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Recent Reviews from Audi Bellevue

I’ve been a loyal Audi customer since 2012. I contacted the Audi Customer Experience team as my final recourse to mitigate an oil consumption issue plaguing my single owner 2012 Audi Q5. As a context, my Audi has been having oil issues for the last 2-3 years. Initially the "top off" went from 3 to 4 times a year about 3 years back regressing to 3/4 times a week in the last 6 months. The Audi Dealership in Bellevue, WA (AutoNation of Bellevue, in Bellevue WA) conducted a two-stage oil consumption test around 2-3 years back and sent me home with no defects. Recently with my high frequent visits for oil top offs and on my insistence, they conducted another round of oil consumption tests and found that my car was burning 6 quarts per 1,000 miles. They recommended removing the cylinder head and inspect the valves for a cost of $3,120+ tax. They suspected they would need new pistons. I inquired about potentially trading in for a new car and the sales team gave me a run around before giving me an estimate of $100 for what they termed an "inoperable" car. This came from Mr.Bunyatov in the sales team. Reluctantly, I signed off on the diagnosis and inquired if Audi Corporate might participate in the repair because the issue very closely resembled the issues found in the 2010-2011 models which surfaced a class action lawsuit. My research also found several 2012 models that were subjected to the same impairment. I heard back from the service team at the dealership that cylinder 3 was "scorn" and Audi is recommending a new engine. I also heard through the dealership that Audi Corporate was not inclined to participate in the repairs since the car had 92K miles. They recommended I move into a new car. At this point, I was between a rock and hard place since the sales team was not giving me the due trade-in value while I was stuck with a car that was torn down and not functional. Please note, I had dropped off a perfectly operable car that had a trade-in offer of $7000 from another buying source. As a last-ditch effort, I directly contacted Audi's Customer Experience hotline and spoke to Nathan ( Customer Advocate) who patiently took down my details and contacted the dealership. He mentioned that it would take 4-5 days to receive an adjudication. After 8 days had passed and with me holding up the repair I contacted Audi Corporate and spoke to Nathan again who said a ruling on the case had not been made and asked for a few more days. By then the dealership had started to pressurize me to decide on the repair because I had their loaner for over 2 weeks. I physically went to the dealership and spoke to the GM, Mr. Michael Spencer. After spending an hour we agreed on a price/payment arrangement for a new car but he was not willing to pay me anything for the trade-in. Our gap at that time was $4,750. Since our negotiation had resulted in a deadlock, I found myself in a corner with limited options. I reluctantly responded to the service team's pressure tactics with authorization to repair the car and under duress gave them the green light to initiate the repair. When I look back at this incident, I felt cheated for being a loyal customer. First off, I strongly believe a well made Audi Q5 has a useful life of 255,000 miles for a well-maintained car. Engines are not supposed to seize and be replaced at 92K miles. This is not a wear and tear problem, nor was there any accident with this car. I religiously serviced the car at the dealership for 8+ years.

Arindam Basu Mar 15, 2020

I purchased a 2018 Subaru Crosstrek recently and have been very dissatisfied with the customer service I have received. As I drove away, I noticed my radio and navigation system had no volume. As I had already made it to the freeway I decided to check it when I got home. Unfortunately, it did not work. I contacted the sale associate Friday evening and was asked for video proof which I tried to send immediately. On Saturday after numerous unsuccessful attempts to send the message via text, due to a size limit on the sales reps end, I was told I could bring the car in to have a diagnostic test and parts ordered if needed. I was told I would not need an appointment for my diagnostic service and agreed to come in on Monday instead of Saturday, to ensure I'd be seen and not have a long wait. Sadly, when I called Monday to ensure I could be seen without an appointment, I was informed I would need an appointment and that they were busy and could try to see me but suggested I leave the car to avoid waiting. I requested an appointment for the following Monday as I did not have an easy way to get back to North Bend without my vehicle. As I work everyday and need access to a car I could not bring it in sooner. When I went in for my scheduled appointment, prior to anyone looking at my car, I was told that there wasn't much they could do and I need to go to Subaru. Why did it take me driving 60 miles round trip to be told that I need to go into Subaru instead? Couldn't you have told me this on the phone and saved me time and gas? This trip that was a complete waste of my time. I am very frustrated that after spending a significant amount of money on a car, I have been unable to get this resolved. I feel that more should have been done more in this situation as you sold me a car with a pretty major flaw. Had I known this, I would have bought a car from someone else. Very disappointed with this entire situation for what be such an exciting time. UPDATE: After sending the information above in an email to Audi, the sales rep texted me apologizing and offering me a tank of gas and a few free car washes. As I live 30 miles away, getting a tank of gas and a few car washes is a nice gesture but as this dealer is out of the way for me, I do not know that I will be able to take them up on this offer. The company also responded to this review and asked that I speak with the GM, which I have done, and was again apologized to but there is not much that can be done to fix this now as Subaru was able to quickly solve this issue and my radio now works again. I am raising this review from 1 to 3 stars as I do feel that Audi cares about their reputation and has tried to make this better.

Amber Prieto Dec 11, 2019

We purchased a used Q5 from Audi Bellevue. During our search, I mentioned that we were going to get pre-qualified financing thru our local credit union, our salesman told me we didn't need to do that, they worked with 50 lenders and would work to get us the best financing and that they worked with our local credit union. I thought that was a great option as maybe we would get better rates from another lender. A few weeks later, during the purchase of our car, we again asked our salesman at the start of the process to be sure and run our credit with our local credit union as they were our preference for financing. We even asked that they change our names around as they had mine as the primary and we knew from talking to the credit union that my husbands name should be first. He kept coming back from the finance department with Audi Financial rates. We asked at least three additional times for the local credit union rates and his response was either we're still waiting for the rates, or she will have the rate for you when you sign the finance papers. When we went back to sign the financing papers we specifically asked again what the local credit union rates were and we were told "didn't he tell you, they were higher." so we signed with Audi Financing trusting that was the best rate. A few days later we decided to double check with our local credit union as they have never failed us before with the lowest rates. They confirmed that Audi Bellevue never even ran our information for a car loan thru them and in fact our local credit union rates were 1.15% lower for the same term. We had to wait for our registration and then had to spend additional time to refinance thru our local credit union. We don't know if it's Audi or AutoNation who endorses this complete dishonesty to customers, but we do not recommend either due to this. We also reported this to our local credit union when refinancing and our branch manager will be reporting Audi Bellevue to the car loan division.

ScottJ Jul 29, 2019

We recently purchased a used Audi from a friend. When we purchased it, the previous owner let us know that there was a recall on the airbags and it would need to be serviced at a dealership. Needing to find somewhere to get it serviced, we went to our closest dealer, Audi Bellevue. We had no issues with the recall service, so we figured that we would give them a shot for routine maintenance. This was a mistake. We called the service department to make an appointment, and a call center took our appointment request. Over the phone, they quoted anywhere from 200-1000$ for the service at our stated milage (around 102,000) and for a check engine light. When we took the car in for its appointment, it turns out they had completely misquoted us over the phone, telling us the price for a 95,000 mile service instead of the 105,000 that they thought we needed. The price would be 3,600$, and end up including the replacement of the timing belt and water pump asl well, instead of the initial 200-1,000$. This seemed ludicrous to me, so we called a few other shops for quotes and it turns out I was right. All other quotes were around the 2000$ for the exact same service. I called to cancel the appointment, at which point the service advisor dropped the cost of the service to 2,400 (a 1,200$ difference) over the phone. While I appreciate the effort in price matching, this makes me wonder why we were quoted 3,600$ in the first place. What were they overcharging for? Due to the drastic change in price though, we kept the car with them. Turns out this was a big mistake. After some time, we get a call stating that the car needs a new fuel pump. This would add another 1,100 to the service (other shops quoted at around 800 for the same thing). We declined this service, as we were already feeling uneasy about their pricing. We were told that the car would be available that day for pick up, as long as we arrived before 8:00pm. We drove to the dealer, arriving at 7:15p, only to find that they had closed the service shop without setting aside our keys for pick up and made no arrangements for us to pay even though the service advisor explicitly stated we could get the car before 8:00pm. We ended up having to leave without our car and come back the next day. We finally picked up the car, and took it instead to Redmond European (who have been nothing but amazing throughout this entire process). When we took it in, the technician noticed some discrepancies on the repair report. They did not run a code check on the car according to their notes, the only reason that they noted that the fuel pump needed to be replaced was due to a slow start up. Our new technician let us know that it is extremely strange that they would not run a diagnostic first thing to let us know that there may be other issues with the car, instead letting us get deep into the repair cycle before consulting us on what we would like to do. The Redmond European technician also let us know about an extremely common failure point on our model: specifically a cam shaft tappet on one of the fuel pumps. These can catastrophically fail and cause damage to the engine. He let us know that we should check that before sinking any more money into the car, because there was a chance that this could cause irreparable damage to the car. Lo and behold, this was the issue with the fuel pumps. If the Audi Bellevue dealer had done their due diligence and checked the codes first (which is one of the primary reasons the car was brought in for service), they would have found that the pumps were working much harder than they needed too due to this failure, and could have given us the chance to make very different decisions about the path we chose to maintain the car. We called their service department managers, and they seemed fairly indifferent to our problem. We were not offered any form of a fix for our experience, stating that since we already received a discount for the initial service (which was really just price matching), there was nothing they could do. Instead, they attempted to tell me that, while they didn't check the codes initially, and did not document as such, that they did end up running the code check during the service, and that since we were informed at some point (after we had already paid too much) that they were not at fault. I will never take my vehicle to this dealer again. The communication was terrible, they did not perform maintenance procedures consistent with industry standards, and they charged a significantly higher fee for service than just about any other shop in the area. If I ever need recall service, I will be driving the much further distance to University Audi instead. If you want to avoid the issues I had, I recommend taking your car to Redmond European. The customer service and pricing we have experienced there has been exceptional. They knew exactly what to look for in our car, and did not try to take advantage of us.

Russell Calcote Apr 26, 2019

We recently purchased a used Audi from a friend. When we purchased it, the previous owner let us know that there was a recall on the airbags and it would need to be serviced at a dealership. Needing to find somewhere to get it serviced, we went to our closest dealer, Audi Bellevue. We had no issues with the recall service, so we figured that we would give them a shot for routine maintenance. This was a mistake. We called the service department to make an appointment, and a call center took our appointment request. Over the phone, they quoted anywhere from 200-1000$ for the service at our stated milage (around 102,000) and for a check engine light. When we took the car in for its appointment, it turns out they had completely misquoted us over the phone, telling us the price for a 95,000 mile service instead of the 105,000 that they thought we needed. The price would be 3,600$, and end up including the replacement of the timing belt and water pump asl well, instead of the initial 200-1,000$. This seemed ludicrous to me, so we called a few other shops for quotes and it turns out I was right. All other quotes were around the 2000$ for the exact same service. I called to cancel the appointment, at which point the service advisor dropped the cost of the service to 2,400 (a 1,200$ difference) over the phone. While I appreciate the effort in price matching, this makes me wonder why we were quoted 3,600$ in the first place. What were they overcharging for? Due to the drastic change in price though, we kept the car with them. Turns out this was a big mistake. After some time, we get a call stating that the car needs a new fuel pump. This would add another 1,100 to the service (other shops quoted at around 800 for the same thing). We declined this service, as we were already feeling uneasy about their pricing. We were told that the car would be available that day for pick up, as long as we arrived before 8:00pm. We drove to the dealer, arriving at 7:15p, only to find that they had closed the service shop without setting aside our keys for pick up and made no arrangements for us to pay even though the service advisor explicitly stated we could get the car before 8:00pm. We ended up having to leave without our car and come back the next day. We finally picked up the car, and took it instead to Redmond European (who have been nothing but amazing throughout this entire process). When we took it in, the technician noticed some discrepancies on the repair report. They did not run a code check on the car according to their notes, the only reason that they noted that the fuel pump needed to be replaced was due to a slow start up. Our new technician let us know that it is extremely strange that they would not run a diagnostic first thing to let us know that there may be other issues with the car, instead letting us get deep into the repair cycle before consulting us on what we would like to do. The Redmond European technician also let us know about an extremely common failure point on our model: specifically a cam shaft tappet on one of the fuel pumps. He let us know that we should check that before sinking any more money into the car, because there was a chance that this could cause irreparable damage to the car. Lo and behold, this was the issue with the fuel pumps. If the Audi Bellevue dealer had done their due diligence and checked the codes first (which is one of the primary reasons the car was brought in for service), they would have found that the pumps were working much harder than they needed too due to this failure, and could have given us the chance to make very different decisions about the path we chose to maintain the car. We called their service department managers, and they seemed fairly indifferent to our problem. We were not offered any form of a fix for our experience, stating that since we already received a discount for the initial service. I will never come here again.

Disgruntled Customer Apr 26, 2019

A routine 35K service ended up taking five days to complete and charged me 3x the stated price without ever informing me or authorizing the extra expense. They didn't order enough of the parts so it sat another day. They didn't order the parts for the transmission flush (part of the 35k service) so that was another day. They didn't do all of the things I asked. and I asked every time I talked to them on the phone. The Service Advisor who is an assistant manager argued with me that it was "all in the kit". it wasn't. Eventually he went to get a tech, and the tech told him he was wrong. so the car sat another night. He assured me that both it and the clutch hydraulic fluid (and the wiper blades) would all be done in the next morning). The next day, more excuses about how they would have to research how to change the fluid. and no wiper blades done I take the car, determined to find an independent service shop. on th way home, the oil light comes on. lLess than three minutes after leaving. Despite them mucking around in the engine area, changing the oil, spark plugs, and filters all in the proximity of the oil sensor they say magically the oil sensor stopped working with no connection to their work. Despite the fact that it worked fine for, you know the whole life of the car until it sat in their shop for five days and they touched every part of the car, and the light came on for the first time ever after leaving their shop. No connection, no sense of accountability, no apology for taking so long, part order mix ups, not doing the services asked. So on top of a $3000 charge for a standard service (!!) they want $700 to replace an oil sensor that was fine when it went into their shop and not fine when it left Nope. If you are incompetent, work to be better. If you don't stand behind your work, won't own or apologize for your mistakes then you don't deserve to continue to be in business. It's a shame when great techs are let down by incompetent and unscrupulous tech advisors. I, my friends, my family, and anyone who ever asks for a recommendation won't be back.

Robert Howard Sep 25, 2018

IF YOU HAVE CHILDREN, DO NOT BUY AN AUDI! There’s a key malfunction and your child will be locked inside!!!! My brand new 2018 Audi Q7 (loaded/prestige package) somehow locked my keys, phone, AND CHILD (who I had just buckled into his 5-point harness car seat) in the car on a HOT day in the HOT sun last Friday. I borrowed a passerby’s phone, called my husband in a panic and he contacted Audi Bellevue where we purchased the car. They were ZERO help. In the meantime I called 911 ... The police came and broke a window, freeing my TERRIFIED almost-3 year old. The police were shocked that a brand new car could do such a thing. They said this SHOULD NOT HAPPEN. Yeah, obviously. We talked to Audi Bellevue 3 more times that evening, letting them know we’d be dropping off our 4-door, 3-window car first thing Saturday. They let us know they’d order a new window and have it overnighted, to repair the window, which we’d need to fill out an insurance claim for. While at the shop, we asked that they tend to a few other seemingly minor things, like detail the car which had glass EVERYwhere, see why the check engine light comes on all the time, an oil change, and remove the tv from the rear seat that is stuck on and impossible to take off. Whelp. It’s Tuesday night at 6pm and guess what? The car is only now getting cleaned (after telling us repeatedly that the detail center is overbooked and we didn’t have a reservation, um WHAT? Yeah, sorry - I didn’t know the car would lock my poor son in it, apologies for not making a reservation!), they haven’t removed the tv (can’t figure out how), they didn’t see anything wrong with the check engine lights (doubting they even checked/drove it), and the best part: THE WINDOW STILL HASNT ARRIVED. They didn’t order it until Monday and they’re saying they requested overnight delivery but the delivery company messed up (your classic point the finger at someone else move). The kicker in all this - we live in Bend, Oregon and we’ve been in town this week for my son’s surgery at children’s, which required us to stay in seattle for the week while he recovers. We have to check-out of our Air bnb by 10am tomorrow to finally head home, YET THE WINDOW STILL ISNT HERE! The good news: they’re now taking responsibility and we don’t have to involve insurance to replace the window. Honestly I haven’t ever been treated so poorly or been brushed off so ridiculously by a service department (who is over-booked and understaffed) and I certainly didn’t expect this from Audi. I truly regret spending close to 6-figures on an unsafe car that has an apparent glitch (which Audi knows about!!!) that can lock your family inside. Terrifying. So disappointed. BUYER BEWARE!!!!!

Cory Banks Pavlovich Aug 21, 2018

Really sucks, I bought 2018 A5 Convertible in Audi Bellevue, I drove it for 3 month and I found my windscreen has big noise! When I drove the vehicle, I found that the dashboard/front windshield was with non-negligible buzzing noise. I drove under different weathers, temperatures and with/without music playing scenarios but all of those situations, the car was always with the noise. The noise heavily distracted me when I drove and it has already become a safety issue for me. I cannot find the root cause so that I contacted Audi Bellevue to figure out the reason. At the very beginning, Audi Bellevue told me that they did not find any noise. After entire two weeks' inspection, on 07/13/2018, I finally got feedback from Audi Bellevue that both my vehicle and their currently on-hand Audi A5 were with the same issue. When the car is driven after roughly 15 minutes, the coolant pump will automatically be activated. The vibration of the pump made the entire front dashboard and windshield humming. They asked me to visit their store to meet their service team. When I visited Audi Bellevue on 07/16 and checked with them about the solution. I was told from the technician team that it was just the “design”. If I felt unsatisfied about the noise, I need to contact Audi America or escalate to his manager. I had a face to face talk with Michael Ruch, the Service Director of Audi Bellevue. However, he totally did not start from an Audi owner’s perspective to understand my frustration and dissatisfaction, and refused to help me to figure out how to fix the vehicle noise. He told me that only there is a broken part he can find, the issue can be defined as a quality issue. Given the pump is working well, the noise cannot be distinguished as a quality issue but just my personal judgement. He will have no responsibility to support me to deal with any vehicle designing issues. His answer was totally absurd and did not represent the quality of Audi Service. He was even reluctant to escalate to Audi America because it was also “out of his scope”. I did not get any support from Audi Bellevue.

Chloe Wan Jul 31, 2018

I have purchased plenty of vehicles from below average to good dealerships, before I moved to Seattle I was impressed with Jackie Cooper Imports from Tulsa, OK. They have a similar model of having several high end brands and a similar selling process for all. That being said not one has equaled the customer service and actual real emotions of concern and caring about my needs as a customer. I actually enjoying purchasing vehicles because I am in sales myself and I know how to not get emotionally attached to a purchase. I received an email from Barrier Audi that my current vehicle at the time (Infiniti) was considered a competitor vehicle and I'd get a special discount if I traded it in, which I was considering doing. I sent an email inquiry from that email and within 15 minutes got an actual email from Kate Woodcock....in less than three hours 85-90% of the deal was completed (a first for me). What I noticed was there was no underhanded techniques, sales pitches or me having the need to take a shower from talking to someone that was spewing lies that some people have experienced with car buying. I mentioned that I may be stopping by that weekend and I would definitely give her a call/email to let her know because her time is valuable. I decided to stop in (no appointment) during the weekend and she managed to have a sales person (forget his name but he was great too...think Gary). Anyhow she greeted me and passed me off as she had actual appointments, the sales process after test driving a new 2014 S4 was very fun and non-pushy. I closed the deal within 24 hrs and it was a true pleasure, from start to finish. Without a doubt I will buy my next Audi with Kate Woodcock and I highly recommend you do the same. Barrier takes their hiring seriously, not just with sales but with the important people after you buy the car....Service!! These people are awesome and very, very helpful. I have met with several people with questions and buying aftermarket products there and they have been so helpful with everything. One more thing you can't beat about Barrier, free car washes with your purchase!!

Ruben Hurtado Sep 21, 2014

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