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:07/11/2024

  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.

  I purchased a *** M5 two months ago from Audi Henderson. The car was disclosed as having full car Paint Protection Film and being in excellent condition. Just before purchasing the car I called the salesperson about a private party inspection and he talked me out of it, saying - Audi Henderson only sells great condition cars since they sell Audi and Lamborghini. I can trust their inspection process And, If anything isnt right we will make it right. The car was delivered and had no film and had been badly wrecked - the car is not straight. I notified them immediately. They asked me to get estimates to repair. My estimates ranged from $15,031-$16,166 to have the car brought back to the described condition in sales. These estimates did not include additional damage - bent wheel, tire with a slash in the sidewall, and broken steering column cover all likely a result of the collision. After consistently following up they have offered me $1700 for repairs or to buy the car back for $9k less than purchased. When I let them know that was not an acceptable offer they said they would get back with me. They didnt. I have followed up several times to get call me back. They have ignored my requests. The used car manager, ****, admitted they made an untrue claim on the paint protection film. He then said they would do nothing about the non-disclosed accident, despite evidence of the dealer uncovering this in their used car inspection process.I was sold a car that was claimed to be in excellent condition with full car paint protection film and received a car with no film with substantial damage. I have extensive documentation from the dealer - videos sent through their website, video texts, text messages, emails, and phone log. The documentation shows their claims, descriptions, errors, and omissions. Audi Henderson has admitted this, acknowledging it in writing, but has made no effort to make it right, committing outright fraud as a result.

  Business Response

  Date: 07/27/2024

  A review by management finds merit to each side of this argument. Therefore, a settlement between each party has been made in order to conclude the matter amicably, with apologies for any misunderstandings. 

• Initial Complaint

  Date:06/21/2024

  Type:Product 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.

  In the latter half of 2023 we purchased a 2018 BWM Alpina from Audi Henderson. VIN *****************. (The person from whom we purchased the car no longer works there.) An extended warranty was purchased through a company called Extra Project *************). The car was subsequently sold this past spring and a Customer Agreement Cancellation Request Form for a pro-rated warranty refund was submitted to Extra Protect on April 10, 2024. Extra Protect confirmed - twice - that they received this form and authorized a refund on April 24, 2024. They paid Audi Henderson $5,825.14 which, legally, needs to now be refunded to us. As of today, we have received no refund. I have left 6 messages with the ****************** and have never heard back. I have spoken to 2 women (I assume admin assistants; one named ****) who told me they would relay my message to Finance. I have never hear back. I have been transferred to extensions whose mailboxes are full. This is stonewalling. We are legally entitled to that refund. Please help!

  Business Response

  Date: 08/05/2024

  Please see attachments

• Initial Complaint

  Date:05/30/2024

  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.

  They sold me a lemon. The engine stopped working in 2 weeks

  Business Response

  Date: 05/30/2024

  Hello, 

  On March 21st, 2024 Damar ***** purchased 2021 ******** GLE43 VIN#*****************.  He gave us $6000 down payment and financed the balance.  He purchased the vehicle "As-Is" and signed off that he was responsible for the vehicle.  He was offered an Extended Warranty and declined.  Please see copy of purchase order showing the agreement of purchase showing $6000 down payment collected as well as the "As-Is" document and declination of extended warranty.  Mr. ***** called us weeks after purchase advising his vehicle wasn't working.  We had the vehicle towed in and offered Mr. ***** a loaner vehicle as a courtesy while we assessed the situation.  We discovered the engine had a hole blown through it.  We are not sure how this could happen.  We called to discuss with Mr. ***** and discovered he took our loaner vehicle to ******* and then to *******, ** for over a month.  The customer agreed originally that he was not to take our loaner vehicle out of state.  We tried to call him several times with no response during that time.  He put over 5000 miles on the vehicle in that time.  

  In regard to the ******** that was purchased, we sold the vehicle as-is and did not imply any kind of dealer warranty on the vehicle.  He signed off the car was sold as-is and declined purchasing an extended service contract. 

  We did a full reconditioning of the vehicle before it was offered for sale.  We did a maintenance service on the vehicle and repaired/replaced everything else that was needed. 

  Thank you 

• Initial Complaint

  Date:11/09/2023

  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.

  October 30th I contacted the dealership regarding a concern with my front brakes. The lady I spoke with informed me that Service Advisor was out but she would leave a message. I received a return on October 31st. I stated the brakes on my car are grinding. I took it to ******* and was informed that I need front rotors. This is alarming since I paid for brake pads, disc, and rotor 11/2022. I was immediately told it couldn't be a grinding sound and its not the rotors, but bring the car in and he will take a look. I brought my car in on November 1st at 9:45am (my appointment was 10am). We took a walk around the car and I was told the brakes all look good normal wear but we will need to do a test drive. I informed Advisor that there's a clamp under the hood that was not put back in the correct spot and it needs to be corrected. I drove the car and he heard the grinding. I was told he would have someone in the back take a look and he will give me a call. I received a video of my car around 1pm stating its the caliper. I NEVER received a phone call but did get a text at 5:43pm with a estimate for almost $2000.00. I sent a text back stating I was coming to pick up my car and the response was we are closed now. I arrived in the morning and was told I had a bill for $237.00. I was NEVER told prior that I would have to pay for the diagnostic, however, I paid so that I could collect my car.

