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:10/02/2023

  Type:Sales and Advertising 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 was trying to purchase a preowned ******** SL550 that they were advertising online, and I had the worst car buying experience of my life. first, we made a deal for $55300 which would include a 3 warranty, then they backed out of that deal. I proceeded to negotiate a new price and we made a new deal for $55k with no warranty. I drove for 3 hours with cash in hand to go finalize. however, when I got there I noticed the car has significant front and rear bumper damage that was never disclosed in addition, the windshield had a rock chip and bunch of dings and scratches all over the car. I was shocked that a dealer would present a car in this condition and not even disclose it to the customer. They agreed to fix everything, and I can come back and purchase the car if the repairs are satisfactory. Since I was there already, and based on the extent of the repairs needed, I made them an offer of $45K as is and fix it myself. They declined the offer and promised the car for the previously agreed price of $55k. This process took weeks, and they kept leading me on. Because I am the man of my word and when I make a deal and shake hands with someone, I HONOR that deal, I passed on other opportunities waiting for them. Finally, I was notified last Friday that the car is done, and I made several attempts to contact *********************************, the sales manager to make plans to finalize the purchase. However, he kept avoiding my calls and text and he finally contacted me on Sunday telling me that he is backing out of the deal yet again. I was not happy to hear that, but I asked him how much he is asking now, and he kept dodging my questions. He finally said he must reevaluate all the repairs and will let me know. Unfortunately, I found out that he was lying to me the entire time because they sold the vehicle on Saturday. I am sure they did not disclose all the previous damages to the front and rear bumper that had to be completely stripped and repainted to whomever they sold the car to.

  Business Response

  Date: 10/03/2023

  During the week of September 11th, a sales associate from the Lamborghini store came to management about a client that was interested in the ************* SL that was previously in the Exotic inventory. In that period of time the car was just transferred over to our Land Rover dealership, which is where it was inspected by that dealership.
  
  The manager wanted to confirm the car could be reconditioned and retailed to a customer because of its good equipment and unique color. So, we set up a service inspection and went through it with a fine-tooth comb. The service department replaced tires, fixed a small broken piece that rattled, did a normal service, and fixed the cup holder. The body shop we used came in to inspect the imperfections on the bumpers, ding on the door and said they could fix everything. All of which is normal recondition to a car and does not need to be disclosed on a Carfax report. The wheel repair vendor would then refurbish the curb rash wheels after it the completion of imperfections.  
  
  At this point the sales associate from Lamborghini said ****** then came to the *** pre-owned manager about to purchase the car for $55000 without tax and inclusive of a warranty.
  

  That offer was declined,and management came with a counteroffer of $55000 plus tax and license with no warranty. The client was adamant about the warranty being included, so we had our finance manager call ****** to review his warranty options, which he declined to pay for.  

  The same sales associate from Lamborghini then came to our *** used car manager on October 19th to get a deal written up for $55000 plus sales tax, which the client did not put a down payment, did not wire money or leave a deposit and zero paperwork was signed. 

  The very next day ****** came into the dealership and the Lamborghini sales associate showed him the car after simply washing it before the body shop fixed the imperfections or rims were refurbished.  

  At that point the client offered us $45000 for the car without letting us fix anything because he felt someone, he knew could do a better job.  We declined that offer and I continued to fix the car to put it up for sale.  
  
  We let him know that he will have a chance to purchase the car once it has been completed and of course if it meets his standards.  
  
  Then after it was completed, the Lamborghini sales associate was out of town and wanted the client to contact our *** used car manager about seeing the car.  
  

  On Saturday September 30th the *** used car manager was here in the morning and left about 12:30pm.  Later that day towards closing time, the dealership sold the car, but the *** used car manager didn't have access to systems from home to see if that car was sold.

  The following day,October 1st, the client started texting the *** used car manager about wanting to see the car and get a deal done at his original offer of $55000 but only if the imperfections were to his standards. 

  At that time, we let him know that the dealership was closed (which was on a Sunday).
  
  When the *** used car manager came into the dealership on Monday, he started getting text messages from the client calling him obscene names and kept harassing him with threats.  Threats of sending in complaints to BBB and Lamborghini. ****** then found out that the car had been sold on Saturday September 30th.

  At no point did ****** sign a purchase agreement, leave a deposit, or fully commit to the car in any real way. From our perspective we wanted to get the car prepared to sell. We told him what we would take the car off the market with an agreed deal - while telling him it of course it would need to be reconditioned to his standard. We apologize the car sold on the last day of the month and have explained we would be happy to try to find a similar car.

• Initial Complaint

  Date:12/03/2022

  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.

