Infuriating experience with a Certified Pre-owned purchase
05/28/18 - I purchased a CPO 2015 Audi S5 Premium Plus from Denis Kaganovich at Audi of Palo Alto. After the test drive but before purchase, I noticed a smudge had dissolved through the clear coat on the right front quarter panel, between the headlight and wheel-well. Denis stated that he could have this repaired if I brought the car back another day when his paint professional was in the shop. 06/19 - I took the car to a paint correction shop to have it evaluated for a ceramic coating application, and to inspect the smudge. The specialist noticed that additional parts of the clear coat were peeling, specifically around the left window trim along the roof and the right corner of the truck lid. He took measurements with a micrometer and discovered that both of those panels had been repainted (~250 nm instead of ~130 nm on the rest of the body panels, photos attached.) He suggested the cause of the cracking and peeling was most likely due to the rubber trim being reinstalled before the clear coat had time to properly dry. The clear coat then partially adhered to the rubber trim instead of the paint and was subsequently cracked when the rubber trim expanded and contracted under temperature fluctuations. He stated the clear coat needed to be fixed before he could proceed. 06/20 - I delivered the car to Audi of Palo Alto to have them address the paint issues, as well as replace the left door puddle light, and brake pads / rotors. 06/26 (6 days) - Audi of Palo Alto contacted me to confirm that the brakes and door light were fixed, and denied my request to have the peeling clear coat covered under CPO warranty. 06/27 (7 days) - I contacted Audi of North America. The representative was surprised that Audi of Palo Alto denied the repair and stated that the dealership was responsible for fixing the paint, as the first 30 items on the CPO certification checklist specifically address paint quality. I contacted Audi of Palo Alto and shared what Audi of North America had advised. Audi of Palo Alto returned my call later in the day, stating that "after searching through our service records for the vehicle, we discovered that while prepping the vehicle for resale, we did in fact have the trunk and driver's rear quarter panel and roof repainted at our partner body shop." They then agreed to have the clear coat repaired. 07/12 (22 days) - Audi of Palo Alto called me to state that the car was ready for pick-up. I arrived the same day to discover that their partner body shop failed to remove the peeling clear coat, and instead simply applied new layer of clear coat over the cracked and flaking old clear coat. The result was uneven, pocketed, bumpy, and had the appearance of wet paint dripping down a wall. There were also new scratches on the hood, trunk, and left roof rail. The inside of the left door, and driver's seat were covered in smudges of a white residue. I took photos of the affected areas (attached below,) told my service adviser I would email him that evening, and left the car with Audi of Palo Alto. I sent the following email to my service adviser 2 hours later: "Good afternoon John, Thanks again for sticking around to chat with me today. Attached below are some photos of the problem areas. I highlighted them with yellow squares. To be frank, I'm not feeling confident about taking the car back to your partner body shop. They caused the original issue by rushing the clear coat drying process, and then followed up with this poor job despite having the car for almost 10 days. If possible, I'd like to explore having the paint correction completed at a body shop I trust. Active Auto Body is located in Sunnyvale, and has done excellent work for folks in my Audi group, as well as serviced many vehicles for Google. I'd appreciate your manager Peter connecting with Chuck to discuss who would cover Active Auto Body's invoice. I'll be getting a rough estimate from them tomorrow, though they'll need to see the car in-person to finalize it. Please let me know if Peter has any questions or concerns about this plan. Thanks again for your help and understanding John, it's greatly appreciated!" 07/13 (23 days) - I called Audi of Palo Alto to confirm that they received my request. No answer and no reply. 07/16 (26 days) - I called Audi of Palo Alto to confirm that they received my request. No answer and no reply. 07/17 (27 days) - I received a call back from Audi of Palo Alto. When I mentioned the email, my service adviser stated he didn't know what email I was referring to, but that he would check. He then stated that he hadn't checked his email and that he was just reading it for the first time. He then stated that he had already sent the car back to their partner body shop for repairs. I expressed my disappointment and he apologized. He then recommend that we wait until the body shop finished repairs before deciding next steps and that the car should be done by 07/24. 07/24 (34 days) - I called Audi of Palo Alto for an update on the vehicle. No answer and no reply. 07/25 (35 days) - I received a call from Audi of Palo Alto. My service adviser stated that the vehicle would be ready 07/27. 07/30 (40 days) - I still do not have possession of my vehicle, and haven't received any updates since the 25th. I have owned the car for 9 weeks (63 days) and it's been out of my possession for 6 weeks (40 days.) I just made a monthly payment on a vehicle I haven't been able to utilize for the entire duration of that payment period. Audi of Palo Alto, while not directly responsible for the quality of the original repainting, nor the botched fix, is still accountable for the services and partnerships they associate with and expose their customers to. This has been an infuriating experience with Audi of Palo Alto. Subsequently, this negative impact extends beyond Audi of Palo Alto and has influenced the perception of the Audi CPO program, as well as the Audi brand as a whole, for myself and those within my social sphere. This is not the treatment nor experience I expected when joining the Audi family.
After a week I bought Q5 car engine broke up!
