Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the cancellation of my Paint Protection Policy (AAP) by Audi Richmond without my knowledge.The issue came to light on May 7, 2024, when I raised a service request to have my windshield replaced. Upon discovering the cancellation, I escalated the matter to several Finance Managers, including *************** and *****. During the first week, I was assured that the issue was on their end and that it would be resolved within a week.However, after a period of no updates, I attempted to book my appointment again on May 16, 2024, but faced the same issue. Despite multiple follow-**** I consistently received generic responses stating that my request would be forwarded to the finance department, which took no action.On May 22, 2024, I escalated my complaint to Audi Customer Relations. I received a call shortly thereafter confirming that my policy would be reactivated within two days. This promise was not fulfilled. Following this, *************** ceased responding to my inquiries. I followed up again on June 10, 2024, with Audi Customer Relations, repeating the process.This time, I was contacted by *****, a new representative who was unaware of my ongoing issue. It is concerning that the staff is uninformed about active complaints.Despite multiple calls to Audi Richmond and two calls to ***************** the dealership has failed to reinstate the policy protection for which I paid. As of today, July 8, 2024, the issue remains unresolved.I seek immediate resolution of this matter and reinstatement of my Paint Protection Policy.

  Business Response

  Date: 11/07/2024

  We are sincerely sorry for the inconvenience, and have already communicated with the client that Audi Aftercare inadvertently cancelled the wrong policy.

  We contacted Audi Aftercare and requested it be reinstated.

  We can confirm (as per the attached image) that it is now active.

  Again, we sincerely apologize for the inconvenience.

  
  Sincerely, 

  Audi Richmond.

   

   

   

• Initial Complaint

  Date:27/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car in July 22, 2023 and ********************************************************* the the Contract that *************** (Finance staff) never mentioned to me as part of the price I should pay. I called the dealer and asked ********************* (Finance) to remove the optional warranties from my financing plan.***** emphasized many times that the paperwork made clear for her I had negotiated the amount of the financing plan, as I put my initials and signed all the documents. I told her **** showed me the documents only to put my initials/sign on, I didn't read them. She must have been clear about the costs asking me if I agreed to add them to my financing plan in the first place, otherwise I would have never signed it.***** told me that maybe she should train her staff better, and also that is common to add items to a financing plan proposal when a client has poor credit like mine, in order to make it more attractive to Financial Institutions to approve it. I told ***** I don't understand anything about financing transactions but I do understand that if any item is added to an existing amount, the client has the right to clearly know about it, and that didn't happen at all.I told ***** I was really frustrated with the situation and if she wouldn't be able to remove the optional warranties from my financing plan, I would probably have to return the car. ***** simply told me she will tell a Sales Agent to give me a call to buy back the car from me.We said goodbye and this was the end of the call.Then I called and explained the situation to the General Manager ****************. He asked me to send him an email describing the call with ***** and asking for the cancellation of those optional warranties. He replied saying they have a couple of options.I went to the dealer on Sep 21st and ***** said my only option was to sell the car to them and re-buy it paying around $5k more. I asked for the paper which contained that info - or a picture of it - but she denied it.

