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:03/04/2025

  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.

  I purchased a new 2025 **** Q7 from **** North Atlanta on 11/23/24 with an odometer reading of 13 miles. Approximately a week later, I called the dealership inquiring as to how to permanentley turn off the Lane Departure Assist/Alert feature. The dealership walked me through the steps to do this. A few days later the Lane Departure Assist/Alert feature came back on unexpectedly. I again turned it off as shown in the owners manual and as shown by the dealership. A few days later the same thing happened and has continued to happen at random intervals every 3 to 10 +/- key cycles. After complaining to the dealership about the problem several times over the next few months, they then tried to tell me the feature could not be permanently turned off. On 2/10/2025, I spoke to the **** North Atlanta service manager and he said he has had the same problem with his **** for the last several years and went on to say it's an ongoing software problem that **** has been working on. On 2/10/2025, I filed a complaint with ************. ************ admitted the problem exists but denied my claim and refused to buy back my car because they hope to have the software problem resolved in Q2 or Q3. **** North Atlanta also refuses to do anything even though they knew the defect existed when they sold me the car but did not disclose it and they continue to sell cars like mine also without disclosing the problem.

  

  Business Response

  Date: 03/04/2025

   

  Thank you for sharing your experience. We understand your frustration with the Lane Departure Assist/Alert feature not staying off, and we sincerely apologize for the inconvenience.
  

  After reviewing your complaint, we acknowledge the issue with the feature unexpectedly reactivating. As you mentioned, **** corporate has confirmed that this is a known software problem, and a fix is expected in Q2 or Q3 of 2025. We apologize for not being able to resolve this at the dealership level and understand that waiting for the fix is not the ideal solution.

  Regarding your concern about disclosure, **** North Atlanta was unaware of this issue when the vehicle was sold, as it was only recently identified by **** corporate. We have followed ****s guidance, including providing instructions to deactivate the feature and updating you on the software fix.

  We regret that this issue has caused you frustration, and we appreciate your patience while **** works on a resolution. Please reach out if you have further questions or need additional assistance. We are committed to supporting you through this process.

  Thank you again for your understanding.

• Initial Complaint

  Date:02/14/2025

  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.

  I went in for an alignment service. My steering wheel is not centered straight and they insist that it is. I took it back multiple times and the service manager keeps insisting that everything is in spec. Its not and does r feel right. I would like to get it fixed properly and if they cannot I would like the money I spent back so I may take it to another ******************* and have it done

  

  Business Response

  Date: 02/15/2025

  Our alignment machine showed that the customers alignment was spot on. We showed the customer the reading from our machine (which he agreed was correct), but insisted something was off. We then did a double test with the customer and it too showed it was spot on. After seeing this, customer agreed that he may be over reacting and left our store. 

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22943862
  
  I am rejecting this response because:
  I never said that I may have been over reacting.  
  

  I left because it was clear to me that I wasnt going to get help.  Thats the feeling that was coming across and it was loud and clear
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/15/2025

  We have provided the customer with multiple forms of verification that the alignment was performed correctly, including a printout from our specialized **** Quattro alignment machine and confirmation using a bubble level. Despite this, the customer refuses to accept the results. Given that we followed all proper procedures and the customer even acknowledged to our shop ******* that the evidence supported our work, we see no justification for issuing a refund. Additionally, the customer left without expressing any concerns at the time of service.
  
  

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22943862
  
  I am rejecting this response because:

  I only saw the shop ****** driving my vehicle with the bubble level in the car.   When he pulled back up to the shop.  I was not invited to ride with him nor was I invited to sit in my own vehicle with said bubble level on my steering wheel.

  Also being told that the characteristics of my alignment would change with me sitting in the vehicle

  no One offered to put the vehicle back on the rack, put the sensors on and re run the calibration to check to see if the alignment was true.   
  

  as a service manager myself that would have been the first thing I would have done for the customer after driving the vehicle myself.   If found any mistake had been made would have performed alignment procedure again

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

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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.

