Lorena Martinez | Page 6

I am not familiar with this dealership, but my car Audi Q5 broke down on my way to see family in Rancho Mirage, I had my car towed to the dealer and the service cashier was there and was very helpful in ge Q5 broke down on my way to see family in Rancho Mirage, I had my car towed to the dealer and the service cashier was there and was very helpful in getting my car set up for service. This was on a Saturday and the dealership is not open for service on Saturday which I don’t like. Most people have to work, and Saturdays may be their only option. My car is a 2017 and I don’t always use Audi dealerships for my service since it is very expensive and have had services recommended that did not need to be performed from another dealership. I was contacted on Monday about my car and Lorena was a service advisor. She said they were going to look at my car, but they may not get to it that same day which was fine with me because I was in town until Wednesday. I received the the link to verify what was found from the EPC and engine light codes The service person performed a point check and found the reason why the car had that status. He indicated two connectors were not properly seated, which was from a service I had performed from another mechanic two days before he was able to push the connectors back into place which corrected the error. During the inspection, the technician also found a with a leaking boot gasket. I approved the repair on Tuesday 4/7 All of this was done through text messages with the dealership. On Wednesday 4/8 I received a text in response to my approval and was told parts were ordered for what was found Tuesday And though I was going to leave Wednesday, I’d approved the repair and could wait. I responded back and asked when the car to which I did not get a reply. I called the dealership and left a message for Lorena to call me so that I can figure out what was happening. It was almost 4 o’clock and I didn’t get a response as to when she thought the car might be ready. She did not call me back and so at 4:55 I called again. I got a hold of Lorena who said I got your message and called you at four. I have no messages no voicemail and no record of calls. I have an iPhone. It’s very easy to go back and look at your call log even if I’ve deleted a message. There was no call from her so she kept insisting which means that she’s saying I’m lying. She did not call me. I also told her she wasn’t responding to my text and she said oh maybe I’m not. You know if there’s something wrong just excuses. I actually screenshot it and sent her the text messages I have been sending. She told me the car would be ready Thursday by noon I went to pick up my car and when I walked in was directed to the service cashier, I worked with her again. She was very nice and remembered me from when I dropped my car off and we talked about the mess and everything and I was happy to have my car back. From what I could see, there are two women that work in service one woman at the front area directed me to the service cashier and then was helping another customer. There was another female service advisor who never looked up from her computer or acknowledge there was anyone in there even though she should’ve been able to hear our conversation and she knew I was coming to pick up my car. It seems like it was just another lack of acknowledgment and customer service. I get a message in the afternoon from Lorena who said oh I missed you when you picked your car up. I responded and said yes I picked my car up. There were two service advisors there that were a female so likely you were one of them. On Friday I get another message from Lorena asking me how my drive was and honestly, I already knew what was coming a survey and now I’m getting much more attention than I did when my car was there. I have worked in the service industry for 30 years first in customer service, working at two dealerships while going to school. After I spent 25 years in HR. All of this has my expectations of customer service to be at least to be satisfactory. More

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The Audi Rancho Mirage team services 2 vehicles for me. Chad Ingram, service manager and Lorena Martinez, service adviser are great. They know my cars well, always remember me when I come in for service Chad Ingram, service manager and Lorena Martinez, service adviser are great. They know my cars well, always remember me when I come in for service and communicate very clearly with me. The entire service department is super friendly and welcoming. Buy far my favorite dealership! More

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Service was great Lorena couldn’t have been better she is the best thanks will return for work on my audi the best thanks will return for work on my audi More

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Lorena is always extremely professional, knowledgeable and pleasant. I wouldn’t work with anyone else. and pleasant. I wouldn’t work with anyone else. More

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The service at Audi Rancho Mirage is always top notch. Lorena Martinez, is friendly, efficient and professional, always appreciatesd. Lorena Martinez, is friendly, efficient and professional, always appreciatesd. More

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Excellent service always! Kind and helpful service department and sales associates! Special shout out to Jason Preston and Bryan Fitzpatrick! Kind and helpful service department and sales associates! Special shout out to Jason Preston and Bryan Fitzpatrick! More

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The team did a great job identifying all of the issues and making sure I understood each issue before doing the repairs. and making sure I understood each issue before doing the repairs. More

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I always have a great experience with Lorena Martinez and the service team. They make it easy! the service team. They make it easy! More

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Easy in and out - good service - i wish it was closer to PS! Loaner would be great as well especially for warranty and recalls PS! Loaner would be great as well especially for warranty and recalls More

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Lorena Martinez is always helpful and thorough. And a free car wash! 100 point inspection lets me know what issues I need to address.. And a free car wash! 100 point inspection lets me know what issues I need to address.. More

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