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:11/07/2024

  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 a 2005 Crossfire SRT-6 that by all accounts was clean based on feedback I got from the agent I was dealing with and the carfax report. I wasn't told about a single issue this vehicle had during the mechanical inspection which listed a slew of issues on the report that was included inside the envelope they provided. The dealer decided to only fix the easy and cheap fixes instead of addressing all the issues this car had.Another issue I had was a lack of communication during the remote purchase process which took over 2 weeks to finalize a deal. The finance manager was almost impossible to get ahold of except for when she needed something from me like more money for a down payment. The crossfire looked like it spent its whole life outside in the sun and even though the carfax report showed no signs of an accident I could clearly see the bumper was hit and dented. The spoiler needs to be repainted as well as the front and rear bumper none of these things were mentioned by anyone. All I got was the good old dishonest dealer side talk.When I eventually got the car into a local trusted mechanic who happens to be a crossfire mechanic said it needed over 4.5k in repairs. All I wanted was a fun summer ride and trusted this dealership to be honest and disclose everything about the car I was buying and of course I paid the price for ****** of the managers named *** on oct 21 said if I could send them a copy of the repair bill and they will see what they can do. Oct 30 I sent the estimate over to ***** ******* sales agent who dropped it off to his boss. Since Oct 30 I have called *** numerous times leaving messages regarding the estimate and if they could help with any of the bill and nothing but silence. I feel they knew of the issues and hid them from me on purpose. The sales agent ***** has also completely shut off communication. Either the mechanics are completely useless or the sales team utterly dishonest or both. Thanks for the lemon!

• Initial Complaint

  Date:11/05/2024

  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.

  In August 2024, we purchased a 2012 Kia ******* from AutoNation Honda, relying on their 50-point inspection. On October 26, the vehicle abruptly stopped working in less than 2 month / ***** miles. We originally believed to be a battery or starter issue. We replaced these and engine would still not start. After further troubleshooting, we found the engine was completely out of oil with no low oil or check engine lights. Our code reader showed no faults, which points to faulty computer warnings that should have been addressed in AutoNations inspection.On October 28, we spoke with General Manager *** ****, who was dismissive, citing the car's age and stating they wouldnt help. and showed me the door. He was not at all willing to even listen to the issue or what we are requesting. Repeated calls and emails to the ** and AutoNation corporate have gone unanswered. After waiting over a week without a vehicle, we towed it to a family mechanic for diagnosis.AutoNations initial inspection also missed other issuesairbag light, alignment, and windshield fluid sludgeall corrected at our request after purchase. These oversights lead us to believe more critical issues with the engine and dashboard alerts were missed. Given the rapid oil loss, we fear a serious engine problem that could have been caught before sale.We ask AutoNation to cover necessary repairs identified by our mechanic related to the engine and safety warnings and two tow bills (Oct 26 and Nov 5) we incurred. We are open to discussing repair support, credit, or a refund if the engine is unrepairable. AutoNations failure to respond, dismissive handling of concerns, and lack of follow-up call into question their commitment to customer safety.

  Business Response

  Date: 11/22/2024

  I've spoken to the customer but please have him call my cell at ************

  Customer Answer

  Date: 12/01/2024

  For case ID number ******** the GM of this lot still has not resolved this issue. I thought we had a resolution when he finally returned my call on Nov 22. He said he would then call and arrange for resolution on Tuesday Nov 26 but he has not called or returned any calls since then. I was going to respond on this case once we reached a fair resolution but unfortunately, we still have not found one. I will continue trying to get ahold of him but is it possible to re-open this case since it is not resolved? 

   

  Thank you

  *****

  Customer Answer

  Date: 12/04/2024

  Thank you, finally today we reached a resolution. And we can close this case. 

  They reimbursed us $1000, not great but its better than nothing and we can move on. 
  

• Initial Complaint

  Date:09/26/2024

  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 brought my 2019 Honda odyssey in for service on Monday September 23, 2024. I needed an oil change and tire rotation. I also asked them to diagnose a power lock that was not working on the rear passenger door. I also asked them to diagnose the trunk button not working. The last thing is I recently replaced my battery and since doing that the lights (collision detector system) on the dash are flashing. I asked them to diagnose that as well. Later that day I was notified by text that there was photo and video to look at regarding my vehicle. The video would not play and the photo was a list of problems reported by the vehicle (I think?). Then I received a text saying I had recommended service. They said the lock motor needed to be replaced on the passenger rear door and the camera needed to be adjusted for over $300 to diagnose the blinking lights. The trunk issue was not mentioned. I texted and called my service advisor around 430 to ask some questions about the recommended work on Monday afternoon. Tuesday morning I texted my service advisor again and called him and left a message. After no response, I called multiple phone numbers that were given on various answering services. Called again on Wednesday morning and Thursday morning and left multiple messages. I also tried contacting sales who I could talk to but either was hung up on or never called back again. I'm still waiting for the dealership to get in touch with me and now I cannot access the recommended work. I'm still waiting for a call and they have my car. I'm willing to pay for the maintenance I had done, but I am not willing to pay for the $100 diagnostic fee for each of the three problems for a total of $300. I'm also hoping I'm able to get my car back today after I ride my bike or **** to the dealership.

