Complaints

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

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  Autonation USA Plano

  4051 W Plano Pkwy Plano, TX 75093-5614

• 

  Autonation USA Plano

  4201 I-35E Denton, TX 76210

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:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against AutoNation regarding the purchase of a used 2014 **** Q5 that was sold to me as is without proper disclosure of a critical known defect involving excessive oil consumption.05/24/25: Purchased vehicle from AutoNation, told it would be ready in two business days.05/30/25: Went to pick up car. Manager explained it hadn't undergone standard service inspection and asked me to return in a few days.06/04/25: Took possession. "Low oil level" warning appeared during drive home.06/05/25: Contacted salesman about low oil warning and squealing brakes. Returned vehicle same evening. After one hour, oil was topped off and sensor reset. Asked to return June 9th for brake pad replacement.06/09/25: Rear brake pads replaced 06/09-07/01: Over three weeks, "low oil level" notifications appeared multiple times, followed by critical warning: "Switch engine off immediately! Oil pressure too low." Dipstick showed oil level completely empty. Oil was added again.07/02/25: Brought vehicle to **** Plano for diagnosis and oil consumption test at ******* miles. Dealership retained vehicle one week, charged $272 for oil change, instructed me to drive ***** miles to monitor warning light. Oil light returned at ******* miles.Through independent research, I discovered the 2014 **** Q5 has a well-documented oil consumption defect that significantly impacts reliability, safety, and value. This defect was never disclosed during sales. While as is sales typically limit warranty protections, AutoNation failed in their fundamental duty to disclose a material defect affecting vehicle safety and functionality. Failure to disclose a known, serious defect that could result in catastrophic engine failure constitutes deceptive and unfair business practices.I made three separate attempts to contact the AutoNation manager. As of today, I have received no response from management. I also spoke to the salesman who said he would inform the general manager of the issues.

  Business Response

  Date: 07/18/2025

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

  Thank you. 

  Customer Answer

  Date: 07/18/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/27/2025

  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 April 19, 2025 my wife and I purchased a 2023 ********** from this dealership. We have been waiting for our license plates to come in. Our temporary plates expired 5/10/2025. **** ******, the ** at this business called and said they never had our vehicle inspection done before selling us the car, and that they are not able to get our license plates/registration because of this. They are refusing to come get the vehicle and get it inspected, and are telling me that it is my responsibility to get this done for them. I'm not happy, and I don't intend on taking time off of work to get this done. They only offered a $25 reimbursement for my time. That does not cover time off work to get this done. I believe they made this mistake, they should be responsible for getting the inspection taken care of for me.

  Business Response

  Date: 06/17/2025

  Thank you for bringing this concern to our attention. The dealership has arranged for the vehicle to be picked up and the state inspection was completed. An inspection was also performed and the fees were paid for the permanent plates. The management team has arranged for the delivery of the plates via FedEx. 

  Thank you. 

• Initial Complaint

  Date:03/18/2025

  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.

  My name is ********** Loyal, and I am an active duty service member. On March 4, 2025, I purchased a certified pre-owned 2018 *** 330i xDrive with ****** miles from AutoNation USA Plano. I arranged to have the vehicle shipped to my base in *******, *****. However, the vehicle was never delivered, so after 3 days, I decided to cancel the delivery and pick up the vehicle myself. On March 8, I picked up the vehicle, and upon inspection, I immediately noticed smoke coming from the air vents. I called my salesman, ********, and he advised me to bring the vehicle in for servicing to check the A/C the following Monday. While continuing my drive back Killeen the car failed to accelerate on the expressway. I called ******** at 7:52 p.m., and he instructed me to turn off the vehicle and restart it. I followed his instructions, but the vehicle failed to restart ************* that point, the dealership manager, ****, got on the phone and instructed me to have the vehicle towed to the nearest AutoNation. On March 17, I called and spoke with *****, the *** service mechanic responsible for my vehicle, who informed me that the car requires an engine replacement and a new starter, and he was waiting for confirmation from AutoNation. **** the AutoNation manager called me and stated that I either choose another vehicle from their lot or AutoNation would cancel the deal entirely and return my payment to the bank. I purchased this vehicle as an AutoNation Certified Pre-Owned vehicle, which is covered by AutoNations 90-day/4,000-mile warranty, and **** is refusing to honor this warranty. This refusal to repair my vehicle and return my payment is a breach of contract.I am requesting that AutoNation honor the terms of our contract and the warranty under which my vehicle is covered and fix my vehicle. Furthermore, I request reimbursement for all incurred expenses related to the breakdown of my vehicle such as rental car, towing and ride share services and my shipping fee.

