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:04/24/2025

  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 brought in my 2012 **** A5 on March 27th for routine maintenance, specifically the 195,000-mile service. At the time, the vehicle was running perfectly fineno warning lights, no oil leaks, no mechanical issues, and nothing on the garage floor to suggest a problem. My intent was simply to maintain the vehicle, not to address any specific concern.Shortly after dropping it off, I received a service estimate via text totaling over $8,000. Upon reviewing the list, I authorized the repair of the lower timing cover due to an identified oil leak. Again, I want to emphasize that no such leak was evident before bringing the car in.I paid $3,305.10 for selected services and picked up the vehicle on March 31st. The very next day, on April 1st, I noticed oil leaking underneath my car and immediately texted the service advisor at 11:22 PM with photos. I received a lengthy response the next morning and spoke with *****(service manager). The car was towed back to Audi Jacksonville, where I was informed that the rear main seal was now leakingan issue that appeared less than 24 hours after service and only after driving the vehicle home.I reluctantly paid an additional $2,949.97 to have the rear main seal replaced and picked up the vehicle again on April 15th. To my shock, less than 12 hours laterat 4:30 AM on April 16ththe car wouldnt start. I texted the service advisor at 5:56 AM to express my frustration. As I was heading out of town for six days, I arranged for AAA to tow the car back to Audi Jacksonville upon my return on April 22nd.I received a video from the service technician stating that the timing chain had stretched,(previously exposed when lower timing cover was replaced) and the engine had jumped time. This latest issue will cost another $3,221.84 to ********* summarize: I have now spent a total of $9,475 on a vehicle that is realistically worth about $4,000and all of these major issues have surfaced after bringing my car in for routine maintenance

  Customer Answer

  Date: 05/02/2025

  I would like to amend my original complaint from "information only" to a request for a desired settlement. I have attempted to resolve this matter directly with the Service Director, ***** ******. He extended a goodwill offer of a $3,520.98 refund to ****** client relations. I have agreed to this however I did let them know I was not satisfied and will continue my complaint. While I appreciate this gesture, it does not fully compensate for the costs I incurred due to their errors.

  I emailed Mr. ****** yesterday, and while on the phone with him as he reviewed my message, he stated he would call me backbut he never did. For reference, Ive included the email I sent him below.

  In my opinion, the dealership should cover the full cost of replacing the rear main seal, which amounts to $2,941.91. The refund they offered appears to address only the cost of replacing the timing chain, which they had already replaced.

   

  Hello *****,

   

  After doing additional research I can only conclude that replacing the lower timing chain cover can and did indeed damage the rear main seal. I believe Audi Jacksonville is responsible for this.  Please call me to discuss.

   

  Thats the good thing about Ai, I asked when replacing the lower timing chain cover in a 2012 **** A5 can you damage the rear main seal?

   

  Yes, when replacing the lower timing chain cover on a 2012 **** A5, there's a risk of damaging the rear main seal. The rear main seal is located behind the crankshaft and acts as a barrier, preventing oil leakage. 

  Possible Causes of Rear Main Seal Damage During Timing Cover Replacement:

  • Accidental Damage:

  The timing chain cover and its associated components are located near the rear main seal. During removal or installation, a mechanic could inadvertently damage the seal if they are not careful. 

  • Incorrect Removal or Installation:

  Improper removal or installation of the timing chain cover can put stress on the rear main seal, potentially causing it to deform or crack. 

  • Misalignment:

  If the timing chain cover is not properly aligned during installation, it could rub against the rear main seal, causing damage. 

  Preventing Rear Main Seal Damage:

  • Careful Handling:

  Mechanics should handle the timing chain cover and surrounding components with care to avoid contact with the rear main seal.

  • Proper Removal and Installation Techniques:

  Following the manufacturer's recommended procedures for timing chain cover removal and installation is crucial to prevent damage to the rear main seal.

  • Seal Inspection:

  Before replacing the timing chain cover, it's a good idea to inspect the rear main seal for any signs of damage or wear. Replacing the seal at the same time as the timing chain cover can help prevent future leaks.

  • Professional Service:

  If you're not comfortable performing this repair yourself, it's best to take your vehicle to a qualified mechanic who has experience with timing chain cover replacements and can minimize the risk of damaging the rear main seal. 

  

  Business Response

  Date: 05/06/2025

  Thank you for reaching out with your concerns regarding the recent service performed on your vehicle.
  

  I want to clarify that it is not possible to directly damage the rear main seal during the replacement of the front lower chain housing cover. The rear main seal is located between the engine and transmission, mounted to the back side of the engine block. Accessing or affecting this seal in any way would require removal of the transmission and flex plateprocedures that were not part of the work performed.
  

  The repair we completed involved replacing the front lower timing chain cover due to an oil leak. In my 17 years of experience as a ************ Audi Technician, Ive seen instances where a leak at the front timing cover disrupts the vacuum pressure in the crankcase. Once that leak is repaired, normal crankcase vacuum is restored, which can then reveal or cause failure at the next weakest pointin this case, the rear main seal.
  

