Recent Reviews from AutoNation Ford Marietta

Want to note that before writing any of this, I do appreciate AutoNation stepping up and paying for costly repairs to my recently purchased Jeep. But at the same time, I am still left feeling bitter, especially how I was treated initially and after the repairs. It has been extremely frustrating, and while I know that this is a used car and should expect it to potentially have issues, I never expected it to this extent. I also expected to be treated professionally by the manager at AutoNation, but don’t feel like I have been. — I bought an '09 Jeep 4wd automatic with 83K miles on Friday, 2/2 from the AutoNation Ford Marietta. On Wednesday, 2/7, after driving it a little over 260 miles, it slipped in first gear, and a few moments later I heard a loud thud/crash. It would not engage first gear. I immediately stopped the car, emailed the salesman and waited until the morning of 2/8 to call the dealer. They said to bring it in, they'll take a look at it. I had the car towed Thursday, 2/8, where they took over a week to diagnose the initial problems. I got a call the morning of 2/16 that the Jeep in fact required extensive repairs to the transmission. While they would let me keep the loaner while the transmission was being fixed, I would have to pay for the repairs. I stated that I would not being paying for these repairs as I had just purchased the car and while yes, it was a used car and now my responsibility, I expected to be able to drive more than 260 miles and not require a brand new transmission and extensive, costly repairs. AutoNation did eventually agree to pay for the transmission repairs, however, the manager was extremely rude before agreeing that AutoNation would repair the transmission and blamed me for not purchasing a warranty. When I picked up the car on 3/2, there were extreme alignment issues and a loud knocking sound. The car was driven less than 10 minutes after picking it up and was left at the dealer the night of 3/2. I called in the morning, 3/3, spoke to the salesman again, asking his manager to call me once he was available. When I spoke to the manager, he said that he was “disappointed that they had paid for repairs and that I was now expecting them to pay for more, despite the car driving fine from the shop the day before.” He was, “floored that I was asking them to do more, and at some point needed to accept responsibility.” After towing it to a new shop, I was quoted $2,800 to fix extremely worn track bars, damaged steering, alignment, shock bushing kit, geometry correction brackets, a new sway bar, a new rear sway bar bushing kit, upper and lower HD ball joints, and diff service due to an obviously leaking differential, which the new shop says should have all been caught by the inspection the dealership claims that they do, or the Jeep dealer that inspected the car after the transmission failed, or the additional shop that finally fixed the transmission. I ultimately paid to fix the suspension, but still have parts that need to be replaced—for example, the leaking differential. My question is… How, after doing a "125-point inspection," was this not caught? I trusted AutoNation, but either they did not do one, or failed to mention these mechanical issues with the car after I blatantly asked if there were mechanical issues with the car and they stated that there were none after doing the inspection. After being “inspected" by AutoNation, Jeep dealer and an AAMCO, this should have been caught and brought to my attention. Just a few examples of bullying tactics used by the manager: “This happens to 1 out of 100 cars that drives off this lot.” “You didn’t buy the warranty, so when you made that decision you accepted responsibility for any repairs needed.” “If you had bought the warranty, this would have never been a problem." “Jeep transmissions sometimes fail without any warning.” (in response to mentioning the 125-point inspection) "I am floored that you are asking us to do more.” “Our shop can’t even look at the suspension.”

Lauren Davidson Mar 19, 2018

I will never get my car serviced here again, not even for a simple oil change. I got my Evap Canister replaced at this location a few weeks ago and it costs me $500 (it would have cost me more if I did not price match their quoted price for the parts with http://www.fordautoparts.com- Yes, they will charge you 100% cost for parts even if its discounted on the Ford Part's website, don't let them play you). About a week later, I come back in because I needed an oil change and had also noticed my check engine light came on, which has never happened before. I was told it would cost $140 diagnostics fee just for them to tell me whats wrong with it, even though they just serviced my car the week before. I ended up going to Auto zone for a free test and sure enough I had a small leak in my Evap Canister. I came back in and brought the report to the service manager's attention. He told me I paid for parts and labor only, and that I didn't pay to ensure that the parts they replaced were in proper place or working properly (this thew me off guard and made me wonder why I even paid for their service to begin with). He said this was part of their business model and that he couldn't help me without paying a diagnostics fee. He still wasn't understanding or willing to go back and fix anything even though I told him what the issue was (which was related to the service they provided); not even after I already spent alot of money for them to get the job done correctly. I brought my car to this location to get it done professional and correctly, and yet, I am still disappointed about the horrible service. Not only do they halfway do the job, they also have very poor customer service. They do nothing exceptional to makes sure you leave with a better experience. It would have been nice of them if they could have simply fixed the very small leak on my Evap Canister because I didn't have a leak prior to bringing it to them. They are very unfair! I wouldn't be surprised if they caused this leak themselves just to get me in their shop spending more money. Save yourself the stress and take your money somewhere else where you will be taken care of, valued as a customer and treated with the nothing less than great customer service. Ford Autonation on Cobb Parkway is not worth it, don't even think about it or regret it later.

