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:01/12/2025

  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.

  I am writing to formally address an issue concerning the incorrect sale of an **** Pure Protection warranty for my 2018 **** Q5 (VIN: *****************). This warranty, purchased on August 27, 2022, at Audi Arlington, was sold under misleading terms.Issue Background:In February 2022, I bought a certified pre-owned **** Q5 with 10 months left on the manufacturers warranty and an additional 1-year extended warranty. Seeking coverage beyond 2023, I consulted **** Finance, where **** recommended a 6-year/72-month, 60,000-mile plan.During contract signing, I encountered two coverage options:**** Warranty: Expiration from the manufacturers original service date.2.Out of Warranty: Expiration from the agreement purchase date and current odometer reading.Despite my need for coverage starting post-2023, **** insisted on selecting "In Warranty" due to system limitations. He assured me that the coverage would begin in August 2022 and expire in July 2028, aligning with my request. I confirmed this understanding via email on August 29, 2022, and received no contradiction from ****, reinforcing my belief the expiration was correctly set.Discovery of Warranty Expiration:In December 2024, during a service for a thermostat issue, I was informed that my warranty had expiredcontradicting my understanding of its validity until July 26, ************** Impact:Warranty Purchase: $3,985.60 in August 2022 Repair Costs: $1,634.86 on December 31, 2024 Steps Taken:Contacted Finance Director A.K. Sebih on December 28, 2024, who promised an investigation but did not follow up.On December 31, I escalated the issue to General Manager ******* ******, who failed to provide a resolution despite my detailed explanation.Filed a complaint with **** Consumer Affairs (Ref No: ********), who indicated warranty disputes are beyond their scope.Requested Resolution:1.Correction of warranty end date.2.Refund of $1,634.86 for repair costs, minus the $250 deductible.

  Business Response

  Date: 01/23/2025

  Hello BBB, 

  Hello ********,
  After thoroughly reviewing the files, I consulted with our corporate team for additional clarification. Following our discussion, our decision remains unchanged.
  The contract you signed explicitly states that the warranty period begins from the original in-service date of purchase. The warranty provider has also confirmed that their terms and conditions align with this, and you acknowledged understanding these when you signed the agreement.
  We apologize for any misunderstanding; however, all the details, including rules and regulations, are clearly outlined in the contract. As the terms of the agreement have been fulfilled, I can offer you a trade-in value for your current vehicle along with a discount on a new one.
  Thank you for your understanding.
  Best regards,

  Customer Answer

  Date: 01/29/2025

  [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 as Answered]
  
   Complaint: 22802074
  
  I am rejecting this response because: I dispute the contract terms regarding the warranty start date. When I signed the extended warranty agreement, I was explicitly told by **** from the **** finance dealership team that the coverage would begin from the signing date, not the manufacturer date. This was documented in my follow-up email to ****. Refer the attached email.
  There are two key issues:
  a) I would not have agreed to pay $3,872 for just 1-2 years of extended coverage, especially since my existing warranty was still active. I was convinced by **** for extended warranty till Jul 2028.
  b) While **** claimed he couldn't select the 'Out of warranty' option due to a system issue, he assured me that despite me signing under the 'In warranty' option, my extended warranty would still commence from the agreement signing date.
  This verbal agreement and email documentation contradict the current interpretation of the contract terms.
  
  Since Business claims in their response that they did a detailed investigation. Can you please request from business to provide the audio/video recordings of my conversation with **** in Audi Arlington office as well the telephonic conversations from my phone number ********** during Aug'22. This should help to uncover the additional facts of our conversations.
  

  
  Regards,
  
  ******** ***** **** ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/21/2025

  Dear BBB,
  While we appreciate Mr. ****** position, we stand firm in our decision.
  I had the opportunity to speak with Mr. ***** previously and conveyed that if he was misinformed by the information provided, I would be more than willing to accommodate him. However, I must request verifiable proof to make an informed decision and consult with our corporate team.
  Mr. ***** asserts that he repeatedly inquired about the warranty period and expiration. He has presented an email that he wrote to Mr. **** requesting this information, along with claims of verbal inquiries over the phone. However, we have yet to receive any corresponding emails or texts that corroborate a response to his inquiries. To date, Mr. ***** has not provided nor has he expressed a willingness to provide any substantiating documentation. In our eyes, if a person is adamant about a question to a contract and does not receive the adequate answers, said person will not in good faith sign a contract if the questions are not answered. Additionally, there is a ***** period to cancel a contract for a full refund. If the question is still not answered or the contract cannot be amended to agree on the terms in question, a person has the availability to cancel said contract for a full reimbursement.
  Should Mr. ***** be able and willing to provide documentation that explicitly supports his claims, I would be open to revisiting the matter to determine a satisfactory resolution.
  At Audi Arlington, we record video and audio of our customers' vehicle purchase transactions with their permission. However, since Mr. ***** did not purchase a vehicle from us but rather a *************** Contract (VSC), no such recordings are available in his case.
  Sincerely,

