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Recent Reviews from AutoNation Ford Frisco

In a nut shell just avoid the dealership. Bad practices. No customer service. Don?t know why they have a phone? In order to get things done you have to leave multiple messages that do not get returned if they happen to call it?s weeks later. Don?t make the mistake of forgetting to ask another question after the fact cause you won?t get through the phone line and left to leave yet more messages that you get a response to days later if not longer. When you do finally get to the dealership after almost a month you get to converse with the service writers and oh boy what a treat that was. When you ask ?hey you know you?re a hard guy to get a hold of? in a respectful manner of course?the response you get is ? yeah well you know how it is it rolls down hill. That?s just what I wanted to hear but it was aptly applied to s?t show that was evident. The work was done adequately at least the recall work and the warranty work? ( though I just didn?t feel overly confident just felt a little shady) also there was an issue with my wiper blade water pump on my passenger side that didn?t push the water out as it should. So I ask if that could be looked at as well, (In which was also noted when I initially made the appointment.) but was not mention by the service writer so I brought it up again? anyway. He said he would charge me $250.00 dx fee just to look into it so much for bumper to bumper warranty. So I declined just felt like it was a money grab.though afterwards when my car was ready I drove off and checked the wipers and now both water pump aren?t working. I went back and the service writer said it was owner caused and that they could take a look but it would be at my expense unless it was truly defective. That it would take a few more days. So I decided not to. The service writer stated that if it was chewed/eaten up wires that I would be responsible, said that rodent like to chew/eat up the wires? my question is really wouldn't it make sense that if that was in fact the situation maybe they should use different wires that did not attract rodents to feast on expense car wiring seems that would be negligent on ford part to continue using rodent attracting wires. Don?t get me wrong I like Ford But I?ll never buy another car at that location. Nor would I recommend anyone to do so. Stay away. And maybe ask Ford to get wires that rodents don?t like I don?t know if in fact that is the issue but I guess I?ll just use a water bottle to pour on my windshield when needed. Thanks Ford!

Joel Flores May 15, 2023

I was referred to this location as I was told it was the only one who had stock on a part which was on national back order. I spoke with a gentleman in the parts department and he confirmed the part was in and transferred me to setup an appointment. My appointment was scheduled for Monday December 19, 2022. I dropped the car off Sunday and was told by the young lady at the front desk she would be giving me a call the following day as I caught them at close, which was completely find and understandable. By Wednesday I did not receive a call and decided to call to make sure everything was okay. I was told my car was being reviewed and they would have an update for me shortly. After a week I decided to touch base and was told by a gentleman my car had not been serviced and it would not be serviced until Feb of 2023. This was my experience - constantly being told one thing then another, no one answering phone calls, being told they are weeks behind but this week would be the week my car would be looked at. I decided one day (a Saturday) to go up in person to see exactly what was going on. I sat in the waiting room and called the phone and watched the employees mingle amongst themselves while the phone rang. I finally received my car back towards the end of Jan with a LEAK, same day I notice it, the car was brought back in. After several weeks of being told this would be the week they'll look at my car I was finally quoted 6k+ to repair the leak. The part I originally went in for was covered under warranty. I finally decided to have my car towed in MARCH and reviewed by two auto shops, both came to the conclusion I DID NOT have a leak that would cost me 6k+ to repair. The total repair cost was 1/3 the cost quoted and took a couple of days to repair. I did my absolute best to understand shops fall behind, new management takes over and there is miscommunication within the team but at what point does the company take accountability that they failed the customer?

