Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Bought a used Audi2018 from this dealer, the owner John. We paid $21,000 on the car that we were told is certified,no issues. We paid another $2000 for brakes and tires he said he didThe car from day 1 when we test drove it had break red light. We tested another car there and same issue. we trusted the owner when he said that he is fixing everything and went the second day and paid him for this purchase. My husband told him the car is making a loud noise and he said is the turbo power ( now we know is muffler). We trusted. After 2 days engine light came on. Also we had to change oil, paid $300. Called him, sent him pictures, took the car after 20 days his mechanic said that car has a lot of red lights on and he just reset it. No fixing. No testing. This was back in November, less than 30 days after we purchased car. We trusted them again. A few days later went to ******’ ****** and while waiting to buy a coffee the car turned off on me with my two little kids in the car (2 and 4). Texted him again proof. Then we got upset and took it to Audi dealer for an inspection and they gave us a list with issues that would cost us over $5000 to fix . Plus a few days later we noticed the muffler is bad That will cost us over $2000. Took it back to him Dec 13 he said to bring it back Dec 17 that he will take care of the issues. Did that and left it there. Dec 18 we had to text him if we can pick up car he said yes, we drove 70 miles to pick up only to find out he only took care of 1 issue from list , said he wants us to fix the muffler and pay. And after not even 10 minutes of leaving his shop the engine light is back on,see pic. Have videos and pictures of all. Contacted him and he said he is not fixing anything else. So basically he wants us to put over $4000 in this car still. He sold us a car with issues. Got title after 50 days. Very unfair business handling and tried to trick us. Requesting $4000 refund or him to fix everything with proof. Or we return car for full refund

  Business response

  12/30/2024

  To Whom it may concern,

  Ms ******* and husband Purchased the Audi above with a 30 day/ 1000-mile (whichever comes first) powertrain warranty which is a lubricated parts only warranty. attached are the Ro's for the work performed. Brakes and tires replaced are listed on the repair Order attached. on 12/18/2024 after warranty expired Mr ******* had a non-covered repair concern that he visited a Audi dealer with a list of possible mechanical issues. We diagnosed and fixed the list of issues with no charge even though the warranty clearly stated non coverage. As far as the muffler concern please see the Repair order that states that it was damaged by a foreign object which would be a insurance claim. Ms *******'s husband agreed that he will pay for this repair himself do to the fact we were covering his requested repair from Audi.  We stand by our vehicles and do the correct thing for the customer. the cost on RO that BCAG paid was in the amount of $3023.65. Again, no charge to customer even thought his was not covered by the warranty and it expired. I emphatically recommended the purchase of an extended warranty coverage do to the fact this was a higher milage German made vehicle which are prone to expensive concerns that come up during ownership. They declined the coverage multiple times. Stating that he " had Audi type mechanics he knew that will cover such instances" We have gone above and beyond on this purchase! I may suggest again coverage on an extended warranty company of their choice to cover any further instances they may have! End result they negotiated a deal with limited warranty coverage that they were fully aware of and declined any additional coverage! We still covered her concerns from Audi and tried to do the right thing! 

  Customer response

  01/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  Respectfully, I am rejecting the business owner's response because what he does is not a fair business practice, all can be supported by the google reviews he has from other customers as well that have similar issues as us. This is not only happening to us, and everything he is stating is on paper, he can add what he wants but the proof it in the 3 different mechanics including **** Audi itself that have noted all the many issues this car has and which he refused to fix. He did not fix everything on Audi **** list, he picked and chose what he wanted to fix, that is why minutes after we left his shop the engine light is back on. And that is not because of the muffler that he is mentioning. Please see report from Dec 19, 2024 a day after we left his shop, the paperwork from auto zone states what is still wrong with car, so no he did not fix everything as he is mentioning in his response to my BBB. The pump is still not fixed. See report from the mechanic dated Dec 19, 2024. Also, please see pictures with car engine light coming on on December 18,2024 ( car was in his shop since December 17,2024) a few minutes after we left his shop and text in which he says he is not fixing anything else. 
  
