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BBB Accreditation

A BBB Accredited Business since

BBB has determined that AutoNation Chevrolet North meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for AutoNation Chevrolet North include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 27 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

27 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 3
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 22
Total Closed Complaints 27

Customer Reviews Summary Read customer reviews

3 Customer Reviews on AutoNation Chevrolet North
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: November 11, 1988 Business started: 01/01/1978 Business started locally: 01/01/1978
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Type of Entity

Corporation

Business Management
Mr. Shawn Moling, General Manager Chris Wilson, GM
Contact Information
Principal: Mr. Shawn Moling, General Manager
Customer Contact: Chris Wilson, GM
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Repair & Service

Industry Tips
Automobile Dealers (New & Used Sales) Automobile Service & Repair Car Fraud

Customer Review Rating plus BBB Rating Summary

AutoNation Chevrolet North has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/9/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a car from auto nation, they changed the mileage, just to make it eligible to include a warranty, in the carfax report, it says that auto nation adjust the odometer, meaning they roll it back. When I tested drive the car, the odometer was dark, i could not see anything, when I asked them about it, they said they had to take the car in to fix it, and they brought it back a day later. Not to long ago, i decided to trade the car, and no dealership is willing to take it, because they identify this issue as a red flag, saying that my car worth nothing, when I still owe that much on it, because someone roll back the mileage on the odometer. I tried to contact Autonation, they are not willing to talk to me, they said the managers are always busy, never call me back nor follow up, I would like them to either take the car back or exchange, or reverse that loan

Desired Settlement: I want auto nation to take the car back, in exchange to a different car, or reverse the loan, so i can buy an other car.

Business Response:

In regards to ****** concern, I pulled up all recorded lines and show no inbound calls since January of 2015, she can reach me directly at ************ and leave a message if I do not pick up 24 hours a day. All voicemails are directed to my cell phone and email regardless of where I am at to assist. 2nd, I pulled up the current carfax and there is no "odometer Rollback" there appears to be a data input needed correction. This does happen on occasion and she can contact carfax to dispute where if she needs help with that after she makes an attempt to do so, I would be willing to help. This happens when someone simply puts a 5 in place of a nine etc, just as a spelling error may happen in this response. www.carfaxonline.com After Rose has done that, if she would like to trade in the vehicle I am more than willing to assist, she purchased the vehicle for $4750, I believe she is referencing a total of tax and warranty. If she would like to keep the vehicle and have some service concerns looked at, I would out of good will have our service department look at it and see what we might be able to assist with. Please let me know.

4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a single mom of 2 and I Bought a car May 2015 from this company. Since then I have consistently have taken that car in and they refuse to fix it. I was paying 300 dollars a month for this car that didn't work. Finally all the work I was putting in the car was more expensive then the actual car. I had the extended warrenty on this car and they said that the problems with the car is not covered under this. I got the car appraised at ***** * ****** and they said that the car was no more then 500 dollars. I finally couldn't afford to put all the money in it and pay for the payment. Gave the car back and now they charged my credit 10,000 dollars for the car that is in there possession. I never used the extended warranty. They sold me a lemon car and they know it, as I went in and they told me that with bad credit I deserve a bad car. Please help. thank you

Desired Settlement: I Just want this off my credit since it is a bad car and I didn't even have it for more then a year.

Business Response: This concern of the collection is not between Autonation Chevrolet North and this guest, this concern is between her and the bank that reposed her vehicle. She needs to contact the bank that she was financed through and make any disputes or have a BBB complaint in regards to why the bank took the vehicle back after the guest stopped making payment. Thank you

Business Response: I have talked with her, she is coming in to explore her options in 2 weeks. In regards to service, she has a warranty on the vehicle, we will look at it when she is back in town in 2 weeks.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11295504, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

 

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2008 avalanche they did not disclose the fact the vehicle needed a 1200.00 repair. notice the issue before delivery i was told come back next day My name is ****** ********** i bought a 2008 Chevy Avalanche for 21,900.00 on 11/09/2015, stock# 8g206809, deal#804091, customer #5751530, Sales Rep= **** ******* *** **** *********** ******* **** *********,. while negotiating they did not disclose that the vehicle needed a 1200.00 repair, at the time of delivery we told **** (sales rep) the vehicle have issues with the suspension airbag system, because the compressor kept coming on several times while parked, in order to make us take deliver of the vehicle she told me and to ******** not worry just bring the vehicle tomorrow we will take care of you, we thrust them since this will be out third vehicle thru them, ******** called in on Tuesday 11/10/2015, the day after we took delivery of the vehicle, and was given a appointment for the following Saturday, witch at this point our 3 day money back warranty would have being expired, in my opinion bad business practice, all my right where done at this point and they know it, first of all they where not honest to me on the condition, on 11/11/2015 the service manager called ******** and told him that the vehicle need a 1200.00 dollar repair and it was not covered, intermediately I came in and Talked to Sales Manager ****, and told him the situation, at that time **** came to us and said Hi, I said to her we still have the problem with the Avalanche she said will take care of you again, so we allow **** to come back to us, and said he needed to contact the service manager, so we give hi our contact information even tho is in our contract, he never called me back even after I left him a message with their secretary several times with our contact information, after a coupe of weeks-of being lie to our faces, I came in and I talked to ****** the other Sales Manager, After I repeated again the situation, he whet to talk to the Service Manager, and came back and said that the service manager told him tat we drove the vehicle for a week then we found the issue, which is entirely a lie because we found the problem before taking delivery of the vehicle, tat is why we make the appointment the next day after taking delivery of the vehicle, Then ***** said to me tat he needed to talk to his Manager and ****, he did not call me back, today ******** and my self came in and and after I remind him who we are, he reply (did **** call you back? I told him to call you), I responded no he did not besides I talked to you and you told me you will get back to me, and you did not, that is why we are here, he proceeded to tell me that, he is going to go with what his people are telling, at this point and not make any repairs on my vehicle and I reply i have a witness of this situation, and if you instructed your rank an file personnel to said other wise, they need to tall the truth and under deposition under oath she will have to tell the truth, i said to him a was going to get them to court, and he reply go ahead we are Giant 500 company, an to have your lawyer to talk to my lawyer, It shock me that this is their strategy to intimidate us the (Customers) so I reply I will file a complaint and is not going to look good on their record, he reply again they are a big company, he proceed to tell me since we brought up curt he will not talk to me anymore, so I Thank him and walked out

Desired Settlement: I Want the vehicle repair, and since we don't know what also they did not disclose, I what the extended warranty bumper to bumper they try to sell me for 2,000.00

Business Response: I have attached all documentation informing Mr. ********** of his car buying purchase. You can review, he declined the warranty offered to him at time of purchase. He was given the right to bring the vehicle to a mechanic and prior to purchase, he has that signed and a copy attached. He also signed a Used Vehicle Acknowledgement form, where he signed that he had received the carfax, the Used Vehicle Buyers Guide and given the inspection report. The Carfax is signed attached. "We Owe" signed and attached. Buyers Guide, front and back signed and attached. I will out of good will, if not already done, discount the work to a lower labor rate, and cost on parts. If he would like to purchase the warranty, which was declined when offered at time of sale, I will sell him the warranty at a discounted rate. Please let me know if I may assist further.

Complaint Response Date bumped because: Data Base Migration

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased my vehicle back in november of 2015 from this company since november i have been contacted by phone and email stating they need a more money or a cosinger i presented them with a cosinger so i had to redo my vehicle contract. they also needed new proof of residence i did that as well and proof of income i submitted all the necessary documents to the finance manger by email every day or every other day they need something new if its more documents or there sending out different contracts for me and my cosinger to sign and return which we do, we have signed 3 contracts over the course of 3 months and have sent in all our documents still no tag still getting harressing emails and phone calls i recieved a phone call today and email stating they no longer wanted to do business with me or honor my deal and i needed to return my vehicle due to a error on there behalf they lost a part of the contract that we mailed back for the 3rd time im beyond pissed i have put money into my car did everything and honored everything that this dealship has asked me for just to be threatened for the 2nd time about giving my car back by ******* ***** and ******** **** the finance director whom is very rude for no reason.im contacting your company because this company has done bad business ever since i purchased from them in November my tag is expired they have all the documents its not my fault they cant do the deal right. idk what else to do i have contacted the Attorney General as well to look into this matter i live in Ga now and not about to return a vehicle i was approved and financed for for an error in all these contracts.

Desired Settlement: i want an apology for the rudeness and i want to keep the car i was approved and financed for. but if i have to give my car back i want all the money i put into it returned new tires, my windows are tinted and i have gotton an oil change i have only had this car for 3 months and my deal is not finalized yet when they have all the proper documents.

Business Response:

 

AUTONATION CHEVROLET NORTH

DEALERSHIP RESPONSE TO ****** ******** COMPLAINT

  

On November 3rd 2015, Ms. ****** ****** visited AutoNation Chevrolet North and purchased a 2010 Toyota Camry with VIN# *****************. During the floor interview, my Finance manager who contracted the loan, Mr. ******* ******, discovered that Ms. ****** had put on the credit application her present physical address as **** ****** *** ****** ** ***** and a work address of **** ******* ***** *** in Georgia. When questioned, Ms. ****** stated that she was thinking of staying in Colorado or moving back to Georgia. Mr. ****** stressed to Ms. ****** the importance of keeping her job or being employed in order to arrange the financing on the loan. Ms. ****** at this point decided to change her present address to **** ********* *** ************ ** *****, which was corrected on the credit application and also on the rest of the loan documents which Ms. ****** signed.

