Audi Palo Alto

Q7 in warranty service job Great customer service and easy communication from Sergio through text messages. He was great to work with and very thorough. Would definitely recom Great customer service and easy communication from Sergio through text messages. He was great to work with and very thorough. Would definitely recommend this dealership. More

Keeping my older Audi running smoothly This is a newer group at Palo Alto Audi. They took care of my older A4 in a seamless transition. Complete review of old records and major systems so This is a newer group at Palo Alto Audi. They took care of my older A4 in a seamless transition. Complete review of old records and major systems so we can continue to enjoy and rely on it. They always make it convenient to leave your car by providing a pleasant place t wait or provide a loaner if the service takes more time. More

Infuriating experience with a Certified Pre-Owned purchase 05/28/18 - I purchased a CPO 2015 Audi S5 Premium Plus from Denis Kaganovich at Audi of Palo Alto. After the test drive but before purchase, I noticed 05/28/18 - I purchased a CPO 2015 Audi S5 Premium Plus from Denis Kaganovich at Audi of Palo Alto. After the test drive but before purchase, I noticed a smudge had dissolved through the clear coat on the right front quarter panel, between the headlight and wheel-well. Denis stated that he could have this repaired if I brought the car back another day when his paint professional was in the shop. 06/19 - I took the car to a paint correction shop to have it evaluated for a ceramic coating application, and to inspect the smudge. The specialist noticed that additional parts of the clear coat were peeling, specifically around the left window trim along the roof and the right corner of the truck lid. He took measurements with a micrometer and discovered that both of those panels had been repainted (~250 nm instead of ~130 nm on the rest of the body panels, photos attached.) He suggested the cause of the cracking and peeling was most likely due to the rubber trim being reinstalled before the clear coat had time to properly dry. The clear coat then partially adhered to the rubber trim instead of the paint and was subsequently cracked when the rubber trim expanded and contracted under temperature fluctuations. He stated the clear coat needed to be fixed before he could proceed. 06/20 - I delivered the car to Audi of Palo Alto to have them address the paint issues, as well as replace the left door puddle light, and brake pads / rotors. 06/26 (6 days) - Audi of Palo Alto contacted me to confirm that the brakes and door light were fixed, and denied my request to have the peeling clear coat covered under CPO warranty. 06/27 (7 days) - I contacted Audi of North America. The representative was surprised that Audi of Palo Alto denied the repair and stated that the dealership was responsible for fixing the paint, as the first 30 items on the CPO certification checklist specifically address paint quality. I contacted Audi of Palo Alto and shared what Audi of North America had advised. Audi of Palo Alto returned my call later in the day, stating that "after searching through our service records for the vehicle, we discovered that while prepping the vehicle for resale, we did in fact have the trunk and driver's rear quarter panel and roof repainted at our partner body shop." They then agreed to have the clear coat repaired. 07/12 (22 days) - Audi of Palo Alto called me to state that the car was ready for pick-up. I arrived the same day to discover that their partner body shop failed to remove the peeling clear coat, and instead simply applied new layer of clear coat over the cracked and flaking old clear coat. The result was uneven, pocketed, bumpy, and had the appearance of wet paint dripping down a wall. There were also new scratches on the hood, trunk, and left roof rail. The inside of the left door, and driver's seat were covered in smudges of a white residue. I took photos of the affected areas (attached below,) told my service adviser I would email him that evening, and left the car with Audi of Palo Alto. I sent the following email to my service adviser 2 hours later: "Good afternoon John, Thanks again for sticking around to chat with me today. Attached below are some photos of the problem areas. I highlighted them with yellow squares. To be frank, I'm not feeling confident about taking the car back to your partner body shop. They caused the original issue by rushing the clear coat drying process, and then followed up with this poor job despite having the car for almost 10 days. If possible, I'd like to explore having the paint correction completed at a body shop I trust. Active Auto Body is located in Sunnyvale, and has done excellent work for folks in my Audi group, as well as serviced many vehicles for Google. I'd appreciate your manager Peter connecting with Chuck to discuss who would cover Active Auto Body's invoice. I'll be getting a rough estimate from them tomorrow, though they'll need to see the car in-person to finalize it. Please let me know if Peter has any questions or concerns about this plan. Thanks again for your help and understanding John, it's greatly appreciated!" 07/13 (23 days) - I called Audi of Palo Alto to confirm that they received my request. No answer and no reply. 07/16 (26 days) - I called Audi of Palo Alto to confirm that they received my request. No answer and no reply. 07/17 (27 days) - I received a call back from Audi of Palo Alto. When I mentioned the email, my service adviser stated he didn't know what email I was referring to, but that he would check. He then stated that he hadn't checked his email and that he was just reading it for the first time. He then stated that he had already sent the car back to their partner body shop for repairs. I expressed my disappointment and he apologized. He then recommend that we wait until the body shop finished repairs before deciding next steps and that the car should be done by 07/24. 07/24 (34 days) - I called Audi of Palo Alto for an update on the vehicle. No answer and no reply. 07/25 (35 days) - I received a call from Audi of Palo Alto. My service adviser stated that the vehicle would be ready 07/27. 07/30 (40 days) - I still do not have possession of my vehicle, and haven't received any updates since the 25th. I have owned the car for 9 weeks (63 days) and it's been out of my possession for 6 weeks (40 days.) I just made a monthly payment on a vehicle I haven't been able to utilize for the entire duration of that payment period. Audi of Palo Alto, while not directly responsible for the quality of the original repainting, nor the botched fix, is still accountable for the services and partnerships they associate with and expose their customers to. This has been an infuriating experience with Audi of Palo Alto. Subsequently, this negative impact extends beyond Audi of Palo Alto and has influenced the perception of the Audi CPO program, as well as the Audi brand as a whole, for myself and those within my social sphere. This is not the treatment nor experience I expected when joining the Audi family. More

