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:01/30/2025

  Type:Customer Service 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.

  On November 19, 2024 I leased an **** from Audi Plano. It was an out of state transaction and I completed the paperwork at a local Auto Nation dealership recommended by the Finance Mgr, ****** ****. As agreed, the vehicle was delivered to my home on November 23rd. I began contacting the Dealership on January 9, 2025 to inquire why I hadn't received any notice to pick up my new registration/plates at the local motor vehicle department. I called everyday between the 10th and 16th of January. I was told the new F&I Manager (*******) would call me back, I spoke to the new car Sales Manager (****** *********) who assured me he would reach out to his title clerk and call me back. On January 27, 2025 he sent an email with a copy of the title clerk's response. In response to Marcio's email I requested that he provide other options as waiting 6 to 8 weeks for the paperwork to be processed wasn't acceptable. On January 28th I called the ************************ in ********** but was unable to confirm that they were in possession of the paperwork. The representative, ****** confirmed a 6 to 8 week processing time, without exception.I followed up with a call on the 29th and left a message for ****** to call m back. I called back and spoke to the Title Clerk (*****). She claimed that the paperwork had been received in ********** on January 16th and she had limited ability to assist. She referred the matter to the General Sales Manager (**** ********) and said she would have him call me. Today (January 30th) I called to speak to either ****** or **** and was told by ***** that they were both with a customer and he would have one of them call me back. I called ***********'s customer service number today and was told a "Corporate Specialists" would get back to me within five business days. I left my name, number and the circumstances related to my complaint. Temporary plate expired 01/21/25.I'm still waiting to hear from Audi Plano with an acceptable resolution.

  Customer Answer

  Date: 01/31/2025

  I was contacted by the Dealership's ** and he provided a new temporary registration permit which will expire on March 2, 2025. Since the local motor vehicle department indicated a 6 - 8 week processing time it is possible that the issue will not be resolved before that date. Either another temporary registration permit will be needed or the matter will be concluded.

  

  Business Response

  Date: 02/14/2025

  I reached out to Mr. ********** and was able to provide a temporary tag on January 31st, 2024. I also reached out to NM DMV and was informed they had everything they needed to process Mr. *********** registration but it could **** *-8 weeks to process the title and report any liens. Mr. ********** reached out to me yesterday and let me know that he received his plates and it was processed much quicker than expected however there was an overcharge of $74.89. We have already issued a check for $12.89 so we issued another check to Mr. ********** for $62.00 today for a total of $74.89. At this time Mr. *********** vehicle is registered and payment for the overcharge in registration has been issued and mailed. No further action is needed at this time.

  Customer Answer

  Date: 02/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/04/2024

  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.

  I will like to mention that ******* service manager , ***** their service advisor are great people.. It is just I am stressed out by the quality of work by their technicians.. The dealership do treat me with respect and are very friendly .. I am hoping for a resolution.. I have reached out to them few weeks ago about this issues with no response. I will sincerely appreciate a SOLUTION for a WARRANTY WORK which is BINDING ON THE DEALERSHIP AND ********. I own a 2014 **** Q7 TDI, which was brought to Audi Plano for a pulsation issue with the front brakes. The dealership recommended replacing the front brakes, which I got it done, but the vibration continued. Audi Plano re-did the front brake service, but within one month the same issue returned, particularly at highway speeds and on inclines.Before redoing the front brakes, I was advised to replace the rear brakes, which I did at **** of **********. Despite the 12-month warranty on the service, the issue has not been resolved. The vibration persists, and Ive not received a permanent fix.Desired Resolution:I would like Audi Plano to permanently fix the issue, offer a refund, or provide another suitable remedy under the warranty. I am seeking BBBs assistance to help resolve the matter.

  

  Business Response

  Date: 12/06/2024

  Good afternoon. We are very appreciative of Mr. ****** ******* business and it's unfortunate his Q7 is still having pulsating/vibrating issues with his 2014 **** Q7. Although we can understand his concerns we believe the vibrations are not due to the front brake pads and rotors we installed as pulsating brakes rarely takes place when replacing a vehicle with both new rotors and brake pads. This is something that can be common when only replacing the brake pads as the rotors might be warped or has grooves. That said we replaced the new brake pads and rotors with another brand-new set and the Mr. ******* vehicle is still having the same concerns.  

  I could understand Mr. ******* concerns in regard to the quality of work by our technicians if the work performed was a difficult task and required a high-grade technician to complete the work however the level of difficulty replacing brake pads and rotors is low. Here is the timeline and RO numbers since the brake job was completed:

  8/29/24 - RO# ******client came in and claimed vehicle was pulling after last service but was not able to duplicate concern, client approved front brake job, applied $150 coupon and afterwards cut a check back to the client for $145.67 for ****** discount.

  9/5/24 - RO# ******client came in for an alignment (alignment was performed complimentary for customer satisfaction) / client requested a battery test and quote was provided to replace, client declined battery. Also advised rear brakes needed to be replaced soon, topped off ad blue def fluid no charge

  10/21/24 - RO# *****client stated the brakes were vibrating so we performed a goodwill parts warranty front brake job. We were denied warranty reimbursement from **** as there was no signs of defects on the parts, the client was not charged, and we goodwilled the cost of parts and labor.

  We now have set an appointment with Mr. ***** so we can diagnose his concerns and inspect the brakes. Hopefully we will be able to address his concerns on his next visit.

  Thank you.

   

  Customer Answer

  Date: 12/06/2024

  I am rejecting this response because:   **************** FYI : 
  I hope this message finds you well. I am writing to provide further clarification regarding the ongoing brake vibration issue with my 2014 **** Q7 TDI, which I have brought to Audi Plano for resolution. While I appreciate the efforts of the dealerships management, particularly ***** and *******, in addressing my concerns, I would like to highlight specific factors that may be contributing to the vibration I am experiencing, which I believe stems from the recent brake work performed.
  Issue Overview:
  Despite multiple attempts to resolve the pulsation and vibration issue, particularly at highway speeds and on inclines, I continue to experience the same problem after the dealership replaced the front and rear brake pads and rotors. These vibrations are most noticeable when applying the brakes, especially at higher speeds, and seem to worsen during certain driving conditions.
  Reason for Filing the BBB Complaint:
  I would like to clarify that I did not initially intend to file a complaint with the Better Business Bureau (BBB). I first reached out to Audi Plano via email almost a month ago to resolve this issue. However, I did not receive any response to my inquiries. While I understand there could have been a possibility that my emails were missed or not read, the lack of response and follow-up led me to escalate the matter by filing this complaint with the BBB.
  I believe that by involving the BBB, I can facilitate a more effective resolution to this ongoing issue, which has been a source of significant inconvenience for me.
  Possible Causes of Vibration:
  After considering the circumstances and seeking further insight into the issue, I believe the root cause of the persistent vibration may indeed be linked to the recent brake work performed on my vehicle. Below are several potential reasons why the brakes could be causing the vibration:
  Warped or Incorrectly Installed Rotors:
  Even though Audi Plano replaced the front brake pads and rotors, it is possible that the new rotors could have been improperly installed or were of substandard quality. Warped rotors can develop during the manufacturing process or from improper handling and installation. When rotors are warped, they cause an uneven braking surface, which can lead to a pulsating vibration when the brakes are applied, especially at higher speeds or on inclines.
  Example: If the rotors were improperly machined or didn't meet factory specifications, they may cause uneven contact with the brake pads, leading to vibrations in the steering wheel.
  Brake Pad Quality or Installation:
  If the brake pads installed were of poor quality or not installed correctly, they could fail to create an even contact surface with the rotors. This can cause uneven pad wear, which leads to vibrations when braking. It is crucial that the brake pads are not only of high quality but are also properly aligned with the rotors.
  Example: Low-quality or improperly installed brake pads can create hot spots on the rotor surface, leading to uneven braking pressure and subsequent vibrations.
  Brake Caliper or Component Issues:
  Another potential cause could be the brake calipers or associated components. If the calipers are not functioning properly or are sticking, they could cause uneven brake force application, which could result in vibrations. This is particularly noticeable at higher speeds when the braking force becomes more pronounced.
  Unmatched Brake Components:
  If the front and rear brake components are not matched properly in terms of brand, quality, or wear, this can also lead to an imbalance in braking performance. This imbalance can result in vibrations felt through the steering wheel, as the system struggles to apply even force across all braking surfaces.
  Improper Rotor Surface or Hub Mounting:
  Sometimes, if the surfaces where the rotors mount to the hub are not cleaned properly or if theres any rust or debris, the rotor may not seat properly. This misalignment can also cause uneven braking pressure, leading to the vibration you feel when applying the brakes.
  Acknowledging the Dealerships Efforts:
  I want to take a moment to acknowledge that Audi Plano has always been extremely accommodating and respectful towards me. The service managers, Bryan and *******, have consistently demonstrated professionalism and a commitment to ensuring my concerns are addressed. They have been highly responsive and have gone out of their way to offer assistance, including performing the brake work under goodwill when warranty reimbursement was denied by ********. I truly appreciate the respectful and friendly approach the entire team has taken in managing this issue.
  Request for Further Assistance:
  I believe that these issues with the brake system need to be fully addressed, as the vibration persists despite several attempts to repair the problem. I respectfully request that the dealership conduct a more thorough investigation into the brake components, particularly the possibility of warped rotors, improper brake pad installation, or other related issues. I am confident that a permanent solution can be found, and I appreciate any further assistance in this matter.
  Thank you for your attention to this issue. I remain hopeful that Audi Plano will resolve the problem and look forward to a favorable outcome.
  Further more they have booked a Dec 19th appointment for me with a loaner car , I will appreciate if they can please accommodate me earlier . it will be very helpful to me.  I can drop off my car any day next week. 
  