  Business Response

  Date: 10/10/2023

  Please find the attached 5 documents: 
  1) Signed and initialed by each additonal protection plan product - Motor Vehicle Purchase Agreement.
  2) Copy of the signed Finance Agreement.
  3) Signed Time of Sale Plan - ****************************** Protection Agreement.
  4) Signed Tire & Rim / Autoguard Agreement.
  5) Signed Conditional Sales Contract.
  ************************************* had purchased her 2019 ****** Kicks from our Dealership on July 22nd 2023.  At the time of delivery, she met with one of our ************** Services Managers - ****************
  *************** presented and had accepted (as evidence in the attached documents) via various signatures from ************************************* two additional protection packages.
  ************************************* then contacted me on approximately August 25th 2023 saying she had met with our Assistant Finance Director - ********************* to review her file, but was informed that as a result of her signing all documents, negotiating on the pricing of the products and the time that had past, there was nothing ***** could do to ammend the contract.  I asked ************************************* to send me a detailed email which she did.
  I asked ***** to reach out to ************************************* to see how we could assist further.
  This is a summary of comments made from ***** about her visit with *************************************: 
  ****** came in on Thursday, September 21 at 11am with a friend to discuss her cancellation options with me. It had already been 60+ days from when she took delivery of her ****** Kicks. She is fully aware (as the contract also clearly states) that cancellations can be done within ************************************************************************* early September but postponed it another 2 weeks. At that point, getting an exception from First ******** would have been harder and I showed her her options. We could cancel her coverages where the loan would shorten and amount to finance lessens for the whole amortization period OR we would have to pay off the existing loan and re-do the whole contract, which would end up costing her more money because of the added interest charges and double-charging of tax. I showed her the amount it would be for us to pay off her existing loan as there is no way for *** to reverse the contract as several payments had already come out. She said she went to a *** and spoke to an advisor and the advisor claims that dealers can adjust the payment and/or re-do the entire contract.I asked her to provide me with the *** advisors contact that she spoke with or have him/her contact me and I could explain how automotive finance contracts work within the automotive industry (but she didnt want me to get in touch with the advisor). After explaining what her options are, her friend even told her (in english) that she signed everything and agreed on all the terms and conditions that were offered to her and that it is what is is. She then said that she is going to find another friend who can explain to her in more detail why funded contracts cannot be reversed and why the payments dont change and have the same friend possibly explain to me what she thinks is possible. I had the whole deal in front of us when I went over how her and **** negotiated and she even agreed that she did request for the payment as part of the whole negotiation process so its odd that she thought the products were free. She said she will leave the financing as is for now and that I didnt need to do anything in the meantime. In the end, I gave her and her friend my business card and told her to contact me if she has any other questions and to not wait any longer because getting a cancellation exception is just going to get harder as time delays. She walked to the 2nd floor with her friend and left and I havent heard from her since.
  
  Hope this explains my meeting with Flavia that day. 
  **********************
  From my perspective, we have attempted to assist ************************************* in working with her on her options even though it is clear to me that she agreed to all purchases as outlined.
  We have been very transparent with ************************************ and at this point it appeared that no further action was required.
  Sincerely, 
  ****************
  General Manager
  
  
  ****************
  General Manager

  Customer Answer

  Date: 10/10/2023

  
  Complaint: ********
  
  Business' response has many inconsistencies. Fact is that there are always two sides of the history.

  Clients: Never mention it is the first time buying something - I did: ****** learned. Ask about EVERYTHING and review the contract as many times you can until you have a CLEAR EXPLANATION about each and every item on the contract before signing it. And read the contact as soon as you get home! I was only one more, hope I can help others.

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

• Initial Complaint

  Date:01/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle purchase in March 2022, it was a *** **** **** **. In August, the brakes started screeching. I brought it into the dealership for a regular maintenance and mentioned the screeching and asked the technician to look at it while working on the car. They then told me the Brake parts needed to be replaced soon and provided me a quote for the parts + labour. I had only driven 26% of the cars kilometers at the time, and *** standards require parts to be above 50% remaining life. The vehicle is still within the normal expected range of usage for the brake parts but is already showing signs of needing to be changed. My complaint is that, the parts did not meet 50% remaining life when they were sold to me, and adequate supporting documentation hasn't been provided by the dealership to prove that they were. So I'm requesting them to change these parts at no cost to me, as this isn't a cost I should be incurring only a few months into owning this vehicle, as a ***. I've been communicating with the ** at the dealership and they've offered a minimal discount on the work and parts, but I don't believe this is a fair resolution as they refuse to take ownership for what might simply be an oversight, and a simple situation to resolve.

  Business Response

  Date: 06/12/2022

  To whom it may concern.

  The client has sent two separate emails, and I will answer your comment on your rotors and wiper blade inquiry within this note.
  
