New Country Audi

by ksAdudiQ7 on 09/07/2016

While I normally do not write lengthy reviews I think that my recent experience at New Country Audi in Greenwich, CT is worth sharing. It started with a very positive impression but ‘ended’ with utter frustration and immense disappointment. As I am a busy professional with little time left to attend to personal business during a regular work day I found it very convenient that I could schedule my 55k C service online and could indicate what particular services I would like to have performed. I even got the 8 am slot on a Saturday which suited me nicely as I depend on my ‘wheels’ every day. I arrived at the dealership in the morning and was referred to a service advisor who would be looking after my needs. When I check-in the vehicle and stated the mileage – over 100k by now – I was told that I am due to the big service which will run close to 1,000 USD. I agreed but was actually a bit surprised that no reference was made to the specific services indicated in the online order e.g. a/c freon refrill to name one. I also stated that I would need the left rear door handle bracket repaired as it had come loose. Well I was under the impression that a reputable dealership of a luxury brand would most certainly look after my vehicle appropriately. I was told that the car would be ready by 3 pm. I ran some errands when around 1 pm I received a call from the dealership stating that the team had not even started to work on the car yet and that it would not be ready today. I was asked if I could leave it in over the weekend. I was not really happy about the news but what to do? I was offered a loaner vehicle or that I could rent a car and get reimbursed later. I opted for the loaner as I had no time to go and look for a rental. On Monday during the day I received a call from the service advisor informing me that the battery had failed the load test and that it should be replaced. I was a bit puzzled as I had a new battery installed a year ago. The price quoted for the battery and installation was USD 477. I agreed to the change and asked for a copy of the load test report and for the old battery back as it was under warranty and I was going to return it. I was also quoted that the handle bracket repair would cost close to USD 700 which I declined. Due to a busy work schedule in the office I could only make time available on Wednesday early morning to collect my car. I paid a hefty 1,500 k for the service and was shown the battery load test report. When I asked if the old battery was in the car I was told that it was not as it is company policy to keep the battery which would be refurbished and resold or reused – I don’t recall exactly. If I wanted it back I was to pay a core charge and the service advisor was not sure if my battery could even be still located. I was seemingly unhappy and stated that I had specifically stated that I wanted the old battery back as agreed to on Monday. After all it was still my property, no? When I walked to the car I noticed a very prominent dent and scratch next to the driver’s door handle. I reported same to the service advisor who took the check-in sheet and there was no marked damage in the vicinity of the door handle. So it was obviously a new dent. For completeness I would also like to say that the car battery of a Q7 is under the driver’s seat which had to be removed for the battery replacement. When I started the car I noticed that the warning light for the left rear brake light was on. I reported this incident to the service advisor as well who simply stated that this must have happened just now and that the dealership was not responsible for the repair. I stated that the lights were working perfectly ok when I left the car and that I don’t see why I should be held responsible for the repair. As I was late for work I left but received about an hour later a text message from the dealership that my battery was found, that they core charge for returning the battery will be exceptionally waived and that I can bring the car for a fix of the brake light. Some positive news despite the hassle earlier that day. I returned with the vehicle the following Saturday for the repair of the brake light. After about an hour I was told that the socket of the bulb had ‘molten or corroded’ and that the whole tail light assembly had to be replaces which costs a bit more than USD 400. Unfortunately the spare part was not in stock and I left. I sent several follow ups to the service advisor to inquire on the repair of the damage (dent and paint scratch) and the brake light. After all I handed the car over in good condition and would expect that it would be returned in same. Unfortunately, till today, the only replies I got from Audi Greenwich was … we did not damage the car otherwise we would repair same… about the brake light issue ‘that is nothing a few hundred dollars could not fix’ .. and similar rather unfriendly if not rude replies. I am by no means an automotive engineer or electrician but when I eventually had a look at the brake light I found neither a corroded nor molten socket. As a matter of fact they all looked perfectly ok. I also inspected the bulbs and did not find one that was not in serviceable condition. As a matter of fact once I installed the bulbs properly the brake light was and still is working perfectly ok. Now my question, was Audi Greenwich trying to get a USD 400 repair done for a brake light that was not broken to begin with? Was it a way to get back to a client who expressed his disappointment about the service received? Audi had no issue to hand back a car to me with a broken brake light although the invoice clearly reads that ‘all lights were checked’ and a ‘road test’ performed. Is that proper duty of care on the part of the dealership? As far as I am concerned I am very disappointed in the way I was treated, that my inquiries were rudely ignored, Audi not standing up to its promise to repair a dent that was caused while the car was under its care and trying to charge me for returning my own battery. Actually I wonder if the battery was actually ‘faulty’ or if the dealership just sneaked another 400 USD repair in – as would appear was tried for the brake light. I will most certainly not return to New Country Audi in Greenwich, CT. I can only imagine what other ‘parts’ would suddenly need to be repaired.

