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:05/30/2025

  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 put down ***** for a ****** 2010 Jeep Wrangler. The outside of the car LOOKED nice. I drove off the lot February 24th, 2025. The car had trouble starting February 27th 2025 I thought it was a minor problem and had them look at the Car March 1st 2025, they gave the car back to me March 3rd 2025 and told me nothing was wrong with the car but if I had any problems to take it to Jeep when I was well within my 30 day warranty. April 29th the car stopped working COMPLETELY. I have kids. My daughter does track, volleyball, basketball, and band. I have a 4 year old that needed to be dropped off and picked up EVERYDAY from daycare, on top of that I work and Im in nursing school. This has been a NIGHTMARE. No offer for a loaner car, no offer to fix the problem, or mistake that was made on THEIR part. Do not get a car from ***** *********. When he wants your money its easy to get in touch with him, not so much when he has made a mistake. He acted as if he was trying to help, but would not answer the phone when I called. He had the auto staff look at the car but couldnt tell me what was wrong with the car, because he knows something serious is wrong with the car, and that would put him at fault. Same with the sales manager, I can NEVER reach him. It is extremely hard getting a lawyer to pick up this case and I have to go about this by getting a smalls claims petition which the recovery that can be awarded is 6k but Ive definitely suffered from emotional distress.

  

  Business Response

  Date: 06/09/2025

  This complaint has been amicably resolved.  We have traded this vehicle for a new Volkswagen.

  Thank you for bringing this matter to our attention.

   

• Initial Complaint

  Date:04/24/2025

  Type:Billing 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 2023 ** Jetta from the ** Bommarito dealership January 2024, great sales experience. We traded the vehicle February 2025 and requested a warranty refund since we traded the *****. Initial refund request done via Drive Easy in February 2025 and emailed required documents to finance representative at the dealership. We provided the proper documentation, even went to the dealership to sign the documentation in person, also done in February 2025. Understand can take about 4-6 weeks for processing, however, we visited the dealership towards the end March 2025 for a status. Finance member stated the process involves confirming the vehicle has been paid in full, meaning no liens on it first and if they're not, refund can be released and it can take a few weeks. We accepted that answer even though it made no sense as we provided the bill of sale when we traded the ***** in early February 2025. We called Drive Easy earlier this month they (Drive Easy) sent a request to ** Bommarito early February 2025 and they (dealership) were to provide the refund to us. Been reaching out to the finance manager for assistance and getting nowhere. Just want our refund due to us. The warranty refund should be prorated accordingly. We know the amount due to us. Shouldn't take almost 3 months to receive the refund. Please assist.

  

  Business Response

  Date: 05/01/2025

  We have been in contact with consumer and confirmed that they received payment of $2986.76 from Volkswagen.  We apologize for the delay and appreciate the consumer's patience and business.  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 05/01/2025

  Update: sending this notice to inform a VW Bommarito representative contacted us after our BBB complaint.  Informed us of some happenings within the organization impacting our initial request and he would take care of matter. He was very helpful resulting in us getting our refund in a timely fashion. Requesting this complaint to be closed as a result of our needs being satisfied.

• Initial Complaint

  Date:04/21/2025

  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.

  Im filing a complaint regarding a $400 discrepancy between the payoff amount for my previous vehicle and the amount that was rolled into my new auto loan. It has been about 100 days since the purchase, and despite numerous attempts to resolve thisthrough both phone calls and emailsI have not received a satisfactory response. Ive provided documentation, yet my concerns continue to be ignored. I feel I am being deliberately avoided, and the lack of accountability and transparency has been extremely frustrating and unacceptable.

  

  Business Response

  Date: 04/25/2025

  We have been in contact with the customer and this has been satisfactorily resolved.  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:01/09/2025

  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.

  I purchased a new Volkswagen Atlas Cross Sport on 11/22/2024. The dealership offered to have the tags processed and sent to me since I live out of state and drove to them to purchase the vehicle.I was provided a temporary tag which expired on 12/22/2024. I have not received my tags and cannot legally drive the vehicle as of 1/9/2024.The dealership agreed to make the first payment on the vehicle if the tags were not received by 1/7/2024. That payment has not been received.I have still not received the tags/registration and I have paid them for a vehicle that I cannot drive. My job as a medical sales representative requires me to drive ****** miles per year, and I am unable to work due to the delay in receiving the registration.

