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:05/10/2025

  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 used 2022 Tesla Model 3 Long Range from Audi Wilsonville in April 2025. The dealerships online advertisement and sales representatives explicitly claimed that the vehicle included Full Self-Driving Capability. This was confirmed in writing via text message from the dealership stating Confirmed FSD and was listed in the online dealer description.However, after purchase, I confirmed directly through Tesla that the vehicle only has basic Autopilot and never included Full Self-Driving. Tesla verified that Full Self-Driving is not installed and would cost $8,000 to *********** addition to the false representation of features, the vehicle was advertised as being in excellent condition clean with no damage or wear which was not true. The vehicle arrived with multiple defects that were not disclosed at the time of sale:Windshield damage: A spider-cracked chip on the driver-side lower windshield in the black border area. It was not visible from inside the vehicle. The dealership acknowledged it as a rock chip and promised to fix it, but shortly after I realized it was much more than just a rock chip. Requires full windshield replacement.Interior damage: Cigarette burns on the A-pillar headliner, clearly contradicting the listings claim of a clean, undamaged interior.Mechanical/build issues verified by *****: ************** summary documents an air leak caused by a faulty rear window seal, lag in the vehicles touchscreen response, and intermittent audio issues.This is not buyers remorse. This is a case of misrepresentation and failure to disclose known defects and conditions at the time of sale. I made repeated attempts to contact Audi Wilsonville for resolution and received no meaningful response.I am seeking a refund of $10,000 to cover:The $8,000 value of Full Self-Driving that was falsely advertised At least $2,000 in damages for the windshield replacement

  Business Response

  Date: 05/12/2025

  To whom it may concern, this complaint appears to be written by GROK (AI)

  This consumer advised us that he drives passengers in his cars for up to 12 hours per day. That amount of driving and the number of people in and out of the vehicle, can cause damage. In fact, we take pictures of the vin number through the windshield when we sell a vehicle. Attached is a photo taken at the time of the sale. You can see there is no crack in the windshield. We also detail vehicles that are being sold and have photos that show this vehicle was clean. I have attached a picture to show there are no cigarette marks. You can see we even put plastic down on the floors. These conditions obviously happened during the many hours of driving per day that this customer does. Even though the condition this vehicle appears to be in, wasn't caused by our dealership, we did call the customer and offer to unwind the transaction. The customer aggressively declined and wanted to keep the vehicle. We consider this matter closed.

   

  Thanks,

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23314226
  
  I am formally rejecting Audi Wilsonvilles response.
  

  Their reply does not address or resolve the core issues of this complaint. I have provided direct photo evidence including Audis own photo that disproves their claims and confirms the vehicle was misrepresented at the time of sale.
  

   

  1. False Advertising of Full Self-Driving (FSD)
  Audi Wilsonville listed the vehicle as having "Full Self-Driving Capability" in the
  original online advertisement. I received a written confirmation from a sales representative via text message explicitly stating "Confirmed FSD" prior to purchase. After the sale, ***** confirmed in writing that the vehicle only has basic Autopilot and that Full Self-Driving was never purchased or activated on the vehicle. Adding FSD now would cost me $8,000 out of pocket. This is a clear case of false advertising, not misunderstanding and **** did not even attempt to refute it.
  

   

  2. Windshield Crack Concealed Under Inventory Sticker
  **** claimed there was a "rock chip," but it was a full spider crack positioned directly under their inventory sticker and not visible from inside the vehicle. I discovered it
  only after removing the sticker a day or two after delivery.
  Their own photo submitted to the BBB shows the crack under the sticker Ive attached that photo with the crack circled, along with my photo from the same angle. This confirms the crack was there at delivery and concealed.
  

   

  3. Interior Damage and Mechanical Issues
  There are cigarette burns on the A-pillar liner, which contradicts their claim of "no
  interior damage." I do not smoke, I drive **** full-time, and no one sits in the front
  seat. A photo of my dogs front seat setup shows this clearly. ***** also confirmed post- sale mechanical issues including a rear window air leak, lagging touchscreen, and intermittent audio failures none of which were disclosed.
  

   

  4. Clarification About AI Use & Audis Dismissive Response
  Audis claim that my complaint looked "written by AI" is dismissive and false. I gathered all the facts, evidence, and timeline myself nothing was fabricated or invented. I simply used ChatGPT to help organize and present my real experience more clearly and professionally. Its ************************************************************ any way. 
  

