AutoNation Ford Scottsdale

Have your used car checked out! Bought a 2004 VW Passat from Juan. The sales experience was good! Juan was very helpful, he even drove us to other AutoNation lots to look at cars we Bought a 2004 VW Passat from Juan. The sales experience was good! Juan was very helpful, he even drove us to other AutoNation lots to look at cars we had seen online. The process was low pressure and almost painless, except it was busy and it took awhile and it was during a remodel so sitting a hot tent was not fun. However, apparently I made the mistake of not taking it to another mechanic to check it out before I purchased. I made the terrible assumption that the car was mechanically sound because I was buying it from a dealership and they said they service all cars prior to sales. I just spent $4k in repairs on a car I bought 4 months ago. I bought the expensive warranty though the dealership, non of the needed repairs were covered. When the car had an issue that required it to be towed to get repaired I went to AutoNation to have their service department repair it. I had been receiving emails saying "come have your car serviced here!" and I was told, by Juan, to have my car serviced there as well. When I talked to the service adviser he told me to take it elsewhere because his tech's wouldn't know how to fix it properly.... When we walked into the "service trailer" it was about 1 hour until they closed and the service adviser seemed agitated that he had to deal with another customer, I'm not sure if that had anything to do with his decision to take the car elsewhere. I was not in a bad mood, i was not demanding, I simply wanted to have my car dropped off there and they could look at it the next day when they had an opening. I was in by no means in a hurry, flustered or upset. Had the car taken to the VW dealership, they said what needed to be fixed and they also gave me a service records on the car. The VW service adviser informed me that the previous owner was aware of these issues and declined repair. So the car needed to be fixed, the previous owner traded it in (which I totally get) and AutoNation said they inspected and serviced the car. I was not informed about the needed repairs. They sold me a car at full used market value plus a $3k warrenty that needed $3k in repairs. The repairs needed were not some crazy hidden issues that only happened to VW's. Very shady company and very poor customer service in their service department. More

Bad experience Called a head . My contact was Steve Kole. Was greeted well and first impression was good. Let me try the used ford edge 2013 sel By myself. Nice ride Called a head . My contact was Steve Kole. Was greeted well and first impression was good. Let me try the used ford edge 2013 sel By myself. Nice ride. Priced at 25k. Then the fun (scam) began. Set me up with his supervisor Dave . Which he immediately low balled my trade in . Offered 500 $ on my car with only 75k miles and wouldn't budge. The whole time the car price had been lowered to 24k per internet and I wasnt offered that price. Saw that after the visit. Greedy folks. 3 days later Steve called and still worked off the 25k price. Talked with Steve again a few days later about the edge . Still trying to sell me the car. Opps the car had been sold and he didn't even know . I questioned him on it and the ethics of auto nation .Then he hung up the phone .Bottom line there is failure of customer appreciation here. I have bought 2 vehicles from this dealership before it became Autonation. Really disappointed. More

Waste of time I did an inquiry on a Mustang GT I saw online... Talked to a gentleman by the name of Jeremy.. I explained I was driving in from Tucson and wanted to I did an inquiry on a Mustang GT I saw online... Talked to a gentleman by the name of Jeremy.. I explained I was driving in from Tucson and wanted to make sure car was available.. He stated it indeed was available.. I drove almost 2 hour to see this car.. I pulled up.. Walked the lot.. Never greeted... It was hot and sales poeple were outside and no one bothered to help me... I finally asked a hurried sales person for Jeremy and he said he would get him... Well Jeremy never came out to greet me.. I even text Jeremy and told him the time I would be there according to my GPS... As I was getting in my car upset mind you... A sales person was walking by and asked if I needed help.. I explained I was leaving for the lack of attention they give their customers and also that Jeremy knew I was on my way and I also asked for Jeremy and he never came out... Sales man asked if he could try to locate Jeremy and I explained that I wasted to much time already and Jeremy had my number... Not only did Jeremy not call me to follow up with me about the car I drove all the way over there for, he never called to apologize for not meeting with me... I really liked that Mustang GT too... :/ E. Martinez from Tucson More

