Dealer lied to me about my car, and GPS disappeared. What to do?

[jackyaudi]

Long story short, I went to the dealer for an oil leak on the heat shield under my cat (which I think is a leaking head gasket). The Service consultant there said that they do not believe its a leak, thats its condensation, being normal, adding that they took pics of the oil leak, sent them to Audi Canada and Audi Canada confirmed that no repairs needed to be done. He said there is also a Case number at Audi regarding this. They charged me $96 for diagnostics. Well, I asked for that case number and the pics and they refused to give them to me, no matter how I insisted.

So I refused to pay because the oil leak was never dealt with. I called Audi Canada while I was there. They put me on hold, talked to the service manager, who told them that no case number was created and no pics were sent. Basically, the service consultant was lying right into my face.

So I hung up with Audi Canada, went to the service consultant, told him: "you are a liar, I dont want to look at you, deal with you or even talk to you, so let someone else charge my credit card coz ur not doing it". I paid and I told the service guy "you are unprofessional, a liar and this will come back to your career one day." I made sure everyone around him hears me, including his colleagues. His face was red, facing down, and he did not speak one word even after calling him a liar at least twice. Probably 4 times.

To make things worse I did not find my GPS that I left in the car. Looked EVERYWHERE. Nada.

Options:

1. Go dealership and call the police when am there. I want a report filled when am actually there (can I do that?)
2. Follow up with Audi Canada and try to get my $96 refunded.
3. File a lawsuit at the city's court. I have quite a lot of evidence already. Dates, times, names, reference numbers at Audi, etc.
4. All of the above.

What would u do? I am leaning for option 4.

[G-Bus]

Audi Lauzon this?

[jackyaudi]

Yes. I dont want to give out names, but I have all the names.

[PCYC]

wow roast them...

[Coyote USP]

Vote for #4. Go get 'em man, that's complete bullshit. I haven't had my car long, so I haven't had any experience with dealerships. From what I've read on here though, Audi needs a good lawsuit to knock some sense into their "service" professionals (not to make a blanket statement, as I'm sure there are plenty of fantastic service managers/technicians employed by Audi, this just seems to be a trend with people getting crappy service).

[fcamargo6thave]

Well to tell you the truth the GPS is gone man its your word against theirs, so that is gone.... call audi of canada and tell them ur ssituation I am sure they will help u out

[B6Lovin]

go balls out man, they tried to screw you and got caught. now it's time to screw them twice as hard - audi won't risk their reputation over one jackass at a dealership so it's his balls in the bandsaw.

[Papachristou]

i would do all of that plus call BBB and put up your story on google (u can usually review businesses)

[Blitzkrieg989]

File a lawsuit! I know that when you go to Paul Miller Audi of New Jersey. They right down what contents are in your car so if anything goes missing they are held reliable.

[T0M3K]

Sue them, they may want to settle and offer you free service for the future, either way you have nothing to loose. Make the story big on google and BBB, they will be asking for forgiveness on their knees.

[G Men 08]

im down for all of the above, these idiot dealers are consistently taking advantage of people ad practically stealing money from them... take em down!!!!!

[BlackB6]

shotgun

[1stb6]

#1 - YES u can do that....
#2 - Do this after #3, you can have more legal documentation and i bet Audi Canada will give you back $96...they have accounts setup just for "refunds"...and 96 wont impact it

[romell]

#4

[dougyfresh]

Do you even have documentation to prove your side if you file suit? Ones word against the other is not enough..

I find it amazing that everyone's first reaction is suit (what is our country / continent coming to?). Is it really worth the aggravation and cost to file suit?

What if you were to just walk away? You'd get
1) learn from this incident so that it will not happen in the future
2) educate the local community of this particular dealer to prevent similar situations from happening to them.
3) satisfaction that you called them out on their bluff


Not to be all negative but you're out, what?
1) time to go there and back
2) $96 for a service fee
3) whatever the GPS cost

I have lost worse. Take a fully built 3spd automatic transmission for my Chevelle. It was rebuilt wrong and I didn't realize it until months later when I got the car together. I had to pay twice to rebuild it (close to $2k in the end). Ate that cost and moved on.


Sorry if this came off sounding like "Your fcvked. nothing you can do" but I just don't see this incident being worth fighting in my opinion.

