ComplaintsforNorthampton Volkswagen

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid around 1000 dollars for brakes that I did not consent to the order to because I was led to believe that they couldn't be returned. I believe this purchase happened on august 6th, I have been in contact, reaching out to try and resolve it they had offered a 80% refund on august 15th but when I clarified that I did not concern to the purchase they claimed that they would solve the issue. I have been attempting contact through email and phone but there has not been a response, I went in person and was told I would be contact by phone and have yet to to be. My credit score has also been affected by the fact that I have yet to have it refunded and it shows up as a larger credit utilization than I would normally have

  

  Business response

  09/16/2024

  Mr. **** brought his 2004 VW Beetle in for a brake concern on August 6,2024. It was determined the brakes needed to be replaced. We did not have the brakes in stock for Mr. ****** vehicle, we needed to make a special order for them. Our policy for special order parts is to collect payment before the order is made. Mr. **** was aware his vehicle needed brakes and that we needed prepayment. He gave us his credit card for pre payment. Mr. **** called to cancel the order several days later. He also reached out to me via email. When I asked why, he stated he could get the job done cheaper elsewhere.  I inquired about the "no consent" and he stated that he knew that he consented but did so because he felt forced. There is no way we would have ordered parts without his consent. He signed off on the credit card receipt acknowledging what he was paying for. The brakes that were ordered are also listed on the invoice Mr. **** received. He did in fact consent then changed his mind. There is a 20% restocking fee for special order parts IF we can return them to Volkswagen. We could return them, but we did not charge Mr. **** the restocking fee. He was provided a full refund. At no time did we place any orders or charge Mr. ****** credit card without his consent. 

   

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried & checked over a 2021 Tiguan Sel R line, which I purchased after about a month of trying to get the deal finalized. I purchased the vehicle for the amount of $25,984.88. The car was picked up & a noticeable deep scratch was on the driver's side, passenger's door which was not there when I purchased the car. I immediately contacted them & was told they would check out when I picked up registration. When I went a manager, Rob B, who was rude & said he could not repaint the door on a used car. I said that scratch was not there when I tried & purchased the car. He said he would send to detail shop & see if it would make it better. After waiting for 5 hours. The salesperson, Miguel, who was very helpful, took me out to see if I was satisfied, which I said no, it needs to be repainted the scratch is too deep. He then brought out another manager not sure of his name, he took down all my info again, said it had to be repainted was going to call the autobody shop for an appointment for me & would call me. Once again after several messages left with no return call 3 weeks later finally got through to Rob B who said I told you I cannot repaint the door. Told him about the other manager making the appointment, he said I will check & get back to you. That was 2 weeks ago. I am sick of getting the run around, they are the worst dealership, would never recommend them. I do love the car & so far have had no issues other than the scratch that was their fault.

  

  Business response

  07/10/2024

  We worked with the customer to come to a resolution and will be taking care of her concerns on the vehicle. 

  We apologize for any inconvenience this caused the customer. 

  Thank you

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  

  I am contacting you regarding my complaint #******** with Northampton Volkswagen, my car has been fixed to my satisfaction.

   

  Thank you, *****************************

   
  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a brand new 2024 VW Atlas and within a little over a week of owning it the computer screen went off multiple times and wouldnt come back on. This occurred while on vacation ( We had to drive over an hour at one point with no climate controls) therefore I contacted the dealership and VW right away to bring my car in ASAP. To my discern I was told that my car needed 2 modules replaced. One of which is over 20 days out (perhaps/ maybe) coming from Germany and the other module the part hasnt even been introduced ( therefore not available/ safety). I have purchased a new car to be reliable and this has yet to be the case. These modules are for the emergency call and communication unit. The other controls the climate ( including temperature and defrost)(to be able to see out the windshield) radio, compass and more. I am very dissatisfied with all these options that I have paid for and that are now not available to me. I have been only told oh well (for this part(s)being unavailable) . Meanwhile my car sat at the dealership for 2 days with no communication from them and knowing it wasnt repairable at this time. The GM had no recognition and was too busy to listen to my concerns or to offer any resolutions. This vehicle was sold defective/ unfixable (until tba) and the dealership needs to recognize/ deal with this through the VW Corp.

