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Recent Reviews from AutoNation Ford Orange Park

Want to give a shout out to Asst. Service Manager Brad Pouliot for his wonderful help and customer service. While on my way back to Virginia in my motor coach that was loaded with 15 dogs, the E450 cab started to have engine trouble. We limped into an RV dealership in Jacksonville who said they would do nothing to assist us - GO General RV!! - and suggested that I drive my coach through heavy traffic with no brakes or steering to AutoNation 5 miles away. I limped in to AutoNation and was greeted by a Truck Service technician, Jamie who informed me they had stopped working on RV's a month ago and, even if they could see me, it would take a month before they could fit me in. Wait, what??!!! Knowing that there was no way the 15 dogs and I could make the drive from FL to VA safely, I parked in the AutoNation lot and began calling for heavy vehicle roadside assistance. I finally got a fellow who said he would be able to come to me late that evening. As the sun was going down and I was waiting for the moblie repair to arrive, a vehicle stopped and Asst. Service Manager Brad Poiliot got out of the car to ask what the problem was. I explained the situation and he told me that if the roadside service could not get us underway, he would see what he could do in the morning. About 30 minutes later, there was a knock on the door. Thinking it was the roadside repair person, I opened the door to find an AutoNation service technician asking if he could please run a quick diagnostic scan at Brad's request. YEA BRAD!!!! The scan was run and the technician told me what the computer was telling him. I called the roadside repair technician to let him know - unfortunately, he felt that it was a "shop job" and he would not be able to perform any service. There we sat - me, 15 dogs and the broken down motor coach. In the AM, I popped into the service area to let Brad know the status. He had the coach into a bay by midmorning for a full diagnostic run, had the issue quickly determined and the vehicle repaired that day. We were back on the road by 1 PM, heading to home! Brad Pouliot understood the concept of customer service and is a rock star in my book! The Beagles and I thank him and the AutoNation service shop from the bottom of our paws!!!!! 😁😁😁

Barb Ferneyhough Jan 22, 2022

1st visit on purchase was amazing! Charles Warren was a excellent sales rep and helped us find the exact car we were looking for. Was NOT thrilled with the finance department! I came in pre-approved with Gap included. The dealerships as able to get me pre approved for a slightly lower percentage rate so I went with that option. Went to sign papers and found out that the Only way to get gap was to also add on their platinum extended warranty and service plan that I did NOT want. Loved the vehicle but after a few weeks of driving realized that the front window motors had a gear grinding noise and wipers whistle every time you drive. Called my sales rep and explained that I had just purchased the vehicle and they told me to schedule a appointment to have it checked out. So I called and scheduled a service appointment. The phone person also let me know there was a recall on the roof rack and she added it to the work order. Service department is a JOKE! This is my only form of transportation. I told them I would have to stay and they told me that it would be a few hour job so I was already prepared for that. Once I get there at 9:40 to check in for my 10am appointment my service tech shakes my roof rack with his hands and say since it’s not detaching or loose right now they won’t be doing the recall today but that if it detaches in the future to come back. Then proceeds to tel me they will check out the door windows and see if it will be covered under extended warranty. 4 hours later! He finally comes to give me a update and says that the mechanic test drove the vehicle and the whistle was not wipers it was cowl panel needed to be replaced. Also the mechanic heard no grinding and saw no issue with window motors but gave me a price to replace them and then told me they should be covered under my “platinum warranty plan”. But was not needed to be replaced. I requested part numbers for items and he only had the window motors not the Cowl. When I asked him for it he said they were too busy to get the part number for me. Then 1 hour later so now a total of 5 hours sitting in the dealership for absolutely NO service to be done to my vehicle!!!!! He then tells me my car is ready and charges me $120.34 for a diagnosis and $11.99 rag fee! WTF kind of service and dealership are you running! Worst experience ever! I will Never purchase a vehicle there or EVER have my car serviced their even though I was Forced into purchasing a service plan! It’s disgraceful to treat customers this way.

