AutoNation Ford Scottsdale

I initially received a call from Greg and emailed the requested information/documentation againI asked in the email for him to confirm receiptSince that initial email I sent other emails and left voicemails asking for
him to confirm receipt of the documentationI still have not heard back from Greg or Ford confirming receipt or an estimated time frame on my refund.Thanks,
*** ***

The customers plate was sent out by the 3rd party *** on January 17, however it was sent to an old addressWe did apply for a lost plate on behalf of the customerI recieved the complaint on March 12th and had the plate ready for the customer when they came in the next day for their previously
scheduled oil change

In the customer brought his Ford Explorer to our service department with the complaint of air blowing out the right side of the dashWe replaced the vent door at that timeWhen the customer returned in September 2014, years and 30,miles after the repairs were completed with the
complaint of air blowing from the defrosterThe customer informed the service advisor he believed the current problem to be the same as the previous issue even through the malfunction was occurring in a different area of the vehicleThe previous repair did come with a month, 12,mile warranty that had since expired however; the service department did agree to investigate the problem at no charge to the customer.After inspecting the vehicle, our master technician diagnosed the current problem and determined it was not related to the repairThe new issue involved the defrost door, the top door in the evaporation case, not the vent door that was previously replacedWe gave the customer in estimate for $to complete the needed repairsThis estimate included the hours of labor needed to complete the repair based on the Published Service Labor Time Standards.The service department at our dealership strictly adheres to the manufacturers repair guidelinesWe can not comment on other automotive repair centers guidelines or pricing*** ***General Manager###-###-####

On July 8th, 2014 the customer, [redacted] purchased a 2010 GMC Sierra. At the time, the truck was in our service department to receive a tune up. We delivered the truck to the customer‘s home in Flagstaff the following day.Mr. [redacted] used his own finance company to purchase the...

vehicle. Mr. [redacted] was also given the chance to purchase a warranty on his new truck outside of the financing he had previously obtained. The vehicles manufactures warranty had expired. Mr. [redacted] chose to purchase a warranty offered by Mileage Plus at 0% for 12 months. To receive this financing offer the customer is required to make a down payment of ten percent of the total cost of the warranty AND set up a monthly bill pay that will be automatically withdrawn every month. Mr. [redacted] informed the finance manager he did not have the card in his possession to set up the automatic payment withdrawals. The finance manager made it extremely clear to the customer we could not submit the warranty until we had the payment information. He encouraged Mr. [redacted] to contact us immediately with his chosen form of payment and accepted the tem percent down payment. Mr. [redacted] was fully aware the warranty was not, and would not be in place until the payment information was received.On July 9th, 2014, the salesman, followed by a transport driver, drove the truck from our dealership in Scottsdale over 100 miles to the customer in Flagstaff. During this drive the salesman did not have one issue with the truck. Upon arrival the customer inspected the truck and took possession of the vehicle.On July 11th Mr. [redacted] contacted the finance manager on his cell phone to inform him the check engine light had been activated. The finance manager advised him to return the truck to the dealership’s service department to be inspected. Mr. [redacted] declined saying this was not possible due to his work schedule.The sales manager instructed Mr. [redacted] to take the vehicle to the local Chevrolet dealership. The dealership, Terry Marxen Chevrolet Cadillac inspected the truck and made $408.62 worth of repairs they deemed needed. Our dealership paid the total bill on behalf of the customer and the truck was once again returned to Mr. [redacted].During this process the finance manager repeatedly asked Mr. [redacted] for the payment information needed to get the extended warranty in place. Mr. [redacted] continuously ignored these request.Mr. [redacted] again had mechanical trouble with his truck. Upon further inspection at the local dealership, they claimed the vehicle needed additional repairs. Mr. [redacted] contacted our finance manager once again to inform him he did not wish to pay for the warranty without a guarantee the warranty would cover the repair. We informed Mr. [redacted] that was not possible to make such a guarantee.While we sincerely apologize to Mr. [redacted] for the situation he is in, we have made numerous attempts to help Mr. [redacted] obtain an extended warranty for his vehicle. We acted in good faith by paying a $408 service bill on his behalf and offering to have the vehicle looked at in our service department. As you can clearly see outlined above Mr. [redacted] did not complete the purchase of the warranty thus does not have the coverage on his vehicle.

