ComplaintsforTracy Volkswagon
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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In March 2023, I initially purchased a 2013 ********** Passat TDI SEL, which was part of the emissions recall scandal. However, due to needing a co-signer, the final sale was delayed until May 2023. Modifications had been made to the vehicle in January 2020, but at the time of purchase, I wasnt informed that it was part of the emissions scandal or that it had an extended warranty.When I first signed the paperwork, I was told I was signing for a free lifetime powertrain warranty that VW Tracy offered to their customers. One of the forms I initialed stated that I wasnt aware of any issues listed above. Notably, all the other places I was required to initial had "N/A" pre-filled. I will provide supporting documentation regarding this. Additionally, I was sold a warranty that I did not want, as the vehicle already had an emissions warranty in place, which I only discovered when the power booster failed on May 30, 2023.Since purchasing the vehicle, it has been in for repairs over 11 times, and Ive had to pay out of pocket for part of the costs, including rental car fees. I repeatedly returned to the service department, reporting that the dash lights continued to come on and that I had to add AdBlue every ***** miles to avoid car failure. Despite their assurances that the problem was fixed, the dash lights continued to come back on. This issue has been ongoing since before the warranty expired.According to the ************************, there were known problems with the modification repairs for the ********* VW Passat TDI SEL; mine is a 2013 model. However, ** claims they arent aware of any issues with the modification fix.I spoke with the warranty company and was told there was only one claim that was filed and it was for March 2024. No other claims have been filed even though my vehicle has been at volkswagon a total of 11 times. Now they are asking for an additionla $3300 to fix for the current issue I am having.Business response
10/30/2024
Hello,
We reviewed the service history for ********* ********* 2013 ********** Passet ( VIN *****************) and agree that she has had several visits to our service department over the last 15 months. The repairs have been covered by **********, *********** extended service contract, ********* and Tracy VW.
In reviewing repair order ******, the vehicle was brought in on 10/7/204 with ****** miles for a check engine light. Our technician found multiple codes P13D300, P13D600, P13D900 & P245900 which related to pressure sensors. The client authorized the additional time needed to disassemble the engine so we could determine the cause of the codes. The technician found the cause of the failure were the glow plugs. We checked for coverage under the **********'s extended warranty coverage and *********** extended service contract and found that the glow plugs were classified as a maintenance item and were not covered by either.
The technician also found that the airbag light was on and was diagnosed as a failed clock spring. This repair was covered by *********** extended coverage on clock spring.
********* has driven the Passet ****** miles since purchase and we are unable to refund her money for the purchase. We have made every attempt to get the repairs needed covered by ********** and *********** extended service contract to keep *********** out of pocket expense to a minimum.Thank you,
Tracy **********
Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Tuesday July 2, 2024, we dropped off our 2019 Jeep Grand Cherokee at Tracy *********************** for an engine diagnostic check due to vehicle blowing out white smoke from exhaust and car shaking. At the drop off we were informed that we would get a call from a technician by the end of the week with the problem and a solution. Didnt hear from them that week nor the following week. I contacted them Friday 7/12 to figure out whats going on with my vehicle. Once I spoke with a technician was informed, they had to break down the engine to figure out the problem and was told they would contact me in a week with an update. A little over 2wks weeks went by and no update. I called for the update and was told my car was not broken down yet and it would be another week. Remind you I have no vehicle and I had to rent a car. Few weeks went by and nothing. No call from them with updates. A little over a month from car being dropped off I call and still they dont know whats going on. They keep telling me they are bringing in an expert but again no updates. I dont know whats going on with my car. As of today 9/3/24, its been 2 months that my car is getting supposedly service and they cant figure out whats wrong with it and have given me different diagnosis but hasnt been fixed. I called the dealer service department and complained but nothing was done. I have spent over $1k on car rentals and seems like Tracy ********** dont seem to care.Business response
09/13/2024
Hello,
Tracy ********** is in communication with the extended warranty company to see if we can help correct this matter. We are awaiting to hear back but still working on this matter and will follow up as soon as we get an answer back.
Thank you.
Tracy **********
Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They attempted to sneakily have me sign for two vehicles at the same time and forged my signature on documents for a vehicle I didnt agree to . Then telling me the original vehicle cant be returned .Business response
06/19/2024
The General Manager, ******************************* stated that we were in contact with the customer and we have unwound the second vehicle as of last week.
