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:07/11/2024

  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.

  On July 26, 2023, I was involved in a rollover accident that left me with a broken back, shoulder damage, and a pinched nerve in my neck. My vehicle was totaled and needed to be replaced. On February 14, 2024, I purchased a used R-Line Series VW Atlas From ******** Volkswagen. I was promised the car would be ready the following day. On February 15, I returned to the dealership to get my new Atlas. I asked for assistance getting the car to my home. My salesman, *****************************, asked a ****** to assist me by driving my new Atlas to my house while I drove my other car. While driving the ****** back to the dealership, I noticed a crack in the windshield on the lower right passenger side. Before purchase, the crack was not obvious outside the vehicle. It is a hairline crack located in a blacked-out section of the windshield. The crack was also concealed from buyers on the inside because a sticker was intentionally angled over the crack. This is why I didn't notice the crack before I completed the sales deal. However, once the sticker had been removed the crack became obvious inside the vehicle, especially in sunlight. So, on the day of delivery, February 15, I reported that the windshield had a small crack to my salesman, *****************************. He took pictures of the crack inside and outside the vehicle with his cell phone. On February 19, ********************** and I met with the service manager, ***********************. ******************** also used his cell phone to take pictures of the crack inside and outside the vehicle. ******************** assured me the windshield would be replaced because I immediately brought the matter to their attention, however, he wanted to submit a claim to VW Warranty. On March 8 and March 18, I followed up with ******************** and he made excuses for the delay. Over four months have passed, and no one has attempted to contact me. In late March, I went down with back issues again, so I'm just returning to this matter. I want the windshield replaced as promised ASAP.

  

  Business Response

  Date: 07/18/2024

  We have contacted the consumer and scheduled an appointment for 7/23 to replace his windshield at no charge.  We apologize for the delay.  

  Customer Answer

  Date: 07/22/2024

  On July 12, *********************** the service manager left a number for me to call to schedule an appointment to have the windshield replaced. However, I could never get him to answer at that number. So, I drove to Bommarito VW on July 17, and met with ***********************. He stated it would take two days to get my vehicle on the schedule. He set a tentative date for replacement on July 23. *********************** said he needed to touch base with the window person to ensure this date would work. ******************** said he would call me to confirm the date and time. 
  

  According to the BBB update, the communication indicates that the windshield is scheduled to be replaced tomorrow, July 23. Todays date is July 22; Its 3:30 pm.  *********************** still has not reached out to me to confirm July 23 nor has he given me a time. Again, more delay tactics. 

• Initial Complaint

  Date:05/19/2024

  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 purchased a New (labeled new even though the car was used by the dealership as a loaner car and had over 4000 miles on it) 2021 VW Tiguan *** on 6/16/2021. Bought the *** for all the extra features and technology that the car came with. Less than one month later on 7/8/2021 I brought the car in to be repaired because the cruise control was not working, the car keys were not recognized by the car, and had the car die and all settings wiped. Told by VW just to continue driving car. Brought in again a month and a half later on 8/25/2021 for ACC again not working, and troubles with the navigation system of the car. All settings, saved destinations, and data clear on car restart. Told that more diagnostics are needed and that ecm needs replaced. Told to keep driving. Over the past 3 years, I keep having issues but no dealership is fixing the issue. The last time I took the car in was at a dealership in **. They told me that my battery was causing low voltage and that is what was causing issues with my navigation. Also brought in for an EPC failure that limited driving the car until it was fixed. Advised that car needed an oil change before the advised 10k miles, and that the starter needed replaced. Starter was done under warranty, and was told that battery was my issue. After all three services were completed, I was told that I would have no more issues. I am still having all of the above issues with my car, and now my warranty is over. I'm told that in order for my car to be looked at, I would have to pay for a diagnostic, and then pay for whatever needs to be done. All of this diagnostic work that has already been completed, and all documentation of these issues have occurred within 1 month of buying the car. Nothing has been fixed, and I am still having the same issues with this car. I want either all the issues fixed, or the car replaced. VIN is *****************. I have uploaded the documentation of the first time I brought the car in to be fixed.

  

  Business Response

  Date: 05/28/2024

  The consumer did purchase his vehicle from Bommarito VW Hazelwood in 2021.  Our service history with this consumer includes:  4/12/21: tire replacement; 7/7/21: consumer stated issue of cruise control not working, keys not working, and lost power while driving.  We opened a Techline ticket with VW for guidance and were advised to drive and duplicate.  We did drive the vehicle but were not able to duplicate.  8/25/21: We performed 10K service and consumer stated navigation system loses data and acc cruise will not work.  We completed 10K and looked at the other issues but consumer was to return for further diagnosis.  Consumer did not return.  11/3/21: Consumer returned for 20K service, but did not mention previous issues.  Consumer had 30K service completed at another dealership.  

