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:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the listed van from Autonation Ford Burleson sight unseen except for seeing 2 short videos. Upon inspection of the van we found the floor to have extensive rust, with holes completely rusted through in areas, along with heavy rust on the raw steel components on the undercarriage. The padding attached to the mat removed from the floor was also wet with a heavy smell of mold. According to the Carfax, this vehicle has been in ***** it's entire life, and there are no roof or window leaks. With the amount of damage we found, I suspect that this vehicle was in a flood which most likely included salt water.On Monday April 7th I spoke with ***** **** - ************ (the dealership manager), explained my situation and sent him pictures. There was no surprise on his behalf, no apology, and certainly no empathy for the $19,000+ for the unusable van I just purchased from them. He sent me pictures to "prove" that the van was fine, however none of these pictures included the rusted area of the floor in back that led us to the discovery of the extensive damage under the mat. He also said that they "don't do business like that". Unfortunately, a rating of "F" for their dealership with the Better Business Bureau seems to indicate otherwise. I am willing to work with this dealer to fix the problem but they are obviously unwilling to do so. I cannot use the van with holes rusted through the floor nor can I sell it in good conscience. This vehicle was inspected before it was listed for sale, and even though the rust protruding from trim in the back of the vehicle was obvious, no mention was made of the issue. The manager said that they "don't go looking for problems during the inspection", but isn't this the purpose of an inspection? Again, the rust was blatantly obvious near the rear of the vehicle floor just inside the doors. I am looking for compensation to repair the floors.

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 dealership 12/13/2024 and I financed the purchase through ********************. I contacted them to send the title over to ******************** seven different times and did not get a response.When I finally received a response, they stated that the car needs to be smogged and have a VIN check. I've already done all of this and the car is fully registered in ***********I contacted ******************** as well, and they stated that this dealership needs to send the title over to them as well and they are responsible for doing it.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2024 **** Expedition Maxx on 7/10/2024 after months and months of repairs on my other vehicle that were never resolved. On 7/12/2024 I got in to drive the car for the first time since bringing it home and the check engine light and service needed lights came on as well as alerts on the **** app. I took it to **** for help and was asked do you drive fast? By the service manager. I replied well no, but I also havent even had a chance to drive it he then took it and reset the lights and sent me on my way. On 7/13/2024 they came back on so I took it to **** for repairs. There was a Powertrain Malfunction and an issue with the watergate on the Turbo Charger. They said to have fixed it. In October I started having everyday issues with the parking sensors, apple car play, and the plug in the back. I called to request help and they told me that itd be 3 weeks for diagnostics and they were unable to accommodate for a rental car. 12/2/2024 I called again for an update and they were still unable to accommodate me. 12/10/2024 I took it in for an oil change and asked if they could document the other issues and work on a repair plan. They said they would give me a call. On the dates 1/1/2025, 1/11/2025, 1/12/2025 my car started yelling alerts at me as well as the **** app. Regarding the parking aid, tire pressure monitoring system, blind spot aid, pre-collision assist, and Apple car play all of which are not currently working. 1/13/2024 the transmission started to drag.

• Initial Complaint

  Date:11/08/2024

  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 2021 ****** armada less than 2 months ago it has been in the service 4 or 5 times now the whole computer system went out and had to be replaced they tried to say the warranty would not cover it but it was still within the dealer warranty and I purchased a warranty as well. They were given a price from ****** but didnt want to pay it and bought a used part from a totally different car and replaced it it still does not work I finally today went in because they had my car for weeks and I just got it back like 2or 3 days ago and its still messed up I told them give me the money for the car I sold you or put me in another car for the same price was told no to giving me my money back and was told he would put me in another car but I would have to sell them the car I just bought and it would put me upside down and another hit to my credit. Its almost impossible to get ahold of anyone there unless you just show up and the general manager **** ******* will not respond at all this has been the worst experience of my life buying a car I wish I had read the reviews before please do not use this place they are not honest at all

  Business Response

  Date: 12/02/2024

  Good Evening.

  We we're able to trade *** and Mrs. ******** out of there ****** Armada and into a replacement vehicle of their choosing.  All paperwork is complete.  

  Thank you,

  **** *******

  General Manager

   

   

