Type:Product 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 2023 Volkswagen in June 2023 from Gurnee VW and had to sell it in October 2024 due to the manufacturer (**) being unable to identify and correct the issue. I was instructed to contact the dealer to start the refund process for the dealer products I purchased for the car.I filed the form electronically on October 25, 2024 and received an email response the same day. The email said it could take up to 30 days to process and I was also told it could take 6 to 8 weeks to process, given the end of the year and holidays. I followed up in February 2025 but did not receive a response.I attempted to contact the dealership again in March via the dealer's website. I instructed them to contact me via email, and only via email, about obtaining a refund for the dealer. Instead, they attempted to reach me via my phone number without referencing the issue I contacted them about.I am seeking a resolution to this process.

  

  Business Response

  Date: 04/11/2025

  We sincerely apologize for the delay in processing your refund.
  
  Gurnee Volkswagen has issued the appropriate refund checks. The refund for Smart Driver and Drive Easy was processed under check #********, which has since cleared the bank. Additionally, the *** and Value Shield products were cancelled, and the corresponding refund check was issued and mailed on April 8, 2025.
  
  Copies of both refund checks are attached for your reference.
  
  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 04/14/2025

   
  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. I can confirm that I have received the two checks referenced in the business's response.
  
  Sincerely,
  ******* *****

• Initial Complaint

  Date:01/27/2025

  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 2024 ******* in October and traded in my 2020 *****. I wanted my plates transferred. I informed ***** that I made a payment of $200 for the loan of my trade-in less than 2 days prior so it wasn't showing on my payoff. ***** stated ** would return that overpayment to me once the payoff was completed. I stated I had an extended warranty on my trade in. He said ** would send me a check for the amount. On 12/12, I received a registration for the new vehicle with a license plate number that wasn't the one I wanted transferred. I called the dealership a few times and eventually got a hold of ***** on 12/13. ***** said he would look into the warranty and payoff issue and would contact me on 12/16. On 12/18, I asked for an update. He responded on 12/20. He stated I was sent a temporary set of plates in case my drive away plate were to expire. I didn't have a drive away plate. On 1/4, I texted asking for an update. He said WI was still processing my plates. I called over and over with no response. On 1/6, I drove the 1 hour to the dealership. Aleysha said ****** would be gone for ***** minutes. I explained the different situations to ******. He CC'd me in an email to ********* about the plates and said I would get a response on 1/8. He emailed someone else (he didn't CC me on that one) about the warranty and said I would have a response on 1/7. He also spoke to someone else that supposedly already had a check cut to me for the variance in the payoff amount. That check was only $96. On 1/9, I called 3 times, left a couple messages and emails. On 1/10, I left a few voicemails. On 1/11, after several more calls, ***** told me I would have an update about the plates on 1/13 and I would get a prorated check directly from the company that holds the extended warranty. On 1/13, I called 6 times and left 2 voicemails. On 1/14, I was told there was no finance or managers.

  

  Business Response

  Date: 02/06/2025

  I apologize for the delay in addressing your concerns. However, I am happy to inform you that this matter has been fully resolved.

  If you need any further assistance, please dont hesitate to reach out to our General Manager, ******* *******, at ******************************* or ************.

  Thank you for your understanding, and we appreciate your patience.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:01/19/2025

  Type:Billing 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 submitting this complaint to report deceptive and unethical practices by Gurnee Volkswagen, located in Gurnee, ********, during the negotiation and sale of a 2023 Volkswagen Taos. My interactions with the dealership violated consumer trust, and I seek both resolution and accountability for their actions.Details of the Incident On 01/18/2025, I found a 2023 Volkswagen Taos listed for $17,995 on both Gurnee Volkswagens website and Capital Ones Auto Navigator platform. I worked with a sales representative named ****, who initially did not disclose any additional fees. She mentioned I needed to put $1,000 down to reduce my payments. This was contrary to my *********** pre-approval, which allowed $0 down. Upon further questioning, she revealed $2,855 in additional charges for dealer-installed items, including:Recovr: $864 Nano Armor: $1,991 The dealerships failure to disclose these fees upfront is deceptive and unethical. When I raised concerns, the general manager, Biuar, eventually agreed to waive these fees if I promised not to write a negative review. This tactic further undermines consumer trust and integrity.Hidden and Excessive Charges While the add-on fees were removed, other charges were overlooked during the transaction:Electronic Registration Transfer (ERT) Fee: $35 This optional fee was not disclosed as avoidable.Excessive Sales Tax: The dealership charged me $2,149.86 in sales tax, which reflects a rate of ******%. The correct rate of 6.25% on the taxable total of $18,397.70 amounts to $1,149.86. This $1,000 discrepancy was not explained or corrected.

