Complaints

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

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AutoNation, Inc. has 25 locations, listed below.

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  AutoNation, Inc.

  200 SW 1st Ave Fort Lauderdale, FL 33301-1875

• 

  AutoNation, Inc.

  1201 NW 89th Ct Doral, FL 33172-3015

• 

  AutoNation, Inc.

  1001 Linton Blvd Delray Beach, FL 33444-1103

• 

  AutoNation, Inc.

  13601 Pines Blvd Pembroke Pines, FL 33027-1511

• 

  AutoNation, Inc.

  8600 Pines Blvd Pembroke Pines, FL 33024-6534

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:03/09/2024

  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.

  On 8/9/2022, I purchased vehicle from Audio Owning ************** part of the purchase I also included a vehicle service protection contract. In December of 2023 when there was an issue with the vehicle, I was told that I did not have a protection plan. I was told that the plan had been cancelled on 5/22/23-5/26/23 by ********************. After contacting ********************, it was discovered that ******************* the processor used the **** Valley store to process the paper work because the *********************** dealership had been sold. **** Valley not being aware of what had been done cancelled the contract because they didn't write it.Attempts to resolve the issue have been effortless. Autonation refuses to discuss the issue. **** Valley at the beginning said they would help us, now they refuse to take my phone calls. My wife contacted the headquarters in ******* January 19, 2024, and never received a response. She called for an update well pass the 48 working hours which has up to 8 working days. At which time there was no update. We have still not heard anything from them.We currently have no protection plan, and have not received a refund nor a protection plan.

  Business Response

  Date: 03/19/2024

  To Whom it May ******************** **************** reached out to ******************** regarding his extended protection plan that was purchased from **** ***********************, the complaint was sent to our corporate office for research in December of 2023. ******************** answered the phone any time **************** reached out. ******************** had nothing to do with the registration or re-instatement of this protection plan. After thorough review from our corporate team, it was deemed that the plan was not registered correctly. In January of 2023 several associates at the AutoNation corporate office were able to register the contract and it was deemed valid by Safeguard, (the administrator of the contract) on 1/25/24.Members of the corporate team communicated this with the ownership ***** of **** ****** *****, Sonic Automotive.
  
  As of January 25, 2024, when the contract was registered, we deem this matter resolved and closed. There is an email chain attached to this claim showing that this matter was handled.
  
  Best Regards,
  ***********************
  General Manager
  ********************
  ***********************************

• Initial Complaint

  Date:03/09/2024

  Type:Delivery 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 placed an order for a steering wheel on Feb 23, 2024. I specifically ordered from this company because they said it was in stock ready to ship and would arrive by Feb 29th. On Feb ******************************************* indication of shipping so I sent an message asking for an update. Another week passed with no communication so I sent another message to cancel my order with absolutely no response. I have since sent several other messages to cancel this order. I have ordered the item from another company because I actually need it. I would like communication from Autonation Parts to confirm that my order has been cancelled. The order number is 2710-42264.

  Business Response

  Date: 03/15/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience. The customer's order was cancelled on March 13th and a cancellation confirmation email was sent to the customer. 

  Thank you. 

• Initial Complaint

  Date:03/08/2024

  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.

  Date Purchased: 11/13/2023 Store: 120 Deal: ****** Cust: ******* I bought a used car in ******* from AutoNation on ******** in ******* *******. In two weeks the motor mounts broke and caused almost $4500 in repairs. Fortunately, I bought the warranty so it only cost me the deductible but they had the car for three weeks to do the repair. I picked up the car and the right headlights were out. ***y were just closing so the service writer (*****************) told me to bring it back in the morning. ****** confirmed that this car was inspected by a tech at the Avondale location and failed to catch that the motor mounts were broken. Had he actually not done a valid inspection. However, on the way back to the shop the next morning the check engine light came on. We had driven the car less than ten miles. *** code indicates a small evap leak. ****** said it was likely related to the work just done but they could not check it out now and to bring it back later for a smoke test to determine where the leak was. Now they say they cannot do it and I need to take it to a VW dealer. Yesterday (2/29/2024), the car would not start and needed a jump. *** date code on the battery is 8/2021. Our salesman (*************************) specifically told me that every used car automatically gets a new battery. Clearly, this car did not get a new battery as I was told. I took the car back in to the shop but the service writer said that since it did not say it gets a new battery on the paperwork he refused to replace the battery like the salesman said. I argued that the paperwork would not reflect that because the car should have already had a new battery before I bought it but he would not budge to comply with what the salesman said. Tried contacting the original salesman (******) but he would not respond. I want a new battery like the salesman said was in all used cars and the evap leak fixed because it was a side-effect of the $4500 repair.

