Audi Plano

We've been with this dealership since 2000 but through the year's it changed. My last visit December 16/22 was overall frustrating and disappointing. My advisor Byran Cabrera was the worst ever experienced. I've been trying to get an appointment since November to have my 8k service done, it was impossible due to high value of car in the shop. My appointment got rescheduled for the Dec 16/22. However I had a long trip planned for Nov 30th. So I call Audi Grapevine on Nov 29th and received an appointment the same day. During my service with Grapevine they found 2 Motor Mount need to be replaced due to fluid leak. On Dec 1 I texted Bryan to inform him of the motor mount and since we have an extended warranty, to contact them to see if we can claim this before my appointment for Dec 16. Bryan texted back confirming to contact the extended warranty company to put a claim. Since I didn't hear from Bryan, thinking everything went well with the claim. The day of my appointment, drop my car off. To add on Bryan was not my usual Advisor, so it was my first time meeting him. To begin with I didn't like his approach, attitude, he seems not wanting to be there on that day, didn't really want to talk or explain things, it was more a one word conversation. Anyway we went inside to finish the paperwork for the loaner during the process, I asked about the extended warranty, Bryan kept asking me who is this warranty company.....this is when the bell rang... He hasn't done his work to even get in contact with the company. I told him the warranty company should be on file as we had a claim before. All he said was "there is nothing on file" at that point I was already frustrated, told him again the claim was filed at Audi Plano and it was Advisor Corbin whom took care of us the pass 2-3 years (by the way a great Advisor, I wish I would have him that day). Bryan didn't make any moves nor attend to talked to his partner Corbin...whom was there that day (sitting right behind Bryan). So I had to pull my email from May -April that I submitted to Corbin. Now all this is taking my time..I schedule this appointment for 7am.. I arrived before the shop was even open. It supposed to be a drop and leave situation and it turned out me leaving close to 8 am. Before me leaving I explained Bryan that my car was in service at Audi Grapevine for the 8k service and found out about the Motor Mount. Again Bryan being not too communicating, all he said was ok! And told me someone will come to get me for the loaner. So I left thinking Bryan will put in the work. My fist update from Bryan was Dec 19 texting me my car is still in the queue, next update was Dec 20 texted car 3rd in line. Dec 21 update texted inspection report and his working on estimates the repair to put the claim. On Dec 22 received text from Bryan our extended warranty has expired. Due to my husband being at work and couldn't make a decision right away on having it repaired at that point. I text Bryan not to do anything and I was on my way to pick up my car. When I arrived Bryan was busy with another costumer, he send someone else, who didn't even introduce himself, call me to his desk, didn't go over anything, gave me the paperwork and told me I have to pay $288. Me being shocked ask what's the $288 for. The guy couldn't even explain why....told me that's "what the paper said"....again surprised of his answer...I asked to speak to Bryan. Had to wait a few until Bryan was done. Bryan being Bryan not a great communicate....he said it's for the service, I asked what service please! His answer- "you didn't know your car had an issue, your warranty has expired that you didn't know of, you cancel the repair and my technician need to get paid. What do I expected"....me being super surprised to his response and being mad at this point. I break it down for Bryan since it's seems Bryan had some type of memory Lost. I already knew what was wrong with my car and what exactly need to be repaired. I texted you not only what the repair that was found during the 8k service at Audi Grapevine but to get in contact with the warranty company which was on file before my appointment, to see if this repair will be covered. I didn't asked to have the car inspected, cause it was done in Grapevine already, I wanted to have the repaired done at Plano not only cause we've been with them for so long and trustworthy but also cause they had the warranty company on file already. After back and forth....I was close to ask for the manager, finely Bryan discharged the fee. Before I left, I asked for the new paperwork which reflecting the discharged fee... Bryan aggressively took my paper where the $288, took a pan cross the $288 fee...I gave him a look and responded with ok! "I see how that goes". Right in there he replied "I can print it for you". I responded "I'll be gladly please if you could do this for me". He apologize by saying he hasn't eaten anything yet, his cold and grumpy. I was once again totally shocked to his words and left. I try to be very understanding but if Bryan would have done his job accordingly on the very first day I texted him. I wouldn't have to go through all this trouble and to my judgement Bryan is not fit to be an advisor nor to work in the costume service department. Sincerely Mrs. Oliver