Consistently aggravated by local dealer (rant)

[HeelBuff]

I'm envious of so many of you who extol the virtues of your local Audi dealerships. Mine seems to have a pervasive culture of haughtiness and pomposity that regularly makes me marinate in anger for hours after encounters with its people. These encounters are never so egregious that I am moved to make a scene or contact AoA; their severity is kinda like the scene in Caddyshack where the Methodist preacher tells Danny "sorry, you can't come" after Danny reveals he is Catholic. But the cumulative effect of these encounters is beginning to take its toll - thus my rant.

So, today I get a text from the senior sales guy from whom I ordered a 2017 Q7 a couple of weeks ago. It says there's a promotional 2017 Q7 on the lot until noon if I wanted to come down and take a look. Like most of you, I'm a busy person. Nevertheless, I jumped in the RS7 and made the 20 minute drive to the dealership and saw the white Q7 with my sales guy and another customer walking around looking at it. Smiling, I approached the vehicle only to be arrogantly rebuffed which I interpreted as "not now, can't you see I'm with a customer you nitwit?". So I went inside and made my way to the coffee maker to get a cup of coffee while I waited my turn to have my hand held while I looked at a copy of the car for which I had recently put a $2K deposit. Well, in that time the sales guy had ushered the prospective customer into his office - adorned with clear glass walls - and appeared to be playing with Audi's "configurator" on his PC. I waited, and I waited and I waited and he never looked up to acknowledge me, so I marched outside and tried to open the passenger door only to find out it was locked. I optimistically walked to the other side to see if the driver's side door was unlocked only to be thwarted once again. I went back inside, sat on the stool in the lobby with a direct view to my sales guy who never looked up. I shot him a text while sitting there "Dude, I'm outta here. Wish the doors were unlocked." then got in my car and returned to my office. As I was riding the elevator he texted back "Yeah I know. They won't let anyone inside for whatever reason. Launch cars will be here in early January etc and you can drive one then" to which I replied "wish I'd known - wouldn't have wasted my time". He just texted a follow up "Yeah I found out after I texted you".

Again, no big deal on its face. But I'm not sitting in bed eating cookies and watching Dr. Phil all day. I've regularly got people in my ear trying to get me to go places, do things, make decisions and more. Knucklehead knows this and I don't like to get jacked around and have my time wasted. He invited me to the dealership then snubbed me. To make matters worse, I wouldn't have gotten to even stick my head inside the vehicle even if he had made time for me or <gasp> arranged for another salesperson to take care of me. It's not like a special invitation to see Chairman Mao lying in state when you get a call from your car salesman. Mother trucker I'm pissed right now. Apologies for the rant and thanks for reading.

[HyperM3]

Thats not right. We had a promo Q7 here a couple times so far and we were all told to get all our Q7 customers in here to look at the car and go out on a drive(with us, not drive it themselves). Im sorry you had such a crappy experience at your dealership.

[agent47]

Check your PM

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[OmaHahn]

Sounds more like a personnel issue and not a dealer issue! This sales guy knows nothing about sales which is extensively weighted on the "people-skills," side. The other customer could be a walk-in at the last minute - not his fault, but at least acknowledge you came down per his request and then he should just be honest and communicate to you what's going on or what had happened. Idiot!

[Brooklyn]

Are they the only game in town brother?

[VeryBadman]

What amazes me is the way they treated a customer who bought a over $100k car and has $80k car on order.

[HeelBuff]

Sounds more like a personnel issue and not a dealer issue!

In my view there is no daylight between the two. And my wife and I have had similarly frustrating experiences with the service writers, too. The culture is pervasive and in my experience that starts at the top.

[HeelBuff]

I love your posts! It's almost always an English lesson reading them. I feel as though I were back in my literature classes. A few months ago, I drove 25 min. to a dealership to have a look at an RS7 because I was told it was available. I drove it, enjoyed it and was ready to sit down and figure out numbers. As we were sitting there another salesperson walked by and informed us that the car had been sold the night before. What the??

I appreciate your kind words. It can be tough to run a service business - I get that - and I am most forgiving of one-off transgressions.

[HeelBuff]

What amazes me is the way they treated a customer who bought a over $100k car and has $80k car on order.