• Initial Complaint

  Date:01/11/2025

  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 towed my AudiQ3 in for service which was under warranty. The told me I have a bumper to bumper warranty , the service advisor i was assigned to would be in touch month went passed I called an inquired ,I went to the dealer an i was told they **uldn't locate my truck but we have the keys. But they would find it ? Called all week the following week they found the car. We located it however 2 months have now passed i was told we are working with the *********** . We'll that service advisor was fired due to him denied the claim 3 times sent to the warranty ** , now it's Nov. I still pay a note on the car an insurance my registration has expired the warranty ** now wants updated registration i can move or tow the car due to **** dropping the ball they should take owner ship for 1. Losing the car 2. The employee they fired due to the claim not being handled properly an the service manager explained that he was let go due to my issue an they were going to take care of it .I had all my credentials up to date when my car was towed there on April. I even paid my 100 deductible to the warranty vompany.

  Business Response

  Date: 01/13/2025

  Dear BBB,
  We would like to address Ms. ***** concerns regarding her **** Q7. To clarify, her **** Q3 is not currently at our facility, as Ms. **** decided to tow that vehicle elsewhere for repairs. As such, we are unable to assist with that particular vehicle.
  In September 2024, Ms. **** brought her **** Q7 to our service department. Upon inspection, we determined that the vehicle had suffered engine damage due to a lack of routine, manufacturer-recommended maintenance. Our team informed Ms. **** of the necessary repairs and the associated costs. She expressed dissatisfaction, claiming that a previous service advisor had advised her that routine maintenance was unnecessary. However, such guidance is inconsistent with our protocols, as we always stress the importance of regular maintenance to all customers.
  To confirm our findings, Ms. **** sought a second opinion from another dealership. The second dealership corroborated our assessment and provided the same recommendations for repair.
  Subsequently, Ms. **** engaged with one of our salespeople to voice her frustration. The salesperson, in an effort to assist, suggested exploring a trade-in option to alleviate her concerns. We presented Ms. **** with a trade-in offer, but she declined and insisted that we repair her vehicle at no cost.
  Ms. **** also stated that she had purchased an extended warranty, but our records do not indicate any such warranty. Even if she had an extended warranty, these policies do not cover damage caused by neglect, such as failing to perform routine maintenance.
  We are willing to repair Ms. ***** vehicle; however, she has declined to pay for the necessary repairs. Despite multiple attempts to contact her via phone and email, Ms. **** has not responded. It also appears she has disengaged with the other dealership that confirmed our findings.
  We remain committed to assisting Ms. **** in resolving this issue fairly, but we cannot proceed without her cooperation.
  Sincerely,

  Customer Answer

  Date: 01/14/2025

  [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 as Answered]
  
   Complaint: 22511926
  
  I am rejecting this response because:
  There is several misconceptions with the managers ******* response back to me. He stated that I brought my vehicle into the dealer for an issue with the engine in September and it wasnt its was November of 2024 because I had to get my vehicle towed to the dealer. The vehicle completely shut down on me and MD police had to impound my vehicle due to the spot the car shut down at. I have plenty of records of keeping up with the maintenance routine for the vehicle. I have complained after the maintenance was performed due to my oil light consistently coming on. The dealership including people like ****, **** and ***** has witnessed me pull my Q7 into the dealership and they have topped my car off free of charge and completed quick fixes so that the oil light can go off. I have also complained and they have completed diagnostic videos that claim they cannot find any leaks or anything consistent with low or lack of oil. They told me and my mom that was a witness with me at every appointment that the car was safe to drive and that nothing would happen. I was even told that I can go to any local auto store and buy the oil that is comparable with my car which I have all the receipts for. I only took my car to another dealership when I reached out to **** Cooperate of America and worked with regional manager *** who told me to get the both vehicles towed to Tysons to get a second look. The technicians at ****** also agreed that they feel the engine was already damaged when sold to me. After working with **** cooperate they had me get the cars towed to Tysons from Arlington and back to Arlington after **** of Arlington started to take responsibility for half of the damage to my car. How do you go from we are not responsible for the car due to negligence to we will pay for half of the damage. Audi Arlington and **** cooperate has to decided to give me ****** towards a new engine. I have been told this information via email with no direct paper work to back this up. They told me that I will have to come out of pocket with ****** for the remainder of the repairs. They came up with this decision in a month. I then told them that I will be in touch with my extended warranty so that they can take are of the remaining balance that they are trying to say that I should be responsible for. I really think that they thought I did not have an extended warranty on the car because I did not give them that information up front because I felt like they were responsible because I came to the dealer multiple times complaining about the oil light and they told me it was nothing dispute oil changes and maintenance. They have been giving me the run around and not returning my calls. All of the emails that was sent to me from *** and messages from ****** I have responded to in a timely manner. The only reason that I sought out Tysons was because I was told to send my cars there. I have been in consistent communication with ****** dealership because they are very professional and they have taken great care of me, however I was told because this is a case opened with **** cooperate I have to corporate with Arlington. If I could have a choice I would not do anything else with this dealership in terms of repairs. 
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/18/2025

