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:04/24/2025

  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 purchased a car on February 28, 2025, exactly a 2017 Jeep Cherokee for a total amount of ****** USD in cash. On Monday, March 3, 2025, I visited the dealership because said car had a noise in the front right tire, they did not give me an answer about the condition of the car at that time, my car has been under inspection for repair since March 19, 2025 within the dealership because it presented problems with the windshield, damaged radio, and damaged rear camera that made it impossible to assist in reverse, it is the date today, April 24, 2025, that I have no response regarding the repair of my car, nor am I given the capacity for a change and I have not had my car since the aforementioned date and although the dealership lends me a car for daily use, due to damages, I do not think it is the best solution and I am worried about future events.

  Business Response

  Date: 04/30/2025

  Mr. ********* has been communicated with in regard to the issues with his Jeep.  We have already fixed the rear camera, could not duplicate the concern with the radio, were not aware of any issues with the windshield.  We have reached out to Mr. ********* in regard to this, in order to try to assist.  Currently, we have sent the vehicle to Jeep to be diagnosed for the noise concern and will keep Mr. ********* up to date.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  Purchase vehicle from AutoNation west Austin in January or February of 2024. In May of 2024 we drove to ******** to visit family , and during our travel our transmission blew and we had to have it replaced. It was in the shop at Auto nation Acura here in **************** for 3 weeks and also replaced under warranty . It is now December of 2024 and we are told that both the transmission and engine are bad , and the warranty is out . We currently have the loan for the vehicle through *********** and our estimated pay off is between 12 and 13 thousand dollars which puts us in negative equity with the vehicle . At the time of purchase we put ***** dollars down in which we are requesting a refund from the dealer . Also we are no longer residing in the state of ***** and we are requesting that the dealer the vehicle was purchased from cover the cost of repairs at the auto nation near us .

  Business Response

  Date: 12/09/2024

  We have spoken with the ********* and have advised that they did purchase an extended vehicle service contract.  We have provided them with the information in order for them to make a claim under their coverage.    

• Initial Complaint

  Date:09/03/2024

  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.

  Purchased a vehicle with a nice size down payment 5 months ago. Within a week car had issues. Was taken back to dealership. Was placed in a loaner vehicle for a few days. Received the car back, 2 weeks later car begin to have issues again with check engine light on, stalling at stop lights and signs. Took vehicle back to be looked at. Dealership placed me in a loaner and had my car for about a week. I then asked for a refund or different vehicle. That request was denied. Got the car back and within 5 days check engine light was back on. Took the car back and this time they had the vehicle for 5 WEEKS. Received my car back 6/11/24. Here we are to date, on 8/19/24 car began to make a ticking noise. Took it into dealership on 8/22/24 and was told could not assist me. Ive tried talking with the salesmans and **. Nothing has been done. I took it personally to a shop and had to pay out of pocket for diagnostic test. The Engine is no good. Car needs a new Engine. Auto shop I took it to stated the issue with engine was before my purchase and they just put a bandaid on it. Have only had this vehicle for 5 months.

  Business Response

  Date: 09/04/2024

  Mrs. ***** purchased her vehicle on 3/30/2024 with ****** miles.  On 4/5/2024 the vehicle came back with brake rotor pulsation, and we replated the front brake rotors.  Then on 4/24/2024 The vehicle was brought back with a check engine light and was diagnosed to need a purge valve replacement which was completed and picked up on 4/30/2024.  The vehicle came back with the same fault, at that point we had it taken to our neighbor ********** dealership, and they diagnosed the vehicle and stated that the repair to the purge valve we made was needed, but the vehicle now needed a leak detection pump to clear the fault.  We authorized ********** to make the repair at our expense and provided a loaner during all of this.  Then on 8/22/2024 the vehicle was brought back with ****** miles on it, over 6k more miles than when it was purchased with what the customer described as engine issues, after being diagnosed at another location.  We explained to Mrs. ***** that she could leave her vehicle to be diagnosed, but we did not have any loaners at the time.  She did not want to leave the vehicle.  We also advised that she could take it to a ********** dealership. 

