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:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a text I sent to the service manager. I
  do feel that we are due something for this huge inconvenience. You all have had our car since roughly 12/27 and it is now 2/16. Yes we have had your loaner, but our car was wrecked while in your possession, being driven on a day when it just snowed.
  The whole instance from the beginning was shady, meaning when I got a call from ****** he left a VM about our car being wrecked that I later heard. I called him and he said that it was a little dent in the door and busted tail light. I was thinking ok. I told him to send me pictures. That's when he said well, the door will probably have to be replaced. I told him I wanted pictures. I reached out to him 4 times to find out where the pictures were and our car. I asked for a manager and you called me back. We still never got the full story as to what happened to the car. It seems like it spun out for there to be damage on both side of the car. You did end up sending pictures. But this whole process could have and should have been handled differently. Starting with a manager calling the client not a service writer and leaving a VM with this info. I know you say that our cars trade in value hasn't changed, but realistically it has. It has been wrecked now and we if asked have to tell the truth about that.
  
  We feel that you all fixed the car. That is great and to be expected. But I feel that due to the extreme inconvenience of not having our car. ****** car that we're paying for is not fair. I wanted to try and work this out with you first. I have reached out to an attorney for a consultation. I am just trying to be transparent.
  
  When I put our car in at ****** and it's it without a wreck it is 2400.00 different in trade-in value. I called another dealership and asked for them to give me a quote. And it ranged from 2400.00-4000.00 with them not seeing it. They said they would need to look it over and drive it to give a final quote.
  
  I want you all to do something to make

  

  Business Response

  Date: 04/01/2024

  We do acknowledge that the vehicle was in an accident
  while in our possession. Prior to the incident, the customer was contacted by Audi Louisville and the technician was authorized to perform an extensive road test after the repairs were
  completed on the parking camera system. During the road test the vehicle contacted a stop sign causing damage to the passenger front door and rear bumper
  cover. The customer was immediately contacted and explained exactly what happened and was
  given the name of the body shop that the vehicle was taken to. The customer also visited the body shop himself to inspect the vehicle. The vehicle was repaired with all Audi new parts,
  returned to the customer when it was completed, and inspected by the customer and service manager at the time of redelivery. The customer was explained that the repairs come with a
  lifetime warranty. Audi Louisville does have a set of Audi decorative rings
  ordered for the customer and will be installed free of charge when they arrive. The emblems
  were not damaged during the accident but were a request from the customer. ****** history also includes a reported accident on 06/12/2022 aside from this current event. Audi Louisville followed all industry and insurance standards to ensure the customer's vehicle was properly repaired per the manufacturer standards. The decorative rings were a goodwill offer provided by the dealership. With the previous accident of 06/12/2022 recorded, we do not believe any additional vehicle value has elapsed and cannot participate financially towards the customer's request.  

• Initial Complaint

  Date:12/04/2023

  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 2015 Audi A6 with 147,000 miles developed an oil and coolant link. I took my car to Audi Louisville around 9/28 per the advice of my personal mechanic after he tried to fix it. Due to the estimated high cost ($3k-$7k) to fix the coolant link and recommendation of Audi, I approved a used vehicle inspect to determine if repairing the coolant link would be worth it. I approved a $4,582.00 repair for the oil & coolant link as outlined in writing. One day after I received my car the coolant warning light came on. I called Audi and was told there could have been an air pocket in the line. I added coolant and two days later the warning light was back on. I took the car back to Audi and was told it could be another $3k to fits it. I decide to get rid of the car. After reading the repair invoice, I was charged $1,197.67 for exhaust repair. I don't remember the service rep mentioning anything about exhaust concerns but more importantly there is no mention of an exhaust issue in the Audi written used vehicle inspection report that I authorized. I would like a refund of the exhaust repair.

  

  Business Response

  Date: 12/11/2023

  *** ******* visited Audi Louisville on 9/28/2023, invoice
  *********** The customer spoke to his service
  advisor, ****** ******, and then asked to speak with the service manager (***** *******) about his vehicle.  During this discussion ***** ******* (Service Manager) discussed the
  expense with the customer. During the phone
  conversation on 10/2 *** ******* said to ****** verbally to “Fix it all”.
  Numerous times during the conversations it was explained that with the age and
  mileage of the vehicle, once you fix one problem it is likely other issues may
  occur. *** ******* agreed to proceed with the suggested repairs. The repair to
  the vehicle were completed on 10/4/2023 and the final invoice was e-mailed to
  the customer. *** ******* arrived and picked up his vehicle and paid his
  invoice. On 10/25/2023 and 830 miles later, *** ******* came to Audi
  Louisville with the complaint of a coolant leak. The vehicle was inspected by
  the technician and his shop foreman as to the cause of the leak. The new
  coolant leak was coming from under the intake of the vehicle and not the
  expansion tank and coolant valve located at the front of the engine area which
  were previously replaced. *** ******* was given an estimate of repair and
  decided not to spend any more money on his vehicle and stated that he was going
  to replace it with another vehicle. The customer was not charged for this
  inspection.
  *** ******* came back into the dealership approx. 3 weeks
  later and said he was filing his paperwork and didn’t realize the exhaust
  repair in the original estimate had been completed. The service manager and
  ****** (his advisor) both discussed that all repairs on the estimate were
  clearly explained, and the customer then stated, “I Guess I just forgot about
  the exhaust repair”. Audi Louisville does not agree with the customer’s complaint
  that the exhaust repair was not included within the written estimate. The
  estimate, attached, clearly notes the exhaust repair and associated costs.
  

