The service department had a worst service attitude ever. I'm changing my service after 7 years!!! They do not know how to keep long term royalties clients. read more

Service was helpful till Service manager did not take the responsibility, litriraly said he doesn't not give xxxx about workmanship done on my car while other branches had to redo the same things but I had to pay for expenses,neither dilwari and Audi Canada takes responsibility. read more

A huge thank you to Nihk and the entire team for absolutely exceeding my expectations when I purchased a previously owned BMW X5 trade-in. From start to finish, their professionalism, dedication, and genuine effort to make sure we were completely happy stood out. They went above and beyond, and it truly showed. I couldn't be more impressed, and I wholeheartedly recommend Capilano Audi if you're looking for your next vehicle, you'll be in excellent hands! Melanie read more

I normally don't write bad reviews, but when I do, you know it's bad. Capilano Audi is nothing but a nightmare for us. Their post purchase service is horrible and terrifying. We purchased a pre-own Audi A4 from them. The engine light went on the 5th day we had the vehicle. They kept the car for a month to diagnose several issues and parts replacement. On the third day when we got the car back, the engine light went on again, and had to send it back to do another repair. In less than two months, the car had multiple unexpected repairs, replaced 3-4 major parts including oil leakage from the vacuum pump, replacement on four fuel injectors, coolant leakage and battery replacement. During this period of time, we were passed off to 6 different staff, including three sales managers, service manager, service supervisor and business managers to address the issues with the vehicle, arrange pickup and drop off, a proper inspection, and parts replacement. We were passed off between service and sales department back and forth to determine who's responsibility is what. We patiently waited a whole week for someone to get back to us on the second repair with no success. After losing faith with the vehicle and the post purchase service, we requested a return on the vehicle. We were assured and reassured verbally by two sales managers, and experienced a change in statement overnight. The business manager strong armed us, and forced us to take back the vehicle, disregarded our concerns to the condition and safety on the vehicle. We then try to come up with different solutions such as offering to payback the difference to cover the dealer's lose, getting a quote on the current value for a possible trade in, or getting a rebate to compensate the inconveniences we have been through. All proposals got shut down by the business manager, and he basically told us to F*** off in different words, and said "it's your car, you need to take it back, whether you like it or not.""It's s decision from the ownership, and that's our final decision!" Are we dealing with a five star dealership or a mafia organization? We have massive concerns about the vehicle's condition and safety, None of them matters to the dealership. They don't give a damn about how inconvenient our life has becoming because of this car. We've got a 15 old months baby, both working full time with a shift schedule. Foreseeing other unexpected repairs being on the way, we don't even know if we are financially prepared for the upcoming bills. DO NOT come to this dealership to purchase anything. We have had the worst post purchase experience from Capilano Audi. I wish nobody had to go through this. Your money and time can go to somewhere way better. read more

Jordan was exceptional in our purchase of our truck. answered all our questions and didn't pressure us. easy to stay in contact and would recommend anyone to contact Jordan at Capilano Audi. read more

Unscrupulous, stay away from the service department. I've brought my car here the last 4 years for servicing. This time there was a leak in my car and then they claimed the repair job was about 3K (and claiming my car's warranty didn't cover those repairs). It made no sense as my car was still under warranty and most of all, it was a known Audi/VW issue. This dealership already had slow service and staffing issues so I was reluctant to book another appointment with them. My Spidey senses were really tingling when the Service Tech couldn't answer if my car was covered or not and the Service Manager gave me a song and dance with lofty repair quotation. I walked away and I took my car to another Audi dealership. I had the repair done for a $50 deductible (as the repairs were indeed covered) and told the new dealership I'm moving my business to them. To top it off, Capilano Audi never answers their phone and every time claimed they are changing to a new phone system for the last four years . There is no reason to come here, not unless you enjoy waiting and being ripped off. read more

Beware. I was talked into putting a deposit down for a vehicle to "hold it". With all the assurances it was refundable so not to worry. I was offered an extremely low trade in valuation for my current vehicle by this dealership so I decided to keep looking around. Turns out I got almost double what they offered for it with another dealership. Now it's been weeks trying to get my deposit back. No one will follow up and they have been brushing me off for weeks. Not only did they try and take advantage of me with a bogus offer they don't care about returning my funds. Andrew is particularly slimy. read more