• Initial Complaint

  Date:10/14/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 purchase a vehicle at AutoNation in Burleson. I was given a quote from the sales manager and agreed with the sales price. Upon arrival I met with ******* in sales. We agreed on amount and down payment and finance amount. Confirmed twice what amount was and then it went to ***** in finance for contract. There things went terribly wrong. He added additional coverages I did not want. I noticed this when amounts were given on totals. I did not agree with amount financed because that was not what ******* and I had discussed. Additional warranty was added to the contract without my approval. ***** informed me that it would be corrected and be taken off. At this time interest rates had also changed. I had to sign his tablet to have the changes completed. One item would lower and the other would rise. Amount was still not correct but he assured me he would correct it. I had driven 350 miles that day to get the car and was having to drive another 350 back home and I had already been there close to three hours. I noticed that the amounts were still not correct on the transaction. I finally agreed to finalize everything with the understanding that ***** was going to correct the contract. I gave them my ****** down payment which they took quickly. I left not comfortable. That night halfway home I realized I did not get the final contract. I called the dealer first thing Saturday morning and spoke with ***** and he stated that it was corrected. I got the contract a week later and it was still not correct. ***** stated that credit would be issued in maybe up to 90 days. I informed I wanted the contract to reflect the correct amounts and he stated the contract could not be changed. I informed him that was not what I agreed on and he stated that I signed it. I should have read it before signing it. I didnt sign the contract I signed a blank screen on his tablet and he electronically transferred it to the contract. . No help from ***** the manager at all who I got the quote from.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 07/09/2024 The dealership committed to repairing deficiencies found on initial purchase inspection and detail the vehicle. The dealership has not tried to resolve those issue properly.The same day as purchase, the vehicle was sent to a collision center for dent repair and glass replacement. It was delayed 10 days, it was returned to the dealership with only dent repairs. I was told it would be detailed and ready for pickup by 4:00pm on July 19, 2024, I was not presented the vehicle until about 7:30pm. I was told on the same day that the parts were on order to finish the repairs on a later date and that I would be contacted. The following week I returned the vehicle for repairs and again later that week no repairs were completed and the wrong parts had been ordered. I was told the parts were on order once again and that Id be contacted for a date and time to have everything completed. Two weeks later I contacted the dealership and was told that I could bring in the truck once again for a 9 man hour job for all repairs. Two days after dropping off the vehicle i contacted the dealership again about the progress, Once again the wrong parts had been ordered and no other repairs had been worked on. As of August 22, 2024, the vehicle is still at the dealership. The vehicle has not had any repairs completed and the parts have not been ordered. I have attempted to resolve and reach out to the service advisor, service manager, and general advisor about these issues. They will not return phone calls, emails, or messages. They refuse to provide updates and reasoning for these issues. They also have not attempted to resolve these issues.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used **** F150 from AutoNation **** in Burleson. I was upsold on a $3k Platinum Veritas Coverage package, which was presented as a comprehensive solution for any issues that arise, provided I maintained it properly.Within months and less than ***** miles the vehicle began to show serious problems. We took one trip a month after purchasing the vehicle for Thanksgiving, and the truck overheated. I took it to AutoNation **** in ******, *******, where they diagnosed a coolant issue. At that time, the vehicle was still under AutoNation ****s warranty. However, I was informed that the parts would take six months to arrive, they refilled the coolant, and advised me my best option would be to drive it back to ***** as is. They gave me an extra bottle of coolant in case we overheated on the way home, and said they wouldn't record the visit to them, which I found questionable but accepted at the time, given the circumstances.Back in *****, I attempted to get assistance from my sales **** but he mostly refused to respond.At this point there were also electrical issues showing up as well.I made the drive to AutoNation **** to have the coolant leak and an electrical issue fixed under the Platinum Veritas Coverage they sold me. Both claims were immediately denied. AutoNation offered to assistance to refute, and instead tried to sell me on a discount on the full costs to repair there. I called the coverage provider multiple and was told the claims were denied because the claim states "Turbo" coolant, not just coolant like its written on the coverage package. My truck is part of a turbo efficiency line of **** F150. This detail was never disclosed when I bought the coverage. Instead, the dealership assured me that issues like this would be covered, without hassle and under a $100 deductible. Now, on top of all of this, AutoNation **** is charging me over $300 to release the vehicle back to me, in the exact condition I first dropped it off.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to formally lodge a complaint regarding the handling of my rebate check associated with my **** vehicle purchase from your dealership in October 2023.After purchasing my vehicle, I received a call from the dealership about the availability of a truck, which prompted me to visit the dealership late at night. During this visit, I was informed that I was eligible for a company rebate. I was instructed to redeem the rebate before the expiration date and to return with the necessary code. I was later told that the rebate amount would be mailed to me.Upon following up after my purchase, I discovered that the check had been mailed to an incorrect address. Since then, I have reached out to several departments, including **** customer service, the dealership, the marketing department, the tire rebate department, and the head manager, requesting that the check be reissued. I was assured that the matter was taken care of months ago; however, the check has still not been reissued.Each time I contact a different department, I am redirected to yet another, which has resulted in a frustrating and prolonged experience. It is unacceptable that it should take several months to resolve the reissuance of a rebate check.At this point, I am growing increasingly concerned that I may never receive this rebate check, and I feel I may need to take my loss. I expect immediate attention to this matter and a resolution as soon as possible.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 2017 Chevrolet Traverse from Auto Nation in Burleson, Tx on May 31, 2024. The car came with dealer 90 day/ 700 mile warranty. The car started to shake once a left. I contacted the dealer to alert them. Car was finally taken there 3 weeks ago last Friday, and *** called and left several messages and the service manager ******************* nor ******************* will return my call. I a spoken to nearly every department trying to reach them to no resolution.

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/15/23 I traded my 2014 ***** Silverado **** for a 2015 *************. Shortly after, I began to have many problems from the brakes to water constantly getting in & other issues. The Jeep has been in & out the shop since 12/4/23 and is still in the shop at AutoNation near Haslet. Each time I reached out to the salesperson, he would say Ill call you back, & never would. The Jeep was serviced twice at AutoNation Burleson & still had problems. Since I wasnt being helped properly, the third time I went to AutoNation ********************, were they werent of help either.The fourth time, which is now, I went to AutoNation near Haslet, & the service ************* team was able to locate the problem, which are two different reasons for water constantly getting in. I reached out to the salesperson at AutoNation Burleson 1/22/24 & expressed my frustration & to replace the vehicle since the vehicle is faulty. He had me do the application process all over again, just to get denied. I also sent him an email, as instructed by the service advisor at AutoNation near Haslet, in which I copied the service advisor to the email. That same day the service advisor said he would send over the estimate to get the approval for them to cover the cost. The salesperson offered me a loaner, which I never got the first three times. I picked up the loaner 1/23/24 & I also spoke to the manager. I expressed my **************** request to either refund me or replace the vehicle. He insisted on allowing another chance to fix the problem. I still told him I was uncomfortable with the vehicle. I assumed they were handling things, but when I called 1/26/24 to check on the status, the service advisor said he has yet to get a response from them. When I visited Saturday 1/27/24 & told the salesperson he was acting clueless & he is the one I sent the e-mail to. So the car has been sitting for a week due to carelessness & lack of communication. I want my money back or a replacement vehicle.