Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2025

  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 have been in contact with AutoNation Customer ********************** and explained my reason for demanding a refund from AutoNation Mobile Service. I was told by AutoNation Mechanics that there was a Coolant Leak issue with my Range Rover Sport and was charged $2433.28 to repair the leak on October 13, 2024. Immediately after the repair, I still had issues regarding the check engine light and smoking and reached out to Auto Nation to reschedule another appointment to assess the issue due to the warranty. Auto Nation constantly delayed my appointment by either not showing up or flat out cancelling the appointment in the system which I have actual texts to confirm. The car had been undrivable and severely impacted my day-to-day and end-of-year plans. Between November 18, 2024, and January 8, 2025, AutoNation has continuously delayed coming to see the Range Rover Sport to fix the issue that was thought to be fixed on October 13, 2024. When the Mechanic finally came out to see my car on January 8, 2025, the mechanic told me that he suggest I go to the Range Rover Dealer, as he cannot actually fix the problem I had originally paid for. I am requesting the $2433.28 to be refunded back to my original method of payment due to the service that was paid for not being completed.

  Business Response

  Date: 02/13/2025

  We've escalated and reviewed the customers concern with our management team. We declined the customers request for refund due to the issue being "New" please review our explanation below. Regarding any scheduling issues, this was during the holiday season and severe weather issues. 

   

  "During our first visit ********* we diagnosed your major leaks, these are obvious leaks which get addressed first, then we test the system with pressure to see if it holds. Visit AA1538423, we did repairs related to the coolant system, these were the Expansion Tank Hose, Oil Cooler Inlet Connector, Thermostat Water outlet Connector and water pump. Again these are the major leak areas that were addressed, once these are done we have to retest the system to see how pressure holds. This is where we found the smaller leak.
   
  Hose After completing service and getting big leak to stop Noticed another small leak coming from a plastic pipe under the intake will include a picture of the part for further repairs ***** ***** 10/13/2024 12:18 PM 
  We were back on site AA1615014 Jan 8th to address the small leak, unfortunately the repair needs a shop. We are limited to the repairs we can perform on the mobile side, none of the work we have performed is at fault or cause of current issue. 
   
  Service requested to replace coolant hose for previously diagnosed leak after disassembly of belly pan and top part of motor to gain access to hoses determined to be a different source of leak coming from transfer pipe underneath intake manifold. Due to the nature of this repair it is impractical to perform in a field setting and due to the high risk nature of damaging other components it is an unsupported repair by AutoNation mobile service.
  Recommend taking vehicle to authorize Land Rover service center for replacement of Upper and Lower cylinder head coolant pipe, and transfer pipe. Reassembled vehicle without issue
  See Less **** ***** 01/08/2025 1:07 PM
  Please see attachments, I've added each invoice for your review."

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22929859
  
  I am rejecting this response because: the issues I had to take to the dealership were not new. The manger that was over the Mechanic that worked on my vehicle refused to come to the follow up visit and informed the mechanic (in front of me) to disengage and not work on the vehicle. The mechanic that looked at my car on the last visit suggested I go to a dealership to get the problem fixed and even gave me his number as he was letting me know his brother in law may have been able to handle/fix the issue I was experiencing with my car. Very unprofessional business practices. Bordering on fraudulent. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/13/2025

  All documentation is available and we are confident in our decision. Unfortunately the concerns that the customer has now are not based on any of the work we did or caused by the work we performed. At this time we declining refund request. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22929859
  
  I am rejecting this response because: AutoNation Mobile service is not refunding my original payment for a service that they did not complete. ********** Dealership completed the service they claimed to have completed and I have the proper documentation to prove that. AutoNation is not addressing the issue I have brought up. On the day of their last visit regarding the October 13, 2024 Service. The mechanic did not look and verify if the original work had been completed correctly. Nowhere on the history notes have they looked at their own work to uphold the warranty. At that point he car was not driveable. The Mechanic on the day in question called the manager in front of me and the manager of that day explicitly told the mechanic to not open up the car and to not look at the car any further. This raised red flags. And the Mechanic decided to give me his personal phone number and advised me that the problem I had paid for on October 13, 2024 had not been fixed and to go to the nearest dealership as they dont have the means to fix the issue that was diagnosed and worked on on October 13, 2024. Very disappointed in this experience in auto nation. I originally had Repairsmith and once they switched to AutoNation the quality plummeted. I will continue to pursue this until I have my money back in my account. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising 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.

