Business ProfileforAutoNation Ford Amherst Service Center

The car was seen on 9/20 by a shop in Lorain who suggested it was engine failure. They said to contact Ford and an authorized shop for assistance. They quoted $6,000. I brought it in 9/22 and was told by Kaitlin the heater hose was faulty which I paid $643 for. I was given a copy of the multi point inspection & nothing was checked on it except for a tire inspection and the authorization of the heater hose repair. During repair I was told I could not get a loaner. Fast forward a few weeks later, the car began smoking and shut off. I brought it back in and was told I’d hear something in a day. 5 days later I called to check and the vehicle had not even been looked at. The following week it was inspected and I was informed it was the engine. Service advisor Jim was extremely rude. I was advised to contact Ford in Michigan which I did. They did NOT call me personally to say they would not assist with the repair. I was told to contact the NHSTA for assistance, while the matter was under review which I did. I was given a loaner finally. The loaner was recalled and I took it back. The service was HORRIBLE as I was accused of not putting a full tank of gas in a car that never had a full tank. I was basically called a liar, with no apology. I left with another loaner & waited. I was promised a call in December and I never got a call. I reached out in February & got no response. Now in March I got a call saying to return the loaner, and by the way no one on our end ordered the engine for the car. Which is not my fault or my responsibility. So now I have the option of $8886 for a new engine that is on back order. Or a used one for $6300 with 88k miles on it. And no type of discount even after the first mis diagnosis that cost me almost $700 back in September. So if I choose to go with the repair, why am I not provided with a loaner? After 6 months of horrible communication and AutoNation dropping the ball, I have to return the loaner with only a 1 day notice?

We have been in contact with the customer and went over options. We have a plan going forward on taking care of the customer. She is going to do the repair on the vehicle at an agreeable price for both of us. She is satisfied and knows that we will take care of her going forward.