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:10/11/2023

  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.

  My tire blew out on Oct 5. I dropped my car at the dealership that night and received a call the morning of Oct 6 saying tire would be repaired Oct 6 by 1pm. When I arrived the tire was not fixed. I left for a flight and was told it would be fixed and service manager would contact me. I did not hear from anyone Oct 7. Oct 8, I called to confirm my car would be ready I arrived. Was told they lost my key and car was not ready. Arrived back in DC at 4 and called again. Was told tire was replaced and ready to pick up. Was called back while I was on the way and was told tire was actually not replaced b/c it was on back order. I arrived at the dealership and got a loaner and went home. Was told ************************* would contact me. Yet again, he did not. Received no contact Oct 9. Oct 10, I contacted dealerships GM and briefed him. He apologized and said he would take care of things. Also discussed video dealership sent Oct 8 advising I need to replace all 4 tires. Told he I needed to do that if that's what they recommended. He said I would receive an invoice to approve with the price. I never received that invoice and never signed off on price of work. Oct 11 I received a call that car was repaired finally and then I received an invoice for a price I did not agree to and was not given to me prior to work being done. I went to the dealership and spoke to ***** in person. I requested to see where I signed off on the price and work to be done. ***** spoke to service advisors and came back knowing no such document existed. He advised that if I did not pay him, he would keep my car and I could sue him for it. I advised ***** that we do not have a legal contract that he can keep my car for as the repairs were done without negotiating price and agreement to terms. Having no option as he also demanded the loaner car back immediately, I paid the invoice.

  Business Response

  Date: 11/13/2023

  Good Morning BBB,

  I wanted to provide you with an update regarding the recent complaint that Audi Arlington received.
  
  Upon receiving the complaint, our team promptly reviewed the issue and reached out to the customer on October 30, 2023, at approximately 1600. Following a constructive conversation, we mutually agreed to resolve the matter by issuing a refund of $100.00, equating to $25.00 per tire. It's worth noting that, as a gesture of goodwill, we had already waived the charges for a 4-wheel alignment during the customer's initial visit to mitigate any inconvenience caused.
  
  On November 10, 2023, we obtained the customer's correct address, which differed from the information we had on file. We would like to inform you that the check for the agreed-upon refund is currently in the process of being issued and will be sent out later this week.
  
  Maintaining transparent communication with the customer has been a priority, and we are pleased to report that discussions have been ongoing.
  
  Should you have any questions or concerns, please feel free to reach out. We appreciate your attention to this matter.
  
  Thank you for your understanding.

  V/r,
  ***************
  General Manager
  AUDI ARLINGTON
  Main: **************
  Direct: **************
  ******************
  Arlington  VA  *****

  Customer Answer

  Date: 12/08/2023

  I spoke to Audi Arlington and they agreed to resolve, however, the agreed to steps have NOT been taken by them and the issue is not resolved yet. 

  Business Response

  Date: 12/13/2023

  Good Morning BBB,
  
  I hope this message finds you well. I wanted to bring to your attention a situation regarding the customer's check / refund. There are currently two addresses on file, and unfortunately, the account department mistakenly used the original address on the recently issued check.
  
  To rectify this, the account department has promptly stopped the initial check and issued a new one, which will be sent to the correct address. We have already notified the customer via text about the situation, and to provide assurance, a copy of the original check has been shared with them as proof.
  
  While we didn't intend for any delay, I want to assure you that the matter has been addressed promptly. Please feel free to reach out if you have any questions or concerns.
  
  Thank you for your understanding.

  V/r,

  *** ****

• Initial Complaint

  Date:07/28/2023

  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.

