Recent Reviews from AutoNation Ford Frisco

Interesting that as I came to leave a review, I saw almost the exact same one about the same person. 1st, I should have known better. The last three interactions here have been HORRIBLE but I kept coming back out of location convenience. I booked an appointed to fix two failed electronic pieces of my Ford Edge and get my state inspection done. When they called to tell me what was likely needed for the fix, I was warned that no loaner cars would be available at this time for the repairs. Fine, let’s get the diagnosis done and if we need to schedule the repairs for when I can get a loaner, that’s fine. I live alone and have no access to another vehicle and have medical concerns so being without a car for several days won’t work. I did let them know I would need to be shuttled home while they do the inspection and determine the repairs needed. All was good. When I arrive and got set up with Damian, I wanted to ensure my previous issues (black handprint on Grey roof) would not happen again by the car wash team. I was informed they furloughed the car wash team. Okay, but that’s part of my service? He wouldn’t be washing my car. Checked everything in and learned the shuttle would be an hour or more. I had a meeting so that wouldn’t work and Since I lived around the corner Damian just rode with me while we drove back to my place and he took the car. I asked when the shuttle would be back to get me and he said that just the diagnosis and inspection we’re going to be overnight. That was not even discussed and now I was stuck. No loaner, no vehicle overnight. As he was stranded at my house I took this to be something I wouldn’t avoid and he proceeded. Now it’s 2pm the next day and I’ve heard nothing. The shuttle is off at 3pm. When am I getting my car? What was wrong with it? No communication. I start calling. Well there are SEVERAL numbers for this dealership. The numbers on THEIR a website are disconnected. The numbers on Google business listing are disconnected. The numbers on their Google maps page ring and ring but never answer. I cannot be without a car so I ask my disabled neighbor to drive me over. I get there and 5+ service employees are hanging out in a group and laughing. Damian is no where to be found and these people ignore me. After waiting Patiently, I finally get their attention. 1st, your phones don’t work. I’ve been calling and can’t get ahold of anyone. 2nd, where is my car? They clearly don’t know but go to find Damian who will. Damian says he hasn’t called because they haven’t even looked at my car. So they take appointments, but they mean nothing. Not even delayed a couple hours, but he said it’s going to be several days. Service is backed up. But they are still taking new appointments. I asked if he thought it was appropriate to not even call to tell me this? Stared at me. I asked what their plan was since they were leaving me with no car. Stared at me. At this point I demanded my car back and for them to call me when THEY can follow through on the appointment they scheduled. When I got my car back, I learned they also left it outside overnight so now it is covered in water spots that I am going to have to pay to cleaned off. I forgot to mention that I asked for them to look into finding me an upgraded version of my car while it was being looked at, as I was interested in possibly trading it in for a newer model. My vehicle is an Autonation Ford. I’m trying to buy an Autonation Ford. But somehow customer service just isn’t something this location cares about. I will not be back to any Autonation location and will take my Ford business elsewhere. You should do the same. These people DO NOT CARE ABOUT YOU. You are just a number and they do not care to do anything to take care of loyal customers what so ever.

