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:05/03/2024

  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.

  The dealership has been unresponsive. I bought an ID 4 (new) in January 2023. We were told at the time of the sale that the vehicle would be eligible for the tax rebates for e-vehicles. We submitted our taxes through our tax professional and didn't get the rebate. We didn't use the rebate as a down payment, and we make less than the income cap. Part of the reason we bought the car was because of the rebate. I have tried to reach the dealership numerous times and get no response. I talked to corporate, but the dealership is the group that should have filed the paperwork with the government regarding the sale.

  Business Response

  Date: 05/13/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau’s communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We are currently researching the customer’s complaint and are working diligently towards a resolution; we require additional time to conduct a thorough investigation in order to provide a comprehensive response that meets both our commitment to customer satisfaction and the high standards set by the Better Business Bureau. We believe that by requesting this extension, we can provide a more detailed and well-considered response that will address all aspects of the complaint comprehensively. Therefore, we kindly request that you grant us an extension of seven additional business days, allowing us until 5/20/2024 to submit our response to the customer's complaint.
  
  Thank you for your attention to this matter, and we look forward to working collaboratively with the Better Business Bureau to address and resolve this complaint effectively.

  Business Response

  Date: 05/17/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We sincerely apologize for the inconvenience. We are currently in contact with representatives from Volkswagen corporate office to resolve the issue regarding taxes. Again, we sincerely apologize for the inconvenience and appreciate your patience as we work to resolve this issue.
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  Date:05/01/2024

  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 called the business today to get the status on my refund and the business has not filed a refund or had tried to contact me about my refund. When I called customer service, the lady helping had no record of my refund. When I went to pick up the car last Saturday, my salesperson refused to give me a pending receipt or prove that she was going to file for a refund. The integrity of the vehicle was horrible and she lied about it so I would like my refund as soon as possible.

  Business Response

  Date: 05/03/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the inconvenience. The refund process started on 5/1/2024 and payment will be returned this month.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  Date:03/25/2024

  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.

  Hello, we bought a brand new VW Tiguan from *********** VW in June 2022. Within weeks we brought the car in due to ticking noises and oil loss several times. We were told there were no issues and sent on our way each time.
  In November 2023, a crack developed on the inside of the windshield but they told us it was not covered under warranty. We got VW Customer Care involved and VW eventually agreed to fix the windshield under the warranty.
  Ironically, right before we brought the car in for the windshield, all of the oil depleted from the engine. We brought them the car on 01/08/24. While they were reportedly fixing the windshield they said they determined our car would need a new part. They have had our car since and they report their is no ETA for part arrival.
  At this point we have been without our vehicle for 77 days. We are paying monthly car and insurance payments but do not have the vehicle. We are told there is no known time for repair. We have been attempting to gain assistance or insight or compensation without success. We have also been told that NOW we are out of the warranty coverage even though we brought the car in several times prior to its expiration.
  We are hoping third party involvement will assure the company is doing what they should be doing and to make us whole again. I appreciate any help or advice you can offer myself and our family.
  Thanks you,
  ********* *******

  Business Response

  Date: 03/26/2024

  Hello,
  
  Volkswagen of *********** appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We deeply regret the inconvenience caused by the delay in repairing your vehicle. At the time, we did not have an estimate of when the part would be available and we apologize for not informing you about it. As of March 26, 2024, we have received an estimated arrival date for the part, which is April 5, 2024. Once the part is received, we will complete the necessary repairs and vehicle inspection to ensure everything is working properly and all your concerns are addressed.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  Volkswagen of ***********
  Customer Service Department

  Customer Answer

  Date: 04/16/2024

  Good morning, I was hoping to request additional assistance on my filing  ID # ********- Volkswagen of Streetsboro. 
  
  
  The company informed the BBB through my complaint a new ETA for the part we have been waiting for. We have been waiting three months and they reported a new ETA was 04/05/24. I finally got someone on the phone over there and now they said they never reported an ETA of 04/05/24. They are now reporting a new ETA of 05/05/24. Unfortunately due to the ongoing issues of misinformation with the company I do not believe they are being honest and forthcoming. 
  Is there any other assistance the BBB can offer me? I am uncomfortable with this company and their trustworthiness in the vehicle I drive my family in. I worry they are not being honest with the reason they are withholding our car. Any assistance would be greatly appreciated. 
  