  On 7/23, I went to the Audi Arlington dealership with my boyfriend to look at an Audi Q3 and worked with a saleswoman, *********************. After test driving the vehicle and beginning discussions about next steps, she made it very clear that cars were going fast. Since the exact vehicle I was interested in was not in lot, she strongly advised me to put down a reservation fee of $2500. This would allow the car to be reserved in my name so that others who came across it would not be able to purchase it. She strongly advised for me to put the reserve deposit down multiple times and was adamant that it was fully refundable. ****** said that regardless of the reason for me no longer purchasing the vehicle or being interested, that it would be fully refundable without a problem. My boyfriend was there for the entire visit and conversation and heard it all. On July 28, I gave ****** a call and let her know that I would no longer be interested in the Audi. I asked for my refund of $2500 back and she quickly said it would be done without any problem. She would give me a call back once she spoke with finance on when I could expect that refund. She called me back and said that she spoke with finance and they told her I could not get a refund because that $2500 included fees for the Audi ** that was getting picked up from another dealership in the area and transferring to Arlington. I called the dealership to speak to a manager and got the runaround. I finally spoke to a manager, *********************. He mentioned that he had spoken to ****** about the issue and she had told him that she told me that it was non-refundable from the beginning which is contradictory to what I was always told. ****** is misrepresenting the company policy and lying to customers and management is covering for her to the detriment of the consumers. Due to deceitful and malicious business practices from this dealership, customers are suffering financial losses.

  Business Response

  Date: 08/08/2023

  Good Afternoon BBB Team or ****************,

  The customer was contacted on Monday 01 August 2023. We spoke about the options of the refund. There could have been some miscommunicating between the Sales Consultant and the client. The client understood that she was placing a deposit on a incoming unit and not a Dealer Trade. We ended up doing a dealer trade to her so, she can get this unit in a timely manner. We have agreed to her covering portion of the 2 way dealer trade transportation cost since this unit was brought in for her. We agreed on the following terms of her getting a check back for $1850 and her paying for the portion of the transportation cost of $650. In addition, we agreed that when things gets better for her we and she is ready to purchase a new car that we will give her $650 discount if she comes back to Audi Arlington. This transactions has to occur within the next 6 months and this discount will expire in 6 months. I have attached the documents for showing that we have requested a check request for her and that text message confirming our agreement. Please let me know if you have any questions or concerns. Thank you

  V/r,
  ***************
  General Manager
  AUDI ARLINGTON
  Main: **************
  Direct: **************
  ******************
  Arlington  VA   *****

  Customer Answer

  Date: 08/26/2023

  This matter is satisfied now, thanks

  Customer Answer

  Date: 08/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  This matter is satisfied now, thanks
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:05/18/2023

  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.

  On May 2, 2023, my vehicle was towed to Audi Arlington to have the sunroof switch replaced. I spoke with ***********************, Service Advisor to explain the issue and to get an estimate. A diagnostic test confirmed the sunroof switch needed replacing. **. ******** submitted an estimate to ******* ********* Extended Warranty to receive an authorization. ******* had a discrepancy with 3 hours of labor charges for $604.71 for a minor repair that takes 30-60 minutes to complete and total charge of $140. The claim was rejected, and I was charged the dealership labor rate of $190 per hour. The mechanic claimed it took 3 hours to replace the sunroof switch and to reset the sunroof button to basic setting. There is no justification on the invoice to support the need for an additional 2 hours of labor. The dealership kept my vehicle for 13 days and did not provide a loner vehicle. I called frequently to get updates, but it was difficult to speak with my service advisor, so I was transferred to ****** *****, Service Advisor. The customer service remained unsatisfactory. On May 13, I picked up my vehicle and wanted to speak with the General Manager, but no management staff was on duty. I was promised a follow up call to discuss reimbursing the 2 hours of labor charges for $380.00 and shop/other charges for $84.66 totaling $464.66. To date, I have not received a return call.

  Business Response

  Date: 05/22/2023

  Spoke to ************************* today and have agreed to refund the additional labor costs collected of 2 hours of $380.00/. A check will be going out this week to his address on file and we are happy to resolve these concerns and look forward to being ******* premier Audi dealership for any he needs in the future. 

  Customer Answer

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:05/11/2023

  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.

