Audi Tacoma

We have spoke to the customer and resolved the issues - [redacted] Customer Care Team

Complaint: [redacted] I am rejecting this response because I paid extra money for the high performance exhaustI wouldn't have paid so much for this car if it didn't have itI will not give up my exhaust for them to keep what I paid for and give me a used one that I don't know works properlyI just need the part the previous owner took off so my car will work the way it's supposed toSincerely, [redacted]

Good afternoon, A refund will be processed for the Key Replacement Warranty, as agreed upon by our Audi General Sales Manager and Ms [redacted] The amount of $will be sent to the lien holder to be written off of the loanIf we may assist you further, please reach out to us at [email protected] Thank you, Hope S [redacted] Customer Care ManagerLarson Automotive Group

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Our Customer Care Manager, [redacted] D***, had reached out to the customer to discuss the situationUnfortunately the customer wasn't available when [redacted] made contactOur assumption was the customer was spoken too and resolved but that wasn't the caseWe have now confirmed that [redacted] has contacted [redacted] and explained to her that she and her boyfriend are welcome in our store and if any other situations arise please do not hesitate to reach back out - Customer Care Team

To whom it may concern: The vehicle in question was inspected by our technician and at the time of the inspection the check engine light was not on and during our routine scan there were no stored fault codes to indicate there were any emission issuesAfter the vehicle was sold the check engine light came on and when it was taken to a Subaru dealership it was discovered that the previous owner had removed the factory catalytic converter when they replaced the exhaust system and had installed a tuner to bypass the check engine light systemThe tuner was removed by the previous owner when the vehicle was traded inThe nature of this emission fault is going to periodically alert the check engine light as the vehicle is driveUnfortunately the test drive performed after the vehicle inspection was obviously not long enough to trigger the check engine lightWhen the vehicle was sold it took more than one day worth of driving to trigger the check engine lightWe have offered to remove the exhaust down pipe that is currently on the vehicle and replace it with a factory catalytic converter to resolve the emissions issue - Larson Customer Care

Complaint: ***I am rejecting this
response because: I received a refund of $on November 3rdUnfortunately this is not the correct amount that I paid for the warrantyI was guaranteed a full refund if I never use the warranty for any reasonThis is not even close to the $4000~ that I paidI am requesting a FULL REFUND. Sincerely,*** **

Complaint: ***I am rejecting this response because you shouldn't have sold a car without thoroughly inspecting the vehicleIt's not fair that I have to keep going back and fourth with this dealershipWhy would you need to keep the exhaust to sell it and give me an exhaust that I don't know even works correctly? I would only want a professional shop to fix my car I don't trust this dealership to put it on correctlyI might need to explore my other options to get this problem resolved.Sincerely,*** ***

To whom it may concern:
We apologize for the delay in sending the refund checkThe check was issued and mailed on the 27thWe have contacted the customer to inform them to be on the lookout for it's delivery.
- Larson Customer Care

To whom it may concern:
At the end of a lease term customers have options1) Opt to refinance and purchase the lease2) Trade in the vehicle towards another purchase or lease3) Return the vehicle to Audi and walk away from the lease after all obligations have been metWe often times
get customers who bring us their keys and want to turn their vehicle in without opting to lease or purchase another vehicleIn these situations we provide the customer with documentation from Audi and ground their vehicleAfter the vehicle is inspected we have the option of purchasing the vehicle from Audi or requesting that Audi pick up the vehicle from our locationIn these types of situations we do not investigate the customer’s current loan as there is no need toIn the event the customer wanted to refinance their current lease or trade their vehicle in we would contact the bank and move forward with structuring a new dealSince Ms*** elected to drop her vehicle off and not refinance or lease a new vehicle we had no reason to inquire with the bank on her current loan statusMs*** is responsible for the terms she agreed to with Audi of America via its franchised dealership Audi TacomaWe do understand Ms***’ frustration but unfortunately we cannot waive any fees Ms*** has incurred as those funds are owed to Audi of American and not Audi TacomaWe would advise Ms*** to contact Audi Customer Care
Larson Customer Care

The warranty is through Fidelity not Audi so it is not subject to their recallUnfortunately the manufacture has had to recall a portion of their vehicles due to EPA regulationsAudi Tacoma is not part of the Audi USA umbrella, we are independently owned and operated and were not responsible for the manufacture or design of the vehiclesThe warranty was purchased and has a refund clause that states the refund will be prorated based on miles or time, whichever was used more and in this case more time has been used then miles
-Larson Customer Care

Complaint: ***I am rejecting this response because:
When I originally requested the refund, no one in Larson advised me that it was yearsAll they said was that my "full refund was on the way" After finding out that it is a year contract, I was willing to wait because that's only a few months away.
However while waiting for over months, I received notice that my car was being recalled and that I have to sell back the car in DecemberThis is why I'm requesting the full refund because it is not my fault that I bought this brand new car and now it's being recalled due to the emissions class action lawsuitI can't keep this car for years like I planned to so I could get the full refundI have to sell back the car before the year mark but that decision was not made by me
The lawsuit requires Audi to refund me for the car, the warranty contract should also be refunded due to this recallThis recall was the fault of Audi therefore it is their financial responsibility to pay the consumer in full
I am meeting with a lawyer tomorrow to go over the contractIt is not my liability or fault that this contract is ending prior to yearsI know my rights and I will not let you take my money because you guys built a faulty car that's now being recalled
Sincerely,*** **