  Dear BBB ********************************* has been pleasant to speak with both in person and over the phone when we are able to reach her, However, she appears unwilling to acknowledge the issue at hand and the extensive efforts we have made to assist her.
  To clarify, the requirement to provide proof of routine maintenance is not solely for our benefit, but rather to help us advocate on her behalf with **** of America. Unfortunately, Ms. **** has not provided adequate documentation to demonstrate that her vehicle was maintained in accordance with the manufacturers recommendations. Based on the information available, **** of America concluded that the vehicle experienced issues due to neglect and a lack of proper maintenance.
  Regarding Ms. ***** assertion that we should provide complimentary oil top-offs, our standard procedure is to recommend that vehicles be properly inspected by one of our certified mechanics.
  Its also important to note that we did not suggest Ms. **** seek a second opinion. After extensive conversation between Ms. **** and  **** of America, they directed her to another dealership for further evaluation. While she had the option to proceed with repairs at that dealership, our understanding is that the other dealership chose not to continue working with her. As a result, **** of America requested our assistance once again. Our Service Director agreed, with the clear understanding that we would not tolerate further delays or miscommunication.
  **** of America extended a $10,000 goodwill offer to Ms. **** to help offset repair costs. Despite this significant gesture of goodwill, Ms. **** has been unwilling to make a decision. Our Service Director ultimately informed her that if she chose not to proceed with the repairs, she would need to remove her vehicle from our premises.
  Regarding her responsiveness, we have thorough records of our attempts to contact Ms. ***** Unfortunately, she has often failed to return our calls or emails in a timely manner, responding only when she chooses to do so, often after days or weeks have passed.
  In conclusion, we have made every effort to support Ms. ***** securing a generous goodwill offer from **** of America. However, it is evident that she does not appreciate these efforts. Ms. **** is, of course, welcome to take her vehicle elsewhere for repairs and work directly with **** of America regarding her options.

  Thank You,

  Business Response

  Date: 04/19/2025

  Dear BBB Representative,
  We are writing to formally address a recurring complaint regarding Ms. ***** which we believe has been handled appropriately on multiple occasions. We respectfully request closure of this matter due to a lack of cooperation from the customer.
  Throughout this process, we have engaged with both the BBB and Ms. **** to resolve her concerns. However, new allegations such as the claim that a vehicle was lost on our lot have only recently been raised and were never mentioned in any previous communications. This is highly uncharacteristic of our operations and raises concerns about the credibility of this new claim.
  Our team has made every reasonable effort to assist Ms. ***** We initially recommended services that she declined. She subsequently sought assistance elsewhere but ultimately returned to our dealership after other service providers were unwilling to meet her expectations. Despite this, we continued to work diligently to support her, including securing substantial goodwill assistance from the manufacturer on her behalf. Unfortunately, these efforts were not met with appreciation.
  While we strive to address every customer concern with courtesy and professionalism, resolution is a two-way process. We have acted in good faith at every step and believe we have exhausted all reasonable avenues to assist Ms. *****
  At this time, we respectfully request that the BBB consider this matter closed. We sincerely wish Ms. **** the best and hope she finds a service provider that better aligns with her needs.
  Thank you for your time and consideration.

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising 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 9-29-24 we (****** & ******* ******) purchased a used 2023 ******* G70 2.0 from Audi Arlington **********. The vehicle was listed at $$34,640 and we put down $3,000. Before we took delivery the Audi Arlington salesperson ****** informed us that the vehicle 2nd key was at another ********** that they gotten the vehicle from. The Audi Arlington salesperson ****** told us before we accepted the key that he would call us to pick up the 2nd key in a couple of days.On 9-30-24 we sent an email to Audi Arlington Careteam asking for help in getting the 2nd key from Audi Arlington. We stated in the email the sales representative did not disclose before we signed the contract to purchase the vehicle that there was only 1 key.On 10-1-24 we spoke to Mr. ***** ***, Audi Arlington Lead Salesperson who informed us the vehicle had only 1 key and that the ********** will not be providing a 2nd key.On 10-2-24 Mr. **** **** Audi Arlington Sale Manager called us to let us know he would be looking into our issue about a 2nd key and get back to us.On 10-5-24 we sent an email to Mr. **** with a quote ($792) from a ******* ********** of ***** the cost for a 2nd key to be made. We requested Audi Arlington to pay the cost for the 2nd key.On 10-12-24 Mr. **** informed us the vehicle came with only one key and the ********** would not be paying for a 2nd key.We have a 11-27-24 service appointment with ******* ********** of ***** to have a 2nd key made.

  Business Response

  Date: 11/14/2024

  
  Good Afternoon BBB,
  Mr. ****** recently purchased a 2023 ******* ******* from our dealership. Prior to taking delivery, he was informed that the vehicle was acquired with only one key. In an effort to assist, the salesperson mentioned that he would reach out to the previous owner to see if they might have a spare key. However, since this vehicle was purchased wholesale rather than as a trade-in, no second key was provided to us.
  Our team member, **** ****, followed up with Mr. ****** to apologize for any misunderstanding and explained that we turn over all items we receive with our vehicles. Mr. ****** acknowledged before driving the vehicle home that only one key was available, though he hoped to obtain a second key based on the salesperson's offer to check with the previous owner.
  Mr. ****** also signed a We Owe form confirming that nothing further was due after the sale. While we've reached out to clarify the situation, he has not been receptive to further discussion.
  Thank you for your attention to this matter.

