really awful
Typical Repair Cost:
No data
Average Mileage:
1,100 miles
Total Complaints:
1 complaints

Most common solutions:

  1. not sure (1 reports)
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This problem may be covered under warranty. Ask your Volkswagen dealer.

problem #1

Jan 182018

Atlas SE

  • Automatic transmission
  • 1,100 miles

The axle on our 2018 7 passenger Volkswagen Atlas broke 19 days after driving it off of the lot. Took the car back to the dealer and they deemed the Atlas unsafe to drive. This is extremely alarming considering had we been on the road with our 3 small children, this situation could have been very bad.

The service department at Stone Mountain Volkswagen was very understanding and set an expectation of 2-3 weeks to repair. They put us in a loaner vehicle a Volkswagen CC. Which was all they had a the time. We could barely fit into the car and the car had no trunk space. The whole reason for wanting the Atlas was for the space and we thought it was a safe vehicle for our family. We dealt with the length of time it would take to fix because we actually thought our car was getting repaired.

At exactly 3 weeks after taking the vehicle back my husband and I called to find out what was going on as we heard nothing in regards to the Atlas being repaired. We were told at that time that the dealership was still looking to get the part. At that time they said that it would be another 3-4 weeks. Which at this point we were pretty frustrated and disappointed. We are paying for a vehicle that we cannot even drive, and the dealer has had it longer than we have.

We also found out, at the 30 day mark, from the dealership that the company that makes the part had no ETA on when the part would be ready. At this point we were upset. Felt like Volkswagen did not care about a client who is paying for a SUV while driving a car that can barely fit your family. Also upset because during this time nobody proactively reached out to inform us of the situation. We also called Volkswagen Customer Care several times in regards to this and got the same answer, " I'm sorry" but no resolution until one rep named Ryan (thanks Ryan) decided to escalate it to a Region Manager.

The manager made calls to my husband while he was at work, when he was able to call back the manager did not answer. He left voicemails for her to callback. She never did. She then called to notify us that the case would be transferred to Retention Resolution Team. We haven't heard from them yet. We also called Volkswagen Group of America Corporate Department and we were transferred to the TDI Escalation Department, in which we had to leave another message. After the 30 days passed we over-nighted the Vehicle Repurchase or Replacement Request to an address that we received from another Volkswagen Customer Care representative to have the car replaced, which is within our right under Georgia Lemon Laws.

Yesterday the Dealership called a said the part would be ready next week. They called back today and said the vehicle was fixed and that we should come get it. This is very suspicious as we do not want a rush job because we do not want to be right back in this situation and if it was this easy of a fix then why was it not done in a reasonable time frame. It is also suspicious that now something is being done because it seems like they do not want to give us a complete new car, which to my understanding is required by law. This has been a very unpleasant experience, and we never had this problem with our Volkswagen Jetta.

- jen333, Atlanta, US