ComplaintsforMidwestern Auto Group

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Maserati Porte to Midwestern Auto Group on May 7, 2024 for the replace of the radio and glove compartment fuses. The Tech Advisor ****** also recommended oil change and filter replacement as well as replacement of the spring of the gas cap. My car was at the shop for over two months. After I made my payment of $2987.83 on July 17. I asked ****** to have the tech do a final inspection before I pick up my car. He called me three days later and said my car is in perfect condition and ready to be picked up. We took the car home on July 22. On July 25 we noticed something leaking under the hood. I called ****** and he said theres the possibility of water under the hood because it was not oil but told me to bring the car back so his tech can check the leakage. I wasnt sure what leaked so I towed the car back to the shop on August 4. I spoke to ****** on August 5th and he said the only thing he can recommend is the replacement of the valve that will be around $1k. I wasnt happy with that because he told me in July that my car was in good condition with no problems that they can detected. However, a few days later I called to see what the status of my car I was introduced to ****, ****** replacement. **** said that the valve was done. Again I asked **** to do the double check on my car and he came back a day later saying I needed a $13k replacement of the cover valve. I asked them how i was not told of this issues and he said he doesnt know what ****** have done and he can only speak of whats now. My complaint is this, my car was at MAG for almost three months and was told that my car was in perfect condition and now all is the sudden this issue arises. I do believed that MAG messed up my car. Therefore, I would like for MAG to get my car back to a good condition as was told by Tech Advisor ******.

  

  Business response

  11/08/2024

  Re: **** **
  Complaint ID ********
  
  To Whom it may concern,
  
  Please be advised; **************** Porte is 17 years old. Midwestern Auto Group (MAG) could never assure a client that a vehicle is currently in perfect condition or at any other time.  Today MAG is sending Mr. ** a video with the details of the current oil repair recommendation.  There is evidence of the start of an oil leak and a recommendation was made to repair it before the leak gets worse.  The condition is not currently leaking to a drip from the valve covers yet.  Mr. ** may either approve or decline the recommendation to repair the leak.
  
  **** ******
  Fixed Ops Director
  Midwestern Auto Group

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

  Customer response

  11/08/2024

  Im rejecting MAG response for one reasons:  why would ****** ( the former Tech Advisor) telling me that although my car was aged the condition is perfect and ready to be pick up and yet last than two weeks later **** the new Tech advisor telling me that I need a $13k repair?!?  Is it because MAG staff incompetent to know if there is something else going on when I asked to do a complete diagnosis before I pick my car.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold an unethical vehicle warranty. At 46,000 miles on my car I went to MAG Audi to purchase an extended warranty. Verbally I was sold exactly what I was looking for: at FOUR year warranty that covered my car out to 100,000 miles for $4,000. I wrote them a check that day. Two years later, at 97,000 miles on my car I take it in to the service center for the first time requesting any warranty work. Turns out the warranty I bought expired TWELVE months later, not the four years that I discussed when purchased. In shock, I went to the finance manager and the GM to gain clarity on the warranty parameters. As we all looked over the extended warranty contract, myself, the GM and finance manager all agreed that there was a mistake on the contract I signed on May 19th 2021. (Attached) Over the last three months (yes, I've been in their loaner car since Feb) MAG Audi has been claiming to reach out to AUDI VSC warranty company to come up with a resolution and an exception to to have this $3,000 (oil filter housing leak) repaired under the original warranty. I've got nothing but the run around from them the last several months. They recently told me they are willing to cover merely $1,000 of the repair. I'm requesting EITHER a full refund of the unused warranty I purchased OR the cost of the repair to be covered by MAG Audi Dublin Ohio. My direct cell # is ###-###-#### Please don't hesitate to call for more info as I'm out of characters here. Thank you Greatly! Talk soon ***** ****

  

