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:12/23/2024

  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.

  **** owes me a refund of 5875 back. I never agreed to warranty which was taken out of my down payment of ****** probably so the crooked financial guy can pay himself. I am barely noticing this as Im reviewing my paperwork because I decided to trade in my car. I never agreed to this warranty and he snuck in this charge into my paperwork. This is also discrimination. He knew because Im a young woman thinking Im stupid and thought he could get away with this.

  Business Response

  Date: 12/26/2024

  Dear BBB,

  A thorough review confirmed, the complainant's optional warranty purchase was completed with full disclosure and compliance. Purchase paperwork was executed under audio and video recording with properly posted disclosures present in the finance office at time of sale. Audi Dominion takes all customer grievances seriously. Audio, video and document audits were completed to conclude the vehicle and optional product purchases were done so with the complainant's full knowledge and approval.  

  Respectfully submitted,

  Audi Dominion 

   

   

  Customer Answer

  Date: 12/26/2024

  Complaint: 22717027
  
  I am rejecting this response because:
  I have not seen the audio or video recording. I would like a full refund for the warranty. I only stated I would like the ********** Please provide the full recording. The person that did the paperwork with me was not clear and moving quickly to have me sign.

  I would like a refund of the warranty since I am selling my  car and I would like ********* cancelled. 
  

  please let me know how this will be resolved

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

  Business Response

  Date: 12/30/2024

  Dear BBB, 

  The optional warranty purchase was executed by Audi Dominion and the complainant with full disclosure and compliance. Audi Dominion's Finance Director will contact the complainant if they wish to review supporting documents and video of the transaction. Audi Dominion will not be providing a full refund of the warranty. The complainant has already been advised of the warranty cancelation process that will provide a prorated refund of unused coverage.

  Respectfully submitted, 

  Audi Dominion 

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising 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 2024 **** Q3 from Audi Dominion on October 16, 2024. I agreed to an out-the-door price of $39,000. However, I did not receive a copy of my signed documents until October 24th, after calling for three consecutive days. Upon receiving the documents, I discovered that I was charged $43,000 for the vehicle, which is $4,000 more than the agreed-upon price.I believe I was misled after a lengthy negotiation on the price, and I am seeking a billing adjustment of $4,000 to reflect the original price I agreed to.

  Business Response

  Date: 10/28/2024

  Dear BBB,

  Complainant did agree to purchase the vehicle for the purchase price in the complaint. After agreeing to purchase the vehicle, there were optional products presented in the business office. The complainant chose to purchase itemized and fully disclose product at additional cost. A representative from Audi Dominion's business office contacted the complainant to review the sales transaction. After reviewing the complainant remembered and understood the contract's final price reflected additional product purchase and Audi Dominion had honored all commitments made during the sale. 

  Thank you for bringing this matter to our attention allowing us to clear up this misunderstanding

  Regards,

  Audi Dominion 

• Initial Complaint

  Date:05/07/2024

  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 purchased a 2013 Audi A4 (from another local dealership) which came with a 100 day warranty. I brought the vehicle to another shop recommended by the warranty company. That shop indicated to me there may be an issue with the transmission and to take it to the dealership as they were not equipped to work on this type of car. Took it to audi dominion and gave a very detailed description of the problem and advised them that the other shop indicated the transmission may have a problem. They came back and indicated a different problem, which the warranty company agreed to and paid them to repair. They never even checked the transmission. As soon as I picked up the vehicle, the original problem persisted. I called them immediately and was advised to 'run through a full tank of gas or two to clear the problem'. Three weeks later and two tanks of gas later the problem still persisted. I took the vehicle back and was this time advised that I needed a new transmission! Unfortunately, by now, my warranty was over. Had the problem been found the first time, it would have been covered but due to either complete incompetence or unethical practices, my transmission issue was not discovered until after the warranty had expired. I did everything I could to point them to the problem other than get under the hood. I tried to escalate to the service manager (*****) and was met with defiance, deflection and complete apathy as to how this could have happened. Three weeks went by and after numerous calls and zero solutions proposed (other than to pay $15k for a new transmission) I tried calling a different manager (****) and after many emails and phone calls, never being returned I simply picked car up. If you can't trust an audi dealership to find the problem with your audi and fix it properly, then who can you trust. **************** absolutely ABYSMAL. Also they offered me $2500 to trade the car in to them. what an insult.

