Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  17th of December I brought my 2024 Audi S5 to get my annual inspection and summer tires taken off and winters put on. I have had a bad experience with Audi Albany before where they broke my tire and tried to put it on me until I proved it was them. Because of this I filmed my car beforehand proving no damage then when I got it back it had an unrepairable bend in the wheel. After I proved to them that I brought it in damage free they offered to fix it for free. When they found out it was unfixable and would have to pay 1500 for a new wheel they then changed their tune claiming that the damage was all from me and they were not offering any help. They came up with many excuses as to why it was me which I have proof of all that they are not true. Also they took pictures beforehand and could not show me any damage before the work with their pictures. Also on the yearly inspection paper work where there is a spot to show damage they checked the box damage free. They had many chances to document and prove that there was damage to the car before the appointment and they did not, plus I have video of my car before entering with no damage. They also gave me my car saying I was good to drive it home, when I got to my car I did a walk around and thats when I discovered the damage. When I went back in and brought it to their attention they were surprised that there was damage again proving that there was no damage when I brought in. With the video proof and them at first agreeing it came in damage free and offering to pay for the repair to then realize they would have to buy a new wheel and denying everything is very unfair and I would like the monetary value of the wheel. Thanks.

  Business response

  01/06/2025

  Mr. **** visited our service department on 12/17/24. I reviewed video of the vehicle while it was inside our shop, on the car lift and in our parking lot. I am able to see the vehicle at all times while at the dealership. The car was not damaged while in our possession. Thank you,   Rik W******* General Manager Audi Albany

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I got an estimate for my Audi Q5 2014 weeks before at a total cost of $1,400, on 12-23-23 I dropped it off. I received a video link to my cell telling me other issues with my car, one being timing chain. Now the original job of the $1,400 for 6.5 hours tech charges $199 an hour. I was 8:30 am I dropped the car off and 9:54 am when I got the link to review the problems with my car. Now that's like 1.5 hours but the service mgr or service rep told me that the tech completed the work. This guy lied because I told him not to do the work and I would use the $1,400 and my warranty to cover the cost of the timing chain repair and other repairs which were two tires. So, if all the work was completed at the time of my call then 6.5 hours I should not be charged the full amount but only for 1.5 hours then I am owed $994.50 back towards the over all bill which ended up being $3,205

  Business response

  01/18/2024

  Thanks again for forwarding Mr. **********’s concerns. I was able to obtain a recording of the phone conversation between our service consultant and Mr. **********. At no time did we mention the work on Mr. **********’s vehicle was completed. We make clear to him during the call that the work was already in process. Similarly, our technician forwarded a video of Mr. **********’s vehicle, which I reviewed as well. We did not mention the requested work had been completed during the video. We charged Mr. ********** the quoted rate for the 115,000 mile service and included a 10% discount off parts and labor. Thank you,   Rik W******* General Manager Audi Albany

  Customer response

  01/21/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear be below.First and foremost I would love to hear that call because when I asked them not to do the and 115,000 mi tune up he said it couldn't it was already done, at no point did he say it was a work in progress. The time frame was about 2 hours later from the video and I said okay don't do the tune-up stuff just worry about the timing said all we can that's already been done. Listen you guys at Audi can respond and lie all you want to I know when I got the video that was about 2 hours later and I said don't do the repairs for the tune-up point blank.. if it was a work in progress then that work wasn't completed then the the service manager should have stopped it like I requested to stop that did not happen because you guys wanted the money. Now let's speak on the 10% discount that's any veteran I'm a veteran so don't act like you guys took a discount because there was a problem no you took the discount cuz you do it with every veteran so it was nothing special that the 10% came about that's just the cost of you guys doing business for veterans. Listen shame on you guys no matter what you write back sound like a politician you all know what happened if you listen to the call how about sending me the call, I hate to say I don't take your word for that one because I know I was there on the call. It's a parent that you all will not do the right thing and you all have to live with that I'm good with it because it doesn't change my character I was raised right.  Regards, ****** **********

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