Complaints

This profile includes complaints for Rick Case Auto, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rick Case Auto, Inc.

  3190 Satellite Blvd Duluth, GA 30096-4616

  
• 

  Rick Case Auto, Inc.

  2493 Pleasant Hill Rd Duluth, GA 30096-4325

  
• 

  Rick Case Auto, Inc.

  3180 Satellite Blvd Duluth, GA 30096-4616

  
• 

  Rick Case Auto, Inc.

  11446 Alpharetta Hwy Roswell, GA 30076-3801

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  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.

  Have a 2020 coda that I took to the dealership on May 19, 2026, I have a print out with that date in printed and theystate I was not by there and my car is now six days of warranty and broken down with severe issues code P 1327 per ODB reader Should not be driven. I was towed to the location and they said if I left it, they would have impounded it, also in addition to statingI wasnt there not having documented my visit with they said the car was fine. Didnt even need oil yet, they assured it was fine inthe taking was normal. Check on the Internet ticking is a known issue with that your model and They state theres no recall, but its acknowledged in there bulletins as an issue. Likely fix his engine replacement and they are really dragging me around.

  

  Business Response

  Date: 07/23/2025

  Good morning, I tried to reach you by phone this morning and left a message. Unfortunately due to the amount of volume of vehicles we have coming in, if vehicles are towed in with no appointment we have very limited space therefore those customers are contacted and asked to remove vehicle as we do not have the space. Your vehicle is 8 days out of warranty and you are the original owner therefore whichever dealer you have vehicle at can submit to Hyundai ************* for warranty coverage due to the shop's availability and us not being able to inspect your vehicle.

  Please feel free to contact me at ************ and I will be more than happy to speak with you.

  Regards,

  ***** *****

  Service Manager

  **** Case Hyundai

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

   

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23630398
  
  I am rejecting this response because: she did not call my number *********** and I called her right back. Weve changed the number multiple times including 519 when we first tried to take the car to them to check for an eminent engine failure. They need to consent to replacing the engine and Im working with AutoNation Mall of ******* to the end. her employee threatened they would have it impounded and they use the entire mall parking lot behind them and space is definitely not a limitation so this is bogus. Plus, they supplied no documentation after taking my car into their custody on May 19 stating I was never there although I have a print out from that date when they return the car saying it didnt need a oil change in the ticket was normal. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/23/2025

  **** Case Hyundai is not responsible for the engine as we were not able to take in vehicle with no appointment scheduled prior. If the vehicle is having engine concerns the dealer the vehicle is currently at can contact Hyundai Motor America as **** Case Hyundai  does not manage Hyundai Motor America warranty. Our off lot parking are for our new vehicles in which **** Case pays the owner for those storage spots on the condition only new cars are stored there, unfortunately  it is not for customers who have their vehicle towed in with no appt as **** Case. The dealer your vehicle is currently at can reach out to Hyundai ************* for warranty coverage as again you are the original owner and vehicle is only out of warranty by 8 days.

  Again I apologize for any inconvenience as we do our very best to accommodate all of our guests but appointments are required for any mechanical repairs.

• Initial Complaint

  Date:07/03/2025

  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.

  Jun 13, 2025, 10:41AM to Timhlavenka, Betsyfriedman Description : on March 28th 2025, I began working with Mr. *** ***** of **** Case dealership in Duluth.Was trying to take advantage of the ******* 2.99% financing that was expected to end the following Monday.*** ***** was very pleasant and easy to work with. My daughter and I went to the dealership on Friday evening. I went ahead and closed the sale now very excited about have two GV70.The next day Saturday 3/29, I was speaking to my sister and both very excited, she now insisted upon pictures of the beautiful black on black vehicle. I obliged and started taking pictures.I was shocked & upset to find scratches on the front bumper that went through to the wheel well. Imperfections located on the rear passenger door on the right side, scratch on the back door. My perfect new car wasn't perfect!I called *** back and was told the folks no shop staff in house that weekend. I was concerned that I would get blame for the condition and communication was very delayed. I spoke with ********************** who instructed me to bring the vehicle back on Monday or Tuesday.On Tuesday I took the long drive back to the dealership and met again with *** who then walked around the vehicle and apologized for the vehicle being allowed to leave the dealership in that condition. In his defense it was dark and a totally black car. The car was taken back to the shop for attention.The conversation started about my disappointment and what would be done to make it right. There was sarcasm from Mr. ************ that I didn't appreciate. The sale had funded so he said he couldn't adjust the sales price, had this been disclosed negotiations would have been very different. To my disappointment, I was eventually offered a megre $250 ******* giftcard, its now 5/12/25 and I have yet to see it! Having just spent over $60K the level of remorse was poor. Damage on lot should be handled not slipped back into inventory.

