Recent Reviews from AutoNation Ford Frisco

I bought a F-150 from AutoNation Ford in Frisco. My salesman Darrell Williams was awesome, he made the initial buying process great. The Sales Manager Cody Coffey however ruined it. The Friday I purchased it was raining off an on, we identified some damage on the front bumper that needed to be replaced and communicated when I could drop it off. Over the weekend I identified some hail damage that was previously unnoticed on the hood and the roof because of the rain. I spoke with Cody about it on the following weekday while we were discussing the bumper issue. He informed me that it wasn't something the would fix. I asked why it was not disclosed to me and I was told that it was "my fault" and I failed to inspect it (while it was raining...) A inspection sheet was provided to me that is a 200 pt. inspection and the exterior was marked as good to go. When I asked, Cody said guess they didn't see it. I informed Cody that I did not want to return the vehicle but if we could repair it that would be better. I was pretty much informed too bad so sad "if you don't like it return it." The problem is not that I think a used truck wont have damage, its that I felt like he was sneaky/ dishonest about it and instead of trying to work with me on it he decided to be shiesty and didn't care. They fixed the bumper per our arrangement, Cody's communication was horrible and when they returned the truck it was dirty, on empty, and someone had left GUM on my rear bumper! I was originally excited because I was told AutoNation was a Military Veteran friendly buying experience, that was not my case, and I am unhappy with the experience I had. I would all day recommend my friends and family to go see Darrell for a great buying experience! Unfortunately I would not do the same for Cody , and as it seems he makes the decisions I will have to pass on the positive referral. Guess I should stick to Carmax for my used car buying experience. UPDATE REVIEW 11/30/2021- I received a response 4 weeks ago to my review requesting I reach out to the GM to see what could be done to make it right. I called twice and left messages, and I also emailed and have received no response. This is disheartening, as I would have liked to feel better about the experience and would have no problem changing my review, as problem resolution for a company can be a game changer in providing superior customer service. Unfortunately, Autonation was not interested and their communication was in line with what I had experienced so far.

Craig Decell Oct 20, 2021

I was originally told that repairs would be made in about 6 days time. My vehicle was in the shop for over 20 days. Adding insult to injury, we bought the platinum warranty with the promise that a rental car or loaner would be provided. This has been proven FALSE. We had to get a rental on our own and were told that Autonation would cover the rental for the repairs. After 2 weeks of constantly trying to get an update from the dealership with no success, I had to finally drive out of my way to go into the dealership, just to be told " oh, we have been waiting on authorization from you" I received ZERO calls, ZERO texts, and ZERO emails about the status of my vehicle. I have screen shots of the day I was told my vehicle would be done, I dedicated 3 straight hours to calling every phone number I could find for the dealership, I even reached out to other departments. I was Finally able to get ahold of the receptionist who told me " I promise you, the phones are working. Let me transfer you. " who then transferred me to the same number I had been calling intermittently for days with ZERO success. I then tried to call the receptionist back and failed to reach her again after multiple attempts. I then had to go into the dealership again on the "delayed" day that the vehicle was promised to be finished. (Again, could not get ahold of anyone for any kind of update. So I had to drive into the dealership) this time I was told that there was a part that was missed and they don't have on hand. So the car will need to stay there longer. Again... im in a rental, so we need to extend the time of the rental again. This time I brought up the issue again of the rental not being covered by the warranty plan that we purchased. I was then told that Autonation could cover 10 days of rental and that they would take care of the extension with Enterprise. We then waited another 5 days for the remaining repairs to be made, and we get a phone call from Enterprise asking us if we intended on bringing back the car because we were multiple days past our rental agreement. I called Ford and they said they had taken of the rental extension. So I got back in touch with Enterprise and they had zero communications with Autonation Ford. My family feels that we have been lied too and stolen from by Autonation Ford Frisco. We paid nearly $5000 for a warranty plan from Autonation Ford that promised rental/loaner and timely repairs. I have spoken to other Ford dealships and they have confirmed that these repairs should have been completed in less then 10 days. This reinforces that the rental car (who we had to schedule on our own behalf, after being promised that Autonation would take care of) would have been turned in around the 10 day mark, not over 20 days. And I would not have a nearly $600 bill from Enterprise that I feel Autonation is responsible for. On top of everything, we asked that the oil be changed durring the vehicles time in the shop. (Asked on original drop off) when picking up the vehicle, there was zero evidence that the oil had been changed. The oil change sticker had not been replaced and still displaying the old expired sticker, the information cluster said there was 9% oil life remaining, and oil on the dip stick was very black and not a golden tint that recently changed oil has. I reached out to Autonation Ford on this and they said again that they had changed the oil, but could not furnish any evidence of such.

Phil Soelter Sep 13, 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

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

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