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:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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’m filing a complaint against Audi Canada (*** ***** ****** ***** ***** *******) due to poor service and ongoing issues with a brand-new 2025 Audi Q5 I picked up on May 12, 2025.
  
  On July 16, the air conditioning in the car completely stopped working—just two months after purchase, and during a heatwave. I called the dealership on July 17, and instead of offering an appointment, I was told to come in that same day for a “quick check and possibly a quick fix.” Based on that, I skipped work to bring the car in.
  
  Once I got there, I was told there’s no such thing as a quick fix when it comes to A/C problems and that I’d have to come back for a full diagnostic. That was frustrating and a complete waste of my time—if they knew that upfront, they should’ve just booked me a proper appointment in the first place.
  
  The next available appointment with a loaner car was July 24, which wasn’t ideal, but we agreed to it. On that day, my husband brought the car in early in the morning, only to be told that no loaner was actually available. He waited over an hour for a shuttle and ended up being late for work. I had to **** to mine. Eventually, we did get a loaner, but that whole process was chaotic and poorly managed.
  
  Worse, it’s now been over 10 days, and the dealership still hasn’t fixed the issue. They confirmed the evaporator is faulty, which is a major issue for a new car. I’ve emailed Audi Canada three times since July 25, and I’ve received no response. In the meantime, I’m paying for a premium vehicle while driving a basic loaner with limited features.
  
  Given the quality issues and the lack of proper communication or service, I’m requesting a buyback or exchange of the vehicle.

  Customer Answer

  Date: 02/09/2025

  
  
  Better Business Bureau:
  
  
  
  Thanks for reaching out with updates, and yes the company had contacted me and the matter has resolved, thank you.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/07/2025

  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.

  Hello I purchased a vehicle from ********* **** in madoc ontario 2 years ago it was a 2013 vw passat tdi highline I paid 14000 for it and have had def related over heating issues with it since and just now I've found out that this vehicle was part of vw diesel gate scandal where they manufactured vehicles not fit for the road and still sold them to the public and continue to sell them to the public so my issue is that when talking to the vw dealership in Kingston on bath rd they refused to help and same with the vw dealership on belleville on north front street I find it unacceptable that companies can defraud canadians and get a slap on the wrist they intentionally sold a defective product for profit and are refusing to address the issue and they should be held liable I just want it fixed or some money to buy a new car that's stated in the diesel gate settlement cause if they're still being sold to me dealerships are selling vehicles "certified and safetied" that are actually unfit for the road because a vehicle motor exploding from overheating especially on a major highway is putting people lives at risk all over so vw could gain a profit which was definitely far more than what they paid back I blown a motor in a vehicle before and it's unpredictable I'd like to add that I've owned vw vehicles for 15 years now and loved them till now I'd still get a mk4 jetta pr mk4 any vehicle because they made a product that wasn't a scam then

• Initial Complaint

  Date:11/07/2025

  Type:Service or Repair 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.

  Dear Audi Canada,
  
  I’m writing to formally request reimbursement for out-of-pocket expenses related to a fuel system issue that was later identified in your February recall notice.
  
  In 2022, I brought my Audi to an authorized dealership due to a dangerous gasoline leak. I suspected the charcoal canister was the issue, but the dealership replaced the fuel tank instead. This did not resolve the problem. During the month-long wait for the tank, I had to rent a car and lost income from missed work. To resolve the issue, I ultimately purchased and replaced the charcoal canister myself—this immediately fixed the leak.
  
  At the time, my vehicle was still under extended warranty, yet the repair wasn’t covered. Despite raising this with the dealership manager, no support was offered.
  
  When I received the official recall this year—describing the exact issue I had experienced—I submitted all relevant invoices, including third-party parts and service, per the instructions. After six months with no update, I contacted Audi in July and was told my claim was denied because the repair wasn't done at a dealership. This requirement was not mentioned in the recall notice.
  
  Audi’s initial misdiagnosis caused unnecessary delays, expenses, and safety risk. I acted in good faith, and the recall clearly stated reimbursement for prior repairs. Denying the claim based on undisclosed conditions is both unfair and misleading.
  
  I respectfully request full reimbursement for the submitted expenses, including parts, labor, and rental costs.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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.

  brought my volkwagen 2014 to the dealer to get them to check rust on the body and they did the evaluation and it came back that they are only doing half of the body work the volkwagen body is guarantied for 12 years the reason that they gave me is that the windshield was changed by an auto glass professional and they might have touched the pillars around the windshield so they do not want to fix it. The rust on the vehicule is aii the same the paint is full of bubbles so when the bubbles break all you see is rust. the evaluation was done at aquin volkwagen in Rouyn Noranda Quebec where I bought the vehicule. they have all the pictures and the information .

• Initial Complaint

  Date:28/05/2025

  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.

