On 11-7-2023 I purchased a 2015 Ford Mustang V6 approx. 116,000 miles in what appeared to be in great condition, physically and mechanically by Auto Nation Ford service reports. I also purchased a 5-year extended warranty that covers motor and transmission. After test driving the and completing the documentation, I drove in route to my home. While in route and less than 10 miles from my home, the vehicle started to demonstrate an unknown clutch and transmission failure. I immediately called the salesman (Joey Garcia) at Auto Nation Ford and explained the problem. I explained that the problem was too severe to make it back driving and a tow truck would be needed. I managed to drive the vehicle to my home slowly and Auto Nation Ford made arrangements to have a tow truck pick the vehicle up the next day, since it was late into the evening. The vehicle was returned to Auto Nation Ford on 11-8-2023. Today is 12-6-2023 nearly a full month and I still haven’t received my vehicle back with the service completed. There’s seems to be a problem with the service department, the warranty and Auto Nation Ford taking urgency to repair the problem and return the vehicle to me, back in good working condition as they originally sold the vehicle by their claim in reports of service checks and inspections. I am greatly inconvenience by this issue at no fault of mine and it appears Auto Nation Ford is dragging their feet and showing no concern with correcting this issue. I have no issues with the salesman and the finance manager on their part, but outside of their control, it appears Auto Nation Ford and their service department is dragging their feet on solving this issue and returning my vehicle in good working conditions as promised.
I have spoken with the salesperson and the used car sales manager both informed me that the vehicle will be fixed and handle by Auto Nation Ford Service department, but after nearly a full month, I am still waiting for my vehicle.
Can someone please assist me in resolving this issue and allowing me to eventually be a satisfied customer, in possession of my repaired vehicle ?
Seeking Customer Justice
Nathan J Thomas
(713) 303-1867 [email protected]
The customer was here this afternoon and we decided that hte best thing to do was to cancel the deal [redacted] wasn't happy with the truck so we called [redacted] and asked them to back the deal outHe took his trade in back and he is happy now He will close the complaint today Thank you Tania E [redacted] General Manager
I just talked to the customer and explained to him our CPO and recon processHe was disappointed about the way the Used Car Manager handled him and I apologized for thatWe did do a good walk around when we sold Mr [redacted] the vehicle and he noticed some other things that were wrong with it at the time of purchase and we took care of them.We weren't aware of any extra damage on the truck at the time of deliveryAutoNation does have a day money back guarantee for all the customers that buy a used car to avoid issues like this oneThe day money back gives the customer the opportunity to make us aware of any issues in the vehicle within in three days so we can either take care of them or bring the vehicle backUnfortunately it is too late for us to do anything in the vehicleIt is a used car and the customer understood that some of those issues can occurred on a pre owned vehicleI promised the customer that I will address the way my Manager talked to him tomorrow to make sure this kind of behavior doesn't repeatHe was good with my explanation and we should be good to goFYI I attached a legal document signed by the customer that shows that we didn't owe him anything when he purchased the vehicle Tania [redacted] General Manager
On March 30th, I purchased a vehicle from Autonation in HoustonOn May 24, I received a message from the dealership saying I needed to call them concerning a problem with taxes We were out of the country and didn't return until May 29thI called the dealership on May 30th but no answer (assuming closed for Memorial Day)May 29th was also the day the paper tag expired, in which I had yet to receive plates and had no idea why On May 31st, I returned the call concerning the taxes to be told that I owed more taxes After inquiring as to why when I had specifically given them my zip code and informed them that I lived outside the city limits so my taxes were different, I was told that sometimes a general percent (in my case 6.25%, like when was the last time our taxes were this low??? Really????) is used and another fee that is charged will generally cover any extra, but in my case it was quite a bit more and I needed to pay itWell, I did not until I further investigated this on my ownI also let them know that this is not a very good way to do business, but I was assured that this happens quite often and it wasn't out of the ordinaryStill wondering why I am finding this out almost months after the purchase!!! Well, I learned that a dealership has days to file the paperwork and after that