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:05/15/2025

  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.

  Vehicle was in for service at the dealership around April 14th to repair an oil leak and replace the timing chain. The dealer claimed to have fixed the oil leak during this service. One month later, about May 10th, a low oil error displayed on the dashboard stating the need to add more oil. I put 1 quart in the car and returned to the dealership. The dealer sent a quote of ****** to fix the leak after claiming to have fixed it during previous maintenance. Had the dealer done a proper inspection of the vehicle on the first visit and properly quoting approximately $15,000 in repairs, we would have never done the maintenance to begin with. Partial refund of work that didn't resolve oil leak

  Business Response

  Date: 06/10/2025

  ****,
  
  Its unfortunate to hear about your dissatisfaction with the repairs that took place here at Audi Glenwood Springs.
  
  Its important to note that the oil leak we diagnosed at your request was diagnosed in May of 2024; a full year and ****** miles passed before you returned to have the leak corrected.
  
  Our team did correct the leak in question from the camshaft bridge; a leak that presented in the front and side of the engine. It was not until a full month and ***** miles later that the vehicle returned with a new leak from the rear main seal; a leak that presented on the back of the engine.
  
  While we do everything in our power to ensure no additional issues exist while vehicles are in our possession, this new leak would have been impossible to detect as it took a month of driving for it to present. It also took hours running in our shop with engine oil leak trace powder on the block in order to duplicate the leak and pinpoint the location.
  
  It was our recommendation at this time, during the second visit, that you consider selling the vehicle. Not only had the vehicle proven to us that it can have multiple issues within the same 14 month period, but a 12 year old vehicle with ~******* miles can be expected to have mechanical issues occur without warning.
  
  We do stand by our work and guarantee every repair for 12 months and ****** miles. We are confident in every regard that we corrected the leak we diagnosed, and that the new leak is not at all related to the prior, year-old leak that we repaired.
  
  If you would like to discuss further, please feel free to reach out to me directly.
  
  *********** *****
  Master ************* Director
  *************
  Audi Glenwood Springs
  Glenwood Springs Volkswagen
  ************
  ********************************************************************************************
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to file my 2024 Federal taxes about two weeks ago using an on line tax service (OLT) . The return was rejected by the *** because something was wrong with my Form 8936 which is used to claim a credit for an electric vehicle. A likely cause for this rejection is the car dealer not filing a report with the *** so that the purchase could be confirmed.I have e-mailed the dealership twice, and called them twice - on March 10th and March 18th - explaining that we had a problem. I haven't even been able to get the Volkswagen dealer to even return my call or e-mail to doublecheck on the reporting of this car purchase which occurred on Feb 24th of 2024. So at this time I am unable to claim my $7500.00 tax credit for the purchase of an ID4 and finish filing my taxes in a timely manner

• Initial Complaint

  Date:10/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor buying experience with this dealership on March 16, 2024. They misrepresented the sale of a 2023 **** Q7. They sold this car to me as a NEW car, yet it had 6370 miles on it. Also, I believe they sold a USED automobile at a NEW price. After visiting two dealerships and multiple searches online; my 2023 **** Q7 only blue booked for $55,000, which is roughly $30,000 less than my purchase price. This car depreciated that much in 5 months?Per the State of ********, Code of Colorado Regulations, REGULATION 12-6-102(12) "For the purpose of administration of the Motor Vehicle Dealers and Salesperson Licensing Law, a new motor vehicle shall be deemed to be a motor vehicle sold by a Colorado licensed motor vehicle dealer, as defined in the Act, who is franchised by the manufacturer of that make of motor vehicle to sell such motor vehicles. Said motor vehicle shall not have been used as a demonstrator or for private use, or for any other purpose which would indicate use in the strict definition of the word used. A motor vehicle which has been used by a dealer solely for the purpose of demonstration to prospective customers shall be considered a new vehicle, unless such demonstration use has been for more than Fifteen Hundred (1500) miles."Any fraud or misrepresentation in a motor vehicle sale is punishable under Colorado State.Furthermore, I have been distraught for months about the purchase of the 2023 **** Q7 regarding the miles that were on a car that was sold as NEW. Also, it took 4 months to get my registration completed due to this issue, which was totally unacceptable.

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with Audi Glenwood Springs since they first opened. I have used their services for three of my Audis, with the most recent being my 2018 Audi A6 Prestige.
  
  On December 5th, 2023, a service driver from Audi Glenwood Springs picked up my car from my home for servicing and repairs. Unfortunately, while transporting my vehicle, the driver was involved in an accident and totaled my car. The driver attempted to use the "emergency & authorized vehicles only" turn-around on the highway, which resulted in a collision with a semi-truck. Thankfully, the driver was unharmed, but my car was completely destroyed. I later discovered that this particular service driver had been involved in multiple other accidents in customers' vehicles.
  
