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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchases a vehicle in December 2023. I also purchased their Gold Warranty Plan. Two weeks later i discovered that a CD was stuck in the CD player. I contacted the dealership to get it taken care of. They had me take it in, then told me i had to take it to another dealership to get fixed under warranty. When i did that the dealership told me it was not covered under warranty. I have been back and forth with both dealerships and am now getting ignored from the original dealership i purchased it from. I was under the impression that if anything was wrong with the vehicle within the first 90 days the selling dealership would fix the problem. I guess i was wrong since i am still driving around with a truck that randomly plays "wheels on the bus".Business response
02/27/2024
The ********************************************************************************************************** the radio. Maybe the radio needs to be replaced with an aftermarket radio.Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11 20 23 car dropped off for check engine light and oil change. 12 3 23 went to pick up car and oil change was not done, I was advised a switch in the steering column was the problem and this corrected the check engine issue. 12 04 23 car was dropped off at my job by an employee. When I went to get in the car check engine light was still on. Took the car back on 12 05 23. They said they had several techs looking at the car. I was checking with the service rep weekly. On 1 13 24 was advised car was fixed an additional fee. They stated this issue had nothing to do with the first issue which is why I took the car to them check engine.On 1 13 24 around the time we were getting snow storm, service person brought the car out, she opened the door and had a piece of cardboard in my window stating the window had slid down. I had problems with the window and asked that they not let the window down previously. However. I got in the car she closed the door and returned to the building. I then went to open my door to slide the window up and the door would not open. I had to crawl over to passenger side to tell her something was wrong with the door and I could not open from the inside she said she didnt know what happened she brought the car out and to call svcemgr the next day. I called the next day he was not in. I called a couple of days later he picked up the phone i told him what happened and said one of his techs would call me back asap. I called him back a few days later, no phone call no response. I contacted there corporate office and they referred me back to the same unprofessional individual. So I am unable to open my driver's side door from the inside. I now have to crawl over to the passenger side door to get out of my car. There was absolutely nothing wrong with my car door when it was dropped off to them 11 30 ******************************** from them 12 4 23 and returned to them on 12 5 23. This unprofessionalism needs to be told and consumers beware.Business response
02/23/2024
Customers vehicle was towed in for a no start. Had a wring problem that required removing the steering column and then the check engine light was on do to a part that was repaired at a discounted price. At no time did we work on the windows or door latch. The vehicle is a 2000 model vehicle that has in excess of ******* miles parts will wear out eventually but we done no work near these 2 complaints.Initial Complaint
12/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought a car from Autonation **** 10/25/2023 Mt Moriah he car had severe structural damage. The dealership put false information on the carfax pertaining to the car. I also found out that they had sold me a car that was placed together by barbwire underneath. There wasn't anything holding the bottom of the car together but barbwire. No skid plate no fender liners. I got in contact with ***************** the finance manager they agreed to try to fix their mess up. We took the car back in person and showed them what kind of car they had sold me. *********** agreed and said this was unacceptable and for sure a safety hazard. So that I wouldn't contact Corporate. My front end of my car still isn't pieced together correctly. ************************* had very defiant unprofessional attitude on the phone and refused to help me resolve this matter, when clearly the dealership dropped that ball. The person who received the car in dropped the ball. I'm highly not happy and am not pleased about this matter. My mother tried to call the dealership and *********** kept hollering at her during the phone conversation telling her after 5 days it's yours you own your car he refused to listen. I want this car fixed. ***** is willing to help me so now I want this time be in the *** hands.Customer response
12/13/2023
The address is on ***************************** Memphis ** *****Customer response
12/13/2023
The address is on ***************************** Memphis ** *****Customer response
12/13/2023
The address is on ***************************** Memphis ** *****Business response
12/14/2023
We do not ever falsely report anything. Secondly the vehicle in question has a clean carfax which is independent from our dealership. Lastly the car had a broken bracket on the radiator mount that we paid to have fixed. This customer also threatened to cause damage to the dealership in retaliation. He should be happy now.Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
VIN ***************** I test drove this car on 9/15/2023. The rear end was making a noise and I said as much. Dealer said their techs had gone over it and everything was fine. AN said noise was inevitable with a car this age. End of October, AN lowered the price. I test drove the car again on 11/04, still made the same noise. AN loaned the car to me on a demo so I could have a *** done. I brought the car to ***************************** and they diagnosed the noise as wheel and axle bearings that need to be replaced. Estimated cost of repairs was $5700. I told the dealer I was still interested in the car but at a price that reflected the repairs that needed to be made and gave a copy of the diagnostic report along with a receipt for the **** I never heard back from AutoNation Ford Memphis Mt Moriah. Later that week the car was removed from their website and other websites. The car appeared the following week for sale at AutoNation *********************************. I contacted AutoNation **** WBL and asked about the vehicle. They said it had no known issues. I forwarded them a copy of the diagnostic from the **** I am disturbed that AutoNation Ford Memphis did not want to deal with the issue when presented to them. They didn't want to work with me even though I had invested a significant amount of time. I am disturbed that AutoNation as a larger entity is permissive of one dealer transferring/selling a vehicle with a known issue to another dealer without disclosing the issue. I am in conversations with AN **** WBL about the car. They are repairing the issue. If it is repaired properly, and we can agree on price, I intend to buy the vehicle. Because it is not a local dealer, I cannot bring my trade in to offset the cost/sales tax on the vehicle. I will also have to pay transport costs to bring it back to Memphis. I would like to be reimbursed for the *** ($234), the transport costs ($1,100), and the extra sales tax ($300) I will have to pay.Business response
12/04/2023
Customer opted to not purchase car as we declined to make such repair by customer. Vehicle was priced accordingly.Customer response
12/04/2023
Complaint: 20944775
I am rejecting this response because:First and foremost, the dealer sold the car to another party without disclosing what was now a known issue with the car.
