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:06/22/2025

  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.

  Date of transaction: July 10th 2024 I was having issues with my car's suspension system (hearing clunking noises) so I decided to take it to a "trusted" dealership just for a diagnostic. The dealership took in my car and sent a video diagnostic about a day later claiming the after market suspension that was installed was installed improperly leading to these knocking noises (mind you this suspension was on the vehicle when I had bought it from *** of West STL back in 2021). My service advisor informed me that I had several options to choose from including picking up the car from the them the next day and fixing it at home or having them replace my suspension back to stock. I let my service advisor know that I would like to speak with my father to see if this was a job we could do at home, so I informed him to NOT make any service requests until I get back to him which would have been the next day due to the dealership closing in less than 30 minutes. The next morning I receive a call from the service manager letting me know that they began working on my car (returning it to stock suspension) which was not approved by me. In addition to this service being performed without my permission they also left several bolts in the undercarriage of my car loose and tore apart my steering knuckles resulting in me having to purchase new ones to install once my car was home. The service advisor even mentions it himself that my car's aftermarket suspension was installed prior to MY purchase from the *** of West STL dealership (check in voice). I am wanting a refund of $500 that I paid for services that were preformed without my consent, that was also done very poorly considering I did not consent to these services.

  

  Business Response

  Date: 06/25/2025

  Dear Ms. *********************** recall your vehicle and the situation regarding its service.
  
  
  You purchased the vehicle in 2021 with an aftermarket lowering suspension. In July 2024, you brought it to our Volkswagen dealership due to noise concerns and approved our $199.99 diagnostic fee. You also informed us that the factory suspension was in the trunk if needed.
  
  
  During our diagnosis, we found that the aftermarket coil-overs were installed and causing noise due to being a "racing performance suspension" with metal-on-metal components. The front camber plates were rattling, and the front tires were showing steel chords. We also noted that the vehicle could not be properly aligned with the aftermarket suspension, which would lead to premature tire wear. We recommended installing the factory suspension to ensure the vehicle tracked straight safely and could be properly aligned.
  
  
  The extended warranty did not cover these repairs because the suspension was aftermarket. We provided an estimate to install your provided factory parts, as you declined the cost of new parts. After the diagnosis of $199.99, our estimate to replace the suspension with factory parts was $3,105.68. and tires were $931.23. The quoted labor for the installation of that parts you provided was $1,699.98.
  
  
  Your vehicle was disassembled at  and awaiting approval from 3pm on 7/9/2024 to 7/10. By 11:19 AM the next day, we still had not received your approval, and you requested that we speak with your father. I had extensive conversations with your father regarding the pricing and the work required. He mentioned he could do the job himself when he found the time, but we ultimately agreed on a price of $500, including the diagnosis, to cover the 5.9 hours required for the repairs and an alignment to properly fix the vehicle. You declined our recommendations for new tires and an alignment at that time, although we advised that the alignment was necessary after the new suspension installation and that the tires were unsafe to drive on.
  
  
  You picked up the vehicle two days later after paying the bill, and we have not spoken since. As you can see, accepting customer-provided parts and significantly reducing the price is not our usual practice. However, we were more than fair in trying to assist you by only charging a fraction (16%) of the actual repair cost.
  
  
  I apologize that you feel we did not help you or that work was performed without your approval. However, your father and I reached an agreement to proceed with getting the car fixed, which we did.
  
  
  Sincerely,
  ***** ********

  Service Manager

  Customer Answer

  Date: 06/25/2025

  Complaint: 23504222
  
  I have reviewed the business' response and am rejecting it because:
  The diagnostic cost of $199 was approved due to that being the sole reason I had brought it into the dealership.

  My car was dropped off at 5:15pm on July 8th 2024, and I was informed that it would be looked at the following day due to the service station being closed for the day. I received a call/follow up text from my service advisor on July 9th 2024 stating the diagnosis and that he would reach out to the warranty company to see if the parts would be covered under warranty. He informed me that he would not have an answer the same day (per text with service advisor). I let him know that while we waited for a response from the warranty company that I wanted to hold off on ALL services since the diagnostic was already completed. He informed me that he would make a note for the tech, that I would call in the morning after talking with my father to decide if this was a job that we could do at home without having to pay for their services incase the warranty company denied responsibility. In regard to me letting them know the stock suspension was in my car; was brought up when my service advisor informed me that they diagnosed the car and recommended that I return it to stock, in which I let him know that I have the original parts so new parts would not be needed if we were to work on my vehicle at home (a decision that would be made after I knew if parts would be covered by warranty of not). He even said he would have another tech look at the parts in my trunk to determine if my step dad and I had to buy any new parts in regards to this fix. 

