ComplaintsforAudi Spokane

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Tiguan from AutoNation Volkswagen. It has a warped axle. It was either not noticed in the pre-purchase exam, or was noticed and ignored- Im not sure whats worse. After writing a review on ********* I was told the ** wanted to talk to me and was given a number for Volkswagens phone tree. I talked to someone who said the managers were all busy but was assured someone would call back by the end of the day or the next day. That was two weeks ago.

  Business response

  10/11/2023

  Thank you for bringing this concern to our attention. The management team has agreed to cover the expenses of the replacement of the customer's CV axle. The customer has been provided an estimated timeline of repairs. 

  Thank you. 

  Customer response

  10/17/2023

   
  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

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23, 2023 I purchased a 2016 Audi Q5 TDI from AutoNation Audi Spokane. Mileage on the car: 37,411.I picked the car up from AutoNation on and July 10 the check engine light immediately came on as I drove out of the AutoNation parking lot. I drove back to AutoNation and showed this to the AutoNation Service Advisor. While he was in the car the check engine light went off. He suggested I keep an eye on it and if it came back on I should make a service appointment. It did come back on and the car performance was poor, faltering now and then, feeling like it was starved for fuel. 7/13/23 emailed ***************************, the AutoNation sales associate I worked with, regarding the Q5 faltering.7/17/23 emailed *********************, the After Sale Director, copying the same message I sent to ******. I made an AutoNation service appointment to have the problem evaluated and fixed. The appointment was scheduled for 8/1/23. 8/1/23 Mileage: ******: I dropped the car off at AutoNation for service. 8/11/23 Mileage ******: I picked the car up from AutoNation. They replaced the *** cooler.8/14/23 I requested a CarFax. CarFax report has several notable entries:7/29/2020 23,285mi: AutoNation began servicing this car.9/29/2020 23,942mi: Maint. inspection complete, *** system serviced.6/27/22 35,315mi: Maint. inspection complete 7/22/22 35,574mi: Maint. inspection complete 10/15/22 36,832mi: Maint. inspection complete 10/28/22 36,971mi: Intake manifold gasket(s) replaced. NOTE: no mention of *** valve replacement the Service Mgr mentioned to me on 7/10/23.8/14/23 ******mi Intake manifold gasket(s) replaced. NOTE: there is no mention of the *** Cooler being replaced, though it was.On test drives ****** assured me the car had been fully inspected by service and was sound. All prior maintenance and replacement work should have been disclosed so I could have made a decision not to buy.The solution to this issue: return the car to AutoNation and receive a full refund of $33,173.57.

  Business response

  09/01/2023

  Thank you for bringing this concern to our attention. The management team is currently working with the customer to come to a resolution. 

  Thank you. 

  Customer response

  09/11/2023

   
  Complaint: 20523743
  
  I am rejecting this response because:

  The response from AutoNation did not meet my requested remedy. Their offer to purchase back the vehicle falls short of my expectations and ends up costing me nearly $6000 to "sell back" a vehicle that they represented as being such a good quality that it garnered the top ***** Blue Book value when I bought it. It very quickly proved otherwise. When I learned just how often the car had been repaired for the same issue I alerted them of my concern. Their explanation of rejecting a full price return was that my request came after the 5-day return period had elapsed. They were unwilling to consider anything but a "purchase" of the car back from me at a discounted price.
  
  Sincerely,
  
  *********************

  Business response

  09/20/2023

  A formal resolution has been reached with the customer who has agreed to the solution. 

  Thank you. 

  Customer response

  09/27/2023

  I have returned the car to AutoNation and accepted a refund amount about $3000 less than I paid for it.  Although I am unhappy with the outcome of this transaction I am relieved to not be dealing with AutoNation any longer.  I doubt I will ever be a customer of ********************** in the future. The ****** learned here for me is to not trust what the sales person is telling you about a used vehicle's reliability. It's incumbent on the buyer to dig out all the service history, make calls and ask questions about what the repairs really were.  Entries in CarFax can be cryptic, incomplete and misleading.

  I don't like either of the choices you offer for me to select from.  I am not satisfied but I am not longer pursuing a different outcome.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Audi Auto Nation on April 19th 2023. Before leaving the dealership we noticed the front bumper was damaged. *******************, said not to worry. The dealership will replace it. He would order the part and call me when it's time to bring the car in. To this day no one from the dealership has called me about replacing the bumper. I called 2 weeks ago and spoke to someone in the parts department, who told me he ordered the bumper a day before me calling Which is odd, since it should have been ordered back in April. Now, calling to see if it has arrived. My calls go to voice-mail. Today, is July 21st, 2023. I have been calling the dealership for weeks asking for a temporary tag to place in the window until permanent license plates arrive. Only, to be told someone would call me back. Again, not one person has called my phone number. The tags that were place in the back window on April 19th expired June 3rd. We are now at the end of July. With no one from the dealership showing concern to even return my calls or emails. It has come to the point when I call the dealership my calls are forwarded to voice-mail.

