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Business Profile

New Car Dealers

Autonation, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 Jan. 20 2025, I requested a mobile technician to come to my car, diagnose the issues, and fix my car. The tech showed up, I paid $193.96 for the diagnosis. The diagnosis said I need to replace the engine coolant temperature sensor, water pump, heater hose, variable valve timing control solenoid, and valve cover gasket. The technician suggested that I start with the coolant temp sensor and variable valve timing control solenoid. I agreed paid ******. He fixed those and left. I started my car and it wasn't fixed. I called him and he came back. He said I need a good tune up and to fix some exposed wires and I can schedule the appointment. I called a different mechanic and he came and ran a diagnostic. He said I don't understand why they fixed those things, those weren't the problem. My problem is the thermostat. I called Autonation and told them what he said and sent his diagnosis report and recommendations. We had several conversations, I requested a refund and they refused. They said for another $500 they would fix the car. I won't do business with them again. I read their reviews, and this has happened to several other consumers. They are unethical and incompetent.

    Business Response

    Date: 01/31/2025

    Thank you for bringing this concern to our attention. To better assist the customer, can we please have the name and address of the dealership referenced in this complaint (other than the Mobile Service)?

    Thank you. 

    Customer Answer

    Date: 01/31/2025

    The location on ************* in *****, **

    Customer Answer

    Date: 01/31/2025

    I am rejecting this response because: The location on ************* in *****, **  

    Business Response

    Date: 02/10/2025

    Thank you for providing us with that information. We are currently investigating further and will provide an update as soon as possible. 

    Thank you. 

    Customer Answer

    Date: 02/10/2025

    I am rejecting this response because:   There was no resolution involved. How much more time do you need?

    Business Response

    Date: 02/17/2025

    To request a reimbursement for the services completed by the **************** please contact their specialized customer service team at ************. As the AutoNation location did not complete the repairs, they are unable to provide a reimbursement. 

    Thank you. 

    Customer Answer

    Date: 02/17/2025

    I am rejecting this response because:   Then who did? If that were a legitimate reason your company would have entered that reason first. You have all the information youre requesting from me. You are stalling the process. 

    Business Response

    Date: 02/26/2025

    The information to contact *************** was provided to the customer after further research was completed to investigate if the reimbursement could be provided by the dealership. As previously stated, because the repairs were completed by *************** and not the dealership, the customer would need to request the reimbursement directly from *************** *************). 

    Thank you. 

    Customer Answer

    Date: 02/26/2025

    I am rejecting this response because:   I already tried that. 

  • Initial Complaint

    Date:09/26/2024

    Type:Product Issues
    Status:
    Answered
    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 had a Lemon vehicle repurchased by ****************** that i originally purchased from Autonation **** Frisco in ***** in March of 2024. I drove the vehicle a total of 800 miles before it became unfit for use. It was later deemed to be a lemon and repurchased by **** on 7/24/2024. I purchased associated service products for this vehicle totaling $10,537. Autonation refuses to confirm the value being credited to me until i sign their paperwork, they also are refusing to credit me for the appearance protection and the theft protection of the vehicle. I have tried for 16 days to get ahold of their customer service department but they are nonresponsive. below is a list of the services with the values for *************** Plan - $4,231 Dent Protection - $1,329 Appearance Protection - $1,439 Tire and Wheel with Cosmetic Wheel - $1,377 Tire and Wheel Protection - $763 Windshield Protection - $699 Theft Protection - $699 Total - $10,537

    Business Response

    Date: 10/28/2024

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

    Thank you. 

  • Initial Complaint

    Date:07/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They are keeping my vehicle and racking up charges on me from enterprise

  • Initial Complaint

    Date:05/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Currently trying to collect a refund for an extended warranty and prepaid maintenance package that was purchased for a truck that was sold at the end of 2022. After speaking with my lien holder they sent a request for the refund to be issued to them to refund to us, They never received a response or a reply. After recently selling my wife vehicle We reached out to ************************* to confirm that they received the money from Autonation. They never received anything from them and thats when they told us to reach out to the dealership we bought the vehicle at. After reaching out to the dealership and two months of back-and-forth, we finally got in contact with a financial manager, who sent us the paperwork to sign and send back. After sending the paperwork back we were told he was going to submit it and that we would get our refund. After another month of being left in the dark, we found out that he never did submit it and finally got a phone number for the warranty refund department. After calling them and resubmitting the documents yet again we heard nothing for another three weeks. After calling them now to check the status, they tell me that the prepaid maintenance package refund window has expired. They stated that it is only valid to get a refund after 90 days of selling the vehicle when asked where this was written or provided to us during time of purchase of both the maintenance package and the warranty. the representative told me that this is not something that they release to the public and that it is a internal policy when asked to speak to a manager I was placed on hold, sat there for 30 minutes and then was disconnected

