Auffenberg Ford O’Fallon

If you are really concerned about a customer’s bad experience with your dealership you would call them directly if you wanted to make things right. Instead of posting on Unilocal what you think everyone else wants to hear. You can only blow so much smoke up people’s rear ends…

This is the email that I just sent to
I purchased a 2011 Altima from Auffenberg Ford North just over three weeks ago. A friend and I drove 2 1\2 hours to see this car. During the test drive the three of us (Ken the salesman was with us) noticed that there was a shimmy when I braked and rubbing when we accelerated. Ken asked me to do it a few more times as maybe there was some rust on the brake pads. I did and nothing worked. So we took it back and Ken said they would fix that (as well as turn signal and the driver side door turn signal that didn’t work). He said that they would get that up and worked on right away. Well it wasn’t until a few hours later when all the papers were signed that they took it back to get it worked on. After it was finished, my friend and I drove it around and the rubbing was still there and the driver side mirror turn signal was not fixed. I mentioned the rubbing to Ken who said he would talk to his boss. He then came out and asked me to drive it around for a few days and if it was still rubbing that they would take care of it. I waited 4 or 5 days hoping it would go away and it didn’t. Since then I have exchanged several emails and calls with Auffenberg. You are insisting that I drive the 2 1\2 hours using up my gas money, using up 10% of the warranty you gave me and take a day off of work, all to fix something that you did not fix right the first time. I work in customer service, and this is terrible service. Your team waited until the papers were signed to fix the car, then didn’t even fix it right the first time. And now you want me to pay a LOT more to come down and give you guys another shot. Tell me, why should I have to pay for your mistakes? All that I ask is that you allow me to go to a dealership up here in Peoria to have this fixed. I understand it would cost you guys money, but that is what happens when you don’t fix things right the first time. Please let me get this fixed up here. Thank you.

Dear Bill J at Auffenburg:
I addressed this to you since you are gonna reply with your cut and paste «we screwed the customer again — sorry we got caught messages.»
My question is are the people in the pictures paid actors? I have NEVER seen anyone happy here! Also I love jay s photo of the desk where the «magic» happens. Is this the mythical table where people get sodomized after overpaying Illinois, St. Clair county, and O’Fallon taxes?
***For anyone considering buying a car, test drive theirs and buy in Missouri. I saved a lot of money utilizing that strategy. Part of the savings accrued from calling a Missouri dealership with make and model and telling they have 45 minutes to complete the transaction or I am gone. It kinda changes the dealership dynamic from waiting on their finance department.***
So I got rid of my 2013 DeathTrape (errrr Ford Escape), I am proud to report things are changing. I read it just had its fifth recall! I understand one more and everyone gets a free toaster! Also Bill at what point does the lemon law kick in for this entire make and model of cars? Besides pissing off your most loyal customers, what are the penalties to Ford?
I decided to give one last try to an American made car. I purchased a Ford fusion. It is less than a year old, in fact it had about 16,000 miles on it. Despite utilizing the owners manual I can not get my iPhone to work with their sync system. It is all over the web, that you have have the dealer fix Ford’s software defect (seriously!?! Who woulda thunk it?). Additionally I wanted the keyless entry to work. I was told that the warranty ends at 12 000 miles and it was not covered!?! Now this is not advertised at all by ford and it used to be 36 000 miles.
I am not even bothering to complain about having to wait there for more than an hour AFTER the car was complete or the crappy coffee.
Also I love how Tony Grove cares. This is something that is easily within his realm to fix. I would not want the general public to believe he is as impotent as you portray him. Feel free to contact me you have my information.
** Tony 1 problem with your contacting me. I always had my vehicle «serviced» at your location. It kinda smells of bullshit especially when you contact me to get my 2013 death trape (I am sorry Escape) serviced. Please see the pictures.

