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Complaint Details
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Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a brand new 2022 NX 350. Within a year, I kept hearing a noise it was making. It has been repaired 3 times. I even provided a video of the noise, because that's the only way they can seem to find it. The repairs are: 1) Replaced intermediate steering shaft & boot connecting through the firewall 2) Replaced the rack & pinion assy 3) Harness loom found to not be fully seated from previous repair and refit My concern is rhis car is not safe & I will be stuck with the repairs when the warranty falls off. I bought this car brand new. I have had to get off my job 6 times fooling with this car. I'm leaving my patients each time, but I have to have a reliable car. I have all my invoices and two videos if you need to hear the 1st noise and the last noise.Business response
05/20/2024
Customer opened a case with manufacture - Lexus. Lexus sent a field engineer in to diagnose vehicle and after being here two days, it was determined that the vehicle was operating as expected.Customer response
05/20/2024
I am rejecting this response because: They are making it seem like they did not find anything wrong with the car and they did. If they didn't, why did they make a repair and put in on my invoice as "FTS and DS found a harness loom not fully seated into a bracket, Refit the loom..." Why was it not fitted properly the first time? The invoiced stated it came from them "reviewing a previous steering rack replacement". That replacement they they reviewed was 02/22/24. So, am I going to have to keep bringing this car in for repairs every so often? I think not. What would have happened, if I was dumb enough to not have any recordings of the sounds this car has made? They have repaired this car 3 times. This car was brand new. I have been complaining about this car, as you can see on the invoice I have attached. Would they want to pay this much money for a car and have these repairs to have been done. If I was going to go through this one, I would have bought a new one. So, no I will not accept their answer to this complaint, because they are liars. They failed to mention that they actually did find something to repair from their own work.
Sincerely,
Montrice C*******Customer response
05/20/2024
Hi,
This is the video of the first AND sound that it was making. (Put the video on the last 10 secs and listen to it good when it gets to 8 seconds...right before I say "Now, I know you heard that".) They swear they couldn't hear it, until I came in with the recording. Then, when the mechanic rode with me "the top mechanic" told me he heard it and even told "Eric" that he heard it in Eric's office. The mechanic told me it was coming from both sides. I told him I only heard it on one side. He told me, "That is because you are driving and you can't hear it on the passenger side". So, at this point, I am riding with my phone on record to catch the sounds. I have let mechanics hear these recordings and they all tell me a brand new car should not have these issues. It does not matter if the warranty covers it. It matters that it is not suppose to be happening Lexus thinks I am just suppose to keep getting off my job ripping and running up there and it is supposed to be ok. It is not ok. This is not a used car. It was brand new off the showroom floor. I buy new cars, so I won't have any issues like this. I have had two brand new Toyotas and I never had these issues. I upgraded and this is what I am stuck with. I can not let this slide. I pray that you all can help me get out of this car and into another one, but if not, I have not choice but to seek legal measures. I'm so trying really hard not to do that. I promise you that I am, but I simply don't deserve this. I have to work & I do not want to keep going through this from what is supposed to be a "luxury " car. This is anything but luxury. Thank you for your assistance in this matter.
Business response
05/20/2024
Here is response from Lexus Field Technical Specialist...
Condition:
Lexus Factory Field Technical Specialist performing Lemon Law Inspection on Guest vehicle for Guest states “still hearing a scrubbing/ grinding noise when turning either left or right at low speeds, coming to a complete stop.”
Add Line:
Lexus Factory Field Technical Specialist performing Lemon Law Inspection on Guest vehicle Guest states “there is a loud rattle when driving since the previous repair.” Guest supplied video of concern.
Inspection Summary:
Lexus Factory Field Technical Specialist road tested with guest. Guest unable to demonstrate scrubbing/ grinding type sound. Guest states that this concern has been greatly improved since last repair. FTS and Dealerships Diagnostic Specialist road tested guest vehicle in parking lot and lower speeds scenarios for 10 miles and were unable to verify any abnormal noise. No repair. No faults found.
