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:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Cadillac 2016 ESV to the Cadillac Auto Nation on *********** in ********* beach a couple months ago. They kept my vehicle for almost 6 weeks because they did not know what the problem was with my vehicle. Not sure how mechanics do not know what is wrong. After that they gave us a laundry list of issues which we then paid and assumed it was fixed. 2 weeks later we were back this time they provided us with a loaner 3k later we got our vehicle back. This time the computer on the vehicle is not working correctly and they do not have a loaner for us. I cant give them my car and stay without a vehicle for god knows how long. Ive been calling trying to get it in and they say they only have 3/4 loaners and they arent ever there. While taking my child to sports practice the vehicle starting shaking uncontrollably I pulled over afraid and you can see the car shaking from standing outside of the car. Hurrricane ****** was coming and everything was shut down. Now I have a vehicle that does not operate after spending over 6,000$ with them. **** is our rep and it seems like he is trying his best but he himself is not a mechanic. Every time I take it to this dealership my car comes back worse. Ive never experienced anything like that.

  Business Response

  Date: 11/17/2022

  Thank you for bringing this concern to our attention. 

  The customer brought in their vehicle in for fuel injector misfire, we diagnosed the vehicle and had to wait weeks for the backordered part to arrive. 

  During this visit, we recommended services such as motor mounts and shocks, but the customer declined.

  We were able to get the car in a second time and performed some of the work that was originally declined.  We were able to provide a loaner at the time and the work was done rather quickly as those parts were not on back order.

  After some time,customer called again and said car was not running right, which is probably due to the other declined work. 

  We did reserve a loaner we had available for customer, but that appointment was canceled due to impeding hurricane. 

  We have been in communication with the customer to schedule an appointment to address these ongoing concerns directly.

  Thank you.
  
  

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 Kia **** from the ************************ Dealer via AutoNation on 6/16/2022. The car had ****** miles. I paid $13653.83 in full for the vehicle.I did read through the carfax report, and the car was in excellent condition. I own 10 other Kia ****s for my business so I consider myself an experienced buyer. After having the car for a month, the engine blew. There was a warranty on the car, and the car was exactly 125 miles over the covered period. I had the car towed (at my expense) back to where I purchased the vehicle. To date, they still have my car, and are offering no resolution whatsoever, and actually told me I would have to pay to have it towed out of there almost 4 months later.......engine still not running.The engine is blown due to a safety recall that the car was sold with. I found out one of the service guys actually DROVE my car to the Kia ********** in an attempt to get them to fix it. I have been patient until today.The only time the ********** made contact with me is when I initiated the call/ contact. I have yet to receive a reply from an email sent to the service manager back in July. The only person I talk to is the same person that says he has no authority to make any decisions? I paid this car in full and drove it less than 30 days exactly **** miles prior to the engine failing. I do not feel responsible for this repair. I want someone to fix the engine, and some type of reimbursement for the tow. As a responsible business owner, I expand on demand. As I grow, I save my hard earned money and purchase vehicles to grow my business. This three months has been a huge burden as I have yet to be able to purchase another vehicle, and cannot use the vehicle I purchased. My request is to stand by your vehicle and fix the engine.

  Business Response

  Date: 11/15/2022

  Thank you for bringing this concern to our attention.

  We have contacted the customer directly and we have a plan in place to have the vehicle repaired. 

  A recall was performed at *** in ********** and we towed the vehicle to a *** near to her. We have covered the towing expenses for the vehicle. 

  We will be in communication with the customer going forward.

  Thank you.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a truck that I purchased and have maintained since *************************************** was in business, which has been closed over 15 years now. I only use the dealership to service my vehicle. I started going to AutoNation and I had them to replace the engine in my truck. I took the truck back because it wasnt working smoothly. It was discovered that a rag was left in the engine. I made them aware of it and was informed that they would know longer service my vehicle. Im not understanding why and cant get any answers from the service manager or general manager. I also have another truck that AutoNation recently serviced. When I picked up my truck last week, I was told they dont want to service my truck because its too old. It there has never been a problem until I informed them of the rag being left in my other truck. Also, I have parts on my truck under warranty, so what am I to do if something goes wrong. If not them, who?

