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:09/27/2024

  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 purchased a 2017 Jeep Cherokee on 7/27. During the test drive I noticed the check engine light was on. The salesman says oh no worries. We can turn it off for you I told him, that I dont just want it turned off- I want it fixed. I took the vehicle back to dealership 2 days later so they can fix the issue. And then 3or 4 days later the car started running hot (mind you, this vehicle had a 120 point inspection). AutoNation had to take the vehicle to Jeep on the west side and they had my car for over 30 days (head gasket, auto start battery). I had already made my 1st car payment on a vehicle I physically only had for 7 days. I finally got my vehicle back on 9/16, only for my battery and auto start light to turn on 2 days later!! Im still without a vehicle and Jeep doesnt know whats wrong with it. AutoNation is now trying to put me in a brand new 2024 with HIGHER PAYMENTS. I purchased my vehicle bc it was conducive to my lifestyle and budget. I put 5grand down and for a piece of mind, purchased extended warranty and tires protection. This vehicle should have never been in the lot. Someone saw that check engine light but they still sold it. Something should have registered during the 120point inspection. This has been extremely stressful and frustrating. They are providing me with loaner cars but Im constantly moving around car seats and I cannot get comfortable in a vehicle that is not mine. I had a perfectly fine vehicle that was paid off and I sold it the day AFTER I purchased this vehicle. AND THEY HAD TO PULL MY CREDIT AGAIN! I purchased this vehicle to HELP MY CREDIT!

  Business Response

  Date: 10/11/2024

  AutoNation has a 5 day 250 mile return policy. This policy was not excerised. Customer wanted car to get fixed. While the car was in the shop the customer was provided a brand new 2024 unit to drive while the vehilce was in the shop. Jeep is still working on a resolution to the issues at hand. I have offered to trade the customer out of the unit giving back what the customer paid for the unit as well as offerd to help with our fincance lenders to secure better loan terms. None of the options that have been offered have been acceptable to the customer. On 10-5-2024 customer came to the showroom and stated that she wanted to keep here current vehicle as she was content with the issues knowing she had warranty coverage on the vehicle. My offer still stands to trade here out of the vehicle giving back what she paid for the car. 

  Customer Answer

  Date: 10/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22347128

  I am rejecting this response because:

  Regards,

  Tonya Jacobs

• Initial Complaint

  Date:07/15/2024

  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.

  I dropped off my car at the dealership at 8:45 AM on July 8, 2024, after scheduling a repair service the previous day when I noticed available openings. Initially, my service supervisor, *****************************, assured me that diagnostics would be completed either on July 7th or 8th. Around 9:45 AM that same day, I was offered a discounted rate for a rental car at ******Later on Wednesday afternoon, I was informed that my car had been checked but that they were awaiting delivery of a replacement part. I finally retrieved my car at 12 PM on July 12, 2024.In total, I had to pay nearly $250 out of pocket for five days of rental car use, averaging about $50 per day. The first two days were particularly frustrating as they seemed wasted. When I contacted Ford customer service, my case manager, ************************* (case # CXH02320425), unfortunately informed me that no reimbursement could be provided.My question is: why should I be charged almost $100 for my car sitting idle in a parking lot? The availability of technicians and parts is your responsibility as a service provider. Customers should not bear the cost of delays caused by your scheduling issues. What's the point of having a customer service team if they cannot provide assistance when needed?

  Business Response

  Date: 07/31/2024

  This complaint was made against AutoNation **** about speaking with **** Motor Company Customer Service. Customer was informed that **** Motor Company does not provide rental or loaners for recall services. Customer has been offered monitary reinbursement from the dealership directly.

   

  Communication below.

   

  Good Afternoon
  I am responding to you on behalf of AutoNation ****. I see you made a complaint with the BBB. You stated you had a conversation with **** directly about reimbursement on your rental. **** does not provide loaners or rental coverage for recalls. This is something that the store level has no control over.
  Although I cannot control what **** Motor Company will do for you, you are a customer of ********************** ****. To keep you a happy customer of my store,  I would like to offer $250 credit to your **** Pass account to help in the situation. If this is acceptable, please let me know. 
  
