Hoehn Audi

This is the first notice I have received on this issuePlease extend the deadline for a response so I may look into this matter upon my return on Sept23rdThank you in advance for your understanding and consideration

Good morning-This is the first time that I saw this complaintIt could have went into my spam file prior. We will reach out to the customer today and see if we can get more information about his complaint. We know we don't reimburse people money back for service contractsThe Extended
Service contract company does that if the vehicle qualifies. We will reach out to him today to see if we can help himWe will give you an update of result of our conversation. Thank you for bringing this to our attention. TJ

I checked our phone records for the entire month of February. We have never received a phone call from Mr. [redacted]. We received the attached email that went to our internet sales department on Feb 22nd  . They turned this to our Finance department who in turns called the customer and left a VM. He never called them back.Today I had one of my other managers reach out to this customer to try to assist him. We also left a VM. Also today my fiancé manager emailed Mr. [redacted] an extended service contract termination papers. We want to try to help him but unfortunately we are unable to connect at this point. If Mr. [redacted] can connect with my finance department, we will be glad to assist him in filling out the form that the Nissan Extended service contract company requires to be filled out before any cancellations refund. Thank you for your efforts to help us resolve this matter. Please let me know if we can be of further assistance. Regards, **  [redacted]General Manager Audi Carlsbad760-494-5330 Direct760-438-9490 Main[redacted]@hoehnmotors.comAudiCarl...⇄

This is the first notice I have received on this issue. Please extend the deadline for a response so I may look into this matter upon my return on Sept. 23rd. Thank you in advance for your understanding and consideration

Review: '08 Audi A4 2.0 was purchased from Mercedes Benz in Laguna Niguel in May 2012 with approx 34K miles & was previously an Audi certified vehicle. In Aug '12 the check engine light came on. Took to Hoehn Audi. Light error code read P0087 Fuel Pressure Too Low, Fuel Rail. As per Audi guidelines for update 24T4, removed and replaced fuel pressure sensor. Returned to Pure Motor Sports for the same issue in Nov '12. As per Pure Motorsports rec, returned to Hoehn for warrantied repair on Dec 6th, '12. Hoehn removed and replaced fuel pressure sensor per Audi guidelines. In Aug '13, error code P0087 was again read at a freq of 225x from Pure Motorsports. Returned to Hoehn for repair of same sensor on Aug 23rd '13. Light was not currently on so no repair completed. Was advised to return when light came back on. All regular service was completed through Audi and Pure Motorsports, all records available. Light continued to come on and go off intermittently for the next yr. Returned to Pure in May of '15 for same issue, error code P0087 and to have a thorough service completed. They reported the cam follower to be worn (was replaced), ran tests on both the high & low pressure fuel pumps. Found both pumps to be ok and found the cam to be worn, suggested replacement. Up to 2007, the cam is covered under warranty. Called Audi America and opened a claim. Claim #[redacted]. Took car back to Hoehn Audi per Audi Americas specific recommendation for the possible warranty coverage. Returned to Hoehn Audi to specifically check the cam. For that SPECIFIC diagnostic, it was $145. Purpose was to diagnose the same issue, P0087.Hoehn called 2 days later. Said they checked the cam and it was ok. Also checked the high pressure fuel pump which was ok. Found low pressure fuel pump at 65% and suggested replacement. After $983 pump replacement, check light is coming on. Took car to Audi Escondido. They found cam to be worn out and said that Hoehn could not have checked the cam or they'd have seen issueDesired Settlement: Seeking restitution for fees charged for misdiagnosis and unnecessary repairs (strongly rec by service mgr). I paid Hoehn to check the cam SPECIFICALLY which I was told WAS checked and NOT worn. I had 2 other shops tell me that this part was in fact worn. One of them being another Audi dealer. I was told by Hoehn to have the low pressure fuel pump replaced instead. I was specifically told by both other facilities that this would NOT fix the problem. I trusted that Hoehn checked the Cam. I WAS IN FACT LIED TO AND THE CAM WAS NEVER CHECKED. This cost me $983 for a part that didn't need replacement, plus fees. They then rec. the replacement of the high pressure pump just after they confirmed it was ok. Engine light still flashing. Due to Hoehn's negligence, Ive spent over 2 years and unnecessary fees for diagnostics & repairs. Hoehn should work with Audi USA to extend 100% coverage of the '07 warrantied cam shaft part to my '08 cam shaft as it is the same part under coverage for prior yr.

