ComplaintsforClassic Audi

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 10, 2023, I returned my leased Audi S5 to the ******************** Audi dealership and entered into a new lease for a 2024 Audi A5. During the transition, I was advised by the dealership to cancel a pre-scheduled inspection for November 22, as they assured me they would handle the inspection and any necessary repairs.It is important to note that I had Tire and Rim coverage on my S5, which would have covered any tire damage. Additionally, I replaced three of the tires approximately three months prior to returning the vehicle (please see the attached documentation).Regrettably, I have been informed that I am liable for charges amounting to $2,700. I believe this is unjust, especially considering my recent $5,000 down payment for the new lease and my history as a loyal Audi customer, now on my fourth lease, with no prior issues.The dealership has directed me to ************** Services for resolution. I have already spoken with a representative, ******, who requested the turn-in documentation. There appears to be a discrepancy, as Audi Finance has the vehicle turn-in date recorded as January 5th. I am being bounced around and have been misled by the dealership

  Business response

  02/21/2024

  I spoke with ************ today.  We have attached the correction paperwork to amend the turn in date for his lease.

  The excess wear and tear charges are coming from ************** Services (AFS) as part of his lease contract.  These charges are not from Audi ********************.

  Unfortunately, AFS will only speak  directly to the customer.  We  have tried in the  past and today to help reduce some of these charges.

  We have advised ************ to contact AFS and then conference us in to assist.

  We will do everything possible  to mitigate some of these charges, but ultimately AFS has the final word.

  Please feel free to contact me if you have any questions.

   

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

  General Sales Manager

  Audi ********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car Sept 2 ! 202p ******** **** Glb 250. However, I received a title for my vehicle with two lienholders on it. There should only be one lienholder on it, which is DCU Federal, credit Union, which is whom gave me the check to purchase my car ! I have been waiting for a new title from this dealership since October they have been aware of this situation ever since! I have been unable to drive my car due to the fact of no title, and Im unable to receive my new plates from ************. I call them every day. *** even went down there and given them the old title and been waiting for a new title ! The old title had two lienholder on it the first one being collateral code, which one my credit union investigated it seems to be fraudulent and until this day, it still has the same two lienholders on it, which they are aware of I have spoken to management they have been giving me the runaround. Theyll let me know that theyre in meetings theyll forward my calls they wont even answer the phone Ive even filed a police report at this point. Im just truly fed up !. Ive been making payments on a car that I cannot drive!

  Business response

  01/27/2024

  I have attached copies of all paperwork from when we took  the vehice as a trade to sending in registration application to DMV.

  We paid off MB Credit which was the only lien on the title.  I have attached the  registration application we sent to NY DMV showing  only 1 lien.  NYS DMV erroneously added an arbitrary lien that  had nothing to do with this  customer/Vin#  past or present.

  We have notified NYS DMV and they are in the process of correcting the title.  The customer has a fully registered vehicle with ** Plates.  She is 100% legal to drive.  We are at the mercy of NYS DMV's timeline and have been in touch with the customer througout the process.

  I apologise it has taken so long, but all documentation we processed through DMV was correct.  Please feel free to contact me if you have any questions.

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

  General Manager

  Audi ********************

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd like to get a refund of $1,449. The final repair appraisal for my Audi Q7 was $23,509.27. However, the final bill came in $24,958.26. The difference of $1,449 was completely unexplained & unauthorized. I sought explains from the Service Director ***************************...but he (again) never followed up after promising to do so. Other than billing adjustment, I'd also like to demand a written apology from the dealership. They kept my car for two months - during which the bill skyrocketed from a $3K initial estimate to $25K - w/o my knowledge. During the whole process, they completely kept me in the dark regarding the progress or the repair estimate - despite my repeated attempt to contact them & request for updated information.They never picked up my call or reply to my voicemail/email. The only way to communicate with them was going to the shop in person as I was forced to numerous times. When I was in the dealership, they always apologized & promised to follow up but they never did. It was not a single bad actorbut same behavior through the ranks from ***** (the Service Director who still hasnt called me regarding the bill increase) to ******* (my point of contact who ironically has never contacted me even once). The lack of ****************************** is totally unacceptable for any car dealership - let alone a luxury car dealership. As such, I'd like a formal apology from the ************************ of what exactly went wrong about the communication/process.

  Business response

  11/28/2022

  The issue with the difference was the insurance company sent us the wrong check. The have stopped payment on the check and will reissue for the correct amount. As far as the other complaint, The client got into an accident on his own with the vehicle. He would not call his insurance company nor provide us with a claim number. He wanted it to all go through the 3rd parts insurance. After numerous calls to our dealership and the body shop, he approved all the work to be completed. After the initial adjuster did the estimate and found out they would only cover 10k of the repairs, he called his insurance company to put a claim for the difference. He did NOT allow us to process this repair in the way we recommended causing delays along the way. The entire monies paid for this repair was made by insurance companies. He did not come out of pocket at all with us on this repair. As of date we still have not been paid with the corrected check for this repair. 

  Customer response

  11/29/2022

  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:

  [Your Answer Here]

  This response is insincere & misleading.

  "The issue with the difference was the insurance company sent us the wrong check."  Wrong.  The dealership sent the wrong/inflated bill (see attached picture) - but is now trying to shift the blame to the insurance company???  Why would an insurance company pay more than what it was billed?

