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Recent Reviews from AutoNation Ford Burleson

DO NOT bring your car here to be serviced. Take it anywhere else!! We had a terrible experience having my car serviced here. We drove from out of state for my brother’s funeral and while driving our car began to overheat. Made an appointment and was able to bring it in the next morning to see what the problem was. Turns out the water pump was bad. We were told by Destinee on Friday (Feb 10th) the parts were ordered and would be there on Monday (Feb 13th) and our car would be ready by Wednesday (Feb 15th). We were told if there was any problems OR delays, we would be contacted. No one contacted us and on Wednesday we had to go to the dealership to see what time to pick up our car, since no one was answering the phone and no one had called us to tell us otherwise. After asking around, we were told Destinee wasn’t at work but Fernando could help us. He told us our car hadn’t been worked on yet because the service tech was having problems with the car he was currently working on. We were told he had been working on this car since Friday (Feb 10th). Is there only one person who can complete the work on our car? I guess so. We were told it was Destinee’s fault for not setting up text communication, so we set it up with Fernando. I had to hound him and ask multiple times a day if/when was our car going to be ready, only to be told “it might” be ready today or tomorrow. By Thursday (Feb 16th) afternoon, I asked for a manager to call us. He proceeded to blame everything on Destinee, saying she didn’t look at all the parts and that the gaskets didn’t even come in until Wednesday. She was out sick with covid, yet no one checked on any of her customers while she was out? If she’s having to check with the service tech on when the work will be completed, shouldn’t they also know when all parts are coming in so they can give a correct expectation of when the work will be completed? I felt like everyone was just blaming each other and giving half hearted apologies. Nothing was ever done to try and make their incompetence right. We had to rent a car and extend our stay at our hotel. And we had to do it daily because Fernando could never give a straight answer on when our vehicle would be ready. The service received was a nightmare durning an already terrible time for my family. I’ve worked in customer service my entire life and understand things happen that are beyond our control, but this situation was handled terribly. Your manager’s lack of empathy and responsibility speaks volumes as to how this shop is ran. I’ve never received customer service this awful in my entire life.

Amy Aranda Feb 23, 2023

We purchased a 2021 Ford Escape with my daughter from AutoNation Burleson in October 2021. The sales process was easy. However, once we made the purchase, the "service" was, and is, almost non-existent. Trying to get a hold of a live person on the phone is almost impossible. We attempted to call 10 times yesterday (December 16,2022) with no luck until call #11. My daughter initially had an issue with the radio console and backup camera immediately after purchase. We brought it to be fixed, but they could not fix it. They told us they would have to replace the unit, but the part was back-ordered. We are reasonable people, so we understood. My daughter left for college, so I called AutoNation Ford Service a month in advance to have the part ready to install for my daughter's return for Christmas break. The advisor I spoke with in November 2022 told me the part would be available within three days of our phone call. He was going to contact the installer and have it ready for installation on December 19, 2022, for our 7:30 am appointment. When I called to confirm three days before the appointment, the adviser said they had to call the installer to see if he had the part. It's apparent the advisor did not call in advance because the part was back-ordered until December 23rd, and he didn't already know that when I called. (I don't believe that based on their track record.) As a result, they told me not to bring in the car because of the holidays, so it still will not be fixed. My daughter cannot take the car to be fixed at college (18 hours away from us) because she works and has no downtime with her course load as a graduating senior. REGARDLESS OF THEIR REASONING, AUTONATION FORD WAS AWARE OF THIS RECALL AND DID NOT INFORM US ABOUT THE POTENTIAL PROBLEM BEFORE WE PURCHASED IT. Had they done so, there is NO WAY we would have purchased the vehicle! We traded in a 2019 Ford Mustang for a supposedly "safer" car for our daughter, but this vehicle is not, and it does not have the features we paid for. I WOULD NEVER RECOMMEND AUTONATION FORD TO ANYONE!!! We paid for a car with features it has not had for over a year. IN MY EXPERIENCE, HERE'S WHY YOU SHOULD NOT PURCHASE A CAR AT AUTONATION FORD? 1) AWFUL CUSTOMER SERVICE 2) POOR FOLLOW-THROUGH BY SERVICE 3) SELLING VEHICLES WITH WARRANTY ISSUES BUT NOT INFORMING CUSTOMERS (LACK OF INTEGRITY) Just so you know, the last time I spoke with a manager at the dealership, he told me he understood my feelings because the same thing happened to his car. (I'm not sure I would share that, but that speaks to the widespread issue.) While I appreciate that, it doesn't matter to me because I purchased a car and expected it to function as advertised. That is reasonable to expect. BUYER BEWARE!!!

