Audi North Park

Revdex.com/Mr [redacted] ,I apologize for the service experience you received during your recent visitThis is not the level of service I expect our team to provide to our client's when visiting Audi North ParkAs a gesture of Goodwill from Audi North Park E am going to reimburse you in full for the entire visitI apologize your service advisor, ***, misinformed you regarding the first service being covered by AudiWhile it is accurate that your first service is covered by Audi of America, this was not the first service, the first service was already performed on your Aon February at milesThis possibly could have been performed prior to you owning the vehicleThe service performed during your visit with us was actually your second oil changeYour Awas due for service by time instead of miles.Although we do strive to be competitive and fair in the marketplace we do not let our competitor's (including Cavender Audi) dictate how we conduct business here at Audi North ParkThe price for an oil & filter change is $plus tax and shop chargesThis is what you can expect when returning for future visitsNow we do strongly recommend when servicing your Athat you follow Audi's Scheduled Maintenance Checklist which are much more than just an oil changeI have included a copy of the Checklist in the correspondence I am returning to the Revdex.comBy following this schedule, you will be heiping assure your vehicle is operating in optimal condition and ensure your Aperforms as it shouldYou can contact us to inquire about pricing for these ServicesIn addition, our Finance Staff offers Audi Care which covers these ServicesThey can go over pricing if you are interestedI certainly hope you give us another opportunity to show you the true "Audi North Park Service Experience"We do offer pick up and delivery service, loaner cars and shuttle service whenever you are ready for your next visitThank you, [redacted]

Complaint: [redacted] I am rejecting this response because:I never had a problem with a crankcase or oil consumption until I took my car in for an oil leak Yes, I did decline the crankcase breatherYour service advisor did inform me of the technician's recommendation for replacement and he mentioned that I might hear a slight whistling sound I asked him if I could replace it when I returned in July for a service appointment, which he agreed to and also stated "it's not like it's going to blow up on you" On Sunday evening, May 7, 2017, that's exactly what it did as I attempted to accelerate across a busy road, when all of a sudden the engine began to stall to a continuous jerk Mr [redacted] makes an assumption that I didn't have issues again until I returned the car on May 29, 2017, when in fact the following list each time I attempted to reach out to the service advisor, [redacted] ***: May 9, 2:16PM [redacted] May 11, 8:14AM [redacted] May 12, 7:20AM [redacted] May 12, 9:19AM [redacted] May 12, 12:31PM [redacted] May 12, 3:51PM [redacted] Incoming May 13, Returned to NP Audi to have the oil topped off - Mr [redacted] also stated could have been a technician mistakeI was there for at least minutes May 20, Returned to NP Audi to have oil topped off - this visit took less that minutes May 25, Scheduled service appointment for May 29, May 29, Car dropped off at NPAudi for service appointment May 30, 3:45PM [redacted] June 2, Car picked up at service completed June 2, 7:26PM Email and pictures to [redacted] informing him of the low oil after having picked up the vehicle same dayJune 6, 2:19PM [redacted] June 7, 1:54PM [redacted] Additionally, your advisor provided inaccurate service maintenance information that I had not had service since 50K, when in fact my last service appointment was at 76k miles; and had a wrong address on file During the last repair ,Mr [redacted] mentioned that I may have an oil consumption problem and explained to return after miles if the oil became low again for an oil consumption test He mentioned that my car did not qualify because of the mileage and the expiration date of the class action lawsuit, but mentioned, I would be responsible for a $6,test NPAudi made no attempt to correct the wrong that was done prior to my multiple visits to Cavender Audi NP should have reviewed the previous service repair and warrantied that, instead of charging me a second time, which, yes, Mr [redacted] did refund Second, I was informed, I was charged an excessive amount of labor for the work done on 5/29; and since the service technicians diagnosed the wrong problem, I should be refunded for the software update that was never a problem Lastly, Mr [redacted] says they refund me "a gesture of goodwill" When I took my car to Cavender Audi, it should not have been a third time that I needed a crankshaft, but instead, I had another faulty crankshaft Yes, I received a refund from Cavender Audi for the work they did, who also recognized that I was being treated unfairly by NP However, "a gesture of goodwill" and to gain my trust and recommendation to other Audi owners, is to right the wrongs I absolutely do not feel there was any professionalism in charging me twice for a part that was supposedly under warranty Ethically, I am a female who has no understanding of auto repair, but trust the information provided to me and because of that I feel I was wronged If it weren't for the fact that demanded to speak to someone of higher authority and indicated that I felt discriminated against because I am a woman, then I wouldn't have gotten the final repair that I received from Cavender My request for full refund still stands Please note, I have multiple pictures on different dates and times the oil levels were dropping and did not read to add oil Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12690192, and find that this resolution is partially satisfactory to me I’m not sure where they got the figure of only paying me back a third of what I paid to get the car serviced, as well as how they figure that I should’ve just paid for the tires out of my own pocket instead of either giving me a new set of tires or reimbursing me for the ones I boughtThe front tires need to be changed out as well, but I couldn’t afford to do all four tires all at once so I feel like they should’ve at least met me halfway on everything instead of paying out only $ I’m not sure though if declining their offer would prevent them from paying me anything back at all which is why I selected the “accept” option.Hopefully you can understand where I’m coming from with this situationI attached both receipts from after I purchased the vehicle Regards, [redacted]