  thanks Vikram 

  

  Business Response

  Date: 12/07/2024

  Mr. ***** - I understand your concerns and I'm happy to hear that you recognize that ****** ******** and ***** have always been accommodating and provided you with excellent service. Your response led me to look further into your history here and the records show that almost every service you have completed with us this year you have requested a refund or a partial refund. You have made several comments over the past year that is concerning and would like to discuss in more details either in person or via telephone. Here are some of the items we would like to discuss.
  
  March 1, 2024 - You left us a 1 star ****** review upset with us because we didn't inform you when your extended warranty was going to expire, and you had concerns prior to the expiration date that we were unable to duplicate. You then paid to complete the repair, but you shortly after made a complaint with **** of America requesting Audi Plano refunds you for the repair.

  April 15th, 2024 performed rotate/ balance, provided 20% discount

  July 1st, 2024 - Performed ******* mile service, applied $150 discount

  August 28th, 2024 - We issued a refund for repairs not fixing vibration. You also made claims that we broke your wheel lock key, and we do not use clients wheel lock keys, we have a master wheel lock key.

  August 29th, 2024 - You claimed vehicle was pulling after last service, but we were not able to duplicate concern, you approved front brake job, applied $150 coupon. Afterwards you reached out to ****** advising the 15% coupon was not honored on our end. We submitted a check on 11/15/24 for additional $145.67 refund.

  September 5th, 2024 - You came in for an alignment (alignment was performed complimentary for customer satisfaction), you requested a battery test and quote was provided to replace, you declined battery. Advised rear brakes needed to be replaced soon, topped off ad blue def fluid no charge

  October 21st  2024 - You stated the brakes were vibrating so we performed a goodwill warranty parts warranty front brake job, found that rear brakes were replaced elsewhere that were declined here twice.

  October 25th, 2024 - Received the email regarding the recently replaced rotors claiming they are cracked, which was found to be not true

  October 26th , 2024 - You left us another 1 star ****** review saying you don't trust our service repair work and uploaded pictures claiming the brakes installed were cracked.

  December 5th, 2024 - You made a formal BBB complaint stating that we need to replace your brakes and Audi Plano and ******** need to honor the warranty work, with a dispute of ~$2,000.

  Please note that you had a vibration/pulsation prior to replacing your brakes. There are different factors that could cause vibrations and completing a rotate, balancing, and road force test eliminated that possibility. We recommended a brake job multiple times and in July 2024 because the pads in both front and rear were very low. Completing a brake job was a possible solution to the vibration you are experiencing but was recommended regardless as they needed to be replaced with little remaining pad life.

  In conclusion - We have received two 1-star reviews for different issues, and a formal BBB complaint from you this year. You have requested goodwill and/or a refund on multiple different repairs and issues such as: EGR repair, road force rotate and balance, broken wheel lock key, complimentary alignment, new set of front brakes, and now an additional set of brakes.

  We are happy to schedule an appointment to discuss this matter and inspect your vehicle sooner. If easier, please email me @ ********************************* and we can coordinate a time to meet or discuss over the phone.
  
  Sincerely.

  Customer Answer

  Date: 12/07/2024

  I am rejecting this response because:   I would like to take this opportunity to provide a thorough clarification and UNFAIR  allegations by AUDI PLANO TO A  VERY LOYAL **** CUSTOMER WHO BOUGHT TWO BRAND NEW AUDIS SUVS ..in the last 10 years, and looking to buy one more soon. 
  FYI:  Regarding the *** valve issue and the confusion surrounding the warranty coverage and subsequent ***air charges.
  Timeline of the *********************************** and Subsequent Issue: In August 2023, I had a major service performed on my **** Q7 at Audi Plano. A few weeks after this service, around October 2023, I began to hear a strange popping noise during cold starts. The noise was persistent and clearly abnormal. I immediately ***orted this issue to *****, sharing several video clips of the sound. After some back-and-forth, I left my Q7 at the dealership multiple times for diagnosis. Unfortunately, the dealership was unable to duplicate the issue initially, and I was left uncertain about the cause of the noise.
  Identification of the *** Valve Issue: After several attempts, Bryan suggested we stage the vehicle at the dealership to help pinpoint the problem. In January 2024, during a visit where I was present with *****, the shop *******, and the technician, we were finally able to ***licate the popping noise. It was then confirmed by the shop foreman that the issue was caused by the *** valve.
  The ******* further assured me that this problem would be covered under the extended emissions warranty, as the *** valve issue is related to the emissions system, and that I should not worry about the ***airs. He even mentioned that he had the same Q7 TDI model and was familiar with this issue.
  Unexpected Warranty Expiration: However, shortly few days after, Bryan informed me that my extended emissions warranty had expired just a few days before the diagnosis, which was a huge disappointment. Despite the timing, Bryan reassured me that he would attempt to have the ***air covered under the warranty.
  **** USA informed ***** that, since my vehicle was originally a Canadian car, the responsibility for warranty claims lay with **** Canada. ***** and I then reached out to **** ******, me and ***** spoke with **** Canada *** who told ***** to email them Service ***air order , eventually **** Canada informed me that the warranty ***air would not be covered because my vehicle was a few days past the EXTENDED EMISSIONS WARRANTY expiration date OF JANUARY 2024. 
  Goodwill Gesture from Audi Plano: Given the situation, I want to express my sincere appreciation to Audi Plano for covering the labor costs for the *** valve ***lacement as a gesture of goodwill. This gesture was much appreciated, and I am grateful for the dealership's commitment to customer service. I had never intended to request any money from Audi Plano for the parts or the ***air itself, but rather I was hoping that **** Canada would step in to cover the costs, given that the issue was clearly identified while the vehicle was still under warranty. 
  

