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:06/23/2025

  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.

  Purchased CPO 2021 **** etron w/ ****** miles on May 31, 2025. Vehicle charging at 50-70% less than what is should be despite trying multiple chargers. Charger getting stuck in port, and would not release even with emergency release. On 6/16/25 the app notified us the car was done charging, but only charged to 35% even though it was set to 80%. Tried multiple chargers and kept saying charging complete at 39%. On 6/17/25 the car would not start and said electrical system malfunction, and had to be towed to ************************. They said they could not find the vehicle as being CPO. **** customer service was called, and I had to forward documents of proof being CPO. **** **************** said they would get back to me in 1-2 business days. 6/20/25 I received a voicemail from **** **************** stating they, "spoke with the general sales manager of **** Rockville named Dany and he confirmed the vehicle is CPO, but a recall needed to be completed on the vehicle to be reported as a CPO and was not done prior to being sold to us." This constitutes false advertisement, as the necessary requirements for CPO status were not fulfilled prior to the sale. This is a serious concern, as purchasing a CPO vehicle comes with specific expectations regarding quality, safety, and inspection standards. By selling the vehicle before completing the required recall, **** Rockville misrepresented the vehicle's status, putting us at risk. Given these significant concerns, we are looking to return the vehicle at full purchase price since it did not meet CPO requirements at the time of sale and are having significant issues with it currently.

  Business Response

  Date: 06/28/2025

  Our ***************************** is currently in contact and handling situation. And already in contact with the customer. Dealership is working on resolution on the issue.

• Initial Complaint

  Date:07/29/2024

  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 March 1, 2024 I purchased a 2018 C43 AMB ************* from **** of Rockville where I was offered and purchased a Maintenance Contract which was supposed to cover everything as if the car was new. After a week or so I started experiencing issues with my Bluetooth staying connected to the car in my radio. Which caused me to schedule an appt to have this issue repaired at **** of Rockville 4/27/24 whom upon arriving for my appt I was notified that I should go to the Mercedes dealership to have the issue fixed as they will be better equipped to fix the issue. When I arrived at my scheduled appt with Mercedes 5/3/24 I was informed that the display screen that was in the car is not the factory display so it's not covered under the warranty. I then called the warranty company whom informed me that I could ask the dealership to cover it. Since I hadn't received my hard tags by this time I went to the dealership to request either my hard tags or an replacement temp tag as well as seeing if I could get assistance with repairing display screen as its not covered under the warranty where I was informed that they wouldn't assist me. This caused me to inform The Finance Manager ***** that I wanted to cancel the contract as they sold me a contract that I could not use. He then gave me a form which I filled out and returned where he told me that it would be 4 to 6 weeks for the cancelation to go through. However, this process was not completed until my 2nd set of temp tags expired and was trying to sell the car back as the car has not been registered and they still have the title but they didn't want to buy the car back. However, while talking to the ** I was informed that he could have the warranty company fix my car if he called. So in short **** of Rockville sold me a car with a warranty that I couldn't use and would not help me to get this fixed in addition to not doing what they were supposed to do and registered my car but have issued me a 3rd set of temp tags.

  Business Response

  Date: 08/22/2024

  Good evening,

  
  Please see my conversation with ****** *****, 2 months before his tags expired, refusing to provide us with the required *** document to complete his tag & title paperwork. My team provided ************** with an updated temporary tag after he brought in the required finance contract. After processing his paperwork, we notified him(via email and text message) that the *** has his account flagged for outstanding parking tickets and insurance lapses. He has yet to respond or update us. 

  Also we can get the original part screen covered under his warranty if he didn't cancel his warranty policy which offered to assist. We are more than happy to reinstate his warranty and continue with his policy with the monthly payment plan. Then we go ahead and put a claim with the warranty company fix issue he has on his screen.

  Please see multiple conversations regarding his tag and registration. We had hard time getting his assistance 

  Business Response

  Date: 08/26/2024

  We are still having issues with the customer on his registrations. He still won't correspond or response to our emails or calls or text. Just making things harder and prolonging the situation. Please see attachment for the emails sent.

