ComplaintsforAutoNation Chevrolet West Austin

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased used car in March. By April 9 the car was not running. Taken to Autonation. No way to contact them for 20 days, could not get anyone on the phone no voicemails, nothing. Finally contacted them and they said hoses needed replacing. Picked up car End of April. Over 3 weeks without a vehicle. On July 5th the car is registering hot and wont make it down the road. Again no way to contact them and car is stuck in ***************. Again without a working vehicle. Called sales **** andwas told mgr would return my call. Nothing. Called sales again and talked to our salesperson. Mgr is in meeting. Same story. No one has returned our call. Called mgrs number. No answer no returned call. We have documented all of our attempts to contact these people. Sent messages thru the sales request on line. No calls. Wrote a bad review. Nothing. This car is currently under warranty, but that will run out soon. Mechanic in *************** looked at it and says we were sold a car that had been abused yet were told it was in excellent condition. We are gathering information for Lemon law. What do we do. The car has been broken down more than it has been working. This was a huge purchase for us. Never have we dealt with anything like this.

  Business response

  07/20/2022

  Salesperson has been in contact with customer to bring the vehicle back so we can look at the unit.  He also offered the customer to take the vehicle to one of our sister stores near bye where they live.  The vehicle has our 90 day warranty or 4k miles whichever occurs first.  I will have one of my managers reach out to the customer.

  Customer response

  07/22/2022

  Complaint: 17592021
  
  I am rejecting this response because:we were not offered to take it to a close dealership only told to do so if we have the originalfactory warranty. This response was after 2 weeks of trying to get someone at their establishment. I was told the vehicle was out of warranty although we were asked to extend the warranty by 7/28. Im assuming the 20 days the car was in their possession counts as part of the warranty period?  If a car has to be in the shop for 20 days 3 weeks after it has been purchased then there is a major issue we were not made aware of during the sale and we were sold a lemon. I do not feel this issue has been resolved at this point. The dealership DID have the car picked ** in ***************. Keep in mind we have been without a car for 6 weeks since this car was purchased while making regular payments. No one can get to work without a vehicle. This issue has not been resolved
  
  Regards,
  
  *********************************

  Business response

  07/22/2022

  Customer was offered to purchase extended service contract and denied extra coverage.  The vehicle does come with a 90 day 4k mile warranty.  We explained to the customer if the issue is the same related problem she has we will take care of it for her.  We can't determine or fix the issue until it gets diagnosed by one of our mechanics.

  Customer response

  08/11/2022

  Complaint: 17592021
  
  I am rejecting this response because:

  In March we purchased a Certified used car from Autonation Austin West. Since then it was in the shop all of April *** to overheating. Getting in touch with anyone there is next to impossible unless you ask for sales and they still do not return calls. We had the car less than 3 weeks before the car stopped working and were without a vehicle for 20+ days. In July it again began to overheat and stopped working on July 5th. After trying for weeks to get someone at the dealership to call us back, we took it to a local company since we were in ***************. A reputable person who other family members have been pleased with. He replaced plugs and coil and still overheating. Finally after my previous BBB complaint, I heard from them and was told they would tow it there and cover the work if it was related to previous problems. 2 more weeks of waiting without a vehicle. *** they are saying it isnt related, it needs plugs and coil which was just done and it will be **** dollars including the towing fee. We have only driven this car for **** miles since buying it in March. It has been broken down longer than it has been working. How could this certified used car have been sold to us in such poor condition. Our paperwork assuring us of the odometer reading is not even signed. How do we know the mileage reported to us is even correct. The other mechanic indicated that it had not been taken care of. *** we are expected to pay $****. On a car that we have barely driven was not operating for the month of April or July Parts that were put in our car by the person in *************** were Champion plugs #**** and Mopar Coil 68420587AA which Autonation says were wrong parts. Paperwork is attached  Explanation of charges; Repair; Billing adjustment
  
  Regards,
  
  *********************************

  Customer response

  09/08/2022

  Better Business Bureau:
  

  We have our car back after a month.  It's resolved.
  
