Complaints

This profile includes complaints for Auto Now's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Now

  1404 E Santa Fe Olathe, KS 66061

• 

  Auto Now

  10500 E 24 Hwy Independence, MO 64053

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  Auto Now

  7901 Wornall Rd Kansas City, MO 64114-5801

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  Auto Now

  307 E North Ave Belton, MO 64012

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:09/08/2024

  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 August 14, 2024 I purchased a 2011 Chrysler 200, from Auto Now in Olathe for $15,000. The car trade in value on KBB is $2900. I paid a deposit of $500.00 and 2 car payments at $284.00 each, totaling $568.00. Overall they've received $1,068.00. They're charging me $34 a payment for insurance even though I have full coverage. Two days after I purchased the car, the following issues have occurred (these have happened through the 3.5 weeks I've had it): Front drivers window fell into the door frame and won't come up Same thing happened on the front passenger window Dome light on front passenger side won't turn off Rearview mirror is about to fall off Oil change required light Miles til empty gauge goes from 180 miles to 154 miles when I've driven a mile Vehicle makes odd sounds and shutters/shakes Something is wrong with the wheels or axels (it doesn't feel right when I drive) Check engine light came on then started flashing September 3, 2024 I went to start the car and it wouldn't start. The lights came on but there was a clicking sound and then it completely broken down. I had to pay $200 for the tow. I called the sales manager **** multiple times about the problems he told me to bring it in to get looked at and 3 times I showed up they didn't have the time to look at it. The day it broke down, I called **** and told him what happened. I then told him I wanted them to pick up the car, let me out of my contract and refund my money. At first he said they'd pick it up and look at it and fix it. I said I don't think you understand what I want. I repeated my self and he said ok. We will pick it up, have it looked at and he would speak with finance to take care of it. I had him repeat himself (this conversation was recorded). He asked for an email with a list of issues. I did that and reiterated our conversation. I asked that he contact me as soon as possible to finish the next steps. They still have the car and won't respond to me. I feel scared and unsafe driving it

• Initial Complaint

  Date:07/27/2023

  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.

  I purchased a 2017 Chevy Impala, In January of 2023. I also purchased the ******* auto insurance under the assumption that if anything was to happen to my vehicle I would be covered. June the car was involved in an accident. I spoke with my account manager and was advised to get my account current inorder to start the *** claim. This was done, it’s been almost a full month and I have been under the assumption my car was in a shop being fixed. I tracked my car and it is sitting at an auction and has been for weeks. The only communication I have received is In regards to a payment. That I advised would be late, due to paying almost 1000 dollars to get it current to even start the ***. Which I was told would be set on a payment plan . Then to be called days later saying the bank wouldn’t accept it. Okay that’s fine. Now a month later to the day they still have no notes on my cars status, I am without a vehicle. And still have to make my payment and keep it current to complete this *** that was never started in the first place because my car is sitting at a car auction . I was told that if it wasn’t fixed able my car would be paid off and I would have the choice to get a different vehicle . I haven’t received any communication and it’s sitting in an auction, which means they have already made the decision not to fix my vehicle. Keep in mind my belongs are still in the car. And was never notified of where it was located or where they are in the process. Now I still have a car loan and no car and can’t get another car until this loan is settled. The whole reason of purchasing there insurance was to be covered in the event of things like this happening. Only to be out of money and no car and no explanation.

  Business Response

  Date: 08/15/2023

  Please see the enclosed response

  Customer Answer

  Date: 08/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: This matter is still unresolved, I was sent a pay off letter on August 15th, 2023 after months of back and forth. The response they left here was  a bland see correspondence which indicated nothing. Shortly after I received an email  that indicated the loan was paid off. I was told that once this was done I would be able to then go back to the same lot for a replacement vehicle with 500.00 down by several representatives. I am still without a vehicle and can not even go to a different lot because this car still shows as an open loan on my credit report. I have since then applied and called to only get the run around and be told that in order to get into a new car with Auto Now I would need to have 8,000 to 10,000 down. I sent my Husband into the store and he was told on the same car that he only needed to put down 1500, he had not given his name or even completed an application, he was given a business card from a salesman by the name of Mario and was told to return the next day Wednesday August 23,2023 when his manager was available. I then called the store and was told I would be given a callback. Today August 26,2023 I made my final attempt, I applied and called asking to speak with Mario, He attempted to state the store was busy and would call me back, I said my name and he had already knew my situation without even explaining the story. I then politely asked if the store even wanted to do business with me to just say this instead of the outrageous down payment. He advised he would callback and he states that 8,000 to 10,000 dollars is what I would need to get into a new car, I advised my credit was not ran and he stated  This is what the store manager advised . Without even running my application or hitting my credit score this is the information that was told to them by corporate. Corporate from my understanding is who sent the payoff letter and who originally told me that I can bring 500.00 and a new application into the store. I have done everything they have asked of me only to be given the run around, have no car and now being told to come up with an outrageous down payment because they refuse to do business with me.I have given this notice to other car lots because I was told this can be used to show the auto loan with auto now is paid, and would not have to wait the 30 or more days for it to show on my credit report. But this was also a fabrication. I have not gotten disrespectful, I have not stepped foot in the store due to not having transportation. I haven't asked for any money back, I have simply just asked to get into a car. This whole situation has been a nightmare, Its been so many different stories and lies told. I was even treated like a criminal when asking about how to even submit the insurance claim to begin with. I have never in my adult life been treated so badly by a company I had no choice but to come here to be heard. I was taken advantage of because not only am I a woman. I am a woman of color. This needs to stop today, I need a solution not only for this to reflect my credit but to have a car. I am subject to only certain jobs because I have no transportation. I purchased the insurance from them to save money and to protect myself from this very thing right here. But here we are months later out of several thousand dollars and nothing to show for it but a 21,000 dollar car loan and no car. A note that says the its paid for but nothing else. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/17/2023

