AutoNation Ford Tustin

I would’nt even give one star but I am doing so that people would spend some time reading what this is about. I was there to get my car serviced and had a couple of other minor problems. My service rep Mark was very unpleasant to deal with. He did not seem happy to see me, in fact any customer. He tried to throw all sorts of unnecessary charges on the estimate and I had to request him several times to let a Technician explain me why I need to spend that money. The first mechanic I was allowed to meet said that’s not required and recommended that Mark take it off the estimate. SAVED ME 70 $. The next charge for 140 $ to diagnose a problem and not to fix it. I was ok with that.
He wouldn’t even smile and I thought may be he was having a bad day.
The next day he calls me up and he was rude and unpleasant as he was the day before. He made a decision to fix the problem without my consent and charged me for that. I did not agree to pay the amount because I did not approve them to fix the issue. We went to see the manager and he literally lied about what he said to me the day before.
After trying to explain what I was told and what happened, his manager was really nice and sensible and gave me a really huge discount of 10 dollars.
Autonation, you really have to train your customer facing teams. I would never go there again and highly recommend everyone from not taking your car to this place.

As a former car salesman; here is some unsolicited advice:
Decide on the vehicle that you want. Do your research ahead of time and find out which dealerships have the vehicle you are looking for. Email the dealerships about the vehicle and get a feel for which dealership is going to work the best for you. Once you’ve narrow down a dealership, get the majority of the details worked out with them. Go to that dealership ready to buy the car. Be courteous to the sales staff (you want them to like you). Be reasonable, but firm with your expectations and demands. Be willing to walk away if they don’t meet your expectations.
With that said, I purchased an F-​150 at Tustin Ford following this blueprint. I did my research ahead of time and decided on the type of truck that I wanted. I found a truck in their inventory that checked all the boxes on my list. I emailed the dealership ahead of time to get the loose parameters of a deal in place with an internet salesman, Al Rocco. When I arrived at the dealership, I was offered genuine greetings and promptly attended to. I test drove the truck, during which time Al was down to earth and friendly; answering my questions and offering useful information. When it came time to take care of the final details of the deal; the sales team, including the sales manager Tim Hill, were upfront and reasonable. I finished up in finance with Mark Puebla; who was very personable, transparent, and got me a better interest rate than I was initially offered. There was no stress involved in the negotiations and I never felt pressured. I left the dealership very satisfied with my experience. This is exactly what I hope for when buying a car.
I would definitely buy from Tustin Ford again, and I would go through Al. If you are in the market for a Ford, here is his email
. Godspeed, may it serve you well.

Highly recommend this Ford Dealership. Purchased an Explorer. Dealership is worthy of the Ford name and the trip. Great customer service.

Brought my 2008 Mustang in for the Airbag Recall. I was told that they wouldn’t have the parts until the end of the month. I said that I was too worried to drive it or let my teenage son drive it because of the airbag and could I leave it there until they had the part. «No». I asked if they would tow it. «No but I can recommend a tow company. Besides it’s not a big deal. It will be fine to drive it». I said do I have any other options that you could help me with. «No it will be fine ». So I asked for a brake check and an oil change to put myself in the category of a Autonation customer. Maybe they would let me leave it there since it is a 20 min freeway drive home. When they called me to pick it up. I asked again if there was anything they could do. Again they assured me that I could drive it, that it wasn’t a problem to drive the car until the parts came in. So I brought my son with me to take the car home. When we got home, he told me that the interior was coming off. When I finally checked, both of the side door leather panels were completely separated from the doors. So I sent my son back to speak to the manager directly because my interior had been in excellent condition when I left it at the dealer. The manager told him that was typical in the heat and then gave him a business card to pay someone else to repair it or he (my teenager could repair the door panels of my $ 14 000 car with spray adhesive) If it was that easy why did he not offer to take care of it in the Service dept. Where it would be done professionally not by a teenager. Especially when it happened under their watch. Besides my car is only 8 years old. I have never seen door panels come off any car period, much less at the same day, in a car only 8years old. How much goodwill and positive press could he have wrought with that gesture.
Most importantly a couple days later, I heard on the News that a teenage girl had died of shrapnel going through her jugular vein and many others injured or dead in accidents from shrapnel from the faulty airbag penetrating their abdominal cavity from the very same airbag problem that mine had been recalled for. The very problem that Autonation assured me was safe for me and my teenager to drive until they had the parts. Moreover the news report said that the problem was especially bad in models over six years old (mine is eight) My son is back to taking the bus and the Mustang parked until this is resolved. What a risk you took, Ford Autonation of Tustin CA. What a huge liability you took by telling me on two different days, that my recalled car was safe to drive and that it was not a big deal. Shame on you!
The door panel issue showed me that Ford doesn’t stand behind their product and doesn’t care about customer service.
The airbag issue shows me that Ford Autonation, Tustin doesn’t care about my and my children’s lives.
I have been a Ford owner for many years. I have driven an F 150 truck, have owned two Mustangs and a T– Bird. But I will never shop for a car nor pay for further service at Ford Autonation, Tustin.

