Complaints

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

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• 

  Volkswagen Group of America, Inc

  2200 Ferdinand Porsche Dr Herndon, VA 20171-6243

• 

  Volkswagen Group of America, Inc

  2260 Woodland Pointe Avenue Herndon, VA 20171

• 

  Volkswagen Group of America, Inc

  93 Burning Bush Trl Crystal Lake, IL 60012-3618

• 

  Volkswagen Group of America, Inc

  PO Box 217022 Auburn Hills, MI 48321-7022

• 

  Volkswagen Group of America, Inc

  P.O. Box 67000 Detroit, MI 48267

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:12/28/2023

  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 new VW ***** *** in Oct '23. A significant reason I chose to purchase this vehicle was the inclusion of the 'MyVW' application and associated features. This application worked very briefly - and then completely failed. I have spent just over two months on the phone with their support group which has completely failed to correct the problem. The support group's staff sounds earnest - but always concludes by telling me that they'll need to escalate to their IT department. I have now spent a huge amount of time on this and am very frustrated. More materially, a significant amount of the value proposition for this car - the features associated with the MyVW application - are not available to me because the application and / or VW's infrastructure is so poorly constructed and supported. This is somewhat reminiscent (though certainly less severe) of VW's 'clean diesel' claims which we all know now were completely false. VW should 1) refund a portion of my purchase since the heavily marketed functionality was never delivered, 2) offer the same to others who've purchased their vehicles with similar product promises, and 3) cease promoting the MyVW app and associated features. I appreciate anything you can do to help.

  Customer Answer

  Date: 01/10/2024

  First of all, I really apricate all of BBB's work on this & other filings.

  On this particular case, I was able to reach out to the CEO of VW of Americas ***** ** ** by email via email (I was able to correct derive his email address) who directed the head of the division to get directly involved & fix the problem which is now satisfactorily resolved.  While my problem is fixed, the VW CarNET support is systemically broken - as is clearly the case since it took my reaching out to the CEO to get my problem resolved.
  
  Again, thanks for your help,

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

• Initial Complaint

  Date:12/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Vehicles ***** Car Play function is not working properly. This is a known problem across VW ***** Model line. No fix available, dealerships just say nothing they can do. This is an unrelated software issue. The ***** Car Play is marketed highly during car sales and is now not being fixed.

  Business Response

  Date: 02/29/2024

  Please reach out to our VW Customer CARE team ************ for possible assistance. 

  Business Response

  Date: 02/29/2024

  We forwarded your complaint to our VW CARE team.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an atlas that I have leased by Volkswagen which is up and should have been turned in 13 months ago but because of a recall with the passenger airbag I have been extending my lease and having to call them every 2 to 3 months to extend my lease. Each time I call they threaten not to extend my lease, they send me a letter saying that I’ve defaulted on my payments, they have no relationship with Volkswagen themselves so I then call Volkswagen to get updates on the recall and they don’t call me back and they don’t have a resolution or time frame of it being resolved . I’ve also not driven my car because I have small kids and the airbag would not go off, which is the recall. I’ve asked to be compensated for months that I was unable to drive a car and use my aunts car for four months and have been told there’s nothing they can do about it. I can’t buy out the car because a local Volkswagen dealer can’t sell it to me because of the recall and so the only resolution is for me to buy the entire car cash for $19,000.

  Business Response

  Date: 02/27/2024

  The customer already opened a case with our Customer CARE department.

• Initial Complaint

  Date:12/11/2023

  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.

  Dear Better Business Bureau Staff, My 2022 Audi *** (VIN# *****************) was declared a total loss by my *** insurance adjuster (claim# ****-*******) on 4/4/23. Since then, I've been trying to recoup my Audi Pure Protection warranty refund in the amount of $4,415.89. I filed a cancellation request (#*******) on 4/5/23 and have experienced months of delays because a check for my refund was sent to my lien holder, ****** * Credit Union who returned it on 5/5/23 because my insurance company, ***, had already paid off the loan. Despite providing all necessary information and making many phone calls to customer service agents at **************, Audi Pure Protection has not cancelled the returned check (#******) to ****** * Credit Union as requested, so that I could be issued a new check from Audi Pure Protection in my name. I sent an e-mail to Audi letting them know that if I didn't receive a check for the $4,415.89 I'm owed by 9/30/23, I would file a claim with the Better Business Bureau in California where I live. Thanks in advance for helping me recoup my refund. Sincerely,******************************************************* ********************************Castro Valley, CA ********** *********************** 10/4/23