  In an attempt to resolve this matter, we would like to have the consumer return for a diagnostic at no charge.  Once we determine what the issue is, we can discuss and recommend next steps.

   

• Initial Complaint

  Date:02/29/2024

  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.

  First they sold me a certified pre owned that had a rear windshield improperly installed which they said is ok (for the non mechanics having a window installed wrong is a safety problem)Not to mention the the day i bought the car the battery was not connected all the way and i ALMOST DIED. There was also several other points on the car that showed it was in a accident and repaired improperly/cheaply/ unprofessionally. The car also was a rental which is a red flag with no damage /accidents reported on the carfax and also having poorly repaired damage . Second i contacted the attorney general and bbb to help me. I was contacted by a manager and was told they could help so i came in and told him my problem where he had nothing but excuses in return . so first he tell me he will take the car back and pay it off but then I WOULD BE OUT 2000 for a down payment and 2100 in car payments and 2000 in insurance payments and also would have no car with a hit to my credit. so i said no i would like 10k and keep the car because it was sold as a certified pre owned THAT DID NOT MEET STANDERS OF A CERTIFIED PRE OWNED and if i went to court i would ask for the car to be paid off and my lawyer fees . i was told no they cant do that the best he could do was 1000 and if i wanted anything more than that then he would have to send it up the ladder to another department. so i said that was fine and ill take 5k and THEN he said WELL THE LAWYERS GET PAID 2500 a month for a retainer so they won't even bother with it and the case will just sit for 6 months before you even get a case number then said if i went to court they would say i didnt lose anything and we would be back here at the same point so feeling like I have no other option I say well can I just get tires and the 1 k Even tho I just purchased tires I just did not want to feel I'm getting basically nothing so he says we can't do the 1k and tires but he will ask and let me know around 3 pm what he can do. so 3 pm comes and he calls me and tells me to come to the office and says he can do the tires and 1k if I promise to withdraw my complaint from the bbb and the attorney general so I say ok feeling like this is my only option and sign the paper that says I will withdraw my complaint then he quickly put this other piece of paper on top which I found weird but I thought maybe he just wanted to make sure i didnt change my mind.. So that night i cant sleep because my soul just feels like i was treated unfairly so I emailed the manager the NEXT MORNING and said I FEEL I WAS coerced and lied to and I would like to cancel the deal because it felt it was done unlawfully after looking at the other paper that he gave me which was the paper he put on top of the one I signed I saw that it said i the undersigned understands the terms of the settlement has completely read, and fully understands this agreement and voluntary accepts for the purpose of making a full and final compromise adjustment and settlement of any, and all claims dispute otherwise concerning to this matter. I did not sign this paper i only signed the one saying i was withdrawing my complaints but for some reason they tried to tie it all in on a different paper instead of having me sign both. i guess he thought having a paper on the desk then giving it to me before o leave is enough to have it legally bounding

  

  Business Response

  Date: 02/29/2024

  This is a duplicate complaint.  This is the third complaint this consumer has filed over the same matter.  The consumer reached an agreement with us (4 tires and $1000 goodwill) and executed a full release.  We consider this matter closed.  Thank you.

  Customer Answer

  Date: 03/19/2024

  this is NOT A DUPLICATE COMPLAINT. we agreed to settle the for the complaints I sent to bbb and the attorney general. We did not agree that we were settling and waving their responsibility for selling me the car as certified when it was not. This is fraud. They did not ask or tell me anything like that. HE SAID Exactly I know your time is valuable and I know it took a lot for you to write all of that (the complaint ) not once did he say this settlement is to get us out of liability with the car. That's why the 2 documents I sent you were not both siqned. The only one siqned was releasing the complaint because that's all I thought I was doing. The other about liability with the car was not siqned because he did not go over it he just put it on top after I siqned the first paper as if I was agreeing to that as well which is not true. So why would they not have me siqn both and try to put it all on 1 paper? Ohhh because they were actually fraudulently and knew i would not agree to that.

• Initial Complaint

  Date:09/11/2023

  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.

