Severely inconsistent communication overshadowed my service experience…read more
I dropped my vehicle off on December 31, and as of January 12, it is still not completed. While I understand that EV and high voltage recall work can take time, the real issue here has been persistent, conflicting, and inaccurate communication from the service department.
Throughout this process, I was repeatedly told to plan on picking the car up during the day and that work was actively being performed. However, I could see through the Audi app that the vehicle remained locked, parked outside, and untouched for over eight days, directly contradicting what I was being told. This made it very difficult to know what information was accurate and what was not.
I was also informed that a critical part would be arriving on Monday, only to later find out that the parts department had not even been contacted at that point, and that there was a 24-hour waiting period before the part would ship once the request was actually submitted. Had this been communicated honestly from the beginning, I could have planned accordingly instead of being repeatedly given unrealistic expectations.
To be clear, the technicians themselves and the complexity of the repair are not my concern. I understand high-voltage EV work requires strict procedures. The frustration comes from being told one thing, seeing another, and then later being given a completely different explanation.
I do want to specifically recognize Jordan, who assisted me with obtaining a loaner vehicle. He was professional, transparent, and genuinely helpful one of the few bright spots in an otherwise stressful experience.
I returned for another service visit related to a sunroof water intrusion issue and a service. Unfortunately, the experience again involved inconsistent communication and changing diagnoses. I was initially told the sunroof required a repair, later informed the repair had already been completed previously, and then told the issue was due to ice buildup after multiple days of inspection.
I often had to reach out myself for updates, and even the service reminder reset for the service was missed initially and only corrected after I followed up. On a prior visit, the vehicle was returned to me with the rear seat not properly secured, which required an additional return for correction -- a concerning safety issue.
The vehicle is currently functioning properly, but the overall service experience did not feel well-managed, and I had to be more involved than expected to ensure items were addressed correctly. Especially having to drive back and forth 45 min to this dealer. I really feel mis treated.
