Apple Ford White Bear Lake — Local services in Gem Lake

Update They did call me back. They did offer to foot the majority of the bill, which we accepted. I changed the rating to a 4 star for them owning up to the mistake and making it right. Thank you for doing that.

We traded in our 2013 F150 FX4 in what I would call very good condition. We purchased from you a 2014 Explorer XLT. We test drove it before it had been cleaned and Autonation certified. We decided to go ahead and purchase the vehicle anyway. After doing the inspection, it was found that the PTU needed to be replaced so we would have to wait a little bit longer to purchase the vehicle. No big deal, that is an important part of the drivetrain. We also had a small list of things that we had noticed on our test drive that needed fixing/replacing. The back seat handle for the driver's side was missing, the rubber piece around the volume knob was missing, there was a very distinct wet dog odor that was very noticeable especially when the heat was turned on, a crack in the windshield too small to repair. The drivers floor mat also had a hole in it. I was willing to accept that, as at the time, I did not find it to be a big deal, it's a used vehicle. Harley wrote all of this down and it was all supposed to be fixed. The odor did not go away, the rubber piece was not replaced, and the handle was on back-order(no big deal as parts are not always available) and the car clearly had a quick wipedown at best. There were still dog nose smears on the back window, dog hair in the third row area, and splatters of something on the rearview mirror. We also found chewed up gum between the 2 third row seats and valentines day cards. It is pretty evident that the detailing of which we paid the ~$600 fee for when purchasing(I'm sure not all of that is just for detailing) did not get done properly or thoroughly.

I contacted Harley about it, sent him the pictures and he apologized and asked when I could bring it in. I had a work trip that week to Salt Lake City so I would not be able to get it in until the week after. Not a big deal, that's an easy fix.

Fast forward to the week we got back and in my garage where my car was kept and did not move, I found a puddle underneath the vehicle of orange fluid. At the time I assumed it was coolant but it was strange that it was towards the back of the vehicle. I took pictures of where the coolant was leaking from as well and sent those to Harley. Once it was finally inspected the next day, I was told that it was a coolant leak in the hard line for the rear A/C. I was then informed that my extended warranty that I paid $2500 for did not cover the cooling system, at all. I was then told that he had submitted it to the Autonation certified 90 day 4000 mile warranty. Low and behold your "certified warranty" did not cover it either. What's the point of claiming you have this warranty if you are not going to cover what was clearly missed by your technician? So then Steve sent it to the used car manager to see if they would cover any cost. This morning I was told that they would cover $200 of a $1300 repair. That is frustrating to say the least.

I have attached the pictures of where the leak is coming from. The leak that SHOULD have been caught by your technician. I have put 1000 miles on this vehicle and had it roughly 2 weeks prior to finding the leak. There is a pink foam like substance around one of the hard lines as you can see in my pictures. I am upset that this repair is being footed by me and my family when it is pretty evident that a leak was going to happen in that spot and Autonation should have fixed it, like they fixed the PTU. I traded in a vehicle that I took very good care of and was to my knowledge, mechanically sound. In return I now have an extra $1100 bill because of negligence on Autonation's part. I can accept that things can get missed but what I cannot wrap my head around is why a company as large as Autonation is not owning...

I used to be very happy with this dealership-bought 3 Ford Escapes from them -2 brand new and one used one for my son. When I bought my 2017 Escape I was convinced to buy an oil change package. When I went in for an oil change in August 2022 I was told I had 10 more oil changes coming, but they had expired. (My August oil change and tire rotation was a little over $82-so leaving 10 oil changes on the table amounted to a significant amount of money!) I was never told that my oil changes were about to expire-and of course I didn’t remember how many I had purchased in the original package, or how many had been used, until I was told in August that they had expired. The shop suggested I talk to someone in finance to see what they could do for me to “ make things right.” Since I had already spent 3/1/2 hours waiting for my oil change to be completed even tho I had an appointment, I couldn’t spend any more time waiting to talk to someone in finance on that day, and decided I would call them instead the next day. Well, no one answered the phones-it just kept going back into the loop and I tried several days in a row to reach someone. I finally reached someone in the parts department (located in another building I later found out) He tried to transfer me to someone at the other building-unsuccessfully. Several subsequent days I was able to finally reach people in sales who were at least in the same building and they transferred me to someone and I left messages several days-but no one returned my calls. I was getting very frustrated and finally decided to drive over there to see if I couldn’t talk to someone in person. I met w a very nice man in finance who tried to refund me some of the money I was out, and who said he thought it was ridiculous that the former finance person would sell me so many oil changes because it was way more than I would ever be able to use. But since he was unable to get the system to issue me a refund-and the new general manager was out of town for the rest of the week, I was promised a call back. Many calls later, where my messages were mostly not returned, I was finally informed that the general manager would only give me a weathertech cargo mat or 10% off a set of tires. Needless to say, I thought that was a ridiculously cheap offer from this new GM. He later “upped” it to the cargo mat as well as 10% off the tires. I will never again recommend this dealership to any friends or family. I feel very cheated and am now a very unhappy former customer who does not plan on ever buying another vehicle from them again. Topping off the insult, they said they would like to buy my car-only 42k miles on it-but why would I do them any favors after they already cheated me with the oil changes I paid for but cannot use. As the saying goes, “Fool me once, shame on you, fool me twice...

10/10 Do NOT recommend. I bought the car in October - It was a used (2020) car so it had a dent on the back tail gate along with a loose tail light. They said they would take care of it. It was a late Saturday night so they said come back for it to be cleaned and detailed along with the fixtures. The soonest they could get me a loaner car would be December. Wasn’t favorable but that was the least of my concern I soon find out. December- I took it in, they gave me a loaner. That same day, I got a text stating the tail light would be my bill. I called and complained . After getting the run around between the service department, sales and finance, they finally got it approved to be covered under their bill. This was the first problem. There is a huge miscommunication between all the departments and nobody seems to talk with the other. The next day they said the car was ready. I went to pick it up, I should have looked it over but was going to work and assumed everything was fine. I later noticed the car wasn’t clean, it smelt like dirty water. There was still dirt on the floor and the outside had smudge marks. Along with the tail light still being broken. After I called and complained again, they said they would look into it. Again, nobody communicates to the next department. They said if I bring it in again, they would look at it. But I would need another loaner car. He said he could drop the loaner off at my place Thursday. He finally got it to my place Friday morning. Fast forward to it being done a few days later. I go to pick it up and the back is still not clean! See picture below. I ask the service department for a receipt and they’re like you have to go talk with the finance department. Again, why would anybody communicate? After running over there, I get all the copies of the protection plans I bought with the car. Including the detail package stating I got the protection plan for the inside and outside of the car. After pointing out the dirty back to the manager, he agreed to have it cleaned and vacuumed. I take more time out of my day to wait for them to fix their mistake. Small bonus points because he did clean my back windshield with glass cleaner but given everything else that went wrong ? Finally, everything seems to have been completed after the 2nd visit and how many complaints later. I now realize they took my parking permit out of the front part of my windshield too. Don’t know why this was removed? I have to pay my apartment complex now for a new one. Super frustrating from the start and had so many headaches...