  Business response

  07/31/2023

  Thank you for bringing this concern to our attention. The customer has been in contact with the dealership directly and their vehicle is undergoing repairs as the necessary parts have arrived. 

  Thank you. 

  Customer response

  08/03/2023

   
  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

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a conversation I had with Audi Spokane chat feature earlier today on behalf of my girlfriend ***** and again no action was taken by this company for us not even a return call and to further treat us like garbage I called myself and spoke to a gentleman and he was unfamiliar with our vehicle and put me on hold to retrieve the young man who has been assigned to our vehicle and I sat on hold for over 20 minutes and finally gave up and hung up and this is just getting out of handled and for over $1200+ dollars we have paid for repair services that were not satisfactory nor complete the first time and we suffer monetary loss along with general life struggles without that vehicle and after a week and a half all we have heard is that he would try to get us an appointment slot for this Friday today after telling me that was possibly only availability which was a lie because I got an appointment made for Wednesday at 7am with their online schedule program and Im so disgusted with the service that we have received and we need her vehicle returned with the repairs already paid for complete and explained what has taken a week and a half and no communication with us and Im reaching out on behalf because ***** is now concerned that this business will sabotage her vehicle for future failure and we wouldnt be able to know if they would do that which is a huge concern in filing this complaint but I have never seen or heard a business that claims such high marks for service and taking care of their customers give us the experience we have received and now we fear they will seek revenge towards us for having to take this route to get some answers!

  Business response

  04/06/2023

  Thank you for bringing this concern to our attention. 

  We have been in communication with the customer directly and are currently addressing their concerns.

  Thank you,

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2021 Audi Q5 on 7/02/22 - the vehicle had a small cracked windshield that grew in size the 20 days that I have had the vehicle. Audi Spokane reassured me and it's in writing that the windshield will be replaced without a cost to me. About a week ago, they said that they are going to get Safelite Auto Glass to contact me so that I am able to schedule a date and time on the windshield replacement that the dealership is paying for. I have tried to contact numerous times the past week to Safelite, asking if the dealership have given them my information, they informed me that they have none of my information. I contacted the sales manager at Audi Spokane, he reassured me that Safelite has my information. I still have not yet gotten a call from Safelite as of today (7/22/22) to secure an appointment for the replacement. I even contacted the sales manager again on (7/21/22) because he told me he would call me back to follow up with me; but there was no answer when I called nor a return call from him. This is getting to be a safety concern and I would like Audi Spokane to take care of this matter immediately like they had promised.

  Business response

  07/27/2022

  Thank you for bringing this concern to our attention. 

   

  We apologize that Safelite has not been communicating effectively with the customer as they were provided all the required information. 

  The customer is scheduled with Safelite for Friday at the Spokane Valley shop for repair. 

   

  Thank you. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from auto nation subaru, and the finance advisor asked what protection I would like I said just gap insurance that is all he confirmed with me and held his hands over the papers I signed telling me its just gap insurance, turns out he threw every protection on the car, his name is *******. I ended up contacting their GM **** and he proceeded to say his employees don't do that and to go F myself. and im not getting a refund on anything even though the day after I left the dealership i contacted them to cancel it and they said they would. It proceeded to not come off so i contacted them in person where they told me two of the coverages are non refundable, even though I told them I didn't want ANYTHING. they have scammed me and I am not financially in a good spot for this. I don't want the vehicle or anything to do with Auto Nation Subaru please help me out as I got treated like garbage and scammed out of thousands of dollars.

  Business response

  05/03/2022

  These are the signed documents from ***********************. I went through the *** menu thoroughly with him while purchasing the vehicle, nothing was covered while presenting as we are taught strict compliance within AutoNation. Majority of the documents are signed on the Ipad which makes it even more difficult to cover anything that is being signed. We were able to get him a better rate so he came in and resigned and when doing so showed him an option with the appearance and windshield package that we could fit within his budget still. Attached are the documents showing that he signed not once, but multiple times for the optional protection.   All refundable product was reversed  upon his request

   

