Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im filing this complaint regarding deceptive and unprofessional practices at **** of Burlington. I scheduled a test drive for an **** S4, but upon arrival, I was told I could only sit in the car despite my confirmed appointment. After insisting, I was allowed to test-drive the car. When I returned to finalize the offer, the sales representative, *******, heavily promoted ****s 100-point inspection and **** ******** 5-day money-back guarantee. Upon reviewing the fine print, I discovered the S4 was excluded and the 100 point inspection NEVER occurred, something they failed to disclose upfront and only until signing papers. To address my concerns, I arranged for a pre-purchase inspection. ******* repeatedly pressured me to skip it, claiming the car would sell quickly (which it didnt). On inspection day, she disregarded our agreed time, citing scheduling conflicts, and the manager offered no resolution. It became clear that the dealership was unwilling to allow a proper inspection of the vehicle. They even said mechanics come to their location for inspections yeah right. I believe their lack of transparency and pressure tactics demonstrate poor business practices that other consumers should be aware of. I request that the BBB investigate and hold **** of Burlington accountable for these actions.

  

  Business response

  12/27/2024

  Throughout your three visits to our dealership, we informed you of other appointments scheduled for the vehicle to maintain transparency.
  During one of your visits, we specifically communicated that the 5-day money-back guarantee does not apply to sports models, such as the S4 you expressed interest in. (See attached for Exclusions)
  We provided you with the CarFax report and all service records for this vehicle in addition to our Smart Price policy that explains the vehicles that are eligible and not eligible for the 5-day money-back guarantee.
  To ensure complete transparency,this information is accessible online for all pre-owned vehicles for every potential client to review. Although we conducted a comprehensive multi-point inspection on this vehicle with only ****** miles, we were willing to bring it to your local mechanic for your peace of mind. Our team member arrived early,prior to our sales department opening, to accommodate this request.
  She texted you and there was no response. When you arrived over an hour late, she was unavailable to take the vehicle to your mechanic at that time.
  We subsequently offered to have another team member bring the vehicle to your mechanic at a later time,but you chose not to accept this offer.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I picked up a used vehicle that I bought from this dealership a week ago. 2 days after I picked up the car, I noticed the shaking when pressing on the brakes. I took it to the dealer and they did in fact say that the rotors are bad, and that they have heat spot on them which cause the friction and shaking. They said they will replace the front rotors but only be responsible for 50% of the cost. So they basically sold me a car that was safe for me to drive.

  

  Business response

  03/25/2024

  This is the businesses response to complaint number ********. We have taken care of the break issue with the vehicle. The customer is complaining about at no cost to the customer. We did pay for 100 % of the brakes and the customer is now happy

  Customer response

  03/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Ghali Filali

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2012 used ***** Pilot on Oct 9th. We have a 30 day dealer warranty that would cover any repairs necessary during that time frame. After a few weeks, we noticed it having an issue so we brought it to our local ***** place for analysis. They said the wheel bearings and arms were gone and needed replacing. We called Audi and left a message for the manager **** to call us back immediately. After a few hours, we contacted ***** and told them to start the repair. **** then calls back and said they want to see the car and inspect it for themselves. We told him at this point it was already being worked on. He then said "well once its complete, send me the invoice and i'll see what i can do as i want to make sure my customers are happy". So we sent them the bill and he flat out said "no , we are not paying for it. We told you it needed to be fixed here". No where on the form does it say all repairs must be completed at that dealership nor when we first spoke to him, he didn't say anything either. He even mentioned they already spent enough money on the car by putting new breaks and tires on it before selling it.

  

  Business response

  11/17/2023

  Hello **************,
  
  Our company offers a 5-day money back guarantee as well as a 30-day vehicle trade guarantee. The car you purchased had ******* miles at the time of sale; there is no lemon law warranty for vehicles sold with more than ******* miles. **** we first spoke, the request was made to please bring your recently purchased vehicle back into our service department to give us the opportunity to validate any concerns and to rectify the situation. Instead, you authorized a different dealership to perform their requested work. In our discussion we said that we would happily provide some sort of assistance if we found issues regarding the complaints, but we never had the opportunity. It is unreasonable that you would expect our dealership to write you a check for repairs that you decided to have done on your own.
  
