Josh and Jennifer Cowan, a couple with a deeply rooted passion for Volkswagen, are frustrated. They’ve had Volkswagens throughout their lives, and looked forward to buying their first EV – the ID.4 SUV.

“My wife’s first car was a Volkswagen. We’ve had three Jettas, a Tiguan, an Atlas, and so the ID.4 was a next good step,” he told WFTV. They bought the 2021 ID.4 for $32,000 with low mileage, meaning it was still under factory warranty.

A few months after they brought it home, underlying issues began to crop up. The airbag warning light illuminated and there was a troubling clunking noise when the car was in motion.

A technician told him the issue was due to faulty motor mounts. However, the sound persisted after the repair. A different technician said the EV needed a new transmission. Since the diagnosis seven months ago, the ID.4 has sat in the shop. No one has given the Cowans an estimate on when they’ll get their car back.

The dealership told the disgruntled couple, who’s been driving a Tiguan as a loaner, that the automaker hasn’t supplied the shop with the specialty tools to install a transmission.

“So, there it sits.  Now it’s been seven and a half months. Two additional recalls on that car have happened in the meantime that they don’t have fixes for,” said Josh. Since they bought the ID.4, Volkswagen has issued a “cease to sell” order due to the recalls.

The first recall is due to the doors opening if water gets into the door handles, and the other is a software issue. If the software malfunctions, drivers can’t read the speedometer or see the backup camera.

So, the couple went to the media for answers

The Cowans, frustrated with the radio silence from the automaker and the dealership, turned to WFTV investigators. Though, reporters met the same dead end.

A reporter tried contacting the Director of Communications for the company several times, and the dealership just as many, only to be left with empty promises of a follow-up email or phone call.

All the while they continue to pay insurance and loan payments on a car they haven’t driven in almost a year. And they can’t pursue Lemon Law options, as it only applies to new cars in Florida. The Cowans bought it used, leaving them to sit and twiddle their thumbs.

“It’s frustrating, and we feel really let down by Volkswagen,” he said.