12,000,000 Cars Sold to Happy Drivers

"It's nice not to haggle over prices. Their prices are good!"

-- Misty H.

"They got me in my dream vehicle. They listened to what I wanted and I felt heard."

-- Eloni T.

"Service advisor Katie was very pleasant and professional. 10k miles and service and was in and out in under 1 hour."

-- Tom D.

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Recent Reviews from AutoNation Ford Arlington

Drove 2 hours to purchase a used car. Prior to arrival, Jeff was responsive via text and phone. However, once the deal was signed, Jeff checked out. The vehicle only had one key. We said we needed two. Jeff's suggestion was for us to return on a Monday or Friday morning at 10 to get a second key made. Even after explaining several times that we live 2 hours away and that after a week our daughter would be taking the car to College Station, this was still his only suggestion. When it was time to sign the papers, we learned that because it was a Certified Pre-Owned, they were required to provide us two keys. Used car manager says no problem, we will have someone come to your house and make you a key - perfect!!! We leave the dealership on Wednesday afternoon (with one key). I text Jeff Thursday and Friday with no replies. Late Friday I get aggressive and he finally replies that it will be taken care of Monday. So its Monday at 2:00 and no word from Jeff. I reach out to locksmith and they have not made contact. After two texts to Jeff, the later being very aggressive - Jeff calls and is SO VERY RUDE...raising his voice and just being hateful (I sure wished I had recorded the call) - he still doesn't know his business well enough to know that he is required to provide me the second key - he is still suggesting that I drive the car back 2 hours on Monday or Friday and have a key made. When I say, no the manager says you are sending someone to my house. Because he is obviously out of the loop - I said, just let me talk to Jason (used car manager) - his reply - "you can call the main number and ask for him". 5 minutes later Jeff calls back, much nicer tone, says he talked to Jason and the locksmith has been called. To wrap up the story - Jason, the used car manager got involved and a locksmith was sent to my house and we got our second key. He followed up and was responsive - this is the ONLY reason I recommend this dealership. Either make sure you have everything you need before you leave the dealership - or get the managers cell phone number.

Jeannie Cash Hilbers Nov 13, 2019

Everyone loves driving off the lot in a brand new vehicle.. no one loves the process of getting there! We had a very specific truck we wanted. Being the end of year the availability options were limited. We actually live in San Antonio and purchased the truck in Arlington. We also had an exact price we were willing to pay, and going back and forth with a pushy salesman wasn’t something I was looking forward to. I’d rather spend my free time loving on my kids over trying to wrangle a 15 month old in a dealership. I texted Edward and told him exactly what I wanted and what I would be willing to pay. It took some work and a little time but Edward got us there. All over text! No wasted day spent at a dealership. No getting up and threatening to walk out ten times. No salesman holding your keys hostage while he runs back and forth to talk to a manager and comes back with ten different offers before you get where you need to be, if you get there at all. While I hung out with my babies Edward did all the work with an occasional text to verify information or update on status. He didn’t waste my time with offers he knew were not going to fly, he didn’t push or insult me, didn’t try to tell me what the value of truck was as if I couldn’t read or didn’t already know. I have to admit in the back of my mind I expected some surprise or back peddling once we arrived to the dealership. My husband and I actually went back and forth on whether to call the bank to get the check issued, expecting some change once we actually arrived. I was certain we were going to get there and there was going to be some surprise. The only surprise was there were no surprises! The truck was waiting for us to look at. The paperwork was exactly as we discussed. Everything was flawless! I can’t say I loved the process... who really loves the process of buying a car or truck??? But Edward made it easy... he took the stress and frustration out of things and made a dreaded process easy. Absolutely 100 times over I recommend Edward!