  Business response

  05/16/2024

  Hello, 

        We have reviewed all details in regard to Mr. ****'s complaint.  Upon review, it appears that Mr. **** purchased a Vehicle Service Contract on his RS5 that would extend the original "new car coverage" up to 100,000 miles on the odometer.  The contract he purchased sates that it would be valid until 100,000 miles on the odometer or 48 months from the original date of sale (when the vehicle was sold new).  He purchased this contract on an Audi Sport model that was just about to exceed the mileage from the original new car warranty.   The type of vehicle he has is a very well loaded, high-end car.  He has told us that he thought it was four extra years over and above the "new vehicle warranty", but everything states 4 years from original date of sale.  He did not purchase this car through us, so we had to contact the company Audi works with to manage their vehicle service contracts, "Audi Pure Protection".  They let us know that the VSC had been expired for quite some time now and that there is nothing they're able to do on their end to cover it, nor' are they willing to refund any purchase of the contract.   Had this VSC covered 48 more months, it would have almost doubled in cost when Mr. **** purchased it.   Mr. **** has spoken with me, our service manager and other personnel here at the dealership.  He has been in a loaner car, free of charge, since February.  As a sign of good faith, we offered to pay $1,000.00 of his total bill in service.  He laughed at this and said he would go another direction.  He is also in the car business and sells vehicles for a local Honda dealer.  He told me that "he knows better than to think the cost of this VSC would be this high".  As someone who managed a Honda dealership prior to moving to Ohio can say with absolute certainty that Audi's and insurance for Audis are much more expensive than for Hondas.  At this point, he has not accepted our offer and has kept one of our loaner cars well past an understandable period.  If he doesn't get the answer he likes, he talks down to people and says that some of us don't know how to do our job correctly.  At this point, we would like to offer no more assistance, and ask, for the last time that he brings our car back and pick his up.

  Customer response

  05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21716756
  
  I am rejecting this response because: 

  The warranty discussed between the dealership and I was not the warranty contract I signed. The day the contract was discussed, I explained how I needed coverage for the next four years or 100,000 miles whichever comes first. At that time I had roughly 46,000 miles on the car. That  coverage cost was $4,000 which I wrote a check for that day. Turns out that warranty had an expiration date merely TWELVE months after that date, not four years as discussed previously at the time of sale. Meaning I purchased a 12 month-56,000 mile warranty for $4,000 which makes absolutely no sense for myself or the majority of the consumer population as the average miles driven is around 12,000-15,000 miles per year.   Mistakes happen but how you handle them defines the way a business represents their customers. There was clearly a mistake made on the contract OR a massive misleading motive on the finance manager's part that day in efforts to maximize gross profit on the dealer's cost of the warranty. Upon speaking with the finance manager and the Service Manager, all parties involved agreed there was a mistake made on the original contract which is exactly how putting me in a loaner car for the past three months has been acceptable. Not because of good faith, but because there was a major mistake made on the contract I was sold. 

  After receiving a notification from the BBB, MAG Audi of Dublin GM calls to inform me they are no longer willing to help right their wrong. Instructions were given to come pick up my car which is leaking oil all over their parking lot and have no interest in honoring the promises which were made. Quite disappointing to say the least. 

  Upon arrival to MAG I find multiple points of impact and body damage to my custom wrapped 2018 Audi RS5 which I'm absolutely certain occurred while sitting on their parking lot for the past three months. Rear bumper and passenger door have sustained deep gouges penetrating through the wrap and clearcoat into the paint.

  Photos are attached. 

  
  Beyond disappointed in this entire experience with MAG Audi Dublin and its leadership.
  
  

  

  Business response

  05/27/2024

  Mr. **** is now trying to gain even more free money from our company.  The damage was not caused by us here at MAG Audi Dublin.  This is a continuation of what has happened since he first brought his vehicle here for service.  We would like to proceed with ending our business relationship with Mr. ****.  We will not be giving him any discounts, refunds and/or re-imbursements.  We request that he no longer brings his vehicle here for anything, as we will not continue working with him in the future.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was planning to buy a used car and wired funds as advised by the dealership. I did not sign any agreement. I went to the dealership and decided to lease a new car. The dealership made me sign all the paperwork took $10,000 toward downpayment for the lease and promised return of $39267.44 in the mail.This happened on 04/04/2024. I wired $49267.44 on 04/02/2024. The finance manager promised in writing I should get the check in a couple of days. This was because the owner was not available to sign the check on 04/04/2024. Now he doesn't answer my phone calls or text messages.