The vehicle was sold below market valueThe exhaust system is not taken into consideration when determining market value for a vehicleWe stand by our resolutionWe will make the vehicle whole and install a factory exhaust system but we will be keeping the aftermarket system
-Larson Customer Care

Ms. [redacted] first complained of a brake squeak 2/25/16 at this time the vehicle had 23,439 miles. The technician test drove the vehicle and was unable to duplicate her concern. The front brakes measured at 7mm from backing plate and the rear brakes measured 9mm from...

backing plate. (ro 494534) No technical service bulletins or updates available.    The second complaint was that the brakes were too "grabby” on 3/14/2017 the vehicle had 24,321 miles at that time. Test drove vehicle and was again unable to duplicate her concern, the brakes were operating as designed when compared to a similar vehicle (A6) (ro [redacted]) No technical service bulletins or updates available.    The second complaint of a brake squeak was 12/22/2016 at 33,439 miles, at this time we were able to verify the concern. The front brakes were 5mm and 6mm from backing plate rear brakes measured at 8mm checked for technical service bulletins and updates, found tsb [redacted] release date of 9/22/2016. Brakes must have be above 10mm of brake pad thickness including backing and dampening plate for tsb to apply under warranty.  Original est to replace front brakes 1180.00 after taxes, offered to replace front brake pads and rotors at a reduced price for customer satisfaction. New total after discounts 959.00 est was given 12/22/2016 and per dealership policies is valid for 30 days.    Customer requested to replace brakes April 5th, due to recent labor, parts and tax increase total cost to replace brake pads and rotors would be 1250.00. Offered to honor original discounted quote of 959.00 for customer satisfaction.

Good afternoon, A refund will be processed for the Key Replacement Warranty, as agreed upon by our Audi General Sales Manager and Ms. [redacted]. The amount of $125 will be sent to the lien holder to be written off of the loan. If we may assist you further, please reach out to us at...

[email protected] Thank you, Hope S[redacted]Customer Care ManagerLarson Automotive Group

To whom it may concern,
 
 
We have resolved the situation. While the vehicle was timed to the manufactures specifications, there is a possibility the crankshaft jumped a tooth. In the interest of taking care of the client, we are refunding the labor amount for the repair order....

Customer is aware and is satisfied with this resolution.
 
- Larson Customer Care Team

To whom it may concern:
 
The vehicle in question was inspected by our technician and at the time of the inspection the check engine light was not on and during our routine scan there were no stored fault codes to indicate there were any emission issues. After the vehicle was sold the check...

engine light came on and when it was taken to a Subaru dealership it was discovered that the previous owner had removed the factory catalytic converter when they replaced the exhaust system and had installed a tuner to bypass the check engine light system. The tuner was removed by the previous owner when the vehicle was traded in. The nature of this emission fault is going to periodically alert the check engine light as the vehicle is drive. Unfortunately the test drive performed after the vehicle inspection was obviously not long enough to trigger the check engine light. When the vehicle was sold it took more than one day worth of driving to trigger the check engine light. We have offered to remove the exhaust down pipe that is currently on the vehicle and replace it with a factory catalytic converter to resolve the emissions issue. 
 
- Larson Customer Care

Complaint: [redacted]I am rejecting this response because I paid extra money for the high performance exhaust. I wouldn't have paid so much for this car if it didn't have it. I will not give up my exhaust for them to keep what I paid for and give me a used one that I don't know works properly. I just need the part the previous owner took off so my car will work the way it's supposed to. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I spoke to Customer Care Manager, [redacted] on May 23, 2016 and after our discussion [redacted] advised she would get back to me that day. After a few...

days went by I called [redacted] and the person who answered the phone said she was busy. Right, when I was leaving a message she was immediately calling on the other line.  [redacted] advised she was still trying to reach Mr. L[redacted]. She also advised she listened to the call with [redacted] however, I was never advised a call was being recorded when the gentlemen [redacted] originally contacted me. When [redacted] called me on May 23 she said she had to state this call is being monitored and recorded. [redacted] never stated this same thing up front and [redacted] refers to the recording. At the end of the discussion with [redacted] she advised she would get back to me on May 26, 2016. [redacted] said she was going to try and one figure out why I was told I'm not allowed to have my Audi serviced at the Fife/Tacoma location? And to gain permission to have my car serviced there since it's close for me. There is also no reason why my boyfriend is not allowed to take my car to be serviced. My boyfriend has been to the dealership on several occasions and has had no problem working with Brittany in service. The issue came about when [redacted] called my phone and dis-serviced me as a customer. Prior to his call he had made several calls to my line and not once did he leave a message. Today, is now June 4 and I've yet to hear the outcome?  Sincerely,[redacted]