ComplaintsforAutoNation Ford Fort Worth

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used car from Autonation FT Worth ** , Days after I purchased the car I noticed the brakes were bad .. The whole car would shake .. Contacted the dealership and they agreed to fix it. GREAT ! The sunroof needed to be checked out as well so once the dealership repaired the brakes it went to the home dealership to have the sunroof adjusted . all is well .. I then noticed the headlight was not flush with the bumper .. The mercades dealership asked me about it when it was there for the sunroof repair . I then contacted Auto nation to talk with them about the car having damage that was not told to us . They told me to bring the car back to them and they would fix it I GREAT right ? NO they called to tell me they fixed it and it was ready to be picked up! I got there to pick it up and IT WAS NOT FIXED . The headlight still was not flush . I did not take the car home because it was not fixed . They told me **** the manager was going to call me .. DAYS later I never could get him to talk to me . Even after going up there . Finally the sales guy reaches out VIA text to tell me they fixed the light so that it didnt move around or fall out of place anymore and thats the best they could do because theres no more money to pour into a used car. I told them that was Not acceptable to rig a car it needed to be fixed correctly not rigged . Their solution to the problem was to put me in another car .. But said we had to run credit and etc again ... I said Fine Why would I want a car that has damage . They then screwed me again because they did not use My hefty down payment towards the new car nor did they take money off etc to make it right like they said they would . I took my damaged car and left . THIS HAS BEEN A NIGHTMARE . THEY SOLD ME A LEMON AND KNEW IT . Months later the car is having problems and no dealership can work on it BEACUSE OF HOW AUTONATION RIGGED THE *****

  Business response

  01/31/2024

  The CarFax shows that this vehicle has never been in an accident. This customer called and told us they have retained an attorney so we could not answer any further. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new **** F150 in May of 2023. I didn't have my truck longer than weeks, before I lost ALL of my steering wheel controls were lost. I had no blinkers, audio controls, or dash control options. I also had issues with my seat track not locking in place. I took my truck in and tried to explain this and it was taken seriously until I called corporate. The seat track was repaired but the steering wheel control was not. I was told to drive the truck around WITHOUT the ability to use a turn signal. I finally got a loaner vehicle ONLY because I called corporate to express my concerns. My vehicle has been in limbo of repair since July. I dropped my vehicle off in MAY... again in July. Four-times test You pass the four-times test if you have taken the vehicle to a dealership for repairs:Four times for the same defect within the first 24 months or ****** miles, whichever comes first, and the defect is still not repaired.Serious safety-hazard test A serious safety hazard is a life-threatening malfunction that substantially impedes your ability to control or operate the vehicle normally or that creates a substantial risk of fire/explosion.You pass the serious safety-hazard test if you have taken the vehicle for repair of a serious safety-hazard:Twice during the first 24 months or ****** miles, whichever comes first, and the defect is still not repaired.30-day test You pass the 30-day test if your vehicle has been out of service for repair because of a defect covered by the original factory warranty:For a total of 30 days or more - not necessarily all at one time - during the first 24 months or ****** miles (if a comparable loaner vehicle was provided while the vehicle was being repaired, that time does not count toward the 30 days) a substantial defect still exists.How long do I have to file a Lemon Law complaint?A Lemon Law complaint must be filed within six (6) months following the earlier of:Expiration of the express warranty term;24 months after purchase; or ****** miles following the date of delivery of the vehicle (except TRVs).The filing period is determined by which of the above events comes first. To be safe, the complaint should be filed as soon as the consumer realizes the dealer is having problems repairing the vehicle.

  Business response

  09/18/2023

  ******************** truck did have a part malfunction. The part is currently not available from the manufacturer. As a courtesy, we have **************** in a loaner vehicle. There is nothing we can do at this time until the part is available to fix his vehicle. 

  Customer response

  09/18/2023

  Complaint: 20611488
  
  I am rejecting this response because:

  Respectfully, I am not in the vehicle I'm paying for.  There is no ETA on my part, so that vehicle is considered non functioning due to the safety hazard it presents in not having steering-wheel controls.  The suitable thing to do is buy the lemon vehicle back, and place the consumer in a permanent working vehicle.  Right now I am paying  $800 a month for a loaner vehicle that doesn't run very well.  We have a contract in place that states me being in a new vehicle of "my choice" that I would finance.  I am not in a vehicle of my choice and my vehicle is sitting on your lot with zero explanation or idea of when the part will become available.  The question remains... Am I to wait a year or more and keep trading out loaner vehicles?  I appreciate the help I have received but this situation is inequitable and defiantly lacking equality. 
  
  Regards,
  
  ***************************

  Business response

  09/18/2023

  As a dealer, we have and are doing everything we can do. You are welcome to file a formal complaint with ****, but as a dealer, we are doing everything we can. 

