Worst Customer Service EVER
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Written by Guest
September 29th, 2008
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Let me first just say that West Broad Audi has THE WORST and unprofessional staff I have ever encountered. I dropped off my Audi convertible to have the top looked at because it wasn't retracting properly. After an hour and fourty-five minutes of waiting, the "diagnostic test" had not been finished so I had to leave and bring it back.There is a $95 "diagnostic test" just for them to hook your car up to the machine to tell you what is wrong (Import Auto Haus does this for free- I highly recommend them). Supposedly, the $95 is put toward your repair if you choose to have the work done with them. When I returned, I stated to Brad- my customer service rep-(if you can call him that)- that my car had already begun having the diagnostic test for my top and I just need it to be finished so that I could find out what part needed to be replaced to have it in working order again. I also noted that my check engine light had recently come on, but I already knew why, I needed new coils and my husband was going to replace them- so no diagnostic check was needed for that. But they could provide me with an estimate of how much it would be to just have them do it. After having my car for 2 days, I still had not heard back so I called Brad from 8 am till 11am-no answer. Spoke to secretary, kept transferring me....no answer.....left 2 messages on Brads voicemail...no call back...for 3 days!!! -He blamed it on a new answering machine...riiiiight. Finally, I got through and was told that my convertible top would be $371 to repair. $166 for the part and $205 for the labor. I told them to order the part and I would have the work done with them. They stated that I would have to pay for the part in advance, so I gave them my credit card information over the phone. Brad proceeded to charge my card for $287.00. I called to inquire and left 3 messages with no call back. Finally, after 2 days of trying every number on their website-(two of which don't work) they informed me that it was for the diagnostic fee. I reminded them that I was told the fee would be applied toward the repair and he stated "What do you think, our mechanics work for free? We had to figure out why your check engine light was flashing, that took 3 hours." I reminded him that it wasn't necessary since I was the one who told HIM why my light was flashing, I simply wanted my convertible top looked at. So, not only was my credit card charged unlawfully for work the HAD NOT EVEN BEEN DONE!...but they did not honor the original price to fix it, nor did they apply the diagnostic fee. Their excuse for not applying the diagnostic fee was "Since your not replacing your coils with us we're charging you the diagnostic fee"..though I never asked them to diagnose the check engine light in the first place. Not only that, but they informed me that I desperately needed an oil change and new brakes when the week before I had a synthetic oil change and new break pads put on. Brad is an arrogant, worthless customer service rep, and the GM, Mike Reynolds, is not much better. They will try and nickle and dime you and they're prices are 1/3 higher than they're competitors, in my experiences. I have seen similar issues with they're B.S. "diagnostic" fees posted in the past. This is my SECOND horrible experience with Adui service. RUN from this place, take your car to an Import Specialist, or if you have to take it to a dealer, go to VA beach or Charlottesville. These people are ignorant and useless.