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:03/24/2025

  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.

  In December 2023, I had purchased a 2018 Porsche Macan. They ended up adding over $7,000 in warranty and gap insurance. Honestly I had no idea until I went to the bank and wanted to refinance. I had called this business in November 2024 and I called almost several times a day and sent several emails to customer service and as of this day, no one has responded from AutoNation to my complaint. I just called AutoNation in ******************* and i talked to ***** and she stated it was St. **** problem. Can your team help me bridge communication so we can find a solution to this issue.

  Business Response

  Date: 04/10/2025

  Thank you for bringing this concern to our attention. A member of the ***************************** has contacted the customer to assist them with their cancellation. We sincerely apologize for any inconvenience. 

  Thank you. 

• Initial Complaint

  Date:12/27/2024

  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 a 2013 **** Fusion from Autonation **** of St. Petersburg on 11/18/23. (****** miles) Six months later, there was a with a low coolant warning. Adding coolant resolved it. Months later the low oil pressure warning, shortly after an oil change. Three weeks ago, the low oil pressure warning returned. Last Thursday the check engine light and the engine made loud knocking sounds. On Monday, I attempted to take vehicle for servicing, and the engine locked. The vehicle was towed to the servicing center at 96k miles. Days later I received a text that the engine and battery needed replacing. I sent a copy of my vehicle protection plan, ($3812.00 for ****** miles). I received a call requesting service records prior to proceeding. The managers were accusatory asking about possible storm damage, and "infrequent oil changes." When I did not agree, and complained about being sold a car with pre-existing engine issues, the manager said I could come and get my car if I didn't like it. They were interrogative & accusatory. They ruled out the possibility that they sold a used car with a defective engine. They would not take any accountability or work to resolve the matter? No loaner vehicle was offered, just a rental at my expense. Nation could not guarantee that the issue would be resolved. They failed to disclose whether the vehicle protection plan was through corporate or through a third party. I went to speak the manager in person. He was very smug, condescending, and stated that there was too much oil in the engine. It could have been caused by that, or through the engine burning too much oil. Nothing he said made sense. I asked to speak to GM ***** ***** and was told he was on vacation. They kept saying that they have photos and wait on the decision of the warranty company. It could take 48 hours. I am requesting that Autonation **** honor its vehicle protection plan and repair my vehicle in a timely fashion. They want to get out of their commitment.

  Business Response

  Date: 12/30/2024

  Customers concern has been submitted to his extended warranty company. We have not received and approval or denial as of today. We do not make the decision on if it is approved or denied.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22736609
  
  I am rejecting this response because:

  The Service Director, *** *******, refused hear my concerns and to take into consideration the various recalls associated with the vehicle, which were concealed by the CFS Manager, ***** **** at purchase time. The company concealed recall information. By stating that the used car passed inspection before selling, ******* immediately ruled out the possibility of a defective engine: low coolant level after ***** miles, low oil pressure every ***** miles, rough running, engine overeating, oil leaking, rattling noises from the engine. AutoNation's Ford's  *** *******, the service director's accusatory, bullying, and interrogative tactics reflects AutoNation's **** refusal to repair a covered vehicle under warranty, and their intentions of getting out of honoring a biding contract put in place as a safeguard against such defects up to ****** miles. The company neglected to fix various engine problems that existed at the purchase of the vehicle. They refused to provide a loaner vehicle in order to make the process challenging to the consumer, and beneficial on their end, despite the fact that they have possessed my vehicle for one week with only one text message in communication-no decision made as of 12/30. I was told by a manager that the lemon law doesn't apply to used vehicles. The concealment of the car's recall history placed me in extreme danger, which according to the ********************************************** is not only unethical but illegal. The companies unwillingness to provide me with an invoice and diagnosis breakdown (One text stating that it needs a battery and an engine) prior to submitting documentation to the warranty company indicates that they are unwilling to work towards an amicable solution. At no time did AutoNation **** create a line of transparent line of communication between the customer and the warranty company. They are attempting to protect the interest of themselves and the warranty company. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/02/2025

  We were able to get the warranty company to cover the cost of the repair.

