Recent Reviews from AutoNation Chrysler Dodge Jeep Ram and FIAT North Phoenix

I have a 2015 Jeep Wrangler Unlimited. I was having problems with it not starting intermittently and had gotten stranded the prior day. I took it in and indicated that my husband had the battery tested and it was good, so I decided to bring it in. I also told the service manager that I was working with that when my husband removed the battery, one of the connections was loose, so when he put it back in, he made sure he tightened it. I acknowledged that could have been the problem all along, but would like to have it checked to be sure it wasnt the starter, the alternator or something else. At this point things were fine. I dropped it off Monday morning at 7:30. The service manager said she would call me to let me know what was going on. Their transport gave me a ride home and I went about my day. By noon, no call. By 1:00 no call and although I had no idea how many jobs they had that day, I thought I would call to see if they had the chance to look at it. A receptionist answered and said that my service manager Maureen was with another guest, but she would tell her to call me back in about 15 mins. By 3:00, I had no call back, so I called again. They said they would leave her another message. Around 3:30, she called me back and said the car had behaved all day, so they would like to keep it overnight to do a cold start in the morning, just to be sure it started and she would call me in the morning to let me know if I could come get it. Morning goes by, no call. Around noon, I call, a lovely young woman tells me she will leave a message for Maureen to call me back...again. i say o.k. and continue working. Maureen calls me around 1:00 and tells me, the technician thinks it may be the alternator or something else, but both are covered under my factory warranted, so either way, there will be no charge. She says she will let him continue working on it if that o.k. I agree, but tell her I would like to know if they are going to keep it again because I have to arrange transportation. She agrees and says she'll call me in a couple hours to let me know what's going on. By 3:00 I have no call back, so I call again. I again get told they will give her the message to call me back and it should only be a few minutes. By 4:30 still no call. I try to call one more time, and of course do not get her but this time was able to dial direct and leave her a message, so I ask my husband to come pick me up from work, leave work at 5:30, and head to the dealership so that I can follow up in person. We get there and she says to me she tried to call me right back the last time I called but I probably hadn't even hung up yet. One would think, if you were calling someone and really thought he or she was still leaving a message for you, you would wait a minute and call back. That did not happen however. We get there, she looks up the information and tells me that they still aren't sure, and they now think it may have been a lose battery cable (which was not loose because my husband tightened everything under the hood before we took it in, which I told her when I dropped it off), and they would now like to keep it yet another night to be sure. She said if it started in the morning, they would have it washed and I could pick it up in the morning. She also indicated they were not going to charge me if that was all it was. Next morning, I get a ride to work, by 11:00, you guessed it, no call. I call and leave a message directly for Maureen and request a call back to see if I can come pick it up. Hours go by and no call back. I call the general number at about 3:00 and tell the receptionist that my service manager never calls when she says she will, and they have now had my jeep for 4 days to tell me it might be a loose battery cable, and I no longer want to speak to her, I would like to speak to her manager. She tells me there are no managers available, but she will send an urgent message for one to call me back right away. Miraculously, about 3 minutes after I hang up, Maureen calls me and tells me that they did tighten a battery cable and the car has an aftermarket alarm so the technician wanted to make sure there was no wiring issue with the alarm. I tell her I don't think that's the case because I bought the car brand new, and I didn't have an aftermarket alarm installed. She tells me that some dealers preorder cars with them already in it, so I probably didnt know I had it, but all seemed to be fine, so they were sending it to be washed and I could pick it up around 3:30. I then leave work early, and go to get it around 4:00. I ask her about the alarm while I wait for them to bring it, she tells me the same thing and then thanks me for letting them keep it to "be sure" all was ok. At this point, I just want my car, so I don't argue as I do not trust them to work on my car further anyway. What she didn't know is that my husband worked as a manager for a company that installed aftermarket car alarms for 8 year and I know for a fact, the the alarm in my car is a factory alarm. My husband checked under the hood and there is no evidence that they even looked under my hood. There is undisturbed dust, no finger prints, and no evidence of any type of inspection. If they did look at it, they have the stealthiest hands as to not disturb any dust or anything. They had my car for 4 days. If it was a loose battery cable, that is a 2 min fix and I should have had it the same day. I didnt even mind them keeping it overnight just to make sure they weren't missing the problem, but beyond that, I was given a lot of excuses in my opinion. My biggest problem is that they never delivered on their commitments. There is not one time I got a call back when they said they were going to. I understand people get busy, but if you say you are going to call someone in the morning, and you don't call until 3:30pm, that isn't exactly morning. I would recommend that if you don't think you'll be able to get to someone until afternoon or evening, just say that. Set realistic expectations so you can delivery on your commitments to your customers. I also, feel that the response I got about was was wrong, was completely untrue. If you cant find anything, just say that. Don't makeup tales about aftermarket alarms. You never know what your clients might do for a living. I brought my car to the dealership as to not void my warranty not because I don't know anything about cars or alarms. I will not be doing business there again. I would not have a car serviced there, and I would not buy a car there. I would not recommend them.

Rachel Ronfeldt Apr 23, 2018

I had to come to this location to have my vehicle serviced due to it still being under manufacture warranty. I was told I had to make an appointment which is reasonable. I scheduled my viechle to be serviced on a Friday. I was told by a Maureen the earlier the better and convinced me it was best to bring it in first thing in the morning at 8am to have it ready by 4 or 5 pm. They were suppose to fix the thermostat. I had to rearrange my schedual like most would have to when your going to be without transportation for about 9 hours. On that Friday 4pm came around and I had not gotten any call. 5pm passed and still had no update. I called around 515pm and could not get a hold of a service advisor. I was told they would have someone call me back in 15min and never got a call. I called again. Same thing. No call back. I then continued to hold over and over again still not being able to get a hold of anyone to get an update on my car. I was told they were open till 7pm and around 620pm I requested a pick up as the advisor had told me you can get you picked up and brought to the dealership. Maureen failed to let me know till what time it ran. The operator then advised me sorry but it only runs till 6pm. It’s was then close to closing time, the dealership has had my car close to 11 hours and yet no call of an update. I then have a family member rush me to the dealership because I need pick up my car that was suppose to be ready at 4-5pm. I arrive right at 7pm with prettty much everyone gone. The only reason I got to talk to the last person standing was because a nice older man let me in who first welcomed me in the first time. A kind man named Nick was nice enough to help figure out what was going on for me. After setting an appointment, letting them “servicing” it for just about 11 hours I find out the vehical was not even touched. Horrible service. I took the time to make an appointment. Respected the time in which they told me my car would be ready by and yet get no call, no update, no communication. They should have the decency to at least call and give their customers an update. Beware bad customer service, I do not recommend this location.

karina Rocha Mar 10, 2018

I bought a new Jeep from this place...salesman (John Senter) did everything he said he would do. He got me the price I wanted and made the process simple....BUT...the finance manger is a real piece of work...the entire time my jeep was being detailed he followed me around the dealership trying to hard sale the extended warranty. I told him repeatedly NO!! I DID NOT WANT IT!! I'm Diabetic and I believe the finance manager was holding the paper work up until he could convince me to purchase the warranty. After an hour and a half of pressure from the finance manager (Vlade) to purchase the extended warranty I began to have a diabetic episode, my shaking was getting worse, my thinking began to get clouded. I told Vlade the finance manager I was unable to think clearly and needed something to eat. He couldn't have cared less, he continued to push the warranty knowing I told him I was Diabetic and was having trouble thinking. I was shaking so bad I could barely hold a water bottle without splashing it out. The salesman John Senter saw what was going on and ask me if I was OK? He went and grabbed some OJ and brought it to me and told me if I needed anything else let him know and he would get it for me. Just the fact that the finance manager attempted to take advantage of my situation, and push a warranty on me that he knew I didn't want still infuriates me. Had John not came to my rescue when he did my Diabetes could have progressed to a point I wouldn't even know my own name. Then That piece of shit finance manager just might have been able to push an unwanted warranty on me. But he was able to sneak a couple of charges in on me while I was still not thinking clearly..He asked who does my maintenance? I told him I do my own maintenance .He told me I get a years free oil changes. When I got home I saw two charges totaling $140.00 oil change it did not say oil change it was a code used by the dealer. I called the salesman and asked what those charges were and he said for oil changes...I said I didn't authorize this and Vlade said I got free oil changes. John said hold on and I heard him ask Vlade if he said I got free oil changes and the man lied and said he did not say anything like that. John Senter said not to worry I would get reimbursed for the charges Any one who tries to take advantage of another person who is in a compromised position is definitely NOT someone I would think AutoNation would want representing their company.

