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Recent Reviews from AutoNation Ford Memphis

Where do I start? My truck broke down at the end of June. i called Ford Wolfchase to schdule a tow and an appointment for warranty work to be done. i spoke to Barbara and she said it woukd be the 28th of July before it could be looked at. i made the appointment and called the other autonation location. the Mt. Moriah said the 15th of July is wjen they coukd look at it. I had it towed there. the truck sat. no one ever called me. finally around the 23rd of July, (10 days later) i called to get an update. A service writer thats wasnt mine said it was diagnosed yet because they were waiting for a diesel mechanic. (my truck is gasoline). So i had it moved to Wolfchase because i had an upcoming appointment on the 28th of July. i have bought at least 3 vehicles in the past 7 years from Wolfchase Ford. Since the wait is so long to get diagnosed and apparently appointments don't matter, the ticket was escalated to corporate. the customer service rep assigned to my case at the Ford Call center can't get any clear answers as to when my car will be diagnosed. they will not give me a rental car until diagnosed. I've been borrowing cars because the vehicle that's in the shop is my daily driver and the spare vehicle i have is beginning to have issues. i am forced now with the decisiin to filed a claim against ford under the lemon law since the warranty can't be completed. the customer service rep wants me ro rent a vehicle and they reimburse me. that could be in the thousands of dollars. i am not willing to charge up a credit card nor willing to pay for a new vehicle which has given me nothing but problems. to top it all off, my service writer told the Cust. service rep that "appointments aren't made for service". this is a lie because i called at the end of June and spoke to Barbara who made the appointment. She made the appointment for the 28th of July. I still have the email confirming the appointment. here we are over 6 weeks with my truck broke down and no vehicle. I'⅕m going to have to buy a new truck. Im disappointed as i really love my Ford truck's spacious cabin. im upset im also getting the run around and no regards to being out for a month with no vehile. no follow up with the service department. I get that the shops are behind, but Ford corporate should send these dealerships techs from other locations or accommodating with loaner cars. i guess I will have to switch to GMC or Chevy.

Hollie R Wallace Aug 16, 2022

Quite an Experience: The good part was that I got a vehicle, but that is about it. No one was prepared to see me even though I made an appointment for a specific car. When I got there no one knew what was going on, didn't have any idea of what I was looking for, and essentially went searching for a car that I didn't ask to see. When they finally did figure out what I was there to see after I had to inform them myself (they had the wrong car, wrong color, etc)they had to go get the car, I was shown the car while it was DIRTY and had a smell...Luckily for them, I could look over the cosmetic issues with the car. Once I stated interest I made an appt to buy the car, the finance team ( I call the bullies) tried to offer sub-par financing deals even with a buyer with A1 credit, with the payment they treated us like we were trying to rob them. The whole transaction was odd. In the agreement, they included my tags, but the next day tried to back out of fulfilling their obligation because we didn't finance with them how they wanted us to. The salesperson that had fronted the sale of the car was the messenger with this info, when I expressed my dissatisfaction with the info and requested I get what I paid for, he broke contact. I then had to go through a series of other people to verify that my vehicle registration was included in the sale and that they were obligated to give me what I paid for. I asked for additional receipts that I was told I would receive "after the payment went through" and it took extensive measures just to get that to happen. The only reason I got the receipts when I did is because I threatened to use their 5-day warranty against them and return the car for a full refund. They had to repair the tire sensor, ( their "we owe" agreement) because it was in the agreement when purchasing the vehicle, acted like they kept forgetting that aspect, and kept instructing me to "call and make an appt" which another sales person had to handle not the original salesperson. During this, I asked to speak to a manager due to the various issues, and the GM, nor the store manager called me back after multiple requests. I have actually waited over a week to see if they would call and still NOTHING. The second salesperson made some empty promises that she did not adhere to when I did bring my car to get the sensor fixed like topping off my fuel, I mentioned what she said and she just looked off like she didn't hear me. Once my car was fixed I just wanted to go home, the "free detail" wasn't even that. The windows were still dirty, had new fingerprints all over the windows and someone drew dots all on the front and back windows...(weird) If you are willing to put up with some shady behavior to score a car you want...keep your guard up. But if you can find the same elsewhere, GO ELSEWHERE. I have never been treated like this at any other dealership I have dealt with. I'm glad I found my car but customer service has gone wayyyyy down in the last few years.