Sarah Seeley Apr 28, 2021

Avoid all interactions with AutoNation Ford Frisco, they are liars and the most unprofessional dealership I’ve ever dealt with. They refused to give us our new truck in fear of a deserving bad review. We purchased a 2021 Ford F 150 Platinum truck on April 7, 2021. As we are signing the agreement, they tell us it has a recall that must be fixed before the truck can be released. They offer a loaner and told us it would take 3 days max to fix. Over a week later we were still waiting. My husband called and spoke to finance manager Peyton Ramos, he was told they would just cancel the sale and return our trade in. That was not what we wanted. We wanted an actual true timeline regarding the recall, not oh another day, one more day. I then called and spoke with Cody Coffey, at that point I was very irate. He said they needed parts, which was not true, and that they were done dealing with us they’d have our trade in ready for pick up within the hr. At that our salesman told us Cody Coffey would not take our calls anymore, so we had to drive 45 to the dealership to figure out what was going on. Our salesman called us at 3pm to tell us the body shop was done with the truck; the recall had been fixed. We drove 45 mins from Arlington to AutoNation Ford Frisco Thursday 4/15 about 6:30 pm. We waited about 15-20 mins before Cody Coffey came and spoke with us. He told us he was instructed by the GM, Jason Kopp, to cancel the sale. We told him they couldn’t do that, he replied they had 30 days to cancel any sale. He said his GM said the only way they would allow the sale to go through was if they allowed us to keep the loaner until we received the Customer Satisfaction Survey, CSS, from the manufacturer and gave them 5 stars for every question. Once the 5-star survey was received by the dealership, they would then release the truck to us. If we didn’t agree to that then we could take the Toyota back. I said I would not give the keys to the loaner until the $3500 was credited back to our credit card. Another manager said they’ll just use the spare set of keys to park the loaner down the street. Cody then said he could instantly refund our credit card. I told them go ahead. After a couple more minutes we find out that they can’t release our trade in because they had already sent the title to the county. At that point no one was speaking to us except our salesman, and he had no power to make any decisions. We left in the loaner. That evening my husband filled out the survey he had in his email, giving all 5 stars, just so they would release his truck. He is a physician in the middle of working several 24 hr. shifts and just wanted this whole fiasco to be over with. Salesman received the survey and said it didn’t count because Cody had cancelled the sale. Nothing made sense and no one was telling the truth, yet they were basically holding our truck hostage. On Saturday April 17, 2021, ten days after we signed the sales agreement, two days after the body shop had fixed the recall, we were finally able to pick up our truck. The only reason they released it that day was because they had sold our trade in and in order to complete that sale they had to be done with us. In conclusion, AutoNation Ford Frisco TX held our 2021 White Ford F 150 Platinum truck hostage, per finance manager Cody per GM Jason Kopp, in hear of a bad CSS review. They would not hand us our keys for 2 days; they would not take our calls at the dealership. We were threatened and lied to during the entire process.

Veronica Chavez Apr 21, 2021

Avoid all interactions with AutoNation Ford Frisco, they are liars and the most unprofessional dealership I?ve ever dealt with. They refused to give us our new truck in fear of a deserving bad review. We purchased a 2021 Ford F 150 Platinum truck on April 7, 2021. As we are signing the agreement, they tell us it has a recall that must be fixed before the truck can be released. They offer a loaner and told us it would take 3 days max to fix. Over a week later we were still waiting. My husband called and spoke to finance manager Peyton Ramos, he was told they would just cancel the sale and return our trade in. That was not what we wanted. We wanted an actual true timeline regarding the recall, not oh another day, one more day. I then called and spoke with Cody Coffey, at that point I was very irate. He said they needed parts, which was not true, and that they were done dealing with us they?d have our trade in ready for pick up within the hr. At that our salesman told us Cody Coffey would not take our calls anymore, so we had to drive 45 to the dealership to figure out what was going on. Our salesman called us at 3pm to tell us the body shop was done with the truck; the recall had been fixed. We drove 45 mins from Arlington to AutoNation Ford Frisco Thursday 4/15 about 6:30 pm. We waited about 15-20 mins before Cody Coffey came and spoke with us. He told us he was instructed by the GM, Jason Kopp, to cancel the sale. We told him they couldn?t do that, he replied they had 30 days to cancel any sale. He said his GM said the only way they would allow the sale to go through was if they allowed us to keep the loaner until we received the Customer Satisfaction Survey, CSS, from the manufacturer and gave them 5 stars for every question. Once the 5-star survey was received by the dealership, they would then release the truck to us. If we didn?t agree to that then we could take the Toyota back. I said I would not give the keys to the loaner until the $3500 was credited back to our credit card. Another manager said they?ll just use the spare set of keys to park the loaner down the street. Cody then said he could instantly refund our credit card. I told them go ahead. After a couple more minutes we find out that they can?t release our trade in because they had already sent the title to the county. At that point no one was speaking to us except our salesman, and he had no power to make any decisions. We left in the loaner. That evening my husband filled out the survey he had in his email, giving all 5 stars, just so they would release his truck. He is a physician in the middle of working several 24 hr. shifts and just wanted this whole fiasco to be over with. Salesman received the survey and said it didn?t count because Cody had cancelled the sale. Nothing made sense and no one was telling the truth, yet they were basically holding our truck hostage. On Saturday April 17, 2021, ten days after we signed the sales agreement, two days after the body shop had fixed the recall, we were finally able to pick up our truck. The only reason they released it that day was because they had sold our trade in and in order to complete that sale they had to be done with us. In conclusion, AutoNation Ford Frisco TX held our 2021 White Ford F 150 Platinum truck hostage, per finance manager Cody per GM Jason Kopp, in hear of a bad CSS review. They would not hand us our keys for 2 days; they would not take our calls at the dealership. We were threatened and lied to during the entire process.

