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Recent Reviews from AutoNation Ford Westlake

Brought my 2021 F-150 in for warranty work (had about 6 recalls on it). It took weeks to schedule the appointment as they would not provide a rental car even though I was in for "safety recalls". While in service, I called to check on the status of my truck and was greeted with poor customer service. The service employees could not provide an eta and it took about 3 hours to finally get an answer. When I went to pick my truck up, the front desk service employees acted like they did not want to be there and were not welcoming. When I go to pay (I had my tires rotated as well), I noticed I was being charged $90 for "free" warranty work and a tire rotation ($19.95). Eventually they removed this and I though I was on my way... I get in my truck to leave and noticed my windshield was very dirty (recall #1, replace windshield), so I go to spray washer fluid. While doing this, I notice a complete wiper arm is missing from my driver side (recall #2, wiper motor). Someone seemed to think I didn't need my other wiper!! I pull my truck back into the bay and the employees come out to investigate. We look around my truck to see if the arm was placed inside my truck when I discover the next issue. Now my tailgate will not come down (recall #4, tailgate locking mechanism). During this process, Nick (I believe a service manage brought in from Canton), was great help and kept me calm. He promised they would get everything resolved shortly, in which he held to that promise. They eventually brought in a new truck to swap wiper arms and magically my tailgate started working again. Through the entire process, I felt I was treated poorly for someone who purchased a brand new truck from this dealership. Nick in the service department was the saving grace and the only reason I didn't rate this 1-star. He was the only employee that handled the situation professionally and with urgency. Overall though, I will never return to AutoNation dealerships.

Adam Burns Jul 1, 2022

I sent this email to the General Manager of Autonation but received no response so I am posting it here. Good evening Mr. Szalai, Thank you for the email reaching out about my recent visit to your dealership. Unfortunately, I cannot say it was a visit that left me happy. Let me give a little background to the situation. Several weeks ago I completed the instant offer on Kelly Blue Book and Autonation Westlake was one of the dealerships that reached out to me to give me an offer. I spoke with Mr. Kucinich on the telephone and he gave me an offer in the $3,000.00 range I believe. This was the lowest offer of all of the ones that I received from Carvana, Vroom, Carmax, Autonation and others. I informed Mr. Kucinich that I would not be selling my vehicle to Autonation for this price. Several weeks went by and I received an email from Mr. Kucinich, I'm sure it was an automated email, but it inquired if I was still in the market to sell my Ford Fiesta. I replied that I was still in the market and that Carvana had offered me $6012.00 and asked if he could beat that price. He replied with the following "Hi Erik, It appears KBB might have missed this one. Is it possible that you would be able to bring your Fiesta by sometime today or tomorrow? With it's exceptionally low mileage, we just may be able to satisfy your request. Please let me know. Sincerely, Gary" With this response I scheduled an appointment for Thursday August 26th at 7:00 PM to come in and speak with Ms. Kucinich. I met with Ms. Kucinich and had the vehicle appraised and she offered me approximately $4300.00. She asked if I wanted to proceed that night and I told her that I was not going to proceed at all due to the low offer. I informed her that Carvana was offering approximately $6000.00 and she went to speak with someone to see if she could get the offer raised. She came back to me and said that they could not come near $6000.00 but would give me $500.00 more for a final offer of approximately $4800.00. I told her that I would not be selling my vehicle to Autonation. I then left the dealership. While I was at the dealership everyone was kind and friendly so my complaint is not with that. My frustration is that Mr. Kucinich was provided the amount that I would need to sell my vehicle to autonation and led me to believe that he may be able to reach that number which would have been any amount over $6012.00. Instead I was offered an insulting $4800.00. I understand the dealership needs to make money on the vehicles so I'm not even upset about the amount of the offer. What I am upset about is that Mr. Kucinich had to have known there was no way he was going to be able to actually meet the number that I needed to complete a sale. The entire visit was a complete waste of my time and I feel that it was just a ruse to get me into the dealership. I understand that a firm offer needs an in person appraisal and that can affect the value but there was such a large gap in the offer and the number that I had requested that I don't believe for one second that Mr. Kucinich was sincere in his email that he may be able to satisfy my request. I have purchased 3 vehicles and leased 1 at Autonation Westlake, two of them with maintenance plans. I have spent a considerable amount of money with Autonation Westlake and have been loyal in providing my business and recommending others to purchase here. I have had pleasant experiences with the Sales staff and the Service staff. Unfortunately with this visit and an issue with the titling of the 2020 Ford Escape that I purchased, I feel that I will no longer purchase vehicles from Autonation. After my current lease of my 2020 Ford F-150 is up I will likely take my business elsewhere and no longer utilize the Service department either. This visit has left me feeling insulted that Mr. Kucinich had no consideration for my time and had no actual intention in making a deal for my vehicle.