  Please see detailed notes submitted below. In a nutshell, they caused me to stay longer in ****** than I had planned, and exacerbated a mechanical problem which resulted in towing charges. I would like them to reimburse me for the lodging and towing.

  Customer Answer

  Date: 12/16/2024

  AutoNation kept canceling my appointments with them, causing me to spend more money on lodging. Their mechanic couldn't fix the original problem, and caused a new problem to appear. They said they would return and fix the new problem, but then they canceled that, saying they couldn't help me with my problem. My car was crippled, so I had to have my car towed to a different mechanic, and pay for more lodging until the new mechanic opened today. I would like AutoNation to pay for my lodging and towing charges. 

  Business Response

  Date: 12/16/2024

  After reviewing this concern we attempted to contact the customer. We've refunded the customer for the visit. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22687952
  
  I am rejecting this response because:

  I was not actually asking for a refund of the repairs. I chose that word because your options were limited. As stated earlier, I was never charged anything. All **** has done is release the pre-autorized hold on my credit card, which they were going to do anyway because there was no charge for the non-repairs. What I am asking is for **** to pay for my extra lodging and towing expenses, which I incurred because of their incompetence. My total is $632.18.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 12/17/2024

  **** refuses to ***** my request for reimbursement of lodging and towing. 

  Customer Answer

  Date: 12/17/2024

  They said they issued a refund, but all they did was release the hold on my card for the estimated repairs. They did not charge me anything since they were unable to perform the repairs. They would have had to release the hold anyway. That is not a refund. What I am asking for is reimbursement for extra lodging, and towing, which were caused by their incompetence. 

  Business Response

  Date: 12/17/2024

  There were funds being held as a pre authorization to ensure payment of services, these were released back to the customer in the amount of $682.81. We are declining any responsibility for lodging or towing, the root cause was outside our request from the customer. Please review photos taken of the vehicle condition and the message sent to customer declining request. 

   

  "Good morning ********, unfortunately due to this being a requested service with no prior inspection or recommendations by us to how severely rusted and damaged your vehicle was we had no way to anticipate the additional concern. We are limited to the work able to be done in the field and at times will not be able to correct certain repairs, at this time we decline your request for reimbursement for lodging and towing."  

  Business Response

  Date: 12/17/2024

  Good morning ********, unfortunately due to this being a requested service with no prior inspection or recommendations by us to how severely rusted and damaged your vehicle was we had no way to anticipate the additional concern. We are limited to the work able to be done in the field and at times will not be able to correct certain repairs, at this time we decline your request for reimbursement for lodging and towing.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22687952
  
  I am rejecting this response because:

  Due to the business's incompetence,  i incurred additional expenses for lodging and towing. 

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

  Business Response

  Date: 12/17/2024

  No further comments.

  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:11/07/2024

  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 made a verbal contract with this business to change my battery. This business not only upgraded the battery from my requested lower price battery. They also scheduled my service I initially Contacted them on a Saturday set The service up for for Monday 1030 to one. They called Monday and said theyre running late 130 to 3 they called at that time said theyre running late 330 to 6 and that was the last call I received at 6:30 I called and was told that they would be arriving. He Finally arrived at 8 PM! so in addition to the extra cost of the battery there was missed work/salary due to the poor operation of this business.

  Business Response

  Date: 11/07/2024

  Hello we would like to look into this complaint ASAP! However, we do not have your AutoNation Mobile Service account information. I do believe I may have found your account by matching the amount and repair. Unfortunately, all of that information does not match any of yours. For clarification and security, can you please provide your email address, first/last name, phone number, make/model/year of your vehicle and the ***** Looking forward to hearing back from you. 