Rebecca Bowman Nov 29, 2021

So I'll try to keep this story as short as possible. I made an appointment online to get service on my boyfriend's Ford F-150 last week. I made the appointment for yesterday because I also had to take my Chevrolet car to get an oil change and a checkup at my dealership, Gordon Chevrolet. When I originally made the appointment I put in the make and model of the vehicle along with needing of oil change, a filling of oils, and just a basic checkup. Since the website does not say the price of these services I called AutoNation Ford of Orange Park yesterday morning before my appointment. When I called, a woman answered the phone and informed me that I would need to speak to a certain gentleman about my appointment for he was only one who could tell me the prices of the appointment. So she transferred me over to his phone. However a different gentleman answered the phone. He said that the gentleman I needed to speak to was currently out on the line with customers and ask me if he could take a call back. Without a hesitation I gave him my call back information expecting to receive a prompt call back considering that my appointment was at 2:30 and I needed to know how much it was going to cost. 30 to 40 minutes later I still had not received a call back so I called AutoNation Ford back. The same woman answered and I asked to be transferred over to the gentleman that was supposed to give me a call back. When I was transferred a different woman answered. I informed her that I was looking for this specific gentleman so I could speak to him about my appointment. She went to check his availability and stated that he was still on the line with customers...which I completely understand. Not wanting to wait for a call back because I wasn't sure how long it would be until I got that call back. I stated to her that it was urgent that I speak to him or someone about my appointment to find out the prices and that I was told he was the only one I could speak to. She put me on hold and told me that she went to go check to see if he could help. She either left me on hold so long that the phone hung up or she left me on hold just long enough and then hung up the phone. Getting a little irritated from getting hung up on after not receiving a call back after 30 to 40 minutes. I call back now for a third time. instead of a woman answering the phone first a gentleman answered the phone this time and Instead of asking for a specific gentleman to help me with my appointment I stated what I needed to this gentleman that I answered the phone. I asked him to look up my appointment and let me know about how much it was going to be. He said he would not know unless he had the VIN number in front of him even though I had put all the truck specifics except for the VIN number online when I made the appointment. So he started to rattle off a range of amounts for each thing that I was needing done. I thanked him for his time and hung up. The service that I had experienced with AutoNation Ford along with the prices that he said blew my mind. So I decided yesterday to try different route. I called Gordon Chevrolet to see if they service Ford vehicles. And to my surprise they do. I informed the gentleman up at Gordon Chevrolet service of the problem I was having and that I needed to get my boyfriend's truck serviced. He said the earliest appointment they had was 3:00 which was great because I had an appointment there earlier for my car. I told the gentleman that I wasn't sure If the truck was a V8 or a V6 and that originally filled out the information with AutoNation Ford with my boyfriend and he wasn't there at the time. The gentleman at Gordon Chevrolet informed me that was no problem and that just depending on whether it was a V6 or a V8 it just changes the prices slightly. So I then made the appointment with Gordon Chevrolet to get the service that I originally scheduled with AutoNation Ford. They were happy to help me and I now had an appointment for 3:00 yesterday. To my surprise around 2 hours later I received a call from the original service gentleman of AutoNation that was supposed to give me a call before. I informed him that he could go ahead and cancel my appointment and that I was not looking to reschedule at this time. I was able to take my boyfriend's Ford truck to the Gordon Chevrolet dealership and had all the service that I needed to be done on the truck for hundreds less than was stated to me by the gentleman at AutoNation Ford. Now I can say that I am not an auto mechanic. So maybe my communication to the original gentleman at AutoNation Ford that I spoke to that informed me of the prices were not correct on what I needed to be done on the vehicle. But if we put aside the prices of what he stated, the service in general was awful. Gordon Chevrolet change the oil on his F-150, filled up all his fluids, did a multi-point inspection, and rotated his tires. All for less than $70. I can say that once again I am thoroughly pleased with Gordon Chevrolet. However AutoNation Ford was lacking tremendously.

