I bought a truck from Burleson location and had nothing but problem after problem with them. Our salesman told us several times to bring the truck back in a week to change out tires because the ones on were dry rotted. I called him a week later and kept getting the run around. My husband got involved and the salesman Arron, told him to call other dealerships to see if they have tires in stock. When my husband did so, the other dealership asked why the customer and not the dealership was calling. The dealership has to put in a request. Arron, was pushing his job off on us. My husband and I went to the dealership to get some answers and we then dealt with a supervisor Tim. He looked at the tires and said, “ what’s wrong with them”? Even Arron said these tires are dry rotted and their warrant doesn’t cover dry rot. The warranty was purchased extra because of the concern of the tires. Now we find out it dosent cover dry rot. Tim said he has dry rot on his personal vehical and drives it around and never had a problem. Tim says to my husband and I , “ how do I even know these are the tires that came with the truck?” I was floored! He was insinuating we were trying to pull a fast one and being dishonest. Our salesman Aaron was standing right next to him and said nothing. Tim could have found out a number of ways if those were the tires and he decided to question our integrity instead and then told us there was no need to get frustrated. We go back inside and Tim comes back and says Arron never said he would replace tires! Says we have two options, take truck as is or give it back! I’m blown away! I pushed the subject and then was asked if we had proof and thank god my husband decided to start texting because otherwise we would have no proof at all. So now they see there is proof. Arron comes out and wants my keys with an attitude and I asked what for and he gave me more attitude and said he’s gonna change out the tires like he said he would. I didn’t know. His supervisor just told me they weren’t gonna do it. I’d like someone to explain what’s going on. Arron comes back later pulls his phone out and says he has nothing to his he said he would change the tires. Well someone is lying because Tim said that Arron never said he would replace tires. Tires get Changed and a short time later I get a nail in my tire. Well I go to see what the tire warranty covers, and I realize, they’ve never even emailed the paperwork of the truck purchase to me! I asked for a hard copy the day of, and they said no we email it! They never did. So now i had to make several calls up there just to get it and trying to get them to understand I have a tire warranty. The woman I spoke with Linda, after calling her twice to get paperwork, told me to call her and remind her the next day at 10. I’m sorry but I’m at work. Why do I have to stop my job, to call her to tell her to do her job? I called her in the afternoon to see if she got the paperwork, and she’s says to me, “ oh you were the one I was supposed to get that for” wow. Why do I have to go through this to get paperwork for a vehicle I purchased? I call service center because I have a nail in my tire, and the lady says the car isn’t even in my name in the system! At that point it had been like 3 months. Then she said I had no warranty which is not true. Fast forward a few months later I have another nail and went back and had more issues. I wait two hours and finally I ask what’s the status, and a couple mins later, what do you know, it’s ready and I believe it had been for sometime and I was just waiting for no reason. They fail to tell me they just patched one tire and didn’t have the other in stock for the other tire that had a nail in it until I asked. I would have driven off thinking both tires were taken care of. I just went to a different auto nation. I live 3 min down the street from Burleson location and I will NEVER step foot in there again, and apparently listening to other customers waiting, I’m not the only one. I will gladly spend the extra time and gas and go to a different AutoNation. Completely unacceptable, worst customer service I’ve ever gotten and I will be verbal about my experience with anyone I know who’s looking for a vehicle. Update. Just found out from other dealership, the item wedged the the tire didn’t even require a new tire. They pulled it out. I went through this ordeal for nothing.
Christina Newsom
Oct 10, 2020
