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-- Eloni T.

"Service advisor Katie was very pleasant and professional. 10k miles and service and was in and out in under 1 hour."

-- Tom D.

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Recent Reviews from AutoNation Ford Tustin

Bought a used Ford (2016) and needed to have some warranty work done on it. Made an appointment for 7:00am and was the first one there. Got checked in and was told to wait in the waiting room and the shuttle would take me home. I needed to get the lighter and charging port in the console fixed and the hazards came on when I signaled right. 9:00 I went to the desk to ask when shuttle rides started. The lady looked confused and went to speak to my Service Manager. A young man came in a few minutes later to tell me the shuttle was on its way back from dropping off another customer. I had been forgotten for an hour. 11:40 I finally called to see what was going on (my warranty includes a loaner and I was told that I could not have one until the car was diagnosed) because I was stuck at home and had already canceled an appointment to accommodate there no-rental policy. 1:15 I got a call back from the Service manager telling me that they had a Christmas party and the mechanic was going to look at the car right away and get back to me. 2:15 I got a call back telling me that the car was ready to be picked up. I asked if it was fixed. What I was told that for $174 ($166 labor $7 fuse fee) the mechanic had found a coin in the cigarette lighter receptacle and had removed it and replaced the blown fuse. I asked about the more urgent issue of the signals. I was told a very vague answer that it was going to take a long time to diagnose the problem and it was likely some kind of computer issue and it was not covered by the warranty and was going to be really expensive just to diagnose and expense to repair. However, if I wanted to bring the car in again (for an additional $166 fee) they would look into the signal problem. I was told up front about the $166 fee to diagnose the problem and that the cost would be deducted from any repairs I needed. I figured it was worth the risk if it solved both problems. I left AutoNation Ford in Tustin having a coin removed from the cigarette lighter and a fuse replaced after $174 and 7 hours. This morning I took the car back the original dealership (NORM REEVES) and in 15 minutes they found a loose wire between the right turn signal and the hazards and didn't charge me a penny. I have not included emotion in this review because I do not feel that emotions are a tool for reviewing a company/service. I have simply shared an experience. However, I am extremely disappointed in the service portion of AutoNation Ford as well as the interaction with employees, and their skills in dealing with customers. This location is perfect for where I live and work. However, I will be looking for another dealership to service my car. I do not recommend this dealership based on this experience. PS: I didn't even get the coin that cost me $174 returned to me! :-)

K. Weaver Jan 17, 2020

Beginning of May 2019 I found a 2011 Nissan Rogue with just over 49,000 miles on the website, reserved an appointment for two days later to come in for a test drive. Day of the appointment I get a call that because the car was new to their lot they were not finished with the inspection and replacing parts and tires. Asked if I could reschedule for later in the week, I agreed and later went. Test drive went fine until I noticed TPMS light and Passenger Airbag light were both on. When I asked about it they said they would send it back for inspection. Because otherwise the car was in such great condition (seemingly) and it was a good deal, I trusted Autonation and their excellent reviews and decided to purchase the car and had faith they would correct the problems. That night we stayed for two hours trying to fill out paperwork. Unfortunately, according to finance guy Mark, nothing was working. He asked if we could come back in a few days to fill out paperwork and hopefully the car would be ready by then. Finally, I go to fill out paperwork. Find out car still is not fixed and have no answers. However when filling out paperwork, Mark has his attention divided between me and a surfing competition he's watching on his phone. Paperwork was missed. The next three weeks are filled with me calling every other day and receiving empty promises and pointless information. Apparently in their extensive cleaning process, while shampooing the seats they ruined the sensor in the passenger seat. It took over THREE WEEKS to order the part, find out the part was wrong, figure out the correct seat, order the seat, replace the seat. Never once was I offered information, only when I called and pestered every chance I could. The sales manager Pete said he would personally handle everything for me and yet all I got again was deadlines that were never met and a complete run around. Finally car was finished, sales associate drove the car to me (as I live an hour away) and everything seemed great. Pete said he would draft up new paperwork to reflect the correct date I actually received the car pushing back my first payment. This is where the next set of problems begin. First, I never received that paperwork. Still have not. Whenever I tried calling and talking with this sales manager I was always directed to his voicemail despite the fact that each time they always said he was there in his office. I left messages and emailed and never received a response. First payment came along (according to the original signing date, not the date I actually got the car) and still nothing. I payed to avoid any problems and figured I would address the issue when I finally got ahold of someone. That never happened. A month into me getting the car, TPMS light comes on. I take it in immediately, I'm told the air pressure in the tires were way over what they should have been but the light was on because of a faulty sensor. The same thing I asked them to fix in the three weeks they had the car. Apparently they fixed one but not the right one. Who knows at this point. Now, this is the most recent problem. Pulling out of work my car completely dies on me. I call immediately, still can't get ahold of this Sales Manager but am directed to the service department. There they tell me as part of the powertrain warranty I purchased I can take it to any Ford dealership (despite it being a Nissan) and it will be okay. I take it this morning only to find out they can't find this warranty I'm talking about. When I call back Autonation and (finally) get ahold of a manager, I find out NO paperwork was ever re-written, nothing was sent to DMV and nothing was registered. And still, to this moment I have not received any answers on how my paperwork was so badly screwed up and no remedy on fixing it. Honestly, more than anything I wish I could give the car back and get my money back. I would never buy from here again.