[Plasticar]

Get all of your facts straight. Not emotional, but facts, records, and write down "I spoke with so and so at such and such time, who told me this." so you have everything documented. Then try to schedule a meeting between the service manager and the dealership manager. Lay out the issue. If you need to, they can also call in or schedule in the dealership owner. If you have everything documented, including the service records they gave you, in a non-emotional, factual manner, they should work with you. Once things are resolved (hopefully) you should still try to contact Audi's regional service advisor. Send a letter in writing describing what occurred, including dates, and any resolution, if there was one. Audi does need to know what was going on.

Begin by dealing with this in a professional manner, and you may get some satisfactory redress. Just go in yelling and screaming and flaming all over the place, and you will be dealt with like a crackpot. There may be a need to do that later if they don't take your complaint seriously, but don't start that way. Give the dealership management an opportunity to handle the situation.

Unfortunately, like someone said, your GPS may just be gone. It is your word against theirs. A competent service manager should have discussions with the advisor and mechanics involved with this service visit to investigate the situation, but that one may just be chalked up to lesson learned.

Good luck.

[Molotov]

that's why I empty my car of everything before getting an alignment or even just tires mounted. Don't trust anybody you don't know in your car.

[dougyfresh]

Begin by dealing with this in a professional manner, and you may get some satisfactory redress. Just go in yelling and screaming and flaming all over the place, and you will be dealt with like a crackpot. There may be a need to do that later if they don't take your complaint seriously, but don't start that way. Give the dealership management an opportunity to handle the situation.

I forgot to mention how true that is. When I had my dealer mount and balance my new tires they scratched all four wheels and took a huge gouge out of the sidewall of one of my new tires. I came back the next day and politely and professional discussed the issue at hand. End result: 1 new, new, tire and all 4 wheels refinished.

When I asked what they are doing to prevent this in the future I got no answer. I won't go back for a tire mount and balance as a result.

[jackyaudi]

Guys, thanks for your replies and support.

dougyfresh: Thanks for your post. I agree with you on some things, but to let it go this time, I really dont want to. I let many things go in the past, and sometimes I regret that. Its easy to just forget it about it and come up with 1000 things why you should not pursue it further, but that would only encourage dealers to rip other people's money and resources. I caught them lying about my engine leaking oil, thats like a $1000 to $2000 job. I cannot find my GPS, thats a $300 value. I paid for warranty, and I still paid for $95 diagnostics. What else should I do? Pay them to say sorry? Bad businesses like this should be dealt with. Many customers in the future will appreciate it when the dealer loses a lawsuit, or when that service guy is fired.

I talked to all of them professionally, with respect and patience, listening to what they have to say, and that came to my benefits. Except for the guy who I called a liar. Well, he lied, and I wanted to let him know I found out.

I talked to the director manager of the dealership, he was nice and understanding, and he will call me back regarding my issues.

Now am trying to mediate things with the dealership before going any further. Today its $400, tomorrow it could be $4000 for someone else!

[Mark]

talk to the owner of the dealership. when I had some valuables taken from my car during a service I got in contact with the owner. he wrote me a check for all the objects taken and had multiple people fired.

[dougyfresh]

Guys, thanks for your replies and support.

dougyfresh: Thanks for your post. I agree with you on some things, but to let it go this time, I really dont want to. I let many things go in the past, and sometimes I regret that. Its easy to just forget it about it and come up with 1000 things why you should not pursue it further, but that would only encourage dealers to rip other people's money and resources. I caught them lying about my engine leaking oil, thats like a $1000 to $2000 job. I cannot find my GPS, thats a $300 value. I paid for warranty, and I still paid for $95 diagnostics. What else should I do? Pay them to say sorry? Bad businesses like this should be dealt with. Many customers in the future will appreciate it when the dealer loses a lawsuit, or when that service guy is fired.

I talked to all of them professionally, with respect and patience, listening to what they have to say, and that came to my benefits. Except for the guy who I called a liar. Well, he lied, and I wanted to let him know I found out.

I talked to the director manager of the dealership, he was nice and understanding, and he will call me back regarding my issues.

Now am trying to mediate things with the dealership before going any further. Today its $400, tomorrow it could be $4000 for someone else!

completely understand. best of luck to you!

[G-Bus]

Its crazy that they are THAT bad with you, while with me, theire really nice. Never had a problem. I'm knoking on wood. I'd say you go see Mr. Lauzon yourself about the issue because this really isnt something you should let go.

