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:11/18/2024

  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.

  bought a used 2015 f150xlt from autonation/subaruwest on 1/13/24 . At time of purchase a 3 yr unlimited mile platinum warranty was offered and purchased as well - was told if anything goes wrong at in the next 3 yrs bring it in , it'll be fixed . 1st wk ,1st driving it besides home - check engine light on mis firing and stalling. replace cyl3 plug and coil myself to avoid dealer . this 1st time driving since received , less than 100 miles. does ok fror 2 days . check engine light back on , turbo failing , misfiring , no acceleration - take to autonation -they have truck for almost 3 months - comes back with attached fixes- less than 4k miles later - same thing is happening- take back in - thru all this the defrrost does not work either , never had that I'm aware of (won't fix this either and say warranty doesn't cover) after over a month of being there , they will not cover anything or fix it.they will not tell me whats wrong with it ,let alone fix the problem in the first place( just covered it up with minimal fix - bandaid-) -same ignition, plug , coil, turbo issues -0 same thing as last time - telling me now its the plugs and coils -throttlebody ( they changed 2 plugs and coils the first time ) because they are old - were they not old 4k miles ago when they changed half out but not all- still not telling whats wrong with it - the sanme issue it had when it went in the first time- GM of the place wont call me back - salesman says i'm past the 90 days of returning - coundn't - they had in their shop - warranty fraud - lemon law, bandaid cheap as possible fix , not addressing the cause ( needing all plugs changed as well as coils and throttlebody) and fix defrost - they want over 5k , and have my truck, to fix what should have been done in the first place . Trying to charge for a rental that does not meet needs and being parked miles away - not 4x4 or AWD , them knowing our must have to make it home . complete lack of communication and respoinsilibiltyfx it please -

• Initial Complaint

  Date:09/12/2024

  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.

  Brought vehicle in for repairs on July 22, 2024. Took about one week and was told that a leaking transmission and cracked EPF would repair the issues of backfiring and shifting issues also shown that bushings needed replaced. Charged $5,850 for repair. Picked up vehicle on August 9th 2024. Vehicle had same issues on drive home and subsequent trips. Returned vehicle on August 20th. Received call from Service Advisor on August 22 that they were able to replicate issue but had not diagnosed cause, potentially bulkhead wiring. Said they would need to drive vehicle to get hard code in order to diagnose. No contact from advisor. I called to get status on September 5th. Advisor finally returned call on September 9th. Said no hard codes nothing had changed. Requested to get refund on prior repairs that did not fix issue. Advisor said he had to contact higher *** and would call me on September 11. No Call back. Called on September 12 and advisor said car was ready for pick up, not repaired but nothing to be done until hard code came up. Contacted Service manager **** who said nothing they could do until hard code and refused to offer refund.

• Initial Complaint

  Date:07/10/2024

  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.

  We purchased a vehicle from this dealership and traded in a ****** 4Runner in the process. It has been over a month that the deal was completed and the bank with who I had the 4Runner loan with has yet to receive payment from this dealership. They have our vehicle and have not paid our loan. I have attempted to call multiple times and keep getting the run around that a check was sent (this was almost two weeks ago) and latest calls no one would take the call. We keep getting told that someone will return the call but they never do. At this point, we just want to receive a call back with direction on how this will be addressed immediately. In our eyes, it feels as if they have "stolen" our vehicle since we now have two loans and a month later the issue is not resolved.

• Initial Complaint

  Date:06/26/2024

  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.

  I am writing to formally lodge a complaint against AutoNation Subaru West for their failure to issue payment upon the sale of my car, citing an alleged cyberattack. On June 26, 2024, I completed the process of selling my vehicle to this dealership. At no point during the initiation or completion of this process was I informed of any issues that would prevent immediate payment.Upon finalizing the sale and handing over my car, I was abruptly told that they could not issue my payment on the spot due to a cyberattack affecting their systems. This critical information was withheld until the very end of the transaction, leaving me without my car, without cash, and without any concrete assurance of when I would receive the funds.This situation has caused me significant inconvenience and financial distress, as I urgently needed the funds to complete another important task. Despite the gravity of the situation, AutoNation Subaru West has shown no willingness to provide an alternative payment method or to make any meaningful efforts to rectify the issue.The dealerships lack of transparency, failure to disclose significant issues impacting payment, and inadequate customer service are unacceptable and unprofessional. I am requesting that the BBB intervene to ensure that AutoNation Subaru West promptly issues my payment and takes responsibility for their actions.Desired Outcome:1.Immediate issuance of the full payment owed to me for the sale of my car.2.A formal apology from AutoNation Subaru West for the inconvenience and distress caused by their actions.3.Assurance that they will implement better communication and customer service practices to prevent similar incidents in the future.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this issue.

