ComplaintsforAutonation Volkswagen Mall of Georgia

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I'm writing to file a complaint against AutoNation Volkswagen Mall of Georgia located in ****** Georgia. I took ** 2012 VW Routan for an oil change on July 19, 2024. Before I left I asked the Mr. ******** the advisor, if everything was ok with ** van. He said no need to do anythings since everything is good with the van. When I drove away with ** vehicle after the oil change, I noticed the check engine light come on, so I called and talked to *******. He asked me to bring the car **** in. Upon checking the vehicle, they said that the gasket on the oil filter was not installed properly by the technician; however, they will fix the issue. After using the car for a couple of days I noticed that the van was leaking oil onto ** garage floor. I reached out to *****, the service manager, he said he would have the car looked at. He never returned ** calls, so I contacted the general manager, ***** *****. He was able to get ***** to get in touch with me. After several attempts and several ****-and-forth, I did get the van **** to me and they fixed the oil leak. A couple of days later the van started to leak some pink fluid so I reached out to *****. He said he would have the car brought in and looked at it again. ***** assured me that they would do whatever it takes to fix ** vehicle and not to worry. After they fix the leak they return the to me. a few days later, pink fluid is still leaking. This time when they take the van in ***** is saying that it's a completely different issue and the repair is going to cost $2,200. I tried reaching out to *****, but after several attempts, I found out that he no longer works at the dealership. ***** called me on September 3 and said that he needed his loaner car **** and there was nothing that he could do with ** van on September 4, ***** picked up the loaner car and gave me ** van **** without the repairs being completed.

  Business response

  09/16/2024

  Thank you for bringing this concern to our attention. Initially, there was some fluid that was not draining properly from the intake valley area and there was a second leak relating to the transmission pan gasket. Although the leaks were not connected with the oil change, the management team repaired the leaks at no cost to the customer for their convenience. The vehicle returned weeks later with an oil filter housing leak which is not due to the oil change, so the customer was provided a quote for repair costs. 

  Thank you. 

  Customer response

  09/18/2024

   
  Complaint: 22262070
  
  I am rejecting this response because:

  I'm not the only one having this issue with the service department at AutoNation VW. All these problems stated after the van came back from the oil change. Your general manager had given me his words that you all will take care of all the repair. 

  Still waiting for the refund for the Oil Change. Fuel payment for returning my van empty. on top off all this on  9/11/2024 I got charged $30.90 on my credit card, not sure why. The repair on my van is still pending . I'm requesting you do to the needful and keep your promise. 

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

  Business response

  09/25/2024

  The service department completed repairs for two leaks that was not connected to the oil change, for the convenience of the customer. After a few weeks, the customer returned concerning another leak that was connected to the oil filter housing. As it is an older vehicle, it is common that repairs are needed as time goes on. To assist the customer further, the management team reduced the price of repairs; however, this offer was declined by the customer. 

  Thank you. 

  Customer response

  10/03/2024

   
  Complaint: 22262070
  
  I am rejecting this response because:
  

  Despite my repeated attempts to get in touch with the general manager. I have been leaving at least 3 messages daily for almost 2 weeks. Finally I did get a call back from ******************* the general manager, on September 29th. He told me that he will looking in to the matter and call back. As of today he has not called me back. I have left several messages for him.
  
  My Routan is still leaking the pink fluid. I was told that I would get a refund for the oil change, I never got any refund but I was charge $30.90 on my credit card. I can't get anyone in the dealership to tell me what I was charged for.
  
  I'm not sure if an oil change was done on the van, because for over a week now I've been getting the change oil warring light on the van. 
  
  This has not been resolved. I believe AutoNation has failed to prove adequate repairs, not stood behind their work. I would like to request your assistance in resolving this matter. Specifically, I want my van fixed, provide me refund for the oil change and the $30.90 charge. 
  Sincerely,
  
  **** **********

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 8, 2024 an unauthorized hard pull was completed by this dealership on my credit report. I was told by the General Manager *********************** he would send the dispute form the reverse the unauthorized hard pull from the 3 credit bureaus. ***** did not follow through with this request. Additionally, I was extended credit and sent the terms of the credit extended to me by the Finance Associate *********************. Once I requested a reversal of the hard pull I was then sent a letter of denying me credit. I want a full reversal and my very good credit restored.

