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:04/25/2024

  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.

  On 4/11/24, I inquired about ending the lease on my car early and started the purchase process on my vehicle. After three hours in the office the monthly approved payment amount was significantly higher, approx $150 higher, than quoted by other loan offers. I decided that I would not purchase the vehicle from them due to the inflated rate and they asked me to wait a little longer to see what they could do. After no one came back to me on the sales floor with any new information I decided to leave. I then received a phone call from the sales rep approx 30 mins after leaving and he asked if I was going to come back later that day or the next day to which I replied that I would not be coming back and that I would be going somewhere else to purchase my vehicle. The sales **** ***************************** said okay and then hung up on me. From what I understand per one of their sales reps they were supposed to do a reversal on the buyout of my lease since I did not complete the purchase process. That paperwork was never done and the buyout was completed on 4/12/24. I have repeatedly tried to contact someone at AutoNation regarding this issue over the phone as my work schedule has made it difficult for me to go there in person. No one has returned a call and when I do speak to someone they always say that they are unable to assist me but will pass my information on to the correct person, who is never in office. What is also disconcerting is that they have paid for the vehicle but no one has reached out to me regarding purchasing it. I'm half expecting to wake up and find that it has been repo'd by them, if that is even legal?

  Business Response

  Date: 05/08/2024

  Thank you for bringing this concern to our attention. The customer is in direct contact with the management team to re-instate her loan as requested. 

  Thank you. 

• Initial Complaint

  Date:01/10/2024

  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 took my vehicle into Honda Autonation in Lewisville ***** 01/08/2024 at 8:30am for an oil change. Waited 3 1/2 hours. When I finally got my car back as soon as I turned my car on every single warning light that could come on did. When I walked back to the advisor she brushed me off to a technician who said drove it around and said that when they tried doing a hard reset that it cause the warning lights to come on and that I would need to pay the diagnostic fee for that. I then explained ** not paying for them to fix what they broke. They got me with the service manager who informed me they had a new technician that did the repair and that he missed a step. She then had the master technician come out and test drive the vehicle. He then came back and stated that I needed to purchase a new vsa module for $2,800 and that it was out of stock because of them doing the hard resets. I wasnt even given an official quote just a sticky note with $2,800 written down. I sat there for 4 hours for them to mess up my electrical system completely and Not once did the dealership even offer to try to rectify them completely messing up my car.

  Business Response

  Date: 01/26/2024

  Thank you for bringing this concern to our attention. The customer visited the ****************** for an oil change and to check their tpms light. After the oil change and a multipoint inspection was completed, the customer was advised of the recommended service which were declined. While resetting the oil light and resetting the low tire light, it was discovered that the vehicle has a faulty VSA modulator. The estimate was written down initially on a small note for the customer while the service manager printed the cost of the repair inside. The service manager also applied for ****** assistance to aid with repairs which resulted a $320.00 approval. The vehicle was diagnosed as requested and a diagnostic fee was not charged in an in attempt to assist the customer further. 

  Thank you. 

• Initial Complaint

  Date:12/23/2023

  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.

  On Dec 7th, I was picked up by the Dealership (Autonation Honda) and was approved for a vehicle through "Santander Consumer USA" to purchase a vehicle for up to 22k.. "*********************" was the Salesman that assisted me. I signed paperwork with the Finance Manager's and took Ownership of the vehicle that day. 2 weeks later on Dec 23rd, I was told by the Finance Manager and Salesman "************************" to come back and signed some paperwork and give them another copy of my most recent paycheck stub which was VERY Strange.. they told me that my vehicle wasn't going to be taken. I come back up there and "show noff" they told me that they need to keep my vehicle because my income wasn't verifiable. On top of that, they tell me to find my own way back Home. This was the most HORRIFYING EXPERIENCE I have ever had.. To be LIED too and STRANDED at a Dealership.. I Recommend NO ONE to go to this Dealership and purchase a vehicle...

  Business Response

  Date: 12/28/2023

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience. Unfortunately, the documentation provided by the customer was not verifiable through their financial institution. As a result, the sale was not completed, and the customer was asked to bring the vehicle back to the dealership. If this process was not followed, the matter could have escalated to a legal matter which the management team attempted to avoid so as not to involve the customer unnecessarily. This information was provided to the customer as well. If the customer would like to make another purchase in the future, the management team would like to assist in any way possible. 

  Thank you. 

• Initial Complaint

  Date:11/13/2023

  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 was in an accident on July 8, 2023 My vehicle was totaled and the loan payed off. AutoNation Honda submitted the paperwork to cancel my extended warranty and GAP insurance on July 28th. I was told it would *********** to 8 weeks. It has been 16 weeks and still no refund. I received a call 2 weeks ago that said everything has been processed on both claims but still I have not received a refund. My contact person at the company no longer works there and I can't reach anyone at the store to speak to. I have emailed corporate with no response. The contact I had was ***************************, every time we spoke he rushed me and would never give me an answer

  Business Response

  Date: 11/17/2023

  Thank you for bringing this concern to our attention. The customer worked directly with our Customer ******************** to receive the appropriate information regarding their refund. A Customer Relations Specialist sent the customer an email on November 3rd, 2023, containing their refund details along with an eta for the arrival of the final check.

