Billy Howell Ford, Cumming GA

Today I worked with Tony Sexton in Parts on trying to locate a part that has been damaged in a wreck for my Lincoln Corsair. I basically interrupted his morning helping me search all over the country to have the part shipped to Georgia. Tony went above and beyond to help me. His patience and ability to stop what he was doing to help me was greatly appreciated. Kudos to Billy Howell and their excellent team in all three areas, Sales, Service and Parts.

Do not buy that warranty or get service here. Complete joke my transmission faulty after year buying a car here, had take somewhere else that found the issue. Complete headache

IMHO, the service as gone down quite a bit in the last few years. I just had my F150 tune up service done. The tune up service only consist of changing the spark plugs! Usually it includes a lot more than that, and it took over 4 hours to do that! 6 plugs = 4 hours and $474! And the service reps are unhelpful at best, especially Jordin! Very rude young lady! Needless to say I will no longer take my truck to be serviced there not will I buy my next truck from them! Looking through the reviews I see the owner responding to good reviews only. Bad customer relations!

I live in Delaware and went on a search for a specific truck which led me to Billy Howell Ford in Georgia. The salesman I dealt with through text wasn’t necessarily the greatest and would not recommend him but in my case I didn’t have to be sold a vehicle, they knew my intent from the gate was to drive down and pick up a vehicle that I found online so I assume at that point the salesman can take a backseat but my experience with the staff especially in the finance department was spectacular and was even offered breakfast when I arrived after my 12 hour drive to pick up the truck. Everyone there was very professional, personable and respectful. Clearly customer service is a top priority of Billy Howell Ford. Now the question is would I purchase a vehicle from Billy Howell Ford again? Yes, I would buy from them again mainly because of the customer service aspect and they do have a nice selection of vehicles. Thank you to everyone at Billy Howell Ford.

Service department is not good. Expect to wait 4 hours if you have an appointment for need a tire rotation. The service advisors aren't helpful. The upsells are comical. This is not an honest service shop.

From my initial online find of the Aviator with online chat to my visit the experience was flawless. Working with our salesman Luke was a pleasure. His approach and efforts to meet my requests was appreciated and professional. The buying experience was easy and low pressure. The finance manager did a great job as well in getting us the best deal available. I'm definitely impressed with this dealership. Looking forward to a long working relationship. Larry Holman

From the time I inquired about the vehicle online to the time I walked out the door I was provided with excellent customer service. Daniel was a great sales person and ensured that every need I had was met. Even when there was a hiccup with the vehicle the following morning, Daniel jumped right on it and ensured that it was addressed quickly. I can not recommend this establishment enough. I have bought plenty of cars over the years and this is hands down the best experience I have encountered.

Oil Change service on my Lincoln. Made sure everything was good. I didn't purchase my vehicle here but because the dealer no longer was a Lincoln dealer, I called Mike Kelly and he made sure my Aviator was done correctly. Love the valet pick up and delivery option. Great communication from the dealership.

Have couple recalls on our vehicles, contact with the service department and they offer the homw visit service,
Stunning great, not only on time but extreamly profesional, as well courteous
One more hit from the howell family
If you need a service they come to you
Its fastee and more reliable
Recomended 100%
Thats what a real customer care its about,
No wonder why they are way better than any ither firs dealer

Our sales experience here was fabulous, and our experience with the service department is ONLY good when dealing with Mike Kelley. He communicates needed info whether it's good or bad. He simply shares details so I can then make the best decision for myself, vehicle and time. Today I had a scheduled oil change and tire rotation. Mike Kelley is out which i knew when scheduling, but I figured this would be pretty easy and routine. I arrived at 8: 45AM and then went to find someone shortly after 11AM to determine how much longer it might take. I was then told a tech hadn't shown up and that my type of service is expected to be 3.5 to 4 hrs today. I wish that would have been COMMUNICATED on the front end. I then was offered a courtesy ride.again would have been best mentioned on the front end. It's now after 12PM and I'm still waiting in an empty waiting room. I'm waiting for the punk'd crew to walk in any minute!

I have had a few "tough" situations with my truck. None at the fault of Billy Howell and they have always worked hard to find a reasonable solution. Case in point, they fought Ford on my behalf to help with an out of warranty topic. They truly are an old-school, small-town dealer.

Also, if you aren't using the valet service for your oil change, you are missing out. What.a. Convenance! They came to my house, picked up my truck, took it back to Billy Howell, and dropped it back off at my house. It does not get any easier than that!

