Audi Silver Spring

We still do not believe that [redacted] 's bumper was damaged while in our possessionOur Service Manager Evan S [redacted] has left a message for [redacted] to contact himWe will not pay $to have [redacted] bumper to be repaired at an outside body shopOut of goodwill we will fix [redacted] s bumper at our body repair facility [redacted] will have to call MrS [redacted] and make arrangements

[redacted] came to Audi Silver Spring Parts department on 6-16-to purchase a passenger tail light assembly and a drivers side wheel wellHe asked our service writer Diego if he could have our service shop install the tail light because it was broken and the wheel well because it was missingWe installed both parts.)n 9/15/ [redacted] returned to our service department complaining about water leaking into his carHe accused us of not fixing the problem back on 6/16/to which our response was that he never told us he had a water leaking problemWe found that his A pillar sunroof drain was twisted and we replaced the drain hose.On 10/24/ [redacted] returned with the complaint that their was still water intrusion when his [redacted] was being pressure washedWe discovered that the water was coming in around the fuse box which had been removed at some point because it was missing some screws and the gasketWe ordered a new fuse box and parked the [redacted] and gave [redacted] a loaner carWhen the part arrived our technician went out to the lot to start the [redacted] but the [redacted] would not startWe called [redacted] and told him that we thought that the timing chain might be stretchedHe came in and insisted that it was the battery and asked us to try and crank it over with a battery jumper attached to the batteryWe strongly advised against this because of the potential for damaging the engine [redacted] insisted and he tried to start the car which did not start [redacted] then approved for our service department to put a new timing chain assembly with the understanding that there may be more engine damage to his [redacted] but until we were able to get the car started we wouldn'tUnfortunately when we were able to start the car it was discovered that cylinder #was damaged and now the car needs an expensive engine repair, a new cylinder head [redacted] has declined the cylinder head replacement and has agreed to pick up the car on 12-22-and return our loaner car but has not returned to the dealership and has been avoiding our phone callsAudi Silver Spring, has not anything wrong with all the repairs done on [redacted] [redacted] and we need [redacted] to return our loaner vehicle immediately

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:In regards to the response to my complaint against Audi Silver Spring I am rejecting the resolution on these grounds.First let me make it clear that when I took the car into Audi the first time it was to resolve a leak within the radiator, the development of the issue with the oil and the coolant mixing was not due to my negligence but due to them not fixing the problem and returning the vehicle to me without any resolution.Secondly, according to MrEvan S [redacted] he has not stated as to who at the dealership was driving the vehicle he has only made mention to that fact that and I quote “the shop foreman was the only person that worked on the car and we felt that we had not had anything to do with the small blemish on his front bumper” There must have been more than one person who had access to the car and who drove this car, the service department consist of a number of employees and they have a procedure when a customer drops and picks up a vehicleLet me express that the damages inflicted on the car are not blemishesI have taken the car to an auto body shop for an estimate on the damages to the car and I was given a quote of $and this estimate was given by [redacted] *** I will attach the estimate so that Audi Silver Spring can have access to itI will also include photographs of the damage to the car.I will await a response from Audi Silver Spring through the avenue of the Revdex.com Thank you.Regards, [redacted]

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before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have made a next appointment with them regarding the repair and investigation on brake pad systemHope this can be efficiently resolved.
Regards,
*** ***

*** ***' ** was leaking in two placesOn 9/15/our technician found that the drain hose was defective and allowing water to intrude into the **Six weeks later *** *** brought his car back complaining that it was still leakingHe shared with us that when he takes the car thru a car wash he gets some water intrusionWe put his car thru our car wash a number of times and found the intrusion was coming from inside the engine compartment on the firewall of the carWe showed *** *** where it was leaking and ordered the part to fix the problem*** *** left his ** at the dealership and we put him in a loaner carWhen the part came in we went out to start the car and the ** would not startOur experience told us that the problem was that the timing chain had stretchedWe shared this information with *** *** who came in to the dealership and he told us that this has happened before and that he thought it was the batteryHe instructed us to put a charger on the battery and to crank the starterWe advised against this and he went ahead and cranked the starter and the car would not startAt this time we told *** *** that we would have to but a new timing chain on his car just to see if there was any other damage which there turned out to be.I do not see where the two visits where we fixed the water intrusion problem has anything to do with a time chain going bad and causing engine damage