  Thank you. 

• Initial Complaint

  Date:11/12/2023

  Type:Billing 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 Lewisville is total scammers and lie to get business.I went to lease a Honda Accord in August of 2022. We saw the Accord and really liked it. We decided to go with the Accord to lease. The salesman tried to get us to add additional package but at first we were addiment about ************ the car with no additional charges. The salesman continued to push and we continued to say no. The sales manager came out to push the package saying it would cover the whole car during our lease which included the tires and to just bring it in when it needed tires. I used the package for two month which included oil changes. I went to get my second oil change and thought to ask about the tire replacements just out of curiosity. This is when the service woman said it doesn't cover the tires and only covered if the tires need a plug if something like a nail got in it. I told her that I was told something different and her literal response was "I've heard that on the sales floor but it's not true." I asked to speak with the ** asap as it was not acceptable. *********** the ** came out and said it was being taken care of and had one of his salesman taking of it. I waited for an hour watching this salesman take care of other customers and eat lunch. I finally had enough found the salesman and he said oh I was looking for you we will have to email you the forms we are too busy. WTF. I've been dealing with this for 3 months now. I'm a customer they should have taken care of it right then and there. He didn't look for me because while waiting I passed him 2/3 times. I was promised calls by end of October and that never happened. I keep having to follow up and it's not my job. I want to terminate my lease now. I don't want to pay scammers that ignore me and don't take ownership of their issues.

  Business Response

  Date: 11/29/2023

  Thank you for bringing this concern to our attention. The management team has made multiple attempts at contacting the customer to discuss their concerns further with no response as of yet. 

  Thank you. 

  Customer Answer

  Date: 11/29/2023

  I am rejecting this response because:   I called on 11/29 in the morning to a GM name ***** and left a voice-mail. He never called me back I have proof of the call and duration of the message. I called him again and he picked up. He was rude and wanted to have me go over the situation again. I am not accepting this response and will continue to write negative reviews till I get someone that is knowledgeable and is willing to help.They only made one attempt to call me and that's jt.

  Business Response

  Date: 12/06/2023

  Our records indicate the management team connected with the customer on November 30th, and most recently on December 4th where their questions and concerns were addressed.

  Thank you. 

• Initial Complaint

  Date:10/19/2023

  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.

  I was trading in a truck and purchasing a newer used truck. In order to make the transaction easier, I paid all of the old truck off except for $137.00. I had a 100% on time payment history until autonation . They still have not paid this off ad of 10/16/2023 and they have caused a derogatory late payment on my credit. I ask that they resolve this immediately by making the payment and sending a letter to every credit bureau and the lender taking responsibility for the problem and sending me a written apology and proof that the issue has been resolved.

  Business Response

  Date: 10/24/2023

  Thank you for bringing this concern to our attention. The customer is working directly with the management team and finance department to correct this concern.

  Thank you. 

  Customer Answer

  Date: 10/30/2023

  I have reviewed the business response and accept this resolution.

  The general manager, ***********************, was very professional and handled the problem. I am happy with the outcome. 

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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 leased a 2019 Honda in 2019, I was in an accident and had to have the vehicle repaired. Honda's repair facility (and my insurance) was supposed to list the vehicle as totaled but instead fixed it up and gave it back to me to finish my lease. When my lease was up and I wanted to purchase the vehicle they told me the vehicle was not sellable and had to be totaled out due to the accident, they are now leasing it to someone else. They used lies to force me into a new vehicle.I was forced to lease a brand-new vehicle during the pandemic, they had no used vehicles and used ones were scarce so they lied to get a used vehicle into their inventory. I have found out the dealership bought the vehicle and is leasing it to another person as I am getting toll bills for this vehicle. The dealership never completed vital documents and now I have a **** under my name with the ************** that does not belong to me. they refuse to update it as well said good luck with the *** basically.Honda has refused to help, when I first found out the vehicle was supposed to be totaled my sales agent ***** refused to get me to a manager to help and said it wasn't their problem. To top it off she lied, not misleading flat out lied, about the state of the vehicle so they could pocket more money, and now someone else is driving around in an unsafe vehicle like they had me do for 3 years. I paid 476/month for 3 years and was forced into a contract for thousands more when I had thousands in equity in my first vehicle. They scammed me.17136 for the 3 years they leased me a totaled vehicle and **** for this year I was forced to lease the replacement. Plus the deposit, I'm looking at about 25k they have gotten out of me so far.I have lots of documents like the original carfax and the updated one that show it was supposed to be totaled in both instances. I leased the new vehicle on 11/8/22 and the bills from NTTA are from August 2023.

  Business Response

  Date: 09/28/2023

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

  Thank you. 

  Customer Answer

  Date: 10/11/2023

  They were supposed to respond back within 48 hours and never did. 

  Business Response

  Date: 10/26/2023

  The General Manager and other members of the management team have made multiple attempts to contact the customer with no success. Their direct phone numbers have been provided via voicemail so the customer can reach them directly at her convenience to resolve her concerns. 

  Thank you. 

• Initial Complaint

  Date:09/12/2023

  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 scheduled an appointment for an oil change at this Honda dealership. Despite a relatively empty waiting area, it took them 2 hours to complete the oil change, during which time they presented me with a lengthy list of recommended services, insisting they needed urgent attention. Surprisingly, half of these services had already been performed by another dealer less than a year ago.When I questioned them about the redundant recommendations, they simply backed down and told me I could skip them. During their multi-point inspection, they damaged my cabin air filter, which was less than 6 months old, causing a puncture on one side and tears on the other. They refused to accept responsibility for the damage or provide video evidence of how it occurred during removal from my car. This was my first encounter with a punctured air filter.I spoke with the manager, who provided me with difficult-to-reach contact information and promised a call back the next business day. A week passed, and I struggled to reconnect with him until he finally called. His offer was to cover only half the cost of a new filter, which I found insulting considering their refusal to take responsibility for a simple, inexpensive item. I declined their offer and paid for a new filter somewhere else entirely out of my own pocket. Their explanation that my better-quality Bosch filter was the right one but not the right size made little sense to me. I've used the same filter size for over 5 years without any previous problems. I change it annually myself and never encountered any issues.

  Business Response

  Date: 09/18/2023

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

  Thank you. 

  Customer Answer

  Date: 10/10/2023

  You closed my complaint without any resolution provided by the business. Not sure how did the business provide a good faith (according to your resolution) without doing anything?

  Customer Answer

  Date: 10/18/2023

  Thank you for your recent email/message.

   

  I am not satisfied with the resolution as there was none, or at least I cannot find it. 

  The only message I received from the business is that they needed 48 hours to investigate and reply. While I was awaiting their investigation to complete and their response to be posted here, I was shocked with my complaint getting closed.

   

  Kindly, review all messages and let me know if you really see any resolution or response from the business other than the one I mentioned above.

   

  Thank you

  Business Response

  Date: 11/15/2023

  Upon its arrival, an inspection of the customer's vehicle determined the vehicle contained a filter that was not the appropriate size according to the manufacturer. Because the filter was too large, the filter was bowed. As a result, every time the climate control turned on, it made contact with the blower which caused damage to the center of the filter. The service department associate attempted to show the customer the difference in size between his oversized filter and the correct sized filer, however, the customer declined. As a gesture of goodwill, the dealership offered to pay half of the cost for an appropriately sized filter which was also declined by the customer. 

  Thank you. 

  Customer Answer

  Date: 11/16/2023

  I am rejecting this response because:  The response from business is not 100% accurate. The filter I have is the correct size and Ive been using the same filter brand for over 5 years now. I checked the filter less than a month before going to the dealer and nothing wrong with it.

  the dealer refused to look and share camera footage when they removed the filter, they repeatedly ignored my calls and similarly did with their first response to this complaint by ignoring it.

  offering Half off $15 worth of a filter is not a good will, rather it is a cheap act. The resolution Im seeking is either they ship me a new filter or send me $15 check for the damaged one.

  Ive purchased a replacement one after visiting their service center and no issues with it. Manufacturer does not force people to buy the Honda branded filter, it provides specs for the replacement filter, the one I had has the same numbers/specs of the Honda branded. Your service manager confirmed the filter I had has the same numbers on it but went claiming it is not the same size. That is not true, its either same size and numbers or not. My filter was from a reputable company Bosch and it is the same size as the oem

• Initial Complaint

  Date:08/04/2023

  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.

  5/12/2023 purchased GLS550 from AutoNation Honda on or around 6/9/2023 the vehicle AC went out. AutoNation was contacted immediately to resolve the issue.

  Business Response

  Date: 08/08/2023

  Thank you for bringing this concern to our attention. The customer is working directly with the management team to come to a resolution. 

  Thank you. 

• Initial Complaint

  Date:06/30/2023

  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.

  I purchased a 2019 Honda Passport EX-L (VIN: *****************) from AutoNation Honda Lewisville. At the time of purchase, I also bought a Vehicle Protection Plan (***) for $1,400 which covers most of the repairs for 6 years / ******* miles.In November 2022, I submitted all the required documents to cancel the *** contract. I then made a follow up call on the status, and was told that the company has forwarded the information to AutoNation Honda Lewisville.It has been 7 months and I heard nothing from any of the related parties. I demand the prorated balance to be refunded based on my initial cancellation submission date.

  Business Response

  Date: 07/06/2023

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

  Thank you.

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:   It is still under review.

  Business Response

  Date: 08/02/2023

  The warranty cancellation has been approved and a refund has been issued to the customer directly as of yesterday August 1, 2023. 

  We ask that the customer allow up to 10 business days to receive their refund via U.S regular mail. 

  We apologize for any inconvenience the processing time may have caused.

  Thank you.

  Customer Answer

  Date: 08/07/2023

  I have reviewed the business response and accept this resolution. Thanks for your help