aquarian

My most recent experience at Bellevue Audi (Barrier Audi) was the worse of all times since owning an Audi in 2007.

Long story short:
Took in for the steering wheel column noise and the rear left C-pillar trim around glass coming loose. Dealer replaced the steering column and the noise is still there. They ordered a new c-pillar trim and while replacing the trim, the airbag light came on. They ordered a new rear seat belt but that one didn't work. The best part is that on the report, it says I complained about the airbag, which I never did. So they ordered another one. I dropped it off this Monday and I just picked it up today (Saturday). From a brief examination, the technician didn't even attach the weather seal on the c-pillar properly. Additionally, the steering wheel is now off-centered.

What an awesome service. I should not have complained about little things as the dealer created more problems for me.

My question is, who is the best person to talk to about my dealer experience and how can I make sure the same technician doesn't touch my car in the future again?

fkaufman

First talk to the service manager of the dealership.
Next to the owner of the dealership if needed.
Next to the regional service manager at Audi head office if needed.

If it is a problem with one tech, the dealership will take care of it.

If it is a general dealership attitude issue, go to a different dealer.

I buy cars from a particular dealership because I can't get a better price anywhere else, but take it for service to a different dealer where they are honest and do an excellent job.

aquarian

I used to have a very good relationship with a particular tech as he was my R8 tech. Now he's been promoted to be an assistant shop foreman so I can't really deal with him directly anymore. I don't think it's the dealership attitude issue. I think they are trying to satisfy the clients for sure, but I believe whoever worked on my A7 was incompetent. Just sloppy work.

As of now, I am going to correct the steering wheel issue myself and call it a day.

Mitodad

Is this the same dealership you have gotten all your Audis from? If so, I would think that customer loyalty deserves some respect given that the R8 is your third based on former and current profile pics. If you can't deal with the asst foreman, I'd suggest service mgr. good luck

aquarian

Ok, I am seriously pissed. The tech didn't even feed the seat belt correctly through the seat belt guide, resulting in binding of the belt whenever the belt is used. I had to open everything up (see photos) and re-direct the belt through the guide properly.





Incorrect way





Correct way





What's up with all of the duct tape???





What's up with all of the duct tape???





Spent 10 min to get to this stage.

Adamcm

Bring you car to my shop, German Car Specialists. We are located 4 miles south of Bellevue Audi. We offer free shuttle service and complimentary loaner cars.
German Car Specialists: Bellevue, Seattle & Kirkland WA
425-644-7770
12408 SE 38th St, Bellevue WA 98006

aquarian

My wife's Q7 has been serviced at your shop before. Brake pads and rotors I believe a few years ago.

Adamcm

That's good to here, how'd we treat you?

Alex

Yes, talk to the service manager. If I were you, I would also contact Audi USA customer support considering the extremely poor service quality and potential safety issues. But the dealer is not going to like you after that. One thing to keep in mind though: Since you opened it up yourself and did some work, the dealer may deny any wrongdoing on their end.

Mrclopec

I agree with Alex. Talk to the service manager. Show the photos of the duct tape inside of your car (I still can't believe that). Remember this - telling a dealer they won't get any more of your business won't get you anywhere with them. There will always be new customers. But if you tell them you are not *completely satisfied* and it will reflect as such on your survey when it arrives in your email, they will jump through hoops to resolve the matter. You will almost not believe how quickly they will act. All dealerships in the states are franchised and get funding from AofA based on their customer satisfaction surveys. One 99% satisfied review jeopardizes this. My intent is not to give you information that will help you pull one on the dealer but instead provide you the necessary means to ensure you are treated honestly and fairly. And this information works both ways. When you get good service from a dealer, always make sure you fill out the survey reflecting as such. Credit is due where it is earned. Besides, who doesn't love an attaboy for a job well done. I hope your situation gets resolved and that everything works out.