Veronica Chavez-Adcock Apr 21, 2021

I never write reviews so the level of disappointment I had with AutoNation Ford was through the roof. To start, my girlfriend and I walked into the dealership to inquire about leasing a 2021 F-150, keep in mind that I am 20 years old so I went in with the notion that I wouldn't be taken seriously due to my age. We were then approached by an older man who's name I believe was John. I gave him the run down of the Lease I was looking for and just wanted a price breakdown of what I would be expecting each month. He said he would be back in a moment and then disappeared, I waited in the lobby for over an hour. While I was waiting, I had Sales managers pass me by in the lobby 10-15 times and was never asked if I needed any assistance. After an Hour and 15 minutes of waiting I walked the lobby to see if I could find the sales rep that was assisting me before, and Sales Rep by the name Emmanuel asked me if I needed help finding anything. I told him about my experience at the dealership and he IMMEDIATLEY began assisting me and gave me all of the info I needed in under 20 minutes. He was extremely polite and walked me through the entire process, and apologized to me multiple times throughout the last 30 minutes I spent at AutoNation. While Emmanuel was helping me, John passed by me about 3 times and didn't say a single word to me or my girlfriend, let alone apologize for the time he wasted. If you choose to still do business with AutoNation Ford, I would only recommend Emmanuel, he seemed to be the only person on the floor doing his job that day and went out of his way to improve my time spent there. Its unfortunate due to the initial experience I had, that an amazing sales rep such as Emmanuel can't receive my business because of the lack of thought and care by his peers. I will be taking my business to Bob Tomes Ford of Mckinney and will begin my lease on the exact same model I went and saw at AutoNation Ford. Tomorrow I plan to call AutoNation and explain my frustration to the Sales Manager. Steer Clear of AutoNation ford and don't waste an hour of your time like I and many others in the lobby did today.

Kade St Andre Apr 7, 2021

I purchased my first BMW on 2-27-21 at Autonation Ford Frisco. I was hesitant because I always heard the upkeep is expensive however this was a certified vehicle so I felt I was getting a good car. I noticed condensation on the headlights but thought nothing of it. Besides the car has a 4000 mile 90 day warranty. The next day I noticed the condensation so I planned to take it back to be checked. Two days later I get in the car it was making knocking noise and not taking off right. I still was not worried due to the warranty and I just brought the car a few days ago surely they will make this right. I took it to Autonation BMW. They kept the car called and said all the services were not covered basically the lights which cost 2500.00. They told me to go back to where I brought the car. Even the guy at BMW said the should make this right. But they would have to give authorization. I went back and spoke to the service manager. He basically became condescending and said they would not fix because they are need to make a profit. He had the nerve to say that is the chance you take buying a used car. I could not believe he would say that..what about providing cars that are the quality you claim. Then the warranty paperwork I have says nothing about not covering the lights. I brought a car and a week later I am being told to pay 2500. I have brought many used cars and have never worked with a dealership that does not stand by their cars and make things right. They did not even offer a discount. Something to try to rectify. This is the second car I brought from them in less than a year. They lost a good customer. Update: I wanted to come back and say I spoke to the General Manager. A few hours later I got a call back from the same service manager that I spoke with previously and we came up with an agreeable solution. Which is all I wanted. Thanks to the General Manager for moving so swiftly and for addressing my concerns! They got a few more stars because of that...

