Paul Miller Audi

Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Paul Miller Audi:
This is really a follow-up to my previous comments regarding this dealerships approach to sales. They are arrogant, to say the least, and in my opinion extremely rude. I have to say again: If this is how they treat customers who are trying to buy cars, how will they treat you after? Visiting other dealers only reinforced by opinion of this one. If you are shopping for a car, and considering this dealership, do yourself a favor and go about 2.5 miles east - to Bloomfield Ave and Globe Mercedes-Benz. I just bought a very low mileage certified pre-owned MB C230 there and am extremely pleased with the car and the entire buying experience. What a difference. Paul Miller missed out - I could be driving an A3 or A4 right now. But I'm not.

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Reason for Visit: Sales (Used)

I recommend this dealer: Yes

My Review of Paul Miller Audi:
A couple of weeks ago I went in looking for a car; it was a cold Saturday and we were wandering around the pre-owned lot at Paul Miller. PAM ZABITZ, now affectionately known as "My Audi Lady" saw my husband in the lot (as she was on her way to get lunch next door) and immediately offered to help us. IF YOU ARE LOOKING TO PURCHASE AN AUDI, you owe it to yourself to FIND PAM!!! She is the EPITOME of CUSTOMER SERVICE! Paul Miller should duplicate her!

I came back later that afternoon to test drive A4 2.0T Quattro's. Pam was already booked for appointments that morning; the timing was perfect for me.

PROS with my A4 2.0T Quattro Purchase Experience at Paul Miller Audi:
-PAM ZABITZ KNOWS her cars! She taught me how to use the TipTronic & maximize my car's features.
-Pam listens to YOUR needs & is not pushy. She is friendly & approachable.
-Pam is constantly working for you...if the car you are looking for is not on the lot, she will keep looking until she finds one that meets your needs!
-Website is current & you can preview cars in the comfort of your home. LOVE this!
-Pricing is VERY COMPETITIVE!
-Staff is professional.
-SHYL, the Business Manager, is also very SERVICE-ORIENTED! He's friendly, has a great sense of humor, and is patient in explaining the process & contract. (Unlike other dealers who rush you through this and just want your signature.)
-After-Sale Service follow-up is AMAZING! I've never experienced such attention to post-purchase engagement as I have at Paul Miller Audi! WAY TO GO!

***OVERALL***: This is my first AUDI purchase & the EXPERIENCE with PAM as my Audi Specialist was well worth my time & money. I TRUST Pam and would HIGHLY RECOMMEND her to anyone looking at Audi's. When I work with service providers, my first criteria is that they are friendly, real/down-to-earth, humble (not arrogant), approachable, honest, trustworthy, good listeners, and follow-through with their commitments as well as honor my time. This is what I experienced with Pam & Shyl.

OPPORTUNITIES for Improvement/GREATER SUCCESS at this dealership:
(NOTE: My business is providing corporate training & executive coaching, especially in the areas of Customer Service, Leadership, and Communication. Thus, my standards for excellence are very high and I am willing to provide feedback for others to have greater success.)
-The rest of the sales staff needs to learn to SMILE & SAY HELLO! 10ftx3ft rule
-Offer customers your assistance when you see them enter your showroom (even if you are walking on your way to do something). I came back a few times to meet with Pam and no one greeted me. As I made my way to her desk, several sales staff were present, made eye contact with me but didn't recognize that I needed help.
-My impression is that many of the sales staff are task-oriented and get caught up in their work while forgetting to look up and acknowledge people. AWARENESS of your environment is key.
-Also, perhaps the sales staff feels that if they approach others they may come off as being aggressive. There is a way to be friendly and not come across as being pushy.

**IMPLEMENT ABOVE Customer Service practices and Paul Miller Audi will have even GREATER SUCCESS. I HIGHLY RECOMMEND you see PAM to buy your AUDI!!**


Christina M. Santiago
Rising Above LLC
Keynotes, On-Site Training, Executive Coaching
www.RisingAboveLLC.com

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Reason for Visit: Sales (New)

I recommend this dealer: No

My Review of Paul Miller Audi:
I am in the process of actively shopping for a replacement for my current daily driver (a 10 year old Saab) and the A3 and A4 were on my list. They are no longer on my list. Incidentally, while the Saab is my "daily driver", my other car is a Porsche 911 (luckily, as it turns out, neither of my cars were purchased or serviced at a Paul Miller dealership).

I stopped by Paul Miller Audi on Saturday 17 October, looked at several cars in the showroom and departed aggravated and determined never to do business with this dealer or any Paul Miller dealership, and will be urging all of my friends and associates to do the same.

I spent over 15 minutes (2:28 to 2:44 pm) in the showroom, spending most of my time looking at a white A4 quattro, opening and closing the doors and trunk. Several salesmen sat watching me at that time. They were not helping other customers, nor on the phone. I watch one salesperson eat what I believe was a piece of fruit (an apple, I think), and then sit back in his office chair while looking "through" me. For the entire period in the dealership, I received not so much as a "hello" or "I'm helping someone else right now - I'll be right over". If you think that isn't a long time to be ignored, I urge you to go to any retail establishment, look with obvious interest at a specific piece of merchandise, and stand roughly immobile for over 15 minutes. Yes, there was some foot traffic in the dealership, but it was not what I would call extremely busy.

