ComplaintsforAudi Hoffman Estates

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject:- Audi 2011 warranty work for engine mount On 10/14/22 we tow this car to Audi dealer, at Hoffman Estate, reminding that engine has vibration issue that also put dent inside the hood.Looking at the work history, found that Engine mount was installed in Nov 2021 and talking to Service advisor found out that parts and labor cover up to year, so it was not year that engine mount s**** ( driver side) broke and I was told that it is cover. Looking at the invoice ,I did not see any new bolt was added, so seems to me that old screws were used or whatever the engine mount assembly was installed by the Audi dealer in 2021 S**** is broken inside the engine block that was installed by Audi in 2021.Audi wants me to pay ******* to remover less than half inch broken piece of s**** out of engine block by removing whole engine out.I should not be paying any ***** as it is all cover under parts and labor one year warranty. This could be drill out but Audi refuse.This car was kept for over month with different story given to me by the service advisor and one time I was told by the manager on 9/30/2022 that pay for the work done and tow the car out in my son presence ,I did not like the answer and walk out the office Service manager asked to pay for 4 bolt which cost 100 per bolt which I agree to pay (9/20/2022) but later I found out that there only two engine mount and only one on driver side was broke as Engine was vibrating which also hit the hood.The technician look at the car and in video message that we have ,it stated that whoever did last engine mount ,did very bad job and that happened to be Audi Parts and labor cover up to one year and it happened before one year. Since October this car is sitting on the driveway and still paying insurance and other payments while it is not drivable I get call that the car is ready and I went to pick up with my son and end up paying 320 from my pocket while I should not be paying any *****. No loaner was provided. When I asked the service advisor that if someone took this car for test drive he told me that car is not save but it was release and told that drive in slow speed and after couple mile lights shows up on dash board and somehow we made home on 10/12/2022 SINCE then car is parked in my drive way. Audi did fulfill customer satisfaction policy as failed to fixed the cat that was is under warranty by them (parts and labor).This is just sitting in driveway since Oct12,2022.I am not claiming for any damages at this point and just to fix car and provide clean **** of health as some thing else happened when we taking this car home while it was not safe to release car first place as Audi told me that it was not to safe for mechanic to take for test drive..This car still sitting in the driveway and paying its **** Thanks *****

  Business response

  03/31/2023

  Hi,
  Regarding Mr. ****** vehicle, we did in fact install motor mounts in his vehicle back in November of 2021 when the vehicle had ****** miles on it. But the parts that were installed were provided by the clients aftermarket extended warranty company and were aftermarket parts. The factory warranty that covers original equipment components is indeed valid for twelve months or twelve thousand miles, whichever occurs first. Since aftermarket components were used and not original equipment parts,the warranty does not apply. Even if we had used the original equipment parts,the vehicle has exceeded the twelve thousand mile warranty as it had ****** miles on it when it came in on September 14th, 2022 (a difference of ****** miles, therefore beyond the twelve thousand mile warranty).
  As far as the clients claim of an improper repair goes, they had also brought in the vehicle on March 5th,2022 when it had ****** miles on it. At this time there was no evidence of the motor mounts being faulty, nor that the bolts had been sheared off. If an improper repair had been performed, it would not have taken ***** miles and nearly a year to show up. It would have been immediately evident.
          From what I am being told, this vehicle was towed in to us from another shop. One of either two things happened to cause this bolt to break, first it could be that the other shop snapped it off when they were trying to fix the vehicle and after it happened they had no idea of how to repair it so it was sent to us, or, and I believe this to be more likely, the aftermarket motor mount that was installed failed and sheared the bolt when the engine was accelerated. Either way you look at it, this repair would not be the responsibility of Audi Hoffman Estates. Please let me know if any further information is required.
  Sincerely,
  *************************
  Service Director
  Audi Hoffman Estates

  Customer response

  04/09/2023

   
  Complaint: 19622015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Early 6/2022 I received a recall notice about my audi vehicle. This was in regards to a fuel pump related issue. I was told parts were not available because of certain crisis. I am still currently waiting for the parts for repair. On 11/28/22 my Audi vehicle suddenly shut down completely while on the road. All electrical systems went down. I had it towed to the dealership. My car was diagnosed with a bad alternator. I was told there were a few cars at the Audi Hoffman Estates location awaiting the same part. The part was on backorder. I spoke Audi parts distributor on 12/13/22. I was told that because of the Urkrinian war with ****** and covid crisis in ***** there was a hold on these parts. I find it hard to believe that Audi still continues to produce new vehicles with the same resources needed for these parts that are on back order. How is that? They are neglecting the needs of their current consumers and only taking care of potential new customers needs with newly produced vehicles. As long as Audi is continuing to produce new vehicles with the same resources needed for the alternators that are on backorder there should be no excuse as to why they are not prioritizing the customers needs with those resources. This is a huge disrespect and inconsiderate thing to do. I am paying for a vehicle that is sitting in the dealership for over two weeks now and I have no estimated time for return. This is not expectable. Just this month there was another recall regarding the module. Another issue needed solving. I am paying a lot of money for the vehicle and my car insurance policy. This money is going to waste as long as the vehicle is not drivable and in bad condition. This is causing an emotional and financial burden. I would like help paying for my car payment and car insurance policy payment that is going to waste. Some sort of store credit of an exchange of vehicles if my vehicle continues to be unsafe to drive. It's a Lemon. 3 recalls in 1 year? It's a 2021 Audi.

  Business response

  12/15/2022

  I want to say that we understand your frustration. It is unfortunate, however, that we at Audi Hoffman Estates have no control over any parts that are currently on backorder. It is true that the Ukranian war and Covid pandemic have had a huge impact on obtaining parts for all vehicles. Again, there is nothing we can do about parts that are on backorder and continue to wait for updates all the time. Your 2021 Audi A6 would not qualify as a lemon due to the recalls on the vehicle. When it comes to wanting help with your car payments and insurance payments, there is nothing we as a dealership can do. You are more than welcome to contact Audi Corporate and plead your case to them, but we are in no way making any promises. Our hands are tied, and we continue to wait for parts.

  Customer response

  12/20/2022

  
  Complaint: 18576878
  
  I am rejecting this response because: Is Audi still producing vehicles with those same resources needed for my Audi? How can Audi continue rolling our automobiles from the manufacturing plants that contain the same microchips that my car has? Suppose vehicles are leaving the production line with alternators similar to my a6 and the same type of materials. In that case, there should be no excuse why you can not prioritize the needs of your current customers and wait to start production for new customers. We invest a lot of money into our purchases and should be treated with top priority when handling these issues. 
  
  Sincerely,
  
  ***********************

  Business response

  12/22/2022

  I want to again apologize for this situation, but it is out of our control as a dealership. Audi as a whole is prioritizing the parts that we (and every other dealership) need to get these issues resolved. Audi is aware of those customers (you included) who are waiting for the parts needed to fix the vehicles. Again, the war in the ******* and the Covid pandemic have had a HUGE impact on all of this. These are factors that make obtaining some of the parts for your vehicle difficult right now. I promise you that you are on the list, and we will have your vehicle fixed as soon as we possibly can considering all of the factors I have explained.

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