  Business response

  09/06/2024

  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

  09/12/2024

   
  Complaint: 22220541
  
  I am rejecting this response because:

  I have not received a response from the General Manager *********************** on how he plans to correct his mistake. 
  
  Sincerely,
  
  *****************************

  Business response

  09/13/2024

  Although the customer signed and authorized documentation to allow the dealership to run their credit, the management team contacted an analyst to request they be removed as requested. Unfortunately, the analyst was unable to remove the inquiries. We are unable to assist the customer further. 

  Thank you. 

  Customer response

  09/13/2024

   
  Complaint: 22220541
  
  I am rejecting this response because:

  Keep trying until you are successful in deleting the hard inquiries. I have contacted the credit bureaus and I have been informed by the agents at Experian and *********** that you need to send a delete inquiry form to each of the bureaus. 

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11th I bought a 2019 Jeep Cherokee Trail Hawk 3 days later, on May 14th I returned the Jeep, because the *********** light came on. I asked the Sales **** who sold me the Jeep if I could return it and he said "no its too late" without even looking at the Jeep.I called the dealer on the 15th to find out what was wrong with the Jeep. They informed me that it needs a new Transfer case. I asked if it was covered under the 90-day warranty, and they said it was. It took 11 weeks for AutoNation ** to replace the transfer case. After trying the first 2 replacement they tell me that they were broken, they will install a new transfer case. a week later they call to inform me that it is ready for pick up. I drove it home and the light came back on, and they said to bring it back. When I returned, they said the tires are after market and the software will need to be updated.The next week I went to pick it up the next day the light came back on. I took it to a local **** dealer. where I was informed several days later that ** installed a junk yard transfer case after ** told me they installed a new transfer case. I have asked the Managers at ** if they will cover the cost of replacing the transfer case. They said that they will not cover the cost and now I'm stuck with a vehicle I cannot drive. I have been making monthly payment on a vehicle that has been sitting on ****************** lots since May 14th, today is August 26th.

  Business response

  08/30/2024

  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

  08/30/2024

  I don't see the response from AutoNation VW!

  Business response

  09/04/2024

  The management team is in direct contact with the customer to schedule a service appointment to inspect the vehicle and have agreed to cover the cost of a new transfer case. Unfortunately, the unit is on back order and the repair will be completed as soon as possible. 

  Thank you. 

  Customer response

  09/09/2024

   
  Complaint: 22199620
  
  I am rejecting this response because:

  I've been trying to reach anyone on the management team to talk about my Jeep and leaving messages, both as voicemails and with the receptionist on the phone but nobody has called me back. When I dropped off my Jeep, the Service Manager ***** wouldn't even come out of his office to talk to me. According to the warranty a vehicle is to be provided to me, and one wasn't provided. I'm having difficulty with having to use family members vehicles due to their medical conditions from cancer recovery treatment and other disabilities including my wife's wheelchair van which she has to have.

  ***** at the **** dealership said that they were able to locate a new transfer case at other Jeep Dealerships in less than a day. Maybe that's who the management team at ** needs to call. I would like a timeframe of when my Jeep will be ready. Will it be weeks or months? September 14th will be 4 months how much longer do I have to wait to get the Jeep, that I'm making payments on, back?

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

  Business response

  09/16/2024

  The management team provided an update regarding the completion of repairs and will refund the customer for their previous repair costs. 

  Thank you.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am seeking a repair to my 2019 VW Atlas that was promised to be covered under warranty by AutoNation Volkswagen. We took our vehicle into the dealership May 2024 and the dealership kept it for over 7 days to evaluate the necessary repairs. Their conclusion after they told us the thoroughly inspected the car was it needed a new camera that was located in the rearview mirror area. This part controls the adaptive cruise control and crash detection. Nearly 3 months later we had yet to hear from the dealership despite several calls to get a status update on the back ordered part. We finally took in on Aug 7 for the repair. The dealership then told us they would not fulfill their promise and repair because the windshield was not OEM. That was news to me. We have always taken our vehicle to an authorized dealer for ANY major repair. Granted oil changes we take to a local oil change retailer. When asking why the repair would not be covered the service manager and GM both said "Because of the duration between visits to a VW dealer the car was probably repaired else where". We have ALL receipts for any major repair and doesn't that speak to the quality of the vehicle? Then they both accused me of being a liar. They accused me of only bringing them my problems (their a service center?). When I spoke to the General Manager, *********************** me also accused me of being a liar and I quote "I don't appreciate someone ******* on my leg and telling me it's raining". After three days, and several unanswered phone calls to the service department and ***********************, I went to retrieve my car. Upon arriving I was told it was not fixed. When I visited ***** at the dealership he immediately started yelling at me, used foul language and told me the world does not revolve around me and he had personal issues that were more important. All I was trying to do was get my car repaired as promised by the dealership. I don't deserve to be spoken to with foul vulgar language and insulted.

