Audi UK Complaint - Who to write to?

[chasdrury]

I had missed the part that you had already bought a car from Derby - if it wasn't the right spec why did you get that second one?

[edo]

It's a tough call.

To be honest, accepting the blue car was in hinsight a mistake.

Respraying the car is laughable. It would cost 2k to do it properly, the engine bay would still lbe the wrong colour, the V5 would show a colour change, and the car's resale value would be affected.

If it where me, I would push back to say you would like the £500 is cash, since you have no intention of spending more money with Audi.

[Jennit]

Because PGA took 4 months to not sort mess out (ie their inaction and disinterest in finding replacement car and not providing me with automatic courtesy car) I was put in position of having to accept money back - something I had not wanted to do as I still had hopes of getting what I originally set out to buy. Unfortunately, after driving a manual courtesy car for 4 weeks I was in great pain and also had a time limit on me as was booked for surgery on my left wrist at beginning of June which would have meant that I would not be able to change gear in a manual. PGA (after 2 weeks) had finally located an auto courtesy car for me but when I got there to pick it up I was told that it had come in that morning but had been given to another customer!!!!

Accepting the money back meant that I had lost my good VW Golf with only 55K on the clock and which had just had a cam belt service and 4 new tyres because it was traded in so they could not get me back to status quo. It also meant that I had to lose any courtesy car provided by PGA which meant no transport at all. Due to 5 weeks of them NOT finding me any of the 8 cars that I provided details of (6 on their own website and 7 of which were red) I now had a week to find a replacement car so that I would still be able to drive after surgery. PGA were made aware of this and still did nothing. In fact, the blue car I bought from Derby was the only non-red car that I gave them details of and I was told it was 'not available' as it had been sold. On phoning Derby Audi, I found that PGA had lied again - car was not sold, never had been. Due to PGA dragging their heels over all the cars over a 5 week period, all the red ones had sold and I was left with a choice of the blue one or a silver one. I had made it clear at outset that I would never accept black, silver, grey or green (always like to be highly visible). I was put in position of buying blue car or continuing to rely on PGA to find a replacement whilst I was without transport as they would not provide an automatic car. With hindsight I should have contacted Audi UK myself at this point, but PGA assured us that they had already been contacted and would only be involved if a 'car was in the frame' - another lie. Audi UK had never been contacted.

I am not dissatisfied with the car I chose except for the colour. I have gained some specs and lost others but I have had to pay another £2500 for the privilege of being messed about by a dealer which obviously had no intention of putting situation right. My main reason for contacting Audi UK was always to make them aware of the problems with PGA and their lack of customer care - it was Audi UK's suggestion to respray car or to change blue one for red. All suggestions were made by Customer Services before they knew full extent of problems. Now suggestions have been retracted apart from the £500 - which they offered me in the initial phone call whilst they still thought I was just a disgruntled customer having a moan. The message that has come across is that they 'have investigated internally' so they are not going to tell me what the results of it is, but also there is no mention of any of the evidence that we provided for them regarding the incomplete Multipoint check (surely Audi UK should never have put a warranty on the car because of this); the non-HPI certificate, the evidence of collision damage and respray, as well as the receipts showing over £4500 of parts being required over a 3 weeks period just 6 days after I had bought the car. And surely no car with shock absorber and seat belt problems should have passed an MOT only 3 days previously!

We find it interesting that the e-mail makes no mention of any of the above evidence or addresses it in any way whatsover - nor does it make any mention of their findings regarding the investigation of PGA - could this be deliberate in case I take things further? In terms of them not having acknowledged that there is anything relevant in the evidence therefore, it is not important and not to be considered.

Well - still not prepared to totally give up - if nothing else will try to ensure that they pull their socks up and no other customer is treated like that by PGA. Have always said I am not after compensation or betterment but would like to end up with what I set out to buy and feel that Audi UK could make a goodwill gesture towards this - even if it is just to find me a red car and do exchange instead of saying that I can do it and stand a financial loss whilst doing so. But maybe I am expecting too much.:mad:

Audi UK have also made the point that 'if they had been contacted whilst this problem was going on' they could have stepped in - we have pointed out to them that we were told they had been contacted at the time and only have only recently discovered that they weren't. We have also asked that given this information, they should surely be able to step in now.

Sorry - length of posts really makes me sound like a moaning woman who doesn't know her own mind - i'm not really - just angry that big dealership is getting away with murder.

Edited November 2, 2008 by Jennit

[Rustynuts]

You can take solace in the fact that PGA are doubtless suffering the hardest days of their business life at the moment due to the current financial situation, and that your one woman crusade against them will not go unnoticed by anyone searching for good feedback for an Audi dealership in your area.

