Volkswagen North Scottsdale

Our family was forced into car shopping as our previous Volkswagon was totaled in a car accident. After calling around the Valley to get prices, I placed a call to North Scottsdale VW. Spoke with Nate and he promptly told me he would match the price I was given elsewhere. When I got to the dealership he put me in touch with David B[redacted] to finish the transaction. I can not say enough wonderful things about Dave and the experience we had at this dealership. No game playing, straight talk and reliable information. They do what they say. Dave went over all the details clearly and made sure we were comfortable with every step. We purchased the first car, then a few days later decided our family needs the 100% safety of being in a VW, so we traded in our other cars and rounded out the family in Jetta's. Our family motto is Volkswagon's for the win and Dave B[redacted] is OUR GUY. Thanks Dave, keep up the good work.

Thank you for allowing us this opportunity to address [redacted] complaint regarding her family’s 2007 Jetta.   As [redacted] indicates in her complaint, on or about August 8, 2012, she purchased a pre-owned, 2007 Volkswagen Jetta, which had approximately 82,206 miles at the time of purchase.  This vehicle was purchased “AS-IS”, without any original warranty remaining.  We advised [redacted] of her option to purchase an extended service plan for the vehicle.  She declined.  Approximately 4 months and 1,000 miles later [redacted] returned to our dealership to advise that the horn was inoperable.  We inspected the vehicle and found the horn inoperable due to a failed clockspring.  We advised [redacted] of the cost to repair.  She declined urging that we should repair the horn without charge to her.  As stated earlier, this vehicle was a pre-owned vehicle, being sold “AS-IS”.  For all Pre-owned vehicles we perform our standard inspection to ensure that the vehicle is road ready, however, we cannot determine if and when different parts may fail at some time in the future.   As [redacted] also indicates in her complaint, approximately one year and over 7,000 miles after she purchased the vehicle she returned to our facility advising that the vehicle was not shifting properly into gear.  We inspected the vehicle and determined that the transmission was slipping and recommended replacing the transmission.  We advised her of the cost associated with replacing the transmission; $5,978.  She declined.  In an effort to assist [redacted], we reduced the cost of the repair to $4,789She has not accepted the recent offer.  Subsequently, we have had several conversations with [redacted] regarding the transmission.    We have explained extensively that the vehicle was purchased “As-IS” without any remaining warranty from the manufacturer or extended service plan.  While we endeavor to exercise every standard of care when preparing a pre-owned vehicle for sale, it is impossible to determine what, if anything, may fail on a vehicle after a customer purchases it.   [redacted] also references an alleged transmission issue that the former owner may have experienced with the vehicle in 2009.  Our records indicate that when this issue was brought to our attention, we performed the necessary diagnostic tests and were unable to duplicate the concern.   The vehicle would have been covered by the manufacturer’s warranty and therefore if there was a condition present, the repairs would have been made.   While we understand that the replacement of a transmission may be a costly repair, [redacted] was given the opportunity to purchase an extended service plan, but she declined.  We have discounted the cost of the repair, of which she has yet to comment.  We believe we have extended a more than generous offer of good will to assist [redacted] with the repair.  If you need any additional information, please feel free to contact me. Thank you, Very Truly Yours,  [redacted] General ManagerVolkswagen North Scottsdale

This vehicle came in around 7:30 on 11/19 for a rattle concern. We could not duplicate the concern, so, [redacted] recommended that the customer go for a road test with a Technician to duplicate the concern. That evening, the client arrived and there were no Technicians here, so, [redacted] went for a road...

test and heard a slight rattle that sounded like change rattling. The client requested that the vehicle stay here so that we could look into it further, so, we kept the vehicle here and the client was in a loaner. On, or around Friday November 22nd, before I was leaving for vacation, I questioned [redacted] on this RO as they were now in a loaner for several days. He informed me that we could not duplicate the concern. That is when I told him to have the client duplicate the concern, or get him out of our loaner. When I returned on December 4th, I was surprised to see that the loaner was still out. That is when [redacted] told me that he had called 3-4 times to have the client to pick up, and the client was asking us to keep the vehicle so that we can fix it. [redacted] now states that he also had a conversation with Monique at VW customer care, and it was her opinion that Mr. [redacted] was trying to get out of the vehicle.  Mr. [redacted] picked up on 12/05/13. He was in the loaner from 11/19-12/05. His vehicle probably sat here for no reason.  The final repair order states that we made no repairs.