  Business response

  08/16/2024

  Thank you for bringing this concern to our attention. Unfortunately, it was discovered that wires were pinched during a previous repair completed in ***** before the customer moved to town. This prevented the repair from being covered by their warranty. After the customer was informed, the customer was unhappy and had some choice words for the dealership staff. The customer was then asked to leave the premises. As a result, we will be unable to assist the customer. 

  Thank you. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new VW Atlas SE W/Tech in 04/06/2024 I received it with 78 miles on it, Dealership said it was 25 as per the paperwork.I found a previous registration form for the same VIN of 01/23/2024 inside the glove compartment.Car was delivered completely dirty, like used (What makes more sense about the mileage)Salesman showed me the "my VW App" and insisted to setup at home, so I tried for 2 days, I reported it was not successful, I called VW and they found the car is offline because it's locked by the previous user, so I took the car to the dealer two times, and after more than 9 hours waiting the car is still offline, system is not working and as a result: I supposed to receive a full brand-new car, but it was not what happened. After one month the issue has not solved yet.

  Business response

  05/02/2024

  Contacted customer and working to resolve outstanding issues. 

  Customer response

  05/07/2024

   
  Complaint: 21652896
  
  I am rejecting this response because: for the third time and wasting more than 19 hours of my time (during the three times I went there) waiting at AutoNation VW Mall Of Georgia for the interventions the part was replaced, vehicle worked for a while but after a couple of minutes the issue came again, which means the issue with the car has not solved yet.

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

  Business response

  05/10/2024

  We are still going through the process recommended by the manufacturer for this resolution. The customer is correct the module we replaced did not fix the issue. The customer is in a loaner car and we are working to resolve the issue with the manufacturer. 

  Customer response

  05/16/2024

   
  Complaint: 21652896
  
  I am rejecting this response because: for the fourth time the vehicle is being repaired at VW Mall of Georgia shop, this time the car had been there the last 7 days and the issue has not solved yet.

  As per my previous messages and attachments I'd like to escalate the case with authorities or VW America because I understand a vehicle can come with issues from factory, but after 4 rounds without a solution, this particular vehicle (VIN) must be replaced and I'd like to claim for a compensation because I spent more than 20 hours waiting at the shop, back and forth, taking time of my PTO at work to attend their appointments, I had to gave part of my vacation time trying to solve this, that's not fair and unacceptable.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16th I thought I purchased a 2018 VW Tiguan. Three weeks later ******* in finance called me and told me the bank never approved my loan so I would need to bring $1000 more or return the vehicle. How could this be when I spoke to the bank and did a wholewelcome call. Before she called I had been trying to reach them because I didn't receive any paperwork. They assured me it was on the way. She also assured me my loan was approved before I even left the dealership. I told her they would need to find me another vehicle and the triedto offer my vehicles that were not up to par. Weeks later I'm receiving all these letters from banks where she has ran my credit over and over again and even put a co applicant without my permission and I don't even know who that person is. How does this even happen because it just sounds like a scam to me. Now I don't have a vehicle because I had to take that one back and I had already let my old vehicle go because they told me I was approved. I am furious over this situation and something needs to be done. This has never happened to me before and they made my experience at a dealership terrible to say the least. Within that month a lot of functions stopped working as well. It was a very rushed job to get money and it is very sad!!

  Business response

  04/01/2024

  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. 

