ComplaintsforAudi Orland Park

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1, 2024, my wife brought my Audi Q3n for servicing at its ****** mile marker per my warranty. At that time, a representative told my wife that a package of servicing was required to maintain my 4 year ****** mile warranty. I then called the service center to verify that this was accurate. The same representative told me that the service package was required to maintain the warranty. They then began working on my vehicle. I reviewed the warranty and found no such requirement for said package. I called to discuss that said service package was "recommended" but not "required" and to have them stop the servicing. He told me that they could not stop because the services were already rendered. I called Audi *** who agreed with me that the services were recommended but not required. I have tried dealing with ********************************* at Audi Orland Park, but he has expressed that they did nothing wrong and will not return my calls.

  Business response

  03/26/2024

  Good afternoon. In response to ************************************* request we respectfully decline to make the billing adjustment. The repair order was signed by the customer prior to service being started to go ahead and perform the recommended ****** mile service. Upon completion the final invoice was signed acknowledging the service had been performed and the customer paid for the service. We cannot adjust or refund the portion requested as all work was performed. Our repair orders and invoices state the services are recommended, not required. Both of those were signed for. I offered ****** a 25% off his next major service as a goodwill gesture. He declined to bring his vehicle back at this time. I did let him know if he changes his mind to call me and I will put the discount in our system for his next major service visit and will email him as well with the offer. Thank you.

   

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

  International Audi Orland Park

  Service Director

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

  Customer response

  03/26/2024

   
  Complaint: 21489880
  
  I am rejecting this response because: It does not resolve the issue at hand. Prior to signing anything with Audi Tinley Park, I was told that these services were required under my warranty. Audi *** who issued the warranty was in agreement with me that these services are simply recommended and are not required to maintain my warranty. 
  
  Sincerely,
  
  *********************************

  Business response

  03/27/2024

   In response to **************************** decision to decline the future goodwill offer, the goodwill offer will remain open to him with no expiration date if he were to change his mind. He would just need to give me a call at ************ or email me at **************************************** As I stated over the phone with him all our services are "recommended" as listed on the initial write up and final invoices that are signed acknowledging the services to be performed and the completion of those services. Never do our advisors state that services are "required" to be performed. If there are any other questions or comments please do not hesitate to reach out to me. Thank you.

   

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

  Customer response

  03/27/2024

   
  Complaint: 21489880
  
  I am rejecting this response because: The response that there representatives never state that the services are required under the warranty is false. Both my wife and myself were told that the services were required to maintain in good standing with the Audi warranty. This representative's attestation is the reason why my wife signed off on the services.  
  
  Sincerely,
  
  *********************************

  Business response

  03/27/2024

  I called the customer myself and explained the protocol. I made an offer to resolve this which he refused. Thank you.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im reaching out to you all regarding the recent repair services I have received for my Audi Q7. I dropped my car off on March 27th 2023 due to the check engine light coming on and the car going into limp mode often with the blinking (rams ear) icon showing up on my dash as a warning. My car was in the care of Audi Orland Park approximately from March 27th through December 11th of 2023. Each time I attempted to pick up the car, I was told the warning symbols were cleared and my car was ready for pickup . The first time I arrived to pickup my car I started the engine and the first thing I saw was the service due now warning across the dash so the car was left there and the manager told me they would contact me once ready for pickup (after 7 months ) the second time I picked up my car I drove to the grocery store in Homewood near my home and the car went into limp mode again so I immediately went back to the dealership were they took my car back into service . The third time I received the message that my car was finally fixed and could be brought to my home or I could come pick it up. I opted to have the car brought to my home ( 8 months and two weeks of being in the possession of ************************** Once the car was brought to my home the ****** and I test drove the car together where I immediately noticed how idled up my car was and I observed a consistent ticking sound that wasnt there initially. I reached out to the service department and the manager Rich who more or less seem more concerned with the return of the loaner vehicle than actually returning my car fully repaired which was insulting in itself, because had my car been properly repaired in a timely manner I wouldnt have had to use a loaner car for so long. Myself and my husband returned to the dealership with the ****** and voiced our concerns about the car still not seeming to be repaired after all this time. I was told they would not be doing any further investigation of the my car

  Business response

  01/04/2024

   

  Thanks for the opportunity to respond.

