ComplaintsforAutoNation Chevrolet Coral Gables

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB,I am trying to contact the owner or manager of AutoNation Chevrolet Coral Gables without success. Here is my concern:My 83-year-old father brought his vehicle to the dealership due to a check engine light and was charged $1,800 for a PCV valve change. Despite paying in full, the issue remains unresolved.Details:1. **First Visit**: My father left his car for a week to address the check engine light. Upon picking it up, he paid $1,800 for the repair.2. **Initial Drive**: Immediately after driving off, the check engine light turned on again. He returned, and **** called a mechanic to review the issue.3. **Second Attempt**: After supposedly resolving it, he left again, but the light came back on within a few blocks.4. **Third Visit**: Returning a third time, he was told to bring the car back on Monday.It is unacceptable that my father was allowed to leave the dealership twice with an unresolved issue after paying a substantial amount. This reflects poorly on your service and raises concerns about the treatment of elderly customers.I demand immediate action:1. A complete and free diagnostic of my father's vehicle.2. No charge for the correction of the check engine light issue this fourth time.3. Assurance that such oversight and potential exploitation will not occur again.4. A loaner car or a voucher to rent a car while my father's vehicle is being fixed.Failure to address this matter promptly will leave us with no choice but to escalate the issue through legal channels and consumer protection agencies. Please treat this matter with urgency. My father deserves respectful and competent service, and I would appreciate a prompt response.Sincerely, ***********************

  Business response

  07/29/2024

  Good afternoon,

  **************** vehicle came in on 7/22/24 for a check engine light and an oil change. Our technician found the *** o****** was clogged with sludge and had to be replaced. The engine restoration service was recommended but was declined by customer. When the customer drove off  6/27/24, vehicle came back on due to the sludge getting back into the o****** and causing the p1101 code. We are going to take care of the engine restoration service and drive the vehicle afterwards 15 miles to confirm repairs. The customer will not incur any additional costs.

  Customer response

  08/02/2024

   
  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

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a 2022 ********** outlander on Feb 7 2024 for a cost of $31,146.44. At the time of purchase my sales representative (*************************) and sales manager (***********************) provided and invoice in order to provide me 2 head rest units my vehicle was missing at the time of purchase. After 2 weeks of the transaction I started getting in touch in order to follow up about the missing headrest and an active safety recall on my vehicle. After being told I just shipped, it arrived, it should be there in a few days. After 6 weeks from the time of purchase not Osmedy or ***** will answer the phone or provide any information about the missing headrest.

  Business response

  03/19/2024

  Good afternoon,

  We previously placed an order for the headrests as customer requested, but they never arrived. Today we placed a replacement order and contacted the customer to make sure they are aware of the status. The sales associate, Sales Manager and myself will stay in contact with customer until headrests arrive and are installed on the vehicle.

  Customer response

  03/19/2024

   
  Complaint: 21454164
  
  I am rejecting this response because:

  It has been 6 weeks since I purchased the vehicle. I have contacted the sales representative several times during this time to  follow up on this matter. I was given false information (he said he received them and he dispatched them my way)

  Today after placing this complaint the sales representative finally gave me a call back and said he personally would placed a new order.  However, he did not provide me a tracking number neither provided a valid justification for the false information given before. 
  

  The trust I had initially that the dealer would actually provided the missing headrest in a timely manner has been lost. Not even a manager contacted me to apologize for the inconvenience and make sure to arrange a timely solution. 
  From my point of view I still have the same issue as I have no guarantees the delay and avoiding taking my calls would not happen again. 
  

  I would greatly appreciate if I could be provided an order number with tracking that verifies the missing headrest have been ordered and are coming my way or simply provide me with a check for the cost of the headrest and I can order them myself. 
  
  Sincerely,
  
  *********************************

  Business response

  03/20/2024

  Good afternoon. The order for the headrests have been placed, it will take about 2 weeks for us to receive them. Once they arrive we will ship them to you and provide the tracking number you are requesting. We sincerely apologize for any inconvenience and will do our best to get these items to you as soon as possible. Thank you.

