ComplaintsforJim Ellis Atlanta, Inc.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint about the mechanical and electrical issues I have been experiencing with my vehicle. I had mentioned to Audi Atlanta and the whole team that my daughter almost lost her life in the middle of the road while in traffic, the vehicle broke down.Despite several attempts to fix my car, **** failed to do so. My vehicle experienced frequent breakdowns and malfunctions such as the car jerking on multiple occasions and they advised me that the electrical system failed from a weak alternator.I am fearful for my life and my kids lives withe the Q8, I expressed my fear to Audi and nobody seems to car. It was all transactional for them and I do not get the sane treatment as I did when I was purchasing the vehicle.I have been paying for a vehicle that I did not enjoy at all.I am requesting that the ** or corporate to take responsibility and reach out to me regarding these issues and provide a resolution.I would appreciate a prompt response and resolution to this matter.

  

  Business response

  07/11/2024

  We understand the clients frustration. This vehicle is currently in our shop for repair. We will gladly repair the vehicle as expeditiously as possible and assist the client in trading for a new Audi if desired. 

  Customer response

  07/15/2024

   
  Complaint: 21951499
  
  I am rejecting this response because:
  

  The reason why I am rejecting because I was promised numerous times that Audi Atlanta was going to fix my vehicle and they failed to do so which resulted in an electrical breakdown in the middle of traffic and it almost caused my daughter's life.  I have received a text message from *************************** advising that my vehicle had no issues when in fact these Are the exact same undiagnosed issues.  Audi has not taken any considerations of my life and my kids lives. It saddens me and give me anxiety driving a car that I don't feel safe in.  They are just lazy and incompetent to provide me with service that I deserve as a valued customer who spent so much money on the truck. Audi Atlanta needs to take their truck back. A trade is not an option and I would never spent any money with Audi atlanta  nor drive their brand.

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

  

  Business response

  08/05/2024

  We understand the clients frustration with the vehicle she no longer wishes to own. We have made every attempt to duplicate the clients concern using multiple technicians, both shop foremen, and with direct technical assistance from Audi the manufacturer. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2022 CT5 Premium Luxury from *** Ellis Cadillac on July 9, 2022. They told me I had to pay for the Allstate Paint and Fabric Defense Warranty on the car, which was $1695.00 plus taxes and financing charges. I expressed numerous times I did not want the product, did not have kids and the car would be kept in the garage exclusively, but they refused to negotiate and basically told me take it or no deal. So, I needed a car at the time, so reluctantly I agreed to take the car. Here is the problem. The car was not even at the dealership at the time. It was still in transport, so they could have easily not forced the issue. I received a call on a Saturday around noon saying the car was there, but they had to apply the Paint and Fabric defense material, so they weren't sure if it would be ready that day or Monday, yet an hour later I got another phone call stating the car was ready. There could not have been enough time to clean the car off the hauler, apply the material and let it dry for me to pick it up. When I got there to see the car it was sitting on the lot, no way to tell if the material was on there, but I was not given any material, sticker, documentation that any material had been applied to the car. Now the car not even two years old is having issues, it is obvious that this material either was not applied to the car interior and exterior, or it was applied to a dirty car off the hauler without cleaning the car first. There are spots all over the car when you wash it that do not come off. I notified and tried working with *** Ellis for weeks and weeks. Mostly they wouldn't respond to my phone calls or emails until I posted a negative review online, then the service manager responded, asked me for pictures. I sent him the pictures and that was pretty much the end of the story. I asked him to verify that he received the pictures, he never responded. I got one email from him stating the General Mgr was going to call me to discuss, never hap

  

  Business response

  06/19/2024

  All products are discussed with customers upfront.  The vehicle is two years old.  If there is an issue with the vehicle, we would be happy to reapply the product and address the concerns.  The customer is welcome to contact me directly at ************ and ask for ***********************.  I will be more than happy to set up an appointment to bring the vehicle in so we can address the concerns. 

