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:12/23/2024

  Type:Sales and Advertising 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 May 13th, I went to Audi Grapevine for routine car service but was pressured into an unnecessary and costly purchase. The service representative insisted I speak to a sales manager, and they used aggressive tactics to push me into buying a hybrid car. I was misled into believing the car could charge itself without a plug and qualified for EV tax deductionsboth of which were false. Additionally, the car lacked a blind spot detector, a fact not disclosed to me.Unhappy with the vehicle, I returned it. The finance manager offered a trade-out deal, assuring me in text there would be no additional costs. However, $4,500 was added to my loan without explanation, leaving me with about $52,000 loan for a used car, on top of my trade-in value. My credit was pulled three times without consent, and I was falsely told I had to wait a month to return products tied to the vehicle purchase, which reduced my refund.Attempts to contact the general manager via email went unanswered. A manager named ****** refused to admit any wrongdoing, dismissing my concerns with, "no one put a gun to your head to buy the car." He also refused to let me speak to the general manager, stating he handled customers on their behalf. The dealership profited from two commissions, while I was stuck with a second car that had mechanical issues, including engine noise, despite being inspected.Audi Grapevines greedy tactics turned a simple service visit into a financial nightmare, earning two commissions at my expense profiting from the situation. *********** offered a better deal by trading in the second car I bought from Grapevine, giving me peace of mind. Im pursuing BBB mediation to recover at least $4,500 in losses. Also, **** said a temporary plate was issued for a car I returned, leading to a toll bill. Its unclear who authorized this, raising liability concerns. I received no help and felt they were two-faced, while the managers laughed loudly in my face, seemingly celebrating my loss.

  

  Business Response

  Date: 01/29/2025

  This review is completely incorrect and has no validity whatsoever. We have spoke with this client multiple times and have never been able to satisfy him. He was in service with a repair and him and the service advisor discussed possibly upgrading to get a new or pre owned vehicle under warranty. He spent a few hours with the salesperson looking at vehicles and test driving them. He drove the vehicle that he purchased and never said anything about needing blind spot features until a few days later. We advised him that he purchased the vehicle and that the only thing that we could do was trade him out since the dealership didnt do anything wrong. We helped him out again for a few hours in which he again test drove the vehicle he purchased that didn't have any issues and was completely under warranty and he left extremely happy. The second vehicle that he picked out and purchased was ******* more expensive than the first one so  the payoff was more than the first loan due to the price of the vehicle. The second vehicle that he purchased was a 2024 **** Q5 with only 4606 miles and it was under warranty covering everything on the vehicle. He had filled out a credit app online consenting us to run his credit and submit to banks. Due to these false accusations and misunderstanding we would like to get this review removed. We have been a great partner with BBB and will always do what's right when we do something wrong and in this case there isn't anything that we could have done differently. 

  Customer Answer

  Date: 01/30/2025

  Complaint: 22719922
  
  I am rejecting this response because:

  It is disappointing, though not surprising, that Audi Grapevine is attempting to dismiss my review as "completely incorrect" instead of taking responsibility for their aggressive sales tactics, misleading claims, and lack of post-sale support. Let me clarify the facts and address their misleading response point by point.

  
  1. High-Pressure Sales & Misrepresentation
  I did not visit Audi Grapevine to purchase a **** was there for a routine service. The service advisor persistently pressured me into trading in my vehicle, despite my repeated refusals. The claim that I "discussed possibly upgrading" as if it were a casual inquiry is false. I was pushed into it.
  The sales agent explicitly told me that the hybrid vehicle I purchased qualified for an EV tax credit and did not require plugging in to charge. Both statements were untrue, and I only discovered the deception after the purchase. This misinformation significantly impacted my decision-making process.

  
  2. Blind Spot Monitoring & Vehicle Issues
  I test-drove the car, but at no point was I informed that it lacked blind spot monitoringan essential feature for me. The dealership now claims that I "never said anything" until a few days later, but the truth is, I was not informed at all. Had I known, I would never have purchased that vehicle.
  The second vehicle had engine noise issues immediately after purchase. The dealership dismisses this as "not having any issues," yet the noise was persistent and concerning, which is why I sought assistance. Instead of addressing the problem, they offered no solutions.

