ComplaintsforAudi North Austin

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The dealership sold me a *************** Contract and has refused to give me a legible and signed copy of that service contract as repeatedly promised at the point of sale and thereafter. The dealership's refusal has left me with no proof of the terms and conditions of the contract and no way to enforce the terms and conditions of the contract if the covered service should ever be needed. I have requested a legible and signed copy of the contract at least 12 times by phone, voicemail, email, and message left with the receptionist. A chronology of my requests and the dealership's replies is attached. Copies of the illegible and unsigned copies of the contract are attached. Documents substantiating the chronology are attached. I am requesting a completely legible and signed copy of the *************** Contract.

  Business response

  02/28/2024

  We are going to refund ****************** the full amount of the **************** Contract. It will take 5-6 weeks for him to recieve the check of the full amount. 

  Customer response

  03/05/2024

  Complaint: 21256602
  
  I am rejecting this response because:
  Where is our money? Audi North Austin needed only minutes to take our money. They have held our money for over 3 months. Now they ask us to trust them for another "5 to 6 weeks." Audi North Austin has betrayed our trust many times: (1) They took us on a high-speed test drive, in the rain, on US 183, in a car that the next day they inspected and said had: tires that "were really chopped up and dry-rotted," suspension that was mis-aligned, and shock absorbers and steering wheel with problems. (2) Then, they performed unauthorized repairs on the car and fraudulently put my name on the work order. (3) They advertised the car for $20,566 but in the showroom tried to sell it to us for about $23,000. (4) Then, they sold us a service contract with 30 days to examine and reject, but they still have not sent a legible copy for examination, 3 months later. (5) Further, they advertised the service contract for $3269, but charged us $3469. Trust Audi North Austin for another 5 to 6 weeks? Not likely. As we wrote to Audi North Austin: if we do not have a full refund by March 8, 2024, we will share this complaint and all documents and correspondence with the **************************** of the ***** ************************** with the ****** of ******** Protection of the ************************* with the service contract providers division of the ***** ********** of ********* and Regulation, with ************** Services of Audi ***, and with ********************** (president of Audi ***). And that will be just the start. No, my family and I do not consider this complaint to be resolved.
  Regards,
  
  *********************

  Business response

  03/21/2024

  We have fully refunded ******************. Please update file. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After leasing a vehicle from Audi North (*************.) *****; the Bluetooth didn't work. They told ** after the fact that this happens in *****, they don't know why, and it affects about half the cars or more. They can replace a chip and that *** correct the problem. They replaced the chip in our vehicle and it only corrected the problem half the time. If they had disclosed this information then it would have been out choice to purchase the car or not - which we would not have. They need to reclass their vehicles and/or be required to disclose this malfunction to their customers prior to signing any paperwork. All the other ***** problems I have with this branch is customer service.

  Business response

  09/19/2023

  We have been working very closely with Audi of ******* and they aware of the issue.  They are working with the ** group to find a resolution.  I will forward this message to our Sales team as well.  I apologize for the issues this has caused.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a car in February and I still Havent received any information on my license plates. I requested new plates and they put me on hold for hours. I havent received a valid answer to where my plates are. I am driving illegally and at this point Im worried about my safety! My car insurance isnt tied to it so this is becoming a real hazard.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I travel a lot and have requested a new temp tag four times as my plates still havent come in. I called again yesterday and was told again it would be mailed to the address of to which ** in currently traveling for work. Was supposed to get called yet again never received a call back. Im driving around illegal because they fail to follow through

  Business response

  05/17/2023

  Our **************** team is reaching out to resolve this issue.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sold my 2020 Audi Q3 back to Audi North Austin on March 24 2023. I am supposed to receive $4000 in equity for this transaction. As of now I have not received my equity and my phone calls are not being returned.

  Business response

  05/17/2023

  We will be reaching out to the customer today to confirm expectations.  There was a lien on the vehicle, and we can't release the equity check before receiving the title. The customer was made aware of this, and we are doing everything we can to expedite this process.

  Customer response

  05/17/2023

  Complaint: 19976726
  
  I am rejecting this response because:
  

  The claims made by the person who wrote that message is false. The expectation was that I receive my equity immediately. They are delaying on purpose and using my money for other purposes and that is fraudulent.
  Regards,
  
  ************************* & *************************

  Business response

  06/28/2023

  
  I have been informed the customer is being contacted to verify address and send the check.
  