Sara Aug 22, 2019

I’m so disappointed with Ford Tustin. We purchased a pearl white F150 Limited. In the beginning, Amanda Valencia was helping me then left on vacation. She doesn’t fill anyone in before leaving and no one takes over while away. Then the next person up, John Angel and the manager John Klemperer, I had to fill them in where I was and they was fine. Priced matched another location so I giving them 2 stars. While signing the paperwork, they took the vehicle to the back to get it washed and the driver hit the wall and scratched up the side mirror. They parked the vehicle next to an outdoor spray paint area and now the vehicle has red overspray on a white vehicle along the bottom and both doors. They didn’t let us know. I walked around to look at the vehicle one last time before getting the keys and pointed out and asked what happened while it was in the back?! We already signed. Btw, the finance guy was very annoying and likes to waste ur time and doesn’t listen very well. We were not able to take the vehicle home. Took them a week just to buff out the red overspray. They did not do a good job. I took the vehicle to a body shop and they fixed it while I drank some coffee. Quick! I didn’t want to wait for the replacement cover for the side mirror so I took the vehicle home until parts came in. Finally it came in then they had to paint it. A month later with no follow up or anything. I had to call and see the progress and push them to get it done. Finally picked up and the paint quality was crap. Wasted my time. Said to give them another chance. 2 weeks later, called to follow up and they said oh yeah. It’s done, you can come by and pick up. John wanted to be there when I picked up to make sure I was happy. They are trying to fix their wrongs and save the bad review. The paint color didn’t even match! I purchased a pearl white and they painted a white. I was so upset. I took the part and said I would take it to a body shop to get it done correctly which would take only a couple hrs to do. The manager John said to bring in the receipt and they would reimburse. Brought the receipt in and handed it to him. And 2 weeks later called to follow up and he said he lost the receipt. To email it now. So I did and that was a few weeks ago and now I’ve given up. I purchased the vehicle beginning of March. I’ve been dealing with them for almost 3 months. Lies. Everything would have been fine if there was no problems. But if a problem arises take care of it before u sign anything. They are a dishonest and don’t care if the customers are happy with the purchase.

