Audi Palo Alto

No Loaner Available Despite Scheduled Appointments Twice, I've scheduled an appointment to bring my audi in for service. Twice they've promised to have a loaner car available. And twice they have told Twice, I've scheduled an appointment to bring my audi in for service. Twice they've promised to have a loaner car available. And twice they have told me, only after I drove 40 mins to get there, "we're out of loaner cars." How about not promising cars when they're in limited supply, or calling people to tell them you're out when you know they're on the schedule? How about, "we're sorry for wasting a significant chunk of your day, how can we make it up to you."? You're not doing me a favor by agreeing to service my car. I'm doing you why by patronizing your business, something I plan to avoid in the future. More

Defective brakes brushed off as customer wear and tear issue Brakes started shuddering/vibrating on my 2014 A6 around 10K miles, so I figure I'll deal with it when I go in for my 15K service. The dealership c Brakes started shuddering/vibrating on my 2014 A6 around 10K miles, so I figure I'll deal with it when I go in for my 15K service. The dealership confirms there's vibration and tells me: "All of your brake components look brand new with expected minimal wear, but we did notice the vibration unrelated to any wear. Unfortunately, since you brought the vehicle in after the 12K warranty limit, we're not going to resolve the brake defect. Would you like a brake service for $1200?" "We don't fix wear and tear components." "But you just said the brakes have no wear on them. They're brand new still." "Yes, but the problem came up after the 12K warranty period." "But this is clearly not a wear and tear issue and the brakes are defective." "Sorry, we can't help. Do you want to pay to fix the defect yourself?" Audi USA isn't much better. Telling me to take it up with the dealer. Great customer service on a $70K vehicle. More

Conceited and insulting I was recommended to speak with Marty Russo by another employee who was off that day. Upon arrival, I asked the front desk for Mr. Russo, and I was pr I was recommended to speak with Marty Russo by another employee who was off that day. Upon arrival, I asked the front desk for Mr. Russo, and I was promptly connected with him at the adjacent lounging area. The slightly positive experience ended there, as Mr. Russo short of introducing himself asked me what I needed: "What do you need?" I explained I would like to test drive 2 different models back to back. This apparently made him irritated, and he told me to "have a seat and wait for a sales rep." I sat there at the lounge, and I see Mr. Russo return to his desk in a glass office. 30 minutes passed, and no one showed up. All this while, Mr. Russo was in his glass office, chatting with colleagues, and leisurely using his computer. The front desk receptionist took notice of me waiting, and asked if I'm being helped. I told her Mr. Russo was helping me and that he told me to wait for a sales rep. She went to check with Mr. Russo, and guess what, he had not done anything. The front desk receptionist was kind to run around the building to find a sales rep, and I was very soon helped by a sales rep. All this while, Marty Russo was sitting in his office chatting with colleagues, and leisurely using his computer. A busy guy! More

Horrible experience buying a car I'm extremely disappointed with my overall experience with buying a used '11 Audi Wagon from this dealership. I've been holding off writing this revie I'm extremely disappointed with my overall experience with buying a used '11 Audi Wagon from this dealership. I've been holding off writing this review, hoping they redeem themselves in some way, but sadly, it just gets worse and worse. My husband and I saw the car we wanted online at the dealership and walked in knowing we would buy it: a quick, easy sale for them. It was December 21st. Even knowing exactly what we wanted, it was hard to get service; even on a rainy day before Christmas when the lot was empty. The "quick" sale took almost 8 hours with a lot of waiting around and unenthusiastic employees. We didn't take the car right away because there was still some refurbishing that they needed to do, which they said would take a few days. So we signed the paperwork, left our trade in, and had a rental car. They called a few days later, they said the car was ready and they forgot to have us sign some paperwork, and asked if we could come back in. We cut a vacation short, drove 2 hours, and when we arrived the car was NOT ready, they just wanted more signatures. When we finally got the car, it was not the advertised car we had anticipated. According to the web ad, it was supposed to have upgraded features like heated seats, fancy wheels, etc. It did not. We took it anyway and asked for money back, or an extended warranty, or at least the better wheels, but instead they said they would give us floor mats and an extra key (because they only gave us one to begin with--which isn't right to only get one key when you buy a car, in my opinion). Fine--so months later, still no floor mats or extra key as promised. My husband e-mailed, called....and they responded, but no action. Finally, I called the manager, had to "get tough" (which is really not in my nature to complain and be that demanding person), and he shipped them to us right away because: low and behold: our mats and key had been in a closet for months and no one bothered to give them to us, even though we had pestered them about it! The manager said he had no clue about our situation and he would set things right. So he shipped off the stuff and.....never called me back to talk about ALL the other issues we had had: poor customer service, false advertising, non-responsive employees, etc. To top it off: they sent us the key and we have to drive all the way back to have it programmed for it to even lock/unlock the car and they "can't fit us in" until March 30th! So our appointment to FINALLY have a 2nd key is OVER FOUR MONTHS after we purchased the car. Seriously? Poor communication and overall very little regard for customer satisfaction. This couldn't have been a slower, more frustrating process to buy a car and get a key for it. More

