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Business Profile

New Car Dealers

Luther Brookdale Volkswagen
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:09/12/2023

    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.
    I had a repair problem with my vehicle. I had parts replaced at another mechanic. I towed my car to Brookdale VW to have the car reprogrammed. They were unable to reprogram due to additional issues. Brookdale VW said they would inspect and repair issues they find. They have had the vehicle for ~6 months. I have had to drive to the dealership to get updates on what they have done/the current problem. I have not been charged for any work done. I have been using a vehicle, on loan, to go to work and transport myself to run errands and etc. I would like Brookdale VW to diagnose my issue and repair it (if possible). I am, and have been, willing to pay for any work completed. Otherwise, I would like to know what the issue is if it is not able to be repaired.

    Business Response

    Date: 09/27/2023

    He bought it to ** after another shop could not fix his car after their attempts. The issue is believed to be an intermittent electrical wiring issue. We did find a GPS tracking unit that was spliced into the car (he may not know that this was in his car).  Thursday, I have had a technician attempting to diagnose this issue. As of yesterday, I have taken my top technician to attempt to fix the wiring / electrical issues this car is ailing from. We have left a couple of voicemails on the phone number that has been provided by the customer and AGs office but have not heard back from *****.

  • Initial Complaint

    Date:03/02/2023

    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.
    February 1, 2023 I signed a document canceling the warranties on my Tiguan. The funds were to be returned to my lien holder ******************* I called ****** at Luther on the 13th of February and she assured me they would be refunded by 30 days. Again I called Luther on March 2,2023 and they were unable to help me.

  • Initial Complaint

    Date:09/21/2022

    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 own a VW Jetta, 2012. I bought the car used with aftermarket rims in 2018. I had no issues with the car or rims until spring of 2022 when I had the Luther Brookdale VW dealership rotate the tires. About a month after I brought the car back in due to a shimmy/wobble of the steering wheel while at highway speed and a missing lug nut of the left front wheel. They claimed it was the wheel bearing failing and the lug nut was a coincidence. The wheel bearing repair cost nearly $900 in May of 2022. After the new part, I could still feel a wobble and needed to have the car towed. The dealership again said it was the wheel bearing. After further communication, they agreed to do the repair at no cost under warranty of the repair. I brought the car back in 3 weeks after the second repair for a recheck and a continued shimmy. They then claimed it was a separation of the tire ply and I would need both front tires replaced. The manager drove the vehicle and found he still felt a wobble. Upon further investigation, they determined one of the lugs was sitting too far in on the left front wheel and the rims would need to be replaced. I am concerned that the initial issue was caused by the repair team during the rotation and I am looking for them to buy four new factory rims.

    Business Response

    Date: 09/21/2022

    We spoke with ******* and found some used factory rims for $320 that can resolve the issue she is experiencing with the aftermarket rims. She is happy that we can resole her concern.

     

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

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