Complaints

This profile includes complaints for Jim Ellis Volkswagen, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jim Ellis Volkswagon of Chamblee

  5855 Peachtree Blvd Atlanta, GA 30341

  
• 

  Jim Ellis Buick GMC Mall of Georgia

  3600 Buford Drive Buford, GA 30519

  
• 

  Jim Ellis Cadillac

  5880 Peachtree Blvd. Atlanta, GA 30341

  
• 

  Jim Ellis Collision Center

  3371 W Hospital Ave Atlanta, GA 30341

  
• 

  Jim Ellis Volkswagen, Inc

  144 HIghway 81 West McDonough, GA 30253

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 28, 2025, I lawfully submitted a secured promissory note in the amount of $177,000 for the full purchase of a 2025 Cadillac Escalade V-Series (VIN: *****************, Stock: ECC2063) at Jim Ellis Buick GMC Atlanta. The payment was tendered under *** ***** and backed by trust authority from the ********************************The dealership committed to transfer full ownership/title and complete the sale upon payment. Instead, they failed to provide:Delivery of clean title or MCO Confirmation of lawful payment Executive contact or proper resolution Over seven formal follow-ups were made:May 5 June 30, 2025 by certified mail, in-person visits, and phone calls.Only one green card (receipt) was returned, signed by CEO ****** Ellis, yet no documentation or vehicle title was *********** date, the dealership has failed to acknowledge receipt of payment, rejected valid tender without cause, and has not completed the sale. This violates the Truth in Lending Act (TILA), UCC 3-603(b), and fiduciary obligations.

  

  Business Response

  Date: 07/10/2025

  In response to the complaint submitted regarding a 2025 Cadillac Escalade V-Series (VIN: *****************, Stock: ECC2063), Jim Ellis Cadillac acknowledges receiving multiple correspondences from the complainant between May 5 and June 30, 2025. However, we categorically reject the assertion that any contract was ever formed or valid payment was accepted for the vehicle in question based on the following:
  
  No Sale Was Completed
  At no point did the dealership agreeverbally or in writingto accept a promissory note as payment in full or to release title based on such an instrument. Accordingly, no sale was finalized, and no obligation to transfer ownership or provide title exists.
  
  No Valid Payment Received
  The dealership does not accept unsecured promissory notes or private financial instruments as valid forms of payment. Our accepted methods of payment include verified bank checks, wire transfers, or financing through established and approved institutions. The document submitted by the complainant is not legal tender and does not meet any criteria for a completed or enforceable financial transaction under state or federal law.
  
  Citations of *** and TILA Are Inapplicable
  The complainants references to UCC *****, UCC 3-603(b), and the Truth in Lending Act (TILA) are misapplied. The Uniform Commercial Code does not obligate a dealership to accept any document labeled as a "promissory note," especially one not backed by recognized financial institutions or legal tender. Furthermore, TILA governs credit transactions, which are not applicable here, as no credit was extended by the dealership.
  
  No Fiduciary Duty Owed
  The relationship between a retail business and a prospective customer is not fiduciary in nature. The dealership has no fiduciary duty to the complainant. We have acted in good faith, provided information regarding our accepted payment methods, and followed all applicable laws and internal procedures.
  
  No Legal Obligation Created by Receipt of Mail
  While certified mail was received, including one piece signed by an employee, this does not constitute acknowledgment of or agreement to the terms within the correspondence. Signing for mail is not a legal acceptance of contract terms or financial instruments.
  
  The complaint is based on a fundamental misunderstanding of commercial law and dealership policy. No valid transaction occurred, and the dealership is under no obligation to deliver a vehicle or title. We respectfully request that the BBB close this complaint as resolved in favor of the business, as the claims presented are unsupported by law or facts.
  Should the complainant wish to purchase a vehicle, they are welcome to do so using accepted, lawful methods of payment.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used electric car from Jim Ellis Cadillac in June 2024. At the point of sale, the salesperson said the car qualified for the $4K EV tax credit if I met the salary requirement. He also said post-sale that paperwork was filed with the IRS.After some follow-up questions a few months later, I was told the car didn't qualify. Also, the *** confirmed that paperwork was not ******** recently trying to find resolution with management, they did not admit a mistake was made dispite copies of communications I had. Management then stopped responding all together,

  

  Business Response

  Date: 07/07/2025

  *** Ellis was involved with the customer in selling his vehicle.  The programs that the *** has place is between the customer and the ***.  We have no involvement in the refund from the ***.  We instructed the customer to speak with the *** or his accountant. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23530149
  
  I am rejecting this response because:

  As can be seen from the attachments, nowhere was it said that the car didnt qualify for the credit. Only that its income based. 
  

