Complaints

This profile includes complaints for AutoNation Honda Thornton Road's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoNation Honda Thornton Road

  1979 Thornton Rd Lithia Springs, GA 30122-2633

• 

  AutoNation Honda Thornton Road

  1975 Thornton Road Lithia Springs, GA 30122

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:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 6, 2025, I took my 2020 Honda Civic to AutoNation Honda on Thornton Road to get a wheel alignment. Upon "completion" of the wheel alignment, the service advisor (******* *****) provided me with an invoice #******. The following day, Friday March 7th. I got into my vehicle and shortly upon driving the low-pressure sensor came on. I drove my vehicle to a gas station to attempt to put air into my tires. I have a portable tire air filler. According to the machine my two tires on the passenger side were below the necessary air pressure. About two days later, the low-pressure sensor came back on and again I put air into the same two tires. I reached out to the AutoNation Honda on Wednesday, March 12th multiple times but no one returned my phone call. So, I drove up to the dealership after I got off work. Let me point out, I work a hybrid schedule. I work from home three days out the week and I only reside approximately four miles from the dealership. When I got up to the dealership, the same service advisor (******* *****) was there. So, I explained the issues I was having and handed her my invoice to point out some verbiage on the invoice. Prior to getting the wheel alignment I had no issues with my tires. This was my first time going to AutoNation Honda on Thornton Road. The service advisor took my keys, and I waited about 15 minutes. The service advisor came back into the waiting area and informed me that a service technician had looked at my tires and there was nothing wrong and reset the low-pressure sensor. Unfortunately, the same sensor came back on the very next day. I don't believe they performed the wheel alignment, and I don't believe they looked at my tires when I went back to the dealership on March 12th. Now I have to take my vehicle to a tire shop to get it looked at despite not having tire issues before taking in my vehicle to be serviced.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and I purchased a Jeep Grand Cherokee from this dealership in 2023. Within the first 6 months there were brake issues, radiator, brake lights, head light, small things which was replaced by my son. In 2024 the transmission is gone. Per warranty none of this is covered. My son called the seller who pretended he didn't remember my son nor the car. I contacted the seller, I was told to send all that was wrong with the vehicle, to seller ***** Threats, which I sent by email and phone message, no response. We had a diagnostic done thru Oxmore Jeep we were advised the total charge to fix the car would be over $5,000. This is when ******* warranty got involved and everything was denied. I then called to speak to a manager at AutoNation, was advised a call back. Never received that call back. The vehicle is at a stand still, not drivable. The vehivle haven't been driven going on two months. I would like some type of resolution and contact from the seller or the Company/manager.

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car with a credit transaction. I was approved for credit, signed the promissory and took the car home. Later I found out that I was a victim of "yo-yo financing" which apparently is a predatory lending transaction. The salesperson and sales managers of the dealership later harassed me, attempted to get a warrant for my arrest for theft and reported a false claim, ultimately resulting in my arrest. I spent 31 days falsely imprisoned in ******* car was impounded by Douglas County and subsequently taken by AutoNation Honda. Upon release, I contacted AutoNation and asked where was my car and was ignored.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -I purchased a vehicle December 10th 2024. - My partner co-signed with me on the vehicle but they made him the primary applicant against my wishes. THEY REGISTERED THE CAR IN HIS NAME WITHOUT MY PERMISSION!!-The vehicle was dirty when I picked up the car.-I gave them multiple chances to rectify this issue they did not. -The car windshield tint was lifting and had water stuck under the tint, they removed it and did not replace it.Then they removed the passenger tint against my wishes

