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:11/06/2024

  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.

  We purchased an **** ***** on Sept. 20, 2004. Since that time the application that controls most of the car's features has not worked. We also were unable to access our data, including printing a copy of our sales agreement. After numerous calls and numerous attempts to reset the application, it still does not work. **** continues to say they are working on the issue when we call.

• Initial Complaint

  Date:09/17/2024

  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.

  My husband and I have been buying ****s at Santa Monica Audi for 20 years now. The last two experiences were down right criminal. I had an **** Q5 Hybrid with very low miles and the lease was up. My husband asked the salesman if I could extend the lease and he said no. That turned out to be a lie! I ended up paying the car off. He convinced me to also buy an extended warranty. He told me I could get a refund if I did not use it. Shorty after I bought the car out the salesman called me and said he had the best deal on a Q8 that they ever had so I went to see him. I really trusted him because we had mutual family friends. He sold me a Q - 8 E-Tron and told me he would get me a refund on the extended warranty he sold me a few months before on the Q5 Hybrid. After dozens of attempts to get the refund and talking to Sales Manager ***** ******* who promised he would get me the refund, I still have not received a full refund for an extended warranty I did not need nor use. The salesman and ***** are liars and a disgrace to customer service. Where is the loyalty as a dedicated **** Owners?

• Initial Complaint

  Date:10/25/2023

  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 a car in June and signed up for ********* Protection, this is $50 a month and you can cancel at anytime. In July I emailed ******, Finance Director, to cancel. He said this would be done and the total amount $1,999 (minus one payment of $50) would be deducted from my total balance on my car loan, meaning my loan would be paid off sooner. He said this will *********** weeks.37 emails have been sent to Cheikh with multiple phone conversations, and on October 21st, this remains incomplete, with **** of ******* confirming Audi has still not sent a check, and I am now consistently ignored, all emails and voicemails remain unresponded to. I have even called, left voicemail and included *********************, the General Manager, he also ignores all my correspondence. July 1st - I requested to cancel my warranty. July 10th - ****** confirms the cancellation has been processed.August 31st - **** of America confirms they have not received a cancellation from Audi.****** promised this would be reflected in my statement within 6 weeks.September 5th Cheikh confirms he will update me the next day on status (he doesnt)September 19th - **** of America confirms they have STILL not received a cancellation from Audi. ****** promised this would be expedited and it would be updated within three days. ****** gives the check number (#*****) and promises to send the tracking number (he doesnt).October 17th **** Of America confirms they still haven't received the check from Audi, ********* calls and emails ****** and **** (General Manager) no response.October 20th ********* calls and emails ******, no response. I want this information and confirmation:1. Audi term protection: $1,999 - this should be deducted from my balance from my original request date, back in July only ONE payment amount (approx. $50) should be deducted from this total.2. Another line item has been added too: $1899 AOA - what is this?

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 was contacted by the general manager of this dealership and got accused of fraud simply because I discussed pricing with their manager **** on behalf of my sister and even after they spoke to my sister and confirmed that she was aware of the whole situation and she was the one who submitted the credit application and sent them the info the general manager insisted that because she wasnt the one who talked to the sales manager **** he couldnt do business with us Now i *************************************** have a complaint and false accusations from the general manager .

  Business Response

  Date: 09/26/2023

  On September 4, 2023 *************************** contacted ****, a Santa Monica Audi sales manager via Zachs personal cell phone. Mr. ************** told **** he wanted to lease a 2023 Audi RS5 (the Vehicle), which has limited production with an MSRP of over $100,000. When asked by **** how Mr. ************** got Zachs personal cell phone number, Mr. ************** said he was given the number by an automobile broker, but Mr. ************** refused to provide **** the brokers name.  Mr. ************** said that he had test driven a 2023 Audi RS5 at another dealership and was interested in negotiating the price and terms of the lease for the Vehicle. **** negotiated with Mr. *************** and they came to an agreement on the price and terms for the ********************************* attempted to submit credit information to **** via cell phone and **** told Mr.************** that he needed to submit a signed credit application online with proof of identification.
  
  On September 5, 2023 a credit application was submitted to Santa Monica Audi online, but instead of Mr. ************** information, ************************ information was on the credit application,with Mr. *************** phone number and Mr. *************** email address.  **** contacted Mr. ************** and asked who *********************** was and Mr. ************** said it was his sister.  When **** asked to speak with *********************** to confirm she submitted the application, Mr. ************** said that she was not available.  **** then asked if the Vehicle was meant for himself or for his sister, and Mr. ************** said it was for himself.  **** said that if the Vehicle was for Mr. *************** ************** Services would require Mr. ************** to submit a credit application and be on the lease by himself or as a co-lessee with ***********************. Mr. ************** said that he didnt want to submit a credit application or be on the lease.  At that point **** told Mr. ************** that Santa Monica Audi could not move forward with the transaction and the credit application was not submitted to any credit bureau or ************** Services for approval. Straw Purchases of vehicles where one person leases or buys a vehicle using bank financing in another persons name is not only against ************** Services guidelines, it is illegal in ********** and many other states.
  
