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:12/17/2024

  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 had service done on my **** q7 2007 by a mobile key ***** he came tired to program a new key long story short i found my original key tired to start my truck mind was working before i lost my key. Tired to start the truck the ignition locked on the new the company got it towed ****** from **** a advisor not even a car technician called and told the company he feels that the key ***** had nothing to do with damages to my car which he did he was the last person to touch my car. For **** to call him and tell him he had nothing to do it caused even more problems between 4 J's ***************** and myself now **** has been calling for me to come get the my bit the lock was suppose to pay now i'm without a car again and stuck with a **** bill as well now **** is calling me every other day talking about come get your which has to be towed away plus pay them 342 dollars plus storage fee because i have no way to get my car

  Business Response

  Date: 12/19/2024

  As this person states in their complaint, they literally asked us to lie and blame the locksmith for a component that failed to try to get the locksmith to cover the cost of their repair. The cost of the repair is higher than the value of the vehicle, and the customer has left the vehicle here for over two weeks and won't get it towed out. We have done nothing wrong here. 

• Initial Complaint

  Date:08/22/2024

  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.

  On JANUARY 26, 2024, the car was brought to Audi Exchange for oil and filter change and a multi-point inspection, especially because the manufacturer warranty was expiring on January 31, 2024. All needed repairs found would still be covered by ***** the car manufacturer.Attached is the inspection Jan. 2024 report showing that the Shocks/Struts and suspension components were green, requiring no attention. This inspection was most likely shoddy, if done at all.On 08/19/24 the car was found leaking coolant on our house garage floor. The car was towed to Audi Exchange. The water pump was fund defective along with broken engine mounts and broken rusted rear suspension springs.A water pump can break without much warning. I accept that.It is unlikely that the engine mounts and the rear springs could have rusted to the point of breaking with no signs of wear and tear on inspection. Only ****************************************** this garage-kept suburban SUV, with a perfectly documented maintenance record at Audi Exchange.This negligence of the inspecting technician ended up costing me the replacement of the engine mounts and back springs; a total of $6716.56.It should also be noted that the work was authorized around 10:00 AM and the car was ready for pick-up by 5:00 PM, about seven hours. I was charged a total of $6415.00 for labor at a rate of $329.00 per hour or 19.5 hours of total labor. Price gouging is not an overstatement.

  Business Response

  Date: 08/26/2024

  This vehicle was inspected on January 26th and no issues were found at that time. The inspection was absolutely performed and the customer received a video after the inspection. Almost seven months later, the customer experienced an issue that wasn't present at the time of their previous service. We are not able to predict when parts may fail in the future, we are only able to evaluate them in their current state when they are in front of our eyes, which is what we did in January. We cannot replace parts under warranty that are not currently in a state of concern, that would be fraud and that is what this customer was asking us to do by wanting us to preemptively replace parts under warranty. We have attached the estimate here that the customer approved for the work that we completed. 

• Initial Complaint

  Date:07/15/2024

  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.

  Attached is my request to have ****/********** pay for a new engine in my car. I am willing to pay for labor. I believe that this is either a known problem or a result of negligent manufacturing that resulted in a catastrophic failure to my engine. My **** A6 2.0T with ****** miles is now inoperable. I have gone through the dealership and **** Care and have been denied financial assistance. ****/********** has a history of hiding mistakes to the American public. Please help me fight this corporate behemoth. Regards, ******* **********, ************, ** ***** ************ *********************

  Business Response

  Date: 07/16/2024

  This vehicle was not purchased at our dealership, nor was it ever serviced at our dealership prior to it being brought here by a tow truck recently. We did reach out to Audi Corporate to see if there is anything they could do, but they said there wasn't because the engine is about two years past it's warranty period. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21991980
  
  I am rejecting this response because:

  I've updated the attached after further communication with the local dealer.  I have also updated my request.  The summary updates are as follows:

  Bottom Line:  Audi Exchange is pointing the finger at Audi/VW Corporate (and the local company that we have been doing business with for 20+ years).  Audi/VW Corporate is pointing the finger at Audi Exchange.  Let's remember, this engine has 46,500 miles with no prior issues.

  7/17/2024 Update:
  I received a phone call from Mario on 7/16/24 basically explaining that the oil change that was done in June 2024 at Duxler Oil was the probable culprit of the engine failure.  Again, this is ridiculous as we used Duxler for over 20+ years.  He also stated that the dealership has nothing to do with the decision of not helping me, that it is up to Audi Corporate only.  Audi Corporate told me on 7/15 that it was the dealer’s decision.  Mario also told me that my  reviews wouldn’t matter to the dealership because they have so many positive reviews.  As of today I have not posted anything.  My current plan is to have the engine replaced (waiting on the final quote) at Autobahn MotorWorks Inc. in Mundelein Illinois.  My new ask is that Audi fully reimburse me for both labor and engine costs.

