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:01/24/2025

  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 October i purchased a vehicle and sold a vehicle to this dealership. I had been gifted a down payment and then paid the rest with a check issued by my bank. That check resulted in an overpayment of the vehicle. When picking up my check for the car i sold i was told a second check for the overpayment of the car purchased would be issued. Over a month went by i then called and spoke with the finance manager ****** who said the difference would be issued in a check to me around the first week of December. A month went by i called about the check and was told a check was not issued but a credit for the difference was sent to a credit card to someone not on my bill of sale and that the dealership will not correcting the issue. This is creating a hardship as i was told originally twice the difference of my purchase was issued in a check to me. This dealership is participating in deceptive business practices as they have been giving false information from the beginning with the refund, now resulting in me not receiving my money back but still being charged for it on a loan.

  Business Response

  Date: 02/07/2025

  Thank you for bringing this concern to our attention. The management team has contacted the customer to arrange their refund as requested. 

  Thank you. 

• Initial Complaint

  Date:08/14/2024

  Type:Order 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.

  My wife and I were pre approved for a loan by our credit union. We had the sales person apply to additional lenders to find a better rate. He was unable to find a better rate so we told him that we would be using our lender. This was a Friday evening and the credit union was closed, but I did speak to my loan officer and he told me to ask if they do backup contracts. They said they do, and he sent us on to the finance manager for signing. I asked her what the process was for the backup contract and she told me they dont do that, and said that in order to use my lender I would have to sign with their lender and wait until the loan was funded and then refinance, or we would not be leaving with the vehicle. At this point we were already emotionally tied to the vehicle and she took advantage of that. We agreed and moved on with the contract. A few days later the dealer reaches out and says there was a clerical error on the contract and we would have to come back to re-sign, and this would be an opportunity to use my lender. They sent my wife a document (one and the same affidavit) to sign and send back. They provide the purchase agreement to my lender, my lender has me sign the loan, and I go pick up the check and deliver to the dealer and sign the new contract. I get there and am told the documents arent ready and it would be a few more days. I give them the check and go my way. A few days later they call and tell me that their lender funded the loan and they would be mailing my check back to me, and to refinance with my lender. At this point I have two loans funded under my name and have two payment due dates approaching. I called to express my concern and question the reason for my wife signing the affidavit. Im told that there is nothing that they can do about it, and the affidavit was not sent to the lender, only to their business office. Now I am the one stuck with the responsibility of fixing this situation.

  Customer Answer

  Date: 08/17/2024

  I have attempted multiple times to get in touch with ***** Eveline, and management but have not received any response. I finally got a hold of the finance director (******), and after him questioning my reasoning for not wanting to go with their lender, I was eventually able to convince him to cancel the contract with their lender and re-sign the purchase agreement for my lender. I have not received any confirmation of the canceled contract, and still have two payment due approaching.
  
  I reach out to **** to see about coming down for the tank of gas he previously promised, and this was his response:
  
   You reported us and sent reviews to almost everyone you possibly could. The only person Ive ever had in almost 9 years do so. That offer is no longer on the table. I will send you your EDRS to register the vehicle and that will be the end of communications.
  

  Business Response

  Date: 09/09/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22090303
  
  I am rejecting this response because: I am awaiting the businesss investigation results.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/13/2024

  The customer returned to the dealership on August 10, 2024, to resign their paperwork using their preferred lender. 

  Thank you. 

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22090303
  
  I am rejecting this response because: 
  

  As of September 28, 2024 the dealership has not canceled the contract with ** Credit. I received a notification of a past due balance with VW Credit. I contacted the same person that ******* from the dealership emailed for instructions on how to unwind the loan. The representatives name from VW Credit is ****** ********-*******, a dealer support analyst. ****** informed me that Audi Las Vegas has not completed the process to unwind the loan. She has attempted to contact Audi Las Vegas multiple times with no luck or response back. I also have attempted to contact ****** ******** from Audi Las Vegas, and he is not returning my calls. Audi Las Vegas has very bad business practices.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/16/2024

  The customer's agreement was unwound, processed on October 7, 2024, and closed on October 10, 2024. **** Financial advised that the incident will be removed from their credit history as well. 

