Audi Nyack — Local services in Town of Clarkstown

i am not one to leave bad reviews but this has left me no choice. i used to bring my car here for regular service but i absolutely will not be doing that anymore.

in December 2023 (12/27 to be exact), my fiancé brought our car in as the low tire pressure light was on and i wanted a diagnosis. For this appointment on 12/27, i chose to use a loaner vehicle as it was available. my fiancé drops the car, takes the loaner home (about a 15 min drive, we live 6.2 miles from the dealership). No more than two hours later i received an update text and diagnosis of why the light is on, has to do with the ABS system and audi recommended replacing the module. due to the quote being over $5k worth of work, we declined and my fiancé left, picked up our own car, returned the loaner, and came home. the entire time could not have been more than 2-3 hours

following the appointment and return of the loaner to audi, i received a receipt via text that the charge for the loaner was $24. i was surprised, as i thought loaners were a courtesy and free of charge (aside from tolls or gas?) but ultimately just brushed it off as it was only $24. my fiancé dropped the loaner off, otherwise i would’ve asked about the charge at the time if i brought it myself

here we are over 2 months later and i receive a text from audi on March 4th 2024 saying “here’s your updated receipt”. confused, as we had not been back to audi since 12/27/2023, i open it and look to see an astronomical charge of $4,421 for a rental car for 68 days. clearly, the loaner car was never checked back in properly when my fiancé dropped it off. that said, the receipt showed there was a credit of $4,421 and the only charge would be $24 for 6 gallons of gas. not sure why there was 6 gallons of gas charged, as stated earlier we only drove the car 12.4 miles total, 6.2 home from the dealer and 6.2 back to it. although this all confused me, it seemed like audi had realized the mistake. i was never charged the $4,421. i actually was also never charged the $24.

thinking it had all resolved itself, until i see a charge of $515 come through on our credit card on 3/15/2024. i immediately called audi and explained the situation and that this seems to be an error on their end with checking the loaner back in. i spoke to a woman in the service dept who assured me the charge would be credited back in a few business days. i wait, credit never comes

i call back again several days later on 3/22/24, im transferred to an answering machine so i left a message again explaining the situation and that this charge is incorrect. i never received a call back

i call again a few days later (3/26/24) speak to a man in the service department who again, ensures me the charge would be credited to my card in 2-3 business days. yet again, the credit never came

thinking i had no other option, i resorted to disputing the charge with my credit card company. i submitted the “updated” receipt showing the only charge should be $24 to the credit card and waited. today i received an update that audi countered my dispute and claims the charges of $515 are correct. mind you, i have no receipts anywhere that show $515 should be charged at all. the receipt i do have, is absolutely neither my own or my finances signature either. also, the link audi sent to the updated receipt i do have now mysteriously doesn’t work anymore. luckily i have it saved as a pdf to my phone

so here we are, now out $515 dollars for a loaner car that we had for TWO HOURS. multiple calls and multiple reassurances from audi that it would be refunded, only for them to dispute my dispute after i tried three times to remedy the situation with them before going to the credit card company.

i will continue to fight this charge as it is absolutely incorrect. but wanted to give fair warning to others to avoid this place unless you want your money stolen

i have also had several not great car service experiences with this place, but as i said im not one to leave bad reviews.

just shady practices going on all...

I'm from NJ and drove over an hour to go to this Audi dealership. I faught with 3 other dealerships and Audi of America for over 2 years and got nowhere. Palisades Audi changed all of this. From the minute I entered the service department I was treated with respect and they showed a genuine concern for the problems I was experiencing with my car. They were eager to diagnose the issues and provide the service that anyone would expect from the brand. The service I shouldve gotten from all of the other Audi dealerships and Audi of America. A special thanks to Jason Nix, Brian Thiel, and the shop foreman (Ralph?)! The foreman drove with me so that I could explain a bucking/hesitating feeling which I believed to be originating from the engine. He asked questions to determine exactly when it occurred and what actions reproduced the issue. He listened!!! Every step of the way, I received updates from Brian who was patient and detailed. He answered everything I asked and really knew what he was talking about. They ended up having the car for about a month and I never got frustrated or annoyed because I knew what was happenning and why. Once the car was fixed (the engine actually needed to be replaced), Brian continued to stay in contact to ensure that the car was operating as it should. This is the first time I received a follow up call from a dealership after repairs were complete. I will absolutely be returning to Palisades Audi, regardless of how far away it is; I wouldn't bring my car anywhere else! Thank you, thank you, thank you!!!!