  Customer response

  04/02/2024

  Today after 2 weeks from my initial complaint with BBB I contacted the sales person (*************************)  once again to see if they could provide an ETA or tracking number to the headrest set they owe me as part of the 2022 Outlander sold on 2/7/24. The dealer once again has failed to fulfill their promise and have not provided any new information such as a tracking number or order number or a delivery of the missing headrest. 
  It has been 8 weeks, 57 days that I have patiently been waiting on Autonation Coral Gables to deliver on the promise of providing the missing headrest. If the dealer is not willing to fulfill the promise I would like to get a refund for $600 as they cost approximately $300 each that way I can order them myself and put and end to a very frustrating situation. 

  Customer response

  04/04/2024

  I have checked with the Autonation sales agent again this week and they still have not provided me a tracking number or a date when I would get my head rest. 
  Can you please re open my complaint?
  I tried to reject their answer as they still have not provided me with anything but the case was already closed. 

  Business response

  05/03/2024

  Good afternoon,

  We have confirmed that the Sales Associate, *************************, has been in touch with ****************** on many occasions and has confirmed that we placed the order for the headrests, however, they are on back order and the estimated delivery date is 06/11/2024. We are ordering this directly from ********** and it's an original part. ****************** has been given an update at all times as requested.

  Customer response

  05/06/2024

   
  Complaint: 21454164
  
  I am rejecting this response because:
  It has been over 3 months since I purchased this vehicle we are way past a timely manner, Autonation has been neglecting the promise or providing this headrest units putting my family in danger of a serious injury in case of an accident where missing headrest can drastically worsen potential injuries.
  I addition, the missing head rest units are readily available from other vendors. 
  I have tried to be open to other resolutions you could return me $1000 and I will order them personally. 
  We can also undo the transaction I return your vehicle and you return 100% of my hard earned money. 
  
  Sincerely,
  
  *********************************

  Business response

  05/17/2024

  Good afternoon. Once again we apologize for the delay in receiving the headrests. We ordered them directly from the manufacturer, but if you find elsewhere and forward us your receipt, we will gladly refund you the price of the item. A refund for the full purchase price is not possible since the purchase was done over 3 months ago, and AutoNation has a 5 day money back guarantee. Thank you.

  Customer response

  05/29/2024

   
  Complaint: 21454164
  
  I am rejecting this response because:
  Autonation failed to deliver this headrest on time and this action endangered me and my family. 
  I offered to order this headrest myself after the first 4 weeks of delay, your response then was to ignore me.
  Since this matter has consumed several hours of my time reaching out to BBB and researching other options to solve this issue and to make sure I get a response from Autonation in addition to exposing me and my family to greater risk of injury if involved in a car accident. I demand you to compensate my time or return my money.
   
  As a disabled veteran I have to work very hard to earn my money to allow a business take advantage of me and my family.
  You can also pay me reasonable interest if you may think is more fair on the $31,146.44 I paid for the vehicle on Feb 7 2024.
  As of today May 29 2024 it has been 113 days since I purchase this vehicle.     
  I paid in full and never fail my part of the deal, on the other hand Autonation has failed to deliver their end of the transaction up to this date.
  
  

  Sincerely,
  
  *********************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hope this email finds you well.I wanted to bring to your attention the difficulty that I have been experiencing with my current vehicle, with the hopes that you could assist me in resolving this matter as quickly as possible. I have a 2020 ***** Blazer and around August 2023 I started to have mechanical/electrical problems. On 09/26/2023, I dropped off the vehicle and was informed that it would take approximately 4 days to diagnose the vehicle, order the parts, and complete the installation. The following week, I called the associate and asked for an ETA, I was then informed that the diagnostic was completed on 10/05/2023, and the vehicle needed the following replaced: Converter and two (2) S Modules. However, all the parts were on backorder and there was no ETA. I asked about obtaining a rental and was instructed to go through my insurance even though I have an extended warranty. Unsurprisingly, the insurance did not cover the rental because the mechanical/electrical problems were not caused by an accident. Then, they finally agreed to open a claim through the extended warranty department. I was told that there was a maximum of 10 days allowed for the rental, but that the parts would arrive before then. First, we were only approved for three (3) days. After the 3rd day, we had to call several times and speak to several people until we finally got extended for seven (7) more days. After the 10th day, we were told one S Module was still in backorder and there was no ETA. We then had to return the rental because they refused to extend it any further and stated we would have to pay out-of-pocket. It is now 12/01/2023, you must understand the great hardship that this is causing me as I have had to cut my work hours in half because I do not have a way to get to and from work. I must depend on other people who are willing and able to take me to work. When I have no one to take me to work, I have to call out. We all have bills to pay and with the current economy, one cannot afford to miss days at work.No one that I have spoken to at the Chevrolet Auto Nation located in Coral Gables, ******* has cared about the inconvenience that all of this is causing me. I must constantly reach out to get an update on the vehicle. The employees there have been nothing short of rude and disrespectful. There hasn't been any sort of customer service or even any empathy given. They treat customers like we are an inconvenience to them.