  Business Response

  Date: 05/16/2024

  Dear BBB,
  
  Audi Dominion ****************** opened a repair order on the complainants 2013 Audi A4 on 3/21/24. Complainant stated, another shop (recommended by their warranty company) advised transmission may have a problem. Complainant stated transmission when accelerating, vehicle lags and hesitates, Complainant also requested check and advise for  oil leak.
  
  No trouble codes were present during preliminary computer diagnostic. Transmission performed without problems during technician road test. Oil leak was confirmed, complainant was advised, claim was submitted to complainants warranty company. Vehicle repair required high pressure fuel pump replacement and repair of oil leak from cam cradle. After completing the repairs, complainants transmission again performed without problems, without signs of stated concerns during technicians road test. No trouble codes present.
  
  On 4/12/24 complainant returned to Audi Dominion ****************** for transmission concerns. Complainant stated, intermittent hesitation. No trouble codes present during computer diagnosis, technician road test confirmed hesitation in first gear. After further road testing and continued transmission performance irregularities, Audi Dominion recommended transmission replacement. Another claim was submitted to the Complainants warranty company and denied due to warranty expiration.
  
  Audi Dominion understands the disappointment and frustration our valued service customer is feeling dealing with this transmission issue. We have also displayed character and integrity by not falsely submitting a transmission claim when no problems of transmission operability were present during the first visit.
  
  The scenario of intermittent concerns not being present during ****************** assessment is common industry wide. What is very uncommon, even unheard of, is a selling dealer or warranty company not honoring a claim so close to warranty expiration when multiple documented concerns are present for what ultimately was confirmed as the problem. Its just wrong.
  
  The first service shop is associated with the seller.Understanding they were not equipped to mechanically remedy the issue if confirmed, why would the complainants claim be denied when confirmed? The seller is not advocating for the complainant. As Audi Dominion is a franchise dealer, it would appear that the selling dealer is not showing care or concern for the complainant. We would be happy to advise the complainant on the more appropriate steps to take to remedy their problem.
  
  Respectfully submitted,
  
  Audi Dominion 

  Customer Answer

  Date: 05/16/2024

  Complaint: 21674360
  
  I am rejecting this response because:
  Audi Dominion was advised to please check transmission and the concerns were clearly communicated. Upon retrieving vehicle the same exact issue persisted. It sounds as though they are passing the buck. The issue was present the very first time I brought the vehicle in, and was still present when I picked it up. The transmission was either never checked, was overlooked or maliciously ignored so as to avoid having to work with the warranty company. As a consumer, I did everything in my power to remedy the situation; explained the problem in detail, and stayed in communication. I find it impossible to believe that they are indicating that this problem did not exist until I brought it back (after warranty expired) when the same symptoms had been occurring all along (which I explained from the beginning). In addition, the customer service & communication was very poor, no acknowledgement of any wrongdoing on their part and in some cases no communication at all. 
  Regards,
  
  *******************

  Business Response

  Date: 05/17/2024

  The vehicle did not display any signs of a transmission issue during the first visit while in Audi Dominion's possession. Working with warranty companies is a welcome part of our daily operation and accounts for a large portion of our business. There is no reason or incentive for us not to participate in a warranty repair. Audi Dominion respectfully disagrees with the complainant and will not be providing a transmission free of charge.

  Customer Answer

  Date: 05/17/2024

  Complaint: 21674360
  
  I am rejecting this response because: I had repeated conversations with my service advisor, ****** explaining that I believed the transmission to be the issue. I provided text message screenshots confirming this to Mojda & ****. Despite this, the transmission was still not inspected. When I picked up the vehicle, I experienced the exact same issue that I originally brought it in for. Its incomprehensible that I specifically pointed the service advisor to the exact problem and it was flat out ignored. 
  
  Regards,
  
  *******************

• 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.

  They ripped off my 70year old father. He had a 2018 Q7 that was burning oil. They had him pay $8k to rebuild the top end of the motor. They said this will fix the issue. Which it did not fix. He initially was just going to trade it in but they talked him into repairing the vehicle. Now the Q7 still ***** oils and they refuse to work with him. He asked them if they would do a better deal on a new vehicle since the repairs did not fix the problem. He asked for a refund for the repairs as well.