  
  3. Financial Manipulation & Additional Costs
  They claim I "left extremely happy" after the second trade. That is categorically false. I was cornered into picking a car from their limited, overpriced inventory, with no real alternative.
  They transferred approximately $4,500 from the first loan to the second cars contract and added it on top of the price difference, causing my loan balance to skyrocket to $52,000 at an interest rate of nearly 9%all while my trade-in was undervalued at just $7,500.
  The dealership conveniently omits that the first purchase was based on misleading claims, and the second purchase was not a "favor" to me but an attempt to extract even more money rather than addressing their mistakes.
  Your claim that I consented to a credit check application was only for the first car because of your aggressive sales tactics. Show me when I approved the second batch of credit checks for the second car.

  
  4. Ignoring Customer Concerns
  I attempted to contact the general manager for assistance, yet my emails and calls were ignored. This contradicts your claim of making "multiple attempts" to satisfy me.
  When I finally reached a sales manager, he outright dismissed my concerns, refused to acknowledge the pressure tactics used by his team, and even said, "No one put a gun to your head to make you buy a car." This statement alone speaks volumes about your attitude toward customer service.

  
  5. Comparing with **** Dallas
  After realizing that Audi Grapevine had left me financially burdened and stuck with a car I did not initially intend to buy, I visited **** ******. They offered me a brand-new upgraded S-Line Q5 at the same price as the used cars Audi Grapevine sold me.
  This clearly proves that Audi Grapevine was overcharging me for pre-owned vehicles while maximizing their own profits.

  
  6. Unexplained **** Toll Charges & License Plate Issues
  You have not answered why I received bills from **** for toll charges on a car that I had already returned, nor how a new temporary license plate was generated in my name.
  Please provide a detailed history of each license plate you created under my name.

  
  Final Thoughts
  Audi Grapevines attempt to discredit my review only further highlights their unwillingness to take responsibility for how they treat customers. I am not asking for anything unreasonable.
  Audi Grapevine, instead of trying to remove my review and silence criticism, you should focus on improving your customer service and ethical business practices.
  
  Regards,
  
  Yassine El Ouardi

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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 went through the process to purchase my vehicle at Audi grapevine in March 2023 and the Audi grapevine dealership presented me a carfax that showed no accident/damage reported at the time of purchase. Fast forward to now I took my car in to get serviced at my local ***** dealership for my routine 30k mile service and one of the services at dealership involved a front Hood alignment and upon attempting to perform the service the ***** dealership determined that the car was in a prior accident based on the damage they saw and they could see the damage behind the bumper therefore the service needed could not be covered under warranty due to the accident. I expressed my concern about how an accident could be possible when I have a clean carfax and I never been in an accident and I showed the ***** dealership the original clean carfax from the Audi grapevine dealership and they pulled a brand new carfax that shows the damage was reported to the carfax in June 2022 a full 8 months before I purchased my car from the **** dealership. I am looking to hold the dealership accountable for selling me a false carfax report. I would like to know my options because I would have never purchased be car had I known it had been in an accident and had I known I would have reported this much sooner. I have a copy of the vehicle inspection report from the ***** dealership visibly showing the damage as well as the original carfax given to my by Audi grapevine and also the new updated carfax showing the damage reported 8 months before i purchased the vehicle. If I ever go to trade this car in the damage on the carfax will impact my ability to negotiate a fair trade in and long term i have no idea if the damage has any impact on the car.

  

  Business Response

  Date: 01/29/2025

  After reviewing and investigating this complaint we have found that Audi Grapevine had  zero knowledge of any damage to the vehicle sold. We presented the customer the carfax on the date of purchase 1/21/23. I have attached the ****** that was signed by the customer and sales manager that worked the deal. ****** is a third party company. The client will have to contact carfax with any concerns since the accident wasnt on the carfax at the time of purchase. We didn't have any proof of damage to disclose since it wasn't on the carfax or found during the used vehicle inspection

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased a vehicle in November 14 and traded in a ****** Camry and Camry still hasnt been payed off yet.Its going longer than expected

  

  Business Response

  Date: 01/29/2025

  The client purchased his vehicle on 11/16/24 and the payoff was sent out 12/9/24. We get a 20 day payoff form signed by all clients. The payoff form had a couple items missing which delayed the payoff for three days. This vehicle has been paid in full and we apologize for any inconvenience that this has caused.

• Initial Complaint

  Date:08/26/2024

  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.

  Audi Grapevine! This disgrace of a dealership has a 1.75 rating on the Better Business Bureau and a slew of terrible ****** reviews. They have damaged my vehicle, refused to take responsibility, and are now trying to unload it back to me with scratches to the paint that were not there when I dropped it off for service. I refuse to accept this mistreatment and will not let them get away with their unprofessionalism. Thd paint is ruined on 50% or more of my car which is a **** Q5.