djval12 Nov 21, 2017

I had scheduled this appointment 2 1/2 weeks earlier as I have to leave my office for the day and work there in the showroom as it's so far from my work and home. I explained to the service scheduler in detail what was wrong...my back up camera was working maybe 40% of the time and now that I am so used to it, it is a very clear safety hazard for me, my passengers, and certainly those other cars around me in a parking situation. The woman was very focused and asked good questions. I explained to her that I felt sure it would need to be replaced, so asked that she have 1 ordered and in stock prior to my scheduled visit. I asked if she'd check with someone in the Service Dept. to ensure this could occur and she came back to the phone and assured me that in fact she would have the part at the dealership on the day of my arrival for the appointment in case full replacement would need to occur. When I arrived, it was clear that there were no notes to this effect in their system and he didn't he even know why I was there. Further I was asked if I had an appointment and it seemed as though that didn't even matter and no one seemed to know why I was there. I thought that was the whole reason for the appointment in the first place. I set up my laptop and went to work while the car was analyzed. As I fully suspected, they came back to me 2+ hours later to tell me that the camera would need to be replaced and that I'd have to bring the car back out again as the part would have to be ordered. I was very diligent in trying to plan ahead for this and ensure that the experience could be really good, but frankly I did doubt it all along. I will say that Chad Sanders was quite the gentlemen and handled himself admirably. When he came back to tell me that the part would need to be ordered and I'd have to come back, I was visibly angry as I had taken the day off to be there to get my car fixed. He asked with whom I spoke to schedule and to whom I asked to have the part delivered and unfortunately I hadn't written the woman's name down. He stated that the woman should not have promised anything of the sort. So, this wasn't his fault. I don't know how many schedulers they have, but it would seem that their system must track customer conversations with notes as I received at least 3 emails about the appointment and 2 reminder phone calls. I have to say that this whole debacle could have been avoided if there would be a rotation of scheduling responsibility for actual service/parts-trained employees could talk to customers because we are ignorant to this and don't know what's wrong with our cars, but I clearly knew that my camera didn't work most of the time and very likely needed to be replaced. I bought my car there and while very happy with the car, the purchase process took literally 3 weeks and was awful at best. I haven't gone back for any servicing there but use a private firm in town because I hear and see that the service department ratings are not good. Chad did reschedule me for next Wednesday, 11/15/17 and promised me that the part would be on-site the day I arrive at 7:30 and that the installation should be about an hour. I am hopeful that that's the case so I can then send in a very positive survey.

Carl Wooten Nov 9, 2017

STAY AWAY!!! Management is a JOKE!! I purchased a 2015 that was listed as an CPO’ Certified Pre Owned. My Experience started by sending in my credit app at 1130am . The sale lady was Amazing. I told her I will be there at 630-7 . ‘Q’ the sale lady . She and I we for a test drive. This was at 7:30 I let her know I was ready to purchase. She had to get number from her manager. Now the its 8:45. And she comes over with the numbers . I informed her I didn’t want the extra coverage . Well at 10:00 the manager come over to tell me he was leaving. To go get some milk for his kid. I’m still sitting there at 11:00 waiting for finance to get all the paperwork together because the manager left him . (GREAT MANAGER) !!! Before he left he told me he wasn’t putting in gas in my vehicle because the sorry salesmen they have like to go on JOY RIDES . (GREAT MANAGER)!!! 12:00 I drove out . On Sunday I came back to the vehicle cleaned because it was 12 when I pulled out . But again (Great Manager) Wouldn’t let ‘Q’ take it to be cleaned . They washed my truck and brought it back around . The clean up guy never touched the windshield. The finance manager was outside Smoking . So he tooked my vehicle back around. Today Monday nov62017. I was going to have the windows tented . The tent guy pointed out there a crack in the windshield that I didn’t noticed . I call to report that the windshield was damaged. And I was told (WE LOST 3000 SELLING YOU THIS TRUCK AND WERE NOT GOING TO FIX IT )!!! That’s the Vehicle is a (CPO) it comes with 2 keys . He said I’m not giving you the key intill we get this agreed on we’re not fixing the windshield. I then asked to speak with the GM Alex . Alex said to me he looked at the vehicle and gave the keys to the finance manager to take back. I told him that far from the Truth I gave Harry the key my wife and son we’ inside of the vehicle. I then asked him if he was the GM why didn’t he introduce his or say thank you. Never answer me just saying he’s not got to take care of it . Fill it on my Insurance!! My wife called to ask about the key and why did he not introduce his self his words to her ( I WASNT DRESSED appropriately ) . VERY DISAPPOINTED ..

Antwon Moore Nov 6, 2017

I would rather drive my car off a cliff, then to go back to have my car serviced here. I would have to say that was one of the worst service experiences, without actually getting injured, that I've ever had. No amount of forethought and effort in getting the service team ready for my appointment mattered. One week prior to my appointment, I had to deliberate for 15 minutes with my customer service agent regarding the Ford Credit Service application. He had no clue as how it was to work and kept insisting it was me who had to apply when the directions clearly indicated I must apply at the dealership. Eventually he was found to be wrong and I got my 0% financing approved. The day prior to my arrival I called in to make sure that everything was good. I was going to arrive at 8:30 a.m. and that there will be a car waiting for me, which was not a courtesy vehicle, I was going to be charged $35 for the day but I was fine with that. I arrive at 8:30 the next morning and my assigned service agent had not made it in yet and was not going to be there for another half hour. Also, they had NO RECORD of my appointment and there was NO CAR available for me. The folks who were there did help me in resolving my situation. I was finally checked in and on my way to the rental car company and was completed by 10am which was an hour and a half later. I simply needed to get a tune up which I believe they completed. I have a Ford Edge and the Vista sunroof is jamming up upon closing. This is a very common problem if you look on the internet. I asked them to tell me if it was dirty tracks, bent tracks, or a dying motor. They charged me an inspection fee of what was going to be $139, they reduced it to $75. Their answer was basically you have to buy a whole new roof for $4,400. They offered absolutely zero help in what was wrong. I later now just found out that the roof needs to be disassembled and the tracks need to be cleaned and regreased and it will work. They have zero understanding of the Roof System. I basically handed them $75 for them to pitch me a $4,000 plus repair. I have a trusted mechanic that I use for under the hood items, but since I needed some other things repaired I felt like the dealership was my better option. I will never use the dealership again. As long as I don't have to. All in all, I'm alive and well and smiling and toes are a tappin'. Just won't choose that same experience again in the future.