  *********************
  Fixed Operations Director
  
  
  

  Customer response

  06/28/2023

  Complaint: 19976726
  
  I am rejecting this response because: ************ is insisting on proclaiming fraudulent information as  truth to cover their theft of my car. I have sent my demand letter via registered US mail to the "alleged general manager" demanding the return my stolen car back to me. I will wait for my car to show up at my doorstep before taking further action which all was clearly stated in my demand letter.
  
  Regards,
  
  *************************

  Business response

  08/21/2023

  Please see the attached correspondence from ************** on behalf of Audi North Austin.
  
  Thank you for your attention to this matter.
  

  Customer response

  08/21/2023

  Complaint: 19976726
  
  We are rejecting this response because:

  We have served our multiple sworn legal notices to the wrongdoers who stole our car that this matter will be referred to the 250th District Court at the Travis ************************* style="font-size: 0.875rem;">Furthermore, all wrongdoers will be served with paper court papers once we filed the lawsuit.

   For that reason, this matter is no longer in the jurisdiction of the Better Business Bureau. We do thank the Better Business Bureau for all their valuable work.

  Regards,
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vehicle from them three years ago its a 2019 Audi Rs5 every single time Ive brought it to the dealership. They have returned it damaged scratches, dents or improper installation of the front license plate. They did resolve it and fix the issue each time but taking months at a time outta of my vehicle multiple times. I purchased an extended warranty, windshield, rim and dent and prepay for all the maintenance. Today they informed me that I am not long welcomed and they will no longer service my vehicle. Im extremely in shock to what I did to not be welcomed back.

  Business response

  05/10/2023

  We decided as a company we arent able to meet the expectations and feel its best for both parties to not do business together. 

  Customer response

  05/10/2023

  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.
  
  Regards,
  
  Noah Mystery

• Initial Complaint

  11/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an appointment at this dealership for the 85k service on my car. Their website advertises the service as costing $214.56 - $271.26. When I called today to confirm my appointment the receptionist told me it would cost $514! Since I scheduled the Appointment two months ago, this number seemed high, and I went online to confirm the price. I called back and was connected to a service advisor named ******************. I explained the situation and she kept asking me where I saw this pricing from and that I was not getting just an oil change. I said yes I know, its the 85k service. I got her email and sent her a screenshot of their own website with it clearly stating the service and the cost. She put me on hold and came back and said the manager said that its still going to cost $514 even if their website was wrong. Not only was she not unapologetic but then she hung up on me! I am reporting this as my concern is this one of only two Audi dealerships in the area. It took me two months just to even get an appointment and they know they have consumers of these cars at their mercy for service. What if I had not thought of asking for the cost and I took my car their for service and they sprung this cost on me? I am worried they are doing this to other people, false advertising on their website with one amount and doubling the cost in person knowing they are the only Audi dealership in town. This seems very deceptive and to be honest, potentially criminal.

  Business response

  11/25/2022

  Good afternoon, yes, we did discover our website pricing was incorrect.  The ****** ******* the customer requested and found on-line did not include the brake flush.  That ******* is not always required because it is time based not mileage based.  The ****** was not priced correctly but we did agree to do this at the stated price.  The customer asked us to do the brake flush and the ******-mile ******* for the price of the ******-mile ******* basically ding the brake flush for free.   We declined to do that and she didn't ******* with us.  We are not in the business to be deceptive and are working with our vendor to get the website corrected.   This should clear up any questions but if not feel free to reach out if there were any other misunderstandings i am not aware of.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Maserati GT from these guys and it has not been a good experience. I would strongly advise against purchasing a used car with this company. I made this mistake and ended up buying a car that was missing parts, and in and out of the service center 3 times r more in less than a year. During these 3 visits, Maserati of Austin did not repair the issue, instead, they did things like replacing fuel caps, when they knew the Catalytic Converter was dying on the car they just sold me. Their goal is to pacify the problem long enough for your warranty to lapse, and surprisingly their extended warranty doesn't cover the issue they refused to fix. I literally asked and they said "All Dealerships do this"After dealing with this company, I ended up leaving a negative ****** review and when they found out about it, they basically used extortion and threatened to withhold repairs to my vehicle until it was removed. I have attached the email in question, please know the 'free repairs' they are referring to are parts they failed to disclose were missing. They sold the car with missing parts and they did not disclose this information at any point during the transaction and I am still missing the oil splash gaurd. To anyone reading this, do not buy a used car from this organization. You will 100% regret it.

