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Recent Reviews from AutoNation Ford Sanford

Expecting the same level of service I have received in the past 8 years of owning a fleet of Toyota Tundra's, my wife decided to purchase a 2022 Ford Explorer from Autonation Sanford. The sales experience was similar to what I had experienced several times with Autonation Toyota. The service experience not so. After driving over an hour from my home to drop off the vehicle for the scheduled service appointment (an appointment which the service department had diligently confirmed several times before the date and I called to confirm while on my way) I arrived, followed the service dept. signs and parked inside the building...and waited, and waited. There were no other cars in front or behind me (strange considering Autonation Toyota always has 2-lines of cars for service/maintenance). While waiting, I organized the car interior, loose coins, collected the phone chargers and waited. After a few minutes, I thought to myself the service process at this Autonation might be different from what I am used to at the Toyota dealership where you wait in the vehicle and the service advisor greets you, collects the information in their iPad and off you go. So I walked to the service dept. where two or three service advisors were sitting on their desks on phone calls. Eventually one looked at me and said someone would be right with me. I waited a few minutes inside, standing, looking for signs that would explain the process I should follow to get my vehicle serviced. After a few minutes, I walked outside, made a few calls, checked emails, sent a couple of texts and waited, and waited. I stayed next to the vehicle where the service advisors could clearly see me through their glass window. After 25 minutes, I began to regret driving all the way there having a Ford dealership just 15min from my home but decided to wait 10 more minutes. Time's up, and I began walking to the car, got in, turned the engine on, cancelled the Uber ride I had requested to drive me home and after looking around to double check nobody was headed my way, I placed the vehicle in drive and slowly drove away (Autonation saved me $45 of an Uber drive). While driving behind the service department building a feeling of disbelief took over. The experience was completely unexpected. I drove at a walking speed expecting that a service advisor would have seen me leave and would run after me to apologize and ask me to return. Did not happen. By the time I left the dealership I realized the monumental mistake I had made of purchasing the vehicle at Autonation Ford when other Ford Dealerships I had purchased vehicles from (Kisselback, Jarrett Gordon and Al Packer) had given us such a great service experience. Like my dad says, "you see this face? good, 'cause you are never seeing it again in this place?

Tom Dec 28, 2022

Brought vehicle in for an oil change and tire rotation at 30,000 miles. Service rep said @30,000 miles the air filters, brake fluid flush, and front end alignment was required. Said they wanted $610 for the service. Told them to replace the air filter, rotate tires, and change the oil. Just after dropping off the vehicle, we found they were offering a service special for oil change and wipers for $75. Rep never offered this special so we called and could not get a hold of the rep. Left a message requesting the special without a return call. Actually never returned the call to tell us the car was ready either. They ended up replacing the interior and exterior filters without advising if actually needed, which they didn’t require replacement. Wife picked up the vehicle and received a $310 bill for oil, wipers, engine air and interior air filters, and tire rotation. The interior air filter was over $100 which did not need replacing. What a scam. And bear in mind the total bill of $310 was with a $60 discount because my wife had to ask for the special. Also, they didn’t even use the more expensive oil (synthetic) due to the rep never checking his voicemail or calling back. See attached photo from Ford advising of the 30,000 mile service recommendations. The brake fluid and alignment were not recommended by the manufacturer. This dealership is dishonest and not to be trusted. Avoid doing business with them. This is the 2nd Ford dealership with inappropriate business practices. We pride ourselves on American owned manufacturers, but we have never had this issue with the foreign vehicles we’ve owned in the past. I would avoid Ford all together because they ARE NOT acting in your best interest and since the purchase, they never have time for their customers. Warranty and service appointments are weeks in advance without loaner vehicles and communication is absolutely horrendous. Complete opposite of what we were told upon purchase. Again, avoid this dealership and manufacturer.

