Key Buick Audi & Hyundai

Reason for Visit: Service

I recommend this dealer: No

My Review of Key Buick Audi & Hyundai:
PART 1 of 3:<br>This is a very long, detailed account of my experience, but is worth the read... I've been a customer w/ the service department for 5 yrs. In the beginning, the staff seemed friendly and helpful, and I was under the impression that I was regarded as a valued (even preferred) customer based on their treatment. I've learned, in time, that loyalty means nothing&#8212;esp. if you're not covered under warranty. Apart from misdiagnosing mechanical problems on multiple occasions, which then required multiple visits and repairs, my discontent really began w/ scheduling/timing issues. I would call to request scheduled maintenance at their earliest convenience (not even demanding a specific time/day). They let me know when and added me to the schedule (many times on days that were 'slow'), and I would drop my car off in the morning. Scheduled maintenance is usually 1-3 hrs, but my car was NEVER (no exaggeration) ready until close of business. This was merely disrespectful of my time, and I felt they took advantage of my casual, friendly attitude. Needless to say, this began to wear on my nerves. (CONTINUED)

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Reason for Visit: Service

I recommend this dealer: No

My Review of Key Buick Audi & Hyundai:
PART 2 of 3:<br>Another incident involved replacing my fuel sensor&#8212;a part that has actually been replaced on my car 6 times! Clearly a part defect of some kind, I certainly didn't blame the dealership. After experiencing the same issue many times, I knew how to identify the symptoms (fuel gauge would fluctuate rapidly, increasing/decreasing, or would read empty even after filling up). So, as usual, I called to request an appointment (again, at their earliest convenience), and even informed DJ which part I would be needing (they were certainly very familiar w/ the part and my ongoing issue). I gave him a heads up to be sure they would have it in stock or to go ahead and order it, so it would be there when I brought my car in. Again, dropped off the car in the morning on my way to work. I call in the afternoon to see if it's ready yet, but they still hadn't gotten to it. At the end of the day, he calls to tell me they don't have the part in stock. I was furious. To make matters worse, he tells me to bring it back the next day, and they'll be able to fix it. On my way out, however, I run into one of the guys in the parts department and express my frustration. He tells me that they may not actually be able to get the part on the same day, so I may need to come back in 2 days. Had I not run into the parts guy, I would've brought my car in the next morning and experienced the exact same frustration and gross inconvenience 2 days in a row. After this incident, I met w/ the service manager, Dave Lowe, to discuss the problem. I described the ongoing neglect I received in terms of prompt service and the incompetence of his staff, namely DJ. He even admitted that they were having some trouble w/ overscheduling customers, while being understaffed w/ mechanics. As a service department, in my opinion, their primary responsibility is to manage work load and schedule accordingly. An inability to do this simple task does not give me much confidence in their department as a whole. As for not having the part available, they blamed it on the 'new computer system,' that it wasn't always accurate. However, if I request a part in advance of my service, I expect them to HOLD that part for me. If that isn't possible, they need to do a better job of tracking and ordering the parts they already know they need. To rectify the situation, I asked Dave to do something about it. Instead of committing to address the problem w/ his staff and correcting it, he asked what else he could do. I asked for free service and eventually negotiated 4 free scheduled maintenance visits. He also gave me his direct line, so I could schedule appointments w/ him, instead of dealing w/ DJ. (CONTINUED)

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Reason for Visit: Service

I recommend this dealer: No

My Review of Key Buick Audi & Hyundai:
PART 3 of 3:<br>I recently brought my car in for an unexpected problem, and it turned out to be the catalytic converter. This happend on a Fri. I dropped it off over my lunch hour, and received a call at 4:15 from DJ saying they were working on it now. At 4:55, he left me another message asking me to call. I called immediately and found out the news: they would need to order the part, it wouldn't be ready until Tues, and it would cost about $1600. I was also told that they didn't recommend driving it, so since it was the end of business on a Fri, and (given my history and continued loyalty) I requested a loaner car. I spoke to 3 different people and received 3 different answers. 1) 'We usually reserve those for our Georgia customers, since they're coming from out of state.' 2) 'We don't have any.' (ALWAYS the answer from DJ)...instead I was offered a car thru Enterprise for their 'special rate' of $35/day...no thanks, if they had a loaner available (b/c I didn't believe they didn't), I thought I deserved one at least thru the wknd. 'We're not going to do that.' Again from DJ, the infamous attitude and utter lack of respect toward the customer. 3) Dave tells me, 'We can only give loaners out to customers who are still under warranty' (gee, I never got one when I was still under warranty) 'I'm obligated by Audi to have loaner cars available for A8 and A6 customers, and I only have 4 loaner cars.' This was the first legitimate response I received, and told him that he might want to pass this info on to the rest of his staff, so they know what to tell people. I asked then that if he had one available if he could make an exception and give me a loaner car for the wknd (again, esp. since it was close of business on a Friday). He said no. He also offered the Enterprise car, and I asked if he would pay for it, but he said he didn't have the budget to do something like that. He then proceeded to argue w/ me about the conversation we'd had when I negotiated the free service. He reminded me that I had turned down his offer for a free Enterprise car when I brought my car in for service, instead of just using their courtesy shuttle. I did make that decision and opted for the 4 free scheduled maintenance visits, since I didn't mind using the courtesy shuttle. I pointed out that I've never had to leave my car overnight, much less for 4 days, but that didn't seem to matter to Dave, and he continued to argue his point about his offer 2 yrs ago. There are 2 problems w/ this, as I see it: 1) He didn't offer me free Enterprise cars indefinitely when we had the conversation 2 yrs ago; he actually offered them for the times when I was having scheduled maintenance covered by the dealership. 2) This is the poorest excuse for customer service I've ever experienced. No apologies, no attempts to help under these unusual circumstances. Only attitude, excuses, and arguments. I picked my car up when they opened at 7:30am Mon. morning, took it to my other mechanic (Seth Agnew @ Technical Dimensions), and will NEVER set foot in their dealership again. For the record, I am also not the only customer who's experienced these ongoing problems w/ this department. I'm just the only one who's taking the time to report it. And don't let them fool you&#8212;there ARE other options out there. There are fully trained, independent mechanics who have all the same Audi tools to get the job done right, while also giving you the respect and courtesy you deserve.

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