  Business Response

  Date: 03/17/2024

  Thank you for bringing this concern to our attention. Unfortunately, the replacement of the vehicle's battery has been declined as the vehicle was purchased four months prior and no agreement for replacement has been found. However, if the customer would like to have the check engine light diagnosed, the customer can schedule an appointment for repairs under warranty so the service department may assist further. 

  Thank you.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21404656
  
  I am partially rejecting this response because:
  You will not find any agreement to replace the battery because our salesman (******) told me that as standard procedure all used cars automatically get a new battery.

  However, I will make an appointment to get the check engine light diagnosed under warranty as it only came on a few miles after some major engine compartment work was done.

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

  Business Response

  Date: 03/22/2024

  The customer may have been misinformed, as there is no policy in place that dictates all used vehicles receive a new battery before purchase. However, all used vehicles are inspected to ensure the battery is in good condition before sale. We apologize for any inconvenience and look forward to the customer's visit to the service department so we may assist with diagnosing their check engine light cause. 

  Thank you. 

  Customer Answer

  Date: 03/25/2024

  No, we were not misinformed.  We were LIED to by the salesman, ******.  Now, beyond that,  We bought the car on 11/13/2023 and drove it for two weeks.  Then the engine fell out and it was in the shop for three weeks, most of *************** *********** writer admitted to me that she was dealing with three other vehicles allegedly inspected by the same person, one with serious electrical problems.  It is very clear that no one actually inspected this vehicle.  If they had, they would have discovered a nearly dead battery.  Here is my reasoning for that.  It is a well know fact that car batteries in ******* rarely last longer than two years due to the heat.  I have lived here since 2020 and I can confirm that I have had to replace two batteries on my other cars at almost exactly the two-year **** and that was confirmed by the shop where I got the batteries.  Now, back to this car - the reason it took three months to claim the battery is because I believed the salesman and I did not give it another thought until I got a call and had to go jump the car on 3/2/2023.  At that point is when I saw the date code of the battery of 8/2021.  See attached photo.  This means that the battery was just over two years old when I bought the car and it was two and a half when it died.  Had the vehicle and battery been inspected as it should have then the battery would have tested as insufficient and needing replacement after having the vehicle just over two months after picking it up from the massive repair done in December 2023.   

  You failed to adequately inspect this vehicle.  If you had, you would have caught the failing battery and broken motor mounts.  Fortunately, I bought the extended warranty so I only had to pay the deductible of the $4500 repair but a valid inspection would have prevented that as well.

  It's just a **** battery and ************* lied to me.

  By the way, I do have an appointment today to get the check engine light diagnosed.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21404656
  
  I am rejecting this response because:

  No, we were not misinformed.  We were LIED to by the salesman, ******.  Now, beyond that,  We bought the car on 11/13/2023 and drove it for two weeks.  Then the engine fell out and it was in the shop for three weeks, most of *************** *********** writer admitted to me that she was dealing with three other vehicles allegedly inspected by the same person, one with serious electrical problems.  It is very clear that no one actually inspected this vehicle.  If they had, they would have discovered a nearly dead battery.  Here is my reasoning for that.  It is a well know fact that car batteries in ******* rarely last longer than two years due to the heat.  I have lived here since 2020 and I can confirm that I have had to replace two batteries on my other cars at almost exactly the two-year **** and that was confirmed by the shop where I got the batteries.  Now, back to this car - the reason it took three months to claim the battery is because I believed the salesman and I did not give it another thought until I got a call and had to go jump the car on 3/2/2023.  At that point is when I saw the date code of the battery of 8/2021.  See attached photo.  This means that the battery was just over two years old when I bought the car and it was two and a half when it died.  Had the vehicle and battery been inspected as it should have then the battery would have tested as insufficient and needing replacement after having the vehicle just over two months after picking it up from the massive repair done in December 2023.   
  You failed to adequately inspect this vehicle.  If you had, you would have caught the failing battery and broken motor mounts.  Fortunately, I bought the extended warranty so I only had to pay the deductible of the $4500 repair but a valid inspection would have prevented that as well.
  It's just a **** battery and ************* lied to me.
  By the way, I do have a appointment today to get the check engine light diagnosed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/05/2024

  Type:Product 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 1/29/24 I purchased a new vehicle from *************. Initially I was told I could decline two $699 "protection packages". During closing there was an additional $699 charge that I questioned and was told AutoNation requires it. It then took a week and a half and multiple requests to receive a copy of my signed paperwork. Finally when I received it there were two $699 charges that were listed as optional, contrary to what I was closed during signing. When I brought attention to those unwanted charges I was then told they could be reversed. Two weeks later I am still awaiting resolution or even communication regarding what to expect and when. I have contacted the dealership multiple times. The sales manager left me a *************** ago which I returned twice but I am still waiting for a call back. I want a refund of $1398 and any associated taxes if applicable.

