Volkswagen of Marietta - Service Center

I have taken my car to Volkswagen of Marietta for the past three years due to its close proximity to my job. Let me first make this clear, if I could give 0 stars I would. I would not send my worst enemy past three years due to its close proximity to my job. Let me first make this clear, if I could give 0 stars I would. I would not send my worst enemy to this dealership, and I'm not being dramatic. I have spent the last three years complaining about a loud noise coming from my suspension when going over bumps. The car is a 2021 Volkswagen Arteon that I purchased brand new in 2021. I have complained about it each and every time I've taken the car in. I was told they could never replicate it, I was told that's how the suspension on my particular car sounded. They even told me a tech from corporate came to drive the car and said that's how the suspension sounds. I was constantly gaslit by this dealership to the point where I thought I was just being crazy. I went through the corporate buy back process, denied. I went to arbitration with the BBB, claim denied. They would not even demand that they fix the problem. In one final attempt to get this issue resolved before my warranty ends (I'm at 47,000 out of 50,000 miles), I took the car to Jim Ellis VW of Chamblee. It. Took. One. Visit. One single visit at that dealership for them to replicate the sound and order new struts for the car. I just picked it up, and the sound is completely gone. This dealership is a joke, an absolute joke. The staff isn't organized, the processes aren't organized, and it's completely chaotic. I had to have my steering wheel replaced due to another issue, and they put the steering wheel on crooked two times prompting me to go back and complain. The issue that it was replaced for is still happening as well. They kept my car for about 35 days trying to figure out the problem with the suspension, and provided me with a loaner Tiguan. I noticed about a week in that the temp tag on the Tiguan had expired, and I was driving around with expired plates. They provided me with an Atlas instead, only for me to get a call a week or two after requesting I bring the loaner back, because another customer needed the bigger car. I declined and told them they could have it back when my car was fixed. I took it back after the corporate tech told them my car wasn't fixable. I apologize for the lengthy review, but I feel like it's my duty to warn other customers. TAKE YOUR CAR ANYWHERE ELSE. Again, one single visit to another dealership, and the suspension problem is fixed. I'm disappointed, pissed, and shocked at the utter lack of competence from this joke of a dealership and service department. I have a video posted in my google review if you come across it. More

My 2008 VW Passat was with them for nearly three weeks due to starting issues. We suspected it might be a fuse, battery, fuel line, or something draining the battery—an easy fix. From the start, commun due to starting issues. We suspected it might be a fuse, battery, fuel line, or something draining the battery—an easy fix. From the start, communication was poor. Despite explaining the issue to three different people, they did nothing for days and failed to update us. My husband had to intervene by contacting Bryant, the service manager, who was the only one who pushed the mechanic to act. When we finally got the car back, it wouldn’t start despite being told it was ready. We were shocked by the $200 bill instead of the expected $1000 but were still frustrated that the car wouldn’t start. The mechanic misrepresented our conversation about the battery, ignoring our concerns about a possible bad battery or something draining it. In frustration, I demanded a new battery and a diagnostic for any battery drain. The mechanic refused, and my frustration led to an argument with a rude employee named AJ, who escalated the situation further. Eventually, Andrew (Dre) stepped in to calm things down and offer a sincere apology, showing the only sign of professional customer service. He is the only reason of the 1 star vs. a ZERO I moved my car to another VW dealership I’ve trusted before. Avoid this place for its poor communication, delays, and lack of integrity. More

We took our Sons 2012 Gti to have a diagnostic analysis our Service Representatives name was Bryant, With hesitation and consideration We agreed that this gentleman needs further training and knowledge abo our Service Representatives name was Bryant, With hesitation and consideration We agreed that this gentleman needs further training and knowledge about VW customer service guarantee and overall service care, Our preferred VW service center in Lithia Springs had a 2 week waiting list so We decided to have services done at this location, Never again will We put ourselves thru unnecessary stress, With incompetency and inconvenience. More

Beware of the maintenance dept, these people has had my 2006 Passat for almost 7 months, no answers, no solution, the lack of due care, they can’t figure out how to program a car to synchronize the door l 2006 Passat for almost 7 months, no answers, no solution, the lack of due care, they can’t figure out how to program a car to synchronize the door locks to a key Fob and yet they work on fully electrical car where they have to suit up just to replaced a battery pack. Corporate has been involved for months and still the car sits in a bay somewhere, all these techs going to classes, taking vacations and no brains to fix a simple issue, the car was dropped off in Dec of 2022, ,we believe they fried the whole car’s electrical system and will not admit to it . Now corporate have the VW engineers on this, let’s see if they can fix the car before 2024.I bet the owner has no idea what’s going on here. So many bad reviews on this Dealership. Bryant please do not try to pacify the situation your team has destroyed this car and every customer should know how you and you team operate, you guys can’t even fix one car , but yet talk about working on these high tech cars . Tell us what did the service department do to the car, why all the lies , admit that you have no idea what your doing or Mike , this is the first cont from you in months. More

