Audi Plano - Service Center

To Whom It May Concern: I am writing this letter to To Whom It May Concern: I am writing this letter to express my grave disappointment with my customer service today at Audi of Plano. I rarely take To Whom It May Concern: I am writing this letter to express my grave disappointment with my customer service today at Audi of Plano. I rarely take note when off things happen in my everyday dealings and quickly write them off as someone having a bad day or just being busy. Today, however, was different because it was outright unacceptable. I currently drive an Audi that I purchased at the Plano Dealership and was immediately impressed with the Customer Service given to me there and it was a deciding factor in my purchasing decision. I even prepaid for car maintenance so that I could keep up my new automobile as it is my pride and joy! Today I drove to the dealership to get an oil change and immediately felt like my positive experience was not going to extend over into the service department. After pulling up and sitting in my car for 5-7 minutes being looked at by employees who walked by but never spoken to I began to feel frustrated but I again wrote it off as busyness. I then was approached begrudgingly by an employee with a simple head nod instead of a greeting, a “Hello, how may I help you?” would have sufficed or dare I say “Happy Holidays, may I help you?” but I received neither. After I explained my need for an oil change whenever available I was told that they would have to see if they could fit me in which was understandable. The associate walked away and I watched him go to the back and speak with other associates. He then returned and quickly said they were too busy and could not fit me in today at all at ANY time. This puzzled me since it is 9am in the morning but I had no choice but to believe them although I felt they were not trying their best to please the customer in this instance. I asked when would be a good time and he gave me a card and said, “Call this number and schedule an appointment.” I sat there bewildered for a moment because I am sitting at the dealership where I wanted service and was told to call a number? Proper customer service etiquette would have been to apologize for not being able to assist me today but try to fit me in the next available time slot while I was there so that my trip would not have felt in vain. This made me wonder if I was being told the correct information and also made me question their willingness to help me. I drove away afterwards with that nagging suspicion on my mind. After getting to work I called a friend and asked her to call the service department and see if they could fit her in today for an oil change. Unfortunately after my return call from my friend my concerns were justified when she informed me that they told her to come in as soon as she could. I was infuriated! I am a young African American male and I feel that I was sent away simply because they did not want to assist me. I feel I was not addressed timely when I arrived, was not addressed professionally upon approach, and was not treated with the customer service level that I would expect from a dealership of this magnitude and reputation. I could have gotten any car that I wanted, but I chose Audi because I believe in the brand but with that brand comes a level of responsibility on everyone’s part who chooses to represent it, from the person answering the phones to the person selling the cars. I am writing this not to simply complain, but as a reminder that everyone deserves to be treated with respect and dignity. I will not be returning to that location for any of my customer service needs and am seriously considering my future with the brand. I would hope that this letter serves as a reminder that ALL customers should be treated equally and fair and that no one should be made to feel like they are undeserving of superior customer service and basic common decency. Sincerely, William Ross More

I will be honest, my first few visits were not great. After voicing my concern, the dealership took ownership of their mistakes and it was a complete turnaround. In the end, they did a good job. After voicing my concern, the dealership took ownership of their mistakes and it was a complete turnaround. In the end, they did a good job. More

Initially engage to address squeeky front wheels, missing screws holding rock guard, back of driver seat seperated. 3 weeks in Repair just to replace front left bearing, attempt to reattach seat back. Drivi screws holding rock guard, back of driver seat seperated. 3 weeks in Repair just to replace front left bearing, attempt to reattach seat back. Driving home, oil light came on....Audi failed to replace oil fill cap all the way, oil sprayed all over engine compartment, also notice engine cowling missing, superficial damage to the pain on front right fender; and torque screw that holds the brake rotor to hub was missing. Audi sent a car to my home and towed my Audi back in for service. I provided a written list of concers 1)oil cap, oil spray, low oil; 2) torque screws on brake rotors; 3) missing screws on rock guard; 4) seat back separated again; 5) paint on front left fender; 6) request for a front brake pad replacement. 1 month later, the car is ready for pick up....no brake job performed, no engine cowling, no oil cleanup...the interior has covered with dirty hand prints, the tint on the driver and rear driver side windows was pitted or scratched, no response to the paint on the front right fender....though the torque screws and rock guard screws were installed. This is the second Audi I have had serviced at this dealership in the past 10 years....both experiences were poor. More

