AudiCare Roadside Assistance

Picked up a roofing screw in my A4 front tyre at Redcliffe, QLD. I couldn't get the wheel nut covers off so called Audicare. Then read the reviews on here and started to get a bit worried. Within 60mins Vin arrived and he was incredibly helpful and… Read more

sorted things out within 15minutes. Thankfully I had a spacesaver in the boot...things may not have been so positive if he didn't have a spare to put on, which he said was quite common with Audi. I couldn't fault the service, the customer service and the timeliness of their response. I'm appreciative of the service and on this occasion, I had a positive experience all round.

I received the most horrific service from Audi roadside assistance. I have serviced my car at Audi every year (which includes the 12 month roadside) as per their recommendations, paying the extra $$ to take it to the dealer and even buying the extended warranty. My car started making an awful noise so i called roadside to get it towed to the… Read more

dealer. I was told by Audi roadside that i did not have an active policy and that i needed to call the dealer... or be charged $350 for a once off call out. I asked why i hadn't been informed that my policy had lapsed and whether I could simply renew it on the spot. They said I could not. I went back and forth calling the dealer and Audi roadside, with Audi roadside holding firm that if i just called the dealership again, maybe they could help. The dealership confirmed several times that i had an active policy but Audi roadside was still refusing to assist me despite providing VIN, service dates and personal and dealer details- they kept insisting i just call the dealer and refused to connect with the dealer themselves to resolve the issue. Two hours, 8 phone calls later and three different people at head office later and they were still confused about my policy.

Turns out it had been allocated to the old owner instead of me. I was treated so poorly by everyone at Audi roadside during this experience- except the one guy at head office who managed to identify the issue with the misallocation of the policy on the spot- calling his manager to resolve the issue and getting me a tow truck.

I was luckily at home, with the car parked safely and it was a week day in business hours (so I could connect with the service centre and confirm I had a policy) Should I have been on the side of the road, alone, after hours and/or in actual distress, having to advocate for myself to a service provider that was near refusing to provide me with the service that I pay for, I think this experience genuinely would have broken me.

I am genuinely disgusted at Audi Roadside over this experience.

Audi Roadside is an absolute trash service. I got a flat tyre and they refused to tow me home. It was at night where everything is shut. They only will tow the car to either an Audi dealer or tyre shop. What an absolute joke. Audi roadside is designed to force you to see a dealer. Don’t bother with this rubbish service.

Audi Q7 a great vehicle. Audi Assist, and their affiliates/contractors 365, Europcars and SixT duplicitous at best and abysmal. The vehicle suffered a major mechanical failure whilst under warranty. Firstly I was to receive a loan car a Ford Everest. It as then downgrade to a RAV4. When I went to collect it I was advised that the provision of a… Read more

loan car had been cancelled. Audi Assist had no explanation as to why it was cancelled and why there was a vehicle downgrade. I was then referred to SixT and I would be given a Mitsubishi Pajero. Not surprisingly, not available, provided with a Nissan Xtrail. Some much for similar let alone like for like. Sent a detailed complaint to Audi Assist. The response was "pleased that your car was repaired under warranty the matter is now completed". Do these people know how to read. A further complaint was lodged. No response. Wrote to the CEO of Audi AU. Received a call from a "manager" in the Philippines on a Vic number. Full of hyperbole and hubris and not worth a pinch of the proverbial. Had no read the correspondence sent and unable to provide and explanation. A further waste of time. From my experiences with Lexus and Mercedes, Audi Assist is amateurish and incompetent and treat complaints with disdain or ineptitude. No more Audis for me, I will go back to Lexus and MB.I am compelled to put pen to paper again to elucidate the mean spiritedness of Audi Assist.

After four months of delay and prevarication and incompetence on the part of the putative "Ambassador" she magnanimously offered one free service. In the interim I had disposed of the Q7. I proposed that the benefit of that service be transferred to my daughter's Q7. The response was in the negative.

Audi roadside assist is competent as either NRMA or other private contractors are used, as with other new vehicles. Needless to say Audi Assist not only tarnishes the Audi image but degrades it to infamy. The sooner Audi realises that, and dissociates itself from such an abhorrence the better.

DH

Awful Awful Audi Assist. Broke down In Snowy Mountains on 2nd Jan 2025. No-one sent to look at the car. Only option was to tow the car to the nearest Audi centre which was Canberra. But we live in Sydney so that didnt work. We said we would pay the difference between Canberra and Sydney but they have not shown us any invoices so we dont know if… Read more

Audi has paid anything. Hire car - were told that we had to return it to the place of pick up ie we live in Sydney and would have to take 2 cars to Jindabyne to drop off the hire car. They said "thats your problem" No help with any of these issues which were out of our control. 2 months later still not able to get any responses regarding money owed as we had to pay all the expenses up front ourselves.