Anh Dao N Nguyen May 23, 2019

These guys never fail to disappoint every single time. This time I'm done. I go in with one problem to come out with two new ones, and I get told to bring my car back in the morning and they'll have to keep it overnight and that's just for the diagnosis. "Sorry, there are people ahead of you." And I only explained one problem (my interior cabin lighting that no longer functions). Total time that Kirby the service manager gave me to discuss my complaint? Less than 1 minute. Thatís right, one minute to tell me 2 days just to diagnose the interior cabin lights! Something doesn't seem right there. I never even got to the second issue, and by his tone alone, it was obvious Kirby the service manager couldnít give a damn about my issue now that I was out of the shop, and couldn't hustle me off the phone any faster. In what world do you spend $35,000 for your vehicle at that specific location (Ford in Tustin), then visit that business to have service done, and come out with two brand new problems that simply did not exist AT ALL prior to entering that establishment, and then get spoken to and treated like an idiot and shooed away and sent to the very back of the line? I don't care if the problems are unrelated to what you did. I am a good customer, I came to you in good faith as a customer that has spent a considerable amount of money with you, and I deserve better treatment than this. This isn't the first time but it's absolutely the last. I don't know what you did to my car when you had it. I'll never know because we can't go back and watch. Just trust you. All I know is that these two problems didn't exist the day I drove it in there. But they did the day I drove it out. Even if you guys had nothing to do with it, which at this point I'm absolutely sure you're going to say, and you'll likely get away with. But I know for a fact. Without a shadow of a doubt that those systems were working properly when I drove my vehicle onto your lot. And I suspect the chances of all three (brake booster, interior lighting, and the third issue.) of those systems failing all at the same time are slim. I also imagine that you will argue that since none of them had anything to do with the original repair that the mechanic could not have possibly been responsible and you and I both know that's crap. Anything can happen when you're working on something. You can break a window while fixing a door knob. Simple things like that. Anything can happen and it did. So is this how you train your service managers to handle your customers or is this a service manager that isn't servicing anyone at all? I didn't deserve to be blown off the way you blew me off. Now I must go to the back of the line? And you need me to drop my car off in the morning and Iím not going to get it back until sometime the next day? You told me two days to diagnose the interior lights. Ridiculous. Ridiculous, wrong, and just another effort to get me to leave you alone. That's not customer service. Not in the least bit. Thanks for making me feel like crap about letting you service my vehicle I bought from YOU. Folks, there are Ford dealers all over Orange County. Go find another one. Any one but this one.

MartinB Sep 27, 2017

I would give this place a perfect 5 star rating but for a few things. First of all, Marsh was a pleasure to deal with. The car was also what I was looking for and priced to sell. However, immediately while driving away the molding on the windshield started flapping around because (as I later found out) the windsheild had been replaced, and the molding was not secured properly in the process. I drove back immediately and told the manager about it. They took pictures and told me they would set up a mobile repair thar could address this without me losing time at work, or use of the vehicle. I had to call back for two days to get a response, at which point they (and by they I am talking about the same employee that blew off the request that I address in the next paragraph) backpeddled on their promise and told me to take it to another Ford dealership so they could take care of the problem for me. Luckily this dealership dealt with the issue under warranty in spite of the window replacement issue. There was a Car Fax and a 120 Point inspection in the car when I purchased it. I assumed it would be there when I purchased the car and took it home. When it wasn't, I called in and told them that it was important to me for my records. I was directed to leave a message with the employee who worked on finalizing my sale (an experience that had already shown me how bad this guy was at working with customers), and was ignored for days where I continued to do this. Eventually I got ahold of him and, in a familair and frustrated tone, he said I could go to Car Fax and pay for it. I asked it he could just scan me a copy, since I also needed the 120 point inspection. He unpersuasively told me that he would ask. I've heard nothing back about it, don't think he even asked, and am pretty frustrated that he wouldnt take this simple step after I purchased a vehicle from them. Makes me wonder if they don't want me to have this information for some unknown reason? Outside of this one employee, who seems genuinely annoyed and unwilling to go the extra mile for customers, my experience was pretty good.

