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:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Autonation Collision did a visual estimate on my car and did not include all damage on the estimate. My trunk latch was not functional and my tire and rim were stuck in the trunk as I had to put my spare tire on at the time of the accident. When asked about it the estimator said I would need to get that repaired somewhere else because he didnt believe it was related to the collision I was in. When I called to inquire about it after reviewing the estimate, The estimator agreed that he could not be 100% that it was not related to the collision but was unwilling to add it to the estimate or look into it. My insurance company also agreed that they could not be sure if the damage was related or not but they could not have it added to the estimate as that is the estimators job. After speaking with my insurance and making a complaint about this, I asked that the estimator not contact me and that someone else at the shop does to get this figured out. The estimator then contacted me and said he would not add it to the estimate even though he agreed he is not 100% sure it was related to the other damage. I then asked to speak to someone else at the shop about it. A man came on the line stating he was the shop manager and backed up the estimators statement and then told me he was canceling my appointment for service and refused to fix my car. This shop advertised that they were full service and could do all the repairs needed on my car but this was not the case.

  Business Response

  Date: 10/04/2023

  I spoke with ****************** briefly. I heard his concerns and tried to explain how it is not normal that front-end damage would cause rear end issues. We would have to look into and see if we can relate rear gate not operating to the front end collision.  ****************** then became upset and said "you are not a full-service shop as advertised". I explained that there are numerous operations that only a dealership could complete/perform and if needed we would facilitate that and when vehicle was completely repaired return to him whole. ****************** became volatile and used foul language. I then said to ****************** that it would be a better option for him to find an insurance approved shop that could better accommodate his requests and needs.  ****************** continued to argue and that is when I let him know we would not be able to help him and refused service.  At this point we have not performed any services and not sure why he reached out to the BBB. We hope he finds a shop that fits he needs, and he can get repairs done to his satisfaction. 

   

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

  AutoNation Collision General Manager

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 Traverse in Oct 2022. Overall they are unresponsive and will not communicate to resolve any issues presented unless harassed. Issues with the dealership include:Ran credit 4 times on date of purchase, hurting credit score Changed loan holder without communication to me, delaying repayment (higher interest) and tag issuance I had to drive the vehicle with expired tags and made contact many times to try to resolve. Had to sit in the office 9 months pregnant with twins for 3 hours after 3 weeks of calling to get new temp tags to be able to drive the vehicle I purchased.Scheduled pre-paid maintenance. Received reminders and confirmation. Showed up and had no appointment. Could not get in contact to reschedule Called multiple time to speak with management to resolve only got a email from GM. Sent him info on issues, nothing... Followed up 3 times finally got a call from other departments who could not help.2 weeks later got info to get reimbursed for service package. Kept getting sent inaccurate data on my contract to sign.I request:Paper copies of all information on deal # ****** as well as information on deal #****** closed 11/30/22 that is referenced on the documents sent to be by Financing on 4/17.Full reimbursement for warranty, tire package, and service contract dating back to the date of purchase as it is unusable and impossible to speak with anyone.

  Business Response

  Date: 04/24/2023

  This complaint is not for AutoNation Collision Center Mesa We do not sell vehicles just repair them when in a collision. . 

  This complaint should be for

  AutoNation ********* Superstition Springs

  6330 ***************************

  **** ** 85206

  ************     

  Please remove AutoNation Collision **** from this complaint. Please follow up and let me know it has been done

  willhitem1@autonation

   

  Thank you- General Manager - *******************************