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:03/18/2025

  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 car has been at the dealership since the end of August 2024. I recently picked up my vehicle on March 15 2025. After I brought the car home I noticed that I have 800 more miles on my car from when I brought it to the dealership. I also have 3 congestion pricing charges from *************** when the car was supposedly not able to move. The dealer keeps stating they didn't move the vehicle but clearly the extra 800 miles and ezpass charges prove otherwise.

  Business Response

  Date: 03/25/2025

  The dealership's loaner inventory manager and the consumer discussed this matter and, during the course of that conversation, the loaner inventory manager delivered the incorrect mileage to the consumer which gave the consumer the impression that the vehicle had been driven 800 miles since being delivered to the dealership in August 2024.  Further, the dealership checked its security footage from the dates in question during March 2025 and the footage shows that the consumer's vehicle was on the dealership's premises (not in *********).  We cannot speak to the reasoning behind why tolls were issued against the consumer's EZPass during the dates in question, but the dealership can certify and prove that the vehicle was on the dealership's lot, not being driven around ********* or elsewhere. 

  Regarding the discrepancy in mileage, the loaner inventory manager mistakenly provided the mileage on the vehicle during the consumer's prior service visit to Audi Lynbrook in May 2024 when the vehicle had ****** miles on it and mistakenly stated that this was the current mileage on the vehicle.  However, the accurate mileage on the vehicle was 57, 112 (a difference of approximately 800 miles).  Please see the enclosed repair orders to substantiate the fact that the loaner inventory manager was mistaken in conveying the incorrect mileage to the customer. 

  Should the consumer require assistance with disputing the EZPass tolls, the dealership will provide whatever assistance is reasonably required to do so.  

• Initial Complaint

  Date:03/04/2025

  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 new 2024 **** from Lynbrook ****. After 8 months the battery went dead and needs to be replaced. The **** battery has a warranty of 8 years or ****** miles. However because of the vehicle mileage they refuse to warranty it because it was not properly, car was not driven enough.

  Business Response

  Date: 03/06/2025

  Unfortunately the need for customer's battery replacement is due to the fact that the car was not used enough during the time the customer has had the car.  The vehicle has been driven approximately ***** miles in the 9 months that the customer has had the vehicle. The manufacturer establishes the terms and conditions of the warranties covering the parts of the consumer's vehicle and, unfortunately, this battery replacement qualifies as a "maintenance" item, which is not covered by the vehicle manufacturer's warranty.  

• Initial Complaint

  Date:01/28/2025

  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 went in to Audi Lynbrook service for diagnosis and on 1/8/2025 received a repair estimate for exhaust system components that were replaced 20 months ago for a second time in 4 years by Audi Lynbrook. Upon detailed review there have been biannual 200 mile shutdown programming warnings due to failure of the exhaust system for the past three years so it is apparent that Audi Lynbrook service is the failure and they are gouging me with consistent system ransomeware programming that results in thousands of dollars of repair costs each time. Furthermore, in my audit of Audi Lynbrook service records it was uncovered that I was unjustly charged for an ****** mile service covered by a valid Audi Lynbrook extended service contract at the time. By my account they owe me money but they are now refusing to return my vehicle saying I owe them a diagnosis fee. I want my money and my vehicle returned with the ransomeware removed. Why should **** get to determine with proprietary software if my vehicle will start or not and force me to have **** service it, that is a ludicrous violation of personal freedoms.

  Business Response

  Date: 01/31/2025

  The dealership denies any and all allegations of wrongdoing, including but not limited to allegations of installing ransomware in the customer's vehicle.  The dealership understands and appreciates the consumer's frustration and the consumer is willing to refund the cost of the diagnostic fee which the consumer feels he should not have been charged.  The dealership is willing to refund the consumer in the amount of $524.04. The customer's vehicle is also ready to be retrieved. 

