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:07/08/2025

  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.

  On August 18, 2024 our Highlanders battery that was replaced 12/14/2021covered under a lifetime warrantyfailed unexpectedly. Since we couldnt get into the dealership immediately, we charged the battery using our home charger. Alarmingly, the next day we discovered the battery smoking, which presented a serious fire hazard. We immediately disconnected it and removed the unit to prevent further risk to our property and safety.Out of necessity, we called for a tow to your dealership. After inspection, that the wrong type of battery had previously been installed. We were told we needed a Stop Start battery, and ultimately paid $375.27 for the replacement, plus $35 for installation. Although a manager discount was applied, bringing the total to $243.00 with tax, we also incurred an additional $250 towing feebringing our total out-of-pocket cost to $493.00.We were advised that the dealership would not honor the previously stated warranty for the correct battery. The manager would only honor the warranty with the original wrong voltage/amp battery. I contacted Toyota directly regarding the battery issue, but unfortunately, my concerns were dismissed. It has since come to light that the battery provided was underpowered and potentially unsafe for the vehicle. Despite this, Toyota refused to supply the correct replacement battery under warranty. Had we been informed that the warranty would not be honored, we would have replaced the battery ourselves and avoided the unnecessary cost and inconvenience of a tow.

  Business Response

  Date: 07/11/2025

  Dealer installed correct battery in August of 2024. This was 3 years after original replacement. Due to the fact that the battery that was installed in 2021 does not accommodate the smart stop feature, the dealer discounted the new battery the exact dollar amount that was paid in 2021. This has since been almost year since this took place. Dealer will not be providing a refund for a tow bill from a year ago. 

• Initial Complaint

  Date:03/26/2025

  Type:Order 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 negotiated a lease agreement with salesperson ***** ****** of AutoNation Toyota Arapahoe in April 2024. This was for a 24 month lease of a 2024 Toyota bZ4X XLE AWD. We agreed in writing that this transaction involved a national Toyota ****************** promotion involving lease cash that would reduce net capitalized cost of the vehicle by $16,250, and that I would claim the ** ** tax credit on my behalf at tax time. In other words, the net capitalized cost of the vehicle was NOT lowered by the net value of the tax credit, which is the $5,350 in dispute.When I went in to sign paperwork on April 16, 2024, the finance manager at the time (no longer employed by the dealership), *******, insisted that I sign the ** ** 0616 form to assign the ** tax credit to the dealer. I protested but he would not complete the transaction without my doing so. I lodged my protest via email, and my salesman, *****, conferred with him and I received email confirmation stating "I [, *****] just talked to *******, he said you will still receive the Colorado tax credit whenever you file for taxes next."I completed the lease transaction, have been driving the car, and now filed my 2024 ** taxes, claiming the ** tax credit on my behalf. The state rejected my claim for this credit, for the dealer had claimed it on my behalf. This is fraudulent. Per Form ** 0616 "the... motor vehicle dealer accepts assignment of the tax credit... and agrees to compensate the ... lessee the full nominal value of the tax credit minus an administrative fee".They did not meet this obligation. They did not compensate me the full nominal value of the credit. They did not compensate me anything! They have stolen my tax credit in effect.(Note that my contract mentions nothing at all about signing over the ** credit.)

  Business Response

  Date: 04/01/2025

  We have reviewed the customer's claim and also the documentation from the time of sale, and it is agreed by the customer that ************************************************************** has not invalidated the qualifying vehicle's State of Colorado EV Tax Credit. We are currently assisting the customer in getting clarification and resolution for the mistake/misunderstanding with Toyota *******************

  Customer Answer

  Date: 04/02/2025

   
  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. Upon discussion with a dealer representative it appears my complaint should be directed to Toyota ****************** and not the dealer in this instance. The dealer is assisting me in this matter.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/17/2025

  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.

  Having an issue with Autonation not submitting title/registration paperwork to the Colorado DMV for a vehicle I leased through them back in January. This information should have been submitted within ***** days of purchase, and it has now been 61 days with no indication from Autonation of when the paperwork will be submitted. I spoke with *** from financing in person, and he was not able to assist with submitting the paperwork or giving a date of when it would be submitted. This paperwork was already supposed to have been submitted to the **** I would appreciate any assistance with getting this paperwork submitted.

  Business Response

  Date: 03/20/2025

  Hello

  Attn: case #******** -customer name ***** *****. Title paperwork was processed on March 13th, 2025. **************** doesn't track the workflow so I will recommend customer to call Jefferson County DMV to set up the appointment. We will be happy to give the customer plate extensions.

  I left the voicemail with the customer as well.