GraMcArt Mar 5, 2017

Two weeks after i took the car, i was trying to make right and the car hit a curb because i could not turn the steering and it almost locked. There was an error saying steering malfunction error showed on the dash. i towed the car to the dealership and the service manager told me we are going to check the problem and see what cause it. he did not send the car to be checked and he sent it to the #autoNation body shop(their body shop). they called me for the insurance and he was like i need the information for your insurance then after they fix the car we will check it, they never did and i ended up paying 13k for fixing it from my insurance after 3 weeks only from purchasing the car. #houseofimports i have tried to contact all the positions at the dealership and they never ever solved anything i stopped to the dealer and talked to the service manager and he said since the car got fixed then it is safe to be driven now, but the thing is i ended up paying from the insurance and they did not inspect the car. i gave up and took the car after all that hassle, i filed a complaint to Mercedes Benz US they called me back and all they did is saying sorry for the bad experience that you have had. That is all!!! i gave up after trying to get hold of them and i have all the proofs and the dates and the emails. Later on the car started to give me problems, every time i drop it off to the dealer regarding a sound they said we inspected the car and nothing wrong. One time i decided not to take the car and i talked to one of the advisors. he said he made 3 tech. to drive the car and it is normal, he asked me to give him a good survey and change the tires because that is the problem. dropped the car 22k 136 and I picked it same exact millage and when I asked him how come three of your tech drove the car and the did not put one mile on it, he did not have answer. i did change the tires twice and every time i change them them get bad and they start to have like bubbles and they get non flat. i stopped by a certified mechanic shop to ask about these tires and the sound they said the chocks are not good, i went back to the dealer after keep losing money for changing these tires and they always like everything is good. i have all invoices and proofs that the car is not good and safe to be driven And they kept ignoring the problem. 7 days ago i dropped the car for the 40k miles service and i also mentioned the same problems that i always mention every 10k mile and they end up saying the car is good. They kept the car for 4 days and they called to say that the service is done but they need to work on the car, yesterday i stopped to get the car after they said it is ready. once i went out from the dealer i noticed the sound is still the and the car still goes to left very bad. I went back at the same time and the advisor drove the car and he said yes they have to work on it and keep it again. im really sick of this and sick of everything, i wouldn't have problems if i drive any other brand, this is Mercedes Benz , im paying almost $520 a month to be satisfied and happy and the reason i choose Mercedes is to be satisfied not frustrated . My patience has run out of this and am sending to let you know that if you guys really didnt take an action. im going to share and report all these info everywhere. it might be better for this to go viral all over the social media and im going to provide all the emails and dates and the whole story. i do not think Mercedes would like to take a risk and put me in a car that not even safe to be driven, i need a certified paper work says that the car is safe to be driven and has no problems. I also want add that the advisor called me again and he recommended that i need to change the whole set of tires that i already changes 3 weeks ago and i have all the invoices, i told him that im not going to do that. Because i already changed the tires twice and they keep getting bad because the problem u guys dont fix. He transferred me to the service manager and he was so rude, all he said is if you dont want to change the tires, then we're not going to do any work at the car, and bring the loaner car today!!!!! Seriously!! Is that how they deal with their customers, i told him that am not going to bring the car and am going to report that, he called back and he was like give me 30 minutes i will call you later, and they never called. The dealer need to understand that he put my life in a car is not safe to be driven and i have a proof from a certified shop saying that. On December 26 11 am i stopped by to talk to GM since he wasn't at the dealer ship on Saturday. i could not get hold of him and i have been told he is busy till tomorrow and can’t meet you according to the sales manager. i had chance to met with the sales manager to explain everything and as usual they did not help and blame all the problem on me for not changing the tires eventhough I have changed three times in less than 1 year and less than 40K miles.. i can’t believe that a dealership general manager can’t really meet their customers to handle a problem or even replay to 5 emails. after going thru the history of the car the service manager and they kept making up stories to convince me that the car is acting noisy and goes to the left very bad because of the tires. even-though i have all the documents that proofs that the tires has been changed 3 times in less than 3 years and 40k miles. they kept talking about the tires noises and they never mention the other noise that i sent the car for , for almost 4 times. THEY DOES NOT UNDERSTAND That the noise that i complain about is has nothing to do with the tires. it is something totally different and i keep talk about it and explain it and they have it documented that the sound comes from the left side and not from the tire it is not tire noise i have reported that noise to three of them. sales manager also stated that the front tires are needs to be changed and when i told him that i have already changed those few days ago but the guys here at the service rotated them, he said we do not rotate the tires for 250 , but they actually did twice to my car and it is documented too. After a long talk the sales manager he ended up telling me that they do not have anything to do for me, unless i pay for a replacement tires and they would pay the 50%. the sales #manager kept trying to convince me that i was decline the alignment, even-though each service they mention that they did everything and the car is safe to be driven. i told him well, im going to send the headquarters and #AutoNation at the Germany and i left the office, by the time i left his office i was shocked from what they did to me as a customer who should not be treated like that. i did found my car at the parking lot even the job was completed they decided just to give me the car. Plus they took the loaner car without even letting me know and they threw my stuff out of it and they forgot to transfer my parking permit and they still have it since they gave the car to someone else at my car using their alternative key. Seriously?? Is that the way they represent Mercedes? i asked the #sales manager what did you guys do and he was like we do not mean anything but we parked your car at the customer lot since you are a customer, i told him and what do u guys mean by taking the loaner car and my stuff without letting me plus you guys still have the car bad and broke, know he didn’t has any answer. if that means anything, it means that they either does not trust me and they treated me like a thief or they do not care about the customers as long as they does not charge their dealer anything and I have been harassed i walked to the service manager to ask about the keys and he was so rude telling me go get your keys from outside. here. Imagine yourself stopping by to talk and report a problem and you treated like that? Imagine the whole day since it happened and i cant believe that am dealing with #Mercedes Benz and #autonation. i ended up having the car with worse condition, and not function well at all. this is not a first problem and bad experience happened at this location and im not the first one. Check their reviews and see what they have done to one of the customers. One of the sales men followed a customer and smashed her car at target parking lot because she did not get the deal thru him. and that was all over the news. i stopped by the dealer to handle that friendly and solve the problem, because all i need is to be using a car that can work perfectly since am paying for what i have. BUT AFTER THEY have done to me and taking the car that way, decided not to let it go. i left the #dealer and the car is going left very very bad and not safe because basically they did not fix it. They also need to know that they might lose a lot of business if i filed a lemon law( at the usa) and the car is qualified for the lemon law since the problems been for more than 3 times and everything is documented, and that will look so bad to them if the dealer did not take care of the problem i will #post this to the local newspapers so customers who can see the bad experience to be aware everyone else and get my right. Another update on December 28th, after I replaced all four new tires for third time in less than one year and 40k miles to do what they have been complaining about. I called a dealer to set up an appointment to take a look to the car, the advisor told me give him 10 min and he will call me back. He called me and he left a really bad voice mail saying that the service manager said that im no longer welcome at their dealership because the bad experience I had with then and I have to find another dealership!!!! I have the voicemail saved and proof what he told me. I have been trying to solve that and send to many people regarding the problems and im almost gave up from the way I have been treated and harassed