  Upon later inspection and replacement of the rear main seal, we discovered that the rubber sealing surface had separated from the metal backing plate. This failure pattern is consistent with vacuum pressure having pulled the seal from its seating, rather than any mechanical damage.
  

  You also referenced an AI-generated ****** search result suggesting the rear main seal could be damaged during a timing cover replacement. However, the content you provided appears to be referencing a different procedurespecifically, work involving a rear-mounted timing cover or rear main seal plate installation, including transmission alignment. None of those steps are involved in a front lower timing cover repair, and the components are located on completely opposite ends of the engine.
  

  We value transparency and take your concerns seriously. Please feel free to reach out if youd like to further discuss the technical aspects or if we can be of additional assistance.

  Customer Answer

  Date: 05/06/2025

  [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 Administratively Resolved]

   Complaint: 23245470

  I am rejecting this response because I believe Audi Jacksonville is responsible for the rear main seal leak. **** of *********** previously replaced the rear main seal in 2018 or 2019, and under normal conditions, this component should last between ****** and ******* miles. At the time of that replacement, the vehicle had approximately ******* miles, and the seal was only replaced as part of a clutch service that included the clutch disc, pressure plate, and throw-out bearing.
  There is no reasonable explanation for the car needing to be returned three times after being driven only 53 miles home. Additionally, when I picked up the car, I was informed that the starter was going baddespite no such issue being noted during the first two visits. The starter was removed during the rear main seal replacement, did they cause this new issue.  I was offered labor coverage if I paid for the parts, which raises concerns about the quality of the original work.
  Given these circumstances, it would be unreasonable for anyone to expect me to return the car to this shop again.

   

  Regards,

  *** *****

  

  Business Response

  Date: 05/08/2025

  In response to the concerns regarding the rear main seal, please note the following:
  

  The rear main seal was initially replaced at ******************* at ******* miles, and again at **** of Jacksonville at ******* miles a span of ****** miles between services. The second replacement was necessitated not due to workmanship, but due to vacuum pressure, as was also acknowledged by the client. The failure was mechanical in nature and unrelated to the quality of the prior repair.
  

  The third replacement occurred shortly after the timing cover repair, likely as a result of the changes in vacuum pressure. This issue should have been identified during the timing repair, and while it was missed by the technician, Audi Jacksonville took full responsibility. As a gesture of integrity, we refunded the cost of the timing chain replacement at no charge to the client.
  

  Regarding the starter, the vehicle has accumulated over ******* miles. As a goodwill gesture, Audi Jacksonville offered to install the starter without charging labor costs.
  

  To reiterate, the failure of the rear main seal was not due to poor workmanship by Audi Jacksonville. Therefore, a refund for this specific repair is not warranted. Our team remains committed to delivering high-quality service and transparent communication.
  

  Please feel free to reach out with any further questions.

• Initial Complaint

  Date:02/14/2025

  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.

  My **** **** ** *** had been very dangerous to drive stalling, stopping on the highway and shuttering for about two weeks. My vehicle had been displaying a stop start malfunction code and check engine light. I contacted **** *** Roadside Assistance, they towed me to Audi of Jacksonville on Atlantic. I was told the diagnosis was $300 and it would go towards fixing the vehicle. However, my vehicle was not fixed properly with them charging me $300 separate from the repair. My total came to $855, they are a scam. **** told me over the phone that the $300 from the diagnostic would apply to the repair balance. This is extremely deceptive and I feel they should be investigated. They know the diagnosis will not solve the real issue. They also included a part on the repair list that was part of a known recall. *** ******** ******* ** ****** has flagged **** ** for coolant leaks and issues. They quoted $657 for a part that would have been covered under a recall. I have a service bulletin. The real issue is listed as a turbo charge replacement which is $3,300. That will not fix my vehicle’s issue and they know it. It’s extremely predatory, after further investigation and research Audi doesn’t have a remedy for the stop start malfunction. Which cause engine failure and a dangerous driving hazard.

  

  Business Response

  Date: 02/14/2025

  As per our assessment, we recommended replacing the turbo for $300. However, Ms. ****** declined this repair. She also opted for spark plugs and cabin filter replacement, which are standard maintenance items but were not directly related to the original diagnosis. (see attached text conversation).
  

  Please note that none of the items on the repair list are connected to a recall issue.
  

  Additionally, as mentioned, the start-stop system in her vehicle will be disabled whenever there's a drive system malfunction. The turbo replacement would be necessary to fully repair the issue and restore the system’s functionality.
  

  If you have any further questions or would like to discuss your options, feel free to reach out.

  Customer Answer

  Date: 02/18/2025

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: 

  They didn’t even reprogram the service inspection code. I’m left with it on and no vehicle that works. Which only they can do for $300 it’s unacceptable. They did not apply the $300 towards fixing the vehicle. Which was told to me before it was a complete bait and switch. They are deceptive and initially knew the problem would not be fixed with spark plugs. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 02/18/2025

  I wanted to clarify the details surrounding the maintenance and turbo replacement for the vehicle in question.

