ComplaintsforAutoNation Honda Chandler

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are from ********** and our car broke down outside of *******. The nearest Honda was AutoNation in Chandler. We had the car towed there and informed them that our battery died and that we had it checked by two other shops who both said the battery was fine. We informed them that we thought it was the alternator. They did their diagnostic and said it was a simple battery replacement job. We tripled checked with them- "are you sure it is not the alternator?" They said they were "pretty confident" it was not. They said they completed a ** test that determined the alternator was fine.Flash forward to two hours later and our car dies again in ****. The Honda of **** informed us that if AutoNation in Chandler had done a simple test with a multimeter (which they didn't do), they would have seen that the alternator was bad.It doesn't sound like AutoNation in Chandler did a thorough job, especially when we insisted it was the alternator and not the battery. I am also going to complain that the service technician, M******, sold us on a "lifetime" warranty battery but "failed" to inform us it only works for other AutoNation dealerships. Being from ********** (which she totally knew), we do not have AutoNation dealerships near our home and thus, she sold us a more expensive battery that we cannot use the lifetime warranty for.When we called AutoNation after the second breakdown in ****, M***** informed ** we could still keep driving on the bad alternator. Good thing we didn't because the Honda in **** said the brand new battery was essentially dead again.We are seeking compensation and would like our money back on the new battery that was sold to us even though we didn't need one. All calls to supervisors have gone unanswered.

  Business response

  04/19/2023

  Thank you for bringing this concern to our attention.

  We have been in contact with the customer and a refund has been issued to the customer.

  Thank you.

  Customer response

  04/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday Dec 21, 2022 I went to AutoNation-Chandler and traded in my old car for a 2020 Honda CR-V. I kept my existing vanity license plate. Sales person was **************************They put temporary tag U898749 over my existing vanity plate. It expired on Saturday Feb 04, 2023.On Tuesday February 7 I called my AutoNation Sales Person, *************************, and left a message asking what I should do. I never heard back.On Wednesday February 8 I drove to AutoNation and spoke with a Sales Manager (I don't have his name). He expressed surprise that I hadn't received my registration by then. He took a copy of my paperwork & went up to their title office. He came down with a second temporary tag, 52T0747, and had it installed.This second temporary tag expired on Friday March 10, 2023.On Saturday March 11, I went back to AutoNation & talked with Sales Manager *********************. She told me that there's an Aluminum shortage; maybe that's what is holding it up. I told her that I have the vanity plate from my old car, all I need is to have it transferred. Then she said that the title department doesn't work on weekends and that the previous title person had left and that there's a new title person.She also said that they couldn't issue a third temporary license.I heard part of her telephone conversation that was payment declined then she left.When she came back, she said that she'd check with the ********** on Monday (March 13). I asked her to call, text or email me after she talked with the title department. She agreed.Its now Friday March 17 with no word from anyone at AutoNation.I've had my car for 8 week and still don't have license tags.

  Business response

  03/22/2023

  Thank you for bringing this concern to our attention. 

  The customer's wife visited the dealership yesterday and collected her EMVR.

  Title was issued and plates are on the way.

  Thank you

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had extended warranty on our 2020 Honda Pilot through Autonation Honda that we purchased new through them. In September of 2022 we traded that vehicle in and went into Autonation Honda to fill out all the paperwork to get reimbursement on the remainder of the extended warranty. The said it would be 6 to 8 weeks to process the payment. At the end of the 8 week period we contacted Autonation Honda for status and have now left 6 requests for call back, tried to contact the extended warranty company and the said we need to go through Autonation Honda and their was nothing they could do, 3 weeks later and another 3 calls to Autonation Honda, finance, customer service and sales all assured us that we would get someone to call back. Yesterday I tried the customer chat and received the same response, we are very sorry, someone will reach out asap. Next step will be to drive back to Chandler with lunch and dinner so we can wait for a finance person. They are very happy to take the money for extended warranty but somehow unable or unwilling to work with customers to resolve what the assured us was a simple and common process. Any help BBB could provide would be greatly appreciated. The whole process with the dealership from sales to service to support has be very disappointing.

  Business response

  11/14/2022

  Thank you for bringing this concern to our attention.

  We will contact the customer directly and provide an update on the warranty cancellation.

   

  Thank you

  Customer response

  11/18/2022

  Local dealership (Autonation Honda Chandler) never responded to the request for action from Autonation corporate headquarters. Because we are at the 5 days, I didnt want to accept the resolution. Corporate Autonation took down a lot of information yesterday and said the would help expedite the request, but as of this afternoon they havent responded to our return email with all the required information they asked for. We are still holding out hope for a resolution from Autonation corporate on the warranty cancellation. Expectations are low and we probably wont hear anything until we go to the dealership and wait there for hours to resubmit the original data AGAIN. Thank you BBB for your efforts, it is appreciated.

