On August 17 my wife and I purchased a 2007 Audi Q7 Quattro from K & R Auto, and the associate who assisted us was John Vallieres.
Before purchasing, we noticed a few cosmetic things that we wanted replaced: the radio did not work, the vent on the passenger side was broken, there was a piece missing on the rear hatch, and the shade on the driver’s side rear was missing a clip-which prevented it from being able to stay up, therefore it was useless. We had agreed to purchase the vehicle contingent on the items listed above being repaired. John gave us a “We Owe” paper which had these items listed on it, and we proceeded with the purchase. We drove the car home that evening.
On August 19th, my wife drove the car back to Auburn, which is an hour commute from our home. She dropped the vehicle off and was given a 2012 Kia Forte EX. The renter car was clearly not suitable to drive; there was a loud knocking in the front end. Not only did we have to drive the hour home and back, but we were transporting our four year old daughter and my wife was 8 months pregnant. The vehicle felt so unsafe that we did not drive it at all for the two days we had it; only taking it home and directly back to K and R.
On the August 21st we picked up the Audi and John informed us they replaced the entire head unit. He made mention of the cost ($800) and appeared to be put out by it, since he originally thought the issue was a simple fix. At this point, the other parts had not come in. Therefore, my wife made an appointment for August 31st at 3:30, a half an hour before her doctors appointment in Lewiston. They had told us they were going to give her a loaner car to go to her appointment and by the time she was finished the Audi would have all the parts replaced and the car would be ready. When she got to K and R, John informed Tia that the parts were not in. He did not even have the courtesy to call and let us know. He assured her the parts would be in by her next appointment. At this point her prenatal visits were every two weeks, and since we were quite honestly getting fairly fed up with K and R, she decided to make a trip down as soon as the parts were in.
The first week of September (we cannot remember the exact date but are fairly certain it was that Wednesday) Tia drove back to K and R to get the parts replaced. Upon arriving, John informed us that the parts were in but they were not correct. Therefore, he took the VIN off the Audi and proceeded to order the correct parts.
In the meantime, I had noticed a shaking that had been occurring once the vehicle hit about 60, so I had called John to address this before our 30 day warranty was up. When Tia went to get the parts installed for the second time, John test drove the car with his mechanic and told her that the vehicle needed to be aligned. He also said that he would be willing to give us a loaner for the time the car was in the shop and would work completely around her schedule. They could not get the car in that afternoon, so again Tia left with no changes to the Audi.
I made an appointment for September 10th at 9:30 for the vehicle, since that was Tia’s appointment. We ran late this day, so I dropped Tia off at her doctor’s appointment and then took the car over to K and R. My wife ended up being admitted that day, and K and R gave me a loaner while they did the repairs on the vehicle. After not hearing anything all day, and my wife being in labor, I finally called them late afternoon and they told me the car was at VIP. Since our hospital bags were in the back, I had my father-in-law drive to VIP to get the bags to bring back to the hospital. He did, and when he arrived, VIP told him that they did not have the car. Apparently K and R came to pick it back up. Therefore, my father-in-law drove to K and R to get the bags. He did not notice if the parts had been replaced at this point.
Early September 11th, my wife gave birth. We still did not have our vehicle. John did not call that morning to tell me it was ready. Around noon, I finally got the Audi back. However, not all the parts were replaced. The clip on the driver’s side rear for the shade was not replaced. A different sales associate helped me because John was tied up. This associate told me that he did not know why we were promised the clip replacement in the first place, because it was an “accessory” and did not effect whether or not the car could pass inspection. Since John was busy and he was the man I needed to speak with, I left.
Later that afternoon, I called John who informed me that the clip was not replaced because it was too expensive. They apparently could not get just the clip, but they needed to buy the entire shade. He said that with the parts and labor the cost was just too high to replace. At this point, I was extremely frustrated so I drove back to K and R to speak with John face to face. When I got there, he basically spewed the same story, but this time said he would try to look into junkyards for a replacement. I had no choice but to leave.
Here it is, October 9th, and I still do not have a replacement part for the shade. I literally call K and R daily to try to get this resolved, and I am just jerked around. John literally never returns my calls and continues to make excuses as to why the part cannot be replaced. We had an understanding that the part would be replaced prior to purchasing the vehicle, and expect this promise to be followed through. I spoke with John today who said that he would split the cost with me; this is just plain unacceptable.
We have text, called, and visited K and R more than I ever wanted to in my life. I am extremely unsatisfied with the customer service I have received. I do not care if the part cost $1 million dollars; it was promised to us, and that promise needs to be followed though with.