My daughter went to this dealer for a front end alignment. They claimed they couldn’t break the outer tie rod nuts free they were frozen. Told her to change the outer tie rods was going to cost her alignment. They claimed they couldn’t break the outer tie rod nuts free they were frozen. Told her to change the outer tie rods was going to cost her $1200.00. This is a $500 job at a Volkswagon dealer. They saw a young college kid with out of state plates and tried to take advantage of her. Thomas the service advisor then told her she had to pay full price for a front end alignment even though they couldn’t do the alignment. This is wrong on so many levels. No reputable shop or dealer charges full price when they can’t do an alignment for any reason. It is normal to have to pay a half hour labor for the inspection. First issue is this car had an alignment a year ago and being a mechanic I have worked on this car and never had an issue getting a single bolt, but, or part off of this car, that’s why every car I own is Volkswagon. I find it hard to believe they couldn’t get the locknut to loosen and my knowledge of this vehicle this doesn’t make sense. I believe the scam started here. Then the service advisor tried to get her to pay $139 for an alignment they didn’t complete. A good and competent mechanic puts the car on a lift, unloads the suspension, and inspects for worn out parts. A good and competent mechanic then tries to break the tie rods loose to make sure there are no issues there. Then a good or competent mechanic sets up the alignment. The second part of this scam is the service advisor telling my daughter the mechanic had two hours into her car. I told her it is not right to be charged $139 and that he should charge either an hourly rate for a half hour or a diag fee. He then told her his service rate is $160 an hour so he is doing her a favor by charging her $139 instead of $320. I raised a smart girl so she didn’t buy into his scam and she left for $80 which is fair. The third scam is he then gave her a warning that this is how they do business so next time she should expect to pay full price for any service even if they can’t complete it. I wanted to let the general manager of the dealer know that they got caught trying to take advantage of a young college kid and wanted to know what they were going to about it. Three days in a row I called the dealer, first day he had left for the day before 5 pm and I left a voice message. The voice message is still in the previous general managers voice, female. 2nd day I called because he was scheduled to be at work and he wasn’t at work. The receptionist assured me he would be there today after 9 am. I called at 10:30 and the general manager never came in to work today. In my opinion this dealer uses predatory practices on people they believe that they can get away with it. Little did they know her dad is a mechanic and knows this car well!!! Further have tight connections with Volkswagon dealership managers and service advisors whom in formed me of the normal costs and practices of a Volkswagon dealer. The incompetence and dishonesty in my opinion starts at the general manager and flows all the way down to the technician in this instance. Do not use this dealer and question any charges and or repairs that did not go smoothly as they probably scammed you. More

If I didn't have to leave one star to leave a review for VW, I would give them ZERO.! I initially had a good review of my experience with VW Marietta, however that has changed DRASTICALLY. Not even 2 full VW, I would give them ZERO.! I initially had a good review of my experience with VW Marietta, however that has changed DRASTICALLY. Not even 2 full months ago, my car did not start and I brought it to Volkswagen to get serviced. I ended up getting over $4,000 worth of work done on my car. Then about 2 weeks ago, some lights on the dash came on and I brought it in for a diagnostic. So, I was very shocked to see that my car would not start again last Friday. I immediately called Volkswagen and asked to leave URGENT messages for both the service manager and my service advisor about my car not starting. I was told that the service department opened at 8AM and someone would contact me asap. I waited for someone to reach out to me but by about 11:00AM I still was not contacted. I then called and left urgent messages for both the service manager and my service advisor once again. By 12:45PM I still had not heard back and called once again, I could only reach someone because I insisted that I needed to speak with someone, even if they are not in the service department. I ended up waiting on hold for about 10 minutes just to speak with the sales manager. Finally, the sales manager was able to get a message to my service advisor to contact me asap. She was not very apologetic and just asked when I could get my car to the dealership. I informed her that I will not pay more money to tow my car there and I believe that it is the dealerships responsibility to get my car there to see what is going on. I was able to get them to agree to tow my car and was told the car would be picked up within 2-3 hours. About 4 hours later, I called my service advisor and asked her about the tow time and was told that she gave them my information so they could contact me.I also informed her that I ended up having to pay to rent a car that day and asked about getting Volkswagen to reimburse me or give me a car to borrow until I could get my car back. She told me she would be back in the dealership at about 7:00AM Monday morning and to contact her once I woke up to see about getting a loaner car. I agreed and informed her that I needed to be to work by 10:00AM so I would contact her early in the morning. Then my car didn't end up getting towed until over 8 hours from the initial call time that Saturday. Monday morning at 8:30AM, I left a message for my service advisor asking her if there ended up being a loaner car available for me to borrow and by 9:30AM I still had not heard anything back. I called Volkswagen and asked for someone in the service department to please get my service advisor to the phone. My service advisor informed me that there is a loaner available for me to borrow and I then asked for an uber to the dealership to collect the vehicle. By the time I made it to VW, it was past 10:00AM and I ended up having to be late to work. Then, I received no communication about the status of my car until I contacted them on Wednesday evening. By that time, my service advisor told me that they looked at my car but wouldn’t be able to actually diagnose/bring it into the service area until the next day. I also asked my service advisor for a gas card since I was given a huge SUV, while gas prices are about $5.00/gallon. That brings us to today, 6/23. I received no communication from VW until I called them that evening and left both the service manager and my service advisor urgent messages. Once my service advisor called me back, I informed her that I noticed that she had incorrectly documented my previous invoice. She stated that I requested for certain work to be done on my car, however on the item she added that note to, I have never heard of before she recommended that the work be done for that part. She then told me, “Well I can’t change it.” I felt as though that was pretty rude and insensitive considering everything I have been dealing with at the hands of Volkswagen. She also told me that now I needed to also pay $1,000+ for a new starter, and basically asked me if I was going to pay that or not. I told her that I am not authorizing any work to be done and I still needed to speak with a manager ASAP. I also informed her that I really felt as though the Volkswagen has completely failed on communication which is why I decided to file a formal complaint against them with Volkswagen Corporate. She then offered to have her manager call me in the morning. I feel utterly SCAMMED and completely disappointed with my experience here. I have been leaving messages and trying to get in touch with a manager since last friday, however now all of a sudden that I have made a complaint, someone will be available? VW of Marietta feels like a scam operation. An entire week goes by that I’ve been leaving urgent messages for the manager and NOT ONE person has made the time to talk to me about this situation. This is completely unacceptable!!! Please do not bring your car here, you will regret it. You’re better off finding someone in the AutoZone parking lot. More