  ****** **** ******** ******* **********
  ******* ****** dated March 4th 2022 – within this inspection you will see that we replaced the wiper blades and measured (and noted) the brake pads and rotors
  Pads (front left = 8mm, rear left = 7mm, rear right = 7mm, front right = 8mm).
  Rotors (front left = 33.7 mm, rear left = 21.6, mm, right rear = 21.5 mm, front right = 33.6 mm).
  
  
  An internal guide based on our *** standards for rotor thickness (22 mm):
  
  
  Your vehicle spec sheet showing your pads are part number ***;
  
  
  As you can see by the measurements of our factory trained and authorized technician, at the time of initial inspection the rotors were still within specification (as per Audi and as provided above, we are mandated to replace the rotors when they are at 20 mm).
  
  You will note on the original *** inspection and reconditioning invoice that we replaced the wiper blades on March 2022.  As noted by the Service Advisor *** ******** ******, it is recommended that you replace your wipers as they are 7 months old with a normal life expectancy of 6-12 months in our climate.
  
  * **** **** ******** *** **** ********* *** ******* *** ****** ****** **** **** ****** ***** ** ******* **** *****
  
  Per my previous email communication:
  
  You will note that our Team stated that “with a lip forming on the rear rotors which was reading a 0.91 measurement, close to max tolerance but still above the replace threshold.”… this means that your rotors were originally at (21.6 mm / 21.5 mm), they were showing (20.6 mm / 20.5mm) when you came in **** ******* **** - still above the threshold but we recommended to have them replaced if your concern is eliminating the noise.
  
  I trust you now have all the required documentation that you have requested.
  
  Again, I will gladly offer a Goodwill Discount on the replacement of both Brake and Rotors for your vehicle at 20% off our normal price, plus you will receive an additional 10% off and 5% loyalty rewards by downloading and using our new ** **** App (we can help you through that here).
  
  Thank you,

• Initial Complaint

  Date:02/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car I purchased from Audi is a 2016 ** which is on the recent recall list, *** ****** ***** ****. Just a day after the recall, while I was driving, the dashboard of my car showed 6 fault lights and I was scared by this. It was all good before the recall. No one would expect a car that was JUST taken out of the dealership with a completed recall to suddenly have six fault codes. * ** *** ******** ***** ****** After that I left my car at Audi Richmond and asked them to check the cause of the accident, I left my car there on October 7th and the service department called me on October 11th and told me that they hadn't found out what the cause was, but they believe it wasn't their fault. It is ridiculous to me. I would like to tell you specifically how the manager of the service department communicated with us. She said: "We can tell you directly that it is not our cause and let you go, but we don't." ** ****** **** **** *** ** ***** ** *** *** *** *** ** *** ******* *** *** ** ****** ** ******** *** *** **********. As a customer, we consider the cause of the fault is related to the recall because it happened just one day after the recall, is it unreasonable? Should we be despised by your professional staff for having this normal and rational perception? Should we consider that the job she is doing is a gift to us, but not her job duty? The manager of the service department displayed a curmudgeonly unwillingness to solve the problem with us. Now a month has passed but my car is still in AUDI RICHMOND without any solution. My car is finance, every month I have to pay for the insurance and loan, but I can't use it. As we all know, a car that is parked and not moving for a long time also causes more battery problems* * ***** **** ** *** **** ******** *** **** ******* *** ***** **** ******* **** ** ***** *** ********* *** ***** ****** ****** ** ** ****** **** *****

  Business Response

  Date: 08/11/2022

  Hi, 

  I have reviewed the case mentioned above ***** ****************** **** ***, and can confirm that the client brought the vehicle in to our Dealership to have a recall completed ***** * *** *********, on October 3rd 2022, of which we completed.

  I can also confirm that the client brought the vehicle back to our dealership on October 7th 2022 reporting multiple fault codes were present on their instrument cluster.

  Our Team completed a complete diagnostic review of the vehicles new error codes and could not determine that the previous work was related to the recall campaign update.

  We advised the client that we would require additional diagnostic time (which would also include removing and replacing one time use only parts) to determine exact cause and solution.  

  As previously noted, we do not believe the two issues are related, but we advised the client that if our diagnostic research found that our technician did in fact cause the issue (very unlikely), we would reimburse the client for the above noted expense.

