Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Honda Pilot Touring in April 2024. Within weeks the battery began draining if the vehicle was not driven for 48 hours. Battery needed to be charged within weeks of bringing the vehicle home. The vehicle was purchased new from AutoNation Honda in ******, Al so we called the dealership to set up a service appointment. First attempt to repair the technicians said the couldn't find the issue. Brought the vehicle home and the issue was still occurring within days of picking up. . fast forward to Dec 27, 2024 Dropped the vehicle off for the third time at AutoNation, Honda. As of now it has been it's been there 30+ days. I was informed by the service manager they would need to bring in an engineer from Honda to try to diagnose the battery draining issue. We have made numerous calls to the dealership service dept manager and the issue has not been resolved. The only option given was to trade this vehicle in and buy a new one at a higher price and losing all of the money already paid on this vehicle It appears to be a lemon law issue as this issue started immediately upon purchasing. The vehicle has currently been at dealership since Dec *******. This is the third time , for the same issue and they cannot diagnose the problem at the dealership. I want a full refund for this vehicle.

  Business Response

  Date: 02/04/2025

  The customer has been in touch with our service manager through out the process. The customer just talk to The manager today. They were informed the  earliest a field technician  can be here is 2/19/2025 .

  We have the customer in a Courtsey car no expense to them through out the process, 

  We are doing everything from our end and the complaint needs to go to American Honda. 

  Thank you, 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22898685
  
  I am rejecting this response because: I did not purchase the vehicle from American Honda. I purchased the vehicle from Auto Nation Honda of Mobile. The service manager did not call a service tech did. Said manager was in a meeting. Honda Engineer not scheduled to be there til Feb. 19th. Have asked numerous times for the service record which is what Honda America told us to do but still have not received them.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance ****** ********** and I purchased a 2017 ********** GTI in November of 2023 from this dealership. Along with the purchase of the car, we purchased an extended warranty for approximately $4,000. Unfortunately, the car was involved in an accident on 10/27/2024 and was declared a total loss by the insurance company. On Monday 11/25/2024, we met with the finance manager at the dealership and requested the extended warranty be canceled and for a refund to be sent to the finance company. Approximately 3 weeks later, we stopped by the dealership and met with the finance manager again for a status of the refund. He was unable to provide a status or a resolution. He did promise that he would find out the status and would call us back. To date, we have not received that phone call.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019, when I lived in *******, I purchased a Vehicle Protection Plan through Autonation Honda at Bel Air Mall in ******, **. The expiration of the Vehicle Protection Plan is ******* miles or June 06, 2027, whichever comes sooner. On December 22, 2024, I traded the vehicle to another Honda dealership in ****************, where I now reside. I have been calling the Autonation Honda dealership in ******, **, to inform them and to request a pro-rated refund for the Vehicle Protection Plan. I've called more than 5 times on December 26, 27, and 30, each time leaving a message, both by asking the phone receptionist to let the Finance manager know and by leaving a voicemail. Nobody has called me back.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 **** Escape on 11/13/2024 paid with a cashier's check, the next afternoon the steering wheel locked, dealer was told, they had a tow truck bring it back to them, 30 minutes later they said there was no problem, but refused to honor their guarantee, then admitted guarantee but said refund wouldn't be given until for 7 days, changed to the next day., the next day changed giving the refund to 10 days, said check comes from corporate, corporate said it comes from Mobile manager after cashier's check "clears". Car could have caused death(s) if the locked steering wheel happened in traffic rather than the parking lot. Also, paperwork shows 39, 998 more miles than the car's odometer shows on. I don't know which number to trust and I don't trust the car or company. Meanwhile, they had their car back in less than 24 hours and my money while I have no car, no money, and no money to buy a truly reliable car like I was told that one was, but wasn't. It is unfair and that car is unsafe.

  Business Response

  Date: 11/25/2024

  This customer paid by cahiers check and we need to wait until the check is cleared from the bank. It is in process and the customer will receive a full refund as soon as possible. 

  Thank you, 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22598287
  
  I am rejecting this response because according to FEDERAL LAW banks must make funds from cashier's checks available for withdrawal the business day after the deposit! So, that reason for not giving me my refund the next day was not true. And, according to the corporate office of this company the manager at this dealership has the authority to release my funds, **************** does not (according to them) issue refund checks, the local dealership does.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/06/2024

  The customer received the refund. 

  Thank you, 

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an oil change and 4 new tires. Showed up for the appointment, oil was changed, no tires in stock, I was told the service department would call me when the tires came in. On the drive home my skid plate started slapping my undercarriage because it wasnt secured properly. Texted the service department and turned around and came back for them to fix it. Called a few days later to check on tires and were told they were in. Came in for my appointment and received 4 new tires. However my front left tire was leaking whenever i would drive the car at highway speeds. Brought the car back to fix this issue. They pulled the tire and put some rim sealer in it. But the next time I drove it on the highway it still leaked. Then my skid plate fell down again, this time taking the wheel well plastic covers with it as well because of the poor repairs they did. I texted the service team and received no response. I secured everything with zip ties so I could continue to use my vehicle. Took my vehicle back in for the front left tire and the skid plate again. Service technicians couldnt find anything wrong with it, so they put it back on and said they would call Monday to check on the tire and talk about the skid plate. That didnt happen. Filled a complaint through the company saying what happened and that I was going to file a formal complaint with the BBB. I got a response from customer service and a service technician, an apology and was told they ordered a new tire for me and skid plate and they would call me when they came in. But Im still waiting for over 2 weeks now from filling that complaint through the company. Ive been in 5 times so far for an oil change and 4 new tires and my car is in worse shape now than when I brought it in! I would really like this resolved and Im VERY disappointed I have to go to all these steps to get my car road worthy and safe again from what should have been a very simple service from the dealership!

