Poor Customer Service and [non-permissible content removed]
PLEASE READ! DO NOT BUY A VEHICLE HERE!!! These people are [non-permissible content removed], rude and disrespectful. I had been in touch with a sales rep named Fred McGee about a car on their lot. I live in Houston so this was a 5 hour round trip for me. Last weekend i had email about a specific car, told them I was not interested in any other car but this one. All throughout this week i was going back and forth with Fred on a GT Premium Mustang. I was able to get him to come down on the price so yesterday I took off of work early, my boyfriend and I made the trip up to check the car out. Upon arrival, they have the wrong car pulled, which he swapped out and the correct one checked out. We went inside to discuss numbers sine everything was okay so far. While doing paper work he fills everything out on the wrong car, we go back and forth about price, he goes back inside to the manager, (His name is Craig), 3 times only to come out with the internet price plus TT&L. I asked where is this price that we discussed on the phone, in voicemail recordings AND text messages. Fred seemed to get tripped up in words and could not explain his self so they leave it as "there was miscommunication". How so? I have the email where I specifically stated which one I wanted and we had been discussing. Sadly, I was willing to pay the TT&L on the spot and already had financing so they would have gotten all the cash for the car on the spot. End result I was lied to, had my time wasted and left empty handed without a car and met some very rude people along the way. Avoid this dealer at all cost and take your business somewhere else so that you will be treated like you should when purchasing a car.
Have dealt with a lot better!!
I purchased a 2017 Ford Edge in October of 2017, at the time the saleman, John Lock advised that he was unable to get into the key box to retrieve my second key. Ok, no big deal, I was to come back on Monday to pick it up. Monday came and I arrived at the the dealership and know body knew were the second key was, it was not in the key box. Mr. Lock advised that they would have to make a new one for me and mail it to me, that was ok, at least they were going to work on it. Nothing in November, I call the dealership and talked with Tim Ward, General Manger, he advised he would take care of it and have it over nighted to my home address. December comes still no key and the paper tags are out and the LPs have not arrived. The week before Christmas I call again and talk with Mike Hernadez, he gave me his cell number and asured me he would get the key, I also talked with registration and they had made me knew temp plates until mine arrived. Registration advised the plates did come in, so they sent them through snail mail as of the Nov.29th. January comes and have not heard anything from the dealership. I call Mr. Hernandez's cell, no answer. So, now we are at the end of January and I have tried calling the General Manager, Tim Ward, but he is always in meeting, apparently he doesn't get breaks from those meeting, because I have left several messages for him and I sent him an email, no response. Oh, they had to re-register the vehicle because the plates got lost in the mail, but before they could do that I had to take the vehicle in to get it inspected, they never inspected it while at the dealership. I got those plates overnighted to me which showed up the week after Christmas and the plates they advised the mailed out Nov. 29th, they showed up January 10. Were did customer imprecation and service go. I spent a lot of money on this vehicle and can not even get my second key. If they would just take care of their mistake, I would not bother them again. I can promise you this, I will never do business with this Ford dealership again. They do not have a clue about customer service.
Beware, dealership sells defective new trucks
Please improve on providing defect free trucks to dealerships. I was proud of buying my first used F150 2013VIN: 1FTFW1CT0DFB19562, but the new one I recently purchased F150 2017 XLT VIN: 1FTEW1CG4HKE36238 was defective. This completely ruined my whole purchasing experience of counting on a reliable vehicle. Now no matter what comes to mind, friends and people at work tell me I should have bought something else instead of a 'Fixed Or Repaired Daily' vehicle. I understand factories are not perfect and 100% perfection off the assembly line is unrealistic. As a full time Army Officer I need a reliable vehicle not just for myself but also for my family, especially when I am deployed. Still after everything, it is what it is, and feel the way I feel, because of the defective "brand new" truck I purchased. Like I said, the dealership staff was still great, I just wish I purchased the faithful 'steed' I imagine when looking at Ford commercials and advertisements. It's not that do not want to recommend anyone, its that I can't based off my experience. The reasoning of deciding on good for commitments is because the only commitments I have now Is a car loan and a loaner truck the dealership let be borrow. The reasoning for neither agree or disagree is because if I shared my recommendation it would sound like, "you should trade your old truck into Automax, because they will sale you a defective brand new truck. But do not worry, they will let you borrow a loaner while it is getting fix in their shop". I think this would be unfair to the sales service team who assisted me. I did return to speak with Tim who said he could work with me to exchange my vehicle for the same or better vehicle I had and that he would run numbers to make it work. I was okay with that and made it known that I would take the same version I had or an upgraded version and then I went back to work that evening. The next day I went back to the dealership to speak with Tim, but instead spoke with James. The conversation was mostly story telling from James of how great Automax is and what Automax has done for customers in the past. Then we talked about what my situation currently is. I purchased a new truck with multiple defects which later, after