ComplaintsforAutoNation Chevrolet Waco

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/24/2023

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  01/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/16/2022

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 22,2021 my husband ***** and I had been in contact with auto nation on a traverse they had listed for sale.we drove from sweetwater ***** to **** ***** and it was 6pm approximately when we arrived the sales guy was nice and seemed to be a cool. Guy.. we were tired after the drive but still had to drive home we decided the traverse was going with us and he hyped up the car at first everything was great besides Minor issues window cracked missing door foam and silicone in cracks, car was disgusting hadn't been cleaned windows were filthy but I said we can clean it and they said they make sure they made it right for it being so nasty and everything. The car would slightly road walk to the right and when starting car all sensors on dash would come on then go off within 1 minute or 2 of starting it..we figured it was just the cars way of checking them cool halfway home we stop for gas and food and when we got back on highway along with road walk you can feel the car shaking ok it levels out at 65 and everything seems good we pull off because it seems like it was sputtering so we stopped and. Let it rest a few and cleaned windows again and headed home again by now it's 1am and the car seems to be doing better we finally get to town and next day I tell ****** sales guy a out it and he said I expired warranty by driving it home fine whatever we the. Begin trying to figure out what was wrong and calling AutoNation warranty they claim they aren't responsible for anything other than electric parts and that is it we've had car less than 3 months and have spent **** dollar on labor and parts and getting it out of shop and barely making the payment monthly we still have no tags for traverse and windshield is cracked I Montana lost my job due to not being able to get there as I have two kids I'd had to walk 6 miles with just to get them a sitter no way I was doing that. I just want it made right out credit is taking a huge hit and so has my pocket book please help me

  Business response

  05/09/2022

  We have delivered the tags and are reaching out about the windshield. 

  Customer response

  05/09/2022

  Complaint: ********
  
  
  I am rejecting this response because:we have not received tags I can send pictures to verify this and they have not reached out about windshield or anything else...
  
  
  Regards,
  
  
  Montana ******

  Business response

  05/09/2022

  ******************* is working ******* with the glass and the plates have been ***** today. 

  Customer response

  05/09/2022

  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.
  They are overnight tags and working on a resolution for windshield.. I'm just out the money on repair but I guess something is better than nothing
  
  Regards,
  
  
  Montana ******

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  (************* side)While driving on 9 October 2021 with my wife on I-35 heading towards ****, ** residence to *******, ***** our 2021 GLA250 just shutoff and I drifted from the middle lane of traffic to the shoulder at exit 340. I requested a tow(flatbed)from *********************** which towed my vehicle to the *********************, ********************************************, ************. My wife and I have been in contact with the service advisor ************************ with no information, other than the technician waiting to receive feedback or instructions from the ******************************* after replacing the parts. My car was a brand new vehicle with new car warranty. I think the technician installed parts on 26 October 2021.

  Business response

  11/22/2021

  We are working with ******** **** to correct the vehicle. 

  Customer response

  11/29/2021

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

  I accept ************* working with us to resolve and repair our vehicle because we received limited feedback. Thank you BBB!

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Friday October 22, 2021 At 5:15pm ct I went to Autonation to inquire about a used vehicle I was approved for $2500 I went home with that car and came back for a detail and to pay and sign paperwork they next day (Saturday) when I left details were half done if not less than half and the car still a signature mildew smell, along with cigarette ***** on the inside and no base to the trunk and a rusted looking mildew tire in the trunk.I returned the car and keys on Monday October 25, 2021 at 9:45 - 10:00 am CT for a full refund and they said they would have to issue me a check. I went back to the dealership (Tuesday) October 26, 2021 to pick up my check after receiving a call from the accounting department stating that my check was ready.That same day I tried to cash that check and my account was reviewed by risk management for closure due to fraudulent activity but this did not occur until after the check was deposited into account.I went back to local merchant (Wednesday) October 27, 2021 to get some answers about the check and ***** in the accounting department told risk management at **** of America told her that the check was completely fraudulent and she argued otherwise..Im not sure what is going on but I have not received my $2500 just yet and I have a closed account because of the fraudulent check that I picked up personally from a local dealership.

  Business response

  11/01/2021

  We are working with ******************** for resolution. She is in contact with our sales manager *******************. This will be resolved shortly. 

*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. ↩