Business Profile

New Car Dealers

AutoNation, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for AutoNation, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

356 total complaints in the last 3 years.
176 complaints closed in the last 12 months.

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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:07/31/2024
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.
I took my vehicle to Autonation ************ in *******,** on June 17 for a diagnosis and found out I had issues. This is July 31 2024 and still don't have my vehicle back. That's over month and a half..They don't call back don't keep you updated and make excuses on when my vehicle will be ready. I had plans on buying a vehicle from them,but that idea is out the door
Business Response
Date: 08/09/2024
Thank you for bringing this concern to our attention. The customer was provided a loaner vehicle while the service department awaits approval of repairs from the warranty provider.
Thank you.
Customer Answer
Date: 08/20/2024

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.

Sincerely,

*******************
Initial Complaint
Date:07/29/2024
Type:Sales and Advertising 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.
This will be the THIRD time I've found a vehicle online through AutoNation and requested for purchase and their representative stated that the advertise price was wrong, then they marked up 10K then tried to sell me the same vehicle. I would like to see this investigated due to what they called a "human error". I'm an avid car shopper and enthusiast. I see a inconsistency on false advertisement to obtain the publics information. I have saved photos of the latest transaction that was cancelled due to wrong advertised price. What rights do the consumers have when an advertised price online is not the price we should pay? This company should be held accountable for their actions. Thank you.
Business Response
Date: 08/05/2024
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:07/28/2024
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.
********************* After Sales Director AutoNation **** 2515 Mt. Moriah Rd.***************** Re: Repairs done on my vehicle that didn't fix the problem Invoice Number: ****** Regarding my 2010 **** Mustang. I reached out to ****** Tuesday 6/26/24 after I picked up my vehicle stating that I didnt make out of ****s lot without my vehicle turning off but I have yet to here from the tech or the manager. I have video of me sitting in the lot and the car doing the same thing as my original concern. This has been an ongoing process since March 17,2024, and after all this, I still have to find someone else to repair my vehicle. I would the company to reimburse the $1289.30 I paid for work that wasn't needed on my vehicle and didn't fix the problem.
Business Response
Date: 08/07/2024
Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.
Thank you.
Customer Answer
Date: 08/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am patiently waiting on a resolution

Sincerely,

***************************
Customer Answer
Date: 08/12/2024
Why is my claim showing closed but I have to receive a resolution?
Customer Answer
Date: 08/28/2024
I never agreed that I was satisfied with the complaint my response was that I was patiently waiting on a resolution so I was my client closed out?
Initial Complaint
Date:07/27/2024
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.
In September or 2023, I purchased a ***** CX-9 from AutoNation in ***********. Sadly in February, I was t-boned by a speeder, and my car was totaled. I had purchased a Vehicle Protection Plan for $4646 and $1200 for ************* as evidenced in the attached documentation. After the insurance claim was processed by USAA, I was told that ********************** would handle the gap insurance for the remainder not picked up by my insurance. We bought a Chrysler Pacifica from the same AutoNation with another VPP for $5705, Windshield Protection for $1206, and Tire protection $763. My husband and I thought we were doing the right thing because the vehicle had a lot of miles, and soon my teenage daughter will be driving. Our gap insurance cannot be paid, because AutoNation will not process the warranty refund. AutoNation in *********** will not call us back or answer our emails. They had told us that our inital VPP would be rolled over, and as evidence by the amounts, it has not been. AutoNation National says that *********** has not filed the paperwork. Safeguard says that AutoNation is responsible and CapitalOne says that have not been paid by Safeguard so we are still making payments. I feel like I am many thousand dollars out of warranty and gap insurance money that is useless because it is inaccessible. I am with good faith making this complaint, hoping for help. I will then look into further resources and avenues of complaint if not rectified. CapitalOne worked diligently with me to get a response from AutoNation Albuquerque as well, and calls are not returned nor are emails returned.
Business Response
Date: 08/06/2024
Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.
Thank you.
Customer Answer
Date: 08/13/2024

Complaint: 22053573

I am rejecting this response because the reply from AutoNation said they would get back to me in ***** hours and days later I still have no reply. This is the continuous behavior of both the local and national company now.

