Complaints

This profile includes complaints for Brooklyn Volkswagen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brooklyn Volkswagen

  5226 Kings Hwy Brooklyn, NY 11234-1130

• 

  Brooklyn Volkswagen

  599 E 56th St Brooklyn, NY 11203-6050

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:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 son and I purchased a vehicle from this dealership on May 29th, 2024. They charged us a reconditioning fee to fix all repairs on the vehicle before we take possession. They did not do that. We took the vehicle to the service department to get brakes done and ended up having damaged on all sides of the ************** did not do the rear brakes. We also told the sales consultant, manager and service advisor to order windshield wipers, a cover for the top and to fix a safety message on the dash where we can not even see the miles.. its now June 10th and we have yet to get any of these things taken care of. When we call them , they give us the run around and keep saying they will call us but never do. The vehicle is missing a cover on top where water can get in and cause water damage. They are also aware of this. I need help getting this taken care of.

  Customer Answer

  Date: 07/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklyn Volkswagen regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In November 2020, My mom( *********************** ******) and I (*************************) purchased a 2017 ************* from Brooklyn Volkswagen. We also signed up for the warranty they offered, on 12/16/2020 we cancelled the warranty through Warranty Solutions as advised by the dealership. The next step to adjust the loan to remove the cancellation was providing the proof of cancellation, which we did. Since January 2021 we have been trying to get this rectified with the dealership and they have done nothing but provide lies and excuses. It is always, it is delayed because of management changes or "we are looking into it." At this point we need assistance to get this rectified. The *** # *****************. We continue to pay interest and a loan amount with the warranty amount included. This is beyond Unethical and I am sure in violation of multiple business laws. The warranty was $4800 in addition to the sale price of the vehicle.

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklyn Volkswagen regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello,On 8/25/2022 I purchased a car and was told the only way I could get financing is if I were to purchase a warranty. I told the finance manager that the car was only two years old and already had a factory warranty. He informed me that I still would need to purchase a warranty through their dealership for me to get approved for financing. I trusted him and went forward with the sale. I purchased the car for $128923.21 with $28,000 down. That was the price including tax, but not the three warrantees that were added to the bill. I was charged a $6995.00 Bundle Package, a $2995.00 Pre-paid Maintenance, and a $2,495 VW DRIVE EASY. I only agreed to the one warranty the sales manager told me I needed to complete the purchase. I was also told that the engine and transmission would be covered on the one DOWC warranty I was sold. I called DOWC, I do not have any engine or transmission coverage to make matters worse. I told DOWC I wanted to cancel the warranty. They said I had to go to Brooklyn VolksWagen to do so. I have been to Brooklyn VolksWagen twice already once in January and another time in March. Both times I was told by the manager that Brooklyn VolksWagen was bought by someone, and they are no longer responsible for any previous transactions. The second time I was there they called the police on me because I would not leave after they told me theres nothing they can do for me. The police told me I should contact the Better Business Bureau so this is me reaching out. I really hope to receive some assistance because I honestly dont know how to proceed at this point. Thank you so much for your time. I know it was a long message. Thanks,***********************

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Brooklyn Volkswagen appears to be a reputable dealership but its not. On 10/7/23, I contacted them in regards to a vehicle I saw online. I spoke to their sale rep ******** discussing the vehicle I am interested in and going about want to see the vehicle. Nafessa reported she cant guarantee that it will be there when I come however if I put a $500 hold it will prevent anyone else from viewing or purchasing the vehicle. On 10/9, ******* contacted via text inquiring about when will I be able to come to the dealership to see it. I informed her due to my busy schedule I wont be able to give her a time frame right then and there but I was trying to figure out when I can come in. On 10/18, I contacted her informing her that I wanted a refund as I am no longer interested. She replied back and said okay. On 10/19, I asked her when will my refund be process and on 10/21 she responded back and states I will have them process it Monday the vehicle still available if you can make it in next week. I informed her no I wont be able to make it in, I just want my refund. On 11/1/23, I contacted her about my refund and she requested that I send a copy of my card or call her with the information. I contacted her on 11/8 and 11/14 in regards to providing her my card info. On 11/22 I contacted her again about my refund and she said it takes 3-5 business days for it to return back to my card. I called every week since then and nothing has been done. On 12/15, a sales rep name ****** said she will help me and give this information to a sales manager. Still nothing. I called back on 12/20 spoke to another sales rep name ******* who told me to email her everything including receipt and my statement. I called back on 12/29 ask to be transferred to ******* who then tells me there is nothing she can do, she foward my email to a sales manager and to call back on 1/2 because 1/1/24 they will be close. I have been calling since 1/2 and nobody has gotten to back to me. I want my money back!!!

