ComplaintsforAudi Wilsonville

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed over 1000 dollars for oil change then was recommended immediate service work totaling over 8500 dollars for bogus suspension work

  Business response

  05/21/2024

  To whom it may concern, the client was billed for a 95,000-mile major service. Not a routine oil change. The client turned down any other recommendations.

  The charges for the major service appear to be correct. 

  Thank you

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I took my car into Audi Willsonville for a knocking sound and 4 wheel alignment. They corrected the rear sway bar to correct the knocking sound and preformed the 4 wheel alignment. When doing the alignment they could not get the car into correct specifications. So they completed the alignment anyway. They then proposed new front control arms even though they were just replaced, granted by an independent shop. The bushing were not worn ( they are brand new , less than 3 months old). They stated that the control arms may not have been installed correctly which they checked and stated they were in the correct positions. Then they wanted to loosen and retorque them which is fine but wanted to charge me another 500 dollars for an alignment equaling a $1000 dollars in total for a 4 wheel alignment, doubling the cost from $500.00 to $1000.00. I call this price gauging!!! Thank

  Business response

  05/21/2024

  To whom it may concern, this matter has been settled with the client.

   

  Thank you

   

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the car(Q8 Audi etron 2024) from Audi Wilsonville in end of Nov, 2023 with an agreement of free charging with Electrify America x 2 years. The app never connects with electrify America charger and I have to wait on hold x 1 hour or so every 2-3 days to get electric charging done. Reported multiple times to Audi connect and in the end I was directed to Audi customer service. There was a recall on home charger, which meant if I charge the car at home, I am risking fire hazard. I was directed back to the dealership. The sales person stopped responding to my messages where I am explaining her my issues. Had to talk to service manager ***** who assured he will call me back to schedule after talking to Audi. After no call back, I called back in a week and was informed there is nothing they can do. Talked to ******, sales manager who assured that he will talk to area manager and will let me know. In the meanwhile car started having another issue with black screen even when the car was on. A big safety issue as I got stranded x 30min with kids as the screen wouldn't turn on. With no call back again, I called back after 1 week and was connected to service advisor, *******************************(not sure exact last name). I was asked to drop the car off for diagnostics and charger replacement. Dropped the car on April 13 and got a loaner car. On April 22nd, I was informed that they noticed the connectivity issues and are working with audi to get it resolved. Called back on April 27 to get an update and there is still no fix as yet and no timeline to when it will get fixed. When asked about the buyback option, i was told that they will talk to area manager but again no one has the courtesy to call back. I feel so ripped off with both money and my time. It's been such a frustrating experience dealing with the dealership and Audi and I am still hanging in limbo with no answers.

  Business response

  05/08/2024

  To whom it may concern, documentation has been forwarded to the manufacturer. The customer will be notified of the manufacturer's decision.

   

  Thank you.

  Customer response

  05/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They are still working on my buyback request and has advised that it will take at least 2 months for them to review. The case is still pending.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car is about ***** miles out of warranty. It is an Audi Q5. Luxury car. The rear differential has gone bad. This can only occur over a long period of time. Meaning it was going bad during the warranty period. We had the car in this past May. A $1500.00 service. They didnt spot anything. Either they didnt check this or the computer was defective. Because the differential was bad weve had many problems with the tires. No help there. I called Audi of *******, and they said the would look into it. No call from them for over a week. This doesnt seem just to me

  Business response

  08/31/2023

  We gave all the information to Audi Warranty. The vehicle is out of warranty by the manufacture.  

  We can offer a discount of the repairs to help offset the cost of the repair.  Let me know if you would like to proceed with this.

