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

455 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:07/18/2024
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.
I bought a ***** crv from auto nation ***** in ******* The vehicle was certified for 90 days. I took it to the service **** 3-4 times, about the same issue. At 1st, no one seemed to find anything wrong. The last visit they said it was the ************** In June they said they fixed the ************** Now, there is a steering wheel light on the dashboard. It stands for electrical power steering. When i try to turn corners, the steering becomes very tight. The *** is on top of the ************** It needs to be service once again for same issue. I've left text messages on service advisor ******'s number, without any response. I've emailed service advisor **************** and I've called the service **** a few times today, with no one responding. My vehicle needs to be repaired asap. I need my car to get back and forth to work. Auto nation service **** has been a very big disappointment.
Business Response
Date: 07/23/2024
Thank you for bringing this concern to our attention. The customer is in ********************** contact with the management team who scheduled a visit to the dealership to assess the vehicle. The customer will be provided a loaner while repairs are completed.
Thank you.
Customer Answer
Date: 07/24/2024

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:07/18/2024
Type:Order 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 certified preowned 2019 ******** **** GLS450 on Feb 14, 2024 at one of AutoNation's dealership - ******** **** of *******************. I was also convinced by the finance guy to purchase 2 year Extended Warranty and 2 year Service Plan ($4280). On April 11, 2024, I sent in my request to cancel both. I followed their instruction to send in my request form to AutoNation Cancellation email at ************************************************ and I even called and talked to a person on my request and confirmed that I have provided all information needed. The Cancellation Support Desk Specialist (***********************) indicated that some contract may not be cancelled after 30 days, thus, she changed the requested date to Feb 25 instead. However, she did not inform me of the process nor the outcome of my cancellation request. After 6 - 8 weeks, she notified me that the Service Plan cancellation request was declined without mentioning the outcome. I assumed that the service plan should still be active as it is paid in full already even though the cancellation was declined. When I went to the dealership recently for a service, I learnt that they cancelled my service contract. Their explanation was that the cancellation was submitted after 30 days, thus, they cancelled the service contract with no refund of $4280 that I paid in full. I tried to discuss and request to have my contract reinstated. They said that it could not. This does not make any sense to me as they should not cancel the service contract since I already paid in full even though they could not refund my money, at least they should keep the contract as is. If that is their process, someone should have confirmed with me if I still wanted to concel without any refund. Of course, noone will cancel the service plan knowing no refund. I felt it is a such simple update in their computer system to my previous contract and they intentionally take advantage of a customer. I would like to resolve this with your help.
Business Response
Date: 07/25/2024
Thank you for bringing this concern to our attention. The customer has been advised that their maintenance plan was reinstated as of July 23rd. We sincerely apologize for the inconvenience.
Thank you.
Initial Complaint
Date:07/14/2024
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 7/11/24, I purchased a used 2023 *** 530e X-Drive from Autonation Chevrolet *********** for the amount of $42,611.99 . During the drive home, the windshield split approximately 4 feet, requiring a new $960 windshield for the vehicle. Additionally, during purchasing the vehicle, I was presented paperwork on the vehicle's included features, including a Remote Engine Starter. Once I arrived home, I read through the vehicle's owners manual and discovered this vehicle DID NOT have this feature. I had the car inspected at a local *** dealership who confirmed my vehicle did not come with this. Additionally, the dealership advised the car's computer was reporting two error codes (but did not alert the dash), including a "Hybrid Electrical Control" error that could require the car's high voltage battery to be replaced. I specifically purchased this vehicle due to the lack of any error codes on the vehicle, and I'm deeply concerned with the longevity of a vehicle who's high voltage battery fails at ~30k miles vs the 80k *** warranty.I then reached out to my salesman and the dealership wishing to resolve this issue. The salesman did not respond within 30hrs, and given the 5 day, 250mile warranty, I called the dealership directly. The dealership did not take responsibility for the paperwork being incorrect, citing it came from another resource despite having their name as the title in bold at the top of the page. I then spoke about the error codes and my severe concern regarding the vehicle and I was told that the vehicle was still under manufacturers warranty and thus could be resolved through ***. This was not the root concern, I was concerned about the vehicle's longevity. While under the 250mile, 5 day warranty, I requested to void the sale and exercise the Money Back Guarantee, to which the dealership refused. I seek compensation for the lack of a remote starter and windshield, or reversal of the sale entirely, with the return of my original trade-in.
Business Response
Date: 07/24/2024
Thank you for bringing this concern to our attention. Unfortunately, the customer surpassed the ******** guarantee when voicing their concerns. However, the vehicle did not present any of the concerns mention at the time of purchase and is under *** Factory Warranty that should cover any battery issues.
Thank you.
Customer Answer
Date: 07/24/2024

Complaint: 21987265

I am rejecting this response because:

I notified the dealership and sales manager before exceeding 250 miles (attached), and they refused, hence the root cause of the complaint.

