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:05/21/2025

  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.

  The Dealership claims to do a 125 point inspection on used vehicles. I drove it less than 7,000 miles in 10 months and it needed a new engine, among other major items. I contacted the dealership, who kept telling me they were "reviewing the issue," and eventually, they just stopped answering me altogether. I believe they sold me a defective vehicle. The salesman told me the car had been well cared for.

  Business Response

  Date: 06/19/2025

  Thank you for bringing this concern to our attention. A 125-point inspection was completed before purchase and the vehicle passed all points of the inspection. The customer did not bring the vehicle into the service department for diagnosis and surpassed the 90-day warranty period. After the aforementioned 10 month period passed, any wear and tear repairs costs would be the responsibility of the customer. 

   

  Thank you for your time,

  Corporate Customer Relations
  AutoNation, Inc.

  Customer Answer

  Date: 06/23/2025

  If the vehicle passed the 125-point inspection, how did the engine fail so quickly after purchase? You should stand behind your products and not lean on technicalities. 

  Business Response

  Date: 06/30/2025

  The vehicle's wear and tear after a 10-month period can unfortunately result in the engine issues that the customer has experienced. However, as the customer is outside of the ****** warranty period, we cannot assist the customer further at this time. 

  Thank you. 

• Initial Complaint

  Date:03/31/2025

  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 have attempted to contact the Service Manger but she will not return a telephone call after 3+ requests. I reported rude treatment to her in conjunction with my attempt to have factory recall safety repairs and thought the issue was resolved. The service writer had not checked to see if parts for the recall work were in stock, causing a great inconvenience. She and a service writer promised I would be contacted the following day when the parts were in stock to schedule to safety recalls. I never heard from them the next day.The following week I called ****, the service writer and also the general number asking to speak to the service manger to report not being contacted about the parts and the opportunity to schedule the recall work. I called ****, the service writer, several times to schedule the work, but he never responded. **** had been the one who, originally, was rude to **** am seeking to reset my relationship with this business as I am dependent upon them for mechanical work on my vehicle. I seek to have the service manager contact and explain the treatment I have received and her avoidance of talking to me. I have continually been respectful in my conversations.I am seeking to hear from **** nd have him offer a sincere apology for his initial rudeness and to do his job by coordinating the safety recall work on my vehicle. After over a week, I assume they have the parts.I want assurance that there will not be retribution by performing poor work on my vehicle as a result of my complaint.

  Business Response

  Date: 04/10/2025

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:12/18/2024

  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.

  - Purchased a Toyota brand vehicle from this business on 09/10/24
  - I purchased the vehicle “certified pre-owned” including a 90-day or 4,000 mile warranty
  - Brought the vehicle back to this business after having mechanical issues on 11/20/24, still under the 4,000 mile mark
  - The business diagnosed the issue as supposed “pack-rat damage” that was not covered under warranty
  - They allegedly repaired the “pack-rat damage”
  - While the vehicle was still in their possession, the business contacted me on 11/26/24 saying that they found a more severe issue after addressing the “pack-rat damage”, but that this other issue among the fuel injectors was indeed covered under warranty
  - On 12/04/24 the business contacted me saying they were expecting to replace the fuel injectors the following day on the 5th and to expect my vehicle to be done and ready by the 6th
  - On 12/06/24 they contacted me again saying that the vehicle was still malfunctioning and they would have to take it directly to the manufacturer for a more thorough diagnosis
  - On 12/09/24 the business contacted me saying that the manufacturer claimed the issue to be a cylinder head in the engine, which would also indeed be covered under warranty
  - On 12/12/24 the business called me saying that they had given the manufacturer authorization to remove all fuel injectors in order to check the suspected cylinder head
  - On 12/18/24 I called the business for a status update, and they claim that the manufacturer is still in possession of my vehicle, and they are unable to locate the issue.
  - The manufacturer is now requesting more details regarding the services performed on the vehicle by the business prior to dropping it off with the manufacturer, because the manufacturer cannot resolve the issue.
  
