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:04/07/2025

  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.

  Village Volkswagen has had my car since October and have taken payment from the insurance company, but still have not started work on it.

  Business Response

  Date: 04/08/2025

  We have a part ordered from VW that is on a national backorder with no ETA. At this point there is nothing we as a dealer can do until VW Corporate can provide us the part needed to repair this customers vehicle. We did receive a check from the customers insurance company that is just sitting on a schedule awaiting the completion of the repair. We can always provide the check back to the insurance company at any time. A part being on backorder is beyond our control and we are at the mercy of VW just like the customer to provide us the part needed so we can complete the repair for the customer.  

• Initial Complaint

  Date:01/21/2025

  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.

  On 11/29/24 my wife and I stopped at this Volkswagen dealership looking for a deal on a fully loaded 2024 VW Atlas vehicle. The salesman looked around for quite a while and then said that he had a 2025 there in stock that had everything on it we were looking for except that the front grille was a different color. We ended up buying the car but after taking it home realized that the car was not a fully loaded model we asked for but was the next one down on the list. It also had a very bad whistling noise in the interior of the car when traveling over 35mph. So I called the salesman immediately who told us to bring the car in on that Monday 12/2/24. We brought it in and I asked the assistant manager if we could get the fully loaded model we actually wanted and they said they would try to find one. I spoke with the salesman the next day and he told me there wasn't one within a 500 mile radius and they would probably have to order one. I didn't believe him so I checked myself and later found at least a dozen fully loaded cars in the same color we wanted. So then they said that could get us one of them but I would have to trade the one in we purchased for $10,000.00 less than what we paid for it! I told them that was not fair because the salesman misrepresented the car he sold to us and we did not realize it when we purchased it. I have since spoken with the general manager there named ******* ****** and he said the same thing but offered me $8,000.00 less for the car than what I bought it for. I had possession of the vehicle for 2 days before returning it to the dealer on 12/2/24 and it has been there ever since. I put down a $20,000.00 deposit on the vehicle and they still have both the car and my money! I just want the correct vehicle that we came in there to buy and not the one that the salesman misrepresented to us! We shouldn't have to pay that much extra for the correct car when it was the dealer there who sold us the wrong vehicle in the first place! Please help!

  Business Response

  Date: 01/21/2025

  We are sorry to hear that Mr. **** is not happy with the Atlas that he and his wife chose to buy while visiting Village VW.

  At the time of Mr. ****** purchase there were no 2024 Atlas with his specifications available. The sales associate showed them our 2025 model Atlas's that were available on the lot. Mr. **** and his wife chose one to drive from our inventory stock, test drove the car and then decided to purchase the 2025 Atlas that they in fact chose.

  The whistling noise concern was addressed and repaired but Mr. **** has refused to pick his car up from our service department.

  At no time was Mr. **** mislead on what trim level of Atlas he was buying or what year model he was purchasing.

  We have all signed document if requested.

  Thank You, ******* ******

  GM

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response is not true, the salesman at the dealership, named ********* ******, told me that he had a fully loaded Atlas for us to look at and the only difference was the exterior trim on the grille. Unfortunately we believed what he told us and purchased the car but was misled by him. The Atlas we received was not the Premium R-Line version but was the SEL, which at the time of purchase I was not aware of.

  The car in question is not the one we asked for and thought we were getting. We have been lied to more than once by the salesman and am requesting that they provide us with the fully loaded Atlas trim level we want.

  If they are not able to do that than I would like to request that they give us our deposit of $20,000.00 back.

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 01/22/2025

  Village VW rejects the accusation that Mr. **** was misled in any way about the trim level or features of 2025 Atlas that he did purchase.

  Mr. **** was able to look at and drive the vehicle with a properly placed Maroney label (window sticker) that in fact shows the year model, trim level, MSRP and all features that are on the vehicle. All paperwork also shows the year model and trim level that was signed by Mr. ****.

  Mr. **** is falsely accusing the salesperson of misrepresenting a vehicle that he was able to see, touch and drive. 

  ******* ****** GM

  Customer Answer

  Date: 01/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The general manager is not correct when he continues to say the salesman did not misrepresent the trim level of the car

  we purchased. We told the salesman we were looking for a FULLY LOADED Atlas and he looked on his computer for about an hour and 

  then finally said he actually had one in stock and the only difference was that the front grille was a different color. At the time I did

  not know all the specific features that were on the different trim levels of the Atlas model and took the salesman at his word and believed we

  were getting a FULLY LOADED Atlas with a different color grille. So the salesman DEFINITELY misrepresented the car we purchased and

  we didn't realize it until we got home from the dealership!

   

  The FULLY LOADED model has these things on it that the one he sold us doesn't.

  21" Alloy Wheels    -      Power Folding Mirrors     -       R Line Styling         -        Massage Front Seats      -        Park Assist

  Perforated Vienna leather seating surfaces      -       Harmon Kardon premium audio     -      Overhead View Camera

  Stainless pedal clips

   

  I have not purchased a new car since 2003 and was apparently too trusting of the information I was given that day.