Steven Toler Mar 10, 2018

Horrible experience from the second I agreed to buy the car. I was using USAA for financing with a co-signer out of state, which I have done before with more reputable dealerships before, and it's never been a problem. I figured worst case I would have to wait till her paperwork came back to pick up the car. No problem. I was asked to partially fill out what was labeled a credit application. When I questioned it, the salesman Ricardo crossed through the wording and just said they needed it to run OFAC. When Rianna, finance manager, came to go over the paperwork and have me sign she handed me my credit report, to which I was very upset and asked why was my credit run? She was confused and said it was just in the file, she didn't have anything to do with it. After refusing to let it go Ricardo came and feigned ignorance, they said they would find out what happened. It's a huge deal and completely illegal to run someone's credit without implicit agreement, with my background in mortgage finance I am very aware of the regulations regarding this. Well the excuse came back that the people in bullpen running the paperwork (allegedly OFAC) didn't know they weren't supposed to run my credit. Well if it's not clear to them then why isn't there a different form to complete for OFAC when one is not using their finance department? Rianna then told me for future reference, I shouldn't give my social for OFAC, it's not necessary. So Ricardo had no clue what he was doing and he got me a ding on my credit without asking. Then I find out they intended to do a backup off with just me so I can take the car home while they wait on my co-signer's paperwork, which WOULD require them to run my credit, because it's essentially agreeing to go through them if need be should something not work out with my co-signer's paperwork. Which I understand needing to cover themselves should I want to take the car before receiving their fully signed contract so they can request funds from USAA. However this was never discussed with me, never given to me as an option, it was assumed that I would go this route. At this point since my credit was already run I went ahead and did it to keep it simple, however had it NOT been run I would not have done this. I would have just waited for paperwork to come back and pick up the car at that point. THEN, I was only given one key. The key fob key tag clearly shows "1 of 2" and when asked for all I was given was Ricardo would try to find it. I have asked twice and nobody has followed up with me, so now I only have one key and it is extremely expensive to replace a key, not to mention with Priuses you have to pay to redo the system with new key so it can work, who knows how much that is. VERY unhappy with my experience and I would recommend you do not do business with Auto Nation. My only positive experience was with Rianna, who was the only person who seems to know what they're doing there.

Darryle Royal Feb 26, 2018

I have purchased 5 brand new vehicles here and had sent family, friends, as well as coworkers here over the years. I had recently gone in to trade in my newer Durango for a new Ram. I had the Ram VIN I had chosen online. I was told it was there and to come on in. It of course wasn’t there... Go figure, right. 🤷‍♀️ It’s my 23rd new vehicle transaction so I get the whole back and forth and numbers game. Needless to say the sales guy (was new but very nice) was at a loss for what to do so had his manager come do his thing (shake hands and talk numbers)... This guy took the cake and ran with it like Forrest Gump!!! I think he was drinking at lunch because he couldn’t understand what was being said to him. I finanally stood up and told him he was wasting my time, and I left. The sales guy did follow and apologized profusely over his manager’s poor attitude. I emailed the GM and he didn’t have anything to contribute. I know the GM could care less about my spending a measly $40,000.00 but I change cars like underwear and that money absolutely adds up. I had told the GM my teens were in drivers ED and I had hoped to return and buy them each a vehicle. Not only will I never return to this lot, but neither will my family, friends, or coworkers. I have had a vehicle damaged in the service department needing a new fender because someone drove into something (always do your walk around with your service writer) - seriously. I have had a service writer tell me to leave half of my kids at home because they didn’t have a loaner vehicle with enough seats. The kids were all at daycare waiting for me to pick them up so we could go home and eat dinner - special needs foster children. Waiting. Needless to say she found an SUV to fit the car seats for all of the children. I will say that, Nick, in the service department is always professional and gets the job done. He has a solid grasp of what customer service really is.

Momma Bird Feb 16, 2018

2015 Ram 2500 Diesel Service issues: Service advisor Maureen always friendly and helpful-read below for issues: • Fluid leaking near right rear tire-likely brake fluid: Per service advisor-tech made no mention of issues, despite rotating tires and marking right rear brake pad at 9mm. When I picked up the vehicle and discovered the issue was not addressed, I grabbed a paper towel, wiped under the leaking area and showed it to the service advisor-fresh fluid easily visible. Advisor stated vehicle was safe to drive and issue would be resolved “when vehicle returned to shop to replace warranty parts ordered”. • Rotate tires: Tires rotated, but tech did not adjust tire pressure for location-had to remove 20lbs psi from front, and add 20lbs psi to rear tires to meet manufacturer’s recommendations. • Oil change: Tech did not reset oil life indicator after changing oil. • Top off all fluids: Windshield wiper fluid near empty-had to ask service advisor to resolve prior to leaving. • Warranty-after bringing vehicle in 4 times for warranty work, the item will now be replaced. • (FYI-I always open the hood to ensure the oil cap at least looks like someone touched it…doesn’t guarantee they changed the oil, or put in sufficient oil-as discovered on a previous visit, but at least it’s a start…) I called to talk to the service advisor, and when she was unavailable, requested the service manager-who was also unavailable. I requested to be contacted ASAP to resolve issues, and my review would be based on such (to be fair, I contacted them Saturday at 330, and it is now Monday, 915-but if I can receive a survey request, surely a manager can pick up a phone). Individually, these issues could be ignored, but the basics of “service” were not completed as expected, which left me to wonder what else was marked done, but wasn’t. Trust is a brand that once lost, is hard to regain, and this not the first time I’ve had issues with the service department. Maureen the service advisor is always pleasant to deal with, as is the cashier, but when you pay for “service” that isn’t performed to a basic level, the entire department is discredited. Recommendations: • Provide sufficient staffing for, and have an advisor verify service is performed properly until the techs meet a percentage of “work completed as expected”. Tell your clients this…if we know someone is verifying the work, we drive away feeling more confident that you care about the service as much as you care about the payment. • Rather than having the receptionist to say “the service manager will call you when he can”, provide the customer with a specific timeframe: example: “within 24 hours, or Monday by noon” • Have rental vehicles available-nothing is worse than spending tens of thousands of dollars on a vehicle, hundreds more on service, only to be informed that the company can’t afford a 30 dollar/day rental for you. **Get rid of the phone tree-it took multiple calls over several hours, leaving messages on VM and with the receptionist to discover if my vehicle was ready to be picked up.

Rob Aldrich Nov 20, 2017

What do I think about the Dealership .. If I could give them a minus 5 I would .. Here's way .. I bought my 3rd car from them in May of 2015 .. It was 2015 Dodge Challenger .. The car had a sticker on it stating there is a package called a "Go Fast" .. The package was valued at $7559 .. I was told the car has extra horsepower (20 to be exact) .. I not being a mechanic believed the salesman .. I also bought the tire warranty and a paint warranty which I will talk about later .. Fast forward to the first oil change that was done .. I brought the car in and while I was looking for the salesman , a manager was outside .. They had a blue SRT there and the manager asked if I was looking for a new car and I advised I was here for the oil change .. He then asked which car was mine .. I said it is the green and black and he then said "that is the car we did a lot of work to. Do you want to trade Key for Key" .. I thanked him however I declined because I liked my car .. Fast forward to the second oil change and I ask the service guy want is the "Go Fast" package and he did not know at this time the parts manager walked over and asked me how I liked the car .. I told him I love the car .. He then asked if I liked the feel when the Cold Air Intake kicks in .. I tol d him there is no Cold Air Intake and he said yes there is pop the hood .. I popped the hood and he said there it is and he stopped and he said your right it doesn't have it .. The parts manager then tells me the car was to have the Scatcat package # 1 in it however the dealership couldn't get the parts .. He then said the Dealership didn't want to keep the car in the inventory so it was put on the sales floor .. One of the salesman actually tracked down what is in the car and he emailed the info to me .. I printed it and I brought the info to dealership near my home and they gave me a price for the items .. Their price with markup was $3414 and AutoNation charged over $7500 .. Crazy I know .. I then called the finance guy (AJ) and he said "I can sell a car for any price I want to" .. I was floored .. I called my wife to tell her and she called AutoNation and spoke with a manager and when I arrived at home I told him what happened and the manager said he would call us back in a few days .. That was a year ago .. I have since seen a car I wanted to get and I wanted to trade my car in .. I went too 2 different dealership's and they wanted to give me 22-23 thousand for the book value and that didn't include the "Go Fast" package .. So today 11/5/2017 I went to AutoNation because I was told they will do much better .. What they offered was an insult at 19 thousand and that didn't include the "Go Fast" package .. Not sure were to go from here but if I can save 1 person from being taken advantage of then I guess my story did what was needed .. It's funny because loyalty means something to me as AutoNation is a good 60 miles from my home and there is a dodge dealership about 3 miles from my home and I went to AutoNation .. Thank you for reading and please don't go there if you are a loyal person because they won't return your loyalty ... Oh by the way the warranty's .. First the tire .. I had 1 tire that was going flat all of the time and I had it fixed multiple times and they wouldn't replace it and the finance guy when buying the car told me the warranty is for 5 years and I could go to AutoNation 4 years and 364 days and get new tires no questions asked and that was a lie .. Thanks again for reading ..