  Business response

  09/27/2022

  Response to customers statement:

  1. He did buy a 2017 Maserati Pre-Own unit from our Maserati location on 01/14/2021 with ****** miles.
  2. We have no history of any parts being missing from the client in the last four visits over the past two years.
  3. There was a fuel cap replaced under warranty for it not sealing and causing evap leak code to set. No other issues found stored in system after this repair.
  4. All items client has ever wanted addressed has been and covered by warranty if a warranty covered item. Dealer has covered many items or repairs at no cost to client as a form of goodwill. No items have been refused by dealer or warranty if under the warranty guidelines.
  5. There is no attached email for me to be able to respond to the comments made in it referring to the free repairs.
  6. There has been no time that the car has been missing an oil splash guard while here for repairs. Last time here was a year ago and that visit was when the car was wrecked and dropped off here by mistake when it should have been dropped off by the tow truck at the body shop. Photos attached of the wreck damage to the front end.

  Please feel free to contact me if anything else is needed.
  

  Cheers,
  

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

  Parts & Service Director

  Customer response

  09/28/2022

  Complaint: 18118139
  
  
  I am rejecting this response because...

  
  1. You did sell me a car missing parts, the email I sent earlier showcases how you basically used service to extort me to remove a ****** review. The picture 'You Provided' clearly shows it missing., thank you for providing that :)
  

  2. When my vehicle was struck in a Not-At-Fault accident, it was brought to Maserati of Austin by means of a scheduled appointment, it was not a mistake,the visit was scheduled by your staff and took months of waiting.
  

  3. Maserati of Austin selected their Maserati Certified Body Shop (******* ),Not me
  

  4. ****** had concerns about the work previously performed on the car, I let them know that Maserati of Austin admitted to performing this paint work to fix issues wrong with the cars paint as a post-sale agreement. The shop stated you contaminated the paint, and they weren't too surprised you were responsible for this work.Email attached. 
  

  5. You never repaired the issue, you just reset the code after you replaced the fuel cap. I called you numerous times telling you the problem persisted. 
  

  6.. You avoided repairing the issue with multiple month-long service wait times before you can even bring the car in to be worked on. 
  

  Business response

  09/28/2022

  
  Complaint: 18118139
  
  
  I am rejecting this response because... (Dealer Response Below behind each of clients comments)
  
  1. You did sell me a car missing parts, the email I sent earlier showcases how you basically used service to extort me to remove a ****** review. The picture 'You Provided' clearly shows it missing., thank you for providing that :) RESPONSE: The photo is showing the Aftermarket Scrape Armor installed on the original bumper before the bumper was damaged and replaced due to an accident.Insurance would be responsible for the cost to have this item replaced as part of the accident. Our company will install once approved by client or insurance company. This item is not a factory part and is not something that was on the car before the client bought the car nor should it have been. This item was installed on the clients car for free as a form of goodwill to cover up the lower bumper paint damaged that client claimed was damaged by the Roadside Assistance. If this is the missing items, the client is referring to and was not replaced and installed when the new bumper was replaced at the body shop then they should contact their insurance company and inform them. Nothing else can or will be done with this concern until authorization is given to have a new Scrape Armor kit installed.

  
  2. When my vehicle was struck in a Not-At-Fault accident, it was brought to Maserati of Austin by means of a scheduled appointment, it was not a mistake, the visit was scheduled by your staff and took months of waiting. RESPONSE: Yes, the car was towed in for a scheduled work but when it arrived it was at that point the dealer was able to see that it had been wrecked and the repairs would need to be performed by a body shop now. Car was then towed to ****************** and Fine Auto. Nothing else can be done with this concern.

  
  3. Maserati of Austin selected their Maserati ******************* (******* ), Not me. RESPONSE:****** is the only Maserati Certified Authorized Body Shop in ***** besides ******* or ****** areas. Our dealer only uses or recommends cars to be repaired at the body shops that have been Certified by the manufactures. The client ultimately has the final say as to where they have their car repaired. Nothing else can be done with this concern
  

  4. ****** had concerns about the work previously performed on the car, I let them know that Maserati of Austin admitted to performing this paint work to fix issues wrong with the cars paint as a post-sale agreement. The shop stated you contaminated the paint, and they weren't too surprised you were responsible for this work. Email attached. RESPONSE: Reviewed the attached email between the client and ******. **** was previously painted by ****** so any issues would have been caused and repaired by them. This issue has been resolved by ******. Nothing else can be done with this concern.
  

