Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am lodging a complaint against AutoNation **** of Margate for mismanagement, lack of communication, and failure to resolve issues with my 2017 **** Explorer. My vehicle has been at the dealership since August 8, 2024, causing significant financial hardship and stress.Summary of Issues:Excessive Delay: My vehicle remains unrepaired despite multiple follow-ups with no clear resolution or timeline.Lack of Communication: Ive contacted General Manager ******* ****** multiple times without a response, and my concerns about financial hardship went unaddressed.Failure to Provide Information to ****: A service advisor incorrectly claimed ****s CSP declined repairs, but after contacting CSP, I learned key diagnostics were not submitted, causing delays.Lack of Transparency: I havent received diagnostic findings, leaving me unaware of my vehicles status.Unprofessional Behavior: **** ***** refused to provide test results, the **** engineers name, or allow access to my personal ******************** Hardship: Ive incurred almost $8,000 in rental expenses, which I'm still being charged daily, and additional costs for work done on my vehicle that did not resolve the issue. My car remains undrivable after six months.Failure to Escalate: I've received no resolution despite contacting ******** ******** regarding compensation.Documentation of Communication: I have text messages from August 2024 through the present between myself and *****, the Service Advisor, which I can provide.Desired Resolution:1.A detailed explanation of the delays and issues.2.Full reimbursement for rental vehicle expenses and the cost of unsuccessful repairs.3.Immediate resolution or an alternative solution, such as a loaner or replacement vehicle.The dealerships lack of accountability has caused undue financial and emotional strain. I respectfully request the Better Business Bureaus assistance in resolving this matter.

  Business response

  02/07/2025

  Thank you for bringing this concern to our attention. The management team has been in constant commuinication with the customer and have provided them with the latest information available. 

  Thank you. 

• Initial Complaint

  01/18/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My **** vehicle was serviced at Autonation around July 2023. I sold the vehicle the next month. On 10-31-24 I received unsolicited mail from Autonation to have the vehicle serviced. On 12-4-24 I received another unsolicited mail. On 12-5-24 I spoke with **** at Autonation, who said that he would remove my name from their mailing list. But on 1-18-25 I received a third mail..

  Business response

  01/24/2025

  Thank you for bringing this concern to our attention. To ensure the opt-out process is completed, please visit ********************************************* and follow the provided steps so your request may be processed as soon as possible. Please note that it can take up to ***** days for the process to fully take effect. 
  
  *Please note, if you reside in **********, AutoNation is unable to respond to any **** requests submitted to us by a third-party service or website. As such, please complete your CCPA request directly at ******************************************************;

  Thank you. 

  Customer response

  01/24/2025

   
  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. I have opted out per the website.

  We could have avoided this complaint if when I called Autonation, they had directed me to the website in the first place.

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

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle on August 16, 2023 for disabled spouse with *** ****** Disease. Before leaving AutoNation **** after sale around 11:00 PM, vehicle had a few issues, so we were told to bring it back next day to have them address. Next day we were told that we had to leave vehicle, we ask for a courtesy car, none was available. Vehicle start have other issues, unable to start, backup camera flash on screen while driving on I-95, start/stop malfunction. We were offered a rental on 9/5/23 after return policy ended, repairs took 3 weeks, was told that computer malfunction. On 10/18/23 vehicle broke down, flashing errors on screen, had it towed for repairs, was told computer malfunction, and replace both batteries, repairs took 20 days. Again on 11/8/23 vehicle broke down, had it towed back to dealership. I explain to management that salesman assured me that vehicle Carfax report had a minor fender ****** but one I paid for reveal that vehicle was completely wreck at front, same as my trade in that was refused. About a week later, received call from AutoNation **** to come into the showroom, that they were going to put me into a safe vehicle, offering me $12,000.00 as a buy back, and the bank loan would be reversed. When I got there, I pick a vehicle, they ran my credit for second loan, totaling over $40,000.00, so I said NO, management got furious, said he would report the vehicle as Repossessed and allowed us to take our personal effects. Payments are current as of today, I tried to get the loan unwind or applied to a safe vehicle to support my spouse who have ALS. Here is a listing of document that I have at hand, but unable to upload to this complaint.Contract Agreement; Vehicle Report from Dealership; Enterprise Rental; Online Carfax Report; AutoNation Pembroke Pines Receipt; Towing Receipts; Ally Payments, Communication, No Active Vehicles.

  Business response

  10/07/2024

  Thank you for bringing this concern to our attention. This matter has been turned over to our **************** who are handling this concern. Therefore, we will not be able to provide a response to the BBB at this time. 
  
  Thank you.