[Teacake]

Well, you could make one more roll of the dice, by writing back to Audi UK to:

1) Express your disappointment that the safety/quality issues you raised have not been answered.

2) Point out that, as a disabled person left in the lurch by PGA's failure to provide an automatic courtesy car, you felt railroaded into buying the blue one, which was less than suitable. This has left a sour note which you would not hitherto have associated with a quality brand like Audi.

3) In reply to them saying that if you had contacted them earlier they could have helped, remind them that PGA had assured you that Audi UK had been contacted.

It's up to you whether you continue to suggest that they smooth the way to a swap between the blue car and another more acceptable choice. You say you're not dissatisfied with the one you've ended up with, but it has cost you £2500. You need to decide whether you want to try to recoup some of this loss or get the car you wanted. If it's the latter, then Audi UK are the people to continue to go after. If it's the former, then it's PGA you had the contract with and so PGA you'd take to court. You could itemise your costs, send PGA a bill, and send a letter to Audi UK explaining what you're doing and that if you have to take one of their dealers to court, the dealer will also be reported to Trading Standards (over the safety issues) and get some negative publicity (if you haven't done this already).

Other than that, not a lot you can do. Taking the blue car has weakened your position a lot, and like SK says, the motor industry aren't noted for being great on customer service at the best of times. This is Audi we're talking about here and they do not, as a rule, give a tinker's cuss about their customers. However, PGA have not covered themselves in glory with this episode and, as Rustynuts has pointed out, this is likely to be noticed by other potential customers.

[edo]

Did you say the damaged/repaired car has been sold again. As I mentioned earlier in the thread, I might imply that I didnt think that car should have been sold on - and ask if the new owner is aware of its history....

[Jennit]

Hi Guys

Sorry to have been so long in posting. Had reminder from Stephen Connor (supposed Executive Officer with Audi UK but was obviously not appointed for his spelling and grammar attributes) that he was going to be out of office until 10.11. Have taken some time to consider his reply and have used this as basis for response. (Won't post this as faaaaarrrr ttoooooo long).

Thanks for advice Edo - good to know that my response has brought in all those points - took me ages.

And,yes, original car has been sold on - that is what prompted me to contact Audi UK - was incensed that Peter Gilder Audi was selling it to someone else who did not have a clue what it had been through.

Am going to send response to Stephen Connor, but am also sending everything through to Jeremy Hicks, Gary Scotting (CEO Gilders) and Rupert Stadler in Germany. See where that gets me.

Keep your fingers crossed.

Interestingly, hubbie spent 20 years working for Trading Standards Unit until they shut his unit down and made 24 staff redundant a couple of years ago.

Thanks for all advice and suggestions. Keep them coming.

[Jennit]

Just a quick post to let those of you know who are following this 'one woman crusade' - have still not heard anything from Stephen Connor EO at Audi UK. Due to personal and work problems only managed to respond to him at weekend. Think he probably was hoping I had just gone away and wouldn't bother him again.

Have basically asked for 3 things

"I do not expect Audi UK to provide me with anything more than I already have other than the 3 ‘A’s

• Acknowledgement – that mistakes, lies and possible illegalities took place
  
• Apology – for the experience that fell far short of Audi UK’s expectations and the stress, distress and the time, effort and fuel that was wasted by myself trying to resolve a problem that should have been resolved by Peter Gilder Audi and Audi UK
  
• Answers – I want to know how this sorry situation was allowed to happen, how employees of one of your franchised dealerships were allowed to blatantly lie to a customer (as has been proved) and if he lied about contacting Audi UK (as you know he did) how many more things have been lied about regarding the car that Peter Gilder Audi sold as an Approved Used Car, despite the fact it had an incomplete Multipoint check, evidence of possible collision damage and extensive respraying and a non-HPI certificate to replace the original one that showed outstanding finance on the vehicle. A vehicle that Peter Gilder Audi replaced almost £4000 worth of parts on, under the Audi UK warranty, in the first 3 weeks of my owning it. A warranty that was issued despite the Multipoint check not being completed.
  

I also want to know how you are going to prevent this situation occurring again – the vehicle in

question has already been sold on to another customer, despite the evidence that I have provided and the information regarding faults that Peter Gilder were given."

This is obviously only the end of a very long document sent to him but it will be interesting to see what response I get, as Audi UK are not even mentioning any of the evidence I have provided them with in their communications - a very clever ploy, I think.

