ComplaintsforAuto Nation USA

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I returned a used car I had purchased under their 5-day money back guarantee as the car had issues. I have a signed contract from the company stating they’d return any and all payments. It’s been over a month and I have yet to receive my down payment back. I’ve talked to the salesman who said his financial director was going to get it figured out and he’s now not responding to messages.

  Business response

  09/05/2024

  The complainant was refunded on 8/26. 

  Customer response

  09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On the evening of June 25, 2024 I bought a used vehicle 2004 Toyota Tundra from AUTONATION USA Albuquerque for my 17 year old grandson to get back and forth to school and work. The very next morning, June 26th the vehicle would not start. We called AAA to jump start the truck and it kept stalling and not starting for the next few days. I called ***** ******* to report the vehicle failing to start. He was hesitant to replace a new battery and said it’s our responsibility now that we have made the purchase. Eventually he agreed to replace a new battery which took 4 days to get one. On the 5th day we noticed a loud knocking under the engine and the vehicle started extreme vibration. I went and took it back to AutoNation the mechanic checked out the vehicle. I was told that they were not responsible for repair since it’s not a safety issue. I took it to another auto repair shop where they found serious safety issues on the vehicle I was horrified to learn my grandson could have been seriously injured if it had not been repaired by the other auto shop. The serious issues were; PROPELLER SHAFT, Universal joint at transmission Universal Joint at Rear, Universal Joint at center Bearing, driveshaft Support with Bearing at Center were all in very bad condition and ready to fail. Had that happened Had that happed, it could have lead to Very Serious SAFTY ISSUES. I’m horrified to think my grandson could have had an accident On top of all this the Manager and sales person had very bad customer service (after vehicle was bought) they didn’t want to help us in anyway. In fact when I told the salesperson I’m reporting them to BBB he said “go ahead it wouldn’t be the first time” I thought purchasing from a dealership was better in case something went wrong with the vehicle instead of a private sale. Was I ever wrong I am asking for a refund of the unnecessary expense of repair. ******* *****

  Business response

  09/16/2024

  Vehicle was sold as-is. All of our older vehicles are sold this way. If she had returned it within a few days we may have taken it back. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a vehicle on 6/5/2024 and was allowed to use the cross check system for a post dated check. The dealership advised the check would not be cashed until 7/3/2024 per contract. On 6/7/2024 dealership cashed check resulting in bounced check. Contacted dealership 3 times throughout the day and did not receive a call back. Dealership finally called back after banks were closed and advised they would not refund the check for at least 21 days. Dealership made a date of 6/5 for check that was post dated for 7/3.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I purchased my vehicle I was told all I had to do was put down a $200 deductible and they would fix my vehicle. My repairs are over the cost of $4000 that I was told that I was told I had to pay out of pocket due to previous damages. I was also told they would fix my windshield and they still have not done so. If the car had previous damages they should have disclosed the information.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 3, 2023, I signed the purchase agreement at 8.15 pm, and paid $9,397.76 down payment. I signed a loan agreement for total purchase price of $18,005.84 and my son ******, and I took delivery of the 2013 Honda Odyssey and drove it home. The next day, November 4, 2023, the check engine light came on. The same day I took the vehicle back to the dealership. On November 9, 2023, I picked the car up from the dealership after they called me and said that the car was repaired. On November 14, 2023, the check engine light came up again for a second time and the car was driving slow. The next day November 15, 2023, I took the car back to the dealership. The dealership gave me a loaner car. On December 12, 2023, I returned the loaner car and picked the 2013 Honda Odyssey up from the Dealership, the next day, December 13, 2023, the check engine light came up again for the third time. I took the car back to the dealership on the same day, December 13, 2023. I asked the manager Allan Q****** and Derek G***** to replace the car or give me my money back they refused. I told them that it was very inconvient for my son and I to keep coming to the dealership for repairs on the car that we have not even kept for a week since we bought it. When they refused to offer to try again to fix the car, replace it or return our money, we left the car for them at the dealership and went home. We were dealing with Allan Q******, Manager; Sales manager, Derek G***** and Odalys P***, Sales Associate. Autonation USA, 9100 Pan American Fwy NE, Albuquerque, NM 87113. ************. Email: ************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 14, 2023 I saw an ad on ******** for a 2020 Mini Cooper, ******* *** ****. It was priced at $29,381 it has 41,495 miles on it. (VIN#*****************) I could not test drive the car because there was an issue with the brake calipers. The dealership said it would be unsafe. Because I have driven other Clubman's this was not a deal breaker for me. I put a $2500 deposit down on the vehicle and was told the car would be ready in 2 weeks or sooner. This was agreeable to me. On 11/20/23 I called the dealership to get a status update on the vehicle. I spoke to *****. He was very quick to offer me my deposit back which was discouraging as I had been looking for this car for some time. I told him I was not ready to go in that direction. i just wanted the car. I called again on 11/22 for an update. I called on December 1st, this was 2 weeks (17days) after the deposit was made. I spoke to Alan. I was told that the car was still not available, it wasn't their fault, it was delayed because of a strike. I was reminded that they had told me the car would not be available until the repair was completed. I told **** that the car should not have been made for sale if it was not available. I also, mentioned that I continued to see the car advertised for sale on ********. This seems unethical. I then asked when it would be ready, as we were already at the 2-week mark. They offered to refund my deposit, I again declined. They then said the car would be ready the first week in December, around the 5th. I called again on the 7th. I spoke to *****, the dealership general manager. He offered a refund. I told him I wanted the car. He said they couldn't get the part, what did I want them to do? I responded with, " I want you to provide me with a loaner vehicle until the car is ready. I will pay for the car and complete the paperwork, and when the Clubman is ready I will exchange the vehicles." ***** responded saying he was going to get a definitive date, but first needed to talk to the service manager. ***** said he would call me back. He has not. On Monday 12/11 I called and requested a refund on the car deposit. I spoke to *****, my salesperson. I was told it would take 48 hours. I have called several times, I still do not have my refund.

