Audi Wynnewood

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The only response that is acceptable to me prior to taking legal action is for Audi Wynnewood to take back the car and do so without me owing Audi Financial Services any money so Audi Wynnewood has to make this rightRob N***'s response to the original complaint is not accurate or mis-leading at best to once again I'll restate the facts substantiated in the attached report of this incidentTo summarize and directly respond to Rob's response please review the following information My vehicle was NOT brought into the dealer for a pole falling on my vehicleThat was months prior and that issue was resolved and in fact so well that there was never any remaining issues and everyone including the convertible top worked perfectlyMy son worked at the dealership the entire time and he, Rob in fact, and many others commented on how well those repairs were doneSo that incident months earlier had NOTHING to do with the warranty repairThe car was brought in because of a leaking hydraulic cylinder and that's the factThe top had been operated hundreds of times with NO issues so the incident this complaint is about is 100% a separate issueThat said, my chief complaint is that someone at the dealer drove my car an excessive amount of miles, smashed it up and caused other damage which has nothing to do with any other prior incident Secondly, let me address Rob's comments about the repairs they authorized to be done on my carThose repairs were very poorly done as documented in the attached incident reportThe Service Manager and I agreed that the inside liner on the convertible top would be replaced since it was soaked in hydraulic fluid and we also agreed that the back seats would be replaced not cleanedWhen I returned to pick up my car after they did the work not only did I find it smashed up but I also pointed out to Rob, the service manager, my sales person, and several in service that the liner WAS NOT replaced, they only tried to clean the back seats so all the hydraulic fluid stains were still prominent in the carMy point here contrary to Rob's comments is that the car was not repaired as Rob stated in his responseIn fact, Rob agreed at that time and took the car back in so they could properly fix the car's interiorWhen I received the car back the second time so his shop could properly repair the interior I discovered that they did not replace the back seats, they recovered them and again did a very poor jobRob agreed at that time to allow me to take the car to my own shop to have the interior repaired since his guys had attempts to fix it and did notAs a direct result of the second repair work his shop did there are still issues including the top was installed incorrectly and has wrinkles in it which WERE NOT there before, it had some sort of fuzz or fabric all over the top that took an outside shop special effort to get off the topThe top itself was installed incorrectly and still is, there were straps and cables hanging down into the passenger compartmentThe back seats still need to be replaced or recovered properly so once again I will correctly state that Rob's response the the car was fixed are not accurate and in fact completely incorrect As Rob stated, yes, the car was sent to a repair shop of my choice because the dealer demonstrated that the work they do is sub-par at best, they don't do what they say, and they have no regard for the quality of the work so I took the car to the most respected high-end auto body shop in the area and they completely fixed the body issues resulting from the damage to the car while at the dealerThe other reason the car was flat bedded to another shop was because the service manager and I agreed in his office that the car would be flat bedded from that point on and not driven so incidents like this could be avoided in the futureThat was when I first went to pick up the car and saw it was smashed up so when I returned a few days later for them to complete the repairs properly I discovered the car was driven againThere is and was no regard for what is agreed to and no respect for the car or even a degree of professionalism in Audi Wynnewood's service department Yes, Rob did agree to work with me to make things right but his offer was for me to absorb a $16,loss and only if I purchased another AudiThat is not an acceptable response for me since none of this damage was caused by me therefor I shouldn't have to incur the lossSecondly, it's not the I simply don't want the car anymore after some work was done to itThis is a much broader set of issues which I have stated to Rob several timesI purchased this car for around $95,as an investment and I pay $per month for the loan paymentsMy intention from the very beginning was to have this as an investmentThat is no longer possible for a variety of reasons which are important to this case and the basis for why I want the car returned [redacted] and other agencies can take up to months to report work done to a car by the car's VINPrior to this incident I had a clean VIN and [redacted] report but now with all the work that has been done and is yet to be done the car title is damaged and NO investor would ever buy this car especially not for what it should be worthThe value of the car is substantially diminished and even though Rob states that they fixed the car which I clearly indicated they didn't, the issue with the car title being marked with all this damage is by itself enough of a reason to return the carPlease note that I did tell Rob that I would consider buying another Audi but I wasn't willing to absorb a $16,loss for something Audi Wynnewood did to my car Responding to Rob's last point in his response about the extra miles on the car and not being able to substantiate who put those miles on the carThe attached report documents that very clearly but let me summarizeOn September 12, when I arrived to pick up my car from the initial warranty repair and I saw the damages to the car the decision was made jointly between myself, Rob and the Service Manager that I would take the car home because the next day I was to drive the car in a Audi Car Cruise event I arranged to help support the Audi brand and Audi WynnewoodSo despite the damages done to my car, I acted in good faith that the dealer would make this right and I took the car home to prepare for the event less than days laterNow lets talk about the extra miles on my car, there is no confusion about who put those miles on my car, it was someone at Audi WynnewoodRob and I had several face-to-face conversations about the extra miles and he never once denied itIn fact, he told me to my face that he could not tell me who drove my carI have asked to know who drive the car many times and he will not tell me yet he never denied itI have documented all of this in the attached report but essentially there were extra miles put on my car based on the recorded miles on the service ticket when I took the car home after seeing it smashed upI drove directly home and once there I noticed the mileage on the car, took a picture of the odometer, and communicated that to Rob and others at Audi Wynnewood so there is NO question that the miles were put on by the dealership and not someone I took the car to because I