T E Dec 21, 2022

wasn't going to post since it's not a glowing review. I replied to a direct request from autonation and gave them a chance to review (8 days ago) and no response. However they sent another request asking me to review on Google, so here is what I sent her. I didn't see a survey for the service advisor, Derek, did a great job, I would give him a 5. The shuttle was great, you'd get a 5 on that. I did receive 2 requests to review on social media. This was my first time at the dealership, and the first time my truck has been in for service. I didn't do those because I was not impressed with my first visit. I went in for an oil change and 3 small items. 1. Engine Idle seems rough, especially when going through a parking lot at slow speed, however I didn't have another 2.7Eco to compare it to, maybe it's normal. I wanted someone who should know to look at it. I didn't get any feedback on this issue. 2. There is a hose clamp on the pivot point of my tailgate. I wanted someone to check and see if it was a temp fix or just what. Derek and I looked at it and talked, we came to the conclusion that it was someone (probably previous owner) making it harder to steal the tailgate. 3. there was one of the underbody covers that was hanging down. I asked if they could address that while they were doing the oil change. They brought my truck around, and as I was getting ready to leave a guy came running out and said "Hey, you have something hanging under your truck, wait a minute and I'll get someone to look at it. A technician came out and looked and then fixed it right away. However this should have been addressed during the service. I feel I shouldn't have even had to mention it, a technician should have noticed it during the oil change and just fixed it as a courtesy. However I did specifically point it out in the service order. (I used to be a technician for Classic Mazda and we would always fasten the panels up (not just the one in the immediate area we were working) even if it was just a simple zip tie, which is what the tech did on mine. ) I sent this in after the second request for review, and 8 days later, with no reply, I get a 3rd request to review on Google, so here it is.

Bobby Creech Dec 16, 2022

Not always a huge fan of Social Media reviews because of the permission slip it offers for people to freely rate businesses based on them feeling if they were “wronged”, regardless if the service and the staff was truly doing all they could to serve the customer. However, the service we have received from AutoNation Ford Sanford has been honest, helpful, and most important ALWAYS consistent. We have purchased company vehicles, members of our TEAM have purchased personal vehicles, and we have sold both to AutoNation Ford Sanford. We have sent different staff, on many occasions and the consistency never wavered. We have dealt with a number of the service staff, sales TEAM, and management, and have always left feeling served. Some of the staff that have truly stood out over the years and deserve to be recognized are Cowboy, Jody, Devin, Daniel, and the GM Ryan Matthew’s. Everything starts at the top, and the staff is a reflection of the leadership that trickles down the pipe. We feel Mr. Matthew’s has done an impeccable job with this team and we will continue to put them at the top spot for our commercial fleet and personal needs. We are in the service industry as well as are very forthcoming with the fact that we will never be able to satisfy 100% of our customers 100% of the time. We weren’t always 100% satisfied here, but that would come down to our preferences, it never came down to the service we were provided. One star reviews are never accurate, and two star reviews are a close second to that. Any company that truly offers service that would reflect an honest 1 or 2 star rating do not survive, certainly not as long as this dealership has. Nowadays weak people feel they can go home and pull one over on a business by giving a low review because of their hypersensitivity to reality. The truth is, these reviews used to really mean something and people still read them and use them as a catalyst for their choices in selecting a hotel, where they want to eat, or what dealership they want to look for a car at. My suggestion would be, if you are deciding on a service establishment to visit, and are second guessing based on a low customer review, look at how that establishment responded to the customer. Customer service isn’t always about how the product is delivered, it’s how the establishment responds to an issue or convenience that should truly dictate the rating of their services. If I could give AutoNation Ford Sanford a higher rating I would. If I had the time to rate each member of their TEAM I would but, at the end of the day, the one steering this ship is what it comes down to and the Mr. Matthew’s gets the credit. If you’ve read this far, and are looking for a vehicle, ask for Ryan Matthew’s and let him direct you to who he thinks would be the best fit for your needs. He won’t steer you wrong. Trust me! And, if you’re a big exec at another dealership that needs a positive direction shift, I’d suggest sitting down and talking with him. You might even earn our business. We recommend AutoNation Ford, because of their TEAM. They know what to do, and they do it right.