penalties occur and interestMy paperwork was filed late and penalties and interest had been added to the taxes$worthAfter two days of many phone calls and making them aware of the penalties, they agreed to take that amount off along with some other fee, which was not the actual taxes, they finally gave me an amount closer to what actually had not been paid and they finally accepted the amount that I calculated I owed in taxes onlyI certified mailed them a check on June 2nd and am still waiting on my platesWhile waiting, my son, of whom I bought the truck for, has now gotten stopped for a seatbelt check while on his way to work He was wearing his seatbelt, but got a ticket for an expired plate!!!! ALL BECAUSE THIS DEALERSHIP FILED THEIR PAPERWORK LATE AND CONTACTED ME TWO MONTHS AFTER MY PURCHASE CAUSING THE PAPER PLATES TO EXPIRE WHILE THEY HAVE THE REAL ONES IN THEIR POSSESSION!!! Not a satisfied customer and DEFINITELY NOT A WAY TO DO BUSINESS!!!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The vehicle was brought in on 9-3-and was picked up on 9-5-at 3:30pmThe car was driven from the dealer for miles then back to the dealer without the original issue noticedThe car was then driven back to my house approximately milesWhen I went to work at later that evening about miles later the vehicle started making the original noise and the transmission began to act in the same manner as beforeThe car will not move and a message appears "transmission failure" on the cars displayI looked under the hood and could not immediately see anything out of placeHowever I did notice some loose bolts sitting on top of the transmissionNow I am left without a vehicle again and will have to pay a huge bill to get the vehicle back to the dealer and pay for a rental car so they can repair the issue again that they were aware of when they sold the vehicleThis issue has caused significant time loss for me and I feel there is a serious lack of compassion from the dealer Regards, [redacted]
We were able to take care of the customer and made this deal rightIt was definetely a mistake on the stock number that we orginally worked the deal but we assumed the responsabilityCustomer took delivery of her new Expedition at the numbers that we originally agreed onI just talked to MrsRomolo and she is extremely happy now.Tania E [redacted] General Manager [redacted]
----- Forwarded Message ----- bold;">From: [redacted] To: [redacted] Sent: Monday, O [redacted] 4:PMSubject: Fw: Pricing on your [redacted] Have you had a chance to look at the attachment? Thanks, Tim ----- Forwarded Message ----- From: [redacted] < [redacted] >To: [redacted] < [redacted] > Sent: Wednesday, [redacted] *** 2:PMSubject: Re: Pricing on your [redacted] ***, I attached the screenshot I took showing the offered price ($ [redacted] ) for my truck without the $Ford Credit Retail Bonus Customer Cash clearly noted I was told at the dealership that the price ($ [redacted] ) did include the $Ford Credit Retail Bonus Customer Cash but due to pricing system limitations the extra $was represented in the Market Savings amount Thanks for taking the time to call me today! [redacted] ###-###-####
Customer came to the Dealership today and we were able to sell him a truck at the price and payment he requestedHe is happy with the outcomeThanks Tania E [redacted] General Manager
I just talked to the customer and I will send a towing truck to pick up the vehicle from her houseIt is unfortunate that vehicle keeps breaking downWe will fix it right and we will put the customer on a rental car while we fix itWe will not charge the customer one dollar for the repairs Tania E [redacted] General Manager
years ago my husbands *** had water in the fuel systemWe took it here at their service departmentAfter a appraiser goes and samples the fuel, our insurance company decided to total our vehicleThe service manager told our insurance company that the work had already started and close to being completedWe were not advised of any of thisNevertheless, our insurance company paid over $35,dollars to replace the engine and anything the fuel touchedSince then our vehicle has been in various *** dealerships with issues tieing the fuel system as the main causeWe have had several warranty workAll these problems and breakdowns on parts that should be brand newmonths ago, we took our vehicle to *** ***, again fuel system problemsTheir service manager, no longer with the company, advised us that there was water in the fuel system and there was a lot of rust and corrosion in the fuel tankOur insurance company send a appraiser to the dealership and obtain a fuel sampleThey discovered no water in the fuelTheir analysis found rust, corrosion, fuel filter particals, and no waterThe dealership couldn't explain why the service manager, JC whose no longer with the company, concluded to water in the fuel systemOur insurance company won't pay for lack of workmanship from Gulf Freeway ***We are told to take our vehicle to Gulf Freeway ***, since they were the ones who replaced or were supposed