  Business Response

  Date: 05/01/2024

  Dear BBB,
  
  We share the complainants frustration with the mechanical failures sometimes associated with high mileage vehicles. We feel we have repaired problems as they arose while properly setting the expectation and advising the complainant there were no guarantees of not having different mechanical issues in the future. We have done our best to provide options that offer solutions to mitigate mechanical expenses.
  Below is the order of Service & Communication history with the complainant:
  
  Complainant came in for engine repair June 1, 2022 @ ******* miles
  Upon diagnosis of engine, it was determined that replacement of Engine Pistons & Rings was the required and recommended repair at that time
  Complainant came in for recheck September 14, 2022 @ ******* miles
  Topped off engine oil
  Complainant came in for repair October 29, 2022 @ ******* miles
  Noise from front right when accelerating or turning wheel
  Replaced right side wheel bearing & alignment.
  Complainant came in for engine repair recheck April 3, 2023 @ ******* miles
  Goodwilled oil pressure sensor and performed oil consumption test
  Complainant came in for a whistling sound April 25, 2023 @ ******* miles
  Replaced Breather
  Complainant came in for an engine repair recheck @ July 22, 2023 @ ******* miles
  Performed oil consumption test asked guest to return after 630 miles or if low oil light comes on
  No further Service History
  Complainant called in to Audi Dominion on August 7th, 2023, asking to speak with Audi Dominion Service Manager regarding oil consumption.  
  Audi Dominions Service Manager reached out to Audi of ************************* Manager on August 7th, 2023, to ask for factory goodwill engine replacement to remedy oil consumption issue.
  Vehicle not eligible for goodwill due to age and mileage on vehicle
  On October 9. 2023, Audi Dominion received a Customer **************** contact from Audi of America.
  Complainant was asking for his money back for ****** and Rings replacement for not being the final repair to remedy oil consumption issue. Complainant requested something be done to assist with getting into another car.
  Audi Dominion Service Manager responded to Audis contact and referred complainant to ****************** as requested, to provide options for a new/newer vehicle.
  Customer was offered an additional $5,000 (on top of market trade value of his vehicle) to go toward the purchase of a new/newer vehicle. Customer declined.
  Audi Customer **************** contact was closed.
  On February 5th, 2024, Audi Dominion received another Customer Relations Contact from Audi of America. 
  Audi of America had been in contact with complainant and wanted any information we had.
  After Audi Dominion submitted documentation and discussed with Audi of America, it was still determined that:
  100% Goodwill for an engine on a vehicle with 160k + miles was not an option.
  With Audi of Americas assistance, Audi Dominion presented complainant with 2 solutions:
  Complainant could participate with Audi Dominion & Audi of America to replace the engine. Complainant would pay $9,000; Audi Dominion & Audi of America would pay the balance of approximately $18,000.  
  OR Complainant could purchase a new or Certified Pre-Owned vehicle - Audi of America offered $5,000 in additional trade-in assistance paid above the trades current market value.
  Complainant declined both options and again the Audi Customer **************** contact was closed.
  On April 29th, 2024, Audi Dominion received a BBB complaint from Mr. ****** son.
  
  ***Be advised that the offers made to the complainant in February 2024 were not open-ended offers that are still valid today. The offers were declined, and the complaint was closed with Audi of America.
  
  Respectfully submitted,
  
  Audi Dominion

• Initial Complaint

  Date:03/27/2024

  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.

  March 21, 2024 Car repair and extreme dissatisfaction with the service I received at your dealership with regard to the purchase. Please see the attached.

  Business Response

  Date: 04/15/2024

  Our Finance Director contacted the guest after reviewing the audio and video of the contract that was purchased. It was explained that the contract was non-refundable. Our Service Manager also contacted the guest after diagnosing the vehicle and the repair was not covered under the guest's warranty. The guest declined the repair at our facility. The vehicle's battery was replaced as a one-time goodwill gesture, and it was explained to the guest that the battery replacement would not fix her no-start situation. We apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 04/15/2024

  Complaint: 21493310
  
  I am rejecting this response because: the issue started when the wrong battery as placed in the car causing the failure of the fuel pressure sensor and  fuel injectors. The battery was too small for the type of car. If Audi had done the proper job and put the correct size battery needed, this issue wouldnt happened.

  I have attached the picture of the initial battery and also the replacement which was very difficult to obtain. However the damage was and the car still needs to repairs. 
  

  The least Audi can do is refund the full warranty policy paid. 

  I feel that this is a fair request. 

