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:03/26/2025

  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.

  I had an issue with my car and it was brought to the dealership to be fixed. After dropping it off and checking back in I was told that they didn't have the car three different times. They lost the key fob. They were not even sure why I had dropped the car off in first place. They have terrible communication and do not respond well when asked to, as well as with what they are doing to solve the problem. They had my car from December 23 to February 9. I talked to Josh Osborne, general manager about the issues we were having and he assured me that there would be no costs that I would be paying, however after they finally figured out what the issue was I was presented with a $2,199.62 bill.

  Business Response

  Date: 03/27/2025

  To whom it may concern, 
  
  The dealership has been more than fair in addressing this customer's complaints. It was originally advised that the issue with their vehicle was with the push button start. The technician installed it; however, it did not resolve the issue. Therefore, the dealership did NOT charge the customer for that, as it didn’t fix the issue. The dealership also did NOT charge for three hours of Diagnosis ($555.00) to continue to figure out the problem. The switch was $109.00 with $92.00 to install it. The dealership also did NOT charge the customer the $348.00 to replace the key the team lost as well.  Thus, the dealership has covered a total amount of $1,104.00 as a gesture of goodwill. This was the only portion the general manager agreed to take care of on behalf of the customer's complaint about poor communication and length of time without the vehicle. 
  Once we confirmed the issue with the diagnosis, we found out it was the shifter ASM. The customer's advisor called and told them what it needed and that’s when the customer asked for half off. We respectfully declined the customer's request, and the customer approved the repair over the phone with their advisor. At this time, we would respectfully invite the customer to take their future business to another Volkswagen dealer as we cannot seem to meet their level of expectations of customer service. 

  Thank you. 

• Initial Complaint

  Date:03/12/2025

  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.

  We purchased a Volkswagen Tiguan from Volkswagen SouthTowne in June of 24. Initially, we were told the Tiguan came with key replacement, tire and wheel protection, and a warranty.
  
  However, when it came time to sign the contract, the price was $10,000 higher than what we were quoted. Upon reviewing the contract, we discovered that the key replacement and tire & wheel protection were adding thousands of dollars to the total cost.
  
  It took four attempts to get an almost honest contract from them. Four! Ultimately, we were told that if we wanted to proceed with the trade-in, we had to keep both the key replacement and tire & wheel protection in the contract. Frustrated but exhausted, we agreed after the finance manager convinced us that, given the Tiguan’s all-wheel-drive system, the tire protection was crucial—if one tire blew, I’d likely have to replace all four, and the plan would cover it.
  
  Then, we noticed a $300 ETCH fee. When we asked about it, Mike, the finance manager, falsely claimed it was required. Unfortunately, we trusted him. Later, my father, who has worked in the car industry his entire life, told us that this fee was completely unnecessary and that we should report the dealership to the Motor Vehicle Enforcement Division (MVED). Frustrated but busy, we let it go.
  
  Fast forward to this week: I blew a tire on the freeway. Finally, I thought, my tire & wheel protection would come in handy—only to discover that it only covered the single blown tire. If I wanted the second tire replaced (which they originally said was necessary for AWD vehicles), I had to pay $400 out-of-pocket. Everything they told us about this coverage was a complete lie.
  
  I called the dealership for help, but no one returned my call. Now, I’m forced to drive to Park City on a spare tire in a snowstorm, adding insult to injury—on top of the unexpected $400 expense.

  Business Response

  Date: 03/13/2025

  To whom it may concern,
  
  The customer did purchase a 2024 Tiguan on or around 6/8/2024, trading in two
  vehicles. Due to the negative equity in the trades, the customer’s purchase is
  what we call a "Structured Deal". As part of the purchase, we agreed to pay more
  for their trades to lower the negative equity going into the new loan, in
  agreeance that the customer would opt to purchase OPTIONAL after-market products.
  Thus, the customer agreed to purchase an extended service agreement, key
  warranty, theft protection, and tire and wheel protection. A total amount of
  $4,523.95. All but the theft protection are cancelable items. If the customer
  wishes to, they can cancel these at any time for a pro-rated reimbursement that
  is applied to their loan within 8-12 weeks.
  
  As it relates to the recent tire replacement, we
  cannot dispute the warranty coverage, however, we can help with the cost for
  replacement by offering a VIP discount to the repair, if the customer would
  like.
  
  Thank you, 

  Julie *****

  Customer Relations Manager

• Initial Complaint

  Date:12/13/2024

  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.

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

  The business has the responsibility of being truthful and disclosing issues with the car. It was my understanding that the car was “certified” and thoroughly inspected. When asked for the inspection document, it didn’t list information about the brakes. I was told those details were “internal.” When asked who drove the car post inspection and pre purchase, they told me there is a log with that information. When asked specifically to review that information, there was an excuse for why that information was unavailable. 
  

  Additionally the inspection documented there was a missing piece of trim on the driver wheel well. Before purchasing the car they told me that would be replaced and it is still missing. 

