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-- Tom D.

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Recent Reviews from AutoNation Ford White Bear Lake

Be very wary of trusting what anyone here says. My dad bought a 2016 Ford Explorer from here back in early January of this year. He bought it thinking he was getting a certified pre-owned vehicle, mainly because that's what the sales people told us several times. Come to find out today that it was not an actual certified pre-owned. We went in to speak with Andrew regarding the rear brakes of the Explorer. This all starts back in early June when he got his first oil change after buying the vehicle. Carl (a service advisor) told my dad that the rear brakes were shot and needed to be replaced ASAP. At this point I had already dealt with Carl and had an extremely poor experience to put it nicely, so I basically told my dad that he shouldn't listen to him because he is a liar (I will explain further later)and that there's no way the brakes could even be close to being bad(under the assumption that it was certified pre-owned and had a thorough inspection). So to point out the timeline again this is early June. Late July my dad brings it in for a recall and they find a bad sway bar and a tire with a bolt through the sidewall. He gets that all fixed, but they charge him to do an alignment which didn't seem right because it was related to the recall(this is very important later on). Did not say a single word regarding the brakes. 2 months, a road trip to Kansas City and multiple trips up north AFTER Carl said the rear brakes were shot. Fast forward to this Tuesday when he got his second oil change. They once again tell him his brakes and rotors are shot. It didn't make sense so I looked back through all his service paperwork he had. First record of the rear brakes were 1-18-19(it had a small oil leak that they fixed a week or two after buying it) and they were said to be greater than 6 mm. By his June oil change, when Carl told him the brakes were shot, the pads were noted to be at 3 mm or less. 2 months later when he went in for the recall, they were noted to be at 5 mm or greater. That's right, his rear brake pads GREW 2 mm in those 2 months. And now less than 2 months after that they are at 1 mm or less. We decided to pay Andrew a visit tonight unannounced. He refused to even address the issue of how the brake pads went from 6 mm to 3 mm to 5 mm to 1 mm. In regards to having to pay for an alignment because of the recall, Andrew explained that messing with the rear toe links don't affect the alignment in the front(which isn't true) so Ford only pays to do the rear. He said it should've only cost like $60 but we had proof he was charged $134 for it. He says they shouldn't have charged him full price and said he will refund about $65 for it. Okay no big deal but he also said they do 20-25 of these recalls per day. Which got me thinking that if they are screwing up and charging everyone with this recall double the price for the alignment like they did my dad, that's over $1,600 of overcharges to the customers PER DAY. Andrew was very evasive in our questioning, totally unapologetic and seemed like he didn't care and was waiting for us to leave. I had another sit down with Andrew back in February regarding my car. I had a blown strut so Carl scheduled me for the next Monday. I dropped the car off that Sunday night and arranged a ride for work. Carl calls me that Monday ands they are short staffed and need to bump me to the next day. I talked to Andrew later on that afternoon and he said they were not short staffed. Carl calls the next day and says it's done and says my appointment was for that Tuesday and not Monday (even though he made the appointment and told me Monday). So he lied to me to cover up that he mistakenly scheduled me for the wrong day. Andrew seemed genuinely sorry about the matter and gave me a free alignment after getting the strut replaced. This time however, after my dad said "This makes us not wanna come back here, Andy" he looks at my dad and says "Actually my name is Andrew". That right there answered my question about whether we will ever return for service.

