ComplaintsforNalley Volkswagen of Alpharetta

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 Volkswagen Tiguan in March 2024. It is **** almost July 2024 and I STILL have no tag. My original tag expired and I had to drive to my tag office to find out that they had not filed the paperwork for my tag. The tag office extended my tag until 6/6/24. It is 6/17/24 and I havent received a loaner or any resolution for my tag. This is extremely unprofessional and such an inconvenience as I need my vehicle and now have to risk being pulled over to transport myself and my children due to this issue. I called ********************* as recent as 12:02pm today and got a voicemail.

  

  Business response

  07/03/2024

  I am going to personally call the guest and address her concerns. I am gathering the info will reply back here once I have spoken to the guest. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2021 VW Atlas Cross Sport from Nalley VW of Alpharetta at **********************************. on 3/15/2021. Along with the vehicle, I purchased many extra warranties. I sold the vehicle on 3/14/2023 and requested prorated refunds for the "extras" I bought, as I was well within the cancellation timeframe and also provided written request within 90 days of the sale. The dealership refunded most of the extras but not the *** insurance. I paid $995 for the insurance and did not use the entire term. I've called and emailed Nalley VW of Alpharetta multiple times since the sale of the vehicle and they refuse to return my calls or provide any response. They are stealing the money they owe me for the prorated refund that was not used and the lack of communication is troublesome. I believe Nalley VW of Alpharetta is not acting ethically or in the best interest of the consumer.

  

  Business response

  10/13/2023

  This is the 1st time that we have been notified that a refund is requested. After receiving this email from BBB, we looked to see if there has been a request submitted by the guest. There has never been a request submitted. We contacted the quest and sent him a cancellation request form to complete. Once we receive the request, we will forward it to the company that holds the policy, and they will process the return. We checked our call logs and do not have any communication from this guest from the phone number that we have on file. Please close this concern as we have addressed it promptly after being notified. Thank you.

  Customer response

  10/13/2023

   
  Complaint: 20729871
  
  I am rejecting this response because I have emails showing I notified not only Nalley VW of Alpharetta but also ***************************** twice in May and again in June. Further, I called and spoke with Nalley Finance multiple times and even went into their dealership and physically handed them copies of the *** policy and my cancellation request. 

  ***** did reach out to me on 10/12/23 after my BBB submission requesting the information again. I submitted back an email and also forwarded them the email from May 23 this morning.... We'll see how Nalley responds from here. 

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

  Customer response

  10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I disagree with their research, as I have evidence of communications, they have resolved the issue and I am satisfied. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2021 VW Atlas. It started throwing start/stop errors and beeping. We took it to Nalley Volkswagen since we purchased it from there, and it is under warranty. **** advised us that it is not safe to drive and that it would take at least 10 days to look at the car, and likely 6 months to get the parts to repair the car. They are telling us that they will not provide us with a loaner/rental car during the time that it take to repair this car. This is a brand new car under warranty, and a malfunction on the car. We have called the national hotline for Volkswagen and they are telling us that they will not provide us with a car while we are waiting. We cannot just be without the car for up to 6 months. This is insane.

  

  Business response

  01/31/2022

  Thank you for the opportunity to respond.  As explained to our customer, VW will provide a rental vehicle while the vehicle is in service.  Unfortunately, due to shortages that are industry wide, the rental company did not have a vehicle available until tomorrow.   We apologize and certainly understand this is frustrating for our customer.  

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