Edited November 26, 2008 by Jennit

[edo]

keep us posted!

At the very least your dealer has lost some business from a few people on here. Be happy in the knowledge they are probably having a horrible time of it at the moment!

[Insurance Jon]

I wouldn't hold your breath. I cancelled all my future Audis, because I didn't get an appology, sent the email to Jeremy Hicks, didn't get a response. I thought he was an alight bloke until recently, now I just don't think he or anyone at audi give a toss.

[shao_khan]

Its a real shame because they have in the main a good product, but its backed up with some very average at best dealerships and customer care that is shocking, if Audi took care of the few with problems, they would have a top notch product, but its let down by an apparently lack of interest by anyone in power.

I'm not sure if they dont care or if they just dont have the balls to address the issues.

[steelwind101]

Shao Khan, i really share what you said both with regard Audi and VW.

[Teacake]

Its a real shame because they have in the main a good product, but its backed up with some very average at best dealerships and customer care that is shocking, if Audi took care of the few with problems, they would have a top notch product, but its let down by an apparently lack of interest by anyone in power.

Spot on. My first Audi, despite being a brilliantly-made machine that ticked almost all the boxes of what I look for in a car, is the last Audi I will ever have. Because of the dealers and Audi UK.

[Jennit]

Hi Guys

Had response from Stephen Connor on 1st December - complaint finally given case number but also note that he is Customer Liaison Manager - is this same is Executive Officer?

Response as follows:

Dear Ms D.......

Thank you for your email, detailing the difficulties you have experienced with Peter Guilder Audi. Please accept my apologies for the delay in my response.

I am currently liaising with Peter Guilder Audi and will be discussing the nature of your complaint with our Director, Jeremy Hicks, as soon as he is available. I fully appreciate that you have experienced a level of service not befitting an Audi Centre and will assist in reaching an alternative resolution.

Thank you for your patience whilst our investigation is underway.

Kind regards

Steven Conner

Customer Liaison Manager

Take is the bit 'as soon as he is available' means 'never'

Have now got all documentation and photos re collision damage and respray ready to send off 'snail mail' and am also going to send it e-mailo as well.

Is going to Jeremy Hicks, Rupert Stadler, etc plus several car magazines.

Think I have been quite patient enough.

[Rustynuts]

Nice to see that finally someone is sticking their neck out and talking to you.

[MrAvant]

I think that Audi have been living in such a boyent environment for so long that they had to do little customer service as an Audi is an Audi.

Now we are all on very hard times things are changing and they need to do more to keep their customers loyal to them.

In my opinion all the car manufaturers are in suck a state that a customer complaint is the last thing on their minds at present.

[Luke]

Well I think Audi are in a pretty strong position of late. On Thursday this week they booked out 5 planes to take peple form Audi UK to Spain to the launch of the Q5. I know because my Mrs was on board. Cant be that bad then can it??

[Merlot]

Well I think Audi are in a pretty strong position of late. On Thursday this week they booked out 5 planes to take peple form Audi UK to Spain to the launch of the Q5. I know because my Mrs was on board. Cant be that bad then can it??

Wrong car , wrong time. All booked several months ago. Tells us nothing.

[Jennit]

Hi All

Just to let you know had second e-mail from Stephen Connor - think this bloke has finally lost the plot.

Second response:

Dear Mrs Davies

Further to my recent email regarding the difficulties you have experienced in searching for your preferred Audi A3.

I have searched Derby Audi's stock and have found an A3 sportback, 2.0 TDI S tronic Brilliant Red.

This vehicle has a lesser level of specification to your original Cherry Red A3 but is an 07' vehicle. The cost of the vehicle is currently £14,850.

So that I may progress our search, are there any items which you are specifically searching for, e.g. Bose or leather seats?

If a suitable vehicle can be sourced from the Sytner franchise (which Derby Audi is part of), it may be possible for us to negotiate a favourable trade in for your vehicle.

Kind regards

This one arrived with no subject, no case number, no official anything - unlike the previous one.

As for 'the difficulties you have experienced in searching for your preferred Audi A3.'- i wasn't aware that I was having difficulties - I wasn't even aware that I was looking for an Audi A3 - have already got one!

The one he has found, unfortunately, is totally wrong - 4 door (mine is 2), Brilliant Red (the only red I did not want), cloth interior (mine is leather) and even worse - the 170 bhp DPF engine. It is a 57 plate (18 months younger than mine) but not at all what I would have bought in first place.