Thank you,
Tracy VW
Customer response
06/22/2024
I am rejecting this response because:
it All left me confused. He gave me no actual proof they didnt cause the issue . And the dates he gave me where off from the filing date of the paperwork. Also today I received more papers about signing a car with them . Im confused by all of this and feeling like someones trying to take advantage of me we have not spoken since the day of the issue . I hope this isnt a third attempt to have me links to a vehicle . Im just confused
Business response
07/04/2024
Hello,
Would it better to come into the Dealership with your paperwork and we can everything in person? We have an Assistant Manager you can work with, *******************************, **************************.
Thank you,
Tracy VW
Initial Complaint
11/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi there - Ill attach a few images of my email back and forth with the dealership general manager and the finance manager. They overcharged me when purchasing a car back in February 2023 and have not refunded me yet, though they confirmed they would do that when the digital plate they sold me wasnt functional. I have more documentation like the lease contract, but figured this would be a good start. Thanks so much for your consideration.Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Vehicle that was purchased here was totaled early February and have been attempting to cancel my GAP and prepaid maintenance. Drove to the dealership from **************** on April 18th after numerous attempts to contact someone at the dealership. No updates have been provided and called 4 times today only to be transferred to voicemails.Last 8 of VIN:LM077536Initial Complaint
07/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a car during the last week of February. I canceled my Car warranty with the warranty companies AUL and Portfolio in March by contacting them directly because I had no help from the dealership. I have been refunded from AUL, but the dealership has not sent the check from portfolio to ***** Fargo (who I financed with). ***** told me both of these contracts were included for free and I canceled the second I found out how much it was. I am asking for the Portfolio check to be sent to whom I financed with.Initial Complaint
05/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2015 ****** Camry on 1/13/2023. After a huge delay in getting both my car and the paperwork, I discovered they had added an extended warranty without my consent. I cancelled it with them in writing within the 30 days allowed on 2/10/23. I was told that it would take ***** days to come off of my financing. I contacted my finance company after 60 days, and they still have not been notified of the cancellation so the amount is still on my loan.I have followed up with the dealership multiple times with no resolution. I have even tried emailing the finance manager and general manager and I still get no response.Business response
05/19/2023
Hello,
We have looked into this matter and updated the customer also. The customer should see a credit within the next two weeks.
Thank you
Tracy VW
Initial Complaint
04/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received an adverse action letter denying me an auto loan. I need this removed from my credit history. I went in to the dealership about a month ago to look at cars but I was clear when they kept calling to contact me to see if I was still interested in purchasing a vehicle from them. I told them that I was not interested in buying a car from them. I got a letter today stating that they ran my credit through various agencies and denied my application. I dont know why this was ran and reported as such. They are also replacing vehicle seats and marking up their prices on the back end and adding to financing. The BBB may want to investigate this practice at this dealership. I walked out when I saw this. The sales manager is not running an ethical business. I want no part of them. I just want my credit report corrected. Thats all.Initial Complaint
10/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought a car last year in may of 2021 and i still cannot register my car at the dmv and have had the car sitting for most this year since Ive been harassed by police to get a valid registration now since Ive been on a temporary registration for so long . And i no longer felt comfortable driving the car and the dealership keeps telling me theyre working on it and theyll call me back with an update but never do . Im tired of paying for a car I cannot drive without being harassed by police as well as having electrical issues and having the clear coat coming off the car when its a 2019 .Business response
10/04/2022
Hello,
We have been in communication with the customer and the customer is aware we are in communication with DMV and we should have the title in the next few weeks so this matter is resolved.
Thank you,
*******************************
General Manager
Tracy VW
Initial Complaint
08/23/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I traded in a vehicle on 7/22/22 to purchase a new car. The contract stated that they would pay off the loan of my trade-in. It has now been 31 days and they have yet to pay off my loan. I've had to make a car payment for a vehicle that is no longer in possession to protect my credit. I have left messages for the financial manager as well as the general manager and neither have have given me the professional courtesy to return my calls or clear up the matter. I have also contacted the corporate office with no response as well.Business response
08/28/2022
VW electronic payoff system had an error and we had to send a paper check is the reason
We have sent the payoff and confirmed VW credit received itThank you,
*******************************
Executive General Manager
*************************
M: ************
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Customer Complaints Summary
14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.