Kyle Mathisen Sep 12, 2019

I’m just going to copy my google review here to warn you all to never sell your vehicle here: Let me start by saying if I could give them less than 1 star I would. Also if you plan on selling your vehicle here, do yourself a favor and don’t. My husband and I sold our vehicle to them without purchasing another one because we didn’t need it and needed to save the money we were paying on the truck for our special needs son and our second baby that is due in October. It has now been a month (probably almost two) and they still have not paid off the loan on the truck we sold them at our bank. This has caused not one but TWO missed payments on our end because we thought they would have paid it by now so we didn’t check our loan balance (our mistake). My husband has been calling the dealership several times a week for the past couple weeks with most of the phone calls ending in “ we will work on it and call you back” only to never receive a call back. Then when we call again the next day they have no updates and most of the time the person we spoke to yesterday isn’t there and we have to ask to talk to someone else instead of leaving a message (we’ve left a couple messages, none were returned). Finally when he called yesterday they said they overnighted a check yesterday. Called the bank today (basically at the end of the business day to give them time to receive and process it) to find out IT WASNT DELIVERED. Called the dealership, they said call back tomorrow if they still haven’t gotten the check. They have no tracking number or any info on who the check was overnighted through and have really given us no reassurance that it was indeed mailed. The finance department at the dealership has put no urgency on the situation and really shown that they do not care about finding a resolution. They have our truck and we still have a loan that we’re paying on instead of us being able to put that money towards our sons hospital bills.

Katie Rodrique Aug 16, 2019

1 * because it will not let me go any lower. I purchased a vehicle Thursday the 27th completed the paperwork at 8:15 /8:30 and did not leave there until 11:30 pm. Took the car home used it for 3-4 days got a call on Monday afternoon that the finance guy screwed up the paperwork. He apologized up and down said they would make it right but finding out how much the interest was that they were trying to sell me I went to my credit union and got a far better rate. So I ended up being transferred to the finance manager Randy M as soon as he found out that I was getting my own financing and as long as they screwed up my paperwork last Thursday I was dropping the extended warranty boy did the attitude change their (Pissy and very cocky) worst experience I've had in my 35 years of buying cars. Took AutoNation over 20 hours and a couple of attempts to send me an accurate and correct purchase agreement that was after several calls to the General manager who never did call me back. Apparently doesn't care. So I called the next in command which I believe his name was Nathan. Told him I do not want to see, hear or deal with Randy Anymore. last time I talked to him was 20 hours later into this process I did get the correct paperwork to my credit union and he did lower the price a bit unlike Randy telling me I have two choices take it or leave it. I did have a good salesman Adam Colton did his job and the woman Brie who did the final paperwork the second time was good also.. Bottom line lesson learned never go to AutoNation again. Lesson learned by Chevy. UPDATE JULY 18TH... THEY NOW CALL ME AND TELL THERE WAS A SCREW UP ON THE TITLE EXPLAINS WHY MY LICENSE PLATES HAVEN'T BEEN HERE YET AFTER 3 PLUS WEEKS NOTIFY ME THAT THEY FORGOT TO GET ANOTHER SIGNATURE ON THE TITLE. Hands down this is the worst experience of my life from financing to all this paperwork and a complete screwup they act like they've never sold a car before in their life or is this just more games because they didn't screw me over like they were hoping what their BS finance crap.. either way you've been warned I would never step foot in this hole again.. Still after many attempts and many of voice mails to the general manager I have never received a call from this guy real class act.......

Kevin Glazek Jul 7, 2019

My sales person was great. However, there was some information I wasn't provided by dealer until AFTER the purchase was made. I also have concerns about the finance person. After the sale was finalized, I found out the dealership only had one set of keys. These are the expensive ones that cost about $250 each. There were also no floor mats and no owner's manual. The sales person got another key from the previous owner to me pretty quickly. Still waiting on the other items. The car was cleaned with a bunch of strong cleaners. As someone who has allergies, I just overlooked this and figured that's the way it is when they try to get a car clean. A few days after the cleaners wore off, I figured out it was because the car smells like cigarette smoke. No one smokes in my family. I get headaches in the car as it's been several weeks and this smell isn't going away. Again, this wasn't communicated to me and because of the cleaners, I couldn't tell until the cleaners were gone. Lastly, the financing process was not a good experience. After I decided I wanted the car, I was told it would take about 45 min. to process. The first person that came by was the manager. He had sample interest rates. I gave some push back to the rates because they were too high. He told me he'd "run them through" to see if I could get better. He came back and told me I was approved for a much lower rate and showed me what that would look like. Then a finance person came by to get more numbers. He started talking about rates for the loan. I told him I was already approved for the rate. He told me that he was the only person that can run that through and I wasn't approved for anything yet. Ok, getting pretty annoyed at this point, but let it go. When I was approved and ready to finish this out, he tried to hard sell me an extended warranty. I kept telling him "no". By this time, it was after 9pm, and I was an hour away from home with my 7 and 10 yr olds with me. I told him NO for over 20 minutes and I need to finish this up to get the kids home. He insisted he was required to go through all the possibilities for extended warranties. I already had sent my older teen home with the vehicle I used to get here, otherwise I would have walked out. The whole process that I was told wouldn't take more than 45 minutes ended up taking several hours. I don't know if it would have been any different if my husband was with me (it shouldn't have been), but the hard selling, the dishonesty I was feeling and the whole process did not make me feel good about this dealer. When I overlook the smoke smell and the headaches I get from it, I love the car.

