ComplaintsforAuto Nation USA

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Absolutely will not Use this dealership again. AutoNation sold me a car with multiple mechanical issues. I purchased a car on 9/31 and noticed 10/1 a power steering leak, would overheat/AC not work, and oil change was due along with no emissions done on the car. Autonation would not return my calls/emails and I had to the establishment to get a response, only to be told to come back the next week. I returned the following week(9/14) to have them take a look at the car and fix any issues, Auto Nation did not give me a time frame/return my calls so I had to get a ride to the establishment once again to ask when the vehicle would be done. It took them a week and denied providing me with a loaner vehicle. I pick up the vehicle 5 days after (9/19) to have only the power steering fixed with all other issues unresolved. I returned with the vehicle 9/20 and spoke with the General Manager Tim, only for him to be extremely rude, rush me, and told me to leave his office with absolutely no help or responsibility taken and to deal with the warranty before I get upset about anything. I took it to a mechanic and the motor mounts needed replaced along with the engine oil coolant housing, thermostat and oil change. All out of pocket expenses aside from the warranty covering motor mounts with a 100$ deductible. Altogether made a 1000$ down payment for a vehicle that was not up to standard when was sold and a total of 1400 dollars worth of work done at my own expense all within less than 30 days of purchasing the vehicle and have to get a new emissions test to get the car registered. All of this should have been done by the dealership respectfully. I was taken advantage of, disrespected and left picking up the pieces of a car that was unacceptable to be on a lot to be sold. I filed a complaint with American credit who I make the car payments to. I will never go to any Auto Nation or partner again and implore everyone shop to elsewhere. I have all documents supporting my claims.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had several issues concerning a vehicle I got from the above location. I traded in my car for a 2019 Nissan Pathfinder in which we were told that there were no issues with it and everything was looked at and checked off as good standing. I signed my papers June 6 but my husband was working out of state and couldn’t get his signed until two weeks later. I finally drove off the lot mid/end of June and was almost home the car began to smoke from the back white & bluish smoke and there was oil leaking. I called them immediately but due to it being close to closing of 5pm they asked if I can drop it off in the morning. I wasn’t able to and couldn’t get the vehicle to them until Monday. They then had kept it a couple days and stated they “fixed” the problem which was replacing a “broken oil cap” and was told the smoking would go away by the time I got home. Well it didn’t. So I called them back said it was worse and that we were leaving out of town Friday. When I got the car back on Monday/Tuesday it didn’t smoke for the first day but started up again after. by this time we were getting ready to move to Arizona. They said we will be fine to drive it as they checked everything out and when I get to AZ to have it checked by a Nissan dealership and pay the $200 deductible. So that is what I did and now the diagnostic shows the vehicle is pretty much a lemon as it needs an engine, the transmission needs to be flushed or replaced and the back springs/shocks need replaced. All due to lack of maintenance. I haven’t been successful on getting a new temp tag after speaking with 5 different people including the GM Tim. My temp expired 7/21/23 and when i called to get the status on my plates I was informed that they didn’t get all the POA signed my the previous owners and is working on contacting them to try and get one signed. Which means I can’t even register the vehicle. As of today the vehicle sits at the dealership waiting for a used engine to be put into it.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In emails dated 7/11/23, 7/25/23, 8/1/23, and today (8/23/23) I have communicated my significant complaints to the Local sales staff, local General Manager, the Regional Customer Care Director, and now a number of regional directors throughout the country. We have also left multiple messages with members of the local staff asking for a call back. To this point, no type of communication has been responded to whatsoever. The original email chain is much too large for the allowed format, but will be attached, so this is a severely condensed timeline. 4/28/23 - We purchased a vehicle from the local branch. The vehicle was en route at the time, so we were not able to drive it before purchasing. Lesson learned here, don't trust the dealership. 4/29/23 - Vehicle arrived and was delivered to us. During the first drive i noticed a shudder the shook the front end while driving and reported to our salesperson. I was told to report the issue when I took the vehicle the following Monday since another state inspection that is required before sale still needed to be completed. 5/1/23 - At around 8 AM, I delivered the vehicle for its inspection as requested and reported the problematic shudder while driving. I was told it would be inspected. At approximately 5:45 PM, I picked the vehicle up on my way to a meeting. I was told that the issue was with the tires being old, and that they had been replaced. On the drive to my meeting the exact issue persisted with no issue. 6/20/23 and beyond - Because the issue, which had been reported to 3 different dealership employees had persisted, I took the vehicle to a reputable Ford dealership for inspection. They determined that in addition to rusted brake rotors and a leaking brake line, the full transmission needed to be replaced at a total cost just shy of $8000. The extended warranty coverage for this was denied because the issue was deemed to be pre-existing, though we were not informed of the damage beforehand by the dealership.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AutoNation provided two Certified Offers to purchase my vehicle. Please see the attachment for the latest offer dated 8/13/2023. I had also received an offer for the same amount from AutoNation on 8/9/2023. When taking my vehicle to AutoNation, despite meeting all of the requirements of the offer, AutoNation refused to purchase my vehicle. Allen, the sales manager, described my car as "pristine" and "in immaculate condition". My vehicle was also within the miles required by the offer. Therefore, it qualified based on all of the language of the offer. However, Allen stated he does not have to honor the offers and has the final say as to purchasing any vehicle. I asked where it stated that on the offer. He said it doesn't, but that's the way it is. I expressed my concern that a certified offer, where all the criteria stated on the offer are met, should be honored. Allen stated he had final say regardless of what the offer states. I believe if their "Certified Offer" can arbitrarily be reneged upon for any reason, it should state that in the offer. I also consulted with an attorney friend, who stated the language as written in their offer should be construed as a binding offer given all the criteria are met. I would like to have the language amended in their offers to ensure others are not mislead. Thank you for your assistance in this matter.