This dealership is not being truthful. I did report the missing items, I have a voice message from the service manager on one of them indicating he would look at camera footage to see if they could find the person who stole the items. I never heard back from them. Mr. P[redacted] did indicate they were able to duplicate the issue, but they felt is was a similar issue with all Touareg's thus was a common defect and could not be corrected. I can't imagine a vehicle losing $4000 in value between my conversation with Mr P[redacted] and 2 weeks when I called to accept his initial offer. He is now offering even less. I am not concerned with the blue book value and Mr P[redacted] making additional money of another transaction with me. I am concerned that he and his dealership make this right. He is my advocate with VW. I am losing now over $14,000 on the transaction if I accept his current offer. I am merely a consumer. VW Scottsdale is a business with a lot more financial resource than I. They should at a minimum meet me half way, not attempt to make additional profit from an unsatisfied consumer. I reject their self serving offer at resolution.

Mr. [redacted]'s complaints and requests that pertain to the vehicle need to be directed toward the manufacturer.  VWNS has gone...

above and beyond to help facilitate a resolution.  VWNS had VW of A send in their Quality Technical expert and had a VW Master Technician drive the vehicle for a number of days, both of which were unsuccessful in finding any issue with Mr. [redacted]'s vehicle.  The end result is VW of A and VWNS denying this claim.  
VWNS did agree to buy Mr. [redacted]'s vehicle back as an outright purchase.  When an initial offer was made, $40,000 was the dollar amount.  Mr. [redacted] chose not to accept the offer at the time.  Vehicles do not hold value, vehicles of higher value depreciate very quickly as such Mr. [redacted]'s vehicle continues to lose value and VWNS cannot honor initial offer. 
 
Attached is a current "Kelly Blue Book" evaluation for Mr. [redacted]'s Touareg.  A dealer purchases vehicles at "auction value", which is $33,903 for this vehicle.  In an effort to again go above and beyond, VWNS will purchase Mr. [redacted]'s vehicle for $36,000 (offer valid until 6/30/2016). 
 
This is the first we have ever heard of any missing items.  When Mr. [redacted] left his vehicle with VWNS, he was informed to remove all items as VWNS will not be responsible for any personal items.

I am VERY DISAPPOINTED in this dealership. My husband and I bought a used truck from this dealership; we were assured over and over what great condition the truck was in, were told that we were going to love it, and were convinced that nothing was wrong with it. However, after driving the truck for TWO DAYS, the “check engine” light came on, and the truck ended up needed almost $1,100 dollars worth of work — a new radiator and new engine coolant sensor, among other things. We requested that the dealership pay for the repairs, but they refused.

After arguing with the service manager, the dealership agreed to pay half (at least they paid for something, although I still believe they should have paid for the full repair bill). In order to get the reimbursement, I scanned and emailed a copy of the receipt from the repair shop, but it took the dealership over THREE WEEKS to have the checked mailed out (I had to send two reminder emails). Overall, I am very disappointed. We will not be buying from this dealership again.

If a client walks into VWNS and wants to buy an advertised vehicle, we sell it, no matter how many other sales people may have clients in negotiation stage.  If the client is out of state or unable to come in, we will hold a vehicle with a signed purchase agreement and deposit. ...

Often a car will sell while others clients may be thinking or negotiating price.  When this happens, we always try to find an alternative vehicles that is closely equipped and priced.  However, with pre-owned vehicles, no two are the same.  At the time of this complaint, unfortunately we did not have a better alternative than what was offered.