  When buying my new car I was given a good deal on extended warranty. I was told I had 30 days to cancel with a full refund with no penalty. I immediately tried to cancel because I realized I'm paying interest for 3 years on a warranty before I can even use it...I called bommarito then was told I had to drive 35+ miles to the dealership to CANCEL IN PERSON ONLY.I canceled the extended warranty on 7/6/23 the form said 6 weeks for a refund.....well its way past 6 weeks and was a nightmare to cancel because I had to take off work to drive 35 miles to cancel in person. I have tried to call many times, can never get someone on the phone so I sent a email.They called me the next day and told me they would "look into it."Well that was 11 days ago and I have been charged interest on this extended warranty for 9 weeks and counting. Where is my refund and will they refund the interest that has been charged since 7/6/23??????This is breach of contract. Also I filled out a referral form and my brother has not received his $200 check for referring me to bommarito. I was told that it takes 6-8 weeks and its been 9+ weeks.

  

  Business Response

  Date: 09/13/2023

  We contacted the customer and apologized for the delay in processing his warranty cancellation and advised this request would be sent overnight to the warranty company.  We offered to compensate consumer an additional $100 for interest he has paid as a result of the delay.  We are also processing the referral fee consumer references.  Thank you.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

  Its amazing how quickly I received my checks after reporting to BBB. 9 weeks and a lot of avoidance from bommarito.

  I wonder how many people they do this to who don't call to complain.

  I am now "whole" but I feel bommarito tried to cheat me and should be investigated on why they did not give a refund within 6 weeks. 

  Why does it take 6 weeks anyway to get a refund over something I was told I could cancel within 30 days and have no penalty. 

  Why did I have to go in person to cancel warranty???

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/25/2023

  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.

  Bommarito VW of Hazelwood refused to honor the 7yr/100k mile bumper-to-bumper warranty I purchased when I purchased my new 2017 VW GTI Sport.
  
  On Aug 24 2023 I returned because my passenger, rear wheel bearing is making a loud roaring noise when driving above a couple MPH, but has no noticeable play in it. The wheel bearing had previously been diagnosed as defective (making noise but not loose) by a local shop who had just installed 4 new tires the week prior. I took it to Bommarito VW of Hazelwood since it is still under the 7yr/100k extended, bumper-to-bumper warranty. The bearing noise is very noticeable at any speed over 2-3 MPH, yet Bommarito said they could not hear anything and there was no play in the bearing. When I asked if they actually drove the vehicle they could not provide a definite answer only saying the mechanic found no play in the bearing when he checked for looseness - as previously stated, there was no play in the bearing to begin with. I asked if they would take it for a drive and they said they did not need to since the bearing had no play. One of the service writers then claimed to have driven the vehicle, but the mileage reading on the odometer was the same (76,226) as it was when I brought my car in, indicating no test drive had been performed. I was then told the repair would not be covered under warranty anyway and was given a $500+ quote to replace the bearing. The dealership charged $230.93 as a diagnostic fee after I refused to pay for the repair.
  
  Their claimed multipoint inspection was also not actually performed. They told me the air filter and cabin air filter needed to be replaced at over $100 as a "previously deferred recommendation". When I asked how dirty they were, I was just told they needed to be replaced. I had just replaced both of them when I changed the oil in the car on Aug 4th 2023, so the dealer never actually checked them this time and was making expensive recommendations without actually looking at anything.

  

  Business Response

  Date: 08/31/2023

  Our service manager made contact with consumer via telephone and offered to rectify these matters upon consumers return to town.  Thank you for bringing this to our attention.

• Initial Complaint

  Date:07/06/2023

  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.

  After 9 months of waiting and calling the dealership back for a 2023 Jetta, I finally put a deposit down on a new 2023 Jetta sport. I had to wait many months for the arrival of the car, when the car arrived there were additional features added to the car that I had to pay for. I was told this is what arrived so I had to take it since I already put down $500. Also when I showed up I was given far less on my 2019 Jetta than what was quoted in a printed document from Bommarrito......I feel bait and switch tactics were used on me since the 2023 Jetta's are in extremely high demand.I understand the unwillingness to negotiate below MSRP due to extreme high demand on this car....But at the same time I put a deposit down on car "A" when I showed up I was given car "B."This is a classic example of bait and switch, I was told on the day I bought the car to call and talk to a manager and discuss....I have called 5 times to speak to a manager on 5 different days. Every time the manager is "on vacation."Today I was told someone would be there to talk to me in person so I drove 35+ miles each way to talk to a manager with a SCHEDULED APPOINTMENT. Only to find out "managers don't work on Thursdays."

  

  Business Response

  Date: 07/07/2023

  We reached out to consumer via telephone today and discussed the situation.  Offered and consumer accepted $395 compensation for features on the vehicle he purchased which he did not order/want.

  T**** you for bringing this matter to our attention.

  Customer Answer

  Date: 07/12/2023

  After this complaint the business called me and offered to refund the $296 for "floor mats" and $90 for a "road side assistance kit."  The manager said he would send me a check for $386 and I received and cashed a check they overnighted for $400.