  Thank you. 

  Customer Answer

  Date: 10/24/2024

   
  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. I have confirmed with the lender that the account is in fact closed with no outstanding balance.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/14/2024

  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.

  So I recently had a very disappointing experience with Audi Las Vegas regarding my vehicle's service and repair. I brought my car in for an oil change and to address a check engine light. Heres a summary of the issues I faced:1. **Initial Diagnosis and Repair Cost:** - The dealership diagnosed a leaking water pump thermostat assembly and quoted $2,000. After negotiation, the price was reduced to $1,200. This reduction seemed arbitrary, raising concerns about pricing transparency.2. **Reoccurrence of Check Engine Light:** - One day after picking up my vehicle, the check engine light reappeared, indicating the initial repair did not address the underlying issue.3. **Second Diagnosis - Turbo Under-Boost Issue:** - Upon returning, I was informed of a turbo under-boost issue with a repair estimate of $5,256.45. This sudden diagnosis raised questions about the accuracy and thoroughness of the initial repair.4. **Lack of Service Documentation:** - There was a lack of comprehensive service documentation. Proper documentation is crucial for understanding repairs. The absence of detailed records makes it difficult to trust the diagnosis and recommended repairs.5. **Ethical Concerns:** - The sudden identification of a major issue right after a supposedly thorough repair feels like a bait-and-switch tactic, raising ethical concerns.6. **Lack of Communication:** - The most frustrating aspect has been the dealership's lack of communication. After expressing my concerns, they stopped replying to my messages and haven't responded in 6 business days. This is unacceptable and unprofessional.Overall, my experience with Audi Las Vegas has been extremely disappointing. The service quality, transparency, and communication have all been lacking. I hope this review serves as a cautionary tale for other potential customers and encourages the dealership to improve their service standards and customer relations.

  Business Response

  Date: 09/09/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:07/24/2023

  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.

  On May 13, 2023, Audi Las Vegas, ** serviced my 2012 Q5. When I arrived, I requested to have the Plenum Panel cleaned out as it has a lot of old leaves and debris. I was promised by my Service Advisor, *****, that this would be done. Later that day, when I received the video of reccomended additional services and feedback (the video was clearly taken AFTER the service, as they stated "we will wash your car and have it right out). First, ironically had a "fluid leak" in the valley, in which I am positive I did not have prior to my visit, as I regulary examine the entire engine area, as part of taking good care of my vehicles. This is how I knew the leaves and debris existed. I was very surprised. In addition, there was no mention of the Plenum Panel area. When my Service Advisor provided me with the service documents, again, no mention of the Plenum Panel cleaning. I addressed this with ***** and he agreed, and said I will be right back. He took off and was gone for quite awhile. When he returned, he stated " I had them review the entire service with me". I stated very clearly, you are sure that this area is clean (mutliple times as this is the main reason I schedule the service). He assured me that it had been cleaned, and said if you want to take a look...We walked out to my vehice and he slightly pulled the cover of the driver's side cover and said look, and immediately followed upwith "if you want them to clean it more, they can". I had already lost my trust due to the bahavior and actions. Why would he ask if I wanted it cleaned further if it was already cleaned. I could not see anything due to the bright Las Vegas sun and I told him this. I looked him in the eyes and said I am putting my trust in you that this was cleaned. The Plenum **** area was not cleaned and is still full of leaves and debris (leaves that did not happen where I live because there are no trees like this in my area (*******, **) at all. Then I took my vehicle to *********************** to have the "fluid leak" inspected again, which added additonal cost. I also asked them to verify the Plenum Panel area was cleaned (in which they did not do) They did confirm the leak and stated that the *** valve needed replacing. While I do agree that there was now fluid in the valley, this happened during the service and again, was shown in the video feedback AFTER the service. I then took my vehicle to a local shop and had to pay a large addditonal amount to have the *** valve replaced. This is cometely unacceptable and a rip-off. I want a refund of my cost with Audi Las Vegas, **, as they are dishonest and did not provide the promised service.