  

  Business Response

  Date: 09/26/2024

  **** ****** was refunded $375.00 on 08/24/2024.

• Initial Complaint

  Date:08/05/2024

  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.

  June 11 I went to get a tire alignment and there was a light that came on about my emergency brake. First I was told from *********************** service advisor that they would need to take it to the manufacturer to properly diagnose and since they didnt have a loaner because I live over 30 mins away I would then need to reschedule so that they could promise me a loaner to leave my car with them. June 25th I arrived at 9:30 am. I was then welcomed by *************************** who claimed *********************** wasnt there. He conveniently left when I walked in and after he saw me deal with ****** he reappeared. ****** gave me a long drawn out excuse (which they do to women a lot) as to why the promised loaner was given to someone else. I waited for two weeks with a scheduled appointment. He then promised me a refund of trip to home and back to pick up my car which totaled in *****. At first he said that they fixed my brake fault but that changed when he called. It was a popping noise I alerted them about and they said it was my arm bushings which was ******. They also said they needed to fix a tire that they didnt alert me of until then. I had to get a payment plan for the arm control bushings because I asked them if I had a loaner I could get it all fixed but then they gave it away. I asked for my refund and for the payment plan to be canceled to get my down payment of finance plan returned because the popping noise is back AND my AC has gotten worse. I have called and emailed to get this rectified and I left a review to get there attention only for them to not respond. I also left multiple voice messages. I need my money back as promised.

  

  Business Response

  Date: 09/26/2024

  I have tried reaching out to Mrs. ***** for information about the Lyft ride. When I call the call gets disconnected and am not able to leave a voicemail. I will continue to reach out to resolve the issue.

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, my new phone number is ********** but I also want my sunbit financial agreement stopped so this can be rectified. 
  
  Regards,
  
  Drudesha *****

• Initial Complaint

  Date:07/17/2024

  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.

  On 04/11/24, I took my 2018 Audi A4 to the Grapevine, ** ************ center for an inspection. My service advisor was *********************. He sent me a text with a report of items needed addressing on my car and we also spoke about them. I declined the services because I needed my car and agreed to bring it back in after my travels. I asked what would be covered under warranty and he said that the bushings possibly would be but that the upper arm bushing would be covered but not the tire rotation. When I came in to pick up my car, I confirmed again that those car repairs would be covered under warranty. He confirmed again that it would. I later emailed **** about what we had discussed previously regarding warranty coverage and he agreed to reach out again. He emailed me on 04/17/24 and said that the control arm bushings are covered and asked when I would be coming in. I told him that I would come in after my travels. I took my car to the ************ center in Grapevine, ** on 07/15/24 and was informed today on 07/17/24 that my warranty is expired and it had been expired even when I took it in April. I was told that I will have to pay for all repairs regardless of what their employee had told me previously. I want the what was previously confirmed to me several times to be honored by the service center.

  

  Business Response

  Date: 07/23/2024

  Good Afternoon *****,

  As previously discussed **** stated in the attached text that you provided that the control arm bushings would be eligible for coverage under the warranty that you purchased. When **** called your warranty provider in April he checked if the coverage you have covered the control arm bushings. Warranty approval is dependent on the final submission of the cause of the failed component and contract terms. Unfortunately in your case the recommended repair was not covered due to the expiration date of your service contract after submitting for final approval. 

   

  Thanks,

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

• Initial Complaint

  Date:05/20/2024

  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.

  We purchased a 2023 model Audi q7 in August of 2023 from Audi Grapevine. On May 15th 2024 my wife took her Audi q7 into Audi Grapevine to fix a faulty rear bumper sensor and investigate occasional brake squealing. On May 17th I received a call from ************ rep stating the sensor was repaired and would be ready for pick up later that day. They had forgotten to investigate the brake squeal and said they would investigate and call back later. When Grapevine called back they said the squealing was due to ***** brake rotors and that it would cost approximately $2000 to repair the issue. I questioned why I would have to pay for this repair, for a new vehicle we had for approximately 9 months. After consulting with the service manager I was told that the warranty did not cover normal wear and tear. When I dismissed this excuse as nonsensical the rep then consulted with the service manager and I was told I had just missed the warranty period as the vehicle was delivered to the dealership in March of that year. Again I pointed out the obvious that the new warranty begins when I take ownership not when it was delivered to their lot. After consulting with the service manager the final excuse was that the warranty mileage had been exceeded. It became obvious that Audi grapevine would find any excuse not to pay to repair this issue. I asked to speak to the service manager but he had become unavailable. Over the next 5 hours we tried calling the service manager or service rep nine separate times leaving multiple voice mailswe did not receive one call from either of them. I question if the service manager actually exists because he made no attempt to speak to us. Customer service and satisfaction at ********************** takes a distant second place to the bottom line. On their web site Audi Grapevine state our dedication to your needs won't waver., they certainly do not seem to be able to walk the talk.