  Audi Service Center is keeping my vehicle hostage at Arlington, VA location. I dropped off my car 8 days ago to fix 2 factory recalls and finish 30k service I pre-paid for. A month ago, my vehicle was given back to me after 3 days in a shop with incomplete service, a bunch of lights on, including airbag light on. I was unable to get a follow-up appointment scheduled, so I finally went in without one and dropped the vehicle to have Audi complete the repairs and maintenance on May 3. I was promised to get my car back within 1 business day. It is May 11, and I keep getting transferred from one person to another on the phone day after day, spend long time on hold, and if I get a hold of anyone, I get a "your vehicle will be ready tomorrow, we will call you" response. Naturally, nobody calls the following day. I also received a text 2 days ago from an 833 number promising that my car was on a lift to be fixed for pick-up the following day. 8 days have passed, and I found out that the mechanic working on my vehicle did not show up to work and Audi never assigned anyone else to work on it. It has been 8 days since I dropped off the car, Audi never provided a loaner car. I am a single parent with an infant! I need my car back! I depend on it!

  Business Response

  Date: 05/22/2023

  We are upset to hear about ********************** complaint and experience and will work to prevent issues like this from reoccurring in the future. There was a bit of miscommunication throughout the repair process which we sincerely apologize for. We have resolved all concerns and returned *****'s vehicle fully repaired per her complaints. 

  For any further information please contact me, 

  Sincerely, 

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

  Customer Answer

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I do hope that in the future their inability to manage staff and business will not be passed onto customers who pay premium $$ on their vehicles a depend on reliable transportation on a daily basis. 

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

• Initial Complaint

  Date:05/06/2023

  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.

  Feb 3 2022, my 2012 ** exhibited fault codes *****/***** (Secondary Air Injection System Insufficient Flow). This is a known issue covered by Audi Warranty Extension Bulletin ********* (Carbon Buildup Removal). Audi has a Technical Service Bulletin (Nov 30 2018) guiding diagnosis, cleanout, and optical confirmation of cleaned engine ports. Feb 21 2022, my vehicle was submitted to Audi Arlington with an appointment under ***** ******** (Service Advisor). The codes were confirmed and the warranty determined applicable to my vehicle. Mar 3 2022, cleanout was claimed completed and I retrieved my vehicle at no cost. Mar 7 2022, the fault codes began to return. I asked ***** how the cleanout was confirmed and I was informed they considered the TSB optional and it was not followed. May 9 2022, my vehicle was resubmitted to Audi Arlington for a second appointment. A rental car was provided. The original fault codes were confirmed but ***** told me he was sure carbon buildup was not the problem. He asked that I pay to replace associated parts. I declined, requesting proof of cleaned engine ports. He refused to inspect the ports, but at no cost instead began replacing multiple related parts. After 151 days without success I was instructed to return the rental car. Oct 8 2022, my vehicle was returned to me still displaying the fault codes. A third appointment was promised but never provided. Nov 29 2022, a third party shop optically documented that the engine ports remained clogged with carbon buildup. This shop performed diagnosis, cleanout, and optical confirmation of cleaned ports described as reimbursable by the Warranty Bulletin. Dec 6 2022, I paid for this repair out of pocket. The fault codes never returned. Apr 28 2023, my request for reimbursement was rejected by ******* ********** (Fixed Operations Director) stating that too much money was already spent on me. The Service Department has ignored my communications. The GM has not responded to voicemail and emails.

  Business Response

  Date: 05/22/2023

  The manufacturers responsibility is to service the vehicles within the parameters of the New Vehicle Limited Warranty. This covers manufacturer’s shortcomings on parts and labor for 4 years or 50,000 miles (whichever occurs first) from the vehicle’s in-service date. Once these parameters have been exceeded, repairs do become the responsibility of the owner of the vehicle.  Goodwill assistance is on a case by cases basis and assistance isn’t always guaranteed. During the *** ******* review of his 2012 Audi **'s age and mileage on the vehicle Audi denied any good will assistance to his repairs or his repairs completed at an Outside facility. While the vehicle was in our possession we completed all approved Audi Remedies for  his carbon emission complaints. We do understand there are many different remedy's to repair *** ********* however we are limited to the repairs procedures which executed per Audi guidelines.  The repairs *** ******** states which was completed at an outside facility which in fact fixed his carbon emission we assume is not a current process approved by Audi our Audi of Arlington. We cannot further participate or compensate in any repairs not approved by Audi or our service center. We have exhausted all options to satisfy *** ******** and any further communication needs to be with our Legal Department.  

