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.

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

• 

  AutoNation, Inc.

  4250 N State Road 7 Coral Springs, FL 33073-3803

• 

  AutoNation, Inc.

  16800 NW 57th Ave Hialeah, FL 33015-4328

• 

  AutoNation, Inc.

  5925 NW 167th St Miami Lakes, FL 33015-4310

• 

  AutoNation, Inc.

  200 SW 1st Ave Fl 14 Fort Lauderdale, FL 33301-2074

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:08/16/2023

  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.

  Buyer Beware! I know this is a long review but if you are shopping for a used car please read! We were in the market for a specific car and located it at this dealer. We were wrong in assuming that making this purchase through a dealer would be safer than purchasing through a private seller. While they offer a 5 day return policy it really wasnt enough time to determine that this car has a major issue. The other false sense of security is the Autonation certified preowned warranty that is 90 days or **** miles. **** we realized that the car was not performing properly, we reached out to the dealer to discuss our options. We were told that due to the make of the car we would need to have it serviced at the original MB dealer. Autonation was aware that this car had issues as it was returned at least 1 other time that we became aware of. Unfortunately, the car has now been at the dealer for about 2 weeks, and they cannot locate the issue. The warranty company will not guarantee that they will be covering the repair and the evaluation to determine what is actually wrong with this car. We thought surely that once we made management aware of this situation that they would make it right. Unfortunately, that is not the case. We spoke with ****** the manager and he basically said you bought it, it is yours to deal with. Very dissatisfied customer! P.S. ********************** please do not reply with your auto response to reach out to the manager to make this right. You know how to get in touch with me and turn this into a positive experience.

  Customer Answer

  Date: 08/17/2023

  Car was purchase at AutoNation ******* *****

  Business Response

  Date: 08/22/2023

  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?

  Thanks again. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20482093
  
  I am rejecting this response because: Requested information- Location AutoNation ******* *****
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2023

  We apologize that the customer's experience was less than satisfactory. The management team would like to offer a reimbursement for the $200 deductible that is required by the warranty provided per visit. The reimbursement amount would equal $400 to reflect the two visits made by the customer. 

  Thank you. 

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20482093
  
  I am rejecting this response because:

  Thank you for your reply.

  In order to resolve the problem with this car it required two separate trips to the dealer and being without the car for 5 weeks to diagnose and repair. Much of this time was due to delays with the warranty company with approval and inspections, and negotiating what they would be covering before repairs could be made. This was obviously a known issue and should have been addressed by AutoNation prior to sale. Unfortunately, we are out of pocket in the amount of $1824.69 to have this vehicle operable as it should have been upon purchase. See attached payments.

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

• Initial Complaint

  Date:08/15/2023

  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.

  Dropped my vehicle off on 5/31/2023 for repair work on the electrical system. Got vehicle back on 6/13/2023. Vehicle returned to me dirty but I wasn't ****** concerned because I figured that a good wash was in order anyway. The cost of my repair was $2,469.73. After that, I spent another $130 to replace my back bumper cap since it was loose. After a couple of washes and paying a detailer $250 over the weekend, my truck still had noticeable stains on the paint. The detailer could not buff it out and recommended I take it back to the dealer and point it out to them. Well, this is where it all really goes DOWNHILL! After spending nearly $2,600 at this business, you would think that they would be looking for ways to keep you as a customer. I was asked to bring my truck back in this week. I was met by my Service Advisor, the Service Manager (both of whom were involved with my vehicle during the repair), and another gentlemen who took a defensive posture and flat out denied that he could do anything to help me to correct the filth that was spread on my vehicle.

  Business Response

  Date: 08/22/2023

  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?

  Customer Answer

  Date: 08/22/2023

  The name of the business for which this complaint is formed is:  

  AutoNation **********

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

  *****, **. 33015

• Initial Complaint

  Date:08/15/2023

  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.