  Business Response

  Date: 11/14/2024

  Good Afternoon BBB,
  I wanted to provide an update regarding Mr. ******* case. I personally reached out to the dealer from whom we acquired the vehicle, and it appears that we may have located the second key.
  I contacted Mr. ****** to apologize for any miscommunication and informed him that we may have found the second key. I asked for a couple of days to retrieve it from the other dealer, and he is very pleased with this update.
  Thank you for your attention to this matter.
  Best regards,

  Business Response

  Date: 11/18/2024

  We would like to inform the BBB that we have resolved the matter with Mr. ******* We have provided him with his keys as well as the new car package.
  Mr. ****** expressed his satisfaction and stated that he is extremely happy with our dedication to ensuring his complete satisfaction. He also mentioned that he plans to reach out to the BBB to share his positive experience.

  Customer Answer

  Date: 11/18/2024

  [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. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:09/07/2024

  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.

  May 9, 2024 ********** for services ($9,465.00)May 9, 2024- ************* of a missing towing cap from my vehicle. May 9, 2024 ****** (****) notified Mr. ******** (**** whom I worked with)May 9 2024 ****** called Mr. ******** about the missing towing cap. He acknowledge that the cap was missing and that he check the auto shop when he return to work the following Monday and if it wasn't there he'd order another one. May 10-Jun 5 2024- I visited and called **** inquiring about the towing cap. Excuses after excuses. no resolve June ***** 2024. I took my car in for issues that I had already paid for May 9, 2024. And I also inquired about the towing cap. ****** took down my vin number assure me that he order the cap and that they'd look into the car issues.June 21, 2024 approx. Picked up my car, no towing cap and no issues found to fix. Aug 25(est) Took my car back to **** for oil change. I stated that I was still having the same issues from May 9 2024, and I wanted my towing cap. Paid for the oil change $400. left with no towing cap and still stuck with the same issues from May 9th 2024. Aug 30, 2024 I visited ******************* I asked the Mechanic is he could review all the things that **** were suppose to do to ensure they completed my services from May 9th. Control arms were not replaced as stated in the **** invoice (page 3). I also have a video from **** showing me that work that needs to be completed. and the towing cap has never been replace. I have lost a lot of time going back a froth to this dealership and I only have one car. I am requesting a full refund. This is FRAUD!

  Business Response

  Date: 10/11/2024

  Thank you for bringing this matter to our attention. We apologize for any frustration caused by delays and communication gaps during this process.
  We have reached out to Mr. ******** to inform him that his tow hook has arrived, and we have also left several voicemail messages to keep him updated. However, we recognize that our communication could have been more consistent, particularly regarding the part backorder and associated delays. We are committed to improving our communication practices to prevent similar issues in the future.
  Additionally, we would like to conduct an inspection to address Mr. ********** concern that work may have been billed but not performed. We take such claims very seriously, and I have a strict zero-tolerance policy regarding any unethical practices. If any wrongdoing is identified, appropriate action will be taken.
  We look forward to hearing from Mr. ******** so we can promptly resolve this matter and ensure his peace of mind as well as our own. Thank you again for allowing us the opportunity to address this issue.

  Customer Answer

  Date: 10/21/2024

  [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 as Answered]
  
   Complaint: 22253908
  
  I am rejecting this response because: I spoke with **** ****** on Oct 15, 2024). He told me that I would have to bring the car into the Dealership for him to verify what was not repaired. He offered me a possible store credit. I told him that I no longer have my **** A5. I had more issues with the car as this dispute has been ongoing. My **** A5 was taken to the shop for other issues. This time it was engine trouble. I decide to get rid of the car (**** A5). I choose to buy a different brand of vehicle. 

  We also talked about my refund request. I asked for a full refund. I told **** (****) that I was upset and disappointed with he service and constant stalling from his **** dealership. I called numerous times inquiring about my tow cap (my original complaint), * A towing cap was ordered once after about 2-3months from my original complaint, but when I came in for service. The towing cap was the wrong size and color* from all of the visits to the dealership, taking my car another auto shop to verify the work that they (****) we're suppose to do, for the labor charge for the control arms and the cost control arms.

  I am requesting a refund of $2800 instead of my full refund. 

  As I stated earlier, I spoke with **** (**** Service Manager) Oct 15, 2024 via phone call. At the end of the call he told me. "let me see what I can do, I will call you back by the end of the day tomorrow." That would've been October 16, 2024. Today is Oct 21, 2024 and I have not heard from **** since Oct 15, 2024.

  
  
  Regards,
  
  *********** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/28/2024

  
  Hello BBB,
  After several attempts to contact Mr. ******* we were finally able to connect with him in an effort to resolve the issue. Our Service Director, **** ******** apologized for the communication lapse and assured the client that our new management team is committed to providing every customer with a positive and enjoyable experience. **** also offered a potential resolution and attempted to investigate the clients concern regarding charges for work that was allegedly not performed. However, Mr. ****** then informed us that he no longer owns the vehicle and, therefore, cannot bring it in for further review.

