ComplaintsforAudi Spokane

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023 I took my 2020 Atlas CrossSport in for its ****** service using my Volkswagen Care scheduled maintenance plan. It was my understanding that this service was completed per the contract and the scheduled maintenance was completed. In August 2024, I took the car into the Post Falls VW dealership for my ****** mile service. The service technician told me that the ****** scheduled maintenance was not done and only an oil change was completed, specifically he said that a break flush and HALDEX - rear differential flush should have been completed at minimum for the ****** maintenance list. The Post Falls service department is unable to complete this work unless I pay for it. This is because the Autonation VW of Spokane service department has already claimed the ****** service is complete and they can not bill my prepaid ******* plan for the work. Autonation VW of Spokane has lost my trust and I need them to find a way to reimburse me or the Post *************************** so I can get the ****** mile maintenance completed properly.

  Business response

  09/10/2024

  Thank you for bringing this concern to our attention. The management team is in contact with the customer and also contacted the manufacturer for assistance. Volkswagen of America has agreed to cover the cost of the necessary repairs. 

  Thank you. 

  Customer response

  09/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While at the service appointment a technician was taking down our Nexar dash camera and mingling with it, probably trying to find the memory card. He broke it. I have tried to reach out to the dealership multiple types as well as trying to get a hold of their general manager. No response. Very dissatisfied by their service, the way they treat other peoples property.

  Business response

  08/22/2024

  Thank you for bringing this concern to our attention. The management team has been in constant communication with the customer to resolve their concerns. The customer advised they prefer to take the vehicle to a repair facility of their choice, and have been provided the details of the facility to arrange an appointment at their earliest convenience. 

  Thank you. 

  Customer response

  08/23/2024

   
  Complaint: 22136792
  
  I am rejecting this response because:

  The business recommended by the dealer is not an authorized retailer or technician of Nexar dashcam. All the dealership is trying to do is avoid paying for a new camera since they have broken this one. They have been trying really hard to make excuses for themselves. 

  
  Sincerely,
  
  ******* *******

  Business response

  08/29/2024

  The management team has agreed to and is committed to covering the cost of the repair or replacement if deemed necessary after inspection by a facility capable of servicing aftermarket dash cams. The customer was asked for their facility of choice as the suggestions from the management team were deemed unsuitable, to display their commitment to assisting the customer. 

  Thank you. 

  Customer response

  09/05/2024

   
  Complaint: 22136792
  
  I am rejecting this response because:

  There is no business that specialize in Nexar Dash cams. Also, **** of Spokane broke it now I have to waste more of my time to prove it?! That doesn't sound right. If we are going the route of proving things, I have requested videos of the work they have completed. Still have not gotten any response about that. If I need to prove anything they as a business need to provide me the videos of the work completed as well, not just a summary on paper.

  
  
  Sincerely,
  
  ******* *******

  Business response

  09/17/2024

  As the customer was not satisfied with the facilities chosen by the dealership, the customer's preference of facility was requested, not to prove repairs were needed. As previously mentioned, the dealership is committed to resolving this matter.

  Thank you. 

  Customer response

  09/20/2024

   
  Complaint: 22136792
  
  I am rejecting this response because: Okay, if the dealership is committed to resolving the issue, and doesn't require me to waste more time proving something. Go ahead and send me a check for a new dash camera or buy me an exact replacement. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my auto in for EPA warranty work related to coolant loss in Jan 2024, was told there was no problem. Brought vehicle back in April 2024 after continued coolant loss and was told my warranty expired in Dec 2023, despite being active and covering work done in Jan 2024. Dealer kept my vehicle for 3 months without fixing it, stating ongoing talks about warranty coverage discrepancies but providing no updates. Would not return phone calls or answer calls from my phone number, eventually had to show up in-person to tell them to release my vehicle.

  Business response

  08/02/2024

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer to update them on their communication with **** of America regarding their concerns. 

  Thank you. 

