Jim Ellis Buick GMC Atlanta

Quick and great service! Standard oil and filter change were done quickly and service was fully explained. Also, the staff was wearing masks and being conscious of distancing. Standard oil and filter change were done quickly and service was fully explained. Also, the staff was wearing masks and being conscious of distancing. I will be back. More

Poor Overall Experience I understand that COVID-19 has severely limited the way that business can be conducted, and I also understand that I am not this dealership's only cus I understand that COVID-19 has severely limited the way that business can be conducted, and I also understand that I am not this dealership's only customer. With that said, here are my thoughts on my overall experience with the dealership. Initially my experience was positive in the dealerships' ability to make a "sight-unseen" trade-in offer, and to make what I considered to be a fair offer for the new car I wanted to purchase. After the initial offer is when the service of the sales and finance teams began to become poor. I had to work around the Nicole's (salesperson) schedule to finalize the details of the offer and delivery timeline. Much of the time she was not at work due to limited hours of operation. Instead of passing me off to someone who was currently working that could answer questions or assist me, I was often told that she would address it with her supervisor the following day when she arrived to work. I would have to follow up with her more often than her getting back to me. Once I was finally able to get everything settled, I was given misleading information multiple times during the day of delivery once of when I could expect the vehicle to arrive. Once the delivery driver arrived, he told me that I needed to navigate through a stack of paperwork and sign it. This was troublesome because we were not familiar on how or what to sign certain documents, and the delivery driver was not familiar either. Once my wife and I signed all of the paperwork I asked if there was any copies for us. The delivery driver informed me that we would receive all of our documents of the sale in the mail. During inspection of the vehicle, I was able to identify that the driver's side tire had a large screw in the sidewall. the delivery driver called Adam (sales manager) who said that they could either take the car back and deliver it again with a new tire, or I could have the tire replaced and he would reimburse me in the form of a check. I chose to have the tire replaced locally since the delivery procedure was already a hassle. I took my vehicle to the local Buick dealership to have the tire replaced for a total of $241.31 out of my pocket. I sent a copy of the invoice and receipt to both Adam and Nicole, but never received confirmation. Over the course of the past 4 weeks since I accepted delivery of the car, I have still not received any paperwork for the vehicle sale nor any reimbursement for the tire that I had to replace. I have texted, e-mailed and called Nicole, Adam and Brady (finance) on several occasion to ask for assistance with resolving both of these matters. Nicole informed me that she is out of work for a week, but would send an e-mail to her supervisor. Adam informed me that he transferred stores and would e-mail someone to have it taken care of. When I reached back out to him the following day to see if there was any progress, he said that the finance manager was not at work, but would handle it when he came in the following day. I then reached out to Brady to confirm that he was tracking the issues that I was having. Brady replied that he would handle it first thing in the morning. I sent him a follow-up reply that following morning and still have not received a reply, the documents or the reimbursement check. I have made consistent efforts to stay in touch with all three people that were a part of the new vehicle sale. It has been 4 weeks, and I still do not have what I was promised. I also have no way of knowing if these issues are being resolved because none of these employees of the dealership follow up with me to let me know any statuses, so I am left in the dark to continuously call, text or e-mail them. I will be following up with BBB as well as legal counsel to address this issue further. Once again, I understand that COVID-19 has affected us all, and I am not the only customer for this dealership. It does not excuse a lack of communication and problem resolution. More