The loan was contracted with a down payment of $2250 however Ms. ****** could only come up with only $100 on the day of the contract as a deposit. We decided to deliver the vehicle to Ms. ****** on a dealer demo plate and gave her 24hrs to bring the balance of $2150, current proof of residence and proof of income dated within 30 days. On November 6th 2015, Ms. ****** came with the mother ***** ****** to write two checks of $1400 and $750 on her behalf to cover the rest of the payment, which they requested the dealership to hold both checks till 11/20/2015 and 12/7/2015 respectively. The dealership has an agreement with United Transactions (a check Authorization Company) where they will hold a check up to 29 days, so we were able to hold those checks.

Upon payment of the money and delivery of the vehicle, we started working with lenders to secure approval. However, due to the challenge nature of Ms. ******** credit score, which was in the 300’s and 400’s, we were limited to couple lenders we could seek financing with. We received a Conditional Approval from American Credit Acceptance, however, they were asking for a total of $6700 down payment. We called the lender to see if we could negotiate on the down payment, which they explained that the customer does not score well in their system and as such could not drop it. We contacted Ms. ****** of the situation and suggested that the only way we could put the deal together was either with more money down or a qualified co-signer or both. At this point Ms. ****** had already moved back to GA with the vehicle. She told us she will ask around and let us know who can co-sign for her. Since Ms. ****** was with the vehicle out of state, we did our best to work with this long distance deal and the relationship we just found ourselves.

Ms. ****** informed us that her sister was willing to co-sign with her. On November 17th 2016, we emailed her the information needed from her sister. Ms. ****** replied via email her sister’s (******** Henry) information and we submitted to the lender with both of them on the same day. We received a conditional Approval again, requiring $5100 down from the customer. We however got a second call, this time the lender was requiring $3400 down from the customer and the dealership had to pay lender fee of $840.70. The 2nd option was $2550 down payment from the customer and the dealership pays $2163.25 in lender fees. Since Ms. ****** could not come up with the $3400 down, the dealership decided to go with the 2nd option to pay the higher fee while Ms. ****** only came up with additional $300 to make up the $2550 required to do the deal, which Ms. ****** agreed to do. We told her that we will reprint new documents and fedEx them out for both to sign. We informed her again that we will need their most current paystubs, proof of address and the additional $300 when sending the contract back.

Ms. ******** claim that she received a call from the dealership 3 weeks after moving back to Georgia is false. Though we don’t know when she moved back to GA, our records indicates that Ms. ****** took delivery of the vehicle on 11/3/2015 and was back at the dealership on 11/4/2015 and 11/6/2015 trying to make up her down payment. We contacted her within 10 business days that we needed more money down and or a co-signer to make the deal work. We kept waiting for Ms. ****** and Ms. ***** to provide us the required paystubs, proof of residence and Driver’s License for Ms. ***** but nothing was coming. On November 27th 2015, Ms. ****** emailed us saying she was still waiting for her sister’s paystubs, Driver’s License and also trying to get the $300. We told her we were going to send the contract out to them and have them send back with the required stipulation.

As promised, new documents were printed and dated 11/28/2015 and sent out for signatures. However the contract came back signed but did not include the currents paystubs, proof of residence and the $300. Ms. ******** old paystub we had was over 30 days old and we could not use, and also her YTD income total of $4664.96 did not match the period worked which she indicated on the credit application. When contacted, Ms. ****** informed us that she was on sick leave and her sister ******** was also on maternity leave and didn’t know when they were going back to work. We asked if they could get letters from their employers to indicate they were still employed and when they were going back to work to bridge the gap, but the job letters never came. At this point it looked like we had no jobs to proof to the lender. We also did ask for the $300 more down payment as discussed and as indicated and signed on the new contract.

We received the contract back on or around December 4th 2015. We sent the contract in to the lender, for the lender to start their verifications to avoid further more delays. On December 12th 2015 we contacted Ms. ****** that we were still waiting for the lender stipulation in order to get this deal Finalized. She did reply that day that she had her paystub but her sister was not working anymore. We told her to send us her paystub to send to the lender to see if that will work. However, on December 17th the lender sent an email requesting that we reprint the Purchase Agreement and the Retail Installment Contract to reflect a selling price to $9491 to meet their guidelines and also suggested that we not change the contract date. The lender also requested that since the proof of income and proof of residence they have on file was more than 30 days old, they needed current paystubs and proof of residence dated within 30 days. We communicated this to Ms. ****** and sent out again the contract with the changes the lender required. Upon receiving the newly signed contract back, on January 7th 2015, we sent it overnight to the lender. Once again Ms. ****** did not send the required current proof of income and proof of residence with the contract. At this point time was running out with the lender.

On January 14th 2016, the lender informed us by email that if we do not provide the required documents to fund the deal, they were going to reject the contract. On January 15th 2016, we received another email from the lender that we had up to 5pm to submit the required documents else the contract will be rejected. All efforts to get the required documents to meet the deadline had failed and the contract was rejected.

The lender informed us that since the contract had gone past the first payment date, we now have to resubmit for a new approval, re-contract and required new current proof of income and proof of residence. We contacted Ms. ****** about the latest development and informed her that in order for us to move forward again with the deal, we will need the required current proof of income and proof of residence for both of them dated within 30 days upfront for review before we resubmit a new application to the lender.

Following various communications between Mr. ****** and Ms. ******, she finally emailed the paystubs and proof of residence to Mr. ****** on January 21st 2016. Though Ms. ****** had earlier told us that her sister ******** was no longer working, however she was able to provide new paystubs for her. Mr. ****** later brought me the paystubs to review. After careful review it was very obvious that the paystubs for both Ms. ****** and Ms. ******** ***** had been altered. The fonts did not match. The digit (4 and 0) did not match the same fonts on the same page. The YTD income for ******** for the period ending 1/12/2016 showed $44500.04 The figures were not lined up and the check period dates had been erased, compared to a previous paystub for Ms. ***** from the same company. We considered this as an attempt to defraud the dealership. At this point, we had gone over and above very consideration to help Ms. ****** to be put in this situation, and as the Finance Director of the dealership, I did not want to put the dealership and our lenders in this fraudulent situation. We also found out that the checks that Ms. ******** Mom wrote, the one for $1400 returned as NFS and she did put a stop payment on the one for $750. We therefore decided to undo the deal without any legal charges against Ms. ****** and Ms. ***** and just move on.

We informed Ms. ****** via email on January 21st 2016, that we were no longer interested in moving forward with the deal since the documents she provided us had been altered and asked her to drop off the vehicle at AutoNation Honda Thornton Road, at **** ******** **** ****** ******* ** ***** by the end of the day. This was the closest location to her house. Ms. ****** refused to drop off the vehicle as directed and at this point she stopped answering our calls.

On January 26th 2016 we sent Ms. ****** a text message that if we do not hear from her immediately, we were going to report the vehicle as stolen to the State of Georgia Police. She called back immediately to Mr. ****** and said she was out of state and will drop off the vehicle when she gets back. At this point we just wanted to get our vehicle and move on. We contracted the service of a Repo recovery company to recover the vehicle since she had refused previous directives to drop off the vehicle. The vehicle was recovered on January 29th and we later directed Ms. ****** to the location of the vehicle to go get her personal belongings out and turn in the key, which she did on February 2nd.

We can also provide all the documents necessary to further solidify our position on this matter.

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: High Mileage Extended Service Contract-work on vehicle denied by protection company. Dealer refuses to return my calls and emails. Purchased a vehicle from Auto Nation North 8/29/15. Purchased a high mileage warranty on the vehicle. Having issues with black smoke coming from the exhaust and oil burning smell. Called protection company @ 800-594-8424 was told to bring vehicle into authorized shop for repairs. Brought vehicle to ****** *********** on 10/22/15. Vehicle needs over 10k work. Warranty company turned down claim and said Auto Nation North is responsible for the first 60 days. I've been in contact with *** @ Autonation and he told me this was not true. Come to find out my vehicle never went through inspection before I purchased it as advertised. I've been trying to get into contact both via phone and email with **** ***** ****** ****** *** ******** and no one will return my calls and I even tried to chat with customer service today. If the dealer cannot honor repairs to my vehicle-I would like to return vehicle or get a replacement. Pretty dishonest of AutoNation North to sell me a vehicle before it was through inspection and for them to just throw a warranty at me that they don't honor isn't right. Next steps will be to hire an attorney.

Desired Settlement: I would like AutoNation North to honor fixing my vehicle and would like a valid warranty contract. If this cannot be done-I would like a replacement vehicle or full refund.

