ComplaintsforAudi Exchange St. Charles

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. We took our vehicle to this dealership on February 19, 2024 for routine maintenance at ****** miles.2. We picked the vehicle up on February 26, 2024 and immediately discovered swirl marks on the hood and body of the vehicle that were not present prior to us leaving the car in this dealerships care. We could tell that the vehicle had been improperly washed or handled to cause damage to it. 3. We contacted customer services via email and communicated with ***********************.4. After a frustrating exchange with **************, who took days to weeks to respond at a time, we requested a $500 voucher for us to seek independent paint correction services. ************** offered "to have [Audi Exchange's] professional detailer/paint correction that [our] service manager has used for 27 years and is approved by Audi of America to correct paint flaws...before we send out a voucher." 5. We brought the vehicle in on April 2, 2024 for the attempted repairs to the paint, as agreed. 6. When we picked the vehicle up on April 4, 2024, the damage was still evident. We requested the voucher as agreed and the general manager, ***************************, stated that he had the vehicle buffed and polished (not the professional paint correction services that were promised) without washing it and further stated, "I don't know what you expected, we can only do so much with the tools we have." He then refused to provide the voucher as agreed.

  Business response

  04/18/2024

  We have been in communication with these clients for some time regarding their concerns with their 2019 Audi eTron. Our dealership washes every vehicle by hand and we do not use any powered buffing or polishing equipment in our standard car wash we perform for our service clients. If there were any abrasive materials in our wash mitts, which is highly unlikely, you would expect to see scratches on the entire vehicle, not swirl marks on just one area of the front fender. It is our opinion that our dealership did not cause the marks in question. The marks the client is upset about come from buffing or from automatic car washes that apply more pressure to the exterior of the vehicle than you see with a hand wash. Additionally, the client's vehicle had several other defects common to 

  As a courtesy to the client because of their complaints we offered to have our vendor attempt to buff out the swirl marks in the fender at our expense. Our vendor, who has over 30 years of experience, agreed with us that the marks in question were more likely than not caused by an automated car wash and were typical of a 5 year old vehicle with over ****** miles. He did his best to improve the swirl marks (he cleaned and prepped the area prior to buffing the car, we told the clients we did not wash the car again when he was done as they weren't satisfied with the wash previously). The clients are misinterpreting our offer to assist them with a obligation on our behalf to provide a "voucher" of some kind. We have never offered to provide them with any reimbursement or advanced payment at another location nor would we as we have longstanding relationships with vendors here who can address the problem.

  We stand willing to honor our commitment to have our detail department or one of our vendors attempt to address the issues the clients have raised even though we are not responsible for causing them. We offer this as a gesture of goodwill only.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have had really bad service experience at Audi Exchange St. Charles. The general manager, *****, at the dealership included. The problem started when I had my battery replaced at the dealership in early 2022, the battery died after a year and I took the car back to dealer ship. Audi Exchange dealer ship replaced the battery again in February 2023 and the battery died again a couple of months later. I took the car back to the dealership and the service department said there is amp draw somewhere and said they would charge for additional diagnostic. The problem started after the dealer ship replaced the original battery. I took the car back without further diagnostics and had an independent mechanic run some diagnostics. The independent mechanic did not find any amp draw and stated the battery is bad. I have lost complete trust in Audi Exchange. Just wanted to point that out. Part of buying an Audi is the experience of owning and Audi including service, so far I have had an extremely bad experience at Audi. I am not sure anything would come out of writing to Audi, or if Audi as brand value customer feedback. But after this service experience at Audi Exchange st. Charles, I would recommend against buying another Audi to everybody I know. Even though Audi makes great products but the customer service is worse than a used car dealer. I would probably get better service at a used car dealer than Audi Exchange. I would like Audi exchange to refund my money I paid to replace the battery and put the original battery back in the car. ************************* ************

  Business response

  10/30/2023

  We have serviced ********************** vehicle four times in the last two years. We replaced the battery on his car on two seperate occasions, first in Feb of 2022 (Repair order attached) and the second in Jan of 2023 (Repair order attached). The second battery replacement was covered under warranty and ****************** was not charged for the replacement. ***************** returned again this month, October of 2023, with continuing issues getting the vehicle to start. When doing our initial analysis of the vehicle our systems didn't find any faults with the vehicle and recommend replacing the battery a third time. However, as this vehicle has already had the battery repliced twice in less than two years, we don't believe a third battery would solve whatever is going on with the vehicle. We recommended additional diagnosis to see if there is a minor draw on tha battery which doesn't show up on the scan but is what might be causing the batteries to lose function so quickly. (Repair order attached with customer declining additional diagnosis) ***************** declined our suggestion and instead suggested that we had fraudulently charged him for a bettery that we didn't actually replace. He repeated this accusation to the General Manager who advised him to take his business elsewhere.

  As ****************** was not charged for any services related to the battery beyond the initial replacement in Feb of 2022 we aren't sure what refund he would even be requesting. The second replacement was performed under warranty at no charge to ***************** and the scan performed in October of 2023 was not charged either.