  Business Response

  Date: 11/03/2022

  Thank you for bringing this concern to our attention.

  To be of better assistance, can we have the name of the dealership being referenced to in this complaint?

  Thank you

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18348245
  
  I am rejecting this response because: they required more information. The dealership is AutoNation in Pembroke Pines. *** tried to make contact with *************************, the Service Director, but he has yet to return any of my phone calls. Ive tried to contact. Ive spoken to *********************** about this issue since last year with no resolution. 
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/08/2022

  .

  We have tried to provide this customer with a peerless customer experience. This customer has an older vehicle and receives his service at a discounted rate. We seem to cannot meet his expectations when it comes to servicing his vehicle. 
  
  As far as the rag in the engine, that was taken care of at no cost to him.  The parts that are under warranty are good at any Chevrolet dealership.
  
  Thank you.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18348245
  
  I am rejecting this response because: I never had a problem with the service until the rag was discovered. My question is, is my business not good at AutoNation or are you willing to only service my Suburban and not the other truck? The truck maybe older with high mileage but its well maintained.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/16/2022

  We apologize for any inconvenience this may have caused. 

  Unfortunately, there has been on multiple occasion where we seem to cannot meet his expectations when it comes to servicing his vehicles.

  As mentioned before, the parts are good at any ***** Dealership.

  Thank you

   

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An ongoing situation since I purchased. 2019 ***** Civic from AutoNation ***** *********** on June 2021. I have taken this vehicle to service the Air Conditioning system a total of 5 times. Invoice numbers: ******, ******, ******, ******, and ******. The complaint is in reference to the last 3 work orders. In ****** (5/18/22) they only recharged the ** system claiming it was low. The outcome was satisfactory, however refrigerant leaked again and I took it again for work order ****** (9/30/22) which also included an oil change, system wasn't cooling properly same symptoms as the previous time. According to this order and advisor the evac machine couldn't produce a printout, and it was claimed ac was cooling, which it barely was in the afternoons, it was recommended I return when system wasn't cooling at all. In the last work order, which included a brake flush ****** (10/28/22). It was found that the condenser was contaminated with the wrong freon. I confronted a service manager, ****** about this that how could this occur as I only have taken this vehicle to this dealership service department. He immediately became defensive and let me know that once invoices are opened parts are pulled by VIN, I did rebutt that regardless of that mistakes do happen, but that I have never taken the vehicle elsewhere for ** service and the contamination had to had happen with them. In all I had to pay $892.94 for the brake flush plus condenser replacement and recharge, after being discounted $100. ** claims incorrect freon was in system from either between or before ******. I want to dispute this and be refunded $612.58 which is the cost of the ** portion of the *** I do not feel it is fair I have to pay for a tech's mistake.

  Business Response

  Date: 11/03/2022

  Thank you for bringing this concern to our attention. 

  We have contacted the customer directly to address his concerns. 

  We have review ************************** service history with us and we have come to a mutual and agreed resolution. 

  ********************** was appreciative.

  Thank you. 

  Customer Answer

  Date: 11/05/2022

   
  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,
  
  *****************************

  Business Response

  Date: 11/21/2022

  We have contacted the customer and emailed him a copy of the refund to his credit card in the amount of $655.46 ($612.58 + tax). We advised him that it could take a few days to reflect on his credit card billing statement.

