Northampton Volkswagen

Volkswagen failed to fulfill contract and now refuses to reverse/cancel transaction. I never took possession of the vehicle.
On 4/17/20 I signed a contract to purchase a 2017 volkswagen golf.On 4/23 there was no communication regarding the car being ready so I initiated contact and was told they did not have an estimate on when the DMV may have the plates and paperwork done. I initiated contact again on 4/25 asking for an update, the car was not ready. I initiated contact again on 4/28 and did not receive a response until 4/29. They said they did not have any information. I waited until 5/5 and tried calling the manager Dan, instead of the sales rep Melissa. He had no information.
Dan called back and left a voicemail, the only call received in 4 weeks after purchasing the car. I then did not hear back from Dan again. I left a voicemail for Dan on 5/13 and there was no return call. On 5/15 I called Dan and notified him I wished to terminate the contract. After reviewing my contract on 5/15 I noticed the wrong agreed upon amount was entered. During negotiation we agreed upon 18,500. The initial paperwork they brought me stated 19420. I sold the finance rep that was not we we agreed upon, he returned to the office to correct it. When he brought back the paperwork I signed it, admittedly without double checking. The amount listed is still 19420, 900 above the agreed on price. On I 5/16 I went to the dealership and singed a request to void the transaction. My wife signed as a witness and Dan signed, Dan stated that he would request cancellation of the loan, reverse the title, file a tax abatement, and refund our 2000 down payment. He expected this to be completed by Memorial Day. I received 4 calls from Carla following this on Sunday and Monday. I returned her call each time, but her inbox does not receive voicemail, we connected on 5/19 and it was a contentious call. She suggested we call a lawyer and seemed unaware that we asked Dan to cancel the transaction. She also stated that Dan said we wanted to speak to her, which we did not. Multiple messages were left for Dan Monday and Tuesday and he did not call back. He had promised to keep us in the loop through this process,.

I purchased a car and received delivery a week later. The vehicle was damaged upon delivery and no one will return my call to remedy the situation.
I purchased a used car from NoHo VW two weeks ago. We live in New York and were happy to solidify most of the details over the phone before we came in. I worked with *** on the entire process and she was helpful and attentive over the phone and worked with me to get to a reasonable price and work through what she described as a somewhat difficult process of getting a car purchased in MA and registered in NY.

We purchased the car on 7/31/19. My experience after buying the car has not been a good one. I experienced issued with paperwork being incorrect, I brought this to the attention of the dealership and they did not correct the issue in time.

We waited a few days to get the car delivered as it needed some brake service and were happy to wait while the issue was being taken care of. The dealership team was not responsive over the few days after the sale and was disappointed in this. Car dealerships can have a reputation for pushing you off to the side after the money is collected and this has never been my experience before. It was my experience this time.

On the first delivery attempt (8/5/19), the delivery driver came to New York and I spent several hours with him at the local DMV. When he arrived, all of the paperwork that I requested to be amended to be correct was not correct and ultimately, we were not able to register the vehicle. The car had to go back to Massachusetts. Several days later (8/7/19), a second delivery attempt was made with correct paperwork and the car was successfully registered. When the car was delivered to our home, there was noticeable damage to the rear driver-side bumper that was not present when we purchased the car. The driver stated to me that the damage had not happened during delivery and that it had probably occurred in the lot at the dealership. He advised that I contact the sales manager that I had been working with to get the bumper resolved.

I immediately took photos and sent these over to both the Customer Service representative that we had worked with as well as the Sales Manager *** who handled our purchase on 8/7/19. The Customer Service representative confirmed recepeipt of these photos and let me know that the Sales Manager would reach out to me on 8/8/19 when she was back in to work.

I did not hear from *** and followed up on 8/8/19 as well as today 8/13/19. I still have received no phone call and the dealership has made no attempt to contact me or to remedy the damage that was caused before we took deliver of the car.

I have repeatedly asked the business to stop calling me with sales pitches. They now are calling with unlisted phone numbers.
I purchased a car from the business in 2014. Since then I have received numerous sales calls and have asked each person I've talked to to be taken off their call list. My requests have been ignored and they've now switched to making 'unlisted' phone number calls so I can't block the business through my phone provider anymore.

