THE COLLECTION

Total waste of time! I went to The Collection for routine maintenance (15,000 mile service) of the Audi A7 I purchased approximately 6 weeks ago. What should have been tot I went to The Collection for routine maintenance (15,000 mile service) of the Audi A7 I purchased approximately 6 weeks ago. What should have been totally routine in and out service was a one hour and 45 minute TOTAL waste of time! Upon arrival I was met by some guy with an iPad strapped to his wrist who seemed vexed that I had arrived for a routine service visit without a scheduled appointment. I was asked to stand outside a service rep’s office and wait for him to finish a phone call. After several minutes of standing around another service rep approached me and offered to assist. Upon entering my vehicle’s information into their system the service rep informed me that I was not the owner of my vehicle – which is ridiculous as I have both title and registration in my name. I provided the service rep with a copy of the vehicle registration as proof that I was in fact the owner of the car. After entering all of my information into his computer I was told the service would take approximately 2 hours and cost $795.00. This was confusing to me as I was under the impression that the 4 year 50,000 mile warranty covered routine maintenance. Apparently it does not! I was offered Audi Care for approximately $900.00 which would cover the 15,000 25,000 35,000 45,000 service checks. I agreed to purchase it and the Service Manager Michael Rodriguez instructed the service rep to walk me to finance to pay for it. However, when the service rep walked me over to finance he was told by the finance manager, Natalia Echeverry that she was not able to sign me up for /sell me the Audi Care I was offered just moments before. The sales rep did not seem to know who I should speak to or how I would go about getting the Audi Care but said he would try to find out. At this point I informed him that they had already wasted an hour of my time and accomplished nothing. Therefore, I would like to have them top off the oil (as the “oil level low” message had appeared the night before) and I would return if/when they were able to resolve the matter of signing me up for Audi Care. The service rep reiterated that I would have to “call someone” to set that up but he did not know who and would look into it while they were topping off the oil. He escorted me to the waiting room and said he would be back shortly. In the meantime I decided to contact Audi USA in what would ultimately be futile attempt to sign up for Audi Care through them. After about 15 minutes of providing information to “Sarah F.” from Audi USA she informed me that the “finance manager” at The Collection would have to sign me up for Audi Care as she could not. So off I went back to the finance department from whence I came… I asked the woman at the main desk if I could speak to the “finance manager” and funny enough I was directed back to the woman who approximately 15 minutes earlier had informed the service rep she could not assist me in this matter. Once I spoke to Natalia Echeverry directly regarding the matter she said the service rep had misinformed her regarding the mileage on my vehicle (according to Natalia he told her I had 45,000 miles when the car only has 14,511) and under the circumstances she could in fact sign me up for Audi Care! While Natalia registered my vehicle for Audi Care and charged me $908.93 for it the service rep called my cellphone to say they were nearly done topping off the oil. The service rep stated that I should “come find him” once I finished up in billing/finance. When I went to find him he was in an office with another client. I must have looked perplexed pacing in their breezeway since a short time later I was approached by a man in a suit who asked if he could help me with something. I told him I was simply trying to retrieve my vehicle and get to work. While this kind man walked me to retrieve my car he inquired as to what was going on. I told him I had been at The Collection for nearly 2 hours for what should have been a pretty straightforward drop off of a vehicle for the routine 15,000 mile service and unfortunately had not been able to accomplish that simple task. Therefore, I wanted my car returned to me so I would not lose an entire day’s pay standing at their dealership. The man apologized for the inconvenience at which point I stated now I understood why my brother-in-law had left The Collection and taken his business to Prestige Audi. For the record, my brother-in-law acquired the first of what would ultimately become 3 Audis he has owned from The Collection – although he has remained a loyal Audi owner he left The Collection YEARS ago due to their ineptitude and has not returned since. He acquired his 2nd and 3rd Audi vehicles from Prestige and had them serviced there as well. Another friend of mine purchased an Audi from Prestige earlier this year after having a bad experience with the Sales Department of The Collection. As someone who lives in Coconut Grove and works in the Gables I found it odd that he would drive to a dealership in North Miami with The Collection being so close by – now I get it!!! It is has been over 2 hours since I drove out of the service bay of The Collection. The service rep I was dealing with this morning did not call to follow-up or reschedule the 15,000 mile service. Against my better judgement I emailed The Collection to request an appointment for said service. A short while later a woman called to schedule the appointment and in short order informed me that the next available appointment would not be for 11 days! I told her to go ahead and pencil me in for March 11th but more likely than not I would be taking my business to Prestige Auto assuming the lead time on an appointment with them was more reasonable. A few strokes of the keyboard later and I had an appointment at Prestige for the day after tomorrow! The moral of the story is there is CLEARLY good reason why BOTH Audi owners I know left The Collection and are now customers of Prestige Audi in North Miami. And after today I will be as well! More

Six hours and could not see or test drive a car I went to this dealership twice for a total of approximately 6 hours. I set appointments with Mr. Julian Martinez to see and test drive an A4. Once I went to this dealership twice for a total of approximately 6 hours. I set appointments with Mr. Julian Martinez to see and test drive an A4. Once at the dealership I was introduced to Mr. Daniel Fox. During my 2.5 hour visit the first day they did not show me any car or made an attempt to allow me to test drive a car. I was finally asked to leave by the valet parking person, who handled the keys of my car to me. I returned the following day, after being assured by Martinez and Fox that they had a car to show me and test drive. After walking around the underground parking lot twice with Ms. Mariana, who had a bunch of keys in her hand, she asked me: What is it that you want ? At that moment I realized that the personnel at 'the collection' completely lacked skills and knowledge. I spoke with Ms. Camille Daley, who is a manager, and instead of correcting the situation and show me and allow me to test drive a car, she told me that it was going to take weeks or months for them to communicate with me to be able to accomplish that. All the employees I dealt with at this company are unprofessional, rude, disrespectful, and not knowledgeable. The company should be embarrassed of having them working there. More