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklyn Volkswagen regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:11/06/2023

  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.

  The issue began when I contacted the Brooklyn Volkswagen ************** at *************, to request a replacement key. During my first call, I was told that my order had been placed and that I would be called when the key arrived. After 2 weeks, I called to see the status and was informed that the order had never been processed over the phone and that I needed to visit in person to order. I came to the dealership in person and provided all the documents. A week later, I received a call notifying me that the key had arrived and instructing me to visit the dealership to have it cut and programmed. I called ahead to confirm and was told that the key could not be located. I was later called once the key was found, came to service, and after an hour of waiting informed that their systems were down. I found the unprogrammed key in my cupholder. I brought it back to the service desk and spoke to *****. It was revealed that the wrong key had been ordered. ***** consulted the techs and said I could have the incorrect key programmed with remote start for $375, or I could order the correct, identical key as my original for $425. On 10/18/23, my husband called and once again they couldn't locate the key. Later, after the key was cut and programmed, we noticed that it lacked the remote start function. My husband discussed this issue with *******, who confirmed that the key couldn't be programmed to include remotestart. As a result, they will be reordering the correct key, with cost nearly $500, and have asked for $100 deposit. Today Carfax indicated that a service record had been added to my VIN#. This record shows my car was serviced at Brooklyn Volkswagen with ****** miles odometer. This is inaccurate as my car currently has 79K miles and was not serviced at that time. The only action taken was the programming of a new key. I've attempted to contact them four times to address this issue, but I've yet to receive any callbacks.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Brooklyn Volkswagen has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The week of 9/8/23 we test-drove a car at Brooklyn Volkswagen. The sales person was very unprofessional, answering questions about the warranty with 'don't worry about that', and replies of that nature.We negotiated the lease terms over text message, which were the prices advertised on the website: $4995 down and $329/month. I asked if we could pay exactly that, with no extra fees other than taxes and dmv fees, and they agreed, so we went down the following day 9/8/23 after work.When we arrived they made us wait for over an hour while they 'worked out our financing' despite the fact I had made an appointment and we had agreed to terms over the phone. The man helping us was wearing a baseball cap that said "**** ***".After a long wait, they told us that they needed to charge us an extra fee for 'acquisition', and that they could not honor the terms of our agreement before coming in. My partner and I wanted the car, and we decided to accept this and move forward so we could leave.After a hard credit check, and over another hour in the dealer, they charged our credit card but then said they could not give us the car because it was only charged to 30% (it is an electric car) and that there are laws in ** that say electric cars need to be charged to 80%. They also told us over the phone that they had the model we wanted in the color we wanted, and they actually did not. Color is not that important, so we accepted this.We were very upset, having wasted a long evening and being lied to and paying more than we negotiated, but we agreed to come back the following day and pick up the car, because we needed a new car and wanted to be done.They called me in the morning for the insurance information and to assure me that the car would be charged. When my partner arrived to pick up the car they drove it out of the lot and it was charged to... 35%. The attendant asked for a Tip.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2019 *** 430I from Brooklyn Volkswagen on 5/23/2023. The dealership charged me $525 to process the registration of the vehicle in ***** where I live. It is now 8/11/2023 and I have not received the registration or license plates. ********************** VW continues to tell me they have submitted paperwork and they are waiting for and answer from my local ** registrar (Tarrant County ********************** **). The Tarrant County Assessors (**) Office has told me they have never received any registration paperwork from Brooklyn Volkswagen.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  07/21/2023 I went to Brooklyn Volswagen to purchase to Infinti QX55 2023 they took my down payment had the car detailed before driving off Iasked where's the second set of keys now I'm being told they don't have the second set of keys. so I told them to to give me my money back and take the car back **** told go to the Infinti dealer purchase a key and they'll reimburse me I told them no take the car back and give me my money, so the manager ***** gave me a iow promise letter saying he will get the and have it ***** to me haven't recieved nothing. I call i'm being told he will call me back no response from him. I keep calling I'm being told he's not here I keep calling no respnones I'm very upset it took me almost 3 hours to drive there I'm from Ct. what can I do. Help me