  Customer response

  06/19/2024

   
  Complaint: 21866101
  
  I am rejecting this response because: Factually the car is not two years old. Factually the car has been garage kept since purchase. Factually the car only has 6500 miles on it. So, this is a good example of how little this dealership or the people in charge think of their customers. Trying to make it seem like it is a well-used vehicle that has been exposed to the elements for two years is patently false. Factually the "product" was not discussed with me in any detail, and when it was added on to the total of the car I rejected it. I expressed I did not want the product to be added, which they denied me the option of declining the product and basically told me take it or leave it if you want the car, which is, in my opinion, unethical to say the least. I was not provided any documentation or information on the product. My concerns were summarily dismissed and I was guaranteed that the "product and the warranty were good at any Cadillac dealership," which has proven to be NOT true. They used deceptive and manipulative tactics to get the money for this worthless product that I do not believe is even on the car, which goes straight to line the pockets of the sales people. Completely unprofessional and unethical. I thought *** Ellis dealerships were better than this, but I guess they're falling back into the old tricks of car sales.
  

  The response over the last month that I have received from this dealership is unacceptable and lacking. They have proven to be completely untrustworthy and I would never take a very expensive car and leave it with them, especially after this experience. I only had one contact after writing a negative review when I couldn't get anyone to discuss this matter or how to resolve it, and then none of my phone calls or messages were responded to. Then I was told that the only thing the dealership was willing to do was detail my car. they didn't even submit the information to Allstate Paint and Fabric Defense, that's how much they DO NOT care about resolving this situation. Absolutely unacceptable. The added cost of this worthless product that I don't even believe was applied, or definitely not applied properly, was compounded by taxing it and rolling it into my loan amount...and now that there is a problem.

  I had made a suggestion that *** Ellis pro-rate the last three years of this "warranty" that really is worthless and just give me back the pro-rated amount plus taxes and finance charges, and I was told by the Service Manager *************************** that the General Manager was going to call and discuss this with me, but that was also not true. I never received any phone calls from the General Manager. After another almost two weeks I kept asking if someone was going to call me, and for the most part I got no response, but then on June 12 ***** said the General Manager was going to call me to discuss, but that did not happen. Then on June 13, one day later, I received an email from the service manager that the ** was not going to call me or refund any money and if I wanted to bring the car in for detailing that was the option. Bear in mind, I do not live anywhere close to this dealership and that is not a resolution to the problem. As if I'm going to make a three-hour trip to have my car detailed, but not fix the problem? And I was told initially that any Cadillac dealership could deal with any problems that should arise if the product, if applied, failed. I am about to move out of state and so this whole thing is worthless to me if it is only applicable at *** Ellis.

  I have put forward a reasonable resolution for this problem and that is to refund me the pro-rated amount for the three years that are left on the warranty, which would according to my calculations with tax would be about $1100.00. Since I am moving out of state probably within the next month or two I believe that to be a reasonable compromise for all parties involved. Who ever heard of a warranty that's only good at the originating dealership with a brand new car?
  
  Sincerely,
  
  *********************

  

  Business response

  07/08/2024

  We have an appointment set up for ******* on Friday at 9:00 am at *** Ellis Audi to take a look at the vehicle.  I have also spoke with All State and have shared the information with them.  They state they have nothing in the system of ever denying a claim on this vehicle.  We did set up the appointment at *** Ellis Audi Marietta because it is closer to the customer's home.  

  Customer response

  07/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  From: ************************* <********************>
  

   

  I had an open case/complaint on *** Ellis, Case Number ********, and I inadvertently missed the deadline to respond to their response on July 9th which I did not discover until this past Friday, July 19th. I called the BBB number this morning and was told I could write what my response would be as the statement from *** Ellis was completely false and misstated facts and that these comments could be added and hopefully the case could be reopened.

