Recent Reviews from AutoNation Ford Tustin

Word of advise; Negative reviews are written for a reason. Our initial impression with Autonation Ford Tustin was great, and I guess that’s why we ignored the negative reviews. But there’s a reason they had a no pressure approach with us and we found out why when we declined the extended warranty agreement and asked for a refund of our $2,295. They cashed the check on Feb 11th but promised to have it back to us “immediately”, it’s now February 25th and I’ve made at least six phone calls, sent an email, dropped off the refund paperwork and all I’ve gotten in return is voicemail. We didn’t want their extended warranty and told them upfront that we wanted to compare it to our credit unions warranty plan. But Rana Musal (Customer Financial Service Director) lowered the price for us and insisted that whatever money we put down can be easily refunded hassle free. IT’S BEEN NOTHING BUT, A HASSLE AT AUTONATION FORD TUSTIN. The warranty at the credit union was far less expensive and can also be a “true warranty” so don’t be fooled by Autonation Tustin’s warranty plan. Buying a warranty at Autonation Tustin is like buying something from a golf pro shop or tennis pro shop, it’ll always be more expensive. We then informed John Dahlgren (Sales Rep) about the hassle we were experiencing and he said he would help us resolve this problem right away and apologized that we had to go through this. That’s when he offered us a free tank of gas or a free wash, in exchange of course for a great review and he actually asked us for a 100% review because that’s how he gets paid his commision. But you know if they refunded our $2,295.00, I’d be happy to pay for a tank of gas and a car wash. Apparently this is not the first time a complaint against Autonation has been launched with the Better Business Bureau. There are several, a warranty refund complaint being one of them and the rest are product service problems. And the last complaint took over 10 weeks to get resolved. Better Business Bureau rates Autonation Tustin a ( C- ). DO NOT MAKE THE SAME MISTAKE WE DID, we’ve all got a busy schedule these days and this is a major hassle to take time out of my daily work schedule to make phone call after phone call and send emails. All because we ignored the negative reviews. Instead of building brand loyalty, Autonation Ford Tustin’s culture seems to be “sell them at all cost no one reads reviews anyway”.

Paul Pascual Feb 25, 2018

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

الدبيركى احمد 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

Let me first explain how we wound up at AutoNation Ford Tustin by happenstance and met our "knight in shining armor", Farhan G. My wife and I had been looking at Acadias to upgrade to a third row crossover to accomodate our expanding family. We were only considering used/certified in a very specific price range. On Saturday, April 12, 2014 I found what looked like a perfect match online at Tustin Buick GMC. I emailed the internet sales department about my interest. The following day, Sunday, April 13, 2014 I recieved a voicemail and an email from Ed H. letting me know to contact him to set up a time to come see the vehicle that day. In fact, the subject line of the email sent at 10:14 a.m. stated, "It's Available!! Your Car Is Here." Furthermore, in the body of the email was the statement, "The vehicle you are interested in is still available. What is the best time for you to see and test-drive this vehicle today?" (if anyone is interested in seeing this email, I'd be happy to share it.) I even called Ed and spoke with him at approximately 10:50 a.m. to ask about his availability that day and to let him know we'd be coming by in the late afternoon. He confirmed that he would be there and could show us the vehicle. Accordingly, we stopped by the dealership (driving all the way from Corona to Tustin) in the late afternoon. After asking around, Ed finally came ambling out. He told me that he was tired and had to leave soon but he handed me off to one of his "best guys" Marcus. They both proceeded to tell me that, unfortunately, the care I was interested in was sold the night before (April 12th). I was dumbfounded. Marcus committed to looking for something similar on the lot, but it quickly became clear there was nothing in my price range that matched the description of the vehicle I'd had original interest in. Of course, that did not stop Marcus from pouring on the heavy sales tactics to try to get me into something else. He actually inferred that I was ignorant for not wanting to consider a lease. He said something to the effect of: well, I'm not saying you don't understand what I'm saying, but I feel like some people need to be educated on why they should lease. This is after telling him my specific parameters and that in no way would I consider a lease. Not surprisingly, he practically begged me to see if he could go inside and look for something that would match the parameters. While we were waiting for him to return, we decided that my wife would walk across the street to the AutoNation Ford dealership to look at the Explorer and Flex models that we hadn't yet considered. She came back and told me there were a few used/certified on the lot that looked good. Still waiting for Marcus to return, we left our car at the GMC dealership and walked across to look at the Fords. It was there that we were approached by Farhan G...a man who turned out to be our "knight in shining armor." Farhan proved to be honest and up front, understanding our needs and finding us a Ford Flex on the lot that matched our parameters. We hadn't considered a Ford Flex, but after driving the car and working with Farhan, we made a deal to trade our Jeep and purchase the Flex! What a night and day experience from one dealer/individual to the other. I so highly recommend that you go see Farhan if you're in the market for a Ford. I'd even highly recommend as a favor to me that you go visit Ed/Marcus at Tustin Buick/GMC first and ditch them to go to AutoNation Ford Tustin! ;-)

kmace Apr 16, 2014

I consider myself a reasonable person who shops around, looks for a good deal and is just as interested in a lasting relationship as I am a good vehicle. I do my homework, know the price ranges, test drive the competition and set my sights on what I want based on recommendations and reviews. I was recommended the Ford Autonation because several acquaintances had good experiences there. Fast Forward to 2012 when I'm on the final stretch of buying the used vehicle I want. AutoNation Ford Tustin has the Make/Model/Year and I go in to test drive and its as close to perfection as I can ask for. I'm not going to single out any names but the female sales associate who helped me was knowledgeable, friendly and looking to make me a deal. I know the value of this vehicle and what it goes for elsewhere and the negotiation's commence. What happens next shocks me so much that it still sticks to me this day. I get the ok from management on the price I want and when I'm about to sign on the dotted line, the general manager reneges on the offer. Goes back to the previous sticker price of nearly $1500 more and becomes firm on it. I become disgusted because I'm literally being lied too saying the offer made to me was never valid and not ok'ed by management. I leave and cool off for 6 or so hours and come back to see if they would reconsider the offer. What I discover is that the vehicle I had been eyeballing was sold hours earlier to a gentleman who paid a higher price. I know this because he was still there and I asked him. So congratulations AutoNation Ford, you made $900 more on that sale but you lost out on my business, my future recommendations (btw, I've made many many recommendations to the dealership whom I actually bought my vehicle from) and now other people will see the experience you leave customers with all because you want to make a few extra bucks. Its too bad too, I live in Tustin, own a Ford and now I take my vehicle to OTHER dealerships just to avoid having to go into your branch.

draidr1 Mar 29, 2014

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