Sincerely,

*****************************
Business Response
Date: 08/23/2024
This complaint is still under review. We will need additional time to provide an update regarding this matter.
Thank you.
Initial Complaint
Date:07/26/2024
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 am writing to file a formal complaint against Auto Nation *************** ******** due to severe delays and lack of communication regarding the diagnosis and repair of my vehicle. The key points of my complaint are outlined below:1. **Unreasonable Delays in Diagnosis:** - I dropped off my car at Auto Nation ************************ on June 24, 2024. I was informed it would take 3 to 4 weeks to diagnose the issue. - As of today, July 26, 2024, it has been 5 weeks, and I have yet to receive any status update on the diagnosis.2. **Lack of Communication:** - ********** advisor, the director of services, and the general manager of the dealership have all stopped responding to my inquiries regarding the status of my vehicle. - Despite my repeated attempts to contact them, I have not received any communication or updates, leaving me completely in the dark about the progress of my vehicle's diagnosis. - Additionally, Auto Nation Customer Relations emailed me, stating they would provide an update within ***** hours. It has now been over a week, and I still have not received any update from them.3. **Out-of-Pocket Rental Costs:** - The dealership has not provided me with a rental vehicle of the same size as the car I dropped off. - Consequently, I have been paying for my own rental vehicle out of pocket while awaiting the diagnosis of my warranty repairs.The delay in diagnosis and complete lack of communication from Auto Nation *************** ******** is entirely unacceptable. This situation has caused me significant inconvenience and financial burden. I have been without my vehicle for an extended period, with no clarity on when I can expect it to be returned.Thank you for your attention to this matter. I look forward to your prompt response and resolution.
Business Response
Date: 08/05/2024
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:07/26/2024
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 bought a vehicle from Auto Nation *** 4 weeks ago. They transported my vehicle from **********. They said it was damaged during transport - they fixed it & proceeded to sell me the car. After 1 week of having the car, it started to smell horrible. 3 more days went by and I started puking from the horrid smell. The smell became worse during week 2. I attempted to go to a car wash with this car for the first time to help the smell and the front bumper was ripped off. Couldnt drive the vehicle - its been at an auto body for the past 2 weeks. Picked it up Tuesday & took it back to the dealership. They told me they would fix and do whatever they could. They called me back today & basically told me that Im lying & to come get this thing off their parking lot. This is the worst experience Ive ever had & the manners of the people are horrid. Not a single person at this establishment has any experience in cars - AND THEY ADMITTED IT TO ME.
Business Response
Date: 08/05/2024
Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint as we have multiple AutoNation *** locations?
Thank you.
Initial Complaint
Date:07/25/2024
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 bought a 2018 **** in 2022 with autonation. I bought a wheel ************ finally decided to use it one day. Once I went to the dealership they said they would not replace my wheel. I understood the reasoning and I reached out and canceled my warranty immediately. I filled out the necessary paperwork & was told I would receive my refund in a few weeks. I filed this refund in Feb of 2024. Over the next few months I reached out multiple times to see the status of my refund $900 ish in total. I kept reaching out and finally did a call 06/2024. When I spoke with a representative over the phone they were very rude and did not even speak with me for 30 seconds before he hung up when he was fed up of helping me. I waited over an hour just to be hung up on. I called right back and had to wait another hour just for the Line to hang up again. I feel scammed after I filled out the right paperwork they requested. I never received my money back for a service I never received. Overall this experience has been unsatisfactory and disappointing. I am being treated like a burden and worse of all I lost $900 with no explanation or even a chance to speak with anyone.
Business Response
Date: 07/31/2024
Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name of the dealership referenced in this complaint and the customer's signed cancellation form?
Thank you.
Initial Complaint
Date:07/25/2024
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.
My husband purchased a 2018 GMC ********************* in 10/2023 from Autonation in ******, Tx. Trucks instrument gauge cluster was going out for previous owner Autonation sold the truck off the lot agreed to replace this part, provided that on paper during the sales transaction. Kept giving us the run around 6 months later my whole dash went out contact ***************, he was telling me every excuse he could come up with he would not replace it I emailed a copy of the agreement in April of 2024, spoke with service managers ***** and ******* stated the wrong part had been ordered, they finally ordered the correct part and its on back order fast forward to now 07/2024 no update on part dash is still out and now alert def system is failing I only have 400 miles until my truck will lock out. I dont even know how the dealership had it pass through inspections without the dash on my registration expires in October of 2024, oh and not to mention this truck was paid for cash $52,000 worst customer service ever, service managers and general manager unprofessional. Now I have to repair def system and pay over $1,000 just so my truck will not lock out regret this purchase
Business Response
Date: 08/05/2024
Thank you for bringing this concern to our attention. Unfortunately, as the part necessary to complete repairs is on back order with no eta from the manufacturer, we are unable to complete repairs as requested. We sincerely apologize for the inconvenience.
Thank you.
Customer Answer
Date: 08/06/2024

Complaint: 22043276

I am rejecting this response because: the part was ordered and suppose to be replaced in November/December. Someone from the dealership sent the part back and now this is the issue with the part being on back order. My registration expires in October 2024 how was the inspection passed the first time by Autonation with no dash?