  

  Business response

  04/11/2024

  Please be advised, Mr. ********* refund was held up in processing.  A copy of the check is attached.  I understand, ***** *******, BMW Sls Mgr., has made arrangements for Mr. ********* to pick the check up.  Should this arrangement not work out, MAG will overnight the check via FedEx.

  Our apologies for any inconveniences-Best Regards

  Customer response

  04/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21559182
  
  I am rejecting this response because: I do not understand the reason to keep my deposit by the dealership and put me through all the stress. Moreover I was promised the check will be in the mail and not for me to go and pick up from Columbus. I called the dealership many many times for resolution without success. I have full documentation for the phone calls I made and the text messages I sent. The finance manager ignored me with the full knowledge I was desperately trying to get in touch with him. I am happy I am getting my money back finally but I wish the dealership instead of giving false excuses, learn not to repeat this kind of behavior. Congratulate BBB for their active participation to improve customer-business relationship.
  
  Regards,
  
  ***** *********

  

  Business response

  04/11/2024

  The funds were not held.  Processing a refund or reimbursement takes a few days.  There was a misunderstanding regarding picking up the check today; however, this was quickly remedied, and the check will deliver tomorrow.  Our Admin immediately stopped everything to handle the matter the moment we became aware.  

  There was no intent to cause the customer any stress and sincerely offer our apologies for any unpleasantries. 

  Customer response

  04/12/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *********

  

  Business response

  04/15/2024

  
  ***** ******** <*********************>
  Attachments
  Thu, Apr 11, 1:20 PM (4 days ago)
  to ******
  
  I responded earlier today that we thought Mr ********* wanted to pick the check up.  Copy of refund check was included in original response.
  
  We have since prepared a FedEx to deliver the check to the address provided.  FexEx #************ - see attached

  Customer response

  05/14/2024

  
  Complaint Type:
  Product Issues
  Product Issues
  select
  Problem:
  I leased a new **** *** ** *** ***** on 04/03/2024. My 2nd lease payment was due on 05/03/2024. I was not able to make the payment on time because a lease account was not established due to an internal issue between the dealership and BMW financial service. After many phone calls to BMW financial service, the dealership agreed to take the lease payment plus credit card add on fee and promised me to send me the permanent Tags for the vehicle by overnight delivery. So far I have not received and I have been calling the dealership regularly with no results. I am not sure when I can get the Tags. I don't want to drive my vehicle with expired Tags. My lease payments are going to be made with online bank with transfer with no additional charges. I refused to pay add on charges to my lease payment and the dealership verbally accepted to refund the add on charge.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Delivery

  

  Business response

  05/14/2024

  Please be advised; the plates along with check number ******, in the amount of $19.78, were mailed to the home address on 05/09/2024.  
  
  Our records indicate the temporary tag issued will not expire until 05/19/2024.  It is reasonable to expect the plates will be received prior to this date.\
  
  Our apologies for the delay and any difficulties this has caused our client.
  