  

  Business Response

  Date: 01/16/2025

  The consumer should have everything needed as of this date.  We sincerely apologize for the delays encountered.  We reimbursed the consumer for the first month car payment and a pro-rated amount for insurance for the inconvenience.  

  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 01/16/2025

  Complaint: 22789115
  
  I have reviewed the business' response and am rejecting it because: Their response is false. 
  
  I still do not have the tags for my car as of 1/15/2024. 
  

  They paid for my first months car payment, but that was not out of the kindness of their hearts its because I paid for a vehicle that I can not drive. The hours spent on the phone trying to get someone to call me back or provide a solution was not worth one months car payment. 

  The delay caused by this business has caused me to lose wages and they have taken no responsibility for the delay. They push the blame off on the company that they used to fulfill the registration, whom I am legally not allowed to talk to per the company ****

  This business is a great example of every car buyers worst nightmare. Once you pay them, they owe you nothing. 
  

  If it were possible, I would return the car for a full refund. I know that is unrealistic, but I want other customers to know to stay away from *******************************************. 
  
  **** ****

  

  Business Response

  Date: 01/17/2025

  TO BBB:

  This consumer lives in the State of Kansas.  Because this is an out of MO deal, we are required by law to use a titling service - in this case ATC.  Once we submit documentation to the titling service, the timeline is out of our hands.  At this point, the consumer has received a temp tag and vehicle registration sent to him by the State of Kansas that is valid until 1/31/25.  We understand his frustrations, but believe the fact that we have already reimbursed him for his first month car payment as well as partial insurance was fair compensation for his inconvenience.  Thank you. 

  Customer Answer

  Date: 01/28/2025

  I feel that Bommarito Volkswagen of Hazelwood has misled the BBB in their response to this complaint. The issue has not been resolved, despite their claims. 

  The dealership has not followed through and I still do not have my license plate for a vehicle that I purchased in November. I am unable to perform my work duties with an expired tag. The general manager has placed the blame on the ***, but this is an issue that stems from Bommarito directly and they have not taken ownership or provided any meaningful help throughout this process. 

  My goal with this complaint is not to get anyone in "trouble". I just want to be able to work and utilize a vehicle that I purchased. I also want to ensure that other consumers know what to expect when they go to Bommarito Volkswagen. 

• Initial Complaint

  Date:12/06/2024

  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 took my car in 11/19 because the check engine light came on. I also wanted my brakes checked because my husband said they were squeaking. I told my husband VW brakes squeak and it's normal, but I will get them check. I was told when I first purchased the car and I had concerns about the brakes it was normal. I was told the software was outdated and they had to update it and also a small evap leak was causing the check engine light to come on. Warranty covered the check engine light issue and I paid $130. $100 for the warranty fee and $30 for the service. I was also told my back brakes were metal to metal and I needed them and the rotors replaced. Those same brakes had been replaced of April this year due to a recall so I didn't understand how they could need to be replaced already. My car had a multipoint inspection done in August so I asked why wasn't my brakes checked then to tell me they would need attention soon. I called and spoke with the service manager who stated after reviewing notes that it did not look like the brakes were check, but should have been. At that time the brakes were still under warranty which was 12 months or 12k miles. Now I'm being told when it's an emergency that the brakes need to be replaced and the mileage is now past what the warranty would cover. Also, 3 days after picking my car up my check engine light came back on. I received a voicemail from the service guy saying the warranty would cover the repairs and I would have to pay another $100. He did not say if it was the check engine light for the 2nd time or the brakes so I called. I was told by a lady that the warranty is covering the check engine light and the brakes would be $537 plus whatever the service fee is. I questioned why am I being charged another $100 for something that is a repeat issue that obviously wasn't fixed the first time. She stated she did not know and I would need to speak with the tech or manager.

  

  Business Response

  Date: 12/11/2024

  We contacted consumer and agreed to assist with her rear brake replacement at 50/50 split and we will cover her extended warranty deductible.  The repair is complete, and consumer has been notified.