Sincerely,

***************************
Business Response
Date: 08/02/2024
According to our records, the customer exceeded the ******** guarantee when he reached out to the management team, surpassing the 5-day/250-mile restrictions. There were also no lights illuminated on the dash to indicate any codes. Regarding the customer's concern regarding remote start, JD Power lists remote start as a standard option on the vehicle, which we do not have the ability to remove. Unfortunately, we cannot assist the customer further at this time.

Thank you.
Initial Complaint
Date:07/14/2024
Type:Order 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.
Traded in my vehicle on or around June 12, 2024. Was told payoff would be sent in within the alloted 10 business days per Florida State law, a month later the payoff is still pending with ****** Emailed my sale rep with *********benz of ********. He said he would follow up. Aweek later no followup.I called and left a message with a manager, no call back. ***** is now stating my payment is overdue and will be reported on my credit if not paid, another payment is upcoming as well. In between this my sale rep sends me a message clearly ignoring my concern and asking if i k ow anyone else needing a vehicle to please contact him, this ****** me off. I once again tried a diffrent form of communication via online chat expressing my concerns and to please call me back. No return call as of today. At this point this is a breach of contract and violation of Fla. Stat. 319.24(5), at this point i would gladly accept my trade back and be done with this shady non-complaint company.
Business Response
Date: 07/19/2024
Thank you for bringing this concern to our attention. Our Shared Services Center is working as quickly as possible to complete the payoff process as there were unexpected delays. We sincerely apologize for any inconvenience.
Thank you.
Customer Answer
Date: 07/19/2024

Complaint: 21987064

I am rejecting this response because: The agreed payoff from the contract is incorrect. Dealership made inquiry on a new payoff amount vs what was agreed to per the contract. The payoff amount is less today vs from the June 12, 2024 agrees contract since I was forced to make a payment to avoid the delinquency reported to my credit. The reason provided for the delay was a payment was rejected because my vehicle was thought be a lease. Which is not true, they knew this was a financed vehicle and this shouldve mattered. In addition was in constant contact with the financial representatives of my trade in *** no notes or comments were annotated that a payment was received or returned. The only inquiry was from June 12, 2024 from the dealership for a payoff request and then a new one recently for the new payoff.

Sincerely,

*********************
Business Response
Date: 07/29/2024
The management team sent the customer a check for the difference and its delivery was confirmed through ****** We sincerely apologize for any inconvenience.
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 satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:07/13/2024
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.
*** Mini of Dallas - Worst Car Buying experience in my life!5/27/24 Purchased - 2023 Mini Clubman Demo car, remaining manufacture's warranty in place. Carfax - Indicated Minor Damage 3/20/24. Told by salesman - minor scratch on the back, painted but no major damage.After purchase drove to ******* - Load road noise from Passenger door, Driver's Window malfunction 5/29/24 Took car to Momentum Mini, ******* Seals installed incorrectly passenger door, Driver's Window bad accentuator, Left front tire - bubbles Tire replaced, four wheel alignment performed Refused to file to Mini Manufacture's Warranty for window and door issues due to signs of unknown repairs/damage 5/30/24 Call to Mini of Dallas - discussed problems with car Talked with **** - Salesman **** *. Used Car Manager *****, ** ****, Service Manager Told to take to AutoNation sister store: Mini of Woodlands (45 miles each way)6/5/24 Drove to Mini of Woodlands Repaired Driver Window, ********************************* due to musty smells - did not help smell 6/17/24 Drove to Mini of Woodlands Leak into Passenger floorboard Sunroof leak, drain reset Found all side skirts clips/bolts missing 6/25/24 Drove to Mini of Woodlands Water in Trunk, leaks back hatch area - missing seals, water with mold growing No work done - Told to take car back to ******, **** @ ****** Mini was informed by **** Le at service in Mini of Woodlands and asked to have Sales Manager or GM call me ***** *. - Sales Manager ************** stated Car has had major accident with misalignment of sunroof.Told me they can not work on this car and that I should return it to Mini of Dallas Offered to trade for $25K when I paid $32K less than a month ago!6/25/24 Called **** Service Manager @ Mini of Dallas and left messages, has not returned call 6/26/24 Talked with **** ***** at ****** Mini, told nothing could be done about this situation due to computer system failure 6/27/24 Reaching out to AutoNation Corporate for help with resolution
Business Response
Date: 07/24/2024
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: 07/24/2024
AutoNation asked for ***** hour more to respond to this case. I will await their response before taking further action.
Customer Answer
Date: 08/05/2024

Complaint: 21986042

I am rejecting this response because:
Autonation replied that they had taken my complaint under review and would respond in 24 to 48 hours.
I do not see that this has happened. So I reject the response and expect them to respond ASAP!