  "He would not call his insurance company nor provide us with a claim number. He wanted it to all go through the 3rd parts insurance." "He did NOT allow us to process this repair in the way we recommended causing delays along the way."  Complete distortion of facts.  The dealership NEVER gave me any recommendations about how to process the repair nor advised me to go through my own insurance instead of the 3rd party insurance.  There was complete no communication in the first month - despite my numerous calls/emails/voicemails.  I would have gone through my insurance (as I later did) had they told me so at the beginning...but NO ONE did.

  "After numerous calls to our dealership and the body shop, he approved all the work to be completed."  Completely false.  I'd never called the body shop before the repair started - all communications was done through the dealership.  No one from the dealership had even showed me the scope of work or the repair estimate before the repair started (& still hasn't)...so how could I "approved all the work to be completed" w/o knowing what the work actually was or how much it would cost???  I never gave any form of approval - & was only informed of the process after the fact.

  "After the initial adjuster did the estimate and found out they would only cover 10k of the repairs, he called his insurance company to put a claim for the difference."  This is the most outrageous part.  The bill increased from the original estimate of $3K to $25K...but they didn't realize the 3rd-party insurance wasn't nearly enough until the repair was almost finished (one month after I sent in the car)...& told me to pay the $15K difference.  Shouldn't verifying insurance company's policy/coverage be the very first step in the process?  Why did the dealership inform me of the coverage shortfall only AFTER the repair was almost done - but not before?  The dealership completely botched the basic due diligence...but transferred the consequent financial burden to the customer instead. 

  In fact, I didn't even want to get into these gory details of this awful experience in my original complaint.  The second part of my complaint was about the complete lack of professionalism throughout the process - which was totally unaddressed in the response.  Why did no one reply to email/voicemail or pick up the phone when a customer tried to find out what's going on - & why was going to the dealership in person the only way to communicate?  Why ALWAYS failed to follow up after promising so (e.g., the service director still hasn't followed up with me on the bill difference after promising me two weeks ago)?  Why was there so many miscommunications & irregularities in the process to the extent that the dealership put a customer's financials in jeopardy?  Why was there no self-reflection but only baseless finger-pointing even after knowing all these facts?

  I am deeply disappointed by the experience...but even more disappointed by the response.  I've no choice but to expose their bad behavior through other channels - so that other customer won't fall into the same pitfall.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/30/2022

  The Vehicle was completed and repaired by and authorized repair facility. We handle hundreds of clients of month without fail. I'm sorry *********** feels he was wronged in every aspect of this situation.  The Balance of over payment was taken back by the insurance company via stop payment on the insurance check and reissued for the proper amount. The work performed and repaired was done in complete compliance by Audi Standards and the insurance company covering the repair. 

  Customer response

  11/30/2022

  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:

  [Your Answer Here]

  I felt wronged in every aspect b/c these are facts that you can't refute.  Presented with all these facts, you still refused to take responsibility & apologize for your misconduct through the process - including overcharging the final bill and utter lack of professionalism.

  Serving other customers right isn't justification for doing my case wrong.  AND...I am definitely NOT alone.  Your numerous negative ****** reviews dispute your brag about "handling hundreds of clients a month without fail".   Many other customers have shared strikingly similar experience just over the past few weeks - including price gauging, no communication, poor/slow services, etc.  It's a pattern - not an exception.  You can keep deceiving yourself it's all your customers' fault - but you will pay the price when all customers walk away from you.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Note that Classic Audi's new address is ****************************************************************** ************** I dropped my car off on 7/5. I needed a replacement part, some body work to replace the replacement part and a new windshield. I was initially told it would take 1 -2 days. After some communication over that week, I was told it would take longer and they'd get me a loaner car that Friday. The loaner car wasn't given to me until 2 weeks later and myself and my insurance company has had little to no status updates on my car. It should have been a simple fix and they'd been giving me the runaround. Now, apparently, it was due to a parts delay, but that was never communicated to me. I just want my car back, them to take care of my lease payment this past month since I wasn't able to use my car and any service repair charges that my insurance company does not take care of.

  Business response

  08/01/2022

  Vehicle came in with front bumper damage and a windshield cracked. We ordered and replaced the windshield in the shop ( parts was delayed from manufacturer ) after windshield and calibrated was installed vehicle was sent to the body shop for repairs which were supposed to be customer pay. Client advised was going through insurance and the insurance adjuster is scheduled to see the vehicle tomorrow 8/2/22. Delays were related to parts delays, then clients insurance company.

  Customer response

  08/02/2022

  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:

  [Your Answer Here)

   

  None of this information was relayed to me.  The car is NOT with the body shop.  ********************* called and the body shop does not have the car and weren't even aware the car was being delivered there.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  08/14/2022

  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:

  [Your Answer Here]

   

   Thank you, but I still ask that you cover my lease payments because it's taken so long.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/15/2022

  Body work is out side our control as we use a third party body shop.  The vehicle also had to first get the windshield ordered and installed.  The vehicle could not be delivered to the body shop until this was completed.  Once at the body shop the customer switched from customer pay or cash to insurance.  This further delayed the start of work, because the insurance adjuster had to be called to come out to the body shop to view damage and estimate.  All of this is normal and out of the dealers control.  The shop is currently working on the vehicle.  Unfortunately we cannot reimburse lease payments due to an issue which arose from an accident.  

*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. ↩