Ford Scottsdale will be handling this directly with the customer.  The customer has been notified. He will be receiving the money sent directly to his address.
Thank you for your time,
Darren T[redacted]

Auto Nation Ford - Scottsdale, Arizona
I wish to express to you my disgust with the Auto Nation Ford dealership. We have had nothing but issues and have been disrespected on more than one occasion. Let me spell out the situation so it is in writing as well.
My fiancé and I went to this dealership to buy a Ford Explorer on August 18th, 2014. I worked with [redacted] in sales to show me some new Explorers. Before I got to the dealership I gave credit information, income information, etc. to another sales person who was not in at my appointment time (I don't remember his name). I expressed the situation that we are in and that this is a difficult deal to make so I did not want to drive all the way from Gilbert to the Scottsdale location to go through a car deal only to have it not approved. So we did all of the work before I got there. [redacted] greeted me and took over the deal because the original guy missed the appointment.
[redacted] had me redo all of the credit apps and income sheets. We went through it all and he showed me several Explorers. He started working with [redacted] (sales manager) to get the deal done. We were able to get the deal written up on the perfect truck for us, ensuring that this would get done. [redacted] did all of the financing and was incredible (so far). We drove off in our new 2015 Explorer XLT, with everything that we wanted on it. It was perfect.
5 days later (August 22, 2014) my fiancé received a phone call from [redacted] who let us know that we need to immediately bring the car back and that there was no way the bank would finance this. She was at work so expressed to [redacted] to call me because I was home. I never received any calls from [redacted]. He called her back and left a voice mail saying that he called me several times and it went straight to voice mail (not true). He stated that he would need us to get to the dealership to go over our options. She after called me in tears saying that [redacted] was completely rude to her and scolded her several times after she stated to [redacted] that we were leaving to California for a special occasion and couldn't come by until Monday after we return. He was very rude and when she addressed it to him saying, "there is no need to be rude" he responded saying "I'm not being rude, I am being blunt." He then said that if we left with the car or drove it any more then we would be charged mileage. She then hung up the phone because she could not stand to be scolded anymore.
After I got off the phone with my fiancé, I called our finance manager [redacted]. He didn't answer several times, I kept trying. I finally got a hold of him right before he left on vacation. I told him that we got a call from [redacted] saying that the deal didn't get done and we have to roll back the truck. He expressed that this is the first he has heard of this and that he was in disbelief. He told me that he would dive into this, call Ford Financing and let me know asap. I expressed our short time schedule and stressed the need to leave for California immediately.
[redacted] called me back and said that [redacted] told him that the deal needed $16 thousand and change down to get approved. I told him that there was no way. He apologized and said to come in and get into a used one. So he said he worked with [redacted] directly on this and set it all up for an approval, he said that Ford told him exactly what it is going to take to get approved, mileage, year, price point, etc. So we had an approval, just not on the new one.
My fiancé and I rushed down to the dealership on our way out to California, it is around 4pm. I was greeted by [redacted], who was shocked to see us. He wondered why we were here. I told him that the deal didn't get financed, and he said "what?" He sat us down, offered us water, and went to [redacted]. [redacted] was already gone for vacation.
[redacted] said that [redacted] had given [redacted] all of the details that Ford Financing needed to get the approval. So he pulled up a 2012 Explorer with 40,000 miles on it. It was the wrong color, used, but was equipped very similarly to the 2015 that we "bought" before. We drove it and asked if they had any others to show us, they said no. That this was the only car that they could get us in. While [redacted] wrote up the deal and numbers, [redacted] said that customer service would like to talk to us.
Natasha met us and was very nice. We told her the story of the phone calls from [redacted], the rudeness, the back and forth, etc. She apologized and said that there was no way it was [redacted], that it was [redacted]t in Finance. It wasn't, but they kept saying that it was him and not [redacted], that [redacted] is the nicest guy ever. Well, he is not and we know it was him. We even have him on voice mail still. She dismissed it and said that she would like to give us a free tank of gas. I expressed that I would like to write a formal complaint and she said that we already did because she handles this. It went no where. She did explain that she could personally guarantee that this next car deal would happen and there would be no call to bring it back. She said that the only way this deal wouldn't get done is if "lightning struck the building and we needed to fill out paperwork again".
The numbers came back and we made another car deal. They told us that they moved all of the warranties and everything that we bought in finance over to this new deal. Because [redacted] was out on vacation, they had another finance manager (with glasses) help us, he sat next to [redacted]'s office, don't remember his name. We rushed through paperwork, until we got to warranties and he starts trying to sell us on another warranty. We expressed that all of this should be in the price that we were given. He said no [redacted] didn't put any of that in there. He only put a standard warranty in. I flipped. We were lied to yet again. I said we have no deal then. He called [redacted], because he left as soon as we went to finance, and told him this deal is blowing up and that we wanted all of the warranties. They went back and forth for a min or two and then he said, "I got it, I'll take care of it". And he hung up the phone. Then he goes to explain that [redacted] didn't put those in there but that he would do it and it would raise our payment $7 per month. We agreed because by now it is almost 9pm and we need to get on the road to California.
We go to get in the car and hit the road when we notice that it really smells like smoke. [redacted] stated and put in the deal that you guys would deodorize the car and take the smell away when we got back and they would give us free tank of gas. We had little fight in us by now as this is getting ridiculous. So we left. Forced to drive through the night now instead of being in California by then because of all of this mess.
When we returned to the state, we scheduled time with the dealership service department ([redacted]) to get it all taken care of. I dropped the car off and they put me in a rental car. We didn't hear from anyone so we called at 5pm asking if the car was done or what the deal is, [redacted] said that it is not done and that they would need $1,000 to fix the broken door panel that I told them about. I expressed that it is under warranty seeing as though we bought the appearance warranty and all of the extended ones too. The two front windows also wobbled and we had them "fix" that also. I was pissed, I told [redacted] about the warranty and he said that it is not covered. So I called [redacted], who was still on vacation and left voice mail.
When we got to the dealership to pick up the car the next afternoon, it smelled better, but the door panel wasn't fixed (as I mentioned earlier), the windows which they said were repaired, were still wobbling and broken. Further, I noticed that the [redacted] antenna ball was broken. My son was very upset as we just got this in [redacted] that weekend. We told [redacted] about it, and he said that he would fix it somehow. They went back with the car and came back with it back on the antenna. I asked the man dropping car off if he just glued it on there, he said no. He lied. I pulled it off with force and it was all over the antenna, glue was dripping. I told [redacted] who was very apologetic.
I was so pissed I went inside to find [redacted] (who was still on vacation), or some manager to help. One other finance manager came out once [redacted] found him. He saw me, said that this is [redacted]' deal, and he turned and walked away, very rude. [redacted] was confused. [redacted] went up to [redacted] and he didn't acknowledge me. I went and sat and waited for him to come talk to me. He never did. In fact, he walked right by me.
I then went to the receptionist and asked if I could speak with the GM. They told me that it was [redacted], but that he were gone. I asked for a cell number or email. She said that she could get another manager to help, I said no I need someone above [redacted]. He does nothing and is extremely rude. She said ok and gave me an email address. She couldn't give me a number but said if I picked up the phone over on the wall that it would connect directly to the GM and that he always answers. He didn't of course and I left a voice mail to not be returned yet again.
We left pissed off yet again.
It has now been since the 22nd of August and we have been getting hounded by Santander (who is the trade in car loan we had). They have heard nothing from anyone at the dealership on the trade and are calling daily for a payment. We have been calling [redacted] in finance over 15 times (no exaggeration) to get an update, no response, no return calls, no answer. It has been black. Dead. We decide to call Ford Finance and speak to them on the car loan and what to do because not a single person at your dealership will help us... and they have zero record of her in the system or any record of any deal ever being submitted approved or not approved. Which leads me to believe that the new 2015 wasn't even submitted. They told us to contact the dealership right away as that is very wrong. We did and got no response.
We waited and waited. Finally after over 30 calls and several emails, we hear a response from [redacted] the GM. His email is short and says "what is a good number to call you on?" Keep in mind that he has all of our numbers in the contracts and the several emails that we have sent. We respond immediately and wait... nothing. No call. Several days later we get a call from the dealership. No it's not the GM [redacted], it is [redacted]. He says that they didn't get an approval and we have to get the car back. We are pissed. They lied AGAIN!
This dealership is a complete joke. They completely disregard the customer's needs, feelings, and wants. They shuffle around and put people off. They do not deal with issues, they pass it along and blame other people. NO ONE TAKES ACCOUNTABILITY! I would never want anyone I know or don't know to go through the hassle of dealing with these people. They are a complete joke and from service department to sales to the GM, they are all dishonest and unprofessional.
DO NOT USE THIS DEALERSHIP!!! Trust me, you will regret it.

