John Lance Ford

My experience is always satisfactory.

I have been using them for over five years. They are honest and only recommend the work that needs to be done and nothing else.

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The experience was awful!  Below is a copy of the letter I sent to the manager via email the day after picking up my vehicle.  I waited a week for a response, but did not receive one.  Receiving one now would imply that they are more concerned about bad publicity than customer satisfaction.  Additionally, I was promised I'd be given a survey to complete following service.  I haven't received that, either.
Copy of letter to manager:
I did not have a great experience having my car repaired at your facility, was far from satisfied throughout the experience, and would recommend that friends and family go elsewhere for similar service needs.  I hope that I do receive a survey.  Are negative points an option?
My car was hit on Thursday, 2/26.  I filed an insurance claim and chose one of their preferred facilities to expedite the process.  I chose your facility because of the options I was given, it was the closest to me.  I called from work first thing Friday morning to make sure you had received the insurance information and that everything would go smoothly when I came in after work.  I was told that as long as the insurance had submitted the claim I didn't have to worry about a thing.
I arrived at the facility in the 4PM hour; I don't recall the exact time.  I walked in and had no idea where to go.  There were numerous employees milling about, some conversing with each other, others just standing around.  No one acknowledged my presence, so I approached the nearest employee and began explaining why I was there.  He snapped at me that I needed to go down to the other end of the counter.  I retorted that perhaps there should be a sign, and he snapped that there was as he pointed up.  Well pardon me; how foolish of me not to look up for directions as I enter an unfamiliar building.
I walked down to the claims desk.  Three employees were having a conversation.  I waited several more minutes for attention.  Then suddenly two people were talking to me at once about different things.  I had no idea what was happening and quickly developed new frustrations.  Both of them were asking many questions I did not know the answers to.  I had to repeat several times that a claim had been submitted by State Farm.  I knew my claim number and deductible, but was relying on that paperwork -which I had called about earlier and had been assured would be on hand when I arrived- to fill in the rest.  Eventually they pulled that up and got things moving.
During the claims process I was asked to indicate my communication preferences.  I requested regular email updates.  Penny informed me that they were having trouble with the system, and told me that I should call if I didn't hear anything by Tuesday.  I left certain that I had left my car in the wrong hands, but it was too late to change things.
I had heard nothing by Tuesday afternoon, so I called.  The woman with whom I spoke had difficulty comprehending that I had heard NOTHING since dropping off my car on Friday.  Eventually I got through to her and she dug up some info.  She told me that my bumper was in paint, and that they were waiting on parts for the other repair.  She also told me that she would leave me a voice mail on Wednesday morning when she found out more.
By Wednesday afternoon I had received no update, so I called and asked for Richard Kinzel because I had taken his card when I dropped off the vehicle in Friday.  Upon request he explained the damages that had been identified; I had not previously been provided with the complete results of the assessment or estimate.  I was happy with this interaction.  
Later I called back and spoke with the woman I had spoken with the previous day, questioning why she didn't follow up as she said she would.  She said it was because I had spoken with someone else, but I reminded her that I called him AFTER I didn't hear from her during the specified time frame.  She told me she had gotten busy.  When I write my review on Angie's list I will be sure to mention that if you drop off your car on Friday, they may be too busy to get back to you by Wednesday.  Tell me, when you spend hundreds of dollars on a service, do you appreciate the service provider informing you that they are too busy for you?  I let her know how dissatisfied I was and that I would like to receive a survey upon service completion.  She asked if I wanted to speak to a manager, but I declined.  I clearly wasn't a priority, so why should I waste more of my time?  I'm sure you would have thrown me a thousand apologies, but actions speak louder than words, and those cannot be retracted.  As a side note, she also told me during this conversation that my car was in line for the bumper to be painted.  I told her that she had told me yesterday that it was in paint.  She tried giving some explanation, but I simply laughed.  I could not believe that a company with such lousy communication could manage to stay in business.
On Thursday I received three text messages:
"AutoNation Collision will be sending you repair status updates and a survey."
"Thank you for allowing AutoNation Collision to service your Subaru.  You made the right choice."
"We have updated your estimated completion date from 03/05/2015 5:00 PM to 03/06/2015 5:00 PM.  Thank you, AutoNation Collision"
After a week I finally heard something, but there are two problems.  First, two of these three messages are pointless and a waste of my data plan.  Second, I requested email correspondence, not text.
I also receive a call from Richard Kinzel, which was actually helpful.  He is the only redeeming aspect of your facility as far as I'm concerned.  My only complaint is that the background music on his end did make it difficult to hear everything he was telling me.  Perhaps employees should turn down their music when calling customers.
I picked up my car yesterday, and the disappointments continued.  This time I was greeted warmly as I was directed to the cashier.  I explained that the form of payment was being changed; at the request of the person who hit me we were settling without insurance and I would be paying by check.  A manager commented that it didn't matter as long as he got the money.  It was intended to be a joke, but after my experience I believed nothing to be more truthful.  When I was asked to sign off on the car I asked if I could see it and inspect the work.  I was told that there was a lifetime warranty and I could bring it back if not satisfied.  I was shocked and appalled.  First of all, wouldn't it simply be decent customer service to walk the customer through the repairs?  Second, why would I want to come back and relive this nightmare?  I let it go and continued with the process.  She then told me I owed my $250 deductible, and I had to repeat that I was not using my insurance; clearly she wasn't actually interested in listening to me.  I finally got through everything, she handed me my keys, and she told me I was all set.  Excuse me, where is my car?  Not only do you not walk through the repairs, you don't even tell customers where on the giant property to find the vehicle?  Just when I thought the service couldn't get any worse, it did!
When I inspected the vehicle I was disappointed to find the new mirror that was installed to be covered with nicks and scratches.  It is obvious that no protective equipment was used as it was clamped and beaten with whatever tools were used.  I know that I could have gone back in and complained, but this process had been so trying that I simply didn't think it worth it.  I have been without a car for a week, and that week was full of hassles because of your l