Lexus Factory Field Technical Specialist road tested with guest. Guest unable to demonstrate loud rattle type sound when driving at any speed. Guest supplied video of rattle concern. FTS and Dealership’s Diagnostic Specialist road tested guest vehcile for an additional 20 miles on rough, course, and highway conditions, and unable to hear any abnormal rattle type sound. FTS and DS reviewed previous steering rack replacement, DS verified that all fasteners for that operation were torqued correctly. FTS and DS found a harness loom not fully seated into a bracket. Refit loom and road test again., no abnormal rattle type sounds heard. Vehicle operated safety. No repairs.Customer response
05/22/2024
I am rejecting this response because: This is not telling me what they plan on doing about my vehicle. This was supposed to be a new car. It should not have had to have these repairs. What are they planning to do about my car? The car needs to be replaced.
Sincerely,
Montrice C*******Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear Better Business Bureau, I am writing to file a formal complaint against Audi regarding the persistent issues with the air conditioning unit in my 2021 Audi Q5. Despite repeated attempts to resolve the problem, the air conditioning unit has malfunctioned five times within the past two and a half years, causing significant inconvenience and frustration. The first instance of the air conditioning unit failure occurred approximately December 2021. At that time, I contacted Audi Columbia of SC, where the vehicle was purchased (less than a week prior to the issue being reported) and reported the issue. The unit was repaired under warranty, and I was assured that the problem had been resolved. However, the same issue recurred 4 additional times, resulting in additional visits to the service center for repairs. Each time the air conditioning unit malfunctioned, it disrupted my daily routine and necessitated costly repairs. Furthermore, the repeated failures have undermined my confidence in the reliability and quality of Audi's products. Despite my loyalty to the Audi brand and adherence to regular maintenance schedules, I have experienced ongoing difficulties with this essential component of my vehicle. I have attempted to address these concerns with Audi's customer service department on multiple occasions but have not received a satisfactory resolution. On the third occasion, I spoke with the General Manager, Peter Haub, who reassured me that he would investigate my car’s issue and get it resolved correctly. In addition, if they were unable to fix it, he would remove me from this vehicle. The car was returned and the air conditioner working. Despite his efforts, I had to bring the car back several months later as the air conditioner stopped working on the driver’s side. Currently, my AC has stopped working for the 5th time. As a result, I am turning to the Better Business Bureau to intervene and facilitate a resolution to this matter. I appreciate your attention to this matter and trust that the Better Business Bureau will assist in facilitating a fair and timely resolution. Please feel free to contact me at 803)446-9718 if further information is required. Thank you for your assistance. Sincerely, Ashley JonesBusiness response
04/17/2024
Vehicle was recently in for issue and part was recalled by Audi and replaced with updated part.Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a vehicle on 2/20/24 as a trade. They gave my credit union 3 days to pay for the vehicle I purchased and they sent the payment in 2 days, but Jim Hudson GMC Cadillac have yet to pay my credit union for the vehicle I traded to them. I called yesterday because I noticed my account with the credit Union was withdrawn $553 which is my car note and also notice I now have 2 vehicle loans sitting on me. The car I traded to Jim Hudson and my new vehicle.I called my salesman Colin he didn’t answer or call/text back, I emailed the finance guy Arkelyeius and he didn’t respond so I called the dealership and asked for a manager and spoke to Dave. Dave stated they do a 20day payoff request but why in the world would you do that knowing car notes will be coming up within those 20 days?! Usually it is a 10day payoff at any reasonable dealership. I also noticed everyone is nice and responsive until they get your money. There was no emails/calls/texts thanking for my business or checking to see how I was doing with my vehicle. The biggest part of what I do for a living is customer service and retention. Being integral is huge and treating people the way you want to be treated is always a must especially when it involves peoples hard earned money that they can spend somewhere else! I want the money that was collected from my car note back because it was incorporated in that payoff balance received. I also want to speak to someone who is really in charge concerning this matter! Also I want to add that the amount my car appraised for 17,700 was deducted 700 because my credit said they were overcharging me for the car and refused to pay over 42k and some odd dollars so they agreed to pay the amount my credit union offered but deducted it off the appraisal amount but acted like they did me a favor and I also believe they charged me 500 for plates when I did a plate transfer.Business response
03/06/2024
Check was sent to the bank on 3.5. Customer has not been charged any fees, and the payment that was charged will be deposited back to her account once this check is processed. In essence we have paid more than payoff shows due, difference being the payment referenced in the customers statement below.Customer response
