ComplaintsforAudi Rockville

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My car has been repaired twice in 2022, and each time it took 2 to 3 months to return my car to me. After driving the car only five times since I picked it up from the last repair, the drivers system malfunction has returned. I have spent over $5000 on this vehicle and am seeking a resolution. I was put on hold for over 1.3 hours waiting for a manager, and I was still not transferred. I finally received my car in June 2022 only to have the same malfunction return in NOV 2022.When the same Drive System Malfunction returned in November, I spoke with *******, who attempted to work through the process. I was told that the misfiring of spark plugs caused my car to malfunction. The spark plugs were replaced, and less than six months later, I was told that the new spark plugs are misfiring again. Additionally, I was not advised or offered a fuel injection cleaning to assist in stopping the carbon buildup. Furthermore, in May, I was told that there were several leaks that have since miraculously repaired themselves. As a customer, I was never informed that I would have to replace the spark plugs every six months, and it was not communicated that it was a temporary fix.On 17 November 2023, I dropped my car off again because the vehicle had the same Drive System Malfunction as it did in May, despite having six new spark plugs. I was not called or followed up with regarding my car, and I only received communication after calling several times three weeks later. I had to physically go to the dealership to receive a diagnosis. In December 2022, I was advised that the spark plugs require replacement, and the engine has to be taken apart to clean carbon. After 3 months of repairs, I picked the car up in January of 2023 with assurances that all necessary services had been performed and that the drive system malfunction had been resolved. On March 5th, 2023, the drive system malfunction reappeared, causing me to question the quality of service provided by your department.

  Business response

  07/17/2023

  Good afternoon,

  Please see attachment.  Audi Rockville has worked very closely with this client for what was an expensive repair.  Each repair order - especially the first speaks to the condition of the car and that replacing the spark plugs would only get the light off as it was not addressing the problem.  We gave substancial goodwill after the first visit...frankly to be helpful...not because of liability - we good willed all the labor for the carbon cleaning that was declined on the first repair.  Additionally, the last repair was completed in September of 2022...it has been almost a year and we have not heard from the client.  This is the first we are hearing.  There is no way to know if this is related to the prior repair or just another repair.  If ***** would like us to look at the car, we will provide up to an hour of no charge diagnostic.  That being said, check engine and similar light go on for many reasons and the next step is to look at the car.

  Regards

  *****

  Customer response

  07/18/2023

  [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: ********
  
  I am rejecting this response because:

  The response lacks truthfulness. Whomever responsed did not review the attachments. Please see additional attachments that displays the services received in December. 2022. I picked the car up in January of 2023. The car worked for 50 miles and has been in my garage broken. I reached out to management and no one seems to care. The response below is unprofessional and untrue as is proven by the attachments. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: February 2nd Took our car for regular oil change. Upon completion at the end of the day, found car had a scratch from the front passenger door all the way to the back panel after the back passenger door. Immediately informed the manager and pictures were taken. The dealership indicated they would review camera footage and then call us back. They didnt do so, we called several times and didnt hear back. Finally after 4 weeks heard from them and responded with pictures that they asked for but have not heard anything. Also found that a vent face in the rear was taken off. Its not safe to take cars to this dealership and we unfortunately paid for services for the car with this specific dealership during the car buying process. 

  Business response

  06/28/2023

  Audi Rockville worked with ******** to make the requested repairs shortly after this time.  This should be a closed matter. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im emailing in regards to a 2019 ***** ***** suv I purchased in September. When I brought the suv it was sold to me with the back breaks that was in need of repair, I rectified the issue with ***************** and the breaks were repaired. ( the breaks would not pass MD inspection) However yesterday I had the car towed to the dealership for a repair to the right front tire and was notified that the tire could not be repaired and needed to be replaced for safety reasons, the tire had been patched twice and one being on the sidewall of the tire which is illegal to do and poses and safety issue for me and my family. I want to understand why an inspection was not done on this vehicle to make sure something like this doesnt happen. The safety of myself and children has been put at risk due to the negligence of your staff and I want compensation I been calling but havent been able to reach them. I feel like they should have not sold the vehicle and or made me aware of this safety issue and they keep it from me to make a sale.

  Business response

  03/21/2023

  ---------- Forwarded message ---------
  From: ************************ <****************************@rockville-audi.com>
  Date: Mon, Mar 20, 2023 at 1:43 PM
  Subject: FW: note from Audi Rockville complaint ID#********
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: ************************ <***********************@rockville-audi.com>
  

  
  

  Team,

  Below is the conversation and agreed settlement we had made on February 2oth 2023 with *********************** 

  I can be reached below but I think this is all concluded.

