Audi Palo Alto

Took my car in for routine service. Easy to schedule, efficient drop-off. Took 30 mins to find keys. Inside really dirty when picked up efficient drop-off. Took 30 mins to find keys. Inside really dirty when picked up More

Got a great deal for my car, but unfortunately the buying experience at this dealership was not so great. Sales people were not attentive, no one showed me how to work the features in the car, and the bigge experience at this dealership was not so great. Sales people were not attentive, no one showed me how to work the features in the car, and the biggest disappointment was that the picture shown on the listing was not the actual picture of the car. The picture on the listing had a hitch on it which was one of the primary reason I wanted the car. It was confirmed by the salesman I was dealing with that it has a hitch. Flew up from San Diego to pick up the car only to find out that it did not have the hitch. We bought it anyways because it was still a great deal even without the hitch and mainly because we had no other way of getting home. To their credit, they did give me another $500 off the agreed price, but now I have to deal with trying to get a hitch on it. The cost of having an OEM hitch installed is ~$3000, which make the $500 price reduction not all that great. Another negative thing we experienced was that some of the extras listed on the window sticker were not in the car when we picked it up. We only realized that after we arrived home. When we called to inquire about those items, we were told that the car was sold as-is when we purchased it. Just a little background on the car. It was listed as a used car because it was the courtesy car and had only 3400 miles on it, so it’s basically a new car. We I called to inquire about the car, I was emailed the window sticker that listed all of the features and options on the car and was told that it came with everything listed on the window sticker. After we completed the paperwork, and took the keys, they did not offer to do a walk around with us to make sure that everything is in place before we drove off. This is the most expensive car I’ve purchased, but unfortunately, it was one of the worst buying experience I had. The salesman was nice and respectful, but I think he could use a little more training on how to make the customer feel valued and do his due diligence to make sure the description of the listed car match the actual car being sold. This is especially important when dealing with internet sales of vehicles. More

No clear communication around disinfecting While I usually have a great experience at Audi Palo Alto getting the yearly 10,000-mile servicing done, this time I was disappointed. First, the While I usually have a great experience at Audi Palo Alto getting the yearly 10,000-mile servicing done, this time I was disappointed. First, there was no clear communication around safety precautions in these COVID times. While I was told that the car would be disinfected and washed, when I went to pick up my car, I was asked if I'd like it to be disinfected! I had to go back in to confirm whether or not it was disinfected. I was told, rudely, that it was and that the staff person asking if I wanted it disinfected, was clueless. Get your communications straight people and don't make it the customer's responsibility. On a positive note, they had washed and cleaned the twigs and leaves from front and rear windshields. So Thank you. Second, the car tags and the key tags were still in the car. Normally I wouldn't mind and take them home and throw them in the recycle bin. These are NOT normal times. The least they could have done was to remove the rear window tags and key tags before delivering the car. I had to remove them and throw them away there, and not risk my family. Further, before I drove away, another staff person came and opened the door and started asking questions whether I was satisfied with the service. He did NOT HAVE A MASK ON! Very troubling. Third, I was charged $8 for 2 gallons of gas for having driven a loaner car 14 miles to go home and come back to pick it up. Not once was any mention of whether they disinfect loaner cars. I am fine with the $8 charge but not reassuring me about the cleanliness of the loaner car was a big red flag. I am going to have to seriously reconsider, going back there next year, even if COVID is behind us. I hope that Audi Palo Alto takes better measures with their other customers around the reassurance and cleanliness of their service and their loaner vehicles. Disappointed. More