On August 9th, 2012, we sold a 2007 Volkswagen Jetta, VIN[redacted], to [redacted]. The vehicle had 82,206 miles on it. At that time, our client had the opportunity to purchase an extended warranty to cover the vehicle against mechanical breakdowns. As part of the documentation for this...

car deal, we have a signed document where Mr. Van Slyke declined this coverage. On 12/17/2012, at 83,181 miles, the vehicle returned to our service department with the concern of the horn not working. We diagnosed a failed clock spring in the steering column with a repair estimate of $445.00. The client requested that we cover the cost of this repair. As the vehicle was sold “AS-IS” and it was now 4 months and 975 miles later, Volkswagen North Scottsdale determined that this was the clients responsibility and declined to do the repair for free, as requested. The client declined the repairs and took the vehicle. On 6/17/2013, at 87,871 miles, the client brought this vehicle in for the concern of, A/C does not blow cold. The service department determined that the Freon level was a little low. As part of the diagnosis, we recharged the A/C system and did not pass along the expense to the client, and so, the A/C was repaired for free. On 8/26/2013, at 89,910 miles, the client brought in their vehicle for the transmission shifting hard in all gears, and the right rear taillight not working. We diagnosed the vehicle to need a tail lamp bulb and a new transmission. The reason for the need to replace the transmission is there was a code PO735. This code represents an internal failure of the transmission that causes slipping (loss) of 5th gear. The client was presented with an estimate of $5,978 to replace the transmission. The client requested assistance with the cost of the repairs from Volkswagen North America, and/or Volkswagen North Scottsdale.  Volkswagen North America was contacted, on their behalf, and it was decided that Volkswagen North America would not assist financially due to the age and mileage on the vehicle. The Volkswagen warranty had expired approximately 1.5 years and 29,000 earlier.    We at Volkswagen North Scottsdale felt that we were not legally, morally, or financially responsible as the vehicle was sold in good faith, was driven for 7,700 miles with no transmission issues, and the client decided to NOT purchase the added coverage offered at the time of sale that would have covered this repair. Even though we felt we were not responsible, we offered to replace the transmission at a discounted price of $4,789. A savings of $1,189, as a gesture of customer goodwill. On 11/14/2013, [redacted], Service Manager, Met with [redacted] and [redacted] to discuss the questions and concerns with the clients and their vehicle. During that meeting there was a lot of discussion regarding the history of the vehicle, and history of Volkswagen transmission issues. During that discussion, Lissette admitted to [redacted] that she knew that this was a bad situation due to the cost of the repair. She stated that she knew there was no way that Volkswagen North Scottsdale could have foreseen this failure, but, still insists that someone pay for the repair. The bottom line is that this is an expensive repair, and this creates a difficult financial situation for the client. It is not the responsibility of Volkswagen North America, nor Volkswagen North Scottsdale to repair this vehicle. This is the client’s vehicle and the client’s responsibility to maintain and repair it. The discounted repair of $4,789 still stands if the client chooses to accept it.

Chad H[redacted] (sales manager) has been in contact with the client since 9/15 and since resolved all the issues.  I have authorized a concession of first payment reimbursement.  The fault was definitely on the dealership and we apologize immensely.  All should be good going...

forward but if there is anything I can do, please contact me directly.  [redacted]Attached is the funding notification verifying everything is complete.
 
Thank you!
Chris P[redacted]
General Manager
VW North Scottsdale

thank you- I really want the original paperwork for my records. I was told they would be sent to me. This is a large item to finance and I want all the paperwork as proof of the contract. Once received this should be resolved.

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]I am not satisfied with the dealerships response. There has yet to be a solution. I took the vehicle to another place to have a full diagnostic work up on the transmission. It came back that the entire transmission does NOT need to be replaced. The valve body inside the transmission has gone bad and needs to be replaced. This shows that the dealership is trying to make an extra dollar selling the entire transmission instead of putting in the work to only replace the bad part. The dealership quoted replacing the entire transmission for $5,978. They then said they would honor a discount of $1,189. Bringing the entire transmission replacement to $4,789. Coincidentally the "valve body" that needs to be replaced is $1,152.80 quoted by [redacted] the service manager. Therefore with the dealerships discount being offered, the valve body should be replaced at no charge.

Best Regards,[redacted]

All copies of signed documents were given to [redacted] (co-buyer) when she took delivery of the vehicle.  I can request the deal from off-site storage and send photocopies and upload here or send via email.  Please advise a preference.
I can always be reached by phone at [redacted] or [redacted]
 
Thank you
Chris P[redacted]
General Manager

Review: On August 8, 2012, I purchased a used 2007 Jetta Wolfsburg Edition from your VW of North Scottsdale dealership in Scottsdale, AZ . The vehicle had 82,206 miles on it when I took over ownership . After months of research looking for a safe and reliable car, my husband and I decided a VW Jetta would be the perfect car for my 18 year old son's first car. Shortly after our purchase, this Jetta has been everything but safe and reliable.

