Complaints

This profile includes complaints for Jim Ellis Motors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jim Ellis Volkswagen of Kennesaw

  950 Barrett Pkwy Kennesaw, GA 30144-4530

  
• 

  Jim Ellis Kia of Kennesaw

  1221 Auto Park Dr NW Kennesaw, GA 30144-7046

  
• 

  Audi Marietta

  1141 Cobb Pkwy S Marietta, GA 30060-9236

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 ******* brand new in July of 2023. In April of 2025, I was in a minor accident. The part required to repair my car is called a guide support. There is a nationwide back order for this part with no end date. My mechanic has called dealerships all across the ** to find this part with no luck. My car is less than 2 years old, less than $20,000 miles, and still under warranty. I called ** customer care and was told just to keep calling dealerships to look for the part. I was offered no relief. In the meantime, I am paying $700 a month for a car that is basically a lemon. I have to get rides to work with a coworker or by borrowing cars.

  

  Business Response

  Date: 07/14/2025

  ******,

  We are sorry to hear of this situation in ********* with the national back order part you need.  In these situations, there's nothing that can be done from the dealership, due to the fact that we do not produce the parts.  All ** dealerships must wait until the part becomes available from Volkswagen of America.  The other options would be:

  1.  Get the part # from your local dealer and see if there is an aftermarket option available.

  2.  See if your local dealer has a relationship with LKQ.  This is a used/remanufactured part distributor, and they could possibly have one available.

  3.  Contact **************** and file a complaint with ** of America.  They will assign you a case # and review your claim.  ************.

  Thank you for reaching out, and hopefully this will give you some direction going forward.

  Regards,

  *****

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23585212
  
  I am rejecting this response because:

  As I stated in my complaint, I have already spoken with VW customer care and was told by them that they would not do anything. As stated in my complaint, my mechanic has contacted dealerships here and across the country looking for this part. He has looked for after market parts as well. Believe me, I am sure he does not have my car sitting in his shop just because. *** Ellis ** sold me a car that can not be repaired. It is a 2023 car with less than ****** miles on it and is still under warranty. They should not be selling cars when no parts are available to fix them. Now the dealership and ** customer care are just saying, oh well, nothing we can do, while I am paying $700 a month for a car that can not be fixed or driven. If they have not produced enough parts for the car, it should not be sold. At this point, I would like a manufacturer buy back so I can look at getting a car that can actually be repaired if it has a minor accident.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/16/2025

  ******,

  We apologize that **************** wasn't able to assist.  We recommend reaching out again and ask for a supervisor.  Again, *** Ellis doesn't produce the parts, and there was no way for us to know that two years later down the road that a part specifically related to accident damage would be in short supply.  We could offer you to trade in the vehicle, and you would just need to have it towed to our store so we can do a physical appraisal to assess current market value.  A manufacturer buyback would have to be approved by the manufacturer, and *** Ellis is just the authorized retailer.  We are definitely empathetic to your situation, and we wish you the best trying rectify it.  Please reach out to our team if you are interested in getting it appraised.

  Regards.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car for a service inspection and a recall fix at this location. I had scheduled this appointment 2 months prior. I was told I would need to drop the car off and they would provide a loaner vehicle. At my appt arrival they told me they didnt have any loaner cars available and that I would have to go get one from enterprise that they had reserved. Arriving at ********** they asked me for a deposit and card to put on file. They gave me the worse car available, dirty and smelled like cigarettes. Nothing similar to the car I drive. I complained and was told by the ** service *** that it was a courtesy not a guarantee. If I knew that they didnt have a decent loaner car I would not have brought my car to this location. They are Rude and unprofessional. The service manager asked where I bought the car, told me to take it to that location for any ***airs. The main reason I brought my car to this location was for the shorter distance from my house. But The lack of respect for customers time and overall experience makes the company look really bad!!! They act like they are doing us a favor! We are paying for the ca! is not free! We are being inconvenienced with recalls and manufacture defects. The least they are required to do is make this a less stressful situation and do what ** PAYS THEM TO DO!

