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:12/22/2024

  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.

  AutoNation ****** committed auto fraud. AutoNation which has over **************************** deceptive and fraudulent practices. AutoNation ****** sold me a used car with 3MM inner and outer brake pads and warped rotors. In addition, none of the safety features were operable, blind spots, parking sensors, automatic breaking etc. All of the pre safe functions were limited. There was not one but two safety recalls which I was never informed of. The seat also did not work from a bad motor or sensor. On top of all that, they deposited and cashed my check on December 17, 2024 after returning the vehicle to them on December 17, 2024. Shady business. Unsafe conditions were forced upon my wife and I. We were scared for our lives because the vehicle needed $10,000 dollars worth of repairs, $9271.08 were immediate concerns. The sales manager deserves to be fired and dealership shut down for committing fraud. Tal Gru refused to give us our check back and stole our money. Now the company is ignoring our credit union for retrieval of funds. $26486.38.

  Business Response

  Date: 12/26/2024

  This complaint is a duplicate of complaint # 22710245 from the same customer. The management team arranged the return of the vehicle and sent the customer their check. 

  Thank you. 

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you ***** ******
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/20/2024

  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.

  I input an offer to sell my car to Auto Nation *** and they called me to ask questions about my car. I listed all details and was made a so called certified offer that was good for 7 days and they booked me an appointment to have the car inspected and purchased by them the next day. Original call was July 19, 2024. Appointment was scheduled with ***** at 2:00pm on July 20, 2024. Once arriving at the dealer location I was informed ***** was not there. Another representative took care of me and soon after the manager came out and offered me far less than the certified offer that was good for 7 days. The car was not inspected by the shop. I have a picture of the certified offer that states they have the right to modify or cancel the offer if the vehicle presented does not meet the conditions noted over the phone. The vehicle presented did meet the description provided which is also on the certified offer. The vehicle was not physically inspected to change the price or offer. I believe this was fraud to lure myself into the dealership, wasting my time, so they could intentionally not honor the offer presented. I have messages from AutoNation employees stating the car had a value of $20,000 yesterday when they made the offer of $11,108 with a 7 day, 500 mile certification. The very next day they told me the car was worth $8700 and they would pay me $8500 to sell. Not honoring the 7 day, 500 mile window established.

  Business Response

  Date: 07/26/2024

  Thank you for bringing this concern to our attention. The management team has contacted the customer to assist with honoring the offer as requested by the customer. 

  Thank you. 

  Customer Answer

  Date: 07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/18/2024

  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.

  I am writing to express my extreme dissatisfaction with the service I received during my recent appointment at your dealership. I scheduled an appointment two weeks ago for an oil change, alignment, tire rotation, and the 30,000-mile check over. However, the experience that followed was far from satisfactory. Firstly, despite dropping off my vehicle before opening hours, there was no progress on the requested services by 3 pm, except for the initial inspection. I had specifically requested updates via your Dodge AutoNation app, opting for both a phone call and a text message from my service technician. Regrettably, I did not receive any communication until I personally called the office several hours later to inquire about the status of my vehicle. To my surprise, the app falsely indicated that all work had been completed. Upon finally speaking with my service technician at 2 pm, I was informed that my vehicle would not be ready for pickup as expected. When I expressed my frustration at the delay, I was disheartened to hear that scheduled appointments are not prioritized over walk-ins. I emphasized that I had booked my appointment well in advance, yet my concerns were met with insufficient explanations. Subsequently, I requested to speak with a manager and was connected to ****. While **** was apologetic for the inconvenience caused, his proposed resolution was inadequate. He mentioned the idea of providing a loaner car in a perfect scenario, but admitted that none were available. As a result, I was left to arrange my own transportation home and back to work, totaling over 90 miles round trip. The lack of communication and the failure to fulfill basic expectations are utterly unacceptable. ****** offer of a 10% refund does not begin to compensate for the time I spent making phone calls and arranging alternative transportation. Frankly, I would have gladly paid an additional 10% to ensure a smoother and timelier service experience.

  Business Response

  Date: 06/24/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience. The management team has attempted to contact the customer to discuss their concerns further with no reply. They also provided a discount for the cost of repairs. 

  Thank you. 

• Initial Complaint

  Date:04/24/2024

  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.

  I purchased a vehicle from AutoNation in line tree Colorado and they failed to make sure the vehicle was in compliance with safety standards. I was given a 5 day or 250 miles money back and when I found the discrepancies in the vehicle at day 3 they stated that they would fix the issues with the vehicles to 100% satisfaction which they have failed to do. Out of 12 items that were wrong with the vehicle they only acted on two. The manager explained to me that I would be fine taking the vehicle back and that they would fix it and they failed to do so. This will end up causing me over 4K dollars out of pocket.

  Business Response

  Date: 04/25/2024

  Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint?

  Thank you.

  Customer Answer

  Date: 04/25/2024

  AutoNation at lone tree stated that they would fix all issues with the used vehicle purchased on 17 April 2024 or I could return it back to the company. They failed to fix the issues and I was unable to return the vehicle and get my money back as stated. 

