ComplaintsforVolkswagen of Lee's Summit

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded in my 2018 Jetta from the original review for a 2024 Tiguan on January 7th, 2024. I started to complain about a horrendous rattle from the drivers side b pillar in May. My first oil change (10k)was due the first week of June. I set an appointment with *****, the service manager for June 7th. All was well until they lowered my car from the lift and onto a toolbox. The door would not close right and now the rattle got worse. I've been in 2 times for this and still have a messed up door. It's now August 26th, no resolution in sight. I've tried several times to get into touch with *****. He is absolutely horrible to get a hold and to return phone calls. I then dealt with *******, the assistant manager and he was decent, he would at least call me back. Since then I have tried their customer relations lady, ****** , I believe. What a joke, all she did was transfer me to ******* voicemail. They tried to fix the rattle 2 times now and it still is not solved. I am so disappointed with the service department, the employees and lack of care from this dealership. They damaged my brand new car and are doing absolutely nothing to do address it. I will never buy another VW from this dealership ever again unless this is taken care of in a professional manner. Absolutely terrible way to treat a loyal customer.

  Business response

  09/03/2024

  Thank you for your feedback.  We do apologize for any inconvenience that we may have caused *** *****.

  
  ***** spoke with *** ***** on 8/26 and scheduled his appointment for 8/27.  *** ***** did drop off the Tiguan at the dealership on Tuesday, August 27th.

  
  ******* followed up with *** ***** on 8/28, letting him know we have ordered additional parts to address the rattle concern, and that the vehicle has been returned to the body shop that originally fixed the door to ensure the work is completed correctly.

  
  Again, we apologize for your concerns and hope to resolve everything shortly.

  Customer response

  09/04/2024

  
  Complaint: ********  
  I am rejecting this response because: The issue has not been resolved yet. Its looking like I should get the car back later this week. If the issues are resolved I will comment back. My biggest concern is not that of the rattle as that is a warranty issue but if the driver door issue. ***** and ******* have both reached out to me in a more timely fashion since filing this report as well. Shouldn't have taken a BBB complaint to get this addressed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to purchase a new car from volkswagen Lee's Summit back in 2018 I believe. After a little haggling I finally got it down to a price and monthly payment I was okay with. At some point in time one of the financial guys came back to me and his exact words were "we had to switch it around a little to get you approved". He never said "we have to switch it to a lease to get you approved". So I ended up signing a Lease instead of owning the car and volkswagen never told me they switched it. So instead of continuing to pay for it I did a voluntary repossession which completely screwed my credit. I understand that I made a dumb decision by signing whatever was put in front of me but I also feel like the bait and switch to a lease without any warning is super illegal and shouldn't be affecting my credit score.

  Business response

  05/21/2024

  In response to ********:
  
  I am genuinely sorry to hear you have some concerns regarding your purchase, and I appreciate you bringing this matter to our attention.
  
  Your account of the situation is concerning, and I want to assure you that we take such matters very seriously.  It is never our intention to mislead or confuse our customers, and I apologize for any miscommunication or misunderstanding that may have occurred.
  
  I see that when you were negotiating the price of your vehicle, you were given options for both a lease payment and a purchase payment.  After going back and forth several times, I see that you agreed on the lease payment.  We clearly mark on the guest sheet, lease or purchase, the length of the loan, and any specifics, such as 10K miles per year for the lease.    The benefits when you leased the vehicle where the payments were lower, your sales tax was included in your payment, and we got your plates for you the first year.  There was no switching in finance, and there was no switching during negotiations.  You chose the lease from the beginning; I’m guessing because the payments were much lower.
  
  We did reach out multiple times and offered to discuss this with you, but you did not accept the invitation.  At this time, we do not believe there is anything further we can do.  If you would like to schedule a time to meet with us, we are still happy to do so. 
  
  I am happy to provide documentation if necessary.
  
  Thank you,
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon purchasing a 2024 Tiguan, we idetified a defect in the Rear Door / Rear Quarter Window. Within 2 hours of purchaing the car, we requested a swap to a different car. All requests for a swap were ignored and instead we were directed to service. The dealer ignored 4 request for a swap and buyback. On the 5th request they finally reached out and said it was too late. The car as been in there service dept longer than in my driveway and the issue is still not fixed. The dealership has said there is nothing more they can do to fix it. All we want is a new car that actually looks and drives like a new car. They have ignored all attempts to swap me into a different car.

  Business response

  05/22/2024

  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the concern with your recently purchased 2024 Tiguan.
  
