ComplaintsforMcGrath Audi

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called Audi Morton grove service in regards to checking about my warranty. I explained to the service woman of what the issues were in regards to the car and if they covered the engine coolant and thermostat pump. My car had a light turned on and I explained the engine light. She stated that my car was no longer under warranty and I asked if she could check again as I bought an extended warranty. She repeated my car is no longer under warranty. So I took my car to another shop and got the work done. The light had turned on again so I called the previous shop and they said take it to the closest dealer as it may not get too far. I took it to Audi and he stated that the oil just needed to run for a certain amount of time (something like a flush). He said its under warranty so why didnt you take it here. I explained that I called and gave him the day and time I called and that I spoke with a woman. He said if I called the Audi corporate number I would get my money back. I called and they reported that they could not assist me. So I called back and ****** the supervisor stated to text him the bill and he would get the refund. Months went by and he kept stating he escalated it to his supervisor then he stopped messaging. The bill was ******* and I paid the extra warranty to cover this. I have not gotten any assistance and due to their error I had to put money that I did not have into my car despite paying additional for the warranty.

  

  Business response

  05/02/2024

  Dear BBB, 

  The extended warranty is does not cover parts replaced at a 3rd party repair shop. We do not have any record of a call stating this was covered. Please see full details below from our service advisor that worked with *********************. 
  

  I met ****** on 11/24/23 when she brought her vehicle in for a low coolant light on the dash. I had ************************* diagnose the concern and we found coolant reservoir low on coolant and coolant light was on the dash. We pressure tested the cooling system and the pressure did not drop. We noticed the water pump and thermostat were replaced by an independent shop and recommended to perform a coolant flush and bleed the system. I called the client, and she approved the repairs. we flushed the system and bled the system , topped off the coolant and pressure tested, and everything checked out ok after the test drive. I Called the customer and notified her that vehicle is ready. Upon pick up she mentioned that Audi has an extension on the Water pump and the work we performed should be covered by Audi. I Told her since water pump and thermostat weren't replaced at an Audi dealership, I will not be able to have Audi cover the cost of the repairs we performed At Audi Morton Grove , I decided to cover the repairs for her since she purchased the vehicle from us. She had also mentioned she purchased an extended warranty with her vehicle, but her Ethos contract expired on 01-21-2023 OR ****** miles. She also mentioned that she had her water pump and thermostat replaced elsewhere and had to pay around $1200.00 dollars for this repair. I told her that i would call Audi on her behalf and see if there is anything I can do to help her get her a refund. I called Audi twice  i also had Miros call and we Were told by Audi that there is a settlement with this concern and to call a different number. ***** called the Number that was provided by Audi and was told that water pump settlement expired in 2022. ***** in sales called me asking about the refund process and i explained to ***** that The settlement expired in 2022 and i advised ***** to have ****** call Audi directly.

  Customer response

  05/03/2024

   
  Complaint: 21639255
  
  I am rejecting this response because: I was informed by this supervisor that I would be given a full refund because of their error. I was shown even the information by him that I was covered and they made me go to a third party because they misinformed me and therefore would make sure I get the refund. They owe me the money that I had to pay out of pocket. This young man should be held responsible as well as you can see in the texts he assured me I would get the refund. Hes going to have to work with his company on their error and for him to let me know that I would get the warranty falls on him. I paid for the extended warranty and yet was told I didnt have one so they are responsible for covering the costs of something I shouldnt have had to pay for and should have been done by Audi themselves. I expect the refund and I will also ensure that I contact the supervisor in regards to this supervisors lack of follow up and lies. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/21/2024

  Dear BBB, 

  We do not have any record of a phone call between ********************** and one of our associates, just the text message exchange with ******.  Even if this was the case that ********************** DID speak to someone at our location that said 'you no longer have manufacturer coverage' this information would be CORRECT.  The warranty that ********************** is referring to is a 'WARRANTY EXTENSION' -- there is no way our dealership would know if she actually QUALIFIED for this because we never physically diagnosed the vehicle with the aforementioned concern. Instead ********************** took the vehicle to a 3rd party shop which disqualifies any reimbursement from the manufacturer, AUDI including a warranty 'EXTENSION' if the diagnosis falls under that umbrella. The employees that answer our phones SOLELY look up general customer info and set appointments, they are not technical nor do they diagnose vehicles over the phone. 

  As a courtesy, we bleed out her system when she had issues from the work performed at the 3rd party shop (****'s) on 11/20/23.  We did this for the customer at no charge.  

  We stand by our decision to not reimburse because the vehicle was not diagnosed at our dealership, and therefore we would not know the concern and if a warranty extension applied. 