to replace $35,thousand dollars worth of workThere should be no rust or corrosion if everything was replaced brand newWe have the analysis and paper trail to prove that they committed fraud and think they're getting away with itWe have called several times and spoke with Raymond, the service managerHe said he would communicate with Crystal at *** ***, and obtain a report on what the situation isSpeaking with Crystal at *** *** today 10/10/2016, she had not received a call, email or voicemail from anyone regarding our truckWe don't trust this dealership with our truck and can you blame usHow do you steal $35,thousand dollars from anyone? Our truck is still having issues with the fuel systemI wouldn't recommend taking your vehicle to this dealership
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Revdex.com:
This letter is to inform you that AutoNation Ford Gulf Freeway has carried out to my satisfaction the resolution I proposed for my complaint, filed on *** 12:08:PM and assigned ID ***
Regards,
*** ***
I contacted the customer yesterday, and I apologized for the misunderstanding. I then agreed to honor the $that he wanted for his trade
But after we calculated the payoff on the trade in, we are still $away from a car dealWe do not have a problem honoring the
internet price, and the $for the trade in, if the customer still wants to do the dealCustomer decided that it was better for him to wait, and not do the deal at this timeI am sorry for any inconvenience this may have caused the customer, and I hope we can make it up to him in the futureHe can contact me at any time at my cell phone number ***, if he has any other questions or concerns
Tania ***
*** ***
AutoNation *** Gulf Freeway
Autonation Ford performed a complete inspection of the vehicleThe vehicle meets FORD requirements for certificationThe vehicle as a couple of none factory components that the customer was advised on. The General Manager advised ***( the owner) that
the components could be replaced with factory parts is she would like*** stated that she would speak to her ***On ***, Mr*** call the service manager and decided to leave the vehicle as he had purchased
We did our job at the time of delivery by going over everything in the vehicle.
Customer was very happy with everything that we fixed in the vehicle prior to him taking delivery of it.
He walked around with the Manager and he agreed that the vehicle was in great condition.
I understand that he might not be happy with it now but that doesn't mean that we acted in bad faith.
We should have been aware of this issue at the time of delivery not a month later.
Nothing was promised, nothing was owed.
Please close this complaint.
The customer was here this afternoon and we decided that hte best thing to do was to cancel the deal.
[redacted] wasn't happy with the truck so we called [redacted] and asked them to back the deal out.
He took his trade in back and he is happy now.
He will...
close the complaint today.
Thank you
Tania E[redacted]
General Manager
----- Forwarded Message -----
bold;">From: [redacted]To: [redacted] Sent: Monday, O[redacted] 4:28 PMSubject: Fw: Pricing on your [redacted]
Have you had a chance to look at the attachment?
Thanks,
Tim
I
attached the screenshot I took showing the offered price ($[redacted]) for
my truck
without the $1000 Ford Credit Retail Bonus Customer Cash clearly noted.
I was told
at the dealership that the price ($[redacted]) did include the $1000 Ford
Credit Retail Bonus Customer Cash but due to pricing system limitations
the extra $1000 was represented in the Market Savings amount.
Thanks for taking the time to call me today!
[redacted]
###-###-####
I talked to the customer this morning and they had already agreed with the Service Director to bring the vehicle on September 4th for the repairs.
I offered to bring the vehicle before that and the customer said that it will be better to bring it on September 4th.
This is a...
recall issue that we will fix 100%.
Tania E[redacted]
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The vehicle was brought in on 9-3-2015 and was picked up on 9-5-2015 at 3:30pm. The car was driven from the dealer for 7 miles then back to the dealer without the original issue noticed. The car was then driven back to my house approximately 70 miles. When I went to work at later that evening about 30 miles later the vehicle started making the original noise and the transmission began to act in the same manner as before. The car will not move and a message appears "transmission failure" on the cars display. I looked under the hood and could not immediately see anything out of place. However I did notice some loose bolts sitting on top of the transmission. Now I am left without a vehicle again and will have to pay a huge bill to get the vehicle back to the dealer and pay for a rental car so they can repair the issue again that they were aware of when they sold the vehicle. This issue has caused significant time loss for me and I feel there is a serious lack of compassion from the dealer.