  Business Response

  Date: 11/17/2023

  The diagnosis fee of $237.50 for the examination of this vehicle is clearly posted on the Repair Order that is reviewed and signed by the customer prior to work being performed. While we understand the disappointment of the brake issue, it is important to recognize that uneven brake wear was caused by a failing brake caliper. ******** fee is the normal and ordinary charge for an examination of up to one hour and was properly applied. Once a diagnosis is completed, an estimate is prepared. If repairs are authorized, that aspect of the labor is generally applied to the job. However,the decline of repairs does not erase the labor charges accrued up to that point.
  
  The prior brake service was performed ****** miles prior,at which time a much needed brake fluid change was recommended and declined.This important service is recommended every 2 years throughout the entire life of the vehicle. Failure to perform regularly is very likely the cause of the caliper pistons binding to result in abnormal wear. We stand by the diagnosis and the interaction as handled.
  
  On the part of the consumer, a better approach to obtain consideration and assistance would be to discuss the matters of concern with the Service Director rather than demanding the immediate stop and collection of the vehicle, as this ends the conversation and engagement. Our apologies for not being able to prevent this dispute. The line of communication remains open if desired.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20846242
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/20/2023

  I will just leave a complaint on this site so that others are aware. I will no longer conduct business with this business. I was never told prior to services about the diagnostic and I will not be lied on. I will simply take my business elsewhere. I even called prior to sending this compliant and I NEVER received a call back.  Unprofessional 

  Business Response

  Date: 12/05/2023

  First, to the point of the matter: The diagnosis fee of $237.50 for the examination of this vehicle is clearly posted on the Repair Order that is reviewed and signed by the customer prior to work being performed. While we understand the disappointment of the brake issue, it is important to recognize that uneven brake wear was determined to be caused by a failing brake caliper. ******** fee is the normal and ordinary charge for an examination of up to one hour and was properly applied. Once a diagnosis is completed, an estimate is prepared. If repairs are authorized, that aspect of the labor is generally applied to the job. However, the decline of repairs does not erase the labor charges accrued up to that point.
  
  The prior brake service was performed ****** miles prior,at which time a much needed brake fluid change was recommended and declined.This important service is recommended every 2 years throughout the entire life of the vehicle. Failure to perform regularly is very likely the cause of the caliper pistons binding to result in abnormal wear. We stand by the diagnosis and the Service Advisor interaction as handled.
  
  On the part of the consumer, a better approach to obtain consideration and assistance would be to discuss the matters of concern with the Service Director rather than demanding the immediate stop and collection of the vehicle, as this ends the conversation and engagement. Our apologies for not being able to prevent this dispute. The line of communication remains open if desired.

• Initial Complaint

  Date:10/26/2023

  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.

  Purchased 2016 Range Rover Sport October 4th. Prior to purchasing I was advised all vehicles over 75k miles get a thorough inspection to ensure all items are serviced so that the vehicle is problem free and ready for the customer to purchase. When I arrived to pick up the vehicle the airbag light was on (clearly showing the vehicle was not serviced) I had to wait 3-4 days for this to be fixed and I was ensured everything was good to go and the car needed nothing and they even sent over their own inspection form which now looking back, can easily be made up and manipulated. The next day and not even 50 miles down the road the car broke down and shut off going 70 mph on my way back home to **********. Overheating lights and check engine limit came on. I immediately reached out to the dealer and no response. Vehicle had to be towed and awaited for a response and no response and the vehicle continued to break down. It wasnt until I emailed the general manger who did not respond but passed it along to his sales manager. Who called and said to bring it in and they would fix it. I bring it in, and then am told I would have to pay over $1,600.. this is a major mechanical failure they chose not to fix and then tell me the car was fully serviced and good to go. The service manager ***** was so unprofessional, he knew he was caught. Their extended warranties (which I bought on a vehicle at their shop a year prior) doesnt even take effect for 30 days after purchase and so it wouldnt have even mattered if I had one from them. He knew he lied and and so did the sales manager and sold me a car with major mechanical failure that failed 50 miles from picking it up from the dealership. They are lying about servicing the vehicles and passing major problems onto the customer after falsely claiming the vehicles are inspected and good to go. Photos show engine light and liquid all over the engine covered. They lied !

  Business Response

  Date: 11/17/2023

  Despite being in disagreement with the characterization of the event and the intentions of the staff involved, the matter was addressed and settled with a remedy that included withdrawal of the complaint.

  
  We do note that used vehicles are not exempt from developing post sale problems, thus the reason we strongly recommend a service contract commonly referred to as an extended warranty, however this was declined by the customer in writing.

