ComplaintsforAudi San Diego

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our 2018 Audi Q5 into Audi of San Diego on April 12, 2022 for a safety recall #**S9 for a Gateway Control Module issue. Naturally I assumed the work had been done as specified. On December 28, 2023 while traveling on a very quiet street, the Q5 literally shut off, warning lights flashing, with absolutely no warning, and no "soft" stop. No brakes, no power, nothing. (Thankfully this happened on a quiet street for if it had been on a busy street or highway, it could have been a disaster.) Had the car towed to a local German car service company as there aren't any Audi dealerships in *********, *******. They diagnosed the problem as a damaged Gateway Control Module due to water and condensation. They took photos of the damaged gateway and the area surrounding and it's obvious a sealant to prevent water from coming through the chassis was not used but a rubber washer/grommet. Audi of ******* and Audi of San Diego have refused to pay for this repair.....although a class action suit for this type of repair was awarded.

  

  Business response

  01/17/2024

  The work was performed on April 12,2022 at ****** miles.  Since that time, the client has driven over ****** miles in 19-months.  The vehicle has not been back to another dealership, and we have no knowledge of how the vehicle is being maintained since it left our dealership.  The location that allegedly repaired the vehicle has no certification with Audi, and we are unable to verify their diagnostics or the work they performed.  We received photos of this alleged water intrusion,and the control module was in a bag literally by a sink (obvious water source),& not in the vehicle.  The photos that were provided did not illustrate the alleged source of incorrect work or water intrusion in enough detail to make a determination that it could be related to previous repairs.    We have no evidence that any of the work we performed in any way caused this failure.  Based on our review, all of the work we performed at our dealership was performed properly.   We respectfully decline providing a refund to the customer.  If they would like additional consideration, they need to take the vehicle to his closest Audi dealership for a certified repair, and we are happy to review the findings of a certified Audi dealership for future consideration.  

  ************************************** Regional Aftersales

  Customer response

  01/26/2024

  Hi Madi.
  
  The car has not been to another Audi dealership because there are no Audi dealerships in ********* *******. I've performed the maintenance myself, rotating the tires every ***** miles, changing oil/filter, air filters, cabin filters, etc. every ***** miles....all of which I have documentation. 
  
  When the car literally stopped running in ********* Montana I had no recourse but to tow it to a German auto service shop. Audi is suggesting they did something nefarious and staged the water damage to the Gateway Control Module. That's defamation of a business which are serious accusations.
  
  The local German auto service shop believes the "plastic bag" and sealant application was done improperly on April 12, 2022 at Audi of San Diego and therefore the reason for the water damage. They have no photos of the recall repair. There has been a class action suit to this matter.
  
  Respectfully,
  *********************************

• Initial Complaint

  10/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm filing a complaint about the quality of service and maintenance on two 'certified used' Audi A3's vehicle(s) I purchased from Audi San Diego. I purchased my original 'certified used', 2016 Audi A3 from Audi San Diego on 2/10/2019. During my ownership of this vehicle, I had a history of inadequate service by Audi San Diego that led (I feel), to a premature failure of the engine at 56K miles on 9/29/20. (See attached invoice #1). Prior to this date I had brought to the attention of the service advisor that the **** light" was coming on periodically during times of acceleration of the car. On 9/7/19 I first informed the service advisor about the *** light, as well as the BRAKE LIGHTS STAYING ON, immediately after having a "multi-point" inspection of the vehicle on 9/6/19 at 35Kmiles (See attached invoice #2-3). I noticed the brake light issue on my drive home from Audi San Diego after picking the vehicle up from the service center on 9/6/19. On the trip home I had several vehicles nearly rear-end my vehicle since the brake lights staying on permanently on, regardless of whether or not the brake petal was pressed. There was no issue with the brake lights prior to the 35K service inspection. I brought the vehicle back the very next day, and I was initially told that my aftermarket dashcam I had installed on the vehicle was interfering with the brake light electronics. Given the fact that I'm an Electrical Engineer, (MS in EE), and I have many years of experience with basic car repair, I found this statement very hard to believe. Ultimately it was discovered that the connector to the brake light switch, (located in the driver's side footwell), had "somehow" came disconnected and was the source of the faulty brake lights. (See invoice #2). I mentioned to the service manager that this was a very dangerous situation and a "gross oversight" in the vehicle inspection that was performed on 9/16/19, considering a multi-point inspection was done on this date.