  Business Response

  Date: 04/07/2025

  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:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased a vehicle on 02/15/2025 with extended warranty. Returned vehicle for repairs on 02/17/2025. Steering wheel needs 3 hands to drive the vehicle, trunk doesn't stay open, falling on my head. I was told that they're waiting on parts. Not able to drive the vehicle due to the Steering wheel problem. Wouldn't provide with the service department number. I was told they don't have a service department at this location. I spoke with the sales person and was told on 03/05/2025 he would call the service center and call me back. No return call has of today. I purchased the ************** Protection warranty for $3999.00

  Business Response

  Date: 03/28/2025

  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:12/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2010 ***** Civic (VIN: *****************) at AutoNation USA Plano 11/23. The deal included several things, but the shop/store did not properly do them. I can leave those for now. The real issue I'm experiencing now is that the car was brought to the shop to finish interior/exterior detail and touch-up on 11/29 and was finished and picked up on 12/5 with an extremely bad clutch. There were no symptoms of any bad clutch the day I bought it, and nothing went wrong before I brought the car to the shop on 11/29. Yesterday, I picked up the car and noticed the speed was not picking up when the *** was raised. Today, I tried it on a quiet road to test it safely, and the *** and speed revealed the clutch issue with the bad clutch burnt smell. This happened after the shop did what they called detail and touch-up, but those things were not done as claimed by the shop initially as well. The clutch issue NEEDS TO BE FIXED since it happened after the shop mistakenly did something to the car while staying at the AutoNation USA Plano shop. This is absolutely not AutoNation quality since our friends have had many great experiences with AutoNation all around the States. The interior and exterior detail claimed by the sales was not done as well, as you can see in the attached pictures. The roof was already cleaned by myself. The headlight only needs a quick restoration kit to fix, and this is such a simple fix at your shop, but it's not even touched. These have become minor issues, as the clutch was badly worn at the store for the reason/purpose I do not know, which has become a major concern for my AutoNation experience.

  Business Response

  Date: 12/19/2024

  Clutch is being fixed as agreed. thank you

  Customer Answer

  Date: 12/28/2024

  I have reviewed the business response and accept this resolution. Clutch was replaced. Though all other mentioned details (interior & exterior detail, headlight, some plastic parts) were not talked about/considered at all, we are okay with the result, a safe car to drive home.

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25 I purchased a 2014 Jeep from Autonation Plano and traded in my 2020 ******* Venue as well as a cash payment of $14,000.00 so the car is paid off. I was told the payoff would be sent in a few days. After 2 weeks I called everyday to get an answer about this issue and was promised call-backs that I never received. On 11/21 I went up to the store to speak to someone in person as their 25 day window to send the payoff had passed and my credit was now being hit for non-payment. We went over the information they had and discovered they sent the payoff to the wrong company/address. I gave them the correct information and gave permission for them to speak with my bank to insure no miscommunications and was told they would 'try' to overnight the payment. Now on 11/27 it has been another week with no payment received by my bank and no callback about this persisting issue. This payoff needs to be sent asap as Autonation is well out of compliance and are singlehandedly destroying my credit over a vehicle I have not been in possession of for over a month.