  He also said that forms were submitted to the ***. They were not. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased and extended warranty of a preowned 2021 g90 i traded in the vehicle on may 27th...i contacted the dealer a few days later to see wht they needed for my cancellation of the extended warranty ****** ***** sent me cancellation form i emailed him the documents 2wks later since i sent him the email i have called at 3times a day since then and nobody has responded to my calls, voicemails or my email i even left a voicemail on the gm voicemail and still no response i just want the money i am due ASAP

  

  Business Response

  Date: 07/08/2025

  *****.

  Thank you for your patience. Here is a reminder of our response right before the Holiday Weekend. Your refund is being processed please remain patient.

  To: ****** ***** <**************************************************************>
  Subject: Re: Cancellation
  
  Makes perfect sense lol you have a wonderful holiday weekend as well... Take care
  
  On Mon, Jun 30, 2025, 3:30?PM ****** ***** <**************************************************************> wrote:
  I honestly dont know why.
  
  Since I did it directly it may be take 2 weeks  but I was accounting for the holidays  as well.
  
  I did not want to tell you 2 weeks and you receive the check 5 weeks from now.
  
  Honestly,the reasonable expectation should be 2 to 3 weeks.
  
  Apologies for the delay
  
  Have a wonderful fourth of july week. 

   

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new Hyundai ****** from *** Ellis and they only gave me 1 key. I went back later to the dealership and the sales department refused to issue a 2nd key. The sales manager claimed that the original 2nd key was gone (one of the salesmen suggested it may have been sold) and that there was a "regime change" in the interim (new **, new managers). So that he could not provide me a key because it would come out of "his pocket".

  

  Business Response

  Date: 07/08/2025

  Good morning,

  Your purchase was made over five years ago and we do not have anything in our records that show we owe you a key. If you could produce any documentation stating we owe you a key we would be happy to replace it. 

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an oil consumption issue for 2 to 3 years ago and its a on going problems. I was told the issue is fixed when ***** ******* loan me a loaner so they can figure out the issue. On Jan 20, 2025, my brakes and steeling wheel completely stop working. I took my car in, and didn't realize it at first that I driven over ***** miles with no oil in my car. But of course the dealer try to cover their end and blame it on me. I spent lots of money for the issues they came up and had it fix and was told to bring my car back in 1000 miles to check my oil consumption. My next oil change was on May 10, 2025 and driven a little over 3000 miles and had no oil in my car. I waited over 3 hours to get my oil change and they charge me for tired rotation, which I did not ask for. I try calling ******* **** and ***** ******* many times and no on has return my call yet. Also, with the issue stating last time, I paid them extra money to find out why was my vehicle under car fax stating it was 2 people owing the current vehicle I current have. I have been through the process many times that is require for the oil consumption and calling Hyundai corporation and I have NOT had any luck.

  

  Business Response

  Date: 06/19/2025

  We are currently in contact with the customer and would like to request their approval to return to revisit their concerns. The particular concern they have can sometimes be ongoing, and if every protocol required by the manufacturer in a circumstance like this is not followed to the letter, it can lead to an inconclusive response. We are requesting the customer meet with our Service Director so we can guide them and assist in the concern, if we still can. We are currently waiting on confirmation of a date and time to visit with the customer. I have attached a history on the vehicle where we feel there may have been some disconnects in communication. At the end of the day, we want to help and resolve any concern to their vehicle when the concern is present and demonstrated.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am submitting this complaint regarding a highly frustrating experience with a Hyundai dealership during my recent vehicle trade-in and lease.I traded in my Tesla, which had an Alternative Fuel Vehicle (AFV) license plate. Without notifying me, the dealer transferred this *** plate to my new lease a Hyundai Tucson, which is not an electric or alternative fuel vehicle. As a result, I was unable to receive a valid plate, and my temporary tag expired today.When I visited the *********** I was informed that the dealer had already processed the plate transfer incorrectly. Since the Tucson does not qualify for an AFV plate, I have now lost valuable time and money due to this unauthorized and improper action by the dealer. I was left waiting with no communication, no proper plate, and no ************* make things worse, the dealership had also promised that my trade-in equity check would be issued within 10 days, but it took over a month to receive it. This demonstrates a clear lack of transparency, responsibility, and customer care.I am extremely dissatisfied with the dealership's handling of my lease and trade-in process. I request that Hyundai investigate this issue, hold the dealership accountable, and ensure I am properly compensated or supported for the inconvenience and losses caused.