I also don't like the last paragraph 'it may be possible for us to negotiate a favourable trade in for your vehicle.' It is up for £14850 - comparable price to mine but they are obviously expecting me to fork out even more money. I think it also means they are not wanting to give me what i've asked for - acknowledgement, apology and answers. Surprise, surprise.

Watch this space - am twice as mad as i was before. Have just snail mailed all documentation and photos to Jeremy Hicks as well as e-mailing them. Purely to facilitate things when Stephen finally gets round to liaising with Jeremy - hmmmmmmmmm!!!!!

will keep you posted - stroppy bitch hasn't finished with them yet.

[zedman]

Hi Jennit, just read all your posts and i hope you get somewhere....

PGA are a busy dealer and only survive because people don't have the hour to travel to get away from them. I've bought 2 Audis in the last 3 years, both of them from other dealers as the salesmen at PGA can't be bothered to talk to me as I don't think i've got the right look...

One of my friends has bought over 20 cars from the Gilder Group, right back from when Audi were trading from Hunters Bar, he had 4 VAG's (cost £60k total) in his house, now he's got BMW's as there was an 'incident' when his TT got serviced. He got so demoralised with them he never went back. This guy has spent literally tens of thousands just on servicing and stuff and they didn't give a **** about him. They don't care about anybody..... they don't need to.

I had 'issues' with my A3, nothing like what happened with your car mind and immediately I was offered the £500 in vouchers, i think it may be the standard response. I did get a response from JH eventually and although apologetic it wasn't useful.

I wish you were financially able/willing (not trying to guess your financial position) to have kept the original A3 and bought another car, then you could have put some factual signwriting on your A3 about the condition of it and parked it outside PGA, pref on the pavement next to Aldi so all their customers could see the quality of cars that they sell - might have made them do something!

hope it works out for you and i really do understand how frustrating it is to deal with Audi CS, they go on about how they can't make dealers do anything as they are independant businesses and when I asked what they could do i was met with silence. It would actually be useful if they fined their dealers in these situations, if it cost them something they might actually have an incentive to be bothered.....

[cruiser647]

Well I think Audi are in a pretty strong position of late. On Thursday this week they booked out 5 planes to take peple form Audi UK to Spain to the launch of the Q5. I know because my Mrs was on board. Cant be that bad then can it??

Wrong car , wrong time. All booked several months ago. Tells us nothing.

Things like this can always be cancelled. They'd save a lot of money by not suppying a food and drink trough for the journos and staff.

Car companies have cancelled launches and cancelled models (GM's Caddy coupe for instance). Cancelling a launch might also send out the wrong message.

[Jennit]

Hi Zedman

Thanks for your response - it's good to know that people are still following this loooonnnnnngggggg saga. I actually did have the money to purchase the second car without having refund from PGA first - only cos I got married 18 months ago and sold my house which I got a bit of equity on. The Audi was my present to myself for struggling for years to bring my children up on my own and pay the mortgage on the house. Not rich but not struggling anymore. Might have been a good idea to paint signs on original car.

Someone at school has also suggested making a copy of all the photos and documnetation etc. and putting it on to CD rom and giving it out free of charge at opening of new showroom at Meadowhead.

It's interesting to hear about what has happened to other people - makes you feel less alone. This might be a 'one woman crusade' at the moment but I am so angry about all this.

Yes, I do think £500 of vouchers seems to be a standard response - I have had it 3 times now.

Anyway - off to e-mail JH, Gary Scotting et al. Will let you know what happens next.

Am going to respond to Stephen Connor re the exchange car he has come up with and point out that the only car on their site that comes close to my specs that I originally had on first car, is a Misano red one in Newton Abbot at £19494. Should give him some idea of what I am looking for - apart from the acknowledgement, apology and answers.

[zedman]

Someone at school has also suggested making a copy of all the photos and documnetation etc. and putting it on to CD rom and giving it out free of charge at opening of new showroom at Meadowhead.

ever thought about getting the Star or Telegraph to take an interest? Not too long before they open the showroom?

[edo]

A mate had similar levels of frustration with Moben.

He printed a factual (important) list of every incidenet/call/letter with details of the 150 calls, x letters, x emails and then handed them out at a number of stores in london and near their stand at the ideal home exhibition.

Dont worry about a CD - people might not want to put it in their pc. Just an A4 flyer with some pertinent facts on. Got to be prepared to spend an afternoon handing to people at your dealer's site...

[chasdrury]

ever thought about getting the Star or Telegraph to take an interest? Not too long before they open the showroom?

too late, the new showroom has been open a week....

and PGA aren't the best, we've had 8 Audis in 8 years from them, and they weren't interested in September so we ended up doing a deal with another party....

Chas