ComplaintsforAutoNation, Inc.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When bought car 3/14/23 new *** x3 purchase gap ins $1000.00 and this year had car accident per Auto nation gap said dealer canceled my gap no addressing where who sent cancelation $$ not only nobody notified me of this or me signing anything to cancel my gap. Feel Dealer is a scam had issues since purchase vehicle and now find out gap was cancel due to an accident I recently had 7/9/24 my car was declared total loss. When called they said dealer cancel my gap on 10/23/23 without notifying me!!! I called dealership giving me run around spoke to a **** *** no resolution ask GM to call me so called ***** ***** no where to be found this happened last year as well when sales offer Items on car that where not included . Another issue wanted to point out not giving paperwork to clients to review just ipad not a good way to process serious purchase my surprise charging other ad on's of warranties dealer was a scam will never buy a car at that dealership again. I review per **** *** on funds release to my finance $1000.00 not showing need to let know people this dealer ship is a terrible scam want my $$ and want them to pay my deficiency balance ins did not pay full loan.

  Business response

  09/09/2024

  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. 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  End of July took my tundra in for a squealing belt, was told belt was worn so had it replaced.About a week or so later , whenever I started the vehicle for the first time during the day, squealed again. Notified Autonation and setup an appointment, they could not duplicate the issue, instead informed me that i may need a belt tensioner...here lies the issue. Had some second thoughts about having the truck brought back to them..awhile back my low tire indicator light started going on and was told it was nothing more than a sensor needing adjustment, have had previous problems with their techs before...after hearing the same problem with the belts assumed that they had incorrectly installed the belts. The person I was speaking to said the issue could not be duplicated..I was then told i would need a belt tensioner, why was this not checked in the first place..I wasted 2-1/2 hours in a waiting room to be told that the fix would cost $300+after spending money already on the initial fix..Was offered $50 off to have the work performed....this was an insult, since it was not resolved or looked at during initial service My wife and I have been diehard ****** owners for years believing your products and service were the best (afterall we own a tundra, highlander and a ******* until recently when ****** has become a money pit. In todays economy there is little to no cash on hand, (especially at the beginning of the month, where it is all about mortgage and bills) my wife and I both have to work and do not just have extra cash lying ********* a consumer, I for one, do not want to have a band aid put on a problem...especially one that should have been addressed on original visit. I turned down the service request because I feel this was unjust and overpriced for service that I should have been informed of initially.Autonation of *************** has some serious issues , and do not believe youe sales rep/service ************** resolved the issue ******* ******* ************

  Business response

  09/09/2024

  Thank you for bringing this concern to our attention. The original belt replacement addressed the customer's concern of a squealing noise. As the repair fixed the issue, and no other noises or issues were present at the time of pickup, other repairs were not known. 

  Thank you. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 2000 for a vehicle protection plan and did not receive this as I called the 800 number provided and was told my vehicle information was not in the system

  Business response

  09/05/2024

  Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership from which the warranty was purchased and the vehicle's VIN #?

  Thank you. 

  Customer response

  09/05/2024

  Name of dealership is Auto Nation ************************* address ******************************************

  Vin: 3c4pdcabxLT262037

  PUTCHASE DATE 08/25/2023

  Customer response

  09/10/2024

  Attached is the address of the dealership and the vehicle  VIN # AS REQUESTED 

  Customer response

  09/20/2024

   
  Complaint: 22219025
  
  I am rejecting this response because I am providing the requested information see below
  Name of dealership is Auto Nation ****** gulf freeway address ******************************************
  Vin: 3c4pdcabxLT262037
  PUTCHASE DATE 08/25/2023
  Sincerely,
  
  ****** *******

  Business response

  09/25/2024

  Our Shared Services Center confirmed that the customer's warranty is active. Please see the attached screenshot of their warranty status. 

  Thank you. 

  Business response

  09/25/2024

  Please see the attached screenshot of the customer's active warranty. 

  Thank you. 

