ComplaintsforAudi South Orlando

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 18, I visited Audi South Orlando to purchase a new vehicle. I chose a Q3 plus S line with all available features. At approximately ***** miles, I noticed dashboard warning lights, including a radio malfunction indicator and a prewarning feature advising me to take the vehicle to the dealership immediately. I scheduled a service appointment for March 28, 2024. During this visit, the dealership found no issues with the vehicle.Two weeks later, the prewarning light reappeared, and I encountered connectivity issues with some services. I scheduled another appointment for July 3, 2024. The dealership stated that the yellow dashboard light was part of normal operation and that the vehicle was functioning properly.On July 8, I took my vehicle to another dealership to address the **** connect issue. They attempted to resolve the problem and ultimately directed me to contact **** USA. **** USA informed me that the **** connect service was not available on my vehicle, despite it being listed on the window sticker as an included feature. Unfortunately, Audi South Orlando has not responded appropriately nor addressed the issue.I have a third service appointment scheduled for July 12, 2024, in hopes of resolving these problems. This is a brand new vehicle, and I am now on my third service visit due to issues stemming from misleading information provided by the dealership.

  Business response

  07/22/2024

  Audi South Orlando appreciates the opportunity to respond to this guest's concern.  The guest first brought the vehicle into the service department for a start/stop malfunction.  Our team tested the vehicle, looked for any technical service bulletins that may pertain to the concern on this particular model but there were none.  Our team scanned the vehicle looking for faults (none found), drove the vehicle and determined that the start/stop function was working as it was designed to. The guest returned in July and showed us the *** feature was not working; however this was demonstrated to us on our service drive, which is covered, this feature is reliant on satellites to function properly. Our team was able to get this to function properly and a video was sent to the guest.  On this visit it was noted that the yellow pre sense light stays on, our team verified the guest's car and two other inventory units where the light stays on for about ***** seconds and then it disappears.  This is caused by the safety sensors and cameras trying to determine its surroundings and happens at start up when the car is idle.  It was noted that the light turns off when the vehicle is driving. The guest also had a concern regarding the functions of the sunroof controls not working. Our team found the buttons operating as they are intended to.

  I want to assure this guest that our team takes the concerns that are brought up seriously and we want to find something that is not working so we can fix it.  This is how our business generates revenue (either by the guest or by the manufacturer through the warranty process).  I certainly understand the guest may be frustrated but it appears that the concerns are all working the way the car is supposed to operate.  I would like to offer the guest to return to the dealership or we can send someone out to the guest so our team can go through the functions and operations of the entire vehicle and provide the guest with a new vehicle orientation so we can minimize the concerns the guest has with the vehicle. I look forward to hearing from you.

  Thank you,

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

  Customer response

  07/23/2024

   
  Complaint: 21967819
  
  I am rejecting this response for the following reasons: 
  
  The information provided by Audi South Orlando is incorrect. I sent my car salesperson photos of the malfunctioning errors prior to bringing the vehicle in for service. Additionally, a third-party company conducted tests on the vehicle, confirming the malfunctions and identifying a manufacturer code. Furthermore, the ***************** is not functioning properly. According to audiusa.com, I should be able to remotely start the vehicle, check the climate, access geo-fencing, receive valet alerts, and set speed alerts through the mobile app. However, when I contacted ******** directly, I was informed that my vehicle was not produced with these services. I have provided proof to both the dealer and my salesperson. 
  
  When I bring my vehicle in for its first service appointment, it will be the fourth time I have visited the dealership for these issues. This is completely unacceptable. The response provided by **** lacks supporting documentation. Each time I have gone in for service, starting with the first visit, the sales agent incorrectly input my initial query and merely stated it was a 24-point inspection. 
  
  We have owned the vehicle for less than six months and have already encountered numerous issues. This is concerning, especially given my long-term loyalty to the brand for over 10 years. I expect a timely and effective resolution to these problems.
  
  Sincerely,
  
  ***************************

  Business response

  08/02/2024

  This complaint is currently under review. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Business response

  08/07/2024

  I am sorry that the guest was not happy with the previous response, however the vehicle that he purchased is not equipped with the functionality that he desires.  The **** Connect on the Q3 allows for locking and unlocking the vehicle.  The remote start functionality is not available on the Q3 or the A3, if it was available, it would be noted on the Window sticker.  I certainly appreciate the guest's frustration with having to bring his vehicle in several times, but the vehicle was working as designed.  Our hope is to find something wrong with the car as we want to repair it.

  Thank you.