Horrible. Matthew was impossible to reach. Avoid this service center. Picked up my car with 2 dents and one wheel curbed. Impossible to reach any advisors. Fluids leaking after 2 days, burned a Avoid this service center. Picked up my car with 2 dents and one wheel curbed. Impossible to reach any advisors. Fluids leaking after 2 days, burned a huge puddle in my brand new garage. Now the paint is all bubbled. Absolutley the worst service center ive ever been to. More

Greatness at Audi Palo Alto I bought a car at another dealer, horrible experience. Traded in my A5 and got a Q5 service has been great. They test you like a friend and not a numb I bought a car at another dealer, horrible experience. Traded in my A5 and got a Q5 service has been great. They test you like a friend and not a number. More

Friendly, but slow This visit was for yet another Audi recall. It took over an hour to drop off the car and over 30 minutes to pick it up. In the meantime—almost two w This visit was for yet another Audi recall. It took over an hour to drop off the car and over 30 minutes to pick it up. In the meantime—almost two weeks—I had to ask for status three times. The staff is obviously foaled on high survey scores and they try, but the organization is not operating in a way that makes high survey scores possible. More

What good is an estimate? Since when does a quote of $219 to “diagnose” an obvious defective headlamp bulb, “to be offset from bulb replacement cost,” translate into about a $6 Since when does a quote of $219 to “diagnose” an obvious defective headlamp bulb, “to be offset from bulb replacement cost,” translate into about a $600 charge to replace such bulb? Say what you mean, and mean what you say! More

Selecting another Audi service dealer Needed new tire ASAP. Can't drive far on donut tire and work is 31 miles from home. Wanted to drop car at Palo Alto Audi and pick up loaner--this is t Needed new tire ASAP. Can't drive far on donut tire and work is 31 miles from home. Wanted to drop car at Palo Alto Audi and pick up loaner--this is the level of service I had with BMW. Text my salesman, who tried to help on his day off. Valiant effort Drove car to dealer since no return calls. First, told no loaner cause I did not have an appointment. Eventually Did get a loaner but was the receiver of disrespectful staff comments and texts. More

Purchasing a used Audi Q5 I had an excellent car-buying experience recently at Audi Palo Alto. I have never owned an Audi before, so I was looking to get more information and a I had an excellent car-buying experience recently at Audi Palo Alto. I have never owned an Audi before, so I was looking to get more information and a test drive. My experience at Audi Palo Alto was pretty amazing as far as car-buying experiences go... in short, everyone I came in contact with was professional, friendly and efficient. I received the information I needed to make an informed decision, and couldn’t be happier with the car I chose. More

Friendly, straight forward dealership Great dealer staff making the car purchase experience uncomplicated and pleasurable. Would recommend and return for another purchase. one note the add Great dealer staff making the car purchase experience uncomplicated and pleasurable. Would recommend and return for another purchase. one note the additional package/service options presented during financial closure is complicated. Could be presented differently such as with pictures to describe the level of wear and tear. It’s pretty subjective otherwise which leads to broad range of interpretation. More