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Recent Reviews from AutoNation Ford Burleson

Dissatisfied Customer I arrived at 8:46 for a 9:00 service appointment on 8/30/23, for my son’s vehicle for general service (oil change, tires rotated). I was immediately greeted and had some minor questions answered about an additional opportunity which was very helpful. Appeared to be a great visit with great service, or so I thought. At the hour and half mark I inquired about an estimate of work and how much longer it might be in order to schedule a few more errands for the day. I was told that it wouldn’t be much longer but that both air filters needed to be replaced (I assumed under the hood and in-cabin) so it may take a few more moments. No worries I thought, they are just being through. After an additional hour wait I went to inquire again and was told “I will go and find out what the hold up is” by the service associate who I had been in contact with the entire morning. I never saw him again. At 12:30 I was greeted by another man who’s name I do not remember, explaining what had happened; the keys to the vehicle had been misplaced and were just found and the “truck was sitting with the other recall vehicles” in the back corner of the lot and had never be in a service bay. I elected to go get the vehicle myself and leave, as by this point I was pretty heated and did not want to say something inappropriate. The gentleman obliged, showed me where it was parked. I have since collected my thoughts and attempted to call to speak with someone to resolve the situation, but have been met with an endless string of phone transfers to voicemails. Mistakes happen, totally understandable, but the sheer lack of integrity and bold face lies is far beyond unacceptable. I personally would not trust the service department nor any others at this point due to the lack of communication, resolution, nor respect and responsibility. The gentleman who brought me the keys was at no fault, he tried to de-escalate the situation, I commend him for that, but by that point I felt the need to remove myself to avoid confrontation or causing a scene. At this point I honestly only want an apology and explanation and some information on what other locations I might be able to visit to have the service provided in accordance with the package included in the vehicle purchase.

Aaron Bentley Aug 30, 2023

Dissatisfied Customer I arrived at 8:46 for a 9:00 service appointment for our son’s vehicle for general service (oil change, tires rotated). I was immediately greeted and had some minor questions answered about an additional opportunity which was very helpful. Appeared to be a great visit with great service, or so I thought. At the hour and half mark I inquired about an estimate of work and how much longer it might be in order to schedule a few more errands for the day. I was told that it wouldn’t be much longer but that both air filters needed to be replaced (I assumed under the hood and in-cabin) so it may take a few more moments. No worries I thought, they are just being through. After an additional hour wait I went to inquire again and was told “I will go and find out what the hold up is” by the service associate I had been dealing with all morning. I never saw him again. At 12:30 I was greeted by another man who’s name I do not remember, explaining what had happened; the keys to the vehicle had been misplaced and were just found and “the truck was sitting with the other recall vehicles” in the back corner of the lot and had never be in a service bay. I elected to go get the vehicle myself and leave, as by this time I was pretty heated and did not want to say something inappropriate. The gentleman obliged, showed me where it was parked. I have since collected my thoughts and attempted to call to speak with someone to resolve the situation, but have been met with an endless string of phone transfers to voicemails that I’m sure to will be ignored. Mistakes happen, totally understandable, but the sheer lack of integrity and bold face lies is far beyond unacceptable. I personally would not trust the service department nor any others at this point due to the lack of communication, resolution, nor respect and responsibility. The gentleman who brought me the keys was at no fault, he tried to de-escalate the situation, I commend him for that, but by that time I felt the need to remove myself to avoid confrontation or causing a scene. At this point, I honestly only want an apology and explanation and some information on what other locations I might be able to visit to have the service provided in accordance with the package included in the vehicle purchase. I can only guess that this simple decency is too much trouble for anyone there to fulfill.

Aaron Lee Bentley Aug 30, 2023

Misleading Charges and Disappointing Service Experience at AutoNation I recently had a terrible experience at AutoNation while purchasing a preowned Honda Pilot 2018, which I traded in my Chevy Suburban 2016 for. From the moment I test drove the car, it was evident that there were numerous issues that needed attention. I approached the salesperson and specifically requested them to address the brake problem and the scratches on the front windshield. I also noticed that the car's interior was far from clean, so I asked for a full detail. Unfortunately, the salesperson assured me that all these issues would be taken care of, and I trusted their word. They promised to have everything fixed and ready for me to pick up the next day. However, when I went to pick up the car, I was met with nothing but disappointment. The brake problem had not been resolved, making it a dangerous driving experience. The windshield still had scratches, and the interior was not thoroughly cleaned as promised. To add insult to injury, I discovered an extra charge of $7000 on the paperwork without any explanation or prior notice. I had signed the papers in good faith, believing in the reputation of AutoNation, but I felt betrayed by the lack of transparency. Upon confronting the salesperson, they insisted that everything had been fixed and offered no explanation for the additional charge. Feeling frustrated and deceived, I refused to take the car home that day. To their credit, they took the car back to address the issues and provided me with a loaner vehicle. However, even after this second attempt to fix the car, I found that the problems persisted when I eventually took it home. I cannot emphasize enough how disappointed I am with the dishonesty and poor customer service I experienced at AutoNation. I wanted nothing more than a reliable car and a fair transaction, but instead, I was met with false promises and financial surprises. I urge anyone considering doing business with AutoNation to exercise caution and be wary of the promises made by their salespeople. My experience serves as a cautionary tale, and I sincerely hope that sharing it will help others avoid falling victim to the same misrepresentation. In conclusion, AutoNation's lack of integrity and failure to deliver on their promises have left me with a car that still has significant issues and an unjustified financial burden. My trust in their name was shattered, and I hope they take this review as an opportunity to improve their practices and prioritize honesty and customer satisfaction.

Willy Russell Jul 22, 2023

I was sold a 2015 Ford Focus that had a known issue with the TCM, I was not made aware of it. I mentioned to my salesman when he called me about a week after the sale to check and see how the car was doing that I noticed the car stuttering when shifting. He said that was normal since it was a 4 cylinder for it to feel like that. I was optimistic that maybe this was the case but unfortunately it was not. I noticed the car started shifting harder until one day the rpm revved up very high and the check engine light came on. I had to drive very slow to get to work and then realized later I could not put the car in reverse. When I went to the dealer with the code the service advisor told me the car showed they told me that the part that went bad was covered under a warranty. The service advisor I worked with was very nice and helped me out. I was lucky and the part wasn't on backorder and was fixed about a week later. The thing that upsets me is that Ford is still able to sell these cars knowing it is a faulty part and could cause you to crash if the transmission locks up unexpectedly. It isn't right and all of these vehicles should be pulled. After researching this I found out the TCM will probably go bad again. My car doesn't even have 100k miles on it so hopefully I will be able to find something to trade it in for before the warranty on this part expires. Another thing I would like to mention is there is no one to help you in the service area when you get there. I went 3 times and had to stand around until I finally just went to the stalls where the advisors sit to see if I could get help. I had to deal with a salesman trying to sell me a car even after telling him I was there for repairs on a car I had just got a few months ago. He still insisted on giving me his business card. Why would I buy a car at a place that basically sold me car that they had been sued over and even up until 2017 had to buy the cars back from owners due to TCM failures?

Stephanie Chavira May 2, 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. 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

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