  Customer response

  08/13/2024

   
  Complaint: 22043148
  
  I am rejecting this response because: ***************** has reached out once to report that they were escalating the issue with ******** and a reply should be received within 72 hours of the escalation, it has now been nearly 2 weeks with no updates. Issue remains unresolved and nobody has since been in contact.
  
  Sincerely,
  
  ***********************

  Business response

  08/22/2024

  We will need additional time to provide an update regarding this matter as we follow-up on the customer's latest update. 

  Thank you. 

  Business response

  08/29/2024

  The management team continues to communicate with the manufacturer to reach a solution that will benefit the customer. We understand this may be frustrating; however, we cannot move forward without the final decision of the manufacturer. 

  Thank you. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Promises made by finance manager didnt not live to the expectations. Charged for items that was supposed to have been covered by warranty. Takes 3 days to preform basic services requests without providing rental nor a loaner vehicle. No uber or Lyft.

  Business response

  07/26/2024

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer and was able to assist with their wheel repair concerns. The management team also provided the customer with a loaner vehicle while they complete maintenance on the interior of the vehicle. 

  Thank you. 

  Customer response

  08/15/2024

  First of all we are not satisfied with the way service was completed. They ruined our rims and said there is nothing else they can do. Technician at **** of Spokane broke our dash cam when he was taking it down and mingling, trying to find a memory card to destroy any evidence of their poor service/work. 
  

   

  --

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

  Business response

  08/26/2024

  The General Manager has contacted the customer multiple times regarding their concerns. The management team issued a reimbursement check on July 23, 2024, in the amount of $207.23 for their alignment as requested. The management team would also consider providing reimbursement for the tire patch upon the return of the loaner vehicle as well. It was determined that all warranty products were sold with full disclosure according to our standard procedures. As a result, a refund will not be issued for any non-cancellable warranty(s). Also, the manufacturer has declined to buy the vehicle back as a they have determined a valid reason for a buyback has not been presented. 

  Thank you. 

  Customer response

  08/28/2024

   
  Complaint: 22019232
  
  I am rejecting this response because: 

  We were charged for alignment and for tire patch while we had the service plan. They failed to verify coverage and charged us. The only reason they refunded is when we found the service plan, showed them even then their employee was refusing to. I insisted they look into it, they finally agreed to call the service plan company, thats when they were told they were wrong and they refunded the charges. This is not adequate service, if you need to fight for every little thing and prove like you are in court. Im 100% sure that they wrongfully charge all of their customers because their staff lack the knowledge of the products their finance manager sells. Also, after the finance manager sells products she will never go over them again. There is major consumer fraud going on at the dealership. If they do know the coverages well they are purposely cheating their customers. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th, I bought an Audi Q3. They told me I would be able to register my car with Oregon *** in 4-6 weeks. I went to the *** about three and half weeks after I bought my car and my paperwork was not registered at the Oregon ***. I called the dealership, and they told me that paperwork gets sent out at the end of the month and will be able to register my car in a couple weeks. I went 2 weeks later, and the paperwork was still not in the Oregon *** system. I called the dealership 2 times and got the same answer, I will pass along the message and get someone to call you back. No one called me back. I bought a second trip permit from Oregon ***. Still no paperwork in ****** *** system. I called and asked for a second time for a loner car since the trip permit was about 2 weeks from expiring. They told me if I was local, I would be able have a loner. I'm 2hr and 45mins away. The dealership asked me to get contact info of the Sub Oregon ***, which is the one in my town, so they can ask for an exemption even though the *** employee called themselves before I bought the second trip permit and I told them after the second trip permit, they will not sell me another one. The dealership told the *** Employee that they will send a message to the title clerk. (No response). Th 4th time I went to the *** asking if they could give contact info for the Dealership, but they told me that there will be no exemption made, anything faxed to them will not be accepted, and direct contact info will not be given. I told this the dealership. At this point *** asked the tracking for the registration paperwork twice. (No response). I got email documentation that they won't be able to get the title for about 14 weeks and then they have to still register the car with the Oregon ***. On July 11th I called was put on hold for General manager and it went to voicemail after 55 mins of being on hold. So, I have no solution, no car I can legally drive, and not sure what to do at this point.