  To Whom It May ********* am writing to express my deep disappointment and frustration regarding a recent experience I had at your dealership, AutoNation Chrysler ********************* North *******, about my recent visit between July 30th 3:10pm - 4:11pm and follow up phone calls at Aug 9th 16:23pm - 16:45pm, and Aug 14th 14:13pm.image.png My encounter with your staff has left me profoundly dissatisfied due to the lack of responsiveness and accountability in honoring a test drive gift card promotion.After the test drive I did at July 30th 3:10pm - 4:11pm for RAM **** and Jeep Grand Cherokee 4xe, I discussed with the sales associate about the test drive promotion. He took my coupon back and assured me that once the manager is back on Monday, he will have all the information into the system. However this never happened.What exacerbates my disappointment is the lack of responsiveness I encountered when attempting to address this issue with your dealership. I made repeated efforts to communicate through emails and phone calls, seeking clarification and resolution regarding the test drive gift cards promotion. To my astonishment, none of my inquiries have received a response, leaving me feeling ignored and undervalued as a customer. And when I talked with ***** over the phone at follow-up phone calls on Aug 9th 16:23pm - 16:45pm, and Aug 14th 14:13pm. He accused me that I didn't do any test drive and I was lying to get the gift card. And furthermore, either transferred me to the wrong number or refused to talk with the manager.This level of disregard for customer inquiries and concerns is deeply concerning and unbecoming of a reputable dealership. It not only tarnishes the image of your establishment but also undermines the trust and confidence that customers should have when engaging with your business.

  Business Response

  Date: 08/22/2023

  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: 08/22/2023

   
  Complaint: 20469322
  
  I am rejecting this response because:

  Business stated they are still reviewing the case.

  
  Sincerely,
  
  Haowen Fan

  Business Response

  Date: 08/28/2023

  Thank you for bringing this concern to our attention. However, we have no record of this customer going for a test drive at this dealership.

  Thank you. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20469322
  
  I am rejecting this response because:

  1.I have discussed with the other sales manager also named ******, on Monday 08/14 and he confirmed that there are two records of my customer profile. When I came in and test drive RAM **** and Jeep grand Cherokee 4xe on Sunday 07/30, another sales associate ****** helped me the test drive and collected the coupon for the test drive promotion. It's ridiculous that as a general manager in a public trading company, that you made up lies shamelessly. Even if you spend 5 minutes to investigate, I believe you won't made up lies like this.

   

  2. Only certain dealership provides test drive promotion, and I spent 2 hour driving and did a test drive on this promotion at your dealership at AutoNation Chrysler ************************* North *******. There is a cost of time, and yet to say I spent another 2 hours doing following up visits on your dealership about this. The gift card promotion is a compensation back for the time, and it's still shameless for someone as a general manager in a public trading company to accuse customer to make use of the advertised promotions. If you don't want to participate, you can opt not to participate. Instead, you choose to lie to escape the responsibility to finish the job.

   

  
  
  Sincerely,
  
  Haowen Fan

  Business Response

  Date: 09/01/2023

  Although we have record of the customer making several inquiries about the vehicle, and making an appointment to take a test drive,the customer did not show for their appointment. Also, on the customers last communication with the dealership, they did ask about a gift card; however, we show that the customer did not take the test drive. We apologize for any misunderstandings that *** have occurred. 

  Thank you. 

• Initial Complaint

  Date:08/09/2023

  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.

  Auto Nation **** in south ********** sold ** a used truck that should of never been sold!! The truck is a ***** and even the ***** dealership will not fix it. They refuse to fix it since it's a ***** and sold us a warranty that will not even be able to be used. The service manager and the ** are a joke!!!

  Business Response

  Date: 08/16/2023

  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:08/08/2023

  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 purchased a vehicle on July 11, 2023. Within 2-3 days I noticed multiple issues with safety sensors and a clunk in the drive shaft. I called sales on July 14, 2023 and explained the issues to them. I was asked to take the vehicle to them the following day as managers were already gone. July 15, 2023 I took the vehicle to sales determined to return the vehicle giving me issues. A sales manager brought out a TRX Specialist to test drive the truck and told me everything was normal. I proceed to tell the sales manager that I wanted to return the vehicle as I did not want a $90,000 vehicle that was giving me problems so soon. The manager went on to treat us poorly telling me I had buyers remorse and there was nothing he could do to help me because everything was normal. I left the dealership as they were not offering any help. I drove the vehicle back home with the continued problems. I washed the vehicle at our home. Upon opening storage compartments under the seat to our surprise we found a large bag of medical marijuana with the prior owners name listed on the label causing so much concern to the safety of our family. At this point I question if this vehicle was every truly inspected. I continued to drive the vehicle 2 more days and felt the issue getting worse, the check engine light kept turning on and off so I called to book a service appointment. The service appointment was booked for July 27, 2023 and upon arrival **** connected a monitor and found many issues with the truck I was told I needed to leave the vehicle at service for 3-5 days for diagnosis. Since August 1, 2023 I have been trying to get an update from **** the service advisor to no avail. I have called and left voicemails. I have sent text messages to **** and *******************************. Finally today August 8, 2023 I received a text that my vehicle was diagnosed with internal transmission failure and that the clunk was found and the splines in the input shaft need to be lubricated.

