My Review Of Flemington Volkswagen Porsche Audi:
I never post feedback, but had to take the time to share this....
I recently purchased a 2007 Audi from Flemington Audi in New Jersey. This was hands down the best car buying experience I have had and this would represent my 6th vehicle purchase over the years. And, it certainly redeemed my faith in Audi, particularly given the incredibly poor experience I had at Willow Grove Audi, PA the same day (I will share more about this later in my review).
I had called the dealership to confirm that the car was still available for purchase. I was referred to Tony, who is phenomenal. As with all car buying experiences (at least for me), you never know whether you're going to get someone pushy and/or someone who is unknowledgeable about the brand. We scheduled an appointment, easy enough. When I arrived Tony welcomed me and shared that he had tried to reach me to let me know that the car was in the process of going through it's multipoint inspection. Therefore, it was not available for a test drive (and yes, I had missed call, so not Tony's fault). I was a bit disappointed, but Tony offered to show me the car even though it was in the garage. Back in business! He took me back to the shop with great care in navigating the work area. The car was certainly in great shape and I did notice a little bit off body dings and small eyesore above the wheel on the front driver's side. This was not a surprise given the year of the vehicle. Tony asked if I was still interested and I agreed it was worth a test drive later in the day. In the meantime, he had the team appraise my trade-in. I was sad to let my F150 go, but was looking forward to an all-wheel drive sedan. My truck was a '97, so had seen quite a bit of wear and tear over the years. The team was still very complementary and were sensitive to my attachment to it.
I came back a few hours later and we took it for a spin. It definitely confirmed I was an Audi girl. Nice sporty, smooth, luxurious ride compared to the BMW and Mercedes. Don't get me wrong, loved the Beamer, but the steering and handle had less suspension than I prefer. Couldn't feel the bumps with Audi. Tony was incredibly patient and clearly knowledgeable about the brand. I shared that I really liked it, however I couldn't get over the dings and driver side ripple on the body above the tire. However, the mileage was incredible. He understood that while it was a used car, it was a new car to me. Very important selling point for me as I only purchase used cars.
When we got back, Tony checked with the team about my expressed concerns. I knew it was a stretch, given the placement of the ripple (the whole panel would have had to be redone). Tony came back with surprisingly great news. He shared that they would take care of the cosmetic issues and offer me a fair price for my trade-in. There would be no negotiation on the sales price. I appreciated that he was direct and to the point. I told him we had a deal. I also liked the fact that we didn't get into a haggling game and the process took less than an hour and a half from test drive to signing on the line. This is something I would expect from a luxury dealership. On top of that, I had asked Tony if we could get the hitch off the truck as my partner's father had put it on for me (it was definitely stuck!). It was incredibly cold out and Tony took a first pass with no success. I told him not to go out of his way if it was not possible. Wouldn't you know, he had it ready for me after I had signed the papers with Jon Bud, which by the way, I think almost every person in the dealership stopped by to say hi or offer me something to drink. So, while it was a used car, you really get the sense of pride in the Audi brand from this team.
I would highly recommend, Tony. He is a great brand ambassador and knows his stuff. Most importantly, I didn't feel like I was buying a car it wasn't a stressful experience. Really helps when people can behave as humans and customize solutions based on individual needs.
This leads me to the experience I had at Willow Grove Audi, PA earlier that day and why Flemington Audi restored my faith in wanting to associate myself with the brand. When I arrived, Mike in service (the only positive exchange there) walked me over to Mike in sales (who had said he was the only Mike at the dealership. How do you not know your own colleagues?...first strike). He then passed me off to Rick in sales. So, after several minutes, Rick waives me over. Less than a minute and we enter an exchange I am thinking this has to be an outlandish joke!
Rick asks me wear I am from.
Me: "Looking at my driver's license, you can see I am from New Jersey."
Rick: "No, wear are you FROM?"
Me: "A small town in PA."
Rick: "You definitely do not look like you are from around here."
Rick: "Your English is excellent...way better than mine."
Rick: "I have had clients like you and I can barely understand them and ask them to slow down. Especially the women, who's accents are stronger."
So, you get the idea... I am kicking myself for even taking the test drive (I wanted to give him the benefit of the doubt) as the car had bird droppings all over it and it clearly was not cleaned. Hoping they don't charge extra for that. The plus was that it handled well. When we got back, Rick proceeded to tell me that my truck was in rough shape. I took a pause and said, "I can't do this." I asked for the keys to my truck and left. This horrible, disrespectful experience was not going to yield any business from me. I began to rethink whether Audi was for me and thought about canceling with Tony at Flemington. Sooo glad I didn't.
Tony and team exemplified what any type of customer experience should be. Incredibly professional and respectful. It's rare to get exceptional customer service these days. If you are in the market for a new or used car...call Tony at Flemington Audi. He will steer (no pun intended) you in the right direction.
By the way, this is my first ever post, so sorry if it turned into an op-Ed.
P.S. I did share my feedback with Rick with the hopes he won't do that to future customers again. He said he would keep it in mind. I can only imagine how many potential clients they have lossed. They need some serious sensitivity training.
Go Team Flemington, Audi!!
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