-
August 2024 by Ashton Herriott
DO NOT service your vehicle at Downtown Vancouver Service Centre!
I recently purchased a Certified Pre-owned Audi from Downtown Audi and at the time, the CPO inspection report showed 60-70% remaining life on the brake pads.
A few weeks later I visited the Downtown Vancouver Service Centre to get a 2nd key programmed and I received a call from the service technician claiming that my front brakes needed to be replaced at a cost of $3,000!
After I pointed out that I had just purchased the vehicle, the service center scrambled to save face and claimed that it "must have been an incorrect measurement".
This is blatant fraud and an egregious attempt to sell repair/service to a customer where none was required.
-
August 2024 by Jai singh Batth
I recently had the pleasure of working with Prabhjit Kaldi at Audi Downtown Vancouver, and I couldn’t be more satisfied with the service I received. Prabhjit was incredibly knowledgeable and took the time to explain everything in detail, ensuring I understood all my options. His professionalism and attention to detail made the entire experience smooth and enjoyable. I highly recommend reaching out to Prabhjit. Thank you for your outstanding assistance!
-
July 2024 by A D
Pleasant, but ultimately very poor customer service.
I ordered a replacement key fob for my vehicle. The parts department didn't bother to contact me when it arrived. When I eventually reached out to them, they confirmed that it had been there for a while, and that they would have a service rep call me to book an appointment for programming. Nobody called.
I called the parts department again when I hadn't heard anything for a week, and they told me the same; that I would hear from a service rep within a few hours. Nobody called.
So I eventually called the service department directly. No answer during business hours, so I left a detailed message. Nobody returned the call.
A week later, I left another message during business hours. Nobody returned the call.
I looked up a service manager's number, and reached an assistant. The assistant insisted that a service rep would call me the next day. Nobody called.
Another week later I tried again, and finally reached someone who was able to book me in, altogether three months after I had ordered my key.
They offered a complimentary car wash which left my car covered in water marks 24 hours after I had hand-washed my car thoroughly. They literally made my car dirtier.
I was also charged an extra $20 environmental/shop fee on top of the $200 service to have my key programmed, which I struggle to understand. I don't think you need small parts to program a key, and there shouldn't be an environmental charge on basic labour. I think I just paid for my car wash.
And ultimately the reason I'm writing this review here?
Audi Downtown sent a text to rate my experience, and I indicated that I had not had a good experience. The response indicated that they would call and follow up.
It comes as no surprise that a week later I have still not received that return call.
Believe me, I've double-checked that I haven't accidentally blocked their number, and I've always been kind and given them the benefit of the doubt, but it's pretty clear that customer service is not a priority here.
I've worked in customer service and in repair shops, and I would be embarrassed to give customers this kind of experience. A small business would never survive treating their customers like this. It's frustrating enough to have to pay $900 all-in for a proprietary spare key.
-
July 2024 by parshan nasim
Had my first service here, Luiz was a great help as my service advisor, he provided me great insight and was very knowledgeable. Overall great experience with him.
Thank you Luiz I’ll see you soon !
-
July 2024 by D cw W
Quick summary: Drove my vehicle in, vehicle "broke down" while under the shop's care, and my only options are to pay to fix it on site or tow it out at my expense. No explanation provided when asked about how it "broke down". Shady business.
Full story:
My Q5 was due for its annual oil change, so I drove it into the shop for maintenance. My car is at year 7, just under 70,000km mileage, and due for its 6th maintenance, which is a minor job. I am the first owner of the vehicle, and all previous maintenance work was done by this same shop. I was told later that day that the tech found a minor oil leak that will require further diagnosis before it can be repaired. I agreed to do the diagnosis at $300 charge. Shop did not have the personnel to do diagnosis on that day, so they released my vehicle to drive home and bring back to shop another day since issue is minor.
A few days later I drove my Q5 back in for diagnosis, and I received a text the next day quoting for resealing the oil leak, which I agreed to. The next day I got another text saying I now have a worn out camshaft and broken rocker arm. Quote for this repair is close to $6000. I rejected the offer, and asked to just fix the oil leak. I was then told that my car is currently in an undrivable state and that it needs to be towed out if I choose not to repair it on site. Now, I drove my car into the shop in perfectly working condition, and they are telling me I need to pay to get it back into that state.
I consulted an outside mechanic later that evening, and was told that a camshaft failure at 70,000km is very unusual, and I should not have been able to drive my vehicle into the shop in the first place with a broken camshaft. There should have also been obvious abnormalities such as noises and acceleration issues, which there was none.
I was skeptical so I requested for photos and written reports about the condition of my vehicle. Audi confirmed that vehicle cannot be restored to drivable condition without parts replacement. At this point I have lost trust with this business and didn't want them touching my vehicle anymore, and told them that I will tow my vehicle back.
