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:01/24/2023

  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.

  On 12/12/22, my mom's 2007 Audi Q7 was towed to Audi Grapevine Service because it wouldn't start. She had taken her car to two local mechanics who work on Audis and both said the battery was fine and they believe there's something wrong with the car not recognizing the key so it must go to Audi. Initially, **** said they checked and the battery was the issue. I told him the battery was relatively new but he claimed they put on a battery and it worked. He'd have it washed and it would be ready to pick up any time. We had a death in the family over the holidays so on or around 12/21, I called the ************ to get a total before heading to to pick up vehicle. Was transferred around for about 10 minutes to be transferred to ****, who claimed the car battery did not start the car and that steering column needed replacing. He said it would cost an additional $4000. I was livid because I was told it was the battery and the car was ready to pick up. He said he'd shop around for used steering column and would call back. Week passed and no word so called and he said it would be about $1000 to replace and he'd call when it was ready. No word from him so we called again and now **** is claiming that after replacing steering column, the engine is running rough and they need to charge $300 diagnostic to look at engine. The battery on the vehicle was new and under warranty. Now they claim a new fuel pump is needed and they'll "START" with that. dealership should know upfront ALL the issues instead, they claim it's one thing, fix that and then claim it's something else. I DO NOT believe the battery was faulty as they originally claimed, especially since two different mechanics said the battery appeared to be fine. Because of the extreme lack of transparency on their part, I'm not sure the issue was the steering column. I also sent a complaint directly on their website and no response from management. Horrible customer service and shady business practices.

  

  Business Response

  Date: 02/03/2023

  In Response to this ID#********:

   

  Client vehicle was towed in 12/12/2022. Upon initial diagnosis we discovered the car would not start nor communicate with our diagnostic computer and showed that the battery needed to be replaced with a separate battery tester. In order to determine what needed to happen next

  We needed a new battery to start with. ( photo of the actual failed battery test for this vehicle below).

   

  After we installed a new battery we were able to get power to the system and now able to communicate with our diagnostic computer but the car was still not starting. We found troubleshooting codes for the steering column that has an immobilizer module that is part of the column in order to read the key and allow the car to start. This was the next recommendation in order to get the car running. Client approved this replacement with a used part from LKQ.

   

  After this replacement, we finally were able to start the car for the first time. Once we actually test drove the car we now discovered that the car runs very poorly and that there were other codes that were related to the fuel system. Again, there was no way we can determine other issues because the car did not start upon arrival. We presented this trouble code to the client and the client approved the diagnosis via phone. Once approved, we diagnosed it and recommended to replace the fuel pump. Client, ******************* showed up in person and test drove with our Consultant, ******************* and agreed that this car should not be driven out but will defer the recommended work for now. Client stated he would return, pay the repairs and diagnosis fees at a later date. We havent heard back since.

   

  To summarize, we received a vehicle that we had no clue how it was running prior to the arrival. We have facts that proved the battery was bad, we finally got power to it after we replaced the battery, we recommended a repair that will allow us to start the car. we perform the repair and it started the car. Car ends up running poorly after we get it running, we recommend diagnosis, it was approved and recommended repair was deferred.

   

  Audi Grapevine should not be responsible or refund a client for work that was approved knowing that we received a car that we had no clue what else might be wrong with it. Unfortunately not all car repairs/diagnosis is a on scan and know what all Is wrong with it. Most cases is

  To start with one area to determine if there is something else that *** be causing an issue. This is one of those cases. If the client didnt want to know the diagnosis of the fuel issue and why it was running poorly, they shouldnt have approved this amount. All this was up front prior to starting any work.

   

  Please dont hesitate to contact me directly if needed.

