AutoNation Chrysler Dodge Jeep RAM Houston — Local services in Houston

I have attached pictures for proof of everything that will be said. Please pay attention to the dates in the pics. If I could give negative stars I absolutely would. I took my vehicle in for a basic service (oil change, tire rotation) I picked my car up close to closing time & work early mornings. On my drive home from work the day after picking my vehicle up my auto start/stop wasn't working & it was driving strange. My steering wheel was shaking like crazy. I took it back that same day to get the issue looked at. 1 of their techs test drove it multiple times, stated that I wasn't working & told the adviser(Kevin) he told me that I would need to drop my vehicle for at least 3 days. I informed that I drive to work every day, & I would need some sort of rental. he stated that he would have to put me on the list and call when one was available. NEVER RECEIVED A CALL- I called and texted for WEEKS for an update and was told the same thing (they don't have anything) I eventually got fed up with speaking to Kevin and getting no answers. I asked him to speak with his higher up and all of a sudden, he stated that they had a vehicle. I went that very same day about 30 minutes after he said this and when I got there, he (Kevin) had no idea what I was there for. He then stated that I needed to have full coverage insurance and not liability to get the rental (something that could have been told to me in the 500 texts/ conversations that we have had). I left and, on my way, home I decided to call and speak to the service director Marcus. I informed him of the whole situation, and he stated he would look into in and get back with me.... this was at least 3-4 MONTHS ago maybe more. As I kept calling to speak with him, I was informed that he no longer works there and someone name Rose has taken his spot. I've called and left NUMERIOS messages for Rose and she has never gotten back to me not once. when I would call in and ask to speak with her, I'm always told she is in a meeting or a conference call. I recently had my next service about 2 weeks ago/ give or take. While I made my appointment, I made it very clear that I would like to speak with Rose and for the appointment to be scheduled when she is available. I get to my appointment, and I ask if Rose is ready. the adviser informed that she was in a meeting. I stated that I would wait for her to finish that up being that the day and time of my appointment she was supposed to be available to speak with me with a given heads up. the adviser informed he told her that I was there and waiting. when that adviser went to lunch the adviser that I was initially assigned to (Yuri) came out and I informed that I was waiting on Rose as well. she stated that she informed her and for me to keep waiting. (this is TWO different advisers saying that they have told Rose that I was there and waiting for her) I sat at the dealership and watched Rose walk up and down, outside kicking her feet, speaking on her cellphone etc. Finally, Yuri came to me and stated that my vehicle was ready and handed me my keys. I asked where Rose was, she stated "she had to leave for a funeral and that she said she will give you a call".... She did call and stated she had no idea that I was there waiting. I told her that I wanted to speak to her in person and we set a date but that had to be rescheduled and as of today we still have not met. Needless to say, I am beyond annoyed, frustrated and disappointed with this dealership. I have asked them countless times for the review that is sent out after getting your vehicle serviced, I was ignored multiple times and the last time that I asked I was told its generated from the manufacture... In reality I believe they changed my email address so that I wouldn't get the email. I was getting them until I started complaining. I honestly want to take my vehicle to another dealer, but my contract has me bound to them unfortunately. Please keep in mind that all of this has been since before FEBRUARY '24 & I STILL have the same vehicle concerns going on...

TLDR: this is a car dealership like any other that will say almost anything to get you in the door. Further, they lack integrity. They were willing to provide me a $1k reduction in price for a positive review. They switched the vehicle on me. I knew the VIN and said something. Then we waited hours for finance department to help finalize the deal.

I would not recommend this place.

