AutoNation Ford Jacksonville

9 minutes ago NEW My name is Bob Reeves, Kimberly’s life partner/boyfriend. When we realized she needed a new vehicle I looked and found her Ford Escape in your lot and steered her toward purchasing it life partner/boyfriend. When we realized she needed a new vehicle I looked and found her Ford Escape in your lot and steered her toward purchasing it. When we bought the vehicle we purchased the Ford warranty. Mrs Fleeman at the time explained it to us as “bumper to bumper” and if ANYTHING went wrong with the car it would be covered. Great, we’ll take that. Well about a month after driving the vehicle the odometer went out. We reached out to Stephanie who informed us that the paperwork For the warranty had not gone through. Due to Covid issues at the time we understood and presumed and told this would get handled quickly. Fast forward to five months later and it still was not “in the system”. I called Ford warranty directly and it had been taken care of that day. While on the phone with them I asked about the odometer. She (Hope Chibundu 1-866-631-3788 extension 79, 389) looked and said after initially saying no that yes, it was covered under the electrical section. However while I was on the phone with them, Stephanie was saying that it was not because it was a different piece. After finding out the piece was $800 and knowing it had to be replaced I offered to just split the parts and labor with them and they accepted. After telling you this story I want to also say Stephanie was great through this process, but could only do what the system said, which I understand. However what I do not understand is how we were sold a warranty “bumper to bumper” and how after speaking with the warranty department (again after well over 5 months of waiting) with them saying yes, this is covered, why we had to pay anything out of pocket. Not to dangle the proverbial carrot but I’m looking for a new vehicle in the next few months and my daughter will be looking for one over the summer. It has definitely left a bad taste in my mouth for autonation. And one that I hope you can make correct. Thank you for your time. Fast forward to 2023 and this place still disappoints. For the past year the car has had two major issues. We take it in to get a "diganostic" and the part that was needed wasnt covered under the bumper to bumper warranty. (Why have it , if we cant use it) , such a lie and distrust to your customers. But you all make it to where we need the part, so we get the service done. And the cost, dont get me started on that. ABSOLUTLEY RIDICULOUS. especially when we check around and check out prices. I understand its a Dealership, but being dishonest and price gauging is just disgusting. The check engine came on again recently, took it in (why we keep going back to yall, baffles me, but with said "Warranty" we think we can get help. BUT NOOOOOOOOOOOOOOOOOOOOOO,,,, once again warranty doesnt cover the situation. How do we know at this time yall arent making up a problem to rake more money out of us. You know, were not stupid people, we just want to trust people. There is a sevice guy name NICK, who lied and continue to lie to us about our vehicle, and acted like he didnt care at all about us or the car, or his job. We have been very dedicated to FORD , but not anymore. WE WILL NEVER EVER buy or get service from the Jacksonville Ford AUTONATION ever again. You people shoud be ashamed of yourself in every possible way. 8-25-2023 We purchased a pre owned 2016 ford escape from you in April of 2020. When we bought it they brought out the simplified warranty info for us. We purchased the mid range one as the only thing it didn’t cover was the stereo system which didn’t seem like it would be a problem if needing replacing. Bumper to bumper other than that (fuel injectors excluded). Since then we have had three claims denied. One the dash panel, which you guys split with me. But the other two were a turbocharger valve (the turbocharger unit is covered but not the valve? This was the explanation given to me) and now the front canister purge assembly needs replacing for More

My salesman was Doug, he stuck with me while I was in search for the right truck I wanted. After a few tries we finally found one that I saw myself in. The process was super simple and after everything w search for the right truck I wanted. After a few tries we finally found one that I saw myself in. The process was super simple and after everything was decided I was in and out of the dealership faster than I had been previously. There was no haggle or any discrepancies. The experience was Pleasant. More

Nick was exceptionally helpful and I would say indispensable to my experience and overall satisfaction with my repairs. He picked up my situation after another associate had resigned, and Nick ha indispensable to my experience and overall satisfaction with my repairs. He picked up my situation after another associate had resigned, and Nick handled it flawlessly. I cannot possibly say enough great things about this man. I would suggest doing whatever is necessary to keep associates like Nick around. I could not be happier with my experience and WILL CONTINUE to purchase my vehicles at your location, simply because of this experience. Robert and my mechanic deserve praise as well! Thank you! More

