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Complaint Details
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Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Leased my car 02/20 then when lease was up I purchased the vehicle. In April of 2024 my rear view mirror fell off I brought it in for service they fixed it without replacing the mirror and informed me if it happened again they will have to order a new rear view mirror and replace it at no charge to me. The mirror has now fallen off again I brought my car to be fixed without replacing a new part and when I got there the service worker said I would be responsible for the part and labor I then informed him that it was not replaced in 2024 and that it would still be under the 5 year warranty when I purchased vehicle. He informed me I will have to pay I then informed him I will pay but I will go to small claims court and file a complaint with BBB he then informed me they will not fix my car and told me to leave. Service manager informed me that when someone says they will go to small claims court they have a right to deny. When I purchased the car it was purchased with a 5 year warranty excluding brakes oil changes and wheel alignments . If the mirror was replaced the first time this would not have happened 5 months later. I expect the mirror to be fixed by Volkswagen where car was purchasedBusiness response
11/14/2024
Regrettably, the part failure resulted from an external influence, which is not covered under Volkswagen's warranty policy. As a franchise, Platinum must follow Volkswagens warranty guidelines and does not have the authority to alter these policies. The customer was quoted $175 for the repair. Additionally, Platinum offered to reimburse her for this amount should she choose to lease or purchase a vehicle with us.Initial Complaint
03/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 10/20/23 I ordered a clock spring order number *****. The part didnt work, I even had it checked by a licensed auto shop and they confirmed. After several months Platinum VW finally provided a return shipping label, here is the tracking number **** **** **** **** **** **. I have a screenshot showing proof of delivery if needed. So Platinum VW has the part in their possession and has not credited my card back.Business response
03/12/2024
The customer had to wait until Paypal finalized the case. The case has been cleared as of now. There is a copy of the customer refund attached.Customer response
03/14/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought the car into Plantinum VW on 12/4/2023. I wanted the clutch looked at. I received a call from ********************, requesting a $1,000.00 deposit to order the parts to fix the car. On 12/11/2023, they said they fixed the clutch but now the car needed a new transmission. *** agreed to charge us $7,100.00. *** also told us that there was a modified hose in the car that made the check engine light go on intermittently, but that we should not worry about it because it would have no problem passing inspection. A week later we received a call from *******************, the manager, to let us know that *** was fired and the bill was now over $8000.00. I argued with him because we did not agree to that *****. *** said the price would be $7100.00 out the door. He said he didn't give authority for that and raised the bill to $7318.68. We paid the bill and they released the car even though the check engine light was on. On 1/27/24 we dropped off the car to them because the car had to have a new state inspection sticker issued. We told them what *** had said about the check engine light being no problem and to look at the file notes. They said they would do the diagnosic test on Tuesday, the 31st. We heard nothing from them. On 2/2/2023, I spoke with ****** the new mechanic who said they had sitll not run the diagnosic test because we didn't have an appointment but he assued me that it would be done that day. At 2:30, I called and ***************** He told me that ****** went home early for the day and that they couldn't get to it until next week. I told him that was crazy since they had the car for over a week already. I asked if they had only one mechanic and he said only one that knew ******* car. I don't know what it going on with the management at that shop, but you do not hold on to a car without at least running a diagnostic test for over a week. He then refused to work on the car, told me to pick it up and hung up. Very unprofessional behavior & poor management..Business response
02/05/2024
Customer bought a used beat up car with a ton of aftermarket parts from a used car dealer or private party. The car itself has basically no original hoses or clamps and a ton of other non OEM parts in the car. It is clear the car was worked on by an outside shop as the transmission was removed before the car was brought to us. We documented everything which you will see on the repair orders and I will also attach a video of the mechanic literally telling the customer his issues and that the check engine light will come back on. Please see the video at this URl please copy and paste in a new window. **********************************************************************************
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Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.