  I purchased a car from Audi of North Atlanta on 12/23/24. I contacted them toward the end of January because I had not received my plate. It took several days for someone to contact me after leaving several messages. Once speaking with the only person in charge of car titles. I was promised my plate would be sent. Once days had passed and my plate had not come, I reached out again only to be promised again that because the expiration day was nearing, my plate would be ***** to me. Today, 2/4/25, I have not received my license plate from them.

  

  Business Response

  Date: 02/07/2025

  Tag and Title request that requested by the guest to have the plate shipped to the dealership. Plate arrived today and we are overnighting the Tag to the guest tomorrow

• Initial Complaint

  Date:10/28/2024

  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.

  I am filing this complaint to express our extreme dissatisfaction with the recent sale of our 2021 **** Q5 to **** North Atlanta on 09/04/24. Despite the sale, we believe that **** has not handled the situation fairly and has not adequately compensated us for the significant issues with the vehicle, including a likely unreported damaged that caused persistent water intrusion. We originally purchased the vehicle on 03/05/24 and immediately discovered water intrusion issues. We requested a full refund of $35,991, but the dealership only offered a buyback of $31,500, which is insufficient to cover our losses.Vehicle Information:Vehicle: 2021 **** Q5 VIN: ***************** Purchase Date: March 5, 2024 Mileage at ********: Approx. ****** miles Warranty Status: Covered until 2025 Issues:Immediately upon purchase, we noticed excessive moisture on the front windshield, which **** sales staff dismissed as "normal." We later discovered that this was a symptom of a more significant issue.Engine Start System Malfunction: On 08/03/24, only 5 months after purchase, the vehicle's dashboard began showing severe issues, including "Engine Start System Malfunction." ****'s service department identified water filtration issues that led to damage in the electrical system.Persistent Water Intrusion: After leaving the vehicle at **** for 12 days for repairs to address the water intrusion, we discovered new water damage on the passenger side floorboard. Our attorney believes this recurring issue may be caused by an unreported damaged.Dealership Response:Despite our efforts to resolve the significant issues with our 2021 **** Q5, **** North Atlanta offered an unsatisfactory solution. Their proposed buyback price of $31,500 was a significant devaluation of the vehicle, considering our original purchase price of $35,991. This offer failed to adequately compensate us for the financial loss and inconvenience caused by the vehicles persistent water intrusion problems.

  

  Business Response

  Date: 10/29/2024

   

  Thank you for sharing your detailed concerns regarding your experience with the 2021 **** Q5. We sincerely apologize for the inconvenience you have encountered and appreciate your feedback.

  
  We understand your frustration with the condensation issues that arose shortly after your purchase. Our certified technicians performed thorough inspections prior to and following the sale back to us, which indicated no prior damage or issues. We regret that the issue you initially reported to a sales staff member was not addressed more thoroughly. And that it took so much time for additional concerns to escalate resulting in a great enough need to bring the vehicle into service for repair.

  
  When you returned the vehicle with the "Engine Start System Malfunction" warning, our team acted promptly to investigate and repair the issue under the factory warranty. We addressed a clogged sunroof drain, which we believed to be the cause of the water intrusion at that time. We understand that a new or the same issue appeared after repairs, and we regret that our initial solution was not effective. But the vehicle was tested thoroughly for water intrusion after the repair and passed that test. 

  
  Regarding the buyback offer, we believe it was reflective of the vehicle's market value, given the circumstances and the 5 months since your initial purchase. We understand that this may not have met your expectations, and we genuinely regret any disappointment this has caused. Please let me also reiterate that in addition to the buy back option you ultimately decided to accept. An offer to repair the vehicle that was still under the factory warranty was given. And further still an offer to trade the vehicle was extended. Which would have afforded you even more return on the initial investment 5 months prior with tax savings. 