Cyrus Sales Apr 11, 2023

I understand this is my own experience with this location and does not reflect everyone's experience. Simply sharing my perspective. I was referred to this location as I was told it was the only one who had stock on a part which was on national back order. I spoke with a gentleman in the parts department and he confirmed the part was in and transferred me to setup an appointment. My appointment was scheduled for Monday December 19, 2022. I dropped the car off Sunday and was told by the young lady at the front desk she would be giving me a call the following day as I caught them at close, which was completely find and understandable. By Wednesday I did not receive a call and decided to call to make sure everything was okay. I was told my car was being reviewed and they would have an update for me shortly. After a week I decided to touch base and was told by a gentleman my car had not been serviced and it would not be serviced until Feb of 2023. This was my experience from December until mid March. Constantly being told one thing then another, no one answering phone calls, being told they are weeks behind but this week would be the week my car would be looked at. I decided one day to go up in person to see exactly what was going on. I sat in the waiting room and called the phone and watched the employees mingle amongst themselves while the phone rang. This is where I finally received a personal rep (Madelyn) - first, thank you for your hard work and consistency with providing updates. This young lady call/text me weekly to tell me there was no update on my car and would proceed to apologize for things completely out of her control. She did her best to bring the situation to her manager, even if it meant nothing would come from it and for that I am grateful. Let's wrap this story up. I received my car back towards the end of Jan with a LEAK, same day I notice it, the car was brought back in. After several weeks of being told this would be the week they'll look at my car I was finally quoted 6k+ to repair the leak. The part I originally went in for was covered under warranty. I finally decided to have my car towed to my personal mechanic to check out this 6k leak they claim to have found. It was reviewed by his location and another auto shop and both came to the conclusion I DID NOT have a leak that would cost me 6k+ to repair. Towards the end of working with this location I had the opportunity to speak with the new manager Tammy who unfortunately caught me months after going back in forth to get my car repaired (my patience by then was hair thin) and the GM Jason on resolving the issue however I do believe due to the lack of integrity, blank promises, and constant run around the relationship was damaged beyond repair. I do feel like they could have handled this situation better especially with being a first time customer who spent almost 3 months without a car. I did my absolute best to understand shops fall behind, new management takes over and there is miscommunication within the team but at what point does the company take accountability that they failed the customer? Again this was my personal experience with this location and does not reflect everyone's experience. I'm simply sharing my own perspective. I do hope if anything the company takes this as a learning opportunity to provide their future customers with better customer service.

Cy Apr 1, 2023

The fine folks at the service department do a great job of writing service contracts and repairing vehicles despite being severely understaffed in both areas. What business isn't understaffed in today's (2023) high inflationary economy? Very few are unaffected by this. About their phone system... Don't even think about trying to call anyone in Service. You may never get through. They are stretched very thin. The worst part is that while you're on hold, the automated attendant tells you to wait for someone to speak to, then hangs up on you about three seconds later. I called the Service department nine times this morning to try to get through to one of the advisors, trying various options. I was hung up on by the automated attendant eight times. After telling the main operator how many times I'd been hung up on, she finally sent a message to the Service department to have someone call me. When I got to the Service desk, I was then told that the service advisor I was trying to talk to was at home for the day on a much needed and well deserved day off. That is evidence of poor communication between the main operator and the various departments. The human operators are in a huge hurry to get rid of you as soon as possible so they can answer the next call. Once they've transferred you to another number, they think their job is done. That is abysmal customer service. I have spoken to one of the store managers about their phone system and he told me that he knows it's awful, but that they unfortunately have to live with it, based on decision making higher up the corporate ladder. That's unfortunate. The people at this dealership are great to work with. It's a shame that they're hamstrung with such a terrible phone system/service. A couple of months ago, after having one of our store-owned vehicles at this dealership for six weeks with no updates on the status of just the diagnosis and no way to contact the service advisors by phone, I drove another one of our company vehicles to talk to the advisor in person. Such is the state of our union.