Overall happy with the dealership and pleased with recent changes. I wish the service department had a better system in regards to getting ones car back to them once service is complete. I appreciate the per changes. I wish the service department had a better system in regards to getting ones car back to them once service is complete. I appreciate the personal assistant by having a service advisor assigned but it's frustrating when your advisor has 4 or 5 customers and the other advisers are just there at their desk while your car sits in the bay for 30 minutes while you wait for your advisor to be free. I could have been out quicker. I'm not faulting the advisers by any means. I'm pretty sure it's just a System fix that needs to happen. More

From the day my 2007 Sport Trac was dropped off by flatbed wrecker on April 27, 2023 (with PCM issues), until 14 weeks later, there was very little that went right - both with service and customer ser flatbed wrecker on April 27, 2023 (with PCM issues), until 14 weeks later, there was very little that went right - both with service and customer service. The 1st AND 2nd service writers that I dealt with both left the dealership while my truck was there, leaving me without a service writer at the end. During their time that I dealt with them, I received very little to no follow up for requested status updates. The head technician was out for medical reasons leaving no other technician that wanted to work on a 16-year-old truck (his words on 6/30). Very few texts or phone messages were even returned at all. Most of the information I received was from unannounced visits to the dealership. On 2 of those unannounced visits, I happened to meet with the service manager, and he promised to follow up with information by the end of business the following day. That did not happen. After having all my truck service on my previous 2004 Sport Trac and this 2007, the service was very good. However, this time has ended any and all service at this dealership. Of all the individuals that I dealt with while my truck was being serviced, the 2 that impressed me most were heather (dealing with loaner vehicle) and the dealership receptionist. They both handled customer service at a very professional level. They were the only bright spots while my truck was at the dealership, and I am glad I had the opportunity to deal with them. More

The job they did itself, replacing a damaged tire, was satisfactory. Communicating with the customer was well below satisfaction. Upon arriving for my appointment, waiting to be helped (along with anot satisfactory. Communicating with the customer was well below satisfaction. Upon arriving for my appointment, waiting to be helped (along with another customer) we waited for one of the 8 representatives for about 10 to acknowledge us. All were on the phone or computer. There were no other in person customers in the room. Once assisted, waiting on my vehicle in the waiting area. After waiting 45 minutes, because I went back to the service dept. to get change for the vending machine, the representative I did speak to advised me that the tire was not in stock, it would not be able to be replaced until the following day. Given when I made the appointment, I gave the tire size that was needed, I would think that would have been resolved before the appointment. They kept the wheel/tire that needed to be replaced, and would notify me when it was ready the next day. The following day, to be proactive I called for the status of my vehicle's tire replacement at 11:30 a.m. The rep didn't have any info for me, and said they would check and have the counselor assigned get back to me. After 2 hours, I called again at 1:30 p.m., left a message requesting and update. After another 3 hours at 4:30 p.m. I called again. The automated system said I would receive a callback. I received no call from any rep. The following day around noon, I went in person back to the dealer service desk to find out the status of my tire. Upon arrival, I see my tire replaced leaning against a wall in the office. The counselor assigned my case, but wasn't the original rep I dealt with, did not seem to know about the request. They put the replaced tire on my vehicle, this took about 30 minutes. So communication was miserable. However, when reps did speak with me, they did so in a very friendly courteous manner. More

I have been bringing my car here for years and my last experience was the worst. No communication except with a vague text. Left several voicemails with no reply and then when I went to pick up my car no experience was the worst. No communication except with a vague text. Left several voicemails with no reply and then when I went to pick up my car no one knew what was going on and they didn't know where my key was so I had to wait until they could find it. The whole experience was very frustrating More

Obtained what I wanted. Very knowledgeable of product. No sales hassles. Decent discount considering the difficulty of obtaining the truck Very knowledgeable of product. No sales hassles. Decent discount considering the difficulty of obtaining the truck More

Tommy is the absolute best! Great experience and will send anyone looking his way! Thank you! Great experience and will send anyone looking his way! Thank you! More

All went as scheduled No pressure for additional work Courteous and ready when they said it would be work Courteous and ready when they said it would be More