Audi's "Luxury Service"? My Painful Experience Exposes Unfair Practices and Deception As a consumer, I once had full trust in Audi, a brand that prides itself on being "luxury." However, a recent car repair experience has completely shattered my faith in this so-called "premium" company--from inaccurate technical diagnostics to opaque charges and a blatant disregard for consumer rights, Audi's actions are not only infuriating but also call into question the integrity of the brand. 1. Two Technical Inspections, Both Wrong--My Car Had No Issue My vehicle was sent to an Audi West Covina for repair after the engine warning light came on. After two technical inspections, Audi's technicians claimed to have identified a serious issue and performed so-called "necessary repairs," charging me a staggering $700. To my disbelief, a few days later, the engine warning light turned off on its own, proving that my car had no fault at all! Audi's technical team couldn't even perform a basic diagnosis correctly, yet they had the audacity to charge exorbitant fees. This unprofessional behavior not only wasted my time and money but also made me seriously question Audi's technical competence. 2. Partial Refund and an Unjust $2,500 "Loaner Car Damage Fee" After admitting their mistake, Audi agreed to a refund--but only partially, withholding a significant portion of the payment. Even more outrageous, they charged me $2,500 for alleged "damage" to the loaner car. When I returned the loaner car, the rental department only instructed me to "refuel it," without specifying the required fuel grade. Now, Audi is using the excuse of "not refueling as required" to demand compensation for so-called "damage." This practice of adding conditions after the fact is not only unreasonable but also a blatant deception of consumers. 3. Audi's Service: Neither Professional Nor Responsible Throughout this ordeal, Audi's performance has been utterly disappointing: Unprofessional Technicians: Two inspections failed to identify the issue, yet they charged high repair fees. Opaque Charges: Withheld part of the refund and imposed additional fees without clear communication. Arrogant Attitude: Dismissed consumer complaints and refused to take full responsibility. Audi, a brand that claims to prioritize customer satisfaction, has done the exact opposite. Not only did they fail to resolve the issue, but they also exploited consumer trust to make a profit. This behavior is not only disrespectful to consumers but also a mockery of the term "luxury brand." 4. My Demands Full Refund: Audi should refund the $700 repair fee, as my car had no fault. Reverse the $2,500 Charge: The so-called "loaner car damage" is entirely unreasonable and should be revoked. Public Apology: Audi should publicly apologize for its unprofessional and opaque service practices. If Audi fails to address this issue properly, I will take further action, including filing complaints with consumer protection agencies, sharing my experience on social media and review platforms, and even pursuing legal action to protect my rights. read more

Systemic Operational Failures, Financial Profiling, and Hostile Delivery Environment I am a first-time Audi buyer who purchased a 2024 Audi Q4 e-tron Sportback. While the vehicle engineering is excellent, the culture, ethics, and conduct of the management team at Audi West Covina are a severe liability to the brand. If you intend to utilize outside financing, protect your budget, or decline high-margin dealership markups, prepare to have your transaction deprioritized and met with managerial hostility. The 5-Hour Administrative Delay: My transaction was a direct cash-draft purchase. My wife and I arrived highly prepared, required no test drive, and explicitly declined all back-end aftermarket products. Despite a straightforward transaction, clerical errors on the dealership's end forced us to input our private financial data five separate times, dragging the process out for a grueling five hours. During this delay, Sales Manager Nick Marino openly stated to us that outside credit union transactions "make it difficult for the dealership to make money." The Communication Blackout: Because our purchase occurred on a federal holiday, the vehicle was held until the banking window opened. On Wednesday morning, our lender (SchoolsFirst) officially cleared and funded payment for the exact contract amount. Once Audi West Covina secured our full payment, management initiated a total communication blackout. Sales Manager Chris Blair systematically ignored my phone calls and left messages unreturned, keeping our vehicle inaccessible while we accumulated daily loan interest on a car they refused to release. The Hostile Delivery Environment: On Thursday, the dealership missed its own self-imposed 11:00 AM resolution deadline to arrange my delivery. Frank Norollahi then offered to secure a Uber for me. I waited over a hour for the link, at which point I secured my own transit and arrived on the premises. Although I notified them I was on my way, I was left standing outside in the parking lot for over 20 minutes. When General Manager Frank Norollahi finally emerged, he offered zero professional courtesy or apologies. Instead, he became aggressively defensive, combative, and hostile when I expressed how disrespected my family felt throughout this process. The undercurrent of classism and financial profiling was unmistakable. The single professional element of this entire business was Sales Consultant Liz Reyes, who was exceptionally helpful and communicative. Unfortunately, her standard of service is completely overshadowed by the toxic behavior of her superiors. Neither the dealership's upper management nor their internal goodwill offers have adequately accounted for this hostile environment. I have successfully bypassed this local showroom to engage Audi of America's Corporate Executive Consumer Relations team to handle this transaction's remediation. Avoid this facility at all costs and take your capital to an Audi dealer that respects consumer rights. read more