Jim C. Mar 14, 2023

All the positive reviews, I think are fake, they pay people to out weight the bad reviews on Google, pay attention to the negative ones! My sales guy Michael De C(can’t spell his full last name) was wonderful. Put a smile on my face, I did everything credit wise prior through capital one finance, so I knew my approved amount, interest rate, monthly payment etc. I asked Michael to ONLY run me with capital one, I had a current loan with them and was trading in my Audi, he turns things over to Rahim Thanawala, and everything was down hill from there, my phone goes off I get 4 different credit inquiries only for Rahim to approach me and say “let’s talk because I’m thinking capital one offers you the best options” DUH!!!! I complain about the credit inquiries, it’s disregarded, he begins to talk to me like I NEED a car and they are my only option, mind you in trading in an Audi q7 I was tired of paying for the expensive repairs, so I don’t NEED anything. To sum it up he kept me there after closing trying to up sell me, and kept saying 5 more minutes and we’re done that turned into an hour, I test drove the car for 2 days came back to do the paper work…… every bit of the paper work was wrong he put everything with a 2022 date meaning my warranty as well I didn’t realize that until I got home and was going over it with my husband. Called Rahim only for him to rush me to come in before month end, which technically I already did, you messed up sir! Eventually went back to do my paperwork again and I checked it before leave….. warranty still wrong!!!! Asked him to do if a third time! It was just a lot and he seemed sneaky to me and unorganized. I truly hate to give him such a review but they keep sending me emails asking sooooo here ya go CHECK YOUR DATES and PAPERWORK They asked me to call them to make it right after I posted this review I wouldn’t even want them to gift me gas, let alone any other services.

MSShanna “NaturallyShanna” MM Mar 10, 2023

I have been with AutoNation Ford Frisco as a customer for over 3 years. I have had good experiences with the Service Desk and quick services. However, this all changed once my transmission failed. I had it towed to AutoNation For Frisco back in December of 2022. I was told that they would look at my car in 4-6 weeks for a diagnosis and to begin the process. This did not happen. I had no communication with the Service desk because I was booked for Service Desk employees that quit and the dealership forgot about me. I finally got a Service Desk employee, but communication has been bleak to nonexistent. I even had to go out of my way twice to walk over to the dealership in the cold to ask for the status of my car. I got help from the GM and another Service Desk employee. After the 4-6 weeks of waiting for a diagnosis, I was told that it would be another 4-6 weeks because of low Service Desk staff and only having one transmission technician. These were the same reasons or excuses they were giving me in the past. I had lost my patience with them. I even thought of committing suicide and called the Suicide Prevention Hotline because I am alone with no car. I cannot do my daily functions in life without a mode of transportation. The Service Desk employees have told me that there are 6 other cars in front of me for transmission problems. Some of them have been waiting since November for their cars. Just imagine how they are doing, feeling, what their mental health is right now, or their emotional state. These employees say they care about their customers, but they really don't; all they care about is taking your money. This is why I am leaving this poor review for you because of your lack of customer care and lack of service. These problems can be solved by hiring 3 or more Service Desk employees and hiring 1-2 more transmission technicians if things are backed up as badly as they are. But, if these solutions are implemented, the AutoNation Ford Frisco has lost all of my trust and I will never EVER go back to them again!!

SoCalMan Jan 31, 2023

worst experience getting just the oil change. first you take appointment and they assign you service advisor and if you wish to talk to them then you can't as they don't even pick direct numbers. I have to reschedule my service two times as I was not able to talk to service advisor. eventually I have to visit on my appointment date as I don't have alternative, when I reached there I have been told it's to crazy so it might not today so I need to reschedule. I didn't have any choice so I rescheduled it for friday at 11 am, and I asked how much it will be for pil change and tire rotation but the service advisor quite busy and told come on Friday and it will be done in 2 hours. she texted me and said you can.ask questions on text. so I texted her no answer and I waited for Friday and then on Friday I reached on time and then she said we are quite busy it will take now couple of hours so I said then why you do appointments and she started making faces even not listening. She said you are here for tire rotation, I said no for oil change and tire rotation please update your system. Anyhow, I dropped the car and she said they can do uber to drop me off to office and said she will text me for service. I keep on waiting waiting then I have ask after 3 hours to check status and after an hour I got message its ready, I said okay please send the cab , no reply, no reply, I keep on waiting waiting waiting and eventually she turned back and said I told you millions time sir we are super busy, which I think is so rude and then she said there are services recommendations that also need to be done.she sent me screenshot which doesn't mean anything without she call me and explain. I asked few questions but no answer so eventually I have to book cab myself because I cannot keep on waiting on her. when I went over there and asked about service recommendations so I said if I get to these other services done you guys can do it and she said it will take time, so why did you sent service recommendations if you don't have ti.e. anyhow, I was really mad and said is pil change and tire rotation done so let me know how much I have to pay as she was making faces. She gave me the bill and I keep on asking that you did the oil change and she said yes but when I came back home I only see tire rotation bill nothing for oil change, so I texted her and she said yea it's done and i said i don't see any updates on Ford pass app, it still showing 8% oil life, she said it will get updated in 24 hrs, now its Monday and it's even went down to 7%. I texted her and still no reply. I think this is worse experience I had at automation ford frisco. So I never recommend but sometimes you don't have choice.