  I was given a call the morning of July 10th between 8:30am-9:00am after I had arrived at work. This was the time I informed my service advisor I would call him back, but was unfortunately informed by a phone call from the service manager that they began work on my car. ***** informed me during the phone call before 9:00am, July 10th that they had begun working on my vehicle which was not approved by me or my father (without any contact from my father, business states they began working on vehicle after approval from my father, but my father was not in contact with them until after I received the call on July 10th stating that they began unapproved services). I then reached out to my service advisor **** ****** who also confirmed he did not inform them to begin work, and was waiting on my response which I was going to give them the morning of July 10th. My father only confirmed services once the service advisor continuously pushed for having his employees paid for a job that was not even approved. Just so it does not get lost in translation, I am filing this complaint due to the unconsented work that was started on my vehicle that left my father and I in a very limited position due to the businesses negligence of customer input. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 06/30/2025

  Dear Ms. ************************ July 10th at 9:07 AM, we discussed the charges for the diagnosis and reassembly of your vehicle, totaling $499.98. Given that your car was disassembled on a technician's rack without a direct response from you, we spoke with your father about the necessary repairs, their cost, and the agreed-upon total to install the factory-provided suspension.

  After extensive conversation this amount was approved by your father and it was no more than your original estimate for diagnosis and reassembly of that $499.9

  
  
  Essentially, you received the recommended repairs with your parts installed for the cost of the initial diagnosis and reassembly. We helped you save over $2,600.00. Your father ultimately approved the repairs, and the vehicle was picked up and paid for without further communication until now. 
  
  
  Unfortunately, we are unable to issue a refund due to the repairs your father approved and paid for, which were completed in an effort to assist you with the repair costs. I can send you the phone conversations directly ,but I have nothing further to and to this complaint.
  
  
  Sincerely,
  *****

• Initial Complaint

  Date:05/20/2025

  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 want to warn people that have nissan ev's or considering to buy one and live in the ******** area or is considering relocating to the ******** area. These people are very inconsiderate and tearing up the Nissan name. Let's start from the beginning. I moved to ******** in April 2025. I came here with my 2025 nissan leaf. When I purchased my car i was promised that I can go to any Nissan and charge my car. I goes to *************** location in ********. I have been charging my car at this location. Some days the machine was on the next day it's off. I was very low on charge yesterday after leaving work. I go to were I thought I can charge my car. I arrive and the charger is off. I go inside to ask if it's broken or if they have turned it off. The manager tells me a nissan customer that I could not charge my car because I did not buy my car from that location. Its very upsetting and makes my car unreliable. I have charged my car there numerous times. I have never went in to eat their snacks, I never leave trash, I plug in and simply stay in my car to myself not bothering anyone. I just want to charge my car. I never get a warm smile and I always feel very out of place and not welcomed. I went the day before yesterday and someone was there charging their car. I was in a different vehicle I seen that the charger was working fine I left to go retrieve my car from home to come back and see that they have turned the machine off. I don't want to say that this is due to the color of my skin but I have no choice clearly they are not going outside to see if everyone that plugs in if they bought their nissan there and also im sure that they do not sell many ev nissans. There are no nissan leafs on their lot. No one was waiting for the pump and it's just not right that they are being this way towards me. I warn do not bring or buy your Nissan ev's from ********. they do not care. South lindbergh and Page they are simply not fair and do not care about us ev users.

  

  Business Response

  Date: 05/27/2025

  We  understand your frustration and truly regret that your experience left you feeling unwelcome.

  We do have signage stating that our charging stations are reserved for Suntrup customers, this is due to the high cost of providing fast charging, which is not reimbursed by Nissan.

  That said, no one should ever feel singled out or disrespected at our dealership, we take your concerns very seriously.

  We appreciate your feedback and will review our internal practices to ensure we are upholding the professionalism and fairness our customers deserve.

  *** *****

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 brought car Jan 7, 2025. Last week I went to the dealership because I was having problems when I put my car into drive. The service technician felt the issues as well with car. Today, when I dropped the car off and got a text message from the dealership that it was now the tires that had the problem. I had brought a new tire at the cost $275.00 three weeks ago because I had too many nail in the tire for them to just repair the tire. I got a call again today dealership telling me to buy three more new tires-(because that is clicking nose I heard). However, it is the transmission that am having problems with and the car won&#**;t allow me to put it in the drive and plus they are trying to charge me for a engine or transmission check . Then they told me I had to wait until -( Mr. **** return to work on my car as he was the one the notice the problem with this car. Mr. *** is out to health reason.

