ComplaintsforAudi of Mississauga

• Initial Complaint

  23/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased “3 years Audi Aftercare MBP” from Audi Mississauga, Ontario. Ref: Audi Aftercare # ******** ****. “Audi Roadside Assistance” service is a feature of “Audi Aftercare MBP”. Let me explain the situation. On 25th January 2023, 4:45 -5:00 pm, I called Audi Roadside Assistance. First time, when I called, I spoke to a lady and explain my situation and ask her to tow my car to your private location she said “We don't tow cars to any private location, we only take your car to an Audi dealer”, then I ended the call and told her that I will call you back after some time. Then I spoke to my wife who was stuck on the road on that day on that time and I decided to tow the to an Audi Mississauga. After a few minutes I called again to Audi Roadside Assistance and this time I spoke to a gentleman. Whom I explained my situation again and requested to tow the car to the Audi dealer in Brampton, Ontario, then he took my car information, name, phone number, location of car & address. After that, he put me on hold to process the request, I was holding the line for 4-6 minutes (approx.) then the line was disconnected, Then I tried to call Audi Roadside Assistance” (1 800 411 9988) many times, but nobody picked up neither anybody called me back. Nobody called my wife (**********) Then I decided to take help from somewhere else to rescue my wife. I have complained Audi AfterCare by phone and email and they are telling me that Audi Roadside Assistance is a third-party service provider and I have to deal with them. Nobody in Audi Canada is supporting me, just passing me from one department to another. I didn't get the service when I needed most. I requested Audi Mississauga to give me back $ 3600+tax (approx). *** *** ********** ******** ****. ********* **** *** **** **** ***** ********* *** ********* * ******** ** ** ** ******** ********** ******* ** **** ********* *** ********* ******** **** I explain all Audi Mississauga but they said they can’t help. I can complain to BBB.org.

  Business response

  19/06/2023

  Thank you for providing the feedback and details in this case which was previously raised with our team. Because the Mechanical Breakdown Protection provided is a product of Audi Finance, we are escalating the case with them for help with a resolution for the customer. Initially there seems to be a disagreement between the Roadside Assistance provider who did arrive on location, in terms of the incident qualifying for coverage. We are looking to get this clarified and remedied with Audi.

  Kind regards,

  ******** ******

  General Manager

• Initial Complaint

  15/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern: I have been a loyal customer of Audi Mississauga for over 10 years with 2 vehicles purchased with ********, but I've never seen such a lack of professional courtesy after visiting the Audi ******* location at **** **** ******* ***********, ON, *** *** and I had bumped into a car in the service garage that wasn't parked properly in the service bay. I had scratched the bumper and later the service staff, ******** demanded that I prepay $1350 for labour and parts for a 'spoiler'. I have tried to contact the manager, a certain ********** guy, who doesn't answer his emails nor can you email the general manager, ** ****** who has no photo or email. I haven't seen such arrogance in a long time from a dealership. There was no conversation about taking care of the labour cost or a discount on the spoiler part as a gesture of professional courtesy for a loyal customer; just to hand over the money. I was ******* into paying without discussion of no-fault insurance and wasn't able to contact the owner of the vehicle I scratched. I was given no receipt since the incident on May 6/23, and no documents. Thank-you for your time. Regards; **** ***** ******************* ************

  Business response

  07/06/2023

  Good morning,

  Since the complaint filed by our customer, we have been in contact with him to resolve the situation and to try and streamline the insurance process as best we can assist. Prepayment was taken in error by our Service Advisor who was not familiar with the claims and reimbursement process as typically these types of instances are private claims between individuals. We have since reversed the charge to *** ***** and have attempted to work with the owner of the other damaged vehicle that was in our drive thru (who is reluctant to proceed with an insurance claim). Our Service Manager, ****** ********** has been in communication with *** ***** and remains available for any outstanding questions or concerns.

  Best regards,

  ******** ******

  General Manager

*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. ↩