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:06/10/2023

  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.

  As a quick ******************* I brought my vehicle to Audi for repairs/diagnostics because it stopped running. It was backfiring and throwing engine codes. I was almost immediately told it needed a new engine with little to no diagnostics. I was told it was only $210 to diagnose. Then, they told me they needed additional 4hrs of diagnostics. Reported back a week later they only drained the oil and found metal shavings - suggesting again that I spend $14k on a new engine. Both the service contract + myself asked for proof of fault. They couldn't provide it, but kept saying I needed a new engine. After weeks of me having to liaison the conversation because the service contract company (TotalCare Auto) and Audi Beaverton couldn't reach a professional resolution, we were finally in agreement to breakdown and scope cylinder 1 of my 2014 A4. Long behold, it was just a broken valve spring and not an entire engine (weird). As a reminder, they had me approve $800 in diagnostics for 20 minutes of use. Had my vehicle for nearly 1.5 months at the time. Then, continued to delay and prolong the repair until just today.I had to purchase a rental because ******** didn't tell me about the courtesy service Audi would've offered to me which conveniently was all occupied and none were available. This was an additional $241 for 6 days (when I guess I could've had a rental for the past 3 months had I known). I finally arrive today to pay the $855.00 difference, for him to have authorized a loaner for me while the payment processes because my advisor didnt send documentation over when the vehicle was finished delaying the completion of my service yet again.Throughout my time sitting in the uncomfortable chairs in your lobby, I heard 4 times that people were, understaffed, is this reality? $66.3b USD in profitability in 2022 and you're understaffed in your service department? I bet your sales teams are thriving though. Disgusting experience.

  Business Response

  Date: 06/12/2023

  The client had an aftermarket extended warranty that was not purchased from our Dealership. This warranty is a third-party warranty that caused many delays and would not cover all the work and costs recommended by the technician. The client did have metal in the engine, and it has oil consumption and timing chain stretch that an engine would be the most economical repair needed. I understand the client's frustration, but we are not Audi of *******, we are an independent dealer that sells and services Audi. It's unfortunate that he is having issues with his vehicle and that his extended warranty would not cover some repairs and that he is unable to approve the repairs to make his car whole. This is a used Audi not purchased from Audi Beaverton, nor had it ever been serviced at our dealership at any time of its life. Loaners are complementary, paid for by the Dealer and are offered when available and are not guaranteed to anyone. I understand the client would have liked this all his repairs covered and at the cost the warranty would approve but that was an amount that was not we charge.