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:03/08/2024

  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 bought a 2022 Ford Bronco with manual transmission. This transmission has a widespread defect and Ford has not entirely resolved the issue nor acknowledged but it is affecting thousands. My dealer refuses to service my vehicle because they serviced it twice already but the issue keeps coming back like every other manual transmission bronco owner is dealing with. The dealership has shafted me even though I have had the transmission lock up, high rev for no reason. 2nd performance has degraded since the replacement transmission. I visited the location on 2/24 and the tech agreed transmission needs fixed and throw out bearing possible too. Now after several calls attempts messages and follow ups just like before when I had to fight for them to service the issue they are ignoring me again. The vehicle has safety concerns and has been reported to NHTSA over 12 months ago. Ford also won't return calls of mine or assist. I have a lemon that the dealer and Ford are trying to to keep me stuck with by refusing service on it and pushing the age of the vehicle out. I need help. The vehicle has major safety issues that could cause injury or accident if locking up in gear. The dealer has refused me loaners when I paid extra to get them in service contracts. They flat out won't lift a finger. Please help me.

  Customer Answer

  Date: 03/08/2024

  The dealers tech says there is an issue the dealership refuses to do any repair attempts. This has been a regular occurrence since I bought the vehicle. They won't return my calls. Or attempt service. The vehicle is unsafe with transmission flaws

  Business Response

  Date: 03/21/2024

  Thank you for bringing this concern to our attention. The service department has replaced the vehicle's transmission, however, during the customer's last visit their concern vibration and noise while in neutral could not be duplicated. Unfortunately, if the concern cannot be duplicated during diagnosis, repairs cannot be completed as the issue is not present. Additionally, we sincerely apologize that a loaner vehicle was not provided to the customer, however, one was not available at the time of repairs. The management team has reached out to the customer to invite them back to the dealership for another evaluation if they are willing. 

  Thank you. 

• Initial Complaint

  Date:03/25/2023

  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 January 26, 2023 I had an appointment with the service department for a tire alignment following new tires I had put on my **** *****. My truck is under dealership warranty for 20,000 more miles and I also indicated that I was having issues with the climate fan speed control. After diagnostics on my truck I was contacted that there were leaks in the differentials, and that the driver front strut spring was broken. I advised that in addition to the original requested fixes for the appointment I would also like these issues corrected. On January 31st I was contacted by my service representative Jordan L***** stating that most of the above issues would be covered by the vehicles warranty. The estimated cost was in the $600 range. I was told that the parts would come in by February 2nd and the truck should be available for around February 3rd for pick up. January 31st was my last contact with representative Jordan L*****. From February 3-7th I called over 5 times to the service department each time having call takers leave a note on Jordan's desk, sent him a computer message, or transfer me to his voicemail. Never once did I receive a call back. On February 8th I responded directly to the service department to contact the manager in person. I was directed to the administrative clerk's desk were I was provided a dealer loaner vehicle. February became March and I returned a loaner vehicle and transferred into another provided one. Each time I exchanged loaners I was updated that the service department is still waiting on my parts. Using my spare set of keys I got items out of my truck I needed to find my truck in the back of the parking lot with internal panels strewn all across the inside the battery disconnected and clear dirt and dust on the outside showing it hasn't been touched in some time. Throughout March I have called again approximately 3 times seeking updates each time leaving a voicemail without call back. I have been without my vehicle for 55 days.

  Business Response

  Date: 03/30/2023

  Dear ******* ****l,

  I'm in receipt of BBB complaint ID # ******** regarding communication not provided by the dealership to ****** *******.

  Both myself and my service director has contacted Mr. ******* and provided a update on the repair(s) of his F150. The vehicle is in the shop currently undergoing the repairs necessary. We are still waiting on one addition part to complete the job. 

  I've provided both my contact information along with the service directors should Mr. ******* have any additional questions. Unless we run into any unexpected delays the repairs should be completed by weeks end/early next week.

  Should there be any additional questions please don't hesitate to reach out.

   

  Respectfully submitted,

  Dean S*****

  General Manager

  AutoNation Ford 

  Westlake

  440-250-3447 Office

• Initial Complaint

  Date:02/23/2023

  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 took my car ?? in for service and the mechanic ordered the wrong part so then they were supposed to give me a loner because my car ?? keeps shutting off when I pump gas but nothing was done I want to be compensated for the wait for the wrong part being ordered and now I have to suffer not able to do my job because I scared and they promised me didn’t keep there word

  Business Response

  Date: 02/24/2023

  Dear ******* *****,

   

  Miss ****** is here today completing the repairs on her vehicle. She is happy now that everything has been resolved. 

   

  Respectfully submitted,

  Dean S*****

  General Manager

  AutoNation Ford Westlake

   

   

   

• Initial Complaint

  Date:10/04/2022

  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.