  Regards

  ********** | General Manager

  Audi Rockville

  **********************************************com

  ************** Store

  ************** Mobile

   From: ***************************** <***********************>

  Sent: Thursday, March 9, 2023 3:46 PM
  To: **** **** <****************************************>
  Cc: ************************ <*******************@rockville-audi.com>
  Subject: Re: note from Audi Rockville

  Ok thanks 

  Sent from my ******

  On Mar 9, 2023, at 3:17 PM, **** **** <********************@rockville-audi.com>> wrote:

  Here is copy of warranty form. When we submit tire&wheel plan, we already corrected mileage to 26649. Thank you

  From: ***************************** <***********************>

  Sent: Thursday, March 9, 2023 3:15 PM
  To: **** **** <****************************************>
  Cc: ************************ <**********************************************com>
  Subject: Re: note from Audi Rockville

   

  Please send me updated version of contract thank you.

  Sent from my ******

  On Mar 7, 2023, at 7:50 PM, **** **** <****************************************> wrote:

  yes i fixed already and sent it to accounting office Thank you

   

  Get Outlook for iOS

  ---

  From: ************************ <**********************************************com>
  Sent: Tuesday, March 7, 2023 7:15:10 PM
  To: ***************************** <***********************>
  Cc: **************** <****************************************>
  Subject: RE: note from Audi Rockville

  ******

  I do see below I think we also caught this error while you were here.

  I have added *************** on here I do remember we had discussed updating the odometer.

   

  **** please fix on your next day at work.

  *****

  From: ***************************** <***********************>

  Sent: Tuesday, March 7, 2023 7:13 PM
  To: ************************ <**********************************************com>
  Subject: Re: note from Audi Rockville

   

  On Feb 21, 2023, at 4:16 PM, ***************************** <***********************> wrote:

  Hey I never received the active contract for the wheel and tires warranty. You told me I would have it in my email by the end of day but I didnt receive it yet.

  Sent from my ******

  On Feb 21, 2023, at 6:09 AM, ************************ <**********************************************com> wrote:

  Thank you. 

  Sent from my ******

   

  On Feb 20, 2023, at 2:00 PM, ***************************** <***********************> wrote:

  Yes I accept for you all to cover the cost of the tire & wheel plan.

  Sent from my ******

  On Feb 20, 2023, at 12:29 PM, ************************ <**********************************************com> wrote:

  ******,

  Thank you for your time today.  We discussed the tire for your2019 ***** ***** ***** with vehicle ID# *****************. 

  We offered the following to choose one option as a remedy for the tire concern.

  1. Cover cost to replace tire estimate $500
  2. 3 year unlimited mileage tire and wheel plan through ****  value $2000

  In our discussion, you chose the three year tire and wheel plan to settle any and all concerns regarding the tire concern that you brought me and Audi Rockville

  Please reply all accepted tire and wheel plan and we will process this plan it has a seven day wait period before coverage will be in place.  

  Regards

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

  Audi Rockville

  **********************************************com

  ************** Store

  ************** Mobile

  <************>

  <***********************pdf>

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Audi Rockville received my vehicle on 3/18/2022. They had to replace the back up camera and seal the rear window of the convertible top which was leaking. When I received my vehicle 5/9/2022, the rear window looked like a bad DIY project. Pictures are attached. The action has obliterated the resale value of this vehicle. No one could explain to me why this approach was the one chosen, except that they thought the insurance would total the car if they had to replace the convertible top. At no point was I consulted, nor would I have agreed to the atrocity. I complained immediately and have several text messages to demonstrate such.The service manager did waive my $500 deductible for the insurance claim and cleaned up the glue that was smeared across the window. However, the glue is still very much visible where the top and window meet, along with smudges on the the top. This action has damaged the the convertible top and should be repaired or replaced.Pictures are uploaded. Texts messages can be provided as well.

  Business response

  06/24/2022

  ---------- Forwarded message ---------
  From: S*****, Larry <************@rockville-audi.com>
  Date: Fri, Jun 24, 2022 at 11:07 AM
  Subject: complaint #******** ****** *********
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: S******, Erin <************@rockville-audi.com>, A****, James <***********@rockvilleporsche-audi.com>, M******** Joseph <***************@rockville-audi.com>
  
  Dispute Resolution Team,
  
  RE:  complaint #17431833  Sherri Dickerson
  
  To start, our service manager – Max A**** is out of the office till July 6th.   To honor your 14 day request for a response…we will bring the information forward that we know today.
  