  Customer response

  10/07/2024

  If this complaint is being sent or handle by your legal team, what is the status, because my spouse is now fully disabled, confined to wheelchair and have to wear a respirator to bed at nights, and when there is time for doctor visits, we have no personal vehicle and have to depend on family/friends, and still paying for a vehicle that we were actually allowed to remove our personal effects, and was told that it will be reported to the bank as repossessed, all I am asking for is store credit refund and loan unwind so that I can come in and purchase a safe vehicle for my disable spouse, thank you.

  Customer response

  10/07/2024

   
  Complaint: 22354856
  
  I am rejecting this response because your legal team never reached out to me regarding this complaint, as far as I know the ************** is deducting $307.00 from my account, for a vehicle that was towed back to AutoNation Ford Margate in November 2023 for computer related issues, same as before several times, thank you.
  
  Sincerely,
  
  ******* *********

  Customer response

  10/12/2024

  Nature of Complaint:
  Vehicle frequently shutting off, computer related.
  
  Date Problem Occurred:
  August 16, 2023
  
  Date(s) Complained:
  August 16, 2023 November 8, 2023
  
  Purchase Date:
  August 16, 2023
  
  Salesperson:
  ***** ******
  
  Product/Service:
  2018 Jeep Compass

  Business response

  10/18/2024

  This complaint is still under review. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Customer response

  10/21/2024

   
  Complaint: 22354856
  
  I am rejecting this response because:

  I have no problem granting additional time, but just remember that I am a senior citizen, the full caretaker oy my now fully disable spouse with the *** ****** Disease, who is confined to a wheelchair, and have to wear a respirator, not having reliable transportation for her doctor visits,which is costing me $307.00 monthly  to ************** for a vehicle which was towed back to the dealership days away from a year, and was given the opportunity to remove our personal effect,because the vehicle would be reported as Repossessed, thank you. 
  
  Sincerely,
  
  ******* *********

  Customer response

  10/25/2024

  Additional info to add to my complaint.
  The first time that the 2018 Jeep Compass was taken to AutoNation ************* for repairs, the Salesman pick it up and drove it back to AutoNation Ford Margate, said it was computer related, I then pick it up after work, and tip the Salesman $50.00 via ZELLE.
  The second time that it was sent to AutoNation Pembroke Pines for repairs, the Salesman pick me up from my job, after he had completed purchasing a new vehicle from another dealer and drove me to collect the Jeep.During our ride, I ask the Salesman if he was certain that the vehicle history report that he give me was a true and complete copy, and he said yes, just a fender ******, and ask me why I asked, I told him that the vehicle had more than a fender ****** like he told us the day of the sale, he ask me how did I found that out, so I told him that I paid for a copy of the vehicle report, and it itemized the complete front of the vehicle was wreck in an accident in ********,and replaced, he said SORRY. I drove the vehicle back to AutoNation Margate and drop it off, the salesman said if it needed the 2nd battery like the repair shop stated that he would cover the cost to replace it, again it was also computer related, thank you.

  Business response

  11/04/2024

  The customer is in direct contact with the General Manager to come to a resolution regarding this matter. 

  Thank you. 

  Customer response

  11/11/2024

  Due to my spouses seriously rapid medical condition and our present financial status, we agreed on a settlement to satisfy the purchase and loan agreement, thank you.

  Business response

  11/11/2024

  Thank you for bringing this concern to our attention. This matter has been turned over to our **************** which is handling this concern. Therefore, we will not be able to provide a response to the BBB at this time. 
  
  Thank you.

  Customer response

  11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, my spouse and I do not believe we reached a fair and reasonable resolution, but due to our age, spouse medical condition, our physical capacity, and financial status, we accepted the offer to satisfy the purchase and loan agreement to put an end to this saga, thank you. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bough a sedan ************ from ***************************** on 4/29/2024 .They gave me a temporary plate and told me that I will receive the original in 10 to 15 business days, which I never did *********** stopped me today and I explained everything to them . They ran the registration and plate and my name was no where to be seen . All registered on another name . Im filling a complaint to AutoNation Ford Margate and to sales man ***************************** . They Scamed me . I want my money back . Thank you ***********************

  Business response

  06/07/2024

  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 response

  06/09/2024

  I contacted Auto Nation  and they did update my license plate and corrected all information on my Camry 2023   . At this time the car is  on my name and im  completely satisfied  with their service. 
  I dont wish to continue with this complaint. 
  Thank you  