I bought a Q5 in Audi Palo Alto, but after a week the car engine broke up. Probably they just sold me a broken car!!! After six days they still didn't solve the issue and didn't explain me anything. They connected me to Audi USA, but they also didn't answer my email! I tried to call to service again, and they have a day off! They don't care about customers. How can I trust this company after this? I paid for the car and have no car now. Thank you...¨Hope Audi Palo Alto or Audi USA will do something about it.
avoid Audi Palo Alto -- no sales integrity
Based on my experience, I would not recommend anyone to buy a car at Audi Palo Alto. I had the worst (attempted) car buying experience there recently. After doing on-line research, I decided to buy a certified, pre-owned Audi A6. I test drove a couple of cars at local dealers and was pleased with them. I was having difficulty finding an A6 that met the specs which I was looking for, specifically a 2015-2017 model year, low miles, one owner, fair price, etc. On January 31, 2018, I thought I found the right car for me, but little did I realize that it was at a dealership with zero integrity. That morning, I called Audi Palo Alto and informed them that I was interested in buying a 2017 Audi A6 which they had listed for sale on the internet. I spoke to the sales person named David Young. After gathering more information about the car, such as the car fax info & the CPO inspection report, I told David that I would like to purchase the vehicle. We haggled a little bit on the price, and David agreed to sell me the car for $38k. David got confirmation from the desk manager, Chuck, and we agreed that I would come in to Audi Palo Alto that day, and that we had a deal. In talking with David, I explained that I live in Folsom, and that it would take me a couple of hours to drive down to Audi Palo Alto to purchase the car. David understood and told me that hed get started on the paperwork, and asked me for various pieces of information, such as my address, etc. I made it very clear to David that I would get a ride asap down to Audi Palo Alto to complete the paperwork and pay for the vehicle. He knew that it would take me a couple of hours to get there, and he said the car would be held for me, so that I didnt arrive to find out that the car had been sold to someone else. I even texted David as I left to again confirm that I was on my way and that I wanted him to confirm that the car would be ready for me to buy when I arrived in a couple of hours. Well, you guessed it after I left work at lunchtime and half way into my trip down to Palo Alto, David called me to inform me that someone else was looking at the car now. My immediate response was, tell the other potential customer that the car is already sold, because we had a verbal agreement that I am buying this car, and Im already on my way. David says, too bad, I think the other party is going to make an offer. I then get transferred to Chuck, who tries to tell me that the other people have been looking at the car for a while, yet nobody ever mentioned this other potential buyer when I had been asking all of my questions about the car, agreeing on the price, etc. Chuck proceeded to rudely hang up on me, since he had no good explanation for why the car shouldnt be sold to me, as per our earlier phone agreement. I proceeded to call Audi Palo Alto back and spoke to a different manager who was of no help. I asked to speak with the general manager, Sven Wood, but he was busy and could not talk to me. Hours later, I received a call from Mark Moore, yet another manager. He was sympathetic and acknowledged that I was screwed in this situation. But it was too late, as the car was sold to the other party. I pointed out that Audi Palo Alto had another 2017 Audi A6 with very similar specs, and asked for that car to be sold to me instead, at the same price previously agreed upon. Mark pointed out that the other Audi had an additional Cold Weather Package, with a sticker value of $1500, so they couldnt match the same price. In my opinion, the dealer couldve eaten that cost due to the poor customer experience. Instead, the best offer they would accept for the second car was $3500 higher than the previously agreed price for the first car. I said, no thanks. I will never try to deal with Audi Palo Alto again, and I caution any potential car buyers from going there.
My New S3
Although they are in the middle on a construction project, I was really impressed with how nice and friendly everyone was. They excused the mess, and showed me their plans for the new building. Their prices were great, and they really made it easy to buy a car from them. I wasn't 100% ready to buy a car the day I went it, but they kept me informed and a couple of weeks later when I finally made a decision, it was a super easy process. Would suggest giving them a try if your looking for a new Audi. Thanks Audi Palo Alto. I love my New S3. Fast, Fun and a great deal. Coco
Horrible experience with Audi Palo Alto service
I leased a new 2015 Audi A3 Cabriolet from Audi Palo Alto in October. A few weeks back as the car was climbing a hill enroute to Lombard street in San Francisco in Traffic, it started slipping backwards and refused to accelerate upwards. The cars behind me naturally honked and drivers were mad at my car not only blocking traffic but slipping backwards. When I switched off the car and tried restarting it would not start for 10 min. After 10 min, it started again and went up 100 feet and again slipped backwards. Somehow after an hour long traumatic experience, I got out of the hill. When I contact Audi to service the car, I was initially asked to take an appointment and no one at the dealership's service team took my call. Finally I found them and after testing the car, they told me there was a fault in the car's mechatronic system and that the part had to come from germany. After 2 weeks, they said they got the part and completed the repairs. I took the car and when I tried starting it after a few days, I got a transmission error message again. Wierdly, with my other set of keys, the car worked fine. When I tried contacting Audi, again no one responded. the service agent I worked with - Greg- never answers to my voice mails. Overall I feel cheated and disappointed with Audi with a bad car and pathetic service...Audi refused to terminate my lease too....
