I made an appointment with AutoNation and brought my 2022 Ford Ranger in on March 13, 2023, due to cabin water leakage and wind noise. When raining/car washed, the back cabin carpeting would be wet/soaked - traveling at highway speed would cause excessive cabin wind noise. My service representative was Savannah. I explained all my issues/concerns. She said the mechanic could look at it the next day and she would update me. A few days passed, and I was waiting for word from Savannah, so I left her direct line a couple of messages. She returned a few days later and said she was overwhelmed, and they hadn't looked at the truck. I was a little frustrated but understood. A week later, Savannah was utterly unresponsive - I left many messages on her direct line without a response... I then called the service department and asked for the manager. I was directed to Greg and left him a message. Greg called me the same day and explained they had F-150 Lightnings come in that the mechanics needed to work on. I was frustrated because I made an appointment with AutoNation, and my service/truck was being pushed aside for a week and a half. Greg offered to pick me up the following day at my home and drive me to the dealer to put me in a rental car. This took place, and he said he would call me Monday of the coming week with an update. Midway through the next week, I had yet to hear an update from Savannah or Greg - as I had left messages for both again... My truck had been there three weeks with no progress and little communication - I was about done. I decided to drive down on March 30, 2023, because I was apparently being ignored. I asked to see Greg, and this is where things took a turn for the worst... I went into Greg's office and asked what was happening with my truck. It had been three weeks with no progress and little communication. He said he hadn't updated me because he was out with the flu - I understood that. I said my service representative was Savanah, so why didn't she update me, as it's been three weeks? He said, "IDK what to say except she's failing at her job"... I found this very unprofessional as he was her boss and as a means to throw her under the bus. Our conversation got heated, and Greg eventually said, "you're welcome to take your truck back now." I told him that if they could not fix it or even look at it, as I'd been pushed aside for three weeks, I wanted the keys and would leave immediately. I asked who was above him, and I believe he mentioned Stan or a name close to it. I was furious and shocked at how I was being treated. Greg left to get my keys. He then returned with a 180-different personality, stating my truck was torn apart so that it couldn't be returned right now, and they were working on it as we speak - they just needed more time. I asked to see it and the work that has been done. He walked me to my vehicle. The back cabin carpet cover had been removed (10 min job). My mechanic stated they needed to install another cabin pressure vent as the passenger side vent was not put in at the factory correctly, causing water to pass from the exterior to the interior cabin. Greg, I, and the mechanic talked for a while, and we're all on the same page. I left very upset, just wanting my truck fixed. Greg called me the next day, saying my vehicle had been completely repaired, a new pressure vent was installed, and there was no more leakage and wind noise. I was happy to hear my truck was fixed but very upset that it took me coming down there, speaking to the manager, and getting into a heated argument for my vehicle to be looked at and fixed within one day, as I was waiting three weeks... I left with my truck on March 31, 2023. I had brought previous vehicles to Auto Nation Ford Tustin and always had Bob as my service rep. Bob was OUTSTANDING, which is why I continued to return to AutoNation. Unfortunately, I was unable to get Bob this time. My experience with Savanah, and to a greater extent Greg, was AWFUL, and I will never be taking a vehicle back to AutoNation Ford Tustin.
Ryan Hunter
Apr 4, 2023