AutoNation
Reviews and Complaints

I have tried for 3 days to make an appointment to have my vehicle serviced through a branch of the dealership from whom I purchased my Jeep. The online tool would not confirm an appointment so I called and was disconnected twice. I tried the online chat functionality and was told to call and was disconnected. I finally was able to speak with someone in service but was treated horridly. I had several items that needed to be addressed and, perhaps I'm female, was treated like a complete idiot. I understand that I am not a mechanic and perhaps my questions were not challenging, but I deserve to be treated well regardless of my level of automotive knowledge. The final straw for me, after trying to explain several issues for over 10 minutes, was I was told there was a diagnostic fee just to look at the car that started at $169. When I asked for clarification by saying asking if this fee was before anything is done the service person responded "it is my time and I don't work for free". I was not asking he work for free, but I was asking for clarification.

To this point, I fully intended to go to AutoNation for my service and new auto needs, but at this point, I will never step foot on their lot in the future. Do I think that will change their level of customer service? perhaps not, but maybe the number of people I tell about my horrid experience might make them change.

I bought a used car on 8/11/18, the engine light came on . Called on that day and took back on 8/13/18, they said it was fixed. On 8/15/18 the light came back on. Called and talked to Conner O'Keith, he said bring it back on 8/18/18 since I had to take off work on 8/15, we'll get it fixed. To back on 8/18 and the service department said they can not fix it that the manager, Jeffrey Stone, will find a repair shop in my area since I live 43 miles away and already been back twice. As of 8/20/18 Jeffrey Stone has done nothing but accuse of lying, taping my phone call, putting my call on speaker phone so everyone could hear it, he told my husband when he is ready to listen, (all he was doing was explaining the problem to him) to call him back and hung up on him. Then you have to block your phone number for them to pick up the phone. Last time we talked to him on 8/21 again he said he would talk to the GM, Ronald Vial, and call us back. Never does. I don't know what to do. Had the car for 2 weeks and nothing but a problem and here comes my first car note. I can't believe the customer service you let your management get away. I am going to try to see if the news channel would like to hear this story.

I had my car repaired in September of 2017 at Mercedes Benz of Sarasota
The problem that I had brought it in for and was fixed less than a year ago was back
I call and spoke to a service writer Jason Lewis and he said that it was covered under warranty for two years so I scheduled am appointment to bring it in. Jason Lewis asked if I needed a loaner vehicle while my car was being repaired, I told him that I did and he said the he would make sure one available.
When I brought the car in on the scheduled date I was denied a car rental then after the car was there for the entire day I was told that there was " no problem "
I have been lied to more than once and denied warranty compensation in the form of repairing the problem that I brought it in for.
Walter Zipp

I bought a sierra 1500 2015 Volswagen in Columbus, Ga. The manager is Nate King and the seller is Jessica smith, They gave me an I owe you letter for a set of keys and remote control, this happen 4 months ago, I'm still waiting, those people are not trustworthy. I called the corporate in Tallahassee fl nothing happened, if you are THINKING ABOUT BUYING A CAR FROM THEM PLEASE BE CAREFULL BECAUSE THEY CAN RIP YOU OF REALLY EASY.

