AutoNation Ford Sanford - Service Center

There's very few times where you meet someone that consistently goes above and beyond. John Erber in the service department is one of those people. There's never been a time that I've been there where consistently goes above and beyond. John Erber in the service department is one of those people. There's never been a time that I've been there where he hasn't taken extreme care, making sure that I stay informed of progress, and knowing the details of all issues. Thank you so much!! 10/10 recommend. More

AutoNation Ford Sanford – DO NOT LET THEM SERVICE YOUR FORD TRUCK-TERRIBLE SERVICE! I will start from the beginning. Approximately 1 month ago, I made an appointment with Chase Coonradt at AutoNation Fo FORD TRUCK-TERRIBLE SERVICE! I will start from the beginning. Approximately 1 month ago, I made an appointment with Chase Coonradt at AutoNation Ford in Sanford to service my 2019 Ford F250 diesel truck. The appointment was for 4/14/21 @ 7AM. I told him I wanted the following things fixed, in this particular order and I wanted them to be completed in 1 day. I made the appointment a month in advance, so that they had ample opportunity to order the necessary parts. Here are the issues in order of importance. 1. Death Wobble – Needs a new steering dampener. There is a recall, and this is a safety issue. 2. Back Up Camera is foggy and unclear. This is a common problem. 3. Oil Change 4. Rotate the tires. I arrived at their shop at 6:45AM, so I was the first person in line. When the doors opened at 7AM, I dropped off my truck and went to work after confirming the scope of work. At 3;49PM I received a text my truck is all set and ready to be picked up. I called AutoNation Ford Service Advisor (Chase Coonradt) and asked what was completed. He responded the oil was changed and the tires were rotated. That’s it! They did not have the steering dampener to fix the death wobble recall and had not fixed the foggy back up camera. I immediately drove to AutoNation Ford Sanford to pick up my truck at 4:26PM. Upon arrival I found out they had also re-programmed the Powertrain Control Module (PCM) without my permission or authorization to do this. Upon getting in my truck and driving back to work, I found the truck was running very poorly, with extraordinarily little power and now the Check Engine Light and other indicators are now illuminated on my dashboard. To add insult to injury, it does not appear the oil was changed. I make this statement because the oil life indicator shows that there is only 48% of the oil life remaining and the oil change sticker from Tires Plus (my normal oil change guy) is still on my windshield. At best the technicians at AutoNation Ford Sanford are careless and did not reset the oil change indicator. At worst, they may have not changed my oil even though they said they did. Who knows? At this point, I’m not even sure they rotated my tires. Tomorrow I will have my local Independent mechanic fix all the problems that AutoNation Sanford created. This local independent mechanic has been serving my trucks for over 10 years and we have never had an issue. In the future, I will pay to have a qualified mechanic fix my trucks even if they are still covered under the manufacturer’s warranty. Just so I am clear this is not a rant against Ford trucks. I have a fleet of 10 service trucks, 9 of which are Ford. I can drive any truck I want and choose to drive a Ford. My complaint is the extremely poor service provided by AutoNation Ford Sanford. Ford Corporate should revoke their franchise! In conclusion AutoNation Sanford had my truck for an entire day and made it run poorly with their unauthorized re-programing and did not perform any of the requested services that I can verify. I guess I should thank AutoNation Ford Sanford for teaching me a lesson. That lesson is I should use a local independent mechanic and never trust the dealer. More

Took four hours to change my oil and ask a question about the USB port. When I finally inquired about where my car was the other service team members took awhile to find it, my service member was no where to the USB port. When I finally inquired about where my car was the other service team members took awhile to find it, my service member was no where to be found. When I asked what took so long to change the oil the answer was that they didn't know. Even though I have pre-paid oil changes with this dealership I will never be returning to this dealership again. All in all the service department did not apologize for bad customer service. My advice, take your car to another ford dealer. 02/16/2021. More

Took 4 visits to handle an obvious/well known carpet mold concern in my 2019 Raptor after an common AC drain issue. Including completely declining to fix the warranty issue during the 2nd visit, while trying concern in my 2019 Raptor after an common AC drain issue. Including completely declining to fix the warranty issue during the 2nd visit, while trying to sell me air filters instead. Then delivered it back to me with black, green and yellow mold spores literally still growing. They then laid brand new carpet on top of those visible mold spores on the 3rd visit, without even disturbing them.  It also took 3 of those same visits to even admit that my ongoing suspension issue definitely was not normal. Finally did something about it, but didn't tell me why (even when I asked directly), only to have the truck act up again immediately and basically blame me without any real proof or help in the matter at this point.  Management then avoids and ignores phone calls and emails, and hides from you in person, even if you show extreme patience and respect while being beyond frustrated. In fact the Service Directors direct line doesn't even have a way to leave a voicemail when transfered to or called directly.  While picking up my truck 2 weeks ago I was given reassurances from the Service Lane Manager that we were on the same page and that I would get a call once discussed with the manager (never happened).  I called 4 days later to check up with the service writer, who informed me they had been discussing my issue.  (received no call back) Had a generic call from the customer service rep the next day about my visit, at which point I said I was waiting on a call back. She said she would send them a note. (received no call back)  Waited a full week to call them again, was told by a surprised service writer that I hadn't heard anything.  (received no call back)  Called 2 days later, annoyed at this point. Nobody picks up, bounced back to phone menu twice. Call back again, service writer tells me they had just talked to the manager after seeing my call, tells me to hold while transferring me to him, once again get a voicemail system that doesn't work (literally doesn't let you leave a message, then hangs up). Call back, get someone else who doesn't even answer the phone as if it's a business, tells me the manager isn't in when I asked to be transferred, then tells me well I haven't seen him when I inform them that I was just told he was and transferred to him. Sent back to the service writer who doesn't pick up.  (received no call back)  Try again several hours later, young kid picks up, tells me manager is eating lunch, and that he will call me back, even after I stress that I've been waiting 2 weeks for a phone call.  (received no call back)  Overall, I've experienced a concerted effort to completely blow me off at this point, including phone transfer games, lies, and even just flat out not answering the phone while seeing my number come up (proven with another phone, not hearsay). I've been made to feel as if I'm the real problem, instead of the complete incompetence of the service department I've relied upon to resolve consistent and blatantly obvious issues with my $70k 1 year old truck. Took them at their word, and have been let down every time.  If you like dealing with management (from the top down) that doesn't own up to their own employees repeated mistakes, or holds them accountable even in the slightest, then this is definitely your local Ford dealership of choice. Autonation should be very proud of this entity! More

Brought my 2005 Mercury Grand Marquis in for a head light recall, because the head lights stopped working. Otherwise the car was in good working order. Well they fixed the head lights, but now my AC does not recall, because the head lights stopped working. Otherwise the car was in good working order. Well they fixed the head lights, but now my AC does not work and only blows hot. They said they didn’t do anything to my AC, and I’d have to spend upwards of $800 to fix it. I can’t believe this, they blamed a “low” battery for the issue. But my battery was fine when I brought it in, and it has no issues starting. I guess giving you your car back the way they received it is not on their priority list. The service guys just shrugged me off. More