The next time you buy a car and they ask you to fill out a survey form – TELL THEM YOU WANT TO WAIT 6 MONTHS! These people are your best friends before you take that survey – after that, they act like they don’t even know you when they see you at the dealership after you purchase a car.
I made a huge mistake on 10/18/14. I traded in my 2009 Lexus RX 350 for a 2013 Ford Escape Titanium. Why did I go from a Lexus that I only had 3 years left to pay off, to a Ford?? Well, because John V[redacted] and David E[redacted] were VERY persistent, even calling me after I left the lot on a Saturday night, convincing me I was making a good decision. Overall, I am not blaming them, because they didn’t put a gun to my head and force me to buy the car.
The Escape was a nice vehicle when I took it for a test drive. It drove like a 6 cylinder vehicle because it has the turbo, which I loved. It was a beautiful looking car inside and out - at first ?glance. This vehicle was sold to me as a “CERTIFIED” vehicle, which of course, you pay extra for.
Within a WEEK, I started noticing little things and had to take the car back (remember, CERTIFIED) to the dealer on 10/24/14.
1. The glove compartment was not closing properly, so the door catch had to be replaced.
2. A small piece of the trim on the cup holder had to be glued back down.
3. A small piece of the window trim cap needed to be glued back on.
11/6/14 -
1. The front left door window trim and handle had to be replaced because it completely fell off.
2. There was a rattle I noticed when driving – turned out to be rear hatch panel handle that was loose.
1/2/15 -
1. The auxiliary power plug in the console was not working (don’t know if it ever was when I bought the car because I didn’t use it).
2. The heated seats were not working. When I bought the car, I was told by the salesman (John V[redacted]) that my car wasn’t equipped with heated seats, but after looking it up online, saw that it was a standard feature for my vehicle.
Then in late February, I started noticing the silver trim lining around the cup holder was pealing up – and it had actually cut my finger (like a paper cut). I called and was told by Dave in Service that these types of “trim” features are not covered by the warranty and it would be about $225 to replace.
Are you kidding me???? This was a CERTIFIED car and I had to take it back to them for all of these “little” things that added up to a lot of aggravation. In fact, Dave in Service wasn’t ever very happy about having to “cover” some of these things and it was only after I got the head of Customer Service (Natasha F[redacted]) involved, that he agreed to do some of the prior work.
The trim piece on the cup holder was the straw that broke the monkey’s back. I was done. I was ready to sell it. The problem then was after I looked up to see how much it had depreciated in only 5 months, I was floored. What a joke. I will never buy a Ford again.
Once I decided I was going back to a Lexus, I contacted Natasha in Customer Service to cancel the additional warranty that I had purchased. I was told I would be getting back $2500 but it would take 4-6 weeks. I was only given that information after emailing and leaving several messages. A week later, I emailed Natasha and Sydney in the Warranty Department to verify they had my correct address because the weekend prior, I had traded in the Escape and the refund would now not be going to the lender because the loan had been paid off. I have left several messages for both Natasha and Sydney and emailed them both as well. STILL NO CONFIRMATION FROM EITHER OF THEM AND IT’S BEEN TWO WEEKS.
Is it really that hard to hit “respond” to an email or make a return call just to reassure a customer that my $2500 will be mailed to my correct address? I don’t think so. So, what is really going on here???
I am not the type of person that only writes bad reviews. When I have a good experience, I shout it from the roof tops and tell everyone I can. But, I scream and shout even louder and use as many avenues as I can, when I have a bad experience.