  I am satisfied with the result BUT the manager said I was still wrong and that I put a deposit down on the "first avail Jetta Sport," when my deposit was for a "base model." He then called it a "miscommunication" and sent me a check. 

  My response to him was when Bommarito receives a deposit on a car the salesman needs to go over what EXACTLY the deposit is for and any "extra features added by VW" needs to be disclosed. 

  I would of happily waited for a car with no $296 floor mats or $90 road side assistance kit (which both should be optional as they are removable and returnable to VW).

  Im happy with the final result but im still baffled as to why I was forced to buy extra expensive floor mats and road side assistance kit as a car bundle. These are OPTIONAL features and quite frankly should come with the car OR be built into the **** price.

   

  Customer Answer

  Date: 07/12/2023

  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.

  I was still told I was wrong but they gave me a refund and called it a "miscommunication."

  Thank you for the prompt response and refund of the removable floor mats and road side assistance kit that I did NOT pre-order.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/11/2023

  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 brand new 2020 vw passat in the year 2020 and been having problems since the purchase. 3 free oil changes came with the purchase and they where suppose to last 10,000 miles.I had to bring my car in every time I reached 5000 miles which was half of the guaranteed mileage. So besides getting my oil changes cut short my right and left door speakers bust with no extra bass or amp added to the speakers manufactured radio. After that my check engine light came on which I had to get checked out and they had to replace a hose , gasket , valve. Not even a week later my check engine light comes back on and I received a letter saying it was a recall on a certain part of my car.

  

  Business Response

  Date: 04/19/2023

  We have been in contact with consumer and determined that his preferred resolution is to either trade the vehicle in or sell it outright back to the dealership. We presented an offer to him that he is considering.  His vehicle has been repaired and he picked it up from service today.  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:03/31/2023

  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 recently purchased a 2019 VW Tiguan five months ago, bumper to bumper 7 year coverage. Recently the navigation system went out. I spoke to the service department at the dealership and he said it wasn't covered and it would be $175. So I was put off by this. On the following Friday I spoke with the finance manager because he told me about this coverage. His exact words were take it back to the service dept and tell them you have 7 yr bumper to bumper coverage. The service mgr said he will have to talk to **** ******, the finance manager. The service mgr made an appt for me so that it is not anything to do with your radio. I took it in on Mon. I called over 5 times, then on the 5th phone call I talked to the service dept and told me ****, the finance mgr has to sign off on it. I go in Tuesday to pick it up. He said I will have to talk with ****, the finance mgr. When **** came back he made an analogy saying that my car repair was like a light bulb going out saying that I will have to pay for this out of pocket. He said if I have to pay for this for you I will have to pay for the repairs for other customers. I have been a loyal customer for a long time with them. My last car from them was totaled and I had GAP coverage which I was to get a check from them for this. **** keeps telling me he is searching for the GAP coverage.
  I want them to replace SD card and cut the check for the GAP coverage that I am owed.

  

  Business Response

  Date: 04/04/2023

  Our service manager reached out to consumer and advised that he ordered the update she needs for her navigation system.  It is scheduled to arrive 4/4/23.  Regarding the gap policy, our records indicate that consumer's gap policy was cancelled 8/22/2022 with a cancellation date of 4/14/2022.   We mailed  a check in the amount of $375.8 to the consumer's lienholder, First Investors.  This was a total loss unit and the refund goes to the lender first.  If there was any money leftover after the total loss, the lienholder would have refunded consumer.  

• Initial Complaint

  Date:03/07/2023

  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 bought the car Nov. 1, 2022. The engine blew in the middle of January 2023. They did not give me a loaner car for 2 1/2 weeks. When I do find out about the car, the warranty company issued a check to Bommarito Volkswagen and I was told by the finance guy that the engine would be covered under the warranty. They told me I needed $6,000 more and I told them I don't have it. I feel like I have been misled. I would like some type of mediation worked out for this.

  

  Business Response

  Date: 03/14/2023

  We have reached out to consumer and have reached an amicable solution that is satisfactory to consumer.

• Initial Complaint

  Date:10/24/2022

  Type:Order 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 bought a car from them. I paid for gap insurance. The amount was built into my purchase. They told me since I do not have the title, I would not get my gap funds returned. EZ Care said they sent the money to the dealership as a refund for the gap insurance I purchased and now they are not wanting refund me the gap money.

  

  Business Response

  Date: 10/27/2022

  We spoke with the consumer's lender and we were advised that $2,150.19 was refunded to the consumer via check on 11/17/2021.  After then speaking with the customer, we learned that the customer never received this check.  As a result the consumer is contacting the lender to request they reissue a new check.

  Thank you.