  Business response

  07/17/2024

  Thank you for bringing this concern to our attention. The customer is in contact with the management team who has informed them of the *** of the duplicate title required to fulfill their registration complications. The customer was also provided a loaner vehicle until the issue is resolved. 

  Thank you. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Tiguan from AutoNation Volkswagen. It has a warped axle. It was either not noticed in the pre-purchase exam, or was noticed and ignored- Im not sure whats worse. After writing a review on ********* I was told the ** wanted to talk to me and was given a number for Volkswagens phone tree. I talked to someone who said the managers were all busy but was assured someone would call back by the end of the day or the next day. That was two weeks ago.

  Business response

  10/11/2023

  Thank you for bringing this concern to our attention. The management team has agreed to cover the expenses of the replacement of the customer's CV axle. The customer has been provided an estimated timeline of repairs. 

  Thank you. 

  Customer response

  10/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23, 2023 I purchased a 2016 Audi Q5 TDI from AutoNation Audi Spokane. Mileage on the car: 37,411.I picked the car up from AutoNation on and July 10 the check engine light immediately came on as I drove out of the AutoNation parking lot. I drove back to AutoNation and showed this to the AutoNation Service Advisor. While he was in the car the check engine light went off. He suggested I keep an eye on it and if it came back on I should make a service appointment. It did come back on and the car performance was poor, faltering now and then, feeling like it was starved for fuel. 7/13/23 emailed ***************************, the AutoNation sales associate I worked with, regarding the Q5 faltering.7/17/23 emailed *********************, the After Sale Director, copying the same message I sent to ******. I made an AutoNation service appointment to have the problem evaluated and fixed. The appointment was scheduled for 8/1/23. 8/1/23 Mileage: ******: I dropped the car off at AutoNation for service. 8/11/23 Mileage ******: I picked the car up from AutoNation. They replaced the *** cooler.8/14/23 I requested a CarFax. CarFax report has several notable entries:7/29/2020 23,285mi: AutoNation began servicing this car.9/29/2020 23,942mi: Maint. inspection complete, *** system serviced.6/27/22 35,315mi: Maint. inspection complete 7/22/22 35,574mi: Maint. inspection complete 10/15/22 36,832mi: Maint. inspection complete 10/28/22 36,971mi: Intake manifold gasket(s) replaced. NOTE: no mention of *** valve replacement the Service Mgr mentioned to me on 7/10/23.8/14/23 ******mi Intake manifold gasket(s) replaced. NOTE: there is no mention of the *** Cooler being replaced, though it was.On test drives ****** assured me the car had been fully inspected by service and was sound. All prior maintenance and replacement work should have been disclosed so I could have made a decision not to buy.The solution to this issue: return the car to AutoNation and receive a full refund of $33,173.57.

  Business response

  09/01/2023

  Thank you for bringing this concern to our attention. The management team is currently working with the customer to come to a resolution. 

  Thank you. 

  Customer response

  09/11/2023

   
  Complaint: 20523743
  
  I am rejecting this response because:

  The response from AutoNation did not meet my requested remedy. Their offer to purchase back the vehicle falls short of my expectations and ends up costing me nearly $6000 to "sell back" a vehicle that they represented as being such a good quality that it garnered the top ***** Blue Book value when I bought it. It very quickly proved otherwise. When I learned just how often the car had been repaired for the same issue I alerted them of my concern. Their explanation of rejecting a full price return was that my request came after the 5-day return period had elapsed. They were unwilling to consider anything but a "purchase" of the car back from me at a discounted price.
  
  Sincerely,
  
  *********************

  Business response

  09/20/2023

  A formal resolution has been reached with the customer who has agreed to the solution. 

  Thank you. 