• Initial Complaint

  Date:06/28/2024

  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 have been trying to contact Honda ************************************ regards possible warranty repair. I've left NUMEROUS voicemails at the warranty desk, and even at the General Managers desk. I have not heard a response. I have sent MULTIPLE chats online through the Honda ***************************************************************** phone immediately, and have not heard back. I had to purchase the part and get the repairs done OUT OF POCKET, when the repairs should have been covered under warranty. I have been a long time Honda owner, and have never had such issues. I'm extremely disappointed.

  Business Response

  Date: 07/17/2024

  I REACHED OUT TO ********* 7.17.24 SPOKE WITH HER ABOUT ISSUES. CUSTOMER HAS NEVER BEEH HERE FOR SERVICE HER COMPLAINT WAS THAT SHE COULDN'T MAKE A OPPOINTMENT.

  SHE WENT TO An AFTERMARKET PLACE AND HAD WORK DONE SHE BOUGHT ALTERNATOR FROM HONDA DEALERSHIP IN ******* AND PAID THEM LABOR. SHE WANTS AUTONATION TO REINBURSE 

  HER FOR REPAIRS BUT SHE HAD WARRANTY BUT DIDN'T USE IT ON THIS REPAIR. I STATED I WOULD TRY TO GET WARRANTY COMPANY TO COVER REPAIRS BUT NO GUARANTEE BEING ITS SUPPOSED TO BE CALLED IN OR SUBMITTED BYCOMPUTER  

   

• Initial Complaint

  Date:06/26/2024

  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 took my car in for ** issues. It was a temporary solution they did. I was originally told it was under warranty.. ***** said he would make it right and fix it and order the ** harness. The part was suppose to be there on Tuesday 6/18. Attempts to call ***** and ********************* have been unanswered. I called corporate to file a complaint on Tuesday 6/25. This was suppose to be done before a road trip to the Midwest on 6/28.

  Business Response

  Date: 07/08/2024

  THE PART IS HERE REACHED OUT TO CUSTOMER ****** WENT TO VOICEMAIL LEFT MESSAGE FOR HER TO REACH OUT SO WE CAN GET IT DONE 841 AM 

• Initial Complaint

  Date:12/31/2023

  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.

  On November 17th, my 2021 Honda Insight ran into multiple critical dashboard errors and became stalled / inoperable. I called Honda Roadside (since my car is still under the 3 year warranty) and had it towed to the nearest Honda dealership, Autonation Honda 104. Aside from getting a text from Honda Roadside that my tow was completed, no one from Autonation Honda contacted me, which, as I figured out is a trend with AutoNation.After initially claiming I ran out of gas, the issue was determined a couple days later as a fuel pump harness cable that was a snack for a rodent of some sort. A cost estimate to replace the entire fuel pump harness was over $900 and I was told at that point the part would take a week to get in (so far, this is almost a week they've had the car at this point). I was under the impression the part was ordered at this point. A claim was made with my insurance and the following week an auto appraiser went out to the dealership and a claim estimate was put together. I was under the impression the part was still ordered and on it's way. This is just shy of two weeks the car has been with AutoNation. Meanwhile a payment was made from my insurance to Autonation that same week. No word for almost two more weeks. Followed up, the part isn't even the correct part for the car.So, and I was told with certainty, the (correct) replacement part is ordered and expedited and will arrive Wednesday (the 20th) and the work would be completed by the 21st for the car to be picked up. I've gone through the Service Manager, ***, and the **** with limited success.We are at Dec 29th now - a full 6 WEEKS after initial dropoff), the work has not even been started and the tech is finishing up with another vehicle and mine is "next up" and should be finished Saturday.And this is the brief version as BBB has a character limit.

  Business Response

  Date: 01/03/2024

  We have been trying to get this done as fast as possible.  PArt the 1st time was ordered and came in wrong.  We had to reorder the part on 12/22/23 and it arrived on 12/26/23.  With the holidays they were not able to get to it right away but it is in process and we hope it will be done today. 

  Customer Answer

  Date: 01/03/2024

   
  Better Business Bureau:
  
  While I have reviewed the response made by the business in reference to complaint ID ******** and disagree on the expediency and effort put forth by the dealership during the repair timeline, the work is completed and I have spoken directly with the dealership.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  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.

