Audi Of America

Dear Audi Representative,January, 28, 2023First off, thank you for providing a vehicle with comfort and safety that my family could enjoy. I have purchased used vehicles all of my life, which have lasted for up to 150,000 to 200,000 miles with minimal repairs as expected. In 2016, when my family and I could afford it, we were ready to purchase my first new car. I had a limited teachers salary, so we wanted the best possible SUV that would last. I did my research carefully, looking for a quality 7 seater SUV for my family of four, with high safety and reliability ratings, and the 2017 Q7 was rated as top SUV at the time. I thought due to the quality of this luxury vehicle, and the price we were paying- $65,000- it would last us for at least 150,000 to 200,000 miles like my cars in the past and would also have a decent re-sale value when I was ready to trade in. However, unfortunately, the Audi service department and engine has seemed to have failed us prior to making the 100,000-mile mark on this vehicle, leaving me with an unfortunate decision to re-build the engine for 10K, purchase a new motor for 30K, or trade in the vehicle for a measly 2-5K value knowing it needs engine repairs. Below is a basic summary of our experience with Hoffman Audi since the initial sale and when the engine issues began. -Late summer 2016- test drove vehicle and put an offer, most in cash, for the purchase -Fall 2016- vehicle arrives- did not have the driver assist or tow as requested- back and forth with Athena at East Hartford Hoffman Audi on issues with the sale and was told vehicle was already purchased and miscommunication in sales- nothing Hoffman Audi could do about it. Did not get the vehicle with everything I had wanted to come with it. -2016-****- Continued with 50K warranty services, all done on time, and basic maintenance completed on time. I have service records as needed. -2020-**** Purchased extended warranty for 65K and 75K services -Dec 2021- At 73K went in for the 75K service had told service department that car had the oil light on prior to the required oil change. Was told the car was not leaking oil, the light was just being temperamental, and that I could add oil as needed and it was fine. There was no evidence of oil leaking. -The extended warranties expired at this point, and I did not receive options for renewal. -I serviced the car regularly with oil changes locally. The oil light would go on occasionally- maybe every month or so, I would continue to add oil and just regularly service the car when due. I was told the oil light was temperamental. -Summer 2022 I called and stated we were going on a trip, I mentioned the oil light, they said it was fine and continue to add oil as needed. We had a service check prior to leaving and heard about the unreliability of Audis from a local mechanic, they suggested we contact the dealership. We planned on it. -Summer/Early Fall 2022- An issue while driving with the car- the car stated engine malfunction, call for service. I called for service and they said they could get a loaner in 2 months to look at the vehicle. The engine malfunction light came on a second time prior to them servicing the vehicle, the car was shaking. I called. I was told to stop, and re-start it, and it would be fine. It re-started and was drivable. At this point I was adding oil about every 2 weeks. -Dec 13, 2022- Initial visit for the oil issue. The car was at East Hartford Hoffman Audi for 3 days. I received a text the first day after calling and leaving a message inquiring what was happening. I placed 3 to 4 calls and texts. The second day I heard nothing. The third day I followed up. I had to follow up on all occasions, as I was never notified what was going on with the vehicle otherwise. The technician Trevor, was sick, understandable, and had looked at it and determined it most likely needed a new motor. A new 30,000 motor, when the re-sale value on the car was only between 14,000-20,000 and the car was at 98,000 miles and had not even reached 100,000! (and this issue began way longer than 98,000 miles but I was told the car was just being sensitive and there was no issue). Dealership looked at pistons- covered in oil and agreed that the car was consuming an abnormal amount of oil. They did not know WHY and could not give a diagnosis. They said an oil consumption test was warranted to find out what the issue was and how much oil it was consuming. I was to drive the car for an additional 600 miles, with no loaner guaranteed, so I asked the service tech if they could schedule me a loaner due to not wanting to jeopardize time off in a new school district (an hour away). I had to drive the 600 miles within a week and a half, putting additional mileage on the vehicle, to determine results. After getting the car back from service- due to the weather change- we noticed on the report that the tire pressure was fine when in fact the tires were way below air level- I have documentation of the levels- and on the report, it stated in one section that there were no concerns with the engine, while in the narrative it clearly stated there were concerns with the engine consuming oil. -End of Dec 2022- Went back for the consumption test. Was supposed to get loaner for the scheduled date. Was told it would not take long- maybe 20 minutes- and was asked to wait. Waited 2 hours in the waiting room. Then Trevor, the service manager apologized and asked if I still wanted a