  Best Regards,
  
  *****************
  General Sales Manager
  
  Audi Burlington
  62 Cambridge St
  Burlington,MA,01803
  Office     **************
  email:  **********************
  ************************************

  Customer response

  12/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached

   

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 22,I purchased a car from Audi in Burlington. A few weeks later the dealership called saying the financing didnt go through . I already had the car registered. I had to go to Audi to resign another loan . I also received paperwork from the *** stating something was wrong with the odometer statement. They said they would take care of it . Now 5 months later I paid off my car and wanted to trade it for another car . I am unable to do so. I was making payments to **** of America BUT the dealership never put their name as the lean-holder on the paperwork. They dont have the title and dont know where it is . They stated the account is under investigation.I had to call the first bank that I never made a payment to to get a zero balance and a letter stating that . They dont know where the title is as well. I then went to the *** and was told that the dealership never sent in the odometer state and they didnt know where the title is . When you look up the title on line it ****** Audi had it . Totally run around . I was told to call call the attorney general for help along with doing a police report . I have a car that I cant sell / trade ect because the title is no where to be found . I was told that it was the dealerships fault buy the banks and dmv .They arent fixing the situation. Very shady, underhand business . So of you are going to *************** watch out . You could end up with a car that you are unable to sell without a title . BUYER BEWARE!!!!! All the running around , phone calls ect has been horrendous. This has been by far the most stressful situation. I would never want anyone else to go through what I have been through .

  

  Business response

  03/30/2023

  This has been resolved with the customer

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
   After having a very stressful time dealing with the dealership,DMV and several banks I received a call from Audi. They got the title to the car and resolved the issue. They had an older gentleman speak with me. He had to be the nicest man in the dealership. ( I am sure that was done intentionally) his name is *****************************. I am grateful this nightmare is over!
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pre-owned, previously leased vehicle with ****** miles on April 8, 2022, that was sold as accident free, and provided with a carfax stating so. I learned back in November that three rims are damaged and have noticed signs that the vehicle has had work done to it. The vehicle was purchased from Audi by ************************* Audi Burlington. They could have performed the work on the vehicle to avoid any reporting to Carfax. They have not denied this. I did not spend $46,000 for a vehicle that has been damaged, and I made that clear when I was purchasing the vehicle.

  Customer response

  02/27/2023

  I have not heard from the business in response to my complaint. I have also contacted Audi *** and they reached out to Audi Burlington, asking the general manager to call me, but supposedly thats all they can do.

  

  Business response

  03/06/2023

  All our used vehicles are displayed online with all available information relating to the vehicle. We are very up front with all the information relating the Carfax and available repair order information. If something posts after the time of sale, this is not something in our control.We offer as much information as we can up front. To this very moment, the Carfax does not show any damage or accidents. We offer a five-day money back guarantee / 30 day exchange policy in the event our customers are not entirely satisfied with their purchase. To reach out almost a year after the purchase with these concerns is unreasonable. A lot can happen while driving the vehicle for nearly ******************************************* trading the vehicle toward another,we are happy to help.

  Customer response

  03/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed.

  I did not learn that the vehicle had been damaged until I needed to have the tires replaced. That is when I learned that three of the rims were damaged. You were not at all transparent about the vehicle, in fact, you werent even going to tell me that it didnt have the original summer tires on it. Its reasonable with ****** miles on the vehicle to assume that it would have had the original tires. I also pointed out that the rims had noticeable scuffs and asked whether they were damaged or if it was just cosmetic and I was assured that the scuffs were only cosmetic. If I could get the entire detailed history of the vehicle, that would be great, but no one wants to provide all of the service records from all of the dealers it was at. I do believe that the vehicle should have a record of where *** been. This is absolutely in no way transparent! You have avoided contacting me since January about this matter.

  
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Audi Burlington dealership on April 25th, 2022, about 3 months after my service light came on and I was not told the reasoning for that. I went back to the exact same dealership and was told it would be handled and it was. Now I go back again for a second time in less than a year of owning this vehicle, for a recall on my TPMS, on December 14th, 2022, and this time my vehicle was damaged under the care of their employees. This is very upsetting as it does bring an inconvenience to me. My car now will be of less value due to it now being reported as having been in an accident. It is now February 4th of 2023 and I still do not have my vehicle. Although I was provided a loaner car, I doubt that anyone who purchased their own vehicle whether it is leased or financed, wants to be in any car but their own! I feel as though purchasing this vehicle from this dealership has brought me a great amount of disappointment. I would like to know how I will be compensated for this mistake, or if they even care enough to make this right.

  

  Business response

  03/03/2023

  Good afternoon *********,
  
  I have been aware of what happened to your car from day one and truly feel badly. ******* and my Sales Manager ***************************** have been advised to assist you in any possible way. Per your request ******* is working on writing you a letter stating that the damage to your car did happen on our property and while in our care. Our vendor who damaged your car has provided you with their insurance information on the date of accident.Please let us know if they need anything from us to help you close this claim.
  I am sorry to hear that youre frustrated with the time this is taking, but that has to be directed to the body shop you choose to repair your car. We too are at loss by volunteering our loaner car for this long. I can assure that had the car been sent to our body shop it would have been done by now.
  As much as we understand and appreciate the way you feel, it was an accident.  We now have to follow insurance protocols.  You should be able to file a claim with the insurance company if you feel as you are owed compensation.
  
