Audi Palo Alto

Ease of Purchase I had the pleasure of working with Radi at Palo Alto Audi. He is the Internet Sales Manager. The transaction was painless and this is because Radi is I had the pleasure of working with Radi at Palo Alto Audi. He is the Internet Sales Manager. The transaction was painless and this is because Radi is a real professional. I never felt pressured and he found the exact car I wanted. I would highly recommend seeking him out if looking for a new or certified pre-owned Audi. Very happpy with the result! More

Good service, got a loaner Roger took great care of me. While the service took a little longer than expected, I was given a loaner car and all my interactions were fast and prof Roger took great care of me. While the service took a little longer than expected, I was given a loaner car and all my interactions were fast and professional. The only possibly negative is they are very pushy about leaving a review :) More

Above and beyond Super friendly team- they were quick to help with my issue and proactively arranged for a courtesy car that I used for 3 days. Worth it to go here! Super friendly team- they were quick to help with my issue and proactively arranged for a courtesy car that I used for 3 days. Worth it to go here! More

Worst car service experience I have ever had I brought my car to Audi Palo Alto to have them diagnose engine vibration and a flashing check engine light. They kept my car for 2.5 business days, I brought my car to Audi Palo Alto to have them diagnose engine vibration and a flashing check engine light. They kept my car for 2.5 business days, performed a diagnosis that likely required less than an hour of work, and then recommended overpriced and unnecessary repairs. I will never go to Audi Palo Alto for service again. For those who wish to relive the frustration I experienced in dealing with Audi Palo Alto, a full timeline of events is provided below. === Back story === As I'm on the way to the airport Monday afternoon, the engine of my Audi A4 starts shaking at the check engine light starts flashing. I pull off the highway and consider calling a tow truck, but realize that if I do that, I'll probably miss my flight waiting for a tow truck to arrive. Instead I take the next exit and park my car at a nearby garage, then take an Uber to the airport. While traveling, I do two things: 1. order a code reader from Amazon, to plug into the diagnostic port and determine why the engine light is flashing when I get back, and 2. make a service appointment at Audi Palo Alto, thinking that an Audi dealership will at least do a good job fixing my car, even if the prices are a bit higher. This will turn out to be a mistake. === Friday === 9am: I take an Uber to the garage, plug the code reader I ordered from Amazon into the diagnostic port, and read off the code: "Cylinder 3 misfire". I've read that driving the car with the engine light flashing can damage the catalytic converter, so I have the car towed to Audi Palo Alto. 10am: I drop my car off at Audi Palo Alto for service. I'm told that it might not be done today, but if not the service representative will try to get me a loaner for the weekend. My service representative is Matt Rost (MR). 4:30pm: I haven't heard anything about my car, so I text MR asking him for a status update. 5:30pm. The dealership closes at 6pm, and I need to know what to do about a car for the weekend. I text MR again. After 10 minutes without a response, I try calling. No one at the service department is picking up the phone. 5:45pm: MR calls me back, says they didn't get around to looking at my car today. Maybe they can do it tomorrow. There are no loaner cars available. === Saturday === 5pm: MR calls me. He has a list of recommended repairs, but doesn't know what they will cost, because the parts department didn't tell him the cost of parts and they've already left for today. There are still no loaner cars, but they will have some Monday morning. === Monday === 9am: I take an Uber to Audi Palo Alto and pick up a loaner car. At least I'll have something to drive if they keep me waiting. I talk to MR in person, but he still can't give me prices because their wifi is down. 1pm: MR calls me. He recommends replacing the ignition coils and spark plugs at a cost of $1000, and replacing PVC valve at a cost of $600. I tell him I'll check prices elsewhere and get back to him. 5pm: I talk to someone at German Motor Specialist (GMS) who says they can replace the ignition coils and spark plugs for $400. That's a much better price, so I decide that the next morning I'll pick up the car from Audi Palo Alto and take it to GMS for service. 9pm: looking over my service records, I see that I had the spark plugs replaced recently. So that's at least one unnecessary repair recommended by MR at Audi Palo Alto. === Tuesday === 9am: I drive the loaner car back to Audi Palo Alto and ask for my car back. I did not tell them I was coming. Surprisingly, when I get my car back the engine vibration is gone, and the check engine light is no longer flashing. Did it somehow fix itself? I don't know, but I take the car to GMS for diagnosis. 10am: looking over the service report from Audi Palo Alto, there is a note from the mechanic along the lines of "replacing cylinder 3 ignition coil with known good one fixes problem". Wait, so they knew what caused the misfire? Why didn't they tell me about this? 3pm: GMS calls me back. They can't reproduce the problem, but they noticed that the ignition coil for cylinder 3 looks different from the other ones. Looks like Audi Palo Alto forgot to take out their test coil before giving me my car back, inadvertently fixing the problem they were going to charge me $1600 to fix. To be on the safe side, I have GMS replace all 4 ignition coils with new ones. Car has been running fine ever since. Recommending $1600 worth of repairs, without telling the customer that the cause of the problem is known and can be fixed by replacing a single ignition coil (a ~$100 repair), is predatory and dishonest. Combined with slow service and poor communication, this makes this by far the worst experience I've had getting my car serviced. More