Angela HL Mar 18, 2021

I brought my 2013 Ford Raptor into the service department to fix the reverse camera as well as diagnose and fix the excessive squeaking in my brakes, especially while in reverse. After investigating, they found some major issues with the rear brakes and the emergency brake (which had been somehow left somewhat engaged without any warning message). Long story short, a lot of brake work was done including new pads and the works. The sound was almost gone. The following day the back Ford logo fell off (the one that houses the camera) I called them up and they said to bring it back in. I drove back up there and they said they had installed the wrong logo plate/camera housing for my truck. Fast forward a few weeks, we are noticing the brakes starting to squeal more continuously. Also I notice a screw in my tire (unrelated to this review). I call up to ask about the tire fix, as I have roadside hazard insurance on my tires from another Ford dealership, where I used to live. Can’t talk to a service rep, only a scheduler as they are way too short-staffed to talk to customers. They suggest I drive up to speak with one. I drive up the following day, and tell them about the screw and ask them to investigate why after spending so much time and $$ on the brakes, are they starting to squeal almost continuously again. They take care of both issues at no cost to me, but on the second invoice the technician says “time to replace brake pads”. This however, appears to have already been done 2 weeks prior, per the separate invoices. I inquired about this and they said they “had to repair the previous work”. I left it at that, but do wonder if they had actually put new brake pads on the first time, which was my understanding of part of the work performed. At the end of the day, the problem is fixed. It did require two additional trips up to Ford though. The staffing situation seems to be an issue, but the actual people I talked to were helpful and were doing their best to keep up.

B Anderson Mar 10, 2021

From the Perspective of the salesman, Michael Krantz, he was probably the most upstanding, personable, genuine salesman I have ever met. AutoNation Ford Frisco, is lucky to have this man working for them. I would go to this guy to buy a car hands down over and over again. Now, From the perspective TRADE values, those guys who look at your car and you never actually talk to, PLEASE go over each and every single number before agreeing to buy a car. The very first amounts on trades we're lowballs. And when I say lowballs, I mean not even within the vicinity of the trade values on KBB or NADA. They offer a value on your trade, which is below value to begin with, take a bunch of deductions and you're left with an even much lower value. The fact that a customer buying a brand new SUV, gets slapped with a $1000 Car Fax Report, is absolutely absurd. To deduct for mileage, after you're already lowballing, again ridiculous. I traded in 2 cars, BOTH between VERY GOOD - EXCELLENT condition. I would say the ONLY deduction I actually agreed with was the tire deduction on one car. Probably was thing we were most "shocked" by...we were sent the window sticker showing the MSRP on the SUV we purchased, 2-3 days before we went to make the deal. So up until we received the paper stating the final price with trades, we believed we were paying $36,910 for this SUV. We come to find out they marked the up the price of the SUV, apparently, (according to them) due to high demand $2500. In all my 20+ years of purchasing vehicles, I had never seen this. I ended up getting $4500 more for my trades, so we ate the $2500, but I already know that dealerships purchase cars for less than the MSRP, so they just made a free extra $2500. In hindsight, after thinking about the whole ordeal that had us at a dealership from 10am-4pm, after my head was clear, I really should have fought that $2500, because that is not the price we were shown that the vehicle was selling for, high demand or not. THE ONLY REASON, I'm giving 5 stars is because of Michael Krantz. If it hadn't been for him, I'd probably be giving the dealership about a 2-3, just because of the dollar amount we ended up paying for this vehicle. We had done all our research and felt at worst case, with $12,000 down payment we'd break even or be within $2k. We ended up $9k over retail and that was a hard pill to swallow. Dealerships prey on the fact that they have something you want and they will get you if you're not careful. Just check, double check and triple check all your numbers. Know the value of your cars on trade. AND if you're shown the MSRP days before you go to the dealership, DO NOT let them hit you with an upcharge due to high demand and you'll be ok.