two week in the service shop comes out to be a wiring harness. The wiring harness is on backorder until Mid December. I said that I returned the truck the next day after I purchased it and wanted it exchanged if it cannot be fixed. I stated this to Jaime and he said Tim Ward would have to make that call. After I explained this to Tim and then James and even the person who sold me the truck Jaime, the best the company can due is provide me with a loaner truck and tell me to wait for the part. I was told by James that it would not make "business sense" for the "new truck" I purchased to be exchanged to the same or upgraded model due to the value of the truck being more than $5,000 less than what I purchased it or because the repair part is on backorder until Mid December. This blew my mind, because the Truck has 68 miles dealership since the 16 OCT 2017. I purchased the truck on the 14 OCT 2017. Today I spoke with Michael from Automax. He stated that I was in the best possible situation Automax could put me in and that my situation, "Is what, it is". I bought the .027% defective truck off the assembly line that is defective. Even though Automax does routine maintenance on the vehicles in the lots, they do not make the trucks they sale, that is the job of the manufacturer warranty. It was then relentlessly told to me that they are in the business of selling trucks, not making sure they work at time of sale. My case number is CAS-13393415-J7M0K6. Judy Rizzo is the person who is working with me. She calls and she answers my calls, but their is little to nothing she is able to do. Please agree to allow me or any customer return a defective vehicle back to any dealership without question if the vehicle has defects. Please agree to allow me or any customer exchange a defective vehicle back to any dealership without question if the vehicle has defects for the same or upgraded model, without additional charges. Please agree to allow me or any customer exchange, return, or terminate a loan if the new vehicle has a part on backorder for longer than 30 days if the new truck doesn't 100 miles on the odometer.
Rude, Unfaithful, Deceiving
Do not buy a vehicle from Automax Ford Killeen dealership. Read my full review on why? Day 1 I went to look to purchase a vehicle for my business. I was introduced by Alisa the sales agent to help me find a vehicle. She was very thorough and willing to do what it took to make the sale. When it came time for negotiating she was confident that she could get the sales manager to get to my offer. After few times going back and forth, the sales manger went down few hundred dollars but was not close to my price point. I decided to walk out of the deal but Alisa was confidant that she can still work with another manager and get it to my price point. I gave her the benefit of the doubt . After doing more research on the vehicle I noticed it would be a perfect fit for my business. So Day 2, I decided to revisit the dealership to see if they would come down on the price they offered on Day 1. I asked to speak to Alisa and they told me "she does not work here anymore" and her deal that I was making was unassigned, meaning any other sales agent can take her sale. I asked the new sales agent Patrick to pull up the info on the price we worked on from Day 1 and he told me they "destroy" that information for security? How do you destroy something that is considered on going. So the sales department claimed they did not have the negotiated rate documents from Day 1 and were not willing to look for it. I renegotiated with them again and going after few time back and forth we came to an agreement with my trade in vehicle. I asked to show the final numbers and they failed to do so until it was time to do financing. Once they finally showed me the numbers, I realized the offer was $900 more than the Day 1 negotiated offer. When I tried to explain this and since they "destroyed" the proof, the sales manager Craig who was pretty friendly at time of negotiation became very rude when I called him out on the price form Day 1 offer by hinting the financial agent to cut the deal with his hand gesture, by sliding his had by his throat and walked away with frustration. Since I spent all this time on the deal and really wanted the vehicle, I decided to move forward with the purchase. Side note, the financial agent Charles is one of the best person working there. He was a pleasure to work with. Day 3, after purchasing the vehicle, I got a phone call from Alisa congratulating me on my purchase? They told me she was not working there anymore. To show negligence during the sale process, they lied to me about their sale agent and gave her hard work commission to another agent who just fell in at the right place at the right time and while doing a switch and bait on my deal. So the Automax Ford of Killeen, TX is rude, unfaithful, deceiving to their customers and their hard working sale agents as well. This is why they get a 1 star review from me. Even tho they do not deserve any star in my opinion. Few small but important things to note: When asked to see the car fax and get info on the history of the vehicle and owner, they went around in circles and never gave me the information I requested, rather I had to do my own research. I asked for a second key fob, I still have yet to get it. I had less than quarter tank gas left in the vehicle when I drove off their lot. Didn't realize until I got home. Be ready to stand in their show room as your making the deal, no customer courtesy to ask you to sit at a sales agent desk while negotiating especially when someone is purchasing a vehicle at over $40,000. These guys do not negotiate, so if your looking to get a deal and want good customer service where their sales agent are appreciated look elsewhere as I do not recommend anyone buying from Automax Ford Killeen TX. I hope this review will help you avoid what I went threw and know what to expect if you decide to shop at this location. It takes a lot for me to write a bad review as I am in the customer service business myself but this was an easy decision. Not recommended, look elsewhere in the area.