Very friendly and thorough with the repairs needed Roger was very courteous and helpful. Determined proactively the cause of my issue and worked to resolve. He communicated when he said he would and of Roger was very courteous and helpful. Determined proactively the cause of my issue and worked to resolve. He communicated when he said he would and offered tire service in future. More

Nice car, cool people, and great experience I just brought a new Audi S4! Luan took me for test drive, shared his S4 experience, gave me cool racing tips, and answered all my questions. He eve I just brought a new Audi S4! Luan took me for test drive, shared his S4 experience, gave me cool racing tips, and answered all my questions. He even explained the hidden valet-parking button to lock trunk to prevent thieves. I offered a price range, and then he worked out the lowest price of my range without back-and-forth arguing. He is definitely a friend who stands on my side. I'll surely "bother" him later for more recommendation about maintenance and racing. Audi Palo Alto is trustworthy. This is the only Audi dealer which gave me a true price online (via true car dot com), while other Audi dealers kept disturbing me but never gave me a price (except for MSRP). On its website, it lists fees and discount to lease or finance, which I don't see on some other Audi dealer websites. If you don't want to spend time to do a lot of research like me, go to this dealer and talk to Luan. You will have a nice experience. I am very satisfied and would recommend it to my friends. More

Professional. Excellent listening. You’ll see me again. A standout for me was how Drew took the time to listen and assess what I was looking to do. This is my 5th Audi. (Second in the US) Ahres is a real A standout for me was how Drew took the time to listen and assess what I was looking to do. This is my 5th Audi. (Second in the US) Ahres is a real pro as well. Please let him know. My top notch experience started with him in service, before I ever stepped onto the sales floor. I’m sure you’ve heard this before, but my repeat Audi purchases have been reinforced by people like Ahres more than any other factor. The entire team is very empathetic. Not something you often see in a sales process, especially cars. I’ll definitely be returning and bringing my future business. Thanks for the help and such a enjoyable experience getting into my new Q5. Regards, Robin More

Disorganized service center After being a loyal customer to Audi stevens creek for many years, I decided to give Audi Palo Alto a try after a friend referred me and I was surpris After being a loyal customer to Audi stevens creek for many years, I decided to give Audi Palo Alto a try after a friend referred me and I was surprised to experience the worst customer success ever since owning an Audi. The service center was disorganized, cars were backed up to the street waiting to be checked in for service and there was no guidance on whether to check in first or wait for someone to assist you. The drop off experience was terrible but the pick up was worse. I was guaranteed by Matt Rost, the service advisor, that my service would take less than 1 hour and to return the following day. I received no call about my car but decided to take matt’s word that my car would be ready the next morning. Surprise, but my car wasn’t ready despite the guarantee. When I returned a few days later, I overheard a customer complaining — who was visibly upset that the service Dept/matt told him his trunk was fixed when it wasn’t even looked at. Based on that customers experience of a visible damage that wasn’t fixed and the department’a disorganized paper work, I’m not confident that Audi Palo Alto even serviced my car. I’m headed back to Audi Stevens creek and staying there! More

Good experience I give the dealer a 4, because the sale representative doesn't have their own office that they can take you in to discuss pricing and options. You're I give the dealer a 4, because the sale representative doesn't have their own office that they can take you in to discuss pricing and options. You're pretty much in the lobby/public area. Which I feels there is no privacy at all That the only reason why I take anyway the 1 star. More

Service and recent sakes experience Great service . My new purchase/order is progressing and receive Sevice is was great. I would recommend Palo Alto Audi over other Audi dealers and s Great service . My new purchase/order is progressing and receive Sevice is was great. I would recommend Palo Alto Audi over other Audi dealers and service in the area that I’ve experienced More