  Thank you

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2012 Audi A4 was towed into Audi of Willsonville with an engine failure. After diagnosis I was informed that the repair would cost $8000. The service manager said that a new engine was probably a better option. I was transferred to the parts department and a quote was emailed to both myself and the service manager. Sure enough for $6900 a new engine could be purchased and installed for a total of $8500.Mind you this car has a warranty. I am told that I have to pay $3600 out of my pocket because the warranty only covers repairs not replacement. I pay the bill and pick up my car 8 days later. I am informed to bring it back in **** miles so they can change the oil and make sure it is breaking in correctly. I drive home and park in my garage. The next morning there is oil all over my garage floor. I call Audi and they tell me that they cant get it in for two weeks. Tell me just to keep adding oil so it doesnt run out. Two weeks comes and I drop the car off and when the service guy calls me he said it leaking in a place they didnt work on. I tell him it is a brand new engine. He informs me that it definitely is not new and its going to cost to fix it. I contact the manager and he tells me that if I am not happy - take it to **************.

  Business response

  10/24/2022

  The confusion was the new engine is not $8000. Is was $8000 more. The warranty contract that he provided would not approve replacement of the engine due to the repair did not warrant this.  All this was communicated via email.

  We preformed the work to the vehicle and was repaired.

  This repair Ro was 07/19/2022 mileage of 105,602

  ******* brought the vehicle back to us on 09/26/2022 mileage of 109,657

  Stating the engine was leaking. We told him we would diagnose the issue. Our technician noted the leak was coming from aftermarket drain plug but would have to further diagnose the issue. Also noted the oil leak was not from the area of the work previous performed.

   

  ******* called in and I spoke with him. We offered to diagnose the leak free of charge.  ******* has since brought the vehicle in for the diagnose and our findings are the leak is coming from oil filter ****** and drain plug. This is unrelated to the previous repair.

  We are able to try and see if the warranty he provide will cover the repair. But they will not cover a new engine.

   

   

      *************************
      General Manager

      D. ************

   

  Audi Wilsonville

  Customer response

  12/07/2022

   
  Complaint: 18149804
  
  I am rejecting this response because: This company owns Audi of Wilsonville (AW). AW made a mistake and did not replace my engine car as verbally discussed and agreed. The new service writer made a decision by himself to try to fix an engine issue instead of replacing the engine. That is not the problem... everyone makes mistakes. the problem i found out much later.... when i got the call that the car was complete and ready for pickup up i was informed to bring $3600 cash (mind you that this car is under warranty) i was told that the warranty does not cover labor. news to me. nonetheless, my car was not leaving the dealership without the labor bill getting paid. moving forward... my car was smoking (exhaust) pretty badly on the way home. The next morning i have oil surrounding the car in my ********* call ****** and he tells me that he cant fit me in for three weeks. (i drive 600 miles/week) tells me just to keep oil in it and it will be ok. i get it to the dealership and speak with **** and ask him if this normally happens on new engines.... this is when it gets interesting... he tells me that this is not a new engine... they fixed the old one (tried) instead. so now... they wanted $2200 more to fix the oil leak... the *** ****, is a pretty smart guy.. he knew they messed up internally and offered to buy me out of the car and get me in a new one. we tried, but financing was a challenge. when i asked if i could just get the labor money back to get a used engine installed or take it to the other audi dealer... i was told no... mind you the owner was involved and told me personally that they would "take care of me" so now i am here without a working car, less $3600, and am having to go this route to get their attention.. and the story will hit the 5 o'clock news next week.
  
  Sincerely,
  
  ***************************

  Business response

  12/07/2022

  *** warranty approved the work required for the repair All customer work was performed with approval from the customer. We offered a free diagnosis of the concern that came after the first repair. The car was driven nearly **** miles from original repair. AUL denied covering the repair. Audi Wilsonville offered to trade the vehicle in with the intentions to help the customer out of the situation they we in. Also offered a discount on the required repair. Nothing more was promised or implied.

  Customer response

  12/07/2022

   
  Complaint: 18149804
  
  I am rejecting this response because: The warranty policy included labor, but if you look at the service order submitted, their tech forgot to add it in.  Also, they held my car until I paid $3600 for labor expenses that were quoted by other O'brien dealerships for $940-$1670. I should not have had to pay for labor when the incorrect job was done.
  
