ComplaintsforHansel Volkswagen
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Complaint Details
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Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This business sold a used car knowing it had faulty transmission issues dangerous to drive.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Complaint taken in dictation by H363137**3238313831H rep ** 7/8/24 Bought a brand new car on a lease it has nine recall on the car at the present time and H3432313038**30373236H VW has not been able to repair any of the recalls because they claim they can not get the parts. I am 24 on the list, it started of June 2022 I bought the car in 2021, I started working on this since June 2022 and the screen goes blank and the door handle opener does not work properly and it takes 2 or 3 times to open. I have been working with the dealer since June and they have not been able to repair the recalls and I&#**;m going to do the lemon law. I have been driving this car and its unsafe.Business response
07/18/2024
Customer is moved to the top of our waiting list for the recall work as well as highest priority for one of our loaner vehicles. We will be able to get her vehicle in and get the recalls addressed as soon as we have a courtesy car to meet her needs.Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We drove off the lot 2.5 years ago with error messages about the child safety lock and cornering light because they promised us that these were minor issues that would be easily fixed and in fact booked us a service appointment right there. We brought the car in and they kept it for over 3 weeks. They did comp us a rental, which was of course much less expensive, less new, and more gas costly than the car we were paying for. After all that time, Hansel failed to fix the child safety lock and cornering light faults permanently. They were fixed for maybe a week, after which the error messages and failures started again. In fact, the child safety system malfunctioned so badly that it stopped being a minor issue and affected our every day routine: We had trouble dropping off our kid at school cause her door would not open, for example. We took the car in for the same problems three more times, and each time, they would keep it for days, and still were unable to fix it. They said the recalls VW had announced would fix everything. At one point last summer, the car completely failed (warning signs to pull over and do not drive, electrical failure, loud noises like the car is going to blow up, etc). We had the car towed on November 6/7 as it was not drivable. Hansel has kept it there for over four months. There is no estimate as to when it will be fixed. Hansel just keeps giving us excuses (over the past 4 months the techs have been on vacation, sick, Hansel needs a part, the weather, and now on Feb 11th, a district manager needs to come out.). We would like to receive the lease money we have been paying for each month our car has been in the dealership and not fully serviced (two recalls which we were told would fix all the issues are still pending, per dealership) and after that terminate the lease without penalty. The amount "paid to business) reflects the monthly lease payment times 4.Business response
02/28/2024
Customer is correct in stating delays of vehicle repair for recalls. We are approaching resolution with repair. Will pass the desired outcome on to appropriate parties.Customer response
03/01/2024
Complaint: 21315382
I am rejecting this response because it did not address my complaint. The response is very vague. When will the repairs be completed? Will they end the lease and return the money we paid for the car while it was delayed being repaired?
Sincerely,
*************************Initial Complaint
07/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On July 6, 2023 i sold my 2019 ******** **** to *************************** of the Hansel *************** ant Hansel Volkswagen and have yet to be paid for the vehicle over three weeks later. My phone calls and messages are currently not being responded to.I had a beautiful well-maintained 2019 AMG ******** which I was selling to get a more fuel efficient, electric vehicle. *** contacted me on FB Marketplace to purchase the vehicle and proceeded to low-ball me when I told him I already had an offer two doors down at ********. He finally matched the offer I had from ******** and we signed the paperwork to sell the vehicle and I turned it over on July 6, 2023.Since I had a loan on the vehicle, he told me they needed to pay off the vehicle and get the title before getting me my payment of almost $7,500. He said this process was "very quick and usually a few days". I gave him a week and started calling. He initially took my calls and told me he'd call me back, but he never did. They purchased my vehicle on July 6th and didn't pay off the loan until July 17th. It is now July 31. 2023 and I have not been paid for the vehicle Hansel purchased from me on July 6th. *** also refuses to take my calls or return them. I be taking them to small claims court if this isn't resolved.If there were delays - they should have been communicated and now I feel like they have stolen my vehicle from me. Very unprofessional and time consuming process. I am looking for them to pay the money they owe me for the vehicle.Business response
08/08/2023
***************** agreed to sell to Hansel VW her 2019 MB on Thursday July 6th. Since there was a lien on the vehicle, it was explained to her, as we do all of our customers, that we will pay off her loan within 2-4 business days of the purchase and once the title is cleared and delivered to our dealership any additional funds for equity will be released to the seller.The loan payoff was sent to the financial institution that held the lien on Tuesday,July 11, 2023, and cashed by the bank on July 17th.
There was never any attempt to not take her calls. We have record of communication to **************, but recognize that she might have had a misunderstanding given her complaint.
************** received and cashed the equity check on July 31st,which appears to be the same day she submitted the BBB complaint.
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.