  *************************
  General Manager
  AutoNation Ford Jacksonville
  **********************************
  ************

  Customer Answer

  Date: 07/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21980962

  I am rejecting this response because:

  I chose to get the repairs done at the dealership primarily because of the availability they showed when I booked the appointment. If I had known my car would be sitting idle in the parking lot for two days, why would I have wasted my time and money? The way AutoNation attracts business by providing misleading availability information is deceptive. I request a refund of $74.40 from my repair costs to cover two days of rental car expenses, given that I paid $185.99 for a five-day rental period.

  Regards,

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

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 in November of 2023. I was sold a warranty that included oil changes and routine maintenance for 3 years. I was told that the local store would honor these services. I went to the local AutoNation to have my first service completed and was told that they do not preform those services and there was a ************* that would come to me. This was also not true as those services are also not available. I have called the store to cancel the warranty since it is not going to be honored. They continue to give me fake numbers to call and now just put me on hold until the line eventually hangs up. I just want a refund since the service is not going to be honored.

  Customer Answer

  Date: 05/14/2024

  Yes, the address is

  ********************************************************************************************;

  Business Response

  Date: 05/30/2024

  Customer has been refunded

  Customer Answer

  Date: 05/30/2024

  Just spoke with a lady named ***** from AutoNation ***** She says that there is no one at the office by the name of *************************. I have not received a refund or been contacted by anyone from dealer.

  Customer Answer

  Date: 05/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21709952

  I am rejecting this response because: Just spoke with a lady named ***** from AutoNation ***** She says that there is no one at the office by the name of *************************. I have not received a refund or been contacted by anyone from dealer.

  Regards,

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

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 new vehicle from this establishment . *********************** oversaw the transaction and gave the impression of a management position. After agreeing to the contract amount was sent to finance ***** Was presented with insurance and warranty options . Declined numerous times. Finally was told if took the extended warranty they would deduct the cost and I could cancel anytime . I kept the warranty for approx 10 months . After dealing with their service **** it was very clear my warranty was useless. I reached out to ********** Credit they stated I had to go thru the dealership. Reached out to **** and he stated I had to go thru the finance guy, reached out to him and he stated I neeeded to go thru the cancellation **** . I sent all the required paperwork and was told via email the claim was processed. This was 3 months ago and I am still be billed. Since I have reached back out to *********************** the so called manager along with the cancellation **** . The lady who processed the claim stated she had moved locations and I needed to reach out to the dealer. I have tried numerous times via phone, email and text. No one will provide me with the appropriate contact or **** in order to cancel . I am simply requesting to cancel my extended warranty as it is a rip off and provides no coverage. This is allowed to be done . **** Auto Nation just refuses to process the claim .

  Business Response

  Date: 03/21/2024

  Issue has been resolved

  Customer Answer

  Date: 03/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21367763

  I am rejecting this response because:

  Regards,

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

  Customer Answer

  Date: 03/21/2024

  I called ********** Credit and no action has been made by the dealership . My monthly invoice still shows the warranty 

  Customer Answer

  Date: 04/18/2024

  Just because they said it was addressed you are closing the case ? Nothing was done on their end . They havent filed or cancelled anything . Im assuming thats there auto reply . We took care of it with no documentation. Why even go to the trouble of reaching out if your not going to file appropriately 

