AutoNation Ford Katy - Service Center

Terrible time at body shop! Ok. So I was involved in an accident on July 14th, 2015 and the truck had to be towed in because my radiators were busted. So in goes the truck, I rec Ok. So I was involved in an accident on July 14th, 2015 and the truck had to be towed in because my radiators were busted. So in goes the truck, I receive an estimate saying it would be approximately 20 days working on the truck. On July 27th, insurance gave them to go-ahead to begin working on the truck. However, before that, they told me they would go ahead and tear down the damaged areas so once insurance gave them approval to work on the truck, they could get started immediately. On July 18th (I believe) they told us they just started tearing down the truck, which they told us they would do in the time before insurance approval. Also, because they had to deal with losses of staff in the bodyshop, calling the employee who was in charge of dealing with my truck was almost impossible to get on the phone, so I would visit the bodyshop almost daily just so I could force them to have to give me a status update (thankfully the bodyshop is on my way home so it wasn't too big of a hassle to drop by). It gets worse. On two or three different occasions we were told the truck would be ready. The first time, they found the track bar had to be replaced because it was bent, and I understand the importance of this suspension item so I let it slide and understood. The second time I went, everything was done except for one of my headlights (aftermarket headlights). Because the headlight had not been completed, I did not want to pick it up because I did not want to have to drop my truck off on my own time. It also took them three visits and friendly but firm reminders to fix some minor scratches on the door which had not been there before the bodyshop. They did get it fixed and it looked good, so I was pleased with that. And I visit yesterday, SEPTEMBER 8, 2015 to get another progress update on my truck. What I found horrified me. On my BRAND NEW front bumper, there were two nickel–quarter scratch/dents (better description would be a crater) in it and it was obvious they tried to cover it up with touch-up and hope I didn't notice; however, not only did they use the wrong color touch-up paint, they used the wrong color touch up paint on a dent which they made no attempt to fix the dent itself, so even if they had used the right color paint, it would still be obvious. So Christina orders them to take the truck around back. I saw the truck come back from being in the back of the shop. He (Marco) was speeding in REVERSE IN A SMALL PARKING LOT IN AN F250!!!!!! He whips it around the turn, pulls in front of the entrance to the bodyshop, leaves it running with the door open for 5 minutes with no supervision!!! Then he hops back in, whips around the turn and chirps the tires and proceeds to push it harder as he goes back to the back of the shop WHILE I WAS THERE!!!!! I was so mad I was shaking! If that happened while I was there, I don't want to imagine what they did with it while I wasn't there! I spoke with Rich, the manager, and he was furious and he personally apologized for the incident and for the touchup paint issue. He personally scolded Marco for his actions behind the wheel of my truck. However, I will admit they products they use and the shine they put on the truck made it look amazing. In all: -virtually impossible to access Christina except in person -20 day repair turned into two months and I still don't have my truck back (July 14th–September 9th) -Personally watched my truck be recklessly driven in a parking lot -Attempted coverup of major mistake (dent in bumper) didn't even use right color paint!!!!!! While the work they do has looked nice so far, customer service is horrible and have caused me many headaches. More

Worst dealership ever I have had recalls and repairs done to my vehicle at Legacy Ford that have been excellent. This experience of lack of communication was the worst. I c I have had recalls and repairs done to my vehicle at Legacy Ford that have been excellent. This experience of lack of communication was the worst. I called monday to check on the status of the vehicle and I had to call back Tuesday. My service guy had lack of communication with the technician and quoted a part incorrectly. I asked for a manager to call me and left a message that was never returned. BesIdes all this I couldnt get a rental from anyone (my extended warranty or ford) since this was a recall. Its awful because recalls are not my fault. I purchased my vehicle from Autonation. I am taking it to legacy ford to repair the part (side mirror). I hope to never have to come back to this dealership again. More

Katy Ford Collision - Absolute worst experience EVER!!!!! Where do I start? I guess the beginning of the year, that's how long AutoNation Ford Collision in Katy Texas has had my car. Jan-May 2015. One delay a Where do I start? I guess the beginning of the year, that's how long AutoNation Ford Collision in Katy Texas has had my car. Jan-May 2015. One delay after the other. And it's never their fault, Always a vendor not shipping, delayed shipping, wrong parts shipped, etc.! Gave me a rental after several months, however after 41 days of rental and no solution to my car being fixed, Rich (collision mgr.) cancelled my rental even though the car was still not fixed. Nice customer service Rich! Rich is the wolf in sheep's clothing sporting the Movado watch, so you can identify him. Finally, in May they said the car was ready. We take it home and the next day going to work it overheats. Had to have it towed back to the dealer. We also notice a vibration in the car. The overheating problem was fixed. Seems they forgot to hook up the electrical power to the radiator fan. Then they tell me the vibration (which was not felt before the wreck) is indicative of a supercharged engine tearing up the driveshaft, rear end gears, and axle all at once! I called the Ford performance shop where we had the supercharger installed and they said no way would this happen. Same rear end and drive shaft that is in the supercharged Cobra's. After ins. and myself paid them over $17,500, they wanted another 4k. And since the Ford technician said it was not accident related, my insurance declined the supplement. So I get to pay it now. So, I took the car and got another opinion, and they said they could fix for 1200, about 1/4 the costs AutoNation Ford was wanting to charge ($4000) me. The driveshaft needs replaced due to the wreck, not the rear end and axle. I guess AutoNation Ford was trying to recoup some of that rental expense. WARNING: stay clear of this place. Worst experience EVER with a car dealer. That's AutoNation Ford Collision in Katy, Texas off of I-10 hwy between Westgreen and Fry road. More