• Initial Complaint

  Date:05/14/2024

  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.

  On July 19, 2023 I purchased a certified pre-owned vehicle from auto-nation. Upon purchasing I ensured to ask for the vehicle history including accidents and recalls. I was reassured and provided paperwork from their body shop stating that there were no open recalls on this vehicle. The first red flag was the messed up paperwork, they completed my sale with the incorrect loan/lien information. On August 7th, 2023 the vehicle broke down while driving on the interstate. When purchasing the vehicle, I also purchased their vehicle protection plan and tire protection plan, in which they also assured me the vehicle would be covered at over ****** auto-nation location's. When attempting to get the tow through their plan, I was told there was no auto-nation locations in ******** that could service my vehicle. I paid out of pocket to have the car towed to Foundation *** which could not be serviced until 09/28/2023. When the vehicle was finally inspected, there were multiple open safety inspections over a year old at the time. (2021 & 2022) Had I known this and been given a disclaimer at the time of purchase, I would have reconsidered safer and more reliable options. During the time in between, I made multiple attempts in various different ways to get ahold of the General Manager, Used car sales Manager, sales associate, etc. to help make the situation right. In each instance I was ignored. I was promised call-backs, had numerous ignored emails, told no one was qualified in the building at the time to help me, etc. I reached a dead end, I felt deceived and taken advantage of because of my age. After having the vehicle for almost a year, ive been left empty handed about half of the time with no solution. *** tried reaching out over the months and have received nothing back.

• Initial Complaint

  Date:10/31/2023

  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.

  On Dec 21, 2021 we took our 2017 Subaru Forester to AutoNation Subaru West in ******, **. We had purchased this vehicle (and other family vehicles) from AutoNation West, and we always used them for all service and maintenance work on all of our vehicles for many years. The work performed on that date is described on the invoice as "***** Forester Condenser Replace" which was a recall action initiated by Subaru.On July 26, 2023, my wife *********************** was driving the vehicle on I-70 near Vail Pass, **. There was heavy construction traffic that day, and she was idling frequently on the highway that day. After some time of this, the vehicle broke down and we had it towed to the closest Subaru dealer (Groove Subaru) in ************, **. The inspection report from Groove Subaru states: "Vehicle overheated on Vail Pass - red temp light came on and then all dash lights came on moving at slow speeds. Customer popped hood and noticed fluid leaking... Verified engine overheats, inspected and found COOLING FANS BOTH ARE UNPLUGGED SO THEY WILL NOT TURN ON, tested system and found hydro carbons in cooling system, head gaskets have been damaged from overheating and need to be replaced."None of the standard maintenance (oil changes) performed on the vehicle between Dec 2021 and July 2023 would have involved disconnecting the cooling fans. It appears from the evidence that THE COOLING FANS WERE NOT PROPERLY RECONNECTED AFTER THE RECALL WORK WAS PERFORMED by AutoNation Subaru West. The vehicle had never had an occasion to overheat in the intervening time, but our luck ran out during that construction delay on I-70 in July.AutoNation owed ** a duty to re-connect the cooling fans on the vehicle after the Condenser replacement, and they failed in that duty. AutoNation has declined multiple times to take care of the repair costs incurred as a DIRECT RESULT OF THEIR NEGLIGENCE in performing the repair, which in total cost us well over $4000 in total.

• Initial Complaint

  Date:08/22/2023

  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.

  On June 12 I filed a request for a refund for an extended warranty and prepaid service plan because I sold the vehicle. I have gotten no status updates since then, despite numerous emails, phone calls, and even an in-person visit.

• Initial Complaint

  Date:03/03/2023

  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.

  Bought a used (****mi new / *****mi current) 21' Jeep gladiator 3/18/22. Dealer agreed to and acknowledge issues that needed attention the day of purchase an within first few days I accepted the vehicle and within the return period. Some issues were resolved and other issues have propagated into larger issues that have led to the vehicle seeing 30 days of service over less than 1 year. Attempting to seek compensation from the largest dealer network in ******* for my days out of work or future protection yields no resolution or help. Vehicle bought 18th and first service was 23rd of the same month for issues discussed at time of sale. More and other problems continue since. Service documentation available upon request.