  Frustration with ****s CANADA Response:
  As a result of the ongoing emissions issues, which I have been dealing with since purchasing the vehicle, I was seeking compensation from **** Canada for the *** valve ***airs. I was advised by the lawyers office who handled  the class-action lawsuit in ****** regarding ****s diesel emissions issues that, since I had ***orted the problem before the warranty expired, I should be entitled to reimbursement under the extended emissions warranty.
  I reached out to **** Canada IN JUNE 2024 , After multiple discussions with **** Canada, I was told that, since my vehicle is now registered in the ***** I would have to address any potential refund through **** USA. So **** Canada referred my Warranty Claim to **** ***.. THIS IS FOR BBB AND AUDI PLANO ( Given that you now reside in *****************, our colleagues and dealers in the ** are responsible for diagnosis, ***airs, and warranty. The opposite is the case when someone moves from the ** to *******Best regards, Glen ****** **** Canada)..

   Someone from **** USA contacted me and promised to make my experience better, the *** told me that SHE WILL CONNECT WITH THEIR WARRANTY DEPARTMENT AND SEE IF I CAN BE REFUNDED FOR THE *** VALVE ***airs.

  FYI: ( I am currently in contact with our warranty team looking into opportunities to assist you. However one of the individuals whose expertise I rely upon was out of office this week. They return on Monday, so I am hoping to have an update for you no later than end of day Wednesday. I really appreciate your patience, Vikram, as I know you are eager to hear our feedback.
  I look forward to speaking to you again soon.
  Kind regards,
  ******* *.
  Executive Case Specialist )

   I was never told by them that they will try to get refund from Audi Plano .. in the end the *** who took few months to get back to me told me that even though I ***orted the issues which lead to *** Valve ***lacement as a part of extended emissions warranty they wont refund, I was disappointed but I want to move forward.. 

  The key point is I never asked for *** Valve ***airs refund from the AUDI PLANO DEALERSHIP , THEY ARE GOOD PEOPLE WORKING AT THE DEALERSHIP , in all Fairness I was trying to get refund from **** Canada ONLY because I was told by the lawyer who ***resented clients for **** DIESEL GATE class action lawsuit  that I should be able to get the refund as a part of the settlement. All the **** Dealership and ******** and ****** knows how much trouble owners for the emissions modification cars have faced with numerous ***airs after the emission modification.
  My Intentions:
  To clarify, I never intended to seek a refund for the ***air directly from Audi Plano. My only objective was to have **** Canada cover the costs of the *** valve ***air under the extended emissions warranty, as the issue was ***orted while the warranty was still in effect. I am fully aware that ****, as a company, has faced significant issues with the emissions modifications that were applied to many of their vehicles, including my Q7, and I believe that **** should take responsibility for the inconvenience and expenses caused by these issues.
  As I mentioned earlier, Audi Plano has been professional and accommodating throughout this process, and I do not hold the dealership responsible for the lack of warranty coverage. My frustration lies with the broader issue surrounding ****s emissions modifications and the way they have handled the warranty claims.
  Conclusion:
  I hope this provides clarity regarding my intentions and the situation surrounding the *** valve ***lacement. I continue to appreciate the respect and professionalism shown by Audi Plano, particularly by *****, 

  I will add more soon to my complaint regards other allegations by Audi Plano. 

   

  vikram 

  Customer Answer

  Date: 12/08/2024

  1: AUDI PLANO : April 15th, 2024 performed rotate/ balance, provided 20% discount 
  
  VIKRAM M: I do want clarify that I never received and refund for not fixing vibration, FYI: I came to get wheel balance to AUDI Plano because to save time, I got tires from ****** , instead of waiting hours at ****** for free wheel balance , I paid for this service to Audi Plano , which was not done properly and in the end I had to take my car to ****** to get the wheel Balance , because Audi Plano was not able to properly perform the wheel balance on my car.. I ***orted this to their service advisor and ***** they know it . 
  
  VIKRAM M : **************** 15% discount is because as a ****** member I am entitled to  15% discount coupon for service at any **** Dealership in ***  which I presented at the time of Service.. 
  
  2: AUDI PLANO : Afterwards you reached out to ****** advising the 15% coupon was not honored on our end.  We submitted a check on 11/15/24 for additional $145.67 refund. 
  
  
  VIKRAM M : I do want to let AUDI PLANO KNOW that ****** USA OFFICE contacted me and send me a SURVEY to make sure the integrity of their ****** MEMBER AUTO PROGRAM 15% discount at various dealership  is applied .. I never contacted them. They are the one who contacted me several times. FYI: 

   Dear ****** *****,

  Thank you for using the ****** Auto Program. During our conversation, you indicated you were unsure whether you received the ****** parts and service benefit discount. If you would like us to review your ***air order at Audi Plano, please include all the relevant paperwork to:
  Fax:
  **************
  Attn: ****** Lawrence 
  Scan:
  ******************************************************************
  Mail:
  ****** Auto Program
  Attn: ****** ********
  ******************************************************************************************************************************;
  Once we have received all the necessary documents, the review process will take seven to ten business days to complete. After our review is finished, we will contact you with the results.
  If you have any questions or additional feedback, please contact me at *****************************.
  Sincerely, 
  ****** Lawrence 
  
  
  They are they one who send me a survey asking me if I got the discount for 15% at both **** Dealerships .. I told them I am not sure if I got the 15% discount on all my services as I did not have the invoice with me to confirm this,  that is why I got refunded from Audi Plano because I never got 15% discount as a member of ****** auto program.  FYI: I never received the check from AUDI PLANO TILL DATE. 
  
  
  3: AUDI PLANO : August 28th, 2024 - We issued a refund for ***airs not fixing vibration. You also made claims that we broke your wheel lock key, and we do not use clients wheel lock keys, we have a master wheel lock key. 
  
  VIKRAM M: I do want clarify that I never received and refund for not fixing vibration, FYI: I came to get wheel balance to AUDI Plano because to save time, I got tires from ****** , instead of waiting hours at ****** for free wheel balance , I paid for this service to Audi Plano , which was not done properly and in the end I had to take my car to ****** to get the wheel Balance , because Audi Plano was not able to properly perform the wheel balance on my car..  When I took my Q7 to ****** for wheel balance , few days after Audi Plano did wheel balance , which anyways did not fix the issues at the time,  the ****** *** told me that someone broke your wheel lock , I told them that last time the Audi Plano was the one who tired to balance the wheels in my Q7.. 
  
  
  So I assumed that while removing the tires Audi Plano TEC  might have broken the wheel lock, it was not intentional for me to blame them period.. 
  
  Further more one time  Refund that I was given was for passenger door adjustment that was done without my knowledge and in the end I was charged but it was not fixed and I was told to take my Q7 to a body shop..as they couldnt fix the door for me.. 
  
  
  4: AUDI PLANO August 29th, 2024 - You claimed vehicle was pulling after last service, but we were not able to duplicate concern, you approved front brake job, applied $150 coupon. 
  
  
  VIKRAM M : Here I ***orted vibration during breaking, I was informed by Audi Plano service advisor that I need new brakes both front and rear to resolve this issues, after the front brakes  were ***laced after few days I started to have vibration while breaking, so I reached out to AUDI PLANO , I came and saw Service Manager who and Shop ****** test drove my Q7 and were able to duplicate the Vibration in the steering during the breaking, I was told by ******* that it could be because of the rear brakes, and once I get the rear brake  ***laced they will cover the front breaks under the warranty .. I wanted to initially get the rear brakes  at **** Plano , but I was offered half price for the same rear break ***lacement at **** of ********** , Although ******* offered to match the price which Fort Worth **** offered me, I just didnt have time to bring my car to Audi Plano, because of my work schedule and travel , I got them at **** in ***************;. 
  
  Although I told Fort Worth **** to ***laced the front breaks under the warranty I dont know why they dont want do warranty work of AUDI PLANO. 
  