  Business Response

  Date: 03/21/2024

  This concern is a duplicate of complaint # 21357495 which is currently pending. 

  Thank you. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21390293
  
  I am rejecting this response because:
  

  This issue is unresolved. The company has made no attempt to contact me.

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

  Business Response

  Date: 03/22/2024

  This concern is a duplicate of complaint # ******** which is currently pending. We are addressing the customers concern, please reference complaint #********. 
  Thank you. 

  Customer Answer

  Date: 03/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The issue is still pending but we can close this complaint for now.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/04/2024

  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 paid for an oil change on my 2005 Mini ****** at ************** (owned by Auto Nation). I continually saw oil dripping on the garage floor so I took my vehicle to ************************** for a second opinion. They discovered that ************** had not installed both O-rings required (only 1 was installed), so I paid for another oil change by **************************. I contacted ************** Service Advisor requesting reimbursement, and he referred the issue to the Service Mgr who has never contacted me. I have a video from ************************** which shows that ************** did not perform the service I paid for since they did not correctly install the new oil filter which resulted in continued oil drips.

  Business Response

  Date: 03/12/2024

  Thank you for bringing this concern to our attention. The customer is in ********************** contact with the General Manager to come to a resolution and will be bringing their vehicle in for a complete inspection this week. 

  Thank you. 

  Customer Answer

  Date: 03/12/2024

   
  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:03/01/2024

  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.

  Walking into Autonation **** Valencia dealership was a big mistake that I made and people who works here gave me terrible experience of purchasing a vehicle for me which couldve been nice and pleasant,I purchased a car almost 110 days ago and yet have not received the license plate, I contacted the dealer after 2 months and told them about the issue and I was told that they have submitted all the documents to DMV already so I should receive shortly, I went to dmv twice after and every time DMV told they have not received required documents yet, and then after I tried multiple times to reach General Manager, CFS director, Financial guy and Salesperson, had no luck, I finally went to dealership in person and drove one hour to get there to get an extension and they refused to give it to me and I was told the problem is Smog check and I have to another one, later it turned out the smog check was not issue and the car already had one, today problem yet exist, I went to local DMV (02/29/2024) and they confirmed that dealership has not sent the required documents yet to issue a plate, the ***************** phone number is nothing but a joke, you never can get hold of anyone, the general manager and persons who works in financial do not exist, I do not exaggerate if I say I have tried more than 50 times to get hold of someone to reach them and left voicemail and had no luck so far, leaving a complain here so hopefully someone with a little bit conscientious see this and follow up to see what the problem is, I dont think asking for a plate is too much to ask, right now I am afraid to move my car since the temporary license plate is expired,

  Business Response

  Date: 03/12/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  Date:02/29/2024

  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 a 2016 Range Rover with 41k miles for cash from ************************* in mid-Oct 2023. After purchasing the car, I drove 2 blocks off the lot and the car slipped out of gear and was not drivable. I had to wait over an hour for a tow truck to come and to get a loaner. It took three months for them the receive the part and repair my car. So, I actually took delivery of the car I purchased in mid October on 1/11/24 - again, three months after purchase. Coincidentally, the time in service ran out the original autonation 90 warranty. Upon taking delivery, I texted the service manager the same day stating that I thought something was wrong with the front suspension. He responded that he personally tested everything and nothing was wrong. Less than one month later, I brought the car back in for a rear lift gate issue and asked them to look at the front suspension. Mysteriously, they said that I had to replace the front right air bag (how and why was that not originally disclosed) and the front left and right lower control arms. Oh, and a four wheel alignment. Total - just under 4k. This is completely unacceptable since they sold me a car that was not drivable and their error cost me my entire 90 day warranty period. Then, they find issues that make the car unsafe to drive (air bag and control arms) when I bring it back once their warranty expires. They told me that they cant honor the 90 day warranty because that starts when I actually pay them (in October). Interesting how I inquired about the front suspension, was told that it was tested and ok, and now they tell me its 4k. According to all of the research and mechanics Ive spoken to, control arms last a minimum of 90k miles. ***** 75k if used a off road. So, nothing adds up. Their refusal to honor their 90 warranty after the car that they sold me broke down two blocks after pulling out of the lot is absurd. It took them 90 days to repair and their fault ran out the warranty.