   

  Resolution Requested
  

  I am not asking to return the car. I am requesting reimbursement for the misrepresented features and concealed damage:
  - $8,000 for the falsely advertised Full Self-Driving
  - $2,000 for windshield replacement
  Total Requested: $10,000
  

  Attached Photos:
  - Audis photo showing the crack under the inventory sticker (circled)
  

  - My photo from the same angle showing the crack at delivery
  

  - Interior view showing the crack is not visible from inside
  

  - Close-up of cigarette burns on the A-pillar
  

  - My dogs seat positioned under the burn marks
  

  Thank you for reviewing this submission and for confirming that it has been received and added to the complaint record.
  Sincerely,
  ******* *****
  

  Customer Answer

  Date: 05/21/2025

  Im writing to correct a *** number I mistakenly provided in earlier communications regarding my case. Due to having driven multiple Teslas as part of my previous Hertz rental history, I accidentally gave the *** for one of those past vehicles.

   

  The correct *** for the vehicle I personally purchased from Audi Wilsonville is:

  ***************** a 2022 Tesla Model 3 Long Range Dual Motor.

   

  This is confirmed on my official Washington State registration and matches all of the issues I previously described.

   

  Please update my case file to reflect this corrected ***. Let me know if you need any documentation.

   

  Thank you for your understanding.

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

  Business Response

  Date: 05/31/2025

  To whom it may concern, this customer knew what he was purchasing. He not only told the salesperson that he knew that the Full Self-Driving capability of the vehicle was not active and that he was okay with that, I was on duty at the time of the purchase and personally told the customer that I didn't believe that ***** transfers previous customer's subscriptions to new owners and that he needed to call ***** to make sure. He still decided to purchase the vehicle. As for the edited picture of the windshield that we uploaded from delivery that the customer made circles on, does not show a crack in the windshield. The lines in the windshield are reflections of the huge powerlines that run across our dealership. Also, the customer's own screen shot (uploaded), states that the vehicle is "well equipped with: Full Self-Driving Capability". We have no control over whether ***** will honor a previous subscription for a new owner. This is a ************* policy. But the car does have the capability, and I personally told this to the customer. We have also tried to contact this customer many times since the last submission. The customer has stated from previous contact, that they want to keep the vehicle and turned down our offer to buy the car back. There was no false advertising. The vehicle does have the capability. ***** is requiring a subscription. If the customer would like to make an appointment to come talk to me, I will be glad to meet with him. 

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23314226
  
  To whom it may concern,
  
  
  I fully reject Audi Wilsonvilles most recent response, which contains multiple false or misleading claims, and does not address the core issues at hand.
  
  
  1. Full Self-Driving (FSD) Misrepresentation
  Audi Wilsonville confirmed in writing that the vehicle included Teslas Full Self-Driving (FSD). I did not assume or misunderstand this I relied on their direct text confirmation. ***** later confirmed that FSD was not installed, and it would cost $8,000 to activate.
  Simply stating the vehicle is FSD capable is a distortion of what was promised and advertised. The dealerships current defense contradicts its own earlier documentation.
  
  
  2. Windshield Damage & Concealment
  While the dealership claims the marks in their photo are reflections of powerlines, this does not change the fact that the crack was physically present at delivery and concealed with an **** sticker. I provided multiple images showing the crack after peeling back the sticker.
  This damage was promised to be repaired before delivery and was not. Attempting to redirect blame does not eliminate responsibility especially when their own photo shows the location where the crack appeared.
  
  
  3. Undisclosed $1,500 Payment
  On May 28, 2025, Audi Wilsonville made a $1,512.75 payment directly to my ********* loan account. I did not request or authorize this payment. I have not accepted it as settlement, and I maintain my full claim.
  If this was meant as partial compensation, it demonstrates acknowledgment of liability. But again, I have only ever demanded a $10,000 cash settlement, and this payment does not fulfill that.
  
  
  4. Post-Sale Conduct
  The dealership ignored two formal demand letters until I filed complaints with the BBB, **** and DMV. After those filings, they attempted contact only by phone, despite my written instructions to communicate only by email.
  I never requested to return the vehicle that is false. I rejected that suggestion immediately.
  
  
  Final Notice:
  I continue to demand $10,000 in written settlement by June 3, 2025. If no such offer is received by that date, I will immediately file a $10,000 small claims lawsuit in ****************, and reserve the right to pursue additional claims in civil court.
  
  
  Respectfully,
  ******* *****
  
   

  Business Response

  Date: 06/05/2025

  In response to Mr. ****** no settlement has been offered or made. The $1,512 payment to the bank was for overage collected on taxes. The state offers a green tax credit that offsets a portion of the taxable amount of the vehicle. Overages are sent to the bank and go against the principal of the loan. This is a good thing for him.

  After talking to our legal department, it seems we are at an impasse with Mr. ***** and will just agree to disagree. Our dealership has done nothing wrong. If Mr. ***** would like to trade the vehicle in on something else he would rather have; he can always give me a call.  