I honestly can't say enough wonderful things about my experience at Audi West Covina, especially Frank and Lisette. From the moment I walked through the door, I felt welcomed. Frank was the first person I met--he came right out, shook my hand, introduced himself, and immediately made me feel comfortable. The entire team was professional, friendly, and genuinely focused on making sure I had a great experience. Lisette was absolutely wonderful from the beginning. She took me out for my test drive and patiently walked me through all the bells and whistles of the Audi S5. She was knowledgeable, personable, and made sure I understood all of the amazing features of the car. She made the experience fun and comfortable without ever making me feel rushed. Frank was my salesperson and the person who worked with me throughout the purchase. He truly went above and beyond. He was professional, knowledgeable, patient, and incredibly easy to work with. There was absolutely no pressure whatsoever. He listened to what I wanted, answered all my questions, worked with me, and made sure I felt completely comfortable with my decision. Frank was practically a one-man show, and he represented Audi West Covina exceptionally well. He made the entire process feel effortless, and you could tell he genuinely cared about making sure I was happy--not just about making a sale. And here's what really impressed me: I was out of the dealership in about two hours in my brand-new Audi S5, washed, fueled up, and ready to go! That level of efficiency, preparation, and customer service is something I truly appreciated. And the result? I absolutely LOVE my new Audi S5! I've already shown it off to my family, friends, and neighbors, and everyone absolutely loves it. I've been telling everyone how great my experience was and how amazing Frank and Lisette were to work with. Audi West Covina is very lucky to have both of them. If you're looking for an Audi, ask for Frank and Lisette--you'll be in very good hands! They made what could have been a stressful process into an experience I genuinely enjoyed. Thank you, Frank and Lisette, for making my Audi experience so special! read more

Yelp Review for Audi of West Covina I recently purchased a brand-new vehicle from Audi of West Covina. The initial buying experience was seamless and efficient, which I truly appreciated. I handled everything online and through email, and we agreed on a price for the vehicle on 11/26/24. The car was ready for me to pick up the very next day, and the delivery process went smoothly. Unfortunately, my post-purchase experience has been less satisfactory. When I got home, I noticed deep scratches on the plastic trim at the rear of the vehicle. Since the scratches were confined to the trim and not on the body, I suspect they occurred during cleaning or detailing before delivery. This discovery happened on Thanksgiving Day, so I waited until the following Monday, 12/1/24, to contact the dealership. I reached out to inquire about how this issue could be resolved since I live an hour and a half away. The salesperson assured me they would consult the service department and get back to me. However, I didn't hear back for two days, so I followed up. The salesperson mentioned they had been sick but promised to update me the next day. Despite waiting, I still didn't receive a response. I contacted them again over a week later on 12/11/24 and, as of now, have not heard back. While the purchase process was excellent, the lack of responsiveness and follow-through after the sale has been disappointing. I'm giving three stars because the initial experience was great, but I recommend anyone shopping here thoroughly inspect their vehicle before taking delivery, even if it's brand new. I hope the dealership improves its post-purchase service to better support its customers read more

***DO NOT LEASE OR BUY CARS FROM THESE ASSHOLES!*** They pour on the charm to get you into the dealership, show you some really nice red-tag deals then bait and switch you into buying a vehicle way more than the red-tag deal you were there for. READ the contract, they add on all kinds of extra's you didn't ask for, AGAIN -read the contract, have them print it out and really read the contracgt. Shaq and his little minion Fernando lie, cheat and steal then disappear after the sale. I seriously ask you to not buy or lease here but if you do READ, READ, READ the contract before you sign anything and if it says OPTIONAL and you didn't ask for it that is them ripping you off for hundreds and thousands dollars. READ, READ, READ the Ipad or have them print out the document and READ it before you electronically sign any paperwork from these assholes. DO NOT GIVE THESE LYING, THIEVING, CHEATING assholes your hard earned money, but if you do read the contract and ask a lot of question and if you don't understand walk -becuase if they can't and don't explain in simple terms what you are signing it's because it's bullshit and that's them ripping you off. Remember, Optional is them ripping you off. also -price paid for the car should match the red-tag, they have a way of putting a much higher number in that space then the price you agreed to pay -they did this to me and I feel like an idiot and I do not want this happening to anyone else -DO NOT TRUST WEST COVINA AUDI! read more