  Business response

  12/19/2023

  This customer has been refunded and we have sent the copy to her as well. We kept her informed during the whole time about what was going on with the car and was upset that we do not provide loner cars. Please close this complaint as we have taken care of this situation and did so in a timely matter. We have also emailed a copy of the refund to her as well showing it was processed. Thank you  

  Customer response

  12/21/2023

  Complaint: ********
  
  I am rejecting this response because:

  The issue was not about a loaner car. As a matter of fact I didn't hear back from the GM with reference to this request. The issue is that auto nation sold a car that was not ready to sell. They miss represented the required time line to deliver the car. Then made several excuses about the time line they established. They continued to advertise the car as for sale and lastly, they absolutely did not respond to my request for a refund in a timely manner. I called on the 11th, the 13th and on the 15th. I was told it would take 48hrs and it clearly took far longer. This is not a reasonable way to conduct business.
  
  
  
  Regards,
  
  ******* *********** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my car from them on 9/21/23 during that time I was told the extended warrenty was 2,000 after coming home and looking over my paper work the extended warrenty was actually 4,000. I called and told them I wanted a cancellation of this warrenty. I was told I had to come into the office to cancel so I couldn't make it out there untill 10/13/23 to sign the papers for the cancellation. At that time I was told that it would take a month for the entire process to reflect with the financing company. I started calling around on Nov 15th as it had been a month and there was no reflection to a refund at my finance company and was told my the finance company "this is taking to long" that it sould not take a month. The finance company gave me the number to the extended warrenty company and I was told by the warreny company they had sent the 4,000 payment back to Auto Nation on 11/3/23. Auto Nation has never sent the 4,000 refund payment to my finance company and I am still paying for something that I do not have (the extended warrenty) I am also still paying interest on this extended warrenty that has been canceled. I called Auto Nation on 11/15/23 and was told someone in finace would return my call, no one was returned my call. I called again on 11/24/23 and was promised that someone in finance would return my call that day or the very nest day, no one has returned my call. I spoke with the finance company today and I/we need to know if the refund has been sent, when is was sent etc.. This is not right that I am paying for something I do not own plus the interset.

  Customer response

  01/04/2024

  I just wanted to let you know that I checked with the finance company and Auto Nation finally paid the 4,000. Thank you so much for your help. I guess persistence pays off!

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used ford ranger from Autonation in Albuquerque, NM in mid November. The car was shipped to me in California. The car was delivered to my house and immediately I noticed a number of things wrong, the emergency brake didn’t work, the dome light was dismantled, the passenger door barely opened, many panels not attached. The dealership agreed to fix the emergency brake but said I was on my own for every else. The car is used and is purchased ‘as is’. The dealership did not include any paperwork for me or temp registration/lic plate. It took about 5 days to get the temp license plate. I still don’t have paperwork. I have driven the truck fewer than 100 miles and have come to figure out that the heater/ac didn't work and the ‘o/d off’ light is flashing and the truck will not move in reverse. I had it towed back to the mechanic this morning and I am waiting on a diagnosis. I paid $800 to have the heater/ac fixed. I have reached back out to the general manager but he has not responded to my messages. I wrote a check for the full payment of the truck, $16,000. I accidentally placed a stop payment on the check while trying to place a stop on a different check. I spoke to the general manager explaining what happened and told him I would ***** a new check or give a credit card number. He said he would check with accounting and get back to me. He did not get back to me and I instead was sent to collections. I feel the dealership should pay for repairs to this truck or take the truck back. I feel they should not have sent me to collections and I would like that resolved.