  Customer Answer

  Date: 12/20/2024

  [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 as Answered]
  
   Complaint: 22253908
  
  I am rejecting this response because: I don't know who Mr. ****** is. My name is Mr. ********* I also reject because I am still waiting for a call from Mr. ******* to call me back as he stated when we spoke on October 11, 2024. He also stated that he'd "see what he could do for me for compensation since I don't have the vehicle any longer. 

  After I wrote a ****** review (October 2024) about my experience with **** (shortly after I spoke with Mr. ********* I was charged an additional $90-100. dollars for a loaner car that I used back in May while my car was being serviced. I did not have my Ezpass with me while I had the loaner vehicle, but I knew that I went thru various toll roads in the vehicle. I am not disputing the chargers but just providing more insight on the situation. I turned in the loaner vehicle and told them about the toll expenses and they (****). I was told not to worry about it  and 6months later **** after my review (negative) post to ******. I receive that charge to my credit card. CLASSLESS act!  Thanks ****

  
  
  Regards,
  
  *********** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/25/2025

  Our sincere apologies to Mr. ***************** said, in order to substantiate any claim that one of our technicians engaged in unlawful conduct, we would like the opportunity to inspect the vehicle ourselves. This would allow us to determine whether any wrongdoing actually occurred. I will not allow unethical practices in our workplace, and we are fully committed to addressing this matter appropriately. We would appreciate the chance to examine the vehicle to verify the claim.
  Regarding the toll charge from six months ago, our system only retains credit card information for 30 days. Therefore, it would be impossible for us to have processed a toll charge on his account after such a lengthy period.
  We regret that Mr. ******** feels frustrated with this situation. We have made multiple attempts to offer reasonable solutions, but unfortunately, none have met his satisfaction, or he has declined them.
  Please let us know how you would like to proceed.
  Thank you,

  Customer Answer

  Date: 03/26/2025

   

  I presented my evidence along with documentations in regards to this case. I've been waiting for a called back from **** since October 11, 2024. This goes to further show anyone who is reading this message how unprofessional this dealership is/has been. 

  Maybe, now that I have contacted the BBB (Better Business Bureau). I hope your establishment will handle business better with future costumers.

  If it takes this much to get some resolve from ****. I rather take my business elsewhere and be sure to document my experiences here and for anyone else that has had issues with Audi Arlington. 

  I will wait another 3-6 months for your next reply to this message @ Audi Arlington. 

  Customer Answer

  Date: 03/26/2025

  [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 as Answered]
  
   Complaint: 22253908
  
  I am rejecting this response because: I stated that in my last response. I'm still waiting for a call from Oct 11, 2024 from *** @ Audi Arlington for resolve. 

  I have not been contacted since Oct 11, 2024. Audi Arlington. 

  
  
  
  Regards,
  
  *********** ********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/26/2025

  It was october 15, 2024. The last time that I spoke with anyone from Audi Arlington. In my statements, I wrote October the 11. 

  Business Response

  Date: 04/29/2025

  Our sincere apologies to Mr. ************ style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">That said, in order to substantiate any claim that one of our technicians engaged in unlawful conduct, we would like the opportunity to inspect the vehicle ourselves. This would allow us to determine whether any wrongdoing actually occurred. I will not allow unethical practices in our workplace, and we are fully committed to addressing this matter appropriately. We would appreciate the chance to examine the vehicle to verify the claim.
  Regarding the toll charge from six months ago, our system only retains credit card information for 30 days. Therefore, it would be impossible for us to have processed a toll charge on his account after such a lengthy period.
  We regret that Mr. ******** feels frustrated with this situation. We have made multiple attempts to offer reasonable solutions, but unfortunately, none have met his satisfaction, or he has declined them.
  Please let us know how you would like to proceed.
  Thank you,

• Initial Complaint

  Date:07/21/2024

  Type:Sales and Advertising 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 2019 ************* from Audi Arlington on April 30, 2024. Shortly after leaving the dealership, tire pressure warnings appeared. I notified my salesman, *********************, and was informed that I could return to the dealership at some point, or go to any tire shop to address the issue. During the week of May 6, 2024, I was advised by ************************* ******************* that upon initial inspection, prior to the sale of the vehicle, the service team recommended replacing a pair of brakes and tires. Also that the parts were already ordered, but I purchased the vehicle before the repairs could be done. Other issues with the vehicle that were not disclosed included costly paint chips throughout the vehicle, deep scuffs on all four rims, a hole in the rear bumper, rusted rotors, mildew smell seeping through the vents, and collapsing fabric on the roof of the driver side rear. I have been avoided, disrespected, ignored, and even hung-up on, when I attempted to voice my concerns regarding the vehicle. The Mercedes continued to display signs of life-threatening issues. I visited Audi Arlington on Saturday, June 22nd for service, however, the team was unprepared to service my vehicle that day. I spoke with General Manager *************** regarding my concerns and he advised that my vehicle may have been one he instructed his team NOT TO SELL, but that he needed to investigate; he claimed he was unable to because their systems had been down since June 18th, so he lacked visibility of the files. On June 30th, *** asked me to drop the car off for service on July 2nd. I dropped the car off on the evening of July 1st. On Monday, July 8th, I visited the dealership to get an update. ************************* advised *************************** that the team recognized the pulsating issue, but no work had been done. On July 9th I emailed *************** to advise him of my visit and to request a cancellation of contract. As of July 21st, **** has possession of/refuses to provide any feedback or updates.