   

  Customer Answer

  Date: 01/03/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/26/2024

  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.

  Purchased a used ************* from *********** **** with a misaligned driver's side front bumper. We said we would not buy the car unless it was properly attached. After waiting several hours, the sales person said the bumper had been removed and properly attached. Soon after, we noticed zip ties under the wheel well and asked **************************** who gave us a detailed inspection requiring over $4000. The right front wheel rim had been cracked and welded and had an additional crack causing the right front tire to lose air. ******** of Sarasota advised that welded rims were a safety issue and should be replaced. *********** **** agreed to have their collision center made needed repairs made. **************** took the car for over a week and declared it had been repaired. An independent inspection at a local European car shop indicated almost nothing had been Actually done. We want the undisclosed damage completely repairer by *********** at their expense. Email chain and documentation attached.

  Business Response

  Date: 12/11/2024

  Thank you for your follow-up and chance to help Mr. ************* We are sorry for the issues with the Pre-owned Mercedes and we are happy to address the bumper and bent wheel concern.  We will need the vehicle at our location for approximately one week, to properly repair both concerns (Bumper and Bent Wheel).  We will be replacing the bumper and wheel during this visit.

  Thank you 

   

   

  Customer Answer

  Date: 12/16/2024

   
  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, pending actual completion of the work, which will take over a week. I dropped the car off for service today.

  I appreciate *********** ****'s assistance in this matter; I regret having to follow legal channels, though.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We test drove a Jeep Sunday to replace a flooded vehicle from the hurricanes. The salesman-*****-told us it had been traded in prior to the second storm and hadnt been inspected. We test drove it and everything seemed fine, it drove great and was in excellent condition so we started the paperwork to purchase it with the understanding the inspection and oil change would be completed when they opened Monday AM. The dealership lost internet and the paperwork couldnt be completed. ***** sent us home and said hed let us know when it was back up, they put a sold tag on it and said theyd call us. He called 30 minutes before closing and said just make an appointment tomorrow so we took a second day off work to finish this process since ***** guaranteed the inspection and oil change would be done at opening. We waited an hour for finance to call us back, meanwhile the Jeep never moved back to service. Finally **** ******** brings us back, tells us all about the additional coverages we had available, we denied everything and wrote the check, completed the title and registration transfer paperwork, I added it to our insurance, everything was done except the inspection and oil change.. ***** told us hed get it in ****, we informed him we needed it by closing and he swore it would be done. It wasnt. Now were on day 3 of my husband taking off work to deal with this. We noticed after we left on Monday that **** had slipped in an addition appearance protection package into our contract for $700 which wed expressly denied. Tuesday we got to the dealership only for ***** to say oh I have bad news we cant sell that Jeep lets go find you something else and thought wed just go along with this! When we stated we wanted a full refund and to cancel the contract altogether they were shocked! They couldnt cancel the check for at least 30 days so we stopped the check for $35 fee to our bank. Friday their check processing company called to ask why we stopped payment.

  Business Response

  Date: 11/09/2024

  Thank you for the opportunity to respond and we apologize for the delay...  We regret the Jeep did not pass inspection; however, we do the inspection process to avoid selling a vehicle that is not safe and/or will cause problems for the Guest down the road.  The Guest stopped payment on the check so there is no refund required for this transaction.  

  Thank you 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22442795
  
  I am rejecting this response because:
  
  AutoNation sent me to collections after I paid the additional $35 fee to stop the check with my bank, as they said it would take 1 week to process the check and another 3 to refund it. They also didnt take the registration or title out of our names, so when I went to another dealership they couldnt transfer my tag, I had to pay for a third registration. 
  