When we took the car to the motor vehicle division for my son's license exam,we first learned that the horn was inoperable. The mileage on the car at this time was 83,181. Not many people think they need to honk the horn to see if it works when purchasing a car from a dealership . I would expect to find small things that don't work later on down the road if I bought the car through a private party. Definitely did not expect this from the VW brand. We brought this into the VW dealership and they were not willing to resolve this problem without charging us for something that was overlooked in the safety inspection before selling the vehicle. My son was unable to even proceed with his license exam because the horn being inoperable was a safety issue .

After only driving 5,000 miles, the odometer read 87,274, a tire blew out and needed to be replaced. Luckily no one was injured when this happened. When I towed the vehicle to the tire shop, they showed me the tires and informed me the other three tires were not safe to drive on and that the car now needed 4 new tires. Therefore I purchased the tires because I needed to be confident my son was safe driving this car.

13 months after purchasing this vehicle, the car wasn't shifting properly. This was only noticed after my son, who was accompanied by his friends, accelerated to switch lanes and the gears did not engage. Therefore he almost hit the car next him and swerved to avoid collision. After that scary moment, he was able to get home and informed me of the problem. Thankfully nobody was hurt. It could have turned out much worse than it did. We brought the vehicle back into VW of North Scottsdale and was told that the transmission was bad and needed to be replaced for $5,989. It might be acceptable for a car to possibly have transmission problems after 100,000 miles, but that was not the case here. My son had only driven 7,013 miles in that 13 months since time of purchase. The odometer read 89,219 when we brought it to VW of North Scottsdale.

During our time at VW, we dealt with the Service Manager Doug Attig. He stated he understood our concerns and would look into the transmission problem. He also agreed the car was not safe to drive home, so we all agreed to leave it at the dealership on November 14, 2013 while they looked over the car and looked into a resolution.

We continued to have dialogue through e-mail and he informed us that there was only a recall on the valve body but not this particular transmission. He stated the valve body quoted at $1,152.80 but after labor and "required miscellaneous parts," it would total $2,100. This would have been covered by VW if that had been the only issue. He stated since the whole transmission needed to be replaced, the valve body would be part of the new transmission. He also quoted the estimate for replacement of the transmission is $5,978. After speaking with other people in the company, he was only able to offer a gesture of goodwill discount of $1,189. This is hard to grasp seeing we paid $12,999 for the car.

I find this interesting because the recalled valve body that would have been covered by the recall was $1,152.80. Here's the big concern I have and the reason for this e-mail. I feel this issue could easily be resolved by your company and replace the transmission at no charge to us, the customer. On November 12, 2009 the previous owner brought the vehicle in with concerns of the transmission. The previous owner complained that the transmission was clunking and/or jerking in reverse and first gear. This issue was never fixed because the concern was never duplicated nor was there a trouble code. The problem I have with this is that the transmission was covered under the warranty at the time the issue was first presented. Your dealership chose not to investigate this safety concern further.

There have been many safety issues with the vehicle since the time of purchase. No one should ever expect this from a very reputable brand such as VW. One of the values your company expresses is Safety. It is stated on your company's website "Safety isn't just important to us. It's important to everyone. Every Volkswagen is engineered to keep our drivers safe no matter where life leads them." I truly believe when you assumed the new responsibilities as President and CEO in October of 2010, safety became a top priority for you. I also believe when opportunity presents itself to turn a negative into a positive, you would jump at the chance to make things right. I think you would also agree with me, from your experience in marketing, that the one of the best marketing tools come from those who walk and talk. And we both know a happy consumer tells their friends and family, but an unhappy consumer goes out of their way to tell everyone.

Desired Settlement: The point I'm trying to make is that we both believe in safety. I believe you and your brand will seize the opportunity to make this right. I look forward to speaking with you about this issue sooner rather than later. Attached you will find the conversation we had with your Service Manager at VW of North Scottsdale. At this time the vehicle is unsafe to drive and remains at your dealership until the matter is resolved. I look

forward to hearing back from VW of North Scottsdale letting us know we can pick up a safe vehicle to return to my son.

