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:11/22/2024

  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.

  Having problems with car and have a maintenance package. Went to ********* location where I purchased the car and was told when I purchased the car, that they would service it at the ********* location only to find out they dont have a service center in *********. When I try to schedule a service call the closest location is ***********. But the dealership when I call, sales is the only one responding saying leave a voicemail but I never get a return call. Initially I reached out at the end of October to get situation resolved and even called and emailed corporate and they decided to send me info how to cancel my plan, which I didnt request. I keep receiving emails that they dont service in ********* but cooperate say they do have one. I want to be reimbursed for the tires and oil changes that Ive had to pay out of pocket because they dont have service in ********* as they said they do when car was purchased. It was a waste of money to pay for this plan if I cant get service.

  Business Response

  Date: 12/09/2024

  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

  Date:11/20/2024

  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've brought my car to this dealership ************************************** several times. I keep bringing it because I've had to change my spark plugs 5 times in the last year. I was told the engine is the problem because ******* has a defective engine. After an oil consumption test, this dealership found that my engine was in fact the problem but they have yet to fix this issue that they would get warrantied from ******* anyway. I don't understand what the delay is nor do I understand why when the tech found it was the engine, that I still have to keep paying over $500 for spark plugs over and over again. I need this resolved IMMEDIATELY and I even reached out to ******* Corporate with no response. At this point I'm just about to file a lawsuit against everyone until a resolution is made and notify the attorney general about this as well.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. This complaint is a duplicate of complaint # ******** for the same customer. 

  Thank you. 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22581502
  
  I am rejecting this response because:

  I had a engine oil consumption test completed at this location. This location's service advisor, ********, also stated verbatim: "that they did determine it was because of engine oil consumption but that they still wouldn't be able to do it yet until the consumption test is done." I have had to spend so much money just for them to admit that this problem needs to be fixed. 

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

  Business Response

  Date: 12/02/2024

  Thank you for bringing this concern to our attention. This complaint is a duplicate of complaint # ******** for the same customer, which is being addressed. 

  
  Thank you. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22581502
  
  I am rejecting this response because: no one has reached out to me about solving this matter. I've been left in the wind as I always have been and need this immediately fixed. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/19/2024

  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.

  Purchased vehicle from Autonation Plano. When test driving car before purchase everything was fine. Bought car a week later and took it to *** Plano to get it looked at for the check engine light coming on. They listed several issues with the car that I hadnt noticed but was on the inspection check list Autonation decided not to repair before selling but said I wads wrong with car. I bought an extended warranty also that Autonation is refusing to honor and give to *** to fix the car. They also charged finance company $4000 for tires that were not installed on car either.

  Business Response

  Date: 11/21/2024

  Good afternoon sir. **** you tried to use your extended warranty claim...did you reach out to anyone at the dealership when it was declined? Im happy to investigate on your behalf why the claim was denied. Is the vehicle currently still in service at *** Plano? 

  Customer Answer

  Date: 11/27/2024

  Yes I reached out to Autonation and was not able to get in touch with a manager and was told a message would be left for someone to contact me back and nobody did. I setup the warranty account myself and was told everything was good for *** to start service on vehicle but everyone *** calls theyre told theres no active account and charge me another of storage fees. 

  Customer Answer

  Date: 11/27/2024

  Yes the car is still at *** waiting to be fixed

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22577977
  
  I am rejecting this response because:
  My car is still at *** waiting to be serviced and at *** they cant get the warranty approved by Autonation, even after Im being told the account is active. I received a contract number but when *** calls theyre told theres account doesnt exist and cant file a claim. 
  Sincerely,
  
  ******** *********

  Business Response

  Date: 12/02/2024

  Is it *** Dallas that your vehicle is being serviced at? If so, I am happy to reach out to upper management on your behalf to see if I can assist in a remedy for you!

  Customer Answer

  Date: 12/03/2024

  No, the car is at *** Plano who in return is trying to charge me storage fees and all kinds of charges because Autonation has taken so long to provide the warranty coverage. Im being told I cant have my car back until fees are paid.

  Customer Answer

  Date: 12/03/2024

  No, the car is at *** Plano who in return is trying to charge me storage fees and all kinds of charges because Autonation has taken so long to provide the warranty coverage. Im being told I cant have my car back until fees are paid.