Kevin Sirois Nov 5, 2017

BAD customer service in sales! We found a Prius on eBay that we wanted to buy, listed by Autonation in Phoenix. We did our research on it, but by the time we were ready, it was no longer on eBay. However, it was still available on the lot at Autonation in Phoenix. We phoned them, determined the full out-the-door price, and scheduled a time to pick it up. We live in Tucson so figured we could drive up, pick up the car, and get back to Tucson in less than 4 hours. We went to our bank and got a cashier’s check for the full amount of the purchase, and drove to Phoenix for our scheduled appointment. The very first thing we were told when we walked in and met with the sales person was that we had to fill out a financing application. We explained that we weren’t interested in financing, that we had a cashier’s check for the full amount (sitting there on the desk.) We were then told that it was a state law that they had to have that information. That was a lie. The truth is that if you buy a vehicle that costs over $10,000 with cash (a bag full of paper bills) the dealer has to disclose this to the IRS on a form 8300, which includes this information: name, address, social security number. That is all. First of all, a cashier’s check is not considered “cash” for purposes of this disclosure. This is from the IRS website: • The purchase of a vehicle with a cashier's check, bank draft, traveler's check or money order with a face amount of more than $10,000 is not treated as cash and a business does not have to file Form 8300 when it receives them. But additionally, the financing form asked such personal questions as the value of our home, the amount remaining on our mortgage, and names and contact information of several friends! Stupidly, we filled out the form, but again emphasized that we had no interest in financing. Here’s the cashier’s check! The sales person then disappeared to have the car cleaned (they knew we were coming, why wasn’t it ready?) In the meantime, another person came out and TRIED TO SELL US FINANCING! We again said we weren’t interested, and when can we get the car. The sales person came back half an hour later and said they were finished with the outside, and now they will start cleaning the inside. Maybe we’d like to go get some lunch? Uh, no. After being there several hours, being forced to listen to multiple up-sale attempts, and waiting waiting waiting, we finally got out of there with the car. I asked the sales person to shred the financing application and she said that would be done “after the information is downloaded.” The car only had one key, though it was a late model. We need two keys, and the dealer agreed to pay for the cost of an additional one, which we would have to get through our local Toyota dealer in Tucson. We had a document for that, but when we took it to the dealer in Tucson to get the key, and they called Autonation to confirm the payment, they couldn’t get anyone to talk to them on the phone. We paid for the key (over $300) and then started to try to get the reimbursement from Autonation. After many phone calls and emails, we were finally reimbursed several weeks later. So, all I can say is heed our experience. First of all, do NOT fall for the “it’s a state law that you must disclose all this personal financial information if you are buying a car with a cashier’s check.” They are trying to sell you financing in order to make more money off of you than the cost of the car. Don’t tell them anything that isn’t necessary in order to register your car. They now have all that information about us. Don’t let it happen to you. I’ve always considered car buying directly from a dealer worse than dental work without anesthesia. This experience with Autonation Phoenix confirmed that. Never again!

Sara Wright Aug 30, 2017

This was probably one of the worst experiences I've ever had. Clay (S.A.) was very nice and polite and my issue is not with him. Let me start off by saying when I first got there I watched people walk right by me and not acknowledge me for probably 15 min. I had 2 people tell me they were going to find someone (only because we made accidental eye contact) and no one came back... That should have been my first reason to just leave. . Then before Clay took my car back I had asked him about having all my fluids and everything else checked and he said "yes, we do a multi point Inspection for every one". I thought that was great and I didn't have to worry about it. My car goes back and I go to the lobby on the parts side and as I'm looking around the girl in there asks me "are you here for service?" Like it was some members only lobby. I have no problem with the wait time. I expected to wait. Now, when I get back to my car (thanks again Clay for opening the door for me) both the plastic and paper covers were still in it. No one could remember to take them out even though the techs are supposed to do it once they finish and drop off the car? It's whatever.. then my oil life was not reset. If your techs or whoever don't know how or want to work on different cars that are not from auto nation then someone should have just told me and I would have gone somewhere else. Somewhere that wouldn't do a half ass job simply because they forgot or whatever the case. I was sold a Mopar agreement thru Chrysler so unfortunately that's where I have to go. Here is my last issue, the inspection... So I received a clean bill of car health which I thought was great until I started actually looking at it... Here are the items in question... A/C checked... "Ok". I know my ac was not working at all today so I'm just curious what exactly checked out "ok"? Air Filter... "Ok". I've had this car for almost 3 years and I have yet to change the air filter. Window washer fluid.. "ok". ... It's bone dry.... While these are minor things it still makes me question the quality of work and it really makes me question that my oil change was even done correctly... What if there's not enough oil? Or too much oil..? I'm not saying it wasn't done correct but I shouldn't have doubts or question it. The only other concern I have is when Clay typed over all the previous owners information with my information. I could be wrong but I would think I would start a new profile and his would remain in the history archived or something. That's neither here nor there. In conclusion, I will never be returning to this dealership in the future. Not for an oil change or to have my ac checked. Again, Clay were very nice and informative but that does not make up for crappy service.

Jennifer Smith Aug 11, 2017

Very dissatisfied with the service I received from the service department. Made a service appointment with Zach bright and early for a 8am on Tuesday. When I arrived, I waited in the service bay for almost a full 10 min before anyone even asked if I had been greeted yet (all while the lady who pulled in front of me is standing in the service bay looking lost because she too was never greeted). Finally met with the service advisor Zach, told him my issues and proceeded to go sign off on the paper and get a loaner car (which I asked for when I made my appointment). Zach explained that the diagnostics fee would be $65 dollars but they can not give me a loaner vehicle due to they did not have any to give out. I was offered a courtesy shuttle drive if I was within a 10 mile radius of the dealership. I explained I would have never made the service appointment if I would not be able to get a loaner car due to my work is 40 miles from the dealership. He then asked if I could drive a manual car, I said yes and what do you know, they just so happened to have one. Zach told me it was $35 a day for the loaner which I was aware of due to it was not a certain that my issue was covered under warranty. I was told I'd be getting a phone call come early afternoon with the diagnosis. I didn't receive a call until almost 430pm with the news. The news, they couldn't complete the diagnosis. They just finished testing the battery and it came back as being perfect and that they need to keep the vehicle until tomorrow so they can test the alternator and another component and that they just wouldn't be able to get to it the same day because the technician who does it is not there. So now I'm stuck with the loaner car still unsure if my issue is covered under warranty or not because they could not finish a diagnosis in a 10hr time frame (it was almost 9am before I was able to leave the service drive, they close their service drive at 7). So on day 2 of them having my car I was told the pervious day by Zach that I'd be getting a call late morning/early afternoon with the actually diagnosis results. I never got a call, I had to call and leave a message for him to call me with a status. He called with a status...there really wasn't a status, they still have to do diagnosis to figure out what's wrong. Alright, well a few more hours go by and Zach calls with the actual diagnosis and that it was being sent off to be approve by warranty. Well it came back as a component that isn't covered under warranty so it was denied, Zach stated that everything else but the one part is covered. Which I get, warranties don't cover everything but I needed the diagnosis to know exactly what was wrong. I asked what the cost to fix it would be, which was a lot more than I was hoping for so I told him that I'd have to wait a little bit to have the funds and that I'd be by in a few to pay the $65 diagnosis along with the loaner vehicle cost and if I can get a printed out quote of the repair. After I said that things shifted, the diagnosis of $65 which Zach hand wrote on my initial paperwork in the service drive, was now $135 because they "had to spend extra time". I never signed for a $135 diagnosis fee and was told it would be $65. So my $65 diagnoses fee became $135 and because they couldn't diagnose my car in the 10hrs it was there the first day, I now had to pay $70 for the loaner vehicle. Never during any of the pervious conversations was it mentioned that the diagnosis fee was going to go from the $65 that I was told to $135 because of them having to spend extra time. My question is why am I being charged more for "extra time" when it couldn't even get diagnosed within the 10hrs it was there the first day? I have been going to autonation dodge since 2010 and this is the worst customer service experience I have ever received not just from autonation dodge, but from any dealership I have ever been to. I will no longer be doing service at autonation dodge, I will go to any other autonation but here.

