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Business Profile

New Car Dealers

Otto's Imported Cars, LTD

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:12/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    May 2023- car was taken to *** for a drivetrain malfunction and possible oil leak. This was related to ******* a service receptionist verbally and on a virtual form she requested I complete. My car was rough and shaking. A cylinder was replaced and oil service performed. My car repair took longer than expected I was told the check engine light was on and they didn't know what was wrong and they couldn't get the light to go off. I made a follow up call and suddenly my car was done. I asked what changed I was told they drove it some more. I did not feel 100% confident in the repair or the level of customer service. Total repairs were around 3k October 2023 my car was taken back for the same malfunction. I was charged another 2k even though it was the same problem. I was then told by ******** a receptionist we should have all of the cylinders replaced because when one goes bad they all go bad. I was never presented with this option. I spoke with a manager ***** and expressed my frustration. I didn't understand why I would be charged when it was the same issue and they should have offered these suggestions or fixed it properly 4 days later same malfunction. Returned the car they fixed it at no cost. December 2023 - same malfunction same shaking symptoms. Heather called and we scheduled a service appointment. She told me if it was the same issue they'd make it right if it were a new issued id be responsible. That seemed calculated. I knew when I heard back from her it would be a new issue. She called later with a $2300 estimate. Said it was a new issue. I told her I believe this was probably the issue all along and they were misdiagnosing and it's ridiculous that I have to pay for the same malfunction and the part "a fuel pump" is connected to this drivetrain system. Furthermore I was told there were no loaner cars available. The next day when my husband agreed to repairs suddenly there were loaners returned. A tech told me they were available all along. $1,800 

    Customer Answer

    Date: 12/14/2023

    I also have a complaint on record with *** of north america

     

    Customer Answer

    Date: 12/19/2023

    I would like to be refunded 

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 4-13-23, I purchased a 2014 **** ** from this dealership. 11 days after purchase (4-24-23) I noticed the engine and oil light on the dashboard and alerted the dealership service department. The oil had just been changed and wasn’t due to be changed until 08-22, 88,000 miles. Per their suggestion, I brought the vehicle in for an oil change. 5-31-22 I was alerted again with the oil and engine light indicator and the smell of burning oil. I notified the service department who recommended bringing it in for service. The same oil and engine issue continued to occur every 1-1 ½ months and was brought in for service again on the dates of 6-9-23, 8-8-23, 11-1-23. The service center has changed my oil and filters a total of 4 separate times and the oil light continues to come on after every 1500 miles driven. The standard oil change timeframe for this type of vehicle is between 8000-10,000 miles per manufacturer guidelines. It has been recommended that an oil consumption test be completed, that has yet to be completed. It has also been recommended that my vehicle be sent to **** for further diagnostic testing, that has yet to be completed. My vehicle has had the same issue since the first service date of 4-27-22. The dealership service department has assured me they will take care of the problem and it has continued to occur and progress. I am terrified of driving my car long distances for fear or breaking down with my children in the car or causing more damage. This has prevented me from visiting my family and friends who live long distances and resorted to me having to rent vehicles if I need to drive long distances in emergency situations. I am extremely disappointed and distraught and believe that the dealership knows exactly what is wrong with my vehicle and has refused to repair it properly or send it to the **** dealership for proper repairs. By the service department not properly dealing with the issue in a timely manner is causing more damage to my vehicle. Based on my experience I now believe I was sold this car with known mechanical issues.

    Business Response

    Date: 01/17/2024

    To whom it my concern,

    RE: *********************** BCP-************

    Summary of repairs to ************************* 2014 **** ** VIN# *****************.

    04/13/23-81623 miles, Vehicle purchased. ( oil service not performed )

    04/20/23-82164 miles, Tire concern.

    04/28/23-82330 miles, oil level low, oil and filter changed @ no cost to customer.

    05/31/23-83939 miles, oil level low, tech noted oil leaking from oil pan. Oil pan and additional parts ordered. No cost to customer.

    06/16/23-84610 miles, oil pan replaced, oil changed at no cost to customer.

    08/18/23-87038 miles added 1 qt of oil, no leaks and replaced failing fuel pump at no cost to customer.

    11/06/23-91826 miles, oil service due to mileage, oil and filter changed @ the customer expense. Repaired leaking seal at fuel pump @ no cost to customer. Rear tire with cords showing recommended and declined by customer. Customer still concerned about oil consumption recommended consumption test. Since the oil pan was replaced, oil consumption has been approx. 1qt every 1500 miles. We contacted **** of West Chester and was informed that the allowable oil consumption for the engine in ***** ******’s A6 2.0 is ½ qt every 600 miles as well and the attached page from the ** ***’s owner’s manual to support.

    11/30/23-93284 miles, ***** ****** sent a picture of her dash instrument cluster stating that the oil level was 1 qt low. The vehicle traveled 1458 miles since the oil and filter were last changed. According to Audi, this is acceptable consumption.

    Both our pre-owned manager and I reached out ( at the same time ) to ***** ****** to discuss and have yet to hear back.

    Kind regards,

    ***** *******
    Service and Parts Director

    ***/**** of West Chester

Otto's Imported Cars, LTD is NOT a BBB Accredited Business.

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