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Recent Reviews from AutoNation Ford Scottsdale

Hi Jose, I am loving my new truck! I couldn’t be more pleased with the service at automation Scottsdale! Maria was awesome from the beginning! My husband and I were out of town when we decided on getting a f150 for the family. I found a truck I really liked unfortunately the truck I had wanted wasn’t availed any longer but she told me you guys just got the same truck but in iconic silver! I explained to her that I wouldn’t be back until Friday and she sent me a link to hold the vehicle! When we got there I fell in love with the truck right away!!! We did have another appt to go look at another truck at another dealership. We explained the situation to Maria and she wasn’t pushy or demanding told me that the truck would be held until we let her no if it was a go or not. We went to the other dealership thinking the truck we wanted would be there they confirmed that morning it was but when we got there they said it wasn’t there any longer! We were disappointed! They still continued yo be extremely pushing and tried selling us a truck that we didn’t even want! We kept telling the no thanks and they continued to push. This was Friday and they are still and now Monday I am still get phone calls emails and texts calling trying to push! We came back to autonation and she had everything already to go! Jose offered us a awesome rate for the 2019 pathfinder and the payment the quoted us didn’t change at all when we went to finance! When we were with joe at finance he was able to give us awesome warranty and protection plan and still kept us under for our budget! After financing Maria said she needed the title to the Nissan Pathfinder I told her that I didn’t bring it with me but I could bring it back. She offered to drive all the way to the south east valley to get it! We couldn’t be more pleased with Maria, Jose and joe! Thank you for making it painless and easy! I will definitely be recommending autonation ford Scottsdale!!!

Ashlee Gonzales Apr 27, 2022

This review is for the service department. I towed my F250 here on 12/29 because someone had cut out the majority of my exhaust, EGR system, 02 sensors etc. from out of my vehicle and they were closest to where the truck was. I received a request on 12/31 to receive texts which I approved and thought was a good first sign that this would go smoothly and communication would be good. I mentioned immediately through the text system that my biggest concern was the some collateral damage to the wiring harnesses near the exhaust system that I was worried about. This concern went unanswered through their text system. After several attempts it was clear it is meant to be a one way system intended to help them with their "Kept Informed" part of their after the repair survey. I called and asked for Adam 4 times during Jan 4th and Feb 11th and each time I received his voicemail. When I was finally able to reach Adam via email I was told that calling the mainline was the reason I couldn't reach him and that I should have called his direct line. Interesting that he would acknowledge this issue but he never offered me his direct line or responded to my text messages through THEIR system. After several weeks of radio silence from Adam. On 2/11 he proceeded to tell me via email that my vehicle wouldn't be ready until June when he received the last part. Of course I was disappointed with the part being back ordered for this long but I understand that that is a lot of what we are dealing with right now in this Covid world. I asked him what he was doing to expedite the parts and if the service manager was aware of the delays. The parts delays are almost irrelevant to my issue. I did not want to wait for months for parts just to find out that they need to order additional parts and I have to wait even longer. Adam was short and unempathetic to what I felt were fair questions. My much bigger concern is that he has still has ignored all my attempts to see if they would take a look at the wiring harness damage that was still not addressed after over 6 weeks. He had 02 and temp sensors and things like that on the estimate but none of the wiring harnesses that those sensors connect to were addressed. Again I was just ignored. I asked Adam to have his service manager call me and provided my cell # in hopes that he might be less dismissive and uncommunicative than Adam had been. I never received a call from the Service Manager and the last few emails I sent him were ignored by not only Adam but by the person Adam CC'd in his reply - which I can only assume was a manager. Truly pathetic. ***Reading a few other reviews I find it interesting that they respond telling the reviewer to call in and talk to the manager and they can help. Just a way to look better online because If they really wanted to help they would call they would make the effort to call the customer.