Kevin Harrison Dec 17, 2022

We purchased a 2021 Ford Escape with my daughter from AutoNation Burleson in October 2021. The sales process was easy. However, once we made the purchase, the "service" was, and is, almost non-existent. Trying to get a hold of a live person on the phone is almost impossible. We attempted to call 10 times yesterday (December 16, 2022) with no luck until call #11. My daughter initially had an issue with the radio console and backup camera immediately after purchase. We brought it to be fixed, but they could not fix it. They told us they would have to replace the unit, but the part was back-ordered. We are reasonable people, so we understood. My daughter left for college, so I called AutoNation Ford Service a month in advance to have the part ready to install for my daughter's return for Christmas break. The advisor I spoke with in November 2022 told me the part would be available within three days of our phone call. He was going to contact the installer and have it ready for installation on December 19, 2022, for our 7:30 am appointment. When I called to confirm three days before the appointment, the adviser said they had to call the installer to see if he had the part. It's apparent the advisor did not call in advance because the part was back-ordered until December 23rd, and he didn't already know that when I called. (I don't believe that based on their track record.) As a result, they told me not to bring in the car because of the holidays, so it still will not be fixed. My daughter cannot take the car to be fixed at college (18 hours away from us) because she works and has no downtime with her course load as a graduating senior. REGARDLESS OF THEIR REASONING, AUTONATION FORD WAS AWARE OF THIS RECALL AND DID NOT INFORM US ABOUT THE POTENTIAL PROBLEM BEFORE WE PURCHASED IT. Had they done so, there is NO WAY we would have purchased the vehicle! We traded in a 2019 Ford Mustang for a supposedly "safer" car for our daughter, but this vehicle is not, and it does not have the features we paid for. I WOULD NEVER RECOMMEND AUTONATION FORD TO ANYONE!!! We paid for a car with features it has not had for over a year. IN MY EXPERIENCE, HERE'S WHY YOU SHOULD NOT PURCHASE A CAR AT AUTONATION FORD? 1) AWFUL CUSTOMER SERVICE 2) POOR FOLLOW-THROUGH BY SERVICE 3) SELLING VEHICLES WITH WARRANTY ISSUES BUT NOT INFORMING CUSTOMERS (LACK OF INTEGRITY) Just so you know, the last time I spoke with a manager at the dealership, he told me he understood my feelings because the same thing happened to his car. (I'm not sure I would share that, but that speaks to the widespread issue.) While I appreciate that, it doesn't matter to me because I purchased a car and expected it to function as advertised. That is reasonable to expect. BUYER BEWARE!!!

Kevin Harrison Dec 17, 2022

We purchased a 2021 Ford Escape with my daughter from AutoNation Burleson in October 2021. Once we made the purchase, the "service" was, and is, almost non-existent. Trying to get a hold of a live person on the phone is almost impossible. My daughter initially had an issue with the radio console and backup camera immediately after purchase. We brought it to be fixed, but they could not fix it. They told us they would have to replace the unit, but the part was back-ordered. I'm a reasonable person, so we understood. My daughter left for college, so I called AutoNation Ford Service a month in advance to have the part ready to install for my daughter's return for Christmas break. The advisor I spoke with in November 2022 told me the part would be available within three days of our phone call. He was going to contact the installer and have it ready for installation on December 19, 2022, at 7:30 am. When I called to confirm three days before the appointment, the adviser said they had to call the installer to see if he had the part. It's apparent the advisor did not call in advance because the part was back-ordered until December 23rd, and he didn't already know that when I called. (I don't believe that based on their track record.) As a result, they told me not to bring in the car because of the holidays, so it still will not be fixed. My daughter cannot take the car to be fixed at college (18 hours away from us) because she works and has no downtime with her course load as a graduating senior. REGARDLESS OF THEIR REASONING, AUTONATION FORD WAS AWARE OF THIS ISSUE AND DID NOT INFORM US ABOUT THE POTENTIAL PROBLEM BEFORE WE PURCHASED IT. We traded in a 2019 Ford Mustang for a supposedly "safer" car for our daughter, but this vehicle and it does not have the features for which we paid. I WOULD NEVER RECOMMEND AUTONATION FORD TO ANYONE!!! We paid for a car with features it has not had for over a year. I would give it less than 1-star if it were an option. WHY SHOULD YOU NOT PURCHASE A CAR AT AUTONATION FORD? 1) AWFUL CUSTOMER SERVICE 2) POOR FOLLOW-THROUGH 3) SELLING VEHICLES WITH WARRANTY ISSUES BUT NOT INFORMING CUSTOMERS 4) NOT TRUSTWORTHY, IN OUR CASE BUYER BEWARE!!!