Alex Marshall Jul 26, 2017

I will never bring my Jeep here again! Called and scheduled an appointment for 7am on Friday June 30th, got there and was told the techs would look it over and that they would at least have it for a day or 2. No rentals were available as the holiday was the following week, no problem as I had the time off but a bit of an inconvenience. Got a call that afternoon stating the tech was just getting to it and that it will still be a couple days. The next time I heard from them was Wednesday the 5th. Stating what the issues were and that it was approved through the Warranty and I should have it the following day. Now, I have to have my husband carpool me to work because I was still not offered a rental. Never heard back on Thursday. Friday after I called to get the status I was finally told that the part I needed was declined via the Warranty (I had been told previously that this was a suspension issue) the part needed was a Tie Rod (steering issue). I looked over my warranty and low and behold THAT is covered. After trying to get in touch with my service advisor and told she had the day off I asked for the manager, got his voicemail and left a message. I decided to take it upon myself and call my warranty AutoNation VPP, I asked why the part was being declined when it clearly shows that it’s covered. Was told that the part being asked for by the service dept. was the Drag Link, a totally separate piece but still shows as covered under warranty. He says to me there must be a miscommunication. What “miscommunication”; do I need a tie rod or drag link and why am I the one trying to figure this out? Finally was told that all was approved and they are sending the claim back to the dealership. All these phone calls are being initiated by me on Friday the 7th. Called the dealership back was told it was now waiting for approval and that they have a rental car for me because this could be another day. It is now Monday, I had to call AGAIN to get the status and was told the tech that was working on my Jeep is on vacation so another tech is going to finish up. What? The approval for the work was given at 1:23pm on Friday, did you do absolutely NOTHING with her over the weekend? Told that the job should be done tomorrow…we’ll see. Not only is the communication nonexistent, they make you feel like you’re a pain for calling in and trying to follow up. I never heard from the Manager Eric. I will say however, Maureen was my advisor, was pleasant and is working with me but I hope the last call I get from her is to tell me they are finally done. They will never deal with me again and will NEVER get a referral!

Shilo Thornton Jul 10, 2017

Where is the option for 0 stars?! Worst customer service ever number one the employees talk back like no ones business!! I called to make an appointment and even with that the "service" turnaround time was not quick at all!! I called them up and told them that my remote start was not functioning right i couldn't start my vehicle with my key from a distance they told me to bring it in so i brought it in i waited for about half an hour in the service lane till someone finally told me to go into the office to speak to jacob i go in their and ask him if he would be able to hook the vehicle onto one of his computers to check what the problem was so he did, "he told me what the problem was" and told me the price for it would be 125 he asked if there would be a problem if they kept my vehicle till the next day and i mentioned i would like my vehicle the same day as i am from out of town then he said he would give a call later that day to let me know it was getting late and i was getting a call so i called and had to leave voicemail when he finally returned my call he told me the technicians could not find the issue on my vehicle?! And told it would have to go into the next day him knowing that i needed my vehicle the same day he promised me a call the next early in the morning next day comes around i received no call so i called about 3 time left 3 voicemail no one was getting back to me by then it was 1:30pm afternoon of the next day i decide to go into autonation to find out why no one would return my calls and what the status on my vehicle was when i get there i was told it was Jacob's day off which i get a mans got to rest but why in the world would he not have gave this information to someone else so that i would have been called early that day once i was there i had to speak to Rocket which i have no idea how they hire these people number one he was rude he talked back he was sarcastic with his answer he rolled his eyes at me eveything about his attitude when he was talking to me was rotten he wa not helpful at all and then i saw him yell at the little hispanic guy that greets the guests in the service lane as a customer i dont want to see that.. he finally told me what they had figured was wrong with the vehicle and told me the price for it would be around 330$ and they would have to keep my jeep longer at this point i was pretty upset and did not want anything more To do with this place And i was still forced to pay 125 when nothing was done to my vehicle which is ridiculous and after the horrid customer service that i received ... needless to say i am unhappy and very upset with this place it was a huge mistake bringing it to them to i ended up paying hotel fees because my car was not given back to me the same day i missed a day of work and had to pay a friend to let me borrow his vehicle to get around because autonations shuttle will only take you somewhere within 10 miles i am beyond upset and will never be returning to them and would reccomend to future clients to not waste their money and time. Very upset with the service i received!!!

esmeg93 Jun 6, 2017

My son purchased a 2013 vehicle at Autonation Chrysler 1 month ago. The car was sold to him (and advertised) as Cert. Preowned. Long story, short, by time he got home with the vehicle, it had "developed" a very bad knocking noise. We immed. notified the dealership. The next day, my son headed out to take the vehicle to have a diagnostic done and it broke down. $300 tow later, the vehicle has been in the shop at Autonation Subaru for the last month. We have since learned that the car had many modifications that the dealership removed prior to selling. We learned that it was not actually a cert. pre-owned vehicle (even though we have a copy of the ad and window warranty paperwork that both state cert. pre-owned vehicle. We have requested that the GM contact us about this matter and to discuss the tow reimbursement, but cannot even get anyone at Autonation Chrysler or Autonation Subaru to give us his/her name or email. Everyone keeps telling us they don't know who the GM is.... In the last month while the car is being worked on, the techs and service advisor have all gone on vacations, and have all been sick. So here my son sits, exactly 1 month later. The first payment is due in a week and he has no vehicle. I will not even go into the entire no haggle nonsense, the sales people telling him that he would need one amount down to purchase and changed that amount 3 times until he had put 8K down. Then still giving him an awful interest rate. This was his first time purchasing through a dealership. Autonation has used every disreputable tactic in the book! Not to mention selling an extended warranty on a vehicle that they knew it might not cover. So before I get the standard response from Autonation to call the GM to discuss ways to work towards resolving this issue, I challenge the GM at the Chrysler dealership to discuss this vehicle with the service mgr at the Subaru dealership. I challenge him/her to address this matter by contacting me. The service mgr @ Subaru has our contact info.

Tracy Thomas May 2, 2017

Took my 2013 jeep wrangler sport to get the 4x4 or differential looked at because it was making a griding noise so i was asked to take it in on a Thursday at 630pm, there was no advisers available when i arrived but an adviser by the name of Rocket was available after a 45min wait. He helped take my information for advisor Lissa Madison to follow up with me the following day Friday. Friday came and did not receive a call all day and i called Friday afternoon and had to leave a message witht the front desk, they sent out an urgent mesage to my assigned advisor to call me with an update and she never did which upset me because i did not know what was going on with my jeep. I believe an advisor is suppose to always call to find out what exactly is going on with your vehicle to get details and also explain coverage, which on my case was never done. I called Lissa directly to her line and left a message and never got a call back, so thats a whole weekend without a vehicle and without an update. I call Monday morning to find out whats going on and i left another detailed message for Lissa and did not call back, so i followed up with front desk later in the afternoon and i asked to speak to someone and there excuse was no one was available and they took a message for someone to call back. Later that afternoon i get a call from the front desk saying my jeep is ready for pick up, i told front desk no one ever called with an update on my jeep to let me know what was wrong and what was fixed, nor to let me know my vehicle had been ready since Saturday. Front desk assured me when i arrived to pick up my vehicle an advisor would explain everything to me, i arrive and no advisor was available. I asked to speak to the manager after waiting 15 min for someone to tell me what was wrong and fixed, the manager himself was not helpful at all. His only way to fix the issue was to talk to Lissa and have her follow up with me first thing in the morning, which still hasnt happened. Also when i picked up my jeep the inside was detailed before i dropped it off and when i pick it up it was completely dirty with dust and cat foot steps on my seats!!!! This has been a horrible experience and i am very disappointed in follow through, honesty and customer service. I hope no one else goes through the same experience.

Luis Angel May 2, 2017

I was looking for a slightly used Ram 2500, and I found just what I was looking for. I had a brief conversion with a used car associate, and I told him I was in a hurry. He suggested, if had 10-15 minutes, I should get my truck appraised. Floyd, the used car manager reviewed my truck and said he would send me a quote later as I had to leave. No pressure everything seemed low key, just how I like it. While I was at dinner, I received a call from Floyd who provided me with the numbers on both trucks, mine and the one I was interested in buying. The next day I came down and purchased the vehicle, all went well. They tried up selling me on warranties, from paint, oil, interior to tires. I get it, but I did purchase the extended warranty to cover what the power train warranty doesn't. That night I took the truck home and found body damage. I returned to the dealership the next morning and was promised they would take care of the damage. I just got my truck back with the body damage was repaired, but they broke my top cap to the bed and tried gluing back down, obviously it didn't because it didn't stay glued down. The fender flare was also popping off. I didn't mind since I've order bushwackers to replace the old stock flares. I will call them tomorrow to ask for a replacement top cap since they damaged it during the repairs. Now for the perplexing item. I've been waiting for 40 days for my tags to arrive. I've received a better financing rate, from my credit union, but they will not fund the loan with a temporary tags. I went in at day 20 asking why DVM has yet to receive the proper paper work to complete my tags. Today, I called back and got the runaround and was told I would probably get an extension. I told the associate I didn't want a extension and shouldn't have to wait. I proceeded to send Floyd an email. He responded with we have 45 days to get your paper work submitted to DMV. I know this seems like small potatoes, but it is important to me. They got their money, now I want my tags so I can lower monthly payment, but their lack of urgency will cost me time and money. Signed, They almost got it right! PS. They still have time to make this right!

