Audi West Covina

Credit where credit is due: Frank and Kim made it right. After the direct involvement of General Manager Frank and partner Kim, my situation was finally resolved quickly and professionally. Kim personally called me to understand everything that had happened and immediately began working toward a solution. They not only reimbursed the $2,000+ I had paid to Mercedes because of this situation, but also provided an additional $500 as a gesture of goodwill to bring the matter to a fair and complete resolution. To me, that demonstrated a genuine commitment to making things right rather than simply closing a case. To be completely honest, before I was able to communicate directly with Frank and Kim, I was genuinely anxious as a customer and had no idea how the situation would ultimately unfold. Wanting to better understand my rights and the appropriate way to move forward, I even sought legal advice. Looking back now, I'm actually grateful for every conversation that happened along the way, because they ultimately led to direct communication with Frank and Kim—and from that point on, everything progressed remarkably quickly. I also had the opportunity to speak with Frank personally. What impressed me most was not the financial resolution, but his honesty. He spoke candidly about how the situation had come to happen. As a small business owner myself, I understand that every company genuinely wants to provide outstanding service, yet sometimes things simply don't unfold exactly as anyone intends. More important than the situation itself was the willingness to communicate openly, acknowledge what happened, and stay committed to resolving it. Frank's sincerity genuinely changed my perspective. The resolution itself included a few unexpected twists. I personally picked up the first check from Audi West Covina, but unfortunately my bank was unable to deposit it. After I contacted them, they immediately mailed a replacement the very next day to save me another trip. Unfortunately, the second check encountered the same issue. Once I reached out again, we mutually agreed that a wire transfer would be the most efficient solution. They arranged it immediately, and I received the funds today without any further issues. Although the process took a few unexpected turns, Frank's transparency, Kim's efficiency, and the coordinated efforts of everyone working behind the scenes ultimately made all the difference. Their commitment to seeing the matter through until every detail was resolved completely changed my impression of Audi West Covina. Both in life and in business, problems can arise despite everyone's best intentions. What truly defines a company is not whether challenges ever occur, but whether it is willing to face them directly, communicate openly, and remain committed until the customer genuinely feels the issue has been resolved. I sincerely wish Frank, Kim, and the entire Audi West Covina team continued success. I hope the dealership continues to grow and that more customers will experience the same level of commitment, professionalism, and integrity that I ultimately experienced.

I did not get the chance to go to the show room but I must say the service that was given to by well I call them my guys because chris and eugene were so amazing with me and then chris went above and beyond the best sevrises every thanks guys. love ya

The dealership was fine although it was there many hours even by a used car that we decided on the price in a text before I got there, but my issue is I’ve been trying to get paperwork from the dealership with my purchase price and all the details where all the fees and taxes are and a copy of the seven year extended warranty, which I have no proof that I even bought it so right now I’m kind of discouraged because of that

⭐️☆☆☆☆ Systemic Operational Failures, Financial Profiling, and Hostile Delivery Environment I am a first-time Audi buyer who purchased a 2024 Audi Q4 e-tron Sportback. While the vehicle engineering is excellent, the culture, ethics, and conduct of the management team at Audi West Covina are a severe liability to the brand. If you intend to utilize outside financing, protect your budget, or decline high-margin dealership markups, prepare to have your transaction deprioritized and met with managerial hostility. The 5-Hour Administrative Delay: My transaction was a direct cash-draft purchase. My wife and I arrived highly prepared, required no test drive, and explicitly declined all back-end aftermarket products. Despite a straightforward transaction, clerical errors on the dealership's end forced us to input our private financial data over 8 separate times, dragging the process out for a grueling five hours. During this delay, Sales Manager Nick Marino openly stated to us that outside credit union transactions "make it difficult for the dealership to make money." The Communication Blackout: Because our purchase occurred on a federal holiday, the vehicle was held until the banking window opened. On Wednesday morning, our lender (SchoolsFirst) officially cleared and funded payment for the exact contract amount. Once Audi West Covina secured our full payment, management initiated a total communication blackout. Sales Manager Chris Blair systematically ignored my phone calls and left messages unreturned, keeping our vehicle inaccessible while we accumulated daily loan interest on a car they refused to release. The Hostile Delivery Environment: On Thursday, the dealership missed its own self-imposed 11:00 AM resolution deadline to arrange my delivery. Frank Norollahi then offered to secure an Uber for me. After waiting over an hour for the link he assured me he would send, I secured my own transit and arrived on the premises. Although I informed them that I was on my way, I was left standing outside in the parking lot for over 20 minutes. When General Manager Frank Norollahi finally emerged, he offered zero professional courtesy or apologies. Instead, he became aggressively defensive, combative, and hostile when I expressed how disrespected my family felt throughout this process. The undercurrent of classism and financial profiling was unmistakable. The single professional element of this entire business was Sales Consultant Liz Reyes, who was exceptionally helpful and communicative. Unfortunately, her standard of service is completely overshadowed by the toxic behavior of her superiors. Neither the dealership's upper management nor their internal goodwill offers have adequately accounted for this hostile environment. I have successfully bypassed this local showroom to engage Audi of America’s Corporate Executive Consumer Relations team to handle this transaction's remediation. Avoid this facility at all costs and take your capital to an Audi dealer that respects consumer rights.

I just had a very bad experienced with Audi West Covina when I turn in my 2023 Audi Q5 Lease today. After return lease completed, I asked an associates if the could drop me off home which is about 2 miles away. The associates first said they do not have drop off service and I said I would write a review about my experience of today then he said they would call Uber to drop me off which I thank him. A angery sales office manager came said I am doing an extortion about writing a bad review and ask me to leav "get out of here". I told him I am only writing what happy and my experiences of lease return to Audi West Covina. I then left. I believe he is a very very bad manager and a mean person fro Audi dealer.