  

  Business Response

  Date: 06/17/2025

   

  Mr. Park,

  After interviewing the staff there seems to have been some miscommunication between you and our team and we certainly apologize. Our sales **** states she informed you that you would get your equity check after your loan was paid off and we received the title. She stated you asked her how long to payoff the loan and she stated "around 10 days" which is correct, but the I don't the time it took for your bank to send us your title she communicated properly, for that we certainly apologize. As part of our process all of our business managers ask permission of our guest before they transfer plates. Our business manager is stating that he did get your permission to transfer, but he was not aware that you had an AFV  vanity plate, and because the State system that is used to issue temporary plates and transfers allowed the transfer to go thru he didn't believe you would run into any issues. For that we also apologize. I want you to know that we take our customers concerns very seriously. We would never act in a careless or malicious manner towards our guest, and work very hard make sure every one of our clients is treated respectfully.  We are happy we were able to get all of these issues resolved and we thank you for your feedback. 

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/14/25, purchased a used vehicle. It had a check engine light that *** Ellis Chevrolet stated they would fix, and that I could pick it up later that week after the repairs were finished. Took receipt of the vehicle 4/21/25, with no check engine light. Check engine light reappeared the night of 5/20/25. Reached out to *** Ellis Chevrolet morning of 5/21/25 (31 days after taking receipt of the vehicle). They stated they would not look into the issue as it was past 30 days since purchase (despite them still possessing the vehicle 7 days after purchase in order to fix the issue). They would also not confirm to me what the original code that presented was to see if it matches the current code. The current code matches the issue that originally presented, but cannot confirm without the service records from the dealership.

  

  Business Response

  Date: 06/02/2025

  We plan on contacting the customer and setting an appointment for him to bring the vehicle in to look at. 

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ?? Terrible Experience at ************ of Georgia ******************* ??I've been a loyal ******* owner for over ten years, owning two Cayennes and a Boxster. Recently, I took my 2017 Boxster with only ****** miles to Porsche Mall of Georgia for *********** Initially quoted $1,800, I later found out $980 was just for diagnosticsand they still didnt determine the issue!To make matters worse, they didnt have a loaner vehicle, something ******* usually provides. Then they handed me a long list of recommended repairs totaling $8,000$9,000 on a well-maintained car with low mileage.This felt completely misleading and unfair. ******* customers deserve transparency, respect, and quality servicenot inflated charges and uncertainty.?? Avoid Porsche Mall of Georgia for service! They overcharge and fail to provide the premium experience expected from ******* dealerships.

  

  Business Response

  Date: 05/07/2025

  ******...we wanted to reach back out after ***** our service manager had an opportunity to speak with you. We understand there was some miscommunication from the service advisor and want you to know moving forward we will make sure it is clear what is being done and then needs to be done. The initial work we were doing was diagnostic to work toward figuring out what was going on with your vehicle. We do understand now you may or may not keep the vehicle. The recommended services we provided were after our inspection was completed to determine work recommended on your vehicle. We appreciate the opportunity to continue working with you and would love to have another shot at your business in the future. ***** has informed me he has provided $500 in savings on your current repair bill. Thank you for your time. ***** will be meeting with you this morning 05/07/25 for picking up your vehicle. Have a great day.

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GV 70 in August of 2024.I was lied to regarding some features Fast forward to this month I was contacted by their AI stating I needed to come in for my service and that I would not get the valet service and had to bring my vehicle in.I contacted Genesis directly and spoke to ******* or **** I believe, around 4/15 and she told me I do not have to bring my car in because I do have valet but it's not due yet because of my low miles.We discussed the recall and she stated someone would reach out to me to schedule and come to my *********** of this morning there was no communication on this. I called and had a time with ****. He told me nothing was available for a while for in person, and mobile is not an option. I opted for 5/27. As the far out dates he stated did not work for me.He told me valet would not be available as they are booked out until July. I asked then why do I have it? It got heated and he then tried to give me a July date. I never asked for that. I stated I was trying to get clarification. He also said I needed to understand the amount of recalls they have for the reason I can not get valet until July.When I mentioned that someone was supposed to call me and I wasn't sure if an appointment was set. He said, then why didn't you say that at the beginning of the call.He said that was in a different screen. When I asked him to look there he said he was sending an email out. I asked for a manager but wanted my appointment first...he ignored that. I asked not to get transferred blindly...but he did exactly that...Not sure who I left a message for. Then ******* called me stating she was returning my call. She set up the mobile recall...wait...what?

