Credit where credit is due: Frank and Kim made it right. - arvin_yan
Credit where credit is due: Frank and Kim made it right.
After the direct involvement of General Manager Frank and partner Kim, my situation was finally resolved quickly and professionally.
Kim personally called me to understand everything that had happened and immediately began working toward a solution. They not only reimbursed the $2,000+ I had paid to Mercedes because of this situation, but also provided an additional $500 as a gesture of goodwill to bring the matter to a fair and complete resolution. To me, that demonstrated a genuine commitment to making things right rather than simply closing a case.
To be completely honest, before I was able to communicate directly with Frank and Kim, I was genuinely anxious as a customer and had no idea how the situation would ultimately unfold. Wanting to better understand my rights and the appropriate way to move forward, I even sought legal advice. Looking back now, I'm actually grateful for every conversation that happened along the way, because they ultimately led to direct communication with Frank and Kim—and from that point on, everything progressed remarkably quickly.
I also had the opportunity to speak with Frank personally. What impressed me most was not the financial resolution, but his honesty. He spoke candidly about how the situation had come to happen. As a small business owner myself, I understand that every company genuinely wants to provide outstanding service, yet sometimes things simply don't unfold exactly as anyone intends. More important than the situation itself was the willingness to communicate openly, acknowledge what happened, and stay committed to resolving it. Frank's sincerity genuinely changed my perspective.
The resolution itself included a few unexpected twists. I personally picked up the first check from Audi West Covina, but unfortunately my bank was unable to deposit it. After I contacted them, they immediately mailed a replacement the very next day to save me another trip. Unfortunately, the second check encountered the same issue. Once I reached out again, we mutually agreed that a wire transfer would be the most efficient solution. They arranged it immediately, and I received the funds today without any further issues.
Although the process took a few unexpected turns, Frank's transparency, Kim's efficiency, and the coordinated efforts of everyone working behind the scenes ultimately made all the difference. Their commitment to seeing the matter through until every detail was resolved completely changed my impression of Audi West Covina.
Both in life and in business, problems can arise despite everyone's best intentions. What truly defines a company is not whether challenges ever occur, but whether it is willing to face them directly, communicate openly, and remain committed until the customer genuinely feels the issue has been resolved.
I sincerely wish Frank, Kim, and the entire Audi West Covina team continued success. I hope the dealership continues to grow and that more customers will experience the same level of commitment, professionalism, and integrity that I ultimately experienced.
Read More
Dealer Reviews
Cars for Sale
Dealer Log In