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:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11-26-2024, I was charged $4304.93 to address an oil leak in my vehicle. The issue originated when ****** Dealer did not correctly reinstall the gearshift bolt, jeopardizing my safety and requiring further repairs. Additionally, it was discovered that there were significant oil leaks from both the front and rear of the oil pan, leading to a recommendation for its replacement. ****** Dealer refused to resolve these issues and instead proposed a 15% discount on any future repairs.

• Initial Complaint

  Date:08/28/2024

  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.

  Date of transaction-4/6/2020 Purchase- USED 2019 **** A3 VIN# ***************** Total paid- $29,646.58 Warranty/Maintenance- 4yrs/50,000 Miles, 12 years limited warranty against corrosion Perforation, 1 year/10,000 miles schedule maintenance free of charge, 4 years roadside assistance coverage provided by 3rd party. (This infomration came from the window flyer, which I jusy now noticed in red writing COMPANY VEHICLE-NOT FOR RETAIL SALE) after speaking with **** of ************ I'm being told that I still have CPO warranty till the end of August. They called dealership and asked for them to call me. I have not heard back from them. I have encounter way to many issues with this vehicle. I have brought this car back to the dealership more than once since purchased . I have received many RECALLS which I believe it does not get properly fixed. My last visits were due to 1) Vehicle turns off while waiting to park or waiting for a gate to open. Dash message says START/STOP SYSTEM: deactivated. Please start engine manually. 2) When passenger seat is occupied by an adult I get a message with a loud beep saying passenger airbag on. 3) Vehicle will not start message KEY NOT RECOGNIZED. Per dealership I was told that my warranty was expiring in August 14th, 2024. I spoke with Manager ***********************, who I asked to extend my warranty as the repairs were not completed. Per Manager he stated that's not going to happen. They can't help me because they can't get an error code nor see what the problem is while technicians are testing the vehicle. Computer cannot detect any issues. Manager recomended that I call CRC at ************ and file a complaint. Reference #********.

  Business Response

  Date: 09/03/2024

  **** Riverside has previously replaced the passenger seat occupancy sensor per a recall campaign. We have also replaced the key fob batteries so the signal from key to vehicle will remain strong. Per the repair orders the issues being presented cannot be further duplicated and are considered corrected at this time. **** of America will not authorize a dealer to make repairs or replace items without a known fault code or issue being actively presenting itself when the vehicle is being diagnosed. We have noted in the customers file the issues to establish the concern presented for any future concerns. The service team has also spoken in person to the customer about the concerns and explained in depth what was going on with the diagnosis and our limitations on what we can do without any active faults. *********************** our Service Manager suggested the customer speak to the **** Customer Care team as well so there would be notes in the vehicles file. While we have corrected the issues presented we cannot extend a factory warranty coverage as those warranties do have time and mileage limitations.  

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because:
  My vehicle is currently in their shop as I was told to bring it  back to them. It has been brought back to them more than once and the issues do not get corrected as they stated that they cannot duplicate the issue. I have provided several pictures indicating the issue. I also contacted there ************* team in which they state that the dealership has to handle this matter. All of these issues where presented to them before my warranty was expired. 
  
  

  Business Response

  Date: 09/13/2024

  Clients complaints were logged and transmitted to ***** Customer picked up vehicle on 9/12/2024 and was given details on actions taken by ********************* the Audi Service Advisor to address the issues presented. Customer understood the information given and will reach back out if they do arise again and we will be happy to assist her in any manner we can. 

  Customer Answer

  Date: 09/15/2024

   I am rejecting this response because:
  
  Vehicle still has unrepaired issues that have not been fixed. 

• Initial Complaint

  Date:01/04/2024

  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.

  In the past few months, we have brought our car in for a radiator line replacement and new motor mounts. During a routine oil change that followed, a major service was suggested, which we agreed to, trusting their expertise. However, what followed has been a cascade of problems that have left us both frustrated and financially burdened. Shortly after the major service, we noticed smoke coming out of the exhaust and an unusual emission smell within the car. Despite bringing the car back to their service center, the technicians found no apparent issue. A short while later, our car's oil indicator signaled a need for oil, despite only being driven for less than 300 miles. ****** their team could not identify a problem. This pattern has repeated, with the car's oil indicator signaling a problem after less than 100 miles of driving, and their team still unable to identify the issue. We are now over $5000 in services, with a car that is still experiencing serious problems, and no clear path to resolution. Adding to this, the customer ********************** we have received during these ordeals has been far from satisfactory. We have been treated condescendingly by the service advisors, and the communication between them has been poor. Furthermore, every time we have picked up our car after it being "checked," the fuel tank has been left on empty. I initially advocated for taking our car to the dealership for its servicing due to the promise of certified technicians and trusted service. Now, we find ourselves in a situation where we are paying for problems that we never had before and are being treated poorly in the process. We have always taken care of our car, conducting all necessary maintenance on time and driving it gently to ensure longevity. To have these issues arise after servicing at a trusted dealership is deeply upsetting. As of today, our car has been with them since before Christmas and we are still without a diagnosis or solution.

  Business Response

  Date: 01/08/2024

  We are meeting with the Mr. and *************** on January 10,2024. We will discuss their complaints in person and will have our shop *******, Service manager and myself the General Manager present to see if we can come to an understanding/ resolution to the complaints issued. 

• Initial Complaint

  Date:12/19/2023

  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.

