Mall of Georgia Ford - Service Center

Best Dealership Service experience I've ever had I've had three visits to this Ford Dealership Service Department. Issues that I thought they might look at me as if I was crazy...explaining squeaks o I've had three visits to this Ford Dealership Service Department. Issues that I thought they might look at me as if I was crazy...explaining squeaks or wind noise, etc. To my surprise they took me serious and found the issue the first time. I've dealt with Sterling each time and he exemplifies customer service and politeness. So often service departments can ruin a great dealership experience but that isn't the case at MALL OF GA FORD. I'm high stress when it comes to my car, so if they can please me, they can please anyone! More

This goes back to the very first time we received service from Mall of Georgia Ford. Every 5000 miles without fail we drove from the west side of Cumming to MOGF for service. This is where we bought the car from Mall of Georgia Ford. Every 5000 miles without fail we drove from the west side of Cumming to MOGF for service. This is where we bought the car so it made sense to us to handle it this way. At 32000 (back in October) I was forced to put new tires on my car because of a huge amount of wear on my front passenger tire. The driver side had some wear but the 2 back tires looked to have the same amount of tread dept as a new tire. Now understand this, we as a part of service always paid for Ford's "The Works" package which included the oil change and tires being rotated as well as a variety of other checks and balances. I had just had the car in at 30000 miles in September for my regular stuff and the tires were supposed to be rotated then. After each visit we receive a vehicle health report that evaluates the tires and the report from just 2000 miles earlier was marked green (meaning there was little to no wear and the tires were perfectly fine). While parked in our driveway my husband noticed that the CENTER of my tire on the front passenger side had the steel belt showing through. He checked all the pothers and the two back had little wear and the driver side tire did have some wear but no steel showing. He called the dealership the very next weekday and we were told to get it to a dealership close to home so we could have it looked at. I took it to Billy Howell Ford in Cumming which is closest to my home. They would not even touch it . We were told it was unsafe to drive and we needed to have it towed to MOGF since they had all the records on the tires. So that is what we did. The next day we received a call from Tony to tell us that the front end is out of alignment and this is what happens when you buy a car with Perelli tires on it. Tony even went on to tell my husband that Perelli tires are not worth the rubber they are made of' yet this is the tire Ford puts on the cars. Basically, It was our problem (even calling customer service at Ford corporate they held the same stance)and they would do nothing but offered us to buy a new set of tires on a Ford Credit card with some special financing offer. We told them in no uncertain terms that this was crazy and we would take it somewhere else for a second opinion. Here is what we found from the certified tire dealership and manager: - Front end not out of alignment - Tires had never been rotated at the dealership- this is why the back ones were PERFECT - The reason the front passenger tire was so worn was because it is where the front wheel drive train is located -That we should have had closer to 45k miles out of those tires if they had been rotated like we had paid for - Tires on cars out of alignment do not wear down the center, they wear on the edges. Mine was completely worn and steel showing down the middle. If I had not turned into my driveway and been sitting at that angel that day we would never have realized the issue until it was possibly too late. I drive my children around in the car and I would hate to think if we had had a blow-out what could have happened. Buyers and Ford owners beware.... More

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