9 Quarts of oil…
So I took in my 12 Shelby GT500 for a basic oil change. The service manual requires for 6.5 quarts of oil. I was called and informed that my oil change was done and my car actually took 9 quarts of oil and the cost would be $ 155.xx. I informed my sales person (not disclosing his name) that I knew the vehicle manual required 6.5 and I would be there after 5PM to pick up my vehicle. Once I arrived he said that he would speak to the mechanics and ask what was the issue. I informed him that I spoke with Ford Customer Service over the phone and they verified with my VIN that the service manual required for 6.5 quarts of oil. Even on the Ford Owners website for the services it says 6.5 quarts for an oil change. I feel that if I was an unknowing customer that didn’t know anything about my vehicle I would have been taken advantage of. I will not be taking my vehicle back to this particular service center and who knows how many people this has happened to. If it is questionable call another dealer, service center etc.

I have a Ford Focus and while driving it home Tuesday, the engine stalled and the car would not accelerate correctly. I made an appointment and took it in to AutoNation Ford Tustin the next morning. Dan was polite and genial, and I let him know that I’m planning to drive up the coast in May and want to make sure that my car isn’t going to stall again and have acceleration issues.
Dan called me at 4:45pm that evening and let me know that they were unable to replicate the issue despite him road-​testing the car for 15 – 20 mins, that there was nothing wrong with the transmission and the car codes are up to date, and that «everything checks out.» When I picked up my car I asked him what he’d done and what I should do since there is clearly a problem that was not found or fixed and he let me know that if I have the problem again and I happen to be in the area, I can bring it back in (great, so that I can waste my time and have you not fix it again?)
Fast forward to Thursday morning, when I get in my car to drive to work. As soon as I try to put car in motion it’s obvious that there is a major problem with the acceleration that was not this bad when I brought it in for service. I checked my receipt from AutoNation Ford Tustin and noticed that the mileage in and mileage out were both 17,406, which correlates correctly to my current mileage and means their technician LIED TO ME AND DID NOT ROAD-​TEST MY VEHICLE. At this point I’m not sure that they even looked at anything or tried to find/​fix the problem. The acceleration, which was working fine save for the incident on Tuesday, was at this point working intermittently at best. It now crawls upwards, whether I’m putting a moderate amount of pressure on the pedal or basically pushing it to the floor. It feels like it’s going to stall out if I accelerate. It revs without proportional acceleration, and half the time will not accelerate at all even, no matter how I use the gas pedal. It feels beyond sluggish, and IS NOW EXTREMELY UNSAFE TO DRIVE.
I ended up driving it to Rancho Santa Margarita Ford service center this morning, which took almost an hour at the rate that I was able to get it to move. I had to have my boyfriend drive behind me cautiously but closely so that other cars wouldn’t drive behind me and hit me when I revved audibly but didn’t go forward any faster. It feels and sounds horrible; it’s obvious that there’s a big problem here.
As I was writing this, I just got a call from the wonderful technicians at Rancho Santa Margarita Ford Service Center, they have fixed my car, the issue was that a very important code update for the transmission control module had not been done on my car, SO THE CODES WERE NOT FULLY UP TO DATE, AS DAN TOLD ME SPECIFICALLY HE CHECKED AND THEY WERE. This update is EXTREMELY IMPORTANT TO DRIVER SAFETY, as without it the car computer system can LOSE COMMUNICATION WITH THE TRANSMISSION and have UNSAFE TRANSMISSION AND ACCELERATION PROBLEMS.
Nice to know that the guys at AutoNation Ford Tustin DON’T CARE ENOUGH ABOUT THE SAFETY OF THEIR CUSTOMERS TO DO THEIR JOBS! And DAN LIED TO MY FACE ABOUT THE SERVICES HE PERFORMED.
This is beyond a «this service center sucks, don’t use them» review — THEY OUGHT TO BE SHUT DOWN AND INVESTIGATED BY FORD MOTOR COMPANY FOR DELIBERATELY ENDANGERING THE LIVES OF DRIVERS WHO ARE FOOLISH ENOUGH TO BELIEVE THESE TECHNICIANS ARE DOING ANY SERVICE AT ALL.
Side note: I also left a message for Kevin, the service manager at this service center, yesterday evening to explain my dissatisfaction (prior to even knowing that they didn’t do any service on my car AT ALL) and asked him to please give me a call back. The receipt says that if I am at all dissatisfied with the service, to call him. As of yet, I have not received a call back.
Nice touch, guys. You can be sure that I’ve already filed a complaint against specific employees and your entire service center with Ford Motor Company.

