Jim Ellis Ford Sandy Springs - Service Center

Friendly professional service. Salesman was low pressure an knowledgeable. Service department very thorough. Everyone did what they were supposed to do. Salesman was low pressure an knowledgeable. Service department very thorough. Everyone did what they were supposed to do. More

David Attall is an amazing service provider. He is always so calm and considerate and makes the clients feel confident in your service. He is such a great asset to your company. He is always so calm and considerate and makes the clients feel confident in your service. He is such a great asset to your company. More

I brought my Ford Expedition in for 45k mile service. Brad Carter was my Service advisor and he was professional. He was very patient and not pushy. He clearly explained everything. He did offer other se Brad Carter was my Service advisor and he was professional. He was very patient and not pushy. He clearly explained everything. He did offer other services but when I declined, he respected my wishes and move right along. I like that! The courtesy driver was amazing as always. He is very friendly. I’ve been coming to this location for over a year and he is always the same! Both of these guys are true assets to your company. The mechanics always donut right the first time, Thanks to them too! Lastly, I love how my car is always returned to me CLEAN!! They wash the outside and vacuum the inside and even put some air freshener. This dealership gives that old school touch that I grew up with. I drive 38 miles and skip 3 Ford Dealers just to come here. I highly recommend! More

Great service very professional helpful would recommend to friends always a great experience would go back to friends always a great experience would go back More

Quality of staffing must be an issue. This is the second time I took it in for an oil change and barely made it home. In fact I didnt make it home the first time. Apparantlty when chan This is the second time I took it in for an oil change and barely made it home. In fact I didnt make it home the first time. Apparantlty when changing the air filter, dirt got inside and given the sensitivity of these engines, it causes the engine to shut down, like it is out of gas. And now, it is running rough and I need to take it back. More

Can't say enough about David Attal, our service advisor. He was on top of my required service and recall repair, and organized rides both ways so I didn't have to drive up, Uber back, then repeat on the pi He was on top of my required service and recall repair, and organized rides both ways so I didn't have to drive up, Uber back, then repeat on the pickup. He also knew exactly what the problem was with a bit of rust on the hood, and has set up an appointment to have that repaired next month. We have had not-so-good experiences at other Ford dealers, but really trust the folks at Jim Ellis. In fact, my wife just bought a new Hyundai from Jim Ellis Hyundai largely because of her excellent experience with that Jim Ellis Dealership. More

Hands down, the worst customer experience I've ever had with any business. Their dreadful communication and complete disrespect for my time has ensured I will never use this dealership ever again. My exper with any business. Their dreadful communication and complete disrespect for my time has ensured I will never use this dealership ever again. My experience was as follows: Called the dealership to let them know I was going to have my car towed there because it wouldn't start and I strongly suspected that it was a battery issue. They tell me they'll let the service department know. Three hours later I get a call from the dealership confusedly asking me why my car was there (not a big deal, but clearly foreshadowed the type of experience I was going to have). I explain the situation again and they tell me they'll look at it. Two days pass and I don't hear anything. I call them to ask what's going on. They say they're sorry and that they'll be sure to look at it in the next two days. Three days pass, I call them again, they tell me my service advisor, Martin, is out and that they'll look at it when he gets back. I ask them why they can't just test the battery, I get the run around and talk to people all over the dealership. Everyone I talk to agrees that this is ridiculous, but each person says it's someone else's responsibility to resolve it. Two days later I call them early in the morning and talk to the assistant service manager to confirm they'll be looking at my car that day. She ensures me they will. I call them that evening, no one has looked at my car and they say they will tomorrow. I call them the next morning to confirm they're looking at my car that day, because if not I'm towing it out of there. They finally look at my car and tell me it had a dead battery (if only someone had suggested that when the car was first dropped off) and that they'd recommend a TCM replacement before driving it. I ask how long it will take for a TCM replacement, they tell me it's impossible to give me an estimate. I ask if it's 3 weeks, 3 months? They stand firm and say it's impossible to give even the most general timeline. Fine, I understand supply chain stuff is crazy right now. Martin, the service advisor, gives me his personal number so I can contact him for updates. A week passes and I text him to ask whether Ford has given any estimate for shipping on my backorder part. I never hear anything back. Three days pass and I call the dealership. Everyone they connect me to goes to voicemail. I leave a message and never hear back. Two days later I walk to the dealership to figure out what's going on. I talk with Martin who continues to say no timeline estimate is possible. Repeatedly tells me that he can't get the part faster and doesn't seem to understand that I'm upset about the horrible service and communication, not the part. Tells me he'll talk to the parts director the next day and call me first thing in the morning to share what he finds out. I don't receive a call. I walk to the dealership that afternoon to get my car. When I get there Martin argues with me saying he tried to call me, but he got a woman's voicemail. They have my personal cell phone number so that doesn't make any sense and I check on the bill that they have my phone number correct and they do. Rather than admit he made a mistake he indignantly walks off and I pay for the battery replacement, take my car, and leave. I would strongly advise against ever using this dealership, but if you insist on using their services I would avoid Martin like the plague. More

Jason Lenoir was excellent as my service advisor on my recent April 2022 service visit. Personable, Knowledgeable, and professional. Five stars is not enough, Keep up the great work! recent April 2022 service visit. Personable, Knowledgeable, and professional. Five stars is not enough, Keep up the great work! More