  
  5: AUDI PLANO: Advised rear brakes needed to be ***laced soon: 
  
  VIKRAM M : So after the Rear Brakes were ***laced at *************** , Plano **** did perform the warranty work and ***laced the front brakes. again when I started to drive my Q7 after the second brakes ***lacement, after just few days I started to feel the vibration while braking  and I ***orted this to Audi Plano staff, such as ***** and *******.  . I left voicemail also for Bryanand also I spoke with him few days ago...
  
  
  
  6: AUDI PLANO : September 5th, 2024 - You came in for an alignment (alignment was performed complimentary for customer satisfaction), you requested a battery test and quote was provided to ***lace, you declined battery. 
  
  
  VIKRAM M : FYI: I got the battery ***laced two years ago at ************************* and it was under the warranty I gave Plano **** the invoice for the new battery , but I was told they are not sure if it will be covered under the warranty as I got it in ******, Eventually **** ********** was able to ***lace it under the **** Battery warranty.. 
  
  
  7: AUDI PLANO : ADD BLU 
  
  
  VIKRAM M :  FYI after the *** Valve was ***laced I had issue with a strange smell coming from the car, I had to bring my Q7 Back to the Dealership  and it was found that one of the pipe which was part of *** Valve ***lacement was not ***laced and it was giving me warning light like GLO PLUG FAULTY ,
  
  During one of the service it seems ADD BLU was not filled that is why I was getting the ADD BLU warning light .. 
  

  THIS IS MY CONVERSATION WITH THEIR SERVICE ADVISOR :   I should have put a specific job line for ad blue top off

  
  FYI: On May 9th, 2024 
   just hope that the technician did a good job this time .  I hope that they filled the ADD BLU , fixed the glo plug light ?? issues and the chemical smell issues .
  
  I sincerely appreciate your help and support always.
  
  Thank you *****
  
  On Mar 25, 2024, at 11:34?AM, *******, ***** <*************************************************************> wrote: ? I actually think it may need adblue top off; the operation I added on the ticket was for oil change because that was the next maintenance due but I should have put a specific job line for ad blue top off. Not sure about the fertilizer type odor, happy to coordinate refill of adblue and inspection. Sincerely, ***** ******* Service Advisor
  
  
  
  8: AUDI PLANO : October 25th, 2024 - Received the email regarding the recently ***laced rotors claiming they are cracked, which was found to be not true 
  
  
  VIKRAM M:  I want to let Audi Plano and BBB know that I emailed this on October 25th 2024 to various staff of Audi Plano but no one contacted me till date about it , so to claim that what I ***orted is NOT TRUE and also NOT FAIR because no one from Audi Plano has inspected the rotor till date.. I am still waiting for them to inspect it and confirm it is crack or not.. as per the picture evidence that I have submitted to Audi Plano on oct 25th it seems that there is a crack on the passenger side rotor, it could be the reason I am getting lots of vibrations while breaking. 
  
  
  From: SUNNY MOON <****************************>
  Subject: Crack rotors JUST DISAPPOINTED 2nd time now, Imp Break ***air problems. Q7 Vikram
  Date: October 25, 2024 at 5:23:01?PM EDT
  To: ******* **** <**********************************************************>
  Cc: ***** ******* <*************************************************************>, ***** ***** <***********************************************************>
  
  
  Dear *******, how are you? I just want to inform you that, just after driving my Q7 the break problem came back.
  You can understand what I am going through.
  
  Anyone in my situation will be beyond frustrated ??.
  
  I do sincerely appreciate that you ***laced the front breaks under warranty which I got few weeks ago and your dealership had to do warranty work.
  
  Look what you found out a crack in the Front passenger side rotor ,
  
  I dont know if the original **** parts were used to ***lace the breaks to fix the 1st break problem.
  
  
  9 : AUDI PLANO : October 26th , 2024 - You left us another 1 star ****** review saying you don't trust our service ***air work and uploaded pictures claiming the brakes installed were cracked. 
  
  VIKRAM M: This is True because this is the fact and after my review no one contacted me from the dealership till date to address this concern. I am still waiting to get this checked out. 
  
  
  
  10: AUDI PLANO  : December 5th, 2024 - You made a formal BBB complaint stating that we need to ***lace your brakes and Audi Plano and **** USA need to honor the warranty work, with a dispute of ~$2,000. 
  
  
  
  Please note that you had a vibration/pulsation prior to ***lacing your brakes. 
  
  Vikram M:  I ***orted the problem with Audi Plano about the vibration ,while driving NOT BRAKING , it was due to wheel balance issue, Also during my last service I started to feel vibration while BRAKING and I was told that the rotors are bad after my Q7 inspection and as a result I got them ***laced , it got full break job done for the front rotors and pads at AUDI PLANO. 
  
  I am not asking for refund from Audi Plano instead a solution , in case that the front breaks and breaks parts are contributing to this persisting issue and Audi Plano cannot fix this issue then only I am asking for BRAKE  job refund.. But I am hopeful that AUDI PLANO should be able to find a solution soon. 
  
  11: AUDI PLANO : There are different factors that could cause vibrations and completing a rotate, balancing, and road force test eliminated that possibility. We recommended a brake job multiple times and in July 2024 because the pads in both front and rear were very low. Completing a brake job was a possible solution to the vibration you are experiencing but was recommended regardless as they needed to be ***laced with little remaining pad life. In conclusion - 
  
   12: AUDI PLANO We have received two 1-star reviews for different issues, and a formal BBB complaint from you this year. 
  
  You have requested goodwill and/or a refund on multiple different ***airs and issues such as: *** ***air, road force rotate and balance, broken wheel lock key, complimentary alignment, new set of front brakes, and now an additional set of brakes. 
  
  We are happy to schedule an appointment to discuss this matter and inspect your vehicle sooner. If easier, please email me @ ********************************* and we can coordinate a time to meet or discuss over the phone.
  
  VIKRAM M:  ANSWERS TO 11 & 12 AND OTHERS :
  
  A: I am extremely saddened by these allegations that I am looking for, goodwill when I am entitled to ****** member 15% discount which bring customers to **** dealership, FYI: ****** is the one who contacted me about their program for auto service discount at various card manufacturer that collaborate with ****** bring customers to them. 
  They send me a survey asking me about my experience with their program for referral to car manufacturer dealership. 
  
  B: FOR THE *** as I have explained **** RIPPED CLIENTS OFF by selling cars with false information , it was a SCAM pulled by **** its not my fault , I was asking rightful refund from *********** not the dealership, which was denied by **** unfairly, also I never got refund for the wheel balance at Audi Plano even though I paid for it and ultimately ****** had to resolve this issues, also for broken wheel lock I was told by ****** *** that it seems that it was recently broken and they suspect the last time the person who used it could have, I never blamed Audi Plano for it, also I ***orted to them what ****** told me and they ***laced the wheel lock.. 
  
  
  C: I Never got any complimentary wheel alignment from AUDI PLANO, I paid for the wheel alignment as a part of their service package that they sold to me, 
  
  Their employee test drove my Q7 before re-performing this service which was not done properly to begin with. 
  
  
  D:  I trusted AUDI PLANO with my Q7 front brake work, I paid for this service and I am looking for a solution for the brake work not performed as per what I Paid for, 
  
  
  My car is having issues for the steering vibration which was confirmed by their SHOP ****** AND SERVICE MANAGER.  ******* test drove my Q7 and he himself experienced the vibration during applying the brakes after I got my breaks service done at their dealership. That is why they told me after the rear brakes are ***laced, they will warranty the front brakes which they did but ultimately the result is same, I am still where I was when I meet them the last time. 
  
   It is not fun for me to go to plano from ********** to keep getting the breaks ***laced under the warranty .. I dont think anyone will want to ,. 
  
  I had a friend who use to service his SQ5 at this dealership he quit going there because of ***airs to his car were not performed as per his satisfaction, he goes to ******** **** now. 
  