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

  Business Response

  Date: 04/16/2024

  Cancelled extended service agreement refunds are calculated by a Pro-Rated based on Price Paid *********************** Agreement Term, Miles ****** or amount of paid out claims.
  The extended service agreement purchased by the complainant was for 24 months or ****** additional miles driven effective 4/27/2022. 
  
  Per the complainants original request, a cancellation quote was processed on 3/27/2024.  The complainant received 23 of the 24 months of the usage value purchased. 
  After a $50.00 cancellation fee, the pro-rated refund amount on 3/27/2024 was $75.32 Based on Term.
  
  We are denying the complainants request for refund in full for a product that provided 23 of ********************************************************** the 24th month.
  
  We have granted the request for a new battery in the vehicle.  None of the current mechanical concerns are a result of the prior battery of the vehicle. 
  
  Purchase transactions conducted through the dealership are audio and video recorded to help resolve potential miscommunication or future customer concerns.
  
  ********************** conducted this transaction in full compliance and disclosure with no room to misinterpret what the *************** Contract covered or did not cover.
  A more comprehensive version of *************** Contract purchased was offered and declined by the complainant at time of vehicle purchase.
  While unfortunate, Audi Dominion will not be covering repairs not covered by the *************** Agreement purchased.  

• Initial Complaint

  Date:03/27/2024

  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 have a 2020 Audi A3 that I purchased from Audi dominion along with a maintenance contract. On my last visit on March 2n ************ in the service department was adamant that there was a charge for the service so I paid the 250 he asked and layer confirmed with the finance department that that was wrong. So a week goes by and they said the refund sill be put on the card time goes by no refund. I speak to the service manager ****** and she says no refund was issued and she is requesting a check Ill have it by Tuesday the 25 I called her on the 25 at the end of the day since no refund or contact from them was made. At this point I am trying to find out how to transfer my service contract since they dont complete the services that I DOUBLE paid for or wont give my my money back. Its pretty sad that they are acting like this over thier mistake I regret doing business with them and I will tell EVERYONE that ask me not to go thier

  Business Response

  Date: 03/29/2024

  Thank you for bringing this matter to our attention. We have issued a refund to *************, per her request, with our sincere apologies.

• Initial Complaint

  Date:03/22/2024

  Type:Sales and Advertising 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.

  Audi Dealer coerced me into false pretense and standing signage in Agreed numbers,in order to run my credit lines & unbinding documents signed, that led to an adjusted, falsified, unapproved contract were the proposed signatures of my agreed terms were outlined of vehicle and loan Term did not ******** the APR and term amount on paper for purchase . A warranty rep accidiently identified this 60 term loan, share I was made aware and immediately stopped the buying process any further..were never agreed or discussed at any point of the car deal ,as reflected on this document and others recorded. I was aggressively forced to sign a document that they stated was to allow a multiple bank inquiry yet Financ Manager initially never checked multiple credit lines for rates, when I disclosed I am ability SCRA, and Veteran for best rates, they used my signature to submit my credit for a term and rate never agreed, this broke consumer protection law, as well ,unlawful,unethical practices to manipulate and further charged my card for 11k on a contract. Further Audi called me 4 times the director, sales,manager, and sales supervisor offering me bribery I'm cach value equivalence to dissolve there illegal unlawful transaction, as well stated they would render me a dramatically low APR and car discount at 10pm at night if I returned to dealer to complete the sale contract to buy car. Currently my bank is aware, and dealer GM has pleaded "no remarks- to any of this. I will inform Audi Corporate of ******* and ******* of this through official channels my city council, and local Buisnesses ,of this severe shady, unlawful practice. This has created humility, loss of critical time and absolute loss and distrust in this car brand corporation. I plan to exhaust all means to make aware of this until a reasonable settle agreement is presented. ********** will be notified.

  Business Response

  Date: 03/29/2024

  Thank you for bringing this matter to our attention. We are looking into this and will respond shortly.