  Thank you

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 used 2020 GMC Yukon Denali SUV. They advertise used car inspections prior to sale, clean carfax with the vehicle car fax showing the same. Within days after purchase, I heard a minor squeak from the front wheel. It got worse over a few more days. I took vehicle to a local shop. All 4 rotors were cracked, grooved. The calipers weee frozen and the pads had less than 2mm on several surfaces. They were deemed very unsafe and the wear could not have occurred in the short time of ownership. I responded to a customer survey indicating this and got no further response. Cost me $1500.00 for all new brakes. 2 weeks later I get a call from the dealer about DEQ. They are telling me that I need to take the car to DEQ at my own time and expense then bring them the certificate for a refund. Because their equipment is broken. How could they sell a car that has not been through DEQ? Not disclose to the buyer, and then figure it out a month after sale.

  Business Response

  Date: 05/07/2025

  To whom it may concern,

  This matter has been resolved with the client.

   

  Thanks,

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

  Customer Answer

  Date: 05/20/2025

   

  I apologize for my delay in responding.  I was waiting for the agreed upon resolution between the dealership and I.  They have fulfilled the agreed upon solution.  I would consider myself made whole at this point and there is no further need for BBB involvement. 

   

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 am filing this complaint regarding Wilsonville Audi Sales Managers disregard for my unsubscribe requests. Despite following the unsubscribe process through the link provided in the emails, I continue to receive promotional emails. Additionally, I responded directly to one of these emails, clearly requesting that my email address be removed from the mailing list.Audis continued emailing despite these unsubscribe requests disregards my privacy and choice regarding their communications. My understanding is that, under the CAN-SPAM Act, businesses are legally required to provide a clear opt-out mechanism for marketing emails and to honor unsubscribe requests within 10 business days. Wilsonville Audis failure to comply with this law infringes on my rights as a consumer.I am requesting that Wilsonville Audi Sales Managers fully respect my unsubscribe request and immediately cease sending unsolicited emails to my email account.I have attached the following:1. 8-20-2024 online request to discontinue all Wilsonville **** marketing emails.2. 9-19-2024 Wilsonville **** marketing email with my reply to, Please PERMANENTLY unsubscribe me from this mailing list.3. 10-17-2024 Wilsonville **** marketing email.4. 10-23-2024 Wilsonville **** marketing email.Thank you for your attention to this matter.

  Business Response

  Date: 10/31/2024

  This customer has been removed from our email list. 

   

  Thank you.

  Customer Answer

  Date: 11/10/2024

   

  I would like to reopen the complaint and reject the business response at this time. While **** has stated that they have removed me from their mailing list, I have not yet received confirmation that I am no longer receiving marketing emails from them. Since **** typically sends marketing emails at the end of the month, I would like to wait until the end of November to determine if I receive any further emails.

   

  If I do not receive any marketing emails from **** by November 30, 2024, I will consider this matter resolved and would be happy to close the complaint at that time. However, if I do continue to receive unsolicited emails after that date, I will forward them to you as additional evidence, and I would like to request that the BBB continue pursuing this issue.

   

  Thank you for your understanding, and I appreciate your help in keeping this complaint open until I can verify whether **** has honored my unsubscribe request.

   

  Best regards,  

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

  Customer Answer

  Date: 11/21/2024

  As discussed in my previous correspondence, I have continued to monitor whether **** would honor my unsubscribe request. Unfortunately, today I received another marketing email from Audi Wilsonville, despite their claim that I have been removed from their mailing list.

  I have attached a copy of the marketing email as evidence of their failure to resolve this issue. I kindly request that the BBB continue pursuing this matter to ensure that my unsubscribe request is honored and that **** ceases sending unsolicited emails.

  Please let me know if any additional information is needed. I appreciate your assistance with this ongoing issue.

  Best regards,
  ****** ********

  Customer Answer

  Date: 11/27/2024

  I wanted to inform you that I have received yet another marketing email from Audi Wilsonville today, despite their claim that I have been removed from their mailing list. This demonstrates a continued failure to address the issue.

  I have attached a copy of the latest marketing email as additional evidence of this ongoing problem.

  Business Response

  Date: 12/03/2024

  It appears that this email was coming from a 3rd party vendor. We have had the customer's account with them deactivated. 

   

  Thank you. 

  Customer Answer

  Date: 12/12/2024

  I have received another email from the company recently on my other email address (*********), and I attempted to unsubscribe from further communications, but the unsubscribe link is not functioning. I am attaching a copy of this newest email for your records and request that it be added to the complaint file.  

   

  I would like to keep this complaint open until I can confirm that I receive no further emails from the company in December.  

  Business Response

  Date: 12/19/2024

  To whom it may concern, I will pass this on to the manufacturer. This is coming directly from ****. Our dealership does not have access to their customer base. 

   

  Thanks,

  Customer Answer

  Date: 02/25/2025

  I have received another email from the company recently on my other email address (*********).  I am attaching a copy of this newest email for your records and request that it be added to the complaint file.

  I would like to keep this complaint open until I can confirm that I receive no further emails from the company.

   

  Thank you for your assistance.

