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:07/03/2025

  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.

  On March 29, 2025, I purchased a 2019 Infiniti QX50 with ****** miles on it. I was told to bring the car back within 90 days or ***** miles if I had any problems. I called AutoNation **** and set up a service appointment for June 12, 2025. At this time had a put a little over 1700 miles on the car and was within the 90 days. When I arrived at the dealership and went over the issues with the service advisor, he directed me to take the car to the Infiniti dealership. I did that and was told I would have to leave my car. They put me in a rental car and told me they would get back to me after the inspection. On 6/20/2025 I received a text message from ******** stating that Infiniti was only covering the a/c cooling an under warranty, so AutoNation **** would need to cover the rest of the repairs. ******** sent an email the the sales manager concerning such. Repairs were around $9,000. After numerous phone calls and an email, I spoke with the ***** *******, the sales manager at *************** on 6/24/2025. He stated he had seen the email from Infiniti but not from me and asked me to go over the issues, which I did. He kept asking why I did not bring the car back earlier. I explained I knew I had 90 days and I lived 109 miles away, so I planned this when I had time off. He told me he would check into the matter, confirmed my phone number and stated he would call back. On 6/30/2025, I received a text message from Infiniti that Auto**** Nation would not be covering any of the repairs. I have not heard anything further from ***** or Auto**** Nation since 6/24/2025.I purchased the vehicle with these issues that were discovered and brought to their attention within the guidelines. I am frustraded and disapponted with Auto**** Nation for not living up to their promise and commitment to me as a consumer. This is not what I expected from a dealership and now know better.

• Initial Complaint

  Date:05/01/2025

  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.

  We purchased a Certified Pre-Owned 2022 **** F-150 from AutoNation Ford Tustin and later discovered the crash bars were cut a serious safety defect. This issue was not disclosed despite a perfect inspection report and should have voided the vehicles CPO status. The dealer admitted the defect but refused to exchange the vehicle unless we paid $2,000 more for a different car. They refused to replace the missing bars when we asked about ******* husband is a first responder, and we needed a safe vehicle. Instead, we lost two days of work, wasted fuel and time, and had to return the truck ourselves. The dealership has refused to reimburse us or apologize for this breach of trust.We seek:Reimbursement for lost time and fuel and a hard credit inquiry.Accountability for failing to certify a safe vehicle.A formal investigation by BBB into AutoNation Ford Tustins certification and sales practices.Assurance that this unsafe vehicle will not be sold as CPO certified

• Initial Complaint

  Date:02/24/2025

  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.

  I cancelled my tire protection plan and it has been almost 5 months that I am still waiting for the refund:Safe Guard(tire protection provider) says they sent the payment to Autonation Ford Tustin.I visited the store, I called, I sent 3 emails in total directly to the Finance person, *****. I am still waiting for $330.59 refund.

• Initial Complaint

  Date:10/22/2024

  Type:Order 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.

  Date: Nov. 26, 2023 When buying a used car they misrepresented the add on services as being free. I did sign for them, but thought they were free. I explained I could pay cash for car, but wanted to establish credit. I planned on paying off car within the year. Car was $14, 698 I put down $8000 and have since paid $5000 in payments. When I went to pay off car I went into website (which I could not access for the first 10 months for some reason. I reset. Sent for resets, but nothing worked) Recently tried again and was able to get in. At this point I noticed the contract said I had financed $18,415.88! All the extra services they tacked on added up to almost $10,000 which was then added into the amount financed. So instead on financing $6,698 plus tax and license and fees it was $18,415.68 financed. For a total of $24,659.28 in total payments. I went to dealership today and put cancellation on all add on's, but they would not take that amount out of what was financed and the amount being cancelled will be pro rated and sent toward the principal. I feel that the financed amount is more that it should be because it is based on almost $10,000 more financed than it should have been. Still trying to payoff car, but don't know the total because they would only take off add on's and that is 8 weeks out to find out the amount it will be pro-rated to. Paying a lot more than what the saleman verbally inferred and what was expected.

