Audi Natick

Reviews 3

AN

Aneesh Kudekar

So, I am giving 1 star because of extremely poor and unprofessional customer service I am receiving from Audi Natick since the day I bought the car and handed them the check! 1) I bought a certified 2012 Audi A6 prestige Jan 15 and Also paid for a added service contract and additional warranty approx. $4000. I never received any documentation or contract details for the same as promised while taking the check from me. I trusted Audi Natick! 2) Within a couple of months, I saw rust spots on the rear right fender and I went to Audi Natick. They took pictures of it and told me that they are going to file a claim with Audi and would get back to me soon. After waiting for a month and no call from the dealership, I went back to them on a weekend to ask if there was any update. It felt like the service specialist had no idea about this and so, he called his manager. The manager took a look at the car and said the entire right has been repainted (probably due to an accident) and hence will not be covered by Audi. Then he pretty much started acting as if I was the one who did this and I was trying to hide something!! Since it was winter time, he said "blame it on mother nature!!" I was pretty upset at this point that after paying close to $50K, within a couple of months, the dealership is not even willing to support me. I just got correction paint myself and did the paint job. 3) In September - October15, the dealership told me that I should replace my front brakes including the rotor. I did that and it costed me $1000. I dont think they did a good job as the brakes had excessive play. I first thought it is just me but, even my girlfriend confirmed this. At the same time, there was some issue with the engine start button along with the MMI buttons. Looked like someone had dropped something sticky. I went back to Audi Natick and They only checked and ordered a new engine Start button though I told them to look at the other buttons. They then made me drive my car with their mechanic to understand the brakes play issue and said that the fluid might need to flushed. This didnt solve the problem so, I was back at the dealership. Finally they found that some part had been changed/updated by Audi. They replaced it and it works fine but, I had to go 3 times for the same issue! Not expected when you look at the amount of labor charges the dealership costs. 4) In March 16, I got a warning sign saying oil level low and fill 1Lt of oil. This is around 51K miles, service due at 55K. I called Audi Natick and the service department said that my servicing was overdue. So, I said that my service settings in the car says 4000miles before servicing. That confused the person on the phone. So, rather than trying to help me, they tried to turn it back on me! I am very diligent with servicing and my car in general. Also, according to Audi experts, this oil consumption issue is not a known issue on 3.0 Supercharged engines. 5) I scheduled an appointment and went to the dealership. They topped the oil and did the inspection. I got my car back and started driving back. Suddenly, there was water drops on my head. I looked around and there was water inside which includes the front pillar, all the buttons next to the sun-roof, windows, etc. Looked like during the car wash, someone left the driver-side window open or the sun-roof open. The worst part is that the agents ask for 10 out of 10 on the AUDI USA survey after every service which is not fair! I dont expect this from a luxury brand..pretty disappointing. I think the service can significantly improved and that is why I dont recommend Audi Natick to any of my friends in Boston who are interested in buying an Audi!

MI

Michael Yaroshefsky

Had a very positive experience servicing our Q3 and buying a new A6 from Audi Natick. We bought our pre-owned Q3 elsewhere in Boston given stock limitations, but decided to go to Natick for our first major service given the positive reviews. It was worth the drive. The facility was easy to get to, easy to navigate, clean, and friendly. We got a 16 A6 loaner and fell in love, so decided to trade in and up. Paulo DiPaulo in service was incredibly professional, and the service was done on time and satisfactory. Even the valet who greeted us was incredibly courteous and professional. While the Q3 was getting serviced, we worked with Mike Pappano and Wunna Zeya in sales to find the right A6 at the right price. Mike was phenomenal to work with, miles ahead of the other popular Boston area dealer where we got our Q3 a few months ago. Mike was very knowledgable about the models, eager to be genuinely helpful and not too salesy, and gave us plenty of time and space to test drive and explore the car. Wunna helped us negotiate to the right price in a way that left us feeling positive that they were willing to work with us, and got us excited about the new purchase. The moment when I realized we were dealing with true professionals was when, after we put a deposit on a car that seemingly matched our criteria but was at offsite storage, Mike called up to let us know that when he went to go pick up the car and bring it to the dealership to prep for us he noticed something was different from what we had discussed about it (the headliner color was black, not light gray), and was totally willing to start over to find us the headliner color we originally wanted or give us our deposit back. I feel like most other salesmen would let us discover that on our own and then try to convince us to take something we didnt want. Small detail, big impression. Ended up going with that car anyway. All throughout, we were treated like members of the family. Mike helped us get the car signed and delivered on the same-day and worked around our schedule. He personally transferred over my old license plate frames to the new car with the new plates, and was very accommodating. We actually forgot to bring one of the two Q3 keys when we traded it in, and Mike drove to our home to pick it up a few days later and followed up on how things were going with the new car. Audi Natick really raised the bar on how a car buying experience should be, and the team we worked with was really exceptional. I look forward to our next purchase there.

BI

Bibo Zhou

Deep scratches on rear bumper... Make sure take pictures before you send your car to service! In fact, DO NOT do service there!!! 2 spots of scratches showing black on rear bumper after we got the car back... They denied it of course. But after 3 managers, they finally agreed to fill in the black gap with some paint. But how frustrating!!! Three years we had this car, not a scratch on her, but 2 hrs with this dealership such thing happened.. only lucky thing was that we remembered to check her before taking her back, otherwise they would never have repaired it for us.. Even so, the repair was ugly and uneven. They argued all along that they would never touch the rear during service but we were pretty sure our baby car has no scratch beforehand. Shame we didt have pictures to prove that and they tried to accuse us for the scratch but the spot is impossible to scratch during parking, driving or unloading/uploading stuff. (and all we carry in the back were groceries). (the spots are deep but no other drag marks that may suggest a drag motion from inside the van, but residue, looking like black rubber or machine oil, presented besides the spots) During dispute, we demanded to see the security tape to prove whether they touched our rear bumper or to show whether the scratches were presented beforehand, but the service manager said the ONLY manager who had access to security tapes so happened to be not at work because his wife was sick at the hospital..... What a convenient excuse! Only my husband and I use this car so we know all the usage and history. But the service managers denied everything on behalf of their service workers the minute things went bad for them. How could they be so confident? We could, with a reason, but they are just saying things on companys behalf to avoid liabilities, not because of evidence or reason. I could only imagine they dont want to know the truth. Quick money is more important than long term customer satisfaction. Further more, they agreed to lend us a loaner when we made the appointment but failed to do so because they said if we didnt do the alignment, they can return the car in 1 hour, but in fact we waited for 2+ hours in the waiting room without a loaner... Dont know what they were doing with our car by taking so long that led to this. And how rude they were to ruin my day schedule. What a bad service experience we had!!!