So I have been a long term Audi / VAG owner. My 3rd vehicle was an Audi TT, my 4th another TT, my 5th a Touareg, and now an Audi S4.
And let's face it, if you own a newer vehicle you have to deal with a dealership in most cases. In the past I found that no matter where I purchased a vehicle, the dealer didn't penalize me for it (withholding a service loaner) (talking down to me, telling me that since I didn't buy the vehicle there, they owed me nothing). The fact I supported the brand, the fact that I bought my vehicle to their dealership for their inflated service rates (i.e. 150 a service hour) and the fact I sent people to their dealership was enough for them to be loyal to me. This all sounds good but this is not the way it is now, at least with @Audi @AudiOrlando.
Over the last year I have had to take my vehicle to Audi North Orlando (Sanford, FL) for service for various issues. Catalytic converter that went bad, exhaust fumes in the car, clunking noise in the transmission, clunking noise from the left front, blower motor, wheel bearing, etc... A lot of these issues I actually was able to tell them exactly what they were only for them to tell me I was wrong, later to be confirmed by the tech that I was right.
For three days they told me my wheel bearing issue was a worn tire. The tech, the service advisor, the shop foreman all told me that I WAS WRONG. Come to find out, I was right. Then we had the issue of the Catalytic converter in which was producing fumes into my vehicle to the point I was unable to drive. They fixed the CAT but I still had the fumes. I was told I was wrong and that I just wanted them to fix the other CAT. Ugh no, I am getting dizzy when I drive so there is an issue. Come to find out the tech at Audi North Orlando (Sanford), didn't put a piece on - however even this has not stopped the problem 100%. I STILL have fumes coming in my vehicle, albeit not as strong.
Now, issues with the transmission (clunking noise) have not been fixed in three separate visits. An issue with the left front popping noise has yet to be resolved. The service advisor had driven with me and confirmed this noise yet I was told by the dealer that they "THOUGHT" that they fixed it. Are you f-ing kidding me? You "THOUGHT YOU FIXED IT?". How about being confident and saying that you did because you did your job and test drove it, looked over it completely? Not at Audi North Orlando! Oh no! Not there... They go by "They THINK they fixed it".
Now you would think we were completely done with this entire situation right? Nope! Now here is the kicker!
On prior visits to this dealership I was given a loaner vehicle. This, because I was told that this is what Audi did for their customers. This is also one of the reasons I had purchased an Audi. I believed that VAG VolkswagenGroup Audi AudiNorth #AudiNorthOrlando would do right by their customers. This all came to a halt when I dealt with this self proclaimed "Professional" at Audi named Michael Frasco [email protected]. This is their service director? Don't get service director confused with Customer Service because Mr. Frasco will have none of that. He told me flat out that him and his dealership have no allegiance to me or any customer that doesn't buy a vehicle there and he owes me nothing. This, after his dealership failed to repair my car on 2 issues through 3 separate visits. So we are crystal clear here, I had 2 issues that I brought in 3 times and never were repaired and they wanted me to pay for my loaner. It wasn't until a sales professional there told them that I had been actually looking to purchase another S4 or A8 from them that they took a stance of "maybe" they will take care of the loaner if they find a problem in my car. This is a bunch of horse shit! Why would I want to drop my car off again so they could then be vengeful!
So there are two parts here 1. They owe YOU the CUSTOMER nothing unless you purchase from them. What is funny though is he changed his story twice, the first time was that they didn't give loaners to vehicles under 2013 model year. Then he came out with the "I didn't purchase from them, therefore he owes me nothing". 2. They do not back their service department's commitment to SERVICE. By this I mean, they refused to repair the vehicle that my extended service plan company paid to diagnose. So, my vehicle still doesn't work properly due to their poor ability to diag a vehicle correctly.
In all fairness I reached out again before taking to twitter where I had over 3000 hits, likes, retweets on the way my self and other customers have been treated. All of a sudden they stated they wanted to take a look at the vehicle again but I was a child for tweeting the failures in their service. If pointing out the negligence and incompetence is childish, then so be it.
Now, one of the services offered by Audi when you take your vehicle in - is a multi point inspection. To inspect belts, etc.. apparently IMO this wasn't done or something else happened to the belt. The serpentine belt snapped and rendered the vehicles electrical system useless. Do the math and draw your own conclusions.
When I arrived at Audi I was told I would be able to get a loaner on Friday since they did not have any today. I understand being out of them but what I noticed is a sort of bait and switch. When I spoke with Carlos he advised me that yes I would have a loaner. When I spoke with Ron, he told me that they would need to look cost of repairs. NO ONE knows what the other is doing. This is the most unprofessional way to do business and shows there are no ethics... It's not just Audi, FieldsBMW FieldsBmw is doing the exact same thing. Mercedes advised me they give loaners to folks coming in regardless of their purchase place.
Being extremely pissed off today because the brand's "executive team" doesn't respond to emails and nor does AudiOfAmerica AOA I decided to call around to see who has the best CPO program and loaner program.
It would seem that LEXUS, Volvo, Porsche lead in this department. Lexus of Orlando laughed at Audi's piss poor service predicament. And advised me flat out that Lexus can't guarantee what kind of Lexus loaner I would get when I brought it in for service that was over (3 1/2 hours in duration). The gentleman did tell me that I would have a loaner however. And then noted that there was no way they would leave someone stranded without a vehicle that needed service. Then advised me that if the service was under that time frame that they would transport me to and from the dealership.
THIS is how you do service... I am by far an Audi fan but it looks like I maybe switching brands. Audi and VAG have turned their back on their customers and have turned a blind eye to the dealerships that are doing business with their name and 4 rings splattered atop the refurbished dealerships. In a time that Volkswagen has wrongfully altered software configuration's in diesel vehicles and pissed off customers you would think they would want to hold on to their remaining base that loves their vehicles. Apparently they have so many people wanting their cars that their long term owners are disposable.
While no one will give a damn, this all needed to be said.
Good day!