You'll love this. In fact, I've purchased a $65K 2013 Q7 from this dealership and put a deposit on a 2017 Q7, only. When I decided to order an RS7 in September of 2013 I was told they couldn't help me because they couldn't get me an allocation. I made a quick phone call to a dealership 6 hours away and the problem was solved - ordered a $133K RS7 and took delivery on April fool's day, 2014. First thing I did is drive to my local dealership to rub their noses in it. Now I get 100% of my service done on that car at a local independent shop.

[justcured]

You'll love this. In fact, I've purchased a $65K 2013 Q7 from this dealership and put a deposit on a 2017 Q7, only. When I decided to order an RS7 in September of 2013 I was told they couldn't help me because they couldn't get me an allocation. I made a quick phone call to a dealership 6 hours away and the problem was solved - ordered a $133K RS7 and took delivery on April fool's day, 2014. First thing I did is drive to my local dealership to rub their noses in it. Now I get 100% of my service done on that car at a local independent shop.

Heel, I had a similar experience a long time ago with my (then) local Jaguar dealer. I had just purchased an XJR from them, and three months later inquired about an XKR coupe (the first year Jaguar brought the XKR to the US). "Impossible!" I was told. The dealer told me I would have to place an order for the next year's model and get the car in approximately nine months.

At the time, I was working often in a city 100 miles away. On a lark, I popped into the dealer there one afternoon on the way home. They were accommodating, told me they were expecting an XKR convert for a customer later that week and also invited my wife to come take a peek at that customer's car. We drove down that Friday afternoon, liked the car and asked the dealer to try to find us a black or green coupe. Four days later the salesman called to tell me they had worked a trade with a dealer in New Jersey and that our new car would arrive by truck in a week.

And yes, I also rubbed it in the local dealer's nose. Scheduled all service on both cars for many years when I was traveling to that other city as well.

[HeelBuff]

🏻 nice. We are brothers of vindictiveness.

[Blackstallion]

Don't really have much to add here nor do I own a 6 or 7 but I like to frequently browse this section. I love reading your posts--always crack me up...

[VeryBadman]

I think I'm fortunate that my local dealership is decent in both sale and service departments. However I don't have much luck in my other car since BMW dealerships in my area are pretty bad at sale and I just learned recently that the local BMW dealership left a socket in the engine bay of someone's M3! I start to think really hard if I will want to get the next BMW.

[NEdomer]

The dealership I was referring to had sold me two A6's in 2013. I returned to them last year to purchase an S6 but I eventually ordered from a Texas dealership because of a better trade value for the A6. I ended up ordering the RS7 from their local competitor. I will never deal with them again. I do prefer their service department though. They are mod friendly and I can text my SA with questions or requests.

I'm in the same boat and went down to TX to pick up my S6 because of poor service by the only Audi dealer in this area. He wanted to play chicken and act like he was doing me a favor by trying to sell me a worse car for more money but a quick flight down to Houston and drive back up last year showed the customer is all too willing to walk.

He didn't appreciate when he saw me go in for my service in a better and newer S6 or when I went in to another rep to look at a Q7 for my wife.

[redrocker55]

Sorry about what you had to deal with. I have had very similar issues with a local dealership who sells Audi's, MB's, Infinitis, Jags, Lexus, etc. They sell it all. I have had major problems 15 years ago there with my Infiniti. Last year they were the only dealership in a 300 mile radius that had a MB GL that was close to what we wanted. So I took a chance again...Nope...nothing has changed...they have filled my diesel tank with gasoline (major problems), they have taken 4 days to do a simple software update to the reverse camera, they have taken 2 months to repair a rear bumper, etc. I should have known the day we bought it and the sticker said I bought wheel locks and then had to fight with them for 2 months for them to give them to me.

My recommendation is if you can find another Audi dealership to go to then do that. If the service department has it together and you feel they are taking good care of you then keep buying your cars at other dealers and still get it serviced there if you want.

Hope the Q7 delivery goes smooth for you.

[tonymission]

My problem with all the dealers in town (except the one I do business with) is that no one ever helps me and has no idea I'm a serial Audi buyer. I'm a sneakerhead, wear t shirts and maybe don't fit the typical customer stereotype? I don't know, but salesmen can't be bothered to stop texting at their desk, receptionist doesn't even say anything. I'll wait around for 10 minutes and leave... Even had this happen to me at 11am on a Tuesday looking at their RS7.

I'll take my $165k+ in regular car purchases elsewhere.


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[Ensoniq]

Cancel the deposit and reorder from the guy in the cubicle next to him

[CanuckRS]

So, today I get a text from the senior sales guy from whom I ordered a 2017 Q7 a couple of weeks ago. It says there's a promotional 2017 Q7 on the lot until noon if I wanted to come down and take a look.