Taking your car in for service can be stressful, but my recent experience at Audi West Covina was anything but. While I was waiting, I noticed a skateboard on display and mentioned to the manager, Mr. Chris Gomez, how much my son would love it. To my surprise, he and Mr. David Medal immediately tried to take it down for me. When they had a little trouble, Mr. Ralph Astacaan even jumped in to help! It was incredible to see the whole team, including Mr. Gomez, Mr. Medal, and Mr. Astacaan, go above and beyond to make my son's Christmas wish come true. This small gesture really touched me and speaks volumes about the kind of customer care Audi West Covina provides. Beyond this exceptional act of kindness, I consistently receive incredible service every time I visit. My service advisor, Ms. Alexis Torres, always goes above and beyond for me. I also want to give a special shout-out to Titan Hsieh, who stepped in to help when I had an unexpected issue with my vehicle while Ms. Torres was out. He truly treated me like one of his own clients. Always receiving clear communication, efficient work, friendly staff and always addressing my concerns! I highly recommend Audi West Covina to anyone looking for a dealership that truly cares about its customers. read more

If you're thinking about getting an Audi, do yourself a favor and go to Audi West Covina. From the moment I walked in, the atmosphere felt completely different from any other Audi dealership I've been to. It was so chill, no pretentious vibes, no judgmental looks, just genuinely down-to-earth people who made you feel comfortable right away. That alone made the whole experience stand out. I had the pleasure of working with Malik, and he was seriously top-tier. No pressure, no stressful haggling, just honest, smooth communication. He really listened to what we needed and worked with us to get exactly to the price point that made sense for us to move forward that same day. You can tell he actually cares about making the experience a good one, not just making a sale. On top of that, he brings such a positive energy, he genuinely gets you excited about buying your dream car. It didn't feel like a transaction, it felt like a celebration. Honestly, every single person I interacted with there was amazing. The whole team creates an environment that makes you want to come back. I'll definitely be recommending Audi West Covina to all my friends and family! read more

I had a very disappointing experience with this dealership. They were dishonest, wasted my time, and played games with the numbers. They failed to honor the deal they promised via text. I returned a second time, trusting them because we had an agreement in writing. I even allowed them to do a hard pull on my credit without seeing the car, thinking everything was settled. However, after pulling my credit, they presented me with a different deal. What frustrated me the most was that they ran a hard credit check without informing me of the actual terms of the deal. They also tried to add a registration fee, despite my clear instructions during my first visit and in our texts that the down payment should include all fees. In the end, they didn't keep their promise and offered a deal that was not agreed upon. I strongly advise against dealing with this dealership. They are deceptive, will waste your time, and use old-school tactics like pretending to negotiate with the manager for a better deal. If they don't have a deal to offer, they shouldn't call their customers. read more

Took my car in for an oil change. while that was going on. I went to my Muay Thai training. After my hour session with my coach. I headed back to Audi. I was there for an hour waiting. Because they lost my car. Once they found it I noticed a mark on the passenger door, but I had to be somewhere so I took off. I later noticed they scratch my door. So I sent an email to my advisor Titan Hsieh. He asked for photos, so I sent them, and he ghosted me. I sent the General Manager, and service manager an email also, and they didn't respond. This is what happens when no one has pride in their job. If you are thinking about going here. I advise you to take the drive to Ontario audi. There you will be treated like a customer. Not some piece of crap that West Covina Audi will see you as. It's been posted for 11 days and no one has reached out. This is the kind of business they run. If you need to get your Audi serviced go to Ontario, or McKenna. I have even reached out to upper management, and nothing. Stay far away from this place. read more

I've always admired Audi for their commitment to quality, but recently I had a situation that tested that reputation. To my surprise, Audi went above and beyond to make things right. From the moment I reached out with my concerns, the team listened carefully, acknowledged the issue, and took full responsibility. What impressed me most was the speed and thoroughness of their response. Every step was handled with professionalism, from the service department coordinating solutions to management ensuring nothing was overlooked. They didn't just fix the problem--they improved the experience, leaving me feeling confident and valued as a customer. It's rare to see a brand so committed to learning from mistakes and making the customer experience seamless. Audi proved that they not only deliver exceptional vehicles but also stand by their word when it comes to service and accountability. This experience reinforced why Audi remains one of my top choices in automotive excellence--they don't just build cars; they build trust. read more

