ComplaintsforAudi Norwell

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 13th, 2023 I purchased a 2020 Audi A6 55 TFSI Prestige Vin# ***************** with ****** miles on the odometer reading from Audi of Norwell for $44,786.56. The sale of the vehicle included Certified Pre-Owned Warranty performed by Audi of Norwell on 3/9/2023, with all previous maintenance records of the single owner vehicle as being maintained appropriately per manufacturer recommendations by Audi of Norwell. On Feb. 16, 2024 I delivered my vehicle to Audi of Norwell for its first ****** mile routine maintenance. I contacted that evening and informed that the engine needed a complete replacement due to 2 of the 6 cylinders being scored. Since then, I have not received my vehicle back in 3 months due to multiple additional issues that were discovered, including a blown AWD differential and complete transmission replacement, which is outstanding and they have not been able to deliver an ETA on when that part will be available. Due to nature and extent of the mechanical issues and unknown length of time, I have tried to work with the sales department to make me whole on the vehicle by either trading me into an equivalent vehicle at no additional cost to me or purchasing the vehicle back for what I owe on it. They have in all instances told me that they will buy the vehicle back for $****** less than what I owe on the vehicle which is well below the ******************* book value. The offers they have made me for a trade have also included a substiantial cost to me in which they would be making additional profit off of my situation. They have claimed the factory was willing to help financially but in the offers they have made this assistance has been placed toward their own profit and gain. Currently I am without my vehicle after 3 months while continuing to make payments for the vehicle with no resolution and no communication from Audi. I would like to be treated fair and made financially whole and get out of this vehicle. Given the Factory has also agreed to assist.

  Business response

  05/13/2024

  I'm sorry for all your frustration with this repair.  As you know the replacement transmission is currently on back order with Audi and we have provided you a loaner vehicle at our expense while we are waiting on the arrival of your replacement part. While this repair is covered under warranty, it's very frustrating that we don't have a specific ETA on the arrival of this part.  This issue is with Audi of America not having the part available.  As a dealer we are prepared to make the necessary repair as soon as the part becomes available.  We have done our best to keep you updated with whatever information we have and we are looking forward to the arrival of this part so we can repair your vehicle and return it to you.  Please feel free to contact me directly with any questions at any time.  ************************* Audi Norwell General Manager ************.

  Customer response

  05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Due to the extent of mechanical issues this vehicle has experienced in the short duration of ownership, in addition to the inability to provide repair in a reasonable period of time, the complaint and request is for the business to stand behind their product that they have sold and purchase back the vehicle at no additional cost to myself, NOT to simply repair and return as insinuated in the business response. I am not interested in ownership of this vehicle or doing business with Audi of Norwell based on the now proven business etiquette, or lack there of. Where, it has been stated that Audi the manufacturer has agreed and is willing to accommodate an allowance of $6,500 to provide good faith to me due to the unusual circumstances. Audi of Norwell has decided to apply this allowance to their benefit, to assure they are able to protect themselves and their business interest and capitalize on my misfortune in this situation. Audi of Norwell has claimed that I will be receiving a car back that has been completely rebuilt and repaired and is therefore in Excellent condition and poses no long term concern for me as an owner, yet on the other hand they have significantly undervalued the vehicle (well below poor condition value as quoted by *************** Book) in any trade negotiations. Furthermore, in all negotiations Audi of Norwell has applied the $6,500 allowance as provided by the manufacturer for not being able to provide parts and for the extremely unusual circumstances in favor of ensuring their continued profit by undervaluing the trade offer, and not towards the intended interest as stated, to support me as the customer. I am continuing to pay a premium price for a premium vehicle that I am unable to drive with no expectation of when the repairs will be resolved. In addition, when repairs are made, there remains warranted questions around the long term reliability and value of this vehicle that I am not willing to absorb. Clearly by their offers, neither is Audi of Norwell. It is not justified to claim that you are sacrificing as a business to provide a loaner vehicle when as a luxury dealer that is a standard service you provide to any customer that drops their vehicle off for service, as I did, three months ago. Audi of Norwell has had ultimate responsibility for the initial lease, maintenance, CPO warranty, sale and continued repair of the vehicle for the duration and history of its life. Im asking you to stand behind the product you have sold and do the right thing by the customer to whom you have sold this vehicle. That cost should not be to me. ****, I have attempted to deal directly with you for 3 months and you have not provided support beyond the same unethical sales tactics as demonstrated again in your generic response of diverting attention away from the issue and focusing on how unfortunate it is and how much support you wish you could provide, yet have provided no concrete answers or fair solutions beyond the provision of a standard loaner. I want the vehicle purchased back at no cost to me and I have no interest in further business with Audi of Norwell, I will allow BBB to act as a mediator at this time, with intent to derive a fair and equitable resolution, not just what will work for you and your interest. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  05/14/2024