Horrible after care The next time you buy a car and they ask you to fill out a survey form – TELL THEM YOU WANT TO WAIT 6 MONTHS! These people are your best friends befor The next time you buy a car and they ask you to fill out a survey form – TELL THEM YOU WANT TO WAIT 6 MONTHS! These people are your best friends before you take that survey – after that, they act like they don’t even know you when they see you at the dealership after you purchase a car. I made a huge mistake on 10/18/14. I traded in my 2009 Lexus RX 350 for a 2013 Ford Escape Titanium. Why did I go from a Lexus that I only had 3 years left to pay off, to a Ford?? Well, because John Vance and David Epstein were VERY persistent, even calling me after I left the lot on a Saturday night, convincing me I was making a good decision. Overall, I am not blaming them, because they didn’t put a gun to my head and force me to buy the car. The Escape was a nice vehicle when I took it for a test drive. It drove like a 6 cylinder vehicle because it has the turbo, which I loved. It was a beautiful looking car inside and out - at first glance. This vehicle was sold to me as a “CERTIFIED” vehicle, which of course, you pay extra for. Within a WEEK, I started noticing little things and had to take the car back (remember, CERTIFIED) to the dealer on 10/24/14. 1. The glove compartment was not closing properly, so the door catch had to be replaced. 2. A small piece of the trim on the cup holder had to be glued back down. 3. A small piece of the window trim cap needed to be glued back on. 11/6/14 - 1. The front left door window trim and handle had to be replaced because it completely fell off. 2. There was a rattle I noticed when driving – turned out to be rear hatch panel handle that was loose. 1/2/15 - 1. The auxiliary power plug in the console was not working (don’t know if it ever was when I bought the car because I didn’t use it). 2. The heated seats were not working. When I bought the car, I was told by the salesman (John Vance) that my car wasn’t equipped with heated seats, but after looking it up online, saw that it was a standard feature for my vehicle. Then in late February, I started noticing the silver trim lining around the cup holder was pealing up – and it had actually cut my finger (like a paper cut). I called and was told by Dave in Service that these types of “trim” features are not covered by the warranty and it would be about $225 to replace. Are you kidding me???? This was a CERTIFIED car and I had to take it back to them for all of these “little” things that added up to a lot of aggravation. In fact, Dave in Service wasn’t ever very happy about having to “cover” some of these things and it was only after I got the head of Customer Service (Natasha Feagins) involved, that he agreed to do some of the prior work. The trim piece on the cup holder was the straw that broke the xxxxxx’s back. I was done. I was ready to sell it. The problem then was after I looked up to see how much it had depreciated in only 5 months, I was floored. What a joke. I will never buy a Ford again. Once I decided I was going back to a Lexus, I contacted Natasha in Customer Service to cancel the additional warranty that I had purchased. I was told I would be getting back $2500 but it would take 4-6 weeks. I was only given that information after emailing and leaving several messages. A week later, I emailed Natasha and Sydney in the Warranty Department to verify they had my correct address because the weekend prior, I had traded in the Escape and the refund would now not be going to the lender because the loan had been paid off. I have left several messages for both Natasha and Sydney and emailed them both as well. STILL NO CONFIRMATION FROM EITHER OF THEM AND IT’S BEEN TWO WEEKS. Is it really that hard to hit “respond” to an email or make a return call just to reassure a customer that my $2500 will be mailed to my correct address? I don’t think so. So, what is really going on here??? I am not the type of person that only writes bad reviews. When I have a good experience, I shout it from the roof tops and tell everyone I can. But, I scream and shout even louder and use as many avenues as I can, when I have a bad experience. More

CAN NOT RATE BECAUSE NO ONE WAITED ON ME!!!!! My son is interested in a new Mustang. I stop by to ask some questions, pulled up in front of the dealership and waited for about 5 minutes in my car, My son is interested in a new Mustang. I stop by to ask some questions, pulled up in front of the dealership and waited for about 5 minutes in my car, I then went over to where they have the Mustang located on the lot and started looking at the cars. I was looking for about 25 minutes both on the lot and at the cars right outside the showroom floor. To my amazement NO ONE came out to ask if I needed any help so I walked on to the showroom floor looking for a Mustang brochure and again NO ONE ASSISTED ME!!!! The showroom is old and a mess. Sales managers sit up on a pedestal like KINGS not directing or helping customers. Finally I asked a salesperson for a brochure which they had none for the 2105 Mustangs. This place is a mess, if I could rate lower than a one star I would. Stay away from this store!!!!!!! Mike More

