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

  3499 W Hamlin Rd Customer Care Rochester Hills, MI 48309-3240

• 

  Volkswagen Group of America, Inc

  7351 Volkswagen Dr Chattanooga, TN 37416-1756

• 

  Volkswagen Group of America Chattanooga Operations, LLC

  8001 Volkswagen Dr Chattanooga, TN 37416-1347

• 

  Volkswagen Group of America, Inc

  PO Box 217022 Auburn Hills, MI 48321-7022

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:08/24/2022

  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.

  January 22, 2022 - The vehicle was financed May 12, 2022 - The vehicle was taken in for service and to let them know about the Auto Stop and car tugging to the right May 13, 2022 - The vehicle was "fixed" for $532.62 a new battery was purchased and tires were balanced. Before I left the lot I told them that the Auto Stop light wasn't going on and Alex R***** stated the vehicle's engine had to warm up and we had to reduce the AC (we live in Orlando Florida).I proceeded to take the vehicle out of the lot and drove home. May 17, 2022 - approximately a week passed by and I texted Alex R***** Service Consultant from ******** Volkswagen to have him call me to discuss the vehicle's battery to let him know that the Auto Stop still isn't working. The car warmed up and we literally reduced the AC. May 26, 2022 - Scheduled to drop off the car at Napleton dealership May 26, 2022 - We were given a Loaner vehicle from the Napleton dealership. As they couldn't figure out why this wasn't working. June 3, 2022 - A few days have passed and no one was communicating with us to see what was going on with the car. I texted Alex for an update on our vehicle. June 4, 2022 - Alex called stating that he had no status for us at all. June 10, 2022 - My husband and I decided to call the Volkswagen Group of America to see if they could help us in this matter. June 13, 2022 - Alex texted stating they requested a QTM (Quality Technical Manager), REGIONAL LEAD ENGINEER, to come to the dealership to look at the Atlas because nothing they have tried to do has worked. June 14, 2022 - Initially received a call from Sarah ** R***** Case Manager, Volkswagen Customer Care June 15, 2022 - I received a call from Sarah - Regional Case Manager at Volkswagen. Sarah stated they were going to change the Alternator and see if that would work. June 16, 2022 - Sarah called to say that it wasn't the Alternator and that they ordered a Battery Manager for the vehicle June 23, 2022 - Sarah called to say that it

  Business Response

  Date: 09/29/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  ******************** has accepted and received a cash settlement in regards to her concerns with the vehicle. Vehicle repairs are currently ongoing. ******************** should continue to work with her attorney if she has additional concerns.

  Sincerely,

  Laura I.

• Initial Complaint

  Date:08/23/2022

  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 have been calling to have an issue resolved. The VW cae net app does not totally work. Part of it does and the parts I want to work do not. I have called for over 3 months on the issue. I have called 1-************ and talk with the individual there and all I hear is that they sent up an update to IT department. I never hear back. That is like a recording as this is the same message I hear everytime I call. I called VW Customer Support at *************. I hear the same answer from them and there is never an update. I have been talking with supervisors on the issue, Anasia mentioned that she would escalate the ticket and call me back in 24 - 48 hours. That never happened, I called back in 4 days and asked for her and they mentioned she was in a meeting and would call in in 20 minutes when she gets out. Again, Anasia never called. I called the VW complaint department at ************ spoke with Lauren, going to escalate the ticket. I have spoke with names, Correanna, Corena, breezio, and Cory, stated they would get back to me and never happens. I asked if I could talk with the IT department instead of being a three way conversation, as it might help if I let them know what I am doing, and when asked this I was told let me check and see if that is possible. NEVER got back to me. This is poor support for a product that VW states works with their vehicles. I have heard I am not the only one that is having issues. I have taking my car back to the dealer which was recommended by this customer service team, and they stated everything is updated. I am just tired of calling them and hearing the same answer, there is never an answer that is different. Very Poor Customer support. This IT department should be looked into as to why they cannot resolve this issue. I would like an update as to when they plan on solving this issue. I feel like I call and it is put into a circular file. VEVER A RESPONSE THAT IS DIFFERENT TO GETTING A RESOLUTION.

  Business Response

  Date: 09/23/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  Your complaint will be reviewed by our Customer CARE team who will contact the customer directly with a response.
  

  Sincerely,
  Laura I.