Buena Vista Scooter & Stroller Rentals Oct 4, 2022

I purchased a $50k used car from AutoNation Ford in Sanford, FL on 03/01/2022. A few weeks later I began to hear a rattling noise and called their service center. They didn't even bother to look up if I was still under any type of limited purchase warranty and told me to call the Lexus dealer instead. I brought my vehicle to Lexus and discovered the rattling was from the windshield because the trim holding it in place was falling off. The dealership informed me that this was due to improper materials used when the windshield was replaced. In additon, they confirmed that this issue would have been present for some time and would have been discovered if the vehicle was properly inspected prior to listing the vehicle for sale. It cost me $365 to repair properly at the Lexus dealership. I called AutoNation to see if they would be willing to reimburse me since this issue was prior to me purchasing the vehicle. I called and asked to speak to a Sales Manager two seperate times; each time when transferred the line continued to ring until I disconnected after at least 15 rings. I called back for a 3rd time and received a voicemail for Ryan Matthews (which come to find out is the General Manager). I left a detailed message on Ryan's voicemail with no return phone call. I called again and spoke with a Sales Manager that said he couldn't help me and then passed me to Jessica, another Sales Manager. She proceeded to tell me I had to speak with Allan Goteraz, which had something to do with parts. Jessica was to leave a message for him. I never received a call back. I called for Allan this time on my own and he informed me that it wasn't his job and said he would leave a message for Devin, another Sales Manager. Once again, no return phone call. I called again for Devin and could not get him on the line. My next call was to my original Sales Rep, Champ Edirisinghe, to see if he could help get me to the correct person. He indicated he would call me back in an hour and also continued to indicate it wasn't AutoNations problem. I never heard back. I called and asked for the General Manager, Ryan Matthews, and received voicemail with no return phone call. I called again the next day and the Rep indicated they would call Ryan directly to give him the message and once again no call back. If they took 5 minutes out of their day to call me back and explain why they were not willing to reimburse me the $365 I would have been disappointed but accepted it. The disrespect and customer service I received, or lack thereof, infuriated me. I think this is a terrible display of customer service and I would not recommend this dealership to anyone.

Kim lenaz May 10, 2022

Kim lena May 10, 2022

DO NOT BUY anything from AUTONATION FORD SANFORD AND AUTONATION TOYOTA WINTER PARK. I spent $40,000+ on a used truck at Autonation Ford In Sanford that broke on me after a week and wouldn’t come out of gear without grinding sounds. When I brought it back they refused to take care of it and just basically told me I was [non-permissible content removed] out of luck. They gave me a sob story and told me the truck had to go to Autonation Toyota Winter park since this falls under “factory warranty”. I was bringing the truck back to the dealership cause they clearly sold me a car that was either damaged from the previous owner or abused. They told me that the transfer case was cracked and trying to slap me with a $4000 repair bill on a 2019 Tacoma with 20k miles. I haven’t had the truck for longer than a week nor had I even made a payment yet. The biggest issue is that I was told countless lies about the truck and was promised that If anything happened to the car I would be taken care of, but the sales guy “Champ” told me every lie in the book to make his quick buck. He told me that I would be taken care of if anything happens, car is under factory warranty etc… I even purchased the extended warranty for an extra $3,000 just so I can have the peace of mind since the car was used. But apparently my “broken transfer case” wasn’t covered under that one as well….Their first rebuttal was that since my car had aftermarket tires and a lift my cars factory warranty was voided. I bought the truck there with the modifications already installed from the previous owner and Champ told me I still have factory warranty. If anybody would have told me that buying a car with different rims and tires than original would void the factory warranty, I would have never spent 40k on a truck, none the less one with mods that “voids” warranty. So now here I am, out 40k+ on a car and not only forced to pay $4,000 but can’t even go back to work since I need a truck. SO I REPEAT, DO NOT BUY ANYTHING FROM AUTONATION FORD SANFORD OR AUTONATION TOYOTA WINTER PARK OR ANY AUTONATION FRANCHISES FOR THAT MATTER!!!!

