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First-time Audi purchase and bought a new Q5 hybrid from
First-time Audi purchase and bought a new Q5 hybrid from Audi Westwood. A few weeks following the purchase of the car I had a question about charging times. I called my sales person and left a voicemail for her on her cell phone. Knowing not everyone checks voicemail, and having not heard back, I sent her an email asking her to give me a ring. I've included the email exchange I had with her below, but it was probably one of the most rude exchanges I've ever experienced with no offer to assist. I was so shocked, I reached out to the General Sales Manager by email, but no on ever contacted me. Later that night, the sales person did finally call me, but during the call instead of offer an apology or enquire how they could help me, they berated me for not giving her a 5 star review, said I was the reason she didn't receive her monthly sales bonus, insinuated I gave her the middle finger (which never happened, lamented on her financial standing as a single mother, and suggested I made it worse. As context, it seems that either Audi corporate, or this dealership hinges bonuses on receiving 5 stars across the board in their surveys. During the purchase I was pushed very aggressively a number of times to complete their survey. I did complete the survey, provided both 4 and 5 star ratings, and suggested the dealership assign a tech expert with new customers for a tutorial instead of sales people. It seems Audi Westwood views people buying cars from them not as customers but as vehicles to receive bonuses and financial incentives. I would absolutely never do business with this dealership again. Email exchange, including the unanswered email to the GM below. Hi Brad, Recently purchased a new Q5 hybrid in May. I called Ruzhena, my sales person, yesterday and left a voicemail for her on her cell phone with a question I had about charging. I didn't hear back so I called the service department. The number you have listed on your website, 855-955-2084, rings without anyone answering. After two attempts to reach someone in service, I called the general sales number and was connected to someone in service. It rang and i was connected to their voicemail box. I left a message and unfortunately missed their call at the end of the work day. I called back but they were gone for the day so I left a second voicemail for him. I hadn’t heard back today so I sent an email to Ruzhena around 1pm. The following correspondence, included below, was both shocking and incredibly rude. Is this really how your sales people treat their customers? Following 4 hard pushes for me to complete the sales survey I did, and provided 4 and 5 star reviews with a suggestion that you match your new owners with a tech expert for tutorials. Can someone explain why I'm being treated like this? I honestly am appalled. Max ----- Forwarded Message ----- From: , Ruzhena <> To: <> Sent: Thursday, June 2, 2022, 02:16:25 PM EDT Subject: Re: Question on Q5 Hybrid For what call you? You did survey badly. Dealership wad screwed. What do you want? ________________________________ From: > Sent: Thursday, June 2, 2022 1:34:37 PM To: , Ruzhena <> Subject: Re: Question on Q5 Hybrid ________________________________ Can you please call me? 617 901 8315. On Thursday, June 2, 2022, 01:22:16 PM EDT, , Ruzhena <> wrote: Survey ________________________________ From: >> Sent: Thursday, June 2, 2022 12:55:53 PM To: Ruzhena <<>> Subject: Question on Q5 Hybrid ________________________________ Hi Ruzhena, I left a voicemail for you yesterday. I have a question on the Q5 hybrid that we recently purchased from you. Can you please call me when you have a second? Thanks, Max
I am sorry the delivery didn’t meet your expectations. If you additional assistance with the technology I will be more than happy to have an associate cover the information with you. I may have missed your e-mail as I cannot find any record of the e-mail in my inbox. Respectfully, Edward Stockel General Manager firstname.lastname@example.org 781 234 2014
Edward, if you read my review you'd understand delivery of the car was perfectly fine. What didn't meet my expectations was when I contacted my sales person with a question and they responded with "For what call you? You did survey badly. Dealership wad screwed. What do you want?" This is the worst service I've received from a company.
Just had a Audi recall service done.
Just had a Audi recall service done. It’s nice that they provided a Lyft home and back to the dealer to pick up my car for free. They fixed the problem and also washed my car. Great customer services!
We are very happy to hear that we were able to provide you with an enjoyable experience. We thank you for your business and look forward to your next visit!
Service advisor Connor professional helpful and
Service advisor Connor professional helpful and efficient. Only reason for subtracting one star was lack of loaner / shuttle
Thank you for the feedback. We thank you for your business and look forward to your next visit!
The service team were efficient, friendly and customer
The service team were efficient, friendly and customer service focused. My car had a complimentary service review and any additional work needed was discussed with me, including a video to demonstrate why recommendations were made. Couldn’t have gone any better!!
Thank you for your kind words! We are thrilled that you had a pleasant service visit!
They were prompt to return my inquiry, and were
They were prompt to return my inquiry, and were accommodating when I wanted to set up a test drive.
Thank you for bringing this to my attention. I apologize for what you experienced with your recent sales visit. I would like an opportunity to address your concerns and to earn your business, please contact me at estockel@Group1Auto.com. I look forward to speaking with you. Ed Stockel General Manager
Audi Westwood is a good hour away from my home but from...
Audi Westwood is a good hour away from my home but from the moment I made the initial phone call to them to discuss purchasing a new Q3, every person I interacted with was just terrific and made it well worth it from me to travel to them. Patrick helped me decide whether to purchase brand new or explore a CPO they had available and was able to value my trade right over the phone, sight unseen. Peter assisted me with the sale and he was an absolute delight to work with from texting to email to meeting in person. He's a true gem and asset to the dealership! Mike went over the paperwork with me and also did a great job discussing my options for additional coverages and protection based on asking good questions and recommending based on what would benefit me. All in all an excellent experience and again well worth the trip to Westwood.
Thank you for your kind words for Peter, Michael, and Patrick! We are thrilled that they provided you with a great shopping experience. We look forward to your business with us again! Congratulations on your new Q3.
I would not recommend anyone come here to do the service....
I would not recommend anyone come here to do the service. The service staffs are not friendly, racist, unprofessional especially not knowledgeable. I just bought the car few days ago then came for the flat tire. When I arrived at the entrance; none of them come out to greet even though they were not seem busy at all. The one who is taking care my service named Lauren. F; not friendly, unprofessional, poor communication especially racist. At first, they said my tire can be fixed; after 1:30 hr; they said it can’t be fixed. They told me that the car will be done in the afternoon but later told us that it just can be done until the next day.The story doesn’t stop there; after I received my car back that afternoon; all the car smells like food. The next day; I need to drive back to get the service done after almost the whole day waiting. So, new owners; BE AWARE of this location if you want to stop by to do the service. They don’t know much about car service; irresponsible and racist.
Thank you for your feedback about your service experience because that should not have happened. I need to use your case as a learning opportunity, so we can fix the issue in the future. Could you please contact me? Doug Kelleher Service Manager email@example.com
10 out of 10 on service every time !
I’ve always had great experiences working with Doug and his co workers within the service department , you are very professional, caring and concise every time. I will continue to recommend my friends and family to your dealership !
We're excited to hear that our team took care of you and that everything went very smoothly. We hope to see you again in the future.
30,000 mile service done today. Was fast and painless...
30,000 mile service done today. Was fast and painless about 90 minutes and done
It's our pleasure to make your service visits efficient and easy at Audi Westwood! Thank you for your confidence in our team, and happy driving until we see you next, Jim!
This is the 4th Audi have leased from The dealership. The service is always outstanding, professional and curtious. I highly recommend this dealership for all your needs. Purchasing a car, leasing or service!
Mark, we couldn't be happier to have earned your continued business! Thank you for choosing Audi Westwood and for stopping by to share your feedback. Enjoy the ride in your new car!