• Initial Complaint

  Date:08/22/2022

  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 have a 2010 Volkwagen ***** ***, I've owned it since early 2020. In about may of 2021, the Diesel Particulate Filter Warning light came on as well as the check engine light, I brought it to the Dealership in Ventura and they replaced the DPF Filter under warranty (there was an extended warrantly due to the Whole Dieselgate issue), they also replaced my Timing belt at the same time ($1000). Well 6 month later the DPF warning light came on again, I brought it back to the dealership and they said that it was no longer under warranty and that I needed new Glow Plugs and a New thermostat and thats what was causing the DPF Filter not to work, so I spent hundreds of dollars to have that repaired, 6 months later the DPF warning light and check engine light came on again. I was told again that DPF is fine and that the O2 Sensor was bad and needed to be replaced and thats why the DPF wasnt working, so I replaced the O2 Sensor ($605). After having that replaced , The DPF Filter light was still on and I was told I needed to drive it to get the DPF to Regenerate.I was driving and my car suddenly lost all power, it wouldn't go over 15 mph and was making a crazy loud siren noise, I brought it back to the mechanic and they now say I need my Turbo Replaced which is going to cost thousands of dollars. I feel that this is something that should still be covered seeing as my car only had 101k miles on it and the extended warranty is supposed to go to 120k and the Turbo was one of the things listed on the extended Dieselgate warranty. A car with only 101k miles on it should not have already have this many issues. Not even to mention that the intake manifold was replaced right before I got it. I am a single mom on a limited budget and I have used my entire savings trying to keep this car running, Im now stuck with a broken car and no way to get my kids to school and no money left to buy a new car. Im really hoping that Volkswagen can work with me to get this resolved.

  Business Response

  Date: 09/23/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  Your complaint has been forwarded to our CR&R department who will request the repair orders from the dealer and review the repair history. They will provide a response directly to the customer once the review has been completed.

  Sincerely,

  Laura I.

  Customer Answer

  Date: 09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There wasn't really a response, I'd like to hear what happens after they conduct a review. 
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/22/2022

  
  

  ---------- Forwarded message ---------
  From: VWGOA CRR ** <*****@vwgoa.com>
  Date: Mon, Nov 21, 2022 at 3:37 PM
  Subject: NO REPLY - Case #******** - 2010 Volkswagen ***** ********** - ***************** - NO REPLY -
  To: ************@*****.com <************@*****.com>
  Cc: [email protected] <[email protected]>
  

  
  

  Good Afternoon *** ******,

  Volkswagen Group of America (“Volkswagen”, “Audi of America”) has received and reviewed your demand for repurchase/settlement. Volkswagen has determined that the situation does not merit a settlement offer. Volkswagen (Audi) will continue to work within the terms of any applicable warranties. Please find the position in writing attached.

  For any further assistance you may need, we strongly encourage you to contact Volkswagen Customer CARE at 1-800-822-8987. 

  Kindest Regards,

  Customer Resolution & Retention

  VOLKSWAGEN Group of America, Inc.

  3800 Hamlin Rd. Auburn Hills, Michigan 48326

  Information submitted via email communications are subject to our privacy statement, available at www.vw.com/privacy

  This message is intended only for the use of the individual or entity to which it is addressed and may contain information that is privileged confidential and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, copying or alteration of this communication is strictly prohibited. If you have received this electronic transmission in error, please delete it from your system immediately and notify the sender by reply e-mail, fax or by calling the phone number listed on the message. We will then be able to correct our records. We appreciate your cooperation and thank you for your assistance. Volkswagen Group of America, Inc.

• Initial Complaint

  Date:08/18/2022

  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 ordered an ID.4 in April 2021. In April 2022, our local dealership called us to say that our car was on the way. They low-balled us on our trade, and when I asked if there was any wiggle room, the salesman suggested selling it on our own. He said "between you and me, you have 2 weeks to sell your car. I'd suggest selling it". So we did. 2 weeks go by and our car hasn't arrived. Come to find out, they messed up and our car was never actually on its way. It took hours on the phone to get this information. So we are down to 1 car, which isn't feasible in our family as my husband and I work in 2 completely different directions. We spent hours on the phone with VW and the local dealership and finally got them to pay for a loaner for us. It was entirely their fault that we sold our vehicle. Fast forward another month and our car finally arrives. But pre-delivery inspection found a bunch of issues and they couldn't deliver it to us. No one could tell us what was going on. The service manager told us it wasn't safe to drive, and he wouldn't buy that particular car if it were him. He suspected it would need an entirely new drivetrain. We contacted our sales guy again asking if we could swap our for a different car so we didn't end up with this problematic car. Mind you, as all this was going on, they STILL had no idea what the problem was with our car and still hadn't heard from VW. 2 more weeks go by without any communication whatsoever from VW. We'd had it by this point. We didn't trust what they were selling us, and we sure didn't want to buy a new car that had a bunch of new parts already. We returned their rental and got the receipt confirming that they paid for it. We then cancelled our car order with VW and found another car locally available. 2 months later, and we get a call from ***** (the rental company that VW used) saying that VW has refused to pay because we didn't buy a car from them. Now they want us to pay. This is on VW, not us.

