AutoNation Ford Frisco

On 6/7/2024 around 8:45a.m., I came into AutoNation Ford Frisco for an oil change on my Ford Expedition Max Platinum As I began to work with the service advisor, closest to the entry door, I inquired about the price and availability of a full synthetic oil change for the vehicle. I was informed the work could be done same day and the price of the service would be approximately $130. I then inquired explicitly, “if there were addition savings or coupons that might be available since the last price I had paid about five months earlier was closer to $85”. My question also explicitly included asking about any promotions or coupons on the website. The lady service adviser stated all coupons are mailed promotions, and were similar to those I had in hand and I had received via Postal Service mail. I was informed by her that no other promotions existed, including on the website. While she was checking the vehicle in, I decided to go to the official AutoNation Ford Frisco website. I have taken screenshots and attachments of what I found. https://www.autonationfordfrisco.com/service-offer-oil.htm I then found that in fact there are not only promotions for an oil change, but in fact a full synthetic oil change at $39.95. The promotion clearly and explicitly stated "full-service oil change", with no other substantial disclaimers such as “parts only”. In the disclaimer, it stated "see store for details". When I requested that the $130 price she originally quoted be adjusted to $39.95, she questioned "is that the promotion stated on the website of $39.95?". This indicated to me that in fact she knew of promotions on website and misrepresented them to me upon my inquiry. I then said, "yes, it is the promotion on website". She then replied that the price on the website indicated the price of "parts only", which nowhere on that disclaimer did it say as such. I then inquired how much would the labor be for the oil change would be and she replied, between $40 and $50. Now if I had accepted this price, it would have resulted in a savings of at least $50 from her originally quoted price. I then asked her to clarify, exactly, what the total would be, and she stated she “would not know the final price until the end”. I said this is absurd, you misrepresented your knowledge of promotions, essentially lying to a customer, then when a customer finds the promotion you misrepresented knowing of, you add a charge double the amount of the total service advertised, and then can not still state a definitive price for a standard and ordinary service with committed book listed service time. I asked to speak to the manager, and Fabian a former advisor now acting manager, informs me that he too will only recognize the promotion as “parts” and that labor would be additional. I stated it says no where in promotion that labor is extra, and his response is that “see store for details” allows him to add said labor fees. I replied “the store website says nothing of this extra fee”. I informed him the advisor said she could not state the amount for the add’l labor fee, he replied “the labor would be $41.” He then proceeds to see the 25% price discount card in my hand which I received by mail, and states that if I use that promotion against the original price of $130, that it would yield a better outcome for me. I then asked …”how?…If the parts are $39.95, the additional and subjective labor fee you choose to add is $41, that would come out to be around $81. 25% off of $129.99 is leaves a remaining amount owed of $97.49.” He says “well now that we’re doing math, that (the promotion plus subjective fee) would be better.” This is a classic bait-and-switch in advertising vs. willing to honor promotions advertised, and is misrepresenting what the customer is lead to believe is a valid offer by dealer. More importantly, this practice yields a terribly deceptive and untrustworthy experience to customers driving them elsewhere.