  There was no service performed on the vehicle. For example, the 110,000-mile maintenance, would have reset the maintenance light. Additionally, as previously discussed, the $300.00 credit would have been applied towards the turbo replacement to address the client’s complaint. The cost for replacing the turbo is $3,536.65, minus the $374.00 diagnostic charge.
  

  We also have a record of the client’s communication, where she authorized the additional maintenance and acknowledged the need for the turbo replacement to fix the issue. The client was aware that the turbo replacement was necessary for resolving the complaint. She was also informed about the costs involved, and we have all of these details saved in our texting tool, including her responses.
  

  However, the client ultimately decided not to proceed with the turbo replacement. Now, it seems she is posting reviews with inaccurate statements regarding the service that are filled with blatant lies..
  

  Below is the client's text:
  "Okay, perfect. I'm trying to see if I have an extended warranty. I wanted to get the spark plugs and engine filter done."
  

  Please let me know if you need any further details or clarification. We always strive for transparency and have communicated all necessary information clearly with the client.

  Customer Answer

  Date: 02/18/2025

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: They did not inform me of that. They didn’t even reprogram my inspection code  which my vehicle still says inspection due. After paying the $300 or check for electrical issues. Which I was more concerned about. Only they have the tools to reset it. Not reading the numerous negative reviews prior of them ripping customers off. In the future I will chose a dealership that is professional, honest, and not out to scam their customers.

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 02/20/2025

  I wanted to address a point of confusion regarding the diagnostic and subsequent repair process for Ms. ******'s  vehicle.
  Ms. ****** is getting caught up on the diagnostic going towards ANY repair on the vehicle when the diagnostic ONLY goes towards the repair, we have done the diagnostic specifically for. ******* is the needed repair, and she declined that. It says in the xtime report from the technician that she saw "waste gate flap is leaking pressure. Need to replace the turbo first and reevaluate. " it also shows in the xtime report under the spark plugs that there is "no history of replacement" and that's why they were quoted. Not that they were needed for the check engine light.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair 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.

  This compliant involves multiple Audi Dealerships.
  Audi Jacksonville sold me a damaged vehicle that they Certified pre-owned! **** ****** Audi ********** refused to honor the warranty associated with the vehicle.
  Negotiations with the two dealerships and Audi *** have yielded no remedy.
  I’m requesting refund check for $1073.58 to cover the cost of the repairs or replacement of the vehicle. See attached.
  Had trouble with these systems right away. System certified according to the attached prelims.
  The Coolant system failed, stranding me on the side of the road.
  55. Windshield Washer/Controls: Operational/Accurate Spray Aim
  56. Climate Control/AC/Heater/Defroster/Defogger: Operational
  84. Engine/Hoses/Belts: Condition/No Leaks/No Abnormal Noise/No Damage
  85. Cooling System/Cooling Fan: Operational/Condition/No Damage
  I’m not confident that this vehicle is reliable.
  ***** ******
  Service Manager
  Audi Jacksonville
  ***** ******** **** ************* ** *****
  ************
  
  ******* ******
  **** ****** Audi
  ********** ** *****
  ************
  
  ****
  Audi ** *******
  ************ ******

  

  Business Response

  Date: 10/18/2024

  Audi Jacksonville as a goodwill gesture, will be reimbursing **.
  ********, the check request was completed today.  A check will be going in
  the mail by Monday next week. 
  

  Audi Jacksonville spoke with Audi ** ******* and came to a
  conclusion that the repairs made by Audi ********** should have been completed
  under goodwill at that time. 
  

  *** ******** will be made whole, and this should help with the
  uncomfortableness that he has with his vehicle purchase.  

  Customer Answer

  Date: 10/23/2024

  This matter is not resolved. I have not received restitution from Audi Jacksonville.

  

  Business Response

  Date: 10/24/2024

  We regret that *** ******** had this experience.  As previously mentioned, Audi ************ had submitted a check request to our accounting team last week. I've attached a copy of the goodwill check that was mailed out.

  Unfortunately, we have no control over the mail delivery system, but expect *** ******** to have the check to the address on his account tomorrow. But may going to ******* may take longer, which is out of our control.

  If you're ever in ************, we look forward t serving you in the future.

  Audi ************

   

   

   

  Customer Answer

  Date: 11/02/2024

  Received a check today from Audi Jacksonville. My confidence in this vehicle  is still low but you can close this case.

• Initial Complaint

  Date:10/09/2024

  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.

