Meet Jennifer Carrasco

My car was kept for a week due to an A/C leak. I understand the time needed to locate the issue, but communication throughout the process was lacking. When I called for an update, I was told the technician was out—apparently, no one else could look at my car. On another day, my service advisor was out with no backup in place. In every job I’ve had, being out of office requires coverage. Why isn’t that the standard here? Now I’m dealing with a flat tire and have to wait four days for an appointment. For a luxury brand, the service doesn’t feel luxurious. It would also be helpful if the person scheduling appointments had a better understanding of how long basic services like a tire replacement take, so customers can be given realistic expectations upfront. The Service Advisors are polite and professional, but the experience feels no different than when I was servicing my old Nissan. Disappointed overall—and I won’t be choosing Audi for my next vehicle. [April & May 2025]

Able to make appointments on-line and request loaner vehicle. Greeted promptly when I arrived and acknowledged by service rep. Services to be performed were explained and estimated time of completion. Was escorted and greeted by rental rep and process was very easy. Appreciate the video of work performed on vehicle. Communication was efficient via text messages. Customer service and maintenance performed exceeded my expectations!!!

Purchase experience with Mario in June 2022 was outstanding. Both of my annual service appts have been wonderful and exceeded expectations. Bravo to this dealership for sales and service!

Jennifer is the service expert on my car. She had good communications with me before on things related and also helped me get my car service in the same day. I highly recommend her service.

Due to on-going construction and my first time at this dealership, signage was appropriate to direct me into the service area. I was greeted by staff and informed them of my appointment and was acknowledged and was escorted to the service desk to complete the paperwork. I inquired about a work space, and the sales area had a nice area for me to check work emails and communicate with my staff. The snacks and coffee were also available. Since the workspace was in another building, Jennifer, who was my service advisor, was in constant contact (via text) regarding the servicing of my 2022 Q3. I was also sent a video on the work that was performed on my vehicle (via text). The 10k service was completed in a little over an hour. The check out process was seamless and all services that were performed were explained to me. I look forward to having my Q3 serviced again at Audi San Diego (especially when the renovations are completed!). Thank you Jennifer!!

Let me preface this review by saying I have very little time and it takes something this bad to make me sit down and really write/review something such as this. The only silver lining in my negative experience stems from Jennifer Carrasco. I am glad I was able to work with her during my most recent Audi visit. She is communicative and responsive. The representative prior to her, Daniel Rodriguez was not as great. He was very slow with responses and not very communicative at all. I remember I would have to initiate communication just to find out what the update is with my car being. Furthermore, I have had to bring in my Audi 2-3 times and will have to bring it a 3rd/4th time. The first time I brought my car in for a check engine light being on, I was told it was the "battery." Unfortunately it was not covered in my extended warranty that I purchased for the vehicle. When I picked it up and drove away a couple of miles in, the check engine lit up once again. I brought it back the following day. The second incidence was a "faulty battery charger." I was told by Daniel that I would have to pay $3200 to get it repaired. I myself had to call my warranty insurance to see if it was covered and indeed it was. I have not had to do this myself previously. All the representatives I had formerly worked with were great. So I move forward with getting my car's "battery charger replaced." I leave with a loaner vehicle and then when it was "fixed," I pick it up, drive off, and a couple of days later, the check engine light comes on AGAIN. I bring it back to Audi, they rediagnose it, oops its a "faulty battery charger." The new battery charger is ordered and it takes about a couple weeks for it to arrive. Thank goodness a loaner vehicle was available. So again after about 3-4 weeks, my car is "fixed." I drive off and two. days later, THE CHECK ENGINE LIGHT comes on again... I have to. bring it in 12/6/22 just so I can get a loaner vehicle. Did I mention? Another issue I also encountered after picking up my vehicle this most recent trip to audi was having to pay a "cleaning fee" for "excessive dog hair." I did not agree with this decision. It is not reasonable. I thought the car was not "excessively dirty with dog hair." First of all, I was NOT INFORMED that I had to return the car clean. I would have otherwise returned it clean if I was informed that I would incur a $150 charge. Why. would I pay $150 IF I KNEW. I was only informed to RETURN the car with the same amount of gas that I left with. I am tired of being told that it is a faulty battery charger. It is a waste of my time having to return to the dealership. And if I am going to keep being charged $150 for returning my car with something as mediocre like dog hair, it should be mentioned to the customer that it "should be returned clean."

I had a bad experience when I tried to buy my A4 Allroad in 2018. I had emailed and called in February to ask if you have one (I wanted that one because of the good review in Consumer Reports). I was told someone would contact me when you had one. A follow-up email got no answer. I complained to Audi USA IN SEPTEMBER and all of a sudden you found me one (with most features I had asked for in February) within 2 days. The first service in 2020 went very well. When I made an appointment for the passenger seat recall in February 2022, I was told in service that the appointment was for several days „ to be in line“ for the repair, but no loaner was available. No one had told me that when I made the appointment. As I needed my car, I drove home again. On several follow-up calls I was told that the parts were not in; someone would contact me when they were. No one did. I called several times, only to be told the parts were not in yet. I managed to talk with Scott Kealy, who explained that part delivery was spotty because of Covid delivery delays. I finally wrote an angry email, complaining about the lack of communication and threatening to call Audi USA complaint again. Finally, (after 8 months from getting the recall notice) I got the October appointment with a promise of a loaner. The repair plus oil change took 4 days! I do not consider my service experience a good one. Your communications and response need some serious overhaul.

I gave this more stars than I should because this location is closest to me & Jennifer who helps me service my car is a sweetheart - but they're SO disorganized here. I got here on time & nobody was able to assist me, despite there being over 10 people on their computers in front of us. I think each person should rotate for specific times so each guest can be helped, since management desperately needs reprimanding here. I came in after one of the guys already waiting, but nobody was able to give me a solid answer on where or who to check-in with... so I went around the corner to the front desk to have someone call them out & find someone who can immediately assist me. The guy behind me got upset because obviously he was waiting longer & for half an hour has not been helped. I couldn't say anything because we weren't looking to have the same services or person representing, so I just kept my mouth shut, but literally got so upset with the people in this office. I had to say "hello? Is anyone available right now?" In order to even get a response. The likelihood Audi is going to have people return to buy more cars or get sold by their spectacular service is zero to none. When we got our Tesla or Mercedes services in the past, I can tell you we were never ignored once & were always guided to the complimentary tea & coffee station to wait for servicing or a loaner car. I expected so much more from them. PLEASE HIRE BETTER MANAGEMENT OR TRAIN THEM TO HAVE BETTER CUSTOMER SERVICE because nobody will know what to do entering a door without people responding. It's literally like entering a stranger's house without introduction, what are we supposed to do with that?

Very nice and happy employees. ALL of them! My check in person was thorough and smart, the tire evaluator was honest and reflective. The loaner guy was funny and sweet. The check out lady was thorough, smart and kind. Even the guy stocking waters in the refrigerator was whistling an Elvis tune - very entertaining! Very happy place. Testament to the management and company.

At Audi San Diego, service after the sale is hassle-free, pleasant and always expedient. Thank you.