  *** *********’s car came to us with a water leak.  ***** insurance informed us that their client did not want the car totaled…and that while the correct repair for the car was a new convertible top…a reseal could allow the car to not be a total loss…while a new top would make the car a total loss.  ***** told us to proceed with a reseal.  Respectfully, convertible top reseals are not visually like a new top…and frankly in this case…the vendor that was available to complete this left the work area less detailed than was expected.  Audi Rockville did go back in and clean up the excess adhesive.  Some adhesive on a 12 year old top is a typical outcome as a good seal requires a lot of adhesive.  Looking back, we perhaps had expected ***** to have been communicating the reseal option and we wish in looking back that we had better shared that it is not a new like or very clean option like a new top.  To compensate *** *********, we did waive the $500 deductible. 
  The correct repair here was a new top…they are expensive and cost $4000 or more.  The top is resealed and the leak repaired.  Expecting Audi Rockville to replace the top is excessive.  The useful life of a convertible top is typically quoted at 6-10 years.  This top is 12 years old.
  Audi Rockville has saved *** ********* $500 at the time of repair or around that time…we would make an additional one time good will offer for another $500 that she could use as she likes or put toward a new top.
  
  Larry S***** | General Manager
  Audi Rockville
  1125 Rockville Pike  Rockville, MD 20852
  ************@rockville-audi.com
  ###-###-#### – Store
  ###-###-#### – Mobile

  Customer response

  06/24/2022

  [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:
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ***************
  
  ***** dispute the claim that they were going to total the vehicle and at no time was I consulted. Audi of Rockville has provided no proof that the car would be totaled or I was consulted regarding the damage sealing the window would cause.
  

  Business response

  07/08/2022

  ---------- Forwarded message ---------
  From: S*****, Larry <************@rockville-audi.com>
  Date: Thu, Jul 7, 2022 at 2:13 PM
  Subject: complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: S******, Erin <************@rockville-audi.com>, M*******, Joseph <***************@rockville-audi.com>, A****, James <***********@rockvilleporsche-audi.com>
  
  Dispute Resolution Team,
  
  Good afternoon. 
  
  Circling back around again…
  
  If the ***** team disputes their request to us to have the top resealed…then perhaps they could issue a supplemental repair to replace the top.  Respectfully, the top leaked because it was well past its useful life.  While we appreciate that the top has some remaining amount of adhesive…there were not options given to us by *****…other than this.  The reseal is really a temporary repair…the correct repair all along was new top.  We did and do regret that this was not made clearer prior to repair…as we frankly found ourselves following insurance company approvals.  I would like to focus again on requesting ***** to consider a supplemental if you are not pleased with the repair they approved as a reseal is a again a temporary repair.  
  
  Larry S***** | General Manager
  Audi Rockville
  1125 Rockville Pike  Rockville, MD 20852
  ************@rockville-audi.com

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 03/11/22, I purchased an Audi eTron from Audi Rockville. I paid them $500 to process my DMV paperwork with the VA DMV and for a temporary license and registration that would expire on 05/10/22. On 04/20/22 (6 weeks after purchase), I called their accounting department to determine when they had processed my DMV paperwork. The accounting department did not answer my call phone, so I left a voice message with my name, number and issue I was seeking assistance with. I did not receive a call back. On 04/22/22, and on again on 04/29/22, I called the accounting department, but with no answer, so I left a voice message. Also, on 04/29/22, I emailed my original salesman (Joe N*********) to seek his assistance in determining when my DMV paperwork would be processed. Joe did not reply to my email request. On 05/04/22, I once again contacted the accounting department, and once again I received their voice mail. Finally, on 05/05/22, Joe called me and stated that they were overnighting another temporary registration and I would receive it on 05/06/22. At that time, I asked Joe if my DMV paperwork has been processed and he said yes, but it was taking longer because of my tax exemption status. I then contacted the VA DMV and they have not received the paperwork or any inquiries from Audi Rockville regarding my DMV paperwork. VA DMV advised that I obtain the tracking number, date sent and address of the VA DMV to which the paperwork was sent from Audi Rockville. I emailed Joe on 05/05/22 to obtain this information, but Joe did not respond to my email request. At this point, ****, the bank in which I financed my purchase, has informed me that they are going to convert my interest rate by 1% if my title is not received by them by the 90-day point. I request your assistance in obtaining tracking number, date sent and address of the VA DMV. Their oversight or refusal to process my DMV paperwork is unacceptable and may cost me $1,000s in interest finance charges if not completed now.