  Customer response

  09/25/2024

   
  Complaint: 22219025
  
  I am rejecting this response because: the attached does not include Any contact information address or phone where I should call when I need warranty service On top of the phone number listed as my phone number is a completely different phone number PLEASE PROVIDE THE WARRANTY CARRIER NAME ADDRESS EMAIL AND PHONE NUMBER AS WELL AS CORRECT MY PHONE NUMBER TO ************
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against AutoNation's House of Imports regarding a 2024 Mercedes EQS SUV purchase on 08/25/2024. I paid $115,000+ tax for the vehicle, which was promised to be fully functional. However, upon delivery, it had warning lights, and despite assurances from my salesperson, *** ***********, the issues persisted. The General Manager, *****************, was unresponsive and dismissive when I sought resolution, further exacerbated by the dealership shattering the windshield and taking back my rental car without consent. Efforts to resolve the matter with ********** were unsuccessful, and his unprofessional behavior has left me with additional costs, inconvenience, and dissatisfaction. I seek an apology, compensation for my expenses, and assurance of improved customer service practices.

  Business response

  09/05/2024

  Thank you for bringing this concern to our attention. The customer has spoken with the General Manager and will be refunded their down payment as quickly as possible. 

  Thank you. 

  Customer response

  09/05/2024

  I dont see the reponse letter from autonation

  Customer response

  09/05/2024

   
  Complaint: 22211935
  
  I am rejecting this response because: What about my missing personal belongings ? My **** fees the bad customer service . THis is unacceptable.

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

  Business response

  09/11/2024

  Initially, the General Sales Manager, a member of the management team, contacted the customer to discuss their concerns. Then, the General Manager called to apologize for not contacting him directly and in a timely manner. The customer advised that he would be returning the loaner before ending the call. After the loaner was returned, it was checked for personal belongings, and then inspected again since the customer's inquiry; however, no items were found. 

  Thank you. 

  Customer response

  09/11/2024

   
  Complaint: 22211935
  
  I am rejecting this response because: ny belongings are missing still and the **** ride. The ** had my loaner taken away before I released it. I expect to be reimbursed for my belongings and the **** ride.
  
  Sincerely,
  
  *****************************

  Customer response

  09/11/2024

   
  Complaint: 22211935
  
  I am rejecting this response because: ny belongings are missing still and the **** ride. The ** had my loaner taken away before I released it. I expect to be reimbursed for my belongings and the **** ride.
  
  Sincerely,
  
  *****************************

  Customer response

  09/11/2024

  I want to state that the car was not returned it was illegally taken from me with my possessions in it. My AirPod pros have been stolen by your staff. I also am requesting a refund of my **** ride home. This is a final attempt to collect a reimbursement for these items before I have it escalated to another means.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding AutoNation ***** in ***************** In the spring of 2023, I purchased a vehicle from this dealership, and at the time of purchase, I was sold both a maintenance plan and an extended service plan.On June 29, 2024, I visited the dealership to request the cancellation of both plans. I spoke with Finance Manager ******** *******, who processed the cancellation of the extended service plan, and I received confirmation that the associated refund was sent to my lienholder. However, the cancellation of the maintenance plan, which is provided through *************************, has not been processed correctly.After not receiving any confirmation, I returned to the dealership on August 13, 2024, and once again spoke with Mr. ******** He assured me via email that the cancellation was still being processed on their end. Despite this assurance, when I contacted ************** Protection on August 21, 2024, I was informed that the maintenance plan had indeed been canceled, but not until July 29, 2024one month after my initial request. ******* also confirmed that they mailed a refund check for $1892.17 to AutoNation on August 2, 2024.On August 27, 2024, I visited the dealership for the third time to follow up on this matter. Unfortunately, the finance manager informed me that they could not find any records related to the maintenance plan or whether the check from ************************* had been received. Furthermore, I was told that there is no internal contact within AutoNation who could confirm the receipt of the check. The process number for this issue is *********I am seeking assistance in resolving this issue. I would like AutoNation to confirm that they have received the refund check from Veritas Global Protection, ensure that the check is being processed, and forward the funds to my lien holder in a timely manner.

