AutoNation Ford Burleson

My experience has been terrible. My 1st visit was on January 11th to get some simple work done. Today is February 26th and I’m still going back and forth trying to get my truck fixe My 1st visit was on January 11th to get some simple work done. Today is February 26th and I’m still going back and forth trying to get my truck fixed correctly. Make no mistake, this isn’t difficult repairs like a transmission or engine. I’m trying to get everything addressed while still under warranty . Issues are: 1. Rattle coming from the dash 2. Back-up camera intermittently not working 3. Broken power seat mechanism. They replaced the camera and ordered a new track for the seat & I set up what I believed to have been an appointment to get it fixed. Not an appointment. My truck was on the lot for 2 to 3 days. After I got it back, the camera continued to fail and the seat heater didn’t work. I took the truck back, because they had done nothing to address the rattling, the camera wasn’t fixed, and the seat heater failing. The truck sat on the lot for a week and a half, and all they accomplished was to plug in the seat heater! In a week and a half!! James, the service manager, was courteous enough to get me into a rental during this time, but dropped the ball in confirming that a rental car actually existed, so they dropped me at Enterprise leaving me essentially stranded there, because they didn’t have a car for me to take! I had to wait an hour plus to see if they had a cancel or no show. Fortunately, they did, so as they closed they got me into a car. They finally put me into my truck with the actual tech doing work. I pointed out the noise and he said it was the mirror. This took all of 5 minutes to identify! I learned the frame around a Ford F-150 mirror rattles. So, they said they would check to see if it’s covered by the warranty and they had their guy look at the backup camera again, which still did not get fixed. Days later, I went by and asked what they found out about the mirror. They FORGOT TO CALL THE WARRANTY COMPANY!! This after weeks of me being frustrated, and they just blew it off. They called to see if it was covered, it’s not. So I asked if they called the extended Triton warranty. They did not. I’d made multiple people aware of it, but nobody had the proactive foresight to call them. They said they didn’t know about it. I told the service manager specifically that I had several warranty situations at the time. So I waited for 30-45 minutes while they called - the mirror replacement was, indeed, covered! So, this happened Monday or Tuesday of this week; they said they’d order the mirror. And, I was finally able to take the truck on Wednesday and show them the rear view mirror was not working. James, the service manager, literally looked surprised. Did he think I was lying to him?! So, he said he’d get a time when everything could be addressed and give me a call, that was Wednesday- today is Saturday and I’ve heard nothing at all. I will have to drive to the dealership and continue to drive the process to get this done. James was kind enough to cover the deductible, but I must say I believe it would be pretty bold to try and collect money from a customer at this point. I have spent more time and effort fighting with them to fix these issues than anybody on that lot has. Make no mistake, this company is not in the business of customer service and once these issues are resolved, I will never drive my truck back on their lot and will certainly never buy a vehicle from them. Update: March 9, 2022 They broke my windshield. After 2 months of fighting with them, they broke my windshield trying to replace a rear view mirror. These morons BROKE MY WINDSHIELD! How inept are these people?! I’ve tried to be professional and courteous in my approach to this and how I write this review, but I have no patience left. I took the day off after making arrangements with the general manager, Paul Solomon, to babysit the process and make sure it got done. An hour and a half in, I’m looking at my mirror with a piece of my windshield still attached! And oh, by the way, the solution to the backup mirror? Just replace it… again! I love my Ford truck, but I’m wishing I’d bought a Titan now! More

It is always a pleasant experience when going to purchase a vehicle or get one serviced. The people are super nice, attentive, and knowledgeable there. a vehicle or get one serviced. The people are super nice, attentive, and knowledgeable there. More

Had appointment for 8:30 AM for oil change, checked with them after 2 hours, hadn’t even started, said it would be another hour!! Spoke with Service Mgr., he said they were short handed & would be ready in them after 2 hours, hadn’t even started, said it would be another hour!! Spoke with Service Mgr., he said they were short handed & would be ready in 20 minutes! Total time was 3 1/2 hours for oil change and that was with an appointment!! Won’t be purchasing the service contract again!! More

Had 2,appointments to get my oil changed , sat and Tuesday, 2,hour wait each time, was told no more than hour and a half, no communication whatsoever, will not go back Tuesday, 2,hour wait each time, was told no more than hour and a half, no communication whatsoever, will not go back More

Unorganized, poor customer service, 2 in a half hours for an oil change is ridiculous. an oil change is ridiculous. More

When you make an appointment and you tell them exactly what you want done only to find the "free" service is all that was taken care of extremely frustrating. Then when you call and no one calls you back, what you want done only to find the "free" service is all that was taken care of extremely frustrating. Then when you call and no one calls you back, very irritating. Only good thing is after I finally got through to someone Fernando was able to take care of everything and did a good job. I won't go back. I wasted my money paying for "free" oil changes. More

Very disappointed 😔 with service, updates on when the truck would be ready and the expedience of the service. Was told it would only take 3hours to service but took seven hours to complete. I had to call truck would be ready and the expedience of the service. Was told it would only take 3hours to service but took seven hours to complete. I had to call to ask when it was going to be ready, never received a call to understand status. This dealership was not like this in the past but has really gone down recently. Sad! More

My experience with the service dept. is good… but trying to get an appointment, as recommended, sucks! I absolutely despise talking to a remote site to deal with anything because no one answer the call or r to get an appointment, as recommended, sucks! I absolutely despise talking to a remote site to deal with anything because no one answer the call or returns my call, EVER!!! More

The service department at Autonation Ford Burleson is very good. Service advisors Christian Asbury and Fernando Cano are very helpful and communication is a strongpoint for each. very good. Service advisors Christian Asbury and Fernando Cano are very helpful and communication is a strongpoint for each. More

Dealership took care of the issue. I was informed of completion date in a timely manner... I was informed of completion date in a timely manner... More