  Regards,
  
  *********************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership has had my vehicle in service in and out for 3 yrs and has not properly corrected the issue and now say it's out of warranty and would like me to pay for the repairs Not once was I given a loaner they do not want to reimburse me for my rental fees The vehicle has been sitting in their lot abandoned for 3mnths since then the bank has picked it up for repossession The dealership doesn't want to take any responsibility in a faulty car and or refusing to fix my vehicle

  Business response

  07/08/2022

  Customer extended warranty had expired and told her how much the repair would be.  She told us she is not paying for the repair.  While the vehicle was here it did ret repossessed and I mention to the customer she is responsible to keep making payments on her vehicle.  I did mention to the customer that I could help with some of her rental fees while the vehicle was here since April.  She is not able to provide legit receipts where she actually paid for the rental with a checking account or debit and credit card.  She sent me over a hand written invoice for a total but no proof of her making payment for that amount.

  Customer response

  07/13/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  My vehicle has not been repaired
  has not passed inspection in 2yrs it was under warranty and they keep giving it back to me in the same condition not being fixed properly the last 2x times it sat in the dealership over 3 months and they did nothing to it since
  They should be responsible for a vehicle they have in their possession
  this has caused me emotional and financial distress
  The dealership sold me a defected vehicle and wants to get away without any responsibility
  I've repeatedly given them receipts and ba k emails of me paying for a rental and they reject each and everyone of them
  
  Regards,
  
  
  ***********************

  Business response

  07/14/2022

  We can't fix a vehicle if she's not making payments and the vehicle gets repo while its in our shop.  I told the customer she is obligated to still make payments on the vehicle.

  Customer response

  07/14/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  The vehicle sat morning than 2 times in their lot without being fixed and me not being able to go to work they literally let it sit there then turned it in tfor repossession
  They need to held liable for their irresponsibility and neglect on my vehicle
  and they want to walk clean away by having my vehicle repossessed after the vehicle hasn't properly worked since it was purchased
  
  Regards,
  
  
  ***********************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased several extended warranties from Autonation Chevrolet West on a Camaro that we have since traded in. We started Contacting ***************** the Finance Mgr via phone on 5th and after a week of him not calling us back we have to drive an our to see him in person to start the refund on the extra policies we had purchased on the Camaro, needless to say he failed to respond to us of the status of this via email and phone up until 5/23/22, i talked to his MGR and we then signed a paper to cancel the policies. ***************** told me in March the day we had to show ** in person that it takes ***** days to process the refund. Well tomorrow is July 1st and we are still fighting for our refund and have no answers. I have called and complained to the complaint line in ******* 7 times and are not much help either. I just want my money back that's owed to me.

  Business response

  07/01/2022

  We will call customer her and update to see when the *** has sent out her refuned.  It has been canceled and waiting for our *** to process the refund.

  Customer response

  07/08/2022

  Complaint: 17506505
  
  I am rejecting this response because:

  No one has reached out to me from the Autonation Austin office regarding my check.

  
  
  Regards,
  
  *************************

  Business response

  07/08/2022

  I will have my finance director call customer today.

  Business response

  07/14/2022

  Our finance manager no longer works with us but I will call customer and see where her refund is on the cancelation

  Customer response

  07/15/2022

  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

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All details are contained within the letter I sent to Chevrolet **************** (attached) which relates to my Chevrolet Traverse roof imploding on me while I was driving. I had an initial call from Chevrolet who were looking at it but then they passed me around more departments and gave me a false number and extension to follow-up. they have gone radio silent since then.