Not Happy. May 1, 2017

The purchase part of my experience with this auto nation was very good. I don't have anything to complain about. However the service department at this location is far from pleasant. I had an odd noise with the vehicle I purchased from them and knowing I had a warranty I went to them to take a look at it. I set up an appointment and once there was told 24-48 hours for them to find the issue. To me this was perfectly okay, I just wanted the issue resolved. After one whole business day I called to just check on the status. This is where it got bad. Any phone number listed for the dealership and service department relays you to a call center not even at the location. The person in the other end makes not attempt to help you by contacting someone at the service department. All they will do is send a message. After twice calling to speak with someone in the service department I finally got a call back on the 47th hour of waiting. Rocket who is one of the service advisors decided to finally call me back with an hour before they closed. I was told they needed another day to find the issue. After being without a car for the two days I was less then pleased and told him if they did not call me with the fix the next day I was taking my car somewhere else. Rocket called the next morning an hour after they opened with the issue and that parts were on order and I'd have my car back by the afternoon. The fact that they found the issue and fixed it on hour 72 means to me that my car sat for over a day before actually being looked at. If you set up an appointment here do not expect your car to be looked at in the time frame. Don't expect to be able to get a hold of them to stay in contact with them. Only expect to be with out a car for days and when you call to speak to someone who's not even there and will only repeat themselves and not give you the customer service you deserve. I will never recommend this location to any one. As well as never go back and see Mr. rocket again. They have lost my trust and respect. To your response, no I will not contact you because I will just get put on hold by someone not working there.

eric g Apr 12, 2017

My Wife and I recently purchased a used 2011 Jeep Grand Cherokee from the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership. I have purchased two other new vehicles here and have always had a satisfactory experience. During this most recent purchase all was going well, we were dealing with two outstanding salesmen Bruce Balicki and Jerry Peterson, both gentlemen I would highly recommend to assist you to find your next vehicle. Where I had an unusual issue was during the inevitable discussion with finance about the up sale to a vehicle protection plan. We were dealing with a Ronnie Wertz, he was expectantly pushing their plans and I wasn’t planning on buying one so it was no more contentious than I would expect until this happened after Ronnie left the table: A gentleman came over to the table and once more tried to up sell the protection plan, when asked his title, I think he stated he was the finance director and at this time I cannot remember his name. He continued the up sale and ran some numbers by us that were interesting but still not something I was ready to bite on. The usual back and forth with a few proposals and we came to an agreement; if he could hit the numbers I proposed we had a deal, Ronnie was at the table at that time and the “Director” instructed him to rewrite the contract to reflect the agreed amount. When Ronnie returned it began to go in an unfavorable direction. The paper work was presented to me, I looked it over and the number we agreed on was not met, not much but enough that when asked I stated that it was still off by a little over a hundred. Ronnie looked frustrated and just at that time the Director walked by leaving the facility, we shouted over if that did it and I told him we were still off by a little over a hundred dollars. The director asked Ronnie if he had done what he was supposed to and Ronnie stated that he had given both my discount and their discount, the Director then stated that perhaps they should just pull it off of the purchase and walked away. It was at this point Ronnie Wertz began to tell me that if it was he buying the vehicle he would place his wife first and not worry about the numbers, he went so far as to state that he wouldn’t even look at them just sign the paperwork because his wife was too valuable to even consider not purchasing it. Remember my Wife and I are sitting together at this table with Ronnie and here he is trying to shame me in front of her. I quickly became offended and very upset and finally had to interrupt him to state that I was merely asked if the numbers we agreed on were correct and I simply stated that they were not. I also stated that for the hundred plus dollars I would still sign the contract but took great offense to not only his tone and demeanor but the inference that I thought any less of my Wife. Ronnie did not apologize he just stated that he was only speaking for himself. I sat there stunned for a moment as he began to place the documents in front of us realizing that during a purchase of vehicle at an establishment I have personally recommended and purchased two New vehicles, I and my wife were being humiliated by the Finance department. I interrupted him once again and stated that I did not need to be shamed by him nor would I tolerate him speaking to us in that manner, I then asked if there was another person that could assist us through the remainder of the process (BTW we had been there since approximately Noon 30 and it was very near 5pm), he said there was and he left and Matt from finance came over and walked us through the remaining signatures without so much as an acknowledgement as to why he was there. We did not have to deal with Ronnie Wertz again and I will refuse to deal with him in any future purchases I may make at this dealership. This was one of the most unprofessional individuals I have ever dealt with and I hope that if you choose to do business at this facility you either do not have to deal with him or have a better experience. I am very disappointed in the Finance department at the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership, if this is the caliber of person they allow to deal with the public they need to rethink their program. Sales staff gets an A+, Finance you failed miserably.

Daniel Matta Feb 3, 2017

Think twice before buying a car here! The so called “Sales Managers” are the most ignorant I’ve seen at any dealership. I have a clear case of breach of contract. I have a “We Owe” to add navigation to a vehicle, which I paid full price for($595.00) that the dealer did not wish to honor after the fact. This is documented in writing on the purchase agreement, we owe, and several other places. The sales manager assumed that the current system was NAV ready and assured me that I would not have any problems having navigation added. When they realized that they had to replace the entire unit, they changed their mind about having it added. In good faith I opted for a refund rather than pursue legal action. The vehicle was purchased for my son as a gift and I had already given it to him and I wasn’t willing to take it back. That said, I asked for them to refund me the money for the navigation which they agreed to do but claimed that they had to wait for the loan to fund; even though I had given them a down payment that exceeded the cost of the navigation. I inquired several times about the refund and was brushed off. I explained that there was a down payment in cash that exceeds the amount of the refund owed. No one was intelligent enough to comprehend the fact they did have recourse if the loan doesn’t fund (which there is absolutely no reason for it not to). I was well educated on “company policy” but it seems like no one there was well educated on the LAW. The last person I spoke with used words like “Bottom line is that you have wait for the loan to fund”, “policy”, “my(his) money”. Here is the kicker….Even after the loan funded, I was asked to continue to wait 3 to 5 days for the check to be cut. I called the corporate office and left 2 messages and never heard back. Called and asked to the GM but apparently he is too good to actually take calls. I did however get a call back from the service manager in an attempt to sweep it under the carpet. Although he was the only one that actually was helpful, this entire place is a joke. I have been a MOPAR customer since 2003 and have actually done business with this company before. This is the last time this company will see a dime from me.

Osama Mekhail Dec 14, 2016

Osama Mekhail Dec 13, 2016

I tried out Dodge for the first time with my company as an efficiency travel vehicle. While driving cross country with my son , 500 miles from home , the factory tire swelled up like an egg at 9,000 miles on the car Saturday later afternoon. Not a single ding , or curb check , scratch , nothing . I first asked to PLEASE help us under warranty . DODGE DOES NOT GIVE YOU A SPARE TIRE,or at least not with this model. They give you a tire foam and some kind of built in pump if you get a nail. Absolutely nothing for a blown tire scenerio . I understood that the service department was closed until Monday , but we were stranded out of towners and I asked to please issue us a factory tire and we would go to discount or somewhere to get it mounted on Sunday next day ,we would pay for our own mounting there with no complaints about that . Just wanted to get back on the road with my son safely . Floyd hid behind me while I was talking to the person who supposedly was in charge , then popped up conveniently once I started getting upset that I couldnt get help . Floyd took about 30 seconds telling me what he CANT do , and when I told him I would park outside with a bad tire and explain to customers coming in my stranded experience , he told me he would call the police . He would rather call the police on a stranded out of town customer with son than help them or least make a call to any management there to help a new Dodge owner whos stranded out of town and mark down a warrantied tire .At least make an effort ? Nope . Then this so called manager followed me out the door , bad call as a manager there. I was already headed to my car waiting for my family to exit the buiding behind me. So instead , I let him have it at the top of my lungs in front of everyone and made a point at the top of my lungs how Dodge Dart doesnt give a spare tire for a brand new car . OUR COMPANY WILL NEVER BUY FROM DODGE AGAIN . This was a brand car we paid the list price for with no hassle . I was clear when I bought it , I didnt want discounts , I wanted good service. FAILED !!!! When I get back to El Paso , I will be letting my salesperson and his manager know WHY our company will never buy another Dodge , and I am giving him your dealership name with Floyds name when I do. Dodge also sends me emails occasionally asking how my Dodge experience is going , and BOY do I have names and a mouth full to tell them .

