West Broad Audi

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CLOSED NOW - Opens at 7:30am

Poor experience. I recently took my 2004 A4 to West Broad Audi and was disappointed by the service I received. Brad Reichwein (service manager), Mark Parham (store GM), and technician Brock were every buyers worst nightmare.

I took my Audi to West Broad Audi/ VW for a diagnostic. At the time I was working with an outside German car specialist that recommended I take the car to the dealership because he was having trouble pinpointing the issue regarding why my check engine light was on. Basically, I was told that every piece of work he had done was wrong, everything the dealership I purchased the vehicle from was wrong, and that I needed to fix everything they recommended before they could fully diagnose. At first I was so taken back that I told them I would need a little time to speak with these other parties before authorizing the work. After thinking about the conversation I had with Brad, I began to question all of the work they were claiming needed to be completed. It was odd to me how he used disclaimers such as “this may fix your problem” or “it could be your injectors or vacuum but we cannot guarantee it”.

A few days later I called the service department to make an appointment to have my outside mechanic come by to understand the work they were saying needed to be done. I called on a Thursday to set up an appointment for Saturday 9am. Brad assured me that he would not be at work, but the technician Brock would be there to go over the car. Saturday morning came and I arrived for the appointment. The gentleman working the service lane that morning said, “Brad and Brock are not working today. I remember when you called, as soon as Brad finished speaking with you I told him he was mistaken and Brock was not working today.” I never got a phone call rectifying the mistake, Brad did not call Monday as they promised he would, and through my whole ordeal with the dealership no one ever apologized for the inconvenience.

I was so angry by the missed appointment and the non- direct diagnosis that I decided to go to the store GM Mark Parham to try to get better results. Mark was undoubtedly the biggest let down at this dealership. He was in a rush to leave at 3:30 in the afternoon and was completely unprofessional. He did not shake my hand, show me any respect, or treat me like a customer. He told me his service department told me some things that could be wrong and I would pay the $100 diagnostic fee. Basically my diagnostic is a list of things that can cause a check engine light to come on and they would like to fix in a trial- and- error type of thing. All I wanted was a direct answer of what the problem was or someone to say if we try these things and we are wrong we are not going to keep charging you and keep playing around. Mark told me the $1600 was basically pocket change and that if I gave him $5000 right now he would guarantee his mechanics would fix my car, but the nearly $2000 they wanted without a straight answer of the problem was just my loss. (Money was not the object here, it’s throwing money away that I have a problem with.)

In the end, I agreed to pay the diagnostic and depart, only to find somehow the “Audi specialists” managed to completely drain my battery since I dropped it off. I asked both men to be sure I get to complete the CSI survey, yet for some reason Brad tried to get me out of the door and not get my contact information. I of course made him enter my email address in the system and print out a copy of my contact information to make sure it doesn’t get “lost in the mail.”

Do not do business with this group, because unfortunately Brad Reichwein and Mark Parham are equally unprofessional and simply do not care about customer service.