  
  The vehicle, a 2010 Audi Q7 with ******* miles (VIN *****************), was in our service department for an extended period of time for the initial concern in March.  Throughout the time frame, the vehicle was being worked on and had some parts delays, causing disruptions in the process.  Further, shop capacity issues arose as well.  We sincerely apologize for that delay and understand the issues it caused the client.  However, we did provide alternate transportation during the entire repair process in the form of a 2022 Audi Q5.

  I want to apologize for the length of repair, and for the fact that ************************* felt our staff was not as accommodating as they should have been.  We will be using these obstacles as a training tool internally. 
  In regards to the current condition of the vehicle, we did perform diagnostics on the vehicle in regards to the customers concern of high idle and all feedback was within spec.  Additionally, our shop *******, a *************** Audi technician with 20 years experience, compared the performance of the vehicle to similar vehicles. This too was found to be within normal operating parameters.

  
  Regardless,if the client experiences the illumination of a warning light or feels the performance worsens, we will be happy to diagnose the vehicle at no charge while the guest waits (or we will pick up the vehicle if need be).  We want to make sure the vehicle is operating as designed, taking mileage and age into account and comparison to like vehicles (if available on our lot at that time).
  

  Thanks,and our apologies once again the duration of the original repair.

   

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 21, 2022, I dropped off my vehicle to Audi Orland park for new tires. They damaged my rims. I have a report from the dealership when I entered and they accepted my vehicle that my vehicle was free of damage They agreed that they did damage to my rims and they then made an appointment with a loaner vehicle. On November 28, 2022, they told me they are going to send the wheels to a company to refinish and they will see how they come out. They made more damage to the rims. I told them I will not pick up my vehicle until its free of damage. They told me they will report the loaner vehicle stolen and are refusing to replace the rims that they damaged when my vehicle was serviced by them and in their care.

  Business response

  12/19/2022

  We performed a one time goodwill gesture to refinish the rims which turned out satisfactorily.

  Customer response

  12/20/2022

   
  Complaint: 18547489
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a pre-owned vehicle from a Audi certified dealership, the salesman ensured me the vehicle was a leased vehicle by the previous owner and the vehicle past inspection and is approved for purchase , 2yrs after purchase the vehicle has engine issues , the vehicle has had all and any service completed only at the Audi dealership, they are now requiring me to pay out of pocket expenses of $6000 dollars for repairs which I feel is the responsibility of the dealership, this is/will cause me a financial hardship

  Business response

  10/17/2022

  Thank you for allowing us to respond to the clients concern.

  
  ************** brought her vehicle, a 2017 Audi Q5 (VIN ***************** with ****** miles), on August 15th, 2022 for a check engine light on (RO #******).  Our factory trained technician diagnosed a timing chain issue and we informed the customer that the timing chain would need to be replaced due to a tensioner being over extended by 6 teeth.  On September 22nd, 2022 the customer authorized us to replace the chain and tensioner (RO #******) for $3,057.92. 
  The vehicles certified pre-owned warranty expired on December 21, 2021, put it approximately 8 months beyond warranty coverage.  Further, International Audi Orland Park requested assistance on behalf of the customer from Audi of ******* as a one-time good will adjustment.  This request was declined by Audi of *******.

  
  Additionally, the vehicle, purchased with ****** miles on it,has only had one oil change done at Audi Orland Park while the customer owned it, at ****** miles (RO #*******.  ***** services recommended during her visits were declined by the client, including the 40K service on May 17, 2021, (RO #******).

  
  Due to the expired warranty on the vehicle, the client is solely responsible for the repairs needed.  We believe we have done our due diligence in recommending services and requesting aid on the clients behalf.  Audi Orland Park is respectfully requesting this matter be dismissed. 

  
  Thank you.

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