Recent Reviews from AutoNation Ford Burleson

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

My experience didn’t start out good at all, but ended much much better. Squirrels had gotten under my hood of my 2018 Taurus and chewed all sorts of wires. All my warning lights came on at the same time. Fernando was my service agent. Fernando us terrible. After having my car 10 days and not once calling with an update, I called him..it went to voicemail that he didn’t respond to. On Fridayday (day 10) my husband called and just happened to catch Fernando. He started describing stuff that had nothing to do with my car... he had the wrong car pulled up. Finally found the correct one and stated it would be ready Monday(12 days since I dropped it off). Monday came and by 11 am I hadn’t heard from Fernando so I called and got his voicemail. At 2:00 I called again and was transferred to the Service Manager voice mail. By 3:30 I called my husband to tell him I still hadn’t heard anything. He called and again got Fernando who said that as soon as the cashier came back he would give her the paperwork and she would call us. At 4:30 my husband started calling every 15 minutes and couldn’t get Fernando back. At 530 he called the service manager who informed us that Fernando had clocked out and left at 5:00. By this point my husband was livid. Matt was very helpful there at the end. He located our paperwork and got it to the cashier. He had my car washed and ready within 30 minutes. He even gave us a discount on the service due to Fernando’d incompetence and lack of communication. While the actual work performed was fine, it was the service agent,Fernando, that made it a terrible experience. Linda Belota, the Customer Satisfaction specialist also got involved and moved mountains to make sure we were happier with the service department. Matt and Linda took 2 customers that were ready to leave and never return for any reason and turned it around to maybe not ecstatic but at least much happier than we were. All in all the service department and work performed was fine, it just took 1 guy with no communication to ruin what would have been a pleasant experience. I highly recommend Matt and Linda, they know what customer service means.

Susan Miller Apr 15, 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

I brought my Ford F-250 in for oil & filter service. While talking to the service advisor, he pointed out that I should rotate tires, and replace the engine air filter. I asked him how long this would take approximately 2 hours including a complimentary wash and vacuum. I then left with my wife to have lunch, (it was 12:00) and run some errands. Approximately 20 minutes after we left, I receive a phone call from the service advisor telling me that the truck needed a battery service because the terminals were corroded. I told him to have that work done. I returned at 2:00 pm and went to the service advisor for a progress report, he told me that my truck was being washed and would be out shortly. I went to the waiting room and waited for almost an hour. I started walking around looking for my truck when a young lady came and asked if she could help me, something my service advisor did not do. I told her that I was waiting for my truck and that I was told an hour earlier that it was being washed. She said she would check on it. About 5 minutes later she came to me and said that it was just now going to be washed. I told her to cancel the wash bring my truck to me because I had things I needed to get done. She did as I requested and I went to pay my bill. The bill was paid and I left. When I got home, I reviewed the bill. I discovered that the battery service that I was called about and gave permission for was not accomplished citing that they were out of battery cleaning supplies. I was very disappointed with this visit. First of all, my original service advisor only approached me when I first drove up. He did call me to get permission for the battery service. After that, he made no effort to update me on the progress of the work being done (or not being done). The lady who asked if she could help me (the only person who did so during whole time I was there) provided the kind of service I should expect and get from an Autonation service department. I got the impression that no one felt that my time is important. Next they call and ask to perform the battery service and then don’t do the work because they are out of battery cleaning supplies. Are you kidding me? I find it extremely hard to believe that an Autonation dealership level service department is out of battery cleaning supplies. I will probably not take my vehicle to the Burleson Autonation service department again, even though it is closest Ford maintenance facility. The lack of customer service was extremely disappointing. I am in the market for a new F-350 but I think I will purchase from a dealership that is interested in earning my business.

Fred Borland Jan 29, 2019

My son called to say his tailgate wasn’t working. He was told to make an appointment and he did. We brought his truck in at his 10:30 appointment on May 18th. Ann Marie was our service advisor. When we arrived she Informed us that the tailgate was not part of the warranty as it was outsourced by Car Toys. I asked if we needed to take it there and was told that Ford would do it. I asked her to call with a quote first and then she told us that the guy that does tailgates wouldn’t even be in until Saturday. So, I am not sure why she didn’t say that when we made the Friday appointment. So, after not hearing anything, I decided to call on Saturday afternoon late to see what was going on. I was told it hadn’t even been looked at and it would be Monday now. So, Monday afternoon rolled around and again I had to call because I wasn’t hearing anything and the car had now been there over 3 days. Ann Marie answered and said it should be next up to look at. I told her we were coming to get the car at the end of the day even if it hadn’t been looked at. Ann Marie did call us around 4:00 on Monday just to tell us that it was the actuator on the motor and we would need to take it to Car Toys to get fixed. Why didn’t she tell us that on Friday? We would have taken the car straight to them if Ford knew they weren’t going to fix it. Ann Marie states that we can come get the car and she is there until 7:00. So, around 5:15 we show up to get the truck and there is no Ann Marie and they act like it is a huge deal to go pull our truck around. Anyway, Ford had the car for almost 4 days. They never fixed a thing and I had to track our service advisor down every time because she was giving us no updates. We took the truck to Car Toys on Tuesday. After 30 minutes and $80 we walked away with the tailgate fixed. What a poor Service Department at Auto Nation Ford in Burleson. I would not ever recommend this place or this Service Advisor.

Kim Cordell May 24, 2018

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