Audi Plano

I am writing to formally submit a complaint against Audi Plano, regarding an unsatisfactory experience we had with their services. Our primary concern is the handling of our vehicle, Audi A3 2016, which was brought into the shop on October 4, 2023. Additionally, it is crucial to state that the bill for the services rendered amounted to over $7,200, which we find to be disproportionate given the issues we encountered during and after the service. To provide a comprehensive overview of our grievances, the first issue revolves around the diagnosis and subsequent repair of the oil leak. We were charged a total of $2,000 for the replacement of the oil pan gasket. While we acknowledge that the gasket replacement was indeed carried out, we are deeply concerned that the charges were excessively high. Furthermore, our dissatisfaction stems from the unnecessary replacement of the oil pan itself, which contributed significantly to the inflated total cost. Adding to our dismay, the service team recommended and executed maintenance on the timing system without clearly communicating the non-urgent nature of these procedures. They replaced various components such as idle rollers, belts, and chains, without informing us that it was a mileage-based maintenance recommendation rather than a critical repair related to the oil leak. This lack of transparency is a clear violation of fair business practices. Subsequent to the timing system maintenance, we were informed of a check engine light indicating a camshaft and/or camshaft actuator issue. The explanation provided by Audi Plano was that the lack of oil pressure due to the oil leak had caused these problems. However, this reasoning appears illogical, as any issue resulting from oil starvation should have been present before the initial repair and the resolution of the oil leak. In an attempt to address the issues, Audi Plano offered to forgo charging for labor on subsequent repairs related to the check engine light. While we appreciate their effort, we firmly assert that the reduction in the final price should also consider the operation they caused and the ensuing inconvenience we experienced. Additionally, at the beginning of the repair, we were informed that we were eligible for a 15% Costco discount. However, as the total charges escalated to an exorbitant amount of $6,000, we were suddenly informed of a cap on the discount. This sudden change in information is not only misleading but also a direct violation of Audi's core principles of customer service integrity. We would like to emphasize that we have attempted to reach a compromise on multiple occasions. We notified Audi Plano upfront that we were planning to submit a complaint to the Better Business Bureau, hoping to find a resolution that would be fair to both parties. Regrettably, our attempts at compromise were unsuccessful, leading us to submit this formal complaint. We strongly believe that the root cause of the check engine light is linked to a faulty timing job conducted by Audi Plano. Given the circumstances, we are demanding full coverage of all expenses incurred and a comprehensive and proper repair of any issues arising from the mechanic's work. Additionally, we expect a direct apology from the manager for the lack of communication and the undue stress this has caused us. Furthermore, we propose negotiating the final price down to $5,000 with all repairs needed to get the car fully functional. We appreciate your prompt attention to this matter and trust that the Better Business Bureau will conduct a thorough investigation into our complaint. We look forward to a swift resolution that ensures fair treatment and rectification of the issues we have outlined.