  Business response

  04/13/2022

  I read the letter **************** wrote about his experience he had on his 2018 ***** Traverse.  Unfortunately the vehicle is out of the factory warranty from ************** and we are not responsible to pay for an item that is not covered by the manufacturer.  We should not be held responsible to cover his sunroof this is a matter he will need to take with ************** not the dealership itself.  If he would of taken the vehicle to another ***** dealership it will still be on ************** not the dealership.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in in July 2021 from Autonation (AN) & bought the extended warranty. I attempted to cancel the warranty however, I was told I needed to go back to Austin where I bought the car in order to cancel. The process to get this information took weeks and I was never able to get a hold of the finance manager. I sent emails, called, and left voicemails. I ended up stuck with the warranty. Last week, I called the AN service ***** to take the car in for service. I was then told AN would not service my car due to it being a ***** The stated they do not have **** tech and I had to take my car to a **** dealer where my warranty would then be out of network and would cost me more. I called and left voicemails with the AN in Austin to no avail. Today 2/25/22 I was finally able to speak to the service clerk in Austin. I told him my issues of being sold a warranty that they could not honor. He spoke to the finance manager who instructed me to call the AN service center in ******* and ask for them to accept my car so that I could pay the in-network deductible and labor cost then sublet the **** to the **** dealer where the work could be completed. I then called the ******* service center where the lady at the call center hung up on me saying she would not schedule my **** for service becuase AN has no **** tech & I would have to my vehicle to the **** dealer. I called back and spoke to another operator then I was transfered to the call center manager. She stated she remembered my call from the week prior and although she tried, she was unable resolve my problem. I then informed her of the instructions from the dealer in Austin and she called the manager at the ******* dealer. She came back on the line and told me the manager had accepted my vehicle but I would have to agree to the increased out-of-network fees. Bottom line: Autonation sold me a warranty they knew they could not provide at the base in-network price. They also avoided my attempts to cancel.

  Business response

  02/25/2022

  I will call customer and see if I can help her cancel her warranty to have the tire fixed.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Kia ******* SX on 9/25/21 from Roddeny. A week after purchase all these things went wrong and I told Roddeny through text several times. He set me up with an appoint to have it serviced when I got there they stetted they can't do any of that which is odd because I still had a warranty. The trunk will not open with key fob are the button inside the car, Sun roof gets stuck when open, Breaks are squeaking really bad, wheel barring is messed up and not I haven't drove my car in 2 weeks because when I drive it feel like the tires and everything is f=going to fall off this is dangerous. This car was not serviced properly when I purchased it. There is no way Im paying a car note for a car that's been sitting for 2 weeks now because its dangerous to even drive. I then called and spoke to a sales manager and he stated there is nothing he could do take it to **** What a weird response when the car I purchased from them should be serviced by them and paid by them. I had the headlights go out as well which I had to ******* to fix it myself and purchase new headlights. This car is a total mess. The deanship should be responsible for all the items that need fixed. I think they took advantage of me, because I'm a young girl and this was my first car purchase and I'm not happy at all.

  Business response

  02/21/2022

  I just got off the phone with the customer and she will be here tomorrow so we can look at her vehicle.

  Customer response

  02/21/2022

  Complaint: ********
  
  I am rejecting this response because:Im taking my car tomorrow to the dealership to be looked at and until the issues are resolved then I will update my response after that.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car 9/25/2021 from Roddney 2015 Kia ******* SX well this cr should not have been sold and because I'm a young women they think they can just do whatever they want. I had a 4 month warranty 2 weeks after purchase I called and text ****** that the car needed all this stuff done which was the trunk won't open with key fob are the button inside the car, sun roof gets stuck open, breaks been squeaking and the wheel barring is messed up all this should have been down when I got the car. I made a service appointment and took my car in 12/21 at 8am they basically said oh we can't fix anything you have to take it to *** well I didn't buy the car from *** and these things should be fixed not by me paying. I kept texting ****** about getting this fix he blew me off so now my headlights which was converted by the last owner went out to the point I then called a sales manager on 2/7/22 he stated there is nothing he can do you have to pay for the stuff yourself at ***. Im so mad with this car and being treated unfair if I was a man it would of been different now my car need all these repairs done and I'm not paying out of pocket. I have text messages begging for help with this vehicle. I can't really drive it due to the wheel and everything else its like they sold me a broke car and not trying to fix it. Im tired of the run around so now I'm here trying to get help and will also do more reviews if I don't get help. I had to watch ******* just to be able to change my own light myself and buy the parts for that. This is beyond a horrible first buying experience.