Faith Combs Dec 29, 2020

We flew to Florida from Texas to purchase a vehicle. Expecting the paperwork to be ready to sign so we could be on our way after the test drive was for sure a disappointment. Over 4 hrs later at the Dealership (3:30pm-7:30pm)we finished the paperwork. We didn’t get to see our salesman when we were leaving so our temporary license plate wasn’t put on the vehicle before we left. Even with our salesman tied up with another customer the other managers at the Dealership knew how long we had been there and could have volunteered to do it. Instead we didn’t get to put the temporary license plate on until the next morning in which we had to borrow a screwdriver from a Napa Auto Parts store and put it on ourselves. Next complaint.....a wind deflector was clearly stated and advertised on the AutoNation site in two different places as a featured option included with the 2015 VW Beetle Convertible we purchased. We asked about this repeatedly when we didn’t see it and was told by our salesman, Josh Bessent he’d look for it but if they didn’t have it we could get it from VW that they’d make it right since it said it was included. Long story short we didn’t get this in writing as a “signed promise” or an “owed to customer form” so we did not get this. After a few texts, phone calls then emails sent by me to our salesman, his managers and to the GM of AutoNation all the responses I’ve received regarding this issue have become very obvious that everyone involved has only one interest and that’s the attempt to justify the actions of the dealership and have not shown any interest in viewing this situation from the customers perspective. Our lesson learned and our advice to you is do not leave the dealership without a signed promise or a signed owed to customer form if anything was told to you by your salesman or a manager that’s not on the vehicle at time of possession. This was a $400 mistake on our part. The vehicle we purchased is great and I’m very happy with it. Will I purchase from AutoNation again? No, I definitely will not.

Zanetta Yarbrough Sep 2, 2020

I took my car to this location for service on the 31st because my check engine light was on and asked could they find out what the problem was. Then guy i dropped my car off with Mr. Tommy called me about a day later and told me he believed it was water in my gas or that i put the wrong gas in my car, so at this point I’m calling my insurance company, the warranty company and Shell gas station. Because at this point i need this matter resolved because i still have to work. I had to get a rental which i could only afford for a week and i called for a week to find out if he called my warranty company he said yes ok great. He said nothing was covered, now I’m like well why not. When i called the warranty company they said he stated i put the wrong gas in my car i said no i have a receipt for what i purchased. So now I’m like you told me it was water now your telling them it’s not. Then my insurance company sent an appraisal specialist out to look at my car he told them that it was no water found in the gas actually there was too much ethanol. So you tell me the first day it was water in my gas now you tell two of the companies the wrong story about the gas in my car. First it was water, wrong gas and now its that there was too much ethanol not water. I told him I’m gonna pick up my car today and they tell me pay the diagnostic fee because I signed authorization for them to do a diagnostic test I signed for you to do the proper diagnostics not give me a false diagnostics on my car and you couldn’t give me a clear answer as to what the problem with my engine. I spoke to the manager Mr. Boyd and Tommy who had my car said well it was a suggestion, we’ll you don’t give a paying customer a suggestion you should’ve given me facts. What you thought was I was just going to pay for the repairs. I think not I’ll pay the diagnostic fee because I’m never bringing my car back here you guys gave me a false diagnostics and expected me to pay $1087 in Engine repairs. I think not I will never take my car back to that location or tell anyone to go there.