  Customer Answer

  Date: 09/09/2024

  I missed the original email response in regards to my complaint. However, I have now reviewed the response and I have 2 issues. First as it relates to my tags and registration, when I purchased the vehicle I gave the dealership a package that included the from my bank with directions on how to process the purchase and giving my bank power of attorney. With this I shouldnt have been contacted to obtain the finance contract. Second, I dont feel I should have to reinstate my maintenance contract to get the repairs done to my car as the contract shouldnt have been sold to me being as though it was invalid at the time of purchase. 
  

  so again the dealership hasnt done what they are supposed to do and register my car and they also sold me a invalid service contract.

  Customer Answer

  Date: 09/25/2024

  Hello, was checking on this complaint and noticed that I had not heard a response back for my reply and dont see that my reply had been captured. But I received the email got overlooked in my email and I responded late. However, the response from **** indicates that I need to reactivate my service contact in order for them to fix my radio component however, I dont feel that I should have to reactivate this contract if when they sold me the car the contract was invalid because this isnt a factory component of the vehicle. When I brought this to their attention and that the warranty company told me to ask the dealership for help I was told that they wouldnt help me so why should I have to reactivate this account if they werent willing to work with me in the first place.
  

  Also, I still have not received my tags.

  Business Response

  Date: 10/01/2024

  From the beginning we offered assist with the warranty and assist with replacement of the part before deciding to cancel. We are still more than happy to reinstate his warranty and continue with his policy and replace the part and have it covered. Please bring the vehicle we will have part cover under the warranty once reinstated. 

  We want to reiterate the importance of collecting the outside lender finance contract at the time of sale, as it is a required in **.
  Additionally, I included an insurance lapse letter from ** and several unpaid tickets which caused further delays. And if the consumer was assisting with the process, it would have been a lot easier vs. being difficult about the process. Please see attached with the lapse on insurance and unpaid tickets that caused the delay to complete the registration. Tag and title doing the ordinary procedure to complete the transaction. 

  We feel if the client was accommodating during the process, it would have been a different outcome. The team was only trying to complete the transaction in a timely manner

• Initial Complaint

  Date:04/27/2024

  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 scheduled an appointment with the Audi dealership in Rockville MD for 26 Apr 24 to have a diagnostic done on my vehicle. The representative that assisted me with the appointment told me the diagnostic would cost me $286 dollars, I responded thats fine. On the day of the appointment mother service assistant informed that the diagnostic would be $471. I was in a tight spot because I was having issues with my vehicle and felt I had no choice but to pay it. I was told one price to get me to agree to the appointment and the day of the appointment it was a totally different price. I would like to be reimbursed for $185.

  Business Response

  Date: 05/13/2024

  Thank you for the opportunity to respond tot the complaint.

  It looks as though initial appointment was made for a check engine light, and that when the client arrived for the visit they requested an additional diagnostic to be completed for one of the lights on the car.  The advisor then offered additional charges to complete this added item with added diagnostic charges.  I would say that we make appointments for specific work, and while we do not know if the second item was mentioned when the call originally came through, but it was not noted on the appointment.   The time to complete the second item was offered an after confirmation from the client - then added to the ticket.  ****** would then have been offered the option to have one or both items diagnosed at the time of write-up.  We also have a sign authorization to complete the two hours of diagnosis.

  Regards

  *********************** - GM Audi Rockville **********

• Initial Complaint

  Date:03/19/2024

  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.