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

  condition of the car when it left the lot. they are refusing to pay for the cost saying that I am the one that inflicted the damage on the car in the 25 miles of flat ground I traveled to get home. There other excuse is that I waited a week to reach out to them. They claim it is also not covered because it is not a safety issue. My concern is that the car inspector did not properly inspect the brakes and sent me on the road with some thing that may or may not pass inspection. When asked how many other test drivers drove the car after the certified inspection and before I purchased it, they told me that they didn’t have that information. In addition to the warped rotors, the knob that changes the drive modes didn’t work either. I informed the salesman of that the day after via text, November 7. They covered that at no cost but refused to look at the brakes that day because they didn’t have time.

  Business Response

  Date: 12/16/2024

  To whom it may concern, 

  When purchasing a used vehicle, you are purchasing it "as is" which means the dealership does not warranty any repairs after the purchase. Brakes and Rotors are considered normal wear and tear, and the warping of the rotors can happen at any time, therefore the dealership will not be covering the cost for repairs. However, as a gesture of goodwill, we did provide the customer with VIP pricing.

  
  Thank you, 

  Julie D****

  Business Response

  Date: 12/17/2024

  To whom it may concern, 

  The vehicle does go through a Certification Inspection to ensure it is up to Volkswagen standards for their Certified Pre-Owned warranty. At the time of inspection, the brake pads measured well above passing standards and the rotors were not warped. The customer was provided with the customer copy of the inspection, although it did not meet their expectations of what they were hoping to see. The rotors warping can happen at any time due to driving habits such as hard braking, excessive heat, ect. This is why it's almost NEVER a warrantable repair, and almost ALWAYS customer pay. The dealership has been compliant and has offered a discounted rate for the repair. Nothing further will be offered at this time. 
  
  Thank you, 

  Julie D****

  Customer Answer

  Date: 12/17/2024

  
  
  Complaint: ********
  
  
  
  I’ve known since the beginning that brakes and rotors are a wearable item. I’m not trying to get them covered under warranty. I’m attempting to hold the business accountable for selling me a car that wasn’t up to the standard they claimed it was. It had shaking in the steering wheel upon breaking on the way home from the dealership. I was getting to know the car. I was not able to diagnose it or realize it was an issue at the time. I work nights (1700-0500) and sleep during the day. I have a commuter car I drove to work. It took me five days to drive the Tiguan for the second time and reach out. I bought it on Thursday 11/7 and worked 11/8-11/9. 11/10 was a Sunday. I reached out two business days following that which I don’t find unreasonable considering my schedule. It’s unfortunate that my response was not timely enough. Ethically this is wrong. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/01/2024

  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 purchased a vehicle from them around 07/22 and had problems from the beginning. Working with the sales team and finance they used tactics to undermine and take advantage of you. While they do this they keep information from you on your loan and never gave me the paperwork on my vehicle. On my loan they put the wrong odometer reading causing me to have a flag on my vehicle when I looked at trading it in towards another vehicle I also never received my gap insurance refund after the trade was completed. I have been trying to get my gap insurance back on this car for a year and a few months now and they keep shuffling me around to different people who tell me they can't help and the person I need isn't here call back tomorrow. On my current vehicle I own through them because of what they did on my previous vehicle and the odometer fraud I couldn't trade that car in at any other dealership making me work with them again and dealing with the same stress from there sales and finance team being hostile to just get a sale

  Business Response

  Date: 08/02/2024

  To whom it may concern, 

  We are saddened to see that this customer is unsatisfied with their purchase from our dealership. We take pride in being fully transparent with all our guest, and presenting them with all their options when purchasing a vehicle that fits their needs and budget. All customers receive copies of their paperwork in a USB drive and can request physical copies as well. As it relates to the *** insurance allegations, we don't have any record of a cancelation request of any after market products purchased with their vehicle. If the customer would like to cancel any cancelable after market products for a pro-rated reimbursement, they can contact our warranty administrator at ************, or come into the store to fill out the cancelation form. 

  Thank you, 

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

• Initial Complaint

  Date:07/23/2024

  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.

   
  Complaint: 22034465
  
  I am rejecting this response because:
  It does not address the actions of the business to prevent opt out, nor did they disclose who they acquired my information from.
  
  

  Business Response

  Date: 07/25/2024

  To whom it may concern, 

  This customer's information has been sent out to the appropriate parties to be opt-out of future communications. The customer may have to resubmit a request should they engage in communications with the dealership in the future. For more information about our privacy: 

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

   

  Thank you, 
  *********************;

   

   

   

• Initial Complaint

  Date:04/19/2024

  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.

   
  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.
  
  Sincerely,
  
  *****************************!

  Business Response

  Date: 04/22/2024

  To whom it may concern, 

  This customer has been in direct contact with both the Service Manager and the assistant service manager to address their concerns with the windshield, as well as the customer service received from the Advisor the customer was originally working with. Appropriate action has been taken internally to address the complaint against the Advisor, and the customer has been scheduled an appointment for Wednesday, April 24th to have the repairs completed. As a gesture of goodwill, the customer has also been offered a rental while their vehicle is in service. 
  
  Thank you, 

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

  Customer Relations Manager