  For further questions or concerns, Please contact me 

  ***** ********* 

  Customer Answer

  Date: 06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  ********************** mentions of “goodwill” and “New Vehicle Limited Warranty” are not relevant to this case. Reiterating my original complaint, warranty repair for fault codes *****/***** falls under 10 years/120,000 miles Warranty Extension AWA-***** "Engine Cylinder Head Secondary Air Ports (Carbon Buildup Removal) for certain 2009-12 Model Year Audi vehicles with 3.2L engine". This warranty extension is available on the NHTSA website, and I have provided it to the dealership. The dealership’s Work Order (******, 03MAR22) confirmed that this warranty extension was active and applied to my vehicle, which was less than 10 years old with mileage of 87,790 at the time of the first service appointment. The warranty extension “covers only the diagnosis and cleaning of the cylinder head secondary air ports to remove the carbon buildup. Reimbursement is applicable only to the repairs described in this Warranty Bulletin.”
  
  The procedure for this repair is outlined in Audi of America’s Technical Service Bulletin **********, “Under certain driving conditions, the secondary air ports in the cylinder head can accumulate carbon over time, causing a restriction.” The TSB instructs technicians to diagnose, power wash, then inspect the ports for completed cleaning. *** ********* claimed that “we completed all approved Audi Remedies for his carbon emission complaints”. However, Service Advisor ***** ******** informed me that this TSB was not followed and that they considered it optional. Therefore, the dealership did not perform “all approved Audi remedies” if they did not follow the AoA TSB. The dealership has never elaborated on the details of their failed attempts at carbon cleaning. My repeated requests for the dealership to inspect the ports for cleanliness were always rejected or ignored.
  
  After the first attempt at cleaning, ***** ******** also stated he was “sure” carbon was not the problem. This also turned out to be untrue. The dealership eventually stopped communicating with me, and the outside repair facility I then went to documented carbon buildup clogging the secondary air injection ports. The repair facility cleaned the carbon buildup using “...the procedure outlined by Audi and the special tools bought from Audi to do the job. It entails gaining access to the secondary air ports in the block and placing the tool into the ports while connected to a pressure washer. Water is injected into the ports to clean out the carbon…” - facility manager. The procedure used by the repair facility was from the Technical Service Bulletin ********** obtained from Audi of America, specifically denoting my Year, Make, & Model at the top of the document. I have this document shared by the repair facility, and can provide it on request.
  
  Since it was found that the problem was one that was covered under the terms of the warranty, and since my vehicle was within the terms of the warranty at the time of service at the dealership, I should not be liable for any repair costs. Further, since the outside repair facility followed the AoA TSB (which is reimbursable as described in the warranty bulletin), and the dealership admittedly did not follow the AoA TSB nor complete the warranty repair successfully using undescribed alternative methods, the dealership is responsible for reimbursement of the out-of-pocket repair costs that followed.
  
  Regards,
  

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

  Business Response

  Date: 06/08/2023

  We cannot reimburse for an unauthorized repair tactic completed at an outside facility. For more details please contact Audi of America for clarity. If Audi of America is willing to make future accommodations this will be solely based on their decision not Audi Arlington.  

  Thank you,

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

  Customer Answer

  Date: 06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I ask that Audi Arlington please elaborate clearly under what conditions warranty repair, which the dealership failed to complete successfully, and was later completed successfully by an outside facility, would be considered reimbursable. I will then provide the proper documentation to show that these conditions were met.
  
  If Audi Arlington requires that an outside facility use authorized Audi tools and procedures for a warranty repair to be considered reimbursable: Recall that I have already provided *********************  statement that the repair was done using “the procedure outlined by Audi and the special tools bought from Audi”. The procedure used by the repair facility was from the Technical Service Bulletin ********** obtained from Audi of America, and is attached in full to this response. This is an Audi of America authorized repair procedure ©2018. 
  