  Business response

  11/28/2023

  The customer bought an as is vehicle that was 14 years old. We are very clear on coverage at the time of sale, The customer put a stop payment on the vehicle which were prepared to take full collection activity on.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 20, 2023, I wrote to Mr. Timothy L***, General Manager, AutoNation, 9100 Pan American Fwy., N.E., Albuquerque, NM 87113. This letter detailed my purchase of a 2014 Dodge 3500 truck with dual rear tires, with an odometer mileage reading of 136,038 miles (VIN ****************). I also purchased the Veritas Global Protection Extended Warranty and GAP Protection to ensure my purchase is protected from any potential malfunction in the operability of the vehicle. A copy of this letter is attached for your reference and has become the basis for my claim. Unfortunately, I have not received a response from Mr. L***. I also have not received a written determination of my denied. claim filed with Veritas Global Protection on Tuesday, October 10, 2023. The primary purpose of this letter is to express my grave disappointment with AutoNation that they sold this truck to me despite knowing full and well that the truck's engine was mechanically faulty and could potentially result in a serious, costly malfunction. Shortly after I purchased the truck, I noticed the ticking noise in the engine while it is idling; so, I brought the problem to the attention of AutoNation on August 16, 2023. However, without further inspecting the engine, representatives of AutoNation simply showed me a previously recorded vid** explaining that Dodge trucks equipped with hemi engines are known to have a "hemi tick"; and that the ticking noise is common and would not affect the operability of the truck. AutoNation was not honest and forthright with me that later caused me to spend enormous amounts of my personal funds to purchase and have a new engine installed at a ******** ********** in Aberdeen, South Dakota. In the process of having my truck repaired, I incurred additional money to rent ****** trucks, and additional lodging costs and travel expenses. We were left stranded on a remote highway in South Dakota; and had to incur additional hotel expenses as we were left stranded without any means of transportation to return home to Albuquerque, NM. The issues surrounding the time, nature, and location of the breakdown of the RAM Truck were extenuating. I was traveling with my daughter, my sister, and my horse trainer. We were pulling a horse trailer with a 5-month-old filly and travelling back to Albuquerque, NM, when the truck broke down. We were towed into Mobridge, SD and then had to be towed again into Aberdeen, SD, the closet location to having the Ram Truck Repaired. I have attached a copy of the Retail Purchase Agreement with AutoNation USA Albuquerque, the receipt for repair work from ******** ******** ******* **** *** **** **** ***** **** ********* ** ***** (repair work included an engine - long block, new alternator, new battery, and a new starter), receipts from ****** ****** * ******* of Aberdeen, *** ** *** ****** ********* ** *****, and a receipt of *** **** ******, **** *** *** ******** ** *****. After contacting AutoNation via phone call on Tuesday, October 10, 2023, I was advised to contact Veritas Global Protection, which I did; and was later informed by **** ****** of the ******** ******** ****** that my claim was denied because of a "previous condition", a condition of which AutoNation was fully aware, but failed to correct and "make good", or otherwise guarantee a sale it made to me. In other words, AutoNation knowingly sold me a "lemon". Incidentally, I later became aware of a pending class action lawsuit in the District of Delaware, (in ***** ** ** ** **** **** **** *** **********}, concerning the very same "ticking hemi engine". AutoNation certainly would have been aware of this national class action lawsuit.

  Customer response

  11/30/2023

  I am requesting that AutoNation refund me for the original purchase of $34,700.24.  Based on my claim and documentation provided on November 16, 2023, of the purchase of a 2014 Dodge 3500 Truck.  VIN ****************.

   

   

   

  Customer response

  12/05/2023

  I want the business to refund me but I do not want to give the vehicle back.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 9th, 2023, I purchased a used vehicle from Auto Nation on 9100 Pan American Freeway NE, Albuquerque, NM 87113. We paid cash, for this vehicle in full $12, 224.96. Approx 6 days later we notified the dealership that we had begun to experience and notice major issues with the vehicle. The vehicle had started to slip when changing gears, make a loud grinding noise from underneath the vehicle, jerk, vibrate when it reaches approx. 45-60 miles per hour. The dealership, after several attempts to reach a manager did not return my calls. Fourteen days after purchase on September 23rd I had the vehicle towed to the dealership with less than 500 miles driven by us from the date of purchase. I explained the situation in person and the issues we were having with the vehicle and requested they examine the vehicle and fix the issue. On October 9th they called and said they found no issues and to come pick up the vehicle. We provided the service department with video recording of the grinding sound we heard while driving the vehicle. They continued to insist there is no issues with the vehicle and that we needed to pick the vehicle up and take it back home. As soon as I drove the vehicle off the dealership lot I began to hear and experience the exact same major issues with the vehicle, grinding, vibrations, losing power while shifting between gears. We took the vehicle back however they have refused to fix the vehicle or give us our money back. They continue to insist that there are no issues with the vehicle while we continue to experience the exact same major issues as listed above. At this point we would just like a full refund of our money and to take our business elsewhere. Thank you for your time, **** *******

*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. ↩