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New Car Dealers

AutoNation Honda 385

Complaints

This profile includes complaints for AutoNation Honda 385's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

17 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/14/2025
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.
I took my Honda Civic to AutoNation Honda 385 to have it serviced for an oil change, to have a key made, and to have my windshield wiper sprayer checked on Friday March 14, 2025. My service advisor was **** *****. **** told me that I would have to pay a diagnostic fee to have my windshield wiper sprayer checked. I told **** that I had an extended warranty that should cover it. **** told me that my warranty expired at ****** miles and I told him that I purchased a new warranty that was still active. I told him I would follow up with management and I also texted him a copy of my active warranty, but he didnt respond. I then called the service department to ask for his managers name and was told to call Honda ***************** The number that I was given was not a valid number. I then called my warranty company and was told that the diagnostic fee and windshield wiper sprayer is covered by my plan and that the only thing that the dealership needed to do was give them a call for authorization. I called the dealership back and provided the information to the secretary. **** did not return my call or communicate with me the entire day until the oil was changed and the key was made which he didnt provide the cost for until it was all done. When **** called me to let me know that my car was ready. I asked him if he received my message. **** told me that because I would not sign to pay the diagnostic fee, that I was told by my warranty they would pay, that he would not move forward and if I had a problem with it I could talk to his manager about it but on the previous calls I was told the manger was out in about. **** also wrote on my invoice that services were offered and denied by me, but they were never told to me which will cause me to have to take another unnecessary trip to the dealership.
Business Response
Date: 03/25/2025
**** did follow the process and we will not diagnose a vehicle without written authorization from the customer. This customer declined to sign that if his warranty did not cover the repair he would be responsible for the diagnostic charge. This is the same process every service department has and should not have been an issue.
Customer Answer
Date: 03/25/2025

Complaint: 23069008

I am rejecting this response because: **** told me that he was not able to locate my extended warranty when I was at the dealership and the warranty they had on file ended at ****** miles and if I wanted to get it check that there would be a diagnostic fee and that is when I declined to sign. I then texted him a copy of the warranty and provided him the information for him to call and verify. **** didn't acknowledge my text or that he received the information.

Sincerely,

******* *****
Business Response
Date: 03/26/2025
It would not matter if you had a warranty or not, 100% of vehicles that we have to look at must have a signature to move forward. **** did his job correctly.
Customer Answer
Date: 03/26/2025

Complaint: 23069008

I am rejecting this response because:

Sincerely,

******* *****
Business Response
Date: 03/26/2025
You can call me at ************, this is my personal cell phone to discuss. This is a waste of my time to keep logging in and replying.
We have a process at AutoNation and **** followed the process. Yes he should have called you back if he had a message, but a call back has nothing to do with the BBB.
Customer Answer
Date: 03/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

******* *****
********************************
Olive Branch, ** 38654
Initial Complaint
Date:01/22/2025
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 have an issue with Honda USA manufacturing and Honda Nation 385 here in *******, **. I purchased a 2018 Honda Accord June 2018. I was sold a vehicle with defective sensory issues. Two or so years after purchasing this car, every emergency light on the dashboard continuously appeared. This has been an ongoing issue up to this current day, January 22, 2025. This is my fourth complaint attempt. This causes all of my safety features to completely not work. Adaptable cruise control, automatic braking when close to another vehicle, EcoBoost, and lane departure will not work when these emergency lights are on. I had a daughter in 2020. Shes four now and I would like these features to work in a car that is still young in age and performance. The technical issues are a current problem after rough four years. Ive spent over $30,000 in financing to own. This has nothing to do with maintenance. I was told purchasing a fuel injector may solve the problem, but I know thats not true. Whenever I asked about the sensory issues, Im told no one is there so fix the issue, but I can pay for a $100 plus diagnostic. This most definitely is a recall issue that Honda is trying to avoid. Im not the only one whos complained about the sensory problem. I dont want a monetary settlement. I want the problem fixed for free, or another vehicle. If any monetary settled, I want the price of the sensory devices in a payment.
Business Response
Date: 01/22/2025
First I'd like to say thanks for being a good Honda customer. ********** manager and I looked up your records and we see you have been bringing your vehicle in regularly but we do not see where it's ever been checked for the lights being on the dash for the sensors. We will be happy to look at your vehicle free of charge to see what is causing the lights to come on.
Initial Complaint
Date:01/13/2025
Type:Order 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.
Making changes in payment amount in the contract that I did not sign for and charging me for it. Sending a false contract to the financing service that I did not sign.
Business Response
Date: 01/14/2025
The customer came in yesterday and I the ** and my Finance director talked with the customer and everything he wanted has been updated and he is going to pay the vehicle off with Honda. The exact amount will be correct once the cancellation of the warranty is credited by Honda. This can take 4-6 weeks and we told the customer and gave him a print out of the cancellation to show it has been processed. He can pay his loan off which is what he wants to do and once the warranty is processed by Honda, he will get that refunded also.
Customer Answer
Date: 01/14/2025

Complaint: 22807055

I am rejecting this response because: The ** is diverting from the main point that the contract was altered after I left the dealership. I had to make so many phone calls to Honda Finance because of that and go twice to the dealership (which is a long trip for me) after no one answered my phone calls. I also had to pay a lot of interest because of the delays they caused and the alteration of the contract that they did.

Sincerely,

Adel El-nabi
Business Response
Date: 01/14/2025
My director explained the difference in signatures which is written and Doc signed on the IPad. And no matter when the vehicle is paid off there would be daily interest until the vehicle is paid off. So, until the customer pays the vehicle off he will be paying daily interest.
Customer Answer
Date: 01/14/2025

Complaint: 22807055

I am rejecting this response because: The signature they put on the contract does not match my signature whether it was from ipad or not with ipad. The ** understands that, and we talked about it, but acts like he does not. Again, the ** is not telling the truth and diverting from the main point that they altered the contract after I left the dealership without my consent, and they put a signature in there that is not my signature. I never signed the contract that they altered and was sent to Honda Finance. I only singed the contract that I have a copy of, and I uploaded on BBB website.
The delays they caused made me not able to pay off the car on time and therefore had to be paying more interest, the ** understands that very well, but he is trying to act that he does not. Due to their delays and their alteration of the contract. I could not pay off the car earlier and therefore, I had to pay a significant amount of money in interest. They claimed that this money is not significant. It is to me. Had they not altered the contract to increase the price without my consent, I would have paid off the car on time with no delays and no interest.
In addition, the first time I went to them to ask them to fix this issue, they said that they had no idea where this comes from and that I have to wait 5 business days for this to be resolved until they figure out what went wrong and why the contract was altered. They never got back with me. I called many times. They do not answer calls or respond to voicemails. I had to show up myself another time to talk to **. ** is not saying the truth. Not good people to do business with. Now they are saying it will take 4-6 weeks to have this resolved.