Rick Guthrie Sep 11, 2016

Let me start by saying that i do not recommend anyone buy a vehicle from autonation....i used truecar to get the pricing and then that person turned me over to a korean sales person that lied his ass off...they tried to change the agreed price...after what was suppose to be a "no problem buying" and 5 hours later and different people trying to talk me into buying everything under the sun...such as an extended warranty that i was going to get at employee pricing but was at full face value and for the run around they were going to give me a service contract for oil changes....i was charged $1000 .....pieces that the sales person told was $100 which i had no problem with are now going to cost me $700....i had my own financing and j.p. in financing assured me they would use...never sent it through my bank...but instead sent it through capital one so they would receive a larger kickback....i have now refinanced through my own bank...i have called to talk to the g.m. Neil Underwood and have not received a call from him but have received numerous emails from the korean sales person name not worth pronouncing...saying i want freebees from them and that im greedy..i have yhe saved emails....i have not asked for freebees...my wife tried to call to talk to Neil Underwood...and got everyone but...of course theyre all managers..lol...she was told that i threatened them and that they would take us to court....believe me i dont make threats...if i got pissed it would have happened....i just went in to cancel the extended warranty and service contract and told them how dishonest they are! After watching the guy stall saying he hadnt received the fax from my bank when in fact he had 4 times but his fax machine was out of paper! Now i have to wait 6 to 8 weeks to get my money back!.....i hope if youre in the market for a new or used car please use this post to NOT BY FROM AUTONATION DODGE RAM IN NORTH PHOENIX...at I 17 and Bell....i had to give them a star rating of one even though they dont deserve that rating either

Scott Stevenson Jul 28, 2016

I brought my car in for service for a small issue on Friday at 7:40 am. The car was still very drive able. They didn't even look at the car until the next Tuesday. Left numerous messages for a call back, an estimate, a status, or any updates but received nothing for five whole days. On Wednesday, I called in the afternoon and they said there are no techs there at the time. I drove there anyway to get my keys and get my car the heck out of there, and lo and behold there was the technician who took in my car. First off, don't tell me over the phone theres no one at the service department and then I come in to see multiple technicians sitting around and goofing off. No work had even been started on the car, they didn't even have an estimate yet, and I've been without a car for almost a week now. Use some common sense, let me at least use the car and bring it back when you're actually going to look at it. At least have the decency to call me back and lie to me about whats taking so long with my car. Did you guys even go to mechanics school? That's like rule number one. As for the dealership, they're the definition of scummy, low life car salesman. They called me the day I dropped off my car telling me that they're looking for vehicles like mine and can give me a good trade in offer. They said since the car is popular they can appraise it for more than its worth. So of course I get my hopes up and start looking for other vehicles on the website I may be interested in. I give the guy my number, so I'm calling asking for an estimate on trade in value just to get a ballpark figure. They said they won't give me an answer until I come in. So I finally come in and they make me wait around for over an hour while they're "appraising the vehicle" and they offer me a third of what the Kelly blue book trade in value is. That's a slap in the face, don't blatantly lie to me about what you're planning to offer and then low ball me and waste my time. That's just a dick move on their part thinking I would be so dumb as to not do any research about what my car is worth. Also I have great credit and they offered me 11.99% on the car I wanted. I feel bad for anyone who's bought a car from here because chances are you got underpaid for your trade in, you overpaid on the car you bought, and you have a higher interest rate than you deserve. Autonation is the worst. Don't bring your car in for repairs unless what you're actually looking for is long term storage. And don't trade in or buy a car here unless you want to feel like you got taken advantage of by a bunch of idiots

Andy-Long Le Jul 18, 2016

Andy Le Jul 18, 2016

I took my 2011 Jeep Grand Cherokee to the AutoNation’s service department on May 26, 2016 to have my front driver seat fixed. I also wanted to receive one of my free oil changes. Kevin the service advisor requested a tire rotation which I also agreed to have done. I told Kevin my service advisor that my Jeep was under extended warrantee for the seat issue. When I bought my Jeep Grand Cherokee I purchased multiple warrantees to cover the Jeep Grand Cherokee form “bumper to bumper”. In fact, the financial advisor who sold me the service contracts shared with me that if I had any problems with the leather seats including rips, ink marks, wholes, or electrical parts that my warrantee would cover the fixing of the issue of even replacing the whole seat if needed. But I found out over the phone today, according to my service advisor Kevin, the broken front seat was NOT covered under the extended warrantee contract since the issue was a broken part. Therefore either Kevin or the financial advisor who sold me the contract was not telling the truth. Either way over the phone I told Kevin to cancel ALL requested work except for the free oil change. I decided I did not want to do business with an unethical company who would sell me a $45,000 dollar SUV plus extended warrantees and “not honor” their agreement! I asked Kevin to send the shuttle to pick me up at home right away so that I could get my Jeep Grand Cherokee. After 1 ½ hours I called back because the shuttle driver had not arrived. Kevin shared that the driver was in Black Canyon City. I cancelled the request and had a friend drive me to AutoNation to pick-up my Jeep. When I arrive and went to sign the paperwork there was a charge on the invoice for tire rotation. Kevin said the service department did the tire rotation before I called. Kevin did remove the charge from the invoice. The cashier said my car would be outside the waiting room doors. It was not outside the doors at the pick-up area but in the back of the building. I walked to the back of the building to retrieve my car. As I got into my Jeep I notice that they did not wash it as stated they would do with the oil change. I plan on taking my Jeep Grand Cherokee to another ethical dealership to have my front seat fixed and to receive better customer service. My advice to anyone reading this letter on all the social media sites I’m posting this information, is do not do business at AutoNation in Phoenix, Arizona!

Steve Wood May 26, 2016

I took my 2011 Jeep Grand Cherokee to the AutoNations service department on May 26, 2016 to have my front driver seat fixed. I also wanted to receive one of my free oil changes. Kevin the service advisor requested a tire rotation which I also agreed to have done. I told Kevin my service advisor that my Jeep was under extended warrantee for the seat issue. When I bought my Jeep Grand Cherokee I purchased multiple warrantees to cover the Jeep Grand Cherokee form bumper to bumper. In fact, the financial advisor who sold me the service contracts shared with me that if I had any problems with the leather seats including rips, ink marks, wholes, or electrical parts that my warrantee would cover the fixing of the issue of even replacing the whole seat if needed. But I found out over the phone today, according to my service advisor Kevin, the broken front seat was NOT covered under the extended warrantee contract since the issue was a broken part. Therefore either Kevin or the financial advisor who sold me the contract was not telling the truth. Either way over the phone I told Kevin to cancel ALL requested work except for the free oil change. I decided I did not want to do business with an unethical company who would sell me a $45,000 dollar SUV plus extended warrantees and not honor their agreement! I asked Kevin to send the shuttle to pick me up at home right away so that I could get my Jeep Grand Cherokee. After 1 ½ hours I called back because the shuttle driver had not arrived. Kevin shared that the driver was in Black Canyon City. I cancelled the request and had a friend drive me to AutoNation to pick-up my Jeep. When I arrive and went to sign the paperwork there was a charge on the invoice for tire rotation. Kevin said the service department did the tire rotation before I called. Kevin did remove the charge from the invoice. The cashier said my car would be outside the waiting room doors. It was not outside the doors at the pick-up area but in the back of the building. I walked to the back of the building to retrieve my car. As I got into my Jeep I notice that they did not wash it as stated they would do with the oil change. I plan on taking my Jeep Grand Cherokee to another ethical dealership to have my front seat fixed and to receive better customer service. My advice to anyone reading this letter on all the social media sites Im posting this information, is do not do business at AutoNation in Phoenix, Arizona!

JeepOwner51 May 26, 2016

So this place is a total joke. I called the dealer and was interested in trading 2 vehicles for one new truck. Late model 2015's mind you. I knew what my trades were worth. Told the sales guy (Bruce) what I needed out of my trades and what I was willing to pay for a new 2016 Ram 2500. After some back and forth we arrived at a number. I live 1 1/2 hours from the dealership. So I took in car no 1 to have it appraised in person. Manager was happy. I looked for a particular truck. Didn't have the right color or options. Bruce said no big deal we can locate one. Ok. Good. Went back with vehicle no 2. Manager said well a locate will add about $2000. I wasn't willing to pay that. So I went home and called Bruce and left a message with what I was looking for. Sales guy was gone. Left. So the manager called me. I told him what I wanted. He said the heavy discounted price only applies to certain stock vehicles. So I asked which ones. He couldn't tell me. All he pushed for was to come in that same night. He'd make me a heck of a deal. So another hour and half later I arrive at dealership. No manager. No salesperson there. The kid they picked as being the full in guy had zero clue. So I told him what truck I was looking for. Surprise surprise they don't have one in stock. So he tries selling me a truck I didn't even want with options I didn't need nor want. But I figure hey if the price is right.... Wrong. Some manager comes out and quotes me a price $6000 higher then was originally agreed to. At that point I walked out. I drove to Bill Luke five miles down the road. They looked at my trades. We agreed on a price better then the original quote from Autonation. Saved thousands. Got a call from the GM. He said he was sorry for what happened. When I told him I had gone to Bill Luke he just said ok and hung up. Would you believe two weeks later the sales person calls me back wanting to give me the original deal. Ha. Autonation you lost my business and never ever will I set foot into ANY Autonation dealerships. This dealership was the worst experience I've ever had. Bait and switch. They'll push you to come in thinking they can smooth talk you into a deal. Worst of it is after all this the sales person "Bruce" denied they ever agreed to my numbers. Funny though I kept the emails as proof. Save your time. Go to Bill Luke. They might give you $1000 less on trade but won't charge you $995 for unwanted add ons. No window tint. You buy a car/ truck period. And they will beat anyone else in price.