  Business Response

  Date: 02/27/2025

  To whom it may concern, we will forward this to **** the manufacturer. This is not a mail piece sent by our dealership. I will follow up with you once I hear back from them that this client has removed from their mailing list.

   

  Thanks,

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22480209
  
  I am rejecting this response because:

  I have received another email from **** dated 2-27-2025 - see new attachment.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/11/2025

  To whom it may concern, this mail piece is coming from **** the Manufacturer. Not our dealership. You can see the sender's address is "audiusa". The manufacturer is working on removing this customer from their database. They said it can take a little while. I will send them a copy and ask them again. 

   

  Thank you

  Business Response

  Date: 03/25/2025

  To whom it may concern, I will pass this on to **** the manufacturer. 

  Thank you.

   

   

• Initial Complaint

  Date:09/08/2024

  Type:Product 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.

  The **** dealership in Wilsonville, OR, refused to honor their online quote for my 60,000-mile service, overcharged me on the discounted bill of $910.10, failed to perform 66% of the promised service, failed to provide the promised video evidence of work performed, and has failed to provide a full refund, as requested in a formal complaint. The incomplete service has left my vehicle lacking the recommended maintenance. As an 82-year-old with limited financial resources, I am unable to afford additional repairs or servicing elsewhere. This situation has left me in a difficult position, as I rely on this vehicle for my daily needs.I submitted a formal complaint with supporting documents to **** Corporate via email, detailing my experience, requesting a full refund of $910.10 and stressing all communication be written, per legal advice. Here is a summary of Audis six email responses:1. A request for details that were provided in my initial complaint.2. A request for answers to 24 irrelevant questions, such as How frequently do you service with this dealership?3. Another request for copies of the repair order and invoice, which I had already attached.4. A vague statement that they would review factors like brand/dealer loyalty, maintenance/service history, ownership history, and diagnosis, without addressing the real issue.5. A case manager informed me they were "taking ownership" of my case but would be out of town the following week.6. A different case manager asked me to call them, despite my explicit request for written communication.On August 29, 2024, I informed **** Corporate that I expected to receive the full refund of $910.10 by September 6, 2024. Since I have not received the refund or a satisfactory response, I am now seeking your assistance in obtaining my full refund.Please find attached the formal corporate complaint and subsequent email correspondence.

  Business Response

  Date: 09/17/2024

  Good Day,

  We have tried several times to contact this customer. I have even emailed her asking for her to contact me. If she can give me a call, we can discuss this.

  Thanks,

   

  ***** ***********, General Manager, Audi Wilsonville, ************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22258119
  
  I am rejecting this response because:

  it does not include the immediate $910.10 refund I am entitled to. Additionally, their request for a phone call fails to honor my multiple requests for written communication. For legal reasons, I expect all further communication regarding this BBB complaint to be conducted through the BBB website.

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

  Business Response

  Date: 09/27/2024

  In response, this customer says that she only wants to be contacted in writing. I have tried to email this customer multiple times. We believe that email is a form of "communication in writing", so what this customer is saying appears to be contradictive. Our dealership performed services that this customer agreed to and in fact paid for. Our dealership believes strongly in customer service, and we help customers wherever possible. However, how could anyone expect to receive all the money back that they paid for services rendered. These services were agreed to by the customer and paid by the customer. They are not free. We have documentation with the customer's signatures authorizing the work. If the customer thinks that the pricing was more than expected, she should reach out to me personally and we can discuss it. The fact that none of my correspondence or calls have been returned, doesn't make it easy to try and help. This matter could be quickly resolved with one phone call with the customer.  Thank you

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22258119
  
  I am rejecting this response because:  The refund, to which I am entitled was not offered.
  Although I continue to receive unwanted marketing emails from Audi Wilsonvilles Sales Manager (despite unsubscribing), I have received no emails from the General Manager, whose future responses should now appropriately be communicated through the BBB platform for legal reasons mentioned.  
  
  To summarize my Audi Wilsonville complaint issues:
  Refusal to honor the website quote of $555.94 to $597.85 for 60,000-mile servicing based on my Audis VIN.
  Failure to provide the promised video confirmation of service performed.
  Failure of the invoice to include 29 out of the 44 service items listed on the website for the 60,000-mile maintenance.
  Excessive labor charges of $924.59 (before a ****** discount) for less than 3 hours of maintenance work and a brake flush.
  
  Given the significant discrepancies and the deceptive nature of the service I received, I am requesting a full refund of $910.10 for the 60,000-mile service. The dealership's actions, including the misleading communication, failure to perform numerous listed service items, and the excessive labor charge for incomplete work, are unacceptable.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/09/2024

  To whom it may concern, I have attached a copy of my last email attempt to contact ******. She claims that no one has attempted to contact her, when in fact, I have tried numerous times.

  As stated in my last email, I am offering to help. She just needs to reply to my email or take my call. I just hung up the phone after trying to reach her again, and the message says, "this person is not answering". 

