ComplaintsforEsserman International Acura/VW

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  My 2021 VW iD4 Pro S vehicle was towed to the ***** ***************** following an incident where my wife was driving the vehicle in traffic when, on its own, the vehicle suddenly hard-braked and an error popped up saying "electrical system not working correctly. safely stop the vehicle!" However, she had no time to safely stop the vehicle as it hard-braked at the same time the error appeared. Luckily, no one crashed into her and she was not injured.This was a very serious vehicle error that could have led to a deadly accident. Unfortunately, ***** ************** has not taken the issue seriously. From the vehicle ***ort, all that was done was the errors were reset instead of actually investigating why this very scary malfunction happened. ****** *****, the *** i am dealing with, then called me and told me i have two options: i can either pick up my car and bring it back if it happens again or i can let the technician drive it home and see if the error happens with him. I did not feel comfortable with either option, but ended up going to pick up the vehicle. As soon as i got in the car, i got another error message and when i pointed it out to ******, he said "you're the one who didnt want to let us drive it more." I told him i was not going to take the risk of driving this car home. Looking back at the ***ort, all they did was erase evidence of the error instead of investigating why this very serious malfunction occurred. My vehicle is still in their shop but I have not heard back from them about any further investigation into what caused this dangerous issue.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  They were supposed to send someone to my house to install door guards , I paid $500 extra 10 months later & 20 phone calls nothing

  Customer response

  11/04/2024

  They will not answer. I want a negative result on their rating. I will file in small claims court

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Just over a year ago I was at ***** Volkswagen to purchase a Certified Pre-Owned VW Arteon that belonged to the Financial director of this dealership. The sales person, ***** ***** ******** was the one that helped me and assured me the car did have both keys, something that I repeatedly asked given the cost for a new key. Recently, after having an issue with my key, when time came to use my spare key I found out that the second key given to me DOES NOT belong to my car, also creating a huge inconvenience and having to have the car towed back to my house until the original key was operational again. After several attempts to reach ***** at the dealer and through her cell phone leaving her several voice msgs and txt msgs without any reply, I reached out to the sales manager ******* ******, which only replied after I edited my 5 start ****** review to a 1 star, asking me to email him more info that he would take care of it. Several emails were sent also w/out reply, until last Sunday when I decided to drive 45 mins to the dealer and talk to him in person. He was not there and only today I was able to get him on the phone, just to hear that there was nothing he could do at this time. Now, I was sold a certified pre-owned car WITH 2 KEYS, and would like to have that, and not a second random key. Kindly help resolve this issue. Thank you very much.

  Customer response

  10/02/2024

  Any reply from business? Thank you.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  Me and my wife went to this dealership nd wasted our time , they tried to scam us until the last minute , after the price out the door was already settle with sales person *******(not professional), finance person Australian male cant remember his name , leave the office nd come back with another guy to say that after they ran my wifes credit and was approved the dealer manager didnt approved of the price we greed , ll this after being approved for finance and after 2 hours of negotiations, DO NOT BUY HERE! If you do you will be scammed , do your math well :)

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Just over a year ago I was at Doral Volkswagen to purchase a Certified Pre-Owned VW Arteon that belonged to the Financial director of this dealership. The sales person, ********************* ******** was the one that helped me and assured me the car did have both keys, something that I repeatedly asked given the cost for a new key. Recently, after having an issue with my key, when time came to use my spare key I found out that the second key given to me DOES NOT belong to my car, also creating a huge inconvenience and having to have the car towed back to my house until the original key was operational again. After several attempts to reach ***** at the dealer and through her cell phone leaving her several voice msgs and txt msgs without any reply, I reached out to the sales manager ***************************, which only replied after I edited my 5 start ****** review to a 1 star, asking me to email him more info that he would take care of it. Several emails were sent also w/out reply, until last Sunday when I decided to drive 45 mins to the dealer and talk to him in person. He was not there and only today I was able to get him on the phone, just to hear that there was nothing he could do at this time. Now, I was sold a certified pre-owned car WITH 2 KEYS, and would like to have that, and not a second random key. Kindly help resolve this issue. Thank you very much.