  Business response

  12/06/2023

  Good afternoon,

  We have been in contact with the customer to find a solution to their concern. The part that is needed for the repair is on backorder, we reached out to Chevrolet and there is no ETA on arrival. We will try to provide a loaner or rental vehicle until the repair is completed.

  Customer response

  12/07/2023

   
  Complaint: 20943237
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  12/08/2023

  After going over this case, we have found GM will not cover a loaner or rental. The reason is because the customer has run out of factory bumper to bumper warranty. None of the components to complete the repair are covered by remaining powertrain warranty. Unfortunately, the customer has exhausted their rental thru their extended warranty. Customers car insurance or extended warranty will not offer any more days of rental. My plan is to reach out to GM to expedite the parts on order. Thank you.

  Customer response

  12/14/2023

   
  Complaint: 20943237
  
  I am rejecting this response because:

  The miscommunication between the dealership, GM, and us is honestly comical at this point. No one can provide a cohesive response. First, the dealership says the part is nowhere to be found, GM says the part has been shipped, now we get told the part is still back ordered. We have spoken to multiple managers and all we are given is the run around. They said it could take a week, it could take another 4 months. My vehicle has been there 4 months already and there is still no resolution. I went to the dealership personally and spoke to two different managers who were going to see what they could do and two days later, I am still waiting for a callback. I call the dealership directly and coincidentally everyone is always in a meeting. The only way to get in contact with someone is to go there in person and waste more of my time. I want this resolved immediately. I am not waiting any longer. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 10th, 2023 I left my car for an oil change and for them to check intermittent noise coming presumably from the rear or bed of the vehicle only while going over a bump.On November 11th, 2023 ************ (AutoNation Advisor) left me a voice message asking if I was still interested in selling my Silverado which I thought to be awkward because I never said I wanted to sell my vehicle Nov 14th,2023 spoke to ************ and I was told the Silverado the oil had not yet been changed and that sometimes they heard the noise and sometimes they did not hear it.***************** said that he wanted to keep the car in order for the mechanic to take a better l look at it. Nov 16th, 2023 I called the Autonation and I was unable to reach ******************I called back and spoke to the operator and requested to talk to the service ***** manager,I was transferred but he (********************************* Ext ****)did not pick up.I called back and I told the operator to let ***************** know that I was picking up my car on that day after work.***************** called me back and said there was no driver available to pick me up from home at 5pm to bring me back to Autonation but that he would deliver the car early the next day because of the inconvenience.Nov 17th, 2023 (Friday)I was at work and ***************** dropped the car off at my residency much later than the 1st thing in the morning. My husband was not happy with his tardiness because it delayed my husband's thanksgiving trip. My husband did not sign any documents in regards to receiving the car or in regards to what was fixed in our vehicle (we received no email either).Actually when I left my car under their care I signed docs electronically and I was never provided with a paper copy of it or an e-mail as I had requested. On Friday, when I got home the Silverado was parked in our carport.Nov 18th,2023 (Saturday) the Silverado remained parked in the carport.Nov 19th, 2023 (Sunday) the Silverado remained parked in the carport. Late evening I spent time making laundry by the carport where the Silverado is parked ... only then, I realized the car's bed had dozens of scratches and that there was a footprint with a dent by the driver's door step.Nov 20th, 2023 (Monday) I called Autonation and I left a detailed message in ************************************* Mailbox ext **** explaining that the Autonation had kept my car for a week and that my car's bed had dozens of scratches and that Autonation was responsible for the damage and that they had to fix it. After leaving ********************************* a voice message, I called right back ... spoke to the operator and asked to talk to the manager again and at this time I spoke to *********************************. I told him that I was trying to leave work on time and that I had just left him a detailed message about my car being damaged while under AutoNation's care. He said he would listen to the message and call me back. I have not heard from him or any Autonation representative as of today. Nov 24th, **** (Thanksgiving Day) I drove/ moved the car from our carport to the front of our house. I realized that the Silverado now makes worse noises (?coming from the rear/ bed of the vehicle) while driving forward and when backing up. I have not driven the Silverado except to move to the front of my house and back to my carport while I wait for Autonation's phone call. I am devastated because I know someone in Autonation used my vehicle to transport some heavy stuff which explains the scratches, the footprint and the dent and the noises. Please note that I take such good care of my vehicles, it is a matter of fact ... I am driving my **** GMC Envoy( a car I have had for almost 20 years) while my Silverado sits in my carport waiting for Autonation to take responsibility for its employees careless actions.Autonation ruined my Thanksgiving and my Black Friday ... instead of buying my son his Christmas gifts, I spent time reliving this horrendous experience by trying to describe in details what has happened to me. As I am writing this complaint I remember that when I bought my Silverado from Autonation in ************** they sold me a damaged car VIN: *****************. There was a huge indentation in the vehicle's left side bed area ... lucky, my husband spotted the damage before we left the dealership's parking lot. The indentation could not have been missed by their crew during the final inspection at the dealership (the day I purchase the truck, it was raining a lot and I saw the car briefly) yet they were going to sell me the car just like that. At that time, **************' manager brought his crew in the lobby and he was reprimanding his e mployees right in front of the customers. Also I was introduced to the your dealership through the National Benefits Program and the dealer's fee should had been waived. I like to have my money back.**************************************************************** My Silverado will be sitting in my carport because I do not trust the vehicle anymore after you guys ruined it, I want a detailed explanation of what you did to my truck ... meanwhile I rather drive my **** GMC Envoy because I feel safer I bought every single vehicle protection plan except for one ... and I will be paying you guys $ ******** and you treat this customer here like c*** I am a VA nurse and I work very hard taking care of our veterans for the past 25 years to be able to pay monthly over $800.00 for the *********** am disgusted with your company and the Silverado Autonation has do to better than that and I expect your guys to be professionals for the amount of money I am paying you

