Ryan Choi

Review of Beverly Hills Audi/Porsche & S...

My name is Ryan Choi. I've been a customer with th...

My name is Ryan Choi. I've been a customer with them for about over two years now.

Just had a very unsatisfactory experience with this guy named Tim Bennett in SERVICE department. I got my 50,000 mileage maintenance service about a month ago and spent about $500 to do so. A month later, my car stalled in the middle of the road while I was driving for no reasons (no warning lights). I called this guy Tim today and asked him if you guys can do the follow-up service and run another diagnosis on my car to find out what happened, and he said he could schedule another appointment. I asked him if it's going to cost anything again to run a diagnosis. He said yes because it has been a month and the service they ran has nothing to do with the car stalled
Okay. Here are my problems:
1. This guy shows no concerns about what happened to their customers. If I were him, I'd show a few of concerns and say sorry to hear about what happened first. It could be potentially very dangerous putting you and your family's lives in danger. But all he said was we can schedule another appointment, run another diagnosis at my expense.
2. Failed to explain why he thinks that I should pay the cost. I didn't understand why running the same/similar diagnosis on my car about a month after I got the service done will cost me again. I didn't figure out why, and he was being very impatient with me and made me sound stupid saying that I know nothing about Mechanics. First of all, I'd be a mechanic if I knew mechanics that well, that's why we have body shop like you.
3. He immediately got upset and hung up on me. Okay, I got little upset too, but the only reason why I was so is that I didn't think it was fair. But instead of resolving the issue and trying to help me understand why, he said I know nothing about Mechanics and hung up on me.

I said I'm going to write a review about this for being rude with me, and he said go ahead and put my first name and last name there. So I'm doing that right now. Okay, Tim, I may know nothing about Mechanics, and you may learn more than I do. But you are in Service department, what you are supposed to be not giving a lecture to your customer in a condescending manner, but helping them understand the situation. Now my car stalled in the middle of the road. I will have to find another dealership to work with.

I hope that this guy doesn't represent the entire Santa Monica Audi dealership. But I left a message to the manager, and If I don't get a follow-up call about this, then I'll have to think that Santa Monica Audi doesn't care much about their customers and the services. And I'll take this to the next level. Don't treat your customers like this Tim.

<follow-up>
Talked to the Audi customer care and a lady there actually told me that what they do during the maintenance check is to change the oil, topping off the fluids and to check tire pressure. (and you pay $500 for it? :( )
Whatever the truth is, this is one of the most frustrating experiences.
Typically their service is more expensive than what you'd pay for the same type of service from other vendors in the light of how much you are spending out of your pocket. However, I thought it'd make sense because I thought I was paying for a good quality service and better/advanced technologies to run diagnostics on my car (it's concerning safety after all). However, I am very disappointed with their poor service. Now, every dollar I spent more than I'd elsewhere, I feel like I'm being ripped off. I'll never come to use their service again. I'll never buy Audi again.

Thanks,