Background: I started feeling this bucking from the engine shortly after purchasing my car. I brought it to multiple dealerships who didn't listen. Most times, they couldn't reproduce the issue because they didn't drive the car under the conditions I explained to them. I got Audi of America involved and even sent a certified letter to Scott Keogh, President of Audi of America (which got me nowhere). Eventually, they flew a specialist out to evaluate my car (the highest level of escalation that Audi has for these type of issues). He determined that I needed 2 new wheels and tires. I knew this wasn't the cause of the bucking but they closed my case. SOMETHING IS WRONG WITH MY CAR! No one would listen! I felt stuck; I had already gone up the chain as far as I could go and I had no energy left to fight with them. So, I took some time away and drove my sick car, hating it, every... single... day! Angry that I paid all of this money for something that wasn't operating how it should. Pissed off that no one would take the time to look into the problems I was experiencing. And disappointed in a company that prides itself on service excellence. I finally made another appointment and to no surprise, got the same results: they couldn't reproduce the issue, the computer isn't throwing any codes, the car is fine. Then, I got a referral to Palisades Audi. One last appointment that changed everything! Because THEY LISTENED! They felt what I felt because they followed my instructions on when and how it happens. They took the time to investigate the problem and troubleshoot accordingly. I received updated, informative phone calls throughout the entire process. The end result: engine replaced and one extremely happy (and now loyal) customer! Over two years, 4 dealerships, 20,000 miles, countless phone calls and appointments, a specialist, 2 states and a lot of yelling and tears.... The weight has been lifted and it feels amazing! I can breathe a HUGE sigh of relief. I kept fighting and it's a good thing I did! And it's a good thing that SOMEONE...

Amazing dealership...both sales and service.

Bought a used car from them that was of a certain rarity in its specific trim and package(s). About 10 minutes after calling to inquire about the car (which they had very recently received on the lot), the brand specialist (Kristian, who is the best, btw) called me back to tell me there was another person interested in the car and wasn't wasting any time to get in and snatch it. Sales tactics...yea maybe, but to be honest there was nothing for him to gain from doing that. The car was already priced well below similar models with higher mileage, and all he was doing was giving me first dibs since I called first, and all it took was a refundable deposit. The rest of the sales process went smooth, they were extremely transparent, showed me all the service and maintenance work done by them, which was pretty extensive...as in saving me a bunch of $ in repairs that another dealer might have just covered up until the sale was done.

Fast forward 3 months...this car is completely out of warranty. I notice signs of an issue that COULD MAYBE be linked to one of the repairs they made before turning the car over to me. Audi Service carries a 12 month, 12,000 mile warranty on their parts and labor. Before having it repaired on my own, I decided to just take a shot and see if the dealer service thinks it could be covered by them.

I didn't know who to contact to I sent an email to the sales person/brand specialist I mentioned above. He had contacted me a few times since I bought the car to make sure I was satisfied, etc, so I figured he might remember me and possible refer me to the right service advisor. He was on vacation but still took the time to respond, apologize for the problem with the car and have a sales advisor call me to discuss.

Service advisor calls me, and I describe what's going on. He says if it's a problem with the part they replaced, any Audi service dept can determine that and fix it under the parts/labor warranty - again, my car is completely out of manufacturer warranty. But he offers an alternative...now I live about 2 hours from them, but he says if I can get the car to them, they are more likely able to offer more assistance than another dealer who doesn't know me. He said the issue I'm describing could be related to a number of parts, not necessarily the one they replaced, but that if his people were to perform the work, the outcome might be a bit more favorable. I don't recall the name of the SA who called me, but Mike took care of me once the car was at the dealer...it may have been him who called as well.

This is far from a short review, but to try to wrap it up quickly...it ended up being a completely different part that had failed. Audi Nyack was under no obligation whatsoever to warranty that failed part. Yet they replaced the part with a new one and performed all labor at no charge to me. I know the work involved with replacing this part and it's not quick and easy. Now, they explained that this was a one-time kind of deal. They absolutely went above and beyond, but they did it as a goodwill gesture. Obviously they can't go performing free work over and over again out of their goodness, so please don't expect the exact same to apply to your situation. In this specific case, the situation and conditions allowed them to do something extremely generous and I am lucky to have found their dealership and service dept. I will do business exclusively with Audi Nyack even though I have a dealership 15 minutes from my house.

Many thanks to the entire staff and crew at Audi Nyack and of course the...