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:04/09/2025

  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 12/11/2023 EAST HILLS VOLKSWAGON OF SAYVILLE informed me that my transmission needed to be replaced on my 2015 JETTA VW HYBRID.I was a regular customer from then till recently. After scanning the codes on my car computer and car driving troubles, this was their diagnoses. I was told that the previous owner of my car had purchased the extended drivetrain warranty, and all parts and labor were covered, and they were ordering a BRAND NEW TRANSMISSION, and receiving help from ********** OF AMERICA and ********** GERMANY. On 03/31/2015 my cars engine light and Hybrid light came on my dashboard and my car was driving eratticaly, which l know from experience now that was the transmission again. After bringing my car to EAST HILLS VOLKSWAGON OF SAYVILLE again to address this issue, I was informed that after reading the codes, contacting ********** OF AMERICA helpline, and the way my car was acting, I again needed a brand new transmission, at my cost of $10,881.40 plus tax, and that there are none available in the country at this time anyway. I cannot believe a BRAND NEW TRANSMISSION would last only 15 months, and they only warranty it for 12 months. They did not offer any understanding of my troubles, an apology or even any type of help. I asked to speak to the owner or general manager about this. After finally speaking to the general manager he did not seem to care much about my problem, and basically stated there was nothing that could be done, and even charged me a diagnostic charge to add insult to injury. I have much more information to disclose if someone can call me or this complaint will be adressed, which I hope it will. I would like to be reimbursed for any work done from the day they supposedly installed the new transmission, until it broke again since I truly do not believe they installed a brand new transmission.Thank you

  Business Response

  Date: 04/09/2025

   

  Dear BBB,

   

  Thank you for giving me the opportunity to respond to this complaint.

  As we wrote in a reply to a review posted on Yelp, the customer's vehicle's transmission was replaced under Volkswagens factory extension of the previous owner's warranty, which increased the coverage to ******* miles of protection.  The customer's ************************* Jetta Hybrid has ******* miles on it, its been longer than 15 months since the transmission was replaced, and the factory is refusing to cover the cost of a second transmission replacement since the current issue is beyond the 12 months of coverage from the first transmission replacement.  The transmission was replaced with factory parts from Volkswagen. 

  
  We understand the customer is frustrated.  Nothing we did caused his transmission to fail.  We reject his claim of $5,000.
  
  Sincerely,
  
  **** ******
  ***** ********* *******
  **** ***** **** *****
  **************************************************************************************

   

   

   

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was told by Easter Hills Volkswagen that a whole brand new transmission was being put into my car,not justvparts to fix it. According to my personal East Hills Volkswagen Carfax report bill and invoice the transmission was replaced on 12/11/23 and my car was left at this dealership on 03/31/25 to try to be fixed.I already knew it was the transmission since I have my own code scanner and from the slipping of the gears in the **************** many months does that add up to,I guess 15 months and 20 days. Regardless,a BRAND NEW TRANSMISSION like I was told was put in,should definitely last a lot more than that amount of time. It was inspected twice in December of 2024 and 2025,and nothing was caught by your mechanics? It was brought in not too long ago for a leak in the front engine/ transmission area and I was told it was cleaned up and didn't seem to be leaking anymore after checking again not far after. I was never fully assured what is was actually leaking? Was it transmission fluid,engine oil, Mechatronics fluid? I totally believe that neglect on this dealership is what caused this supposed BRAND NEW TRANSMISSION to fail. I called VOLKSWAGEN AMERICAN helpline to address this issue,and they couldn't even find me in the system until I gave them the cats Vin number. I asked for proof that a brand new transmission was supplied to EAST HILLS VOLKSWAGEN and put in my car and was told they have no record of that and supposedly don't keep records? Something is not adding up here,and I feel I am being lied too. I would like proof that a brand new transmission was being put in my car exactly like I was told. I was not even offered any help to remove my car from your dealership when I arrived to try to take it home. It barely moved until I moved the gears into lower gears,and was uncertain to drive,so I drove it to a really close dealership to use as a trade in. All I received was scrap money for it,since it was completely destroyed. You make the mileage seem a lot too? I had an a ACURA that was up to 289k miles when the s cond transmission started to go,when the first was replaced at about 120k miles. I totally feel that if this was a brand new transmission and serviced and inspected correctly and honestly,I would not be in this position 

