The service department is not on the same page
Where do I start? I’ve brought my Audi S5 to Valley Imports more than once, only to leave with it being in worse condition than it was when I brought
Where do I start? I’ve brought my Audi S5 to Valley Imports more than once, only to leave with it being in worse condition than it was when I brought it. The service department especially, is not what is advertised being such a “prestige” dealership. In fact I would say it’s the complete opposite. Four years ago when I had a Volkswagen, I had brought my car in a few times. I remember the last time specifically- where I got a new turbo regulator & seal put in, and a few other things. After my car was done I left, drove an hour or two, got to my destination, shut it off. When I went back to drive it, my car had no power just like when I brought it. This is a prime example of how this dealership & service department works. You bring your car in for one problem, only to find yourself back in the same position if not a worse one. The latest issues and problems I’ve had are as follows: I got a new clutch kit (no flywheel) and hydraulic line put in else where. I began to have issues with shifting, so I brought it to Valley Imports with high aspirations on getting the issue resolved and fixed. It was diagnosed as a master (already replaced once) and slave cylinder, right. I gave them the go-ahead on replacing such parts. After the parts were replaced, in which I imagine they test drove it to see how it shifted, they realized those parts did not resolve the issue in which I was having. Nonetheless, I paid $800 only to leave the shop with my car is worse condition than it was when I dropped it off. After they realized that wasn’t the issue, they wrote up an estimate of over $6,000 to have a whole new clutch and flywheel replaced. Two or three months later I had a recall to have my CATS replaced. While doing so, I had Valley Imports put in a new clutch and flywheel. Everything went well and my car drove better than ever. Two or three days after getting such parts replaced, I went to go start my car and it didn’t. It didn’t start nor did it even crank. I called immediately to let them know about the issue, only to be told I couldn’t bring my car in because the technician that had been working on my car was gone for the week doing training in Wisconsin. Now prior to the clutch, CATS, flywheel etc, being replaced, there were ZERO starter issues. There were no symptoms whatsoever of a starter going out. I emailed the service manager in regards to my issue, and also stated that I was not bringing my car in until a loaner car was available. Previously when asked if I could use one, I was told there were none available. Now this time when stating I would like one (because I wasn’t sure how long it would take to diagnose and or fix the issue) I got a statement over the phone from the service manager (John Aarfor) & it goes as follows: “Let me ask you a $64,000 question. Why do you think you deserve a loaner car? Where did you buy your car? What year is it, and how many miles are on it? -exactly. I’m not giving you a loaner car. I can get you a car to rent but you will be paying for it.” He then proceeded to backlash and argue the fact that my request was blasphemous, from what I understood; apparently. I continued to state and describe my issue with my car not starting. His attitude toward a customer, (me) whom has spent thousands of dollars at this dealership service department, was uncanny-like. After stating I had no starting issues prior to these parts being put in, he argued the fact that this issue had nothing to do with what they previously had done. Let’s not forget they put in a new flywheel, in which the starter is aligned with the flywheel, but the two had no relation with one another? He said there is no way to know unless I brought in AGAIN. What do I do? I bring it in again, only for them to tell me it’s my starter that’s “out” because they tested it. I get on the phone again with the service manager talking about such an issue. I’m told, they did nothing to make this starter go out, and that it was a “coincidence” that after my flywheel was replaced, my starter goes bad. Where is the logic in this? Again, there were ZERO starting issues prior to the new flywheel being put in. He proceeded to tell me that they will not put a new starter in for free, and that I would need to spend approximately $2,500 for this new starter. At this point, I was over it. I told them to leave my car out in the parking lot with the key in it so that I could have a tow truck come pick it up and tow it to a place that was going to be up front and honest with me. As I made the phone call to tell them to put the key in it, I spoke to a gentleman whom told me they wrote in the RO that they banged on the starter a little bit and sprayed some stuff on it, and that it starts now all of a sudden? They did not call me to tell me it started without issue, it was me whom had to call when telling them to leave the key in it, to find out it started and does start. Needless to say, to this day I have not put a new starter in, and it starts every time I want it to. This goes to show how dysfunctional, dishonest, and unprofessional this service department is. I drive an Audi S5 and for those whom don’t know, this isn’t tinker toys when it comes to parts and labor. If my car has an issue, I expect one to fix it without having to continually bring it back because of their own mistakes. During one of the phone calls I had with the service manager (John Aarfor) in regards to the starter issue, he made the statement: “Maybe we just don’t live up to your expectations.” He couldn’t be more right on his assumption. Valley imports does NOT live up to my expectations, and understandably so. This is only a sample size of what actually went on during my experience with Valley Imports. In conclusion, words cannot explain the amount of money I’ve spent, the amount of time my car has spent there, and most definitely- the amount of frustration I’ve had with such dealership. To Valley imports service department, and to John Aarfor: I hope you are more professional in the way you handle different issues and situations, and more understanding to your next customer, because quite frankly you just lost one.