NO NO NO NO NO NO NO if someone ever threatens to run me over with their car, I hope they are driving a car purchased from this dealership...because it will NOT RUN. HOWEV if someone ever threatens to run me over with their car, I hope they are driving a car purchased from this dealership...because it will NOT RUN. HOWEVER, IF YOU CARE ABOUT WISELY SPENDING YOUR MONEY, YOU SHOULD RUN FAR, FAR AWAY AND NEVER LOOK BACK!!!! HORRIBLE DEALERSHIP. NO ETHICS. NO QUALITY. DO THEY EVEN KNOW WHAT CUSTOMER SERVICE IS? NO INTEGRITY. I HOPE THEY DON'T PAY THEIR MANAGERS....CAUSE THEY AREN'T WORTH THE ENGINE FLUIDS LEAKING FROM YOUR "NEW" CAR.....RUN FAST More

Bad Experience I can write a book about the issues I've encountered with this dealership, but it's not worth my time and I don't want to disrespect the individuals t I can write a book about the issues I've encountered with this dealership, but it's not worth my time and I don't want to disrespect the individuals that did choose to help me. But the service department was very unprofessional and unorganized. Customer service was very rude. I strongly suggest you stay away from this dealership. By all means I'm not trying to bash on AutoNation FORD, but I just don't want other individuals to go through what I went through with getting my vehicle properly diagnosed by the service department. More