  Sincerely,
  
  ***************************

  Customer response

  12/15/2022

  Pictures in library. 

  Business response

  12/15/2022

  All work was performed and fixed the issues and concerns. The vehicle was repaired. After the guest drove the car nearly ***** more miles a separate issue arose. We offered and performed a free diagnose. And a discount to repair the current issue.

  If ***** wants to take advantage of this, we stand behind our offer.

   

   

  Customer response

  01/03/2023

   
  Complaint: 18149804
  
  I am rejecting this response because:the answer provided is in accurate. They could not get my car immediately back in because my car was leaking the very next morning after they worked on it. I woke up with puddles of oil in my ********* called them. They said it would be a few weeks to get me back in. I have to drive my car for work. I put adequate miles on my car by the time they could get around to it. Yes I got **** miles, but it leaked the day after they had service. They also had me pay cash for the labor which is inconsistent with an on the policy, and they failed to refund my labor, even though they forgot to bill my warranty company for it.

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

  Business response

  01/12/2023

  We worked very hard to resolve this issue, and understand we are unable to come to a mutual agreement.

  If we can help in the future, our offer still remains available.

   

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

  General Manager

  Audi Wilsonville

  Customer response

  01/19/2023

   
  Complaint: 18149804
  
  I am rejecting this response because: my car was at their facility and I had asked the warranty company to send a representative to investigate their work, billing, parts used. And labor audit.

  my car was there four days and now its missing. 
  

  requesting dated video footage from security cameras 

   

  was told they were not available 
  
  Sincerely,
  
  ***************************

  Business response

  02/07/2023

  No record of the car being here.  We have an afterhours drop off and no paperwork ever filled out.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/2, I took my 2016 Q5 for ****** mile service, auto detail, a cargo mat and a new wheel lock. I was quoted $320 for the auto detail. On 8/15/22, I picked up my car. I paid $1681.93 in full; this included $329.95 for the auto detail. (I paid more than what was originally qouted.) Upon getting in my car, I realized it had not been detailed. The inside and outside was not done. I asked *************************** to come look at my car and requested a full refund for the auto detail. He said he could see the car was not detailed and offered to refund me or have it done. I was still not feeling well from having COVID and asked to receive a check. He said he would talk to his manager and get a check sent. I called the manager 5 days later as I had not heard from ******************. On 8/29, the general manager, *************************, called me at 11:38am and apologized for the car not being detailed, agreed to send me a check and then offered to have my car detailed for free the next time I brought my car in. He even asked for my home address so he could mail the check. Last Thursday on 9/9, I sent an email to ****************** stating I had not received a check yet for $329.95. I received no response. On 9/11, I went to the dealership and asked for a check. The sales manager, *****************, told me he'd have a check dropped off at my home the following day. I provided him my address.On 9/12, no check came and no one contacted me from the dealership. I am just asking for my $329.95 back for a service that was NOT completed. ******************** explicitly stated he would reimburse me. I have never in my life had a business treat me this way. Nor have I had a business tell me they would reimburse me, ask for my address and then not follow through on their word. I am still dumbfounded by the lack of professionalism and integrity of this dealership. To date, I have not been reimbursed my $329.95.I am only asking for the money owed to me for a service that was not provided and for which they agreed to reimburse me.

  Business response

  09/13/2022

  A check was mailed out last week. Since then we stopped payment and reissued a check. 

  I tried to reach out to ****** via phone and left a VM. We reissued a check for $329.95. and also notated ******'s account for a free detail for any inconvience. 