  Business Response

  Date: 10/23/2024

  We have already contacted the customer, Ordered a tire and a splash guard at no charge to the customer. 

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They contacted me, scheduled the appointment and got me in and out very quickly. I am very happy my car is road worthy again. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle protection plan for my 2023 Honda accord at the time of purchase on 04/11/2023 & cancelled it on 04/18/2023 because I didn’t want it. I was told that the protection plan was already added in my monthly payment and that I would get a refund for the full amount after the vehicle is paid in full. The Honda Accord was paid in full on06/10/2024 & I have tried in good faith to get my refund with no success. I do have the cancellation paperwork & do want my refund

  Business Response

  Date: 10/14/2024

  Please see when this cancelation was processed, It was processed on 4/18/2023 and the check was mailed to Honda Finance on 5/9/2023 

  No refund is due to the customer since it was deducted from the loan balance in May of 2023 

  Customer Answer

  Date: 10/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 8 2023 i flew from michigan to Alabama to purchase a 2011 Audi S5. One week after purchase the transmission failed and the issues have never stopped. Between myself and the warranty company we have paid roughly $25,000 in repairs. This car has had problems and leaks from the start. Feel Autonation was not up front on the condition of the vehicle.
  
  Out of the 14months of owning the car, it has been in service for 10months collectively. The issues are still ongoing and some of them cost thousands more that the warranty will not cover.
  
  Can provide ALL service invoices upon request. Looking for a resolution, whether help with repair cost or whatever offer we can agree upon. Between the cost of the car and repairs, $50,000 has been spent in under a little over a year

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealer refuses to do recall work, they are Charging me to do a vehicle check even though the vehicle cans in a tow truck, the Vehicle is not working and after many attempts the vehicle is now back with the dealership... but they refuse to do the recall work honda says it's a safety issue. I have spent money on tow trucks, no vehicle and now rentals... they charged me for a diagnostics and refuse to do the recall work.

  Business Response

  Date: 08/12/2024

  Good morning,
  
  We have reached out to the customer and confirmed that her vehicle is not currently at our location. The vehicle is located at a Honda dealership in ********, ***
  
  Kindly remove this from my records.
  
  Thank you.

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 03, 2021, we leased a brand new 2021 Honda CRV from Autonation. May 2023, we decided to purchase the vehicle rather than lease it. *************************, our sales rep, sold us a warranty after we explained we wanted to keep the same service coverage we had while leasing the vehicle, which was oil changes and tire rotation. Our previous salesperson, when leasing the vehicle was very clear and understanding because my husband is 78 y/o, and I am 72 y/o. He stated we were the same age as his grandparents. After being at the dealership for about 3 hours to switch the paperwork over, ****** gave us what we thought was the service warranty. The warranty was for an additional $1800.00. Recently I went to get my oil changed, I learned that the warranty did not cover the oil change. I asked to speak to Ambree she would not even talk to me, said she was busy. Another person told me the warranty only covers tires and windshield wipers. I said why would I pay this much money for $20 wipers that have to be replaced maybe twice a year. I then told them my tire had went flat two weeks prior, on a Saturday and I had to have it towed. They told me I had to call the warranty company-Safe-Guard. This company informed me that I couldn't get reimbursed because I had to call them first. Aside the fact that I wasn't aware of this, they are closed on Saturdays, and it doesn't state any of this on the warranty. They refused to reimburse me. Autonation refused to assist me and took advantage of my husband and I age. They did not give us what we asked for. This vehicle was only purchased to transport my husband who is a veteran back and forth to his VA appointments in *********** and sometimes **********, **, over 50 miles one way. We need the back for wheelchair and rollator. We do not use this for every day driving as we do have a second vehicle, a 2012 Chrysler 300 with only 60k, purchased new in 2012. This speaks to the wear and tear we put on our vehicles.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 I purchased a vehicle from AutoNation Honda in Mobile. It was a 2013 Jeep Patriot. I also purchased the high mileage extended warranty. Within a month of having the vehicle it broke down. They replaced the part and sent me on my way. Over the next 7 months, the Jeep broke down 4 more times, each time making me have to pay a deductible to get it fixed because they were all pre-existing problems covered under my warranty. This fifth, and most recent, time it has been put in the shop they concluded that it has a blown motor. I have been without a vehicle for 3 weeks, and given no rental (even though my warranty covers it) because no claim has been confirmed. They did the inspection and the warranty company claims that the blown motor is my fault and wont cover it under warranty. So I have now paid over $6k for a car that I have had less than a year, that has been in the shop 5 times, and now is not viable at all unless I spend more than what the car is worth to replace the motor. I still owe money on this car to pay it off. I was sold a lemon and they are taking no accountability for that.