Ahmed Mohamed Dec 29, 2016

I'm going to start this off with that I have a fleet of 30 company vehicles. One of my tech's needed a new key for all of his doors. The key simply wore down. He also asked for a oil change. Got told the transit will be done in a day or two from Bob sell which I believe is the assistant service manager. Well it went from a day or two, to over a week. We got the run around over and over again from Bob always having excuses and promising just another day just another day. Well on Monday I got told it will be done Wednesday which is today. Then I receive a call that the bill is $3,200 and some change. I'm thinking to myself for what?!?!? All we wanted done was a new key and a oil change. Nope they went ahead and decided to replace all of the locks 2 tires spark plugs head gasket I believe they said, and some other things. So I decided to go down to this place to find out for myself. I met with Patrick the service manager. And waited for bob to come in. I never seen someone so rude before especially after I got charged $3,200 maybe bob got a little butt hurt that I called him out for working my fleet management over my fleet management handles all of our vehicles. I told Patrick and bob my concerns they pretty much said it is what it is. Again my tech came in for a new key and a oil change. I spoke with a lock smith they could of made a key for $180 and a oil change cost about $50. So Bob tells me the transit will be done at 4pm so I send the tech down at 4pm today well it's 6pm and they just finished it. Now I need to pay my tech 2 hours of OT to wait for his transit. Beware of this place do not bring your vehicle here. This place is flat out a rip off and the people that I met that worked here are rude nasty people. I recommend going to Midas in Tustin that's where we take our fleet vehicles. We only took it here because we thought it would be extremely quick. We have learned our lesson. Hopefully the owner reads this and realizes a fleet of 30 vehicles is a lot of $ on tires and oil changes. And heavy repairs. We just had a ford ranger transmission go out and we got it replaced from Midas in Tustin. Only took them 2 days. We will never return! And won't buy a ford again. Just bought two doge ram 1500's not from auto-nation. Update my tech just called and the driver side sliding door does not work now! That's great thanks Auto-Nation Ford for charging us $3,200 and giving us back our transit broken. You guys rock! Hahhah no! See you guys tomorrow hopefully you have a free rental truck ready.

Jake Rambo Jun 30, 2016

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