Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 12/17/2024 Money paid: $870.50 ***** *******, 12v battery)Nature of Dispute: Check engine light on for 12-volt battery. Battery replaced at ************. After the check engine light was cleared, check engine present during car wash, showing code J1050- high voltage battery control module. Verified by **** technician it needs replacement. **** Ontario states the claim was denied and they would not be able to process the claim at their location as their Warranty specialist claims the warranty only covers up to ****** miles/ 8 years. **** USA confirmed using VIN verification and mileage, that the high voltage battery and modules are covered under the ******************* Warranty which covers up to ******* miles/ 8 years, whichever comes first. **** Pasadena was informed of the situation. They said they can resolve the issue no problem as the vehicle is still covered under multiple warranties. Car was towed from **** Ontario to **** Pasadena on 12/12/2024 to perform their own diagnostic and submit a claim for the J1050- high voltage battery control module replacement. Claim was denied, stating the warranty covers up to ****** miles/7 years. The 2018 **** A3 e-tron is covered under the ******************* Warranty, Limited Warranty Against Corrosion Perforation, Emissions Control System Warranty, California Emissions Control Warranty, and California Emissions Performance Warranty. The ********************** booklet states the high voltage battery and modules are covered up to 8 years/******* miles. This warranty was also confirmed with ******** and is still being denied at two different locations. The high voltage battery control module is a major component of the high voltage system and inhibits its ability to be driven safely as it controls temperature, monitoring and managing voltages, and current of each individual battery cell. Resolution: Approval for repair of check engine light J-1050 high voltage battery control module.

  Business response

  01/10/2025

  The component that has failed on the vehicle is not covered under any **** warranty extensions due to vehicle being over milage, the vehicle has ****** miles which exceeded the 70,000-mile warranty extension, this has been verified by two **** dealers, we offered a 500.00-dollar discount on the repairs, but it was declined. Guest has vehicle towed out of the facility. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second attempt with BBB and I have made other complaints about this particular business but I have yet to get any resolution from this business. I can't believe this organization is still in business despite the endless customers who have complained about **** ********************** service and parts. I read multiple negative reviews on **** and ****** and it seems from Management level and the rest don't care to help customers who own or lease ****. I have recently left two messages at least within this last three weeks and I have yet to get a call, email, or any contact to get help on the issue I am having. My tires are under warranty since I have driven only ****** miles and Pirelli Tires asked me to get authorization letter sent to them before they processed with my request. This issue is time sensitive. I even called back ****'s main message center & left a complaint to the *** that I have not gotten any help or call back. All I get is their apologizes and that they will relay my message to the service department. I have called during their business hours when they are open but they never answer. I have called at both of these numbers: ************ and *************. I am beyond disappointment at the lack of care and common decency the service management *********** staff at **** of Pasadena. I don't want other previous or potential new customers go through what I have been going through with this business. Thank you for doing what you can to help.

  Business response

  10/01/2024

  We apologize for any inconvenience or frustration you may have experienced regarding your tire warranty claim. We understand that your experience has been less than satisfactory, and we would like to address your concerns.
  As you mentioned, our agent did attempt to schedule an appointment with you on September 6, 2024, at 8 AM. Unfortunately, we did not receive a confirmation from you, and you did not arrive at the scheduled time.
  We want to clarify that Audi Pasadena is not an authorized Pirelli tire dealer. For any Pirelli tire warranty claims, we advised you to contact a Pirelli tire dealer directly. They will be able to process your request and provide you with the necessary assistance.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was dropped at the service on 1/9/24 to have it checked for reduced performance. Car was at the service for a month and I did not even request a loner. They had fixed a few items and I was finally notified on 2/9/24 that it was ready, When I picked up the car, there was a noticeable streak on the windshield, but the car was just washed so didnt think much of it. When I tried to clean the streaks later, they wouldnt come off, so took to the car wash with no luck. Finally when we went to a body shop they advised that the windshield was scratched by the wiper blades and the streaks can't be lifted and the windshield needs to be ***laced. Thats when I contacted the service *** and later on followed up with the service manager with no luck. They said they did not change the wiper blades and hence not responsible for the scratches. However this is not true. If I were to guess they either took the rubber off and left the skeleton there that made the scratches or ***laced with some old ones. The ones we had when we left the car were worn and while they didnt clean well, they never scratched the glass. They just did not dry evenly when we used them. The permanent scratches were caused since the car was dropped off at the service. Priorto that the windshield glass was spotless. There was also a cylindricalrod floating on the floor since the service. I dont know if it came loose from under the seat. It is only fair they ***lace the windshield as the damage first presented itself when we picked up the car from the service. The loose rod also has to be addressed and fixed. Please let me know if you require any additional information.

