Complaints

This profile includes complaints for AutoNation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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AutoNation, Inc. has 25 locations, listed below.

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  AutoNation, Inc.

  200 SW 1st Ave Fort Lauderdale, FL 33301-1875

• 

  AutoNation, Inc.

  4250 N State Road 7 Coral Springs, FL 33073-3803

• 

  AutoNation, Inc.

  16800 NW 57th Ave Hialeah, FL 33015-4328

• 

  AutoNation, Inc.

  5925 NW 167th St Miami Lakes, FL 33015-4310

• 

  AutoNation, Inc.

  200 SW 1st Ave Fl 14 Fort Lauderdale, FL 33301-2074

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:06/27/2022

  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 took my car for service under my warranty to auto nation Dodge Ram on pines blvd , I took my car because the break light, abs light and other lights were on , the determined after more than 3 weeks of having my car in their garage that it was the *** module, and that they need to order , that was last year November ***************************************************************** They charge the extended warranty I had but they never solve my car issues.. every time I call or I go to see whats going on they just give me excuses and attitude

  Business Response

  Date: 07/01/2022

  Thank you for bringing this concern to our attention. 

  We have been in contact with ********************** to apologize for the inconvenience and frustration he has been experiencing with his 2016 Dodge Journey. 

  The ABS module was ordered at the time of his last visit but is still on backorder currently.

  The customer was informed of the steps taken and set the expectation moving forward that we will be having ******* follow up with him as we receive more information. We also informed the customer that his extended warranty was not charged for the pending repair.

   

  Thank you,

• Initial Complaint

  Date:06/22/2022

  Type:Order 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.

  This was the worst car buying experience I had! The salesman lied to me to get me to trade in my car . It had a high value and I was supposed to receive a check for **** dollars when I left and I walked out empty handed! 3weeks later and still getting lies and the run around about my funds. Called corporate and no one responded back! I would never recommend this store location! The salesman ***** is a liar, they dont even attempt to keep their word and make excuses for everything! I want my check!!!

  Business Response

  Date: 06/27/2022

  Thank you for bringing this to our attention. 

  We were waiting for the title from the customer's bank in order for a check to be issued. 

  We have confirmed that this was completed and the customer was able to pick up the check.

  Thank you.

• Initial Complaint

  Date:06/21/2022

  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.

  I have been attempting to get a bold of someone from AutonationCorporations for the past month. I have called them and messaged them multiple times. Each time they said someone should reach out within ***** hours but I have never received a phone call. I have had to call them with no response. I called them last week with no response yet. This is in regard to one of their franchise's.

  Business Response

  Date: 06/22/2022

  Thank you for bringing this to our attention. 

   

  To better assist the customer, can ****************** please provide the nature of his concern and the dealership he is referencing?

   

  Thank you,

  Customer Answer

  Date: 06/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by Autonation ****

  The name of the business is ****** Autonation ********, **. 

  I DO NOT want to be contacted by ****** Autonation ********.

  When I have called Autonation **** I told them specifically I did not want to talk to ****** Autonation ******** but wanted to talk to Autonation **** Autonation *** kept sending my request to ****** Autonation ********. 

  I would like to talk to someone from Autonation **** regarding the continues issues and the dishonest way they have treated myself and wife. The most current issue is my vehicle going out of alignment and ruining 2 tires. I don't not believe they actually did an alignment on my vehicle.

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

  Business Response

  Date: 06/30/2022

  Good morning

   

  Thank you for bringing this to our attention. 

  This customer lives and ******************** his car in Winchester about an hour from here. He only came to us one time when he had an issue with the finish on his wheels. The customer's dealer told him it would not be covered and we got 2 of his wheels replaced. We apologized to him and got him on his way.

  About 6 months later he came back again because his dealer could not get the other 2 wheels replaced and we again got them covered under warranty. The finish on one of the wheels didnt match and he was very angry with us, we got another wheel for him and got him on his way.

  We performed an alignment no cost to the customer because of the long wait. This was done on 3/15/2021, miles were ****** and he has never been back here since.
  
  The customer's alignment was done properly, however it doesnt take much to get the alignment knocked out again. If that happened between then and now we might have noticed it on subsequent visits based on tire wear but he doesnt service here. Our Service Manager ***** called him two times and he hung up on him.

   

  Thank you.

  Customer Answer

  Date: 07/05/2022

   
  Complaint: 17454676
  

  To Whom it May ********************** am rejecting this response because:

  First, I live in *******************, ** and bought our vehicle in **********, **. We used to service our vehicle at ****** Autonation because it was convenient due to us being in ******** more often than Winchester. 

