Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against both **** parent company ***** *************) and *************************************. In 2017, I purchased a new 2018 **** Q8 Prestige ***. Later, I asked the dealership why the chrome exhaust pipe outlet was black with soot similar to a diesel car. They said it was normal. With time, I started to get notifications to add engine oil. The dealership maintained it is normal. They also began asking for signed waiver before each service/repair "because your car is now old" so in June 2024 when a "Check Engine" light came on I took it to an independent garage, and they informed me of failed PCV valve (I paid $2000) but the problem persisted. I took the *** to ************** Beach dealership (first time at this dealership), and they provided a menu of problems with the price to fix each totaling $56,729 and I (not an **** expert) is to approve or decline which work is to be performed! I approved about $6000 worth of work including the "Check Engine" problem but not the $44,093 engine replacement which, they say, is the cost to resolve oil consumption (****'s own admission is that no cost will stop excessive oil consumption!) I paid around $6000, collected the ***, drove home 20 miles, restarted and the "Check Engine" light was back! I returned to ****, they said they need help from corporate to diagnose the problem. Later they said the manifold was bad and repair cost is about $6000 more (discounted by 50% and they later send a check for another $800). They removed and reinstalled the manifold in the first repair and it was not flagged as bad! **** is to return the first payment because the problem was not fixed or all of the second payment if they damaged the manifold while reinstalling. I requested intervention from ****************** but nothing on either the local overcharged problem or selling an $80,000 *** that ***** excessive oil.

  Business response

  11/21/2024

  It seems this complaint is primarily directed to the manufacturer, **** ****  The dealership informed the customer that there were a number of problems with the vehicle.   In an effort to assist the customer, the dealership performed the repairs at a 50% discount (goodwill).   The repairs that the customer authorized the dealership to perform were primarily to address the issues caused by the independent repair facility that the vehicle was previously brought.  The dealership only performed those repairs that were expressly authorized by the customer.  There is no complaint regarding the competency of those repairs.  

  Customer response

  11/27/2024

   
  Complaint: 22464391
  
  I am rejecting this response because: **** WPB did not respond to any specifics in the complaint except for something I stated in outset of my complaint that my complaint is both against ******** (for a defective engine) and **** WPB for unfair practices. **** *** said they performed repairs for me at 50%. I paid them almost $9000, so the charges were $18,000? Can they substantiate that?

  They said they did nothing but try to assist me. How? Providing $56,729 repair estimate for a 6-year-old **** Q8 Prestige bought new from **** with still the original owner living in hot and flat ******* with no salt snow nor hills to climb and wear the vehicle out? A car that drove to **** without any problem except a "Check Engine" light. A car that a previous company's diagnostic report showed the day before to have three minor problems?   

  **** WBP (1) the attached evidence established that the car went to **** for "Check Engine" light and we paid $6,000 and two hours after collecting the vehicle the "Check Engine" light was on again and that I paid another $3,000 for the same "Check Engine" light (2) said they paid/absorbed 50% of the repairs, they cannot substantiate $18,000 worth of repairs (3) sold services that were not required, independent diagnostic report of the vehicle the day before it arriving at **** established three problems and **** service support team confirmed the stuck runners, nothing else was wrong with the vehicle (4) unfairly placed a bunch of problems in a basket and put the onus on the customer to select all their highlighted problems and if they declined all and there is a future problem then the customer is at fault because they declined the recommended repairs (5) sold service to repair leaks when there is no leak on the concrete floor where the car parks in **** (6) tries to sell a new engine for $44,000 to prevent oil consumption when the **** owner's manual on page 322 clearly states that the engine will use about a quart of oil for every 600 miles and that it uses more oil when it is newer (7) **** WPB is dealing in unfair practices, and (8) out of guilt for the excessive charges decided that they absorbed some of the cost.         
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mechanical service,or lack of! See notes in desired settlement section.

  Business response

  08/23/2024

  Customer originally had his vehicle towed to our location on 4/17/2024 for a no-start condition. The Technician completed a full diagnostic procedure on the vehicle and determined the starter motor had failed and required replacement. The Technician verified the engine was freely turning as part of the diagnostic process. Customer approved the starter replacement and the work was performed and completed on 4/24/2024. The vehicle was quality control tested and operating as designed.
  
  Customer was contacted regarding the completion of his vehicle repairs and informed that the loaner vehicle he was provided must be returned within twenty four hours. When ******** did not return to retrieve his vehicle,multiple attempts were made to contact him. Customer finally retrieved his vehicle and returned our loaner on 6/26/2024, two months after the completion of the initial repairs.
  
  Customer contacted the Service Advisor on 6/26/2024 after picking up his vehicle and informed him that the vehicle will not start. The vehicle was towed back to the ****************** on 6/26/2024. A diagnostic procedure was performed on 6/27/2024 and it was determined that the engine had seized. Customer was informed that an engine replacement was required and he declined the repairs.
  