  Customer response

  08/07/2024

   
  Complaint: 21967819
  
  I am rejecting this response because: I have attached a screenshot of services that should have been included with my vehicle referring to ************************* Audi South Orlando if these are the features included please state why I am only able to access one of the services offered? 

  
  Sincerely,
  
  ***************************

  Business response

  08/19/2024

  We will need additional time to review the customer's additional information provided. An update will be provided as soon as possible.

  Thank you. 

  Business response

  08/23/2024

  As the customer's research states, **** Connect is available on select MY2024 vehicles. Unfortunately, we cannot control the production of vehicles from the manufacturer. And as previously stated, if remote start were available, it would be indicated on the vehicle's window sticker at time of purchase. We sincerely apologize for the customer's frustrations. The dealership continues to assist with diagnosing and completing repairable issues.

  Thank you. 

  Customer response

  08/27/2024

   
  Complaint: 21967819
  
  I am rejecting this response because:  

  Remote start is not a feature that was referring to. There are a list of features that are supposed to work within the vehicle I have an attached a list of the agreement for the my2024.  None of the are working that are ouster in the agreement are working and **** has refused to even acknowledge that they arent working. I simply want to be able to access the features thats are listed in the agreement. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In 2017 **** replaced a fuel pump on my **** Q5 due to a recall. The vehicle had roughly 24k miles. *** my car has 58k miles (34k miles since it was replaced) and the new replacement fuel pump went out. My car and garage badly smelled like gas, I called 5 times a day for 3 days (15 calls), left voicemails, called and asked for management, left messages with the front desk and was never called back until I left a 1-star ****** review. The management apologized and said they would call me with a solution, but never called back. I had to take my car to a different ASE certified mechanic who is charging me $980 to fix. I needed the car to take my wife to cancer treatments and could not wait. I also had **** care and when my vehicle had 36k miles, the ball joints went out. **** refused to cover them using a technicality of warranty "timing out", and this dealership also refused to help then, This cost me time and money but speaks to the fact of this dealership ignoring safety issues and not standing behind their products. The ball joints cost me $1200 and I would like that money credited as well. These are safety issues and parts that no auto manufacturer would expect to fail at less than 40k miles of use on them. This business failed me as a customer and I have a reasonable expectation of minimal use from my vehicle.

  Business response

  12/11/2023

  Audi South Orlando is grateful for the opportunity to respond to this guest's complaint.  The guest did call the dealership and was rightfully frustrated that he could not speak to someone who could offer resolution.  The guest was contacted by the Service Director of Audi South Orlando, who invited the guest to bring his car into the dealership so we could determine the root cause and provide a remedy.  The guest opted to take his vehicle to an independent shop.  The initial repair was a recall and had the guest brought the vehicle back to us we could have facilitated the repair.  We can certainly explore the reimbursement for this repair through the manufacturer, but we would need copies of the repair orders and we would need to look at the vehicle in order to ensure the root cause was related to the recall repair.  The guest wrote about the vehicles ball joints being faulty and he was upset that the manufacturer did not cover the cost of the repairs, but that is due to the fact that the vehicle's factory warranty had expired.  This seems to be more of a dissatisfaction issue for the products factory warranty rather than the dealership.  The guest does have an appointment scheduled with us on 12-19-23.  Hopefully we can resolve some of the guests concerns, once we inspect the vehicle to determine the root cause of the fuel concern and ensure its co-relation to the previously repaired recall. I am hopeful both parties can work together to find an agreeable resolution. 

  Thank you,

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

  Audi South Orlando

  Customer response

  12/11/2023

   
  Complaint: 20931395
  
  I am rejecting this response because: We are in the process of resolving this complaint and I cannot accept this response until an agreement is reached. I would also like to clarify issues for ******************* 

  I appreciate the responses from the business and have been in communication with the Service Manager, ***********************. I am optimistic that we will reach a resolution to this issue. I have an appointment with the dealership on 12/19/2023, where I am hopeful and agreement is reached.

  In response *****************************:
  What ****************** may be unclear of, is the fact that I contacted the dealership regarding this issue over the course of 10 business days. I had left multiple voicemails, been lost in the phone system, and had spoken with several people who all promised return calls.  After 2 weeks with no calls back, and without the use of my vehicle while parking it outside so my home would not burn down, I had no other choice than to take it to an alternative mechanic, contact the BBB, and leave a review online. I did not "Opt to take my vehicle to an independent shop", I was left with no other choice due to Audi South Orlando not responding to me in a timely manner. By the time ************** suggested that they would repair the vehicle, the repairs had already been completed. I do believe ************** is working to get a resolution because of this.