  

  Business Response

  Date: 07/10/2025

  ****,

  We do apologize for not having a VW loaner available for you when you arrived.  It was a very busy day, and with the sheer amount of customers we handle, there are times when we run out of loaners.  When these situations happen, we contact Enterprise, at our expense, to ensure the customer has transportation when we have to make a warranty repair on their vehicle that takes longer than a few hours.  I'm happy to hear that our team did provide this, and I apologize regarding the condition of the Enterprise loaner.  Unfortunately, we don't have control over which car they provide.  I spoke with our service manager, ****** ********, and he was not the person you spoke with in our service drive.  We are both aware of the situation, and we both will make sure you have a positive/professional experience when you come to pick up your vehicle.  The recall repair has been completed, and your vehicle is ready for pick up.  We apologize this has been stressful, and feel free to reach out to me directly if you would like to discuss this further.  Thank you for your patience.

  Regards,

  ***** ******* ************

  *************************************************************

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23572320
  
  I am rejecting this response because:
  
  

  I picked up my car today around 10am, and I returned the rental car from enterprise before 11am. I did not receive a call pr text about my service being finished. I only found out because of the BBB response from last night at 6pm. I did not get l a receipt from enterprise for the rental return because they said ** needs to update the reservation and extend it an extra day. I still have not received my $50 deposit back and enterprise told me they will bill me the extra day if VW Kennesaw doesnt update/close the transaction. I was told by the VW Kennesaw service manager , ******, not to worry, that they would handle it, however, I feel this should be handled at the time of the cars return not after. I called the dealership at 1:20pm to inquire and when they answer the phone it goes mute. Enterprise doesnt answer me either. What a Stressful situation! 

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/14/2025

  ****,

  I just spoke with ******, our service manager, and he confirmed he talked to you on the phone just a bit ago.  I'm glad to hear we were able to resolve the remaining issues with the Enterprise loaner and complete the repair to your ID.4.  Thank you again for your patience and the opportunity.  We apologize for the inconvenience.

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against *** and the affiliated dealership due to repeated mechanical failures and an ongoing lack of support and resolution regarding my vehicle, which is still under warranty.on April 27th, 2025, my 2014 *** ***** began experiencing severe issues, including a flashing check engine light and entering limp mode--serious safety concerns. I brought the vehicle into Jim Ellis Kia of Kennesaw and received reports of the limp mode and a flashing check engine light. Despite these clear signs of a major drivetrain or engine issues, I was told to pick up my car without a full repair or any resolution. I later learned through *** ******** Affairs' internal notes that the vehicle was documents with a flashing check engine light and limp mode the day before I was told to retrieve it.The dealership then tried selling me services (such as an engine flush), but later admitted they did not know if that would fix my car. The service advisor at the dealership then told me to "keep driving the car until the engine blows up, and then we can approve a warranty" which is a serious safety issue. The dealership then texted me to pick my car up and they refused to help me.Since then, I've contacted *** ******** Affairs multiple times, with representatives repeatedly promising updates or escalation to a case manager. Most recently, I was told that my case was opened on May 6th, and I would receive an update within 5-7 business days. It is now past that deadline, and I have not received any resolution, update, or call from ***.I've made it clear that I am demanding either:1. Full warranty-covered repair and a rental vehicle (paid by **** while the issue is resolved.OR 2. A vehicle buyback or replacement.I've already consulted with legal counsel, filed a report to the *****, and am considering escalating this under Georgia's Lemon Law if *** continues to delay resolution.

  

  Business Response

  Date: 05/19/2025

  Thank you for reaching out about your vehicle. While the P1326 code can indicate an issue that requires engine replacement, that is not the case with this vehicle. Per the *** repair bulletin, we have to perform a Bearing Clearance Test. We performed this test on the vehicle and it passed, and therefore cannot perform any repairs on the vehicle. It was determined that the vehicle needs extensive maintenance. We indicated that the vehicle needed to be picked up if the repairs are declined. 

  Customer Answer

  Date: 05/20/2025

  Dear *** ******* and H31383933323*303132H,

  I am formally demanding that my vehicle a 2014 *** ****** currently at ******* miles be repaired or replaced under ***s extended engine warranty program, which explicitly covers engine defects related to the P1326 knock sensor detection code.
  