My immediate experience was pleasant and over the phone. Patrick answered my call, was responsive and appeared to care. I explained to him we were on a time crunch, and I was looking to buy a car that day. We couldn’t afford to waste time back and forth and I specified integrity was important to me. I asked about a specific vehicle on the lot and asked for the best walk off the lot price. Their price was higher than what we asked if they could do. We stated we were on the lot and would take the vehicle if we could meet int the middle, if not, it’s okay, but we’d have to leave because again time was of the essence. He assured it was possible, so we waited. We went to his office, and he presents the higher amount. Ugh, you could imagine my frustration. We immediately stood up and said we specifically said that amount was more, and we would not do it. We were very upset he wasted our time. He said that was the best they could do. As we are walking out the door the manager called me and asked if we wrote them a good review, he would meet us at the middle rate mentioned. This was $1k lower than their previous rate, so it lets you know they’re willing to pay $1k for a positive review. At this point, I think they’re shady, but it’s the end of a long few days searching for a vehicle so my husband agrees to something (positive internal survey review). We go back in and discuss the new rate and vehicle. I notice Patrick brings a different vehicle to the front. Remember, when we arrived I found the vehicle we were looking for…and knew the vin. Waiting to see if he planned to say something he didn't, so I call him out on it. After a bit of fumbling, he states his manager said it had to be that vehicle in order to give us the agreed upon rate because it had been on the lot longer than the one we were looking at but he assured us the specs were the exact same. Another appearance of shady behavior. I know you are asking yourselves why stay and buy. At this point I already had all the specs on both vehicles and compared them line by line validating their statement because of course you know up to this point, they’ve given me no reason to trust them. Did I mention that just earlier (on the phone) they said that vehicle was pending sale? So all of a sudden that vehicle is available? Hmmm. I’ll share just a few more things about our unpleasant experience and why I’d rather donate a kidney than ever do that again. We were pre-approved on financing but it was going to take several more hours and possibly into after hours to connect it into their system, so we needed to return the next day. I asked, should we schedule an appointment, to which I was responded with a stare that made me feel I had four heads. We returned the next day to finalize the paperwork. Lo and behold, the finance guy left early (regardless of reason) leaving only one finance guy attending to three people in front of us. Where’s that appointment when you need one? I appreciate Patrick came in on his day off to close the sale, but I would have appreciated him making the best of the over 2.5 hours we had to wait before being seen by the finance guy. Maybe he could have shown us the functions of the vehicle. Nope. Just talked about how much he loves Mazda, how they’re superior vehicles and could sell those if they were on the lot. Great brand ambassador. (Note: we arrived closer to 7:30 since we didn’t have an appointment and left just before 11pm. We asked if getting there around 7 would work to which we were just told sure).

Have to remove information to meet...

I was looking for a specific Jeep grand Cherokee with specific features and did not want to order and wait months for it. Only 2 in all of the Houston-Metro area. One at Riveroaks and the other at Autonation. Minor difference was interior color (all black vs. black/gray) this was not a deal breaker. Turns out I liked the 2 tone more than I thought I would. Autonation had a better dealer discount and Fernando Rivas was very helpful and responsive, willing to work with me via email/phone for most of the deal. Needless to say Riveroaks was not wanting to make a sale. Fernando was friendly and understanding of my concerns and the distance I would have to travel for this purchase. The unit was actually at the Spring location and he was able to trade another unit on their lot for the one I wanted, brought it to South Houston for me. He gave me all the numbers, no haggling, no back and forth on pricing. I had a couple appointments in the med center and we had come very close to a done deal. I decided to stop by between appointments to physically look at the vehicle. It hadn’t arrived yet but they had another unit that was identical except for exterior color. I checked that one out (hadn’t seen the 2 tone interior in person yet). It was exactly what I wanted so Fernando waived the $500 deposit to swap units with the other location. I went to my other appointment and when I was done I returned and my new car was there in service to be detailed and finance was ready to finalize the deal! The finance person (sorry I forgot his name) was very nice he had to show us all the extra warranty and protection plans but we did not want them. I understand as his job requires he go over all those offerings and he was not pushy at all when we said no. We decided on gap coverage only but then he discounted a couple of the other packages that would be beneficial to us (dent repair, replacement of items that wear out, key fob replacement, and gap) and was able to drop our interest rate and extend the loan by a few months so that our payment didn’t change and we could still have the plans we chose. I know most would say that’s how they get you but with the way things go today - economy, prices, road conditions, carelessness of others - some of those protection plans are good to have if it’s not a huge expense! Paperwork took 30 min max and we were ready to roll. Upon arriving home (over an hour away) we noticed the panel on the back of the drivers seat was loose. It would not snap back in place so I let Fernando know. I brought it back up a couple days later and service looked at it but decided it needed to be replaced as the clips were warped or broken. Unfortunately that means another long drive to/from! Fernando topped off my gas tank for my inconvenience and driving up and not getting it fixed yet. The part is on order and they’ll take care of it when it arrives. Fernando was very apologetic for me having to come back yet again and promised to make sure I had a full tank of gas upon my next visit for the trouble. Today with gas prices and as far away as I live, this is very appreciated! All in all I was VERY happy with our decision to use Autonation for this purchase. Thank...