  Business response

  09/06/2024

  Thank you for bringing this concern to our attention. Please see the attached copy of the customer's refund check issued to the lienholder on August 16, 2-24. Please allow 7-14 business days for the lender to receive and they will complete the process in their system, then apply it to the customers loan to reduce the payoff amount.

  Thank you. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive bought several cars from Autonation and typically have great experiences but after this, theyll never get another dime from me, my family, or the dozens of people per year Ive referred to them. Purchased a car from *** of ************* on 4/7/22. Car was stolen on 7/16/24 and declared a total loss, insurance settled claim in under one week, gap is ready to settle claim and pay their end of it, extended warranty said they are also ready to confirm cancellation of the contract and settle claim, but none of that can be settled & closed until AUTONATION CANCELS THE WARRANTIES AND PREPAID SERVICE CONTRACT. Ive been calling for weeks, gotten nowhere but 2 steps backwards, and Im stuck paying $800 a month on a car I no longer have because of something as simple as Autonation answering the phone and directing me to somebody who can cancel the contracts and settle my claim. Ive emailed several departments, chatted with online customer care, and NOTHING. Its heinous that this is the one thing preventing this from being settled so I can move on with my life and get into a new vehicle which will absolutely not be from Autonation.

  Business response

  08/29/2024

  Thank you for bringing this concern to our attention. A member of the ***************************** is in contact with the customer to assist with their cancellation. 

  Thank you. 

  Customer response

  08/29/2024

   
  Complaint: 22198782
  
  I am rejecting this response because: nobody has contacted me. I repeat, I am not in communication with this business and have not received any correspondence from Autonation. My service contracts are yet to be cancelled. 
  
  Sincerely,
  
  ***********************

  Business response

  08/30/2024

  The customer responded to the Customer Relations email advising they will provide the required information so we may assist with their cancellation. 

  Thank you. 

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2024, $360, no response no commitment from the business. AutoNation *************** Miami Lakes broke my oil tank and they refuse to pay me back the cost of repairing it elsewhere. the supervisor ******* , I addressed the issue to her, this is was her response, **************** the wax sealant on the oil tank was a precaution procedure that we do take to make sure the oil tank is well sealed. I said well I need my oil changed and no one would touch my car because of that seal so can you change my oil, she said, of course we can.oil change cost almost $100. so I did the oil change there and I I believe tire rotation which brought my whole bill to $143.60, i was asked If I want to have wax sealant back on the oil tank. I stated if thats a precaution procedure that you guys do of course no problem. They change my oil. I took my car and I left Later on I had a recall from Acura and I took my car in be taken care of at Acura of Pembroke Pines regarding the recall , after they perform a total diagnostic I received the call from Acura of Pembroke Pines from my advisor **** he stated that the oil tank has been stripped, which wasnt a part from the recall services required, And for them to finish the work on my car they need that fixed which was a cost out of pocket because it wasnt a part of the recall. I went later to confront ******* the supervisor from ************** was all the paperwork I have. She took a copy from me told me well talk to the director of the branch and reach out to me. That was three weeks ago. Still didnt hear back from her. also, I contacted corporate office of AutoNation still didnt hear back from them

  Customer response

  08/25/2024

  This is the picture I received from AutoNation ************** *********** after they changed my oil

  Business response

  08/29/2024

  Thank you for bringing this concern to our attention. The management team has contacted the customer to provide them with a copy of their refund check and ***** tracking number. 

  Thank you. 