Sincerely,

Adel El-nabi
Business Response
Date: 01/14/2025
Customer financed the vehicle therefore he would be paying interest and to say he would not have to pay interest is wrong. Daily interest would be paid until the loan is paid off which I explained yesterday. Customer can pay the vehicle off if he chooses and we are not stopping him from doing so. Also, my finance director canceled the warranty for you previously and processed the paperwork to Honda and you are simply waiting on Honda to finalize the cancellation. This process can take 4-6 weeks at Honda. This was told to you while I was sitting in the office and I also said you can pay the vehicle off if you don't want to pay additional interest and once the warranty is canceled and processed with Honda you would get that amount back also. My finance director wrote that amount down for you, so you had the exact amount.

At this point either wait for Honda to update your account or pay it off and get another check back once they process the warranty cancellation. This is a simple process.
And my finance director explained the signatures to you while i was in the office with both of you yesterday. I'm sorry for any confusion but everything you asked for he helped with.
Customer Answer
Date: 01/14/2025

Complaint: 22807055

I am rejecting this response because: First of all, I did not sign the contract they sent to ******************, by looking into other customers complaints it appears that I am not the first one. I attached other customers complaints where they said that there were 2 contracts, the one they signed and the one they did not sign and was sent to ******************. This is forgery.
Again, I never signed the altered contract. The ** is trying to say the signature looks different because it was made on ipad. This is not true. This was not my signature.
Now, the ** says in order for me to avoid interest, I need to pay more than what I signed for because they altered the contract and wait 4-6 weeks to get a refund? Why would I pay more than what is in the contract I signed if this is not problem that they altered the contract.

Sincerely,

**** El-nabi
Business Response
Date: 01/14/2025
Yesterday was the first time hearing of the complaint and immediately I helped this customer. I personally went with the customer into the ************** and gave all the answers to his questions and made sure the total amount is exactly what the customer thought it should be. I can't explain why he had 2 contracts other than one had a warranty, but I made sure before you left that all the numbers were what you thought they should be. I'm not sure why we keep texting through this website when my cell number is ************. I'm here to help but I can't do anything about your interest on the loan.
Customer Answer
Date: 01/14/2025

Complaint: 22807055

I am rejecting this response because: You are not saying the truth. I explained to you that the other contract is forged, and you know it is. I showed you evidence with documents proving that your dealership altered the contract. Looks like you have done the same to others based on previous complaints that you are not willing to address. You can keep lying and repeating your lies without addressing the issue that you forged the contract and caused damages as a consequence of altering the contract in bad faith. Again, I never signed the other contract you sent to the Honda Finance. You cannot explain why I have 2 contracts? That is because you do not want to say the truth and admit that one of them you forged.
I cannot call you if you are denying the fact that you forged the contract in bad faith and caused damages. You have done this before to other customers based on your reviews. We need to make people aware of what you do, so you do not do it to others in the future. This is a responsibility I will take on my shoulders.

Keep diverting from the truth and repeating the same lies in your responses will not solve the issue.

Sincerely,

**** El-nabi
Business Response
Date: 01/14/2025
Yesterday you asked about the different signatures and **** the director told you one was your written signature and the other is where you signed with your finger on the ipad. I was in the office while the 2 of you talked, so I would know what was going on and you never once said he forged your signature. After he explained the signatures you did not say it was forged or that he was lying. You wanted to make sure the out the door number was correct and didn't want to pay much interest which I explained to you.
Customer Answer
Date: 01/14/2025

Complaint: 22807055

I am rejecting this response because: The ** is not saying the truth about what happened yesterday. I told him many times that this is not my signature, and I never signed that contract they sent to Honda Finance. I showed him the contract I signed and had a different (lower amount) that the forged one.

Sincerely,

Adel El-nabi
Business Response
Date: 01/15/2025
I'm not sure what this customer wants?? I've already addressed all his issues and made sure everything was correct before he left 2 days ago.
Customer Answer
Date: 01/15/2025

Complaint: 22807055

I am rejecting this response because: The ** did not address my issues

1- There were 2 contracts, one I signed that other one I did not (not even on ipad as you or *** claim). There was another complaint that was similar to mine, so it appears that this issue of altering contract has been going on in your dealership. You need to do an investigation and explain to me why the contract sent to Honda Finance was altered. This will prevent you to do this to other customers in the future.
2- Due to the delays that you have caused (due to sending the altered contract), I paid a significant amount of additional interest on the car. I could have paid the car off a month ago, if you have not sent the altered contract. You need to pay me for the damages you caused and additional payments I had to make due to you altering the contract and making these delays. You said earlier that I would have paid interest anyway. I disagree with that because I would have paid the car off much earlier if you have sent the correct contract as opposed to the altered one.

Sincerely,

**** El-nabi
Business Response
Date: 01/15/2025
1. I did address your issues and before you left my showroom the total amount you owed on the contract was what we have after Honda cancels the warranty. **** also gave you the paperwork showing we processed the cancellation and the amount which you agreed was correct.
2. You financed the vehicle and knew you would be paying interest as it shows on your contract. I've said all along that you can pay the vehicle off if you don't want to pay all the interest, so that is completely up to you. AutoNation can't help how long it takes for Honda to apply the warranty cancellation. That is between you and Honda and the daily interest Honda charges until the loan is paid off.
Thanks
Customer Answer
Date: 01/15/2025

Complaint: 22807055

I am rejecting this response because:
1- you did not address the issues before I left the showroom. There was no warranty the signature on other contract you sent to Honda was forged. The signature was not mine even when you claimed its because of the ipad. so this one you got wrong. This warranty thing is made up by you and ****. The total amount of the contract I signed and the one you forged were different.
2- again, you caused delays that added more interest. I could have paid the car off a month ago. Not sure why you cannot understand that.

I wish BBB interferes since it appears that this ** is intentionally acting like he does not understand how serious this issue is and keeping diverting from the main issue and making things up. He also lies about what happened in the dealership, that is why I do not feel comfortable to talk directly to him so he can make up more lies.

Sincerely,

**** El-nabi
Business Response
Date: 01/15/2025
You have had the opportunity to pay your vehicle off at anytime and I'm not to blame for you not doing so. You financed the vehicle when you had the same opportunity to pay cash for. How can I be blamed for your decisions?
And we can keep going back and forth but the outcome is going to be the same. Your issue was corrected and there is nothing else I need to correct for you.
Customer Answer
Date: 01/15/2025

Complaint: 22807055

I am rejecting this response because: you are the one to blame

1- you forged the contract
2- you caused delays
3- you want me to pay more than the cost we agreed on and wait 4-6 weeks for refund

you are the cause of all these problems. If you have not forged the contract. There would have been none of the issues listed above.
thanks,

Sincerely,

Adel El-nabi
Business Response
Date: 01/15/2025
1. I did not do your contract and **** said you signed on the iPad. You did not disagree in his office while I was in there the entire time.
2. I did not cause any delays, and I helped you as soon as you asked for me. I personally helped you and was with you the entire time you were in the store to make sure you had all the answers to your questions and to make sure the numbers were correct. To say I lied or did anything other than try to help or get the answers is a lie on your part.
3. I do not want you to pay any more interest than what you agreed to pay when you signed the contract. To say otherwise is not correct. You and only you have the option to pay your loan off. That is your choice to do so at anytime. No one is stopping you but yourself. Stop trying to put blame on things we can't control and you can. Pay the loan off if you don't want to pay interest, that's your decision.