Second, the dealer presented the vehicle as having no issues and it priced accordingly. When presented with evidence there was an issue with the car, they went silent.
Sincerely,
*****************************Business response
12/07/2023
Our techs deemed the car reliable and not an issue.Customer response
12/08/2023
Complaint: 20944775
I am rejecting this response because:Techs make mistakes, which is fine. When presented with evidence that the car had a meaningful issue, the dealership sold the car to another entity without disclosing what was now a known problem. I know this because I contacted the dealership they sold the car to and they were unaware of any issue with the vehicle. That dealership, when presented with the same documentation, opted to repair the vehicle.
Sincerely,
*****************************Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2013 Kia ******** on August 22, 2023 from Autonation ***** VIN *****************. It has a Theta Ii GDI Engine. There was a lighted symbol on the dashboard and I was told it was the oil change light. They then "changed the oil" and the light went out. The dealership then told me I might want to get the car serviced. The light came back on the next day and I found out the light was an engine malfunction light and that this model car was found to catch fire due to a defective engine. This information was known to the Autonation dealership and they deliberately withheld this information. My vehicle engine stalled and caught fire while I was driving it on October 2, 2023. It was towed to Superior Towing and when I called them to get my belongings I found out that Autonation had never transferredt the title to me. It was under the name of ***************************. I paid Autonation to transfer the title and they said they tried to fed ex the title to me on Sept 11, 2023. Fed ex said the label they showed me was a Shoprunner fed ex label and was not a label fed ex would use to ship me a title. Also I talked to the ********* DMV Oct. 17, 2023 and was informed the car title was never transferred to me. I was mislead, lied to and lost my vehicle and my means of income due to the deliberate fraud of this company. I have my bill of sale and the ******* of ******* form allowing Autonation to transfer the title to me. I want the entire amount I paid for this car refunded to me.Business response
11/21/2023
When ************** purchased her vehicle there was no outstanding recalls. As far as the tags go we fed ex her paperwork to her and she never signed for it. She did not pay us to do the tags. The title would have been transferred in her name when she properly tagged the vehicle.Customer response
11/21/2023
I paid Autonation **** $699 for a dealership processing fee. They were required to fill out and process all forms and title transfer fees. They have lied about everything and they will here from the District Attorney and an Auto Fraud Attorney if they do not repay me. Autonation has been in trouble across ***************** for their deceptive practices. ********************** with *********** 5 in Memphis,** is my personal friend and he is currently working on a news segment about my experience with AutonationCustomer response
11/29/2023
Complaint: 20898550
I am rejecting this response because:I paid Autonation **** $699 for a dealership processing fee. They were required to fill out and process all forms and title transfer fees. They have lied about everything and they will here from the District Attorney and an Auto Fraud Attorney if they do not repay me. Autonation has been in trouble across ***************** for their deceptive practices. ********************** with *********** 5 in Memphis,** is my personal friend and he is currently working on a news segment about my experience with Autonation
Sincerely,
****************************************Business response
11/30/2023
The $699 is the Documentation fee. Not a tag fee we have fed expressed a check for the taxes and the required paperwork the customer needs to process her tags. We did not charge her for tags she was only charge for a temporary tag in accordance with ***********.Initial Complaint
10/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son ************************* purchased a silver 2013 ***** Accord from you all on his birthday October 25, 2023. I proceeded to come to the dealership after he had just left so I assumed the dealership was still open. Upon arrival my windshield was busted by your gate as one side was fully open. I turned into the dealership to retrieve my son's sheriff sticker out of the car he traded in and the arm busted my windshield. I proceeded to go inside and was approached by the cleaning crew who directed me to the inside after seeing my windshield. They gave me the manager ******************************* card. I called her and let her know what had happened. She told me She would get with me the next morning. She called me on October 26, 2023 and was very combative and very unprofessional on the phone with me. I told her that I didn't appreciate how she was talking to me. She said I don't know what you want me to do and why you think I'm responsible for your windshield when you ran into the gate. I said no mam totally not correct. I pulled in and the long arm busted my window. She then got off the phone with me. My windshield coats me ****** and it happened on your lot.Business response
10/30/2023
Mam We lock our gates upon leaving at night the cleaning crew which is subcontracted through City Wide has access to open and close gates they may have left a gate open upon entering. The Gate you sent a pic of is a double gate with more than enough room to drive a vehicle through on both sides. It was of no fault of ours that you parked or drove into 1/2 the gate. I do apologize for the conversation my manager had with you and I will address that immediately.Customer response
10/30/2023
Complaint: 20798098
I am rejecting this response because: I drove fully into the gate and the gate went into my windshield.