  If Audi Arlington requires that a dealership must have the first opportunity to diagnose and attempt to service the warranty: Recall that Audi Arlington was the first to service my vehicle for this issue (21 Feb 2022), which fell within the term limits of the warranty extension, and had ample time to complete the repair (my vehicle was in their possession for 162 days over 2 appointments in 2022). However, Audi Arlington admitted to ignoring the Audi of America Technical Service Bulletin that would have solved this issue in their failed attempts to perform the warranty repair, and denied that the true root cause (carbon buildup) was a possibility. My car was ultimately returned to me twice in 2022, still faulty both times. A 3rd appointment was promised, but never provided, and my requests for updates on when to expect a 3rd appointment were consistently ignored or met with pushback.
  
  If Audi Arlington believes that a third party repair facility should not have been involved: Recall that Audi Arlington was unwilling or unable to service my warranty within a reasonable period of time, after a reasonable number of repair attempts, nor with appropriate technical proficiency. There was no additional support forthcoming from Audi Arlington from Nov 2022 to April 2023. My decision to reach out to a third party for assistance was reasonable and justified. ********************* confirmed optically that the dealership did not perform the warranty repair correctly. Since the dealership remained non-communicative, I permitted the facility to complete the repair, which they did successfully using the Audi of America Technical Service Bulletin specifically designed for this procedure, making this a repair performed in accordance with Audi standards.
  
  If Audi Arlington considers that they are not liable, or that Audi of America is instead responsible for reimbursement: Note that because of the difficulty I was experiencing working with Audi of Arlington early on, I have been in regular contact with Audi of America’s Customer Advocacy unit beginning 18 April 2022. Audi of America’s final decision a year later on 18 April 2023 was that, since Audi Arlington originally validated and attempted repair, unsuccessfully, under the terms of warranty, continuation of this case is the dealership’s responsibility. In yet another call to Audi of America just today for clarification based on *** ********s’ latest response to BBB, Audi of America reiterated that warranty repairs not performed correctly by the dealership within a reasonable amount of time, after a reasonable number of attempts, and later resolved by an outside facility, are the responsibility of the dealership to reimburse, not Audi of America.

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

  Business Response

  Date: 06/16/2023

  For more details please contact Audi of America. 

  We are not participating in any reimbursement request in regards to this complaint, This decision is final.

   

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  Audi Arlingtons decision is not acceptable. The basis for validity of my warranty reimbursement request has been thoroughly explained in my previous messages in this conversation.
  Conversation history on this platform shows that I have addressed the business reasons for rejecting the warranty reimbursement. Yet the business still refuses resolution, now without any stated justification.
  
  Also note that the business has not offered any alternative solutions.
  
  Dispute resolution must now involve additional parties. For the next step, I request conditional arbitration through BBB. I ask that Audi Arlington and BBB please take the necessary actions to initiate this process.
  
  Thank you.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/30/2023

  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.

  I purchased an Audi ** on 22 July 2021 (VIN ****). The representative was *********************. There were several upgrades I also purchased along with it such as the Three for One Protection. After purchase, Audi stated some of the requested upgrades could not be done and I would receive a refund. There was also one upgrade which I was extremely dissatisfied with and contacted Audi on this matter. Clear Bra for $2675 Clear coat application $1295 Since December 2021 I have been in conversation via email, phone, and text with *** **** and many other individuals at Audi Arlington. They never like to give last names but it has been a ****, *****, *****, ****, ***** concerning the Clear Bra never being applied and the clear coat application was applied incorrectly (the water did not bead up at all and hundreds of very pronounced water spots were imbedded in the application). I have also spoke to several other individuals at Audi and have the proof to back it up. I have sent pictures and Audi has taken video of the poor work done. Interestingly, the GM requested on 23 Dec 21, a copy of the Buyer Order showing the amount paid. I sent it. 10 Feb 22, *** confirmed the Clear Bra, was never applied which was already discussed months ago. As of 30 April 23 all I have gotten is the GM who can approve is out on a medical emergency, The GM quit (and we have to start the process all over all with the new GM), Audi was working on the cancellation to get the refund, the check with accounting, check is waiting on the GM signature or the new GM asks for more time to research. 