  5. You never repaired the issue, you just reset the code after you replaced the fuel cap. I called you numerous times telling you the problem persisted. RESPONSE:If client is referring to the Check Engine Light being on, the codes stored in the system the last time the car was seen at this location on 11/01/2021. The codes stored were related to low battery voltage. No check engine light issue on visit from 08/03/2021. No check engine light was on and no-fault codes stored in system at visit 04/20/2021. Check Engine light was on, and code stored was for a gross evap leak. Found gas cap not holding seal and replaced under warranty on 03/29/2021. If client has a check engine light on, then it will need to be taken to any Maserati Dealer in the USA to have diagnosed of what the cause is. Once this has been determined then the car can be repaired with the needed repairs. If the repairs are covered under the extended service contract from Maserati, there will be no cost to the client as there is no deductible.If found to not be under warranty, then the client will be supplied with the estimated cost for the repairs. If the client elects to not have the repairs performed after checked out, then they will only be responsible for ******** fee. This fee is $250.00 at this location. Note to all, the warranty will expire on 10.05.2022 so a repair order must be open before that date. Nothing else can be done with this concern.
  

  6.. You avoided repairing the issue with multiple month-long service wait times before you can even bring the car in to be worked on. RESPONSE: Depending on what is needed to be addressed we can get in to service within 24 hours. Nothing else can be done with this concern.
  
  
  Without knowing exactly what the client is wanting from our dealer the only thing I can offer is to check their car out before 10.04.2022 as the warranty will expire on the 5th and nothing after that can be paid by Maserati if past that date. The client will need to schedule a time with any Service Advisor to meet with and demonstrate any concerns they have with the car. If no issues can be duplicated at time of drop off for the Advisor,then it cannot be addressed. Customer will need to authorize the standard Diag.fee of $250.00 that will only be collected if the item is found not to be warranty and the client elected for the dealer not to perform any of the needed repairs.
  
  Attached:
  RO#***** Showing aftermarket scrape armor was installed.
  PO payment to ****** to paint hood as per agreement post-sale.

  Customer response

  09/28/2022

  Complaint: 18118139
  
  I am rejecting this response because: 

  1. The picture is from the towing incident you caused when picking up the car from my house. You hired a company who scrubbed the car underbody when driving it on the trailer. The damage you repaired is the damage you caused. The accident had not taken place at this time of this photo. I would like this part for my car please. 

  2.  The car was scheduled for repair for this visit, I was struck, the damage from the accident was addressed, you did not repair the car for the original appointment issue after the body work.

  3, ************ is great, they also addressed issues about damage they implied you caused to the car. I attached that email to my previous email

  4. This issue was resolved but they claimed they did not perform this work. 

  5. The issue shows from a cold start, if I drive it there, it won't happen, you will need to keep it overnight and start it the next day. I am not willing to be charged for diagnosis and I would like the original issue repaired. If you agree to this, we are good.

  
  
  Regards,
  
  ***********************

  Business response

  10/13/2022

  Response:

  1) The damaged to the lower area of the bumper was caused by an outside company that was hired by Maserati NA Roadside Assistance. Both Maserati and the ************** refused to cover the damage stating it was pre-existing conditions. The Maserati Dealer, *****************, installed a Scarpe Armor Kit at no cost to the client as a form of goodwill to cover the damaged that was caused by an outside company.

  2) Body repairs were performed over a year ago and car has not returned for any issues to this location, resolved or not. Dealer was willing to have looked at any unresolved issue if client would auth check out. Car has never returned from last year.

  3) The damaged ****** implied was and issue that needed to be addressed was indeed repaired at their location two years ago.

  4) We issued payment for the invoice they submitted for the repairs.

  5) The only charge for any diagnosis we perform is if the cause is found not to be a warranty issue or the client refuses to have the needed repairs performed if not found to be warranty. We do not charge diag fees to clients that have the needed repairs performed or the items are found to be under warranty. Diag fees are only charged for just that. Checking the car out, letting the client know what is needed and price for them repairs. 

  Customer response

  10/18/2022

  Complaint: 18118139
  
  I am rejecting this response because:
  
  

  Complaint: 18118139
  
  I am rejecting this response because:
  
  1) The damaged to the lower area of the bumper was caused by an outside company that was hired by Maserati NA Roadside Assistance. Both Maserati and the ************** refused to cover the damage stating it was pre-existing conditions. The Maserati Dealer, *****************, installed a Scarpe Armor Kit at no cost to the client as a form of goodwill to cover the damaged that was caused by an outside company.

  
  It doesn't matter if you sold the car with existing damage, if you caused more while the car was under you control, you are responsible for fixing the damage YOU CAUSED. Covering up damage you caused is not acceptable.
  