  Customer response

  04/03/2024

   
  Complaint: 21482033
  
  I am rejecting this response because:
  I have been reaching out and no one answers the phone. I have also left a message for a call back or email
  Sincerely,
  
  *******************************

  Business response

  04/10/2024

  Unfortunately, during the credit check process, the customer's information was submitted to the lender resulting in a change to the approval terms, ultimately leading to the decline of the sale. We sincerely apologize for any inconvenience.

  Thank you. 

  Customer response

  04/12/2024

   
  Complaint: 21482033
  
  I am rejecting this response because: my issue was not only in regards to them telling me false information about already being approved. The bigger problem is they were sending my info along with adding a co signer that I never approved and I don't even know who the other person is. You cannot just make up false information and try to use it. What's more important is that other person probably has no idea they are using their info.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2003 Corvette from Auto Nation Volkswagen of Georgia on 20 Jan 24. This was an internet transaction with ********************* and ***** as my Sales personnel. Paid $600 to have car shipped to ******* after being assured that AutoNation utilizes excellent transporters. When car was received, I pointed out several damages to the passenger door and rear passenger side panel to the driver who stated no English. I immediately called ***** and sent photos and was told AutoNation was responsible for the delivery and would handle repairs. After several more calls with no answer or return text from *****, I called several times and asked to speak with the Sales manager. Each time it went to voice mail where I left an explanation of the issue and phone number to contact me. There has been no response.This was an internet sales and I have requested sever times to have the sales documents sent to me with AutoNation's representative's signature. This has gone unanswered also.I then contacted AutoNation customer relations by email and have followed up several times with no response.All Im asking is for AutoNation to make this right and repair the damages caused by their transporter.

  Business response

  03/29/2024

  Thank you for bringing this matter to our attention. The case is currently being reviewed. We will respond within 24 to 48 business hours.

  Thank you,

  Customer response

  03/29/2024

  2024-03-29:

  Receive a call from AutoNation Customer Relations, *********, today.  She requested additional information and stated she was going to contact the store's general manager.
  

  Requested following additional information:
  She thought damages were $600, I explained the $600 was what AutoNation charged me to have their carrier deliver the car.  I stated the amount of damage have not had an estimated. I have not driven car since delivery, it has been in garage since delivery.  Waiting on AutoNation response on what steps they want to take to have repairs completed. Car has been in garage since delivery. 
  Asked when last contact was:
  Stated when car was delivered sent pictures to ***** of damages, and he stated AutoNation would make it right.
  Stated have texted ***** since with no response. Called and asked for used car sales manager and always got voice mail,left messages with no call back.
  
  2024-03-29:
  Received call from ********************* Blue Horse Logistics Auto transport ************:
  Requested photos of damages and sent.  Received text back she was investigating.
  *******************************

  Should state my expectations is for the car to be repaired and that original pre-purchase video from dealership showed no damages. 
  

  Business response

  04/12/2024

  The customer has since spoken with the General Manager, who agreed to reimburse them as requested. Please see the attached check sent to the customer. We sincerely apologize for any inconvenience.

  Thank you. 

  Customer response

  04/18/2024

   
  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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What isnt the problem with my car? Had my bearings replaced at 9k miles on the vehicle which is rather odd and concerning on a brand new car. Since they replaced them my brakes had made embarrassingly loud issues. After that my car would have electronic issues where it would shut off while driving. All the electronics would turn black screen turned black and everything would turn back on. Took a back in until there was a software update. They need to be done. They put me in a rental car for four days and we dont update. Im not sure it was ever done. moving forward not even a year after I bought it and my transmission went into limp mode one day I was driving and luckily I made it home by then every light on the dash was on. Got home put it in park and it wouldnt cut off. it was recognizing it was in park, but it was not cutting off or vice versa to dealership had it towed first they said it needed a relay so they replaced the relay, so how did the same issue so then they tell me needed gear shifter because I spilt something on it which is crazy because the gear shifter is sealed off and it would have to get perfuse amount of fluid in in order to fry a gear shifter. I end up going back-and-forth with them so I can care who is useless also and I ultimately had to pay for the repairs and they werent covered under warranty.also they tried to sell me on a lifetime battery which comes with the bar trying to tell me the gear shifter fried it ultimately that became a lie because the technician pulled up and told me it was just unhooked that cable was not plugged in since then had several instances where my car has all the lights on dash come on. to the point where I cant even take my car to get serviced where I bought it anymore so what am I suppose to do? Service manager lied multiple lies in writing and cant get ahold of the *** Beyond unprofessional they cant even keep staff. Their constant technician is the new service advisors.