  

  Business Response

  Date: 03/31/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating it can be to experience issues with your vehicle. After thoroughly inspecting your car, our technician has determined that the concerns you are experiencing are directly related to the condition of the tires.
  As a gesture of appreciation for your business, we are offering to cover the cost of one of the four recommended tires. Please note that tire and wheel coverage is the responsibility of the vehicle owner, and per our policy, we do not assume responsibility for tire-related issues after the purchase.
  We appreciate your understanding and are here to assist you with any further questions or concerns. Please let us know how youd like to proceed.

  ***** ******

  Sales Manager

  Suntrup Automotive

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

  ext.146

• Initial Complaint

  Date:03/26/2025

  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.

  February 27 Purchased showroom floor car, 2024 Volkswagen Golf R. We agreed to ,and i also have a document saying that they would get swirls out of paint. Which they attempted to do on February 28, Which after reading paperwork they charged me for the service. Which look ************* thing I want to address, is my check engine light. The trouble code is p0302. At one point they told me, I needed a motor and new clutch. But I would have to pay do to a over *** code. Which the dealer says is abuse. Which is crazy to me. This car is a performance car which is ment to be driven hard. So I didn't want to pick up the car.Because I knew it wasn't fixed. I even offered to pay for the tear down. Even though i should have warranty. Long story Short light is back on i called dealer multiple times. Left multiple messages for all different people and mangers and no response. And I still don't have a title, and I also still don't have a reliable brand new show room car. Sad part if I move back to ** with this car the fact that it want even pass emissions is crazy to me. My request fix the car the correct way. Fix paint,and I need a title before I get killed in late fees.

  

  Business Response

  Date: 03/26/2025

  Mr. ****** purchased a 2024 Volkswagen Golf R on February 27, 2024, and was provided the Manufacturers Statement of Origin (MSO) at deliveryallowing him to register the vehicle with the state.
  We addressed his initial paint concern by having our detail team attempt correction.

  However, shortly after, the focus shifted to the engine issue.
  The vehicle was brought in with a check engine light. Our factory diagnostics confirmed the engine suffered catastrophic failure due to extreme over-revving, which is considered customer abuse under ********************* warranty guidelines. Unfortunately, warranty coverage does not apply in cases of abuse.
  The customer was informed of the findings and offered the option to pay for a teardown, which he declined.

  During his last visit, the customer became physically threatening toward our staff, requiring police involvement and resulting in a trespass order.
  We have acted according to Volkswagen policy and provided the customer with the proper documentation to register the vehicle.

  Due to the nature of the damage and the customers behavior, we will not have any involvement in the repair going forward.

  **** Schwartz 

  Suntrup VW  Sales Manager

   

  
  

  Customer Answer

  Date: 04/01/2025

  Complaint: 23117490
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/01/2025

  Well last time I checked. Demanding something to be done is not a threat. I did get loud in the Dealership, you are right. ***** your service manger refused to let me pay for the service for tear down. Which a brand new car it should be free. Also I have a video of the phone call in question. That he said I threatening him. I consider myself a respectful person. By the way the over *** conditions that's mentioned is false, this car after talking to vw and another vw Dealership, and I quote this car is a performance car and it will not blow up from a over *** condition. Also I have documented paperwork. My problem is that they wanted me to threatening them to band me. I also was informed that I wasn't ban from the Dealership. I will like for a sit down with the owners I will play the long video of the conversations we had over the phone. I would also like to see a video with me being irritate and making threats. Please

  

  Business Response

  Date: 04/02/2025

  BBB : As stated in the first response.. This man had to be removed from our service department by law enforcement due to his behavior.

  I am sorry this did not resolve positively but some just reasonably won't.

  Since you sent us the rejection anyway the following will be our rejection response:

  Dear Mr. *************** your vehicle's arrival, we immediately contacted Volkswagen Engineering due to its model year, mileage, and the concerns you raised. During our initial inspection, we identified a cylinder #2 misfire and an over-*** condition. Following guidance from our Volkswagen ***************** Service Manager, we conducted a test drive of approximately 11 miles but were unable to replicate the issue. As a result, we returned the vehicle to you with instructions to monitor its performance.
  At that time, you declined to retrieve your vehicle, instead insisting that we perform repairs. Our records indicate that during our subsequent phone conversation, you ended the call abruptly. This call was only one instance of the behavior that raised concerns. When you later visited our dealership, before sitting down to discuss the necessary diagnostic steps, you began using profanity, mentioned seeking legal action, and demanded documentationdocuments that we were already prepared to ***iew with you. You then left the dealership while speaking loudly on your phone in the parking lot.
  The following day, we spoke again and agreed to reset the conversation to work toward a resolution. However, at that point, you denied any responsibility for the issue and alleged that the damage occurred while your vehicle was in our possession. The diagnostic data, including time-stamped fault records and a Vehicle Technical Assistance Case, did not support this claim. You then stated you would proceed with payment but later ***oke the charges, asserting your familiarity with industry practices. Later, you arrived at our service department, attempting to submit payment.
  Given the repeated conflicts and the nature of the interactions with our staff, we ultimately informed you that we could no longer continue working with you. At that moment, you raised your voice, stepped toward me, and made a statement regarding what constitutes a "threat." Due to the escalation, our advisor contacted law enforcement to help de-escalate the situation. When the officers arrived, they offered you your vehicle keys, which you declined, leading to a formal trespass notice from our property. As you exited, you engaged in aggressive driving behavior, including a burnout in our parking lot.
  Despite these challenges, we made further efforts to notify you that your vehicle could not remain on our premises. Subsequently, you contacted our sales manager and made allegations of discrimination. When you later returned to complete payment, you advised the cashier not to involve me, implying a potential confrontation. Upon departure, you again performed a burnout in the parking lot, followed by abrupt braking and ***ersing near pedestrians.
  We take all customer concerns seriously and strive to handle every situation professionally. However, due to the nature of these repeated incidents, we stand by our decision to discontinue service. We encourage respectful communication in all matters and regret that we were unable to reach a more constructive resolution.

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

  Service Manager

  Customer Answer

  Date: 04/05/2025

  Complaint: 23117490
  The only thing I was asking for was diagnostic. To determine a failure point. I was told I would have to pay. Yes, I did say no, I wasn't paying until your company finds a failure point. The way that your company handled the situation is disrespectful and degrading. After the disagreement, that me and the service manager had I didn't want to speak with him any future. Before I hung up, I said I was on my way to pay for a diagnostic and put a card on file. When I arrived at **********, I tried to pay, and at that time the service manger insisted I come back to his office. I refused and insisted on paying for the service.  Which he refused to let me do. I then said that you have to find the failure point that's what a diagnostic is. Manger statement is your threatening me. I said that's definitely not a threat. I asked him to leave me alone, and I no longer want to talk to you. He then tried to force me to pick my car up, I refused. I am no Saint. I did get loud with him and irritated. Yes, I got loud but never once put hands on him, and then police were called, and I wasn't told by law enforcement to never come back . So I brought a car to another dealership, and they said I need a new motor like suntrup volkswagen mentioned to me the first time . If I can be a man and own up to my mistakes, how about suntrup do the same and admit I wasn't treated like a customer. Let me speak to someone hire up a sit down all I ask for.
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/27/2025

  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.

  On February 15, 2025 we visited Suntrup ** to trade in and purchase a new vehicle. We were planning on paying cash for the vehicle, but the dealership said we could only get a certain price if we financed. Reluctantly, we did this. The agreed payoff on my trade in was *********. The following week, my automatic payment for my trade in was taken from my bank account, and I logged into *** and noticed my car was not paid off. I called the dealership, and they said a check was mailed and they'd have it within 10 days, and PNC would refund me. On February 24, 2025, *** only received $******* for payoff. I went to the dealership, and they were still claiming they sent the ********* and it was send electronically. However, after speaking with ***, the dealership understood that *** only received *******. The dealership then claimed it was an issue with Dealer track. I then asked the dealership for my refund, and they refused my refund, instead claiming they needed to send it to my new loan with ****************. It is now February 27, 2025 and there is nothing showing up on the **************** account, and this was with my trade in, and should have come back to me. In addition, after speaking with **** ********, Sales Manager, I asked him for something in writing that ***** Fargo would be paid. He refused, called me a miserable person, then came around his desk and got inches from my face and started screaming at me. I felt harassed and fearful. I emailed the owners of Suntrup and have not received a response.

  

  Business Response

  Date: 02/28/2025

  The company's response to the BBB.