I was forced to file a complaint with the Better Business Bureau and the Vehicle Sales Authority against Capilano Audi, due to significant mechanical problems with a 2011 Acura MDX Elite. I bought the car on October 22, 2022. This car turned out to be a textbook example of what is known as a lemon. By definition, the car is a lemon, since I experienced a never-ending series of mechanical problems with the Acura within the first days and weeks of owning the vehicle. These deficiencies were confirmed by an independent mechanic. The maintenance and repair issues were either not detected or disclosed by Audi through their outsourced inspection process. Audi had the vehicle inspected by North Shore Acura. My main complaint is that Capilano Audi has refused to refund my money, after I returned the car to the dealership on November 15, 2022. In other words, Capilano Audi is trying to squeeze my lemons. The Business Practices and Consumer Business Practices Act [SBC 2004] CHAPTER 2, 21(2c) states that "a consumer may cancel a direct sales contract, when the goods or services to be supplied under the contract are not supplied to the consumer within 30 days of the supply date." After I returned the car to Audi for the last time on November 15, 2022, the pre-owned sales manager said nothing was wrong with the vehicle and that I should be grateful they did not charge for the work they had done on the car already. The manager also questioned the competency of my independent mechanic, who is fully-licensed for inspections.. Later that day, the sales manager phoned me to say they would not refund my money. Currently, the dealership is trying to pressure me into taking a credit for the purchase of another Audi vehicle. Under the Business Practices and Consumer Business Practices Act, I have the right to cancel the contract, since the Capilano Audi failed to ensure the vehicle met the basic minimum standard to be driven on the road, at the time of the sale on October 22, 2022. The Motor Vehicle Act requires dealers and salespersons to disclose information about the vehicle before it is sold. Therefore, I have the legal right under provincial legislation to return the vehicle, since the Audi made a material misrepresentation about the vehicle in the contract. In particular, the outsourced inspection process, which is part of Audi's direct sales contract, failed to either detect or disclose serious problems with both the suspension and braking systems. These mechanical and safety issues were not repaired when I returned the car. In addition, the transmission needed regular maintenance, the car had a major water leak and there were other smaller problems. As a result, over the three-week, the car was at the mechanic for more than one-week. As a result, Capilano Audi has failed to sell this vehicle in a clear and honest manner. Consumer protection legislation prohibits dealers from engaging in deceptive acts or practices. In this case, Capilano Audi has failed to either stand behind sales representations about a vehicle or meet legal standards for disclosure. These business practices caused me to make an error in judgment about whether or not to buy the vehicle. read more

Great customer service! They picked up my car and dropped it off. Arch has been very helpful, friendly and professional. He has taken care of my car and done a great job with the icbc claim. My mirror was broken and I took it straight to Audi. They took care of it in no time. Thank you Arch. A++ read more

I have spent the last four months struggling with Capilano Audi to get reimbursement for over $8000.00 in repairs after purchasing a car from them, earlier this year. The car I purchased was a 2017 Mercedes Sl-63, for which I paid $104,408.25. The car had 46,000 kms and was described as "showroom" condition with no disclosed deficiencies. When the car was delivered I discovered that it required multiple repairs including replacement of both headlights (both leaked the first time I drove it in the rain), a defective massage unit, delaminating leather dash, and 12 error codes (these still remain to be sorted out). I have made multiple calls and emails to Dean Rideout (manager), Nihk Lo, Rory Thies, and Mathew Tarka. In return, I was informed that Rory Thies (the salesperson who sold me the car) no longer works for them, followed by assorted delays and rhetoric. This leaves me with the unpleasant prospect of having to take Capilano Audi to small claims court in order recover the costs of the repairs. At the age of 63, I have purchased many new and used cars over my lifetime but I've never run into such disreputable, untrustworthy behavior (misrepresenting the vehicle and refusing to address the needed repairs). read more

DO NOT PURCHASE A VEHICLE FROM THESE DISHONEST PEOPLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I purchase a pre-owned A3 from them with 8000KM on it. The engine light came on within the first 4 months of purchase. It has been three years and I am still dealing with it. Coincidentally, after the bumper to bumper warranty expired, they have found the problem, and I have to pay. This is by far the worst experience I have had with a car dealer. read more

