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November 2023 by A J.
It is impossible to call and speak to a service advisor. All I ever get is some 18 year old receptionist whose job could be replaced by a call tree system. She transfers me to Service and invariably, no one answers. But if I call the main number and ask for a salesperson they magically find one within minutes. I wonder if this must mean the salespeople get commissions and the service advisor do not.I proceeded to call Audi Burlingame and the person who answered for the service department was knowledgeable about prices AND she got me to a human service advisor who spoke to me.
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November 2023 by David M.
Ed Makapugay and Henry Usovich were amazingly helpful and assisted in getting the best deal on our new Audi! Extremely happy with the service and hospitality!
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October 2023 by Sandy B.
I wanted to take a moment to express my sincere gratitude for the exceptional service and guidance Bri provided during my recent car purchase. I know the significant purchase of a car can be overwhelming, but with her expertise and patience, the entire process felt seamless and even enjoyable.From the moment I stepped into the showroom to the time I drove away, demonstrated an unwavering commitment to understanding my needs and ensuring that I felt confident in my decision. Your knowledge of the vehicles, as well as your candid insights, were invaluable and greatly appreciated.Moreover, it's rare to encounter someone in the sales industry who makes genuine connections with their clients, but you've done just that. Your professionalism paired with your personable nature made all the difference.Thank you again for all your assistance. I'm thrilled with my new car and am grateful for the role you played in making it happen. I will undoubtedly recommend your services to friends and family in the future.
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October 2023 by Anna N.
My friend and I called the dealership and spoke to Cesar Guzman and asked for a test drive. We arrived and were immediately greated by a representative who looked up their inventory and introduced us to Cesar. He got the car we wanted to test drive and took us out. Everything about the experience was top quality. They took care of me and agreed to my requests. They were transparent and honest. When I asked for time to think about the decision, they were understanding and accomodating.Tim Lofano has done an excellent job of changing the culture of what car sales has always been. He has made a culture of making the buyer feel comfortable, in the know, allowed to push back, and taken care of. As one who works in customer service, making a massive shift like that is challenging, but I can tell he put in the work to make it happen. It is very evident that the team respects him and that trust is reciprocated.Ed Makapugay was very efficient with our time. When systems were down, he quickly pivoted to find a solution. Even when mistakes happened in the price, he took ownership and kept the price we had agreed upon.Cesar has checked in to see if I have any questions as this is my first Audi. When kindness, honesty, and transparency is in sales, it makes for an incredible experience.
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September 2023 by ad w.
This is review is for their services department.I purchased a servicing package which they convinced me to buy and feel like was a mistake (at least for having this location service my car). Every time I brought my car in, they wouldn't be able to fix the issue I mentioned or not detect it, but would charge me for the diagnosis and a separate thing they thought was causing the issue. I noticed the issue happening right after the first time I brought in my car. On top of that, both times I brought in my car for the annual servicing, they left out wires (TWICE, not once but TWICE) that dangled by the break pedal which is a potential driving hazard. They just tell me it's not a big deal and don't even apologize for it happening. It just tells me they're rushing their services and that majorly worries me because I'm leaving my car / potentially life in their hands . They need additional customer service training and someone to review their work. On their automated voice message they say their service dept provides award winning services, but don't let that fool you.I don't think I'll be returning to this location to finish my servicing.
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August 2023 by Kelly M.
Extremely friendly, knowledgeable, honest, and productive sales team. Peter, Hadi, and Josh made sure I had a seamless experience with test driving, price negotiation, and paperwork for leasing a new Q8 etron. They answered all my many questions with ease or looked up anything they were unsure of, treated me with respect as a fellow human, and did their very best to arrive at a price I was happy with. Upfront about the available incentives. No trickery, aggression, or belittling. When I was unsure about getting the showroom car, they immediately identified and drove over a brand new car from the storage lot for me, without taking off any dealer incentives. When the price wasn't quite good enough for me, they went back to discuss and came back with a deal-making offer. The team is super cool and definitely goes above and beyond for the customer, something that's not so common at dealerships these days or in this area. Hoping I can say the same about any upcoming (routine) service appointments. Only complaint was that it took a long time from arrival to driving off with the car. But that's also mostly to be expected when negotiation is taking place.
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August 2023 by Emrah D.
My first and second visit is terrible. I decided that my next car won't be an audi after my visit to Audi Palo Alto. I'm so mad. They don't care customer. They don't have enough loaner car and not available until next week. I wait outside 25 minutes to pick up my car. Customer service: Terrible Communication : Terrible Shuttle wait wait time: Minimum 30 minutes
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August 2023 by Marjie T.
We were looking for a new used Q5 and found the right one for the price and mileage at Audi Palo Alto through autotrader.com.When we arrived, we were told the sales manager was in a meeting, but Michael quickly took care of us with getting our information, our trade-in, and the car we were interested in.We liked that there wasn't pressure to consider other options and they worked with us on getting the best possible deal for our trade-in. It was still a long process and we added an extra hour to get a check from our bank (again no pressure to finance with them or the extra warranties).Overall, smooth, friendly, and easy. We'll be back for that RSQ8 .
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August 2023 by Cynthia T.
Buyer beware. This place is truly unethical and will pressure you to purchase an Audi Care service policy you do not need. Basically, Audi Palo Alto knowingly sold me an Audi Care Select policy that overlapped with the Audi Care service policy that came with the car.I purchased a used Audi from Audi Palo Alto. After making the purchase, I was sent into an office where a high-pressure sales guy insisted that I needed to purchase Audi Care Select for $695. When I took my car into Audi SF service center for its first service, they asked why I had overlapping warranty policies. They suggested I call Audi Palo Alto and ask the dealer to extend the overlapping policies so the Select policy wouldn't overlap but begin when the Audi Care policy expired. They didn't even bother to respond.I have turned this over to my husband because I am not a car person. He contacted Audi Palo Alto, and our sales agent's manager told him there was nothing the dealer could do - and suggested he call Audi America. A call to Audi America did not solve the problem - he was told the only recourse was to address the issue directly with the dealer.
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July 2023 by Edison T.
I cannot say enough amazing things about our experience with buying from Peter Munoz at Audi Palo Alto. Peter was amazing with his communication, a gentleman with customer service and was with us through the entire process. Peter was fair and upfront with his negotiations and brought in all the right people at the right times, and my wife and I were able to find the perfect Q4 Etron. The initial Premium Plus Black Optic Peter showed us actually got sold before we could begin the deal process, but Peter reached out to multiple dealers to help find the another similarly equipped...dare I say slightly better equipped vehicle at an equally reasonable price and was timely with his responses. A++ all the way aroundOther People we MetManager, Bruce | Awesome, took the time to explain specifics on our roof rack and made the entire process convenient and efficient. Makes a lot of difference to me, but he also genuinely thanked my wife and for our business.Finance, Joshua | Enjoyed my time with Joshua...something you can RARELY say in the finance portion of the process, but he was transparent with everything answered my questions and gave me more than afew good laughs along the way. Mazaltov! Manager, Rick | Met Rick briefly, and he was pleasant and assured us we would be in good hands, and we absolutely felt that way.
