Audi Fremont — Attraction in Fremont

Early September 2024, I took my Audi Q3 here as the check engine light came on. I was made aware that it was just a simple sensor issue. My service advisor Christopher Pitambar told me he’d call me once the sensor came in as it was on back order. I received a call on September 18th from a nice lady named Jane, who stated the sensor had arrived and we scheduled my return appointment for October 29th as that was the soonest date a loaner vehicle would be available. Christopher called me 8 days later, September 26th saying the same thing. I let him know Jane had already scheduled me. I thought it was strange and somewhat neglectful that an Audi employee was not aware that a part had already been delivered to them over a week ago and doesn’t know their customer is already scheduled. Had Jane not called me this would have been extra prolonged, for no good reason. However, I let this incident go as it seemed minor at that time but definitely sparked me to pay attention.October 29th, I came here to get the mentioned sensor replaced. I was provided with a bucket Audi Q3 loaner vehicle, it looked nice but drove like something from the Flinstones. Every single light in the book was on the dash when you turned the car on, the car was shaking obnoxiously when you went over 50mph, literally. I was so uncomfortable that I called the same day to let them know this car needed service, I didn’t feel safe driving it etc. I returned to Audi a few days later to pick up my vehicle but on my way there I let them know I would not be putting gas in this car as I simply just want to return it considering how badly the vehicle operated. I was told it was fine; they apologized for the inconvenience. Upon arrival, I was greeted by a sleezy salesperson named Adil who I reiterated the same information to regarding the vehicle, Adil stated they would take care of the gas, not to worry about it. I told the same thing to my service advisor, Amr Elhodaiby. Amr assured me not to worry, they would take care of the gas, I wouldn’t be charged. I left Audi, a few hours later I got an alert from my card stating Audi had charged me for gas, Lol. I was irritated, obviously because why is it that the staff can’t seem to communicate with one another? How difficult is it to make sure you relay a message to the appropriate people? How hard is it to be on the same page? Obviously, it is extremely hard here. I of course called Amr and stated that I was still charged for the gas. He said he would have them return my money and the next time I came to Audi they would fill up my tank for the inconveniences, he stated he put some notes in the system regarding my gas being filled up. The money was returned a few days later. November 20th, I took my car back for an oil change, already super hesitant because these people have irked my nerves with how they operate but I genuinely try to be understanding. I already put it in my mind any other discrepancies, I’m done. This time I had a service advisor named Rosio Lazaro who didn’t smile once, she gave off this hater energy for whatever reason but again, I ignored it because I just wanted my car to have new oil. I dropped my car off and went to work, planning to pick the vehicle up once I got off work. I called Rosio when I was on my way advising the conversation Amr and I had regarding my gas tank being filled up. I mentioned there should be a note in the system. This lady said he’s with a customer so you can ask him once you get here as there’s no note. I said no, I don’t wat to ask him, I want to get in my car and go. She then well we don’t even do that, insinuating I was lying about it. I then said I’ll deal with it once I get there and hung up. Magically, she starts texting me saying Amr will attempt to fill up my gas tank as they were short staffed drivers, I didn’t respond because at this point I’m beyond annoyed with these people. How dare you insinuate I just made that up and how hard is it to confirm with him?!!? He’s 3 desks away from her like come on here. * REST OF REVIEW ON YELP! DO...

Thank You Kimberlee for your response.  I do appreciate that you are taking the time to respond to the customer's feedback. Just wanted to provide an update of my situation since my previous review... BTW, my name is Jonathan Wong.  Hopefully you will be able to locate me in the profile. So, I did finally get a response a few weeks back from the Finance Manager regarding my inquiry for my refund request.  I was told that the employee who originally filled out the request used an incorrect form (even though the copy of the form that I retained clearly stated the request to cancel and refund the service package that I have bought).  And I was also told that this employee who filled out the incorrect form is no longer working for Audi Fremont.  So the Finance Manager helped me re-submitted the request with the correct form this time.  However, I was told by the Finance Manager that given how long this has been since the original request, he felt doubtful that this request would be accepted.  After hearing that, I cannot help but feel disappointed and frustrated to even imagine that an Audi employee who filled out an incorrect form and left the customer waiting for 6+ months, and is eventually going to prevent the customer from getting the request for a cancellation and refund.  This just sounds like a very questionable business practice. But once again, I will continue to wait patiently and see what the outcome would be.