  On 09/24/2024 I traded in my car for an Audi Chronos 2023 model. Before I committed to the deal, I spoke with ***** to check with him on the car and asked him if there was any damage on the vehicle and if the car came with 2 keys and was in perfect condition He replied there was a small scuff to the wheels they were taking care of and the vehicle did have 2 keys.
  So far so good
  On the day of delivery by *****, he apologized that he did not have the 2nd key, and the previous owner was delivering the 2nd key to them on Friday which he would forward to me. I have this confirmed in numerous emails from *****. I did not think this would be an issue at the time. As the following week ended, I still did not have my 2nd key. Then the 2nd week ended and still getting the runaround. I also noticed when the car was delivered the trunk was missing the pull-out cover that I assume was with the original car. ***** advised me, and he told me the previous owner had moved
  Over 2 weeks went by and still no Key 60 + emails backwards and forwards getting a runaround. I also spoke with the sales manager **** ****** + 10 emails to him. He did call me and advised me that he was no longer the sales manager, but he would reach out to a gentleman called ***** who is now the sales manager to contact me to sort out the issues I never got a call. The car was over $50K Certified Preowned
  The dealership blocked my texts going to them as I advised them, I was going to leave a negative review on car sites and report them to the BBB – They did not seem to care once they made the sale so I would not recommend this dealer to other prospective customers as blocking my text messages is not acceptable I do have an image of the block on my phone.
  I trust this can be resolved through the BBB. If not resolved I plan to purchase a key from my local Audi dealership, send Audi Jacksonville the bill for settlement and if not settled apply to the Small
  Claims court for reimbursement.

  

  Business Response

  Date: 10/09/2024

  I would like to provide an update regarding **** ******'s recent
  vehicle purchase from Audi Jacksonville on September 16th. *** ****** inquired
  about the availability of two keys for the AS-IS (attached)vehicle and was informed that
  the **** ***** included only one key. Our salesperson, *****, communicated that
  the previous owner still possesses the second key and intends to mail it to us.

  We are actively working with the previous customer to secure the
  second key, although they are currently out of town. Communication remains
  ongoing.

  It is important to note that there was no written agreement
  stipulating the provision of a second key from the dealership (attached). *** ****** had
  the opportunity to address this matter at the time of purchase but chose not
  to.  We have the AS IS buyers guide and we owe that **** signed on
  purchase, both attached.

  I have reached out to *** ****** to inform him that we will
  promptly send him the key if it is received.

  Customer Answer

  Date: 10/11/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Before I purchased the vehicle,
  I spoke with ***** to make sure the car was perfect and had 2 keys at no time
  during our conversations did he tell me the car came with only one key, and they
  had to get the 2nd key from the previous owner. I was only advised this on the delivery of
  the car. Pleas provide documentation showing I only signed for One key 
  The dealership has blocked my
  text message to them, so I am not able to contact them directly. They are
  ignoring my requests. It is not my concern that the dealers had an arrangement
  with the previous owner I have been getting the run around for almost 3 weeks
  with lots of promises. Really how long does it take to put a key in the mail certainly
  not 3 weeks. Now another excuse is the customer who sold them the car is away.
  I still require a 2nd key from the dealership or be able to purchase
  a 2nd key from Audi ******* and bill them for the key and
  programming 

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/11/2024

  I checked with Audi *******, and they advised me as far as they are concerned my vehicle was certified pre- owned and it is Audi's policy to have 2 keys with the car supplied and i should relay this information to the dealer. Also, on the attached docs for the IOU it was correct as I already checked with ***** at the start of negations that the car had 2 keys so there was no reason it should have been on that form - I was just a Slippy way of the dealership trying to get out of their liabilities      

  

  Business Response

  Date: 10/14/2024

  On October 4th, I spoke with **** to update him
  about the second key. I informed him that we are still in communication with
  the previous customer, who is currently out of town, regarding the key's
  return.
  

  Additionally, texts were sent as well as the "We Owe"  showing nothing owed. I made it clear that if the key is not located,
  we will not be providing a second one.  He said if we did not provide him
  with a key by Monday he would be giving us bad remarks online. 

  ***** ****** 

  General Sales Manager 

  Customer Answer

  Date: 10/16/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Thank you for your reply again you are not replying to my
  complaint.
  
  1) Firstly, ***** ****** was not the used car manager at the time
  it was **** ****** so as he will not know what was happening at the time of the
  deal and obviously not reading my replies so I will set it out again I assume he is just working on hearsay from
  ***** he said this, and I said that.
  2) When I was doing the deal with ***** I checked if the car had any damage, and if it had 2 keys. I was advised there were 2 keys and slight damage to a wheel they were taking care of. I told ***** unless the car was perfect i did not want to do the deal, he understood what i was asking 
  3)Regarding the “We Owe You”. It was correct they did not owe me anything as I already confirmed with ***** there were 2 keys with the vehicle. So technically they did not owe me anything. I took ***** at his word a 2nd key would be sent to me They seem to be playing on this.
  4)When ***** delivered the car at that time, he said he was very sorry he only had 1 key and the 2nd key he would have on Friday as the last owner was sending it to him and he would ship it to me. I told him that would not be an issue as long as I get the 2nd key, and he assured me it would be sent
  5)I texted **** ****** and ***** over 60 messages. I received a few calls from ***** telling me they are still trying to get the key from the previous owner. On the 7th of October **** called me to advise he was not the used car sales manager anymore and ***** ****** was now the manager he asked me if he has called me on the issue and I told him I had not heard from him and my test messages were now being blocked by the dealership. He told me we wanted to resolve these issues and would reach out to ***** again. I still have never got any replies from him to this date expect a reply to this complaint  
  6) I spoke with Audi ******* as was advised the car being Certified Pre-Owned there should have been 2 keys with the car, they seem to avoid replying to this. It is irrelevant if the previous owner did not give them the 2nd key – I will also contact **** *** to verify this
  Working with many car dealers over the years I have to say this is the worst experience I have had where a dealer runs away from its obligations and continues to give me the run around. I see other reviews with a similar experience of after sales support –

