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:03/11/2025

  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 received a recall notice early 2024 about a seat sensor switch.I conctated the dealer service department and made an appointment Was informed that part was out of stock.Another notice was received by mail text and I called again. Was told to make an appointment and I did after going to the dealer again part is out of stock.Again more notification that The recall was still open Called and made an appointment after I asked if the part is in stock which I was told yes this was September ******* part .Now it is march of 2025 been back to the dealer being told yes this part is in stock again left with no repair completed.Spoke with the service manager and explain this problem and he said he would see what he could do and ask me to wait before I file anything. I have not heard from the deal or return any of my calls. I have been to the dealer 6 or more times for this issue and again I will be out of state for several months on a work assignment just like last year and the year before that . Myself and I am sure other people have better things to do other spend half a day at the dealer and leave with no repair completed

  Business Response

  Date: 03/14/2025

  Customer is scheduled for 3/17/25 to have recall performed. 

  Customer Answer

  Date: 03/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:01/30/2025

  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.

  Went to test drive a vehicle was not able to test drive but instead looked at vehicle and signed paperwork to hold. it would take 3 days to detail vehicle and prep for sale, and what we were looking at was what we were going to buy-per salesman. He said we could come test drive in on Wednesday, when it was prepped, we looked at vehicle on Sunday ready to buy, went to test drive Wednesday. We took test drive and purchased vehicle, agreeing that we would bring the vehicle back to have it fixed and detailed, we took the vehicle back 2 days later and havent seen it since, we call and nobody calls back we lesve message with the manager, no reply, we had to physical drive down to see where the vehicle was and why nobody has returned calls, vehical was still parked in back lot not touched, we were told it would be ready in a week, we have a loaner car from the dealer, there is no comunication on what's being done and we're told if we don't like it that they would give us are money back, they still have the truck after purchase 2 weeks ago, we are thinking of reporting the truck stolen, nowhere else to turn to at this point, don't know when or if we will see truck again or if they damaged the vehicle and not saying, thinking we are out ****** This is unexseptable and bad customer service, 1st time we took are other vehicle there for ac work they had the vehicle for 3 months, only reason we purchased a used vehicle from there is we needed the vehicle and we were not dealing with the service department but ultimately ended up dealing with the service ***** Who tells someone if they don't like it we will give you your money back, I said ok ******, they laughed, this is unexseptable for someone to go thru this, did they wreck vehicle and are just hiding it, we don't know, unfortunately reading and looking thru reviews they do this alot, unsatisfied customer, others should know to take there business elsewhere to avoid this dealer,

  Business Response

  Date: 01/31/2025

  Dear Better Business Bureau,
  I am writing in response to the concerns raised regarding the recent purchase of a vehicle. I would like to clarify that communication has been ongoing with the customer, but there were multiple owners involved, and some of the information was not shared between all parties involved, which may have caused confusion. I sincerely apologize for any miscommunication that may have occurred during this process.
  We did offer a loaner vehicle while the customers car is being serviced. Additionally, we communicated that if the customer was unhappy with the situation, a refund would be an option. It was never our intention to dismiss their concerns, and we deeply regret if our response came across as unprofessional.
  We take full responsibility for the poor experience this customer has had, and we are committed to resolving the situation as quickly as possible. We will work with the customer to get their vehicle returned to them and ensure that it is fully repaired to their satisfaction. Thank you for your understanding.

  Customer Answer

  Date: 01/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:01/09/2025

  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.

  I was purchasing Honda CRV from AutoNation Honda in Chandler (AZ) with promised condition that next day service department will contact me about removing a back ********* removal was a necessary condition for the use of the **** Salesperson and his manager had convinced me that this task is doable and will be performed next ******** day and the entire next week there was no call from service department with set appointment.When I had contacted then a week after they have notified me that this service cannot be done for the liability issues.Thus, I am stuck with the car that cannot be used for the purposed that I have purchased it.Since more then three days had passed, they refused to take vehicle back. This is very unfair practice.

