Audi Vaughan

We placed an order and paid for a hitch from them a few weeks ago. The hitch was approximately $1000 and they told us labour would take a few hrs (approximately $200/hr). We had an appointment set on Tuesd weeks ago. The hitch was approximately $1000 and they told us labour would take a few hrs (approximately $200/hr). We had an appointment set on Tuesday 9:30 am expecting to receive my car back by the end of the day. Got a call from them late afternoon that our car won’t be done on time. I was already panicking and told them I need my car. I have to drop off my Aunts ashes to a funeral home all the way in Hamilton. The gentleman said don’t worry take our loaner car. We might be done around noon, but take the loaner car there anyways. Wednesday. After putting the hitch onto my car they suddenly realized they are missing a bottom cover for the bumper. They called my husband around noon to tell us it was an additional $1500 for the bottom bumper cover + labour. Coincidentally I just arrived to the shop to return their loaner car. Apparently they sold it and needed it back. I knew I was going to be driving back from Hamilton during rush hour and didn’t know if I could make it back in time before closing so I decided to drop off their loaner car for a swap first. I told the service manager “I do not agree to pay that amount. I’m not paying more than what was originally quoted. If I had known it would cost more than $3500 for a hitch from the beginning we would have went elsewhere to get it done. The service manager told me I had 3 options: 1. Pay for the hitch for a discounted price ( I declined). 2. If they can, they will remove the work they’ve done and absorb the costs. This is what I would prefer. I would rather take my business elsewhere. It’s not my fault they forgot to mention a $1500 piece was required. I am not the professional. They are. 3. If there was too much work that was done already and they cannot take the hitch off, it is what it is and we are stuck paying for it for xxx??? amount. They will call me to let me know. After almost an hour of talking to them I finally left and took my hungry toddler, my car seat in hand and left the dealership. Less than 10 minutes later I received two missed calls at 12:20 and 12:21 pm. There was no way I could pick up. *I called back an hour later. Reception told me it was probably the service manager and she will tell him to call me back. HE DID NOT CALL ME BACK. (Fast forward to when I picked up my car I asked the service manager why he didn’t call me. He had the audacity to say I did call you, twice) Thursday. I did not receive a call from them, but we received a text that our car was ready for pickup mid afternoon. It turns out WITHOUT MY AUTHORIZARION they proceeded to add the missing piece to my vehicle and we were left with a hefty bill without waiting for my consent. What choice did Pfaff really give us? They tied our hands, and forced a bill into our hands. My car felt like it was being held hostage and I have no control or no say of what can be done when they were the ones that made an error by omitting the cost of a very expensive piece. Labour for this hitch came out to be appr. $1300 and they gave us 10 % discount on that that amongst some other minor things. This entire experience has been traumatic. I would definitely not recommend this dealership for any repair or services. More