  Here is my response:

   

  I would like to add a response and ask for this case to please be reopened or amended as the response from *** Ellis on July 9th was not true. The general manager did contact me about taking my car to *** Ellis **** for someone to take a look at and evaluate the problem, but when I got there the person I was supposed to see was not even there. I waited there for an hour and this person never showed up, neither did anyone at the **** dealership even know why I was there, nor did they call the General Manager to take care of this situation. In the late afternoon I was given a phone call by a service manager at *** Ellis **** who just discussed me bringing in my car and leaving it, nothing about them looking at it with me and discussing what the remedy would be. I reluctantly agreed to taking my car in on July 16th, but then received a phone call on the day before from the **** dealership cancelling my appointment and asking to reschedule again. I have no confidence and am actually afraid of the ultimate outcome if I give *** Ellis, any dealership in this group, access to my car and the damage that could be done to put me in a more difficult position.

  Secondly, in the July 9th response by *** Ellis the General ****** stated something about an Allstate claim being denied, or that there had never been a claim denied. I don't even know what that is referring to and it is a red ******* to throw off what this is about. No claims have been denied because *** Ellis has not submitted the information to Allstate to authorize the work to be done on my car under the Paint and Fabric Defense warranty. 

  This dealership time and time again now has shown their total lack of integrity and honesty in dealing with this situation in a professional businesslike manner. I have asked for them to refund the money they charged me for this worthless warranty that I was forced to buy and it was sold using a material misrepresentation of the fact that anyone could work on my car if there was a problem. No one can even vouch for or state what the product is, if it was applied to my car or anything else that would substantiate their claim that I was not fraudulently sold something that I had to pay for or they wouldn't sell me the car. Who would trust this organization to leave their car in their possession at this point? 

   

  Thank you for your consideration,

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

   

   

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

  

  Business response

  07/24/2024

  I spoke with the customer in length and set her up an appointment with **** ******** because she stated it was close to her home.  I have spoken with the All-State Dealer Services *** and he is willing to help as well. The customer does have coverage on her vehicle, and we are willing to help.  We are being told that she will not leave the car overnight and she will not bring it to the selling dealer. The customer can set an appointment with **** ********, and they will be more than happy to get this resolved. *** Ellis owns both stores and *************************** from All-State is aware of the customers concerns. 

  Customer response

  07/24/2024

   
  Complaint: 21866101
  
  I am rejecting this response because:

  It is literally breathtaking the level this company and/or this general manager for *** Ellis ******** will sink to in being so unprofessional and just flat out lying about the facts of this complaint.  Here again, the general manager states yet another complete falsehood that he apparently just made up out of whole cloth that never happened. He states, "We are being told that the customer refuses to leave her car overnight." That is 100 percent false, and if he is being told that I want to know by who.
  Let me be clear, I have NEVER been asked to leave my car overnight anywhere.  I did take my car to the **** dealership as instructed.  The service advisor at the **** dealership can attest to the fact that in our conversation later that day he told me he only expected this to be a one-day job and he would set up a shuttle to get me back and forth.  So, why is the general manager at ******** lying and saying I denied leaving my car overnight? I really don't understand how from a business perspective this is ethical or productive in trying to resolve a problem. Look at how long he keeps dragging this matter out instead of communicating with the customer and trying to make this right or follow through.

  
  I am attaching additional pictures that are an even better representation in the correct lighting of the severity of the problems and are quite prominently shown in detail, but these are but a small sampling from the interior of the car as the space is limited, but they clearly show significant problems.

  
  The general manager speaks about talking to me "in length" whatever that means. I had ONE conversation with him on July 5 where he was insulting, belligerent, accused me of being in it for the money and was extremely dismissive of me as a whole, which began to feel like more of a personal attack than a proper business conversation.  After that I spoke to him for less than 5 minutes where he had another male in the background, he later told me was an Allstate **** and that is the complete and total extent of any communications I have had with him.