  My reviews are honest to advise other potential buyers my experience with this dealership. On my last conversation with ***** before I filed this complaint, I asked him again to reach out to his manages to resolve the issue. That was the last time I have heard from him. I told him I would go the BBB to assist me in resolving the issue, so the dealership was aware of this before I filed the complaint and had around 3 weeks to resolve the issue. I t is a shame i had to result to file a complain on a 50K car for a 2nsd key

  If I do not get the 2nd Key, I will order one from Audi *******, send them the invoice for settlement if not settled apply to the small claims court for settlement.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/18/2024

  On October 4th, I spoke with **** to update him
  about the second key. I informed him that we are still in communication with
  the previous customer, who is currently out of town, regarding the key's
  return.
  

  I made it clear that if the key is not located,
  we will not be providing a second one.  He said if we did not provide him
  with a key by Monday he would be giving us bad remarks online. 
  

  ***** ****** 
  General Sales Manager 

  Customer Answer

  Date: 10/18/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  This is not true ***** assured me when he delivered the car the 2nd key would be sent to me on Friday- I have never spoke with this person - My solution is to supply me a new key and pay for the programming of that key  

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/30/2024

  I have talked to ** ****** as of a few days ago we have worked out
  a deal that is satisfactory for both parties.    
  
  Audi Jacksonville is paying for a second key that we will mail to
  him.  He will pay to program the key at his local dealership.  Upon
  receiving the key he intends to remove the bad reviews etc.  
  
  Thank you.

  
  

• Initial Complaint

  Date:10/03/2024

  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 took my ** ** **** ** **** 8/5/24 for repairs. After a week of waiting on a diagnosis I was given one that was incorrect. Once they were aware that I had a warranty the diagnosis changed. The repairs were finally made 8 days later. I received my car back 8/14/24 only to find that the front passenger seat was damaged. After speaking to a manager they agreed to repair those damages. 8/27/24 Audi received my car again for those repairs. After a week the car was still not repaired. They then agree to give me a loaner, but insisting that I use a credit card to secure the loaner. Once those repairs were made they delivered my car to me at my home. Upon inspecting the car the AC did not work. Audi took my car back. Another diagnosis, the compressor was not working. Those repairs took another week. They once again had my car delivered to my home, charging me for the gas the driver used to drive back to the shop. My Experience with Audi has been the worst. They charge you for diagnosing your car without it being fully inspected. Every time I got my car back something else was wrong with it, things that happen while it was in thier care.Once they found out I had a warranty more charges occurred. They damaged my car and had it for weeks repairing it. I had to request a loaner car while I waited for my car to be repaired. I have reached out to several people within this organization but with no resolution. Audi has nickel and dimed me for every penny. Their form of communication seems to be texting and that's even poor.

  

  Business Response

  Date: 10/04/2024

  The client came into Audi Jacksonville for the first time on August 5th, 2024, with a roaring noise while
  driving, as well as the check engine light on the dash and the vehicle cutting
  off.  The client had an extended warranty on the vehicle through Car
  **** 
  
  Audi Jacksonville diagnosed the vehicle for both concerns,
  repaired the check engine light by replacing the cracked air intake hose.
  Repaired the roaring noise by replacing the right rear steering knuckle. 
  Both concerns were diagnosed correctly and repaired on this visit.
  The client's extended warranty paid for the repair minus the $500.00 deductible
  the client did pay. 
  
  When the client came to pick up the vehicle they stated that Audi
  Jacksonville had put a burn mark on the passenger seat. As a goodwill for the
  client not believing we caused this, we did agree to repair it at no charge for
  the client. After the repair, we drove the vehicle back to the client. On the
  way to the client’s house, the A/C compressor failed. The client was at this
  time in a loaner, provided by Audi Jacksonville,  and we brought the
  vehicle back to the shop to repair the A/C compressor. The extended warranty
  paid for the compressor repair minus the 500.00 deductible which Audi
  Jacksonville split with the client as a goodwill gesture as well.
  
  As well as splitting the deductible, Audi Jacksonville, at no
  charge to the client, fixed the oil drain plug that was leaking, caused by
  another shop not putting the correct gasket on the drain plug while doing an
  oil change. 
  
  The gas that was charged was refunded the same day and charged in
  error to the client after dropping the client’s car off and picking up the
  loaner. 
  
  Audi Jacksonville went above and beyond to help this client through
  the whole process. 