Top-tier professionalism from the Audi West Covina service department. I scheduled an appointment for a leaking expansion tank replacement, but they went above and beyond by identifying a separate issue with a collapsed passenger-side motor mount leaking hydraulic oil. The technical work was extensive (engine service mode, wheel liner removal, etc.), but they handled it quickly and kept me updated throughout the process. I really appreciate that they took the initiative to catch this major safety/performance issue and resolved it completely under warranty at no extra charge. I'll definitely be back for future maintenance. Note : return the loaner vehicle after receiving notice of service completion. Late fees may apply after 12 hours of completion of customer vehicle or $150 late fee may apply. Especially thanks to Garek Wong who handled all my concerns from A to Z. read more

I had a great experience with Audi West Covina. From start to finish, the service was professional, efficient, and customer-focused. Paul took excellent care of me throughout the process. He was extremely accommodating, responsive, and kept me informed every step of the way. The team performed a diagnostic test on my vehicle and took the time to clearly explain their findings, which I really appreciated. One of the highlights of my experience was being provided with a loaner car while my vehicle was being serviced, making the entire process incredibly convenient. When my car was ready, it was returned to me freshly washed and in great condition. The turnaround time was very reasonable, and everything was handled in a timely and professional manner. I highly recommend Audi West Covina and especially Paul for their outstanding customer service. read more

I had a terrible experience at Audi of West Covina. Both the salesman, Frank Kong, and the sales manager, Peder Smith, were extremely unprofessional. They insisted on adding a $1495 aftermarket vehicle protection called Zurich, claiming it was not optional. Know that Zurich is optional at other dealerships. I asked them multiple times to remove the Zurich product but they kept saying that it is impossible to buy a car from their dealership without Zurich. Additionally, they promised to work with me on the price over the phone, which made me drive all the way out there. However, when I arrived, they did not lower the price as agreed. Instead, they added the non-optional Zurich warranty on top of the initial price. This kind of deceptive practice is unacceptable and a waste of my time. I strongly advise others to avoid this dealership. read more

Maria Flores is my service consultant. I took my 2025 Q4 e-tron in for maintenance service. I was the only customer sitting and waiting at the time, which made the situation particularly frustrating and uncomfortable. I understand that service departments can be busy, but I believe every customer should at least be acknowledged upon arrival. A simple "Hello, we'll be with you shortly" would have made a significant difference. Instead, I was left feeling completely ignored and as though my presence was not important. This was extremely disappointing, particularly as I had brought my vehicle to your business expecting a professional and respectful level of customer service. Maria was kind and apologetic. She had arranged for a ride share to take me to the mall while my car was serviced and when I got it back it was washed and clean. read more

I have purchased many cars throughout my life and by far this was the best car buying experience I have had. My husband and I showed up, on a Saturday night, 10 minutes before closing and they took very good care of us. Did not make us feel rushed nor were they pushy. Laurio (our salesmen) even took us for a test drive. We left that evening feeling like we were very informed and not over sold. Luckily, the car we were interested in was still there two days later. We made an appointment with Laurio to buy the car. Halfway through the sales process, we realized we forgot our checkbook. After finishing the sales process, Laurio followed us home and we gave him the check - instead of us having to drive back and forth. This dealership went up and beyond. BEST SALES EXPERIENCE !!! read more

We came to Audi of West Covina looking for a great deal on a new luxury vehicle. Xiomy is very helpful and patient, she pointed out the options and cost of the vehicles we were looking at and answered the questions we had. We told her the vehicles we were interested and before we arrived and she was able to provide us the estimated payments and we were on our way to test drive the car and we were able to negotiate an affordable price. I definitely recommend Xiomy if you're looking for a vehicle. We also had a minor issue after we purchased the vehicle and we informed Xiomy and was able to get back to us quickly and gave us a service appointment to have the car serviced. Thank you again Xiomy. read more

I had a great experience with this dealership. I was very happy with the customer service they were able to provide for me. This was honestly the best car buying experience I have had so far all thanks to T and Xiomy. When first contacting T about a specific A4 I been looking for it was a smooth process from there. I got the best deal thanks to them and they were even able to provide me with help on my current lease return I had! Ray who helped me with my paperwork was also so great and funny he made me feel very comfortable and was very helpful throughout the process. I would recommend this dealership to my friends and family, when contacting Audi West Covina make sure to ask for T and Xiomy. read more