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Complaint: I made a trade and outright purchase that resulted in my tax credit value being taken by Audi Henderson and me leaving with a car with different specs than advertised. I found their ad on CarGurus and that ad met the specs that I wanted. When I visited Audi, at no time were the specs of the vehicle confirmed by **** the saleswoman. I trusted CarGurus ad's details I purchased the vehicle which ended up not having advertised features: All Wheel Drive After the purchase, I contacted Audi about this and they said that they do not offer any kind of return policy.Trade in Value negotiation:Audi Henderson used a misleading tactic for the Trade in value negotiation. When we negotiated the trade-in value of my 4Runner, they included my tax credit benefit in the Trade-in value without notifying me. And the salespersonTina ******* never explained to me what the tax credit is and that she was including that value as part of my trade-in value, also that I would lose that tax credit benefit. Audi Henderson offered me $26,000 in trade-in value. I countered with $26,500 and **** said, "If we do that is this a deal?" I said yes and signed theirnegotiation paper. I was not told they were really giving me $24,453 trade-in valueAND taking my tax credit value to equal a total of $26,500. We had only discussed the number $26,500 trade-in value **** never spoke the words "Tax Credit". Had I known what the tax credit benefit was, I would have said no to the trade-in at that number. I feel that they took my tax credit benefit without telling me to make more money. Ifeel their trade value negotiation tactics take advantage of people who don't know about the tax credit benefit. And not verbally explaining it is very deceptive.Their responsewas, I signed the paper so they are not wrong. After complaining about this to Audi they showed me a very tiny disclaimer at the bottom of the paper, which was not mentioned to me before my complaint.A discrepancy between the Ad on CarGurus and the actual car specs sold to me:The CarGurus advertisement of Audi Henderson stated the Tesla was *** on the title of the search, I was only searching for *** vehicles. I found out the car was *** several days after the purchase in an email from CarFax on April23, 2023 which statedit is **** vehicle. do not have any screenshots of the CarGurus advertisement since Audi took their ad down after the sale. Audi will not provideme with a copy. Their response was my sale is final. No returns. I asked if they have an *** ***** and if I could return the*** vehicle and buy the *** vehicle. They said no and did not try tolook for an available Tesla *** in the company's inventory (Findlay car dealerships). Further, they said they will contact CarGurus. I have not heard anything more about the issue. I am stuck with a *** car that I did not want. They said Audi's website stated that the Tesla is ***. However, I found I found the Tesla on CarGurus. Audisubmitted the ad to CarGurus, so I feel they areresponsible for that content. I feel Audi is responsible for ad accuracy. Especially since this is a big purchase. I believe to be fair remedies are 1) Cancel the entire purchase, return the Tesla and get my 4-Runner and all taxes and fees back 2) If not then I would like my tax credit returned to me as a cash payment of $2074. I would like Audi to find a similar ***** with *** so I can exchange the *** *****. I will to pay a fair difference within a range of $5000, NOT including the value of my tax credit. Audi's follow-up:This issue had not been addressed in a timely manner by Audi Henderson. I first brought this to their attention on Monday (4/24/2023). I paid on Monday the 17th and took possession on Thursday (4/20/2023).Please see screenshots of conversations via text and email. They are saying that they are working on it, but their actions indicateotherwise. I feel like my issues are not taken seriously.

  Business Response

  Date: 05/22/2023

  Dealership Response to Better Business Bureau Complaint
  
  The Buyer of a used 2020 Tesla Model 3 makes an allegation that fails to consider the facts of the transaction. Audi Henderson (the Dealership) calls the following facts into consideration:
  
  Sales Tax Credit
  For this and all vehicle transactions by a ****** dealer, a carefully structured process is required. This dealership uses industry standard forms that are each legally compliant on state and federal levels. In particular, the Buyers Order carefully itemizes transactional details including trade-in value and the resulting sales tax credit in itemized form. This consumer approved document is clear and requires the buyers signature.
  
  Vehicle Equipment
  The vehicle purchased is a Tesla Model 3, a rear wheel drive (RWD) car. At no time did the Dealership advertise or supply information to others indicating otherwise. No document originating from or supplied by the dealership states all-wheel drive (AWD). The buyer claims that an independent online company, CarGurus.com, advertised the vehicle as AWD yet no evidence supports this claim. In addition, no supporting evidence is available to the dealership through that company. The dealer did not take down the advertisement the buyer claims to have seen and has no role in how such data may be managed by third party advertisers.
  
  Conclusion
  The role of the Dealership is that of a seller, who performed all aspects of the sale properly. The selection of a brand, model and equipment, is a subjective matter entirely within the buyers control and responsibility. The Buyer visited the dealership,viewed the vehicle, performed two test drives, announced their interest to purchase and proceeded to negotiate certain details of the transaction. From the Dealerships perspective, no evidence of being misled exists; not in the transaction documents nor the manner in which the buyer was handled by dealership staff. If the buyer was silently intent on a vehicle different than the one offered for sale, dealership sales staff would have no way to know and no reason to question the prospective buyers selection.