Complaints

This profile includes complaints for Long Lewis Ford of Cullman's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Long Lewis Ford of Cullman

  5255 Al Highway 157 Cullman, AL 35058-5931

  
• 

  Long Lewis Ford of Cullman

  201 S Court St Ste 310 Florence, AL 35630-5688

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident occured on October 9, 2024. I took my **** F-150 to Long Lewis to have the oil changed and to be checked for a problem I had with the accelerator. They told me it would cost $225.00 to get an electronic diagnosis, so I agreed to that. When I returned to pick up my truck, they said they were unable to specifically diagnose the problem. They proceeded to charge me the diagnostic fee, which I paid. The next day, I called the service manager, I believe his name is ***** ******, and he agreed that I should not have been charged for the diagnostic fee. I did try to dispute the charge on my credit card, which I ultimately could not do, since part of the credit card charge was for the oil change. I have documentation to show the charge was first disputed and then reversed. I have called Long-Lewis multiple time to get this resolved, and not once have I received a return call or a resolution. This is a company that I have used for years, and am very disheartened at their total lack od consideration.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2017 f-250 lariat to have recalls fixed and after they fixed them they could not get it to crank to get it out of their shop they said 6500 to fix it and when i told them i didn't have 6500 they said they could possibly have it towed to my house for me I think they broke something and won't admit it and trying to charge me that much money when my truck was cranking and running fine until they worked on it They have had my truck since August I need some help on what I can do to make **** ******* make it right?I can never get them on the phone or to call me back

  Business Response

  Date: 12/05/2024

  12-5-2024 *. **** with BBB called company and spoke with Mr. **** ******* regarding this complaint. Mr. ******* said they brought your truck back in, put on a water pump at a very discounted price and he believes everything is fine now.

  Please confirm that you are satisfied.

• Initial Complaint

  Date:05/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Violated 15 usc 1605 and took a cash down payment from me and I talked to the lender they said what the dealership sent them there was no down-payment added to the totally finance charges. Also the sold me a lemon and have refused to fix the issue at all and are wanting to charge me 1700 dollars for repair that should have been under warranty after taking it in 4 times for the same issue

  Business Response

  Date: 06/13/2024

  After reviewing the paperwork, it was determined there were no violations. The customers down payment was reported and was reported correctly on the contract to the lien holder. The customer had a warranty that is expired. May 29th 2024 was the first visit with the current issue. We have serviced the customer previously for routine maintenance. As always, we appreciate all our customers and would be happy to repair the current issues at the price quoted on May 29th, 2024. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21775901
  
  I am rejecting this response because: I had my legal advisor look over the documents and even talked to the lender and they said they never required a down-payment to approve the loan and not mention there was a recall on the whole emission evap system they failed to fix that just reset the codes it was never once repaired when I told them before it was messed up.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/26/2024

  The customer's warranty has expired however we will be happy to complete the repairs at the price quoted. The customer is happy to call our dealership and schedule an appointment at his earliest convivence . We have called the customer with no response back after receiving the BBB Letter. We look forward to working with the customer. 

  Business Response

  Date: 06/26/2024

  We are unsure of what refund the customer is requesting. He has not had the work completed yet. His vehicle is out of warranty. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21775901
  
  I am rejecting this response because:
  They owe me a whole new vehicle due to the fact they sold me a lemon and the car has several recalls for several mechanical problems and engine problems there only just patching 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (1st Service)Reached out to my local **** dealership to perform recalls on my 2016 **** F150. I was having issues with my driver door (ONLY) not wanting to unlock and the recall was for the actuators and power supply to doors. I,only had problems with the one door. (2nd Service) I drop the truck off and later pick it up. I arrive home and discover that the back two doors will now not open at all from inside or outside and not only will they not open at all but now they will not unlock not even manually or with key fob. NOT BEEN AN ISSUE! So I make contact and reschedule another appointment. (3rd Service) Take the truck back and now they keep it three days. Say that they have to order cables for the doors. Pick the truck up again after three days and I arrive home and yes the right rear passenger door will not open again but this time you can pull the handle from the inside and open but from the outside it will not open. (4th Service) So I call again and take it back but this time they tell me that the door latch is broken and will COST ME $400. How does one go from working correctly when this all started to now its broken after it has been worked on by the dealership. Major issue here with this. And while speaking to one of the employees they stated that they did not replace both cables in the two doors but only one. The Service Manager basically said it's my problem and not theirs with no care. As a consumer this company failed to provide the service they were hired to do and by not doing so has lead to more problems for me the consumer.

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a new Lincoln Nautilus in March of 2022. At the point of sale, we were asked if we wanted a full set of all weather mats for the vehicle. We were told they were not in stock but the dealership could order. We prepaid $330 to our **** on 3/31/2022. Since that time there have been multiple attempts, with multiple numbers of dealership staff requesting a refund. Each time I've been told, "we are working on it". I contacted the dealership again last week, same response.

  Business Response

  Date: 11/28/2022

  In my investigation of this matter I am so embarrassed this matter never made it to management but also should have been resolved without we take full responsibility the customer is correct this is not the way we carry on our business as you can see our record with the BBB I have contacted customer by phone had to leave message an emailed customer we are fully refunded for full invoice amount $330.00 an being mailed 11/22/2022 again we take these matters serious an this has been a leaning experience an have implemented process to thy an keep this from ever happening again.

  thank you

  *****************************, PARTS MANAGER.