Dianna M Kellum Nov 9, 2019

Very poor service experience. Scheduling the warranty repairs to my 2017 Ford Focus online was easy. But, that’s where the pleasantries ended. Dropped the car of as planned but the service advisor team seemed to have zero clue I was supposed to be there. Had to go over each concern with the assistant service manager. Why did I fill out all that data on their portal?? I was given a pre-excuse by said ASM about who my repair order was assigned to and that advisor’s schedule before I left. Guess I should have lowered my expectations at that point. Car was dropped off on a Wednesday morning for a recall, a concern with a headlamp, and a funky operation with the much-maligned Ford auto-stick transmission. I had to reach out to the service department on Thursday evening to get an update that went unanswered. Again on Friday morning I left a voicemail and email for the ASM that took my vehicle two days prior. I called again 24-hours later and was finally routed to that advisor whose name was on the ticket. I’m guessing this person didn’t even know what I was talking about because he proceeded to relay quite a bit of erroneous information about my car to me. He tried to tell me that “ certain parts” of the transmission would not be covered under the powertrain coverage. Wrong. Monday afternoon rolled around and my phone rang from AutoNation Ford. I nearly fell out of my chair. It was the advisor on the line providing an accurate update on my car. Seems he actually read the repair order this time. Quite a turnaround as now all items were to be covered under the 3/36 and 5/60 warranties. Car was expected to be completed the next day (Tuesday). About 4:30 Wednesday afternoon the advisor called to inform me that the car was in the wash bay and could be picked up in about 30-minutes. We waited about 45 minutes before leaving for the 20-minute trip to the dealership. Upon arrival we finished out the paperwork and waited. And waited. And waited. Finally figured out who our advisor was since “he had the keys”. He was on the phone and did not even acknowledge we were standing there with purpose. After another 5+ minutes he hung up. I stated who I was and the guy looked baffled. Had to show him the repair order. Our car showed up right at that moment. Wet. Hardly washed. Don’t go to an AutoNation store. Absolute terrible experience. If a service advisor/department cannot provide daily, accurate status updates to customers they have no business being in the profession. Zero stars. No “tens” on your survey.

Wes Tarkington Oct 13, 2019

The finance portion went particularly well. Charlie was very knowledgeable and it went well. Sales with JEFF was a disaster. I didn’t even get a chance to test drive the vehicle before going into finance. Went in at 12pm and didn’t leave until 8:45pm. Had to wait for the vehicle to be picked up from Frisco. I was told to leave about 2pm and told not to return until 5pm when the vehicle would be ready and paperwork would be ready to be completed. I didn’t go into finance until 6:30. I finally test drove at 7 and then salesman JEFF didn’t know how to set up FordPass and it’s still not set up to this date. Upon initial inspection is the vehicle minor road damage was found on vehicle and was told it would be fixed at a later date, vehicle had 1026 miles on the vehicle when website said 8 miles as advertised, also was noted that a “remote start” would be installed as negotiated at sales. When I questioned the miles, the salesman JEFF and he replied with “I don’t know what you want me to do about it.” After being there all day, I was just ready to take the vehicle and leave. Vehicle was then taken possession of. When returning to the house a few issues were found with the plastic on the fog lamps. On Monday, dealership contacted to start repairs and service needed as negotiated. Brought in on Wednesday and was told maybe by the end of the day if not the next. Loaner was given. Salesman JEFF said he would be there to help with installation of car seat and didn’t show up and didn’t even call my wife to notify her he couldn’t make it. Wife notified sales manager to take their time because she wanted it done right. Vehicle was not returned until a whole 9 days later. Upon inspection, the plastic on the fog lamp was not replaced as requested. Also noted that an after market remote start was placed on the vehicle and not a Ford genuine part. It was discovered after I tried to adjust the setting to have the remote start last for a longer period of time over 5 minutes. When the salesman JEFF was questioned about it over the phone he said “You didn’t specify a “factory” remote start in your contract, so we went with an aftermarket remote start as an alternative.” I then question the the decision to not place a Ford genuine part on the vehicle and he then said “That is not what you asked for. You only asked for a remote start not a factory remote start specifically.” This was very disappointing to myself and I felt cheated as I figured if I bought a new Ford vehicle from a Ford dealership that a genuine Ford part would be placed on my new vehicle. The salesman JEFF then notified me that the plastic for the fog lamp was on back order and he didn’t know when the repair could be completed. Service has yet to contact me since purchasing the vehicle. Purchased on 8/12/19

