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:10/16/2024

  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.

  On 9/25/2024 I took my vehicle, 2021 **** Q7 for a Service regarding the recall to Open Road Manhattan, LLC dba Audi Manhattan located at ***********************************. The car had ****** miles when I dropped off the car at the dealership. When the vehicle was returned to me next day on 9/26/2024, the dealership performed Multi-Point (24-point check) Inspection and issues the summary report in which the car passed all 24 points checks, including tire tread depth with the results in attached document. 8 days later, I took my car back to the same dealership (Audi Manhattan) due to the air leak in the rear right tire. Since the previous visit 8 days earlier, the car had 148 extra miles for the total of ******. During this time, Audi Manhattan performed the same 24-points check and found that 2 checks failed, with only 22 passed the inspection. The dealership noted repairs / services listed in attached document, for the total of $3648.56.****t Dealership refused to fix the leak and return the car without performing the fix. Soon after, I went to a local mechanic, who fixed the tire leak and informed me that all 4 tires do not need to be changed yet. Further, the mechanic found no issues with either front or rear wiper blades Why is it that within 8 days and 148 miles, ****t Manhattan issued such a contrasting 24 points check inspection? One thing is for sure, the dealership lied, either during the first 24 points inspection on 9/26/2024 or during the second inspection 8 days later on 10/4/2024. Further, the expertise from the local mechanic who advised that the tires do not need to be changed, suggest that it is probably that **** of Manhattan lied during the second 24-point check inspection. I would like to know, when is somebody going to hold these independently owned dealerships accountable for their deceptive, unfair practice which one could also argue is fraudulent?

  Business Response

  Date: 10/18/2024

  I have a video that the tech took but your system won't accept it. Is it possible to send it to you via email?

  Customer Answer

  Date: 10/18/2024

  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:

  Not sure what to make out of it.  Here is the response from the business: 

  "I have a video that the tech took but your system won't accept it. Is it possible to send it to you via email?"

  The issue is simple, there are two invoices, each 8 days apart.  Issues listed could not possibly occur in just 8 days but over longer period of time.  These were not listed during the first visit to Audit of Manhattan at the end of September 2024 and only were listed during the visit for October 2024.  Why?    Because the multi point inspection was not conducted during that time and was only listed on the paper therefore that is the problem.  Does business have two videos showing that the issue was not present in at the end of September 2024 and only occurred during the October 2024 visit?  Then it would require two visits.  Further, Audit did not fix the tire and local mechanic did without hesitation and further stated that all tires are still good and do not need to be changed.  

   

   

   

   

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

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

  Business Response

  Date: 10/22/2024

  I apologize for the first response. There was an explanation but the BBB site wouldn't accept the format of the video. The message you received was supposed to be directed to the BBB. I hope this explanation helps.
  Notes from the Director of *************

  The vehicle has been here 4 times in the last 7 months, and this is what was documented.
  
  3/11 (****** miles)  ***** completed an MPI and VMPI and said all tires were at 6/32nds which is exactly in the middle between new and bald.
  
  6/12 (****** miles) ***** completed another MPI and VMPI recording the tires at 6/32nds
  
  9/25 (****** miles) ****** performed a recall and completed an MPI  recording the tires at 6/32nds
  
  10/4 (****** miles) Client came in with a tire light. Right rear tire had puncture in it and looked to have been repaired elsewhere. It is not recommended by the manufacturer to repair run flat tires, they should be replaced. Rear tires were still at 6/32nds. Fronts were measured at 5/32nds which is less than a millimeter. In the video, **** states that the right rear needs replacement and he should consider changing all 4 since it is getting close to a recommended replacement level and we are already going to have to change one. MPI states Front two tires are within cautionary replacement, rear two tires are nearing caution recommendation, due to the fact passenger side rear tire has a second puncture (with a previous repair performed on said tire) tire must be replaced. Since all four are nearing replacement, it is recommended to mount and balance four new tires. Client declined replacement of the punctured tire, because he felt it could be repaired. Since he declined that, he was obviously going to decline the recommendation of replacing all 4 tires. When he was here a week earlier, his tire light was not on so there was no need to recommend anything since they were still in spec. Since now there was a definite need to replace 1 tire and the tires were nearing a suggested replacement zone, we presented that as such. He declined it and moved on. As a customer, I would prefer being presented with that option and let me make the choice. ***** explained this to a woman who was the person who brought the car there.
  
  On another note,  the woman that drops off and the client gets involved secondary. There sometimes is a communication issue when one person brings a vehicle and another gets involved. Maybe that happened here. The rear tires were always reported as 6/32 and the fronts the same until this month when the tech recorded them at 5/32.
  Please remember that as an **** certified dealer, we recommend what the manufacturer specs are. A recommendation is made and up to the customer to decide.

