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Recent Reviews from AutoNation Ford Tustin

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

So...my check engine light came on & I took my 2020 Ford Escape Titanium (hybrid) to figure out why a 2 year old car with only 29k miles on it had a check engine light come on... I've had Brittany as my service writer before so I went to her again because she's super nice... She got me a rental car (but said Ford may not pay for it [she has to say that just in case lol])... they ran the code & found it needed a new sensor... so they ordered it (& she told me then that the rental would be covered)... sadly the tech ordered the wrong sensor so I had to wait an extra day to pick up my car... no biggie since I was in the rental... because they were super busy, the wrong part being ordered & there was a holiday weekend in there, they had my car for 10 days...well...actually the 10th day was because the battery was dead & they had to replace it... I had already turned my rental in when we figured it out so Brittany had my car jumped... I drove it to work so I wouldn't be late & they sent someone to come pick it up so they could replace the battery... head scratcher, why does a 2 year old car need a new battery??? Then she sent a Lyft to pick me up from work so I could get my car & go home.... 5 days later, the check engine light came back on!!! OMG!!! So I drove it back over there & it was the same code...apparently there is a left & right sensor & the book says to replace one first (I can't remember if it's the left or the right lol) & then if the light comes back on to replace the other...if I were Ford I'd either replace them both or have separate codes for each sensor so a customer doesn't have to come back... anyways... she Lyfted me to work yesterday & then Lyfted me back to the dealer last night to get my car... on a side note, O'Reilly's broke my rear windshield wiper & I got the part & had it sitting on the seat & Brittany had a tech put it on for me for no charge!!! YAY!!! So I know this is long... but... Brittany is amazing... my car... while I love it... not so much lol... hopefully replacing the other sensor works & a check engine light doesn't come on in a few days...

Toni Cardinal Jan 30, 2023

My wife and I had researched the cars I was considering purchasing. I had called ahead to AutoNation Ford Tustin earlier that morning and asked about the Mercedes Benz I wanted to take a closer look at. The salesman met us at the front door, and already had the car brought up front and parked right there. One of the first things he said to us ... "You probably know more about this car than I do". I probably wouldn't have said that to a potential customer. My wife and I both test drove the Mercedes around the neighborhood, and liked it. Eventually I purchased the car with cash. Our time in the finance office was moving along fine ... until it became clear that I had no intention of purchasing any of the warranties (the initial total price of the warranties was going to come to 10K). At that point, it got a little bit "cold" in that office. While we were waiting to sign all the documents ... they took the car and had it filled with gas. Much appreciated. When I drove the car home and parked it in our garage ... at some point I realized that there was no owner's manual in the car. ?? I was trying to figure out how to operate the car's media system, connect my Bluetooth, etc. But no owners book anywhere. I called the dealership 4x, and I emailed them multiple times as well. When I called and finally got the person who sold me the car ... all he said was that he was going to have someone look into it. That was weeks ago. No one has ever called and followed up with me. I finally gave up, and found the specific owner's manual for that model of Mercedes online, and bought it myself. I gave the team there at AutoNation Ford Tustin plenty of time to at least look into it and give me an answer. Even if they call and leave a VM to tell me they cannot get the book. I felt like I was blown off. Then I started getting notifications to leave them a review, and recommend them to family and friends? I'm trying not to be rude ... and I didn't name any names in my review ... but that was poor. Why would I recommend anyone to go there?