Randy Gonzalez Feb 11, 2022

DO NOT BUY anything from AUTONATION FORD SANFORD AND AUTONATION TOYOTA WINTER PARK. I spent $40,000+ on a used truck at Autonation Ford In Sanford that broke on me after a week and wouldn’t come out of gear without grinding sounds. When I brought it back they refused to take care of it and just basically told me I was xxxx out of luck. They gave me a sob story and told me the truck had to go to Autonation Toyota Winter park since this falls under “factory warranty”. I was bringing the truck back to the dealership cause they clearly sold me a car that was either damaged from the previous owner or abused. They told me that the transfer case was cracked and trying to slap me with a $4000 repair bill on a 2019 Tacoma with 20k miles. I haven’t had the truck for longer than a week nor had I even made a payment yet. The biggest issue is that I was told countless lies about the truck and was promised that If anything happened to the car I would be taken care of, but the sales guy “Champ” told me every lie in the book to make his quick buck. He told me that I would be taken care of if anything happens, car is under factory warranty etc… I even purchased the extended warranty for an extra $3,000 just so I can have the peace of mind since the car was used. But apparently my “broken transfer case” wasn’t covered under that one as well….Their first rebuttal was that since my car had aftermarket tires and a lift my cars factory warranty was voided. I bought the truck there with the modifications already installed from the previous owner and Champ told me I still have factory warranty. If anybody would have told me that buying a car with different rims and tires than original would void the factory warranty, I would have never spent 40k on a truck, none the less one with mods that “voids” warranty. So now here I am, out 40k+ on a car and not only forced to pay $4,000 but can’t even go back to work since I need a truck. SO I REPEAT, DO NOT BUY ANYTHING FROM AUTONATION FORD SANFORD OR AUTONATION TOYOTA WINTER PARK OR ANY AUTONATION FRANCHISES FOR THAT MATTER!!!!

Randy Gonzalez Feb 11, 2022

Took 4 visits and weeks out of my vehicle to handle an obvious/well known carpet mold concern in my 2019 Raptor after an common AC drain issue. Including completely declining to fix the warranty issue during the 2nd visit, while trying to sell me air filters instead. Then delivered it back to me with black, green and yellow mold spores literally still growing. They then laid brand new carpet on top of those visible mold spores on the 3rd visit, without even disturbing them. It also took 3 of those same visits to even admit that my ongoing suspension issue definitely was not normal. Finally did something about it, but didn't tell me why (even when I asked directly), only to have the truck act up again immediately and basically blame me without any real proof or help in the matter at this point. Management then avoids and ignores phone calls and emails, and hides from you in person, even if you show extreme patience and respect while being beyond frustrated. In fact the Service Directors direct line doesn't even have a way to leave a voicemail when transfered to or called directly. While picking up my truck 2 weeks ago I was given reassurances from the Service Lane Manager that we were on the same page and that I would get a call once discussed with the manager (never happened). I called 4 days later to check up with the service writer, who informed me they had been discussing my issue. (received no call back) Had a generic call from the customer service rep the next day about my visit, at which point I said I was waiting on a call back. She said she would send them a note. (received no call back) Waited a full week to call them again, was told by a surprised service writer that I hadn't heard anything. (received no call back) Called 2 days later, annoyed at this point. Nobody picks up, bounced back to phone menu twice. Call back again, service writer tells me they had just talked to the manager after seeing my call, tells me to hold while transferring me to him, once again get a voicemail system that doesn't work (literally doesn't let you leave a message, then hangs up). Call back, get someone else who doesn't even answer the phone as if it's a business, tells me the manager isn't in when I asked to be transferred, then tells me well I haven't seen him when I inform them that I was just told he was and transferred to him. Sent back to the service writer who doesn't pick up. (received no call back) Try again several hours later, young kid picks up, tells me manager is eating lunch, and that he will call me back, even after I stress that I've been waiting 2 weeks for a phone call. (received no call back) Overall, I've experienced a concerted effort to completely blow me off at this point, including phone transfer games, lies, and even just flat out not answering the phone while seeing my number come up (proven with another phone, not hearsay). I've been made to feel as if I'm the real problem, instead of the complete incompetence of the service department I've relied upon to resolve consistent and blatantly obvious issues with my $70k 1 year old truck. Took them at their word, and have been let down every time. If you like dealing with management (from the top down) that doesn't own up to their own employees repeated mistakes, or holds them accountable even in the slightest, then this is definitely your local Ford dealership of choice. Autonation should be very proud of this entity!