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my ****************************************** 2018. I have enjoyed this vehicle up until this week. I have had no major issues with my Explorer other than normal maintenance. My vehicle wouldn't start on Saturday night, so I had to leave it in a parking lot overnight and had it towed to the dealership on Sunday. I filled out the overnight drop off info with my key fob included. The service department is not open on Sundays, so I made an appointment for Monday morning at 9am. Monday morning comes, and I received no communication from the service department. So, I give them a called about ***** mins after my appointment since I didn't have transportation to go in person. The service department states that they may not be able to get to my vehicle until late afternoon or possibly the next day. Tuesday comes and I hear nothing from the dealership. So, I call them again to find out the status. They said that the vehicle still hasn't been diagnosed and will get back with me. They call back and state that I need a new motor! I have had no major issues with my Explorer up to this point. Maintenance has been done on this vehicle by the dealership. This doesn't make any sense to me that a perfectly working vehicle suddenly needs a new engine. Now the service department starts dragging their feet with no sense of urgency to assist me. I called multiple times to only be told that no one is available and I would get a call back. I called again and was told I will get a call back. Finally got a call back and they stated that they sent me a text but come to find out, they had a wrong phone number on file for me even when I told them my correct cell number. They service department still doesn't have a quote to give me for the repairs. I just find this to be very strange for a vehicle that is working perfectly fine to now need a new engine! I am very disappointed in the lack of urgency and service that I have received. No diagnostics result yet received.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the Repair Orders and Vehicle Registration. I have been trying to get the vehicle (2020 **** F150) repaired by Autonation Ford Jacksonville for over a year. The vehicle was taken in for repair on November 7, 2022 under warranty.Autonation Ford Jacksonville misdiagnosed the issue multiple times and now the vehicle needs a new engine. I brought the vehicle back on May 31, 2022 for a new engine but they have done zero work or repairs. They have had the vehicle in their possession for 6 months now with no repairs done and they will not give an estimated completion date. I have been trying to get my vehicle repaired for over a year and this dealership has neglected to fix anything, has been unresponsive and has not begun any repairs in over a year. Vehicle has been sitting on their lot for 6 months - no work done.Any help is appreciated. Please let me know if you need any additional information.

  Customer Answer

  Date: 12/06/2023

  In addition, the dealership as of 12/4/2023 is stating that they do will not have a new engine/motor for the vehicle for another 4-6 months and it could be up to a year before the repair is completed. This would put the truck under warranty at 2 years to be repaired. They are not claiming any liability to these actions and are completely at fault.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Car purchased and paid in full on 9/7/2023. Drove 4.1 miles to my residence and car broke down. Autonation knowingly sold car with mechanical issue and 3 active codes. Car was returned 3 days later. No apologies for wrong doing. Car couldn't go 5 miles without leaking coolant... they were aware of the issue but waste my time anyways. Since car was paid in full they have transferred that title to my existing license plate. When I returned the car they never release my transferred tag and remained locked. When I went to DMV I was unable to transfer a tag on new car I purchased. Per DMV my tag was in "Title in EFS pending status" and I had to purchase brand new tag. It cost me over $300. Additionally, my insurance agent called me and requesting me to buy insurance for this car I had returned. Per State Farm this returned car is required to have insurance per ****************. I went to dealership and tried to correct the problem. Lady I spoke with is clueless and she was on the phone with someone while making fun of my last name and chewing boiled peanuts... I felt very awkward and I left the dealership. I had DMV message written on piece of paper, my locked tag and explained every detail. However, this person was like an idiot not capable to comprehend what's needed to be done. ***, the person who was on the phone with her. No higher tier coverage to help them. I am requesting to release my tag from this car/title and refund me amount of money I had to pay for new tag. If there is authority these people should be responsible for their carelessness. They should be responsible for selling car with well known mechanical issues and then instead of apologies they locked my tag and I had to purchase new one. 1. Release my tag N90CF from that returned car 2. Refund me the amount of money I paid to DMV (clearly result of Autonation wrong doing)3. Apologize for wrongdoing and don't do this to no one else