My name is Emily Helterhoff, I live in Panama City Beach, FL. I purchased a 2015 Jeep Wrangler Unlimited Sport with 28, 000 miles on it yesterday [protected]) from Autonation Hyundai in Columbus, GA. My sales representative was Travis Enix. I drove the vehicle home to Panama City Beach and left it in my garage overnight. I then drove it to the store this morning and went back to start it and it was completely dead. No light or anything were left on. After having my father come jumpstart the vehicle, I drove it to Autozone and has the battery tested. It was bad. I then proceeded to call the General Sales Manager, Nate King, to have the battery replaced. He told me that there was nothing he could do because the vehicle had no problems prior to now. I want to make it know that I am a mechanic, I've been working on engine for 3 years now and I know batteries do not go bad overnight. Nate King assured me that every vehicle is started every morning. Which seems impossible considering there were 300+ vehicles on the lot. He told me there were no problems with the vehicle but I can see they have had it for over 90 days. I asked again to have the battery replaced at their expense because batteries do not go bad overnight and they obviously knew there was a issue with the battery prior to now. He told me he could not afford to put anymore money into the vehicle because he had already come down on the price for me. I told him that wasn't my fault, I asked him to come down another $1000 and he came down $500 and we agreed to make a deal. I am beyond appalled at the customer service that is being provided considering I spent a good amount of money and also time coming to purchae this vehicle. Nate King even laughed while I was on the phone when I was speaking with him about this problem. I purchased a running vehicle with full promise that everything was good to go and taken care of, only to be left stranded at the store in 100 degree heat. And then again left stranded at Autozone while I waited for a reply from the dealership, who has yet to call me back after I asked to speak with someone higher than Nate King. This was almost an hour ago that I was reassured someone would call me back in 20 minutes. I ended up paying the $200 to have the battery replaced so I could actually operate the vehicle I just purchased yesterday. I will be sending a copy of the receipt and I expect a full refund for the cost. I also asked Nate if I could go have the battery replaced at the local Autonation since I am going there to have a windshield chip fixed that they are paying for. I told him I would just have them send the bill for both and we would be okay. He said no, it doesn't work like that. I then said okay, well the vehicle is under a 250 mile, 5 day warranty and I am still under that so you guys can come pick the vehicle up and take it back and he proceeded to laugh at me and tell me that they cannot do that either. I cannot believe the customer service coming from him after just speaking with him yesterday and he came off as polite and ready to fix any issues at hand. If the battery had died when I went to go drive it off the lot I'm sure they would have replaced it. But I suspect because it went to detail for such a long period of time while I was there that they were actually doing something to ensure the battery was charged for me to leave. I am beyond upset and just flat out appalled at this and can guarantee that I will take my business elsewhere from now on.
Feel free to call or email me.
[protected]
[protected]@yahoo.com
Thank you and I appreciate your time,
Emily Helterhoff

I was not informed this vehicle was in an accident. I was never shown a car fax. I did my own search and over 20 things were wrong with this car. Now I was under the impression that all your used cars were certified vehicles. I live over 70 miles from the dealership so after making two trips to complain I was well over the " 250 mile warranty " to take it back. But I'm sorry I will never buy another car from Auto Nation and I also will let everyone who maybe a potential customer not to trust your certification on vehicles. I have made many attempts to contact as many people at the dealership as well as an area manager to no avail. The passenger door is painted black as is the car but all you have to do is look under the door handle and see that, that used to be a red door also the rims are so messed up they are actually dangerous to drive on. I must say I'm a very disgusted customer. I was truly under the impression that every vehicle was checked with a fine tooth comb and that is just not the case. My name is Cory Moya and this was my first car to purchase on my own and I feel totally taken advantage of.

I purchased a pre-own 2010 RX 350 Lexus from the AutoNation Honda Dealership in Valencia on Wed (08/08/18), with the window sticker miles on the car was @ 86, 869 & window sticker price was @ $14, 351, not including taxes, license & other buying fees. I paid full price via personal check, as recommend by the Finance Director Alex Gonzales. The reason on why I chose the dealership, was the AutoNation indicating the these vehicles are pre-inspected & the process of buying a car is hassle free. There were a couple of issues with the car, so it could not take it home on the same date of purchase. The AC was not working and in a report from the Key Lexus in Valencia, it said that the car had an electrical issue, so I asked that these two things be fixed. The sales rep (Tristen) told me that they would take the car to the AutoNaion Cerritos Dealership to be fixed. I also asked Mr, Gonzales if these two issues would be fixed & he said "Yes" & I would get copy of receipts of repairs. On Friday (08/10/18) I was informed by the sales rep that the car had an electrical issue & it could not be sold me. I contacted the sales manager Carols Cortez to have the general manager contact me. They said on Mon (08/13), he would contact me. On Monday I spoke to a Mr. John Kuechen, about the issue & he agreed-ed to assign to a seasoned manager & to get me a comparable vehicle, so I agreed. My check cleared on Sat (08/11/18). I was assigned to a Mr. Saher Mohamed to try to find a similar match to the car I had bough-ten. He came back with a car a year and low miles, but different color the color scheme (Black exterior & interior) that was my ideal color scheme in this model. I said no. Then he came back with a similar color scheme, but it had 6, 110 more miles & he said they would discount a $101 dollars for the $6K more in miles & I said no. I asked for a refund, which the sales manager Mr. Mohamed said he would request. The finance director Alex Gonzales contacted me yesterday (08/16/18) & requested a copy of clear check be emailed to him, which I did. He said a refund check would be cut yesterday & the refund amount would be sent by noon today (08/17/18). I did not receive the monies today, I emailed him & left a message on his office voicemail & no response from Mr. Gonzales. I also see the car I purchased on several websites being advertised for sale again & listed as a new listing. I believe this would be classified as Fraud. I have printed & saved images of the car being solicited for sale on this internet sites. HEPL!HELP! HELP!