  
  Thank you for your time,
  ********* *******
  ************

  Business Response

  Date: 04/23/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused. Please note that the estimated arrival of the parts for your car was originally scheduled for 4/5/2024. However, due to Volkswagen's internal parts production and waitlist, the delivery has been delayed to 5/5/2024.
  
  We assure you that we are not intentionally causing any delays and will notify you as soon as we are able to perform the necessary service repairs. Unfortunately, there is a national parts shortage across the board and we understand the customer’s frustration regarding this issue. We would like to repair every vehicle as quickly as possible, but our dealership can only control so much when waiting on back-ordered part availability.  
  
  If you are still not satisfied, you can contact VW Care at *************** or transfer your vehicle to another dealership that you are more comfortable with.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at *************
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 04/24/2024

   I am rejecting this response because:

  Hello, I value this interaction
  with the BBB greatly as this appears to the be source of our current communication
  with the dealership.
  As valued customers we are
  struggling to obtain updated and correct information with this dealership. After
  months of “no ETA” we finally got an update when utilizing the BBB. We received
  a written notification of an updated arrival of 04/05/24. Once 04/05/24
  arrived, I waited over a week for an update from the dealership about the service
  being completed. Once a week went by with no updates, I attempted to call the dealership.
  After several attempts I was informed the part was not in and “they do not know
  who told us that date”. They then gave us the new update of 05/05/24. This is
  our 4th or 5th update that was incorrect so you can imagine
  my frustration and skepticism when I was informed, I was again incorrectly
  updated. This caused me to get the BBB involved again.
  Please be aware I have
  contacted VW Care on several occasions but was informed they cannot assist with
  this issue and the dealership is our only source of updates.
  I understand that my frustration
  may seem meaningless to some, but my true frustration comes from the lack of
  respect and communication. Please know I am merely advocating for myself and my
  family in a system where we feel undervalued and are being treated as an
  annoyance while not having our family vehicle for almost FOUR MONTHS.
  
  Moving forward, we would
  like to request a commitment that we can be updated in the future by the
  dealership directly. Can we be notified when the part comes in? Can we be notified
  if it is delayed again? And once the part arrives, how long should we expect
  the repair to take? I truly value clear, honest, and ongoing communication in
  any form from the dealership and would greatly appreciate direct updates when
  they occur. If the dealership does not wish to contact us via phone, an email
  or text would suffice.
  Thank you for taking the
  time to assist in this ongoing issue,
  ********* ******* 
  
  
  

  
  

  Business Response

  Date: 05/03/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and consideration as we work to resolve this matter. Due to parts shortages, the vehicle repair has taken longer than anticipated, and we sincerely apologize for it. Our service advisor has since been in contact with the customer to provide the status of their vehicle and further explain the shortage issue.

  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  
  
  The service department called to update us and provided another delayed ETA. We are pursing the buy back option due to this ongoing issue. 

• Initial Complaint

  Date:02/12/2024

  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.

  To Whom It May Concern,
  
  I am compelled to file this complaint against Volkswagen of Streetsboro due to significant misrepresentations at the point of sale and concerning issues with an extended warranty for my 2019 Volkswagen Golf R purchased on January 19, 2023.
  
  Vehicle Condition Misrepresentation
  
  Despite the long 4-hour journey made based on their assurance and upon purchasing the vehicle, assured by the staff that it was in "mint condition," I discovered a damaged driver's side air vent only after driving 100 miles home. In calling the sales rep on my return drive, I was told that the general manager, *****, through sales representative ******** *****, refused any form of rectification. This not only resulted in a breach of trust but also additional expenses on my part to resolve the issue independently.
  
  Extended Warranty Miscommunication
  
  The Platinum extended warranty, sold to me for $2,270 by Finance Manager ********* *******, with the understanding it provided an additional 48 months/85,000 miles coverage, was later contested by the dealership as efforts to utilize this warranty revealed it was not recognized in the VW system. This led to a perplexing situation where I was shown a dubious document suggesting a coverage period redundant to the manufacturer's warranty (6 months left at time of purchase), rather than an extended warranty, which I clearly thought I had purchased. This document, an image in a PDF rather than the original, alongside learning of the subsequent dismissal of finance manager Ms. ******* a few weeks after my purchase, raises serious ethical questions and concerns.
  