Sincerely,
*************************Business response
11/08/2023
The compliantant drove into a gate after business hours the gate is painted a bright yellow and is easily identifiable. Complaintant should file on their auto insurance.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my vehicle to Auto Nation **** to sale it. I wasn't happy with the price quoted, so I decided to keep the car and let the correct all of the recalls on the car I waited for a few hours for my car to be done. When the gentleman finally pulled up with the car, I get in and see that there was nothing done to the broken gear shifter parts inside the car. They guy told me that they were only responsible for the control arm parts and the recalls on the door latch and the brakes.I said fine, paid the guy for the part that was missing. He put it back on in his words, " free of charge" and " he was doing free labor."I get about five miles away, and get to a red light, hit the brakes, and it feels as if something is loose or hit really hard. Then, I go to the store and when I come out to move my car, the part that I had put on came back off as I attempted to put the car in gear. If that's not enough, the car is really loud when you start it in the mornings now, and there are a whole lot of lights that comes on on the dash and makes the car feel like it's hard to turn.I have reached out to ****'s corporate office and filed two different complaints and no one has bothered to contact me.Business response
09/29/2023
The customer has her vehicle brought here for 2 recalls one was a cable bushing and a shifter cable. Neither repair had anything to do with the fuel system. While her car was here the fuel pump went out. We advised customer and she had vehicle towed away. Myself, my service manager and the service advisor has all reached out to customer and can not receive a response as of 09/29/2023Customer response
11/03/2023
Hi *****,I am writing in response to complaint #********.In the response from AutoNation Ford Memphis, the company states that I was advised that while my car was there being serviced for recalls, my fuel pump went out and I had my vehicle towed away. They also stated that they reach out to me and have not received a response from me.Well, the problem with this is that one, I wasn't told anything about a fuel pump going out, two, I drove my car away the same day about 3 to 4 hours after arriving, and lastly, no one has bothered to reach out to me regarding this matter.I have complained to their corporate office on three different occasions and they haven't gotten back to me regarding this matter either.At this point, I am at a lost for words. This company has created a made up story about me having my car towed, them talking to me about a fuel pump, and them reaching out to me.I disagree with the whole entire lie that they have made up. I would like my paperwork from the work that was supposed to be done on the brakes, the doors and the bushings. I would also like to know the make believe tow company that came to get my car, and the paperwork associated with the tow.Business response
11/08/2023
We will be happy to look at the problem with the complainants car. The estimate of repair will depend on what's wrong with the car. Customer needs to schedule to bring it in.Customer response
11/08/2023
Complaint: 20665125
I am rejecting this response because:
Sincerely,
***************************Customer response
11/08/2023
I am needing the paperwork from AutoNation **** that shows them alerting me of my car problems and the paperwork where my car was towed away. I also refuse to pay a ***** for something that they did.Customer response
11/08/2023
From the CONSUMER:Sent 11/8/2023 2:16:48 PMI am needing the paperwork from AutoNation **** that shows them alerting me of my car problems and the paperwork where my car was towed away. I also refuse to pay a ***** for something that they did.Customer response
11/08/2023
From the CONSUMER:Sent 11/8/2023 2:16:48 PMI am needing the paperwork from AutoNation **** that shows them alerting me of my car problems and the paperwork where my car was towed away. I also refuse to pay a ***** for something that they did.Initial Complaint
06/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction 3-1-23 Amount of money paid $2000 The dealer committed to repair my car with out because they damaged my car .Now they want me to pay $4000 for an issue that they caused. The business gave me a loaner car to use while making the repair, but did not keep their commitment to repair my care at no additional cost.I can provide the receipt of the unnecessary repair that they made which did not fix my original concern. They completed a faulty repair and then caused another major repair. I want my car returned with the damage that they made completely repaired at no cost to me.Business response
07/11/2023
The vehicle needed the repair that was made. After this repair customer identified an additional noise. That was not part of the original repair or diagnosis.Customer response
07/11/2023
Complaint: 20215943
I am rejecting this response because my car was not making the noise that I complained about when I picked up my vehicle. My car was in the care of the dealership for over 3 months. When I picked up my car, it was in worse condition as before. The dealership would not take responsibility for their actions.