  Sincerely,
  
  William Rudersdorf

  Business Response

  Date: 07/19/2024

  Duxler Tire is not an authorized Audi repair facility and does not staff Audi trained technicians. We cannot take responsibility for work that was performed there or at any other shop besides our own.  

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21991980
  
  I am rejecting this response because:

  See attached.  EVERYONE I have talked to (attorney, friends, Audi repair shop) has indicated to me to fight this through and that Audi should make this right.  EVERYONE.  I don't believe the dealer is taking me serious or even read my complaint in full.  I have two open complaints - one against VW/Audi Corp and one against Audi Exchange.  I would like this to go to binding arbitration. 
  
  Sincerely,
  
  William Rudersdorf

• Initial Complaint

  Date:06/07/2024

  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.

  Purchased a 2021 *** X3 with ****** miles seemingly in excellent condition. The carfax report only indicated regular maintenance performed on this vehicle which seemed to align with regular service intervals. Within 1 week of purchase, indicator light came on saying oil was 1 quart low. I called back to Audi to express my disgust that the vehicle should have underwent an oil change before I purchased it and was blown off by *** as this is typical because the car was German. I immediately took the car to *** Orland to have an oil service performed on the car and that was the end of it. Needless to say, after messages of low oil and 6 service visits later, I've been told I need a new motor at the tune of about $20k. There is NO WAY the service team could not know there was a huge problem with this vehicle. The Carfax report was not true -- prior service repair shop told me that car had problems and that was why the previous owner got rid of it. I AM OUTRAGED to say the least that Audi Exchange would knowingly sell a vehicle that was straight garbage. Only problem was they didn't set the sales price to reflect the car would need repairs. The manager assured me the service team carefully selects vehicles for purchase to ensure customer satisfaction. That could not be farther from the truth.

  Business Response

  Date: 07/19/2024

  This customer was not aware that their extended warranty they purchased from us could pay for this issue. We reached out to the warranty provider on their behalf and the warranty provider is going to pay for the issue to be repaired. 

   

  Regards, 

  
  

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

  Semersky Enterprises, Inc.

  Audi Exchange | Audi Exchange St. ******* | Audi Exchange Kirkwood | Chevy Exchange | Porsche Exchange

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21816494
  
  I am rejecting this response because:
  I understand the business did not respond to my complaint.  They did text me to say I had an extended warranty, which is true.  However, it does not excuse the fact that they KNEW this car was in bad shape when they sold it to me.  BUYERS BEWARE when purchasing any vehicles from AUDI EXCHANGE.  I WILL NEVER GO BACK and shame on them for not having the decency to respond to this complaint.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/12/2024

  We do a through inspection by extensively trained mechanics on every car before we put it on our lot for sale. The problem you experienced didn't happen immediately after pulling out of our lot, and there is simply no way for us to protect against issues that a used vehicle may experience later on in it's life. While we feel bad that your vehicle developed a problem later on, however stating that we knew about this issue somehow in advance of it happening is categorically false. We did everything we could to inform you of the terms of your extended warranty in order to help you get reimbursed for your expenses. 

• Initial Complaint

  Date:05/20/2024

  Type:Product 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.

  My Audi e-from has 3 serious recalls including battery overheating with no type of solution to fix these problems. Was told my motor cracked and there is no motor to my electric vehicle. Car was dirty after 3 months of not having my car since it was at the dealership. No type of new warranty, considering that the car was having all of these problems. That cannot be resolved.

  Customer Answer

  Date: 05/21/2024

  The car was originally sent in at the end of February 2024 at *************. Was told in March 2024 that the motor was cracked but was just informed on 5/20/24 that the car has no motor from Audi customer care. Was informed the car has 3 recalls none of them can be fixed . Accept for one that can possibly be fixed in *** Nuys Audi. But they dont have a loaner. My car can overheat and cant be completely charged from what I was told from Audi customer care on 5/20/24.

