ComplaintsforMossy Volkswagen Escondido

• Initial Complaint

  07/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Vehicle was brought in for a recall and stayed with the business for almost a month. Upon speaking with the service representative, it was determined that they would pay for my lease payment for that month and had asked for documentation so they could cut a check and mail it to me. So my last correspondence was them confirming my address and that a check would be mailed out. I followed up with multiple texts and emails to the service manager and the associates with absolutely no response from anyone for almost 2 months now.

  

  Business response

  07/17/2023

  Dealership reached out and spoke with customer on 7/17/23 @******* regarding the status of the check (goodwill gesture payment).Explained to customer we will call as soon as we have an update (ETA of arrival next week). Also explained to customer claim was approved. Apologized for lack of communication. Emails and text messages from customer were sent to the original service advisor who is no longer with company. Nevertheless, ensured management will be in constant communication and provided email. Customer was happy with communication and stated will email if they have any other questions or concerns.
  
  Thank you,
  
  *************************
  Service Director
  Mossy Volkswagen
  Mossy Mitsubishi
  ************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle has been at Mossy VW Escondido since May. My engine needs replacing and is covered under **************** PZEV warranty. I have been waiting on an engine since 5/13/2023 as the engine has been on backorder. I have reached out multiple times to find out when they might expect the engine to come in or even a mere estimate but they've had no updates, and an engine to my knowledge still has not been ordered. I understand it's on backorder but it doesn't make sense for it to have been two months and they don't even know where an engine will come from and when. They gave me customer care's number which was also no help. That conversation ended with customer care letting me know that the manager at Escondido will give me a call back today (7/11/2023) and that in backorder scenarios customer care goes off the dealership's recommendations. I've really tried to be patient and I'm not asking for a lot. All I want is a timeline and confirmation that an engine has been ordered and my car will be repaired in a timely manner as it has been nearly two months now of waiting for an engine.

  

  Business response

  07/13/2023

  Dealership reached out and spoke with customer on 7/11/23 @****** regarding their vehicle in service. Explained to customer that the dealer has not received the engine (due to it being on back order from the factory) and unfortunately out of our control. Explained to customer that we rely on ******************** to receive parts; confirmed with customer of escalation request to receive the engine. Apologized and ensured we are actively working and doing our best to receive the engine from Volkswagen and complete the repairs. Offered customer a complimentary rental until vehicle is repaired and complete. Customer was content with attentiveness and response.
  
  Thank you,
  
  *************************
  Service Director
  Mossy Volkswagen
  Mossy Mitsubishi
  ************

  Customer response

  07/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************************
  
   
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2021 ID4 had a recall so I took it in despite having plans to sell the car before our move to **. It's now been over 40 days despite multiple promises they were working on it. I've still had to make payments for a car I don't even have and now don't have time to sell it if I even get it back before our move. I've sat on hold countless times and been told someone is going to call me back and often times I don't receive a call back. I don't know any other business where you can handle customers this way and not take ownership or responsibility to make it right. I am a patient person and have hardly gotten loud, but I'm voicing it here as a warning to anyone looking to buy or service through Mossy, it doesn't appear they're willing to take responsibility and make things right when it's their fault...it's a win/win business for them and a lose for this customer.

  

  Business response

  06/08/2023

  Dealership reached out and spoke with customer on 6/6/23 regarding their ID.4 and wait time. Explained to customer the recalls needed on their vehicle require a significant amount of expertise, and complexities which extend the delay. Apologized and ensured we are actively working and doing our best to complete all necessary repairs. Contacted customer 6/8/2023 that vehicle is ready. Customer was very happy we were transparent and pleased with the attentiveness.
  
  Thank you,
  
  *************************
  Service Director
  Mossy Volkswagen
  Mossy Mitsubishi
  ************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2011 vw Jetta from mossy vw Escondido brand new in 2011 . The car only has 50 thousand miles on it now . In march 2022 I took my vw back to mossy VW to have a new key made as I had lost my keys .mossy vw charged me 400 dlls for one key I was told if I buy a second key it would only be 100 dlls more so I bought two keys for 500 dlls . 6 months have since passed I finally tried to use the second key I purchased from mossy vw and it would not work.. dash board lights up and says no key so I went back to mossy today and was told I have to pay 185 dlls for a diagnostic test I said ehy the spare key I bought from u does not work it says no key when I attempt to start car .. if I use the 1st key it starts fine .. I said then refund me the key money u charged me they said we dont do refunds on keys.. then I did sign for diagnostic as i was told thats a standard procedure if I want key programmed after 3 hours of waiting they said we cant program the key and I have to pay 185 dlls if I want my car back diagnostic says I need brakes have oil leak ext stuff that has nothing to due with the key also I just had a diagnostic from them 6 months ago when they made and sold me the keys.. I said I cant afford to pay more for a key that does not work.. **** the first time I had thr keys made I was told a locksmith programs it for them they called d as locksmith I was there and I never saw a locksmith go there also I said to the manager why do I have to pay for another diagnostic ? The car only has **** more miles on it then last time and since then I have put new brakes and repaired couple other things to the car that they had recommend 6 months ago why are those items still on my paperwork since last time I was there ? I feel it was a duplicate print out same as 6 months ago when they made and sold me the two keys to the car .. the manger said he would give s discount charged me ************************************************************************************************************************************ not charged me more money for nothing. I want my money back for diagnostics snd I want a Key replacement . I paid for s key that is suppose to work ..

