ComplaintsforMolle Volkswagen Audi

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my car towed to Molle Audi service department for engine issues in March 2023. Audi spent the next couple days going through the engine and ultimately told me that the engine needed to be replaced along with turbos and other various parts for a total of $56,000. I was charged by Audi for the inspection of the engine. Not able to afford this estimated repair cost, I had to have the car towed back to my house where I sold the vehicle as is. The party who bought the car ended up replacing the necessary parts to get the engine to start which it ultimately started up and is running fine. The original engine turned out to be fine and is working properly. However, based off the professional opinion from Audi, I was told the engine had to be replaced, so I sold the car and took a big loss in money only to find out the engine was okay. I am out over $25,000 on the car from what I purchased it for versus what I had to sell the car for what it was worth with the understanding the engine needed to be replaced.

  

  Business response

  05/15/2023

  We have done some research into the repair orders and invoices for your vehicle on the visit in question. I was unable to find anywhere that we stated you for sure needed an engine. I do see where we noted that there was that possibility the vehicle would need a new engine. Turbocharger failure damaged intake cooler causing coolant leak into engine intake, and drowning engine. After we found the turbo failure and the coolant leak that was leaking internally into the engine there was a chance that the engine could have hydro-lock damage from this situation. I do show that the turbo failure would have been covered by Audi if the engine had not been tuned (modified). We also found the starter had failed which could have been in relation to the engine being hydro-locked with coolant. Given all that we had found we had to make you aware that there was a chance of engine failure. We have to do that to give you a heads up so you are not under the impression that the turbo's and associated parts get replaced and the engine is good to go. I'm sorry if you misunderstood the situation or read the paperwork a different way but without replacing everything needed and then retesting there was no way to cancel out the fact the engine might have needed replacement.

  Customer response

  05/15/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because: the only repair option presented to me was replace engine and associated parts at a cost of $56000 for a car that’s not even worth half of that. Had Audi done their due diligence and done a full inspection of the engine they would have found the engine to not have suffered any internal damage. I have video proof that the original engine after being flushed out was able to completely turn over by hand and then after turbos and starter were replaced the engine itself started up with no issues. I understand the tuning of the vehicle alters the factory engineering of the vehicle and was ready to pay for the repair for the parts (turbo, starter, heat exchanger), but what Audi told me was the engine needed replaced as well. Again, this has cost me thousands of dollars.
  
  ******** ***** *******

  

  Business response

  05/17/2023

  The repair option given was the facts, which were a turbocharger failure damaged the intake cooler causing a coolant leak into the engine intake and drowning the engine. Starter damaged as well by many "re-start" attempts, all while the engine was unable to crank. The customer was informed of in case that there is not catastrophic engine damage, only the starter, coolant, and turbos would be needed - this would be the first step, then the engine will need to be test run with previously mentioned repairs to all, in order to tell. Again, at the very  least, the above repairs would of had to be done. it is our duty to let a consumer know, that there may be additional repairs needed due to the significant amount of damage (from the picture, the coolant hydro-locked vehicle). In order to be 100% certain for the engine to be turned over - it needs to be properly repaired for that determination). Unfortunately, with the vehicle being tuned, there is no warranty per Audi. 

   

  Heat exchanger damaged, picture attached, along with the coolant leaking into intake. 

  Technician notes attached in correlation with issue. 

   

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• Initial Complaint

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  5-5-23 We visited the ***** ** website. It said "Up to $5000 off MSRP on all new 2023 Models, view now" View now, was a page of there new 2023 VW on lot or coming soon. I called and spoke with staff *****. I I asked if the 2023 VW Tiquan SE (by stock #) was eligible. He said yes that will get you $4000 dollars back. We went to the lot on Saturday 5-6-2023. No Tiquan on lot, new one will come next week! We went in again on Tuesday PM 5-9-2023. Test drove a VW. We sat with ***** and decided on a new 2023 that was to come in next week. I was attempting to place a down payment on the new 2023 VW. At no time during the entire process was there any information that we needed to borrow money to get the $4000 incentive. It was hard to believe that someone with more than $33K in their bank account would be rejected from this process. I feel that Molle VW deceived us. They hooked us with a advertisement for $4000 back, the staff continued the charade until we sat down and was getting out a form of payment. I believe they feel many cash customers will not back out of the deal and will pay the full MSRP of there cars. We did not lose any money, but we felt like we are the conman's mark that got away.