  

  Business Response

  Date: 07/07/2025

  ***** ***** ********,

  I am sorry to hear about your experience with our manager. I am going to write a check for the $250 you were promised. I can either mail it or have it ready for pickup at the store. Please, let me know which one works best for you. If it is mail, I need the address to be confirmed by you for delivery.

   

  Thanks

  **** *******

  Customer Answer

  Date: 07/07/2025

   
  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.
  

  Please ensure that the check is mailed to me directly at

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

   

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

  Customer Answer

  Date: 07/25/2025

  I have not yet gotten any correspondence from **** Case as promised.

   

  Per request I am alerting you that my situation is still unresolved.

   

  Mailing to my home address is preferred

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

  Decatur GA 30034

   

  Thanks in advance for any assistance.

   

  Best,

   

  ***** *****-********

   

  

  Business Response

  Date: 07/29/2025

  A copy of the check is attached that represents the $250. 

   

  Thank you. 

  Customer Answer

  Date: 08/05/2025

   
  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.

  The check finally arrived after the first promise not being kept causing me to re-open the case.

  I would still not use or refer any other persons to **** Case or proceed with caution. After the deal is closed managers have a way of disappearing and passing the **** for promises they in fact made.

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

• Initial Complaint

  Date:06/22/2025

  Type:Product 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 am writing regarding a refund of $1,696.60 that remains unpaid following the cancellation of my extended warranty.I submitted the cancellation on March 7, 2025, and received written confirmation from your corporate office in ***************** on March 10, 2025, stating that the cancellation had been processed and the refund would be sent to my lienholder, Santander Consumer, within six weeks.After the six-week window passed, I visited the dealership and was told the cancellation had not been completed, despite the corporate confirmation. I was then informed it had only just been processed and that the funds would be directed to **********Since early May, I have contacted Santander weekly. As of today, June 22, 2025, they have confirmed that no refund has been *********** make matters worse, when I purchased the vehicle, I was told the extended warranty was mandatory. I later learned this was untrue. As a first-time car buyer, I consider this misrepresentation and a serious breach of trust.I am demanding the immediate release of the $1,696.60 refund, plus reasonable interest accrued from the expiration of the original six-week timeframe. The funds must be sent via ***** Overnight to me or my lienholder, and tracking information must be provided in writing.This matter must be resolved no later than Thursday, June 26, 2025, by close of business. If this is not resolved by that date, I will be escalating the issue to the ************************* ***************************** consumer protection media outlets, and legal counsel for further action.I expect full and prompt resolution.

  

  Business Response

  Date: 06/25/2025

  Thank you for reaching out.  It appears the original cancellation request went directly to the warranty department and not to **** Case Cancellations where the check would be issued from.  It was done and sent out today.  Copy of the check attached.  I apologize for any delay and confusion.  Regards, *******

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23503838
  
  I am formally rejecting your proposed resolution regarding my warranty cancellation. Your handling of this matter including the misinformation provided during my in-person visit in April and the failure to issue my refund in a timely and ethical manner has been unacceptable. If you did your due diligence you should have verified that my account is not with Santander. 
  
  This is my final request. If I do not receive the full refund check by Wednesday, I will move forward with next steps.
  
  Given the number of existing BBB complaints from customers with similar issues, your companys pattern of deceptive warranty practices is well documented. I am prepared to pursue all available avenues to recover the full amount owed.
  
  This is your opportunity to resolve the matter ethically and promptly.
  
  
  
  ******** *******

  

  Business Response

  Date: 06/30/2025

  Per your original request you state ********* as the lienholder. We also pulled a GA gratis(please see attached), which shows Santander still as the lienholder.  Pardon my confusion, but where else was the cancellation check suppose to go?