  

  Business response

  08/17/2023

  The customer purchased the New 2024 Volkswagen Atlas from Northampton Volkswagen, shortly after the purchase the customer did experience an issue with the infotainment center in the vehicle. The vehicle was brought into our service department and looked at by a Volkswagen certified technician, the tech determined that the vehicle did need to have parts ordered and replaced to completely resolve the issue. The customer was explained this and told that the parts would have to be ordered and it may take some time to come in.  

  The customer was not happy with the answers given and was visibly upset with these answers she said that she wanted to reach out to VW herself and was given all required documents to do so, Northampton Volkswagen has reached out to Volkswagen directly to try and assist the customer to speed up the replacement parts however have been unsuccessful due to the availability of them

  Before leaving the technician did a hard reset to the system and when the car left everything seemed to be functioning as designed.

  Customer response

  08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been told 1 part is 20 days ( maybe 7 days ) out on order however I have yet to hear from the dealership and the other part is not even made nor available yet! They have yet to offer a solution for selling a malfunctioning NEW vehicle nor a date has to when my car will be fully repaired and equipped with what I was sold. 
  Sincerely,
  
  ****** ****

  

  Business response

  09/25/2023

  BBB spoke directly with the business and they advised that they are working directly with the consumer to find a solution that is agreeable to both parties.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car last month. I believe it was on or about May 15th, from Northampton VW. I found a 2021.5 VW Atlas I liked. I had a few concerns that I made clear after my 2nd test drive (alone) to the salesman Jason L. A ripped piece of rubber on the drivers door, noticeable scratches above the drivers door, on the drivers door, along the rear bumper, and on the passenger side rear bumper. The car also had a shake at highway speeds. I was told this would be taken care of. Here's what happened when I picked up the car with my mother: Jason stated he fixed the ripped rubber HIMSELF with a Gorilla Glue product from a hardware store. Jason also stated the car had the scratches buffed out. The car looked good the day it was picked up. We picked it up on a gloomy rainy day. The next day I went outside when it was dry and all of the scratches were there plan as day. They were either covered up or hidden by the rain. We called Jason, he stated they never promised to fix the scratches. He didn't promise, he said he would. I also brought this up to Rob in the finance office while I was signing the purchase paperwork. He said the scratches would be fixed. When we got to the deliverables page of the contract I asked if the scratches needed to be on the list. He said no. "They will be taken care of. This is only for physical items.". There was a camera in rear of the office. I suggest someone review the footage where I can be seen asking him while on that page. I was also told the tires would be balanced. I'm not sure if this was ever done. While going down a large hill and on the highway the car had a very bad shake. The brakes were supposed to be replaced, all 4. They only replaced the front. There's still a slight shake and I want the rear brakes fixed as recommended by THEIR service dept. I also want the scratches fixed or reimbursement if I get them fixed. Please see the attached chat I had today with Volkswagen for more info. Thank you.

  

  Business response

  06/27/2023

  Hello

  we did not promise to repair scratches on Mr. ********** vehicle. we did balance the front tires. the front brakes were done prior to the customer buying the car during a safety inspection. there was not an issue with the rear brakes at that time. we feel we delivered the car to ********************** in more than acceptable condition. 

  If he would like to have his rear brakes inspected by a third party source and they find any issues, we will be happy to pay for the repair.  

  Thank you 

  ***********************

  general manager 

  ************

   

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is on the service department. I had my vehicle picked up by VW on 4/27/23 for a coolant hose replacement, and was quoted a 3-4 hour job. They picked up my vehicle at 9:30AM. I call at 4:30pm when my vehicle still wasnt brought back to me to pay over phone and get my vehicle. The service person (Danny) tells me they havent finished so they are keeping the vehicle overnight. I asked for a loaner (which they advertise for services on their call waiting and on their website) and they said they didnt have any loaner cars. I work until 9PM and they are closed so they wouldnt offer me a shuttle home. The offered no solution, just said sorry. I had no way of getting home. Also no way of getting to work the next morning. I live in a rural area and the closest bus station to me is 3 miles away and stops running at 5pm. It is now 30 hours later and I STILL dont have my vehicle. I called to check in at 2pm and said they are waiting on a loaner car to get mine back to me. So no solution yet. I keep asking for a receipt of services and they wont give me one until the service is complete so I cant attach any documents to help.

