Mall of Georgia Ford — Local services in Buford

My experience with MOG Ford service center was truly terrible. I came in for an appointment that I had made over the phone the day prior, and that was apparently the wrong thing to do because they have a “3rd party”(or something of the sort) that sometimes takes calls and they unfortunately “aren’t fully educated on the services provided”. We arrived at the service center and were ignored for some time while plenty of employees walked by completely unbothered. Once someone decided to acknowledge us, we told them what we were there for and she directed us to walk down to an “available associate” who will be able to check us in for our service appointment. We did as she said and walked down to find someone to check us in and were once again ignored. There were no other customers waiting to be checked in and every desk had an associate at it. An associate finally asked us “uhh do you guys need something” and seemed annoyed that he had to even ask. We let him know what we were here for and his response was “your appointment is at 4?!!? Well we’re closing soon and I’m not closing so….let me see who else can help you”. He then looked up my appointment and pointed me towards Mateo and were told he is going to be handling my check in. We walked over to Mateo who also seemed annoyed that he had to stop the conversation with his coworker to help us. We told him we had an appointment that we had set up over the phone to get an issue with my transmission fixed and that the person on the phone told us it was covered under the warranty that we saw online. Apparently the issue with the transmission is a well known issue that NUMEROUS other ford owners have experienced. Mateo immediately shot us down stating that whoever told us that over the phone was wrong and that it’s not covered and began to talk down to us as if we just couldn’t comprehend what he was saying. He then pulled up the warranty and told us that we missed the expiration date….by one month. We went back and forth for a good amount of time voicing our concerns with the safety of the vehicle, being lied to, being treated poorly and all he could say was “sorry that you missed it by thattttt much 🤏🏻” in a mocking tone. We left once we understood we were not going to get any help from this place and the people working there.

All in all, ford apparently makes poor quality cars, doesn’t fix their mistakes, and doesn’t care about working with their customers to even find a middle ground. Extremely shady business with zero integrity and I can’t wait to see what lies ahead in terms of recalls and lawsuits for ford.

(This is all coming from someone who has worked customer service for 6 years and understands all that entails so please trust me when I say SAVE YOUR TIME AND MONEY AND GO SOMEWHERE ELSE. This establishment will only lie to you and treat you like you’re...

I bought a brand new F-150 from Mall of Georgia Ford a few months back and a few weeks ago I decided to take it to them for it's first service appointment, because why not?

Since I live well inside their complementary shuttle range I asked them if they would drop me home and they did. I got a call later in the morning that my truck was ready for pickup so I asked them if they would send a shuttle and they said it would be there in 10 minutes. After standing on the side of the road for 20 minutes, I called them back and inquired if everything was okay. They said yes, the shuttle should be there in a couple minutes. 20 more minutes on the side of the road and I called them again. They didn't know what was going on but by then I had spent my lunch break waiting and couldn't wait any longer and since they would be closed by the time I was finished with work I was left without a vehicle that night and the next morning, which ruined my plans. Not ideal.

They asked for my feedback and I gave it to them. Billy Heinlein (great guy) reached out to me and apologized for the experience and offered to make it right on my next service appointment and to please let him know if there was anything I needed. I was still a bit skeptical, given what had happened, but anybody can make a mistake, right?

A couple of days later my TPMS informed me that one of my tires was low on air. I figured that it was due to temperature changes, no big deal, I'd just put some air in it and move on. A few days later it did it again. I have had issues in the past with new tires slowly leaking for a while and then sealing up tight so I thought maybe this was the same thing, just inflate and wait. After having to reinflate the tire twice a week for a few weeks I decided enough was enough and contacted Billy. "No problem" he said, "reach out to Mateo and we'll get you taken care of."

After 3 times calling and missing Mateo without a single callback, I finally got him on the 4th try. I introduced myself, told him that Billy had directed I reach out to him specifically and started to describe the problem I was having. "Woah woah woah," he interrupted me, "who's paying for this? You could have damaged the tire before you brought it in, or since then. You could have run over a nail on your way out!"

"Given the timing, is it not also possible that the tire or valve stem was damaged while it was in Mall of Georgia Ford's possession?" I asked.

"No, not really." was his reply.

You'll get no service from this dealer, I recommend taking your business and hard-earned money somewhere that will take...

Would have been 5 stars if I didn’t have to deal with the service department for a truck bed cover owed to me during the purchase. Sale with Scott Marshall was great. However, called service department after 10 days to inquire if cover came in yet (was told 7-10 days). They could not locate the order. Was then told it would be 10 days.

After finally being installed, I went to pick it up but they installed wrong cover (soft roll up vs hard roll up). Service advisor said it was correct even though I showed him my emails with sales person. He then proceeded to tell me the one installed was better than the one I wanted (more waterproof). Said they were right and I’d have to deal with sales.

Fast forward a couple days, I’m now sending emails with pics and video to person in charge of customer service in sales that clearly show the wrong cover installed. I had to drive back so they could see it for themselves. Drove 30 minutes for service/parts mgr to look at it and say yes, it is the wrong one. Told to bring it by the next day and they would install the correct one and would give me a loaner for the few hours it would take.

Next day went by at lunch and dropped off truck. Returned at end of only to be told (by original service advisor) that it wasn’t ready and the part hadn’t even arrived yet. After I argued the part should already be there (per parts manager from the previous day), and another advisor also confirmed the part was in the back, he went to check. He returned with work order showing it was supposed to be finished by end of day and blamed the technician.

Sales person who collected my loaner vehicle offered to drive my truck to me the next day, which he did.

Overall, shout out to Scott Marshall in sales for great experience, Billy HeinLein in customer service for attempting to resolve issue, and Isaiah in sales for delivering my truck. Terrible experience with service advisor (I’ll spare his name) who was only concerned that they were right and I was wrong. Zero customer service during any of my interactions with him and seemed more annoyed at the end that I was actually getting my correct bed cover (at least, that was my impression). My rating went from a five down to a two because of all of the hoops I had to jump through to get them to agree they installed the wrong cover, plus, no response from management or...