  

  Business Response

  Date: 02/06/2025

  After reviewing your transaction further, we found that a flat tax of $1,000 was charged in the deal. We have processed a refund for this amount.

  We apologize for any inconvenience this may have caused and appreciate your patience while we resolved this matter. If you have any further questions or need additional assistance, please dont hesitate to reach out to ******* *******, General Manager, at ******************************* or ************.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22830867
  
  I am rejecting this response because:I am rejecting this response because the dealership intentionally overcharged me on taxesthis was not an accident. The tax amount was correct before hidden fees were added, but incorrect afterward. Additionally, the dealership ran my credit without authorization to multiple lenders and then attempted to dismiss my concerns. ******* did not address these issues in her response.

  I also contacted the general manager, who stated that because I called the police regarding the unauthorized credit inquiries, he would no longer assist me. This dealership made the mistake and has refused to correct it.
  
  Sincerely,
  Fadiyla ******

  

  Business Response

  Date: 02/13/2025

  I sincerely apologize for any inconvenience this may have caused. We have addressed this matter with our Finance Manager, and everything has been corrected. You are scheduled to come in within the next few days to resign the documents with the correct figures.
  
  As a gesture of goodwill, we have also taken an additional $500 off the sales price to make up for the inconvenience. Please let us know if you have any questions or need to adjust your appointment time.
  
  We appreciate your patience and look forward to getting this resolved for you.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 22830867
  
  I am rejecting this response because: On January 18, 2025, I submitted all required documents to Gurnee Volkswagen to complete my vehicle registration. This included insurance, title paperwork, and all supporting documentation. I later learned from the dealership that my paperwork had been lost by their employee, ****** *******. I re-submitted all necessary documents on February 20, 2025. The only remaining item needed was my license plate number, which I provided during a phone call with their title assistant, ******* ******, on 2/20/25. I have an audio recording of this call. She confirmed all she needed was my plate number and made no mention of any missing documents. This call occurred after a *** envelope from the dealership had already been delivered proving they had everything they needed at that time. Despite this, the dealership failed to submit my registration paperwork until April 15, 2025just three days before my temporary tag expired on April 18, 2025. In the meantime, I was misinformed about needing an emissions and safety inspection, which I was not required to complete as my car was out of state. I informed the dealership of this multiple times via email. It wasn't until I had the State of Texas email the dealership directly that they finally acknowledged their mistake on April 11. Throughout this time, I have received no accountability, only blame from the dealership. I have also been provided false information, including claims that their finance manager was terminated (he is still employed). I have documented email chains and audio recordings that support these events. Due to the dealerships negligence, my vehicle will now be unregistered past the expiration date, which could result in tickets, penalties, and legal issuesnone of which are my fault. Ive done everything on time and in good faith.
  
  Sincerely,
  
  Fadiyla ******

  

  Business Response

  Date: 04/23/2025

  First and foremost, we sincerely apologize for the inconvenience and frustration this situation has caused. We understand how important timely vehicle registration is, and we regret the delays and miscommunication that occurred during the process.
  
  While there were unfortunate issues along the wayincluding a loss of paperwork and miscommunication regarding emissions requirementswe want to confirm that your registration documents were successfully submitted to the Dallas County Tax Office. The package was delivered on April 16, 2025, at 9:48 AM, and we have attached proof of delivery for your reference.
  
  We acknowledge that there were gaps in communication, and we apologize for any confusion surrounding the emissions requirement and for the misinformation you received. We are currently reviewing our internal processes and communication protocols to help ensure that a situation like this does not happen again. Your feedback has been taken seriously and will help us better serve our future customers.
  
  Regarding your request:
  
  Should any fines, penalties, or tickets be incurred as a direct result of this delay, we are open to discussing reimbursement upon receipt of documentation.
  
  We also extend our formal written apology for the mishandling of your paperwork and the miscommunication.
  
  We can confirm that your registration is now in process with the appropriate agency.
  
  Your concern has been escalated internally, and process improvements are currently being evaluated to prevent future occurrences.
  
  We understand your frustration, especially as this is not the first time you've had to escalate concerns. We appreciate your patience and your persistence in ensuring your vehicle is properly registered.
  
