Customer ReviewsforAutoNation Ford Westlake

Had a recall on my Ford Fushion. Was told by the dealership they would not provide a loaner car. The recall was to take 4 hours to half a day and Ford policy states if a recall akes more than 1 day to repair a recall, Ford is to provide a loaner. However, the dealership would not service my car for 3-5 business days so I would need a loaner car due to this inconvenience. No one was willing to assist in the service department including the Service Manager. I spoke with Ford's Consumer Department, and she mentioned speaking to the Service Manger directly, yet no one would transfer me to his line at the dealership. I asked since my car is completely undriveable due to this recall, if I had it serviced elsewhere, would Ford reimburse me, and they said no. So, I have a car that's undriveable due to a recall that would only take 4 hours to completed and the dealership cannot get my car in for 3-5 business days and will not provide a loaner car. The dealership has made zero effort to assist me. My experience purchasing my car at AutoNation was not pleasant and their service department continues to show they do not value their customers.

If the customer would like to contact me personally, I will verify the recall and schedule a loaner car if the recall will take longer than a day. Respectfully, Dean ****** General Manager

I ordered a custom Bronco Outer Banks in Mar 2022. I was told I would receive regular emails letting me know when my Bronco hit production when it would be shipped, when to pick up me, etc. And it could take 1, 6, or 12+ months. I never received a single email (aside from marketing/promo messaging trying to get me to buy ford accessories, service, etc., for a vehicle I didn't have), yet a friend who also ordered a Bronco about 6 months before I did. Instead, I called monthly, only to be told there was no info. Until my husband called in Sept and found out that our SUV would be produced Sept 19 and delivered Nov 2022. Fast forward three days. I got a call. The Bronco was done and we would have 5 days to pick it up once it was delivered. We frantically tried to figure out who was wrong AND come up with the money/time to pick it up. Fast forward to the day we picked up the SUV, and the inaccuracy, misinformation, and lose promises continued. The sales rep said one thing, the finance manager another, and the manager something else; the price of our vehicle changed and instead of just making the adjustments right then and there - we had to pay $2k+ more and wait for Ford to send us our money back; our auto show coupon ($250) discount expired, etc. After a series of calls to Ford Corp and the Westlake dealer, I have now learned that the $2k refund I was promised by Will A*****, Internet Mgr, Nate ****, Sales Mgr, and Harry, the previous finance manager, at AutoNation Ford Westlake when I bought it was a mistake & should never have been promised. Ford Corp said the dealership promised and sold me a car at a specific amount and promised there would be a refund (I have the original signed ordered/purchased paperwork), so they should honor their commitments & issue a refund. Westlake says that we got a "good deal" and ADMITTED they made a mistake but are refusing to pay what they promised. Whether or not we got a "good deal" is not the point. Keeping the promises made is.

Hello ******, Our management team at AutoNation Ford Westlake will be reaching out to you directly to address these concerns. Customer Service is very important to us. We apologize for any inconvenience you may have experienced.

On June 3rd I broke down on the side of the road. I called *** for a tow. The tow truck arrived at my location, *** **** ****** **** ** *** ******* approximately 2:20 in the afternoon. Three (3) miles from AutoNation Westlake. I had my truck towed into AutoNation Westlake on Friday , June 3rd, 2022, by approximately 3pm for service and repair. As of Monday June 6th, I had not received a status call from the service department. SO, I called into service for a status update. I was told by the person on the other end of the call that she would investigate it and get back to me. I waited ALL day Monday for a call back. Never got one. Tuesday, June 7th at approximately 8:28 I receive a vmail from a Jordon. Something about “making sure that I know what’s going …” I returned Jordon’s call TWICE. With the second of the calls being about 12:40 in the afternoon. Jordon NEVER returned my calls. SO, AGAIN, around 3:30 in the afternoon, I called into AutoNation Westlake. I Spoke to a young woman, who was going to “transfer” me to Jordon. I said NO! I have called him twice. He is yet to return my calls. So, I proceeded to run down the timeline of how long my Truck had been sitting there , in the same spot, with nothing done. No updates, no status. Only to be told, by her, that AutoNation would not be able to get to it until next week. UNACCEPIABLE! I told her; that’s unacceptable and that I’ll be right up to get my keys. Which living in Fairview Park takes a grand total of 5 minutes. Well, I got “stood up” and had to waiting for my keys. And then some ass of a manager tried to bully me into leaving my truck there… saying “I’ll try to get in tomorrow.” I said NO. I don’t care. I care to hear your excuses. I want my keys. The “manager” TRIED to tell me EVERY service center was booked like “us.” LIE. I could have scheduled a service appoint for **** ***** **** for today… June 8th. And / or booked a service appointment for **** ***** ******* for Tomorrow , June

Good morning, Mr. ******* had his vehicle towed in on a Friday. We explained to him we would try to work his truck into our schedule as soon as possible. Unfortunately when Mr* ******* returned on Tuesday he noticed that his truck was not in repair as yet. Our After Sales Manager spoke to Mr. ******* about the status of the diagnosis- not completed as of yet. Although all our technicians had a full queue our service writer did let Mr. ******* know that he would place his truck ahead of any other scheduled work. Mr. ******* stated that if we could not look at it right away that he would take his truck and took the truck.

Their response is not true. They NEVER contacted me; never indicated to me what their “work load” OR mentioned anything like “soon as possible”. (Which, to the least, is ambiguous. “ soon as possible”?). Not until I went up to get my keys did ANYONE mention about looking at my truck until some “manager” says to me… “I’ll try to squeeze it in tomorrow” And BTW. It was a one hour repair… air flow sensor just needed cleaned. I had mt truck back from my local service garage in less than one day. Their loss!