Ralf Schurmann May 24, 2016

I received a recall notice from dodge. So I started calling around to find a dealership to take my car to. I had to call this location 4 different times over two days before they finally answered. The lady who answered was quite rude and acted like I just needed to hand my 2013 Dodge Dart over to them and not ask questions. After finally getting a small bit of info, I set up an appointment. I arrived at the appointment on time, parked in the garage and then stood by my car not knowing what to do. There are no signs directing you where to go and probably 15-20 employees are walking from place to place without acknowledging me. I did finally get someone's attention, he looked up my appointment and radioed the gal who was supposed to be helping me. She showed up about 10 minutes later and just told me to sign here and here and asked if I had a ride home. I did not, so she offered to get me a shuttle for free, which was nice. She told me they would have the car done by 3pm (6 hours of work) and they would send the shuttle to get me. Well at 3pm she called and said they wouldn't be done until the following afternoon, but she didn't know why. So having no choice, I say ok. The next morning, she calls at 10am and tells me my car is done early and the shuttle should be on its way shortly. So I get ready and wait and wait. An hour and a half later she calls back and says it wasn't actually finished and it was an error. So again, I'm told to wait. She also told me they were recommending 3 seperate fixes to the car, nothing to do with the recall. Which is bogus because the car is 2 years old. Finally at 4pm she calls and said its done, and it was this time. When the shuttle finally showed up and got me back to the dealership (around 5pm) I again have no idea where to go. So I walk into the office and stand around her desk, and she completely ignores me for about 3-5 minutes, which was extremely awkward. She finally looked at me and said to just head to the cashier and she'd be there soon. Which was another 15 minute wait. After signing for the work completed, I again wait for them to locate my car and bring it to the front, about 15 minutes. When she did pull up, I went to get in my car and she had the seat completely pulled forward and I couldn't even get in. Which seems like a silly mistake for a dealership to make. Anyways, overall I wouldn't go back here if I had a choice. Just too many problems and seemed hectic most of the time.

Joshers003 May 24, 2016

Update! Got a call from the sales manager apologizing and asking if we'd like to come in and deal personally with her and her co sales manager to see if we could work something out and they were great! Not everyone here is awful, they really worked with us on payments and interest rates since we did in house financing, and the did true car value unlike our original sales person so it really put us where we needed to be. I would definitely recommend if you come here you ask and only speak with Natalie and Bruce. They actually care about the customers unlike most of the other sales representatives. Old review below If I could give this zero stars I would. I went in today, after doing tons of research. I told the salesperson the car I wanted and what I could afford. Instead of listening he tried to sale me a shitty car I didn't want, then proceeded to put me in the original vehicle I wanted and try and show me all the perks as if he needed to sale me on the vehicle. I was already sold on the vehicle, I've had the same vehicle as a rental for a week, I know the in and outs I already want it. I told the sales person this is exactly what I can afford, not a penny more. He came back and said the best deal I can give is $180 over your budget. I told him no, can't afford it I'll go somewhere else. Proceeded to "make me a deal" 5 separate times all above my budget. We told him we were leaving and I took my daughter to the car. He tells my husband "oh we got it to below your budget." Okay yes you got it $1 below my budget but in order to do that you extended my loan to a 96 month loan. You didn't give me any of the discounts that you claim to have, which I qualify for. Then my husband tells them were leaving, there's nothing you can do for us. Well as he's leaving the salesperson is being yelled at by finance for letting my husband approach him to tell him were leaving while they were trying to discuss whatever "new great deal" they were trying to give us. If we can't be there when your discussing our deal that lets me know that all your doing is trying to fuck us over. The entire time I was there you didn't once listen to me and your only concern was selling me a vehicle at a price that was above the selling price. The entire process was rushed and intimidating. They treated it like a joke when I came in informing them it was a very serious matter for me and I was already feeling anxious over the ordeal. You don't have to sale me on the vehicle I already want, sale me on you, sale me on your dealership. Had you showed me you cared and had my interest at heart, I would have left with a brand new car and you would have made a sale. Sympathy goes a long way! Help me and I will help you. If you can't help me then that's fine and understandable, but if you can help me and you choose not to then you are not a person I want to do business with. Peter is an awful salesperson and I will never go to him or this dealership for a vehicle ever again!

Nikkie Schultz May 20, 2016

As a professional woman I have the joy of dealing with societally systemic sexism on a pretty regular basis. As a woman in ministry I have the joy of dealing with the type of systemic sexism that women in ministry get to deal with. I’m used to both of these, for the most part. My response varies depending on what I believe will be the most loving and the most effective. Sometimes that means I challenge bad theology or cultural bias. Sometimes that means I say nothing and say a prayer for extra mercy. Last night I got to deal with a kind of sexism that I haven’t encountered since my single days - from a man that my niece reflected, “Looked like the kind of guy who ruffies girls at parties.” I do encounter guys who strike me this way when I’m working various events around the Valley, but I’m selling them food and/or drinks so they usually want to be nice to me. Sometimes a little too nice, and sometimes they are still rude, but I work with a group that usually includes guys and we are there working with the groups that run the events so I feel pretty protected and safe. This was different. This was personal, and he was aggressive. What life altering event provoked this encounter? I went with my mom and my niece to help my niece buy a car. We entered a place of business and wanted to give them money. The salesman was very nice. The facility manager was nice. The finance people - both of the ones we talked to (the first was called out on an emergency) - were lovely. But the sales supervisor who comes in to push things from the initial salesperson to the finance stage - the person who is there to try and close the sale - that was a different story. Had everyone else not been as they were, or had the purchase been for me and not someone I was helping who had found a vehicle they wanted, we would have walked. Because it was scary. The guy sat down and began answering the questions we had asked - what a few different fees were, how they were figured, and why the vehicle was X amount over the value of the vehicle stated on the paperwork in the folder for the vehicle. Apparently that is the money that goes into the vehicle to get it ready to pass emissions and sell it and I had asked for specifics on what they had to fix. If out of $1,000 about $800 goes into the oil system then you might need to watch for leaks or other issues with that system. It didn’t mean she wouldn’t buy the vehicle, but it was information we had discussed wanting to know before she signed the final sale docs. He kept saying all the things that could be part of that difference and I tried a few times to ask him what they actually were. Instead of answering us he got very annoyed and said, “I’m telling you.” Then continued stating all of the systems in the car that can be fixed and have the cost go into that difference. There was some hard pressure sales talk going as well, and he powered through. Then he went over the terms we had been discussing (trade in value, monthly payment, etc.). He scratches a bunch of notes on the paper and then writes, “If the cost is $X a month I will buy this car today.” Puts a line for a signature and an X for her to sign. I told him that she wasn’t going to sign it and we would just wait to see if he could get the terms. He insisted that she had to sign it. I stated that she wasn’t going to sign any contract without all of the information clearly negotiated and stated and he insisted that it wasn’t a contract. At this point things shifted from aggressive sales tactics to full on aggression. This was also the point that I became, “Miss.” We went back and forth over whether it was a contract - and ultimately my niece pointed out that if it isn’t a contact then there would be no reason for her to sign it. He didn’t acknowledge her so when I repeated what she had said I got back, “Look, Miss, you’re making this difficult. This is what I have to take back for my boss to be able to move forward.” Right - because it’s a contract. “No, Miss, it’s because it shows you’re serious about buying the vehicle.” We’re here. We haven’t left. She wants the car. Go talk to your boss. She’ll sign with the terms are completely negotiated. “Look, Miss, . . . “ At this point I interrupted him and told him that it was inappropriate for him to keep calling me Miss. If he wanted to talk to me he could call me Reverend.” Those of you who know me personally know that I NEVER pull the title card. I really have NEVER insisted that anyone call me by my professional credential title. I am not concerned about things like that. So why do it now? Because this man was minimizing and belittling me with the title “miss” as though I was a little girl who was beneath him and had no right to challenge his authority. I refuse to be threatened and intimidated. Even then, he paused only a moment and called me Reverend and then was right back to Miss. His refusal to acknowledge my professional title was then combined with puffing up his muscles and flexing them as he leaned in towards me in a menacing way, talking over me, dismissing me, and when I pointed out that he was behaving in a condescending manner to me he responded that he wasn’t condescending to me as he dismissed everything I was saying. At that point, because he had leaned into my space and was yelling at me, I crossed my arms and leaned way back in my seat and said, “You are bullying me.” Every time he insisted he wasn’t, talked over me, demanded that she sign the paper, I repeated firmly and calmly, “You are bullying me.” “Ever since I sat down you have been rude to me! You keep talking over me like you’re doing right now and not letting ME finish what I’m saying!” “BECAUSE you are bullying me.” “You are making this difficult, Miss. All she needs to do is sign the paper and if she doesn’t then she can’t buy the car!” “Then I guess we’ll leave.” That stopped him for a moment as we stared at each other and then I broke the silence by informing him that we were completely done dealing with him and was there anyone there who he answered to - we’d like to talk to them. He insisted that his manager was going to come out and tell us the same thing and I told him that we would be happy to talk about that with his manager but he needed to get away from us right now. As he stormed off he stopped behind me and hissed “MISS” at me like a final slap. The manager apologized. He insisted that he would talk to him later but I didn’t get a feeling he meant it - my guess is that guy is pretty successful at bullying people into doing things and makes them a lot of sales. Maybe he’ll get a, “You went a little too far,” before they go to lunch. But the manager did answer our questions about what specific repairs and maintenance were done to the car, and he went back and put everything down all sorted out in a contact that she was willing to sign. She got the car. The salesman apologized. I called him out, though. He admitted that the guy is normally aggressive but that he’d gone too far for him - he’d never seen him get that aggressive. I suggested it was because people usually do what he said and he agreed. I also told him that he knew that would not have happened if we were men. He got a bit embarrassed but admitted I was right. So I asked him to think hard about not only the fact that the guy was either an idiot or a liar - that it was a contract he wanted her to sign - but to ask himself how he would feel if that man had talked to his mother or his girlfriend that way. He seemed to have a very sobering contemplation and kept saying that he’d gone too far. He really had gone too far. But that’s how bullies act when some girl doesn’t do what they want. That’s how men who think they have a right to get their way behave when some ‘miss’ makes things difficult. And I dealt with it because that’s kind of my superpower, but I’m really glad that my niece and my mother weren’t there dealing with it alone. And I really hope that the next woman who tries to buy a car there doesn’t get subjected to that. Shame on you, Autonation, for even employing a man like that.