Erik Joyce Sep 1, 2021

Terrible experiences with AutoNation Ford Westlake. I do not recommend buying a car from this establishment. On 09/25/2019, we bought a used 2014 Ford Focus for our daughter in college. Twelve days later, on 10/06/2019, the car was blowing oil all over the place. We immediately attempted to contact the sales person "Bob," who gave us the "call me anytime you need anything," sales spiel at the time of sale. Bob did not call us back. We drove the car to the dealership and when we approached customer service, we were met by Bob and the finance manager, who were no help at all, shrugged their shoulders and said we'd have to contact the service department which was closed at the time. When we inquired about a loaner car, they were equally unhelpful and stated they did not have one and that would also have to be arranged by the service department. The next day, the service dept. informed us they did not have a loaner car. It was necessary for them to replace a gasket and reseal valve cover and they noted a ball joint had "excessive amount of play" and replaced. After only having this car for 12 days, they informed my husband, that we would have to pay $100 deductible on the EXTENDED WARRANTY we purchased, for the work that was required! The "AUTONATION Limited Warranty Coverage" states "seals and gaskets" are covered for 90 days or 4,000 miles, whichever comes first; we had put 512 miles on the car at that time. When we picked up the car from the AUTONATION service center, Lynn, the clerk at the counter, stated there was "no charge" and the balance was "$0." I inquired about the $100 deductible that "Brian" told my husband we owed, and she again confirmed, "No, the balance is $0." I thought they were honoring the limited warranty and left. A week later, Brian called my husband and told him, "they made a mistake and we did indeed owe $100." Unfortunately, my husband paid the $100 that we had no obligation to pay. I will NEVER purchase another vehicle from these people, and would deter anyone else from doing so.

Julie Widmer Oct 19, 2019

jwid Oct 19, 2019

To begin with this is going to be the hardest review that I have ever written because my family has been dealing with this dealership for almost thirty years and up until recently this would have been a five star review. On March 4th I took my 2017 Escape to have an oil change and a detail done. While the car was in their custody the garage door fell on my car which caused multiple issues. First and foremost, the entire roof had to be replaced. In addition, because the glass in the garage door came down on my car like a storm of glass rain, multiple scratches had to be fixed in the body. The front and back windshields had to be replaced (at least I think that is what they said, it has been such a long process I may have this part wrong). I am very grateful to Barry in service because he made sure that I had a very nice loaner (2019 Ford Fusion Hybrid) and he made sure the job was done right in the sense of putting a new roof on as opposed to trying to just take the dents out At this point in the story I would still be giving 5 stars but the following is why I should be giving a 1 star review: When the car was done and I went to pick it up, I discovered a water stain on the front passenger side by the windshield. I found it because when I took it through a car wash on the way home water started to drip on my wife. Because I had to get back to work, I had my mom take my wife (who is disabled, cannot drive and has a service dog) back to the dealership. Paul, the manager of body work helped and was very kind has he has been for the past twenty plus years. My wife and mom left after he fixed the issue with the car looking good. That evening I met up with my folks to switch our cars back (we are both leasing 2017 Escapes) I saw the water stain again. It was too late in the evening to do anything about it and so in the morning I called Barry. Barry sent another Fusion to my home and had the driver bring my car back to the shop. As it would turn out, the front windshield was not sealed properly which is why water was leaking in. When I went to pick up the car this time, I found some water stains in the inside as is indicated in the pictures below. This time, I spoke with Dean the GM of the dealership. I explained that my wife has a 100lb German Shepherd who is her service dog and that I needed my car back because she would be coming home in the next couple of days. (Keep in mind, I dropped this car off March 4th and now it is March 28th. As luck would have it, the dog was in MN for the month getting new training.) I explained to Dean that if I don't have my car back by March 30th I am gong to have no choice but to put the dog in the loaner car. We were told that if we do that we will be charged a cleaning fee. My wife explained that according to the American with Disabilities Act he would not be in his right too charge anything unless the car was excessively dirty. Dean aggressively said that he knows his legal rights. (If anyone is interested on the law, please visit www.ada.gov/regs2010/service_animal_qa.html and https://www.ada.gov/budget.htm) Dean promises to get my car worked on first thing in the morning. I was called to come get it the next afternoon, Friday, March 29th. When I arrive, most of the water stains are removed completely or at least enough for me not to care anymore. However, the back area, by the cargo had several marks. Once again, I had to wait while the car got cleaned again. My wife and I get in the car and as we drive off the lot the remote start is dangling and so I had to return AGAIN to have them remount it. We left and went to lunch. When we were done, I went to use the remote start and it didn't work. I had to go back to the dealership and Barry quickly got it working again. Long story short, it took about 9 trips before finally getting my car back for good. *UPDATE: April 2, 2019 I was

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