My wife and I have bought 3 Audi's from Audi Las Vegas. On May 25th I took my car in for service. When I went to pick up my car, the service advisor Wido told me that they could not find the keys to my car and to take the loaner until the next day. After not hearing from anyone, I called to find out if the keys were found. I was told that they did and someone would drive the car over. Wasn't the best ordeal but I wasn't going to make a big deal. So the next day, I got in my car and immediately realized that I left my Prada glasses in the loaner vehicle. I looked all over my car to be sure and I remembered I had left it in the middle console of the loaner. I called Wido right away and asked him to please go look in the car. I patiently waited 5 hours, no one called. After several tries, I got a hold of Wido. He told me he hadn't checked because he was busy and would call me back. Honestly, I was disappointed with the lack of urgency. I mean, how long does it take to go look or ask the driver or the person who is in charge of the vehicle returns. Yet again, I waited. At around 6pm, Wido called and said it wasn't in the car. I told him that I was not happy and my glasses were in the car and they disappeared from the time the driver came to the house to the time the car was returned or loaned back out. I told him, I was also disappointed that Audi did not go through the car before loaning it back out. He said he would check with the manager of that dept and get back to me in the morning. Well, you guessed it, no call. At noon, I decided to get the general manager Darren involved. Wish I didn't I explained the situation to him in detail. He said he would call back and to my surprise he actually did. He said they could not find the glasses. Again, I told him that I was disappointed that no one had gone through the car after I returned it. I asked him if there was any protocol in these situations. Without hesitation, he said "if I can be blunt, if we can't find it you're pretty much out of luck" He was getting ready to ask me what resolution I was looking for as I was telling him I know it's in the loaner cause I checked my car twice. He said, I thought you said you were 100% sure it was in the loaner, now you're telling me you checked your car. I got upset and asked if he was insinuating that I made this story up. He then said, let's be honest here why would you check your car if you were sure. So now I was yelling at him and told him he was out of line. I told him that when people lose things it's normal for people to check even if they are sure. Seeing I was pissed off, he says, well I was going to ask how we can resolve this. Like, why wouldn't you ask this from the beginning and insinuate that a customer who bought 3 Audi's may have made this story up. Just then, he says oh someone just walked in with some Pradas into my office. I wish I could have been in that office to see the egg on Darren's face. I'm sure he realized what a fool he looked like, so to save the embarrassment of me coming to pick them up, he said someone would drive the glasses over to my house. And this is where it gets interesting When the same driver showed up to deliver the glasses, I asked him... Did you find the glasses in the loaner when you came to pick the car up? His response, yes but I didn't know who it belonged to so I put it some cabinet or storage area. My question to any human being with common sense......if you picked up a car and found glasses in it. 1- wouldn't you think it may belong to that person/customer??? 2-- even if you're not sure why wouldn't you let Wido know when you got back so when a customer calls he is aware of the situation and he can ask them to describe the lost item. In closing, I did not appreciate the Keystone cops way this dealership operates. More importantly, I didn't appreciate the general manager making me out to be a liar. I hope the owner of this dealership fixes all these issues. Audi and it's customers deserve better!!
Roy Gulbeyan
May 27, 2021
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