Philip Cox Oct 25, 2017

What dispoints me more than having an AC problem in a 1-year old ford car is their service attitude and professionlism. I asked 3 times what the AC problem is exactly and I got put on hold forever the first time I called. Second time, I madam could not find any note the techincian left. Third time, she told me I will get a call tomorrow morning and I knew I never will get it. Though they fixed the car. You know what? They keep sending you emails to push you write reviews. Updates!!! 8/4/2016. Two weeks later after I wrote the first review. The AC is out again. Below is what I experienced. And I have to put the rating from 2 to 1 star. Actually could I rate 0 or negative? It is so funny when I looked at the good reviews saying how good service they are giving, while I experienced and now is experiencing the opposite. You don't judge their service when you have no problems. An oil change is likely universal for all car dealers. It won't make one outstanding from others. The Gold standard and truth is tested out when you have a broken part! I bought a 2015 mustang and it is only 1 year old with just 10k miles on it. The AC is out and I sent it to the dealer and they "fixed" it. I got the invoice just in case. but they did not explain to me the problem when I asked at that point. Two weeks later, I was in a hot tub again in Hotlanta. I had to send it again to the dealer. This time it is more disappointing. They had to schedule me on a weekday which impacted my work. I tried to ask to change a technician to fix the car but they refused. How can I trust a guy who failed!! I know they won't be able to fix in a short time so I asked them to send me home. The service guy told me if the car was not fixed by the day, she would send somebody to pick me up and gave me another car to use, which did not happen!!! Another service guy called me saying that they cannot fix it by the day and probably have to wait to next morning, which did not work out. Next day, entire day, no body called me. I had another car to use so I beared with it. The day after next, by noon, God! I was the one who called them. You know what? They put me on hold for 20 minutes!!! I hanged and called again and again and finally got somebody. They told me the AC compressor may have another leak and they have to order another part and it is gonna be another week! Why didn't they figure out at the first fix? and I have to call by myself to know. They told me if I want the car I could have it back and send it back a week later!!! I cannot believe they let me drive a hot tub for a week. The first service guy promised to give me another car to use the first day but it never happened. All they love to do is to break promises. I started to think my car is a lemon.... If you are still reading, I appreciate it and will update this if things turned worse or better. Remember, this ever happened to me, it could happen to you. Thanks. Another update on Oct 22, 3017. Wished I could give 0 to their service department. It has been 2 years and 3 months since I bought the mustang, and just found the AC broke for the forth time, though in different parts of the AC system. They refused to admit this is a Lemmon car. And I would not bring this car back to them for the fix. Another thing made me feel like I should update this is that I tried to change the cabin filter a few weeks ago. And I found there was no cabin filter in the car. I was mad. Why it disappeared, I don't want to be objective, saying they forgot to put it back when the last time they fixed my AC. You can imagine.

Guoliang Liu Oct 22, 2017

This dealership actually cares, they are by far the BEST Ford dealership in GA hands down! Our 2016 Ford Focus has been having issues for months, out of the 3 months we physically had a working car only two weeks. We previously had the car at the Chestatee Ford dealership (three times to be exact) where we continued to get the runaround on what was going on with the car and the fix was only a simple fix which lasted a few days and then we were back to square one on multiple occasions. I asked the Chestatee ford dealership what was causing the issue why this was on going and they always ran around the question and didn’t take accountability to find out the ultimate cause of the problems that were occurring. We decided to get the car to a bigger ford dealership instead of having it towed (for the 3rd time) back to chestatee ford. We broke down in the middle of Atlanta which is an hour away from home & instead of taking it back for the fourth time to Chestatee Ford we decided to have to towed to Ford Auto Nation in Marietta GA. I talked to Eloy Hernandez on the phone & explained our frustration, the problem, and what we’ve been through, he took the time to apologize & understand how upset we were. Once we arrived to Ford Auto Nation Mr. Fernandez ran out immediately to greet us, shook our hands and ultimately pulled out the red carpet for us. He apologized for the inconvenience and promised us we’d have a running car by the time they were done with it & not only a running car, but a fixed car and that’s exactly what he did. He kept in close communication with us, he updated us on what he was doing to the car what the cause was, & he made sure it was fixed right. After everything we’ve been through unlike the previous dealership he made it right. We picked up our car, and it’s fixed, it’s finally fixed right. Eloy Fernandez is a man of his word, his customer service is top notch & this man deserves a raise! This company should be very grateful to have him on his team. Thank you So much!!!

Heather Ann Leppla Oct 15, 2017

We purchased our car on Saturday, 5/27/17. 1) The salesman was with us for the test drive and only allowed us to drive about 5 minutes and not on the road nearby to go 55 mph. When I turned to go that way he said that the traffic would be bad and just to go right and see how it handled on a slow curvy road. After we purchased it and started it to drive off of the lot we heard a knocking noise like a strut and returned to the office before ever leaving the lot. Herschel, our salesman, took us to the repair garage there and a mechanic test drove it. He said it definately was knocking, but they did not have time to look at it until Tuesday, 05/30/17 as it was Memorial weekend. I wanted to return the car but the general manager, Shawn Loydman, said that they would fix it free of charge if we would come back Tuesday afternoon. I was hesitant but we agreed. When we returned Tuesday we were told that it just needed to be adjusted. We test drove it and, once again, did not hear it on that test drive. Of course the noise returned, within a week's time. Mechanics say that you don't "adjust" a strut. We don't know what they did do to "fix it" but it appears that nothing was fixed. We contacted the dealership with no resolution. 2) We were told that they would run our credit and based on that score we would get a loan with a better rate than the standard 7.99%. When we didn't buy the extra car repair insurance being offered the loan officer was short and rude. We paid $4000 and needed to borrow $5000. We wanted a 2 yr loan but he set it up for 4 yrs at 7.99% although we found out our credit score was 846!!! He said we could make double payments to pay it off in 2 years and we could refinance it at a lower rate. So we went ahead with the loan. But when we applied for a new loan the Loan To Value was too high, even after paying $4000! I guess we didn't get such a good price for our vehicle. We like the car, but would not recommend this dealership.

