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:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date work was completed was 9/13/24. We picked up my wife's car from Volkswagen of Orchard Park on 9/14/24. $1,518.40 for 4 new tires and alignment. The issue is that the technician caused damage to all 4 of the wheels when mounting the new tires. The wheels were custom powdercoated in a satin black finish approx. 5 years ago. They completely scratched the outer lip of all 4 rims, and dinged a chip out of one of them down to the alloy. We have had 2 previous sets of new tires put on this car since the powdercoating was done, at 2 different shops, and never had an issue. When we picked it up, one of the service writers came out and looked at the damage, as well as one of the technicians. They both saw the damage with their own eyes. I also have pictures of the damage. The service writer gave me the card of the service manager, and I contacted him the following monday 9/16/24. He advised me to contact the Sales Manager, which I did. He suggested we bring the car back to have them attempt to detail the wheels. We did so, and they could not repair the damage. We took the car to the shop that originally did the powdercoating and he said they could not simply be repaired, they would need to be completely redone. The cost of that service is $1,179.13. I sent the quote to the sales manager, to which he replied that he could pay $540 towards it. He said that "we won't pay more since we can get it done cheaper." I have emails back and forth with him saved as well. My wife and I should not have to pay a single penny to repair damage that this dealership caused to her car. We also should be able to get the identical service done with the car so the finish on the wheels is exactly as it was when it went to this dealership. Which is $1,179.13. Not $540. I want to have this rectified and hope you can help. Thank you.

  

  Business Response

  Date: 09/23/2024

  As a good will gesture towards the customer we offered to pay $540.00 which is what we were quoted to have all four wheels redone.

  Customer Answer

  Date: 09/24/2024

  My response is: "We want to have the same exact finish on the wheels as they were when the car was brought into the shop. We should be able to have the identical finish redone on the wheels as if the damage never happened. Since we had no part in the damaging of the wheels, we need to have them redone by the same company. That company quoted us $1,179.13. The $540 repair the manager is suggesting, is by a company that VW of Orchard Park has never used, and would not disclose the name of the company, as he stated on the phone to me."

  

  Business Response

  Date: 10/02/2024

  The damage that is shown in the picture to the face of the wheel is not consistent with damage that would be caused by a tire machine. We are working with the customer to try and resolve this. 

  

  Business Response

  Date: 10/03/2024

  BBB spoke to the GM at the business and the following was relayed:  We're not accepting responsibility for damaging the wheels.  However, as a good faith effort of resolution, I'm offering $100 per wheel to the customer, for a total of $400.  The first offer I made to the customer was $100 per wheel and a $500 Friends and family discount.  Then I made two attempts to offer $540 to have them repaired- but all of my previous offers have been rejected.  This offer of $400 is our best and final offer, and is valid until 10-4-2024 at 5:00pm.    Thank you.

  Customer Answer

  Date: 10/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As if I would accept a LOWER offer. Lol. This company is a joke. I will never be purchasing another VW from VW of Orchard Park. I will be taking my business to ********* *********** It's a shame that you damage my wifes $40,000+ car, that she bought FROM YOUR dealer, and you won't make this right. I will make sure every one of my ** owning friends and family knows that this dealer is garbage. I will be taking this matter to ** ** ***** ******* and complaining about the way this matter was handled. To go and lie that you didn't damage the wheels, after you pretty much accepted the fact that you did, is disgusting. Good day. 
  
  
  
  Regards,
  
  ****** *******