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  1. #1
    Established Member Two Rings MoJo S6's Avatar
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    Jul 19 2016
    AZ Member #
    376719
    My Garage
    Kleemann55 S6 - sold; Lexus GS350
    Location
    California

    Thumbs down Worst dealership experience ever!!!

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    New to Audi, but because of my experience I will not be buying another one. I posted this originally in the C7 forum about my "service" experience with my dealership (stealership) for my new S6, but I want to also let everyone in this forum know the horrors of what I have and continue to endure. Here is a cut and paste of my post. Sorry in advance for the length, but it is necessary:

    Original Post: 6-21-17:

    So, my wife and I pulled the trigger last year and bought 2 new 2016 Audis at the same time from our local Audi dealership. She selected a Q5 and I chose the S6. (For reasons that will be obvious later, I cannot name the dealership at this time). This morning we took my car to the dealer for the one year service. It only had 2400+_ miles on the odometer! (I had been using another daily driver for commuting to the office this year and to help transport our new baby so don't give me a hard time). My wife's car was at the dealership already getting running boards installed. My wife was ahead of me as we entered into the Audi dealership service bay. I pulled in behind her. I got out and was met by what I can only describe ads a goofy, lanky teenager in an Audi baseball cap that looked like he just finished his sophomore year of high school. I was stunned for a moment when he asked me if I had an appointment and for my keys so that he could pull the car up further in the bay. In retrospect I should have pulled the car up myself but I handed the guy the key, and went inside to my service advisor to pay for the running boards on my wife's car and to check in for my service. The service advisor came out to the service bay, escorted us to her Q5 and I then returned back into the dealership while my wife was putting in the baby seat and getting into her vehicle. I turned around and walked into the dealership. I had planned to stay there and do some work on my laptop for an hour or so while they did the service on my S6. No big deal, right? WRONG!

    A few minutes later, as I was on a conference call in the swanky Audi lobby, my service advisor came over with a super pale face and asked to speak with me. I finished my call and went over to his desk. He could barely look me in the eyes and slowly said, "I am sooooo sorry Mr. _______but our service attendant hit the wall with your car." I thought he was joking at first but my heart was in my throat as he escorted me back to the service bay where I saw the damage to my pristine Mythos Black, previously-flawless S6! Members, as you can imagine, I would quickly get kicked off this board if I were to share with you the gutteral explicatives that came gushing out of my mouth when I saw my car. "How in the _____ did this happen dude?" I yelled at my service advisor as the mechanics who were quietly performing the one year service on my car just kept their heads down as they worked. The service advisor apologized repeatedly and profusely to me. But I wasn't mad at him. It turns out that it was the goofy teenager looking dude from the service bay that wrecked my car! It took all the composure/maturity that I had not to go out to the service area, find that kid and use his head to make more dents in my car.

    Of course, I then had to go through the cliche'd routine of speaking with the service manager who promised to "take care of me" by having the bumper removed a new one installed and repainted at "the only shop they trust to do their R8's and S8's (you can imagine the hand gesture that I am making right now). But I refused and asked for the General Manager whom I had dealt with when my wife and I bought the cars. He was out of the office until late in the afternoon. So, they put me in a new Q7 loaner and promised the GM would call me to discuss this situation. All the while I saw the goofy kid from the service bay out of the corner of my eye just lurking and wandering aimlessly around the service area.

    In the meantime, instead of putting a dent in the loaner like I felt like doing, I contacted the Audi Customer Experience line and made a formal complaint. The "Customer Advocate" was shocked when she heard my story and assured me that this matter was to be escalated. Given my experience with these corporate offices , I did not put much stock in that assurance. The GM called me later this evening and continued apologies on behalf of the dealership. He re-offered to replace the bumper, repaint it and reinstall the Xpel film. We went back and forth but to not avail. We have a call set up for tomorrow morning with the Audi Customer experience folks, so we will see how that goes. I will provide an update if anything materializes. But, I definitely would not recommend getting you Audi serviced at this dealer.

    Nothing stays new forever. It is only a car and it is good that no one wast hurt, but the LAST place that you would imagine to have your car banged into a wall is the dealership where you are taking it in for service. Dings and scratches perhaps, but a wall.....c'mon man, seriously?


    Posted: 6-28-17:

    One more thing! I am getting ready for a business trip, so since my car is locked, garaged and covered awaiting repairs, I pulled out the SIM card from my dash cam and loaded it into my computer just to check out the footage from all of the videos. Guys...........I saw the WHOLE crash on my dash cam (Blackvue 2 channel). I forgot it was running! That kid that crashed my car is a total BOZO!

    As far as I am concerned, the dash cam has paid for itself many times over. I am glad I hooked up the Celink extra battery so that it is running 24/7 front and rear all in HD. GREAT evidence should one ever need it in court. Highly recommend that you guys invest in a system if you haven't done so already.

    Now...............lets see how the repairs go.


    Posted 10-17-17:

    UPDATE:

    So...................get comfortable, clean your eyeglasses and pour your favorite beverage because I have a story to tell ya. Here is what has transpired since my original 6-21-17 post.