Business

Response:

On August 9th, 2012, we sold a 2007 Volkswagen Jetta, VIN[redacted], to [redacted]. The vehicle had 82,206 miles on it. At that time, our client had the opportunity to purchase an extended warranty to cover the vehicle against mechanical breakdowns. As part of the documentation for this car deal, we have a signed document where Mr. Van Slyke declined this coverage. On 12/17/2012, at 83,181 miles, the vehicle returned to our service department with the concern of the horn not working. We diagnosed a failed clock spring in the steering column with a repair estimate of $445.00. The client requested that we cover the cost of this repair. As the vehicle was sold “AS-IS” and it was now 4 months and 975 miles later, Volkswagen North Scottsdale determined that this was the clients responsibility and declined to do the repair for free, as requested. The client declined the repairs and took the vehicle. On 6/17/2013, at 87,871 miles, the client brought this vehicle in for the concern of, A/C does not blow cold. The service department determined that the Freon level was a little low. As part of the diagnosis, we recharged the A/C system and did not pass along the expense to the client, and so, the A/C was repaired for free. On 8/26/2013, at 89,910 miles, the client brought in their vehicle for the transmission shifting hard in all gears, and the right rear taillight not working. We diagnosed the vehicle to need a tail lamp bulb and a new transmission. The reason for the need to replace the transmission is there was a code PO735. This code represents an internal failure of the transmission that causes slipping (loss) of 5th gear. The client was presented with an estimate of $5,978 to replace the transmission. The client requested assistance with the cost of the repairs from Volkswagen North America, and/or Volkswagen North Scottsdale. Volkswagen North America was contacted, on their behalf, and it was decided that Volkswagen North America would not assist financially due to the age and mileage on the vehicle. The Volkswagen warranty had expired approximately 1.5 years and 29,000 earlier. We at Volkswagen North Scottsdale felt that we were not legally, morally, or financially responsible as the vehicle was sold in good faith, was driven for 7,700 miles with no transmission issues, and the client decided to NOT purchase the added coverage offered at the time of sale that would have covered this repair. Even though we felt we were not responsible, we offered to replace the transmission at a discounted price of $4,789. A savings of $1,189, as a gesture of customer goodwill. On 11/14/2013, [redacted], Service Manager, Met with [redacted] and [redacted] to discuss the questions and concerns with the clients and their vehicle. During that meeting there was a lot of discussion regarding the history of the vehicle, and history of Volkswagen transmission issues. During that discussion, Lissette admitted to [redacted] that she knew that this was a bad situation due to the cost of the repair. She stated that she knew there was no way that Volkswagen North Scottsdale could have foreseen this failure, but, still insists that someone pay for the repair. The bottom line is that this is an expensive repair, and this creates a difficult financial situation for the client. It is not the responsibility of Volkswagen North America, nor Volkswagen North Scottsdale to repair this vehicle. This is the client’s vehicle and the client’s responsibility to maintain and repair it. The discounted repair of $4,789 still stands if the client chooses to accept it.

Business

Response:

Thank you for allowing us this opportunity to address [redacted] complaint regarding her family’s 2007 Jetta. As [redacted] indicates in her complaint, on or about August 8, 2012, she purchased a pre-owned, 2007 Volkswagen Jetta, which had approximately 82,206 miles at the time of purchase. This vehicle was purchased “AS-IS”, without any original warranty remaining. We advised [redacted] of her option to purchase an extended service plan for the vehicle. She declined. Approximately 4 months and 1,000 miles later [redacted] returned to our dealership to advise that the horn was inoperable. We inspected the vehicle and found the horn inoperable due to a failed clockspring. We advised [redacted] of the cost to repair. She declined urging that we should repair the horn without charge to her. As stated earlier, this vehicle was a pre-owned vehicle, being sold “AS-IS”. For all Pre-owned vehicles we perform our standard inspection to ensure that the vehicle is road ready, however, we cannot determine if and when different parts may fail at some time in the future. As [redacted] also indicates in her complaint, approximately one year and over 7,000 miles after she purchased the vehicle she returned to our facility advising that the vehicle was not shifting properly into gear. We inspected the vehicle and determined that the transmission was slipping and recommended replacing the transmission. We advised her of the cost associated with replacing the transmission; $5,978. She declined. In an effort to assist [redacted], we reduced the cost of the repair to $4,789She has not accepted the recent offer. Subsequently, we have had several conversations with [redacted] regarding the transmission. We have explained extensively that the vehicle was purchased “As-IS” without any remaining warranty from the manufacturer or extended service plan. While we endeavor to exercise every standard of care when preparing a pre-owned vehicle for sale, it is impossible to determine what, if anything, may fail on a vehicle after a customer purchases it. [redacted] also references an alleged transmission issue that the former owner may have experienced with the vehicle in 2009. Our records indicate that when this issue was brought to our attention, we performed the necessary diagnostic tests and were unable to duplicate the concern. The vehicle would have been covered by the manufacturer’s warranty and therefore if there was a condition present, the repairs would have been made. While we understand that the replacement of a transmission may be a costly repair, [redacted] was given the opportunity to purchase an extended service plan, but she declined. We have discounted the cost of the repair, of which she has yet to comment. We believe we have extended a more than generous offer of good will to assist [redacted] with the repair. If you need any additional information, please feel free to contact me. Thank you, Very Truly Yours, [redacted] General ManagerVolkswagen North Scottsdale

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]I am not satisfied with the dealerships response. There has yet to be a solution. I took the vehicle to another place to have a full diagnostic work up on the transmission. It came back that the entire transmission does NOT need to be replaced. The valve body inside the transmission has gone bad and needs to be replaced. This shows that the dealership is trying to make an extra dollar selling the entire transmission instead of putting in the work to only replace the bad part. The dealership quoted replacing the entire transmission for $5,978. They then said they would honor a discount of $1,189. Bringing the entire transmission replacement to $4,789. Coincidentally the "valve body" that needs to be replaced is $1,152.80 quoted by [redacted] the service manager. Therefore with the dealerships discount being offered, the valve body should be replaced at no charge.

Best Regards,[redacted]

Integrity score: A+, far exceeds, and 100% trustworthy. My experience with the service department was top notch. I had a major issue and John Thames (service consultant) took ownership of my problem and saw that the car was in proper, safe working order before handing me the keys. The price of trust is hard to quantify, however, the result of trust will be repeat business. The car runs perfectly now & thanks again for making me a raving fan!

Only if I could I would give ZERO stars!For those that are interested in buying or even leasing any kind of vehicle from them as any person considering VW should seriously re-consider this specific dealership especially VW N Scottsdale!I purchased a certified pre owned 2013 VW CC (very low miles) as most of you know any Vehicle that's CPO it needs to pass safety Inspection in order to be certified and whatever is wrong with a car needs to be fixed first.Prior buying the car I requested detailed paperwork on work that was done on the car prior having it certified.Long story short on my way home from a dealership less than an hour after I bought it the car had already issues.Once I got home I immediately called the dealership and started looking though CPA documents that I requested.Issues that the car had was the same issues that dealer reported upon safety Inspection but supposedly fixed them all prior listing it as CPA (there was also electrical issues with a car that I discovered same night) and now here's a thing either A-whoever at the dealer performed safety inspection prior certification either didn't fixed the problem but marked it as fixed and GM of Vw Scottsdale signed it off or B-they fixed (or thought they fixed the issue) but the problem reoccured and here we run into another issue-By law if you buy certified pre owned vehicle from a dealer and the vehicle has some kind of issue dealer has only 3 attempts within 30days to fix the issue and if they are unable to fix it or the problem reoccurs again within that 30 day timeframe it automatically is considered as LEMON TITLE READ AS SALVAGE TITLE meaning your "brand new"car is worth way less than what you paid!Since it was the second time that the issue reoccured and and the previous attempts of fixing it by the dealer was unsuccessful it got me really worried especially when I asked if it will be covered under Warranty if it breaks again for the third time since this is a second time that they are fixing the problem within 30 days (I knew when the CPO inspection was done as it says on the paperwork and it was all within 30day mark)GM said that if the issue comes back it will be covered under warranty but when I requested that to be put on paper he refused to do so)..GM agreed that they dropped the ball which from what I've heard from one of the Vw workers issues like that happen and before it happened to me they recently had a similar issue (CPA car with unfixed issues being sold to a buyer)so the GM told me to come in so someone from the VW service can look at it.Anyways Next day in the am I brought the car to a service dept where I left the car there to be checked out and re inspected again explained to GM of VW Scottsdale that I'm very unhappy with my purchase as I haven't even got to enjoy my car for a day he said that it shouldn't take more than a day or so and it will be all fixed.At the end of a day I receive a call from a service dept and they told me that my car will be ready in 6 days so I called the GM again as I was very frustrated that I just bought this car and now I can't even drive it and explained to him that I'm very worried as this car was so close to be lemon title since this issue is reoccurring for the second time anyhow GM told me that I I can return the car back to which I agreed as I wasn't feeling comfortable with it after what happened and manager refusing to put on the paper that if the issue comes back it will be covered under limited warranty that I had when bought this car plus every person that I spoke with kept saying different things and in general I just didn't feel and trust VW Scottsdale anymore.Next day I came back with a documents and additional key to reverse the bill of sale on internal paperwork that was for canceling the deal the dealer lied and stated that "customer backed out" where in reality I didn't backed out I was just sold a car that was very much not as advertised with existing issues that were never fixed!!GM of VW is a JOKE-after couple of emails and few phone calls he would not talk to me directly instead he was using his sales person that didn't really know what's going on as his middle man.Very unprofessional.To support all of this I have a documentation as I took the pics of everything since every person that GM told me to talk with gave me a different answers.Seriously choose a different dealership to purchase your vehicle as if anything goes wrong they won't fix it or make it right.Chris P[redacted]-I don't know how you run your business but your business ethics and how you operate your dealership sucks!

