Audi San Diego — Attraction in San Diego

I brought my A7 in on 5/15 for an instrument cluster recall and alignment. They didn’t look at the car until 5/20.

They didn’t look at the car until 5/20. On 5/21, my service advisor George told me they found some additional things they recommended I go through my extended warranty to get done.

I said that is fine. On 5/21, I get a text from George saying he needs my authorization for the transmission diagnostic. He didn’t say anything about a cost to me. So, I texted back do I have to pay it? He said, yes, it is $269 if the warranty company does not approve the service. I thought it was poor communication and poor customer service to ask for an authorization without him discussing a cost to me, but I didn’t say anything.

On 6/5, I received a text from George that he received authorization from the warranty company for all repairs. I will only owe for the alignment and $100 warranty deductible.

I was then told they ordered the parts and my car would be ready the beginning of the next week.

I did not hear from George, so, I text him the end of day on Monday the next week and asked about the status of completion of the work.

He replied, the parts are on order and it could take 5-7 days. I texted back “what parts specifically are you waiting on”?

He replied, “the car is down for parts right now”. I replied, “I do not understand what that means, can you call me. You said my car would be ready the beginning of the week now you are saying 5-7 days from now.”

He called me sounding bothered, frustrated, short, annoyed, condescending and with an attitude. He stated “It will take 7 days or longer before the part for the engine mount is in. All other parts are in. Also, it is your warranty company who took so long in the first place approving it. Other warranty companies do not take that long. “

I told him I understood that part was out of your control. But, you all have now had my car for almost a month.

On 6/10, I get a random text from George, saying “I am not sure if you want to fight it but your warranty company is not covering the transmission fluid. You owe $170.

I was so worn out and tired of dealing with him and his attitude and poor communication. I just said fine. I told him, you have had my car almost a month. I do not want to wait for a part that you have no idea when it will come in, so do not fix that repair and finish everything else.

He replied, okay, but, I will have to put your car back in the que and there also might be a charge associated with that part. I escalated to his manager, Ray.

At that point I had it. I escalated to Ray, the service manager. I advised him of all the history and how I was just appalled at the level of treatment I received from George.

Ray responded “I am reading through your text history with George right now and do not know what to say. I apologize all this happen and will speak to George about it. We will definitely not charge you a restocking fee for a part that we don’t know when is coming in.”

I will be continuing the story of this experience in another post due to Character limits. But, it actually gets even...

Okay……so I planned this oil change/service more than a month in advance because I knew that they were going to give me a rental car. I also had personal things happening in my life and the service on the car could wait. Upon arriving to my “scheduled appointment” I was told to wait for my assigned service representative Gustavo. I patiently waited and he was very nice and to the point. He got the paperwork filled out quickly and on my way to get the rental car with the next service specialist. This guy was rather bland but whatever…I did mention to him that I was wanting to know if they had any Q4s or similar available because I am looking at my options for a new car. He was abrupt in telling me that they only had an A3 and my choices were black or white. He drove the car over to me in the service area and the first thing I noticed was how dirty the car was. I was in a rush to get to work and figured it was something minor but on second thought I’ve received better service at smaller dealerships. So I contacted Gustavo explained the dirty car situation and also not being happy in a significantly lower model car and if I could exchange. He mentioned that it was wrong for them to send me off in a dirty car and that he would work on exchanging me. I still felt like there was a lack in customer service so I asked to speak to a supervisor. The supervisor (don’t remember his name) spoke to me and said that they don’t hold cars even though they are anticipating appointments for those clients needing rentals. That also did not make sense to me. I didn’t like his attitude and how he basically said there was nothing he could do for me and nor did he apologize. I called back to speak with his supervisor and this is where things went WAY OFF!!! This Shannon guy listened to me but told me he was doing the best he could to accommodate me. I explained that I wasn’t asking for freebies but I did want compensation. He asked how he could further help me and I did say “I don’t know a credit of some sort? An oil change” so maybe I was looking for a freebie but honestly it was the principle. He stated that he did not feel their mistake was $300 worthy, he said he would do $100, I said okay. Then he has the audacity to say the following “this is out of the ordinary because most of our customers don’t ask for handouts or discounts because money isn’t an issue for them.” I about lost my mind!!! My financial situation has absolutely nothing to do with how I was being treated!!! And he was extremely unprofessional for even saying anything that has to do with anyone’s financial situation!!! I’m driving an Audi A6, making the payments and can afford to service my car!!! What I don’t need is you to compare me to anyone else and say that “normal clients or most clients don’t ask for free stuff. Well guess what times have changed and I felt an injustice and yes a credit of any sort felt justified!!! I’ve attached the proof that they asked me for regarding the car...

This is Guss R with the A7 continuing my google review. I was not able to get another "write a review option" to continue. So, there are two reviews.

If you read this one first, please look for the other today under Guss R. Greg C is my spouse..

George's , Supervisor, Ray advised he will get back with me by late morning of the next day on a status of when my car will be ready. But, it should be by the end of the week Friday (6/13). I also asked Ray about the transmission fluid charge. I was told by George that the warranty company covered everything then get a random text days later saying I owe something different. He said, he would take care of that as well.

I did not receive a call back from Ray by mid morning. I called Ray the end of that day and he advised the car would be ready on 6/13 (Fri). He apologized for not calling when he had said he would.

On my way to pick up the car I received a text invoice due for $5,411.27. I called Ray immediately, he advised “disregard that amount it has not been adjusted and you only owe $100 for the warranty deductible. He apologized.

I picked up my car and was presented with a bill for $5,411.27. I told the person, please go talk to Ray. I was told I owe $100.

She came back with the invoice and that amount was lined through and below it was written $100. I gave her my credit card and left.

On 6/13, I called Ray and told him there was a charge on my credit card $5,411.27. He apologize and did not know how that happen. He sent me a text on 6/13, advising the full amount is being reversed now. He apologized.

The pending credit for the full amount back to my credit card was showing, then it dropped off. I called my bank this morning and was advised they do not show a refund was issued. The only way they know of what could have happen is that Audi reversed the refund.

I caution any customers who are going into this dealership for sales or service, be vigilant and aware. I don’t believe this is a one off. This type of unprofessionalism, ineptitude, incompetence and poor customer service is simmering underneath the surface of this Audi location.

I just purchased a 2025 e-tron GT from an out of state Audi Dealership and had it shipped to me here this weekend. There are no other Audi locations near me that service this area. I will and you should too demand the service you pay for and deserve and do not accept nothing less. On their website it says “Our associates are dedicated to delivering optimal customer service.” I would highly disagree with that, but, I will hold them to it and demand it.

I have experienced a systemic failure from service advisor, management, and the accounting department. This is still ongoing as I called Ray this morning who is “out of the office” for two weeks. I left a message for his manager, Shannon Bain. I will be escalating this history and still ongoing experience to Eric Tracy, General Manager and to Audi corporate...