  

  Business Response

  Date: 07/23/2024

  Good afternoon,

  Thank you for bringing in your Q7 for service. The failed rear bumper sensors had been repaired under the factory warranty. Regarding the brakes, the tech did find the brake pad life remaining to be at 8mm and the rotors to have grooves and have a rusted surface which would be the cause of the brake squeal. Attached is a snip of the front rotor from the video provided to the client by the tech during the multi-point inspection. The tech did provide a recommendation for the replacement of the front brake pads and rotors due to the worn rotors. The vehicle did indeed have ****** miles at the time of the service visit. Due to driving habits and conditions brake pads and rotors are wearable items and therefore are not covered under warranty for replacement. Should you have any further question regarding warranty or service recommendations, please let me know. 

  Thank you,

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

   

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising 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 came across the Acura MDX 2020 vehicle online and I really liked it. I contacted the dealer and I test drove it on May 8th, 2024. Everything seemed fine and I negotiated and finalized the price via text message with ************. On May 10th, 2024, I was offered the final price of 31K (including TTL), out of the dealership lot. I managed all the required money in my account, took half day off work, and headed to the dealership to finalize the sale. As I was on my way to the dealership, I received a text stating that they cannot honor the promised price and the best they could do was 32.5K plus TTL. I was confused at this time and was trying to make sense of all this. The dealership started negotiating with me over the text message as I was driving. But, I still visited the dealership hoping to buy the car at initially offered price. They notified me saying the car has been SOLD and they can do nothing about it anymore. They said, "we cannot sell you that car even if you pay 50K since the car has been sold to the other party." I even showed other associates including *************************** and *****************************. ***************************** was awfully rude and humiliating towards me. They kept sending me offers and texting me up until May 11, 2024. When I mentioned that it is not a good business ethics, I was replied that "ethics" has nothing to do with their business. I am attaching all the screen shots of the text messages as an evidence to support what I am saying. They still have the same car for sale. They remove it the listing, relist it, change prices often like it's some kind of fun game. I personally felt harassed and humiliated during the whole process. I wasted my time, energy, and resources without any outcome. They do not have any right to waste our time and resources if they do not have pure intensions to provide service or product to their customers.Thank You.

  

  Business Response

  Date: 07/23/2024

  During the negotiation without the customer at the dealership we sold the vehicle to a completely different client that paid the asking price for the vehicle in person. The client was financing the vehicle through his bank and he had a problem with the financing on their end resulting in the deal getting unwound. After that we unwound the deal and called the original client giving him an opportunity to buy the vehicle at fair market value but not the proposed number of 31k otd which he insisted on doing. Management never approved the number of 31k otd and the sales person has been reprimanded due to his miss communication. We apologize for the inconvenience and would have loved nothing more than getting you into the vehicle.

• Initial Complaint

  Date:04/19/2024

  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.

  This isnt the first time this has occurred, hence the complaint. This business (service department) has consistently failed to diagnose and fix the actual problem I have gone with (more than one vehicle). This particular problem exists that of front wheel drivers side making a large clunk sound consistently when going from one level to the other. It was apparently diagnosed as worn out bushings and ended up paying around $2000 dollars. Issue is unresolved. As stated, this is a pattern of this company and department seeming to fix a problem, then coming up with more specific problem and eventually charging additional for the actual problem. Just 2 months ago I spent $7000 for my other vehicle that I had to bring in 3 times!Either the service department is incompetent in diagnosing and fixing problems, or this is just a way to earn money by deceiving their customers.

• Initial Complaint

  Date:06/19/2023

  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.

  Audi Grapevine has failed to deliver our tags! We paid for our tags and they said there was a problem with the system. They have sent us several emails with updated paper tags but they are way past the date to send the real tags to us.They say that **** will call but we never hear from ****. This is ridiculous. Worst service I have ever had from a car dealer. They took our money and blamed it on a new system but that has been months. We could do this ourselves on paper at the Texas auto title office, but we have not received the title. They have not delivered on their requirements, but they expect us to make our payments on time.

  

  Business Response

  Date: 08/11/2023

  His plates were sent out back on 6/23.