We bought our A6 Avant at Momentum Audi on Richmond roughly six years ago. It has almost always been to a dealer for service.
It was due for a 104,000 mile service so we took it to Momentum on Monday.
We made an appointment six weeks in advance for this.
I called to check on the appointment and the person that I spoke to could find no record under our name. I took it in anyway, signed it over to Bill Torres the Service Advisor and gave him the laundry list of things to check, in addition to the routine service. Replace the center armrest, sell us a replacement front grill (that I would install), fix the motor mounts, a leaky four-wheel-drive transfer case seal and do a timing belt and water pump change package. Expected cost: over $4000.
I got a call back about the other things found that needed work and approved all of them.
They had not called us by COB on Friday.
My wife called them on Saturday morning (fifth working day), because there was someone available to drive the extra car home if she made the 70 mile round-trip.
The person that answered the phone at Momentum Audi checked the completed tickets and said that it was ready.
I drove her there to pick it up - a 35 mile trip.
The cashier pulled the ticket out of her drawer, and I checked it over - it all looked right.
We paid $4134, and they called a porter to drive it up.
They couldn't find the car or the keys. (first warning flag)
When they found it, it hadn't been washed yet. (second warning flag)
When my wife got in it, the armrest was still the old, broken one.
The replacement grill was not in the back.
She asked me - "can you tell if they did anything?"
They had told me that they would have to cut the wire that I had used to hold the bottom of the bumper in place (torn off on high curbs), so that they could do the timing belt work. My wire was still there.
They hadn't touched it.
My wife was LIVID.
Bill Torres and the responsible technician weren't in to explain.
Those present apologized profusely, but couldn't come up with an explanation. They asked if they could make it up to us, but I don't see how they can easily repair the trust that they had lost. They ran my wife's debit card through again for a refund. We DID NOT keep a copy of the repair ticket, and this was a mistake. My wife wants nothing more to do with them. She drove off in her still-ailing Audi (which she loves).
I bought some parts at the neighboring VW dealer, and as I walked back to my car, our 'regular' service advisor walked out to further apologize for this disaster. She said that they had already realized that this 'new' service advisor was no good, as they had had another similar problem already that morning, and she had had to endure 30 minutes of profane invective from that irate customer.
I found out later that it's not the advisor that finalizes a work ticket, but the technician, in Momentum's computer and work-flow system. Technicians sometimes sign off on a ticket on the last day of the pay period in order to get more money on the more immediate paycheck.
If I hadn't been there, or if we hadn't ordered something glaringly obvious, they could have claimed to do whatever hidden work they wanted and we would have driven off none the wiser for having given them our money for nothing.
While all of our previous visits were satisfactory, this fiasco has destroyed our ability to ever trust them again.