  I do appreciate the fact that ****************** is making a good faith effort to inspect the vehicle and attempt reimbursement for the repairs. On **** I had posted a review online with pictures of the faulty part which was seen by the dealership. On **** at 6:15 PM, I emailed (attached) the service manager a copy of the invoice from the independent mechanic, as well as a picture of the faulty part. I do believe this is what ****************** is asking for, and I have no issue with them inspecting the vehicle at the aforementioned appointment to assure the part was replaced. 
  Regarding the complaint of the ball joints, this is a very similar issue regarding new parts that fail at 30k miles, which is way less than the industry standard. I believe it speaks to a pattern that I have experienced in trying to get Audi and this dealership to stand behind their product when parts fail in before any reasonable market standards. Regarding the Ball joints, this vehicle had originally included *********** and was garage kept and maintained appropriately. While the time on the warranty was indeed expired, the vehicle had roughly ****** miles on it at the time. The vehicle had been seen/inspected/serviced at this dealership before the ball joints went out with no notice to us as owners. I asked this dealership to cover the faulty parts when this happened but was denied. I believe that is a pattern and the professional responsibility of this dealership. 
  I agree that a dealership cannot control what Audi Corporate dictates. ****************** and ************** have now been responsive, and again, I am optimistic that the issue will be resolved. I am hoping to withdrawal this complaint after that appointment and to leave positive feedback regarding the way it has now been addressed. If I can be reimbursed and or the equal value of maintenance is applied to service at our appointment, I will be satisfied. I appreciate the BBB and Audi South working toward a resolution.. 
  
  Sincerely,
  
  *****************************

  Customer response

  12/24/2023

  Good Morning and Merry Christmas, 

        I would like to update the claim that I had with the BBB regarding Audi South Orlando. The business has worked in good faith to reach a resolution in regards to this complaint. Audi South Orlando worked on my behalf to secure funds from corporate that covered in full the required repairs to our vehicle. Additionally, Audi offered a 20% discount on all work necessary for our vehicle. These saving covered half of the cost to I paid to have our ball joints fixed in the past. Audi also took the extra step of providing a loaner vehicle while repairs were made to our vehicle, which is above what was requested. I believe my disappointment and the complaint with this dealership has been completely resolved and I would like this complaint retracted. *** and ***** were a great to deal with once communication and understanding was established. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I traded in my car to Audi South Orlando on December 13, 2021. They received the payment from my new lender**************** later on in December to payoff my previous lender of the car I traded in USAA. However, they never, sent the payment to USAA, they kept the funds. I personally went to them in mid January and asked what happened to the funds, they confessed that they never sent it, apparently a mistake on their end. I followed up on January 31st, and spoke to David W*** again (Customer Financial Services Manager). He asked me to forward him USAA's payment and my account information again. This is the 3rd time. Also that they were going to overnight the payment to USAA,. It is now February 22nd and the payment still has not been received by USAA and I cannot get anyone on the phone. I also left a message for Willam O**** the manager last week, no response. I have been making payments and incurring interests on both open loans because they have not sent the payment. Please advise if you need any additional information from me. I can be reached at************** or**********************. Thanks. ************

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/26) */ Contact Name and Title: Sunil P****** GM Contact Phone: 407-264-2945 Contact Email:************************ Audi South Orlando appreciates the opportunity to respond to ***********'s (the Guest) concern. The Guest did trade their vehicle in on 12-13-21 and our team verified his payoff with Navy Fed CU on 12-13-21. However the guest had refinanced the trade in with USAA the week prior and the lien at Navy Fed had not been satisfied (which is why our team was able to verify his payoff as USAA had not issued the payoff to Navy Fed for the refinance at the time of delivery). We did receive word from the Guest that he communicated with Mr. W*** and Mr. W*** was going to handle the situation at the beginning of Feb. Mr. W***'s emails with the information that we needed to satisfy the lien with USAA went unanswered. Audi South Orlando did in fact send a payoff check to Navy Fed CU which was returned. Subsequently Mr. O**** has been in touch with the guest and informed him that we issued the payoff check to USAA for the full amount (the guest was emailed a copy of the check dated 2-24-22). Clearly there was some communication issues with the guest that precluded our timely response to resolve the situation. Audi South Orlando is deeply sorry for the inconvenience and angst that we have cause the Guest. Should the Guest need additional information he can call Mr. O**** or myself. Thank you for bringing this issue to our attention.

*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. ↩