  Business response

  12/06/2023

  Thank you for bringing this concern to our attention. The customer brought their vehicle in for an oil change and what they described as a metal noise when turning. The service department then performed an oil change along with the required repairs, after which a test drive was performed to confirm the noise was gone. As a courtesy, the management team offered to deliver the vehicle to the customer whose husband received the vehicle in their absence. Upon delivery, the customer's husband performed an assessment of the vehicle to ensure the vehicle was in good condition. He gave his approval, but the customer called three days later voicing their concerns and requested the security footage be reviewed to explain the scratches. After reviewing the footage, it was determined that the vehicle did not experience any damage at the dealership. However, as a courtesy the management team would like to offer the customer bring their vehicle in to be detailed at their earliest convenience. 

  Thank you. 

  Customer response

  12/11/2023

   
  Complaint: 20930533
  
  I am rejecting this response because 
  1) Scratches and the driver's side dent is still pending to be fixed. ********************* was notified via e-mail that I work Monday-Friday 7:30 am to 4pm ... and that I get home around 5pm.  The dealership needs to make arrangements to accommodate my schedule ... preferably I like to have the car fixed on Saturday during daylight hours when the scratches will be more visible... 
   Please note that I have paid an extra $700.00 for dent repair insurance when I bought the Silverado  

  
  2) AutoNation Corporation Representative needs to call me becauseI have called AutoNation Corporation twice informing them of the despicable service they have provided me with  ... and I have not heard from them

  
  3) I want copies of all the docs I signed on Nov 10th ... On November 10th, 2023 when I dropped off my car at Coral Gables AutoNation, I signed several documents electronically using an IPad and I requested to have those docs sent to me via e-mail. I have not received all those docs
  I talked to the Coral Gables AutoNation's service manager on the phone and requested that the Nov 10th docs be sent to me via e-mail... the manager sent me only ONE doc. dated Nov 10th  ... interestingly,  the Service manager claims they only have that 1 document dated Nov 10th which isn't true. I signed several pages of docs and I have the right to have all the docs I signed.
  I also called and requested the same docs from ************, the advisor who signed the docs electronically but he told me that management was handling my case.

   Sincerely,

  
  *******************************

  Business response

  12/12/2023

  Good afternoon. We have reached out to customer ************************* to schedule the vehicle repair, and ****** advised that she will get back to us when she is available. We offered any day of the week and again ****** could not pick a date or time. We will be ready to assist as soon as the customer is ready.

*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. ↩