  At Suntrup Volkswagen, we take customer satisfaction seriously and strive to provide transparent and professional service. We would like to clarify the situation regarding the trade-in payoff and the interaction that took place.
  The payoff for the customers previous loan was processed electronically using the 10-day payoff amount provided by their previous lienholder. We had no prior knowledge of any automatic payments scheduled by the customer, which led to an overpayment on the previous loan. Per our dealer agreement with the new lienholder, any overpayment must be applied to the new loan balance and cannot be refunded directly to the customer. We explained this policy multiple times to the customer.
  Regarding the in-person interaction, our staff maintained professionalism and did not raise their voices. However, the customer became increasingly upset, used inappropriate language, and resorted to name-calling. When it was clear that no further resolution could be offered beyond applying the overpayment to the new loan, our sales manager attempted to exit the conversation to assist another customer. The customer physically blocked the exit and continued making insults, to which an admittedly inappropriate response was made in frustration. While we regret that the situation escalated, our staff did not scream at or harass the customer at any point.
  We have followed all required procedures in handling the overpayment and have ensured that the funds are being applied correctly to the customers new loan with ****************. If there are any outstanding concerns regarding the application of funds, we encourage the customer to reach out to their new lienholder for confirmation.
  We regret that the customer had a negative experience and remain committed to providing fair and professional service to all our customers.
  Sincerely,
  *******************************************
  
  --
  **** ********
  

  Customer Answer

  Date: 02/28/2025

  Complaint: 22997922
  
  I have reviewed the business' response and am rejecting it because: this man is lying.  I have video of him calling me a miserable person and mocking me.  At no point did I ever use vulgar language.  He's lying.  I did not block any exit.  That is also a flat out lie.  The room he was in is a glass room, and I was standing in the same spot the whole time I has asked him for documentation in writing where the refund would go, which he flat out refused.  The only reason I started the video was because he would not give me anything in writing, so I wanted to have audio of it.  He did not show me anything from our original agreement where it was stated that discrepancies go towards a new loan; in fact, AJ, the finance person had originally said a check to me was possible.  The response is from the man I have video of, the same man that got inches from my face, and screamed at me.  I would think the business has video footage of his actions.  
  
  
  
  Sincerely,
  
  ******** ***********

  

  Business Response

  Date: 03/04/2025

  This is proceeding the phone conversation  we had with the customer.

   Thank you for bringing these issues to our attention. We sincerely apologize for the experience.

  The payment has been received at **************** towards your new loan. 

  You have my contact information if you need anything in the future.  

  ***** *****
  Suntrup Automotive
  Sales Director
  ***********************************************************
  *********************

  
  
  
  
  
  --
  
  

   

  Customer Answer

  Date: 03/11/2025

  After speaking with upper management it was determined that I should have received a refund instead of it going to the new loan. This was all around a terrible experience and Im not certain they are not doing things like this on purpose so that people do not notice an auto payment made after a deal, and the dealer get extra money because of lower payoffs on trade ins. 

• Initial Complaint

  Date:11/06/2024

  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 took my 2018 Volkswagen Golf to Suntrup Volkswagen ****************** for the annual oil change and maintenance as well as service related to the attached recall notice. I bought this car from Suntrup six years ago, and it is fully paid for. I checked in at 8:30 AM and was told that I would be called in the afternoon to pick up my car. I confirmed my phone number with the agent who was helping me. The ****************** closes at 6:00 PM, and by 5:00 PM, I became concerned and called the ******************, but no one answered. I tried several more times before 6:00 and got no answer. I then went to the Suntrup website and engaged in chat, which proved unsuccessful in telling me what happened to my car, but she said she would find someone to help. I tried calling the Volkswagen sales department, to no avail. I eventually got an email message from ******** Holiday at 6:39 PM on November 1 telling me that she had a 2018 Volkswagen Golf she could sell to me and that someone would be in touch. I replied to Ms. ********* email and told her in clear language that I wanted my car. She never responded, and no one called. On November 2, 2024 (the next morning) I began making calls again to get my car, but no one seemed concerned. Eventually I got a call from a Nissan sales agent who said someone would call me in a few minutes to help me get my car. The call never came. I have no idea what has become of my car. My wife, who also owns a 2018 Golf, took her car in to Suntrup for annual service only 2 weeks earlier. Suntrup phoned her that afternoon at the same phone number I gave to my service agent, and Suntrup Service also sent her several emails related to the service and even a video detailing the work they performed. I got none of these emails. I need my car. I am forced to use my wife's car for work, and she is left without transportation. Please help me get my car and an explanation.

  

  Business Response

  Date: 11/08/2024

  Mr. ********,

  thank you for being a loyal Suntrup customer. I apologize that you feel this way about your experience with our ** service department. After doing a little more research into the situation and speaking with you on my cell phone today, I found that when calling you from our phones at work, it goes straight to a voicemail that is not set up yet, as if we may be blocked. The phone number that you provided is a landline and our system that emailed you and texted you for completion did not get through to you personally. Our system is designed to text and email for completion. I did advise my team to make sure to ask how you and every customer would like to be contacted. While speaking with you during pickup, I am now understanding that you and your wife do not have cell phones so I noted your file to contact to be contacted by phone call only. I input your personal email into the file instead of your wives and presented you with my business card that includes my extension to contact me directly in the future to avoid this from happening. 