And I agree I wish the BBB would get involved because this is insane going back and forth with you over nonsense.

Customer Answer
Date: 01/15/2025

Complaint: 22807055

I am rejecting this response because:
1- this is a lie at your end because I disagreed when I was their that I signed the forged contract. Dont lie and say something I did not say. I repeatedly said this is not my signature and I did not sign that contract. I only signed the one I had a copy of before leaving the dealership.
2- you sent the forged contract that caused delays. I did not sign that contract on any device including iPad.
3- I should not pay more than what I signed for and then wait for a refund after who know what time.

Sincerely,

**** El-nabi
Business Response
Date: 01/16/2025
Everything was corrected and I've already gone over the details multiple times.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: The ** cannot explain why there were 2 different contracts and is not saying the facts correctly. He lies about me signing the other contract on the ipad. He caused delays that caused me to pay more money in interest. I had to go twice to the dealership.
I did not sign the contract they sent to Honda Finance; I only signed the contract the dealership gave a copy of before leaving their parking lot.
In addition, I called Honda Finance, and they said that nothing has been corrected. I do not trust this ** to take his word that everything is corrected, and that I have to wait 4-6 weeks for refund since I am hearing something else from Honda Finance.

So sad that this ** does not care about the customers and calls their problems nonsense. It is nonsense for this dealership because he is not losing money. I am losing money; therefore, it is not nonsense for me. Sad to know this is how he thinks about his customers. Shows what he really is.
Unfortunately, I did not read the complaints about this dealership before purchasing the car from them. There are similar to complaints to mine of changing contracts.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
**** worked with you while you were doing the deal and was able to get you a lower rate to help you and also kept your payments the same with the *** warranty which you agreed to do. After you got home you reached out to **** to cancel the warranty which he did that day. A few days later you come up to the dealership and ask to speak with me and I made sure everything was EXACTLY as you wanted. **** also showed you and printed the cancellation form out to confirm the cancellation was done on our end and told you Honda simply has to process it. You also signed 2 contracts the day you bought because **** was able to get you a lower rate and you also singed paper and documents on the iPad. Every finance deal is signed on the iPad.
As the ** all I want to do is simply help people purchase vehicles or service vehicles. And yes I stand by the amount of back and forth with you as nonsense because in my 25 years with Honda you are the one customer that does not understand we did everything that you asked for and you keep complaining. I can't help a person that keeps making up false claims and we have all the proof with documents. You trying to smear me personally and the dealership is wrong when I made 100% sure we gave you all the answers while you were here with me in person.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: **** I have no reason to personally smear you. There is no benefit for me to do. I do not know you personally, but I know you are either lying or being lied to or both. I also know that you also have so many negative complaints that are similar to mine with contract fraud issues. In addition, the story you just said in your last response is full of lies. Please show me your evidence if any of these events took place. I already showed you the contract I signed with a lower amount. That is my evidence.
1- I never agreed to what you called "the *** warranty". I have no idea what that is.
2- **** was never able to reduce the rate and we had no such discussion of reducing my rate to get a warranty with a lower rate. This conversation never took place. I never signed for that using an ipad.
3- I never reached out to **** after I went home to cancel the warranty that day. I left the dealership on that day with 1 signed contract that I uploaded in my initial claim which shows a lower amount than the one you sent to Honda Finance.
4- I was never able to talk to **** on the phone since he never answered my messages. I had to go in person and make a 1-hour trip to talk to him. First time I met him, he said he has no idea why this error happened, and he said he will fix it and that I would expect a call from him when it is fixed. He never called me as he promised, and that is why I tried to call him many times, and he never answered or responded to my messages. So, I showed up again and talked to you as a manager as per a suggestion from another employee in your company who said that it is better for me to talk to a manager instead of **** about this issue and that he does not like how you guys do business and s**** people.
5- Honda Finance said they received nothing from you. Why should I trust you and not trust Honda Finance, if you make up all these lies? How do I know that I will get any money back?
6- I did not sign 2 contracts on that day. I only signed 1 contract. That contract was the one you guys gave me, and you guys also signed it on that day. Again, I have that contract uploaded on the BBB as a proof. I left the dealership with one contract only and had no idea of another contract and never signed another contract. You have no proof, if you do, please show your evidence to me.
7- Please note that this is my first complaint I have ever made against someone on BBB. I never had a worse experience than yours. The problem is that you lie, continue lying and believe in your own lies the more you repeat these lies.

Please consider to treat your customers nicer than this. Calling the issues you caused upon your customers as nonsense, shows you really are. I am glad you are revealing that here to other people to see and judge.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
Sir you had 2 different contracts that you showed me when you first arrived to see me, so you didn't just sign one. You had the copies in your hand and showed me, so again I'm not sure how you can say you didn't know about the *** warranty or that you only had one contract when you are the one that showed me both. One had the warranty and one did not. **** said he talked to you over the phone and you requested the warranty to be canceled which we showed you proof it was completed and gave you a copy of that.

At the end of the day the amount you wanted to finance has been corrected on our end. The warranty was canceled. There is no reason to keep going back and forth because we have done all we can and there is nothing more to do on our end. It's simple at this point either make the payments or pay the vehicle off, but either way has nothing to do with us.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: The other contract that I believe was forged was sent to me by Honda Finance (not by you) and they said this is the contract you sent to them. I did not get the contract from you and never signed it, whether on ipad or paper. I only got and signed 1 contract from you. The one with the lower amount and has both my signature and your signature both on ipad and paper. I attached all contracts to my initial claim. So, I have never signed that contract and never seen it until Honda Finance sent it to me a few days ago and said you sent it to them. The contract has no VPP in it, and I still do not know what VPP is.
Why would I sign 2 contracts? Why would anyone sign 2 contracts in a dealership? I signed only and have a copy of only the one I signed. The other one I showed you was the forged one. You need to do an investigation on why there are 2 different contracts.

Your dealership sent a wrong contract that I never signed. The contract had a higher amount. This is what caused all the problems, I am not sure why you are not understanding that part and claiming that I keep complaining instead of taking responsibility on the damage your dealership caused to me.

