ComplaintsforCentennial Volkswagen
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This dealership REFUSES to help fix a safety concern in my vehicle and we feel unsafe driving around town with our newborn baby. **** been complaining about the same break issue since 10K miles. **** taken the vehicle in MULTIPLE times and theyve told us theres no fix. We took the vehicle in again yesterday where they apparently found a fix but are refusing to do anything about it because its now out of warranty but weve been complaining since it was still in warranty. The vehicle has had MULTIPLE issues since we bought it brand new and theyve done nothing but push us away refused to help. Wont answer our phone calls anymore and when they do they immediately hang up on us. We were sold a lemon and do not feel safe in driving this vehicle. It has already had 5 issues and been in the shop for over a week at a time with no fix. They refuse to even offer to buy back the vehicle and are leaving me and my newborn in an unsafe situation and condition.Business response
03/21/2024
There was a change of ownership back on October 16, 2023. Our first service appointment with the customer was on December 18, 2023. The service completed was a ****** mile service and there was no complaint about a brake issue. On March 18, 2024, the customer returned, and it was noted that the phone charging pad was not working, the rear kick sensor was not functioning properly, the front brakes were noisy, and the A/C was not getting cold. The phone charging pad complaint was verified, and the part is on special order at this time. The kick sensor was found to be operating within Volkswagen specifications, and a video of the proper operation was sent to the customer. The front brake rotors were glazed and 8mm remained on the pads. We recommended to replace the front rotors and brake pads with aftermarket products, to resolve the issue. The customer declined the repairs. The blower motor was replaced to fix the A/C complaint. We are unaware of any safety issues that *** have been before the change of ownership. We completed the necessary work brought to our attention,as well as a multi-point inspection, and found no safety issues with the vehicle other than the recommended brake service. We welcome her to come in and we will do another complementary inspection of her vehicle. If she feels that is not a sufficient resolution, she will need to contact Volkswagen Customer Care.Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They refuse to fix a KNOWN issue because there is no code showing. They literally told me to wait until it gets worse and starts showing a code. Are you kidding me??? The issue: intermittent Travel Assist fault that will ding and pop up a message. Sometimes it will do it every ***** seconds and other times it won't happen for days. It's a common issue on any VW that has the touch sensitive steering controls. Again, COMMON issue but they refuse to do anything about it with no code and told me to wait until it gets worse and causes an issue that will cause a code. Trash customer service! This is my 3rd VW and it WILL be my last.Customer response
03/27/2024
The issue in my original complaint came back as expected. I took the car back to Centennial VW again and this time the car showed the codes they claimed were required to fix the issue. They have replaced the steering wheel per the *** that was released May of 2023.
I want to be clear. I believe the codes showed the first time but someone cleared the codes intentionally for whatever reason I can not say. I have no proof but considering the codes were there this time (I verified before taking it back to VW with my own code reader), I am pretty sure they were there previously as well when they denied service. They did not fix the issue out of the kindness of their hearts or because of my complaints. They fixed it because I am pretty sure they knew I checked the codes against the *** this time and had no other choice. They didn't do the right thing because they wanted to. They did it because they didn't have q choice this time.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.