Jim Ellis Volkswagen Kennesaw Service Department

"We purchased our Atlas through Jim Ellis last year and it was an amazing experience with Cem. Couldn’t recommend him more. We purchased an extended warranty and were very happy with our decision. When I took my car in for the first service today they stated they wouldn’t include the typical 80k service because we’d exceeded the mile limit. I asked if they could honor it because I was unaware as it advertised everything is done in the first year. I asked to speak with the service manager and he said he couldn’t do anything and I’d need to call the main Volkswagon number. I called and waited on hold for 40 minutes. I finally got to speak with a rep and spent 20 more minutes on hold while she tried to see what she could do. When the rep came back on the phone she said they denied it. She also stated that the only person with the power to override it and help was the same service manager that said he couldn’t. We were given the complete runaround and wasted an entire morning trying to get help. They don’t care at all. We would’ve never bought the warranty knowing this. They said it would be three hours and it took 6. No one knew what was going on. We will not be taking our car back to be serviced at Jim Ellis. They were very misleading and wasted so much of our time and money. Do yourself a favor and take your care elsewhere!!"

"Not a great experience. Service advisors are obviously commission based. And if you have an issue with your car under warranty, it's at least one to two weeks to get your car in there and then they requested one to two days of having your car with no loaner to figure out the issue. Not sure why someone would bother taking a car to this location for a warranty issue, maybe just don't buy a Volkswagen in the first place..."

"What a waste of time!! Their service advisor (Colton) doesn’t answer the phone, doesn’t return phone calls, and doesn’t order parts! After an initial visit of 2 hours just to confirm my broken overhead console frame would be covered under warranty (not sure why this wasn’t a 15 minute visit & out the door), I was told it was back ordered and would be awhile before it came in, totally understandable these days. About 1.5 weeks after my initial visit I began reaching out to Colton and leaving voicemails trying to get a status update or a timeframe of when they expected the part to come in. After 3 weeks since my initial visit and being unable to reach Colton, I spoke to the service manager over the phone. He advised he would order the part, clearly Colton never ordered it the first time, and scheduled me to come in the following week for it to be fixed. I show up the following week and guess what, they don’t have the part. I’m told it never came in, and the reason I was never notified is because the service manager never added my appointment time to the system - completely unbelievable!! I waited almost 4 weeks for this to be fixed and had nothing but my time wasted. I will be going to Volkswagen of Marietta for the repair to be completed. I would not visit Jim Ellis Volkswagen service for any needs and I would not have Colton as a service advisor."

"I regret to share my extremely disappointing experience with Jim Ellis Volkswagen Kennesaw. My vehicle required urgent attention due to a specific engine oil issue, but this establishment failed to provide a satisfactory resolution despite an excessive amount of time spent on the job. The primary issue I encountered was the prolonged duration of the repair process. Despite being promised a reasonable timeframe, the repairs dragged on far beyond what was initially indicated. This caused significant inconvenience and disruption to my daily routine, as my vehicle was out of commission for an inexcusably long period. Moreover, the most disheartening aspect of this whole ordeal is that the initial problem was never resolved. After waiting for an extended duration, I discovered that the issue remained unresolved, rendering the entire repair process utterly futile. It is truly disconcerting that Jim Ellis Volkswagen Kennesaw failed to accurately diagnose and address the problem, despite the considerable time and resources invested. The lack of communication exacerbates the frustration. Throughout the repair process, there was a lack of transparency and effective updates regarding the progress or setbacks. This left me feeling uncertain about the status of my vehicle and significantly impacted my trust in their capabilities. Given the inefficiency, inability to fix the initial issue, and poor communication, I can't recommend Jim Ellis Volkswagen Kennesaw to anyone seeking dependable and competent car repair services. I hope my review serves as a cautionary reminder to others and prompts the establishment to address its shortcomings and rectify its service quality."

"Brought car in for a tire rotation and inspection, mentioned the bluetooth is not working says the only option is to drop it off for a week and they might be able to fix it….that’s whatever I guess. He then says it will be a 90 minute wait….for a rotation only? Two hours later it’s finally done, only found out because we asked. We walk to the front, while holding my baby, just for him to bring us back to the lounge area and pay. Then walk all the way back to the front, where he asks if I’d like to get my cabin filter replaced for $150….so two and a half hours later we are finally leaving. Hopefully this is the last time I receive service at this facility."