• Initial Complaint

  Date:04/30/2024

  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.

  in 2018 we bought a 2015 audi q3 for $30k.in 2021, at 74k miles, we had what we were told was a timing chain issue. upon repair, we were told that we needed a new engine and given a bill for $10k. being that the car had such low mileage we asked audi to look into it, they said that the would cover 80% of the bill and give us a NEW (we were told several times "NEW") engine. we paid roughly $3k, and told that the NEW engine had a 10kmiles/1 year warranty.two months later a cylinder head breaks, on the "NEW" engine they gave us, we get a bill for almost $6k, which we paid-- the sticker shock of the repair blinded us from the fact that the repair should have been covered by the warranty.in the next several years we had several repairs here and there.a year ago after being deceived on another matter, decided that we would find a mechanic for further maintenance.my new mechanic did a full inspection, and after i had informed him of the above mentioned vehicle history, put a camera into the engine block. it revealed that **** did not in fact give us a new engine, but in his estimation one as old or older than the one we had, with significant wear and scoring in the cylinders. since then we have been keeping the car on life support with various repairs, totaling several thousand dollars.one of the issues we have been dealing with has been engine oil consumption- so much that as i write you this now the car has very little life left and only at about 120k miles. my mechanic has all the evidence of this, and is on our side here to help in any way he can.we spent the extra money in 2018 on a car like an audi believing it to be of a higher mechanical standard than others, and hoped to keep this car well into the 200k range.i drive this car for uber currently as my only form of employment, we have been having extreme financial hardships lately and currently cannot afford a new car of any kind at the moment.we have all pertinent paperwork.car is long paid off.

  Business Response

  Date: 05/15/2024

  Good Day,
  
  I have reviewed the service file for this vehicle *****************, May 10th 2022 repair order number ****** at the mileage of ****** the vehicle came in with a concern not running smooth, upon diagnosis it was determined that an upper timing chain guide had failed which caused the timing to be off. Audi of America was contacted and after reviewing the history Audi offered to cover 75 percent of the repair leaving the customer with 25 percent. Audi had us pull the oil pan to inspect for debris which nothing was found so we proceeded to replace the timing chain and related parts (we did not replace the engine and never was that suggested). The vehicle returned August 16th repair order number ****** at ****** miles towed in with a check engine light on and the engine shaking, we found that a valve spring broke in the cylinder head on cylinder number 2 intake valve side. The camshafts removed to replace the valve spring and reassembled. 
  
  The vehicle has come in 3 times in early 2023 for a battery, a tire and an oil sensor that failed, the last repair order was ****** February 9th 2023 at ****** miles. I have no documentation of suggesting that there would be a new engine installed at any time, we have followed proper processs and procedures in addition to getting assistance from Audi of America on the timing chain replacement. The customer has indicated the vehicle has approximately ******* miles on it and they have continued to service it and repair the vehicle at different locations, the concern with oil consumption is not uncommon as an engine wears it can be more susceptible to using oil, this is considered wear and tear. We can provide all the documentation and repair orders to clearly show everything we recommended, and performed with the assistance as well from Audi.
  
  
  Sincerely,
  
  *****************
  Service and Parts Director
  The Audi Exchange   

• Initial Complaint

  Date:02/21/2024

  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.

  Took possession of my 2023 Z06 CONVERTIBLE Corvette on Feb 18th at 230am. Took the car today, 2/21/24 to be looked over and was called to tell me my rear rotors need to be replaced. The car only had 1625 miles on it.I was told the car was fully serviced and car fax states was given 5k service. Yet the rear rotors need to be replaced. Dealership refuses to take any accountability. I based my decision on this car from what was posted on website, the pictures the Dealership sent me and the Dealership saying the car was impeccable.

  Business Response

  Date: 02/28/2024

  This customer asked for a full refund in their compliant. We offered to pick the vehicle up and refund him but he refused the offer. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21327861
  
  I am rejecting this response because:
  This car is very limited, we already shipped it across numerous states.   I made this comment due to refusal to pay for the rear rotors to be fixed.  Now the car is not under warranty as well.  Just cut me a check new rotors and compensate me for the vehicle being sold with no manufacturer warranty. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/29/2024

  I reached out to a Chevrolet dealership on your behalf and they stated the vehicle did have a valid warranty. Brake rotors are just not valid for replacement under warranty because they are a wear item, just like tires. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21327861
  
  I am rejecting this response because: the rotors only have 1625 miles on them and clearly there was something wrong as the front ones were replaced.   I have a case number with Chevrolet stating the warranty is voided.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/12/2024

  We offered a full refund at the beginning of our interaction with the client, but he didnt want to return the car. The attached carfax report on the vehicle is now showing that it is totaled. It appears like the client might have already crashed the vehicle when he filed the compliant, and thats why he didnt accept our offer for a full refund if he returned the vehicle.

   

  Regards, 

  
  

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

   

  Audi Exchange

  A Division of Semersky Enterprises, Inc.

