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:12/06/2024

  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.

  2013 VW Tiguan was in for repair of water intrusion in October. Due to possibility of mold, car was treated with ozone after repairs completed. Since repair, vehicle has been unable to be driven due to the horrible odor that was left from overdoing the ozone treatment and off gassing of vehicle materials/mold. Vehicle was aired out for 2 continuous weeks in October with no effect on the odor. While the odor seems to be subsiding during the cooler temperatures, I am afraid that as soon as it is warm again the odor will be back. I am also worried about the long-term effects of damage to my vehicle due to the overuse of ozone. I did contact the business on numerous occasions with my concerns to which the response was "I needed to wait for the car to eventually air out" or "short of cutting off the roof and allow it to sit in the sun, all I could do was give it time". I have luckily been able to use my husband's vehicle as my back up as I will not expose myself or my 3-year-old to the chemicals that are off gassing in the vehicle (the odor was so bad that it was causing immediate nausea and headaches upon entering the car). I just want my car to be usable again.

  Business Response

  Date: 12/17/2024

  Good Morning,
  
  The vehicle is a 2013 Tiguan with ******* miles the vehicle came in with a water leak on 09/17/2024 we verified that the sunroof drains shrunk were the cause of the water leak. Progressive insurance was out to verify the water leak and paid for all the carpets and padding on the vehicle but the customer was responsible for the parts and labor of the drains replacement as progressive stated that the drains are a maintenance item and wouldn't cover the cause of the leak but would pay for the damage caused by it. We replaced all the carpets and padding of the vehicle as well as cleaning and drying the vehicles interior at this point the car did have a smell due to the water intrusion present since April 2024 when ******** Autobody had to replace a seal on the sunroof from a previous claim the customer had for water intrusion from something that happened where she parked her vehicle that caused damage to the weather seal.
  
  
  We removed all interior carpets and padding cleaned all water from vehicle floor as well as disinfect, we replaced all carpets and padding and used the ozone machine to neutralize any additional smells from seats and or roof lining the vehicle was returned to the customer and she did ask about the smell in the vehicle which we did note that it was from the ozone machine and it would go away over time. ***** machines can present a bleach like odor and will go away over time with the vehicle being ventilated by leaving an open window this process is used in our industry to remove smells from water leaks, smoke etc.. Since then the customer did return for an aftermarket rearview camera wire that we missed to plug back in which we did at no charge as we weren't aware that the wire was there for that but did not smell anything in the vehicle at the time and the customer did not complain again about a smell. We have not heard anything more about this from the customer and at this point if there is a smell then the only resolution would be for Progressive to pay for a complete interior including seats headliner etc.. As the vehicle has been cleaned as much as we can.
  
  
  The total repair was 3693.99
  Progressive authorized ******* minus her ****** deductible to total 2480.49
  Customer paid ****** deductible plus the drains and install that progressive did not pay 713.50
  
  
  3693.99 total
  2480.49 progressive
  1213.50 customer

   

  The customer would not be due a $3600 refund as insurance covered the majority of the cost. If any additional odor exists the customer would need to contact Progressive for further consideration.

  Sincerely,

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

  
  

  Customer Answer

  Date: 12/17/2024

  
  Complaint: 22650119
  
  I am rejecting this response because:
  
  I just want to state that I did reach out to the business numerous times in regard to the odor left after the ozone treatment. I spoke with ** at least 3 times and was told the only option I had "short of cutting the roof off of the vehicle and allowing it to bake in the sun" was to just wait it out. I also messaged **** (and spoke with him in person) to express my concerns as well. When speaking to the service department I was informed that they had started the ozone treatment before leaving for the day, which leads me to believe my vehicle was left overnight with the treatment still going. Because the odor was so strong (this was not a bleach like odor; this was a very noxious odor that caused immediate headaches/nausea) I'm concerned that the ozone was either done for too long of an amount of time or was too strong. Ozone can cause damage to the interior of your vehicle if not done properly. I was also informed that a vehicle needs to be properly cleaned prior to an ozone treatment to make sure that mold spores are not in the fabric as ozone will not touch this and can only handle mold spores that are on the exterior of surfaces. 
  
  Regards,
  
  *** *****

  Business Response

  Date: 12/18/2024

   

  As a certified Volkswagen dealership our technicians stand behind the work that they performed. The process was done correctly and was performed as a courtesy as the insurance did not even request it to be done. I would be happy to look into the vehicle smell further but do not know how much more we can do other than requesting the interior to be replaced by the insurance company.

  Sincerley,

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

• 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.