  My vehicle triggered the P1326 code, entered limp mode, and was diagnosed with engine misfire codes (P0300, P0302, P0304). These codes are symptoms, not separate causes they are well-documented to occur as a result of the very rod bearing engine defect that **** extended warranty covers.
  
  *** H32313434323*3730373*H *** performed a Bearing Clearance Test and stated that because my engine passed the test, I do not qualify for warranty coverage. However, this contradicts:
  
  The purpose of the P1326 detection system which was designed to detect early failure
  The clear terms of ***s engine replacement program, which does not require catastrophic engine failure for coverage to apply
  The basic principles of consumer safety and fair warranty enforcement
  
  Furthermore, I was advised by the dealership to continue driving the vehicle until the engine fails, which is both unsafe and unethical, and contradicts guidance from both *** and the NHTSA.
  
  I am giving *** ******* and *** H32313434323*3730373*H *** * business days to respond to this demand in writing and resolve the issue by:
  
  Approving a full engine repair or replacement under warranty AND a rental vehicle paid for by ***, OR
  Providing a written explanation from corporate stating why this known defect does not qualify including confirmation of VIN exclusion or service bulletin reference
  
  If I do not receive a resolution or valid explanation within that time frame, I will proceed with small claims litigation, report this issue to the ********************************, and submit this denial for further review by the *****, FTC, and public-facing consumer protection outlets.
  
  This is not a bluff this is my final attempt to resolve the matter fairly. I have already filed formal complaints with the BBB, *****, and State General Attorney, and I am prepared to submit additional supporting documentation upon request.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/22/2025

  While we understand your frustration with the situation, we can only proceed with repairs if the vehicle meets the criteria outlined by *** US. We performed the required Bearing Clearance Test and the vehicle passed. Therefore, we are unable to proceed with any repairs. 

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10th, 2025, *** Ellis VW of kennesaw sold me a new GLI with my old **** on trade in.... they had problems getting the financing to go through, meaning they hadn't paid my car off yet, however, they'd already sold it. some time later, they called and said they needed their car back, and they would return mine. i was okay with this, until they returned my car to me in less than ideal condition, with scratched seats, dog hair everywhere, the car had 2200 more miles on it than i sold it with, suspension problems, and a leaking water pump. i have been trying for 2 weeks to resolve this issue without a lawyer or taking any action, and they have absolutely refused, or just pretended that they would resolve the issue, and haven't.

  

  Business Response

  Date: 05/13/2025

  Hi, 

  After you provided all of the stipulations required from the lender for your original approval we did proceed with processing your trade (The ***** through our service department for resale.  This is a very normal process when a vehicle is traded after a deal is completed on our end.  However, one of the verifications with your loan as is with all to my knowledge revolved around your information on the application used being correct and honest.  Unfortunately, when the lender called to verify your employment where you stated you were working on the application, they said you no longer worked there and had not for some time...  This caused a funding issue well after the original transaction but less than 30 days.

  After the **** was traded in and per our normal process, we performed a used vehicle safety inspection on the vehicle and did find a slight oil leak.  We however were planning on selling the vehicle as is, so we were ok disclosing this at the time of resale as the **** did have more than 70k miles on it.  We did then re-sell the **** to a client and shortly after is when the lender on your original transaction called saying you failed your employment verification, and they would not be able to pay us on the transaction due to you no longer working where you said you worked for the approval.  Since you were no longer working, we also were not able to use the information provided to get an alternative approval.  Your girlfriend verified you were not working as well when we called looking to speak with you at some point during this issue.    

  Upon return of the *** which had almost ***** miles and a curbed front wheel we processed your down payment refund in full even though this situation was not our fault or our doing.  

  We too are sorry for the experience as we had to unwind 2 transactions in full due to you not working where you stated on your original application.   Any issues with the **** were present prior to the original transaction as determined by our used vehicle inspection which I have attached showing the timing of our inspection.  We have already provided a full refund and incurred costs on our end that were not passed on to you due to the inspection of the ****, processing of the original transaction that did not go through, unwinding 2 deals in full, providing you a full down payment refund and repairing the wheel you damaged on the ***.  As such we are not in a position to assist with any issues on your **** that were present prior to trading it in. 

