Long-Lewis Ford Lincoln of Cullman — Attraction in Cullman

Had the vehicle brought in due to a tire leak sometime in Nov/Dec of last year. These were relatively new tires, purchased and installed at the dealership, and hadn't even made it to their first rotation. Technicians claimed they reapplied the bead to the tire, and the fix was covered under the road hazard warranty. Interestingly enough, the car was handed over for repairs with the tire at 39 PSI, and returned after the alleged repair, which the technician I spoke with confirmed requires unseating the tire from the rim, still at 39 PSI. This is not to spec, but seems consistent with your team's approach to monitoring tire pressure. Two or three weeks later I'm heading to the airport and the same tire trips the sensor for low pressure. I get the car back into the shop in January and they claim that there's a gash in the sidewall requiring full tire replacement. Then they claim the warranty would not cover any replacement due to tire wear, specifically citing tread depth. $1600 and not even a year later before my warranty is suddenly rendered invalid because you'd have to eat the cost of the most expensive tires on the market, which happen to be the only ones you stock. After contesting the grounds for refusal, and being bounced no fewer than 8 times through call forwarding which ended up with a Concierge from Muscle Shoals answering my inquires instead of the original Cullman office, the warranty was upheld and the replacement installed. The first replacement deformed before it even left the shop, and I was notified an additional tire would be sourced and installed. I was also notified of a potential issue with the battery dying, but no cause cited. The battery in question was purchased less than a year ago, and when returned under warranty was shown to still be in working order. More detail on that later. Upon return of the vehicle, all four tires held different PSI levels (31,32,33,35), and none were set to the manufacturer recommendation of 36. The battery did die a day later, I replaced it under the warranty of a third-party as mentioned above, and then the new battery died over the following weekend. I immediately sought assistance from the dealership only to be told the electrical engineer would not not be available until Mar 3. This was on Feb 2, and your rental options exceeded Enterprise by over $1000. In effect, asking me to pay $2000 for your failures. To emphasize where the fault lies on this matter, I stumbled across the cause of the drain while handing the car over to another mechanic. We performed a visual inspection of my vehicle in my driveway before they departed for potential repairs, and noted the trunk had not been fully closed. While the latch was engaged enough to prevent opening the trunk through vehicle operation, it had not seated enough to disarm the trunk light. Why this did not trip any sensor notification in the cab of the vehicle, I do not know, nor can I understand how your technicians would have made this mistake. The drain did not exist before servicing, and I have no use for my trunk. The only ones to operate that latch would have been your technicians. Upon closing the trunk fully, the replacement battery that had been drained was recharged by the mechanics, left to set overnight for drain testing, and shown to have no further issues holding a charge. Confirming the suspicion of the trunk light being the cause.

A total of 2 batteries, 6 tires, $75 in third-party services, and 2 weeks in which I had no means of transport. Not to mention the entry cost of $1600. It would've been another $370+ installation costs without the warranty.

Can't imagine why I...

I was basically shrugged off when asking for my car to be fixed after my 2nd transmission overheated. After overheating, the vehicle was making a noise which was concerning. Dealership had it for 2 weeks and I was told to pick it up and the noise was nothing. But it was still making the noise, I repeatedly asked for it to be fixed and Caiden, my rep, told me it was a VCT Solenoid and not to worry about it, it wasn't anything to worry about at the moment and to come get the car. Drove it for 1 week after pick up and the sound got worse. Dropped vehicle back off and explained I didn't want the vehicle back until it was fixed and asked for my recalls to be done. My car was put in the back of the line, which I didnt agree with considering I was lied to and told it was fine to drive. It should have been taken in the shop and looked at immediately in my opinion. I was given the back and forth go around during every phone call and greatly expressed my dissatisfaction. Then my husband stepped in. To which he told them what was wrong with the vehicle and would you know, my husband was right. They had my car a month at that point. My transmission is under warranty so I'm stuck letting Long Lewis work on my vehicle. The service department is awful. There are no loaners to give out and for me, I've purchased a 100k vehicle from Lincoln and I can't even be given a vehicle to drive. If I'm not mistaken that is part of the Lincoln experience, is to always have a vehicle if you need a service done?? My vehicle still isn't driving right after my transmission overheated but what can I do, let them keep my car for months while I have nothing to drive??? No. I honestly don't even trust that my transmission was checked to begin with when I dropped it off the first go around. My husband was concerned because it leaked fluid when it overheated. Who even knows if the fluid is at level now??? Asked for my tires to be balanced when I dropped it back off because there was a vibration. Supposedly they balanced them, but come to find out from another tire shop, my wheel was bent. If they had truly looked at my tires, someone should have told me. I shouldn't have had to take it somewhere else and PAY for tires to be checked. After the dealership had my car for a month, they didn't even handle my recalls. They have called and apologized but now I do not trust anything they say because I was absolutely lied to by Caiden the service rep. No apology from him, he had a service manager call to apologize. Even through all this, I never asked for anything "free" and I've gotten a "sorry, thats not how we do business" and a how about we make it up to you by having our mobile service come handle your recalls. Mobile service comes to my work, and I find out my seatbelts didn't pass inspection. Now tell me why a dealership wouldn't have that in stock to replace immediately?? They're seat belts and so important. WOW. I know this is long winded but I've truly never experienced such dissatisfaction with anything service related. I'm not better than any other customer, but I do believe more could have been done to make up for my...

TLDR: passed literally 20+ dealerships on my 1 hour+ drive to come buy from them. Do it, you won’t regret it!

The whole crew at Long-Lewis Ford of Cullman were amazing! Brian Baker went above and beyond - going as far as spending 2 hours on the road to bring the truck I wanted to see from another dealership, closer to me so it was easier for me, not knowing if I was even going to actually buy it or not (which I did end up buying).

The whole sales team went above and beyond. They gave me more for my trade-in than anyone else (by $1,500!). Sounds great right?… not only that. They gave me a better price on a HIGHER trim level than anyone else could do on a lower trim level. I spoke to 6 different dealers about one specific truck, who all said I couldn’t get the specs I wanted in a truck for what I wanted to spend. Went to Long-Lewis and ended up getting MORE features and a higher trim level for less than what the other dealers were offering for a lower trim with less features. That’s on top of more for my trade too!

Haley Sasnette, the sales and finance manager, was amazing. Super friendly and had us in and out of finance super quick. She was really knowledgeable and never once tried to push any of the extra add-ons like most other dealers do (she offered them, but was never pushy or anything when we declined them). Which was a huge relief.

Overall, I shopped around for over a month and what seemed daunting and difficult with other dealers, they made it easy, quick, and I actually came away with more for less. They didn’t try to play games, they were straight to the point and honestly did the best they could at every turn.

10/10 team. 10/10 people. Would definitely buy from them again with no hesitation. If you’re in the market for a vehicle, give them a call and you won’t regret it. Be sure to ask for...