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