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Ourisman Volvo Audi Lincoln of Frederick - Service Center

1.2

5 Lifetime Service Reviews

6001 Urbana Pike, Frederick, Maryland 21704

5 Reviews of Ourisman Volvo Audi Lincoln of Frederick - Service Center

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October 28, 2018

"Audi Frederick will turn you away"

- uncaged102

Buyer Beware. Frederick Audi is more than happy to sell you a car, but after that you are a liability. TLDR version: I purchased a new A3 from Frederick Audi in May. The car had a variety of quality issues. After several repair attempts Frederick Audi recommended that I reach out to Audi corporate for assistance. When Audi corporate refused my claim (because the car had not ‘spent enough time in the shop’) Frederick Audi refused any additional work on my car, warranty or maintenance. Long version: I purchased a new Audi A3 from Frederick Audi in May of 2018. The buying experience was mediocre due to the following reasons: 1. The sales manager was pushy putting time deadlines on deals and getting aggravated as I pushed back. 2. I was told on a test drive that the car had 60 miles on it. When I went to purchase the car I identified that it actually had over 500 miles on it. When I asked for this to be considered in the deal the sales manager got upset. 3. Audi Frederick insisted on running my credit and approving me for a new car loan even though I had an existing pre-approval from BOA The first real issue arose when I arrived home with the car to find that one of the wheels was curbed. I picked the car up in the middle of a thunderstorm and the dealership could not provide an indoor location to inspect the vehicle. I identified this issue to the sales team who pushed back, but eventually agreed to fix the wheel. I dropped the car off a few weeks later to have the wheel repaired and also informed the shop that the sunroof rattled and groaned when vented. This was where the fun began. The shop identified the issue with the sunroof and a TSB to grease the sunroof rails. During my first visit they disassembled the sunroof and applied some type of grease, while also fixing the wheel. When I received the car back not only did the sunroof make 20x more noise than when I dropped it off, but the sunshade did not work and the trim on the driver’s door was scuffed up. They did a decent job of fixing the wheel damage, but totally ignored that there was damage to the tire as well. To date they have not taken any action with the tire damage beyond stating that it is not a safety issue. I brought the car back to the shop for a second stay once they had received a replacement for the damaged trim piece. By this point the MMI screen in the dash has also developed a rattle that I identified to the service manager. I explained that I was really concerned that I got the car back in worse shape than I brought it in, and was told that ‘it was under warranty, they will just keep fixing it’. The shop kept the car for over a week while attempting to fix the sunroof, sun shade, trim, and MMI screen. When I received the car back the Sunroof still rattled, the sun shade worked, but was scratched and sagged, the MMI screen still rattled, and the trim had been replaced. Audi Frederick ordered some magical grease from Germany that was recommended by an Audi Tech for the sunroof. This took over a month to arrive. I would eventually bring the car back two more times due to the sunroof rattle (and everything else), each time they disassembled the sunroof and greased the rails. After working with an Audi tech the shop managed to get the rattle in the sunroof back to the original level, but still not fixed. On my fourth visit the shop manager, Andy, test drove the car with me and only hear a slight rattle in the sunroof. This was after the second application of magical German grease. By this point the grease would ease the rattle for a few weeks before wearing off. Andy suggested that I reach out to Audi corporate which I did. He also stated that the next step would be to send my car to a body shop to have the existing sunroof cut out of the car (my 5k mile brand new car). I will not go into the Audi corporate detail because you have likely stopped reading at this point. After two months of trying to get a response I was told that Andy and Audi Frederick reported that my car operated no differently than other A3s. I guess when Andy explained that A3s had sunroof issues that meant that rattling and popping was the baseline. Audi did not seem concerned that the next step with the sunroof was to cut part of the roof out. I recently brought the car back into the shop because the pre-sense system had stopped working, the TPMS system had given no warning when I got a flat tire, and the MMI screen was still rattling. Andy would not listen to the sunroof again. I was told the TPMS system was fine, the front pre-sense sensor was out of alignment, but that the shop would fix it ‘this time’ without charging me for an alignment, and by some miracle they applied enough felt tape to get the MMI screen to stay quiet. After I was turned down by Audi corporate for assistance with the car (but that they would continue to service the car under warranty) I contacted Audi Frederick to continue work on the sunroof. I received an email from Andy stating that they would not perform any additional work on my car and that I should find a new dealership. He was kind enough to thank me for purchasing the car from Audi Frederick. The next nearest dealership is roughly an hour away from my house. I responded asking for an explanation, stating that I could try another dealership for the sunroof issue, but that I would still like to have my maintenance performed at Audi Frederick. I received another email from Andy stating they would not do any work, warranty or maintenance, on my vehicle going forward, no explanation given. Any further attempts to resolve this issue have gone unanswered. As of now, I have a new Audi, still with a rattling sunroof, and no local dealership to service my car, even after purchasing an AudiCare contract. If you got this far, thanks for reading. Please be careful if you decide to do business with Audi Frederick. They are happy to take your money, but don’t expect them to support you in the long run. Consider going to Audi Rockville instead. They have better prices and will eventually be servicing your vehicle anyway if you dare to question Andy’s and Audi Frederick’s work.

