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:03/10/2025

  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.

  Went into the business about an issue the truck has and even showed a video of what was going on with vehicle and left it to be diagnosed, contacted me back within 2 business days and was told the issuw was found and how much it would be to get it fixed, also with it they recommended to fix other parts with vehicle and do a coolant flush., agreed to continue with labor as i wanted my vehicle to run smooth and continue to run good. Vehicle had no insurance so only drove vehicle to house as i was about to add insurance on vehicle i drove it one more time and issue continued. I contacted dealership to let them know i was taling vehicle back because issue continued. Was called back the same week on friday and was told that i need a new transmission and some other parts and labor with parts was going to be around $8k. Had a conversation with employee and told him why wasnt i advised of this when i got called first time and he stated that the main reason why i took the vehicle was either " ignored or missed" i told him that it was impossible since we showed him the video of what was going on with vehicle and he sated that it was ignored. Now im stuck with a vehicle with issues and out of $5500 . I told him i was buying this vehicle from someone and it needed to be working good before i transferred title to our name. Spoke with manager and he was polite and understanding but all they could come up with was a $2k discount and i had to come out of pocket $7k . I told him why do i have to pay more money since it was technician fault and if i would had known vehicle had some many issues i would have not purchased vehicle. Stated it was a mistake but nothing else could be done. Went by 02/24/2025 and picked up truck and spoke with advisor **** and i asked to get the estimate with tranmission and labor amount but he said he wont give estimate if I dont fix issue with him. " this is what im giving you and this is all you going to get , your truck in the back and he is your keys"

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 24 ***** 3500 on 06/19/24. First, I paid for the dealer to install running board and a tonnou cover. The dealer farmed this out to a third party and forgot to order the correct parts. It took 3 drives of 110 miles each way to resolve this issue. The dealer than took over 30 days to pay off my trade. Multiple phone calls to the dealer and I was told make the payment and I would get reimbursed when they paid it off. I made a payment after getting a $50 late charge. Then when the dealer, knowing I made a payment called and got an updated payoff and paid $49,885.72 for my trade instead of the amount listed on the bill of sale of $50,412.51. The dealer purposely underpaid the amount on the bill of sale hoping I wouldn't catch it. The dealer owes me $526.79. I called and spoke to **** who said they would issue a check because he doesn't know how they paid the wrong amount. We all know this was intentional hoping I wouldn't catch it. I am now three days away from my temporary tag expiring. I spoke to **** who said he was overnighting my tags. That was 9 days ago and I still don't have tags. I had to file a complaint with the Texas DMV and was advised that the dealer registered my car 8 hours after I talked to **** who said he had my plates and was overnighting them 9 days ago. I still do not have plates, I still do not have the check they promised me. I have tried to call **** this week but now the dealership either transfers me around and then sends me to voicemail or tells me no manager is available. I have contacted AutoNation **************** who hasn't responded to my complaint 4 days ago. I now had to make two car payments because of the delay in payoff, they promised to return money they haven't returned, and now I can't drive my brand new truck because I don't have plates. I am leaving to go out of town on Friday and I have to cancel that trip since I can't drive my truck. Worst experience ever at a dealership.

  Business Response

  Date: 08/26/2024

  We have sent the plates and check on Monday August 19. Situation resolved. 

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  We did receive the check and plates. It shouldn't have had to come to this but the situation is now resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/08/2024

  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.

  Incompetent salesman, poor customer service. After an agreed upon trade in amount and down payment the final number was $1,000 more. To finalize the deal they agreed to let me keep the tires from the truck I was trading in and they would in turn keep the brand new tires from the brand new 2024 Silverado I purchased along with floor mats. Return the next day, leaving work early only to sit and wait almost 2 hours because the truck wasnt ready. Once the truck was ready, before leaving the lot I noticed a very large, deep scratch running along the side, the truck is filthy, floor mats are not in it and the radio is locked. Dealership doesnt know how it got scratched, spent over an hour with Onstar to unlock the radio, pictures were taken and I have to return to the dealership, leaving work again to do what should have been done and taken care of by the dealer before it was ready.

  Business Response

  Date: 08/21/2024

  Personally working with **** and we have agreed on a solution. 

• Initial Complaint

  Date:06/24/2024

  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.

