Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My initial purchase was for a 2019 E-tron, 4/14/24. One of 2 outstanding recalls was a fire safety issue. I was driving at risk . The car was plugged in at my home and wouldn't hold a charge. I returned to dealer for help on 4/15. & was told to monitor charge and range use. Problem did not improve. Tried to return car & cancel sale. I was denied by the manager Adrees. He offered to swap for a different car; a 2021- Q5. It appeared mis-info (fraudulent) was given on E-tron performance to make the sale.I drove home on Apr 30 in a 2021 - Q5 as a swap. This is the 2nd of 2 cars purchased that had major issues. On 5/3 (4 days later) a malfunction message appeared on the Q5 dash while on the way back to the dealership to pick up floor mats. We immediately drove this car to their service **** & notified the service team, ************ sales *** of the problem. We took pictures of the dash message and showed it to service staff. My Sales *** took the car on a test ******** was not able duplicate the dash message. We were sent home without any further action, except to let them know if it happened again. On 8/15, the Q5 car shut down on the freeway displaying the same malfunction messages previously ***orted on 5/3. Car had to be towed to the service ****. On Fri, 10/12, I learned that the engine failed and the ***air cost was $16k. This issue occurred slightly past the 90day warranty period but was originally ***orted 4days into the warranty period. Since the 5/3/24 ***ort was not logged by ****'s service ****, the warranty people won't honor the ***air *********** expects me to "chip in" on the cost. In the meantime, My trade in car is sold & my $18k pmt has not been refunded. This still has not been resolved. It has been 6mos. Both vehicles sold to me had issues that were not my fault. This has been stressful and unethical. I don't have a fair vehicle purchase from **** to make this right! I've taken a huge *********** been used as collateral for their mistakes.

  Business response

  10/25/2024

  Our Management team and General Manager are in communication with the customer and have acquired a vehicle to trade out of their current vehicle.  *********** team is currently performing a thorough inspection of the vehicle, and our Sales team is talking with the customer to ensure this vehicle is suitable to resolve the issue.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new Audi A5 sportback on 8/15/23, Next day and to present day, intermittent A5 computer screen locked and in loading screen at start up or while driving. Repeat service visit, unable to duplicate issue at service **** & told to just push button off/on to restart screen (does not clear screen issue). Continued MMI screen loading issue. Finally on 2/22/23 email from service manager and shop ******* verifying your MMI screen locked in the loading screen. This occurred one day after I picked up my vehicle and Audi shop ******* also acknowledges there is an apparent issue. ************** photos of MMI screen issue sent to service manager. ******* claim submitted to Audi 3/8/24 and on 5/9/24 told no problem with car, take up claim with BBB Auto. Unable to get navigation on screen while driving car which causes car safety driving issue if driving in unfamiliar areas, especially at night. Would like Audi to buyback car or provide cash settlement for this MMI screen issue. Internet has several articles with A5 screen issues experienced by others so Audi and service is aware of this ongoing computer problem.

  Business response

  05/17/2024

  Our Service team is continuing to work with this customer and the manufacturer towards a resolution.  After initially not being able to replicate the issue, the customer returned to the dealership on 5/16/2024 for a follow up visit and to recheck the communication unit, and the issue was confirmed.  ********************** is communicating with Audi and escalating this concern on behalf of the customer, and though there is currently no remedy available, we will be contacted once there is a solution available.  The current ETA from the manufacturer is the end of June 2024, though we understand that this ETA may move as more investigation is done by Audi to provide a remedy.

  Customer response

  05/18/2024

   
  Complaint: 21689344
  
  I am rejecting this response because I would like Audi Corporate to buyback the vehicle and the extended warranties initially purchased. This is a computer issue ongoing from purchase date and I believe this falls in the 'California Lemon laws?? Can BBB assist with getting Audi Corporate to respond with a full buyback of vehicle. Driving this vehicle with no navigation or computer screen abilities makes for unsafe driving. Thank you.
  
  Sincerely,
  
  *********************

  Business response

  05/20/2024

  We understand your frustration regarding your navigation screen.  In order for you to request and process a lemon law buyback, as you have stated is your request, we recommend you to call Audi of America at **************.  They will be able to assist you further.  We, as the dealer and repair facility, do not have the authority to determine whether your vehicle qualifies under the terms set in the California lemon law.

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