  There was no deception. The dealership has been very accommodating in the past with repairs and loaner car assistance. 

  Sincerely,

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

  Customer Answer

  Date: 10/25/2024

  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 don't think the Audi Manhattan understand what the issue is.  It is not about the tire replacement, or replacement of any other parts, the issue is that during the first visit in September Inspection that Audit claims was performed simply was not correct.  That's why, in 8 days later, they did the correct multi point inspection and only then pointed all softs of issues including tires, wipers etc.  Do you guys get it?  You claimed that you performed the multipoint inspection when it was not accurate and only the multipoint inspection performed 8 days later was accurate.  (Granted, mechanic hired disagreed with the assessment of the Audit Manhattan and suggested that tires can still be used).  Audi Manhattan, do you now understand what the issue is?   Once again, Audi Manhattan lied about performing the inspection when the inspection was not performed.  Otherwise it would have not passed the inspection if the assessment 8 days later is correct.  

   

   

   

   

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

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

• Initial Complaint

  Date:08/02/2024

  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.

  shipping blocks were left in 3 of 4 suspension coils of my new S3. I took my car to a closer Audi dealership and had to pay for removal. They told me that I should be reimbursed by Open Road Audi of Manhattan because it was their error and they failed to do a thorough pre-delivery inspection. Open Road Audi of Manhattan is refusing to reimburse me because theyre upset about my survey response about poor service. This is unacceptable, they are liable for the charges due to their negligence.

  Business Response

  Date: 08/06/2024

  *************************, vice president of Audi Manhattan, has been speaking with ********************. I've copied the thread. *** has been polite and willing to resolve this from the start. A check is processed to refund her for the removal of the blocks. I hope you recognize that we took responsibility for the error and have resolved the issue. DMV is expected to arrive by ***** end.

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

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30 2023, we bought our Audi Q7 out of lease for $36,967.25. On March 27 2024, we received our title.The 9 month delay in obtaining the title caused us to lose our reservation for a new Rivian R1S which we were unable to purchase without part exchanging the title-less Q7.On April 22, ****** offered us $25,530 for the part exchange of the Q7, see attachment. (This is contingent on Rivian agreeing that the Q7 is in "excellent" condition at trade in).********************* in providing the title crystalized depreciation of at least $11,437.25 ($36,967.25 - $25,530).On March 13 2024, a Manager reviewed all of the underlying email correspondence and wrote to us I will review with my team and use this as a coaching moment to get better. On 23 April 2024, we are still out of pocket for the depreciation forced upon us due to Audi's delays in processing the title. Furthermore, we had limited use of the title-less Q7 as we got tickets whenever we parked in the street. Tickets for which we had to chase Audi for reimbursement.

  Business Response

  Date: 04/24/2024

  Your lease was purchased from Audi of America and Audi Manhattan facilitated the process. *************** Services, Audi of America's financial institution, is who was responsible for the delay of the title. Audi Manhattan had no control of that. The dealership understood your issue and tried to help. The dealership assisted you in paying for the tickets. Unfortunately, the loss you took regarding the order of your Rivian is an issue you need to take up with Audi of America.

  Sincerely,

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

  Customer Answer

  Date: 04/25/2024

  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:

  Audi Manhattan is simply passing the buck for this matter to Audi of America.  

  The response is inadequate for the following reasons.

  1. Audi Manhattan is not acknowledging their failings in the procurement of the title.  

  1.1 California DMV sent the new title by ***** in July 2023 and it appears to have been lost.  Why was the person handling this matter at Audi Manhattan not on top of this matter and checking on the status of the title?

  1.2 In September 2023 we chased the person at Audi Manhattan handling the matter for the title.  Why were they not been chasing this matter up themselves?  If they had, they would have discovered the failed ***** delivery and set about remedying the situation.

  1.3 Despite the fact we flagged the fact we did not have the title in September 2023, the person handling the matter at Audi did not follow up with AFS until December 2023.  Why?

  1.4 Points 1.1-1.3 (above) all led to a duplicate title not being received by us until March 2024.  How is Audi of America responsible for this?

  2. The referral to 'Audi of America' is inadequate. 

  I have not been provided with any details (address, email, telephone numbers of specific individuals familiar with the matter, etc) with which to help undertake the advised course of action.  In point of fact, a search of "Audi of America" in the BBB search engine yields no result.

  
  
  
  
  
   
  

  Customer Answer

  Date: 05/03/2024

  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:

  no responsibility has been taken by Audi Manhattan for failing to check on the status of the title that was sent by ***** to them and lost in July 2023.  This is a matter that fell outside of communications that I as the customer had control over.  It was something purely within their control to monitor and follow up on.