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  On May 18, 2024, I bought a new car and traded in my ****** Sentra at AutoNation Ford Tustin, ************************************************. At the time of trade-in, I had one remaining payment on my ******'s loan. As part of the new vehicle contract and trade-in agreement, **** agreed to payoff the remaining balance on my ****** Sentra, one payment totaling $355.99. On, May 28, 2024, before **** sent in a payoff amount, ****** automatically withdrew the final payment from my checking account and closed the account. I contacted **** seeking a payment in return as per the trade-in agreement and was told that they would send me a check totaling the amount that I paid. I never received a check. I contacted **** multiple times over the course of July and was told by a finance representative, *******, that instead of sending the payment to me, **** had sent the payment to ****** finance, the ****** loan holder, and that it was ******'s responsibility to send me a check for overpayment. I contacted ****** and they said that it would not be possible for them to accept a check because the account had already been closed after my final payment. ****** indicated that any check that **** sent would have not been processed and returned to ****. After informing ******* about this, he said that he would provide proof that **** sent a check. He was supposed to send this proof to my email, but never did. I then attempted to reach him multiple times, including today, and he has never returned a call. **** owes me the final payment for the ****** per our trade-in agreement, they have remained unresponsive, unhelpful, and diverted accountability at every attempt to resolve this issue. Each call has been a different story along with additional lies from each respective sales/finance representative.

• Initial Complaint

  Date:08/15/2024

  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.

  I purchased car from **** Autonation in Tustin, August 18 car started having lights turn on, I took the car in to **** where i purchased it on august 30 2023. it was still under the dealers bumper to bumper warranty at that time. **** to be checked under tha bumper to bumper. warrant. They were unable to diagnose . told me hopefully a 1 time fluke. they sent it to acura dealer to see if their computer diagnosis system would pick it up. Acura was not able get a diagnosis reading on their system either. They filled the resevoir that was empty. looking back it emptied from the date of purchase end of july to august 30. i expressed i was worried it would happen after bumper to bumper warranty expired. i was told i could buy the extended warranty. so i walked into dealer and purchased extended warranty. the car is doing the exact same thing again. this time i took it straight to acura dealer. they diagnosed it as leaking cooling system to the ************* battery / Hybrid component. ) this is why symptoms showed with extreme heat. and the same resevoir was empty , ***** times in 2023 and 2024 the codes the computer gave were identicle .therefore it was the same issue in 2023 as in 2024. it was. not diagnosed until 2024. but the same codes , symptoms , empty resevoir were there when it was under warranty. .

• Initial Complaint

  Date:08/03/2024

  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.

  7-26-2024 car was at 2 auto nation **** and they say needed to be there since they needed to order parts and on 7-31-24, Wednesday received call that 2016 **** focus was ready @ time at 5pm and said needed to be there before 6 pm by ******* and we got there to pay @ ******* and left place. First day drive and return from putting ; car start to do same thing ; temperature going up and warning to pull over safely and I do so ( even stopped at street turning lane since no closer areas were available ( I stop with hood ajar to cool car ) then I pull to near shopping area and called auto nation let them know that car is having dane issue that went to auto nation service in first place. Service advisor ************** spoke to and say to bring car next day since service adviser ******* was off. Next day 8-2-2024 I go there 7:45 am since told to bring early like 7 am or 7:30 am and I just got off work at 2 am. I go there @ 7:45 am arrival time and she checks my car in @ 8 am and I tell her to check fuse since I tell her I could not open fuse box which was impossible to open at that time. Also fuse was purchase at auto nation **** prior month with same overheating issue and person service that fuse placement did not secure properly and was loose that is why over heating not other repairs that cost ******* and they would not let see old parts or refund any money. Even service manager ********************* came in when ******* talked to him and she seems to get excited when he came to auto nation. When I spoke and explain and he knew situation since I left message on his phone at 3 pm . He never return a call or came in to check the service area where no one seems to be there. I need to go there since worried they would mess up cat like they have been messing up to ruin or add service which was not there. Or exist to drum up business to take money from innocent unsuspecting people. There seems to be unruly *** and sharing going on at this place ; ******* walks more wiggle and off

• Initial Complaint

  Date:05/10/2024

  Type:Sales and Advertising 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.

  Falsified documentation, did not render title or registration after paying the vehicle in full (it has been 90 days). Harassed and threatened me by saying they are going to "ruin my credit" and "repossess" my car if I do not talk to the financial institution of their choice.They also said their company **** Credit had "lied" to me.

• Initial Complaint

  Date:04/12/2024

  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.

  I came in 04/11/24 for a test drive on a Mach-E and was told by my sales men they would work with me. Instead they wanted to put me together. The numbers didnt make any sense. I was told I was approved the first time. Then my sales man comes back and tells me I am not approved. Honestly bad experience. Went home disappointed I should have known better. I also saw that they ran my credit multiple times when I only wanted to make a deal with what they brought me in for. Aka the Mach E and a good lease option. Horrible experience.

• Initial Complaint

  Date:01/07/2024

  Type:Product 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.

  8/22/2021 I pre-order a bronco at the store 3/29/2023 it was cancelled Nov-Dec 2023 I tried to get the refund and I have contacted two employees at this store. they ignored my request