  We understand your disappointment and share your desire for a resolution. We have ordered your parts and are actively working with Volkswagen of America to explore all available options.  Our dedicated team is committed to finding a solution that resolves the matter to your satisfaction.
  
  We are very sorry for any inconvenience this situation may have caused you. We truly appreciate your patience and understanding as we work towards a resolution.

  Business response

  06/21/2024

  Response to the above complaint.
  We have been working on the same issue for approximately 60 days. VW of America does not make snap decisions and follows a process that was explained in the beginning. This is really an issue between the customer and the manufacturer; we are trying to help facilitate his concern so it would be a little faster. *** **** has left numerous complaints, posted negative reviews on social media sites, contacted many different people, and therefore cluttered the decision-making process, hindering our efforts and, frankly, desire to help get to a resolution.  We would ask *** **** to be patient as we just told him yesterday, we should have an answer very soon.  Thank you
  

  Customer response

  06/21/2024

  
  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is about my experience with the service department at this VW location. The experience began in late 2022, moved into 2023, and now January 2024. In late 2022, I took my car in for its annual mileage and maintenance service. After getting it home, my husband and I noticed that the VW emblem on the front of my 2020 VW Passat was missing. We contacted the department and the next day I heard back from the department that they had located said missing emblem and I could bring it back up for them to fix. We did so, and about 30 minutes waiting our car was ready to go. No apology provided. Within 2023, my car had to be taken into the service department three different times, with an ACC error, stopping my cruise control and traction from working properly. A fourth time in early September, prior to my daughter driving this vehicle to college, it all stopped working again. They let us know that there was no time to repair it at that time and got us on the calendar for Thanksgiving Break, when she'd be home for a week with this vehicle. We took it in, they kept it overnight and told us the next day they couldn't repair it once more, and we'd have to bring it in again in December, when she'd return for Winter Break. We took it in, and three days later when I CALLED THEM because we had not heard anything, they said there was an error with the camera now and had replaced our windshield. Again no clear explanations, no apologies, nothing except that we would need to bring it back AGAIN to have them try to repair it. I spoke with Scott, the service manager after nonsense from their techs, who told me on Dec. 19, 2023 that he would figure this all out for us, get us a loaner, and fix this entire problem. Fast forward to January 10, 2024...yep 19 days later, when I REACHED OUT and threatened to contact my lawyer, did I finally hear back from a tech that they had a loaner available and would repair the Passat. I did not hear from a single soul for 19 days, UNACCEPTABLE!

  Business response

  01/12/2024

  We have the vehicle in our shop and have been working on it.  We have an open VTA case with Volkswagen and they are sending out a Quality Control Technician to see if he can figure out the issue. 

  We have communicated with the guest and she has been updated where we are in the process.  At this time, we are at a standstill until the Quality Contral Technician arrives.

  Thank you,

  Business response

  01/12/2024

  We have the vehicle in our shop and have been working on it.  We have an open VTA case with Volkswagen and they are sending out a Quality Control Technician to see if he can figure out the issue. 

  We have communicated with the guest and she has been updated where we are in the process.  At this time, we are at a standstill until the Quality Contral Technician arrives.

  Thank you,

  Customer response

  01/19/2024

  
  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,
  ***** *******

  Customer response

  01/19/2024

  
  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new VW Tiguan with the guidance of salesman Winston. One of the things I told him I needed in a vehicle was wifi and I asked if the Tiguan had front/rear parking sensors. I was told yes about both of those options. However, the wifi has not worked since the date of purchase and no one at the dealership has been able to figure out why nor has the carrier (T-mobile). Salesman also told me I could use Verizon or T-mobile. I wanted to use Verizon because that is our cell phone carrier and they have good service. When I signed up for WIFI, T-mobile was the only option. I've called and emailed the dealership and tried to contact our salesman. No one from VW bothered to return my calls or emails until I authored my review of the dealership online. I emailed the sales manager and asked for them to make it right by allowing us to exchange the vehicle for one that has the functioning options we were promised. He never responded. I stated in that email we would be agreeable to a higher priced vehicle if need be. The only option offered by this dealership at this time is to make another 1 hour and 12 minute round trip to their service department next week. I was there this past Wednesday and was able to accomplish nothing. VW costumer care has offered nothing and has no insight or repair for the issues. Per the screenshot, T-mobile states the vehicle has to be equipped with navigation to get internet. Our Tiguan doesnt have NAV. If this is true, it will never receive wifi and we were lied to.