  Customer response

  05/03/2022

   
  Complaint: 17113030
  
  I am rejecting this response because:I DID NOT SIGN ANYTHING ON AN IPAD AND THEY TOLD ME SPECIFCALLY THAT I AM JUST SIGNING FOR GAP INSURANCE THIS COMPANY IS A SCAM. Pretty disgusting they scam people and the ** told me to F*** OFF how is this business aloud to do this? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 14, 2022 I purchased a 2022 Audi A6 from Spokane Audi. Later that day, I realized that I was charged for additional maintenance plans that were not explained to me and added to to the contract without my knowledge. On Jan. 15th (the next day), I called the finance manager and said that I wanted to stop by that day and remove those items that I had no interest in. He said that it was best to wait 30 days to remove them. On January 21st, seven days after the purchase date I returned to the dealership and signed the purchase cancellation request for the four items which total $6,785.55. It has been over 90 days and I have received no refund. During that time I have been paying interest on that money and dont have access to it. Having purchased five Audis over the years and been loyal to the brand, its hard for me to believe that Im treated this way. Honestly, the thought of ever purchasing another Audi makes me sick.

  Business response

  04/26/2022

  Good morning,

   

  The Cancellations processed and issued to the lienholder, GESA. We will send the customer an email right now with the details of each refund. 

   

  Thank you. 

  Customer response

  05/18/2022

  My complaint has finally been resolved in full.  Thank you for your assistance in the matter.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 9, 2021 we had our **** Q5 serviced for the first time after buying it. we were advised by the service center that there was a recall on our car, however they do not have enough time to fix it. They advised to make an appointment. We live 2 1/2 hours away from **** and have been attempting to call **** for the last three weeks. We have left numerous voicemails with both service technicians, the service manager and the main manager of **** of Spokane. I have also called the service and the secretary advised she would give the message to them and have them call us back. We still have never received any communication From ****.. Our car had an emergency light come on saying that it was immediate to get to the **** dealership to get fixed. This is in relationship to the warranty work (Had checked by authorized mechanic of **** in Lewiston) that was supposed to be done. **** of Spokane is the only authorized company to do this warranty work. we are at a point that we are going to take it to an authorized mechanic so we can safely actually drive our car. We even purchased **** care, and it appears they dont CARE. what happens to you or your car.

  Business response

  11/19/2021

  I have just left ************ a message to help schedule a service appointment.  There are currently no open recalls on the Q5 and can be verified by entering vin# at either http://web.audiusa.com/recall/  or  https:vinrcl.safercar.gov/vin/   There is a software update that can be applied but process can take up to 4 hours. I can get an appointment for the ****** most any day between Tuesday and Friday to have completed. Our appointment books are full 2 months in advance but I will ensure they can get in. We will need to have the car for the majority of the day. Feel free to contact me at ************ to schedule. 

  Customer response

  12/03/2021

   
  Complaint: 16107982
  
  I am rejecting this response because:

  We did receive a call and a voice mail from Spokane Audi (****? phone number ************) 

  We have called back several times and have left 3 voice messages. Still no one has returned the call. We are going on two months now without anyone calling back or helping us schedule the service call appointment. 
  
  Sincerely,
  
  *******************

  Business response

  12/17/2021

  Apologies if this is not correct but I do see an appointment set for  10 Jan 2022 | 08:30 am. If this is not correct please let me know.

  Customer response

  12/20/2021

   
  Better Business Bureau:

  We did finally get someone to call and set up the appointment.  Thank you for helping out. 

  
  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

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/20/21 I purchased 3 F&I products (extended warranty, maintenance plan and windshield protection) at Audi Spokane located at ***** * ******* **** ******* ******* ** *****). ------- On 3/25/21, Per RCW 48.110.075 4(a), I requested, in writing, the cancellation/refund of the 3 F&I products. The total refund was to be $7,834.27. Regrettably, to date, the dealer has not fulfilled their obligation under Washington State law. ------- On 6/23/21 the dealer offered to pay the refund if we paid an additional sum of $827.91. We were surprised that the dealer required an additional sum to fulfill their obligation under RCW 48.110.075 4(a). This solution was not acceptable. ------- As of 7/30/21, the refund has not been issued despite many hours of phone calls, emails and trips to the dealer.

  Business response

  08/03/2021

           This is a valid situation that is in process and needs finalized. The cancelation is still in process as follows.
  The maintenance contract of $1305.71 was mailed to lienholder on 8-2-2021
  The service contract of $5297.99 is currently in check writing que and should be processed anytime (being sent to lienholder).
  The windshield protection is not cancelable but will be done at store level to provide customer satisfaction in the amount of $1230.57
  I have spoken with customer and will follow up with the status updates they are looking for.
  Any questions just ask.
  
  

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

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

  Customer response

  08/08/2021

  
  Better Business Bureau:
  
  Autonation HO and local dealer followed up. Awaiting 3rd cheque. Thank you.
  
  Sincerely,
  
  *********** *****

*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. ↩