   

   

  Business response

  11/21/2022

  The warranty cancellation have been submitted for the customer 

  Thank you

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with the company, I paid it off and sold it before the warranty expired. I was advised that I would be refunded for that warranty all I had to do was fill out a form, submit proof of sale, and the funds would be returned to me. I have called for 6 months I have begged for a call back, an email, anything from the finance department. I later called and asked for a manager, the sales manager Geff was beyond disrespectful when addressing me and my experience. I sent him what he asked and he set the expectation that the he would forward it to the head manager in the finance department. One month later no update. I called again and requested the director of finances contact information. I was provided with an email, I explained my experience and asked for help with my request. I even sent in the documents I was told I needed. Here we are again a month later and no response. This isnt the way to run a business. The excuse I continue to get is that the department closes at 5. When I purchased the vehicle they stayed open until 9 pm with me to take my money. This is the most awful service I have ever received from any car company that I have ever purchased a vehicle from. Its completely unprofessional and the service from management is disgusting and demeaning.

  Business response

  05/13/2022

  Finance Director spoke to ******* and she will be sending the warranty cancellation form and documents over to process the cancellation. 

• Initial Complaint

  04/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle with pre-approved financing from my bank. However I was told that I absolutely had to fill out a credit application for the dealership to find my pre-approval. Once in the finance office I was given loan documents with dealership provided financing. The dealership financing did have a lower interest rate however the dealership should of been truthful and transparent versus withholding finance information in order to make a profit. Very shady and unethical behavior.

  Business response

  04/16/2022

  dealership provided better rate then his own financing and saved the consumer some interest. We at the dealership did not do anything unethical, however we provided better financing then he was getting from his own lender. 

   

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an Audi from the Honda Chandler location in September 2021. While I love my vehicle, the service here is horrendous. When I first got my vehicle they set up an appointment for February (6months) out for an oil change. When I brought my Audi in the first time, they took in my vehicle I didnt hear anything for an hour. Sat waiting, then received a call that they did not have the oil specific for Audi and couldnt provide the oil changed. At this time I asked to speak with a service manager and was approached by **** (service advisor) he told me there was nothing they could do they didnt have the product. I was also told my brake light being on wasnt a big deal and they didnt have the parts available for that either (of course). I bought the platinum warranty package with my vehicle, since Ive had my vehicle it has not covered a thing. I was promised they would pick up , repair my vehicle , make arrangements and have parts available for me paying $3500 extra this was a scam. This first appointment occurred February 25th 2021. **** promised to give me an oil change and car detail for inconvenience. I scheduled another appointment for the following weekend, I was told brake parts would be available and oil available. When I arrived, ***** greeted me and told me my car would be washed and everything with oil change handled. mind you, I had been texting with **** and ***** all week to ensure parts were available so I didnt waste my time again. I arrived at 9:30 lol change completed at 11:30 . Then I asked about my brakes I was told by a new rep *** greeting me ******************* (as ***** had left early for the day) that parts would need to be ordered for brakes. I waited 2 hours, they took my car in 2 and a half hours came back saying they got wrong parts and can't fix. My brakes need to be fixed free of charge and my fully warranty refunded to my loan. Nate also disrespected me by flailing his arms aggressively. Please cancel and refund my warranty and brakes.

  Business response

  03/28/2022

  We have spoke to ********************. We explained multiple times that he has a legal contract the only he can cancel. That is nothing our service department can do. We offered the information to our finance department multiple times so he may cancel his contract. He refused to take the info and was very belligerent on the phone and no longer wanted assistance.  

  Customer response

  03/29/2022

  I do not accept this response, this is casting blame on me for entrusting a service company to maintenance my vehicle after spending thousands of extra dollars. I was screamed at by ******************* and ***** (service director). Nate flared his arms at me stating he didnt have time to fix my vehicle. I never received any information regarding cancelling my warranty. Please detail the email and fwd your previous info sent regarding cancelling my warranty, if any. there is none. I requested my brakes be fixed over a month ago and this company refuses to repair my vehicle when Ive spent money on a warranty for servicing. ***** told me he would not help me he refused on the phone. I request my warranty be cancelled and fully refunded. I also request this company fix my brakes and pay all expenses associated with the repair or provide me funds to get my brakes fixed at another shop, as it was their mishap that they put the wrong parts on my vehicle and had me waiting 2 and a half hours just for their employee to try and attack me. I will accept nothing less than stated previous. If this company refuses to comply with my request,  I authorize BBB fully to file my complaint publicly. Furthermore, I will report Auto Nation Honda to the *************************** for predatory lending practices and false advertising. This is a warranty scam. You can not sell a client a platinum warranty for $3500 added on to a credit obligation and refuse to provide the client service and repair the vehicle. The warranty may be handled by sales but it was the service departments obligation and duty to service my vehicle as promised. We have a written legal contract outlining the service I am entitled to and the standard in which this service should be provided. Basic service, such as a simple oil change was not even provided for appt set 6 months prior as they didnt have it available. This practice is both illegal and unethical. Please resolve.

