Complaints

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:02/06/2025

  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.

  I had purchased a vehicle from this location in 2023. At the time of purchase, I was in dire need of a vehicle and the sales representative was made aware of that. I had looked over the Carfax and asked if there were any issues to the vehicle. The representative was very helpful and put me at ease that my vehicle was in good condition. I then move to ******* in March 2024, when I was looking for insurance, I got quoted $150 more each month due to my vehicle being in a flood. I was not aware ofthis at the time of purchase or I would not have bought the vehicle. I have tried to contact AutoNation legal team and lawyers for myselfto see if there is anything that I am able to do, and have not heard back from any of them, and the lawyers are unable to help me due to the year of my vehicle beinga 2018 I am not looking to get anybody fired or get anybody in trouble, I am looking to be compensated for the damage is done to my vehicle, for the insurance paid extra each month, and would even be OK with a settlement or exchange vehicles. My vehicle has started to rust and make noises that I have not heard before and I am very concerned that it is due to the condition it was in when I bought it. Any help would be greatly appreciated, even leading me in the correct direction. Thank you so much your time.

  Business Response

  Date: 02/06/2025

  In regard to BBB complaint,

  After review of the purchase contract, the vehicle history did not indicate being a flooded vehicle at time of purchase.  The most current Carfax history report (pulled 2.6.2025) shows no history of flood or major damage.  Per the contract, the history report was provided, and the customer signed that he reviewed it.  Copies of the disclosure and return policy were signed by the customer that he reviewed it and understood the policy.  This vehicle included a 5 day/250-mile return policy as signed by the customer.  The customer was offered extra protection plans, but any additional policies.  We are confident that we disclosed all information we had at our disposal.    The current history shows no mention of flood damage so perhaps a Florida insurance company has made an error.  

  In addition, the complaint refers to cost of insurance and claims of a Florida insurance carrier.  Our store is in the state of ***********  We have no connection, past correspondence, in insight into insurance cost or practices in the state of ********

  We are confident that we followed all policies and standards at our store in Spokane, ** at time of sale.  Therefore, the file is closed at our location.

  Sincerely,

  *** *********, GM

   

   

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 1/16/2025, we purchased a used 2024 Toyota 4Runner from AutoNation Toyota in Spokane Valley. They said they did a gold-standard inspection and service on the vehicle, but we found several things that were not done which made us feel none of these inspections and services were done (too lengthy to explain all the things we discovered that reveal these inspections and services were not done with the limited amount of space provided in this complaint form). The gold inspection and service was one of the main reasons we bought the car from them, our confidence in these inspections and services was done. However, when we looked through the paperwork we got from this dealer no gold inspection and service certificate was provided. As well, nothing can be found on the warranty provided for this vehicle. In addition, we were not given a second key fob that should have been included in the purchase. Trying to speak with the saleswoman about these things has been futile because she does not respond to our phone messages. We did speak with a sales manager, but he denied the fact the gold inspection and service were not done, and we get the impression the second key fob is going to be difficult for us to obtain through him. This leaves us with the need to pay another dealership or mechanic to do the gold inspection and service for us and get a report on the condition of the vehicle, and the expense of purchasing and having another key fob set up properly for our vehicle. Also, during our purchase we were left sitting for three hours before those handling this sale finally got it done which was very frustrating. Asking the salespeople to speed things up did no good.

• Initial Complaint

  Date:01/07/2025

  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.

  Intentionally misled by AutoNation finance about us being required to purchase extended warranty in order to get lower interest rate. Within our 30 day window to cancel this warranty coverage we were told by *********** that they do not handle such things after deal is closed. Toyota warranty, Toyota finance, and our signed contract all instruct us to request this cancellation at the dealership. After refusing to cancel policy or give us forms necessary to cancel policy they have been extremely rude and hung up on us multiple times.

  Customer Answer

  Date: 01/18/2025

  Good morning,

   

  Just wanted to update on the complaint against autonation Toyota. They did reach out last week and cancelled to extended warranty and amend the interest rate that we should have been given.

   

  Thank you

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently purchased a certified pre-owned vehicle. We were told multiple times throughout the buying process that the car would be detailed and completely clean and that a large tear in the drivers seat that was there when we bought the car would be fixed before leaving. Then the detailing department couldn't fit us in so we made a detailing appointment for 5 days after we bought the car and were told the tear in the seat would be fixed. We left the car for 24 hours and then were told they would have to fix the seat another time so we scheduled an appointment for a week later. Upon calling before this second appointment we were told they would be putting in a warranty claim for the seat which doesn't make any sense considering this tear happened from a previous owner and again, we were told repeatedly this all would be fixed before buying. After picking up our car from the "detailing" appointment I was shocked to see the work they had done. There were detailing chemicals still in door handles, cup holders, everywhere. Dog hair everywhere (from previous owners), stains on the ceiling and carpets (from previous owners), garbage shoved in cup holders, a disgusting mess, all from previous owners. We spent almost an hour of our own time re-vacuuming the car. We immediately called and asked to speak to the manager and were told that they would send us to the detailing manager who refused to answer his phone or call anyone back. We called a few days later again and were told that they would make sure "Al" called us back to which he still has never done. We have called service and asked to speak to a service manager, left a message and were never called back, called the front desk and asked to speak to the general manager, forwarded to AutoNation ****** and then told that the general manager wasn't available, could not explain why but they could provide us their email which I'm sure will also not be responded to.

• Initial Complaint

  Date:03/18/2024

  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.

