Earlier this week our Audi Q7 was dropped off at Audi of Santa Monica ( Been there? Rate it! ) to remedy those squeaky brakes, install a back-ordered slow-to-ship part to fix our parking brake light warning , and to pay for the windshield wipers they forgot to charge us for on our last visit.
The appointment was for 7:30, our service advisor started the order at 7:47. Audi of Santa Monica's service dept. has no indoor waiting area, so I stood outside with the other disgruntled Audi owners. "Couldn't they give us a bench at least?" the A4 owner to my right asked. I had a tailgate so I sat there.
Ken, our service advisor, was noticeably rushed and pushed through the process without stopping for breath. When the repair order was finally finished he brought up the tab we incurred on the last visit. We're honest folk here at Edmunds, scamming them for windshield wipers was not our goal on the last visit. They apparently felt differently.
Forget the fact that we've been to that dealership half-a-dozen times, and that they were now in possession of our $60,000 SUV, Ken escorted me to the cashiers window like Det. Don Brodka of the Try-n-save. The wipers were $56.72.
The call came later that day about the brakes; they were shot. The rotors, they said, were thin to begin with and were below minimum tolerances. The pads, too, were below acceptable levels. Pads sure, we'll buy that. We were skeptical about the rotors, though and asked that a senior tech have a look. They agreed and so I agreed to the quote of $1,229 for new pads and rotors.
Bad news: The Q wouldn't be ready until late the next-day as they had to have a brake sender unit rushed in.
Good news: The rotors were above the minimum clearance, they did not need replacing-- but they were worn.
Instead of picking it up late on day-two, we opted for doing it early the next. When we arrived the paperwork had not been completed. Fifteen minutes later we were out the door, and out $408.05.
This sort of service would be acceptable, charming even, at Bill's House of Chicken and Brakes. At an Audi dealer it was not.
Mike Magrath, Vehicle Testing Assistant @ 24,102 miles.
Ken, our service advisor, was noticeably rushed and pushed through the process without stopping for breath. When the repair order was finally finished he brought up the tab we incurred on the last visit. We're honest folk here at Edmunds, scamming them for windshield wipers was not our goal on the last visit. They apparently felt differently.
Forget the fact that we've been to that dealership half-a-dozen times, and that they were now in possession of our $60,000 SUV, Ken escorted me to the cashiers window like Det. Don Brodka of the Try-n-save. The wipers were $56.72.
The call came later that day about the brakes; they were shot. The rotors, they said, were thin to begin with and were below minimum tolerances. The pads, too, were below acceptable levels. Pads sure, we'll buy that. We were skeptical about the rotors, though and asked that a senior tech have a look. They agreed and so I agreed to the quote of $1,229 for new pads and rotors.
Bad news: The Q wouldn't be ready until late the next-day as they had to have a brake sender unit rushed in.
Good news: The rotors were above the minimum clearance, they did not need replacing-- but they were worn.
Instead of picking it up late on day-two, we opted for doing it early the next. When we arrived the paperwork had not been completed. Fifteen minutes later we were out the door, and out $408.05.
This sort of service would be acceptable, charming even, at Bill's House of Chicken and Brakes. At an Audi dealer it was not.
Mike Magrath, Vehicle Testing Assistant @ 24,102 miles.
stingray454 says:
12:04 PM, 01/18/08
Audi's making a good case for BMW's free maintenance program, as well as for buying lower cost of ownership luxury cars like Cadillac and Lincoln.
It's stories like these that make me happier I do almost all the maintenance and repair work on my vehicles myself. Not only do I do it right, but I save myself a small fortune in both parts cost and of course labor. In some cases I even save myself time - I can change out a set of brake pads quicker than I could drive to the dealer and wait for service, pick up the car later, arrange for rides, etc.
estreka says:
12:04 PM, 01/18/08
I'm wonder which has cost more so far, the Audi or the Ferrari.
In addition to mileage, you guys should post total cost on each blog.
texases says:
01:00 PM, 01/18/08
I've read several comments over the years on short-lived VW/Audi brake disks. May just come with the territory.
desmolicious says:
01:10 PM, 01/18/08
And the reputation of horrible Santa Monica dealerships continues...
What is it with that area? They think you live in a nice place so they can stick it to ya?
daytona_500 says:
01:16 PM, 01/18/08
Sell the Q7 already, it's ugly (at least in that color) and full of problems and expensive to begin with.
I hope you didnt return those tools that you found when you popped the hood, like I said you owe it to yourselves to keep it.
And when all is said and done, dont get another Audi long term car.
lazyhater says:
02:13 PM, 01/18/08
So dealer service continue to be horrible and people continue to think it is the best place to take their cars!
What's new?