  Thank you, 

  McGrath Audi 

   

  Customer response

  05/21/2024

   
  Complaint: 21639255
  
  I am rejecting this response because: I was told the vehicle was covered by your supervisor and guaranteed a refund in person and in text message. It is your obligation to withhold that. I was provided with the paperwork that showed my car was under warranty as well. Obviously they do not want to pay despite their error but the customer is not wrong in this and the refund should be upheld. This is horrible customer service and the texts and calls along with the paperwork that was provided shows I was supposed to be given a refund. I paid for the warranty and this is the treatment they provide. I guarantee that I will not go back and I will definitely be pursuing this further. I will also ensure that reviews are made to show how this company is dishonest and immoral. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $ ****** times four which is $3,5011 dollars needs to be paid back immediately from my previous A6 for that was supposed to be paid back from my new Audi q5 vehicle deal This pertains exactly to my previous A6 which is $****** times 4 which $3,501 of money they have stole and need to payback, McGrath Audi is a bunch of lying frauds I want those payments refunded directly deposited to my account

  

  Business response

  04/24/2023

  Dear BBB, 

  Our management team was in contact with ********************** last week regarding his concern for money due back to him.  ********************** is looking into his paperwork and told our team he would get back to us soon with details. Please leave this case OPEN until we can agree with the customer that the correct funds were paid.  

  Thank you, 

  McGrath Audi 

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled an oil change and tire rotation and upon checking in for my appointment with my service advisor *************************** he confirmed my car was under extended warranty until Feb 24 **** and AdBlue top offs were covered until it expired. I paid my bill and didn't notice an archaic charge for UREA for $34.32 ($35.64 with tax). After googling what this was aty wife's request I was disappointed to see this was a charge for an AdBlue top off. I called them expecting it was a simple administrative miss and **** talked to the manager to resolve the problem. The manager called me today pretending to listen but simply lectured me for 10 minutes and did not honor their commitment.It is unacceptable to say you aren't charging for something, then to charge for it anyway under a hidden and obscure name. It is far worse to then fail to fix the issue. This is stealing and I demand my $35.64 is refunded.

  

  Business response

  03/05/2023

  Good morning, 

  ************* and our General manager, *****************************, have been in touch to resolve this matter. 
  Thank you, 

  McGrath Audi 

  Customer response

  03/06/2023

   
  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.  *********** has gone above and beyond my expectations to resolve this concern and have made a commitment to learn from the issue to prevent future complaints and issues for other customers.  My thanks to **** for his exemplary leadership and customer service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 3, 2022 I purchased a 2019 Audi A4 from McGrath Audi of Morton Grove. At the time, they provided me with a 30 day temporary tag that expired on July 4, 2022. On approximately July 1, 2022 I began contacting the dealership to express my concern over the fact that the temporary tag was about to expire. At that point I was told that they don't have the title and should have it in "2 weeks". It is now August 9th, I'm still driving with an expired tag and they avoid my calls. On August 5, 2022 **** in the finance department told me to go to the *** and they will give me another temporary tag. Not only did they say that it wasn't possible without a title but STRONGLY recommended I contact the Illinois Secretary of State/ Dealer Division and report the incident. Today, August 9, 2022 I was told by **** that there's nothing they can do, they don't know when they'll have the title and I may or may not get a ticket if I get pulled over. At that point, I told him I was returning the car for a full refund. He said they would not take the car back. I've been driving on an expired temp tag for well over a month and they are telling me there's nothing they can do. I need help to get this resolved and to warn others of my experience. I believe there is a time limit dealerships have to submit titles (and the fact that they don't have the title seems just wrong to me). Thank you in advance for your assistance and I look forward to your response.

  

  Business response

  08/12/2022

  Dear BBB, below is the plan to resolve this concern  - thank you! 

   

   I have since spoken with the customer, and he is planning on being here Friday 8/12/2022 as we will be unwinding the transaction.
  
  
  We will be processing the monies down and the one payment made to date.
  
  
  Let me know if you need more, or a quick call.
  
  
  ****

  Customer response

  08/19/2022

   
  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

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This auto company is involved in an exchange with a third party training company that is gathering companies to trust them and invest in them and their training service that is not in line with McGrath auto services line in the market. This often involves testing of patience in experiential ways, non performance based roles that people make into a show, and exertion over conforming peoples tolerance of provoking and if they will grumble or complain. This training is not in their market and they advertise and promote this under their website and brand as it is expressly likened to driving a car. This is an E company.