• Initial Complaint

  Date:01/13/2025

  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 December 20, 2024, I took my car to Lynbrook **** for an oil change and requested them to look at the AC/Heating because of an odor I had reported especially with the *** I also asked for them to check the breaks. I was informed that they would be doing a diagnostic of the car. I was called and told that I needed something changed in the cabin and it needed to be cleaned because that is where the odor was coming from regarding the AC/heater. I told them I wanted the work done. I was also told that my car had a oil leak and that my car was still under warranty but it would expire in January. I was told that we would make an appointment to have the oil leak fix; however, upon leaving that did not happen so I called back on my drive home and was told that I would receive a call back that evening after she had spoken to her tech person. She never called back. I contacted **** Manhattan and was told that I could bring the car in on Friday, December 27, 2024. Upon arrival and showing him the paperwork the repair could be done because they had to run a diagnostic giving full details of the issue. They ran the test and found the oil leak plus an additional issues costing a total of $8,000. Included in this was missing pieces from my splash guard which was never missing before and was not replaced by Lynbrook ****. I contacted Lynbrook **** again inquiring about my missing parts and was told that they would look into it and call me back. To date no has called me back. I sent an email to the company about the complaint and todya they indicated that they were closing the case; however, no one contacted me, they did not return my missing pieces that they took, and there was no explanation as to why the same diagnostic was done and there were two results 1. just stating an oil leak and the 2nd repairs costing $8,000.

  Business Response

  Date: 01/13/2025

  In response to the customer's concern stated to the dealership on December 20, 2024, the dealership changed the customer's oil and inspected the customer's foul smell coming from her A/C.  The inspection into the foul smell revealed that her vehicle's cowl needed to be cleaned and we also recommended that the customer change her cabin filter. The recommended services were approved and we also recommended, based on our multipoint inspection of the vehicle, that the customer return for further inspection regarding an oil leak in the vehicle.  The dealership removed the customer's oil pan during diagnosis in order to inspect the oil leak during her initial visit, but the repair to address the oil leak was not performed.  The dealership was closed for Christmas Eve and Christmas Day so we recommended she return after the holiday.  Following the Christmas holiday and without further notice to the dealership, the customer called stating that her vehicle was at ************** and there was a part missing from her vehicle (the baffle).  While the consumer alleges that Audi Lynbrook is responsible for the missing baffle, the dealership did not need to remove (or otherwise touch) the baffle during its diagnosis of the vehicle. Therefore, the consumer's allegation is unsubstantiated.  

  The customer elevated its concerns to **** of America (the dealership's franchisor) and *** inspected the matter and elected to close the matter as they felt it was without merit.  Also, to address another statement in the consumer's complaint, her extended warranty expired on May 27, 2024 (not January as she claims her message). 

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Lynbrook **** never indicated that I had to return for further inspection/diagnostics.  They (Jewel) indicated that she had to speak with her tech to schedule for the repairs that was covered under warranty which she indicated expires this month.  She never called back; in fact I called her after leaving the dealership and again she indicated she would get back to me and never did.  Also, they did not replace parts that belonged on my car that they took off during my visit there.  I called and left a message for the service manager in which they indicated stepped away from his desk and never returned my call.  I spoke to ***** (12/27/24) who indicated she would look into it and call me back; again I have not received a call back.  I want Lynbrook **** to return my pieces and if they discarded them then they need to replace them for the $147.  All this going back and forth my warranty which everyone keeps changing when it expires is running going to/is and I will not have my car service; which means I paid for coverage and received no benefits.

   

  ***** ******

  
  
  
  
   
  

• Initial Complaint

  Date:08/27/2024

  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 2022 **** Q8 with less than ****** miles died due to mechanical issues at 10pm at night. i called **** roadside assistance and was told a tow truck would be to me within 90 minutes (which is quite ridiculous on itself). i waited 5 hours til 3am when i was promised every 30 min from **** they were on their way. i finally after waiting on the side of the road for 5 hours called my own tow to bring to my house. **** then finally came the next morning to tow it to the dealer . They not only damaged my front wheels when they dragged the car out of my driveway they are impossible to get any answers out of. i have been waiting for two months now to be reinbursed for my tow expenses since **** NEVER SHOWED UP and to have my damage repaired. if its not done within 72 hours i will never consider another **** the service when needed is terrible.