  Business response

  06/09/2022

  ---------- Forwarded message ---------
  From: **************************** <***************************************@rockvilleporsche-audi.com>
  Date: Wed, Jun 8, 2022 at 3:44 PM
  Subject: response to complaint ID ******** - Audi Rockville
  To: DRTEAM@MYBBB.ORG <DRTEAM@mybbb.org>
  Cc: ************************ <******************@rockville-audi.com>
  

  
  
  

  Dear BBB Dispute Resolution Team,

   

  Please note our GM is out of the office but is CCd here to follow up upon return.

   

  We have provided customer with his license plates via ****** delivered 5/26/22. The lien with his financial institution was also recorded, I emailed customer today to inform.

   

  All the best,

  Margaret B***************

  ********.*****@sonicautomotive.com

   

  Audi Rockville                                   

  1125 Rockville Pike                             

  Rockville MD 20852           

  Customer response

  06/21/2022

  [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. 
  

  ---------- Forwarded message ---------
  From: *** ****** <******************>
  Date: Tue, Jun 21, 2022 at 9:09 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <info@mybbb.org>
  

  
  

  Good morning BBB,

  In reference to my complaint against Audi Rockville (#********) I was completely satisfied with their response and resolution. Is it possible to reflect my satisfaction with their response?

  Sincerely,

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

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

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complain because Audi of Rockville is refusing to repair the brakes on my car. I have had issues with my brakes since I have taken ownership of my Audi which I bought from Audi of Rockville. I have consistently communicated with Audi of Rockville that my brake issue was not resolved even after they tried to address the issue with the brakes but they are refusing to perform the brake work on the vehicle. I am being told that the vehicle is now my responsibility, but the fact is that I have bought the vehicle on the condition that the brakes would be repaired and that has not happened as of yet.

  Business response

  04/15/2022

  ---------- Forwarded message ---------
  From: ************************ <*******************@rockville-audi.com>
  Date: Thu, Apr 14, 2022 at 4:10 PM
  Subject: complaint ID ********* ***************************
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: ************************ <*************************************************>, ********************** <***************************************************************************>
  

  
  

  Dispute Resolution Team,

   

  Ref complaint ID *********  ***************************

   

  Good evening.  ************'s Service history is spelled out below in an abbreviated listing.  I have in bold the times he brought a brake concern to a repair order.  By the way, he is very detail oriented.  We have written many lines on each every repair order to reflect all concerns presented.  Please note that he went 4 visits with no related concern on repair orders until a 5^th visit following the brake concern.  That visit was about 13000 miles after we made a goodwill repair for him on 2/18/2019.  In total about 23 months and about 13000 miles since our service for brakes…at this time his brakes were no longer within the specs for his vehicle.   In short, it was time for him to buy brakes…we told him this on or around 1/8/21and about 14 months and about 7000 miles later he called me with the same concern and we gave him the same answer. 

   

  While *** **** is very polite in his approach, he is very one sided in his dismissal of the facts as well as what is his responsibility.  By the way, his vehicle purchase came with a one month, and 1000 miles warranty.  It should also be noted that Audi Rockville has extended tremendous goodwill repairs over these other visits for Mr. *****…and while these are not brake related, I feel it worthwhile to mention this as he has received assistance form Audi Rockville well beyond the 1 month and **** miles warranty that came with his purchase.  In short, it is just time for him to pay for new brakes…as they are ready for replacement.

   

  Regards

   

  Larry S***** | General Manager

  Audi Rockville

  1125 Rockville Pike  Rockville, ** 20852

  *****.******@rockville-audi.com

  **************  Store

  **************  Mobile

   

   Subject: RE: Request to Connect

   

  *************,

   

  I have reviewed your file and I have found the following

   

  Date sold 1/25/19 48808 miles car sold with MD state inspection and 1 month 1000 warranty no extended warranty purchased

  #1 2/18/19 49589 miles - concern on brakes  we replaced pads and re-surfaced rotors

  #2 5/7/19  no brake concern 51359 miles

  #3 8/5/19 no brake concern 52871 miles

  #4 12/27/19 no brake concern 56726 miles

  #5 11/1020 no brake concern 61185 miles

  #6 1/8/21 brake concern with noise  62511 miles brakes now under audi specs client declined repair for brakes

  #7 3/14/22 brake concern -same as reported above  69411 brakes still under audi specs client declined repair for brakes

   

  I cannot authorize a brake replacement and am surprised after wearing out a set of brakes during ownership and never a complaint from the initial complaint of a squeak and numerous goodwill repairs done by the store that you would believe Audi of Rockville to be responsible for normal wear and tear after 20,000 miles and 3 years of ownership.

