I had an appointment last Saturday morning for a 60K mile service and to check on the engine light (emissions) error message. I arrived at 9 am and was told that the 60K service would take at least 4 hours and cost $700. I decided I didn't have time to wait 4 hours (and wasnt prepared to pay 700 for it) so I asked them to do an oil change instead and I would reschedule for another day when I had more time. People who came in well after me were getting their cars back fairly quickly. After waiting three hours, I finally flagged down Mike the service manager, and asked about the status of my car. He said that it was probably ready and that he had a lot of paperwork on his desk and my paperwork was probably in there. Interesting since every person waiting (except me) had been checked out already. He came back about 15 minutes later to ask me my name. After about another 10 minutes he said that I needed a part to fix the check engine issue and it would be $550 and the part should be in Tuesday. They would call me. It's now the next Saturday and they never called. It took 3 hours for an oil change and to check an engine code, and it apparently would have taken much longer if I had not asked about my car. To be honest, I'm not even convinced they did the oil change. I was told they weren't charging me for the oil change and i got no paperwork when I left. Nothing. So how do I know if they did anything? I'm taking the car somewhere else to get the emissions problem fixed and to do my 60K service. I'm betting it won't cost $700 and $550 either.
Went to get oil change and tires rotated aswell as for them to check to see why my car was having troubles starting and after waiting 1 hour and 30 minutes they told me I was done and when I got into my car it wouldn't start. I went up to my service adviser and he came to take a look at the car and after he realized the car wouldn't start he called over the tech that worked on my car and the worst thing to hear from the tech that worked on your car say was said " so where's the battery" and he couldn't find the battery in the car he just worked on and did a 10 step inspection on so they called another tech and even he couldn't find the battery and it wasn't until they asked the head tech to look at the car to find the battery. The car is only a 2015 mustang not some hybrid with the battery in the trunk. It shouldn't have to take 3 techs to find a battery. Plus if the inspection was done in the car why would the tech who did the inspection not know where the battery is. Once they figured out the car needed a new battery the techs didn't even put the battery in instead the service advisers did which I heard them whispering which sounded like they didn't know what they were doing and now 4 days later a check engine light has popped on. Probably my worst visit at a dealer yet and i visit dealers daily for Work and by far this one needs a lot of work to do with its service department on giving their customers a quality service.
Very friendly, welcoming and helpful staff, but wasted a good part of my weekend due to misinformation. Sales rep convinced me the previous year model of Ford fusion SE I was looking for was in my budget, but on the day of purchase; gave me a drive out price which was almost 6k above what was previously agreed and displayed on the website. I loved the car but was left totally disappointed as I wasted 2 days doing multiple test drives in night and day with my wife. Could have let me know the right price the first time.
*Update seeing how Glenn the service director and Bill Howell felt about the situation seems to make this situation just a rare occurrence that happens and they did everything in their abilities to make the situation right by fixing the problem. Seeing how they felt about the situation tells me that they do care about the customers and how they want everything done right the first time.
I had a 9:30am appointment for an oil change/ tire rotation. When I arrived, the lady told me it would take an hour which is understandable. Over an hour and a half later, I'm still sitting waiting on my truck. This wouldn't be upsetting if I didn't have an appointment. I've walked outside, and have noticed my truck in the various stages off the work being done. I also noticed the service guy working on my truck, walking around texting on his phone for the majority of the time. Maybe less phone and more work to ensure a quicker turn around for your customers? Just a suggestion.
I have bought two used vehicles here. These people are great! They do not pressure you and help keep your payments realistic. One vehicle had some radio issues, they paid to have it repaired. No hesitation. SAM was out sales person, he was easy going and informative about my new vehicle. I would go back there again for my next car and would refer my friends as well
Billy Howell Ford Lincoln is a US Car Dealer based in Cumming, Georgia. Billy Howell Ford Lincoln is located at 1805 Atlanta Hwy, Cumming, GA 30040, USA.
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