  Business Response

  Date: 07/31/2023

  Thank you for bringing this concern to our attention. As part of the 95k mile service, the *************** is a general service to remove large debris regarding the air box but is not a detail, which was performed for the customer. Also, it is standard practice to inspect and document any defects that are discovered.

  Thank you. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20364534
  
  I am rejecting this response because there was a large pile of leaves and debris inside the plenum panel. They did not complete the work. As I stated, I could not see this area when I received my vehicle back and the Advisor knew this. Again, he also stated "I can have them do more if you'd like". To me and most, this means he knew the work was not completed. In addition, the after-service video said nothing about completing this or lubing the sun/moon roof guides - yes, I forgot about this piece. While is seems clear that the company cares about the money rather than their customers, it is extremely disappointing to pay over $1,100 for this experience. I will never visit an Audi dealership for any reason again. They not only lost their service revenue, but also any furture purchase revenue. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/03/2023

  We apologize that the customer experience was less than satisfactory. 

  Unfortunately, we will not be able to provide a refund at this time due to the service being performed and completed.

  Thank you. 

• Initial Complaint

  Date:05/01/2023

  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.

  Hello, i have a issue regards to this establishment called *********************************, back in Between February and March, I had my car 2011 Audi A4 quatrro send thru Audi Las Vegas, ********************************** Vegas, ** ***** for repair with a Auto warranty I bought. The car was diagnose for leaky coolant and timing chain replace. The ** Automotive warranty was saying the only covered for the warranty was only the timing chain but not the coolant leak, the adjuster from the warranty said the thermostat was the one leaking not the pump.so its not covered. and also the warranty adjuster person was instructed the Audi Tech Support to make sure to order the parts the phone number was provided by the ** Auto .and it happened to be Auto Zone Parts. The Audi tech support advising me if I want to replace the thermostat on my own expense which cost $2,000, I refuse to get it repaired, I told the Audi Tech Support I'll send somewhere else where is cheaper but i end up repairing it my self. and to find out the water pump was leaking not the thermostat by removing the pump assembly and kept the old pump for evidence.

  Business Response

  Date: 05/04/2023

  On repair order ******, Audi Las Vegas recommended replacing the coolant pump and thermostat together as one unit. These items were submitted to the customer's extended warranty company ** Automotive but were both denied for not being listed for coverage. These items are not covered by the customer's warranty as a standalone repair for the thermostat or water. As a dealer, there is nothing we could have done to change the denial due to the contract signed by the customer with ** Automotive. 

• Initial Complaint

  Date:03/07/2023

  Type:Order 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 bought my car from this Audi of Las Vegas approximately on 12-19-22, however was only able to register my car in ** middle of February 2023. To start off, my car showed up with a dent in the hood most likely from the transportation company, but that was least of my worries. I had been in contact with dealership representative multiple times questioning status of my title and if I could drive my car with DMV Nevada Special drive away permit which they assured me. Approximately, one month later I still had not received my title and was pulled over by local VA ****** who issued me a ticket for not having my car registered and stated the ****** Special drive away permit was only valid for transportation of car. I finally received an email from a title representative who stated the car title was lost and they had to apply for a duplicate. While i was awaiting a copy of title for an additional two weeks I still could not register the car in VA. I had to rent a car for two weeks so i could work. Lastly, they filled out the wrong amount to VA DMV, so I had to pay the amount of approximately $ ******* which was $823.67 in excess which they had charged my initially. So that being said I should be refunded a check for my rental of $796.60 and the surplus of $ $823.67 for a total of $1620.27.

  Business Response

  Date: 03/13/2023

  Responding to both concerns:

  1) Collection of DMV fees and taxes and registrations.  Audi Las Vegas doesn't provide exact DMV amounts for any DMV fees.  If an estimate is provided it is noted as such for estimate purposes only. 

