Major issues with 2011 A3 quattro S line - need help

[yakimama]

I'm a first time Audi owner, and have truly loved my A3 until 1 month ago. I purchased it as a certified pre owned 2011 Audi A3 S line quattro, with 5K miles, at Rector Motor in Burlingame in early 2012, with extended warranty (new car + CPO). It has less than 30K miles and is still well within the warranty period.

It ran great until 1 month ago. Battery died, was able to jump start, dealer replaced battery.

Fine for 2 weeks then check engine light persistently on for 4 days. Took it back to the dealer, was told 'everything is fine', and was given the car back.

1 week later, it stalled WHILE DRIVING at slow speeds, and could not be jump started. Towed to Audi Oakland and service advisor witnessed that it would not start, but it subsequently started, and continues to have an unpredictable, intermittent problem. Spent 2 weeks at Audi Oakland with drive tests (mechanic drove it home, etc), and I was told 'there were no fault codes', and they returned the vehicle to me without a diagnosis or a fix, despite my concern about safety.

I picked up the vehicle Friday AM, and Friday PM, it again stopped unexpectedly while driving. Towed for the 2nd time to Audi Oakland. Decided to go back to where I purchased it, so towed to Rector Motor in Burlingame. Service supervisor said they will check it out to the best of their ability, but if they cannot replicate the problem within 3 days, I have to take the car back because 'Audi's policy states that you cannot have the loaner for more than 3 days'. I reiterated my concerns with safety and that I will not take the vehicle back until the problem has been solved, and they reiterated their policy.

I've been in touch with a supervisor at Audi customer care and have that person in communication with the service supervisor at Rector Motor, but so far have made no headway. I clearly bought a lemon, but the lemon law doesn't apply since I am technically the 2nd owner, and it's out of the 18mos, 18K miles period. I have insisted that the vehicle is unsafe to drive and that if it cannot be reliably repaired, that it needs to be replaced. If anyone has suggestions, please share. I am truly disheartened with my experience and am surprised that the warranty does not cover replacing a vehicle that has had multiple undiagnosable, irreparable failures and is unsafe to drive. I would appreciate any advice.

[tekmo]

'Audi's policy states that you cannot have the loaner for more than 3 days'. - that is bs.

[yakimama]

@ Tekmo. I agree. I just spoke with one of the supervisors at Audi Customer Care, and he said that he cannot make Rector Motor keep their loaner out for longer than they desire. He also said that it is not part of the warranty that they need to provide me a loaner, or pay for a rental car, while my vehicle is not functioning. Their plan remains to return the vehicle to me within that 3 days timeframe (tomorrow), even if undiagnosed and not repaired, if they cannot replicate the problem. Thankfully, I have a video of the service director at Oakland Audi, who is unable to start the vehicle. However, I am still not making any progress and they still want to return a vehicle to me that is unsafe on the road, for me, and for any other drivers.

[tekmo]

If your car is under warranty, Audi should provide you with their own loaner vehicle for as many days needed to diagnose/fix the issue. I would maybe try a different Audi dealership.

[yakimama]

I took it to Rector Motor in Burlingame because I heard that they have an excellent service department and mechanics. Even dealing directly with the service supervisor, that has not been my experience. They were in such a hurry to get their loaner vehicle back that they said 'your car is ready for pickup'. Once they got their loaner back, they were more willing to keep my car for a few extra days. I currently have no car. They, and Audi USA, are 'considering' whether they may pay for a rental. When I told them that I'm not willing to pick up the car until it has been diagnosed and repaired, they said, 'well, you're welcome to park your car here as long as you want'. Do you, or anyone, recommend any other dealerships in the Bay Area, CA, that will be more willing to take their time diagnosing the problem? Or anyone else at Audi USA that may have more influence in my situation? Thanks for any advice. Happy new year!

[Rdrcr]

^^^^
That's just crazy. I'd be phoning up the chain-of-command at Audi.

Audi had my A3 for over a week to replace the mechatronics unit. I had a brand-new Q5 as my loaner the entire time.

Mike

[yakimama]

@ Mike - good to know. That did sound like an unreasonable policy by Rector Motor. Do you have suggestions on who to contact at corporate? I've been working with the Operations Lead at the Audi Customer Experience Center. Thanks.

[abiley84]

BS on the loaner. I had a loaner as well for about 5 days when they replaced my mechtronic unit also

[tcardio]

I'm a first time Audi owner, and have truly loved my A3 until 1 month ago. I purchased it as a certified pre owned 2011 Audi A3 S line quattro, with 5K miles, at Rector Motor in Burlingame in early 2012, with extended warranty (new car + CPO). It has less than 30K miles and is still well within the warranty period.

It ran great until 1 month ago. Battery died, was able to jump start, dealer replaced battery.

Fine for 2 weeks then check engine light persistently on for 4 days. Took it back to the dealer, was told 'everything is fine', and was given the car back.