  
  He also stated in the first conversation that he was,"Going to make it right," and that he would refund a large portion of the $1,695 plus tax and fees that I had been charged when purchasing my car if I was not satisfied as I did decline this product in the first place. Also of note, when I called Allstate personally and they pulled up the policy they cannot tell what material was used or any details of the product. Needless to say I am not satisfied and do not feel like taking my car to a sister dealership would be productive. This general manager has extinguished any and all trust or faith I have in any *** Ellis dealership and I cannot trust them with my property as I'm quite sure anyone would feel at this point.

  I hope that the owner of the *** Ellis group reads these communications and I will personally be writing to him regarding this matter.  The general manager seems to want to keep stonewalling, lying and dragging this out in perpetuity or until I am no longer in this state, and it is extremely inappropriate how this is being handled.
  
  Sincerely,
  
  *********************

  

  Business response

  07/29/2024

  I would like to offer the customer to bring in the vehicle to *** ********************** ******** anytime.  I will get with Allstate and get this matter resolved.  I apologize for any inconvenience this may have caused. You can reach me anytime at ************. 

  Customer response

  07/30/2024

   
  Complaint: 21866101
  
  I am rejecting this response because: 

  So we are right back at square one with demanding that I come back to the original *** Ellis dealership that is too far from my home to be reasonable, and also my trust in anyone under the *** Ellis umbrella has been completed eroded by the misrepresentation and lies that have been included in this complaint and how the ** has responded with complete untruths.  Why the dishonesty?  I would like to speak to the owner or someone above the general manager as this has gotten me nowhere in months now.  I am requesting a refund so that I can go to an independent body shop or professional detailer and have this problem resolved as this product was most likely misapplied as is reflected in the pictures of the interior and must be corrected, and also if there is permanent damage done to my car this is something else that can possibly be a problem. I just got off the phone with Allstate and they said that once this product is applied it is designed to never come off, so what does that mean for my car long-term?  The ethically right thing ;for this business to do and professional thing to do is resolve this by refunding what I was charged.  I also have no confidence or faith based on the lies that have been told that this dealership or anyone affiliated with them is going to admit that this product was applied incorrectly and could have, and most likely has resulted in permanent damage to the finish. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/01/2024

  *** Ellis ******** has not been given a chance to inspect the vehicle for these concerns to be addressed. We are happy to address these concerns, but we will need to physically inspect the vehicle. 

  Customer response

  08/02/2024

   
  Complaint: 21866101
  
  I am rejecting this response because:

  As has been experienced time and time again in this process of trying to come to a resolution here again we have another material misrepresentation. The vehicle was, in fact, as instructed taken to the sister dealership of *** Ellis **** on July 10 for inspection and the issues were visualized in-person. The vehicle has now also been viewed just this week by a professional detailer with 10 years experience who verified that this is a misapplication of whatever product was used. According to Allstate **** the misapplication of the product would not be covered under this warranty that is worthless, as well as the product itself, not to mention the damage that has been done to my car.

  This is just another example of the inherent dishonesty, unprofessional behavior and contempt for this process from the general manager at *** Ellis Cadillac.

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

  

  Business response

  08/12/2024

  *** Ellis ******** has sent a check to refund the customer for the Allstate Paint and Fabric policy. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Too many issues to write. Paid for cadillac sill plat and keyless entry (both $115 labor pre-paid on the cadillac website) and scheduled to have them installed. When I brought the Escalade in, they asked if I wanted to wait, I said I would come back later. Called later that afternoon, they said MIGHT be ready tomorrow. WTF is the point of an appointment if they cannot work on it same day? Common sense! But they said they wanted to have a conference first when I live 1.5 hours away round trip and it is a simple $115 labor part install? What a joke.I called for the price of a duplicate key before going, gave them my VIN, and 20 minutes later they said $560 (wow). I asked for a key duplicate when I dropped it off. 24+ hours after dropping off THEY STILL COULD NOT MAKE A KEY for my 2022 Escalade. They EVEN said it might be more $ and COULD NOT EVEN GIVE ME A PRICE 24 hours later.The keyless entry they installed was totally crooked, looked like a kid slapped it on! I fixed it myself later and cleaned up the resulting tape mess, I did not have time for them to take it back and fix it while there. Key pad itself is not pressing down on the 0 digit unless you crush it, cadillac problem, tech noticed it but oh well, not a *** Ellis Cadillac problem apparently.I said I had a very tight schedule and please have the car ready for me exactly at 2. Car was not out front. Car was not washed, asked if I want to wait, I had no time for that either. Had to wait for the technician to tell us how to program the keyless entry even after that.Parts person was nice.

