AutoNation Ford Jacksonville

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

Multiple visits and calls, unable to get my service problem resolved. Not sure what is going on there. Need to find a new dealer. problem resolved. Not sure what is going on there. Need to find a new dealer. More

3 hours for oil change is not only unacceptable it is absurd. While I was waiting I was told 3 times my truck would be ready in 20 minutes only to get it 2 hours later. absurd. While I was waiting I was told 3 times my truck would be ready in 20 minutes only to get it 2 hours later. More

Schedule system for service is horrible Staff is very friendly and attentive. Should have quick service department like Bozard friendly and attentive. Should have quick service department like Bozard More

Excellent service and professional technicians. Susan at check in was exceptional. Happy to have the service done so expertly. New tires installed are very nice. Susan at check in was exceptional. Happy to have the service done so expertly. New tires installed are very nice. More