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Recent Reviews from AutoNation Ford Frisco

I scheduled my 2015 Mustang for service due to 3 active recalls on my vehicle. When I called to set up the appointment, I asked for them to check to make sure parts would be available because I know there are supply chain problems right now. I called back a couple of days later to follow up on the parts, but was sent to a voice mail where I left a message, but was never called back. I brought my car in on the day of my appointment at 7 AM and when I was dropping it off I again asked about parts and I was told that they should be in stock. Lo and behold later that afternoon I was called to be informed that the parts for 2 of the recalls were not available and the 3rd was did not require action because I did not have a warning light currently on. So I went out of my way to bring my vehicle in first thing in the morning only to find out that the service department did not take the simple step of verifying parts were in stock. That's not the way to run a company. Inconveniencing the customer. While I was waiting to drop off my car, I overheard a technician that his vehicle may have to be there for 5 days (I was also told this originally, but when I informed them it was for a recall, that time frame changed) just so they could maintain there place in the que for service. I thought that was why you made an appointment, so you didn't have to wait 5 days for your vehicle to be worked on. I understand the problems with the automotive industry right now, but these methods of doing business don't seem to be any different than before the problems started. If I didn't require the service due to a recall from Ford, I would really consider taking my vehicle to another service department. I don't believe this problem is specific to Autonation Ford, it seems to be the standard way of doing business for Ford. I am very disappointed with the service and hope that Ford will working on improving the way their service department does business. The technicians I dealt with were helpful and friendly, but just because of the outcome of this visit I can't give a higher rating.

Greg Edmundson Mar 28, 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.

Destiny Lane Mar 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 original car, which they indicated wouldn’t be a problem, but after waiting there the whole evening to complete my purchase (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 eventually 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.

Destiny Lane Mar 15, 2022

D Lane Mar 15, 2022

I bought this 2020 Explorer, June 2020 from AutoNation Ford Frisco. Buying the car was the easiest part come to find out. Besides the car needing some issues but mainly the required tune-ups. It just went in for recalls. It is really sad that I set up an appointment for the 2 recalls to get there and they only are able to do one. I was told that I would get another reach out when they would get the parts... besides being annoyed that they weren't able to take care of the major recall, I had the pleasure of dealing with one of the assistant managers. This was no pleasure actually, he seemed annoyed to be at work. We all get it. BUT once I told him that I had my oil changed at a take 5, hes mood quickly soured more. I was telling him that there was missing bolts on the undercarriage guard plate (which take 5 told me about and how it was not anywhere close to the oil area- so not their fault plus they told me before the started the oil change) I asked him would he have someone take a look and have them replaced with the correct ones. He looked at me and said "uh yeah". I wouldn't mind dropping my car off there for ford to do the oil change but I live 2 hours away. Plus they take HOURS to do one with an appointment. I also had a free tank fill up (due to previous issues and me having to drive the 2 hours there for them to correct their mistake) He laughed about that and he said "ohh Austin" like he shouldn't have been kind to give me a free fill up. There was a couple other attitude like comments and actions but I told him to give me a call when its ready to be picked up. I get back to pick it up and he quickly gets me to sign the paper and gave me my copy and said have a good day. But I had a couple questions.. well the annoyance was back. With all of this said, I have reached out to Sam Packs 5 Star Ford in Carrolton, where we just purchased a F250 and they have gone above and beyond with service. I will not take my Explorer back to AutoNation again..

Raena Kohles Feb 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

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

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