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:03/22/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/11/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:02/28/2024

  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 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

  Date: 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 Answer

  Date: 03/12/2024

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21362414
  
  I am rejecting this response because: I havent heard from the company
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/08/2024

  The management team has contacted the customer to discuss their concerns further. The customer's engine was already replaced and although it was purchased As-Is. The vehicle has high mileage and will require typical wear and tear repairs as time goes on. 

  Thank you. 

• Initial Complaint

  Date:02/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *****************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Autonation VW mall of Ga. I basically got charged for services and work done to my vehicle that should have been covered under the warranty on the vehicle and was informed by the service **** there that I would. Well its been 11 months now and I have not received any money back from them. It has been 11 months now. I have called numerous occasion and have been to the service **** to raise the issue. Still nothing. They will glad to take your money but totally will disregard your situation if they need to pay your back if they need to. Invoice # ******, amount $1018.17

  Business Response

  Date: 12/21/2023

  Thank you for bringing this concern to our attention. The customer has been in direct contact with the management team to discuss their concerns further. Both parties have agreed the customer needs to contact the ******************** dealership at which purchased the vehicle, as they performed the certification of the vehicle shortly before repairs were required. AutoNation Volkswagen Mall of Georgia completed all required and approved repairs for the vehicle when it was towed to their location. We understand this may be frustrating for the customer and apologize that we cannot provide more assistance in this matter. 

  Thank you. 

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used car from this dealership with full payment of $27000 on September, I didnt receive my formal title any plate for my car. The financial department or the salesman rejected to respond and I highly suspect that how can I drive a full payment car with a temporary plate forever?

  Business Response

  Date: 11/20/2023

  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 Answer

  Date: 11/20/2023

   
  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:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2023, I purchased a 2008 Jeep Wrangler Sahara. He has not put very many miles on the vehicle, and yet all we have had is trouble with this vehicle. It started with a check engine light coming on in August. The vehicle had a crack in the fuel tank and needed a new fuel hose. While we were working on a solution for this, the dash cluster gauge went bad. We took the vehicle to the Mall of Georgia Chrysler/Jeep dealership. It stayed with them for 6 weeks. They were only able to fix the cluster gauge because the fuel tank is on backorder. Since bringing the Jeep home, it has developed a new issue with the tipm and switches. We have already spent $3407.55 on the cluster, tipm, switches. and we are looking at $3000.00-$4000.00 in additional repairs assuming the Jeep only needs a fuel tank, fuel line, and tipm to be road worthy. At this time, it is not safe for my 16 son to drive.I feel like this vehicle was not inspected thoroughly insuring we were purchasing a vehicle that meets your standards at Autonation. We are very disappointed in this purchase and all the issues with the vehicle.

  Business Response

  Date: 11/01/2023

  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. 

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in on Friday, September 30th at 6 35 p.m. to test drive this vehicle after seeing it online. I ended up liking the car so I made a **** down payment on this vehicle, provided the required documentation and added it to my insurance as required. I took the car home on 9/30/2023 around 10 30 p.m. on Friday night and brought it back on Saturday (9/31/2023) around 2 pm because the check engine light came on and the car was stating damaged *********** not in vehicle. The service department looked at it and stated that they reset all of the codes. I took the car back home and ended up having to have it towed from Buckhead to your dealership on Saturday evening 9/31/2023 at 10 p.m. because it would not start at all. I had to pay an additional $99 because the distance from my home to your dealership was out of the range of free towing through the insurance company. I still have not gotten a call or notice from anyone as of today 10/4/2023 at 3 p.m. The car was towed in Saturday (9/31/2023) night at 10 pm with the key left in the garage drop box in the envelope with my name and number. When the finance company called to verify my information on Monday (10/2/2023)I informed them that the key was not in my possession. They asked me to call back when I am actually in possession of the car. I need someone to call and provide and update ASAP. My personal number is ************ and my work cell is ************. Message from Manager: *************************************> wrote: I would be highly upset if I was in your shoes. We as a dealership have completely mishandled this situation and there is no excuse for the customer service you have received. I know we have not demonstrated it to you but we aim to give everyone a peerless experience. We would like to retain your business, I have instructed my service department to make it a top priority. I have my service director and manager on this email chain as well. General Sales Manager Volkswagen Mall of Georgia Office ************

  Business Response

  Date: 10/11/2023

  Thank you for bringing this concern to our attention. The management team has met with the customer to listen to and address their concerns. The customer has communicated that they are satisfied with the result of the meeting. 

  Thank you. 

• Initial Complaint

  Date:09/06/2023

  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.

  I purchased a pre-owned ****** Altima from AutoNation on Aug. 19, 2023. During the test drive, the vehicle showed no issues whatsoever as far as performance and noise. As soon as the vehicle was delivered on Aug. 21, 2023, I noticed a clunking noise coming from the front left strut. A couple of days later, I noticed the brakes squeaking loudly when driving and grinding very heavily while in reverse. I waited a couple more days to see if this would improve due to the fact that it had been raining heavily and I thought the issues could be blamed on that. By the time I emailed the salesman I had worked with, the 5-day or 250-mile stipulation had ended. He insinuated that the bad brakes were a result of the rain, despite my describing the issue to him. Based on the CarFax report posted by the dealership, I was led to believe these brakes were newly installed. But it seems to be the case that they are worn out, rusted, or otherwise installed improperly and were sold to me in that condition. The problems are so obvious and noisy that I'm afraid to drive it to **** where I need to have it registered. AutoNation has refused to take any responsibility for delivering me a vehicle that somehow became in questionable condition from the time I purchased it to the time it was in my possession.

  Business Response

  Date: 09/14/2023

  Thank you for bringing this concern to our attention. The issue has since been fixed by the dealership and the concern is resolved. 

  Thank you.

  Customer Answer

  Date: 09/14/2023

   
  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:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23rd, 2023 I purchased a car. As of May 25,2023, I still do not have a car tag due to negligence from the dealership. The tag office confirmed the title paperwork is still incomplete today. When my temporary car tag was about to expire, they made no attempt to assist in extending the car tag. They are very dismissive when I reached out for assistance, and have stopped responding all together. First, I was unable to extend the temporary car tag because there was no emissions test on file. I advised the dealership via email with no response. No apology or plan of action on rectifying the situation either. According to cleanairforce.com, a used car is not supposed to be sold without an emissions test in Gwinnett county. I had to take care of the emissions test, and make a second trip to the tag office. After multiple trips and phone calls to the tag office, I was advised my tag can be extended to 6/6 and no further extensions will be granted after that date. The tag office also advised me that the reason the tag is not released is because the dealership has no completed paperwork on their end. Why are they selling cars without clean titles, and without emissions testing? I verified the title status and there is an electronic lien on this VIN (two months after it was sold to a new owner). Failure to get me my tag means I will have no transportation after 6/7/23. This is a very serious matter. I would like to be compensated for the emissions test, gas for making multiple trips to the tag office (and the dealership), and most importantly I would like my car tag. If this cannot be done by the time the temporary tag extension expires, then they should take the car back at no expense to me. As they sold a car without a clean title and could not get it taken care of in over 2 months.

  Business Response

  Date: 05/30/2023

  Thank you for bringing this concern to our attention. We have been in direct communication with the customer regarding their concerns and have come to a resolution.