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Jack Daniels Audi of Upper Saddle River - Service Center

3.3

15 Lifetime Service Reviews

243 Route 17, Upper Saddle River, New Jersey 07458

15 Reviews of Upper Saddle River Audi - Service Center

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October 27, 2018

"Crooks, plain and simple"

- Audi Owner

Years ago my A6 headlight failed. They told me that both had to be replaced to save on the labor. I checked with real pros and took the car elsewhere to replace the one bulb at half the price of what they wanted for each. Both lights still fine, years later. Different time on my very first change of brake pads they kept insisting that rotors needed replacing. I refused. Those rotors lived through several pad replacements with no issues. Today took the car in for an exhaust issue. Was told, again that BOTH exhaust clamps failed and had to be replaced. How two pieces of metal on different sides of the car fail in the same second? "They're the same age" was the reply I got. Nonsense! Asked them to see where there might be a short as the car drains batteries after sitting idle for a few days. Immediate diagnosis - (a very new) battery failed and must be replaced. Prior battery had same issues. Freddy told me there was a battery "adaptation" needed. When I asked him to explain, he changed topics. It's NOT the battery. Again, sheer incompetence mixed with greed. Finally, I was told that the diagnosis would be around $180, then that changed to $250. When I complained, it went back down to $180 with no explanation. Stay away!!!

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Overall Experience
Recommend Dealer
No
Employees Worked With
Freddy Davis
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 31, 2018 -

Jack Daniels Audi of Upper Saddle River responded

This review will be looked into for quality assurance. Thank you.

August 16, 2018

"WORST WORST WORST SERVICE I HAVE EVER EXPERIENCED!!!!!!!!!"

- Vwguy84

This saga has been going on for 32 days now, the dealership has my 2018 RS3. Brand new, less than a year old. I brought the car in for 20K service on 7/10/18, after a week long wait I picked it up on 7/17/18. 8 full days. I brought the car home, within a couple days ALL of the oil leaked out, all over my brand new garage that I now have to have cleaned. I brought the car back on 7/24/18....and it is STILL THERE as of today 8/16/18. 24 full days later. The first day I received a call that they didn't have a chance to look at it, the next day they couldn't figure out the oil problem, maybe a valve malfunctioned. I also requested the sunroof to be fixed, because it makes a constant irritating creaking noise every time you go over a bump or open/close the sunroof. After waiting DAYS for parts to be ordered, they cracked the windshield while installing the sunroof. So then I had to wait for that to be ordered, yet to find out the WRONG one was ordered. Last I heard 13 windshields are being shipped from Germany, and they need to find which one is for the RS. I called back yesterday because I haven't heard from anyone, to find out they are still waiting for 3 parts. On top of that, with the 7/10 service I mentioned the black paint on the tailpipes are eroding....apparently they took photos to forward to Audi of America rep....after a month a decision has still not been made if they are going to replace it or not. I know for a fact that other 2018 RS3's have been replaced, and it is a common problem. What's the holdup??? The lack of communication and constantly having to call the dealership to find out what is going on is ridiculous. You have to call and call and call because no one answers and your forwarded to voicemail. Pedro is NEVER at his desk, I've left voicemails and don't get a call back. If you cant service an RS, then you shouldn't sell them.

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Customer Service
Quality of Work
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Recommend Dealer
No
Employees Worked With
Freddy Davis
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Michael Kenny
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Pedro Martin
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 06, 2018 -

Jack Daniels Audi of Upper Saddle River responded

Mr. McGuire, as you know, your situation was very complicated. There were several parts involved in your repair that were back ordered. That is a situation beyond our control. However, in an effort to address the inconvenience this caused we handled a lease payment for you due to the duration your car was with us. At this point, your car has been back with you for about a week and we hope you are now satisfied with the level of service that you received. We value your business and hope to have the opportunity to serve you again.

August 03, 2018

"Professional & Personable"

- Vivian F

Great dealership, love all my Audis. Jack Daniels CPOs are reasonably priced, they provide great service and eager to address my needs. For servicing, a loaner car is always available. This dealership is very professional. Luv my Audi!

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Recommend Dealer
Yes
Employees Worked With
Pedro Martin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Aug 07, 2018 -

Jack Daniels Audi of Upper Saddle River responded

Thank you for your feedback and your continued business. We're looking forward to seeing you again soon!

January 08, 2018

"Jorge Reinoso was my service representative "

- Joe

I felt Jorge was knowledgeable, was truly interested in the problem I was experiencing with my automobile. Took some remedial action to see if the problem could be resolved without having to leave it for service and incur a service charge. Followed through on all his promises to keep me informed as to what was wrong and any associated cost. the final cost was exactly what Jorge said it was going to be. I will ask for him every time I bring my vehicle in for service. I give him a very high rating !

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Recommend Dealer
Yes
Employees Worked With
Jorge, Reinoso
Jan 15, 2018 -

Jack Daniels Audi of Upper Saddle River responded

Thank you for sharing this wonderful review. We really appreciate your feedback. Best of luck!!

September 20, 2017

"Superb Service and a Professional Staff"

- DocMo

I recently switched the service of my 2017 Audi TT from my original dealer to Jack Daniels USR. My car was picked up, serviced, and returned on the same day. The staff, especially Tal Vander and Samantha Loganchuk, were professional, friendly, and competent. As an Audi driver for 20 years, I would recommend this dealership highly.

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Tal Vander and Samantha Loganchuk, Blanca Simpson
Sep 22, 2017 -

Jack Daniels Audi of Upper Saddle River responded

Thanks for letting us earn your business. We look forward to keeping your TT in tip top shape! All the best!