  Business response

  11/01/2023

  This offer had expired the day before he came in yes it was in the miles but not the time given, He was originally wanting to trade with one of our other stores and did not want to pay for shipping to them. Our new offer  was lower after yes but that was only after it had expired values do change that's why it was less. Myself or the GM will relook at it and do our best to take care and purchase the vehicle at a fair price. We are open Monday threw Saturday 9am to 8pm. My number is 505-702-6142 and Tim L**n the GM is 619-922-4203. Thank you and have a great day!

  Customer response

  11/02/2023

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

  The letter from AutoNation is factually incorrect. 

  First, the offer is good for seven days per the offer document provided in this complaint. I contacted AutoNation within 24 hours of receiving the offer and visited the AutoNation Albuquerque store on that same day, 8/10/2023, which was well within the seven day window.

  The second item which is incorrect is in relation to the "lower offer". There was never a lower offer from AutoNation Albuquerque. The sales manager, Allen, stated they would not buy my car. No other offer was extended.

  At this point, I have already sold the vehicle elsewhere. My request is not for myself at this point. My request is for others not to be misled by AutoNation's false and deceptive practices relating the the "certified offer", which is not an official if it can be revoked for any reason, or no reason, as stated by Allen.

  Thank you for you attention to this matter.

  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

  07/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are asking BBB to intervene in expediting a credit charge-back/refund from Auto Nation given the following: On 7/22/2023 we ***** ***** *** ****** ***** ***********) used our (Costco) Visa Credit Card to put a $1000 deposit/down payment on a used vehicle at AutoNation Albuquerque. For reasons not relevant to this complaint (although the reasons may constitute a separate complaint) the deal was not completed subsequently. We asked for a charge back to our credit card for the deposit/down payment. This should have been a simple transaction and AutoNation had no problem with this in theory. The transaction was attempted by the accountant/bookkeeper. However, for some reason having to do with the software, or so we were told, the accountant/bookkeeper was unable to process a refund/charge credit and informed us that the reason was that information about the payment was "not in the system". She asked for assistance from a colleague, but was still unable to access the information to issue a refund, either on the card (or it was my understanding, by check) due to "having no record in the system". We and she had copies of the receipt in front of us with invoice number etc. I called Visa customer service and we (myself and my husband and the accountant/bookkeeper and the Visa representative) discussed the situation. A dispute/hold was placed on the payment by Visa. All inquiries to AutoNation regarding the status of our refund have gone unanswered - including phone calls, emails, left messages, etc. We have excellent credit and would like some resolution and a credit refund ASAP so as not to have this unresolved issue continue. Thank you. Visa card ending ***** **** ********** *********************************

