Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***************************************************************** Jim Ellis' shop for over a month. There is no guarantee that I will ever get my car back. I believe the dealership should either provide a loaner of the same model during the time my car is in their shop or buy back my vehicle and replace with equal value. Currently, I am paying for a 2023 ***** and they have me in a loaner for a Tiguan. This would be okay if temporary but at this point, it is indefinite.

  

  Business response

  11/27/2024

  Part was on backorder.  Part arrived for the vehicle today 11/27/24.  We should have the vehicle repaired by 12/2/2024.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased, from what I was told a 2017 certified pre used *********** from Jim Ellis on the 8th of August. The car drove just fine with no problems. I drove the vehicle exactly 120 miles and 6 days later on the 14th my epc light came on and also noticed an obsessive amount of oil on the under side of my new car. The Jim Ellis in ****** took it in and looked at it for me and informed their is no oil leak but I had to take it to the dealership in ******** where it came from so they can figure out the epc problem. I left work at 12:00 and was at ******** facility from 2:55 to 7:00. I was told after a three hour diagnostics that this vehicle I just got; that should have been thoroughly inspected before leaving. That it needs an entire new turbo assembly replacement and that it will be over $5000 and will have to come out of my pocket. Im extremely disappointed with how Jim Ellis is handling me as a customer and every time I speak to someone they can not give me a clear answer or even help. This damage should be taken care of by Jim Ellis but they expect me to pay out of pocket of $5000 for a vehicle I only have had for 6 days and only driven it 120 miles. This is outrageous.

  

  Business response

  08/20/2024

  We have spoken with the customer and agreed to purchase the vehicle back from the customer.  

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against the Jim Ellis dealership Audi of Marietta. I bought a new 2024 Audi RS6 from Audi of Marietta in December 2023. I live in ********. Therefore, at the time of purchase, I owe sales tax to the state of ******** related to the purchase. Audi of Marietta would not let me complete the purchase without their collecting the sales tax from me, which they said they would then use to pay the state of ********. I complained about this at the time - I wanted to pay the Illinois sales tax myself. But, they insisted. Subsequent to completing the purchase, the state of Illinois has assessed a penalty to me for failing to pay the sales tax on the car in a timely fashion. This penalty is the fault of Audi of Marietta, but they have refused so far to reimburse me for this penalty. Audi of Marietta owes me payment of this penalty.

  

  Business response

  05/28/2024

  We have been in contact with ********** and have reached an amicable agreement. 

  Thank You

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved Volvo EX90 via volvo.com with Volvo car of Georgia which was suppose to be fully refundable. Car has hit multiple delays and Volvo has not been upfront on when the car is expected to release. I decided to cancel my reservation because of this delays and contacted Volvo car of Georgia by phone on March 29th. The operator informed me to contact **** via email to request cancellation and I have since sent him three emails without any response.I have contacted Volvo ************* for help but they only provided case number and disappeared,I want my money back!

  

  Business response

  04/23/2024

  ***********************, 

  We do sincerely apologize for the delay in processing your cancellation. I confirmed that your Volvo EX90 pre order has been cancelled and you should expect a refund in the next 5 - 10 business days. Since orders are through Volvo on a different platform than a traditional order, the process is slightly different when cancelling, which takes little bit longer, so we appreciate your patience on this.  If you do not see the refund in the next 5 - 10 business days, please reach back out to us so we can follow up on it. 

  Thank you.

  ***************************;

  GM Volvo Cars of Marietta 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration and disappointment regarding the persistent power loss issue I have been experiencing with my 2018 ******************* Since purchasing the vehicle, I have encountered repeated instances where the car loses power abruptly, resulting in an inability to accelerate properly.Despite investing significant resources and time into resolving this issue, including replacing various parts at a cost exceeding $7000, the problem persists. This ongoing issue not only compromises the safety of myself and other road users but also undermines the performance and reliability expected from a vehicle of this caliber.I have consulted with multiple mechanics and specialists, and all efforts to rectify the problem have proven futile. It is evident that there is a fundamental flaw within the vehicle's design or manufacturing, which necessitates urgent attention and resolution.As a loyal customer, I expect Alfa ***** to stand by its products and provide a satisfactory solution to this recurring issue. I urge you to thoroughly investigate the root cause of this problem and take appropriate measures to rectify it promptly. Whether through repairs, replacements, or refunds, I am hopeful that Alfa ***** will demonstrate its commitment to customer satisfaction and address this matter with the utmost urgency.

