In May 2019, I brought my Audi Q5 in to Bridgewater Audi for a major routine service. I was not having problems with my vehicle. I was told by service... that I had a coolant leak that would cost almost $3000 to repair, but it didn’t require immediate attention. Since the vehicle is a 2011 with just over 100,000 miles, I told them not to do the repair at the time, as we might consider trading in the car. Driving home, my car stunk of burning coolant. It was so severe that when I put my car in the garage and went into the house, it stunk in the house. I had never experienced that smell before. I went to drive to work that Monday morning and, for the first time, I had a warning for immediate service for low coolant. I drove straight to the dealer (5 minutes away), they put in coolant, and I went to work. Then my husband and I spoke to one of the service guys and then I spoke to the service manager, Peter. We tried to understand how there was no evidence of a leak in our garage, no former experience of the smell, no previous warning light and need to replace coolant before this service and what had happened. They said they’d check the car. When I went to pick it up, they handed me pictures of coolant dripping from an engine. They offered, due to our upset, to split the cost of the repair. I just took the car home. Now, almost 3 months later, there has been no smell, no leaks in my garage, and no need to replace coolant. I called Peter, the service manager, and asked him to please explain. In a derogatory, he said that this may be difficult for me to understand. I explained that I was a physician, was pretty good at science, and, despite being a female with limited car knowledge, I could probably get it. He said that sometimes there’s a leak and then the coolant congeals (he used a similar word) and it self repairs. I asked him if they fill the coolant on routine service. He said, of course. So I said you mean that at service they filled my coolant, it all poured out with a severe leak over that weekend, and then it miraculously self repaired. He said it was unusual but apparently that’s what happened. He then asked what I was complaining about if I no longer had a leak. I asked to understand this sudden stink, lack of coolant, and no further problem. His response, “I don’t know what you want.” This is supposed to be a luxury car and a luxury dealership. I do not trust this dealership. In addition, Peter speaks down to women and is not interested in customer satisfaction, nor was his miracle explanation plausible. I will not be getting another Audi as Bridgewater Audi is my local dealership. I will advise others against patronizing this dealership as well.
We’d been looking for the right A5 Convertible for months and finally, through Cars.com, we found one that seemed just right. Audi Bridgewater was very... responsive to our inquiring emails, answering questions quickly and thoroughly (even with a personal video reply). That made us decide to take the 3hr drive to check out one particular vehicle. We’re glad we did. Arriving there, we were satisfied with all aspects of the dealership. The sales staff was very friendly and professional, the facilities spotless and casual, our test drive enjoyable and informative, and the vehicle itself was as beautiful as advertised. Negotiationing a deal with trade-in was a little tougher than we would’ve liked, but we wanted this exact vehicle, so we got it done. Once that was settled, the paperwork was a breeze and before we knew it we were driving home in our new (slightly used) A5 Convertible!
Hi JohnP, Thank you for your kind words. We pride ourselves on providing excellent service for all of our guests, and we're glad that we were able t...o make the drive more than worth your time. Enjoy your new car, and please let us know if we can do anything else to help you out in the future. Joel Casser Client Care Manager