  Business Response

  Date: 08/11/2023

  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?

• Initial Complaint

  Date:08/08/2023

  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.

  Well ****** finally received the Payment but for a total of $2872.13. I am looking at the contract and the charge that you put in the contract is $3572. This amount was added to the total of the 72-month contract. I am dividing the $3572 for the 72 months and it gives me a Value of $49.70. I only used this service for one month because the cancellation was made on July 5. Let's say that they are going to charge me for the two months, it would be $99.41 Now if you subtract $3572 - $99.41 = $3522.29 and if you subtract this Value for Value that you paid to ******, it would be $3522.29- $2872.13 = $650.16 we have a difference of this Value. Where is this money? Please, I need to know exactly where the money is, and refunded the balance of$650.16to my account. Thank you ***********************

  Business Response

  Date: 08/11/2023

  Thank you for bringing this concern to our attention. The finance department followed the correct procedure for the cancellation request which is pro-rate based on the term and mileage of the policy purchased. The customer was refunded *******% of the amount purchase of $3,572.

  Thank you. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20441041
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/16/2023

  Because the customer did not give a reason for their rejection, I am unsure of how to assist. Please advise on how we can assist the customer further. 

  Thank you. 

  Customer Answer

  Date: 08/16/2023

  Honestly there not acting correctly because when they sale that cover to the customer there not specific.  And because I decided to remove that them now they don't want to reimbursed the whole amount when I only use that cover for one month. Se the details for the cover. It was only one month after I canceled.  Now they want to benefit with $600 dollars ,that's not fear. 

• Initial Complaint

  Date:08/04/2023

  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 purchased a CPO 2020 **** Explorer ST from the AutoNation ***************** in ****, ***** on 04/26/23. The vehicle needed to be serviced/get second key, as it had not been at the dealership long enough to complete service, but this was not an issue. Following the sale, I reached out to the dealership and salesperson trying to get the vehicle in for service and to address numerous issues, such as transmission, faulty electronics, wheel alignment pointing in 2 different directions, 3rd row seats not working, burning smell when driving over ***** mph, driver seat being loose, chips in paint/windshield, etc. For 3 months, I called and tried to get the vehicle into service, but with no help. I live over an hour away, so calling to schedule the service was the most efficient course of action. Once I was able to get in contact with the dealership, I took the vehicle for service on 07/24/23, but was told the only way to get a loaner was with a major credit card, which I did not have at the time. No other form of payment would be accepted, so I was left with no choice but to drive an unsafe vehicle back home from the dealership. Starting Tuesday, 07/25/23, I've called the AN Corporate support line detailing the issues and asking for help. I was assigned a Customer Relations Specialist, spoke over the phone and provided questions that I wanted answered. That representative has since not contacted me back despite several emails asking for follow-*** and continuing to call into the Corporate support line. As of now, the dealership is trying to charge me for the 3rd row seats to be replaced, stating it is not covered under warranty/extended warranty, even though they've not been operational since I've had the vehicle. Filing this complaint against the dealership/AN Corporate offices, as I continue to get no resolution or help, and that the dealership is now trying to charge me for non-working parts of the vehicle that I've documented since purchasing the vehicle.

  Business Response

  Date: 08/10/2023

  Thank you for bringing this concern to our attention. The customer's repairs are pending completion and they will not be asked to pay for repairs. The management team is attempting to make contact with the customer to clarify the matter further.

  Thank you. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20423580
  
  I am rejecting this response because:
  

  I am comfortable with what the business has offered by repairing all issues brought forth to them free of charge. The reason for the rejection is because the services have not been completed yet and the vehicle has not been returned. I would feel more comfortable marking this issue as resolved once all the repairs have been addressed and the vehicle is returned to me in satisfactory condition. Additionally, I am marking this as rejected due to the history of this organization not communicating with me and taking months to initiate action on their part. Once the repairs are complete and the vehicle is returned, I have no issue marking this case as resolved and the action from the business as accepted.

