Recent Reviews from Audi Pensacola

I have used the service department several times...allowing for misc. problems to be just accidents...but yesterday took the cake with failure to perform as promised. Notes from visits below. 1st visit I bought a $495 key. I had to go back 3 times because it was not cut correctly or program was incorrect. 2. oil change and I bought a new battery, fluids were not topped off and I ordered the coolant at home and topped it off myself. 3. Oil change and the service tech said upon inspection my battery needed replaced. When I mentioned that it was just done there with my last oil change an excuse was made for why a visual inspection that they do was not good enough for him to see that it was a new battery. 4. Oil change and asked them to look at my parking brake light , and I scheduled to have a wheel fixed. I got the car back and the parking brake light was forgotten, and now my hood would not stay up. 5. I took the part for the hood with me to the dealership when I went for the wheel repair. They had promised to look at the parking brake put the hood part on and now I had a headlight out they were going to look at. They called back and needed to keep the car overnight the wheel guy was not done,and that the hood part was on and they would call on prices for the other work; I did not have a problem with that.They called back about the headlamp out and for a bulb and ballest replacement they wanted $816, and to replace the parking brake module they wanted $1100, I turned these down. The next morning approx. 9am I called the service department about my car to see if I could pick it up...guy went to check and said guy was just picking up the wheel to start...it was supposed to be finishing not starting and I asked him to check again, and he said it was actually ready to be picked up. When I picked it up I got in the car and the brand new hood part that the supposedly put on was still in plastic in my seat. I popped the hood and it still would not stay up...they had not done it. I was told that the service rep dropped the ball...however when reading my paper it said it had been done ...as I had been told. To me there service is poor and unreliable...you have to double check everything they do.

Beverly Holbert Sep 29, 2019

I was assisted by Ernesto Martinez. I had walked in to the dealership not expecting to purchase a vehicle but ended the night leaving with the vehicle I had my eye on. Thanks to Ernesto who worked diligently to make this SUV affordable for my husband and I. We had discussed getting a Volkswagen Tiguan someday but had no idea that day would've become a reality so soon and it did all because of Ernesto and the Audi team. While I was at the dealership not once did I feel like I was being haggled or ripped off like I have in the past at other dealerships. Ernesto made the purchasing process as smooth and easy as he possibly could. After the deal was already done he had called me back 2 days later because he found us a better finance rate. We would definitely return to this dealership in the future. UPDATE: I recently discovered that our second key fob doesn’t work. My husband is in the military and was away which is why the second key fob wasn’t tested until recently. I attempted to change the battery and also read an article stating that sometimes key fobs can get out of sync with the vehicle. We took it to our service appointment with Volkswagen today and we were notified that the key fob was brand new and not even programmed to our vehicle. I contacted Ernie in regards to this issue and he was unable to assist because the dealership does not have to provide a second key with used vehicles, which we are now aware of & understand. We are grateful to have received a second key but when I left the lot I was under the impression it was a working key fob. Due to this we have to pay out of pocket ($110) for the key to be programmed. I hope by writing this that people purchasing a used vehicle who receive two keys will check both keys before leaving the lot to save themselves some money as I’m sure the dealership would be more willing to work with customers who have yet to purchase their vehicle. We are still grateful to have had Ernie as our sales man and we are young car owners who have now learned to check key fobs from this experience