After nearly 3 months of numerous phone calls and e-​mails we finally recieved all missing items that were promised at the time of sale.
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Special Note: I was told on the phone by the salesman when we called, yet again asking what was going on with all the missing parts that were part of the sale, that the car goes through a multi-​point inspection before it’s put out for sale.
There were so many things wrong (see list below) with this car that were COVERED 100% UNDER WARRANTY when my daughter drove it home that it’s my opinion that it never went through these inspections before being put onto the lot.
Spare key didn’t work — Fiat’s require special keys that have to be programmed
A giant bubble on the paint between the windshield and the sunroof
Passenger seat was broken and wouldn’t fold up to allow a passenger in the back
Trunk pull was missing — this was a big problem since my daughter is very tiny and couldn’t reach it to close without jumping.
Shelf in the back of the car had broken brackets and the shelf itself was completely gone. (not covered because the entire shelf was missing)
NOT covered under warranty — HUGE rock chip on the windshiled in direct vision of the driver. There’s NO WAY this would pass an inspection. We paid to have this fixed ourselves.
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Since she had driven over 2 hours each way to buy the car at this dealership it was extremely disheartening to have to beg for things to be made right, because it wasn’t a close jot back to the dealership, and it took a post on Unilocal and an e-​mail to the president to bring any type of reconciliation to it.
WE ourselves brought the car to a Fiat dealership to have all the warranty covered issues taken care of. An hour drive each way.
I would suggest to anyone wanting to purchase a vehicle here to inspect it very closely. You may not be as lucky as we were to have so many of the things wrong still be under warranty.

Third time I’ve been to this lot, but only the first time anyone has talked to me. I’m shopping several makes and models and asked to see some specific cars. Up sell, Up sell, Up sell. Kept telling me why the car I wanted to see wasn’t good enough. — I haven’t encountered such sleazy salesman in ages… I’m in sales myself, and couldn’t stand it. I smiled and left

Literally the worst service waiting area I have ever had to wait in. I assume a prison cell would be more comfortable. Cheap hard chairs, one very loud tv, no water, no coffee, and WAY to many air fresheners.
The service clerks that check you in are great, but the three billing woman are the scum of customer service. Not only are they extremely rude, but they also act as though you’re burdening them. It would be nice to have just an estimate of time and none of the women can tell you if the wait for my bill after my car was finished would be 1 minute or 1 hour.
Edit: they also left my car in gear without the parking brake on. I came very close to rolling into a car.

Well, let me see… where do I start? I’m just going to say that I am less than impressed with their service department. I had an 8am appointment to drop my truck off for a simple oil change, and it took them 2 hours. Why make an «appointment» if I still have to wait 2 hours? I only go there because they are the most convenient Ford service department to my residence. Also because I purchased the Ford Maintenance Plan which includes oil changes and tire rotations when I bought my truck 3 years ago.

Auffenberg is a great place to take your car anytime of the day! They always find time to fit you in and also have great customer service.

My father bought a truck from Auffenberg and even sprung for the warranty. However, when only a couple weeks later the engine started having problems, they told him they couldn’t help them. Horrible customer service! If it’s not obvious from the reviews, steer clear of this place. THEY WILL SCREW YOU OVER!

Purchased a used Mercury Mountaineer from them. They told me the truck had new brakes when I bought it so why was I replacing brakes and rotors to the tune of $ 700 just 5 months after buying it? When I contacted them about this, they denied telling me the brakes were new… like the salesman would remember me or my purchase 5 months later.
It also had a squeel in the engine like a belt problem that was supposed to be fixed before I picked it up and surprisingly hadn’t been! When I called them to repair this they told me «You bought it. It’s yours now!»
Auffenberg will bend anyone over to make a buck!

Stay away.
First, St Claire County, IL charges a surtax on purchases in the county. That’s a good reason not to buy a car in the county at all.
Second, Auffenberg charged me for a warranty which, when I actually needed it, didn’t exist in Ford’s system. I had to pay out of pocket (fortunately it wasn’t TOO expensive a repair).
Third, even after multiple requests, I _​still_​get emails encouraging me to come down and look at new cars. That will be the day.
If this review costs them one single sale, then I cost them more than they cost me. Have a nice day Auffenberg.