  Business Response

  Date: 09/23/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  Your complaint has been forwarded to our Customer CARE team who will contact *** **** directly.
  Regards,
  Laura I.

• Initial Complaint

  Date:08/08/2022

  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.

  2019 VW ******. Still under new vehicle warranty, confirmed by VW Care. Car has done under 30,000 miles. Car is owned by my son. Took the vehicle for state inspection and it was rejected due to brakes not working on the passenger side, both front and back. Driver side brakes working fine and there was no indication of this issue at all whilst driving the vehicle. It passed its last state inspection. Clearly it has been going on for some time, as the rotors on that side are showing no sign of recent wear. This is a very serious safety issue and I got no help from VW care, except to say I need to refer it to a dealership as it might be ware and tear, or caused by outside influences!!!! Then of course it is not covered. 29,000 miles with the brakes on the driver side working fine. So VW, want us to drive the vehicle, with a rejection sticker on it and brakes only working on one side, to a dealership. No offer of help in towing, it’s just down to us the deal with it. Rang my closest dealership, can’t book me in till August 31st. The next dealership, where we bought it from, are an hour away. Brakes not working properly remember. They won’t even answer the phone in the service department. This is dangerous and downright unlawful I would imagine. Let alone completely unprofessional from a company that ought to know better after their recent problems in the USA. Thank you.

• Initial Complaint

  Date:08/06/2022

  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 leased a ****** in March from ************VW in Houston Texas. After leaving I realized they put an extended warranty on my lease that was 100% unnecessary, I took the steps to cancel it. The warranty was thru Drive Easy and I completed the paperwork to cancel the warranty. It has been canceled for three months and our vw account has still not be credited. The warranty company said they sent paperwork to ******. ****** has not completed this action. After we requested confirmation that ****** completed the action, no one has returned our calls from ****** vw. We have left multiple messages with the finance department to remedy the situation. I have also attempted calling VW credit and they always just transfer me to the warranty company which says they have canceled it.

  Business Response

  Date: 09/22/2022

  ---------- Forwarded message ---------
  From: I****, Laura <******.***********@vw.com>
  Date: Thu, Sep 22, 2022 at 8:22 AM
  Subject: *******, #********
  To: [email protected] <[email protected]>
  

  
  

  Good morning,

  We apologize for the delay in responding to this complaint. We have forwarded the complaint to our Customer CARE team for review. Our CARE team will contact the customer directly.

  Thank you,

  Laura I****
  Arbitration Specialist

  Customer Resolution & Retention

  VOLKSWAGEN Group of America, Inc.
  3800 Hamlin Road
  Auburn Hills, MI 48326

  Phone: ###-###-####

  Fax:     ###-###-####

• Initial Complaint

  Date:08/06/2022

  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 had service done on my 2019 ***** that was purchased from Princeton VW. I had the 20,000 service performed and was told my warranty no longer covered it despite us having 20,000 mile service included. As a result we were required to Pay $300. This must be returned. 

  Business Response

  Date: 08/26/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  This request has been forwarded to our VW Customer CARE team. They will respond directly to the customer.

  Sincerely,

  Laura I.

  Business Response

  Date: 09/23/2022

  Our Customer CARE representative followed up with *** ******** directly and provided the following response:
  "I verified that your 20,000 mile CARE plan expired on January 19, 2022, which is why the service was not covered. The referenced plan was applicable until the expiration date (January 19, 2022) or when your vehicle exceeded 27,500 miles, whichever occurred first. Although your ***** was under the 27,500 mile mark, which does include a grace period, a vehicle must be within both time and mileage parameters to receive coverage.
  
  The guidelines for the plan including the end date and mileage are listed in the plans contract, which the purchasing dealer would have provided at the time of sale. I apologize if this information was not made clear upon purchasing the plan, but due to this we are unable to reimburse the service costs.
  
  If you have any questions or concerns, please don't hesitate to email us back or give us a call at (800) 822-8987. To provide you with the best service possible, it’s important that you respond to us by replying to this email. Replying outside of this email will result in a delayed response. Thank you for contacting Volkswagen Customer CARE."

  Customer Answer

  Date: 09/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: at no point in time was I advised that the warranty was set to expire. This is fraud and deceptive. I will proceed with small claims if not resolve and I already filed an attorney general complaint. 
  
