Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Audi Fort Worth. I am highly dissatisfied with the service I received, including poor communication, mishandling of my vehicle, and a lack of accountability for the missing foam insulation after my vehicle was serviced. I feel bullied and treated rudely by their ******** December 2024, I brought my **** Q7 for an oil change. Afterward, I discovered an oil leak caused by damage to the oil filter housing by their technician. Audi Fort Worth repaired the damage in February 2025. However, when I got my vehicle back, I noticed the engine cover foam insulation, which was intact, always attached when I dropped it off, was missing. This insulation is essential for engine heat management and noise reduction.I immediately contacted Service ******************** ****** and requested the return or replacement of the insulation. Despite my repeated attempts, Audi Fort Worth refused to take responsibility. Their response was dismissive and ************** is a summary of my communication with Audi Fort Worth:Feb 18, 2025: I emailed Ms. ****** about the missing insulation and requested its return or replacement.Feb 26, 2025: Ms. ****** replied, stating the insulation was not removed during the service and refused further assistance.Mar 3, 2025: I followed up, expressing frustration, but Ms. ****** again denied responsibility.Mar 3, 2025: I spoke with GM *****, who was incredibly rude, dismissive, and unwilling to help resolve the issue.Desired Resolution:I request Audi Fort Worth either locate the missing insulation or replace it at no cost to me. Their refusal to assist and the rude treatment I've received have damaged my trust in their service.I hope the Better Business Bureau can help resolve this matter promptly.Sincerely,Sunny Moon Phone: ************

  Business Response

  Date: 03/22/2025

  To Whom It May Concern: We have treated Mr. **** very fair, we took responsibility for a repair that we may or may not have cracked, due to the age of the vehicle It is a 2014 **** Q7 with 174k miles. He is claiming my technician removed the foam insulation that is attached to the engine cover, my technician did not remove the cover than scrape the foam off , there is absolutely no reason this would have happened, that foam usually deteriorates with time due to the heat it is exposed to. We have explained that to him, and he will not accept it. We have stopped communication with him due to him threating to sue us. His vehicle does need numerous repairs we have recommended, but he has declined all. We will always take responsibility for our mistakes but at this point this is not about the money the cover cost, it's about him taking advantage of the situation. 

  He has emailed our GM, put a ****** review up on us, filed litigation, and contacted corporate over this cover. We will not do further business with him.

   

  Thank you,

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

   

  Customer Answer

  Date: 03/22/2025

  Dear *************** am writing in response to the previous communication regarding my complaint (Case #********). I must respectfully reject the response provided, as I feel the treatment I received from Audi Fort Worth is unacceptable.
  For the last 10 years of owning my vehicle, I have never experienced an oil leak. The issue only began immediately after the oil change in December 2024. It is troubling that, despite this, I, as the customer, am being treated unfairly. The dealership has even informed me that they will no longer service my vehicle, and I am not welcome at their premises, which is highly concerning.
  The dealership had acknowledged the oil leak issue and accepted responsibility for it. Below is the email from the Service Manager accepting ownership:
  
  Email from ******** ****** ************************start="982" data-end="985">"Hello ******************start="1001" data-end="1004">I am going to go ahead and order the part and get this repaired. I could see where we could have damaged it.
  Does that sound fair?
  Thank you,
  ******** ******
  Service Manager, Audi Fort Worth
  ************"
  
  While I appreciated their help in addressing the oil leak, upon receiving my car back after the repair, I discovered that the insulation had been removed from the engine cover. When I contacted the service manager regarding this, I received a rude response instead of a constructive solution. Below is her email:
  
  Email from ******** ****** ************************start="1594" data-end="1597">"******************start="1607" data-end="1610">As per our previous conversation, we are not going to participate in this repair. There is no reason that foam insulation would have been taken apart from the cover in any repairs that were made here at Audi Fort Worth.
  Thank you,
  ******** ******
  Service Manager, Audi Fort Worth
  ************
  *******************************************************************"
  