  I purchased a 2017 Chevy Tahoe from AutoNation Ford Westlake on August 6, 2022. By August 10 I knew there was something seriously wrong with the vehicle. I called to get details about the 90-day extended warranty and reached out to AutoNation on August 15th. I was told at the time I purchased it that they do an intensive 126-point inspection. I scheduled an appointment with AutoNation which was for September 20,2022. I decided I couldn’t wait that long as the clock was ticking and there was something severely wrong with my vehicle. I took it to my local mechanic who immediately told me it was the torque converter and clearly had some engine and transmission issues (within minutes of driving the vehicle). I then called a local dealership (************* *****). They came back with the same diagnosis, engine lifters and transmission. They said the tires needed replaced- tires AutoNation told me just sound that way because they were off-road tires. I left the Chevy dealership on September 1, 2022 at 10:30 and drove directly to AutoNation. They didn't provide a courtesy vehicle, so I had to rent- at my expense. Then 5 days later they called to provide me a vehicle, an old Ford Fusion with no radio and MUCH smaller than the vehicle I traded–in and purchased. Now October 4, 2022, I still don’t have my vehicle. AutoNation wants to replace a battery and install a used transmission. Their Chevy dealer said no engine issues (at this time) and not a word about the tires. Their Chevy said, “they didn’t tell us to look at the tires”. There were absolutely no return phone calls from anyone at AutoNation Westlake the whole month of September. I did hear from my salesman September 29, 2022 and was backed into the corner by him and the manager. I agreed to let them replace the transmission. My other option is to go pick up the junk they sold me and return the junk they lent me. Still no further along on a resolution. I want a rescission of this contract and buyers to beware.

  Business Response

  Date: 10/11/2022

  Dear Kristie *****,

  
  I am in receipt of your email dated 10/4/2022 regarding ***** *****: BBB Case ID ******** involving mechanical concern on her 2017 Chevy Tahoe purchased on August 4, 2022.

  Approximately 3 weeks after purchasing the vehicle ***** brought into our service facility her vehicle to address a concern she felt was wrong with the vehicle. With her noted concern and approval we quickly transferred the vehicle to a local Chevrolet store more suitable to address the issue. The dealership after inspecting the unit notified us of a transmission concern. Fortunately AutoNation provides a 90 day 4,000 mile warranty covering the repair needed on her vehicle. As of today the vehicle is currently undergoing repair under the guidelines associated with her warranty. It is my understanding she has been provided a courtesy vehicle while hers is undergoing repair. If ***** is unhappy with the courtesy vehicle provided she can contact me directly and I would be glad to exchange her loaner with a much newer model until her repairs are complete.

  I verified today the parts required to complete her repair are in and should be completed in the coming days. Additionally ***** has also been in communication with our local Chevrolet store should she wish to speak to them directly.

  I never like to hear when anyone is unhappy for any reason. Should ***** have any questions she can reach out to me directly and I’ll do everything I can to address any issues that may arise. I would like to remind ***** the vehicle did come with a complimentary 90 day 4,000 mile warranty covering this untimely repair.

  
  Respectfully submitted,

  
  Dean ******

  General Manager

  AutoNation Ford Westlake

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

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

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  This is a very interesting response as I have left Dean messages with no return phone call. I have heard from the sales manager who seems to act as if this is of priority NOW, not when I ultimately dropped it of at AutoNation on September 1, 2022. That was also when they had no options to give me a courtesy vehicle and I rented one at my own expense. The dealership is over an hour away. I was told by my salesman they would have one the following day or potentially two days later. They didn't. It took 6 days and I had to drive back. It is a 2014 Ford Fusion, to which I noticed didn't have any radio/hands free BEFORE I left the lot I messaged my salesman- to which he told me to "sing myself a few songs- it will make you appreciate your vehicle when you get it back". 

  Over the next few weeks of September, I called, texted, looked up management contacts online, read about consumer rights, compiled my arguments/complaints about the treatment/lack-of returned phone calls and finally got my sales rep to get me to a manager. 

  I was contacted last night (10/11/2022) 42 days after I have been without my vehicle and in the Ford to be offered "a much better vehicle". Keep in mind, I was told that I would most likely have my Tahoe by weds this week. I was talked to as if this has all been handled with care and concern, which it has not. It is as if I haven't called, texted, and spent months sick about this vehicle that AutoNation sold me. I don't appreciate how this message from Dean is basically telling me to be happy or content with the fact that they provided a 90-day/4,000 mile warrant. They sold me a vehicle that every other reputable Chevy dealer said is a known issue and should have not been sold. I have yet to mention that this Tahoe has terribly cupped tires that need replaced. I put less than 1200 miles on this vehicle. AutoNation said they will reach out to their Chevy dealer and have them check the engine lifters and see what they say. I am hopeful AutoNation can turn this experience around for me but it seems a little forced, perhaps the BBB and Consumer complaints are pushing them to do the right thing. 

  I will continue to wait for the vehicle I am paying for and insuring be returned to me in an acceptable condition that matches what I paid. I would like to move past this nightmare. 
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:05/17/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car 2016 Ford Fiesta. I told them I have no money down because I only work 32 hours a week and would be able to more after I got the car. I signed all paperwork and had a check which they said they would hold it for 28 days until the funds were in my account. I have texts from the salesman. When I signed all paperwork they told me to get another check that has a starting number in it. So I ordered them from my bank. I was texting the salesman for a week he finally got back to me and said they sold my car. I think this is a breach of contract.

  Business Response

  Date: 05/23/2022

  The management team has been in contact with Mr. *********. A meeting has been scheduled for Wednesday. 

  Customer Answer

  Date: 05/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ********* **