  Back story : As mentioned in my previous complaint, we have visited the car dealership / repair shop at Bergen County auto group way before the 30 days warranty he gave us was over, regarding issues car was having and what their mechanic did is just reset all the lights. We left dealership lights would come back on in a few hours. (please see messages I attached sent to the owner with pictures, I have more which I will email directly to BBB as the site does not allow me to attach everything). They are 70 miles one way drive from us.  My husband went here 2 times before 30 days expired, and they just reset all the lights. They did not fix the issues only so that the 30 days pass and for him to talk about us not purchasing warranty ( you could see that is what he talks about in his messages) I am attaching text proofs of me constantly sending all the car lights that were coming on, Before the 30 days have passed. It seemed all he talks about is the 30 days warranty, the issue here is he did not repair what he said he did and within the 30 days when we took car there, he did not care, knowing the 30 days will pass and then talk about the warranty like he does in this reply. We trusted we are buying a good car and he is fixing everything, while we were not, he sold us a car with many issues, and he knew it. That is why he keeps insisting on the warranty (please check his Google reviews from other clients with similar issues). That is why all issues he said he fixed he did not. And no, he did not fix what Audi list had, the day I took it from his parking lot, a few minutes after the engine light came on and I texted him (please see text message attached) I will attach all proof. Also we took the car the next morning to auto zone and I will attach all the issues the car still had, even though, as he says he fixed, he never did. Also the break pads and tires he said he fixed for which we paid extra for Oct 17, 2024, are still on the list of items wrong with the car. I am attaching all the proof, all the text messages with him before 30 days expired and after and also his message where he says He IS NOT FIXING anything. I appreciate your help in forwarding my reply. This dealer is unfair to people and it is not ok to sell a car that has issues just for them to be constantly back in his shop and pay for his warranty. We told him we have small children, I want a safe car and all he gave us is a car I cannot use as I do not have the funds to fix it. We worked hard to save the money to purchase it, to pay him extra to fix everything he said he did (which Audi paperwork and auto zone paperwork shows he did not) for him to just take advantage of us. It’s unfair. He sold us a car with issues and he insists on a warranty because he knew that. He just reset all lights every time we went in before the 30 days passed because he knew we trusted him and we didn’t get warranty and now he will make extra money on us. Very unfair business practice. We did what we were supposed to do, but him, he just took advantage of our kindness and trust. 
  please see attached Audi mechanic paperwork listing items with issues that need to be fixed , auto zone mechanic paperwork listing items needed to be fixed  and auto zone mechanic  paperwork again after he said he fixed everything ( he says he just didn’t fix the muffler which my husband told him the noise was there the day we purchased the car and he told my husband oh no, it’s just a turbo car, so even the muffler was mentioned before 30 days expired but he REFUSES to fix) I will post a picture of the muffler too, so you can see what kind of car he sold us, how the muffler looked also auto zone paperwork after he said he fixed issues ( which he did not ) also pictures of my texts to him ( texts that he told my husband I never messaged him) also pictures of how the error messages are always on the screen. Engine light, brake lights, oil light, not even oil he changed we had to go change it a few days after purchase.
  please, I ask you to review everything as it is unfair the kind of business he does! He should not be allowed to do this to other people. People work hard for their money and put their trust in a place and this is what happens to them. This is not ok, and I hope that this will help other people think twice before going there.

  once again, the Google reviews from other people also speak for themselves. 

  I am still requesting a refund for amount I listed or for him to fix all the issues car has with proof and warranty or for him to refund us entire money we paid on the car and take his car back! It’s not our fault he got a bad car in auction! He should fix it before he sells. He has to be accountable as this is not ok. We are all hard-working people, his bad practice should not be allowed! 

  Pictures attached and I am also emailing BBB separate more pictures that I did not have room to attach here. 

  thank you for your review. 
  

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

  Business response

  01/24/2025

  This will be the second time I have responded to the Dispute initiated by our mutual customer regarding the Audi Q7, VIN # ***************** ,Automobile which was purchased from our Facility 10/17/2024. Please note that the Disputed Transaction Processing Date was also on 10/17/2024. As previously advised by the Authorized Transaction  Tra I have also attached the associated documentation of the Sales Order which was Paid for and Signed by Mrs ******* our mutual valued customer.
     This Dispute is not Valid due to the fact that the amount of $2995.00 was SOLELY for the purchase of the aforementioned Vehicle. The $2995.00 was the COD Balance (cost on delivery) of SOLELY for the actual purchase of the Vehicle when the customer was physically here at our location when the Payment was accepted.
    It should also be recognized that Mrs ******* was physically here with her husband on 10-17-24 for approximately 3 Hours taking delivery of the Vehicle. Mrs and Mrs. *******  both physically here at our location. To further collaborate my Description of events, the *******'s  arrived at our Dealership at approximately 3:03 PM on 10/17//2024. It was not until the Vehicle was thoroughly inspected, and again Test Driven by the *******, that the Transaction was processed until 5:23 PM. 
     Once again the Transaction amount of $2995.00 was SOLELY appropriated for the Vehicle Purchase Price. There were no Fees Charged to the *******'s other than the actual Purchase Price of the Vehicle. The alleged reasoning for the Validity of the Dispute is absolutely Baseless and potentially fraudulent and our Company Attorney has been notified accordingly.
   Unfortunately this dispute  appears to be the consumer's attempt to try and disregard her financial obligation of paying her Credit Card Charges. 
   I have ONCE AGAIN attached all relevant documentation which I feel is adequate to complete your Investigation of this really very simple matter. Please note that the Vehicle Buyers Order makes absolutely no mention of any promised repairs or services. The $2995.00 was SOLELY for the Balance of the Vehicle's Purchase Price as indicated by the attached Documentation.. If you require any further information or Documentation please feel free to contact me directly.
  This vehicle was purchased with a 30/1000 mile limited powertrain warranty that does not cover any of the described repairs. We repaired the vehicle in good will to help out he customer. There is nothing left we can do at this point. Please close this case!
  
  Yours Truly,
  John P.
  
  
  

  Customer response

  02/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: He said he fixed but still appear on the reports from audi & auto zone. John said he fixed everything on that invoice , before we purchased car, items we paid for, yet they all show as still being not done on Audi mechanic sheet and auto zone mechanic.
  
  
  
  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. ↩