Let me preface this by saying I'm confident this rating will increase over time and that this was likely an isolated incident. First trip (5/5) for an ECU reflash was great. Evan was as helpful as I needed, they got me in right when I called and had me on my way by the end of the day. The second experience wasn't stellar like the first (2/5) due to a couple communication issues that were eventually resolved. I called to receive a quote for the installation of APR's s3 k04 turbo. They initially quoted me at over double the labor of any other shop ($1300 dollars for a job that APR claims should take 6 hours on a B8 A4/A5). They said it would take ~10 hours (still $130/hr, though, which is very high). It turned out the reason for this (which is valid but unknown to me at the time) was that they hadn't performed this turbo installation on an A5 before, they had only done it on another Audi model it is meant to fit. However, it doesn't fit nearly as well on this model and takes significantly more time than the A5. After I informed them that APR publishes 6 hours as the installation time, they quickly accepted their mistake and apologized. I'm glad I was diligent in my research so that we could mutually learn, although it is concerning that they didn't know this information before me and had done so few turbo installs on an A5-type vehicle. To reconcile the mistake, they came back to me with easily the best quote I've gotten (albeit too late, I had already talked to another shop) by dropping labor to $588 and dropping product cost from $3499 to ~$3200. The owner also called me about the situation so that we could mend fences and get on the same page. After all was said and done, I don't distrust Dubwerx and will return. However, I will have to return a couple more times with smaller orders and get more experience with them before I can say, with certainty, that I fully trust their expertise. Some concise review points here: Were they ill-informed in this isolated instance? Yes. Did they quickly and humbly realize their mistake? Yes. Did they try to make amends and convince me that they learned from this experience? Yes. Were they cordial throughout the process? Yes.
Adam, please accept our sincere apology for the situation. We appreciate the review, it's one way we can help determine where to improve. Your feedback is definitely understandable. We certainly wish the market in our area allowed us to have more experience with all of APR's products! Because of your review, we are working on some way to better estimate aftermarket parts installation and increasing documentation to APR about fitment issues so they can improve their products. Looking forward to working with you again in the future and thank you for the opportunity to do so!