  Customer Answer

  Date: 01/16/2024

  I received a $25.00 check from Audi Pure Protection/VWFS Protection Services, Inc. at *** ******* ***** **** **, Suite ******, Atlanta, Georgia *****, identified as a cancellation fee reimbursement.  I haven't cashed the check because I didn't pay a cancellation fee and it doesn't begin to cover the warranty refund owed on my totaled Audi ***.  (See original complaint details.)

  Customer Answer

  Date: 01/18/2024

  Dear Audi Pure Protection Customer Service,
  
  The problem is ****** * Credit Union returned check #****** to you in May of 2023.  Please confirm this with your accounting department.
  
  Please cancel the original check #****** and submit a new check to me in the amount of $4,415.89. 
  My information is as follows:
  
  *******************************************************
  **** ***************
  Castro Valley, CA  **********
  
  I'm forwarding this message to the Better Business Bureau in Washington, D.C. (Complaint#********)
  
  Thanks for your immediate attention in this matter!
  
  ***
  ***********************
  1/18/24
  
  From: ************************************** <**************************************>
  Sent: Wednesday, January 17, 2024 12:19 PM
  To: ***********************
  Subject: Re: My warranty cancellation refund [#*******]
  
  Good Morning,
  Thank you for contacting the Cancellations Department!
  Your cancellation request has been completed.  The refund was sent directy to ****** * Credit Union.
  If you have any additional questions or concerns, we would be happy to assist.
  Regards,
  VWFS Protection Services, Inc.
  *** ******* ***** **** **, Suite ******
  Atlanta, GA *****
  Dealers:****************
  Customers:****************
  
  PRIVILEGED AND CONFIDENTIAL
  This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure.  If you have received it in error, please delete it immediately and notify the sender.
   
  --Original Message--
  From: ***********************
  Date: 01/16/2024 05:54 PM
  To: **************************************
  Subject: My warranty cancellation refund
  
  Dear Customer Service Agents,
  
  I've been trying to recover my warranty refund since April 2023.  I received your check for $25.00 which doesn't address my warranty refund for my 2022 Audi ***, which was totaled in an accident in March of 2023.
  
  Please carefully review the attached letter I sent to the Better Business Bureau.  They are waiting for your reply to their inquiry, and I'm still waiting for my refund check in the amount of $4,415.89.
  
  Thanks for your immediate attention in this matter.
  
  Sincerely,
  
  *******************************************************
  **** ***************
  Castro Valley, CA **********
  ***********************
  Cancellation Request #*******
  1/16/24
  PRIVILEGED AND CONFIDENTIAL This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure. If you have received it in erromation...

  Customer Answer

  Date: 01/24/2024

  Thanks so much for your response, ******!  Ill look forward to receiving my warranty refund check in the very near future.  The address information you have for me is correct.
  
  I’m forwarding your message to my account with the Better Business Bureau and will let them know when I’ve received my check for $4,440.89.
  
  Sincerely,
  
  ***  :^)
  
  *******************************************************
  **** ***************
  Castro Valley, CA  **********
  ***********************
  Cancellation Request #*******
  1/23/24
  
  From: ************************* <******************>
  Sent: Tuesday, January 23, 2024 5:59 AM
  To: ***********************
  Cc: *********************** <*******************>
  Subject: FW: My warranty cancellation refund [#*******]
  
  Good Morning,
  
  I've been in receipt of the below request. My name is ************************* and I'm the supervisor over our Cancellations department. I do want to extend our apologies for the inconvenience and the time that has been spent on your request to receive your refund for the cancel of your warranty. It appears that there was some confusion on this request in which held your request up. For this we take responsibility not receiving the refund timely. I have reviewed your account and have submitted to have your refund re-processed and once this check prints to have the refund sent to you overnight with tracking. Our cancellation checks prints weekly every Friday and all checks sent out the following Monday. Your total refund that will be sent to you will be $4,440.89. The address that is on file is ************************************Castro Valley, CA *********. Once we have the tracking number, I will ensure to send this information to you directly.
  
