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

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  Volkswagen Group of America, Inc

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

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  Volkswagen Group of America, Inc

  7351 Volkswagen Dr Chattanooga, TN 37416-1756

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:10/15/2023

  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 currently am having a repair done under warranty and have been waiting over six months for a part for the Repair have not heard anything about estimated completion time or if it will even get done in the first place also has costed us thousands of dollars in transportation cost Insurance and all the while paying for a car we cannot use. I’ve owned the car for less than two years and when I brought it in I've only owned the car for about a year and a half.

• Initial Complaint

  Date:10/10/2023

  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 2022 VW ***. Vin Number *****************. I have visited with my dealership and with customer care. I have an audible alarm that dings every few minutes related to the Travel Assist Systems. The established fix by my dealership after software updates not being successful is a steering wheel replacement. It has now been 6 months since I started this journey. The dealership states they can not get an ETA on the new wheel even after 6 months. The dealer sent me to Customer Care who told me essentially they can't do anything and that only the dealer can really handle this parts issue. 6 months I have been listening to this constant ding ding as I am driving. How can this possibly be acceptable to anyone in the VW Group. "We understand this must be very frustrating, however we currently have no way to predict when the new part will arrive" is the only answer I can get. This is a 2022 vehicle and 6 months of my ownership has been listening to this continuous ding and alert message on my dash. VW needs to do better. This is not acceptable.

• Initial Complaint

  Date:10/05/2023

  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.

  My back is against the wall, you all have had my vehicle for over 2 months for repair just to be told the part broke and I have to wait until part comes in now I’m driving a loaner at this point. I’ve decided to get rid of my car because $1700 to repair and still nothing I’d rather put that against another car. In addition, I had to pay ********** almost $2900 in rental fees for the first month of Volkswagen service department IN FORT MYERS due to my car being in repair just to be told that the part that was ordered was coming from Mexico and that part broke upon repairing and then got a phone call from one of the service text there they offered me to use a loaner vehicle because they have to order another part so now not only am I making my car payment plus the car rental plus I have to have the money for the repair. It has become a big headache and a big inconvenience that I was told by the service salesman **** at **** ***** Volkswagen that I can apply for a trade assist but he did not tell me that I would have to , be within warranty just to have a denial after I applied for that big inconvenience again. I sat on the phone for over an hour in his office to call the service department. No one answered. I made several chats with your chat department each time I got hung up on and had to reach chat with someone else, explaining the situation all over again I have copies of those transcripts as well , those will be given upon request. Please help me figure this situation out because I’m spending too much money for one small situation.

• Initial Complaint

  Date:10/05/2023

  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 purchase a 2022 VW **** ** and have had nothing but problems. Both mechanical and electrical. It has been back at a dealership 6 times and has had multiple parts replaced and still drives choppy and sputters at low speeds. I have been going back and forth with VW, they said I could request a buy back. They made me get a second opinion on a major issue which took 3 weeks to do since there are only two vw dealerships in my area. After that the let me start the buyback request. It has been over 2 months since the conversations started, and a month and a half since I submitted all of my paperwork. Nobody will give me an update and basically I'm told that it's still being reviewed. The vehicle is not safe due to the electrical issues and nobody at VW seems to care. At this point I am losing any trade value the car has. I have tried to trade it in and dealerships have told me there's too many issues to give *bb value. This is the 5th vw vehicle I have owned, and the first with any big problems. Vw customer service doesn't seem to care and I'm going to end up losing thousands if I trade the lemon in. I would like someone from VW to let me know where they stand and make this right.

  Customer Answer

  Date: 11/24/2023

  The car has many defects that the dealerships can't duplicate. VW has denied me a buyback and has made no attempt to rectify the situation. They told me to try and trade it in where I bought it, but the dealership didn't want it and was not willing to do anything because of the recall repairs and electrical issues. VW won't even call me back. Then sent a very generic letter saying they did a recall repair and feel that's sufficient. Yet the issues were not fixed. Beyond the letter every time I call, the representative tells me they can't do anything and that a manager working on will call me back, but they never do. I've taken a financial loss on this vehicle and the least VW can do is call me back. This is the 5th VW I have owned and they don't even care about brand loyalty.

• Initial Complaint

  Date:10/02/2023

  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 took may 2021 VW **** in for a recall and they can' t figure it out. It keeps error out and they keep ordering parts to fix it, but in the past month in a half it doesn't work. I bought this electric car to save money on gas and I have a gas loner. Recall no. 23V040000 Electrical system Repairs started on Aug. 19th This was going to be a two day repair and It's Oct. 2 and I still don't have my car back It keeps erroring out and they keep ordering parts and they are about to drop the battery for the 4th time, which I heard is expensive, I really want my car back but know I'm concerned about the safety of it and reliability if I ever get it back. Please help, I'm at my wits end. Thanks, *********************

• Initial Complaint

  Date:09/28/2023

  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.