Ruth Kremer Apr 16, 2019

They’ve been steadily going downhill since the AutoNation takeover of Tousley Ford. My family has done business with this location for years up until the last 4 or 5 years. I try to give people the benefit of the doubt but no longer. I have had repeated bad experiences with AutoNation White Bear Lake. I had to wait nearly 3 hours to buy my car there. I’ve had to wait up to 20 minutes before even being greeted at the Quicklane. They’ve charged me up to $80 for a regular oil change and tire rotation. The service department has been worse and worse also. Most recently I brought my car in for the Ford Takata airbag recall. I was told a loaner wouldn’t be available for three weeks. I made arrangements for my own transportation and set an appointment. Even though I had an appointment for the service at the crack of dawn when they opened, I was made to wait in line overnight while other cars were serviced. What was a half a day job took twice that. Once I got the call to get my car, I had to wait in line while other people that came in after me were taken care of before me. After I made it to the counter, I had to wait an additional 20 minutes for them to find my car in the lot and drive it in. During this time, another person who was picking up their car was given the wrong car. Supposedly the service techs lost her vehicle. Finally upon receiving my car I noticed damage on the lens cover on my dash. So I went back in and told the manager. He looked at it, stated he had my ticket open still and would get it taken care of. I asked how we’d get it replaced. He said, “I’ll call you.” I still haven’t received a call and don’t expect I will. Lastly, while I was in I had them do a diagnosis on another engine problem I had. They found the issue and gave me an estimate that after calling around to other shops is at minimum $350 more expensive than the highest estimate I was given at other shops. And I bought the car from them. My family has discontinued doing business with AutoNation Ford White Bear Lake and I’ll be doing the same.

Don Reil Mar 22, 2019

The only reason I went here was because I saw the car I wanted online. It was a great car - I can't say anything bad about the car itself, at least not yet (!) That being said, I would never recommend buying a vehicle from AutoNation in White Bear Lake. After spending the usual and customary 3 hours to purchase a used vehicle, I was escorted back to finance to sign all my paperwork. I was presented with all the "extras" they normally try to sell you - thousands of dollars in warranties, coverage, etc etc. After declining it twice, the woman looked at me as if she was confused as to why I was saying no... She just didn't "understand". I said the reason is, I'm spending thousands of dollars on a vehicle and I didn't want to spend any more! She then followed it up with, "Do you need to call you husband to ask him?" As if I needed permission to spend my own money, or my decision making needed approval from someone else. Mind you, the financing is my name, and my name only. At the end of everything she, again, handed me a brochure and asked that I talk to my husband about it. Ridiculous! Are you kidding me? Not to mention the salesperson had chewing tobacco in his mouth the whole time and couldn't answer any of my questions without consulting someone first. But even then I'm not sure he ever did ask anyone - because his answers were all , "yeah, I don't think so...." Or "yeah you should be able to.... " I came to pick up my vehicle a couple days later after they said it was ready to go - I was told they put in a "customary 5 gallons of gas" and someone had to run to the gas station quick - "do you mind waiting?" Any other car dealership, as least the ones I've dealt with in my 30 years, ALWAYS have the vehicle ready to go, and fill up the tank for you. Again, I'm spending thousands of dollars -- the least they could do was fill up the gas tank! My first stop after leaving the lot, was the gas station. AWFUL experience.