Your Credit team in Delray BMW supposedly processed a refund for me over 24 hours ago that at the time of this email has not been recceived, I requested attention to this matter over 3 hours ago and have heard nothing.

I am forwarding the email below for you to get a sense of the sequence of activities.

Mr. Devan has been good in handling me but I still do not have a refund as promised.

I'm hoping you can get me my money back so I no longer need to deal with Autonation.

From: Jeff Rhodes
Sent: Monday, August 13, 2018 3:43 PM
To: '[protected]@autonation.com'
Cc: '[protected]@autonation.com'
Subject: Serious Complaint

Mr. Devan,

I am convinced that I have been the victim of Deceptive and potentially fraudulent sales practices at your BMW Delray dealership. I have be lied to, manipulated and accused of being a criminal trying to "forge/falsify an application for an auto lease financing". I can provide details once I complete my formal complaints to be forwarded to the three parties I've identified below.

There have been a litany of excessive pressure, accusations of improprieties while being bombarded with assurances: "I'm just trying to help you." Since I am new relocating to Florida and only in my home 2 days, I was told to go to a UPS Store to get a fake address for the application and was given the address of a store that "we use all the time". I was told 30 minutes after completing the Credit App that I was Approved and I could return my rental and come back to pick-up the car. I found out I was not approved in the middle of signing a mountain of paperwork.

I was also told that ‘the bank' believes I've falsified payroll documents (a standard form straight out of QuickBooks) and as your Credit Manager Mr. Cordero stated: "There are red-flags all over your file". He finally came back on Friday and said the bank would accept me if I put another $6, 500.00 down but it would reduce my monthly payment $100.00. Seeing I signed a 36 month lease this appears to a blatant attempt to increase certain employees commissions at my expense. I find this tactic to be reprehensible if not an attempt to defraud. I told him to put the numbers in writing and email them to me since I was driving during the conversation, he said he would send them immediately and we agreed to talk Saturday, I have not received anything from him; hmmmmmm?

Last week I watched Paul Manafort in court for just that crime, I don't take being accused of a felony lightly, neither should you.

By the way my FICO score is 823, which your people told me means nothing!

This experience has been disgraceful and I have completely soured on AutoNation and the car, the status of which remains open. If AutoNation wishes to address this complaint today I will await until end of business for a call from you before submitting any complaints.

Two things: Take back your vehicle and return my deposit and get a letter from the bank assuring me there is no residual negative data or impact on my credit report.

I recently took my vehicle to the service department at autonation Chevrolet north Corpus Christi I was pleased with my service writer and technician but the unprofessionalism of the so called manager Katrina Villarreal, she is very unprofessional and her attitude towards customers is horrible! I simply asked her a question and she looked at me with disgust and continued talking to a service technician, this is not the first time I've had problems with her! She is constantly on Snapchat it galavanting around throwing herself all Over the men there not doing her job I've seen it time and time again when I take my vehicle and I'm to the point to where I will not continue business with you guys due to her unprofessionalism as a service manager the establishment is very unorganized and it was a lot better when Randy Roberts was there he always treated me with respectful and courteous attitude unlike Katrina she is unprofessional and I will not go there anymore because of her! Thank you for the service but you people need to see how she runs that place ... she cares more about her phone and flirting than doing her job running the service department! It's a shame I will not be going back there again!