  Customer Answer

  Date: 10/07/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  The first diagnosis was for an alternator that would have cost me more than the 500 dollars deductible. Once I questioned that they re-evaluated and came up with a second diagnosis. That misdiagnosis caused my car to be in their shop for more than a week, at that time I had to rent a car. 
  When I received my car back there were burnt holes in the front seat. The car had been in their care on their property, even if they didn't want to take responsibility. It happened while it was at their establishment. While those repairs were going on I had to insist on being given a loaner car. They insisted I use a credit card to get the loaner. When they came to exchange my car for the loaner car, when I inspected it the AC was not working. I had to call the shop to get them to take the car back. Once those repairs were completed, and my car was returned,  a week later I noticed my credit card had been charged. I called the shop and asked why he said for gas and I would be refunded. As of 10/4 I still have not received that refund (see attactment). They fixed the oil drain plug that was leaking, because they missed diagnosing it two other times the car was inspected.
  This company has not gone above or beyond what we should expect from a company of this caliber. I have had to call the service manager, sales manager, general manager, and corporate office. Their response to this claim shows how dishonest someone in that establishment is.
  This company had my car for most of August because of misdiagnosing or sabotaging my car. This company has caused me unexpected expenses and distress that I thought I could avoid by bringing my car to the Audi dealership. 
  
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/09/2024

  
  The vehicle was
  diagnosed and repaired and is now repaired and driving without any drivability
  conditions. The client has an extended warranty on the vehicle, and they are
  responsible for paying for a rental car if it is in the extended warranty
  contract the client purchased. Audi Jacksonville has no responsibility to give
  a client a loaner vehicle that is outside of manufacturer's warranty. The
  question concerning the burn marks definitely was not caused by Audi
  Jacksonville, but again as a goodwill gesture we stated we would take care of
  the repair at no charge to the client, and did have it repaired. As far as
  having to use a credit for a loaner this is common practice for all loaners/
  rentals with all companies. The A/C is repaired as well and was a different
  issue not caused by Audi Jacksonville. We repaired the oil drain plug at no
  charge, because we did not want a client driving around with an oil leak as
  courtesy not for a miss diagnosis. (Please see the attached repair orders.)

  The charge for gas was started and has not
  gone through to the credit card company it is still a loop possibly because of
  the dispute. That will definitely be refunded to the client. Audi Jacksonville
  did already help this client with this whole situation, repaired the vehicle
  for the client and discounted the repairs, and fixed an oil leak at no charge.  No
  further goodwill is deemed necessary at this time. 

• Initial Complaint

  Date:09/05/2024

  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.

  On June 19, 2024 I purchased a **** *** ***** ** *** from the Audi Jacksonville Dealership. On September 3rd, 2024 the transmission went out in the vehicle and needs to be replaced. This left me sitting on the side of the road with two small children (2 years and 4 months). To add to the terrible situation my husband left that same day for military purposes. We live several states away from any family. I reached out for help getting my warranty information and was told by one person they don’t have that information and couldn’t help then hung up. The second person put me on hold for over 40 minutes (at that point I hung up). Luckily, I had the number to the guy who helped buy my car. He did send me my warranty information after I informed him what happened. He didn’t even send his condolences at the least. To get any help and compassion for the situation, I had to contact a different ******* dealership. Now that I am looking back at the whole experience of buying these guys did mislead me into this purchase with promises of things that was incorrect and didn’t happen. They almost sent me into the office to sign paperwork without even bringing the carfax. I asked if an inspection had been done on the vehicle, they said yes but failed to provide me any information of the inspection. I feel disgusted and taken advantage of. I also very specifically asked the sales guy if something was wrong with the car. If there was a reason it was selling for lower than what I see them being sold for at other places. He said “no, used cars just don’t sell as good so we price them to be sold” this would’ve been the perfect opportunity for him to disclose and issues with the car. I was not informed it was in as is condition until AFTER I had already signed all other forms to purchase the vehicle. It was the very last form brought out.
  
  I don’t have enough space to continue adding more.

  

  Business Response

  Date: 09/05/2024

  Vehicle was sold
  as-is, as a vehicle with over 100k miles.
  The customer did
  purchase an extended warranty, and is able to use it to fix her vehicle.

  Attached is a
  copy of the signed buyers guide
  And a copy of the
  signed hang tag the vehicle had, stating that the vehicle could have issues,
  and she would be responsible for them.

  Customer Answer

  Date: 09/05/2024

  I have asked for the inspection that I have been told they have but no one has sent it to me yet. I asked for it the day I purchased the car but their systems were down and asked for it when speaking on the phone with the general manager. During our call yesterday he also stated he would possibly help once I receive an invoice after fixing the car. I asked for a simple yes or no so I could just know. He wouldn’t directly answer my question. I was also told through the whole process the car had two keys and not until I was in the car about to leave did they inform me that there was now only one key. 

• Initial Complaint

  Date:09/04/2024

  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.