concerned Aug 22, 2017

Lorrie Nordyke Aug 17, 2017

Concerned Aug 17, 2017

Edited to add: I called the number provided in the response below. The GM was not available so I left a message. Never got a return phone call. I would not recommend the service department to anyone. They are slow and communication is very poor. They had my car for a week after intitially telling me it would take a day or two. My 2016 had a few warranty repairs it needed. One of the projector lights was defective, the the rear window didn't roll all the way up, and the front end made a lot of squeaking and creaking noises. I dropped the car off on a Friday morning. The service advisor told me it would take a couple of hours for the techs to look at it, diagnose the problem and give me an estimate on when they would have it done. He told me he would call me with that info and whether they had the necessary parts, and I could make a decision about whether to leave it to get it fixed, or make an apontment to bring it back. I hadn't heard from him at noon, so I called and the SA told me the techs hadn't had a chance to look at it, but it would be another few hours and they would definitely be able to look at it today. I called back at 3:00 still hadn't looked at it. At 5:00 I got a call that they weren't able to look at it today and it would be the next day (Saturday) before they could look at it. I needed my car on Sunday so I just went and picked it up. The SA told me that Friday was their busiest day and if I made an appointment and brought it back during the week they would for sure be able to get to it. I made an appointment for the following Thursday and dropped the car off. Of course they didn't look at it on Thursday but promised they would look at it Friday, but they didn't do that either. The excuse I got was that they were running 2 days behind! THEN WHY DIDN'T YOU TELL ME THAT IN THE FIRST PLACE!?!? Why did you keep saying it would be a few hours!?!? For some reason I left the car there. I called on Saturday and the Service Manager apologized, told me they had diagnosed the problem with my suspension and the car would be ready by the end of the day Monday. He also agreed to pay for the rental car I was driving. So I was feeling a lot better about the whole thing at that point. Except it wasn't ready on Monday. All i got was excuses and promises that I would be ready the next day. Of course, if you have read this far you know it wasn't ready the next day either. Finally on Wednesday I got the call that the car was ready and I could come pick it up. I was going to give 3 stars on this because, even though the service department was slow and their communication was poor, at least they fixed the problems and paid for my rental. EXCEPT THEY DID NOT FIX THE PROBLEM WITH MY SUSPENSION! It still making just as much noise as it did when I brought it in. I would have called and told them about it, but I would rather bang my head against a wall than have these jokers ever touch my car again. Save yourself a headache and take your car elsewhere for service.

Carter Clayton Aug 8, 2017

The sales consultants come off friendly but in the end it's all about the sale they don't care about the customer. They will lie and try to trick you into feeling comfortable and you sign the paper. For example: 1st time I walked the lot looking at mustangs to buy a Sales consultant name Frank came after I walked around for 30 minutes. At the moment I was ready to buy but I wanted to catch his vibe first. I continued looking as I made small talk about different cars. With 11 minutes he walks off without a word so I left. 2. Time I came back to try am buy the car I wanted. FRANKS walks up to me again not knowing I just spoke to him last week told me a totally different story about who he was however I wanted the car so I ignored it. Went on a test drive with him the he went on to tell me about how this car was sold two weeks ago but the girl credit fell through because it sucked at 640. Didn't really make sense to me. 1. Why are you disclosing another client information to me. 2 how did he know my credit wasn't lower that. He just told me I suck. At that point I ain't want to tell him nothing else cause who knows who he would tell. 3rd time I came again for the same car. Sat with bobby. We went all the way through the process to the point where I am about to sign and drive off the lot. I go to the computer to sign up for insurance. I was having trouble he cane back at least 6 times saying hey let's just sign them you can come back to look for insurance. I told him the first time I want to see what my insurance will be before I sign. So he comes back a 7th time with the guy who I would sign papers with and said " hey TJ we have another couple here that needs to sign. I want to go head and get you done before them. If they go first you a be here all night." ( keep in mind it's 7:46pm I know I'm the only one there) after I say just let the other couple go first that will give me time they both made this face as they walked away like damn welp I tried. Then continued to go in the room and sit with other ford associates and just talk. In my mind I'm like where is the other couple he spoke of. I waited 5 minutes then I realized they lied and was trying to trick me into signing. At this point I am completely turned off. I have only drove ford cars in my life but this team of ford associates lost my trust in the brand. Integrity was no where in that place. PLEASE LOOK OUT FOR YOUR SELF IF YOU GO THERE because they won't.

Antavious Grier Feb 17, 2017

A Place of no integrity The sales consultants come off friendly but in the end it's all about the sale they don't care about the customer. They will lie and try to trick you into feeling comfortable and you sign the paper. For example: 1st time I walked the lot looking at mustangs to buy a Sales consultant name Frank came after I walked around for 30 minutes. At the moment I was ready to buy but I wanted to catch his vibe first. I continued looking as I made small talk about different cars. With 11 minutes he walks off without a word so I left. 2. Time I came back to try am buy the car I wanted. FRANKS walks up to me again not knowing I just spoke to him last week told me a totally different story about who he was however I wanted the car so I ignored it. Went on a test drive with him the he went on to tell me about how this car was sold two weeks ago but the girl credit fell through because it sucked at 640. Didn't really make sense to me. 1. Why are you disclosing another client information to me. 2 how did he know my credit wasn't lower that. He just told me I suck. At that point I ain't want to tell him nothing else cause who knows who he would tell. 3rd time I came again for the same car. Sat with bobby. We went all the way through the process to the point where I am about to sign and drive off the lot. I go to the computer to sign up for insurance. I was having trouble he cane back at least 6 times saying hey let's just sign them you can come back to look for insurance. I told him the first time I want to see what my insurance will be before I sign. So he comes back a 7th time with the guy who I would sign papers with and said " hey TJ we have another couple here that needs to sign. I want to go head and get you done before them. If they go first you a be here all night." ( keep in mind it's 7:46pm I know I'm the only one there) after I say just let the other couple go first that will give me time they both made this face as they walked away like damn welp I tried. Then continued to go in the room and sit with other ford associates and just talk. In my mind I'm like where is the other couple he spoke of. I waited 5 minutes then I realized they lied and was trying to trick me into signing. At this point I am completely turned off. I have only drove ford cars in my life but this team of ford associates lost my trust in the brand. Integrity was no where in that place. PLEASE LOOK OUT FOR YOUR SELF IF YOU GO THERE because they won't.