Brandy Riggs Mar 1, 2021

I purchased the vehicle, used, at this location a couple of years ago. We really liked the vehicle but there was a question of how hard the vehicle was driven by the previous owner so they threw in the top tier extended warranty. We purchased it during the warmer months and trusted their inspection. A week goes by and there is an issue with the paper work. Had to re-sign everything and stupid me I didn't take the time to read the new contracts. It wasn't until much later that I realized it was a bait and switch. The extended warranty was no longer free. It was rolled into the price. I blame no one but myself for not taking the time to read the contracts at the dealership. Winter comes around and we realize the heater isn't working. It was a mild winter so we opted to deal with it later. I finally get around to taking it in to the shop and tell them there is no heat coming from the vents. I called their toll free number and requested a loaner. I was guaranteed a loaner. I called a few days before the appt to confirm a loaner and was told that Austin was off that day and since he was the assigned service advisor he was the only one that could do it. I guess customers are S.O.L if their service advisor calls in sick. I wasn't able to get in touch with him prior to the appt. Day of the appt I show up and lo and behold there isn't a loaner. They offer a shuttle so I sign up and wait. After about 15 minutes Austin comes by to advise me that 'oh so sorry but that's too far'. Spent $30 on an Uber. Living in Denton wasn't an issue when they sold me the vehicle or extended warranty. They tell me I have the 'platinum' (or whatever top tier extended warranty) and it would more than likely cover the repairs. It didn't. I get a quote from the shop for ~$1500. They threw in every charge they could think of (tires, belts, transmission flushes). We finally get to the primary and only issue I brought the vehicle in for and am told 'IT' needed to be reprogrammed. I found this very interesting as I had purchased the vehicle from them and they were proud of their pre-owned inspection. I guess someone forgot to check the heat. This brings their complete inspection to question. The reprogramming was ~$230. ~$230 to plug a device to the vehicle and push a button (yes I'm oversimplifying but not by much). ~$230 to fix something that should have been caught in the inspection. Even their explanation of why extended warranty didn't kick in points to no inspection being done. Austin explained that the warranty only covers break fix and the heater wasn't broken. It just needed to be reprogrammed. I was advised the vehicle should be done the same day due to the nature of the issue. A couple of days later I start calling for an update. One person said it was done. Another person said they couldn't find the vehicle. Then Austin was going to call me back. Didn't hear from anyone that day. I called again the following day and oh yes 'we'll take you're money', I mean they said it was ready to be picked up. Another $30 Uber to the dealership... It would benefit customers if Autonation Ford Frisco put up a banner that says 'welcome to the xxxx show' Buyers beware

Kenneth Valerdi Jan 5, 2021

When I first purchased my Expedition I couldn't say enough wonderful things about Auto Nation Ford. But the last few times I've had it in for maintenance it has been horrible experiences. At the end of last year I had to take the vehicle in because of one tire. I had purchased the tire warranty when purchasing the car. I had one tire that was leaking air. 3 weeks in a row I was at Auto Nation service. The service advisor on the 3rd trip said i really need new tires. I decided to go to Discount Tire where I buy all my tires. The advisor there told me that Ford did not fix my tire correctly that they put some kind of sticky goop to patch the bad tire not to mention my wheel lock was missing. When I called my advisor at Auto Nation and told him he "assured me they don't patch tires like that". I find that hard to believe since they were the only ones who have worked on my tires. I've also had my vehicle in for oil changes of which something I paid for when I purchased vehicle. The last 3 oil changes after having appointments for all of them I've waited 4 or more hours. I always wait on my vehicle and on the 2nd visit I got up from the table after 4 hours to see my car had not even been worked on yet. it was parked outside service where my advisor had parked it. Then this last time after my 4 hour wait I got up and couldn't find my advisor as usual and asked another gentleman why my car was sitting outside the door ready to go and no one came to let me know. Again my advisor was missing from his desk as usual. Apparently the gentleman I asked to help me at this point gave me his business card. He is apparently the Assistant manager and I will be calling and setting up service appointments with him in the future. I just don't understand how it takes 4 hours or more to have oil changed when I make appointments. I do know in the future I will not be spending over $500 for tire warranties from Ford. WASTE OF MONEY!