In the salesman's defence, he did ONLY say come take a look ;)

[HeelBuff]

In the salesman's defence, he did ONLY say come take a look ;)

Ha. Like Ruth's Chris calling me to come have a sniff.

[etvois]

You'll love this. In fact, I've purchased a $65K 2013 Q7 from this dealership and put a deposit on a 2017 Q7, only. When I decided to order an RS7 in September of 2013 I was told they couldn't help me because they couldn't get me an allocation. I made a quick phone call to a dealership 6 hours away and the problem was solved - ordered a $133K RS7 and took delivery on April fool's day, 2014. First thing I did is drive to my local dealership to rub their noses in it. Now I get 100% of my service done on that car at a local independent shop.

I'm assuming the local dealership is the same one that treats you badly?

[HeelBuff]

That's right. Not exactly badly, just arrogantly.

[AudiA6A5]

Cancel the deposit and reorder from the guy in the cubicle next to him

+1

[arrivalanche]

That's right. Not exactly badly, just arrogantly.

I see no reason to ever support their bad attitudes. I always sit down and talk with a new sales guy before we even talk about what car I want. If they arent selling themselves as someone who I feel good about doing business with long term, I walk. Living in LA I am fortunate to have options on dealerships. Im not sure what I would do if there wasnt another one for hundreds of miles.

[inNout]

Cancel your order. Simple as that.

[DB22]

Locations and attitudes vary widely: I checked a Jag XJ in London and unless you are over 55 wearing a suit then you are automatically considered a non buyer. I went to a Mercedes dealer in Los Angeles and noticed a blonde about 19 was about to order an SL450 but she hesitated and said, "Make that two".

[/dev/null]

I had a similar experience with the local Infiniti dealer many years back. They are known for their arrogance and aloofness (the owner is also a reputed coke-whore, and that adds more speculation - anyway) and while 'attempting' to negotiate they always take the asshole route. Already owning one new Infiniti at the time (that I bought elsewhere - new too) they were trying to shove paint protectant and other crap on me and I naturally resisted. The net was I advised them (while negotiating) I was going to be at a competitive dealet THAT AFTERNOON, and whom I bought the car sitting out front from - but would give them "this shot while my butt is in the chair" chance to sell me a car. Long story short, they wanted to have a contest measuring who had a bigger appendage!

Two weeks later my wife took her brand new FX-35 into their service department for something minor, and the sales-guy happened to catch her there. He ended up getting VERY testy with her regarding the new car as it was EXACTLY the same as whet they attempted to pass on us as a "deal" (except for the stealership "value add-on" they tried to push)... for nearly $5k less! She told him as much when pressed and you could have cut the tension with a knife.

The place is now a Maserati dealership (same owner though - and the ONLY game in town - at least for now

[HeelBuff]

Life is too short to willingly deal with assholes. Sometimes you have to bite the bullet, though.

[GTS21]

Cancel the deposit and reorder from the guy in the cubicle next to him

bingo. and let the asshat know about it.

[HeelBuff]

Today I visited my local dealer for service and once again it was a clusterf>ck. Quick summary: 2013 S5 I bought in December for my son was due for its 45K mile "AudiCare" service. My wife followed me to the dealer to drop off the car (I correctly assumed no loaner for me) and we left with no incident; they said it would take an hour and a half. I got a text a short while later that the car would need front brakes very soon ($1,030) and it needs an alignment ($134.95). They also discovered a nail in the driver's side front tire and said it was too close to the sidewall to repair ($290 for one replacement tire). Before I responded I called my local independent shop/APR dealer and got prices: $360 for front brake job, $75 for alignment. Then I went on Tire Rack and ordered 4 Michelin Pilot Super Sport tires for $765 to be drop shipped to the shop for installation. I texted my dealer back "no thanks, put the tire back on" and went about my business.

