Jim Ellis Mazda Marietta - Service Center

I experienced a catastrophic malfunction and had my Mazda towed to Jim Ellis Mazda for evaluation and repair. I want to note that this review has nothing to do with the vehicle's condition. Rather, this revi towed to Jim Ellis Mazda for evaluation and repair. I want to note that this review has nothing to do with the vehicle's condition. Rather, this review is about the disrespectful treatment I received and their lack of communication and service. The evening the car arrived at the dealership, I received a call and text from the service advisor. He said that my car would be diagnosed, and I'd hear back from him soon. Two days passed, along with several texts and voicemails inquiring about a loaner car, with no response. However, I received a 90-second video (via text message) diagnosing my problem. Immediately after viewing the video, I received another text saying that my service advisor would call . That call never happened. Before closing that night, I phoned and texted the advisor, but he did not respond. The following day, I still had not heard from my service advisor. I drove to speak to the service advisor in person. Much to my surprise, he was not working that day and wouldn't be the following day either. If I hadn't visited, I wouldn't have had any communication for six days. If this had been the extent of the problem and things had been corrected, this scenario could've been salvaged. However, the things that happened moving forward are unacceptable. The advisor I spoke with in person wasn't familiar with my case. But, he looked at my car and told me I'd need a new engine. This was not unexpected, but he completely disregarded the other options that the mechanic suggested in the video. I inquired about other options, but he completely downplayed it. Ultimately, I asked to speak with a salesperson about the possibility of trading my car. I met a sales associate who tried to assist me with a trade-in and purchase. I asked if I could trade for a car on any of the Ellis lots, and at that time, he consulted the used car manager, Conley Langford. The other aspect of this situation was that I was under a severe time restriction. I wanted to drive a new car off the lot within the next two business days and was prepared to purchase in cash to expedite the process. Langford said they could transfer a vehicle from another Ellis lot, and I could make the transaction there. Ultimately, Langford used this tactic to get me out of his office. He had no intentions of transferring cars. Later that day, I found three cars that I emailed to the sales associate, who said he would get them transferred. I clearly communicated that I needed this process to happen quickly. Two days passed, and I had heard nothing. It had been six days with no communication from the service department. I called both contacts and received no response. On day seven, I received a call from the salesman saying they couldn't transfer the cars. But, I should look at the cars on other lots, and we could discuss trade-in possibilities. Later that day, I drove a car and came to a deal in principle. I just needed the salesman to communicate with Langford regarding a trade-in price on my vehicle. After several calls and voicemails, Langford never responded to either the salesman or me. Langford knew that I was in a compromised position and urgently needed help. He completely ignored all of those issues. The following day, I went back to Ellis Mazda to speak with Langford in person and hopefully get a trade-in completed. He was over 90 minutes late and then wouldn't meet with me. Instead, he had a sales associate try to sell me a car on his lot and ignore the other car I found at another Ellis dealership. Ultimately, Langford wouldn't work with me on a trade-in from another Ellis lot. I had already spent four hours trying to reach a deal that the dealership had no intention of honoring. Exasperated, I negotiated a small cash buyout and decided to move forward. At no time that day did Langford, or any other management, offer to speak with me. In addition to this customer service failure, I reached out to the Jim Ellis executive team six weeks ago, including Jimmy Ellis, and not one person has responded. More

When I made my appointment for an oil change, as usual, they didn't have any openings for a couple of weeks. I took their earliest appointment available, which was at 9 a.m.. It was a crazy morning so my h they didn't have any openings for a couple of weeks. I took their earliest appointment available, which was at 9 a.m.. It was a crazy morning so my husband offered to take my vehicle over...thinking it was an appointment made weeks in advance, it's early morning, it's an oil change....well...over two hours later he is leaving the shop! During the appointment we were informed that my car needed a Cabin Air Filter, and Air Filter, and Alignment, a Throttle Body Cleaning Service and a Mass Air Flow Sensor Cleaning....all to the tune of just over $400. Now...my car only had 19,000 on it. It is garage kept and runs wonderfully....so Throttle Body Cleaning??? I don't think so!! The Mass Air Flow...there is no scheduled maintenance for this and my car wasn't showing any issues as far as rough idling, poor acceleration etc. I called another Mazda dealer and none of these services are pushed at their dealership especially for a car that is so young and that has such low mileage. The man kinda chuckled when I asked him if they recommended this service on a 19,000 mile car...he chuckled like it was a bad joke. SO....although this dealership is only 20 minutes away from my home, I will make the longer drive to the dealership where I bought my car. The prices are half of what Jim Ellis's are and they don't seem to push unnecessary services...and I am reminded now why I didn't buy my car there~ More

4 phone calls, a voicemail, and an email but still no response from Jim Ellis Mazda. I was actually trying to give them business. I had a flat tire in my Cx-5 and needed a replacement. An embarrassment response from Jim Ellis Mazda. I was actually trying to give them business. I had a flat tire in my Cx-5 and needed a replacement. An embarrassment for Jim Ellis dealerships. I've had a similarly bad experience with Jim Ellis Audi recently and my cousin had one just this morning with Jim Ellis Maserati. I understand the labor shortages and supply chain issues but waiting days for a call back or an email back, something is not working. More