Sincerely,

****** ********
Business Response
Date: 08/05/2024
This complaint is still under review. We will need additional time to provide an update regarding this matter. Thank you for your patience and understanding.
Thank you.
Customer Answer
Date: 08/06/2024

Complaint: 21986042

I am rejecting this response because:
I have already waited more than 10 days.
Sincerely,

****** ********
Business Response
Date: 08/13/2024
According to our records, the vehicle was not in an accident but received repairs for minor hail damage. The management team has reached out to the customer to offer to buy back the vehicle.
Thank you.
Customer Answer
Date: 08/13/2024

Complaint: 21986042

I am rejecting this response because:
Please read the document that I attached when I started this complaint. The claim of hail damage doesn't explain the problems discovered by Autonation Mini of the Woodlands.
Less than 1 month after I bought the car for $32K from Mini of Dallas, the dealer at Mini of the Woodlands valued it at $25K!
I sold the car to Carmax since I could not drive the car back to ****** with mold!
Multiple calls and voice mails to the Mini of Dallas were not returned. I want reimbursement of the $7K difference between the price I paid and the value Autonation gave me less than a month after I bought it.

Sincerely,

****** ********
Business Response
Date: 08/23/2024
We will need additional time to respond to the customer's request as the management team comes to a decision regarding their request of reimbursement.
Thank you.
Customer Answer
Date: 08/23/2024

Complaint: 21986042

I am rejecting this response because:
Autonation is requesting more time again. I agree to give them another 10days.

Sincerely,

****** ********
Business Response
Date: 09/17/2024
The management team has reached out to the customer to discuss a suitable resolution. We sincerely apologize for any inconvenience.
Thank you.
Customer Answer
Date: 09/25/2024

Complaint: 21986042

I am rejecting this response because:
More time was provided to Autonation. They have not contacted me and this is still unresolved.

Sincerely,

****** ********
Business Response
Date: 10/22/2024
This complaint is still under review. We will need additional time to provide an update regarding this matter.
Thank you.
Customer Answer
Date: 10/22/2024

Complaint: 21986042

I am rejecting this response because: This is the third time AutoNation has requested more time. It has been months.
Request a resolution in the new 10days!