  But all because of ***** I went there. I COULD HAVE MY FRONT BRAKES REPLACED AT **** ********** FOR HALF THE COST , LIKE I DID FOR THE REAR ONES. 
  
  I have no intention for getting FREE WORK on my Q7 ,  I paid for all these services , I wished that the TRUST that I have placed on AUDI PLANO with my Q7 ***airs and service they honor it. 
  
  I could have my front brakes ***laced to being with at ******************, for half the cost what I paid to Audi Plano, but because of ***** and ******* I got my front brake ***laced 

  I trusted AUDI PLANO. 
  
  I hope that I have addressed all the allegation, and this explains my position to AUDI PLANO. I just want them to find the root cause of this issue my car is having while the brake is applied, which started and got worse after the front brakes job was done. I live over 80 miles from the dealership, and I dont have time and intention to keep going back to the dealership by taking time off from my work I hope that they can amicably resolve this problem. 
  
  
  In the end I am sure I am not getting the ***airs and service what I paid for and deserve at this dealership.  

  Customer Answer

  Date: 12/08/2024

  I am writing to provide an explanation regarding my recent complaint filed against Audi Plano concerning persistent brake vibration issues with my 2014 **** Q7. The purpose of this complaint is to address the ongoing and unresolved issue that I have encountered after multiple visits to the dealership for brake-related service.
  Background:
  I first experienced vibration in the steering wheel while driving, which was initially believed to be caused by a wheel balance issue. After having the wheels balanced, the vibration seemed to be resolved. However, shortly after, I began to notice a new vibration specifically during braking, which was particularly noticeable in the steering wheel. Initially, the vibration was minor, but it grew more pronounced with time, , while I took. My Q7 for regular service I informed this issue to their service advisor.
  After the service, I was informed that the front brake pads and rotors needed replacement, which I promptly did, following the dealership's recommendation. For the first few days after the replacement, the vibration seemed to go away, but then it returned and worsened. I brought my vehicle back to Audi Plano, where the service manager and shop foreman test drove the vehicle and confirmed the vibration. They then recommended that I replace the rear brakes to rule out any issue with the front brake job.
  And once the rear breaks are replaced they will warranty the ***** BRAKE JOB, (which they followed through.)
  I followed their advice and had the rear brakes replaced, but the vibration persisted. Audi Plano replaced the front brakes a second time, and again, the vibration disappeared for a few days before returning and worsening once more. Throughout this process, I have followed all of Audi Plano's recommendations and I have spent over $7,000 in regular maintenance and brake services, EGR Valve replacement at this dealership in just one year  
  Despite replacing the front brakes this, issue remains unresolved.
  FYI : Rotor Crack Issue:
  For the clarification , after their replaced the front brakes under the warranty ,  I began noticing the persistent vibration which continued even after the brake replacements. On one occasion, while I was getting gas I noticed that on the top of the passenger side rotor, on the circumstance , there is a  a visible crack on the top, . These are brand new rotors , I immediately became concerned that it might be a contributing factor to the ongoing vibration issue. I reported this to Audi Plano, providing photographic evidence of the crack.
  However, despite submitting the evidence, no one from Audi Plano has followed up with me regarding the crack, nor have they conducted any further inspections to determine if this rotor defect could be causing or contributing to the persistent vibration. As this crack might to be directly linked to the vibration, I really dont know,  I am disappointed by the lack of response and urgency in addressing this matter.
  Reasons for Filing the BBB Complaint:
  Unresolved Vibration Issue: Despite multiple attempts to resolve the vibration by replacing front and rear brakes, the issue has not been fixed. The vibration has returned multiple times after brake replacements, and I believe that Audi Plano has not adequately identified the root cause of the issue.
  Quality of Service and Parts: I am concerned that either the parts being installed are of substandard quality, or the technicians are not following the correct procedures during installation. This issue has persisted for a long time despite my compliance with all of the dealerships recommendations.
  Lack of Communication and Follow-up on Rotor Crack: After discovering the crack in the rotor, I provided photographic evidence to Audi Plano, but I have not received any communication or follow-up from the dealership regarding the matter. The failure to investigate this crack further, especially given its potential role in the vibration issue, is troubling.
  Warranty Expectations: Given that the dealership has performed this work under warranty and the issue remains unresolved, I am requesting that the problem be fully investigated and fixed under the one-year parts and labor warranty. I do not believe that I should have to pay for additional repairs given the ongoing nature of the issue. 
  Request for Resolution:
  I have attempted to resolve this matter directly with Audi Plano by following their advice, but the issue persists, and I have not received the level of customer service or resolution that I expect. I hope that the BBB can assist in facilitating a resolution with Audi Plano, ensuring that my vehicles braking issue, including the rotor crack, is properly addressed and fixed under warranty.
  I sincerely appreciate your attention to this matter and your assistance in helping to resolve this ongoing issue.
  If Audi Plano had serviced my vehicle with 100% perfectionism and addressed the brake vibration issue properly the first time, I would not have felt the need to leave a 1-star review or file an official BBB complaint. The fact that I have followed their advice and spent thousands of dollars on repairs only to have the same issue persist, without receiving proper follow-up or resolution, led me to take this step. I believe I am entitled to a thorough and effective fix, especially under the warranty terms provided by the dealership. Had the service been performed correctly from the beginning, I would not have had to endure the ongoing inconvenience or feel compelled to escalate the matter.   
  In then end I hope that I have addressed all their allegation that were presented to BBB 
  
  
  Vikram 
  
  

  Customer Answer

  Date: 12/08/2024

  Audi Plano and BBB can review these images and a short video which confirmed the steering wheel vibration while applying brakes. 

  Customer Answer

  Date: 12/08/2024

  Dear ********** I would sincerely appreciate if you can please send all my concerns and the new information that I have provided to you , to Audi Plano Dealership concerning my BBB complaint.. 

  I added few more detailed explanations and I hope that they receive it.. 

  thanks for your time and efforts to get my situation resolved. 

  Regards

  vikram 

• Initial Complaint

  Date:10/22/2024

  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 am reaching out to express my concern regarding a recent experience with an **** dealership that I believe warrants your attention.On January 16, 2024, I had the vacuum system and coolant pump replaced at this dealership. However, on October 15, 2024, I brought my car back to the same dealership for an unrelated issue, only to be informed that the vacuum system needed to be replaced again. The dealership quoted a repair cost of $7,000 for this service.Given that the vacuum system was already replaced earlier this year, I find it unreasonable and unacceptable to be told that the same part requires replacement within such a short time frame. The dealership had assured me that the system was repaired just a few months ago, and it raised questions about the quality of the parts or services provided during the initial repair.I am seeking the Better Business Bureau's assistance in addressing this matter and ensuring that the dealership provides a fair and just resolution. I appreciate your attention to this matter and any guidance you can offer.Thank you for your time and support.

  

  Business Response

  Date: 10/22/2024

  Good evening. Although I do understand Mr. ********* concerns and frustration the failed parts should not be considered Audi Plano's fault nor obligation to cover the cost of repairs. Mr. ******* drives significantly more than most individuals so 9-10 months make not be a long time, but the vehicle was driven 22k miles during this time. Mr. ******** vehicle now has 122k miles on it and the brand or Audi Plano can't guarantee mechanical breakdowns as normal wear and tear and risk of ownership heightens the more miles it's been driven. 

  We will review Mr. ******** recent quote and see if we can assist with the cost to help show good faith in appreciation to his loyalty. 

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because:   While Audi Plano suggests that a vehicle with ******* miles may experience more frequent issues, I believe that the premium standards of **** ownership come with reasonable expectations for repair durabilityespecially after a significant $6,000 repair was performed less than a year ago.

  As a long-term, loyal customer who has owned two Audis and entrusted Audi Plano with all my servicing needs since moving to the area in 2016, I rely on Audis reputation for quality and dependability.