Too Smooth Feb 17, 2017

This was my second attempt to get my oil changed at this location. The first time I made an appointment but called before I went due to the holidays (glad I did). The person who answered the phone told me that the wait time was about 3 hours. I told him that I had an appointment but he said that they were behind. What is the point of making an appointment when you do not receive any preference? I was also contacted by a call center I believe about my missed appointment and I explained to them why I didn?t go and they were not helpful at all. The 2nd time I made an appointment and arrived on time, there was initially no one there to take my car so another employee had to go and get someone to help me. The employee then attempted to get my information but I told the employee that I had an appointment and that all of the info (car info) should be in the system already. He went to check some folders and I saw that they were empty and that they did not have any of my info. I felt that this is ridiculous and again, what is the point of making an appointment when you have to do everything twice?! After about a 1.5 hour wait, I went out into the service area to get an update and saw that my car was parked there ?for how long, who knows! I asked an employee was my car ready and he said yes, you can go and someone will help you on the other side. I was again infuriated because there is no telling how long my car was sitting there. No one called my name in the wait room or via phone. The straw that broke the camel?s back was when I was waiting to be checked out, the employee who assisted me had on headphones the whole time listening to music, and sporadically attempted to sing/rap while checking me out. Completely unprofessional and unacceptable! I?m forced to find another reputable place to get my service done. Lastly, I asked who was the manager on duty and the employee told me ?Curt?. Didn?t get a last name. He asked me if I wanted to talk to him but I said ?no? as I was pressed for time but I wanted to make sure I got a name and hopefully they will do better in the future.

RS Jan 4, 2017

You don't judge their service when you have no problems. An oil change is likely universal for all car dealers. It won't make one outstanding from others. The Gold standard and truth is tested out when you have a broken part! I bought a 2015 mustang and it is only 1 year old with just 10k miles on it. The AC is out and I sent it to the dealer and they "fixed" it. I got the invoice just in case. but they did not explain to me the problem when I asked at that point. Two weeks later, I was in a hot tub again in Hotlanta. I had to send it again to the dealer. This time it is more disappointing. They had to schedule me on a weekday which impacted my work. I tried to ask to change a technician to fix the car but they refused. How can I trust a guy who failed!! I know they won't be able to fix in a short time so I asked them to send me home. The service guy told me if the car was not fixed by the day, she would send somebody to pick me up and gave me another car to use, which did not happen!!! Another service guy called me saying that they cannot fix it by the day and probably have to wait to next morning, which did not work out. Next day, entire day, no body called me. I had another car to use so I beared with it. The day after next, by noon, God! I was the one who called them. You know what? They put me on hold for 20 minutes!!! I hanged and called again and again and finally got somebody. They told me the AC compressor may have another leak and they have to order another part and it is gonna be another week! Why did they figure out at the first fix? and I have to call by myself to know. They told me if I want the car I could have it back and send it back a week later!!! I cannot believe they let me drive a hot tub for a week. The first service guy promised to give me another car to use the first day but it never happened. All they love to do is to break promises. I started to think my car is a lemon.... If you are still reading, I appreciate it and will update this if things turned worse or better. Remember, this ever happened to me, it could happen to you. Thanks.

ironKingkong Aug 4, 2016

Before I get to the negatives, I have to point out the positive. I have to give the finance department and my sales guy the credit they deserve for working so hard to get my financing worked out. I didn't have high expectations of driving out with a new vehicle when I arrived, but they got it worked out. Now to the bad parts... I was there to look at a used truck I found online, an 06 Dodge Ram 2500 Mega Cab with the Cummins 5.9L diesel engine. When I arrived, they walked me to the back of the lot because they were doing some body work, which I was told was fixing some dents and dings. I test drove the truck, and then did a pretty good walk around inspection. I noticed there were some signs of rust under the truck, and the metal legs of the seat. I told the sales guy (can't remember his name) that I couldn't even begin to talk about buying this truck for the asking price with what I saw, and was walking away from the deal. The sales manager caught me outside, and asked me to walk through my concerns so he could try to work something out for me, and so we did. I was promised they would complete the full inspection list, like they use on certified used vehicles, and would treat the truck with a rust preventative as well as fix the seats. With all of that, I would have been good with buying the truck. I had to agree to let them keep it for a couple of weeks to complete everything, then they agreed to deliver it to me 2.5 hours away where I was working out of town. Delivery day...the truck arrived right as I was getting ready to leave to go to work, and I didnt have time to look everything over. I gave the keys to my trade in, took possession of the dodge, and transferred my belongings so I could leave for work. Things were fine for 6 months. The body work looked great, the truck ran as good as expected for an older model, appeared as if they held up their end. That's when everything went down hill fast. I started noticing the paint bubbling up at the base of the cab below the doors, and above both rear fender wells. The weren't fixing dings, they were covering up rust! Then, on my way to work, I hit the brakes to slow to make a turn, and both front rotors separated in the middle causing me to loose braking capability, thank God no one was in front of me! Then a couple of weeks go by, I'm pulling in to the parking lot at work, and a couple of co-workers pointed out something was leaking from the truck, turned out to be oil. I limped the truck back to where I was staying to start checking it out. Turned out to be a hole in the oil pan that had been patched and painted over making it nearly impossible to see without being right up on it!! I called to voice my concerns to the sales manager, and of course, he was no longer there, nor was the salesman the sold me the truck. I told the new manager all of the details, and was told he would see what he could do. As expected, never heard anything back, and I don't have time with my work hours to constantly call to follow up. After a couple of times calling back and not being able to speak to the manager, I took ownership of the problems thinking "should have kept walking the day I bought it". So, before you close a deal with these con-artists, make sure all of your paperwork is in order, and don't sign anything until you know 100% that everything is right and you got what was promised, otherwise you'll be left with all of the responsibility like I am. BUYER BEWARE!!!