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

  General Manager

  Audi Wilsonville

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/7/2022 I ********************* and my Wife Dormi went to Audi of Wilsonville because we were contact by our sales Woman that they had a car in stock that we had been searching for. We were told to come to the dealership by 4:00pm for our appointment to look and see if we would like to purchase the vehicle. We arrived at stated and agreed upon time. We examined the vehicle and test drove it and stated we would like to proceed with the purchase. Half way through the process we were told we wouldn't be taking the car home that night secondary to it hadn't been detailed yet and there was a rock chip in the windshield and a nail in the tire that needed to be addressed. Picked up the car the next day and were told to bring back that Friday to repair the rock chip. My wife drove the car back to the dealership for said repair and it was clearly still very visible and looked like a flawed attempt to repair the chip that was in the line of sight for the driver. My wife addressed this with them and stated the chip is still very visible and wasn't happy with the repair they promised us upon the sale. When she arrived home I inspected the windshield and it was absolutely unacceptable. Immediately I contacted the dealership and asked to speak with the sales Manager were he proceeded to belittle me and laughed at me three times and basically stated we made them all stay too late at work the day of the sale and continued to treat me in a very demeaning manner. I basically stated I was done dealing with him and I wanted to speak to someone higher up the chain of command. I then received a phone call from the ** and he continued this absolutely unacceptable conversation and belittled me, raised his voice at me almost to the point of yelling several times, called me a name, and wasn't willing to fix the issue appropriately. I then stated if the problem wasn't fixed as it should and was agreed upon I would be turning them into the BBB. As of 6/14/2022 no follow up or repair.

  Business response

  06/14/2022

  The car was purchased prior to detail and full recon. The guest noted the windshield and we offered to get it repaired. The sublet repair wasn't to satisfaction. 

  We offered to repair the windshield again. We tried to apologize and make the situation right. We offered to reimburse them if they would like to have the repair done by someone of their choosing. 

  Not sure why or where the conversation lead to this place. We only want to help get the windshield repaired to their liking. 

  Our offer to reimburse is still available. I hope we can rectify this relationship. I am available anytime.

   

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

  General Manager

  Customer response

  06/14/2022

   
  Complaint: 17424161
  
  I am rejecting this response because: Obviously the conversation I had with you did not register. It obviously shows in the way you mocked me on the phone because your so mature. I love how now that the BBB is involved secondary to you guy's and your treatment of myself on the phone. I specifically told you my request was we were not going out of our way anymore and be treated the way you gentlemen treated me on the phone! I would also like to make it clear our saleswoman Ingred did absolutely nothing wrong matter of fact I feel bad for the way you treat her as well. Back to my request, I stated you guys were to send Safelite to us or come pick up the vehicle and have Safelite fix it the right way. You asked when would work for me and I told you I didn't want to trouble you anymore because your sales Manager stated it was our fault that we kept you guys late when we showed up on time to our appointment and still didn't take the care home that night. Since our phone conversation I haven't heard one thing from you! So, I had to use the appropriate channels because no contacted was made with my Wife and I will not have a phone conversation with you anymore and be treated the way I was! make the appointment and get in touch with my wife. You have her contact information.  
  
  Sincerely,
  
  Dylan Kiger 

  Business response

  06/16/2022

  thank you for the prompt response. At this point I don't see anything else we can offer to fix the situation. We offered to reimburse the windshield repair quote that was texted to ****** of $160 est. 

   

  Customer response

  06/21/2022

   
  Complaint: 17424161
  
  I am rejecting this response because: I have scheduled an appointment with ***************************** on July 13th an appointment that was supposed to be arranged by the dealership. The actual cost of repair is $167.98 and I want to be reimbursed for the fuel mileage from our address *****************************. in ***********, ** to Safelite in ****** at todays stated price of premium unleaded fuel secondary to that is what the specs of the car demand. Thanks in advance.      
  
  Sincerely,
  
  *********************

  Business response

  06/24/2022

  TO WHOM IT MY CONCERN;

   

  We will mail a check of $200.00 to cover the cost of fuel and repair to the address on file.

   

  Thank you for your business. and patience. 

   

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

  General Manager 

  Customer response

  06/28/2022

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