Audi Stevens Creek

I purchased a 2019 CPO Audi SQ5 from Audi Stevens Creek on May 22, 2020. This was my first Audi and I was excited about becoming part of the Audi family. Well that excitement quickly turned into disappoi on May 22, 2020. This was my first Audi and I was excited about becoming part of the Audi family. Well that excitement quickly turned into disappointment and regret. This has by far been the worst car buying experience of my life. I am an out of state buyer, so was a little apprehensive about purchasing a vehicle sight unseen. However, with Audi’s reputation and the CPO status of the vehicle I was feeling like the risk was low. I made the decision to purchase the vehicle and that is when everything fell apart. Nobody bothered to walk me through next steps or timing. I had to make several repeated inquiries about the shipping process. After a week of no responses I finally received an email from my salesman, Alex Ewing, saying the car had shipped. The vehicle was delivered with no all-weather floor mats (as promised by Alex) and only one key fob. The day after I received the vehicle, I tried getting the car registered in my home state. The DOL informed me that I was missing the title and would need to get that from the dealership. I immediately called the finance manager that I was working with, Jana Gaytan, and left her a voicemail. She did not return my call. I left her 3 additional voicemail messages and an email about the status of the title. She never returned any of my calls. I was also leaving messages for Alex to help me get to the bottom of it and he also didn’t return my calls. After a week of zero communication from Jana or Alex I finally left a voicemail with Joseph Quinonez to express my concerns. No response from him either. I repeatedly called and texted for another 6 days with no response. I finally called the General Manager, Tony Newell and left a voicemail explaining the situation and my frustration. Again, no response. After a week Alex finally got back to me and said he would send me the tracking numbers. Never happened. Thankfully I got connected with Kody Root. He The only person who took any responsibility to make it right. He wasn’t even my salesman but took the initiative to make sure the title, key fob and floor mats were finally sent and delivered. He made several follow up texts to provide updates and make sure I was satisfied. Kody definitely went above and beyond and for that I’m very grateful. They should be embarrassed by the lack of professionalism that was repeatedly shown during this entire process. I would expect a premium brand such as Audi would value customer service, but clearly that’s not a priority at Stevens Creek. I don’t know if this dealership treats all out of state customer like this, but it’s unacceptable. This experience makes me question my decision to even buy an Audi in the first place. More

Mohammad Farhad & Tenzin Sopea provides excellent customer service! I had all my questions answered in a timely manner and was extremely pleased with the overall experience. customer service! I had all my questions answered in a timely manner and was extremely pleased with the overall experience. More