  On September 7, 2023 Santa Monica Audi received a Better Business Bureau complaint from *********************** (not Mr. *************** in which she alleges that **** wrongfully made her believe that she had a deal on the Vehicle and had her submit all her personal information and insurance paperwork, just to tell me at the end he wouldnt sell me the car in the most disrespect way and wasting my entire day and cause me to lose another deal in a different dealership.   This claim has no merit. **** never spoke to *********************** and in fact was told by Mr. ************** that she was not available. **** requested that Mr. ************** submit his own credit information for approval since Mr. ************** had informed **** that the vehicle was not for *********************** but for himself, but Mr. ************** refused and instead demanded that **** illegally sell him the Vehicle under ************************ name, which Santa Monica Audi rightfully declined to do.
  
  After receiving the complaint, On September 8, 2023, the Santa Monica Audi General Manager called *********************** and explained to her why Santa Monica Audi could not lease a vehicle meant for Mr.************** under her name.  On September 20, 2023, Mr. ************** filed another BBB complaint claiming the Santa Monica General Manager was accusing him of fraud by negotiating a deal for his sister.  Again Mr. *************** claim has no merit.  The Santa Monica Audi General Manager was simply trying to explain Santa Monica Audis decision to *********************** not to move forward leasing a vehicle under ************************ name that was meant for ************************************************ or **** Khachatouriyan wish to lease or co-lease vehicles for themselves under their own names for their own use and their applications are approved by ************** Services or a bank of their choice, Santa Monica Audi would be happy to accommodate them.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20578185
  
  I am rejecting this response because:
  Its simply not true and even after the general manager spoke with my sister and she confirmed that everything was done on her part 100% legally and by herself he still refused to sell her a car for herself under her credit application 

  and accused me of fraudulent activity which was clarified by my sister 

  She wants the car and they waisted her time and cost her problems 

  and im not happy until i get a call from the general manager and be apologized for horrible remarks that was mase towards me 

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

• Initial Complaint

  Date:04/14/2023

  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 went to SMA for minor issues with my car (turns out none can be corrected, this is just what it's like when you buy a new Audi). I reserved an Audi loaner car, so my appointment was pushed out for weeks when an Audi rental was available. I arrived, and was told no Audi's were available and was given a VW. After I dropped my car, I decided to look at the weather mats. I purchased them for my car, and was told they would be available for pick-up the next day and I had the option to prepay. I agreed. When I returned to pick up my car, I walked in and saw 2 reps watching tv. They both turned to look at me, and then returned to watch the tv as if they were customers themselves. Now I don't know if this was discrimination because I'm a young woman, a black woman, or both...but it wasn't right. I'm used to receiving it, but I'm also used to reporting it. Anyways, I decided I no longer wanted the mats so instead of picking up I asked for a refund. I was told a 20% restocking fee would be deducted. I disagreed since I have not physically received any product, therefore nothing was to be restocked. They still refused. When I asked for a mgr, I was told to call ****** (the mgr) on Monday.I tried calling several times, and was not able to get in contact with ************** filed a claim with my bank advising them of the situation. In order to properly conduct their investigation, my bank reached out to ****** and ****, who then blatantly LIED and advised my bank that I had received the mats and therefore would not receive my refund. I contacted the rep I was working with (***) who connected with ******. He emailed me (cc ******) and told me she would be in contact. Days later, ****** called and left a VM apologizing and saying a refund for the full amount would be issued by check. I called her back within a few mins, no answer. Sent a follow up email, no reply.I have submitted an appeal to my bank. The worst dealership experience I have ever encountered.