Original post: I purchased a used 2021 Audi from here about 6 months ago.  The purchasing experience was excellent.  Sales representative was informative and took the time to explain the details about the vehicle I was interested in purchasing, the staff was helpful in helping me address the different questions that I had.  However, things went from good to bad really quickly as soon as I have committed the purchase.  During the purchase, I was given an incorrect quote for the extended warranty.  I was promised that I would have the option to cancel the extended warranty within 30 days of purchase for a full refund so I figured to give it a shot since my experience with this place up to this point was great so far.  As soon as I got home, as I got a chance to review the papers, I realized the extended warranty price was much higher than I was told.  So I tried to contact Audi Fremont through phone and email, but did not get any response.  Instead I had to drive down to Audi Fremont to see the Finance person who sold me the extended warranty.  Then he submitted the request to cancel the extended warranty and indicated that it would take 6-10 weeks before I get a refund.  I've then patiently waited for 4 months and still didn't receive any refund check or updates.  So I went back to Audi Fremont again and met with the Finance manager to follow up.  He has submitted another inquiry for me, but since then, no updates.  I tried calling and emailing him, no response... And so now it's about 6 months into my purchase, and I still have not received my refund.  I don't want to keep driving an hour to the dealership only to get no real answers for my inquiry.  This post-purchase experience that I am getting is quite frustrating, and I can't say I have experienced anything similar to this from any other dealership I have purchased from.  It almost feels like I have run into some kind of scam.  While I very much enjoy the Audi that I have purchased so far, I am not sure if I would return to this dealership nor would I recommend anyone who's looking to purchase an Audi to...

Before you disregard as another angry customer 1-star review, please read. ESPECIALLY IF YOU ARE TRAVELING ANY DISTANCE TO LOOK AT/BUY A VEHICLE THAT YOU SAW PHOTOS OF ON THEIR WEBSITE:

I live in Reno, and found what I thought to be a great opportunity to buy a used Certified Pre-Owned SQ5. The photos looked great, the mileage and price were all in line with what I was looking for. The gentleman I was working with would not be there the day I planned to arrive, and he said I should work with Samantha. I coordinated to drive out on Sunday, which is a 3.5 hour trip for me each way. Upon arriving, Samantha then pawned me off to her associate who did all the work for her. She hardly said anything to me, and wasn’t super helpful. The car was not up to my idea of a CPO Audi vehicle. All 4 rims had damage, apparently from curbs. The front right had half the outside of the rim damaged and yellow. The windshield had a chip in it, right where the heads-up display was, which made it more noticeable and annoying. The front seats had wear on the outsides, which seemed hard to do to me, unless maybe the previous owners had back support pieces that pinched into the leather?

In any case, I wasn’t thrilled. I drove the car, and upon getting back, the associate asked how it was, I told him my issues, and he went to fetch Samantha. Samantha then told me that there was nothing they could do to accommodate me, and that I should call Ross, the original salesman I spoke with. Why she couldn’t call her own partner, and wanted me to, I don’t know. Seemed very unprofessional and like she wasn’t the slightest bit interested in selling me a car or helping me. I asked her if she really was going to let me leave and drive 3.5 hours back without a car, and she seemed to not care less. Really?

I had left Ross a message and went to get lunch, Ross called me back stating that the rims weren’t an issue as they could have been fixed without me even noticing for the cost of only $60 a rim. Then why not do that before I arrived? $240 dollars cost you a sale of a 45k car? He also said the windshield was no big deal because that could have happened to me on the way home also. Really? Well, it didn’t. It happened before I came to look at the car.

Another example of an associate not seeing to realize my frustration and concern with the car’s shape. Whether he thinks it’s a big deal or not doesn’t matter. He’s in sales, and if it matters to me, the potential client, it should matter to him.

Long story, short- I left without a new car, and drive the 3.5 hours back frustrated, and upset. I wish they had taken the time to actually listen to my concerns, and I might have been a customer long-term. Had they taken care of the rim issue before I got there, I may have left with a car. Had they replaced the windshield, same thing.

Audi Fremont was lacking in customer service as much as they were in representing the vehicle they were selling accurately. I wasted 7 hours of my weekend, and put 500 miles on my car that I am trying to sell for that. Would not recommend to anyone that has any sort of a drive, or wants to look at a vehicle that looks like the ones they are seeing in...