DO NOT USE THIS DEALERSHIP!!! Trust me, you will regret it. I wish to express to you my disgust with the Auto Nation Ford dealership. We have had nothing but issues and have been disrespected on more than one o I wish to express to you my disgust with the Auto Nation Ford dealership. We have had nothing but issues and have been disrespected on more than one occasion. Let me spell out the situation so it is in writing as well. My fiancé and I went to this dealership to buy a Ford Explorer on August 18th, 2014. I worked with Juan in sales to show me some new Explorers. Before I got to the dealership I gave credit information, income information, etc. to another sales person who was not in at my appointment time (I don't remember his name). I expressed the situation that we are in and that this is a difficult deal to make so I did not want to drive all the way from Gilbert to the Scottsdale location to go through a car deal only to have it not approved. So we did all of the work before I got there. Juan greeted me and took over the deal because the original guy missed the appointment. Juan had me redo all of the credit apps and income sheets. We went through it all and he showed me several Explorers. He started working with Chris Ross (sales manager) to get the deal done. We were able to get the deal written up on the perfect truck for us, ensuring that this would get done. Jeff did all of the financing and was incredible (so far). We drove off in our new 2015 Explorer XLT, with everything that we wanted on it. It was perfect. 5 days later (August 22, 2014) my fiancé received a phone call from Chris Ross who let us know that we need to immediately bring the car back and that there was no way the bank would finance this. She was at work so expressed to Chris to call me because I was home. I never received any calls from Chris. He called her back and left a voice mail saying that he called me several times and it went straight to voice mail (not true). He stated that he would need us to get to the dealership to go over our options. She after called me in tears saying that Chris Ross was completely rude to her and scolded her several times after she stated to Chris that we were leaving to California for a special occasion and couldn't come by until Monday after we return. He was very rude and when she addressed it to him saying, "there is no need to be rude" he responded saying "I'm not being rude, I am being blunt." He then said that if we left with the car or drove it any more then we would be charged mileage. She then hung up the phone because she could not stand to be scolded anymore. After I got off the phone with my fiancé, I called our finance manager Jeff. He didn't answer several times, I kept trying. I finally got a hold of him right before he left on vacation. I told him that we got a call from Chris Ross saying that the deal didn't get done and we have to roll back the truck. He expressed that this is the first he has heard of this and that he was in disbelief. He told me that he would dive into this, call Ford Financing and let me know asap. I expressed our short time schedule and stressed the need to leave for California immediately. Jeff called me back and said that Chris told him that the deal needed $16 thousand and change down to get approved. I told him that there was no way. He apologized and said to come in and get into a used one. So he said he worked with Chris directly on this and set it all up for an approval, he said that Ford told him exactly what it is going to take to get approved, mileage, year, price point, etc. So we had an approval, just not on the new one. My fiancé and I rushed down to the dealership on our way out to California, it is around 4pm. I was greeted by Juan, who was shocked to see us. He wondered why we were here. I told him that the deal didn't get financed, and he said "what?" He sat us down, offered us water, and went to Chris Ross. Jeff was already gone for vacation. Juan said that Jeff had given Chris all of the details that Ford Financing needed to get the approval. So he pulled up a 2012 Explorer with 40,000 miles on it. It was the wrong color, used, but was equipped very similarly to the 2015 that we "bought" before. We drove it and asked if they had any others to show us, they said no. That this was the only car that they could get us in. While Chris Ross wrote up the deal and numbers, Juan said that customer service would like to talk to us. Natasha met us and was very nice. We told her the story of the phone calls from Chris Ross, the rudeness, the back and forth, etc. She apologized and said that there was no way it was Chris Ross, that it was Christ in Finance. It wasn't, but they kept saying that it was him and not Chris Ross, that Chris Ross is the nicest guy ever. Well, he is not and we know it was him. We even have him on voice mail still. She dismissed it and said that she would like to give us a free tank of gas. I expressed that I would like to write a formal complaint and she said that we already did because she handles this. It went no where. She did explain that she could personally guarantee that this next car deal would happen and there would be no call to bring it back. She said that the only way this deal wouldn't get done is if "lightning struck the building and we needed to fill out paperwork again". The numbers came back and we made another car deal. They told us that they moved all of the warranties and everything that we bought in finance over to this new deal. Because Jeff was out on vacation, they had another finance manager (with glasses) help us, he sat next to Jeff's office, don't remember his name. We rushed through paperwork, until we got to warranties and he starts trying to sell us on another warranty. We expressed that all of this should be in the price that we were given. He said no Chris Ross didn't put any of that in there. He only put a standard warranty in. I flipped. We were lied to yet again. I said we have no deal then. He called Chris Ross, because he left as soon as we went to finance, and told him this deal is blowing up and that we wanted all of the warranties. They went back and forth for a min or two and then he said, "I got it, I'll take care of it". And he hung up the phone. Then he goes to explain that Chris didn't put those in there but that he would do it and it would raise our payment $7 per month. We agreed because by now it is almost 9pm and we need to get on the road to California. We go to get in the car and hit the road when we notice that it really smells like smoke. Juan stated and put in the deal that you guys would deodorize the car and take the smell away when we got back and they would give us free tank of gas. We had little fight in us by now as this is getting ridiculous. So we left. Forced to drive through the night now instead of being in California by then because of all of this mess. When we returned to the state, we scheduled time with the dealership service department (Shane) to get it all taken care of. I dropped the car off and they put me in a rental car. We didn't hear from anyone so we called at 5pm asking if the car was done or what the deal is, Shane said that it is not done and that they would need $1,000 to fix the broken door panel that I told them about. I expressed that it is under warranty seeing as though we bought the appearance warranty and all of the extended ones too. The two front windows also wobbled and we had them "fix" that also. I was pissed, I told Shane about the warranty and he said that it is not covered. So I called Jeff, who was still on vacation and left voice mail. When we got to the dealership to pick up the car the next afternoon, it smelled better, but the door panel wasn't fixed (as I mentioned earlier), the windows which they said were repaired, were still wobbling and broken. Further, I noticed that the Disneyland antenna ball was broken. My son was very upset as we just got this in Disneyland that weekend. We told Shane about it, and he said that he would fix it somehow. They went back with the car and came back with it back on the antenna. I asked the man dropping car off if he just glued it on there, he said no. He lied. I pulled it off with force and it was all over the antenna, glue was dripping. I told Shane who was very apologetic. I was so pissed I went inside to find Jeff (who was still on vacation), or some manager to help. One other finance manager came out once Juan found him. He saw me, said that this is Chris Ross' deal, and he turned and walked away, very rude. Juan was confused. Juan went up to Chris Ross and he didn't acknowledge me. I went and sat and waited for him to come talk to me. He never did. In fact, he walked right by me. I then went to the receptionist and asked if I could speak with the GM. They told me that it was Martin Peters, but that he were gone. I asked for a cell number or email. She said that she could get another manager to help, I said no I need someone above Chris Ross. He does nothing and is extremely rude. She said ok and gave me an email address. She couldn't give me a number but said if I picked up the phone over on the wall that it would connect directly to the GM and that he always answers. He didn't of course and I left a voice mail to not be returned yet again. We left pissed off yet again. It has now been since the 22nd of August and we have been getting hounded by Santander (who is the trade in car loan we had). They have heard nothing from anyone at the dealership on the trade and are calling daily for a payment. We have been calling Jeff in finance over 15 times (no exaggeration) to get an update, no response, no return calls, no answer. It has been black. Dead. We decide to call Ford Finance and speak to them on the car loan and what to do because not a single person at your dealership will help us... and they have zero record of her in the system or any record of any deal ever being submitted approved or not approved. Which leads me to believe that the new 2015 wasn't even submitted. They told us to contact the dealership right away as that is very wrong. We did and got no response. We waited and waited. Finally after over 30 calls and several emails, we hear a response from Martin the GM. His email is short and says "what is a good number to call you on?" Keep in mind that he has all of our numbers in the contracts and the several emails that we have sent. We respond immediately and wait... nothing. No call. Several days later we get a call from the dealership. No it's not the GM Martin, it is Chris Ross. He says that they didn't get an approval and we have to get the car back. We are pissed. They lied AGAIN! This dealership is a complete joke. They completely disregard the customer's needs, feelings, and wants. They shuffle around and put people off. They do not deal with issues, they pass it along and blame other people. NO ONE TAKES ACCOUNTABILITY! I would never want anyone I know or don't know to go through the hassle of dealing with these people. They are a complete joke and from service department to sales to the GM, they are all dishonest and unprofessional. DO NOT USE THIS DEALERSHIP!!! Trust me, you will regret it. More