Leslie Davis-Thompson Jul 28, 2022

BUYERS BEWARE My husband and I went Friday (9/17/21), to purchase our QuickMetallic (silver) 2019 GMC Terrain SLT. We got there, and were first shown the wrong Terrain. The one we were shown was white. The salesman (Sal Gallina) was certain that was the only one on the lot. I told him it wasn’t. They, then, found the right one. We inspect it, ask questions, raise concerns, and were told “I’ll have our mechanics look at it” “I can get this fixed” which none of that ever happened. The car sat in the same spot the entire time we did the paperwork. Test ride went fine, but my husband asked about the sputtering, and when the last tune up was. The salesman (Sal Gallina) said he’d find out and ask his mechanic. Again, never happened. We told our salesperson (Sal Gallina) that we were aware our credit was not the greatest, so we anticipated a high interest rate. There was a lot of back and forth with the man (Moses) financing our vehicle. “Is there going to be money down?” “Can we get 3 months of bank statements?” and so on. The finance guy (Moses) told us he had “eaten some cost, and took the price down $2500”, which he didn’t. Then Moses told us he was able to get $XXX a month, for XX months at an interest rate of X% and a warranty. I told Moses quickly we do not need a warranty and that we had a GM certified mechanic in the family. Moses said Santander would only finance us the car if we had a warranty on it “High miles”. So I said okay. After doing some research, I found out that by law, lenders are not allowed to require you to purchase any type of warranty, GAP, etc. That warranty, come to find out, was $3700. Now we’re signing papers and its close to closing time. Moses is quickly trying to get us to sign papers so “the security guard doesn’t come and kick us out”, and we bought into that because it seemed realistic. He got us to sign everything swiftly and out the door we went. The next morning, I got five alerts for inquiries on my credit. They ran my husband and I’s credit five times. Totally ran out scores into the ground. To conclude: They lied about the lender not wanting to finance a vehicle with a warranty because of “high miles” and tacked on $3700 to the price of our car with the warranty. They did not take $2500 or “absorb some costs” by any means. They did not address any concerns that we had about the vehicle. They ran our credit FIVE TIMES. They got us to “sign everything quickly” so we wouldn’t read anything that we didn’t like. They gave us an absolutely outrageous payment and interest rate. So BUYERS BEWARE.