   

  We are trying to get the correct car we were led to believe we purchased but the dealer is only offering to take the vehicle back in a trade

  with a value of $8,000.00 less. This is totally not acceptable to us. Looking back on the whole experience I can now see how the salesman

  misrepresented the car he sold us just so he could make a sale that day.

   

  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:12/03/2024

  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.

  I purchased a 2017 Ford Escape 10/02/2023 from Village of Volkswagen Chattanooga. After driving the car for a week I noticed some odd behaviors and sounds. Upon having the vehicle looked at we discovered damaged spark plugs in the engine misfiring. When brought to the dealership the GM ******* asked me what I expected when I purchased a used car and ignored my concerns.
  
  In January of 2024, the car then broke down due to transmission failure going into the shop for a full transmission and flex plate replacement. To only fail again 6 months later this time showing signs of engine failure by white smoke omitting from a coolant/oil leak.
  
  As Im going through this process a second time I discovered the dealer did not give me the full carfax report at the time of purchase hiding the mileage which was higher prior to what they had listed at the time of sale along with the recall extended warranty that would have covered the issue to the car if it had been communicated along with the recall disclosure.
  
  I have now been without my car for 2 months trying to figure out how to replace the engine in a car that I’ve already put 2 transmissions in this year. All due to the negligence of the Village of Volkswagen team. Whom have made it very clear they don’t care about the situation they have put me and my children in.
  
  The images of the spark plugs shown are the originals that came from the car 10/11/2023. Thankfully I kept these and have since had them tested by a mechanic who advised they are positive for oil and coolant meaning the issue with my car had been there and they covered it up by failing to disclose all information they had on the car prior to the sell.
  
  I want them to take responsibility replacing the engine along with paying for the financial damages this has caused.

  Business Response

  Date: 12/03/2024

  Response for ****** ******:

  Miss ****** has received all of her signed documents in question which includes a Carfax copy, Odometer statement, recall document, recall explanation document, an AS-IS form, an AS-IS explanation form and a Federal Buyers Guide signed on both sides stating the car is sold AS-IS. The recall information section discloses any recalls at the time of purchase with instructions for the customer. 

  Village VW has disclosed and explained all signed document included in the attachment section. 

  Please let me know if you require any more assistance closing this matter.

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

  General Manager 

   

  Customer Answer

  Date: 12/16/2024

  attached you'll find my response to ******* along with the definition of a copy. You'll also find the paperwork I received at the time of purchase and then you'll see an image of a folder. I received two weeks ago.... 
  
  You'll notice what they sent you was a copy of only one page of the Carfax. If you look in the lower right hand corner as I later did .... you'll see that is one of eight pages that one page is the only page that was ever given to me during the time of sell. A copy is a duplicate not just the first page. I have been through multiple repairs that have led me to figure out the things I'm finding out today, I found out that the mileage was incorrect on the vehicle therefore, I requested a copy of the paperwork to compare what I had.
  
   Upon my comparison what I found were seven other pages of Carfax printed the same date and time 9/21 same as page 1 that were withheld.  Also containing the correct page to be signed. Why would a dealer only give a consumer the first page of a document they were supposed to receive a copy? Then make them sign an alternative form stating they received a copy when the full report comes with the page complying with all details of the report. 
  
  Due to this negligence, my vehicle is now needing a new engine after 2 transmission replacements in less than a year and I've only owned it a year! All of this due to a manufacturing error on the engine that was never brought to my attention that they were fully aware of per the carfax statement of recall 19B37 that came with an extended warranty of 21N12. That would have been good at valid at the time of my first breakdown... losing my  transmission due to the underlying issue withheld. 
  
  Not to mention the warranty they sold me is voided on the engine due to the undisclosed recall. As the warranty company deans the manufacturer responsible since they issued a recall. Had I been give a "copy" of the carfax I never wiuld have purchased this car... no one would. That's why they withheld it because they knew they couldn't sell it other wise... they charged me 13k plus finance for a car knowing it would need a new transmission and engine based on the  undisclosed carfax  sheets. 
  
  I'm going to attach a copy of the signature page that I should've received the day of but didn't so you can see what page should've actually been signed instead of the front and then I'll send you the other pages when you call me or something like that when you have time. 
  
  Sincerely, 
  
  ****** ****** 

  Business Response

  Date: 12/16/2024

  Miss ****** has received all signed documents upon request. She was also given a copy of all signed documents upon deal completion. 

  We are sorry that Miss ****** is having problems with her Escape but as disclosed in the signed documents the car was sold AS-IS. Village VW has tried to help Miss ****** but she continues to call and show up at the store using inappropriate language as well as Inappropriate behavior toward our team members.

  Thank You

  ******* ****** GM