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until April 18, 2014 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This customer is in [redacted] Arizona is a title holding state so the lein holder had the title and wont release it as per stste law. I have no way to help with the[redacted]

After my automobile purchase was made in January, 2014, I attempted to cancel extended warranty coverages immediately by following the dealer's cancellation procedures. When the finance person had trouble completing the cancellations, I tried to contact the finance mgr and the general manager. Both refused to return my calls or answer my emails. It was apparent that once the sale was made, management no longer had an interest in me. It took me a total of 6 months and numerous emails to get my cancellations completed. I had to get Ford Credit involved in order to pressure the dealer to resolve my issues.

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.  For your reference, details of the offer I reviewed appear below.
Its the same old BS from the dealership. As a consumer I should not have to lift a finger to deal with title problems. I purchased the car from your dealership, not your finance company. Once you guys got paid you bailed out on any further service. I will be consulting with an attorney to recover damages caused by this. See you in court.
Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

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.  For your reference, details of the offer I reviewed appear belowMy issue with the Autonation Fiord does not feel resolved as it appears they will not acknowledge they missed diagnosed the repair, then tried to over charge for the repair and have low business morals. Again I took  my vehicle to another repair shop and visibly saw the part that Automation claimed  was broken and it wasn't. The new shop repaired the correct damaged piece for just over $200 and the vehicle now works fine. It is to bad in this day and age that there are businesses like Autonation ford who operate with low integrity. Their GMs response was not satisfactory.
Regards,[redacted]

Forgo repairs to a used car to keep cost down is deceiving and wrong! This is more than not the industries standard but to boast about outstanding customer service is a joke! AutoNation Ford of Scottsdale has a new word of mouth and its not outstanding CS. Blown struts bad axel seal and lower power steering hose leak. all passed on to unsuspecting customers.