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Has not refunded ************* despite promises from ****** ***** in Finance, repeated calls and the attached letter.Temp tags expired and permanent tags not sent even though dealership paid for this service. Phone calls to management not returned. Poor customer service. Failure to perform under contract. Misrepresentation by employees.

  

  Business Response

  Date: 04/28/2025

  Gap cancellation has been processed (LGECCU GAP has to be cancelled and processed the lienholder only). Tag should arrive to the customer tomorrow. He refinanced his vehicle 7 days after financing with us and LGECCU GAP registration and our tag/title work had been processed for the original lien holder and he had to wait for reversal on everything. Not to mention his deal is an out-of-state deal, so tag work takes a little bit longer before reapplying with a new lienholder.
  

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took vehicle to Jim Ellis *** Kennesaw 2/15/24, air conditioning check. Was driving fine.Did not look at it for several days past date scheduled. Told us it had all kinds of non-air issues, oil pan leak, valve gasket cover leak & so forth, but never found AC issue. We approved repairs.Took days to work on it, wouldnt return calls, told us covered under extended warranty, then said no. I called warranty company was told no logged call of *** ever ************ vehicle back in March. drove it about a mile & a half down the road, smoke started pouring out of it & was getting hot.Took it back, was met with rudeness. We were told mechanic left oil pooled in one area & that it was heating up trying to catch on fire. They cleaned it up & we got vehicle back few days later.Drove a couple of days, smoke started coming out of tail pipe. Took to another mechanic, was told oil pan seal leaking, valve gasket cover leaking, & found AC issue. Called ***, they would warranty the leaks. Dropped off 3/28/24 to fix mistakes, they called 4/1 said we now needed air conditioning work for $500+, valve cover ok & fixed oil pan. Picked up on 4/3. 4/11 took to other mechanic, told valve cover ************ pan still both leaking & hose that was supposed to be replaced when gasket cover was replaced, was not done. *** put back on old hose, could cause leaks/fire. Called *** 4/11, spoke with manager over service manager, was told he would have service manager call. He called ****** missed it, I tried calling 3 more times & never reached ******** never called me back. We paid for same work twice. *** needs to reimburse us for all the work we had to have redone & damage they did.SUV is now burning oil, which was not happening before they did all this. Mechanic said likely it was damaged by what *** did, has been slowly burning oil since then & just getting worse.They need to pay for the work we will now have to have done too. Do not go to *** *********************

  

  Business Response

  Date: 03/17/2025

  Thank you for bringing this concern to our attention. Upon review, the original repairs that were quoted were the timing cover, oil pan, and valve cover gasket reseal, and a recharge of the ** system. Typically, the ** system being low indicates that there is a possible leak. We did try to contact the third party warranty company (Protective) on your behalf but they denied coverage. When the vehicle returned it was determined that there was oil residue which was cleaned and the vehicle released. When the vehicle returned again, it was determined that a hose was leaking causing the low freon. That hose would not have been replaced during the previous recharge of the ac system. Those repairs were declined. Any repairs or parts replacements at a *** dealer have a 12 month or ****** mile warranty nationwide at any *** dealership for workmanship and materials. Any repairs completed at a shop that is not a *** dealer would not be covered by any warranty. This warranty also does not provide any reimbursement by outside repair facilities. We would be happy to recheck the vehicle to verify that all of the correct repairs have been completed related to the original work that we performed. The new concern for oil burning or consumption would not be related to the original repairs. There are a couple of bulletins from *** regarding that concern but they are only covered by the manufacturer powertrain warranty of 10 year or ******* miles for the original owner, or 5 year or ****** miles whichever comes first. Since this vehicle is outside of the powertrain warranty, we would not be able to perform an oil consumption test or any repairs under warranty. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have an **** A5 2023, we have taken the vehicle to the service department numerous times to resolve an issue with **** Pre-sense going off unexpectedly and malfunctioning. There have been no less than 4 occurences ( 1-Driving on the highway in an express lane, with no cars in front and thankfully none behind, 2-Turning in an intersection - almost causing us to be rear ended, 3- Driving down another road and going off - with nothing in front of us, having a car behind us swerve to avoid a collision, 4- Going through another intersection). This is a serious safety issue that needs to be addressed, ****'s solution, turn off the **** pre sense. This is not a solution and we no longer feel safe and having our family ride in this vehicle.We have filed a corporate complaint and they are sweeping under the rug.We need this reoccurring problem with **** presense in our vehicle to be resolved for our Family's safety

  

  Business Response

  Date: 03/07/2025

  Thank you for bringing this matter to our attention. We take all customer feedback seriously and have thoroughly investigated the concerns regarding the **** Pre-Sense system in your **** A5.
  