Simon Youngman Nov 14, 2020

Took 4 visits to handle an obvious/well known carpet mold concern in my 2019 Raptor after an common AC drain issue. Including completely declining to fix the warranty issue during the 2nd visit, while trying to sell me air filters instead. Then delivered it back to me with black, green and yellow mold spores literally still growing. They then laid brand new carpet on top of those visible mold spores on the 3rd visit, without even disturbing them. It also took 3 of those same visits to even admit that my ongoing suspension issue definitely was not normal. Finally did something about it, but didn't tell me why (even when I asked directly), only to have the truck act up again immediately and basically blame me without any real proof or help in the matter at this point. Management then avoids and ignores phone calls and emails, and hides from you in person, even if you show extreme patience and respect while being beyond frustrated. In fact the Service Directors direct line doesn't even have a way to leave a voicemail when transfered to or called directly. While picking up my truck 2 weeks ago I was given reassurances from the Service Lane Manager that we were on the same page and that I would get a call once discussed with the manager (never happened). I called 4 days later to check up with the service writer, who informed me they had been discussing my issue. (received no call back) Had a generic call from the customer service rep the next day about my visit, at which point I said I was waiting on a call back. She said she would send them a note. (received no call back) Waited a full week to call them again, was told by a surprised service writer that I hadn't heard anything. (received no call back) Called 2 days later, annoyed at this point. Nobody picks up, bounced back to phone menu twice. Call back again, service writer tells me they had just talked to the manager after seeing my call, tells me to hold while transferring me to him, once again get a voicemail system that doesn't work (literally doesn't let you leave a message, then hangs up). Call back, get someone else who doesn't even answer the phone as if it's a business, tells me the manager isn't in when I asked to be transferred, then tells me well I haven't seen him when I inform them that I was just told he was and transferred to him. Sent back to the service writer who doesn't pick up. (received no call back) Try again several hours later, young kid picks up, tells me manager is eating lunch, and that he will call me back, even after I stress that I've been waiting 2 weeks for a phone call. (received no call back) Overall, I've experienced a concerted effort to completely blow me off at this point, including phone transfer games, lies, and even just flat out not answering the phone while seeing my number come up (proven with another phone, not hearsay). I've been made to feel as if I'm the real problem, instead of the complete incompetence of the service department I've relied upon to resolve consistent and blatantly obvious issues with my $70k 1 year old truck. Took them at their word, and have been let down every time. If you like dealing with management (from the top down) that doesn't own up to their own employees repeated mistakes, or holds them accountable even in the slightest, then this is definitely your local Ford dealership of choice. Autonation should be very proud of this entity!