Automax Ford exceeded expectations
My wife Christine and I on Thursday, 2 March 2017, found a used 2008 F350 King Ranch 4x4 crew cab DRW in the Auto trader internet site which listed vehicles for Automax in Killeen, TX. We called Automax and Daniel V took the call 5 minutes before closing time. The unit was just taken in as a trade-in and had not gone through their service center yet. We drove from Albuquerque, NM to Killeen, TX on Saturday to see the truck before our Monday delivery. The service manager came in and said that the 2008 had too many issues and gave us some options. This is when we met Sales Manager, Robert Smith who was in the control room with the Owner Bradley. Robert met with us at a front desk and an employee drove another vehicle around that also had just been traded in. It was a 2013 F350 4x4 crew cab DRW but needed to go through their service process. We agreed on a price with the truck to be serviced and ready for the road before delivery. Robert and I shook hands to confirm the deal. Diesel truck owners seem to be taking off their Diesel emissions systems a year before they need a Texas State Emissions sticker here in Texas and then trade in at the last minute. It took till 1400 Thursday, 9 March for the 2013 to be ready for delivery and we took it for a test drive with head mechanic Thor and sales manager Robert who came in on his day off to make sure the vehicle was ready and delivered. Christine and I drove to El Paso, TX the 1st night, then to Phoenix, AZ for the next 2 days where we bought a full size camper for our new used truck. We drove back to Albuquerque, NM with the camping package and the truck ran strong. We are very pleased with the professionalism that Automax showed my wife and I. Thank you, Bradley, AG, Tim Ward, Robert Smith, Daniel V, Lance Chaney, Martin Franklin, Bill Connor, Mechanic Thor and his apprentice and everyone who helped in this purchase.
Not a good experience at this dealer
This dealership was a nightmare for my family and I. We scheduled a test drive and called the day before, the day of, and an hour before arriving to confirm our appointment. When we arrived, the salesperson, Dwayne, and the vehicle were not up front. My wife and 3 kids and I waited for about 15 minutes for Dwayne to show up with the vehicle. Then he informed us that it was almost out of gas and he needed to fill it up. I waited another 30 minutes in another building in the dealership before he showed up and said that he couldn't get a gas voucher. So we drove to a gas station and he put some gas in it. So far, we've been there for an hour and the test drive was just starting. Not a good beginning. While I was gone on the test drive, my wife asked some employees at the front desk of the dealership if there was a private/secluded place where she could nurse our baby. She was told she could nurse her in the bathroom. Does anyone else eat their meals in the bathroom? No? Then neither should our infant daughter. After the test drive, we agreed on a price for the vehicle and I asked that the vehicle be filled up with gas before we leave. Remember this, it'll be important later. We wait another 30 minutes before my driver's license and insurance paperwork are processed (both are valid and not expired) before we move to the sales building. There, we wait for another hour before we are able to be seen by a finance person. We were paying cash, but had to complete the transaction with a person in the finance department. We were actually packing our stuff up to leave before Dwayne came running in the room telling us we could finally check out. After completing the transaction and signing all the paperwork, the vehicle is waiting at the front of the dealership, but the employee in the detailing department has walked off with the key in his pocket. I wait another 20 minutes before he is located and brings me the key to my vehicle. Finally, I thought, we get to go home! Lo and behold, I turn the vehicle on and see there's only a few gallons of gas in the tank despite my earlier (and agreed to) request that the vehicle be filled up. We have an hour drive ahead of us, so a full tank would have been appreciated. I tell Dwayne and he insists on getting into my vehicle to verify what I'm saying is true. Then he goes and talks to...someone for 5 minutes, comes back, and tells me it's the dealership's policy to only put 5 gallons of gas into their used vehicles. Policy is one thing, but when you agreed to a full tank, put a full tank of gas in the vehicle. He goes off to "work something out" with his manager and I decided to take my family and go home. He called and texted me telling me he had gas vouchers for me. I asked him to mail them to me and he said he couldn't, but that my first oil change would be free. At a dealership that's an hour away from my house. This dealership is inefficient, slow, and its employees are ineffectual and downright rude. We were lied to and although the final price of a full tank of gas was about $35, I feel that after paying tens of thousands of dollars, a couple dozen on their part to fill up the tank, especially when it was agreed to, is not out of the question. I will never purchase another vehicle from this dealership and have told friends and family about our experience. It was such a bad experience that I want to make sure people using Edmunds.com to select this dealership (as I did, based on the only review) know that this dealer is not all they're cracked up to be. Be prepared to waste a ton of time and be lied to if you attempt to purchase a vehicle from this dealership or from Dwayne.