  After multiple visits to our service department and a comprehensive review by **** engineers, we can confirm that the vehicle is operating in accordance with ****s design specifications. During the most recent visit, our team test drove the vehicle, scanned it for faults, and reviewed all available data with ****s Technical Assistance Case team (TAC).No faults or abnormalities were found with the vehicle or its safety ************ of America cleared this car and advised to release it back to the customer.
  
  Its important to note that the **** Pre-Sense system is a camera-based safety feature, which can occasionally be activated by objects or road markings, such as painted lines or signs. This is a known characteristic of these types of systems. For customer satisfaction, we recommend adjusting the sensitivity of the system to its least sensitive setting, which can reduce the frequency of these activations. We offered to assist in making this adjustment at the customers convenience.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 15 2024 i brought my 2020 ********************************* *** because my engine light turn** on. I was recommend** routine matinee as a solution to my check engine light being on which did not solve my problem. I was then told a *** tech line would be put in to see if my car would be cover** under warranty. They then plac** over 50k miles on my car so that it would not be cover** under ***s 100k warranty and tri** to charge me 6k for a new engine. I paid over 1k for services that did not fix my car. I then brought my vehicle to Midas for a check and was told multiple bolts and screws were not put back. Then i took my vehicle to ******************** and was told my car was cov wet ** under warranty and was not charg** for any services.

  

  Business Response

  Date: 01/24/2025

  Thank you for bringing this concern to our attention. Upon review of the services that were approved on the first visit on 8/15/2024, they appear to all be maintenance items that the vehicle was due for based on mileage, wear, and inspection results. Those items are not covered by any kind of warranty through the manufacturer or otherwise. On the second visit, the vehicle was determined to have an issue with the camshaft which would be covered by ***** powertrain warranty. The *** warranty verification shows that the vehicle's powertrain warranty expired on 10/17/2024. The second visit occurred on 10/31/2024 so the warranty was expired at that time. Any time the vehicle has manufacturer warranty coverage we do our very best to work with our manufacturer partner to take care of any customer's concerns. We regret that we were not able to do so in this case due to the coverage lapsing. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22845943
  
  I am rejecting this response because:i brought my car in July 15 2024 specifically for my engine light being on. My car drove fine to the dealership and i did not request regular maintainence to be done on my car. I was told these services will take my engine light off and they did not. *** ******************** did not fuffil their duty of getting my engine light off as of JANURARY 24, my cars engine light is STILL ON. *** has a 50k warranty and a 100k warranty. My vehicle is Under ****** miles at the moment. If it shows otherwise my vehicle has been tampered with by the ******************** dealership. If my 2020 car under 50k miles is not under warranty, why does *** have my car at another dealership working on it via warranty without issues? Jim Ellis ******************** ***  tampered with my mileage pushing it from 49k to 100k so my *** tech claim would not be accepted and i would have to buy a 7k engine on a 2020 vehicle. This dealership has incompetent employees who charge you for services you do not need. I never brought my car in for routine maintainence so i should not have been charged for those things. My engine light NEVER came off therefore they did not provide the service needed for what i paid for.  The business is using deceiving tactics to ******* customers. 
  