  Customer response

  09/18/2023

  Complaint: 20611488
  
  I am rejecting this response because:

  I am in close contact with the corporate department, who has nothing to do with parts management as well.  I have filed for a buy-back, but this should've been handled administratively on both ends.  I understand the economy, UAW strikes, and Covid complications, but there are suitable exchanges that can be made.  The loss wouldn't be on anyone, because the dealership can fix the truck and sell it when the part comes in. The complaint is with the dealership, because the dealership are the ones who finalized the contract.  If the dealership[ has a contract with ***** then the dealership has the responsibility of exchange and contract agreements with **** products they sell.  I cant contact the orchard if I buy an apple with worms from WALMART.  I contact ******** and they will honor the exchange.      
  
  Regards,
  
  ***************************

  Business response

  09/29/2023

  A buyback would be between the customer and ***** The dealership cannot and does not have this authority. 

   

• Initial Complaint

  05/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased 2 cars from AutoNation Fort Worth on February 18th 2023. Before going I made an appointment to see the car I was interested and got a certified offer for my trade in for 10K. Upon arrival the car I went to look at had already sold so I test drove others and ended up purchasing 2 that day. I let *******, our sales rep know that I was not interested in accepted less that 10K for my car. It wasn't until we got to the financing department I realized they only gave me 8k for the trade in. I asked about this and was told the car had mechanical issues they needed to fix that lowered the value. This was a lie, I purchased the carfax info for my trade in and all they did was an oil change, wash and replace the air filter. The car sold within 3 days for $12,995. I was told that the 2 cars I purchased were "AutoNation Certified" and passed a 125 pt inspection. I was told (with 3 witnesses) that anything with less than 50% life was replaced. I later found out the car needed spark plugs that were not replaced. After having the car for less than a week the dash showed "steering assist reduced, drive with caution". I sent ******* a text about this and he said it probably meant I was not staying in my lane. A few days after that the check engine light came on. I have brought the car in 3 times with no resolve. The car still displays that message, when it does the ** does not blow cold air and the engine thermometer is stuck on cold. After a few car trips the message disappears and the car drives like normal again. This happens every few car trips. The last time I brought it in I was told they couldn't find the problem. The second car I purchased was a Corolla. We noticed as it started to warm up the ** does not blow cold air in it, even though we were told it was inspected. I was told they would touch up the paint and then told that they couldn't fix the faded paint on the roof. It has been one lie after another. I have text messages, the carfax report and inspections.

  Business response

  05/11/2023

  There are multiple concerns on this complaint. I have left a message for the customer to give me a call to try to resolve all concerns.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Currently both cars are getting repairs done.  
  Regards,
  
  ***************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 13, 2023- took vehicle to Autonation due to check engine light being on, see manual light kept flashing and vehicle was not accelerating properly. **** our service provider stated the problem was because transmission pump. He quoted us a price and we approved repair based on the information provided. We picked up vehicle, paid $1511.91 and it was still doing the same thing when we picked it up. **** told us to bring the vehicle back in and stated the car originally showed two codes instead of one. We stated he never provided that information before. After consulting with service manager ***************************. ******* apologized, stated he spoke with his body shop service manager and he guarantees us the second repair of the leadframe will fix the problem. He charges us for the part which cost us $799.75 and waives labor cost. We paid and picked up our vehicle. He warned ** it would take two weeks to adjust. After two weeks, same problem. At this point, he stated he can apply the $2300 dollars we spent to a new transmission or his manager ******* stated they can apply the $2300 to trade in value. We declined because we don't trust them. They refused to pay us all of money back and only refunded us $799.75 for the second repair. We still have the same issue, we are out of $1511.91 and they are not willing to refund us because they stated they went by history codes. The code did not fix the problem. If we needed to replace the transmission they should have provided that detail when they called originally and provided ** options. They never gave us any options. They specifically said these repairs would fix the problem. I want a refund of all of my money. They are punishing us because we refuse to do business with them anymore. The paperwork shows multiple codes found. This information was never advised to us until we complained the repairs didn't fix the issue!!!