  Business Response

  Date: 03/07/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21363534
  
  I am rejecting this response because:

  AutoNation stated that they would provide a response to the BBB within 24-48hrs.  It has been 48hrs and there has been no response from AutoNation.  I also filed a complaint with AutoNation directly on March 4th, 2024 and was told that "a member of our management team would contact you with an update as soon as possible".  I have not received an "update" from the "management team" as of today March 13, 2024.  

  This should be very simple with an easy resolution.  I look forward to AutoNation making things right.  

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

  Business Response

  Date: 03/24/2024

  The customer is in ********************** contact with the management team who offered to reduce the overall repair cost by approximately 70% as a resolution. While the customer considers the offer, a loaner vehicle has been provided for their convenience. 

  Thank you.

• Initial Complaint

  Date:02/26/2024

  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.

  My complaint is with Autonation Cadillac in ***************. I made a service appointment for Nov 20th for my 2023 Cadillac XT5, for regular maintenance and a couple other issues. I dropped the car off as planned. Checked on the status next day, was told nothing was done yet. I checked back late afternoon, they were still working on it and needed more time. So the dealer offered me a rental car for inconvenience. Since Thanksgiving was in a couple of days and I needed my car for transport, I accepted the rental. We are a one car family. The dealer issued auth to Enterprise Rental to pay for the rental with their Purchase Order# ***A0000500370305488. I was assured that the rental would cost me nothing. They had to order parts, which were delayed, and my car was finally returned to me on Dec 1st. I returned the rental and picked up my car. Yesterday, Feb 22, when checking my credit card, I found a charge of $443.00 from Enterprise Rental on my account. I tried calling the dealer, no one in service answers the phone. Being extremely upset, I asked for the service manager. He wasn't available. I called and left a message for the General Manager yesterday morning requesting a call back. After no return call, I called Cadillac to see if they could help me. ******** called the dealer and asked for the service manager to call me back. Ref Cadillac case# SR:*************. I called the General manager back in the afternoon, requesting another call back. Nothing. Its now Feb 23, and I have still not received any response from the dealer. I also called *************************** and issued a complaint, saying that I DID NOT AUTH these charges - that the dealer was responsible for same. To date, I have not heard from anyone and I am out $443.00.

  Business Response

  Date: 03/07/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21336171
  
  I am rejecting this response because:
  They were supposed to mail me a check last week but still nothing. Have you heard anything further from them?
  Sincerely,
  
  ****** And *******************************

  Business Response

  Date: 03/21/2024

  The customer's check was delivered to the customer via ***** on March 13th. We sincerely apologize for the delay and any inconvenience. 

  Thank you. 

  Customer Answer

  Date: 03/22/2024

   
  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,
  
  ****** And *******************************

• Initial Complaint

  Date:02/25/2024

  Type:Billing 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.

  Fraud

  Business Response

  Date: 03/07/2024

  Thank you for bringing this concern to our attention. The customer who purchased the vehicle in question cleared all cross check and verification methods of the sale process. When the police arrived at the dealership, all proper documentation was provided. The police officers advised that, if there was a question with a bank account, the account holder would need to file a claim with their financial institution. However, the dealership followed the correct sales procedures when completing the sale.  

  Thank you. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21345049
  
  I am rejecting this response because: the dealership knew who I was because it was my insurance she used to purchase the car, and the dealership was told that morning when I was there before delivery of the car that she stole the $37000 from my account, now I have no choice but to *** the dealership and her to obtain my money back under the ******* civil theft statute, the dealership knew that I alleged it was stolen money to buy the car and at a minimum the dealership was an accessory to the theft of my money and a jury in a court of law will need to decide
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2024

  The purchaser provided their current insurance at the time of sale which was verified. The customer's information and forms of payment were submitted through cross check for verification that was cleared. The police were also provided with all necessary documentation. Unfortunately, we will not be able to assist the complaint holder further as the dealership followed the correct sales procedures when completing the sale.  

  Thank you. 

• Initial Complaint

  Date:02/25/2024

  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 purchased a vehicle from Autonation Chevrolet located at ***********************************************************************. These people tried to scam me out of the car. I was told 1 price for a down payment. Then I was told to put more of a down payment for NO EMPLOYMENT VERIFICATION. after leaving the lot with said vehicle I was harrassed into returning the vehicle because the finance department did not do their job correctly. being an full time student and full time employee ******* around *************** a lot. after returning the vehicle I was promised a full refund of my down payment. to my surprise, the manager ************************* is attempting to fraud me and keep my down payment. to avoid further issues. i would like a refund for the total amount of my down payment.

  Business Response

  Date: 03/06/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you.