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am some what satisfied with this resolution. It would have been nice if the brake warranty would have covered it like it possibly wouldve had this been brought to my attention sooner. Im happy the dealership was able to admit to the mistake of not checking my brakes during previous visits and at least meeting me half way to resolve the issue. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/25/2024

  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.

  On April 29, 2024, I visited Bommarito Volkswagen of Hazelwood, **, lured by a commercial that advertised the 2024 Volkswagen Cross Sport with a 1.9% interest rate or $3,000 off. Confident in my excellent credit, I opted for the 1.9% interest rate. The finance representative assured me that key fob replacement, windshield warranty, rim repair, and minor dent repair warranties were included for free. I questioned this, as I was paying for these services with my trade-in vehicle. He reaffirmed and provided a document for a prorated refund from the other dealer. However, upon reviewing my documents at home, I discovered charges exceeding $5,000 for the 'complimentary' services. Additionally, my vehicle's remote start failed to function. Returning to Bommarito Volkswagen the following day, I sought to cancel the services and address the remote start issue. The finance representative did not deny misleading me but claimed my monthly payment would remain unchanged. Dissatisfied, I requested the manager, yet only received calls from two individuals attempting to justify the charges, which I found unnecessary. My request to speak with the head of finance has been ignored. The service department's performance has also been disappointing. After bringing in my vehicle due to the remote start malfunction, it was returned with an additional 40 miles. I was informed the driving was necessary to charge the battery, despite assurances of the battery's good condition. My vehicle's issues persist, with a scrambled radio screen, spontaneous music changes, inconsistent starting from inside the car, and a wireless charger that overheats my phone without charging. The list of grievances extends beyond what I can detail here.

  

  Business Response

  Date: 12/11/2024

  We have been in contact with consumer.  She will be dropping her vehicle off on Thursday, December 12th so we can diagnose and resolve her issues.

• Initial Complaint

  Date:10/30/2024

  Type:Product 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 new 2024 ***** in April 2024. When I got the vehicle I notified the sales guy that the vehicle was leaking water in the inside . He told me to take the vehicle and It was a minor issue and to bring it back whenever I had time so they could fix it . A month after in may /2024 I texted the sales guy and he never responded . Aug/2024 the sales guy finallly reached out and told me to bring the vehicle in and ask for **** the sales manager and he would get me taken care of . The salesman said he no longer worked for the dealership . Aug/2024 I contacted **** and he advise to bring vehicle in and they will have everything fixed . I dropped vehicle off 08:06/2024 . Didnt hear from the company until mid october /2024 that they fixed everything . I picked the vehicle up and was advise by service manager *** I would be reimbursed three months of my car note as I was unable to drive the vehicle and had to rent a car . After that I never heard from *** . My sunroof also have water spots on the sunscreen protector once they replaced the liner . If I have to get legal I want my money back and I dont want the vehicle

  

  Business Response

  Date: 11/11/2024

  We have been in contact with consumer and discussed an amicable solution.  We have issued consumer a check in the amount of $1396 as reimbursement for her accrued rental car charges.  In addition, we have ordered the parts to repair consumer's sunshade and will be in touch upon receipt to schedule the repair.  We apologize for any frustration or inconvenice the consumer experienced and thank you for bringing this matter to our attention.

   

• Initial Complaint

  Date:10/24/2024

  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 scheduled service on my car at Bommarito Volkswagen of Hazelwood. I started to noticed issues with my vehicle prior to my appointment date of 11/6. On 10/22 I went in person to the service department to have my car serviced, but was told to leave the service department and come back a different day. I told them it was urgent and that my check engine light was on and having difficulty starting. I was still told to leave. My car will now not start and is not drivable to get serviced.

  

  Business Response

  Date: 11/11/2024

  Consumer visited the dealership last week and was provided an estimate for the repaires.  We are waiting to hear whether he wishes to proceed.

  Customer Answer

  Date: 11/12/2024

  There are two attachments showing that Bommarito Volkswagen of Hazelwood service department has replaced part "N80 with hose" on vehicle in October of 2022 and recommends this needs to be done again. File "2022-10-05_Bommarito_Service.pdf" is an invoice for work completed by Bommarito Volkswagen of Hazelwood service department on October 5th 2022. File "2024-11-06_Repair_Estimate.pdf" is an estimate for repair from Bommarito Volkswagen of Hazelwood service department.