Simon Youngman Nov 14, 2020

My husband special ordered a 2020 F350 on 3/14/20. We were told at the time of the transaction we would get biweekly updates as the truck progressed through the build process. Ok so covid19 happened and the plants shutdown we understood. However once the plants were back open for business we called for an update only to discover our original salesman quit due to age and Covid. No one had any knowledge of our order, but the young man on the phone said “I’ll take this and help you out, let me call you back.” No problem. Well he never did! So I had to be there the next day for my car service. I walked into the dealership (with my service man who is actually a friend) and the man behind the counter pretended to be looking up the order, passed me a paper (printed the day before by the young man on the phone) and said June 11 that’s the build date. I said oh really how Convenient that’s yesterday when I called. He shrugged his shoulders and had nothing more to say. I left the sales floor walked back to the service dept told my friend of the lie I was just told and he gave me the GM Ryan Matthews name and showed me where he text him asking him to call me. Well I waited and got no call so I called him myself. Long story short Ryan agreed the ball was dropped from the beginning and he promised me he would get us a top notch sales guy to help us through the remainder of our sale. We were given Seans name and contact information and all appeared to be well. The actual build date was June 25 which proved the liar behind the counter on June 12 lied directly to my face! Anyway so the new sales guy Sean, who was assigned to our sale started with weekly updates, all was great until....my husband got a random call from him on Thursday July 9 asking odd questions about his order. Well later that evening I got a call from our friend in the service dept asking if we had been called today. I told him about my husbands strange call from Sean, he stated “interesting....well your truck his here but it’s WRONG!” Yep WRONG I said....not as ordered and no way to make right without ordering another one! So we waited for over a week for someone to call us from sales and tell us the truck was in, but that never happened. So we waited 9 days and made a surprise visit to the dealership on Saturday July 18. Upon arrival we asked for Sean (who we had never met in person) he came out, we introduced ourselves, and my husband states “we were in the area and stopped in to get an update on the truck” knowing it was there...Sean replied “well Mr Ward I should have an update on that from Ford for you on Monday” that’s right HE LIED! We then said “is that so?” He nodded. We then stated “we know the truck is here and has been for at least 9 days!” Sean was noticeably shocked by our knowledge and He nervously then began to back peddled his story and make excuses how he got scared when it came in and wasn’t right blah blah blah. We demanded our money back which he obliged and still never apologized for lying to our faces! He even tried to throw our service man friend under the bus. Before we left I said to Sean “you know what young man, what should have happened when you called on July 9 and asked those random questions you should have been honest and said Mr Ward this is Sean with Ford your truck is in and we are going over the specs and will call you when it is ready for you to pick up. Instead you withheld the truth and then when given the opportunity today in person to tell the truth you chose to LIE! That just cost this dealership a $60k sale due to dishonesty!” All he could do was stare at us. We wished him a good day and drove to another dealership to place a new order! Auto Nation Ford Sanford has some of the most dishonest sales men ever! Will never recommend them to anyone!

Carla Ward Jul 25, 2020

On June 19, I took my 2013 Ford escape in for several repairs, oil change, tire rotation and balance, a few nicks on the driver side door to be repaired by the paint person, the switch in the steering wheel to be fixed, and finally for my sync to be updated. On the 20th which was a Saturday at 10:30 I got a phone call stating the paint person had to go to the store so he wasn’t available, The switch had to be ordered so that would take up to 10 days, They informed me the cost of the update for the sync, I happily agreed and told them to get started on it, they were also going to start on oil and tires, At 1:45 I called them to see about the progress still no news from the paint guy, oil change and tire rotation was done, unfortunately could not do the update on the sync, the guy was working on it and they weren’t sure what’s going on, I called again at 4:30 asked how it was going they said they could not do the sync, that it was Ford’s fault that the computers went down, so out of all of these things I wanted done only the oil change and tire rotation were completed, I show up to pick up my car I walk out to the car look at the oil sticker which was not changed, I went back to the cashier, ask her why the sticker wasn’t changed she didn’t know, so it was $71 to get my tires balanced (I had three oil changes left on policy) she did kindly wipe that fee off, I had a feeling to go to my trusted mechanic to get the oil checked I had a funny feeling, so none of my fluids were topped off my coolant was low I had no brake fluid in the car and the oil looked clean. I have been calling several dealerships for the last two weeks who said their computers are fine but they cannot touch my car because AutoNation has my file so in order to do this it would cost me over $300 anywhere else to have that put back in my car, I have been trying and calling almost every day for these computers to be up they supposedly had been down for two weeks, not one provision was done for me I turned in a car that worked I just wanted an upgrade on my sync, which I also found out cannot be done! So they returned the car to me broken more or less shrugging their shoulders saying bye! I find this a palling that you would return a car in worse condition than you received it! I do not understand this? Thank you to AutoNation I now have no stereo, no Bluetooth, no Sirius radio (that I’m am paying for!), no nothing in my car and nothing is being done no loaner was offered to me nothing! I am now going to a regular stereo so I never have to deal with the dealership again! If you want your car back in good shape and completely finished don’t go here!

Regina Morter Jul 6, 2020

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