2014 Mercedes Nov 17, 2022

I purchased a used BMW X5 on Dec 20, 2021 from AutoNation Ford Tustin and had a very bad experience because of dealer issues relating to undisclosed mechanical problems and lack of customer service. I returned the BMW X5 on January 5 through the dealer's return policy but would like to explain why i gave this dealership a 1 star. Although the dealership did refund my down payment and cleared the car loan through the finance company, I still have not received a reimbursement for the initial car payment I made towards the car loan on Jan 3rd, 2022. It has been almost 30 days and I have NOT received reimbursement for the initial car payment. I have also not been made whole for all the inconvenience of this warped experience. The issues regarding the purchase of the X5 are many. Let's start with the 10 day delay of actually taking delivery of the car (Dec 20, 2021 - Jan 1, 2022). I was told by Brandon and Zachary (used car dept) that the reason for the delay was that the parts were on order. When I asked Zachary (used car sales manager) which parts were on order, he said windshield wipers. Then, David M (used car sales manager) stated that a detail of the car needed to be done before I could take delivery on Dec 31st. When I came out to inspect the car on December 31st it was still not ready and I submitted pictures of the reasons why so this delayed my taking delivery of the car again. I submitted pictures of a stain in the rear compartment, torn upholstery behind the seat, and lack of car being cleaned to the sales management. Then, I decided to take delivery of the car despite these problems since Zachary assured me they would be taken care of by Friday Jan 7th. So, I finally took delivery of the car on Jan 1st. However, the previously agreed to spare tire that was supposed to be included was still not ready because it was "on order". Also, the interior was not detailed because the detail contractor "has been out for two weeks". I was relying on Zachary's word that all these issues would be remedied on Friday, January 7th. So Many red flags for this dealership. Overall, this process was unpleasant, frustrating, confusing, and something I never want to experience again. I am still waiting for a reasonable explanation as to what happened. I was never given an apology by anyone (until Zach finally said sorry via email) and was not even greeted by any of the sales management team upon returning the car. Then, I discovered a previously undisclosed mechanical problem with the engine losing power while driving which was the coup de grâce for me so I ultimately returned the vehicle on Jan 5th after losing all hope for the purchase. Again, this entire experience was a nightmare and I believe I should be compensated for the inconvenience. The time, expense, frustration, and lack of professionalism at AutoNation Ford Tustin is something I will never forget. I would recommend anyone who is thinking about buying a car from AutoNation to buy it from CarMax instead because CarMax has a 30-day return policy (instead of AutoNation's 5-day return policy). CarMax also gives you an extra month until your first payment is due.

Philip T Jan 31, 2022

AVOID THIS DEALERSHIP! If I could give negative stars I would in a heartbeat! If you decide to any business with them I recommend either recording phone conversations or only speaking to them in written form! We regret ever purchasing our vehicle with them! The only positive thing I can say is Elmer is a really nice and helpful employee. It’s not his fault that he works with a bunch of crooks. We were told before we signed any papers for our used car that we wouldn’t have to pay for registration until 2023, when we received our new plates in the mail guess what we had to pay? 2022 registration. We called and were told to go ahead and pay for 2022 submit our receipt and they would reimburse us. We did that and magically they had no idea what we wanted and why we were submitting our registration receipt. We were told that it was hearsay. GET EVERYTHING IN WRITING WITH THESE PEOPLE! Took my vehicle in 1 week after purchase due to an error message of service my front camera. Took it in, was told by their service team I don’t even have a front camera. They found out my front windshield was after market and they graciously replaced because they didn’t catch it before it hit the lot. Informed them about the CAL (calibration) on my dash and our navigation not working. Didn’t do anything about. Still receive Service Front camera message every month. We just had two days of nonstop rain and my headliner was soaked over my driver door, nothing to do with the sunroof, upon research that my husband started back when we got our car, due to the CAL message in our dash, he found that the GPS, Navigation and On Star is not working. It’s usually caused by a bad seal in the antenna. He drove our car an hour to their dealership in poring down rain to show them, how wet our headliner was. On the phone they recommended for him to wait until the following week to bring it in after it was dry. Why? So there was no proof? He took it in anyway, service needed to find out with sales who was going to pay for it. Chris from finance told my husband he would call him back the next day with an update. Well wouldn’t you know we never got a phone call. My husband had to call today because it’s raining again, he spoke with Sales Manager David that informed him they will in fact NOT be paying for any repairs due to that it’s been 6 months since we purchased. So I recommend AVOID THIS DEALERSHIP! Zero stars! In the photos you can see the dates that I took these pictures of all the error messages we’ve gotten. Too bad the car didn’t give us a warning message about doing business with this dealership when we test drove it.