  Customer Answer

  Date: 09/04/2024

  Complaint: 22229822
  
  I am rejecting this response because:
    Auto Nation is giving me the run around. The vehicle has been taken to ********** and ********** will not accept the vehicle due to it being an Auto Nation warranty and Not a ********** warranty. Auto Nation is telling me to take to **********. ********** is telling me to take it to Auto nation. 8/22/24 I was at the Auto Nation service department and I was turned away stating my car could not be diagnosed due to it being a ********** and theyre a ***** dealership. Exact words. On 8/30/24 I was at the dealership all day trying to get this taken care of. Around 5pm my husband and I needed to leave to pick up our babies from daycare before closing and was told by the ** (***) there were no loaner vehicles. We talked about the shuttle and were told that was not an option either. Was told directly out of GMs mouth in front of salesman(****) and my husband to go ahead and just drive the car. Returned the next day 8/31/24, were there most of the day and had the same outcome. Ive texted the salesman **** all week about options and loaner cars and still no answers. Ive even called the service department and cant get anyone on the phone to ask about loaner vehicles. Dealership is not trying to solve this matter. 
  Regards,
  
  ***** *****

  Business Response

  Date: 09/05/2024

  We unfortunately do not have any loaners at this time.  We have provided the option to trade out of the vehicle but Mrs. ***** has not found a vehicle that works for her.  She has Gold coverage and can use it at any location that she choses.  We have explained to her that we do not have a technician capable of tearing down a ********** engine and advised she take it to a ********** dealership or somewhere that specializes in German vehicles.

  Customer Answer

  Date: 09/10/2024

  Complaint: 22229822
  
  I am rejecting this response because:

  
  I have taken the Vehicle to a Authorize Mechanic shop and the warranty Coverage(which is not a true warranty its insurance, I was misled about that) is not covering the total cost. Repairs will be $6200 and only $3800 is covered. I have only had the car for 5 months. The car was damaged/a lemon prior to my purchase. AutoNation should be responsible for the remaining balance. Repairs need to be paid in full. 
  Regards,
  
  ***** *****

  Business Response

  Date: 09/13/2024

  We would be happy to review what is being covered and what is not with Mrs. ****** but we will not be covering any costs for reasons stated in prior comments.

  Customer Answer

  Date: 09/13/2024

  Complaint: 22229822
  
  I am rejecting this response because:

  
  What reasons were stated in prior comments?  I would like to know what you are referring to. The facts are Ive had problems with the vehicle from the beginning, before the first payment was even due. Im still without transportation and unable to work a full schedule.  *** and AutoNation should be held accountable. How do you plan to fix this matter? 
  Regards,
  
  ***** *****

  Business Response

  Date: 09/21/2024

  As stated, we replaced brake rotors in the front, and a purge valve, plus paid for repairs at **********, and since the vehicle has over 6k miles on it from time of purchase.

  Customer Answer

  Date: 09/24/2024

  Complaint: 22229822
  
  I am rejecting this response because:

  
  Moving forward what do you plan to do to fix this matter? I was sold a car with many problems, AutoNation and ** *** should be held accountable. 
  Regards,
  
  ***** *****

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  july of 2023 my ac was not working and they fixed it, it worked but made a weird noise, honestly didnt care happy i had my car back after 3 weeks. Beginning of august, knock sensor turned on, took it to get it checked, and let them know since i was there that the ac was making a loud noise.They fix the engine, 4 WEEKS with no car. Just picked it up, August 30, and they told me the ac motor was the one making the noise. Not covered by my insurance, i decided not too. Now that i drove it home, the ac doesn't blow cold air. It was working fine when i dropped the car off at the beginning of August, no complain of the coolant.Checked under the hood, when i arrived home and to my surprise a hole in the ac hose. No one at the business is answering calls or being helpful. Text messages between me and mechanic, were he states the ac blower motor making noise, never once or at payment let me know there was a leak going on. Saying i decline work. Never was told.

  Business Response

  Date: 09/04/2024

  Customer dropped off vehicle on 8/6 and was diagnosed and submitted for claim on 8/9.  On 8/14 the claim was approved after several days of providing requested information and photos, at that time an engine was ordered.  On 8/29 the engine arrived and on 8/30 it was completed and at that point we notified the customer that work was complete and ready for pick up.  The A/C was not blowing cold upon arrival, and we did fail to quote repair for the A/C.  Upon learning this the customer came to the store and spoke with our Service Lane Manager and we advised the A/C repairs would be completed on behalf of the dealership expense.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/15/2024

  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.