  At this point its not about the Jeep, its the fact we did everything to purchase it and then they decided it couldnt be sold. Its cost me considerable time and money to be able to deal with all this, I still have to go to the *** and hope that theyve really cancelled everything out and it doesnt cost me anything else. I also have their screwup on my credit report for the next 7 years. Their business practices leave a lot to be desired. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/19/2024

  Thank you again for your follow-up...  We did not send the Guest to Collections, we use a *********************** for check processing and they started calls to the Guest when the Guest stopped payment on a processed check.  We notified the check company to stop their calls once we were notified by the Guest they stopped payment. Again, there is no refund due, as the Guest stopped payment on their check vs. allowing it to process and then receiving a refund. 

   

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a 2015 Jeep Wrangler on 1/26/23 from AutoNation **** in ***********, **. During the app for financing I was told that I would have to buy an extended warranty due to vehicle age in order to obtain financing. I agreed only because he told me I could cancel after the paperwork was finalized & get a refund for the $3963 warranty credited back to the loan. The finance rate was 16%. Signed and left. 30 days later get loan docs from ************** & noticed the rate had changed to *****% & an additional $1999 was added for a maint plan never discussed. I called & asked about it & was told we had agreed to it, we had not as this & the extended warranty literally ate up the entire $6000 I had put down. By their paperwork we bought a jeep for ********, put 6000 down & still owed ******** after all the ************* they added on. I immediately contacted them to cancel all of it, took several tries to get a call back. Was told I had to bring the vehicle in so they could see the vehicle and the mileage in order to cancel the warranty and maintenance plan. I drove down on April 8th and told them the reason for my visit. They had me fill out a piece of paper and sign it stating the mileage. They never even looked at the vehicle. They told me that they would enter in a request to cancel and refund the amounts back to the loan and that I would receive an email confirmation. Weeks went by & never received anything so I kept calling & never got any return calls so I went to the dealership again, don't remember exact date. Was told systems were down so they took my info & said someone would be in touch & then nothing again. I noticed they had a chat feature so I went on it & sent messages on July 26, 2024, was told someone would get back to me. Nothing again, sent messages again on Sept 12th & finally someone from corporate reached out to me a yr & a half later!! Now they want to base my refund off the current mileage and how long I've had the vehicle! I just want my money back

  Business Response

  Date: 10/22/2024

  Thank you for the chance to help and sorry for the delay.   We are happy to help with this cancellation; however, we will not be able to back date the cancellation to the original delivery date, over 1 1/2 years ago.   We will connect with our *********************** and confirm that proof of mileage and signed cancellation form was completed so they can process ASAP.  Once we confirm and determine what date will be used, we can try to help with anything further.  

  Thank you 

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22360398
  
  I am rejecting this response because:

  Thank you for your response but I'm not sure how you will determine this when the dealership was not doing their part after I did mine. I did not ask for it to be dated to time of vehicle delivery but I did go in person on April 8th of 2023 and brought the vehicle so they could get the mileage and as I stated previously they didn't even walk outside to look, they gave me the paper to fill out the information and sign and told me their system was down but they would enter it as soon as their system was back up and I would receive an email confirmation. Weeks went by and nothing so I tried calling for months to get an update and then finally went back to the dealership again but it was a Sunday so I couldn't get any answers. It wasn't easy to keep going to the dealership when I lived an hour away and run a business. And in regards to the maintenance plan, I never agreed to purchase that product. It just showed up on the loan after the fact. The warranty yes because I was told couldn't get loan approval without it and that I could cancel. I just want the money refunded. I never used either product and I don't even own the vehicle anymore.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/25/2024

  Type:Product 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.

  Refusing to honor warranty on two truck batteries originally replaced under warranty ********** batter comes with 36 month warranty that is not being honored

  Business Response

  Date: 10/02/2024

  The Batteries in question are unfortunately unable to be calmed under Ford warranty guidelines. Ford Warranty states parts and services can only be claimed by original purchaser of the product.

   

  The batteries that were replaced 2 years ago on the truck were paid for by the dealership as part customer satisfaction and were not able to be claimed under ford warranty.

  Batteries would have to be paid for by the customer since they do not have any warranty.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22335938
  
  I am rejecting this response because: I spoke with Ford motor company directly who confirmed the batteries has a 36 month warranty and simply suggested I take it to a different dealership. This transpired as hurricane Helene was approaching and I was left with no other option but to replace the defective batteries at my own cost. The only acceptable response/solution is a reimbursement for defective batteries installed by Autonation Ford.
  