  Thank you 

• Initial Complaint

  Date:03/13/2025

  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 vehicle from Auto Nation Arapahoe Toyota on 1/13/25 we noticed a shuttering when accelerating and a ticking noise within the first few days of driving the car. I called and was told I can take to any auto nation service department. I made a appointment with the ***************** which was nearest to me for the following week (first available). When I got there I was told they could not help me and I needed to go to a Jeep dealership. I called the nearest Jeep Auto Nation and they could not get me in until following week I took it in and they said I needed the manifolds replaced and the motor mount replaced (was broken) they had the car for a total of a week. When we picked it up we noticed it still had the shuttering so we took it back and they found it needs a new transmission! Based on the pictures they sent to us the transmission fluid was NEVER checked before putting it up for sale (it was very dirty and had metal chips in it). We were told the transmission is on back-order and they have NO clue on when it will come in. We are now on week 4 without a car (that I have only driven not even a week since buying). I called the director of Sales where I bought the car ** ***** and had to argue with him to even get a loaner car which I had to drive an hour there and back. I was given a little 4 cylinder. I am NOW being told the *** on the backorder will be April 10th (we are now looking at 3 months without my car!! The car we bought is a V8 which we need to tow for work purposes and now we cannot even use for that and we our losing money daily AND costing me a FORTUNE!! I am also seeking consultations with Attorneys and reaching out to media outlets. Auto Nation can CARELESS about this situation

  Business Response

  Date: 03/17/2025

  After speaking with Mrs. ****** we were able to provide reassurance that all of her concerns are being addressed.  The frustration of a recently purchased vehicle having immediate problems will often leave the consumer with a sense of doubt that the dealership will do the right thing. In this instance we will be resolving the transmission issue and providing a free comparable rental car while repairs are being conducted. The transmission fluid condition was deemed undetectable without disassembly of the main seal and initiating both a costly and timely maintenance that is not scheduled or recommended by the manufacturer. This is understood by the customer and no further intervention should be required.

• Initial Complaint

  Date:02/06/2025

  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.

  We have attempted to contact AutoNation Toyota multiple times since December 2024 to no avail. They don't return messages. I attached a VSA claim that they did not actually perform - possibly due to availability of parts - but have taken the money for it from Toyota VSA (Stratus). This work was not performed. They need to reverse the claim but they will not do it - either they don't know how or they don't want to. They did not earn/deserve this money and the customer still needs the repair done. I attempted chat multiple times. I asked for email and no one would provide me with one. I was trying to send the information about the claim that needs to be reversed. Toyota Corporate won't reverse it because I don't work for AutoNation. They need to call Toyota and reverse this claim or provide me with proof - a completed repair order - that they actually did this repair as the customer said they did not. If they actually did, I can attempt parts warranty. However, communication (email addresses, direct phone numbers) seems to be secretive as their text company or employees handling the text app won't even give me information for someone to contact.

  Business Response

  Date: 02/06/2025

  contacted phone number listed. no answer. left message for Toyota dealer? Found in Toyota information system that dealer in ** performed repairs (Heritage Toyota) without prior approval from extended warranty. Heritage Toyota then performed repairs on 9/26/2024 - did not make a claim until 10/9/2024. at that time, dealer should have noticed there was already a claim made and approved for our dealer. Our invoice was written up during a CDK outage not allowing us to be able to bill parts as those systems were down. No contact has been made with our dealer from ******* ****** (the owner of the vehicle) or from anyone at Heritage Toyota. we performed repairs in June of 2024. Heritage Toyota has had over 4 months to get in contact with us. All accusations of no communication are completely false. 

  Customer Answer

  Date: 02/07/2025

   
  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.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:12/06/2024

  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.

  On Nov. ******* I took my vehicle in for an oil service off of a coupon I received in the mail. The coupon was for $29.99. That was all I wanted or asked for. The service writer could not find my reservation but I showed it to him on my cell phone. Said they were having some computer issues and would get me taken care of within an hour. Two and a half hours later I'm given a bill for $162.88. When I got back to my office I called, sorry I didn't get a name, but was told an error must have happened and a credit for the difference would be issued. It was not. After a few days time and repeated messages, finally this same service advisor called me and pretty much told me I owe this higher amount. In my 40 + years of managing a delivery service, I have never wanted or purchased these unwanted and unordered items. I have purchased many vehicles from this dealer over the years, and don't understand this poor quality of service. Without full resolution I'm not sure I'd want to deal with them again.

  Business Response

  Date: 12/07/2024

  I apologize for the confusion and the professionalism of the service advisor you dealt with. After further research, I have attached the original invoice. as you can see it shows the $35.00 for the oil change portion of your repair order. If the oil change was supposed to be $29.99 ($30), I would be more than happy to credit your account or process a refund for $5. Please let me know how you would like to proceed. thank you.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22652776
  
  I am rejecting this response because:  $162.88, not as the  amount you stated in your response to the BBB.  I have another coupon that was mailed to me in amount of $29.99 plus supplies and or taxes.  I repeat;  I did not ask for or want any other items or work done on my vehicle.  Kindly correct your answer to me and to the BBB to reflect this.  And issue a cash refund.