Alex Ahmed-Robinson Jun 12, 2019

On 9/10/2018 I entered into a purchase agreement with Autonation Ford of Orange Park Florida on a F-150 crew cab truck. I was told by the sales executive (Bob) that handled the transaction that there were no open un-serviced recalls on this specific truck VIN 1FTEWICB5JFB30569. The sales executive provided me with a disclosure document that stated the truck had gone through a 172 point inspection and was Ford Certified pre-owned, and specifically, he personally had checked the VIN for open recall notices. After returning home with the truck I did find a document on their listing that there was a declined recall dated Aug 22, 2018. That document is in direct conflict with the statements from the sales executive and the company. Upon further investigation; I called another Ford service center to check on the VIN for open recall notices and there was also a recall notice un-repaired, un-serviced and open from Aug 29th 2018. I had contacted the sales executive and he said the other dealer could be lying in an attempt to make a sale and that he personally checked the VIN and all was good. I insisted that he check the VIN and Magically there was now a recall that somehow just showed up. So, I called another dealer and checked the VIN and they too confirmed that it had been open from Aug 29th 2018. Further, the recall that they declined to repair and record as repaired and closed was supposedly addressed by taking a part from some other Ford truck and repaired, but their document does not support that. If this was true, then it would have been recorded as repaired vs declined. So, I was misled several times, presented a document that stated the truck was Ford certified and it was obviously not and specifically was given a disclosure document signed by the sales execute and that I also signed base completely under false work, false communication, fraudulent documents and soiled intent on behalf of the dealership and in representation of Ford Motor company as being qualified as Ford certified. The recall issue has the potential of horrific results including engine compartment and cab fires and in itself is a horrible thought that my family is exposed to. Failure to disclose is one thing, but false disclosure is an awful and dirty way to do business and had I not be "just curious enough" to glance at an open email, I would have never even known about it. But, Autonation Ford of Orange Park sure as heck did. All of this was after driving 60 miles to the dealership when the exact same sales executive misrepresented the driver seat being powered vs manual. This too was a specific discussion, that I asked him to walk out to personally check the truck as the photos on the listing had cut off the seat control area. He informed me that he checked and it was powered. Once I had driven 60 miles and discovered that, he later confessed that he just looked at the truck paperwork to confirm that is was an XLT "so he assumed" it had a power seat. Vs the specific question asked; please just go out and look at it. He said he did......This is clearly a resounding way of doing business and a pattern of misrepresentation over and over. Upon speaking with his Manager (Chris) I asked to buy a new truck, offered additional money for either the same model or even just and XL truck or lower grade / value truck then the XLT. I then went through an up-sale fiasco where he tried to sell me a far more expensive truck and extract another $8000. I had already stated that I didn’t want a fancier, up-sale truck and in fact would accept a truck with less features and a smaller motor. Then he tried to extract $3700 and I had already made a very respectable offer to purchase a smaller engine, less featured truck for an additional $1,500 even after all of the garbage they put me through and I then enhanced the offer to $1,700 without resolution. Then came the dirty dirt truth, they have the exact truck or trucks that would work for me and one I was willing to take any color other than White - But, guess what, none of those trucks can be sold as they are locked down due to, wait for it - un-repaired and open recalls. So, how do they know that, certified a truck that was clearly not certifiable by Ford standards, but they simply are now surprise that the truck they sold me has at least one open recall and another that they claim they stole parts from a donor truck and marked the paperwork as declined vs repaired, serviced, corrected, closed, good to go, safe, won’t catch you and your family on fire....I’ve spent many many hours on this only to hear that they have invest 4 hours this morning.. Not sure how this is my fault or my failure or my burden, buy Autonation Ford of Orange Park Florida feels its my burden. I wrongly assumed they were in the business of selling cars, truck and servicing customers and “Ford Certified” and meant “Ford Certified” and I’m very certain everyone there is paid to do that. On the other hand; I was just the guy paying them, being extremely cooperative and never once did I complain that I had to take my time to fix their failure to disclose, fix their failure to be transparent and not be respectable problem solvers. In closing, when I asked for the second key to the "Ford Certified" truck there was only one key and I was told that a key company would contact me about making a duplicate replacement key - That alone is a requirement for it to be sold as "certified". Update 9/13/18 5:pm: I left an urgent vmail to speak with Gene the GM yesterday and naturally he never called me. I then drove there 63 miles away to try and resolve the issue to my satisfaction and not only was Gene not available, but he left town without even trying to connect with me. I spent nearly 2 hours there and not a single human in the entire organization was available to even understand the prior days discussion let alone participate in resolving this. Apparently, the GM and the next in line where away and must be in a mysterious and particular place that doesn't have phones. I asked kindly to call one of them, to text one of them, to call corporate hq - no deal, refusal. Response from the owner: Greg, thank you for leaving this detailed feedback about your experience with our dealership. If you are willing, please call our General Manager at (904) 270-9943 for further assistance with moving forward. We hope to hear from you in the future. So, he can' take 5 minutes to call me, but I must chase him to resolve something I didn't react. Not sure how that make sense at all... RO NO SERVICE DATE SERVICE DESCRIPTION 669335 August 22,2018 DSRE - Declined Recall / Campaign Service