recorded this as soon as I returned homeIt's only miles to my house from the dealer so you can see there was still a delta of milesThis is all documented and Rob was made directly aware of this at that time and he never once disputed the miles being put on the car so if he felt it wasn't true he should have stated that at that time and I would have proved it thenAudi Wynnewood put those miles on my car not anyone else Even though in Rob's reply he disputed the miles and ignored the facts there are too many other factors here pointing to someone at the dealership abusing my car and they can't be ignoredThe body shop I took the car to for repairing the body damage produced a full report which Rob was given at that time detailing the damage to the carThe damage was so extensive that no reasonable person would be able to claim this happened because a customer backed into my carThe report indicated that the body shop had to replace not only the door panel but do other repairs to the right side of the carThe right front tire was damaged as was the rim and the right rear wheel was banged up as wellThe front lower spoiler and lower grills were cracked and had to be replaced as wellThis DID NOT happen by a customer backing into my car while at the dealership, I'll state again that someone drove and abused my car and there is no way for Rob or anyone to deny that since it's all documentedAgain, even if Rob wants to dispute the miles on the car, I also documented that when I took the car in for service it had just under 1/tank of gas and when I arrived to pick it up and saw the damage the gas gauge was way below the red (empty) mark so discounting the miles as Rob is doing how do they explain all that gas being usedRob also stated that they did drive the car to/from a few different locations to do the repairs so again Rob himself is stating the car was drivenI have asked many times to see the records or incident report of the customer backing into my car but that information has not been shared with me so Rob's assertion that a customer caused the damage has not been substantiatedEven if a customer did back into my car they could never have caused all the damage it sustained Rob's last statement about offering a fair and equitable settlement is not accurate for all the reasons stated above but there are other important items to note that lead to me wanted the car returnedThere is still damage remaining from that incident and I have no idea how much more damage will show up so the car is no longer safe to drive and it's value is so depreciated that I can no longer own the carTo date I still have the convertible top that has to be fixed properly, the back seats still need to be replaced or recover properly, there are now bubbles showing up in other tires, and I can't put gas in the car without it causing the pump to click off repeatedlyIt takes me sometimes minutes to put gas in the carThe car shakes and when you hit the breaks it shakes very badlyThe dealer looked at the car and Rob gave me a quote for almost $to fix warped rotorsThis is on a car that was less than year old and had under 14,miles on itThis is an RS car which is built for the track so how could it be possible that it needs new rotors so quicklyIndependent repair shops have verified that this is a track car and those brakes could never get warped like that unless the car was driven excessivelyThere was NO problems with the brakes prior to the car being driven by someone during that warranty repair so once again there is evidence that the car was abused and not by meI also now have a bad knocking and clunking sound when I turn the wheels sharply and that showed up just after the warranty repairs by Audi Wynnewood so again I submit why would all these things start happening to a car built for the track unless someone abused the car There are many more related circumstances to this entire incident that I can disclose but I feel this is an adequate responseI simply want Audi Wynnewood to do the right thing and take back this car Regards, [redacted]

Friday, January 02, 2015To Whom it May Concern,The vehicle was brought to our service department after it had sustained a significant amount of damage from a pole falling on the vehicleThe convertible top and complete mechanism was replaced by an outside repair shopAudi Wynnewood
contacted Audi and received authorization to replace the top mechanism and other damaged components including the complete interiorThis should have been addressed and handled by the original repairing shop under the insurance claimThe car was repairedThe interior leather was replaced by an outside shop at our direction under warrantyDuring the process the car was backed into on our lotThe car was sent, at the owner's direction, to a repair shop of his choice for repairAfter returning the Car was returned to the ownerSubsequently the owner has told us he does not want the car and has not been paying the loan to ***We offered to buy the car at its fair market wholesale value, trade the car at the same value but we could not and are legally not obligated to "just take the car and forgive the outstanding loan balance”We advised the owner to contact *** and settle the outstanding balance or the car may be repossessedAfter the complainant brought to our attention that there were additional miles put on his car we could not verify that we could account for any of the mileage put on the car except for road test drivesWe also had no control on whether the body shop of his choice transported the car to one of their other locations, test drove the car, or transported itWe have offered a very fair and equitable settlement to attempt to help the owner trade out of the car.Rob NGeneral Manager

From: Bruce H***Date: Tue, Mar 28, at 4:PMSubject: in response to case #***To: ***@myRevdex.com.orgHi ***,Sorry we missed each other. I've never spoken to *** *** that I'm aware of and the other day was the first letter I've
seen from you so I had to catch up on the issue.I'd like to do the right thing and am willing to work with ** ***I'm looking into the tailgate concernWe are trying to put all of that together.That being said, some of the claims in his dispute are contradicted by documents he signed at deliverySpecifically, ** *** was provided and signed a document (*** report) showing the manufacturer coverage and warranty status He also signed a document from the government recall website which at the time showed no open recall.I'll get with Chris A*** to see what commitments we made. Did he provide more specific info on the tailgate?Please let me know and Thank you,Bruce H***General ManagerAudi Wynnewood East Lancaster AvenueWynnewood, PA 19096***@mmcoauto.com(*** *** Showroom###-###-#### fax

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The only response that is acceptable to me prior to taking legal action is for Audi Wynnewood to take back the car and do so without me owing Audi Financial Services any money so Audi Wynnewood has to make this right. Rob N[redacted]'s response to the original complaint is not accurate or mis-leading at best to once again I'll restate the facts substantiated in the attached report of this incident. To summarize and directly respond to Rob's response please review the following information. 
