ComplaintsforAudi San Diego

• Initial Complaint

  10/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm filing a complaint about the quality of service and maintenance on two 'certified used' Audi A3's vehicle(s) I purchased from Audi San Diego. I purchased my original 'certified used', 2016 Audi A3 from Audi San Diego on 2/10/2019. During my ownership of this vehicle, I had a history of inadequate service by Audi San Diego that led (I feel), to a premature failure of the engine at 56K miles on 9/29/20. (See attached invoice #1). Prior to this date I had brought to the attention of the service advisor that the **** light" was coming on periodically during times of acceleration of the car. On 9/7/19 I first informed the service advisor about the *** light, as well as the BRAKE LIGHTS STAYING ON, immediately after having a "multi-point" inspection of the vehicle on 9/6/19 at 35Kmiles (See attached invoice #2-3). I noticed the brake light issue on my drive home from Audi San Diego after picking the vehicle up from the service center on 9/6/19. On the trip home I had several vehicles nearly rear-end my vehicle since the brake lights staying on permanently on, regardless of whether or not the brake petal was pressed. There was no issue with the brake lights prior to the 35K service inspection. I brought the vehicle back the very next day, and I was initially told that my aftermarket dashcam I had installed on the vehicle was interfering with the brake light electronics. Given the fact that I'm an Electrical Engineer, (MS in EE), and I have many years of experience with basic car repair, I found this statement very hard to believe. Ultimately it was discovered that the connector to the brake light switch, (located in the driver's side footwell), had "somehow" came disconnected and was the source of the faulty brake lights. (See invoice #2). I mentioned to the service manager that this was a very dangerous situation and a "gross oversight" in the vehicle inspection that was performed on 9/16/19, considering a multi-point inspection was done on this date.

  

  Business response

  10/09/2023

  We were able to locate Mr. ******** file and can confirm that he had purchased a 2016 A3 with us in 2019. It appears that in 2020 this vehicle was requiring a new engine to be installed however was declined for coverage due to the vehicle being tuned with aftermarket *********** approved engine modifications made to it. From the records It shows that this vehicle had been traded in, and **************** then purchased a 2017 A3 Certified pre-owned vehicle with us. Since this purchase, it appears (according to Carfax reporting) that **************** performs his vehicle maintenance at an independent facility ********************. I am reporting only one visit for this vehicle since purchase,where he had brought it in for maintenance and stated oil leak concern. This concern was found to be from an oil pan gasket and the repair was performed and covered under his certified pre-owned extended warranty.  **************** had reached out expressing his dissatisfaction for this failure and requested to know the details of the failure, which we provided to him. Unfortunately after the sale of the a vehicle dealership cannot predict any future faults failure or damage that *** occur post vehicle sale. However, we can perform repairs on failures that *** occur and also can submit an claims on his behalf during the coverage period.
  
  We were not informed of Mr. ******** stated light concern after the service and do not see any diagnosis or outreached that occurred.Unfortunately, the dealership or Audi the manufacture cannot take responsibility for any aftermarket equipment installed on the vehicle.Aftermarket add or additions *** effect it other systems or operations of the vehicles programs and functions and are not recommended. Audi San Diego takes pride in the work they perform and we would gladly service and uphold his certified pre-owned warranty (pending no performance modifications are made to)during his vehicle ownership. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On jan31 of 2020,, I bought an **** a3 from **** of San Diego on that day I purchased a service plan ( **** care ) 60 months / ***** miles,,along with an extended warranty Since that time Ive been going in for scheduled maintenance ,, all covered under **** care service plan I went in yesterday for my cars annual service ,, the service writer informed me that my plan has expired Ive only had the car for 3 years and have put ***** miles on it I informed ( ***** ) the service rep that I had purchased what I thought was a 4 year plan (( after looking at the contract again its 5 ) and that I should be covered . ***** informed me again my plan had expired and his hands were tied . I bought the car and warranty / service plans in good faith that they would be honored for the duration .Im looking for help Thank you *****

  