I am totally with stingray454, I can do all maintances on my cars myself quicker then the drive to the dealer and wait for the horrible service.
skierx420 says:
02:15 PM, 01/18/08
I hope you gave the tools back. Poor tech. He (or she) had to buy those for themselves out of their paycheck. Last time I checked almost all shops require their techs to use their own tools.
ewilfong says:
02:18 PM, 01/18/08
Almost-worn rotors at 24K miles really amazes me. What are they made of, plastic? I guess such wear attests to the weight of the vehicle and the stop-and-go driving conditions in SoCal, not to mention the heavy-footed Edmunds drivers. Even with all that, 24K still seems pretty shoddy.
bimmerjay says:
02:37 PM, 01/18/08
"Audi's making a good case for BMW's free maintenance program, as well as for buying lower cost of ownership luxury cars like Cadillac and Lincoln."
Audi used to have free maintenance as well and recently discontinued it. Must have been too expensive. <ahem>
This was bad service, but not all dealer service is bad. My BMW dealer is excellent - extremely fast and efficient and I'm assigned to the same service advisor each time, so he actually knows me. They wash, dry, and vacuum the car at each visit, whether for maintenance or warranty work. Not having to pay a cent for anything is the icing on the cake.
hondacura4 says:
03:25 PM, 01/18/08
"Audi's making a good case for BMW's free maintenance program, as well as for buying lower cost of ownership luxury cars like Cadillac and Lincoln."
Well said but there are other reliable luxury/premium manufacturers besides the 2 you listed.
The bad part about the free maintenance program is that Audi started the trend a few years ago and then backed out of it starting with the 2006 or 2007 (?) model year because of the expense. It looks as if Audi (and the Germans in general) would invest in a better electronics supplier.
hondacura4 says:
03:27 PM, 01/18/08
It seems within the last few year brake rotors are getting less and less durable. I wonder why?
orangutan says:
03:31 PM, 01/18/08
Jesus. Over 1200 bucks for new rotors and pads? Couldn't you shop around and get a non-rectal-ramming price at a reputable place?
lazyhater says:
03:44 PM, 01/18/08
"Almost-worn rotors at 24K miles really amazes me. What are they made of, plastic? I guess such wear attests to the weight of the vehicle and the stop-and-go driving conditions in SoCal, not to mention the heavy-footed Edmunds drivers. Even with all that, 24K still seems pretty shoddy."
The original front brake rotors on our 97' Honda Accord lasted 170k miles.
lazyhater says:
03:45 PM, 01/18/08
"Jesus. Over 1200 bucks for new rotors and pads? Couldn't you shop around and get a non-rectal-ramming price at a reputable place?"
Why shop around when the company pays for the bill?
bimmerjay says:
04:31 PM, 01/18/08
Why shop around when that's not the point?
daytona_500 says:
04:57 PM, 01/18/08
A long term test is supposed to show what its like to live day in and day out with a certain car for an entire year. If anyone owned a Q7 and this happened to them, you can bet they would shop around for parts. So I too think Edmunds should as well, to give us an idea of what prices are. Would any one of you pay the ridiculous prices that dealers charge?
Thats why I couldnt believe Edmunds paid $600 for the Honda Fit a while ago, that was a sad joke.
boxermike says:
05:04 PM, 01/18/08
"If anyone owned a Q7 and this happened to them, you can bet they would shop around for parts." Judging from the volume of customers at Audi of Santa Monica, a few of which owned Q7s, I'd say that quite a few new Audi buyers go to the dealer for service and do not "shop around."
lazyhater says:
05:31 PM, 01/18/08
"A long term test is supposed to show what its like to live day in and day out with a certain car for an entire year. If anyone owned a Q7 and this happened to them, you can bet they would shop around for parts. So I too think Edmunds should as well, to give us an idea of what prices are. Would any one of you pay the ridiculous prices that dealers charge?
Thats why I couldnt believe Edmunds paid $600 for the Honda Fit a while ago, that was a sad joke. "
I myself is a do it yourself home mechanic. But I believe most general public just drop their cars off at the dealer to get rape, since most general public barely know the difference between a tire and a wheel, it is not easy for them to shop around for specific parts like brake pads and rotors.
This is why Edmund just drop the car off at the dealer, this reflect what most people would do.
daytona_500 says:
07:05 PM, 01/18/08
Well boxermike, I've never been to an Audi dealer before, but if what you say is true then I guess those people are pretty stupid by just paying whatever the dealer says. Of course no one ever said brains and wealth went together so I guess I shouldnt expect too much.
Anyway I can see why Edmunds just drops of the cars, but its sad to see ignorant people get scammed. To me a trip to Autozone or NAPA to find what I need would be time well spent.
SubyTrojan says:
07:54 PM, 01/18/08
Slightly OT:
When I was working at a BMW dealership, it was astonishing how often intelligence and wealth were mutually exclusive when it comes to the customers I observed. That's not to say there aren't a lot of intelligent, wealthy Bimmer drivers (I didn't write "owners" because the reality is a majority of the people there were leasing their vehicles). I was just really surprised that these people also did "the 'darndest' things"--just like knuckleheads like you and me...or just me. If you're reading this and have been blessed with affluence, that last sentence doesn't apply to you. :o)
firstwagon says:
08:12 PM, 01/18/08
I'm glad I took autoshop all those years ago. I can't remember the last time I was at a dealership and these post remind me why.