loaner. Gave me one, I went on my way. I do not think they had booked one. Service said there was no loaner when I called the day prior to check, but Trevor guaranteed he had one prior to my arrival. -End of Dec 2022- Trevor called the next day to say I would need a new motor or an engine rebuild, and they would put in a claim with Audi but that I could take my car back. I asked if it was safe, they said yes, as long as I add oil and they said they topped it off. I had scheduled plans, seeing it was vacation, to go out after picking up the car. When I got in the car, there were service tools in the center of the console. Then 40 miles later, in the middle of driving with my child, the oil light went on. They had NOT topped off the oil, they could not have when the report clearly stated that the car was consuming oil and needed more about every 1,000 miles. I could not clarify from the paperwork. I had to search for oil in an unfamiliar location, only 30 minutes after picking up my vehicle from the dealership. When I texted Trevor, he avoided the question I asked on if they had topped off the oil, and said he knew it was frustrating but I would have to continue adding oil or the dealership could if I was nearby (30 to 40 min from home, an hour away from my new job). Obviously, I do not want the engine to cease and will add oil when I can dependent on my location. -Jan 2022- Due to my career, and not wanting to jeopardize a new job, my husband took over contacting Trevor and Hoffman Audi. Trevor states Audi will pay for 50% of the repair for the engine re-build, in good faith, since it is out of warranty now (it wasnt when the problem began). He sought answers as to the actual diagnosis of the vehicle, and no one could give him a clear answer. So why did the engine fail so soon? Why are we responsible for paying it? Why isnt there a drive train warranty? They went back and forth in email, my husband requesting documents, and did not get anywhere. The next step was to call Audi. He was on hold with AUDI customer service for approximately 3-4 hours, just to be transferred and hung up on- on multiple occasions. He said he did not know what else to do, and we would most likely be part responsible for the engine rebuild. My husband contacted NBC news to investigate, and they state we need a lawyer and this is a legal matter. -Jan 28, 2022- I am writing this letter. In the meantime, I know I need to schedule this engine re-build. Ethically I cannot trade in the vehicle for market value. I know it needs to be repaired first before putting it in someone elses hands. I try to schedule an appointment for my April break, so I do not take off more time and lose my job over the ordeal, in addition to other medical concerns. The online system will not secure a loaner. I call. The service department cannot figure out why a loaner cannot be secured. They ask and apologize for the wait multiple times. I am told that due to the significant repairs, I cannot secure a loaner before speaking with Trevor, because parts need to be ordered, etc. He will call me Monday. Hopefully, after working hours. Even when I attempt to schedule an appointment to fix the repair, I cannot secure an appointment to remedy this situation when I have the availability to do so.I invested in your company, Audi. I purchased this car, a 2017 Audi Q7 when I could, hoping it would last. This car is only SEVEN years old. Knowing Audi was a luxury brand, and doing my research, I found Audi often lasted 150,000 to 200,000 miles. This was my hope for the vehicle, knowing I would be able to trade it in for a decent re-sale value when I was ready. I trusted your product. Is this why you have limited warranties whereas other car companies back up their product and the drive train for up to 100,000 miles? Do you know about this issue, as evident from a previous law suit on the 2.0L engine oil consumption issues, and give your customers the run around? I am filling oil constantly, have to book out for loaners and worry about job security due to this issue, we constantly get the run around, and have had a lack of service options and sub-par service reports. Now my family has been put in an awful position. Ethically, I cannot sell this car for its estimated re-sale value. I planned on trading in another two years or so, despite the economic effects from covid, I was able to secure a better occupation to do so. But this has jeopardized our opportunities moving forward. An Audi representative did give us a good faith match of 50% of the engine re-build (to be serviced at a dealership which we are not sure we trust), which I appreciate. We are still responsible for $5200 in repairs. But for the price we paid for this vehicle, and its limited miles, it is absolutely unwarranted that a drive train warranty is not in place and that my family, on a single-income household on a teachers salary, should have to pay for an engine repair on an engine consuming oil that your company knew there were issues with in the past. I love my Audi, it has served us well, and I wish that its FIRST issue would have been anything but the motor, the most detrimental, essential, and expensive repair to the vehicle. I am hoping you honor your product, and can help this family that invested in your company. This will severely affect us financially due to choosing Audi as a vehicle. My hope is that you can remedy this situation and stand by your product. Thank you.Sincerely,Jessica Ben-David