  Thank you,

  *****

  Senior Escalation Specialist

  Customer Answer

  Date: 11/13/2024

  My daughter ordered online for me. The account would be **************** @*********  or mine *********************** Phone ********** or **********. 
  2017 ****** Camry 

  Business Response

  Date: 11/13/2024

  Hello we received the customers correct information.

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

  **********

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

  The customers repair date was 10/28/2024 Arrival Window: 3:30 PM - 6:00 PM EDT to Replace the customers battery.

  The price of the battery never changed. The price has always been $320.34.

  As a company we do not make verbal contracts. We have the repair order with the price of the battery, labor, tax and discounts.

  The customer is aware of what they are being charged and how much prior to the repair as stated in our FAQ and terms of Services
  

  Terms of Service

  You hereby agree that AutoNation Mobile Service may charge the payment method associated with your Account the full and final price for the Vehicle Services stated in your estimate when the AutoNation Mobile Service Vehicle Service Provider arrives at the scheduled service location. Unless otherwise specified, all amounts due hereunder shall be paid in U.S. dollars, in immediately available funds by credit card, in full without set-off, counterclaim or deduction. All charges paid by you are final and nonrefundable, unless otherwise determined by AutoNation Mobile Service.

   

  Customer Answer

  Date: 11/19/2024

  The appointment was scheduled for Monday morning. The window of time was 1030 to 130. It was then changed from 1:30 to 3:30 again to 330 to 630. Their associate arrived Just before 8 PM. There should be a recorded phone conversation for each communication additionally provided a $25 credit to me for the inconvenience when I was told it would be ******* the business never called to request/confirm a later time 

  Business Response

  Date: 11/20/2024

  The customer does not dispute the contract being written and the cost of the battery. The customer now disputes the timeframe the technician arrives and the rescheduling of her appointment. Yes, the customers appointment time was rescheduled twice. The customer did receive a $25.00 discount to her total repair cost. Per our FAQ's And Terms of Services

  Why was my appointment cancelled or rescheduled? AutoNation Mobile Service

  Occasionally, situations happen where a technician is unable to make the appointment due to circumstances outside of their control. When this occurs, we will let you know and provide options for rescheduling your appointment. You will not be charged a cancellation fee if AutoNation Mobile Service needs to change your appointment time.  
  
  Terms of Services
  
  We do not control the availability of Vehicle Service Providers. You acknowledge that your selected Vehicle Service Provider may be unavailable from time to time (e.g. due to illness or vacation).
  
  This information is listed on our website for your view.

  Customer Answer

  Date: 11/22/2024

  The business has presumed a change in the inquiry.  There is not.  The facts are the business takes the action of supplying and charging for the most expensive battery option    That is exactly the issue addressed with the business and with no resolve forwarded to BBB

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22527339
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 11/29/2024

  This business is attempting to divert attention from the original claim.  They choose the most expensive battery.   That is and has been the issue.  Their lack of timely providing communication and service are details of the event.  The fact remains there was the selection of the most profitable choice when replacing the battery.   This is the fact they keep avoiding.  Please have the company explain that piece if they feel it had any relevance to the service.  Again that is the only piece being addressed 

  Business Response

  Date: 12/05/2024

  Documents have been attached and provided. FAQ's and Terms of Service have been provided. The customer did receive her $25.00 discount. It is itemized in the screenshot. The pricing has been verified and it is correct. The case has been closed and resolved.

• Initial Complaint

  Date:10/29/2024

  Type:Billing 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.

  On 9/11/24 I came across AutoNation Mobile Service on ****** and was curious on an estimate for spark plug replacement for my vehicle. I created an account on their website, then entered the year, make, model, engine type for my vehicle and selected the spark plug replacement service . The estimate that was then generated based on the information provided resulted in $22.02 x 4 spark plugs plus $90 labor cost which equaled a subtotal of $178.08. There was also an additional $24.99 mobile service charge and tax. The website then suggested adding VIN and license plate information to provide a more accurate estimate. After entering that information, my estimate remained the same. I then entered my credit card information and booked an appointment for 9/17/24 (Note the subtotal of $203.07 just above the Schedule Appointment button in screenshot provided.)On 9/17/24, the service tech arrived to the desired location shortly after 2:00pm. After handing him my key, he told me it would take about 30 minutes. I returned back into my office while he worked on my vehicle. Not even 10 minutes later, I received a bank notification that my credit card was charged $413.59. Confused at first, but I figured that it could possibly be a hold charge. After another 30 minutes or so, I get a call from the tech that the service is complete and everything is looking good. I went back out to meet him, he handed me my keys and told me the receipt would be sent to my email. I went back inside, checked my email to look at the receipt and saw that I was in fact charged $413.59. The breakdown now showing $69.28 per spark plug, $90 for labor, $24.99 mobile service charge and $21.48 for tax.(See continuation in attached PDF)