Performed outstanding service in a timely manner. Satisfied customer
I recently purchased a vehicle at the Automax Ford dealership in Killeen, Texas I would like to say that the dealership is outstanding, first class rating professional all of the members work hard at their jobs and aim to satisfy the customer. Thans again Automax for making it possible to reach my dream of owning a Ford F150. Satisfied customer
WARNING! TERRIBLE SERVICE DEPT
WARNING! WARNING! This Killeen service department staff are [violative content deleted]!. It took 2 1/2 days , with an appointment, to get a diagnosis done on my truck. The girls that answer the phone, service staff and service technicians do not know how to tell the truth. I am still waiting for the service manager to call me back. They make up lies about the status of your car to keep you satisfied that your car is being looked at , when in reality nothing is being done. I will NEVER go back again. These people have NO INTEGRITY what so ever. Demanded my truck back and went some where else for the repairs.
Third time not a charm
Took my car Hyundai in to get serviced on three different occasions for the same issue and have yet to fix the problem. Their answer is not to fix the problem but just replace parts and see if that takes care of it, not to mention that some of the parts they replaced were ridiculous and in no way could have been the problem. Even after I told them what I thought it might be they went their own direction...oh yeah, the problem still exist today. Worst service I have ever seen. WOW
Don't buy a vehicle from this dealership
We purchased a new, 2010 Escape from Automax on May 12. We have owned the vehicle for three weeks and it has spent over a week in the service department. The problem not only is not fixed, service won't even acknowledge that it exists. Service at Automax Ford is an oxymoron. There is no such thing as service. They are arrogant, rude, and incompetent. They treat the customer like they're too ignorant to understand their superior opinions. Had I known how bad the service was at this company I would never have purchased a vehicle from them. I wish I hadn't. I'm just waiting for two more trips to service with the same problem and I'll fill out the lemon law paperwork.
This can't be called
My tale of woe begins with two flat tires. The first time, it took Automax 3 days to fix it. They don't keep tires in stock for vehicles that they sell, you see. The second time, it was only 2 days, but I had to be out of town, so I was stuck renting a car. Once again, they didn't have a tire in stock. Neither time would they even consider taking a tire off a car sitting -- long unsold -- on their lot. In the two incidents, I've lost 10 hours of work. They don't have wifi at the dealership, so you can't do any work while they dither. If you have a high tolerance for arrogant, incompetent and customer-hostile management and staff, by all means shop at Automax in Killeen.
Salesman BOB THOMPSON
The wife and I went to Automax Ford with the intentions of just looking. We were met by a salesperson who really did mesh with our personalities so we left that night. When we were lurking in the parking lot at about 9 pm on another night trying not to be noticed another salesman named Bob Thompson spotted us. Immediately Bob explained to us he was there only to sell us the car we wanted and placed all the cards in our hands. We came back and talked to Bob on another day but after all was said and done we did not purchase a car, mostly because we couldn't figure out what we wanted. After about 2 weeks we had decided exactly what we wanted and I returned to talk to Bob. Bob bent over backwards to try and get us in a car and when the exact car we wanted wasn't in the area he had the dealership bring one up from almost the border of south Texas. Well, after seeing the car that was basically special ordered for us and sitting in the parking lot we decided we wanted something else. Now most people would have already been frustrated and made us take the car we ordered but not Bob. Bob insisted he didn't care and wanted us in the car we dreamed of. About 30 minutes later my wife picked out the car of her dreams, which was in the showroom in front of Bob's desk of all places. I can't stress enough that all the reviews on here about Automax might have been posted due to bad experiences but when you see this one know I took the time to write this so BOB THOMPSON could be recognized as a good person who will treat you right.
DON'T BUY AUTOMAX SERVICE SUCKS!
Do I really need to say more. Take my advice don't buy from from or go get your car service there. HORRIBLE SERVICE!!! Have been trying to fix my transmission since 2007 when i bought the car and today my car died bc AutoMax could "HEAR" the problem.