Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint - Unacceptable Service Delay - 2017 Chevrolet Volt On February 22, 2024, my 2017 Chevrolet Volt unexpectedly ceased operation while I was driving to work on the freeway at approximately 6:00 AM. This incident posed a significant safety risk. The vehicle was subsequently towed to the dealership for immediate diagnosis and repair.Throughout the week of February 22nd, I have consistently attempted to obtain updates on the status of my vehicle by contacting the sales representative, ****. Each time, I received the same response: "The service department has not yet been able to look at your car."Today, February 28, 2024, I was informed that the earliest the service department will be able to examine my vehicle is March 4, 2024. This represents an unacceptable delay of 11 days.The dealership's website advertises "fast service." The reality of my experience has been the complete opposite. To have a vehicle sit for 11 days without even a preliminary diagnosis is wholly unacceptable, especially considering the safety implications of the vehicle's sudden failure.The justification provided for this delay, namely that the dealership only employs one service technician, is not an acceptable excuse. This staffing deficiency should not be borne by your customers who rely on your advertised service commitments.I am extremely dissatisfied with the following:Excessive Delay: The 11-day delay in even examining my vehicle is unreasonable and demonstrates a lack of respect for my time and safety.Misrepresentation of Service Capabilities: The advertised "fast service" is demonstrably false.Lack of Communication: While I received responses, they were consistently uninformative and failed to provide any concrete timeline.Inadequate Staffing: The dealership's staffing issues have resulted in a severe service bottleneck.I request the following immediate actions:

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** the finance Manager is a *****. I purchased a vehicle here and she sold me on a windshield protection and tire protection plan for an extra "$60.00" added onto my payment which I agreed to purchase. Turns out these protection plans added $10,000 extra onto my loan amount which she never informed me about. She stated these plans could be canceled at anytime. Now that I call in to cancel she's stating they aren't refundable when she said otherwise. Shady business practices. They have money on their mind instead of customer satisfaction. I wouldn't purchase another vehicle here.

  Business Response

  Date: 08/07/2024

  I've spoken with ******* and I am working on trying to get an exception from the warranty companies to cancel his coverages and refund him.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I had owned my Chevrolet Bolt EUV for 18 months, the drain tube from the air conditioning condenser became clogged. This is a common problem with this model, and Chevrolet acknowledges that it is caused by a design flaw and is covered by my three-year, bumper-to-bumper warranty. I have spoken to other owners of this model who have experienced the same problem, and they confirmed that the dealers treated this as a warranty issue and performed the repair without cost to the owners.When I dropped the car off with *************************** at AutoNation Chevrolet Valencia this morning, I explained that that was a common warranty issue. He told me a technician would examine my car and evaluate the situation. He did not provide me with a quote or any other paperwork, and I did not authorize any service that would cost me money.I called **************** a few hours later, and he told me that service had been performed. He falsely claimed that, because foreign debris was allegedly found in the condenser drain tube, this was not covered by my warranty. I explained again that this was a known design issue and that Chevrolet acknowledged that it was covered by the warranty. He refused to accept that, and told me I had to pay the $200.I needed my car immediately, and **************** was unwilling to discuss the matter further, so I picked up my car and paid the money. However, I hereby demand that AutoNation Chevrolet Valencia acknowledge that this issue was caused by an known design flaw and is covered by my warranty, and that they refund my money immediately.

  Business Response

  Date: 06/28/2024

  ******* advised the customer at write up and provided an estimate that the repair may be due to clogged drain tube. **** was not accepting of the possibility but auth us to continue.  **** was also advised that he was due for a cabin filter replacement but would jot accept that it would be time to replace it becaus the vehicle only has 15k miles. ******* confirmed the issue and cleared the clog. During inspection we found the filter dirty and advised replacement accordingly. 
  
  He was advised of an estimate at write up and given additional estimate to replace the cabin filter. 
  
  Regardless of his complaint not being valid we will refund the amount paid.
  
  

  Customer Answer

  Date: 07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I reject the business's conclusion that my complaint is not valid for the reasons stated in my original complaint description, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon purchasing a new vehicle at autonation ****** you will encounter an individual selling you warranties and extras. One of these is a tire warranty. This guy is a scammer. He has a nice tire in his office with a nail it it and smiles and tells you all u have to do is back over something large enough to cause tire damage and bring it in they replace them no questions asked. Not only is this false but its shady business practice and they allow it. Hes been doing it for years. I would guess this branch sells hundreds of thousands of dollars a year in bs tire warranties to consumers and honors none of it. Ive tried. I want my money back. All of it. ****************** is decent but sales side is as crooked as they come. And no im not new ive purchased 6 cars from them. Only stupid enough to buy that policy once and it was enough. Thanks guys

  Business Response

  Date: 07/01/2024

  I called *********** and left a voicemail to see if I can assist with getting a claim paid. We process several claims for these types of services and are willing to assist him if he was denied on one. 

  Customer Answer

  Date: 07/02/2024

  hello

  i did receive your voicemail. Unfortunately your signal service was bad cutting off who u are at beginning and upon calling number it was only to main call center. You offered no solution or direct call back info so i was unable to contact. Further more ive tried acquiring my service records for nearly 2 weeks and been told your system is down? 
  feel free to reply here. Id like a complete refund of this tire policy if thats acceptable a check works fine
  Complaint: 21907168
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/06/2024

  Unfortunately, we will not issue a refund on this contract as we assist customers whenever a claim is rejected. You may be able to cancel the product for a prorated amount if the term has not expired by calling ************. I believe you should have received your service records by now but if not please let us know so that we can provide them again.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21907168
  
  I am rejecting this response because:

  all they did was message me privately trying to find an out. Im sorry, ****, my service records are in regards to resale. Not this bogus tire warranty. BE ADVISED, Autonation Chevrolet will not address this issue being a fraudulent salesman. I dont care about your refund. I care about accountability and you sir have proven there is none
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2024

  No further comments

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesman told me that he will be able to adjust the interest owe within a year on my account and all I would be responsible will be the true about owe. When I Autonation Chevrolet in Valencia, they said that he no longer work for the company and they could not do anything about that.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/15) */ Finance manager may have informed customer that they may be able refinance their loan at a later date with their own financial institution. We do not offer refinancing here at the dealership.