**** is wrong, I met him in person first time, ask ****** ***, I met him there when I showed up first time. **** also took a copy of the real contract that I signed when I met him in person. Again, I never talked to **** over the phone. This is another lie. I would have liked to but he never answered me that is why I had to make the trip twice.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
At this point everything is correct on our end.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: This is not resolved with me. You altered the contract and caused damages you need to pay for. I still have not got refunded too. I need BBB to look into this case. The dealership is not taking any responsibility for the damages they caused, and they are not honest. They can do this to other people, and they have done based on previous complaints.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
Everything is complete and again we are not responsible for paying your interest.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: Yes, you are responsible of paying all the damages caused by these delays and because you altered the contract including interest and other damages. You need to pay for altering contracts too, there should be a penalty for that. This should never go under the rug. You will do this to others to squeeze money out of them.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
How does the dealership benefit? Do we make a penny more from your deal? The answer is no, so not sure what you are talking about. The dealership has no benefit if you pay the vehicle off or your daily interest, that would be the bank you financed with that possibly makes money. Again we have completed everything for you and we do not benefit a dollar from your complaints.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: you are missing the point that the dealership altered the contract and increased the amount we agreed on without my consent. This is how the dealership makes money.
on another note, I talked to Honda Finance and they said they have not received anything from you.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
Did John print off the cancellation and the amount also? I was in the office and saw him print it off and hand it to you. We can't speed Honda up to do their part that is why we tell customers it could take 4-6 weeks. It's possible it could be sooner, but we try to give correct expectations. So again, we have completed all we can do for you from the dealerships end.

Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: John gave me a peace of paper that does not mean anything. He also gave that contract that I signed and then it was altered and another contract was sent instead of it. The whole thing is fraud. Honda finance told me the received nothing.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
I'm sorry the cancellation takes time but again everything on our end has been completed for you.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: you do not understand what I am saying. They said they received nothing from you.

Sincerely,

Adel El-nabi
Business Response
Date: 01/16/2025
I do understand and like I've tried to tell you many times it takes time. We have canceled the warranty and once Honda cancels it on their end you will see the total amount financed updated. We can't update Honda Finance and we can't make them process anything any quicker unfortunately. So, it looks like we can keep emailing back in forth through the BBB until Honda updates the cancellation and then you will see everything I've been saying is true.
Customer Answer
Date: 01/16/2025

Complaint: 22807055

I am rejecting this response because: I want this case open until I see I get a refund. I also want the dealership to take responsibility for the damages they caused due to altering the contract without my consent. Right now, they don’t even see they caused any damages. This needs to be resolved.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
No response needed because customer is waiting on Honda not AutoNation to process a cancellation.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: you mentioned that I got a warranty from you which I did not. Can you send a proof that I signed for a warranty and what the terms of this warranty are?

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
I'm not sure what else to do with this customer. As you will see we have gone back and forth, and I've answered all questions. He purchased a warranty and then canceled it which we processed Jan. 7th, 2025, but Honda also has to process it before the amount will be deducted from his loan. We told him this could take 4-6 weeks. He financed the vehicle for 72 months and also wants us to compensate him for his interest which we will not do since that is his responsibility. Any recommendations would be helpful at this point.
Business Response
Date: 01/17/2025
Here is a copy of the warranty and also the retail purchase agreement. The warranty was canceled Jan 7th, 2025 by John and Honda has to process it which again could take 4-6 weeks.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: I did not sign this contract and never seen it. The only contract I signed was the one I have a copy of and got from the dealership. I attached that contract that I signed and got from the dealership on the day on purchase. This dealership adds items to the contract with no customer consent. This is a major issue of fraud. This needs to be investigated so this dealership does not do it to others. I think this is a customer right.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
We have the paperwork with your signatures which you asked for and I provided.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: exactly, I also provided a contract that has your signature that is different than this one and you gave me a copy of. I did not sign 2 contracts. One of them is forged. That’s why we need to investigate this.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
I did investigate this when you came into the store and brought the issue to my attention. Your issue was the amount on the contract was different which we clarified and showed where John had already canceled the warranty that you asked him to do. You also said the interest rate was different on the 2 contracts you had, so I walked into John's office with you. The 2 of you did all the paperwork together and he explained what happened and that he already canceled the warranty. He also talked about getting a better interest rate and you accepting the warranty as long as the payment did not go up. I sat and listened to see if anything was off and you did not question anything in person. We have all the correct documentation and no fraud was committed. If there was anything incorrect with what happened you would've stated that while we were in John's office. When you left there was no issue other than you wanted to see the amount from your loan with Honda to be updated and I told you it could take 4-6 weeks. Other than that when you left the dealership you did not bring up any other issue.
I'm sorry you feel like the dealership did something wrong, but after my dealings with you and looking over all the details of the deal I can't see any issue. I've contacted Honda and asked if they could expedite the cancellation for you but there is no guarantee that will help.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: this is story is not true. That’s why I need a third party to investigate this. I have a contract that I signed and there is another one I did not sign. You are lying to cover up on what exactly happened. I will not let that go, sorry.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
Everything I witnessed and all the paperwork I've looked at is correct. There is nothing more I can do for you.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: it is not correct

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
To the best of my knowledge it is correct.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: not to my knowledge

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
I hope Honda cancels your warranty soon, so you will be exactly where you want to be.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: this is not the main issue. The main issue again is that the dealership altered the contract without my consent. You will not divert from the main issue. This is not resolved for me.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
Everything I can look at looks to be correct in the deal.
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: things don’t look correct to me. This issue is not resolved at my end. Please publish and let customers decide.

Sincerely,

Adel El-nabi
Business Response
Date: 01/17/2025
No response needed because I've answered everything
Customer Answer
Date: 01/17/2025

Complaint: 22807055

I am rejecting this response because: I disagree with the response. This is not resolved.

Sincerely,

Adel El-nabi
Business Response
Date: 01/18/2025
Everything we can do at the dealership has been resolved. He is now waiting on Honda to update their system.
Customer Answer
Date: 01/18/2025

Complaint: 22807055

I am rejecting this response because: no, there was fraud and contract alteration that dealership is denying

Sincerely,

Adel El-nabi
Business Response
Date: 01/18/2025
I can only investigate and look at the legal documents which I've done.
Customer Answer
Date: 01/18/2025

Complaint: 22807055

I am rejecting this response because: there are discrepancies in the contracts. Their answer about the reason for discrepancies is full of lies. We signed one contract. They changed it without my consent. The dealership is persistent that this did not happen. The dealership seems to have done this with others in the past based on previous complaints. He will keep responding with nonsense and saying everything was correct to cover up on their actions. Hate people who do that.

Sincerely,

Adel El-nabi
Business Response
Date: 01/18/2025
I personally made sure the discrepancies were corrected before you left the dealership.
Customer Answer
Date: 01/18/2025

Complaint: 22807055

I am rejecting this response because: so you agree that there were discrepancies and that the contract was altered without my consent.

