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:12/23/2024

  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.

  I purchased a vehicle from this murchant (a car dealer) with a service contract. I have moved out for a long time, and never used my service contract. Therefore this contract, and all sercives/warranties shall be canceled and refunded. However, this merchant never respond my requests. I left a lot of voice messages in their phone system, I chatted on the *** text creating a lot of tickes. Their "corresponding" department was never reachable, and never reach me ******* prefered contact method is Email. *** text also works. Do not call me without appointments.Vehicle: ***** LS460 2010 ***************** ************* program (10 services): $750 .Extra waranty/service may exist that qualifies for the refund .

  Business Response

  Date: 12/24/2024

  The customer's concerns have been addressed, and the product cancellation is currently in progress.
  

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business is actively working with me, but it is not settled yet. The refund check was not yet received as the final step. Overall, I feel optimistic on this case.

  I am deeply appreicated on BBB's quick response and effective resolution.

  Thank you!
  Ye Fang

• Initial Complaint

  Date:12/05/2024

  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 June 19th 2024 I made a $500 deposit to hold a vehicle at Toyota ***********. On November 16th I went to Toyota to purchase the vehicle as it had arrived. I also traded my 2019 Toyota Rav4. The payout amount for my outstanding loan was $11,313.02 While I was there my sales associate ***** ****** told me to remind the Finance manager about the $500 deposit so that It could be applied to the total of the car. I mentioned to the finance person, ***** ***** and he said he would apply it. Unfortunately he did not apply it and I forgot about it once I signed the documents. That night, I emailed my sales **** ***** ****** and told him that I had forgotton to double check and I noticed that it was not applied. ***** responded to my email on 18 November and told me that he would speak to ***** *****. On 21 November ***** emailed me back stating that ***** would issue the refund. On 2 December, I noticed that I still had no received a refund. I also notice that my loan was still outstanding. I called **** and asked if they had received payment from the dealer which they ***lied that they had not received anything. My next payment for this loan is scheduled on 12/15/2024. I called the dealership on 2 December to follow up on my refund and on the payment to **** for my tradein. A sales *** took down my information and said that someone would call me back later that day. Since I did not hear back, I called again on 3 December to follow up. Again the sales *** took my information and said that they would reach back out. It is now 5 December and no one has reached out. I am asking BBB to assist with getting my $500 deposit refund and request Toyota *********** to pay **** for my trade in for the amount of $11,313.02. Thank you.

  Business Response

  Date: 12/12/2024

  Customer has been refunded 

  Customer Answer

  Date: 12/23/2024

  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:09/30/2024

  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.

  Autonation reached out to me several days ago about buying my truck. ******* reached out to me with an offer to buy my truck sight unseen for ********* when I arrived at the dealership the Mgr in charge of buying my vehicle failed to honor there offer and refuse to give me any amount. I want AutoNation to honor there offer.

  Business Response

  Date: 10/02/2024

  Thank you for bringing this to our attention. We appreciate the opportunity to address the concerns raised by Mr. ************** our vehicle purchase offers are subject to both an in-person inspection and time-sensitive expiration. 
  We apologize for any inconvenience caused by our process.  
  
  

• Initial Complaint

  Date:06/18/2024

  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.

  Main reason for this with no response after several attempts via email, and phone calls and messages left to sales person, sales manager, and General manager. No one will change my oil because technician used loctite to reinstall oil drain plug. There are a multitude of issues which cannot be added.My salesperson was ********* and the Sales manager was Shaddi. I brought several issues up after the financing snafu(s) and back and forth to the dealership on multiple occasions, btw they sent me out on three different brand tires and all of them bald as i was told they were to be replacing tires, and they did, with non-runflat tires as specified from factory as this vehicle no longer comes with a spare. This was the first of the many issues with purchase. So safety of their customers obviously not paramount. HMMM Alignment issues-multiple trips back and forth so the technician could get the alignment done properly, Technician voiced on several occasions where it could be heard, his aggravation for having to perform his duties and said I never want to this this blank blank car again. They sent me out with the steering angle off and alignment off after their third attempt, FINALLY i had the alignment done at a ******** tire shop in ******, Tx and purchased their 3 yr alignment plan because well, considering the track record of this purchase.The Headunit for the Idrive system and infotainment crashed shortly after purchase. They refused to correct the issue, rather ****** as i recall by the Sales manager. The front Left suspension has an issue, Torsion bar, lower control arm, Sway bar link, brakes. Again Sales manager refused to correct issue, again rather arrogantly. So, again I've been allowed to leave their lot with the above mentioned issues and most of them safety issues. The brake line retaining clip was broken and making a loud clicking sound when accelerating. Again, Sales manager refused to correct, and again rather arrogantly. All this within one weekofsale.