  

  Business response

  02/07/2023

  Dealership reached out and contacted customer on 2/3/2023 regarding recent service visit and concerns. Explained to customer that the issue occurring was not a key problem, but a cluster malfunction unrelated to the work performed the prior visit. Refunded customers last service visit and advised to reach back if they have any more questions and or concerns. Customer was very pleased and thankful for resolving discrepancy.

   

  Sincerely,

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

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2022 ID.4 this past summer. I had a collision and my vehicle requires a car piece that will take at least 4 months to receive. How is it possible that this car company sells vehicles and does not have the car pieces available? I need my car back to move forward and I am really frustrated that this car company cannot provide me with any ETAs.

  

  Business response

  12/02/2022

  Hello **********************,

  I do understand your frustration with the delay, but unfortunately the climate we are in today with the Pandemic contributing to delays from all areas of life not excluding automotive. We sell automotive vehicles and components but do not manufacture them. We are at the mercy of the manufacture as well. I do feel the same pain with running our business with short supply and log delays, but it is definitely getting better. However, I don't see how this is a BBB complaint towards us as we aren't repair facility of your vehicle. This complaint along with other negative posts (YELP) you have made against us will not speed up the process. When we spoke on the phone, I explained this and would help in any way that I can. The good news is your parts arrived today!! The Body Shop has been notified so the repair can be completed.

   

  Sincerely,

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

   

  Customer response

  12/02/2022

  I do not accept the responsibility of having to pay out of my own pocket for a rental because my insurance provider has only granted me 1 month with a car rental. Volkswagen needs to bear the responsibility for taking more than a month to receive the car pieces. It is nonsense that my car is a 2022 model and the pieces for this model are not accessible. 

  

  Business response

  12/05/2022

  I'm sorry but again this isn't a controllable dealership issue. This sounds more like an issue with your insurance carrier and coverage, or VW of *******. I suggest contacting your insurance company, VW of *******, or the body shop performing the repair. 

   

  VW ************* **************

   

  Sincerely,

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

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle on November 11 2021 and when I was signing my paperwork with the finance department I was told and was sold their gas and go plan. I was informed that everything on the vehicle would be covered. I had said everything including oil changes and the finance guy said YES. I was so excited about having this service option I sent my daughter and son there to also buy a vehicle. When giving him my children's info he specifically ask me if I wanted them to have the same service plan as I had and I told him yes. So last month my oil change light came in so I took my vehicle to get the oil change done and they wanted to charge me and I said that's not right I was sold the gas and go plan meaning only needed to pay for gas everything else is covered. Well I was lied to by the finance guy. he told me well the finance company didn't approve it I said what are you talking about when I was signing my paperwork you told me I had the gas and go plan. I said do my kids have have the oil change and service plan and he told me yes. And I said well I told you to give them the same as I had so if they have it why don't I. Basically he told me sorry and there was nothing he can do. I was mislead and lied to to make a sale and I want the service plan. He told me well you have dent nand glass protection I said I don't need that that's what I pay insurance for. This is misrepresentation by mossy vw finance department and I need help getting what I was told I was buying

  

  Business response

  09/19/2022

  After verifying the products sold on your transaction, we also cross referenced your son and daughters transactions and the products sold match exactly what was sold on your transaction.  We do not have a product called gas and go plan, not sure what that is in reference to.  What we can do is provide a voucher for your next 2 oil changes courtesy of Mossy VW.
  

   

  Sincerely,

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

   

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Bought a certified used 2019 Jetta at Mossy Escondido in August of 2021, my sales person was *******************. **** seemed very helpful and when we discussed monthly payments he was very accommodating to the amount I said I could afford. All pricing I agreed on was done with **** which he would get approval on by his manager ****; whose office I signed paperwork in. **** made mention of the ** service care package, S.W.A.T GPS, and something called Finishing Touchcoming with car , I didn't know these were optionals as **** made no mention of them to me. I signed paperwork with the understanding it was the things discussed and agreed on with ****. When I purchased the car, **** was my down payment. After making my fourth car payment I was looking at the balance wondering why the amount owed was as high as it was so it prompted me to pull out the paperwork. When I say "high" I mean **** higher than the price agreed on with **** which was in the ****** range after taxes. This contract has me over a $25,000 cost when all is said and done! Those "extras" **** mentioned I'd be getting with the car were at my cost apparently. So called "optional" as stated on contract but never given to me as an option instead mentioned came with the car while signing papers. My monthly price was what I said I could pay, I never was told it could be less they just added in the difference with those and what a sneaky transaction this ended up being. Ive been calling into the dealership for months now, never being helped, always promised a call back but never getting one, transfers from one manager to the next but no one caring to actually help me or address this. We are going on months now and this is the only escalation I can make to resolve this I guess. I even had my car serviced there (45 minute drive from my house when there's one 10 mins away I could go to) and the same run around I got in person by management so Im out of options here. Please help , thank you.

  

  Business response

  04/13/2022

  We have been in contact with the client and have resolved this issue. 

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