  Business response

  02/10/2022

  We do have a a 90 day warranty or 4k miles whichever occurs first if this unit was sold with it,  I will need to take a look if the *** was sold with the AN warranty,  If any of the issues was under the component coverage we would of covered the day she brought the vehicle in.  I will see when she brought it in and what our service department did when the vehicle was brought in.  I will call her myself.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Jeep Wrangler Rubicon in March of 2020 from this dealership, which included the "platinum" warranty. I did not receive any sort of contract mentioning what would "void" this warranty or anything like that. I ended up lifting my Jeep in maybe July 2020. Little did i know that would void any future warranty claims. Fast forward to September 2021, my rear end goes out and I have to take it to the shop to be repaired as it was undriveable. After calling the dealership and the warranty company, i was able to get an adjuster to the shop where my Jeep was, just to be told that since i lifted it 2 inches, the warranty would not cover any damage to my rear differential. That day, i called Autonation to cancel my warranty immediately so I'm not paying for a warranty that isn't valid. I told the finance guy over the phone what the miles were so he can initiate the cancellation, but he insisted i get some document verifying the miles that the shop owner has never heard of. Basically, he wouldn't take my word, photos or the shop owners word on my miles because he thought i was trying to scam or something. After calling back multiple times to get clarification, nobody would answer or call me back. So a month later when i got my jeep from shop, i had to put about 150 more miles on my jeep to drive to the shop to show them the miles so they would initiate the warranty cancellation. That was 10/29/21. I was told that day to call back in a week for an update. i did, but was told it was still being processed. I then proceeded to call back, then text every few days for an update on where the check is, but the guy (guy 1) stopped responding. I then got in touch with another one of their finance guys (guy 2) who was responsive for maybe a week or so (about 3 phone calls). The last time i talked to him was about a month ago and he was supposed to e-mail me. Then i talked to a 3rd guy a few weeks ago who was supposed to call me back with an update, but never did.

  Business response

  02/07/2022

  I will email the customer and check on his refund and  give him a eta when he will receive check.  We can cut a check here  at the store instead of our SSC department doing it for the  company.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We submitted paperwork for a pro rated refund on warranties purchased on a new 2019 Chevrolet Silverado from this Auto Nation location. The Silverado was traded in September 2021 (prior to expiration of prepaid warranties) at a different dealership. I called Auto Nation to inquire on the process of cancelling the warranties and receiving a pro rated refund, was told we had to physically come into the dealership to handle that request. We went to the dealership and spoke to the finance director ***************** who stated a refund request could only be received once we received the payoff notice from our bank. He gave us his card to email him the documents once received and he would then handle and process.On October 6, 2021 I emailed ************** with the payoff statement, assuming he would respond and handle. After multiple emails were sent with no response from **************, we went back to the dealership to speak to a manager. We spoke to ************** who promised to help us have the refund request processed. Finally on October 28, 2021 we received confirmation that the warranty cancellation was processed and the pro rated refund would take aprox. six weeks to process. Reached out to ************** and ************** again on January 10th as the refund has still not been received, ************** stated he was moved to another store and we'd have to proceed with **************. Additional emails were sent to ************** as well as a voicemail left, still no response. ********************* has never answered any emails although he confirmed with ************** that he had all my emails. We are now three months since the original request and they refuse to provide any response.Not sure why they are unable to respond to an email, specifically for an approx. $2000 refund that is due to us.