    On 6-23-17 (after much back and forth) the GM at the stealership agreed to order a new front S6 bumper skin from Audi, have it painted at the shop of my choice, have new XPEL PPF installed/replaced on the front and install new 2017 red front and rear brake calipers. I was given a new Q7 loaner for use until repairs were completed. My car remained in my garage at home until such time as the parts came in and the dealership would first flatbed the car to the body shop for paint and then to the custom shop for PPF and then flatbed back to the stealership for installation for the brakes and then flatbed back to my home to exchange it for return of the loaner. Seems kind of fair, right? Please read on.

    On 7-7-17 I received an email from the stealership stating that the calipers that they had ordered from Germany were damaged and that they had to order new ones which would get there "soon." So, I waited. After hearing nothing for a couple of weeks or so, I emailed the stealership for a status but no response. I had several trips for work and some family vacation during the month of August, but heard nothing from the Audi stealership during that entire month. So, on 9/1/17 (after calling the Parts Manager at the stealership and finding out that the parts had actually finally arrived) I sent a detailed email to the stealership GM and service manager outlining what repair schedule would work for my work schedule. The car was picked up by the stealership's flatbed at my home on 9-11-17 and taken to my chosen body shop. No problems there. Then on 9-25-17 it was taken by the stealership's flatbed to the PPF installer's shop for the front end film. No problem there. The on 9-26-17 my care was taken from the PPF installer's shop to the stealership for the installation of the red calipers, alignment, diagnostics and calibration of all front end elements (ACC, alignment,cameras, sensors, etc.). that took 2 days and then on 9-28-17 the stealership's flatbed brought my car back home to my house. The stealership sent a driver the next day to pick up the Q7 loaner at my home. BUT.............HERE IS WHERE THE ADDITIONAL FUN STARTS.

    When the stealership's tow driver unloaded the car, he scraped my front wheel (think really bad curb rash)! Thus requiring yet another call to the stealership GM and a whole song and dance before they agreed to replace the wheel! Since I was planning on getting a total PPF wrap on the car, I arranged for the stealership to have a tech go to the PPF installer's shop this morning when the car would be on a lift or jack; take the wheel off and then take it back to the stealership; mount and balance the new tire and wheel combo, return to the PPF installer and remount the tire/wheel combo. Easy peasy, right? WRONG! WRONG! WRONG!

    Folks, I got a FRANTIC call late this afternoon from the PPF installer (a really amazing guy who does unbelievable work) telling me that the dorkwad of a "technician" that the stealership sent out has just overtorqued the lug nuts on my wheel and has stripped the hub! WTF?!!!!!! I thought he was joking-----especially since he was ribbing me just this morning about all of the crap I had to go through with this car and the stealership. Sadly, he was serious.

    This latest in a series of @#$%ups by the stealership necessitated yet ANOTHER call this afternoon with the stealership GM, Service Manager, Service Advisor and Parts Manager which resulted in yet another repetitious series of meaningless apologies. The stealership is now having another loaner delivered to my home tomorrow morning; sending a flatbed to pick up my car and the PPF installer and take it back to the stealership for installation of a wheel hub and other parts and then flatbed it back to my home!

    Simply put................this stealership sucks! It is like watching a clown car at a circus and waiting to see just how many moronic clowns they can pile into a car(or come out of the car) and all the while you have foot the bill for the circus. I am not a fan of the circus.

    My car has only 2700 miles on the odometer. I have had their loaner Q7 for 3 months and put over 5K miles on it. I will NEVER buy a vehicle from this stealership again and advise that neither of you do. I can't write exactly how I feel because I would get banned from this community.

    Like BB King sang, "The thrill is gone......"

  2. #2
    Established Member Two Rings klquattro's Avatar
    Join Date
    Jan 14 2016
    AZ Member #
    367202
    Location
    North NJ

    That is definitely a terrible experience to go through and one that for sure can turn you off the brand. Have you tried other Audi dealerships in the area? I personally have 3 dealers all within about the same distance. The one dealer i avoid like the plague because they're all a bunch of DBs.

    The other dealer I use exclusively for servicing because I have found that they have been excellent, and they let me take a loaner being under 25 and the third dealer is for new car purchases because for some reason they give you a very generous deal when compared to the dealer I use for servicing. That third dealer also wouldn't let me take a loaner when I was bringing the car in for service being under 25

    Long story short, if you enjoy the S6 and your wife enjoys the Q5, maybe try a different dealer for servicing to see if they can win you back. You can even pop over to the regional forums and see which dealers everyone is using.
    '15 S4 - Mythos Black - 034 Stage 1 - AWE Track Exhaust

  3. #3
    Established Member Two Rings MoJo S6's Avatar
    Join Date
    Jul 19 2016
    AZ Member #
    376719
    My Garage
    Kleemann55 S6 - sold; Lexus GS350
    Location
    California

    klquattro,

    Thanks so much for your reply. I appreciate the support but please go to the C7 forum and read my entire post. Here is what happened JUST YESTERDAY!:


    Folks, I got a FRANTIC call late this afternoon from the PPF installer (a really amazing guy who does unbelievable work) telling me that the dorkwad of a "technician" that the stealership sent out has just overtorqued the lug nuts on my wheel and has stripped the hub! WTF?!!!!!! I thought he was joking-----especially since he was ribbing me just this morning about all of the crap I had to go through with this car and the stealership. Sadly, he was serious.