3 days 5 calls - for a flat – Absolute worse service! Audi do better, this assistance program is the pits. So many calls to sort out a flat tyre is horrific, let alone not having a bloody spare tyre. On holidays & this took me days to get my car towed to get replaced. Felt increasingly vulnerable & stuck on side of major highway - lagging support & had to force the issue to get someone to help me. Literally no point in having this service.

Pathetic is a understatement – The worst ever customer service ever, constant lies and no interest in seeing anything through other then blaming the dealership. The dealership has been awesome to deal with but are plagued by this inferior arm to their service. Road side assistance in my view is a service that really dose not exist as they do not work in line with the dealership… Read more

at all. So if you buying a Audi thinking they offer roadside assistance think again because its not a service that benefits you at all.

Audi Brand being Adversely impact by poor third party service providers and not actively supporting their customers – I received sub-standard Audi roadside assistance from their provider 365 Roadside Assistance with the installation of an incorrect battery in my Q2 (roadside tech did not know what he was doing but his instructor on the phone insisted it was the right battery). The car was then faulty as a result of the incorrect battery and they told me to take… Read more

it to my auto electrician to get it fixed. I did, and they confirmed the wrong battery was installed. How could that even happen for an Audi branded service. After 5 months of trying to get resolution, I give up. Audi's lack of support has me questioning if I would buy another car from them. I even had difficulty finding who provided the service because Audi changed providers mid way through the year but did not disclose that when i was try to resolve the issue. While polite on the phone, Audi staff never followed up or made calls they promised to make to me. My advice is to check who the service provider is for whatever car branded roadside assistance you have, and not to go with 365 Roadside Assistance. In my case I have gone back to the tried, tested and proven NRMA.

Expected superior service but received inferior service – Needed assistance as I had damaged my tyre and my Audi did not come with a spare or a jack. Call centre operator repeatedly asked for the postcode of the suburb I was in… knew the street and suburb… 90 minutes later someone came to help me. He was unprepared and assumed it was a tyre change. Took the tyre and came back 90 minutes later. This all… Read more

happened in the metro area. Three hours to change my tyre! So disappointed. Made a complaint, but no call back. The support of RAC comparatively is far superior. I plan to change my car as a result of this. As I do a fair bit of country driving this is not going to work for me.

sluggish – Their service is sluggish, and when you're in a bind, they make you wait for what feels like an eternity.

Worst ever! – Car broke down a long way from home. Was told it would be picked up the next day and taken to nearest dealership. I took the last day off work to be here for the tow truck(no pay for the shift!). Was told someone would call. That NIGHT I called again to be informed no one had been allocated the job yet and I would have to call again in the… Read more

morning! What if I was broken down in the middle of nowhere? And you always speak to someone in India. Total waste of money!

So bad!!! – Needed a tyre fixed/repaired/replaced. Got a call centre in India, had to answer a bunch of questions on the phone, was told someone would come by in 60 mins. No one came by - had to call back again after 90 mins, answered another bunch of irrelevant questions - even after giving the case number. This time got someone local I think. Finally after… Read more

120 mins since the first call a rude obnoxious person came by for the job. So glad that this wasn't a major roadside emergency late at night in the middle of nowhere !!!!

Had I known how bad the service is, I wouldn't have bothered to call. Don't understand why Audi is promoting this company for its customers.

Worst service – We hit a pot hole which resulted in a fully flat tyre on a Saturday night. With no spare and only a repair kit (that we couldn't use) we called AudiCare Roadside Assistance. We were on the phone for 30 minutes speaking to someone in India that couldn't locate my account, my car or registration details. They finally found my account after… Read more

providing the VIN. The next issue was trying to find our location. We were on a country Highway and were providing the closest intersections and town and they still couldn't find our location. After being put on hold numerous times our location was finally found. We were 120kms from home and we were advised that we could get towed to our preferred dealership. We requested to be towed to our dealer, but that was denied and they were going to send us back to where we travelled from (further from home) and provide $100 of taxi vouchers. We would have been 2 hours from home and then would have to go back and collect the car once the tyre was replaced. We ended up not using AudiCare and used RACV Total Care (which we already had) and got towed all the way home with the car with us as passengers in the tow truck.