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by Hubbard7 on 10/21/2014

I've had horrendous experiences with 2 Audis I've had serviced at new country. They can't properly diagnose problems; try to charge you for the time they waste trying to diagnose problems; argue with you there is no problem; and ultimately don't fix problems. Recently they had my car for a week to replace the steering rack; right after I picked up car problem still occurred- they hadit another week claiming problem was electrical and they were bypassing something; went to pick up car and there was a big dent in the door. After they checked records to make sure it wasn't there when I brought it in, I had to bring it in for another few days for a local body shop to repair. Another time I shied up around closing; signed paper work; was told car was being brought around and to wait out front; car was never brought around; service center was locked up and everyone left. I had to go across the street to get the sales manager help me get my car. Never again....

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by unhappywill on 04/13/2014

I own a 2011 Audi Q5. All service was performed at New Country where I bought the car. Early on we had issues with oil consumption, above the norm. We bought an extended warranty to 100,000 miles. At 82,000 miles the pistons had to be replaced. At 103,000...yes 3,000 miles over the warranty, on a $42,000 they tell me the compression is bad and it is my problem. So, this is a luxury/premium brand that sold me a car that would last me to at least 200,000 miles and at 3,000 miles over the warranty it is essentially useless to me unless I replace the engine. Wow, how to loose a loyal customer for life. Oh, by the way, I purchased 5 cars from this dealership since 1999, I guess loyalty means nothing to them. Why would I ever say a good thing about Audi or New Country again? They are spineless, unwilling to acknowledge that the service history leading up to the ultimate compression diagnosis should have been detected and dealt with when the pistons were replaced at 82,000 miles. Reprehensible, New Country, you should be ashamed of yourself.

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by miketchk on 07/26/2012

I have using the service department of the New Country Audi for years, since it's very conveniently located for me and there are very few alternatives available. However the service is just beyond bad. They can tell you they fixed and tested, and after you get the car you see the problem right where it was. They can simply forget about your car. They can forget to assemble it back properly... I could go on and on. When you speak with them, they would apologize and promise to make it all up... And the next time the same story repeats again and again.

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by 9734 on 03/03/2009

my experience was absolutely horrible. not only is this service facility drop off area crowded and unorganized, they are very quick to diagnose very expensive repairs without fully inspecting your vehicle. also, they return your car in poor condition after servicing - dirty, grease marks left on interior of car, etc........i would not recommend this facility for servicing your audi......go to fairfleid audi as they are extremely professional and extremely courteous.......

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by Phil999 on 01/05/2009

Good but very pricy. Needed for my A6 Engine coolant temperater sensor, which should be covered by Audi, but was out of warranty by 1000 miles. There quote just for the part was $44+. With installation the total price was quoted at $325.00. Ordered the part for $14. and had my local gas station put in in for $35.00 (five minutes work). All prior service covered by Audi was good.

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