  My wife purchased a 2023 Audi Q5 on 24 June 2023. After driving it for a couple of months, she did not feel safe in it. We decided to trade it in for a different brand of vehicle. So early November 2023, after trading it in, we informed in writing to Rockville Audi, Audi of *******, Kahu, Endurance, Sonic ************************** Services, VW ***************************** Services, Porsche Bethesda, and others as appropriate, that we had traded ** the Audi and paid it off. We provided all the documentation they each requested. Therefore, we told them that we were also canceling all service contracts and warranty contracts. We were told it would ***********-8 weeks. It is now 16 weeks since we started the process, and we still have not received the refunds. During these 16 weeks, they have stalled, changed the point of contact, as well as ignored our voicemails and emails. Last Rockville Audi staff we engaged were *************************** and ********************* on 02Mar24 via an email in which they stated that the refund was being mailed to our home. This was over 2 weeks ago. Rockville Audi was eager to take our money during the purchase. They benefited from the sale of the vehicle and the payoff of the vehicle. But, when they had to refund us, there behavior was that of deceptive business practice for they misrepresented their services and customer service, mislead or provided conflicting price/cost information impacting the refunds, and failed to disclose all the facts and refunds due to us. This is poor shameful and abusive customer service.This amount is equal to all the service and warranty contracts beyond the cost of the vehicle and mandatory fees to purchase the vehicle. Non of the contracts had been used. See list below and attached files. We believe this is an exhaustive list of contracts that are refundable, but we are unsure for Rockville Audi has not disclosed this requested information.

  Business Response

  Date: 04/05/2024

  To Dispute resolution team, regarding complaint #******** ***************************

  The refunds due have been completed.  We would like to also offer $500 as the delays were not within our normal timeline and would like to compensate for this.  Would also like to explain that ********* as stated on page 3 does not offer a refund and is not cancellable.  It is pre-paid maintenance that stays with the car and is logged by Audi of ******* as part of the car.  Lojack.Kahu and ********** are pre-installed and also are not refundable.  There were two contracts - the less expensive one for ********* replaced the more expensive contract.  Prices listed as 2581 and 2381.  $2381 was refunded.  Each refunded contract in the attachment has the amount of the refund per contract.

  If ******* would accept my apology for the delay, we would be pleased to issue the $500 check as our apology for the delay.

  *********************** - GM - Audi Rockville ************

• Initial Complaint

  Date:03/13/2024

  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.

  In April 2022, I purchased a new 2022 Audi Etron (VIN:NB022492). Fortunately, I sold the vehicle a few months later on/about December 2022. Since that time, I have continuously requested and informed Audi Rockville through its online opt-out form, and via many phone calls, to cease all future unsolicited and/or unwanted contact and/or sending marketing mails to my home. I have provided email and verbal notification that I or anyone at my residence do not wish to receive further advertisements, promotions, marketing letters, or any other unsolicited communications from Audi Rockville, and any other company partners or affiliates. I also asked Audi Rockville to immediately delete my personal information including my address and remove my address and any information or personal data associated with me or my residence from all contact, marketing, sharing or any mailing lists, and do not disseminate or share my information further. However, Audi Rockville has continued to contact me and send unwanted and unsolicited marketing flyers to my home. I am filing this complaint here as my last effort to gain Audi Rockvilles compliance with my request before filing a complaint with the ******* ************************* Note that, on January 1, 2023, the ********************** Protection Act (VCDPA) was passed and provides Virginia residents certain rights for personal data collected by businesses under conditions outlined in the law. Under VCDPA, companies need to inform consumers of their rights under the Act and create a process through which consumers can exercise those rights. VCDPA also applies to businesses which are not headquartered or incorporated in Virginia, but which nonetheless do business here. Under VCDPA, I have the right to Opt out of the processing of my personal data for purposes of targeted advertising, the sale of personal data, or further profiling and to request deletion of all my personal data. Audi Rockville is ** violation of the ******

  Business Response

  Date: 04/05/2024

   

  Good afternoon,

  I apologize for the delay, i had to research about VA law.  We have taken action that we believe complies with the law mentioned and believe we are within the 45 days allowed.

  "His initial request is currently being processed for deletion. The request was received on 02/17/2024 Sonic has 45 days to complete the request and to respond as prescribed by law."

  We also have requested Audi of ******* to remove **************** from their future follow-up as well. 

