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Complaint Details
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Initial Complaint
07/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The Audi dealership did not include the proper tools to change the tire. There is a wheel cap removal tool to take the plastic wheel cap off and then change the tire. I asked the manager if I could come pick one up. He said I would have to come down there and buy it. This is a safety hazard and something Audi dallas should make right. The Audi in Plano said if I bought it there they would have but I should call the Audi dealership where I bought it. The manager was very diff and dancing around the problem. It is a $5 tool. It isnt a big deal to make this right but the manager wanted nothing to do with me or helping me.Customer response
07/28/2024
They called back and resolved the issue.Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Since November 17 of last year I have had possession of my A3 for 30 days. Each time I have brought it to Audi, it seems that one thing gets fixed and multiple things break right after. On top of that, I didn't like it, but I stomached it when Audi claimed the Gear Shift Assembly was unrelated to the transmission replacement. Despite the fact that the code wasn't flagging when I brought the vehicle in back in November. Then when I got the vehicle back, the first bit of serious driving I do, a crucial component falls off?!? The technicians are adamant that they never touched the brakes, and I stomached it. They checked the torque on all the suspension components and my service advisor had the shredded dust shield replaced for me. But then the engine essentially came loose and that is clearly related to initial transmission replacement. If the engine wasn't mounted correctly, I don't see how they can claim that the gear shift assembly was interfaced correctly with the engine and transmission. On top of that, my service advisor said it's possible that the incorrectly mounted engine may have damaged wiring that connects the O2 sensor. I'm also at a loss at where this serious oil leak came from. It wasn't happening before I brought the A3 back for the engine hopping/mounting fiasco.Audi has basically owned that my engine was not mounted correctly. Because of that, I need Audi to make this whole situation right. There's no way I can accept a deflection on the brake caliper falling off. This is a 5 month ordeal and two very serious safety issues. If I hadn't needed to stop in **********, that brake caliper could have come off while I was going highway speeds down Interstate 20. If I wasn't going 10 mph in a parking lot when the engine mounting bolt sheared off, that could have been a serious issue. The damage and potential loss of life alone would have been insane.Unfortunately I only have so many characters for this submission. I have further documentation if needed.
Business response
07/05/2024
The issue with the motor mount was the only thing that we overlooked and caused and fixed. We did not touch the brakes on the vehicle. The car is old with high miles and inherently had more problems unrelated to the repairs we performed. The customer brought the car back in to me on 4/25 and was put into another loan car, which we cleared for him to take outside of the normal DFW area for his convenience so that I could take my time with the car. At this time we sat down, discussed expectations and came to an agreement on how we would proceed. I completed the oil leak repair at our expense, repaired the damage to the wheel at our expense, diagnosed his check engine light at no cost and provided and estimate which he decided not to repair. The gear select lever is a known potential fail point on the car to the extent that Audi has extended the warranty on the part. His car was well beyond the time/miles allotted. After the repairs, he signed for everything, took delivery of the car, and we left on amicable terms. - *************************** (Audi Dallas Service Manager)Initial Complaint
03/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have attempted more than once to contact this business and get them to remove our address from their marketing spam via US postal mail. The postcards are from their service department and are attempting for us to bring a car in for service that we no longer own as of November 2023. The name on the postcards is addressed to my wife ************************* and at the same address. I called on Saturday and spoke with someone completely incompetent claiming they could not find a record of us. I then spoke to another equally snarky and rude individual this morning that for some reason hung up on me when I asked her to let me finish speaking. I then attempted to call back and the call immediately went to voicemail. There is an obvious reason this business has an F rating with the BBB. Either way, can the BBB direct my complaint to someone at Audi Dallas who actually cares about customer service and will simply remove us from their marketing spam? We are not their target audience any longer and are no longer interested in Audi, thank you.Business response
03/20/2024