  
  We strive to ensure that all our customers have a positive experience, and it is concerning to us that we fell short in your case. Thank you for bringing this to our attention. We value your business and appreciate your understanding.

  
  

• Initial Complaint

  Date:09/10/2024

  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.

  I took my 2015 **** Q5 to Audi of North Atlanta for routine maintenance work that was rather delayed because I was the caring for my terminally ill husband. It was clear the car needed new brake pads along with routine fluids and filters. I picked the car up and paid the fee. I drove it away and heard a loud grumbling, bad muffler type of noise. I took it back. I told them point blank NO NOISE came from the car before they fixed it. I left the car and took a courtesy car but told them I wouldnt pay for what is obviously sabotage for more money. I still have the courtesy car and am willing to take the liars to court if necessary. I will not pay for sabotage or buy a new ****. I resent the brow beating tactics.I received a call this evening from them and apparently they havent rectified their mess.There never was noise from the car before and my hearing is just fine. As soon as I mentioned BBB a the male service *** ended the call and hung up. I wont be suckered or browbeaten. And btw, my husband died and I wont be swindled out of any inheritance or insurance.

  

  Business Response

  Date: 10/24/2024

  We took all of ******* Cherry  (Vin# *****************) repairs at the dealer expense . We replace the turbo charger and left front CV axle. Noise is no longer there Guest is happy.

   

   

   

• Initial Complaint

  Date:06/04/2024

  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.

  My 2013 Audi A4 has oil consumption issues and needs a new engine it has ****** miles on it and its already ruined repair facility wants $1000 to tell me that so I would like $1000 in a new engine

  

  Business Response

  Date: 06/05/2024

  I have tried to find any information on this vehicle ever being at our repair facility. When I search the name, phone number, address, email our records do not come up with anything on this vehicle. I believe this compliant was made in error. We at Audi North Atlanta, have never worked on this vehicle nor looked at this vehicle. Please remove claim.

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/24/2023

  Type:Product 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 purchased a used vehicle from this dealership in mid July of this year (2023). At that time, I was told that all taxes, tag and title related information was being handled by the dealership and that I had paid all related fees. About a month later, I received a phone call from Audi stating that I still needed to pay and file my taxes locally. I complained about this issue (along with a few others) verbally and I followed up via email. They agreed that they mishandled the situation and stated they would send the reimbursement check back to me for the additional amount I paid. It is now the end of October. After a number of email exchanges and excuses (even down to the check printer needed to be replaced), I still have yet to receive the reimbursement check and they are no longer responding to my emails. I have attached a copy of the email exchanges for your reference.

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:
  
  To whom it may concern, I wanted to follow up with you regarding Complaint ID: ********. I submitted the complaint on 10-24-2023. The business contacted me the same afternoon and I received the refund today. YEAH. After three months of back/forth with the dealership, your team resolved this issue in less than 48 hours. Thank you so much!
      
  Sincerely,
  
  ****** Hillstock   

• Initial Complaint

  Date:09/05/2023

  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.

  July 14 - Vehicle dropped off for Oil strain Safety Recall work bulletin 21H7. July 29 - I went to pick up my car and noticed check engine light was on. According to the Service Advisor, they don't believe anything is wrong and simply cleared out the code. I took the vehicle home believing everything was okay.Aug 1 - Noticed that the check engine light returned with fault code P2279 Aug 4 - Called / texted the Service Advisor that vehicle check engine light is still there. Aug 8 - Dropped off vehicle. I requested a different and more experienced Service Tech so that it could be done correctly, however was denied Aug 9 - *** Service Advisor called and told me my vehicle was fixed due to a loose vacuum hose Aug 10 - Went to Audi North Atlanta to pick up my vehicle. During pickup, check engine light is still on with same fault code P2279. This is the 3rd rework.Aug 18 - *** Service Advisor texted and says my vehicle is ready. *** issue discovered is a pinched seal at the intake pipe. Aug 19 - Picked up vehicle at 9am and was assured that they resolved all the issues.Aug 20 - Check engine light returns but with 2 additional new engine fault codes P0492 and P0491 along with P2279. Something definitely was changed or tampered with during the time period from Aug 10 - Aug 18 to triggered two new engine fault codes triggered on Aug 19 at 7:30am prior to me picking up the vehicle. Also, upon opening the hood, I also noticed that the engine cover was removed and was never put back on. With Audi S6 vehicles, there is a clear warning label that this vehicle should not be driven without the engine cover due to the turbos sitting on top close to the hood and could be a fire hazard. Again, clearly negligence by Audi of North Atlanta.Aug 23 - Vehicle picked up by Audi Aug 29 Audi sends message indicating repair / replacement cost of $9678.78 I am requesting that my vehicle be repaired with all the findings associated with the leaks caused by the Recall work.

