AutoNation Ford asked me to submit an honest review so here it goes... I will never, ever, (not in a million years), take my truck to AutoNation Ford again. I thought that going to the dealer would be a good idea. The dealer could address any recalls, complete any warranty work, and because they deal exclusively with Ford, they would have the experience to address the little complaints I had about my truck. This was not the case. This was the third and last time I honestly tried to be understanding and give AutoNation Ford the benefit of the doubt. Maybe they had a bad day, had someone new, but surely I would not have problems the last three times I had them work on my truck...right? Three visits ago I went in for an oil change and mentioned I had an issue with my sunroof. I also had a recall that needed to be addressed. When I went to pick-up my truck, they said they repaired everything but when it was delivered the sunroof was comically out of alignment, the side of my truck somehow became covered in oil, and the recall they performed left the carpet edges exposed and frayed. I complained and waited an additional hour for them to correct these issues. Strike one. Two visits ago I asked for a full synthetic oil change (as I always do). AutoNation assured me they put in full synthetic oil, charged me for full synthetic oil, however my oil life indicator reflected it was not full synthetic. I called and confirmed with them again that it was indeed full synthetic oil because I was planning a long road trip and did not want to have any issues. Two days later the service manager called me and admitted that they did indeed not refill with full synthetic. They took my truck for another full day to swap the oil. Strike two. This past visit I went in for an oil change and had a small list of issues that I communicated to my service rep before my appointment. Little, annoying issues like the passenger side camera did not work, the light switch in the bed did not work, and an engine light that on the Ford app indicated a hose sensor needed to be replaced. If you do minimal online research, you will see that these were all known issues for a three-year-old truck. My service rep called after I dropped off my truck. She said it would take 4-5 days to diagnose and correct these items...4-5 days! She said they were busy and short staffed. What was the point of making an appointment and waiting a week to get my truck serviced if it could not be done in a reasonable amount of time? I had them complete the oil change and decided to pick it up that evening. Picked up my truck that night without having the additional work completed. I was charged a $200 "diagnostic fee" to confirm that what I told them and that the app was indeed correct; the hose sensor needed to be replaced, I was also charged $30 to rotate my tires (this $30 was not mentioned). Nothing else was fixed (including the sensor replacement). It cost me $25 and 15 minutes of my time to fix the simple issues I asked the dealer to fix (including the sensor). Strike three I know that it is difficult to find quality help, I understand that. I understand that sometimes things get missed, and people make mistakes. Considering that the last three times I have had issues with my service done at AutoNation Ford “quality is no longer job one." There is an issue with this service department, I feel that I am taken advantage of and that my business is not important. Perhaps it is the norm for dealer services, but in my opinion these types of issues should never happen, much less three separate times. There are better options out there. Don’t be fooled, the dealerships are not experts, they are not better. It’s unfortunate that Ford service is the last place that I would want to bring my Ford. It’s also unfortunate that in my view the service department reflects so poorly on the dealership and AutoNation . I am buying two new cars this year, but certainly not with AutoNation.
Eric Ohlson
Mar 5, 2022