  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 purchased a car in march of 2023! The second day I had it the ignition switch was messed up! I asked them to fix it they sent me to a car place to have it “ fixed “ was not fixed! Called them again about the ignition switch was sent again to the place but this time they charged me for something that didnt even need to be fixed . & the ignition switch was still messed up . Week later check engine light came on . Asked them about that car never got fixed .

  Business Response

  Date: 05/31/2023

  Ms. ********* ******* purchased her vehicle with Midwest Auto Finance on 02/27/2023. A warranty was included in the price of the vehicle. The warranty is good for 24 months/ 24,000 miles. Ms. ******* can call the following automotive shop and set up an appointment to have her vehicle repaired.

   

  Affordable Auto Care

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

• Initial Complaint

  Date:03/29/2023

  Type:Product 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.

  Approximately at the end of September I purchased a car for them I put $1,400 down and I pay $359 with insurance collision insurance included every other week so roughly I'm paying 718 every other week they promise me a $24,000 mile warranty on my car and granted I put $17,000 miles on it and I had someone locally changed the oil but it's not about the oil change with this Santa Fe see my engine totally gave up on me it's gone it was good one day and gone the next and what has happened is the car itself has had these kind of flaws from research done that it is a vowel that is too short in the engine that makes it lose oil it is a proven fact when I took my car in and they did the assessment they denied me on the fact that I could not give them oil change receipts but I do have proof of the oil change I want a resolution because I am going to call this car a lemon and they need to stick with their warranty guarantee the car itself had synthetic oil in it upon getting the car and they said it was good for 10,000 miles so there shouldn't be but one oil receipt anyways needed but I have two. But they shouldn't even be necessary how do you pay $20,000 for a car$26,000 with interest you're current with payments and research has proven that this car is has engine failure and transmission failure. To my last breath I will tell everyone about you through ******** through ******** through ********* through ******* through the new station who will ever listen to me you are crooked and you are a con if you do not replace my car or give me a refund! I've done I've done my due diligence to try to work something out with you it's simply was not an oil change that did this to my car the research proves that it was a defect that is in this car stop selling Santa Fe did you know I can't even get insurance on them hardly anymore. I told you I would exchange for a car that was half its valued just to get back on the road just to be away from this issue in this problem.

• Initial Complaint

  Date:03/29/2023

  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.

  Financing a car for 700 a month have only had it 3 months and the first day I had it the check engine light came on its been back and forth from the shop they send it to and now it won't start at all and is going to cost 800 to fix they won't own up to anything

  Customer Answer

  Date: 04/13/2023

  ******** ******* **************************      **** *** *** **** ** *** ***** ****      ** ** ******** Good afternoon. I just received a call from the same manager from auto now that was extremely rude from the beginning. I just paid over $800 to have work ***e that was supposed to be ***e the first time they had me take it to their shop. The 2nd day I had it the check engine lights came on. I have been back and forth to their shop since January when I purchased the vehicle, paying 735 a month car payments and had to spend over 800 already in repairs for something they said would be covered the 2nd day the lights came on. The car is still idling bad and making noise and is accelerating on its own, which is very scary. *** just called and stated the reason he's calling is because I turned him into the better business bureau and that I have another appointment with the same shop on Monday. I am the one that called the shop because of what it's still doing. They are not even attempting to help resolve this issue. I honestly can't get anywhere with this dealership, they are dishonest and extremely rude and are upset that a filed a complaint

  Business Response

  Date: 04/21/2023

  The 2007 Cadillac Escalade has been fixed and the complaint has been resolved.

  Customer Answer

  Date: 04/24/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********* 
  The car is still absurdly loud and I had to pay to get it fixed over $800. They did not schedule the repair I scheduled the repair. They new it needed fixed the day I got it and they pushed it off to make me pay for it. 
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/11/2023

  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 bought a 2010 Toyota Corolla from them. The very first night I drove to work after filling with gas it ran for a little bit then died , started car again ran for a little bit then died again , got the car started was driving home it dogged the whole way home. Took to my mechanic ran codes had to take to the Toyota dealership ran codes something wrong with fuel system. Had oil change before forever bought car, checked oil second day of having it had to had 2 quarts no oil on dip stick. Call Auto now had car towed to their shop for warranty work and it is still there haven't figured out what's wrong. At this point I do not want the car something major is wrong with it even if it has a warranty.