  

  Business Response

  Date: 09/06/2023

  During this most recent visit we verified the customers concerns. We performed GFF scan: showed 2 separate issues.  The first an intake air leak (same fault as the last couple of times), and now, secondary air faults as well. We found a broken vacuum line at the front of the engine that explains the secondary air faults. A repair was made to this line free of charge to the customer as it was in the location of the recall performed. We used the Audi smoke machine to search for the intake air leak. There is smoke coming from the bottom side of bank 1 and 2 intake manifold. It is very difficult to see exactly where the smoke is originating from due to the way the engine sits in the engine bay, but I have inspected from the top as well as underneath, with belly pan removed, (and additionally attempted to locate with borescope) and it seems to be coming from the underside, where the intake manifolds meet the cylinder heads. Please note that this
  area is no where near the area at which the technician performed any repairs, and is not related to or necessary to touch anywhere near this area for the recall that was performed. The amount of smoke coming from both manifolds is excessive and it seems likely that this was a pre existing condition, as removal of the intake manifolds would require engine to be out of the vehicle. It is very evident that this vehicle, besides being aged and having high mileage, has been in accidents that have caused damage to multiple components including the front bumper cover, core support, fender liners, etc. There is missing belly pan hardware, and most of what hardware exists is not factory parts. The guest has also indicated that they posses an aftermarket scan tool capable of reading and clearing faults. Please note that sealing surfaces that were touched as part of the recall are all sealed properly and free of leaks and the campaign has been performed in strict accordance with the applicable Audi repair procedure and verified by Audi's ************************** Team. Guest has declined any and all additional repairs.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20558666
  
  It is disappointing that Audi is accusing me of clearing out scans and questioning my integrity.  *** vehicle was purchased from **************, driven over 3 hours back to Georgia and also driven over 2 weeks after that without any check engine light appearing.  As any new owner would do when purchasing a vehicle, I wanted to get the safety recall work done ASAP as this is a known issue and can put me and my family in a dangerous situation.  How is it possible that I drove over an hour to drop off the vehicle on July 14 and there was no check engine light triggered.  How is it then possible that the check engine light suddenly appears over 3 times now, while I was still at the dealership before driving a single mile. This is definitely something that has occurred during the recall work as the check engine light is triggered frequently. 
  *** original service tech took over 2 weeks to do the recall work making me believe that this recall work is not something familiar for him.  *** service advisor indicated to me that they gave it to a shop ******* to complete the job.  Over the past 2 months, there has been over 3 tech / foremans working on my vehicle.  ***re is no way to know for sure what has been touched by whom in the past 2 months and Audi cannot confidently claim that is it not caused by their techs.
  In regards to their troubleshooting, why hasn't the front intake manifold been removed to get a clearer picture of where the leak is actually coming from.  From their own words, "it seems to be coming from the underside".  This clearly indicates that they don't have a clear picture of exactly where the leak is occurring.  ***ir own Service Techs will tell you that having both the left and right intake manifolds go bad at the same time is not typical wear and tear.  Typically only one side will go bad.  *** vehicle has not been in "accidents".  ***re was one minor accident and they can clearly see that in the carfax.  Just another indication that they are trying to manipulate the situation to be something pre-existing.
  