  Business Response

  Date: 08/17/2024

  Dear ****************,

  
  Im ***************************, the new General Manager at Audi Arlington. I want to apologize for the frustration youve experienced. This situation clearly didnt meet our standards, and Im committed to resolving it. Could we arrange a time to discuss this over the phone? I want to understand what went wrong and ensure we address it properly.
  Looking forward to speaking with you.

  
  Sincerely, 

   

  
  ***************************
  General Manager
  Audi Arlington

  Business Response

  Date: 08/19/2024

  The Dealership has has come to a resolution with the customer on this matter. 

  Customer is completely satisfied with the outcome.

  Business Response

  Date: 08/20/2024

  We have successfully resolved the situation with ****************. After addressing her concerns and apologizing for any miscommunication, we found a mutually satisfactory resolution. **************** has expressed her satisfaction with how we handled her case.
  We have requested that she share her positive experience with the BBB to reflect our commitment to customer satisfaction.
  Thank you for your attention to this matter. Please let us know if there is any additional information you require.

  Customer Answer

  Date: 08/26/2024

  The response provided by the business is a true reflection of their lack of integrity.  It is an exaggerated responseI did not receive an apology from the dealership until after I pointed out the fact that I had not received one.  No remorse was shown during my final interactions with the staff.  While I was able to recoup my down payment, along with one months note (to compensate for the month Audi Arlington held the Mercedes without doing the mechanical work as promised), the resolution did not come without much headache and inconvenience.  Audi Arlingtons management and service department were not helpful and I do believe no action would have been taken had I not escalated the matter to the BBB and the   ******************** I never expressed pleasure with the the way the situation was handled, nor did I agree to provide positive feedback regarding my experience. I would like to request that my experience be made visible to potential customers (via the ******************** website) to prevent such occurrences/practices from taking place in the future. 

• Initial Complaint

  Date:06/23/2024

  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.

  Purchase a certified pre-owned car from Audi Arlington and was told that because Delaware state is slow at the *** they had to overcharge for the tax amount and with the expectation of having to file extensions penalties. The tag and registration has come in, but we still have not recieved a refund on any of the overpayment amount.Car also has had issues with second key not being registered and none of the auto locking/unlocking abilities working except on the rear passenger side of the car. Have reached out via phone and email to both salesperson and manager of dealership and have not heard back from either on either issue.

  Business Response

  Date: 07/23/2024

  Good Afternoon BBB Team,
  

  I wanted to update you on the current status of the refund issue concerning *******************************. I have called and left a message for him and am awaiting a response.
  

  According to our internal records, a refund check was mailed out in April 2024. Once I get in touch with the customer, we will verify if the refund was received. If it was not, we will place a stop payment on the original check and issue a new refund.
  

  We are committed to addressing and resolving customer issues promptly and locally. Thank you for your patience and understanding as we work to resolve this matter.
  

  V/r,
  ***************
  General Manager
  AUDI ARLINGTON
  Main: **************
  Direct: **************
  ******************
  Arlington  VA  22204

• Initial Complaint

  Date:02/29/2024

  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.

  11/10/23 purchased new 2024 Audi Q5 after see*** AudiUSA advertis*** "standard equipment" remote start via the Audi App (********************************************), confirm*** with salesman remote start function on model and car I was purchas*** (Monroney sticker only notes the App, included not the particular functions of the App as there are several levels)11/20 complained at dealership that function not on app. Salesperson couldn't figure it out & called Audi Experience (responsible for **** ****** couldn't figure it out so they elevated it to a "Tier 2" ticket 11/28 No word so I went back to the dealership, met with my salesperson who was "sure" it was on the car, but couldn't get it to work, nor could several others so they filed a 'zy" ticket 12/7 was officially notified function not on the car by both ******************** Series of calls, visits, emails - mostly initiated by me as both dealership and AudiUSA unresponsive - finally result*** in contact with GM on 1/2/24 As of 2/12 GM work*** with AudiUSA and advised likely exchange of purchased car for one with function with little to no monetary impact to me 2/16 *************** *********, Rep called to advise an 'even exchange' wasn't an option & offered an ********* Certificate. Advised AudiUSA not will*** to assist; claim *** "fine print" clarify*** function not on model. I asked to see it before accept*** anyth***, 2/19 Received email & call from Rep with estimate for approx $18K from me + the car I purchased 11/10 to 'exchange' for car with the function. I declined & suggested look*** for other options. Asked if requested info from AudiUSA had been provided - it has not. Rep indicated he would talk with AudiUSA to try to get the info. Suggested I do the same, but situation had been go*** on a long time (I couldn't agree more) & wanted to get it resolved & this was best offer dealership could make - for me to give them another $18K and my car for a total of $78K to resolve their error.