  Business Response

  Date: 08/28/2024

  The dealership understands the consumer's frustration with ******************.  ****************** is the party responsible for intake of customer complaints and, in this instance, was in charge of dispatching a tow truck to assist the consumer.  Audi Lynbrook is unaffiliated with ****************** and, further, ********************** would not be the party to receive any correspondence with ****************** regarding a customer needing roadside assistance.  We hope the consumer understands that Audi Lynbrook had no part in the delay in a tow truck failing to come to the aid of the consumer. 

  In order to reach ******************, the consumer should call **************.  It may also help to have the name of the towing company as the delay may have also been due, in part, to the towing company responding very slowly to the alert which they should have received from ******************. 

• Initial Complaint

  Date:08/08/2024

  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.

  My complaint against Audi Lynbrook involves deceptive business practices during the leasing process and inadequate customer service. After being assured of a specific monthly payment, I signed a contract and made a downpayment. However, three days later, they reneged on the agreed terms and refused to refund the downpayment, engaging in bait-and-switch tactics. Additionally, my car's air conditioning failed within three months, and despite the extreme heat conditions, the dealership initially refused to inspect it. When they finally agreed, they declined to provide a loaner car. Although the service manager initially claimed the repair would be covered under warranty, they later charged me for the repairs, citing external influence. This behavior highlights unethical practices, poor customer service, and a blatant disregard for customer well-being.

  Business Response

  Date: 08/14/2024

  The consumer filed a complaint with the Attorney General against Audi Lynbrook last week.  The dealership denies any and all wrongdoing in its dealings with the consumer.  In sum, the consumer unreasonably accepted various after-sale products to be included for free.  The dealership did not re-neg on the terms of any prior agreed upon deal as the consumer alleges.  All allegations are addressed further in the attached response which was forwarded to the Attorney General last week. 

• Initial Complaint

  Date:05/31/2024

  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.

  Took my vehicle in for service on 12/5/23, it started overheating immediately after and was towed on 12/14, informed it was an oil ************** issues. Picked up 2/8 and paid ********, warranty ** paid 800. . Had to be towed on 2/12 same problem. To date despite numerous phone calls and trips to the dealership. I can't get any answers on when I can get my fully repaired vehicle. I have spoken to ****** the manager to no avail. Will not return my calls. Each phone call is dismissive of me, with someone will call you back shortly.

  Business Response

  Date: 06/17/2024

  The dealership has been lobbying with Audi of America to have the consumer's motor replacement covered as a goodwill repair.  Further, the dealership is also lobbying for Audi of America to provide additional financial assistance to the consumer.  We appreciate the consumer's patience as we continue to lobby Audi of America on the consumer's behalf.  In the meantime, the consumer may continue to drive the service loaner vehicle provided to her by the dealership.  The dealership is pressing Audi of America for a final determination and we will report back once we have Audi of America's response.

  One clarification the dealership would like to make:  the dealership attempted to contact the consumer regularly over the course of several months, however, it was discovered that the consumer had blocked the dealership's phone number such that each attempted phone call would be forwarded directly to the consumer's voicemailbox.  The dealership wanted to make this clarification to establish that a failure to communicate was not due to the lack of follow-up by the dealership.  

• Initial Complaint

  Date:11/22/2023

  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.

  I have purchased 2015 Cadillac ATS on November 16, ********************************************************************************************************************************** order to get the auto loan approved (not sure if what they say is true or not). I have traded in my car to purchase a new car at a different dealer on August 5, 2023. I have contacted Audi Lynbrook November 1 and November 6, 2023 using ****** Maps chat about cancelling GAP insurance which an agent replied that someone from the dealer will get back to me, but never did. I called their main number ************ and ************ November 6 on separate occasions, but they were not helpful. I was finally able to speak with the sales manager on the call at the last attempt who tried to connect me with the finance manager (***** or ****** or someone with that name) who helped me during the car purchase at the last time, but she told him that she was busy and will call back later. But I was never called back from her. At this point, I am sure that this is just a delay technique from the dealer because 1. They get less compensation if I cancel the policy, or 2. They don't want to help me with cancellation since they are not making new money from me. I need a contact from them confirming the cancellation and a date when I can pick up my check at the dealer. I have driven about ***** miles since the purchase to trading in. My old address is ***********************************************************.

