Capilano Audi

Nav at the Capilano Audi dealership provided me a really good experience as it was my first time buying a new car. I in no way felt pressured to buy the vehicle as Nav took the time to understand my needs, respected my decision-making process, and ensured a comfortable and enjoyable experience. His respectful approach, appreciation for my time, and genuine care made me feel valued as a customer. Nav was also very informative and was able to get back to me with any questions and/or concerns I had in a very timely manner. I went to Audi Langley one time and had a horrible experience, but Nav from Capilano Audi gave me the complete opposite treatment and I’m very appreciative for that.

Changing to 1 star. This is by far the worst service department I have ever dealt with in over 17 years of regularly visiting dealerships. With the exception of Collin, who is actually quite nice, every service advisor is condescending, rude, and arrogant. I should have known which watching them roll their eyes or shake their heads at other customers as they walked away, but here is my personal experience. I purchased a car from this dealership a few months ago, it had a recall it needed. So I booked it in and had to wait about 6 weeks for the appointment, while I was there I mentioned the service light was on, and if they could check a leak underneath for me while it was on a hoist. They agreed, but when I picked up the car the service light wasn't reset. My paperwork says they did it, but they didn't. They also said upon pickup that they didn't notice any leaks or anything concerning, but they topped off my oil. When I got home, over the next few days I had more oil in my parking spot, and the leak had gotten really bad. I tried to book another appointment, but it was over a month away. In the following week the leak got much worse and I had to top off my oil, again. So I reached out to see if there was anything earlier to check the severity of the leak they didn't look at, but to also reset the service reminder they didn't do the last appointment. The advisor was rude during that phone call, so I requested the manager call me. This took days of calling the dealership and leaving messages for him. No one could get a hold of him, or have him contact me. After about another week of trying to speak to the service manager, I finally did. He agreed to have the car brought in earlier (not happily, I should add), which was the following week and they would diagnose the leak and reset the service reminder. So I get there today for my appointment, and notice a sign saying loaners could be available on request. I live about a 40 minute drive away, so I just asked if there was a loaner available. 2 advisors spoke about it, and one said the manager would have to approve it because my appointment was treated as a drop-in and not a real appointment. After waiting for 15-20 minutes, I was denied a loaner. When I spoke to the manager the previous week, he was very rude and unhelpful, and now it makes sense why the advisors are too. He simply didn't deem me or my appointment important enough to give me a loaner, when they provide loaners to service appointments. I also felt as if they had some rectifying to do when they didn't even complete my previous appointment, but nope. I should have went with my gut and not gone back to this dealership, so I asked for my keys and my car back and I cancelled my appointment and left. I refuse to give a department a dime of my money while they sit and judge your importance to them. Every person I've spoken to, again with the exception of Collin, has had a horrible attitude, and it's clearly from poor management. I rebooked somewhere else and I will never be returning to this dealership again. I am sick of giving a dealership business, for them to beg you for a 5 star rating, then they completely disregard you the second you drive away and they offer zero support or customer service moving forward.

Took my wife’s 21 Audi Q3 in for a leaky sunroof, it took 2 weeks for an appointment so we put plastic over the roof and used duct tape to stop the ingress of rain. They had the car for 1 full day. We went to pick it up, waited 45 minutes, received the car, not washed or vacuumed nor did they even take the duct tape off the roof, a minimum level of service.
Her lease expires in 2 months and we were planning on getting another Audi, will now consider a different Audi Dealer.

Thank you Lyndsey for making our car buying experience, a pleasure rather than a nightmare as what it has been in the past with other car dealerships. Lyndsey you’re the best car sales person I’ve ever came across and for that I thank you. You have just added two new loyal people into the Audi dealership.