  The covered repair process is on going per Audi of America's guidance.  We will continue to keep you posted as eta's for the part become available. Again, I'm so sorry that you are caught in the middle of these parts availability delays from Audi of America.  Our service shop will commence with the labor as soon as the parts arrive and we will continue to provide you use of Audi Norwell Loaner vehicle until this is rectified.  I know that you stated your dissatisfaction with this approach and I don't mean to further frustrate you by repeating this message but I needed to answer your comments on the 2nd message.  Thank you. 

  Customer response

  05/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  This approach is not satisfactory and does not address any of the concerns. Please put into writing your justification for not addressing the concerns for devaluing the car and refusing to negotiate a fair buy back and applying the agreed assistance from Audi America to facilitate this buy back. I have not requested for the repairs to be made and I have not requested to proceed with the covered replacement of the outstanding part. I have requested that you buy back this vehicle utilizing the financial mechanism provided by Audi America and you as a certified dealer/ representative and them as the manufacturer sort out the long unknown delays of part availability and long term mechanical issues of this vehicle.  Please address these concerns specifically. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband was employed by this company. He bought a vehicle from them on 12/31/22 under the pretense of his employment with the company being his source of income to finance the vehicle. On 1/6/23 he was terminated from company. The company sold him the vehicle knowing he would be terminated just days later at the start of the new year. He now has a $620 car payment with no job.

  Business response

  01/16/2023

  Hello *******,

   

  You have issued this complaint with Audi Norwell.  At the time of ***'s termination he was employed at Porsche Norwell not Audi Norwell.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased new 2022 Audi A5 12/22/21 and also sold my 2017 ****** Legacy to dealer for $17,000.00. Lien on latter with USAA ******************** who provided payoff letter of $8335.18 good through Jan 6th COB. Dealer mgt. agreed to pay off lien and give me the difference of $8664.82 on 12/23/21. Dealer acknowledges new car funds in their bank acct. Dealer acknowledges lien paid and title released by USAAFSB. Dealer refuses to give me the $8664.82 stating they made an error and overpaid USAAFSB by this amount. Dealer states they will not give me my money until " they have an opportunity to work things out with USAAFSB". Dealer states this is an "issue of trust" and they must validate that USAAFSB has refunded the overpayment to them and the funds arte in their bank account before they will give me my money.

  Business response

  01/15/2022

  The agreed upon trade in value was $17000 and the payoff listed on the Purchase and Sale agreement was also $17000.  This amount of $17000 was sent to USAA from Audi Norwell to pay off the lein and USAA will directly reimburse the customer for any overpayment which was explained in detail to ******************.  Audi Norwell is not holding any funds due to ******************,  as the total amount of $17000 was sent to USAA on 12/29/2021 check #***** and cashed by USAA on 1/5/22.  Whatever over payment is due to ****************** will be coming directly from this $17000 pay off check sent by Audi Norwell and when we contacted USAA on ********************** behalf they indicated that any overpayment should be coming to him in approximately 2 weeks from them receiving the funds which at this date of January 15, 2022 means he should have his reimbursement for overpayment any day.  We have reached out directly to our customer and reviewed this information with him again.

   

  Please let me know if there is any additional information you may need on this issue and thank you for making us aware of the situation.  I hope ****************** receives his overpayment reimbursement check promptly and we will stay in touch with him to confirm that.  Thank you.

*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. ↩