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

  *************, IL 60035

  Tel.: ************

  Email: ****************************

  Web: audiexchange.com

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21327861
  
  I am rejecting this response because:
  The car I purchased was sold to me with no manufacturer warranty thus I overpaid for the vehicle.  I attempted to trade the car in and was offered a significant amount less due to the fact the car had no manufacturer warranty.  The car being totaled is irrelevant and not the fault of us.  You all have strung me along for months.  I supplied you all with pages of documents, warranty paperwork, letters from ************** executive office, the invoice showing the warranty was no good and no matter what was sent in was never good enough.  You response saying you offered to take the car back is accurate and at that time it was unclear about the warranty.  That's why I stated no, and we would prefer to keep the car but at a discounted price for a car that was sold 15k over msrp with no WARRANTY-
  Sincerely,

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

  Business Response

  Date: 05/21/2024

  We offered this customer a complete refund on the vehicle if they would return the vehicle to us, and they said they didnt want to do that. They were trying to get money from us because they claimed the vehicle didnt have a warranty, even though we reached out to GM corporate and our Chevy dealership and both confirmed that the vehicle did still have a warranty. We later found out that they had totaled the car and thats why he didnt want to return it to us. Attached is a copy of the Carfax showing that it has been totaled, as well as pictures of the totaled car.  

   

  Thank you, 

  
  

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

   

  Audi Exchange

  A Division of Semersky Enterprises, Inc.

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

  *************, IL 60035

  Tel.: ************

  Email: ****************************

  Web: audiexchange.com

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21327861
  
  I am rejecting this response because I submitted to you all letters from the **************** stating the car was out of warranty due to the owner selling the vehicle prior to the 6 months that was required BY GM.  I sent you all the warranty book information stating this, I submitted videos stating this and no matter what I sent you always wanted something more.  I believe you all knew this car had no warranty now and that why the price was under what every other dealer was selling similar cars for and kept prolonging the process.  You sold me a car with no manufacturer warranty which means it was over 30k more than it should have been. Stop acting like this complaint only started due to an accident that was not our fault.   You all have been nothing but unprofessional, rude and bad actors.  It's your responsibility to know what you are selling to provide accurate information to a person buying a 150k car.  Nobody would buy this car with no warranty and that's why it sat at your dealership for MONTHS when the average is 10 days for this car at this time to sell.  You all are liars and von artist, you even removed my post proving what I sharing here from your public reviews.   CROOKS!!!!!!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/26/2023

  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.

  I was looking at purchasing an Audi. As I looked on their website I found the car. ***** called said he had the car and I needed to put down $5k..he calls me back after he got the deposit and said that car is sold and he can get me same car but in white. I was like ok. After 2 weeks he calls and said I have your car drove to ******* picked up car and has been having issues they picked it up twice. They basically said they cant do anything and now I have to go through Audi and BBB auto. I called to get my service records and purchase agreement and basically this ************* says they are working on it. Very condescending they do not call back when I leave messagesits a complete bait and switch dealership. I want my records and purchase agreement. They are very difficult to deal with. I am at my **** end.

  Business Response

  Date: 11/02/2023

  We have sent the customer the documents that they requested in their message. When the vehicle last left our service facility it was functioning as designed. 

• Initial Complaint

  Date:03/30/2023

  Type:Product 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.

  Dear Better Business Bureau,I am writing to file a complaint against Audi Exchange located at ******************************************************************************. My name is ***********************, and I purchased a 2020 Chevrolet Camaro from them on February 22, 2022. I have attempted to resolve the issue with the dealer directly, but they have not provided a satisfactory resolution.The primary issue that I have with Audi Exchange is that they over-collected taxes from me in excess of $3000 and pocketed the money. I confirmed this with my state's DMV, and Audi Exchange has not provided detailed receipts of where the money went. Instead, they sent an aggressive letter that still does not fully account for the funds. This is a violation of the ******** Sales Finance Act, the ******** Consumer Fraud and Deceptive Business Practices Act, and the Truth in Lending Act.Furthermore, upon further review of my paperwork, I found other violations that violate state and federal consumer protection laws. Specifically, I was charged a License Title Fee of $737, which far exceeded the actual cost of ********** titling, which is only $40. Additionally, I was charged a documentary fee of $324, which should have been included in the advertised price, along with the cost of delivery ($1,500) as required by state and federal law.I attempted to contact Audi Exchange to resolve these issues, but their response has been inadequate. I would like to warn other potential customers to avoid this dealer and never use their financing. Their deceptive practices and failure to comply with state and federal laws are unacceptable.Thank you for your attention to this matter.Sincerely,***********************

  Business Response

  Date: 04/04/2023

  We are currently working with our lawyer in regards to this customer. I've attached a copy of the letter our lawyer sent to the customer here. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19878027
  
  I am rejecting this response because:
  see attachment
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2023

  I have correspondence from BBB saying this case was already closed due to the customer not responding on time. 

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19878027
  
  I am rejecting this response because:
  
  I did respond in time via email. This complaint should remain open.

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

  Business Response

  Date: 04/18/2023

  We are working on this case with our lawyer, we have not further statement at this time. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19878027
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************