Resolved: Audi Of America - Reference # 0538****

Reference #0538****; WAUM2AFR7GA055201

**update** this has been resolved. Not 100% what we were asking but nonetheless a solution!

Hello, My name is Maria my husband and I purchased two Audi cars in 2017, (1) 2016 Audi A5 and (2) 2016 Audi TT.

Brand new cars from McKenna Audi in Norwalk, Ca - We have all of our services done at Audi Valencia, Ca

On my way to work on August 18th, 2022 my 2016 Audi A5 started trembling and I couldnt accelerate, I pulled over and had the car towed home, we had our vacation starting on Friday 08/19/22, we alerted Audi Valencia that we would be taking the car in once we returned from our trip, during our vacation the car was home in the garage. Upon our return from vacation We had the car towed in on 08/27/22, to the service department at Audi Valencia- Audi Valencia indicated they would look at it on Monday 08/29/22.

The dealer called us on Monday 08/29/22 to let us know theres a fee to look at the car, we agreed to the fee, then we never heard back from them, when my husband called Audi Valencia (Jennifer) indicated that they were unsure of what the issue was, probably a misfire on a cylinder and we needed a new engine., What??? At 58k miles?? We have had ALL maintenance services at the dealership, to say we were in shock is an understatement.

My husband (Ryan Robar) then decided it would be good to get in touch with Audi USA.

After many emails and hours on hold for days at a time, Audi USA (Veronica @ x43117) told my husband (Ryan Robar) that they would do a good will since we have owned 3 Audi cars and we are loyal customers, Audi USA told my husband (Ryan Robar) we will take care of the cost we will contact Audi Valencia.

Audi Valencia called to find out if we were going to approve the $16k to put in a new engine, again What?? We told them that Audi USA was supposed to be in touch with them, we provided Audi Valencia (Jennifer) with the reference # and Audi Valencia indicated they would contact Audi USA. Long story short, Audi USA only paid for 1/2 of the cost, we paid $8,700.00

today 09/30/22 and got my car back finally!! After having my car at the dealership for a month and after paying $8,700.00 Emerson Flores the service manager came out to speak to me because they couldnt honor a 25% discount coupon we had from Audi Valencia, (they did not honor the discount) but I also needed to know why this happened, he said it is odd that this happened, normally I dont see this until 150,000 miles.

Emerson explained the next service I would need would be at 10k mikes for an oil change and then a service after 30k miles, he said the good thing is that your car has been fully inspected and everything is working . The person that witnessed this conversation was Jennifer Lopez at Audi Valencia.

09/30/22 I drove the 2016 Audi A5 home from Audi Valencia, and at 5:30pm my husband and I drove the 2016 Audi A5 to a local restaurant, got done with dinner at 6:50pm, we got in the Audi A5 car to go home, my husband noticed steam and a hissing noise coming out of the car, we never left the parking lot of the restaurant, we called AAA at 7:00pm for a tow, Its now 10:30pm and we are still waiting for AAA to tow the car back to Audi Valencia. We finally got home at 1:00am now 10/01/22.

To say that I am not only angry and dissatisfied are the only kind words I can express here.

Audi USA needs to do something here. Someone needs to step in and make this right.

For starters we shouldn't have paid out anything out of pocket like we have.

Their service manager (Emerson Flores) at Audi Valencia even indicated in his own words its odd of to see this at 58k I typically dont see this until a car has 150,000.00 miles.

Today 10/01/22 @9:00 came to Audi Valencia to drop off the car keys, spoke to Jennifer at Audi Valencia, the service tech took the car for a test drive and is indicating could not duplicate the noise or the steam or trembling I told Jennifer I dont feel SAFE driving the car out of the lot, I dont want to be stranded again, I indicated to Jennifer that Emerson needs to look at my car again, I told her that I dont understand why this is happening if she heard Emerson tell me yesterday 09/30/22 that the car was fully inspected, and that the engine replacement at 58k mikes was odd. Jennifer verbally confirmed this morning 10/01/22 that yes she heard exactly the same thing.

I am requesting that this matter be considered urgent a reply to this email with a resolution would be greatly appreciated!

I want to stay a loyal customer with Audi, at this time I am respectfully requesting:

(1) an extended service warranty

(2) partial or the full $8,700.00

I really hope that you value your loyal customers, these are expensive cars to purchase and should last longer that 58k miles.

Thank you in advance,

Sincerely,

Maria

626) 399-****