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:08/22/2024

  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.

  Yes owning a Porsche is nice; however, purchasing from the ****** GROUP is not. In fact out of the MANY vehicles I have bought in my life, this has been by far the worst experience I have ever had. From service, to finance, to simply walking into their showroom is 100% manipulation and condescending. I walked into the Porsche Showroom in my work attire and instantly was ignored for 15+ minutes. Not a salesman, Finance Manager, nor Sales Manager gave me the time of day. Clearly because I wasnt dressed of the demographic to own a Porsche (Work Attire.) I walked into the general sales managers and office and she told me they did not have time for me snapped her finger and had a salesman walk me to **** for them to answer my questions. I felt very discriminated against, bullied, and victimized. Never judge a book by its cover. I may have been in work attire but I can assure you Im more financially set than almost each and every person in that room! Disgusting. Once arriving to **** and demanding a manager the manager claimed he hears this from the Porsche side of the dealership often. Sickening!!!!!!!!! No one deserves this. After building a relationship with the finance manager at ****, I actually felt like I was in good hands. Turns out it was ALL broken promises, lies, and an easy way to kick the can and hope I forget about what I was endeavoring. This dealership owes me over $5,000 rightfully and its been two months and I still have not received this money. Clearly this dealership does not want the chargeback; however, this has left me victimized by the ****** *********** I will be working diligently to get this resolved with the Attorney ******************************* With my time, efforts, and discrimination this dealership now owes me much more than $5,000. I wouldnt recommend this dealership to my worst enemy!! Any consumer planning to purchase from this dealership should be inactivated for their financial loss and fraud on behalf of this dealership.

  Business Response

  Date: 09/03/2024

  We have reached an agreement with this customer.

  Customer Answer

  Date: 09/03/2024

   
  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.
  
  Sincerely,
  
  *****************************

• 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.

  I am filing a formal complaint requesting a refund for the wheel/tire protection plan that was grossly misrepresented by the salesperson. I was explicitly told that the plan would fully cover wheel and tire repairs or replacements, but upon review, it only provides partial coverage with a lifetime limit of $800. Additionally, I was assured that windshield damage would be fully covered and replaced at no cost if unrepairablethis too has proven to be false.This protection plan, which cost me $1,870, is essentially worthless and I feel profoundly deceived. I demand a prompt resolution to this matter.

  Business Response

  Date: 08/02/2024

  Although your understanding of the coverages is inaccurate, we would happily cancel these coverages.  You'll need to come to the store and sign to authorize their cancellation.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22061717
  

  Despite multiple attempts to seek clarity and schedule an appointment to cancel the coverage for a full refund, I have found myself endlessly transferred and stonewalled. Over the course of five calls during business hours, I have been pushed around and denied access to any management who could actually address my concerns.
  
  The whole experience has been incredibly exasperating. All I want is to understand the message they sent and move forward with a clear resolution.
  
  Could you please provide the name or contact information of the person from the business who responded to our inquiry? I need urgent answers to the following questions:
  1. Does their message indicate a willingness to issue a full refund?
  2. If so, who should I contact to arrange an appointment?
  
  I am desperate for a straightforward resolution. Thank you so much for your time and understanding in this matter.
  
  Best regards,  
  *****************

   

  Business Response

  Date: 08/07/2024

  Some of the items you purchased have been installed on your vehicle as arranged by you.  Those are NOT refundable.

  You may come to the dealership, see the receptionist or any staff available and you can sign to authorize the cancellation of the other items.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to resolve a sales issue with Audi Tacoma for over the last 4mos and am still struggling to get a response from the dealership that reasonably resolves the misrepresentation of a complimentary charging package that was communicated to me and resulted in me signing a lease contract under false pretenses. I drove off the lot with a Q4 e-tron Memorial Day weekend after being told that the lease would include 3yrs of free fast charging via Electrify America (the entirety of the lease). I was surprised to discover about a month later while attempting to charge that my account only had 250kWh of complimentary power and I had already exhausted it.I want Audi Tacoma to honor what was falsely communicated to me about my charging package with a solution that recovers both the lost financial value and convenience of not having a 3yr complimentary fast charging package. I reached out to Audi Tacoma for the first time about this issue on 7/23 and I have in writing from the sales associate, the sales manager, and the new GM, confirming this charging package was falsely represented to me. I would not have signed for this car without the 3yr complimentary charging package.The new sales manager, ***, finally returned my call on 8/31, offering me a $250 credit. My understanding from him is that my Electrify America account can't be reset with 3yr unlimited charging, so I have asked for 250kWh per month value ($250) for 3yrs since this is how quickly I used the initial package, making this total just over $4000 according to his math. I reached out directly to the new GM, ****, and his updated $750 credit offering is not remotely close to what was promised to me for the e-tron. This will not cover a single year of charging when the communicated package was for 3yrs unlimited. The solution to this significant misrepresentation must resolve both the financial loss AND convenience of the charging package.