  Furthermore, the General Managers behavior was extremely rude and aggressive over the phone. He mentioned that if I purchased an SQ7 from their dealership, he would pay for the insulation. However, given the treatment I've received, I no longer wish to make any further purchases from Audi Fort Worth.
  Additionally, I recently experienced an issue with the brakes, which were poorly repaired by their technicians. This led to excessive noise from the rear passenger side wheel. I took my vehicle to another **** dealership, where they found that the spring holding the brake had come off, and they were able to fix it. I was told by Audi Fort Worth that their technicians were inexperienced, as this is a new dealership and they were still learning how to service **** vehicles properly.
  When I received my car back after the oil leak repair, I was informed that I would need to pay $15,000 to fix an upper oil pan oil leak. However, when I took my car to a different **** dealership, they confirmed that no such oil leak exists, which has further raised concerns about the quality of service at Audi Fort Worth.
  I am well within my rights to pursue alternative complaint channels in order to resolve the issue regarding the missing insulation from my engine cover. There is no reason for it to have gone missing during the oil leak repair, and I strongly believe Audi Fort Worth should take responsibility for replacing it.
  I kindly request that Audi Fort Worth take the necessary steps to locate or replace the missing insulation. Given that they may have video recordings of their service area, I hope this can be tracked down efficiently.
  I would sincerely appreciate your prompt attention to this matter and look forward to a resolution.
  Thank you for your time and consideration.
  Sincerely,
  ****** ****
  

   

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We dropped our car off for service. After service was complete, an employee drove the car on the highway and was involved in an accident, causing serious damage to the vehicle. Police report states it was not his fault. Why was a 22 year old employee driving it on the highway, when he was not the one repairing the vehicle. The dealership says I need to contact the other insurance company and file the claim. They should be responsible for the damage regardless of who is at fault. We entrusted them with our vehicle and they let us down.

  Business Response

  Date: 09/25/2024

  To whom it may concern, 

  We are facilitating the repairs and dealing with the insurance companies involved, our technicians age is irrelevant, he is of driving age and has a current driver's license. Every employee is covered under our company's insurance policy as well. We regularly perform repairs to our vehicles and perform a road test/test drive to assure repairs are made correctly prior to the release of the vehicle. 

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Porsche Panamera Turbo from the company on 8/20/24. At the time of purchase, there were no indicators on the vehicle that any of the mechanical components of the vehicle were malfunctioning or in need of maintenance or repairs. I test drove the vehicle and determined there were no issues that I could visibly see. The salesman, ***** *******, assured me that **** of Fort Worth had performed a multipoint inspection on the vehicle and that everything was working/functioning as it should. He even provided the dealerships service records of the vehicle after it had been purchased showing that they completed the inspection, and that he claimed the vehicle was "clean" and that **** didn't need to perform any service or repairs to the vehicle before listing it for sale due to the condition of the vehicle.On Friday, 8/23/24, after driving the vehicle for less than 400 miles, the check engine light came on alerting me of an engine fault. I took the vehicle in to my local ******* dealer to have this inspected. The ******* dealer then told me that the vehicle needed over $12,000 worth of repairs. Obviously, I was shocked and was misled by the dealer regarding the condition of the vehicle. The Porsche technicians agreed that these problems would've been seen by any competent mechanic (should've been caught and fixed by **** during their inspection), and that these problems were an issue for some time.I purchased a Platinum extended warranty at time of purchase of the vehicle, and they refuse to pay for the repairs as they have also determined that the issues were preexisting. **** of Fort Worth lied about the condition of the vehicle, and Porsche suspects that may have tried to temporary disable the check engine light to make it appear to the customer that the vehicle was running as intended.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used car from Audi Fort Worth in June 2023, and I was told that the car was in great shape and had no leaks. As I was buying the car, the sales manager *************************** promised me that the car had no leaks, and I emphasized that I needed a car with no leaks so I could get to work. **** told me that he couldnt negotiate on the price (and it was above market) because they had fixed a bunch of different stuff in the car. What I didnt know, and he also didnt say, was that they had fixed just the passenger upper timing cover, but they didnt fix the drivers side. So as soon as I drove the car home, the car started leaking and somehow the rigged fuel line came off. In the same week that bought the car, I had to change the oil. Two weeks later I had to change the oil again. So, I took the car back to Audi and I was told that I needed to change the driver-side upper timing cover and that the leak would stop. I left the car there for three weeks and I was told the car was fixed. On the same week that I got the car back, three days later, my wife and I were coming back from work and almost got in an accident because the steering wheel locked, and the car was unresponsive. Luckily my husband managed to get off the highway to the access road and stop the car. Again, we had to tow the car back to the dealership, and, the leak was not fixed, the coolant or oil found another weak point, and got into the pulleys which made the timing belt come off. Now I need to fix, the thermostat (that was damaged because of the leak) and other parts of the car. I called to talk to *****************************, the Service manager and she didnt care that it almost cost our lives, she even did try to make it right. Just said that if I want the car repaired, I will have to pay for it because I bought a used car. A used car that has been serviced in the same dealership where I bought it. She also said that her technicians cant drive the cars to make sure the issue is fixed because they have many cars to fix. Again, she didnt care that something serious could have happened because it was a used car. I paid $16,000 for the car. Had to spend another $2,000 between parts and tows and need to pay another $3,500 to fix the car, which I was told that even if I pay to fix the car, it won't be fixed. If I sell I just get $5,000. Do not buy car from this place, much less used, because an used car is not worth their time.