  Thanks again for allowing us to make this right.

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

  Service Manager

  Customer Answer

  Date: 11/14/2024

  Complaint: 22521655
  
  I have reviewed the business' response and am rejecting it because:
  Mr. Kosteckis response to my complaint is disturbing.  His hollow apology expresses regret only that I didnt like the inexcusably shabby treatment his department dished out.  The fact is that no one from Suntrup attempted to call me at the landline number through which Suntrup has been successfully calling me and my wife for six years and which I confirmed when I dropped the car off.  The agent said he would call.   If he wanted to text instead, I would have gladly given him my cell phone number.  (By the way, my wife has a cell phone too.) We have caller ID, so I can confirm the fact that Suntrup never called.  *********** is fabricating; we do not have a call blocking feature.  Plenty of other people managed to call during the six days that Mr. ******** withheld my car.  Suntrup never called until shortly after I had arrived at home after finally retrieving my car.  At first I wondered why Mr. ******** would call me just to schmooze.  But the real motive was revealed in his bare faced request that I take down my complaint at BBB.  Is he serious?  It was only BBB that could prompt Suntrup to return my car.  It wasnt my numerous attempts (at least a dozen) to do so.  But unbelievably once my sick wife got me there **** ******** never offered to give me a ride,though I told him my wife was sick), things got worse.  When I went to pay my bill, Suntrup had tacked on a $600 fee for the recall repair. So I waited for that to get removed. Then I waited again because the total amount still exceeded the amount I had been quoted.  Then I waited another 1 hours for Suntrup to fix a new brake problem that appeared the minute I tried to leave the lot in my car.  What were they doing with my car for 6 days?  I still dont know.  No, I am not satisfied with Suntrup.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/15/2024

  I am surprised and disappointed in the rejection.

  Mr. ************** you  did not express any of this during the time I met with you at pick up. We walked him into the shop to show him the cause of the noise that he said was "new". The noise concern from the brakes was from excessive rust build up on the rotors due to the vehicle sitting more than it is driven, it was not a new concern, just nothing that was brought to our attention during service. The vehicle has ****** miles on it and is a 2018 so there is alot of surface rust. The only fix for that is driving the vehicle more. There is a video showing and explaining this.

  I apologized several times for the communication issues you had.

  I gave you my card with my direct extension for future calls,

  I updated your file noting to call you and not text or email and I sent you the original video via email to the email he provided.

  You also stated to me that neither you or his wife have cell phones and that they only had a landline.

  I am at a loss. I was advised to contact you after your visit to talk to you about the review, ask if there were any other issues and asked how we move forward either by removing the review or come up with another resolution.

  The conversations were not unpleasant at all.

  My apology was sincere and I was sure to address your concerns and set up procedures to ensure they did not happen again.

  I am sorry if you still felt this was not enough to continue service here. 

  Please call if you have ideas on how to regain your business.

  I appreciate you letting us try.

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

  Service Manager

   

  Customer Answer

  Date: 11/25/2024

  I am not pleased with Mr. ********* response regarding my earlier complaint.  First, what possible motive could I have for falsifying the fact that my wife and I both have cell phones?  I live in the 21st century, and I use my cell phone daily like most other people.  I cannot so much as access my work-related email or patient notes without it.  There is no logical reason for me to deceive Suntrup concerning our cell phones, and I certainly never denied the fact that we own them, as Mr. ******** insists.  The matter boils down to this:  (1) Suntrup has my landline phone number.  (2) Suntrup has been successfully contacting me and my wife at this number for six years. (3)  I confirmed this phone number when I dropped off my car as the number at which to call me after what I assumed would be no more than 6 or 7 hours (for the annual maintenance and recall procedure).  (4) Suntrup never called or emailed to let me know my car was ready to be picked up, in spite of my over one dozen fruitless calls, chats and emails to Suntrup urging them to give me my car.  (5) It took the Better Business Bureau to move Suntrup to return my carafter 6 days.
  
  I am similarly mystified that Mr. ******** should accuse me of hiding from my service agent a new noise that was coming from my car.  Really? This visit was my very last before my warranty expires.  It is not rational to accuse me of concealing a new noise when this was my last opportunity to have it repaired at no cost to me.  If the noise began prior to my visit as Mr. ******** implies, then why didnt the service person notice it when he gave my car the multi-point evaluation that Suntrup proudly promulgates?  No, the problem only arose after Suntrup kept my car without my permission for 6 days. I have no idea what happened to my car during that time, and Suntrup isnt saying.
  
