Upper Saddle River Audi - Service Center

The MVP Award goes to Javier Hernandez, who knows the Q5 technology like the back of his hand and is courteous, friendly and patient when explaining it all to a new Audi owner like me. A positive buying exp technology like the back of his hand and is courteous, friendly and patient when explaining it all to a new Audi owner like me. A positive buying experience is good, but a customer's experience can turn sour quickly if overwhelmed or frustrated by the unfamiliar technology features or incomplete explanations at the date of sale. All dealerships need a Javier on their team! More

I accompanied my daughter to Jack Daniels in Upper Saddle River, NJ to have her 2013 Audi repaired. Jack Stewart was AMAZING. We spoke to him prior to our appointment and was told the parts had to be order River, NJ to have her 2013 Audi repaired. Jack Stewart was AMAZING. We spoke to him prior to our appointment and was told the parts had to be ordered. They arrived as expected and when we arrived he treated us as if we were his only customer. The Service Department is amazing. When they finished with the car, they called my daughter via a live video where the service technician told us exactly what he did. He left no questions unanswered! All in all, JD is the place to go - A Very Appreciative Customer. More

Absolutely amazing as always! Made a quick call with Miss T at Front Desk, she got the Service Dept ASAP for an appointment for change on a flat/damaged tire with Dani, in Servic Made a quick call with Miss T at Front Desk, she got the Service Dept ASAP for an appointment for change on a flat/damaged tire with Dani, in Service. Giovanni helped with the process all the while I was there. He kept constant updates with me on how the car is being managed and how long it will take. Knowing my kids and I outgrew the current A4, I lease with Audi Jack Daniels Upper Saddle River, I gave it a try to browse a bigger car with them. Adam Z in Finance, (super cool guy!) with whom I worked last time to lease my current car, introduced me to Anna Aslanian in Sales and Carlos in Finance. They all worked with me on the best car option and the best monthly lease rate. The entire team just made my day! I drove in to change the spare tire with a new one (NYC - fix the potholes on GWB please!) and I drive out of the dealership with a 2022 Q5! Again, absolutely friendly and courteous, seamless service as always! Thank you Anna, Adam, Carlos, Miss T, Giovanni, Dani and everyone involved! Now I have the new Q5 for a week already and can't wait to drive it out a 2nd weekend in a row Upstate NY! The car runs smooth, we all feel safe in it, I'm very happy to stay with Audi and always feels like home when I drop by the Jack Daniels Upper Saddle River Dealrship! THANK YOU All :) <3 <3 <3 Gigi More

THEFT FROM VEHICLE! The temperature sensor on my 2021 q5 hybrid failed when I was about 7 miles from this dealer. The service advisor I dealt w/Samantha was great even though the part would take 10 days to hybrid failed when I was about 7 miles from this dealer. The service advisor I dealt w/Samantha was great even though the part would take 10 days to arrive and there was no loaner for a week, she booked it for me for the next week. Unfortunately, they ended up keeping my car for 3 weeks (not her fault). BUT when I got my car home, two brand new expensive bathroom fixtures were missing from my trunk. I called twice and a service advisor apologized and said they would call me back they did not. After a third call I was said the GM would call me back. Finally the service manager, Blanca Simpson called me to say this was the first she was hearing of it, and that this does not happen at their dealership. I said it happened to me and she said she had checked the video and found nothing. I asked if she had checked 3 weeks worth of video and she proceeded to repeat over and over that 'this does not happen at our dealership'. It was a useless, unprofessional attempt to cover themselves for something that is inexcusable. More

Took three visits just to do a simple oil change. First time they underfilled it. Second time they overfilled it. Really? Three visits to change your oil? time they underfilled it. Second time they overfilled it. Really? Three visits to change your oil? More

Terrible customer service, can’t get a call back from a manager. They treat you like your inadequate when your telling them a problem with your car. Rude Service Department employees. They are only nice to manager. They treat you like your inadequate when your telling them a problem with your car. Rude Service Department employees. They are only nice to you when they want you to lease a car but once you sign the papers, your forgotten. I haven’t even had my car for a full year and had to bring it in twice. The manager speaks of all the “free” stuff he gives daily but when I had a problem he goes into saying “We are a business, we can’t give things away free because you want it” when I had stated my new 2020 has had problems and good customer service would be appreciated since the cars not even a year old. Then any other time (with my first Audi and now this one) I’ve brought it for service, NO ONE comes out to look at my car in the waiting garage. However, on my service today I get 3 workers to inspect a mirror issue? Makes no sense and then for them to tell me it works. Speaking to me as if I appear to be the idiot even when I tested them out 20 min before coming to them. Then they go into opening other Audi cars (not even the same model) in telling me this button is like yours and check this car, this one has this feature. In all the years I’ve had Audi’s, now going on 4, I’ve never had Service come out to A) check my car without bringing it in on their own and B) try to make a point when I brought up my issue by using other cars. I can’t wait for the lease to end and I’ll be FREE from this terrible location. They think who they are because they represent a luxury brand. Not every car is luxurious yet the price is still a lot. They think they do you a favor by comparing you to their previous “sale” so you think you have a good deal. But my money is on luxurious customer service and they DON’T provide that and I expect luxury customer service. More

We love Matt! We came in to service our 2014 A4, but she needed a bit more work than anticipated. Before you know it, we were driving away in her younger sister. needed a bit more work than anticipated. Before you know it, we were driving away in her younger sister. More

Hurts to report this just a month to the day I picked up my Audi and a 1st time Audi owner, this dealership went from a 5 star down to a 0-1 star yesterday 11/27/2020. I guess it’s true after the Sale they my Audi and a 1st time Audi owner, this dealership went from a 5 star down to a 0-1 star yesterday 11/27/2020. I guess it’s true after the Sale they don’t care. In this case they should be to the fact the service department did not inspect the vehicle when it was returned on lease. I requested the badly damaged bumper fixed, was told they would reduce the price so I can have it fixed, Really ?? Then they decided to fix it. I had to take my car to get gassed up when I picked it up and then the shade was missing in the trunk. A few weeks later the engine coolant light came on in the vehicle. When I went to look the coolant tank was empty. I had to return the vehicle on 11/16/2020 and was without the car until 11/24/2020. Found engine coolant leak, faulty thermostat and heater core that needed replacement. It was all covered under warranty thank God, but something that should have been recognized before putting on the lot for sale. THEN just a few days later 11/27/2020 I go to transfer my plates over to the car the dealer plate would not come off, the license plate holder was broke. When I contacted the dealership they said it’s Black Friday and are not available to speak. I was texted by my Sales Person Ariel that Ken said the plate was replaced and new and was noted on my paperwork. The license plate frame was not new and took it for a second opinion and concurred the license plate frame was not new. I wasn’t making this sh** up. I should not have to fix things on my own especially an Audi and from a dealership that has been in business for 50 years. My suggestion to anyone purchasing preowned from this dealer ask for reports and check lists. Mine was missed and was stressed, aggravated for a month when getting a new vehicle its supposed to be a great experience not going back and forth to your dealership. I never had an experience like this and would greatly consider my choice again to return to Jack Daniels to purchase in the future :( Dissatisfied New Audi Owner More

Very happy with service department. Staff extremely professional and courteous. Even with Covid 19 pandemic in progress, loaner car is provided (unlike other dealers nearby). Audi and Jack Daniels pr professional and courteous. Even with Covid 19 pandemic in progress, loaner car is provided (unlike other dealers nearby). Audi and Jack Daniels provides the luxury experience you expect!! More