  Customer Answer

  Date: 11/12/2024

  Complaint: 22468919
  
  I have reviewed the business' response and am rejecting it because: I am unwilling to pay $1,037.99 for vehicle repair.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 11/26/2024

  We have been attempting to contact the consumer via phone and email with no response for several days.  We wish to inform consumer that we received ** approval to goodwill the majority of this repair.  The total charge for the consumer will now be $200.  We would like to receive consumer's approval to schedule the repair.  Thank you for your assistance in resolving this complaint.

  

  Business Response

  Date: 12/05/2024

  We have been in contact with consumer who wished to decline our offer to repair the vehicle for the $200 fee as **** agreed to goodwill the cost of the remainder of the repair.

  In an effort to resolve this complaint, we will offer to goodwill the $200 as a one time goodwill gesture for this consumer.  

  Thank you.

   

  Customer Answer

  Date: 01/17/2025

  Attachment is an invoice from Volkswagen Bommarito of Hazelwood service department showing my vehicle was repaired on 12/18/2024 at no charge

  Customer Answer

  Date: 01/17/2025

  This issue has been resolved by the business. 

  Customer Answer

  Date: 01/17/2025

  011725JM: 
  Dear *** ********,

  You have a new voice message:

  From:	********,****** **************
  Received:	Friday, January 17, 2025 at 12:17 PM
  Length:	00:12
  To:	************** *** ********

  Voicemail Preview:

  "Hey, this is ******** ******** calling. Call back number is ************. Close Complaint  Thanks, bye bye."

• Initial Complaint

  Date:09/17/2024

  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.

  My complaint is connected to the Volkswagen Water Pump Settlement Reimbursement. Simple stated I have had my vehicle looked at and serviced several times over the most recent years in conjunction with recommended maintenance at the Dealer Ship. Unknowingly having the dealership check due to my noticing the smell of coolant from time to time. As well as having the coolant system service performed at ****** milles on January 06, 2021 at a cost of $179.**. It was in the forefront of my mind the WATER PUMP CLASS ACTION LAWSUIT against Volkswagen or I would have pursued the issue with more vigor. I've recently had to spend $2,151.** plus the cost of a rental vehicle, while my vehicle was being serviced for a repair that should have been handled by the Dealership. Given that I have several documented checks on this, I believe the Dealership was aware of the issue and ran the odds that I would not have a failure prior the warranty expiring or the deadline of the settlement. I have been in touch with the Service Manager *** several times and now I'm just being ignored or pushed off.

  

  Business Response

  Date: 09/26/2024

  Consumer indicates that the dealership was aware of the water pump failure and class action lawsuit when he serviced his vehicle with Bommarito.  **** issued the extension to its ******************* Warranty to 8 years/****** miles to cover 1 repair or replacement of a failed primary engine pump ON JUNE 10, 2022, over *************************************** the dealership on 5/6/22 at ****** miles for a service that included an oil change, rotate and balance, spark plugs, emission inspection, epr service and radio replacement (no note of coolant smell).   We would NOT have had knowledge of a ** Corporate settlement at the time of his last service. 

  We did not see the consumer again until 5/30/24 (over two years later) at ****** miles for an aligment calibration and sunroof maintenance.  The extension expired at 8 years or ****** miles, so unfortunately the consumer was out on miles when he chose to have the repair completed at ***** on 8/24/24 at 99,421.  Nevertheless, we reached out to VWoA on his behalf to request an exception, but we were declined.  

  While we disagree that we were aware of the issue and "ran the odds" of the warranty expiring, we are williing to assist the consumer with a one time goodwill reimbursement of $500 toward his repair at ***********

   

  .  

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/12/2024

  Type:Billing 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 was enrolled into a SmartPay program with a 3rd party that charged me fees that I was not aware of or consented to. I was charged a membership fee of $399 and $2.99 per payment processed for my loan. I was not advised by financing of thrse costs and services.

  Customer Answer

  Date: 07/15/2024

  Good day,

  
  

  May we please update or remove my complaint regarding Bommarito Vollswagen of Hazelwood, filed Friday. See attached.

  
  

  A positive/satisfying resolution has been obtained.

  
  

  Thank you,

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