sddoc07 says:
08:35 PM, 01/18/08
This is NOT a Santa Monica-only experience! This is the AUDI EXPERIENCE! Welcome, welcome my friends to the seven levels of automotive repair hell. Where routine services cost more than open heart surgery and non-routine repairs will make you want to have a brain transplant. I've had two close friends who used me endlessly for rides, one for a VW and one for an Audi, and let me just say that Miramar VW/Audi in San Diego is no better, no actually, it is WORSE. At least you didn't get any smart ass remarks sent your way when you tried to get your service done. Welcome again!
daytona_500 says:
09:04 PM, 01/18/08
The "Audi Experience" is why I sincerely hope Edmunds doesnt get another Audi LT car. They dont have many new cars coming, only the A4 and the Q5 but really stay away from those. I'd rather see the Audi money used on a G8 GT :)
tjbeck says:
09:25 PM, 01/18/08
So let me get this straight:
The dealer makes you wait outside, is already running 17 minutes late at 7:30 in the morning, treats you poorly for coming in and paying for something they screwed up on the bill last time, tries to scam you into buying new rotors before they are actually worn out, didn't have the repair parts in stock, failed to anticipate your retrieval of the vehicle? Not to mention they employ technicians who have so little attention to detail that they don't even notice a large set of pliers jammed into the weatherstripping under the hood, and took a day-and-a-half for an oil change/tire rotation at 15k?
I at least hope the initial purchase experience was nice. The long-term intro does not mention it.
firstwagon says:
01:35 PM, 01/19/08
Edmunds should send the owners of this Audi dealership an e-mail with this blog linked.
I'd be curious what they would think of the bad service and the bad PR.
I wonder if they even know how their dealership is run.
roblaw says:
05:50 PM, 01/19/08
I noticed a very slight pulsation in the brakes of my '07 Lexus RX 350 (15,000 miles) and mentioned it to my service advisor at Thompson Lexus (PA). I thought maybe a resurfacing was needed. I heard nothing from them until the (free) dropoff (and free pick up of my free Lexus loaner) of the car was scheduled.
They replaced all four rotors and sets of brakes for free with a smile. I considered Audi when I bought the Lexus but read the horror stories about the need for repairs and the lousy dealer service on the Net. I am glad I got a Lexus and glad I got it from Thompson.
irfan114 says:
06:40 PM, 01/19/08
Very sad to hear. :( This is a brand that has been experiencing a lot of growth the past few years. If such experiences are indeed commonplace I can imagine many people opting not to repeat purchase.
redliner says:
06:45 PM, 01/19/08
roblaw
You sound like an addvert. for lexus.
True luxury is having peace of mind about your car.
kurtamaxxxguy says:
12:31 AM, 01/20/08
Most Audi dealers I have visited remind me of tiny garage shop operations, with service areas always below the standards of Toyota and other dealers I've visited. Many don't have weekend service hours.
It's as if Audi is some niche brand, sold as an enthusiast toy or hobbyist item rather than serious transportation.
Thanks for showing the real world of Audi, not the automotive press's cachet-driven vision!
mlowery85 says:
01:25 AM, 01/21/08
I have a mechanic that could have taken care of those worn rotors for $80.
$1229? They need to upgrade their crack rock.
jaguar36 says:
06:04 AM, 01/21/08
This is why I love having a BMW with their ultimate service. All service is free, including wear items like brakes, rotors, oil, filters, everything (well except for tires). Its so nice to be able to just drop your car off at the dealer and not concern yourself when the service tech says that you need new rotors or whatever. No hassle of shopping around to get the cheapest price, or worrying if you really do need rotors or not. It's free, if they want to do it, I'm more than happy to get a free set of rotors.
markleung says:
10:02 AM, 01/21/08
"Audi of Santa Monica's service dept. has no indoor waiting area, so I stood outside with the other disgruntled Audi owners. "Couldn't they give us a bench at least?" the A4 owner to my right asked."
Are you serious about that? No indoor waiting area? You should be glad that you are in CA, not in sub-zero Toronto this week...
I cannot recall seeing one dealership without an indoor wait area (in Toronto anyway). The tire shops I went to, no matter how small, at least had a couple of chairs and 5-year old magazines indoors.
firstwagon says:
06:48 PM, 01/21/08
Pretty bad when Canadian Tire service trumps a premium brand like Audi.
Best way to deal with though is with the wallet. Don't like the service, buy something else. Lots of cars out these as good or better then Audi.
evltrpl says:
01:28 PM, 01/23/08
TO EDMUNDS:
who ever took that Q7 to santa Monica "several time" is either blind or not to bright, Santa Monica audi does have a indoor waiting area with a sofa, 2 comfortable chairs with a little swivel top for a laptop. A table with chairs and coffee, water and a TV.
So yes Audi dealership have a long way to go still, but econmics, cost, land, rent, cities permits are all in the way of upgrading a existing facility. But go check out new facilities: Penske west covina, Downtown LA. to name only 2; and you will see the improvements.
Remember most lexus dealers were built from the ground up, and some BMW dealers are no better, and MercedesBenz service "attitude" is well known by any benz owner...LOL
so while the critic is easy the Art is much more difficult.