Audi Dallas

Audi Dallas responded

Dr. E, thank you for taking the time to share this detailed feedback and for trusting Audi Dallas with your RS3 and protection products. We sincerely apologize for the frustration, confusion, and extra steps you experienced when trying to process your windshield claim at a different Audi store, and we understand how important transparency and OEM glass were to you as a physician and out‑of‑town buyer. Working with our partners at Sonsio and Jim Moran & Associates, your claim has been approved and set up to provide exactly what was promised at the time of sale—an Audi OEM windshield with proper calibration, consistent with the coverage you purchased. We’re sorry for any confusion caused by attempting to complete the replacement through another Audi dealer and are pleased that the outcome ultimately aligned with your expectations. We appreciate your patience throughout this process and invite you to contact our General Sales Manager, Thomas Hornsby, directly at 214‑561‑1822 if you would like to discuss your experience further or if we can assist you in any other way. Safe travels and best wishes.

Audi Dallas responded

alevargas36, first we want to acknowledge how difficult this situation has been for you and your family, especially dealing with a major vehicle issue in the middle of a trip while your mother was ill. We are genuinely sorry for the stress and disruption this caused during an already challenging time. We understand that after the purchase you had some concerns brought up by third party tire shops. Adam meant no disrespect when he encouraged you to bring the vehicle back to have our Service Manager, Brandon Hunter, personally measure the tires in front of you. He was simply wanting to put your mind at ease by letting you clearly see that the tires were in fact well above what the tire shops had represented. It was our understanding that you left completely satisfied that the tires did in fact exceed CPO specs. If that was not the case, we sincerely apologize. The later breakdown in Amarillo was a completely separate issue from the tires and not a result of the tire measurements or the Certified Pre-Owned inspection process. The vehicle lost power due to a software-related concern that requires an update from Audi, and that update is not something our dealership can independently create or release. Audi of Lubbock identified that the root cause is a pending software update from Audi, and once that update is available, it will allow the vehicle to be fully repaired. We understand that you called and spoke with Adam, who immediately got Brandon involved to reach out to Audi Lubbock to find out what was going on. He authorized paying to have your vehicle towed from Lubbock back to Audi Dallas, arranged a loaner vehicle for you at no charge, and has committed that you will remain in that Audi Dallas loaner at no cost until the software update is released and your vehicle is fully repaired. That commitment stands, and we will continue to communicate with you as soon as we have firm timing from Audi on the update. We understand that from your perspective, trips to tire shops, a breakdown far from home, and uncertainty about when your Audi will be fixed all feel like one long, frustrating experience. Our goal in responding here is not to minimize that frustration, but to clearly separate the early tire concerns from the later software-related failure. We have every intention to work through this challenge with you. We'll be in touch soon!

alevargas36 responded

Thank you for responding. I appreciate someone getting back with me but there are a few things that are wrong in your response. I was told to go to other tire shops take pictures and also bring reports for the tires. These tires were obviousely switched with another vehicle and put on my vehicle. Every tire shop I took it to gave me a tread wear that was not sufficiant with a vehicle with only a few thousand miles. Adam was combative stated he would not even think about dealing with another tire shop. If this was the case why make the customer do this. That's not customer service. They new I would be traveling and assured me this vehicle went through all the necessary checks and services that mad it a certified Audi. I undestand updates but not knowing when it will be fixed is a serious problem and as far as the loaner you gave me. I had to put down a deposit for that on top of the thousands I put into the rental cars and hotels that we did not plan on using. So the whole story is not what is really going on. I feel that a safety issue update that can put a vehicle in the fast lane going 75 miles an hour and then drop it down completly to ten miles an hour is a very dangerous thing and can be catastrophic to whoever is driving and maybe you should not be telling people that the vehicle is good to go when this situation could happen because it did. Now we need to fix it. If my vehicle is not going to be fixed then we replace it.That is the easiest answer. The law states it.

Audi Dallas responded

Felisia, thank you for taking the time to share your experience and for trusting Audi Dallas with your vehicle. We are truly sorry for the frustration, inconvenience, and concern this situation has caused you, and we regret that your ownership experience did not meet the standard of care and transparency you rightfully expect from our dealership. It is our understanding that the mechanical concerns with your vehicle have since been resolved and that your car is currently operating properly, but we recognize that the process you went through was stressful, and we apologize for any miscommunication or lack of clarity you may have experienced during your service and arbitration journey. We sincerely appreciate your business and the opportunity to have worked with you, and if you have any remaining questions, concerns, or would like to discuss your experience further, please reach out directly to our Service Director, Brandon Hunter, at (214) 561-1849 or bhunter@audidallas.com so we can address your concerns personally and promptly. Best wishes!

felisiavan responded

Thank you for the apology, but the official BBB Arbitrator's Correction Order directly contradicts your response. The arbitrator explicitly noted that your dealership's 'lack of communication exacerbated this issue' by failing to alert me for 21 days. Furthermore, the arbitrator's order confirms that while I repeatedly reported a dashboard parking brake malfunction, your mechanics only replaced a gear selector module (J587 code) and performed absolutely no repairs or checks on the actual brake system. You did not fix my safety concerns. I will be emailing you this official legal document shortly and expect an immediate escalation to Audi of America."

Audi Dallas responded

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