  Best Regards,
  
  *************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 10th 2021, I purchased a certified pre-owned car from Audi Burlington with ***************************** in Dec 2021. It had cosmetic issues and at that time, I asked for my money back or to trade it in and they mentioned they would fix it. I should've stick to my hunch on returning the car. It took them about a month to fix it... not the experience I wanted to have. Then, once I get my first oil change months later, I realize that they sold me a car with bad brakes and never disclosed it. 1) they did not provide me with an multipoint inspection report at purchase although they claim they did one on my car and there was nothing wrong with it. 2) I went to their service center about a month after having the car due to a recall and they marked everything as green but after getting another multipoint inspection report from a different dealership during the oil change service, I went back and compared both reports. My brakes were under 5mm back then and they marked it as green. Was it done on purpose to mislead me? 3) On that same report that they provided at the recall, they put a much lower mileage than when I had bought it.When I reached out to them to notify them of the brake issue, they simply brushed me off. No one purchases a car, puts only 5k and realizes that they have to change all of the brakes. The reason why I went to a dealership that has a thorough inspection for a pre-owned car was for this reason and I would not have purchased the car if they told me the brakes had issues to begin with.

  

  Business response

  11/28/2022

  *****,
  
  As you may know, every pre-owned vehicle that we sell here goes through a rigorous multi-point inspection before it is listed for sale. In fact, all of this information is disclosed on our website for all pre-owned vehicles.  Each vehicle has to be at certain specifications in order to pass a ******** Inspection. Your vehicles brake measurements were at 5mm in the front and rear of the vehicle at time of purchase and even at your most recent service. We dont start to recommend replacement until about 3mm or below. While we understand you may be frustrated, the vehicle you purchased was priced accordingly at the time of purchase and the brakes were more than sufficient to pass ******** Inspection. At this time, we decline to cover any additional services for the vehicle especially a wear and tear item after you have been driving the vehicle for year. We dont appreciate you posting poorly about our business when in this case, we have done nothing wrong. Supporting documentation is attached.

  Thank you

  Customer response

  11/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  If a rigorous inspection was done, how come I was never provided with the report at purchase? Which per your website, I should've been provided with one. I received a report about a month later and that was only because I got a recall on the vehicle. Per the report standards (it is clearly listed on the report), anything between 6-9mm remaining should be flagged as yellow and everything around 5mm and under should be flagged as red. This was flagged as green and never disclosed to at purchase nor when I got the recall fixed. It was not categorized accordingly per their own standards and legends. They also put the wrong mileage (Lower than what I purchased it at). It is not okay as a consumer to buy a car and to find out in less than a year that he/she has to change all four brakes. Had this been flagged accordingly, I would not have purchased the vehicle. This was sold to me with bad brakes and the business should resolve this matter. Nowhere in the report do they list the 3mm that he is referring to. 

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  11/29/2022

  *****,

  We offer a 5 day money back guarantee / 30 day exchange policy for this reason. We offer this because we stand behind the vehicles that we sell here. If you were not satisfied with the purchase, we could've have help find alternative options during this timeframe. Any related service history is advertised on our website, vehicles are priced according. If there was additional services needed in order for the vehicle to pass ******** inspection, it would have been completed and likely the price of the car would have been higher than what it was purchased for due to this but that was not the case. Since the purchase, it has been almost one year and the car has been driven ***** miles since the purchase. Brakes, both rotors and pads are a wear item and tend to wear differently based on how the vehicle is driven. Our obligation is to deliver a vehicle that will pass ******** inspection and we did exactly that.

  Customer response

  11/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

  Please refrain from calling me *****. That is not my name. 

  If you stand behind the cars and process that you have at the dealership then stand behind all of it. It clearly states on your website that all certified pre-owned cars go through a rigorous inspection to ensure that something like this does not occur and a copy of that inspection report is to be provided at purchase. I was not provided with an inspection report. The only thing I had to go off of was the salesperson who specifically told me "this car has no issues, the inspection report came clean and anything we found was fixed".

  I found cosmetic issues and at that time, I reached out to the salesperson to request another car because I was a bit surprised that it wasn't caught during inspection. He mentioned that it may have been an oversight and instead of getting another car, the dealership would fix the cosmetic issues. My car was at the dealership for about a month after purchase.

  In March, I got an inspection report after a recall fix from your dealership. It clearly states on there that there that the brakes has 5mm remaining. In November, I got an oil change from a different Audi dealership and it clearly states on there that I still have 5mm remaining in my brakes. The only difference between the two dealership reports is that the latter flagged it correctly as red per the legend which is reflected in both reports. Your dealership misclassified it and put it as green, not respecting the guidelines stated on the report. So your answer is not acceptable. I was sold the car with bad brakes and it is material information that was NOT disclosed to me at purchase. Also, I spoke with the mechanics at the other Audi dealership and 5k in mileage does NOT bring brakes from acceptable to an unacceptable level. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

*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. ↩