  Business response

  05/09/2023

  ******************** brought their truck in 02/13/2023 with a check engine light. The faulty codes present were P0720/P0722. Per the manufacturer, they instruct ** that P0720 is the transmission pump and to clear the code for P0722. This exact repair was complete. The customer picked up their vehicle on 02/20/2023. It was driven 215 miles and the check engine light reappeared, so they brought the vehicle back to ** on 02/23/2023. After scanning the check engine light, we found code P0722 to be present. Per the manufacturer, this is the output shaft speed sensor circuit. This repair was made. We assisted the customer with the cost of this repair by covering the labor charge and they paid for the part. We explained to the customer that shift pattern and shift engagement (feel) *** vary while transmission learns, and it could take up to several hundred/thousand miles. ** 04/05/2023 and ****** miles, the customer returned stating the check engine light was coming on and off and still has shifting concerns. We did not find any stored codes in the vehicles computer system and without a code, we cannot give a proper diagnosis. We drove the truck and did feel the shifting difference between first and second gear, however there are no codes. There were two options at this point with the first being to continue to drive the vehicle to see if the vehicle re-learns shifting or to replace the transmission. AutoNation **** offered to assist the customer in several ways. We offered to trade her into a newer vehicle or to credit the $2300 she had already paid towards the transmission replacement. She was not satisfied with either of these options, so we offered her a final option to refund her payment for the 2nd repair. She grudgingly accepted this but was unsatisfied. The customer wanted ** to refund the full amount she paid. As a repair facility, we can only repair what the diagnosis of the vehicle is. Therefore, the initial repair would have had to been done regardless. AutoNation **** Ft Worth has gone above and beyond to try to assist this customer. Unfortunately, she is still unsatisfied with what we can do to assist. 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep in December of 2022. Drove it for 4 days after I took possession. I quickly realized something was very wrong with the vehicle. I returned it and they confirmed that it was the ******************* would repair it. They sent it to dealership just north of town where it has remained. They stated they could not repair and agreed to replace the transmission. Supposedly the new transmission is in town, but cannot be delivered due to size/weight issues (?). I obviously can not pick up a transmission, partly because I dont have a car. They havent attempted to give me a loaner car. No action has been made to repair the car I purchased and am making payments toward. I asked if I could just return the vehicle and buy something else. I was told I would be selling a vehicle with a broken transmission and wouldnt get what I paid for it. I would like the vehicle I purchased with the new transmission installed and inspected or I would like all my money back. If they are going to replace the transmission I would like a loaner vehicle be issued to me.

  Business response

  03/24/2023

  Thank you for bringing this concern to our attention.

  We are aware of this concern and are currently addressing the issue.

  Repairs are currently being completed on the customer's vehicle. We will communicate with he customer if they can pick it up later today or tomorrow.
  
  
  
  Thank you,
  
  
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October of 2022 I purchased a 2014 **** F-150. After the purchase I got the keys and drove home with the standard temporary tags for plates that said they were good until December 21st of 2022. The salesman, finance team, and other members told me on the date of my purchase, my plates, title, and tags would be in no longer than 4-6 weeks. December 20th I reached out to inform them my temporary tags are going out the following day and I was wondering if my plates have came in and if so why not and what can I do if so. They informed me that they haven't received them yet and did absolutely nothing to help me with the expired tags I still had on. I went to the location 10 days later (now the 30th) and told them my problem. They informed me that "there is an issue with the previous owners bank not releasing the title." They emailed me new and currently still in date paper tags and told me I would have my plates in 2 weeks. As of today, January 30th, still not a word. I don't know what to do and my entire family told me to reach out to you. Thanks in advance, *******

  Business response

  02/08/2023

  Thank you for bringing this concern to our attention.

  We have addressed the customer's concerns mentioned in this complaint. 

  Thank you

  Customer response

  02/09/2023

  Complaint: 18954756
  
  I am rejecting this response because:Since Ive gotten the response, nobody has reached out or updated me with timeframes or whats going on with my plates.
  
  Regards,
  
  *****************************

  Business response

  02/13/2023

  The customer has received his tag. 

  Thank you

  Customer response

  02/13/2023

  Complaint: 18954756
  
  I am rejecting this response because:I still do not have my plates. I have temporary paper tags and this is my second set of them. Its been 4 months now since Ive bought the truck and was told they would come in 4-6 weeks after purchase. Yall arent doing your jobs or care to help a customer with their problem.
  
  Regards,
  
  *****************************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from autonation **** ft worth on oct 15 2022. Just received plates on friday January 20th 2023, contacted the dmv about our plates to get vehicle refinance and the said tags don't exist in there system, gave the vin and they said that the dealership was using a web company to file titles and they aren't suppose to do that and it needs to be reported. Also shows that it is in pending stage as of today January 25th 2023 and could take some time to go threw due to this web company they are using.