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early 2023, oil drain plug falls out and have gotten multiple opinions (including from another Honda Dealership) that dealer negligence was the reason for that. The engine blew and Honda refused to take responsibility. We came to an agreement for a replacement engine that was installed ONE YEAR LATER in 2024. With a new engine and a 12k mile/12mo warranty on the engine, the turbocharger broke and now Honda is refusing to include it into the warranty despite the car engine not being able to produce power without the turbo. They have cost us too much time and money and expect us to pay everything out of our pockets instead of taking care of a valued customer. They also have different copies of receipts of the same repair with different prices and I am confused as to how they morally operate this way.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 10, 2024, I purchased a brand new 2024 Honda CRV Hybrid from this business. That same day, with the car salesman still in the vehicle, the rearview camera changed from color to black and white, and looked like it was on the *****. I asked him if that was normal, and he said no. After researching it, he told me I either needed a new rearview camera, or there is a problem with the wiring. I had him order me a new camera, and approximately a week and a half later, it was installed. However, as soon as I got home, the problem had not been fixed. I called them immediately to get me another appointment to fix the frayed wiring. I went up there for the appointment, and heard for the first time from a service agent who said "this is a problem that's been occurring with a lot of people," and would take a couple days to fix, and they were going to put me in a rental. I had to reschedule the appointment. When I went back later for the appointment, the same service agent wasn't there to streamline it, but a new service agent got me in a rental, stressing it was for one day only while they "diagnosed the issue." I'd already explained the problem and been in there already for the same issue. They called me at the end of the day today, telling me there is no problem, they've looked at it every way possible, and can find nothing. I know for a fact that's not true and have witnesses, and I explained to them the issue comes and goes. They tried to smooth it over and pretend like there is not really a problem whenever I know for a fact that this is a common problem with many of their vehicles, even according to their own servicing team. I want them to fix the issue that is under warranty, and to stop dragging this issue out longer. I have now went up there five times total for this, due to rescheduling appointments from their lack of prep. Attached are photos documenting from the salesman and service agent that my rear camera had to be replaced, immediately after purchasing.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2023 I received a warranty extension letter from Honda automobile division. My A/C was not cooling. The warranty letter explained a shaft seal leak issue was identified which could lead to refrigerant leaking out. This warranty would extend from 3 years to 10 years. I took my vehicle to Autonation ******* Honda 7/3/2023 and spoke with ****** and explained I wanted the warranty work completed only. 2 days later I received a call asking me why I dropped the vehicle off. I explained why again and left a copy of the warranty letter on the front passenger seat for the service advisor to review. I received a call on 7/15/2023 from ****** stating my vehicle was ready, I arrive and charged $170.00 for nothing. Warranty work was NOT completed and found out after I purchased a compressor that there were 2 recalls covered under a Honda Warranty. My fiance and I called and spoke with the ** *********************** who assured us he would get to the bottom of our concerns and after providing him proof, refused to call us back. My fiancee spoke with him and advised she would escalate this because this appeared to be fraud, He told her to," do what you want to", as he wasnt going to be threatened. She never threatened anything but to escalate it to the owner and Honda. She and I are both concerned Honda wont pay for warranty work twice if they are deceptive and get paid for work they didnt complete. My vehicle is now at another Honda and they've discovered warranty work wasnt completed which should have been at Autonation ******* Honda. I will fail their survey as the ** expressed absolutely No concern and wont refund my money. I'll definitely share my concerns with every resource imaginable along with *********************, *********************** and ******, as staff that shouldnt be trusted without something in writing or recorded. Word od advice to them: Don't charge customers for Unauthorized/Incomplete work. Warranty work is Free! This organization is greedy based upon my First interaction with them. *************************** level of disrespect, untrustworthyness,despicable, unprofessional behavior is disgusting and a discredit to this so-called business.

• Initial Complaint

  Date:06/22/2023

  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.

  On June 8, 2023 my son got a flat tire on tires that were purchased by my son from AutoNation Honda ************** in **. I called AutoNation Honda to find out if the tires were covered under warranty and the service rep confirmed that they were covered for up to 48 months from purchase. We scheduled an appointment for tire replacement for June 12th but my son had prior arrangements; therefore, he rescheduled for June 15th. On June 15th he drops his car off to AutoNation service department in the morning only to find out by 6pm that they did not have the tire in stock. He picked his car up on the 15th and was told they would call when a tire came in. It was June 21, when we had not heard anything from AutoNation, so I decided to place a follow up call. I spoke with *********, a service representative who was very helpful in getting some resolution. She said an order was never put in for the tire, but got confirmation from a Service Parts Advisor that one would be in on the next day, June 22nd. A second appointment for the tire replacement was set for June 22, 2023 at 12pm.My son comes back home with the same doughnut hes been riding on since June 8th stating that they didnt have a tire ordered or in stock. Its highly unacceptable that we have been given the round around to get the service promised to us as covered by buyers warranty from AutoNation Honda.My son ***************************** is the covered buyer at **********.

  Business Response

  Date: 06/23/2023

   I have investigate the customers concerns and there was a breakdown in communication with his situation. I have resolved the situation with the customer. He is thankful for the outcome.

  Customer Answer

  Date: 06/23/2023

   
  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:10/21/2022

  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 purchased a new Honda 2022 Odyssey Elite on June 11. Along with the car, we were forced to purchase a tire warranty (buy it or cannot purchase the car), and we opted to purchase a maintenance plan for 968 dollars. We spent 3.5 hours completing the paperwork for Honda on June 11 as our Finance advisor was inept. We later came to find out he did the paper work wrong 3x and we had to sign new paperwork this many times. Because of the incompetence of the employees the paperwork was never filed correctly originally and our maintenance plan we purchased initially with Honda was:"unwound" or cancelled because the original paperwork wasn't completed correctly. Even after AutoNation had us sign the paper work, the maintenance plan was never reinstated. A month after signing the correct paperwork, I called a different Honda dealership to add a 100k warranty. They informed me that there was no maintenance plan on the car, which I had already paid for. I had them add it. I called Autonation and after so many excuses, they informed me they would refund the plan I paid for and that was never added. A week later- they pushed their plan to Honda North America to add it Therefore I had 2 of the same plans on the car. I called Autonation to have them cancel the one I purchased from them and they actually had HONDA NA cancel the one I purchased from a different dealer. I had to call Honda to rectify this, and *******@ AutoNation said he would cancel the correct plan. A week later the correct plan was cancelled and I was informed by Honda that they were sending the refund to Autonation - This was over a month ago and I still haven't gotten a refund and the refund wasn't applied to my Honda Loan. I sent over a screen shot where Autonation cancelled the 2nd warranty.I would like my 968 dollars back along with the 2.9% finance rate that I have been paying Honda for the loan at 4.5 months - or the # of months since June 11 when I started paying interest on the note.

  Business Response

  Date: 10/24/2022

  ********************, we understand your frustration with our lack of communication on completing your request.  I had my Finance Director, *************************, work with my controller to cancel and refund the maintenance plan of $968 credit back to your loan account as of last week.  Your lienholder should receive that check this week and apply the credit to your loan.  We apologize for the inconvenienced that was caused.  Thank you.