  Customer Answer

  Date: 02/09/2023

  Complaint: 18884524
  
  I am rejecting this response because:

   

  Regarding their claim that the battery needed to be replaced to determine what needed to happen next, ****, the advisor who was originally handling this matter called me and said the issue WAS that the car just needed another battery.  Said they would replace the battery,wash the car and we could pick it up.  During that time, we had a death in the family, so we called a week later to let them know we were on our way to pick up, however, thats when the runaround began.If the battery was NOT the issue, why would Bill call and state otherwise?  And why did no one call to give us this information since we were told the vehicle would be ready once it's washed?  Luckily, we called prior to picking up the car or that would've been a complete waste of time and more money. At this time, we were no longer able to communicate with ****, the original service advisor, so after being transferred to multiple people, ****, the advisor now handling this matter, claimed that the technician said the steering column needed replacing.  Keep in mind, they told us initially the sole issue was the battery, even though different mechanics prior to taking it to Audi said the battery passed their tests.  Then **** stated the issue was the steering column.  Never did he state this may not be the only issue, and we need to start here.  He cleared stated the car needed a steering column.  therefore, we approved the replacement.  

  Also, they stated in their response that after installing the new battery, they were able to communicate with the diagnostic computer to find troubleshooting codes that indicated the steering column needed replacing.  If they were able to communicate with the diagnostic computer at this time, how were they not able to identify the other issues they now claim is needed (fuel pump)?  AND, since they were able to communicate with the diagnostic computer AFTER installing the batter and BEFORE replacing the steering column, why did they NOT advise us that the fuel pump also needed replacing?  Instead, after replacing the fuel pump, they later came back and said we needed to pay almost $300 to do a diagnostic for them to see why the engine light was coming on. Why charge for this if you had already done a diagnostic to identify steering column was faulty?  

  Audi Grapevine's service department should have been upfront about the issues/potential issues instead of advising customers that the issue is one thing, and continue to fix, and then advise their are additional issues.  If the car did need every repair they recommended, they should've have communicated this upfront instead of continuing to guess.  We took the car to the dealership since you'd expect them to be knowledgeable about their vehicles.  Either they need more training, or they need to be more transparent with their customers rather than be misleading, which is what they did.  There are consumer protection laws in place to try to prevent these things like this from happening so I ask that you look into this further with the owners of this dealership.

  Regards,
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started negotiating a brand new **** Q7 on Dec 10,2022.The sales rep that I was dealing with was ************************He mentioned to me that he had 3 Glacier White **** Q7s on the lot all under 40 miles.**** wanted me to negotiate with ***** on the price of the car.***** and I finalized on the final out the door pricing of the car around **** pm on Dec 14.***** also mentioned in his text that he will look through all the 3 brand new cars that he has and give me the car with the lowest mileage on it.After finalizing the offer,I received a call from **** around 4 pm telling me that all two cars have been sold (1 sold around the time ***** and I were negotiating and the other one was sold around 3 pm) and the only one left has **** miles on it which is a demo car.This is entirely different than the original offer.**** then called me back and told me that ***** agreed to renegotiate a new deal on this car.So we agreed to head to the dealership and look at the car.Prior to us purchasing the car,**** told us to bring the car back if we notice any scratches or defects with the car when we go home.The next day,my mom took a drive of my car and loved it so she started looking for the same car to buy.To her surprise,she was able to find 2 available Q7s for sale at Audi Grapevine.So on Friday,we went over to the dealership to get to the bottom of this and also let them know about the defects on our car that we found.We were able to get a hold of ***** who denied the availability of the 2 cars.To us this appears to be a bait and switch.***** told us when we got there that the 2 cars were sold a long time ago prior to us even negotiating.***** denied the whole situation.He promised to fix the imperfections on the car and handed us to *********************** who PROMISED he will take great care of us.****** was responsive for the first 2 days and went unresponsive when I was about to bring my car into the dealership.We picked up the car to find swirling scratches still all over the car.

  

  Business Response

  Date: 02/21/2023

  ********* came in and purchased a Q7.  She returned a couple days later and asked about another White Q7 (basically the same Q7) it was a sold unit and was not delivered yet. She claimed we were lying and continued to call us liars as I would not share the client who purchased its information.  She had a couple scuffs on the rear area of her Q7 we took care of that and gave her a free cargo cover and detail, as well as promised her a second detail.