  The business charged me more than initially verbally quoted for the diagnostic. My vehicle was dropped off 9/8/23 for the diagnostic. The technician told me the estimate would be completed 1-3 business days. But the estimate was not completed until 9/25, causing me financial damages in the form of paying for transportation to and from work. Otherwise I would have not been able to work. The business would not allow me to have a loaner car during the time without my vehicle. The estimate included pictures of dye from a leak in my a/c system. So I believed that this was the cause of my check engine light. And according to the estimate, this was the cause as well. Took my vehicle to a different business, and they werent able to find the alleged leak in my air conditioning system. And now the A/c has been running just fine after they preformed the same service. My check engine light also cleared. Leading me to believe the diagnosis was performed inadequately or fraudulently by Autonation ****** I have attached an email from the service manager at Autonation as well confirming.

  Business Response

  Date: 05/15/2024

  ********'s volt was dropped off on 9/12/2023 and returned on 9/28/2023.  Diagnosis did take longer than expected, and we did not have any loaners available at the time.  Our master technician diagnosed the vehicle and found code P0534 related to the check engine light.  Low refrigerant was found, a leak test was performed and a leak at the evaporator core was found.  ******** was quoted replacement and declined work.  Customer was only charged for diagnostic fee.  There will be no refund.

   

  Thank you.

  Customer Answer

  Date: 05/17/2024

  Complaint: 21711910
  
  I am rejecting this response because the same service was performed and my a/c is now working and if my evaporator core needed to be replaced as stated in the estimate it would not be cold. The diagnostic was not performed in the time estimated of 1-3 business days and I incurred financial damages as a result. The diagnostic was obviously not preformed so Im owed my money back as the service was never completed. 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/22/2024

  Diagnostic was completed, and a leak at the evaporator core was found.  If your vehicle's A/C system was recharged, it will not fix the leak, and the problem will eventually come back.  There will be no refund at this time.  

  Customer Answer

  Date: 05/22/2024

  Complaint: 21711910
  
  I am rejecting this response because:
  I just got a diagnostic, not my a/c charged. There was no leak found by the other shop I went to. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/13/2024

  Type:Product 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 November 11th, 2022, I placed a down payment toward a ***** Equinox EV. This car was supposed to be released in the spring and summer of 2023. They have been greatly delayed and we have purchased another vehicle as we could wait no longer. I have been trying to get the dealership to refund my deposit unsuccessfully. I originally spoke with ***** in Finance on or about April 16h and left him a copy of the receipt. He claimed the computers were down but would process it in the morning. Over the next two weeks, I called and left messages every few days never having my calls returned. I went back into the dealership on the evening of May 1st and spoke with **************** the, the sales manager, who said call him in the morning and he would get the refund processed and again left a copy of the receipts. I spoke with him on May 2nd and said he had already asked the finance department to refund the amount. He said he would call and give me confirmation when he got it back from the accounting department. I had not heard anything by May 6th so I texted. I texted again on May 8th with no response. I texted again on May 11th and he responded that it should go back to your card. It has been 11 days since he said they would process it and no credit has shown up on my credit card. It has now been over almost a month with lots of hassle on my part. I am seeking a full refund and appreciate any help in achieving that.

  Business Response

  Date: 05/14/2024

  Hello - 

  We have refunded customer's credit card for the $500 deposit.  Please allow ***** hours to reflect on statement.  We have reached out ************ to advise and have left a message.  Sorry about the delay.

   

  Thank you!

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have verified that the deposit has been refunded to my credit card.  I am disappointed I had to go through the BBB to get the business to respond to my request to cancel a car reservation and get a refund.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/27/2024

  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 asked shop to diagnose and get my car operable and able to pass inspection. Had my car repaired on January 8th totaling out to 6400$, business failed to properly diagnose car and fix issues. After taking car to another shop I got a new quote for 7000$ in additional repairs needed that AutoNation missed during diagnostic. I would have never agreed to fix car if I knew it need 13400$ in repair. I called GM to file a complaint and receive a refund, but was told they couldn't help me.