1 week later, it stalled WHILE DRIVING at slow speeds, and could not be jump started. Towed to Audi Oakland and service advisor witnessed that it would not start, but it subsequently started, and continues to have an unpredictable, intermittent problem. Spent 2 weeks at Audi Oakland with drive tests (mechanic drove it home, etc), and I was told 'there were no fault codes', and they returned the vehicle to me without a diagnosis or a fix, despite my concern about safety.

I picked up the vehicle Friday AM, and Friday PM, it again stopped unexpectedly while driving. Towed for the 2nd time to Audi Oakland. Decided to go back to where I purchased it, so towed to Rector Motor in Burlingame. Service supervisor said they will check it out to the best of their ability, but if they cannot replicate the problem within 3 days, I have to take the car back because 'Audi's policy states that you cannot have the loaner for more than 3 days'. I reiterated my concerns with safety and that I will not take the vehicle back until the problem has been solved, and they reiterated their policy.

I've been in touch with a supervisor at Audi customer care and have that person in communication with the service supervisor at Rector Motor, but so far have made no headway. I clearly bought a lemon, but the lemon law doesn't apply since I am technically the 2nd owner, and it's out of the 18mos, 18K miles period. I have insisted that the vehicle is unsafe to drive and that if it cannot be reliably repaired, that it needs to be replaced. If anyone has suggestions, please share. I am truly disheartened with my experience and am surprised that the warranty does not cover replacing a vehicle that has had multiple undiagnosable, irreparable failures and is unsafe to drive. I would appreciate any advice.

I will play devil's advocate. A customer brings a car in complaining of a problem that cannot be replicated. Car is hooked up to VAS and no errors seen. Car starts normally for two weeks with test drives and a mechanic driving it home and still no issue with the car. You get the car back and suddenly the problem reappears and then you send it to another dealership and they cannot replicate the problem. The above story sounds suspect.

A dealership cannot just start replacing parts on a car just because a customer states a problem exists that cannot be replicated. If a dealership replaces a part that does not need to be replaced just to satisfy a customer then that dealership essentially owns "the problem" and then tangles itself in a web of potentially buying back a vehicle which may have never had a problem in the first place. Let's not make harsh judgements until the dealership can or cannot find the problem.

If you want to get rid of the car then your only option is to work it out with AoA. Don't blame the dealerships and use people's names at the dealerships on a forum until all the facts are straight and you indeed are proven to have purchased a "lemon". I sent a pm to you a few days ago requesting some information as I may be able to help but I have not yet received the requested information. In addition, I will ask a "stupid" question but is your vehicle equipped with STOP/Start functionality?

[yakimama]

@tcardio

I appreciate the 'devil's advocate' perspective, and I can see this from the dealer's point of view. However, I do have a video of one of the service advisors replicating the problem. After 3 tows, and video evidence of the malfunction given to the dealer, I think it would be difficult for the dealer to view the story as 'suspect'.

To be clear, my request to the dealer was not to start replacing parts, but to continue assessing the vehicle until an appropriate diagnosis was made. My primary concern has continued to be safety.

After 3 days of being unable to replicate the problem, the dealer wanted to 'release the vehicle' to me. After several intense discussions with Audi of America, I finally convinced them that it was unsafe to release the vehicle, and to keep the vehicle for several more days. With appropriate persistence demanded by the customer, the problem has finally been replicated by the dealer. I stand by my opinion that a request to continue attempts to solve the problem before returning an unsafe vehicle to a customer is a reasonable one.

Perhaps that was distasteful to use names, and I appreciate that feedback. I was grasping at straws here, and seeking any help possible. I will attempt to edit personal names in previous posts. In answer to your question, I do not know if the vehicle has 'start/stop' functionality.

In case this problem of an intermittent 'no start condition' presents itself to anyone else, I will continue to share any progress made in regards to a diagnosis and solution. I think it is important to share this information with other consumers from a safety/reliability standpoint.

Thank you for everyone's help with this situation.

[yakimama]

@ tcardio

I just read your message, but I am having trouble sending a reply. Sorry, new to this forum. My reply is below your message.


01-03-2015 08:28 PM
tcardio tcardio is offline
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need additional info
who was your service advisor at oakland audi
who was your tech at oakland audi
who was your service advisor at rector
who was your tech at rector

I need this info as I can help

--------------------------------------------------------------------------------------------------------------------------------------------------------------

Given the concerns about using personal names, I have deleted those from previous posts, and feel that it would be most appropriate, as you suggested, not to share those. I actually do not know who the tech was at either facility, but I do know that a tech from Audi of America went to the facility to assist. If you have any further thoughts, please do share. Thank you.