*** *** is coming to our dealership Tuesday Oct31st to meet with our service manager Evan S*** to review her concerns with her **Hopefully we can make her happy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Consumer stated that he feels the company is responsible for the repairs based on the fact that he had come to the mechanic to see why water was flowing under the hood and the company had run a diagnostic test and stated that the mechanic did not inform him that the car had anymore problems beyond the drain hoseSo once he was charged for the drain hose repair he went back to the car wash a few days later the car was still leaking water under the hood and he then had taken it back to the mechanic who charged him again for the same issueAfter running the diagnostic test again there were more problems with the car than the mechanics stated in the first diagnostic test.
Regards,
*** *** ***

[redacted] came to Audi Silver Spring Parts department on 6-16-16 to purchase a passenger tail light assembly and a drivers side wheel well. He asked our service writer Diego if he could have our service shop install the tail light because it was broken and the wheel well because it was...

missing. We installed both parts.)n 9/15/16 [redacted] returned to our service department complaining about water leaking into his car. He accused us of not fixing the problem back on 6/16/16 to which our response was that he never told us he had a water leaking problem. We found that his A pillar sunroof drain was twisted and we replaced the drain hose.On 10/24/16 [redacted] returned with the complaint that their was still water intrusion when his 2005 ** was being pressure washed. We discovered that the water was coming in around the fuse box which had been removed at some point because it was missing some screws and the gasket. We ordered a new fuse box and parked the ** and gave [redacted] a loaner car. When the part arrived our technician went out to the lot to start the ** but the ** would not start. We called [redacted] and told him that we thought that the timing chain might be stretched. He came in and insisted that it was the battery and asked us to try and crank it over with a battery jumper attached to the battery. We strongly advised against this because of the potential for damaging the engine. [redacted] insisted and he tried to start the car which did not start. [redacted] then approved for our service department to put a new timing chain assembly with the understanding that there may be more engine damage to his ** but until we were able to get the car started we wouldn't. Unfortunately when we were able to start the car it was discovered that cylinder #2 was damaged and now the car needs an expensive engine repair, a new cylinder head. [redacted] has declined the cylinder head replacement and has agreed to pick up the car on 12-22-16 and return our loaner car but has not returned to the dealership and has been avoiding our phone calls. Audi Silver Spring, has not anything wrong with all the repairs done on [redacted]  ** and we need [redacted] to return our loaner vehicle immediately.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:In regards to the response to my complaint against Audi Silver Spring I am rejecting the resolution on these grounds.First let me make it clear that when I took the car into Audi the first time it was to resolve a leak within the radiator, the development of the issue with the oil and the coolant mixing was not due to my negligence but due to them not fixing the problem and returning the vehicle to me without any resolution.Secondly, according to Mr. Evan S[redacted] he has not stated as to who at the dealership was driving the vehicle he has only made mention to that fact that and I quote “the shop foreman was the only person that worked on the car and we felt that we had not had anything to do with the small blemish on his front bumper”  There must have been more than one person who had access to the car and who drove this car, the service department consist of a number of employees and they have a procedure when a customer drops and picks up a vehicle. Let me express that the damages inflicted on the car are not blemishes. I have taken the car to an auto body shop for an estimate on the damages to the car and I was given a quote of $924.08 and this estimate was given by [redacted].  I will attach the estimate so that Audi Silver Spring can have access to it. I will also include photographs of the damage to the car.I will await a response from Audi Silver Spring through the avenue of the Revdex.com.  Thank you.Regards,
[redacted]

We still do not believe that [redacted]'s bumper was damaged while in our possession. Our Service Manager Evan S[redacted] has left a message for [redacted] to contact him. We will not pay $900 to have [redacted] bumper to be repaired at an outside body shop. Out of goodwill we will fix [redacted]s bumper at our body repair facility. [redacted] will have to call Mr. S[redacted] and make arrangements.