  Customer response

  10/31/2023

   
  Complaint: 20760149
  
  I am rejecting this response because:
  The business is again making a false statement, there was no scan performed in October 2023. Please have them produce a signed work order authorizing them for the scan, they can not because there was no scan performed. And secondly, the dealership did  charge me for the scan in July 2023, I have receipt of that. 

  
  Furthermore, I had paid for the scan the dealership performed in July 2023 and they concluded that there is an amp draw, but they were not able to determine where the draw was coming from. Even though, Audi dealership is supposedly an expert in their cars, they are not competent enough to diagnose a simple dead battery issue in an Audi?  After the initial diagnosis they mentioned they  would charge me additional $800 without any guarantee that they would find anything, and that the amount will for sure go up, which prompted me to visit the independent mechanic because their incompetence and absurd charges.  

  
  After receiving the diagnosis from the independent mechanic I showed it to the general manager  at the dealership. He was rude and spoke in a threatening tone and said "either pay the dealership for any further diagnosis or take your car to the independent mechanic". The general manager was not ready to listen to my complaint, and kept a threatening posture through out the meeting. I had requested the dealership to show me the serial of each battery they had  replaced but they refused to give me that information.

  
  The independent mechanic mentioned the battery the dealership supposedly replaced the second time was also a dead battery and that there is no "amp draw" in the car. the independent mechanic mentioned that it is the dead battery that was causing car starting issues and there is no amp draw issue with the car. After reading the diagnosis from the independent mechanic, the general manager did say that they would do a similar procedure to diagnose. 
  
  
  My ask is that,  the dealer ship pay me back for the labor and Battery they replaced in 2022 and also the inconclusive  diagnostic  they performed in July 2023. I should not be paying for trial and error to an Audi dealership.
  Also, I would like the dealership to provide me with serial numbers of each battery so I can take it back to Audi of *** and have them investigate further why their batteries failed.
  
  
  The original battery of the car lasted 9 years, and there were no issues in the car, why did the car started having issues right after ST. Charles Audi Exchange replaced the battery. Something  does not add up.
  
  Sincerely,
  
  *************************
  

  Business response

  11/09/2023

  We recieved ********************** response. As we stated and isdocumented in our initial response. We believe that the testing we have done on ********************* car has shown there is an intermittent minor amp draw that is causing his battery to fail on several occasions. In order to determine what is causing this situation we would require additional time to diagnose the cause at an extra charge. Simply replacing the battery again will be another temporary fix and the vehicle will be back for the same problem shortly. If ***************** would like to have this additional diagnosis performed there is a charge for this service. If he feels that another battery is the solution and his independant mechanic has correctly diagnosed the vehicle it is probably in his best interest to have that mechanic perform the repairs he is recommended. We are willing to assist ***************** with the repair of his vehicle as long as he is willing to follow our recomendations and pay for the time it will take to fully diagnose and repair his concern.

  Customer response

  11/13/2023

   
  Complaint: 20760149
  
  I am rejecting this response because:

  I am rejecting the Audi St. Charles response. I had requested them to provide serial numbers of each battery they have replaced. Which they have failed to provide so far. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a credit application with this dealer in order to get accurate numbers before visiting the place because its far away from me. The insisted I set an appointment for today Saturday July 8. I did. Because of the distance I had to ask a friend to drive me there. About 30 minutes into the hour long drive I received a text from them saying the car was just sold. Not only the water my time, but they also put a hard inquiry in my credit I only allowed because I wanted the car I had the appointment for.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought a 2020 ************ $44,247, delivered 3/29 (paperwork arrived 3/30). Drove about 50 miles.It has been at a Jeep dealer being repaired since 4/1. The AAA mechanic towed it + advised the batteries were just replaced 2/24 but the battery was only 39%. Emailed Audi on 4/1 + the Used Car Manager advised it was his fault the new battery receipt was not part of the car file won 4/5 + emailed me a copy of the receipt. The receipt notes to check the electrical system which he did not mention. Jeeps replaced the Control Module. It part took wks to arrive + the car still didnt start. The new batteries took hrs to charge to continue diagnosing + the next step is to replace the ************************* (electrical). Chrysler also suggests replacing the primary battery $623 + possibly the auxiliary battery, out of pocket . There could be other issues, but Jeep follows a repair protocol.I would've requested further testing/wouldn't have purchased knowing it was suspected of electrical issues had there been full disclosure of the repair records. It was highly recommended that I purchase the highest level of extended warranty by Finance Manager which I did for $2,927. I am not clear if this repair was left out of the record intentionally, but I do believe I was sold a car they suspected/knew had issues + was not fit to be sold + has not performed as you would expect based on the information they provided before purchasing. ***** told me on 4/5 + again on voicemail on 5/10 that he maintains this is a great car so he should have no issues buying it back. I was unable to make an informed decision as that important information was withheld.I spent $435 transporting the car/$356 on insurance for 2 mo's. Requesting $48,615.26 plus other fees that come up + Audi to pay to transport car back. The resale value is compromised with a lengthy repair record + the safety/value was less than I paid since there wasn't full disclosure.

  Customer response

  06/01/2023

  Hi,

   

  Just wanted to provide the following update and see if this can be added to the file.

