Hoffman Audi of New London

The only reason I give them 3 stars is because their mechanic was competitent. I called twice to make an appointment for my car, but nobody answered the phone. I then called sales and asked if the more was anyone in service to answer the phone (I was cordial). The sales person said she didn't know, went and checked, and came back and said I can now call them back, and that they should answer. I did so, and when Sean answered, he was irritated. I said to him that I needed to make an appointment. He was stumbling trying to figure out who he was speaking with (instead of just politely asking my name), and managed to get out a question (of who I was) but in a very impolite tone and asked if I had been there before. I told him my name, and that I had been there before, but for my wife's car, and that he would not find my name in his computer. When I said that, he was able to focus better. I put together the clues...the chattering of keys, his confusion and his attitude/tone indicated to me that he must have received a quick brow beating from the sales person and he was trying to figure out what the hell just happened to him and who did it. . My suspicions were affirmed when I showed up to drop off my car. I walked in, not knowing anyone there, and spoke to the first person behind the desk. When Sean heard my name his attention immediately turned to me. His tone changed as did his demeanor. He actually said to me "I gotchu...you're mine". His voiced trailed off as he said the word mine. Immediately I realized that I was dealing with somebody who came from more humble beginnings than I did (blue collar family in my case), learned how to put some polish on, but hasn't quite caught onto the subtleties and intricacies of more counteanced society. I was immediately a little un-nerved by this behavior, and tried to maintain a poker face. He may have read my reaction, or lack thereof, and realized that he needed to "can" his behavior. I was cordial, if not polite and was advertent about how much direct eye contact I gave him. It was a subtle clue that he didn't pick up on, which bolsters my earlier claim. When my car was diagnosed, I called him. He told me the cost and I replied that I would think on it shortly and give him an answer within the hour. I called him back less than ten minutes later, asked for clarification on something, and then asked how much the total was. He replied in a very blase tone with the same number he had just given me 10 minutes before. The number seemed low, and it was. The problem was that he didn't give me the total, he gave me the cost for that part of the work theybwere going to do. This issue manifested when I came to pick up the car. I was looking at the bill, and not only was it several hundred more (which again wasn't a complete shock...I thought it seemed low, over the phone) but all the work was lumped together into one sum instead of being in line-item form where I could read it and get a clue for what I was missing (some people prefer their bills that way I'm sure, and of course I don't fault them for their inability to read my mind). Sean could see that I was contemplating and trying to put together what I was missing insofar as the cost. He started to get defensive and wouldn't listen as I attempted to explain the where/how/why I had misunderstood. The cost of the bill was accurate and correct, but, because of an earlier dispute, one regarding their hourly labor rate ($149/hr. vs. $194/hr. It could have been that I remembered wrong, or that he said $149 by mistake...either would be a very understandable mistake, we're both human...he handled this poorly as well by stating at the time that their labor rate had been the same at $194 for two years. I didn't get confrontational, was calm, civil, and maintained my cordial demeanor with him at the time this occurred. His behavior and demeanor on this minor issue showed a lack of etiquette in my view), he once again became defensive of the cost and his communication thereof. I replied that the cost was fine, and indicated that wasnt my issue. I remained civil (cordulity had been dispensed by this point) and twice again tried to explain what I had put together in the preceding moments as to where the misunderstanding had occurred and twice more was rebuffed. It started to escalate at this point, but I stayed calm, as did he, and anything really nasty was avoided, but not before he initiated the exchange of barbs with me. I asked him who the manager was at that point, to which he replied 'I **am** the manager'. I could tell by his tone and demeanor that being the manager really did something for his ego, and being able to say that in this situation, even more apropos to that point. I didn't waste an instant and immediately asked who HIS manager was, he paused and demurred for just an instant, paused very briefly again, then replied that he would have his manager call me in the morning. I paid, was very polite to him at the end, he reciprocated. I would be remiss if I didn't mention a few other things. I waited until half way through the day after I was told when my car would be finished before I called to find out if my car was done. When Steven answered, he checked the computer to see the status, and then, in a tone of voice that indicated deep dissatisfaction, deprecatory, as if he may have just read something disparaging [about me], perhaps an aspersions, he said " oh...I ssseee". He then went to find out if my car was done, it was. He was jaunty when he came back on the phone with me, as if he remembered his requisite 'customer personality'. These were more clues to me that things were likely to be at least somewhat contentious when I showed up. All of this because somebody's ego got hurt when I called sales and asked if there was anyone who could answer the phone in service, to help me.