  Business Response

  Date: 03/26/2024

  TO WHOM IT MAY CONCERN, 

  The client purchased this vehicle in June 2023. The first time this vehicle came in for any concerns was in Nov 24,2023, so they had the vehicle for 5 months and put 3062 miles on it. She came in with an oil leak we found the oil leak and called it in to her extended warranty that she purchased. We repaired the fuel issue with no cost to her, so the only thing she was out of pocket was her ****** deductible and the price of the battery ****** , which is not covered under her ext warranty. She then called in with a steering issue (01/03/24), which I ADVISED her to tow the vehicle in but vehicle was not brought in until 1/19/24. She had the vehicle at ********************* 01/04/24 and contacted us again on 01/08/24 saying the vehicle has an awful noise now. Client stated vehicle was still being driven with the concerns that she knew about, stating vehicle shut off on her (because belt fell of pulleys) then driving vehicle again a few days later saying the steering locked up on her husband. The vehicle has been here since 1/19/24 and we have diagnosed the vehicle with a need of a thermostat and water pump and a main drive belt and tensioner, which was caused from the thermostat and water pump leaking onto the serpentine belts, which we did not have back in December, no coolant leaks at that time nor any oil leaks when the vehicle was released to her. Her extended warranty is only covering certain items (water pump only, no bolts/hardware and partial labor) and the client feels she should not pay anything. I have explained to her this is a 10-year-old vehicle with high miles (over 130k). Like all vehicles, we cannot guarantee repairing it and it won't have ANY other repairs needed due to the age and mileage of the vehicle. She is not happy with this, and we understand, we have offered to assist with a discounted rate ($100 per hour instead of our standard $240 per hour), she has not reached out to us, the vehicle has been here a total of 67 days as of today waiting on her response.

  Customer Answer

  Date: 04/02/2024

  Complaint: 21408320
  
  I am rejecting this response because: 

  Of course, I bought the car to go to work. I work less than 5 miles from my house, so yes it would have some miles. *** reason I didnt take it back before is because I didnt think the car leaked. After all, the sales manager GUARANTEED me that there were no leaks and that I didnt need to worry about that. ***y didnt find a leak; the car was leaking. *** car leaked the passenger side upper timing cover that it was resealed and because it was not driven enough to make sure that the oil wouldnt escape anywhere else, the car was not properly fixed. I had to find a toll truck that wouldnt charge me $500 to tow back to the dealership because I had already used the insurance truck in November, the insurance just covers the first 7 miles, and I live 53 miles away from the dealership. I didnt take the car to *********************, as I mentioned, the car was not drivable, and it was parked in my carport until I found a toll truck a little cheaper to take the car back. I went to the ************* to see if they could look at the car and I was told that because Audi Fort Worth started working on the car and because the car is now 10 years old, they wouldnt touch the car. Again, I did not drive the car there, because the car was not drivable.Client stated vehicle was still being driven with the concerns that she knew about, stating vehicle shut off on her (because belt fell of pulleys) then driving vehicle again a few days later saying the steering locked up on her husband. This is a false statement. *** same week that I got the car back from the dealership, the car shut off on us. I towed back home, less than 5 miles from work, to where the noise started. *** Audi technician told me that the recommended miles to make sure the oil doesnt escape somewhere else was 50 to 60 miles (basically the same miles that I had to drive before it shut off on us) and that oil leaked through the thermostat and other parts of the car which cause the belts fell off the pulleys,  I never said that I was not going to pay,however, the service manager said that because the technicians dont have time,they wouldnt drive the car on the recommended miles to make sure I can have a drivable car and that I am not afraid to drive the car. So even If I pay almost $3500 the car wont be fixed because it will not be driven enough to make sure I have a safe car. I drove my child in that car and the fact that my safety is not important to the manager is a concern to me. I believe in what the technician told me, not in the manager's cutting corners excuses. So as the technician's recommendations were not and will not be followed, the service provided does not warranty my familys safety and most likely will break again. Unfortunately, the technicians just follow orders, and orders from people who dont care about the safety of their customers. I am still fighting with the extended warranty to cover the parts, because it was caused by a covered part, that is why the car is still there, and I am paying uber to go to work and to come back, on top of paying my monthly payment for a car that stopped more during the 8 months that I owned than work. This dealership is not trustworthy because neither the sales team or the service team will provide a satisfactory experience. Just a terrible experience for a person that bought his first car. 