  Business Response

  Date: 03/28/2024

  ******************** vehicle was completed with a passing inspection as he requested on 1/18/24 and he picked it up.  We are unaware of any other issues with the vehicle.  We would be happy to discuss this with ****************, but have not heard from him since he picked up the vehicle on the 18th of January.

  Customer Answer

  Date: 03/29/2024

  Complaint: 21491311
  
  I am rejecting this response because: I've already discussed with my advisor that I had issues with repair, had warranty work done but was told I would have to pay for any additional work if repair didn't work. Well after 2 attempts and the knowledge that id be charged either way I decided I needed a second opinion. The shop i took it to has concluded 5700$ more work will be needed and that the catalytic converter will need to be replaced again on part warranty. Additionally he said it looked like it was never replaced to begin with even though I was charged for it. 
  
  Regards,
  
  *********************

  Business Response

  Date: 04/04/2024

  The catalytic converter was replaced, if there were a problem with it, it would have to go to a GM dealership to be replaced under parts warranty.  There was no communication from **************** after the second repair that there were any issues.  We would be happy to discuss any further issues **************** is having, but unfortunately will not be able to offer any compensation.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/2/2023, we purchased a new 2023 Corvette Stingray convertible. During our meeting with the finance person named *******, we were sold several extended warranties. There were misrepresentations, misleading or down right lies about some of the warranties to strongly encourage in buying the warranties. In all, we paid around $10,000 in extra warranties. Of those, there were two in particular that we would like to have refunded but was told no by him and his manager.1. Interior warranty we were told the warranty would cover our seats if they were ever to be torn, discolored or faded. - The fine print of the warranty (60 pages of documents to read through after getting home) states that suede seats are not covered with this plan. Our new car has suede seats. ($1,278) - Was told no because the seats were "treated" with a spray and because of that, the refund was refused.2. Windshield coverage was highly pushed stating that the glass has special sensors built in that only their customer service would perform the recalibration. I specifically asked, "The ****** itself, has sensors." ******* said "Yes!". - It does not and the only reason to recalibrate the glass is if the car comes with front collision detection and/or lane assist, which our new car does not have. Was told no to a refund because they "treated" the glass with a chemical. ($1,700)3. When I asked ******* about other warranty companies, he expressed not to do it because they can install non-OEM parts or even used parts and their warranty only installs new parts. He was using scare tactics and lies to get me to buy into their warranty. He used the excuse that he's been doing this for 19 years and knows what he's talking about. - Their fine print states "the Administrator *** use replacement parts in covered repairs that *** include new, remanufactured, used or non-original equipment."Because of their dishonesty and broken verbal agreement, I am asking for a refund.

  Business Response

  Date: 01/19/2024

  I have spoken with the ************** and we have resolved his concerns.  Thank you!

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  Type:Sales and Advertising 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.

  - April 10, 2023 transaction date ********** amount of transaction -Vehicle purchase only ei: no gap coverage or additional warranties -Deceitfully charged for $6,300 in warranties (video records specifically show declining this monies)-I spoke with CFS director of finance ***************** and was affirmed this was a deceitful charge and a full refund would be given within 3 weeks. ei.April 24, April 27, May 2, May 5, May 31, June 1, August 2, 2023

  Business Response

  Date: 09/13/2023

  The dealership is in contact with ************ to resolve his concerns.

   

  Thank you!

  Customer Answer

  Date: 09/18/2023

  Complaint: 20594168
  
  Currently in communication; hoping for a resolution. As of the limited 6 day timeframe window the issue has not been resolved
  
  Regards,
  
  *********************

  Business Response

  Date: 09/20/2023

  We have spoken with ************ and have resolved the issue.  Please let us know if we can assist with any further concerns.

• Initial Complaint

  Date:06/26/2023

  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.

  Bought a used Yukon in April this year within 24 hours the transmission blew. After waiting 2 weeks, we decided to back out of the sale and get the trade in car back. It has been two months. We have tried numerous times to get in contact with the dealership to reinstate the loan as it was paid off. We have gotten nowhere!! I have tried the lead financial department, the general manager. I get told well reach out and never get a call back.