[JMRQuattro]

if you have all you need go option #4. Bend 'em over and make it hurt!

[ApexIt]

talking to the dealership manager is a good way to start. If he helps you resolve the issue thats def good. As him what he's going to do about the issue. If the liar is not put on probation or is fired and nothing else is done, then yes, report it to the BBB. That way, everyone can be aware of the issue with this particular dealership.

[jriddle11]

If it was me here is what I would do. First, I would write a letter to the owner of the dealership and I would include as much information as I could remember. Stick to the facts, because a manager may or may not have written up a report about the incident. Second, I would let them know how I would like my problems resolved. Third, give them a deadline to respond. Let them know that if they don't respond to your issues you will take this problem up with Audi of Canada and the BBB.
If it was a larger dollar amount or something serious happened then I would contact an attorney, but I think this is your best bet. Good Luck!

[hihosilver]

props to dougyfresh, we all know dealerships drain your pocket after warranty expiration, that is thier job. Learn from this, have someone impartial write a letter to the owner and put your name on it, cuz your to pissed off to be totally impartial. However you do deserve to be reimbursed for the diagnostics that never happened. You can sit on hold again with audi canada, but the BBB will walk you through your options step by step, good luck...

[A4p]

I am with you bro. sometimes audi dealership company aint taking it serously, they a not proff enough, you have learned it now, next time go to a company you trust.. it can go the good way or it can go the shitty way...

[dougyfresh]

Dealerships make money on service. Not sales of new vehicles.

An Audi Dealership in NJ just sold my friend a 2008 A4 Avant fully loaded with 2.0T and 6spd for $300 over their cost. They made $300 on the sale. Peanuts for a dealership.

Most of the general public that comes in for service at a dealership does not know their head from their a**. If you're in the game long enough (service writers) you realize certain words you can say to entice them to spend more money. Its all 'sales'. The service writers are 'salesmen' and in some dealerships they get commission. Retail sales is retail sales. Doesn't matter if you're selling clothes or car parts.



<humor>

I'll tell you what, you can take a good look at a butcher's a** by sticking your head up there, but wouldn't you rather take his word for it?

</humor>



OP. Continue talking to them and see where it goes. Document everything (written) as much as possible.

I am still at a loss as to where that oil is coming from without physically looking at the car. Could you get a photo from underneath the car looking up at the Downpipe/CAT and block/head??

[jackyaudi]

Update:

Director manager of the dealership basically denied any refunds for the $96 and or the GPS. Ironically, when I asked him about the service consultant and how can he lie to me as a client, he said, word by word: "well, maybe you pushed him too far by refusing to pay, so he told you what he said". So I asked him: "so if I refused or argued to pay, he can tell me any lie he wants?" he answered: "of course not". Then he asked: "why do you need a GPS to get to our dealership?". I told him am not from that area, and that the dealership is outside my city, so I always need a GPS. He then argued and refused to offer anything whatsoever. I told him: " I dont trust you, your dealership, your service, and I will go to court and hopefully win just like many clients did already."

I mean WTF are they thinking?? Why do I need a GPS?? Seriously, the more I talk to them, the more I want to sue them! And BBB them. And let everyone know about them!

Anyhow, I called the owner, left him a phone message and informed him of the actions I will take if this does not go anywhere. I expressed my willingness to solve it with him directly if he wish without going any further. I will call back tomorrow to make sure he got my message.

[20vturbo]

it's not the first time for audi lauzon...My friend went there for a check engine on the s4 2.7t..they charged like 400$ said that everything was fixed, I take the car out for a drive and the check engine is back after 5 minutes of driving..On top of that they washed the car and sprayed some acid on the wheels to clean them up wich made all the paint come off..Of course they claimed the car was brought to them like that..Wheels were installed about a week before brand new....I wouldn't go there if they would pay me, a bunch of idiots

[20vturbo]

Long story short, I went to the dealer for an oil leak on the heat shield under my cat (which I think is a leaking head gasket). The Service consultant there said that they do not believe its a leak, thats its condensation, being normal, adding that they took pics of the oil leak, sent them to Audi Canada and Audi Canada confirmed that no repairs needed to be done. He said there is also a Case number at Audi regarding this. They charged me $96 for diagnostics. Well, I asked for that case number and the pics and they refused to give them to me, no matter how I insisted.

