My experience at Jim Ellis' service department was awful. I took my 2003 Jetta in for a flashing engine light, which my manual says is a catalytic converter problem. I am still under an extended bumper to bumper warranty. Jim Ellis' service reps told me it was worn spark plugs, and that they weren't covered under the warranty. When I explained that the spark plug problem seemed odd, since the problem came on all of the sudden, he insisted that that was the problem. When I asked if he would waive the diagnostic fee (which I've never had to pay before in the five times my lousy car has been in the shop) because of all of the problems I have had with the car and to keep me coming back, he stated that Mr. Ellis was only interested in making a profit. When I asked to speak with his supervisor, he said that he'd been working there 6 years and knew what he was doing, and that his supervisor would only say the same thing. I had to ask 3 times to speak with his boss. When I suggested he was being rude, he said "If you consider matter-of-fact rude, then I guess so." His supervisor was no better--she only rationalized his behavior and said that I must have a personality conflict with him, that she could set me up next time with someone else.
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