I am a 6'1" tall, roughly 250 lbs, 50 year old Caucasian with a trimmed goatee, and I was wearing a black sweater over a button-down-collar white shirt, and pleat-front cuffed dark khaki pants. I mention all of this because I seemed to be invisible to the salesmen, or perhaps didn't fit some form of customer profile. Maybe it was because I pulled up in my Saab rather than a more expensive vehicle?

One only gets one chance to make a good first impression, and my impression of this dealership and thus of Audi, is anything but good. If this is the arrogance with which this Audi dealer treats "ready to buy" customers, just how badly will they treat customers after the sale?

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Reason for Visit: Sales (Used)

I recommend this dealer: Yes

My Review of Paul Miller Audi:
Extremely positive buying experience. No bull, no pressure, completely competent and professional transaction. This was an internet purchase and was very leery of doing business this way..especially with a used car. To my delight, the experience could not have been better.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Paul Miller Audi:
This was my 1st time getting serviced at Paul Miller Audi in Parsipanny. John Powell was the employee that helped me and he was very rude & unprofessional. I was definitely over-charged for a simple oil change on my 2002 3.0 Audi a4 . The cost was $125 to be exact.

I usually go to Jack Daniels Audi off of 208 and their rate for oil changes ran around $55-$60. I was definitely OVER-CHARGED. I'm never going back to Paul Miller Audi in Parsipanny. RIP OFF!!!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Paul Miller Audi:
I brought in my 2002 A4 (manual) for some clutch vibrations when the car was in reverse. Service person told me that i needed a new clutch and that it would cost around $3200. I couldn't believe it so I paid $100 for the diagnostic and took my car to a local shop. They told me to just keep driving the car as they couldn't find any issues with the car. It had 54,000 miles on it back then (which was a reason why I was upset about getting charged $3200 for a car that was couple of months out of warranty). Long story short, my car has 100,000 miles on it right now and I still have the original clutch. My suspicion is that when they think that something is wrong with a part, they just replace it instead of actually diagnosing the problem. Who knows how many people got ripped of that way. Also, I had another issue there where i asked them to rotate tires and they didn't do it. I knew that because I marked each tire with chalk and when the car was returned to me, all tires were in the same positions. I had to argue with Tom (really abrasive and unpleasant person) and he didn't agree to actually rotate tires until i dragged him outside and showed him the tires. My suggestion is to mark all your parts and check them for every service performed there.

DXJ

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Paul Miller Audi:
First, when I call, I dont want to be grilled with questions by a girl whose only job is to answer the phone.(probably never graduated high school)If I ask to speak with a manager, put one on the phone....very simple. I have spent over a year dealing with issues from a auto purchased from Paul Miller Audi. I will never buy a car from any Paul Miller dealership again!!!!! Working on Wall Street, I deal with alot of younger men and women from the tri state area, all making money and looking to buy a nice car. As of today, I have probably turned off more than 3000 people from Paul Miller dealerships, and will keep going until I hear from one happy customer!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Paul Miller Audi:
Service was a black hole. Car went in, issues I asked to have fixed were ignored. Car sat for days with no one calling to provide an update. At second service, same issue--a total lack of follow up.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Paul Miller Audi:
Twice after services, my car has to be tolled back to their shop after drove less then 30miles!
You to go this place if you like to have nightmare.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Paul Miller Audi:
My 2001 A6 (with the CPO AUDI Warranty) 6 speed trans was whining in forward gears like it was in reverse. This is a quote from Tom Carrino, the general manger of the service area.

"Well sir, it appears to be within Audi specs. I would have to find another 2001 A6 with a manual transmission and see if it makes the same sound in gear. We don't come across those very often, so I can't make a good determination whether the noise is normal or not."

All 4 axle seals were also leaking, to which he told me that the warranty didn't cover replacing them.

I can't explain how pissed I still am about this. They wouldn't even honor Audi's own warranty for a major item and 4 minor items.

OK, let's get a second opinion on the matter.

Took the car to Newton Audi in Newton NJ. "Sir, we can take you right away and would you like a loaner car?" I almost gave the service guy a hug after wanting to do bad things to the Paul Miller guy.

They drove the car, got Audi NA to authorize ripping down the trans. The trans was badly damaged after 40,000 miles and they replaced the whole trans with a rebuilt one. They also changed all 4 axle oil seals UNDER WARRANTY. Total approximate cost parts and labor, $11,000 of which I had to pay my $50.00 deductible, $200 for a new clutch, and I think I had an oil change done for $70.00.

To sum up, let see here. Please make it your best effort to not step foot in the service area of Paul Miller Audi. I have absolutely no idea how they have a rating in the positive area on this board.

Wait, one positive remark about PM Audi. They washed my car for me which only too 90 minutes of me waiting for it.

Go somewhere else, anywhere else, please.

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