03/08/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Desiree J******Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I brought my vehicle to the shop 3 times with the same issue. The 1st time they couldn't find or replicate the issue. The 2nd time, I brought it in during an active issue and they said the fixed it. Wrong. This time I again brought it in during an active issue and it has been three weeks. I have been without my vehicle for 3 weeks and the warranty company won't authorize a rental until the repair facility determines the issue and the work is authorized. Even thought I'm not a "Ford" technician, I suggested where to look for the issue and was blown off. In the end, my suggestion was where the issue was found. I don't know if it's a Ford Motor Company issue or this dealership, but it is ridiculous how long this has taken. In the mean time, I have juggled schedules for three weeks as I've been without my wife's car. I would love for someone to do the right thing and take care of a customer that's not there to get an oil change. This vehicle has been a headache ever since i got it and it's value has plummeted. The vehicle needs a new ECM, a wiring harness for the airbag system and there's an oil leak that needs repair. Part of the issue falls on the warranty company as well, but the shop has taken too long to get to this point.Business response
02/14/2024
Customer relations manager will be reaching out about a loaner vehicle. We do show that the vehicle has been at dealership since 1/23/2024 and after speaking with Service Advisor, the technician has found the PCM to be shorting and needs to be replaced, the pigtail needs to be replaced on the airbag to correct that light, CV axel leaking and a motor mount collapsed. On the 5th Advisor spoke to the warranty company and they took 2 days to send an inspector out since we have been waiting for a response. Advisor called again on 2.12 and sat on hold for 48 minutes before someone answered to tell him it has went to review. Until the warranty company makes a decision on coverage we can not proceed with any repairs.Customer response
02/14/2024
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.
Sincerely,
Philip Y********Initial Complaint
01/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had my vehicle at Jim Hudson Ford for warranty work and while it was in there care it was “broken into”. When a vehicle is in their care it should be locked and parked in a secure location. I am not sure when the theft happened, but it could have potentially happened in the shop by an employee if it was not in there lot. I fear that my vehicle was not the only vehicle that had items taken from it and Ford will do nothing about it.Business response
01/19/2024
I am sorry that this issued has occurred. If you could let me know what items were taken or what items were damaged I will be happy to assist. I can be contacted at **********************Initial Complaint
10/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I got home about 5 o’clock in the afternoon.I took the car back the next morning, 15 hours after I purchased it it was a piece of junkBusiness response
10/25/2023
This customer was not happy with the original used Edge that was sold to her and came in the next day with complaints. We offered to fix her concerns and she was not happy with that option and wanted a totally different car. At that point we took the used vehicle in at the cost she paid less 500.00 processing and put her into a brand-new vehicle with full warranty. We are not sure what she would have an issue with since we did do everything, we could to ensure that she was happy.Customer response
10/25/2023
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.
Sincerely,
Pamela ******Initial Complaint
09/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
September 14, 2023, we went to purchase the Audi A6 and Not an extended warranty coverage. When we left the dealership, we were given a USB Card, which could not be read by our computer. We requested printed copies of all contracts that were signed. There was no breakdown of the monthly payment for the vehicle or the amount of the monthly payment for an extended warranty. We were never shown or advised the amount owed for the vehicle we purchased. The contract that we signed should be null and voided because it did not provided a complete breakdown of the cost for the vehicle and payments. New contract should be executed for the vehicle only, we should not have to “refinance” anything, we contacted the dealership the next day, September 15, 2023. My wife called and left message advising that we had concerns in regard to the extended warranty and for the finance person to call us. We also sent a text, advising that we wanted to CANCEL the extended warranty. We received text message back from the Finance Manager, he advised “no problem. Just need your signature and the contract you want canceled check off”. To date the extended warranty has not been canceled.Business response
09/25/2023
General manager has talked to Both Mr. and Mrs. *******. They put a deposit down on an inbound A6 and most certainly knew the price of the vehicle before it arrived let alone before they went into finance. Complained that they couldn’t see the docupad due to glare and that finance manager should have gone over the price of the vehicle before going over protection options. Finance manager goes the extra mile with EACH customer and prints off the docupad acceptance page and has clients sign again in ink that they know what they are getting and what the price is of each product accepted and declined.