Pardon this wordy review, but I had such an unexpectedly spectacular experience at this dealership, and want to cover everything! I am shopping to purchase my first car, but I'm shopping way-way-way in advance. I discovered Capilano Audi through my aunt, who bought her Audi there years ago. Since purchasing her vehicle, she has faithfully kept her patronage with their service department, and has never had anything less than a shining experience. She's a prudent person, so I value her loyalty to this particular dealership. As soon as I walked in, I was greeted enthusiastically by the receptionist. The sales people were busy with other clients, as can be expected in a busy and successful dealership, but I was offered a coffee and enjoyed looking around the clean and modern dealership at all the cars I could only ever dream of affording. :) After a short and pleasant wait, I was greeted by a well-dressed young salesman. I was apprehensive, at first, because I know that salespeople are there to make money, and most wouldn't want to deal with someone who is just laying out the groundwork for a purchase, but he gave me a friendly and patient vibe. I let him know that I wouldn't be buying anything that day, or for many days, but that I wanted to get familiar with the process, and explore my options. Here is where the 5 stars were earned! Not only did he walk me around, and tell me about all the cars in my future price range; he took the time to allow me to ask questions, and answered them in a clear and honest way. I forgot that he was a salesperson, and felt like he was just a friendly person who wanted to help me out. He even gave me tips on getting the best deal at OTHER dealerships, and how to talk to salespeople. He really demystified the car-buying experience for me. I let him know that the dealership, the service department, and the entire staff is important to me because I place a heavy value on customer service. I want to feel secure with such a large purchase that I will be just as supported and respected down the road, not just before they have my money. He went to the trouble of introducing me to the service manager (not sure what you call the official role), who gave me a rundown on the costs of general upkeep for various cars, and what to expect down the road. Since visiting the dealership, I have already recommended it to my coworkers and a few friends. I can't wait to return in the future and get that salesman the commission he worked so hard for. ;) read more

I used to love this dealership before and they used to provide me excellent service. I was their customer for about 2-3 years and every time I went there, the experience was beyond expectation. They open early, provide pickup service and give rides as well if necessary. My service rep, Dan, was a super awesome and professional guy. I could have given them 5 stars but there was one incident that made me never go back and deducted two marks. I left my car to check my break there and went to work. I asked them to call me for a quote before they start anything as I wasn't going to get them fixed if the price was too high. I had a different service rep this time. Two hours later, my husband found somewhere else that offered good price, I called Capilano audi and ask not to change my break. The service rep called me back and said he has already done half way through it. I said I am sorry but I didn't want him to start until I agree on the price. He sounded upset but said ok he will put them back on. And he did. I was first upset that he didn't call for an agreement. What made things worse was that when I came back from work to pick up my car, it was parked outside the dealership and had a huge scratch on the side door. I went into the store and asked why this happened but what they all said was "we didn't do this and we are not responsible". I wasn't saying that they did it, but at least, you don't expect your car to have a scratch when you pick it up from service. I felt like if I let them fix my break, I could have picked up my car without a scracth. Maybe I was just unlucky that day but it was very unpleasant experience. read more

My search for a new A4 ended here. James was so easy to deal with: pleasant and straight forward. As he said, "may take the fun out of the haggling but I don't see any point in making you go through that". Agreed wholeheartily. Not only did James offer the best deal out of all the dealers I've visited (Audi Richmond, Open Road Audi) but a deal that offered us the flexibility and structure that worked. He conducted himself with class and honesty, which wasn't often the case while searching for a new lease. He didn't try to sell the extra insurance and when asked about it he gave us his honest opinion; he didn't try to sell the car based on the car but asked and listened to our habits and driving needs before making his recommendation. All in all, it was a very pleasant and comfortable experience. It was quite a bit of hassle getting here and dealing with James but it was worth the end product. To take TD's motto and revise it: "Car shopping can be this comfortable" read more

Terrible attitude and rudeness . The customer service guy ( Bobby) was very rude and treated us like we don't know anything about Audi. They didn't even have the car to show us or test drive. I went to Audi downtown the next day, and unbelievably people were polite and professional there. I got %10 discount on the same model from Audi downtown where Bobby at North Vancouver said they can not do more than 3%. Definitely go to Roy at Audi Downtown and receive the service your deserve. read more