• Initial Complaint

  Date:12/31/2023

  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.

  My wife had an oil, ************** done on her vehicle on 10/23/2023. She also needed to have a cover repaired on the windshield. Throughout the day my wife tried getting updates from the technician about the progress but got no reply. Finally, around 1:00pm in the afternoon she got a response about the vehicle being done and went to the shop. My wife was not advised that her warranty had expired on 9/23/2023 prior to the service being done. Also, the work done for the windshield was a charge of $75 to use super glue with an explanation of "Reattached humidity sensor cover 'as best as can.' A clip is missing off of the aftermarket glass that secures it completely. I got 'three of the four' tabs to lock in and feels 'fairly tight.' If will not stay on the only way to repair is to replace aftermarket glass as mount is part of the glass." Attached is the original email my wife sent to the service manager and the technician regarding the work done. My wife attempted to contact the technician during the service but no she did not receive any responses until she went to get her vehicle. On 12/27/2023 I took my truck in for service but also wanted to talk with the service manager and technician my wife sent the email to. We were told the recipients of the email were no longer employed. According to the new service manager, ************************************** the individuals were released around the same time my wife sent the email to them. We provided the new manager the email; however, she was more dismissive of the situation stating my wife already signed. We said we would not do business with their dealership again, to which the manager stated, "that is your choice". The manager was unwilling to correct or resolve the issue, especially since we were informed the individuals who performed the service are no longer employed by the dealership.

  Business Response

  Date: 01/05/2024

  Thank you for bringing this concern to our attention. The customer has spoken with the General Manager directly to come to an agreement where a refund will be provided to the customer. 

  Thank you. 

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/16/2023

  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.

  I started car buying process around October 6th. Submitted tons of documents, sign 3-4 agreements. October 26th comes around and they arrange for me to go pickup my vehicle and drive it home. Flew in, finalized paperwork, left with the car happy. November 8th my car gets stolen (NNOT their fault), but when i called in to get help and inquire about GPS i was offered NO help and the finance guy basically begging me to finish some MORE paperwork after the sale was done for weeks.I called corporate to complain and have been talking with *******. I went to jail because when i reported my car stolen the paperwork was NOT enough for police and NO paperwork was finalized by autonation. They gave me a car and are trying to clean up their mess.Poor communication and their OBVIOUSLY avoiding the situation because i just keep getting "yes i understand and yes we'll do that for you." from autonation & corporate manager *******. I don't even have a way to PAY for the car because of their sloppiness.At this point i want a resolution ending in autonation taking care of the loan and me fully owning a stolen car that will probably be damaged or destroyed by the time its recovered and the finance manager learning to NOT let a vehicle go until ALL paperwork is done and approved as well as understanding the importance of a stolen car. Because of autonation terrible actions the bank and police could not activate GPS and yes their is GPS on it. Because of autonation i went to jail (charges will be dropped im sure), Instead of mentioning ANYTHING of helping the customer recover the stolen car i was basically begged to finish more paperwork.The police **** here in Colorado Springs started investigating the finance manager and his numbers are registered as scam numbers and commonly used. I kid you not, this is the level of professionalism autonation offers. Simple, no paperwork is done at all nothing finalized with the bank but Autonation LIED and told me it was, then gave me a car

  Business Response

  Date: 11/21/2023

  Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint?

• Initial Complaint

  Date:11/13/2023

  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.

  Purchased a used vehicle from autonation Buick GMC west. Part of reconditioning they installed new ball joints on the truck. To replace the ball joints the brake calipers, hubs, wheel, and steering knuckle must be replaced. I was then provided a 150 point safety inspection saying this truck passes and is good to go. I drove the truck for 2 weeks before towing a large trailer through the mountains and my brake caliper bracket bolts came loose and bolts fell out. I then found that the front wheel was loose. Drove it for another 2-3 weeks and found that my front wheel hubs have failed due to the technician that replaced the ball joints failing to torque to spec. *** contacted the dealership to have them look at the vehicle and all they have done is drive the truck and say yes the front of the truck is making noise. No managers including the general manager ********************* has given any apology or worked with me in anyway to make this technicians mistake right. I have been ignored for weeks and finally responded to after leaving a bad review. These managers do no care about the end users safety, their 150 point safety inspection means nothing, and now I am stuck fixing their mistake. This is not right. Im in the automotive business and know whats right and wrong and know when I am in the wrong as a mechanic. Auto nation Buick GMC west of golden Colorado has nothing to say to me about these major safety issues caused by there mechanic.

  Business Response

  Date: 11/17/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:10/27/2023

  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.

