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:04/08/2024

  Type:Sales and Advertising 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.

  I purchased a used Audi Q8 Etron from Audi Charlotte on 3/9/24. I was given a 30 day temporary tag on that date. I became concerned about 3 weeks after purchase that I had not yet received the registration or permanent license plate in the mail. I called/emailed multiple times to various employees at Audi Charlotte asking for updates on the issue and was told to wait longer. Finally, 3 days before my temporary tags were about to expire, I called back to the dealership out of concern that the issue would not be resolved in time and that my tags would expire and I would not be able to legally drive the car on the streets. I was told new temporary tags would be overnight mailed to me. That was a lie, and I received nothing in the mail. Now, my temporary tags have expired and I am unable to legally drive the car. I have spoken to multiple people at the dealership and have been told multiple lies that new tags are in the mail or that the registration is being processed however no one is helping and ultimately, I cannot drive the car due to the sheer incompetence of the employees of Audi Charlotte.

  Business Response

  Date: 04/10/2024

  The tag was held up in the system and is being shipped out to the customers home address today via overnight. A tracking number can be provided if requested. We apologize for the delay and greatly appreciate your patience. Please feel free to call with any further questions or concerns.

  Customer Answer

  Date: 04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  The license plate and registration was finally mailed to me, 35 days after vehicle purchase. Still in violation of ** law but I finally do have the appropriate documents  

  
  Thank you. 

  
  

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising 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 traded in a vehicle and the dealership did NOT disclose the deficiency ($28K) from the trade and instead hid it in the deal without notice or approval. had i known the exact deffeciency (negative equity) i would have not gone forward with the transaction. they deceived me.

  Business Response

  Date: 03/18/2024

  The client leased a 2024 Audi Q7 on December 11, 2023 and rolled $12,684 of negative equity from his 2022 Porsche Cayenne. He was happy with his purchase at that time but then decided he didn't like the Q7 and wanted a Land Rover. He told our Sales Representative that he attempted to trade his Q7 for a Land Rover, but it was going to take a year to be built and he did not want to wait that long. He then started looking into our Q8 e-tron. We worked numbers with him and he was well aware of the negative equity on the Q7 as he still had the previous negative equity from his Porsche on the last lease. You can see on page 2, section 11 and 12, of his contract where the negative equity is clearly stated. The only reason this is an issue at this point, is because Land Rover has now called him back with a earlier expectation on the vehicle he was also shopping. No one at the dealership has ever stated that he would have no negative equity. He did receive an incentive of $12,500 on this lease to help the situation some. Please feel free to call if further explanation is needed.

  Customer Answer

  Date: 03/19/2024

   
  I am rejecting this response because: the dealership never provided me with a deal sheet, as they did for the previous trade (see attached).  it was obvious and evident of the loss i was being asked to take on the Q7 and i made that decision then with open eyes and fully aware.  they never mentioned, disclosed or shared a deal sheet outlining the massive loss i was about to take, thus giving me an option to walk out.  that's the deception.  hiding it in lease documents when signing tons of documents, electronically i might add, is fishy to say the least.  it's irrelevant how i found out about the negative equity, deficiency, and thankfully found out now, when i can do something about it. disclosing a loss of $28K is the proper and professional way to go, and that wasnt the way it went.  i never had a choice, nor was i ever made aware of the loss until a month after the transaction.  their response is rejected and im prepared to file a lawsuit if need to be so buyers can be made aware of these type of deceptions. 
  
  

  Business Response

  Date: 03/20/2024

   At Audi Charlotte, each transaction is fully transparent and tailored to meet the customers needs.  The transactions with **************** were no different.  We reject Mr. ******* characterization of the transactions with Audi Charlotte and the false accusations that there was deception in any transaction. 

• Initial Complaint

  Date:01/04/2024

  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.

  My vehicle is leaking from all the areas that was last fixed by Audi last year. It was serviced this year between Nov 28 and Dec 7th. I dropped it off in November and pick it up in December. When I left last year they advised they would cover their work for 12mo/certain miles. They called my warranty company and claimed it was new issue. I asked before i paid the invoice if any of the fixes was a result of the last fix. When I looked at the listed parts some where the same on the last invoice. Which means it was something they had already fixed. I called another Audi dealership and they advised that parts are not interchangeable and would only be used for this fix. Guess what, I called Audi Charlotte and they advised their work is not covered for 12mo and they will not refund the money I paid for them to fix what I have already paid them to fix months ago. **** on the below document is the name of one the employees who I asked about the parts The * and written information about timing cover next to "complimentary car wash" is the written confirmation of when I asked my advisor if the service rendered had anything to do with the previous service. That was his answer!!! And yet both documents show the same parts used to fix the timing cover. I have paid for the same fix within a year. My mileage was within warranty and the date was with the 12mo.I have been defrauded! Stolen from! And dismissed as stupid.