William Mitchell Mar 5, 2022

Beware -- many of the good reviews seem suspect and appear to be generated by the dealership to overcome the many negative reviews that have been posted and artificially increase the star rating.. anyone can buy a new car and be excited but service is where it matters. Do yourself a favor and read the reviews and dissatisfied user comments before buying any warranty contracts or servicing your vehicle with any Autonation dealerships. The service employees do not seem happy with their jobs and it shows when they act accordingly with customers. My experience includes multiple scheduling and incomplete service issues, no follow up, constantly had to chase down management and service director to get help and status updates just to move the scheduled repairs forward, original advisor Kendra Kruse was extremely abrasive creating unnecessary customer experience issues, I asked if they perform a drop off inspection like most dealerships and she said they do not do that and ran off with her phone in hand to record a video saying is that good enough, when I asked her to please listen to the request she said I shouldn't talk to her like that and I could tell something else was obviously bothering her so I immediately requested to cancel my $4000 extended warranty and I can take business elsewhere so management switched advisor to complete service and I decided to give them another chance to make things right. The problems just continued from here with multiple extended warranty delays while the dealership attempted to overcharge the warranty company for service work to be performed and negotiated back and forth leaving me without rental vehicle transportation approval for several days until they got the premiums they were gouging the warranty company for, once the warranty company finally approved to perform the work, Autonation's mechanics were out for 3 more days leaving my vehicle in shop without any work being performed and burning the warranty company preapproved rental days which were a max of 10 days, no updates were given forcing me to follow up myself and request status on multiple occasions, vehicle was in shop for over a week with multiple service advisories still not completed, cold start rattle service advisory still occurs and was not diagnosed or resolved while in service but was clearly identified and agreed to be worked on when originally dropped off, contacted dealer over email because advisor will not return my calls to discuss or schedule the repairs that should have been completed previously, advisor finally responded to my emails letting me know that I need to be without transportation again while they diagnose the same exact service advisory issues again that they failed to completed while in service, I requested service from current service advisor Clinton Ninis via email multiple times and still no response or scheduled service date, discovered many negative Yelp, Google and online reviews indicating that poor service is very common from this dealership. It's been a month since the previous service and still no response or follow up from the dealership to correct the situation. Overall very poor customer experience at Autonation Ford.

Dan Mattioli Feb 23, 2022

Appoint set 3 weeks before at 9am. Arrived on time, waited 33 minutes to check Brand New Bronco 1st Edition in for service (had Bronco for less than 45 days when “hill assist error light came on”, called dealer they said “make an appt, ok to drive”. Asked for a rental car - they said “if you look up service policy it states no rental car “unless” your car once looked at will take 4+ hours to repair, the does not include hours from your appointment time while it sits “in que”. I paid to have an Uber home. I received zero communication on status of Bronco that entire day, no call, no text, no email, zero communication. I called at 8:15am day 2, service rep was “busy” per service desk operator and that he will “get back to you before 9am regarding status”. No communication, I called back at 9:45am as I needed a rental Or my Bronco for work, and I refused to get off phone until I had status. Adam the service contact then said “we have not looked at the Bronco yet, service contract still in effect, you do not get a rental or your Bronco back until we look at it and determine how long it will take to fix, we will TRY and look at it today”, AGAIN, I had an appointment I made 3 weeks prior for 9am the previous day, my Bronco was sitting in a lot for 25 hours. I received a call in the afternoon stating “we could not re-create the Hill Start Error and the Bronco is ready for pickup, if it happens again, bring it in, we think it was just a computer communication error and it lost power somehow, but we are not positive”. The balance of why the Bronco was brought in was because of significant mfg defects and they stated this is an off-site 3rd party body shop and they will call and make me an appointment with them - it has been 3 days and zero communication on this new appointment, I will again be proactive and call service on Monday to get this appointment. ALL of this is beyond ridiculous when you buy a brand new car, the service here is horrible, I wish I had bought at another dealer as I had a choice since I waited 18 months for the Bronco. As a reference, this is my 1st new Ford product, I am not happy, feel like service is a nightmare and do not look forward to the body shop or regular maintenance going forward. FYI we have had 2 BMW X5’s I just turned in prior to this Bronco, the service with BMW - 5 stars, when you arrive at your appt, they have your rental car ready for you with keys, you drop and go, no matter what the issues were, that is service, Ford, maybe secret shop the competition and see and see where you stand in comparison? Sincerely, a Bronco owner stick between a rock and a hard place!

Jerry Draper Dec 19, 2021

My first experience with Autonation Ford (Scottsdale) Brought my truck in for the 10K service (oil and tire rotation) . I noticed immediately they didn't rotate the tires because I could still see brake dust on the front wheels. The insisted they completed the work until I took them out to look at the truck. They went back and talked to the tech who said 'the tires where within range so I did rotate them". It was on the invoice as completed. They took the truck back and completed the work (as I had to wait another hour). There was also a recall on the windshield and they told me it was a 2 hour job only to find out it was 2-3 days because they had to take it to a body shop. Two weeks later I had a powertrain malfunction warning with a symptom being a very rough rev to drive tranny engagement. I went back to Autonation (reluctantly) because I was worried I would cause damage if I drove further to my preferred dealer. I was relieved to learn there was a service bulletin calling for a SW update. They called and told me it was fixed (including the rough engagement). I hopped in the truck and tested the shifting and it was worse then when I dropped it off.... even the service advisor said " thats really bad". he goes back to get the tech who had left for the day. I asked for someone else to take a look and they said "we want the same tech to look at it so you will have to leave it". I was so frustrated that I called Ford roadside assistance who had my truck towed to another dealer. 4 hours later I get a call from Autonation and the tell me "the truck has adaptive learning - just drive it around and it will fixed itself". wow. The second dealer discovered immediately that when Autonation updated the software they failed to reset the adaptive leaning module and clear the tables. Once that was done the truck was back to normal. I even called to speak with a service manager (Mark) at Autonation and he wasnt even professional enough to call me back. Dont waste your time with this dealer