Crystal Lutton Mar 28, 2016

2/2/2016 Found a Chevy Duramax on A website , filled out the interest card, and was contact by John “Sully” Sullivan of AutoNation Gilbert. He stated that the truck was a long bed, and I replied that I was not interested. He took my info and I advised him I was looking for a 2003-2007 Chevy or Dodge Diesel. Contacted within 30 min of initial conversation by John, stating he found a 2004 Dodge Cummins at a different AutoNation that was just taken in trade by one of their employees. I told him I was very interested. John sent pictures and said the truck was still available. I explained I was very interested, but on shift for two days. He stated I could start the process and the truck would be mine, pending I still liked it when I drove it. At his request, I filled out an online credit application and gave him my personal credit card information over the phone. 2/3/2016 Contacted by John and he stated everything was good, emailed me price ($24,000 OUT THE DOOR) and stated I had been approved through Hughes. John even sent a confirmation email stating I could come at 1030am on 2/4/2016 and the truck would be there. That evening, he text me and stated the truck had been sold to another employee and that he had tried everything he could. He would not allow me talk to a manager because he stated that they were not allowed to get involved in purchases from store to store. He also stated my credit had NOT been run, when in fact it had as reflected on my credit report. 2/4/2016 Since it was a Dodge, I tried AutoNation Dodge/Chrysler/Jeep and spoke with Jerry. He stated the truck had not gone through inspection, but was still available. I advised him I would be down asap as I had to wait for Cox at my house. I was contacted by Ricky Espizona about the truck that afternoon. I told him I had already talked to Jerry and he told me that he was the sales manager and to see him personally. I met with Ricky about 4pm and test drove the truck. Ricky advised me that the truck had just PASSED an inspection. After about ¼ mile of driving on 19th ave, the truck went into a “death wobble” and I almost ran up on the sidewalk. The truck, although deemed safe, put my safety in jeopardy. The truck was taken back and said it would be ready tomorrow at about 9am to re-test drive. 2/5/2016 Ricky called at 200pm and said the truck was ready. He said that he had found a couple leaks as well and the truck took longer than expected to fix it all. I arrived about 300pm. I told Ricky and another “manager” what price I had been told the truck was going to be sold for ($24,000 out the door) and have the emails to show it on AutoNation letter head. They stated they could not sell it for that, and that the employee that bought it before me had paid over $22,000. We finally agreed on a price, more just out of frustration because I was drained. That night, the finance employee came out and went over paperwork. He stated that he was unsure I would be approved, but would look better to the underwriter (as he had been one) if I purchased a warranty. Three different people came out to try and sell a warranty telling them “NO” each time. The original finance employee came out and said they would throw in a warranty for $2.00 more per month ($601) on the finance sheet and stated it was “unlimited mileage.” I took possession of the truck that night about 830pm that night. The truck had been washed, but was still dirty. I found TIM OPIC’s finance paperwork under the seat stating he paid $18,500 (approx.) not the $22,000 that he had said. The window tint was in poor condition and I could NOT get anyone to give me paperwork on the warranty information. 2/6/2016 The next morning I woke up and a fluid was all over my driveway. There was still a lot of fluid on the skid plate and dripping from a location that I could not pinpoint. I was contacted by Sean and he told me to speak to Maureen. I made an appointment with her and brought it in on Friday 2/12/2016. She stated that it would take most the day for tint and the leak, and I ultimately had to rent a car from the on-site Enterprise. 2/13/2015 I picked up the truck at about 10am, brought it home and parked on my driveway. Within minutes of being parked, I had the same leak, again staining the driveway of a new house I have only owned one month. Took it immediately back to AutoNation and showed pictures of the leak to Maureen. She requested that I bring it in Tuesday morning (2/16/2016) to have it re-checked/fixed.

Randy Frassetto Feb 15, 2016

Its a Tad Long but its on-going Auto Nation CRAP...........On 1/31/2015 I purchased a used Jeep from AutoNation in North Phoenix. I did not receive the Jeep until 2/3/2015. When I inquired to the shop where the Jeep was located, AutoNation Scottsdale, they said they were fixing an engine noise. When I asked my sales man Brent, the same question he told me it was being detailed, obviously being untruthful. On 2/3/15 when I received the Jeep I was very happy with the shape it was in. My wife pointed out an Oil leak under the motor. When I asked Brent about this leak and his response was there is no leaks all their used cars have been gone through and everything fixed, again obviously being untruthful. I drove the jeep 2.5 months to unsure it would be OK as my warranty would expire in 3 months from date of purchase. I took the Jeep to AutoNation Service for warranty work on 4/22/2015. My complaints were: Serious Oil Leak at the rear seal and vale cover, broken multifunction switch, broken windshield motor and a ticking from within the engine. The things that were covered were fixed so I thought. The Oil leak was in fact fixed although the ticking within the engine was not. The Tec that worked on the Jeep did not fix it, but recommended a ‘’Decarb’’. If at this point, the Tec did not acknowledge the noise why would he recommend a procedure to fix it? The ticking seemed to subside for a few weeks but then returned more often then it had been. I took the Jeep back to AutoNation Sales on 7/10/2015. I drove the Tec around and the noise didn’t do its thing (it was a cold start noise). I took the Jeep back on 7/28/2015 and left it over night so the Tec could start it in the morning. On 7/29/2015 after multiple attempts and disconnections I finally got a hold of my service adviser, Maureen. Maureen informed me there was a definite noise within the engine, but the Tec needed to check a few things first. On 7/30/2015 again after multiple attempts, Maureen called me back and informed me that no further work on my Jeep would be preformed until I paid out of pocket. I explained my story to Maureen and she said she would do some checking. A few hours later Maureen contacted me, after talking to the Scottsdale Auto Nation Service Dept., they knew the Jeep had a ticking noise within the engine, as this was the reason for its trade in. Auto Nation did not fix anything on this Jeep but, sold it to me knowing it had engine issues. Furthermore, this problem should have been fixed when I brought the Jeep in on 4/22/2015 when it was covered under my warranty. After meeting with the Sales Manager and Service Manager I was offered either A: Trade in Value for my Jeep for a newer Jeep, B: I pay to have the Jeep fixed at cost. I declined both offers, I am not interested in doing business with any AutoNation ever again. The Service Manager actually told me it was my fault as I should have gotten a longer warranty and or pushed the issue harder when it was under warranty. I have filed a complaint with the AG’s office and the BBB. I want my Jeep fixed as it should have been on 4/22/2015 at no cost to me......... UPDATE.... AutoNation fixed my jeep only after I posted this to their CEO Mike Smith on August 8th, 2015. I say fixed, well that placed a band aid on the issue. They replaced 2 lifters out of 12. Each Lifter is 5$......... Guess what...... the noise is back. Why would a company not replace 60$ worth of parts when it took over a $1,000.00 in labor to get to those parts? That's just plain stupid. Additionally, AutoNation never hooked the vacuum lines back up after this repair rendering my heater not working and filled my cooling system with water, not antifreeze. PEOPLE.. stay away from Auto Nation is all I have left to say........... Merry Christmas All

Ed Ochmann Dec 11, 2015

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