  Business response

  08/10/2023

  We have tried to contact the customer his refund is here at the store in the form of a check. We can mail it to him if he would like us to my cell number is **********. He had paid with cash and not with card so we could only refund by check and they refused to accept that. Thank you for your help as always!

  Business response

  08/11/2023

  Please close this complaint I have given my personal cell number and they have not called back even to this notice. The refund is here and awaiting pick up and our funds are good to say anything of, trust on our checks is just being rude, untrue and not necessary . They have told my accounting office this already and we have the resolve here and waiting for them. I will have no choice but to mail out to them by Monday if you chose not to cash it this is your choice! We have done everything in our power to help and make it a seamless cancellation. With no resolve on your end not ours! 

  Customer response

  08/14/2023

  Complaint: 20396707
  
  I am rejecting this response because:
  1)  I have tried calling the business several times (the respondent from the business "my cell number is **********"  no name?)  and (****, the person who took our payment at ************) and have left messages including my phone number and have had no response (screenshots of recent calls are attached to this response) The person from accounting I spoke to days ago said she would get back to me ASAP but never did.My phone number is ************ ****** ************
  

  2) I have been in contact with Costco VISA Dispute Department and have been advised NOT TO ACCEPT A CHECK as the transaction was done on my VISA Card and they are still investigating the dispute and the reason why a credit cannot be issued by the business. I was also advised that the credit to my charge card should be a simple procedure. Accepting a check was NOT advised.
  
  I do not understand why a simple transaction such as a charge credit is so difficult.
  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

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to Auto Nation to buy a car and trade in my Volvo. I chose a 2017 Buick, which was delivered to my home. I drove the car to work in the morning and was in fear I was not going to make it home. the engine block light came on and the vehicle was not driving well. I did not drive the vehicle more than 15 miles. I have an interlock on my vehicles by choice. I paid to have the interlock removed from my Volvo and put on the Buick. which cost me $100.00. I missed 2 days of work which cost me $440.00. because I was afraid the car would leave me walking. I was very stressed out; I broke out in hives all over my body from stress. finally on Friday afternoon they returned my Volvo and picked up their Buick. which they followed me to the interlock place (***** *********) and the interlock place has to follow procedure and did a diagnostic test which revealed all cam codes popping up, and i had to pay the interlock co. another $100.00 to reverse the interlock. Also, I gave Auto Nation $1000.00 cash as a down payment. the date of the sale was June 28th, 2023. Auto nation paid off my refinancing loan on the Volvo, which was approximately $6000.00, Auto nation was supposed to reverse the pay off on the Volvo after they returned my Volvo to me. Auto nation still has not done so. and I usually paid the finance co. @ the 17th of each month. (******** Bank). well, I have spoken to ******** bank, and they will not take a payment from me because Auto nation has not done so. ******** said they will charge me late fees when The Autonation reverses the payoff because the payment is now late concerning the reverse and it being due on the 17th, so now it will cost me more money. so far it has costed me $540.00 this will not include the late charges. Again, Auto nation has not refunded my $1000.00 down either. I cannot do anything w my Volvo because they have not reversed the payoff. I am really stressed out. Auto nation keeps telling me they are working on it; but nothing comes of it.

  Business response

  08/05/2023

  We have switched cars and she took delivery on Tuesday August 1st. Here down payment has been switched over to her new deal, and we allowed more for her trade to cover time lost and switching of the interlock unit. 

