I called Autonation Ford to schedule a service appointment. The employee that answered gave me 2 impossible options along with new information that they have no rental cars available. This seems odd since Ford sedans are pretty much the most common cars in my area & I paid more for the warranty that is supposed to guarantee rental cars. So I hung up to call a locally owned Ford dealership, the same exact employee answered from the same call center somewhere in Florida. I hung up and called the next day (Wednesday). An employee named Keshawn answered and was very helpful while scheduling me for a time I would be able to wait for my car & sent me a confirmation email for the next Monday 3:15pm. The following Saturday I received a voicemail from Keshawn saying he was going to reschedule my appointment with absolutely no reasoning or consent then he sent a confirmation email for an appointment on Wednesday 7:00am. Those are 2 completely different time frames so that made no sense to me. I called the call center at 8am, Monday (day of my original appointment) to ask to speak to my Service Representative Chris, whoever answered the phone told me he would leave a note for Chris to call me immediately since I changed my work schedule in order to make this appointment. After 2 hours of no response, I call again to say I just want to speak with someone at my dealership, not the call center. Again the employee said they would leave a note for the next available person. After another 3 hours of no response, I call again & finally get transferred to Chris. He has no idea I have been waiting for a call from him all day. He tells me it is absolutely no problem for me to drop my car off today but I can’t wait for it because the time of the appointment (another lie told by the call center employees). When I drop my car off at Autonation, I expressed these concerns with the service manager and they said there’s nothing they can do because this call center has been a headache for them for the past 3 years. I don’t know who’s lied during this experience but I can guarantee I will never be a Ford or Autonation customer ever again because of this cherry on the top of issues I’ve had over the 3 years I’ve had this hot wheels car.
— KAYLA BRADLEY