  ****** ********
  
  
  
  
   
  

• Initial Complaint

  Date:02/27/2023

  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 December 4th 2022, I left my vehicle in the hands of the delaership for a service action. They couldnt resolve my issue but I recieved my car back with a dented front bumper. The delaership accepted no responsibility, only provided excuses. On February 17th, I dropped the vehicle off for a door handle repair. I made a point to look the vehicle over on all sides, top to down, side to side, corner to corner. And the only damage was the bumper. On February 23rd I get a call stating the vehicle was ready. Before stepping inside to accept the vehicle, I took a look at the var. The door handle job was done to expectations. However all sides of the vehicle had deep scratches and damage. The scratches breached the paint protection film, to which ive read estimates costing between $600-$8000 alone to do, and the color of the pain is difficult to match. The door handle that was getting repaired made multiple trips to a paint shop to have the color matched. The vehicle is limited production because of the paint color to only 700 for the whole country. The damages done to my vehicle are extremely expensive, and all the dealership had to offer was their detailer buffing out the damages which doesnt even begin to compensate or rectify the damages. They claimed the vehicle sat on a lift which I think is bogus because this was a door handle repair and I dont know why it was sitting on a lift. I have app notifications showing lots of activity on the vehicle from locking, unlocking, window left open (including the drivers side to which they claim they did not touch) and starting the vehicle. I am merely seeking this issue be rectified. I also want the cost of the repair job refunded and waived as my car is in worse condition than when I handed it to them meanwhile they were responsible for the care of my vehicle in their hands and stored at their facility.

  Customer Answer

  Date: 03/23/2023

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

  Business Response

  Date: 04/21/2023

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to address **************** complaint. 
  
  We are sorry he is upset.  However, we did nothing wrong.  We did not cause the damage he is claiming.  At one point, and with respect to **************** relationship with us, we offered to detail and buff out the scratches, but it is clear ************** thinks, incorrectly, we accepted responsibility for the damage.
  
  
  It is true the paint shop had to re-paint the door handle as the paint on the first repair was not a perfect match.  As ************** states, the handle was returned to his expectations.
  
  
  During a recent visit from **************, we told him we were not responsible for the damage, and he called the police.  ********** did nothing for ***************  While we have tried to satisfy ************** and we even went so far as to detail his vehicles areas in question, we conclude his requests are unreasonable, given we had nothing to do with the damage he claims.  As we will be unable to satisfy him, we have invited him to service his vehicle elsewhere. 
  
  Sincerely,
  
  *********************
  Chief Marketing Officer
  East Hills Auto Group
  ******************************************

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My vehicle still has damage sustained that was not there prior to dropping off the vehicle. I also notice a severe inconsistency between what was told to me in handling my vehicle and what was told to the police in the report which leads me to believe there is foul play. I gave them the benefit of the doubt when I noticed damage from a prior visit, but now I have damage from a second visit which tells me there is a trend. The vehicle is around technicians in an active vehicle shop who carry sharp, and heavy tools and equipment. I also have screenshots of my vehicles app showing high amounts of activity with my car which also does not add up with the dealerships claims and what they have relayed to me. I also find it appalling, that I have given a 3 day notice prior to, and actually went through escorting police onto the property to get a report, and alluded to small claims court over this matter and I still have not spoken to a manager over it. The police in fact have spoken to a manager before I have. The only thing I have learned from the dealership is they CANNOT prove they did not cause the damage beyond attempts to shift blame or play innocent and tell inconsistent stories. 

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