Morong-Falmouth - Service Center

On Monday, 11/21/22, with an appointment for 9 AM, I dropped my car off for service in the form of an oil change and inspection. We were provided with a very nice late-model Porsche Macan loaner. Later dropped my car off for service in the form of an oil change and inspection. We were provided with a very nice late-model Porsche Macan loaner. Later in the day, I received a call informing me the brakes need to be replaced. I authorized the recommended service. The repairs were completed late in the afternoon on 11/22/22. Since we live in Wells, Maine it was agreed that I could pay by credit card over the phone and pick up the car the following day on 11/23/22. The total charge was just under $4,000. I picked up my car on Wednesday 11/23/22. I spoke with several different employees and was assured the registration and insurance card which I had given to the service writer were placed back in the car. On Friday 11/25/22, the day after Thanksgiving, I couldn't find the registration and insurance card. Since it was late in the day, I decided to call 1st thing in the morning on Monday, 11/28/22. When I called on Monday, I eventually was informed that the registration and the insurance card had been located and would be placed on the manager's desk for mailing to me at our home address. There was also some type of plate/platter located that didn't appear to be ours and they offered to hold on to that until the next time we were in the area. We have informed delivery with the USPS and by Thursday 12/1/22 there was nothing in the mail to us from Morong. My significant other called Morong and left a voice message on the machine about the missing documents as I was recovering from minor eye surgery and resting. The message requested a call concerning the missing registration and insurance card. We did not receive a call back on 12/1/22. On Friday, 12/2/22, I had a follow-up office visit with my doctor in Portland. Following the OV, we drove over to Morong-Falmouth. My significant other, Mike Troiano, went into the office and initially spoke to a young pleasant lady at the front desk. As soon as he mentioned my name and the purpose for his being there, she recalled the missing documents and stated they may not have been mailed out yet and she would get the manager. After several minutes, a young man by the name of Payson came to the desk and mentioned the documents had just been mailed the day before which would have been 12/1/22. Needless to say, he was informed that we had expected the documents to have been mailed to us as soon as we notified them that they were not put back in the vehicle. That was on 11/28/22. They were reminded that in Maine vehicles are required to have the registration and insurance card in the vehicle at all times while being operated. The documents finally arrived yesterday 12/5/22 and the postmark on the envelope from the Pitney Bowes postage meter is 12/2/22. So not only were the documents not put in the mail to us on 11/28/22 when we first notified Morong, the phone call placed to Morong on 12/1/22 was not returned, and the representation that the documents were mailed on 12/1/22 appears to be a misrepresentation due to the date of 12/2/22 from the Morong postage meter. Frankly, after spending just under $4,000 for the repairs, the documents should have been placed in express mail to us long before they were just placed in regular mail to us on 12/2/22. The young lady at the front desk and the service writer are to be commended. In our opinion, your Porsche service manager Payson needs to learn how to prioritize. Respectfully, Mary Joyce Coughlan and Mike Troiano More

I have been waiting for weeks for the service dept to provide an estimate for my insurance company. No one in management will respond to my calls or messages. provide an estimate for my insurance company. No one in management will respond to my calls or messages. More

Everyone is really nice and professional, I am happy I reached out. I am hopeful in working for Morong in the future. Dealership is doing great things and I'm excited to see what is in store for the futur reached out. I am hopeful in working for Morong in the future. Dealership is doing great things and I'm excited to see what is in store for the future. More

While returning to Nashua NH from a trip to Boothbay Harbor in my 2017 GolfR I got a check oil light. Morong-Falmouth was the nearest dealership. With no appointment the service department got someone t Harbor in my 2017 GolfR I got a check oil light. Morong-Falmouth was the nearest dealership. With no appointment the service department got someone to check my oil and put a quart in at no charge and I was back on my way in twenty minutes. I am very impressed with this dealership and would recommend them. More

4 year old Audi, 30,000 miles, always serviced here. Tires never rotated due to service dept saying not needed despite my complaint of road noise. Took to local garage to diagnose the noise. All 4 tires Tires never rotated due to service dept saying not needed despite my complaint of road noise. Took to local garage to diagnose the noise. All 4 tires cupping due to never having been rotated. Have to replace all tires prematurely. Called Audi service to try to find out how this could have happened with my complaints of road noise in past visits. Their response was that it probably had needed new tires!!! Laughable; they’re saying I had probably needed new tires-but they didn’t need to be rotated and they had sent me on my way? Poor service, poor customer service from management, but thank you Allysa for trying. Last Audi I will own, tho that was never the intention. More

This is nice place you can go then get treated well the dealership’s nice customer service are fine dealership’s nice customer service are fine More

There's good service. ..and then there's EXCEPTIONAL service. I recently experienced the ladder at the Morong Audi Service department. I brought my car in for a rattle ..and then there's EXCEPTIONAL service. I recently experienced the ladder at the Morong Audi Service department. I brought my car in for a rattle that was coming from the moonroof area. I took one of the Techs for a road test and was fortunate enough to replicate the issue which gave the Tech the greenlight to dig-in and diagnose the problem. Long story short, due to labor and/or parts shortages my car was in their shop for almost 6 weeks. I'm all too aware of these obstacles plaguing dealerships currently as I work in the automotive industry myself, so I never complained about not having my car. Plus, they provided me with a loaner while they had my car so I literally had nothing to complain about. When the fix was completed and the bill finally came I was advised the work was not covered by warranty, BUT because they were so thankful for my patience they had gone ahead and comp'd the bill. I paid nothing. Not a penny. And I hadn't even been upset - they did this for me proactively. THIS is the kind of exceptional service that creates a customer for life. Thanks, Morong! More

Alyssa (Service Advisor) was extremely knowledgeable and very helpful. She responded to my service inquiry and my vehicle was returned in excellent condition. very helpful. She responded to my service inquiry and my vehicle was returned in excellent condition. More

Terrible customer service. No communication. Doesn’t hold vendors accountable. Freshman level service advisors for high end vehicles No communication. Doesn’t hold vendors accountable. Freshman level service advisors for high end vehicles More

I have owned three VWs over the years and have experienced excellent service from Dylan and the Morong dealership. experienced excellent service from Dylan and the Morong dealership. More