Charlayne Sullivan

Review of AutoNation Ford Jacksonville

Very surprised, and HIGHLY disappointed with the l...

Very surprised, and HIGHLY disappointed with the level of customer service, integrity and pricing.

1 - On two separate occasions, the reps assigned to us to contact went on vacation, didn't notify us, and our vehicle ended up being in the shop over a week each time, for pretty standard repairs.

2 - EXCESSIVELY overcharged us twice. Not only overinflated price, but exaggerated time needed to do repairs.

3 - Once we complained, pricing was drastically changed, but still excessive, with no change in parts or real labor time. So, were you overcharging us to begin with?

Originally tried to charge us $1,400 for a routine alternator replacement on our shuttle bus, a repair other companies were going to charge less than $350 to do. Shuttle wouldn't start so we made the wrong decision of towing to the dealership, thinking they would do a better job, but they wouldn't give an estimate over the phone. We figured it might be about $200 more at a dealership and were ok with that.

When we got the estimate of $1,400 and complained, eventually they reduced it to $800 (for the same job). We didn't get our vehicle back until 8 DAYS LATER, for a job that should have taken an hour. And no, there were no complications. And it wasn't due to waiting on a part. It came next day, once they ordered it. If you ever go there, wait with your vehicle or call them every 2 hours or you could be put on the back burner.

Everyone knows you pay more at a dealership, but 3 times more???!! The previous time we had a full brake job and some belts replaced and they charged almost $5,000!

Shame on us for trusting to have our vehicle towed there the 2nd time, and for trusting that a dealership experience would be stellar.

The only reason why I gave them 2 stars is because the repairs were done and appear to be good. But we could have gotten that pretty much anywhere for much cheaper prices, and more responsible and responsive customer service. Maybe this is what dealership experiences have come to? If so, it's definitely time for us to use small businesses/shops.