I bought a new Ford Escape from AutoNation earlier this week and it was the best car-buying experience of my life. I worked with Bev Olecki and she (and the rest of their team) worked hard to get me a great deal on my car. There was no pressure and Bev helped me select the most cost effective options for my needs. Bev found the car I was looking for at another local dealer and brought the car over to AutoNation. After we finished our price negotiations, she handed me over to their Finance Office where (much to my surprise) my deal was promptly completed with no delays or problems. All in all, a great experience. I look forward to buying here again in the future.

everything went excellent,this dealer has outstanding service

The customer service technicians were very friendly and professional. The work was completed in a timely fashion. They were very through and the work performed was done flawlessly. My truck runs and drives perfectly after the work accomplished. They even noticed and replaced the worn out windshield wipers I had forgotten to tell them about. Excellent work done in a professional manner...

i have a company car so this service was free to me, they did everything that was needed, except the charger/receptacles still do not work...company said they tested it and there was a charge but when i tried my charger for my phones and gps, etc, there is no charge....i will need to take it back in i think as i have tried 3 different chargers and purchased a new one but still did not work....i would have let them know when i was still at the dealer but i had to leave, they said to call them back if any issues and i will, i was happy with their attention and service

They have very convenient hours, and they do an excellent job on my car. The staff there is very professional. They gave me a ride to work, and they also picked up my car. They were very good and very courteous staff. I would absolutely use them again.

They are reasonably attentive. They have competitive prices. I will continue to use them in the future for auto repair.

I am pleased with their services. I have no complaints. They did a regular maintenance and oil change in December and I paid $50. There was no charge for tire repair. I would continue to use them in the future.

They're excellent. They're efficient. They'll stand by their work. They also offer shuttle service as well.

They were excellent. We thought as they were the car company I was suspicious of using the car dealer because of the price. Thinking that they would sort of charge for things which we didn’t need or they would turn out to be expensive. They turn out to be very professional and not nearly in expensive as we thought or just reasonable what we thought .We will continue to go back there. We thought of going back to the car company for the new car but we are going back to dealer. They are special discounts on the internet to. We will absolutely use them in future.

My experience was fine and everything went well.

I use the auto dealer frequently. The service and the quality are high-grade. I don't have a service plan so I prepay. They are responsive and professional.

The experience was wonderful. From the moment you walked in there was someone there to talk you through the process. They did a really good job on the quality of work they did. They were very friendly.

They are punctual, they listen to you, they explain what they did and what caused the problem in layman's terms.

Their service has been declining. I have always taken my car there because that is where I bought it from, but I have noticed lately that there is extra stuff they always want me to do. An example of this is the last time prior to this visit they told me that I needed new tires and suggested ones I should buy, even after I told them that I just bought the tires that were on the vehicle and they were fine. I will only see them if I have to.

Mentioned above.

We were told it would take 4-5 days and we dropped the car off on a Monday. By Friday it was ready as promised and looked show room ready.

They have a really good way of providing replacement transportation. They are open later so that way you can have work done after work hours. They also got the job done really quick.

You don't need an appt for an oil change and they will tell you if you are due for other service. There is a decent waiting room and several desk type counters with chairs for doing work on a laptop or whatever. They are open til 11PM or midnight. They also will drive you home or where you need to go and then come back and get you when your car is ready. I've dropped my car off 1st thing in the morning and they've taken me to work or to the bus stop and will pick you up when you get off work. They will also wash your car for you for free tho you may need to get more than an oil change for some of these services. They are very efficient.

From the moment you drive up you are welcomed and treated with courtesy. They take appointments so your car goes into the shop immediately upon completion of the work order. They give you status reports as you wait and offer you coffee. They do excellent work and provide road hazard coverage along with the cost of the service. At no charge they check my tire pressure for me when I notice a tire is low and wash the car as a courtesy. I highly recommend them, especially for an older woman such as myself since they are very trustworthy and don't try to sell you unnecessary repairs.