  We purchased a 2019 **** ** from this dealership in July on this year 2024. The sticker price was 33,000$ in closing the price went to 36,000$ not because of sales tax, because of what we were told is a " mandatory " scratch & dent protection which was NOT optional. I did call back to the finance person just a few days ago to confirm that this was not optional. I'm pretty sure if the non optional coverage is 3,000$ extra, legally that amount should be packed intonthe sticker price. Misleading business practice. On the same calming initiated to confirm whether or not this was optional, I was informed that as of Aug 1 2024 the dealership no longer offers this coverage and the sticker price on the windshield is the price. How convenient. Along with this entity I have proof from audi Orlando that the dealership is not properly preparing the vehicles they sell for purchase. For example flushing the brake system if it's due, oil change, alignments etc. My 1st suspicion was when I brought my older 2013 audi q7 there for an oil change about 1 month prior to buying the **** ** in July. I specifically pointed out the windshield reservoir was completely empty when dropping ot off. Upon pick up of the vehicle, it was still completely empty. I have the video provided from audi Orlando whom I took it to for proper care, which shows the past due brake service & last oil change in May. We were told upon purchasing the vehicle all services were just performed. Literally on our way home from purchasing this q8 in July, We noticed a loud rattle in the door, we took a video & informed the salesman. After 3 drives to jacksonville from our home in palm for repair the door still rattled & was worse than before. However the service department called & claimed all is fixed & we can come pick it up.when I did pick it up, half of the door panel was still disassembled & laying in my passenger seat. I could see the exposed electrical wires from the door still in pieces. The service lady behin

  

  Business Response

  Date: 09/04/2024

  Mrs. ******* and her husband ******* ******** purchased a 2019 Q8 on July
  17, 2024.   They had an overall fair experience as per the
  salesman Suren. The used vehicle with 70k miles was purchased as-is; the buyers
  guide is attached for your reference.
  The customer signed the initial figures as per the sheet attached
  with no negotiation and took delivery that day.  
  It was not until the last week of August that the customer
  expressed regret in purchasing the Audi Advantage plan and asked for a refund
  of the product.  We let him know that this is not a cancellable item that
  can not be refunded after the purchase.
  We disclose the Advantage Plan online with pricing on every
  single vehicle.  I have the screenshot example attached for
  transparency. 
  When the vehicle came in for service for a noise, there was some
  back and forth with the customer. The car was not fixed right the first time, We have since reached out to Mr. ********* Mrs. *******'s husband on
  Friday August 30, 2024 at 4:34pm letting him know I would be sending him
  a credit card refund for the repairs done at Audi Orlando. Sent the refund form
  on 9/4/2024 for Mr. *******t to fill out and sign and am awaiting that email
  back. Copy of the refund form is also attached.

• Initial Complaint

  Date:08/23/2024

  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 car on may 7 2024 from Audi of Jacksonville drove it to the gas station and the car cut off and wouldn’t start. Call the salesman **** he came and jumped the car off took it back to the dealership and it had about 7 codes timing ,cam sensor and some other .called my mechanic in ***** ******** and told him the codes my mechanic told **** the salesman and his boss **** the timing could be a couple hundreds to thousands and that they had to fix it along with the cam sensor…Audi of Jacksonville kept the car from may 7 2024 til 30 may 2024 when I came back to Jacksonville to pick up the car they called on 29 may 2024 and said it was ready caught train down got there 30 may 2024. **** picked me up from Jacksonville train station went to dealership got car left about 11 going back to ***** ******** got to Durham car cuts off want start call **** told him what happened didn’t hear back from Audi of Jacksonville until next day 31 may 2024 told me to take the car to a ford dealership… car was at the ford dealership until 7 august 2024 dove car for and hour and the gearshift blew out the car…Audi of Jacksonville sold this car recall before it was fixed which is wrong … car is a lemon and they knew this…

  

  Business Response

  Date: 08/26/2024

  Customer came in to buy a mustang, the check engine light
  was on. We attempted to fix it, replaced some parts. We were not 100% sure it
  would fix the car, we told the customer we felt more comfortable taking the car
  to a ford store to verify. The customer decided to purchase the car as-is
  knowing that the car may not be fully fixed, and purchased a service contract.
  Customer drove the vehicle home over 200 miles, car had
  check engine light again, which the extended warranty paid for the repairs.
  The Customer kept asking us to pay for the repairs, even
  thought the repairs have already been paid for by the warranty he purchased.
  As far as the transmission, the customer has never reached
  out to us about, but I am sure the service contract can take care of that
  as well.
  
  We told the customer when he bought the mustang, that if he
  took the car that day, that we would not be responsible for the repairs.
  We had him sign a “cheap cheap” form that stated, we will
  not pay for repairs, the vehicle was sold AS-IS (See attached). Customer signed an AS-IS
  buyers order. We did not express or imply any warranty on the vehicle.

• Initial Complaint

  Date:05/09/2024

  Type:Order 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.

  ON 4-20-24 I LEASED AN VEHICLE FROM AUDI ************ WHICH INCLUDED A DEPOSIT OF $3850.53, AS WELL AS EQUITY FROM TRADE FINANCED BY VW/AUDI FINANCE. AUDI ************ AGREED TO PAYOFF THE REMAINING BALANCE OF THE TRADE-IN VEHICLE OF $19,944.00 (IN LEASE DOCUMENT).
  
  ON 4-21-24, I CANCELED MY NEXT AUTO-PAYMENT OF $765.98 (DUE DATE 4-23-24) ON THE AUDI FINANCE WEB SITE, SINCE THE DEALER STATED THEY WOULD BE COVERING THE FULL BALANCE AMOUNT. ON 4-23-24 THE PAYMENT WAS STILL WITHDRAWN FROM MY ACCOUNT.
  
