Ciocca Audi Volkswagen Porsche of Flemington

Ciocca Audi Volkswagen Porsche of Flemington responded

We’re glad the service on your Audi A4 went smoothly and that you were greeted promptly. Hearing that Christina made your visit so pleasant means a lot to our service team.

Ciocca Audi Volkswagen Porsche of Flemington responded

Afternoon Pete, I apologize that I'm not aware of your vehicle, but I would be happy to help and attempt to resolve an issue if possible. Unfortunately, we can't pre-order parts for any repairs if we don't know what exact parts are needed, and that requires testing and diagnostics. If would definitely not be fair to recommend an entire a/c system, and the control units in the car for something like that, but we clearly failed to explain the process based on your review. Please let us know how we can help.

Ciocca Audi Volkswagen Porsche of Flemington responded

Knowing you found Christina so welcoming and that she took the time to answer all your questions means a lot to our service team. We’re glad the service on your Audi Q7 went smoothly and addressed all your needs.

Ciocca Audi Volkswagen Porsche of Flemington responded

Your kind words about Christina’s warmth and helpful responses mean a great deal to our service team. We appreciate you trusting us with your Audi Q7.

Ciocca Audi Volkswagen Porsche of Flemington responded

Thank you for taking the time to write this review and let us know how we are doing. Our customers are our top priority and your feedback is greatly appreciated! All of us at Ciocca Audi Volkswagen Porsche of Flemington are glad to have you as a customer.

Ciocca Audi Volkswagen Porsche of Flemington responded

We’re glad the service on your Volkswagen Atlas felt professional and left your vehicle spotless. Knowing you value that we stand by our work means a great deal to our service department.

Ciocca Audi Volkswagen Porsche of Flemington responded

Your Audi A4 is in great hands with our service team. Hearing that our team’s clear explanations and quick work made your visit easy means a lot, and we’re glad Christina continues to make the process smooth for you.

Ciocca Audi Volkswagen Porsche of Flemington responded

Thank you, John, for sharing your feedback. I sincerely apologize for the longer-than-expected wait due to the scheduling issue, but I'm glad Christina was able to assist you with an emergency loaner vehicle and help make the situation more manageable. It sounds like she went above and beyond to make sure you weren't inconvenienced any more than necessary which is all I can ask when issues arise. We also appreciate your comments regarding our maintenance recommendations and pricing. I understand that routine maintenance should provide clear value, and we’re sorry to hear that our pricing did not meet your expectations. I’ll share it with our team as we continue to improve the customer experience. Thank you again for choosing us and again I'm happy to hear that Christina took such great care of you even when a hiccup occurred from the outside scheduling team.

Ciocca Audi Volkswagen Porsche of Flemington responded

Knowing the service on your Tiguan met your timing and budget is rewarding. Our service department is pleased we could keep costs reasonable and address everything you needed in a prompt, empathetic manner.

Ciocca Audi Volkswagen Porsche of Flemington responded

I sincerely apologize for your experience with us. After looking into what happened, it is clear that we let you down. The company we use to schedule appointments failed to notify anyone that the glass would need to be ordered. Unfortunately, our installer was also on vacation, and the glass was not going to be available for another two days. Had we been properly informed ahead of your appointment, our Parts or Service departments could have made the necessary arrangements or contacted you in advance to explain the situation. I understand that Tyler made every effort to locate the glass, including contacting several other dealerships, but unfortunately, no one had it available at the time. I believe he was ultimately able to arrange for you to have the glass installed at another location a few days later. While I am glad Tyler did everything he could to take care of you, you should never have been put in the position of having to go somewhere else in the first place. This was absolutely our responsibility, and I can only offer my sincere apologies. A windshield is one of the services for which we rely on an outside vendor, but that does not excuse our failure to properly communicate and prepare for your appointment. This situation is very much out of the ordinary, as you can see from our other customer reviews, but that does not make what happened acceptable. We will use this as a teaching opportunity for our staff and work to ensure that a breakdown in communication like this does not happen again. I am truly sorry, Mr. England. This was unfair to you, and frankly, it is embarrassing for us as a dealership. If there had been a way for us to make it work for you that day, we absolutely would have. I am grateful that Tyler was able to do his best to find an alternative and get you taken care of. Again, please accept my sincere apologies for the inconvenience and frustration we caused. The last thing we want to do is upset anyone.