Complaints

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/25/2023 I purchased a 2015 Audi Q5 from the dealership which had a cracked rear tail light. The dealership said in writing they would provide a "New tail light". Since then, they have provided two tail lights which were both improper. Both have improper designs and they both allow moisture inside which can cause electrical issues. Over the phone, today 07/21/2023, ***** at *** called me an "a-hole" which is VERY inappropriate, and he also said he would not buy a brand new $800 tail light from Audi because that's "ridiculous" and instead he would find a used one. In my "We Owe" document signed by the dealership, it says "New tail light to be shipped to the customer". This document was signed by both myself and ***** at ***. Now he says he won't buy a new one which goes against the agreement.

  Business response

  07/27/2023

  Dear ****,
  
  I hope this message finds you well. I am writing in response to your recent complaint regarding the replacement taillights provided by our dealership. Firstly, I would like to apologize for any inconvenience or frustration you may have experienced during this process.
  Our primary goal is to ensure customer satisfaction, and we take every concern seriously. We understand that receiving the correct replacement parts is essential for the proper functioning of your vehicle and your peace of mind.
  Upon investigating the matter thoroughly, I can confirm that we provided all the replacement taillights as per the agreement. However, it is clear that the parts supplied were not sufficient to meet your expectations or needs, and for that, I apologize. Your satisfaction is of utmost importance to us, and we want to make things right.
  Please know that we value your business and appreciate your loyalty to our dealership. Our sales staff is here to assist you and will address your concerns with professionalism and respect. We kindly request that all communication be carried out in a civil and constructive manner to ensure we can focus on resolving the matter together. The lines of communication were severed when you started yelling at the sales staff which was trying to help you.
  Once again, I apologize for any inconvenience you have faced, and I assure you that we are taking the necessary steps to make things right. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction, without having to submit a formal BBB complaint.
  If you have any immediate concerns or questions, please feel free to contact me directly at ************************************** and we will continue to try to resolve your situation,
  
  Best regards,
  
  ***************;         
  Business owner
  ******* Auto Group LLC
  *************
  **************************************
  
  
  
  

  Customer response

  07/27/2023

   
  Complaint: 20359100
  
  I am rejecting this response because:

  There have been two tail lights supplied to me, neither of them were the proper Audi tail light. One did not work because of an improper electrical connection, and the other (currently on the vehicle) has mismatched color output (yellow blinker is supposed to be red). After telling **** about this issue (sorry for improper spelling before) but he said he would not buy a new tail light from Audi.

  Per the purchase agreement a new tail light from Audi with the proper color and electrical connection should be supplied by the business. I wouldnt have purchased the vehicle otherwise because its a $30,000 used car, it should have the proper pieces.

  
  Sincerely,
  
  *********************

  Business response

  08/04/2023

  A new tail light will be shipped to you please allow reasonable timeframe for this to be shipped

  Customer response

  08/15/2023

  I have not received the tail light so the complaint should not be closed please.

  Business response

  08/21/2023

  We are working to provide you with a replacement that is adequate

  Customer response

  08/25/2023

   
  Complaint: 20359100
  
  I am rejecting this response because:

  This complaint must be closed when the problem is solved (when the proper tail light is on my vehicle) and not when I have accepted the dealerships message regarding their efforts. By accepting the business response I would be agreeing that I do not need the BBBs help with this case any longer, and that isnt accurate.

  
  Sincerely,
  
  *********************

*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. ↩