  Thank you

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new car that had a scratch on the back bumper, we were unaware of at delivery on 8/6/2022. The dealership was closing and we were being rushed, never inspected or drove the car, assuming it was brand new. On the way home, I noticed the scratch when we were driving, once we stopped I took pictures. I contacted the dealership immediately on 8/7/2022 and was assured by both *******(our sales person) and ****(only one who would answer the phone) that it wasn't an issue. On 8/9 ******* emailed me to take the car in for an estimate, I emailed her back on 8/11 advising of our appointment the next morning, 8/12 for the estimate. On the morning of 8/12, Autonation Collision of Longwood emailed the estimate to the dealership. Never heard from anyone, so at the end of the business day I called and left ******* a voicemail. She then emailed me back at 6:24pm, stating that she didn't notice the scratch when she was putting on the plate and the manager pulled the video and provided a "pixelated" photo of us leaving the dealership that evening.Called the dealership all morning on 8/13, spoke to **** in service, left a message for ***********************, left a message for *********************, left a message for ****. **** is the only one that returned my calls and said that he would get with *******, I informed him that I provided ******* with a photo of the car sitting at the dealership prior to the plate being put on where you can clearly see the scratch. I sent ******* an email at 11:49am on 8/13 with the photo and requested that the manager call me back. No one responded so I texted **** on 8/16 and he informed me that he was out having hip surgery and he suggested I call ********************* again. Left another message for *********************. Tired of not getting a response from the Cadillac dealership, I contacted GM directly 1:47pm, spoke with ***** who opened case# 9-8196836551. ***** advised me to contact ********************* at the dealership in *********, she was their customer experience

  Business Response

  Date: 11/03/2022

  Thank you for bringing this concern to our attention.

  We have been in communication with the customer regarding this concern.

  We will contact the customer again to determine a resolution. 

  Thank you,

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, October 25, 2022, I accompanied my son to Autonationford Mobile **, which is over an hour away. The breakdown in communication occurred when we met their financial "person" who was extremely rude and dismissive. Long story short,we ended up walking out when we were actually ready to "seal the deal". I requested to have an extended warranty added to the car that we were attempting to purchase. His response was " you can't get a warranty on the car", which I thought was extremely odd. He offered us no other options. I reached out to their sister dealership who advised me regarding the plethora of warranty options that they have. Their financial "person" assumed that we couldn't afford an extended warranty so he didn't bother to advise us of all options. He looked at my son's finances, but was absolutely clueless about mine. The salesperson called me that evening and apologized for what happened. He also advised that when we returned the next day, that a different sales manager would assist us and go over all warranty options. We were all in agreement that we were buying the car. Everything was ready except the warranty. I responded to a survey email outlining my comcerns. The next morning the Manager responded and apologized for the experience that we had and then said "the car was sold". The car was listed in their system as a pending sale, we signed the document agreeing to the price, they knew we were coming back to purchase the car. They released the car to another dealership and SOLD IT. It wasn't even SOLD on their lot.I am extremely saddened that my son's first experience with buying his first car was so unpleasant. He was unfairly judged,we both were. We were TOLD that we could not buy something and we were not offered any options. The car was listed as a pending sale in their system, with my son's name attached. They have made no effort to rectify the situation. Additionally,as of this evening, management has not returned my call.

  Business Response

  Date: 10/27/2022

  Thank you for bringing this concern to our attention.

  The customer did indeed request to have an extended warranty added to the loan, however the lending bank would not allow the service contract.

  We gave the customer an option to elect to a payment plan, where they denied and left.

  The customer reached out to the dealership the next day but unfortunately the vehicle was sold by another store. There was never an agreement made to hold the vehicle.

  Thank you.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18319627
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/31/2022

  The response provided by Autonation is FALSE.  The finance manager stated that we could not purchase a warranty for the vehicle. The salesperson called us back and stated that was incorrect and when we returned the following day,a different financial person would go over ALL warranty options.  They sold the car when we had a pending sale. Additionally, we have proof regarding what took place in the office. As of today, I have not heard from management. Here is the thing: I can take my business elsewhere, but now it's the principle of the matter. I hate when a person fabricates events to suit their agenda. I will never do business with this company or their sister companies. They have made no effort to correct the problem, which speaks volumes regarding the way that they address all issues. 

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into ******** **** of Pembroke Pines to change my battery on my Vehicle because it keep shutting off on the road, this morning and ***************************** told me they cannot change my battery because its not a ******** battery even though the battery is under factory warranty.

  Business Response

  Date: 10/28/2022

  Thank you for bringing this concern to our attention. 

  We have been in communication with the customer. They were at the dealership on Monday. 

  In attempt to test the vehicle's battery we saw that i was replaced at the Lexus dealer here customer purchased the vehicle. 

  We advised that we could not warranty a Lexus battery in her ********* and she should return to them or purchase new battery. 

  Thank you,

• Initial Complaint

  Date:10/24/2022

  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.