  This all began on January 20, 2021 when I had a flat tire and took my vehicle to Autonation. They replaced my tire to my satisfaction. At that point I informed them that all 4 of my wheels were peeling. They looked at them and stated they thought it was brake dust. After I insisted the finish was peeling they agreed with me and said they coule only replace the 2 of the 4 that were peeling the worst. Autonation informed me that if the wheels continued to peel that they could be replaced. When the new wheels were put on, they were a darker finish than the original wheels. Six months later on I took my vehicle to Winchester ****** to get the other 2 wheels replaced since they were peeling badly. They informed me that since Autonation made the original claim they could not process my claim and that I would need to go back to Autonation to get them replaced. Initially when I had contacted Autonation about this they would not replace my wheels, so I had to call ****** corporate and log a complaint. Autonation then agreed to replace my wheels. When I went to replace my 2 peeling wheels they had my vehicle for over 2 hours, and when they had brought it out the new wheels where a chrome color compared to the dark colored ones they had initially replaced. So i had 2 separate color wheels on my vehicle. I then had to talk to the ** of Autonation. He kept saying they were the same color. This went on for about 20 minutes until he had someone bring out a spare wheel they had. He placed the wheel next to my other wheels it was clearly a different color and the ** admitted to it and agreed to replace the other 2 older wheels with the matching ones. He informed me that the batch of wheels that had originally been placed on my Highlander when it was new had been reported to have an issue with peeling.

  Regarding the alignment. On March 3, 2021, my 6 month pregnant wife and 2 year old went to Autonation to get my vehicle's scheduled service/oil change. They kept my wife there for two and a half hours before calling her up to the service desk. They informed her that my vehicle needed an alignment and would not release the vehicle to her unless she paid to have it aligned. I believe the amount was $198. She attempted to talk to them but they would not listen. So my pregnant wife calls me crying saying they would not give her the vehicle unless we paid for an alignment. I had her put me on the phone with the service representative. He said since my vehicle needed an alignment he was not going to release my vehicle because it was not safe to drive. I went back and forth with the representative for over 20 minutes before he admitted that the alignment was actually just a recommendation by the technician and was not required. I then told him to get my wife her vehicle. 

  The next day my family and I left on vacation down to *******. When we were about 2 hours away from home, I looked ** in the windshield and saw the maintenance schedule sticker had not been replaced. A few moments later my check engine light came on. With all the events that had just transpired the day prior I believe they never changed the oil or conducted any maintenance on my vehicle. So I called Autonation to speak with a manager and I did talk to the service manager who did agree to have my oil changed and after I explained how my wife was treated he agreed to give us an alignment. After driving almost ***** miles over my oil change mileage, I brought my vehicle back to Autonation on March 15, 2021 where again they took over 2 hours. Also, not a single person ever apologized to myself or my wife regarding their terrible customer service. Based on that terrible experience I never wanted to go back but I had to to get my wheels replaced when they arrived. 

  Side note when I took my vehicle to the dealer that we purchased our vehicle from, I asked then to check to see if Autonation actually claimed the maintenance my vehicle to which they reported Autonation had not claimed the oil change for neither of the alleged two oil changes.

  My vehicle is a 2019 ****** Highlander Platinum trim level. I do not believe that my car even after I keep up with its schedule maintenances went out of alignment ****** miles after it was "aligned" by Autonation. Another point is Autonation never gave me an alignment sheet nor does the alignment reflect ** my ****** online maintenance system. I also live in an area with roads in really good conditions. I do not belive Autonation did an alignment to my vehicle. 

  I never hung up on *****. I told him I did not want to talk to him as I was trying to get ahold of Autonation **** to log a complaint against them. 

  Dealing with Autonation has truely been a nightmare situation and very costly for me in both money, time, and emotional strain on my family. Their customer service and management is terrible.

  I would like Autonation to make this right and reimburse me for the cost of the new tires and alignment which totaled $1,008.96.

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

  Business Response

  Date: 07/08/2022

  
  We sincerely apologize for any inconvenience you may have experienced due to the concerns with tires and alignment.
  
  
  We have provided exceptional customer service to the customer. 
  
  We were able to get the claim approved through ****** to replace 2/4 wheels for the customer. (We are not the customer's usual servicing dealer). Only 2 were approved because the other 2 had life. Later on, we were able to get the other 2 wheels approved. 4/4 wheels are approved at this point.
  
