Please see below, no response from Audi Canada since - larissanlange
Please see below, no response from Audi Canada since 2022
Customer Care - Executive Contact
Audi Canada
777Bayly St. West
Ajax, Ontario, L1S 7G7
September 19, 2022
Re: 2012 Audi Q5
VIN: WA1VFCFP9CA009993
Dear Sir/Madam
This message is intended to bring to your attention the inadequate service we received from the Audi Care program purchased by us at the time of the purchase of a vehicle on October 26 2013 at Open Road Audi - Vancouver, 2395 Boundary Road, which is the only reason we are now excluded from the compensation afforded by the terms and conditions of the Volkswagen/Audi Timing Chain Canadian Settlement. We are also asking for the monetary compensation of the out of pocket amount.The Timing Chain repairs for the above vehicle had been completed at the same dealership on July 27, 2018. Audi covered the 70% of the cost of the repairs, and our out of pocket cost was $1728.64, all records included.
Since we were invited to participate in Volkswagen/Audi Timing Chain Canadian Settlement, we submitted a claim to potentially recover the above mentioned out of pocket amount, File Number VW-20-00006195. As you well know, this kinds of claims take a lot of time and energy. After copious communication since June 2020 we were advised on July 28, 2022 that our claim was denied.
From the attached letter of denial you can see that the reason cited is inadequate maintenance schedule
" While there were two maintenance records submitted for this period (dated 03/11/2015 and 05/06/2015), neither of these included an oil change. The 17,423 kms between the 11/12/2014 and 10/07/2015 oil changes is outside of the 16,500 kms settlement allowance, resulting in insufficient proof of adherence to the vehicle maintenance schedule as required under the settlement."
This lack of adherence to the vehicle maintenance in fact falls squarely into the timeframe of Audi Care coverage. I reviewed The Audi Care Plan Agreement and it states "Four regularly scheduled maintenances at the following intervals: 25,000 km, 40,000 km, 55,000 km and 70,000 km or one year from the last service, whichever occurs first." We realize that the maintenance cannot be done exactly at those milestones, but the spirit of the letter is an oil change every 15,000 km which Audi Care had a FIDUCIARY DUTY to us, customers, to adhere to. Please find 3 records of maintenance as of 11/12/2014 at 50,091 km , as of 03/11/2015 at 56,279km and as of 10/07/2015 at 67,514 km, where the 03/11/2015 record was initiated by us, customers, in response to a Warranty Extension for Fuel Injectors and was irrelevant to Audi Care service, as well as the record of direct email communication with Audi Vancouver revealing 05/06/2015 record. Consequently, Audi Vancouver Boundary allowed too long of a gap between two oil changes on 11/12/2014 and 10/07/2015 which at 17,423 kms resulted in non-adherence to the maintenance schedule, clearly an Audi Care staff responsibility, which in turn disqualified us from the settlement.The way we see it Audi added insult to injury: not only we had a major inconvenience of dealing with extensive repairs of the flawed vehicle, but also a lack of due diligence on the part of the Vancouver Audi Boundary Rd. disqualified us from the potential full reimbursement.
Consequently, we are appealing to Customer Care Audi to find a way to compensate us for the Audi Vancouver inadequate maintenance which was the only reason for our exclusion from the settlement. I trust you appreciate where we are coming from and understand the time and effort invested by us to recover the expense and will find a way to 'make it right' to the owners of the above vehicle. We do no doubt you will agree that fair treatment of a customer is a huge component of one's brand.
Thank you for your consideration and looking forward to your response
Sincerely
Larissa Lange
cell 604-868-2676
email larissanlange@gmail.com
address: 5941-136 Street, Surrey, BC, V3X 1H9
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