Savanah Ashlyn Dowling Sep 21, 2021

I first found the vehicle I wanted online. I sent in a submission form online. The sales person then contacted me about the vehicle. It was a used 2015 Chevy Express work van and Auto Nation Ford had 3 in my price range. I wanted to come and look at them but the sales person said they were not ready to go. He sent pictures of vans along with VIN's. He then said I could come to the lot 1 1/2 hours away to pick the van best suited for me. I made the drive, looked at the van, drove it, (I had to boost it off with my van, then put gas in it just to test drive it.) I liked it and tried to negotiate the price to which the sales person said " The price is a no haggle non-negotiable price that is determined and set at another division." So, I agreed to the asking price. I asked the sales person to get me a total (I was paying cash) while I was gone to get lunch and I would be back to purchase it. The S.P. called and told me the van still had to go through service and those cost would be added to the non-negotiable fixed price. I asked S.P. if I could just purchase the vehicle as is, as I do all my own service. S.P. checked with the manager and said it wasn't allowed because of the open recalls. I said, ok, call me when you get a price together and if its still in my price range I would buy it. The next day I called the s.p. back and asked to speak to a manager as nothing seemed right with how things had gone. the S.P. agreed. That afternoon the general manager called me and asked me what was going on. I told him what happened and about the pictures with VIN's . He immediately asked me to send him the pic of the VIN. so that he could be sure it was the correct vehicle for that price. He then sent me a text saying he was going to honor that price and was going to do the paper work and email it to me , which I was relieved to hear. However, I never got an email that evening. I called the G.M. the next morning to notify G.M. to which he suggested to check my spam folder. I told the G.M. there was nothing in it either to which his response was.....I have the sales person working it up now. About 10 minutes later the S.P. sent a text saying he had one of the other vans he was writing up for me. My response was, I was quite satisfied with the one I had already driven and inspected. We then talked on the phone and after bringing to light that most everything I was told or assured of had been false he began yelling at me. I calmly asked "Why are you yelling at me?" He soon calmed down and went back into sales mode. They had sold the van they had promised me. Being a business man and leaving my emotions out of it , I drove to look at one of the other vans that night. It wasn't nearly as clean as the 1st van but it was still in my price range and I needed a van. I agreed to purchase that van. I was not happy about any of it. While filling out the paper work, the S.P. had me sign a recall notification form that, you guessed it, had the same open recalls as the 1st van that they couldn't let go of until they were completed. Someday when I am sitting in a deer stand somewhere, I an going to try and count up how many lies I was told during this process. These guys are dishonest to put it politely.

Tracy Cowan Mar 22, 2021

To be honest, nothing went "particularly well." The only "positive" of our experience was that our oil did indeed get changed. The service was subpar and we were not welcomed with much kindness. Legally and morally, it is mandatory for your workers to wear a mask (over mouth and nose). Our experience was the exact opposite: when dropping off the vehicle, our agent was nicely wearing a mask, yet no other employee was, and sometimes these non-mask wearing employees would breach our personal space without a mask covering. We are people at risk and if these employees had given us COVID, there could be significant repercussions. Later, when we picked up the car (after waiting 3 days without being notified well about any advancement in our car's service) the situation worsened. At this point, neither our agent nor any other workers inside or outside the building were wearing masks (some had masks under their chins and some did not even have a mask on their person at all). Our agent would continuously breach a safe 6 feet social distance with us while not wearing a mask and I was asked to pay inside in the Financial director's office, who was also not wearing a mask. I felt that my personal health was being put very much at risk. Later, our agent spent about 20-30 minutes looking for our car keys that were misplaced, showing a disregard to us and disorganization in the facility. After finally finding the keys and bringing our car to us, he realized that one of the service notifications in the car was still turning on despite them "having fixed it." Our agent sat in our car for about 5 minutes trying to figure out this issue without a mask on, further spreading any possible germs in our family car. We do not know if, in fact, this issue was solved or not in the car as the service notification continues to turn on, and we will be dealing with that issue at another car shop. In conclusion, it seems to us that this car service center has a complete disregard for public health, their customers, and any organization and they have lost all future business of car purchases and services from us.

Anna Panetta Jul 16, 2020

This is going to be a long one, but unfortunately, I need the word count to describe how bad my experience with Autonation Ford was. I made an appointment to get my car serviced back on March 23rd because we had a long trip upcoming. The check engine light was on (already diagnosed by Autozone) and, more importantly, the car was making a grinding noise when it moved. We were told the the service desk would contact us that day or the next with a diagnosis. I called every day for a week until someone had finally looked at the car. We were told that the evap purge valve and solenoid needed replacing for the check engine light and the hood retention holder was causing the scraping noise. The repair was expensive and the hood retention holder causing a scraping noise seemed suspect, so we wanted a second opinion and ended up just paying for the diagnostic. The lady at the service desk conveniently left off the coupon we had used every time she quoted a price. In the end, she still did not apply the discount and I luckily caught it while signing the receipt. All these issues were annoying, but not critical. However, the morning after we got our car back from Autonation Ford we took it to a local repair shop to get a second opinion. A couple hours after we brought in the car, they called to say the grinding noise that Autonation said was caused by the hood retention holder was actually the result of the ball bearings in one wheel being seized, causing the CV-axle to crack almost all the way through. They said we would have been lucky to make it out of Memphis. They fixed the car by the early afternoon (about 6-7 hours from dropping it off) for less money that the simple problems Autonation Ford had identified. To sum up, I spent $140 in a frustrating, week-long process to get an incorrect diagnosis that could have ended badly a couple hours after setting off on a long drive. I would have left a review earlier, but Autonation Ford promised a refund immediately after I wrote them. I have not gotten a check or had my emails returned since. I certainly do not want those mechanics to touch the car again. Avoid this place, you can do better.