We've had a conversation with the client in an attempt to collect information that would assist us and provide guidance. However, the client declined to provide the *** number and also refused to share the phone number linked to his profile. Despite several minutes of dialogue aiming to resolve the matter, the call concluded with the client insisting on being removed from our system, offering only his name as identification. If he would be willing to give us more information we would gladly do what we need to do to make sure he's not receiving future marketing efforts.Business response
03/20/2024
We've had a conversation with the client in an attempt to collect information that would assist us and provide guidance. However, the client declined to provide the *** number and also refused to share the phone number linked to his profile. Despite several minutes of dialogue aiming to resolve the matter, the call concluded with the client insisting on being removed from our system, offering only his name as identification. If he would be willing to give us more information we would gladly do what we need to do to make sure he's not receiving future marketing efforts.Business response
03/20/2024
We've had a conversation with the client in an attempt to collect information that would assist us and provide guidance. However, the client declined to provide the *** number and also refused to share the phone number linked to his profile. Despite several minutes of dialogue aiming to resolve the matter, the call concluded with the client insisting on being removed from our system, offering only his name as identification. If he would be willing to give us more information we would gladly do what we need to do to make sure he's not receiving future marketing efforts.Customer response
03/20/2024
I was never asked for the vehicle *** or I would have provided it. The *** is ***************** and as I stated in my complaint we have not owned this vehicle since 2016. I did provide my phone number and my wife's phone number. ************ and ************. The employee I spoke with said she could not find any contact information with those numbers. She was then talking over me and I asked her to let me speak. I was eventually hung up on and when I called back it immediately went to voicemail. I'm not sure about the level of unprofessionalism displayed by this company but that is why I reached out to the BBB. There is no need for beligerance from businesses when I am simply asking to be removed from a junk mail list and that our privacy be respected. Can my reply be provided back to the business? Their response didn't do much other than deflect that this is somehow my fault. Thank you.
Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Thursday, January 4, 2024 car was taken to Audi Dealership in *********, ** for an oil change and multi-point service check. (attached) Saturday, January 13, 2024, 2015 Audi A4 Quattro was towed to Audi Dallas 5033 ****************, Dallas, ** 75209-6509 since car would not start. State ************** towed car to dealership. Dealer evaluated car and sent text messages to son, ************************* the following information. Battery is faulty ($696.84) / Broken rocker arm found during inspection. ($2797.96) estimates for each item. Video was sent to my son claiming a rocker arm was found and pulled out with a magnet when oil cap removed. message sent to son by ***************** Audi Dallas. (attached) Picture sent to son by *************************** Audi Dallas. When asked what they would offer for car, ******* stated $500 due to condition. (attached) We decided to tow vehicle back to *********, ** to a mechanic here. Expenses incurred $550 for towing back to *********. They serviced the car and found no issue with a "rocker arm" my husband sent the video to the mechanic in Lafayette and their response is the Dealership in Audi was full of BS. The only thing wrong with the 2015 Audi A4 Quattro was it needed a new battery. We asked them to check the complete cover over and they found nothing. It cost us $505.00 to replace the battery to it's original operational state. the Audi Dallas dealer wanted us to pay for something that wasn't damaged and wanted us to sell our vehicle for $500 even though the vehicle is worth $6000-$7500 I have all communications from dealer in text messages and a video. This should not happen to consumers. This dealer needs to be shut down due to taking advantage of consumers lack of knowledge of vehicles. Thankfully my husband has knowledge and we have a good dealer in town where we live. My son is in Dallas for graduate school.Business response
02/22/2024
************** had his car towed in on 1.13.2024, and the car was brought into the shop for diagnosis on 1.15.2024. Upon diagnosis, we found that the car was dead and would not start. Further inspection revealed that the battery was bad, and we also discovered that the oil baffle plate was missing.Upon closer examination, we found that the rocker arm for cylinder 2 was loose and sitting at the top of the engine. A technician created a video showing the findings of the battery failure and rocker arm failure and requested an engine tear down to inspect why the rocker arm failure occurred. However, the customer declined both the battery and engine tear down, along with other recommendations that were made. Attached are pictures showing the rocker arm that came from the car.