slarson Mar 20, 2019

I came in to Auto Nation Ford White Bear Lake as 5 years ago, I purchased a used vehicle from them. My experience with them February 2019, however, was awful. I was looking for another used vehicle and came in knowing which one I wanted to test drive. The sales person did not know anything about Subarus, only offered his knowledge of Ford cars, and did not offer to find out or look up the information we were wondering about. The sales person walked us over to the Subaru section, but then gave us his card and said to call his cell phone if we wanted to test drive it, even though we came in saying that was the car we wanted to see. Once we had to opportunity to finally test drive, the sales person was unable to fill it up with gas as he could not figure out how to open the gas tank door (there was a lever on the driver's side floor that I was able to point out to him). The test drive was strange as the sales person had to accompany and made me feel as though I was back in driver's education, but I liked the car. I ended up testing one other vehicle, but knew immediately that I wanted my first pick. It had been about two hours and we needed a lunch break, but wanted to go ahead and purchase the vehicle. We let our sales person know that we wanted to proceed and asked if we could get the paper work started, go to lunch, and come back to finish the process. He said yes, but that his boss needed to come over before we went to lunch. I filled out the paperwork for the background and credit check and then the boss came over. He talked down to us and had an extremely negative tone saying that he didn't want to run my credit if I wasn't going to come back. If I didn't love the vehicle that I wanted to purchase I would have walked out of there and not returned after that interaction. We went to lunch, returned, and met with out sales person again and he brought out an accountant. The way that the accountant was asking me questions about my job and why I wanted a Subaru also left a bad taste in my mouth. He came off very accusatory and unfriendly. I was going to put money down by signing over the insurance check from my previous car, however, was told that they could not accept the check. Instead, I had to go to the bank and get a cashier's check, that luckily my mother could have taken from her account and then I gave her my insurance check instead. Even the people at the bank could not understand why Auto Nation could not accept a signed over insurance check from a valid company. Once we returned with a cashier's check, we had to meet with the accountant again to go through the rest of the process of purchasing the vehicle. They apparently were switching over from paper to digital signatures and there were a few technical difficulties. I continued to feel as though the way the accountant asked me questions came off accusatory and unfriendly. The sales person was unknowledgeable and unhelpful and the boss and accountant were unfriendly and demeaning towards us. I will not be returning and will not recommend to others to come here either.