Dan Jun 4, 2021

After waiting about 3 months to finally schedule an appointment due to part not "yet available" from Ford, I finally got okay from one of your service representatives and assured that I could schedule my service appointment to replace an item that was recalled for a rear camera piece that was recalled for the Ford Edge. I went ahead an scheduled a weekday early am which meant I had to take a day off work as they told me this would take 1/2 to a full day to get done. When I arrived as scheduled for my appointment I asked the service representative how long they thought it would take and figured if its the half day I could just hang around the lounge waiting area and get some work done I brought with me. The representative told me I can ask and see and if its longer I would arrange to have a ride pick me up. After two hours went by, figuring they were working on my car, I get a call on my cell phone from the representative telling me they could do the work today because they didn't have the part! As you can imagine, I was not very happy. 1- Why would you schedule someone for a recall part and then not have the item in stock or at least set aside in there name so it would be available on their scheduled time. 2- Why did it take two hours before they told me the part wasn't available! Imagine if I had arranged a ride and din't stick around and then had to find a way to get back if I had left the premises. 3- I scheduled this day as required, so came through on my end. My day was a complete loss as I had made arrangements to take the day off of work and now I have to do it again since the service was not taken care of! After waiting two hours and getting my car back I mentioned to your service representative, "If I reschedule this appointment, how am I assured the part will be work and the work will be done so I don't have to go through this again?" The representative said she would taken upon herself to call me when the part is back in stock and reschedule me to come in. As of 3/15/21 I have yet to hear from anyone.

Richard Moreno Mar 15, 2021

The dealership was clean, organized, taking proper COVID precautions, and the sales guy, Ken, was great. He got the initial docs done and I told him what I had for a down payment and he gave a document that detailed out the payment options. I thought the interest rate was a little high for me and asked about it. Ken told me that there was nothing they could do to reduce it and gave a reasonable explanation, which I accepted. I chose the payment that worked best for me and it was easy and simple. Everything was great until it was time to go back to finance and sign all the documents to buy the truck. This is when I met Blake, the person that would be torturing me for the next hour. He pushed the extended warranty plan on me. 2yrs/24k miles for $4000. I had to keep saying "no" for 20 minutes. Then came the maintenance plan. 3yrs/60K miles with only 10 visits for $1,495. I said no. He kept pushing. Got irritated, turned to calling me names, finally accepted my answer of no. It took 34 minutes for us to get passed these two things. I know this because it seemed to be taking forever so I was looking at my phone every few minutes. When it came time to sign docs, he appeared to be annoyed that I was reading what I was signing. He deflected any questions I asked about the documents. I started reading more and found out that he was trying to scam me. He secretly included rental car coverage and GAP coverage on my load but lowered the interest rate to try to hide it from me so I wouldn't notice. WHAT A CON ARTIST!! They can't lower the rate to help people, they can only lower it to cheat people to include add-ons to the loan when it benefits them. I told him that I didn't want it and to remove them. He got upset and told me that he was "trying to help me." I told him that in the beginning, I told you guys what my down payment was, I selected the payment option and months already. Why can't we just do that? Why is it this complicated? He then started throwing a little tantrum like my four-yr-old does and said "Fine. You want the higher rate? Fine. you don't want my help? Fine. I was only trying to help you." All while snatching the paper from in front of me, slamming his drawers and keyboard, printing a new sheet, and slamming it in front of me. I could not wait to be done. I couldn't believe what I had to go through. The only reason I didn't walk out was that my wife left already to get home so the sitter could leave and I didn't want to take a $100 Uber home. This was like a timeshare sales presentation but instead of me getting free stuff I was actually paying them $500 for this. After 34 minutes he finally moved on to me signing documents. I have purchased a lot of cars but NEVER have I been treated this way. Blake was dishonest, manipulative, condescending, and unprofessional. I gave it the weekend to cool off before calling the dealership back to share my experience. I spoke with Tim Shelty briefly. He said he would have the manager call me. Nobody called me. Shows that they just don't care enough they customers to try to make things right or even offer an explanation, they don't care about their employees enough to coach them on how to be better at their job, and they don't care enough about their future customer to stop this kind of behavior and manipulation from continuing any further. I will NEVER go here to buy another car and I will actively recommend that others avoid it.

David Martin Mar 7, 2021

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