Words cannot fully express my deep dissatisfaction with the service I have received at Audi Richmond Virginia. My experience with your service department has been marked by negligence, unprofessionalism, arrogance, and a blatant disregard for customer care, both from your current service manager and the dealership's General Manager.
Despite my efforts to resolve these matters amicably and directly, I have been met with indifference, avoidance, and what appears to be a complete failure of accountability on the part of your management team. I have outlined below several specific incidents that speak to the systemic issues at Audi Richmond VA:
Wheel Damage and Improper Tire Balancing:
After having new Michelin tires mounted and balanced, my previously flawless rims returned with noticeable scratches, despite prior documentation and photo evidence showing no damage. I was told by your service manager that such damage is "normal" and, incredibly, was advised to take my business elsewhere if I didn't like it. Even worse, I experienced significant vibration when driving home. Your technician claimed the tires were defective and could not be balanced, and that I should return them. Yet when I brought them back to Discount Tire, they corrected the balance immediately. The car rides perfectly. This raises serious questions about the competence or honesty of your service staff.
Spoiler Repair Delays and Lack of Communication:
A warranty-covered replace/repaint of the rear spoiler resulted in bubbling and required a second repaint. This process dragged on from December to March due to poor coordination between your department and the body shop. I had to personally intervene with the body shop to get answers and coordinate activities. The service manager again proved to be unhelpful and dismissive. It took from December to March to resolve this issue.
Paint Damage from Unauthorized Car Wash:
Despite my explicit request not to run my car through the dealership's car wash, it was done anyway, resulting in numerous scratches, including one deep gouge on the bumper of a vehicle that was less than six months old. While a car detail was offered, it failed to correct the scratch on the bumper. Your service manager refused to take further responsibility, and the scratch remains. Pre-service inspection photos clearly show that the scratch did not exist beforehand.
Windshield Damage Denied:
While Audi had my car for warranty work, my car's windshield sustained a deep scratch. Photos taken before the service show no such damage. Audi Service manager, however, has denied responsibility once again.
To the GM of Audi Richmond, I made several attempts to speak with you directly about these matters, including written messages and voicemail requests to meet with you, but you have not responded. Your one text message, "Audi Richmond will no longer service your vehicle under any circumstances,' clearly summarizes your attitude and professional demeanor. As the top management at Audi Richmond, I would think you would be interested in direct input from a customer that would enable you to assess the performance of your service department and initiate corrective action. Instead, you avoided me at every opportunity. Your silence and avoidance strongly suggest an unwillingness to take responsibility or even to engage with dissatisfied customers.
Based on my experience and after reviewing similar online complaints, it is clear that Audi Richmond has a chronic customer service problem. Your current attitude, "if you don't like it, go somewhere else" is entirely unacceptable, particularly for a brand that positions itself as a premium automotive brand. Once again, the issues that I have listed above were entirely caused by Audi Richmond.
Your lack of responsiveness and the failures of your service department have left me with no choice but to take these next steps. I will issue a formal complaint to Audi Corporation, the BBB, and other applicable organizations. I hope this letter serves as a wake-up call to the serious concerns your customers are raising. read more