Review: I purchased a 2015 Volkswagen Touareg from VW Scottsdale 1 year ago. The vehicle has several product quality issues that should be replaced or corrected under warranty. 1. the transmission does not shift properly. It has trouble deciding which gear to shift into, mostly in slow to middle speed traffic conditions. At times the transmission "clunks" and jerks forward or slows the car down when attempting to shift up or down. The car has died on the freeway twice now requiring me to shut off my car and start it back up to get it running again. 2. the "infotainment" system does not run properly or reliably. I actually had a fender bender because the backup camera shut off as I was backing up. the system takes 3-5 minutes to boot up and run properly. Even after this long boot up process it stops working intermittently while driving, I have to shut the car off and restart to get it working again.

I have had my car in 4 times for service to resolve these issues. I have been told to buy "better" premium gas, even to follow a gas truck to ensure I am getting gasoline with enough quality for a VW. I was also advised to disable my ** radio to help the infotainment issues.Desired Settlement: I am asking that VW Scottsdale either repair or replace the transmission and all related components. I would like to be able to drive my car without the concern of IF the car will shift or not. The car should shift as expected with any car. I would also like the infotainment system replaced or fixed so it does not stop working intermittently and to be usable before the 5 minute boot up period. Most car the audio/backup camera/GPS system is usable within a few seconds.

Business

Response:

I am currently working with Mr. [redacted] to find a resolution.

