Jim Ellis Kia of Kennesaw - Service Center

Diana was great from inception to the last with her customer service and keeping me informed customer service and keeping me informed More

Fast and well informed service advisor! Thank you for all the assistance. Great work. Will be back for additional service and tires as needed. Thank you for all the assistance. Great work. Will be back for additional service and tires as needed. More

Cost to repair front brakes was overpriced by 200%. front brakes do not cost $347 front brakes do not cost $347 More

I had an airbag sensor red light on my dash go off. Took it in and the service tech Phil Joyce said he would need my car for 3 days to complete eval and get it fixed. I asked because I use my car for w Took it in and the service tech Phil Joyce said he would need my car for 3 days to complete eval and get it fixed. I asked because I use my car for work, for that amount of time do they provide rental assistance. He said roughly 10% through Enterprise but only if the part is covered by warranty. He explained I could get it back after reporting it if it is covered. Well I couldn't really take the chance...so I arranged with my wife and others for carpooling etc. I took my car in Thursday morning. So they could have it for the 3 days needed. I was told by Phil after he gave me his card that they would call for updates or changes, as well as if I had any questions to do the same. On Saturday since not hearing anything from Phil...I called to check on the status of my car. All the numbers on the contact card were either no answer or forever busy. So I called the dealership directly, and tried to get through the service department that way since Phil would not respond like instructed. After calling three times and being transfered to the service department with no one answering at all...I left voice-mail expressing my concern about my car and how the repair was going with call back number, contact info, and requesr for call back as soon as possible. No call back occurred. So on Monday, since not hearing anything from Phil or anyone else over the weekend in the service department, I went in assuming all was done and ready for pickup as informed on day of drop off. When checking out with Phil who had the 160 dollar fee paperwork for the dash test in hand, I asked him what ended up being the cause for the light malfunction. He said he didn't know.. I was upset and asked how he didn't know. He said no one had checked on my car yet to find out and that I was 5th in line today "Monday" to be seen. I was like wait a minute you had my car for 3 days and no person looked at it yet. I was so upset at this. I said you were just going to have me walk out of here with the charge and have me come back another date for this same type of service. He said he was sorry, but the service department was behind. I said well you never called to give the update like you said. I called you on the weekend and the service department and no one called back. He said he was off and did not know why no one did not answer or call back. I was so mad by this point. Because it was bad service and worse no communication. I asked him then, how long will it take to get it looked at and estimates on time for repair. He said he "hopes" to get it looked at today for the dash readout and he had no idea about the actual repair time. So I said when we're you going to tell me this if I had not come into the shop today. Better yet, you don't even know how long you will need my vehicle even after the 3 days you already had it. I said it was hard enough arranging carpool etc. for 3 days, let alone for another undisclosed time frame. I asked again about the rental service since in my book they had already messed up and Phil basically said the sane thing as before. I then said that through all this talk, and passive aggressive comments...it basically "you as the owner need to deal with it attitude". I explained I have been coming to Jim Ellis Kia since I moved to Kennesaw in 2016 and have been a loyal customer for all my cars services (Kia Sorento). At this point I asked to speak with the manager. He said he would let David (Mgt) know. It should take 5 minutes. He asked for me to wait in lobby area. Had to let my carpool ride know and they said they only had 30 minutes to wait. I thanked them for working with through this.... So 15 minutes later after nothing from the manager and speaking to another upset customer in the lobby area...I when to check with Phil again. He said the manager was no in a meeting and he hoped he would be out soon. I waited another 5 minutes and finally told Phil to call me on my cell and that my rude could not wait any longer, so I had to leave. He said he would. I get a call 30-45 mins later from the service department manager David leaving me a message do to me being at work and unable to answer at the time. I tried calling on a 10 minute break but ended up playing phone tag with the mgt. Left a long voice-mail expressing my concerns about my visit and service at Jim Ellis Kia. I get a call later in the day from Phil via voice-mail saying that they were able to get my car finally looked at and that it was a sensor malfunction and the part would take possible weeks to get in, that to come and pick up my car in the meantime and once the part comes in to reschedule for service at that time. So I tried later that day around 4 to reach the dealership to arrange for a pickup to get my car either through Lyft or Uber since I didn't have the means to get it. I played another round of phone tag between Phil and David trying to get this taken care of...David was finally about to reach me and setup a Lyft ride. He asked for my address which I told him and explained it should he in the system since I have been using Jim Ellis Kia for 6 years. He said he saw it and would be sending on shortly. I asked if he would be there so I can speak with him on when picking up my car. He explained he leaves at 5 and as long as my ride gets me in the next 30 min he would be available. We come 5mins into my Lyft ride pickup and I notice the address is wrong. I called the Lyft driver and she gives me address she was given for pickup, which is correct but on the wrong road and wrong city. I ask what should I do to fix it. She says that I should call the dealership back to get it changed. So again another round of phone tag, until I basically call the dealership directly and speak with the front desk clerk explaining my situation working with Phil and David...and how I'm stuck without the Lyft pickup. She gets ahold of David as he is about to walkout for the evening. I talk with him and he says the Lyft has me as pickup and I tell him it is incorrect. That the address they gave for pickup is wrong. He double checks on his end and acknowledged the issue, says he will send out another ride after overriding the previous one and reversing my name in order to place the pickup. At this time I'm totally done with dealing with all the headaches and screw ups. I finally get back to the dealership and pickup my car. Mgt had already left for the evening. So did not get to speak with him. Could have waited I felt with all that had happened but either way, I was glad to be done. They did not charge me for 160 dash readout, which is good because I wouldn't have paid either way with the dismal level of service. So there is my long crappy story. I can take screw-ups and mistakes etc., what I think speaks volumes about service is communication and how one fixes issues. I feel Jim Ellis Kia service department failed tremendously on all accounts! More

Dealership staff members were excellent from sales to financeing to service. My customer service agent professionally guided me through my first maintenance. She was on point the entire time I was on si financeing to service. My customer service agent professionally guided me through my first maintenance. She was on point the entire time I was on site. Very pleased with the dealership and my car. More

The team members I worked with were excellent! All questions were answered and they kept me updated with the progress. All questions were answered and they kept me updated with the progress. More

Very honest. Highly recommend going through Mark he was very helpful, straightforward, and very much unlike other service guys at other dealers who can be quite s Highly recommend going through Mark he was very helpful, straightforward, and very much unlike other service guys at other dealers who can be quite sketchy and unclear about what they are doing. More

Scheduled online for some routine maintenance and everything was easy and the staff was very friendly and professional everything was easy and the staff was very friendly and professional More

The service center is amazing. David is awesome manager. He takes his job seriously. Give him a raise. David is awesome manager. He takes his job seriously. Give him a raise. More

The staff is nice but I’m already scheduled for my fourth visit in the last month and a half for the same issue that nobody can seem to fix. visit in the last month and a half for the same issue that nobody can seem to fix. More