Kaylon Newcomb

Review of AutoNation Dodge, Katy, Texas

The absolute WORST car buying experience I could h...

The absolute WORST car buying experience I could have ever imagined. I will never buy from them again, and highly recommend you don t either. We purchased a used car from AutoNation that had just gotten on the lot that day. While test driving, we noticed that the tire pressure light was on. The saleswoman assured us that there are "vigorous tests" that would show a problem with the tires and would be fixed. Well, a week and a half later, (after replacing the windshield and tint) we finally were able to pick up the car. The day after picking the car up, I had a flat tire while driving home. I took the car back to AutoNation, where the service department vigorously (which took all of about 60 seconds) inspected the tires and told me that not only the flat tire, but the second back tire, had nails in them. The service MANAGER told me that it wasn t his problem. I quickly reminded him that it was his problem, 1 since I was still under my 250 mile return policy , and 2 because the tire pressure light had been on when we test drove the car. So, instead of the vigorous tests that we were promised, AutoNation put air in two tires, knowing that they had nails in them. Luckily, the guy working in the service department stood up for me. Two brand new tires at no charge, and I went on my merry way. 2 weeks later, while inspecting my tires, my husband noticed that a lug nut was missing from one of the tires that had just been replaced by AutoNation. But not just the lug nut, the key lug nut. For weeks, I was driving around with 4 lug nuts. I called and asked to speak to the sales manager this time, since the service manager was so rude the last time, and was quickly told by a receptionist, He won t take a cold call, I need to tell him what this is about. So I made my whole spiel, and she cut me off by saying that she was going to leave a message for him. (Duh.) I responded with, Ma am, please let him know that you have a very upset customer on the line, and that I would really appreciate a call back. She then told me, I will give him the message, but he probably won t call you back today, maybe tomorrow. Wow! What customer service After speaking to the manager (might I add that he called me less than 10 minutes after she gave him the message), he reassured me that he would have the lug nut key replaced on all 4 of my tires, and to just come down to Katy and he would take care of it. In the meantime, I still hadn t gotten my license plates, which I asked to be mailed to me. So, I call, and was told that they called my husband s number a month ago, didn t leave a message, and that the license plates were there whenever I was ready to go get them. But what about them being mailed? I go to Katy to get the new lug nuts that I was promised and my license plates and dealt with a man in the service department that was clearly having a bad day and didn t have time to make mine better. Again, there's that customer service The service guy that I dealt with previously, thankfully recognized me and took over. He was going to and from the back speaking to the service manager about the lug nut crisis. Not once did the manager come up and speak to me personally, or tell me that he was sorry, or take responsibility like a manger should, nothing. He just stood in the back and wouldn t face his employee s mistakes, under his supervision. Ridiculous. Instead of them having the lug nuts like promised, I had to drive to a different AutoNation to pick them up. Do yourself a favor, save yourself some time and energy, and do not buy from them.