I purchased A6 3.2 Quattro in Westchester, NY in early June 2007. We moved to Toronto in late June 2007. Car has been maintained on schedule and as required by Audi in Toronto since 2007, beginning with first service. Over an 18-24 month period (2010-2011), fuel injectors had to be replaced on three separate occasions. Audi has a record of this. Each time, this was covered by the manufacturer’s warranty. I was concerned about the frequency of the fuel injector’s failure and asked the Dealer Service department if there was a particular issue with the car and was told it was strictly a part failure.
Next to last incident occurred in May 2011. Car was coming off manufacturer’s warranty in June 2011. Car had only 40,000 km on it at time and I wanted to keep it another 2-3 years. I asked the dealer about buying an extended warranty given car's history with fuel injectors. Audi sold me an 84 month Platinum warranty extension for about $2500 before tax. I was told failure of fuel injectors was specifically covered. Warranty extension was with a third party (Secure Drive) not Audi. The last scheduled maintenance was performed on December 21, 2011 by Audi. This service included work on the fuel system and throttle in addition to regular maintenance.
In January of 2012, same issue with fuel injectors came up and they needed to be replaced. Cost of the job estimated by Audi to be $2700. Warranty Company, Secure Drive, refused to cover the job. Secure Drive took the position that it was not a part failure but a maintenance issue related to carbon build up and not covered by their warranty. I took car to independent qualified technician (former Audi tech) who confirmed fuel injectors had failed and gave an estimate for the job in the same price range ($2700) as Audi service department. This service station repaired the car. Total cost of the repairs including tax was $2800. Mechanic remarked that there was carbon build up which occurs on Audi A6’s based on engine design and fuel injector/cylinder interface. Mechanic said that carbon build up should have been flagged up by Audi dealer at 40,000 km and serviced at that time.
In summary, I have a well maintained (supported by dealer service records) A6 with low mileage, that has been run only with premium gas and for which I purchased a premium warranty extension. I am being told by Secure Drive that the cost of the required repairs (4th incident of same repair over 24 month period) is not covered by the warranty extension I have with them even though both Audi and Lawrence Park Petro Canada said the fuel injectors had failed. The Dealer should have flagged up any related maintenance issues given frequency of fuel injector problems and that they are service provider. They did not. Audi Manufacturer Warranty always covered cost previously so Audi had no issue. Now that there is an issue, they are "running for cover."
I am very disappointed with Audi right now. They have acted without any degree of integrity. They have made a half heated and completely unacceptable offer. Thus far, I have pursued a resolution via the Better Business Bureau without success. It seems that taking them to small claims court is now my only option. I would warn you strongly against doing business with this dealer. They lack in customer service understanding and empathy.
