Jim Ellis Buick GMC Mall of GA - Service Center

They try...a little...best that can be said I absolutely hate to say it, but dealing with this service center is exhausting! After asked for a previous review, which was less than stellar, but p I absolutely hate to say it, but dealing with this service center is exhausting! After asked for a previous review, which was less than stellar, but pointed out all the things that the service department already knew we were unsatisfied with (damage to our car that resulted from bringing it in to them) they contacted us to "make it right." I told them I was extremely leery because each time we used them they damaged our car and it kept snowballing out of control. I was assured by Chris Stout they were going to "take a blow dryer to the snowball" and they offered to come get our vehicle, leave us with a loaner and then return it, damage corrected, the next day. Nice, right? In theory, but in practicality it took 2 nights and 3 days and one of the 3 instances of damage has yet to be corrected due to a "part coming in damaged". Now WE need to bring the car back in 3-5 business days. While Chris was nice and obviously tried, the experience wasn't as painless as he promised. The whole reason we decided to throw our hands up and say 'forget it, we will go elsewhere,' to begin with was because we didn't want to have to keep coming back to deal with the problems created and yet we are doing that now. I warned Chris that maybe this service center was just cursed when it came to our YukonXL Denali but he was sure he could fix the problems. However, the whole "melting of the snowball" has now become an inconvenience to us, again, one I did not want to deal with from the beginning and was assured would not be one, nor did I trust this service department to fix to begin with...it's just a smaller snowball now to stick with that analogy. It is disappointing that we are here, but at least the paint was touched up from where they damaged it, so there is that. Our custom chrome wheel was fixed as well, by ordering a new one. The wheel was originally damaged after the new Yukon had it's first rotation, preformed by this service department. They stated "it looks like it was dropped" but once they replaced it they said it was a "manufactures defect". It looked like an obvious gouge from a tool on the inside of the rim (not reachable past the width of the tire with anything but a tool while servicing). If I had to guess I'd say it's easier to say defect to be reimbursed by their manufacturer but luckily that doesn't concern me, just makes me question their assessment skills or honesty, especially when all damage to our car had to be found by us upon pickup while looking it over in the garage. Not including today, our car has been serviced here for 3 things, it's had 3 items damaged, unrelated to the original service work. I'm almost scared to look it over too closely now. Accidents happen, we absolutely understand that. Especially with something as big and detailed as a car/truck, but how those issues are handled is what makes an average company a great one. Since you asked for my review, and based on how this was all handled, I wouldn't call this a good company, but I may give them points for trying...sort of. I still have to do more in the end because it wasn't handled correctly (like we were promised); things that take away from my life, like checking if the part is in (only based on past experience because they do not call like they say they will when a part comes in) and then take it over and wait while they fix the damage that they originally caused to the car, all while praying hard that no new damage is caused by a careless employee. To be completely fair, this last visit resulted in no new damage to our vehicle, so Chris took good care of it and had I just had to rank his team and his service I would easily give them more than one star. Not exactly a glowing recommendation but trying to be positive in an already bad situation. Almost like saying "yay, you didn't screw it up while it was there to be fixed, but it's not completely fixed and it took you twice as long as estimated." I REALLY was looking forward to giving this dealership a last chance and going back to add an addendum to our previous less than excellent review, but now I'm asked for my opinion again on another disappointing visit. We wanted this dealership to be the place we service our cars but it just isn't for us. If you use this dealership for service and you care about cosmetic damage to your car, be sure to CHECK OVER your car/truck BEFORE leaving the service bay. Or you could just have a lot of free time to deal with unforeseen issues that arise while your property is in their care. More