My Review Of Audi Willow Grove:
I would like to share with my experience at Willow Grove Audi in Willow Grove, PA.
> On Saturday November 9, 2013 I was leaving my car for the 15k mile maintenance and the recall for the gas line of the S6. As I was leaving I noticed the RS7 on the showroom floor. I was excited to see the car and highly motivated to trade in my S6 for the new RS7. I stood by the vehicle for over 15 minutes waiting for one of the 5-6 salespeople to acknowledge me (dealer was empty, no other costumers other than myself). One of Willow Grove salesperson (Scott Mayo) walked past me and I expressed my interest in the vehicle. I requested some information and the opportunity to test drive the vehicle. Mr. Mayo simply walked past me and did not take a moment to acknowledge me properly. I continued to pursue him and express my interest in the vehicle. I have never experienced such a condescending and dismissive attitude in a retail environment. Mr. Mayo explained in very briefly that the RS7 is not available for test drives. This comment begs the question, how is one expected to spend $130k on a car without the opportunity to test drive the vehicle? Again his answer was dismissive and condescending as he said "basically with that type of car you do the deal and then you drive it". So at this point I figured, a car like this, is in limited supply so I can appreciate the fact that they do not want every other person taking it for a joy ride.
> I returned to the service department and requested to speak to someone in management. I was introduced to Mr.Larry David, the sales manager for the store. As I begin to explain to Mr.David my experience on his show room floor, he went on to justify the behavior with the following comment "you know every person can have a bad day". As an Audi customer I have come to expect more from the brand. I explained to him that I have not only acquired four Audi's, but my sales person from Audi meadowlands has received approximately thirty referrals from my closest friends in the medical field. He assures me there are well over twenty Audi's sold from his locations to my colleagues and friends. He also explained how over fifty percent of them have upgraded their Audi’s for newer or more expensive models. I shared this information with Mr. David and his response simply floored me "these referrals do nothing for Audi Willow Grove and I could not care less about all these referrals you speak of". Ultimately he explained, and continued to justify the actions of his staff, he explained that no one knows who I am at Willow Grove, and this is why I had such a horrible experience. At this point he is still not aware that I have been driving a $90k Audi S6 for the past 10 months. Mr. David said he had three prospects looking at the car. However he failed to realize that he had a very serious prospect, in myself, ready, willing and able to buy that vehicle for cash on the spot. Many excuses were dished my way, but not once did anyone apologize for the horrific experience.
> It is a shame that experiences such as this one can have such a negative impact on a company such as yours. Word of mouth and customer service goes a long way. I have gone from believing Audi to be a brand for innovators, highly educated, successful professionals such as myself to a brand of condescending, pompous social elitists. I hope you can address this issue promptly, as I am a true fan of the brand, and ardently promote Audi and it's culture.
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Audi Willow GroveAdded:
11/18/2013 11:07:31 AM
We sincerely apologize for any issues that have taken place and the inconvenience it may have caused you regarding your recent purchase at Audi Willow Grove. At Audi Willow Grove, we truly are committed to Customer Satisfaction and are constantly evaluating our process and staff to make them better. Thank you for taking the time to share your concerns. I would like the opportunity to discuss the circumstances at your earliest convenience. Thank you again for the opportunity to earn your business. I look forward to speaking with you.
Ian Jeffery - General Manager