TERRIBLE!! – Rang roadside assist for a flat battery and was asked many irrelevant questions. My car is covered by roadside assist so wanting to know when it was last serviced and how many kilometres the car has done are completely irrelevant. The phone call took 23 minutes whilst I was put on hold twice before she eventually wanted the location of the car and informed me someone would be out to help. Hopeless and inefficient!!

Terrible – Trying to organise roadside assistance my call went to a service centre in India. Communication was harder than it should have been. I was put on hold. It was as if they didn’t know how to deal with my call. Am pretty patient and understanding. But Nah… bad overall experience. My roadside assistance was never completed.

Horrible, mediocre and slow service. Triple A is better – We had this service for our teen son who had a flat tired in Royal Palm area with his SQ5 and took almost three hours to get help. This service is worst than tripleA.We called at 750AM at help arrived at 11 AM crazy. We won't use them every again.

No experience staff, can lead in big trouble – Worst roadside assistance, wrong advice provided. They did not took any responsibility to fix the issue. Left me and my family with no options middle of nowhere in 400 km away from home. No compensation offered.

Absolute joke – Calling for hours and no1 picking up the call, waited in the cold immobilised area at night waiting for the answering the call, hopeless. Will never buy Audi again!

Terrible wait time for towing – Audi Roadside assistant is terrible with coordination with tow company. Called 3 times to centre to follow up and Waited over 4 hours for towing truck. Terrible service in Sydney metro

Do not deliver on promises – Having owned an Audi for 7 years and appreciated the peace of mind the Audi assist package provided, although had never needed it until tonight when my car just stopped working. I made the call to Audi assist was informed by package had expired due to not having car serviced due to Covid restrictions at end of last year. Accepted this was my error… Read more

and paid to rejoin PLUS $100 call out fee. Informed that I would have help within 60 mins. After an hour and 30 mins called back to be told the time would now be within 120 mins. After waiting almost 4 hours alone in a basement car park I finally managed to contact my husband to come with someone to help before car park was locked. When I called Audi assist I was told that in the script read to me at the time I first contacted them I was told that if I cancelled I would not be eligible for refund, however when I reminded them that the same script promised me assistance within 60 mins they chose not to apply that particular part!!! Not even an offer to refund the $100 call out fee that was not provided!! Please beware when Audi sell you this product it does NOT do what it says on the tin, save your money and join RACV instead especially if you are a female that doesn’t relish breaking down with no priority for lone females provided

Simple flat battery, solved quickly – Car had alarms suggesting flat battery. Roadside service vehicle came to my home within an hour and replaced battery. Also knew tricks to reset audi alarms that come up after a power outage. All good.

2 hours on the side of the road and counting – Said will be here within 1hr, its now been 2hrs and waiting. Keep receiving SMS with estimates going up and down. Also please don't ask me if i can do a review of your service whilst I'm broken down on the side of the road stressed. All that does is make me want to write a bad review like this one. Not an ideal day.

Unhelpful / inflexible call center service + zero assistance towing / coverage in Sydney = not worth the membership – Audi has lent it’s name to a roadside service that isn’t worth a penny of the membership fee - unless you never have to use it. Sadly you will. Worse again if you need a tow. Then you can forget any trace of the word ‘service’. If you need just plain roadside assistance, you will be waiting several hours, any time of the day or night you call.… Read more

Except for once when they arrived in less than 10 minutes. The exception. Fortunately, once the service vehicle arrives, every single one of them has been exceptionally decent and helpful. Big tick there, hence the single star rating. Everything else lets them down though.

If you need a tow, you can pretty much forget any hope you will get one before 24 hours (and at least 4 calls to the center to chase the pick up). 99% of the (illogical) verbal assurances they give you will come to nought. They either have no idea how to utilise their systems to book a tow or, as they have told me, they don’t have coverage in the Sydney metro. That’s some ‘service’ your paying for. They certainly do NOT tell you that as they charge you your membership fee!

Would never, ever recommend Audi Roadside Assistance (Allianz), and probably should be re-thinking Audi altogether if you need to tow relatively new vehicles with this kind of regularity (and immediately after they’ve serviced them). If the call centre ‘team leader’ ever calls back - as promised - maybe I’ll pass on this feedback, but I have a feeling I’ll be waiting for Hell’s forecast to indicate snow first. They had the choice to call back and try to make good and they chose not to. This here, works just as good for me. SOOO lucky they record their calls ‘for quality assurance purposes’. Right?

Somehow I think Audi Roadside Assistance (Allianz) are well aware of their shortcomings, and also know members can’t do much about it. Maybe not, but now anyone thinking of taking up a membership with Audi Roadside will be much better informed about this provider. Try any other provider. Not this one.