  

  Business response

  04/22/2024

  The keyless entry pad was installed how ************** says to install it per Document ID *******. I have attached a picture of how the keyless entry is supposed to be attached for reference. The pad is shaped like a parallelogram and not square.Per GM it's supposed to be attached where the base of the keypad is parallel to the window reveal belt molding below it.

  Customer was scheduled as a drop off originally advised him we would need the vehicle for 24 hours to install parts due to the shop capacity. Customer asked for a quote for a key fob due to the year model I didnt know if it fell under new key fob programming or the old 1 hour style so we agreed to wait for tech to quote the key fob. Customer requested to pick it up before the 24 hour marker advised we did everything we could to have it ready for the customer. Tech was done a little before 2pm but had not made it to detail by the time the customer came to pick up. I offered to wash it as quickly as possible but customer requested to pull the vehicle so he can get on the road. Customer asked to get shown how to use the keypad entry and ***** the service manager took him out to show him. 

  
  

  Customer response

  04/22/2024

   
  Complaint: 21599883
  
  24+ hours with the vehicle and you cannot make a DUPLICATE key for a 2022 Escalade.  Totally inept.  You STILL have not given me a price or time to complete, what a joke, you can only get that key from the dealer.  The keyless entry was crooked no matter how you look at it, nothing lined up with ANYTHING, YOUR COMPANY ADMITTED THAT and offered to fix it, however I did not have time, now your company is lying about it.  I fixed it myself and it looks proper now.  The car was not ready at 2 as requested, period, guess you guys will lie about that also.  
  
  Sincerely,
  
  *************************

  

  Business response

  04/23/2024

  With the process of programming the key it unfortunately does take longer than a couple of hours and we did have to order the fob.  We were trying to be upfront, so the customer would be aware. The keypad was installed on the vehicle per GM specs. We were told by the customer he was in a hurry and did not have time for the car wash. I would be glad to perform a free car wash if the customer is back in our area.  

  o

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I left a review on 12/16/2023 regarding the run around Ive received from Porsche Atlanta Perimeter in regards to fixing my cracked panoramic roof. The business commented on my review saying they have been trying to reach me, but since leaving my review, I have yet to hear from anyone at Porsche Atlanta Perimeter. This business has my name and other personal contact information from my purchase order and can easily reach me. Instead they leave inaccurate information in a comment and any personal details are blocked automatically by BBB.

  

  Business response

  04/12/2024

  This client purchased a used Porsche Taycan from ** in August 5 2023.  The vehicle had just under ****** miles at the time of delivery.
  
  The attached photo below was sent to her sales person on 09/14/2023.  Over a month after taking delivery of vehicle.
  
  She was advised that we are happy to review the damage but sunroof glass is very challenging to claim under manufacturer warranty and typically needs to be submitted to insurance .
  
  We tried to reach her for an appointment but she stopped communicating.  We presume she visited another dealer for repair as she was upset we could not cover repair.  No communication.
  
  Glass issues such as these are a result of outside influence.  Especially one with a central point such as this one that then spider webs out from a centralized point.

