Sales Closed until 8:30 AM“My most recent experience with Audi Cary was excellent, although it followed a much less satisfactory experience a few weeks earlier.
I originally brought my Q8 e-tron in because of a recall repair and an intermittent door-lock issue. At times I could not reliably lock the vehicle, and on other occasions passengers in the rear could not open the doors. Getting them out sometimes required several minutes of locking, unlocking, and repeatedly trying the doors.
Unfortunately, my first experience trying to have this addressed was frustrating. It took quite some time to get an appointment despite the security implications, and escalation to both Audi USA and Audi Cary did not seem to move things forward. When the vehicle was finally inspected, I was told no fault could be found and essentially asked to return once the problem became permanent. That left me continuing to drive a vehicle that I could not always reliably secure.
When the fault eventually did become permanent, however, Audi Cary handled the situation extremely well. My car was taken in immediately, the locks were replaced, and the entire service experience was dramatically better. The complimentary Lyft service home and back was fantastic, and the friendly check-in team waiting in the service drive made me feel genuinely welcomed and looked after. That level of attention was noticeably better than on my previous visits.
My remaining concern is that, after the repair, I discovered that this appears to be a documented issue, including Audi TSB 2079747/1, and there has also been litigation concerning similar door-lock problems. While I was at the dealership I even overheard another customer describing what sounded like a similar issue, yet the response gave the impression that it was unfamiliar.
That is disappointing because, particularly where door locking and passenger egress are involved, I would expect a known pattern of failures to be recognized and investigated proactively rather than waiting for an intermittent fault to become permanent.
Overall, while the final repair experience was excellent, it does not make up for how the issue was handled initially. Audi Cary deserves credit for the responsiveness, transportation assistance, and genuinely good customer service on my most recent visit. However, I was previously sent away with a vehicle that could not always be reliably locked and with rear doors that could intermittently prevent passengers from getting out, despite what appears to be a documented and known issue.
For a safety- and security-related problem, I expected considerably more urgency and awareness from an Audi dealership. The eventual repair was handled very well, but it should not have taken the problem becoming permanent before it was taken seriously. That earlier experience is ultimately why I can only give Audi Cary three stars.”
600 Auto Park Blvd, Cary, NC 27511
