Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep calling no one is answering. I just received a bill. No one has explained if car was fixed or not.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from this location. On the day of purchase, there was an issue with the vehicle. I took it to a service provider to have the issue looked at was informed that the issue is to be covered under my powertrain warranty I received from R&R. R&R refuses to repair the vehicle under warranty.

  Business Response

  Date: 05/29/2024

  I am very much concerned and disappointed to read this complaint, as I take great pride in operating a business that is known for providing a high level of service and value for our customers. I've been operating/managing/responsible for this business since 1999 and we have had nearly zero of these type of complaints in that time.  We DO stand behind the products and services performed at the dealership and strive to remedy any situation that is presented to us by a customer in a reasonable manner.  That said, there are several issues with the complaint filed by *****************.  While he is correct there is a 90 day/3,000-mile (whichever comes first) coverage on the car he purchased this is limited to the powertrain components (internal, mechanical items on the engine and driveline components), not the electronic or emission items as these are susceptible to failure without any warning and any amount of prior reconditing to the car cannot negate this possibility.  It is for this reason that we offer clients a more comprehensive service contract at a reasonable price, one that is tailor made to the customer's ownership and driving needs.  We did, and ****************** declined.  In his complaint he states that the item failed on the way home.  I find this difficult to believe, as 15 days and 674 miles after purchase he took the car, at our direction (and cost) to an Audi dealership to for an additional key and programming. We only had one at time of purchase and, although not required with a pre-owned vehicle, agreed to pay for another with programming at a factory authorized Audi dealership for a total cost $705.19 (See attached). While at the Audi dealership a Multi-Point Vehicle Inspection was performed on the car (common practice at new car dealerships, we do the same) in which a technician diagnoses the vehicle for any flaws - nothing appears to be wrong (also attached).  If a dealer is having no issue charging $700+ for a key and programming, Id speculate if another issue was found, it would've been noted.  This was not the case.  I am reasonable and want to do right by our clients, but I cannot be held responsible for an item that's not covered by a limited warranty failing when the customer declines any additional protection on a pre-owned vehicle purchased for a below market price that we already paid for a $700 goodwill repair.  I feel we have held up our end of the purchase agreement.  I available to discuss further anytime, my direct # is ************ or email ******************.  Thank you for taking the time to review and I appreciate what your organization does.

  *********************

  Business Response

  Date: 05/29/2024

  See attached

  Business Response

  Date: 05/29/2024

  See attached

  Customer Answer

  Date: 05/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21622247
  
  I am rejecting this response because:
  The attached invoice is for a replacement key that was part of the sale contract and NOT the repairs that need to be made that fall under the powertrain warranty.
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/31/2024

  I am aware that the invoice was for a key, not the issue which prompted the complaint.  What is pertinent to the complaint is the Multi Point Vehicle Inspection that was performed by the Audi dealer at the same time as the new key was added and programmed (I did attach this and will again with this response) which does NOT show any additional faults/codes.  The date of the repair @ Audi was 2 weeks after he bought the car, I would expect the fault would've shown then (considering he states the car failed the day after purchase) and be noted on the repair order and certainly the ***** especially if an indicator light was on (his claim). If this is the case, it would've been prompted by a "fail code" in the vehicles electronics (NOT powertrain) system and, again, noted on the **** or repair order.  It was not.  Also, fuel systems (which are electronically controlled) are NOT covered by vehicle powertrain coverage, which is limited to internal, mechanical, lubricated parts on the engine, transmission, and drive line components.  **** systems are coved by electronics and/or emissions plans.  The customer declined these coverages (see attached).