  Business response

  03/12/2024

  we strive to achieve the highest quality of service experience with every guest. **************** has accused us on numerous occasions of not being truthful and we have provided all of the documentations stating as such. we informed *************** of the issue with her shifter being contaminated with makeup and liquid substances. **************** stated that she cleaned the makeup spill and other substances away from the console assembly and she was not understanding why there were makeup products there again. we explained to **************** that she would not have access to this area and this compartment needs to be removed in order to be seen thus she would not have the ability to clean the residue that spilled around the console and made it's way down to the shifter assembly. **************** then tried to persuade us to commit warranty fraud by covering an item that failed due to outside influence per warranty guidelines. we attempted to contact **************** on numerous occasions and she refused to engage in any dialogue with the management staff in the service department but continued to be very unprofessional to the rest of the staff. **************** brought her vehicle for the last time in August where we recommended tires for her vehicle needs and she refused to perform the repairs and asked the tires to be covered under warranty even though they are a wear component. we made the decision that we were no longer meeting ******************** level of service and have asked her to seek service repairs with other VW centers and hoping that they will establish a better relationship with ****************.  

  Customer response

  03/13/2024

  This complaint is nothing to do with the gear shifter. I moved on passed that point .. Although the dealership even then Threw several parts, in my car, only come with another diagnostic, and nobody telling me the same story. I never once ask them to commit warranty fraud knowing that I work in his industry I would know better than that. All I asked was that they help me financially get it taken care of because I didnt have $1700 never asked them to submit it to Volkswagen for warranty. Only asked why it wasnt covered. I took went to dealership and took photos of car apart.. make up power. Yes but I sticky residue anywhere around the gear shifter. Nor had I spilt anything. I would know bc it would take a very large amount: I opened up a case against them prior to that because of my bearing and tires wearing.  in my other electrical issues and the prior issues. My gearshift was going bad after the fact. and Im still having electrical issues and prior issues. This electronic power control module head unit and it has since the day I got it.  the electrical problems relay back to the *** unit. This dealership has bashed me to other dealerships so I cant even go get my car serviced because they have to cover their lies , *** contacted them multiple times respectfully and both upset and never got a response even when I was being respectful that is when I became very upset and cross the line but I dont regret it when I was lied to, and talk to disrespectfully the manager himself I have a trail of all of these emails. This complaint isnt filed about the fact of the gear shifter complaint is filed by the fact I cant even get my car serviced anywhere and Im continuing to have issues that Ive had to go buy an extended warranty on top of paying a car payment on a Nothing but issues and no service department to help me Ive wasted mileage, not being able to take it into service department and get any of these issues resolved due to negligence on their behalf they got caught up in their own lies and Negligence that is why they didnt want me to come back, not even for an oil change. Yeah, their BBV department called me literally yesterday and asked to schedule my maintenance but I told her shed have to talk to her manager cause I wasnt allowed to come there anymore. Theres not one within a reasonable distance for me to get service anywhere else, so why am I paying for this car? I cant even get it taken care of. Currently riding around with the chicken engine light on amongst others and I even got my oil change done already and it still says oil change to on and off. Im tired of these warning lights. Im tired of the fear of driving my own vehicle. Its only a year and a half old That I paid over $50,000 for. I do have documentation of several lies from the dealerships like of selling me on the battery that apparently fried during the gearshift repairs, only to find out upon pick up after I declined the battery. Technician just said that it had been unplugged the whole time which meant they also never took it on the test drive to hear the bearing noises so they lied to me about the battery and they lied to me about the test drives the car never left the parking lot, the gear shifter had to be replaced in the battery was unhooked when theyve been able to it cause I picked it up it was unplugged . My car is having the same issues somewhat but worse at times it wont cut off other times it wont cut on. This is a known common issue with Volkswagen Atlass Amongst all the other issues that I see in forums and all service bulletins, its not like Im the only person having issues not to mention the brakes have not been the Since the bearings were replaced, and make a loud obnoxious and bigger noise. I have several internal documents showing negligence on my car and lack of care. ****** down to they just dont want to take care of my car and due to this negligence and me having further issues Im not gonna continue to pay on a car payment with. I cant even run my car without the ring check engine light or some other freaking warning light on constantly. I bought the car from the dealership there. I should be able to take it back. I have been very respectful upon picking up my car. Ive even taken it back to get air filters change and paid full price and tipped the service advisor so they cant say its like Ive been nasty the whole time but Ive been nasty because I had to get Nasty due to their unprofessional behavior. Due to document attachment limits, I could not attach everything however, I have paper trails of everything including conversations of the lies, etc. or me making multiple points of contact out to them reaching out to them for help and then neglecting it prior to these issues

