Audi Marietta - Service Center

Abysmal (Zero stars is not an option) Before I begin, I must apologize for the length of my review, but I recommend you read it in its entirety so you can understand how the service depart Before I begin, I must apologize for the length of my review, but I recommend you read it in its entirety so you can understand how the service department at Jim Ellis Audi of Marietta views customer service. I cannot speak (write) about the service at other Jim Ellis dealerships as I have only this one abysmal experience to share. Background My ’09 Q5 was running perfectly until one day it would not start so I towed it up to Jim Ellis Audi of Marietta and they diagnosed that the starter needed to be replaced (they did not charge for the diagnosis…which is important as you will read later in this review). After 2 working days to diagnose and an additional 3 days to perform the replacement (2 day lead time on the part…not the fault of the dealership) the new starter was in and functioning properly. Once the service department started the car, the engine was shaking (again, running smoothly before the starter was replaced) and the Technician stated that I “would not be able to drive it off the lot.” With this new development, I decided that the Tech should investigate the cause for a diagnosis and a price to have repaired (frankly, I believe that the cause is from something they did while replacing the starter (I know this may seem like a stretch, but replacing the starter is actually a pretty intensive process and not simply a part swap)). By the time I had an actual diagnosis, they were pretty deep into the motor and the fix would be roughly $8000 to replace the bad parts (which would not guarantee the motor would last very long), or over $13,000 to replace the motor. Since the car is only worth about $15,000 at this point, I had them put it back together and towed away. Getting Squared Away During a phone conversation while re-assembling my motor the service department informed me that they would be charging for 2 hours of labor for the diagnosis which they assured me was a good deal because the tech spent at least 6 hours going through the engine to diagnose. I agreed to the charge because I was not willing to argue over $250 and at this point, I just wanted the car back. I informed my wife and she did not agree with the additional charges so when we dropped off the loaner car she asked to speak with the manager. The manager claimed that we “should have expected” the charges to diagnose because diagnosis takes time and they need to charge for the time (as stated above, no diagnosis charge for the starter…which took 2 days to diagnose) and he claimed that I knew about, and agreed to, the charges the entire time. I corrected him and stated that I had agreed to further diagnosis so that a quote could be generated, but at no point did anyone tell me that they would be charging for the time to diagnose. I told him that Scott, the service guy with whom I had been working would corroborate my statement, but as soon as he came into the office, he turned on me said that I had agreed to pay for additional charges to diagnose. This came as quite a surprise as he had been acting like my best friend for the (almost) 2 preceding weeks that my car was in their possession. At this point, the manager has turned into a pompous (expletive deleted) saying “do you know how to fix an Audi?” and “my Technicians are on commission; do you think they work for free.” My wife then expressed her disappointment and Scott said “you should be disappointed with your husband;” a comment about which my wife is still furious. We were so appalled by this situation that we just paid for the starter replacement and additional charges and left the dealership. I am astonished that the service department would treat their customers like this and I am pretty sure Jim Ellis would be disgusted at the way his employees spoke to my wife and me. I am now taking my car to an independent German car Mechanic who is replacing the engine (2 day job) for a total of $4,200 (not a typo…$4,200). More

The Best I love the professionalism of service each time I visit with Kevin and the service team. Called Kevin about my engine light displaying . Got an ap I love the professionalism of service each time I visit with Kevin and the service team. Called Kevin about my engine light displaying . Got an appointment and loaner that day. Happy it was a simple fix but thankful to Kevin for his timeliness. Jim Ellis Marietta Audi dealership is "The Best". Grateful to be apart of the Audi family. LOVE MY AUDI !!!!!! More

The service was great and the technician was very courteous. One of the sensor lights came on and the technician was very helpful in getting it corrected since apparently there was a recall on the sensor and it One of the sensor lights came on and the technician was very helpful in getting it corrected since apparently there was a recall on the sensor and it was malfunctioning. The technician had the work completed in a very timely manner which allowed me to get on the road for the Thanksgiving holiday. More

Great experience Kevin did a great job getting my service scheduled and completed on time. He had a great attitude and definitely went the extra mile. Thank you. Kevin did a great job getting my service scheduled and completed on time. He had a great attitude and definitely went the extra mile. Thank you. More

Outstanding Service! I was visiting Atlanta from Omaha,NE. Someone broke into my car by breaking my right front passenger window. We were looking to get back on the road t I was visiting Atlanta from Omaha,NE. Someone broke into my car by breaking my right front passenger window. We were looking to get back on the road to Omaha. Heather connected me to Tim in service. They promptly ordered the part, clean out the glass and gave me a maintence check. The service from start to finish exceeded my expectations. Outstanding service! More

Great service with excellent advisor Tim was very cordial, competent, and informative; really down to earth and I look forward to working with him on my new car. He was so efficient and p Tim was very cordial, competent, and informative; really down to earth and I look forward to working with him on my new car. He was so efficient and prompt. He has earned the utmost respect. If I don't get him each time I come in I will certainly ask for him or be very disappointed! More