Joseph Cremaldi Jun 24, 2020

jcr Jun 24, 2020

My son's car engine light was on, I told him to take it to Ford since it is a Ford Mustang. He took it there on 1-2-20 and was told he needed new spark plugs. He called me and I told him to get the work done. My credit card was charged $287.27. He picked up his car, engine light was off, by the time he made it home the engine light came back on. We tried calling but no one answered. I told my son to call the next day, he did and was told to bring it back in, he did and waited 2 hrs before they looked at his car. He was told that he needed to get all his spark plugs and wiring change to a sum of $550.00. He called me and I was speaking to him on the phone while he was there. I told him to tell them that we just got the spark plugs changed, but when I looked at the receipt, I realized they only changed one spark plug for $287.27. They quoted my son two more prices, one for $400.00 and the other $371.00. I told my son to leave because I didn't like what he was relaying to me. I called back and asked to speak with the Manager, the Manager did answer and told me he will call me back because he had someone in his office, he gave me his number, but he never called me back. I called him the next day, no answer. I left a message. I called again and finally got him, day three, he said things were very hectic and he had not had a chance to talk to the mechanics that worked on my son's car. Not sure when this will happen, I decided to take my son's car to another repair shop because his engine light was still on. They did a diagnostics on his car and determine what it was. They didn't mention anything to me about spark plugs and wiring needing changing. He got his car repaired. Out of curiosity, I asked the mechanic how much do they charge to change spark plugs and wiring and he quoted me $325.00. Wow! This is about what I paid for one spark plug. I believe I'm due a refund because $287.27 to change one spark plug, which was not the reason the engine light was on, is extranomical. I have to pay my credit card for work that did not repair or even come close to repairing my son's car. My son is young and I tried not to think he was taken advantage of because of his age. And I hope I wasn't because $287.27 is a lot of money to pay for nothing in exchange,