  

  Business response

  05/17/2022

  Dear BBB, 

  I am not able to locate this consumer (*********************) in our system. 

  Consumer attachments show positive compliments from our customers that have been posted to our website. 

  The 'E' company she is referring to is '***************' that designs the graphics on our websites. 

  We are not sure how to respond to this. 

  Thank you, 

  McGrath Audi 

   

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I trade in a Audi 2018 Q5; because it was remotely hacked repeatedly, I wanted less bells and whistles so they suggested their used 2015 Q5 on it about 5/12/2021; I received $23,000.on a vehicle I recently purchased 9/11/20, for $32,500. And the 2015 was sold to me for $27,694 total finance was $37,307.60. McGrath packed the payments to profit with ***** *********** they got greedy in that they over collection of ********* fees $990.63, overpayment of tags fees $274.87, failed to honor vehicle service causing me to spend $411.64 on oil and tire rotations. They ignored my prime credit score of **** and gave me 6% interest, then after ist complaint reduced it to *****% claiming the car was old and that gap ins. had to be taken in the amount of $999., two weeks ago I refinance with my CU at rate if ****%, now they are refusing to give me back my full gap after all the deceptive I experience and I am sure they made money on my 2018, I want the difference of what they sold my car for. It has been ongoing and continue harassment from this dealership, I believe that they have given out pertinent info on my vehicle it is constantly being hacked thru Bluetooth and I want this billing to stop with all advertising sent to my home, I have NEVER return for any service from this corrupt dealership, my payments now are more than $100 less than what ***** Fargo their partner were charging me. After repeated visits to Wi DMV in July I received my taxes back and tag refund, the ** failed to speak with me when he learned that I reported his business to Audi Customer Relations. I want to be made whole, I want all of my Gap ins. Money returned to me and money from my 2018 Q5...the car had about ****** miles I purchased it with ****** miles for $32,500. I used it for eight months only driver in excellent condition. I need your help in resolving this complaint against McGrath Imports Audi, I am a senior, 67 years old and are shameful that I allow this abuse, to have some peace!

  

  Business response

  05/20/2022

  Dear BBB, 

  Our GM, ***************************** reached out to the customer ****, with no return call at this time. He will continue to try to reach her. 

  Attached are the refund checks- one is for the $990.63, once the overage was identified...copy of the cashed check and signature customer deposited into "TRUSTONE FINANCIAL ATM DEPOSIT" 5/26/21 - (transaction date indicates 5/12/21)
  
  
  Gap cancellation detail attached of ******, customer requested 5/3/22 (working on payment detail with Ethos, who the *** was contracted through)
  
  
  As for the payment discrepancy the customer is referring to - it appears the ************ refiance may have prompted this, as we had recontracted to lesser terms upon the original transaction date. 

  In terms of the cusotmer being 'hacked' - we do not share customer information from the dealership level, it's possible customer information is shared by lender or other outside sources.  

  Thank you 
  
  
  
  

  Customer response

  05/23/2022

   
  Complaint: 17201183
  
  I am rejecting this response because:
  I was taken advantage by this dealership, my vehicle was worth more than $23,000, when I spoke with the ** namely **** on Thursday, he told me that he would look into the matter and get back with me on Friday or Monday.  He has not call me as of today and I am waiting for his response in how we would move forward.  We did have issues with connecting, and we finally did at 5:50pm on May 19, 2022.  I requested to be made whole in some of my money back or a extended warranty and it was stated to me that he needed a couple days to make a decision.  The Gap was $999.00 for six years which would be divided by 6 in the amount of $166.50 for the one year would have been on 5/12/22, my refund should be $832.50, why are they taking $237.32 from my refund.  I was coerced into taking this coverage, I should be given a refund of $999.00, this is unacceptable also I did not cash a check in May, the refund did not come to me till July 4, 2021, why the continue cover-up in an effort to be dishonest?  I am still waiting to hear back from the general manager, **** whom I spoke with on 5/19,2022 for 28 minutes.  I am not sure why this is conflicting, when he led me to believe that he has always been honorable and that he will do the right thing, he claimed that he was told that the vehicle had a problem, he assured me that it was he who lower my interest rate when I first complaint and that he was a man of honor!  I will reach out to him again tomorrow, I am baffled of their response and would like to speak with ****!
  
  

  Sincerely,
  
  D *****************************

  

  Business response

  05/27/2022

  Dear BBB, 

  ****************** met in person with ***************************** this week to work out a mutually agreed upon new warranty. To my knowledge this Has resolved the concern. 
  Thank you! 

  Customer response

  06/02/2022

   
  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,
  
  D *******************************

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