  If you have any further questions or documentation you'd like to provide, please feel free to contact us directly.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 22830867
  
  I reject this response. The delay and mishandling of my registration is entirely the dealerships fault, and any resulting fees or violations must be coveredthis is not up for discussion. I want written confirmation that I did not request any add-ons. The vehicle was listed at $17,995, yet I was charged for RECOVR ($864.00) and NANO ARMOR ($1,991.00) without my permission.
  I had to contact the Attorney General, the Better Business Bureau, and file a police report before your company acknowledged any wrongdoing and reversed the overcharge. You have yet to confirm or apologize for the additional fees that were added on without my consent. Your staff also falsely claimed the employee who lost my paperwork was firedhe was not. My credit was run multiple times without consent, and registration paperwork was delayed until the last minute.
  These are not isolated mistakesthey reflect a clear pattern of negligence and deceptive business practices. I expect full accountability and written acknowledgment of what was done to me.
  
  Sincerely,
  
  Fadiyla ******

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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.

  Went to prurchase a 2023 Volkswagen Jetta 1.5T SE listed online for $17,295, before I drove an hour to the dealership I emailed ****** to make sure the dealer did not add additional fees to the price, she stated they do have options offered but are not mandatory that ******** is the price of the car. Even online under the car it states "No hassle pricing;(no mandatory add-ons or expensive addendums when you get here) I get to the dealer to purchase the car and they tell me the price of the car is ***** because it has mandatory dealer accesories added to it.I said I do not want them he said I am not selling you that car for ******** what is listed.

  

  Business Response

  Date: 02/06/2025

  I appreciate you taking the time to visit our dealership and sincerely apologize for any confusion regarding the pricing of the 2023 Volkswagen Jetta 1.5T SE. We understand how important transparency is in the car-buying process and regret any miscommunication.

  While we did present the vehicle with RecovR, NanoArmor, and Certification, we were open to selling it without those additional fees. However, we were unable to include the Certified Pre-Owned (CPO) certification at no charge. That particular vehicle has since been sold, but we would love the opportunity to assist you in finding another car that meets your needs. 

  Please reach out to our General Manager, ******* ******* at ******************************* or ************ with any further questions.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22815500
  
  I am rejecting this response because:
  The vehicle was advertised at the price and stated it was ****** did not state or was not told cpo was an extra fee.Cpo was never talked about. 
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/13/2025

  I apologize for any confusion regarding the vehicle. Unfortunately, that particular car has since been sold. However, we would love the opportunity to assist you in finding another vehicle that meets your needs.
  
  Please feel free to reach out to our General Manager, ******* ******* at ******************************* or ************, and we would be happy to work with you.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:01/13/2025

  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.

  Gurnee Volkswagen is offering a brand new Volkswagen ID.4 Pro for $19,411 after all available incentives. They list the following as part of the incentives:VCI EV Lease Bonus Cash - Special -$7,500 VCI EV Lease Bonus Cash - Standard -$7,500 VCI APR Customer Bonus -$5,000 I called and said I would like this deal. They told me the deal would be the base MSRP minus all incentives I'm eligible for. The problem is - the first and second lease bonuses are duplicative. The third $5,000 bonus is for financing, not leasing. It is impossible for anyone to be eligible for all of these bonuses. The sales person I spoke with on the phone confirmed this and said they were "aware" of this bad price. I find this highly unlikely as this is the second dealership I've seen that is engaging in this type of practice. Please make sure they remove this deceptive advertising.

  

  Business Response

  Date: 02/06/2025

  I apologize for the confusion regarding the vehicle listing. This car is an inbound unit with exceptional incentives due to the stop-sale that was in place for several months. Unfortunately, there was a glitch in how our website displayed these offers, but we have since corrected the issue.

  We appreciate your patience and understanding. Please let us know if you have any further questions or if there's anything else we can assist you with.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:01/01/2025

  Type:Order 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.

  We purchased a Taos on December 14, 2025. I had negotiated an out the door price over the phone before going to the dealership. We wanted to pay in cash but we're told the only way to get the out the door price we had negotiated was to finance the vehicle through the dealership. We agreed and signed paperwork because they said there would be no extra fees and no prepayment penalties for paying off the loan early. They sent us home with a flash drive that supposedly had the paperwork on it. When we got home the flash drive was empty so I asked for a copy to be emailed to me first thing Monday morning. It has been 2 weeks and I still don't have the paperwork. Then when the paperwork for the loan came the principal on the loan is for around $1,500 more than our negotiated out the door price was. I immediately called the bank and they told me the dealership had added a destination fee and I would need to contact the dealership to resolve the issue. When I called the dealership the manager told me that ** does not include the destination fee in the out the door price. I mentioned that while at the dealership we were told multiple times that the final price we would be paying was the price I had negotiated before coming to the dealership. If at any point they would have mentioned an extra fee on top of that we would not have purchased the vehicle. He promised to have the finance person call me and also send the contract that I never received a copy of. I am still waiting for the contract and have not heard from the finance person at the dealership.