  Again, we do apologize for the inconvenience in this matter. If you should have any future questions/concerns, please do not hesitate to contact me at the below provided information. Thank you.
  
  *************************
  Cancellations Supervisor
  **************************************.
  O: ****************** M: ************
  W: www.safe-guardproducts.com  E: ******************
  
  PRIVILEGED AND CONFIDENTIAL
  This email is intended for the named person or entity to which it is addressed and   contains valuable information that is privileged,confidential and /or otherwise protected from disclosure. If you have received it in error, please delete it immediately and notify the sender
  
  --Original Message--
  From: ***********************
  Date: 01/18/2024 04:55 PM
  To: [email protected]
  Cc: [email protected]
  Subject: My warranty cancellation refund [#*******]
  Dear Audi Pure Protection Customer Service,
  
  The problem is ****** * Credit Union returned check #****** to you in May of 2023.  Please confirm this with your accounting department.
  
  Please cancel the original check #****** and submit a new check to me in the amount of $4,415.89. 
  My information is as follows:
  
  *******************************************************
  **** ***************
  Castro Valley, CA **********
  
  I’m forwarding this message to the Better Business Bureau in Washington, D.C. (Complaint#********)
  
  Thanks for your immediate attention in this matter!
  
  ***
  ***********************
  1/18/24
  
  From:[email protected] <[email protected]>
  Sent: Wednesday, January 17, 2024 12:19 PM
  To: ***********************
  Subject: Re: My warranty cancellation refund [#*******]
  
  Good Morning,
  Thank you for contacting the Cancellations Department!
  Your cancellation request has been completed.  The refund was sent directy to ****** * Credit Union.
  If you have any additional questions or concerns, we would be happy to assist.
  Regards,
  VWFS Protection Services, Inc.
  *** ******* ***** **** **, Suite ******
  Atlanta, GA *****
  Dealers: ****************
  Customers: ****************
  
  PRIVILEGED AND CONFIDENTIAL
  This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure.  If you have received it in error, please delete it immediately and notify the sender.
   
  --Original Message--
  From: ***********************
  Date: 01/16/2024 05:54 PM
  To: [email protected]
  Subject: My warranty cancellation refund
  
   
  Dear Customer Service Agents,
  
  I've been trying to recover my warranty refund since April 2023.  I received your check for $25.00 which doesn't address my warranty refund for my 2022 Audi ***, which was totaled in an accident in March of 2023.
  
  Please carefully review the attached letter I sent to the Better Business Bureau.  They are waiting for your reply to their inquiry, and I'm still waiting for my refund check in the amount of $4,415.89.
  
  Thanks for your immediate attention in this matter.
  
  Sincerely,
  
  *******************************************************
  **** ***************
  Castro Valley, CA **********
  ***********************
  Cancellation Request #*******
  1/16/24
  PRIVILEGED AND CONFIDENTIAL This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure. If you have received it in error, please delete it immediately and notify the sender.
  PRIVILEGED AND CONFIDENTIAL This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure. If you have 

  Customer Answer

  Date: 02/07/2024

  I'm happy to report that I received a check for the full warranty refund on Tuesday, 2/6/24.  

  Thanks so much for your invaluable help in this matter!

