1 star because the Service Manager waived the fee. Everything went wrong from the very 1st phone call (to their call center because you can never get through to anyone at the dealership). They have NO clue. I called about a rumbling noise under my car. They scheduled me for a Saturday appt. I didn't know until I went & wasted my time that the dealership only does oil changes on Sat. The 2nd call was scheduled me a week later. They said the diagnostic test would only take an hour. I said I would wait because I didn't have a ride home. Appt day- I met with my "advisor" at 9am. She said it would take several hours for them to diagnose the problem & it would cost $99.95 if not covered under warranty. I told her what the Call Center said, & she said they are always wrong. She arranged to have a driver take me home. At 12:30 she called me to tell me I had a nail in my tire. She also said I had 3 tires of one brand & 1 tire of another brand & the noise was PROBABLY due to the mismatch in tires. She then tried to sell me a new tire after I had told her twice all 4 tires were new within the last 6 months! I told her this is the 1st time I'm hearing this noise & I know exactly what date I started hearing it so I doubted the tires were the issue. She said they could repair the tire for $29.95 & again tried to sell me another tire. She then asked for my insurance because I have tire coverage. I gave her the info. She said they could "probably" have it fixed before 4pm. Seriously? It's a nail in the tire. We're not rebuilding the engine! The time of 4pm is important to note because that's when their drivers quit & after that time there is no one to pick me up to bring me back to the dealership to get my car. At 3:15pm (3 hour later!!) I was starting to get worried about having a ride back to the dealership in time, so I tried calling the dealership. I spent 20 min on hold only to be transferred to someone's voicemail. I called again & finally reached a very nice person after 30 min of trying who found my "advisor" & put her on the phone. She said she was still waiting to hear back from my insurance company about the tire repair! Are you kidding??? For $29.95 I would have paid it out of pocket 3 hours earlier & had my car home by then. This woman has NO common sense. I told her to send a car to come get me, I wanted my car now. She said it wasn't fixed yet. I told her I'll get it done somewhere else. Had I not called back, then she was not going to call me & they were going to keep my car overnight (FOR A NAIL IN MY TIRE!!!!). I had a doctor appt scheduled for the next morning that I would have missed because of this incompetent woman. So the driver picked me up & when I got to the dealership I asked to speak to the service manager. While I was in his office, my "advisor" walked by. She saw me in there & proceeded to avoid me at all costs for the remainder of my time there. Actually, she should have been called into the discussion! I explained to the manager what transpired & told him that I didn't feel it was fair of them to charge me $99.95 after the treatment I had received, & he agreed. I also told him my "advisor" should get another job because she was not cut out for this one. He apologized & waived the fee & said their department is in terrible shape & he's trying to clean it up. So they held my car hostage for 8 hours, tried to sell me a tire, DIDN'T fix the problem & I had to get it fixed somewhere else. I will NEVER go there again!
Update 10/18/2021: Actually, now I would give zero stars if I could. Although there was a nail in the tire, this was not the reason for the noise. I had the car diagnosed by a proper technician. The issue is a failing wheel bearing!! Did Autonation even test drive the car??!! If they did & the technician diagnosed it as a nail in the tire, then they have a bigger problem on their hands than I do... an incompetent mechanic who is misdiagnosing & sending customers on their way oblivious to the danger that awaits them down the road!