  Business response

  02/17/2023

  ****************** purchased a used vehicle at Audi San Diego on 1/31/2020. At this time he purchased a service maintenance contract during the vehicle purchase processes. ****************** was provided a USB thumb drive with all of the documents that he reviewed and signed during the contract signing of that vehicle purchase process. The maintenance contract he purchased was to include the 20,30,40,50 mileage maintenance intervals for his vehicle. The contract does however come with a mileage or time expiration date that is documented in the contents of the maintenance package contract. ****************** stated he does remember signing the contract and disclosed not reading the fine print of the contact at time of signing. ****************** had said that he remembered being verbally told by an employee that he was not informed that the expiration date was from the original in service date of the first owner. This fine print is included in maintenance contract, however ****************** stated this wasnt reviewed in detail at time of signing.
  
  Audi San Diego, printed his contract documents and reviewed the contract expiration terms with him. Customer advised he was still dissatisfied with not being told verbally at time of contracting that the expiration terms were from the date of first use, not the date of him contracting his purchase.As a one-time gesture of goodwill and in the interest of customer *********************************** offered in good faith to absorb the cost of the 40k service along with providing ****************** a refund of 60% of his original contract purchase price.
  
  Audi San Diego strives to ensure the customer experience at each and every interaction to the best of our ability. ****************** has been made whole above and beyond to ensure ultimate customer satisfaction has been achieved. We truly hope to retain ****************** as one of our customers for now and years to come.
  
  Audi San Diego

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a car from Audi dealer San Diego The car was listed in carfax.Here is the issues we are having with vehicle before 100 miles after we bought it. This is a copy of a letter the I sent Audi San Diego to find a resolution .Hello Audi.This is about a purchased car from you.Serial#********************** Land Rover Discovery.Car was purchased on:July 27.This issues started before 100 miles after we bought the car.The car has breaking issues and it's a safety hazard to drive.You told us that you will take care of the car brake issues,and you asked us to take it to you dealer for repair. We took it to Audi dealer as you requested Audi report said car is normal noise but we keep having braking problems. We asked you (Audi) if we can take it to Land Rover dealer and you said it was ok to tell the Audi San Diego sent us. Land Rover diagnostic report contradicts yours,the brakes failed on all 4 wheels repair will cost $2562.24 to repair when I brought you the report you told

  Customer response

  07/19/2021

  Company name:     Audi San Diego

  
  Address : 

  9010 Miramar RoadSan Diego,CA92126

  Phone #

  Sales: ************
  Service: ************

   

  Email: Sales Manager

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

   

  

  Business response

  12/22/2021

  Multiple attempts were made to contact the customer, beginning with 8/17/21.  On 8/17/21 our service department spoke with someone at the phone number on file and she stated that she wasn't the client.  She advised to reach out to the customer the following morning.  We attempted and did not reach anyone.  There were multiple attempts made in August to reach the customer to get them in to our ****************** department.

  If the customer would like to discuss the repairs with us, please have them reach out directly to *************************, Service Manager at ************

  Thank you

   

   

• Initial Complaint

  06/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 5/29/21 Amount paid: $254.35 Service provided: oil change Invoice # ****** My daughter took her car in for an oil change. This is her car but we are the owners of the vehicle. She is young and this was her first time going to a dealership for service. We expected the oil change to be around $100 - $130. She called us upset because she was quoted $290 for the service (see paperwork attached). We told her to get her car back and she attempted to do so but was told it was too late. This was minutes after she turned the car over. She questioned the service advisor as to why it was so much. He said they charge by the hour, $210 plus parts. The two other Audi dealers in San Diego are charging $99.95, displayed on their website. I emailed the service manager and was told this is the price. I have never heard of an oil change that costs this much and this is 3 times what other dealers are charging. They gouged my daughter and refuse to make good on it.

  

  Business response

  06/11/2021

  Prior to our responding to this complaint, we were notified by our bank that the customer disputed their credit card payment of this service through their credit card company and the dealership has been charged back $154.35.  Our dealership, by way of giving a credit to the customer to resolve this matter, will not dispute this chargeback.  We hope that this will satisfactorily resolve the issue.   

*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. ↩