  

  Business Response

  Date: 02/06/2025

  Thank you for reaching out with your concern. Please find attached the original offer that was signed at the time of purchase.

  Regarding the financing requirement, you needed to finance through [VW Credit/*****************] in order to qualify for the College Grad Rebate. This is a standard policy for both Volkswagen and *******, as the rebate is contingent upon financing through their respective financial institutions.

  Additionally, it appears that you opted for the Smart Driver and ************ Maintenance plans in addition to the original signed offer. If you wish to cancel these optional products, we are happy to assist in processing the cancellation. Please reach out to our General Manager, ******* ******* at ******************************* or ************.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/24/2025

   
  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. Hi,
  
  I wanted to give an update on my claim #********.
  
  ******* *******, the general manager, was wonderful to work with resolving the claim via email without making me go into the dealership. He made it easy to cancel the extra warranties that were added to the contract and sent me a check for the refund as requested.
  
  Thank you,
  Karissa
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/20/2024

  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.

  I purchases a new Atlas Premium R on October 16, 2024 in the amount of ****** I contacted the dealership and was very transparent about being financed through Navy Federal and receiving the check on Friday October 18th. I informed them that the commute will be 2hrs due to distance and traffic. Per **** the sales manager he stated to come in. After working with ***** the salesman he stated **** informed him in good faith I could take the truck home and just return the check on Saturday. He also stated a credit app will be filled out and PROMISED not to run it unless I didn't return with the check. I noticed the scratches on the truck. ***** stated they would buff them out on Saturday. I texted the day before confirming the time frame, HE then stated they don't buff via text and begin to get smart. I told him he lied and I will be returning the vehicle. I then get a call from **** the sales manager who attempted to smooth things over. I arrived at 9am the truck wasn't buffed scratches were on the truck still. I found out later my credit had been ran. I was giving a loaner car because **** stated the car will be sent out for buffing, car was tracked and they never sent it out sent a bogus link to a ******* dealership who stated they don't buff and the truck wasn't there. I asked for my money back more then once.. all I received was lies and now they are saying **** is no longer with the company after promising to give me a credit deletion form. The truck is now having issues with the heat. It will only heat up on 80 or high. the other numbers are shooting cold air. The dealership isn't taking calls from me. I now have a lil over 800 miles due to driving back and forward to the dealership for nothing. ***** stated no-one can help me because I threating to call the BBB and leave reviews. I'm currently waiting for a response from cooperate. My credit ahs been affected and i'm stuck with a new truck with scratches and the heat isn't working. No one is trying to help me.

  

  Business Response

  Date: 12/06/2024

  Thank you for reaching out and sharing your concerns. Id like to address everything to ensure we provide the best possible resolution for you.
  
  When you purchased your vehicle, we did not have your check on hand. To accommodate your request to take the vehicle that day, we ran your credit and placed you on a backup contract to protect both parties. This process was explained at the time, and we moved forward with your understanding and approval.
  
  Regarding the vehicle's condition, there were minor surface scratches present, which we buffed out for younot once, but twiceto ensure the car met your expectations.
  
  The heat issue is new information to us, as it wasnt mentioned previously. Rest assured, since this is a new car, any issues related to heating will be covered under warranty. We would love the opportunity to diagnose and resolve this problem for you promptly.
  
  Your satisfaction is important to us, and were here to help. Please let us know when it would be convenient for you to bring the vehicle in, and well ensure its addressed thoroughly. Please reach out to our General Manager, ******* ******* at ************.
  
  Thank you for your time, and we appreciate the opportunity to make this right.

  Thank you,
  ******* ****

  HR Director

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

   

• Initial Complaint

  Date:11/03/2024

  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.