  
  In December 2023, I invested in these repairs with the understanding that they would perform reliably for an extended period. My mileage of ****** over 9 months may be above average, but it isnt so excessive that it would reasonably cause premature part failure if the initial repairs were performed effectively. **** is known for manufacturing durable, reliable vehicles, and its not consistent with the brands reputation to expect part malfunctions within 9 months of a major repair.

  
  While I appreciate Audi Planos willingness to review the recent quote, I respectfully request that they cover the full cost of this repair. This would reflect both the quality expectations associated with **** and the trust I have placed in their services over the years.

  

  Business Response

  Date: 10/28/2024

  We have reached out to Mr. ******* and offered a discount on the quote for repairs and Mr. ******* is to let us know how he would like to proceed today. We did explain that the mechanical breakdown isn't a failure due to improper installation and the part came with a 12-month 12k mile warranty from **** which has been exceeded by roughly 10k miles. As frustrating as this can be it is not the dealerships responsibility to cover the cost of mechanical breakdowns of parts that we installed that are beyond the warranties grace period. As you could imagine this would leave the dealership at a great risk given the number of cars we service on a daily basis which is why the part comes with a warranty and why the dealership and 3rd party companies offer extended service contracts to protect owners from potentially costly repairs. The right thing and the best we can do is request **** to review for an exception on the part(s) that is out of warranty and/or offer a discount on the repairs in which we have done both. We also offered to purchase the vehicle from him at fair market value given the cost of repairs are extensive given in comparison to the current value of the vehicle. 

• Initial Complaint

  Date:10/08/2024

  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.

  Did service work but issues still persist. **** refuses to return my calls or emails.Windshield sprayer still does. Not operate and bright light does not operate.

  

  Business Response

  Date: 10/12/2024

  Good afternoon. Mr. ***** came in with 2 concerns: windshield washer sprayers not spraying correctly and the headlights had just been replaced at Caliber Collision and were not adjusted properly.  The technician cleaned and adjusted all 6 washer nozzles for the sprayer concern and found that both headlights were installed improperly. Both headlights were found to be loose, and the technician reinstalled properly and made the proper height adjustments.  We also drove the vehicle multiple times at night to verify that the vehicle was fixed and operating as designed.
  
  Mr. ****** service advisor has been in communication with him and stated that he was out of the country for a couple of weeks in efforts to get Mr. ****** vehicle back in our shop and provide a service loaner to review the client's current concerns as he claims the headlights are adjusted too high now. The service director has reached out to Mr. ***** to assist with answering any concerns and scheduling an appointment for further diagnostics.

  Customer Answer

  Date: 10/13/2024

  I am rejecting this response because:  

  1. I have not received a call from anyone to do anything about the issue. 
  

  2. The issue with the headlights are that the bright lights are not functioning. Nothing was said about anything being too high if anything its still not 100% even like I would expect from *****

  3. Windshield fluid sprayer nozzle on driver side doesnt work at all now.

  4. Told the man the parking sensors are acting up & going off for no reason or with great distance. Stopped my car from moving with nothing in front of it. Has been happening through multiple car washes so its not a dirty sensor. 

  

  Business Response

  Date: 10/15/2024

  Good afternoon. We reached out again this morning with no answer, and we were unable to leave a message as Mr. ****** mailbox is full. We will continue to reach out and he can also call ************ and ask for his advisor or the service manager to schedule a day/time to brin his car back in for further diagnostics. Thank you.

  Customer Answer

  Date: 10/15/2024

  I am rejecting this response because:   

  the work has not been completed or scheduled. I DID finally receive a call but was at work. I have an email that you all have access to which is *****************************. 

   

  No one has returned any calls up until I reached out to BBB. If I would not have done this nobody would help me. I called your service manager direct line and left a message with all my identifying info and never heard back until I submitted this complaint. Bad customer service. I expect to receive unparalleled service in light of the lack of care and attention that you all have given to my vehicle. 

   

  After calling the number that called me ending in (3824) did not answer and I was not able to get ahold of anyone in service. Please reach out via email so we can have record of communication outside of screenshots.

• Initial Complaint

  Date:09/23/2024

  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.

  Bought the 2020 **** explorer on 3/29 from **** auto nation in plano *****. The car had electrical issues that they sent it to **** auto nation in frisco, and they had it for about a month. I got the car back in late ****** beginning of May and then in June the car alarm started randomly going off and the screen would shut off. **** auto nation would not look at it again or try to take it back so they forwarded me to **** in frisco for them to look at it. They would not look at the car because they said it was an after market alarm in the car. I took the car to car toys and they confirmed that there was not an after market alarm in the car. I then took it back to **** frisco and they looked at it and said it was a sensor issue with the alarm. A few weeks later the alarm started going off again so I took the car to **** in ******** Texas and they kept the car for about 2 weeks. They then diagnosed it as a software issue and updated the software. A week and a half later to this date my car shut off at a red light and I had to get it towed to **** in ******** where they couldnt get the car started and are now trying to see what else is wrong with the car. I am now having to pay out of pocket for a rental and Ive tried to call **** and **** in frisco and both places said that they cannot help me. The car does not fall under the Texas lemon law because of the mileage but the **** dealer I bought the car from refuses to help me service the car or reimburse me or trade it out and I have only been able to drive the car for a total of 2 month maybe and I have had it since end of March.

  Customer Answer

  Date: 09/24/2024

  I submitted a complaint to the Audi manufacturing headquarters yesterday evening explaining the situation and they were supposed to follow back up with me and still have not. The headquarters also told me that they don’t know if they will be able to help the situation either since it is the dealers decision and the dealer is still refusing to return calls and voicemails that I have left with managers, and the general manager. Also looking back at what the service advisor told me yesterday when he looked under the hood of the car he said that it appears that the car has been tampered with as far as zip ties on certain parts and a part on the dash which he said could connect with the electrical issues that I have been having. None of that was disclosed to me when i purchased the vehicle and also I was told that that would be taken care of as well when they sent the car to ford frisco in March.

  

  Business Response

  Date: 10/04/2024

  Good afternoon. At the time of sale or within a few days after there was fault codes for TPMS tire sensors, and an active grille shutter in which we agreed to pay for the repairs of $3,530 (See Repair Order attached). From my understanding we haven't heard of any issues since the original repair with the exception on July 9th when the car was brought in for a fault code regarding the Lift Tailgate. Ford Frisco found customers items in the tailgate which caused the error. These items were removed and codes were cleared (see Repair Order Attached). That said we are happy to work with Mr. Parkman and see if we can find an alternative vehicle, a fair offer, and see if we can trade him out and into a different car. We will reach out today. Thanks.

• Initial Complaint

  Date:09/09/2024

  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.

  August 9, 2024 I bought a 2018 ****** Prius 2 from Audi Plano for $18,497.50. The car was delivered to me with 2 key fobs of which one fob did not work. I was told it had a dead battery. When I got home I changed the battery and it still did not work with my car. 1 fob worked but has a physical key in the fob that does not work because it was never laser cut. The fob that does not work is a different model so there is no way it will work. The physical key in the fob is laser cut but does not fit my car. What I want is 1 new fob and 2 physical keys that work with my car. Any reasonable person would think the keys and fobs delivered with the car would work.

  

  Business Response

  Date: 09/11/2024

  Good evening,
  
  When the client raised these concerns, we clarified that we do not typically repair or provide two sets of keys for pre-owned vehicles unless they are **** Certified Pre-Owned or if the previous owner supplied us with two functioning keys. The pricing of the vehicle was determined with consideration of its condition, including the key fobs.
  
  To address Mr. ********* concerns, we offered to contribute $240 towards the resolution (totaling $480). However, Mr. ******* indicated that he would be contacting his lawyer. Since then, we have not received any communication from Mr. ******* until this recent BBB complaint.
  
  We will follow up with Mr. ******* and extend our offer to cover the additional $240 in an effort to resolve his concerns.

