Complaints

This profile includes complaints for Loyalty Volkswagen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Loyalty Volkswagen has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Loyalty Volkswagen

  16300 Priority Way Chester, VA 23831

  
• 

  Loyalty Volkswagen

  PO Box 2189 Chester, VA 23831-8442

  

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:11/23/2022

  Type:Product 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 have been trying to cancel my extended warranty on my 2017 Hyndai Santa Fe since 9.29.22. I filled out all of the required paperwork, along with a notary and sent by certified mail to loyalty's physical address as instructed in the cancellation provision of the contract. I have a copy of all paperwork and a receipt from ***** The dealership claimed they never got it, so I sent it again on 10.14.22 using first class mail to the ** Box instead. I have a receipt for this as well. Still the dealership claimed to never have received it so they sent me a form to sign via email which I did and returned on 11.1.22. I have followed up several times with the dealership trying to get a status with no answer so I reached out to the warranty company directly (AUL). They received the cancellation request and sent a refund check out on 11.11.22 to Loyalty. In the interim, I refinanced my car away from Chartway (the bank Loyalty placed me with) and placed the loan with my credit union (Tower) and had to pay the difference between the refinance amount offered (sales price of the auto) and the cost of the warranty out of pocket to finish the transaction due to Loyalty dragging their feet on the cancellation. I am trying to get in touch with Loyalty to let them know that the refund check should be distributed to me and not Chartway but ********** (the warranty person) at Loyalty does not return phone calls or emails. This has gone on long enough. It has been almost 2 months since the original request was made to cancel. I need them to answer me and tell me that they have the refund from AUL and they will issue it to me and when I can expect it. Because of their delays, I have had to pay a large amount of money out of my bank account and had to have my credit run a second time because the application to refinance expired while waiting on them to cancel the warranty. They need to return my call and/or email and give me a status.

  

  Business Response

  Date: 12/14/2022

  We will be reaching back out to speak with the consumer. It has been brought to the consumers attention that a cancellation form has to be signed for the cancellation of the extended warranty to take place. 

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have received the refund. 
  
  Regards,
  
  ***********************************
  
  
  
  

• Initial Complaint

  Date:07/21/2022

  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.

  Had trouble with radio unit in car turning off and on a few times then cutting off. After having the car serviced the technician diagnosed that the radio unit needed to be replaced. Radio unit was replaced ($1,517.45). After picking the car up and heading home the radio started doing the exact same thing. I have emailed and called and had my son in law call. Neither of us have heard back from the dealership. Neither ***************** (Service Manager) or ********************************* ****************** Manager) have contacted us. I have already spent $1,824.75 to service my Volkswagen Golf Alltrack, I would like to be reimbursed for the radio unit and labor that was diagnosed incorrectly. I was also told a GPS part was ordered and a I have not heard about that? I have tried to download the invoice but, cannot. Loyalty R/O Number: 3659931/1

  

  Business Response

  Date: 08/05/2022

  The consumer came in a couple days ago, we did a diagnostic on the new radio and found that it was defective. We placed an order for a new one under the warranty. As soon as it arrives we will contacting the consumer to schedule an appointment so we can replace the radio.