I also have videos of the part in the valley before it was removed, but it is to large to attach to this response. If you would like to send to you separately please let us know.
The biggest red flag is that you should NOT be able to directly see the valvetrain components when pulling the oil cap due to a baffle plate that is supposed to be under it. This plate was missing in this car. Most commonly, the plate is damaged during an oil change when the oil gun is inserted in too far or with too much force,knocking it loose and causing it to get stuck in the valvetrain, leading to further damage. The oil was just changed at the other dealership as he stated.The customer declined teardown so without getting a definitive answer on that,i refrained from pointing blame at them or putting that in his head.
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our Audi e-tron has been in the shop for numerous warranty repairs or manufacturing defects over the past year. We have been paying on our Audi lease at $800 per month and we have not been able to drive the car for 10 of the past 12 months due to all of these repairs and waiting on parts from *******. All we want from Audi is to buy back the car so we can lease another car of our choice. I think that this is fair. I am not asking for money back. I just want to end the lease without having to make more payments so we can get another car on lease of our choiceBusiness response
02/08/2024
The last RO we have on this vehicle is from October 2021 where the front drive motor was replaced, vehicle was here for a month at that time. The vehicle has been serviced at ********** since then and looks to have just had multiple large repairs over the last 3 months.Initial Complaint
01/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Audi Dallas has not submitted materials needed for insurance claim within timely fashion. Supplement from insurance company has been declined due to that reason.Service manager, general manager and service advisor are all unreachable at this time.Business response
02/08/2024
This person is trying to get insurance to pay for repairs on his vehicle. We have looked at the vehicle and performed diagnosis and dont find the damage he is claiming as well as the vehicle is operating as designed in regards to his headlights. I will forward you the communications between he and ******. The car is not currently here.Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Audi Dallas is ripping people off daily.I went in a few weeks ago and they tried to charge me over $200 for an oil change. Then made me feel bad about presenting a $99 coupon that I found online. I had called before and was told it was $75.Today I went in and was told it would be $225 to install four caliper covers. I've read online that anything over $100 is a scam. I have a beautiful 2016 Audi TT, but I do not feel comfortable going back to Audi Dallas at allBusiness response
02/08/2024
I see he had the oil changed here in September and did receive his $99 coupon price with no noted service complaints after that. This was the last time the vehicle was here according to the system. As far as his estimate for the brake calipers it sounds like he was quoted for one hour of labor, which would cover the technicians time to perform the service.Initial Complaint
01/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This issue started on 12/5/23: My vehicle was brought to this dealership by the body shop that did all repairs after being hit by another party. We wanted to ensure a leak that started after it was hit was unrelated to the accident. They confirmed the leak was from the accident and provided a video, email, and text stating this. They then backtracked and said it was not due to the accident. After speaking to a supervisor, he agreed THEY WERE AT FAULT and agreed to pay for the labor and if we paid for the parts. At the moment, I did not want them touching my car. But they sent us an email with the prices for the parts the supervisor could get them and to let them know if we agree to this. We replied to the email letting Audi of Dallas know we accepted the offer and to let us know what the next steps are. This happened on 12/5/23. At the time of this complaint, we have not heard back from Audi of Dallas. I have since ordered the parts from another Audi dealership for a lower price than Audi of Dallas was offering and fixed the issue myself.Business response
01/30/2024
****************** vehicle was brought to us by a body shop, asking us to verify whether the car was leaking and, if so, to confirm if it was caused by the accident the client was in. Remember that we were not in direct contact with the client at this time, and he was communicating directly with the body shop and his insurance company. We did have a technician do a video walk-around of the vehicle and send their findings to all parties involved. Unfortunately, the technician who performed the inspection misspoke and suggested that there could be a connection between the leak and the accident. Once the insurance company was informed, they sent their adjuster out to investigate, and he and our service management team did another inspection of the vehicle. That is when it was discovered that the leak was on the complete opposite side of the impact from the accident and could not have caused the leak in question. The insurance adjuster explained this to their client, and rather than accepting it as the truth and moving on, ************** decided that someone other than himself needed to be responsible for the leak and wanted it fixed at no cost to him. Due to the first technician misspeaking and causing the original concern with **************, we offered multiple options to help **************. Unfortunately, none of the options were satisfactory to ***************
Again, This was not a client that brought their vehicle into our service department to have it serviced, nor did they purchase the car from us. We were trying to help **************, and he was simply trying to take advantage of an insurance claim, and we did not want to assist in his efforts.
Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I took my car to Audi Dallas, on Friday August 18, 2023 at 09:00 a.m., for routine maintenance. While speaking to the service advisor he explained that I might have an issue with my coolant system. I was told repairs would take until the end of the day or the next day at the latest. I did not get my car back until Monday, August 21, 2023 at 05:30 p.m.After picking up my vehicle, I noticed issues with the A/C system. This was after days of having to **** them down trying to get updates on my vehicle. So, I returned to the shop, in person after being told over the phone they couldnt do anything until the next day, and they fixed the issue the same day after my persistence. The next day, the coolant issues resurfaced, causing my car to disable on a busy highway during rush hour traffic, putting me in a dangerous situation and stranded out of town, Audi Dallas did eventually have ****************** to address the coolant issue after my follow-up, I was stunned to learn that they had missed an additional issue with my vehicle. This oversight not only raises questions about their attention to detail but also the safety and reliability of their service.Mr. ***************************, the service manager, has completely ignored my concerns about the dealership not taking their time to thoroughly inspect my vehicle. In situations like this, communication, understanding, and accountability are paramount, yet my concerns were met with silence.This experience has prompted me to look for solutions outside of dealing directly with the dealership to ensure accountability and a proper resolution. In hopes that they will not be negligent when caring for customers vehicles in the future.Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2014 Kia ******* on May 13th with this business. I wanted to come look at the car the previous week, but was told that they were doing some painting and putting the car through a mechanical inspection to make sure everything was good. I followed up with the sales person on Tuesday May 9th about how the inspection went, and I was told the car was mechanically terrific. I went in on May 13th, but could not drive the car as they were still doing work on the car (which I was not told about prior to coming to the dealership).When I saw what they charged me for the car, it was almost $1k more than what was listed on their website (website listed $10,992, and they charged me $11,840 for it instead). Then I had to wait another week for them to finish painting the car.I went to pick the car up May 20th, and was told it was all good to go. Come to find out, the automatic trunk pop was broken on the car (which they failed to inform me about), and i have had the car less than a week, and have to replace a wheel bearing on the driver side (which is running me $930) and the timing cover is leaking (which was ALSO not told to me).I feel lied to by this company and was told by the salesperson "It was possible that at the time of the inspection everything checked out. Also a large concern was fixing the body work of the car. I know this isnt the best case to hear but with it being a much older car, there is always the possibility of something happening". IVE DRIVEN THE *** FOR 35 MILES!!!!!!Business response
07/05/2023
To Whom it May *********************** have been in contact with **************** since finding out that he was experiencing difficulties with his vehicle that was purchased from us on 5/13/2023. We offered for him to bring the vehicle back to us so that our technicians could take a look and diagnose ******************** concerns. He acknowledged the offer and suggested he would get back to us to schedule a time to do so, and we are still waiting to hear back from ****************. At that time, he wanted the wheel bearings replaced by the mechanic he chose to take the vehicle to, so we even agreed to pay for the repair. We sent him a reimbursement check for the expense of that repair. I attached that documentation for you to review. Based on his positive response and the fact that we had not heard back from the client, we assumed he was satisfied and happy with his new vehicle.
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