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:06/02/2025

  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.

  I purchased a 4 year Audi Care contract for $1399.00 when I bought my brand new car. The engine literally blew up within weeks of purchase and I was stranded in the middle of the highway, and needed to be towed to the dealer, where the care remained for several weeks until a new engine was placed in the car. I requested a brand new car after that happened, as it was a $60k car; the dealership refused to exchange it at that time. I was not comfortable with continuing to drive that car, so I ended up trading in that car, in exchange for another brand new car within the year. When I traded it in, I was told that the 4 year Audi Care contract would be transferred over.
  Today, while my car was at the dealership getting the 20k mileage service check, I was told that they do not have a record of my purchase of the audi care transferring to the new car, despite my receipt showing that I paid for that package.
  I feel this company poorly handled the initial issue with the new car engine exploding, and now, they are not honoring the contract despite proof of purchase.
  I also feel that I am being discriminated against because I am a woman.
  I would like for them to honor my contract, or reimburse me for the remaining amount of the contract that I purchased.

  Business Response

  Date: 06/03/2025

  Good Afternoon,

  I reviewed the complaint by Mrs.  *****.  I talked with my service team and looked at the scanned copies of the deal we got from when she bought her Q5.  I am sorry but can not see anything that shows we owed her an Audi Care package which covers service at 10K, 20k, 30K and 40K miles and  had a value at the time of $1349.  Mrs.  ***** did have her 10K service done and did pay for that service so I am surprised she did not say something at this time.  I am glad to work something out with her since she did buy multiple cars from us and we take her patronage serious.  Please feel free to have someone reach out if she would like some help.

   

  Sincerley,

  General Sales Manager

  Audi Wilmington

  302-661-2100

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23408183

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:07/18/2023

  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.

  Date of the transaction was 05/12/23 for payment of the service bill for $2,655.00 & on 06/27/23 when receiving the car back from the dealership. On 06/27/23 we noticed mold, dirt & gallons of water laying dormant in the car in the electrical panels. This caused extensive damages to the vehicle. There was know immediate committment of the Audi Dealership to follow up on the problem. We followed up with the dealership, wrote an email to corporate and followed up with our insurance company to place a claim. The vehicle as charged off and we now out of a vechicle a week after picking the car up for reapirs. We are looking for recovery of the financial loss as we need multiple vechicles for our business.

  Business Response

  Date: 07/21/2023

   

   

  Hello the following is a timeline of events at no time were we aware of any water issues or was there any mention of water issues 

  4/17/23 vehicle came in after having work done at another shop, vehicle having
  drivability issues.
  Vehicle picked up 5/12/23
  Client returned 5/15/23 complaining that brakes did not feel like they did after
  she just had them replaced at another facility. Also stated that rear mirror fell off
  as she was adjusting it, and key did not work to unlock doors and to start vehicle.
  We reattached mirror(nothing broken) replaced battery in key fob, and
  performed brake flush on vehicle as a courtesy due to contamination. None of
  these concerns were related to repairs we did. Client picked up vehicle 6/30/23
  Client immediately returned complaining of mold on passengers side of vehicle
  and and water in trunk area of vehicle, and is now having electrical issues. We
  offered a complementary interior detail as a courtesy for the mold concern. No
  idea where the water came in from as we have not done a water test in the
  vehicle. Vehicle was here during the extreme rain storms we were having over
  that 2 week period 

   

  Thank you for your time. 

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
   am following up in regards to Complaint #20338521  I am rejecting and do not accept the response made by the business Audi-Wilmington please see additonal details-Yes they are correct no previous issues with water on 05/12/2023 the vehicle was paid in full. 05/12/2023- vehicle was left at the dealership due to the key fob, mirror and brakes feeling hard to press.06/27/2023- Dealership called the vehicle is ready for pickup.06/27/2023 -Return the vehicle back to the dealership due to mold, mildew and water spotted throughout the entire vehicle.06/28/2023- The Dealership called with availability for 08/15/2023 for a detail on the car. Appointment was set .05/12/2023-06/27/2023- The timeframe just to flush the brakes, battery key fob and attach the mirror was an excessive amount of time.
  
  
  Regards,
  Complaint ID: 20338521
   
  
  
  
   

  Business Response

  Date: 08/07/2023

   

  The work performed to the brakes and engine were needed and performed correctly I'm not sure how or where the water entered the vehicle. No repairs performed by Audi Wilmington could cause water to enter the vehicle.