   

  Customer Answer

  Date: 02/21/2023

  Complaint: 18685512
  
  I am rejecting this response because:

  Our car did get a detail paid for by Audi Grapevine but the car still had the same scuff marks and the interior had stains as before. After I dropped off the car, the rep who handled my car was unresponsive by text/calls. No one even showed up to walk me through the car when I picked up. I would like to request getting a detail from a detailer of my own paid for by Audi Grapevine.

   

  Also, this response came in after 2.5 months. I reached out to the ** of Audi Grapevine by email multiple times and no one responded to me.

   

  Regards,
  
  *****************

• Initial Complaint

  Date:12/16/2022

  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.

  I bought an Audi Q5 about a year ago and have experienced numerous mechanical problems related to the same issue. I have been to the service department at least 7 times for the same issue. The whole engine is bad and it is clearly a lemon car. I have asked Audi Grapevine to assist in getting the manufacturer to buy back to car to no avail. The ** has not returned numerous phone calls, and I went in person to speak with him. When I got there I asked for *****, they said he was there but while I waited they sent me to a sales manager instead. Please help me resolve this issue. The car is clearly seriously flawed and a lemon; I need assistance in getting the Audi ******* to buy this back give me credit to buy a new car that is not broken. It has been so frustrating, as I am a dr. and I have been without transportation many days due to it being in the shop. It was only after the last visit that they got me a loaner car. I hope we can resolve this issue. Your assistance is appreciated BBB,

  

  Business Response

  Date: 02/21/2023

  Unfortunately as a dealer we are not able to do anything or recommend anything related to a buy-back. If the client feels this is a valid case, she can contact Audi Directly and they will ask for the documentation directly from her.

  If they need assistance from the dealers, we will assist with documentation and information regarding her service visits.

• Initial Complaint

  Date:12/08/2022

  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 October 11, 2022, I reached out to Audi Grapevine inquiring about leasing a car from them. The same day I received a call from sales person we discussed what I wanted. I had a ***** 2020 that had ***** miles. We talked about everything. I provided all info including the final amount due for the *****. I went the next day to get the car, I paid $4000 towards the new Audi. The finance guy named ******* was new and he was coached by another gentleman. Mentioning he is new because he made a mistake with the forms and was told to do it again.The next day I received a call from ******* to provide him with my account number for ***** to get the correct final pay. Two weeks later I received a call from ***** collection I need to pay past due car payment. Reached out to them and was told it was taken care of. On 11/21/22 I received a call from ******************( Assistant to the branch manager) who told me I owe another $3931 for the *****. I disagreed and told him the situation and how not only did I provide them the final pay, but ******* also should have done the same but it went on deaf ears. He started threatening me that if I don't pay that amount he will report me to a credit bureau for non-payment. I explained to him I will check with ***** and that if they say I will owe money I will pay it directly to ***** but Mr. ******* didn't want to hear that. Keep in mind the amount that is past due is not owed to Audi but he is trying to threaten me with all that. The threat was very unusual to me because I didn't say I will not pay, I just explained to him I need to investigate what happened with *****.For a mistake that was done by the dealership, I was stuck paying $7931 on a lease. Had they done their due diligence, I would have been able to even return the car in a timely manner and not deal with them at all. In my over twenty years of car buying and leasing experience I've never had to deal with such an unorganized and unprofessional dealership before

  

  Business Response

  Date: 02/21/2023

  The payoff that the customer provided was short due it being a lease that was traded in. One of the forms signed by the customer states that If the payoff is more than set up on the contract the customer is liable. There was a **** difference that has since been paid in full by the customer. Nothing is owed to the customer by the dealer