  Best Regards,
  
  MAG Management

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This letter is a formal complaint in regards to Midwestern Auto Group. The worst treatment I have ever received when it comes to purchasing a car and after the sale. In March of last year {2023} I went to Midwestern Auto Group to look at a **** ***** *****. I talked to ****** ***** a sales Representative. A week letter I purchased this car and thats when everthing turned around. On the day I was set up for delivery that day started with ****** calling and texting wanting to know when we would be there and to make sure that we received the correct type of check from the bank. I called ****** to let him know that we were on our way, this is when he started texting me over and over about the above. It got to the point where I almost canceled the sale. After the paper work was completed with **** ***** the department supervisor I advised that I would need a trailer hitch and set an appointment with ***** ******* in the service department. At one point i was advised that someone forgot to order the trailer hitch. I showed up at a later date and i was told by ***** ******* that I would have to reschedule, he advised me that there were cars set for service before me. I thought that was the reason for setting an appointment. Finally the hitch was installed. This next part I would say is the largest problem. The remote starter has to set up on your cell phone. I have asked way to many times to have the dealer set this up. Every time I ask it falls on deaf ears. Last July I called ****** and told him this needs to be done, his response was... "let me check into it and i'l get back with you" You will see this is a standered answer by ever one. During this time I have asked *****, he started to do this and then stops. In February of this year I thought maybe i'l talk to **** ***** since he is the supervisor, I called and left a voice mail for him, he never called back. I did talk to him and guess what I was told, wait for it..." let me check into it and i'l get back to you". I called back at a later date and ***** ******* placed me on hold, he told me he was not here. My opinion is, I was lied to, again. Since then I called ******** *** ***** on ***** Road. They informed me that thay are not permited to do this type of service. So, here im a year later and I still have no remote starter I have a $68,000 plus car with all kinds of options and no remote starter. Your help in this matter would be appreciated. Respectfully, ******* ******

  

  Business response

  04/16/2024

  I have researched the issue about which Mr. ******* ****** has written to the BBB. The team at **** Rover made several attempts to set up the **** ***** In-control application so Mr. ****** would be able to use the remote start and other remote features of the vehicle. I spoke with both ***** ******* and **** ****** in service and ****** ***** in sales regarding the complaint. On December 1st, 2023 Mr. ****** met with ***** and spent over 30 minutes attempting to log in to his In-Control application. Mr. ****** was unable to recall the email address and password he initially used to set up the account when he purchased the vehicle. ***** assisted in setting up a new account with an email not currently linked to the vehicle. This attempt failed as Mr. ****** did not know the password to this email address. He attempted to contact his wife for assistance but was unsuccessful. ***** wrote a note for Mr. ****** which contained the email address and password he had just used to create the new account, attached this to his service invoice and let him know he could call with any additional questions. He also showed Mr. ****** the button in the vehicle he may need to press to complete the activation once he was able to log into his email.

  
  On February 16th 2024 at 11:09 AM, **** left a message for Mr. ****** regarding this same application setup issue. **** informed him that his information had been added to the Land ***** system and there would be a number of emails sent to his ouloook.com address. **** also let Mr. ****** know that we can arrange a time for him to stop in and assist in the completion of the setup process. We are more than happy to have Mr. ****** come in and can assist him in the setup. It will be necessary for him to have access to his email to complete the process.
  

  Please contact me to arrange a time to assist in setting up your vehicle.
  
  *** ******, General Sales Manager 
  ****** Land ***** ****** 
  ###-###-#### 
  ************************** 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased used 2017 VW Jetta for daughter for 16 birthday. Purchase did not have a manufacturer's warranty. Of course, MAG finance person aggressively tried to sell me an extended warranty (asked 4x and got agitated and aggressive when I declined. Daughter did not pass her drivers test so car stayed parked for 30 days. When starting driving we uncovered that 1/2 of the radio touchscreen did not work. Scheduled an appointment ~32 days after purchase and got in to MAG ~40 days from purchase. Car had less than 100 miles since purchase. Though i was in for the radio and just purchased the car, MAG said i needed a service for $150 and radio would cost 1600 to fix and they would not do anything since the car had no purchased warranty. Fast forward to the winter. where we uncovered the heated seats did not work and the small door between the rear seats and trunk was missing. SO the car has a big hole when the midsection cup holder is down. Called MAG who said they would review the issues for free but would not fix for free or negotiate. I took the VW in for an estimate. Of course recieved the same 150 maintenance quote, plus 250 for the missing piece, 900 for heated seat, and 1600 for radio. I spoke to a manager who said they would not fix. They are only required to sell a safe car and they do not have to disclose non-working parts. I asked what is required with inspection and what it said. He would not share the information but did admit the missing door was a miss on their part. I stated i have bought 3 cars in 15 years at MAG and have 4 German cars that are serviced there and would like for them to do more than that or I will consider taking business elsewhere. Manager said, i was going to replace door but since you threatened me with leaving MAG, there is nothing i can do for you. I asked for his manager to call and to get this in writing, which he said they would do, but that never occurred.