• Initial Complaint

  Date:01/07/2025

  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 purchased a used vehicle from AutoNation Honda and was convinced that purchasing the extended warranty would have comprehensive coverage. I was told that at any point I could return the warranty early if I am unhappy with it. My front passenger seat has since failed and is unusable due to the position it is in. The warranty work was declined. My rear window shade failed and was also denied. I have come to the conclusion that the warranty is c*** and I want to return it.After a couple failed attempts to get into contact with the finance rep ****** *********, I finally found him by physically going to the dealership. I was promised that he would call in the cancellation of my warranty. He has since refused to call me back or reply to my emails. I am concerned that this business is not being ethical with selling their warranties and not being honest with how comprehensive the warranty is.

  Business Response

  Date: 01/10/2025

  Issue has been resolved, and customer is satisfied. Close out please.

• Initial Complaint

  Date:12/17/2024

  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.

  I have 2 complaints about this company The first is they messed up my paperwork on the title, it was supposed to go to the dmv and then to my bank and the financial department never did so I had to personally go down there and ask the financial manager to do so in which he did The second is my extended warranty that I bought from them, they never filed it with the warranty company so my vehicle has been at the dealership for 4 weeks now and they cant work on it without constant from the warranty company Ive been there twice already to see whats going on and the first time they said it wasnt scanned right, so they had to rescan the paperwork to the warranty company I asked to talk to the general manager but they said he is on vacation

  Business Response

  Date: 12/18/2024

  **** came in to purchase a 2020 Honda Pilot in July 18th 2024. He wanted to think about the extended warranty and decided to take a couple days to look it over.
  
  On July 20th **** came back and decided to buy the extended warranty coverage, we signed the paperwork and he financed the coverage through pay link.
  
  I scanned the documents over to our BOS system to get processed that day on July 20th.
  
  **** came in to get repairs done in November and the service writer could not find his contract with the warranty company so the service writer came to me, the finance manager, and asked if I had sent in the paperwork and I replied yes. After doing some research on the paperwork I found out I did not scan a document that our system needed to complete the transaction.
  
  We got **** a loaner vehicle to drive while we figured out what the problem was both with his vehicle and with the paperwork.
  
  WE scanned the correct paperwork into the system and the paperwork went through, extended service contract now in our system
  
  

• Initial Complaint

  Date:06/22/2024

  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.

  5/24/24 I traded in my vehicle and provided a $3000 deposit on a 2019 ****** kicks. Brought the car in on 5/27/24 due to transmission and alignment issues. I asked about swapping trade ins as I was in my 5 day window. The sales man who although was great, pushed for me not to swap out vehicles and that the car can be repaired. My car has been getting repaired since. Ive been in 2 rental cars since. I went in to speak to the sales manager stating I want to change my vehicle and that I shouldnt have listened to my sales man, and just made the swap. I was told it was my responsibility to push towards getting the swap when I came in for the issue. They then said the car would be finished with repairs by 6/14. I feel like I was sold a lemon. And although its being repaired. Im very restricted in my personal life. My family had plans to drive to ****** with my dogs on 6/21/24 but had to cancel because I cant take the rental out of the state nor can I allow my dogs to be in the vehicle as the dogs would would force me in to paying a $150 fine. We no longer had any way of getting my self and my dogs there. I just paid insurance on a car I drove for 3 days and my first car payment is coming up as well. Very un happy about the fact that I am paying for both car insurance and a car payment for something Im not even driving.

• Initial Complaint

  Date:05/21/2024

  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.

  On April 28, of 2024. i purchased a 2009 ********** from Autonation,in Chandler Az. ************. The agreement was, i could return the car within 5 days if i was unhappy. the car had problems with the air conditioner. I returned it Wednesday, May,3, and informed them that day i would not be keeping the car. On 5/1/2024, they refunded my down payment of 1800.00$ to my credit card. in the meantime, they had sold my contract of financing the car to ************ of Colorado, who,to this day,still holds me to that loan,tho i cancelled,and returned the car to the dealer as per the agreement. i have made many calls to the dealership and spoke to several managers who all assured me it would be promptly taken care of. As of today,5/21/2024, Autonation Honda, has not cleared this matter up with ************ of Colorado, which is still holding me to the loan of a car i don't possess. I am 80 years old, and have been unable to purchase a needed vehicle because i am being held up with this matter. Any help would be appreciated. ****************** ************

  Business Response

  Date: 05/29/2024

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

  Thank you. 

• Initial Complaint

  Date:04/10/2024

  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 returned a car to this dealership but they have not cancelled the car loan. It has been a month and a payment for the car loan is due in the next week for a car that I returned to them.