Im quite shocked at all these great reviews I have read here, We, before we went down there a sales man told us on the phone to "come back when we had enough money " just be cause we said it was a bit pricey. then during the sale they brought in a ringer who tried to buy it out under he said in a loud voice at his desk they were going to put 17,000 down, the other salesman took the keys out oF my hand so they could test drive it, while we tried to negotiate on price.. so we couldn't and this is a standard used car sales trick. but my lady wanted this one because it was the only black one in the bay area. 38000 for a 2011 model is too much but we never stood a chance against their tactics. we were told not to report any issues for 1 month on the warranty as they had to pay out of their own pocket.. in the first 2 weeks we had a thermostat freeze up out near Bakersfield on the way to Las Vegas.and the windshelild wipers were shot shot and almost caused a wreck. on the way home. Bakersfeild .Audi took care of it immediately with professional politeness, a loaner 2015 Q7 and had it fixed, washed and ready on the way back. Great dealer. the door seals were falling off all three windshield wipers were as if they had 50,000 k when calling back the sales man said your all out of favors. we went over his head and they got fixed. were within the first two months and we found a leak on a oil line and big leak at transmission case cover. they were so bad were searching for another dealer and will not ever go back to Audi Palo Alto. we have a client who says the same thing happened to him with an A6 he bought new. this doesn't include all the little stuff they did that was rude. I let every one we know not to go to Palo Alto. i wonder if you are brave and fair enough to actually put this review up..
My New A3 TDI
I am currently a student at San Jose state with only one year left so my parents had decided they wanted to help me with the lease of a new Audi A3 TDI. I went to my local dealer and was a little bummed on how I didn't get much help... So I did some research, and found Audi Palo Alto and talked to a wonderful lady on the phone, she was really helpful so i decided to make a trip to the dealership. Wow, for being under construction and literally in a huge tent, they were absolutely amazing! Everyone was so helpful and organized! I was so surprised considering the circumstances. I absolutely love my Audi and it gets such good gas mileage. So happy with my experience here!! So I promised a review. Thanks Mom and Dad for the new car.
Awesome purchase experience
I recently purchased my new Audi here, I have to say the whole process was very pleasant from beginiing to end, swift and personable. I'm extremely pleased.
I usually dont go to dealerships, dont like em. but i was desperate and i had seen the car i had been searching for on their website. I was suprised it wasnt the normal dealership experience. professional staff, nice people, and not too much badgering.
Repairs done well
havent written much reviews, but this place deserved one. great quality repairs, nice staff, and the quote they gave me was pretty much exact, which is always nice.
Professional, Quick, and Friendly
I had been wondering around Palo Alto for some days looking for somewhere to get my car serviced, I am very picky having some shady stuff done to my car in the past. I was keeping my eyes peeled for something that at least looked professional. I find myself in the parking lot of Audi Palo Alto. I was skeptical cause I had gotten my car serviced from dealers before and they weren't too friendly and very time consuming. After speaking with the friendly staff I was directed into a comfortable waiting area while I was to wait for my car, accompanied by cold water and AC I was very comfy. A short while later a young man calls out my name and brings me to my car. I really appreciate how quick you guys had done this work I was very surprised they had worked around my schedule. Thanks again guys!
Shopped for Weeks
Honestly, I'm not the easiest person to sell a car to. I have distrust of car dealers, contractors and attorneys and look for them to prove me right. This was actually a great experience. I had shopped everywhere looking for a New Audi, and I contacted multiple dealers looking not for a fair / good price, but I wanted a specific car, and I wanted to buy it my way. No BS, mail done through email, and didn't have hours to spend at the dealership, fighting about pricing, my old car, and the banking details. Not sure if I just got lucky, but this place did really make it easy, and I did get it done the way I wanted. On the down-side - The dealership is pretty old and is in need of a face-lift, which they told me was in the plans. Overall great experience, and I hope their service department lives up to their promise of always giving me a loaner, and picking my car up for service if needed, from my home or work.
2013 Audi Q5 purchase
I purchased a 2013 Audi Q5 3.0T from Palo Alto Audi and it was an extremely pleasant experience. Jonathan V. was the sales person and he was very helpful in getting us a great deal and shepherding us through the process of buying the car. they made sure the car was detailed and we were explained each feature of this awesome car! it's been a few weeks now since we brought the car home...and i look forward to each morning i get to drive it!
Friendly, comfortable, and fairly quick
I recently went with my dad to look for my first car, i only had a certain amount for my budget, so i wasnt very confident. I was deffinetly wrong, i found the perfect car! The a3 i had been looking for was a little bit older than i wanted but the color and interior were perfect! Very friendly staff and was fairly quick with not too much waiting around.
Just purchased a New A5 from Audi Palo Alto. I must say, that I was surprised how easy and fair it was. I am a single women, and didnt expect it to be so enjoyable. I was expecting a fight regarding the price and my old Honda. Would go back again.