Where to begin. Should I start at the beginning so that I can recount every error. No to be more clear and precise, I will omit some further damning details to stick to he most offensive of Audi Open Road Manhattan’s behaviors.
For those who don’t want to read further just know that Audi Manhattan has a broken sales processes and no respect for a loyal customer’s time. When the issue is raised to a Manager they will make no attempt to rectify the situation.
I’ve leased my Audi Q5 Premium Plus for 29 months on a 36 month lease. I got a good deal on the lease for sure, but nothing unusual about my initial process. In the time since I’ve been a good customer of Audi Manhattan servicing my car there and also using them for Body work when my car was in an accident.
I take my car in for a recall and regular service. When I do I receive a phone call where they tell me that with the special incentives Audi is running I can replace my old Q5 early with a new Q5 for the same payment a month. I wasn’t recording the phone call so is it possible she said similar? Maybe, but I distinctly remember the Sales Rep ending the call by saying it was a no brainer to replace my older car with a new one if “the payment is the same”.
I schedule a visit 2 days hence, plenty of time I think for them to work out the potential details of what a lease would look like.
I show up with my wife promptly for my appointment and they insist on taking us on a test drive. Is the 2018 Q5 better than the 2016 Q5, yes. Is it radically different no. After the test drive we sit down to talk numbers. When I say I was told I can get the same payment the sales person gets nervous and asks if that is what the Sales rep actually said. He then starts asking very basic details of my lease, like how many payments I have left, details which should noted from their own systems.
He then says that given the number of payments this will be very hard to get done and asks how I got such a good price to begin with. I remind him that I didn’t want to come in, I was encouraged to under the promise I could get a new car for the same payment as the old car.
The salesperson, who by the way was quite new, then left to the Magical Place wherever Salespeople go to bring you a price on a car.
He comes back and says, “Are you sure you don’t want a new sedan? This would make it much easier”. No sir I don’t want a sedan, I told you I was happy with my car and used it to go skiing. I had to remind him that I was called.
He then shows me the starting price for a comparable lease it is over $260 more a month than my current lease! At this point you can understand how irate I am. I’ve spent 2 hours of my wife and my time, 4 hours total. I’ve skipped a morning of work for this. Most of the time was spent collecting information they already had or working out details that could have been handled in advance. Only to be asked for 50% price increase over my current payment.
At this point, since my salesman is new, I insist on speaking to a Manager to complain. To be clear, I tell everyone that my anger is not about not getting a good price it’s the total lack of respect for my time that has just occurred, I inform them that based on this last of respect I want nothing to do with them including future repairs.
I speak to the Manager who understands my story and asks if there is anything they can do. There is some minor work that needs to be done on my existing car and I say that giving the inconvenience the sensible thing to do would be to conduct the repair at cost. Not lose money, just don’t make money. He seems to think that is reasonable and goes off, only to return offering my a 10% discount on the repair. What an insult. I leave only to ever return for free service with my Audi Care or to return the car.