Capilano Audi no longer cares for customer retention. CLV is lost on them. Capilano Audi was a family run business until a year ago when it was bought by Dilawri. That is also when the new GM took over. Notice how many 1 star reviews are popping up in the past year? I have been a loyal Capilano Audi client for 12 years. I’ve had 4 New Audi’s in that time. I never, ever had any issue with the service department UNTIL Dilawri took over. Approximately a year ago, when waiting in line for my appointment, a service team member at first ignored me then once she finally had me come to her desk she treated me with complete disdain and the interaction escalated and ended in shocking belligerence by that service member. So at that point I had to walk away and go to my sales rep as he could see the interaction taking place. I left without the service being done. The GM took over a week to call me. We had to send email reminders that the issue had not been resolved. And even when he finally called, all I got was excuses with no resolution. Cut to 2 weeks ago, when I called the service dept.to book a simple oil change, it went to vmail. The next day I called again, the girl at the front desk answered, she would relay my message again to the service team. The 3rd day of waiting, I stumbled upon their online service scheduling system. I booked an appointment, an automated reply said “ a rep will call to confirm” I waited 4 days for a reply and gave up. In that time I emailed the GM, service dept.and my sales rep telling them what had happened. Again, the GM’s response was excuses and the rest of his response told me he did not even read my email. So after researching which Audi is NOT owned by Dilawri, which is the Burnaby Audi. Their online service scheduling is way better anyway. I am now booking with them for service appointments. It means me going further, but right now I don’t care. This is no longer the Capilano Audi where service means something. And I will no longer do business with them.

I had an incredible experience with Jae Lee from Capilano Audi. From the moment I walked into the dealership, Jae's helpful and friendly approach made me feel valued and at ease. His extensive knowledge of Audi vehicles and his genuine passion for the brand made me confident in my decision to purchase an Audi Q3. Jae listened attentively to my needs and preferences, guiding me towards the perfect choice. His attention to detail and professionalism were exceptional, creating a smooth and enjoyable buying process. What impressed me most was his commitment to customer satisfaction, assuring me that he would be available for any future inquiries or concerns. I highly recommend Jae Lee to anyone in search of a knowledgeable and friendly salesperson. I will definitely be returning to him for my future Audi inquiries.

I scheduled my 2022 e-tron for its annual service, but the representative failed to inform me about the need to request a loaner car. Regrettably, the service manager displayed a lack of empathy and did not extend an apology for the oversight. Consequently, my entire day has been disrupted as I require a vehicle urgently. Despite considering rescheduling, my attempts were hindered due to the prolonged wait caused by the limited staffing at the service desk. This encounter ranks among my most disappointing customer service experiences, leading me to the decision of not returning to this dealership in the future.

Worst place. I purchased a vehicle from them and they forcefully charged me $900 for mats saying it a must accessory and cannot be excluded.

Service experience is nightmare as there’s no direct line for service and if you leave voice mail they never call back.

If you leave a mesaage for sales someone will call you back in 2 minutes but leave a message for service and absolutely no response. Really pathetic.

My disappointing customer experience at Capilano Audi with Sales Rep Aaron Li was marked by incompetency and unprofessionalism. Even after the purchase, he showed no interest in addressing my concerns. Overall, it was a regrettable encounter that left me dissatisfied and hesitant to recommend Capilano Audi to others. For additional background when purchasing the vehicle a service and oil change was suppose to be complete. Only to find out that neither was done.

Extremely unprofessional and least knowledgeable service advisors.
Boundary Audi is the place you should go to receive a professional Audi support.

Had a great experience here at Capilano Audi. Everyone was very kind, helpful and patience especially my sales person Jae Lee. He was extremely knowledgeable, answered all my questions clearly and most importantly, he is not pushy at all during the process. I would recommend you to look for him if you are shopping at Capilano Audi:)

Worst dealership ever, been calling their parts department the whole week, left so many voicemails and no one gets back or answers the call, very unprofessional, zero ownership of a big brand

Lachin is an excellent sales person. She was honest and transparent throughout. She went out of her way to help me get the vehicle and delivered in excellent condition.
Highly recommended her. Would come back again in the future. Thanks Lachin and the team
Adi

Great team- Derek Justin and Matt made the purchase process incredibly smooth and a pleasant experience- great group of people. Highly recommended, they go above and beyond.

I would highly recommend Capilano Audi in North Vancouver! Especially thanks to Aaron, he is very professional and patient, and he provide us an excellent service!