  The initial repairs were justified as the engine had not seized prior to the starter installation and the original starter motor was inoperable. The condition of the engine could have contributed to the original starter failure as the load would have increased due to the diminished engine performance. The vehicle has been serviced at ******** and has incorrect coolant and other mechanical issues as noted on the repair order.

  Customer response

  08/29/2024

   
  Complaint: 22058757
  
  I am rejecting this response because:

  Not only they didn't give the full story, they also lied about the vehicle was service at pep boys afterward. The full story started when I went to them two years prior for oil change. I ended up going back to them a month later because the vehicle service light was on for oil. So I asked them for the reasons behind the need for me to keep adding oil every other month after they gave me that solution as an answer. I just now found out that the vehicle was leaking oil to the other parts of the engine. Including the starter and the alternator. That was the reason why the starter failed the first time, and again a second time after they replaced it and caused the completely failure of the engine within an hour of my picking up the vehicle from them. In fact,  I didn't even make it home from the dealership. The while issue could have avoided if they weren't either incompetent, or too lazy to find out that the vehicle was leaking oil and causing damage to the engine. When it comes to pep boys on that day, the towing company took the vehicle to pep boys on that day of picking up my vehicle by mistake and they only diagnosed it before I called them and asked them not to do anything, because the vehicle was supposed to go to ***** However,  they told me that they already diagnosed it and told me that the vehicle needed a new starter which was surprising to hear given that I just paid $2800.00 plus to replace the starter with ***** So, I paid them the fee for the diagnosis and got a copy of it. They never performed work that day on the vehicle. Once again, their laziness or/and incompetence caused this whole mess according to my mechanic. If they had stopped the leaks about two years prior when I first went to them regarding the need to keep adding oil in, this whole mess would have been avoided! I believe that they made my vehicle worst instead of fixing it! 

  I will denounce them to everyone and i am even considering going to the news and expose their incompetence and laziness! 
  
  Sincerely,
  
  Rollinx Vil

  Business response

  09/04/2024

  The dealership stands on its previous response as it performed the then required repairs consistent with the customer's authorization.  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, March 29th I had to have my vehicle towed from my mechanic to Braman Audi of West Palm Beach due to a recall issue with my 2016 Audi A3. The recall is related to an issue in the gas tank and my car wouldn't accept any full and was pushing fuel out as I drove. My mechanic found it to be a recall issue. I then had to tow my vehicle to the Audi to Braman and pay out of pocket for the tow and my mechanic's labor for identifying the issue. Braman Audi has acknowledged that there is an active recall without a "fix" currently, but they will make the car drivable. I want my tow and mechanics fee reimbursed. These expesense were as a direct result of the recall and I shouldn't have had to pay them without being reimbursed. When I explained this to ****** he said I can ****** a Audi customer service number and tell them. I'm not calling some endless automated line. It's bad enough I'm driving a fireball on wheels around. I shouldn't have to make an issue over such a small amount of money to them. To me it's not a small amount. I've sent the supporting documents to ****** already so if Audi needs them they can ask him otherwise when they reach out to me I will provide them.

  Business response

  05/01/2024

  Respectfully, all of the issues raised in this complaint should have been directed to the manufacturer.  The customer did not purchase his vehicle from Braman nor did he have it regularly serviced by Braman.  Notwithstanding, Braman repaired the vehicle consistent with Audi's instruction and assisted the customer with getting his tow bill covered by Audi.   

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern,The dealership over charged me $150. they will only give me a store credit and won't refund me the money they over charged.I tried to resolve the issue with the general manager, but she refuse to give me back my money.They won't explain why the amount of the two invoices have such a discrepancy with the labors and part. The only answer I got is that they over charge $150.Here is the breakdown of the invoices Invoice for the abs sensor in July 2023 Labor Amount$559.20 Parts Amount$182.40 Misc Charges$0.00 Total charges$741.60 Sales Tax$51.91 Total $793.51 Invoice for the abs sensor January 2024 Labor Amount$245.98 Parts Amount$330.10 Misc Charges$69.13 Total charges$645.21 Sales Tax$45.17 Total $690.38 The difference of price for the labor and parts are not consistent from one invoice to the other. I attached the emails exchanged with the general manager. I want my money back and an explanation regarding the pricing of these two invoices.Thank you.*************************

  Business response

  03/19/2024

  We are advised that the matter has been resolved.

  Customer response

  03/19/2024

   
  Complaint: 21393676
  
  I am rejecting this response because: they wont refund me the $150 they overcharged me
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On or about April 15th, 2023 I received (by first class mail) a scam invoice from ************** Beach, a Braman Motorcars dealership located at ************************************ ********* Beach, ** ***** in the amount of $528.66. It purports to reflect a transaction on 01APR23, Document *********** on Account No. ***** showing my name and address as provided in this complaint. I have never set foot in this dealership nor have I ever transacted with ************** Beach. More than 20 years ago, I did purchase a Mini ****** from a Braman dealership, however, since that time, I have had zero contact with this organization or any of its affiliated businesses! Several voicemails have been left with their controller, a person named Britnee, to no avail. The service manager also claims this to be a bogus invoice.

