Ford Service Center

Shonique Holmes

★☆☆☆☆

5 years ago

Brought my car in for a full inspection. I pointed out to David Attal that my back up camera hasn’t been working && my airbag light on the dash won’t go off. Also that the car has a shaking/vibration when it get up to 70 mph. I stated that I would be out of town for a few days. From my understanding (because I take my Nissan to Nissan for full inspections) they are supposed to go through the whole car tell you about brakes you need, tires you need, && anything else you would need. They didn’t tell me any of that bedside the issues I already pointed out to them. He told me I need a camera (which wouldn’t be back for a few days), a seatbelt for the front passenger (which was out of stock, && that he would rotate my tires so that the vibration/shaking would stop. Well I come to get my car on a Saturday which they close at 4:30. I called David to let him know I would be there soon he states he would be leaving soon. So he sent me a payment text. I didn’t pay (because I was driving) he called 2 more times before getting there stating that I would need to pay him so he can leave the keys in the car. So I went ahead && paid. Well when I got to my car NOTHING was done to it. Still had the same mileage as when I dropped it off also I had all the same tires when I bought the car. I had a blowout on the front tire a couple weeks ago. So if they had rotated the tires then that’s tire wouldn’t be in the front anymore but it was l. So I just paid 81.44 for my car to sit there for 5 days && not have anything done && now I have to take it somewhere else && pay more money.

Scott Allen

★★★★★

3 years ago

My newer Mustang Mach E required an important software update which the dealer that sold me the car could not complete. In fact the selling dealer stated to me that no upgrade was available. David Attal at Jim Ellis immediately found the proper service recall that was required, and his team worked diligently to install the new software which was a lengthy and complex process. David was courteous, knowledgable, and kept in touch with me throughout the process. The shop was immaculate. I am extremely glad I brought the car to another dealer who understood my issue and was dedicated to resolving it.

Ryan Wheatley

★☆☆☆☆

5 years ago

Dose not accept Ford reward points! I called and asked if they would accept my points and they explained that they could. I made an appointment for 8 AM and drove there. Once inside I waited around for 10 minutes while they got a manager. He says to me that they do not accept the points at this location. I said well i don't want to pay for something that's supposed to be free. He said, "well the door is right there." How about you train your staff better and have some courtesy.

Mark Thomas (MT)

★☆☆☆☆

4 years ago

Took my Mustang GT convertible in to have AC checked after booking appointment with service advisor David. Left car after being advised that it would be the next day before I would know what diagnosis was. I did not receive any call or message from David the next day, or the following day. I then left multiple voice mails for David, but still did not get a call back. Finally on the 3rd day I went back to the service dept and asked for service manager. After explaining the situation to him he asked David what was the status of my car and they finally produced a proposed repair estimate. I was informed that the ac evaporator coil had failed and that the repair would require that the entire dash be removed to access the coil, and that the cost would be $3,600! The estimate clearly stated that there was no leak from the compressor, and that the coil was the culprit. Decided to think about that and left with the car. Did some research on line and then decided to try couple other dealers and phoned service departments to compare costs. Both said if in fact the coil was bad it would indeed require that the dash be removed to access and repair, and both quoted a repair price appx $500 less than Jim Ellis service dept. Charles at Hennessey Ford said we would never just assume that is your problem and proceed and suggested that I beingbring it in for their technicians to check out AC. I agreed and dropped it off and within a couple hours got a call that the compressor was indeed leaking and that the coil was most likely fine. Cost to repair $1,500! My car was ready the next day and has been blowing ice cold for two weeks now. Had I left with Jim Ellis I would have had to leave for a week, have the dash torn out, paid $3,600 and then would have been informed that Oh, by the way the compressor is leaking. Total cost over $5,000. Hopefully this was simply incompetence, but beware. I did go back and show the service manager my repair invoice from Hennessey. He did listen but was mostly unconcerned. As an aside, I have purchased multiple trucks from Jim Ellis Chevy and GMC and a Mazda from Jim Ellis Mazda and have always had them serviced there and have been happy with the experience. Not sure if this crew is holdover from when dealership was Nalley Ford

Adam Engstrom

★★☆☆☆

Edited 3 years ago

Combination score of 1 star for Fords in general and about a 3 star review for the dealership. Ford gets one star due to having to replace three faulty transmissions, three faulty horns, a leaky trunk, and two rounds of faulty door locks in 7 year and less than 70k miles. The dealership gets three stars because, while the service representatives are friendly and fairly professional, I got my recently professionally detailed (cleaned) car back after an extended and expensive repair smelling so strongly of what I can only describe as a mix of wet dog and novelty cigarettes that I had to dry the whole way home with the windows wide open. And three days later, my car still smells, although not as bad. After spending a bunch of money on the detailing and repair, it's extra frustrating to have what was an almost new looking/smelling car (at least for a 7 year old vehicle) smell like an ashtray.