  Mr. ******** seems oblivious to the loss of my valuable time and my convenience (and perhaps the soundness of my car) caused by Suntrup.  Like most health professionals, I never have enough time to spend on my patients.  But I have wasted countless hours trying to get my car back instead of using that time advocating for my patients.  Now Suntrup is forcing me to spend even more time defending my complaint to the Better Business Bureau.  Moreover, it should be obvious that when my wife and I have only one car to rely on, one of us is forced to stay home.  It is that simple.  I resent Mr. ********* cavalier attitude toward the harm he has done to me. He at least agrees that in return for his shabby treatment I have responded to him with civility and kindness.  His confessing to me that Suntrup has problems with internal communications does not mitigate that fact that Mr. ******** and his colleagues have taken a great deal from me.  I am not pleased, and I am not inclined to take down my complaint as Mr. ******** has requested.  

• Initial Complaint

  Date:10/29/2024

  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.

  I am having issues with my car and have brought it here for repairs and to be put up on the rack. They refuse to put it up on the rack and the person who was helping me, *****, was no longer working on my vehicle, They keep giving me the run around and I need my car serviced.

  

  Business Response

  Date: 11/05/2024

  I'm sorry you are having issues. 

  At this point we have reached out to resolve the issue but have not been able to connect with you. 

  We have no  record of such an incident . We believe you may be referring to another dealer.

  Please give *** ***** the service manager a phone call if you still need assistance. ************* 

  
  

  Customer Answer

  Date: 11/12/2024

  Complaint: 22487095
  
  I have reviewed the business' response and am rejecting it because:
  
  I originally got the vehicle from suntrup and this incident happened in the end of September/Beginning of October (exact date escapes me at the moment). It took so long because I had been going out there time after time and all I ever asked was a mechanic to look at my car for the issues I had been having for a while. I did try to call *** ***** but he did not help me much. They kept test driving multiple times instead of looking at the car. They said they don't feel anything different, yet I am still running into various issues including lack of speed pick up, tons of shaking and noises associated with it, and when I try to talk to them and no one wants to help. There was even some manager lady who came out with a cigarette hanging out of her mouth (I believe her name was ****) and she wanted to take my hand and "Pray for a resolution".
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/14/2024

  
  The vehicle has never been to our service department nor has there ever been an appointment made to look at the vehicle.

  Please schedule an appointment and we will be happy to look at this vehicle.

  ******* Silk 

  Service Director 

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

   

• Initial Complaint

  Date:10/03/2024

  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.

  I brought my vehicle here for repairs and they keep telling me that they&#**;re waiting on parts but it has been over a month and I am not getting assistance with a rental car. My warranty only covered 4 days for a rental car and I paid an additional 4 days out of pocket but this has become too expensive for me and I need my car back.

  

  Business Response

  Date: 10/07/2024

  Mrs. Dunigan,
  
  
  I understand your frustration but unfortunately the part is on national backorder with no eta from VW. The part we are waiting on is the wiring harness for the driver seat. It has been upgraded to the highest level of urgency we have and is not available in the aftermarket. This is the first time we have ever serviced your vehicle and have used the extended warranty that you have. The extended warranty has covered all of the repairs but only has a maximum amount of rental coverage of 4 days for repairs per your contract. They will only provide coverage based on repair time and do not cover for part delays. We will continue to update you as new information comes in. Thank you for your patience.
  
  --
  Scott Kostecki
  Service Manager
  Suntrup VW
  314-892-8200 ext. 152
  
  

• Initial Complaint

  Date:08/26/2024

  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.

  My daughter dropped a Nissan Rogue off at Suntrup Nissan to be diagnosed on August 21, 2024 for 2 engine codes that had been scanned before taking to Suntrup. The Service Manager called me about 7:00 am and said they needed payment of $418 for 2 hours of diagnostics. The service manager was pretty confident the tech could figure it out in that time frame. I paid the fee with a credit card. About 5 hours later I received a message from the tech saying he verified the two engine codes I supplied from his scan. He said that from looking at the oil fill cap that the engine quite sludged with the entire engine having a coating of sludge. They recommended a new engine. He stopped the inspection after verifying the two codes supplied and apparently only looking at the oil fill cap. I suspect that took about 15 to 20 minutes. The serviced manager refunded the second hour in the amount of $209 and kept $209 for the inspection. This did not upset me until I had further inspection done. After retrieving the car, the valve cover was removed for inspection of the engine and no sludge was present on the head or coating the inside of the valve cover. I have a video of the engine head with the valve cover off and still photos as evidence. Clearly the entire engine is not quite sludged. I have left two messages for the service manager to discuss the findings and he has not returned either of my calls. The tech easily could have put a borescope in the oil fill hole and realized his assumption was wrong. He could have done that video inspection in 5 to 10 minutes and still have been within the minimum charge of 1 hour. I took it to a Nissan dealer service department because I figured they could more quickly properly diagnosis the misfire issue. Instead they verified the two codes supplied to them and then stopped the inspection after taking the oil fill cap off. This resulted in a wrong diagnosis!I recommend avoiding the Suntrup service department!