Sincerely,

Adel El-nabi
Business Response
Date: 01/20/2025
I absolutely do not agree with your last statement.
Initial Complaint
Date:12/26/2024
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.
On 12/20/2024, I went to Honda Autonation 385 for a routine oil change on my 2024 Honda Pilot. The service was completed in 3 hours -- this place is always slow so I knew to expect a wait. When I received my vehicle the driver's side window glass was cracked. The service advisor **** ******* advised that it was cracked when it came in showing a picture of the door with the window down (not the side of the car, just a picture of the window down). He advised that since I drove in with it down there was no way to determine whether it was broken when I entered the service bay. I told him it was not broken and something happened to the glass after they took possession. The conversation went downhill from there. I asked for the service manager or general manager and was advised by Mr. ******* as well as another employee that they were both off and not available. I left and called Honda Autonation asking for the general manager or service manager, both calls went to voice mails and I left messages. To date, I have not received return calls. I called another ****** Autonation (an affiliated location) and spoke with someone who gave me the name of the Honda Autonation 385 GM and instructions on how to get him on the phone as he was working that day. I called back spoke to someone who advised they sat next to the GM's office and would go speak with him about my issue. Around 2 pm I received a phone call wherein Mr. ******* proceeded to reiterate that my window was down when I drove in. The conversation ended when Mr. ******* hung up after I said that in sum he said I was lying and just there to get a free window. Mr. ******* has not returned subsequent phone calls. I'd like to find out who owns Honda Autonation 385 to discuss.
Business Response
Date: 12/26/2024
As the ** of the store, I was made aware of the issue only after the complaint, so I pulled up video to see what happened or if the window was already cracked. The window was rolled down before entering our service drive and our service ****** ***** parked the vehicle on the lot and rolled the window up before he exited the vehicle, and he noticed the damage on the window. The tech who did the work also mentioned before opening the door to pull the vehicle into service the window was damaged. I tried to have a conversation with the customer and explain what i saw on video and what the 2 employees told me, but the customer would not listen and kept talking over me. I waited for to stop talking and when I tried to explain what I saw she cut me off and made threats to the point I simply said goodbye and hung up. The damage was not done by anyone at AutoNation, nor do I know when the damage occurred because it was already damaged before we moved the vehicle the first time. I was nice and polite to the customer and called her back after looking into what happened and if anyone was unprofessional it was the customer!

Customer Answer
Date: 12/27/2024

Complaint: 22731777

I am rejecting this response because: Driving into the service bay with the window down is not evidence of the window being cracked prior to arrival. Also, when first confronted by me, **** ******* showed the picture of my window down saying he took it when he walked out to the vehicle to check it in. Additionally, ***** when asked directly by me at this same time in the presence of **** *******, advised he didn't notice or remember the window being up or down. As far as being rude, Mr. ******* called me with a defensive, confrontational attitude. The tone of the conversation was set by him. Advising at one point in the conversation that ***** was sitting in the room and could hear everything I said to which I replied, "Fine. Is there anything I've said that's not accurate?" (to which there was no response). I have no idea what Mr. ******* is referring to when he said I made threats. There were no threats uttered by myself or the use of unprofessional, inappropriate language. The crack in the window is in the driver's line of sight and would not have been missed by me. We do not live in a climate where extreme swings in temperature would have caused the crack. Further, there is an impact point in the crack. Something hit the window hard enough to crack it. I believe someone in the work bay accidently struck the window with a tool. Again, I'd like to know who owns Honda Autonation 385.
--******* ******

Customer Answer
Date: 12/27/2024
Please be advised that I just learned the ** is Mr. ******* ********, not "*******" as I was mistakenly referring to him. -- ******* ******
Business Response
Date: 12/27/2024
AutoNation **************** is located in Ft. Lauderdale, ***

The damage to the vehicle was to the drivers door window not the front windshield. And we agree that it does look like something hit the window causing it to crack which was done prior to the vehicle being parked by our ****** and he noticed the damage when he rolled the window up. The tech who did the work on the vehicle also noticed the damage as he got into the vehicle before the vehicle ever went into the shop. Unfortunately, the damage was done before we worked on the vehicle. Sorry.
Initial Complaint
Date:09/04/2024
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.
On Fri. 8/9/24, I purchased a 2017 Dodge Journey at Auto Nation Honda 385 for *********. On Fri.8/23/24, I returned the vehicle back because it was burning,smoking,and not picking up speed after sitting still while running for at least 30min for 1 week or longer. This was seen and acknowledged by the the sale manager ( ****** ****), which sent it out to a shop to be fixed, since it is under warranty. The shop found multiple problems awrong with the vehicle and don't know when it will be fix per the General Manger (***** Haltchock). The only he said is to wait to get fix and trade it in for another vehicle or keep it .
Business Response
Date: 09/05/2024
We warranty our pre-owned vehicles free of charge to the customers for 90 days or ***** miles and we have a 5 day return policy. This has been explained to the customer and the vehicle is being repaired and should be complete either today or tomorrow. This was not good enough for the customer and is only interested in getting a refund which is not an option.
Customer Answer
Date: 09/18/2024
I ask for my back or a new motor, they refuse both.The car is still in the shop now,and no one knows what is wrong with it. I got it back 2 weeks ago for 2hrs before it started back smoking again and I hat to take back to the shop. I called the shop yesterday and they told me I need a new engine but it would have to be cleared by *********** and see it the warranty will cover a used engine. I paid cash for this vehicle on 8/9/2024 and drove it for less than 2 week with smoking and Auto Nation and ********* has had it every since 8/23/2024 til now 9/18/20 almost a month

Customer Answer
Date: 09/20/2024

From the CONSUMER:
Sent 9/18/2024 11:14:56 PM
I ask for my back or a new motor, they refuse both.The car is still in the shop now,and no one knows what is wrong with it. I got it back 2 weeks ago for 2hrs before it started back smoking again and I hat to take back to the shop. I called the shop yesterday and they told me I need a new engine but it would have to be cleared by *********** and see it the warranty will cover a used engine. I paid cash for this vehicle on 8/9/2024 and drove it for less than 2 week with smoking and Auto Nation and ********* has had it every since 8/23/2024 til now 9/18/20 almost a month
Business Response
Date: 09/20/2024
The vehicle is in the shop and will be covered under warranty. I understand the frustration waiting to get the vehicle repaired but waiting on parts has been an issue. As soon as the vehicle is repaired the customer will be notified.
Customer Answer
Date: 10/03/2024
The vehicle is still in the shop, now (10/2/24) 2 months from the day I bought it. I only drove it for less than 2 weeks and it's been in the shop,all this time. It is not waiting on parts, at the first the shop was trying to find out what was wrong with it and nowthe shop is waiting on the the warranty company to decide it their going to pay to put in another engine because the engine is bad and they want the shop to find exactly what is wrong with the engine. My warranty is only for 3 months, the warranty will be expired in another month and I still don't have the vehicle because it been in the shop the whole 3 months, that defects the purpose of the warranty if I haven't even drove the vehicle. And I still don't know if the warranty company is going to cover the engine per the shop.(Fox Plaza Tire)
Customer Answer
Date: 10/21/2024