  Business response

  09/09/2024

  Thank you for bringing these concerns to our attention. We understand your frustration and want to assure you that we take all customer complaints seriously. Regarding the windshield damage, we have reviewed our service records and can confirm that our technicians did not replace or manipulate the wiper blades during your service visit. As you mentioned in previous communications, the wiper blades were worn prior to your service. Our records indicate that you declined any additional recommended maintenance that was offered, you approved repairs that was covered by your extended warranty. While we understand your disappointment, replacing the wiper blades wasn't part of the agreed-upon service.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  They gave me a loaner and tested my car. The loaner also did not charge to 285 - it only had *** of 271 charge. This was better than 220 I was getting on the vehicle I leased. The ** promised that by the time I bring the loaner back it also will only charge to 220. I informed them that they sold me a car under false pretense and I want a vehicle that charges at pick up to 285! They refused to comply with my request. They said the car has not responded with any defects and the 285 mileage rate is best case scenario. I asked them to provided written language in any paperwork I signed outlining that I leased a car with a rating of 285 miles per charge but agreed to accept only 220 miles per charge. They were unable to provide this paperwork. They were also unable to provide anything written in the manual or advertised that said the vehicle UPON PURCHASE WILL NOT CHARGE as rated to 285! I asked for the regional manager name for Rusnak or Audi and the ** of Pasadena ********************* refused to provide me names and escalate the situation. He said nothing can or will be done beyond him and he cannot offer me any resolution. The etron cars do not get the mileage printed on the **** sticker or as advertised regardless of any advertising. NO ONE TOLD ME this information when I signed my lease documents. I was allowed to drive off thinking I leased a vehicle with charging ability of 285 miles per charge period! My vehicle has 16 miles on it at purchase and 250 when I brought it back to give back due to false information at time of sale . There is no learning curve information disclaimer for the vehicle. They are selling these vehicles under false pretense and Information. The car should charge to 285 every single time I plug it in and charge to 100% without fail and that has never happened and according to the ** ********************* this will never happen.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is again ************ in Pasadena **. Their address is ************************************ Pasadena ** *****. *** had terrible experiences at this ************ for many years but *** finally decided to file a formal complaint. I have in multiple occasions filed a complaint with the manger of the service department, but after multiple emails and calls he never once bothered to answer. It is no wonder the rest of his employees could care less about serving me properly. This place charged almost more than double for oil change. Whenever I have stopped by to ask for help whenever something is wrong with my car, Ive had more than 3 different employees tell me its all in the manual last time I went there I asked if they can help me reset the oil change reminder because I havent rode nowhere near the mileage required to make an oil change. The staff literally told me its easy you can do it yourself. Just this week I have called 3 times and I was told to leave a message to the last rep served me back over a year ago. His name is ******* and I have yet to get a call back regarding the missing oil dipping stick. A friend of mine was looking to see if I need an oil change and noticed it was missing and I told him the last place took my car was Audi Pasadena. He suggested I call and ask for help. The ladies who answer the calls here appear to have zero interest to help. Manger is not even reachable. Id never trust this place because maybe they see me as a female woman there and only want to sell services I dont need and lack the care for basic things I have stopped there for. I have only driven ****** miles in over 3 years and my Audi A4 2019 is under warranty for up to ****** miles and Ive had minor issues but they just ask for more money but no show of care . They dont even help in person or return calls on multiple occasions including by their department manger. Im going to blast this place on social media and other outlets so others dont have same issues.

  Business response

  09/05/2023

  Dear ******,
  I am writing to you on behalf of ************ in Pasadena ** to apologize for the poor service you have experienced. I understand that you have been a customer for many years and that you have had a number of issues with our service department. I want to assure you that we take your feedback very seriously. I have reviewed our procedures to ensure that something like this does not happen. I am truly sorry for the way you were treated. We value your business and want to make things right. Please contact me at your earliest convenience at *************. Thank you, **********************;

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Audi*** to Audi Pasadena for a repair in January of 2022. I noted the problem was a "grinding" sound coming from the front brake(s). At that time the service person shared with me that it was a problem with the brakes, and, with my consent, they would repair the problem. At that time I trusted Audi Pasadena, consented to the repair, and my brake pads and rotors were replaced in January 2022. Shortly thereafter, the problem persisted. I then took my car back to Audi Pasadena, and told them that the problem was not fixed. They apparently took a look at the car, and told me: "There is no grinding noise coming from the front of the car." And I was also told, "If there is a grinding noise, that's normal for Audis, and there's nothing wrong with it, and nothing we can do about it." The same day I went for a drive with the Service Manager. He shared with me that he heard the noise I was referring to. He suggested that it was not normal, and that he'd like to do further diagnosis, which I declined. They didn't get it right the first two times, I was not interested in a third misdiagnosis or assessment. In short. the Audi Pasadena service shop unnecessarily, and I believe knowingly, changed the brakes, and I was told that the brake replacement would solve the problem. Clearly it did not. To note: I brought the car in during the fall of 2021 for a routine service, at which point I was told that "the brakes are in good shape". Clearly the car did not need new brakes. I think Audi Pasadena does a poor job of assessing and determining repair needs. And as a result, suggests repairs that are not needed. It's worth noting that Audi Pasadena refused to refund the uncessasary brake repair that they performed on my vehicle. Finally, I find Audi Pasadena to lack integrity, honestly, ethics and the ability to "do the right thing" when it comes to correcting an error that they made. I'd strongly advise not to take your vehicle to Audi Pasadena if trust, honesty matter.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/13) */ Hello, I am sorry for your frustration. The vehicle was serviced in fall of 2021, at the time you had no concern for your brakes, and they were operating as designed during our inspection. The vehicle was driven 3000 miles, and was returned to the dealership for a "brushing" noise when applying the brakes. In our inspection we were unable to duplicate the noise, but we did find that your front rotors where warped causing a pulsation when applying the brakes, the repairs where approved and the vehicle was delivered back. As per our conversation I would like to make things right and re-inspect your vehicle for the noise, now that we have replicated it, determine the repair, and with your approval repair it at no cost to you. We appreciate your business, unfortunately we cannot refund you the amount, as your vehicle was in need of new brakes due to the warping. Thank you.

*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. ↩