  Customer response

  09/27/2023

  I have returned the car to AutoNation and accepted a refund amount about $3000 less than I paid for it.  Although I am unhappy with the outcome of this transaction I am relieved to not be dealing with AutoNation any longer.  I doubt I will ever be a customer of ********************** in the future. The ****** learned here for me is to not trust what the sales person is telling you about a used vehicle's reliability. It's incumbent on the buyer to dig out all the service history, make calls and ask questions about what the repairs really were.  Entries in CarFax can be cryptic, incomplete and misleading.

  I don't like either of the choices you offer for me to select from.  I am not satisfied but I am not longer pursuing a different outcome.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Audi Auto Nation on April 19th 2023. Before leaving the dealership we noticed the front bumper was damaged. *******************, said not to worry. The dealership will replace it. He would order the part and call me when it's time to bring the car in. To this day no one from the dealership has called me about replacing the bumper. I called 2 weeks ago and spoke to someone in the parts department, who told me he ordered the bumper a day before me calling Which is odd, since it should have been ordered back in April. Now, calling to see if it has arrived. My calls go to voice-mail. Today, is July 21st, 2023. I have been calling the dealership for weeks asking for a temporary tag to place in the window until permanent license plates arrive. Only, to be told someone would call me back. Again, not one person has called my phone number. The tags that were place in the back window on April 19th expired June 3rd. We are now at the end of July. With no one from the dealership showing concern to even return my calls or emails. It has come to the point when I call the dealership my calls are forwarded to voice-mail.

  Business response

  07/31/2023

  Thank you for bringing this concern to our attention. The customer has been in contact with the dealership directly and their vehicle is undergoing repairs as the necessary parts have arrived. 

  Thank you. 

  Customer response

  08/03/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a conversation I had with Audi Spokane chat feature earlier today on behalf of my girlfriend ***** and again no action was taken by this company for us not even a return call and to further treat us like garbage I called myself and spoke to a gentleman and he was unfamiliar with our vehicle and put me on hold to retrieve the young man who has been assigned to our vehicle and I sat on hold for over 20 minutes and finally gave up and hung up and this is just getting out of handled and for over $1200+ dollars we have paid for repair services that were not satisfactory nor complete the first time and we suffer monetary loss along with general life struggles without that vehicle and after a week and a half all we have heard is that he would try to get us an appointment slot for this Friday today after telling me that was possibly only availability which was a lie because I got an appointment made for Wednesday at 7am with their online schedule program and Im so disgusted with the service that we have received and we need her vehicle returned with the repairs already paid for complete and explained what has taken a week and a half and no communication with us and Im reaching out on behalf because ***** is now concerned that this business will sabotage her vehicle for future failure and we wouldnt be able to know if they would do that which is a huge concern in filing this complaint but I have never seen or heard a business that claims such high marks for service and taking care of their customers give us the experience we have received and now we fear they will seek revenge towards us for having to take this route to get some answers!

  Business response

  04/06/2023

  Thank you for bringing this concern to our attention. 

  We have been in communication with the customer directly and are currently addressing their concerns.

  Thank you,

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2021 Audi Q5 on 7/02/22 - the vehicle had a small cracked windshield that grew in size the 20 days that I have had the vehicle. Audi Spokane reassured me and it's in writing that the windshield will be replaced without a cost to me. About a week ago, they said that they are going to get Safelite Auto Glass to contact me so that I am able to schedule a date and time on the windshield replacement that the dealership is paying for. I have tried to contact numerous times the past week to Safelite, asking if the dealership have given them my information, they informed me that they have none of my information. I contacted the sales manager at Audi Spokane, he reassured me that Safelite has my information. I still have not yet gotten a call from Safelite as of today (7/22/22) to secure an appointment for the replacement. I even contacted the sales manager again on (7/21/22) because he told me he would call me back to follow up with me; but there was no answer when I called nor a return call from him. This is getting to be a safety concern and I would like Audi Spokane to take care of this matter immediately like they had promised.

  Business response

  07/27/2022

  Thank you for bringing this concern to our attention. 

   

  We apologize that Safelite has not been communicating effectively with the customer as they were provided all the required information. 

  The customer is scheduled with Safelite for Friday at the Spokane Valley shop for repair. 

   

  Thank you. 

*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. ↩