  Sincerely,

  ***   :^)

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 own a VW ****** 2013 that is in excellent condition on about 64,000 miles. The catalytic converter of my car was stolen on July 4th. ***** has approved the repair in an authorized shop and we have been waiting for part to become available. The catalytic converter has been on a national back order since then. I contacted numerous VW dealers, and no one had the part. Also, none of the dealers could tell me when the catalytic converter for this model is going to be available. I called twice the VW Headquarters in the US – on October 25th and November 30th, case number ********. Both times no one from the Headquarters could give me any explanation of what is going on with the catalytic converter and how long I will have to wait. The representatives also refused to escalate the case to the leadership and directed me back to the car dealers (who have no idea when the part will be available). My car inoperable and I do not know when I will be able to drive it again, if ever. The value of my car is going down from $9,000 to zero and additionally I am incurring extra expenses for transportation. If VW Headquarters cannot provide me with the catalytic converter part in a reasonable time frame, I would like to request WV Headquarter to reimburse me for my costs and my loss in one of the two ways: 1. Provide me with a loaner car till the catalytic converter part becomes available, or 2. Provide me with reimbursement for the value of my car, which is about $9.000. Your consideration and response are greatly appreciated. Thank you.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lease a Volkswagen 2022 **** and have nothing but issues with the car. It has been in and out of the repair shop numerous times, most recently for almost 3 weeks. My car was finished with repairs on 11/10 and it was picked up. On 11/11 there was now another issue with the car. I have requested repairs yet again and requested a loaner car. To which I was told there are no loaners to be given out from the service center. My wife is 8 months pregnant and about to give birth. We cannot be without a car for any period of time now. I have also requested to be taken out of this lease as this car is nothing but a disaster to which I was told it will take 60 days to be considered. I am hoping the BBB can help with this issue as this is not how business should be operating. The service center where all repairs have been conducted is ************* VW service center.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 purchase the an used 2019 audi ** in Nov 2022. currently the car is in dealership since the generator is broken by itself. the car in dealership since 10/10/2023. but I am still paying monthly payment. without the car, why I am paying monthly payment? I am not going make any payment until my car is fixed.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2022 Audi ** for daily transportation on August 22, 2022. I am the President and CEO of ******* **** *** *** ***** in New York and this vehicle is my personal transportation to and from work with a driver and a family car with my wife as the primary driver. A recurring error in the Audi ** while under normal driving conditions suddenly reduces the vehicle speed to 1200 RPM and the dashboard warning light indicates not to exceed 1200 RPM. This error is a safety problem that poses an Unreasonable safety risk to me and my driver and may be a safety defect. The error was reset several times by Audi. I do not feel the vehicle is safe to operate. The error occurs in various weather conditions including clear sunny, light rain and light snow, putting me and my occupants at risk of having a collision. I have been the proud owner of several Audis including a previous 2019 **, 2018 **, and currently own a 2020 ** in addition to this unsafe 2022 **. I also am a proud ******* *** *** owner and previously owned a VW ***, ******* *** and ******* ******. I have never had any safety issues with the Audis, ******** or VW until now. I use a guide dog for travel and utilize a driver and this is my family car for my children. Being stranded due to the error on the side of a highway multiple times as a blind man is not safe for me or my family. I notified the dealer when the error first occurred. On February 2nd, 2023 I brought the ** to my local Audi dealer for full diagnostics and a 10,000 mile service interval, informingthe the Service Advisor who has 30 years with Audi of the repeating error message. They noted the error began when the car was brand new and has continued over the past 10,000 miles. All systems were checked by Audi Service technicians and a lead tech using GFF, fault code ******* stored. They advised me the vehicle will require a software update TSB-******* but there is no fix. A trade in will lose $26K in loss at dealer

  Customer Answer

  Date: 11/10/2023

  The Audi warranty is four years 40,000 miles. The vehicle was purchased

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Volkswagen ***** has a known issue with the ignition switch and Volkswagen is not offering any repairs for it currently. Our car has stopped several times in the middle of driving and is unsafe. I have called several times to to get this resolved and they just tell me to keep checking the website for when the fix will be available. I don't know how they expect us to drive this vehicle when it is not safe.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 9/25/23 I submitted a buyback request to Volkswagen Group of America due to the fact that I have been dealing with an Oil consumption issue since I bought a brand new top of the line 2020 ****** SEL R-line 4Motion 0 miles ( VIN ***************** ) I expressed my concerns to the Chico, Ca Volkswagen Dealership since it happen at the 5,000  miles when the oil light came on, but every time I went in they always had an excuse as why the Oil consumption was happening, I believed them since they are the experts, till I got tired of having to buying oil constantly and got stranded and different remoted location in the middle of the night because I had forgotten to purchase more oil to carried with me at all times. Finally and oil consumption test was done after me speaking with the General manager at the dealership, the test showed the car is burning more oil than it should but not enough for Volkswagen Group of America to considered to be fixed. And I was told by the Dealership to just keep buy more oil as need it in between oil changes. As much as love this car it has become an issue and I cannot trust this car anymore, is not reliable and I already have spend extra money on oil beside the regular maintenances. all I am asking is to fix it , buy the car back, reach a settlement or exchange the car. I have learned I am not the only customer with oil consumption issue. I read multiple complain left against Volkswagen Group of America in the BBB web page. I need help. Thank you.