From the CONSUMER:
Sent 10/3/2024 11:57:21 AM
Read by *************************** on 10/3/2024 11:58:39 AM
The vehicle is still in the shop, now (10/2/24) 2 months from the day I bought it. I only drove it for less than 2 weeks and it's been in the shop,all this time. It is not waiting on parts, at the first the shop was trying to find out what was wrong with it and nowthe shop is waiting on the the warranty company to decide it their going to pay to put in another engine because the engine is bad and they want the shop to find exactly what is wrong with the engine. My warranty is only for 3 months, the warranty will be expired in another month and I still don't have the vehicle because it been in the shop the whole 3 months, that defects the purpose of the warranty if I haven't even drove the vehicle. And I still don't know if the warranty company is going to cover the engine per the shop.(Fox Plaza Tire)
Business Response
Date: 10/21/2024
The vehicle has been approved and all parts are at the repair facility. There were 3 engine jobs ahead of our vehicle, so as of today 10-21-24 we are next to be repaired. As soon as the job is complete we will contact the customer and let her know. I'm sorry it has taken so long to get the approval and parts, but the waiting game is almost over.
Initial Complaint
Date:04/17/2024
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.
My name is *********************. I purchased a 2024 Honda Civic from AutoNation Honda in *******, ** on Mar 14, 2024. I have had several issues with Autonation and their questionable selling/financing.First of all, I didn't think much about it but they didn't give me paper copies of the entire deal at the time of the purchase. I had to request them and have someone pick them up. I live two hours away. They couldn't/wouldn't mail them. They tacked on $ ***** in additional warranties that I did not know I was paying for. The financial person (*******************************) that handled my deal said I had an appearance package (which ended up costing me $1059) and a wheel and tire package ($595). He explained what they did, but did not disclose that they cost money. He slipped in the two documents electronically, while I was signing for my car. In addition, they had another extended warranty added that was $1705.00 that I did not see in any document that I signed. Luckily, I was able to cancel all of these extra add-ons. They charged me for something called a Web Desking Fee. On the initial document it was called Honda Guard. The fee for this is $2,986. ******************************* the Manager said it was the price for using Honda Financing and ******************************* said it was for window tint and wheel locks on the car. They didn't pay the correct amount on my taxes that they said they'd pay. The sales tax on the actual paper doc I signed was estimated to be $846, but they only sent ****** to the tax office. This would have left me paying the difference. The WORST thing that they did or worst mistake made was changing the deal. I told them I wanted the 5 year 4.99% APR. I signed a paper doc. for 6 years at 5.90% APR and when I got my first bill the uploaded document that I never saw or got a copy of was for 84 months at 6.89%. They said they were going to fix it, but now they are unreachable.
Business Response
Date: 04/22/2024
1. The laminated window sticker shows Tire and Wheel and Appearance on every new vehicle addendum on our lot along with the Honda Guard which are the accessories added to the vehicle once the vehicle arrives on the lot. This is on every new Honda we receive.
2. The Sales menu which the sales rep goes over with each customer also itemizes the items listed above and the customer signed after agreeing to the price and bottom-line price.
3. The finance menu has additional options that a customer can choose from. This also has the sales price, rate, and term on it. If you choose any of the options the payment choices are at the bottom which were for 72mo and 84mo which the customer signed.
4. Individual product forms detailing what was covered and the cost for each was also signed.
5. The finance contract shows all the numbers and interest rate which details the options and costs also signed.
6. And lastly, the retail buyers agreement itemizes each product and cost which was also signed.
I'm not understanding how a customer could not know what was on the vehicle they were buying when we at AutoNation go over all the numbers and options with every customer and customers pick their options and payment plan that works best for them. I understand the customer canceled the products and unfortunately, we can't change the contract that was funded. Also, the customer lives in ** which we collected the 5% tax rate for MS and sent to the MS ******* office. If any additional money was owed it was a county tax or a late fee because the customer did not register their vehicle in time.
I do not like the fact the customer feels like we did something wrong but after looking into the deal I can't see anything wrong with the transaction.
Customer Answer
Date: 04/22/2024

Complaint: 21591505

I am rejecting this response because: There are two different contracts. The one the dealership sent to honda finance, which has a copy of what they did not give me and the one that I ACTUALLY signed!!
If you look closely at the Retail Purchase Agreement it says it was signed on 3/15/2024. I know that's not my signature. I wasn't there to sign it and it isn't my hand writing.
The way that AutonationHonda385 has treated me is inexcusable. They have been rude and discourteous.
The Mississippi tax rate is 7% not 5%. That's just not being diligent with correct information.
The resolution I seek is that they at the least find a way to make it right. I signed a 72 month contract at a lower rate. They chose more months and a higher rate FOR ME. here has been some forgery too, which is obviously illegal.

Sincerely,

*********************
Business Response
Date: 04/23/2024
Vehicle *** rate and your MS *** rate are going to be different. The 5% MS *** is the correct state *** on vehicles. You do not pay the same *** rate on vehicles as you do when you go to the grocery store or restaurants.
The deal is funded at the bank and there is no way to change the term of the contract once the bank funds the deal.

Customer Answer
Date: 04/23/2024

Complaint: 21591505

I am rejecting this response , because you did not address the fact that the contract was e-signed after I purchased the vehicle. I did not sign ANYTHING on March 15, 2024.

I purchased the vehicle on March 14, 2024. Youre completely ignoring the shady business practices. That is not my signature.
When I spoke to Honda Finance they said it would have to be fixed by your dealership.

Sincerely,

*********************
Business Response
Date: 05/08/2024
************************* our Finance Director has tried to contact the customer by phone and has not heard back from the customer. ****** direct line is ************. We are trying to see how we can help but need to talk with the customer. Please call ****.
Customer Answer
Date: 05/08/2024

Complaint: 21591505

I am rejecting this response because: I tired to call the business back and left a voicemail. The voicemail I left explains that they only way they can fix the issue is to give me the terms I agreed to, which was a 72 month contract with 5.9 percent APR.

Im still waiting on my refund for the additional products I was charged for and cancelled.

Sincerely,

*********************
Business Response
Date: 05/08/2024
The products have been cancelled and it will take a few weeks to reflect on a statement.
****, our Finance manager has called and left a message and is waiting for you to call him back to help you accomplish what you would like to do.
Initial Complaint
Date:08/29/2023
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 was sold a vehicle June 8, 2023 by *****. In less than 90 days, this vehicle also has put me at risk because I can't replace brakes and potentially putting myself and other drivers in ***** way- because the wheel lock key was not provided by ***** or anyone at Auto Nation. I reached out to ***** by email to inquire about the missing key. When he contacted me, not only did he NOT provide clarity on the missing key, but he goes on to discuss his knowledge about other makes and how important having warranty insurance is for things like this and then he referred me to the Finance Manager ****. I then contact **** by email and then by phone. **** assured me that he would get back to me with a solution and then suggested I call *** to see about getting a replacement key. I visited ***. They provided me the code to purchase a replacement key as they do not replace keys. I reach out to **** and offered the information. I waited a week (keep in mind this brake service indicator light is STILL on) and called **** again. He explains to me their due diligence research and tells me that no one has an answer. He then suggests that I call their Service Manager (thats in the same office as him keep in mind) and ask him to see what else can be done by Auto Nation as they are not equipped to assist. He suggests that I go BACK to ***.*** advises and provides an estimate to remove the wheel locks of $291.61. I send this to **** and called. He advised he would need to ask the General Manager if Auto Nation can pay ***.
Business Response
Date: 08/30/2023
So this is the 4th site this customer has written about our dealership since yesterday. Yesterday afternoon was the 1st time I've heard about this and this *** she purchased was found out of state. The AN dealership that originally inspected and had the vehicle for sale did not remove the wheel locks and from I understand the customer doesn't know where the lock is. We did the paperwork and had the vehicle transported here locally to help the customer out but we do not do an inspection since it was already completed. Also, if given a chance we could call people we know at *** and ask if they could use a master key to take the wheel lock off at no charge. Again, all this has come ** in less than 24 hours and we weren't given a chance to help.
Customer Answer
Date: 08/30/2023