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

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a **** escape - managers special on Jan 26th, within 2 weeks my car engine light came on for overheating. We called **** in Margate I got ******* in service, they had my car for almost 3 weeks. Told me nothing was wrong. Driving back to ***** and it happened again once I accelerated, I called left several messages, my husband called, and I texted. No response, March it happened again, and again and again, I kept calling. No response. Then my husband was driving to ***** and it happened to him, except the engine light stayed on for overheating. He went to the Tampa **** and they said the engine is running too hot and it shouldnt. They were going to exchange the car but they essentially want me to pay the remainder of the balance on the **** escape. The sales rep in ***** said that for it to be covered under the lemon law it would need to be serviced at least three times in under 60 days, yet no one returned my calls. We called the service department, we called our sales rep and we called the manager no one called us back. They know its a lemon and yet they ignored our please for help. I would like to have an exchange or be release from this lease without penalty. I will seek an attorney and go to media sources. This is not right and poor business practice. I have a baby on the way, a 1.5 year old, and two other kids - driving in a car that over heats every time I accelerate is dangerous and is probably going to kill us driving. Something needs to be done

  Business response

  05/28/2024

  Thank you for bringing this concern to our attention. The customer is in communication with the management team to resolve this matter. 

  Thank you. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a very bad experience with this dealership in December 2023. The *** *********************, promised to look into the numerous issues and promised to give me ****** refund. He never kept his word and never called me back after I left multiple messages. Now, it's 02/20/2024, after I made several complaints to ******************* I spoke to ******** who called the dealership, spoke to ***, who offered ****** back on my rewards account which I accepted. She was nice enough to offer me, in addition, some free oil changes. It's now 04/23/2024 and I still did not receive the ****** in points on my account. Called ******************* spoke to ****, who called *** at the dealership who said he would look into it and call me in 24 hours. He never did. The next day, 04/24/2024, I called **** again who called the dealership again but could not get anyone. She gave me their email to *******************, the service manager. I sent him a strong message about the issue. He replied that he would not be helping and refused to issue the points refund. I called ****************** and made another complaint and *****, a supervisor called and said he would send the dealership a negative response. The bottom line here is, this dealership provides terrible service, **************** stinks, no promises kept and refused to honor their commitment.

  Customer response

  04/25/2024

  I forgot to mention that I'm a senior citizen and I feel they were taking advantage of me.

  Business response

  05/01/2024

  Thank you for bringing this concern to our attention. The requested amount has been added to the customer account. The management team also attempted to reach the customer to discuss their concerns further but there was no answer. 

  Thank you. 

  Customer response

  05/08/2024

   
  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. It's unfortunate that a customer has to go to extreme steps to find a resolution. Hope this serves as a vital ****** to the business that customers come 1st.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a **** focus 2015 SE those car since day one has been having issue with transmisin there is currently a recall for those transmisin issue . I took my car months ago to AutoNation **** in margate and they told me that part are no avalaible for repair and they no doing anything about it no even put me in a waiting list for part or anything like that , so I do some research and change some part in the transmisin (Acuator ) and make an appoiment in the same dealer so they can see is the car need some other part since they told me part are in back order. I took my car today and the service person just told me they no taking any car of those year with transmit on issue to go another dealer . I explain him what I did to the car and he refuse to have my car check to see if any other part is need it since I still have the transmition issue and the engine light still on , I was try to explain it may need to flash the *** or something but he denied to get my car in .

  Business response

  04/17/2024

  Thank you for bringing this concern to our attention. Unfortunately, the required part for the requested repair is on back order without an estimated date of availability. The service department is unable to place an order for the part as the manufacturer is not taking orders because of this. We sincerely apologize for any inconvenience. 

  Thank you. 

  Customer response

  04/20/2024

   
  Complaint: 21571489
  
  I am rejecting this response because:
  I have the part that is in back order all Im asking is for the dealer to program and install to my car , since this recall has been for year and still no resolve from ****************** I took the initiative to find the *** original from ****** All I ask I his to install and program and of course free of charge since this recall still active .

   

  thanks 
  Sincerely,
  
  ***************************

  Business response

  04/29/2024

  Unfortunately, per policy the dealership cannot diagnose and install the aforementioned part as it is out of the vehicle's specification's according to the manufacturer and VIN. The only option available to the customer at this time is to reach out to **** directly and open a case to obtain approval for repairs and provide the dealership with a case number. The customer would still be responsible for the cost of repairs and would then need to seek reimbursement from ****. 

  Thank you. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During January 19, 2024 I took my vehicle, **** Mustang GT 2015 for an Oil and Filter change. In addition, the vehicle receive a change of the rear tires from original Pirellis P **** to the newest version of Pirelli P ****s. The total cost of the job was $1,005.98. When I received the call I went to pick up vehicle. Vehicle has the light on for Low Tire pressure, and after asking for a technician's help, technician tried resetting **** sensor unsuccessfully. Dealer offered to replace the now not working **** sensor for $400. I refused on the basis that vehicle was given to them in perfect working conditions and they should take care of what they break. The vehicle had the **** working perfectly at the time of drop off. The morning after the Dealership did maintenance on my car, it was parked ever since I drove from dealership to home, the two rear tires were flat. I decided to inflate them to proper PSI per Manufacturer's suggested pressure, and notice that right away a hissing sound was coming from the stem valves. Both rear stem valves are broken. Dealership was contacted and a manager was supposed to call me, which never happened. I am seeking your help to rectify the situation. Not only this is completely unprofessional behavior from the service department of Autonation Ford Margate, it is my second time having a problem with them, and on top of that it is a very unsafe situation for any customer who uses their car mostly on highways. I want full replacement of my money spent. First time about 6 months ago, they did an oil change and I came home to find oil leaking, to find out the filter was left loose.