After 4 hours I got a text that my vehicle was ready. I grabbed someone from work to ride with me across town to the dealership and then matters became comically bad. Long story short, after waiting 15 minutes to speak to my service advisor to collect my key and my car, he still wouldn't emerge to tell me what was going on. The other service advisor is at his station chatting with me about the weather, my RS7, the Ink Blue Q7 I ordered that's due to arrive in a couple of weeks and everything else under the sun except where the hell my S5 was. My plans today involve more than lying in bed, eating cookies and watching Dr. Phil - I'm a busy person. Finally I grabbed my buddy and told SA #2 I'd send my wife and son to get the car later. At this point my SA emerged and said there had been a mix up and one of their employees had taken my car by mistake to run an errand but that he's "on his way" and that I should wait. I asked if that meant 1 minute or 15 minutes and he said he went just right down the road to a body shop. So we waited another 10 minutes and finally I just got in my RS7 and drove away. 20 minutes later I got a text "Your vehicle is here" and immediately afterward "sorry". There was a lot of excuse making, too, which only further infuriates me. "Oh, he was supposed to take that blue RS5 and not your blue S5 but since they are the same color he got confused". I asked if they tagged customers' keys and he sheepishly said "yes". Then I said that my car is Estoril blue and that RS5 is Sepang blue. On and on with them throwing up a smokescreen, passively aggressively implying "it's not my fault" like a pre-pubescent child. In summary, I'm most pissed about having my time wasted but I'm also pissed about them burning my gas, risking an accident, breathing my air, soiling my seats and steering wheel and then acting like weasels trying to cover it up. I sure wish there was an ownership change of our local dealer so they could clean house and instill a proper service culture. It goes to show how much I like Audi cars because the dealership is staffed with buffoons.

[inNout]

Again,
I don't know why the fuq you keep on giving these assholes your business/time/money. If you go to this establishment again and get burned again, it's on you.
It's called insanity. Repeating the same shit over and over and expecting a different outcome.

Man up and escalate for a real resolution. Or avoid going there.

[HeelBuff]

Thanks for the tough love.

[GTS21]

They took your car to run an "errand"? I'd have gone apesh*t on that point alone.

[Serpent]

HeelBuff, I don't even know where to start....

I'll start with your OP: He called you a "nitwit"? My dealer was happy to let me drive a 17 Q7 when they got one. All I wanted to do was go to chick-fil-a to get lunch while my car was getting washed. Judging by the post you made today you didn't cancel that order and re-order from the sales guy in the next office? WTH MAN!

Now to the service dept issue: Putting aside the cost for breaks/tires etc. They took your car to run errands? and after they told you this you left the dealer to have your wife/son inconvenienced by going back to the dealer again? WTH MAN!

Did you talk to the Service Manager? Sales Manager? GM of the dealership? I would never step foot in a dealership where someone called me a "nitwit" after texting me to come look at a car i've ordered and put money down on!

[agent47]

Dang!! Who takes a customer's car to run errands? Wtf? Like @GTS21 said - should have gone apeshit on them for it. Man you need to go to a different dealership.
@Serpent - you let the dealership wash your car ?

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[name.goes.here]

Never read anything as bad about a dealer before reading this thread. Agree with everyone else: GO ELSEWHERE.

[Serpent]

@Serpent - you let the dealership wash your car ?

Yup, usually once a week. Hand washed.

[GameBreaker]

Sorry to hear about another issue at your dealer. This is why I drive 45minutes out of the city to someone I trust.

[HeelBuff]

I just blistered the shit out of them on Yelp. He didn't call me a nitwit, he just gave me a resting bitch face look that waved me off while he was engaged with a live prospect since I had already ordered and put a deposit on my car. That quotation I used in my OP was for effect. The good news is my sweet wife has a baaaad bitch streak and there is no hill too small for her to fight to the death to save. She reamed their asses for me a short while ago. This is the only Audi dealership within 150 miles so my hands are tied. I'm going to ding the crap out of them on their survey (if they send me one) and I'm going to copy and paste my Yelp review on any other relevant dealer review sites - I'm taking suggestions. Thanks.

[jmeenach]

Yup, usually once a week. Hand washed.

Do you request they not use sand paper? Swirl city, swirl swirl city.

[agent47]

I just blistered the shit out of them on Yelp. He didn't call me a nitwit, he just gave me a resting bitch face look that waved me off while he was engaged with a live prospect since I had already ordered and put a deposit on my car. That quotation I used in my OP was for effect. The good news is my sweet wife has a baaaad bitch streak and there is no hill too small for her to fight to the death to save. She reamed their asses for me a short while ago. This is the only Audi dealership within 150 miles so my hands are tied. I'm going to ding the crap out of them on their survey (if they send me one) and I'm going to copy and paste my Yelp review on any other relevant dealer review sites - I'm taking suggestions. Thanks.

Google reviews, dealer rater.. heck even send emails to AoA hierarchy!

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