  

  Business Response

  Date: 04/29/2025

  To Whom it May Concern:

  I am not sure what the official complaint is based on what I have read.  I do know that we are at the customers house today to complete the mobile recall visit.  If the customer has any additional concerns I will wait to hear what they may be. 

  Thank You,

  ***** *********

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23260048
  
  I am rejecting this response because:
  

  I am so confused. How is it he only saw one thing? Did you even read my complaint?

  There was more to it then someone coming out to fix an error on your part.

  That is why I have to tell multiple platforms of my treatment, if it works for Tesla it might work for them too before they do something about salespeople who lie to get you into a vehicle and staff who are rude and unhelpful.

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/01/2025

  To Whom it may Concern:

  I have read the complaint multiple times and I see where there was some communication breakdowns however we were able to address the customers needs.  The rest of the original "complaint" reads more like a statement and not a complaint that I can somehow address for the customer.  I am happy to speak with our wonderful and honest staff about making sure we are communicating clearly with the customer and setting proper expectations.  I am also not sure where in the original complaint that the customer states anything about "salespeople who lie to get you into a vehicle and staff who are rude".  Genesis of Atlanta has done what was required by taking care of the recall.  If there are not any other concerns that can actually be addressed we would like this case closed.

  Best Regards,

  ***** *********

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to mistreatment, neglect, and emotional distress caused by staff at Genesis of *** Ellis in Atlanta. I purchased a Genesis GV80 (a luxury vehicle worth nearly $100,000) and experienced unacceptable customer service, including disrespect, miscommunication, and dismissive behavior especially as a woman, immigrant, and first-time car owner with limited ********** sales **** ***** ***, ignored my concerns about a dead battery, gave vague answers, accused me of being aggress[ive], and hung up on me. When I called the dealership, *** pushed me to go elsewhere, even after I asked to return to the original dealer. I visited in person and spoke with *****, who only offered to tow the car to another location instead of helping. The general manager, *****, also dismissed me without offering support or ********** concerns were repeatedly ignored. I made calls, sent messages, and even had a scheduled oil change mishandled the technician came an hour early during my class, wasting my time, and ***** submitted a fake feedback report on my behalf without permission.This treatment has caused real emotional harm. Ive now scheduled a psychiatrist visit to cope with the stress, and Im seeking compensation for that cost, along with acknowledgment of how poorly I was treated.Despite many attempts to resolve this, I was pushed away. This was not just bad service it was discriminatory and damaging.Desired Resolution (Box):A direct, personal apology from ****** ****** ***, and General Manager *****.Compensation for my psychiatrist visit due to emotional distress caused by their mistreatment.Acknowledgment of discrimination and failure to properly support me as a new customer and immigrant.Reimbursement or compensation for the time Ive spent making calls, writing complaints, and emotionally recovering from this experience.

  

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to the recent complaint filed by the customer.
  Our team made every reasonable effort to assist the customer with her vehicle concerns. After she returned from an extended international trip of approximately four months, she discovered her car battery was no longer functioninga common issue under such circumstances and one not attributable to any service failure on our part.
  Upon her return, our team member ***** reached out promptly to offer support and explain the process for assistance. Unfortunately, the customer responded with hostility and treated ***** in an unkind manner, despite his best efforts to help.
  Nonetheless, our service team continued to go above and beyond in addressing her situation. As a courtesy, our valet team offered a loaner vehicle. Although we arrived approximately 30 minutes early for the appointment, this was due to the unpredictable nature of Atlanta traffic. We believed being early would be seen as a positive gesture aimed at ensuring timely service.
  Following the completion of her vehicle service, the customer expressed dissatisfaction in a survey, citing our early arrival as a primary concern. Subsequently, she appears to have created multiple Gmail accounts to leave negative reviews on ******. She is now making claims of discrimination and emotional distress, which we categorically deny. These allegations are entirely unfounded and, in our view, constitute slander.
  At every stage, we acted in good faith and with professionalism. We remain committed to treating all customers with respect and integrity, and we are disappointed that our efforts were not acknowledged.
  Thank you for your time and consideration.
  Sincerely,

  ***** ********* GM