  I can be reached at **********

  *********************** - GM - Audi Rockville 

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I leased 2 vehicles from Audi of Rockville in July. We both received temporary registrations and reached out to the dealership 6-7 times to tell them they need to send us our registrations. I sent the sales rep a text of a photo of a letter from the NJMVC stating that I need to renew my registration. For some reason, both of our current registrations that were sent to us expire in 2 months. I didn't hear back from the sales rep so I called Audi of Rockville multiple times and no one has reached out to help to this day.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car has been repaired twice in 2022, and each time it took 2 to 3 months to return my car to me. After driving the car only five times since I picked it up from the last repair, the drivers system malfunction has returned. I have spent over $5000 on this vehicle and am seeking a resolution. I was put on hold for over 1.3 hours waiting for a manager, and I was still not transferred. I finally received my car in June 2022 only to have the same malfunction return in NOV 2022.When the same Drive System Malfunction returned in November, I spoke with *******, who attempted to work through the process. I was told that the misfiring of spark plugs caused my car to malfunction. The spark plugs were replaced, and less than six months later, I was told that the new spark plugs are misfiring again. Additionally, I was not advised or offered a fuel injection cleaning to assist in stopping the carbon buildup. Furthermore, in May, I was told that there were several leaks that have since miraculously repaired themselves. As a customer, I was never informed that I would have to replace the spark plugs every six months, and it was not communicated that it was a temporary fix.On 17 November 2023, I dropped my car off again because the vehicle had the same Drive System Malfunction as it did in May, despite having six new spark plugs. I was not called or followed up with regarding my car, and I only received communication after calling several times three weeks later. I had to physically go to the dealership to receive a diagnosis. In December 2022, I was advised that the spark plugs require replacement, and the engine has to be taken apart to clean carbon. After 3 months of repairs, I picked the car up in January of 2023 with assurances that all necessary services had been performed and that the drive system malfunction had been resolved. On March 5th, 2023, the drive system malfunction reappeared, causing me to question the quality of service provided by your department.

  Business Response

  Date: 07/17/2023

  Good afternoon,

  Please see attachment.  Audi Rockville has worked very closely with this client for what was an expensive repair.  Each repair order - especially the first speaks to the condition of the car and that replacing the spark plugs would only get the light off as it was not addressing the problem.  We gave substancial goodwill after the first visit...frankly to be helpful...not because of liability - we good willed all the labor for the carbon cleaning that was declined on the first repair.  Additionally, the last repair was completed in September of 2022...it has been almost a year and we have not heard from the client.  This is the first we are hearing.  There is no way to know if this is related to the prior repair or just another repair.  If ***** would like us to look at the car, we will provide up to an hour of no charge diagnostic.  That being said, check engine and similar light go on for many reasons and the next step is to look at the car.

  Regards

  *****

  Customer Answer

  Date: 07/18/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The response lacks truthfulness. Whomever responsed did not review the attachments. Please see additional attachments that displays the services received in December. 2022. I picked the car up in January of 2023. The car worked for 50 miles and has been in my garage broken. I reached out to management and no one seems to care. The response below is unprofessional and untrue as is proven by the attachments. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/01/2023

  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.

  Date: February 2nd Took our car for regular oil change. Upon completion at the end of the day, found car had a scratch from the front passenger door all the way to the back panel after the back passenger door. Immediately informed the manager and pictures were taken. The dealership indicated they would review camera footage and then call us back. They didnt do so, we called several times and didnt hear back. Finally after 4 weeks heard from them and responded with pictures that they asked for but have not heard anything. Also found that a vent face in the rear was taken off. Its not safe to take cars to this dealership and we unfortunately paid for services for the car with this specific dealership during the car buying process. 

  Business Response

  Date: 06/28/2023

  Audi Rockville worked with ******** to make the requested repairs shortly after this time.  This should be a closed matter. 