  I am confused. How can we resolve an issue if the client will not communicate? 

  ******, please reach out to me at ************ or email: ************************************************************* 

  Thank you,

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

  General Manager, Audi Wilsonville

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22258119
  
  I am rejecting this response because:
  

  Mr. *********** has failed to address the issues of the complaint on this platform and I have not received the refund due.

  Dear Mr. *********************** insistence on phone calls, despite my clear requests for written communication, is disrespectful and continues to delay the resolution unnecessarily.  While I appreciate the opportunity that the Better Business Bureau provides me to share my experience with Audi Wilsonville so that others might avoid having a similar experience, its platform also presents an opportunity for you to demonstrate your willingness to resolve this matter properly by addressing the complaint publicly, acknowledging the mistakes, apologizing, and offering the full refund that is due.
  
  I regret ever purchasing a new car from Audi Wilsonville. I feel taken advantage of as an 82-year-old senior (and woman), and based on this experience, I would never buy a car from Audi Wilsonville again, nor would I recommend your dealership to anyone. The service experience has been disgraceful, and your inexcusable failure to address this complaint and provide a refund has only escalated the severity of the situation.
  
  I first filed a complaint with **** Corporate on August 13, 2024, almost two months ago. Failed communication through email resulted in the need for this Better Business Bureau complaint, filed on September 8, 2024, as it provides the written communication which is required for legal evidentiary purposes and public transparency. I provided the necessary comprehensive supporting documentation for both complaints.
  
  This complaint includes serious issues:    ****   REFUSAL TO HONOR ADVERTISED PRICING  ****,    ****   EXCESSIVE LABOR CHARGES$954 FOR LESS THAN 3 HOURS OF MAINTENANCE WORK ****,    ****    CHARGES FOR INCOMPLETE WORK, AS SHOWN BY THE INVOICE AND THE ABSENCE OF PROMISED VIDEO EVIDENCE ****.
  
  I trust that Audi Wilsonville will recognize the need for transparency and fairness and you will use this opportunity to communicate in writing and resolve the issue by providing the full refund I am owed. I trust this matter will be handled through the Better Business Bureau platform without further delays.
  

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

  Business Response

  Date: 10/22/2024

  To whom it may concern, it is very confusing to try and explain all of this without being in person, but I will try. 

  Attached is the actual document that the customer signed and ******************** she agreed to. She did not include this in her complaint. She is showing an online estimate of between $555.94 - $597.85. I have included that to use for example. What is showing that she is not disclosing (on the signed agreement), is that she also agreed to have a "Brake Flush" done as well. The cost of this was $225.23. I have included a total breakdown along with the discount that was given to her in the amount of $163.90, bringing her total to $918. This was all an estimate as well and her actual bill was $910. 

  Now, if we take the actual cost of the service (attached), of $856.67 and add the cost of the brake flush of $225.23, the total is $1,081.90. Subtracting the discount given of $163.90 equals $918. 

  Let's assume there was a miscommunication, even though there is a signed agreement by the customer. Using the online estimate of $597.85 and adding the cost of the brake flush of $225.23 equals $823.08. If there was a miscommunication between this amount and what the customer agreed to of $918, that would come to a difference of $94.92. If we give the benefit of the doubt to the lower estimate of $555.94. The difference would be $136.83.

  No one in our service department was trying to take advantage of anyone. In fact, the customer was told that the online estimate was an estimate, and the actual cost would be disclosed to her once an inspection was done. Perhaps the customer forgot about authorizing the brake flush? In any case, we have a lot of loyal customers and are committed to a good customer experience. We understand the stress of having to service your vehicle and maybe there was a miscommunication. We will use the lower estimation of $555.94 plus the cost of the brake flush of $225.23 for a total of $781.17. Deducting the $910 paid by the customer would leave a balance of $128.83. We can credit the customer's service account for this amount for any future services or cut her a check for this amount in good faith. 

  I hope this wasn't too confusing. I would have explained this all-in person to the customer. 

  Let me know if I can help any further.

  Thank you

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22258119
  
  I am rejecting this response because:

  
  On 9/8/2024, I filed this BBB complaint with copies of my 8/13/2024 detailed complaint to **** Corporate, with 24 pages of supporting documentation (invoice, online quote, etc.) Mr. *********** has access to all details and documentation. Here is a concise summary:
  
  On 8/7/2024, I created an Audi Wilsonville account online and, as advertised, to "manage and track your vehicles activity while in service." I then scheduled a 60,000-mile service, which displayed a 44-item list specific to my VIN, with a quoted price range of $555.94 to $597.85.
  
  On August 5 and 6, I received 9 conflicting emails and text messages, each changing the consultant and/or service type and raising concerns about integrity.
  
  On 8/7/2024, at 8:00 AM, I was clearly quoted $900 for the 60,000-mile service. When I requested the online quoted price of $555.94 to $597.85, the consultant refused and instead recommended two add-on services.
  