Ryan Warmack

★★★★★

4 years ago

Mrs. Denise (sp), from the service department was an major help. I could not get anyone to help me figure out how to get my vehicle towed, and to what dealership it need to be towed to through the warranty I had purchased through Ford. The warranty was purchased in a different state and that seemed to cause some problems. I had five children and two large dogs stuck on the side of I85 and this woman was instrumental in providing assistance to help endure their safety. She went above and beyond anything I could have asked for. Everyone else has been very helpful so far as well, but I thought this woman deserved special recognition in this situation.

Edgar Range

★☆☆☆☆

5 years ago

I usually don’t write reviews but I’ve had enough of this place. I used this place all the time and even bought a car from here and since Jim Ellis took it over it’s gone down from there. Recently I’ve had my car worked on for transmission issues and they fixed the problem but there is now another problem with it. I’ve reached out to the Advisor and they keep ignoring my communication to them. Also I was charged a fee because I was hit in their loaner car (I was not at fault); I was told they will reverse the charge after talking to the person at faults insurance. All is good and they own up to it but they still have the $1000 charge on my account. The manager I spoke to is also ignoring my communication. I will NEVER use this location ever again.

A

★★★★★

2 years ago

I always take my car there for service. Friendly staff, nice lounge with starbucks coffee and professional service. I came in today for an oil change appointment while I was at work. Tommy took a great care of my car and make sure my car was ready earlier than I expected. If youre looking for a detailed, professional and unique service, you must go there for it.

Joseph Slive

★★★★★

2 years ago

Just brought my Ford Edge in for it's first scheduled maintenance. My advisor was Kyle Jones and he did an excellent job going over what would be done and how long it would take to complete the service. He was pretty accurate on the amount of time it would take and I am very pleased with the quality of the service.

Care Bear

★☆☆☆☆

2 years ago

Ford would not repair my 2011 ford Explorer under the extended warranty dealing with power steering assist extended warranty. I don’t understand why it wasn’t serviced when I took my suv to get repaired under one recall but the other recall wasn’t found on the diagnostics report at that time. Now ford is asking for over $2300 to repair it and that’s money I don’t have! Owner responded to my review to come to a resolution on the issue. Was told I would receive a call from management but no one called and it’s been over a week. It seems as though no one cares about customer service just vehicle sells.

Jeremy Z.

★☆☆☆☆

3 years ago

They are doubling their prices and justifying the price hike with worse services. This place used to be Nalley's Ford at Sandy Springs. I have used them for maintenance and services on my 2013 Ford F150 since I bought it back in Q4 2013. The team of Nalley’s was friendly, knowledgeable, and efficient. Their charges were reasonable compared with other Ford dealers I tried. However, ever since Jim Ellis took over a few years ago, the deterioration of service quality and hike in prices are noticeable. It reached the breaking point for me today. I made an appointment online about a week ago. There are some water leaking issues with my truck. Its engine oil needs to be changed, and the rear brake pads need to be replaced. I noted in my online appointment that I need to confirm how long I need to wait and if they can address the problem. The girl who called to confirm my appointment said that she would make sure the team is ready with parts to address the leaking issue. She told me that they couldn’t provide a loaner car and their shuttle won’t go out farther than 12 miles if I need a ride. When I arrived at the service center on time this morning, three gentlemen were at the service desk. One was with a customer, and the other two were just standing there as if no one just parked a full-size truck in front of them. I called one of them over and told him that I have an appointment for the three issues that I logged online. He immediately told me I must come in on Monday to repair the water leaking issue because their contractor partner won’t be here on Friday. Why can’t they tell me earlier when they called me to confirm my appointment? I told them not to worry about the water leaking problem for today. Just change the engine oil and replace the brake pad. After about 2 hrs of waiting, the service desk gentleman came to the waiting area and told me that I need to have my truck’s air filter replaced. I know I just replaced it two days ago. How come? After a brief chat with his technician, he came back and confirmed that it was a mistake. At that point, I can’t help but wonder how they did their multi-point check. After another two hours of waiting, I was told my truck was ready. The total charge is $500+. Using a 15% off coupon they sent me, I was able to save a bit and paid $463 in total. When I finally got my car after their complimentary car wash, it was 12:40 PM. Seriously, for a job that other places can get done in 1 hr, I had to wait for 4+ hours and pay probably twice as much. I know that inflation is driving up salaries and operation costs. I’m ok with the necessary price hike. However, please do your job well first to justify such a rip-off. I have been planning to replace my 2013 F150 with a new 2023 version this year. I think Jim Ellis Ford just successfully convinced me that I should look for another Ford dealer, for the new truck as well as its future services. Great job!