I took my truck to service department for a recall and service I was told it was going to take 2 days before my truck get looked at, but I was called 2 hours later saying I don't have a warranty, I told them not to do any work to truck but they still did now they trying to make me pay for it also I had my four year old daughter with me in service and the service manager was real rude also said words that should've not been said around my daughter. His name is frank freeze. Can someone please call me back at [protected] Thanks

Shady business. They waste your time leading you on they have the car for you and then last minute "sold" it! I could have purchased another vehicle over the weekend, but since I had committed to them I did not pursue and now I'm left with nothing. Additionally they waste your time by passing you with so many reps- each one giving me different prices. At one point the sticker price was lower, but the additional fees higher- how's that a better deal? Terrible business.

On August 11, 2018, I arrived early for a car repair and brake service at Autonation Chevrolet in Laurel, MD. My Service writer, Rob C., seemed nice but failed to provide the service to which I am entitled as a two-time purchaser of cars from Autonation in Laurel, MD. The door locking mechanism had failed on my 2013 Cadillac CTS which I purchased from Autonation, Laurel, MD. The following promises were broken:
1) We will repair your dock handle and replace your brake pads 8/11.
2) I will call you with an update on your car.
3) I will check with the mechanic to see how the work is coming.
4) I will refund your $100.00 deductible since we could'nt do the work.
5) We will provide a courtesy car free of charge to you.
6) I will call you Monday morning to give you an update.
7) John Akers will return your phone call.
8) We treat our extended-warranty customers the same as our full-pay customers.
9) We guarantee our "certified" repair service as we service what we sell.
10) Customer service is our "priority."

Will Kane (June), JD
410/818-8363
Here are MY promises:
1) Better Business Bureau Complaint
2) MD Attorney General Consumer Protection Complaint
3) Yelp rating: "1 star."
4) Angie's List rating: "1 star."
5) Autonation Dealership rating: "1 star."
6) Litigation, if necessary.

I brought my car to the collision center, on Tuesday July 31st to be evaluated for repair. I was told it will be a week for the repair, I will be kept posted.
After one week I did not get a call. I waited hoping it was in final process not wanting to be pushy.
Ten days passed, I decided it was time to call. I was told there was a problem with some parts and they were reordered. Once the part come in it will be ready.
To make a story short, my car was in the shop eighteen days.
In my opinion and, not being a specialist in auto repair, I would say there was a bad decision made in my case. I should have first of all, kept along the process of my repair, and once the week passed, called in and see what could be done to ease my wait for my car. I did have a second car arranged with my wife for a week. But the inconvenience should have been the burden of the shop, not mine. A loaner should have been offered, nothing such as good customer service was here applied.
I was called on Friday 1oth the car was ready to pick up. I was not available at 4 pm so I called at 5 and no answer. I called Sat the 11th, I was told the car was not ready but by 11 am it should be.
I finally got my car back and drove off. On my way home, lowering the passenger window showed me grease prints on the top of window. I whipped of the grease to find the window tint was damaged in the proceed of the repair, plus a pad of the handle door was lost or not put back.
This is very upsetting, especially being a customer of Auto nation for a while. I purchased three Toyota Tacoma, and two corollas from Weston Auto Nation. A rapid check will show you the truth.
Well let me see if I ever set back my feet in an Auto Nation store again. I will as well advise my insurance company to look closer at what they have done. See if they can find a more decent collision shop. I am really angry and will not agree on your commercials any more.

