DONT EVER GO TO AUDI CLAREMONT

Pathetic service from Audi Centre Claremont So called “luxury brand” but your customer service is atrocious!!!

I have had numerous challenges with Audi since the sale of the vehicle.

When the vehicle was purchased just over a year ago, I had a puncture and when Audi Assist came out to assist me, it was discovered that the vehicle was sold to us without a wheel nut cap remover, without which you cannot change a tyre. Furthermore, the leather at the back of one of the head rests were peeling and after NUMEROUS calls to branch this was eventually repaired.

During the latter part of October 2022, the exhaust control valve broke off. The vehicle was taken to Audi Centre, Claremont for repairs and my insurance claim was approved in a few days but the car was only returned to us one month later. Why? Because:

The Service Advisor at the time was Ms.Yolandi who was meant to contact us regarding the progress on the vehicle as the part was being ordered and shipped from Germany to Cape Town. When we called the branch we were told that Ms. Yolandi is not in the employ of Audi any longer and Ms. Tarryn has taken over her clients. However still no progress or update on our vehicle from Ms. Tarryn. We contact the branch to follow up due to lack of communication from the branch. We were informed by Tarryn that the part was ordered from Germany. I did find this strange because no payment was requested from us but nevertheless I thought I would take Ms Tarryns word. Fast forward two weeks later, I once again have to call the branch again only to be informed that the part was never ordered from Germany two weeks prior as a 50% payment needs to be made before the part can be ordered. It is infuriating that no one from Audi contacted me to inform me of this! We had to constantly follow up with Audi on the status of the vehicle.

After the vehicle was returned, we had the vehicle washed two weeks later. After the wash, it was discovered that there there was grey paint on the left side of the car, rim, door, etc. So while the car was at Audi, another car was most likely being sprayed and my vehicle got damaged in the process.

We contacted, Mr. Shaun, the dealer principal on the 24 December 2022, who mentioned that everyone is on leave however he will send an email to Mr. Russell, the service manager to contact me on the 28 December 2022. However no call was received from Mr. Russell. I once again, contact the Audi Branch on 29 December 2022, and Mr. Russell was not aware of the discussion with Mr. Shaun however advised that I bring the car in for him to check. I took the vehicle in on the 30 December 2022 and was informed by Mr . Russell that he will contact me later during the day or by the latest on the 4 January 2023 to discuss when I may bring the vehicle in to repair the damage created by Audi Claremont.

Mr Russel never got back to us but before the vehicle could even go in for this repair, we once again had another issue on the vehicle.

As if we have not been through so much already, on the 7 January 2023, the vehicle was swinging and struggling to start. The bonnet was opened and to our surprise we found diesel in the entire engine bay and diesel leaking on the floor as well. I contacted Audi Assist and relayed the problem. A tow truck was dispatched to collect my Vehicle.

We were then informed that the above issue was a factory or warranty related fault on the vehicle and that Audi will cover the cost for repairs. They also advised that they will sort out the paint issue at the same time by polishing the vehicle. We informed them at the dealers that polishing the damaged areas On the vehicle may not fix the problem in its entirety but we will give them the benefit of the doubt and let them go ahead. We received the car back and was still not happy with the job but when this was raised with the dealer principal he thinks his doing us a favour by fixing the damages that were in fact caused by Audi and not us. He takes not even the slightest accountability for what has happened. When we bought the vehicle there was no issues with the paint now why should we settle for a sub par polish job because it’s being done at Audi’s expense?

And if this is not the cherry on the cake, we were told by the dealer principle himself in the presence of the service advisor and service manager, that if we want to, we are more than welcome to take this case to the Ombudsman. The audacity! Is this how you speak to and treat your customers? Is this what you call customer service?

I will never recommend anyone to Audi Centre Claremont and I surely will not be taking my vehicle there again.

They issues were also raised with stakeholders at Audi SA via email but they seem to have the same attitude as the staff at Audi Claremont so this leaves me with no other choice than to bring this to social media and public platforms!