  Resolution Sought:
  
  1. Preferably, honor the originally understood terms of the 4 years/85,000 miles extended warranty.
  2. Alternatively, issue a full refund of the $2,270 warranty cost due to the misrepresented terms.
  
  Given the gravity of this situation and the time already elapsed, I urge Volkswagen of Streetsboro to address this matter expediently and justly.

  Business Response

  Date: 02/19/2024

  Hello,

  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and patience as we work to resolve this matter. Based on the information provided by the customer, it appears that there is a concern with the vehicle warranty and coverage provided. If the customer is willing to provide further clarification and supporting documentation, we will be happy to investigate and try to resolve any discrepancies related to the vehicle service contract.
  
  The customer may contact our legal department by emailing the documents to ********************************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 02/21/2024

   I am rejecting this response because:
  
  
  Thank you for your prompt response to my complaint filed through the Better Business Bureau regarding the misrepresentation of vehicle condition and the extended warranty issues with my 2019 Volkswagen Golf R. I am encouraged by Volkswagen of Streetsboro’s commitment to exemplary customer service and appreciate the opportunity to resolve this matter. 

  I'm seeking clarification on the additional information you require from me, considering all relevant sales documents were digitally signed and should be within your records, specifically those processed on Ms. *******'s iPad. Additionally, the document in question, which I received from your service department, has already been submitted with this case. I've outlined the key individuals involved, their respective roles at the time, and clearly stated the resolution I am seeking. Could you specify what further details are needed for you to proceed?

  Additionally, I've included a screenshot and link* to the ****** Review I submitted, following the advice to contact customer service at the number provided. Despite leaving a message, I've received no response. It seems every attempt at resolution results in further deflection, including this latest request for information already possessed by Volkswagen of Streetsboro. This experience leaves me questioning the genuineness of the dealership's professed commitment to "exemplary support."

  * ***************************

  Business Response

  Date: 02/29/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate the time and attention you have given to this matter. We have reached out to the customer and reached a mutually agreeable resolution. We are preparing the paperwork and committed to reaching a resolution that satisfies all parties involved.
  
  Should the customer have any additional questions or concerns, please contact our legal department at *******************************.
  
  Best Regards,
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  
  
  I have communicated directly with VW Streetsboro legal team and have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in resolving this matter.

• Initial Complaint

  Date:02/04/2024

  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 2022 VW TAOS IS A ******, EVERY MORNING THE COMPUTER SYSTEM HAS TO BE RESET. I WORK ABOUT 25 TO 35 MILES FROM MY JOB BY THE **** I GET TO WORK IT MAY COME UP, UN LESS I WANT TO START MY VEHICLE FROM 6AM FOR ME TO LEAVE HOME AT 7:30 NOW I HAVE WARNING LIGHT GOING ON AND OFF, START STOP BUTTON WILL NOT TOUCH ERROR COME US AND THE WINTER IS THE ***** THIS IS MY SECOND COMPLANT MY NEXT ACTION IS AN ATTORNEY!!

  Business Response

  Date: 02/07/2024

  Hello,
  
  Volkswagen of Streetsboro customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused. As per our records, we have not seen this vehicle in our service department since December 22nd, 2022, when it was brought in for regular maintenance. We have not been contacted regarding the issues the customer has addressed in the complaint. To resolve this issue, we would like to schedule a service appointment with the customer to diagnose the problem and come up with a fair solution for any necessary repair work.
  
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  **************** Department

  Customer Answer

  Date: 02/09/2024

   I am rejecting this response because: My problem is not with the business I broth my vehicle from it's with Volkswagen, the computer system on my vehicle is bad and I have to reset it every day. The start stop feature short out and the error light come on, am having electrical problem, and on any given day something new pop up. I haven taken my vehicle to other VW dealers and they say nothing wrong. But Volkswagen knows on there 2022 vehicle there problems, engines stall out for no reason, and when I take it to Volkswagen am told nothing wrong. Now I see there a recall for the same thing I've been saying for over a year and half. I would like to get rid of this car and go back to **** but I want my money back!
  