Cassie Westerhaus-Rauworth Feb 23, 2019

2016 Ford Escape (Ford Certified Pre-Owned)—AutoNation Ford Review (White Bear Lake, MN) We had high expectations of purchasing a vehicle with AutoNation Ford, and were excited about the new addition. Although, the sales rep stayed late to finalize our purchase, we were very disappointed with the experience as whole. We purchased a 2016 Ford Escape (Ford Certified Pre-Owned) late in the evening (finalized close to midnight) on 12/5/18. We were told because of the time, any problems found, could be resolved later. We encountered a major issue with misidentified information that was listed on the white window sticker label on the vehicle. And also, a conflict with one of the wheels. Our issues could have been easily and quickly rectified. However, due to poor management and lack of basic customer service, our problems remain unresolved. A synopsis of our issues/experience is as follows: 1. 172 Point Vehicle Inspection states: “Wheels/finish free from damage, run-out normal” a. Our initial inspection, the night of purchase, we identified damage to the front-right wheel. We brought this to the attention of our salesman that night and were told not to worry, because their wheel repairman could fix it. We were also informed later by a manager, of the same solution. b. The next day while reviewing the 172 Point Vehicle Inspection, the wheels were listed and stated as “free from damage”—contradicting what we found the night before. c. We connected with a manager on 12/7/18 and were informed that the wheel repairman would be at the dealership that day. However, he never showed up or contacted us. We attempted again on 12/10/18, 12/14/18, and 12/17/18, each time ending with the same outcome. d. We finally connected with the wheel repairman on 12/21/18. He stated that he could grind down the scuff marks and refinish the wheel at the dealership after his current job for $75.00. Or, he suggested, it could be taken to his shop to for a more extensive fix, at three days’ time, for $125.00. e. Since the wheels were listed and passed on the 172 Point Vehicle Inspection prior to purchase, we expected AutoNation Ford to cover the expense. We connected with the head manager, and were told that we would have to pay out of pocket to get this repair completed. f. The window sticker/label also states that the Mileage at Certification was 23,696, while the Retail Purchase Agreement states the mileage, at time of purchase, to be 23,709. This could be an indicator that the wheel was most likely damaged post certification (172 Point Vehicle Inspection), which should warrant the dealership to cover the repair expense. 2. Window Sticker Equipment Inclusion a. After our late-night purchasing of the vehicle, we noticed that we did not have the cargo area protector and interior cargo cover, that we believed to have seen on the white sticker label. b. When questioning AutoNation Ford, we were informed that it was a used vehicle and it may not have all equipment. However, the vehicle should come with all equipment presented on the white window sticker label. As we believe we viewed it on the label the night before, we requested to see it. We did not receive the white window sticker label until 12/17/18, after many returned visits to AutoNation Ford. c. Once we received the white window sticker label, we noticed that it listed out under optional equipment included: cargo area protector and interior cargo cover. d. With that discovery, we contacted a salesman and manager on 12/21/18. We were told by the manager that it was a used vehicle and they had no control of the vehicle contents. We claimed again that the items were listed on the white window sticker label, and these were the equipment that we expected to have included. We were told he would call the parts department and we could purchase a cargo cover and area protector at his cost. 3. Just very disappointed.......

Disappointed Purchase Jan 9, 2019

This review is based on the service department , not the sales. If I could give less than one star I would! I bring my car in for an oil change and to have them check out my car because the brakes are acting funny and it's taking way too much to accelerate, this is a brand new car. The lady drives it all of 15 ft into the place and tells me that "maybe I just don't know what a new car feels like" because apparently she's under the impression that it drives fine . Why would she assume this about me?? This is my FOURTH lease, I know how a new car is supposed to drive! Her rudeness and assumptions isn't even the issue though. I get my oil changed, bring my car home and realize that my mail keys are missing! I keep them in my cup holder because in my townhome we have to drive past our mailboxes so I just check my mail before I actually get to my house and park. They've never not been in my cup holder, this is where they stay. I spent a couple hours with my daughter digging through the car (just to be on the safe side) and nope, not there . I call AutoNation and let a manager know that my keys went magically missing while I was getting an oil change. The first phone call he was hesitant to admit that his men may have been responsible, two days later after he spoke with them he changed his tune and said that he'd pay for my mail keys to be replaced and give me a free car cleaning. I brought the receipt in for the keys ($40) and have yet to be reimbursed. The manager I just spoke with seemed annoyed that I was even calling, told me it'd take a while to get to the correct people and that HOPEFULLY I can get a refund within a week or so! This happened back in NOVEMBER! They stole my keys right away, I had to pay the post office for new keys upfront but now I have to wait to get refunded?? They're attitude towards me is ridiculous and I've actually been extremely nice and friendly but that's changing as of today! Stay away from this AutoNation, go to the one in Roseville instead! Btw, my brakes still aren't working properly and my acceleration is still off!