  Customer response

  04/15/2024

   
  Complaint: 21562815
  
  I am rejecting this response because: it was scripted to sound like the perfect reaction. Nothing of the sort took place. I provided a photo to my Sales Rep the day the roof cracked. Their response was immediately to point fingers as if I did something wrong on a $100k car... I was told I would need to contact my insurance company and that was the end of the discussion. Therefore, I went to the dealership without an appointment to get an honest opinion. The Service Rep had a difficult time even locating the crack, but once it was assessed, the Service Rep agreed with my concern - there was no impact **** anywhere. The Service Rep told me he would need to turn the problem over to Sales. Two weeks passed and the next time I heard from Sales, they were informing me that the parts for the roof tent (which I was interested in buying) were all in stock. THAT was the last time Porsche Atlanta Perimeter heard from me... the ball was still in their court after failing to communicate about the need for further inspection. Given the location of the meeting point of the crack lines (which span the entire roof in both directions), physics alone will confirm that nothing hit the roof from the outside of the vehicle! The only other glass chip is on the lower driver-side corner of the windshield (no spreading veins) and is approximately THREE times the size of the abrasion line that has now started to form due to the meeting point of the broken glass being unprepared for so long. So if Porsche wants to claim external factors caused damage that includes the roof rail anchor points and any use of Launch Control and its potential to put the vehicle passed tolerable torque loads. Furthermore, I've called around and asked all the questions I could think of regarding scenarios that would result in glass damage and NO ONE seems to believe that this glass break was caused by **************. I was told over and over again how structurally sound and/or capable the glass is and yet, I'm looking at a cracked roof. And to add to the level of dismissal I experienced from *** Ellis Porsche, there is more than enough evidence to support what I've laid out the crack is a result of strain/deformation, or otherwise torquing. Not to mention, I've purchased three cars from *** Ellis and it would have been an easy solution to just bring the vehicle in for inspection if they had addressed the situation with decorum from the beginning, but instead, they chose to lose a repeat customer. They never tried or communicated anything about the challenging nature of claiming the glass under warranty. Lastly, a quick ****** search for spider web crack and you see the crack from the picture provided is nothing of the sort; theres no star, no web, no point of impact. It resembles a pressure-loaded glass break.
  
  Sincerely,
  
  *************************

  

  Business response

  04/16/2024

  Thank you for the reply.

  We would be happy to have our Porsche ************** review the crack.  We will have ********************* reach out to set that appointment. 

  Of course, our goal is to serve you and all of our customers with honesty and integrity.  With this in mind we would be falling short of that commitment if we did not honestly communicate the very rare occasion that Porsche covers glass damage under warranty.  

  Thank you for your correspondence and we will reach out to discuss a time for you to visit.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To *** Ellis ******* on ********************: I am beyond frustrated. After my car was stolen a second time after you supposedly installed the anti theft software and I had to wait months for my appointment you continued to make me wait by telling me parts werent coming in and not answering my calls or texts and not giving me updates. Meanwhile I had to continue to rent a car and spend more money. Then when I get the list of everything my car needed to be repaired I did the minimum and was told it would be over 3000 dollars again. During this process you called me and told me that my car had water in the tank and you had no choice but to drain it and for this you added ******************* labor costs for that without even getting my approval. When the car is finally ready months later you tell me that my final bill is ***** dollars and thats without even fixing the glass in the back window that was busted out. When I get the car finally the door handle that was replaced is grey and not black and the check engine light is on. My car beeps as if the key is in the ignition every time the door is open, the gas level indicator isnt working and my car is making loud noises. I work extremely hard and am beyond frustrated. The fact that I couldnt pay 800 dollars for you to fix the glass so you left glass all over my car and didnt even have the courtesy to vacuum it up after spending almost ************************************* The grey door handle is just too much, I work nonstop and cant get ahead and cant get even get good service. I am not okay right now. Im tired and overwhelmed and will never get another ******* or deal with anything related to *** Ellis ever again.

  

  Business response

  04/01/2024

  We are currently working through resolution with the customer. The customer has agreed to allow us to replace the door handle that was not painted the correct color.

  Customer response

  04/01/2024

   
  Complaint: 21509531
  
  I am rejecting this response because: I have given them over a week now, have not been offered any type of discount or any apology or explanation from anyone but my customer service rep and no real explanation of the extra charges. The car still has other issues that have not been resolved and I cannot afford to spend any more time or money on even taking the car back to them. I would also like proof that they have installed anti theft device as they say they have even though the car was stolen since they did so I can show to insurance company to prove that it has been installed. 