Business Response: My managers have reached out to this guest, the guest has responded back if we attempt to contact them they will contact law enforcement. I still would like to have an opportunity to sit down with *** *** **** *********. If you could reach out to them and have them contact me via email or call, ************************* or my direct ************ for assistance to see what repairs I could look into, a different vehicle option, or what kind of refund on they are seeking. I am open to options and offering assistance. Please let me know when or what day we could set an appointment. thank you, ******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Attn: Auto Nation North/Nathan,
Cc: BBB Case # 75269624

Hello,
In response to the email I received back from the BBB dated 12/22/15.

****** we purchased a high mileage extended warranty on the vehicle and would like to use this warranty to get our 2005 BMW X5 repaired. We are NOT interested in trading in the vehicle; as we had just purchased the vehicle from you 8/29/15 and have been trying to get this resolved for several months. We searched for over a year to find the BMW X5 we purchased from Auto Nation North with the 4.8is. They are a rare find as it took us many years to locate our other X5 that we've owned for close to 4 years.

Please see the attached letter from the warranty company. This letter states Auto Nation North would like to take care of repairs to our vehicle. This is what we would like to happen. We would like the vehicle warranty honored and repaired.
I know you are aware that I've tried for many months to get into contact with YOU, *** ******** ****** who is the service manager and Auto Nation North manager ****** Instead of you calling me back to solve this, you have two salesman call me to try and get me to trade in the vehicle and refund me the warranty money. Trading in the vehicle does not solve the problems wrong with the BMW X5 that Auto Nation North sold us. This would only push the problems on to the next owner and put us in a vehicle that we don't even like costing ***** and I additional unwanted money. Why should we be out-because Auto Nation North doesn't want to repair our vehicle? After repeat calls and text messages that I have saved from your salesman-I did in fact tell ***** via text: ************ that I was not interested in trading in the vehicle and if he contacted me again asking to trade in the vehicle, I would call the police. After telling your salesman several times that I wasn't interested in trading in the vehicle and they flat out told me no that Auto Nation would not fix my vehicle-yes you better bet I told him I would contact the police. I was being harassed to trade in a vehicle I purchased from you less than 4 months ago. Trading in the vehicle is not solving the issue.

Our request:
#1-Auto Nation North-honor the warranty and repair our vehicle. (You haven't even offered to do a diagnostics on the vehicle to see what's even wrong with the vehicle yourself. You're taking the word from a third party auto repair shop.)
Or
#2-Give us back our Chevy Tahoe we traded in and any money back that we invested into the BMW X5 that we purchased from you.
We've put new wheels and tires on the vehicle (because they needed replaced/repaired)
New rotors and brakes (all four) (because they needed replaced)
Cost to repair of two front boots (because they needed repaired)
All money returned for warranties purchased-to include high mileage, oil changes, windshields ECT.
Return of our down payment
Auto Nation North-pay off any money owed to Bellco CU for the loan to pay it off and we will return the vehicle back to Auto Nation North
Cost for replacing all decals
Cost for replacing the two front air shocks
Cost for a four wheel alignment

Please let us know how you/Auto Nation North would like to solve this issue.

Thank you,
***** *********
(Extended Warranty)

Business Response: Tell us why here...Mr. *********, you mentioned a 2nd opinion with your vehicle has not taken place. I will out of a courtesy good will jesture have our service department contact you and take care of a tow if needed and diagnostics for you to have.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11031241, and find that this resolution is satisfactory to me.

Sincerely,

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

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This dealer knowingly sold me a vehicle that needed a new transmission, and other mechanical issues. On Friday 8/21/15, I purchased a used 2001 Isuzu Trooper from Auto Nation Chevrolet from salesman **** ******** While I was looking at the vehicle and test driving it, I asked multiple times if it was all good, and cleared by a mechanic, and I was told multiple times yes, it was just waiting to be detailed and sold. After the 2nd time taking my car into the shop in less than 3 weeks after purchase, the mechanic ******** ******* told me that it needs a new transmission, and that they had told me that when I purchased the car, which is not true. The manager, **** ******* then proceeds to tell me that they had no idea about any problems with the car, even though his mechanic gave me a print off showing what they knew was wrong before I purchased the vehicle. They are quoting me $5,835 to fix it there, or send me out to another shop to have it repaired for $2,250. I paid $5,000 for the vehicle with my debit card. My vehicle is now at their location, because I had to have it towed there on 9/10/15 because it would not start. The only thing they are offering me is a $1000 car or $1000 towards the repair. After becoming visibly upset while talking to *** ******** I had a lady approach me to see if I was ok, and ask what was wrong, after explaining what happened, she was also upset over the ordeal and said so to the sales person she was working with. After the conversation, *** ******* asked me to follow him outside, where he proceeded to try and scold me for talking to one of his customers. After trying multiple times to ask the dealership to work with me, they still refuse. I am astounded at the lack of professionalism and customer service. Had I known that merely 3 weeks after the purchase of this used vehicle that it would break down and the dealership not show an ounce of care or remorse, I obviously would have shopped elsewhere

Desired Settlement: I want them to repair my vehicle to a safe and working condition for free.

Business Response: Initial Business Response /* (1000, 6, 2015/09/15) */ this vehicle was disclosed as as-is at time of purchase with no 60 day warranty or verbal warranty, Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle was disclosed as is, because they said that was Colorado law when selling a used vehicle. They lied to me about the condition of the vehicle when I purchased it. I have the mechanics notes stating that it needed both front half shafts on 8/11/2015, which seems like something that you should disclose before selling a vehicle on 8/21/2015. I purchased the vehicle in good faith with this company because they assured me not once, not twice, but multiple times that it had been checked out by their mechanic and it was a good, decent running vehicle. They assured me it had been well maintained and that the only reason it was not out on their lot was because they had just completed the mechanic diagnostics check. Which was not the truth either, because the manager stated that it was supposed to be sold to auction because it was not in a condition that they would normally sell. So why did they sell it to me? This is all around bad business. All that I ask is that they repair the vehicle to proper working condition and replace the transmission. Final Business Response /* (4000, 13, 2015/10/14) */ split the cost of the repair with the customer as good will

10/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We have had nothing but problems from day one with Auto Nation. They are unprofessional and sell defective cars. On July 18, 2015 I had gone into Auto Nation North to purchase a car. I had found a Lexus RX 330 that matched exactly what I needed in a car. While inspecting the car, I had been told repeatedly that they had a 120 point inspection that they perform on all of their cars before putting them out on the lot for sale. After I signed my half of the paper work I drove the car home for my fiancé ***** to look over that evening. The first thing that he had notice was a headlight was out... This was very unsettling, not because of the headlight (since that is an easy fix) but the first thing we started thinking was, "If they couldn't even notice a headlight out on their 120 point inspection, what else did they miss"? We immediately took the car back to the dealership on X-XX-XX to notify the service department that the headlight was out. We were then told that they had to order brand new headlights from the dealership to fix the problem. We were notified that the headlights may take 3-4 days to get to the dealerships service shop, but that they would call us when they were in. Well, we still hadn't heard anything from the dealership come Monday July 27 so ***** decided to call *** (the service department's manager) to see what was going on. ***** was notified then that the headlights had not even been order yet. Once ***** had told me this I had called and was directed to the general manager's voice mail to leave a message. I clearly stated why I was calling and how to contact me back in this message and yet no one had ever called me back. So that Wednesday ***** decided to try and call again, and then after leaving three messages with *** in the service department he was finally told that they had one headlight and that we needed to bring it in on Saturday to have it replaced. We did as they asked and we brought the Lexus to the dealerships shop around 1:30 Saturday afternoon and after 40 minutes of them trying to replace the headlight we had noticed that the high beams on the right headlight that they had replaced where still not fully functional and there was only one screw connecting the headlight to the car and two screws holding the bummer on the car. After bring it to the attention of *** he then told us, "there is nothing that we are able to do, you need to take it to Lexus for this issues to be resolved." About an hour later we were able to make it to the Lexus dealership to be told that AutoNation was the one that is supposed to drop the car off to them so they could sign the ticket. So again, we were not able to get anything done. That night ***** and he's dad looked at the headlight to see if they could see anything physically wrong with the cables connecting to the headlight, and come to find out the headlight was not even connected... that's why is was not working and the cables had melted tap and shorts in them causing them to not be reliant. So the mechanics took 40 minutes to replace the headlight and not connect anything properly. Also while I was reviewing the inspection that AutoNation did, it addresses that there is a knocking noise in the engine, but yet no diagnostic test was preformed to conclude what the noise was from. After all of this they proceed to tell us that instead of taking our car to Lexus like *** said we needed to do, they took the car to Auto Nation Toyota North for the repairs and at this time they replaced the timing belt, water pump, alternator belt and the power steering belt. We have had the car now for just a little over two months and now we are getting a knocking noise again We took the car to Kuni Lexus off of Belleview and I25 for them to inspect everything and today we found out that while inspecting the car they found a major leak in the front differential, power steering fluid leak and they found cabin/Hepra micro filter that is dirty... You would think while they were replacing the belts they would have seen these issues and fixed them while we had our warranty or even being able to fin

Desired Settlement: We would like either for them to pay for ALL of the expenses for Kuni Lexus to do ALL of the repairs or they need to take the car back along with giving us the car we traded in back to us in the same exact condition it was given them in and eliminating all of the expense of the loan that we created for the car purchase.