  
  

  Business Response

  Date: 02/23/2024

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for the inconvenience that this experience has caused. We would like to assist the customer with their vehicle concerns. Unfortunately, our service manager has been unable to make contact with them. We will continue to make efforts to reach out to the customer and discuss the service options available.
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  Volkswagen of Streetsboro
  **************** Department

• Initial Complaint

  Date:12/20/2023

  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.

  Dealership had horrible communication with me throughout the process of purchasing my new vehicle. Never was in contact with the Finance team to provide me with details of next steps. Always needed to have been contacting them or trying to find out on my own terms what was needed, how to do process, or how to exchange vehicles. Dealership took my exchange vehicle, received title, but never paid off debt on vehicle and almost went to my credit on the last day to payoff vehicle. My problem is that the payoff amount by the dealership was lower that what it was quoted to me and the difference was credit to my loan. There's no one at dealership that can help with problem as I always was transferred in circles and service reps hung up my call. The problem is that I'm owed $767 from difference of payoff amount and $140 of late fees because dealership took two months to process deal. The salesperson, Ronnie, has been helpful in this whole mess and has provided me with some communication. However, las promise was to contact me and follow up with refund and haven't heard from him in a month after trying to contact him.

  Business Response

  Date: 12/22/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's
  communication in helping us resolve any customer service issues. We regard
  customer service as the focal point of our business and are committed
  to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience and frustrations in the
  process. At this time, our accounting records do not indicate any late payments
  or additional fees that were charged in this transaction. We are willing to
  review any documentation the customer can submit to verify the late payment or
  additional charges.
  
  Should the customer have any additional questions or concerns,
  please contact our Deputy General
  Counsel at ******************************** who can assist in the matter further.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 12/23/2023

   I am rejecting this response because:
  Please take ownership of problem and don’t keep send me around in circles. Please review contract of purchase. Quoted payoff to Audi amount on contract is $32,254. Actual payoff to Audi $31,487. Total of $767 added to my loan and not as a credit to me. Additional fees incurred for not paying Audi balance two time with a total of $140. Please review contract and contact Audi to figure out the total fees paid and the actual payoff balance. You’re responsible to make sure everything is paid back to customer. I have already done most of the work to get my vehicle. Please take responsibility of your own business
  
  

  Business Response

  Date: 01/05/2024

  [1:56 PM] ******* *****
  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We have reached an amicable resolution and have issued a  check to the customer. Our records show payment was received today on 1/5/2024 via UPS tracking #******************. We sincerely apologize for the inconvenience and appreciate your patience in this matter.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 01/08/2024

  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.

• Initial Complaint

  Date:11/06/2023

  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.

  Two days ago (11/04/2023) I went to Volkswagen of Streetsboro to purchase a vehicle. The car was listed at just under $13,000 before the trade in, after it was just under $12,000. Taxes, fees and registration totaled $988, but somehow the total was above $15,000. I asked ****** (the sales associate) why they price went up so high because my preapproval includes the total with taxes fees, etc., and the dealer fee for paperwork is $299... So, I need to understand how the price hiked up so much. I asked her and she said she would ask her manager which made no sense if she was looking at the breakdown. She then brought out a breakdown that explained the price increased to $15,000, they added gap insurance and an extended warranty($2500), neither of which were offered or discussed. I asked why that is included in the price breakdown, she said that "the bank offers it to us, to offer to client's", I very clearly stated I don't want either of those they need to be removed and it’s not "offering" if you just include it in the pricing without the client being aware until after asking. She said "ok". Yesterday evening I looked over the loan documents and they only removed GAP Insurance and they reduced my trade in offer from $1,5000 to $1,100. I was very clear about not including a warranty, not to mention the sales associate confirmed I was very clear that I didn't want the warranty either. There was very clear misrepresentation. They need to make this right and cancel that $2,500 warranty I clearly expressed I didn't want!

  Business Response

  Date: 11/17/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business
  Bureau’s communication in helping us resolve any customer service issues. We
  regard customer service as the focal point of our business and are committed to
  maintaining exemplary support and service for our customers.
  
  At this time, we are refunding the warranty to the
  lienholder. We apologize for any inconvenience this may have caused.
  