  Customer response

  08/08/2023

  [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, i am just waiting for the paperwork on the vehicle , they have yet to provide me my paper work and contract.
  
  ******* ******

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a used vehicle from the AutoNation in Albuquerque on April 11th, 2023. I live in Colorado and flew to Albuquerque to purchase the vehicle. The experience was anything but smooth, but that is not the issue. Today, it is July 10, 2023 and they have not filed or sent my paperwork to transfer the title to Colorado. I have my bank calling and asking for the title. Additionally, I had a 30 day New Mexico temporary at that expired, so I got a 60 day temporary tag from Colorado that has since expired and Colorado will not renew again. The Colorado DMV told me on July 6th that I had to contact the dealer I bought my truck from to request another New Mexico temp tag. I did that on Thursday the 6th and the sales manager, Alan Q******, told me I would have a temporary tag first thing Saturday morning because it was the soonest they could do it with New Mexico laws. I never received an email. I have contacted him multiple times, and he will not respond. Now, not only do I have a truck that I took a loan on that they will not provide the title for. I am also driving around with expired tags and have no way to rectify the situation. I paid $27,000 for a truck that AutoNation will not provide the title on. Please help!

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  -Purchased vehicle April 23, 2023. -Was not giving the inspection report for the vehicle, had to go back to AutoNation to have an inspection done. -Inspection found multiple issues with the vehicle, in which I was willing to take care of most. There was an agreement that AutoNation would fix the issues that were safety concerns (brakes, shocks, engine/transmission mounts) -AutoNation would/will not answer my calls, until I got the General Managers direct number from a salesman that had quit working there. -I ended up having to pay out of pocket to have these safety issues fixed at a local mechanic shop. The general manager had me email receipts of the work done so he could compensate me for what AutoNation did not fix. -The same general manager had to email me a new 45 day tag because my original 30 day tag from the dealer expired. -Was told by AutoNation to contact High Desert Title company about my license plate. -Have been in contact with High Desert, in which they have said AutoNation is unable to find my file for the transaction. Which means I am currently unable to tag my vehicle.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased a car in February threw the dealership and went with financing the car. Dealer said they would take care of the rest including plates. We’ve been coming in every month since then for a new temporary plate since we still have not received the actual license plate. Every time we ask about the plate they just say they don’t know or it’ll be here within the week. We come into the dealer ship and they make us wait over 30 minutes even if they are not busy. They tell us I’ll get someone to help and we sit here for 20 min until someone comes then another 20 for the temporary plate

  Business response

  05/31/2023

  Verbal Response: We have already been in in contact with the consumer. On the 24th they came in to do emissions and plates. Their plates should be ready tomorrow.

  Customer response

  06/01/2023

  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

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16, 2023 I traveled 3 hours from home to AutoNation to purchase a car which I already had pre-approval for. I signed all of the necessary documents, paid my $4000 cash down payment, and went home with the car. On February 27, I was contacted saying that the financing had fell through but they had another bank that was willing to do the loan and I just needed to come in and resign some paperwork. On March 4, I made the trip again with my mother only to be told that I would need an additional $2000 down. After some back and forth of them pretending to try to resolve the situation but not actually doing anything (I could see them in the office they were sitting at just flipping through the paperwork that was already in my file) the finance manager Tenzing came back and admitted that he knew that the loan wasn’t going to work out and told me that he “legally” couldn’t tell me that before I traveled back to Albuquerque in the car that I had purchased. As a result, I was forced to leave the car and leave the dealership without my money back because they said they couldn’t get it back to me until the following week. Since my mother and I now had no car, no way to get back home, and nowhere to go, we were forced to reserve a same day very expensive Airbnb as well as an Uber to get there.

  Customer response

  03/20/2023

  
  ***** *******  ** **
  
  I would also like to add to my complaint that since I originally filed, employees of the company have taken it upon themselves to post false private information about my loan application on a public forum 3 separate times.

  Business response

  05/25/2023

  This has been resolved with customer, the vehicle has been returned and any monies owed have been returned to customer.  

*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. ↩