As far as new car dealers go, the service at Cap Audi has been pretty great. I bought an A4 from here and it has been back for A LOT of warranty work, and I have been treated very well by Dan and Richard in the service dept. This is not a car review, so I won't go in to the details of why I'll never buy another Audi again, but if it's an Audi you want I would HIGHLY recommend the guys at Capilano for your purchase and in-warranty service. They have installed a new transmission and performed an engine rebuild in the past six months. I'm glad I had these guys to deal with, because otherwise it could have been a very painful experience. Highly recommended! read more

Bought a 2012 A4 from here.. Love the car, love the professional and excellent services I received from this dealership. :) read more

**5 stars for the sales team here, which is why I leased another vehicle from them. BUT... This review is strictly regarding my disappointing experience with the service team. I dropped off my car for a scheduled routine service and for them to replace a part in the car. Due to the fact that it was a weekend, they did not have a shuttle service or loaner car available. I understood and waited the 3 hours. After the time had passed, I was notified that they would need to keep my vehicle for longer and offered me a loaner car (weird they had one available now that they had to keep my car). Once I got a follow up that it was ready, I picked up my vehicle, only to have the oil light come on again the next day after it was "serviced". I was asked to bring the vehicle back for tests and here is where my experience got WAY worse. After I dropped off my car on August 19th for the second time, it was kept in the shop for the week since my technician wasn't able to get to it until later. On August 25th, I had to call and follow up about the status, which I was then told my vehicle would be ready. I then receive a text 10 minutes after this conversation from my technician saying it wasn't ready. Upon following up, further tests had to be done and I would not have my vehicle until at least the following week. I follow up AGAIN via phone on Monday August 28th only to be told that my technician was off and it would likely be ready on Wednesday. At this point, I became tired of calling and expected some initiative to be contacted. When Friday September 1st came around (the day before the LONG WEEKEND), I sent a follow up e-mail with NO response to this day. I was without my vehicle to enjoy for the long weekend and what's worse is I did not even know what was happening with it. This brings me to my interaction today September 6th in which I called the service department and was told that my vehicle was "ready". When I inquired when it was ready, I did not even get a clear answer and when asked why I was not contacted, I did not get a clear explanation. I understand it may be a busy time in the department and there may be more complicated issues that they potentially had to look into but the lack of communication was atrocious. The fact that I had to follow up 4 times and once in writing with NO response is incredibly disappointing. I continued to come to this location after moving South of the City because I felt a loyalty to those who provided great service on the sales team. Unfortunately, I will no longer be taking my business or vehicle here based on the lack of respect for my time shown by your team here. I am truly disappointed and unhappy by how this situation has been handled. read more

Capilano Audi has the most terrible car services than any other dealerships in lower mainland. Their receptionist is extremely rude and will you put you on hold for over 10mints no matter when you call and if you get lucky to speak to her again she would tell you, service department are busy no matter what time it is, even at the start of the day. Then she says: give us your number so we can reach you later in the day but that never ever happens. I waited 6 hours and they still didn't call back and finally I end up getting help from else where. They don't give a sh*t about their clients unless you are dropping thousands and thousands of dollars to buy a new car. If you want service here you will get frustrated and annoyed by their customer service. I highly recommend to take your business to elsewhere and if you desperately need Audi dealership to help you, don't waste your time here, try Burnaby or Richmond Audi. Capilano Audi do not give a flyin fk about your needs and If you don't believe me, pick up the phone and call them and ask for services. read more

***UPDATE*** Derek Lau, General Manager, contacted me regarding the issue I had with my car and the salesperson, Ryan, wasn't able to resolved. Derek is apologized for the mistake and we have worked out a deal. The Receptionist, Service Consultant, and Parts Consultant were friendly and nice. Derek definitely has customer service skills; however, Ryan has to work on his customer resolution skills. Overall, this time I am satisfied with Capilano Audi. read more

Hit or miss service. I have gone in a few times over the last few years. I've had only excellent service from the parts department. Very helpful and good inventory. However, when looking for our A4 (not new) we felt somewhat looked down upon by the sales person. Eventually purchased the car elsewhere. I feel like if you're looking to buy a new S5 or Q7 etc you would have a better experience at this dealership than we did. If you're looking for a used Audi I would not recommend going to browse here (unless you knew there was something you were interested in on their lot) as I found the sales team to be quite unwelcoming. read more