Vikas Kansal Jan 2, 2023

The worst service department ever. I highly advise going to another dealership and safe yourself time. We called Mid September because my hubands truck was making noises. We were told it would be 11 days before they could even look at the truck bc they are down technicians. So they scheduled our service for Sept 30th at 9:30 a.m. I received a text late Friday pm saying we missed our appointment. So Saturday a.m we called and they stated they dont have records of my vehicle and dont see it. They got the service department manager Kyle on the phone and he said the same, said give him a hour and he would call back. We waited 4 and I called them back, started to freak out since I have text messages and recorded messages saying they dont have my vehicle but our service rep checked it in the day prior. I left 2 messages with no return call for Kyle. I then called the GM of the dealership Jason and left a message. I still til this day never received a call back. Now its almost 6pm with no one returning my call not knowing if my truck is there or not. I start texting some chat thing on thier website, stating if I dont receive a call back by the end of the day I have no other choice than to call the police bc my vehicle is MIA. No response so I call a 1-800 number telling him the same thing.....oh and durinhg all this trying to watch my sons basketball game. I told them my whole story and he surprisingly got Kyle on the phone. By this time I did have major attitude. He said he would walk the lot and look for my truck and would call us back, I said nope you said they same thing 10 hours ago, so I waited on the phone. He found it and said he was laying hands on it and apologized and promised he would have the technician look at it Monday or Tuesday. Here we are almost 2 weeks later and no one has called or even opened the hood to my truck. We called last night and got Kyle on the phone and he said he was going to look and call us back, in old Ford fashion we havent received a call. I own a business and I would never leave people hanging and out of the loop like this. They also lie, we called last week and Sean said thier only technician is out sick but my husband had talked to Kyle that SAME day and said he would look at it. So was he out or not? They also dont have loner cars, they tried blaming it on covid the prior year but in the 4 years we have dealt with Ford Nation they have never had a loner. I bought my other truck from GMC and I get a loner even with a oil change. here we are a family of 6 trying to juggle one car. I am highly disappointed with this whole experience and was looking for to getting my boys trucks but definitely not at this location. In a business customer service is key and they highly lack in all aspects of customer service. RUN