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

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of transcation July 3rd, 2023, I paid $3,400.00. The business committed to provide that the car was in good condition. The nature of the DISPUTE is I told the General Manager, Sale Manager, Finace Manager and Sales Dealer that some was wrong with the car. It was making noise under the hood. They looked at the car onserval occasions at first they didn't know what was wrong with the car. The last time I went for them to look at the car the GENERAL MANAGER with 2 other people drove the car. He sat me down and said the car was to old and I would not put no money into fixing the car. The issue is that the General Manager looked at me and said *********** will not put 1500 or 2000 dollars in to that car because it is to old and he had said that there was a service check done and knew the car had something wrong with it. There was something wrong with the motor and the transmission.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my car at 7:30am 09/18/23. The windshield was in perfect condition; no cracks or chips. At 10:32am on 09/18/23 I received a report from audi noting the windshield in perfect condition (attached) but other repairs needed to be done. At 5:30pm when I picked up my car there was a large crack in the windshield. Damage was done at Audi of fort worth. I would like them to pay for the damage or replace the windshield. Next day I received a quote of $2839.38 to repair the windshield. New report is dated 09/19 marking damage to the windshield. Please note the date on that report of 09/19, the day after I picked up the car.

  Business Response

  Date: 09/20/2023

  Good Morning *****************,

   

       I spoke *********************** the afternoon she picked up her vehicle, She did have a rock chip at the bottom of her windshield prior to us working on the vehicle. I explained to her the imperfection in the glass (rock chip) does have the potential to run (start to crack) at any time , car wash (temp change), us lifting her vehicle on the lift to work on it (body flex). She explained that this was still not her fault, which I explained it is no one fault, other than the fact that she had a rock chip she was not aware of. We should have made that aware to her at time of drop off, at time of walk around (which my employee failed to do). I apologized and at that time she made a suggestion for us to split the cost.

  I agreed to that, not because we caused it, but because my employee did not follow the process of time of drop off. She agreed to bringing the vehicle back and getting this completed.

  However, since then she has changed her mind on her offer, she has spoken to my GM ******************, We have discussed this and agreed to pay the entire bill. (in *** of customer satisfaction) and have taken this experience as a training tool ,(the importance of following the process)

  Thank you, please let me know if there is anything else I need to do.

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

  Audi Forth Worth Service Director

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

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:

  Audi of Fort Worth has scheduled a time replace the windshield at no cost to me on 09/28/2023. As long as they follow through I am satisified with their response. The winshield was not damaged at the time it was dropped off. I appreciate your assistance. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have politely asked, begged, and pleaded with this dealership to stop harassing me with their marketing postcards and letters in the US postal mail. I have politely asked and begged their other Group 1 Auto Audi dealerhships to do the same: leave us alone and honor and respect our right to privacy. I have talked with this company's marketing management and have been told they have removed us from all marketing. It's a lie. I have also filed complaints with Audi of ******* as well, who claims they have no control over their dealerships. Every time I receive this unwanted form of communication it is addressed from Audi Fort Worth, or Audi Grapevine. The only Group 1 Auto Audi dealerships that are behaving like this. I would like it to go on record with the BBB, and maybe the BBB can help finally put a stop to this? My only other recourse is the legal system which I have been trying to avoid. Thank you.

  Business Response

  Date: 10/12/2022

  Hello *****************,

   

  I have forwarded this complaint over to our digital marketing department to have all his information removed. They service their vehicle with ***************** and the wife's email is in the system *********************************************.  

   

  Our apologies,

   

  
   *****************************
   Service Manager
    Audi Fort Worth
    ************
  *****************************
  
  
  

  Customer Answer

  Date: 10/12/2022

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