Randy is fabulous and has sold me my last two cars. He is not pushy and he tells me truth and he is an honest guy. I won’t by a car from anywhere and/or anyone else. He’s like family and Billy Howell gets me the best deals as well. All the people that work there are so nice and helpful.

"Home of the $930 Radiator hose repair special". Yes, they charged me $930 to replace the radiator hose and a clip on my F150 (this hose is located on the top of the engine). The service technician said that it took 4 hours of labor for this repair. Not to mention that I dropped it off at 8: 30am in the morning and they didn't look at it till after 3: 00pm. By that time they didn't have the time to do the work and I had to leave it overnight. Avoid this place, their "service" is questionable at best.

WOW! Talk about lack of commitment to their customers.

This is very disappointing! On 8/9/23 I had my 2012 F-150 King Ranch picked up at my home for repairs at Billi Howell Ford. The pickup experience was nice and impressed me. I also received email (appears automated) from Mike Kelly stating they had received the truck. The request was to diagnose engine light and research various other electrical issues occurring sporadically. For example, the rear camera going offline, SYNC system disconnecting or resetting +USB not connecting to my phone, steering wheel controls misbehaving, etc.

Obviously I would expect this to take some time. On 08//11 I called Mike 3 times and wasn't able to reach him. I don't remember if I left voice message or not. But then called him again on 08/14. Talked to him for a bit and he indicated that they were waiting on a part and that there was nothing they could do about the camera because it has been on back-order for over a year. So I decided to ask, since the truck is there to get estimate cost of doing general service maintenance. To which he gave me some fairly high cost for radiator flush, transmission fluid and spark plugs replacement. I told him I would consider it and to please let me know the status of the electric system troubleshooting. On 08/16, since I have not heard anything from Mike I decided to drive by there. Went in around 4: 30pm and was told that Mike was already gone for the day. Yesterday 08/17 I called again and left Mike a message to call me back. Today, no call! A few minutes ago I called him.got his VM; so, I hung and called him a 2nd time. This time he answered. Needless to say, by now I'm obviously not happy at all.

Now he tells me that they are still researching, that it is hard to find issues on these older models and that it will take some time. I expressed that I was hoping to have the truck by now. He then tells me that the original technician was out with the Flu and that they had just assigned a new technician to work on the truck and should be working on it on Monday (08/21).

I now insisted and reminded him about keeping me up to date on whatever might be going on with the truck. Also that in my opinion it is not acceptable to not even return my customer calls.

So far Mike set set no expectations, provided no communication and has instilled a horrible customer experience! I am getting a bit tired of chasing after him trying to get the truck taken care of.

I will now give them until Tuesday (08/22) morning and if I don't get any positive feedback I will have to demand my truck back and just take it elsewhere. It is my fault for not reading reviews here. I see a pattern. The sales experience seems to have great reviews and positive comments; the service experience however.seems to be as bad or worse than mine. Bill Howell Ford should be ashamed of the low level of customer satisfaction. Again. I am so very disappointed.

Today is Monday 8/21 past 6pm - I called around 5 to check on status - at this point I just need my truck back. Of course Mike is on phone call and he is the ONLY one who can check on the truck's status and give me feedback. Well, no call just yet.

And as expected 11am - no call from Mike (or anyone). Called, he answered that he was busy with another customer. "Call you in a couple minutes" he says. 15/20 minutes later I called service number and left a message to have my truck ready that I would be there in about 45 mins to pick it up.

He now calls to tell me about all the electric sensors the technician identified as faulty and cost close to $800 to fix. I got there; he then gave me some paperwork and send a young kid to get my truck.wait some more. Along comes this other guy passing by and tells me they are still looking form the truck. WTH! So a few minutes later I take a stroll around the building, found my truck and the kid tells me it is ready but he had to jump start it. I just got on it and left. I could not take any more of the nonsense. This raised to a level of incompetency I have never seen before!

Brought my car in for service and couldn’t be more happy with not only the exceptional service on my car but the customer service by Kelly Mullinax;was amazing! Will definitely be back and recommend to everyone to go here if you want quality work and an excellent customer service experience! Thank you again to you Kelly Mullinax for taking such great care of me!

Worst experience I've ever had with customer service in any context. I booked a reservation two weeks out. It was supposed to take 2-3 days. I had a long list of issues. Some really easy fixes, others more detailed and time consuming. They kept my truck for four full days and never did a thing. Not a thing. And when I went to pick it up b/c I had to drive out of town, no apology. No offer to make it up to me somehow. Avoid these people at all cost.