  I expressed feeling deceived by this bait-and-switch tactic and was then offered a ****** discount, only AFTER I asked them to honor the website-quoted price. I was entitled to both the web price and ****** discount, for a discounted web price of $472.21 to $508.17.
  
  At 8:11 AM, I signed, feeling compelled to proceed due to the 40-mile drive and my concern that another dealership might operate similarly. I immediately received a message/link from the Service Consultant to view a promised service video while waiting.
  
  By 11:00 AM, when I was informed the service was complete, I explained that my attempts to view the video had failed and was clearly told that the dealership lacked that promised capability.
  
  The final invoice showed $924.59 in labor, broken down as $713.34 for the 60,000-mile service and $211.25 for the brake flush, for less than three hours of incomplete maintenance involving basic inspections requiring minimal labor.
  
  The invoice also made it clear that 29 out of the ****************** the 60,000-mile service were omitted. The promised 40-second video provided no proof of actual service.
  
  Full details are clearly documented in the attached 8-13-2024 complaint letter.
  
  There was not a miscommunication but appears to be a clear intentional pattern of deceit.
  
  I have requested the ***************** office to investigate these practices and excessive pricing for possible violations of consumer protection laws.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/20/2024

  We are sorry that we were unable to help. We still stand by our good faith gesture should the customer decide to accept our help.

  I can be reached at ************

  Best regards,

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

  General Manager

  Customer Answer

  Date: 12/06/2024

  In their response, the General Manager, ***** ***********, stated:  

  "We are sorry that we were unable to help. We still stand by our good faith gesture should the customer decide to accept our help."*  

   

  I want to make it clear that my primary reason for keeping this complaint open is that I am requesting a full refund of $910.10 for the 60,000-mile servicing, which was not delivered as promised. The business has failed to address the following key points raised in my complaint:  

   

  1. Pricing Discrepancy: 

     - The website quoted $555.94$597.85 for the service, but I was charged $910.10.  

   

  2. Incomplete Service: 

     - The service performed lacked 29 of the 44 items listed for the 60,000-mile service according to the dealership's own schedule. 

   

  3. Promised Evidence Missing:  

     - The dealership promised a video showing the service being performed, which was never provided.  

   

  4. Excessive Labor Charges: 

     - $924.59 was charged for less than three hours of labor, raising concerns about price gouging.  

   

  5. Pressure to Accept Additional Services:  

     - The dealership insisted that additional services, such as a brake flush and moonroof drain cleaning, were necessary, further increasing the cost.  

   

  In their latest response, the business made no effort to address or resolve these issues. Instead, they vaguely referenced a good faith gesture while continuing to insist on phone communication despite my clear request to handle this matter in writing through the BBB platform.  

   

  I respectfully request that the BBB keep this complaint open to allow the business an opportunity to address my concerns fully and provide the refund I am owed.  

   

  Thank you again for your assistance.  

   

  Sincerely,  

   

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

  Business Response

  Date: 12/18/2024

  To whom it may concern, our dealership has done nothing wrong. Services agreed to by the customer were performed. Should the customer wish to come in and speak to me in person, I would be glad to meet. 

  Thank you. 

• Initial Complaint

  Date:05/17/2024

  Type:Billing 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 was billed over 1000 dollars for oil change then was recommended immediate service work totaling over 8500 dollars for bogus suspension work

  Business Response

  Date: 05/21/2024

  To whom it may concern, the client was billed for a 95,000-mile major service. Not a routine oil change. The client turned down any other recommendations.

  The charges for the major service appear to be correct. 

  Thank you

• Initial Complaint

  Date:05/07/2024

  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.

  So I took my car into Audi Willsonville for a knocking sound and 4 wheel alignment. They corrected the rear sway bar to correct the knocking sound and preformed the 4 wheel alignment. When doing the alignment they could not get the car into correct specifications. So they completed the alignment anyway. They then proposed new front control arms even though they were just replaced, granted by an independent shop. The bushing were not worn ( they are brand new , less than 3 months old). They stated that the control arms may not have been installed correctly which they checked and stated they were in the correct positions. Then they wanted to loosen and retorque them which is fine but wanted to charge me another 500 dollars for an alignment equaling a $1000 dollars in total for a 4 wheel alignment, doubling the cost from $500.00 to $1000.00. I call this price gauging!!! Thank

  Business Response

  Date: 05/21/2024

  To whom it may concern, this matter has been settled with the client.