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Poor communication, poor time-frame, poor follow up. Nightmare experience. Started on July 13th, dropped my 2021 Mach E off, it was an emergency drop off due to the dreaded powertrain service light, I was told it would be taken care of within 3 to 5 days. On day 5 I called the service department with no answer, then I called over the next few days around 10 times. No one ever answered the phone, I then called sales and someone answered right away and checked on my vehicle, it had been ready for several days and no one reached out. I was told it was an update and I'm good to go, well 2 weeks later the light came on again, had it towed told the same thing, 3 to 5 days. They have now had it for 3 weeks, I had someone call me around the 5th day, he left a VM saying he had no idea why my vehicle was there even though it was in the summary and obvious with the service light and recent history. I called that person back several times with no answer and no follow up so I again called sales, asked to be transferred to a manager, they connect me with the General Manager who said oh, that *** doesn't work here anymore, he then said I will personally check on your vehicle and call you back in a few hours which turned into 3 days, I called him back he said oh, I don't have an update but will check today, then someone else called and left me a VM saying "I have an update please give me a call" I've called this person back 4 times with no answer and no follow up. Not sure what to do at this point, they've had my vehicle for 6 weeks over the last 8 weeks. Terrible service, terrible communication, no loaner, no offers to make anything right. Will never come back here. I see why there are so many class action lawsuits around this issue, they aren't even trying to make things better

• Initial Complaint

  Date:09/08/2023

  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 requested to see the value of my 2013 Lexus CT200h thru KBB and received an email from AutoNation with an offer of ****** on August 7th. I made an appointment on August 17th as I was moving out of state the next day and planned on selling my car to Autonation. I told them it needed a new auxiliary battery and they were fine with that. I got there and the first adjustment to the original offer was to replace the battery. Then they came back and said that the diagnostics on the car showed a potential issue with the transmission. The car has barely 32k miles on it. They came back with an offer now of ******. I counter offered between 11,500-12,000. They came back with ****** and said that the case would most likely end up at the auction. I felt that I had no choice as I was leaving the state the next day and I took their word for it. Out of curiosity, I went out to their website today and saw my car. They are asking approximately ******! I was completely shocked and feel that they took advantage of me and my age and situation. I would like them to compensate me for the original offer for the car. Please let me know about next steps. Thank you

  Business Response

  Date: 09/22/2023

  I have spoken to **** and we have agreed to a settlement. That amount has been processed. 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2019 **** from this dealership on May 11, 2023. The vehicle was "Certified Pre-Owned" and included a 90 day dealer warranty. I have concern as to if the vehicle was inspected to the extent documented prior to sale. I have concern that they've sold an unsafe vehicle.The vehicle has been returned to the dealer 3 times since purchase for the same issue and each time the vehicle has come back to me in a worse condition. The first occurrence: The vehicle did not start. We had it towed to AutoNation. They said they were unable to inspect the vehicle because it is a **** and **** has proprietary equipment to diagnose properly. They required me to have the vehicle towed to a **** dealership. I did at my expense. The **** dealer said there was a drain on the battery. There were after market wires connected to the battery but not connected to any auxillary aftermarket equipment. The wires were disconnected and the battery was charged. They released the vehicle to me. The second occurrence: 7/31/23 The vehicle would not start. I jump started the vehicle at their instruction and drove it to the dealership. I sent a video of the dashboard lit up indicating Stability Control issue and Traction control issue. Without inspecting, the ** and Service Manager both indicated it is a battery issue. We were asked to leave the vehicle. They charged the battery overnight and it started but then the dashboard had the "Check Engine" warning light. They drove it to a different **** dealership than before. After 8 business days, the **** dealership said to the Autonation dealership that it was at reported back that it was BCM module that needed an update. The vehicle was released to us 8/10/23 and less than 2 hours later we drove it back to the dealership where it was spitting transmission fluid and overheating. We were told we would have a loaner in the morning and again we had to chase them down to hold them accountable. I do not feel that I have a safe vehicle.

  Business Response

  Date: 09/01/2023

  I am in contact with customer and ****** on getting customer out of the unit

  Customer Answer

  Date: 09/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20457891

  I am rejecting this response because: we are still negotiating the terms of resolution.

  Regards,

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