  Business Response

  Date: 11/22/2023

  Upon receiving the consumer's complaint, we analyzed the consumer's deal jacket and found that the consumer did not purchase a GAP contract.  We apologize for the poor communication between the dealership and the consumer.  However, in light of the foregoing, it is necessary to submit any requests for cancellation because the consumer did not purchase GAP coverage.

• Initial Complaint

  Date:10/16/2023

  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.

  PLEASE REVIEW THE ATTACHED LETTER REGARDING BREACH OF OFFERED CONTRACT AND THE DEALER ACTER IN BAD FAITH.Audi Lynbrook unethically switched lease terms on me resulting in a deal that would cost me over $6,000 more.

  Business Response

  Date: 10/25/2023

  As per ********************' request,we will be cancelling his Tire and Wheel contract.  ********************' refund will be issued to his lender and the amount of said refund will be deducted from the principal balance left on his vehicle loan.  We will provide proof of cancellation once the same is provided by the contract provider in response to our cancellation request.  
  

  With respect to the increase to the purchase option by more than $6,000, we request that ******************** explains his calculations.  After reviewing the paperwork submitted with ********************' complaint, we disagree that the buyout option is now $6,000 more than what was shown on the first of the 2 contracts attached to ********************' complaint. 

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In response to the message from Audi, the message is not clear whether they are going to apply the credit towards the beginning of payments or at the end of the lease. I would accept a resolution if the credit is applied at the beginning of the lease payments. I prepaid for this item cash and it's not fair that I have to wait 42 months to get any money back.

  Regarding the buyout option at the end of the lease, I would like to inform you as follows, the lease order that I originally agreed to it was $700.00 for 42 months with $5,700 deposit. At closing the deposit, I paid was $10,337.95 which included the 2 additional options. I agreed to prepay the 2 options so that the original lease offer that I had accepted wouldn't change. The buyout that was offered to me and I agreed to was $30,996.20. At signing of the lease, the buyout was changed to $31,500.10. I find this unacceptable and unfair since I had prepaid all the extra options. 

  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I had accepted the offer from Audi Lynbrook but have not received any refund, confirmation my tire and wheel protection has been canceled, or proof that the credit from that plan will be applied to my lease.

  
  Thank you,
  
  ****************************
  

  
  

   
  
  
  
  
  
   
  

  Business Response

  Date: 12/02/2023

  ******************** - I will contact the General Manager and get a response for you asap.  My apologies for the delay. 

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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.

  Service at Audi Lynbrook has been a nightmare. Its hard to call and get through to a live person.Ive been calling there main number for service during the month of July just to make a service appointment no one picks up the phone. During the last call I made to attempt to get an appointment I chose the ext for parts and the guy in parts always picks up and was able to get me to a live person in service.Todays incident 8/12 was a little different Ive been trying to purchase **** care And again I was unsuccessful on several attempts to get in touch with service via phone. I decided to call a sales employee named ******* 8/7 that works at Audi Lynbrook (he showed me an Q7 about two years ago) to try to get me connected with someone in service to help me ******* called back right away to help he was amazing and directed me to a service manager But unfortunately the service manager ******* was suppose to help me never called back. Again poor customer service!!Today I went in person to Audi Lynbrook and asked to speak to someone.. I spoke to an employee who wasnt able to help me therefore I asked to speak to a supervisor (FYI SERVICE IS CLOSED)So I was brought to a Gen **** *********************** I explained the story he automatically said he couldnt help (but ******* tried?) and to speak to service on Monday (I dont deal with that)he stated shes probably busy so she couldnt call you in a rude manner yet Im a customer asking for service after I had advised him of the difficulties Ive had calling Lynbrook **** At this point my car needs service that Ive been trying to get since July This is the closest **** to me otherwise I would never deal with them again.A supervisor should never tell you they cant help no matter the **** a simple email to the right person would have been professional and a guaranteed callback from this establishment Im a correction officer that cannot be on the phone all day to get an oil change and inspection/service very unprofessional!

  Business Response

  Date: 08/14/2023

  We apologize for the lack of communication on behalf of the dealership. After receiving this message, an employee in the dealership's service department reached out to the consumer and left a voicemail offering to assist the consumer in obtaining **********

  Customer Answer

  Date: 08/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** **********