Business Response: Initial Business Response /* (1000, 6, 2015/10/12) */ Mrs. ******* at time of purchase of this used vehicle was offered and given the following. 60 limited warranty to cover misc. repairs that our company offers. She was given a written 3 day money back guarantee to make sure this was the correct vehicle for her. She was given a vehicle disclosure telling her, she has 3 days to bring the vehicle to her mechanic to make sure this is the correct vehicle for her prior to finalizing her purchase. She was given a state "As Is" buyers guide from the state of Colorado telling her the vehicle is sold as is. She was offered and declined all extended warranties at time of purchase. All of these documents have her legal signature on them, and disclosures to protect her at the time of purchase. She is now bringing this to our attention almost 90 post purchase. I will assist her in trading in for maximum trade in value to get her in a different vehicle here at our store. I have discussed this with her and she has schedule an appointment with us at 10:15 on October 17th.

8/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Very untruthful Sales & Finance Team On August 18,2014 I went into this location on North Broadway to look for a new car.I had already been in contact with my Credit union ********* ******* **** and received a pre approval authorization code and all necessary instructions to complete the process.I found the car I liked and proceeded to talk about payments etc.I told the salesman **** right away I had been pre approved with ******** ******* and wanted to go through them and gave him the code.He assured me this would be possible as AutoNation DOES work with that creditor.**** left me sitting at a table in the lobby not knowing what was going on as I was waiting for finance.A co worker informed me he was "off" and needed to go so he could no longer help me.I waited over two hours for finance,being told i'm waiting for one person then having it switched over and over.After finally getting into finance( after stating that I was leaving ) I dealt with a finance mgr by the name of **** I believe.He was incredibly rude and throughout the whole process tried to tell me "you don't need to read that just sign" As he was in a rush to go home.I always read what I sign.He attempted to force me to purchase further products that were not necessary. I was forced to purchase The theft protection because I was told I had to.I want to know If I really had to.After literally flying through paperwork I signed a finance form that did not list a creditor but rather listed the finance rate and payment I told them ******** service had approved me for.The finance mgr assured me it was late and they would complete the process tomorrow.So silly me,I agreed having no other choice because I was literally being forced out of the car.I drove home with my newly financed car.I was so upset that all the stickers plastic etc had still been stuck on the car.It wasn't cleaned or anything.So why did I pay for delivery!?I attempted to contact Autonation after asking if they had completed the process with ******** ******* only to be told that they were "trying to." I waited patiently for a week until I spoke with ******** ******* who told me I could simply get the paperwork and take it to them.I went to Autonation to do so and was told by yet another Finance mgr that "No,we put you through ****** credit union,it's a better rate we're doing it that way instead." I now have 6 hard inquiries on two credit reports as a result of this companies ignorance and refusal to listen.I want a letter stating these inquiries were unjust to allow for the removal of these inquiries.I walked in attempting to complete something simple and left with a damaged credit report.There is no reason for the inquiries.On top of all that after taking my car in to get an oil change in November/December I was told I need new tires veryyyy soon.I just bought this car really?Now the car shifts super hard and I fear has numerous problems,I cannot believe the horrible experience I have had with company.

Desired Settlement: 1) Removal of inquiries 2)Refund for delivery charge 3)Refund for Theft Protection charge if it is not 100% required at purchase. 4)Help with cost of accumulating repairs needed.

Business Response: Initial Business Response /* (1000, 11, 2015/04/17) */ The inquires as per the credit bureau system for buying a car or other major purchases will effect your score with very minor change if any, the effect usually comes from the purchase as a change in debt to income. Second, we have signed authorization to have credit pulled and the banks. We kept it with in professional standards when it came to the purchase of the vehicle and banks. In regards to the d/h and products. Those are not only noted on the pricing stickers on all of our cars out on the lot, it is also there and clearly states according to state law. I reviewed the paperwork and all of this was done and signed off on multiple pages from the guest fully disclosed with nothing hidden. Addressing the concern of tires, if the guest would like a discount in good will as all of our vehicles have the ability for anyone legally to take a vehicle prior to purchase to their own choice for an independent inspection. As all cars are sold in the state of Colorado As-Is we would never not let anyone take this opportunity prior to a purchase. Initial Consumer Rebuttal /* (3000, 14, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1.There is not,in any part of the reply,anything indicating whom is responding.I would like to know who is responding to this complaint.I filed this initial complaint in early March '15 and have now,almost 2 months later received a response.I am amazed that even after making me wait so long for a response not even a sincere apology was offered.My main concern IS the inquiries.As you may THINK that it has no affect on my credit score I can assure you that you are VERY wrong.As stated,I did sign whatever paperwork was given to me Yes, As I acknowledged that previously, but I also explained the situation and was hoping that AutoNation would realize how manipulative the salesman that "helped" me was.I believe the business' response was simply thrown together and my complaint wasn't truly taken into consideration.I am STILL requesting a better resolution. Final Business Response /* (1000, 24, 2015/08/10) */

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Vehicle will not pass ********* has check engine light on and company will bot fix it or refund our down payment. On 5/26/15 me and my boyfriend drove our 2005 jeep cherokee laredo off the lot of autonation Chevrolet. NO check engine light was on at the time. We had delt with ****- who was very nice and helpful. The next day 5/27/15 I drove to my work in the vehicle, I get off work usually around 5 and was driving the vehicle home when the check engine light came on. I did not get home until around 6-630, my boyfriend- ****** (who co-signed) went with me to take the cherokee to autonation to advise them and have it looked at...they told us the service center was closed to go back the next day. On 5/28/15 ****** took the vehicle to the service center where they changed the 02 sensor and the check engine light had turned off, so ****** picked me up from work at around 540 pm and again the check engine light came on. (We still had not taken vehicle to emissions provided they will not check a vehicle with the check engine light on, and that we had just purchased the vehicle and we needed the light off to check emissions). On 5/28/15 we went to ****** auto parts to have the check engine light read and they provided us with a list of codes this time however was the catalystic converter bank 1 and 2, and the o2 sensor again! On 5/29/15 I was not able to take the vehicle in because my mother was in surgery all day, So I took the vehicle in to service on 5/30/15 where they also pulled the codes and told me it was the catalystic converter that I would have to bring it in on Monday when service manager *********** was in. On Monday June 1st I took it in, I was told by **** (one of the managers) for them to fix it I needed either the failed emission certificate or the codes from oreily printed out with dates showing i had them pulled on the 28th..to prove that the check engine light was on within the 3 days of buying the vehicle. I to ****** and the manager signed off on his business card that the codes were indeed pulled on the 28th, also **** who had pulled the codes not only called and verified, but also signed off on the code list that she pulled them on the 28th...this still was insufficient evidence. **** told ****** and I he could put us into another vehicle and let us test drive a dodge nitro...nothing we wanted we just want our jeep fixed.

Desired Settlement: ****** and I would like our vehicle fixed so it can pass emissions, or we would like our 1000.00 dollar down payment refunded so we can purchase a vehicle that will pass emissions

Business Response: Initial Business Response /* (1000, 6, 2015/06/09) */ already repaired Initial Consumer Rebuttal /* (3000, 9, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Thursday the 11th the vehicle was sent to Exhaust Pros, when we got the vehicle back the check engine light was still on and the gentleman who helped us told us he was only told to change the catalystic converter nothing else. This is an inconvenience and unacceptable. Final Consumer Response /* (2000, 13, 2015/08/10) */

4/6/2015 Problems with Product/Service
1/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was given a false inspection stating that my vehicle had 5 quarts of oil when in did not, which caused my engine to seize.5 days after inspection I have a 2005 Subaru Outback that i took in to get a tire change and an inspection June 26th 2014. The inspection stated that i had full oil levels in the vehicle. On Tuesday July 2nd my engine seized due to no oil in the vehicle. I took the vehicle to a third party auto repair shop where they found that several of the points in the inspection were falsified. There was no large oil leak or any oil that was visible on the undercarriage of the car. Proving that there was no way that i lost 5 quarts of oil in 5 days. I have pictures of several visible discrepancies as well as a recorded conversation between my self and the service manage at autonation. The conversation was very demeaning and my opinions and concerns were refuted. He refused to help in any way other than simply inspecting the car again and refused to accept that the document that i was handed was falsified. I am seeking a full repair of my vehicle.

Desired Settlement: I would like Autonation to make the full repair on my vehicle. If the inspection was accurate i could have spent $20 on oil for my car opposed to $5400 to get a new engine.