  Business Response

  Date: 01/05/2024

  The customer originally came in on November ******** with an oil light on that was diagnosed as an oil consumption issue. The customer had an extended service contract from an outside provider that covered the expenses for the repair. This repair consisted of replacing pistons and rings in the engine. The car had ****** miles on it at this time. We assisted the customer with her rental car through Enterprise since her Service Contract provided that for a week. We did have to wait until a rental was available to start the repair. The repair was completed on December 22nd and ready for pick up that morning. The customer did not come to pick her car up until after the Christmas holiday and was since charged additional rental days by Enterprise. We absorbed that expense as a good will gesture for the customer when she mentioned that it should not be her problem. She left and was not seen again for any service from us until she arrived on November 28th of 2023 with an oil leak concern. Her ********************************* will not cover the gaskets and seals required to correct this new issue, as they deem them to be wear and tear items. We have have discussed this with the customer and quoted the $266 for the repair. The customer approved the work and left happy. She then called our Service Manager to inquire about the first repair from the previous year and questioned why it was not covered under a parts warranty. Our Service Manager contacted ********* to inquire about her request and was told that seals and gaskets are always considered to be a wearable item and not covered at all. We relayed this to the customer and she was not happy with the answer. She then hung up on our Service Manager as he was trying to explain the reasoning Audi gave. Please let me know if you need copies of any work completed or have any additional questions.

  Customer Answer

  Date: 01/08/2024

   
  I am rejecting this response because:

  Again, I told the advisor I was leaving for the holidays when I called. He told me it will not be ready. Then 2 days later he called saying it was ready. 2ndly, He we put this fix off for months so that I could have a courtesy vehicle which was offered by Audi. I didn't ask for it. So it was expected when I arrived and it was not provided. So the rental issue will have never arisen if they would have provided a courtesy as they promised. They absorbed fee from what they have caused.

  With the next visit, I understand wear and tear. When I left from the 1st oil fix, they advised all their work was covered by 12mo warranty. All. So naturally I assume ALL. A wear and tear of less then 12mo, for newly fixed item doesn't sound like good work. For me it feels like they did a half job that they new would make me have to come back pay money bc they had to pay for the rental. When I signed off on$266 it was after i asked the advisor if all the items were need and not associated with the last fix. Which is why I had him write on the paper saying it was not any of the same items previously fixed. When I looked over the paperwork I saw that that was not true.

  
  

  Business Response

  Date: 01/09/2024

  Unfortunately, we can not change what the manufacturer deems as wear and tear items or what they will or will not cover under a warranty claim. We covered the clients rental bill as a good faith gesture and have done all we can to explain the reasoning behind the manufactures position. The work that was performed was quoted, approved and signed by the client prior to the repair being completed. We have called the manufacturer and requested good will on the clients behalf, but they are holding to the wear and tear item as policy.

• Initial Complaint

  Date:09/27/2022

  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 purchased A car from Audi of Charlotte in December 2 weeks after having my 2022 Q3 motor on minor went out on both sides making it difficult to change lines, One of the service reps. ****** up my request multiple times and had me driving to the dealership multiple and my issue was not resolved, Just recently I found out that someone that does titles made a big mistake that is costing me big time. I dont no longer want an apology, its not helping the issue thats been caused their ongoing mistakes ?

  Business Response

  Date: 09/28/2022

  The customer had a switch that malfunctioned in her side mirror which was replaced under warranty as soon as it was brought for diagnosis. The title was sent to the customer at time of purchase, as she brought a check for payment. The bank that she arranged her own financing with then contacted her to let her know they required a lien to be placed for the collateral. When they were unable to get that resolved they informed her that her loan would be changed to a personal loan at a higher rate. She then contacted us and brought the title in, which we then perfected the lien with the *** at no cost to the customer. This just took place last week. Please let us know if there is anything additional that requires our attention and we will be happy to assist.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18134237
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/29/2022

  I disagree with the response that I received from Audi, I have been dealing with issues with my car ever since the purchase of my 2022 Q3 . From my motor is going out in my mirror. To my MMI system sent the emergency signals. The interior and exterior lights staying on after I have exited the car for quite some time. Having to bring it back to the service department . Mostly the entire year of having the vehicle. Then the title person who does the titles having an excuse saying I have my own financing yes through my bank but they have done bank finance titles before where they know what the checks look like. And are supposed to know how to fill out the title correctly, which they made a mistake on my title. Which was kind of odd, not wanted to take responsibility for any of the inconvenience they have caused me the time out of my day. I am a full-time caregiver of my father which is a disabled veteran that suffered a stroke in 2016 . 

  Business Response

  Date: 09/29/2022

  The only other issues that we are aware of would be her Audi Connect system that Audi is aware of. It has been refreshed and will work for several days before triggering a password error. We are currently working with Audi to find a long term solution. Her lien has been perfected with the **** She and her lender have been notified. Please let me know if there is anything additional that we are unaware of and thank you for the opportunity to assist.

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18134237
  
  I am rejecting this response because: the MMI is not the only issue that the car has had a problem with. The logon will work for a few hours, and then I will be locked back out of it. This has been a continuance for the last few months. Also, I have brought aware to other issues that the car has been having with a malfunctioning of the *** the interior and exterior light staying on for a long period of time when I am not in the vehicle and the vehicle is turned off. There are a lot of bugs thats going on with the car which when is brought in they cant find anything, but as soon as I leave, Im still having the same issues that I brought the car in with. . nothing has been resolved with finding out what is going on with the car.. yes the bank has been notified and they just updated me what changing my APR back to ****% and and not the *****% that it was for the month of September. But I was still responsible for paying a higher than normal car note due to the era of Audi of Charlotte.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/21/2022

  Audi is aware and working on a remedy for the connection issue. Please contact our Service Manager  to set an appointment for another look at your connection issue.