EAN Jan 28, 2020

My interaction with AutoNation Ford started off extremely rough as I brought my EDGE in on MLK Monday and left it with a Service Manager on that date to receive a tune-up and road check evaluation, as well as I had requested to have the vehicle checked for an irritating "knock & ping" that was occurring with slow or fast turns , left or right, tight or wide. The service manager I left the car with explained that due to the holiday it might not be evaluated on that Monday (but, I came in with that pseudo-expectation). On Tuesday, by 2:00 p.m. I had not heard from anyone,...so I called to learn that my service manager was unavailable, but someone would get back with me. I called again around 4:30 p.m. and another service manager explained that my guy had gone homw sick, and in his attempts to look up the vehicle,....he informed me that HE HAD NO RECORD of me having brought the vehicle into their shop! So, of course I became extremely worried. I asked this guy if he could confirm that my car was their (whether it had been worked evaluated at all...), and he replied no. So,...I was truly concerned. I came by the dealer on Wednesday, and spoke with a service manager named Steven Justice. After telling Steven my recent two-day history (particularly the concern that they had misplaced my car), and learning that the other service manager had left severely ill on Tuesday and had not setup a service ticket across a 24-36 hour period, Steven became SUPERMAN! He took over the ticket, and we found the automobile on their lot, and he got things going with moving my service, because he was well aware that they had dropped the ball on my service opportunity. Steven got technicians involved and kept me informed as progress was made on Wednesday and then on Thursday morning. He was also great about talking me through a more budget friendly option for replacing my left front axel which was what the technicians and Steven concluded was the knocking and pinging issue. (Also, on Thursday morning, I did receive a call from the Manager of the Service department (I believe his name was Craig). He called to explain and apologize for the mix-up on my ticket never being properly handled by the original service manager. He had not known that I had come in there and already taken things into my own hands and connected with Steven. I gave Steven a big kudo for taking over my ticket and putting me back at ease. To close this out,...I was extremely happy with Steven Justice and the way he handled my service ticket. He was very professional, and made me feel at ease regarding how we talked through the repair options. I would rate Steven high in his customer service, and attention to the customer's needs. I am unfortunately having to also place in this review, that after a somewhat costly axel replacement, I am still experiencing the knocks and pings that I was so desperately wanting to eliminate. So, sadly,...I am of the belief that the axel replacement was not the problem, and this concerns me. I live in Little Rock and commuted up to Memphis and AutoNation because McClarty Ford-Lincoln in North Little Rock had done such a shameful job diagnosing very simple issues on my vehicle. I thought I had found a great alternative in AutoNation, but since my problem still exists, I am still concerned about ever trying to find a Ford service department that can properly diagnose issues. I am closing by saying that Steven Justice was AWESOME! I am under the impression that he had to follow the suggestion and evaluation of his technicians, and that's how we got to this point. But, if it had not been for Steven, I would probably still be having my vehicle in AutoNation Ford's Service department, so I am thankful for the way he stepped up and took over my service request! My 4-Star Rating is for Steven Justice (I'd actually prefer to give him (just him) 5-stars,....but unfortunately I cannot overlook some of the other issues and the fact that my vehicle is still knocking and pinging on turns. 5-Stars for: - Steven Justice - Tune-up completion and road readiness evaluation - Oil Change - For AutoNation Shuttle service coming to get me from the MEM airport on the day of pick-up - F/U and apology by the Service Department Manager (Craig??) 2-3 Stars for: - What appears to have been a costly misdiagnosis of the axel issue. (the noise is still present...)

>> Sean F Jan 31, 2019

I will not visit another Auto Nation. I purchased a used 2012 Tahoe on December the 13th. Before I purchased the vehicle I spoke with my sales person Derek and a manager whos name I don't recall. I asked for two simple cosmetic fixes. 1) was to have a missing button replaced on the side of the drivers seat. 2) was to have the a/c buttons repaired as they were scratched off (which is a common issue with Tahoes). I was told by the manager that the parts "have already been ordered and will be fixed" as I was not the only person to complain about these two issues. I did not bring up or ask for them to repair the cracks in the dash (which is another common issue with tahoes). With the manager telling me the parts were ordered and to be repaired I went ahead and decided to purchase the vehicle. While filling out the paper work we added in writing about fixing the a/c buttons but did not write in about the seat button (which was my mistake for trusting their word). I purchased this vehicle for my wife for Christmas. Therefore once the paper work was finished I left the car at the dealership for them to complete the repairs. Day after day went by without any repair work getting completed. I would call Derek to get updates on the repairs only to get the run around, "We are still waiting on the part" "the part came in but is was the wrong one", " still waiting on the parts". After 10 days of waiting I could not wait anymore, as I mentioned this was a gift for my wife for Christmas. I had no option but to pick the vehicle up on Dec the 23rd, without the repairs being completed. When I informed Derek I would be picking up the vehicle he told me he would not be there but he had it cleaned and filled up for me. On my arrival to pick up the vehicle it was not clean and was not filled up....It looked the exact same as when I bought the vehicle 10 days prior. Debris from shoes was still on the floor that could have easily been vacuumed and it had 3/4 a tank of fuel which was the same as the last time I test drove it. I also expressed to Derek of my displeasures of not having the repairs complete ( in a very nice and professional manner) and Derek assured me he understood and would have it taken care of. Once the parts are in he would call and I could bring it in to have them completed. As of this writing, it is now Jan 16th, 2019 and I have yet to hear from Derek one time since I picked up the vehicle. I did receive a e-mail from Brandon McDaniel (an associate of Dereks) on Jan 3rd asking for referrals. I told him about my issues and he responded that he would look into it. However I have not heard back from him since. The bottom line is that purchasing a vehicle is not always the most pleasant experience.. But to have someone lie to your face, to tell you what you want to hear just to get a sale and once you drive off the lot (after the vehicle sat there for 10 days) to never hear from them again takes it to a whole new level. I will get the repairs done myself, but more importantly, I will not visit another Auto Nation, particularly Auto Nation Ford on Mt Moriah in Memphis TN.