  Customer Answer

  Date: 12/07/2024

  Yes *** still has car. And I did call multiple times. I was either hung up on or told to leave a message and someone would call back. Nobody ever called back. *** is threatening to keep my car and sell it now due to storage and other fees that Im not able to afford at the moment. Because theyve had my car so long, Ive been put on leave at my job so I cant even work to make money. 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22577977
  
  I am rejecting this response because: *** is refusing to work on vehicle until storage fees and other fees are paid in full otherwise theyre auctioning the vehicle off, all because Autonation never submitted warranty paperwork on time. This could have all been avoided. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service 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 purchased a 2024 Grand Cherokee from the ***************************** location on 11/4. Part of the agreed upon sale was to install an OEM hitch onto the vehicle. I was told the parts were ordered that evening and the item could be installed the week of 11/4 or 11/11. This has still not occurred as of 11/19 and no updates have been provided. I am getting the runaround from ***** ****, ***** (sales), and the ** ******. I continue to reach out asking for this to be scheduled to no avail. My calls are not being answered or returned from the ** and ***** has ceased return communication. In addition, during the final walk through of the vehicle after detailing, three items were notated that needed to be addressed:1. grease/grime on driver seat, left side near seat controls 2. clear protection coat peeling under hood 3. adhesive/residue on plastic portion of left side rear wheel well I was promised by ***** to receive an updated "We Owe" document that evening (11/4) which I have yet to receive. I've reached out to ***** a number of times via email asking for that document as well as when the car can be scheduled for hitch installation. There are days between responses and the responses don't answer my questions. Happy to provide email chain if needed. This entire experience has been disappointing including an almost 7 hour process to purchase the vehicle and take it home, incorrect finance paperwork that needed to be adjusted, and now to all of the above mentioned. I've also reached out to the Market President ***** ****** with no response.The lack of responsiveness and eagerness to make the situation right is disappointing and unprofessional. I'd like for the vehicle to be scheduled in one time to complete the work above and I need a courtesy vehicle while in the shop. If AutoNation is unwilling to finish the job, I expect that the sale price of the vehicle be reduced in accordance with the pricing of the repairs/upgrades, totaling $5000.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. The management team contacted the customer to arrange a service appointment to complete repairs. 

  Thank you. 

  Customer Answer

  Date: 11/29/2024

  Hello, the business did reach out the next day and I have brought my car in. However: it has now been 8 days and I have not heard anything from them....I do not want to close out this complaint until my car is returned and I can confirm the work has been completed correctly.

  Please advise on how I should respond to complaint?

  Customer Answer

  Date: 12/02/2024

  Complaint: 22577337
  
  I am rejecting this response. I went today to pick up the "completed" vehicle and while the hitch was installed, the other issues remain and need attention.
  1. the wheel well still has adhesive/markings on it
  2. the driver seat still has grease/grim on the plastic portion
  3. the clear bra was replaced and now has a bubble with a pebble/debris underneath it near the Jeep Logo on hood
  4. New damage: the door guard on the driver side back door is peeling
  
  I walked the vehicle with ****** (GM) as well as representatives of the service team to show them the issues.  I do not have the vehicle back. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  The customer's concerns were addressed and repairs were completed. The customer was sent pictures of their vehicle and notified that it is ready for pick up. 

  Thank you. 

  Customer Answer

  Date: 12/17/2024

   
  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:11/19/2024

  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 purchased a vehicle from ************* of Pompano on 09/11/2024 This vehicle cost $63542.00 Initially when I took delivery of the vehicle I noticed that the front speaker was blown on the driver door. That cost me $560 to replace. The dealer agreed to take care of half of it. Today is 11/19/2024. I have not received permanent registration for my vehicle. The dealer has provided 2 temporary tags since the date of purchase, and will not provide another one. The dealer has instructed me that I should go to my state and ask for temporary registration. I paid $800 in registration fees, and $199 for FL tag agency ELF fee. Autonation is responsible for registering this vehicle. I am now left with a car that does not have valid registration. I have been in constant contact with my sales rep ** regarding this issue and have been assured that the dealership was taking care of everything properly and registration was going to be complete. AND no matter what, the dealer would provide a temp tag if the registration was going over board because autonation is registering the vehicle. I am seeking refund for my registration fees, a check for half of the speaker, and contact from whoever is putting me through this. I paid a $995 fee to the dealer as a "service fee" and I now have no transportation. this is insane. Best solution is to take the car back, and refund all my money. Ideal solution is refund me the overages paid on the registration and the criminal amount of $995 for "dealer service fee".

  Business Response

  Date: 11/27/2024

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

  Thank you. 

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22577250
  
  I am rejecting this response because: The business has had more than 10 days to respond to this complaint without any action. I am STILL without a vehicle to drive. The dealership is telling me that my "business has been concluded"?!?!?! My car is still not registered! The business promised that they would pay for half of the speaker replacement cost back in October. I still have not seen any of that money. I got confirmation from the used car manager, sales manager, and sales person that this would be sent to me. 