  8/10/2024, I drove from ******* to Gurnee Volkswagen to purchase a 2015 **** Q5. I feel a bait and switch was pulled on me. Price online was listed somewhere around $12,500 but at the time of purchase another $2,000 was added for some super inspection/maintenance check they do on all used vehicles and another $599 was added for a recovery device charge. I was able to negotiate them down $599 but they would not budge on the additional $2000. Since I had driven 3 hours to get there, I did go ahead with the purchase. On 9/19 the vehicle began to sputter while driving and a message came on the dash alerting to Turn vehicle off immediately due to issue with oil pressure. I did not drive it for a week and on 9/27 had it towed to the **** service center closest to me. After their inspection, the vehicle was found to be 3 quarts low on oil. I had only driven it approx. 1370 miles since purchase. The service center added the 3 quarts of oil and told me I could drive it but watch the oil level. After a few days, I could clearly see it was burning oil badly. On 10/3 I called Gurnee Volkswagen wanting to see if there was anything they could do to help. I spoke with ***** ******* (who is listed on the Buyers Guide as the person to call with complaints after sale), he said hed have the General Manager, ****, call me back. I have never received a call back and have called 7 other times, leaving messages for **** and/or ***** or anyone else who discuss this with me. Not once have I had a call returned. The car now appears to be burning a quart of oil every ******* miles. I did receive an estimate of $9712 from the **** Service Center in ************, IN to get it fixed. Reviewing my paperwork it does appear the Buyers Guide was not filled out regarding a warranty, and it was not posted on the vehicle at time of purchase as I believe it should have been. Not one person at Gurnee Volkswagen will even discuss this with me.

  

  Business Response

  Date: 11/18/2024

  I want to express my sincere apologies for any dissatisfaction you may have experienced with your recent vehicle purchase from Gurnee Volkswagen. Your satisfaction is very important to us, and we value your trust in our dealership.
  
  To ensure we address your concerns effectively, I am pleased to inform you that Gurnee Volkswagen has a new General Manager, ******* *******. ******* is dedicated to ensuring that all our customers receive the highest standard of service and leave with complete peace of mind. He will be reaching out to you personally to discuss your situation and explore options to trade you out of your current vehicle.
  
  Our goal is to make this process as smooth and satisfactory as possible for you. If you have any immediate questions or would like to discuss your concerns sooner, please feel free to contact ******* at ************ or *****************************************************.
  
  Thank you for giving us the opportunity to address this matter. We look forward to resolving this to your satisfaction and continuing to serve you with the high standards that Gurnee Volkswagen stands for.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22508771
  
  I am rejecting this response because: I was contacted by *****, the Sales Manager. I never heard from the General Manager as stated in the business response. ***** did offer $5500 to trade in the vehicle. He stated the $5500 would have to be used towards the purchase of a different vehicle from them. First, I paid $14,390 for the vehicle (almost $16,000 after taxes and fees) which within 39 days of purchase needed almost $10,000 in repairs.Included in the $14,390 I paid was $2,000 for some super inspection/maintenance check".  Which now just sounds like a bogus way to jack up the price on me once I had driven to the dealership from *******, classic bait and switch. Now, the business just wants to offer me $5500 for the vehicle and then require me to purchase another vehicle from them where they will just make more money. They will make more money on the new vehicle they sell me, and they will make more money on the vehicle I trade in because Im sure they will fix it for far less than the $10,000 I was quoted and then again sell the vehicle to someone else for a nice big profit. Secondly, when this issue came up, I called the business 9 times and never received any return phone call from them until I filed this report. My time is also worth money. I have spent an incredible amount of time on this issue already and to be given an offer to make the business more money and me lose a great deal of money is unacceptable. Third, as my documents show, the Buyers Guide did not state whether or not the vehicle was sold with a warranty and the buyers guide was not posted on the vehicle. Finally, when ***** made me the offer for the $5500 trade in and I told him that the offer was not acceptable to me. He then asked me what would be acceptable. I told him an acceptable solution for me would be if they repaired the vehicle free of charge. He said he would let his General Manager know and he would get back to me with a response. That was on 11/19/24. It has been 3 days since then and I have not received a response. Also, as far as the quote to get the vehicle fixed for $10,000: that is what it would cost me to get the vehicle fixed. What would it cost the business to fix the vehicle themselves? I would say far less than $10,000, maybe $5500 considering most business offer services so they have a 40%to 45% gross profit margin. The business is offering me $5500 to trade in the vehicle, why not just put the $5500 towards fixing the car for me? 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/06/2024

  Thank you for giving us the opportunity to address your concerns. I recently spoke with you on November 25, 2024, and we agreed that you would let me know when its convenient to bring the car in so our service department can take a look.
  
  You were provided with my direct cell phone number, and I assured you that we are committed to working with you to ensure complete satisfaction with your purchase. Please rest assured that we will do everything we can to address the issue and resolve it to your satisfaction.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Thank you,

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

  General Manager

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