  I’m relying on friends and family for rides. I’m also paying them to borrow their cars for extended periods of time, while still making my monthly car loan payments, alongside car insurance. I need a replacement vehicle ASAP.

  Business Response

  Date: 12/27/2024

  Thank you for bringing this concern to our attention. The General Manager is in contact with the customer to provide them with the latest available information regarding their concerns. 

  Thank you. 

  Customer Answer

  Date: 01/06/2025

  from:		Raul Corella<[email protected]>
  to:		Complaints BBB <[email protected]>
  date:		Jan 6, 2025, 11:07AM
  subject:		Re: Complaint ID: 22706586

   

  Hello, good morning. I sincerely apologize for the late reply. I did speak with Paul later in the day after I had sent that email to BBB on Friday the 27th, and he was able to offer a resolution that felt satisfactory. I am content with his service and would like to retract my initial complaint if I may, please.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2024 Honda CRV in December 2023. At the time of purchase, I purchased additional service plans from the dealership. I recently sold the vehicle and I have requested the dealership to provide me with information on how I go about receiving a refund for the service plans. The finance department (Samuel Kentowski) refuses to return my call or email. Avoidance seems to be the tactic to avoid refunding customers. I am entitled to receive a refund but they are refusing by avoidance.

  Business Response

  Date: 05/16/2024

  Thank you for bringing this concern to our attention. The Customer Relations Department has reached out directly to the customer to assist them with completing the cancellation process. 

  Thank you. 

  Customer Answer

  Date: 05/17/2024

  This is an outright lie. No one from this business has attempted to contact me. 

  Business Response

  Date: 05/20/2024

  The Customer Relations Department sent an email to the email address [email protected] on May 16th at 10:26 a.m. The email was sent from [email protected]. We ask the customer to please check their spam folder, as we need the information requested in that email to assist with the cancellation. 

  Thank you. 

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12th, 2024 I purchased a 2018 Jeep Grand Cherokee. I was presented with an offer with price and financing terms, I declined sales manager came back with a different offer. We settled on an amount that seemed to be the only thing they can do. Loan terms were discussed and agreed upon by both parties. For some reason they were wanting to keep the document with out giving me a copy, so I took a pic of the document. As the story goes I was rushed into an office okay sign here, here, here, and here oh shoot we gave you the wrong one sign here instead. So the offer that was presented was financed for 48 months per the finance company approval. With driving the vehicle to Chandler, AZ I am working out of town I start to feel the little quirks the vehicle has reached out to my sales lady (she was great) . Advised me to bring the vehicle back for warranty they would cover it. While driving back to Tucson, the quirks got worse and the vehicle broke down. I have only had the vehicle a couple days and less then 400 miles I believe. Called they will not cover the tow only reimbursed. Well got it back to dealership, took two days to inspect it and has a blown engine and pictures of a plastic zip tie holding the coolant hose patch on. 100 point inspection cooling system was marked good, Obviously not good. So to add to the dealerships deceptive ways I receive my finance paperwork so I log on to the website and behold my loan is for 60 months and my down payment of $2500. is no where to be found. Truth and lending laws were not kept. Improper Disclosure of the amount financed, financed charge, payment schedule, and total of payments were kept from me. This is not right nor does the GSM call me back or even answer my call for a conversation treating me like I did something wrong. The engine will be covered under warranty but has been two weeks and no communication. Its hard to resolve issues when management has no business ethics. Need this resolved PLEASE HELP!!!

  Business Response

  Date: 04/08/2024

  Thank you for bringing this concern to our attention. The tow cost was provided by the dealership and the vehicle has been repaired. 

  Thank you. 

  Customer Answer

  Date: 04/16/2024

  I have yet to receive my reimbursement for the towing and after getting vehicle back after two weeks the motor mounts were never replaced (was the issue before the blown engine) so they replaced the engine and used broken motor mounts. Then after 4 days of having vehicle it over heats and is leaking coolant so I had to pay for a Uber to leave vehicle on the side of the road but 2 gallons of coolant to then be told nothing is wrong with my vehicle. Just issue after issue with the service this dealership is doing to my vehicle but the manager of the sales department says they are going above and beyond for me just seems like they are doing the bare minimum to get my vehicle running then sending me on my way and not fixing all of the on going issues. 