  We traded in two vehicles starting on May 15th. We previously had agreed on trade values. Simple as that. Two trade ins, with my husband and I paying the payoff differences. They could not finish the simple paperwork the day off, which alone is sad, so we agreed to leave the vehicle there and have a basic contract signed that day agreeing on terms and a date, with the rest of the documents to be mailed and signed. We mailed the documents after the weekend and some back and forth about the difference. They received them May 24th.From there it has been a mess about some internal policy about trade in values and them dragging their feet, despite already having signed contract with us. Weeks of them floundering and unable to solve this issue with us being out of the country. Rather than esign or simple push the ***** contracts we have signed. They email us and have them signed again. They have cashed our check, and STILL not paid off one of the vehicles. This is despite the fiasco and. Confirmation the deal was done on the 8th. We now have to deal with credit agencies and ****** as this is deliquient now. We are going to pursue small claims court actions as well.

  Business Response

  Date: 07/15/2024

  Unfortunately, the customers left for out of country prior to completing the paperwork. We did work with them via mail to get all required signatures to complete the transaction. The vehicles have been paid off on our end. 

   

• Initial Complaint

  Date:08/14/2023

  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 had purchased a 2014 ******** E350 fro ****************(Autonation) unaware that motor mounts engine mounts were needed. I had bought an extended warranty and brought my car in for service. I had to pay close to $1600 out of pocket for this. Not only that my horn keeps blowing fuse, which they have never fixed. They just replace blown fuse and send me on my way. There is NO communications for the dealership.I have made many attempts to contact service manger supervisor to No avail.

  Business Response

  Date: 08/24/2023

  *************************** (Service Manager) is working with **************** to get his vehicle repaired. 

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19, 2023 I found a vehicle that I wanted to buy at Auto Nation Chevrolet in ****. I filled out all of their online forms around 10:00 p.m. and set an appointment for 12:00 noon. The salesperson contacted me at 7:15 the next morning and I told him that I wanted to buy the car. I asked him to help me do the deal over the phone or online but he pressured me to come to the dealership which is 3-1/2 hours away from me. I was told that if I started driving, they would hold the car. Before I could get to the store, I got a text telling me that the car had been sold. I found out that an Auto Nation employee was interested in the vehicle also. I suspect that they sold it to this person when I didn't immediately give in to their high pressure sales tactics and jump in my car right away. Auto Nation advertises a "Shop, Click, Drive" program so I should have been able to complete the transaction remotely, but I was told that the manager wouldn't it. How can they advertise this program and not honor it for an average customer like me?

  Business Response

  Date: 06/20/2023

  The vehicle has actually sold the day prior thus we were unable to hold a vehicle since it was unavailable and no longer in stock. 

   

  Thanks, 

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

   General Manager

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

  Customer Answer

  Date: 06/24/2023

  Complaint: 20210427
  
  I am rejecting this response because:

  This person is obviously lying. The vehicle was listed on their website as well as several other third-party websites.

  The salesperson CONTACTED ME on the phone and exchanged text messages with me the morning of 6.20.2023 in an effort to sell me the vehicle.

  The MANAGER said that he would hold the vehicle for me then sold it before I could get there.

  See the attachment for documentation of the text messages/communication between the salesperson and me. 

  We also spoke on the phone where he told me that a finance person at their dealership was also interested in the vehicle.

  It appears that they prioritize their employees desires over regular customers when it comes to sales of popular vehicles.

  The attached .xls file also shows screenshots of results I obtained whilesearching for vehicles on several auto sales third-party sites.

  If the vehicle was already sold, why was it all over the internet? Why did the guy call me in attempt to sell me the vehicle if it wasn't available?

  AND why did the manager offer to hold the car for me if it was already sold?
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/17/2023

  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.

  On 10/29/22 my husband and I purchased a preowned SUV from Auto Nation of Chevrolet in ****. A few weeks go by and my husband is prompted by the dash to change oil. I made and appointment for 12/12/2022 with Mcleods Auto sales service center they changed the oil and I was told that the oil pan was leaking and that they could fix it, however he recommended taking it back to the dealer. I contacted the dealership the next day to see what options I had and they told me to use our warranty we purchased through them and take it to a local mechanic or bring it to them. I called the warranty company, and I was sent a list of preferred mechanics that can work on our vehicle in our area. Because of the holidays it was a long wait to get the car in any shop locally. On 12/27/22 we dropped it off with ***************. After 2 days they evaluated our SUV and said the timing cover was leaking. They also suggested that we take it back to the dealership because we had just purchased it. I made an appt. with Auto Nation and dropped of the vehicle on 1/7/23 @ 8 am. When I spoke to the service center representative I specifically asked about the length of time it would take to diagnose the vehicle because we need two vehicles and was now down to 1 to share between me and my husband. Part of the warranty with the rental car is that until it is diagnosed, sent in and approved we could not get a rental car. The representative said that she would try to have it done that day but they are very busy and it could be up to 2 days. I have had text from ******* who is in charge of servicing our SUV and was told on 1/13/23 he sent off the diagnosis and is waiting for approval. I contacted the warranty claims department 1/16/23 and they have no claim for our vehicle. We still have no rental or any idea of how long any of this will take. I l/eft messages with ******************* the sales manager multiple times this month and he will not return my calls. Also we still have not received our new plates.

