AutoNation Ford Katy - Service Center

AutoNation Ford of Katy Texas Service Department - is HORRIBLE! BEWARE!!! I took my Ford Edge (bought at this location) for a Friday 01/10/2013 0700 appointment. I left the car at 0707 (per their syst HORRIBLE! BEWARE!!! I took my Ford Edge (bought at this location) for a Friday 01/10/2013 0700 appointment. I left the car at 0707 (per their system), and waited for the van ride that was not scheduled to leave until 0730. Ford's "Promise date" for the car in their computer system was 1500 Friday 01/10/2013, but I was told it might be later to be "checked" (not repaired) since they were busy. I was told I would be kept informed by my assigned “Service Advisor” Sean Rogers, who gave me all of this information. I was never called or updated - and I had to call 8 times on Friday late afternoon via different phone numbers, through the Ford Dealer Main Operator, in order to get anyone to pick up; at 1730 Friday I was told that my car had not been checked yet. Options offered by Sean were to leave it until Monday; or bring it back 0700 Monday and supposedly keep the ticket open so I would not lose my slot in queue, Or (after some push back by me) I could - at special agreement with the "Manager" - leave it and it would be first in line for the next day/Saturday morning. I chose to be first in line Saturday - a big loss for me with no car - but bigger mistake with this Ford Service center. Again, Saturday mid-day rolled around with no update or call. I made 3 calls to them - no one answered. Their operator was "closed" and the place was not “normal business hours” (Sat/1300). So I got a ride there and - guess what? The place was open, with 6 Service Advisors and a Manager sitting in the booths. The gent that offered to help me (since Sean was no working) said their data system stated my car was on an "Authorization Hold". He helped find out more by going back to the shop and talk to the mechanic about it. I told him if the car was not being completed today - I needed it back, after leaving it with them for 30 hours. 30 minutes later - my car comes. They had not even looked at it. They took a quick look at that time only to tell me it was something “complicated – and not a quick fix”. In speaking with the "Service Manager" (Trent?) I helped him by filling in the little missing details around his vague explanation on the process, as he stated "well, Sean should have told you on Friday/0700 that the car would not be seen until MONDAY" (!) I reminded them what I was told, that no calls were made to me yesterday, promises were made to be seen first thing Saturday morning, and their own system listed me as "Authorization Hold". They seemed to be grasping at straws to explain all of this as if I knew too much. All of this is bad enough. But this runaround is the second time to occur to me in the past 1.5 years with this same car at Katy Ford! I thought the change from Champion Ford to AutoNation Ford might have improved their program. Not the case from my experiences – it was the same Manager I dealt with last time. They did the very same thing to me before – so – if you have a choice, consider all of your options. My thoughts are that they might be playing games since they are very busy, short on service techs (told to me when I made my appointment), and their system – well – if I understand their quality control processes – I think they are playing games to ensure that long service appointments or missed obligations are negated by offhanded key-strokes marking a job like mine as a “Authorization Hold” when it is really not. This would not show as a negative in Ford’s Quality Assurance program. Just a guess (yes, that is something I do for work). This is the smarmy impression I have from my experience. Now – I just need to fix the car. Then I need to decide whether I’ll ever buy a Ford again. You know I’ll never step foot in AutoNation Ford of Katy Texas – again. From their website : 100% Customer Service Commitment Our Dealership is focused on one thing only…Your Complete Satisfaction. We are here to help you, and our Service Team is dedicated to Outstanding Customer Service! More

Service experience was good. I can't complain about this dealership when comparing to other places I've taken my Mustang. They always service my vehicles right and I've never had an issue. I am usually this dealership when comparing to other places I've taken my Mustang. They always service my vehicles right and I've never had an issue. I am usually not there long for an oil change even though they get quite busy. Professional and layed back atmosphere. More

I came in to have the normal oil change and dealt with Tom Magee and he always takes good care of me and makes sure he works efficiently to get things done that need to be done. He is professional and fri Tom Magee and he always takes good care of me and makes sure he works efficiently to get things done that need to be done. He is professional and friendly and respects my time and gets me in and out. One time it took longer than usual but he is always communicating with me the situtation for me to know what to expect. Thanks Tom for taking care of my Ford and me! More