Complaint: 20540024

I am rejecting this response because:
I was not sold a vehicle out of state. I live in the same state as where the vehicle was sold. i reached out to my salesperson by email who then sent me to the Finance Manager who then sent me to *** and the Service Manager. The locks came on the wheels of the car. AN installed new tires and resurfaced the rotors so that meant AN was the last person in possession of the wheel lock key (which is the issue). I've already been to *** about ordering a replacement key however since the locks were installed by AN with an impact tool and not manually, the key does not work because I purchased the key and took it to AN's ****************** 08/29/23 and their Service Manager, **** was not able to use it. I was also informed that AN isn't equipped to remove the locks and that I have to go back to ***.. *** will need to remove the locks by an alternative method and replace the locks with lug bolts and the estimate was sent to AN. I have attached the following:
- AN inspection report confirming new tires being installed
- E-mail correspondence confirming that this issue goes beyond 24 hours
- Receipt confirming purchase of replacement key
- Screenshot of a text message from my Salesperson acknowledging my issue
- Estimate of repair from ***

I am not certain who is responding to this complaint but I can assure them that just because they've just learned of an issue (which is not the issue they're confirming but the one I've put in the complaint) does not mean it has arised in the last 24 hours.

Sincerely,

La *********************
Business Response
Date: 08/31/2023
Again, we did not inspect this *** at Autonation Honda 385. The dealer where the customer found the *** serviced the vehicle and did the 125pt inspection. I agree if they took the tires off then that AutoNation dealer should have the key to the locks. The customer paid to have the vehicle transported to our location for her to pick up, so she is aware this vehicle was brought in from another location to our store for delivery. I'm not sure why *** would not use a master key and simply take your lock off at no charge since we do this for any Honda customer that pulls in our drive. And we replace the lock with a regular lug nut which should be the simple solution here.
Customer Answer
Date: 08/31/2023

Complaint: 20540024

I am rejecting this response because:
We can go back and forth all day about this however the bottom line is the owness is on Auto Nation Honda 385 and not me, the customer. *** does not have master wheel lock keys for previously installed locks. *** would have willingly removed the locks and installed lug bolts but not free of charge as the car was not sold to me from a *** dealership. It is exhausting, frustrating and embarrassing that a dealership is not familiar with vehicles sold to customers regardless of the make of that vehicle. It is equally embarrassing that when a customer (that has referred three sales since my vehicle was sold to me) is having an issue within 90 days of purchase that no one (this dealership nor the dealership in *********) thought enough of the CUSTOMER to help provide a REASONABLE solution where the customer isn't the one that has to do all of the leg work or be out of more money. Let us not forget that this vehicle is still unsafe to drive and that should I return it and cancel the contract that Auto Nation (be it this location or the one in *********) still has to address the issue of the wheel lock key before it can be sold to anyone else.
I reached out to this dealership for guidance and I received nothing but a lecture and unanswered phone calls in addition to empty promises. Even with the documentation presented previously, this dealership is still finding ME at fault for an issue that I did not create. Auto Nation as a whole owns all of the vehicles in their fleet and it is not the responsibility to know more a vehicle than the dealership. If Auto Nation is not equipped to be well versed in ALL of its inventory, then please do not sell another vehicle that isn't specific to its specialty. Also, please note that since my *** manual does not mention wheel locks, what reasonably minded consumer would think to inquire about a missing key for an addition not supported by ***?

Sincerely,

La *********************
Customer Answer
Date: 08/31/2023
This Auto Nation Honda 385 keeps mentioning the vehicle sold to me was a transfer from another location, however my Sales Contract is with Auto Nation Honda 385 and no other location . There is no mention of this being a transfer anywhere. The only way I learned of the other location is because the sales person handed me with my contract an inspection report on the letterhead of another Auto Nation location.
Initial Complaint
Date:06/13/2023
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 June 11, 2023 I brought my 2018 Honda HRV to Autonation Honda 385 for a scheduled oil change & tire rotation. The service tech, *********************, attempted to upsell me on several other services when I dropped my car off. I declined all offers. He presented a price quote of $69.95 for the services I requested, and I signed that quote. After I signed it, he said my total would be $189. I asked why, and he tried to rapidly doubletalk a bunch of nonsense to justify the switch and bait on the cost of services. During this exchange, he made several sexist remarks to me calling me "darlin'" and repeatedly asking me to smile. I was told my car would be ready in under an hour. After 4 hours had passed, I asked if my car was ready. **** informed me that my car "required" a wheel alignment. I told him to check the service records because they did a wheel alignment already. He checked the records, said it was done in October, and then said that my wheels were so out of alignment that my tires "could fly off my car" if I didn't pay for an alignment. Strangely, this was the exact verbiage used in October to convince me to pay for an alignment. I refused the alignment. Upon picking my car up at 3:45PM, ********************* apologized for ** "getting off on the foot". I paid $92.18 for the oil change and tire rotation. As I pulled my car out of the service bay, I noticed an audible thumping noise coming from the rear of my car. I stopped approx. 20 feet from the service bay to ask my husband to listen to the noise. He walked around my car, & ran back into the service bay. He returned with ****. My passenger rear tire was not put back on the axle correctly. The lug nuts were spinning loosely at the end of their threads, & one lug nut was missing entirely. The tire was wobbling quite easily. **** had a mechanic review the car. **** said the mechanic got distracted when rotating my tires. He replaced the lost lug nut. I was told to call *****, the service manager, but all my calls go unreturned
Business Response
Date: 06/14/2023
I want to apologize for the lug nuts being loose and that should never happen! I'm thankful it was caught while on the lot and we could correct the issue immediately.
As far as pricing we discounted the services due to a coupon and **** the advisor only offered what Honda recommends due to mileage and previous inspection.
Customer Answer
Date: 06/14/2023

Complaint: 20180870

I am rejecting this response because:
There needs to be a safety inspection process put in place to ensure this doesnt happen to anyone else. The business blamed the situation on a mechanic distracted by a cell phone, but if a safety/secondary inspector had reviewed the car after the distracted mechanic finished then this error would have been caught. Lets not reduce the severity of this situation by saying youre glad it got caught by the customer on the premises. Any other outcome in this situation would have resulted in property damage, bodily injury if not death, and trauma.
In regards to the service advisors dialogue, he should be trained on professionalism and sensitivity training in regards to sexism. If youre going to claim up front pricing on your services, then provide an accurate upfront price quote instead of having customers sign one document with one price and then telling them they owe more later.
Do better.