• Initial Complaint

  Date:01/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im 2021 I was in the process of purchasing a used ********* I sent the vehicle to **************** for a pre purchase inspection. They found unrepairable damage to the wheels, we reached out the the dealership selling the vehicle and they paid to have them replaced. Shortly after picking up my vehicle I noticed my car jerking after Id hit a bump; I got out to check the wheels and noticed a bubble on my tire: I immediately take it to a tire shop and have it replaced. They infor me that my vehicle needed balancing. ******** has just done that. So I took the vehicle back to ********** They then said the vehicle couldnt be balanced and needed over $5000 in repairs. They said I would need to call my insurance. I called my insurance and they sent my car to be looked at and concluded that the damage was there before I purchase the vehicle and could do anything. I call ******** back and inform them and then they said they can give me a discount and charge me $4800 . I told them that ridiculous and I will fight with the insurance. This has been going on for a long time. I waited it out to see if one would cover the repairs cause the vehicle is unsafe or at least makes me feel that way. I paid for a pre purchase inspection so I would not have to worry . I bare use the car and it sits most of the time. I believe ************************ didnt do a full and thorough inspection because it would be difficult to miss the drive of the vehicle. This vehicle was purchased online so I didnt even drive til after the repairs were done .

  Business Response

  Date: 01/17/2023

  We did not sell the customer the vehicle. We did an inspection for him which resulted in ** correcting some items on the vehicle. The customer came back after hitting something in the roadway at which time we advise to seek insurance assistance due to the damage from impact. There was **** miles between visits and again customer stated there was an impact to replace tire at another shop. 

  I am unclear what the customer is requesting from us at this point? Please advise.

   

  Again, we were not the selling dealer thus I am unclear what the customer is in search of for resolution. 

   

  Thanks,

   

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

  General Manager

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

• Initial Complaint

  Date:11/14/2022

  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.

  Our vehicle arrived on site at the AutoNation **************** on Sept 13th. It is not November 14th. Two months later. We have been told for almost four weeks now that our vehicle repairs and reassembly would be completed and that the vehicle would be ready to go "Tomorrow". We have been lied to by *********************, as well as ***** as to the status of our vehicle. The service techs have supposedly been "assembling it as we speak" for weeks. I cannot get a manager to answer a call, I have reached out to AutoNation Franchise as well as the General Manager of the dealership. The worst customer service we have ever experienced. We have no vehicle, no answers and no proof that the work is actually being completed. Just a whole lot of lies. Photo was taken Wed, Nov 9, 2022.

• Initial Complaint

  Date:08/15/2022

  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.

  In late February 2022, I sent my truck in for vehicle warranty work on the engine. After a couple weeks they informed me I needed a new motor. They had my vehicle for a total of 4 months. I was told half truths throughout the entire process, would not get call backs, and now will not respond by email or get put on hold when I call and nobody answer. Since day one the service writer informed me I would be reimbursed my truck payments by the warranty. He stated multiple times without me bringing it up that once the ticket closes they will cut me a check. I have spoken directly with my service writer, the service manager, and have emailed the general manager twice, now currently waiting on a call back by their corporate office in *******. I have emails from the service manager requesting a screenshot of the truck payments I have made since they had possession of my vehicle. He stated he would work on it. The last conversation I have had with them was they were sending paperwork over to their accounting department. That was 4 weeks ago. To back track, I never received a rental vehicle as stated in my warranty that I paid for when I bought my truck. I kept on them for the first few weeks about securing a rental and I got tired of bringing it up. Ive reached out to every employee I could at the dealership before coming to the BBB. I feel I have been very fair, understanding, and professional with the situation in the world today with the economy and workforce. I wont say Ive been lied to but Ive been told half-truths and now am being completely neglected. On another note I also asked if I could trade in my truck while it was being repaired and the sales rep told me yes he has done that before because I needed my vehicle for work. After running my credit which I assumed was good enough to work a deal, the sales rep calls me back to tell me the sales manager said he cant do a deal until after the truck is repaired. They ran my credit only to be told never mind!

  Business Response

  Date: 08/16/2022

  We are in the process of cutting a check for 3 payments. *************************** will forward check.