This is by far the worst car dealership I've ever dealt with and I've dealt with many. I am 58 years old and, except for my first car, I have always purchased new cars and I have never been so mistreated as I have at Audi Richmond. Except for the parts Manager Chris Hall and Tharsan in maintenance, everyone there from the receptionists to the General Manager (Mark Warsaba) could use some lessons with regards to customer service.
I purchased a 2018 Q7 Special Edition (fully loaded) and from day one when we went to pick up the vehicle, my wife and I were extremely disappointed with their lack of customer service. The lady who did the PDI did such a terrible job explaining all the advanced features of the Q7. I had to learn it on my own. A second lady who upsold on us on extended care and protection packages, told us that they would spray the vehicle with ceramic protection coat which cost us over $1200. Of course at the time we trusted her only later to find out that it wasn't what she claimed it was. And to make things worse, the people who applied it ruined the paint on the hood of the vehicle. The damage was only visible under certain light conditions (like the noon sun). When I took it to get a paint protection film (clear bra) installed against rock chips, Ken Wilson, the owner of Autowerkes Exclusive, pointed out the damage. He called it "halo effect" and said it's caused by inexperienced people using a rotary disc buffer. This was further confirmed by Derek at 911 Autoworks. After weeks of back and forth, Mark the General Manager of Audi Richmond finally agreed to refund the $1200 we paid for the protective spray they claimed was ceramic coating. Since then, whenever I brought the vehicle in for maintenance, I would refuse any car washes they offered out of fear of them damaging the REAL ceramic coating that I had a professional apply to the Q7.
There are several other instances of poor service but I tolerated them because I liked dealing with Chris from the parts department and Tharsan in maintenance. That said however, last week was the last straw. I had scheduled a maintenance session and when I arrived at the dealership, the valet and receptionist were trying to force me to wear a mask despite the fact that I explained to them that I was medically exempt. Then, they asked me to have a seat and called the GM Mark. The instant he arrived at my table, he opened up with a condescending and sarcastic remark... "Considering everyone else in here, I guess you're the one I have to talk to given that you're the only one not wearing a mask". Again, I informed him of my medical exemption, and although he claimed that he wanted to have a discussion, nothing was further from the truth. He was only interested in a one-sided discussion and paid no attention to anything I had to say. Long story short, he wanted me to wait outside while my car is being serviced, but could not give me the slightest idea how long the wait would be. That upset me to no end. For a 115K+ vehicle, I expected a better treatment than this. So, when I voiced my dissatisfaction with his lack of consideration to my medical exemption with a sarcastic remark of my own, he then decided that he will not service my car and proceeded to bring my car back to the front of the dealership. Then he handed me the key and said "go somewhere else I no longer want you as a customer". So, I did just that. I went to another Audi dealership where I will be trading in my 2018 Q7 for the new 2021 SQ7 for my wife and buying a new RS7 for me.