ComplaintsforBilly Howell Ford Lincoln

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August 2023 and September 2023, I had some work done on my car which was under warranty.The rental car was needed since the **** dealership (Billy Howell ****) did not have a loner car for me to use. They asked me to rent from either Enterprise or Hertz, up to a mid-size SUV vehicle. No price restrictions were provided to me.They gave me instructions on what I can rent and I followed their directions. However, they pushed me around on the refund. They would not even respond to my emails/calls many many times.Finally, they did respond to me on April 30, 2024 saying that they will only refund me $592.91.Below are details on the rental charges that I am asking them to refund me:- Total refund due to me $847.01 - August 22 thru August 25: Rental cost of $191.00. Within the guideline provided by Billy Howell **** (*********************).- August 28 thru September 1: $427.57. Within the guideline provided by Billy Howell **** (*********************).- September 1 thru September 8: $228.44. Within the guideline provided by **** Company (********)I have attached copies of the work done on the car, as well as, the rental car receipts.

  Business response

  05/21/2024

  After reviewing the customers situation, we realized the service advisor ****** had provided him with misinformation regarding his rental reimbursement amounts and /or limits. **** did offer a reimbursement credit of $592.91; we will make the customer whole in the amount of ********* check was processed on 5/20/24 and was mailed to the customer at his residence on file.
  

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Do not purchase a vehicle from this dealership. I would give zero stars if possible. I have been dealing with several issues that they caused and are refusing to take care of. I may have to take legal action due to their irresponsible and shady tactics. I purchased a vehicle from Billy Howell **** in January and got a ticket 2 weeks later from an officer informing me my windows and windshield are illegally tinted. The fact that the tint was illegal was never once disclosed and they still sold me the vehicle with illegal parts. Not to mention, when I purchased the car they took it in the back to take off the stickers and whoever did so, tore the windshield tint. It still had sticker residue from where he scraped it off and the salesman told me they are not responsible for it. The salesman originally tried telling me they took off money for that, but I quickly reminded him that he repeatedly told us the car had a "no-haggle price." He obviously knew he was wrong and apologized, saying he did in fact state that. I argued with him for a while only for us to still disagree that they should be responsible for fixing the tint. The salesman shared the contact info for a window tinting shop down the road from them but they expect me to foot the bill. I will go to get it priced and come back with the quote for the dealership to handle. If you (the dealer) read this before I get there, have your manager ready because this is not how you do business and you should never treat a customer this way (especially when you sell them a car that is illegal on the road without disclosing it, only to refuse to fix the issue). Hands down the worst car buying experience I have ever dealt with. They have lost any of my future business and all the business of those in my circle, along with their friends as well. I did not want to leave a nasty review, but I have given them ample opportunities to make this right before making it difficult for everyone.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me set the tone for the information I'm going to share with you about your service team.Approximately, 6 weeks ago, I brought my car to your location for service. The issue was that the car/suv would not stay cranked and we couldn't figure out what was happening with it. After a couple of discussions with your service team it was determined that it could be a few issues. We have literally been waiting for weeks for our car to be returned.After several promises to f/u with us...Our original service guy quit! The Service Team proceeded to tell us how long other customers have been waiting, which as a customer we don't care about.Now, we have been waiting for a few weeks for an update from **** Spayed. WE have left several messages with no response. WE also reached out to our Customer Advocacy Specialist at **** to f/u with your team and we have gotten very little information other than the part is ordered and we are waiting.This is absolutely ridiculous. Do we need to reachout to the BBB and Attorney General to get some visibility on this? I just want my car back. That is not too much to ask or just some consistent updates. I'm a very patient person but this is unfortunate.As a customer service professional in my field for over 30 years, expecting a customer to wait 6+ weeks to get their car back is unheard of! We still dont have a car and no clue when we will get it back.

  Business response

  08/03/2022

  The customer is correct that the vehicle was here for approximately 6 weeks from the time it was brought to us, after another shop had replaced a number of things trying to correct intermittent starting concern. Our technician evaluated the vehicle, performed all relevant tests, worked with **** engineering hotline for additional diagnostic help. Hotline instructed us to replaced the powertrain control module, and retest. The module had to be ordered thru the manufacturer, and unfortunately it was back ordered and took a couple of weeks to arrive. This module was covered under their active powertrain warranty so there was no cost to the customer. Once the module was installed, it still showed the same symptoms as before. Our technician continued to search for the cause and isolated the problem to the starter motor. The starter was one of the items the customer had some else replace, prior to bringing the car to our shop. The starter was not covered under any warranty from **** and would have been the customer's responsibility to cover the cost of it and the installation, however, we were able to reach out to **** customer care and submit a case to them and they agreed to cover the cost of the new starter if would would cover the labor cost. I felt this was a very generous resolution, I called the customer and advised him of our findings, and conversation with **** that he would not have to come out of pocket for any of the repairs. I also informed him that the starter also had to be ordered, and would take approximately **** days for it to arrive and once it did we would prioritize the completion of the repair. Unfortunately, due to ongoing supply constraints in took over 2 weeks for it to arrive. Once here, we installed it the same day. Our technician verified that the repair corrected the concern, the customer was notified the vehicle was fixed and the vehicle was picked up by them the day after we left them know it was completed. They paid $0 for the repair. 

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