  

  Business response

  04/09/2024

  To whom it may concern 

  We have reviewed the customers’ concerns. We sold Mr. ******* a preowned 2017 Volkswagen Jetta vehicle identification number ***************** with 52,353 miles “as is” with no factory warranties remaining on the vehicle as disclosed in the Buyers Guide and Retail Buyers Order, see attached. We offered Mr. ******* the option of purchasing a vehicle service contract to which Mr. ******* declined, see attached. The customer had the opportunity to inspect the vehicle prior to purchasing.
  
  The factory certified VW technician that performed the used car inspection states that during the time of the inspection the radio was functioning to factory specifications. The inspection was and is a used car safety inspection where we changed the engine oil and checked tires, brakes, belts, and all safety related items. We did find that the car needed rear brake pads and rotors, so they were replaced.
  
  It is very unfortunate that these things have failed, but at no fault of Midwestern Auto Group. We delivered a safe vehicle and the radio and seat heater failed after delivery.
  
  Please refer to the following attached documents signed by Mr. *******.
  -Retail Buyers Order-reflects vehicle was sold with no Dealer warranties express or implied
  -Delivery Report-reflects the customer had an opportunity to inspect the vehicle and no items are due to customer post delivery
  -Buyers Guide-Vehicle was sold “As Is – No Dealer Warranty”
  -Final Acceptance of Products-Customer was offered the opportunity to purchase a vehicle service contract but declined the coverage.

   

  Thank you 

   

  **** ***** 

  Service Manager

  Customer response

  04/18/2024

  *** said on the phone that they could not confirm what was tested for the radio, unsure about the heated seat and missed the section to the trunk.  After admitting all of that they did nothing.  I also think they should be investigated for aggressive sales tactics and disclose to seller when things don’t work.  
  
  Complaint: 21533257
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car and added the tire and wheel package. When I sold the car, there was a refund remaining on the insurance. I requested a refund several times- over the phone and via email. Each time the person on the other end said they would take care of it and never did. I talked to and emailed **** ***** and ****** *******-****** several times.

  

  Business response

  02/20/2024

  Please be advised; there were delays in processing the cancelation; however, this has all been completed.  MAG has issued check number ****** in the amount of $ 724.58.  Check will be mailed to **** ********* St., Dublin, Ohio 43016

  Customer response

  02/20/2024

  there is no explanation as to how the refund was calculated, what was paid for the policy, when it was cancelled, and then what has been refunded based on that per diem rate. Since this has been delayed since October, I’d like to ensure that the refund is calculated for a cancellation date of October 14, 2023, which is when we sold the car and when I contacted MAG regarding the cancellation of this policy. 
  
  

  Customer response

  03/02/2024

  The response needs to show the total amount paid and total reimbursement based on the daily rate. 
  

  

  Business response

  03/05/2024

  attached is the calculation for the refund.  

  -Cancelation Date - 10/16/2023

  -% of Refund

  -$1,451 * 55.75%   $808.93

  -Cancelation Fee        25.00

  -Paid Claims               34.35

  Total Refund Due   $724.58  MAG Chk #******

   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased on 19th Aug, 23 a used car from MAG Dublin, Ohio, and charged $250 for documentation for my vehicle title. However to date no documentation has been delivered and my Temporary registration provided by the dealer also expired on 3rd Oct, 23. Second, my finance company (DCU) has been following up with me on the Title Transfer. I been fallowing multiple time but std answer "You will get it" and one of the sales person mentioned to me to drive with registration and policy caught, then mentioned MAG is processing it. This type of service never expected , when I paid 63k for an used vehicle. Hope MAG address my issue at the earliest.

