“The professional service and attention to my needs. Staff are welcoming and very professional. The service for my car was excellent and was provided an overview via email, with updates of what work is being done.”
“I didn't love having to make a second appt to have my trunk rattle fixed but it was a tough one to diagnose and Alex and then my shuttle driver Johnson were both top notch. Alex manages about 10 appointments at once and does a great job keeping everyone updated. Night and day difference between the Cary Jeep dealership and the one on Glenwood which was the worst dealership I ever dealt with for service, by far. I'll continue to use the Cary dealership.”
“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.”
“I liked the fact that my Service Rep kept me informed and made sure I was comfortable during my 3 hour stay. Also liked that my vehicle was cleaned to show room condition when delivered to me.”
“This was my first time bringing in my car to the shop. Everyone was very nice, explained what had to be done, and also the wait time was not long. I was taken back when offered the car to be washed. Very nice gesture. I explained to the lady, when she was calling my husbands name, that it was me who brought the car in, as Carl, my husband passed away May 4th this year. We have always had an Acura, and love the car. Thank You. Regina Zamzow”
“Car service full video information available on text msg, representative welcome you and explain you each details. Waiting area was clean, having coffee machine and snacks machine, restroom and guest WiFi.”
“We contacted this dealership about a car that was listed online, but there were only two pictures of the car, so we asked them to send us more photos. They contacted us, but didn't send any pictures, so we went to the dealership to see the car in person. When they brought it out, it was still VERY dirty (mud on tires, dirt and gravel on floor mats, etc.), and they explained it had only been there a few days and had not been to their detail person yet (don't know why they would list it if it wasn't ready to be sold). We took it for a test drive and it seemed ok; the salesman was a bit pushy, trying to get us to commit to buying the car. We told him to let us know when it was cleaned up and we would come back and see it again. Several days went by and he didn't call, and then we were notified that it had been sold. It certainly didn't make us want to buy another car from them.”
“Road side service was quick to respond and got me going quickly. Service rep was on top of it as soon as I arrived and fit me right in to the schedule”
“The service was great and salesperson very helpful. He quickly addressed the issue that I brought up and fixed it. I was about to purchase the single access cab Tacoma but at the last minute, I discovered a double cab Toyota Tacama somewhere else and bought it.”