  Customer response

  09/17/2024

  Hello, thank you very much for the prompt reply. The business is still there. I will attache the purchase invoice as well as the business card for the sales manager and their contact info bellow:

  Departments: Doral Volkswagen
  *************************** (Sales Manager)
  Address: *****************************************

   Phone: **************

  Than k you!
  

  Customer response

  09/17/2024

  Hello, thank you very much for the prompt reply. The business is still there. I will attache the purchase invoice as well as the business card for the sales manager and their contact info bellow:

  Departments: Doral Volkswagen
  *************************** (Sales Manager)
  Address: *****************************************

   Phone: **************

  Than k you!
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Towards negotiations to lease a VW ID.4 I provided the sales person ****** my budget and my credit score. Sales manager ***************************** got involved and shook hands with me saying they were going to make it happenThats when I proceded to go ahead and get auto insurance policy with the help of an insurance agent over the phone. I must mention the agent was referred by the sales agent ******.Then came the Finance representative *************************** whom, after quite some time of wait, advised that the lease was not approved. That he was going to continue to try other sources but that the payment would never be what I had negotiated Obviously, I did not agree and headed out, but before I left I asked about the insurance policy and they advised I should just be able to cancel it.Well thats not the case, the insurance company is requesting a letter from the dealer confirming I did not take the car out. Its been a week and they have not provided the letter. I have sent various emails, the insurance agent even created a template for them to sing and return, I have called numerous times and get put on hold then sent to a voicemail. I left a voicemail asking for help and for my drivers license that was left there. Im reporting this business because they ran my credit knowing that I would not get the deal we had negotiated and now are neglecting to provide information requiered to cancel the insurance policy for a car that I did not get.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a vehicle from this Volkswagen dealership. The vehicle was a NEW 2024 Volkswagen Jetta vin number ***************** the vehicle is operated with a manual transmission. From the day I purchased it there was a plastic like burning smell when I used the clutch. I was sure it was just a matter of the car being new given it's a brand new car from the dealership. The car only had 1588 miles when it finally broke down. Turns out they sold me a car with a burned clutch and that was the origin of the smell. I had the car sent to multiple Volkswagen dealerships and updated the same dealership I purchased the car from. I couldn't send it to the dealership of which I purchased the car from do to it being to far from where I live. Both dealerships I brought it to would not fix the malfunction and said 'because it was apparently a burned clutch and the operator is responsible for wear and tear on a clutch'. I find such a remark to be insulting, misleading, dishonest, irresponsible and cynical. Obviously a car that broke down after 1 month of use is not my doing. I contacted corporate as well they couldn't help me and said the trust the dealerships. Do to lack of cooperation on the end of the dealerships and corporate Volkswagen. Eventually I had to take it to a private transmission shop and get it fixed for thousands of dollars. I uploaded the receipt to my complaint. The car was malfunctioning before it broke down. I did not abuse or neglect the car, the car was sold with a burned clutch. I did not bring the car in do to my rational and reasonable conclusion that the burning smell is just do to the car being new. The last thing I would suspect is that a new car has a burned clutch. And it is not my responsibility do detect and diagnose such issues. But rather their responsibility to sell cars that are properly working especially if the car is brand new. Best wishes