Business Response: Initial Business Response /* (1000, 6, 2014/07/29) */ At the time of the initial service visit on 6/26/14 the customer was told that the vehicle was overdue for an oil change and a maintenance meneu with pricing was presented to the customer. The customer declined to have the recommended service performed. Proper maintenace is the owners responsibility and the lack of this maintenance contributed to the engine failure. When the customer came in to speak to me, i explained that checking the engine oil is also the customer's responsibility. The customer drove the vehicle to the point of failure without ever checking the engine oil and subsequently ran it dry. We have offered to inspect the engine and determine what possible assistance we may be able to offer. The vehicle has not been brought to us so we can have an opportunity to respond further on this matter. Initial Consumer Rebuttal /* (3000, 8, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing in the information that i was given stated that i needed my oil changed that day, As a matter of fact, the information stated that i had full oil levels in my car 5 days before it ran out of oil. The sticker on my window said recommended date not mandatory date. I would have been more than happy to be late to work to get my oil changed if i was informed that my car had no oil in it, but i was not. I agree that it is my responsibility to have proper maintenance done on my vehicle, that is why i pay them for things like muti point inspections to let me know what the oil level is in my car. The bottom line is that i was given a fraudulent document that caused my engine to seize. Final Consumer Response /* (4200, 17, 2014/09/24) */ We are willing to bring the vehicle into the dealership to be inspected. But this is not a resolution to the case. Upon inspection I would like to be present, to ensure the well being of my vehicle. I will also be adding the inspection report that was given to me and the documentation from the third party inspection to my complaint to provide all necessary proof of my discrepancy. Final Business Response /* (4000, 22, 2014/12/12) */ The customer's vehicle is here and has been inspected. We are currently looking for a good used engine at a wrecking yard, so we can accurately price the repair and determine if we will participate and at what level. I will follow up by Tuesday 12/16/2014

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I went in to purchase a 4 wheel drive Chevy Tahoe and was sold a 2 wheel drive Chevy Tahoe alomst $2,000 over Kelly Blue Book. I went into AutoNation Chevrolet to purchase a Tahoe. I told the salesman what I wanted-leather, 4 wheel drive, and lower mileage. The dealer ending up selling me a 2012 Chevrolet Tahoe. I was also sold a theft protection plan & appearance & or windshield protection product guarantee for an additional $794 which I was unaware of. The salesman just kept handing me papers to sign without explaining. I realized this 2 weeks after I purchased the vehicle when I was coming down the snowy mountain and almost lost control. I called the dealer right away to see what they would do and the sales man said "I don't know how that got missed, but there's nothing I can do at this point." He said he would speak to his manager to see what price they could offer me for it. I asked if I needed to get an attorney involved at this point and he got very defensive saying he wasn't sure what I was insinuating. I said I found it hard to believe that a 2 wheel drive vs a 4 wheel drive Tahoe in Colorado is a hard component to be missed during the sales transaction especially when I specifically said I need and want a 4 wheel drive Tahoe. Kelly Blue book has a "Fair purchase price range" from $27,679-$32,832. I told the salesman, there was nothing on the paperwork that stated it was 2 wheel drive nor was I told this once. I feel completely taken advantage of as a single mom who was trying to find a safe reliable vehicle for me and my son and thankfully was not injured after learning of the extreme oversight. When I spoke with the GM *****, he said he could offer me $23,500. My entire transaction cost $36,774.34 and I have a loan for $24,774.34. This seems extremely unreasonable and I feel very violated.

Desired Settlement: I would like my money back from the transaction and for the dealership to take their 2 wheel drive vehicle back.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ she is more than welcome to cancel any fi products she purchased, when the customer called me i offered her exactly what she said she wanted for the vehicle.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It's been 4 months since I cancelled my gap insurance and have not received my refund. Autonation has not returned my calls. On Feb 19, 2014 I was in a car accident in my 2012 Camaro. My insurance totaled the car. I called Autonation and they told me that I'd have to go down there to sign some paperwork in person. On May 1,2014 I met with **** **** in the finance department. Signed the paperwork to get my GAP money back. I cancelled it because my insurance company valued the car over $30,000 which was more than I owed. **** said it would take about 10-12 weeks for the refund. I've been calling him all I get is voice mail. I continue to leave messages with no response. I finally spoke with him 2 weeks ago and he told me that he needed a Letter of Payoff. Which he did not state to me originally. He said once he got that letter they could expedite my check. I emailed him the Letter of Payoff on Aug 18, 2014. I've been calling him to find out when I'm getting my money. I've had no response.

Desired Settlement: I'm seeking my $600.00 GAP refund.

Business Response: Initial Business Response /* (1000, 5, 2014/08/30) */ If you can send me a copy of your cancellation I will handle and give you a time for your refund. My email is **********@autonation.com or call XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided all the information to Autonation. **** **** has the copies of the paperwork for the cancellation of the GAP. Not to mention I emailed him the payoff letter on August 18, 2014. There has been no response and I have not received my money. Final Business Response /* (4000, 9, 2014/09/17) */ Mr. ****** emailed me today after our email communications that he has received his money due. Please close case. Final Consumer Response /* (2000, 11, 2014/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my check. This case is settled.

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased an extended warranty with my car May X XXXX. Car needs service and I cannot service it because ***************** has not paid for warranty I purchased an extended warranty with my car May X XXXX. My car needs service and I cannot service it because ***************** has not registered and or paid for the warranty. We have been calling and asking continually since May 7. I needed roadside assistance yesterday and was told that *********** had not paid for the service so it was not available. This is very annoying and wrong, ************ the Sales manager will not even return telephone calls.

Desired Settlement: I want *********** to honor its contract and pay the extended warranty and reimburse us for other related costs for servicing the car. $200.00 for the deductible as agreed to fix sun roof as it was to be fixed after we purchased, $69.95 for roadside assistance and an apology to my wife for the terrible customer service we have been provided.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ I have already been in contact with the guest. We have taken care of and currently have his vehicle being covered under his warranty.

8/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The dealership told me that is was the "law" that I had to buy in addition service products or they couldn't sell me the car. Just moved to the US. I am from Chile. I just moved to Colorado to give my handicapped son some treatment only available in Colorado. I went to this dealership to purchase a car we could all fit in. I'm not fluent in English or do I know the laws here. The dealership told me it was the "law" that I had to buy these optional services for the car or they couldn sell it. I did not realize they misrepresented the laws to force in to buying these product until I spoke with friends of mine that live in New Mexico. They took advantage of me being a woman, not speaking the language, and being unfamiliar with the laws of car purchasing.

Desired Settlement: I would like my $1052 refunded that I spent for these products I do not need or want.

Business Response: Initial Business Response /* (1000, 8, 2014/08/06) */ I will refund any cancellable products she purchased that is allowed by the contract. I have offered to sit down and meet with ****** ***********, she has not set a follow up date since she has cancelled. She is still welcome to come in where I will cancel any product she chose to purchase at time of sale that is allowed by contract. Initial Consumer Rebuttal /* (2000, 10, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I went to the office and they agreed to cancel most of the warranties, except theft protection. I agreed and now I am expecting the payment (taxes included). They said the payment should be done within two weeks since August 6th (the date i visited the office)

7/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Multiple issues with financing department and pricing agreement for Honda Civic. This all started with my first(3/18/14) experience purchasing a car from a dealership. I was in a pinch and needed a car quickly, I have bad credit and was put into a 21% APR financing agreement for a car that was priced at 7995 on the website, and in the condition that it was in, blue booked at $5995 tops. The quality of the car was a bit of a question but I needed a car and they were willing to finance me, so I hurriedly signed the financing agreement with little to no explanation of what it was I was putting my signature all over. They went through and had me sign and initial the highlighted areas "to speed along the process" since I was due to pick up my son from school. Even though I had agreed to come back and finish the paperwork later that evening (which I ended up doing anyway). That being said the paperwork was eventually signed and I walked away paying 11,000 dollars over 56 months for a car that was worth no more than half of that. I paid 500 dollars then and had agreed for them to then draw another 500 from my checking account at a later date to make up a $1000 down payment. A couple days (3/22/14)later after realizing how much was cosmetically wrong with the car and doing research about how much it was actually worth, I contacted the dealership in effort to negotiate something a bit more fair in my opinion. I offered that they fix the drivers side lock( that barely works), the cosmetic issues (big dents in the front passenger side quarter panel) and the lining that was peeling off of the door panels after their "detailing service". I offered that if they fix these things and make the car "worth" what I was paying for then I would not pursue further action. They declined. Instead the "sales manager" who did not give me his name, offered that they cut me a 500 dollar check, to ease the financial burden of the vehicle. I tried to renegotiate with other fixes (even just fixing the lock in the door) they would not budge, the 500 dollars was all they could offer me. The sales manager said they would write me a check and send it off in the mail. I said instead that they apply that to my prorated down payment that was due to be drafted. He agreed. I left the dealership. Three weeks later I receive a letter in the mail from my financing company stating that they would not be able to finance me, and that I needed to contact the dealership to find out why. I immediately called the dealership and left a message with the financing department to return my call with. (4/14/14) No call back from the dealership, but I did receive a non-suffcient funds fee of $35 as a result of them attempting to draft $500 dollars from the wrong checking account. This $500 was supposed to be covered by the "appeasement" I was offered by the sales manager. I have not received a check in the mail either at this point so I was completely under the impression that the sales manager had been good on his word. I still 4/15/14 have not heard from anyone at the dealership, and am no longer interested in doing business with Autonation Chevrolet North. Their practices every step of the way have been nothing but unprofessional, misleading and confusing. I assumed that a first time buyer should be treated with the opposite qualities of service. I have worked in the customer service industry for over 10 years and have always held myself and my employees to very high standards of customer service. Not even a fraction of which was seen being upheld by anyone except for my original salesman *** *****, who was only with me for about 30 mins before handing me over to the financing department.