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im emailing in regards to a 2019 ***** ***** suv I purchased in September. When I brought the suv it was sold to me with the back breaks that was in need of repair, I rectified the issue with ***************** and the breaks were repaired. ( the breaks would not pass MD inspection) However yesterday I had the car towed to the dealership for a repair to the right front tire and was notified that the tire could not be repaired and needed to be replaced for safety reasons, the tire had been patched twice and one being on the sidewall of the tire which is illegal to do and poses and safety issue for me and my family. I want to understand why an inspection was not done on this vehicle to make sure something like this doesnt happen. The safety of myself and children has been put at risk due to the negligence of your staff and I want compensation I been calling but havent been able to reach them. I feel like they should have not sold the vehicle and or made me aware of this safety issue and they keep it from me to make a sale.

  Business Response

  Date: 03/21/2023

  ---------- Forwarded message ---------
  From: ************************ <****************************@rockville-audi.com>
  Date: Mon, Mar 20, 2023 at 1:43 PM
  Subject: FW: note from Audi Rockville complaint ID#********
  To: [email protected] <[email protected]>
  Cc: ************************ <***********************@rockville-audi.com>
  

  
  

  Team,

  Below is the conversation and agreed settlement we had made on February 2oth 2023 with *********************** 

  I can be reached below but I think this is all concluded.

  Regards

  ********** | General Manager

  Audi Rockville

  **********************************************com

  ************** Store

  ************** Mobile

   From: ***************************** <***********************>

  Sent: Thursday, March 9, 2023 3:46 PM
  To: **** **** <****************************************>
  Cc: ************************ <*******************@rockville-audi.com>
  Subject: Re: note from Audi Rockville

  Ok thanks 

  Sent from my ******

  On Mar 9, 2023, at 3:17 PM, **** **** <********************@rockville-audi.com>> wrote:

  Here is copy of warranty form. When we submit tire&wheel plan, we already corrected mileage to 26649. Thank you

  From: ***************************** <***********************>

  Sent: Thursday, March 9, 2023 3:15 PM
  To: **** **** <****************************************>
  Cc: ************************ <**********************************************com>
  Subject: Re: note from Audi Rockville

   

  Please send me updated version of contract thank you.

  Sent from my ******

  On Mar 7, 2023, at 7:50 PM, **** **** <****************************************> wrote:

  yes i fixed already and sent it to accounting office Thank you

   

  Get Outlook for iOS

  ---

  From: ************************ <**********************************************com>
  Sent: Tuesday, March 7, 2023 7:15:10 PM
  To: ***************************** <***********************>
  Cc: **************** <****************************************>
  Subject: RE: note from Audi Rockville

  ******

  I do see below I think we also caught this error while you were here.

  I have added *************** on here I do remember we had discussed updating the odometer.

   

  **** please fix on your next day at work.

  *****

  From: ***************************** <***********************>

  Sent: Tuesday, March 7, 2023 7:13 PM
  To: ************************ <**********************************************com>
  Subject: Re: note from Audi Rockville

   

  On Feb 21, 2023, at 4:16 PM, ***************************** <***********************> wrote:

  Hey I never received the active contract for the wheel and tires warranty. You told me I would have it in my email by the end of day but I didnt receive it yet.

  Sent from my ******

  On Feb 21, 2023, at 6:09 AM, ************************ <**********************************************com> wrote:

  Thank you. 

  Sent from my ******

   

  On Feb 20, 2023, at 2:00 PM, ***************************** <***********************> wrote:

  Yes I accept for you all to cover the cost of the tire & wheel plan.

  Sent from my ******

  On Feb 20, 2023, at 12:29 PM, ************************ <**********************************************com> wrote:

  ******,

  Thank you for your time today.  We discussed the tire for your2019 ***** ***** ***** with vehicle ID# *****************. 

  We offered the following to choose one option as a remedy for the tire concern.

  1. Cover cost to replace tire estimate $500
  2. 3 year unlimited mileage tire and wheel plan through ****  value $2000

  In our discussion, you chose the three year tire and wheel plan to settle any and all concerns regarding the tire concern that you brought me and Audi Rockville

  Please reply all accepted tire and wheel plan and we will process this plan it has a seven day wait period before coverage will be in place.  

  Regards

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

  Audi Rockville

  **********************************************com

  ************** Store

  ************** Mobile

  <************>

  <***********************pdf>