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No
Employees Worked With
Andrew Cohen, Francis Rhea
Nov 14, 2018 -

Ourisman Volvo Audi Lincoln of Frederick responded

We are terribly sorry to hear about the issues that you had. This is extremely out of the ordinary for us and we sincerely apologize. Thank you for taking the time to leave us your feedback.

November 18, 2015

"Outstanding Customer Service"

- sassy

I have a 2013 Lincoln MKZ and I always take it to FSK, now Ourisman for servicing. The manager, Mr. Mowar( sorry spelling) is a very delightful professional, knowledgeable, people oriented person, He models the behavior which he expects from his staff and they all seem to do a good job. The person whom I deal with most of the time is Ray. He is thorough, patient, knowlegeable and pleasant as well. He is no nonsense and gives great advice. Unlike some service departments which attempt to take advantage of those without that expertise, he explains the entire circumstances and processes. I live in another town but the drive is worth the treatment and care received.

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Yes
Employees Worked With
Mr, Mowar (manager) Ray outstanding service representative
December 02, 2014

"Worst dealership ever!!"

- zanees

The service team must either be very lazy, or extremely incompetent. My new car was making creaking noises, and when I took it in to get looked at, I was told that I was probably just hearing background noise from tunnels or something. I took it to another dealership and they found out that my suspension was all messed up! How this dealership is still in operation is beyond me.....

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No
April 05, 2014

"motor leaking oil"

- vq

My problems all started here and I was told that there was nothing wrong with the car. I will never purchase another Audi! The brand new one was leaking a quart of oil every 1,000 miles. I jade to take it to Lana Audi were they had to pull the motor and replace the piston and rings. The car was always at the dealership. The worst part was Audi never made it right and I had to trade it. Now there is a class action lawsuit for all 2.0 turbo motors made from 09 to 12.

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No
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N/A
February 09, 2011

"My experience with the service center at Audi FSK has..."

- GarciaJ

My experience with the service center at Audi FSK has been poor to say the least. The staff running the front desk is rude and on one occasion I overheard them talking negatively about female drivers. The talk about female drivers shouldn’t come as a shock considering the last incident we had which completely severed our relationship with this service center. Over the summer my wife told me that she thought her car was acting funny. She said it had trouble starting and that the car didn’t seem to have the same power as usual. When she went to the dealer for service the guy running the front desk (I will update with his name when I get home) tried telling her that she must have got a bad tank of gas and that it wasn’t covered under warranty. I found this to be outrages considering he was not a mechanic and didn’t even take the car in for an inspection. Later in the week I called service center. I must have sounded pissed off which I was because they agreed to look at the car the next morning. In the end she had a bad valve that was replaced under warranty and the car was back to normal. It’s a shame that Audi FSK’s service center is so bad because the sales staff was excellent as is the car which we have had for two years. I would definitely suggest this dealership to buy a car from but under no circumstances would I recommended taking your car there for service.

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