Loaner Nightmare

[dux ducis]

So this is kind of a long read, but a lesson learned in using a loaner vehicle. I don't know if its this specific dealership of if they're all like this. But never again.

El Paso, 3/26/18

Took my 2013 S5 in for the TSB regarding the tensioner rattle on start up because my third party extended warranty is almost up. The service department gave me a date to bring my car in, and under my warranty, I was supposed to get my own rental. Since Audi ended up having to reschedule me, they offered a loaner 2018 Q5 instead of me having to get a rental on my own which I thought was pretty cool. Ended up being a nightmare.

On the fourth day of driving around in the Q5, the TPMS kicks off saying low pressure. I call Audi immediately and tell them the issue, which they then say to just bring it in. I went further to ask what would happen if there is in fact a nail in the tire. Audi let me know that the customer would purchase the new tire and that they do not patch them. I said alright, and got worried because I knew Michelin were expensive, especially if they are Audi spec.

I wait in the lobby and after about 20 minutes a service department attendant comes out and tells me my total for two new tires is $475. Initially I thought I only hit one nail because the TPMS told me back left tire was low, so I was confused why she gave me the total for two. She said there were two nails in each of the rear tires, and I thought the chances of that were too slim. I had to see it for myself.

We go out to the service bay where the Q5 is lifted up about 6ft and the service guys had marked it with chalk or whatever. She points out the first screw in the back right tire, and lo and behold, its not a screw its actually a plug….in the sidewall of all places. So I’m like….lady, you told me that you guys do a complete inspection of the vehicles before they leave the dealership, and that you guys don’t plug vehicles? How did someone miss a plug in the sidewall of a tire? She said something in Spanish to one of the attendants (everyone here speaks Spanish) and more service dudes started gathering around looking at it, also conversing in Spanish.

I asked her to show me the other nail in the tire, the one which was the back left tire I came in for and she shows it. Its actually a screw, and to me the detail matters. So I asked her, how do you know that screw wasn’t there to begin with if you guys didn’t notice the massive plug in the other tire? Because we all know, if it’s a slow leak, you can pump a tire up to whatever PSI, not store it, and just be on with your life. Then X number of days later, TPMS is tripped. This is plausible because it was a screw and not a nail. I asked to speak to the service manager.

Service manager looked worried, and told me that he would take care of the plugged tire but that I still had to pay for the one with the screw in it. I said no, because there’s no way you can now prove that I picked up the screw. He then (incorrectly) explained TPMS to me, something about pressure when its actually rolling diameter. Either way, I said I wouldn’t pay and he said he would go after my insurance. I said I was going to call corporate, because they sent someone out of their dealership in a potentially unsafe vehicle.

Resolution:
My insurance company (USAA) kinda laughed and said if he put in a claim that they wouldn’t do anything anyway because tires aren’t covered because it’s a common road hazard. They also thought it was strange that a dealership wouldn’t pay for it themselves if it was a loaner. I called Audi Corporate and they told me that the loaner program is the dealerships, and whatever I sign accepting the car holds me accountable, therefore Audi would win in court. They went on to say that because the service department agreed to meet me halfway with the plugged tire, strengthens the fact that they are working with me to resolve the issue.
I just think its funny that I go in to a dealership to have warranty work done, at a $100 deductible, and now I’m paying for a new tire for these guys because they messed up. They almost made me pay for two! Life is crazy.

What are your thoughts?

[GS Dave]

I would think it would have been covered under the car's Audi roadside service. I can't imagine a dealer behaving this way...they make way more money off of a happy customer than a non-returning customer.

[chrissurfr]

Audi service tends to have some pretty dumb people working there.

And yes, VW will pass as many service costs on to customers as possible. Ask me how I know lol.

Remember how they screwed everyone in dieselgate? That is how the whole company operates....

[Neil F]

Correct that the customer is responsible for tire and insurance will not cover. I had a loaner and picked up 3 screws in a tire. No question they happened in my driving and after questioning the dealer and my insurance company, I had to pay 300 some. Audi (supposedly) does not plug tires.

Lesson learned. If I had known that, I would have repaired it myself and the dealer probably would not have known. No way they put a returned car on a lift and inspect the tires.

[T_Glass_27]

Makes me want to not accept loaners! I don't want to end up paying for a tire that may or may not have already had a nail in it.

[dux ducis]

Exactly. I feel like I was that deep pocket chump that just came along and they thought they could pull a fast one on me to pay for two new tires.

Going back there today and I'll talk to the dealership manager instead. I'm willing to bet the service manager did not tell the dealership manager. Perhaps I can get a discount on the tire I'm buying. I just don't have full confidence now that the tires were perfectly fine when I received the vehicle.

I'm ready to leave my scathing review on google. If they give me a discount it'll be a saving grace lol.

[dux ducis]

Update:

I was correct, service manager didn't tell the general manager. Regardless, the general manager agreed with me that I shouldn't have to pay for a new tire in full, and agreed to a 40% discount on one tire, putting the blame on me 60% for the screw. To me, that's fair and exactly what customer service is about. Frankly, I would have walked away with a 10% discount if the service manager had offered it, but he didn't.

Moral of the story, if there's a shadow of doubt, keep pushing lol. They will get a 4/5 star review from me, only because one of the service ladies left before giving me my vehicle? And the general manager had to come log into her computer to finish my service. I think she still hates me for calling her out on the tires/100% inspection and didn't want to face me. No one ever remembers what you said but they'll always remember how you made them feel. So today I felt like their #1 customer :)

[hamzahj]

Time to switch dealerships lol


Sent from my iPhone using Audizine

[PEM]

Just came back from my dealership and they said the same thing. Since it's under your care, you assume the risks of any damages. It makes sense and yeah it does suck if someone else had it and got the nail in the tires, but you end up with the blame.