AutoNation Ford Jacksonville Service Center

They said they adjusted my doors. After they were initially put back on incorrectly. This is the result. They also swapped my battery (recall). Im getting less mileage now. The only thing they fixed was the balancing of the tires which wasn't done properly the first time.

One of my 2016 Ford Explorer dash sensor warnings (tire pressure) suddenly appeared while I was driving on I-95. On a Saturday. I drove straight to Auto Nation and I was immediately and professionally assisted (without an appointment) by Service Technician, Ruben. He was competent, professional and thorough. After sending my SUV for analysis - while I waited - he assured me my tires were fine and the sensor was out. This information enabled me to complete my Saturday mission, and I will return to AutoNation for replacement of the sensor. Ruben did not charge for my surprise visit and his thorough diagnosis (which included a video). I have become accustomed to AutoNation going the extra mile (as Ruben did for me) and I am a loyal customer..

Rex was great. He told me it would take 3 hours and almost 3 hours later I received his message saying my vehicle was ready. After leaving I did have a question about a vehicle recall. Rex responded quickly and answered my question to my satisfaction. Auto Nation Ford is a class act.

I had a very disappointing experience with the service department here. I dropped my vehicle off with my advisor, Ruben, who seemed distracted from the start. When I expressed my concerns, he made me feel as though I was an inconvenience rather than a customer. Once I left, communication was non-existent; I heard nothing for six days, and because the shop uses an outsourced call center, I was unable to reach anyone directly and my messages were never returned. When I finally drove to the dealership to get answers, I discovered my diagnosis had already been sitting on Ruben’s desk, which made it clear my file was simply not being managed well. After the repair was approved, I was left in the dark for another several days, forcing me to drive back to the shop again. I did eventually receive help from the Service Director, Steven, who provided a loaner vehicle, which I appreciated. However, the communication remained poor even after he was added to my chat with Ruben. To make matters worse, there was an attempt to charge me for the loaner vehicle despite previous assurances that there would be no cost. Additionally, I was charged for an unauthorized oil change that was not part of the final price I confirmed beforehand. While I appreciate that they waived an unexpected fee, the overall process was incredibly stressful. Having dealt with other dealerships for major repairs in the past, I know that professional communication and timely updates are possible, but I did not find that here.