Kevin Dec 17, 2022

My name is Hamza Sattar I ordered an Ford F450 super duty in January. The Sales person Melvin Jones called me when the truck finally got there and asked me to come in so I could take delivery of my truck. I went in later that day and waited for hours without anyone letting me know what was going on. Finally I found the sales person and let him know I had to go back to work. He said they where “working on my deal” The next day he called me from AutoNation and told me he was going to call me from his personal phone and to answer. Ok I waited and Three minute I received a phone call from Melvin, He started apologizing for the situation .. the manger he was working with Matt Lewis didn’t want to get my car deal approved because he said my truck was a dinosaur and they haven’t seen a 450 on their lot in a long time. According to the sales person the sales manager didn’t want to sell the truck to me because if I didn’t buy it (I ordered it so they had to sell it at MSRP) they could and would sell it to someone else for 20k over sticker. After some more back and forth the sales manager finally “decided” to sell it to me. When they gave me the paper with payments I thought the APR was to high and when I mentioned it I was told by the sales manager once again that “he doesn’t work for free” and that he was charging me a higher rate than the bank approved me for. Keep in mind I never asked anyone to work for free I am paying sticker for the truck the dealer and sales person are making a fair commission on this deal. Not wanting to to deal with them anymore and to just finally take my truck I gave in and signed. After the fact the sales person knowing they didn’t deserve a good survey had the nerve to ask for one and tried making me feel guilty about it. The dealer still owes me accessories they charged me for that have yet to be installed, he didn’t call about them he called about a survey. It was very clear we where unhappy with the entire situation and rather try to address the issues they ignored the problems sold us the truck like they where doing us a favor and begged me to lie to ford about a survey. If the survey was so important than why didn’t they do the right things in the first place ? After a few days I did receive communication from Ford asking about my experience and I honestly answered them. Not even 10 minutes later I received harassing text messages from employees at auto nation ford in burleson. Not only myself but they contacted my wife as well. I have asked them to stop messaging us. I also have tried to contact upper management with no success. Buyer beware I wouldn’t recommend this dealer to anyone !

Leo Leo Sep 7, 2022

Car was towed into Burleson AutoNation 3/30/2021 and not picked up until 4/19/2021. Twenty-one days to repair the rack and pinion. We were told there were 100 cars besides ours that needed service. After contacting Linda in Customer Relations Matt Masters emailed on 4/2/2021 to confirm that car had not been touched, and a loan car was offered. Email received 4/5/2021 saying technician was looking at our car. The repairs, parts and labor costs were discussed on 4/6/2021. An agreement was made for repairs to be done. Email stating one part had not arrived received 4/12/2021. Part arrived 4/15/2021. Since we were going out of town early on 4/16/2021 the car was not picked up until 4/19/2021. The repair journey was much longer than anticipated. We felt Matt Masters was doing everything within his powers to get repairs completed. Linda provided assurance that our business was appreciated, and tried to convey that our satisfaction was the #1 priority. Without Linda and Matt working together this survey would have received one star. We would recommend the dealer to a friend with the stipulation that they talk to Linda immediately. We are satisfied with the quality of the work performed so far, but definitely feel the time involved was excessive. There never was a timeframe promised, but we feel Matt tried to push the repairs through as much as he possibly could. Price paid was exorbitant but expected at a dealership. Bottom line is that our regular mechanic did not have the tools necessary to make the repairs. We were expecting more than a one day wait, but certainly not 21 days. We were expecting the costs to be approximately $3,000. We were extremely grateful to Matt for working with the estimate to keep it below $4,000. Matt and Linda deserve bonuses for keeping us grounded during the repair journey. The worse case scenario was envisioned. Without Linda getting involved we believe the end result would have been longer. Without Matt treating us like he would want to be treated we believe the end result would have been longer and more expensive. Thanks to Linda, Matt, and the experienced technician(s) that completed the repairs.

