My 2017 F150 was brought in for 2 recalls and sunroof issues on a Thursday morning. Was told it would be a couple of days and was given a rental (no cost). I didn’t hear anything from them by Monday morning so I called to get an update and was informed the truck was ready. Not the best communication as everytime I received an update, it was due to me calling them to check. Other than that, the process was pretty smooth and everyone was friendly. *Update* 2022, same sunroof broke (outside of warranty). I called ford customer service line (1-800) and they were exceptional in helping cover a portion of the repair cost ($1000 of the $1500). However, Autonation Ford was another story. The service advisor (Heidi) was not very professional or friendly and made the process difficult as her communication was not as one would expect for such a simple process. Luckily (Monica) my ford customer service rep was great and did most/if not all of the coordination. After a week (no rental covered) I finally received a call to get my truck. However, no one was available that was familiar with Ford covering a portion of the costs. Additionally, there was another $1000 ($2500 total) added to the final bill that I never approved. What is uncertain is if they were attempting to add to the invoice knowing that Ford was going to cover it. We will likely never know. The biggest inconvenience is that i had to drop my truck off on a Thursday and was told that they could not get to the repair until Tuesday. Fine, can you bring the vehicle back when they are ready to work on it? NO! You have to leave your vehicle there for several days while waiting in line for your repair to begin. This is really a bad model as it requires you to find alternate transportation for days your vehicle is just sitting. The rep that I dealt with when picking up my truck from the repair was very friendly but just inexperienced and uncertain on how to resolve the issue of my final bill (should have been $400). After some pressuring, they found someone in the warranty section who was able to resolve. However, upon receiving my truck, there was a large dent in the door that was not present when I dropped it off. Service Advisor (Chris) was great at documenting and letting me know they would fix the issue in the next few days. I never received any follow up to repair sent but after a week, I called back and was able to speak to Jose (Service Manager) who offered to set up a repair appt on the door. They also provided a free rental this time. I dropped off the truck on Monday and by Thursday, I called to get a update on the timeline. The service advisor (Trent) claimed to have called me a few hours after I dropped it off on Monday and left a VM claiming the repair was complete. Unfortunately, I still have not had a VM come through and no one followed up after two days to have me come back with their rental and pick up my vehicle. Long story short, the coordination of this service department is extremely lacking and inconsistent at best. I would likely NOT return for that reason alone. The original repair on my sunroof does have a new 2 yr warranty and I hope to not have to use it again. The additional week I was out my vehicle for the door dent/damage was inconvenient but the repair on it was satisfactory. As outstanding as Autonation Sales has been (purchased 3 vehicles), it’s unfortunate how bad the service department has been. Service Advisor Chris: 👍 Service Manager Jose: 👍 Service Advisor Heidi: 👎
Jason Talley Alternate
Feb 21, 2022