Evan Flores Sep 5, 2019

Left my vehicle on 11-20-2017 with 3 concerns noted. Told advisor that I was going out of town and wanted to make sure my concerns weren't serious. Was told when I called to check on progress that afternoon that no one had been assigned to look at my truck. The second time (the following day) I was told that two techs had been assigned to check out my truck. The third time I was told that although there were two assigned techs, they had done nothing yet, although they really wanted to get started on it. My appointment was on the 20th but no one had been able to look at it by Wednesday the 22nd. I took another vehicle out of town. Was contacted by service advisor on Friday and told that nothing could be found wrong with the truck after the tech's test drive and analysis. Suggested that I come to the dealership some morning and ride with the tech and point out problems. It's odd that he claims a test drive was done when the mileage in/out was the same when I picked it up. I was told when I contacted the service advisor on Monday, 11-27-2017 that my cost would be $235.00. When asked for what, he said for tech service and vehicle analysis. After discussing this, the advisor said he would discount the service and I would pay only an analysis fee and my cost would be $99.00. When I arrived to pick up my vehicle, I was told there would be a no charge and everything was free. While that's appreciated, I truly think that it's because nothing was done to seriously review my concerns. There was no mileage put on the truck and although you have machines to analyze vehicle functions, if I was told that a test drive was done and no mileage was put on the truck, it creates doubt that anything else was done. Your advisor was nice and cordial and spent time with me but that didn't fix my truck. Now I will be forced to take it somewhere else to make sure my concerns are addressed, as I had to do previously when you couldn't correct my front end alignment. I've purchased at least seven new vehicles from your dealership. The salesman I normally deal with is good and works hard to please us. I've had concerns with your service department since I started doing business with your dealership. I know this will only serve to be a point in your rating system, but felt that given the opportunity, I needed to express my continued disappointment in the level of your service on a number of occasions. Although I would recommend your dealership and have done so many times, I also warn about your service department if asked.

Terral Nolen Nov 27, 2017

This was absolutely the worst experience I have had at this dealership. From The time I dropped the truck off, I was treated indifferently. I pulled up in the service lane where the signs stated to go. I waited and waited for someone to come out, knowing they could see me sitting there in front of the LARGE windows. I finally went in. In the first office the person was on the phone, in the next office two men were sitting and chatting. I walked in and Lex looked up and asked me if I needed something. Yes, my car serviced. Prior to going out and even looking at my vehicle he wanted to know what all I needed and had me sign a form that it would be $99.95 to even look at the door that was stuck. I also asked that he check the drivers side blinker as I believed there was a bulb out. That done, he told me they were very busy and probably wouldn't even look at it until sometime on Monday (this was Thursday). I agreed and left the truck. He called me on Saturday to tell me that to fix the door it would be $600.00 (this is a quarter door) and that they would have to order the part. I told him to forget it and that I would have to pick up the truck on Monday as I wouldn't make it there by 5:00. I went by on Monday evening, stepped into his office, where he was again sitting and chatting, and he again asked me if I needed something. I said to pick up my truck, he just stared at me, I said the name is Russo. He said you need to just go to the cashier, they will have everything. I went to the cashier where I had to wait because he was not there. When he arrived, he found my paperwork and ran my debit card charging me $36.99. I asked him about the cost and he said everything they did was listed. I signed the receipt and was about to walk off with my keys when Lex walked up and told the cashier, you need to reprint hers. I just re-did it, do a reprint and walked off. The cashier said I wish he had told me that a while ago. He reprinted the invoice which was now $136.99. I asked him to go over what was done with me. He stated they changed the light bulb. I realize, that I agreed to the $99.95 charge to check the door, but I cannot help feeling extremely taken advantage of for basically being charged $136.99 to change a light bulb and being treated the way I was treated. Lex, never spoke to me at the cashiers stand or anything else. To make matters worse, I was told the truck would be parked somewhere out front. After looking around for several minutes, I went back in and told them someone needed to find the truck for me and bring it up, I wasn't going to spend my time searching. I also think that a $3.75 disposal fee for a tiny light bulb is ridiculous. All this said, the money $36.99 for a light bulb change might not be as much as issue if I had at least been treated decently.

kdrusso Mar 21, 2017

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12,000,000 Cars Sold to Happy Drivers

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Recent Reviews from AutoNation Ford Arlington

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