Sincerely,

*******************************
Business Response
Date: 08/16/2024
The correct part was ordered for the vehicle owner; however, the customer did not respond to the dealership for approval of repairs. After holding the part for over 60 days, the part was returned. Unfortunately, the part is now on national backorder making it unavailable to any consumer or dealership. This information was relayed to the customer and the vehicle owner.
Thank you.
Customer Answer
Date: 08/16/2024

Complaint: 22043276

I am rejecting this response because:
The repairs were never scheduled we were told by the sales person he would have to get with the service department to set up an appointment to have the truck brought in that was in December no date was ever provided. I have every message and email from October 2023 when the vehicle was purchased to now. With that being said all the emails from March 2024 to April 2024 with every excuse/ false information provided about not wanting to replace the part and the part being ordered. My dash is still completely out I have no alerts available on whats going on with the vehicle. This is the worst customer service experience.
Sincerely,

*******************************
Initial Complaint
Date:07/25/2024
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 financed a vehicle with AutoNation ************* in August of 2021. I purchased an extended warranty. I took this warranty out to ******* miles after having issues with my last truck. I paid $2,995 for this. I sold this truck and contacted AutoNation to cancel my warranty. After several weeks of trying, I was finally contacted by ***********************. Eventually she informed me my refund is less than 30% of what I paid, about $1200 When I sold the truck I bought from them it had 55K miles and I owned the truck for 35 months. From a time perspective I was under the factory warranty term, but mileage wise I had used 19K miles of the warranty. The truck was covered by ***** to 36K miles, so I had roughly 70K miles left on the warranty. Or so I thought. AutoNation is fraudulently selling "Extended" warranties and starting them on day 1 of purchase on brand new vehicles. After going over the included factory warranty by only 19k miles on a 125k warranty, I had used over 60% of the extended warranty. I asked for a complete accounting of the refund, which I have yet to receive. I did receive an explanation of how it was done. In that explanation typed by *********************** - she admits that the company gives the customer "Whatever is less" by cherry picking either mileage or duration, to benefit the company and short the customer. Here is what she says exactly: "The contract was a 60 month term. The contract was prorated based on months used. The contract initially had 1800 days (60 months), when we cancelled it, there were only 747 days left remaining on this contract. Which is *****% left unused.This is as far as I can explain the breakdown. If it is the mileage the customer thinks that would be used towards proration, advise the customer the contract administrator uses whatever is less, which is time/months used in this case. It Is NOT prorated based on mileage in this case"Running both the factory and extended warranties concurrently is unethical at best.
Business Response
Date: 07/25/2024
Thank you for bringing this concern to our attention. This matter has been turned over to our Legal Department,therefore we will not be able to provide a response to the BBB at this time.Our Legal Team is currently handling this concern.
Thank you.
Customer Answer
Date: 07/25/2024

Complaint: 22041184

I am rejecting this response because:
There is no attempt to remedy the situation.

Sincerely,

*************************
Business Response
Date: 08/02/2024
Unfortunately, as this matter is being handled by our ***************** we are unable to respond.
Thank you.
Customer Answer
Date: 08/02/2024

Complaint: 22041184

I am rejecting this response because: its clearly an evasive tactics to keep from having to deal with the issue.

Sincerely,

*************************
Initial Complaint
Date:07/19/2024
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.
15-Jun9pmPurchased a 2020 ***** Bolt EV with 25k miles from AutoNation *** ********. I asked ***** in finance for a time of sale report to file with my taxes for the $4,000 used EV tax credit listed on AutoNations website, to which he told me the Purchase Order is all they have and has all the info I need. 19-Jun10:30Visited to have a stain removed and asked ***** about the tax paperwork since the ** isn't sufficient according to the research I completed. He said he would look into it. Once the rear seat dried the stain reappeared, didn't actually come out, least of my concerns at this point. 19-Jun8:51pmResponded to a text survey and my comments supposedly went to the management team which never called me back.24-Jun11:29Called *****, told me he found out there was only 1 guy authorized to get me the paperwork and he was working on getting it for me and would call me back 28-Jun2:07Gio took my call. Called for *****, who told me the *** of Finance, ****, was supposed to call me back but didn't, so he would follow up.3-Jul4:45Giovanni took my call. Called but ***** was on vacation, **** with a customer and GM was in a meeting ***************** took my call. **** told me he just got back from vacation which was a lie since I was told 3 days prior he was with a customer. He said he would call me back by 5pm. Never got a call.6-Jul10:12I did a live chat with ****** F on AutoNation page. Was told a member of their customer service team would be in contact with me soon. Never got a call back.7-Jul4:37Visited AutoNation, ******** confirmed I spoke to him and he gave **** my message. ***** up front called **** at home and **** said he sent an email but with the weekend wouldn't hear back until Monday and he had a note to call me back.19-Jul11:59Called again since there has been no follow up from AutoNation, Supposedly **** is not there today and a message would be left to call me back. The lack of follow up and screening of calls is absurd!
Business Response
Date: 07/29/2024
Thank you for bringing this concern to our attention. The management team has now submitted the correct documentation and the customer was notified.
Thank you.
Customer Answer
Date: 07/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. There should be reason I had to go to such effort to obtain the correct documentation for the tax rebate. I hope others do not face the same obstacles I had to.

Sincerely,

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

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AutoNation, Inc. is NOT a BBB Accredited Business.