ComplaintsforAudi Kingston
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Complaint Details
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Initial Complaint
27/04/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Hello and Thank you for taking the time to review my email below. On October 8th of '21, I purchased a 2017 Audi Q7 VIN ***************** from Kingston Audi. ******* *********** ************************ was the sales person and he was 10/10. The vehicle was Certified Pre-Owned (CPO), with purchase of the ext warranty. At the time of the “walk around”, my 22 year old son and I noticed a small rock chip/ding on the front passenger side of the windshield. We had pointed it out to ******* and he stated that the mechanics didn’t believe that it needed to be replaced, however, I stated that it will start to split at some point. When, who knows. ******* stated to us both that if we start seeing it crack to let him know and the dealership will look after the replacement. Now, that time has come and the windshield requires replacement. Understanding this is 6 months later and that it is still the same chip that we had pointed out at the time of purchase. I have contacted ******* and he stated that if it was 15 - 30 days after purchase then that would be fine to replace. That was not disclosed at the time of purchase. Living in Ontario with many 4 season elements who ever knows when a crack in a windshield will start to move. If the windshield was new, like it should have been when selling me the vehicle, we wouldn’t have an issue. Especially being CPO’d. I live approx. 5 hrs from Kingston and took the dealership at its word so I didn’t have to come all the way back after the installation (we took the train one-way to Kingston then drove the vehicle home). The windshield crack is becoming longer by the day and is closer to a hazard for driving now. My son and I both believe that Kingston Audi should stand behind their claim of replacing the windshield, as promised to us both last Fall. We believe that we were misled. Any help is appreciated. NOTHING was noted on the contract forms at the time of purchase (kicking myself now) only verbal agreement to my son and I.**** ********Business response
18/05/2022
From: **** *******
Sent: Wednesday, May 18, 2022 11:06 AM
To: Kevin Cameron <[email protected]>
Subject: Re: Better Business Bureau Complaint I.DGood afternoon ****,
Hope all is well!
I received your letter, along with the request from the Better Business Bureau. Once again, I appreciate the time you’ve taken to reach out looking for a solution. I do understand your frustration.
As I have said, the dealership always takes any required actions to ensure our pre-owned vehicles pass safety inspections; if they are sold with the option of a Certified Pre-Owned Audi, we make sure to hold the vehicle to that higher standard as well. Regarding windshields, Audi certified plus requires that “If cracks or chips with cracks spreading are present, replace the windshield.” This wasn’t the case with your vehicle, the vehicle passed both safety and Certified Pre-owned inspections.
When it comes to the reference of taking legal action, I have confidence that we did everything that was required. The car didn’t have an issue until 6 months after the purchase. I believe the burden of proof would fall on you to prove that we didn’t meet the requirements. Which would be very tough to do.
On another note however, I can’t confirm a conversation didn’t take place with ******* as it can’t be proven one way or another. So, if you would like to bring the car back to us so we can inspect the windshield, we can see if there is any proof of your claim that it was caused by a chip that was there on delivery, or another possible scenario that is was caused by something hitting your windshield more recently. If that is confirmed, maybe we can have a conversation about helping you cover the deductible that the insurance company will charge for you to get your windshield replaced.
Let me know what your thoughts are about this solution.
Regards,
**** ******* |General Sales Manager
Customer response
19/05/2022
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.
Sincerely,
**** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.