  On Sep 21, 2024 bought 2022 Jepp Gladiator from OpenRoad Volkswagen of Bridgewater, ** and a few things I discovered later showed me that I was forced to pay for fees.They charged a 10% ($3,495.00) for what they called Protection Package. The manager said it was a standard fee for preparation and cleaning in **. Because I live in ************, I had no other choice but believe him.They also told me that even that my credit score was above 800, they we only able to find me a 9.99% finance interest, but that ******** was willing to give me a 7.23% but they required me to take an extended warranty, they called easy care insurance for $2,895.00. Considering we were signing document on a Saturday closed to 7:00PM, my only available choice was to sign or to have a new argument with them after 6-hour negotiation and waiting at the dealership. Days later I questioned ******** of this condition I had never heard, and *** indicated that they do not obligate of any extra warranty plan in exchange of lower **************, 34 days after the purchase, I still don't have plates or registration. So I have a $40k vehicle but I can't dive it. Temp registration expired 30 days after the purchase date. They are blaming the bank.Last, they promised me a second key (FOB key) that they were going to get from the previous owner.After a few calls and emails, they are telling me that the previous owner does not have the key. They don't want to honor any type of remedy for this issue. They are now actually ignoring my e-mails.On one of my communications with the sales **** he indicated that the dealership is going through some issues and changes. I had to give him the name and the phone number of the previous owner because they couldn't get it. (Previous owner information was left in the glove compartment contained in several documents).Sales *** name is ******* ****************** Manager, *** or "J"Besides getting the key they promised, I should be refunded the "Protection Package"

  Business Response

  Date: 10/25/2024

  The dealership has been in touch with the customer and all issues have been resolved.

  Sincerely,

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

  Customer Answer

  Date: 10/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** C *******

• Initial Complaint

  Date:09/30/2024

  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.

  Purchased car 09/07/24. Brakes making noise. Thought maybe because they might be new brakes. After 3 weeks still making noise when braking. Called service **** and **** **** up on me after asking the condition of brakes on a certified preowned. Called back an no one answered.

• Initial Complaint

  Date:06/15/2023

  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.

  On March 31 2023, I bought a 2022 Atlas. I have yet to receive a registration and title for the vehicle. My vehicle has been ticketed and towed by the local police because the temporary registration expired. They originally said the delays were due to COVID but now the dealership says the problem is getting the title from a Volkswagen vendor. How is it legal for any reputable dealership to sell vehicles when they are not in possession of a title? This whole process has been a nightmare and they dont have a solution.

  Business Response

  Date: 06/15/2023

  We received this title from VWcredit with the incorrect mileage on it ****** the mileage is supposed to be *****. We have contacted ***** our vwcredit rep ******************* phone and email in order to get paperwork for a title correction. The VWCredit title department isn't taking phone calls due to the title problem they are having.  We emailed ********************** and our rep again today. ***** responded saying he was going to forward my email to VCI Titles to get this expedited.  He has assured us it is a priority and being handled. Please understand we are doing everything we can to get this done.

  Sincerely,

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

  
  

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising 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 husband and I recently purchased a brand new 2022 Volkswagen Atlas from Open Road Volkswagen of Bridgewater on September 19, 2022. We had a horrible experience with the sales manager ******************* and the finance manager *** after our salesman agreed that we would purchase our vehicle through the *******************. Additionally, we had previously put a $1,000 deposit for the dealership to keep the vehicle for us before purchasing. After collecting the ** for the stated amount based on the ****** auto program suggested price from our salesman, we went to the finance office to talk with ***. Once my credit score was pulled, *** offered me a car loan with an APR of over 5%, which we ultimately rejected because he couldnt give us a lower APR. We then told him that we would finance through our credit union because it was giving us a much lower APR. We told him that our credit union said he can contact them if needed to get the funds but he told us he cannot contact the credit union and we will need to contact the credit union ourselves and left his office. While waiting for *** to return to his office, ****, the sales manager came in to talk to us. He told us he will be adding an extra $1,000 to the Total Price of Vehicle because we chose not to go with Open Road VWs banking institution. We told him we had already agreed on a price with our salesman already and that it was unfair and unethical to charge us an additional $1000 after we agreed upon a set price. He threatened us to either take his offer or walk if we dont like it. Which essentially meant we would be losing our $1,000 deposit due to going with our own financial institution. This was the only vehicle we were interested in purchasing because of the limited vehicle supply so we had no intention of walking. **** said that they will print out a new ** to include the additional $1000 he was adding that we would need to take to our financial institution for a check because we would need to purchase the veh

  Business Response

  Date: 11/01/2022

  We've been in touch with the customer since the purchase of the vehicle and were unaware of their dismay. The additional money is charged back as a result of incentives that are revoked from the dealer. It is noted in a disclaimer seen on the website. As a gesture of good will, the dealership will refund $1000 with a signed release form that the dealership will provide. 

  Sincerely,

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

  Customer Answer

  Date: 11/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 look forward to hearing from Open Road Volkswagen of Bridgewater regarding the release form to obtain the $1000 in the upcoming days!
  
  Regards,
  
  ********************************************;