Beware of taking your car there for service. Especially if you’re female. My daughters car was towed in for overheating. Absolutely ridiculous estimate to replace cooking fan and thermostat. Once told we were pulling it out they left voice mail that they could work on the price. Stupid stupid stupid. Just trying to take advantage of a naïve female. Getting work done for half the quoted price. And they had the nerve to ask for a $ 134 inspection fee although nothing was authorized.
Warning-​do not use them if you have to pay for it!

I visited a few dealerships in this area and these guys were the best. I had Tywon (sp?) and he was seriously the greatest sales guy ever. He was so genuine and I could tell he wasn’t just trying to sell me a car. I was nervous about qualifying for a new loan since I had just had an accident and insurance was lagging. TY went out of his way to keep my mind off things while we were waiting for a decision. Donnie and Tim were really cool too. Ultimately I didn’t get approved because of bank financing fees, but I still had the best almost car buying experience.

Service department here is great! Came in to get a couple recalls done on my Ford Fiesta. Everything was painless and went smoothly. I assumed, being a young woman who doesn’t look like she knows what she’s doing, they might try to pressure me into doing some costly repair or other. I worked with Dan and he was great. He did suggest a couple things, of course, but he wasn’t pushy at all. I came to pick up my car, and it looked like new. They cleaned it! Went way above and beyond what I expected, will definitely be back with any repairs I need.

Worst customer service ever, after leaving my last review I had a personal phone call that lasted over seven minutes that I was yelled at by their general manager for leaving my review, the first thing I asked him when he was done yelling at me was did you even read the review? Because the first thing I said was after my 6 visit I’m finally leaving a review. I was promised by him when I came out he would personally greet me and personally walkthrough the process of them properly replacing my windows weather stripping Kama he was upset that the company was going to have to pay out-​of-​pocket for me to get a new weather stripping telling me my car is out of warranty. I asked him was my car under warranty when I first took it in? His answer was yes my next question is why should I be responsible if you guys can’t get it done right? In part of his conversation where he was yelling at me I was told that he was going to wash his hands of me no matter what the result was after this. But he did promise that he would personally greet me and personally watch the guy doing the job which he did neither because I sat outside his office while my car was being fixed never oncr being greeted and he never went to watch them work on my car, I did notice once they gave me my keys at asked me to go get my receipt from the office when I came back he was gone and I wanted to wait to talk to him but he apparently disappeared very frustrated at all the time I lost coming to this companies more than six times they did it wrong. I got a response from somebody named Molly to my review apologizing for me being unhappy so when I responded to her I’ve never heard back

Service department is awesome, Bob took a great care of me, easy straight forward, in n out! Very friendly and helpful staff, I had a great experience with this dealer! Will come again for all my Ford and Lincoln service needs and will recommend to all my family and friends! Thank you Bob!

Came in to see a ford vehicle, passed by several employees/​sales people and hung around for 15 mins, nobody ever asked if i needed any help.