Great service from Arch. 2015 TT was bought from Cap Audi since new and has been using them for regular service since then. Yes, prices are higher once car is out of warranty, but level of service is probably the best amongst the dealers in town. Other dealers wouldn't even try to book a loaner for regular service work. Being someone on the move for work all day every day, not having a loaner is basically saying i need to take a day off work which is not acceptable. Arch is always bang on with any work that's needed, and upfront with what's required vs what's optional, pricing is clear (still get sticker shock, but that's not because of this dealer) May start to bring my other Audi to this dealer for service well. read more

Before I purchased my Audi, I visited all 3 Audi dealerships in Vancouver. I chose Capilano Audi because the staffs were professional, polite, and transparent. Most importantly they seemed to know what they're doing compared to other dealerships. I can't emphasize enough how happy I am with my new car and the service I got from the salesman. I will definitely refer Capilano Audi if anyone is looking for an Audi. read more

It is rare that I would take the time to post an online review but in this case, I feel very much compelled to share my experience. My car was totaled in a car crash this winter and I had a quick time line to buy a new car before my complementary ICBC rental vehicle expired. This North Shore dealership (which also sells VW) gave me the run-around. My treatment in the dealership was apalling! In total, my wife and I spent almost 3 hours at this dealership trying to buy a car and in the end, walked out completely frustrating. Our treatment ranged from making us wait at every stage during the sales process from test driving to speaking with the manager about negotiating a price, to going over paperwork with the leasing manager. It was almost like they dragged their heals on purpose, deliberately wanting to exhaust us so that we'd sign papers before we left. I was not humored, my wife was adamant we spend our money elsewhere. I purchased a vehicle with a VW dealership in Richmond (not #3 Road area but farther out) through the 'internet sales' representative and he gave me the service and price that I felt a customer who is spending $35,000 deserves. read more

Audi is putting out some amazing designs these days. I've gone car shopping with two friends and both of them ended up at Capilano Audi. It's a new store and the experience was always professional. They let us browse freely on our own, sit in all the cars, and envision a life of leisure. The sales rep asked relevant questions to locate the best product for the monthly budget. Working out the business terms was straight forward. This dealership doesn't have the biggest lot but I've heard they sell the most cars per sq-ft out of any Audi dealership in Canada. Suggest you request Derek by name. He has the product knowledge and is the decision maker on any deals. read more

So I've been in the market for a new car now for a few months now and finally narrowed it down to purchasing a new Audi A4. As I live in Burnaby I ended up visiting the local dealership here first and the one in Richmond but in the end not only did Capilano give me the best price, but the overall service level was outstanding. James was great to deal with and Andrew in the finance office was very efficient in getting me in and out of there at delivery which made for a very pleasant experience. It looks like happy customers usually don't take the time to write online reviews but I do and this business deserves one. Thanks Capilano Audi and I will definitely recommend this dealership to all my friends and family. read more

Capilano Audi truly respects and understands their customer's needs. I have bought three vehicles from them and highly recommend them to anyone looking for an Audi. Ali is a very understanding sales person. No high pressure here, they are fully willing to answer all your questions and even suggest looking around to ensure you are 100% happy with your decision. I live only 1 KM from a local Audi dealership, but would rather drive 55 KM to Capilano Audi for service. read more

I am glad to hear others have had a good experiences with this dealer. Unfortunately, we did not. My wife and I went into the dealer to look at and test drive an A4. It was the weekend and we were not originally planning on the test drive so we were in weekend sweatpants. We sat in the cars for several minutes and then stood around for about another 30 minutes trying to make eye contact with anyone that worked there. Essentially we were ignored. I felt and believe that we were judged by the clothes we were wearing. It was a normal busy weekend but we were very turned off for not being acknowledged. We were expecting to wait our turn after others who have already been waiting have been helped. We were not even given an option to "take a number". So we left and the following weekend we were visiting with family/friends in Richmond so headed over to Richmond Audi. We were greeted warmly from someone immediately and after several minutes, was in front of a salesperson. We went for a drive and after some negotiations we drove away in an A4. I've been happy with the product performance and the service provided by Richmond Audi. I will never step foot into Capilano Audi again. In my opinion, it was a critical failure by the entire front staff team. I am a new fan of Audi (and the Quattro) and will be a repeat product buyer. read more