  Customer Answer

  Date: 03/05/2024

  --------- Forwarded message ---------
  From: ******************* <*******************>
  Date: Sun, Mar 3, 2024 at 4:16 PM
  Subject: Complaint 21315842.
  To: <*********************************>
  

  
  
  

  Good afternoon,

  
  

  This issue is now resolved, but not by. Audi Arlington.  
  

  
  

   On 2/16/24 *********, the corporate owner of Audi Arlington advised me that Audi of ******* was not going to engage to resolve the issue.  On 2/19/24 ********* made me an offer; provide them $18,000 and my car and they would trade for a vehicle which had the feature I thought I was getting when I purchased my new car. 

  
  

  On 2/20 I spoke with Audi ******* and found out they had not declined to participate in a resolution, but no longer would work on the resolution via Audi Arlington.  

  
  

  On 2/29 I picked up a new vehicle with the feature I thought I had purchased with Audi Arlington, at ************* - at no cost to me.  Audi ******* covered the difference in cost.  The experience at ************* was excellent.  They were everything Audi ******** wasn't; communicative, timely, and customer oriented.

• Initial Complaint

  Date:02/15/2024

  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 dropped off our Audi S5 on January 31, 2024 for oil change and balance. Car was purchased at Audi of Arlington in 2013. It has always been serviced here. Shortly after dropping off we received a call that tech could not find the wheel lock key. This was a surprise in that we've never received a call like this after countless tire rotations. Our first thought was previous tech did not replace.Dealership quoted the price of ****** to purchase the key that would allow tech to remove tires.We reluctantly agreed to pay the money.I picked up the car 2 days later. Once ****** pulled the car up, the first thing I need was open the glove compartment. The wheel lug nut key was in place and we have no idea how tech could have missed this. I have a picture to show glove compartment and key.I thought great! Dealership will refund the ******. We got a call the next day that basically said they would not refund. They needed us to drive back to the dealership after getting the call that they could not find the key. We assumed tech was competent enough see the key in the glove compartment if it was a there and again assumed key must have been missing.I have made calls to the ** office and ********************** but no returned calls. I can't believe I even need to take the time to file this complaint. Any help would be appreciated. Thanks!******************* and *******************

  Business Response

  Date: 03/05/2024

  Good afternoon BBB Team,
  
  I want to inform you that I have contacted the customer. After discussing the issue with them, we have decided to issue a refund of $218.13. I spoke to *******************, and due to the missing digit in the complaint number, it took a little longer to respond. However, we have addressed this matter with the customer. Please feel free to reach out if you have any questions or concerns. This response was complete and responded back on 19 Feb 2024. Also the customer has already received the check and refund for $218.00. Thank you.

   

  V/r,

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

  General Manager

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising 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 HAVE IMAGES OF THE BUYERS ORDER, SCREENSHOTS OF TEXTS, CREDIT CARD STATEMENT, ETC UPLOADED/ATTACHED WITH THIS COMPLAINT VEHICLE VIN ***************** I want to file a formal complaint against Audi Arlington for deceptive business practices I want Audi Arlington to honor the sale of the above referenced vehicle at the advertised and agreed upon purchase price of $19,500 Timeline of Events Friday morning 12/8/2023 I contacted Audi Arlington online to inquire about the availability of the above vehicle listed on their website for $19,500. I received a reply communication via text from a salesman named **** **** (###-###-####) at Audi Arlington starting at 10:03 Central Standard Time. We texted throughout the day finalizing my agreement to purchase the car at $19,500. I have included screen shots of the text exchange below. Arya sent me a buyers order (see image below) and stated I could place a $2500 deposit on the car to hold it until I could make flight arrangements to pick up the vehicle (I live in Kansas City). I paid the $2500 deposit using the CREDIT CARD AUTHORIZATION FORM which I completed and returned to Audi Arlington via email on 12/8/2023 at 3:31pm Central Standard Time. Audi Arlington ran my credit card for the $2500 deposit. I have included a copy of my ******* *** Credit card transaction showing the $2500 charge which posted to my account on Saturday, December 9th. I scheduled my nonrefundable flight to Arlington on Saturday, December 9th and texted the flight information to my Audi Arlington sale representative **** **** (the flight is for Saturday, December 16th---see image of flight info in the text messages pasted below). Tuesday, December 12th at 9:44am CST I received a voicemail from Jae Yang who identified himself as the General Manager at Audi Arlington and stated he needed to discuss the car purchase with me. Tuesday, December 12 at 10:05am CST I called and spoke to ** **** who literally stated: “We have done more research on the vehicle you agreed to purchase and have determined it is a rare 6 speed manual which makes the value higher so we are increasing the selling price of the vehicle from $19,500 to $23,495.” He then told me I could pay the extra $3,995 and he would be happy to sell the car to me – even though the car was advertised on multiple sources at $19,500, we already agreed to a sales price of $19,500, I already received my Buyers Order for $19,500, I already paid a $2500 deposit to hold the vehicle at $19,500 and I already purchased my flight to pick up the vehicle. Again, I want Audi Arlington to honor the sale of the above referenced vehicle at the advertised and agreed upon purchase price of $19,500 I appreciate any help available. ***** ******