  Customer response

  04/28/2023

  I just want my vehicle back! I do not want to have to pay when they took my vehicle hostage for way longer than quoted. If I dont get my vehicle back I NEED a loaner at no cost

  Customer response

  05/01/2023

  Hello my complaint number is ******** and the business corrected the issue and settled in the way I wanted! There is no need to investigate the case any further.

   

  Thank you

  *******

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a Certified pre-owned ***** form them on March 11, 2023. It clearly hadn't been checked thoroughly as it did not pass inspection. It had a bubble on the tire and the tint was too dark. I won't go into detail about the long drawn out process of getting them to hurry up and fix the car but we did not have the car in our possession until April 4, 2023. When we got it we discovered that is shook at highway speeds. Back to them on April 17 and we are supposed to get it back this afternoon. We'll see.Our compensation for not having a car and still paying a payment and insurance was a refund of $399 we paid for the "***************". We have never received this check.We requested, and were told we would receive, a letter stating our actual delivery date was April 4. We have never received the letter.When we picked up the car we were informed there was only one key. We requested a second key and were told basically "tough luck". We should have been made aware of this when we were negotiating the price. They have no intention of giving us the key.I have asked the sales manager and the owner to call me and no one will reply to me.Then yesterday, I get a notice in the mail from the *** that our registration is going to be cancelled because the fee they paid when they registered the car for us bounced. The fee THEY paid and bounced will cancel our registration???? Horrible, horrible, horrible company.

  

  Business response

  05/19/2023

  We have spoken to **** (Marys husband) multiple times. We had to order parts for their vehicle which did take some time to get the parts replaced to ensure the customers satisfaction,  We gave them a car to dive while the ***** was being serviced, and we gave them a refund of $399 for the TommyCard Elite package for the inconvenience (still allowing them to keep the membership which has a value of $6000 in savings). Then **** and I played phone tag and never reached each other, at this time **** stopped in to check on things, He mentioned that they were upset about how long the process was taking and also that the car did not come with a charger. At this time I assured him that we would get him a charger, we supplied them with a ***** branded Charger.
  
  The customer picked up their car and a few days later they were having an issue with the car shaking at high speed service determined that the wheel was slightly out of balance so at this time we replaced the wheel, this is when the second key was brought to my attention. At this time I looked back at the transaction and determined that the $900 wheel, the refund of $399 and the $800 charger on top of the loaner we gave them was more than sufficient compensation for the time it took.
  
  We also gave the customer a letter on company letter head stating that the MA lemon law would not go into effect until that had picked up their ***** this way they could feel confident in the repairs done on the vehicle.
  
  Customer experience is extremely important to us, however,we have tried to satisfy this customer on numerous occasions as you can see above. To try to resolve this in good faith, I am happy to pay to have the key programed if they would like to purchase one. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 28, 2022, my 2016 Volkswagen Tiguan went in for service. I received new tires and a 100,000 mile, multi-point inspection was done to perform certain fluid flushing and maintenance. I was called to be told my spark plugs needed to be replaced, which I agreed to have done. They had my car for 24 hours, I picked it up on October 29, 2022, and spent $2,500. When I picked up my vehicle, Aimee M, service advisor, informed me that when they were changing my spark plugs, they saw some fuel in there. I asked what that meant.  Aimee told me at some point in about a year I will need to have that repaired, which will cost around $1,900. I double checked that she said one year, she said yes. Thursday, December 22, 2022, on my way home from work my car's coolant check light came beeping on and steam was coming out from under the hood. It was dark and stormy, so I went to my boyfriend's house which was closest. The next day, I noticed my coolant reservoir was bone dry. I went through two gallons of coolant to watch it pour out from underneath my vehicle like Niagara Falls. The dealership was closed Saturday, Sunday and Monday for the holiday. I finally got a hold of Aimee by noon on Tuesday and had my car towed there later that afternoon. I didn't hear back from anyone, so I called on noon Wednesday. They were still looking into it. 4pm Wednesday, Aimee says "remember when you declined the service in October?" I didn't decline any service in October. She then says that the fuel cap let go and was pouring fuel onto the thermostat housing unit, which now also let go and is why my car is pouring coolant like Niagara Falls. They want me to pay over $4,000 for this service, which they misrepresented to me in October. No one has been willing to work with me on this. I've told them had I known the urgency of the repair in October, I would've had it done. Therefore, due to their negligent failure to repair my vehicle I have been without a vehicle for almost 14 days.