Customer stated that the USB with all the documents on it would flicker on their computer and that they couldn’t read it. Wanted Jamar to email them all the docs and were upset that he didn’t get this handled immediately, finance manager was arriving later that day and had a client here when he arrived.
When cancelling products, the principal balance decreases by the cancelation amount but leave your payment the same. They did not agree to this as it was “the day after” and so they wanted us to recontract them. This was electronically funded immediately after the deal. We have contacted **** ** ******* and are looking to flat cancel the contract and recontract without the products. Should know today.
Cancellations do not happen overnight. We request the cancellation, Audi approves and pays cancellation moneys out ONCE a month, typically first week of each month. Once we have received the funds we send to their lender. It would not show this early either way!Customer response
09/26/2023
Complaint: ********
I am rejecting this response because: There no mention of the cancellation for the Extended Warranty of $12,226.50, and we require a signed and dated copy of the completed package for cancellation. Our focus remains on the Cancellation of the Extended Warranty.
Sincerely,
***** *******Business response
10/02/2023
Cancelation of contract would also cancel the extended warranty plan. attempted to have customer return to resign paper work but was notified they would be out of town until later in October.Initial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Brought a vehicle from this establishment and the check from **** ******* was $500 more because they discounted the car. They told me they would just cut the differences back after cashiers check cleared, it’s been 5-7 weeks and my father is up there and now they giving him the run around to not cut the check! I have it in writing that they promise me this and now they’re trying not to honor the price and basically steal $500 from me! I called over 3 times and was told the check was waiting on my Father to lick it up. Now he’s there and they’re saying they will mail the check back to the bank, so we called the bank and they said they need to give me the check because the loan has been processed at the full amount! I allowed the sale person to listen and now management is still playing games.Business response
09/13/2023
Which dealership was this purchase made at?Initial Complaint
08/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 2013 Cadillac XTS was brought into Jim Hudson Cadillac Service Department on Kaiser Hill Road for HVAC Diagnostics on 7/25/2023. The car was blowing hot air on the passenger side of the car and only cooling on the Driver side. Diagnostics were performed on my car on 7/26/2023. Upon pickup on 7/26/2023, I was told that the Air Compressor was gone- a $2,700 price tag. I paid ~$160 for the diagnostic services. At that time, I was also told that the OEM Air Compressor part (with only a 2 year warranty) was on back order and may not be available for a month. I was offered an after market part with a 1 year warranty. I requested more time to make a decision. Upon entering the vehicle, I discovered that the car was blowing hot air on both sides on this very hot day. I immediately spoke with the Service Manager, who then did a quick inspection of my car and who then informed me the pressures on my car was undetectable when meant that my car had no Freon. The information that I received on paper was just the repair costs for the recommended services-no details about the undetectable pressures/ no Freon level, etc. I have requested the diagnostic report with the measures performed on my car but after several attempts to call, text or email the service advisor, the service manager, or the general manager, I have only received a brief email from the general manager stating that he would work with the Service Manager and Services Advisor to get me the report. To date, I have not received the report or been contacted by anyone at Jim Hudson. At this point, I am not sure a Diagnostic was even performed in my car. Diagnostics performed at another repair shop in Early July 2023 indicated no problems with the compressor or Freon level. And shortly after I left the dealership, the car is currently showing no signs of a bad compressor or low Freon. I would like a copy of the diagnostics I paid for at Jim Hudson— and a refund.Business response
08/10/2023
Service Manager as spoken with Mrs. ******** and answered all of her questions and handled the issues.Customer response
09/07/2023
Complaint: ********
I am rejecting this response because:On 8/28/2023, I brought my car back to the Service Department, as requested by them, to get the A/C diagnostics report I had requested from the original two-day service visit on 7/26-27/2023. Evidently information about the diagnostics performed on my car could not be retrieved from the original service visit from their computer system – even on the same day of the visit.