  Business response

  03/31/2022

  We have spoke to ********************. We offered the information to our finance department multiple times so he may cancel his contract. He refused to take the info and was very belligerent on the phone and no longer wanted assistance.  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 we took our Honda in for a free recall. We also requested they have a look at the compressor. We left the dealership with thousands in damages due to mechanic negligence. When they "had a look at the compressor", they happened to accidentally lean in to the turbo and snapped it. They are refusing to take responsibility and be accountable for their mechanic's actions and we have been out of a way of transportation for months.

  Business response

  01/05/2022

  Spoke with customer and explained the turbo waist gate is not something someone can lean on and break. We performed a BCM update. Nothing to do with the turbo or anything else on the car. We connect to the vehicle under the dash on the inside of the car and perform the update. We also have to disconnect the battery, no were near the turbo. We are working with customer to resolve but are not responsible in any way for damage to vehicle.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 28 2021, traded vehicle to purchase another. I was told the vehicle came with a service plan and a tire warranty. I could further opt for a vehicle protection plan. I put down $2000.00 cash and my 2012 Honda civic (trade in of $6000.00). informed the dealership I was relocating to Alabama and may need the extra coverage for the vehicle, I was told that they were cancelable as well.We left to our home in Arizona City to prepare for our move. Was then called to dealership; they had found me a better financing deal, we also noticed my $2000 down was not added to the contract ( that was added), we signed the new agreement and left.As we traveled to Alabama we had issues with our 2015 Infiniti Qx60 (purchased vehicle). Could not find any repair shop or dealership that would accept our extended warranty coverage. Called ******* dealership (***************************) and confirmed that the warranty and dealership care protection and tire and wheel protection were all cancelable and he would begin the process. I paid to get the QX60 repaired myself (cooloing fan assembly). ******* asked for a picture of the odometer (which I supplied).Contacted ******* again in mid November about the refund of the warranty purchases ($6,647.00): Early December called *******,not available,transfered to others: messages no calls. Mid December called dealership asked for dealership manager, busy, left info...no call! I'm afraid a time limit will negate refund.

  Business response

  01/07/2022

  Customer was sent cancellation form. When it is received back we can process the cancelation.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IN SEPTEMBER I GOT A CAR FROM AUTO NATION THE *** B4 THANKSGIVING THE ***** BLEW UP I NEED HELP

  Business response

  12/03/2021

  Customer will need to dispute it directly thru Experian. They will not allow the business to drop it.

  Customer response

  12/03/2021

  I work I. Automotive. I have Receipts of this car misfiring the dashboard not working and other things the warranty that I declineTakes about 30 days to even take into affect not to mention that all these warranty companies wont even warranty on the motor under those conditions so its not a warranty issue this was just a faulty car issue Im not asking for anything except for return of the car and get something else that I can pay for of the same value or to go halves with me Im purchasing a new used motor for it I dont believe thats asking for too much

• Initial Complaint

  10/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to AutoNation on Oct 25th to look at a Jeep, which we did not purchase. The Sales Person, *************************, was GREAT. He showed us the Jeep, we discussed it and thought about it, and my wife wanted to look at other cars. *** showed us many cars, and my wife wanted a CR-V, as she had had one years ago. So we purchased it. We get to finance, and things go down hill. They will not take NO for an answer on a Protection Pan, they wear you down...they told us they got us a lower interest rate. The original monthly payment for the car was $236. The lower payment was $227. They kept asking what would we pay for the protection. The finance manager said you were going to pay $236 is that OK. Thinking it was only $9 more my wife said yes. But it is $39.96 more a month. They never told what the new lower payment was going to be. Now our 2 year plan is costing me another $2398. Both my wife and I have called to cancel it, but no one has returned our calls. I wrote a complaint on ********* This was the response...Response from the owner 3 days ago Hello, we regret to hear that you had a negative experience with us, but would appreciate the chance to turn your experience around. We strive to maintain excellent business relations at our dealership. Please call our General Manager at ************** to discuss ways we can work towards resolving this issue to your satisfaction. We look forward to hearing from you soon.I called the GM...he was NOT helpful, non-committal, say the reason for them not calling back was that both finance managers were off the two same days, but that he would "walk over my name and that they would call." That was 3 days ago, and still no call. So, I guess that is the service you get after you buy a vehicle. Sorry, I do not think I will be purchasing one again from AutoNation Honda...

  Business response

  11/08/2021

  ****
  
  ******* did the paperwork for cancellation on the 4th of this month, and it is in process with SSC.
  
  Ali

  Customer response

  11/08/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