  

  Business response

  10/09/2023

  We were able to locate Mr. ******** file and can confirm that he had purchased a 2016 A3 with us in 2019. It appears that in 2020 this vehicle was requiring a new engine to be installed however was declined for coverage due to the vehicle being tuned with aftermarket *********** approved engine modifications made to it. From the records It shows that this vehicle had been traded in, and **************** then purchased a 2017 A3 Certified pre-owned vehicle with us. Since this purchase, it appears (according to Carfax reporting) that **************** performs his vehicle maintenance at an independent facility ********************. I am reporting only one visit for this vehicle since purchase,where he had brought it in for maintenance and stated oil leak concern. This concern was found to be from an oil pan gasket and the repair was performed and covered under his certified pre-owned extended warranty.  **************** had reached out expressing his dissatisfaction for this failure and requested to know the details of the failure, which we provided to him. Unfortunately after the sale of the a vehicle dealership cannot predict any future faults failure or damage that *** occur post vehicle sale. However, we can perform repairs on failures that *** occur and also can submit an claims on his behalf during the coverage period.
  
  We were not informed of Mr. ******** stated light concern after the service and do not see any diagnosis or outreached that occurred.Unfortunately, the dealership or Audi the manufacture cannot take responsibility for any aftermarket equipment installed on the vehicle.Aftermarket add or additions *** effect it other systems or operations of the vehicles programs and functions and are not recommended. Audi San Diego takes pride in the work they perform and we would gladly service and uphold his certified pre-owned warranty (pending no performance modifications are made to)during his vehicle ownership. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On jan31 of 2020,, I bought an **** a3 from **** of San Diego on that day I purchased a service plan ( **** care ) 60 months / ***** miles,,along with an extended warranty Since that time Ive been going in for scheduled maintenance ,, all covered under **** care service plan I went in yesterday for my cars annual service ,, the service writer informed me that my plan has expired Ive only had the car for 3 years and have put ***** miles on it I informed ( ***** ) the service rep that I had purchased what I thought was a 4 year plan (( after looking at the contract again its 5 ) and that I should be covered . ***** informed me again my plan had expired and his hands were tied . I bought the car and warranty / service plans in good faith that they would be honored for the duration .Im looking for help Thank you *****

  

  Business response

  02/17/2023

  ****************** purchased a used vehicle at Audi San Diego on 1/31/2020. At this time he purchased a service maintenance contract during the vehicle purchase processes. ****************** was provided a USB thumb drive with all of the documents that he reviewed and signed during the contract signing of that vehicle purchase process. The maintenance contract he purchased was to include the 20,30,40,50 mileage maintenance intervals for his vehicle. The contract does however come with a mileage or time expiration date that is documented in the contents of the maintenance package contract. ****************** stated he does remember signing the contract and disclosed not reading the fine print of the contact at time of signing. ****************** had said that he remembered being verbally told by an employee that he was not informed that the expiration date was from the original in service date of the first owner. This fine print is included in maintenance contract, however ****************** stated this wasnt reviewed in detail at time of signing.
  
  Audi San Diego, printed his contract documents and reviewed the contract expiration terms with him. Customer advised he was still dissatisfied with not being told verbally at time of contracting that the expiration terms were from the date of first use, not the date of him contracting his purchase.As a one-time gesture of goodwill and in the interest of customer *********************************** offered in good faith to absorb the cost of the 40k service along with providing ****************** a refund of 60% of his original contract purchase price.
  
  Audi San Diego strives to ensure the customer experience at each and every interaction to the best of our ability. ****************** has been made whole above and beyond to ensure ultimate customer satisfaction has been achieved. We truly hope to retain ****************** as one of our customers for now and years to come.
  
  Audi San Diego

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