Justin was amazing. Super helpful through the entire process. Always available and very informative, however gave me time and space to make decisions. After purchase service has been great

Great customer service from Capilano Audi. The team was quick, responsive, professional, and very friendly. Way better than other dealerships I’ve dealt with. Thank you!

We just purchased our Audi and had hands down the best car buying experience. Chris was so easy to work with. He made everything easy and pressure free. We feel 100% confident with our choice because of the easy process with chris. We highly recommend everyone at capilano audi.

Lachin was wonderful to work with. I'm very thankful for her enthusiasm, kindness and knowledge and helping me with my new vehicle.

Great customer service, communication was clear and fair value of purchase. Fair value with trade in to making purchase easy.

Thank you Aaron and Nihk for getting us our S5. Gave us a generous trade in and expedited service. Exceptional service from both staff. Super stoked for the car. Gave us a bow too.

I am very happy with my new Audi! Chris Bond at Northshore Audi was extremely helpful and knowledgeable. He made the process of buying a new car seamless. I would highly recommend both Chris and Northshore Audi.

I had leased a 2020 Q3 vehicle last year. I had twin baby girls this year and we needed more space. We finalized our decision to lease Q7 this summer. It was a pleasure to work with Tim Cheung. He responded our concerns and questions in a timely fashion. Tim, thanks for bearing with us at that time when we were very busy with our newborns!

Ashley McBurney helped me quickly set up the insurance for Q7. I appreciate a lot that she dropped off the paperwork to my door while I was super pregnant.

Audi Q7 had perfectly fit our needs but after we got our Q7 we had several issues within the first weeks.

It randomly gives engine error when turning it on and requires us to open and close gas lid for no reason. I had issues mid rear seat retractor when I was sitting with my kids. It was locked even if I release it. The wireless charger is heating itself and phone. Sometimes we are scared if the battery will explode.

The service has checked the car quickly a couple of times but couldn’t see any error messages for these matters. It doesn’t mean there is no issue if the error was not properly thrown and caught by the system. It’s super annoying to drop off the car to the service for checking and returning the car with no proper fix. It’s like a ping pong. Long story short, we are not comfortable and happy with our experience with this vehicle and the quality of the vehicle. We haven’t had any issue with Q3.

I had a great experience at Capilano Audi, if you need a vehicle, come see Rory Thies. He was my salesperson; he's very friendly, eager to help, knowledgeable and honest. I flew in to pick up my vehicle and Rory went to pick me up. The price is reasonable, no hassle, in and out in no time, vehicle is clean, Matt in finance is also knowledgeable, we didnt feel pressure at all. I would recommend anyone to come check out the dealership and ask for Rory. You wont be disappointed.

I bought my first car from Capilano Audi. Justin helped me through the process from start to finish. The car was fixed up great when I arrived to pick it up!

Best Audi dealership, professional and courteous people. Special thanks to Justin and Ryan. This is my third Audi bought from them and they made me happy as always.

Worked with Chris Bong at Capilano Audi and I'm so happy with the entire process, didn't feel like there was any selling pressure. He worked with me to come up with numbers I was happy with and addressed all of my concerns. The whole team at Capilano Audi was a pleasure to deal with and I hope to build a lasting relationship with everyone there!

Very happy with our service. The staff were all very helpful and Lachin was very professional and knowledgeable about everything Audi. Would definitely recommend using this dealership.

Kris was fantastic to work with! The whole process was very smooth from the moment I got to the dealership. I had called ahead so he had the vehicle ready for me to test drive, was extremely knowledgeable about the vehicle and super easy to work with. It was a no pressure environment, which made it that much easier for me to make my decision. Also, I received decent money for my trade in. Thank you Kris! Loving my new (to me) Q5.

Just picked up my new car today. Had a 10/10 experience dealing with salesman Chris Bong. He went the extra mile to make sure I was happy & had everything I needed. As well as answer any questions I had in depth. It was great dealing with Capilano Audi as well in general. I hope to buy my next vehicle from them & hopefully I get to deal with the same great people. Thanks again Chris B.