  2) Body repairs were performed over a year ago and car has not returned for any issues to this location, resolved or not. Dealer was willing to have looked at any unresolved issue if client would auth check out. Car has never returned from last year.
  
  The car was scheduled for service for ***'s on the last visit, the MASERATI CERTIFIED body shop reset the *** code and you did not repair the issue. Please let's not pretend 1 year has passed since I let you know your repairs were not working. I've called and scheduled 2 appointments for the exact same issue after your repairs.  In my opinion, this feels like neglagence and this neglagence has put my families safety at risk due to the unsafe performance of the vehicle. 
  
  3) The damaged ****** implied was and issue that needed to be addressed was indeed repaired at their location two years ago.
  
  This is not a true statement. How could ****'s fix an issue 2 yrs ago when the car was picked up from their location on Mon, Nov 15, 2021?  Additionally, ******'s did not email me about the corrupted paint you caused until Nov 1, 2021. This is the 2nd instance on record Maserati has not been truthful during this exchange...
  
  4) We issued payment for the invoice they submitted for the repairs.
  My insurance company paid for the repairs, hopefully they were not charged for the damage you caused to the paint. I will call them this week and, share this situation in its entirety and find out...
  
  5) The only charge for any diagnosis we perform is if the cause is found not to be a warranty issue or the client refuses to have the needed repairs performed if not found to be warranty. We do not charge diag fees to clients that have the needed repairs performed or the items are found to be under warranty. Diag fees are only charged for just that. Checking the car out, letting the client know what is needed and price for them repairs. 
  You refused to fix these issues under warranty period. I am not going to pay a diagnosis fee when you clearly neglected to repair the car when it was brought to you 4 times  during the warranty perioud. I have attached a video of the car showcasing the same problems you supposedly repaired. 
  
  
  Regards,
  
  *****************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12, 2022 I purchased an Audi Q5 from the folks over at Audi North Austin. The salesperson was helpful and the initial transaction was very smooth and I paid cash for the vehicle using a cashiers check for $47,104.26 from my bank as agreed. I was told that I would have the title and plates in hand between 4-6 weeks. I explained to the sales person and the finance manager that handled the closing that the timeline for receiving my plates and title was very important as I intended to ship the vehicle on to ********* and then ultimately to my home in ******************* ****** and they indicated that this would be no problem. After 4 weeks went by, I called the salesperson and followed up and plates had still not arrived. I called the following week and the next 2 weeks subsequent to the initial call and still no plates. By week 6, I stopped receiving return calls and logged 16 separate occasions where I called the sales representative and was never called back... At that point, I drove from ******* to Austin and walked into the dealership and was helped by a manager named Polo, who apologized profusely and indicated that he would be giving me weekly updates until the plates were in. As you can imagine, I got 1 update and then have had to call myself weekly to follow up. After a few weeks, calls were never answered and I would randomly receive a text update from them, still no further than I started back in January... I was texted back finally that the ** for the dealership would be calling me back, which has never happened to date. We are now 20 weeks from my vehicle purchase and I have not received plates or a title and the only information I have received is that the title has been applied for in ********** and they are waiting to hear back...

  Business response

  06/20/2022

  I just got handed license plates and registration for ************** purchase. I left a message and text ************** too asking for instruction on ***** plates or someone to pick up at dealership.

  Please advice..

   

  Polo Ascencio

  General Sales Manager

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pls see attached for specific dates of the situation. The dealer damaged vehicle during an AC repair and is saying the vehicle now needs is "coincidental" to their repair work. They did not run a quality check on their AC repair which would have immediately notified them that their repair triggered damage to the gasket and valve of the vehicle. I'm seeking for the dealer to take responsibility for the damage they caused and complete the necessary repairs at no cost to me. They had just passed the vehicle on its 65k maintenance inspection without any issues. This issue immediately arose the day they took my payment for the repaired AC. Again, if they had conducted a quality check (which would have been as simple as turning the vehicle on) they would have heard that the vehicle was no longer running correctly - which was a new issue resulting from their work.

  Business response

  11/01/2021

  We reached out to this customer minutes after her concerns and could not reach her.  We called daily in an effort to reach her. She had finally called about a week later and i let her know we didn't cause this additional damage but, we were trying to call her to let her know we would be reaching out to Audi of America for assistance.  We got the approval to take care of this at no cost to the customer.  This concern is resolved and she will be picking the vehicle up later this week.

  Customer response

  11/01/2021

  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.
  
  Regards,
  *** ******

*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. ↩