[tcardio]

Of note, remember the impossible just take a little longer. I would give a big thanks to Audi in general for helping you. I would also give thanks to Oakland Audi for keeping your car two weeks and trying to find the problem and I presume they gave you a loaner for two weeks which is really generous. I would also thank Rector Audi for helping you find the problem. just my 0.02

[yakimama]

To all - Rector Motor asked me to pick up the vehicle on 12/31 because 'the problem had not been replicated' and 'there is nothing wrong with the vehicle'. It was at my persistence that they continued to drive test the vehicle because I refused to pick it up until the problem had been replicated. To reiterate, when I told them that I would not pick up the vehicle until the problem had been replicated and addressed, I was told 'you are welcome to park your car here as long as you like, but it will be released to you in 3 days if the problem has not been replicated'.

I wholeheartedly agree that 'the impossible just take a little longer', and Rector Motor should have been willing to take their time diagnosing the problem without a fight. I do not thank Audi at all for this truly disgusting experience. It has required daily battles, through the holidays, with supervisors at the Rector Motor service department and Audi of America to attempt to get this situation resolved.

With a car under warranty that has stopped while driving twice, has been towed twice, and has put the driver at risk, I think it is utterly irresponsible for Audi to return the vehicle to the customer without a diagnosis or repair.

Regarding a loaner vehicle, Audi Oakland did provide me a loaner for the duration and was very helpful in this regard. Rector Motor repeatedly cited a policy of giving out a loaner for a maximum of 3 days. I was initially told by Audi of America that the warranty does not include them providing me with transportation while my vehicle is not functioning.

This is a 2011 Audi A3 with less than 30K miles and is under warranty. It has been an unfortunate experience and I truly hope that no other customer has to go through this. As far as personal impact, I was forced to cancel holiday plans because I did not have an AWD vehicle to get to the mountains as planned, and was unable to take advantage of my prepaid ski lease and ski pass. I purchased a quattro to safely get me to places that I enjoy. I spent most of my vacation writing countless emails and making countless phone calls to advocate for my safety.

My goal is not to have an online disagreement with a corporate Audi supporter, but to share my regrettable experience and receive any advice from other consumers on how to best end up with a safe, reliable vehicle.

[saw76]

To all - Rector Motor asked me to pick up the vehicle on 12/31 because 'the problem had not been replicated' and 'there is nothing wrong with the vehicle'. It was at my persistence that they continued to drive test the vehicle because I refused to pick it up until the problem had been replicated. To reiterate, when I told them that I would not pick up the vehicle until the problem had been replicated and addressed, I was told 'you are welcome to park your car here as long as you like, but it will be released to you in 3 days if the problem has not been replicated'.

I wholeheartedly agree that 'the impossible just take a little longer', and Rector Motor should have been willing to take their time diagnosing the problem without a fight. I do not thank Audi at all for this truly disgusting experience. It has required daily battles, through the holidays, with supervisors at the Rector Motor service department and Audi of America to attempt to get this situation resolved.

With a car under warranty that has stopped while driving twice, has been towed twice, and has put the driver at risk, I think it is utterly irresponsible for Audi to return the vehicle to the customer without a diagnosis or repair.

Regarding a loaner vehicle, Audi Oakland did provide me a loaner for the duration and was very helpful in this regard. Rector Motor repeatedly cited a policy of giving out a loaner for a maximum of 3 days. I was initially told by Audi of America that the warranty does not include them providing me with transportation while my vehicle is not functioning.

This is a 2011 Audi A3 with less than 30K miles and is under warranty. It has been an unfortunate experience and I truly hope that no other customer has to go through this. As far as personal impact, I was forced to cancel holiday plans because I did not have an AWD vehicle to get to the mountains as planned, and was unable to take advantage of my prepaid ski lease and ski pass. I purchased a quattro to safely get me to places that I enjoy. I spent most of my vacation writing countless emails and making countless phone calls to advocate for my safety.

My goal is not to have an online disagreement with a corporate Audi supporter, but to share my regrettable experience and receive any advice from other consumers on how to best end up with a safe, reliable vehicle.

Hey Man,
I think you should find a real dealer, Stevens Creek Audi is very good, Or talk to Chris at Precision Motorworks in Santa Clara, He is very good at diagnosing these cars and works together with the dealership (stevens creek audi) Tell Chris Seth sent you and he will take care of you.
I am no longer in the area but I know all those shops and I ran an Auto electrical Specialty shop, diagnosing weird problems like you describe. Chris is my friend and he is very good .

[yakimama]

Thanks. Unfortunately, if I take the car to anywhere besides an Audi dealership, it voids the warranty...

[Das Ponto]

Thanks. Unfortunately, if I take the car to anywhere besides an Audi dealership, it voids the warranty...

Who told you that?

[yakimama]

The dealer told me that. Maybe I misunderstood? Do you know that not to be true?

[saw76]

YA you can take it to other places , especially Precision Motorworks . Chris the owner works with the Audi dealer a lot when it comes to service and has established a very good relationship with the dealership . I would call them
1 (408) 985-2316 , and if that's not something you want to do I'd get in contact with another dealer like stevens creek Audi .
If you talk to Chris of Jeff at Precision make sure to tell them that Seth Mills sent you . That's me .