  Sincerely,
  
  Dragan Damjanovic

  Business Response

  Date: 10/04/2024

  Please see highlighted paragraph. Warranty can only be claimed by Orginal purchaser. You did not pay for the batteries so therefor we can not claim them per Ford Warranty

• Initial Complaint

  Date:09/04/2024

  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.

  Bought a 2012 **** Fusion- repairs done halfass and no inspection done after to find transmission issues with related burning smell and no heat.Fusion transmissions years ********* are known for faulty transmissions yet wasn't fixed. Their negligence leaves me without a car for work and related health issues due to undue stress of costs/ issues as my car awaits repairs and approval for a free rental thats part of extended warranty. Had they fixed it correctly 1st time, this wouldn't have happened nor would I find HUGE 140+K mileage discrepancy when making service appointment. I feel ripped off like they're hiding something, don't trust them, and don't want car due to mental anguish they caused. I want a complete refund due to this distress.

  Business Response

  Date: 09/18/2024

  This has been resolved. Car has been traded in.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22236460
  
  I am rejecting this response because: I want a refund due to car not fixed properly and my time spent trying to resolve as well as my mental anguish.

  I had to spend money to get out of a lemon that was fraudulently and falsely sold with many red flags. The car was also misadvertised as ****** miles but Autonation ************* showed as 162K+ miles. Dealership is shady and not responsive with communicating.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/26/2024

  Type:Order 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 July/17/2024 I purchased a used vehicle. I paid in full by check. l made it very clear to the dealer that I did not want any additional products. When I got home a friend pointed out that there was a $365.00 charge for 5 future oil changes. I am 74 years old and they confused me. They told me because I am a veteran I was getting the 5 oil change service for only $22.00. When I called them they said there us nothing I could do at their dealership. I signed the contract because they told me it would be only $22. I have debt and would ne er have agreed to pay for such expensive service. I have not used the service and don't intend to. I just dint like the fact that they slipped it in the agreement without telling me the amount. I am very shook up about it and confused that they would take advantage of me. I'm old and easily confused. I feel that their finance department was deceptive and a bit slick. Please help me. There is no easy way to get to them for resolution. I do not have a computer or the knowledge needed to handle this alone. As a senior, I feel that they took advantage of me with a lot of fast talking.

  Business Response

  Date: 08/14/2024

  Thank you for your follow-up and chance to address ******************** concern.  We apologize for any confusion with ******************** purchase details and we are happy to assist with cancelling any products he does not want.  

  ******************** can call ************** or email *********************************************** to process the cancellation for a refund.  

  Thank you 

   

  Customer Answer

  Date: 08/16/2024

   
  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:05/17/2024

  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.

  **** Dealership is delaying the recall repair. Fixing the recalled roof bars has now taken 3 days and every day the dealership tells me it will take another day.I need my car back; please help.

  Business Response

  Date: 05/31/2024

  Car has been completed and returned to the customer.

• Initial Complaint

  Date:05/10/2024

  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 purchased a new **** Bronco from AutoNation Ford St. Petersburg on 3/23/24. The purchase of the vehicle included a new soft top for the Bronco valued at $2,600. Upon receipt of the vehicle the soft top was missing/not in the vehicle. The salesman (*******************) and General Manager (*********************) assured me they would ship the soft top directly to me address since I traveled down from *******, ******* to purchase the vehicle. I've sent 4 separate email messages to *** and ***** that have gone unanswered. That this point I've also submitted a compliant to **** and separately to the AutoNation customer service. The resolution to this would be to receive the soft top that was purchased with the vehicle as promised.

  Business Response

  Date: 05/10/2024

  Thank you for the notification and chance to respond to ************** with his Bronco Top Concern.  We do apologize for the delay with locating and sending the soft top to **************.  I was unaware of the delay until receiving a phone message on May 9th.  We did locate the top and it was shipped out 05/09/24,

  Thank you 

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