Wesley Hardin Jan 16, 2019

I had to have my truck towed to dealer on a Sunday so of course it would not be seen until Monday or Tuesday. So I was expecting a call from someone to go over what I needed done. No call came. I called and called and finally got some on Wednesday, however the mechanic assigned was not available to speak and I was told that it was being looked at and that once problem was found I would be give a call. Thursday, no call. Friday morning i was finally called and I was told what they thought was the problem. Quoted a lot of money, but I had no choice needed it done. So I authorized the repair and was told it would be ready that evening. I got off worked headed to the service shop, it was around 4:00 or so, assigned mechanic was not there and the others there did not know anything about it. So i was to check back Saturday. :( :( I got up Saturday headed to the shop assigned mechanic was off. I never was really able to talk to the assigned mechanic to give a history of what was happening to my truck. I asked if they knew if my truck was ready, that I was told it would be on friday. They (other service guy) looked through M.C's desk found my paperwork in file ready to go, so he handed it to cashier and told me all what was done. I said ok sounds about right. (but i admit because it had been a minute I had forgotten about other issues I was having with truck, that is why I wished someone would have called me 1st so I could explain or I wished the shop would have done a diagnostic) truck drove fine rest of the day. Saturday night the same issues started again, So I parked it and let it rest, of course shop was closed so I could not call. Sunday tested it again but still same issues. Monday car would not move at all it cranked but would not move. I'm so frustrated I just could not take it back to same place just to have no communication or for them to have it for a week again. So I went to shop where I'm used to the service and repair work. That's where I stand now. Out of a lot of money and more to come.

Sakilla Barnett Dec 10, 2018

Let me start this by saying I’ve had several good encounters with Autonation Ford’s service department. Ron, one of the service advisors, is always great and Jay, the courtesy shuttle driver, is always very friendly when he takes me to work at 7am. However, my most recent experience was horrific and I can’t let it go unheard. Since mid-March, I have brought my car in for the same engine repair four times. The most recent time, Mike, the service advisor, told me there was coolant leaking into the fourth cylinder and that the head gasket was blown (on previous visits they replaced the spark plug and ignition coil, both on the fourth cylinder). It took them two full weeks to diagnose the problem and order the part. During these two weeks and the subsequent days, I left countless voicemails for both Mike and Craig, the service manager. No one would ever return my phone calls. In order to get an update after 18 days, I had to show up in person. My ticket conveniently had just landed back on Mike’s desk, at which point he told me there actually wasn’t a problem at all! Somehow we went from a completely blown engine to absolutely no problems! They drove it for three days to confirm there were no problems which seems reasonable. What’s not reasonable is that they drove it 237 miles and to top it all off, they left me with 17 miles to E in the gas tank. This is just the short version of my horrendous experience at Autonation Ford Memphis. I’m leaving out plenty of other details that added to this horrible experience just so this review isn’t incredibly long (but feel free to reach out to me for more info if you’d like). I will never be returning to a service department who doesn’t understand how customer service works, and I wouldn’t recommend that anyone else go there either unless you like being ignored by service advisors and managers, not receiving any updates, being without your car for several weeks, sitting around for hours while waiting for rental car reservations that were never made, being lied to, having your car driven hundreds of miles without your knowledge, getting your car back with no gas, and not actually having anything worked on when something is clearly wrong.

Kimberly Olswing Jun 19, 2018

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