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

  

  Business response

  04/03/2024

  We are happy to resolve the customer's concerns. The customer's corrected parts have been ordered and in stock. We are waiting on the customer to communicate back when they will return, so we can seek resolution. We have also requested the customer provide documents on items where they have to spend money on items after the visit, as we are happy to reimburse them. While I understand the customer's need to reject the situation, we really would love for the customer to let us know when they can return the vehicle to start that resolution process and reimburse on items where we may have missed something.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The dealer wants me to pay 3 times the price

  

  Business response

  04/05/2024

  The website is a catalog only we check each number for supersessions and accuracy per vehicle if a VIN is supplied. In this case, the number you tried to order is no longer available from VW/Audi. They have superseded the coil to a newer part number that should provide more reliable service. Unfortunately, the newer part number comes with a higher price.
  
  In this instance, we are going to send the three new coils to you free of charge. We hope that this corrects the problem. Your original purchase credit has been initiated and you should also receive that soon.

  Tracking number is 9405 5111 0550 0848 3775 11 and shows delivery on 04/01/2024.

  Customer response

  04/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** GLA was taken to ******** South to check tire pressure or replaced. Car was dropped off and a call was received by service rep stating that they had locked my engine and there was nothing wrong with the tire. They are unable to unlock the engine and was told to either pay for a new engine or get a new car. Replacement of engine or resolution was estimated be months. If engine is replaced, I would have to reset the whole vehicle and it could lead to computerized issues moving forward. A loaner was given until issue is resolved. I have warranty and inspection was done on Nov 1st where I was told the car was working fine and no issues noted. Car was purchased in 2022. Issue has not been resolved. My car is sitting in the driveway of the dealership and unable to be moved. I would like a replacement vehicle and the payments made prior to be added to the new vehicle and monthly payments continued at same amount moving forward.

  

  Business response

  02/08/2024

  The clients engine failed while in our possession for a flat tire concern.  The failure is in no way related to the repairs that were performed, after following the guidelines set forth by MBUSA we have narrowed down the cause of failure was a manufacturer defect.  We are working with the engineers at MBUSA to determine the best path forward and hope to have a resolution by 02/16/2024.  I have been in communication with the client and she is up to date on all of the details. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Audi Atlanta on 9/16/2023. I was told prior to coming to Atlanta that I would be provided with the car title if paying by cashiers check. They informed me on that day that they did not have anyone in accounting and that the title would be overnight-ed to me.On Monday, I was then told that I would have to wait 9 days to get the title. Now I am being told 10 days to get the title.I never signed anything that said that it would be 10 days to get the title. I would not have purchased the car if I had known that.I need this title by 9/29/2023

  

  Business response

  09/29/2023

  Titles are not provided to clients until payment has cleared and physically in our account. We continue to check daily for these funds and will release the title once the clients check clears.

  We have provide the client a copy of the title so he knows we have it in our possession. We are simply waiting for funds to clear. 

  Customer response

  09/29/2023

   
  Complaint: 20659749
  
  I am rejecting this response because:

  I was never told about a hold on funds until AFTER the purchase was completed.  I was told prior to purchasing that the title was in house and I would recieve it if I brought a cashiers check..  I would have never purchased if I was aware of a 10 day hold.

  Dealership was provided with proof that funds cleared their bank on 9/20.  A simple 5 mintue phone call to ***** fargo confirms this.  My banker did this while i was in her office.  I provided the informatikm to the business so they could check themselves. If they choose not to make the call, that is not my problem.

  i attached the information here if the BBB wants to verify the information themselves by making a 5 minute phone call.  This call will confirm payment cleared their bank on 9/20

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

  Customer response

  10/05/2023

  Please close the complaint.   They sent title today

  
  

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

  
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Audi in June of 2023. We were told by finance and our salesman that they only had one key fob and they would order a second key fob for us. When we did not receive our key after 60 days I began to call the dealership. Our salesman moved to a different store so each time we call we are told we need to speak to a different person who is usually unavailable. I did speak to ******** on 8/28/2023 and she said she would look into it and call us back. ******** never called back nor has anyone else we were told would call us back. We were told the general manager on duty would call us back, another general manager by the name of *** and someone by the name of ****.