  2) ** provides ******** dealers out of state driving permits for clients who purchase in the ***********.  This is the only option NV dealers can provide.  We are not familiar with others states recognition of ** processes.   It is the responsibility for out of state clients to communicate with their DMV and department of taxation.   As states, counties and cities have unique laws and regulations. 

• Initial Complaint

  Date:08/26/2022

  Type:Delivery 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 2017 Volkswagen Passat SE. Ven # ***************** In Oct of 2021. I was at the Audi dealership, the car was sitting on the lot of the Volkswagen dealership. The lots are right next door to each other. The Audi salesman walked me over to the Volkswagen lot and showed me the car. I ended up buying the car through him. I used my bank (************ Credit Union) to pay the car off in cash. The finance guy told me they would send the title to the car to ************ right away. A few days went by, I called ************ and they had not received the title from Audi. I called Audi again and they told me they will send it. They did not. It's almost a year later, the car is completely paid off, I no longer live in Nevada, and I do not have the title. I called my Bank (************) to get the title from them since it is now paid off, and they said they never got the title from Audi. I called Audi, after being put on hold I spoke to a salesman. He said some one would get back to me. That was a week ago from today. I am extremely dissatisfied.

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/05) */ I spoke to Mr. *****. He and I will work towards a solution ASAP. Consumer Response /* (2000, 7, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Manager of Audi Las Vegas called me right away and said he will work on it and get this solved he said if I have any problem contact him directly. He gave me his email address.

• Initial Complaint

  Date:07/01/2022

  Type:Billing 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 was brought in for an oil top off. The oil plug was not replaced causing oil to leak out and the engine to shake vigorously causing the engine light to come on. When brought back they replaced the plug, topped off the oil, cleared the codes in the system and erased the check engine light. The check engine light came back on immediately. We returned to get the engine diagnosed only to be told that the vehicle had oil and antifreeze leaks that were preexisting including damaged motor mounts and bad seals on the cam cradle. These problems did not exist when we initially brought the vehicle in. The vehicle did not shake and ran perfectly fine. They now expect me to pay over $3,000.00 in repairs for what could have very possibly been prematurely caused by their mistake.

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 5, 2022/07/11) */ We have been in communication with Mr. *********. We have agreed to make all repairs related to the oil cap being left off, including consequential damages to the motor mounts. However several repairs being requested by Mr. ********* are not related to the oil cap will not be repair at no charge. These issue have been photographed and documented at the time of return shortly after the oil top off. They are long term oil and anti-freeze build ups and dirt accumulations. These repairs are in the same location as some of the repairs needed. As a courtesy and we offered to repair them without any labor cost since we would be in the same location but the parts would be the responsibility of Mr. *********. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) On July 12th, Audi dealership called to let me know the vehicle was repaired and ready to be picked up. When I picked up the vehicle, I took it immediately down the street to do a smog check. Not only did it not pass but I noticed on their invoice that not all repairs had been made. They kept the vehicle stating they would look into the repairs pending and make sure the vehicle would pass smog before releasing it to me. It is now July 18th and I still have not heard from the dealership. Business Response /* (4000, 9, 2022/07/26) */ We have completed the additional repair requests, the vehicle has passed smog and waiting for the client to pick up the vehicle. Consumer Response /* (4200, 11, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) On July 26th I received a call from Audi stating my vehicle was ready to be picked up. It seemed to be running ok. On July 28th the vehicle began jerking, the check engine light and the EPC light came on. The vehicle lost all power. I was able to pull over to a safe place just before it turned off. the vehicle would not restart so I had to have it towed back to Audi. After the service department inspected it they stated one of the four fuel injectors went out and they would only replace that one. After departing Audi they called to advise me that they would go ahead and replace all four fuel injectors. On August 3rd I received a call stating the vehicle is ready. Business Response /* (4000, 13, 2022/08/11) */ We have completed all of the additional repair requests and completed the smog We are requesting this complaint be closed. Thank you