Rory helped my girlfriend and I find the perfect vehicle! Would highly recommend everyone to ask for him when buying a new vehicle. Thanks again!

Awesome experience! Just bought our second vehicle from Capilano Audi. The absolute best experience we’ve ever had. Chris Bong did an amazing job! He is very professional, friendly and helpful. Thanks so much Chris!

Very pleasant car-buying experience! No pressure or mind games - our representative (Lachin) was courteous, but reasonable and direct, and we were able to work out a deal to our satisfaction. I was extremely impressed by the salesperson having excellent knowledge of the car, even though it was not an Audi. When it was time to pick up the car, absolutely everything was in order, and I was also provided a detailed walk through the car's features so I could get home safely. Thank you! You rock!

I am thrilled to be serviced by the team at Capilano Audi. The transaction was seamless and it was evident that the team works together to make sure all my needs were met. This is my second vehicle with Capilano Audi and the team is always there every step of the way, even with after sales service. Highly recommend!

I recently purchased a used vehicle from Rory Thies and the team at Capilano Audi and was very pleased with the service. Rory kept me in the loop and made sure it was a smooth process and everything was taken care of. When I had a minor issue with the vehicle as well, Rory was there to help and made sure it was properly taken care of.

Thanks Rory for all your help, you made the car buying experience an enjoyable one.

I was very impressed with the service that I received when I purchased my Q7 from Capilano AudiIn particular, Trevor Smith went the extra mile during and after the sale. My sister introduced me to Trevor, and I would highly recommend Trevor and Capilano Audi to any of my friends or family.

Great experience getting a new car at Capilano Audi. Aaron was very helpful and professional throughout the process. Highly recommended!

Quick, Efficient and very helpful staff

Thank you so much for helping us getting a great deal on new Audi Q7. From day one, sales team Jae and Ryan has provided us a exceptional customer service throughout the whole purchasing process and they were courteous, knowledgeable, professional, helpful and whatever other positive attributes I could include! They were a gentleman the whole stretch. We were so impressed with their service I would definitely be recommending Capilano Audi whomever needs assistance on buying a Audi vehicle and once again, shout out to Jae, Ryan and rest of the staff for great customer service.

Thank you guys!

Great working with Chris Bong. Very helpful and knows a ton. Not high pressure at all, and a genuine nice guy that is happy to help.

I recently bought a new Audi A6 Allroad - aside from the fact it seems to be very good value for the money, this review is for the dealership. From a small thing like taking my car around the mall to find parking for it to being attended on by up to 4 different members of their team. At the end, most of my dealings were with Trevor and Matt - they were both great!

We bought a used SUV from this location. Great purchase experience, salesman was solid, but the experience deteriorated once we had to deal with the service center. After they did a final inspection, we noticed that a side panel holding an airbag was misaligned (sticking out), so we had to take back. They ordered rain guards and said they'd install them for us and sent us to grab them from VW. We went but they were closed when we were told to go there. We went again but when we brought them to Audi, they wanted $300 to install them. A YouTube video can tell you it takes 5 minutes to install. So we didn't take them up on their offer. Sales experience 5/5, post-sale/service experience 1/5.

We got our second Audi from Audi Capilano and couldn't be happier. Everything from the initial test drive to negotiation to delivery was very pleasant and smooth. I had worked with Trevor (an Audi Loyalty Specialist) about 2 years ago and got to work with him again. He is really amazing to work with. We never felt pushed into making a decision, instead Trevor made sure to understand what we were looking for and would be happy with and helped direct us into the perfect car for us. We came from Chilliwack to get our Audi and wouldn't hesitate to go their again when our lease ends.

Trevor Smith did an excellent job assisting me in the purchase of my new Audi and took care of all the details at delivery. It was a seamless process. I really appreciated his attention to detail. Great Job!

I just purchased a CPO Q7 from Jae and Nikh (my first Audi). Both of them were very responsive, detailed orientated, and fair. They provided great value and they continue to follow up and provide support after the purchase. I’d recommend Capilano Audi, and Jae and Nikh in particular, to anyone looking to purchase an Audi. Thanks so much for the great service! I’m already making plans to upgrade my second vehicle, and I’ll definitely be going back to this team.