  

  Business response

  10/13/2023

  Our sincerest apologies for the delay.  The Memo title was  sent on 10/12/2023

   

  Customer response

  10/16/2023

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ****** ***********

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 14th I took my car to Midwestern Autogroup for a check engine light. They informed me that the vehicle needed a Evap canister and n80 valve to be replaced. I picked the car up and drove back to work and the engine light came back on . I took the vehicle back to midwestern auto group and ALI Jabbar said " its ok just drive the car home and bring it back tomorrow. The car went home and next morning the car blew oil all out on the engine blowing the timing gaskets and cracking the oil pan . Knowing I came back they should not have sent me off in a car with a engine light and I have spoken to a tech at Byers VW and they stated it is unlikely all this happened at once and the car was misdiagnosed. I am requesting the cost of labor and mateiral costs of the gasket and oil pan replacement be reimbursed since this could have been avoided by not sending me out in the car . I am also requesting cost of Evap canister as this was unlikely the cause of the issue and the PCV valve was the issue. If this is not resolved I will be seeking legal counsel as Midwestern Auto Group put a client in a car with a issue and sent them on their way causing more issues which that should be the dealerships responsibility to remedy not the client. This is unacceptable and legal counsel will be sought if this is not corrected.

  

  Business response

  08/31/2023

  This vehicle originally came in on August 14th with a check engine light issue. It had only one fault P24D600 evaporative system pressure sensor switch B circuit range performance. This was diagnosed as a faulty evaporative purge valve and evaporative canister failure. These are both evaporative system items not related to the oil system at all. The customer authorized the repair and picked up the vehicle shortly after. The light did come back on, and the customer returned for the same evaporative system fault again not related to the oil system. The first reset just did not take, so we reset system again and told the customer to please let us know if the light returned. When the vehicle was returned to us it was with separate faults all related to the positive crankcase ventilation system failing P034100 camshaft fault due to low oil, P055f00 oil pressure out of range-low oil, these are faults not related to the evaporative system. The vehicle odometer showed 205 miles difference between both repair orders. This was a case of a vehicle having 2 separate issues at 2 separate times. The check engine light can come on for dozens of different reasons.
  
  Stan Ralph, VW Manager

  **** ******, Fixed Ops Director

  Customer response

  09/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20512262
  
  I am rejecting this response because: I brought the vehicle back with the engine light on and the service advisor said "its ok to drive" ....Had they not sent me out the car would not have had the blown seals and blown oil pan. This was negligence on Midwesterns part sending a customer out on the road with a engine light. They stated it was a different code than the original one and that something else had failed. It is false that it was the same as the original code as they told me it was a diffrent code. Point being you should have kept the car and it would not have resulted in almost 2k worth of damage. I should not be held liable for the $700 oil pan or crank case cause this could have been avoided on midwesterns part. 
  
  Regards,
  
  **** ****

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MAG Volkswagen Went to have a radio code removed from component protection. Upon scheduling I was quoted $75 for coding and $149 for full diagnostic but when I arrived, the advisor stated it was the flat $149 fee. Upset but already at the appointment, I proceeded to have them look at my vehicle. I received a video within thirty minutes of my appointment saying the coding was removed and my vehicle ready to go except for one sound issue. They asked for me to wait for the tech line to open at 9am for them to call and ask for a solution but in the end were unable to solve the problem. Upon check out, they charged me for a full hour of labor. When I questioned why, as the majority of the work was done within thirty minutes and then they waited another thirty mins to call an tech line upon opening, I felt I should only be charged for 30 mins labor. The advisor fumbled over his works and said well we called the tech line so we just charged the full hour. I politely asked for the manager email to address my concerns and sent a follow up email that day. In my email I asked for a phone conversation to discuss at their earliest convenience. The manager did respond a few days asking for time to review. Two days later, I receive a email not a phone call in which I requested, stating they tech needs to be paid, so sorry you feel this way. I was not looking to get a full refund, I was looking to get half the labor charge refunded as I felt waiting for tech line to open should not be counted towards a labor charge. I was very disappointed in how everything transpired, as I have had multiple service visits and bought a vehicle from this location before and was always treated fairly.