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    If a vehicle has an engine that is designed to last APX ******* miles, isn't it reasonable to assume that all the parts in the engine enclosure should also? **** Explorer 2016 has a chain driven water pump. It's a well known fact that a water pump will fail before the engine does. Apparently we are not able to create a long lasting water pump for the vehicles.But in order to get to the pump on **** Explorer 2016 You have to pop open the engine enclosure. It's a hard task, and if not done properly it will destroy the engine itself.Shouldn't an engine like this be illegal? Or at least the maintenance to be covered?

  • Initial Complaint

    Date:11/30/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Information provided to finance company is incorrect. *************** called to confirm information and was informed the dealership provided them incorrect statements. Dealership not willing to fix it. Co-signer and purchaser were switched. The co-signer submitted an application for credit as a co-signer (box checked for co-sign) and was falsely led to sign as purchaser on contract agreement.

  • Initial Complaint

    Date:10/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 car and paid for the extended warranty. A few weeks later on august 26, I mailed the warranty company(*************************) to cancel my extended warranty. They said they would mail a check to the dealer, in turn, they would forward it to my loan provider. That was 6 weeks ago. *** repeatedly tried to contact the dealerships finance department but they dont answer or return my calls. Its been weeks since the warranty service provider has sent my refund to the dealership and they still havent sent it to my bank. Interest on vehicle loans is calculated daily, so its costing me money every day. Extended warranty agreement number is #VAN03000064006 VIN ***************** The dealership I purchased the car from is Autonation Arlington The resolution I want is to get the refund check, sent to my loan provider.

  • Initial Complaint

    Date:04/06/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 July 2nd, 2022, my wife and I traded our 2020 ************* in on a 2022 Jeep Wrangler at Autonation CDJR, ******************************************************. We owned the 2020 Wrangler and signed the title for it over to the dealership during the trade in process for the new 2022 Wrangler. We had requested that the extended warranty on the 2020 Wrangler be refunded to us and the financing person, *********************, informed us that that wasn't possible. We also refused any extended warranty on the 2022 Wrangler. Unbeknownst to us, she added 2 extended warranties onto the 2022 Wrangler during the paperwork process. A couple days later my wife and I were going over the paperwork for the transaction and discovered what she did to us during the transaction. We immediately contacted our salesperson, *****************************, and explained what we discovered. ****** brought the problem to the Customer Relations Manager, *****************************. They started the paperwork to refund the extended warranty on the 2020 Wrangler and the 2 extended warranties on the 2022 Wrangler. My wife and I went to the dealership to sign the Product Cancelation Request forms on July 9th, which ********************* dated July 2nd to make it look like she didn't do anything wrong. All 3 extended warranties were refunded in August. The 2 warranties for the 2022 Wrangler went to our lein holder and for some reason the dealership put a previous lein holder on the paperwork for the 2020 Wrangler. The check for the 2020 Wrangler warranty eventually made to us and we deposited it. It was for $867.42. Now we have someone from Autonation Collections, ************************* *************, that contacted me on March 1st telling us that we owe them $867.42 because they paid that money to the lein holder and we weren't supposed to cash the check. I keep telling ******* what happened and that we owned the 2020 Wrangler and that there was no lein holder on that vehicle and the extended warranty money belongs to us.

  • Initial Complaint

    Date:11/04/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Never buy the maintenance program in finance they steal your money , we prepaid $3,157 for it and end up getting a Tesla so no longer need and canceled the warranty and we have always got are money back as we have trade 6 cars in our time and always got the money back . We are told they cancel it but it's non refundable in Florida so do not waste your money . Unethical business to steal your money! We will never buy a Mercedes or deal
    With AutoNation again . I will like my money back for service I prepaid for and did it use as we trade car in a year and do not have a Mercedes

Autonation, Inc. is NOT a BBB Accredited Business.

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