• Initial Complaint

  Date:03/22/2023

  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.

  We purchased a used 2021 Audi RSQ8 on June 18th 2022. This is an ultra high end vehicle that we took a great deal of time considering the purchase. We visited the dealership multiple times and viewed the vehicle in detail. We paid a little over $140,000 for this vehicle. We absolutely love the car however Audi of Tacoma Failed to disclose key features that were not available to us as the vehicle was native to ******. These features are Audi Connect (a high tech software that connects you to your car from anywhere in the world. You can lock and unlock the vehicles doors, check vehicle status, track the vehicle, also valet mode etc. These are features that had they been disclosed as unavailable, we would not have bought this car for even a substantial discount. This vehicle is our daily driver and not having the ability to make sure the doors are locked when at dinner with the family really bothers us as it is supposed to be a functioning feature of this car. There are many times we wake up at night and instead of grabbing our phone from the nightstand and opening the Audi connect application to ensure the car is locked, we instead have to get up, get dressed and go outside to make sure (these cars have very short range on the key fob to keep thiefs from hacking the signal and copying keys.) We feel defrauded as this was a major part of the sales pitch of the car. Our sales reps didn't know it wouldn't work as Audi of Tacoma did not train him on this. In fact, his manager and ** didn't know until our concerns were brought to their attention. Again, we would not have bought this car if this was disclosed to us. Not even discounted by $20k or more.The next feature that is not avail is ********** This was also a major part of our buying decision as ********* is prepaid maintenance that is about half the cost of paying as you go. (this is an ultra luxury vehicle that is very expensive to maintain and again would not have bought knowing this was not available.) Next is the warranty. We tried to get our car into ******** for service because Audi was backed up in Tacoma, Wa and we were told by ******** Audi they couldn't do any warranty work (there was a safety recall) due to the vehicle being a ******** car. Again not disclosed to us. We asked Audi of Tacoma to buy the car back and get us a new one and they refused. They say they will give us fair market trade in and sell us a new one at fair market price (in other works treat us as any new customer buying a vehicle.) ******************** did offer to install an aftermarket keyless system that tracks the car but we do not want aftermarket fearing warranty issues and also lost value in the car with cheap aftermarket electronics in it. I was notified on Friday March 17th by the ** of Audi of Tacoma that their final offer is to take our car in on trade in and buy a new one (losing tens of thousands of dollars) or accept the 3rd party device install. He also stated that they will consider my "no response by the end of March as my concerns being resolved."They have shown zero empathy for us being defrauded rather it was intentional or not and has failed to show good faith in a manor of making us whole with the vehicle purchase. The ** of Audi of Tacoma, Wa has been difficult to communicate with as he continues to play it off as if its not a considerable issue and that the value of the car is the same; he's never seen one sell for less etc etc etc. Never sincerely trying to make it right for us. We were screwed over by Audi of Tacoma and have full intention of getting what is right for us. Notes for special consideration. Our sales rep had us come in to the dealership 2 times to try and get Audi connect working as he was not aware of this issue. He was not at fault, he in fact tried hard to get it working before finding out under no circumstance will it ever work as the *** number is ******** and will not ever be available in the US.

  Business Response

  Date: 03/22/2023

  Unfortunately, we have not been able to come to a resolution.  As of today, the customer stated they will seek litigation. At this point, there will be no further comments made. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19633279
  
  I am rejecting this response because:the only reason litigation is necessary is because ****** Audi of Tacoma has shown absolutely zero responsibility to the damage caused by their mistake on this car purchase. We have simply asked for them to make it right and buy the car back and get us a different one with out financially impacting us beyond the initial purchase. Audi just keeps playing it off as its not a problem and no biggie. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  It appears the customer's statement he had retained legal representation was false.  Our position is there will be no refund.

• Initial Complaint

  Date:03/14/2023

  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.

  My 2019 Audi Prestige A6 has a nationwide manufacturing recall for the starter/ alternator part that Audi calls a startenator which because of the suddenness of the recall, my car can be out of commission for six months because of back order issues. The part failed on me while driving at highway speed which almost caused me to have an accident. Since taking my car to Audi of Tacoma, they have acted like this is an inconvenience to them. They have my car stored outdoors once they located it from the towing company which I had to drive 40 miles to their dealership to find my car which was parked right out in front of their service department and the keys had been turned in by the tow truck, driver to their service advisor. I just want to bring this to the attention of the BBB because I certainly cant be the only ones receiving this terrible type of customer service and I am assuming you will see many more complaints coming in.