Business

Response:

This is the first notice I have received on this issue. Please extend the deadline for a response so I may look into this matter upon my return on Sept. 23rd. Thank you in advance for your understanding and consideration

Review: My 2005 Audi A4 has 84,000 miles and an extended warranty for the CVT TCM, continuous variable technology - transmission control module for 10 years/100,000miles. Even though I am covered by Audi under an extended warranty of this part, this Carlsbad Hoehn Audi service facility did not check the TCM, though I had specifically brought my car to them to fix all my outstanding warranty items because I have a Smog Check due 7/8/13 & I needed the engine light to go off to register my car.. However, my repair rep. [redacted] instead of addressing all 3 problems with my car simply noted this 3rd problem in the bottom of my invoice & fixed two of the three warranty items which kept my engine light on so I could not pass smog. My sales rep [redacted] could not wait to leave for the day & literally gave me look of disgust when I asked him to simply make a note of what he did not fix, [redacted] did & just left me in the repair office at 4pm, everyone gone for the day but the secretary answering phones. No more questions were allowed, period.Then after two days of me calling service stations & trying to figure out how much it costs to fix this TCM I found out the CVT TCM is covered by an extended warranty. I then called back to Carlsbad Hoehn Audi & they said they would check & fix it for free over the phone. So I came to them immediately to get my car fixed. Then when I got there Carlsbad Hoehn Audi refused to check my warranty part awithout signing a $139 bill for their technicians time "if it was not that part that needed repair". Bait & Switch. Asking to talk to the Service Manager, [redacted], he even reiterated that they need to pay their Tech's, "just like a doctor seeing a patient" for their time. Horrid Analogy. So my service tech, [redacted], noted in my invoice code: "P1793 TCM MALFUNCTION" & all I wanted was my warranty item checked & repaired under good faith. I have now had to set up an appointment to get this warranty item checked at another Audi dealer over 2 hours from my house, thanks!!!Desired Settlement: Due to their bad faith I am asking for reimbursement for the stress this caused me and my family, my loss of time at work, gasoline & milage on my car for having to drive an additional total of over 250 miles roundtrip to get my warranty item fixed now. I am asking a total of $500 for loss of time, the stress caused to me and my family and reimbursement for gasoline and mileage spent on my car.

Business

Response:

To whom it may concern,

I have received the statement of concern from the owner of

the 2005 A4 on August 1st 2013. As the service manager I would like

to speak of only my experience with this subject and will not be including the

account of my employee as I feel that may be considered as hearsay.

The client approached me in my office on the morning of June

21st 2013 expressing his dissatisfaction for being held responsible

for the expense of performing a check engine light diagnosis. I initially

expressed to the client that in order for the technician to spend his time

performing a thorough diagnosis there is a fee associated for the time and

equipment needed to perform an accurate diagnosis. I attempted to equate this

to visiting a doctor and the diagnosis fee is comparable to your insurance

co-pay. The client stated that he can understand that but on his previous visit

he expected that his check engine light would be resolved by having the two

product updates performed. He went on to state that the technician did make

note that there were multiple failure codes stored for fuel system too lean,

thermostat malfunction and TCM malfunction and asked why these items were not

addressed and resolved. I explained to the client that his vehicle is well

outside of the manufacturer’s warranty and if he wanted these items addressed

there is a diagnosis fee and once diagnosed we would provide an estimate for

repair. He went on to state that a warranty extension has been placed on the

vehicle for his transmission and the TCM would be covered. I informed the

client that he is correct that a warranty extension has been enacted for specific

parts associated with the transmission and the warranty extension is not a

guarantee that the cause of his check engine light would be resolved by this

warranty extension. The client then stated that on his previous visit when the

technician noted the fault codes that were present that the service advisor

failed to inform him that there is a warranty extension on specific parts of

his transmission and he only found this out after his visit with us. He also

stated that the service consultant should have given him the option to delve

into the fault codes further.

At this time and with the client stating that we did not

inform him of the possibility of any of the faults codes being covered by the

warranty extension I immediately offered him a no charge diagnosis to be

performed by my shop foreman immediately and the use of an Audi loaner vehicle

at no cost to him. I expressed to the client that I could see his point of view

that if we did not inform him of the warranty extension then we should have

informed him that it is a possibility of warranty coverage for the TCM fault

and we should have given him the option for further diagnosis at that time. I

made this offer without consulting with my employee if the warranty extension

was reviewed and further diagnosis was reviewed. At this point of the

conversation I felt that the client needed to be taken care of in the manner in

which he was requesting and it was in all of our best interest to offer a no

charge diagnosis. We continued to talk about the matter at hand and came to

agreement that he would allow us to diagnose his concerns and perform the

necessary repairs if they are covered by the warranty extension. I also advised

him that due to his experience thus far if the items needed are not covered we

will provide an estimate of repair with a managers discount applied as a

gesture of goodwill to his satisfaction with our service team. The client accepted

and thanked me for the offer and left my office.

A short time later my employee asked what had taken place

with the client and I informed him that we would be providing a no charge

diagnoses. The employee then informed me that the client took his vehicle and

left.

In light of the series of events and the offers of

assistance to accommodate the client’s requests we will respectfully decline

the clients request for financial reimbursement. The client chose to take his

vehicle from our facility and drive 250+ miles to another dealership for

diagnosis and repair. The client has a right to take his vehicle to any Audi

dealership of his choosing and there are two other Audi dealerships within 30

miles of our facility. Therefore it was not necessary for the client to take

time off from work and drive such a distance for what could have been addressed

and resolved with any Audi dealership within San Diego County.

My team and I are quite puzzled in regards to this client.

We cannot understand why the client would accept our offer of free diagnosis,

free loaner vehicle and if the items are not covered a managers discount on

needed repairs. But he then leaves the dealership abruptly his vehicle and

drives such a distance to have these items addressed.