  Business response

  12/01/2023

  The customer has an appointment schedule next week on Wednesday.  Once we have had a chance to look at the vehicle we will be able to determine if it is the module or something else.  Once that determination has been made we can move forward.  Car-Net is a 3rd party vendor and is not a part of our dealership.  Because of all the privacy laws etc, we are unable to discuss the customer with them.   Once we have a diagnosis we can advise the customer on a resolution.

   

  Thank  you,

  Business response

  12/15/2023

  In response to the above claim, we do have the customer scheduled to come back into the dealership on 12/27.  Unfortunately, this is an issue with a third-party vendor and we are trying to assist.

  Once she comes back in we will have more of an idea what the next steps need to be.  

  Thank you,

  Customer response

  12/16/2023

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

  VW of Lee's Summit has had ample time to diagnose and repair or replace the infotainment center in my vehicle (which is what we were told will happen on the 27th). Why that was not done the last two service appointments,I drove almost 2 hours for each time, is beyond me. 

  VW could have offered a loaner vehicle that functions properly or expedited the repair appointment. To simply keep rescheduling appointments that we have to spend time and money to get to while stating it's all a third party vendors fault is unacceptable. 

  Sincerely,
  
  ******* ********

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3 ******* ****** , and myself went to Lee Summit Volkswagen after the dealership contacted us about being approved for an auto loan. Thaddeus, and his supervisor convinced us to sign the paperwork for a 2014 Chevy Cruz. They informed us the car had not gone through the process of getting inspected or cleaned yet. But that should be done in a week. It is now the better part of two weeks since the date of paperwork been signed. And I have no updates on when the car is going to be available nor will anyone at the dealership give me any information about what’s going on with the vehicle. Every time I call, I get transferred somewhere else to leave a message. Or I get transferred and hung up on.

  Business response

  06/16/2023

  In response to above complaint. 

   

  ****** ****** purchased a vehicle that needed to have some work completed on it the service department.  Unfortunately, with the times the way they are we have been having a lot of parts delays.  In addition, the vehicle has to be sent out to another shop to have some additional work completed and had to work with their schedule.

  The vehicle should be completed and ready to pick up after 5:00 on Monday.

   

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

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We traded in a car for a 2021 VW Atlas on March 1st 2023. We have complained about a tire that keeps loosing pressure and a seatbelt that does not work correctly. We get told they'll get it in for service but no appt has been given. We did not leave with any I owe you's or "on condition of". Two weeks letter we get an email from the then finance manager stating that the bank needed my husband's former employer W2. We did not have that at the time and it would take a bit to get as his former employer is government. We were not told anything else just that a W-2 was needed. Communication was kept by email. We get an email from a different gentlemen stating the old finance manager had resigned and that he was taking over. It was told to us in the email that the former finance manager had "dropped the ball" and that the bank sent the contract back as non fulfilled. Confused we started asking questions. First it was the former managers fault. Then it was the way the information was sent to the bank. Then it was just all of the banks fault. After a month we get a call from our trade in financial institution. The dealership had not paid off the trade in. So not only did they already sell our trade in, but they hadn't paid anything on it. Of course our credit got impacted. The finance manager told us he wasn't going to argue what the law is. When we asked for a high ups name and number we were ignored. We will be filing a complaint with the dept of motor vehicle as well as the used car Commission. We will never do business at VW of Lee's Summit again which is sad because we really enjoyed the sales dept.

  Business response

  05/01/2023

  In response to Claim ********   The vehicle was in the shop on 4/22.  There was a part ordered and when that comes in, the service department will contact her for the completion of her visit.  Even though the vehicle was purchased on the 21st, that does not mean that the trade in is paid off immediately.  There is a process that has to take place which includes the vehicle that is purchased needs to be funded by the bank before we pay off the trade in. Our Finance Director worked closely with the customer in an effort to get the new car funded.  The customer came in on April 19th and resigned the paperwork necessary to complete the funding.  The trade was paid off on April 21.I do apologize that you were not forwarded to another manager when you asked and that the incident occurred in the first place.  I do believe this issue has been resolved and there is no further action that needs to take place.