[redacted] brought  his 2010 Audi ** with 137,580 miles into our service shop with coolant leaks on 5-13-16. We explained to [redacted] that we would have to repair the external leaks before we could diagnose his car correctly. It took 2 separate repairs to take care of the external leaks....

After the external leaks where fixed it was discovered that now coolant was leaking into the internal oil system of the engine. We advised [redacted] that he may want to look into trading his ** because there could be internal damage to the engine. [redacted] was not happy with the valuation that we put on his 137,000 plus 2010 **(Audi Silver Spring did not sell the ** to [redacted]). We explained to [redacted] that the [redacted] showed that his car had a branded title and one minor accident.  Our service manager Evan S[redacted] did discount the last service that we preformed on [redacted]'s car which was replacing the breather value which has corrected the problem. When [redacted] came to pick up his car he claimed that we had damaged his front bumper. Our shop foreman was the only person that worked on his car and we felt that we had not had anything to do with the small blemish on his front bumper. As a gesture of goodwill our service manager Evan will contact [redacted] and offer to have the small area where the blemish is to be blended.

Review: Mile One and Audi in [redacted] have not successfully repaired our Audi and it is now going on 6 months. Each time the car has been returned and they claim it has been repaired and checked there are more issues. We have all the paperwork and documenation and Audi has admitted for the last problem (there was oil in the coolant system) that they do not know what is causing the issue - an issue that arose after they supposedly repaired the car. They also damaged the leather seats when they did repairs. We have contacted management for Mile One / Audi in [redacted] to try to get the car repaired and they are unresponsive. [redacted], General Manager, called a couple of weeks ago assuring the car would be fixed but it is still at Audi after the last attempt of installing a new radiator.Desired Settlement: Return the car without any issues ASAP - taking almost 6 months to repair a car is ridiculous

Business

Response:

[redacted]. [redacted]'s vehicle sustained very significant accident damage and was towed to our collision center, not Audi [redacted], on or about May 23rd. All work authorized by the owner’s insurance company at that time was timely completed on or about June 19th which is well within industry standards given the extent of the collision damage. Subsequently on June 25th the vehicle was bought to Audi [redacted] for additional accident related damage that was not previously approved by the insurance company. Once the repairs was approved by the insurance company, the repairs were again completed timely. On August 5th the vehicle was brought to our shop with a tire concern. A mismatched tire was found on the left front which the insurance company agreed to replace. On August 28th the vehicle was bought into our shop for a coolant light on. Oil was found to be contaminating the coolant which was traced back to additional accident damage which was not visible to either the insurance company representatives or the repair facility when the original repair estimate was made by the insurance company. The cooling system was flushed and the customer was advised to return the car to be rechecked in 500 to 1000 miles. Additionally, the vehicle was returned to the collision center to re-secure an underbody panel and check for wind/road noise. On October 2nd the vehicle was brought in with a complaint of drifting to the right. It was not determined whether this was accident damage or caused by a subsequent event. The repair was made at no cost to the customer or the insurance company. On October 28th the vehicle was towed to our shop, again with a coolant concern, 923 miles after the August 28th visit when the customer was advised to return within 500 to 1,000 miles to allow us to recheck the vehicle. This concern was traced back to an additional component apparently damaged in the accident, the radiator, but again with no visible sign of damage as the damage was internal and not visible to either the insurance company representatives or the repair facility. The insurance company was promptly contacted and they approved the additional repairs which were then completed timely. Given the extent of the accident damage and the extent of damage that was not visible, we feel as thou the repairs were performed within reasonable collision industry and insurance standards.