I just bought my first Audi three weeks ago and the experience was FRIGHTENING! I'm sure people have had bad experiences, but this one was just horrible from a customer experience perspective.

First let me start off by saying that the Audi A7 is a DREAM and kudos to Audi for making a beautiful car. I had a 2007 CLS 550 before and decided to get something new. I researched all I could about the A7 vs. CLS 550 and ended up passing on a new CLS 550. Why? I had one before, the electronic package is not up to par (but I do like mbrace2) and the A7 felt like a better everyday car. The CLS is not to be underestimated - the power, those advanced seats and the menacing front view almost had me!

Back to the point of the post and the horrible sales service at Audi Downtown LA.

I found the A7 I was looking for the last week of August - but it was in California (I'm in Atlanta). The car was such a deal that I took a CROSS COUNTRY day flight to check out the ride before Labor Day weekend on a Saturday. Before flying out, I was pre-approved by my credit union (LGECCU - which is AWESOME BTW) and even had Audi Downtown LA's finance department call them to get the particulars to a smooth transaction (keep note of this point). I even scoped a few shipping companies and gathered time/ship estimates so I could pull the trigger after purchase.

So I let the dealership know that I would be flying in on Saturday to have the paperwork and car ready. I won't hold this against the dealership, but typically in Atlanta you will see a dealership even offer to pick you up from the airport. No love there. I arrive at LAX, rent a car and head to the dealership. Now let me introduce you to David (Dae) Li, my sales guy. Great guy before the sale, needs closed loop sales 101 after the purchase. The car was clean and of course he had the sales slip ready to go. I agree on the numbers and it decided to drop downpayment. I roll to the BOA around the corner and scoop up a cashiers check of about 25% of the cost of the vehicle and head back. I was then introduced to the finance guy - Mike Min (Mike "In and Out" Min).

I fill out the paperwork and head back home to meet up with my bank on Tuesday. Mike and Audi assured me that once they had a check from the bank, they would ship the car - mind you and keep note that I'm thinking they've had communication with my bank about payment steps and procedures. I meet with my credit union, they cut a check and its next day air'd to Audi DTLA. They have a water marked BANK CHECK from a reputable bank in hand in what turns out to be 1 business day - I did my part!

As soon as Audi gets the check I ask when are they going to ship the car. Here comes problem #1 - They pull the out of state check line on me and tell me it will take 10 days to clear. WTF?!?!? I get standard bank policy, but didn't you talk to the bank before I got out there? My bank send explicit protocol on assigning them as a lien holder...what's your job? Couldn't you have told me that a cashiers check would have been better? How desperate did I have to look after flying 2100 miles on a holiday weekend and closing out an out of state deal in 1 day? Mike or David could have let me know the time delay, but they were just trying to get that Labor day sale in! Luckily Alex Ochoa (Audi VW) played a great customer service role and they were able to do some cross-bank verification of funds in hand to ensure I wasn't running the Nigerian check scam. Kudo's to Alex.

After the payment clears (6 calendar days after purchase), David now tells me the car is ready to ship but it may take 5 to 10 days for the vehicle to be picked up?!?!?! I offered to personally get it expedited but Audi LA refused. Again, let's add to the wait time on the car. After this last communication (post sale day 6) all of a sudden Audi goes GHOST RECON on me. I can't seem to reach Mike, David or anyone else (and they have their $$$$).

I persist to call Audi Downtown LA daily, send a fax and asked for everyone I knew at the location between the 7th and 12th day after sale - I didn't receive a single email, text, fax or reply during this time. Finally Alex Ochoa calls me on the 12th day and says the vehicle had shipped. I ended up receiving the car the 14th day after sale.

Now, I've received the car and can breathe now - I'm not upset about the 14 day wait, but I'm pissed that they ignored me for 5 days. So I get the car on Saturday and I'm happy....but wait, where is the damn title!!!!! Since I don't live in Cali, I can't receive temporary tags from CA - so I can't legally drive the car because Audi DTLA didn't send my title so I can get it registered OR send any temp tags!!!

Now I'm really pissed. Back to the telephone trying to contact Audi DTL - no responses for 4 days until finally the lady from the title offices calls (I tried calling here on day 12 after sale too..no response). It is now day 17. I speak to Deborah and she says "oh, the title is right here. We typically take 30 days to file the title..". I'm like "I'm out of state, you don't file in Cali - you have to send me the title in Georgia!!!" She goes on to note that no one told her to expedite the title. I continued to let her know that now I'm sitting with a brand new car in my garage and can't drive it an inch while she's staring at my title that was paid for more than a week ago. She proceeds then to next-day-air the title.

So finally after 20 days I have a car I can drive..

Why I'll never buy from Audi Downtown LA again....

• No (or lack of) experience in dealing with out of state purchases
• HORRIBLE communication and Closed Loop Sales
• Lack of payment/transaction best practices on the finance team (can't tell you how many times they asked to pull my credit - even though they were not financing a dime)
• Lack of follow up and direct communication
• Poor title handling and processing

Audi Downtown LA - learn how to work with out of state customers or just tell us to kick rocks. I expect more from a luxury brand and I could have got this kind of service from the Hyundai dealer across the street. If I would have known better, I might have been driving a CLS 550 now...you're lucky I considered YOU the bad apple and not Audi. Either use my advice or go to one of the other dealers in LA.

 

Hi Toni Jo,

What a horror! Could you have found an A7 on the east coast that met your requirements? My dealer in Pa. could have taken care of all the arrangaments and just added the additional transportation cost.
Hopefully the A7 will meet all your expectations. I've had mine for 14 months and I'm quite happy.

Halp