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23503838
  
  I have not received the refund, and I no longer have a loan with *********. Your company has held my money for over three months under false pretenses. Is this is how you treat veterans? 

  i will seek legal action. 
  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/02/2025

  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 booked TWO appointments with the dealership to get my car checked after I was notified about the recall that *** issued on my vehicle (Seltos 2021). In both occasions, ****** Satana told me they were experiencing some kind of issue with the system and they couldn't take care of that recall.This is extremely frustrating, as no one from the dealership calls me the day before my appointments to let me know they can't take care of my car. I live in the ******** area and have had to drive 30 minutes to get to your dealership, just to be told they won't do anything on my car. I went last Friday to my second failed appointment and ****** said the system was down. He said he would call me today Monday (June 2nd) to let me know for sure if I could come tomorrow (Tuesday, June 3rd). I never received a call from him or anyone in his team. So, I tried calling , but his machine sent me to his voicemail. The person who took my phone call today (June 2nd) told me I need to book yet ANOTHER appointment. FOR WHAT? To lose my time and gas driving up to Duluth? What an enormous waste of my time! The brand is responsible for taking care of this recall and your dealership won't take this seriously. According to the recall, my car could potentially cause an accident and/or catch on fire.

  

  Business Response

  Date: 06/03/2025

  I want to offer my sincere apologies for the inconvenience and frustration youve experienced over the past two recall appointments. I understand that you drove from ******** twice, only to be told by ****** ******* that our system was down and that you would be contacted before your next visit. You rightly expected a courtesy call the day before each appointment, and it was unacceptable that you never received one.
  Kia did inform us that their nationwide system update would occur over the weekend, and I deeply regret that Mr. ******* failed to let you know when the updates were completed. As of this past weekend, our system is back up and running, and I apologize that you were not made aware of this sooner. You should never have had to make another 30-minute trip without clear communication from our team.
  Please accept my heartfelt apology for any stress or inconvenience this has caused. You are always welcome to return at your convenience, and we will provide fast, attentive service to complete your recall as soon as you arrive. I take full responsibility for the breakdown in communication and want to assure you that we are taking steps to ensure this does not happen again.
  Again, I am truly sorry for your experience. If you have any questions or concerns in the meantime, please feel free to contact me directly at ***********************************.
  Sincerely,
  ****** ****
  ************************start="1550" data-end="1553"> Rick Case Kia
  ***********************************
  
  
  
  

• Initial Complaint

  Date:06/02/2025

  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 visited Rick Case Mazda ************** Duluth, ** on July 24th, 2024 to have my car serviced for various things. During this visit, they diagnosed that my cars stereo system (what they call Infotainment System) had a problem called Ghost Touch. This problem essentially means that the Infotainment System has a mind of its own, and it will constantly change settings, skip ****** make calls, and even unpair my phone without me prompting it to. They wanted to charge me a ridiculous amount to fix this at the time, and so I did not opt to fix it. However, I am now looking at getting it fixed. **** Case wants me to pay $200 just to diagnose the problem AGAIN, and refuses to look up the previous diagnostic. This cost does not include repair. I want to confirm the cost of replacement with **** Case before bringing my car to the service center, as it is very out of my way to get over there. I would like to be contacted about the estimate to fix the ghost touch issue to my infotainment system, as it is still occurring and I will not be paying more money to run a diagnostic for something they have already confirmed to be happening.

  

  Business Response

  Date: 06/02/2025

   I successfully connected with ******* to address his concerns regarding the diagnostic fee and repair costs. I reassured him that the $200 diagnostic fee would be waived. Furthermore, I provided him with a quote outlining the cost of parts and labor for the necessary repairs, totaling $492.64 before tax. ******* indicated he would review the quote and contact us when he is prepared to proceed with the repair service.

• Initial Complaint

  Date:05/13/2025

  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 purchased a used 2016 MINI ****** from Rick Case Mazda on April 16, 2025. At the time of sale, I was not informed that the car came without a warranty, nor was I made aware that I was opting out of one. I was also given a clean multipoint inspection stating the vehicle was in good condition.Within weeks of purchasing the vehicle, I began experiencing issues, including engine overheating and coolant loss. I took the car to a certified MINI dealership, where it was diagnosed with both an oil leak and a coolant leak. These issues should have been caught during the inspection prior to sale, and the fact that they appeared so soon indicates they were likely pre-existing.When I contacted Rick Case Mazda, I received inconsistent information, was told I had opted out of a warranty I was never made aware of, and only after pressure was a loaner vehicle and a repair offered. I have yet to receive written confirmation of the repair details or any acknowledgment of their failure to disclose the vehicles condition or warranty status.