  For three months, I made multiple attempts to contact the General Manager, Mr. Kelly Hooper, through voicemails and emails but never received a response from him or anyone else at the dealership. No one reached out to me after informing me of the accident on December 5th, except for their service manager, Chris, who provided some assistance only after I was able to contact him two and a half months later.
  
  Audi Glenwood Springs is owned by Sonic Automotive Inc, the 5th largest automotive retailer in the country. It appears that they do not prioritize customer care, as evident from my experience with them.
  
  After three months of waiting, I was contacted by Sedgwick Claims Management Services, the company handling claims for Sonic Automotive Inc. They offered me a settlement below the Blue Book value for my totaled car and were unwilling to negotiate further.
  
  I was not in the market to sell my vehicle. They destroyed it and offered less money than it would take to replace it.
  
  My experience serves as a cautionary tale for anyone considering Audi Glenwood Springs for their automotive needs. If the dealership is responsible for any damage to your vehicle, expect to be poorly treated and for the responsibility to be shifted to Sonic Automotive Inc, who will not prioritize customer satisfaction, regardless of your loyalty or status as a long-term customer.

  Business Response

  Date: 04/23/2024

  BBB,

  Mr. Wander was given a settlement from our insurance company for a total loss. We informed him to work with our insurance company if he was unhappy with the settlement.  He has responded by filing complaints with you and leaving reviews online that we are bad people because we won't give him what he is demanding.  Last I heard he wanted a brand-new car, $10,000 cash and for our insurance to pay off his loan. Furthermore, we provided him with a free service loaner the whole time it was being settled with insurance.  He was demanding $90,000 in payment or a brand-new car built the way he wanted to replace his 2018 Audi A6 plus the 10,000 cash and his loan paid off.  This was not excepted by the insurance company and l heard he was not speaking to them.

   

  We have let our insurance company handle this claim.

   

  Thank you,

  Kelly Hooper

  Customer Answer

  Date: 04/24/2024

  Complaint: 21505026
  
  
  
  I am rejecting this response because:

  Audi Glenwood Springs, operated by Sonic Automotive Incorporated, made an extremely low offer to me. They only offered me a price that was $3,000.00 below the blue book value of my car.
  
  It is important to note that I had no intention of selling my car. In addition to having extended warranty coverage and an extended Audi Care package, I had recently invested in purchases to ensure that I could continue driving it for at least another 4 years. I had a strong attachment to that car. Unfortunately, due to the reckless behavior and gross negligence of one of their service department drivers, my car was destroyed while in their care. Among my recent purchases were two new sets of tires, totaling over $3,700.00, which I had bought directly from them. One set of tires had been purchased just weeks before the incident and the other a few months, yet they refused to refund me for either set.
  
  Upon the recommendation of a friend who owns several car dealerships in the Midwest, I countered their low offer with a high one. This is commonly seen as part of the negotiation process. I was informed that they had access to other cars at different dealerships owned by their parent company that could have been offered as a replacement for my car. However, they showed no intention of assisting me in this way.
  
  I had a clear cut and dry winning legal case against them. However, I was unaware that in the state of Colorado, the losing party in a court case is not obligated to cover the legal fees of the winning party. This fact was not lost on them, and I found myself at a disadvantage. With me being the little guy, there was no way I could take on the fifth largest automotive retailer in the country on my own.
  
  There is a distinction between meeting the minimum legal requirements and acting ethically. I had been a faithful customer of Audi Glenwood Springs since the opening of their dealership in the town, utilizing their services for all four Audi vehicles I had leased or owned over the years. Their offer left me unable to find a comparable replacement for my car, leaving me in a very difficult financial position.
  
  
  
  Regards,
  
  
  
  Kenneth Wander

   

  On a side note:  Not once during this whole three month process did their general manager Mr. Kelly Hooper ever reach out to me.  And the only time anyone from Audi Glenwood Springs ever contacted me was on the day they totaled my car. Then almost three months to the day after the incident, I was contacted by Sonic Automotive Incorporated's claims department.

  Also, they took back their loaner vehicle well before I was able to purchase a new car.  Leaving me with substantial rental car fees.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Audi Volkswagen Glenwood Springs fraudulently submitted an auto loan to Wells Fargo Auto Financing without my knowledge. I never took the vehicle home because it was found to be unsafe to drive on the day of pick-up. It has been in the dealership's possession the entire time but the dealership refuses to unwind the contract. Details are provided within the "Narrative Explanation of Situation" attachment. Only PII information has been redacted.