  Customer Answer

  Date: 04/01/2024

  Complaint: 21471889
  
  I am rejecting this response because: It simply show.cases a complete lack in comprehension to the serious extent level of unethical, illegal and coerced sales tactics this facility in misrepresentation of numbers on a legal standing document stands for, I seek more then an acknowledgement. I will ensure to follow up with Audi Hq in ******* till I see an appropriate settlement in standing to the level of mishandling my personal credit info, unauthorized down payment transaction given the contract did not capture the agreed terms as signatures of myself and sales proposed, further, a Finance Mgr, mis using his acces and failing to adequately showcase all my lines of credit approvel through bank,vendors,until I demanded copies. GM, has very passively expressed any concern, I will not stop ! The charged $11,000 was only on the agreed ***** and terms, not what later- ******************************* had adjusted without telling me in the Finance system. Room claimed to be monitored and recorded, that is also false. I plan to share the bribery and cash value deal that the dealership had called me offline at 10pm that night in order to correct there mishap then forging a 5.99 Apr which was no where near the raye I was about to get signed for on contract, there playing with numbers and not disclosing unless asked for. My credit report has since then reflected 4 new hard inquires ,which tells me they have after the fact used my credit line to cover there mistake. I have let my.bank,know and will inform all 3 crdot Agency's of **** dealership in addition to Audi HQ -******* and U.S beaded aware . 
  
  Regards,
  
  *************************

  Business Response

  Date: 04/15/2024

  **************** did not complete the purchase of a vehicle at Audi Dominion. The document, Price and Payment Offer Form, does not provide any information on an agreed upon interest rate that the guest stated he was promised. The guest did sign a credit application authorizing a credit history pull and review. The guest's information was then submitted to several prime banks to seek approved interest rates and the rates were provided to ****************. A reimbursement of $11,000 was issued on March 22, 2024, when the purchase transaction was not completed. 

  Customer Answer

  Date: 04/15/2024

  Complaint: 21471889
  
  I am rejecting this response because: dealer states no document indicated a APR amount yet they gave a proposal sheet of APR.based on term and monthly payments,  further the signed Transaction of 11k was ONLY at the agreed.terma.and rate of the 6.99, the contract on the fiance manager computer reflects 7.23% , clearly someone is hidden the facts here to cover for their finance managers unethical practices, another employeed who stepped in the room read off the New term length and even show me a 60month and 72month term , that I never agreed too, the dealer is lying about the fogire amounts here to protect there buisness image, but additionally, I signed to charge my chase card for the 11k only for the agreed sale and Apr rate, which they couldn't in tje end line up,.hence I did not end up buying the car  had thay been the case

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

• Initial Complaint

  Date:11/09/2023

  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 May2023, I took my car to Audi Dominion to inspect by 2 rear tires because the tire pressure was on. After the inspection, I was told they needed to be replaced because I had screws in both tires. At the time of payment, I was told I had to pay out of pocket because I was not covered by tire and wheel protection. My bill was $867.84. A month later, I met with a financial adviser at Dominion and asked him to please show me my contract. It was soon determined by both of us that I had indeed bought wheel and tire protection and was covered. The financial adviser took this matter to the director of finances and told me I would be contacted. After no one contacting me, I went again to the dealership and again spoke to the same financial adviser and again he took this matter to the director of finances. I have also called, sent messages and texts. No one seems to care or listen. I ask that someone take care of this matter and that I be informed as to when it will be resolved.

  Business Response

  Date: 11/10/2023

  Thank you for bringing your concern to our attention. We are looking into this matter and will respond shortly. 