The next morning I dropped by the service center to ask for an explanation on how I could have driven my vehicle in in the first place, if what they said about my vehicle is true. Rep assured me that camshaft was found in a failed state when they opened the vehicle up, and denied possibility of camshaft being a defective part. No explanation on how the camshaft had failed or how I could have driven my vehicle into their shop was provided on spot. Rep promised me that such details will be given in written report, which I later found only had information on their "findings", still no explanation on how or why.
All previous maintenance work was done annually on time, by this same service center, and no abnormality has been previously reported. I should also re-emphasize that I DROVE my car into the shop, and now it is in an undrivable state. I have reached out to the service center and even to corporate Audi Canada, but in the end I am still missing any form of compensation, and an adequate explanation on how this could have happened while in their care.
Everything about this incident seems extremely shady to me, but I will leave it to the readers to speculate on the likelihood of my car holding itself together until falling apart into an undrivable state during service. I would like to leave this as a takeaway though: if no unethical practice has taken place at this dealership, then this would still suggest the Q5 is a poor quality vehicle that can silently fall apart at Year 7 under 70,000 mileage. I'm not sure how many consumers will pay a premium for such an underperforming and unsafe vehicle, but I certainly learned my lesson.
Edit: Outside mechanic fixed my car for 1/3 of Audi's quoted price. I reviewed the photos provided by Audi togeth
-
July 2024 by MOKO Kourechian
Friendly staff, and fast service
-
July 2024 by M K
I can only give one star because the whole experience was awful, not just due to the recurring issues with this new car I just purchased, but also because of the unprofessional service from the agents there.
The first time I went, I asked for a loaner car, and the agent told me they do not provide any, only Uber rides. On my second visit, I asked another representative if they had a loaner car for me, and he said yes and provided one. When I asked why I was given different information regarding the loaner car, the representative just said he didn't know why. I was frustrated because that weekend, I spent over a hundred dollars renting a car to run some errands, and I would have postponed my business if I had known they actually did have loaner cars. Seriously, I am just speechless at how unprofessional these folks are.
Around the time I returned the loaner car, I noticed a tiny crack on the driver's side mirror and reported the issue to them because I am 100 percent certain I didn't damage the mirror. However, they insisted I had to pay over $1000 because the loaner car was under my possession. This is pure robbery! It's just a piece of glass, and they asked for over $1000. Most importantly, I didn't cause that crack, which is why I reported it, but I still had to pay for it out of my pocket.
Honestly, do not accept their loaner car because they might charge you for any damages that you didn't cause. Or better yet, go somewhere else to fix your Audi!
-
July 2024 by Sui Zong
if you care about Integrity / credit, or want a reliable service, you should go somewhere else.
I had my car (Q8) service in May, I reported there is a mechanical noise issue happens every time I turn wheels right around 45km/h (or higher), Luiz took notes for all the things there, and told me they can't reproduce the issue, however, they still charge me. And convinced me that if I can send the video with that noise, then they will refund me (he said his manager is a good person and can help), Luiz gave me impression that he is friendly and should be an honest person, so I trusted him, paid the fee and picked the car on May 12th. I went home, took the video and sent Luiz on May 13th. Then this is what happened: 1) no response till 3 weeks, 2) never mention about the refund and tell me to reschedule an appointment after acked the issue. 3) no response after I said should include his manager in the email thread.
It's not about fixing the car, it's about trust. I did what I said, sent Luiz video the day after picking up my car. But it's been more than 1 month, both my wife and me feel hesitate to continue working with you (and Audi Downtown Vancouver) for any subsequent stuff.
-
July 2024 by Riley Palmer
Left my Air pods in the loaner vehicle, called a few days later and the Air pods seemed to have vanished from the car. They fell out of my pocket under between the seat while driving the car back to audi, was going to grab them when i stopped. Find my app pinged here last and then stopped pinging. another person had the vehicle after me, but it still pinged back at the dealership. have been waiting 3 days now for them to turn up but haven't yet.
I was told they pride themselves with honesty, but i will no longer be bringing my vehicle here and will strongly advise against this location for servicing any vehicles with anyone i know.
-
July 2024 by Steven van Vooght
They provided a very unorganized service on multiple occasions. For a top quality company offering a premium product, they returned my car in nightmare shape. The trunk wasn't even put together properly. I decided to give them a second chance, and now there is a rattling noise that wasn't there before I took it in.
Nice staff but I’ve experienced back to back poor services. I would recommend Boundary Audi - never had a problem there.
-
July 2024 by Semanur Könezoğlu
My vehicle had an emergency due to a critical malfunction that appeared when I was driving in Downtown. It was time sensitive to bring the vehicle to the service, the vehicle could suddenly stop working.