  Business Response

  Date: 04/11/2024

  We have identified the issue and plan to resolve it with the customer to get him the full amount he paid on the vehicle. 

  Customer Answer

  Date: 04/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:03/15/2024

  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.

  I have delayed responding to comment and only do so because this email said it was the last opportunity to do so, its not nice.they acted like they never sold a vehicle before took six hours to get the paperwork finished (so I thought) Came up from ****** on Jan. 20, it Took a month to close this deal and I had my own financing already done. Feb 22 my lender finally had all the correct paperwork from the dealership to fund the deal. They Delivered vehicle with out temporary plates, after questioning them about their error had to wait over a week for them to email me the temporary plate.(so I still could not drive the vehicle) only sent a ballet key, which every time you opened the door the alarm went off, that took two weeks to correct and had to wait almost three hours to get keys programmed and I had an appointment time set up(at a sister dealership in ******)Items in their inspection and repair report were said repair/replaced were not. Was told that they would correct it 2 weeks later still nothing. Oh ya, 95% of the communication was initiated by me. They had to ***** the paperwork twice because of their screwup. My lenders said it took them over a week to respond to questions. I am currently looking at my options to report/respond, which will not turn out good for this dealership. I am going to have the vehicle inspection repair report looked over by another auto dealership to make sure that the rest is correct, hopefully this report wasnt pencil pushed through. Now after only driving about 60 miles in the vehicle, the transmission needs to be replaced.When speaking to a manager I was flat out told to *** them.

  Business Response

  Date: 03/25/2024

  Vehicle pass all state regulated safety inspections and all AutoNation inspections for safety. Several items were repaired before any purchase agreement was finalized. Customer opted out of all additional warranties to further protect his vehicle. You may close the case at this time as we owe nothing to the customer base on the final contract. 

  Customer Answer

  Date: 03/25/2024

  All you have to do is look at the delays and the inspection/repair/replace report which states what was done.. supposed to done, because some items were not. I think it's time to file a complaint with the State's *********************** for auto fraud and elder economic abuse.

  What dealership take over 30 days to close a deal on a used car?

  I did turn down the warranty offered because of the payment, but said I would do it if the total payment was less, which ended up being a lot less with the finance company that I walked in the door with, they never replied to the warranty question after that.

  Business Response

  Date: 04/03/2024

  We apologize that the customer experience was less than satisfactory. Unfortunately, we will not be able to provide further assistance at this time as the vehicle passed all State and AutoNation inspections to ensure safety and because the customer declined any additional warranties. 

  Thank you. 

• Initial Complaint

  Date:03/15/2024

  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.

  This service center neglected my vehicle and caused flood damage on my drivers side floor. Honda manufacturing issue, a grommet was missing.I brought my HrV in and requested a diagnostic for a water leak. It had been really rainy & I noticed some water seepage under my driver side door onto the flooring. This was February 8th 2024. I reiterated many times, keep my car under cover while its still raining. I received no updates so I drove back to talk in person and they left my car out in the rain. They said it wasnt leaking and they left it out to test it. I came back later and they told me that my drivers side flooring did indeed FLOOD. They did a deeper search and said there was a grommet missing and that it was a Honda manufacturing issue. & I would have to file an insurance claim or repair carpet on my own. They made no attempt to clean my car or dry out the flooding. I wrote a negative review of my experience and they asked me to come back in & get a loaner vehicle while they rectify the situation. They had my vehicle for 4.5 weeks. Very spotty communication. After I push for an update they tell me they found a vendor who is willing to repair the mold damage. (Confirmed that there is mold in my front seat carpet.)And that I will have to file a claim against my insurance and pay $1300!I told them I expected this to be compensated as it was due to a missing grommet (Honda issue) AND they returned my car damaged with water and mold. She said Id have to take it up with Honda because they are just the service center. I was so upset I told them Im going to get my car back and see what I can do. They did not attempt to clean it in anyway. I had put a box of baking soda in the front area to attempt to dry out. They spilled that all over. They RIPPED OFF a center plastic piece. I drove it to work and felt so congested, hard to breathe, and a scratchy throat. Smell is so bad. This car I have paid off, is TRASHED & dangerous for myself or anyone else to be in.

  Business Response

  Date: 03/23/2024

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

  Thank you.