  

  Business response

  03/11/2024

  Based on our service records, the vehicle was due the next service and the customer stated the check engine light was displayed on the instrument panel.  When we saw the vehicle, the current mileage was 114,987.  Our Alfa Romeo Technician scanned the vehicle and found multiple misfire codes stored in the ECM.  The Technician discovered the spark plugs were worn and needed to be replaced.  In addition to the misfire faults, the battery state of charge was at 14%.  The Technician charges the battery to full charge, but the battery would not hold that charge.  Our recommendation was to replace the spark plugs and replace the battery.  In addition to those items, we suggested that he complete the next service due and replace the rear brakes, which were at 1% front and rear.  During that service visit, we completed an oil change, the spark plugs were replaced, the air filter was replaced, cabin filter was replaced, the battery was replaced, a brake fluid exchange was done, and we replaced the front & rear brakes. The client picked up the vehicle on February 19, 2024.
  
  One week later, the client called to make an appointment because the throttle light was displayed on the dash.  We scheduled the client for February 26, 2024.  The mileage at that time was 115,894.  During that visit, we found a fault, which the Technician determined was the turbocharger.  The turbocharger had failed once, as there were faults for a specific day & time.  We did not charge the client for this visit and nothing further was done to the vehicle.  The customer picked up the vehicle on the next day.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to a **** (I believe) many weeks ago about several service issues associated with an Audi car I leased from this mega company in June 2023. She seemed concerned and indicated she was taking notes. She promised to follow up. She also said others within the company would be contacting me. Some two months later, I've received no contact from anyone. Her concern was disingenuous and insincere, it seems. Many record and some billing mistakes have been made by the dealership and leasing company. The way this company has handled the lease has been miserable and questionable. The worst of the worst in an industry riddled with troubling practices. Customers are ignored and bullied.

  

  Business response

  02/06/2024

  The stores staff (Sales up through, Admin, Sales Manager, and ultimately General Manager) has provided ongoing communication with this client since last summer. We have addressed and re-addressed concern and after concern, but never to the complete satisfaction of the client. We have gone as far as sending sales technologist, an Audi Certified technician, and instructional videos from the General Manager to clarify the operation of the ********* light, and yet this client remains dissatisfied.Further communication has proven futile. 

  Customer response

  02/06/2024

   
  Complaint: 21219797
  
  I am rejecting this response because: **** of Jim Ellis corporate office did not follow up in any way as promised.  This response is essentially bullying to me vs. helpful.   She said she would call me back after my initial call to her months ago, and she didn't.  Ignoring loyal customers isn't good policy and acceptable.  She said the corporate person that oversees Jim Ellis Audi would contact me, and he didn't.   She promised this to me categorically.   The issues involve how my payment system was set up and not being processed correctly.  How I am not receiving invoices despite multiple attempts.  How a payment was never processed but debited from my bank ages ago.  Audi leasing promised to resolve them but they haven't, so Jim Ellis as my sales office needs to assist.  They need to understand that their job doesn't stop at the time any customer picks up a car.  It's an ongoing relationship, after all.  Since Jim Ellis was the point of sale, and because **** said this part of the transaction would be investigated, I am rejecting this reply.  This does not involve a service call on the car alone.  It involves billing issues and processing.  It also involves contact from the dealership for issues involving another car.  They are confused.  I recently received text about an inspection of someone else's car.  When I tried twice to learn what was going on, Jim Ellis Audi did not reply.  My car is also wrongly assigned online to another buyer of Audi ***/*******.  I've asked that this issue, and privacy concerns associated with it, be corrected for months by Jim Ellis Audi and later **** at the corporate office.  No assistance and no follow up to date.   Kindly stop blaming and bullying the customer and assist.   They simply don't understand this point, and the Ellis corporate office has turned their back snickering and attacking me personally.  It is not able profit and greed but care for a customer who walked in only wanting decent service and professionalism.  This is the worst experience of my decades of car ownership/leasing.  Subpar at every level involving Audi.  Why won't the Ellis Family embrace this and call me to have a conversation of the issues?   I asked for a call in this complaint, and even this point was ignored.  *****, again, I reject this insufficient and meaningless reply.  It is troubling.  I continue to wait for a call from the corporate office and a member of the Ellis Family: ************ 
  
  Sincerely,
  
  ***********************

  

  Business response

  02/13/2024

  We regret that the client rejects the response and all the prior responses provided. We have given our best faith effort to resolve the clients concerns but have to no avail. The issues brought forth here have addressed and re-addressed. We have no additional response to offer.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle **** Audi RS5 sportback at Jim Ellis Audi of Marietta on 11/30/2023. I had a trade-in of my 2021 Audi Q3 where the dealer will be paying off the remaining balance of $11,112.31. However the dealer deducted me $11,488 saying this was the 10-day payoff balance. The dealership said "Youll get a refund if there is an overage", which math shows that there is an overage.As of today Jan 8, **** I still have not received the overage back. I've emailed many times and have not received any response.Please help in getting this resolved.Thank you Hsiang Yeu

  

  Business response

  01/16/2024

  We have reached out to the client and resolved the issue. 