Christian Greer and Randy Thornton has gone above and beyond the call of duty to make me happy. I look forward to seeing them in the near future as I know they will continue to take good care of me. beyond the call of duty to make me happy. I look forward to seeing them in the near future as I know they will continue to take good care of me. More

I LOVE AUDI PLANO! Went in to get my brakes checked and I LOVE AUDI PLANO! Went in to get my brakes checked and to say hi to my two favorites, Jose and David. David in service always takes great care of me I LOVE AUDI PLANO! Went in to get my brakes checked and to say hi to my two favorites, Jose and David. David in service always takes great care of me and makes it easy to drop off car and get into a loaner. These guys are the best! I will always be an audi girl (going on to my 5th one) and will always go to Audi Plano! More

Pros: Service is fabulous and the advisors are great! I'm always able to get my car in when I want, even if I call and say I want to bring it in immediately. Andrew is always willing to answer a million I'm always able to get my car in when I want, even if I call and say I want to bring it in immediately. Andrew is always willing to answer a million questions about my car and he actively tries to save me money where possible. They always have a loaner available for free, so I don't have to wait around. Cons: You seem to be tied to one advisor once you start going there, so vehicle drop off, pick up, and status updates seem to only happen when they're working. Hasn't been an issue for me yet, but I could see this bothering someone who isn't willing to wait a day. It's still an Audi dealership, so the prices are still high. The process to get a loaner takes a little longer than I'd like; I wish they'd save my information so I don't have to show them again each time. More

Had the car struck by a stone which punctured the aux radiator. Debbie, although with sales, had everything taken care of since I had purchased the car from her. She arranged for a loaner to be sent to radiator. Debbie, although with sales, had everything taken care of since I had purchased the car from her. She arranged for a loaner to be sent to me 60 miles away from the dealership while the car was being worked on at the dealership. Never had that kind of an experience before! They do everything to keep you happy. Awesome professionals! More

Robert is a gem!! He was wonderfully informative & personable during my most recent visit. I was having my SUV serviced in preparation for my long 1600+ mile trip (one-way) to FL. He consistently prov personable during my most recent visit. I was having my SUV serviced in preparation for my long 1600+ mile trip (one-way) to FL. He consistently provides excellent service, Audi knowledge & he doesn't hesitate to share that additional information with me when I inquire about performance & options my Q7 provides. I don't hesitate to boast about my fantastic experiences with Robert & Boardwalk Audi, when sharing with others. Thank you for maintaining excellent customer service. I love it!! More

Robert Manning was very honest about the service required and took the time to thoroughly answer all my questions. The rest of the team was also very courteous and efficient. and took the time to thoroughly answer all my questions. The rest of the team was also very courteous and efficient. More

Getting my car serviced recently can be put in (2) words "EXCELLENT JOB!" Robert Manning and his team are amazing not just on my recent visit but, each time I have had my car serviced. Robert and his Tea "EXCELLENT JOB!" Robert Manning and his team are amazing not just on my recent visit but, each time I have had my car serviced. Robert and his Team are always on point when taking care of my car as needed. From them greeting me with a smile at time of dropping my car off, to having a loaner car ready even with my slight change request, to having my car ready in a timely matter. I don't have to worry about required car maintenance being handled timely, they always alert me when any kind of service is due or coming due soon. I have no doubt and feel good about recommending Robert and his Team whenever there's an opportunity. They are, A Team of Excellence at work. Thank you all, you do make a difference! Philippa Reed More