  Business Response

  Date: 04/24/2024

  The customer's vehicle was towed back to the dealership to undergo further diagnostics. The customer is also in contact with the management team who has received the previous towing bill which will be addressed. 

  Thank you. 

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2022 Honda Civic at Autonation Honda in Chandler, AZ in February of 2022. The vehicle is the sport touring model and comes with a manual transmission. I have been driving Manual Transmission cars for over a decade. My car has 28,000 miles on it and the clutch wore out. I took the car to Autonation Honda in Tucson, az. Honda said that it is not covered by the warranty and that it is my responsibility. They suggested that I rode the clutch and implied that I am inexperienced in driving manual transmission cars. Both the 2020 and 2021 model honda civic's manual transmission clutches were determined to be insufficient. As evidence is TSB 22-017 ************************************************************** Despite this past evidence, Honda refused to cover the cost of the new clutch. the cost is over $3,000. They did not offer me a "goodwill" which I understand they sometimes offer. I believe they are making faulty components and blaming customers. I am taking the car to a different auto shop so that Honda does not get my money. I would like Honda to pay me back in full.

  Business Response

  Date: 11/20/2023

  Thank you for bringing this concern to our attention. After the vehicle was diagnosed with a worn clutch, the dealership reached out to American Honda Motor Co. Inc. in an attempt to procure their assistance in paying the cost of its replacement. However, Honda declined the request. Unfortunately, the customer will be responsible for the cost of repairs as designated by the manufacturer. 

  Thank you. 

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on July 29th, 2023 to cancel my extended warranty, as it is shown in my agreement that I have every right to do so. After waiting for several hours, to speak with someone, I was handed a piece of paper labeled Product Cancellation Request and was told that everything was taken care of. Over 45 days later, my bank still has me owing the same amount that I owed them before going in to cancel my warranty. Furthermore, at the time of purchase, I was told verbally that I would have 6 months to cancel my warranty. Upon reading my paperwork, I discovered on July 29th, that my last day to cancel the warranty without prorating the remainder of the warranty had passed two days prior.

  Business Response

  Date: 09/27/2023

  Thank you for bringing this concern to our attention. The
  case is still under review. We will provide a response within 24-48 business
  hours.

  Thank you. 

  Customer Answer

  Date: 09/28/2023

  I spoke with the General manager of the dealership, and all I have is verbal confirmation that they have cancelled my extended warranty. My bank has yet to receive the funds, and I won't consider the matter resolved until either the bank or I receive the funds.

  Business Response

  Date: 10/09/2023

  It has been confirmed that the customer's refund check was sent to their financial institution on October 2nd, 2023. We sincerely apologize for any inconvenience. 

  Thank you. 

• Initial Complaint

  Date:08/21/2023

  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.

  My wife (Judith Kent) and I are the owners of a Honda HRV 2016 purchased at AutoNation Honda. in Tucson AZ. Approximately 1 -2 years ago we received a letter from Honda headquarters regarding the paint on the model and manufacturing year we have. At that time the paint on the car was absolutely fine. Filed the letter in which it stated that we also have 7 years in which Honda will rectify their mistake re :the paint. At the beginning of this year the paint started to crack and peel off .I contacted AutoNation Honda in order to had this problem resolved. and it has been almost 4 months now since I first the Honda dealership, time during which I talked to service Manager ,Scott Evans and recently with parts Manager , Wes,
  Pictures were taken of the problem and I was sent to Dan Auto Paint in Tucson ,AZ. another set of pictures was taken and was told by Honda that they will submit an estimate of the repair to the headquarters and will get the authorization. Since the I waited patiently to hear from the. Talked to service manager ,Scott Evans, several times on the phone and left him several messages. I was told that Dan Auto Paint does not work with Honda dealer anymore and they will have somebody else do the job . I also mentioned to Scott I will need a vehicle since need the transportation.
  As I mentioned , every time I contacted Scott I got a different answer, : they do not have a Auto paint shop yet, they do not have a vehicle to supply me with, it takes a long time to do the job, I will be next in line etc. # weeks ago I was told that during that week I will be called to bring the vehicle in. He also mentioned that he has the authorization from Honda for the job.
  As of today I still did not hear from the. Parts manager , Wes, (or from Scott) who promised me he will give me a response 1 week ago. Nothing from him either.
  On Wednesday the 16th of August I contacted Honda headquarters and they directed me to you.