  

  

  Business Response

  Date: 09/07/2023

  Audi North Atlanta has exhausted all efforts in trying to satisfy this complaint.  After a through review of our repair procedures and process we have determined that Audi North Atlanta is in no way responsible for the ongoing issues with the vehicle in question.  Unfortunately, we do not believe we can come to a resolution with this guest.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20558666
  
  This is truly unfortunate that Audi of North Atlanta has refused to further investigate and inspect my vehicle.  They have not exhausted all their efforts since they have not removed the front intake manifold and front of the car, which was done during the recall work,  to complete a smoke test,.  If that would've been done and proven that there was no leak in that area, I would've gladly accepted the results.  However, with my vehicle having no check engine lights and no issues prior to the recall to immediately showing the check engine lights after service was completed, indicates that something was not correctly put back in place. Again, a thorough investigation wouldve been sufficient for me but their refusal to fully investigate the issue is unacceptable and unprofessional for such a well-known and luxury brand like Audi.  

  Moreover, I received a called today from the Service Director demanding I return the car within 6 hours. There were no communication from either their Service Advisor or anyone from their team regarding the pickup of my vehicle.  I also have attached a screen capture of the Service Status website after our call indicating that my vehicle was not yet ready.  Regardless of the current situation, some professional courtesy should be displayed here instead of making such unwarranted demands.

• Initial Complaint

  Date:10/08/2022

  Type:Sales and Advertising 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.

  After purchase of an automobile 6/27/22, I have not yet received title and registration paperwork and plates for my car purchased from Audi of North Atlanta. I have contacted the dealership repeatedly regarding this matter. Currently the plates are expired which places me at risk of a law enforcement traffic stop. My financial lender has now contacted me requesting title of the vehicle. Stock# M2102114L VIN: ***************** Manager's email: ************************************

  

  Business Response

  Date: 10/10/2022

  Thank you for the opportunity to look into our customers situation.  We have been in contact with the Lubbock County DMV and have been advised of an outstanding fee that was causing the delay.  We are overnighting a payment for the remaining fees today.  Once Lubbock county receives this payment, they will overnight the plate and registration to the dealership which will in turn overnight to the customer.  We apologize for the delays and are working diligently to get this resolved this week.  

• Initial Complaint

  Date:10/04/2022

  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.

  2 complaints with Audi of North America. Their roadside assistance is the worst. I had a 2021 S5, and the engine went out; it took Audi over 8 hours to find a tow truck to get my car. A dispatcher even suggested I leave my keys in the vehicle along the highway, and a tow truck driver would arrive in the next day or so. When the tow driver finally arrived, **** was telling him that I had a flat tire etc. which was not the case at all. I had complete engine failure. I was lied to over and over by Audi, absolute worst service ever.When I sold the car Audi finance held on to the checks that were distributed to them by the buyers credit union for over 3 weeks. This was still showing that I owned the car even though I had sold it almost 4 weeks prior and had given the new owner the keys etc. I had to call Audi finance multiple times to remind them to cash the checks they received. Again, worst possible service from a business I have ever received and based on that complete s*** service with those 2 incidents I will NEVER buy another Audi.

  

  Business Response

  Date: 10/04/2022

  Thank you for sharing your feedback.  At Nalley Audi of Atlanta we strive to provide an exceptional guest experience with each transaction, so it saddens us to learn of your experiences.   While we are an authorized Audi dealership, the roadside service and financial side of the business are different entities and not owned or related to Nalley Audi of Atlanta.
  
  We certainly apologize for the experiences you received from Audi *** Roadside Assistance as well as your experience with Audi *** ********* Services, and understand how frustrating those two instances were for you.  In order to speak to someone regarding your experiences within those entities, you can reach out to Audi customer experience center at **************.  We respectfully ask that this case against Nalley Audi be closed.