  Business Response

  Date: 06/27/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the difficulties you have encountered and for any inconvenience, this has caused.
  
  We want to assure you that we take all feedback seriously and are committed to addressing your concerns.

  Regarding your specific issues:
  
  Oil Drain Plug: We do not use Loctite for oil changes.
  
  Tires: We did replace the tires at your request, but we apologize for any miscommunication regarding the tire specifications.
  
  Suspension: We diagnosed the suspension prior to your purchase and found no issues at that time. 
  
  For further assistance, please contact our General Sales Manager, ***********************, at *********************************** He will be able to address any additional concerns and work towards a resolution.
  
  Thank you for your patience and understanding.
  

  
  

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2015 ******* MKC which I later found out was well above the average asking price. That is not this issue however as this dealership overcharges on most vehicles. The problem is that the windshield washer fluid was empty and upon filling it I discovered a leak in several places. They fixed it without cost but it shouldnt have been sold that way. My biggest problem is that the ** also goes in and out when driving. I asked them to fix it and they told me that they couldn't make the ** not work while it was there. They refused to run tests on it to fix it and I bought the extended warranty

  Business Response

  Date: 04/29/2024

  Our Used Car Manager has reached out to the customer. Customer has a service appointment scheduled for next week in order to address concerrns. 

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They ordered parts for my Toyota 86 and we paid up front.. we were told they would be in on Feb 28. Just found out they won't be in until 15th of next month... we just want to cancel and go elsewhere but they will not even return my calls. Left 2 messages on 2/26 11:17am and 1:11 pm. Again on 2/27 at 12:23. Never responded... I'm being ghosted.

  Business Response

  Date: 03/01/2024

  Good afternoon,
  I'm pleased to inform you that our Parts Manager has successfully reached out to the customer and has arranged an installation appointment for the coming week.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/04/2024

  Complaint: 21371823
  
  I am rejecting this response because

  I was to get a text to set up appointment.  No text came Friday, Saturday, or today.. Monday. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/07/2024

  The store has received and installed the customer's parts, addressing their concerns.

• Initial Complaint

  Date:11/27/2023

  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.

  In 2023, I bought a new vehicle from AutoNation on 09/16. They sold the protection package to me for $878.00 + tax, which is $932.87 total. On 09/20, I emailed and requested to cancel the protection package for a refund of $878.00 only (to speed up the refund process). Per contract, I will receive full refund without any fee since the request is made within 30 days after purchasing date.During the process, I worked with *********************, a finance officer. After many emails and a trip to the dealership, he said he was working on it and I didn't have to do anything. On 10/05, after several follow-up again, he confirmed the protection package was canceled and it would be reflected on my account 3 weeks MAX.On 10/30, I didn't see anything. I called Toyota ******* Services and they informed me that they hadn't received anything from AutoNation. I called ***** again and he lied to me that he sent the check, but Toyota ******* Services returned it.I made another trip to AutoNation on 11/04 to short thing out. I thought ***** was the worst to work with until this time, I talked to his finance manager, *****************. *** did terrible things, to me and to his coworker as below:1/ He made my request sound like a very bad thing. He said I "game" the system. However, when I confronted him by asking "Did I do something illegal? Did I go against the contract?". He said no to both and changed the word "game" to "outsmart the system". Several people nearby looked at me as if I was cheating.2/ I told him that I will give him 2 weeks to fix his finance team's mistake, and that if I don't receive the check by 11/18, I will leave a negative review, which would affect the performance of the sale person. He said he didn't care since the review wouldn't affect him in any way.As of today 11/27, I haven't received the check yet and I have been paying the interest on the total amount of $932.87.At this point, I am looking for a refund of the total amount + interest since 09/20.

  Business Response

  Date: 11/30/2023

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

  
  We sincerely regret any inconvenience you've experienced due to our oversight in addressing your concern. To expedite the cancellation process, our General Sales Manager will be personally overseeing your case.
  Should you require further assistance or have any additional queries, please don't hesitate to reach out.

  Your satisfaction is our utmost priority.

  
  Best regards,

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

  AutoNation Toyota 

  Customer Answer

  Date: 12/06/2023

  Complaint: 20923500
  
  I am rejecting this response because:
  The issue hasnt been resolved. I havent got a confirmation when and how much the refund would be.

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

  Business Response

  Date: 12/08/2023

   

  
  Dear ************,
  
  We appreciate your collaboration with ***** in addressing your concerns about the cancellation of the Vehicle Protection Plan. I'm pleased to inform you that ***** has successfully escalated your cancellation request, and it is currently being processed.
  
  Regarding the financial aspect, please be assured that we are committed to refunding the full amount of the coverage you were initially provided, which amounts to $878.00. It's important to note that the Vehicle Protection Plan is not subject to taxation and thus has not impacted the taxed amount of your account.
  