LaTasha Hill Dec 26, 2018

PSA!!!!Don't Go hear!! Took my car in ON Wednesday to have my transmission fixed that was a RECALL, picked my car up yesterday and GO Outside to my car tonight to go to the store for snacks for my family and my car doesn't start!!! Never have I had one issue with my Car ever starting before now!! I will be contacting them 1st tomorrow.. This is Simply Wrong and poor service to not do the job you were supposed to do and then mess up my car so I have to RETURN and get it fixed to have to spend money when. Also, the one time I did drive it yesterday, I was thinking I need to call them my car sounds like something is loose, it wasn't sounding and making this kind of noise prior to my visit!! Omg this is so Why I really hate going to dealerships and these shops, because you take your car in for one thing and it comes out with other issues, and added headaches and problems you shouldn't have!!! You'll need to fix my car!! This is ridiculous.. don't you'll think it's enough that I was never contacted by Ford regarding this Recall is for the transmission, not to mention the transmission went out on me in the middle of a busy intersection at the peak of rush hour, (and then the weather conditions where rainy not your control), but honestly, stop adding disappointment and more concerns for people to have to deal with!! Just like you enjoy and need your transportation so do we the customer, and to know it's safe and we are not being taking advantage of! So Disappointed :( and I have to be at work tomorrow, buses don't go out there!! Who's reimbursing those day's or my Lyft trips huh.. cause you don't have any car's available til Oct 23rd for you customer's while they are getting there car fixed. Oh yeah that was another thing shouldn't their been a courtesy car since this was a Recall..?? You'd think. The lady told me if you ever need your car fixed call ahead time to get a courtesy car!! Um well excuse me yeah maybe if my transmission didn't just go out..OH.. and btw this is an issue Ford Created.. Anyway..

Dee Isaac Oct 12, 2018

I guess the only way to get a response from management is to post here. Purchased Used 1-owner Jeep Grand Cherokee for $ 17k May 17th Service 4wd, turn signal, hid headlight fail within 10 minutes of leaving dealership at 11pm. Told sales guy about turn signal and point out coolant leak during test drive. Told them I wanted it fixed before I left. Sales guy disclosed the previous buyer had walked away that morning because of a service four-wheel-drive light. Probably should’ve noticed that red flag. Called for service. Received email promising to repair 4wd system and make it right. Wouldn’t accept return as an option even though I was within return window. May 21st-23rd dealer diagnosed, ordered parts. Headlight and turn signal still not fixed. Coolant pooling on air box still, told it was from detailing. 29th-June 1st in for repairs to Four wheel drive system. Transfer case actuator and controller replaced and flashed at Jeep dealer. Headlight not fixed. I replaced turn signal after picking up vehicle. Notice significant coolant leak garage floor morning of June 7th. June 7th after I left work, Service 4WD system. Air suspension fails. Called AutoNation service manager to notify Dropped off June 8th at 8 am. Heard nothing until Monday afternoon the 11th. Picked up loaner Tuesday the 12th, Jeep dealer diagnosed bad water pump and air suspension compressor. Stated they can repair in 24 hours and AutoNation Ford won’t authorize warranty work. Reached out to Lance, Kurt, and Mike no returned calls from management. They have had possession of my vehicle for 14 days of the 27 since purchased. This has been an absolute nightmare. Dealer wouldn’t take vehicle back when I was clearly concerned the repairs wouldn’t be done or done properly. Insisted it would be taken care of and no reason to return to them. There was no possible way an inspection was done on this vehicle prior to sale. Refusing to honor $2000 plus in repairs under warranty. I haven’t even received my license plates or made my first payment yet. I will remove this review once things are dealt with in a professional manner like you would expect from a reputable business.