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The written used vehicle inspection report does not make any mention of an exhaust link.  The service representative is saying he told me over the phone about the exhaust link and saying he did not.  The purpose for inspecting the vehicle was to determine (not to fix) if there were any issues other than the coolant and oil link before committing to investing in an expensive coolant link repair.  If I had known about the exhaust issue I would have waited to fix it our elected to get rid of the car rather than investing money in it.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 12/18/2023

  The customer's response regarding the exhaust leak not included in the original estimate is inaccurate. The attached estimate clearly lists the exhaust leak as a concern. The customer approved repairs equaled the final invoice that the customer approved and paid in full. The estimate and approval processes were followed and satisfied by the full payment from the customer and no further financial consideration is warrantied. We understand the customer has an interest in replacing this vehicle and as a goodwill gesture, Audi Louisville will give him $500.00 off the purchase of a new or used Audi if bought within 30 days from this response.

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Audi is offering to give me $500 off the purchase of an Audi vehicle.  I have recently purchased a new Toyota.  I would accept a $1,000.00 refund from Audi.  Keep in mind, after the repairs and a day or two of driving my repaired car started to link coolant again.  My total repair bill was $4,582.59 and the reason I brought the car to the manufacturer for repairs still existed.  Once again, I did not receive the written document until after the repairs were done.  The service rep is saying he verbally told me about the exhaust and I'm telling you he did not.  I'm not only going by memory but also by the used vehicle inspect report on the first page of the service/bill that describes the coolant and oil link but makes no mention of an exhaust link.  The service rep would have been quoting me from this section of the document.

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

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Audi is offering to give me $500 off the purchase of an Audi vehicle.  I have recently purchased a new Toyota.  I would accept a $1,000.00 refund from Audi.  Keep in mind, after the repairs and a day or two of driving my repaired car started to link coolant again.  My total repair bill was $4,582.59 and the reason I brought the car to the manufacturer for repairs still existed.  Once again, I did not receive the written document until after the repairs were done.  The service rep is saying he verbally told me about the exhaust and I'm telling you he did not.  I'm not only going by memory but also by the used vehicle inspect report on the first page of the service/bill that describes the coolant and oil link but makes no mention of an exhaust link.  The service rep would have been quoting me from this section of the document.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service 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 made and kept a service appointment at Audi Louisville 5/2/23 @ 9am. When I called the next morning the car had not yet been touched. Within two hours they estimated a nearly $8000 repair. I declined and was charged $498.62 for their labor. Allowing the benefit of the doubt I paid the bill.
  Upon further review I became aware of a $50.48 environmental charge. I called the number texted to me from Audi Louisville for “customer satisfaction “. The switch board operator took my message and said to expect a callback in 20 minutes. I’m still waiting. Since then I have left a voicemail with the switchboard,
  Sent two texts and left two voicemails for the person who was to assure my satisfaction.
  I will try to attach copies of the bill.

  

  Business Response

  Date: 05/16/2023

  In regard to the complaint filed by our customer, **** ******* we do concur that he brought his vehicle to our service department for a convertible top concern. *** ****** was advised of the diagnostic processes to determine the cause of his concern and the associated charges. Upon determining the cause of the convertible top concerns, *** ****** was advised of the necessary repairs and associated charges to correct the concern with the top. *** ****** declined the suggested repairs and picked up his vehicle. *** ******'s complaint references an environmental charge of $50.48 on the service invoice. This type of charge is present on all our repair invoices representative of the amount of labor associated with the diagnosis/repair process. In view of our excellent standing with the BBB and our overall efforts to satisfy our customers' concerns when noted, a credit of $50.48 was placed on *** ******'s credit card 05/16/2023. Thank you for the opportunity to resolve this customer's concern.  

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Audi Louisville has refunded the the charge because they knew that it was bogus. Had the repairs been made there would have been a legitimate environmental charge. There was none for the diagnosis.

   I can do nothing more but your agency should check it out.

   

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