  Business response

  01/28/2022

  I will look into this myself and get the check sent to our store and call the customer when we have check in hand.

  Customer response

  01/28/2022

  Complaint: 16683830
  
  I am rejecting this response because:  Want to receive the call of confirmation that they have the check ready for pick up. Since they have previously failed to respond, I will only accept their response once this has been 100% handled.
  
  Regards,
  
  *****************************

  Business response

  01/28/2022

  I will call the customer and let her know once I have the check in my hand so she can get her refund.

  Customer response

  01/28/2022

  Complaint: 16683830
  
  I am rejecting this response because: Who would be calling me?  The refund should have already been received by AutoNation, need this confirmed and the amount.  What is the expectation of when the check will be available for pick up?
  
  Regards,
  
  *****************************

  Business response

  02/03/2022

  I did speak to ******************* on 1-28-2022 and figured out why she still hadn't received her refund for the cancelation products.  When we cancelled the products we had the check sent to her address at the time of purchase in 2019.  I told ******************* the check was cut on Jan 10,2022 and sent to her addres that we had on file.  She told me she would check her PO box and see if the check is there.  Also, I mentioned to her if she doesn't receive the check I have to wait 30 days before I can stop payment on that check.  The 30 days will be on 2-10-22.  I asked if she could call me back if she hasn't received so I can issue her a new check for her cancelations.  She was ok with that.

   

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

  General Manager

  Customer response

  02/03/2022

  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

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a car there inApril 2020 ***** Escape) and it started with a big scam that I discovered 1 year later( They charged us with the highest price for the extended warranty for that car without knowing about it!). And since the first week of september 2021 we refinanced the car with another company and I requested the cancelation of that extended warranty, I gave them what they needed to do it and Actually it is January 2022 and they didn't fix it yet. They laid to me when I tried to conatct them about it, they said everything was done and it will take just few weeks to cancel it and get my refund,,,, but it was all a lie. the agent responsible for this cancelation never did anything for months...so last december 2021 the director of the finance departement saw that the agent was lying about it...he tried to fix it...but I still have to wait again and again to get my refund. Everytime I call this location there is never a response and it takes a whole day to speak with someone there...and for nothing at the end because no one seems able to fix it. I just want to get my money back and I will never do business with them again or never contact them. This seems horrible to take more than 4 months just to cancel an extended warranty..something that can be done in 4Hours!!!!! I conatcted the company responsible for the warranty and they said they sign the cancelation in the 24H following the time they receive it form the dealer....so they responsible for this whole mess since they first day. They are unprofessional, irresponsible and disrespectful to me and I guess to a lots of custmers like me.

  Business response

  01/05/2022

  Let me look into the file and whatever refund is owed to her she will receive.  It does take time since our SSC **** handles the cutting of the refunds for the company.  I will contact customer and give her an ETA on her status and refund.

   

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

  General Manager

  Customer response

  01/09/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I just can't accept their response where they said it takes time!!! This issue is in this situation since september 2021. I don't think they need 2..or 4 years to fix a simple issue like this one. They never called us and never contacted us about this complaint also. We did not get our rfund yet!!!! So we will accept their response once we will receive our refund..that's it. They can call us any time they want. Easy thing to do!!!
  
  Regards,
  
  
  Salah Mouzaia
  

  Business response

  01/10/2022

  Didn't call the customer till I was able to get the check in my hand for her refunds.  I have the check now and will giver her a call to put check in the mail or she can pic up here at the dealership.

  Customer response

  01/10/2022

  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 appreciate the call and the response from the General Manager today, and the fact that he get our refund ready in their location.
  But I think he should be concerned about some of his employees..the ones who get me to this situation in the first place just because they didn't do their job for months !!
  I hope to never get to this point again with an other business..for something that could be done just in few days without all these issues.
  I also appreciate the help of the BBB in resolving this issue.
  
  Regards,
  
  
  Salah Mouzaia

*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. ↩