Regards,
[redacted]
We took care of the recall and all the issues the vehicle hd last week and we also called the customer to make sure she was happy with the results.
Customer confirmed that the vehicle was working fine and she didn't have anymore issues.
The porblem has been resolved.
Thank you
Tania E[redacted]
General Manager
I have spoken with the salesperson and the used car sales manager both informed me that the vehicle will be fixed and handle by Auto Nation Ford Service department, but after nearly a full month, I am still waiting for my vehicle.
Can someone please assist me in resolving this issue and allowing me to eventually be a satisfied customer, in possession of my repaired vehicle ?
Seeking Customer Justice
Nathan J Thomas
(713) 303-1867
[email protected]
The customer was here this afternoon and we decided that hte best thing to do was to cancel the deal [redacted] wasn't happy with the truck so we called [redacted] and asked them to back the deal outHe took his trade in back and he is happy now He will close the complaint today Thank you Tania E [redacted] General Manager
I just talked to the customer and explained to him our CPO and recon processHe was disappointed about the way the Used Car Manager handled him and I apologized for thatWe did do a good walk around when we sold Mr [redacted] the vehicle and he noticed some other things that were wrong with it at the time of purchase and we took care of them.We weren't aware of any extra damage on the truck at the time of deliveryAutoNation does have a day money back guarantee for all the customers that buy a used car to avoid issues like this oneThe day money back gives the customer the opportunity to make us aware of any issues in the vehicle within in three days so we can either take care of them or bring the vehicle backUnfortunately it is too late for us to do anything in the vehicleIt is a used car and the customer understood that some of those issues can occurred on a pre owned vehicleI promised the customer that I will address the way my Manager talked to him tomorrow to make sure this kind of behavior doesn't repeatHe was good with my explanation and we should be good to goFYI I attached a legal document signed by the customer that shows that we didn't owe him anything when he purchased the vehicle Tania [redacted] General Manager
On March 30th, I purchased a vehicle from Autonation in HoustonOn May 24, I received a message from the dealership saying I needed to call them concerning a problem with taxes We were out of the country and didn't return until May 29thI called the dealership on May 30th but no answer (assuming closed for Memorial Day)May 29th was also the day the paper tag expired, in which I had yet to receive plates and had no idea why On May 31st, I returned the call concerning the taxes to be told that I owed more taxes After inquiring as to why when I had specifically given them my zip code and informed them that I lived outside the city limits so my taxes were different, I was told that sometimes a general percent (in my case 6.25%, like when was the last time our taxes were this low??? Really????) is used and another fee that is charged will generally cover any extra, but in my case it was quite a bit more and I needed to pay itWell, I did not until I further investigated this on my ownI also let them know that this is not a very good way to do business, but I was assured that this happens quite often and it wasn't out of the ordinaryStill wondering why I am finding this out almost months after the purchase!!! Well, I learned that a dealership has days to file the paperwork and after that penalties occur and interestMy paperwork was filed late and penalties and interest had been added to the taxes$worthAfter two days of many phone calls and making them aware of the penalties, they agreed to take that amount off along with some other fee, which was not the actual taxes, they finally gave me an amount closer to what actually had not been paid and they finally accepted the amount that I calculated I owed in taxes onlyI certified mailed them a check on June 2nd and am still waiting on my platesWhile waiting, my son, of whom I bought the truck for, has now gotten stopped for a seatbelt check while on his way to work He was wearing his seatbelt, but got a ticket for an expired plate!!!! ALL BECAUSE THIS DEALERSHIP FILED THEIR PAPERWORK LATE AND CONTACTED ME TWO MONTHS AFTER MY PURCHASE CAUSING THE PAPER PLATES TO EXPIRE WHILE THEY HAVE THE REAL ONES IN THEIR POSSESSION!!! Not a satisfied customer and DEFINITELY NOT A WAY TO DO BUSINESS!!!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The vehicle was brought in on 9-3-and was picked up on 9-5-at 3:30pmThe car was driven from the dealer for miles then back to the dealer without the original issue noticedThe car was then driven back to my house approximately milesWhen I went to work at later that evening about miles later the vehicle started making the original noise and the transmission began to act in the same manner as beforeThe car will not move and a message appears "transmission failure" on the cars displayI looked under the hood and could not immediately see anything out of placeHowever I did notice some loose bolts sitting on top of the transmissionNow I am left without a vehicle again and will have to pay a huge bill to get the vehicle back to the dealer and pay for a rental car so they can repair the issue again that they were aware of when they sold the vehicleThis issue has caused significant time loss for me and I feel there is a serious lack of compassion from the dealer Regards, [redacted]