Jasson Riddle Jul 2, 2016

Dear Readers, So let’s talk about my most recent visits to Auto Nation Ford Marietta. Since my last service (Which was at 22,000 Milles) my wheels were scratched. Prior to leaving, Jay (Service Guy) informed me my wheel was scratched. This was no issue, since he expressed he’d contact me to have my wheel repaired. The first sign I figured this wasn’t going to go well, when he gave me a dirty loaner car. I finally retrieve my vehicle for pickup, and guess what I notice. The gentleman or vendor who painted my wheel attempted to blend the area that was damaged. Let me tell you, this isn’t possible with wheels (Unless it’s a matte color). I drive a Ford Focus ST and the wheels are cleared. So you could see the area from a mile away even though the vendor did not wash the wheel. That was another sign the wheel wasn’t painted properly. So I inform Jay that the vendor does a shitty job and we’re on for round 2. This time, I’m given a rental and the wheel is painted incorrectly again. This time they paint the entire wheel with the wheel weights on the wheel. One question…Why? What happens when the wheels are balanced and weights have to be removed? It will either pull the paint from other parts of the wheel or indefinitely leave an unpainted spot on the interior of the wheel which can easily be seen. I inform Jay and guess what? Its round three and this is where it gets seriously interesting. I haven’t heard anything for about 2 weeks and I finally call Auto Nation back regarding receiving a new wheel. Well Jay has left and no longer works there. I have to call 2 additional times to finally get an appointment. This is where the twist comes. I attempt to drop my vehicle off today and a gentleman approaches me asking what the issue is? I express that my wheel was damaged here (Auto Nation Ford Marietta) and that I am here to drop my vehicle off. The gentleman asks has anyone informed of the cost and inform him that there is no cost attached since the damaged was caused by Auto Nation. He then informs me that a rental will be $30 a day. I inform him again that I won’t be paying that since the damaged was caused by Auto Nation. The gentleman goes to speak with Ruby who apparently thinks I shouldn’t receive a rental. She sends the young man out as a middle man to take the fall for her seriously bad decision making. He gives me the option to either have someone drive me where I need to go or put the spare on my vehicle until my wheel is complete. Get this… I have my two year old daughter with me who I have to take to school. How is that supposed to work? Also you’ve damaged my wheel, had a vendor paint it badly twice, and now you don’t want to supply me with a rental due to organizations incompetence. Seriously…? For the next 2-3 minutes I dropped a lot of “F” bombs and more. To show the length of how long this has taken, I am now scheduled for my 27,000 Service. So 3-4 months give or take. I purchased my car here and the service department acts as if you really have no choice but to bring your car here. You would expect better service from a company that has an increasing number of performance cars coming to their lineup. Would the same occur if I had a $70k Shelby GT350R? Would the same occur if I had the new $45k Ford Focus RS? More than likely no! Overall, they have a long way to go. Will I purchase and service my car from there again? Probably not! Once this vehicle is paid off and I want another fast hatchback or fast estate will I consider this dealer or Ford in general? Probably not! They could learn a lot from BMW in regards of how they treat their customers who own old BMW’s to today’s model. Lastly, there was a guy there was understanding and was on my side the entire time. If it wasn’t for him being there all 3 times, they would have continued to not repair my wheel the third time and not give me a rental.

Kevin Terry May 12, 2016

I thought my terrible service experience two years ago must have been a fluke, but after today, I see that I was wrong. I also rarely write reviews at all even after bad experiences, but this one has gotten under my skin. If you need service, stay away from this location. If you need to buy a car, avoid Fords. After all this, I will never buy one again. Two years ago I bought a new Focus. Within a year of purchasing, there was a recall for the clutch/transmission. (The car started jumping and earthquake shaking and struggling between gears -- imagine you're sitting in the frontseat with a teenager learning how to drive a stick shift for the first time -- except this is an automatic.) I scheduled and brought it in to be looked at. It was anticipated to take 3 days, and I would get a call. The 3rd day I was the one to call to verify it would be ready as communicated, and I found out it had been sitting untouched because either the tech was on vacation or too busy. My car was still drivable, and I went unnecessarily without it for days -- begging for rides from coworkers and friends. I picked it up that evening, and they apologized and asked me to bring it back a couple weeks later when they'd have a clear schedule for it. I drove it in the meantime, jumping and shaking around all over Atlanta. I brought it back a couple weeks later. And I repeated the same story again. Three days later, I called; the car went untouched. I showed up to pick up the car, feeling furious and helpless to tears. I took the car home, but the manager told me to come back one more time and comp-ed me a rental car for a week. I was thankful they'd eventually done something right with the rental. And the clutch was finally worked on and fixed. Two years and 30,000 miles later, the leaking clutch/transmission issue has returned (that one item has been extended in warranty by corporate). I called to schedule an appointment and I found out the part is backordered and I would inevitably wind up on an 8+ month waitlist while we all wait for Ford to manufacture the part. The service dept wanted to check it out and confirm this for me in order for me to be put on the waitlist, so he scheduled me to come in the next day at 9 a.m.. When I got there I asked "so it will be looked at today, right?" And they told me yes. I waited in the waiting room for the shuttle for an hour, and they came in to tell me "actually, they have a few cars ahead of you with clutch issues, so we actually won't be able to look at your car today." At least they told me that today and not 3 days from now this time. I guess that's improvement. The forecasting, service appointment scheduling and communication issues apparently continue. That makes me trust nothing they say to me. 8+ month wait list for a part? Who knows. They brought my car back around, and I left, angry and late for work -- and for nothing. I'm not even asking for the car to be fixed, just confirmed that I have the issue needing the part that we all already know I need.

