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:02/10/2025

  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 am writing to formally raise a complaint regarding a serious issue with our recently purchased 2025 Audi Q5 Sportback, acquired from Audi Oakville on August 28th.
  
  Within two weeks of ownership, we began experiencing multiple warning messages upon vehicle startup. We contacted the dealership immediately and were informed that this is a known software-related issue. They advised that Audi Canada is currently developing a fix but could not provide a timeline. When we asked whether the vehicle is safe to drive, they verbally stated “we see no issues,” but declined to provide written confirmation.
  
  We also inquired about returning the vehicle, given that this issue was known prior to our purchase and not disclosed. The dealership stated they could not absorb the cost and directed us to contact Audi Canada.
  
  We have since reached out to your team and received confirmation that a software update is in development, but again, no timeline was provided.
  
  We are deeply concerned about the reliability and safety of the vehicle, and equally troubled by the lack of transparency and accountability in this process. Selling vehicles with known unresolved issues undermines customer trust and raises serious questions about product integrity.
  
  We respectfully request:
  1. A written statement confirming whether the vehicle is safe to operate.
  2. A clear timeline for the software update.
  3. Options for compensation, vehicle exchange or vehicle loaner, given the circumstances.
  4. Escalation of this issue to the appropriate department for resolution.

• Initial Complaint

  Date:11/09/2025

  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.

  Transaction Date: June 22, 2025
  Amount Paid: ~$64,500 CAD
  Business Committed to Provide: A new, undamaged 2024 VW ID.4 AWD Pro S.
  
  Nature of Dispute & Desired Resolution:
  
  My new 2024 VW ID.4 was delivered by Vancouver Volkswagen with a physically damaged (chipped) center console. I reported this immediately.
  
  The dealership's final offer is to perform a cosmetic "patch job," not a replacement. Their official reasoning is that a replacement is "not possible" and they are "concerned they would cause more damage than we're trying to fix." This is an unacceptable resolution for a defect present on a brand-new vehicle.
  
  When I contacted Volkswagen Canada for assistance, I was told they rely on the dealer's assessment, creating a loop where no one takes accountability for fixing the car to factory standards. The dealer is refusing a proper warranty repair, and VW Canada is deferring back to the dealer.
  
  A new vehicle should be delivered free of defects. A damaged part should be replaced under the new vehicle warranty, not patched. This issue was part of a very poor delivery experience that included a multi-week delay in receiving this unsatisfactory response.
  
  Desired Resolution: I am requesting that Volkswagen Canada intervene and authorize the full replacement of the damaged center console part under the new vehicle warranty, with the work to be performed at a certified VW dealership.

• 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 (REMOVED) 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 REMOVEDto 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,
  
  
  
  REMOVED

• 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 REMOVED 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 REMOVED
  
  TBS - REMOVED

• 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 REMOVEDfor $319.23. When I submitted the required paperwork VW said they would reimburse $0, as I did not include an invoice showing REMOVEDhad bought the part from VW despite it not being on the VW form. I was pleasantly surprised when REMOVEDgave 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 REMOVEDso VW should have no issue. REMOVED The VW Campaign Form plainly states VW will reimburse 'out of pocket expenses'. REMOVED. 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.