I’ve worked with a lot of different dealers and bought quite a few cars over the past 20+ years and Audi Natick provided the worse experience I’ve ever had.
At no point did I feel appreciated or valued as a customer, and I didn’t get a sense of care or professionalism from anyone I interacted with. The whole experience was very transactional and lacked any emotion or care.
Even dealers selling cars in a much lower price range have made me feel more valued.
From the start the sales rep, Joyce, was scattered, distracted, and disorganized. She didn’t seem to have answers to most of my questions so she had to keep stepping away to ask someone.
Once we finally finished all the negotiations and financing paperwork, we were just left with no clue who to see next or how to schedule the delivery. I finally found a sales manager, Jonathan. After hearing our complaints about the poor experience we proceeded to make excuses for the rep and the team. Everything from being short staffed to individual performance issues in the past. At no time did I feel heard. It was all excuses and no empathy for the customer.
On delivery day, I quickly noticed a small dent in the car door. Luckily the dent guy was onsite and could take care of it while I waited. But this meant I needed to wait another hour. Management was informed so the rep could authorize the repair. This is the point where I would have expected a manager to at least come by to apologize and acknowledge the inconvenience. Consistent with my last visit, no one at this dealership seems to care about the customer experience.
The car was finally ready to do the walkthrough. This is my second Audi so I’m quite familiar with everything. The rep explained controls for features that were incorrect or didn’t even exist as options in my car. She also couldn’t help me setup Audi Connect, said she’d have someone follow up with me the next day to assist and answer any other questions I might have. Surprise, no one ever called.
So I decided to send an email of my experiences to the GM. No reply.
If you’re looking for an Audi, there are plenty of other dealers around. It’s worth a little extra drive time to find someone who values customers.