  I have been encouraged to reach out to you from a friend regarding a 2019 Toyota Tacoma I purchased from AutoNation Toyota in the Spokane Valley in February of 2023. I purchased what I thought was a four-wheel drive pickup but the vehicle is actually only two-wheel. I did not need the four wheel drive option during this mild winter and have only recently discovered the discrepancy in what I thought I purchased and what I actually purchased. I paid 38K and was sold the wrong truck. I have financing with STCU for this purchase and have included attachments of the purchase contract and finance agreement, both indicating my purchase was a 4x4 model. I spoke with ***********************, Used Car Manager via phone on March 6, 2024 and he promised to look into the issue and return my call. When he did not call me back after 48 hours, I went to the dealership in person on Friday, March 8 where I met with **************. I did not receive a satisfactory response to my question of how AutoNation will remedy their error; instead, I feel brushed aside and ignored. ************** verbally promised to watch in the future for a 4x4 trade-in and implied a straight trade for my current vehicle, however I have nothing in writing and no guarantee of any further action. I want them to take the truck back and refund my money and ************** told me on Friday that is not going to happen. I am hoping you might have some input or suggestions on how I can move forward with a remedy.

  Business Response

  Date: 04/20/2024

  While the 2 forms for have a typo indicating 4WD, other forms including the signed Carfax and Federal required Buyers Guide indicate the vehicle was a 2WD.  In addition, the purchase price at time of purchase was based on a 2WD model and the Lender accurate valued the vehicle as a 2WD based on the VIN.  

  While we understand a mistake or misunderstanding about the Tacoma not having the 4WD feature *** have occurred, we do offer a 5-Day complete money back return.  We could have been more able to accommodate the complete return even a reasonable time after the purchase.  In this case, the issue was brought to our attention more than a year after purchase.  In this time the customer had used the truck without any need for 4WD ever arising.  We do not feel it is unreasonable to expect a consumer to become familiar with such a feature in a time frame of much less than a year.  In addition, during the time it was owned by the consumer it was driven over ****** miles and has been in an accident.  As a result, we were willing to buy back the vehicle, but we did have to account for the usage in the value reduction.  We did agree to purchase the vehicle back in excess of the current value, and make sure the balance of any loan was paid off for the consumer.  This mitigated any further payments on the vehicle.  At this time no 4WD models were available in the consumers payment range to complete a trade out.  While the consumer did incur some cost during the use including a $1500 down payment, the consumer was able to use the vehicle for over a year and accumulate over ***** miles.  

  As of the time of this response, we have purchased the vehicle back and paid off all loans associated with the purchase.  

• Initial Complaint

  Date:08/01/2023

  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.

  At the end of January 2023, I purchased a brand new Toyota RAV4 limited for $46,000 before taxes and extra warranties added. I have had nothing but computer issues, radio issue, issues with my hatch and my locks, the car has lost power accelerating and does not always shift smoothly. On my 7th appointment to have the vehicles issues looked at, the service department informed me they were not going to look in to the problems, even though I made the appointment 1.5 weeks in advance and explained exactly while I was bringing the vehicle in. After pulling my vehicle into the garage and messing with it, the back hatch did malfunction, however the service technician refuse to take my car back and have it hooked up on the computer to diagnose the issue, instead he release my vehicle back to me. After speaking with the service manager, ********, and the general manager, ******, I was informed it is not their job to fix my vehicle. It is Toyotas. I was also informed by ******** the service manager that it is not his job to get the issues to duplicate, its mine. The general manager then for informed me his solution to my vehicles problems, was for me to leave. This vehicle is under warranty and was purchased from AutoNation on January 29th 2023. They have not offered me a solution to my vehicles problems. I informed AutoNation Toyota, right away that the vehicle was not running, right. As stated above, Ive been back a total of 7 times with my most recent appointment on July 22, 2023.

  Business Response

  Date: 08/01/2023

  Dear BBB,

  While the consumer did purchase the vehicle at this location and it has been to our service department, other aspects of the complaint are inaccurate.  ** service technician or representative at our service department has ever witnessed or been able to duplicate any issue of malfunction on the vehicle.  The customer has never been able to demonstrate a malfunction or issue with the vehicle to us.  We did request Toyota send a ***************** representative to inspect the vehicle.  During that inspection, the Toyota Representative was unable to find any malfunctions or issues after visiting with the customer and inspecting the vehicle.  During the last visit, the service representative saw no malfunction, nor could the customer demonstrate any malfunction.  

  As of 8/1/2023, the customer has filed a Lemon Law Demand with Toyota Motor Sales.  Toyota Motor Sales has requested and received all RO information from our location.  At this point in time, we are no longer able to service the vehicle under manufacturer warranty without permission from Toyota Motors due to the now ongoing legal issues regarding the Lemon Law Demand process.  It is my assumption that Toyota Motors will communicate with the customer directly.

  Customer Answer

  Date: 08/09/2023

  I have in fact provided videos of my hatch malfunctioning, my key fob not being registered in the vehicle, and Ive also provided pictures of the speed limit, ********* malfunctioning. The hatch did not open correctly on my last visit to the dealership. I did not receive any paper work on my last visit due to the technician refusing to look at my vehicle because I had a case open with Toyota, this was pre filing for the lemon law. Also, as the customer, other than providing videos and pictures, how am I supposed to get the car to duplicate the problem? Isnt that the technicians job? This issue has not been solved by any means. The information previously provided by the dealership is inaccurate.