AutoNation Ford Jacksonville - Service Center

Service department Complaints about repairs and policies semi-fixed (they paid half) after two live chats, an e-mail to Ford Motor Company, and several calls to both the Complaints about repairs and policies semi-fixed (they paid half) after two live chats, an e-mail to Ford Motor Company, and several calls to both the dealership and company customer service. More

Serice department people not compentent I bought my Ford Transit Truck from 2011 brand new from Mike shad (Former name for Currently called Auto Nation Ford). All my services was done throu I bought my Ford Transit Truck from 2011 brand new from Mike shad (Former name for Currently called Auto Nation Ford). All my services was done through Auto Nation Ford (or Mike Shad Ford from before). I am willing to pay top dollar for supposed "quality" services. My truck from beginning when it was under warranty, it shakes a lot. I repeatedly ask them(under warranty) to fix the shake, they always says that is normal when AC kicks on. But in winter right now, no AC kicking in, my truck still shakes. I am easy going and I have been living with Shaking truck for last 5 years. By now, my warranty is out. Then I just live with my shaking truck. I was working with Jim Lily which I never liked him for last 4 years. He always shows very impatient, short and look me down. Again, I tolerate it due to I want go to dealer ship for service. About 9 months (do not remember the exact date) I took my truck to have oil changed and I told Jim Lily that the oil sensor light is red and on. He needs to check to see what is wrong with the sensor. Jim Lily had me waited 3 hours in the customer waiting room for just an oil change. 3 hours later, they brought my truck out. Oil change done, but the red oil sensor light still on and red. I asked Jim to take truck back to turn the red oil sensor down. But not successful. Then Jim told me that my truck had to stay overnight for the sensor replacement. I was upset. I told Jim Lily that when I arrived 3 hours ago, I told you the oil sensor is out need check. If you know that the truck need stay overnight. I would call a rider and already back to work 3 hours ago. It is dis respectful my time to wait 3 hours later and my truck still need stay overnight. I asked for a manager, Renee (I hope the spelling is right) came out and apologies and says the truck is safe to drive and sensor I can fix it next time when I come to do oil change again. I left knowing the truck is safe, with the oil light on. On November 21, 2016, knowing parts may take some time to order ahead of time. I called first to make appointment. after I called more than 5 times try to make an appointment, but the phone keep hanging me up after I reach service. Finally, I have to leave a voice mail for somebody to call me back on November 21, 2016. About 20 minutes I left voice mail, Joe (a new person I never saw before) called and made appointment for me to come in November 22, 2016 at 9:30 AM. On the phone, I told them the list of things my truck needs: need 2 new tires, need replace that oil sensor, need oil change, my cooling liquid tank is empty, but my truck never over heat for the last 6 month and I want them to fix it. After I told Joe the list, he said that I need transmission oil and brake oil to be replaced. I did not hesitate and I signed a $900 some charge written approval for them to do the work. I asked him, for the cooling liquid missing, but no overheating, is that will be more money? He said he has to look at the truck first and let me know later. I was sitting in that waiting room and they had very nice man asked me if I wanted to take a ride to back to my work. I have been doing service for 5 years and this is first time I as offered a rider. Knowing my list is pretty long, I took the offer and ride with Auto Nation rider to my office yesterday morning. Hours later, Joe called me said that after I checked, they find a water pump is leak water and that is why even I do not see cooling liquid in my truck container, but all the cooling liquid still there and that is the reason my truck will not over heating without cooling liquid for last 6 months. He asked me to verbally authorize total for $1400 and some change to fix all the list I gave to them yesterday morning. I repeatedly asked Joe, are you sure that will fix the cooling liquid missing? Joe re-confirmed with me that $1400 something will fix all the things I requested yesterday morning. I never asked for any discount or questioned his price structure. I heard they charge me $99 or something for checking which I was ok with all the $1400 and some change charges. I was looking forward to getting my truck back today. But Around 11 am on November 23, 2016, I got a call from Joe and he said, we fixed the water pump. But today we found the radiator is leaking and it is another $700 to fix the cooling problem. I was not happy with they robbing me like this. I repeatedly asked Joe yesterday that after you diagnosed, is that all to fix the cooling system and he said yes with very confident. I told Joe, I do not want to pay that extra $700 to have the cooling system fixed. I want only $1400 something (yesterday’s 2nd quote after their technician charged me so much money for diagnose) and I want to make sure my car is not overheating or damaged by their technician. I brought the truck to them yesterday which my truck was driving last 6 month without cooling and without overheating. Now, Joe will not release my truck without my signature that says that I refuse to fix. I cannot sign that since my truck was not over heating when I brought the truck to them yesterday. I called complaint again and I am waiting for a call back from Renee. I have left a message with Renee and it has been 2 hours and I am still waiting for that call back. Right now is about 2 PM on November 23, 2016. More

Service was very good. I had a very good impression of the service department. I have been using their service department since 2008 when I purchase my 2008 Mustang GT. Mr I had a very good impression of the service department. I have been using their service department since 2008 when I purchase my 2008 Mustang GT. Mr. James Davis has been my service contact since day one and has always treated me with respect and handled all service and other problems promptly. More

The service office was efficient and friendly. Duane let me know they would take care of doing the servicing of oil change and lube and multi point inspection on my Ford Escape hybrid. I was so ple Duane let me know they would take care of doing the servicing of oil change and lube and multi point inspection on my Ford Escape hybrid. I was so pleased to have it checked out. More

From the moment they answered phone, I knew it wasn’t going to be good, (a knowledgeable person should answer and set appointments). I brought my Edge into Auto Nation Ford in Jacksonville for a diagnost going to be good, (a knowledgeable person should answer and set appointments). I brought my Edge into Auto Nation Ford in Jacksonville for a diagnostic. Service tech- Tom Summers; his approach was short and rushed, bad approach since I ended up spending $2K for a new water pump (VERY BAD design Edge “Architect”). Time frame quoted was delayed, once I got my car back items were missing from it, my phone/car charger and I guess the mechanic liked the smell of my perfume so that was missing also. I called Tom and he completely BLEW ME OFF, maybe it’s because I’m a women. AWFUL Customer Service! I knew I should have taken my car to BOZARD Ford, and next time I defiantly will. I am extremely dissatisfied with Auto Nation Ford of Jacksonville. More

Without an appointment, Brian Loeblein did not hesitate to help to setup the Sync System in our Ford Fusion so it will communicate with the iphone. He even registered us online which the dealership we pur to help to setup the Sync System in our Ford Fusion so it will communicate with the iphone. He even registered us online which the dealership we purchased the car from had not. Very courteous and helpful. Great customer service! More

I took my Ford Escape in for an oil change and Susan was my service associate. She was fabulous. Knew what she was talking about and ever so so friendly. SHE is why I would always come back to Mike Shad my service associate. She was fabulous. Knew what she was talking about and ever so so friendly. SHE is why I would always come back to Mike Shad Avenues to have all of my maintenance on my Ford done! Great job Susan. More

I came in to get new running boards put on my 2010 Explorer. I had a small time window of 1 1/2 hrs. As the time got close Tom said we are not going to get done in time let me get you a car to get you Explorer. I had a small time window of 1 1/2 hrs. As the time got close Tom said we are not going to get done in time let me get you a car to get you to your granddaughters swim class graduation. I was on the road in15minutes. I came back in 2 hours and my car was done. Tom actually ran to get me a ride to my important event with my family. Tom is to be commended for showing excellence and seeking to make the customer the happiest person in the room. I told Tom when you make a commercial I plan to be in it. I will be back Craig Culbreth Cculbreth@flbaptist.org More