My experience with Service Rep Bobby King was not ...

My experience with Service Rep Bobby King was not the Hoffman Experience I m accustomed to receiving.

1. I was on a business phone call and Bobby could not give1. I was on a business phone call and Bobby could not give me the respect to wait until I finished my call to tell me the service departments findings. I thought this was rude and disrespectful. He actually walked up to me and began speaking, when it was clear I had a phone to my ear.

2. The conclusion of my business was not the norm, usually the service advisor brings me into their office to discuss any issues, payment etc... Bobby's send off was "see the guy at the desk and pay your bill" Totally not the Hoffman Way!

3. I had to ask Bobby about my multi point inspection as opposed to him sitting with me to share the service techs findings. I understand the Multi Point Inspection software worksheet was not available, but isn't it his job to share with the customer all the findings, especially now that we don t get the multi point inspection documentation? I have to ask Bobby about the wear on my tires and the wear on my brakes. He should have identified that on the description of service and parts document or maybe provided that piece of important information. Better yet, he could have gone above and beyond to include these items in the comments section of the Description of Service and Parts document provided to the customer.

4. As I was leaving to get into my car I noticed the check engine light is now on. It wasn't on when I dropped the car off. I went to Bobby and asked did anyone check to see why the check engine light is on or at least diagnose the issue to see if I wanted to have it fixed. His poor response was "it may have something to do with your oil or coolant leak". My question to him was, did you have someone check with the VAG-COM. His response: we did not have your approval. Total BS, he didn t mention anything about the check engine light or ask for my approval. Nor did he ask would you like us to check it now, while the car is still here? Once again, not the Hoffman Way!

5. Last item saying my last name incorrectly. Not sure if he did it deliberately or if he was just careless.

I did make it known that his service stinks. I even spoke to Athena about the level of service I'm used to getting from the "A Team" who go above and beyond for the customer whether it's providing additional documentation, discounts, identifying other issues and the cost for future service/repairs etc.. The "A Team" in my experience has been Luis, Athena and Jason. I also mentioned I never wish to be paired with Bobby King ever again strictly based on my experience today. I go to Hoffman Audi for service and repairs based on location, service and most importantly...customer service (not to mention the Multi Point Inspection Documentation). Without that document the service advisors should step up their game to help the customer by commenting. It s a nice touch.