Jim Ellis Kia of Kennesaw - Service Center

I can't speak to the quality of the sales department, but the service department should be avoided at all costs. They have proven to be unreliable and disorganized with a severe lack of communication. It has the service department should be avoided at all costs. They have proven to be unreliable and disorganized with a severe lack of communication. It has been three solid months since they began working on my wife's AC and it still isn't fixed despite the fact that they already took her money, roughly $5k, months ago (and misplaced her keys forcing her to wait an hour while they looked for them). They don't respond to voicemails or messages left over the phone or even left in person (I left well over a dozen that were never answered). The messages may not even be being delivered, by voicemail or by employees as I've gotten multiple claims of never having received my messages. They have forgotten to order parts then forgot to let us know when those parts finally came in. They have misdiagnosed the problem with the AC four times so far and some of the parts they replaced that were not the cause of issue were quite expensive (this is in addition to what we already paid for). Only one employee we dealt with (Lavar, who was very nice) actually kept us up to date with what was going on with the car without my having to ask first. Until I finally got a hold of the manager, David, everyone else we spoke to seemed to have no information at all on the car or had no idea what I was even talking about. And when Lavar or David were each out with covid, we were left hanging as no one in the building could tell us anything. We have repeatedly been told the car was almost ready, but but then no one contacted us to let us know when it wasn't, leaving me scrambling to find a way to work multiple times because we planned on having her car back. David claims in one instance to have left a voicemail saying the car would not be ready by a day we were told, but either he lied about leaving the voicemail (as this was directly after he told me he preferred communicating via email) or left a voicemail on the wrong number without following up and did not apologize when I told him my phone records show I had no calls from him at all, let alone a message. MULTIPLE times over the course of the past several months, an entire week would go by without anyone even touching the car or communicating with us until I reached out for an update again (and frequently had to reach out multiple times as no one answered messages or had any information). And after I told David all these things were happening, we still haven't had the remainder of this repair prioritized. For example, the most recent repair attempt in question included a part that wasn't ordered until a week after we gave the confirmation to order it and then we were told it would take 10 days to arrive, but that has now turned into 14 days. Was expedited shipping not available in Canada? Each of these errors I could understand and forgive individually, but not all together and not as repeatedly as they have occurred. I could even have forgiven them if they'd shown any effort to try and make up for these mistakes, but no such effort has been made. We have now paid insurance for a vehicle that has not seen a road for a whole quarter of this year. We chose going to the dealership over another mechanic despite knowing that it would cost more because we thought we would be paying for better knowledge and service. I feel we have gotten neither. I would never EVER trust them with my vehicle again and my wife, who has been happy with her car for the past 14 years, refuses to even consider any Kia in the future because of how poorly we have been treated by this service department. More