ComplaintsforAutoNation Ford East

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a vehicle on 09/23/2023 and drove for maybe 2 weeks so i took back to dealer they took vehicle and gave me a rental 2 weeks went by they said couldn't find anything so they returned back to me i drove for maybe 2 weeks the awd light came on took it back to dealer they took out light and said if come back on bring back 3 days later light back on took back to dealer they gave me rental and said they were going to send it to *** i've had three more rental vehicles since this last drop off vehicle still sitting in same spot never moving it i will be making my second payment and has not driven truck .

  Business response

  12/17/2023

  Mr. **** was left a message earlier today to please give me a call back so I can provide an update. I provided Mr. **** my mobile number.

   

  The 2 times the vehicle has been here we’ve been unable to duplicate his concern. As a result we’ve taken the vehicle to a local *** Dealership for additional diagnosis. To date that dealer has also not been able to duplicate the concern. Our service writer will follow up with their service writer next week and provide both myself and Mr. **** an update.

   

  Respectfully,

  Dean S*****

  General Manager

  AutoNation Ford East

  ************ Mobile

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve brung my vehicle to be serviced about 4 months ago. After waiting on my rep to return from “vacation” for months I was told it was a hold up due to the technician working on engine job and soon as he’s finished he look at mine that was for weeks. Getting fed up I go to the dealership in person to get resolution. Thinking issue was resolved find it wasn’t and addition the rep handling my repair is no longer with the company and I’ll have to be assigned to somebody else and would be contacted. That was 2 months ago and still nobody has responded or follow up and when I call in no one able to give me and update.

  Business response

  07/13/2022

  Good afternoon Kriste,

  I have looked into this issue with my service team and am aware of what is going on.  My service director Tim A****** has reached out to the customer today to fill Mr. ******* ****** in on what has been going on and what will be going on in the future.  Tim is taking personal control of this repair and will be the point of contact from this point on.  Tim will keep the customer in the loop moving forward per the customers request.

  Thanks,

  Nathan H***

  General Manager

  AutoNation Ford East

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on april 10th 2021 i purchased a new 2021 F150 from Autonation East location, i traded in a 2015 Chevy Silverado that i purchased in Aug 2018 i believe at Autonation Westlake at point of sale i purchased a number of warranties on the 2015 chevy, when i traded in the chevy when i purchased the F150 on 4/10/21 i was told by the finance manager that Autonation westlake would have to refund the warranties purchased but i would have to bring them the paperwork saying Autonation East purchased the 2015 Chevy truck, unfortunately i went thru a divorce & the paperwork from the april sale / purchase was in a storage unit in West Virginia & not easily accessible, & was basically told i can’t receive my warranty refund until i bring the paperwork saying Autonation East purchased my chevy truck thru a trade, after hearing that i basically thought well i guess since i can’t get the paperwork they are asking for it’s my loss & i won’t be receiving a refund on those purchased warranties, after thinking about it NO I WANT my refund i purchased those items & paid for them so i want a refund i shouldn’t have to jump thru hoops to get the money that is rightfully mine! it’s the same company why couldn’t they find the purchase for me!? i know why it’s because they only want to take money not refund money!!! i basically want my money ASAP! i waited almost 1 year & im guessing as a company they figure if they make the process hard enough to get a refund that people will just give up & forget about the money owed to customer!! PLEASE HELP ME GET REFUND ON WARRANTIES PURCHASED FROM THIS DEALERSHIP! PLEASE

  Business response

  02/10/2022

  Good evening Kristie,

  My finance director has spoken with Mr. ********. Unfortunately this complaint should not have been filed with this dealership. Instead, it should be filed with our AutoNation Ford East location in Wickliffe. Regardless, Mr. ******** has provided us with the necessary documents allowing us to proceed. 

  Mr. ********'s cancellations have been submitted. Although I can't provide an exact date his refund(s) should be completed within 6-8 weeks. Should there be any additional questions please don't hesitate to reach out to me personally.

  Regards,

  Dean S*****

  General Manager

  AutoNation Ford Westlake

  440-250-3447 Office

  
  

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  this response is exactly why after 10 months i still don’t have my refund! this started 10 months ago not 10 days or 10 weeks MONTHS! since the beginning no one has wanted to help me all everyone has done is pass the buck to the next dealership! the warranties were purchased at autonation westlake & even my bank letter of payoff says contact the dealership that the warranties were purchased at! i was hoping for autonation as a company would make whole & pay me a loyal customer that my family & myself have purchased at least 12 cars from & unfortunately probably the last, now i’m told i need to wait another 6-8 weeks so i will be sure to go to social media to make customers aware NOT TO PURCHASE any warranties at point of sale because if they trade a vehicle in still with extended warranties good luck trying to get your refund! i was expecting a huge company like autonation to make this right with a loyal customer & instead im STILL WAITING! 
  Regards,
  