I must say every service experience starts with the first step we take into their door. The reception and reps were super busy but very positive and friendly. We felt welcomed in this space from the first step.
Ivan informed us nicely about what to expect. Because it was emergency and we had no appointment, we had to wait in the queue to know about what the diagnosis was and further steps. Shortly after we got update about the problem and potential ETA to pick up.
They provided us loaner at the end of the next day of the diagnosis. Provided a ride back to the service to pick up the car. Staff was very thorough in explanation and helpful when I arrived at the service. They even offered me to help transfering the child car seats from our vehicle to the loaner.
Well, we picked up our vehicle earlier than expected. I wanted to express my gratitute to the team members who we had a chance to chat and work with. Very positive mindset and customer centered team, they consistently came up with solutions to the problems.
Thanks to everyone!
-
July 2024 by James Wong
I Rarely write reviews but my service with Audi has been horrible after Aaron left. I brought my 2021 suv in for annual service earlier this year and everything was great (Aaron was still there). My suv then lost connection and I no longer was getting live maps so I decided to call and book and appointment with the new service rep since the tech advised that would be best. They didn't have any loaner vehicles for the time I was coming in which was ok, I would use their Uber setup. I came to the appointment and was asked if there was anything else I wanted them to look at. I told them yes my brakes are squeaking can someone please look. he said sure and told me a taxi would be waiting for me outside. I found this strange because every time I get my car serviced. The old rep would always call me an Uber and never a taxi. I got dropped off and was charged since the credit they provided me wasn't enough to cover the ride which pissed me off since they didn't even ask where I was going. They told me my car would be ready by noon which was also fine I scheduled all my appointments after that. When noon came around I called my rep a few times left messages but never got a return call to tell me my car was ready. When I finally got a hold of them by 3:30 the rep told me he tried calling me and my car was done awhile ago. I told him this was unacceptable since I had no miss calls or voice mail and told them prior I would need my car in the afternoon. For him to tell me my car was done awhile ago but I was not informed made me pretty upset. I picked up my car and the tech said my car checks out and they couldn't find anything wrong with my brakes and that Audi brakes tend to squeak and not to worry.
After all this I thought I would just leave it and not write a review but now that it is nice out. I gave my SUV a full hand wash and look at my brakes. My rotors has a big scratch in it which is what is actually causing the squeak. I could visibly see it. This just proves they didn't even look at my brakes and just tell you something to get rid of you. I would never trust them with my car again.
This place overall has just been horrible. I have had Acura, Volkswagen, Honda and BMW. Audi service has been the worst. Im not sure if its low staffing or just they don't follow the brand. I bought an Audi because of their reputation of being a more premium brand. I have gotten better service at Volkswagen and Honda then I have here.
-
June 2024 by M B
I am utterly disappointed and frustrated with the service provided by the Audi Repair Centre. This was our third visit where, before any service is even performed, we were forced to pay a $200 diagnostic fee, each time receiving consistently subpar support. The ordeal peaked when our car broke down and was towed to Audi, where we were incorrectly informed that the faulty part wasn't covered under warranty, leading to a costly and unnecessary quote. After two weeks of back-and-forth, Audi Richmond revealed the part was indeed under warranty—a fact initially overlooked by Audi Downtown. The miscommunication continued until it was finally discovered that the real issue was the 12V battery, which, unsurprisingly, was not covered and yet another expense for us. Throughout this process, there was no apology, no adequate explanation, and a total lack of professionalism. After over two weeks without our vehicle and a plethora of misinformation, we felt completely misled and taken advantage of. Audi Canada's response was dismissive at best, suggesting we "take a hike" when we sought resolution. It's clear that customer care is not a priority for them. We will not be returning or recommending Audi based on this experience, as the trust we had in this brand has been irreparably damaged.
Having owned and owning such a number of Audi Vehicles; This is the last time we'll be working with Audi. I hope this helps someone - Whatever you do - don't go to this repair centre. They don't care, there is no transparency and you will be treated not like a valued client but rather someone they can trick into spending egregious amounts. Only to find out that 90% of the spending is price gouged cost estimates based on absolutely no actual testing on the vehicle.
If you have a hybrid or E-Tron audi - I highly recommend dropping Audi altogether. For all other makes, just make sure that you dont go to this centre.
-
May 2024 by Derek O
I am a new client too downtown Audi service. I showed up with a problem with my vehicle and the team was very accommodating to help me.
Luiz bent over backwards to try and get me in to get my car looked at ASAP.
I would definitely recommend them.
-
May 2024 by Nicholas Yeung
Brought my Audi A4 in for it’s 4th year of Audi Care and Ivan was the best service rep I’ve ever worked with. Attentive, transparent, and made sure I was taken care of. Thanks for being great at your job, Ivan!