My vehicle was NOT brought into the dealer for a pole falling on my vehicle. That was 9 months prior and that issue was resolved and in fact so well that there was never any remaining issues and everyone including the convertible top worked perfectly. My son worked at the dealership the entire time and he, Rob in fact, and many others commented on how well those repairs were done. So that incident 9 months earlier had NOTHING to do with the warranty repair. The car was brought in because of a leaking hydraulic cylinder and that's the fact. The top had been operated hundreds of times with NO issues so the incident this complaint is about is 100% a separate issue. That said, my chief complaint is that someone at the dealer drove my car an excessive amount of miles, smashed it up and caused other damage which has nothing to do with any other prior incident. 
Secondly, let me address Rob's comments about the repairs they authorized to be done on my car. Those repairs were very poorly done as documented in the attached incident report. The Service Manager and I agreed that the inside liner on the convertible top would be replaced since it was soaked in hydraulic fluid and we also agreed that the back seats would be replaced not cleaned. When I returned to pick up my car after they did the work not only did I find it smashed up but I also pointed out to Rob, the service manager, my sales person, and several in service that the liner WAS NOT replaced, they only tried to clean the back seats so all the hydraulic fluid stains were still prominent in the car. My point here contrary to Rob's comments is that the car was not repaired as Rob stated in his response. In fact, Rob agreed at that time and took the car back in so they could properly fix the car's interior. When I received the car back the second time so his shop could properly repair the interior I discovered that they did not replace the back seats, they recovered them and again did a very poor job. Rob agreed at that time to allow me to take the car to my own shop to have the interior repaired since his guys had 2 attempts to fix it and did not. As a direct result of the second repair work his shop did there are still issues including the top was installed incorrectly and has wrinkles in it which WERE NOT there before, it had some sort of fuzz or fabric all over the top that took an outside shop special effort to get off the top. The top itself was installed incorrectly and still is, there were straps and cables hanging down into the passenger compartment. The back seats still need to be replaced or recovered properly so once again I will correctly state that Rob's response the the car was fixed are not accurate and in fact completely incorrect. 
As Rob stated, yes, the car was sent to a repair shop of my choice because the dealer demonstrated that the work they do is sub-par at best, they don't do what they say, and they have no regard for the quality of the work so I took the car to the most respected high-end auto body shop in the area and they completely fixed the body issues resulting from the damage to the car while at the dealer. The other reason the car was flat bedded to another shop was because the service manager and I agreed in his office that the car would be flat bedded from that point on and not driven so incidents like this could be avoided in the future. That was when I first went to pick up the car and saw it was smashed up so when I returned a few days later for them to complete the repairs properly I discovered the car was driven again. There is and was no regard for what is agreed to and no respect for the car or even a degree of professionalism in Audi Wynnewood's service department. 
Yes, Rob did agree to work with me to make things right but his offer was for me to absorb a $16,500 loss and only if I purchased another Audi. That is not an acceptable response for me since none of this damage was caused by me therefor I shouldn't have to incur the loss. Secondly, it's not the I simply don't want the car anymore after some work was done to it. This is a much broader set of issues which I have stated to Rob several times. I purchased this car for around $95,000 as  an investment and I pay $1500 per month for the loan payments. My intention from the very beginning was to have this as an investment. That is no longer possible for a variety of reasons which are important to this case and the basis for why I want the car returned. [redacted] and other agencies can take up to 6 months to report work done to a car by the car's VIN. Prior to this incident I had a clean VIN and [redacted] report but now with all the work that has been done and is yet to be done the car title is damaged and NO investor would ever buy this car especially not for what it should be worth. The value of the car is substantially diminished and even though Rob states that they fixed the car which I clearly indicated they didn't, the issue with the car title being marked with all this damage is by itself enough of a reason to return the car. Please note that I did tell Rob that I would consider buying another Audi but I wasn't willing to absorb a $16,500 loss for something Audi Wynnewood did to my car. 