  Hello I am refilling with information from with the information from section 26 for the consumer protection act
  
  Previous file with the bbb ********
  
  TBS - ****************

• Initial Complaint

  Date:07/05/2025

  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 bought an ID4 2022 and received my car December 2022. The car drives great, however within 3 months of driving, I started having problems with my sensors. They would just go off at random times. On sunny days, i get notifications to clean my sensors... my radio started disconnecting . when I mentioned it to the dealership, I was told there are no problems with the car. In the past year, my car starting making a very loud noise when I go from park to drive. It makes a very loud noises and jumps forward, once again the dealership dismissed me. I sent them a video proof of the sound and was told to bring my car for a repair. Once the repair was done, the sound and push of the car were still there, but this time i was told there are no issue with the car and once again I was dismissed. I have windows that open when you try to close them. I have faulty radio system and faulty breaks. Yet the theory is if they cannot reproduce the problem in the garage, they cannot repair it. This has been the most frustrating car I've ever had. Never again

• Initial Complaint

  Date:26/03/2025

  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.

  Feb 6 2025. Based on receiving a Campaign Reimbursement Request Form from Volkswagen Canada indicating VW would reimburse 'out of pocket expenses' for their 20UF Recall Jet Suction Pump, rather than drive an hour to and from Barrie VW, I had the work done locally at ***** **** for $319.23. When I submitted the required paperwork VW said they would reimburse $0, as I did not include an invoice showing ***** **** had bought the part from VW despite it not being on the VW form. I was pleasantly surprised when ***** **** gave me the $68.61 invoice which I submitted. I was shocked to receive a $68.61 refund which included $0 for labour. I called Barrie VW to find the cost of a Jet Suction Pump replacement not under Recall. I was told Parts plus 1.5 hours labour @ $159.99 plus HST. Doing the math it was cheaper at ***** so VW should have no issue. ******* ** ***** ******* ********* **** **** ** ******** ****** *** ******** ***** **** ***** ****** ** **** *** *** *** ******** ******* The VW Campaign Form plainly states VW will reimburse 'out of pocket expenses'. ******* ** *** ** ******** ****** *** ** *** *** ******** ****** ** *** ********* ***** ******* ****. I want my $250.62 missing refund. I have written multiple emails to VW & requested Management Intervention which has been ignored. My internal policy is to get paid when a vendor offers reimbursement in writing. I would like your help in obtaining this refund.

• Initial Complaint

  Date:25/03/2025

  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.

  - Purchased vehicle new June 14 2024.
  - MMI (essentially the brain of the vehicle) works sporadically. Cannot access all functions at all times.
  - Vehicle has been in service 4 times for same issue.
  - Issue reproduced in-house by service technicians.
  - Service tickets were sent, safety issue noted. Audi Canada disregarded saying that since I can pullover, it is not safety related.
  - Audi Canada does not have a solution, but are aware there is a software problem.
  - I contacted Audi Canada to ask about this issue. They told me to simply wait. When I asked about a potential issue (since I can’t check my oil levels when the MMI doesn’t work, if my engine runs hot and needs to be replaced, who is responsible for cost of replacement?), I was brushed off (told to simply wait until they have a solution).
  - Found technical service bulletin (TSB) (February 2025 – dated from October 2024), which I sent to Audi Canada during our e-mail exchanges as well as to my service advisor, GM and service manager at my local dealership, but dismissed as it is from Audi of America (I learned this via my service advisor).
  - Spoke with service advisor March 19, he sent new TSB which indicates there is no set date for fix and that I am to simply wait (but expected to be available from the middle of the second quarter of 2025). However, when I send the TSB I found in Feb 2025, I was informed that a fix would come by the end of first quarter.
  - My dealership is working with me, as they have never experienced this and want it resolved.
  - Audi Canada has offered e $750 to use at any dealership for my inconvenience, however this does not resolve my issues.

• Initial Complaint

  Date:09/10/2024

  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 leased a 2024 Audi Q8 e-tron. On August 11, my husband was driving on Hwy407 in the rain with Drive Assist activated. Our two kids and I were in the car when it experienced a severe malfunction. As the heavy rain began to subside, the steering wheel suddenly started oscillating wildly without warning. Due to the excess water on the road, the car couldn’t recognize the lanes and kept switching directions, even though my husband was driving straight. Despite his efforts to stabilize the wheel and regain control, the car continued to swerve unpredictably between lanes. It ultimately did a U-turn on Highway 407 and we collided with the center concrete barrier.
  Our kids, who have special needs, are still dealing with the aftermath of the accident. They are extremely nervous on highways to the point that my older son’s Drive Assist keeps prompting him to take a deep breath while in the car.
  Despite our numerous attempts to address this issue with Audi, including providing them with the police report that corroborates our account, we have been met with disregard.
  As loyal Audi customers, we feel betrayed by the lack of responsibility Audi Canada has taken for their faulty vehicle. My husband, has over 25 years of driving experience in Canada without a single accident or traffic ticket. The fact that no other car or external conditions were involved in this accident further underscores that the incident was caused by the Q8’s malfunction.
  Audi Thornhill explained that the car only logs certain data and that the Drive Assist/Lane Control Assist is not perfected yet. However, there is no way for us to prove the cause of the accident since only Audi has access to the logged information. After two months of fruitless communication with Audi, I am reaching out to the BBB to encourage Audi to stand behind its vehicles. Audi Q8 e-tron is being discontinued next year, yet many remain on the roads, posing a danger to innocent lives.