  ****** ******** 

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, October 29, 2021 I brought my 2016 Ford focus to Autonation East for its regular oil change. While I was waiting, the service advisor informed me that my battery was weak and should be replaced soon. Since the battery was almost 5 years old I instructed him to go ahead and replace it. After the battery replacement they pulled the car up to return it to me and there was antifreeze running out of my car. They returned it to the service bay and told me I had a leaking radiator. Since I had an extended warranty from the dealer I purchased the car Nick Mayer Ford I chose to take it to them. By the time I returned home, about 6 miles, my radiator reservoir was empty. Nick Mayer told me it would take two weeks to get an appointment. Since I could no longer drive the car safely I filled the antifreeze reservoir and drove it and dropped it off at Nick Mayer. In a few days they called back and said something had poked a hole in my radiator and the warranty would not cover it. Since I needed my car and it was unsafe to drive I had Nick Mayer repair it, over $1200. I called Autonation to get a response nothing from the service advisor . I drove to Autonation twice and spoke to the service manager and waited for a response nothing. I called Autonation and spoke to the general manager, he really didn’t know anything about my situation and gave me a generic “you know I can’t pay another dealer to do my work” . After all this which was now over a month I called Ford and they said since it’s been over a month, there was nothing they could do. Fact: my Ford focus was not leaking any fluids when I arrived. Fact: the service advisor told me about the battery and did not say anything about leaking fluids. Fact: the battery was replaced and then my car was leaking antifreeze . Nick Mayer said Autonation caused the damage. Autonation said no. I would like to be fully compensated for my cost of repair.

  Business response

  01/26/2022

  Good morning *******,

  I received your complaint from the BBB and I want you to know that I always go out of my way to help any customers that we have here at my store.  When I had spoke to you in the past I explained to you that the only issue I have is that I have to take the word of another location that would have to pay for this repair out of there pocket with there inhouse warranty if they did not place the blame on my store.  I did a thorough investigation into what happened and spoke to everyone involved and we don't see how we could have damaged a radiator while replacing the battery with them being in completely different locations on the motor.  Even then if you would have let my store do the work I would have worked something out to make it as cheap as possible for you.  You chose to take it to another location and now want my store to pay for it.  I understand you are frustrated about paying for the repair and I will be happy to refund you the cost of the battery.  Let me know if you would like this.

  Thanks,

  Nathan H***

  General Manager

  Autonation Ford East

  Business response

  01/28/2022

  I would have no problem refunding the money for invoice ****** in the amount of $195.44 that he spent for the battery replacement at my location.  I truly want everyone to be happy with our service. 

  Thanks,

   

  Nathan H***

  General Manager

  Autonation Ford East

  Customer response

  02/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As a Ford customer since 1973, I have learned an expensive and valuable lesson. Do not leave the dealership until you are completely satisfied with the work. The least I can accept is $600 which is less than half the bill and I will chalk the other 600+ dollars to education, mine. 
  
  Regards,
  
  ***** ********
  
  
  
  
   

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had problems in the past communicating with this company. Now, I have been contacting the company to cancel my Gap coverage if that's possible as the vehicle is part of a bankruptcy chapter 13. I have left multiple emails and voicemails for Jesse C*** with no reply

  Business response

  09/28/2021

  Good morning Kristie,

  My CFS manager Jesse C*** informed me that he did receive a voicemail from the Mr. **** a little while back and tried to contact him back but he did not pick up.  I had Jesse call Mr. **** last night and he spoke to him telling him that we would have no problem cancelling his Gap contract but during a bankruptcy that is typically done from the bank because the refund money goes to them.  Once Mr. **** realized that the money is not refunded to him he told Jesse to forget about it and leave it the way it is.  

  Thanks,

  Nathan H***

  General Manager

  Autonation Ford East

   

   

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a used vehicle. The car had mechanical issues that the dealer didn’t disclose. They refused any help, they charged me for the repairs, held the vehicle for over 2 months guessing what to fix and charging me for those repairs. Towed my vehicle without notifying me and charged me for the tow. They held the vehicle way past the expiration on the tags and refused to give me a new one.

  Business response

  08/30/2021

  Good morning,

  I have looked into this transaction and from what I can see from my store is Mr. **** ****** and Mrs. ***** ****** purchased the 2016 Ram Promaster with vin#***************** on 4/15/2021.  This vehicle was a 2016 with 22,728 miles with a clean 1 owner Carfax which I have attached.  My certified technician did find anything wrong during the 125pt inspection and was able to list it as a Autonation Certified unit which means we include a 90 day limited warranty which covers many components.  The first time the customer called in to our dealership was 7/1/2021 which I attached the recorded phone call they spoke to one of my salesman Alex H*** saying they were having mechanicals issues and he informed them to see if they can send us a copy of what they are having issues with and we will look into seeing if it is a covered component.  They called in again on 7/8/2021 which is attached and spoke to there original salesman Jim T**** asking if we could get them a rental/loaner vehicle and he told them that she would have to get that from where the vehicle is being serviced at but he said that they would not be able to use if for commercial purposes and that is what they where looking for.  Customer called in again on 7/12/2021 and did not leave a message with anyone.  Next recorded phone call was on 8/27/21 in which they left a message for my used car manager Scott H***** to call them back.  Scott retuned back to the office this morning in which I told him not to call them back that I received a BBB complaint over the weekend and will be handling it.

  My store has not charged them or dealt with them since they took delivery on 4/15.  As far as the expiration of the tags as a dealer we are not allowed to issue a second temporary tag that would have to be done by the customer at the DMV in which they could file for a hardship tag.

  I am truly sorry that they are having problems with the vehicle they purchased from us but I am not sure what I can do about a refund for services done at other locations other than my store. I look forward to getting this resolved.

  Nathan H***
  

  General Manager

   

   

   

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