  Dealing with AutoNation has been the worst experience we have ever been through. They made it seem the reason other people did not want to buy the Jeep (at such a great deal) was due to not being qualified. The truth is the **** was faulty and within 2 months it completely died while driving and then one week later it died while on the 4th floor of a parking garage. When we called the dealership letting them know what was going on and it needing to be fixed, they were very rude on the phone and hung up on us when we asked to talk to a supervisor. The first time the service department looked at it they said they ran a full diagnostics and everything was good and they cleaned the connectors. The second time we had it to tow it to them, they said we had to pay for another diagnostics and it came back stating we would then have to pay over $2700 to get it fixed. We also asked the dealership about the warranty on the car and having 90 days to bring the car back and they stated we bough 'As Is' and there was nothing they could do. I requested them to send me the original document that we signed for the 'As Is' and the original window sticker, and they refused and referred us to a page on the contract that said nothing about the "As Is' status. The ONLY good thing was the service department did waive the diagnostics fee as it was the second one that was done in a two week period. I would never buy here again and we have told everyone we know not to come here. I will be going to corporate as this is not ok.

  Business Response

  Date: 11/07/2023

  Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint?

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20790425
  
  There are actually two of your dealerships that were involved:

  **Dealership that sold jeep: AutoNation ************* (****** was the sales person). This is the same dealership that hung up on us when we first called letting them know what was happening with the jeep and also stated it was our fault for buying a 2007.

  ***Dealership we took it two twice for "diagnostics": AutoNation Dodge Ram Colorado Springs. They lied and said they did a diagnostics and cleaned the ground connectors the first time. When it happened the second time a week later, the connectors still had rust and build up which tells us they never cleaned the connectors. 

  Sincerely,
  

  *************************** and *************************** (name on sales contract)

  Business Response

  Date: 11/15/2023

  Thank you for providing us with that additional information. We will need additional time to provide an update regarding this matter as this complaint is currently under investigation. 

  Thank you. 

  Customer Answer

  Date: 01/25/2024

  -Why you are rejecting the business' response
  
  It has been over 2 months I have not received one message from this business. Their last comment only stated they needed more time to investigate.
  
  -Mention any additional concerns you would like the business to address
  
  I just want them to take this seriously and remedy the situation.
  
  -Restate your desired resolution
  
  I would need to see my original submission to complete this step.
  
  -If applicable, please send me any documents that support your rebuttal statement
  
  I do not have any additional documents to provide.

  Business Response

  Date: 01/29/2024

  Thank you for bringing this concern to our attention. The customer purchased an As-Is vehicle that passed AutoNation's multi-point inspection. The customer was also offered multiple options for extended warranties that were declined. The issues that presented two months after purchase were not present at the time of purchase. In an attempt to assist the customer, the diagnostic fee was waived. We would be happy to complete the necessary repairs, however, it would be at the cost of the customer. 

  Thank you. 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 20790425
  
  I am rejecting this response because they are taking no action to remedy the terrible sales tactics and terrible customer service with all of this happening. To offer to fix the jeep at our own expense is ridiculous and not a remedy.  We will have to take this up higher due their inability to take this seriously and basically writing us off.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/28/2023

  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.

  In the strongest possible terms, I suggest that people avoid doing business with the service ***** of this organization. Some months ago, a purchased a new **** Ram truck here. Sale was normal enough with the usual pressure to purchase a bunch of extra that you don't want or need. On 4 separate occasions I have scheduled work on or compliance with a safety recall that they could not do. One occasion I dropped off truck only to be called an hour later telling me they ordered the wrong parts and couldn't do anything. Twice arrived to have a recall done that they had no parts to complete. On both occasions they had contacted me to make the appointment. Several weeks ago, I was called by the service department to tell me that the required part was in and had my name on it and I made a service appointment with that person. Once again, I cleared my schedule, killing another day to get the work completed. At 6 PM the night before the appointment I received a text that appointment cancelled due to no parts. What happened to the reserved part? Lots of phone calls requesting a call back from service manager, crickets. The very next day I get a call from someone there wanting to immediately reschedule me for something that they have no parts for. Marketing to waste your time when they have no system or care in place to actually provide the actual service. I'm not new to owning and servicing cars and trucks but this is hands down, consistently the worst operation I have ever seen. If you make an appointment with them figure on having your time wasted and not getting the job done. Do business somewhere else.

  Business Response

  Date: 10/04/2023

  Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint?

   

• Initial Complaint

  Date:09/18/2023

  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.

  When I first showed up to test drive the Vehicle I brought to the sales men attention that the door lock is punched out and half the ignition is missing. I was told by that sales person (***************************) that they haven't yet done the full inspection on the vehicle and that everything I brought up to them and any issues that they are required by law to fix WILL be fixed. They also claim that the truck "was" leaking oil and that they "fixed" and replaced the valve cover gasket which is why it was leaking oil. From the moment I picked up the truck it's been leaking oil (which is coming from lower on the motor than the valve cover which in this motor doesn't even have to be on to run the truck so the oil leak from there is false) which leads me to believe they didn't even do an inspection. I'd also like to add I own two other vehicles with the same motor so I KNOW how this motor works and runs. They sold me a vehicle which can be stolen without a key in a matter of a minute. We are going on 6 almost 7 weeks and they still haven't done anything to resolve the problem. I now I have a vehicle that can be stolen in a matter of a minute and leaks oil everywhere. I also have the "inspection report" of what they allegedly looked over. Every time I call and talk with someone they claim they are going to fix it and have the General manager call and I never hear anything back

  Business Response

  Date: 09/25/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you.