  

  Business response

  09/27/2023

  Client is correct. We have been unresponsive in addressing her concern, and sincerely apologize for the poor customer service received.

  Second key has now been shipped to client, and a programming appointment has been made for her at the local ************ center.

  Customer response

  09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I negotiated to purchase a used car. The dealer refused to honor the deal. I have paid in full, and the dealer has kept $64,142.92, but have refused to deliver the car. They did refund $5000.00. We were supposed to close on 9.12.23.

  

  Business response

  09/14/2023

  We did honor the deal, but unfortunately, we needed to pull the trade out of the deal once we became aware that it was a lease. The leased *** can only be grounded at a *** dealership, and we offered to take it to a *** dealership for him and help him ground it, but he refused the offer and all other options we offered to keep the deal together except for his offer for us to give him the payoff funds for him to pay off the ***, which we do not do. 

  Customer response

  09/16/2023

   
  Complaint: 20600885
  
  I am rejecting this response because: it is false.  See below   
  

  We did honor the deal, but unfortunately, we needed to pull the trade out of the deal once we became aware that it was a lease.

  We honored, but did not honor - is an admission that the dealer did not honor.  The dealer admits the trade was part of the deal and that the dealer pulled the trade.  In addition, the dealer knew of the lease all along.  The credit manager (Kal) a floor manager (*******) and the salesman (****) asked me to provide login credentials so they could login to *** to secure and print the lease payoff information.  I provided the information and that is exactly what they did.

  The leased *** can only be grounded at a *** dealership, and we offered to take it to a *** dealership for him and help him ground it, but he refused the offer

  Actually, just the opposite.  After keeping me waiting for an extended period of time, the dealer informed  me that I would have to pay an additional $500 (later turned out they would have owed me the $500) and that I would have to go to a *** dealership, handle they payoff/surrender and then return with clean title (a weeks long process). 

   

  and all other options we offered to keep the deal together except for his offer for us to give him the payoff funds for him to pay off the ***, which we do not do. 
  

  There was no offer of other options which is why the dealer has not identified them.  In fact, I attempted with no success at all to provide alternative options such as a check swap, which the dealer refused, stating without explanation that we do not do that.  

  The dealers dishonest response is consistent with its refusal to take any responsibility at all.  As of now (4 days after the refusal to honor the deal) the dealer has yet to refund more than $64,000.00 that I paid for the car.  
  
  Sincerely,
  
  *********************

  

  Business response

  09/18/2023

  Again, we regret ************** feels he was not offered options or that we did not honor the deal. If ***** lease grounding restrictions were different, we would have gladly moved forward with taking the trade. The options provided to ************** were to move forward with the deal without the trade and keep all other aspects of the deal identical, and we would assist him getting his trade to *** to be grounded. ************** didn't like these options and refused them, but that doesn't mean he wasn't given the options. The only option he would agree to was for us to give him funds for the payoff instead of ***. The complaint stated the desired result was to be given a refund of his funds. On Friday, 9/15/23, ************** was given the tracking # for his refund that was being overnighted back to him, and on 12:08 PM on Friday, 9/15/2023, he replied by email and said thank you giving him the tracking #. The refund was delivered at 10:01 AM this morning, 9/18/2023, and signed for, so ************** has the refund. In addition to the refund, we also informed ************** that we apologized for the misunderstanding regarding his trade, and for our sales manager not catching that it was a lease sooner in the process, and we are sending ************** an additional check for $500 as a gesture of goodwill for the misunderstanding. Again, we apologize for the inconvenience, 

*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. ↩