We will have a check for this gentleman by the end of this week. There is one form that needs to be completed and we will call him today to have it expedited.
 
Thank You,
Gabe

I had a wonderful experience with Autonation Ford because of Tom G[redacted].
I have a Toyato Corola I purchased in 2013 from Ford and the gas gauge went bad.
Tom G[redacted] was my agent in the service department and he was in contact with me about the repair for a week.
The newer cars are difficult when things go wrong and the part had to be ordered.
Tom called me at home and advised me about he time frame and how long it would be to get my car.
I believe their is a change in the agency perhaps people like tom can make a difference.
October 1 2016
[redacted]

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.  For your reference, details of the offer I reviewed appear below.
Many false items in the response.  They didn't do everything in their power to resolve the issue.  They didn't even return my phone calls.  Furthermore the fact that they acknowledged the financing rate should not be tied to the warranty purchase shows me they are using fraudulent buisness practices. I would also like to know about the over charging for this service,  autonation sets the price and didn't comment on that important matter. Yes the company did state they would good will and send out a company to CLEAN the seat and then void the warranty. [redacted] would know this if she ever picked up the phone and called customers back.  This is not my or any other consumers idea of a fair handling of the situation. autonation continues to sell, overcharge, and use improper sales tactics in finance to take customers of their hard earned money. My next call will be to the attorney General.  
Regards,
[redacted]

Mr. [redacted] first contacted our dealership in August of 2014 regarding an interior/exterior warranty he had purchased with his vehicle in October of 2011. At time of purchase, with any new or used vehicle, the customer is given the opportunity to purchase a number of different warranties. We explain...

the warranties, their coverage and even if they are abled to be cancelled at a later date. The customer makes the choice at that time to either purchase these items or decline the coverage. A customers interest rate and term of loan have nothing whatsoever to do with what warranties are offered or if the customer does or does not purchase any warranties. A customer’s interest rate and terms are determined solely by the customers credit history and personal preferences.Upon contacting our dealership Mr. [redacted] was extremely upset with the PermaPlate warranty he had purchased. He stated he tried to file a claim regarding a stain on his leather seat and was denied. According to Mr. [redacted] the warranty company denied his claim due to the time frame the stain was reported. On the reverse side of the customer’s contract are the details regarding the warranty, including claim procedure. This states "In order to reasonably minimize further damage which might occur, a claim also must be filed within 30 days from the earlier of either the appearance of damaged covered by this Guarantee or the time when the damage could have been discovered upon reasonable observation or inspection" However the date the customer provided the warranty company was over 100 days outside this window.As an act of good faith we contacted the warranty company on behalf of Mr. [redacted] and stated our disappointment in the claim being denied. The company informed us they did initially deny the claim because it was well over the time limit set to file a claim; however, after speaking with Mr. [redacted] they offered him an exception and approved the claim. They gave him the contact information for the company who would complete the work so he could set an appointment with them directly.Our dealership was unaware of these details when Mr. [redacted] contacted us. We were only told the claim was denied.After speaking with the warranty company we then contacted Mr. [redacted] and informed him the warranty would approve the claim and he needed to set up an appointment with the company provided.Mr. [redacted] then informed us he did not want the warranty company to perform any work on the vehicle but instead was only interested in a full refund for the warranty. He stated the warranty company would not refund his money so he wanted Autonation to provide him a complete refund. We explained to Mr. [redacted] we could not provide the refund. This warranty is not a cancellable warranty as was explained to him at time of purchase, and we had already paid the warranty company on his behalf 3 years ago at time of purchase.The warranty coverage, terms and conditions are between the customer and Permaplate not AutoNation. As part of our good customer relations policy we reached out to Permaplate on behalf of Mr. [redacted]. While we strive to offer exceptional customer service we can not cancel a warranty of which we do not have ownership. We encourage all our customers to deal directly with the warranty companies such as Permaplate, to resolve any warranty issues that may arise, as we have no control over warranty matters.

[redacted]...

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Check received with a much appreciated gift card.
Regards,
[redacted]

The customers plate was sent out by the 3rd party [redacted] on January 17, however it was sent to an old address. We did apply for a lost plate on behalf of the customer. I recieved the complaint on March 12th and had the plate ready for the customer when they came in the next day for their previously...

scheduled oil change.