I have been looking into purchasing a 2018 RST Tahoe in Arizona and have had a horrible experience. I searched on cars.com and found one that I liked and the Gilbert Store put in for a swap from Courtesy Chevrolet without my asking? I was gone for a bulk of the summer, came home and the Tahoe was still there so I told the Internet Mgr that I would be down there to take a look at it. I got there last Sunday, August 5th and had to wait an hour for him to even come out to greet us. Instead, he sent some kid out to show us the vehicle. I questioned the young man about the vehicle because it was missing 2 items it said it had in the description, ie retractable side steps and an illuminated black bow. When he told Mr. Bunger/Internet Mgr, he finally came out and said that he's "been running around like a chicken with his head cut off!" There was only one other customer in the entire store? His response was that listings have disclaimers and that descriptions of Autonations vehicles aren't always right due to human input error? He's the Internet Mgr! I told him that we wouldn't be purchasing the vehicle then, he stood up first and extended his hand and said, "glad to meet you." No offer to add the items, discount, nothing! We left and I complained to the GM, Randy Jacobs the next day and he said he would see what he could do and hat he would call me on Tuesday. He never did. I followed up with an email with a "?" on Thursday asking him what he was going to do to make this right and he said he tried calling me and that my vm was full and would be calling me tomorrow, Friday (today). Of course, I never did! I saw this evening that the vehicle has a "Pending Sale" on the Autonation Listing! I am beyond disheartened by who you have representing Autonation in your Gilbert location. Our family drove 80 miles to this dealership last Sunday and it was a complete waste of our time. It is very obvious that they didn't want to work with us when they were in the wrong with a false description of the vehicle that they are selling. Also, it still says on the description that it says that it has these two items that it doesn't have!

In December of 2017 I purchased a NEW 2017 Ram 1500 Big Horn. When the truck was delivered it was at night and I was not able to fully look at the truck. With in a week or two I noticed that the drivers side from the passenger door back was a different color. I immediately contacted my sales person Mike Huffman and explained the issue. In the meantime I purchased a topper the same color as the truck and the paint did not match. I was advised by Mike my sales associate to schedule with service. I brought the truck in on February the 6th and spoke with the service manager. He took photos and said he would submit the info to Chrysler. After receiving no contact for a month I returned on April the 3rd and was given the same response. Once again no response, I returned again on July the 14th and met with a new service manager who advised he would submit the claim and call me in a day, no response. I have since sent an email explaining the issue to the general manager Daniel Madigan at Southwest Dodge on 7-10 & 7-23. To date no response. I have purchased a truck that has been wrecked and no one will own up. I have had the truck inspected by a body shop and was advise that the driver rear door and bed side have been fixed due to prior damage. The clear coat is now falling off the truck. I need someone to respond and help me out. Now Even if the truck is repaired it will reflect when I sell it.

The sales department held up my registration on the 2018 Sierra Denali I purchased in June 2018 and it is now August. My paper tag has expired as of yesterday and autonation just submitted my information for registration last week. I spoke with George Lee and he was not helpful just stated it was not their fault. This is highly unprofessional and not the way a business should be run. I am left with a vehicle that is unregistered due to the lack of organization of this facility.

I was charged $143.49 for reprogram a keyfob, however, the key fob was in the same status it was brought to the dealer, and after the service representative called and said that the reprogram was impossible... and I returned a call, saying that if it's impossible then I will come and take the car. I disputed the amount, however they didn't want to release my car...