  Customer response

  04/19/2022

  [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: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: *************************** <**************************>
  Date: Tue, Apr 19, 2022 at 11:47 AM
  Subject: Fw: Fw: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: drteam@mybbb.org <drteam@mybbb.org>

  
  

  Dear BBB,

  
  

  Please find attached my rebuttal to my complaint #********. I appreciate all of the help and support that Audi Rockville has provided me with my vehicle.  My reason for pursuing this case is that the issue with the squeaking of the brakes was never resolved and I have been maintaining that this continues to be an issue since I have taken ownership of the vehicle.  

  
  

  If you review my attachments provided earlier, you will see that I have been persistently and consistently communicating with Rockville Audi that my brakes continue to squeak.  I have provided videos and have also communicated with members of the Audi Rockville staff on this.  

  
  

  The time line that Audi has provided is not accurate and I have explained this to them in my communications below and the attached emails I sent earlier.  Please realize that it takes time to test the brakes and follow the dealerships recommendations to test their approach to correcting the brakes, but once my attempts to follow their recommendations to test the squeaking were unsuccessful, I reported this back to them. 

  
  

  Furthermore, there is numerous articles published on the known issues with Audi is having with their brakes squeaking.  Audi did attempt to repair the squeaking noise, but changing the brake pads may not have been the issue, as it seems like the rotors are the source of the squeaking. I am simply requesting that Audi repair my vehicle so that the squeaking noise is no longer there and so I can enjoy the vehicle in a comfortable and safe manner. 

  
  

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

  
  

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

  ***************** - ***************** | ***** ****** ******** *** **** ********* ****** ***** ****** ******* ******* **** ***** ****** **** *** ********* ***************** ******* ****** ****** **** ** **** ***** ** *** *** ****** ******** ** ** ********** **** *********** ***** ***** *** ********* ************ *** **** ***** *** ****** ******* ********* ****** ***************.***

  I hope you had a great weekend!  I wanted to thank you for preparing this timeline for me regarding the history of my Audi.  Regretfully, I wish to inform you that this time line does not come close to represent an accurate depiction of the events that truly transpired.  

  
  

  Since the purchase of this vehicle, I have been consistently maintaining and communicating with the staff of Rockville Audi that my brakes are having issues that need to be addressed.  Not only is it highly disappointing to have the brakes continue to squeak so much after our many requests to have them corrected, but we are also concerned about our personal safety of driving the vehicle in it's current condition.  

  
  

  Please see the attached communication as proof of our communication with Rockville Audi throughout the duration of our ownership of this vehicle.  The file you received is not truthful and does not accurately reflect the facts of our situation.  We have had ongoing communication with Rockville Audi that are brakes continue to give us problems.  Please also note, that as a result of COVID and also with Rockville Audi moving locations, did not help in trying to coordinate this repair.  Also, we were told to try various methods to stop the brake squeaking so it took some time to try those and follow up with the results.

  
  

  We respectfully you ask that you reconsider your decision please and cover the brake work as that was our condition to purchase the vehicle.  Although brake work was performed by Rockville Audi, it was not done properly as the brakes continued to squeak after that brake work was performed.    This is documented in the attached communication as we communicated this to Rockville Audi.  

  
  

  In closing, we are requesting an honest review of our case with fair dealings that Sonic Automotive prides itself on so we can enjoy our Audi in a safe and enjoyable manner.

  
  

  Appreciatively, 

  
  

  ******** 

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

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2, 2022, I bought a 2020 Audi ** from the Audi Rockville dealership. I set up the appointment earlier in the day and the individual on the phone told me that they needed a deposit to hold the vehicle for me. I said no because in my head it was there yesterday and it's still going to be there. The individual said the car was a loaner (this should have been a red flag) and spoke with a manager about the situation the came back on the phone with me and said everything was fine, the vehicle will be there for me. Before getting to the dealership I was sent a Recap Details document that said the vehicle had 12 miles on it. I went to the dealership and did a test drive. Not knowing what I was reading on the dashboard. I saw a spot that said 12 and across from it on the far left side there was a number that was in the 2000's. I thought nothing of it and came back from my test drive adding only 1 mile. Then at the dealership we were going over the paperwork and the salesman, Tristan A******, said there was 12 miles on the vehicle. Ten days later, I filled my gas for the first time and decided to review the numbers on the dash board. I hit the reset button and noticed the location the 12miles was located zeroed out. So I checked the manual and found out it was the trip mileage and the car actually now had 2512 miles on it. I immediately went home and looked at all the paperwork that was given to me and none of it said 12 miles. Had I known the actual mileage I would have wanted to negotiate with the dealership with the price. But I had no reason to doubt what a salesperson was saying to me. At 2512 miles is that considered a new vehicle?

*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. ↩