  Thank you,

  Customer response

  05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  The vehicle was purchased on March 1st, not March 21st or April 21st. Your dealership was NOT in close contact with me as it took two weeks to even let me know something was wrong. And then there was a failure to let me know that the trade in wasn't paid off. There were two people who admitted that the ball was dropped and that communication on the dealerships part was/is lacking. Regards,
  
  ****** *********

  Customer response

  05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  I am rejecting this response because: I am happy to go through how we weren't contacted for two weeks, weren't told the correct information, and then being treated as though we were completely stupid. Being told to stop being confused. Having lack of communication. Being laughed at. Want me to go on? We have purchased two vehicles with this dealership but will never again come back. I will stick by to what I have said. Again, two people there have said that your finance person dropped the ball on not only the deal but with communication as well.
  Regards,
  ****** *********

  Business response

  05/10/2023

  In response to ********

  We apologize for any inconvenience that was caused.  Thank you,

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2023 VW ID.4 with 3000 miles on it started having issues with the collision avoidance/cross traffic alert/parking assistant system. Took the vehicle to the dealership on 3/3/23 for repairs, they claim it has a bad control module that needs to be replaced. When I asked for an repair time they informed me the part is not not stocked anywhere and that it would likely be months, possibly many months until they could get a replacement. They are currently building 7500 of these vehicles in TN so there is no part shortage regardless of what they may say.

  Business response

  03/15/2023

  I have spoken with ******* and he knows we are in the process of trying to assist him.  We have reached out to our regional manager and they have red flagged his order and made it a top priority with the vendor and VW.  However, with that being said we are looking at 1 to 2 weeks before we know anything.

  I also let him know I would do my best to assist him with VW Customer Care to get his issues resolved as quickly as possible.

  Thank you

  Customer response

  03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: 19558345
  I am rejecting this response because:  This is a brand new vehicle that is being built by the thousands each month.  If it was a vehilce that stopped production 20 years ago i could there being a valid reason for taking months.  This is simply VW greed, they send the needed part to their manufacturing plant so it can be used in a vehicle they will make thousands off of.  Whereas the make absolutely nothing off of a warranty part.
  Regards,
  ******* *****

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a brand new 2023 Volkswagen atlas cross sport, with zero miles on October 18, 2022. Since buying the car I’ve had multiple issues from my car reving up for no reason. My infotainment going black or not work at all, it cuts off randomly, overheats, my car shutting off of me while parking causing serious worries while driving with others and myself. I contacted the dealership several times and have records of all communication I was told this is a know issue and a software update is coming out but that was not true. I never received any call back about status of my car. It now going on week two my car has been at dealership and they say they are waiting for a part but have no ETA. They say part can take 4-6 months or two weeks. But given I’m already at week 2 and nothing has been resolved I’m wanting answers and at this point I just want them to buy me outta my car so I don’t have to deal with them anymore. They also shorted me on a check amount that I was to receive. Currently they have my car still, with no date of when it will be returned or how they can fix it. Mind you this car isn’t less than three weeks old. It should have any issues. If the company communicated it also would be as bad, but to be told I just need to wait for a car that I’ve had for 3 weeks and still have to pay a car note all while not being able to use the car is crazy. All I want is my car fixed but given my terrible experience I really want the entire thing to be done with.

  Business response

  11/29/2022

  We have been working with ****** to come up with a resolution.  Unfortunately, we are having an issue obtaining parts.  We did involve the corporate office of the manufacturer and they are escalating the distribution of parts, but the parts still has not arrived.  We were told a date of 11/25, which has come and gone.  We have asked for the next step and are waiting for the results from the manufacturer.

  We have kept ****** in the loop and she is aware of what we are trying to do.  We explained that this is not a dealership issue but a manufacturer issue and are doing our best to accomodate her.  We understand that is very frustrating and are doing everything we can to get this issued resolved as soon as possible.

  Thank you

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/8/22 I purchased a 2021 Volkswagen Atlas from Volkswagen of Lee’s Summit Missouri. On 11/10/22 while driving the vehicle the car completely shut off in the middle of an intersection, luckily no one was hurt, I then had to turn the car’s ignition off and back on while still in the middle of a busy intersection. 11/11/22 took said car to the dealership for them to service and fix the issue. The dealership came up with nothing and told me I just had to live with it. Well while driving home that night from the service appointment at the dealership the vehicle had the same issue happen again. I would also like to mention the dealerships finance employee was very rude and even raised his voice at me while trying to discuss our issues with the vehicle and not feeling safe while driving it after owning it for not even 48 hours.

  Business response

  11/17/2022

  This is in response to ******** ******** complaing *********

   

  She came in Friday 11/11 we were unable to duplicate the issue..  She came back in on Saturday, and we did not have the availlability to look at it and asked her to bring it back in on Monday or Tuesday.

  She did come back in on Tuesday, we were able to determine it was a battery..  The battery was replaced and at this time we believe everything is good.  We have not been able to reach her by phone.  We have left messages Monday @8:30 a.m., text @ 8:48; then another message 11/15 @ 12:13 and 11/17 @ 2:31.

  Should you have any additional questions, please feel free to reach out to me at *************

  Thank you,

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

*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. ↩