W

★★★★★

2 years ago

Normally dislike dealerships. But this place was very different. A team of employees that seamed happy to help. Not pushy or demanding. Several different managers introduced themselves and offered assistance. Pretty good bait and switch on price. Not at all what was advertised. Plus $2000 “paint protection”. We walked on the price. Still give them a good rating for how pleasant and non-pushy.

Miya Crawford Banks

★☆☆☆☆

2 years ago

This dealership is the worse! I wouldn’t recommend anyone bringing their car here . Kept my car for two weeks , couldn’t get anyone on the phone for the first 3 days. The biggest mistake I ever made. Told me I needed a new transmission but when I took my car to my personal mechanic who I trust he told me that was not the case. This place tried to get thousands of dollars out me by lying!! Oh and Tommy Wallis is the worse service advisor ever and a BIG liar. Oh and David Blood too just big liars! Also uploaded a picture where their technicians left my car dirty. When I dropped my car off I had 150 miles to E but when I picked it up I only had 50 miles. Please go somewhere else trustworthy who cares about their customers!

Michael Milon

★★★★★

a year ago

Good dealership with good service technicians . They have all the amenities to sit and wait for your vehicle to get fixed. Tv, water, coffee, tea, snack, comfortable chairs. They keep you updated from my experience on what's needed or going on with your vehicle. Food places aren't to far from the dealership. Bought 2 vehicles here from Denis..

Thomas Nichols

★★★★☆

Edited 4 years ago

Update… after a couple weeks away and a few conversations with Billy we worked out a solution to get the moonroof fixed, hopefully for good. They were easy to work with and had good communication. I appreciate Billy and Mark for working through it with me to get it fixed.

Megan Persin

★☆☆☆☆

4 months ago

I’ve been having countless issues ever since I took my car to get a key fob programmed. They ended up having to keep my car for an entire weekend because somehow my ac and light went out because of “electric issues.” Fast forward to my first oil change somewhere else. All I did was get an oil change and my light is out again and my car won’t blow warm air. I’m still experiencing issues. When I took my car back in the guy at the desk (different guy) was super rude. I didn’t feel comfortable calling back ; mainly because of him. When I asked for a call back from a manager: I never got one. I asked for a price estimate to get my car fixed: and I never got that either. This has been a huge headache; no resolution . I’m starting to really regret buying this car. I don’t know how to just have a normal functioning vehicle. Also- If you need anything small done; forget about it. You have to leave your car there for several days for them to fix something stupid like a light bulb. I’m just so unhappy with everything. I hope no one else has to experience this or them!! Think twice before coming here. There may be better service centers, but this one is a scam. My key battery died a couple months later after they changed the battery and programmed it. I had a key battery for like 5 years before that needed to be done. Just awful and scammy place. My dog would probably do a better job at fixing my car than these people. Oh wait, this statement is already true, because nothing has been fixed and I had to pay for a new key fob battery after two months. This place is the absolute worst !

Sri Harsha Polisetty

★★★★★

Edited 3 months ago

Update: Ford generally represents American and made in America. This dealership somehow gave the same feeling as soon as as i stepped in. Definitely recommend, service is extraordinary. Staff was so helpful and helped me with everything i ask for over a phone and text. Went for a service today. Process is fairly organized. Good lounges to work while car being serviced. They do serve some snacks like popcorn, Starbucks drinks etc.