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

  Business response

  03/20/2024

  As previously stated in the initial response, the customer has made multiple accusations against the dealership although documentation has been provided that indicate that the customer was informed of all vehicle issues and options to resolve them. Please reference complaint # ******** from the customer that has been since closed. Although all actions were taken to attempt to achieve the highest quality of customer service for the customer, the management team has determined that the dealership's efforts are not meeting the customer's expectations and feel another dealership may better fit their needs.

  Thank you. 

  Customer response

  03/22/2024

   
  Complaint: 21419231
  
  I am rejecting this response because: due to neglect on the failure to respond even on prior issues before gear shifter. The last photos is of my dash currently. Driving around unsafe. Autonation has taken it to the point of slandering me so that cant even get it serviced at another dealer which is almost 50k miles from my house. This thing has been a non stop issues and needs a head unit likely: it has since the beginning. ** Ive had or taken it to service more than 4 times for electrical problems not including gear shifter . Please see link below for pictures as I cannot share on here for some reason. One photo is of my car currently . Has nothing to do with the gear shifter incident. This is completely separate and I still cant even get it serviced so here I am driving around just like this.
  

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

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a 2014 Vw Jetta se in November 2023. After having heating issues and a leak it was fixed and i finally got to drive my car so I thought. My motor started knocking 2 1/2 months later I expect this from a buy here pay here not a well known dealership. My mechanic also discovered the car hadnt had a tuneup in several years. This is unacceptable . I bought a vehicle ?? here expecting it to be a great vehicle. ******** told me it was a great vehicle and all that was wrong with the car was the rips in the leather. I was assured several times.

  Business response

  03/11/2024

  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. 

  Customer response

  03/12/2024

   
  Complaint: 21362414
  
  I am rejecting this response because:
  The business is doing anything to resolve this issue
  Sincerely,
  
  *************************

  Business response

  03/12/2024

  We are sympathetic to our customer for having to go through this experience. We do everything we can to ensure a quality product/experience for our customers. This car was inspected by one of our *************** and addressed every concern the car had while in our possession. We have attached copied of RO's. We will help our customer with some trade assist or help on cost of repairs. 

  Customer response

  03/19/2024

   
  Complaint: 21362414
  
  I am rejecting this response because:
  I need the vehicle repaired completely and correctly all cost absorbed by business, I would also need my vehicle towed to the business its way out of my vicinity. Also a rental while the vehicle is repaired all cost absorbed by business. Since I have already paid several hundreds of dollars borrowing vehicles to get to work. I have also missed several days of work due to this unfortunate mishap. 

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

  Business response

  03/20/2024

  We will stand by our offer to assist. We will not cover the whole repair as the car was in her possession for more than 2 months. We have attempted to call the customer, but her voicemail box is full, and cannot reach her. 

  Customer response

  03/25/2024

   
  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.
  

  The general manager and I have come to a resolution emails are attached 
  
  Sincerely,
  
  *************************

  Customer response

  09/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: Business failed to fix my vehicle correctly my vehicle is still exhibiting the same issues my complaint #********. What can I do the dealership said it would help me and the repairs were done yet the vehicle isnt road ready.  I have several emails where they cannot make up their mind on the persistent issue the vehicle has. They failed several times to determine the cause of the issues Sent from my iPhone
  
  Sincerely,
  
  ******* *****

  Business response

  09/17/2024

  The management team spoke with the customer again approximately 10 days ago regarding their concerns and the customer was satisfied with the results. 

