Audi refuses to cover damages on extended warranty...be wise

Today I followed up with Audi Assist and Audi Polokwane with the following email, they are hellbent on not covering the repairs despite the warranty.

 Dear ALL  I write this email disappointed and feeling Audi is attempting to cheat me (a prevalent perception among Audi car owner with high milage).  I took my car (Audi A5 2018) to Audi Polokwane on 04 May 2026 with a malfunctioning brake, after an assessment it was discovered that the brake fluid was leaking. The Tubes (made of rubber) had leaks. I went to the dealership again to observe the kind of damage. I was told the damage seem to have been caused by an object which I probably dragged under the car. I was also advised that as a result, the Freeway maintenance plan(warranty) would not cover the costs.  I asked Lesley Modiba (Workshop Manager) where the marks of such object were as an object could not specifically only just damage the tube and what kind object it could have been. Lesley insisted it was caused by an object even though there are no marks in the surrounding area of an impact of such object. The tubes and other components that make up the damaged parts are all made from rubber material, and are tucked into the front wheel. If an object should damage them, the impact should also be seen on the surrounding area and parts that are lower on the vehicle. As I continued to challenge his version, he then suggested that friction could have caused the issue as there were clips that are supposed to hold in place the tubes in question. I responded by saying if that is the case then Audi should still bear responsibility as the car has only ever been serviced by Audi since it had the Freeway plan since it was bought. The mileage on the car is about 252 000 and it’s covered until 270 000. None of these 2 theories are consistent with the kind of damage which is on the component in question.  Lesley Modiba then said he’s scared/hesitant to claim from warranty because if Audi does not approve, then he/Audi Polokwane will have to foot the bill. He advised that I should call Audi national office(Which turned to be Audi Assist) to explain the issues so they can be the ones to give the go-ahead. I called Audi assist and spoke to Carol Betus*(surname spelling might be wrong) at 08:15 am. After I relayed my story, she asked that I give her an hour to communicate with Audi Polokwane (Lesley Modiba) after which she would get back to me. By 13h42, Carol had not reverted to me, and I tried to call her. The first-line support lady advised she (Carol…Case Manager) was coincidentally at that very moment with Lesley discussing the issue and she would revert to me. She eventually did around 16h00.  She said she spoke to Lesley and he (Lesley) stuck to his story about an object hitting the car damaging the tubes. I asked her whether Lesley send her pictures so she can see/ascertain for herself and formulate an informed opinion about the consistency of Lesley’s story with the actual damage. She said it was not necessary as Audi south Africa trusts the dealerships. I asked her what the purpose of escalating issues from dealerships was if only the dealership’s word is Gospel truth, without even seeing evidence of such, (pictures in this case). I asked what is the next step that I should take. She said she couldn’t prescribe to me what next step to take. I know she knew exactly what I meant when I asked the next step, it’s in terms of the Audi internal complaint process, however she chose to rudely deflect. I told her I felt she was rude, to which she responded by reiterating that she couldn’t prescribe to me what to do…and she added that I can pay cash or approach the ombudsman is I so wished.  I felt disrespected first by making me wait for her feedback for more than 4 hours and secondly by her rudeness and her tone which in my view sought to suggest what could I possibly do to her concerning her disrespectful behaviour. All in the while she condescendingly continues to address me as sir (I guess she was doing it for the call recording, which still does not make up for her rudeness). I requested the call/complaint/reference (02378906). I think Lesley’s and Carol’s disrespect matches perfectly. Out of frustration of not getting finality from Carol, I called Lesley to enquire about the next step of the complaint process (I assume a big corporate such as Audi should have a process in plan and could not just make rules as they go). Coincidentally, Lesley just like Carol When she was coincidentally on the phone with Lesley when I followed up), was busy drafting an email to Carol regarding the issue when I called him. He then advised he doesn’t know when the issue will reach finality. Which suggests I can wait for day on top of time from 04/05/2026 I’ve waited.  Right there, I saw the modes operandi, Audi gets you to buy a car, they advise you to also buy Freeway plan so a warranty can cover repairs should there be a need, and then they give you a run around as you’re left frustrated by the lack of accountability. The customer should bear the loss that comes about dealership being scared/hesitant to claim from warranty should Audi refuse to pay…there by leaving the customer to pay again on top of the Freeway plan in place.  This is a prevalent perception, especially I’m told as the car mileage becomes high. I further asked both Carol and Lesley what the lifespan of that rubber material is, they both said they didn’t know. I’m not sure if those tubes/component is expected to last forever in their view. My car is over eight years old and under warranty since new.  I’m very disappointed by the following:  

• Lesley’s theories that are inconsistent with evidence
• Carol’s lack of interest in my case
• Lesley and Carol’s disrespect by always coincidentally being working on my case (on phone or email) when I call while I wait for hours waiting for the call that never came.
• Audi’s general attitude towards clients who have Freeway plan with high mileage cars (a lot of people talk about this)
• Lack of urgency (I explained to both Lesley and Carol that I work in Pretoria, and stuck in Polokwane because of this issue)
• The expectation by Carol that I should beg and that she somehow believes she’s my superior. Bad attitude period.

 Expected Resolution  

• I expect Audi to do the right thing and fix my car under warranty. My car mileage is 252 000 and only expired on 270 000
• I expect a sense of urgency and respect from Audi’s employees