To call themselfs a service department is a joke. They cannot service themselfs yet your car. They have no idea what a car is let alone how to service them. They also do they tell the truth. You bett cannot service themselfs yet your car. They have no idea what a car is let alone how to service them. They also do they tell the truth. You better off going down the road to a ford dealership that knows what service is opposed to this effort expanded by this dealership. All you have to do is ask why they are still in business as they do not want to do anything, so they cannot be making a profit. More

The queing of customers is illogical. Their repair time is too long. It often takes over 1hr for an oil change. They do not compare to other dealers for service. Most recent experience : I tried to drop is too long. It often takes over 1hr for an oil change. They do not compare to other dealers for service. Most recent experience : I tried to drop off vehicle for blend dorr actuator repair. It is a 2010 Expedition so I was already mad that I needed this repair (on top of throttle body and 02 sensor within the first 40,000 miles). I made an appointment on line but when I showed up I found out that they would not get to the car for 3 days. Since I needed to get a rent car this was unaccaptable. I asked if they could just call me on day 2 or 3 of the "wait" and let me drop it off. I was told no. They are not friendly and act as if I am doing them a favor by using them. I have been disappointed so many times by them. More

My husband and I bought a new Ford F150 FX2. This is my husband's first new vehicle. We live 45 minutes away from the dealership. Keep this in mind as to how many times I had to drive back and forth. Bef husband's first new vehicle. We live 45 minutes away from the dealership. Keep this in mind as to how many times I had to drive back and forth. Before driving it off the lot, we noticed a ding in each of the front doors. The passenger side door ding is down to the primer. Our sales guy said this happens all the time because of how close they park together. He assured us that we would make arrangements to fix it, no problem. 3 weeks later after my husband returns to Afghanistan, I call and set up a time for it to get fix. Our sales guy gives me another truck to drive while they fix the dents. Few days later,I get a call and I go to pick up the truck. Driver side door looks good but the passenger side door was touch up with silver paint. They kept the truck again to fix what they tried to cover up. Next day, they call and the truck is done. I go to pick up the truck and it looks good. I get home a few hours later and a friend noticed the edges of the paint chip. They painted the door but never sanded the paint chip. And with further inspection, there was dirt in the paint. When looking at the inside he also noticed gaps with the inside panel. They had taken the outside hardware and the inside panel off. Who ever did this gouged holes in the handle of the door. They did not line up the panel correctly and tightened the screw at the bottom so tight that the plastic turned white and was smashed. I immediately went back to the dealership and again left it there. The manager Joe never came to to talk to me but instead sent Jenna to take my complaint. Days later went to pick up the truck again. This time the paint chip is completely gone after the 3rd attempt, Finally. When I inspect the damage they fixed, they again had someone covered it up with plastic, it was horrible. What ever they did it was rubbing off when u touched it. When I checked the screws, the plastic still pierced and flat. But as I was looking I noticed some scraps under the door frame. They have scraped paint off. I could see metal. Again I had to leave it. As of right now my anxiety level is threw the roof. What else will they destroy on a brand new truck? I have tried to talk to the manger in sales. Mr.Colvin has not deemed it necessary to return my call. But has assured me thru others that it will be fixed. I was told if I want it fixed they have to do it. The body shop has zero standards and communication skills. Terrible work. And the sales manager is the same. They do not care once you make the purchase. No integrity at all. There is more I could have added to make them look bad. But you get the idea. This was suppose to be a great experience but has truly turned into a horrible nightmare. I will NEVER recommend anyone ever to go there. More

They sold me a brand new car which turned out to be a lemon. They refuse to fix it. The car has transmission and a/c problems. They can't "figure out how to fix it." lemon. They refuse to fix it. The car has transmission and a/c problems. They can't "figure out how to fix it." More

I went to the service department several times and waited and was ignored. The service people were very rude and did not want to assist me because of my vehicle being a ARI fleet company car. I wanted to use and was ignored. The service people were very rude and did not want to assist me because of my vehicle being a ARI fleet company car. I wanted to use this dealership because it was fairly close to my home. The service is so bad at Champion Ford that I am willing to drive an additional 20 miles to get my car serviced at another dealership. Please do not go to this dealership for service. More

Dropped my car off at 7:15 AM and they could not repair that day. No one mentioned that the car may not be repaired that day. Faulty actuator in air conditioning system means that I will be driving a hot that day. No one mentioned that the car may not be repaired that day. Faulty actuator in air conditioning system means that I will be driving a hot car for another week. Poor quality and poor service. More