They are complete scammers. They use the promise of accepting your old vehicle as a trade-in as bait to induce consumers into purchasing or leasing a new vehicle. To make you believe the deal is legitimate, they even require you to hand over your old vehicle and its keys. However, once the new vehicle contract becomes effective, they stop responding and deny any responsibility for handling your old vehicle. Meanwhile, your car simply sits in their parking lot until the payments become past due, causing devastating damage to your credit.

This review is for the Service Manager, Charles Kim. From the moment, the GM, Julian asked Charles to personally oversee my new q6 eTron Prestige electrical and SW issues from delivery, I was in good hands. Charles is someone who is very diligent and when he says he will do something- he actually does. In this day and age- usually in the auto industry, sadly this is not a regular occurrence. My q6 eTron was in service for over 3.5 weeks and Audi Tier 2 Technical Support was out of ideas on how to solve my electrical and SW gremlins. I was asked to pick up the vehicle since Audi was aware of the issues and that I was not the only one having these connection issues with MMI user profile, myAudi app, Plug N Charge, Digital Key. Charles made sure I had a brand new 2025 Audi q5 as a loaner while my car was in service. And Charles went to bat for me asking Audi to provide some form of compensation since my car didn’t work from the get go. (Audi of America CS is a separate issue since they denied his request). Charles also went out of his way to follow up with me afterwards and took care of me afterwards. I appreciate his integrity and diligence. He’s also a friendly guy. If you need your Audi serviced and you are near West Covina, take your Audi to WC. Charles and his team will take care of you.

West Covina Audi was a "Excellent Experience ". I can't express how professional and courteous the entire dealership staff handled the purchasing of my car was.

I can’t say enough good things about the team at West Covina Audi. Julian and Frank made sure everything went smoothly, and Malik, our sales consultant, was patient, informative, and never pushy. We truly felt like we were being treated like family—respected, listened to, and taken care of every step of the way. Paul in the service department also stood out for his kindness and support post-sale. This was easily one of the best car buying experiences we've had. We walked away with a great deal and a beautiful new Audi. Highly recommend West Covina Audi if you’re looking for professionalism, integrity, and outstanding customer care.

Looking for an aggressive deal on q6 eTron Prestige, blk with blk warm weather + 20” wheel. 15 listed in among LA/OC dealerships. Hesistant to send inquiry to WCovina- doesn’t have a great rep & my past inquiries led me they were not doing aggressive deals. However- ownership change last month. New GM is from one of my local dealers- though that dealership is one that I will not support for sales or service despite being the closest to my home. The Sales Manager I met from his other Audi dealership. Sent inquiry Wed evening (July 23rd). 24th in the AM, sales emails me- as I requested when other dealers since put me on blast with calls, texts, & emails as I’m in CRM- even though I request email only (No phone number listed). I appreciated this very much, He asks for my aggressive offer. SM messages me and asks for a quick phone call. I call and after 5 minutes, we came to an agreement. [I always hope that dealers will be fully transparent and present the DOS deal sheet as one of my old Audi GM contacts did while on the phone and even sample contract]. I filled out the credit app online, emailed my DL and insurance card. Was hoping that I could get the docs electronically signed beforehand- but didn’t get offered. I made appt for that evening and drove almost 2 hours thru brutal LA rush hour traffic. Up until this point, I had been very happy. Once there-however- wasn’t very efficient. I asked for the DOS deal sheet to confirm deal- asked for both 24 and 36 to be run. SM said 36 months was going to be the sweet spot. To kill some more time, I asked could I inspect the actual car while the sun was still out. Unfortunately, car had not been washed or charged. (Since I take them to get paint corrected and ceramic coated, asked only for light hand wash- no wax, sealants or polishing as it just makes my detailers job more difficult). When I came back inside, I asked for deal sheet a 2nd time. I was given the standard 4 square: $ down and months. Asked for DOS deal sheet. They said that the system didn’t allow them to print it- gave me a sheet with a little more detail, but still not the full picture. SM said that finance has the actual contract and everything would be spelled out there. My numbers just didn’t add up with my calculations. I’ve done 7 deals for myself and countless ones for friends and family since 2020 and they are usually spot on. I was trying to see if there was negative equity rolled in from my trade, but there was none. Finance even showed me that there were 3 lease payoffs available to dealer- the lowest one was the first time (and surprised him too) that was $5000 delta vs the highest one (mine). While I was reviewing, still couldn’t understand why my calculations were off. Finance said they would email me all my signed docs and then I left at 930p so go outside with sales to put temp plate on while still charging. At 10p, they said that I had to leave since they needed to lock the gate. I was at 50% so I departed exhausted. I was happy with the new car. The next day I hadn’t received signed docs. I emailed sales, SM and GM. Called SM and left VM in the late PM. None. On Sat, sales emailed me. Finance then sent signed docs. SM called me and apologized for delay and for the porters tossing my Monroney sticker. SM called on Sun and we got everything straightened out for the most part so I’m very happy with the outcome. 4.5 stars after all is said and done. They are trending in the right direction. Adam has provided excellent pre and post-customer service. There are some on-going set up tech issues and he has been working on that. He gets 5 stars! Dan Au (SM) is a consummate professional. He follows thru and is receptive to constructive feedback. I appreciate the efforts. 5 stars. (hope the GM is as I sent him a detailed list of my experience) Dealer isn’t perfect (none are), but they seem to be putting in the effort to make things right. Contact Adam and Dan at WC. They will take care of you.