Arlena Gray Jan 17, 2022

Purchased a 2013 Ford F-150 4WD SuperCab 163" XLT from this dealer. Our salesman Jonathan was decent with answering our questions, as this is the first time we have purchased from a dealer and wanted to make sure we knew all the details. He was quick to have us fill out the paperwork and as soon as my husband signed the credit check he said “congratulations on your new truck” we were both confused, because he never said “this document is this, and the truck will be yours” we were caught off guard and said we needed to talk for a few minutes alone. We decided to go through with the deal anyways because it what we were looking for but it was kind of an odd start. He said they were just checking the truck over before they bring it around front. This was on 5/22/21. Fast forward to taking the truck an hour home to Oceanside, my husband noticed the odometer was in km not miles as the truck was originally in Canada. They sold it as 130,000 miles but it was actually 80,000 miles. We tried for hours to get in contact with Jonathan and left a message for him saying we needed to update the title information of mileage. How does a dealership not see that error? Oh well, we made out ok on that deal so tried to look past their carelessness. We parked it in our drive way for 3 hours and came back to take it on a short drive and there was a puddle of oil underneath it (see photo). The oil was barely touching the dip stick, and apparently according to their records it was changed less than a month ago. We tried to call Jonathan yet again and he still wasn’t answering, so we spoke to the front and apparently he just left for the day so we talked with a manager instead. He said “oh wow, yeah if you bring it by our service department can look at it Monday when they open” so we had to drive another hour back to the dealership the same day we purchased the vehicle from them to leave it. The sales people were more concerned about the mileage issue then it leaking oil, and said “oh yeah it was just changed last month and they even put new tires on the back!” Well the tires on the back are bald on the inside so that also doesn’t add up. How does even the most basic mechanic not see the oil not touching the dipstick? Or the puddle of oil that must be in their lot from this truck? We ended up coming back the following morning to get our money back as apparently they are incompetent, and their service department has no idea what they are doing. We sat in the waiting area for the sales manager Peter for over an hour as we could see him just sitting at his desk, then taking a smoke break. When he finally came over to us and we voiced how upset we were and that this should not happen he kept brushing it off. His response was “well it is a used vehicle, these things happen it’s to be expected” sorry, but that is a xxxxxxxx excuse to send a vehicle off their lot not being properly inspected. He did nothing but make excuses for why it was ok that the vehicle was not thoroughly examined. The worst experience I could imagine, and I’m not sure how this dealership has any positive ratings at all. They were quick to sell us the vehicle but as soon as it was ours they ignored our calls and treated us poorly. They then went around and posted the truck for sale for $4,000 more due to their mistake on mileage that we caught. You should not purchase a vehicle from a dealership and need to return it the same day, what a joke. Save your sanity and look elsewhere for a vehicle these guys are awful. The refund process alone was extremely stressful and slow. They consistently lied to us about the check being ready, or sent out. Took almost 3 whole weeks to receive our money back.