Taylor Jun 13, 2018

If you need service on your vehicle do not take it to auto nation white bear lake. I wad traveling from Wyoming to Minnesota to visit family. My passenger window regulator broke and so i needed that fixed as well as an oil change. I was told to bring it in at 8:30am and they would service it. I waited for a phone call and at noon i still hadn't received one. So i called Cindy our contact in the service department and she said they haven't gotten to it yet. I was disappointed to hear that as we traveled from Blaine in rush hour traffic to get there by 8:30am that they hadn't even worked on it yet. I waited for the phone call to give me an estimate. I finally received a phone call at 2:30pm stating the window regulator would be $707.00 plus the oil change of $59.99. I was very surprised as i had the drivers side window fixed for the regulator and it was $400. Then Cindy stated there was a hole in pinion rack and steering and to fix that it would be $2700. Holy smokes! What!?$%#. I said don't fix that. Talk about trying to take advantage of someone. I told her i would call back in the window. I called my Wyoming dealer and they quoted me $425 the window. I called Cindy back and told her that her quote was high way robbery. She said well i don't know what they charge in Wyoming but it must be a lot different. I stated we only have 1 ford dealer and they are honest. I told her to just do the oil change and of course i had to pay $100 to diagnose the window. It ended up costing me an additional 40 for my oil change. So i essentially paid 100 for an oil change. Again high way robbery. Luckily my uncle was around to help me and found any exceptional mechanic near there. He fixed the window for $370 and the pinion rack and steering and a front end alignment for an additional $539. The total bill was $909. Praise the Lord! For reals. I almost got suckered into over $3k for work. I am sceptical that auto nation might have damaged my pinion rack and steering to take advantage of an out of state women needing vehicle maintainence. I will NEVER go back to this dealership. I'm very disappointed in the lack of trust it gives me for car dealerships.

Wytraveler Jul 24, 2017

I would just like to let people know about my terrible experience with Auto Nation Ford in White Bear Lake and highly recommend not buying or servicing a vehicle there. I purchased a vehicle in May and the purchase process was actually good. My sales rep Jay was helpful and even got a few minor things taken care of for me to help make the deal. Sadly, that’s where the good experience ended. Ive had issues with the finance department, service, and also management. I pretty much feel I was sold a car with many issues that should’ve been discovered prior to selling it and Certifying it. I have had my vehicle in 5 times since May. And each of these times the service was very slow and has left me without the vehicle I purchased for probably about a month if you add up all the days its taken them to fix issues. Three days after my purchase I had to bring it into the dealership because the push button ignition wouldn’t turn off. Shortly after that I confirmed that there was a leak involving one of the powertrain parts. Initially I thought this was just the AC so this issue also was likely something they could have discovered in the certifying process. Ive had 3 door latches replaced, a issue with the sunroof track fixed, 2 issues with knocking or rattling with components near the firewall, and broken clips on the rear fender that required a new fender. During the course of these issues the service was far slower then had I brought it to a local service shop. Several times I was told my vehicle would be done sooner then it was and basically management did almost nothing to try and make things right for a customer who experience many issues. I even gave them several chances to do right by me by continuing to bring my vehicle in and was told by management that they cared about my business and me as a customer. The fact is they simple don’t care once the vehicle has been sold. In my opinion management did nothing to do right by me and continually over promised and under performed. Many of the times I brought my vehicle in for service I had issues and nothing was done to try and do right as they stated, but the most recent one is the straw that broke the camels back. I will never buy, service or recommend them to anyone I know and would strongly caution anyone thinking of going to Auto Nation. Prior to my visit as I had each of these issues I sent messages to Sue, who I was told is the GM at Auto Nation, in hopes that she would do something to make things right and retain a customer. Although I cant confirm this as I never spoke to her and she couldn’t be bothered to reply or contact me directly. She chose to delegate my issue to Rob. During my most recent service visit I was told that a service manager (Rob) would be involved in the process so that they could do right by me being that I was giving them yet another chance to prove my opinion about them wrong. We got my car checked in and he gave me the impression that he would stream line the process and expedite as much as he could. Well after 2 days I received a call from a service rep stating that the vehicle wouldn’t be done prior to the weekend and they would need to keep it longer then the expectation I was given. During the call I kind of felt like I was being fed a line as to how much time/work they had actually done on my vehicle in the 2 days they had it. So I asked some straight forward digging in questions and found out that basically they had completed zero of the 4 things I needed them to do. ZERO! I was pissed so I called Rob immediately to ask what was going on as he assured me this was going to be streamlined. He said they determined the rear fender needed to be replaced and would need to be repainted and that was basically all they had accomplished. I asked him why in 2 days couldn’t they have worked on the other service issues while they waited for approval or whatever from the body shop. He basically said sorry and when I pressed him more admitted they could have done other things while it sat there waiting for the body shop. At that point I just gave up on them and ultimately it took them 8 days to replace and repaint a fender and fix/stop the fuel line retainer from knocking into the firewall causing a knocking noise. 8 DAYS!!! And I never heard from Rob the entire time other then the time I called him. When I went to pick up my vehicle I was met with yet another disappointment in customer service. Rob was nowhere to be found and they didn’t even wash my vehicle. I mean something so simple as a car wash for a customer who has had nothing but issues with them. Seriously think twice about dealing with Auto Nation….aka the WalMart of car dealerships. And honestly Ive had better customer service at Walmart.