    This latest in a series of @#$%ups by the stealership necessitated yet ANOTHER call this afternoon with the stealership GM, Service Manager, Service Advisor and Parts Manager which resulted in yet another repetitious series of meaningless apologies. The stealership is now having another loaner delivered to my home tomorrow morning; sending a flatbed to pick up my car and the PPF installer and take it back to the stealership for installation of a wheel hub and other parts and then flatbed it back to my home!

    Simply put................this stealership sucks! It is like watching a clown car at a circus and waiting to see just how many moronic clowns they can pile into a car(or come out of the car) and all the while you have foot the bill for the circus. I am not a fan of the circus.

    My car has only 2700 miles on the odometer. I have had their loaner Q7 for 3 months and put over 5K miles on it. I will NEVER buy a vehicle from this stealership again and advise that neither of you do. I can't write exactly how I feel because I would get banned from this community.

    Like BB King sang, "The thrill is gone......"

  4. #4
    Established Member Two Rings MoJo S6's Avatar
    Join Date
    Jul 19 2016
    AZ Member #
    376719
    My Garage
    Kleemann55 S6 - sold; Lexus GS350
    Location
    California

    One more thing....................................I DO NOT enjoy the S6 any more. Too many negative memories for me. But, the Q5 is good so far.

  5. #5
    Established Member Two Rings EricPro21's Avatar
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    Jul 09 2014
    AZ Member #
    262711
    Location
    VA BEACH

    I am curious to see at what point they offer a 1 for 1 swap so that you can get back in an S6 again. I would almost say at this point to just tell the dealership "stealership" to take the car back for the amount you owe on it and you will purchase a new car at this point. I do not know how that would go or if you already addressed it. But please keep us updated. Sorry for your loss.
    @DAS_BLUE

    2016 Audi S5: Prestige | Black Optics Package | Sport Differential | Carbon Fiber Inlays | Black/Magma Red Seats | Alcantara Interior | Bang & Olufsen | UNITRONIC Stage 2+ ECU (93) | UNITRONIC S/C Pulley | UNITRONIC Stage 2 TCU | UNICONNECT+ | Frequency Intelligent Valved Exhaust System | CTS intake | Bahama Blue Pearl Wrap | H&R Street Performance Coilovers | 19x10 ROTIFORM NUEs | 265/35 Michelin Pilot Sport A/S 3 Plus | Strafe Design Front Lip

  6. #6
    Established Member Two Rings MoJo S6's Avatar
    Join Date
    Jul 19 2016
    AZ Member #
    376719
    My Garage
    Kleemann55 S6 - sold; Lexus GS350
    Location
    California

    Demanded that. Stealership refused. Filed ďformal complaintĒ with Audi. Letís see how that cluster$@&! goes

  7. #7
    Established Member Two Rings MoJo S6's Avatar
    Join Date
    Jul 19 2016
    AZ Member #
    376719
    My Garage
    Kleemann55 S6 - sold; Lexus GS350
    Location
    California

    Just wanted to let everyone know that I have left several phone messages for the representative at Audi that responded to my original post, and have yet to receive any call back. Has any other member of this board had a similar experience with las of follow up by Audi? PLMK

  8. #8
    Senior Member Two Rings
    Join Date
    Jun 23 2015
    AZ Member #
    339002
    Location
    Michigan

    Wow....Audi needs to make this guy whole again...How can they as a brand stand behind that dealer? If they don't make it right, it just shows how Audi doesn't really care about the customer when it matters most...Audi should be jumping through hoops with this guy, not just letting the clowns at the dealership make a bigger mess of it. Does Audi stand behind its customers considering the prices they are charging....?

    Find a lawyer and rake them over the hot coals if not.

  9. #9
    Senior Member Three Rings audrobotic's Avatar
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    Jun 30 2014
    AZ Member #
    260490
    Location
    SoCal

    I can understand how all this really sucks. But its only money. The dealership is ridiculous but stupid mistakes happen. No one was injured. Itís just metal and plastic. I used to care about every little scratch on my car but at some point I just stopped caring so much. My Audi got smashed just sitting at a red light and the body shop did an amazing job. I returned the lease but the lease inspector couldnt even tell - even with one of those special paint thickness testers.

    Edit: For those interested the inspector never asked if the car had been in any accidents. Also Iím not sure if they care. I even told Audi financial about the accident before the inspection and they didnt seem to care. I actually had to extend my lease because the accident occured a few weeks before I was due to return it. I told Audi financial about how the car was being fixed so I literally couldnt bring it back. They were kind enough to allow a month or two extension.

    My point about the paint thing was about how great a fixed car can turn out.
    Last edited by audrobotic; 11-03-2017 at 12:11 AM.
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  10. #10
    Veteran Member Four Rings DownhillA4's Avatar
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    Jun 23 2008
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    90210
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    Holy crap, this sounds like a story that would only happen to me. Godspeed my friend. Best of luck.
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