Unsatisfied Jun 10, 2021

The level of customer service was absolutely terrible. On Monday morning, I called and scheduled an appointment for 12 pm. My car would not drive, so I got it towed and it was dropped off at 12:02 pm. When I scheduled the appointment, they said they would give me a call when it was dropped off. They did not call right away - ok, maybe they are busy and/or want to look at the car before calling me. By 2:30, they still had not called, so I called them. No one answered and I was stuck in an endless loop of automated menus. After calling multiple times, around 4 pm, I was finally able to get transferred to someone's voicemail - I left a message. At this point, I didn't know if they had even moved the car to a safe location or if it was just sitting in their parking lot. An hour later, no one had called me back, so again I called, and in their endless message system, there is an option to speak to the general manager - I selected that number, and it immediately hung up on me. I thought maybe it was a mistake and they hung up when trying to answer, so I called again and selected that option, it was not a mistake, it immediately hung up on me again. By 5:30 pm, I had called at least 10 times without being able to speak to any with knowledge of what was going on - at this point, I was desperate to at least make sure my car was safe - I was thinking I might need to take an Uber to their service department just to see that my car was there. I was finally able to get ahold of someone who could look in the system and see that my car had arrived, but that's all they could tell me. The next morning, I called again - the person who I was able to talk to said there was a car that was dropped off the previous evening - 12:02 is not evening and I kept trying to tell her that, but she would just interrupt me or say she's putting me on hold. Eventually, she said that the car that "was dropped off yesterday evening" had not been looked at and they were shorthanded because they had an outbreak of Covid - in my opinion, that is why she kept saying evening, so it wouldn't seem like it took them so long to look at the car. At 12:30, I was finally able to get some information on my car and they determined that it was a transmission issue and would not be fixed until the end of the week (the TCU had a 10-year warranty and my car was 10 years and 1.5 months old - terrible luck, but that is not their fault) - they took 24 hours to even look at my car. I told them I had an important meeting Thursday and would need a car Wednesday night-Thursday, they said they would call back the next day with an update and rental car information. The next day at 2 pm, they still had not called and the previous day they told me the rental car place closed at 6 pm. I called multiple times and left two voicemails and no response. Near 3 pm, I called again and told the receptionist who I had spoken to previously that I needed to get ahold of someone so I could get the rental car before they closed and he had to go search for someone, who called me back 30 minutes later, near 4 pm. I was able to get a rental car and that worked out well, which is the only reason I am giving them 2 stars. When I went to pick up my car, no one in the back working on the cars or walking around was following Covid protocols - they were not wearing masks and some people were standing/walking and talking right next to each other. Additionally, the inside of my car was dusty and the steering wheel was filthy and sticky - indicating they did not clean it at all, meaning they could have left Covid infected droplets all over the car because they weren't wearing masks. Remember, the excuse they gave me on Tuesday for the delays was that they had multiple people get sick...I wonder why.

Alex Feb 16, 2021

After having a great purchase transaction, I go to take possession of my new SUV and find that the interior is beyond dirty; it was filthy. I was told the vehicle had been "detailed" which generally means, wash, wax, vacuum, shampoo, interior cleaning and a few other cleaning items. Especially being we are in an era where cleanliness is a key point in everyday life, but AutoNation Tustin doesn't seem to care about how clean they deliver a vehicle to their customers. I have a 3 month old and I wasn't about to let her sit in the vehicle until it was properly cleaned. We picked up the vehicle on a Friday evening and told we could call in on Tuesday morning to have the vehicle detailed and some paint work performed (used GMC Acadia). Tuesday comes around, 3 phone calls and 1 email, no response. My wife and I decided to drive down there and no one was able to help because Darryl, the Fleet Manager, was the only person aware of what needed to be done (or so I was told). Wasted an entire weekend waiting, where I could have just done the work myself or took it to a local car wash to be done right. We left upset and I was so mad I went home and spent the next 4 hours cleaning the SUV myself. 45 minutes was vacuuming alone! I shampooed the stains off of the seats and headliner, hand scrubbed the grime out of the plastic trim, pulled out under arm deodorant and other personal items that were left in the vehicle, and dug out old food stuck between the seat rails. Disgusting! The following day I get an email from Darryl saying he made an appointment for the following Tuesday. I responded with pictures of before and after my cleaning and told him I was not going allow another day to go by without full use of the vehicle we just paid $26K on. He promised at the return visit that the work would be done right and we'd be happy with the result. Tuesday comes around and I dropped off my car. Darryl stated he had informed the General Manager what had occurred and that they would both make sure the issues would be corrected. He asked that he could keep the vehicle until it was "done right" and offered up a loaner car. I declined the loaner and told him to keep the vehicle for as long as needed, just make sure it's correct when I return. Thursday (2 days later) I get a call that the car is done and I am told by Darryl "It looks beautiful" and that he and the General Manager made sure of it. Upon pickup I can tell it wasn't fully detailed. It was spot cleaned, once again. Marks still remained throughout the vehicles exterior, interior appears that only a few areas were spot cleaned by a shampooer and there was dirt still in the areas that I hadn't fully removed. After I had spent 45 minutes vacuuming you would have assumed most of the dirt was already removed. If they had shampooed as is standard in a full detail, the remaining grime and dirt that I could not fully remove using a home vacuum, would have been removed. Nope, they just went over spots that my hand scrubbing and over the counter cleaners couldn't remove. When I started pointing out the issues to the car sales person who was returning my vehicle to me (Darryl had left for the day) he didn't care. He didn't document any of it and he didn't even call over a manager to look it over and address my concerns. At least he left a note on Darryl's desk to call me. I got a follow up email from Darryl and he offered to have me bring it back once again to keep doing it until they got it right. To me that's unacceptable. Get it done right the first time! I was offered to top off my gas tank, but I have already lost more time and energy on this transaction than a tank of gas. I plan on taking it to my local car wash and having them shampoo the interior and clay bar the exterior for the imperfections. My other vehicle is due for replacement as well, but AutoNation will not receive my business. In addition to the vehicle I added to this purchase an extended warranty, maintenance package (which I intend to cancel) and appearance warranty. The only positive was the pre-sale.