  

  Business Response

  Date: 05/16/2025

  We have agreed to fix the 2016 Mini ****** for the customer.  Customer will be picking up today.  Thank you

• Initial Complaint

  Date:05/13/2025

  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 got my car serviced at **** Case Hyundai in Duluth Georgia I got a starter put in I paid $1,000 for services and parts and they also had my car for a week when I picked up my truck the gas cover was missing they blamed it on the tow company the tow company submitted photos showing that the gas tank was there so I call Honda back they told me that it may have gotten stolen from off their property and they not responsible for stolen merchandise so I'm left to replace the gas door for $500 including parts and service for them to replace something that was stolen from their property and their possession it was not even in my possession at that point I turned the keys and everything over to them. totally unfair to me.

  

  Business Response

  Date: 05/13/2025

   

  Unfortunately as stated when we spoke once the vehicle was checked in from being towed in we found the mirror was missing, unfortunately the dealership is not responsible for items removed from vehicle prior to or once stored here, the dealership did not perform any repairs to the mirror in question.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23322534
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********* it's not my mirror it's my gas cap cover and it was not missing prior to being told that they are lying I have pictures from the toll company roadside assistance through Hyundai they sent pictures to them showing them the gas cap cover was there prior to the receiving my car

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23322534
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********* it's not my mirror it's my gas cap cover and it was not missing prior to being told that they are lying I have pictures from the toll company roadside assistance through Hyundai they sent pictures to them showing them the gas cap cover was there prior to the receiving my car

  

  Business Response

  Date: 05/16/2025

  As previously stated, unfortunately the dealership is not responsible for items removed from vehicle prior to or once stored here. 

• Initial Complaint

  Date:05/12/2025

  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.

  On Aug. 21, 2022, I purchased a 2019 Infiniti QX60 from Rick Case Kia. I made a $15,000 down payment and the remainder of the vehicle was financed through ******************. The *** Buyers Guide displayed at the time of sale (which I still have) states in irrefutable terms that the vehicle was sold with a dealer warranty (**** Case Best Value Certified Pre-Owned vehicle, with the warranty promising 10-year/100,000-mile powertrain coverage, administered by Protective Asset Protection). On Dec. 31, 2024, I brought the car in for maintenance to Infiniti of Gwinnett and was told that the car needed a new engine because the existing engine was sludged. ******** of Gwinnett told me that my factory warranty would not cover repairs because the engine was not covered, due to a pre-existing exclusion. Subsequently, Protective Asset Protection denied my insurance claim, citing that because of the pre-existing exclusion under the factory warranty, their policy would also ont cover repairs (by contract, the efficacy of Protective Asset Protection's warranty is predicated on the validity of the factory warranty). ********* warranty division has confirmed that the engine exclusion under the factory warranty coverage was added on May 22, 2022, due to engine sludge. On June 7, 2022, Rick Case Kia purchased the vehicle at a Manheim auction. A Manheim representative confirmed via recorded call that an announcement regarding the engine sludge was made after the transaction, and Rick Case Kia was made aware at that time. Engine coverage voided: This occurred nearly three months prior to my purchase of the vehicle from Rick Case Kia. Sludge made known to Rick Case Kia: This occurred nearly three months prior to my purchase of the vehicle from Rick Case Kia.**** Case failed to disclose that the engine was excluded from coverage, despite knowledge of this defect and its legal obligation to reflect such exclusion on the Buyers Guide.

  

  Business Response

  Date: 05/13/2025

  Tell us why here...Respond with the following:
  
  Thank you for the opportunity to respond to the complaint submitted by ******** ********.
  
  At this time, the matter referenced in the complaint has been escalated to legal counsel by the customer. As such, our organization is working directly with our attorney to address the issue through the appropriate legal channels.
  
  In accordance with legal best practices, we are unable to comment further or provide additional details while the matter is being handled by attorneys on both sides.
  
  We remain committed to resolving this issue in a fair and appropriate manner and will continue to cooperate through the proper legal process.
  
  Sincerely,
  ******** ******
  General Manager
  Rick Case Kia

• Initial Complaint

  Date:04/18/2025

  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.

  Last year I took my 2016 Hyundai Tucson when I had 95k miles on it for engine or transmission issue. ************** claimed engine is fine and they did some general repair which cost us $1400 and give us year warranty. After few days the issue was still there and service ****** does not want to accept there is issue with the engine. My vehicle suddenly stopped on the road and we got our vehicle towed to service ******. First service ****** asked us show service ****** records which took us few days and pull up all the records and they few days later they decline the warranty claim for engine failure replacement. ************** didnt replace when my vehicle was in warranty. *********************************************************************** engine after searching online. If the Hyundai national wont help than I will have to file a lawsuit against them if needed.