  I bought a ****** Tundra in December 2021 and paid cash via my banks money order. After receiving the plates and registration via the mail I noticed the registration was wrong. It stated that it had a lienholder on my truck listed as my bank. Since I paid cash I immediately called multiple times for a period of 3 months and was told by the finance manager ******************* that the problem was being handled. I then tried to file a complaint with ****** Motor corporation and they tried to reach out to the dealership basically telling me they can't do nothing on my behalf it was up to the dealership and after 3 weeks the finance manager calls me and tells me they have submitted the paperwork to the dmv and that I should get my title in 3 weeks. A month or two pass and I get a registration from the dmv stating the lienholder was now the dealership. I then called back for more months of the same lies and run around. Saying they were fixing the paperwork and sending it to the dmv and it will be taken care of. Almost two months ago fed up I go down in person and I speak to ***** in finance to gives me his boss who he claims is an acting finance ************************* who has the title of customer ******************** service manager. Who claims he's handling things directly and it shouldn't take no more than two weeks and he will email me and call me. No word again, no return calls. I've also filed a complaint with the better business bureau which they promptly ignored as well. I'm at my **** end trying to get the title of my truck that I paid cash for almost a year ago.

  Business Response

  Date: 10/28/2022

  Thank you for bringing this concern to our attention.

  We sincerely apologize for the delay and for any inconvenience this may have caused. 

  The title paperwork has been corrected and the *** will be sending out the title to the customer directly. 

  The customer should receive the title in 1 to 2 weeks. (Please see attached)

   

  Thank you.

   

  Customer Answer

  Date: 11/07/2022

   
  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:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see scanned complaint

  Business Response

  Date: 10/27/2022

  Thank you for bringing this concern to our attention. 

  We have been in contact with the customer directly and apologized for their experience. 

  As of good faith, we offered the customer a refund on the diagnostics fees and a refund on partial rental car period. -customer was appreciative.

  Thank you.

• Initial Complaint

  Date:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Found 2016 Challenger SXT Plus online from AutoNation ****** in **************. The price seemed high but the pics of the car that were on the site looked good, with the only noticeable damage in the pictures being console leather cracking. We asked ************* agreed to recover it before delivery Salesman ****** sold us on price by saying it was a 1 owner with higher millage but in good shape. AutoNation showed a high **** value which is based on the vehicle being in better than average condition. We purchased the car online & had it delivered to ******* We took delivery in the rain at the AutoNation dealership in ******* We noticed a dent on the driver side fender at delivery &contacted the salesperson. He told us you could see it in the pics online & didn't mention any other issues. Once we got the vehicle home out of the rain, we noticed that there were over 10 dents on the vehicle. plus multiple scratches (over 3 inches w/touch up paint). Also the paint and windows had acid rain stains that wouldn't wash off. Along with a damaged drivers seat & air dam hanging off. When we contacted Sales Mgr ****** the next day he agreed they were not visible in their pics . The main issue is the bird dropping spots are thru the clear coat & into the paint. We paid to have the car detailed to fix the acid spots & try to remove the spots from the birds. They were able to get the acid spots off but not the over 15 bird spots. Contacted ***************************** were able to get the dents pulled out but won't fix the paint. We took the vehicle to a paint shop & other detail shops who said only way to fix paint is to repaint car. AutoNation will not respond to phone calls or emails at this point saying the car was sold AS IS, although our Buyers Guide states otherwise. The dealership lied about the condition & value of the car. Feels like a Bait and Switch deal. We asked for copies of paperwork at signing & they said Corpus would mail, after multiple requests we got it 30 days later

  Business Response

  Date: 10/18/2022

  At AutoNation we strive to provide our customers with a peerless experience.

  Mr. and Mrs. **** purchased an "As-Is" 2016 Challenger with over ******* miles on it. 

  As a goodwill gesture we made several additional repairs after the purchase in an effort to satisfy the York's.

  Their latest demand is the have the vehicle repainted, which we have declined to do. 

  We even offered to purchase the vehicle back for the value they purchased it for.

  Our company has communicated this to Mr. and Mrs. **** from a store and corporate level.