  Business Response

  Date: 01/22/2024

  The customer brought her vehicle into the ********************** dealership for repair on December 15, 2022, claiming that the *** malfunction light was on in her vehicle, tire light was on and the side mirror moved while driving.  The same day she special ordered all weather mats for her car. She was told that Santa Monica Audi did not keep the mats in stock and that if she wanted to order mats, she would have to pre-pay for them and because these were special order items, there would be no refund. The customer paid by credit card and was given a receipt for her payment that stated there were no returns on special orders. Per the customers request, Santa Monica Audi ordered the mats. When the customer returned to pick up her car on December 22, 2022, she told the assistant parts manager that she didnt want the mats she ordered anymore.  At that point the mats had already been ordered and were in transit to Santa Monica Audi. The customer was informed by the assistant parts manager that Santa Monica Audi could not return the mats she had ordered and reminded her there were no refunds on special orders.  The customer objected.  To accommodate the customer, the assistant parts manager offered to re-stock the special-order mats and charge the customer a 20% restocking fee ($46).  The customer objected to this offer. The customer then called and left a message for the Santa Monica Audi parts manager,but since the parts managers assistant had already spoken to the customer and offered to re-stock the mats when they arrived, the parts manager assumed that the matter had been handled.  The customer then contacted her bank and requested that she be refunded the money she had paid.  When the customers bank investigated the matter, they reached out to Santa Monica Audis controller,who explained to the bank that the customer had been told verbally and in writing that there were no refunds on special order items and that the customer could pick up her mats at any time from Santa Monica Audi. At no time was the customers bank told that the customer had received the mats.  ********************** still has the mats she special ordered, so if the customer wishes to pick them up at any time, they are available.  As accommodation to the customer, ********************** is willing to provide a full refund to the customer for the mats she special ordered.  Santa Monica Audi has attempted to contact the customer to make this offer and to discuss her complaint, but the customer has not responded.
  The customers car was operating as designed. With regards to the repairs on the customers Audi, a Santa Monica Audi certified technician examined and tested the customers vehicle but could not duplicate the *** light that the customer claimed was coming on.  The technician found that the customer had replaced a tire on her vehicle with a tire with tread which did not match the other tires, causing the tire warning light to come on in her vehicle.  The light was re-set, but the customer was advised that if the tire light came on again, she should go back to the company that replaced the tire and have them match the tread to the other tires on her car,which the other company should do at no cost to her. In a follow up phone call the customer stated she had just had her oil changed by a third party but the service reminder light on her car was still on. She was advised by her Santa Monica Audi service advisor to return to the company that changed the oil and have them reset the vehicle service light so she would not have to pay for someone else to reset the light.  The customer told the ********************** service advisor that she had no further service issues with her vehicle.  
  The loaner vehicle supplied to the customer.  ********************** is not required by Audi of ******* to provide loaner vehicles to customers but does so to satisfy customers needs. Santa Monica Audi has a fleet of approximately 150 Audi loaner vehicles available to customers, but because of Audi parts shortages, some customers have had to be in loaner vehicles longer than normal, causing a shortage of available Audi loaners. If a Santa Monica Audi service loaner is not available, customers are referred to a local rental car agency where the customers are provided Audi loaners at Santa Monica Audis cost.  If an Audi loaner is not available at the rental car agency, customers are given the choice of another make of vehicle for which Santa Monica Audi covers the cost. We regret in this case the customer was unhappy with the ** loaner vehicle she was provided, but Santa Monica Audi cannot always guarantee customers will receive Audi loaners when customers come in for service. Santa Monica Audi also offers alternative transportation via Uber at customers request.  
  Santa Monica Audi employees watching ***  Santa Monica Audi has a diverse workforce consisting of employees of many different races, national origins,ethnicities and ages and does not condone discrimination of any kind. Santa Monica Audi has a single TV in the waiting area in the service center which customers will pass on the way to the cashiers desk.  From time-to-time employees on their breaks catch up on sporting events by watching the *** While on break, Santa Monica Audi employees are not required to greet customers, return phone calls, or do any work.  We apologize if the customer felt unwelcome or discriminated against because she did not get a greeting from employees on their break.  However, If the customer wishes to discuss this or any other matter, she is welcome to call the Santa Monica Audi Director of Operations, ***************************** at ************.

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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 Audi ******************** at Audi Santa Monica for $38,034 plus taxes on 8/23/2021. With the purchase, I added Audi Pure Protection and Audi Care plan, which were sold at double the price posted in the contract for $3000, without showing documentation and asking for **** e-signature. Contract signed believing Audi Santa Monica Finance Manager ******** credibility. I decided to buy the two packages using my **** Credit Card **** with a $320 down payment. The payment method will be charged **** every 23rd for 18 months. The financing company and contract are not identified. When I received my credit card's yearly transaction summary in December 2022, I noticed no charges had been made to my account. I contacted Audi Santa Monica ************ to report the issue. Not receiving a callback, I tried to contact ****** multiple times and was told in April 2022 via phone that the account information was lost and he was in contact with an undisclosed financing company to resolve the issue while I should not worry about the missed payments. As ************************************************************ I'm not familiar with*** regulations or ***. Due to my limited income, I couldn't afford a lawyer consultation to better understand the issue. I trusted the information and waited for a resolution. 7 July 2022, 6pm I went to ******'s office to discuss the matter and offered to pay the full amount. ****** refused my payment and said the problem was almost fixed. Without hearing from him about the promised updates, I emailed him about the issue with the email I'll document. On July 13, he called and told me that the contract I signed was invalid because the two purchases had to be split into two different plans, that my car would be covered anyway, and that he would provide new contracts and documentation within a week. Documentation never arrived. On August 18, 2022, I contacted Audi***A while abroad and was told to contact the ***. I'm terrified of a pending balance