  Thank you. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary of Incident 1) On 01/22 (Monday) morning, I gave my 2013 Passat for a repair from AutoNation, and ***** (manager) and **** (staff) quoted me for $760 (+ tax) for the same-day service. 2) On 01/22 afternoon, they messaged me that they don't have a part to fix my car, and they said they are expected the part to arrive the next day, 01/23 (Tuesday). 3) On 01/23 afternoon, they messaged they don't have a part still and that we have to wait. From 01/23-01/25, they messaged us telling that they don't have a part yet.4) On 01/26 (Friday), they finally got the part for my car and messaged us that they are going to charge us $2,340.08 for the final price. I told them the initial quote I got + I texted them upfront, stating if their service cost exceeded $1300 after evaluating my car, I'd seek it elsewhere. But they insisted that if I want my car back, I would have to pay $2,340.08 in full. 5) Few weeks later, I confronted them again saying that I want my refund, but ***** and **** saying that they called me and my son to tell us that in prior to the repair that they told us we had an option to tow our car to the other location but we NEVER got the call from them or any information regarding towing service. I asked them for proof of document such as message or call log stating that they called and told us, but they failed to provide those documents. Date of Transaction: 01/26 Paid Amount: $2,340.08 Proposed Solution: Full/Partial Refund

  Business response

  02/28/2024

  Please the complete text thread. There is a 6th attachment that we cannot attach due to the *** of 5 attachments 

  Originally we received his vehicle in on agreed price of $760+tax to do the heater core replacement. After removing the corroded heater core we noticed the heater core and the heater core receiver/return lines to the engine were corroded to the degree that would not allow us to perform the necessary repairs. We advised ********** that the vehicle needed additional repairs in order for it to be operated again. Upon notifying ********** of such needed repair he challenged the repairs and wanted to pick up his vehicle. We advised ********** that he could not drive his vehicle due to the car being torn down and it would potentially cause greater damage. We reduced the price by over a $1000 to assist ********** to perform this repair and contrary to the complaint we were waiting on the authorization for us to complete the repair. the only part delay was us trying to get different heater cores to see if it would seal against the lines prior to us recommending the lines. We strived to make this as cost efficient as we could prior to us recommending the lines to be replaced. I have attached time stamps of us notifying the guest of the situation, advising them that they could not drive the vehicle and lastly waiting for an authorization. 

  Customer response

  02/28/2024

   
  Complaint: 21359310
  
  I am rejecting this response because:

  1) There are couple of major flaws in AutoNation's response. As you can see from an attachment response, I never agreed to pay no more than $800 for the repair at the beginning (because that's what they quoted us for), and when we tried to take the car out when they notified us that the repair was going to be $2340.08, all they said was "Okay, we cannot release car until payment". The only reason I agreed for them to do the service was because they NEVER gave me an option to take my car out before the repair. They were holding onto my car in an un-drivable condition and demanding that I should consent to proceed with the work. 

  2) The manager keeps insisting that he called us and gave us an option to tow our car before the service happened, but we NEVER got the call nor text from him. The only thing we could do was consent to their service and proceed with the repair because that was the only option he gave us. Plus, he did not give us $1000 discount as you can see from the invoice nor he ever talked to us about it. 
  
  Sincerely,
  
  *****************

  Business response

  03/07/2024

  Our records indicate that the service department and management team has followed the appropriate process of contacting the customer, along with their sons who wished to be included, with each step of the process. The customer was advised that the vehicle was not drivable and would require a tow if they would like to move it but were not advised that they could not take possession of the vehicle. The customer approved the required repairs which were then completed resulting in the final bill. 

  Thank you. 

   

  Customer response

  03/08/2024

   
  Complaint: 21359310
  
  I am rejecting this response because (1) as I said in the previous message, we NEVER got an option to tow our car. The manager keeps insisting that he called us and gave us an option to tow our car before the service happened, but we NEVER got the information from him.

  (2) You said "Our records indicate.. would require a tow if they would like to move..." then, could you please share your record if you have an evidence of you saying to us that we can tow our car? 

  (3) The only reason why we approved the required repairs was because that was the ONLY option we had at the time. We were NEVER informed an option to tow our car. Please consult with your staff or manager if they have a RECORD or EVIDENCE that they told us we had an option to tow our car. 
  

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

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