  When I followed up and established under my own investigation that the Title had been lost, I chased Audi Manhattan in September 2023 and they did not follow up with DMV until December 2023.  No explanation has been provided for this subsequent failing.   

  These failings led to the delay in delivery of the title until March 27 2024.

  This delay led to the depreciation and inability to trade in outlined in my original complaint.

  Sincerely,

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

  Business Response

  Date: 05/20/2024

  I'm sorry that I don't have an answer to satisfy you. The dealership sells hundreds of vehicles a month and we process the motor vehicle for each one. We have a protocol in which we follow. Unfortunately there are delays that sometimes occur. The dealership has been in communication along the way but has no control of the procedures and protocol  of AFS. I have no additional explanation to provide.

  Sincerely,

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

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased a car in October 2023. Audi Manhattan lied about holding title. It is now February 2024 and the car I purchased has no title and was fraudulently registered by the dealership. They refuse to fairly refund the purchase, instead demand I sign a confidentiality agreement to hide their repeated fraud activity. They regularly sell cars without titles (see reviews)

  Business Response

  Date: 02/27/2024

  A full refund was issued and a general release was signed. Please see the attached.

  Sincerely,

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

• Initial Complaint

  Date:01/09/2023

  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 purchased , through a lease buy-out a 2019 Audi Q5 from Audi Manhattan. Throughout the sales process I gave them information as to my primary location and where I would need all documents sent after the sale of the vehicle. They assured me title would be sent to the appropriate address. They charged title, document fees of $890. After not receiving the appropriate title and documents after several months they told me they would look into getting these to me. I gave them 3 weeks to remedy the situation and get the appropriate documents to me. Now they have just stopped responding.

  Business Response

  Date: 01/09/2023

  I apologize for the frustration. The paperwork was submitted to DMV with the correct ***** address but unfortunately, DMV did not follow our instructions but instead sent it to the other address. We searched NYDMV today to see if we could trace it but saw an issuance date of January 9, 2023. This was not initiated by us.

  Sincerely,

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

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was replacing the license plates, I noticed that one of the screws holding the license plates was cross-threaded into the nut of the license plate holder. The nut while spinning, broke the license plate holder.When I called in to ask them to replace the license plate holder, they started passing me around to different voicemails. I think they know about their lousy work ethic and hope that it's not caught before the lease is over.Their tech cross-threaded the nut which ended up breaking my license plate holder, and now they won't return my calls.

  Business Response

  Date: 08/25/2022

  We've looked deeply into this concern and find ourselves confused. We are happy to replace the frame if it's damaged. Please stop into the dealership and ask for *** or ***** and we'll kindly correct it.

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

  Customer Answer

  Date: 09/01/2022

  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:

  The business did not acknowledge the issue in time so I had to pay out-of-pocket to get the license plate frame replaced at another Audi dealership. I cannot drive without a license plate.

  When I spoke to the salesperson, he told me that I would have to pay over $300 to get it replaced. ************************************* replaced it for about $170 or so. If Audi Manhattan wants to make it right, they can reimburse me for the cost. I am happy to provide a copy of the invoice.

   

   

   

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

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

  Business Response

  Date: 09/19/2022

  We were very surprised to hear about this. There is no record of anyone being contacted. I brought it to the attention of The ** who oversees the dealership and he reached out to *****************. Upon receiving a receipt and proof of payment we will reimburse him as a gesture of good will. 

  Sincerely,

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

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  On July 12, 2022, we put down a deposit of $1000 on a new vehicle and were assured it was refundable if we did not make the purchase. We did not make the purchase and not only has the dealership refused to return the deposit, we got the runaround every single time we called. Each time we spoke to someone we were told that they had to look into it and that someone would get back to us that day. After speaking to at least three different people over several days and receiving no calls back it was clear they had no intention of returning our money.This was all done over the phone given the distance between us and the dealer.

  Business Response

  Date: 08/03/2022

  After checking our data base with this customers information nothing comes up. Can you provide a receipt showing that Audi Manhattan is the business that has the deposit? 

  Sincerely,

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

  Customer Answer

  Date: 08/03/2022

  Please find attached a screen print of our bank statement showing the payment to Audi Manhattan and an email acknowledging it.  

  Business Response

  Date: 08/11/2022

  Thank you.

  The dealership called yesterday and also emailed the customer. In order to refund the money we need the credit card information to process it.

  I'm sorry for the confusion but unless we knew the customers name and able to locate it in the data base we could not help.

  The refund will be processed right away.

  Sincerely,

  ***** *********

  Customer Answer

  Date: 08/30/2022

  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,
  
  ***********************