  

  Business response

  01/19/2023

  Customer has open a case with attorney general and has filed a 93a case. Our attorneys are now involved if you have any questions please feel free to contact me at ************

  thanks 

  **********************;

  Service Director 

   

   

  Customer response

  01/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  BBB spoke directly with the consumer and she is going to be continuing to pursue the legal route regarding this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought A car back in may from them had the car less than three months it broke down had to have it towed to my house. Then called Volkswagen and had to beg them to come get it cause it should not have been broken down by then. So they finally took it had it for a month I called and called with no response and then finally they call and say its ready come get it it was the fuel pump, after three days the car did it again so they came and got it they had it for another month and said it was another fuel pump that my car has 2 pumps. And about three days the car dies again they have it for over a month they said they sent it to a different dealer so this time it was something to do with the wiring.well I picked the car up the other day ran fine for two days then started bogging down and the engine light starts flashing so I called they came got the car and still wont answer any of my phone calls and during all the times they have had the vehicle they gave me the run around no one would call me, or talk to me and now they are doing it again this is my only transportation to get to work and I pay 400$ a month on this car that I havent even had. Can you please help me?

  

  Business response

  12/19/2022

  The car was towed in we are currently looking at the car we put the customer in a loaner car at no cost and will get the car fixed 

  The last time the car was here the customer was also giving a loaner car at no cost until repairs where complete 

  We will update customer as soon as we know what is going on with the car 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ****** Yaris and before taking possession of the vehicle I had to have a breathalyzer installed. I made the appointment and was told that I could pick it up when it was done Volkswagen delivered the car to ******** met them there and then the car had wiring issues. So I paid to have that fixed and the battery died after the installation of the breathalyzer so the garage the dealership brought it to charged me for fix it then they accused me of stealing it and so I paid to have it towed back and now they are trying to charge me for a new battery and more meitnence when I don't know who is responsible for fixing it when it should be under warranty but I should have received a good battery to begin with and if the wiring is to blame then the shop that did the installation should be responsible for the faulty wiring I will also be filing a complaint against * *** * **** who did the wiring

  

  Business response

  12/07/2022

  The customer did not have authorization to pick the car up their car from shop that was installing the breathalyzer. When the customer took the car before she was authorized to - she did something to the battery. We had to have the vehicle towed back as it was inoperable when she took it. She is responsible for whatever damage she did to the vehicle from taking it without authorization. 

  Customer response

  12/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like to formally apologize to Northampton Volkswagen for my misinterpreted information the complaint should have been with * *** * **** which is not registered with the BBB 
  Sincerely,
  *******************
  *******************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  To whom it may concern,On November 17, 2021 I contacted the service manager, ***********************, at VW Northampton, by email about a broken steering wheel clock spring on my 2013 Tiguan. I was informed that Volkswagen had issued a recall on this part and to make an appointment to get the piece replaced. I made an appointment for 12/7/21. My appointment was cancelled by the dealership and rescheduled for 12/19/2021. At that appointment, they verified the broken clock spring part (type and number) then let me know that the piece was backordered and they would call me when it was restocked. This broken piece controls the horn, front air bags, radio, and some console digital displays, so I would be driving without function of all these items. I called Northampton VW every few weeks for an update, but was told, the piece was on back oder with no ETA. In May, I started to email the Service Manager, ***********************, on a regular basis. He has responded that the part is not in stock with no ETA until this past week, when I received no response. I have heard that this part has been delivered to other VW dealerships, but have received no real solution from Northampton VW. I continue to drive an unsafe vehicle with no solution given from Northampton VW.

  

  Business response

  10/12/2022

  Customer parts where on back order. parts arrived on Saturday customer is coming in on 10/12/22 to have part replaced 

  Customer response

  10/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