  Business Response

  Date: 10/29/2024

  An escalation has been created and we've contacted the customer to help resolve this issue. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22488010
  
  I am rejecting this response because:
  

  I prefer to continue communications via BBB until a reasonable resolution has been met. AutoNation Mobile Service may contact me at my ************************* email for the purposes of requesting information that may assist them in completing this process.

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

  Business Response

  Date: 10/31/2024

  Good morning *****, we will honor the original estimate and refund the difference. Please keep in mind there will be standard tax and fee.  

  Customer Answer

  Date: 10/31/2024

   
  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:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have a 2019 jaguar f pace. i used the company on august 21, 2024 to diagnose a coolant leak. there was no compression test done. i showed the tech where i saw the two leaks . He went under the car and noticed the cap to the thermostat housing was missing. at that point he shoukd have ran a pressure check to see if the rest of the coolant system had leaks, although i told him two leaks. instead he ordered a top radiator hose and thermostat housing. On september 1st they came to do the thermostat housing and radiator hose. i was in my hotel room while they repaired my jaguar i payed $976.0062. two hours later the tech called me to come down because the job was done. he told me at that time that my water seperator and water outlet heater were melted and would need to be replaced,but he had already rigged the same part using some sealant and o rings. he did not ask my permission prior to rigging my car. he assured me it was safe to drive while i waited on my repairs. trusting the tech i drove the car and broke down .. i was stranded in front of a buisness and the supervisor of that buisness can attest to everything im saying. the repair for the parts in question was on september 10th. they came out to where i was stranded and it was the same tech. he mentioned a complaint against him and i told him yes i did complain because i did not approve for you to do this to my car. he said we cant work on your car until payment which was another $830.00 i was in my car, hood up and him and the trainee were on the curb so i thought. after thirty minutes the tech said his supervisor told him to leave. he then handed me a hose with the part he initially rigged attached to it. i asked why he took that part off if he wasnt supposed to touch the car until paid. enclosed is the picture he rigged which turned out to be the reason my car stopped working. ******* are one of the most difficult to work on. its not a ****** or ****** you cannot rig anything on a jaguar

  Business Response

  Date: 09/19/2024

  We have escalated this customers concern and are currently working to resolve these concerns. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22304541
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/01/2024

  At this time the customer has rejected our resolution, the only way to reimburse the customer is either to the card used to pay for the initial repair or by check. The customer informed us that the card used is no longer valid, our only other option is to mail check.  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22304541
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/01/2024

  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.

  8-30-24 I went online to get quote for fuel pump replacement. Finally found fuel pump replacement hit get a quote and fuel pump regulator pos up with ****** plus tax. I thought that was correct name for fuel pump I made appt. 9-1-24. Mechaic shows up, I was extremely busy he didn't confirm work he was going to do to get approval from me. On camera I saw him under hood of my truck and I went outside asked him why are you under my hood I need fuel pump replaced. He said they don't do fuel pump and that kind of work doesn't show up. I said yes it does and my quote on fuel pump replacement was fuel pressure regulator 232. Plus tax. If you don't do fuel pumps then when I asked for quote it should of said sorry we don't do fuel pump replacement not direct me with price for fuel pressure regulator and price. I would of left the sight. If my ******** would have onfirmed work he was going to do i would of said fuel pressure regulator is the fuel pump we could if avoided this fiasco. I asked him to put back on old part he said he can't cause part is used. This is 2nd time I've used auto nation. First ******** confirmed and I approved 2nd ******** did not confirm and I didn't approve. I paid for part I didn't need. I'm furious cause all of this could have prevented if ******** would have confirmed the work he was going to do cause I would of said no fuel pump replacement. I haven't been able to contact anyone and my truck isn't fixed

  Business Response

  Date: 09/17/2024

  The customer was contacted and we resolved the issue by refunding the customer the what they spent with us. 