  Business Response

  Date: 12/26/2024

  ******* the check was sent to *** on 11/29 which we have proof of. Feel free to contact the dealership anytime! 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** Hiranhphom, I live in ****** but the fraudulent individual lives in ***** now and has sold my cooperate vehicle to autonation USA plano TX, after breaking the contract and not paying back the money for the vehicle, he took property of the business asset and the title being in the business name ***************** and ***** Hiranhphom. They are aware he is not the owner of the business nor on the title. This happened in April and I have been trying my best to get a hold of the dealerships but multiple lies and text and now they are willing to work with me and said for me to come get the vehicle but I found out they have been stalling since 10/01 and they submitted an application from ****** for a duplicate title ( still my name and my business) . I have now requested help from ****** so now after the title they just request is valid and the one I have now is current and validate the duplicate title the dealership requested for on 10/15. I need help sending a demand letter and suing both the individual and autonation dealership. Please give me a call if possible to further discuss the whole situation. Thank you! *************************************** ************************************************************* ********** *****************

  Business Response

  Date: 12/26/2024

  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:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/01/2024 AutoNation ************************************* Submitted a request to purchase my vehicle on their website, received a fair offer of $9,225. Made an appointment to come in and complete the transaction and was given an updated offer 45% lower than the original offer, $5,000. I was told it was due to the mileage, which was correctly entered in the quote I submitted. I was told they would not honor the written offer I was given, only would say a generic offer is given and they don't use what their dealer links you to. It is just used to get customers to come to their lot.

  Business Response

  Date: 10/08/2024

  Good afternoon sir. I did have the opportunity to speak to you over the phone to properly address what you felt were unethical business tactics. Again, certainly apologize for the inconvenience and my team has learned from this and will strive for earlier proper communication moving forward. Should you have further questions...please do not hesitate to reach out to us!

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spoken with my personal sales associate and a manager of sales if Im not mistaken. As I tried to explain to them I have not been satisfied with my vehicle. I have had multiple issues since the day I drove it off the lot. I have been back and forth between two locations getting issues fixed. With the last issue costing ***** dollars in repairs. Repairs that were noted, when the vehicle was in the dealership possession back in January. Which at that time they told me they were submitting to the warranty company but yet did not fix. No, one would work with me. I have called numerous times, and have been brushed off. I have had to advocate for myself by myself. I told them I would not recommend anyone to purchase a vehicle due to the fact that I have not been satisfied at all. I did pay the ***** for the repairs. But that doesnt change the fact that I want out of the vehicle. If there is any thing you can do to help me I would highly appreciate it. I dont want to sound problematic, I have never been through this before and this is my second car through Autonation. I really wanted to enjoy my vehicle and I havent been able to because its been back and forth to the dealership. My 90 day warranty is up and I havent even had the car in my possession for 90 days. I have paid ***** out pocket for this car within the 90 days. I trusted that this was a certified pre-owned vehicle that had gone through inspection and reconditioned. I have planned to file a complaint with the BBB regarding this incident as well. Are there any options for me at this point? If so, I would be more than happy to explore.

  Business Response

  Date: 06/13/2024

  I have reached out to you via phone with no response and will also do so via email. Please feel free to reach me at ************! Thanks!

  Customer Answer

  Date: 06/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/04/2023

  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.

  We wanted to sell our 2006 **** Ranger. Was contacted by AutoNation via text after request for online quote through ***** Blue Book. Said they could better the offer. Appraised the truck and initially offered even less. Claimed they could not and would not sell the truck on their lot due to a history of it being stolen years prior, even though title was clear and valid. Offered $1800 less than even average wholesale book value. We live in ******** and needed to consummate a deal. Accepted their offer under duress. One week later, truck is in their inventory for three times value they paid us. This is not sour grapes; it is fraud because they lied about their intent and limitation on being able to sell the vehicle. If it was just that I got duped, I would let it go, but they lied.

  Business Response

  Date: 12/27/2023

  Thank you for bringing this concern to our attention. The customer has been in direct contact with the General Manager where the customer's concerns were explained and addressed. We sincerely apologize for any previous communication.

  Thank you.