Awesome service and vehicle. Chris is the best representative one could ask for and was very approachable and helpful. He even came on his off day to get us our car! Chris and Capilano Audi delivered just their best!

First time buyer, good quality and Mr Trevor provided us all the knowledge that needed and explained us. He has very good knowledge about car and all techs. Our family is happy with Capilano Dealership.
Thanks

I give Capilano Audi a 5 star rating for the following reasons.

My experience was amazing from the initial response to my enquiry made via autotrader to the delivery of my vehicle which was to another province. Chris Bong was the sale representative that I was dealing with, he provided absolutely amazing service throughout the purchase process, and may I add he was extremely prompt in responding back to any questions I may have had. This positive experience has created a friendship and not one that just ends after the delivery of the vehicle.

Chris If you are reading this, thank you for the amazing service you provided, you truly are an asset to Capilano Audi.

Had an absolutely amazing purchasing experience with the most amazing Salesman, TIM CHEUNG, excited in the North shore Auto-mall (Audi)
I would Highly recommend this gentleman to anyone who is planning to purchase their Audi 10/10

Trevor was great to work with when purchasing my new car. He answered all my questions about the car, able to secure the exact car I wanted and was great with any follow up. I am now a very satisfied driver of a new electric car. Thank you!

I've been dealing with Capilano Audi for over 6 years now, from leasing my car w/ Derek, looking at alternatives other than buying out w/ Matthew, and then ultimately buying out my lease. Everyone in service has been exceptional, w/ my latest experiences corresponding w/ Justin being no different. Being invited to see the new E-Tron GT all the way to putting in the effort to locate some touch up paint for my S4 in a beyond timely fashion.this is the place you need to deal w/ when considering getting into an Audi!

Chris Bong and the Capilano Audi team are awesome to deal with. Was not planning to buy a vehicle that day - was just browsing - but Chris was excellent in answering questions, providing good value for the trade-in and a good price for the new Q3. Highly recommended.

Trevor was such pleasure to deal with. He waited for us after hours when we were running late due to traffic, was very helpful, knowledgeable and met our needs in what we were looking for in a car. Left a great impression on our boys during our second visit and followed through on all of his promises. We were very impressed with his service and highly recommend dealing with him.

M & B Yammine

Sadly, no Stars is a low as you a rating you can have

Recently my parents purchased a used vehicle from Capilano Audi. Being present for the discussions between the dealer and my parents, I thought it’s important to shed light on their experience.

They recently bought a used vehicle. I suppose as they are elderly Capilano Audi felt that they had won by selling the vehicle at the full listed price with a 2 week warranty.

On the way home it was discovered that the vehicle as not functioning properly. Upon reaching back to the dealership, the dealership claimed that the problems must have occurred on the way home, or during the evening the vehicle was parked.
To be clear the problems with the vehicle where as a result of possible rodents chewing cables and causing systems to fail. In all the decades living in the area we are in, there has never been a single case of this on any of our vehicles, which are many.

Rather than honouring the agreed offer of a 2 week warranty, the dealership felt it appropriate to have my parents insurance be used to fix a repair that they should have been responsible for.

I am actually disgusted, that any dealership would treat any customer of theirs this way.
In what is over 60 years of buying vehicles, this was the singularly worst experience they have ever had.

There is no way that I would recommend this dealership to people I didn’t like, moreover someone I did.

They clearly have not got a concept of the words responsibility or honour when it come to an agreement.

Great experience with Tim and Aaron, both of them were efficient and answered all my questions. Matthew from the financing department was also great. Overall, I would recommend this Audi dealership to anyone seeking a new vehicle.

I recently purchased an A6 from Chris Bong at Capilano Audi. I have purchased alot of vehicles over the years and I can honestly say this experience with Chris has been one of the best. Chris listened to what I wanted and worked hard to get me the vehicle that fit my needs. No pressure, just good, honest, attentive service.