I will preface this review by saying that I have and will continue to be open to resolution.
I purchased my Q3 from Pfaff in June, my sales contact was Will. At the beginning, everyone was very kind and patient, assuring me that Pfaff was a superior dealership and they have hundreds of points of inspection that a vehicle goes through. I was purchasing a car that comes with a 2-year warranty and I have nothing to worry about.
When it came to picking up my Audi, I was asked twice to delay coming down by hours (I am travelling from Barrie). When I arrived, I had to wait over 30 minutes to get paper work signed.
The first error I encountered was done by Samantha Falzon. My vehicle that I was trading in was in my mom’s name. Samantha asked me if she could co-sign as it makes the plate transfer easier. It turns out she just put the vehicle under my mom’s name. I was given an ownership and told to sign it and it was my mother’s name. I was told she was trying to fix this via email on June 13t. Nothing has happened.
Samantha sold me an additional optional stone guard and paint protector, I stressed that there were paint chips on the hood and IF I am going to have a stone guard put down AND a paint protective coat, I would like the paint filled in. I was told this wasn’t a problem and she will make a note of it. I also followed up with my sales rep Will as well regarding this. I was informed that the vehicle gets that done anyways.
Fast forward to pick up date, the chips were not filled in (I will supply pictures). I have white holes under my stone guard. Will started filling in my paint chips with a paint marker in the parking lot. This was such a tremendous disappointment and truly tarnished my buying experience.
I received ZERO delivery of my car. I was not shown anything around the car, my phone was not paired, I was handed the keys and told “congratulations”. I felt like I was being pushed out the door and Will has already moved on to the next sale.
As I get in the car, I realize that both of my keys have critically low battery and I have a warning on the dash. Of course, I told Will when I test drove the vehicle and he told me they would be replaced before pick up. When I informed Will, he told me they need a “special tool” to open up the key and they don’t have it and I should drive to Barrie Audi to get it done. I asked what happened if my keys died while driving… I did not receive an answer. My boyfriend looked at the manual while I was driving and it showed a picture of opening the key with a coin to replace the battery. We stopped at Walmart on the way home and changed the batteries with our “special quarter”.
The next day of owning the vehicle, the strut mounts start clicking. I took the Q3 to a mechanic and they should have been replaced. I let Will know and he asked me to bring the vehicle down from Barrie to Vaughn. I at this point was also contacted by Bryce, the pre owned manager via text asking me to call him.
I told Bryce my story and he informed me that he wanted to help and the situations I encountered should not have happened. He asked me to bring the vehicle down and we can meet in person, which I did. He took pictures of my stone guard and paint debacle, had a tech look at my car and told me that he would improve the situation. Bryce let me know that he would get a rental for me, detail and fuel my car for the trouble of driving down when I come for my appointment. He also let me know that Samantha should be contacting me and fixing the ownership on their end.
After phone calls with Bryce, he doesn’t seem to be making me an appointment and suggests that I take my car to Barrie Audi as it is covered under warranty to replace my strut mounts. He keeps telling me that he will get back to me about the stone guard.
I went ahead with my appointment with Barrie Audi and they replaced the parts for me and gave me a rental at no charge. They did inspect the vehicle and found another part that desperately needed replacing- a part that was supposed to be “checked” under Pfaff’s inspection. I left a voicemail for Bryce that went unanswered for around 4 weeks.
I did send him a final text message (I will include a picture) asking him to contact me on Tuesday September 10th. I have also requested the copy of the “inspection” my Q3 went through as I am having doubts anyone looked at it. Upon getting my first oil change last week it was brought to my attention that factory air cabin filter and engine air filters were left in my car. My car was at 54K KMS at purchase (I did take pictures of the filters).
I am really saddened by my experience with Pfaff as I wanted it to be so much better. I would have never thought this would have happened to me.
I am sure not everyone has a bad experience but it’s disheartening that Bryce, or anyone for that matter, didn’t even have the basic decency to even respond to me.
Samantha did email after I sent Bryce a text saying she was sorry for the delay and she was going to look into fixing the ownership. She said she was going to back to me by end of day, Thursday September 12. No word from her.