At the conclusion of the second visit, I was shown two short videos, however the only information they were able to successfully send me was a crude video of someone taping a laptop screen-- concerning a secondary issue they newly discovered on the second visit. The Service Manager promised a response within 48 hours of the 8/28/2023 service visit with what, if any assistance could be provided from General Motors. At that time, I was told that Jim Hudson could not offer any assistance on this issue-even though that was the original offer after the July visit.
This morning (9/7/2023), I finally received a call from the Service Advisor, confirming the pricing for the repairs of over $3,300 and a discount offer of 10% on the repair costs. The Service Advisor could not tell me whether the discount was coming from GM or Jim Hudson.
Although I was provided with great transparency on the repair cost estimates (labor, parts, etc.), there is still very little transparency on what diagnostics were performed on my car. To date, I am not sure what A/C diagnostics were performed on my car—but what I do know is that on both service visits, I brought my car there with the car cooling on the driver side and blowing hot air on the passenger side----and both times, I left the dealership with the car not cooling at all—on some very hot summer days. So whatever diagnostics were performed appears to have further damaged my car. It recovered after the first visit-but it appears to be a total failure after the second visit.
So no, I have not authorized any repairs to the vehicle yet—because I still don’t know what happened to my car. What diagnostic was done to determine the A/C Compressor failure—and how did they determine the Actuator failure? I have a diagnostic report from another provider conducted in early July 2023 that totally contradicts this Service Department’s findings.
And based on the latest response, I am not sure we are talking about the same car—because my car has not yet passed the 100,000 miles mark. I have owned a number of cars and I have never had to replace the A/C compressor on a vehicle with under 100,000 miles.
Sincerely,
***** ********Business response
09/11/2023
When we diagnosed your compressor issue we put in freon with a dye and then looked at it compressor with a special light (much like a black light). You can see in the picture attached that freon is leaking based on the neon looking material
That is something that would have been caused with time and nothing that we did to cause the damage.Initial Complaint
06/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In February 2023 I took my vehicle to the dealership referenced for the 15K Toyota Care Service. Upon pick up of my vehicle I was told that the rear alignment was not able to be completed due to something being wrong - no further investigating was done prior to picking up my vehicle. On April 2023 I took my vehicle back to the dealership referenced for the 20K Toyota Car Service and informed them of the issue found in February and asked for it to be further investigated and informed of the findings prior to picking up my vehicle. I was told that the rear control arms of my vehicle were bent and this was restricting my rear end to be aligned. I acknowledged what the technician had informed me and asked for a quote; the quote was for approximately $1300. I asked to hold off on fixing the rear control arms until it was affordable for myself and picked up my vehicle. On May 2023 I contacted an outside mechanic shop in Columbia, SC - Complete Car Care - and asked if a technician could take a look at the rear control arms and provide a quote to have them fixed; since I was told they were bent. The technician called from Complete Car Care and told me that the Toyota Service shop had led me astray; I had been lied to and nearly manipulated into spending $1300 unnecessary dollars. The technician from Complete Car Care assured me my car was in perfect working condition and nothing on my rear end as bent or compromised. On June 2023 I took my vehicle to Midland Toyota were again I was told nothing was wrong with the rear end of my vehicle and everything checked out fine. I was lied to and nearly taken advantage of $1300 due to lack of training, and knowledge. This is completely unacceptable behavior from such a well established company.Business response
06/30/2023
When we determined that the rear suspension was bent it was done by one of our Master Diagnostic Techs on an alignment rack that uses lasers to verify the suspension geometry. Based on the readings vs the factory specs we were able to make the determination that those parts were bent. Also attached are service records including showing the second visit no charge was made for diagnostic testing.
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Customer Complaints Summary
60 total complaints in the last 3 years.
12 complaints closed in the last 12 months.