  I CONTACTED AUDI FINANCE WHO TOLD ME THAT AUDI ************ PAID OFF $19.165.00 WHICH WAS NOT THE AMOUNT AGREED UPON IN THE LEASE DOCUMENT. ESSENTIALLY, DUE TO THE AUTO-PAYMENT BEING PROCESSED AFTER I CANCELED IT I ENDED UP PAYING AN ADDITIONAL $765.98 WHICH SHOULD HAVE BEEN COVERED BY THE DEALER PER THE LEASE AGREEMENT. I AM SEEKING REIMBURSEMENT OF THE $765.98 FROM AUDI ************ FOR THE LAST PAYMENT AMOUNT.

  

  Business Response

  Date: 05/09/2024

  *** ****** acknowledged this that he knew he would be receiving a reimbursement and even thanked us this morning.  He reimbursement check was cut on May 3, 2024 and mailed on May 7, 2024.  He should be receiving it any day. 

  We apologize that this timeline did not meet his expectations to process.  However, we are a very large corporation and reimbursements take several days to process.

  Audi Jacksonville

  Customer Answer

  Date: 05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they send me a check for 765.98 within the promised time period (4-6 weeks)  

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/19/2023

  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 ahead and attached a document that gives a detailed breakdown of the events that transpired.

  

  Business Response

  Date: 10/27/2023

  Currently, Audi *** is working to get the CPO reinstated on *** ******* vehicle.  They are aware of the issue.

  Customer Answer

  Date: 10/31/2023

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I am writing to express my profound dissatisfaction with the current resolution offer presented by the dealership. The gravity of the situation I am facing requires immediate and effective action, which the offer falls short of providing.
  
  
  To reiterate, I purchased a vehicle advertised as Certified Pre-Owned (CPO) with unwavering commitment from the dealership, supported by all necessary documentation. Yet, when I sought routine service, I encountered an alarming breach of trust. Not only did they disregard my pre-paid Audi care, but they also failed to explain why my vehicle mysteriously displayed an 'inactive' CPO status in their system. This 'inactive' status directly contradicts the very reason I chose to invest in this vehicle - the numerous advantages of Audi's esteemed CPO program.
  
  
  Furthermore, the response of the service director was nothing short of astonishing. Instead of addressing my legitimate concerns, he resorted to inexplicable threats, invoking the police multiple times merely because I hadn't returned his loaner immediately. It is perplexing that they suggested I 'take it up with sales' when all I wanted was the service that I had been promised. Their ref***l to acknowledge my pre-paid Audi care only adds to the absurdity of this situation.
  
  
  What is even more distressing is that I initiated contact with Audi ***, yet they have been utterly unhelpful throughout this ordeal. It is a matter of grave concern that I am left stranded without transportation, despite being a loyal customer who has purchased two vehicles from this dealership. The dealership should be held accountable for their actions, and the responsibility for resolution must rest on their shoulders.
  
  
  Considering the severity of the issues I have encountered and the distress they have caused, I hereby reject the current resolution offer. Instead, I demand that the dealership takes immediate responsibility for this situation by providing me with a suitable vehicle, such as a loaner, until this matter is fully resolved. This demand aligns with fairness and accountability given the circumstances.
  
  
  Furthermore, I insist on the complete reversal of the $17,000 down payment I made for this vehicle, as this transaction has now been tainted with ********** *********. Additionally, I require the removal of this incident from my credit profile, as it was a direct result of their ********* *******.
  
  
  I expect that you will convey the urgency and seriousness of this matter to the dealership and ensure that they promptly address these issues to my satisfaction. I will not accept anything less than a swift and comprehensive resolution to this catastrophic situation.
  
  
  Thank you for your immediate attention to this matter.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/02/2023

  Audi has fixed the CPO. It is now showing active
  expiring 3/23/2025
  
  Additional CPO Warranty Coverage*
  Code Description Start Date End Date Start Mileage/KM End Mileage/KM Sign Date
  ****** *** ********* ******* 03/23/2023 03/23/2025 ***** ***** 03/23/2023
  *NOTICE: CERTIFIED PRE-OWNED WARRANTY VALID
  ONLY UNTIL VEHICLE REACHES END DATE OR END MILES, WHICHEVER OCCURS FIRST

   

  Respectfully,

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

  

  Business Response

  Date: 11/02/2023

  Unfortunately, due to previous engagements with the customer
  
  Audi ************ has refused to do any business with the
  customer.
  
  We repaired the Audi Certified issue, which Audi confirmed
  the issue was on their end.
  
  But that does not change the view of Audi ************ and
  **** ****** ****, we the ******* ***** will not extend services to ****** *****
  or ***** ******** on this or any other vehicle.
  
  They are welcome to contact a lawyer or whatever means they
  see fit. But, this is only due to the fact that he is a ***********
  ***********, and we do not feel *** ********* *** **** dealing with him based
  on his previous encounters with *** *********.
  
  We stand firm on this, and we are not required by law to
  service anyone’s car, and we can refuse service to anyone as we see fit. If he
  continues to ****** the dealership, we will have no choice but to call the
  ****** and issue a *********** *****.