  Business Response

  Date: 12/29/2023

  Good Morning Team,

  I trust this message finds you well. I am writing to inform you that after several discussions and negotiations, we have successfully resolved the issue regarding the purchase price of the unit you were interested in. I am pleased to confirm that the company has decided to honor the original price that you initially saw and agreed upon. We understand the importance of upholding our commitments, and we appreciate your patience and understanding throughout this process. I want to express our gratitude for your cooperation in reaching an amicable resolution. Your satisfaction is of utmost importance to us, and we are committed to providing the best possible service. If you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out. We value your business and look forward to serving you again in the future.

  Thank you for your understanding and cooperation.

  V/r,
  ***************
  General Manager
  AUDI ARLINGTON
  Main: **************
  Direct: **************
  *******************************
  Arlington VA  22204
  

  Customer Answer

  Date: 01/13/2024

  After very helpful discussions with Audi Arlington General Manager ***************, my dispute was resolved to my complete satisfaction which has resulted in an overall very positive buying experience. *** and his staff were very attentive to my needs during my purchasing experience and have continued to help with after purchase details such as assistance with vehicle registration. In addition to the service offered by ************, my sales reps ********************* and ***************** were communicative and helpful throughout my purchasing process.  I would be very comfortable making another vehicle purchase from ***, ****** and *****

• Initial Complaint

  Date:10/11/2023

  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.

  My tire blew out on Oct 5. I dropped my car at the dealership that night and received a call the morning of Oct 6 saying tire would be repaired Oct 6 by 1pm. When I arrived the tire was not fixed. I left for a flight and was told it would be fixed and service manager would contact me. I did not hear from anyone Oct 7. Oct 8, I called to confirm my car would be ready I arrived. Was told they lost my key and car was not ready. Arrived back in DC at 4 and called again. Was told tire was replaced and ready to pick up. Was called back while I was on the way and was told tire was actually not replaced b/c it was on back order. I arrived at the dealership and got a loaner and went home. Was told ************************* would contact me. Yet again, he did not. Received no contact Oct 9. Oct 10, I contacted dealerships GM and briefed him. He apologized and said he would take care of things. Also discussed video dealership sent Oct 8 advising I need to replace all 4 tires. Told he I needed to do that if that's what they recommended. He said I would receive an invoice to approve with the price. I never received that invoice and never signed off on price of work. Oct 11 I received a call that car was repaired finally and then I received an invoice for a price I did not agree to and was not given to me prior to work being done. I went to the dealership and spoke to ***** in person. I requested to see where I signed off on the price and work to be done. ***** spoke to service advisors and came back knowing no such document existed. He advised that if I did not pay him, he would keep my car and I could sue him for it. I advised ***** that we do not have a legal contract that he can keep my car for as the repairs were done without negotiating price and agreement to terms. Having no option as he also demanded the loaner car back immediately, I paid the invoice.

  Business Response

  Date: 11/13/2023

  Good Morning BBB,

  I wanted to provide you with an update regarding the recent complaint that Audi Arlington received.
  
  Upon receiving the complaint, our team promptly reviewed the issue and reached out to the customer on October 30, 2023, at approximately 1600. Following a constructive conversation, we mutually agreed to resolve the matter by issuing a refund of $100.00, equating to $25.00 per tire. It's worth noting that, as a gesture of goodwill, we had already waived the charges for a 4-wheel alignment during the customer's initial visit to mitigate any inconvenience caused.
  
  On November 10, 2023, we obtained the customer's correct address, which differed from the information we had on file. We would like to inform you that the check for the agreed-upon refund is currently in the process of being issued and will be sent out later this week.
  
  Maintaining transparent communication with the customer has been a priority, and we are pleased to report that discussions have been ongoing.
  
  Should you have any questions or concerns, please feel free to reach out. We appreciate your attention to this matter.
  
  Thank you for your understanding.

  V/r,
  ***************
  General Manager
  AUDI ARLINGTON
  Main: **************
  Direct: **************
  ******************
  Arlington  VA  *****

  Customer Answer

  Date: 12/08/2023

  I spoke to Audi Arlington and they agreed to resolve, however, the agreed to steps have NOT been taken by them and the issue is not resolved yet. 

  Business Response

  Date: 12/13/2023

  Good Morning BBB,
  
  I hope this message finds you well. I wanted to bring to your attention a situation regarding the customer's check / refund. There are currently two addresses on file, and unfortunately, the account department mistakenly used the original address on the recently issued check.
  
  To rectify this, the account department has promptly stopped the initial check and issued a new one, which will be sent to the correct address. We have already notified the customer via text about the situation, and to provide assurance, a copy of the original check has been shared with them as proof.
  
  While we didn't intend for any delay, I want to assure you that the matter has been addressed promptly. Please feel free to reach out if you have any questions or concerns.
  
  Thank you for your understanding.

  V/r,

  *** ****