   

  Thank you

   

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the car(Q8 Audi etron 2024) from Audi Wilsonville in end of Nov, 2023 with an agreement of free charging with Electrify America x 2 years. The app never connects with electrify America charger and I have to wait on hold x 1 hour or so every 2-3 days to get electric charging done. Reported multiple times to Audi connect and in the end I was directed to Audi customer service. There was a recall on home charger, which meant if I charge the car at home, I am risking fire hazard. I was directed back to the dealership. The sales person stopped responding to my messages where I am explaining her my issues. Had to talk to service manager ***** who assured he will call me back to schedule after talking to Audi. After no call back, I called back in a week and was informed there is nothing they can do. Talked to ******, sales manager who assured that he will talk to area manager and will let me know. In the meanwhile car started having another issue with black screen even when the car was on. A big safety issue as I got stranded x 30min with kids as the screen wouldn't turn on. With no call back again, I called back after 1 week and was connected to service advisor, *******************************(not sure exact last name). I was asked to drop the car off for diagnostics and charger replacement. Dropped the car on April 13 and got a loaner car. On April 22nd, I was informed that they noticed the connectivity issues and are working with audi to get it resolved. Called back on April 27 to get an update and there is still no fix as yet and no timeline to when it will get fixed. When asked about the buyback option, i was told that they will talk to area manager but again no one has the courtesy to call back. I feel so ripped off with both money and my time. It's been such a frustrating experience dealing with the dealership and Audi and I am still hanging in limbo with no answers.

  Business Response

  Date: 05/08/2024

  To whom it may concern, documentation has been forwarded to the manufacturer. The customer will be notified of the manufacturer's decision.

   

  Thank you.

  Customer Answer

  Date: 05/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They are still working on my buyback request and has advised that it will take at least 2 months for them to review. The case is still pending.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2023

  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 car is about ***** miles out of warranty. It is an Audi Q5. Luxury car. The rear differential has gone bad. This can only occur over a long period of time. Meaning it was going bad during the warranty period. We had the car in this past May. A $1500.00 service. They didnt spot anything. Either they didnt check this or the computer was defective. Because the differential was bad weve had many problems with the tires. No help there. I called Audi of *******, and they said the would look into it. No call from them for over a week. This doesnt seem just to me

  Business Response

  Date: 08/31/2023

  We gave all the information to Audi Warranty. The vehicle is out of warranty by the manufacture.  

  We can offer a discount of the repairs to help offset the cost of the repair.  Let me know if you would like to proceed with this.

  Thank you

• Initial Complaint

  Date:09/30/2022

  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.

  My 2012 Audi A4 was towed into Audi of Willsonville with an engine failure. After diagnosis I was informed that the repair would cost $8000. The service manager said that a new engine was probably a better option. I was transferred to the parts department and a quote was emailed to both myself and the service manager. Sure enough for $6900 a new engine could be purchased and installed for a total of $8500.Mind you this car has a warranty. I am told that I have to pay $3600 out of my pocket because the warranty only covers repairs not replacement. I pay the bill and pick up my car 8 days later. I am informed to bring it back in **** miles so they can change the oil and make sure it is breaking in correctly. I drive home and park in my garage. The next morning there is oil all over my garage floor. I call Audi and they tell me that they cant get it in for two weeks. Tell me just to keep adding oil so it doesnt run out. Two weeks comes and I drop the car off and when the service guy calls me he said it leaking in a place they didnt work on. I tell him it is a brand new engine. He informs me that it definitely is not new and its going to cost to fix it. I contact the manager and he tells me that if I am not happy - take it to **************.

  Business Response

  Date: 10/24/2022

  The confusion was the new engine is not $8000. Is was $8000 more. The warranty contract that he provided would not approve replacement of the engine due to the repair did not warrant this.  All this was communicated via email.

  We preformed the work to the vehicle and was repaired.

  This repair Ro was 07/19/2022 mileage of 105,602

  ******* brought the vehicle back to us on 09/26/2022 mileage of 109,657

  Stating the engine was leaking. We told him we would diagnose the issue. Our technician noted the leak was coming from aftermarket drain plug but would have to further diagnose the issue. Also noted the oil leak was not from the area of the work previous performed.

   

  ******* called in and I spoke with him. We offered to diagnose the leak free of charge.  ******* has since brought the vehicle in for the diagnose and our findings are the leak is coming from oil filter ****** and drain plug. This is unrelated to the previous repair.

  We are able to try and see if the warranty he provide will cover the repair. But they will not cover a new engine.

   

   

      *************************
      General Manager

      D. ************

   

