Mall of Georgia Ford - Service Center

There has to be a more efficient way to run a service department. I purchased a new 2013 Explorer in Feburary. On March 6th my husband took the car in to the service department because the 2nd row air b department. I purchased a new 2013 Explorer in Feburary. On March 6th my husband took the car in to the service department because the 2nd row air bag seatbelt was broken. The service advisor had to order the part, and we had to come back another day to have the seat belt fixed. My husband returned on March 13th and waited an hour and 1/2 for the seat belt to be replaced. On July 22nd I called the service department to let the advisor who took care of the seat belt in March know that it was broken once again. His name was Rick Gerace, and I was told he no longer worked at Mall of Georgia Ford. I spoke with John Shaffer. I explained my situation and wanted him to order the part so I wouldn't have to bring the car in two times. He informed me that I still needed to bring the car in. He said they weren't too busy and that it would take about an hour and a half. I arrived at 9:30 with my 4yr old twins. Two hours later after John checked in with the "technician" they confirmed that the seat belt was broken. He said he would order the part and it would be in in a 2-3 days. My children were ready to go, but I felt that it was unreasonable to have to wait 2 hours for someone to tell me that my seat belt was broken once again. I was also concerned about the safety of my kids. This seatbelt was broken 2 times already. Now one of my twins hadto sit in the third row seat. Were there any other issues with the airbag seat belts in other Explorers? All of these thoughts ran through my head as I was driving home. I called John to express my concerns and left a message. I also asked the operator if I could speak to th manager. I left messages on both voice mails. I did not hear back. On July 24th I still had not heard from the service manager or John. I called to see if the part came in and to express my concerns. John said the part had not come in but he would get Back to me if it came in the afternoon. In response to my safety concern about the seat belt , he said once it is fixed it will be safe. He was not sure about getting different kind of seatbelt put in but I could ask the manager. Once again, I left a message for the service manager and did not receive a call. Later that day, John called and spoke with my husband. They set it up so I would drop the car off Thursday night and it would be done Friday morning. They also scheduled a routine oil change. Friday, July 26th at around 2:00 John left a voice mail that my car was ready. I arrived at the dealership around 5 to pick up my car. I waited in line at the check out only to be told my paper work is not ready. The lady at the check out called John he didn't Have a clue who I was. I told him my name and he gathered the paper work. I then expressed that didn't understand how it took from 7 in the morning until 2:00 to replace a seatbelt and do an oil change. I also explained that I didn't understand why it took 2 hours for a "technician" to tell me my seatbelt was broken for a second time. He then took me to the service manager. Mr. Avery the service manager was completely unhelpful. When I expressesed my concerns these were the responses I received. "You could have waited 5 hours..." You made an appointment with the service advisor he doesn't know how long the tecnicians will take..." " I've run several dealerships and they all run this way..." "Look here with your mpp plan you could have gotten a rental... " " I see 150 customers a day...." "I only repair the cars..." The message I received from Mr. Avery is that he really doesn't care. A seatbelt should not break twice in a brand new car. It should not take two hours to diagnose a broken seatbelt. It should not take 7 hours to repair a seatbelt and compete an oil change. A service manager should treat a customer with respect. There needs to be more communication between service advisors and tecnicians. I notice a lot of positive comments in the sales dept, but the service dept needs some work More

The staff is incompetent. The only competent person I dealt with in the sales process was a finance person named Demetrius--who was let go probably because he stood up for a customer who was getting the dealt with in the sales process was a finance person named Demetrius--who was let go probably because he stood up for a customer who was getting the runaround. Left messages for general manager and his assistant and STILL have never received call back....after 2 plus weeks. Took my car in for warranty repair and the service department gave me the run around as well. These people are incompetent. Very disorganized and misleading in every conversation. While getting my warranty repair, I was pushed to the front of the line and then heard service advisors saying "this is bull"$&*" about me getting service first. Wow- how unprofessional. The service advisor tried to make me feel like he did me a favor when he's really doing his JOB. He told me he did it for me and that his coworkers were mad at him. I don't care! Then... to take it in again when I had an appointment for the repairs to be done- they hadn't ordered the part they needed...but they're doing me a "favor" once again. The service manager was condescending , argued, and interrupted me when I spoke. It wouldn't be surprising if this dealership went under because every step of the way---it has been headache after headache. Wishing I had bought my car elsewhere! I'm sure any response to this will be as argumentative as every other conversation I've had with every other associate. More