  Business Response

  Date: 08/24/2023

  Thank you for bringing this concern to our attention. We understand your frustration and apologize for any inconvenience. Unfortunately, there are other customer's that are ahead in the queue who are receiving service. Although we cannot move this customer to the front of the queue, the management team has committed to keep the customer updated on the estimated time of completion. Please note that this estimation relies on multiple variables that may change periodically. 

  Thank you. 

• Initial Complaint

  Date:08/10/2023

  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.

  On June 16, 2023 I purchased/finance a Honda HRV at AutoNation Honda, and my Nissan Rogue was left with the dealer as a trade-in. Three weeks later, I received a call that the financing did not go through and needed to come back to re-signed papers at a higher interest rate, longer-term and higher payment. On July 10, 2023 instead of taking the higher interest rate and a payment I could not afford I was assured by the finance manager multiple times that we could cancel the sale altogether and I could just take my Nissan Rogue and be done.
  After four hours of going around and around with the finance manager, I made it clear that I just wanted to cancel the sale completely and take my old car back. He assured me multiple times that it was on the lot, and nothing had been processed or finalized, I could simply cancel the sale as if it never happened. So that’s what I did. While looking at another car at a different dealership on July 28, 2023, the sales representative and I sat down to see what we could work out. When he checked out my Rogue as a potential trade-in we discovered that AutoNation Honda had paid off my $18,000+ loan on July 24, 2023. (Two weeks after we canceled the sale.) the title was put in their name, (AutoNation Honda), and sent to them from the bank that held my loan, without notice to me. I am currently still driving the Rogue, but fear that it could be taken from me at any moment, and left without any transportation. I also fear that if I need to take out a new loan now, it will be at a higher interest rate than I had before, costing me additional money for their actions. When the sale was canceled, I was assured all contracts were no longer valid. I was even given an ADOT document dated July 10, 2023, showing my name as the owner of the Nissan Rogue. Not only is the first practice of yo-yo financing, completely unethical, paying off and taking ownership of a car that is not theirs is downright criminal.

  Business Response

  Date: 08/16/2023

  Thank you for bringing this concern to our attention. The management team is working diligently to have the vehicle reinstated by their financial institution with favorable terms for the customer. 

  Thank you. 

• Initial Complaint

  Date:07/03/2023

  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.

  On 07/11/2022 I traded in my 2018 Honda Accord that I had purchased from Auto Nation. I went in to cancel my extended warranty on the vehicle I have purchased and was told I did not have the appropriate payoff letter. I went to the credit union that my vehicle was financed through and they could not understand what was wrong with the payoff letter I was provided. They typed up another payoff letter with a little more details and I again went back the dealership on 09/03/2022. I spoke with a different gentleman in finance named Vincent and he took my payoff letter with no questions asked and said I should receive my refund in 6 to 8 weeks. I have made several attempts by phone and going into the dealership concerning my refund with no results. The last time I went in I was told the only person that could resolve this issue for me was on a conference call and my phone number was taken and I was promised a return call. I still have not received any answers. I would like this situation looked into and resolved and my refund money back. Thank you!

  Business Response

  Date: 07/17/2023

  Thank you for bringing this concern to our attention. The
  case is still under review. We will provide a response within 24-48 business
  hours.

  Thank you.