Good afternoon ***I just spoke with my Used Car Manager and he is going to reimburse the client 1/of the $the client spentSean Atkins will submit a check request in the amount of $for the repairs the client incurred after the purchase to our business office todayIt takes 3-
business days to process and then we will mail the check to the clientThank you for your patience in resolving this client’s complaint.Thank you,*** *** | Service DirectorAudi North Park*** ** ** *** *** ** ***-***-*** (w) | ***-*** **)***-***-*** *c) ***@***om

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

Revdex.com/Client, 12/4/17 The client brought her vehicle to Audi North Park Service Department on 5/2/Her only concern on that visit was to address an oil leakThe technician verified oil leaking from the upper timing cover and valve coverThe client authorized the repairsDuring the repairs
the technician recommended replacing the crankcase breather valve due to a slight whistle noiseThe client declined at that time, The client returned on 5/8/due to engine light illuminating and vehicle running roughThe technician verified the crankcase breather valve failed and the client authorized the repairThe technician replaced it with the most up to date part available at the time of the repairThe client returned 5/29/for concerns, the first was the oil level does not read on the MMI and the second was low oil light warning is illuminatingThe first concern was resolved by performing a software updateTo resolve the second concern the client authorized the first procedure in determining if there is an oil consumption issueThe Technical Service Bulletin 2027731/requires replacing the crankcase breather valve with part # 06H103495AE, front crankshaft seat, front crankshaft pulley bolt, and socket head boltsThe technician performed the repair per the Audi Bulletin/repair instructionsThe client took her vehicle to Cavender Audi on 10/13/for light illuminating every two weeksThey proceeded to replace the crankcase breather valve (it was faulty)They replaced it with the most current part availableThe part that we installed was superseded with a new part numberCavender Audi should have replaced the part thru Audi parts warranty but they charged the client for the repairThe client contacted me while her vehicle was at Cavender AudiI agreed to refund her for her 2nd visit with usWe reimbursed her $for the first replacement of the crankcase breather valve as a gesture of goodwill towards the clientI informed the client I would try to get Cavender Audi to refund the charges for that repairI contacted our Audi Aftersales Region Manager, *** ***, and informed him that the client was charged by Cavender Audi for the repair even though it should have been a parts warrantyHe was able to get Cavender Audi to reimburse the client and have them submit it to Audi parts warranty with our invoice showing the part was already replaced months priorI contacted the client and informed her that Cavender Audi would be issuing a refund for those charges.While I certainly can understand the client's frustration with having several issues over the last 6-months we completed all the repairs professional and ethicallyI do not see anything that merits refunding her for those two invoices especially since the first repair was to replace leaking oil gaskets/sealsWe appreciate the client giving us the opportunity to take care of her and her Audi and would like to continue that service if she so chooses *** ***