  We believe all customer issues have been resolved. Should
  the customer have any additional questions or concerns, please contact our
  Customer Service department at ************.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  Date:09/08/2023

  Type:Product 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 7-19-23 I dropped off a car for service under warranty. They had the car for about 3.5 weeks to complete the repairs. There is no issue there. When we got the car back the alignment was way out. They said they didnt do it and then Service writere *** said after talking to the tech it was discovered they had to losen it to make the repairs. Again, Fine. I told *** the car needs aligned and i wasnt paying for their error. He agreed and I dropped it off on 8-31-23. They had the car a few days and said they completed the alignment and it was straight as an arrow. The steering wheel was way off and when i complained about it, they said they told me i have **** dollars worth of control arms bad so they couldnt align it right and that i declined services twice when i was never told once until i picked it up and complained. I dont beleive they did the alignment and if they did it was not done right. I brought the car to the shop I work at to check for these so called saftey issues and not one part was bad. At that point I took it to vans tire and let them do a proper alignment as an independent party and they said the alignment was way out and that there was nothing wrong with any of the suspension parts claimed to be bad buy volkswagen. I want volkswagen to pay for the repair i had to have done to correct my car after they claim to have fixed it. Documents for repair from vans can be provided upon request.

  Business Response

  Date: 09/19/2023

  Volkswagen of Streetsboro appreciates the Better Business Bureaus communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  Upon review of the repair orders, it appears that we did attempt to align the wheel after service was completed. The repairs were all covered by the  warranty; we are willing to work with the customer provided they provided the receipts for costs incurred. We want to resolve this matter to the customers satisfaction and look forward to hearing from them.
  
  At this time, we believe all customer concerns have been addressed. Should the customer have any additional questions or concerns,please contact our *************************** at ************.
  
  Best *********************************************************************

  Customer Answer

  Date: 10/10/2023

  No one that spoke english answer and no one ever helped or provided a refund

  Business Response

  Date: 10/23/2023

  Hello, 

  
  Volkswagen of Streetsboro appreciates the Better Business Bureau’s
  communication in helping us resolve any customer service issues. We regard
  customer service as the focal point of our business and are committed to
  maintaining exemplary support and service for our customers.

  
  We
  are currently researching the customer’s complaint and are working
  diligently towards a resolution; we require additional time to conduct a
  thorough investigation in order to provide a comprehensive response that meets
  both our commitment to customer satisfaction and the high standards set by the
  Better Business Bureau. We believe that by requesting this extension, we can
  provide a more detailed and well-considered response that will address all
  aspects of the complaint comprehensively. Therefore, we kindly request that you
  grant us an extension of seven additional business days, allowing us until 10/30/2023 to submit our response
  to the customer's complaint.

  
  Thank
  you for your attention to this matter, and we look forward to working collaboratively
  with the Better Business Bureau to address and resolve this complaint
  effectively.
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Business Response

  Date: 10/31/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business
  Bureau’s communication in helping us resolve any customer service issues. We
  regard customer service as the focal point of our business and are committed to
  maintaining exemplary support and services for our customers.
  
  We assisted this customer with a Volkswagen TDI recall,
  whereby, we installed a catalytic converter. Post-repair, we performed a
  complimentary alignment for the customer. We provided a quote on additional
  work needed on the vehicle, to which the customer declined. The work included
  front and rear control arms and rear camber arms, both of which directly affect
  the alignment. The customer incurred no cost for any of the work performed and
  was given a loaner vehicle for the duration of service. Prior to the work
  performed in August 2023, the customer had only visited us once before in May
  2018.
  
  At this time, we believe all customer concerns have been
  addressed. Should the customer have any additional questions or concerns,
  please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 11/02/2023

   I am rejecting this response because: I incurred cost right after I left there to do an alignment you guys didn’t do right. You already offered a refund which is fine. I submitted the bill to the bbb since your suggestion of how to submit to you was bogus. It was a foreign call center. I just want my money back that you already offered in this complaint and I have submitted the request bill of sale for you to provide it. No honor your word. 
  
  

  Business Response

  Date: 11/21/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  At this time, we have reached out to our accounting department for a refund check in the amount of $69.95. We apologize for any inconvenience this situation may have caused.
  
  We consider this matter resolved. Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

• Initial Complaint

  Date:06/12/2023

  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.