Gregory W Flake Sep 13, 2018

On Aug 6th my wife and I happened to be passing by the AutoNation Lincoln dealership when my wife spotted a Jeep Wrangler soft top out front. She has known that I've wanted a Jeep Wrangler for more that 20 + years. This is where I met Ike Ettinger. The sales rep that answered all of my questions on the Jeep and then some. It was late in the evening so we had to leave and come back the following day on the 7th. I felt confident that the Jeep was just not going to happen. My wife has been very ill and diagnosed with a terminal brain tumor just a few months prior to this. So finances were tight. I spoke to Ike about the Jeep and how I wanted to have one my whole life but now I wanted one to take my ill wife on a ride through the Smokey mountains in the early Fall with the top down to see all of God's glory when the leaves start to change color. It's something she has always wanted to do. Ike was so understanding of my situation and he dedicated himself to make this happen. I have purchased 5 cars in the past from the old Mike Shad dealerships over the years so I knew I was working with top notch professionals. Ike went in to speak with Ray, a Sales Manager, and in a few moments later Ike came back with a huge grin on his face. Not only did Ike and Ray get the payments down in to my range but they added Gap insurance and a 4 year bumper to bumper warranty, and financed the loan thru my credit union. I was truly beside myself and had to hold back the tears as I realized that I was going to make my wife's dream come true. My dream of owning a Jeep Wrangler and her dream of a ride in the Smokey Mountains all in one swipe of the pen. I called my wife to tell her the good news. She was speechless. And if you knew my wife, that is a miracle in it's self. When I took the Jeep home to show my wife she cried for almost a half an hour. When she composed herself, it was on the road with the windows down. I can't thank Ike and Ray at AutoNation Lincoln enough for all that they did for the both of us. By making her last few months worth living. And by helping out a husband who was desperately trying to make her final few months memorable. I know that God is calling her home around the beginning of the new year but what Ike and Ray have done for my family, "Priceless"!

raber Aug 10, 2015

I have to give you some background to help you understand why Dave P. is a magical wizard. Here is some brutal honesty. The last time I had awesome credit, I was in diapers. I am a spender and not a very good saver. I have so much student loan debt; I could have become two different kinds of doctors. I am the person who cringes when someone has to run my credit or get approval. I called Dave to ask a simple question about the Ford Fusion and he was helpful and friendly enough that I decided to go by the dealership. I was about 45 minutes early and he had someone else help me while he finished with a customer. That salesperson was also nice, but I completely lost sight of why I was there. I looked at cars and trucks that were not originally on my radar. After being offered an $800 payment, I left unhappy, but not surprised. After running an errand, I received a call from Dave who apologized for my disappointment and wanted to see if perhaps another car would work for me. It was then that I realized I did not look at the Fusion, which is what I originally came for. Dave was honest and did not try to upsell me or get me to promise an unrealistic down payment. I went for a test drive and fell in love with the car. He was even willing to have one delivered from Miami to meet the color requirements I had. After seeing the car they had on the lot, I could not even consider letting someone else take it home. He promised to work on my deal the next day (it night when I left). The next day, I received a call from Dave saying I was approved for the car at the down payment I was able to make and with payments BELOW my max limit. Yes BELOW!!! Who does that?? Dave does that! Until I put my signature on the last piece of paper, I did not think it would happen. I kept waiting for the other shoe to drop. Guess whatÂno other shoe! Did I mention the negative equity of $6k I had in a 2008 truck with 123k miles on it. Still, the payment was below my max. In addition to rebates and incentives to help with the negative equity, I received the lowest APR I have ever received. A single digit APR! I thought that only happened in the commercials. My APR was lower than I received from my credit union that financed my truck. Finally yet importantly, this was the very first brand new car I ever purchased in my 39 years. My beautiful Fusion had only 7 miles on it! After the sale was completed, Dave did not disappear. He walked me to the car, got in the passenger seat and proceeded to help me link my phone, show me how to work the many technical features on the panel and sent me on my way with a full tank of gas. Would anyone else have worked for me as diligently as Dave P did? I will never be able to answer that question. As long as he is in sales, he will be MY salesperson. He is among a list of prestigious DaveÂs that are synonymous with trust. When you think burgers, think Dave Thomas, when you think fun, think Dave and Busters, when you think powerful, think David Banner (incredible hulk trivia) and when you think cars, think Dave P. He is the Incredible Hulk of the car business. Now...I am off to get my Dave tattoo!