  On March 25, 2022 my fiancee (***** ****) and I purchased our 2019 Q-5 SUV off the lease. This transaction took place at Indigo Auto Group in Rancho ******, CA *****. The entire amount due, along with $438 for CA license tags were all paid at this time. The entire transaction was done with Mr. Brian ****** in the Finance Department. Long story short, after countless mistakes on Mr. ******'s behalf, we never received our tags. After several months we drove this vehicle back to our second home in Germantown, TN where we also live. We were forced to now license this vehicle in TN, as the CA temp tags had expired. I've made numerous attempts to request a refund for our $438, but continue to get the run around. I've gone into their dealership many times requesting this refund, but they always have an excuse. I was trying to avoid Small Claims Court, but we are running out of options. Thank you for your help in this delicate matter. Sincerely, ***** *****.

  Business Response

  Date: 12/13/2022

  Hello - thank you for the message. I have spoken to our finance and sales team. A refund has been issued by our business office on 12/12/22, the customer should receive it shortly.

  
  

  Thanks

  
  *****

  Customer Answer

  Date: 12/19/2022

  Hello ****** *******,

  
  

  First of all, I want to sincerely "Thank You" and your team members for assisting me with my complaint #18520004 against Indigo European Motorcars, LLC.  

  
  

  I see in your response to me, they said, "A Refund Has Been Issued".  Unfortunately, I've been told this for the past 6 months on several occasions.  They told me it's been approved by all the managers and a check will be mailed out.  Again, this has been going on since March of 2022 and we still have not received a check.

  
  

  You said to respond within 5 days, so I would like to go on record by letting you know, as of today, still no check.

  
  

  I would appreciated your suggestions what to do at this point?  Thanks again for all your help. 

  
  

  Kind regards,

  
  

  ***** *****

  
  

  Business Response

  Date: 12/19/2022

  Hello -

  
  

  Below is the Fedex tracking information:

  
  

  FedEx tracking number is as follows: 77082****192

  
  

  It should arrive before 8:00pm 12/20/22

  
  

  Thanks

  
  *****

• Initial Complaint

  Date:08/19/2022

  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.

  On 12/3/22 Rancho Mirage Audi installed new brakes and supposedly fixed a noise in the door. The noise was something that started after RMA fixed my window. My new brakes stated squeaking right away. I gave it a few weeks hoping that it would stop. It never did and the noise in the door came back. Before this, I had never had squeaky brakes. I called Audi twice trying to get an appointment to have them fixed. I was told that ****** would get a message and try to get me in before the first appointment was available. I never heard from anyone after either phone call. A few weeks later I called in again and said that I would like to make an appointment. I was tired of waiting to hear back from Lorena. Again, my appointment was weeks out. Hours before my appointment on 4/22/22 ****** left me a message asking if I would like to reschedule because they didn't have any loaner cars. I knew that there was not going to be a loaner available when I made the appointment. All ****** mentioned on the message was fixing the recalls. I called right back and left her a message stating that I still needed to keep my appointment because it was for my brakes that had now been squeaking for months and to fix the noise in the door. I had no idea that there were even recalls. When I came in, ****** had paperwork for me to sign for the recalls. She never mentioned anything about my brakes or the noise. I tried to tell her multiple times that my brakes needed to be fixed, but I was ignored. When my car was ready to be picked up, only the recall was done. No one looked at the brakes or door. I wrote an email to the manager on May 12, 2022 with my issues. I heard from another manger, Leonel Machuca once promising that he would get back to me. He never did. I emailed him again on 8/11/22. He responded on 8/12/22 stating that he would get me in the following week. I still haven't heard from him!! I paid $949.81 for brakes that squeak and I have a door that is broken because of work Audi did!

  Business Response

  Date: 09/08/2022

  On August 30^th, 2021, customer brought her vehicle in for a noise in the driver’s window when rolling the window up. Upon inspection the technician notated that the noise was coming from the window regulator and replaced the regulator. The customer returned on November 29^th, 2021, for a brake squeak concern as well as a noise coming from the driver’s window. The technician recommended and customer approved rear brake pads and rotors for the brake squeak. The technician also noted excessive dirt in the driver’s window seal at which point he cleaned and lubricated the seal, at no charge to the customer, and confirmed the noise was no longer heard. Customer came back on April 21^st, 2022, at which point recalls were performed but there was no notation on the repair order by the advisor regarding a noise from the brakes or window. The customer returned on August 26^th, 2022, for the repeated brake squeak and window noise. Upon inspection the technician notated glazed heat spots on the rear rotors and recommended replacement to correct the brake squeak. This was done at no cost to the customer and the technician confirmed the brake squeak was gone. The technician also inspected the window noise and found excessive play in the drivers within the door panel and applied foam tape inside the door panel and confirmed this corrected the noise concern. Unfortunately, due to a COVID outbreak within the service department there was a drop in communication with this customer and a delay on returning her calls. This is not an excuse on the side of the dealership, but a valuable lesson learned and a great coaching experience for the service staff. Since this experience we have conducted training with our employees to better handle these situations in the future to approve our customer experience.