  I purchased a 2021 F-150 Lariat on 5/27/23. I was told I was receiving a vehicle warranty from the salesman. But upon further review I was sold an appearance protection and RecovR device. No the the vehicle warranty. I spoken with a sale manager as well as the *** *********************** on 6/11/23. The Gm was very rude and unprofessional. He also stated that I couldnt cancel the RecovR device. With the pamphlet clearly states you can. The device was just laying under my rear seat with no instructions for setup. I was also told that this is the type or service you get when you have poor credit. I do not want the unnecessary add on options.

  Business Response

  Date: 06/20/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business Bureaus communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We have reached out to the customer and have yet to hear back. We scheduled an appointment to investigate this issue and the customer did not show up. We are willing to resolve this issue but are unable to without cooperation from the customer. The customer may reach out to our General Manager at their earliest convenience to address this matter.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  
  Best ********************************************************** Department
  

  Customer Answer

  Date: 07/03/2023

   I am rejecting this response because: I spoke with the GM. I was told that I could purchase a warranty out of pocket at a discounted rate. Which is not what was initially advertised and discussed. All I informed him the I never wanted an interior protection warranty and the recover device that was just laying on the floor inside my vehicle. He laughed and said well that’s what you get when you have poor credit and that I should be happy with whatever I get. I feel very disrespected and also feel that VW of Streetsboro acted in bad faith. I do not want any service contracts with them. 
  
  
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  I purchased a 2020 VW Tiguan 3/13/23. While on the test drive, I noticed a cigarette smoke smell. They said the ozone machine would remedy that. The Car Fax and Dealership Service paperwork didn’t mention any engine problems. Everything checked out and I purchased the vehicle. I returned the next day 3/14/2023. I was told the vehicle will be placed on the ozone machine overnight and they would call when the vehicle was ready. Thursday 3/16 I call the dealership because I had not received a call yet about my vehicle. ******* tells me that the vehicle is ready but they didn’t call me because they couldn’t find my phone number. I arrive at the dealership and they cannot find the paperwork for my car and had no idea where it was. After waiting about 10 minutes, they finally find it. The service employee then tells me that I need to schedule a time to come back because my engine light came on while they had it, but they couldn’t run the codes because VW system was down globally. The following week I speak with GM ***** ****** who advises he will make sure the vehicle is inspected once the system is back up and that they will remedy this situation. System comes back and they run the codes but cannot find out why the engine light is on. Service schedules a time for me to come back to have the vehicle inspected entirely. 3/27 I drop the vehicle off and don’t get it back until 4/18. They assure me everything is resolved. 5/8 the coolant warning light comes on. I take the vehicle back to service and they fix it. They tell me I shouldn’t have any more issues. 5/31 the coolant warning comes on again. I ask Service to have GM contact me. Apparently there is a new GM Chris Wurvy. He calls and leaves a VM. I return the call but can’t reach him. I have been calling since 5/31 but can never get him. I have had issues with this vehicle since purchasing it and still don’t have a resolution. Seems like this dealership is purposely selling lemons and providing false documents

  Business Response

  Date: 06/20/2023

  Hello,
  
  Volkswagen of Streetsboro appreciates the Better Business
  Bureau’s communication in helping us resolve any customer service issues. We
  regard customer service as the focal point of our business and are committed to
  maintaining exemplary support and service for our customers.
  
  Our service department has scheduled an appointment with the
  customer to inspect any issues reported on the vehicle. Our store manager has
  reached out and left voice messages for the customer, but we have not heard
  back. We hope resolve all issues with the customer upon their visit.
  
  At this time, we believe all customer issues have been
  addressed. Should the customer have any additional questions or concerns,
  please contact our Customer Service department at *************
  
  Best Regards,
  
  Volkswagen of Streetsboro
  Customer Service Department

  Customer Answer

  Date: 06/20/2023

   I am rejecting this response because: No resolution has been reached yet. I did call back and speak with GM. I told him my vehicle was dropped off 6/16/2023 and I am still waiting to hear back about it. The GM said he will look over all the service paperwork to review all issues with the vehicle. Still waiting to receive update on vehicle and what the resolution will be. 
  

  Customer Answer

  Date: 07/13/2023

  [BBB transcription via phone]

   

  Consumer was called and stated there are currently no issues. The business is working to replace the engine and the complaint can be closed at this time.