  In August of 2023 I sent a formal request to cancel certain line items of my extended warranty after I got all those benefits by refinancing. I was told by the extended warranty department (*********************** and *****************) That I would be refunded in 8 weeks. It is now December 19th and not only do they refuse to answer any of my emails requesting an update, but I also have not gotten my refund.

  Business Response

  Date: 12/20/2023

  Spoke with **** and he did not purchase from this location.  Waiting on his call back to help him get in contact with the correct location to resolve the issue.

• Initial Complaint

  Date:01/24/2023

  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 bought a new 2022 honda civic from autonation 104 in July of 2022. On 1/1/2023 my dashboard warning lights from different sensors came on and would not go off. The battery discharged and I had the car towed to autonation 104. They replaced battery but car still had dashlights come on. I returned car to autonation and they claimed that a third party installation from car toys in northglenn was to blame. I had the car towed to car toys, they removed the alarm system but couldn't get warning lights to stop and blamed autonation 104.I towed car back to autonation and they replaced some fused, charged me $221 but car still was not fixed. I returned car to autonation and it has been there since 1/10.They claim the car is no longer under warranty due to third party tampering. They claim that a bcm module and a harness cable need to be replaced.I have called multiple times to get an update but they will not answer nor return my calls. This has been the horrible experience.They claim I am not able to get a loaner car because of my age and refuse to help me, only stating I can go rent a car.I need help to get my car repaired and back to me as they have made no commitment on a delivery date for replacement of parts and repairs.Please help me get some resolution on this.

  Business Response

  Date: 01/27/2023

  I am currently working with the customer to resolve all concerns.  Thanks

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18889375
  
  I am rejecting this response because:

  Although we have received phone calls from autonation honda 104 they have not told us anything new or even a commitment on when the car will be repaired.  They also have not provided me with any alternative transportation and I have now been 27 days without a car.

  I have requested that they give me a full report on root cause of the repairs required but they keep telling me that they will wait till all repairs done.  This is quite frustrating because they are claiming that Car Toys is at fault for the repairs and I need a full technical report including parts replaced to show to Car Toys so they can pay for repairs.

  Thus I am still in a holding pattern receiving calls with no new information on when my car will be repaired.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/01/2023

  We are still in talks with the customer on this concern.  The issue is that the vechile was taken to CAR toys to have an after-market product installed which whn done the wires were cut.  This voids the manufature warranty and CAR Toys should be responsible for the repairs.  The grandfather told us to get hte parts ordered which we have and as of todya they are still on back order.  We also are working with Honda to see if anyway possible to get this covered under warranty.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18889375
  
  I am rejecting this response because:

  My car has now been in your shop 1 month with no commitment on completion of repairs.
  

  I have been requesting a timeframe when the parts will arrive from Honda and I have not received any valuable information.  The return messages or calls are always the same, that you don't know when it will be available.  Even the replies to this BBB complaint are the same message which is not of any value.
  

  I have requested that a root cause report be produced so I can take this to Car Toys so their insurance can cover the cost of repairs if it is proven that they are at fault.  There is some parts of this whole endeaver that should be under new car warranty but Autonation Honda 104 is ignoring the whole warranty and claiming that someone else is to pay.  This is a new car with 36 months of full warranty.

  I also instructed to have all parts that are removed to be saved so they can be shown either to Car Toys or to a court judge.  You must save all parts per my request.  I came to your dealership and you are now telling me that you can't find the *** module that you removed.  This is unacceptable and you have been instructed to have all components saved that will be replaced.

  WHEN WILL I GET A REPORT TO SHOW TO CAR TOYS???
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/10/2023

  On 2/10/2023 at 3:10 PM we sent copies of the ** stating the findings when inpecting the vehicle.  Also to be clear, we the Dealer do not have autoirty to approve or deny warranty work.  That decision is 100% the manufacturer to decide.  Yes, the vehicle has a 3 year or ****** mile warranty that covers manufacture defect, but the warranty is subject to manufacturer final approvals.

   

• Initial Complaint

  Date:10/30/2022

  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.

  On July 23, 2022, I purchased a vehicle from AutoNation Honda 104th. It was a great car buying experience until I changed my mind regarding the Optional ******************* I had purchased. The next week, I called the dealership and left a message to begin discussing the cancelation process, which they assured me I could do, but I did not receive a call back. On Monday, August 1st, I went in person to cancel the ************ Protection, Extended Warranty and Windshield Protection plans. I was then informed that I could not cancel the Windshield Protection, priced at close to $1000 because it was a product, like window tinting, that had been applied to the windshield, and could not be refunded. That was news to me because a 'product' was never mentioned during the negotiations. Also, they had the vehicle pulled up near the show room so it was in my view while finalizing the last details of the deal and while I hunted for insurance. I signed the paper, got the insurance and went home. When was the product applied? I called multiple times over the next couple of weeks to speak with someone but never got a call back. The *************** Warranty for the *********************** Protection states, in section 1. C. Windshield Protection Product may only be purchased at the time of Vehicle sale or upon installation of a new front windshield with proof of installation. I have not received proof of installation, can't see any film or product on the windshield and haven't received a call back from the dealership. After doing more research on windshield protection products, not having proof of installation of the product and knowing the car never went in for service for product installation, I want my money back.