  Business Response

  Date: 05/22/2023

  As the new General Manager at Audi of Arlington I will now be issuing a refund for the products which we did not install. Will have a check sent out this week.  Please accept my apology for the experience stemming from July 22 2021, moving forward I have put policies in place to prevent this from happening in the future. 

  For any additional assistance please reach out to me via cell phone ************

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

• Initial Complaint

  Date:04/10/2023

  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.

  I bought a used ***** at the beginning of February. As a used car, it is covered by a two-month/two thousand mile warranty (described in Buyers Guide, below). About six weeks into ownership, the car began having trouble shifting into high-gear (described in service record below). It was still drivable, but acceleration was slow and car can't exceed about 55 mph. I brought the car back to the dealership, showed the salesman from whom I had bought the car the issue, and checked it into service. I was travelling that week so I didn't mind waiting for the dealership, but after a week I still could not pick up my car because (I was told) the repair had not been authorized by the used car manager, who apparently was out sick. After another week, I was finally told that the repair was not authorized. The "logic" was that although the transmission was affected, the problem wasn't the transmission itself, but was instead the fuel pump. I insisted that the fuel pump is part of the engine and thus part of the powertrain, but the salesman didn't accept this argument. At this point I had been without my car for two weeks and just wanted it back even though it is not fully functional. Because this violation of the dealership's warranty is so blatant and clear, the simplest explanation I have is that this is stereotypical used-car-salesman behavior, where the goal is to sell as much as possible while keeping costs as low as possible. Fortunately, I documented everything, including paperwork, phone calls and text messages, all legally obtained and admissible. I wish I didn't have to worry about this with someone I did business with, but alas! Here's hoping the BBB can make things right.

  Business Response

  Date: 05/22/2023

  I spoke to ************************* today and have agreed to reimburse 50% of his non covered repair to his ******. We at Audi Arlington are doing this for good will purposes only and wish to gain a fully Satisfied customer in the process. This is on  a one time basis and we cannot participate in any non covered components to his preowned ***** in the future.   

  For more details please let me know, 

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

  Customer Answer

  Date: 06/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I have cashed the check for 50% but am still seeking the remaining 50% of the cost of the repairs. This is not a matter of "goodwill" as the business claims, since Audi was simply contractually obligated to ensure the good working of the power train of the car for the first two months of my owning it (see Buyer's Guide). This is a service that I purchased when I bought the car and paid the processing fee. Of course, Audi had the opportunity to do the repairs itself (as opposed to paying for another mechanic to do so) when I brought the car in during the warranty period but it refused to do so, hence this complaint.

  This business also ought to change its tone when addressing this complaint. As I mentioned, they are not doing me a favor by reimbursing me the cost of the repairs, but simply honoring the contract that they entered into. If paying for this repair meant that selling this car meant the firm lost money, then it should remember that this will happen with some of the sales and that losses are part of business. The car I bought was one used ***** and certainly cheaper than the Audis they mostly sell.  Also the business never offered me any sort of apology for the inconvenience of bringing my car in for service and waiting two weeks without a car only to be returned a car that still didn't function properly. This would be the case even if the business believes it shouldn't cover the costs of the repair, but is just a matter of courtesy.

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

  Business Response

  Date: 06/16/2023

  Your part which failed is not apart of the powertrain on your vehicle. 

  50% of the cost of the repair is our good will limit on this transaction on this incident, and we cannot participate any further.

  Thank you 

  ***** ********* 

• Initial Complaint

  Date:03/16/2023

  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.