  Customer Answer

  Date: 02/19/2024

  from: **************************
  to: *****************************************
  cc: ********************************************,
  *****************************************,
  **************************
  date: Feb 18, 2024, 6:24 PM
  subject: ***************************** Reply to ***** ************************************** Officer ***** ID: ***********************************
  
  Good Evening,
  Attached is the letter I received from the ***** ************************************** Office dated 8 February 2023 and my response to that letter.  I have also included the packet I submitted to the BBB and ******** AID complaints departments. This correspondence is in support of my complaint against Audi Glenwood Springs for fraudulently using my signature to request an Auto Loan through ***** Fargo Auto. 
  Respectfully,
  Klenise (*******) ******
  "Happiness is NOT a Destination, but a WAY of Life.  Embrace the Changes..." ~**********************************;
  
   
  
  From: ************************** <**************************>
  Sent: Sunday, January 21, 2024 11:23 AM
  To: *****************************************
  Cc: **************************
  Subject: Case ID: *****************
  
  Good Afternoon,
  To whom it may concern, this correspondence is support of the subject sales fraud case being investigated by ***. ***, thank you for speaking with me via phone this past Thursday (01/18/2024).  As we discussed, my last interaction with the dealership was my email to them on 12/05/2023.  Ive included copies of my emails to the dealership.  During all of this, the dealership was careful to not respond to my correspondence in writing.  They called and my emails were documentation of the situation.  At the time of my email, we had spoken prior to that, and I havent heard from them since then.  My first indication that there was a problem was the letter from ***** Fargo, trying to get payment from me on a loan I didnt request for a vehicle I do not possess, as the last time I saw the vehicle was when I was walking away from it in tears after handing the key fobs back to the sales representative (***) on 12/02/2023.    While I attempted to be humble in my first email, using the word request, the dealership was absolutely in breach; we had no contract.
  
  Another concern I have is that they submitted these documents to you all after all of this transpired, knowing full well they still had the vehicle and that my pre-approval was with *********** Auto, who I have an active loan with for a vehicle I possess. 
  
  Respectfully,
  Klenise (*******) ******
  "Happiness is NOT a Destination, but a WAY of Life.  Embrace the Changes..." ~**********************************;

• Initial Complaint

  Date:01/22/2024

  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.

  Bought a car from Audi glenwood springs. This place is a joke, bought my car in Sept when my temp tags were expiring in nov I called them to get new tags because the clerk and recorder had no info about this vehicle and see why I haven’t received anything about the payment being due that’s when they noticed of well it’s still not financed cause they lost my paper work, so we had to get financing with a different rate re sign all the paper with a different bank something shady was going on I think. Then they never sent me any of my paperwork both times I had called numerous times, and nothing! Both times had to physically go down and get my paperwork, this last time I went I said ya my temp tags are expiring once again, he promised me he would overnight me temp tags the day before the expiration, guess what they are expired I called today and ya we can’t print you anymore we are only aloud to twice ummmm ok so I drive on expired temp tags for another two months. He said ya not much they can do.

  Business Response

  Date: 02/09/2024

  First off, I would like to greatly apologize for the delay in response and in processing your title work.  Michael Ruch is no longer with us and I am the new General Manager.

  In regards to the paperwork, I want to extend my sincere apology for the trouble you had to go through to get your loan secured and copies of your paperwork.  I have been informed that my staff did eventually provide you with the requested paperwork and we are using this experience to better train our staff.  In regards to our staff, the majority of them are new and new to their positions and this will not happen again in the future.

  I have also been assured that the title work has been delivered to the DMV and has been or will be ready shortly.

   

  Please don't hesitate to call me if you have any further questions or concerns in the future.

  Kelly Hooper (970) 384-5333 or please email me at [email protected]

   

   

   

• Initial Complaint

  Date:10/04/2022

  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 ******* 2019 in July 2022 for $117,400 from them. I was told that because it is out of state the dealer would have to register the car and would send me the plates within 2 weeks. It has been 3 months and the car has been sitting in my garage and I can’t drive it because I don’t have a registration or plates. I wasted all summer and could not enjoy the car. Every week was an excuse until they stopped answering my text messages as of 2 weeks ago. I tried to resolve with the salesman (Kevin) Sales manager (Michael) and general manager (Jon) without success. I told them that I would send the car back 5 weeks ago and the sales manager offered me $2500 to pay for carrying costs and fix the seat that has a hole which was not disclosed either. The salesman told me that there were no rips scratches or dents and the car was delivered with a hole on the drivers seat. I said yes to the $2500 as long as the plates were delivered within 2 weeks. This was 5 weeks ago. Now they don’t even respond. I need this resolved and they just don’t care. All in I spent $125,000 for a car I can’t drive

  Business Response

  Date: 10/24/2022

  Clay,
  Hi there!
  We have settled this with the customer and gave him 2 months car payments and I think some additional money. He does have his plates now.
  Michael S****,