Frank Norollahi

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 person 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. More

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⭐️☆☆☆☆ Systemic Operational Failures, Financial Profiling, and Hostile Delivery Environment I am a first-time Audi buyer who purchased a 2024 Audi Q4 e-tron Sportback. While the vehicle engineer Profiling, and Hostile Delivery Environment I am a first-time Audi buyer who purchased a 2024 Audi Q4 e-tron Sportback. While the vehicle engineering is excellent, the culture, ethics, and conduct of the management team at Audi West Covina are a severe liability to the brand. If you intend to utilize outside financing, protect your budget, or decline high-margin dealership markups, prepare to have your transaction deprioritized and met with managerial hostility. The 5-Hour Administrative Delay: My transaction was a direct cash-draft purchase. My wife and I arrived highly prepared, required no test drive, and explicitly declined all back-end aftermarket products. Despite a straightforward transaction, clerical errors on the dealership's end forced us to input our private financial data over 8 separate times, dragging the process out for a grueling five hours. During this delay, Sales Manager Nick Marino openly stated to us that outside credit union transactions "make it difficult for the dealership to make money." The Communication Blackout: Because our purchase occurred on a federal holiday, the vehicle was held until the banking window opened. On Wednesday morning, our lender (SchoolsFirst) officially cleared and funded payment for the exact contract amount. Once Audi West Covina secured our full payment, management initiated a total communication blackout. Sales Manager Chris Blair systematically ignored my phone calls and left messages unreturned, keeping our vehicle inaccessible while we accumulated daily loan interest on a car they refused to release. The Hostile Delivery Environment: On Thursday, the dealership missed its own self-imposed 11:00 AM resolution deadline to arrange my delivery. Frank Norollahi then offered to secure an Uber for me. After waiting over an hour for the link he assured me he would send, I secured my own transit and arrived on the premises. Although I informed them that I was on my way, I was left standing outside in the parking lot for over 20 minutes. When General Manager Frank Norollahi finally emerged, he offered zero professional courtesy or apologies. Instead, he became aggressively defensive, combative, and hostile when I expressed how disrespected my family felt throughout this process. The undercurrent of classism and financial profiling was unmistakable. The single professional element of this entire business was Sales Consultant Liz Reyes, who was exceptionally helpful and communicative. Unfortunately, her standard of service is completely overshadowed by the toxic behavior of her superiors. Neither the dealership's upper management nor their internal goodwill offers have adequately accounted for this hostile environment. I have successfully bypassed this local showroom to engage Audi of America’s Corporate Executive Consumer Relations team to handle this transaction's remediation. Avoid this facility at all costs and take your capital to an Audi dealer that respects consumer rights. More

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I just had a very bad experienced with Audi West Covina when I turn in my 2023 Audi Q5 Lease today. After return lease completed, I asked an associates if the could drop me off home which is about 2 miles when I turn in my 2023 Audi Q5 Lease today. After return lease completed, I asked an associates if the could drop me off home which is about 2 miles away. The associates first said they do not have drop off service and I said I would write a review about my experience of today then he said they would call Uber to drop me off which I thank him. A angery sales office manager came said I am doing an extortion about writing a bad review and ask me to leav "get out of here". I told him I am only writing what happy and my experiences of lease return to Audi West Covina. I then left. I believe he is a very very bad manager and a mean person fro Audi dealer. More

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