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible **************** and lack of priority!I traded in a 2023 *** SUV for a 2023 Audi A7 the 1st week of November. The haggling *************** was a ridiculous waste or time. Had this not been 1 of the only A7 in ************* I would have taken my business elsewhere. As of today, December 7, 2022, my trade in has not been paid in full. However that have since sold it and with a title that is still in my name. They shorten the payoff by $185.88 and for now weeks this has not been resolved. I have called and called, I even went to the dealership in person. While there I spoke with the finance department and was assured this would be escalated and resolved. As of now there has been no communication, no call backs nor any responses to my emails or text messages I have sent the staff. Today I will spend more time contacting the BBB and issuing a CFPB complaint against AUDI of GRAPEVINE for negligence. If you don't want to experience a situation like this, DO NOT buy a car from this dealership. They were so fast to take our business and get us to sign the paperwork only to know be so unresponsive. In the meantime I am unable to cancel my tire and gap policies with *** until I show a payoff letter. I am loosing money daily on behalf of Audi and there poor service.

  

  Business Response

  Date: 02/21/2023

  This complaint has been taken care and the vehicle that was traded was paid in full by the dealer.

• Initial Complaint

  Date:12/08/2022

  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.

  On Oct 12, I purchased an Audi A5 VIN *****************, I included a service contract that I really didnt want,,, I had expressed my concerns that I felt it was excessive, but was assured that it can be canceled and the funds would go to the bank. - and Pay down the loan. About two weeks later I called the dealership and left two messages regarding this matter and said I wanted to cancel - But did not get a return call. The following week I went to the website and filled out the product cancellation forms and and still zero response. The loan at TD auto still has a remaining balance. On 12/5/22 I paid off the auto portion of the loan with the bank and sent that information to **************************************************** and have still not heard back from them. I mean ZERO! Not a return email and no phone call. Today, I also left another message and again no response..

  

  Business Response

  Date: 02/21/2023

  I have helped this customer through the cancellation process and all refunds have been completed and the customer is Happy.

• Initial Complaint

  Date:10/12/2022

  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 purchased a used vehicle on 1/9/22 for $16,500 of which I put $1000 as a down payment. A month later the car started to have problems so I took it to my mechanic and he told me the engine was bad, cylinder 1 was failing, so I paid $120 for the diagnostic check, then proceeded to take it back to Audi Grapevine. After a month of them having my vehicle they said they would pay for half of the repairs which totaled $5999.98, so I paid $2999.46 out of pocket to have the entire cylinder head replaced. And I was told this would solve the problem and gave me 12mo/12,000 miles warranty on the repairs. *** worked fine for a few months and as of September 06 the engine started failing again. So I took it back to my mechanic and was told cylinder 3 was now failing and was advised to take it back as the part was new and could possibly get warranty repairs on it. I had to pay another $130 for the diagnostic check. When I took it back to Audi Grapevine I was told this was not covered under warranty as the defective cylinder was a different one than before, even though the entire cylinder head was replaced by them. And they are recommending additional repairs be done totaling $13,601.24!! Cylinder block assembly ($7197.96) and Cylinder head assembly ($6403.28). I have made 8 payments on this 54mo loan. I was under the impression I was buying a working car not just the shell of a car. I feel like I was scammed and was sold junk car.

  

  Business Response

  Date: 11/23/2022

  This vehicle was purchased as a as-is vehicle. Client came in on March 18^th 2022 with a check engine light and the failure resulted in needing the replacement of the Cylinder head which is the top portion of the engine. At this time the car had ******* miles. ** a goodwill gesture to the client our Dealership participated in the cost of this repair and covered 50% towards the repair.

   

  The vehicle is now in our shop again and needs the Engine block (lower portion of the engine) due to scoring of the cylinder walls by the piston rings. this failure also led to damage to the valves in the cylinder head again. Currently the car has ******* Miles. ** good faith, if client would like to approve the engine block, Audi Grapevine will submit a goodwill gesture to Audi to see if they will cover the cylinder head under the 12/12 warranty. Client will still be responsible for the labor involved to replace the engine block and any overlapping labor times will be adjusted to assist in this repair.