  Also, The dealership has only sent $640.00 to register the vehicle for our business. The total cost of registration + temporary tag is $749 + $75.00. In my buyers order, I spent $800.00 on registration, and $199 for e-title fee for registration. The business owes me for the overages charged to me immediately. If they are unable to fulfill the contract obligations, then they can take the car back and return my money.

  The state of ******* is still waiting for the registration to begin. The monies paid by autonation to register the vehicle were UNDER the amount paid. 

  If I do not get my money for the overages and the agreed split amount for the broken speaker paid by 12/06/2024, I expect that the dealership is interested in taking this vehicle back, and returning my money. 

  The right thing to do is pay me what I am owed and pay me for the inconvenience of not having a vehicle to drive since 11/17/2024. I have come out of pocket $109(for registration fees) + $75(for a temporary tag - still not active. I only can get a temporary tag from the state of montana if the registration begins) +$535.99 for the broken speaker. 
  

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

  Business Response

  Date: 12/06/2024

  Our title clerk advised that Montana state law prohibits auto dealerships to register a vehicle. If a customer does not reside in ******* (customer resides in *******) and does not have a Montana drivers license, they are required to have a state agent complete the registration process. Because there is no sales tax collected, ******* only provides one temporary tag is issued and the monies paid by the customer is forwarded to the customer's agent in *******. The customer needs to work ************************ with their state agent, as the dealership is not involved in the registration process after the fee transfer is completed. 

  Thank you. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22577250
  
  Good to know. Thank you for providing that information. Can you please answer the following questions

  1. During this entire process, I was told everything was okay with the registration process and NO ACTION was required on my end. Today is the first I am hearing that autonation is not allowed to register a car in the state of *******. Every week I reached out to my sales person to ask about the status of the registration and he did not have any update. If it is illegal for a dealership to register a vehicle in the state of *******, why did I got charged $800 for registration, and $199 FL Etag fees? Shouldn't these monies be returned to me? I attached money that I came out of pocket for to register the car. I should not have been charged registration since it's ILLEGAL for you to do it on my behalf. 

  2. You stated that your dealership was only allowed to provide one tag. Your dealership provided 2. This claim was false. Why did the dealership provide an additional temporary tag if your dealership was not going to be able to register the vehicle?

  3. Your dealership did not send ANY original documents to the state of ******* myself, nor my agent until 11/15/2024. The vehicle was purchased on 09/11/2024. Since we are talking the law. Why did it take more that 30 days for the dealership to provide the original paperwork and title for a vehicle? Since ************* of Pompano is a registered Fl dealer, they are responsible for providing VALID registration documents to me within 30 days. Since they DID NOT, I have been without a car that can be legally driven on the road. Also, I cannot get a temporary tag to drive the vehicle in the state of ******* until I provide all the documents necessary for registration. (was not provided until 11/15/2024) To date, my agent was able to submit the registration paperwork to the state of *******, and I should be receiving a temporary plate by next week. What compensation is provided to a customer that bought a car from you, and your dealer was not able to provide the proper documents for registration for 67 days. 

  I look forward to your response. I am also still waiting for a reimbursement for a damaged speaker promised to me by the used car manager. When will that be sent? 

  
  Sincerely,
  
  Jordan

• Initial Complaint

  Date:11/15/2024

  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.

  My name is ***** ******, and I purchased a 2017 ********** Beetle on September 29, 2024 at the Autonation in *******/********. Before I could even drive the vehicle home, I began to experience mechanical issues. By the next day, it was not running. I was advised to take the car to a local repair shop. Following diagnosis by a ********** mechanic, the engine needs to be replaced.After being ignored by Autonation, I filed a complaint with the Arizona Attorney General and contacted Autonation's corporate office. I was finally contacted by "*****", a sales manager with Autonation Avondale. He stated that my purchase was being refunded, and that a check for the purchase price would be overnighted to me. He also informed me that they would be picking up the ********** from the repair shop.That was approximately three weeks ago. Not only have I not received a check, the car is also still sitting at the repair shop.I paid $18,078.74 in CASH to purchase the vehicle. The vehicle did not last one day before the engine failed. I have been without transportation since September 30th, and the lack of response has been appalling. AGAIN, I cannot get anyone to speak to me at ****** has become obvious that the dealership's response (or lack thereof) tells me that their preferred solution is to simply keep my money and leave me without a working vehicle. I will not hesitate to exercise my legal options if I continue to be ignored. Should that become necessary, I will be demanding damages, interest, and attorney fees, on top of reimbursement for the purchase.I do believe this matter can be easily resolved, but someone from Autonation needs to contact me. I have left multiple messages for the Sales Manager, General Manager, and the corporate office ,and as usual, nobody has responded. This is simply unacceptable.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. The management team has agreed to the return of the vehicle as a resolution. They have contacted the customer to provide them with the latest information regarding the arrangement of the return. 