Jamie Wyman Oct 21, 2016

Before I write my review, I would like to mention I have been a loyal customer for over ten years. In that time, I have bought a few vehicles, and my family has bought over a dozen. So this review comes not from one single visit upset customer but someone who USED to be an advocate for AutoNation for a long time. As a dealership they have really gone down not only in quality but in customer service severely in the past few years. They do not stand by their cars or service. Every department works against each other and no one takes any responsibility for their actions. I recently bought a used car and it obviously was not inspected properly or even worse was and they just push it onto the lot. The SUV I bought had severe leaks, missing safety features (which the dealership is legally obligated to repair before the sale of any vehicle), plus a variety of other mechanical issues that they did not disclose. Its a lemon. I originally went to them because my previous car died, and they said they would help me and get me into a solid, dependable vehicle. Plus Ive been with them for years and I believe in loyalty. Rather they took full advantage of me. I made the dealership aware of the issues I had right away with the SUV and they were going to charge me to bring it in, even though I had it for not even a week. Everyone kept waving me aside when I called saying it was an AS IS car so tough luck. Remember, safety issues were wrong on the car, which they are LEGALLY obligated to repair. And I made them aware of it instantly. After many phones calls, finally spoke to the GM and they said they would make it right. This is their favorite phrase they have said it for years and I swear every time they say it, it loses its meaning more and more. I tried trading the car back, refunding it, any option to get rid of it. Remember, I had all these issues with the car before my first payment. And I also didnt drive it for half the time of having the car due to it not working properly. Their making it right was having me eat well over $2,000. So they could make a profit out of me three times over. I am still stuck with this car. My brother also bought a car from there a few years ago and the transmission blew with in the first 30 days. You think we would have learned our lesson. Unfortunately, like most people we are not mechanics and trusted them too much. Brings me to their service department, used car department, etc. They are terrible and do the bare minimum to make a car pass, or worse say we missed that. Do not use them, or trust them. God forbid some gets hurt in one of their vehicles. I have taken my car to other mechanics after them and they will call them out about their poor job. They will not make anything right nor admit when they screw up. I could talk forever about their terrible service department, but I will move on. The finance section, if you work with Mike Ferraro, walk away. He is infamous for raising the price of a car then lowering it to make it seem like youre getting a discount; his making it right. In short, the lesson to learn people, DO NOT buy a used car no matter what the condition it is from AutoNation. They are no better than your local used car salesman. I would only buy a brand new car with an amazing deal from them. Because that way their service department had nothing to do with it, and you wont have to worry about the headache I received. Go to Maplewood Toyota or a dealership that will stand by their cars and guarantee them. Toyota no matter what condition one month or 1,000 miles will fix any issue with your car. Plus at Toyota you may get some decent service. My problem was I put trust into my relationship with AutoNation and expected my loyalty to matter, but in the end they care more about making a few extra bucks then you returning. Sadly, I had the same sales guys for over a decade, great guys. But unfortunately they work for a company that cuts corners, doesnt support them, and does not care about your satisfaction. Best part is I am buying a new car in a few months but not from them. My family, friends, any one I run into, I will make sure does not go there. Find a different Ford dealership if you want a Ford.

cameroncylk Feb 20, 2015

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