  This company has put an illegal lien on our vehicle. We have never been financed with VW and now we have a lien on our vehicle. After we received the pink slip. The DMV is showing a lien. We have contact VW to have it removed mulitple times. Their service is horrible. The first rep acted and sounded as she hated having a job. First told me their wasn't a lien. After explaining is shows at the DMV, then there is a lien but provide any information. Why the lien is listed, when it was placed, etc. Told me to fax my info to a number and it would have to go to their team. I would have to call back. I call back. The new rep states the lien has been removed. We go to the DMV and that do not show it has been removed. We call a 3rd time and now this rep states their is a lien and there is a form we need to receive and have it processed. After I get upset and state why wasn't this stated the other times I called. This should be wasting my time and raising my blood pressure when we were never financed with VW and we have the pink slip. Why would they provide a pink slip if there is a line. The rep puts me on hold and comes back stating I am on a recorded call. After being on the call for over an hr. They stated they would mail me the form. They can not Email or sent as a DocuSign. It this day and age. We have not received anything in the mail and it we still have an illegal hold. They refuse to remove this lien.

• Initial Complaint

  Date:09/28/2023

  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.

  My wife has a 2018 ** that had a clock spring go bad in May 2023. We incurred $1k out of pocket to fix it. We later found a letter from Audi mentioning a warranty extension and reimbursement options for work incurred. We sent in the paperwork twice and it was denied twice. Audi reps. Keep referencing a U36 warranty extension which was closed and replaced by U37. They are insisting if I brought the car to the dealer immediately, it would have been remedied under the warranty. However, I did this and the dealer was not able to interface as the U36 warranty was marked inactive and replaced by U37. To this day, I cannot get warranty work done by the dealership for this and I cannot get reimbursed from Audi corporate because of this U36/U37 change. They are also insisting that my receipts aren't reimbursable because some work was performed at a non-Audi facility. I took a picture of the slip from Audi and it very clearly states reimbursement may be limited to the amount the repair would cost if it had been completed by an authorized Audi dealer. No where does this official letter from Audi detail out U36 or U37, nor does it have a time limit or restriction on who can and cant fix, and me as the customer are forced to incur costs out of pocket because the warranty department within Audi is playing games. I want full and complete reimbursement of my costs incurred. $160 for diagnosis at a 3rd party shop, $390 for the part from a VW dealer, and $450 for labor from Audi to program and calibrate the replacement part.

• Initial Complaint

  Date:09/27/2023

  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 bought a 2024 VW ***** ***** on 9/9/23. It broke down in the middle of the road 45 minutes after leaving the dealership. The ECM was bad. I reported it to the dealership and VW Care. The only response is that it’s under review. The dealer diagnosed it so what is there to review?

• Initial Complaint

  Date:09/27/2023

  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 had my 2015 VW ********* wagon TDI sitting at the dealership since November of 2023 waiting on parts. The part I am waiting on makes this vehicle undriveable without it. The part is from the emission lawsuit with VW. I was told by the dealer that the factory that made the part is no longer in operation since it was located in the Ukraine. I was also told there were approximately 20,000 vehicles waiting on this part. Since I cannot drive this car I have had to purchase a cheaper vehicle to be able to drive to work however this car is not a suitable replacement for daily living with my children. I would like to know if VW is doing anything to help family out with this issue, or if they are looking at purchasing the vehicles back so families can purchase reliable vehicles? Currently my car sits at the VW dealer in Montoursville, PA at ********* VoksWagon. my complaint is not with them they have kept me up to date. My complaint is with VolksWagon America.

• Initial Complaint

  Date:09/21/2023

  Type:Sales and Advertising 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 had the car for 2 years and had to take the car in due to an error message popping up stating that the electrical system was not functioning properly. I brought the vehicle in for electrical issues once in April of 2023. They had to replace one of my batteries, took about a 4 days to repair. I continued to drive the vehicle and then a few months later the same error message popped up, I brought the car into a dealership on July 27, 2023. I was told the repair would take up to a month and now it has been almost 2 months since I have had my car. They gave me a loaner vehicle that is a gas car I have now been spending almost $1,000 a month on my electric car payment for the car that that I have not been able use for almost 2 months and now gas for the loaner vehicle I was given. I requested a buy back from the VWA and they denied my request because they said the time frame for the repair is reasonable and that the problem has only needed to be fixed twice. I don't think 2 months of not being able to use an ELECTRIC car that I have been paying for is reasonable, nor do I think having to take a 2 year old car to the dealership twice in less than 6 months to repair a battery and battery cell module is reasonable and I would like some sort of compensation for this issue.