  Thank you. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22563177
  
  I am rejecting this response because:
  

  I was promised by the Sales Manager at Autonation that my payment would be refunded to me via overnight mail, and that Autonation would arrange for pickup of the vehicle. This has not been done.

  Please remember that Autonation is a large nationwide company that routinely picks up and delivers vehicles as part of their normal business practices. While it is wonderful that they have agreed to take back the inoperable vehicle and refund the purchase price, they have done absolutely nothing to accomplish this.

  It is incredibly unfair that Autonation would sell an inoperable vehicle, keep a customers money, and do nothing to rectify the situation. It would be very simple for them to resolve this, yet they refuse to do so. Autonation's agreement means nothing without action on their part.
  

  I am considering filing a lawsuit at this point. Should that become necessary, I will be requesting legal fees, interest, and punitive damages in addition to the money owed.

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

  Business Response

  Date: 12/12/2024

  The vehicle is currently being transported back to the dealership. The deal was unwound and the customer was sent their check. We sincerely apologize for any inconvenience. 

  Thank you. 

• Initial Complaint

  Date:11/14/2024

  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 returned a vehicle 10/29 and as of 11/14 I still have yet to receive all of my money back.I have made several calls to the dealership (Autonation **** Torrance) left messages and sent emails and have gotten the runaround or no response from them.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. The customer received their check in person on Friday, November 15th.

  Thank you. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22558787
  
  I am rejecting this response because: I had to continue to call and was ignored while asking to speak to the finance department and the **. Eventually I just went back to the dealership and was told the check still wasn't ready despite it being over 14 business days. I had to insist on speaking to the ** who was at her desk despite me calling and getting her voicemail earlier that day and I was told that my check was in rejected status. I waited at the dealership until they figured something out. This was unacceptable to have to fight this hard for my OWN MONEY. When they had the car back for weeks at this point.

  Absolutely terrible customer service and experience. 
  
  Sincerely,
  
  Jala E.

  Business Response

  Date: 12/09/2024

  We sincerely apologize for the inconvenience of this matter. The details of your experience have been shared with the appropriate parties who can internally investigate your concerns further. We truly appreciate you taking the time to give us your feedback. We are always looking to improve, and your feedback enables us to do so. 

  Thank you. 

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  Jala

• Initial Complaint

  Date:11/13/2024

  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.

  To whom it may concern,I am filing this complaint regarding deceptive practices I encountered at Autonation ****************************** in relation to a brake inspection and repair on my 2007 ***** GS 350. On November 11th, I was informed by Autonation's service representatives that both my front and rear brakes were severely worn at 2mm and in urgent need of replacement to avoid potential safety risks. They quoted me a staggering $1,500 for the brake replacement.Wanting to confirm the extent of the wear, I took my vehicle to a ***** dealership, where they inspected the brakes and provided a very different report. They confirmed that my rear brakes actually had 6mm left, and the front brakes had 3mm remainingindicating no immediate need for replacement. This discrepancy left me both shocked and deeply concerned, as it suggested that Autonation might have provided misleading information to push an unnecessary repair.Additionally, Autonation had previously replaced my brakes just over a year ago, so I find it alarming and suspicious that they would already be in such supposed disrepair, according to Autonation's inspection. It feels as though Autonation ****************************** may be taking advantage of loyal customers with misleading diagnostics to boost their repair charges.I am bringing this matter to the BBB's attention in hopes of addressing these questionable practices and seeking a fair resolution. I believe this behavior warrants an investigation to prevent other customers from experiencing similar issues.Thank you for your attention to this matter.

  Business Response

  Date: 11/22/2024

  Thank you for bringing this concern to our attention. The management spoke with the customer regarding their concerns and agreed to have the vehicle's brakes reinspected. However, the customer elected to have the work performed at a ***** dealership. 

  Thank you. 

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22553652
  
  
  Heres a revised version of your response to the Better Business Bureau (BBB). It maintains a professional tone while clearly addressing the concerns:
  
  I am rejecting this response for the following reasons:

  
  1. Out-of-pocket expense: I had to pay $200 to ***** for an independent inspection to verify the accuracy of the information provided by the dealership.
  