Don't PURCHASE or SERVICE a car here DO NOT TRUST THESE TECHNICIANS: Purchased used car from here. During the negotiation process I presented the salesman (Nick) with a list of maintenan DO NOT TRUST THESE TECHNICIANS: Purchased used car from here. During the negotiation process I presented the salesman (Nick) with a list of maintenance my personal mechanic found it needed during his pre-purchase inspection, including Alignment, Rotation, Cooling Service, Transmission Service, and Clips missing from front plastic bumper. Nick took the list to the Ford technicians and returned to tell me that most of the items on the list, except the missing clips, were not valid requests. He showed me the Ford Maintenance Schedule for the car, and stated that the cooling and transmission services weren't due for over 30,000 miles, and that the tires had already been rotated. I thought perhaps my mechanic had "suggested" some of the maintenance to help me in the price negotiation process. Instead of clarifying this with my mechanic first, who I have been taking my car to for 7 years, and who never does unnecessary work just to "bring home the gravy," as Nick accused him of, I let exhaustion win and just purchased the car for the asking price with the stipulation that at least the Alignment and Clips be taken care of (I could feel the car pull to the right myself). I figured that since nothing major was WRONG with the car, it was worth it. Upon pick-up two days later, I was told that the technicians said the car was perfectly aligned, so they didn't even do that. Additionally, I would receive a call when the clips arrived because they hadn't yet. I never got that call. And, more importantly, I took the car back to my mechanic in preparation for a road trip, just to find out that not only were the maintenance items not "suggestions" but URGENT. A cooling and transmission services had NEVER been performed on the vehicle in the past, EVER, even though it had 85,000 miles on it! Again, he also had to do the alignment and rotation because those WERE necessary. DO NOT TRUST THESE TECHNICIANS because they obviously didn't actually look at the fluids and simply printed out the Ford maintenance schedule just to say it wasn't due yet. And if they said their machine showed the car was perfectly aligned, then their machine must be off. I should have listened to my mechanic and negotiated the price down, but being there two days in a row with my 3-year-old in tow got the better of me, and, as I said, I let exhaustion win! More

It was a miserable, hot Arizona day, and my daughter's a/c was out in the car she just purchased from a private party (funny how that happens, huh?). Mike is my regular service adviser for my daughter's a/c was out in the car she just purchased from a private party (funny how that happens, huh?). Mike is my regular service adviser for my Ford, and I stopped by to see if he could help us out in a pinch. As usual, he came through and we left with icy cold air, and were charged a reasonable amount. More