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 purchased a new car and traded in my old one at Audi Plano on the same day, August 12th. I paid Audi Plano a total of $45,000 and the actual adjusted amount on the bill was $39,791.81. Audi Plano promised to refund me the difference of $5,208.19 in my overpayment and till now, about three weeks later I have not received the check for it. I have tried to contact my sales and finance people, but my problem has not been resolved. I need my refund check immediately.

  

  Business Response

  Date: 09/06/2024

  Good morning. ********************* purchase was completed on 8/16/2024 and our company policy is wait 10 days after the paperwork is signed. ************ check should have been issued on 8/27/2024 and we failed to get this completed on time. We attempted to print a check multiple times however it was declined from our corporate office due to the check requestor not submitting correctly. This was finally corrected, and the check was issued on 9/4/2024. We will make sure we communicate to ******** to pick up or we will mail out. Attached is a copy of the check.

• Initial Complaint

  Date:07/15/2024

  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.

  On June 17 2024 I brought my vehicle in to be serviced by ***** ******* in which he ***** stated that the diagnosis estimate would be 800 dollars. I trusted ****** word and agreed. Keep in mind this is an estimate and from a previous service with ***** the estimate was 200 dollars. During the follow up communication calls ***** stated that the system *** that dealerships used was hacked and that he ***** would need to manually quote the vehicle for servicing. On the manual inspection report ***** falsified and misrepresented the value numbers by rounding them up as he ***** admitted to this. ***** also notated the same part and labor cost twice totaling ******** Im car repairs for the headlight, air conditioner, check engine light default for fuel pump and other damages. The value repair numbers were also scratched out and marked over to induce inflation on the repair numbers. On July 11 2024 I went to go get the vehicle and ***** charged me 500 dollars for the estimate as I declined the service as the prices were intentionally inflated. ***** never gave me a receipt and also previously stated that I couldnt get a video or a printout due to the cdk hack. Still up until this day no video or multi section printout. ***** also typed up a manual inspection report that shows negligence on his ***** behalf. There other things in association to these deleting practices but there only a certain amount of characters left. Whist picking up the vehicle the vehicle didnt have oil or anti freeze in it, the caps to the Freon hose connectors were off, my headlights were on, and the trunk was open. They had to jump start the car stating that its been sitting and ***** walked away during this period to assist other customers. When I got home my belt on the alternator was off and now my alternator tension and pulley and belt needs repairs. They also tried to get me to sell my car and buy another car from them. The intent was to fix the minor issues and get more money from me.

  

  Business Response

  Date: 07/19/2024

  Good evening. The Service Director has spoken with this client on Monday, July 15th in the afternoon.  ***** and her daughter came in upset about their vehicle's health.  Attached is a typed estimate from our Service Advisor for repairs.  As requested by the client, the Advisor typed the estimate on company letterhead.  After declining our work she took her vehicle to an independent shop and found additional concerns which also included our findings as well.  ***** claims that we caused failures to additional components while it was here being diagnosed and requested that we refund her money for diagnosis and pay for her repairs at the independent shop.  We advised Mrs. ******* that we would refund her diagnostic fees which is a total of $479.90. No work was performed and only a diagnostic. We feel reimbursing the client for inspecting her vehicle, in which ***** approved, and not performing any repairs we have provided a fair goodwill payment, and we are not liable for any current repairs needed. Attached is a copy of the check that was sent to her via FedEx. 
  

  Customer Answer

  Date: 07/19/2024

  I am rejecting this response because:   These people not only fraudulently pretended like they diagnosed the car with no receipt but my vehicles pulley and tension and belt was messed up intentionally by this organization the proof of this to attest to my claims is the belt pulley and tension wasnt on the fraudulent manual inspection document 

  

  Business Response

  Date: 07/19/2024

  There was no work performed, only an inspection and diagnosis. It is not in our best interest nor the client's best interest to intentionally damage any part of the vehicle. Unfortunately, due to the *** Global Outage we had to perform a manual inspection report and our video MPIs are also conducted through a *** platform which was not working at the time of the inspection, so we do not have a video MPI to provide. I apologize for any misunderstanding and understand the clients' frustrations however we did not damage this client's vehicle. We provided a refund of $479 for a diagnostic to regain the clients trust and show good faith. Let us know if there is any additional information we can provide. Thank you.

  Customer Answer

  Date: 07/19/2024

  I am rejecting this response because:   Once again the manual inspection document that was previously submitted had the same issue twice and multiple scratch outs and markings to attest to the fact that Audi Plano intentionally lied about the real issue of the vehicle. These are photos of the belt and pulley and tension that was intentionally damaged by Audi Plano. Also this wasnt included on the fraudulent manual notated inspection document so if it were an issue previously with the pulley tension and belt then it wouldve been notated also Ive taken the vehicle to another dealership previously and both of the diagnosis and findings arent the same. I also have a third opinion from another shop. 

• Initial Complaint

  Date:04/29/2024

  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.

  My name is *******************************, I am a consumer who purchased on July 20, 2023, a used 2012 ***** Civic Coupe EXL, from the Audi Auto Nation Dealership in Plano, Tx. The young lady who sold me the vehicle was ******************************. At the point of test driving the vehicle, I informed her of my concerns about the way the car smelled (resembling the smell of mold/mildew). ***** stated that it was probably due to the age of the car. To appease me, she had the vehicle serviced to refresh the interior and I also noticed that an air freshener was placed in it to mask the smell. After taking the vehicle home, I notice how often I was replacing air fresheners every few days, but no matter how often I did that, the problem continued to escalate. I later discovered that it was due to the rains during the change of seasons (around late September early October). When it rained, I noticed the smell getting stronger. After a few months, I noticed the floorboards were wet. What brought this to my attention was a pair of my shoes on the back seat floor were wet and smelled of mildew, so I attempted to dry the floor and put different types of fresheners in the vehicle, but I noticed a pattern to where the problem persisted after each rain. I reached out to a local ***** dealership to have them diagnose the problem, they discovered that it was the sunroof! It had a drainage issue which caused the water to have nowhere to go, so therefore it flowed downward onto the floors. I could not believe it! I had to absorb a $189 bill and the burden of proof that it wasnt just the age of the vehicle. Once the problem was diagnosed ***** suggested that I look into my extended warranty in hopes that it would pay for the repairs, which they stated would be between $700-$800. ******************* sold me the warranty for my protection against repairs such as this, but when I spoke to the warranty company, they were unwilling to take on the expense, claiming that it wasnt covered!

  

  Business Response

  Date: 05/01/2024

  Dear *******************************,
  
  We are sorry to hear about your experience with your 2012 ***** Civic Coupe EXL, which you purchased from us almost 10 months ago on July 20, 2023. We apologize for any inconvenience this has caused you and we understand your frustration. The issue with the sunroof drainage was not identified at the time of purchase and given the year and miles of this vehicle (2012 with ******* miles) it was sold AS-IS, which is stated on your paperwork. Please know even though the vehicle was sold AS-IS we still try to assist with any concerns fairly if it's within a reasonable timeframe and reasonable request. However, it's been almost.10 months and the vehicle has been driven over ***** miles.
  
  We apologize for any inconvenience caused by the warranty company's refusal to cover the expense. Please know we offer extended warranties to our customers and they bring great value to our customers but they don't cover all repairs and we would suggest reading through the terms of the warranty contract to see if this repair should be considered a covered item and if so you will need to call the number on your contract to appeal.

  If you would like to cancel your extended warranty we can assist, and you will receive a prorated refund based on term and miles minus any claims the warranty has paid out.

  Again, we are sorry to hear about your situation and I hope you understand our decision to decline any refunds requested for your repairs.