  Business Response

  Date: 06/30/2023

  We have sent all documents to ********* to Reinstate loan, but have had issues with the title as it is an ****** Title.  I spoke with ****** yesterday 6/29/2023 and informed her that we need 2 signatures in order to reinstate the loan.  We agreed that she would meet me at the dealership today 6/30/2023 to sign documents needed.  We should be able to get title corrected mid-next week and have loan reinstated.

  Customer Answer

  Date: 07/13/2023

  Complaint: 20235528
  
  I am rejecting this response because:

  On April 29 I went and test drove a 2017 Yukon at the dealership. I had a nasty encounter with the dealership and left that Friday afternoon. I received a call from the manager for Sales named *** apologizing for the incident and wanted us to come back to talk about the car and see how they could service us. 
  
  On Saturday April 30, we went back to the dealership and dealt with *** who added more money back into our trade to make us happy. We left with the Yukon we wanted with no issues. Later on that night around 7pm not even 24 hours after having the car, while driving home the transmission blew and we almost didnt make it home. We called *** and informed him what was going on and he said we would need to bring it in on that following Monday 05/01. After we got home with our small children, we ran the codes that the car was giving and there were transmission codes that were stored, (meaning this car had this issue, someone knew, and cleared the codes without fixing it. 
  
  After not feeling safe enough to drive all the way back to the dealership, we had the dealership tow it back due to driving concerns. On May 1, we went back to the dealership to get a rental car. When we asked if the Yukon was towed to the dealership yet, we were told they didn't know. When we got home that night, the car was still there and it took several phone calls to *** to have a tow company come get the Yukon. On May 2, we received a call from *** letting us know the car needed a whole new transmission and it would take under a week to replace and we would have access to the car, we were told it would be fixed by 05/12 with a whole new transmission. 
  
  During the next two weeks we kept in contact with *** to see an update on the new transmission, in which we never heard back. On Friday May 12, we went to the dealership to pick up the car (as promised) and we were greeted by *** who acted shocked as to why we were there. *** told us the only mechanic to place the transmission was out and it would be another week. At this point, we decided to back out of the sale as offered by the dealership. 
  
  The dealership made us come back the next day on Saturday to get the trade-in (as they almost made us leave with the car without tags, insurance, and the loan fixed). We were told we would now deal with **** who is the lead of the financial department. **** told us he knew someone who worked for our previous loan company (Santander) and would give us an answer that Monday as it was the weekend and they were closed. **** let us know before leaving, this issue would be resolved in under 25 days. 
  
  Going to that next week 05/29 I still have no open loan on my trade that I now have possession of. I kept contacting **** as pictured in text, as he never responded. I kept getting told he would call and never hear back. 
  
  Finally the next week I contacted the dealership and asked to speak with the general manager ***. I spoke to *** and he said he knew about the entire situation and would help me. On May 05/30 when I spoke to *** he told me that ********* had sent the title to my trade in and it was received that day. *** explained it would be mailed back to them so they can open the loan to my trade in a Kia ******* During this whole process I have had a temp tag and was told once it expired to contact them and they would issue another to me. I sent several texts to **** asking for a new temp tag as I was driving with an expired temp tag. As you can see in the text he never responded. 
  
  On Friday 06/15 *** called me and let me know he would email a new temp tag and he would call Santander and get an update for me and call me back,  which he never did. 
  
  All I want out of this is to have our loan reinstated from the dealership so we can move forward from this nightmare and find another dealership. I cannot keep fighting with them as I have tried and have been very patient. I am getting nowhere with them as their reviews state. I keep getting refund checks from the previous loan holders who I told the general manager and he had no clue about. I need to fight this as I just want the loan opened up so this nightmare will end. Please see all text from me and Lane, and also my fianc and *** the sales manager. 
  
  

  Regards,
  

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

  Business Response

  Date: 07/15/2023

  The dealership has provided all documentation needed to the bank in order to have loan reinstated.  The dealership cannot physically reinstate the loan, as this can only be done by the bank themselves.  I have called ****** multiple times over the last few days to provide a case number to her so that she can be provided updates on reinstatement by the bank.  The Case # is ******.