• Initial Complaint

  Date:08/17/2024

  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 have been waiting since June for them to repair my radiator. I have spoken to escalation specialist and all. They promised to not cancel my appointment for the 5th time. Of course this morning I get a cancellation text saying they dont have the part when the escalation specialist ******** assured me they had the part and my appointment wouldnt be cancelled. Now they say they dont have the part and it will be another 15 business days.. Since June. I am cancelling my warranty and requesting Carvana take the car back because I bought the car in May and immediately needed a radiator. This is ridiculous and very unprofessional. Silver Rock and Carvana need to find another company to service their customers because this company is incompetent. I have a premium warranty that clearly serves no purpose other than to take more money from me.

  Business Response

  Date: 08/18/2024

  To Whom It May Concern,
  
  
                                               We attempted to get the customer rescheduled for a new appointment date that made sure we had the part available from the dealership, but the customer instead will be taking their vehicle to a different repair facility that is approved by their warranty company Silver Rock.

• Initial Complaint

  Date:07/12/2024

  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.

  Today ******, advised me that you were working on my escalation ticket **ncerning the first initial diagnostic payment of $75.00USD which is fully refundable on May 20th, 2024. On basis of SILVERROCK ***s warranty provisions they denied the diagnosis as AUTONATION MOBILE SERVICES **uld not provide nor find a fault in **mponent failure at the time of dis**very. AMSs mechanic needed more time to make his **mplete diagnosis by requiring that I drive with my air-**nditioning in use over the **urse of the proceeding weeks and to closely monitor its **nditions up until its **nditions worsen. Once that time had **me, *** attempted to schedule a mechanic online out to my home specifically between the available time slots of 8am - 1pm on Monday July 8th, 2024.Copious amounts of improper scheduling ensued in over the next **uple of days. Specifically 07-09-24 / 07-10-24 whereas the falsified statements overpromising and under-delivering. They charged me $50.00USD as a cancellation fee when they **uldnt provide any service at the times I was allowed to choose. I absolved the charges after I was told by both their mechanic and SILVERROCK *** my warranty ** that I was approved on my claim once they found the **mponent of failure. This automatic cancellation procedure must be improved as it is highly unacceptable and un**mpromising. They seem to not take ownership in their failed **mmitment times and places the onus on the customer. They dont seek to prioritize a customers time when in**nveniencing them nor do they help clarify warranty **ncerns when asked to speak with someone higher. I addressed due to my work schedule being an overnight worker I am limited on my daytime activities and that I have sacrificed my time and sleep to meet with their mechanics that has ultimately been extending **mmitment times from morning to early evening hours. 07-12-24 I voiced **ncerns to not call me today after 10am. ******* **ntacted me at 11:18am. Unacceptable.

  Business Response

  Date: 07/12/2024

  To Whom It May **************************                                          The customer has been provided with a refund on the amount of $125.00. And they were happy with the resolution. After the customer was provided with the refunds he mentioned that he would revise his review when available.