  Business response

  02/03/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Customer response

  02/03/2023

  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

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/12/2022 I brought my truck in with a wrench symbol coming up. This is meaning theres a failure in the power terrain system. The next day I received a call from **** explaining the throttle body needed to be replaced, and a complete tune up. The tube up involved replacing 6 spark plugs and 6 ignition wires. Also, he said it would be 5 labor hours total. 3 for the throttle body, and 2 for the tune up.(The dispute)Firstly, I talked with a well known friend of mine who is a mechanic about 3 hours away. He stated the labor involved in that takes about 1 to 1 1/2 hours. Not 5. I told ********** wanted all the old parts back to confirm everything they are saying was being replaced was. He said okay. When I came to pick up vehicle they didnt give me and of the parts. I had to go back in and ask. They took about ***** minutes and came back with a box. I didnt check it until I got home. Only part that was in there was the throttle body. Not the spark plugs or ignition wires. I called up and smoke to a manager, I think his name was *******. He said he would go look for them. He called back and said they were discarded. I tried to resolve this situation with him, but he was claiming everything was replaced. No one can be sure of this though other than by word of mouth. I cant confirm it was replaced without my old parts. He did not offer a refund for the spark plugs or ignition wires, or the labor they are saying was involved in the tune up.

  Business response

  11/17/2022

  Thanks for bringing this concern to our attention.

  Customer came in with concern for vehicle.  During diagnosis we found codes related to throttle body stuck closed as well as misfires in 2 cylinders.  Recommended replacement of Throttle Body as well as a tune up for vehicle.  Customer approved repairs at the cost provided.  Technician started repair.  Customer then called a little later to ask for us to keep the parts.  We had already performed the tune up on the vehicle. 

  Unfortunately, those parts were disposed of. 
  

  We spoke to the customer and stated that the wires were new and he should be able to visually see that to give peace of mind that yes we did perform this repair.

  The customer also has stated that he no longer has the concern he brought vehicle in for.  This should also be validation that the repair performed is completed. 

  Thank you.

  Customer response

  11/18/2022

  Complaint: 18395668
  
  I am rejecting this response because: The time between me approving the work, calling back and asking for all the damaged parts was 7 minutes. I have phone records, and text messages validating this. I highly doubt 6 spark plugs, and 6 ignition wires were replaced in this time. Additionally, I had my friend take a look at my vehicle after your mechanic worked on the vehicle. He said in his opinion, you did not replace the spark plugs or ignition wires. Also, if youre stating the spark plugs and ignition wires were replaced within 7 minutes, you charged me for 2 labor hours. There is obviously some dishonestly going on here, and I will not be returning to your establishment. 
  
  Regards,
  
  ***************************

  Business response

  11/28/2022

  We sincerely apologize for any inconvenience you may have experienced.

   

  The previous resolution will remain the same.     

   

  Thank you

  Customer response

  11/29/2022

  Complaint: 18395668
  
  I am rejecting this response because: there was no resolution 
  
  Regards,
  
  ***************************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint is regarding Bait and Switch practices and harassment by the dealership. All allegations are supported by emails on file. The dealership advertised a vehicle for sale via the internet. I contacted the dealer with no response to my specific questions, Instead they said they wanted to buy my vehicle. I queried once again about the vehicle I was interested in. They stated the vehicle was ordered by another customer at a previous time and it was theirs. I complained about their questionable practice and asked they do not contact me again. They simply disregarded my request and have contacted me daily ever since. I could be wrong but last I knew the Bait and Switch practice was illegal. If not it certainly is not honorable. I just want them to stop. Thanks for your help.

  Business response

  11/16/2022

  Thank you for bringing this concern to our attention.

  The case is still under review. We will provide a response within ***** business hours

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 27, 2022, I went to Auto Nation to purchase a car. Because my credit wasn't good enough, I didn't qualify. ********************* one of the finance associates asked me to get a co-signer. ***** said he could fix my credit for a total of $2500. I got *********************** to cosign but the banks would not do it with me on the loan. ***** said ******* could put car in his name for me. ******* did so. ***** said the only way for me to keep the car was if I give him $1000 at time of pickup car and $1500 in two weeks. I advised him that I didn't see why I was obligated to do so just to get a car. He told me to meet him at the gas station across the street with the $1000. No checks, cash only. I told him that I didn't feel comfortable doing this. He told me to bring the car back if I didn't. I have this in a text message to support. *********************** a financial service director processed the deal but did not provide ******* nor me any documentation regarding the sale. We do not know the amount financed, the finance company, or terms because of this. We tried to return the car on 09/07/2022, ******************* a sales associate said we could not. He said we could only return if it was under 250 miles or less than five days. We were not told this at the time of purchase. We feel that the practices of Auto Nation are unethical. Especially by *********************. We won't nothing to do with this company.

  Business response

  09/14/2022

  Thank you for bringing this concern to our attention. 

  The management team at the dealership has reached out to the customer and addressed her concerns in this complaint. 

  We were able to unwind this car deal and was a satisfactory resolution to the customer. 

  The concerns about our Finance associate ***** is being addressed internally as we do not condone or tolerate such practices.

  Thank you.

  Customer response

  09/14/2022

  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,
  
  ***************************

*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. ↩