Review: On December 22, 2013, I went to the website of this dealer and found a VW Passat which was exactly what we wanted. It was listed at 18,899. It stated to make an offer, push a button. I did push the button and made an offer of 18,000, explaining we were pre-approved. On December 23, 2013 at 7:51am I received 2 emails from [redacted]. The first saying he wanted to work with me and the second wanting to verify that I received the first one. Both were e-mailed at 7:51 am. At 9:13 am, on the same day, I received a phone call from Mr. [redacted]. He asked what I wanted to know and I said I wanted to know if they would accept my offer, I explained to Mr [redacted] that I had a live check from my credit union, that I had no trade-in and that I would be flying into Phoenix to pick it up. He said "We do not do business like that", referring to negotiating on the price of the car even though the website offered that option. He offered to take off the warranty to reduce the price...that was not acceptable. He offered to see if they could lower the interest rate. Once again I referenced to him that I was already pre-approved and had a check from my credit union in hand and that I already had a low interest rate. After a bit more discussion, he said he would e-mail me with their best price and best interest rate. I agreed and began to wait for the promised e-mail. This was at 9:25 am on December 23, 2013. I waited all day...no e-mail. I phoned Mr [redacted]s "direct" phone number at 4:30pm and was transferred to voice mail I left a message with no response. I then called about 5:30 pm and asked to speak to a manager. I was told the manager was [redacted]. After a wait, a person came on and told me his name was Van. He took the information down and called me back a few minutes later. He told me that the car was sold to someone else today. I said Prior to my conversation with Mr. [redacted]? I was in an active negotiation on the car! He did not know the time in which the car was sold, but offered an identical car with 5000 miles less on it but the cost would be 20,000, which is 2000 more than our offer and 1200 more than the price of the car we were negotiating on. The only difference he explained in the two models was the mileage, 5000 miles does not warrant this amount of change in the price of the car. He further explained that the car has been with the dealership for a while now and that he needed to move it and that if they had to send it to auction they would loose a lot more money on the car rather than selling it to a customer. I feel that this was unethical to sell the car from under us when we were actively negotiating for the purchase of this vehicle. Then to offer a car that Van said "It is the exact same model with 5K less miles", for 1200-2000 more than the car we put an offer on. He then tried to offer a lower interest rate, that he could not possibly commit to over the phone with out even knowing our financial standings or credit history.Desired Settlement: We would expect that the dealer offer a comparable vehicle for the same price at which was originally being negotiated, not 1200 - 2000 more.

Business

Response:

If a client walks into VWNS and wants to buy an advertised vehicle, we sell it, no matter how many other sales people may have clients in negotiation stage. If the client is out of state or unable to come in, we will hold a vehicle with a signed purchase agreement and deposit. Often a car will sell while others clients may be thinking or negotiating price. When this happens, we always try to find an alternative vehicles that is closely equipped and priced. However, with pre-owned vehicles, no two are the same. At the time of this complaint, unfortunately we did not have a better alternative than what was offered.

Review: I've had a multitude of issues with my golf. I took it into this dealership for service regarding some squeaks and rattles.

Brought the car in on the 19th - [redacted] called and said they could not duplicate the issue

I drove to the dealership and spoke with [redacted]. He agreed to do a ride along. He heard the rattle and said that it would be fixed, so I left my car at the dealership.

I made a call on the 22nd to check the status - told they were still working on it.

I made a call on the 23rd to check the status.

Got a call from [redacted] December 4th saying that they did nothing to the vehicle and that it was ready for pick up.

I dont understand why there was no contact with me from Novemeber 23 to Decemeber 4th.

I called VW America to file a complaint and the management at VW north scottsdale made claims that they contacted me. But that is not the case.

I'm trying to understand why the situation was handled as it was. [redacted] told me when we did the ride along that he would fix the noise that we heard when I did the ride along. So why did he then call me almost two weeks later and say that their were no noises and they made no repairs.Desired Settlement: I want your service department to be improved. I also want to make sure that the service advisor and service manager are on the same page. The service manager communicated things to Volkswagen customer service that were completely incorrect. If there are no noises then why did you keep the car? Why did I have to initiate communication and status checks with the dealership? Why wasn't I followed up with?

Business

Response:

This vehicle came in around 7:30 on 11/19 for a rattle concern. We could not duplicate the concern, so, [redacted] recommended that the customer go for a road test with a Technician to duplicate the concern. That evening, the client arrived and there were no Technicians here, so, [redacted] went for a road test and heard a slight rattle that sounded like change rattling. The client requested that the vehicle stay here so that we could look into it further, so, we kept the vehicle here and the client was in a loaner. On, or around Friday November 22nd, before I was leaving for vacation, I questioned [redacted] on this RO as they were now in a loaner for several days. He informed me that we could not duplicate the concern. That is when I told him to have the client duplicate the concern, or get him out of our loaner. When I returned on December 4th, I was surprised to see that the loaner was still out. That is when [redacted] told me that he had called 3-4 times to have the client to pick up, and the client was asking us to keep the vehicle so that we can fix it. [redacted] now states that he also had a conversation with Monique at VW customer care, and it was her opinion that Mr. [redacted] was trying to get out of the vehicle. Mr. [redacted] picked up on 12/05/13. He was in the loaner from 11/19-12/05. His vehicle probably sat here for no reason. The final repair order states that we made no repairs.