romeo&juliet Apr 21, 2021

My experience was a little unique. But I’ll share what I learned. First, know what vehicle you want. At this location you can buy anything from a pickup to a lotus. Know your needs. Know the KBB value of the vehicle you want. Know the KBB value of your trade in. (More on this later) In my experience, the credit app, how much I can afford to spend and the amount owed on my trade in were worth so much more info to my sales rep than knowing anything about the Truck that I drove from San Antonio to buy. Luckily I’ve already owned a few rams and did my homework on what I’d be purchasing. My sales Reps Job could be eliminated as a whole. Aside from the test drive he was more of a hindrance to the buying process than anything else. The last issue I have is during the test drive all systems ran fine, no issues. But by the time I made it to Austin I could hear the brakes squealing. Took the truck to the shop for a check up, sure enough brakes are shot and need replaced. I’m not sure how the brakes were missed during their check in process. Lesson I learned. Money, credit profile, monthly budget, and trade in amount owed are all the very last thing to be discussed with your sales rep. That and have them pull the wheels in front you of to check the braking components. Personally, I probably won’t do business again with auto nation. It would have to be one heck of a deal for me to put myself thru that process again with this dealer. It should be noted I go thru a truck once every 6-8 months, so I do purchase Trucks pretty often. I rated a 2 because I did get my truck at a decent or fair price, and they had the exact Truck I was looking for. 18 Ram 2500 Megacab diesel.There aren’t many for sale in Texas.But the sales rep lack of sales experience was really off putting. I’ve come to realize that if a sales reps only bow in his/her quiver is the credit app, then he’s really just a waste of space. I did already have my finances in order before purchasing, as you should. Don’t let a dealer shotgun blast your credit profile, you’ll have 25 hard pulls on your credit by noon. Have a licensed mechanic inspect the vehicle first before signing anything. Since I was from out of town I didn’t know anyone in the area and completely missed this. Try to do some research on the area to find a mechanic before hand. Beyond my issues, this location did have a wide variety of vehicles to choose from. The location was clean, and sterile. And the cars were also very clean.

Rick Hunter-Erwin Apr 20, 2021

I made an appointment on line for my first service. The time scheduled was 11am. At 12:30pm, my truck was still sitting where I had parked it waiting for service, so why make an appointment in the first place??? I was at the dealership until 3:30pm just for a simple service. According to Ford, the first service should include a tire rotation (was not done because I only had close to 6k miles on it and wanted to service it after break in) and a fill up the DEF tank, which was not done. Makes me wonder what else was not done. My truck was eventually pulled outside and I had to have someone hunt down Matt Masters, who was my so called advisor to get him to come talk to me. My truck was still filthy and had not been washed. I insisted that they do so since they brag about "taking care of your vehicle". The excuse I was given was that due to covid, they did not do washes unless specifically requested. Nonsense excuse #1. The wash took about 45 minutes and it was a terrible wash, truck was still dirty in many places I walked outside to find out where my truck was and the technician parking my truck was sitting inside it with the engine still running, on his cell phone and wasting my diesel! I had to catch his attention to have him get out and take the key to Matt. You guessed it, I had to have Matt hunted down again so I could leave. He is never at his desk and does not pay attention to his customer. As I was driving home I noticed that my DEF tank hadn't been filled up, so I turned around and went back to ask why it wasn't done. This time the excuse from Matt was that they don't do anything that the customer doesn't ask for. I had to show him on my FordPass app., what a first service entails. They ended up putting some DEF in the tank but it was not filled up! In my opinion, these service departments should know what to do to complete on a service that follows the maintenance schedule outlined in the manual and FordPass app. The customer shouldn't have to demand that it be done. After all, I still paid for it with my rewards for buying the vehicle from them. I was very disappointed with their level of attention, the amount of time they kept me there and their lame excuses for not getting it done right the first time. I am hesitant to take my truck there again for service and will consider other dealerships that can take care of their customers correctly and punctually. The service department and it's "advisors" needs major improvement if they want my future business.