• Initial Complaint

  Date:10/23/2023

  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 picked up our 2021 Audi Q8 from service yesterday. First, I would like to mention that the service advisors are always great and very nice, I do not have a complaint with them specifically. We had the 40k mile maintenance package performed and I am not only unhappy with the service, but I can't trust everything was even done. We specifically asked for the coolant to be topped off, and as you can see in the supporting picture that I attached the coolant is below the minimum line right now. So how could that have been topped off? This is also an item on the four page list of things that they do with the ****** mi maintenance package. One of the line items is that the doors are checked in greased, but my driver's door creaks so I don't know how that was greased. I checked to see if the cabin air filter was replaced, and at least that was although now the clips that hold the foam cover in place are missing. My wife requested a car wash which also wasn't performed but I'm going to assume that's because they didn't know I was coming yesterday to pick it up. They were supposed to deliver it as part of the concierge service and pick up the rental car but never called when the car was ready. My wife called at 3:10 and was told they just stopped doing the service for the day at 3:00 and they can't bring her her car until the 24th. It's fine because we can keep the rental except that it does have a daily limit on it for mileage. But those are incidental things that I'm only bringing up because the service is so expensive for this maintenance package. What I'm really angry about is that when I put the hood down after checking the coolant I noticed that the passenger side wiper blade was off of the wiper arm and laying on the cowl with the metal wiper arm sitting on the windshield. Had I never noticed that, the next time the wipers were activated I'd have a scratched up windshield now. Why was that even removed from the car? They're not factory, they're Rain-X ones that were just put on a few months ago and there was no reason to take the actual wiper blade off of the bracke, let alone forget to put it back on. I also attached a picture that one of the covers to the wiper arm is missing so the bolt is exposed. This sits under the hood cowl so it's not like something that would just fall off unless somebody specifically took it off and then forgot to put it back on. Again, for $1,000 service I expect things to be better. What else irritates me is I feel like these prices are just made up. The service manager spoke to my wife and told us the out the door cost is $989. She texted me this number. She verified that they would add the 10% military discount that we get which he confirmed. So when I went in, I was expecting to pay $890. I don't know who the service manager was that she spoke with so I just walked up to somebody to get the car. He told me it was going to be $1,019. I just asked him for a breakdown because my wife said it would be $989 and I just want to see where that number came from. He said maybe he gave me a number without tax but the numbers still wouldn't add up. Then he did something and got it to $968 and told me "well it's cheaper than the $989" . I told him, no, the $989 was before a 10% discount. He brought me to the service manager that my wife was dealing with and now the number is $890.06, which is what I was expecting. So why was I given two different numbers when I got there? Where are these charges coming from? How do I get an out the door price over the phone and nothing can support that price when I get there? $900 for a service package is a lot of money to not have the coolant topped off like requested and to have my wiper blade removed and not reinstalled and potentially scratch up my windshield, and to now be missing clips to things, a door still creaking and I can't even feel confident in the pricing. How can I be sure that the spark plugs were actually replaced like they were supposed to be? How do I ensure that the brake fluid was drained and replaced like it was supposed to be? I don't have confidence in the service I paid for.

  Business Response

  Date: 11/10/2023

  Thank you for bringing your concerns to our attention. We are looking into this matter and will respond shortly. 

  Customer Answer

  Date: 11/13/2023

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

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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 believe that I have been taken advantage of due to my limited knowledge of the car purchasing process, resulting in significant financial distress.First and foremost, I am bewildered by the loan terms that were presented to me during the car purchase. Despite agreeing to a purchase price of $23,000, I was shocked to discover that my loan amount stands at a staggering $32,000. This substantial increase in the loan amount has left me feeling deceived and financially burdened, as it far exceeds the agreed-upon purchase price.During my initial conversation with the Finance representative, I was assured that refinancing the car would be a straightforward process, and I would be eligible to do so after making a few months of payments. Regrettably, this has proven to be completely false. Due to the negative equity attached to the vehicle, which your dealership was aware of at the time of sale, refinancing has become an insurmountable challenge. I feel that this critical information was deliberately withheld from me, leading to a situation where I am trapped in an unfavorable loan agreement.I am deeply dissatisfied with the way your dealership has been contacting me regarding trade-in offers. On several occasions, I have been enticed by promises of resolving my negative equity situation through a trade-in, only to be told upon arrival that I would need to put down an exorbitant amount of money, ranging from $10,000 to $15,000, to rectify the negative equity. It is disheartening to realize that your dealership is perpetuating the negative equity cycle, and it feels like a ploy to extract more money from **** trusted your dealership to act ethically, provide me with transparent information, and ensure a fair transaction. Unfortunately, my experience has been far from satisfactory. The reason I continue to come to this dealership is because I was talked into buy the misleading maintenance plan with the impression I could use it at any dealership, that too was false.

  Business Response

  Date: 11/10/2023

  Thank you for bringing your concern to our attention. We are looking into this matter and will respond shortly.

  Business Response

  Date: 11/13/2023

  Audi Dominion always seeks any and all abilities to provide our clients with options to trade in their vehicles. The ability for a client to trade in a vehicle depends on many factors, including bank approval or financing limitations, credit and the condition of the trade vehicle, all which determine the value. We always seek to provide the trade value appropriate with the current condition of the vehicle. This is dependent on odometer miles, ****** reports, identifiable items that are visual on the vehicles such as damage and market conditions for resale. When ************** purchased this vehicle 1 year and 7 months ago, the mileage was ******. The last known mileage upon recent appraisal was ******. This can affect the value of the vehicle. ************** also purchased vehicle service contracts and GAP protection, resulting in an increase in the amount financed. The number of miles driven also affected the remaining value of the vehicle service contract. 

  We strive to work with our clients to find solutions such as bank approvals which sometimes require down payments to accomplish.