  Business response

  02/09/2024

  Thank you for bringing this concern to our attention. The management team has made multiple attempts at contacting the customer without success. They are continuing their attempts so they may discuss the customer's concerns further and potentially come to a suitable resolution. 

  Thank you. 

  Customer response

  02/09/2024

   
  Complaint: 21178814
  
  I am rejecting this response because:

  i have been away from the country for work. I'm an airline pilot. At this point, i am not taking my car to the location anymore and not going to risk it. 
  i'll hopefully be able to take a call from their manager and discuss the matter further, but absolutely not going to take my car there ever again.
  
  Sincerely,
  
  **** ****************************************

  Business response

  02/22/2024

  The customer and Service Director have come to an agreement where the customer will receive a **** Pass Credit as well as a promotional offer so we may attempt to regain their trust. The customer has the Service Director's direct phone number to contact the dealership for future repair needs. 

  Thank you. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my 2017 **** Fusion Sport for a recall and ended up paying ******. Service date 12/05/2023. They replaced front caliper and 20 lug nuts they claim were all damaged. I requested all damaged parts given to me. As of today, I have received any parts even though they promised several times.They also was to do the " works " which is an oil change, tire rotation and check brakes, battery and all fluids. They did not put enough oil into the engine because I had to add 1/3 quart and they failed to rotate tires. I paid for it. I contacted service manager and general manager but they did not return my messages left.I also call **** Customer service but Geo(director) promised a ***** refund on my card and return of damaged parts. Neither was done. This is lousy customer service from dealership and **** motor. I am demanding ****** be refunded because they failed to prove that the service performed was true. They refused to return damaged parts they allegedly said was bad.

  Customer response

  01/05/2024

  Complaint # to **** Escalations RN#2SBBP4.

  General Manager-*********************

  Service manager-****

  Service rep-***************

  **** Service director.

  These are the people I contact, left messages with no return calls or results.

  They still haven't returned all the defective parts I demanded.

  I still have not received my refund. 

  **************************** 

  Business response

  01/10/2024

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

  Thank you. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent *********** ******************** Experience for 2022 **** F150 Pickup Truck To Whom It May ********* am writing to express my profound dissatisfaction with the recent service appointment I had for my 2022 **** F150 pickup truck at AutoNation **** of Margate. My experience has been nothing short of a nightmare, characterized by poor customer service, a complete lack of respect for my time and concerns, and a dismissive attitude towards critical safety issues, including an active recall of my vehicle.From the very start, this ordeal has been marred by an utter lack of professionalism and empathy from the staff at AutoNation **** of Margate. My frustration began when I scheduled an appointment for what I believed would be a straightforward repair, addressing the issue where the passenger door doesn't lock. I was greeted with a cold and indifferent attitude, which set the tone for the entire service experience.The first and most glaring issue was the unreasonable time frame that I was informed my truck would need to be in their possession. I was told that my vehicle would be kept for an astonishing ***** hours, leaving me without transportation. Despite my reasonable request for a loaner vehicle to continue with my daily responsibilities, as my pickup truck is my work truck I use for DAILY BUSINESS MATTERS, I was shockingly informed that they refused to give me a loaner vehicle. I understand the vehicle may need to be kept for an extended period of time to address the faulty passenger lock, as well as the active recall however when asked for a loner, I didnt expect no to be the answer. This blatant disregard for customer convenience and basic courtesy is inexcusable.

  Business response

  10/30/2023

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

  Thank you. 

  Customer response

  10/31/2023

   
  Complaint: 20771814
  
  I am rejecting this response because:
  

  Awaiting resolution of this matter pending your response.

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

  Business response

  11/07/2023

  The customer has spoken directly with the General Manager to schedule an appointment where a loaner will be provided, and his concerns will be addressed.

  Thank you. 

  Business response

  11/07/2023

  The customer has spoken directly with the General Manager to schedule an appointment where a loaner will be provided, and his concerns will be addressed.

  Thank you. 

  Business response

  11/07/2023

  The customer has spoken directly with the General Manager to schedule an appointment where a loaner will be provided, and his concerns will be addressed.

  Thank you. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