  

  Business Response

  Date: 08/27/2024

  
  The attached video is positive proof that our technician properly diagnosed the issues with the 2015 Nissan Rogue with ****** miles.
  The engine shows sludge and the transmission is going out. proof by the code set and the test drive revealing a noise both noted by the technician. We could not have been any fairer then only charging for 1 hour diagnosis and refunding the 2nd hour. What a shame that a person is using the BBB to try to get money that was a fair transaction between and repair facility and a first time customer. Why did the customer even bring it to Our Facility for the first time after ******* miles? Why not take it to the mechanic that has been serving the vehicle all these years? Best guess: They could not diagnose the issue. 

  Note: The video would not upload . I will Send it separately to the info email

  ******* Silk

  Suntrup Automotive

  Service Director

   

  Customer Answer

  Date: 08/27/2024

  Complaint: 22200366
  
  I have reviewed the business' response and am rejecting it because: the evidence of the video I sent shows that there is not quite a bit of sludge and that the entire engine is not cover in sludge as the tech suggested. Does the tech have access to a borescope at the dealership? Is there a reason he wouldnt have put it in the oil fill of the valve cover to see his assumptions were wrong? 
  

  I did bring the car to the dealership because of thought that the dealership would have had the experience and training to easily diagnosis the problem. Thought the transmission has a code that I was unaware of, I didnt ask the dealership to investigate or do anything about the transmission.  The dealership charges twice for more for the diagnostics than a normal shop  why would I not believe they should have been able to diagnosis the problem with more expertise  once a wrong assumptions was made by the tech, the diagnosis stopped.
  

  I and most people would also believe that two messages to a service manager who didnt return the calls would be considered poor customer service. 
  

  I am surprised that your shop quickly hooking a scanner to a car and looking in the oil cap and making a wrong assumption per sludge is quality service. Does the tech have a borescope? You must agree that the video I sent with the valve cover off doesnt show quite a bit of sludge covering the entire engine. The engine is actually pretty clean as expected with regular oil changes and synthetic oil. 
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/28/2024

  Our response stands as it is.

  Our Master Tech inspected the vehicle and took the video.

  I did look at the photos.

  Brake clean or any of a number of engine cleaners can easily make a valve train look like new.

  NO vehicle with ****** miles will have a valve train that clean unless it was tampered with.

  We welcome new customers and we are a proud of our employees and stand behind our qualified technicians.

  We have customers  that have been coming here for years. We would have no reason to be dishonest about this diagnosis.

  We strive to earn customers trust and loyalty.

  We have no further response for this complaint. We were asked to diagnose the vehicle for an agreed amount and we did that.

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

  Service Director

   

   

   

   

  Customer Answer

  Date: 08/29/2024

  Complaint: 22200366
  
  I have reviewed the business' response and am rejecting it because: you didnt respond to the questions that I had asked. By you not verifying that your tech had assess to a borescope, either your shop is not well equipped or the tech made a false assumption about the engine being quite sludged and a coating of sludge over the entire engine. The photo and video I took with the valve cover off was performed without any type of sludge remover or cleaning chemical used after the techs faulty assumptions. Literally the tech could have done a borescope exam in a matter of a couple minutes with recordings. It is ridiculous to do a brief exam (20 minutes) and charge over $200 without visualizing the guess the tech made. 
  

  I realize that you will not accept responsibility or acknowledge the short comings of the exam or make a price adjustment. This is at this point informational for consumers reading the BBB reviews. I should have taken the Rogue to an independent shop from the beginning to get it diagnosed for less than half the price and repaired for a fraction of what Suntrup recommended. A new engine was not required to repair the problem!
  
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/12/2024

  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 bought the 2020 Jeep Grand Cherokee. They gave me temp tags. I bought it on April 14. On June 15, the temp tags expire. They will not give me the title. I have contacted them multiples times. They tell me they will get back to me but do not. They told me the title had been issued but not given yet.

  

  Business Response

  Date: 06/18/2024

  *******,

  We are very sorry for the inconvenience this has caused you.  I understand that you are in contact with ******************* and have come up with some solutions. 

  Please let me know if you need any further help. 
  
  
  
  --
  *********************
  Suntrup Automotive
  Sales Director
  *********************************
  *********************