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 (finally) LISTENED!