Jocelyn Wiseman Aug 7, 2019

From the dawn of time there is a stone table! At the table resides earth, wind, water, fire and the Car God! They came to the table because of the evilness of people in the car business. They passed on and took their seat at the table in order to bring parity and kwan to the universe!! Some people do not believe that they are a force or even exist. They are so wrong!!! They can be kind or vengeful, it is the General Manager, Sales Manager, Service Manager, or Salesperson who desires to appease or offend them for they have passed on to a better life and will exact blessing or pain on a dealership or individual! It has escalated to a Category 4 storm. I had a meeting with the GM and the Service Manager today and I was pretty much told to go F myself! In fact, the GM opened his office door and literally threw me out!! Of course, I gave him a classic MF from the car Gods!! The saga continues!!! Audi S5 Coupe with 68,899 miles on it to be fixed. On approximately 04/15/2019, the vehicle was towed from Gulf Breeze, FL. To the Pensacola Audi due to the fact it had shut down and I had to coast into a parking lot. Upon inspection, by my father, who has been in the automobile business for over 12 years, he realized that the vehicle was making a significant noise in the top part of the motor. Once the vehicle arrived at Pensacola Audi, it was diagnosed with a timing issue. The warranty company paid the 1st claim of $4,851.89 to the repair facility, after they sent out an independent inspector to look at the vehicle. Once the vehicle was reassembled and taken on a test drive, the noise still was present. It was brought to my attention that the vehicle indeed needed a new motor. This brings me to my current situation. The warranty company refuses to pay for the motor because they are stating that it was misdiagnosed. Pensacola Audi is telling me that it was not misdiagnosed since they could not get it running without fixing the timing chain issue. However, my father and I were able to start the car along with the towing company. The problem is I am caught between a rock and a hard spot because I have the warranty company telling me one thing and Pensacola Audi telling me something else! The one thing I know is I have been without my car now for over three (3) months with no resolution in sight at this moment. Please understand that I have been extremely considerate and patient regarding this matter. However, my patience is running thin regarding this matter. I purchased the BEST warranty that they had to offer, paid $3,232.00 plus tax with a $100.00 deductible and I have never driven my car off the lot since it has been to the repair facility. I am also paying over $500.00 a month for a vehicle that I have not driven in over 90 days. In my opinion horrible customer service.

Bruce Hilt Aug 3, 2019

Recently purchased as used car from Audi Pensacola after I was in a car accident and my previous car was totaled. I found a car I liked off the internet and emailed the sales team regarding the price and availability of the vechile. A specific question throughout the buying process was how many keys the car came with. I have emailed proof and messages from employees stating the car came with both factory keys.. having both keys is a huge deal for me. Throughout the buying process I received confirmation that the car came with 2 keys, and it even stated this fact on the keychain. Well push comes to shove after all the papers are signed and I’m about to get into my new car, my salesman states “well actually it looks like we only have one key”.. this is pretty upsetting and very disappointing when I specifically questioned how many keys this vechile comes with. He stated would check with the managers and they will figure something out. I have not received any feedback from the management regarding this. Yes, I understand all vechile a are sold “as-is” but do not advertise and tell customers that both keys are present all throughout the buying process and after all the papers are signed “ well sorry we only have one key”.. ANOTHER BOMSHELL, came today when I get pulled over regarding my car registration. During my purchase I decided to transfer my plate from my old car to my new used car, didn’t think it would be a big deal. Well after signed the papers my salesman states they had trouble transferring my plates and they would be able to take care of it the next business date since I purchased the car at 7pm and the DMV was closed. Not a big deal, received a temp plate and went on my way. Well today I get pulled over for regarding my expiring temp plate.. and I still have not received my new registration. I called my local DMV and they stated the vechile was still registered to my OLD car. 😡😡😡😡. There has been no communication throughout any of these issues from the dealership.. Not a call, message, or email. I am completely disappointed in the dealership and the whole “sonic automotive buying experience”

Justin Hartmann Sep 7, 2018

Had a terrible experience. Drove over an hour to get to this dealership. Nathan Schipper was the Salesman assisting us. His attitude was poor and lied to me about not being able to provide certain information that I was asking for. He "suddenly" was able to provide the information after I repeatedly asked him for it. He refused to lower the price of the car which I later found out on their website that the price of the car was reduced. I guess we simply can't take Nathan's word in the car selling business. Perhaps I should have requested for Hannah Dozier like all the other reviews on google have been stating. EDIT***: After posting my review of this establishment, I had been talking to a Sales representative by the name of Shane Welbourne. He reached out to me hoping to earn my business and I was ready to change my negative opinion of this dealership. We had been texting back and forth regarding the vehicle I had been attempting to purchase. After a couple days, he said that the vehicle had been sold several days prior. The car's price on the dealership website continued to drop throughout the week. I was confused, so I called the dealership regarding the situation. The receptionist on the phone said the vehicle was available, but after I told him my name, he quickly changed his mind and said that the vehicle had been sold to someone several days ago. I had a buddy call in and request information about the vehicle and they wanted him to come in and look at the car that same day. Well, it's easy for me to say that I will not be doing business with Audi Pensacola ever again. This was the worst car buying experience I've ever had. The only positive experience throughout all of this was Mrs. Thao Nguyen. She really cares about her customers and goes out of her way create the best experience possible when purchasing a vehicle. It's a shame that she has to work alongside the individuals I mentioned above. I hope that this dealership will be able to change their ways and handle their customers better.

Lawrence Huynh Jul 25, 2018

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