Worse service experience ever If you are coming to this dealership for a service - run away. I do not have buying experience here, but I do have service experience. If you come fo If you are coming to this dealership for a service - run away. I do not have buying experience here, but I do have service experience. If you come for something more complex than oil change, they will ask you to keep your car overnight. They do not call you when they promise. If you call, they never pick up a phone. They even do not keep their words - Eric Dunbar, service adviser, said my car will be ready by 4:30 PM and he'll cal so I can pick up my car. He never called. Later all his excuses were like a kids babble. Lady, who, thanks her for taking care of picking up my late call, said he left, as well as all others did, and my car is not ready. Next day that Eric Dunbar said he'll call me at 10 AM. He never did. After I called asking for a GM or supervisor, I was transferred to.. know who? Yes , Eric Dunbar. He said he was really busy preparing my paperwork. Huh.. Since yesterday, right? By the way, it took 4 days to fix engine light (3 hours work as per their paper I got) and replace tires (1 hour). 4 days, you see, Carl? )) Their service is lousy as their service advisers. Their only goal is to get as much as possible money out of your pocket. They all trained for that: Greg Kendall, Eric Dunbar.. I did not try their lady service adviser, but doubt there will be a difference.. What is they after, of course, not customer satisfaction, but get as much as possible money. It is not a customer service, it is a customer offending facility. I will never come back to them, and be warned if you are coming there - you will loose money, time and your mood for sure After some guy bought that business, it became nightmare. Before, like in 2010, it was just very nice and friendly dealership. Now, probably thanks to their GM, it is as bad as no one around. Do not go there. Find another place. More

Wasted my money and time and not interested in selling cars Are you thinking about buying an Audi here? Thinking about having an Audi serviced? Please think carefully. I brought my A4 in to Palo Alto Audi for w Are you thinking about buying an Audi here? Thinking about having an Audi serviced? Please think carefully. I brought my A4 in to Palo Alto Audi for what they initially diagnosed as a transmission leak. They fixed the issue and performed other maintenance on it, including new brakes, filters, etc. I picked up the car ($3,000 later) and discovered that it was making a funny noise when I drove over 35MPH. I brought it back to Audi for diagnostics and also approved the 10,000 mile service on it. Almost a week later, they called to tell me the car needs a new transmission ($7,800) because of a loose bearing, which isn't serviceable. I also owed them $1,100 more for the diagnostics and the cost of the 10,000 mile service because they had done that in the midst of finishing the diagnostics. So I will have paid around $4,000 for maintenance on a car that will be scrapped with no resale value, or I can spend $12,000 at Audi to repair a car worth $8,000. Here is the clencher, when I complained to the service rep, Charme, about having a transmission fail in an Audi with only 64,000 miles she said that wasn't unusual and I should have bought the extended warranty for transmissions and engines. She said a woman came in recently with a $100,000 Audi that had only 50,000 miles on it and it needed a new engine. She said this is "fairly common" and not to "feel bad." I told her that solidified my decision to buy a Toyota. She agreed that "Toyotas run forever." She then explained that Audis are in "a different category." Oh, I was mistaken; I didn't realize that luxury cars have a reputation for being expensive pieces of junk. I thought luxury meant quality, not just wasting your money. I ultimately spoke with the customer service manager, Joanna, and she advised the service director would call me back that day. I never received a call, and when I called back I was informed that he was gone for the day, but he would definitely call or email me the following day. At that point I called Auidi headquarters who tried to follow up with the dealership as well, but you'd have a better chance reaching the White House. Neither Audi headquarters nor I have yet to receive a call back from Palo Alto Audi. In sum, don't waste your money on an Audi unless you like throwing away money. Save your money and buy a Toyota. That advice came directly from the Palo Alto Audi dealership. Also, do not get your car serviced here unless you like throwing away money and poor customer service. Thank you, Palo Alto Audi, for being honest about your crappy cars and crappy service. More

Travelled 400 miles to make the purchase! Should you commit to spending $95,000 for a used Porsche, sight unseen, when you live 400 miles away from the dealership? If you are purchasing from Should you commit to spending $95,000 for a used Porsche, sight unseen, when you live 400 miles away from the dealership? If you are purchasing from Manny Alcaine, Internet Manager at Audi Palo Alto, the answer is a resounding YES! Some would consider it a great leap of faith to buy a one way airline ticket to pick up a used vehicle which you have neither seen nor driven. However, Manny's exceptional communication through the weeks of negotiation and planning, combined with the commitment to satisfaction from GM Jason Mattia and Audi Palo Alto, put all concerns justifiably to rest. The pristine condition of the vehicle exceeded their description. Their efforts toward all facets of the process were courteous, professional, extremely efficient, and greatly appreciated!. I would like to add that this is a completely objective review, with no compensation or reward of any kind offered for its inclusion. More