  

  Business response

  08/11/2023

  See the attachments. Mr. ****** purchased a used radio. When Mr. ****** made the appointment, he was told that if all we had to do is enter his radio code to get it working the charge would be $75.00 plus tax. Knowing a lot of times entering a code on a used radio is not always what needs to be done, MAG always givse an estimate of $149.95 in case after entering the code we have to do further diagnosis on why the radio is not working. Mr. ****** signed the repair order as you can see, we entered the code and the radio turned on, but had no sound. The technician then had to diagnose why there was not sound, he removed the radio and checked the wiring to and from the radio, when he could not find any issues there, he even made a case with the Volkswagen technicians assi****ce line, see attachment. After spending more than the $149.95 in time on the vehicle VW assi****ce stated that the customer had purchased the incorrect radio. The customer's car is a 2017 VW Jetta and the radio purchased is for a 2016 or older vehicle. It seems, Mr. ******, thinks the extra fee was for a full inspection of his vehicle, which is not.  MAG's technician provided a quick 1-2 minute "technician video" as we do on every customer's car.  In summary, Mr. ****** purchased the wrong radio for his car 2017 VW Jetta.  

  We hope this provides clarity for the service provided.

  ***** *****, VW Service Mgr.

   

   

  Customer response

  08/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20454087
  
  I am rejecting this response because: My issue wasn’t about the radio not being the wrong radio, I understood that fact and was not my issue in the service. My issue was that it they waited 40 mins for the tech line to open bc they found they were unable to fix it themselves. In this waiting period where they weren’t doing anything in my car they charged me for an hours worth of labor. I asked for this reduction initially and they denied it which was my reasoning for reaching out to Mr ****. The service on my car was secondary  when I requested them to skip them since I had just had an oil change done previously. Whether it took 3 mins or 15, the customer wishes should come first in any business and I requested this to not be completed and they did it anyway. In a simple request, I asked for Mr ****  the manager to talk with me over the phone about the issue but was deflected and passed off without care. Had he  the decency to call me like I requested in the first place I would  have the second thought of visiting this business in the future but I was not offered that opportunity by Mr ****. My issue ****ds that while they were unable to fix the radio, the initial assessment was less than thirty minutes and I have the time stamp of the video to prove that. Then while waiting 40 mins for the tech line to open at 9am, they  charged me for an hours worth of labor. I was not requesting a refund due to the radio not working, I was requesting to only pay half the labor charge since they waited more than 40 minutes for a tech line to open but weren’t actually doing anything in my car. Attached is the photo of the video I received at 8:20 am stating the tech was done re coding the radio ready to get me back on the road in which promoted my request based on my appt time to ask to only pay half the labor charge. The waiting till 9am to call the tech line I felt did not qualify under labor charges in which prompted my complaint in paying for a full hour. If the full video is needed, please let me know and I can provide that as well. 

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

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased and Audi Q5 on 11 July 2023. MAG Audi collected a $5000.00 credit card payment and asked that I wire $49,113.77 to them for the remainder of the charge. The charge total was 53,878.77 and I sent 54,113.77. An overpayment of $235.00. I called the Salesman (*** ******) on 18 July 2023 and he said he would get back to me. He did not. I called the Finance Manager in Sales (***** ********) and left a voicemail on 19 Jul 2023 and 25 Jul 2023. He never returned my call. I call the Salesman (*** ******) again on25 Jul 2023 and he said he would get in touch with ***** and call back. Again, he did not. I called the General Manager, ***** ****** on 26 July 2023 and he stated that a check would be mailed. After not receiving the check, requested by mail, because I live 2.5 hours from the dealer, I call the General Manager, ***** ****** again on 1 Aug 2023. He said he would talk to the Accounting and call me back. He never called back. Now, when I attempt to call the Audi dealership, my number is disconnected on every call.

  

  Business response

  08/04/2023

  Please be advised; a check (#******) was issued in the amount of $235.00 on 07/31/2023.   The check was mailed, to the address on file, today, 08/04/2023. Our apologies for the delay in processing. 

  Customer response

  08/09/2023

  I accept the business's response to resolve this complaint.
  

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