  Regards,
  
  *******
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 wanted to share with you my experience with Volkswagen and how they have treated me, hoping you could help me. In march of 2020 I bought a brand new VW ***** ***** *****. The vehicle had a vast array of issues, and I tried getting it fixed on several occasions. Finally VW corporate offered to buy the old vehicle back, and provide me with a new vehicle, where as all the features of the previous contract would stay the same. Tire and wheel protection, loan amount, length, finance rate etc. I got my new vehicle in September of 2021. I had my vehicle serviced June 9th 2022, and it was discovered that the tire and wheel protection was not transferred over, even though it was a part of the original contract. I contacted my case worker and Volkswagen various times. Via email 6 times, and via phone at least 8 times since June 9th. Each time it was stated to me I would receive a call back, which was never given to me. I asked to speak to a supervisor, then demanded. I have been transparent by sending emails with the original contract and the features that should have been transferred over, however have not gotten anywhere. I am looking at reimbursement for the tire and wheel protection. I have also filed a complaint with the attorney general of Massachusetts. All emails have been saved and are available for corroboration of statements.

  Business Response

  Date: 09/23/2022

  ---------- Forwarded message ---------
  From: VWGoA CRR ** <*****@vwgoa.com>
  Date: Fri, Sep 23, 2022 at 8:02 AM
  Subject: Mochi, complaint #********
  To: [email protected] <[email protected]>
  
  Good morning,
  
  We apologize for the delay in responding to this complaint. Third party contracts are the responsibility of the customer to transfer to a replacement vehicle. I reached out to the sales manager, ***** ********, who handled the original sale of the vehicle. *** ******** left a voicemail for *** ***** and advised once he provides a total loss letter, *** ******** will submit a request for cancellation of the contract.
  
  Sincerely,
  

  Laura I.
  Arbitration Specialist
  
  Customer Resolution & Retention

  Customer Answer

  Date: 09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I Have provided ** ******** with the information he requested within 24 hours of request. Items were sent on 9/14 which he acknowledged on 9/15. I emailed *** ******** yesterday 9/27 due to no response or follow up since our conversation 9/15, stating he would be providing information to the financial specialist. While I am sure that Volkswagen and *** ******** are busy, I will not accept a response without this matter being fully handled. This is in part of the way Volkswagen has treated me, my experience with this organization, and the lack of communication and transparency during this ordeal. I will however continue to look forward to working with ******** Volkswagen in making this situation right. 
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:07/28/2022

  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.

  VW Buyback Request Case # Situation: In summary, I have been having continuous issues with my 2022 VW ****, which I purchased in July 2021. I am now on my seven appointment for a check engine light that pops on (and stays on) no matter what I do. No matter what I do, it does not seem to resolve the engine light issue. As of today, my engine light has been on since June 25th, a few days before I submitted my complaint to VW Customer Care. During my 7th service appointment, the service rep did a quick engine diagnostic and informed me that there is a problem with my "fuel fault" and that he is seeing this issue with most of the new ****. He also shared that he and the other service reps across the nation have tried to fix this issue on other 2022 **** and, no matter what they do, the same customers come back with the same "check engine" light problem. In addition, I told him that I am seeing a difference in the performance of the car (delayed acceleration, some mild jerking) and he said this could be an indication of a more serious problem. On June 20, 2022 I moved forward with a lemon law buyback option, as the VW rep suggested. According to the VW website and AZ lemon laws, a car that is experiencing persistent issues while under warranty and within 18 months or 18,000 miles is presumed to be a lemon. Given my situation, I am eligible for a Volkswagen buyback. I submitted all requested documents, including all repair orders to the Volkswagen Customer Resolution and Retention Department. Today, July 28, 2022,I received an email communication stating that VW will NOT buy back my car. instead, they are offering me $2,500 for the "hardship that I experienced." That was it! So I am still stuck with a car that has had service problems since my first two months of purchase. VW already has several recalls on this new VW brand. I am driving a potentially dangerous car. I want VW to honor my buyback request.

  Business Response

  Date: 08/16/2022

  Thank you for contacting the BBB and allowing Volkswagen the opportunity to respond.

  The repair history of your vehicle was reviewed under the applicable state laws. It was determined at that time, that the repair history did not meet the requirements for a buyback. If you have had additional repairs since then, and would like your buyback request re-evaluated, please contact Volkswagen Customer CARE. I do see that you accepted the cash settlement that was extended to you.

  Sincerely,

  Laura I.

  Customer Answer

  Date: 08/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ***