Beware of Audi Oakville Service center, i felt like due to slow car sales in Covid times, the service team planned to cover up the losses by pounding on repairs on existing Audi clients.
I have visited a few locations from the year I bought my first Audi 2012, Audi Mississauga, Audi Queensway and from the last 2 years we are visiting Audi Oakville as this location is nearest to our place.
In the middle Covid times last year (2020), i visited Audi Service center for yearly maintenance, new distancing rules were in place and we needed to hand over keys (contact-less) and just gave name and number for the Service representative and went to the waiting area.That time the service rep may come by to discuss all issues, or on phone and mostly texting with live updates and provided detailed information and it took 5 to 6 hours to complete maintenance and they bring the invoice or email a copy and Rep review the details with us if needed item by item on fixes and total payment and invoice comes by email a copy (contact-less) after the card payment.
This time Feb-2021 for 205,000kms maintenance, I took early appointment 8am for yearly maintenance and for replace headlamp bulb. I met Mr. Ethan service representative, never seen a service agent (with expression in the morning not to work and no customer facing body language and do not have intention to provide a good customer friendly service mind). He took a few mins to search my car record and he asked many questions 1) have you been here before 2) when did you do last service maintenance 3) have you done 165k or so here...I said I visited this location from the last 2 years and the online appointment system found my account with my email id and recognizes the kms for next maintenance and how come you did not find my car info on the system. Not sure what the system they use or whether this rep is new to use this system?
I asked for a quote on 205k Maintenance and he called his manager for a quote and gave the price mark saying "Around $440. I said let's do it and asked to replace it with new wipers (front/rear), I asked approximately how much for windshield wipers, his response "Around $110", yep go ahead to install. Next engine light on dashboard issue, he said the service team needed to diagnose to find the root cause labor fee $165, i said yes add to list. Due to the Covid-19 new rules, we can not wait more than certain time so got the loaner vehicle from Audi courtesy. I asked Rep if he can check i hv option to loan an e-tron as I was planning to replace my car in a few months. Ethan said no we do not have an option, only one car available. I took the loaner and asked them to call me for an update on issues and a total quote on the engine light issue.
After a couple of hours I got a call from Rep saying the engine light issue was diagnosed and to fix it cost "Around $1500 plus taxes", for headlight bulb replacement $400 plus taxes. I said let's park engine light issue and wheel alignment issue (Around $260) for next visit and i asked give me a final quote price for rest of the issues to done today, he told "About after taxes $900" i said let's do all 3 fixes (205k maintenance, wiper blades, headlight bulb).
Got a message around 1pm saying my car maintenance was completed and can pay online if required and I clicked the payment link just one amount (no details on it) $1350. Big surprise to me "Around $900" and how come final payment is end up with $1350. Also I wondered how fast they completed 205,000kms as they said it's major one and light bulb replacement, engine light issue (one hr labor).. All things were completed in 4 hrs. My previous major service 165,000kms or so took almost 6 to 7 hrs in a day.
Got a message around 1pm saying my car maintenance was completed and can pay online if required and I clicked the payment link just one final charge (no details on it) $1350. Big surprise to me "Around $900" end up final payment to $1350. Also I wondered how fast they completed 205,000kms as they said it's major one and light bulb replacement, engine light issue (one hr labor).. All things were completed in 4 hrs. My previous major service 165,000kms or so took almost 6 to 7 hrs in a day.
I went to pick it up and requested the details of my invoice...
1) 205,000kms service options seems regular service around 10 items, but online schedule form for 205,000 kms maintenance has minimum 20 to 30 items to check but the invoice shows only 10 items, how to believe these guys whether they are doing their job correctly
2) Wiper blades replacement cost $128 plus taxes - The Rep before the service he told "Around $110", do they think what's the value btw $128 plus taxes is not around $110
3) The engine light issue to diagnosis itself cost $165 (one hour labor cost) - Really Really are you kidding customers to gouging in this EV Technology market - The Technician need to mount few cables on Car chip panel and the computer software will give full report on all issues and also tells the root cause, resolution with complete analysis report. We need to read the errors/warnings on the computer and tell us what's the issue. This is not rocket science like in the old days your rep needed to wear gloves and eyewear and get on to engine nuts & screws to dismantle to find the issue.-- Another big gouging here on labor.
Seriously, I felt this Service Rep looks like a newbie in this department and does not have any idea what is an economical way to save cost for both customers and the dealer. This kind of gouging nature may give instant profits to your service company but soon explode to bankruptcy and leads to complete loss of reputation in the industry.
After all this I asked Rep to email me a copy of the invoice for bookkeeping, he said we can not email from the system (lol) i need to go and scan the invoice to email a copy. I told him all of my previous invoices were emailed and Rep asked whether we needed an additional copy by email. He said this system does not allow him to email. This guy went off from chair and walked to another room and scanned a copy and emailed it. Again really, you are kidding.. I'm a Computer guy, from invoicing applications, generating an invoice copy with all my details and sending it to the printer. Do we need to scan the same paper copy to email to the customer? rather choosing some option to send print/pdf email or so... what kind of 19 century software version this service team is using to invoice customers?
I finally decided today not to visit this location any more for not being transparent to customers on repair costs and after seeing super gouging stunts, i decided to find a better reputation dealer anywhere in GTA for new e-tron or go for the best Electric car in the market.