Desired Settlement: I would like my $1000 (the $500 I already put down, and the $500 I was promised as appeasement for my dissatisfaction of the product and services delivered,) back and no additional moneys paid to the dealership for the time that I have had the car, nor the mileage that I have put on the car. I would like them to also reimburse me for the $35 NSF fee i have incurred as a result of the wrongful draft attempt from my checking account. I do not want (nor have I wanted) anything but whats fair in this situation.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Have the customer email me, I will submit a check for the $500 plus NSF fee this week. Need to make sure I have all appropriate information. My email is ************************* Email only please Initial Consumer Rebuttal /* (3000, 7, 2014/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont believe that the offer is satisfactory, noone has contacted me concerning my financing even though I have left 2 voicemail and not only that. I feel that my original concerns have not been addressed either by the business. The fact that they are selling me a 5500 dollar vehicle for close to 9000 dollars and have refused to either fix the car to that price standard, or lower the price to what's fair and good is my primary concern. If they cannot do either of these then I wish to return the car and be issued a refund of my down payment. Final Business Response /* (4000, 21, 2014/05/14) */ I have emailed and left the guest a message to my direct line. I would like to personally discuss and handle with her and then respond or have her close out the challenge on this to make the guest happy. Final Consumer Response /* (4200, 12, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm no longer interested in the 500 dollars after experiencing the way that autonation does business. I would like to give them the car back. I will not give my business to a company who cares so little about the quality of their product or the satisfaction/dissatisfaction of their customers. They have not addressed all of the issues I have brought forth, in fact are blatantly ignoring the glaring issues of the quality of their product and the way they handled my trust in them as a business.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They caused damage to my car due to repairs they did. This caused damage to the engine and battery. They left my battery cables loose. 17th May 2014 ****** Invoice number Service Advisor ********************* Paid by my American Express Card Amount $****** Autonation USA service department had my car running after they replace my ignition switch. They had my car running when it left there property. I could not test to see if it was alright. Around 3 hours later I could not start my car. I called the Auto nation USA service department to complain about what happened. They told me to bring it in and not even offered there tow truck. After AAA Colorado try to start my car. I had to tow it in myself. Auto nation USA service department did not take any responsibility in why my battery and engine control module were not working. Before I tow it in the battery cables were loose and the ignition could not be turned. I think the battery and the Engine Control Module were damaged by the loose cable and they did not take any responsibility in there mistake. I did question them when Marshall Lothrop said about how "anytime the battery and Engine Control Module can go out." He did not know about loose battery cable or locked up ignition. I assume that they would admit there mistakes and not pass it to a customer. I did them a favor in using AAA of Colorado to try to jump start my car and tow it into there service department. I charged $****** to my American Express card. I later disputed the charge on my card due to this situation.

Desired Settlement: A refund to my Credit Card or a refund check from them.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ The repair to Mr. ********'s vehicle was the GM Ignition Switch Recall, which is the replacement of the ignition switch, ignition lock cylinder and the keys. This repair in no way caused the failure of the Engine control module. This module is not involved in the repair performed and the failure of the module occured after the customer picked up the vehicle and drove it away without any problem. We have completed over 200 of these recalls so far and this is the first such incident we have seen. We do not feel that we caused the problem and will not participate in refunding the customer for the repairs at this time.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Used car purchased had a bad tie-rod. Warrantee company won't cover since pre-existing. AutoNation won't cover since the car was only $4,500 retail. Purchase date: 2/1/2014 Payment: Check First issue date: 2/5/2014 Inspection date: 2/12/2014 Refusal to service date: 2/13/2014 Vehicle: ************************************** When purchased, we were assured that it had received a full inspection for safety and function. On 2/5/2014, it wouldn't start. After towing on 2/6, AutoNation could find nothing wrong. On 2/12, we had an independent inspection done by ********** Automotive (Boulder). They found: 1) Oil overfilled 2) Wrong oil used 3) Loose left tie rod (safety issue) We offered to have ********** do the work, but AutoNation told us to tow to AutoNation. We did on the morning of 2/13. AutoNation informed us that their warrantee company did not have the information for the vehicle, yet, although it was two weeks ago that the sale occurred. Later, the warrantee company refused to cover it, since it was "pre-existing" given that the car had been driven less than 100 miles. The Sales Manager (***************) told my wife that he could not help us since it was, "A $3000 car." I attempted to reach him, but he was busy and did not call back. I called and left a message for the Finance Manager (***********), as well, since he had worked with me at the purchase, but he was not in.

Desired Settlement: I expect to be reimbursed the full cost of repair by a reputable third-party, specifically our trusted provider of automotive service for 24 years,*********** Automotive, who we will have perform this necessary, safety-related service.

Business Response: Initial Business Response /* (1000, 8, 2014/03/11) */ I would like to meet Mr. ********* in person, I will review all his contractual and state required paperwork. If we have missed anything in regards to selling him the As-Is or in any documentional writing provided I will take care of the conern. We will stand behind anything promised. As far as the oil change I will give him 2 free oil changes. Initial Consumer Rebuttal /* (3000, 16, 2014/04/03) */ I did not receive a call from anyone, nor was I able to reach whoever the person is who said that they wanted to speak with me. I can be reached by email at ********************* or by phone at (303) ********. Dear BBB, I need your assistance! Case ******** was *NOT* resolved, although the BBB has "assumed the case closed." I have not been able to meet with the GM of AutoNation North, he did not contact me and I have not been able to reach him. I travel extensively, and have not been home in the region often. Please REOPEN the case, contact the business, and have them contact me to resolve. They can contact me by email (*********************) or phone ((303) ********). Thank you, *** Final Business Response /* (4000, 24, 2014/04/24) */ The guest has accepted my offer of 200 compensation, I will be giving him the check or mailing it out May 1st per his email response today. Final Consumer Response /* (4200, 21, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution offered. I have documented that this vehicle was sold to us *with warranty*, not "as-is." The claim that all vehicles are sold "as-is" by Colorado law seems spurious based on my review of information on the DMV web site which notes that they may be sold "as-is," with a limited warranty, or with a full warranty. This car was also inspected, and sold to me with a warranty, yet the safety issue was discovered in an immediate review by my mechanic at which time we communicated to the dealer. Complaint Response Date bumped because: Holiday

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The vehicle has had issues since day 1 and AutoNation REFUSES to acknowledge our requests for repairs. My wife and I purchased a vehicle at AutoNation on 1/1/14 for over $16K.Over the next two days we noticed some things with the vehicle that we weren't satisfied with(ie, no second key, no owners manual, no floor mats).We took the vehicle back to the dealership on 1/2/14 and stated we weren't satisfied and wished to return the vehicle and the Sales Manager, ****, refused to take it back.He stated that we would have to pay $150/day and $10/every mile we put on the car.There is two different mileages written on the loan papers.He also offered to pay "half" for a second key, the cut and programming, and some floor mats.Our half costs us $191.On 1/11/14 our family was taking a day trip into the mountains and we were stranded on the side of the road due to transmission issues.The dashboard displayed several codes that once the vehicle was turned off, cleared and allowed us to drive the car straight home.My wife called the dealer while we were on the side of the highway and left a message for assistance and till this day we have NEVER received a call back.We nursed the vehicle back home and continued to call the dealership for help and we never got a response.On 1/17/14 I drove the vehicle to the dealership to check on the floor mats and the key; BOTH had been at the dealership for several days but the parts department had never contacted us to let us know. The key needed programmed and cut and I was told I had to make an appointment for that.The floor mats were the wrong mats and didn't fit.When I took them back in I was told that the company that ships there items sent them wrong ones with the wrong part number. hHe said he would take care of it and order the right ones.On my way home,the vehicle began to slip and slam like it had been doing since 1/11/14 So I drove BACK to the dealership with all of the display lights on so the mechanic could see. He tested the vehicle and said that there were 2 sensors that needed replaced and they weren't covered under the warranty and offered to fix it for $600. Having been a mechanic for TWA and the US Army I decided to save myself the time and money and repaired the vehicle on my own.So I drove the car back home. Once the repairs were made the codes disappeared, but the vehicle would only go into reverse.So I called the dealership and the mechanic offered to reprogram the computer to clear the codes.I had the car towed to the dealership on 1/20/14.Even after that the vehicle still isn't working.The mechanic said it was the linkage and offered to fix it for $300.I just spent $300 having the sensors repaired, I didn't have another $300 to have the linkage fixed. The linkage should be included on the warranty, but the mechanic never got back to me about it being covered.During this ENTIRE time my wife and I have made calls several days a week to the dealership to get some help.We've even called the General Manager, ************. Mr. ****** has NEVER returned any of our calls.My wife has e-mailed the mechanic and requested to have the linkage repaired under the warranty and he hasn't responded.The salesman who sold us the vehicle had the audacity to e-mail us asking for names and numbers of our friends so he can call and "give them the same excellent customer service he have us".My wife e-mailed him back explaining that with the problems we've had and CONTINUE to have that we won't be referring ANYONE to this dealership.We are tired of being ignored and we are tired of paying $416/mo for a car to just sit.We can't even get the car inspected or registered because the car doesn't work.We just want to be able to use the vehicle to take family trips.We've had the vehicle for 35 days and have driven it less than 5 days.My wife works for the Denver Department of Human Services and she needs a reliable vehicle to get back and forth to work.We work hard for what we have and we feel we have horribly been taken advantage of.