FUNNYLADY904 Aug 28, 2014

Last year, I went to Ford to purchase a NEW Ford Explorer and went in and spoke to several diffenent individuals and spent two day dealing with an agreement to purchase a new car. Please refer to the deal outlined below. (My emails are in green and a the sales associate are in yellow.) On Aug 31, 2011, at 10:11 AM, "Harvey, Brian" [Email address removed] wrote: Chris tell me something what are you trying to accomplish meaning payment term and everything my goal is to get you in the truck. Brian Harvey Internet Manager & Lincoln Specialist [Phone numbers removed] [Email address removed] From: Chris [Email address removed] Sent: Wednesday, August 31, 2011 10:36 AM To: Harvey, Brian Subject: Re: Explorer 2WD quote from Mike Shad Ford Lincoln - Orange Park Under 500 dollars, 60 months, the loan through Ford or my cap one. If it is through cap one I will have to Wait for the blank check Chris Carlyle On Aug 31, 2011, at 11:15 AM, "Harvey, Brian" [Email address removed] wrote: Chris I got you done at a 6.9 Apr and a $491 Payment what time today can you come in and take delivery of your explorer? Brian Harvey Internet Manager & Lincoln Specialist [Contact information removed] From: Chris [Email address removed] To: "Harvey, Brian" [Email address removed] Sent: Wednesday, August 31, 2011 11:26 AM Subject: Re: Explorer 2WD quote from Mike Shad Ford Lincoln - Orange Park Now Chris Carlyle I arrived at the Ford place 15 minutes later and immediatly they are asking me to have issurance switched over to their new car, removed my old tag, and filling the new car up. I NEVER received any pre-sale paper work and later was told the printer was broke by Gene. He also stated it was not proper precedure or normal for customers to see the final paperwork in the loan office. Later I found out the agreement was not 60 months but 72 months while I am singning the final electric copies of my agreement. At this point, I demanded my keys to my car back and wanted to leave, but my car keys where missing, my tag removed, and my car title was already signed over. At this point, I requested to speak to the general manager Gene where he rushed me off in a back office because customers where seeing how they lied and took advantage of me. In the office he kept offering things to make the deal better and I ended up with a car payment of 528.00 which WAS NOT THE DEAL I was promised. What your lie cost me: I figured it out... Since my car payment is 528.00 for 60 months.. However, Gene did cut me a check for 528.00 ON the day your FAKE deal was agreed too. Resulting in the following error OF course robbing my POCKET. So (28.00 * 60 =1680.00) 1680- 528.00= 1152.00

lion4u2 Jun 10, 2012

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AutoNation Ford Orange Park in Jacksonville, FL treats the needs of each individual customer with paramount concern. We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence!

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