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

  Business Response

  Date: 08/24/2023

  The vehicle is now ready for pick up, and the customer has been contacted to coordinate the delivery. We apologize again for any inconvenience.

  Thank you. 

• Initial Complaint

  Date:08/02/2023

  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.

  Dropping my car here has been the worst experience of my life. I got a lease after my dad died thinking it would be easier because he wasn't around to do it for me. FALSE. Places like this take advantage of those situations. Long story short, I got my car checked through AAA and tire kingdom who had a 10/10 customer service system of trying to figure out what was wrong. Both determined the car was fine but if something else occurred I should take it to the dealership. I had already taken it to the dealership but they were very rude and wanted nothing to do with helping me because "It was saturday". The car did not start again and I had to call AAA to jump it so I could drive it to dealership again! I dropped it off on a Tuesday which was one day prior to my appointment that I had booked a few days prior. 6 days later, I hadn't heard anything. Anytime I called I literally got a "run around" of who was in charge and then got hung up on. Finally after 6 days I got ahold of girl and she tried to contact the tech and said came back 15 minutes later saying they don't have the results of the diagnostic. 6 DAYS AND THEY DON'T KNOW THAT MY BATTERY IS DEAD? They knew right away but didnt care until I called. It took another week of me calling and hounding and complaining. They had my car for almost 14 days for a dead battery. no matter how much I asked "*******" to communicate with me, I heard nothing. I picked up my car around 12, around 4 "*******" called me for the first time and asked me "did you pick up your car?" How did they not know that I did!?! I said "Yes, is everything ok?" ******* said "Yes, please give me one second, don't hang up" and then SHE HUNG UP ON ME! The lack of communication from ******* was AWFUL but her not knowing if my car was picked up was even worse. Then one day later my front tire has low air even though that is a brand new tire. I don't think its a coincidence.

  Business Response

  Date: 08/02/2023

  Thank you for bringing this concern to our attention.

   

  To better assist the customer, can we have the name of the dealership being referenced in this complaint?

   

  Thank you

• Initial Complaint

  Date:08/01/2023

  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.

  *** made numerous attempts over a period of weeks seeking assistance in locating funds owed to me. This includes emails, phone calls and visits in person to the dealership and even contacts made to corporate. I have extended warranties that were requested to be canceled and I have yet to receive refunds for. I understand they take a period of time to process and be send out, however, we are weeks past the estimated time and no one will return my calls or speak to me regarding what is going on.

  Business Response

  Date: 08/01/2023

  Thank you for bringing this concern to our attention.

  To better assist you, can you please provide the name of the dealership being referenced in this complaint?

  Thanks.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20404230
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  Autonation North ******* 

   

  Business Response

  Date: 08/02/2023

  The **************** and Gap cancellation is currently in progress.

  We are trying our best to have the process expedited for the customer.

  Thank you.

• Initial Complaint

  Date:07/26/2023

  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.

  We purchased my wifes Jeep there last year. Rescenly went back to sell it to them. During the salesmans test drive he noted a shuttering in the drive train. They ran a diognostic on it and according to them said it could be a 4000-**** dollar drive train issue repair and about a 75% chance that it was covered under the manufactures warranty with ***** miles on the car, and we had the ******* mile extended warranty that was very expensive; I said WHAT??!! I called molar warranty customer *******************. They said it was absolutely, no doubt it was fully covered. Then the dealership said that the 4WD service light was on. Now, we only put about **** miles on the car since we purchased ( used) from them telling me that when they sold it to us the service should have been done on the 4WD but obviously was not. They also stated they would not buy it back with the 4WD light was addressed leaving us to believe that was a serious problem as well. Alarms began to go off in my mind. Took it *********** dealer and it was a 10 minute software update. Then we took it to the Auto nation dealer on the north side of ******** to see what they had to say about the 4WD issue. The service department manager laughed when I told him the story and said the 4WD only needed to be serviced hence the little light indicating that. He bought it on the spot without the service on the 4WD and we had a check within an hour. Oh and the refund for the extended warranty? Still havent seen that and doubt I will unless we go back there. Unbelievable experience that could have cost us thousands of dollars.. Military and Veterans beware!! Im a Veteran and they knew it because at the time of purchase over a year ago we did **************., paystubs etc and the same Manager and finance person remembered us.

  Business Response

  Date: 07/31/2023

  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?