  Car was taken to Walters Audi on 2/27/23, explained to service advisor that car was burning a lot of oil. Car was returned to me 3/4/2023 and was told to drive the car until the oil light turns on again, in which it did about a few days later and the car was then kept at the shop for a oil consumption test, after a few months car was then returned to me and was told by the service advisor that I would be needing a new engine which would be covered by my warranty and will arrive mid June or early July but as of the moment I would have to keep driving the car. Car was returned to me again in May so they said within a month or month and a half they would have the engine. When July came around I messaged service advisor asking about the engine update to which I was told that they had no update on the status of the engine as they hadn't received the order number or tracking number. September came around and engine light now turned on so I messaged the service advisor letting him know the situation and he replied with "will have to diagnose it." When asked about the engine again he stated there was no update on it. Throughout these months since car was given back I have been adding oil on my own as I was instructed to. October came around and car indicated low oil pressure so I then contacted service advisor again and was told to take in the car to get it diagnosed, so when I was given the car back, service advisor stated that it just didn't have enough oil and that the oil sensor indicator wasn't reading the oil level right. I expressed my concern about checking oil and how would I know if I had put enough oil since the oil indicator on the screen stated that oil level was ok, service advisor then said to take car in weekly to keep checking oil level and get it topped off. It has became such an inconvenience having to take it in every week as I don't leave near the dealership and they still haven't got an update on the engine. My car isn't driving the same anymore.

  Business Response

  Date: 01/08/2024

  *************************** vehicle was presented to us. Attached you will find the Repair Order that shows the order of events with our testing oil consumption test and eventual ordering of a new engine from Audi. We also performed and completed the CV boot axle leak that was a concern at the initial assessment. The repair order also shows that Initial time for procurement of the engine was initially given to us by parts distribution to be 1-2 months. Since that initial assessment the lead time has been moved to now the first quarter of **** due to a global parts shortage of that particular engine. This is completely out of the hands of Walters Audi( we have requested this be expedited last year as well) and we are also under the constraint of *************************** extended warranty coverage thru Carmax (this is not an Audi vehicle service contract but a 3rd party) *********************** was advised that engine is on back order as well. We would very much like to be able to complete the repairs and have her vehicle in good running condition, however the procurement of the engine at the moment is preventing us from do that. I hope that she understands that we are on her side but we can only do and get the engine from this source(OEM) and it is also a decision that her 3rd party insurance company has authorized.  

• Initial Complaint

  Date:03/17/2023

  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.

  We are seeking a line by line breakout of the pro rata return of our upgraded Platinum Warranty for the total purchase amount of $11,076.00.On 12/17/22 we sold the vehicle and requested a return of the Platinum Warranty and Gap coverage and emailed the executed cancellation to ***** ********** on 12/27/22.We followed up with ***** ********** 1/4/23 that he was out of the office but did receive and was having the cancellation processed accordingly.That same day I requested that he confirm the upgraded Platinum Warranty cost and Gap Insurance cost and if he could provide us an estimate of the pro rata cancellation refunds that we should expect.As expected by this dealership ***** advised me that the warranty was $6,921 and the Gap Insurance was $999.I advised the Warranty cost was incorrect. I emailed a copy of the upgraded Platinum Warranty agreement reflecting the $11,076 that ****** ******** confirmed was on file and no further documentation would follow.***** then phoned me back on 1/5/23 advising that he figured it out and that basically they were going to deduct their additional cost they put in to upgrade the warranty and I asked how they can deduct any amount from a legally binding contract.The manager from Walter's Audi (**** ********) phoned back to advised in fact I was correct the contact amount cannot be altered and that they would "eat their additional cost they provided to make their wrongs right" and the proper pro rata cancellation would be processed based on the $11,076 warranty cost and could not give me exact figure but estimated the refund to be $8,700 range plus the pro rata cancellation of the Gap Coverage.That made complete sense to me and we were on standby for the refund.Monday 2/6/23,we recd a check from Walter's Audi in the amount of $3,611.42 that provided no details of the pro rata cancellation as we have been requesting and that the refund provided did not make any mathematical sense based on the warranty contract amount of $11,076.

  Business Response

  Date: 04/18/2023

  Below is Walters Audi response and resolution to the consumer complaint which was agreed upon by all parties on 3/31/2023.

   

  At time of sale customer had purchased a Powertrain only warranty for the amount of $6921. It was later discovered that this would not be adequate coverage and both parties had agreed to split the cost difference of $4155 to move coverage. Dealer agreed to pay $2077.50 to switch coverage from Powertrain to Platinum coverage. Customer had repairs done on the vehicle in which the Platinum warranty did in fact cover. Customer cancelled warranty on 12/26/2022. The cancellation form was turned into Audi Pure Protection for refund disbursement to customer.

   

  Walters Audi provided customer verification of the amount we received back from Audi Pure Protection for their warranty cancellation of $5688.92. Dealer had proceeds from cancellation sent to us from APP(Audi Pure Protection) which in turn we sent to client in the amount of $3611.42 ck#289700 on 1/31/2023. The amount of $3611.42 was based upon the initially agreed upon item that dealer would cover half of the “upgraded” cost of the Platinum warranty and dealer was due $2077.50. After listening to customer concerns and researching,  Walters Audi has agreed to refund customers $2077.50 they paid for the upgrade and was agreed upon by customer after we showed her confirmation of the full amount we received back Audi Pure Protection. This amount of $2077.50 will be sent to client on 4/3/2023 along with the GAP cancellation that was requested as well of $561.39. The total amount of the check will be $ 2638.89. Walters Audi considers this complaint closed with all parties in verbal agreement to the resolution provided.

   

  Should you have any further questions please feel free to reach back to me below. Thank you.  

   

  **** ******

  General Manager

  Walters Audi