Responding to Rob's last point in his response about the extra miles on the car and not being able to substantiate who put those miles on the car. The attached report documents that very clearly but let me summarize. On September 12, 2014 when I arrived to pick up my car from the initial warranty repair and I saw the damages to the car the decision was made jointly between myself, Rob and the Service Manager that I would take the car home because the next day I was to drive the car in a Audi Car Cruise event I arranged to help support the Audi brand and Audi Wynnewood. So despite the damages done to my car, I acted in good faith that the dealer would make this right and I took the car home to prepare for the event less than 2 days later. Now lets talk about the extra miles on my car, there is no confusion about who put those miles on my car, it was someone at Audi Wynnewood. Rob and I had several face-to-face conversations about the extra miles and he never once denied it. In fact, he told me to my face that he could not tell me who drove my car. I have asked to know who drive the car many times and he will not tell me yet he never denied it. I have documented all of this in the attached report but essentially there were 220 extra miles put on my car based on the recorded miles on the service ticket when I took the car home after seeing it smashed up. I drove directly home and once there I noticed the mileage on the car, took a picture of the odometer, and communicated that to Rob and others at Audi Wynnewood so there is NO question that the miles were put on by the dealership and not someone I took the car to because I recorded this as soon as I returned home. It's only 25 miles to my house from the dealer so you can see there was still a delta of 195 miles. This is all documented and Rob was made directly aware of this at that time and he never once disputed the miles being put on the car so if he felt it wasn't true he should have stated that at that time and I would have proved it then. Audi Wynnewood put those miles on my car not anyone else. 
Even though in Rob's reply he disputed the miles and ignored the facts there are too many other factors here pointing to someone at the dealership abusing my car and they can't be ignored. The body shop I took the car to for repairing the body damage produced a full report which Rob was given at that time detailing the damage to the car. The damage was so extensive that no reasonable person would be able to claim this happened because a customer backed into my car. The report indicated that the body shop had to replace not only the door panel but do other repairs to the right side of the car. The right front tire was damaged as was the rim and the right rear wheel was banged up as well. The front lower spoiler and 2 lower grills were cracked and had to be replaced as well. This DID NOT happen by a customer backing into my car while at the dealership, I'll state again that someone drove and abused my car and there is no way for Rob or anyone to deny that since it's all documented. Again, even if Rob wants to dispute the miles on the car, I also documented that when I took the car in for service it had just under 1/2 tank of gas and when I arrived to pick it up and saw the damage the gas gauge was way below the red (empty) mark so discounting the miles as Rob is doing how do they explain all that gas being used. Rob also stated that they did drive the car to/from a few different locations to do the repairs so again Rob himself is stating the car was driven. I have asked many times to see the records or incident report of the customer backing into my car but that information has not been shared with me so Rob's assertion that a customer caused the damage has not been substantiated. Even if a customer did back into my car they could never have caused all the damage it sustained.  
Rob's last statement about offering a fair and equitable settlement is not accurate for all the reasons stated above but there are other important items to note that lead to me wanted the car returned. There is still damage remaining from that incident and I have no idea how much more damage will show up so the car is no longer safe to drive and it's value is so depreciated that I can no longer own the car. To date I still have the convertible top that has to be fixed properly, the back seats still need to be replaced or recover properly, there are now bubbles showing up in other tires, and I can't put gas in the car without it causing the pump to click off repeatedly. It takes me sometimes 20 minutes to put gas in the car. The car shakes and when you hit the breaks it shakes very badly. The dealer looked at the car and Rob gave me a quote for almost $2000 to fix warped rotors. This is on a car that was less than 1 year old and had under 14,000 miles on it. This is an RS car which is built for the track so how could it be possible that it needs new rotors so quickly. Independent repair shops have verified that this is a track car and those brakes could never get warped like that unless the car was driven excessively. There was NO problems with the brakes prior to the car being driven by someone during that warranty repair so once again there is evidence that the car was abused and not by me. I also now have a bad knocking and clunking sound when I turn the wheels sharply and that showed up just after the warranty repairs by Audi Wynnewood so again I submit why would all these things start happening to a car built for the track unless someone abused the car. 
There are many more related circumstances to this entire incident that I can disclose but I feel this is an adequate response. I simply want Audi Wynnewood to do the right thing and take back this car.  
Regards,
[redacted]