Virginia Kiddy Apr 20, 2016

I write this review as I sit in the service waiting room. I purchased a used car from AutoNation Ford Marietta on 5/2X/2015. The buying experience was a little worse than I normally receive but nothing too out of the ordinary. I made a "last offer" and they refused it. I walked away and got into my car to leave and they stopped me and said they would accept my offer. I probably should have kept on going at this point but I didn't. I paid the $699 "processing fee" along with a warranty program. I signed what seemed like 20 pieces of paper. Of the papers I signed was one explaining there 3 day buy back option (great program) and a 60 warranty. The day after I bought the car I took it to an independent car repair shop to be inspected. It's the best $110.00 I've spent in a long time. The repair shop uncovered $1,700.00 worth of repair work that needed to be done. Now mind you this car went through a "certification" process at AutoNation. I informed the car salesman, for this review I will refer to him as, useless as lipstick on an hog, and he said "the auto shops will always find something wrong with a car. They would find something wrong with a new car". I agree with Useless that auto shops will probably always find something wrong with a used car but a missing air filter, oil pan leak, valve cover leak to name a few. Come on give me a break. I drove the 30 miles back to autonation to talk to someone other than useless who could remedy my situation. I spoke with the finance person and he saw the papers where I purchased the 60 day warranty and he said all would be taken care of. He left the office to talk to the general manager and when he returned he said I didn't have the 60 day warranty. He said he didn't sale it to me. Mind you, I have a signed copy with the finance manager's signature and mine where I did have the warranty. He said there was nothing he could do. I left his office and I went to see the GM and asked him how I was holding a signed copy of the warranty yet it was not enforced. No explanation. He said he would work with me to get the car fixed, to check back with him on Monday. I received a voicemail from the GM, while on my way to auto nation stating that I did have the warranty. What a frigging run around. AND where was USELESS all this time? Selling more cars. To wrap this up I scheduled an appointment for 7:30 AM today (June 4th, 2015) to have auto nation get my car "road worthy". When I scheduled the appointment I mentioned that I would stay with the car while it was being repaired. I found out about 30 mins ago that it is going to take approx. 9 hours to fix. I would have made other arrangements if I had known. As I said in the beginning of this review I am writing this review as I wait for the car to be repaired. 3 1/2 hours and counting. A loaner car would be nice for the inconvenience but that is called GOOD customer service. I will write more when the car is "repaired". GW

Gus Walls Jun 4, 2015

I recently bought a 2004 Silverado 1500 ES from Auto Nation Ford Marietta. I initially saw the truck online and was drawn to the excellent detail of the listing and photos that were large and clear enough to see the realistic condition of the vehicle, and of course the price- it was a great deal according to book value. I sent an online request to verify the truck was still available as it after hours. Theo Garuba called me back 15 minutes before the location was scheduled to open to inform me that the truck was waiting for me to come and take it on the road! When I got there to check it out he had it cleaned up and out front where there was plenty of room to give it a thorough once over - I was not surprised in any way as once again the pictures were very clear, even focusing on the minor ding/ on the hood (it is a work truck). The test drive was enjoyable I enjoyed speaking with Theo about many Non- Sales oriented things and seeing what the truck drove like in surface streets and even a short stretch of interstate. Upon arriving back to the dealership I explained to him that I had a bankruptcy 4-5 years ago and that I also was interested in trading in a car. I felt the asking price for the truck was fair, so the deal would really be all about the trade and available financing. Theo said it wouldn't be a problem and while I wanted to trust him, until the paperwork is done and I was leaving with the truck I tried not to get too excited- I've been disappointed before- even when it is not the sales person, I prepare myself to walk out if this isn't the deal I've explained I am looking for. I get called to go back into the back financing office, hopeful it is all good. Let me tell you boy did Theo and the Gentleman in the finance office who's name I cannot recall. They really bent over backwards to make the deal happen and get me financing at a great rate- I really cannot say enough good about how they worked to give me the deal I needed- one I could safely afford and maintaining a great value. I have bought many vehicles in my life, new and used- I would have never expected one of my best experiences would have been on a used truck post Bankruptcy. Thank You for an easy, honest, personable, and overall top notch experience Theo and Auto Nation. I'll call Theo, and check the AUTO NATION website first whenever I look for future purchases for my business! - Not a paid advertisement! :-)

jakejones80 Mar 24, 2015

We wanted to buy a FORD truck --Our credit score is 800, we are employed, wanted to buy American, we wanted to buy local and we wanted to buy a FORD. Simple huh- Not if you go to AutoNations TEAM FORD in Marietta, Georgia We selected a truck that TEAM FORD would bring in from out of town and the GM, Jim Slezak, was getting and estimte on our trade-in. They said 15 minutes tops. --So we waited and waited - over 90 minutes. No one spoke to us, acknowledged us, or even looked at our trade in. We were sitting in the showroom but it seemed we had become invisible. We finally ask for our keys and left. Later they contacted us by email with apologies and we made a deal for a trade in and a differant truck as the one we selected had been a loaner and we wanted new. My husband had already given them all the requred information and he heads to TEAMFORD to finalize the paperwork. He waited for 3-1/2 hours!!! After complaining the paperwork was produced and signed in minutes. Please note that we were told FORD cannot get navigation systems for their vehicles due to the tsunami in Japan and Navigation was a must for us. The next best option is SYNC explained as follows ---"-works exactly like Navigation, but without the screen. It is a turn by turn system that is voice activated and voice guided and you can see the directions in the dashboard. " Seems reasonable - if it were true. Our appointment to pick up the truck was Saturday at 9. At this point we had realized TEAM FORD is organizaional a mess and called to confirm. As expected they had apparently forgot that we would be there so we made arrangements to come in later. The truck is ready, we are at TEAM FORD and the sales person begins going over the features. All is well until we get to SYNC. We had not been told that SYNC has to work through your phone. And interestingly enough the sales person and the technical expert did not know this either. They actually tried to use it without a phone connected and were unsuccesful Over an hour later and many questions to many people we discovered that indeed this will not work without your phone in the car. It is extremely cumberson to use and your phone is tied up while you are using the navigation feature -- This is in no way just like NAVIGATION without the screen. They have misrepresented this product or they just don't understand their own options. Even after experessing our frustration to management they did not get involved, or offer to find someone that could demonstrate the product in a way that might make it look workable. At this point we have spent 8-1/2 hours at TEAMFORD trying to buy a truck. So we decided to just forget the whole thing and ask for our keys to the trade in and we would be on our way. Steve Smith, Assistand General Manager told me "we had a binding contract that I could not break" And we had not even taken delivery of the car. He either did not know the law or hoped a little intimidation would solve the problem. Long story short - we left without our truck and the parting shot from Jim Slezak was he"would not sell us the truck now anyway because we would not be positive on his customer service scores" FYI -- The owner of TEAM FORD is AutoNation which is nationwide and should not be considered local Bottomline, We are stiil going to buy a truck, we are buyng local, we are buying American

