ComplaintsforAutoNation Chevrolet West Austin

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  01/19/2024

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

  Customer response

  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

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  - 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

  09/13/2023

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

   

  Thank you!

  Customer response

  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

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 ******.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a continuation of 2 previous complaints filed about a used car purchased at this dealership. We were sold a car that the company knew had issues but misrepresented its condition and possibly the odometer reading was not accurate. During the first 90 days that we owned the car, it was in the shop twice. After 3 weeks of owning this vehicle, it was in the shop for 1 month because of overheating company could not be contacted ( clock ticking on our 90 day warranty). Of course they had wanted us to buy an extended warranty. This was ***** by June it was again not driveable and was taken in to fix $750. Still not working. Towed to Autonation First of July, they said it was spark plugs. Not the same issue as when we purchased the car which would have been covered. 3 more weeks in their shop and 2000$ later we get the car back. Never a loaner. The car has been driven **** miles since purchased because it overheats every time it is taken out totally unreliable we are afraid to take it back to the dealership for obvious reasons. They dont fix the problem, keep the car for weeks without a loaner and then charge us big bucks to fix a car they never should have sold in its condition. Also the paint has bubbled on the hood. That would indicate major issues. What they need to do is offer us the opportunity to trade it in for the price we paid for it, for a car that works properly, if they are truly a reputable dealership. That is the only resolution that makes sense or is acceptable.

  Business response

  01/31/2023

  I have spoken with the customer, and we are working towards a resolution.  Thank you!

  Customer response

  02/06/2023

  Complaint: 18901429
  
  I am rejecting this response because:I was told that they would contact me Thursday or Friday and I never heard from them either day as promised. 
  
  Regards,
  
  *********************************

  Business response

  02/07/2023

  The customer has concerns with the vehicle they purchased overheating.  I have advised that they take the vehicle to Manufacture dealership or if they cannot, bring it back to Autonation Chevrolet so that we can assess issues and come up with a resolution.  Customer has my direct contact information so that we can try to find a solution.  Thank you!

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment to get my Tahoe serviced, under warranty, at Autonation Chevrolet noting that I wanted the standard service due at my mileage and for someone to look at the transmission as it seems to be slipping. When I arrived I was told that I would have to leave the vehicle for up to 2 weeks to sit idle in the lot and wait on availability of the person to do the diagnostic. I was told there was no way to set up an special appointment for the diagnostic to bring it back when there was availability. Is this not what an appointment is for? Can anyone leave their vehicle for that long? Is this how they get around doing warranty work?

  Business response

  01/14/2023

  I have spoken with ******* in regards to the situation, and have him tentatively set up for this week to come in.  Customer is in direct contact with myself and I will work to make sure issue is resolved.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a deal with Auto Nation Chevrolet to purchase a vehicle. They pulled my credit - WAY EXCESSIVELY- approved the purchase and made a verbal contract (all on phone). Then, while I was awaiting DELIVERY of the car, I see it online, marked as SOLD, but obviously not to me. I attempted to take delivery of the car for 3 weeks straight, handling everything from my end with integrity and trying to be patient. Not only did they sell the car "out from under me", BUT, they also REFUSE to remove the 11 credit "dings" that dropped my credit from excellent to fair. Those songs don't come off for 2 years.

  Business response

  01/13/2023

  I have spoken with client and we are working to resolve this issue.  Customer will contact me directly in future, and we will make sure that he is taken care of.  Thank you!

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new diesel truck the very end of December 2020. We noticed their was burning oil smell right after. We called the service department to inquire about this. They let us know they were backed up then to bring it later. We did. Then they said our warranty doesnt cover an exhaust leak.after we had JUST bought the truck. We paid thousands of dollars for an extended warranty since we use this as a work truck for our business. We have brought the truck back twice to get it serviced. Both times the service tech missed putting a part back on the truck that caused another issue and the ** to stop working. We have addressed this issue with the service manager but has said that we caused the issue by getting an oil change elsewhere. No, sorry sir, we do not take skid plates off anywhere getting an oil change. We have literally just left the service issue and noticed the part was never replaced. This is bad practice, fraud, and misrepresentation of an item. Service manager has not helped with any resolution because they dont want to have to pay for this part. We need answers as to why this is happening. I have read multiple bad reviews on ****** stating other clients are having the same issue. This is unacceptable as a business.

  Business response

  09/03/2022

  I will get with my service manager to check into this after the holiday.  He has been out with two weeks with covid.

*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. ↩