Kelli Jones Oct 11, 2022

Reached out early september 12 about a car. Made offer, was told no can do. Fine, no harm, no foul. Go looking elsewhere. Friday I got reached out to by them checking if I was still looking. I said yes. I advised what I was willing to pay. X Down and Finance X amount through my credit union. I was told he would see what he could do. Later in the day, I was told that they agreed to the price with me but would like the opportunity to match my credit union in finance. I said I would think about it and that I would come pick it up on Saturday. Later in the night I called the guy and said I thought about their financing and want to do mine and to let them know. Saturday the 17 rolls around and I get a message saying Deal is off, I cannot have the car for the agreed upon price unless I go through their financing. (Not the sales guys fault. no problem with him). Leave message for GM to call me, calls me and says not going to do it, they shouldnt have agreed to it (I had it in email and text) and that the only way it would work is to finance through them. I pretty much told him it was a bait and switch to offer one thing and agree, the pull it out from under with the forced financing through them and that I would be letting friends/family/coworkers know how their operation is and how they operate. Dude responds that I shouldn't threaten "frivolous" claims and it is not a bait and switch. I said perhaps technically it isnt but is sure is shady to have a gentlemans agreed upon price and to have it cancelled last minute. Asked for his Regional VP or Dealer VP's name so I could escalate and he says he is the top of the chain. He again says that his people should not have done it, but since he "is a man of his words" he would make this one time exception to it. I replied well, since you are making an exception, this leads me to believe you could be in the wrong here and are just trying to cover your bases. Emailed me later in the day to offer the car to me again and he would set up the process for me to take delivery. Haven't replied to him yet and won't. Found a dealer right down the road from you that was much more willing to take my check and let me finance through someone else. GM, if you are reading this a little communication up front could have solved all of this. Advise your customers that they must finance through your dealership to get any wiggle room. Had I been advised on friday that an agreement could be made BUT I MUST use in house financing instead of being advised "...they would prefer you finance in house or the opportunity to match....." this all could have been avoided. I would have declined and gone away in a much better mood. Dont wait until a deal is made then spring this little trap. Thats SHADY AF!!!

Disappointed potential customer Sep 18, 2022

If I could give this dealership zero stars I would. STAY AWAY FROM THIS SCAM DEALERSHIP. We are repeat customers, and just recently went in to buy our third vehicle from this dealership. We found a 2017 Ram 2500 in PRISTINE condition, not a single dent or scratch. While we went in to sign paperwork, the salesman took the truck back to detail/fuel it and damaged the truck on the front passenger side. After signing papers (close to closing) we went to transfer everything from our old truck into the new truck and the salesman strategically parked the truck where the damage wasn’t noticeable. We pulled out at closing and one of the salesmen instantly shut the gate behind us. We didn’t notice the damage until we got home late that night (we live over 100 miles away). Bought truck on Saturday August 6th, dealership was closed on Sunday August 7th so we couldn’t call them about damage until Monday morning August 9th. Sales manager stated the dealership takes pictures of every vehicle when they put it on the lot and when it’s sold. He admitted the damage happened at the dealership after comparing the pictures that were taken when they received it to when it was purchased. Told us to bring it in and they would repair all damages they caused to truck. Husband had to take off of work the next day August 9th to drive over 100 miles back to the dealership and drop off truck. They said truck would be ready in 1 week which would have been the 16th. They claimed the truck was ready after a week and half later.. August 19th. Husband couldn’t take off of work again so we went Sunday the 21st to look and make sure they fixed all of the damage. They in fact did not. The truck we went in to purchase in PRISTINE condition now had terrible paint overspray, a bent hood, the Cummins badge was falling halfway off, scratched bumper that is bent up towards the quarter panel and fender flare. Monday morning the salesmen and manager claimed they fixed all damage and they’re not doing any other repairs to it. Truck was not in same condition it was in when we signed papers. Husband told salesman this was unacceptable. Salesman stated truck was in better condition then it was when we purchased it. Overspray, a bent and scratched bumper, bent hood, and half peeled off badge is definitely not in better condition than a truck that was in mint condition. Salesmen then stated they could put a new badge on truck and adjust the hood/bumper. Dealership has truck for another week August 19th-26th. Husband had to take off of work again and we went to look at truck once again on the 27th. Salesman reminded us to bring in some documents we needed to finalize the loan with the bank. When we arrived the only thing that was repaired on it was the badge. What happened to fixing the rest of the damage you stated you would repair? They once again claimed everything that was damaged Has now been repaired and they aren’t doing anything else to the truck. Husband handed salesman the keys to our loaner and thanked him for their business and let him know we aren’t buying this truck because it’s not in the same condition it was in when we signed papers. Salesmen went inside to get sales manager. Manager Cody came out to see what was going on. Husband told Cody the truck wasn’t fixed right and showed him remaining damage. Manager was stern and said there was no more damage. Then pretty much tried to blame all of the damage on us. Manager Cody then LIED and stated the loan has been finalized and the truck was our’s. Then threatened that if we leave without the truck that they would impound it and we would be fully responsible. Reminder that there were still documents needed to finalize the loan so they were trying to scare us into taking delivery of the damaged truck. We left without the truck. Today August 29th husband called the bank that our loan was supposed to through and told them what was going on. Bank stated the dealership did not provide them with all necessary documents so they returned the contract to the dealership on Friday August 26th. The deal was never finalized. They have made everything extremely inconvenient and stressful. Extremely disappointed because we have always been loyal customers but they will never get our business again. **EDIT TO ADD: The dealership already sold the truck that we traded in so now my husband is without a vehicle**