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  6/24/2023 I purchased a vehicle from Brooklyn VolksWagen. I came from ******** ** and it was a 5 and a half hour drive. As I was driving the vehicle back there was shaking coming from the front end of the car. There was also multiple other issues with the vehicle like featured options that were not working and also a broke bracket on the vehicle display screen. I was told by my sales rep ***** to bring the vehicle to my local dealership to diagnose the issue. I brought the vehicle in for diagnostics on 6/29/23. The diagnostic came back with needing to replace the front control arms because one was leaking, the bracket on the display screen needed to be replaced and also the heads up display needed to be repaired, and also there was a bulge in the tire which would need to be replaced. All totaling over ***** in repairs. Of which wouldnt pass a *** inspection but some how it did. I brought these issues up to the dealership and they said its common for other dealerships to tell you there are more things wrong with your car then what really is wrong. Then I spoke to the general manager ******* and he assured me that they would pay for the repairs and make things right. Since then there have been no other solutions then bringing the car back which isnt safe under the condition of the issues. Then they told me someone would come out to pick the car up and drive it back. I told them I didnt want anyone driving the vehicle with those issues especially that distance. They told me then there is nothing else they can do. I want the vehicle fixed by Audi like I was told could happen. They dont want to pay for the repairs but it isnt my fault they didnt properly inspect the vehicle. Now its my problem because I have the vehicle. I want to vehicle repaired but the manufacturer like I was told

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/9/23 I worked via phone with ****** and decided to purchase a 2020 VW Tiguan w/all options I was looking for and w/10 months still under warranty. I applied for financing and the dealership initiated SEVEN hard inquiries on my credit. I was approved, thankfully, since the dealership just tanked my credit score with the excessive inquiries. ****** informed me that the title for the car was still being processed and had not been recieved yet. She stated that I could put a deposit down on the car and they would contact me when the title was received. I checked in on 5/17, and the title was not yet in.The dealership called me on 5/23 to tell me the title was available. I made an appointment to pick up the car for 6/3/23.On 5/31 I checked in w/***** to make sure my car would be ready to drive off the lot on 6/3. In response I was told the car was sold.The dealership manager ****** stated that they would work w/me to give me "an impossible deal" to make up for the situation.I called on 6/2 and was told that I would need to come in person to the dealership (a 2.5 hour drive) in order for then to be able to offer me the best deal. I pushed back, informed them that I had looked through the entire online inventory, and that there were only a handful of cars I was remotely interested in ONLY IF they were able to come down significantly in price (the price I was going to pay for the 2020 Tiguan). I asked if someone with the authority to authorize a price decrease would be able to call. Again, I was told I have to come in and the manager who could authorize that, *****, could only talk to me in person. They are willing to give back my deposit (now that they have tanked my credit score), or have me come in. I just want a phone call w/someone who has authority to sanction a deal that I know I want before I waste an entire day on top of everything else this dealership has put me through (some details needed to be left out due to allowed characters).

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Brooklyn Volkswagen regarding complaint ID ********. I reached out to them, and the issue was not resolved. They repeatedly told me I would have to come into the dealership to get the best deal. They basically promised me a car w/the deposit I put down, and then sold the car, then told me I had to come in so they could make it right. Eventually after a lot of complaining and stating I was not coming in, I was offered $500 off of another car. Rediculous. The car I put a deposit on was thousands of dollars below book value and now I doubt if it was ever really there or just a scam to get me to put down a deposit so I would go in to sell me another car. I told them to give me my deposit back and that took weeks as well as several follow-up phone calls. Now I have to wait for my credit to recover from the 7 inquiries they put on my credit report before I get another car...I mean, I can get one now but my interest rate will be higher (in an already high-interest market). They were completely unprofessional throughout the entire process.
  
  Sincerely,
  
  *******************