AutoNation Ford Burleson

Communication is severely lacking. Vehicle wasn’t even started on by the day it was promised to be ready. It wasn’t Destinee’s fault, as she was out sick with covid. None one picked up Vehicle wasn’t even started on by the day it was promised to be ready. It wasn’t Destinee’s fault, as she was out sick with covid. None one picked up her clients. No one answered the phone so we had drive to the location to ask about our car. Every person we spoke to threw Destinee under the bus. Saying she never set up text communication, but once it was set up, I had to hound Fernando to get answers and even then, his answers were “maybe” or “possibly” when asked if my vehicle would be ready that day. Completely indirect. We were from out of state, in town for my brother’s funeral and did not need the extra stress your incompetent workers gave because they couldn’t give a straight answer. We told every person we spoke to our situation and still had to repeat it every time we spoke to anyone, even the people we had spoke to before. When I finally spoke to a manager, all he did was blame it on the fact that Destinee is “new” and said she didn’t know what she was doing. As a supervisor, he took no responsibility and barely apologized. Basically said it sucks to be you. We had to pay for rental car and a hotel for longer than we planned and had to do it on the fly because Fernando could never give a day or time of when our vehicle would be ready. Fernando said the person working on the car before us had ran into problems and it was taking longer than expected, yet the manager told us that Destinee didn’t take into consideration that the gaskets weren’t going to be in until Wednesday, which is when our car was supposed to be ready. If Destinee was out sick, why wasn’t anyone looking after her customers? Why do we have to wait 2 days for gaskets to be shipped when I’ve been told you can pick them up from another dealership? Even if that wasn’t possible, why is the fastest you can have something shipped from Ford, 2 days? I have a hard time believing that. I’m positive if we hadn’t gone over to check on our vehicle that Wednesday, it wouldn’t have even been started until Monday. I’ve worked in customer service my entire life and I have never had such terrible service. Most times when things like this happen, something is done to try and right the wrong. All that was done here is blame it on someone else and give half hearted apologies. More

Kipp is the best Service Tech at this location. He kept me informed as my vehicle progressed thru it’s repair. I can’t say enough about him. The service dept has had to do a few repairs on my 2009 He kept me informed as my vehicle progressed thru it’s repair. I can’t say enough about him. The service dept has had to do a few repairs on my 2009 vehicle lately and I always feel as though the right repairs are done and nothing extra tacked on. More

I had scheduled an appointment for 1:00 pm to get the oil changed in my truck. I arrived about 15 minutes early and was checked in. But by 2:30 I had not heard anything from the service rep. When I look outs changed in my truck. I arrived about 15 minutes early and was checked in. But by 2:30 I had not heard anything from the service rep. When I look outside I realized they had not gotten my truck into be serviced yet. Although I had over heard the conversations with two other customers that had come in after me about getting their oil changed both of them had already gotten their vehicles serviced and were gone. One lady who came in stated that she had an appointment for 2:00 to get her oil changed and was gone before that time. When I began to try and find out why my truck had not yet been serviced I got no straight answer from the service rep that had checked me in. I then went looking for the general manager who I was told was not in that day but they went and brought out a red headed gentleman that I was told later was the director. I was then told that they had scheduled the 90,000 mile inspection without even having spoken to me about it. Through this conversation the service rep kept telling me that the appointment was just to see him and not a time to get my oil changed. The director kept asking me how I knew that others had come with later appointments and had their vehicles serviced and were gone because I had no way of knowing what time their appointments were for. I finally got my truck out at just after 3:30 pm. With the untruths and the runaround that I received on this visit without ANY sincere apology whatsoever I cannot recommend this service department. I will say that I had used them before and was well pleased with the previous service. I do feel that they do have service reps who know how to treat customers. I But with the treatment I received this time was not acceptable. More

Great service, they kept us in the loop in repairs and made it very easy and fast! made it very easy and fast! More

I got a recall on my new truck. Letter said call ahead to schedule service time and check parts are available. They gave me options on time and date. After 2 hours said sorry no par Letter said call ahead to schedule service time and check parts are available. They gave me options on time and date. After 2 hours said sorry no parts for recall. Will have to come back. Should have informed me up front no parts. Do not buy your vehicle from this place. Run worst service I’ve ever experienced. More

I went to get my oil changed. When through I paid and left. Halfway back to my house, 10 minutes after leaving the dealership, I received a text for additional work and a picture When through I paid and left. Halfway back to my house, 10 minutes after leaving the dealership, I received a text for additional work and a picture of my air filter. Had someone walked into the waiting room and told me that it needed changing, rather than a text that I received after leaving the dealership, I would have authorized its' change. Especially since that affects the breathing and gas mileage. That needs to be addressed. I got there at 7 a.m., so lots of time to get it done. Donald L. Nelson (817) 874-7870 More

Matt always makes sure I’m very well taken care of. Especially when things dong as planned. Especially when things dong as planned. More

Customer services was great. The appointment was booked at a time that worked for me. The process and truck needs explained. I love having a Dealership near me that knows my n The appointment was booked at a time that worked for me. The process and truck needs explained. I love having a Dealership near me that knows my name and the needs of my Truck. Awesome experience. More

The buying process I felt was a trouble and worry free process. The shop is another story. They had my truck almost a month. Got it back and now not even 2 weeks later it’s already having the same issue! process. The shop is another story. They had my truck almost a month. Got it back and now not even 2 weeks later it’s already having the same issue! More

Awesome customer service skills. Kept me up to date with issues going on with my truck. They sent me pictures through text and worked with me by providing a Veteran discount. Kept me up to date with issues going on with my truck. They sent me pictures through text and worked with me by providing a Veteran discount. More