  If we determine that the issues are unrelated, then we will continue to repair at the clients direction.

  We have been very open and transparent with the client during this entire process.

  Their vehicle is still here and waiting for action.
  
  The client has also advised that they planned to take their vehicle to a 3rd part place for an investigation, of which they are more than welcome to do.
  

  At this time, it is our position that we simply need their authorization to complete the necessary work on their vehicle.  We unfortunately will not do this at no cost until we determine exact root cause of the issue.  if it was our issue, we will gladly compensate accordingly.

   

  Sincerely, 

  Mark W******

  General Manager

  Audi Richmond

   

   

   

   

  Customer Answer

  Date: 17/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Here are my points of doubt about your response:

  
  1. As you said, your team “completed a complete diagnostic review”, but cannot confirm the cause of the accident yet. May I ask how you define “complete”? As the problem has not been diagnosed yet, why  you can say that you “completed a completed diagnostic”, and why can your confirm now that the accident is no longer related to the recall? As the problem has not been diagnose yet, your diagnostic review can not been defined as “completed”. So it is your responsibility to cover the cost of replacing one-time parts when you have not yet discovered the cause. And it is not a “reimburse”, it is the cost that you need take as you are the service department that caused the issue.

  
  2. Secondly,  our car failed just after the recall was completed, if as you said, it was not the cause of the recall that caused the six malfunctioning lights, and as you said, your technicians did not touch the faulty part by mistake, then may I ask what way we, as guests without professional equipment, could have that ability to touch the faulty part to cause the malfunction? ** ** *** ***** *** *********** ******* ** ****** ** *** *** ******* ** **** ******* ** ** *** ***** **** ******** ************* ***** **** **** ****** ******* ** **********

  
  3. Thirdly, as you said, you think two issues are not related. How would you prove that your technicians did not touch the faulty part by mistake at all during the recall process to cause the faulty problem? As the complete diagnostic has not been completed, ************** *** *** **** ** ** ** ** ** **** ***** *** *** ******* ******** ***** ************ ******** ** *** ****** ********

  
  4. What will you do after you remove and replace one time use only parts and you still cannot find the problem?

  
  In summary, we can give you authorization to proceed with the inspection of the car, but we will not prepay any cost for the inspection and repair, because you have not complete a complete diagnostic and you have not find the reason. We also will not accept any payment if you cannot provide evidence of the recall repair process.

  
  Sincerely,
  
  ******* **

  Business Response

  Date: 18/11/2022

  Hi,
  In order to properly respond to the clients comments, I will handle the various numbered points individually.

  1)   The diagnostic we have completed so far is as far as we can go until we can start removing parts to get to the fuel sensor, which is what started the new error codes on the vehicle.  Unfortunately, considering that this vehicle is out of manufacturer warranty it is not covered, and need approval for us to proceed with the work.  This work was put on hold as we need the approval of the customer for the ordering the parts required and the labor to perform this to continue the test plan’s diagnosis.  If the diagnosis repair from the test plan is correct (which we believe it will be) and it is due to the faulty fuel sensor then this is not related to the **** recall. 

  2) It is unfortunate that this happened right after the recall, what the technician did was following the procedure that is required for the recall which is no where near the potentially failed part of the fuel sensor.

  3) As stated before, the recall repair is on the top part of the engine and the potential failed fuel sensor is the passenger side of the lower engine area.  Again, without being able to access the potential failed part/area, we cannot conclude the diagnostic. The potential failed fuel sensor is not a part that is easily accessible without removing the passenger side engine mount.

  4) If the sensor is not the only cause then we will continue with the diagnostic with your approval. As of right now, this is all that the test plan have led to which is the fuel sensor. Until we can get the car running properly and continue on, we then can verify if all the faults are related to just this sensor or there are other issues

  Customer Answer

  Date: 25/11/2022

  I will give you the authorization of deeper inspection process. If you found it's the problem of the fuel sensor.  I will pay that bill which is around 1600+tax. If you found that caused by the  technicians' mistake during the recall, you should cover that. Thank you.