So we came in to get a nice used car Flex, Escape, or whatever. Choose the escape went through the normal time limits for car dealers. We had a pre approved capital one finance for 25-​K. To make a long story shorter Jonathan Angel (our sales person) and Nick saw the large interest rate they were going to charge and said we think we have a deal for you. We changed to a new 2015 Escape with a deal no one in their right mind could turn down so if you are going Ford see Jonathan Angel and the team of Jonathan Nick And Al finance. You will drive away happy for sure. I have no complaints and nothing but praise for these guys. GO To Autonations Ford you won’t be sorry. Steve Schaumburg and Toni.

POOR sales experience!!!
I came here ready to buy a new Ford Fusion, after already shopping/​calling around for prices and researching for months. It was just a matter of test driving it and signing the papers.
The first red flag was when the vehicle I wanted to test drive wouldn’t start. The salesman had to jumpstart the car and said this was «normal» for the battery to die.
Second red flag: While the hood was open to jump start it, I was taking a look under the hood and the salesman said to me, «You don’t understand what’s happening in there.»
I told him that he shouldn’t make assumptions like that and he still insisted that I would not understand.
Finally, as if that patronizing attitude wasn’t bad enough, during the test drive, this salesman was trying to «help» me WHILE I WAS DRIVING by actually adjusting the gear shift for me!
After the test drive was over, I walked across the street and purchased a new Mazda instead.
There is such a thing as a respectful, professional car salesperson, I just couldn’t find one at this Ford dealership.

AutoNation Ford mechanics don’t know how to work on Ford Mustangs… I went in to get my mustang rear diff fixed that leaked on the ground. I have been there 3 times or more for the same problem The last time I went in they told it was because my mustang lowered. But in reality there techs had over filled my diff and my mustang being lowered had nothing to do with it. I will be calling Ford soon and other automotive reporters to let them know.
I tried to call Kevin the service manager kept getting his voicemail. Bad service… DO NOT USE AUTONATION FORD FOR SERVICE !
Today 1÷12÷16 I went to talk to Kevin and he was very rude/​disrespectful with me did not like the fact that I wrote a Unilocal review. «Called me a dishonest person» I have a right to express my opinion on how I see things. Not good customer service at all.

I just purchased F150 at AutoNation Ford.
Farhan was my sales guy and he went above and beyond to find me truck with option /​Color I wanted. Also he and his Sales manager was very clear on pricing… very aggressive pricing!
When I made my decision on buying this truck, no upsell or any negative experience.
Great car buying experience.

I think when you’re trying to buy a car, a salesman can make or break your experience. We were at a different dealership and saw some used cars on this lot that we wanted to look at — we are buying today, and wanted to drive off the lot with a vehicle. There was a very tall salesman outside who saw us looking around that we flagged down. He seemed very disinterested and almost annoyed with our low budget — we had to press him a little to get the keys to look inside. He didn’t even introduce himself. After he walked away, we felt a little uncomfortable and decided to run back and let him know nevermind.
In sum, the cars in this lot look great. Just wish the salesman had been a little more personable so we would’ve felt comfortable buying one of them.

Great Experience!!!
Come to this dealer and ask for:
Robert, Jessica, Nick, Adel and Al who worked with me an extra mile to get the car I really want it… Thanks guys…

I have to give this dealer one star. I took my 2013 Ford Fusion Energi in for servicing about 3 weeks ago for some minor warranty work. I specifically asked for all TSBs and Safety Recall work to be done on the car.
Unfortunately they failed to perform an extremely important safety recall, which I presumed was fixed. While I was driving my car, the rear passenger door latch failed, exposing my child to potential death. There has been a recall on 400,000 2013 – 2014 fusions for a failed door latch. The fact that Autonation failed to perform this work and left my family in grave danger is absolutely inexcusable.
To make matters worse, the sales associate tried to upsell me on a transmission fluid change when no such service is required for my vehicle. When I questioned the sales associate showing him that the manufacturers recommendations specifically say transmission fluid change is not required for my car, he made up some BS story that the manufacturers recommendations are only the bare minimum and that I should do it anyway.
Be very cautious with this dealers service department.

I recommend Ford Tustin over others in the area!!!
I ended up buying my car from Ford Tustin and have got work done on cars here as well. It’s a great place, as far as car dealerships go. Very friendly and respectful staff, which goes a long way.