We were able to take care of the customer and made this deal rightIt was definetely a mistake on the stock number that we orginally worked the deal but we assumed the responsabilityCustomer took delivery of her new Expedition at the numbers that we originally agreed onI just talked to MrsRomolo and she is extremely happy now.Tania E [redacted] General Manager [redacted]
----- Forwarded Message ----- bold;">From: [redacted] To: [redacted] Sent: Monday, O [redacted] 4:PMSubject: Fw: Pricing on your [redacted] Have you had a chance to look at the attachment? Thanks, Tim ----- Forwarded Message ----- From: [redacted] < [redacted] >To: [redacted] < [redacted] > Sent: Wednesday, [redacted] *** 2:PMSubject: Re: Pricing on your [redacted] ***, I attached the screenshot I took showing the offered price ($ [redacted] ) for my truck without the $Ford Credit Retail Bonus Customer Cash clearly noted I was told at the dealership that the price ($ [redacted] ) did include the $Ford Credit Retail Bonus Customer Cash but due to pricing system limitations the extra $was represented in the Market Savings amount Thanks for taking the time to call me today! [redacted] ###-###-####
Customer came to the Dealership today and we were able to sell him a truck at the price and payment he requestedHe is happy with the outcomeThanks Tania E [redacted] General Manager
I just talked to the customer and I will send a towing truck to pick up the vehicle from her houseIt is unfortunate that vehicle keeps breaking downWe will fix it right and we will put the customer on a rental car while we fix itWe will not charge the customer one dollar for the repairs Tania E [redacted] General Manager
years ago my husbands *** had water in the fuel systemWe took it here at their service departmentAfter a appraiser goes and samples the fuel, our insurance company decided to total our vehicleThe service manager told our insurance company that the work had already started and close to being completedWe were not advised of any of thisNevertheless, our insurance company paid over $35,dollars to replace the engine and anything the fuel touchedSince then our vehicle has been in various *** dealerships with issues tieing the fuel system as the main causeWe have had several warranty workAll these problems and breakdowns on parts that should be brand newmonths ago, we took our vehicle to *** ***, again fuel system problemsTheir service manager, no longer with the company, advised us that there was water in the fuel system and there was a lot of rust and corrosion in the fuel tankOur insurance company send a appraiser to the dealership and obtain a fuel sampleThey discovered no water in the fuelTheir analysis found rust, corrosion, fuel filter particals, and no waterThe dealership couldn't explain why the service manager, JC whose no longer with the company, concluded to water in the fuel systemOur insurance company won't pay for lack of workmanship from Gulf Freeway ***We are told to take our vehicle to Gulf Freeway ***, since they were the ones who replaced or were supposed to replace $35,thousand dollars worth of workThere should be no rust or corrosion if everything was replaced brand newWe have the analysis and paper trail to prove that they committed fraud and think they're getting away with itWe have called several times and spoke with Raymond, the service managerHe said he would communicate with Crystal at *** ***, and obtain a report on what the situation isSpeaking with Crystal at *** *** today 10/10/2016, she had not received a call, email or voicemail from anyone regarding our truckWe don't trust this dealership with our truck and can you blame usHow do you steal $35,thousand dollars from anyone? Our truck is still having issues with the fuel systemI wouldn't recommend taking your vehicle to this dealership
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Revdex.com:
This letter is to inform you that AutoNation Ford Gulf Freeway has carried out to my satisfaction the resolution I proposed for my complaint, filed on *** 12:08:PM and assigned ID ***
Regards,
*** ***
I contacted the customer yesterday, and I apologized for the misunderstanding. I then agreed to honor the $that he wanted for his trade
But after we calculated the payoff on the trade in, we are still $away from a car dealWe do not have a problem honoring the
internet price, and the $for the trade in, if the customer still wants to do the dealCustomer decided that it was better for him to wait, and not do the deal at this timeI am sorry for any inconvenience this may have caused the customer, and I hope we can make it up to him in the futureHe can contact me at any time at my cell phone number ***, if he has any other questions or concerns
Tania ***
*** ***
AutoNation *** Gulf Freeway
Autonation Ford performed a complete inspection of the vehicleThe vehicle meets FORD requirements for certificationThe vehicle as a couple of none factory components that the customer was advised on. The General Manager advised ***( the owner) that
the components could be replaced with factory parts is she would like*** stated that she would speak to her ***On ***, Mr*** call the service manager and decided to leave the vehicle as he had purchased
We did our job at the time of delivery by going over everything in the vehicle.