So, let me tell you about my "Jim Ellis Experience". I own a 2008 Ford Fusion (I know, certainly not your target demographic for customer) that has 3 pending recalls. So, I scheduled an appointment via t own a 2008 Ford Fusion (I know, certainly not your target demographic for customer) that has 3 pending recalls. So, I scheduled an appointment via the online scheduling tool at Jim Ellis Ford in Sandy Springs (since that's close to my house). I put it out for a couple of weeks (to ensure that the necessary parts would be available), scheduled for evening drop-off on Thursday, for a 7:15am appointment. I figured that would give your service department all day Friday, and even some time on Saturday (although it shouldn't be necessary, given the scope of work) if necessary to effect repairs, so that I had my car back for Monday (knowing the service dept doesn't work on Sunday). At no point in time did anyone ever contact me to review my service appointment request prior to me dropping my car off, nor did anyone ever contact me to tell me how to go about doing a drop off. So, I wind up going over earlier than I planned, to make sure the department was still open and I could hand my keys to someone. I arrive and am greeted (as per that giant poster on the floor) warmly. And that is the very last time the entire service department experience met your proclaimed "Standards". The person that greeted me asked the nature of the visit, and I indicated I was there to drop off a vehicle, per the evening drop off service, for a 7:15am appt the next morning (Friday morning). I was asked who my Service Agent was (like I was supposed to know that, although I did eventually find the name on the confirmation of appt email I received that had absolutely no useful instructions in it at all), and eventually once that was determined I was told "he's with another customer but if you care to stand in that line right there he'll be with you momentarily". This is exactly why I scheduled a drop-off in the first place, so I could just hand my keys to someone and leave. After waiting about 10 minutes, Martin comes up, still helping another customer, but does ask me my name, and asks for the keys, and he said he'd take care of everything and call me at the phone number he asked me to provide with an update. And that is LITERALLY the last time I heard from him. I called back on Friday at 3pm just to find out the status, since no one told me anything, no one called me, and the estimated time for the two recall repairs per online research was about 5 hours. I was "transferred" to Martin, which resulted in nothing be being disconnected. I called back, and was transferred again, to voice mail. I left my name, the nature of my call, and my phone number, just wanting to get an update, since no one had ever, at any time, given me any indication of how long my car would be held captive by Jim Ellis Ford. And, you guessed it, no call back at all on Friday. So, today, I got up and drove up to the dealership service department, hoping against all hope that I would get a better response this time. I was again greeted warmly by someone who could not help me other than to say "Marty isn't in today, but maybe if you wait over there another Service Agent can help you". ARE YOU FREAKING SERIOUS?!?!?!?! It's 2021. Every single iota of information regarding any business transaction anywhere is carefully cataloged in a computer system. I work for IBM, and I can tell you the entire service history of every client and every service engagement down to the exact time that they contacted IBM about service, every single entity that every engaged on that service, every action they took on that service, every different service agent that ever engaged on that service, every escalation that occurred during that service, and every time anyone engaged with the client about that service. Yet, Jim Ellis Ford's service department couldn't look that up, and I had to talk to a Service Agent. Okay, sure, I'll wait. Well, about 10 minutes later, a very nice Service Agent came to help me. And here is the entirety of the help he could provide: 1- He could tell me that they had my car. Well, no xxxx. 2- He could tell me that one of the techs had checked out the ticket. Um, I should hope so. 3- He could tell me that said tech was not working today. Well, that's stupid unhelpful. 4- He could tell me that the repairs themselves should only take a few hours. So, that perfectly aligns with what the internet said. 5- He could tell me that even then, standard easy service is a 2-3 day turn around. What the actual F????? Are you serious???? A "few hour repair" takes 2-3 days to turn around???? 6- He could tell me that they are understaffed, and that was causing delays, and that they couldn't even take walk-in service any longer due to the backup. Okay, sure, that's understandable. Everyone is having staffing issues, especially those companies that don't want to pay competitively. But, whatever. What he could not tell me was if my car had even been started with the repairs, or if it would get done on Monday, or really anything of any real use. So, to be clear, at no point in time did anyone from Jim Ellis Ford ever reach out to me to explain that a "several hour" service would be a minimum of 2-3 days to turn around. No one at Jim Ellis Ford ever talked to me at all about the repairs or service request (although the nice Service Agent I talked to today said that absolutely should have happened). Even when I dropped the car off, no one indicated that Jim Ellis Ford would be holding my car hostage for 2-3 days (and over a weekend, including a Sunday when you aren't even open) meaning I would be without my car from Thursday evening until **HOPEFULLY** Monday evening. And, more importantly, apparently no one in your entire company can actually tell me with any certainty when I might get my car back because your computer system apparently is so poorly designed that only the one Service Agent that I handed my keys to is able to access it and get all this data. With actual up-front communication about the fact that I would be without my car for at least 4 days, I could have taken other steps. I could have made different arrangements, planned differently, something. But, there was none of that. No communication at all, until I was standing there this morning, pretty much pissed off that I had to leave my house a second time just to get the common courtesy of some communication. Fortunately, there is an entire internet out there with lots and lots of places to tell this story to, so that others can know to avoid causing your service department any further issues by taking their business elsewhere. Update: After being told on Saturday by the Service Agent I spoke to that he would ensure I got a call first thing Monday Morning with an updated status by my Service Agent, that, of course, did not happen. Instead, I called around 11:30am, and actually got my designated Service Agent (you know, the one that has not contacted me at all the entire time, even when I left a detailed voicemail on Friday indicating I desired information). I was then informed that they had not even *STARTED* on my car (even though a tech checked out the ticket on Friday morning) and that it would likely be Wednesday or Thursday before they would be able to get the work done. So, after no one telling me this wasn't a one-day repair activity, or that they were backed up, or even responding to my call, and forcing me to go onsite again to talk to someone who can't really tell me anything, I'm told it'll be a few more days as if that's something I should have expected and understood. For recall repair work, mind you, that should only take a few hours to complete that I scheduled weeks in advance to ensure that the Service Department could have any required recall parts onsite to effect the repair. More