1 /5 minh vu: I never wanted to write a bad review, but my experience with AutoNation Mobile Service has been very frustrating.
In the process of buying a used car, I engaged this firms mobile service for a pre purchase inspection (PPI). The PPI was done on time on Friday 3/28. The inspector made three recommendations in his report: one for replacement of the rear brakes because the pads and rotors were observed to be worn out - this is appropriate; the other two recommendations were for replacement of the spark plugs and ignition coils, totaling almost $2,500 (this is an 8-cylinder) as needed per "maintenance schedule" - these are the recommendations for which I need further clarifications in order to decide whether to proceed with the purchase of the vehicle.
I needed to confirm whether the inspector found any issues with the spark plugs or ignition coils (the report did not mention any), and if not, the report should tell me which maintenance schedule (at what mileage level?) requires their replacement. I called AutoNation and was told I could not speak to the inspector directly because "they are working." I put my request for clarification in an email and was told that I would receive a response within 24 hours. That was the morning of 3/29. I have since followed up two more times and was promised a same day response each time. I finally received an update from Support (thank you Xena) late afternoon today, April 1st, that the technician was out today so the earliest response would be tomorrow.
The purpose of a PPI, to me, is to identify potential issues that a regular person cant easily identify when buying a used car. When an inspector identifies these issues the report should provide as much information as possible, or the company can respond promptly to any request for clarification so the customer can make a timely decision about the purchase. Failure to provide a prompt response after several promises is not acceptable business practice. An organization must have a system to ensure that its employees follow through on service promises.
UPDATE:
I finally received a partial response on April 3. Essentially the technician did not observe any problems with the ignition coils or spark plugs, but just listed them as requiring services per "maintenance schedule" that remains unspecified. Based on this response I went ahead and purchased the vehicle. Now I found that the radiator is leaking and the A/C does not work (just blowing hot air and refilling freon does not solve the problem) - despite the report stating nothing wrong! Repairs would cost several thousand dollars. The company really needs to review its work product and services in a big way!