Julie Lutzel Klockenga Jun 8, 2020

Auto Nation Ford of Frisco Texas I live in Mobile, Alabama and I was shopping for a used vehicle with relatively low mileage and a manual transmission. I thought I found what I was looking for at Auto Nation of Frisco Texas, I would have rather found a dealer in Mobile but apparently, a manual transmission is a rare thing. I spoke with the salesman on multiple occasions before deciding to purchase the vehicle and I was assured that all their vehicles were thoroughly inspected and verified to be in good condition before being sold. I purchased the vehicle and picked it up from my local Auto Nation dealer on 2/11/2020. I drove my car around town for several hours enjoying having a vehicle again, while driving I thought the transmission was making strange noises. I am 55 years old and have been driving a manual transmission vehicle since I was 17 so I know when one does not sound like it should. I had a friend drive the vehicle the next day and they confirmed my opinion that the the transmission was bad. I contacted my local Auto Nation service department in Mobile and made an appointment to bring my car in at their first opening which was 2/17/2020 when they finished evaluating the car they verified that the transmission was bad. Monday 3/9/2020 will make 22 days that my car has been in the repair shop and it is still not fixed. My local Auto Nation service representative has been doing everything he can to help however, the problem is the people at Auto Nation in Frisco Texas. They refuse to return my calls or the calls of the local service representative and until they do and agree to pay for the repairs the car will not be fixed because I do not have the money. Now I know repairs are the responsibility of the owner but I bought this car in good faith after being assured that it was in good running condition and had passed a complete inspection. The transmission needing to be replaced is not my idea of being in good condition. I can only conclude that the inspector did a poor job because they did not know what to look for or the dealer willingly committed fraud. 3/9/2020 I was finally given the option to return the car for a full refund, I gladly agreed. 3/24/2020 The refund check was supposed to go to my local Auto Nation by mutual agreement between myself and Auto Nation Frisco Texas because I was not giving up the title before getting the refund and they were not going to refund the money before they got the title. I still have not gotten the check because Auto Nation Frisco Texas says the check is at my local dealer who claims they know nothing about the check. For the last five weeks, I have not had a car or my money, there is no reason for anything to take this long to complete. 3/27/2020 Five weeks and five days after leaving the car for repairs I finally got my money back, that was five weeks too long. This was the worst customer service experience I have had in the last 25 years and I know what customer service should be because I have spent 35 years doing it. Because of this I STRONGLY recommend you do not spend your money at Auto Nation Frisco, Texas.

David Sepulveda Mar 27, 2020

I have an issue with my 2013 Ford Escape. I started calling their service center as a new customer in the morning yesterday. The first person I spoke to listened to my story and what was wrong with my vehicle, and then told me that she was unable to log in to her computer and that she’d have to transfer me. Once transferred, I spoke to some lady I was not able to understand who had no idea why I was calling, so I had to try and explain myself all over again. I ended up disconnecting the call, because I had no understanding of what would happen when bringing my vehicle in. Because it’s the closest Ford Dealership to my house, I figured I would try back and attempt to schedule an appointment again. When I called back again, it was during my lunch, and I spoke with someone and explained what was wrong with my car. I provided all of my information again. The lady told me that I needed to speak with someone from the service center, and I told her that’s who I called. She stated that she was not in that department, but she would let them know by email that they needed to contact me back to get something scheduled. Two hours later (at about 2:30ish), I did not hear back from them, so I decide to call back in case they were busy or missed the email. When I called back, the girl who answered had no idea who I was, and I had to provide all of my personal information all over again. I also explained my car issues all over again. I advised the girl that I would need a rental vehicle if my vehicle would need to sit for any extended period of time. She said that she could not do that, and that the service department would need to schedule this, so she would need to transfer me. When this girl transferred me, I was on hold for another 30 minutes and no one ever answered the phone. I disconnected the call, and I called back again. This time a man answered by saying hello. I had to check to make sure I was calling the right place, because he never even said the name of the business. I explained I had been transferred, and I needed to schedule something. He asked me my phone number, and asked why I needed to bring my car in.....I told him I would take my business elsewhere because this place obviously does not know what it is doing. I looked up the next closest Ford Dealership to me, which is Five Star Ford Dealership on George Bush Tollway. I took 2 minutes explaining my story, and Christina had me scheduled next day for an appointment. Now that’s great service. I do not understand what the issue is at Auto Nation Ford in Frisco, but whatever it is, you are losing customers before you even have them. A piece of advice, simplify the process of scheduling new customers for service.