  ************************* - General Manager

  Customer response

  01/18/2024

   
  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,
  
  Hsiang Yeu

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for the *** Ellis Mazda location on **********************************, which doesn't allow complaints. On 4/7/23, I bought a used, certified, CX-5 Touring from ***** that had ****** miles on it. During the test drive, I noticed a sticky residue on the interior, but was told they would detail the car. The diagnostic port was also missing the cover. They're supposed to do a multi-point inspection, but I'm now certain that is a lie or they cut corners. Once we were done, I got in the car after it was "detailed"; the same residue was there and the cover to the diagnostic port was still missing. It took them weeks to get a new one (see images). As soon as I got on the highway, I noticed the wheel making a weird sound and took it to ******** Mazda. They said a wheel bearing was broken, so I had to return to *** Ellis to get it fixed. For the crappy detailing, ***** said if I bring my car early, they can do a deep detail. When I got there, it needed to stay overnight. I didn't have a ride home, nor did they have a loaner, so I cleaned myself using 90% rubbing alcohol. I started to find scratches when the buff job wore off. I had the oil changed last month and was informed that I need a new throttle body PLUS front and rear brakes! The throttle body is covered, but brakes aren't. When I bought it, I was told it had new ones. The financial counselor told me that all brakes are checked to be at 75% or higher when the car is sold as certified and insinuated I was braking hard. I've only driven the car for 10k miles! It's insulting to someone's intelligence to say that the brakes were at 75% at 22k miles, but now need to be replaced after 10k of driving, as if 30K isn't the average lifespan of brakes. Now, I'm looking at a $600 job that they refuse to take accountability for because they didn't check everything and put the car up for sale before it was in proper condition. If they did, they would have found the broken wheel bearing, the missing port cover and actually cleaned it.

  

  Business response

  11/29/2023

  ******************* ,

  I have reviewed your complaint. I want to apologize that the vehicle's cleanliness didn't meet your standard back in April when you took delivery of it. In regard to the brakes, I'm not sure who told you that you needed them since you haven't been in our dealership since May. The certified inspection form that you signed is attached. It clearly shows the brakes were at 6 mm, not new or 75%. I don't know where they are at now since you didn't bring it here and it hasn't been here in over 10K miles. ** you have a copy of the inspection form the other dealer did when you were there in October? I see you have a scheduled appointment for December 7th at our dealership. Please call me at ************ to discuss this situation.

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

  General Manager

  ********************************** 

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Plug in Hybrid XC90 still under warranty purchased from this family of dealers (*** Ellis). The battery fails to hold the stated or prior range. After a scheduled service appt 8/19 This dealer NEVER drove and never properly tested the battery. The car has a driving journal app, and it shows as of 9/30 the car was never driven at the dealer yet the dealer claims driving is how they now test the batteries. They lied and claimed they had tested the battery when they never did. Once I showed them the driving journal app they tried to backtrack by lying more. With *****, the service manager in the car, we drove the car and only achieved 8 miles range. He later drove the vehicle alone with no lights and no climate running to artificially inflate the range but could refused to drive the car with me to show me how he got a higher range. The dealer also tried to sell me an unnecessary $3000 repair for a noice issue when turning / driving. They have NEVER driven the car to find or reproduce the noise issue when ***** called to tell me it needed a $3000 "bracket" How could they know this is what it needed when they never drove the car. They sell unnecessary repairs, and lie about fixing things. The car was in the shop for 2 months. If nothing was wrong with it, why did it take them 2 months to tell me this. Some cosmetic work was electively done while the vehicle was there but I made it clear in a letter and in person with my appt 8/19 that my main concern was the battery and the failing / diminished range. I have gotten the run around despite the objective evidence of the driving journal showing they never drove the vehicle for 41 days while it was on their lot. In total the car was there almost 2 months and the issues are still not resolved. ***** the service manager is complicit in the mismanagement, and having known *** Ellis before he passed, I am saddened and disappointed about how his business is being run.