  Audi Wilsonville

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18149804
  
  I am rejecting this response because: This company owns Audi of Wilsonville (AW). AW made a mistake and did not replace my engine car as verbally discussed and agreed. The new service writer made a decision by himself to try to fix an engine issue instead of replacing the engine. That is not the problem... everyone makes mistakes. the problem i found out much later.... when i got the call that the car was complete and ready for pickup up i was informed to bring $3600 cash (mind you that this car is under warranty) i was told that the warranty does not cover labor. news to me. nonetheless, my car was not leaving the dealership without the labor bill getting paid. moving forward... my car was smoking (exhaust) pretty badly on the way home. The next morning i have oil surrounding the car in my ********* call ****** and he tells me that he cant fit me in for three weeks. (i drive 600 miles/week) tells me just to keep oil in it and it will be ok. i get it to the dealership and speak with **** and ask him if this normally happens on new engines.... this is when it gets interesting... he tells me that this is not a new engine... they fixed the old one (tried) instead. so now... they wanted $2200 more to fix the oil leak... the *** ****, is a pretty smart guy.. he knew they messed up internally and offered to buy me out of the car and get me in a new one. we tried, but financing was a challenge. when i asked if i could just get the labor money back to get a used engine installed or take it to the other audi dealer... i was told no... mind you the owner was involved and told me personally that they would "take care of me" so now i am here without a working car, less $3600, and am having to go this route to get their attention.. and the story will hit the 5 o'clock news next week.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/07/2022

  *** warranty approved the work required for the repair All customer work was performed with approval from the customer. We offered a free diagnosis of the concern that came after the first repair. The car was driven nearly **** miles from original repair. AUL denied covering the repair. Audi Wilsonville offered to trade the vehicle in with the intentions to help the customer out of the situation they we in. Also offered a discount on the required repair. Nothing more was promised or implied.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18149804
  
  I am rejecting this response because: The warranty policy included labor, but if you look at the service order submitted, their tech forgot to add it in.  Also, they held my car until I paid $3600 for labor expenses that were quoted by other O'brien dealerships for $940-$1670. I should not have had to pay for labor when the incorrect job was done.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/15/2022

  Pictures in library. 

  Business Response

  Date: 12/15/2022

  All work was performed and fixed the issues and concerns. The vehicle was repaired. After the guest drove the car nearly ***** more miles a separate issue arose. We offered and performed a free diagnose. And a discount to repair the current issue.

  If ***** wants to take advantage of this, we stand behind our offer.

   

   

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18149804
  
  I am rejecting this response because:the answer provided is in accurate. They could not get my car immediately back in because my car was leaking the very next morning after they worked on it. I woke up with puddles of oil in my ********* called them. They said it would be a few weeks to get me back in. I have to drive my car for work. I put adequate miles on my car by the time they could get around to it. Yes I got **** miles, but it leaked the day after they had service. They also had me pay cash for the labor which is inconsistent with an on the policy, and they failed to refund my labor, even though they forgot to bill my warranty company for it.

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

  Business Response

  Date: 01/12/2023

  We worked very hard to resolve this issue, and understand we are unable to come to a mutual agreement.

  If we can help in the future, our offer still remains available.

   

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

  General Manager

  Audi Wilsonville

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18149804
  
  I am rejecting this response because: my car was at their facility and I had asked the warranty company to send a representative to investigate their work, billing, parts used. And labor audit.

  my car was there four days and now its missing. 
  

  requesting dated video footage from security cameras 

   

  was told they were not available 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2023

  No record of the car being here.  We have an afterhours drop off and no paperwork ever filled out.

• Initial Complaint

  Date:09/13/2022

  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.

  On 8/2, I took my 2016 Q5 for ****** mile service, auto detail, a cargo mat and a new wheel lock. I was quoted $320 for the auto detail. On 8/15/22, I picked up my car. I paid $1681.93 in full; this included $329.95 for the auto detail. (I paid more than what was originally qouted.) Upon getting in my car, I realized it had not been detailed. The inside and outside was not done. I asked *************************** to come look at my car and requested a full refund for the auto detail. He said he could see the car was not detailed and offered to refund me or have it done. I was still not feeling well from having COVID and asked to receive a check. He said he would talk to his manager and get a check sent. I called the manager 5 days later as I had not heard from ******************. On 8/29, the general manager, *************************, called me at 11:38am and apologized for the car not being detailed, agreed to send me a check and then offered to have my car detailed for free the next time I brought my car in. He even asked for my home address so he could mail the check. Last Thursday on 9/9, I sent an email to ****************** stating I had not received a check yet for $329.95. I received no response. On 9/11, I went to the dealership and asked for a check. The sales manager, *****************, told me he'd have a check dropped off at my home the following day. I provided him my address.On 9/12, no check came and no one contacted me from the dealership. I am just asking for my $329.95 back for a service that was NOT completed. ******************** explicitly stated he would reimburse me. I have never in my life had a business treat me this way. Nor have I had a business tell me they would reimburse me, ask for my address and then not follow through on their word. I am still dumbfounded by the lack of professionalism and integrity of this dealership. To date, I have not been reimbursed my $329.95.I am only asking for the money owed to me for a service that was not provided and for which they agreed to reimburse me.

  Business Response

  Date: 09/13/2022

  A check was mailed out last week. Since then we stopped payment and reissued a check. 

  I tried to reach out to ****** via phone and left a VM. We reissued a check for $329.95. and also notated ******'s account for a free detail for any inconvience. 

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

  General Manager

  Audi Wilsonville