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:06/09/2023

  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 have a **** Honda Civic EX that has SRS light on, error code **** indicates a problem with driver's seat belt buckle tensioner. I initially took my vehicle to AutoNation Honda Lewisville on 9/3/2019 to get this issue resolved. I was informed that this issue is covered under the seatbelt's lifetime warranty, free of charge but the part was currently back-ordered. I contacted Honda US Motors and they informed me that the part will be available in 2022. I never got a call when I followed up with the status of the part availability. I contacted Honda HQ last week and rep ****** informed me that the part was available, *****, *****, or ****** were informed by ****** to assist me with scheduling repairs. Today I called and both times I was transferred to ***************************** voicemail instead of ******'s. Rep ***** (*** was speaking quietly so not positive on the name) would not schedule me and when I informed her that ****** was not returning my first call, ***** insisted to transfer me to the same voicemail and ****** will call me soon. No one is calling me back and helping me get this SRS error fixed. My daughter will be using this car for her college commute and SRS light disables the airbag deployment. It is very unsafe and this issue needs to be addressed so that she can start safely driving the car. I would like AutoNation rep to reach out to me for getting this repair done free of charge since the car has a lifetime warranty on the seatbelt component.Invoice #******, Tag #*** Thank you.

  Business Response

  Date: 06/26/2023

  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

  Date:06/09/2023

  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.

  Purchased a brand new car from this dealership which included extras like car mats and others. During the pick-up time, I was informed the trunk car mat wasnt available and will be shipped in 2 weeks. Its been 2 months and I havent received that part yet. There is a detailed text conversation that proofs this and anytime I try to reach out, my call is either ignored or I'm told its been handled but nothing happens. Also, when the car was purchased, I was advised the license plate will be mailed to my home. After two months of continuing checking with them, I was finally told that I will have to come to the dealership to pick it up. I was driving my car hesistantly because I was afraid of being pulled over by police due to this dealership incompetency.

  Business Response

  Date: 06/27/2023

  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

  Date:05/25/2023

  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.

  My son and I purchase a 2018 Honda Accord from AutoNation Lewisville in late March 2023. We went through the financing through the dealership; however, we refinanced it shortly at another institution since they offered half the interest rate we received through the dealership. I subsequently requested for a refund of the gap insurance (prorated at approximately $750+). I provided the document the dealership needed on 4/19/2023; I followed up several times (5 emails, 4 phone calls, one personal visit to the dealership) and the only response I received was that it has been forwarded to the right party. Its been a month in this process but no word on whether my request is even being processed. The funds belong to my son who had bee working hard to pay for this car. It is only fair that he receives the refund. After all we cancelled the insurance a few days after purchasing the car. Due to lack of attention from the dealership, I am requesting full reimbursement of the gap insurance premium my son prepaid. Thank you.

  Business Response

  Date: 06/01/2023

  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

  Date:04/26/2023

  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 took in our 2017 Honda Civic on 3/20/23 before 8 am for what we stated was a transmission leak. We bought this car new and have all services completed and addressed to maintain our investment. At 4:00 pm that day(3/20/23) we still had not heard anything and couldn't get the service department to answer our calls. **** ended up having to leave work early and drive up there to get answers. The rep that was there stated she could only see the notes but was not a technician. She stated thatthey needed to replace the oil pan gasket and she needed to find out if it could be aftermarket or it had to be Honda parts. She stated she wouldn't know till the next day as the tech working on the car had already left for the day. The next day, 3/21/23, when the tech was in they stated they could get an aftermarket gasket and get it fixed. We again asked if theyre sure it wasnt the transmission. They confirmed in writing the only leak we had was from the oil pan. When discussing that part with the general manager on 4/4/23 he stated there were always two leaks, but the tech stated that was our only issue. Later when speaking to the general manager he referred to a video taken by the technician. In reviewing the video it does not show a leak and the undercarriage hadnt been cleaned off to make it clear where there was fluid coming out. We approved the repairs after the tech stated there was only the one leak. We paid $1,050 for the oil pan repair after they confirmed it was the only leak. The next week we notice it still leaking in the exact same spot. We took it back up there on 3/29/23 at 5:30 to be checked the following day. After a whole day of looking they stated that they werent sure where it was coming from. I went up to the dealership again where I met with *********, the service manager, who couldn't be bothered to talk to me and was answering messages on her apple watch while I am trying to discuss my issues with her. After I asked if she was listening to me she stated she was messaging her boss. In this conversation I was told that there wasnt even a gasket to be replaced but that the sealant on the oil pan needed to be reapplied. ********* pulls in a tech who wasn't working on my car to discuss the issues but he couldnt shed much light since he hadnt seen the car. After insisting multiple times we go to the back to talk to the actual tech and looks at the car Im ushered back. The tech who was working on my car, *****, *********, myself, and the tech she pulled in are looking at the car on the lift. The tech she pulled in wipes the bottom of my car, smells the fluid, and states 'that's definitelytransmission fluid'. ********* offers a $500 credit to a $1,700 charge to drop the transmission and find the leak. After this she stated they dont do transmission repairs and only replace which would be 5-7 thousand dollars. We called a shop within a mile that works on transmissions and got a quote for dropping it to find the leak for $950 vs the quote from AutoNation of $1,700. For the oil pan we paid $912.95 in labor, $66.23 in parts and a $59.99 miscellaneous charge that the general manager wasnt sure what it was. After speaking with the general manager 4/4/23 the best he would offer was a $500 refund of our monies. On 4/4/23 after speaking with the General Manager, *******, at the Honda Autonation of Lewisville. We called the corporate office on 4/4/23 and spoke with a customer service agent. He stated calling there takes 6+ days to get a response since hes just a call center and provided an email to escalate the issue. We sent an email in on 4/4/23 to the email provided. After we received an automated email stating it would be ***** hours. On 4/10/23 we emailed following up as we still had not gotten a response other than the automated response. We then received an email on 4/12/23 stating they would be contacting the dealership and getting back to us within ***** hours with a resolution which seemed to be another automated email. We have yet to hear back from that automated message saying they would reach out. We understand paying for parts. However, the labor and miscellaneous fee should be refunded since the car was misdiagnosed and they cannot provide proof showing the issue they stated needed repair on the vehicle. After the issues on 3/29/23 we removed our vehicle and took it to a shop a mile away as we no longer felt comfortable having repairs done at the AutoNation

  Business Response

  Date: 04/28/2023

  Thank you for bringing this concern to our attention.

  We are aware of this customer's concern.

  The customer visited the dealership with a fluid leak. It was determined that the leak was coming from the oil pan. (provided proof to customer) and approved for repair. 

  A few days later, the customer returned to the dealership with the concern of another leak, After inspecting the vehicle on this second visit, we located a leak of transmission fluid. We also invited the customer back to the shop to show him where the leak was coming from.

  In good faith. we offered the customer $500.00 towards this repair and he declined the offer.

  Thanks,

  Customer Answer

  Date: 04/28/2023

  I am rejecting this response because:   They did not address the facts stated in our complaint. They offered $500 towards a replacement that would cost $6,000+ dollars since they dont repair transmissions and only replace them. I have attached here a message where they state in writing we only had one leak on the car which is why it was approved. The proof provided on the leak is not evidence there was a leak rather a video of the cars still dirty undercarriage making it difficult to see anything. We are unable to attach the link provided by autonation to view their proof here. We would like a minimum $500 refund for the misdiagnosis as we have already taken our vehicle elsewhere for repairs.

• Initial Complaint

  Date:12/05/2022

  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.

  I'm September I purchase a vehicle from this business, a Honda CR-v lx 2018, I waited for the title to pick up the vehicle, since I never received such title and asked for my money back. I never picked up the vehicle but I did send a check for the amount $16,795.00, I was told the check was going to be sent but I have been waiting and have received no response, I call the business and they ignore my request. I need help in getting my money back.

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 6, 2022/12/09) */ Thank you for bringing this concern to our attention. We sent the customer his refund last month through FedEx but it was returned to the store because they could not get past his security gate. We have attempted to reach the customer by phone several times so that we can possibly resend to a different address but he has not called us back yet. We will try again today. Thank you

• Initial Complaint

  Date:11/23/2022

  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 July 12th 2022 I bought a car from AutoNation Honda of Lewisville which passed a "125 point inspection" however on August 18, 2022 I got it inspected due to a check engine light and was informed my front catalytic converters was bad, my oil filter was leaking, and my turbo wasn't working like it should. Also on November 3, 2022 I had a coolant valve break and now have a problem with the evaporation system. I tried going back to the place to see if they would help fix anything on August 19th, 2022, but the person I talked to said "There's nothing they can do and that's just life," then promptly excused himself. I paid $2,500 down and have $11,973.33 on a loan they set up for me, totaling $14,473.93 for the car. I'm filing because they promised me a car that passed inspection, but because I was told the oil leak was a slow leak that had to of been going on for a long time to make it look like I did, I know it didn't pass inspection, not to mention all the other issues mentioned

  Business Response

  Date: 02/22/2023

  Business Response /* (1000, 5, 2022/11/29) */ Thank you for bringing this concern to our attention. We have been in contact with the customer to address his concerns directly.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 purchased from Autonation Honda of Lewisville in Texas 2011 Acura MDX July 14th 2022 with loan check from my credit union but I returned the Saturday July 16th 2022 approximately 9:00am due to transmission issue. I presented the keys back to sales rep and he stated the return process for the car would be done Monday 18th 2022. As of yesterday Auto nation Honda of Lewisville hasn't refunded the money to Navy Federal per my conversation with customer service rep. In the meantime, I received bill for car payment due 8/21/2022.

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/11) */ Thanks for bringing this concern to our attention. The check was sent to the customer's bank and the customer has the tracking number. Thanks

• Initial Complaint

  Date:06/07/2022

  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.

  Within the first week of owning our vehicle we paid 49k for the turbo engine check engine light came on. I noticed a clicking sound when turning and brakes squealed from the beginning. We were told nothing to worry about and to take to Nissan in Greenville. Disabled husband took it 90 miles to and from this dealership to be told they can't help. Contacted sales rep again to get approved dealerships to take faulty truck in and have serviced. We finally took to a Dodge dealership that my husband suggested from the beginning. The location was an additional 30 miles from our land. Discovered nearly 6k in repairs are needed, to be told we've went over in mileage by 86 miles. Never expressed it had a 4k limit in mileage only that he had a certified warranty through text. Needless to say if we had never went to Greenville we would be in allowed mileage. I was also told last Friday by regional Jim ********* that he would have the warranty pushed through. This was a no brainer. I confirmed with him by text and allowed him over the weekend to straighten out any details. The last we texted he was pushing through a rental. 6/6 I was contaced by Ali and said corporate denied our request. We went over in mileage. This vehicle is not only a Lemmon, they never inspected and was working condition. We did everything step by step and now they don't want to pay for anything. Again, we haven't even driven the recommended mileage before our 1st oil change and service and we are in awe of how they will not take ownership for sending my husband on a wild goose chase. Unethical, unprofessional and we deserve that all repairs be completed with rental as promised last week. If you don't want to do the warranty work in full, buy my truck back for what I paid which is 49179.34 and 19,500 was by check.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/09) */ Hello, The customer drove 87 miles over the 4000 miles allowed on the AN 90-day warranty. We tried to get an exception but the warranty company denied the claim. We called the customer and offered to pay for half the $2400 repair on the turbo, but she still is not happy with that offer. Thank you

• Initial Complaint

  Date:05/24/2022

  Type:Customer Service 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.

  The service here use to be amazing but here lately it is ****. First, you will wait 30-45 minutes to be helped even when you have an appointment. There are several advisors not doing anything. It seems as if the only one working is James, the elder of them all. They ordered a tire for my car over a week ago. We've been trying to get in touch with them to find out if it's in or not. No one answers. We've left numerous messages for James and the service manager with no return calls. Finally, some one in parts transfers is to James who leaves us on an endless hold because he states he has a client in front of him. This place has turned into a total dump. I saw it but had faith that they would still provide service like in the past. Staff shortages are real but it doesn't make you provide awful service to long lasting and repeated clients. I'm DONE!!! Please do not use them. Save yourself from a headache!! They know since I have a Clarity the dealership is the only place I can get my tire.

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/05/25) */ Our Service Director has reached out to ***** and an order was placed for a replacement tire. Thank you Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this because that's all I wanted to be done. If this was communicated initially then all of this could have been avoided. It's sad that a customer has to go these great lengths just to get someone to do their job.

• Initial Complaint

  Date:05/23/2022

  Type:Customer Service 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 2011 Ford Fusion in February 2020 and for the last nine months have been trying to get it registered in Vermont, where I now live. For nine months now I keep getting shuffled around by AutoNation Lewisville, transferred between Financing and Sales. Of course, that's pending anyone picking up the phone. As I type this, I have been on hold with their automatic screener for 37 total minutes. Their system hangs up on you when you hit 10 minutes of being on hold. All I need is the paperwork that specifies that I paid Sales tax, which no one at AutoNation Lewisville has been willing to give me. They have all wanted to escalate me to a manager in Sales or Finance. Multiple times I've had a manager tell me that they would only give me the sales tax paperwork if I agreed to come in and test drive a car. So, here I am filing a complaint with the BBB hoping that it forces someone to act and get me the info I need!

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/05/31) */ The Finance Manager has spoken to Mr. ******* and addressed his concerns. Thank you