ComplaintsforCity Volkswagen of Evanston

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Did a tire change on Tuesday 06/22/2023. First they could not find my appointment and I was told to come back tomorrow, but eventually they found a time for me and were able to do tire change. Total cost was $1165 1. When removed old balancing weights from the wheel they scratched wheels. 2. They never removed the goo from previous balancing weights. 3. Wheels around nuts also have deep scratches. 4. I got my car back with tires being dirty full of sealant. 5. I constantly get check tire pressure error What an awesome dealers service.

  

  Business response

  06/28/2023

  I am very sorry to hear this happened on your last visit. 

  I will have the service manager **** reach out asap to resolve this. 

  Thank you for your feedback, we will make this right. 

  Customer response

  06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we agreed to meet on July 6 2023 at 8 am to discuss the resolution.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I agreed to sell my 2009 ******* Santa Fe to this dealership for $7,000 on 6/05/23. The car had to be "grounded" until a replacement title was ordered and delivered to the dealership. When they received the title on 6/16/23 my father went to pick up the check and was given $6,950 with no explanation. I called in and talked to ***********************, who said this was for the title fee, but since there was no mention of the fee by ***** he would go ahead and cut me a check for the additional $50. Via text, ***** confirmed that the additional check would be available on 6/19/23 for pickup and he would contact me when I can come pick it up. There has been no contact from the dealership in regards to picking up the money.

  

  Business response

  06/20/2023

  Im extremely sorry to hear that.

  I already spoke with ***** and he will have the check for you in the next 24 hours.

  Feel free to reach out to him at the store or me directly at ************. 

  -*** ******

  Customer response

  06/21/2023

   
  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,
  
  *********************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from City volkswagen of evanston. The vehicle purchased was a **** Fusion 2013 SE. At the moment of purchase car seemed fine, when asked about previous accidents in the front area i was informed it was only cosmetic. On March 21 2023 the car broke down at an intersection while waiting for the traffic light to change, all the transmission fluid poured out of the engine and car would no longer move. While in the middle of traffic car had to be pushed to a safe area. Car was towed and sent to a mechanic. ****** was contacted at the moment of breakdown, we were informed to take car to a mechanic and tow it ourselves with no form of resolution. Would like to come to a resolution, to my understanding the car is still under the ******** powertrain warranty.

  

  Business response

  03/22/2023

  Im very sorry to hear you are having issues with your vehicle.

  Give me a call at the store so I can assist. 
  ********************* ************.

  Customer response

  03/23/2023

   
  Complaint: 19636294
  
  I am rejecting this response because: After attempting to contact ***** in store i was informed he was not available. Last time i spoke to him i was informed that we were to take car to a mechanic and get it towed prior to bringing it in to be checked. I do not agree with getting the car fixed and pay for it myself before he decides if he even wants to attempt to come to a resolution with me. I would much rather be in contact with either one of the owners or someone who directly manages their franchise. In conclusion i would request BBB to help have us be in touch with someone who can directly address my concerns rather than give us the runaround. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/24/2023

  Hello ****,

  I understand and want to make clear that I want to assist here. My name is *******************. I am the Director or Operations for the group. I will be reaching out shortly. 

  You can also reach me at ************.

  Thanks, talk soon. 

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off for a rattling sound on August 30th. I was told it would take a few days for the tech to find out what the issue is. I left it over the Labor Day weekend and heard nothing. I asked to pick it up and was not given any diagnostic paperwork, and found my car was driven without care during that time due to two large additional scratches on the bumper, and a crack that did not go halfway down my wind shield was now extended through to the bottom. I called 7 minutes after picking up my car once I parked. I have been going back and forth with the director of service/*************************** since September 7th. He informed me they did not find anything wrong with my car and that I would have to pay for the damage to my windshield. I could not believe the manner in which he regarded me as a customer. He was "teaching" me about my car and why they would not pay for what they did. As a woman alone there waiting for someone to take accountability, I was not going to accept being backed into a corner. He was already aware I had surgery and am unemployed, and was managing the crack just fine as I would not be able to get a windshield until the spring. I wanted to get through the winter without the windshield replacement and now I have to as the extreme temperatures worry me with such a large crack. He asked for a few days to find a resolution and I have not heard from him since his last email on October 22nd. I just received a notification of a safety recall for a rattling transmission from Volkswagen. This proves they did not try to diagnose the issue and took my car for a joyride. I am disgusted with this mistreatment of my property and careless way my concern was handled. The time and stress of not hearing back even as a courtesy at this point is so disrespectful. I want my windshield replaced and my bumper fully fixed as if it had not one scratch on it. Assuming this would come to agreeable solution, I referred my partner to purchase her vehicle there.

  

  Business response

  12/10/2022

  Hello,

  Im very sorry to hear about your experience. I will pass your information to the ** ************ asap. 

  He will be reaching out to you to resolve this issue.

  Have a good weekend. 

*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. ↩