  Customer Answer

  Date: 30/10/2024

  We are seeking compensation from Audi for the following reasons:
  Increased Insurance Premiums: As we were deemed at fault for the accident, our insurance premiums will increased for the next 7 years.
  Luxury Tax, Freight, and PDI Payments: We paid these fees for a vehicle we could only use for a few months, and had to pay them again for a new car within the same year.
  Unutilized Services: We paid for warranty, maintenance, and insurance services from Audi that we were unable to use. Both *** and ************* refund these costs if a car is written off, but Audi has refused to do so.
  Misrepresentation of Insurance Payment: The $550 insurance payment was presented as GAP insurance, but it only provided a $5,000 credit toward a new Audi, effectively binding us to Audi regardless of the service received.
  Time Spent on Unproductive Communication: We have spent considerable time communicating with the dealership and Audi without resolution.
  Deposit Deduction: Despite the car being written off, Audi deducted $110 from our deposit for an additional 200km on the car. This seems like an attempt to exploit every loophole to charge customers more.
  
  Additionally, the accident has caused significant mental stress for our children, which may have lasting effects.
  Despite providing solid evidence, including the police report, Audi continues to suggest that the accident was our fault and that we had control of the car. They have no logical explanation for why a car driving in low traffic on the highway would do a 360-degree turn. Audi has refused to share any technical data, reports, or logs, only sending a simple, dismissive email stating there was nothing wrong with the car. 
  Our total compensation expectation is CAD $36,000.
  We also request that this information be made public. My ****** review has been repeatedly removed and hidden from public view.
  Thank you for your support, 
  
  Regards, 
  ***** *****

• Initial Complaint

  Date:13/08/2024

  Type:Customer Service 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 own a 2016 VW GTI currently with 89K km on it, purchased new and very well maintained since new at my local VW dealership. The suction jet pump inside the fuel tank has failed on my car on March 8, 2024 at 86.5K km. While a new safety recall was just announced on Feb 22, 2024, the suction jet pump was under a previous warranty extension (I had to wait for the part to fail in order to be replaced). Being aware of the potential risks due to this part failure and its failure symptoms, I stopped driving the car and immediately and called the VW dealership for a service appointment. On March 13/14, 2024 I had the fuel tank replaced under the extended warranty, but the dealer informed me that the consequential damage to the charcoal canister (found full of fuel as noted on the service invoice) is not covered by the warranty and I have to pay for the repair out of pocket ($1,840.68) and potentially contact VW Canada for reimbursement.
  I opened the first case on March 15, 2024 and the claim was bluntly rejected on April 12, 2024 without explanation. I requested to speak to the person in charge for the decision, but my request was abruptly denied by the VW Customer Care representative.
  After receiving the safety recall letter (recall # ***** for the very same part on late April, 2024, which very much acknowledges the consequential damage to the charcoal canister, I opened a second case in June 2024. I provided all requested documentation, the VW dealership (re)confirmed the consequential damage to the charcoal canister yet my claim was again rejected in July 2024 without any pertinent explanation. When I asked for the opportunity to discuss the matter with a person of authority at VW Canada Customer Care, my request was merely ignored under the pretext that the decision is final and the case is closed.
  Aside of the monetary aspect of the entire situation, the lack of customer care exhibited by VW Canada Customer Care (?!) is utterly disappointing.

  Business Response

  Date: 19/09/2024

  Thank you for allowing Volkswagen Canada an opportunity to respond. 

  We are sorry for the delay. VW Canada is aware of this case. Extended warranties are in place to address a concern when it arises, the customer was seeking reimbursement for the EVAP Canister which is not part of the extended warranty. 

   

  Thank you, 

  VW Canada Customer Relations. 

   

   

  Customer Answer

  Date: 27/09/2024

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

  The response ignores the fact that I opened a second case, AFTER a Safety Recall has been issued for the same part. The very reason  for the safety recall is that if the suction jet pump fails, the EVAP canister will be flooded with gas which could drip on the ground and other hot parts of the car (e.g. nearby exhaust pipe) and potentially ignite causing a fire. If the charcoal canister gets flooded with gas as a result of the suction jet pump failure, which in my case it did, it's permanently damaged and this is virtually unavoidable and VW Canada knows it very well.  So basically, VW Canada refuses to accept responsibility for the CONSEQENTIAL  DAMAGE to my vehicle due to the failed part, now subject to a Safety Recall . More so, VW Canada refused to provide any pertinent explanation on their decision and simply stopped responding to my emails.

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

  Business Response

  Date: 09/10/2024

  Thank you for allowing Volkswagen Canada another opportunity to respond. 

  We will reiterate our previous decision.  Extended warranties are in place to address a concern when it arises, the customer was seeking reimbursement for the EVAP Canister which is not part of the extended warranty. 

  Thank you,

  VW Canada Customer relations