Sam Stewart

The last experience I had at this service center was great. Chris was an excellent service rep and I have zero complaints about him. Historically, however, I had issues with a brand new car that took FI great. Chris was an excellent service rep and I have zero complaints about him. Historically, however, I had issues with a brand new car that took FIVE MONTHS to get resolved. During that time communication was awful and they kept telling me the problem was solved when it clearly wasn’t. I was without a car for weeks at a time with no explanation. That is the main reason I wouldn’t recommend this service center. Hopefully they’re making improvements though. More

by Sarahbnovello Verified Customer Verified Customer

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Jahvon was awesome! very professional, kind, caring, ect. I could go on. He got my repairs done in a quick manner. I am very pleased with my experience here at Jim Elli very professional, kind, caring, ect. I could go on. He got my repairs done in a quick manner. I am very pleased with my experience here at Jim Ellis Kia. More

by mallorycrabb Verified Customer Verified Customer

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The worst service I have EVER HAD ANYWHERE. I prefer a call from someone to explain my experience as a 1st. Time customer. I had over 20 years as a Service Advisor/Manager. And know how to trea I prefer a call from someone to explain my experience as a 1st. Time customer. I had over 20 years as a Service Advisor/Manager. And know how to treat a customer the right way and this advisor broke all of the rules. I can be reached at 925-323-5449 Robert Young l am retired so and time is good. More

by Rlyoung19 Verified Customer Verified Customer

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Mark Kerkoski and Sam Stewart were fantastic at taking care of me. I enjoyed their professionalism. On the other hand, the GM, Mike Johnson, left a lot to be desired. I came in months ago when Matthew's K care of me. I enjoyed their professionalism. On the other hand, the GM, Mike Johnson, left a lot to be desired. I came in months ago when Matthew's Kia could not complete a recall on my Stinger. I was told that I would get my car back the same day. At the end of the day, after not receiving an update, I texted the tech, Javon (sp?), who did not respond to two of my texts. I didn't receive word until the following day. When I picked up my car, there was a dent in the car door. I took pictures in the bay prior to you taking over my car, and there wasn't a dent. I returned to the service area to tell him about the dent but was told he was already gone for the day. I asked to have him call me, but I never received a call. I let a couple of days pass, then called Mike. I explained my frustration with unanswered texts, not getting my car back until the following day when I was told it would be the same day and the dent in my door. He told me that he would have the tech get in touch with me. I told him that I didn't like that idea since Javon already proved challenged in returning messages. Guess who I never heard back from? Javon! And guess who never followed up to ensure his tech contacted me? Mike! This caused me more annoyance. When it was time to change my oil, I took it to Matthew's Kia, where I was told that my hood latch was missing. Jim Ellis was the last to service my car. So, you dented my car AND broke the hood latch and failed to tell me. I called Jim Ellis and was told that Mike was out of the office and that he would call me back. I decided to drive to Jim Ellis and see if he and I could talk since your company damaging my car twice wasn't a big deal to you. I was told he wasn't in when I got there, so I said I needed to speak to someone. This is when Sam got involved. He was fantastic! Sam apologized for the dent and broken latch and repaired the latch. He also changed the oil so I wouldn’t have to drive back to Cartersville. On my way home, Mike called me. I explained to him that I had spoken with him weeks before about the dent in my car and reminded him that he told me a tech would call me back but didn't. His response to me was, "I don't remember talking to you." Really!?!!! Customer service 101: this is not something you want to say to a customer you’ve talked to about issues that you created. I can't help his lack of memory and inability to care for the issue Jim Ellis caused. I have no idea how someone so lackadaisical could be in a position like he is. If this were an employee at one of my companies, their employment would be very brief. This is very poor leadership and customer service. A couple of days later, the oil light came on. Since you were the last to touch the oil, I brought it back, and Sam had Mark take care of me. Once again, I was super impressed. Mark found the issue, which cost me almost $2000, but I was extremely happy with his care. If it hadn’t been for Sam and Mark, I would have darkened your door again, and my online reviews would not put you in a good light. I suggest customer service classes for Mike, maybe taught by Sam and Mark. You have two great employees in these two gentlemen. My reviews below are for Mark and Sam, not Mike and Javon. Thank you, Heather Kelly More

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Mark is awesome! very kind and helpful. 5 stars for him. Would recommend to friends and family. very kind and helpful. 5 stars for him. Would recommend to friends and family. More

by mallorycrabb Verified Customer Verified Customer

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when I first purchase the vehicle the Jim Ellis Kia was phenomenal However due the climate of everything the business side of caring customers has depleted . The service representative need a lot of work phenomenal However due the climate of everything the business side of caring customers has depleted . The service representative need a lot of work in showing compassion for it's clients and those who are faithful are reliable in coming back. My experience is that Ms. Diana has always been kind and sweet however if we are speaking candid. The service representative Mr. Norris was not forthcoming about my vehicle when it came to service and work being done and also lack of communication regarding work being done. He is the reason I will no longer return because of the way he treated my family. More

by NAKEIAMCQUEEN28 Verified Customer Verified Customer

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Unfortunately, we needed to repair the rear camera on the Optima we bought for our son. We dropped the car off and the diagnosis was actually pretty fast. Unfortunately, from there, the service and communica Optima we bought for our son. We dropped the car off and the diagnosis was actually pretty fast. Unfortunately, from there, the service and communication was terrible. We waited 17 days to have the car repaired after diagnosis, it ranged from ordering the wrong part, receiving the wrong part multiple times, to the mechanic being out and unable to work on the vehicle.. We Also experienced communications gaps. Days would go by and we heard nothing. When we called, we were told we could not leave messages and we had to text. The female service manager literally Told us that we had to stop calling we were bothering them. Yes she didn’t know a status on our car. but the worst part was that we were quoted wrong prices, and it was nearly double the cost of what we were quoted. While the dealer admitted they had missed quoted us they still held us responsible for the full cost. That seemed really unfair. More

by Ericandsusanspen404 Verified Customer Verified Customer

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Good response to issues and fixing items needed during last visit at the service center. last visit at the service center. More

by ES Verified Customer Verified Customer

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Very professional and well trained mechanics. Maintenance supervisor outstanding. He has his technicians well trained Maintenance supervisor outstanding. He has his technicians well trained More

by Cameronkun8 Verified Customer Verified Customer

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Having known the Ellis Family for years since the early 90's when they were my family's neighbors I appreciate their company's care for all their customers and outstanding service. 90's when they were my family's neighbors I appreciate their company's care for all their customers and outstanding service. More

by CTROBERTS49 Verified Customer Verified Customer

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