This AutoNation dealership is one where we have had a consistently unsatisfactory experience. Proximity to home forces us to patronize this location, but I would change providers immediately if a closer location became available. This location offers little continuity in terms of service advisors; they turn over regularly, nobody knows your name, and they can rarely find your information in their computer system. Few if any seem to have an expert grasp of internal systems or procedures. This location's Service area is dated, run down and uncomfortably crowded. Service Writers are crowded into a central "bullpen" with no privacy, no personal space, and no sitting area for customers. During busy times, you are in the middle of a loud din trying to make yourself heard over several competing conversations within a 15 foot radius. This is a 1970's environment that is hardly conducive to conducting business, let alone creating comfortable customers. The service experience itself has always been fraught with mistakes, miscommunication, and delays. Yesterday, Steve, our Service Writer, could not find us in the computer. Then, he insisted that our service plan had expired. When he finally found our very much active plan, he told us a very inaccurate story about tire balancing. He then promised that our tires would be balanced as well as rotated. This work was not performed. After dropping our vehicle on-time at 10am with a promised ready time of 1pm, we had to make several calls to the Service Department, all unreturned by Steve. After finally reaching him at 3pm, he indicated that the vehicle had been ready since 1pm as promised. The team's lack of responsiveness created undue confusion and stress for us, nd made my wife late for work. Bottom line: this dealership makes customers feel anonymous via their lack of personal service. They force customers to put up with long hold times, and they often lack any sort of timely communication or follow-up skills. Service Writers often provide inaccurate information about needed services. Unfortunately, this incompetence stands in stark contract to the Collision Center, where Bryce Christian and team have always been complete gentlemen and honest, hard-working partners when we have needed them. PS - pricing information is inconsistently posted on new cars, making new car shopping another dicey experience, forcing interaction with parking lot hunting sales people when you are only in browse mode. I have worked with other AutoNation dealers where I was easily able to conduct the entire buying process over the phone with a hugely accommodating sales person, allowing me to limit my visits to the dealership to one - to pick up the vehicle. This is my preferred buying methodology, but it would be impossible to carry out at this North Fort Worth location, as they still seem to be stuck in a dated, adversarial 1990's sales and service model.
Jeffrey Saltow
Feb 14, 2020