  Customer response

  09/09/2024

   
  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

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 8/19/2022 Amount Financed: $64, 605. 03 AutoNation ***************** committed fraud The business has not fixed nor helped in this situation

  Business response

  08/30/2024

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

  Thank you. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2023 Nissan Rogue from Auto ********** in ***** in June 2023 and financed the vehicle through ************** I then refinanced the same vehicle with Navy Fed. It took over two weeks to reach someone who could talk to me about obtaining my GAP refund. I finally got in touch with a representative named Kenya, who explained that I needed to print and return a document for the Autoway product cancellation, which I signed and sent back on June 17, 2024. On June 27, ***** apologized for the delay and informed me that my form had been received and that processing would *********** to 8 weeks.Since then, I've called multiple times to check on the status of my approximately $800 refund, but each call involves over an hour of waiting. In the past week alone, I've been told twice to contact ******************************** only to be informed by them that they are not responsible for issuing the refund. This situation is extremely frustrating and makes me feel as though my money is being withheld without justification. Its unacceptable for a business to operate this way, especially given the current economic climate.

  Customer response

  08/27/2024

  On Thursday Aug 22nd 2024 I attempted to reach out to the cancellation team again to inquire on the status of my refund. I was advised by ***** that she would escalate my issue and have a resolution within 48 hours and a check be manually cut for me. I was unable to call Monday to inquire on if they truly mailed the check, as they had over an hour wait time. I called in today and the service team told me they didnt have any idea of what I was talking about and refer back to NMAC. I then asked for a supervisor whos name is ********. I was told again by ********************* would issue the check or it would be taken off my refinanced amount. Which is not true as I have already had that avenue of discussion with NMAC and ***** whos email is attached. This ******** supervisor is supposed to have someone reach out within 72 hours to have a resolution as a check was not issued to me yet. I hope you guys can help with a resolution as I feel like they are holding my refund hostage! 

  
  please see attached email from *****.

  Customer response

  08/27/2024

  On Thursday Aug 22nd 2024 I attempted to reach out to the cancellation team again to inquire on the status of my refund. I was advised by ***** that she would escalate my issue and have a resolution within 48 hours and a check be manually cut for me. I was unable to call Monday to inquire on if they truly mailed the check, as they had over an hour wait time. I called in today and the service team told me they didnt have any idea of what I was talking about and refer back to NMAC. I then asked for a supervisor whos name is ********. I was told again by ********************* would issue the check or it would be taken off my refinanced amount. Which is not true as I have already had that avenue of discussion with NMAC and ***** whos email is attached. This ******** supervisor is supposed to have someone reach out within 72 hours to have a resolution as a check was not issued to me yet. I hope you guys can help with a resolution as I feel like they are holding my refund hostage! 

  
  please see attached email from *****.

  Business response

  08/30/2024

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

  Thank you. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to talk to GM ********************* at AutoNation on ****************************** ***** to speak on a Warranty extension that the manufacturer released on the 3.6 Pentastar engine for the Left cylinder head issue which my dad and I have been fighting to get repaired for over 4 years with the dealer which the service manager will not honor and ********************* would not do it either he said we could take over the business elsewhere, my dad has a 2011 Dodge Journey with the 3.6 Pentastar engine in it that he got from the same location when it was ************************* JDR which had way better customer service in the sales and service department and was willing to get a fair agreement and such but not ********************* of AutoNation The dealer service department charges a whole lot more compared to competitors which all get the *** parts from the same place since all Dodge dealers get the part from Dodge themselves reason why I bring this up because of repairs done previously I took the invoice to another dealer and showed them what Autonation JDR in ********** charged us they went wow that is more that what we charge and were do the exact same work

  Business response

  08/27/2024

  Thank you for bringing this concern to our attention. Unfortunately, the customer is not the owner of the vehicle. As per policy, we ask that the vehicle owner contact the dealership with their concerns so the management team may assist them. 

  Thank you. 

  Customer response

  09/09/2024

   
  Complaint: 22174116
  
  I am rejecting this response because: I am acting on behalf of the owner of the vehicle it being my dad I know all the history of the vehicle and he asked me to help take care of it.
  
  Sincerely,
  
  ***********************************

  Business response

  09/10/2024

  We understand the customer is acting on behalf of the owner of the vehicle. To further assist, can they please provide us with a power of attorney at their earliest convenience?

  Thank you. 

*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. ↩