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Account # ********** Date: 1/5/2024 & 2/1/2024 I have a 2023 Volkswagen Atlas Cross Sport and it the brakes started making noises if the car sat for too long. The noise eventually goes away but it's guaranteed to come back if it sits for too long. However being that it is still considered a new car and under warranty, I decided to take it to the dealership where I purchased the car and have it looked at. My first visit resulted in them not being able to replicate the issue so they sent me on my way. At this point, I decided to record the noise which I had them hear and have them keep my car over night to guarantee it making the noise from sitting so long. This time, they were able to replicate the issue but would still not fix it. They said it was normal for "some" but not all Cross Sports to make this type of noise and that they were aware of it and had it as a known issue. This however was not shared when I purchased the car and is not mentioned anywhere in my paperwork. I then proceeded to ask what could be done to fix the issue and they explained how even though my brakes are good and do not need replacing, the only way to fix the issue would be to change out my brake pads and rotors. At which point, it would cost me over $500 to fix an issue that apparently happens at random to some but not all Cross Sports. I would understand it more if my brakes needed to be replaced because of wear and tear but this is not the case. Additionally, when it happens to some but not all, it speaks to my car having a manufacturing defect that needs to be corrected by the dealership who sold me the car.

  Customer response

  02/24/2024

  They go by ***** VW or ***** Volkswagen now. I assumed they were one and the same because ***** Volkswagen or ***** VW didnt come up as an option in your website. At one point in time though, they were Esserman International. At the moment, they are definitely open and conducting business. The address is the same as well. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  02/1/24 Dear Better Business Bureau, I am writing to file a formal complaint against the Volkswagen dealership located at **********************************************************. The incident in question occurred on January 15, ****, and involves a series of issues during the diagnostic process of my 2018 Volkswagen Tiguan. To provide a detailed account of the events: I made an appointment for a diagnostic due to a prior accident. Upon arrival, I was informed that the dealership's system was down, and my appointment could not be found. I was told my vehicle would stay until the system was restored, with no clear time frame given. Despite assurances, I did not receive any updates the next day as promised. When I called on 01/17/****, I was informed that the system was up, but my car had not been serviced due to a backlog. The lack of communication and delays caused frustration, prompting me to contact the management department, leading to an automated voicemail response. I finally spoke to ************************* on 01/23/****. Stating the diagnostic resulted in a total cost of $8,280.97, with nine parts to be replaced, including an Ambient Temperature Sensor priced at $637.66. Upon questioning the advisor, I was informed that the entire sensor was missing, contrary to the fact that I was receiving temperature readings and cold air before leaving the service center on 01/15/****. When I went to pick up my vehicle on 01/23/****, I discovered that there were warning lights indicating that my Tire Pressure Sensor was missing. This issue was not part of the inspection I requested. I've never got this alert prior to leaving my car at the service center. Despite numerous attempts to address these issues by calling and leaving voicemail messages, I spoke to the manager on 01/26/****, who informed me that there is nothing he can do to rectify the situation. Sincerely, *********************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Contact:*************************** ********************** ************ 01/31/24 Dear Better Business Bureau,I am writing to file a formal complaint against the Volkswagen dealership located at **********************************************************. The incident in question occurred on January 15, ****, and involves a series of issues during the diagnostic process of my 2018 Volkswagen Tiguan.To provide a detailed account of the events: I made an appointment for a diagnostic due to a prior accident. Upon arrival, I was informed that the dealership's system was down, and my appointment could not be found. I was told my vehicle would stay until the system was restored, with no clear time frame given. Despite assurances, I did not receive any updates the next day as promised. When I called on 01/17/****, I was informed that the system was up, but my car had not been serviced due to a backlog. The lack of communication and delays caused frustration, prompting me to contact the management department, leading to an automated voicemail response.I finally spoke to ************************* on 01/23/****. Stating the diagnostic resulted in a total cost of $8,280.97, with nine parts to be replaced, including an Ambient Temperature Sensor priced at $637.66. Upon questioning the advisor, I was informed that the entire sensor was missing, contrary to the fact that I was receiving temperature readings and cold air before leaving the service center on 01/15/****. When I went to pick up my vehicle on 01/23/****, I discovered that there were warning lights indicating that my Tire Pressure Sensor was missing. This issue was not part of the inspection I requested. I've never got this alert prior to leaving my car at the service center. Despite numerous attempts to address these issues by calling and leaving voicemail messages, I spoke to the manager on 01/26/****, who informed me that there is nothing he can do to rectify the situation.Sincerely,*********************************

*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. ↩