Paul Thompson III Nov 14, 2019

Updating my review for 2021 as I tried again. 1st, I should have known better. The last three interactions here have been HORRIBLE but I kept coming back out of location convenience. I booked an appointed to fix two failed electronic pieces of my Ford Edge and get my state inspection done. When they called to tell me what was likely needed for the fix, I was warned that no loaner cars would be available at this time for the repairs. Fine, let’s get the diagnosis done and if we need to schedule the repairs for when I can get a loaner, that’s fine. I live alone and have no access to another vehicle and have medical concerns so being without a car for several days won’t work. I did let them know I would need to be shuttled home while they do the inspection and determine the repairs needed. All was good. When I arrive and got set up with Damian, I wanted to ensure my previous issues (black handprint on Grey roof) would not happen again by the car wash team. I was informed they furloughed the car wash team. Okay, but that’s part of my service? He wouldn’t be washing my car. Checked everything in and learned the shuttle would be an hour or more. I had a meeting so that wouldn’t work and Since I lived around the corner Damian just rode with me while we drove back to my place and he took the car. I asked when the shuttle would be back to get me and he said that just the diagnosis and inspection we’re going to be overnight. That was not even discussed and now I was stuck. No loaner, no vehicle overnight. As he was stranded at my house I took this to be something I wouldn’t avoid and he proceeded. Now it’s 2pm the next day and I’ve heard nothing. The shuttle is off at 3pm. When am I getting my car? What was wrong with it? No communication. I start calling. Well there are SEVERAL numbers for this dealership. The numbers on THEIR a website are disconnected. The numbers on Google business listing are disconnected. The numbers on their Google maps page ring and ring but never answer. I cannot be without a car so I ask my disabled neighbor to drive me over. I get there and 5+ service employees are hanging out in a group and laughing. Damian is no where to be found and these people ignore me. After waiting Patiently, I finally get their attention. 1st, your phones don’t work. I’ve been calling and can’t get ahold of anyone. 2nd, where is my car? They clearly don’t know but go to find Damian who will. Damian says he hasn’t called because they haven’t even looked at my car. So they take appointments, but they mean nothing. Not even delayed a couple hours, but he said it’s going to be several days. Service is backed up. But they are still taking new appointments. I asked if he thought it was appropriate to not even call to tell me this? Stared at me. I asked what their plan was since they were leaving me with no car. Stared at me. At this point I demanded my car back and for them to call me when THEY can follow through on the appointment they scheduled. When I got my car back, I learned they also left it outside overnight so now it is covered in water spots that I am going to have to pay to cleaned off. I forgot to mention that I asked for them to look into finding me an upgraded version of my car while it was being looked at, as I was interested in possibly trading it in for a newer model. My vehicle is an Autonation Ford. I’m trying to buy an Autonation Ford. But somehow customer service just isn’t something this location cares about. I will not be back to any Autonation location and will take my Ford business elsewhere. You should do the same. These people DO NOT CARE ABOUT YOU. You are just a number and they do not care to do anything to take care of loyal customers what so ever. Previous review: I’m so unimpressed by this location that I’m officially done. After a TERRIBLE experience with my last appointment, they offered me a free oil change and detail. They had me wait 45 minutes at the dealership an hour after calling to say it was done and ready for pick up. I booked their apology service for today while my mom was in town and could easily take me and when I left early from work she could drop me back off and we would go on our way. They said to come at 3. Got here and it was “going through the car wash and would be right up”. Cue 55 minutes later and I’m visibly irritated that I’ve been standing at the pick up door and no one can find my car. Way to apologize for terrible service Ford Motor Company.

Sarah Seeley Sep 27, 2019

Customer Service is terrible at this location. You don't feel important at all!! After 4 hours at the dealership to settle on a deal (we tried to leave 4 times but they kept on & on with 3 different salesmen) and not leaving with the car I went there to test drive because they couldn't "make the deal work" (Ali told me he could make it work before I got there), I ended up purchasing another vehicle from their "sister location" but through this dealership. Keep in mind, I did all of my preliminary work including applying for credit on their website before I ever walked in the door so I had an idea of what I could afford. Apparently though, that stuff doesn't matter when you get to the dealership, I was told. Um, really?! I had to start from scratch on everything. Anyway, once they "close the deal", and walk you out, thats the extent of their customer service. We had a terrible experience until we talked to Peyton, the Sales manager, three days after our purchase. Up to that point it was complete silence by our Salesman, Ali Usman. He told us he would get back to us on Monday (we were at the dealership on Saturday) about when they were going to deliver the vehicle. Peyton kept his word though and provided us with great service and on time delivery. Delivery of the vehicle left alot to be desired as well. It was delivered to my place of business by a gentlemen that didn't seem to speak english very well and couldn't tell me anything about the car. Remember I purchased my car from their sister location so I knew nothing about it other than the type of car it was. Typically on delivery, a good dealership will have someone go over the car with you and provide you with at least an idea of the way things work on the car. NOT this dealership! It may be a used car but it is "new" to me and a BIG upgrade from what I was driving. I've had to figure things out all on my own. Rest assured, I won't be doing business with this dealership again. It was such a disappointment considering it has been over 15 years since I bought a car from a dealership. I just expected more being that I'm in the customer service business myself.