  The 4 wheels didn't match and we were able to get replacements that matched. 
  
  The customer stated that he has had excessive wear and tear on the tires due to a possibility of no alignment- which it doesn't take much for the car to be knocked out of alignment. We provided the customer with the Alignment sheet as proof that the alignment was completed. 
  
  We performed the alignment at no cost to the customer because of the long wait. This was done on 3/15/2021, miles were ****** and he has never been back here since.
  
  We have addressed the customer's concerns and completed all work needed at the time of service. 
  
  Although the customer does not agree with this outcome, the company maintains its position.
  
  We are requesting this complaint be closed. 
  
  Thank you.

• Initial Complaint

  Date:06/20/2022

  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 brand new vehicle on, February 25, 2022. The new vehicle needed to be towed on June 17, 2022 to the service department. As of today, June 20, 2022, I have not been told what is wrong with the vehicle and no one is calling back or there is no rental being offered.I need a vehicle and they are just ignoring me.

  Business Response

  Date: 06/22/2022

  Good morning,

  Thank you for bringing this to our attention.

  To be of better assistance to the customer, can we have the name of the dealership the customer is referencing?

  Thank you.

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17449758
  
  I am rejecting this response because:  Autonation Chevrolet Coral Gables - *************************************; Coral Gables, ** 33134
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/27/2022

  Thank you for bringing this to our attention. 

  We have been in communication with ******************** wife from the vehicle has been in service until the date of pick up 6/21.

  The vehicle is currently back in our shop for a different concern and the customer was provided a rental. *****, our service advisor has been in contact this time around with *************************

  Thank you.

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17449758
  
  I am rejecting this response because:  The vehicle is still currently in service and as of today, Friday, July 1, 2022, we have NOT been advised on what if any repair will happen.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/08/2022

  Good afternoon, 

  
  The vehicle was completed and picked up 7/5/22. The customer was advised that we had to order a fuse block and that we were waiting for the part to arrive to complete the repair. Part was ordered 7/1/22 and arrived 7/5/22, vehicle was completed the same day.

   

  Thank you,

• Initial Complaint

  Date:06/19/2022

  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.

  I took my vehicle to Auto Nation ****** ***** for repairs on 04/12/2022. I was given an estimate and I agreed to proceed with the service. When they called me to pick up my vehicle, they charged me for parts and labor that were not delivered, the work was not completed. I was told by their Service Director **************** that I had to pay in full because I accepted the estimate and parts were going to be ordered. Two weeks later I had not heard from Auto Nation ****** so I made several attempts to try and find out what was the status of the pending items. I finally managed to make an appointment to bring my vehicle back to their service center on 04/29/2022. The service person tried to charge me again but I explained that I had already paid for the parts that were pending and showed them my paid invoice. By the end of the day on 04/29/2022 got a call saying that the work was done. When I arrived to Auto Nation ****** to pick up my vehicle I realized that no work had been done. I left the Auto Nation ****** service center knowing that no work had been done. The following day I requested a refund again but the Service Director denied the refund. I requested a chargeback from my credit card but within three days the response was that Auto Nation ****** had a signed invoice and the charges were legitimate. At this point I have spoken to Service Director **************** in three occasions but to no avail. I am claiming $722.69 worth of parts and labor that were never delivered. The repairs made to my vehicle were defective and I was left with the burden of mechanical issues that were not fixed as promised.

  Business Response

  Date: 06/23/2022

  Thank you for bringing this to our attention. 

  We have issued a refund to the customer. 

  They just have not received it yet. Thanks
  
  B ******

• Initial Complaint

  Date:06/18/2022

  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.

  Me and my wife purchased a 2014 ****** Murano from AutoNation Audi We paid $15,000 for this vehicle 4 months ago and have only put **** miles on it.The warranty offered by the dealership is 90 days/4000 miles I have taken this car to ****** and they stated this was something Audi HAD to have known about and still sold the vehicle without disclosing the issues.I am seeking a resolution to this as it is unacceptable for a $15,000 car to only last 4 months **** miles, we feel we have been sold a lemon. An acceptable outcome would be to assist with the cost of repairing the vehicle either fully or partially. The alternative would be for the dealership to take the car back and issue us a full refund.

  Business Response

  Date: 06/24/2022

  Good afternoon.

  Thank your for bringing this to our attention. 

  Although the 2014 ****** was sold as is the dealership has agreed to assist with the repair to the satisfaction of the client.

  Thank you.