  

  Business response

  05/13/2023

  This customer was offered a full discount provided they finance through Molle Volkswagen per the attached disclaimer as is every customer. Mr. ****** was also offered a lesser discount of $3,000 NOT MSRP should he choose to use an outside bank as is every customer is offered. No customer at Molle Volkswagen pays over MSRP

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1. We were told that my registration fees would be covered during the signing of my lease on 2/9/23 2. We were told that the taxes were rolled into my monthly lease payments during the signing of my lease on 2/9/23. We were reassured that since we lived out of state (in ********) that this would be sent in immediately to the **braska DMV during the signing of my lease on 2/9/234. We told our finance officer at Molle VW that it was VERY important that this was do** in an expedited man**r due to my ** plates expiring at the end of February during the signing of my lease on 2/9/235. We were told that if there was any issue, we would be contacted immediately during the signing of my lease on 2/9/236. I (***** *****) reached out to Molle VW on 2/23/23 because we had not heard anything to check the status. I spoke with *****, who informed me that "it had been sitting on her desk" and hadn't been sent. I explai**d the importance of it being expedited due to my tags expiring at the end of the month. She left me a voicemail confirming that she was overnighting the information with an enclosed envelope for the ** DMV to send it back.7. I (***** *****) reached out to Molle VW on 3/1/23 because we still had not heard anything to check the status. I spoke with *****, who said that she had sent it but that she could reach out to ** DMV to check the status. She left me a voicemail stating that ** DMV has confirmed processing but that they couldn't guarantee delivery of return mail.8. During this time NEVER once was there any indication that we were owing of any amount.9. On Friday 3/3/23 I received a pho** call at 10:13a notifying me that they had received my registration but that they were unable to send it to me until I paid ~$873.70.10. My husband, **** *****, called and emailed numerous times to all of the contacts that we worked with between the dates of 3/3/23 and 3/8/23 and never received return call/email and was repeatedly told that the people he requested to speak to were sick, out of the office and/or otherwise occupied.11. I (***** *****) emailed today the contacts I had willing to settle the disagreement by paying $190.20 for them to release my plates/registration as these were listed as personal preferences in the receipt from the registration photo I received.12. I received an email response from **** ***** stating that I signed a form releasing them from all expenses. They would not release my registration until it was paid in full.

  

  Business response

  03/10/2023

  Molle Volkswagen is very sorry to hear of **** *****' misunderstanding of how the taxes of her leased vehicle are handled.  The taxes are always explained in the finance process and the customer is asked to sign the attached document acknowledging their understanding.  Every state handles registration fees and personal property taxes differently at the time of titling and registration.  We cannot collect the exact fees upfront because in many cases we do not know the fees until the vehicle is registered.  The dealership is required to register all leased vehicles because the legal owner of the vehicle is Volkswagen Credit in care of the lessee ( the customer ).  I hope this helps . 

  Sincerely

  ***** ******

  Molle Volkswagen

  Customer response

  03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  Regards,
  ***** *****

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I own two Audis, this company refuses to service and perform safety recalls that they will get paid from the Auto Manufacturer for. The recall is directly related to airbags. The company refuses to perform for no reason.

  

  Business response

  02/24/2022

  While the fact that this customer did not purchase any of his vehicles from us does preclude him from our dealership, his previous behavior on our showroom does.  We are not the only dealership in this area that can perform these services.  

  Customer response

  02/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response, the franchise has an obligation to its local customers to preform safety recalls on the automobiles that they sell and service at no cost to the customer. The auto manufacturer depends on it. In fact Molle Audi will get paid directly from Audi of America for doing the simple 1 hr repair. This is clear and blatant refusal of service for no reason. 
  
  Regards,
  ****** ******

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