Note: Northampton Volkswagen recently changed ownership. The new ownership is Country Nissan of Hadley, MA. Northampton Volkswagen is not registered with BB, but Country Nissan is.The complaint is in regard to the poor customer service I received, the point of sale, and additional insurance coverage. I have provided a supporting document that specifically outlines in my complaint in detail.Overall complaint: My gap insurance was not cancelled. It took weeks for a check to be sent to the bank and it was not for the correct amount. I was told that our monthly payment would be reduced when we cancelled our gap insurance, but the dealer told us that the finance manager was incorrect (she was fired).Product_Or_Service: 3/21/2013Account_Number: Deal No: 2015Desired SettlementI ask to be compensated for the following:oTo be refunded for the full amount of the gap insurance of $799.00.oMy loan to be rewritten and to receive the lower monthly payments as was outlined by [redacted] at the time of sale. oOne full year of free service from a mechanic or dealer of my choosing.Business' Initial Response [redacted], We are sorry to hear about your experience here at Northampton Volkswagen. However, I took the time to review your complaint. We did indeed cancel your GAP insurance for $699.00 which was the full amount you contracted for and we did not prorate the amount. We mailed the check for $699 to Citizens Bank on April 26, 2013. We are obligated to return the Gap insurance refund to the bank because there is still a lien on the vehicle. We did also mail you a copy of the check, if you have not received it, you are welcome to pick up a copy at Northampton Volkswagen at your own convenience. I apologize for the initial customer service; however I am pleased to hear that [redacted] was able to assist you. We value you as a customer and hope that we have demonstrated our commitment to you, and that you will trust us with your business in the future. Please feel free to contact us with any further questions you may have. Best Regards, [redacted] Northamtpon Volkswagen Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted],Yes, the gap insurance has finally been resolved. The time it took for this to be resolved was too long. I had to do all the leg work to ensure that the gap insurance was cancelled. Without my action, I hesitate to believe that the gap insurance would have been cancelled. And no, after having to go into the dealership multiple times (with a newborn) without resolution, it is not helpful nor easy for me to go back.In addition, the sale of my vehicle was rushed, the key was never ordered, an engine sensor has already needed to be replaced, and now I have to take in my car for another service appointment because the driver's window leaks when it rains. This is just unacceptable.I am very disappointed with the service I have received. With this said, I appreciate your sentiments, but these are not enough.Please provide some compensation (in writing), in addition to the free oil change I received from [redacted]. I don't believe this is too much to ask after all the mistakes that have been made and the time I have taken to rectify these issues.Thank you.Sincerely,[redacted]Business' Final Response Hi [redacted], Thank you for taking time to provide your input. I looked into your complaint and wanted to respond to your complaints. Your Gap insurance was cancelled, I apologize for the misunderstanding in the process to cancel your Gap; however, to show you we were sorry, we didn't pro-rate your Gap, we gave you a full cancellation amount that you had paid for it. You mentioned you didn't get your key; however, when I pulled your deal jack, I found the parts slip where you signed off on picking up your key that was promised to you on your WEOWE agreement. Also, you were looking for some compensation, as you stated, [redacted] already compensated you with a free oil change and a complete detail. We apologize that you had to be inconvenienced by having your engine sensor light replaced, however this was an unforeseen matter that came up with your car after your purchase that Northampton Volkswagen did not have control over. We apologize you didn't feel your experience was up to our standards; however, we feel we have addressed all of your concerns and have compensated you for what you feel was an inconvenience.Thank You, [redacted]

Note: Northampton Volkswagen recently changed ownership. The new ownership is Country Nissan of Hadley, MA. Northampton Volkswagen is not registered with BB, but Country Nissan is.The complaint is in regard to the poor customer service I received, the point of sale, and additional insurance coverage. I have provided a supporting document that specifically outlines in my complaint in detail.Overall complaint: My gap insurance was not cancelled. It took weeks for a check to be sent to the bank and it was not for the correct amount. I was told that our monthly payment would be reduced when we cancelled our gap insurance, but the dealer told us that the finance manager was incorrect (she was fired).Product_Or_Service: 3/21/2013Account_Number: Deal No: 2015Desired SettlementI ask to be compensated for the following:oTo be refunded for the full amount of the gap insurance of $799.00.oMy loan to be rewritten and to receive the lower monthly payments as was outlined by [redacted] at the time of sale. oOne full year of free service from a mechanic or dealer of my choosing.Business' Initial Response [redacted], We are sorry to hear about your experience here at Northampton Volkswagen. However, I took the time to review your complaint. We did indeed cancel your GAP insurance for $699.00 which was the full amount you contracted for and we did not prorate the amount. We mailed the check for $699 to Citizens Bank on April 26, 2013. We are obligated to return the Gap insurance refund to the bank because there is still a lien on the vehicle. We did also mail you a copy of the check, if you have not received it, you are welcome to pick up a copy at Northampton Volkswagen at your own convenience. I apologize for the initial customer service; however I am pleased to hear that [redacted] was able to assist you. We value you as a customer and hope that we have demonstrated our commitment to you, and that you will trust us with your business in the future. Please feel free to contact us with any further questions you may have. Best Regards, [redacted] Northamtpon Volkswagen Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted],Yes, the gap insurance has finally been resolved. The time it took for this to be resolved was too long. I had to do all the leg work to ensure that the gap insurance was cancelled. Without my action, I hesitate to believe that the gap insurance would have been cancelled. And no, after having to go into the dealership multiple times (with a newborn) without resolution, it is not helpful nor easy for me to go back.In addition, the sale of my vehicle was rushed, the key was never ordered, an engine sensor has already needed to be replaced, and now I have to take in my car for another service appointment because the driver's window leaks when it rains. This is just unacceptable.I am very disappointed with the service I have received. With this said, I appreciate your sentiments, but these are not enough.Please provide some compensation (in writing), in addition to the free oil change I received from [redacted]. I don't believe this is too much to ask after all the mistakes that have been made and the time I have taken to rectify these issues.Thank you.Sincerely,[redacted]Business' Final Response Hi [redacted], Thank you for taking time to provide your input. I looked into your complaint and wanted to respond to your complaints. Your Gap insurance was cancelled, I apologize for the misunderstanding in the process to cancel your Gap; however, to show you we were sorry, we didn't pro-rate your Gap, we gave you a full cancellation amount that you had paid for it. You mentioned you didn't get your key; however, when I pulled your deal jack, I found the parts slip where you signed off on picking up your key that was promised to you on your WEOWE agreement. Also, you were looking for some compensation, as you stated, [redacted] already compensated you with a free oil change and a complete detail. We apologize that you had to be inconvenienced by having your engine sensor light replaced, however this was an unforeseen matter that came up with your car after your purchase that Northampton Volkswagen did not have control over. We apologize you didn't feel your experience was up to our standards; however, we feel we have addressed all of your concerns and have compensated you for what you feel was an inconvenience.Thank You, [redacted]