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