  Sincerely,
  
  Tekaida ****

  

  Business Response

  Date: 01/28/2025

  We regret that you did not accept our response. The assertion that we somehow modified your mileage or denied your claim intentionally is simply untrue. The documented mileage on the vehicle repair orders is ****** and ****** respectively. The warranty coverages for *** are 10 years, ******* miles for powertrain for the original owner only, and 5 years or ****** miles for basic coverage. Subsequent owners have 5 year or ****** mile coverage for both powertrain and basic. Per a Carfax report, your vehicle has had two previous owners so this vehicle has 5 year or ****** mile coverage which expired by time on 10/17/2024. We did open a case with *** to get repair assistance and guidance to submit a claim on your behalf but were not able to get approval. We do everything we can to work with our manufacturer partners to get repairs covered under warranty and it is unfortunate we were unable to do so in your case. We are glad to hear that you were able to get your vehicle repaired but we are not able to offer any refunds for maintenance work that was performed. Thank you. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22845943
  
  I am rejecting this response because: I dont understand how my car can not be under warranty when it had been at your dealership before 10/17. I brought my vehicle in 7/15/2024 because my engine light was on. You all gave my car car back WITH the engine light on on and told me to drive it for a week and it should come off. This clearly shows the dealership as incompetent and did not do full due diligence in diagnosing my car. i brought my car in for engine light being on and *** ******************** took from. July 15 to Oct 15 to diagnose the problem. This does not make ANY sense ??  i am not satisfied with your business or any of the services i received from your establishment. I know as my trust as a consumer with *** has been broken and from now on I will do my full part o ensure that not another dollar of mine is spent here.  5 months of my car sitting by at your dealership with my engine light on and nothing was fixed. I am happy to have taken my business elsewhere where but sad to see that *** allows dealerships to mismanage branches and allows their own employees to ruin their reputation. Please feel free to provide ******** denial as you say the warranty was expired. 
  

  
  Tekaida ****

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December of 2015, I purchased a beautiful **** RS7.On June 6, 2023, my car would not start. It smelled like burning rubber. It was discovered that the timing was off on the right side by 20 degrees. Multiple parts bought from Audi Marietta. Repair could be done because of an apparent **** software issue. Car brought to Audi Marietta on December 19, 2023. I spoke with ***** *** multiple times, and then escalated to ***** ********. After 6 months I became irritated and told ***** C that I had been very patient but my patience was running thin.They could not figure out why they still had one code. A bill for $4,800.00 got paid by my friends shop. No answers on what might be done with the vehicle. O nSeptember 19, 2024. I met with ***** *******, ***** ******** and ***** *******. They shared a few different scenarios, which ranged from $7K to investigate further from the top of the engine, and if they did not find the problem, they would investigate from the bottom and that investigative fee could range from $15K to $24k. And if they did not find the issue after I would have spent another $31K or so, they would suggest a new engine for $47K.I looked at Mr. ******* and said: Im not going to spend all that and then face the possibility of needing a new engine. Give me some options. He mentioned having an RS7 with 10K miles, we chatted about that, and I said I might consider it and might be interested in an SQ8. Throughout the conversation, Mr. ******* seemed disinterested, not fully engaged. He told me they would get back to me by Monday, September 23, 2024, with options. And when they did not I wasnt surprised. I waited 3 more days, and no communication. Well today, is September 26, and crickets from Audi Marietta. I had my car removed from there.

  

  Business Response

  Date: 01/27/2025

  Good Afternoon 

  We have reached out to Dr ******** to find a feasible resolution.  *********** facility was brought in the loop after an unauthorized **** repair center failed at what should have been a simple repair. 

  Thank You

  ***** *******

  General Manager

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a service on my 2013 Kia **** done at this location. I then had it towed to my mechanic. When my mechanic went to perform the repairs, he realized that the key left was the incorrect key. After I contacted the dealer to inform them and try to get the proper key. They denied any culpability, lied, said they had the tow-truck driver on camera using the key sent to open the car, and assumed no responsibility for their blunder. I went to my mechanic and confirmed that the key they sent was not my key. They were rude, disrespectful, and hung up on me, and the situation has not been resolved as of now.

  

  Business Response

  Date: 12/26/2024

  Thank you for providing feedback on your experience. This vehicle was towed in and we performed a service on the vehicle with the key provided. The key was then returned to our secure key storage box. When the tow driver came to pick the vehicle up, the key was checked out, and the tow driver went to his truck immediately after. This was verified by the key tracking software and the cameras. If the key was misplaced, it must have occurred after the vehicle left the property. We value your feedback and hope that you are able to resolve your issue.