I write this review in hopes to express how shocked and displeased I am with Buford Mall of Georgia Ford. Being a 24 year old female, I know to be cautious of the overly pushy sales people/mechanics... bu displeased I am with Buford Mall of Georgia Ford. Being a 24 year old female, I know to be cautious of the overly pushy sales people/mechanics... but I would have never imagined that a service department, of a dealership this size, would tell me multiple lies and try to cost me $1500 more, than what I actually needed to spend. Last week, April 2013, I went in to have routine maintenance done on my truck. I wasn’t hearing any strange noises but just figured it was time that my brake-pads should be replaced. -30 minutes after them looking at my truck, a representative was explaining to me that I had completely destroyed my brake-pads AND rotors. -Because I went in for “routine” maintenance and take great care of my vehicle, I thought it was strange that my brakes were that bad. After questioning the technician, and being given a $1700 “invoice” that was written *on a post-it-sticky-note*- I decided to get my vehicle straight home, the rep warned me that it would be dangerous to leave the dealership. I was also told, before I left, if I would let them use generic parts, the cost could be dropped to ~$1300. Still, I made the decision to drive my truck straight home and get another mechanic to come out to my house and give me a second opinion. The next day when a different mechanic came out, he pulled all four wheels and tires (according to him Ford had bolted the wheels back WAY too tight) and told me that it was “near time to change the brake-pads but they were not even all the way worn.” He assured me that NO damage was done to the rotors and the “routine maintenance” I was initially hoping to have done, was all I needed. I hope that Fords attempt to SCAM me out of $1400 and my detailed review of the situation, will discourage anyone from going there and letting them have a field-day with your wallet and hard earned money. More

Simply put, STAY AWAY FROM THIS BUSINESS!!! The details are really too numerous to go into in this review, but I just would like to briefly advise people that value customer service, that value commitment are really too numerous to go into in this review, but I just would like to briefly advise people that value customer service, that value commitment to the customer, that value a “with you to the end” attitude or just basically like to get what you pay for, do not count on any of those from this dealership. Basically, I bought an Edge new in November 2010 and the Sync/My Ford Touch system has had many, many, many issues since that time, even making it un-drivable. It may have gotten fixed last Friday 8/5/2011, but the only way it got to the point is because I made it happen. More than 50 total phone calls, emails and service visits later and it may finally be fixed only because I “harassed” them into fixing it, to use their words. If is very possible that the issues are actually Ford’s problem, but the fact is that I bought the vehicle from the dealer, not from Ford, and I expect the dealer to stand behind it no matter who’s problem it may be. I experienced an attitude of “don’t bother me” and a sense of “I don’t have time for this” from service advisers to the general management level. Not one employee went out of their way to make this right. I will admit that when I escalated this to Ford “Customer Care”, it didn’t get any better, but I will save those comments for the proper forums. A clarifications to the above, the dealer did perform an update that may have fixed the issues as stated above and did perform an oil change at no cost to help with the situation. A little late, but a sign of at least trying to make things right. A Ford employee (not a dealer employee) did take offence to what was stated above, although I very much understated the situation and didn’t go into the details of what we have really been thru in 9 months and she took the situation from really bad to even worse, so you bet I will address this in the proper places on the internet. Funny thing is that I tried for 173 minutes(several phone calls)today to get in touch with someone at Ford that may really care about our situation and was road blocked at every turn, it always came back to the same person that obviously doesn’t care about us. Bought my first Ford in 1981 even before I had a license, I have owned many and driven many as work vehicles, because of the lack of customer care, this will be the last Ford I buy. More