KenD
11-22-2002, 04:20 AM
I have a long list of minor skirmishes with this Dealer's Service Dept when getting my 2000 TT serviced. Yesterday, however, they went over the line. Car went in for 25K service and it was noted to me that my Warranty had expired. Not possible since I bought the car in December of '99. Audi's on-line warranty system had the wrong "in service" date entered by the selling dealer but my paperwork, including my maintenance book, had the correct date. Holbert's would not honor my paperwork. The system data had to be corrected. I can understand that. Here's where it gets interesting. Correction of the date was MY PROBLEM. They would not lift a finger to help me deal with Audi and the selling dealer to get the date changed in the system.
The selling dealer did their job. They acknowledged the mistake, called the Audi Warranty Mgr and got the date changed, however, the change would not appear in the on-line system for 24 hrs. Holbert's response ... sorry you'll have to come back another time. I went ballistic. A shouting match ensued at which time they, Holbert's Service Advisor, told me it was MY MISTAKE and not their problem. I got the Service Manager involved and even he was unwilling to acknowledge that the correction in the system made by the selling dealer was good enough. I finally convinced him to call the Audi Warranty Mgr to get confirmation of the change. This was just the last in a long list of problems with this Service Dept. In July of '02 I had work done to replace the clutch master cylinder. I picked the car up and all seemed OK. Then, a week later, I noticed that the engine splash cover, the large plastic cover mounted under the engine compartment, was missing. I went to Holbert's and sure enough, they had it, sitting in the service bay where the car was worked on. Didn't anybody there wonder what that was for and who it belonged to? Nobody contacted me or cared.
Anyway, a word of warning. Avoid this dealer and their Service Dept. I will be writing a letter to Audi of America to report these incidents.
The selling dealer did their job. They acknowledged the mistake, called the Audi Warranty Mgr and got the date changed, however, the change would not appear in the on-line system for 24 hrs. Holbert's response ... sorry you'll have to come back another time. I went ballistic. A shouting match ensued at which time they, Holbert's Service Advisor, told me it was MY MISTAKE and not their problem. I got the Service Manager involved and even he was unwilling to acknowledge that the correction in the system made by the selling dealer was good enough. I finally convinced him to call the Audi Warranty Mgr to get confirmation of the change. This was just the last in a long list of problems with this Service Dept. In July of '02 I had work done to replace the clutch master cylinder. I picked the car up and all seemed OK. Then, a week later, I noticed that the engine splash cover, the large plastic cover mounted under the engine compartment, was missing. I went to Holbert's and sure enough, they had it, sitting in the service bay where the car was worked on. Didn't anybody there wonder what that was for and who it belonged to? Nobody contacted me or cared.
Anyway, a word of warning. Avoid this dealer and their Service Dept. I will be writing a letter to Audi of America to report these incidents.