  Business Response

  Date: 03/24/2023

  The customer's startenator is on a national backorder, we do not have an updated eta at this time. 
  However, we have finally begun receiving them regularly and are repairing vehicles in the order of arrival. 
  Please know we realize how big of an inconvenience this is and appreciate patience and understanding. 
  If you have any questions in the meantime feel free to reach out to our *********************** Service Director at ************************

  We also want to take a moment to apologize for the mix up with the keys at drop off and corrective measures have been taken.

• Initial Complaint

  Date:03/01/2023

  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.

  On octobor 11th 2022 i took my 2013 audi S6 in yo the dealer for a factory warrenty recall. At that time they found a check engine light. I informed them it was a corilation issue and would cost 15k to fix. If it was not covered under my extended warrenty through sound credit union myender 100% i can not afford the repair. Over the next 5 months my car has been taken apart and disassembled WITHOUT my informed consent. The service writer lied and said ******** would cover it i just have to say yes. when i received transcripts from ********, It stated that the service writer told route 66 i authorized 10 hrs of diagnostics. At **** dollars. Only after they have removed the engine from my car and taken it apart do they reach out and tell me that ******** said they would only cover 5k (i was informed of this on 1-3-2023) the transcript i received from ******** states that the service writer was informed of the 5k limit on 10-26-2022. The service writer was fully informed about NON coverage before my car was disassembled. After months of being promised the car "next week" i spoke with the service manager and demanded a car because of the time they have mine. I was given a 2023 A3 (hate driving other peoples stuff) ive had this car for 30 days now. And yestwrday 2-28-23 i find out the service manager working my car quit. And the lieing has started back up again. Im upset, my car was taken apart without my approval and for six months now (60hr repair) they have been lieing and will not return my vehicle back to me. I told them to take the 5k from ******** and just give me my car back broken. Still getting lied to and given excuses for why i cant have my car back.

  Business Response

  Date: 03/12/2023

  Mr. *** has taken possession of his vehicle as it has been repaired. Even though Mr. *** has an extended service contract on his vehicle, it only covers a maximum of $5,000.00. Throughout the course of repair, there were employee changes that have occurred which probably added to some of Mr. ***** stress with the situation which was handled appropriately per the requirements of his extended service contract include to diagnosis and video submission. Mr. *** was provided alternate transportation during the repairs even though Audi Tacoma has no responsibility to do so and his warranty only covers a minimal few days.Mr. *** received as goodwill from Audi Tacoma of several thousands of dollars of assistance to his vehicle getting fixed that his warranty did not cover even though he has attempted to negativity effect the reputation of Audi Tacoma,something we take with great pause. 

  Customer Answer

  Date: 03/12/2023

   
  Complaint: 19518526
  
  I am rejecting this response because:

  So i got the car back! 
  *sigh*
  Timing chains are fixed and only the engine is operating within its normal performance range. 
  
  
  When they got the car my only faults were timing chains, evap, engine mount. Everything else was mechanicly sound.  I had gone through the undercarage and addressed all issues so the car was 100% secured underneath.
  
  
  The week leading up to audi getting the car involved me changing out PF cv axle, both Passenger side wheel bearings (******************* damaged them). As well as i performed the transmission service, engine oil service and secured all of the belly pan covers. The alignment done by ******************* and it drove perfectly.
  
  
  When i received the car i was told its ready to go and no Check Engine Lights (CEL), you do have an air bag light (did not go into the shop with that issue) BUT "that has nothing to do with what we worked on." (Then tells me "it happens from starting the system up wrong". *um you started the system when you reconnected power* < *just my thought*>) and the steering column is crooked.
  
  
  I received the car from them, and first stop was a gas station. Within 5 miles of driving the steering column Telescoping stops working and and i have a CEL for the steering column.  Make the 55 mile drive to the house, i text *** (service writer) and let him know what happen. His responce was new boss said bring it in no problem. 
  
  
  Next day after washing the car take it back to audi 55 miles, during that drive i hear two loud bangs from the drivers wheelwell while north on I-5. When we arived at audi i could smell burning rubber, found the belly pans missing on the drivers side and the wheelwell liner resting on the tire and melted down.
  
  
  When i expressed what just happened they took no responsibility and i had to ask the tech to secure it because the service writer wouldn't. I was given my car and told to have a good trip!
  
