AutoNation Ford Gulf Freeway - Service Center

I talked to the Manager of this dealership, Mr. Bryan Nicholson, in a 3-way phone call with the Director of Service. My complaints concerned procedures that delayed car repair and I want to add a c Bryan Nicholson, in a 3-way phone call with the Director of Service. My complaints concerned procedures that delayed car repair and I want to add a complaint here that a better system would be to have the customer bring the car in when the shop actually NEEDS IT! The operator"0" phone option did nothing, the service department relied on the automatic message system, and fortunately the eager sales department always quickly answered the phone, and became the de-facto operator for me. This was the only way I could escalate to a supervisor position or above. My car was brought into the shop on Monday, October 3, 2022 at around 10:00 AM for 3 repairs. The mechanic assigned to all 3 repairs got the part numbers late Wednesday, October 5, and around 7:30PM I read the estimated repair cost for 2 of the repairs. No problem was initially found on the 3rd item. It was clear more testing was required investigating the 3rd problem, but the mechanic did no more work the rest of the week on my car, which remained in their shop for the whole week. Mr. Nicholson supported the Service Department policy to have the mechanic do all repairs on a car, due to a shortage of mechanics. In fact, the mechanic left early since there were no parts available to fix my car. Also, Mr. Nicholson said that even in my case where I stated the parts to be replaced, the parts could only be ordered when: a) the mechanic to do all the work had started looking over the car, given a list of parts, prices, and labor to me, and then the parts would be ordered. This was because in the past the dealership had a lot of unused parts. Mr. Nicholson became very agitated over the phone, and even asked the questions "Why do you a letter" and "What are you going with a letter" from him explaining his service policy and why it is preferred, despite obvious issue in repair delay to me. Obviously, he not only refused to write the letter, but wouldn't answer the question about why. He kept asking if I didn't want the car fixed, trying to end the uncomfortable conversation. Right after this conversation on Monday, October 10, I filed a former complaint with his peers, Ford Corporation and AutoNation Corporation so at least he would have to provide more sustenance to his repair policy. Mr. Nicholson called me around 5:00 PM on Tuesday, October 11, to indicate the car had been repaired. He did not make any special arrangement to have an employee pick me up at my apartment so I could the car that day; the van service was no longer running! In fairness, he didn't charge me for any of the repairs, but I told the dealership I was more than willing to do so. Of course, this kind gesture doesn't impact my effort to get procedural issues at his dealership looked at. If do have suggestions, and not just complaints, because I represent all customers who have had to unnecessarily keep their car at the dealership for repairs. 1) Can AutoNation Corporation work on a Ford parts facility in major cities like Houston so excess parts can be stored and easily found/used by any AutoNation Ford dealership in the area? 2) Eliminate policy of one mechanic does all of the work on the car. It actually wastes their time waiting for a slew of parts to be ordered and arrive. A mechanic should look at the car the first day it is brought to see what parts will surely have to be replaced and order started immediately. Customer can be given option to repay all or part of restocking fee to reduce repair time. 3) Have mechanic work on job which has all parts available, even if it is not the entire work order for the customer. If the customer doesn't have all parts in hand, have mechanic work on jobs whose completion time is expected to be less than the arrival of the delayed customer. 4) Have AutoNation Corporation develop software compatible with all dealerships to help facilitate 3) using AI if necessary and enforce its use. Have the software report metrics of service productivity and repair times for various jobs to both dealership and Corporation for accountability. 5) Install in dealership Service Department that long repair delays are unacceptable, that it's the responsibility of all to improve the situation, and that a repair malaise is absolutely unacceptable. More

We had an appointment for 8:00 AM Friday to drop our truck off for a recall notice. I was told we “for sure” would have the truck back that day. By 5:00 PM still had heard nothing so I called. Was truck off for a recall notice. I was told we “for sure” would have the truck back that day. By 5:00 PM still had heard nothing so I called. Was then told they “hadn’t even looked at it, could maybe look at it Saturday, but if not, it would be Monday”. Ridiculous. I went and picked the truck up immediately and will go to a different dealership to get this handled - even though we bought the brand new truck at your dealership. What is the point of making an appointment??? More

They were quick! Kept me updated about my truck also. Thanks for expediting me. I'll be back. Kept me updated about my truck also. Thanks for expediting me. I'll be back. More

Alex, service writer was pleasant and kept up to date on the status of my repairs. Autonation Ford provides great customer service. My family has purchased 3 vehicles in the last few years. They treat yo the status of my repairs. Autonation Ford provides great customer service. My family has purchased 3 vehicles in the last few years. They treat you like family. More

The facility is modern, the layout is convenient, and the service team have been helpful my last two visits. service team have been helpful my last two visits. More

Excelente servicio i buena comunicación para recomendar sobre las partes que necesito reparar en el futuro de mi carro . Muchas gracias por su trabajo y recomendaciones. Hervías José sobre las partes que necesito reparar en el futuro de mi carro . Muchas gracias por su trabajo y recomendaciones. Hervías José More

Mykala did and outstanding job walking my through the multiple repairs on my explorer . She was clear and concise on communication and expectations multiple repairs on my explorer . She was clear and concise on communication and expectations More

Excellent Service. Alex was nice and quickly to respond me, and my questions. Thanks guys for the great service you all have done to me. Alex was nice and quickly to respond me, and my questions. Thanks guys for the great service you all have done to me. More

Alex Fuentes was very helpful and attentive of my car needs. I am very pleased with the service and I rate Alex a five. Will highly recommend this location. needs. I am very pleased with the service and I rate Alex a five. Will highly recommend this location. More

Going to the dealership is no prize winning activity and literally everyone that owns a vehicle hates doing it. I'd rather get bent over and make forty dollars the easy way then pay the person, that bent me literally everyone that owns a vehicle hates doing it. I'd rather get bent over and make forty dollars the easy way then pay the person, that bent me over originally, twenty dollars just to stay in his car overnight for a place to sleep. However! Not all experiences are dreadful. Adrian was wonderful, communicable and attentive to my vehicles issues and my concerns. They had my vehicle fixed in no time and had the OEM parts in stock (which is saying something because my PlayStation 5 is still stuck out on a Chinese boat 5 years after its release along with all the rest of our goods). Rene (I hope I'm spelling her name right) was a doll in assisting me checking out/paying for my service. These two individuals are the only ones you need at this dealership. Great work! More