June 05, 2017

"Above and Beyond "

- AudiQ7

Frank went above and beyond his job to help me repair scratches to the hood of my brand new Audi Q7 that happened just 7 days after I bought the car. He was empathetic and found a solution that was cost effective and fast to help me

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Recommend Dealer
Yes
Employees Worked With
Frank Gebbia
Jun 26, 2017 -

Jack Daniels Audi of Upper Saddle River responded

Thanks for the wonderful review. Glad Frank took good care of you. Enjoy your new Q7!

November 30, 2016

"Terrible Experience, Horrible Customer Service!"

- Grace Warren

I dropped my 2012 A4 off on Tuesday morning after my check engine light came on. It appeared that the cylinder head was damaged which in my opinion should not have happened to a car with less than 70,000 miles. I wanted Audi to help with the repair cost, as this was a very costly repair. I did not here from my service adviser until Thursday at which time I was asked to verify my service records. I immediately did so. Then I did not hear back from them until the next Monday, an entire week, when I called them and asked what was going on with my car. I was left with no loaner this entire time. Finally another service adviser called me back. Her name was Blanca. She told me that my original service adviser was no longer with their team. She again asked me for the service records that I previously sent. I sent them again. She later called me and asked for the service records for the car before I owned it. I bought the car from another Audi Dealer as a used car. I did not have them. She told me I would have to contact the dealer I bought the car from. At the time I did not know that she could have simply done a car fax report that would have shown her any service that was done. The other dealer provided me with that report, which showed that many of the services had been done at various Jack Daniels service department locations and was originally delivered from Jack Daniels. I sent this to Blanca that day. Finally Tuesday she called me and told me that they would not even consider asking their Audi rep to help with the cost of this repair because my husband changed the oil and filter. I live 30 miles from the nearest Audi service department. It is quite inconvenient to bring my car for a simple oil change. At that point I had the car towed to Audi Newton, 64 miles away, where they did bring my problem to the same Audi Rep who did agree to pay for all the parts to repair my car. They were unwilling to try to help me. I will never bring my car there for repair, nor will I ever buy a car there.

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Overall Experience
Recommend Dealer
No
Employees Worked With
Blanca Simpson , Ilya Yagyaev
Dec 01, 2016 -

Jack Daniels Audi of Upper Saddle River responded

This review has been sent to the appropriate party to be reviewed. For immediate assistance please reach out to Pedro Martin (201) 252-1500 EXT. 1530

April 11, 2016

"Excellent sales and service experiences "

- crazypapillonlady

I have now bought 2 cars from Maria at JD Audi. I can't see myself driving anything else. I grew up on Audi's so naturally when my husband finished his residency he bought me a Q5. We later upgraded to the Q7 TDI. My car has been in for it's typical service and some detailing in between. I tend to gravitate to Michael Kenny at service. He is always so kind and helpful. Also Blanca is always friendly as well, although I have never had her as my service rep personally. Also I was excited to receive a detailing special for $139.95 in my email right after I dropped my car off for detailing. I am trying to save some money right now as we are in the process of building a new house.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Michael Kenny, Blanca Simpson , Maria Gomez
Apr 18, 2016 -

Jack Daniels Audi of Upper Saddle River responded

Glad Michael and Blanca have taken good care of you. We appreciate your loyalty and look forward to dealing with you again. Best of luck!

January 18, 2016

"Attempted Theft by Deception"

- Autoenthusiast

This dealership attempted theft by deception. I have an older, low mileage A4 with a low fuel pressure problem (CEL P0089 and a pending CEL P2293). Often this problem is related to a "Cam Follower" between the fuel pump and intake camshaft. Audi first addressed this problem with a TSB (technical service bulletin) and then later with and extended part warranty for 10yrs or 100,000 miles. After bringing in my car for inspection I was told that the Cam Follower failed with a hole in it, and the fuel pump was scoring the camshaft. The service representative said that I would probably need a new engine! So having hearing the bad news I decided to pick up the car without having any work done, and I asked for a repair estimate in writing. I brought the car home, and since I am an experienced mechanic I decided to take a look at the problem for myself. Guess what I found? There was no damage to the fuel pump, there was no damage to the cam follower, and there was no damage to the intake cam. The entire diagnosis was falsified, and this dealership tried to "take me" for several thousand dollars worth of repairs. If you are paying for the repair work (not covered under warranty), do not trust this dealership. I caught them red handed in a big lie. I have their repair estimate and pictures taken on the same day to prove it.

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Recommend Dealer
No
Employees Worked With
Blanca Simpson
Jan 18, 2016 -

Jack Daniels Audi of Upper Saddle River responded

Thank you for taking the time to share your feedback. In order for us to further assist you, we ask that you please contact our Service Manager Pedro Martin (888) 471-8563 EXT. 1530 Thank You.

September 29, 2015

"Love this service department!"

- julie118

I always have such a great experience with the service department at Jack Daniels. I brought my 2012 Audi a4 in for service this morning and was nervous that it would be in service for a while, but they assured me it would be as quick as possible. I was in a rush and on my way to work, and the entire process of checking in my car and getting my loaner took barely 5 minutes, it was perfect. Then, they called me before I even got out of work to let me know that my car was done! They cleaned my car and left it looking perfect for me. Everyone I dealt with was extremely helpful and courteous, and made my early morning a little nicer. Sal and Mike are amazing people and truly care about their customers; it was a pleasure to work with them. My loaner car was beautiful and it convinced me to get another Audi when I'm ready for a new car! Thanks guys!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Sal, Mike
Oct 16, 2015 -

Jack Daniels Audi of Upper Saddle River responded

Julie, thanks for this kind review. It’s always great to hear about an experience like yours. We're thankful for our amazing team and efficient service department. Hope to have the opportunity to earn your business again!

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