Service that goes the extra mile - harold and jill

I have been servicing my Audis (2005 A6,2015 Q5) since 2006. My experience with their service and John Hansen is another reason why I bought a 2018 Q5 this past month. Over the years he has gained my trust because he is truthful, ethical and goes the extra mile to make sure you get the treatment you expect when buying a fine automobile. I have never had to make a return trip for any service. It has always been done the right way the first time in. Knowing we were leaving for a long trip and my concern over a cooling system/ turbo recall, he went out of his way when he saw me in the dealership to come over and reassure me that it was safe to make the trip. That reassurance meant a lot!

Third Audi, second one from this dealership - DJF/JMF

This is my second A4 from the same salesman, Ron Ayoub. Ron really knows the Audi brand and the intimate details of each model. A true salesmen’s salesman, he made the whole process very easy, and I never once felt like I was being “sold”. Buying a new car can be really nerve racking and I was having a difficult time making up my mind, these folks were patient and very helpful. I never felt pressured by them to make a decision. Also very helpful we’re team members Dwight and Alberto, who also helped me at various points during this process. The teamwork exhibited at this dealership was really impressive.

Audi Loyal for the 11th Time, Hoffman/Audi Proud - DVO

Today marks the 11th time I drove off in a beautiful new Audi but the first time I did so from Hoffman Audi of New London. The team members represented Audi/Hoffman professionally and provided support and services that exceeded my expectations. Since my sale warranted personalized attention to detail, and, in appreciation of the Hoffman hospitality, it’s my pleasure to return that favor. Service Department when Mark and I discussed the pending services that were detected. Note: I have been servicing my car for only 6 months at Hoffman, where I’ve had no experiences prior to then so, I basically was new to Hoffman and rolled in with my 7-year-old Q5 that paid for itself over the years while racking up over 25K/year! Hoffman Service Department: 1) I never ever felt inferior to customers servicing brand new high-end Audis when I brought in my Q5 with 191K miles. 2) All the service reps knew about my car and could access status of the job(s), give me updates and details whenever I called/stopped in and Mark was unavailable. Their collaboration is to be lauded. 3) Mark gets me. He always broke down service assessments into simple categories: what's absolutely necessary, what can be put off and if there were any temporary solutions he would recommend (no guarantees, of course). A few weeks back was when he and the other reps helped me weigh the pros & cons to repair my aging Q5 or consider a new car. Enter Raquel in Sales, whom Mark personally introduced me to and gave a brief overview of my situation. I cut to the chase and gave Raquel concise details on what I wanted to pay, which specs and accessories I preferred and then I sat and waited. Under that annoying pressure, Raquel connected with me a few times to assure me she was working on the options and thanking me for my patience as she was gathering the information. Raquel worked with me, focused on my preferences and she provided detailed a clear overview (handwritten) with the appropriate inventory and both lease/sale options for each. When my “simple” requirements changed based on new information on features, Raquel modified her information quickly and graciously. When negotiating the price, Raquel kept me updated on her negotiations with the general manager and that she was doing her best to earn my business as a “new” customer to Hoffman. The final figures were fair, and leasing details secured. Enter Robert Duncan, the Business Manager for leasing/financing. Robert advocated on my behalf and negotiated with Audi Finance to ensure the lease agreement was fair, the nitty gritty was included (a.k.a., absorbed mostly by Hoffman and not me!) and my privacy, finances were not exploited. Robert took the time to understand my financial profile, took the time to contact Audi Financial advocating a personalized overview that doesn’t translate from bullet points, my prior record of Audi loans/payoffs and Audi’s commitment to retaining customers were factors that complemented my obsessive compulsion to maintain exceptional personal credit. I’m proud to be an official 11th-time-over Audi client who is proudly based at Hoffman Audi of New London, where my loyalty and business aren’t taken for granted and where I’m appreciated and welcomed every time I visit. The Hoffman Team should be proud to have this loyal Audi client new to their database. They earned it.

Tony Shaskus and Zach Hoffman earned my trust - Audi

I had a not-so-great lease experience with a former sales associate, so I had written off Hoffman forever. I expressed my concerns to Tony, and to my surprise he bent over backwards to try to make things right! Zach Hoffman also took the time out of his busy day to listen to my issue. You can tell that Tony and Zach genuinely care about their customers. They will do anything to gain your trust, and take it personal when any transaction is anything but perfect. I will deal with Tony any day and am very pleased with my experience. HUGE THANK YOU FOR EVERYTHING. Sincerely, Melissa C (Wethersfield)

Be sure to work with Paolo Silva - for real - quietstorm

I've serviced my TT as long as I have owned it (10+years) at Valenti. Paolo Silva was my service advisor for many of my visits. He always took great care of me and my garage kept vehicle. Unfortunately I did not get Paolo on my 12/14/17 service although the service ticket has his name on it. I was assured that my car would be kept inside overnight for the service that should only take a day. Late the next day I called to get status and was told car would need to stay extra day due to wrong part received. This wrong part was for a service I did not authorize - but they had already begun the work. I was again assured that my carwas being kept inside. The next day when I went to get the car it was covered in dirt and bird crap. And remnants of snow! They said it was too cold for them to wash the car (it would not have needed it had they kept it inside like they told me twice). When I got it home I washed it (not too cold for me) and found some very nasty paint chips on the hood and some decent sized scratches. Very disappointed in the treatment of my car and the outright lies. Paolo would not do that - so be sure you work with him.

worst customer service I have ever encountered - Dan

I should probably go to Vegas because according to my sales guy at Audi Fairfield, there was absolutely nothing wrong with the car when he sold it to me. I mean what are the odds of a perfectly good car ("fully checked over and inspected") starting to not only leak oil but also coolant within one week after buying it, astronomical. I beat those odds. On top that what are the odds that the warranty I purchased with the car doesn't cover any of it. Beat those odds too. Yeah, do not buy a car here.