Gordon B.

I have just gone through the worst purchasing experience in my life on my first Audi. There is a horrible support structure between Audi Canada and the dealerships, as such, placing our sad experience on the collective dealer network in Ontario, so future purchasers are at least aware of the serious lack of knowledge, professionalism and very shady business practices that are exercised by Audi Canada.

When purchasing my 2023 Q4 premium Etron, I provided Audi Canada's call centre with the vin number and exactly where the vehicle was being consider to be purchased from as I was questioning why the vehicle was not on a typical Audi lot. I was told that the small amount of milage was simply folks test driving it. Multiple Audi reps told me that, on their system, the vehicle went into service, was sold, and out of service on the same day which I quote they said "was odd and likely a mistake with financing falling through". I was even told the original purchaser never drove the vehicle off the lot. This vehicle had virtually no mileage on it and was still wrapped in the original manufacturer plastic as such, no reason to question this was not a new vehicle or technically had lost its new car status.

I was fully transparent and told Audi Canada and communicated I was looking at three competing manufactures and would be immediately purchasing. I further advised the ONLY REASON I was considering purchasing from Audi Canada was they had this unique program where they provided free charging for four years for new cars and 4 other feature packages all in. I further explained to them that I always buy new as our insurance company provides full replacement in the event of a car write off for the first five years at no cost, versus depreciated value which I have always had. I followed up in-writing summarizing all of this to Audi Canada after each agent call within minutes of the call, I was assured lines are recorded you will not have any problem and I am actually quoting one of the agents.

I was assured by Audi Canada I would be considered first purchaser under these circumstances and that the in-service date could be corrected and that I could then take advantage of these standard marketing packages. Otherwise I would not even consider this purchase which I clearly communicated to Audi Canada both verbally and in writing.

I followed up multiple times in writing as to my understanding as this was a significant purchase. Prior to me physically purchasing the car, Audi Canada did not once correct my direct communication to them. Each time I summarized my direct conversation with multiple agents that I sent to them of what was discussed with Audi Canada. I kept asking prior to purchasing for a manager for 100% confirmation, and no matter how many times I asked I was told a manager was not available, over multiple days.

I also followed up with the third party, Electrify Canada group, that manage the free charging program for Audi and explained my concerns. I was advised that this should not be a problem getting this 4 year package as they simply look to Audi Canada to "nod their head". I even immediately provided Agent name and contact number of Electrify Canada, prior to purchasing the car, to Audi Canada as I wanted to ensure no problem, both verbally and in writing, directly to Audi Canada.

The moment I purchased the vehicle I circled back with Audi Canada to implement these free packages that standardly go with this vehicle, which I understood I qualified for. I am then told, by the same agent I had spoken with, that I purchased the car from a non-authorized dealer. I asked this same agent, who I had spoken with on multiple occasions prior to this, why he had not told me this prior to the purchase, as he had both verbal and written confirmation of where the vehicle was coming from prior to the purchase, the only response I got was a pregnant pause on the phone. It is evident Audi Canada has little to any real knowledge of their own programs and figures it out as they go, to the peril of their end clients.

I am then further advised Audi Canada is working with the originating dealership, Audi Thorn hill, to ensure I get the various marketing packages that go with this vehicle as standard offering. I am advised this is the quickest process to fix this situation.

At this point again, I was asking for management's urgent intervention and I am given multiple dates when there would be call-backs, and once again no managers called to this point. Each date and time came and went.

I finally followed up with the General Manager and Sales Manager of Audi Thorn hill. Unlike Audi Canada they both immediately responded in writing advising they have no involvement at the dealership level and that this needed to be fixed by Audi Canada. They questioned why I was being sent to them to facilitate these marketing programs? I immediately, once again, forwarded this communications to Audi Canada. I was left wondering how could Audi Canada be so unfamiliar with their own processes, regulations and marketing programs? Worst, Audi Thorn hill further advises they have no knowledge of Audi Canada even contacting them (I had been told Audi Canada was waiting on Thorn hill Audi clearly another lie) and at this point the creditability of Audi Canada went to a zero.

After calling Audi Canada again, I am now advised that Audi Canada is working at the executive level to resolve this issue. At this point I have sat on phone with call centres for over 20 times, trying to connect with them, summarizing in writing and email to them each agent call, and now management calls, from the very beginning of this miserable client experience. As a president of a company I am stunned how a multinational firm can be so extremely non client focussed and unethical. I reached out to Audi Germany, parent company, and received a form email advising they cannot get involved, as this is a local market issue. The amount of time I am spending, simply trying to get Audi Canada to stand behind what they originally communicated to me, (not the different story after I purchased) and do the right thing at virtual no cost to them, is simply mind blowing.

They then told me that they had technical problems in their system and could not fix the in-service date, as technically no way to do so even if the vehicle went in and out of service on the same day. I am now being told I have forfeited all the marketing benefits that go with the vehicle as a result of a car going into service and out of service for one day and now lose 7 months of warrantee on top of this. Far too late for this communication really such a bad reflection on Audi Canada. I point out rationally to them that based on Audi Canada's communication this vehicle went in and out of service in one day, by their own communications multiple times and even confirmed by the manager, and never left the lot by what I now understand was the first purchaser (Please understand that I had originally been told that the sale never went through, as such I would be corrected to be the first purchaser of this new vehicle). Two put any purchaser through this over a vehicle being put in service for one day only is frankly shamefully.
Clearly no one has benefited from these standard marketing packages that go with the sale of this vehicle. Logically how is that reasonable or fair, and by no means consistent with what was communicated to us prior to purchasing this vehicle.

If you are purchasing a car you need to know that a manufacturer stands behind what they communicate and supports the very packages they market. The supervisor understands my frustration but I quote "there is nothing I can do". Even though calls are all recorded, they are now lying and telling me that no agent communicated the above facts. I followed up after each call and immediately summarized what was communicated and sent directly to Audi Canada. If there was any misunderstanding on my behalf, why would Audi Canada not respond immediately back in writing prior to the purchase and correct, they simply did not because my written communications was an accurate summary of agent direction, sadly very shady on Audi Canada behalf.

We are now having to take them into small claims court, any happiness in this purchase has been decimated by the unethical shady practice of Audi Canada

Think long and hard before purchasing an Audi Product, it can be a miserable experience if you have to deal with AUDI Canada directly. Every other google review on this group is a one star, which speaks volumes related to Audi Canada 22 consistent reviews cannot be all wrong.

THINK LONG AND HARD BEFORE PURCHASING AN AUDI!