This was my first and by far the worst car buying experience i've ever had in my life. I bought my truck on april 29th, 2018 raul reyes and abid mesiah were both my alleged car salesmen. When I decided to buy my truck on april 28th abid told me that my truck was gonna get detailed inside because the seats were filthy and it also had a long scratch all along the side of the truck, and he told me that was gonna get taken care of as well. When I came to buy my truck the next day neither of the stuff he promised me got taken care of, I picked my truck up at night and it wasn't visible at the moment until I realized it a couple of days later. I also noticed my rear back tires were pretty wasted as well not only that, my tailgate was also bent pretty well which was also never addressed to me because when I first saw the truck the tailgate was completely taken off! Next thing you know I went on a road trip 12 days later on april 29, 2018 and my dash started to say, "maintenance required" so I went to the nearest car car center, comes to find out I needed an oil change and I was in shock! The man told me the filter nor the oil was ever changed when I bought my vehicle, I ended up wasting $90 dollars on a filter and oil. On my way home from our trip it started raining, once I turned my windshield wipers on comes to find out my right windshield wiper was no good. I had to run to pep boys and buy new windshield wipers which costed me around $60! So i'm already furious because my truck allegedly has went through an autonation 125 point inspection. On july 29 just about 3 months later after buying my truck which magically passed such a thorough 125 point inspection, my rear tire blows up on me on the freeway with my wife, my mother and father in law, and my 7 month old and my 3 year old daughters all in the truck. I almost lost control of my truck so I had to frightenly pull my truck over and dangerously change my tire on the freeway with my whole entire family frantically watching standing by! I had to buy 2 new tires at $486 just about 3 months after purchasing my vehicle! I never expected my first car buying experience to be this way. I dont even think its legal to sell a vehicle with such bad tires! I cant believe autonation would risk somebodies lives the way they did my families and i, by selling such a non street worthy vehicle like the one they sold me without the proper inspection every used car sold needs! I have the paperwork showing all these things were addressed on the inspection and needed to be fixed after their so called 125 point inspection but abid messiah nor raul reyes chose to take action on getting all of these things done and went ahead and sold me this truck without doing anything to it, setting up my family and I up for failure! I am very dissapointed and I will never ever be buying another vehicle from autonation toyota gulf freeway ever again. I will make sure none of my friends or family do so either! My father keeps bugging me that he also wants a tundra but this is the last place I will take any of my loved ones after such a horrible experience

We took our 2011 van in with 1/2 to3/4 tank of gas. When we picked up the van the tank was on MT. I said the AC was on high front and back. I think they ran the van while the work was being done. I talked with Mike and his boss. They said we don't know how much gas it came in with cant do anything about it. As I was driving I noticed the average mileage it was it 9 miles to the gal. I think we all know you get 20 + miles to the gal. He did not come right out and call me a liar but not correcting the problem pretty much said it all. I have gone to this dealer since the 90's they just lost a customer it we can't get better customer service. Please feel free to call me.

My leased 2017 Mercedes Bens GLS450 has a factory defect and Mercedes Benz refuses to repair it correctly. The defect is moisture and condensation getting stuck in the air conditioner unit and accumulating mold and mildew, spewing extremely unpleasant odors throughout the vehicles any time the air system is in use.This is causing spores being spread into the car via the AC and causing serious health risks to my family. My 7 year old is severely allergic to mold and spores and starts sneezing the second he gets in the car. This is not a new issue for Mercedes as they are being sued in California and Georgia. I have taken my car to the service department where I leased my car (Mercedes Benz of North Miami / Auto Nation) 7 times over the past year for the same issue and they have failed to repair it. They told me that there are many customers with the same issue which they could not so anything else about so they adviced me to call Customer Service Mercedes Benz of North America. I reached out and spoke numerous times with Mercedes customer service and they keep giving me the run around. At one point they said that they would put me on a new lease and car but that never happened. Today I tried to get copies of my service records form the dealer so that I can attach them to this complaint and the assistant manager of the service department Emailed me saying that "the system has been down for 4 days...". My husband and I are Mercedes loyal customers and have owned over a dozen different Mercedes cars in the past 30 years. I love my GLS450 and would take the same exact model and car if it just did not have the mold issue. I met with 6 different employees (service, manager, store manager, 2 Mercedes engineers, 2 mechanics at Mercedes Bens of North Miami regarding my issue and they said that the dealer and service department has exhausted all possibilities to resolve this issue and it was up to Mercedes Benz of North America to do something about it or change my car. We live in Florida and there is a Lemon Law for cars that are taken back to the dealer more than 3 times for the same problem. I would prefer not to go the legal route and work things out amicably. Please help me resolve this issue.