  

  Business Response

  Date: 04/21/2025

  Hyundai Motor America declined your engine based on vehicle being out of warranty as engine is out of warranty. **** Case Hyundai cannot override the manufacturers decision. Any questions you can contact Hyundai Motor America at **************

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23224800
  
  I am rejecting this response because: I have taken my vehicle to the Hyundai service center when it was in warranty where they didn't fix my engine issue and did some other repairs which didn't resolve the issue.  I went there few times when my vehicle was under warranty but they didn't wanted to accept my engine have issues which was clearly showed to the service center.  Let me repeat i have taken the vehicle to service center when it was in warranty and i have document to show it.  They even gave me 1 year warranty on the day of repair and they did not honor that as well.  
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 04/30/2025

  After reviewing your service history, we must respectfully maintain our original position. According to our records, your vehicle was last serviced at our center in March 2024, and at that time, no engine issues were reported or identified during the inspection. Furthermore, no complaint related to the engine was documented by you or observed by our technicians during that visit or in any prior service records.
  While we understand your concern, please note that the vehicle's original factory warranty has expired. Any diagnosis or repair related to the engine issue falls outside the warranty coverage period and has been denied by Hyundai of America. Additionally, the 1-year warranty you referenced applied to specific repairs performed during your last visit and does not cover unrelated or new issues that may arise 1 year and ****** miles after that service.
  We understand this may not be the outcome you were hoping for, but we are happy to offer you a discount or options to get the vehicle repaired or replaced. 

  Thank you, 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23224800
  
  I am rejecting this response because:

  may I know what discount you can do on repairs or what are other options you can do it for me. 

  also I have stated that in previous messages my original complaint was the engine issues when I first dropped the vehicle to the service center.  
  
  let me hear what options you can do to satisfy me with repairs or anything else  

   

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

• Initial Complaint

  Date:04/14/2025

  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.

  I purchased a 2018 **** S5 Sportback from ******** **** in late December 2024 as a gift to my wife and me. We had just lost our youngest daughter to a congenital heart defect in October and hoped this car would be a small step toward healing. Weve always admired **** vehicles, and this felt like the right time to invest in something ************* part of the transaction, I was sold a $3,825 warranty based on verbal assurances that it would include full powertrain coverage. After the sale, I received a USB with documents, but the warranty paperwork was missing. I asked for it multiple times and was only provided a screenshot of the cover page. The finance manager ***eatedly told me I had nothing to worry about.I contacted the warranty provider (Protective) directly and was informed the policy did not cover powertrain components. The warranty was clearly mis***resented. I canceled the policy with Protective, who confirmed the cancellation, but ******** **** has delayed refunding me. It has now been over six weeks, and I have been told to wait at least two more. I am owed $4,092.75 (warranty plus 7% tax). This refund should be processed immediately.Shortly after taking delivery, I also discovered oil leaks not present during the test drive. The general manager eventually stepped in, but their service department tried to bill the canceled warranty. I declined to authorize it, as doing so wouldve reduced my refund.I am also requesting my loan be recalculated to remove the warranty cost from the financed amount, as it was added through ******************** sales *** was so disheartened by what occurred that he left the dealership. Im sharing my experience in good faith and respectfully ask for full resolution.

  

  Business Response

  Date: 04/14/2025

  Dear Kasim,
  I hope this message finds you and your family doing well. I wanted to personally reach out after reading your recent review and BBB submission. First and foremost, I want to express my sincere condolences once again for your unimaginable loss. Our conversations have always been meaningful to me, and I truly appreciated the time we spent together when you purchased the **** S5 Sportback. Im sorry to hear that what should have been a healing and positive experience was clouded by frustration.
  I want to assure you that I take your concerns very seriously, and I will be personally conducting a thorough review of your file to ensure we resolve the matter swiftly and appropriately. Specifically, I will be looking into the status of your vehicle service contract cancellation and the associated refund. You have my word that Ill provide you with a clear and detailed update within the next 24 hours.
  I also tried calling you just a few moments ago but reached your voicemail. Please know that Id welcome the opportunity to speak with you directly if you have time to reconnect. I remain committed to doing whats right and ensuring your concerns are addressed respectfully and professionally.
  Thank you again for your patience, and I look forward to speaking with you soon.
  Warm regards,
  *****