  2. Brake replacement timeline: The dealership replaced both the front and rear brakes approximately a year ago, and I have not driven heavily on the front brakes since then. The claim that they were critically worn is inconsistent with their replacement history and my driving patterns.

  
  3. Lack of accountability: I expected action to be taken against the employee or management responsible for providing false information. Had I not verified the dealership's claims, I would have taken their word and unnecessarily replaced the brakes prematurely.

  
  4. Customer loyalty disregarded: As a loyal customer, I expected the dealership to demonstrate accountability. At a minimum, I expected the front brakes to be replaced at no cost given their recent replacement and the misinformation provided. Instead, the dealership provided misleading information, claiming that both the front and rear brakes were in critical condition, urging me to replace them immediately.

  
  This situation has occurred repeatedly, leading me to expect a higher standard of service, some form of compensation, and corrective action to prevent such incidents in the future. 

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

  Business Response

  Date: 12/06/2024

  Repairs were completed by a ***** dealership after diagnostics indicated that the vehicle's brakes needed to be replaced. The replacement occurred one year and ****** miles after repairs were completed by AutoNation. The length of time and mileage indicate that the brakes required replacement after typical wear and tear of driving the vehicle. Unfortunately, we cannot assist the customer further as repair costs stemming from typically wear and tear are the responsibility of the customer. 

  Thank you. 

• Initial Complaint

  Date:11/12/2024

  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.

  We purchased a brand new 2024 XT5 from AN in *************** in September, paid cash. Immediately we noticed shuddering and shifting issues and took the car back. They claimed it was due to low transmission fluid from a prior recall (snap ring replaced) and topped fluid off. This was not disclosed prior to purchase. Service said to drive it for 500 miles then come back if it was still doing it, saying the fluids needed to work through the transmission. It is still shuddering, and lurches at times, even on down shift. Took it back after the 500 miles, service claims there is nothing wrong and has given us the runaround for almost a week, ignoring our attempts to get info. Never trust this dealer. There are numerous documented cases of transmission problems for this car but ** wont do anything about it. If they cant fix the car we dont want it.

  Business Response

  Date: 11/13/2024

  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 as there are multiple *************** locations?

  Thank you. 

  Customer Answer

  Date: 11/25/2024

  The dealership is AutoNation (AN) at ******************************************************************.

• Initial Complaint

  Date:11/11/2024

  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.

  9/24/24- Contacted ****** ***** at *** of Fremont on a 2024 **** Q7. He knew I would need to fly out to purchase so I asked for thorough inspection. He text, "Mint condition. Not a single scratch, no curb rash." & another verbal confirmation of, Pristine condition. 9/28/24- Booked a flight from ONT to ************. Pulling up I immediately noticed a 2ft scratch on the driver rear door & more scratches on the passenger front door. The interior was filthy, stains on doors/ceiling. The true condition was not disclosed & I wouldn't have flown out for this transaction. SM, *****, said he would fix the paint & detail the car once I arrived home. I ended up purchasing. I began my 390-mile drive home. After only 44.5 miles, the check engine light came on. Code (P0068) indicating the ****************** position signals did not correspond. The dealership was now closed & if I drove home I would void the AutoNation warranty of 250 miles. I was stranded and had to book a hotel stay.9/29/24- Stopped at nearby **** Dealership and spoke with a Master Technician. Told me this code had been on for a while & *** of Fremont erased the code before sale. ****'s do a system check about every 50 miles, which correlated with the distance from the dealer. He said if I drove home it may have left me stranded. Back at *** of ******* I spoke again with Asefi. The service **** was closed & they couldn't fix the vehicle until the following week. I was told I could return the vehicle for a full refund and receive a reimbursement for all travel expenses I incurred. The finance **** told me to put a hold on the checks I wrote, which **** charged me for. With no car, I had to book a flight home at my expense with the word of management that I would be refunded of all expenses. This dealership displayed fraudulent/unethical business practices & has not refund my expenses. I spoke with Lorelis R at the Corporate Customer Relations with no resolve. All the costs I have incurred total to $808.95.

  Business Response

  Date: 11/20/2024

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

  Thank you. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22542204
  
  I am rejecting this response because it has now been 48 hours since this business said they would investigate this issue and provide a formal response/rectification in ***** hours and I have yet to receive any communication.  They sent that last message on 11/20 at 11am and it is now 11/22 at 12:30pm.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 12/05/2024

  We sincerely apologize for any inconvenience. The management team is in contact with the customer to arrange the requested reimbursement. 

  Thank you.