Lamberto Chianese Feb 1, 2021

I keep saying that I need to find another dealership but this one is so conveniently located. Unfortunately, the service department is terrible and I don?t think they have a clue what they are doing. Recently I brought my 2020 Explorer in for scheduled maintenance and because my 360 cameras were not working. When I picked it up, my service advisor Matt told me the oil had been changed but I had to let the camera guy look at the camera issue and he wasn?t there that day. Matt said he would call me the next week and schedule an appointment with him. Matt has been my advisor before and his follow-up is absolutely the worst. A month went by and no phone call. So I called and explained my situation to the lady that answered. She was so rude and clearly my call was an inconvenience for her. She told me they would have to see if the part was in and then cold transferred me to Matt who sent me to voicemail. I left a message and asked for a call back and didn?t get one. I called back again, 2 days later, and got an appointment ?with the camera guy? allegedly. The next week I dropped off my vehicle and got a call a few hours after drop off and was told that all they did was a software update, they didn?t look at the cameras because they always just start with doing an update. The advisor that called to tell me this said that it might fix the issue and if not then I would just have to bring it back in because apparently my time doesn?t matter. I was so agitated at this point. When I go to pick up my vehicle the advisor told me that they were unable to duplicate the problem, which is funny because the cameras rarely ever work. He said he was confident that the update should help because they did this big update and restored some things and because of all this update work that they did I would have to re-pair my Bluetooth devices. However, when I turned my car on, all devices are still connected. He told me that they may need to order a new camera but it takes forever to get those in. Then another gentleman told me that they did order some cameras but that I would need to call to find out if they had received it. Why should I have to call and why am I getting conflicting information?!?! These advisors are clueless. Of course, when I get home and back into my driveway, the cameras go out. So the issue definitely wasn?t fixed. This place is infuriating!! Find any other Ford Dealership because this one is awful and they do not care about their customers at all.

Stephanie Demaree Nov 19, 2020

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

I called to get appointment and was told they would be able to get me in that morning by 8:30am and it would be ready by that evening. I get there and meet Joey and after giving him the key and signing the paper he said 2 days. Immediately I questioned it since I was not prepared to be without my car 2 days. My fiance was with me and he said he would just fly back to work on Tuesday evening to allow them a little time. Wed came and not calls. I called by Wednesday 4pm and Joey said the tech hadn't pulled it in still and that it would be pulled in Thur morning. 4days without my car and I was told 1 day then 2 days. I spoke to Ken the manager and he didn't too much care until he asked what I wanted and I explained as a manager he should be telling me he was going to go the tech to find out what's was going on then call me back. He then said, yes that is what I was going to do. Needless to say he called back a few minutes later and said tech pulled car in and I should know something soon. I didn't get a call until Thursday at 10am. He told me stuff that should be done due to my mileage and it would cost $1,850. Mind you it had nothing to due with my issue and I have already had some of that done within a year ago. He then said the tech just notifed him the car recreated the noise that I brought it in for. No engine lights or warnings were displayed ever. Now the issue was cam phasers and my bill jumped to $5,800. No codes or lights to tell them this was the issue only assuming. I had him send me the quote via email and by 12 I had my mother pick up my car only paying for the $155 diagnostic fee. The guy told my mom they were doing an oil change so she called me and I told her not to have them do it and I would consider it later. When she told Joey he said ok let me stop them. When he brought the car to her he told her I would be wasting my money to have an oil change done anywhere else and she instantly questioned why they were trying to do one if it was a waste of money and he told her she wouldn't understand because she was a women and walked off. My mother proceeded to question him and he would not respond. I would never refer or trust AutoNation ever again. My car was inspected and as dusty as my car was you can tell no one touched or leaned along the car under my hood. The next mechanic just touched a few places and you visually see the hand prints. Very bad customer service, no loaner cars offered, no discount offered but you keep my car 4 days too long and no evidence of their claim for the work suggested. And the disrespect to my mother when she questioned why you wanted to charge me for an oil change that you said would be a waste of money if anyone else did it.

Ebony Adams Nov 22, 2019

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