Sal Hanna Aug 28, 2020

2018 Infiniti GX30 from this location. We went here as they had the exact model we were considering and at a reasonable price. Upon arriving we were greeted by Chris the sales man we worked with during this transaction. He was not aware this car was on the lot and stated he would check the computer first. We walked the lot prior so I went ahead and pointed it out to him, he said oh must be new to the lot! While Chris's product knowledge was not too strong on this make or model as it was evident we knew more about it than he, he was pleasant and at least tried to build rapport. Part of making the decision to purchase was a fair trade in amount for our 2013 Audi A5, Chris said they will look at it for about 10 minutes and let you know. Well, 30 minutes later they gave us the amount of which they would use for trade in. We both decided the purchase price was fair and reasonable as well as the trade in amount so we said we would move forward. We were told oh, 30 to 45 minutes we will get you out of here! Anyone who has bought a car knows that is not the case. During the next 3 hours we worked with Sameer who is in the finance department and stated he had just come from Mercedes Benz. He ran my husband's credit and pointed out how excellent it is but when I inquired more about the APR of 3.99 I was told the difference is only 6-14 dollars per month if it were lower. When I mentioned already farming out different used car loan APRS, he asked what I saw and from where. Sameer said he would work on a lower APR not the following day but the day after as he is off the next day and will be going to LA with his wife as he works 6 days a week. He said he would know about midafternoon the 29th. My husband called him late afternoon/early evening as he did not hear from Sameer to which he had no answers and it was clear he didn't work on it. He then asks my husband the rates he saw and with what institutions...again. I guess I'm utterly confused on what finance job description looks like on paper because I was under the impression they qualify individuals, work out terms and APRS. So why would we need to tell you the APRS we saw if you work with so many banks as that was stated to us numerous times. He then calls my husband back a few hours later and says you are going to be so happy with what I have for you. No, the good credit he worked for will make him so happy, not you doing the job you are paid for. My husband went in to sign paperwork for an APR of 2.89...1.1 less but only because we pushed not because of his score. We are told they will contact our current loan servicer and pay off the Audi loan. Fast-forward 3 weeks and we had to make a payment on the Audi, a vehicle we no longer have in our possession that has been with AutoNation since 7/27 because the loan wasn't paid off. We have called more times than can be counted at this point and we are at 30 days and the Audi loan still isn't paid off. I am beyond disappointed with AutoNations lack of follow up, follow through, accountability and professionalism. We had to do the car research, APR, should we also do the payoff too?? At this point we should be paid for the amount of work we have had to do on this. Not once was even a carwash offered, we are out monies from a car payment we no longer have in our possession and you are sorry. We have called day after day week after week and you are sorry. Sorry is no longer good enough! The finance department is incompetent and I will never purchase a vehicle from this location nor refer anyone in their right mind to purchase here either...unless they like to babysit adults for free.

Larissa Gonzalez Aug 26, 2020

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