We purchased our Q5 through JM and it was a great experience. JM's relaxed and consultative approach made the process so easy. He helped us through our decision of A4 Avant vs. Q5 and patiently sat through several test drives, while pointing out the positive aspects of both vehicles. When it came time to negotiation my wife and I really felt like the end result was a win/win. I am already thinking of the next person I can send JM's way! read more

They serviced my car the same day that I requested it as they had time.

My husband wanted to upgrade his baby, A5 to Q7. This dealership provided great service compared to Open Road in Bby. The sales rep who's helped us was very knowledgeable, didn't push us for up sale and recommended the model for our needs. read more

Really good service in all aspect James helped us a lot and Andrew helped us for the payment,although I changed 3 times the appointment date, they've still gave us warmest service. and the new car is a real pleasure to drive!! read more

Great, honest salesman. Didn't push too hard for a sale, pretty good experience.

We did not have a good experience with this dealership . Sad to say. We have had friends use them with no issue and I suspect if the car was ok we would have no complaint. However our SUV had electrical problems from the beginning including stalling at an intersection. The car was in the dealership for nearly a month as they tried again and again to fix the problem. I understand some cars end up being a problem, but what really upset us was the attitude of the senior sales staff. To sum it up, it was basically ' we sold you the car now you have just have to deal with it'. They were evasive and when we called we were told they were out at a meeting and then when we went over, they were all there! No apologies. They could care less it seemed. We didn't really get anywhere until we escalated it to Audi Canada. I actually reported the dealership to Audi Canada for their attitude and was close to launching a legal action. Very disappointed, they took all the joy out of buying a new (and expensive ) car! read more

My husband went to the dealership to look for an A4 Allroad and spent 10 minutes in the showroom with nobody approaching. When he asked for help an obviously reluctant salesman pointed him in the direction of what we are looking for and when asked if he could sit in it was told "no, it is sold" - not "let me show you one you can sit in". Thinking that had been an out of the ordinary exoerience I went later in the day (Saturday April 30) and experienced exactly the same treatment. I spent 5 minutes outside wandering around and another 5 inside with no offer of assistance. This reminded me of a previous issue with Audi service 10 years ago which had caused me to swear I wouldn't buy another and now I know why. If you can't get help when you are buying you certianly won't get it when you need service. read more

Dan in service is always great, got me in when i was desperate and took care of all areas that needed work quickly and efficiently, highly recommend read more

Everything you expect from a luxury automobile dealership. After test driving many other brands, nothing compares to an Audi. Top notch service in every department, whether you are servicing your current car, or buying an upgrade to an SUV, the friendly and professional staff are there to support you. We have been Capilano Audi customers for a few years now, and most recently worked with Hatef on a pre-owned vehicle purchase - he was professional and personable, answered all of our detailed questions, he went the extra mile and helped make sure we were comfortable at every step in the process. We would recommend buying your next Audi from Hatef. read more

I have now leased 2 vehicles from Capilano Audi and will definitely continue to do so. Every step of the process is easy and effortless. From the receptionists to the salesmen to the business office, everyone is so warm and welcoming. The service department is always very helpful and my car always come back sparkling clean!! I would definitely recommend this dealership to anyone on the market for an Audi, they really know their stuff! read more

I previously reported some difficulties in getting a refund. I am pleased to report that Capilano Audi has met and exceeded my expectactions. Thank you Derek. read more

The General Manager Derek Lau had spoken to me about the issues I had with my sales purchase and was able to rectify them without any complaints. My only gripe is that it took this long for anything to be completed however he was very professional and had apologized to me many times in regards to my experience. He arranged for my replica wheels to be replaced with brand new OEM 19 inch titanium 5 arm rotor wheels and the service advisor who helped me that day (Allan) was very professional and welcoming. I definitely felt cared for and I wish the experience I got now was what I had received initially. Thank you for resolving my issues! I am excited to drive my car knowing that I have brand new wheels! read more