Audi Grapevine Service Center

I had scheduled my 20k service appointment and requested a loaner vehicle. When I arrived, my assigned service advisor was busy, so another representative initially assisted me. He informed me that no loaner vehicles were available and that the nearest available date was Saturday, May 16. Later, once my actual service advisor became available, I explained the situation again and asked if they could recheck. He asked me to wait while he checked with his manager, who was apparently in a meeting at the time. After waiting around 20–30 minutes, I was told they still could not provide a loaner vehicle. What made the experience more frustrating was the way the interaction was handled by my assigned advisor. Throughout the conversation, he seemed careless and not fully attentive to what I was explaining. It felt like I had to repeat myself multiple times, and at times it seemed as though he was either not listening properly or trying to brush off the concern instead of understanding the issue clearly. There was also inconsistent communication regarding availability. At one point, he mentioned Wednesday as the nearest available date, which contradicted what the other representative had already told me about Saturday. It was only after I repeatedly asked him to verify the availability properly that he finally confirmed Saturday was available. I understand loaner availability can change, but customers should receive clear communication, attentiveness, and a more professional experience during service appointments.

Keith is a fantastic service advisor and should be given a raise or bonus! He is handling a complex situation with my car and singlehandedly is helping keep myself and my household Audi of Grapevine customers. I am close to buying another new vehicle and Keith, Cris, and Tom are the only reasons I am considering buying another Audi from this dealership. People do not realize how important the Service Department is to creating returning buyers. Please make sure they are recognized for their excellent customer service.

Since purchasing an SQ5 vehicle for my wife, Keith has consistently gone above and beyond. No matter how many questions I have, even the ones I feel are silly, he never minds and always takes the time to help. As the one who handles all the maintenance for her vehicle, it means a lot to have a service advisor who is genuinely patient and invested in making sure everything is taken care of properly. This dealership is not out to grab your money. They listen, they care, and they prove it through every interaction. All you have to do is communicate, and they will meet you more than halfway. Thank you Keith and team!

Wonderful experience, Keith Wilwerding as my service advisor He was super and honestly did an exceptional job keeping me informed. He was very pleasant and went out of his way. He not only promptly kept me informed, but also helped by adding a cute red Christmas bow to the steering wheel fas a surprise for the owner! He did a terrific & professional job of representing the dealership. I hope he gets his deserved recognition!

First time at this location and everything was smooth! They were very nice and wouldn’t let me touch a door haha. Rene was a great service advisor.