  Business Response

  Date: 11/02/2022

  We have attempted for 3 days to contact the customer to discuss the concerns and go over options.  We have not heard back to date.  Thanks

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18335383
  
  I am rejecting this response because:  I reached back out to **** at AutoNation Honda 104, Monday 11/14, Tuesday 11/15 and today,  Wednesday  11/16, leaving messages on his voice-mail but have not received a call back. Not too surprising but still disappointing. 
  
  Sincerely,
  
  Star ********

  Business Response

  Date: 12/02/2022

  We have made contact with the customer and she will be in at 3:00 PM today to get the documents needed.  All should be resolved at this point.

   

  Thanks 

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18335383
  
  I am rejecting this response because: Nothing is resolved at this point.

  I was able to connect with AutoNation Honda 104th by phone and then by email on Friday, December 2, 2022.

  They provided me with documentation that they claim reflects the work that was done on my vehicle, the Windshield Protection Program (WPP) Installation records.

  The problem is, my car was not in their possession on any of the days listed in that documentation.

  I purchased the vehicle on Saturday, July 23,2022 and only returned to the dealership on Monday, August 1st to cancel the warranties I had purchased. Again, the car was purchased towards the end of the day on a Saturday, and the service department was already closed before the sale was complete. The salesman was kind enough to pull the car up to the showroom so I could see it while I was finalizing the paperwork and shopping for insurance. After I left that night, after 8pm, I did not return to AutoNation Honda 104th until Monday morning, August 1st at 9am.

  I am not sure whose vehicle they serviced and recorded in the log sheet that was sent to me, but it wasn't mine. I don't appreciate this attempt to deceive me and make this matter "go away" and I am aghast by this false and recently modified documentation that I was sent.

  The conclusion to all of this is - the work was not done, and I want my money refunded since I canceled the protection within the full refund requirement date.

  
  Sincerely,
  
  Star ********

  Business Response

  Date: 12/14/2022

  A full refund has been requested and being processed.  

   

  Thanks 

  Customer Answer

  Date: 01/06/2023

   
  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. I will write to you again once the refund has been received. Thank you for your support in this matter.
  
  Sincerely,

  
  
  Star ********

• Initial Complaint

  Date:09/21/2022

  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 bought a ********************************** late March 2022 and within a month of driving, the vehicle broke down (severe issues shifting). I had the car towed to the service shop. There, the mechanics refused to work on the vehicle, saying that I needed to take it to **** and that there was no AutoNation warranty that would cover the work - this was a lie, I had a 90 day warranty. I finally took the car to a **** dealer, where the entire transmission was rebuilt (~$5k of work). However, now the vehicle needs a new TCM (transmission control module), but the mechanics at **** tell me it will be a full year before they expect to get the part. I reached out to the used car manager at AN, and asked if they could take back the vehicle or help in any way - he refused and said that he would talk with another manager and 'see what they could do'. A week passed, and I called again - I called 20+ times and left a message for him every day for 10 days before he finally answered and talked to me. When we spoke he didn't even remember what part I needed. After several more unanswered calls/messages, I filed a complaint with AN corporate. I never received a response from AN corporate, but a couple weeks later the sales manager called me. I again asked them to take the vehicle back, but he refused, denied that AN did anything wrong, and said he would try to find a used TCM. It's been another two months since this interaction - I've tried calling several times and left messges, but have not heard back.AutoNation prices most cars above the top end of KBB value, but sold my car to me at the low end of KBB value - I think they knew there were issues with the car and sold it to me anyways. I've spoken with 6 different people at AN and each one has persistently ignored me and my requests. I want them to take the car back.I've spent $12k on the car, $1000 in insurance, $500 in towing+repairs, and $2000+ to cover expenses from not having a vehicle all to drive the car for a month.

  Business Response

  Date: 09/22/2022

  Good Morning

  Both my GSM and Used vehicle manager have spoken with ****************** on several occasions.  We have attempted many times to locate the part that is needed but with supply issues we did not have any luck and the same attempt was made by the **** Dealer.  We cant control the supply chain and have to wait for any part that is delayed.  Returning the vehicle is not an option.  

   

  Thanks