  

  Business response

  10/19/2023

  Volvo Marietta management has discussed all current concerns with ************, and have scheduled for the vehicle to be brought back into our Volvo *************** dealership within the next few days. We will work to satisfy all concerns related to the previous repairs performed. 

  Thank you 

  ***************************;

  Executive General Manager Volvo Cars *************** and Marietta 

   

  Customer response

  10/19/2023

   
  Better Business Bureau:

   

  I appreciate your help. I had waited two months to speak with a manager and was getting the runaround. Even opening a case with Volvo corporate, no one was listening. Within 24 hours of opening a case, the manager reached out to me personally and has expressed his genuine desire, and willingness to fix the issues that have been ignored.

  While I am still concerned that no one was listening until I opened this issue with you, they seem to be listening now.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************, MD

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thursday, May 25, I contacted Volvo Marietta to purchase a Black/Black Volvo XC90 recharge. We agreed on a price and were ready to purchase. The worksheet was sent via text. Immediately after sending the worksheet, the first deception was to share that they would not accept a business check. As they "checked with management," we waited. An hour later the salesman called and said "someone else is driving the car" and that "they now have priority". We were obviously upset. He said not to send anything back until he heard back later that day or early the next (Friday, May 26). In the meantime, he tried to switch the deal to another vehicle (Silver/Gray, Salesman didn't share MSRP), which we already said we were not interested in several times. The next day (Friday, May 26), the car was still listed for sale in the middle of the day so I called the salesman and received no response or call back. I called the dealership and requested to speak to a different salesman who checked and confirmed that the car was still for sale. When I shared the pricing document we received from the other dealer, he said he would check with management. About an hour later, he called me back and said "how did you get this price?" and then shared that the management of the dealership were unwilling to sell the vehicle at the price they'd agreed to in writing. He said that they now had "someone looking at the car" a few days later and that they'd consider selling the car if that person did not buy it. The following day, the sales manager emailed me to ask what the situation was all about and asked if we could provide him some details. After five days of emailing and calling (response is always "he's with a customer and he can't call back because we can't predict his day"), we finally received a response after alerting the salesman that we were contacting BBB. He denied lying, offering a bait and switch, and said he'd been "looking for another car for us" yet never contacted us.

  

  Business response

  05/31/2023

  On 5/25/23 ******************** inquired with Volvo Marietta to get some pricing on a Volvo XC90 Recharge. We responded to this request and sent over a link of XC90 Recharge models displayed on our website. Our sales team member communicated with ******************** about interior and exterior options.  While exploring options, ******************** was open to a Blue or Black exterior and preferred a black or Brown interior.  Our team member then shared an XC90 (the vehicle) with ******************** that was at our other Volvo location. *** Ellis Volvo Cars *************** and Marietta have all new vehicle inventory displayed on both websites so customers can veiw all options.  The vehicle images display where the vehicle is located at.  ************************** response to our team member was "This combo is nice. I can consider, however some of the options are not important to **. Particularly the speakers, grocery bag holder etc." What kind of pricing (less tax) can you offer for it?"   Our team member then presented numbers to the client.  There was some communication as to how the client was planning to pay for the vehicle and we disclosed to the client that we would need a Certified check for funds if paying cash. The client then responded with Hmm well that would be a dealbreaker for me. Our team member then said he will check and to give him a few minutes. During this time, our team member checked with management at Volvo Marietta.  ************** team at Marietta reached out to our other Volvo store Volvo Cars *************** to let them know they have the vehicle sold. Unfortunately, the Volvo Cars *************** team had already had another customer place a deposit on the vehicle on 5/23/23 (2 days prior to ************************ inquiry) with plans to pick the vehicle up by5/31/23 (end of the month).  Our team member called ******************** and explained this to him, also letting the client know that if the other client does not complete the purchase, then ******************** would be able to purchase the vehicle. Our team member did also send over an additional option to consider. ************************ response was " Sorry, not interested in the silver, keep me posted on our deal.  The client then reached out directly to the Volvo *************** location and another team member explained to the client that there was already a pending appointment on the vehicle and the client would be able to purchase the vehicle if it became available again.  

  The vehicle was picked up this morning by the client who secured the vehicle prior to ************************ inquiry.  We unfortunately hate to see this happen; however, we certainly honor the same % of savings and available rebates on another vehicle in stock. I have since left the client two voicemails since discovering there was an issue, but we have had no response from ******************** at this point.  If ******************** would like to reach to me directly to review options. 

  Thank you

  ***************************;

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

*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. ↩