Customer was very happy with everything that we fixed in the vehicle prior to him taking delivery of it.
He walked around with the Manager and he agreed that the vehicle was in great condition.
I understand that he might not be happy with it now but that doesn't mean that we acted in bad faith.
We should have been aware of this issue at the time of delivery not a month later.
Nothing was promised, nothing was owed.
Please close this complaint.
Tania [redacted]
General Manager
The customer was here this afternoon and we decided that hte best thing to do was to cancel the deal.
[redacted] wasn't happy with the truck so we called [redacted] and asked them to back the deal out.
He took his trade in back and he is happy now.
He will...
close the complaint today.
Thank you
Tania E[redacted]
General Manager
----- Forwarded Message -----
bold;">From: [redacted]To: [redacted] Sent: Monday, O[redacted] 4:28 PMSubject: Fw: Pricing on your [redacted]
Have you had a chance to look at the attachment?
Thanks,
Tim
----- Forwarded Message ----- From: [redacted] <[redacted]>To: [redacted] <[redacted]> Sent: Wednesday, [redacted] 2:17 PMSubject: Re: Pricing on your 2014 [redacted]
[redacted],
I
attached the screenshot I took showing the offered price ($[redacted]) for
my truck
without the $1000 Ford Credit Retail Bonus Customer Cash clearly noted.
I was told
at the dealership that the price ($[redacted]) did include the $1000 Ford
Credit Retail Bonus Customer Cash but due to pricing system limitations
the extra $1000 was represented in the Market Savings amount.
Thanks for taking the time to call me today!
[redacted]
###-###-####
I talked to the customer this morning and they had already agreed with the Service Director to bring the vehicle on September 4th for the repairs.
I offered to bring the vehicle before that and the customer said that it will be better to bring it on September 4th.
This is a...
recall issue that we will fix 100%.
Tania E[redacted]
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The vehicle was brought in on 9-3-2015 and was picked up on 9-5-2015 at 3:30pm. The car was driven from the dealer for 7 miles then back to the dealer without the original issue noticed. The car was then driven back to my house approximately 70 miles. When I went to work at later that evening about 30 miles later the vehicle started making the original noise and the transmission began to act in the same manner as before. The car will not move and a message appears "transmission failure" on the cars display. I looked under the hood and could not immediately see anything out of place. However I did notice some loose bolts sitting on top of the transmission. Now I am left without a vehicle again and will have to pay a huge bill to get the vehicle back to the dealer and pay for a rental car so they can repair the issue again that they were aware of when they sold the vehicle. This issue has caused significant time loss for me and I feel there is a serious lack of compassion from the dealer.
Regards,
[redacted]
We took care of the recall and all the issues the vehicle hd last week and we also called the customer to make sure she was happy with the results.
Customer confirmed that the vehicle was working fine and she didn't have anymore issues.
The porblem has been resolved.
Thank you
Tania E[redacted]
General Manager