Sincerely,

*********************************
Business Response
Date: 06/15/2023
I'm not here to back and forth through the BBB when I'm easily available 6 days a week at the dealership. I'm not questioning any of your points and I agree with you.
Initial Complaint
Date:01/29/2023
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.
Leased a 2017 Honda CR V From *************************. at ************************* waipio After almost a month, I was notified by *****, the finance manager that he was originally hired and was unaware of ************************* no lease policy to Uber drivers. What ***** said whats to come on in, and he could easily converted to a finance. I met daddy and discussed options I told him what if I dont wanna convert he got strictly white and said that he would have to cancel the lease take back the car and you give me my $**** down payment back so I told him how about I put that on another 20 to open in addition to the already **** that I had and its called Rivertown DOIT surprise when He returned, and told me that management had declined the offer, but what are you willing to offer an extended warranty package worth $**** free of charge as an Incentive to convert to finance I converted to finance and at the end of the year, looking over my loan balance with my bank. I asked him why he was unusually high. They told me to go to the dealership meeting with ************** said my loan balance with unusually high looking through my files even pulled out extended warranty paperwork and said this is where your problem is you purchased a $**** package I replied, saying daddy dont you remember that was offered to me as an incentive free of charge to convert to financing, and he replied by same thing you expect me to remember something happened almost a year ago and I said yes because because of your mistake you wish you were so afraid that I would not convert and that fear would make you remember this incident like it happened yesterday. Presently I have unsuccessfully tried to resolve this matter. I get the impression that ************************* does not wanna be concerned of A clear case of predator scheming business practice I need to resolve this issue. Thank you.
Business Response
Date: 01/30/2023
This complaint was not meant for AutoNation Honda 385. There really isn't anything to respond with other than the complaint needs to go to the store she has an issue with. Sorry.
Initial Complaint
Date:01/02/2023
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.
On 11/15 i traded in my 2019 ****** altima which was in good condition for a 2015 GLK 350! The salesman *************** did not go over any warranty information. The only warranty information I was provided was the dealer warranty sticker. The vehicle was needing a tire sensor. Auto nation agreed to cover that but I would have to take it to ******** in ************. While there I had inspection done and discovered an oil leak. Autonation is giving me the run around and choosing not to be responsible for this. The last CARFAX service states October. I should not be responsible for an oil leak in a vehicle that Ive had less than 48 days. Do you really think I wouldve purchased a vehicle with an oil leak? The lack of customer service is unprofessional. ******** informed me that they advised autonation to explain to me and they failed to do so. I put 2k down on the vehicle and now they expect me to be responsible for a $1800 repair. This is not right! I have emails from ********************* the sales manager telling me this would be covered under warranty. He tells me one thing and then tells ******** another. I am furious and want immediate action. I personally came to speak with ***** about this issue after I found out and he told me I would be good with the warranty. somebody is lying and I need the vehicle repaired ASAP!
Business Response
Date: 01/03/2023
***** has been in contact with this customer about his vehicle. We have informed him that he does have a 90 day warranty that the dealer provides at no cost to him. We also called a few different repair shops trying to help expedite the repair for him. Unfortunately, only one of the repairs was covered under the warranty therefore the customer would be responsible for the non-covered repair. ***** has told the customer this multiple times and even in the texts provided it said the warranty will probably cover it but if it doesn't the store would not be responsible. Used vehicles at times have repairs and we are sorry he has an oil leak but if the warranty does not cover the repair that is an expense to the customer.
Customer Answer
Date: 01/03/2023

Complaint: 18671527

I am rejecting this response because:
The dealership is not being honest. Why would you sell a vehicle and you are unsure of the warranty details concerning the vehicle. No documentation supported the Vehicle being inspected before it was sold. No one went over the warranty details with me. ***** doesn't have a clue of what's really going on. He is talking in circles. Your 90 day dealer warranty that was provided to me on the day of purchase states that the dealer will pay 100% of the labor and 100% of the parts for the covered systems. Seals and gaskets are listed under the systems covered. This paper is the only warranty information that was provided to me at the time of purchase. The leak is is connected to the Engine. So it should be covered. Why sell a vehicle that warranty is no good on? Out of good faith Autonation should do the right thing. It is unfair to sell a vehicle with an oil leak to a customer and expect me to come out of pocket to repair it. I spoke with ********************* ****************** attendants and they agreed that I should not be responsible for this. In fact one of their employees use to work for Autonation Honda and stated that you all are liable for this. I trusted my salesman ***************. He suggested the vehicle and went and picked up from Wolfechase. He should've ensured that inspections etc. was done on the vehicle before presenting it to me. If the warranty doesn't cover engine related issues then what does it cover??? ***** gave me a warranty paper on 1/2/23 that I took to ********* ******** called to verify the warranty. They learned that the warranty was not even registered and active. They also noted that it wouldn't cover what needed to be done. The dishonesty here is shameful. It is sad that a business would take advantage of customers this way. I am attaching my conversations via email with ***********

Sincerely,

*********************
Business Response
Date: 01/04/2023
The 90 day warranty will pay for labor and parts for covered repairs. The repairing dealer must call in the repair and the warranty company either approves if a covered repair or declines the part if it's not a covered item. If the warranty wasn't registered as you stated ******** told you, then how would they know what the warranty covers? ******** needs to call back and ask the warranty company if the needed repair is covered vs. suggesting they don't think so. And if ******** says the part is not covered, I would ask why and what part is needed for the repair. Sounds like ******** is trying to make money vs doing warranty work.
Customer Answer
Date: 01/05/2023

Complaint: 18671527

I am rejecting this response because:
*** from ******** has made several attempts to contact Autonation and ********************* to discuss warranty and the lack of. ******** has called to verify the warranty information that ********************* sent over. The Warranty is invalid. Your dealer warranty that you taped onto the vehicle is not honoring what is listed on the details. Lets stop the blame game and do the right thing by fixing the vehicle. ******** dont have to fix the vehicle, it can go to another repair shop of your choice. I just want the oil leak fixed on a vehicle I purchased from you on November 15,2022. I should not have to pay for this repair. Surly we can come to some type of reasonable agreement to have the vehicle repaired. Lets do the right thing.

Sincerely,

*********************
Business Response
Date: 01/09/2023
I had my service department check on the warranty and you were right it was not registered for some reason. I had the warranty expedited and it is registered so the repair shop can call the repair in now. Again, I'm very sorry the warranty was not already registered!!
Customer Answer
Date: 01/09/2023

Complaint: 18671527

I am rejecting this response because:
May I have a copy of the warranty? Can you all select a repair shop that will accept your warranty since you know more about it? I was also notified that particular warranty is near expiration according to the warranty details. The golden question is will this warranty cover the repair of the oil leak?

Sincerely,

*********************
Business Response
Date: 01/11/2023
please bring your vehicle in to our service department before noon tomorrow Jan 12th or 13th with the paperwork from ******** that has the correct diagnoses. I will have our team call the repair in for approval and I'll be more than happy to get you a copy of the warranty. Just ask for me when you arrive and I'll help you out.
Customer Answer
Date: 01/11/2023

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.

I will bring the vehicle into the dealership by the 13th before 12 noon as indicated. I DO NOT want this case closed until the vehicle is repaired.

Sincerely,

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

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