Carla Jones Henson Sep 23, 2019

The service at Auto Nation has continually gotten worse each time I took my Ford Mustang there. Increasingly, the service agents put on a hard sell to upsell maintenance and customer service has decreased each time. My last visit there consisted of waiting 3.5 hours for an oil change. Not one, but two, service consultants continually tried to upsell work (to the tune of selling close to $3000 worth of maintenance work…even though the car had less than 85,000 miles, “would you like to go ahead and do the 90,000 mile service now since that is an expensive one?”, a tire pitch, a whole set of brake pads, etc.). One of the upsells was done by calling me on my cell phone even though I was sitting in the lobby 15 feet from the service consultant. Typical of this visit as well was they changed the battery in my car fob the previous time and it no longer worked. I had them look at it and the service consultant said it was because they put in the wrong batter. “That will be $9 for a new battery to fix it.” This is the Auto Nation Frisco way…they made a mistake and you get charged extra to fix it. As noted, AN Frisco has become about extracting as much money from you with a we-couldn’t-care-less attitude. I finally sold my Mustang after that and bought a Challenger. I had bought an extended warranty through Auto Nation (mistake #1 as the promises of the warranty like a loaner car if they had to keep the car were never met). I had called to get the refund for the unused portion of the warranty, but the Auto Nation operator said it had to be done via the finance group at the dealer you bought the car from. Needless to say, several calls to Auto Nation Frisco were never returned. I finally had time to go by in person and could see why they were too busy to return a call when I interrupted three finance guys working hard in a meeting involving intense yucking it up over cell phone social media time with their feet up on the desk. One of them, Marcus, said I just needed to e-mail them the odometer reading from when the car was sold and they could process it. I did that on July 1st, sent a follow up on July 7th, and another follow up on August 10th, and well, you can figure out it. No response ever. As I said above, AN Frisco is all about getting and keeping your money and customer service is non-existent. I imagine I will need the consumer reporting team at NBC5 to get involved to ever get a response out of this bunch and ever see my refund…

Chip Kelley Sep 8, 2019

BUYERS BEWARE: TAKE YOUR BUSINESS ELSEWHERE! THE WORST CUSTOMER SERVICE, EVER! They'll go above and beyond to "earn" your business but once it's all signed and done, you can bet a million bucks you were better off taking your well spent time and money to another dealership who truly deserved it more. I purchased a NEW vehicle from them (paid off in full at time of purchase, by the way) and within the first week and a half the A/C is already having issues. At the highest setting and max a/c it barely blows any air at all. I've got two babies, a one year old and a month old baby, so any parent can understand how upsetting it is to not be able to properly go anywhere without the concern that your children are in the back seat sweating and crying about something that is beyond your control. And purchasing a vehicle is already a big investment, but when you figure out your investment was put into something that doesn't work properly after putting so much money towards it, I have every RIGHT to be angry. I've been thrown around in circles by the sales team, when I was told it was an "easy" fix. Like many reviews given, they don't give you a loaner car as promised. I pretty much had to throw a fit to receive one and even then it seemed like an inconvenience to them. When I came the first time and spoke to the service advisor, it was pretty much "sorry but you're gonna have to drive home in this heat with basically no a/c until monday" (I came in on a wednesday) what...kind of dealership /customer service does that? The fact that they saw two of my babies in the back seat and still chose to send me home with no concern of how miserable we'd be literally shocked my entire family and friends. BABIES, it's not like it was just me in the car. I get a text from the sales person a day after I have the loaner and he tells me there are no issues with it and the techs and him have checked over it and the air blows out cold. Well had they paid attention to what I was telling them the issue was they would've made sure all bases were covered before texting me to tell me that I'm just imagining things. Now not only am I upset I get a defective car but that they

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