  Business Response

  Date: 03/17/2023

  This complaint has been addressed and the customer is happy with the chosen service.

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a 2008 Durango sxt with the 4.7 flex fuel engine. I first noticed issue with the vehicle as it has shaking at 65 mph. After about 4 weeks the truck started to stall at stop signs and red lights, I reached out to my local dealer to be provided instructions on my warranty. I was sent to ** ****. This is when the situation took a turn for the worse. The Owner of the shop said my catalytic converter was plugged my transmission was bad and that it had the wrong 4.7 flex fuel engine that it was actually from a 2008 jeep Cherokee and needed a new engine that wasn't smashed on an oil pain and fueled with coolant. I well past 21 days received the vehicle back with the wiper assembly taken apart and zero traction control with a canted steering wheel. I returned to dealer and had them take it back to the shop. Then after ** **** and autonow said it was fixed nothing was except the wiper assembly. So I returned it to the dealer and said im done paying for this I would like payments pushed or an exchanged and I was met with pushback and waiting. I purchased this vehicle about 6-7 months or go give or take and traded in a paid off vehicle thinking this was a good vehicle for work. So now I have been out of a vehicle for 4 months give or take with extended wait times. Now the new shop they sent it to said it didn't have the wrong engine so now 3 engines along now it needs a new alternator and that the catalytic converter was never plugged. My solution here would be an exchange with no down payment and the money put in credited to the new vehicle or a complete buy back with zero credit reporting zero issues and no defaulting. And count the money out in as a loss on my part.

  Business Response

  Date: 03/17/2023

  Please see then enclosed response.

• Initial Complaint

  Date:03/01/2023

  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.

  Financed a car through this company, the third month I had issues where the car was not running, they had to tow the car in because the hood would not open. Which proved they never inspected the car like they stated they had done. There was supposed to be a warranty but every problem I had to pay. The car completely stopped working. The car was in a flood before it was sold to me. I continued to pay but no one has tried to come up with a solution. The payment has been coming out of my account and they are stating I’m not paying. I have bank statements to prove that I am. I would like for them to rectify the problem. I really don’t want anything to do with this company ever again. They have been rude when I call. Not willing to be helpful. I would prefer for them to pick up the car and wipe this account because this has been a headache. I don’t even want a different car from them at this point.

  Business Response

  Date: 03/21/2023

  See Attached;

   We require the complainant to sign a release of information before discussing this complaint due to FCDPA regulations.

• Initial Complaint

  Date:02/19/2023

  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 brought a car November 8, 2022 for the ****** lot of Auto Now. I begin letting them know 2 weeks after purchase that it had issues with no power and electrical issues. *** advised me to take care to the repair shop Affordable Auto which I told him that I didn't like the shop because of past issues with shop not fixing things and vehicles still being messed up. He insisted I give them a try. I advised them that car was throwing P0300, P0301, P0217, P0215, P0420. He told me to let shop know which I did give information to daughter at Affordable Auto as she wrote them down. I dropped car off and once I got it back the dashboard lights was now cracked to where the engine light was knocked out and stated it was an alternator. 2 days after I picked up car all the lights came back on and now the car was jerking even harder than before. I advised him ****** and told them as well as corporate that he was just resetting sensors and not fixing the problem. I took car back within 2 weeks due to my work schedule and this time I complained again about not wanting to take car back to Affordable Auto. *** told me that I needed to take it back since I paid and deductible and problems still existed. . Again I drop car off giving them the same codes that it was throwing from my box. I called the next day and owner of Affordable yelled and stated he didn't want them and he would find it hisself. 2 days later I got car back and he said it was coil pack and I replaced. Within the next 2 weeks the codes came back on with P0740 & P0700. This time it is attempting to run hot and *** now allows me to take it to Mikes Auto. Mikes Auto received car Feb 6 and found every code that I was complaining of and I was advised to fix thermostat and the shop said they will not be dealing with car anymore due to build up pressure in engine. I got car back 2 days later and the hose to radiator blew completely apart. Engine now out and car lot quit answering calls and have it under review 3 weeks now.

  Business Response

  Date: 03/06/2023

  This complaint has been addressed with the consumer and she is satisfied.

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service 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.

  harassing me with phone calls when im not even late on my payments. rude lady on the phone. I work from 4pm to 5am and she didnt care. I think with this time of year they want to make sure you pay your payment and not christmas. I have a 2010 chevy silverado with auto now that i bought at the Topeka location not at the # above

  Business Response

  Date: 01/03/2023

  To Whom it may concern: Auto Now makes courtesy calls to customers when they come due for a payment. A courtesy call was made to *** **** on 12/16/2022.

  Customer Answer

  Date: 01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:I have had that vehicle for days over one year when that call was made. I have never had a  courtesy call made to me. They wanted their money so it was not spent on Christmas.  They are fibbing. 
  Regards,
  ***** ****