  
  
  

• Initial Complaint

  Date:04/14/2024

  Type:Billing 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 am filing a formal complaint against Audi dealership located in Plano, *****, regarding the purchase of an Audi Q7. My experience with this dealership has been deeply troubling and has left me feeling deceived and mistreated.During the sales process, I was assured by the dealership's representatives that I would receive a fair interest rate of 7.9% for financing the vehicle. However, upon signing the contract, I discovered that the interest rate had been increased to 8.1% without my consent or prior notification. This discrepancy between the promised and actual interest rate constitutes deceptive business practices and is a clear violation of consumer rights.Furthermore, the Audi Q7 that I purchased was advertised and sold to me as a brand new vehicle. However, after taking possession of the car, I quickly realized that it was plagued with numerous defects and malfunctions, rendering it unsafe and unreliable for everyday use. Despite being assured of its quality, the vehicle turned out to be nothing short of a lemon.Seeking resolution, I reached out to the dealership for assistance regarding both the misrepresented interest rate and the defective vehicle. However, instead of receiving the support and professionalism expected from a reputable establishment, I was met with disrespect and rudeness from the dealership's staff. i was also screamed at and told to "Get out" by one of the sales representatives

  Customer Answer

  Date: 04/15/2024

  Account Number **********
  Vehicle Description 2023 AUDI Q7
  Vehicle Identification Number *****************
  The purchased  Date: 08/31/2023

  

  Business Response

  Date: 04/16/2024

  Good afternoon. The clients information in the complaint does not match up to what we have on file with the exception of the address.

  What we have on follow is:

  ************************* ****** - *********************************************************** - ************** - *************** - VIN# *****************

  The client agreed to purchase this Q7 with an interest rate of 7.99% at 72 months (please see attached "sales menu") before going into the finance office to review further protection we offer and sign the legal documents for the state of ****** **** contract, ect. The client opted to add a service contract and maintenance and also chose to extend the financing term to 75 months at 7.99%. The customer has brought his vehicle into service twice after his purchase for the following: 

  12/02/2023 - 4349 miles on vehicle

  1)CUSTOMER STATES DRIVERS SIDE WINDOW/B PILLAR IS MAKING A RATTLE NOISE OVER BUMPS - This was caused by the aftermarket window shade the customer installed.

  ********** STATES HEARING RATTLE FROM STEERING COLUMN WHEN GOING OVER BUMPS OR ROUGH ROADS - We removed and reinstalled the airbag which fixed the concern

  3)CUSTOMER STATES REAR MIDDLE SEAT ARM REST RELEASE HANDLE IS LOOSE - We reinstalled and no further issues

  1/10/2024 - 5558 miles on vehicle

  4)CUSTOMER STATES GEAR SELECTOR MAKES HIGH PITCHED SQUEAKING NOISE WHEN BEING MOVED - ******* center console trim, cleaned up the area, and reinstalled, no further issues

  5)CUSTOMER STATES DRIVERS SIDE FRONT WINDOW IS CREAKING OCCASIONALLY. CAN HEAR SOUND WHEN DRIVING SLOWLY ON INCLINES - We could not duplicate this concern.

  6)CUSTOMER STATES SUSPENSION IS VERY BUMPY - NOTICEABLE ON ANY ROADS THAT AREN'T SMOOTH - No DTCs codes were found, test drive had a slight vibration, inspected all suspension components and no issues found, tires were wearing on the inner sides, recommended an alignment and wheel balance

  7)CUSTOMER TEXTED IN STATING VEHICLE APPEARS TO BE A BIT SLOW AND HEAVY WITH A JERKY FEEL IN THE TRANSMISSION - We could not duplicate, there were no faults found, and the vehicle power was performing in spec with same year make model engine.

  These concerns were mostly not a defect and due to aftermarket window shade, something potentially spilled into the gear shifter, and alignment off due to possibly potholes, or other outside influence. The client reached out to Audi of America in which they declined to offer trade assistance or buy the vehicle back. On 4/8/24 we attempted to trade the clients out of the Q7 they were unhappy with and offered a just short of a 13% discount plus a $4500 rebate, an interest rate of 6.99%, paying off his Q7 car loan, and the new balance was within a few hundred dollars from the original amount financed (see attached "trade offer"). This is when the client became loud and was disrespectful to several of our associates to the point, we had to ask them to leave the property. 

  Our offer was extremely aggressive and above and beyond what we would typically offer in effort get the client back on good terms with Audi and Audi Plano. We have made attempts on the sales side and the service side to meet this clients expectations but unfortunately the client has unrealistic expectations. Please feel free to reach out if there is any additional information we can provide.

   

   

  

  Business Response

  Date: 04/18/2024

  Good afternoon. The clients information in the complaint does not match up to what we have on file with the exception of the address.

  What we have on follow is:

  ************************* ****** - ****************************** - ************** - *************** - VIN# *****************

  The client agreed to purchase this Q7 with an interest rate of 7.99% at 72 months (please see attached "sales menu") before going into the finance office to review further protection we offer and sign the legal documents for the state of ****** **** contract, ect. The client opted to add a service contract and maintenance and also chose to extend the financing term to 75 months at 7.99%. The customer has brought his vehicle into service twice after his purchase for the following: 

  12/02/2023 - 4349 miles on vehicle

  1)CUSTOMER STATES DRIVERS SIDE WINDOW/B PILLAR IS MAKING A RATTLE NOISE OVER BUMPS - This was caused by the aftermarket window shade the customer installed.

  2)CUSTOMER STATES HEARING RATTLE FROM STEERING COLUMN WHEN GOING OVER BUMPS OR ROUGH ROADS - We removed and reinstalled the airbag which fixed the concern

  3)CUSTOMER STATES REAR MIDDLE SEAT ARM REST RELEASE HANDLE IS LOOSE - We reinstalled and no further issues

  1/10/2024 - 5558 miles on vehicle

  4)CUSTOMER STATES GEAR SELECTOR MAKES HIGH PITCHED SQUEAKING NOISE WHEN BEING MOVED - ******* center console trim, cleaned up the area, and reinstalled, no further issues

  5)CUSTOMER STATES DRIVERS SIDE FRONT WINDOW IS CREAKING OCCASIONALLY. CAN HEAR SOUND WHEN DRIVING SLOWLY ON INCLINES - We could not duplicate this concern.

  6)CUSTOMER STATES SUSPENSION IS VERY BUMPY - NOTICEABLE ON ANY ROADS THAT AREN'T SMOOTH - No DTCs codes were found, test drive had a slight vibration, inspected all suspension components and no issues found, tires were wearing on the inner sides, recommended an alignment and wheel balance

  7)CUSTOMER TEXTED IN STATING VEHICLE APPEARS TO BE A BIT SLOW AND HEAVY WITH A JERKY FEEL IN THE TRANSMISSION - We could not duplicate, there were no faults found, and the vehicle power was performing in spec with same year make model engine.

  These concerns were mostly not a defect and due to aftermarket window shade, something potentially spilled into the gear shifter, and alignment off due to possibly potholes, or other outside influence. The client reached out to Audi of America in which they declined to offer trade assistance or buy the vehicle back. On 4/8/24 we attempted to trade the clients out of the Q7 they were unhappy with and offered a just short of a 13% discount plus a $4500 rebate, an interest rate of 6.99%, paying off his Q7 car loan, and the new balance was within a few hundred dollars from the original amount financed (see attached "trade offer"). This is when the client became loud and was disrespectful to several of our associates to the point, we had to ask them to leave the property. 

  Our offer was extremely aggressive and above and beyond what we would typically offer in effort get the client back on good terms with Audi and Audi Plano. We have made attempts on the sales side and the service side to meet this clients expectations but unfortunately the client has unrealistic expectations. Please feel free to reach out if there is any additional information we can provide.

   

   

   

  Attachments:

  LAW CONTRACT.pdf SALES MENU.pdf ADDED PROTECTION AND TERM.pdf TRADE OFFER.pdf