   

  5/31 Update from Jeep Dealer Repairing Vehicle

  The second part to be replaced, the Power Distribution Control Module, arrived and was installed and the Jeep is still not starting. They are still diagnosing to determine what electrical connections also need to be repaired.

  The title from Audi Exchange is expiring at 90 days and we are past 60 days of it being at the repair shop. I will not be able to title the car in **** if it cant be repaired prior to then.

   

  Thank you for your consideration.

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

  Business response

  06/06/2023

  The 2020 Wrangler was taken in on trade by our dealership in October of 2022. It was inspected by our service department shortly after and the only recommendations were to change the oil and oil filter and to top off a fluid that was low. The battery was checked at that time and it was shown to have no problems. We had the vehicle on our lot until it was purchased by *********** in March of 2023. During the time we had the vehicle it was moved several times for basic lot arrangement and for snow removal After sitting on our lot for five months during our winter, in February of 2023 the battery went weak and the Jeep needed to be jump started. This is a normal occurrence on our pre-owned lot for cars that sit in the cold and are not driven daily. We sent it out in late February to have the two batteries replaced. A local shop we use for work on off brand vehicles (***********************) installed the two batteries that the Jeep requires and they tested the Starter, Alternator, and the battery functions. This test is standard procedure for each and every battery installation that Excel performs in order to ensure that the battery is installed properly and that this will solve the issue of failure to start. The battery and electrical system checked out great so they released the vehicle back to us. It never again needed to be jump started while in our possesion. We sold the vehicle in late March and it was shipped to the customer by the transporter that the customer had hired themselves. It left here running perfectly and the transporter drove it on to the truck. According to the customer, she received the vehicle and it drove off the transport truck and she was able to drive it for at least three days (we have heard a few different time frames from the customer, the shortest being three days). She stated that after three days of driving, the Jeep would not start and had no power. It has been at a Jeep dealer since and they are still trying to diagnose the problem.

  We don't belive that the issue with the vehicle occured while in our possesion nor could we have done anything that would mask the issue the client is having allowing it to only run for at least three days after it had been transported to her out of state. If it had this problem before it left here, we feel it would have been discovered prior to leaving the dealership or by her transportation company. Whatever is currently wrong with it is a result of a mechanical failure that occurred after the three days that she drove the vehicle in normal operating conditions. In our opinion her local Jeep dealer has done a poor job of diagnosing the cause of the malfunction in the vehicle causing *********** to be without her vehicle for such an extended period of time. The extensive wait for parts for her vehicle that, once they have arrived, have not addressed her issue has been the cause of the delay.

  Additionally, *********** has a *************** Contract and it should cover the cost of the mechanical failure that occurred after taking ownership of the Jeep.

  We are happy to provide any additional documentation that is in our possesion but it appears that *********** has posted the documents we sent her when she submitted the request.

  
  

  Customer response

  06/07/2023

   
  Complaint: 20066023
  
  I am rejecting this response because the information related to the new battery/request to check the electrical system in February was withheld prior to me purchasing the vehicle. *************************** admitted it was fault this information was left out of the deal file. Whether this was intentional or not is irrelevant (although I believe it was left out on purpose as most people would not purchase a car with suspected electrical issues) the vehicle was sold under false pretenses. There is no report showing the outcome of the testing he claims Excel did in February and when I called them on 5/15 and they said they did not have a report they could give me so nothing to support it checked out fine. Regardless I was mis-lead at the time of purchase about any of these issues.
  
  They have not heard different accounts of anything from me. The car delivered 3/29. Per attached email none of the paperwork was included in the vehicle so that was overnighted and arrived 3/30 so the first time I was able to drive the car was 3/30. It stopped running 4/1. Thats 3 days and they are aware of the timing of the car/paperwork and the date the vehicle stopped working.
  
  The car was inspected in Oct 2022 and remained with them until it arrived to me March 29, 2023. They had it 5 months / I only had 3 days. The repair at Excel clearly indicates the customer (Audi/*****) requested the electrical system be checked 1 month before I purchased and the issue with the vehicle is electrical. Again, this was not disclosed to me and was not included in the deal file so the sale was fraudulent. 
  
  The Jeep dealer doing the repairs works under Chrysler repair protocol. Electrical issues are difficult because it could be one small fuse/connection and parts take a long to arrive. I am happy to give the BBB the information for the dealer if you would like to contact them.The fact that I purchased the extended warranty does not absolve *****/Audi of selling a vehicle under false pretenses and not disclosing ALL information about repairs. Audi has my money and I still do not have the vehicle to drive 70 days later with no end in sight. Under the Warranty of Merchantability there is an implied warranty that the goods will do what they are supposed to do and that there is nothing significantly wrong with them. The Jeep that Audi sold me has clearly not performed as you would expect.
  
  Audi took my ******************** assured me on 4/5 they would make it right when we first spoke about the issue and he has not done a single thing to make it right. He has repeatedly said what a great car it is and if he feels like Audi could do a better job repairing it, all the more reason he should have no issue buying it back. 
  
  Sincerely,
  
  *****************

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