Audi Mission Viejo — Local services in Mission Viejo

UPDATE: The service manager pretended to be sympathetic to the situation, gave me his cell number to call/text and we also exchanged emails. WHAT A SCAM! It seems to me that this guy is afraid of the owners and other department heads finding out that his team provides such poor customer care under HIS leadership. Apparently, he cannot handle speaking to or dealing with a knowledgeable, politely persistent woman… because that’s exactly how he came off. I’ll be the first to admit when I’m wrong, but this isn’t one of those times. Completely unprovoked, this manager freaked out and started yelling at me and told me to calm down ( I wasn’t worked up, never raised my voice or was disrespectful). He went on to say that I am not allowed to call there anymore. I sat there on the other end totally confused by this out of control reaction. I recall only two verbal conversations with this man, both per his request. His meltdown was a result of me refusing to accept an oil change in exchange for all the trouble and money lost. I asked about reimbursing my MIL for the car rental. He hung up on me. This guy’s morals are NOT on the same page with being legally or ethically responsible for providing service that’s helpful, knowledgeable or even correct. WHATEVER YOU DO, AVOID AUDI MISSION VIEJO LIKE THE PLAGUE! The service department there is not only incompetent, but shady and ran by a very RUDE man who should be fired!

———————— original review: Very disappointed. My MIL’s car was taken in for an appointment to simply check the reason for the engine light on. Instead, the car was kept for 4 days, she was not given or offered a loaner car. When we went with her to pick it up, she was charged $200 for running the codes. The dealer could care less that she had to rent a car during this time in order to get around to other appointments she had to keep. Audi scammed her And my MIL is out $425… for what??? to be told that she had to fix over $1000 worth of work! We were not followed up with by the manager, as requested when the car was picked up. I had been attempting to get ahold of somebody, only to be met with playing voicemail tag. I was able to get through to speak to someone one time. Nevertheless, the promises that they made for the car were not met and definitely not in the timeframe Audi told any of us.

I am aware of the system outage that was experienced, but to charge an elderly mother ($200) for a diagnosis (that was wrong, by the way) and withholding her car from her with a string of false finish times, thus forcing her to get a rental car ($225)…. that is just plain wrong. It’s inconceivable that Audi doesn’t have the sense to not charge for the bad service, but thought Audi would’ve known better (and was better) than this. I hoped wrong that they’d reimburse my MIL for the rental car expense. This is not including the time and energy I found myself putting in that took away from work and home, all this to chase down audi mechanics via phone calls, THEN relaying the unorganized and unprofessionally handled information to my MIL, who was at that point very confused and concerned. All of this was unnecessary stress and waste of time and money.

The kicker is that we wound up taking the car to a local mechanic who had the A4 fixed, smogged and ready to register in an afternoon and a day….. all for $200 OUT THE DOOR.

We feel ripped off by Audi and cheated when we found out the real problem with the vehicle was fixed for a fraction of what this audi dealer wanted to bill. It wasn’t even the right problem! It was a misdiagnosis by Audi and we want for my MIL to get her money back at...

TL;DR: Had an absolutely abhorrent experience from start to finish. Car left in worse shape than it arrived. A simple recall went from frustrating, to annoying, to ridiculous, to infuriating.

I received a safety recall notice in the mail for my 2001 S4. The recall notice informed the air bag repair was free of charge and included a general inspection. Sounded like great service from Audi and customer care from the initial offer.

I booked an appointment with Audi MV and was informed the module was in stock and that installation would take an hour, perhaps hour and a half. Washed the car. Arrived on time for the appointment and decided to wait in the lobby given expedited walk-in service.

Two hours later and I inquire on the status.... I was then informed the part was actually not in stock and that it would have to be ordered. Can I bill hourly, too?

Had to leave for Sacramento on business so I left the car on-site. Returned the next day and was immediately greeted with an automated text requesting authorization for 3hrs / $840 to complete the air bag system installation. I was informed completing the safety recall was not possible as their tools on-site could not link the new module with the computer. Stock airbag. Stock steering wheel. CA / AZ storage and use my entire ownership.

I refused approval of this gratuitous charge and was informed the car was no longer safe for use and that the airbag might not deploy in an accident. Wow. Such an improvement. So safe now.

Feeling baited, I went to pick up the car and felt the manager could resolve or explicate the issue. The manager was not on-site and was told he would be back soon, and that perhaps I could wait. Fell for that before, so I left the car on-site and departed.

More wait. Approximately an hour later resulted in the "United Healthcare" "pre-existing condition" speech and that I could approve digging into the dash and trial/error testing or depart with the car.

I was blocked in while attempting to leave, inches from another car. Clock/date never reset from battery disconnection. Returned home and attempted to pop the hood to see what else had possibly been meddled with to discover the hood release is now broken. Doesn't open. Great. With a glaring AIRBAG light as a constant reminder of the safety recall.

This was my first and last experience with Audi of Mission Viejo. Retorts from management stated the car's 20 years old with 130k miles which justifies the dealership's erroneous statements, what I perceive as failures, and damage which they state was pre-existing.

I don't trust this dealership. I regret going for the "safety" recall. This is my first experience here. Hope you do not have this...

After recently relocating, I brought my vehicle to Audi Mission Viejo for a service-related malfunction and a recall issue. While my in-person experience was truly outstanding, I want to be transparent about the rocky start I encountered over the phone.

My initial call—likely routed through a call center—was unfortunately a bit of a mess. I was left on hold for over 20 minutes, and when someone finally answered, I had difficulty understanding the representative due to her accent. The communication challenges and long wait left me frustrated and unsure of how to proceed with my vehicle’s issues.

To add to that, I had clearly communicated—multiple times—not to send a driver to pick up my vehicle, as I needed to be on the road to pick up my child from school. Despite this, a driver was sent anyway, which only added to the confusion and inconvenience.

Thankfully, everything changed once I arrived at the dealership. From my call to the dealer to the moment I walked in, the staff treated me like a valued customer. They were warm, professional, and incredibly attentive via direct call to the dealer as well as in person Despite being a new customer at this location, they welcomed me and handled everything with care and urgency.

The service team kept me updated throughout, and made sure I felt completely at ease. Their level of customer service far exceeded my expectations and quickly turned my frustration into trust and appreciation. They meticulously cleaned my vehicle which is a service I did not receive from the previous.

While the phone experience could use improvement, the in-person service more than made up for it. I left feeling confident, respected, and truly taken care of. I will absolutely be returning to this Audi location for all future service needs—and I’d recommend them...