|Address:||8252 S Broadway, Littleton, CO 80122, USA|
|Working:||9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM Closed|
I moved here from FL and had hoped to find a dealership for which I could conjure a great relationship for work that will be done on my Fusion. I LOVE my Ford, as many Ford owners do. I had recalls that I needed done. Four actually. Made an appointment, brought the car in an had a great experience. I thought, awesome! Then I had a recall for my rims. Just rims, right, no big deal, I was patient. However, I had to call 3 different times over 3 months to find out about the rims. Each time I was promised a call back, each time NEVER got one. No big deal, just rims. When I finally was able to get a hold of someone that said they have the rims, I made an appointment. I have an interlock on my car, for which I reiterated many times. I get it, I messed up and got in trouble...shouldnt be their problem right? Well, dont then, promise that you will call and bypass the interlock so that the work can be done and NOT do it. I was issued a four day lock-out on my interlock, had to pay $50 out of my pocket to get it taken off. I thought, ok, Ill find another place to get my car worked on and just wont return to Autonation Ford Littleton. I then got a courtesy call from them about my last experience. I was going to let it go because I understand customer service surveys as things that are generally negative, and I like to avoid the drama. However she insisted that she wants the manager to call me if I had a bad experience. He did, James was his name. James was literally the only good thing that I experienced. Polite, attentive, and assured me that they wanted to fix it. I agreed. He issued me a credit with the company for any further work done to my car. I figured this was a great chance to mend the relationship and that I may have found the dealership that I can trust. But, that was short lived. I scheduled an appointment for an oil change and other things to use the credit and hopefully start over. I wanted to speak to James when I came in to reiterate the interlock situation so that it doesnt happen again. He was unavailable. I was then escorted to the director in order to get the process moving. As mentioned before, I am the one that messed up, I have an interlock. Its a car dealership, one that sells and services cars. This has tp be something they encounter often, right? Well the director proceeded to say, and NOT in a welcoming tone of voice interlock is a pain to deal with, and a pain that we shouldnt have to deal with, it slows everything down. Well no s**t sherlock. If this is the person that their customer service reps are learning and looking up to, then I TOTALLY understand why I have had multiple bad experiences. Thanks for making my situation for which I have taken responsibility for and suffered the consequences with dignity, that much worse. I understand that many people have had great experiences with them, thats why I came to them in the first place. But they SEVERELY dropped the ball and had many chances to make it better. Above and beyond the worst customer experience I have ever experienced. It would be my suggestion to avoid a debacle and choose another service center. In an effort to be fair, James again intervened and worked with me to get the work done. I appreciate his work and commend his patience with the whole ordeal. Unfortunately for me, its not enough to get me back in the door. Rant over.
Recently purchased a used Jeep Wrangler from this dealer. It had not been through their "make ready" yet, but I was assured the vehicle would be thoroughly (multi-point?) inspected and would receive an oil change as well. After my test drive I noticed the vehicle made a noise like the key was still in the ignition after the key was pulled, and had heavy hail damage on the hood. Well get back to this in a few minutes. I decided I liked the Wrangler and was going to push forward and try to purchase it. I was told I had the following options. I could wait for the vehicle to go through "make ready", at which point they would decide if it was worth the trouble to fix the hood and either wholesale the Jeep or fix it. If they fixed it I would pay more for it, obviously. I advised I would be interested in buying it as is, with the exception of the ignition problem as that could be a safety issue. We negotiated a price "as is" with the understanding the Wrangler would still get its "safety multi-point check" and the oil change, but the hood would not be repaired. We came to an agreement on price, and because the vehicle still had work to be done I left it there. This was on a Saturday. It turned out there was an unused 3rd party alarm on the Jeep that was causing the ignition sound. Because of how the alarm was integrated, it took a couple of days to get resolved and the Jeep was delivered to me on Wednesday night. When it was delivered though, I noticed a headlight out. Any thoughts of blaming the headlight on the drive to my apartment were gone when the kid following the salesperson said he saw the problem from when they left the dealership. Since I had waited 3 days I decided I could replace the headlight myself. I will give the salesperson credit for delivering the vehicle. I will also give credit for them fixing the ignition issue. The reason for my low rating though, is it appears the vehicle never had its "safety/multi-point" inspection. In the past week I have replaced 5 additional bulbs on the Wrangler (reverse, brake light, two marker lights in the front) along with both headlights. Although the oil filter looks new, the entire engine looks like it was steam cleaned, so who can tell if the oil change was done. There is not an oil change sticker on the windshield. You may call this trivial. But if they missed that many bulbs after doing their check, what else could they have missed??? Was the oil change done?? Who can tell?! My opinion is the ignition issue turned out to be a bigger issue than they expected, and the salesperson just wanted to dump the Jeep ASAP! I went to pick up my plates the other day and was told emissions had not been done yet. It is my understanding the dealer is responsible for either providing a coupon for emissions, or they have to do it. At this point I am going to presume no work was done except the ignition related issues. I have started going through the vehicle myself (oil change, etc) to be sure I have a safe/reliable Jeep. At least I know if I do it, the work will be done right. I can state without reservation I will not be going back to Autonation Ford.
***Update*** They did end up fixing the issue last time I brought it in, replacing the part for free which was really nice. The light hasnt come back on and its been a month or so, so Im happy. Glad the service manager reached out and took care of it, he was nice about it too. Thankful for that. (One star) TERRIBLE customer service. Brought in our ford because the engine coolant light came on, they topped it off and we came back a couple weeks later when it came back on they looked at it and determined there was indeed a leak. Communication during that time was terrible and we had to miss a ton of school and work, they also lost our keys and we were late again. After near $600 the and having the fluid topped off it was back on a couple weeks later. After having it checked out they said they didnt find a leak and it was just an air bubbles BUT we could use some new break pads & a battery, theyd be happy to do it for 4-500 bucks more. They topped off the coolant & yet again after 2 more weeks the same light was on again and though its obvious that the issue was clearly never resolved in the first place and they werent very thorough, they claimed there was another leak, but they couldnt find it.. for a few days. Then they claim it doesnt appear to be leaking any longer and they cant find it. 2 days later, they find it. I dont hear from them all day, when I do call they either havent looked at it yet (by 1pm when I dropped it off at 7am)!!! Then I finally get a rental car after telling them I cant miss any more school or work and dropped my car off on Monday. Here it is Thursday and I finally get a quote. 600 more dollars, because its "a lot of labor". Rediculous. They have yet to give me any proof that they actually needed to replace the last part in the first place, sticking with the story that 2 spontaneous leaks began at the exact same time. And they never spotted the 2nd one out of the 4 times weve taken the car in. (Which I dont buy because they have zero trust factor with me, fail to communicate time & time again, and dont seem to care about ensuring the problem is resolved permanently more than they do about getting us to pay for numerous services.) Today, 7 of my calls have gone to voicemail and Ive been hung up on the one time someone has answered after being assured by the service manager on Monday that he would personally look into it and make sure its resolved. Oh, and that 600 will get my car fixed in a couple of WEEKS. I dont know where theyre ordering this part from, but I ordered pants from Thailand that got here in 4 days. Overnight shipping is a thing now, guys. If you care about your car, trust, communication or your wallet, take your car nearly anywhere but here.