AutoNation Ford Bellevue - Service Center

I have an F150 with 30,000 miles. top end had to be rebuilt. Communication was horrible and it took almost 2 months. top end had to be rebuilt. Communication was horrible and it took almost 2 months. More

This dealership and its staff were incredibly difficult to communicate with and get straight answers from. I get it— there are delays on parts across the board and in every industry. I understood I had to to communicate with and get straight answers from. I get it— there are delays on parts across the board and in every industry. I understood I had to wait for things to arrive at the dealership and for my turn in line before I could expect the work to be done. I had to advocate relentlessly for them to work with me on providing/paying for a loaner car. After being told I’d be contacted the next day, I left 3 voicemails at this dealership inquiring about an update on the rental. Because these voicemails were not returned within the week I had left them, I went up there in person seeking answers. My mechanic was irritated I came in and greeted me with “What are you doing here?” This was terribly rude and off putting. I reminded him he told me over a week ago he’d told me he’d get back to me the ‘next day.’ He then said he hadn’t had a car or an update. I don’t have a problem with this; simply call and say so. This whole interaction could have been avoided if he’d returned one of the 3 voicemails I had left asking for him to return a call. I did finally get a loaner car (after about a month of waiting and $1000 out of pocket spending on a rental of my own.) Once at the dealership, I was told my car would be done ‘some time next week’ for over 4months straight. I literally contacted this dealership 6-8 times and was told it would be ready within the week. I had taken off days of work in anticipation of picking up my car after being told it would be ready to go. Turns out nobody had even opened the hood when I was given these completion dates. When they finally did I was then told I needed to drop another $1000 on part of the engine that wasn’t covered under the recall. This was calculated to take another 5 days. I specifically asked if the shifter cable bushing (one of the 2 recalls) would be completed as well. Mechanic assured me this was being taken care of and that’s why they needed a few more days with my car. Fast forward 3 weeks and I finally am contacted and told that my car is done. Great. They even offer to drop off and exchange it for the loaner. Within 2 days I am being asked for payment. An invoice was dropped off when my car was dropped off. I don’t see anything in the invoice regarding the shifter cable. They had entirely forgotten to do it. It was agreed upon that this would be taken care of alongside the engine replacement so I wouldn’t have to deal with bringing the car back and forth again to the dealership. Being badgered for payment after 2 days (invoices typically are given a 30 day window) when service hasn’t even been completed and after having so many delays on their end was almost comical. My overall assessment of this establishment is that it is understaffed and stretched too thin to offer any type of quality customer service. There was no sense of urgency to get my car done in any sort of timely manner. I was repeatedly misinformed on the reality of the time line and completion date. I’m sure my car was pushed to the back burner in favor of paying customers. They don’t return phone calls and 2 in person visits were required of me to simply speak to staff and have questions answered. More