Sincerely,
Learaya ****Business response
07/14/2023
We have explained to customer the next repair would be the rack and pinion based on technicians diagnosis. I also advised customer to get a second opinion.Initial Complaint
06/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On April 22/2023 I purchased a 2009 ******** SL550 from Autonation **** in Memphis. ***********, ***************************** was great and other than the long process to complete the transaction everything went fine that day. I wrote a check to purchase the car. I was told by my salesman and Tonnorris ******** that the dealership would process the title and it would arrive to me in the mail from the state in about two weeks. I would need to get the new tag from my local County Clerk. All is good with this. The dealership charged a $699.00 processing fee and this is the only paperwork they had to process. On May 12, 2023 (3 Weeks later) I received a Federal express package from Autonation with the Title not processed, with a note stating the vehicle is not in my name till I go to the *** and process it. I went the next day and put the car in my name after driving it for three weeks without knowing it was legally recognized as mine. I immediately contacted my sale rep who stated this is not the process and he was sorry it happened. He told me he would have someone from management contact me that day. The salesman and my conversation went on for about 10 days with no one get in touch with me. One person called, I was not able to take the call. I called the number back and left a message stating who I was and never received a call back. Other than this title document there was no other processing for me, just their internal needs. To this day, the only person who I have communicated with is the salesman. He has been awesome, just not able to help. They could have given me the title the day I purchased the car if it was my responsibility to get the title. Looking at the documents they charged me $30. to process my check. I was put in a bad spot. I drove the car for 3 weeks without the state knowing I own the car. If I would have had a traffic stop it could have been bad. I have tried repeatedly to discuss this with AutoNation but no one would return my call, except the salesman. I would like to be made whole by Autonation sending a refund of the $699. processing fee, that they did not do. Documents attached.Business response
06/07/2023
The tag work was not included in the processing of the paperwork. The additional fee of a new tag was not collected by the dealership. The *** fee of $699 does not include the state fee of $140 to get tags. The customer was issued a drive out tag therfore was legally driving the vehicle. We will gldaly get the tags for the customer if they will provide ** with the required doc's for the *********** and the additional $140 needed.Customer response
06/07/2023
Complaint: 20149223
I guess the dealership did not read the complaint. The complaint was not about the tag. It was about the title. Two people (salesman and the person who took my check) at different times told me the standard process was for the dealership to send the title to the state and I would receive the title from the state. I understood I was to get the tag. When I called to talk about this issue no one other than the salesman would talk to me. He apologized that he could not get anyone to call me back. I hope this complaint gets Autonation to review the customer relations process. When I talked to the salesman after receiving the title in the mail, he told me again that was not correct process.
***************************Business response
06/10/2023
Sir with all do respect i did read the complaint. The *********** does process the title but will only do so after u tag the vehicle. Which was not included in the amount you paid.Initial Complaint
01/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Jan 19th I purchased a car from Autonation **** on ********* in Memphis **, the dealership failed to do an inspection on the vehicle before selling it to me which led them to fail to let me know the rims are bent and the brakes are bad. I almost killed myself twice driving this car and Autonation will not fix the issue basically told me they cant do anything for me and they dont want to help. They laughed in my face. A guy name **** and a lady name ****** was suppose to assist me but they laughed in my face and didnt help. I didnt know what else to do about this but reach out to an attorney and BBB for assistance.Business response
02/03/2023
The vehicle did go through a 125 point inspeection and has a 90 day warranty on the powertrain. The customer did return with a complaint on a vibration and it was diagnosed as having a bent rim. We told the customer it would needd to be sent out to be repaired but the customer would be responsible for paying the repair.
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Customer Complaints Summary
18 total complaints in the last 3 years.
9 complaints closed in the last 12 months.