• Initial Complaint

  Date:07/08/2024

  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 booked an appointment online with RepairSmith for 6/6/24 (now owned by Autonation Mobile) specifically to address an issue with my 3rd Cylinder Ignition Coil. Autonation sent a mechanic to my location to perform the repair. Upon arrival, the technician had difficulty fitting the new coil into Cylinder 3 and instead removed multiple coils, repositioning the faulty one back into place, which intensified the initial problem and necessitated further repairs. During the process, the technician also inadvertently damaged a component of my vehicle, which required a replacement with a lead time of 6 weeks.Following the repair, my car began shaking violently while driving, presenting a significant safety hazard. The issue persisted, and subsequent diagnostic efforts on 6/9/24 by Autonation involved a technician who lacked familiarity with my vehicle and had only been on the job for 2 days, leading to misdiagnosis and unnecessary replacement of spark plugs that did not resolve the root issue. This misstep necessitated yet another appointment.During the subsequent visit, on 6/11/24, to rectify the faulty ignition coil, additional damage occurred to my vehicle, including the tearing out of grounding wires, bending of plugs, and improper installation of parts such as spark plugs and ignition coils. These errors rendered my vehicle immobile and required intervention by another mechanic for repairs.Despite my efforts to resolve the situation with Autonation, they initially disputed. After two weeks, they agreed to refund the labor costs of $750 for the repair jobs but did not acknowledge a refund for over $330 in additional necessary parts. Moreover, I was without my vehicle for 4 workdays. Autonations lead time is 6-8 weeks for the refund check, which still has not been received, nor has the replacement piece for the initially broken component.Supporting emails and statements can be sent but not attached due to file type. Not my 1st issue with Autonation in general.

  Business Response

  Date: 07/08/2024

  The customer worked with our escalations department and came to a resolution as promptly as possible. The customer was already refunded the amount spent with us in the amount of $440.14, but to reimburse them for the $750 spent with the other company we are limited by check processing and postal delivery. Please see the attached screenshot for the amount already refunded to the customer. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21956764
  
  I am rejecting this response because:
  
  1. I was not informed, either on the phone call the morning of or in the email following the initial call, of the timeframe to process the check until after the request was already submitted to the internal team. I had to pay immediately out of pocket to have a running vehicle so not sure why waiting a potential 6-8 weeks is the only option. As a customer I was wronged, and now having to wait longer outside of the initial downtime, missing work and not having a vehicle from June 7th to June 18th and having to contract another mechanic, for potentially 2-2.5months to full resolution is not at all a great experience given that the work being completed correctly the first time would have resolved the issue entirely.
  2. The additional parts cost was not taken into consideration being that the initial repairs done by AutoNation MS caused damages/issues to/with existing parts on the vehicle, with work being completed by someone running solo with no supervision for the first time, that caused all parts to have to be replaced (4 ignition coils vs the initial 1 to be replaced, 4 Spark Plugs and the grounding wire replacement) at an additional cost of $313.47. AutoNation also picked up the "new parts" used on my vehicle and took them back into their possession for internal investigative purposes. 
  
  Attached is the receipt as ***** as responses to the emails where everything was listed, transcripts from chats with ANMS are also available upon request.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2024

  At this time we have nothing further we are able to do, the customer has been made whole.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21956764
  
  I am rejecting this response because:
  
  So the resolution here is to not acknowledge what has been sent over and to not reimburse fully for damages and extra work caused by faulty, incorrect and haphazardly done repairs that caused additional damage?
  
  I have provided all evidence and items necessary to show all of the additional incurred cost due to the unthoughtful and neglectful handling of my vehicle and the "repairs" done to my vehicle by 2 people who caused damage and extra work.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/26/2024

  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 purchased the PRO package that included filters, oil change, windshield wipers, tire rotation plus a list of other services. The last two times using the package, I have not had my cabin filter changed, tires rotated or windshield wipers replaced. When I call to report this I am told that I have to have each item add to my account and the charge will be $60.00. When I say I have the pro package, I am told yes it is included but we don't do all the services list unless they are requested and we have to enter onto your appointment and it will be $60.00 more dollars. What is the point of paying the $750.00 for the package if I have to add the services that is already included and have to pay more. Since the company has gone from smithrepair to autonation mobile, customer ********************** has declined.

  Business Response

  Date: 07/13/2024

  This issue was resolved between the customer and our ********************** Her Pro package was honored and we serviced the vehicle on June 30th please see attachment. 

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21904502
  
  I am rejecting this response because:  The services was not taken care of. The list that comes with the package was not completed. I have used the package 3 times, and the listed items that are included in the package were not completed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/26/2024

  We came to a resolution with the customer by giving them credit to be used for future service's or repairs. 

  Customer Answer

  Date: 08/06/2024

   
  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,
  
  *******************************