Desired Settlement: We want AutoNation to repair the vehicle correctly. We want the car in tip top running condition because when we signed the contract for the car, that's what we were told we were getting. We would like it repaired so that we can get it inspected and registered. We would like them to refund the money that we paid for the floor mats that do not fit the vehicle. We want them to admit that they made a mistake by selling a car that they knew had problems and refused to repair prior to putting it on their lot. Ultimately we would like to include the extended warranty (on top of the current 60 day unlimited mile warranty) that they wanted to charge us $7200.00 for 24 months for the length of our loan (72 months) AT NO CHARGE TO US. We just want to enjoy the vehicle and to date, we have not been able to enjoy it.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ what ever is covered under the free warranty that they recieved will be repaired with no deductible. or they are more than welcome to come trade it in for something else, Initial Consumer Rebuttal /* (3000, 7, 2014/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do to all the problem with the Lincoln my wife and I would like to trade it in, but we are curious to know on how much or what they're going to give us for the trade-in. We would like them to contact the General Motors who financed the vehicle and arrange with them to trade in the car at full finance cost for an equal or lesser value car. We are afraid that AutoNation will make us go upside down on another car! Final Business Response /* (4000, 14, 2014/03/26) */ the guest filed a complaint with the Department of Revenue, the investigator came out and did a full investigation and to our knowledge has closed the case in favor of the dealership. The dealership has actually paid for work not included in the warranty and has assisted the guest with most of there concerns. If the guest would like to come in and site down with me personally, I would be more than happy to Monday through Friday from 12-5 not including Thursdays. Have them email me directly ************************ to set up an appointment to see about options further with there warranty or trading out, where I will assist in giving as close as I can to there purchase price of the vehicle.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was guaranteed and promised I could return a vehicle if brought back within 3 days. Contract and sales people hid "details" from me. Ended up buying a F150 from this lot a few days ago. Drove it off the lot in a mild snow storm, which was a blessing in disguise b/c the 4WD on this truck continually slipped out and didn't make me feel at ease while driving it. Brought it back the next day, not wanting to deal with shop time and maintenance- I simply wanted to return the truck using my "3 day money-back guarantee." When I purchased the vehicle I was promised multiple times (I wanted to make that clear) that I could return the truck within 3 days for a FULL money back guarantee (minus $99 per day and 99 cents per mile, which in my opinion is completely fair). After waiting for almost 2 hours, I finally was able to talk to a sales manager who let me know that I was being charged $499 for a return fee PLUS $99 per day, PLUS 99 cents per mile. I was charged $640+ for driving a vehicle for one day. Before bringing the truck in, I made sure of what I signed was that I promised to give AutoNation $99 per day plus 99 cents per mile. I walked into the dealership knowing I'd be spending about $140 on a return, not $640. This "part" of the contract was hidden and absolutely NOT stated by the finance employee when filling out the paperwork. I feel like I was robbed by this company and felt it necessary to make others aware of this shady tactic of hiding information from the consumer.

Desired Settlement: Like I said previously, I knew I was going to pay $99 per day (I had the vehicle for one day) and 99 cents per mile (about 40 miles). I already have paid AutoNation about $640 but am seeking a refund of the hidden fee of $499 that I was never told about or that could be found on any contract. As I do understand the vehicle needs to be reprocessed into the system and back on the lot, I would accept a refund of $350-$499. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ Please have Mr. ******** email me to set up a time to meet and review his documents. I am quite confident I can resolve his restocking concern. I will set a daytime appointment Monday through Friday between the hours of 10-4 to meet where I will make sure his concern of time is kept to a minimum when he arrives. Email me at ************************* Initial Consumer Rebuttal /* (2000, 7, 2014/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept AutoNation's response.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was caught in the middle of a sales dept/service dept war. The sales dept lied about their policies and promises in verbal conversation. I purchased an 07 Pontiac G6 in the afternoon of 1/6/14. It had not been through the saftey inspection but they sold it to me anyway. I had to bring it back to put it through the saftey inspection on the morning of 1/8/14. I went to pick up the car on 1/10/14 but declined to take it because the service dept. reported that there were three "major repairs declined". At that point I asked them to fix all the repairs or I'd like out of the deal. They said since I was past the 3 days of purchase I couldn't do that, however, they had had my car since a day after I bought it! After talking with every sales manager on the floor (****************) and 5 visits to the store later they agreed to fix one of the three "major repairs" which was a bad engine oil leak (fixed by replacing the oil pan). The other "major repairs" were leaks in the water pump and transmission cooler lines, which I still wanted fixed. I didn't understand the point of a "125 point saftey inspection" if they aren't going to fix the things that might not make me safe in the car. On the last visit (1/13/14) I talked with the head sales manager ********. He explained the situation as a whole instead of just getting bits and pieces of it from the individual service dept. members and sales managers. He then told me I had gotten caught in the war between sales and service because sales approves/pays for the repairs on cars so service always tries to find something to repair so they can record billable hours of work. I still didn't like it but I just wanted the headache over and agreed to take the car. For all my time that week ******** agreed to pay for 2 key fobs for keyless entry. My car had been at the dealership getting fixed all that week, but needed to get the cruise control fixed as well from Max Air in Thrornton because the cruise control was after market in my car. Once my car returned from Max Air (1/16/14) I was finally able to pick it up and drive it 10 days after purchasing it. The service dept. said they couldn't give me keyless entry remotes because the car didn't have the system installed (which I was told it did when I bought the car, they just didn't have the remote from the previous owner). One piece of good news was that while Max Air was fixing the cruise control they also fixed the heated seats because which also didn't work because of faulty wiring. When I went to ask ******** about the keyless entry not being in place and attempting to get something else for my time the last 10 days since that was what was promised to me he said "I paid to have the heated seats fixed for you instead." I took him at his word since the service dept. said I wasn't charged for the heated seats. I had agreed to go in 50% on the cost of fixing the crusie control since it was an aftermarket piece. The total cost was $200, but the sales dept tried to charge me $160. Therefore, my half should only be $100. After explaining the deal with the sales dept. to the service dept. who was collecting the payment, thankfully, I only paid $100.... 2 days later on 1/18/14 the driver's heated seat stopped working. I called Max Air to see if I could get it fixed. They said to bring it in and they would take a look. Then I asked about when they fixed my cruise control and if they fixed the heated seats because they were already fixing the wiring for the cruise control or if they actually charged the dealership for it. They said they fixed it as a good gesture since they were already fixing the wiring for the cruise control. Therefore, ******** lied to my face about paying to fix the heated seats instead of paying for keyless entry remotes. All in all, I was lied to, attempted to be tricked into paying more money, and very unsatisified with my treatment. I did not feel like a valued customer since I had to visit the store 6 total times in person due to being unable to reach anyone by phone when I called. I was lied to about many things and caught in the middle of a sales/service struggle.

Desired Settlement: I paid $9,500 for the car. $4,500 went on my credit card and the additional $5,000 was paid off from a vehicle I had traded in. I know the actual retail value of the car in EXCELLENT condition (which it's not) is only $6,500-$7,000. I believe in paying a fair price for the car, it's only right. However, the service of the dealership was terrible. The extra $3,500 I paid with the understanding that the dealership would fix what needed to be fixed in the car, provide me with pleasant customer service, and treat me as a valued customer. That's why I went to the dealership and not craigslist. Therefore, I believe a refund of $3,500 for the overhead I paid with the expectation of quality of service and treatment but didn't get, would be fair. That way I could get the necessary "major repairs" done and paid for as well. Along with the time and effort I had to spend to clarify things between their own service and sales departments.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ I am more than happy to meet with Mr. ****** as I am now in charge of the sales department. I will pay for anything we have stated in the written contract, which we always do with every sold used and new vehicle. If he does not have anything in writing I am more than willing to sit down with him in person to discuss any reasonble outcome.

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/26/13 my wife and I purchased a truck from Autonation Chevrolet North, about a week later we returned the truck because we could not get financed. We were then told that we could be financed for a 2011 Chevy Cruze with a sell price of $12,991.00. The finance person *********, took advantage of us by adding additional items to the sale that he said were included but we were charged for the following: Theft protection $395.00, 5year Winshield protection $399.00. We were talked into a "Bumber to bumber" warranty without understanding the price, which is $2,775.00. We were not given any information to review or told what company covers the warranty. We were sold a maintenance plan for $415.00 that basically covers 3 oil changes and tire rotations during a 24month or 24,000 mile period. These items plus dealer fees and sales taxes bring the total to $17,564.92 after receiving a $1,000.00 for trading in our car.Today is 1/25/14, we still have not received financing from any bank or credit union they use. We have received at least a dozen credit rejection letters. Each of these letters is an inquiry into our credit and keeps lowering our credit scores. We keep checking with them to finalize financing but they can't tell us who we are financed through but they keep telling us we are financed. Taking a month or more to get financing is an extremely long time. All of these letters and visits to the dealership with no help, support, or results is causing a lot of stress on my wife and I. They keep calling me at work telling me we need this paperwork of that paper which, is causing issues for me at work. We bring them all requested items and still have no results. We just keep being told that we are financed and don't worry.We feel that we are being taken advantage of and that taking this long to obtain financing is unacceptable, unprofessional and violates some Colorado car sales laws. We will contact the Attorney General's office and Vehicle Dealer Board this week

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want the sale cancelled immediately. To be fair we would consider closing the sale if the following happens immediately:1. All charges above the sales price plus taxes are removed.2. The additional services and warranties are deleted from the sale.3. That a finace company is identified and verified by us immediately.4. That the finaced amount is only for the car sales price and sales tax. 5. That we are not charged any fees for the amount of time that we have had the car.