Service department is horrible I have been to the service department three times this year and each time has been it continues to get worse. There is no attention to details, if you I have been to the service department three times this year and each time has been it continues to get worse. There is no attention to details, if you have after market additions they will not work on them (even if they originally installed them). It doesn't pay to make an appointment as they just put you in a que and your vehicle is serviced when it comes up. The service coordinators are not helpful or knowledgeable about the vehicles. Very poor experience. Will not be going back More

RIP OFF! Took my 2012 F-150 to Katy Ford to have corroded Battery terminal connector replaced due to original battery had bad cell and caused corrosion. They Took my 2012 F-150 to Katy Ford to have corroded Battery terminal connector replaced due to original battery had bad cell and caused corrosion. They replaced the entire cable assembly, which was still in working order instead of the connector. Charged me $1115.41 to replace a $7.00 item!!!!! (Replaced similar item on my Toyota at AutoZone for $7.00!) When I asked for the replaced part they took off the vehicle so that I could check for defect, they were unable to produce it! WOULD NOT TAKE ANY VEHICLE TO THIS DEALER FOR REPAIR!. More

Tom was a great help in service department. I needed to have some work done and needed an appointment and i was able to come on the day i needed to come in and it was done in a reasonable amount of time an have some work done and needed an appointment and i was able to come on the day i needed to come in and it was done in a reasonable amount of time and it ended up being covered under warranty and had to pay nothing out of my own pocket. More

Everytime I visit I don't Autonation Ford Katy to service my Ford vehicles I always deal with David Robinson. My family and I service our vehicles there over the past years and David Robinson is alwa service my Ford vehicles I always deal with David Robinson. My family and I service our vehicles there over the past years and David Robinson is always taken great care of us. More

Everything went well the first time I visited and even the second. I recommend David to be the service guy to help. He is nice and easy. the second. I recommend David to be the service guy to help. He is nice and easy. More

AutoNation Ford of Katy Texas Service Department - is HORRIBLE! BEWARE!!! I took my Ford Edge (bought at this location) for a Friday 01/10/2013 0700 appointment. I left the car at 0707 (per their syst HORRIBLE! BEWARE!!! I took my Ford Edge (bought at this location) for a Friday 01/10/2013 0700 appointment. I left the car at 0707 (per their system), and waited for the van ride that was not scheduled to leave until 0730. Ford's "Promise date" for the car in their computer system was 1500 Friday 01/10/2013, but I was told it might be later to be "checked" (not repaired) since they were busy. I was told I would be kept informed by my assigned “Service Advisor” Sean Rogers, who gave me all of this information. I was never called or updated - and I had to call 8 times on Friday late afternoon via different phone numbers, through the Ford Dealer Main Operator, in order to get anyone to pick up; at 1730 Friday I was told that my car had not been checked yet. Options offered by Sean were to leave it until Monday; or bring it back 0700 Monday and supposedly keep the ticket open so I would not lose my slot in queue, Or (after some push back by me) I could - at special agreement with the "Manager" - leave it and it would be first in line for the next day/Saturday morning. I chose to be first in line Saturday - a big loss for me with no car - but bigger mistake with this Ford Service center. Again, Saturday mid-day rolled around with no update or call. I made 3 calls to them - no one answered. Their operator was "closed" and the place was not “normal business hours” (Sat/1300). So I got a ride there and - guess what? The place was open, with 6 Service Advisors and a Manager sitting in the booths. The gent that offered to help me (since Sean was no working) said their data system stated my car was on an "Authorization Hold". He helped find out more by going back to the shop and talk to the mechanic about it. I told him if the car was not being completed today - I needed it back, after leaving it with them for 30 hours. 30 minutes later - my car comes. They had not even looked at it. They took a quick look at that time only to tell me it was something “complicated – and not a quick fix”. In speaking with the "Service Manager" (Trent?) I helped him by filling in the little missing details around his vague explanation on the process, as he stated "well, Sean should have told you on Friday/0700 that the car would not be seen until MONDAY" (!) I reminded them what I was told, that no calls were made to me yesterday, promises were made to be seen first thing Saturday morning, and their own system listed me as "Authorization Hold". They seemed to be grasping at straws to explain all of this as if I knew too much. All of this is bad enough. But this runaround is the second time to occur to me in the past 1.5 years with this same car at Katy Ford! I thought the change from Champion Ford to AutoNation Ford might have improved their program. Not the case from my experiences – it was the same Manager I dealt with last time. They did the very same thing to me before – so – if you have a choice, consider all of your options. My thoughts are that they might be playing games since they are very busy, short on service techs (told to me when I made my appointment), and their system – well – if I understand their quality control processes – I think they are playing games to ensure that long service appointments or missed obligations are negated by offhanded key-strokes marking a job like mine as a “Authorization Hold” when it is really not. This would not show as a negative in Ford’s Quality Assurance program. Just a guess (yes, that is something I do for work). This is the smarmy impression I have from my experience. Now – I just need to fix the car. Then I need to decide whether I’ll ever buy a Ford again. You know I’ll never step foot in AutoNation Ford of Katy Texas – again. From their website : 100% Customer Service Commitment Our Dealership is focused on one thing only…Your Complete Satisfaction. We are here to help you, and our Service Team is dedicated to Outstanding Customer Service! More

Service experience was good. I can't complain about this dealership when comparing to other places I've taken my Mustang. They always service my vehicles right and I've never had an issue. I am usually this dealership when comparing to other places I've taken my Mustang. They always service my vehicles right and I've never had an issue. I am usually not there long for an oil change even though they get quite busy. Professional and layed back atmosphere. More