Complaint: [redacted]
I am rejecting this response because:I never had a problem with a crankcase or oil consumption until I took my car in for an oil leak.  Yes, I did decline the crankcase breather. Your service advisor did inform me of the technician's recommendation for replacement and he mentioned that I might hear a slight whistling sound .  I asked him if I could replace it when I returned in July for a service appointment, which he agreed to and also stated "it's not like it's going to blow up on you".  On Sunday evening, May 7, 2017, that's exactly what it did as I attempted to accelerate across a busy road, when all of a sudden the engine began to stall to a continuous jerk.  Mr. [redacted] makes an assumption that I didn't have issues again until I returned the car on May 29, 2017, when in fact the following list each time I attempted to reach out to the service advisor, [redacted]:  May 9, 2017 2:16PM [redacted] May 11, 2017 8:14AM [redacted] May 12, 2017 7:20AM [redacted] May 12, 2017 9:19AM [redacted] May 12, 2017 12:31PM [redacted] May 12, 2017 3:51PM [redacted] Incoming May 13, 2017 Returned to NP Audi to have the oil topped off - Mr. [redacted] also stated could have been a technician mistake. I was there for at least 20 minutes May 20, 2017  Returned to NP Audi to have oil topped off - this visit took less that 10 minutes May 25, 2017  Scheduled service appointment for May 29, 2017 May 29, 2017 Car dropped off at NPAudi for service appointment May 30, 2017 3:45PM [redacted] June 2, 2017 Car picked up at service completed June 2, 2017  7:26PM Email and pictures to [redacted] informing him of the low oil after having picked up the vehicle same day. June 6, 2017 2:19PM [redacted] June 7, 2017 1:54PM [redacted] Additionally, your advisor provided inaccurate service maintenance information that I had not had service since 50K, when in fact my last service appointment was at 76k miles; and had a wrong address on file.  During the last repair ,Mr. [redacted] mentioned that I may have an oil consumption problem and explained to return after 630 miles if the oil became low again for an oil consumption test.  He mentioned that my car did not qualify because of the mileage and the expiration date of the class action lawsuit, but mentioned, I would be responsible for a $6,000 test.  NPAudi made no attempt to correct the wrong that was done prior to my multiple visits to Cavender Audi.  NP should have reviewed the previous service repair and warrantied that, instead of charging me a second time, which, yes, Mr. [redacted] did refund.  Second, I was informed, I was charged an excessive amount of labor for the work done on 5/29; and since the service technicians diagnosed the wrong problem, I should be refunded for the software update that was never a problem.  Lastly, Mr. [redacted] says they refund me "a gesture of goodwill".  When I took my car to Cavender Audi, it should not have been a third time that I needed a crankshaft, but instead, I had another faulty crankshaft.  Yes, I received a refund from Cavender Audi for the work they did, who also recognized that I was being treated unfairly by NP.  However, "a gesture of goodwill" and to gain my trust and recommendation to other Audi owners, is to right the wrongs.  I absolutely do not feel there was any professionalism in charging me twice for a part that was supposedly under warranty.  Ethically, I am a female who has no understanding of auto repair, but trust the information provided to me and because of that I feel I was wronged.  If it weren't for the fact that demanded to speak to someone of higher authority and indicated that I felt discriminated against because I am a woman, then I wouldn't have gotten the final repair that I received from Cavender.  My request for full refund still stands.    Please note, I have multiple pictures on different dates and times the oil levels were dropping and did not read to add oil.   
Regards,
[redacted]

Revdex.com/Mr. [redacted],I apologize for the service experience you received during your recent visit. This is not the level of service I expect our team to provide to our client's when visiting Audi North Park. As a gesture of Goodwill from Audi North Park E am going to reimburse you in full for the...

entire visit. I apologize your service advisor, [redacted], misinformed you regarding the first service being covered by Audi. While it is accurate that your first service is covered by Audi of America, this was not the first service, the first service was already performed on your A3 on February 2017 at 5627 miles. This possibly could have been performed prior to you owning the vehicle. The service performed during your visit with us was actually your second oil change. Your A3 was due for service by time instead of miles.Although we do strive to be competitive and fair in the marketplace we do not let our competitor's (including Cavender Audi) dictate how we conduct business here at Audi North Park. The price for an oil & filter change is $107.25 plus tax and shop charges. This is what you can expect when returning for future visits. Now we do strongly recommend when servicing your A3 that you follow Audi's Scheduled Maintenance Checklist which are much more than just an oil change. I have included a copy of the Checklist in the correspondence I am returning to the Revdex.com. By following this schedule, you will be heiping assure your vehicle is operating in optimal condition and ensure your A3 performs as it should. You can contact us to inquire about pricing for these Services. In addition, our Finance Staff offers Audi Care which covers these Services. They can go over pricing if you are interested. I certainly hope you give us another opportunity to show you the true "Audi North Park Service Experience". We do offer pick up and delivery service, loaner cars and shuttle service whenever you are ready for your next visit. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12690192, and find that this resolution is partially satisfactory to me.  I’m not sure where they got the figure of only paying me back a third of what I paid to get the car serviced, as well as how they figure that I should’ve just paid for the tires out of my own pocket instead of either giving me a new set of tires or reimbursing me for the ones I bought. The front tires need to be changed out as well, but I couldn’t afford to do all four tires all at once so I feel like they should’ve at least met me halfway on everything instead of paying out only $900.  I’m not sure though if declining their offer would prevent them from paying me anything back at all which is why I selected the “accept” option.Hopefully you can understand where I’m coming from with this situation. I attached both receipts from after I purchased the vehicle.
Regards,
[redacted]