Business ProfileforJim Ellis Volkswagen, Inc

***************** was the gentleman who was forced to assist me with my car issues. My vehicle was purchased with extended warranty back in 2020. I had a couple leaks going on so I took it to *** Ellis Buick GMC Mall of GA for further assistance. The first time I went to drop off my vehicle, it seemed like I was inconveniencing ****************. No cx srvc skills whatsoever. I didn't really care bc I just wanted to get my car fixed & covered through the extended warranty I purchased from them. When I called two days later asking if my vehicle was ready, bc I hadnt heard back from anyone re an expected date when itd be ready, he seemed bothered that I was calling for MY vehicle. He said itd be ready that day but PM. I decided to let my in laws pick it up since theyre 30 minutes away and Im 1hr and 20 out. I was told Id only be charged the $100 deductible that warranty requires. The day my in laws picked up the vehicle, **************** calls me shortly after stating he had accidentally charged the card the full $1,200+ for the job(s) instead of the $100 deductible only!!! That seemed to be the only time he seemed to care about his cx srvc skills. I was lucky enough to obtain the card info quickly so it could be credited back to the original card. He was apologetic about it bc he knew it had been his mistake. If youre going to offer extended warranty at the time of purchasing a vehicle, let the srvc advisors know they should treat those cx the same as they do with out of pocket paying customers. At the end of the day, were still paying cx, just at the beginning of purchasing the vehicle instead of at the time of a mechanical issue where they can stack on services & labor fees. Im glad I purchased the extended warranty. I just regret doing it here dealership they treat extended warranty customers different from out of pocket paying cx. Thats all, just ask your service advisors to show a bit more cx service skills in the future regardless of whos paying for it.

*******, Thank you so much for taking the time to let us know about your experience. The customer service that you received during your visit fell far below our standards, and we sincerely apologize. We are working with our staff to reiterate the importance of making our customers feel like family so that this does not happen again in the future. Additionally, while the overcharge was a mistake, we certainly understand how much of an inconvenience it is to incur such a large unexpected and unwarranted charge. We apologize for this and we have implemented extra precautions in our payment processes to prevent this from happening again. Our Service Manager, ****, has reached out a few times to personally offer our sincerest apologies, but has been unable to reach you. If youre able to, please give him a call back at your earliest convenience at ************. We would also like to offer you a complimentary oil change and tire rotation as well as cover the deductible for your next extended warranty coverage visit. Again, we appreciate you taking the time to let us know about your visit, and we hope to be able to make this right for you very soon. Have a wonderful day.