Emily Harrison Aug 29, 2022

This is the single worst Ford service department I have ever dealt with! Normally I do not leave negative feedback but this place was horrible, TWICE in a row. I made an appointment to get my pickup in to get worked on, even took it in a day early. It was there for over a month and they did not even look at it! I was even texting with the service advisor during the time it was there. When I showed up to get it and they looked at me like I had three heads and even asked why it was there. They did not have records of what the problem was. No wonder they never looked at it, obviously it never even got checked in. I told them what I thought of their service and that I would never be back. He asked if I wanted the manager to call me, I said if he chooses to that's fine but I had no expectation. If this was my business I would have resolved the problem immediately, but not them. A few days later I get a call from the new "director" Nick Nicholson who apologized and asked me if I would please bring it back in and that he would make sure himself that it was taken care of this time. He went on to explain that the dealership had a lot of problems and that's why he was brought in and he had so much experience and would have the place turned around in no time. I appreciated his call and explanation, so I agreed to give them one more chance. He even provided me his personal cell phone number so I could communicate directly with him. So again, I schedule an appointment with him, even texted him when the truck was dropped off. Fast forward another MONTH and I am headed back and texted him what day I would be there to pick it up. I show up and once again it had not been touched. The service advisor was supposed to have the service manager and the director call me. I texted the director Nick what had happened and it was yet again a total failure. To this day I have not received a call nor text from Nick who I was texting or from the service manager. While I was in there another gentleman was in there extremely mad because the same exact thing had happened to him. This place not only does not provide good service, they apparently don't even provide service to many! I would avoid this place as they do not care about you or your vehicle.