Business Response: Initial Business Response /* (1000, 10, 2014/02/19) */ in reading the notes to this case it appears Johnathan Bedu has resolved this, please let me know ASAP. I personally talked to them and gave them the bank they are approved with. They came back the next day and Johnathan stated everything is handled. They can personally come in and see me to resolve any concern, this Friday or Monday 9-6. Or email directly at Petersonn2@autonation.com Final Consumer Response /* (2000, 12, 2014/02/20) */

2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our vehicle was damaged during servicing, A week later the car is no where to be found when scheduled to pick up. On 1/24/14 I brought my car in to be serviced. I was told it would be a few hours. Later that day I received a call that my car had been damaged. I was told they would fix the original concerns as well as the body damage. I was told that it would be ready 1/28/14 or 1/29/14. On the 29th my husband took off work early to get an answer. We where told that it was still in the body shop although we found it on the lot. They said it be done today 1/30/14, I called the service department and verified it would be done today, before the women hung up on me she said 4:30 p.m today they would be finished. We went in and where told that they did not know where our car was,or if it was finished. The keys where no where to be found either. After we left I called the manager, He told us that he did not know where our car was and there was nothing that he could do until tomorrow. His name was ****. After all this we have been treated like pests. We have not received any apologies or consideration. This was not OUR fault we understand things happen but the way we have been treated from the begin when buying or car from them December 26th, 2013 is unacceptable!!! We have reached out to many people during our experience with no results. We would have appreciated a phone call to let us know that they have not finished. The rental car we are in is terrible on gas and we live 45 mins away. My husband has had to leave work several times to handle issues we have had, we have made a separate report on this BBB about their Financing department. We will NEVER do business here again, I WILL NOT recommend this company to ANYONE.

Desired Settlement: I want my car found,finished and returned. I DEMAND to be REFUNDED for the "Maintenance charge" (oil changes and tire rotations) I paid for with my car in my contract. Amounting to $415.00 I will not be taking my car back, for any reason. I will Contact the Attorney General any a lawyer if this can not be resolved.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ he is more than welcome to come in and sign a cancelation for his maintenance contract. Final Consumer Response /* (2000, 7, 2014/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was harassed into the purchase of a vehicle. On Saturday December 7, 2013 I went to this dealership to trade in my 2004 Chevrolet Trailblazer which has a payoff amount of $9,317.58 to Credit Acceptance. I was looking into the purchase of a newer vehicle for better reliability for my job as well as visiting my father in Colorado Springs whom is now handicapped. The salesperson I was dealing with was **** ******** She showed me a 2011 Chevrolet Cruze VIN# 1G1PF5S99BXXXXXXX sale price of $12,991. Around 8:00pm Saturday evening I agreed to purchase the vehicle and finance it thru whichever lending institution they found that would finance the purchase. I went thru their finance department & signed all of the necessary documents for the purchase and they allowed me to take the Chevrolet Cruze home. I hadn't heard from the dealership regarding my financing prior to Wednesday December 11, 2013 so I called the financial department myself to check on the status of my financing however I had to leave a message which I did stating my name, telephone number, and that I was checking on my financing. Today, Thursday December 12, 2013 I received a call from the finance department at the dealership and they stated they could not get me financed without more money down than the $400 that I already put down or a cosigner neither of which I have which I told them when they called. They then said that I needed to bring the 2011 Chevrolet Cruze back this evening before the close of business. When I arrived at the dealership to return the Cruze **** met me & said they had gotten me approved for a 2014 Chevrolet Cruze which I did not want. All I wanted was to return the 2011 Chevrolet Cruze, get my 2004 Chevrolet Trailblazer back, and go home. **** persisted on me purchasing the 2014 Cruze which I repeatedly turned down and asked for my Trailblazer back. After 2 hours, approximately 4:30pm-6:30pm, they agreed to return my Trailblazer to me. They proceeded to do this however after about 20 minutes they came back and said they can't get the keys to my Trailblazer because they were locked up and to take the 2011 Cruze home and come back Friday evening after work to pick up my Trailblazer which I have done. Also during this process the dealership is going to charge me $1034 for the daily use, mileage, and restocking fees for my use of the 2011 Chevrolet Cruze and keep my $400 downpayment to put towards the $1034 they want to charge me.

Desired Settlement: The settlement I am seeking is that I am not charged the $1034 usage and restocking fees for the 2011 Chevrolet Cruze as well as my $400 downpayment refunded plus my 2004 Chevrolet Trailblazer returned to me in exactly the condition I brought it in Saturday December 7, 2013 due to their inability to get me financed for the 2011 Chevrolet Cruze without further downpayment or cosigners. And also that there be no further fees involved from this day forward regarding this attempted purchase.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ We have contacted the guest prior to the notice from the BBB, we have discounted and worked through his concerns in person at our dealership December 13th, 2013. We have reviewed the full disclosure peerless sales process with him and we believe all concerns have been resolved with Mr. ******, if not please have him contact myself or our General Sales Manager ******** directly XXX-XXX-XXXX so we can assist in anyway possible. Final Consumer Response /* (2000, 8, 2013/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have selected yes due to the fact that I did end up purchasing the 2011 Chevrolet Cruze. However I never did physically see my trade in, the 2004 Chevrolet Trailblazer. And I was also very displeased in the fact that the original deal presented to me included that AutoNation Chevrolet North would replace the 4 tires plus the windshield on the 2011 Chevrolet Cruze as part of the purchase agreement, but the final deal presented to me did not include the 4 tires or windshield with the same 2011 Chevrolet Cruze without an additional charge to myself instead of AutoNation Chevrolet North including them as they agreed in the initial purchase offer. I sincerely would appreciate AutoNation Chevrolet North to reimburse me the $429 for the 4 tires I've already replaced and to replace the windshield which I have not done yet as per their original deal presented to me. However due to my experience with AutoNation Chevrolet North I do not foresee them standing behind their offer. In closing I will simply say that this whole process I wish I had never started with AutoNation Chevrolet North.

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dealership provided a price for vehicle VIN ***************** of $40,277.25 via email on 8/13/13 and then refused to honor that price. Received an email on 8/13/13 for a price for a vehicle VIN ***************** and then when discussed the next day the price was switched to $43,900. Seems like a classic bait and switch and feel this is harmful to consumers in general.

Desired Settlement: Honor the quoted price for the vehicle.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/17) */ I spoke with Mr. ******* and appologized for the email error on the price quote. Unfortunetly with system updates and a rare clerical error by our internet department a misquote was sent. We do have our disclaimer on every email. We understand this does not help most situations, however he is in communication currently via email with our General Manager and General Sales Manager for the best possible price we will be offering. Disclaimer: All Prices plus tax, tag, government and dealer fees. Not responsible for typographical errors. Price may already include applicable manufacturer rebates and incentives. Which may have specific qualification criteria. Prices and rebates subject to change without notice. Price may not include dealer installed options or equipment. Subject to availability. Miles, if shown, are approximate."

7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told the car was the ECO model with the higher gas mileage. June 24, 2013 we went to look at a new 2012 Chevy Cruze ECO 4dr Sedan. The salesman asked me what was the most important thing to me in buying a car and I said it was the fuel economy. Upon looking at the car, the color really didn't appeal to us. The salesman said we should look around and the car right next to it was quote "The exact same car". I specifically asked again, if it was the ECO version, and he confirmed that it was. It was also not a new car, as it had 5000 miles. After an unpleasant experience figuring out the financial details, we finally left with the car. The next day when I was sorting through the paperwork and filing insurance, I found out that in fact it is NOT the ECO version and it gets 5 miles less per gallon than what I thought I was buying. When I called, the manager was nice enough saying we could look at options, but would call back when the other manager got in. I never got a call back and was told that they can't take the car back.

Desired Settlement: Either a refund or replacement with ECO version.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/02) */ I have spoke with Mrs. ***** today on her concern. She said she would look at our website and consider it. Mrs. ***** can come trade in her purchased vehicle for the same amount she paid for the vehicle not including dealer handling and taxes. Her purchase price was 16491. She can trade it in for that price on a new Chevrolet Eco on my lot. Consumer's Final Response /* (2000, 7, 2013/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership's resolution suits them, but not me. They want me to pay $5,000 more for a new car on the lot which is not affordable for me. They miss the point - they misrepresented the first car knowing that my top priority was fuel efficiency. I have the car that I have and I will keep it. I just will not ever do business with them again.

6/18/2013 Problems with Product/Service

Customer Review(s)

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3 Customer Reviews on AutoNation Chevrolet North
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