  We purchased a vehicle on March 10th 2023. They told us how important it was to get the car inspected asap so it wouldn't delay us getting our plates on the new car. We took the car to get inspected on the 14th only to find out the key was missing for the wheel locks. We couldn't get the car inspected and tried reaching out to the dealership multiple times by phone and email, only to be ignored. We took our car to the ***************** to get new wheel locks which cost us $105 dollars to replace. Audi of Arlington never told us that the wheels had wheel locks and that the key was missing. The service manager in ********* told us there is no way they didn't know that key was missing. Not only was this a major safety issue, but now it took more money and time from us. This was such an easy and cheap solution for Arlington to fix but they wouldn't and ignored us. I truly believed as the other dealership stated us well that they should have told us this. Our tags made not make it in time before our temp expires because of this. This is one of many problems this dealership has but the most pressing one I would like to try to get resolved. Thank you

  Business Response

  Date: 04/28/2023

  Hello,

  We processed a refund check and will be mailing it out today for the $105.00 for wheel locks. 

  Thank you 

  ***** ********* 

  General Manager 

• Initial Complaint

  Date:03/01/2023

  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 Jan 31st, 2023, I came into Audi Arlington to get my vehicle serviced. This service included, what I thought would be, a routine brake service, two new tires replaced, an alignment and a multi-point inspection. This service took about 8 hours and the cost was $4298.58. Upon leaving the dealership, it was discovered that my vehicle was now leaking brake fluid. However, prior to getting my vehicle serviced with AUDI Arlington, this issue was nonexistent and it can be proven by the fact that the multi-point inspection did not require any of my fluids to be topped off. I took the vehicle back to Audi Arlington on Feb 2nd to have them take a look and confirm nothing was wrong. They took the car down to look at it and brought it back up to let me know that everything was okay and that I am "good to go". HOWEVER, after a quick look under my vehicle, it was discovered, BY ME, that there was oil leaking underneath. This is a VERY ALARMING indication that they did not thoroughly examine my car the first time that I asked them. They took the vehicle back again and discover that the master cylinder was leaking. They did not have any loaners to provide me so I had to find my way home via ****. I do not live close and it was about $80 total to get to and from the dealership. I was promised a reimbursement for this but have yet to receive any. On Feb 9th, I was called and told they had a loaner for me and when I got there it was revealed it had been given away. The email sent to *************************** stating that I did not think this incident was caused by the dealership is a BOLD and BLATANT LIE. This was 100% done by the dealership and they should be responsible for 100% of the cost to repair it. Upon arriving to the dealership to retrieve my car on March 1st, I was charged an ADDITIONAL $420.45. Ridiculous. I am just getting my vehicle back after 28 DAYS. I believe that a refund for this should be in order for the utterly disgusting mishandling of this entire situation.

  Business Response

  Date: 04/04/2023

  This client will be getting reimbursed for his ****/**** expenses only. He was informed of this roughly 1 month ago and we were still waiting on the receipts to properly reimburse him. Furthermore our dealership had nothing to do with the damage that his vehicle sustained. Because of the Audi of America stepped in and covered the cost of the parts leaving him to pay only for the labor. This was initiated by our dealership to soften the blow of the amount that he would have been responsible for paying as an act of goodwill just as the ****/**** reimbursement is a goodwill gesture. We as a dealership are not responsible for finding alternate transportation for a customer to correct issues that we did not cause nor are we obligated to provide them with a courtesy loaner vehicle which at the time we did not have available. 

  We would like to close this case as the clients check is in transit and he has already taken it upon himself to contact Audi of America to plead his case and their response was the same due to the fact that they offered him goodwill that they did not have to offer. 

• Initial Complaint

  Date:02/10/2023

  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.

  Attached is a more detailed account of my complaint; however, on October 23, 2022, I dropped off my vehicle for a repair. On November 9, 2022, I was told that the repair was completed. I discovered that it was not. Between then and now (February 10, 2023), my vehicle has not been repaired and I have been given numerous excuses as to why. Excuses include: only one technician with the expertise, the technician being sick, and the war in ******* causing shipping delays. I've repeatedly come in person to the dealership looking for answers because no one is responsive to my calls. It seems that once a sale was made, they were no longer concerned about their clients.