Corey Pradon Jul 30, 2022

If you must buy a vehicle. Go else where. If you don’t care and still want what ever they have for sale. Make sure you don’t work with Keith or Cody. And if you do and you end up still having issues and have to speak with someone it seems that Jeannie is the one that gets stuff done-ish. Now for the play by play We where online and found a blue jeep that was in stock. We called the dealership and spoke to a Keith. He stated yes he had it and would have it ready to go. We showed up and test drove the vehicle and had our vehicle appraised by Cody who is the “pre-owned sales director”. We had agreed on price but because it was late on Saturday and the banks had closed that they would hold the blue jeep for us to return on Monday to finalize the sale. We had processed everything with our bank and sent over the contract etc to the dealership Monday morning and had everything ready for me to bring the check and sign the docs at the dealership to buy the Jeep. I called Keith and he informed me he was at lunch and would call me in 15 minutes when he gets back from lunch. An hour had passed and I called him back again as I hadn’t received a call from him. When he answered the phone he informed me they had sold the jeep to someone else. I know I was surprised and angry. How can they do this legally? How can they do this and not feel bad? So I drove up there after work to speak to the manager (I know. Big Karen move.) I waited for close to 40 minutes before a lady coming out and greeted me. This is when Jeannie the number 2 in charge started helping me. She assured me that they had already filled her in and she would work something out for us to help the situation. I’m thinking to myself “alright let’s see how this goes. Let’s see what they can do to make this right.” We finally land on another Jeep that was on the lot albeit more expensive (I know bait and switch, idk). She did she would hook us up on the price and trade in value. I’m was happy she was able to help there a little bit. After that we did a BVA to ensure they didn’t sell the vehicle over night like they did on the blue one. We finally take possession of the new jeep the next day as the banks where closed when we where at the dealership. So far we love the jeep and would highly recommend getting one. The wrangler is an amazing machine and driving with the top off and doors off is a blast! I can see why FORD tried to mimic it with the bronco. Too bad they are having motor issues after about 10k miles. ¯\_(ツ)_/¯ But wait. There’s more… Having only driven the jeep during the day we noticed a couple of days later the passenger headlight was out. No worries. Let’s reach out to the dealership and see if this is something they can fix for us. Ya know cause we just bought the vehicle and it should have been “reconditioned” and went thru a “state inspection” prior to being marked for sale. So I texted Jeannie about this issue. I didn’t respond back right away so she had Keith text me to try and get this fixed. (yes I know the guy who dropped the ball the first time now here we go for round 2) Keith instructs me to have my wife bring the jeep up there and they would have to “lyft” her home. Just to change a headlight bulb. (Crazy right) so I send the wife after talking with him prepared to leave the jeep to get the bulb put in. Only after the wife drives up to the dealership and spoke with Keith and a service advisor, they said “we don’t have Jeep parts” (it’s a head light boys and girls.) the service advisor told my wife that they only have ford techs here and ford parts. They couldn’t help us with the light bulb. So my wife left the 1st time. When she called me to let me know of the situation I’d had enough. I texted Jeannie again to which I expressed my opinion on Keith being rather incompetent to say the least and to have them fix the light. She said she would get the bulb and was waiting on the service advisor. Little while goes by and she texts me she had the bulb. Great! We can finally get this all out behind us and move on. Wife shows up to get the bulb (2nd trip today) and guess what. Wrong bulb. After I texted both Keith and Jeannie the light was not a halogen and that the light was indeed and LED bulb they decided to ignore my help and you guessed. Got a halogen. (Halogen bulbs are old yellow style and led are the newer whiter style bulbs). My wife left the dealership again. Jeannie sent me a text saying they sent them the wrong bulb and they would get the right bulb. You’d think they would have taken my word for it but what do I know lol. The wife shows up for the 3rd time and waited roughly an hour to have the light bulb replaced. Yup… the FORD techs where able to finally find and replace something that should have been done before selling the vehicle. Needless to say I will go out of my way to never return to the dealership ever again. If anyone from corporate wants to reach out to me about my experience please do.

B Hoff Jun 15, 2022

I’d received online trade-in offers from both Carvana and Autonation Lewisville, and I called AutoNation Frisco and the NRH location to see if they’d match those offers. NRH agreed, but Frisco said no, which was their right. The next day, however, as I was preparing to drive to NRH, I started receiving calls, texts, and emails from Frisco asking me to come in, still unable to guarantee that they’d match but finally, after hours of back and forth texts, saying they’d consider it. I got there, we agreed on the trade (after another few hours of games, and I purchased the vehicle I’d come for. I’d told them when I arrived that afternoon that I’d need my trailer hitch off my car, which they indicated wouldn’t be a problem, but after waiting there the whole evening to complete my purchase (because the salesman never told financing that I was waiting in the lobby) I was told I’d need to come back Monday afternoon (because the salesman hadn’t communicated to the service department that the hitch needed to be removed). I texted my salesperson Monday about the hitch, a missing owner’s manual, and some cracks I’d discovered in the windshield, and though before I purchased I’d received non-stop communication from multiple employees, now that the sale was complete I couldn’t even get a response from any of them. The gentleman that I’d been texting beforehand later argued with me that the windshield cracks were not there when I left, insinuating that I’d somehow cracked the windshield myself (in three different places) during my 12 minute drive home. It took me involving a manager to finally get a resolution, and later that week I was finally able to get my hitch and an emailed PDF of the owner’s manual (because a $40 manual on a $32K car purchase is just unrealistic to expect). The manager did confirm that the cracks had already been there and showed me where the stars had been previously filled to prevent spreading, but no apology for the salesman essentially calling me a liar. I’m still waiting to hear back about a repair for broken fog lights that should’ve been received a week ago, but after this repair I don’t think I’ll do business at this location in the future.

D Lane Mar 15, 2022

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

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