Sincerely,

****** ********
Customer Answer
Date: 10/26/2024
This should not have been closed! I did respond to the requested more time from AutoNation. That is the third time they have ask for more time!
I sent a response that they have had enough time! Please reopen this claim as there has been no effort on AutoNation's part to contact me directly in order to resolve.
Initial Complaint
Date:07/13/2024
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 and I drove 4.5 hours from ** to buy a used car. Test drove it, everything seemed fine. So we traded in my vehicle and purchase this car. Not even three hours into our drive home, the entire brake system fails. Despite having a 50 point inspection, insuring that all systems were in good condition. Next morning, we call the manager and he asks to take it to a ****** to be diagnosed. Just what we thought, the brake system needs replaced. We drive the car to a different AutoNation location to drop it off for their mechanics. At first, they tell us we need to take it back to ****** because this brake system is under warranty. It's not and we even have them call ****** to confirm this. Next day, manager calls us back and says they aren't fixing the brake system and will instead walk back the entire deal and give us the trade in back. AutoNation refuses to reimburse for a rental or ship my car to a closer location to where we live in **. Friday my husband calls to make sure my trade in vehicle is still at the *********** location. We have to pull all kinds of favors to get him a ride out there (4.5 hours) to pick it up, as again WE DON'T HAVE A CAR. My husband makes the drive with a friend and arrives at the dealership just to be told MY CAR IS IN *******. The total lack of competency and communication is mind blowing from a huge corporation. When my husband asks how they are going to get my car to us and him back to **, they say a salesman will drive him home (4.5 hours). That's right, an EMPLOYEE WILL DRIVE HIM HOME. And they'll ship my car to me. Okay, so you can ship cars to other locations....so why didn't you just offer that when we asked to avoid ANY of this? This has been a nightmare from start to finish and this company did NOTHING to make up for their total failure. I wish I would have checked BBB before purchasing because they clearly have a history of selling faulty vehicles. Scammers.
Business Response
Date: 07/15/2024
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?
Thank you.
Initial Complaint
Date:07/11/2024
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 bough* a 2018 ****** highlander i didn * like *ha* i was no* able *o bring down *he price *o my likeing *hey don * do *ha* and *hey charged me a dealer fee of $599, *ha* *hey didn * *ell me abou* *hey would no* le* me regis*er *he car on my own *o save *he fee *hey charge *hey gave me *emp. pla*e from may 31 *o july 15 and as of *oday july 11 *he *emp pla*e is going *o run ou* soon and *hey havn * pu* in *he info. *o *he *** *o s*ar* *he *he ball rolling i *ried *o *alk *o a number of salesmen and managers i jus* ge* *he run around *he *** said *o *alk *o *he *i*le clerk and a salesman said *ha* she didno* wan* *o be bo*hered nobody is on *he same page *hey *he do som*hing and i* don * ge* done *hey said *ha* *hey would give me a second *emp. pla*e for 30 days if needed and *he *** would pay for i* i wen* *o *he *** on july 10 *o pu* in a complan* *ha* *hey never pu* *he info. in and *ime was running ou* *he *** sen* i* *o *he ** s*a*e house for inves*iga*ion and *he *** said i would have *o pay $15 fee for 3 mon*h new *ag i said i am no* going *o pay for i* no* my faul* so *alked *o a salesman and he said he would ge* *he *ag snd pay for i* i am s*ill wai*ing as of july 11 no call abou* i* ye* i jus* go* *o keep on *hem un*il *his is over never again will i deal wi*h *hem.....
Business Response
Date: 07/12/2024
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?
Thank you.
Initial Complaint
Date:07/11/2024
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.
Mercedez Benz - Extended warranty bought through AutoNation:This is a total SCAM. I paid $5K for this and the promise on the **** website and what I was told by the Dealer (An AutoNation dealer) was that I could cancel it at any time for a FULL REFUND.well, there is no way you can even contact them. whenever you call them, you will be "10th" in the queue and you can wait for like 2 hours, but you will still be "10th" in the queue and NO, they will never give you a callback. That is from their "dedicated" warranty number. now you know why they have a dedicated number- b/c they will never want to talk with you once they have your money.absolutely SCAM.. Total
Business Response
Date: 07/19/2024
Thank you for bringing this concern to our attention. The customer is now in ********************** contact with our Shared Services Center to complete their cancellation request.
Thank you.
Initial Complaint
Date:07/07/2024
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.
Auto Nation mobile was suppose to come out fix the faulty gas pedal we still having issues with it they was suppose to fix the window as well they got paid from Star link insurance a 3rd party insurance for Drive time company neither did the company or Auto nation repair the vehicle properly Auto Nation keep sending more quotes to ************* and they denied it My family is in this car on daily basis and the mobile tech didn't fix anything
Business Response
Date: 07/12/2024
Thank you for bringing this concern to our attention. Unfortunately, we do not have access to the Mobile Department's system and information. The customer will need to contact the ********************************** by calling ************.
Thank you.
Initial Complaint
Date:07/03/2024
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 at Auto Nation Acura of ************. I purchased a 2013 Acura ILX from Auto Nation Acura on January 12, 2024. The car was purchased as is and without a warranty. According to the dealerships website, all used cars undergo a rigorous 125 point inspection prior to sale and can be purchased worry-free.On May 22, 2024, I had my car serviced at a repair shop and the owner brought to my attention the poor condition of the car. The car has a great deal of rust damage and he deemed it unsafe to drive. I visited the Acura dealership the same day to show them the condition of the car and they turned me away. They stated that I had to contact their general manager to handle this issue. A few days later, I spoke to the general manager and he instructed me to bring the car in for inspection. ************************* inspected the car and they agreed that the car should not have not been sold to me in this condition. The service department manager also stated that they bought the vehicle from a dealer in ************* and that the Acura dealer in ** probably did not inspect the car. The ****************** manager stated that the general manager would contact me regarding the vehicle. I have attempted to contact the general manager on several occasions and he has yet to return any of my calls.
Business Response
Date: 07/18/2024
Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.
Thank you.

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AutoNation, Inc. is NOT a BBB Accredited Business.