gjc711 Sep 25, 2011

WORST Customer service Award goes to ---- Scott Patterson (TeamFord of Marietta Manager) ---- he is absolutely horrible!!! Guys like this are the reason why car salesmen have such a bad rep!! Way to go Scott. Yesterday (6/4/11) I bought a Used 2007 Mercury from Team Ford of Marietta. When I first arrived at the dealership I looked at the car, which looked great on the outside and inside. I asked to test drive and of course the salesman said yes. However he had to jump the car because the battery was dead. Obviously that was a very bad first impression, but simple things like leaving a light on can cause that so I test drove it anyway. Both of my parents were by my side to help me with making a decision for the right car. My father works on cars as a hobby so I trust his judgement. The car did have CarFax and no accidents or anything serious was reported. After weeks of looking for the right car and hours of reflection I decided to purchase this particular car. However the used car manager, Scott Patterson right of the bat came off as an arrogant sales man who only cared about money and not the needs of his customers. The reason I am mentioning this is because during the negotiation process of pricing the car to it's true value he would not budge on the price what-so-ever. His mannerisms and attitude were completely unprofessional. There was instant animosity which was completely obvious. Who knows why? The only reason I continued with the sale was because my salesman, Tim Savage was great, and I needed a car that day. The whole day my parents and I were promised that if the car continued to have battery problems after that day the dealership would replace it with a brand new one. Before I drove off the lot the car went through inspection and servicing. I was told verbally and through paperwork that everything was clean and the battery had no problems. Today (one day after purchasing) every time I started the car it struggled to turn on. The battery was hanging on and every time I restarted my car the settings would change back to default (huge indicator of a battery issue). The dealership/employees/management were dishonest. Again Scott Patterson the used car manager no longer wants to help me with the situation. He got his money so he does not care. BAD BUSINESS!! Remember this is one day after the car is bought. He was not even willing to give me a rental/courtesy car while my car is being serviced/detailed (This takes up 5-6 hours.) He deliberately told me "Well you better make some arrangements than shouldn't you?" Out of customer service purposes and me spending thousands and thousands of dollars, a rental car should not be an issue. He said, "That's more money coming out of my pocket". Which in reality it isn't. The worst part of the day was when he came into the room while me and my mother were signing contracts eating Cheetos and drinking soda right in front of our faces. His greediness and rude gestures/tone in his voice upset my mom and she expressed how unprofessional it was to not give me a courtesy car through the long wait. Blatantly he replied, "DUDE LISTEN, she is not getting a rental car. I'm losing too much money!!" Scott took it too far when he disrespected my mother by calling her dude. She was nearly in tears and Scott walked out with a smile on his face. It is apparent that Customer Service and leadership qualities of Team Ford of Marietta Management DO NOT EXIST. I am absolutely appalled, disappointed, hurt, and angry. How me and my Mother were treated. This is entirely UNACCEPTABLE. This is BAD business. I will never recommend anyone to purchase their next vehicle from here. The dishonesty, lack of respect and customer service, and disrespectful acts has gone too far!!

hilaryk Jun 5, 2011

I moved to the area and tried this dealership because they participated in the Maintenance Plan I purchased with my car. The service left a lot to be desire. My car was stone dead. I was told to call the Ford roadside service to get it jump-started and then to bring it in. The first remark the tech said was that he wished that I would have had it towed. Then they told me they couldn't find anything wrong but they were going to replace the battery even though it was testing fine. That made me raise my eyebrows and ask questions about further testing which they said they couldn't do. A few weeks later the same thing happened. I called to have them tow it and was told to have Ford roadside jump-start it. I told them what the tech said the last time and once again was told to have it jump-started and to drive it in. I was told I would get a call back the next day with an estimate of repair time. I didn't get a call. I called the following morning and left a message. I called again in the afternoon and left a message. I called again that evening and left a message. I finally got a call back the following afternoon saying they needed to do a few more tests and were going to let the car sit for a few days and they would call me back. Three days later still no call back. I called and left more messages. I finally asked to talk to a manager and was told I could come pick up the car and they hadn't found anything wrong....oh and that I should have had the car towed instead of having it jump-started. Urg! I took it to another dealership and they re-did the tests and couldn't find anything wrong either but at least they called back as promised! Unfortunately because of the Maintenance Plan I had to go back for an oil change in Dec. While I was there I inquired about a bumper guard and one was ordered with a promise of a call when it got in...in about a week. Two weeks later there was no call so I called and left a message. Two more weeks went by..still no call so I called and left another message. I finally just drove up and asked to speak to a manager. I told him what had happened and he escorted me to the parts department and left. No apology, no getting someone to help me, just escorted me to wait in a line. Then the service guy asked what I needed and I told him I wanted a refund for a part that I had ordered in Dec. He looked it up and went and got the part. I explained it was too late for that - I wanted a refund. He went and got the same manager who had audacity to look surprised when I told him that I wanted a refund and not the part because of the lack of customer service. The clerk started the refund process while the manager asked us to give them another chance and even offered to give us the part for half price with free installation. I told the manager that my Sync wasn't working right and asked if we could have that looked at during the same appointment. He told me to come in the following Tuesday after 12 noon and before 1:30. The clerk informed us she had already run the refund and he told us we could pay our half of the part price when we returned on Tuesday. Like an idiot I came back on Tuesday at 12:30. the manager was helping someone else so I waited for him. Then he asked what I was there for and said he was surprised to see me. I reminded him that he had said to come back to have the Sync looked at and to get the bumper guard. He repeated he was surprised and that he didn't feel comfortable servicing me. Here I was giving him another chance as he had requested and he was refusing to service me! WOW. When I got home I called and asked to speak to the general manager. I told him what had happened. He said he was sorry, he was going to talk to his manager and call me back. That was two days ago. He still hasn't called. No wonder his staff doesn't return phone calls....it comes from the example of the general manager. @Just another guy - doesn't matter the color of your skin - they treat everyone horrid!

A Google User Feb 3, 2011

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