  Furthermore, in recognition of your situation and as a gesture of goodwill, we will be issuing an additional check for $20.00. This amount is intended to compensate for any potential interest you may have incurred during the tenure of your policy.
  
  We truly value your patience and understanding throughout this process and are here to assist with any further queries or concerns you may have.
  
  

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although at the moment of this response, I haven't received the refund of $878 + $20 since ***** said I will receive it within 6 weeks, I go ahead and close this complaint as satisfactory assuming the business's commitment will be met.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:11/07/2023

  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.

  We bought a car from Autonation Toyota South Austin. We brought the car in for issues it had during the 90 day warranty period and not only were none of the issues that we brought up resolved, the dealership refused to accept that anything needed to be repaired (even though the warning lights were on clearly describing the issues). They had the car for two weeks and made no repairs. We did not receive any updates and we had to call multiple times before we were actually able to speak to anyone. When we finally went to pick up the car, they could not find it. They actually lost it in the lot for multiple days. I was treated very poorly and the management seemed even annoyed that I was there. Within weeks, the car broke down due to the exact same issues that we had originally brought it in for. Now we have thousands of dollars in repairs from a different shop. what is worse is that the issues were so obvious, including that the warning messages I brought the car in for complained about *********** which the dealership assured me I was wrong and there was nothing wrong with the engine oil it turned out there was not a drop of engine oil in the car!

  Business Response

  Date: 11/09/2023

  In good faith to our customer, we have agreed with the customer to compensate her for partial expenses. The Used Car Manager, ***********************, will be overseeing the resolution of this matter.

• Initial Complaint

  Date:09/12/2023

  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 8 Sept I took my Rav4 to AutionNation Toyota South for a routine oil change and tire rotation. I informed the service rep that my right rear tire had too much air and asked if the air in the tires could be checked and adjusted, and he replied that this was standard practice. About 2 hours later (this is referred to as *************** mind you) I spy my car in the lot. My service rep is nowhere to be found and I asked another rep to assist me. He made me feel that he was doing me a big favor by taking my money and checking me out. The next day I used the Toyota app on my phone to check the tire pressures. They air pressure hadnt changed and the tires hadnt moved. This was double verified by checking the right front tire valve cap that I replaced that week which is different from the others. Nope, the tire hadnt moved. They charged me $29.95 for doing nothing. Multiply that by the number of tire rotations that arent preformed and that figure adds up. I no longer trust this dealership especially after viewing the other reviews on the BBB site. Can you help me get my money back?

  Business Response

  Date: 09/15/2023

  *************************** our Service Drive Manager will be reaching out to ************** address all his concerns.  

  Customer Answer

  Date: 09/17/2023

  Complaint: 20582510
  
  I am rejecting this response because:  ****************** informed Mr.************ that the charges would be reveresed.  When this can be substationted I then close the complaint.
  
  Regards,
  
  *******************

  Business Response

  Date: 09/18/2023

  Please see credit card refund receipt attached

  Customer Answer

  Date: 09/19/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/19/2023

  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 told the salesman my car was dying, overheating every 10 minutes and that I was going to buy a car. Monday (May 15) I text the salesman saying I intended to buy a used car we spoke about before. 7 hours at the dealership and wasn't offered a shuttle to get food even after I mentioned twice that I hadn't eaten before I got there. I signed the contract, paid the down payment ($300 that day, a lot for me, over $22,000 overall), and changed my insurance to the car I bought, then was told the car's brakes failed inspection at the end of the day (the salesman had me test drive the car earlier that day onto a busy road). I asked for loaner vehicle, they claimed they couldn't get me one; they suggested I drive my old car, they knew I had broken down on the highway three times on my way there (1.5 hours spent on the side of the highway). It took an hour of convincing them to agree to produce a loaner. They say to return tomorrow and my car will be fixed and ready. After work I go back down only to be told it's not ready, they never contacted me before I drove an hour to get there. They tell me they'll fix only one of the five issues they said the car needed and have it delivered the next day (Wednesday), which meant they were going to give me a car without air conditioning, the salesman knew I had been driving with my heat on high to keep my engine cool for two weeks. It was never delivered and they never reached out. I called salesman and said they should keep the car until they fix all of the issues, he promptly said "that won't happen." The call ended with him telling me they'll call me back before the end of the day, they never called. Today I called asking to speak to their General Manager, I was told he would call me back before the end of the day, he never did. I don't know when I'm supposed to get my car, they have repeatedly ignored or forgotten me, they refuse to communicate with me. A lot of money and time spent only to be kept in the dark.

  Business Response

  Date: 05/19/2023

  Customer is on a loaner car now and parts are on order.