  Business Response

  Date: 03/07/2023

  This customer's vehicle has the most complex sunroof known to the automotive world and he is frustrated that the sunroof repair is taking too long.  This sunroof must be delicately cut out of the frame and the new sunroof placed cautiously with epoxies and glues.  It is a high risk job that also takes a considerable amount of time to complete (steps include disassembling the entire headliner, cutting out the existing sunroof, waiting for multiple layers of glues to cure for more than 24 hours each, a delicate reassembly, and more).  After an extremely long wait for backordered parts, the customer visited the dealership multiple times to be confrontational to various members of the staff.  The work is in process, the customer is in a complimentary service loaner, and getting all of the work done for free, despite the fact that it is not covered by warranty.

  Customer Answer

  Date: 03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I am TRULY offended by this response. Audi Arlington failed to say my vehicle was dropped off on October 23, 2022, and that the repair IS covered by warranty , according to ***************************. Two weeks later, I was told it was repaired. It was NOT. The technician who allegedly did the repair left his position shortly thereafter. I responded several times to Audi Arlington because calls were not being returned and customer service was horrible. I was given the runaround for MONTHS regarding the very expensive vehicle I purchased. Apparently, Audi Arlington feels that asking questions and wanting proactive communication and customer service is confrontational. It was not until speaking to a manager that the intricacies of the repair were explained. Even still, the ONE person who could do the repair was not available due to a family matter, and Audi Arlington took no steps to locate someone else with the skills required to do the repair correctly. Ive been promised at least twice in the past few weeks that my vehicle would be repaired and returned, and I have yet to see it since October 23, 2022. 

  The response from Audi Arlington is very disappointing and disrespectful, much like the General Manager was to me.
  
  Regards,
  
  **************************

  Business Response

  Date: 03/22/2023

  We are working with this customer as a collective on the dealership level as well as members of our corporate office. This repair is not technically covered under warranty due to damage from outside influence and was filed as a goodwill claim on behalf of our dealership and Audi of America. Our dealership is also covering the replacement and tinting of his windshield which is not covered under the goodwill claim. The repairs as previously mentioned are in process and will still take us quite a bit of time to complete as this is more of a body repair than a mechanical repair. Our factory trained and certified technicians are trained to handle most repairs but not repairs of this nature and magnitude. We are trying our best to complete these repairs as they are just as much a hardship for us and our team as they are for the client. We will with the client to update him on the status as we move forward and will allow him to pick the vehicle and return the loaner vehicle when the repairs are complete.

  Customer Answer

  Date: 03/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Communication is key... and the communication from Audi Arlington has been lackluster. In fact, I believe that communication has only slightly improved because I reached out to the ********* *********** Not only is this the FIRST time I am hearing that the repair was a "goodwill claim," this is the FIRST time that someone suggested an "outside influence" caused the issue.  Mind you, the very first time my vehicle was brought in on 10/23/22, it was "repaired' with no charge to me and I was told under warranty (invoice previously submitted to BBB).

  I also learned this week that I was given misinformation regarding the actual status of the repair. I was told in the beginning of the month that the sunroof frame was replaced and the only repair left was to replace the windshield that the Audi Arlington technician damaged. Apparently, that was false.  This week, I learned that the sunroof frame was JUST removed on 3/24/23. Also, the suggestion that I should be responsible for replacement of the windshield that was damaged by Audi Arlington during the repair process is ludicrous. It is as if Audi Arlington is claiming to be doing me a favor for something THEY damaged.
  

  The manner in which I am being treated and the misinformation I have been given by members of Audi Arlington is disheartening. This is not what I would expect from ANY business, especially a luxury auto brand.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 05/22/2023

  From: ***************************************** <****************@audiarlington.com>
  Date: Mon, May 22, 2023 at 1:51 PM
  Subject: ******** ***********************
  To: <[email protected]>
  Cc: ***************** <************************>, ***************** <***********************>, ******************************************** <***********@audiarlington.com>
  

  
  

  *****, 

  
  

  Can you please close this following complaint 

  
  

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

  ********
  

  
  

  This customer issue has been resolved fully with our service department and the customer has their vehicle fully repaired in his possession. 

  
  

  Thank you, 

  
  

  --
  

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

  General Manager

   

  Audi Arlington

  Direct: **************

  Cell: **************

  ******************, Arlington, VA  22204

  AudiArlington.com