Audi Peabody

Hostile experience I came into the dealership to look at a used car. I met the salesman Harley (or Henry) and he was very calm, very collected, and was helpful. The mome I came into the dealership to look at a used car. I met the salesman Harley (or Henry) and he was very calm, very collected, and was helpful. The moment that the manager came in to try to take over the sale was when things changed. The manager, Dan, came up to us at the desk and seemed to be calm at first. As we were talking and trying to negotiate a price on my trade-in, he became aggressive and hostile through his body language and the way he was raising his voice towards me. As time went on and we continued to go back and forth trying to make a sale on the vehicle, he eventually blew up, yelled “Fine, looks like you’re not getting the car!”, and snatched the papers from the desk in a malicious manner and stormed away. He was acting like a playground bully and was trying to assert some dominance in the sale, and when I pushed back he became more and more aggressive. The dealership in general is alright, well laid out, with good cars. The car salesman Harley (Henry) was very nice and very patient, and was a joy to work with. Dan, on the other hand, was unprofessional and hostile during the whole process. Do not work with Dan If you go to this dealership for any car sales, unless you want to feel uncomfortable and nervous the whole time. More

Really pushy and not honest My car was not clean tires and interior was really dirty! Not too happy with the service. Price was too expensive and quality is poor. My car was not clean tires and interior was really dirty! Not too happy with the service. Price was too expensive and quality is poor. More

Still not good representative of Audi or Collision Work 4th attempt (9/29/17) included: - Wrong: Sagging Headliner, Gouged power mirror selector icons, clear coat drip on driver’s rear quarter, white spla 4th attempt (9/29/17) included: - Wrong: Sagging Headliner, Gouged power mirror selector icons, clear coat drip on driver’s rear quarter, white splatters on front passenger bottom seat cushion, divots/permanent indentions in right rear seat, approximately an additional 100 miles added to odometer, light scratch along driver’s side roof rail, torn panic button on key/remote to vehicle - Corrected: replaced missing windshield trim, right rear inner fender trim out of alignment, clearcoat drip/dimple in driver’s rear fender, tape removed from driver’s door, overly aggressive paint bulge in driver’s side rear door 5th Event (11/14/17) included: Phone call with AudiUSA (Ronald Allen, Executive Case Specialist) - AudiUSA takes no responsibility for damages caused by their Audi Certified Collision Center - Ronald Allen, as a representative of AudiUSA, personally recommends returning to Ira Audi Collision Center, of whom caused the damage to my S4, to possibly have a repeat of the above experiences - AudiUSA accepts a Toyota Camry as an acceptable substitute (loaner) for an Audi S4 rather than utilizing the opportunity to keep the existing customer in the VAG Family - Ronald Allen does not have direct contact with AudiUSA field representatives and is unclear of the amount of previous damage as compared to damaged caused by Ira Audi Certified Collision Center - Ira Audi Certified Collision Center is held by strict certification standards to be associated with the Audi brand, which allows the above experience to occur - Ronald Allen states 90% of his job at AudiUSA in the Customer Experience department is related to supporting the brand for Audi customers after the sale, however, when that involves an Audi Certified Collision Center that responsibility is deferred elsewhere - Ronald Allen states a month to repair my S4 with minor damage listed above is a reasonable amount of time to wait, including the unacceptable damage along the way cause by the Audi Certified Collision Center Phone call with Gruoup1 representative Gene Williams (11/24/17): - Gene wanted to send my S4 back to Ira for corrections after the above events - Gene contacted Greg Ross for connections on repairs after I repeated that Ira had not shown the ability to perform Audi Certified work - Gene sent incomplete email of corrections needed from the above experience on 11/28/17 - Gene, as a representative of Group1 Auto, agrees to cover expenses at shops of my choosing - Gene also agreed to cover my rental over the time period I am without my S4 (this should be another manual S4 as that is the vehicle the damage was incurred to instead of the competition’s Toyota Camry) Other items noticed: - Front Armrest cover broken - Unsure of any new maintenance needs from the extra miles placed on the car without my knowledge 6th Event Voicemails on Dec. 15th and 19th from Barbara Smitter (AudiUSA Executive Case Specialist): - Acknowledgement of this letter being sent to Audi Germany and AudiUSA Executive Team - Interested in understanding more Phone Call with Barbara Smitter (AudiUSA Executive Case Specialist) December 22nd 2017: - Was unclear of entirety and contents of this letter (was too much to read through and understand) - Did not have a solution to the above experiences from the Audi Certified Collision Center - Was unclear of what needed to be fixed on the vehicle from the Certified Audi Collision Center - Had not spoken to Group1 Automotive or Audi Area Field Teams prior to the call - Mentioned being point of contact between Ira Audi, Group1 Automotive, AudiUSA, and Audi Germany for cohesive solution - Mentioned following up with all points prior to providing returned response in-writing to me Email Response from Barbara Smitter (AudiUSA Executive Case Specialist) January 5th 2018: - Audi takes no issue with competitor’s product being loaned to customer (myself) for a month - Offering of $1,000.00 to cover the above damage when estimate of $7,163.58 was submitted, by request, to Gene Williams at Group1 Automotive o “Audi believes that Group 1 has made a concerted effort to resolve your concerns amicably, and we are in support of the current offer of $1,000.00.” - As Barbar Smitter mentions this being too much to understand, the above conversation with Gene Williams must have been overlooked - Barbara Smitter states in the email “To address the concerns with the headliner of your vehicle, Gene personally contacted you and advised that he would assist with the cost of repairing the headliner, seat cushions, center console and switches in your vehicle. The quotes that were provided by you were to replace these components. This is not an expectation that can be met.” o The above point is inaccurate as Gene Williams from Group1 agreed to cover all repairs of damages inflicted from the Audi Certified Collision Center on the phone and requested the quote to understand costs associated with all items - AudiUSA also unwilling (agreed upon by Gene Williams at Group1) to compensate for comparable loaner/rental after Group1 agreed to cover while my S4 would be repaired from damages from the Audi Certified Collision Center - Quote submitted by me for authorized repairs Group1 agreed to was dishonored by AudiUSA - “We understand that you have cared for your vehicle over the years, and want the condition to be as pristine as possible. As a vehicle ages, the components begin to wear and repairs may become necessary. As the vehicle is no longer under any sort of warranty through the manufacturer, the financial responsibility of these types of repairs then falls to the owner of the vehicle.” o Definition of Pristine: in its original condition; unspoiled o AudiUSA states I keep their product (my S4) in its original condition, when damaged by an Audi Certified Collision Center, becomes the owner’s financial responsibility to return to that same pristine condition o Misinterpretation as warranty related repairs (unless deemed warranty of workmanship from Audi Certified Collision Center) - Email response was also missing the “Good will offering” from Audi (mentioned by Barbara Smitter) as a way to compensate for the experience with this brand More