  
  Within the next 60 miles i have heard loud clunking noise coming from the subframe to main body connection. (Has to come apart to get the engine out). As well i can hear flapping from underneath, and on the last 3 mile stretch when i turned i could hear what sounded like a hollow pipe bouncing off the drive line knuckle.
  
  
  In short this car is unsafe to drive and has a bunch of issues it did not have before. Yes the chains are fixed but i have to put it on stands and take it apart to find whats broken and wrong. 
  
  
  If they wouldnt of touched my car i would have a safe reliable car that was limited to 210hp. 
  
  
  Now i have a car that will break down before i make it to the grocery store.
  
  
  I am going to take pictures of what i find and get parts coming. Let me know what you think, should i go after this? Should i take the 12k in repairs and dress my wounds and move on? 
  
  
  After 6 months and how my car is now im very let down and afraid to let them touch it again.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:12/28/2022

  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.

  i bought a used Audi from this dealership for 36k and they sold it to me with the tint bubbled, a crack in the windshield and yellow paint on the wheel well. i asked them to fix it, dropped off the vehicle and when i went to pick it up the following day, i realized that there was a new crack in the windshield that wasnt there before. the General Manager ****** argued with me and said it was done when it was in my possession and he wouldnt pay for it. he argued with me, was so unprofessional and said he wouldnt help me. the next night, the lights on the inside of my car would randomly turn on and off. upon looking up, i realized there was water coming out of the vehicles lights from my roof and dripping onto the dash and soaking the electronics of the dash. i went to the dealership a 3rd time and said i would like to trade in the vehicle for a new one, and they said they could only give me 30k for the vehicle. i had only had it in my possession for 6 days and they not only refused to give me what i paid for the car but would only give me 6 thousand dollars less than i had paid for it. i have never been treated so poorly or experienced a more unprofessional establishment

  Business Response

  Date: 12/30/2022

  We have resolved this customer's concerns to her satisfaction.

• Initial Complaint

  Date:12/09/2022

  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 did an out of state purchase on a new Audi S8 from this dealer. As part of this transaction, the dealer was paid in full for ***** Sales tax and registration. When the dealer sent the registration and sales tax payment to the ** DMV, they made out the check to the wrong entity, and they would not accept it, forcing me to pay (again) the Sales tax on the car to register the vehicle. Audi of Tacoma communicated they would cancel the original check, and send a replacement to me, but that hasn't happened. They owe me more than $8500 from the double sales tax payment and I would like it returned to me.

• Initial Complaint

  Date:09/12/2022

  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 had an appointment on august 3rd, to diagnose my car for a noise in engine. On the 5th they came back with a failing timing chain adjuster and a quote of $3283.04 plus tax to get it fixed which we agreed to for the repair. Estimated completed fix was following week. On the 12th we received a text letting us know that they were still fixing the issue and by Monday we would have a better day of deliver. On Tuesday the 16th we had to ask about the progress they didnt reply until the 17th and now they claimed that other parts were needed and that would add on another quote for additional $2473.22 plus tax. They insisted that it needed to be replaced otherwise the car was not drivable. But when we dropped of the car there was no driving issues no check engine light no excessive rattling under the hood. We hesitated at first having a big jump from initial quote. On aug 23 they send another quote that came to $4203.69 plus tax that they would replace timing chain adjuster and the Cambridge but not the camshaft and it would be less expensive but they would not warranty the noise engine would be fix. And that was our only reason for the shop diagnose. On august 24th we decided we needed to get the car fix and authorized the repairs. New quote for everything getting fix was send on the 25th $5756.26 plus tax. We made sure to ask that the engine noise would be fix. On sep 7 we ask for an update on the car. They reply on the 8th that there was still an issue with the engine and now there was metal in the engine and they couldnt save the engine and now we needed to replace the engine and that cost is between $15-16 thousand. And now my car is not drivable and if we didnt replace the engine they already have a technician that wants to buy it as is

  Business Response

  Date: 09/23/2022

  The client is correct they did bring there vehicle in on August 3rd we did confirm the noise coming from the front cover.  After removing the front cover to begin replacing the timing chains we found the cam bridge broken and scoring on the camshaft I have pictures. After further inspection we found 1 rocker arm completely broken another rocker arm pressed against the cylinder head completely destroying the journal that's when we found metal thru out the engine. The shop ******* thinks the engine had to be over revved since its a stick shift that caused this much damage. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18015255
  
  I am rejecting this response because:my car was brought in drivable with out any check engine and no issues while driving 
  
  Sincerely,
  
  *********************************