ComplaintsforNorthampton Volkswagen

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company did $700 of extra work and charges without notifying me. It was a nightmare. They had my car for 3 weeks, couldnt figure out problem, had no workers, and then charged me almost $4000 for the repair with no warning. I have sent 4 emails to resolve issue with no response. I am only seeking $431.17 even though they told me it would be $3205. These people are liars with no customer service skills.

  

  Business response

  09/26/2022

  Called customer and left message I am willing to process a refund for the customer just want to verify the customers address of *************************************** *****

  Please allow up to 2 weeks to receive the refund 

  Will mail refund once address is confirmed 

   

  thank you 

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

  Service Director 

  Customer response

  10/31/2022

   
  Complaint: 18125574
  
  You may see in your records that I filed already on the situation and received a small refund of the total amount of money that I spent. But since then, the exact problem that I brought my car in for is happening only worse. So I spent almost $4000 to get nowhere. This business is corrupt. And I want my full amount spent back so that I can bring my car to a business that is honest and quality.
  
  Sincerely,
  
  *********************

  

  Business response

  11/17/2022

  Car was returned to the customer repaired We replaced a sensor at no cost customer was provided a loaner and was not without a car and was happy no refund will be provided 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In early February 2022, I brought my car to Northampton VW to have issues regarding the check engine and dpf light fixed. After several weeks and around $7,000 later, neither of these issues have been resolved and I have an inoperable car. I emailed the service department and have yet to receive a response to my email. I am attaching the email that I have sent to them.

  

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/04/28) */ Our records indicate that there were 2 different codes on her vehicle. We waived the diagnostic fee and offered to only charge the customer for the parts on the second repair as a gesture of goodwill. The customer stated she would get back to us when she was ready and we haven't heard back from her until we received this complaint. We would like to try to resolve this with the customer. There seems to be a misunderstanding. We reached out the customer a couple times since the complaint and haven't heard back. Consumer Response /* (3000, 7, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, Northampton VW states that they attempted to reach out to me a couple of times since the complaint which is false. I have not received any communication either by phone or email. Finally, I had my father contact them on Saturday, May 1st in hopes of reaching some sort of resolution. I agree, perhaps there is a misunderstanding. You see, my understanding is that diagnostics is more than just connecting my vehicle to a machine to see what codes are evident. I could take my vehicle to Auto Zone for that. A VW dealership, or any good mechanic for that matter, should have known that these codes are often suggestive of issues to the catalytic converter. Yet, this was never even looked at in the diagnostics. In fact, this didn't come up until I was 10 minutes down the road from picking up my vehicle. At that point, the light did come on. Given the extent of all these issues, I would have hoped that a proper test drive was performed before alerting me that the vehicle was ready for pickup. Perhaps they only drove a mile, or not at all. I was also told by VW that I needed a new caliper. Now skeptical of the work performed by VW, I decided to get a second opinion and was told that the caliper was ok and just needed to be cleaned. VW is correct in saying that they offered to fix the second repair for parts only. They quoted me $2,500 which I didn't have so obviously, I couldn't proceed. After being without my vehicle for 7 weeks and spending every dime I owned, I was too angry and upset to even discuss this with them. Saturday, May 1st, they told my father that they could fix the catalytic converter for around $900. This is a substantial difference from what they quoted me to the tune of $1,600. Incidentally, my quote was supposed to have been for parts only?? At the end of the day, we lack all confidence in VW, their repairs, diagnostics and pricing to move forward. I actually don't even have $900 to further invest in this hellish nightmare even if I wanted to. What I would request at this time, is a refund of $2,000 so that I can take my vehicle to another mechanic, one that has my best interest and isn't charging me $5.00 per bolt. If they can honor this request, I would consider it fair and reasonable. Otherwise, I've got an axe to grind....... Business Response /* (4000, 9, 2022/05/05) */ The customer still has not returned our calls, she has her dad now communicating on her behalf which also seems to be adding to the misunderstanding. The price quote is different only due to the fact that we discounted the job for customer goodwill and satisfaction. Refunding the customer money for parts and repair that were completed on her service is not an option. The original complaint the vehicle came in for was resolved. The check engine light is related to a different issue. Consumer Response /* (4200, 11, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been contacted by anyone from VW since the initial repairs when my car was in the shop for 7 weeks. I still do not know why it took so long for the repairs to be completed. That seems quite unreasonable. I know that they have the correct phone number, since they were in communication with me during that time and had no issues. Yes, I had my dad contact them. I am 20 years old without a mechanical background. Obviously, I can't relate the same as my father does. Not to mention that I feel that they have not taken my repairs seriously which is why I believe we are here in the first place. I wonder how many other people would bring their car to the shop if they would be without it for 7 weeks. They would be out of business. It's like they never read my initial complaint. I wrote in because they didn't perform an accurate diagnosis of my vehicle. I needed to know if I should junk my car or repair my car. I brought it to them and asked them to tell me everything that was wrong with it and let me know the cost. The quoted me $5,000, I paid about $7,000 and yet I still can't even pass * simple vehicle inspection which is why I brought it to them in the first place. If I had known it would cost nearly double the initial quote, I would have junked the car and used the $10,000 towards a new-used vehicle. I brought it to them because they are supposed to be the experts. I am requesting a refund not because the repairs they did were bad, but because the diagnosis they performed was misleading, inaccurate, and put me in a terrible situation. They can either deal with me via the Better Business Bureau or deal with me in alternate ways in which I try and recoup some of the money I paid so that I can get a running vehicle. This is merely my first attempt to make this right. Business Response /* (4000, 13, 2022/05/12) */ We spoke to her father and offered a goodwill price that was significantly lower in order to satisfy the customer. The father agreed that was fair and agreed to having the work complete. We called and left a message with her father that all of the parts were in and ready for the vehicle to be repaired and we haven't heard back. Today we will now try to call the daughter. For the sake of no more misunderstandings, we request to have one contact person that will handle the BBB and work with the dealership on resolution.

*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. ↩