  Business response

  04/24/2023

  We are advised that the dealership has reached out to the customer and that this matter has been resolved to the customer's satisfaction.

  Customer response

  04/24/2023

   
  Complaint: 19965812
  
  I am rejecting this response because: while it is true that *************************, Braman"s controller, did telephone late last Friday with a plausible explanation, on the other hand, she promised us a written response (by email) absolving us from any financial responsibility.  She has yet to send that email notification! 
   
  Sincerely,
  
  *******************

  Business response

  04/27/2023

  We are advised that this matter has now been resolved.

  Customer response

  04/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, January 11th, 2023 I made a service appointment with ******** for Saturday January 14, 2023 for 12:15 pm. Confirmation attached. In the appointment request, I was asked if I would be waiting for the vehicle, dropping it off and if I needed transportation. I indicated that I would be waiting. The appointment also referenced that transportation was not necessary since it was just regular maintenance and recall. My daughter took off from work on Saturday to take the car in for this service because she attends school during the week. When we arrived for the appointment no one came over to greet us for a good 10 minutes. Then a gentleman asked me if I was returning the vehicle so I said no I have an appointment. He asked me for my name and he found my appointment and said **** was not here. Ok but I have an appointment so someone else can surely take the vehicle and that I would be waiting for it. Then an african american man, I think ****** or *******, said loudly, there is no waiting today. I said excuse me, I have waited before and my appointment indicated that I would be waiting. He proceeded to tell me that he didn't even know about my appointment until this minute. Not my problem if you have an appointment system that does not work. I told him that I would like to speak to a Manager and he said he was a manager. Well a good manager, would arrive in the mornings and check the schedule to make sure all appointments are covered, right? Again, he was loud and obnoxious, which made me become loud to try and speak over him. I have been a customer of ******************** *** for over 20 years and I've never been treated with such disrespect. Not even an apology for the inconvenience of making this appointment and them not being able to cover it on the same day as requested, when my daughter's vehicle needs maintenance and there is also an active recall which could endanger her on the road. I will NEVER go to this place again. And they also advertise same day service appointments!!! False advertising I'd say but my appointment was made in advance, earlier that week and we have the confirmation of this appointment. I asked for the vehicle back and left this place, perhaps we were treated this way since we were two females.

  Business response

  01/31/2023

  We are advised that the dealership reached out to the customer and has resolved this matter to the customer's satisfaction. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2018 *** X3 in for service on August 1st, 2022 due to the coolant exploding out the reservoir causing my car to constantly over heat. From 8/1/2022 to 8/8/2022 I kept getting updates from my service advisor *************************** advising that the technicians could not find the issue with my car. My father is knowledgeable about cars and asked them to check if maybe the thermostat was sticking to which ****** advised she would relay to the technician. On August 9th I received a text message from her advising that an estimate was being put together and she would advise me of what my warranty would cover and what Id owe out of pocket towards repairs. Not once did she mention anything in regards to the rental I was placed in as far as who was covering how many days or anything like that and theyd already had my car for 9 days. Once I relayed what was being repaired to my father he grew a bit concerned because it seemed the effect of the issue was being resolved and not the cause. He spoke to ****** and she placed him in contact with her assistant service manager ***************** within that conversation they invited my father to come speak to the technician in person to which he advised he would try. This facility is located in west Palm Beach and my father lives about 45 mins away and with his job and health concerns just couldnt get there to do that. I made a phone to ****** to explain that to her and she became very nasty and rude with me on the phone with then prompted me to advise her that I would come pick up my vehicle and simply pay for the diagnostic. That conversation with her took place on 8/11/2022. When I arrived she was again very nasty and rude to me then a gentleman from Enterprise which is the company they use for rentals approached me advising I have a balance which shocked me because ****** never told me Id have to pay for the rental to which she yelled at me were only paying for 4 days. I was NEVER advised of this but still had to pay.

  Business response

  08/23/2022

  We are advised that the delay in repair to the vehicle was due to the extended period of time that it took the customer to approve the repairs.  Notwithstanding, the dealership agreed to pay for five days of the rental charge since the customers warranty would only cover three days.
  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a new 2018 Audi A5 Cabriolet from Brahman ********. While still under warranty, the vehicle began to consume significant quantities of oil. The vehicle has been in the shop at Audi for well over 60 days in the past 3 months. I have attempted contact with both the Service Manager and the General Manager multiple times and cannot even get the courtesy of a return phone call regarding status of the vehicle and what specific repairs have been attempted. I am also seeking information on my rights under the lemon law.

  Business response

  08/01/2022

  The issues raised in this complaint should be directed to Audi of *******, the manufacturer of the vehicle and the entity that provides the warranty.  We are advised that the customers vehicle is out of factory warranty.  The dealership has reached out to Audi on behalf of the customer to request goodwill assistance and has made repairs to the vehicle at no cost to the customer.  The dealership has been in contact with the customer and has provided updates.    

*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. ↩