So I refused to pay because the oil leak was never dealt with. I called Audi Canada while I was there. They put me on hold, talked to the service manager, who told them that no case number was created and no pics were sent. Basically, the service consultant was lying right into my face.

So I hung up with Audi Canada, went to the service consultant, told him: "you are a liar, I dont want to look at you, deal with you or even talk to you, so let someone else charge my credit card coz ur not doing it". I paid and I told the service guy "you are unprofessional, a liar and this will come back to your career one day." I made sure everyone around him hears me, including his colleagues. His face was red, facing down, and he did not speak one word even after calling him a liar at least twice. Probably 4 times.

To make things worse I did not find my GPS that I left in the car. Looked EVERYWHERE. Nada.

Options:

1. Go dealership and call the police when am there. I want a report filled when am actually there (can I do that?)
2. Follow up with Audi Canada and try to get my $96 refunded.
3. File a lawsuit at the city's court. I have quite a lot of evidence already. Dates, times, names, reference numbers at Audi, etc.
4. All of the above.

What would u do? I am leaning for option 4.

why did you pay...they can't force you to pay, if they don't want to give you your car you call the police and you will leave with the car, by law they can't hold your car...If there is any conflict their option is to take you to court wich they would never do for 96$..Take them to small claims court

[kastro]

not to joke around.. but get those mini tape recorders.. just in case u plan to further with it down the road.. i mean if u were to get the service manager or whoever, saying that they sent pics and what not on tape... and then call audi and make them look like hypocripts.. ur word would be stronger no?, from experience.. i go around taping everyone now :P

[jackyaudi]

Doug: Here are 2 pics of the source of the leak. Am losing about anywhere from 1/2 to 1 quart per 1000KM.



You can see oil drops on this pic:



And all that is what the Audi dealer calls "condensation"!!

[jackyaudi]

why did you pay...they can't force you to pay, if they don't want to give you your car you call the police and you will leave with the car, by law they can't hold your car...If there is any conflict their option is to take you to court wich they would never do for 96$..Take them to small claims court

I tried that. Audi Canada said that by Canadian law I have to pay to get my keys back. And this was in Laval, I live in downtown Montreal, I had no choice but to go home with my car and pick up my GF on the way.

I am waiting to talk to the owner, see what he got to say, and then am going all out if he refuses to resolve this.

BTW, where do we write business reviews on google? Any links?

[dirtybrd]

You need to contact the owner of the dealership, period!

[20vturbo]

I tried that. Audi Canada said that by Canadian law I have to pay to get my keys back. And this was in Laval, I live in downtown Montreal, I had no choice but to go home with my car and pick up my GF on the way.

I am waiting to talk to the owner, see what he got to say, and then am going all out if he refuses to resolve this.

BTW, where do we write business reviews on google? Any links?

There is no law, your name is on the registration period , they can't stop you from taking your own car.. Is the car under warranty???It is probably your valve cover gasket leaking behind the shield, an easy fix...Stay away from that dealer, or dealers in general, if the car has no warranty you have no bussines in there other than buy parts that are not available elsewhere.. If you want I can send you to my guy

[LampyB]

honestly it sounds like every time you talked to someone at the dealership you were anything but calm, and quick to throw insults. they're a bad service center because they couldn't find your problem (or misdiagnosed it) and you had to pay for the service...i'm sure this happens all the time at dealers. go to another very reputable audi shop, have them do a proper diagnosis and take pics. then send it all to Audi Corporate and they might refund your $96 for a poor diagnosis.

seems like you handled this poorly from the beginning and now you aren't going to get any help. the manager's question about why you need a GPS is completely irrelevant, you should have just ignored it and said the point is that it isn't in my car anymore. "i'm going all out if he refuses" is exactly how i picture you every time you've been in front of someone at the dealer....

[dougyfresh]

You can see oil drops on this pic:

For some reason I never caught up on this photo until now. Looks like its coming from the valve cover in the rear passenger side (lowest point). Or it could be leak-down from the SAI valve or rear cam seal...

[favianjanitra]

Car going to get a diagnostic too next monday and here they charge $125 CAD per hour!!

[mxrz]

heh, I had nothing but good experience with Lauzon. Prestige on the other hand... Worst dealership in Montreal.