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 12/17/2024

  Spoke with customer. came to a conclusion that customer is satisfied with. please advise

• Initial Complaint

  Date:08/05/2024

  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 bought a used 2021 Toyota rav4 from Autonation Toyota. Upon buying the car their inspection said my brakes were at 8mm and 9mm. 5month later and ***** miles my brakes are now at 3mm witch is impossible. It doesnt happen Autonation told me there was nothing they were going to do about it and then said maybe I should drive my car better. I asked to speak to the manager and they told me they would make sure I didnt talk to him.

  Business Response

  Date: 08/06/2024

  Brake measurements were near new at the time of purchase. It's not unrealistic for brake pads to have wear after 6 months of ownership.  Even a brand-new car warranty DOES NOT cover for brakes wear.  However, a complimentary vehicle inspection and advisement was offered to the consumer which she declined.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22095538
  
  I am rejecting this response because: We purchased this vehicle in February of 2024 with ****** miles on it. The reason we purchased this vehicle was because back in 2021 we purchased a 2016 *** ********* When purchasing the **** I signed an agreement there was no recalls on the vehicle. Come to find out, 3 years later, there was a recall that was never disclosed. AutoNation let us know they would pull the deal jacket and if I did in fact sign something stating there was no recalls, then the dealership would be help accountable for the repairs. 
  When they pulled the deal jacket that following Monday, the did realize I signed something stating there was no recalls but then changed their wording to it was a performance recall not a safety so we are no liable. 

  After going back and forth and playing the blame game, AutoNation said the only thing they could do was give me 5k for the *** and help me get into a new car. It was either I spent 13k on a new engine for the *** and be without a car for up to 9 weeks, or I put 13k down on a new car and start over. I have a job that requires I drive to multiple locations in the ********* area and I have 2 small kids. I needed a car ASAP. 

  AutoNation Toyota then informed me that they had just received 3 2021 Toyota Rav4 and said I could probably get into one that day. 

  When speaking to the sales representee ********** was told 4 different things. After being referred to as "the *****" multiple times we finally were able to come up with an agreement. 

  This entire process was a nightmare. The Finance Manager was so unorganized I had to come back to the dealership 6 times to sign different paperwork due to his errors. I was promised a second key that I then had to argue with and wait 2 weeks to receive, 

  After driving the car for 3 weeks, I called and asked them why my brakes were squeaking. They let me know this car just had brand new brakes and it was common for the brake dust to squeak as they are braking in. I bought the car at 57k miles and was told to bring it in again at 67k to have its first oil change. At 63k miles the maintenance light started to come on for the oil change. AutoNation Littleton told me that my oil was dirty and it looked like it had not been done in a while. When telling AutoNation Toyota they told me that the tech must have not reset the light and that it had been completed. I did not feel comfortable with this answer as the other Master tech told me there was no way my oil was that dirty in less then 5k miles. I then took the car in at 65k miles to have the tires rotated and the oil changed. During the inspection the master tech let me know that my brakes needed to be redone as they are measuring at 3 and 4 inches. Brand new my brakes measure at a 9. Both the master tech and the *** at that AutoNation said there is absolutely no way that is possible. I tried calling AutoNation Toyota several times to speak to the manager and never received a call back. After 5 days of no response and the sales team taking my name and number to pass along, I went into the dealership.

  I spoke to ***** the Sales Manager and he said that I bought a used car and there was nothing they would do after 5 months. When buying the car I was told I have a 10k 12 month bumper to bumper coverage incase ANYTHING went wrong, and also was told my brakes were brand new. In the report they also said my tires were at 6 and 7 but when I took it to discount they are at 4 and 3. There is no way in driving a car less than 8k miles, there is that much wear and tear. If I had it for a year and put 35k miles on I could totally see it and understand,  but not 8k. 

  When asked to speak the *** of that location I was told that the reason they hired ***** was to make the decisions for the *** and that I would not be aloud to speak to him. I asked for him to give me a call or an email and ***** then said he makes the decisions  for the *** and that he would not allow any communication between the 2 of us. 

  I have never experienced that. I believe my car was overlooked in inspection and there was a lot of discrepancy's in my inspection.

  I just ask that AutoNation do what is right and replace the brakes as they promised had already been done, when clearly they hadn't been. I have been out 15k dollars because of their lack of due diligence and ask they make this right. 

  I have proof of the *** and them selling me a car without disclosing the proper information, the original report, and the invoice from the current inspection. 

  I have had my car looked at by 4 certified master techs and they all agree there is no way my brakes and tires have been worn that much in the short amount of mileage I have drove. If we can not come to a resolution I would like to presume legal action on AutoNation with the amount of evidence I have. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/20/2024

  We have requested that the customer bring the vehicle to the store for our technicians to perform a brake inspection. According to the inspection just this month at our Jeep store, the front brakes have only worn from 8mm in February to 5mm in August. This is a normal amount of wear on front brakes for the time and mileage driven. We offered to verify the brake reading for the rear brakes as they have changed from 9mm in February to 3mm in August according to the AN Jeep West store in ******. We offered to cover half the cost of the rear brakes, assuming they need replacement. We also offered to take a look at the front rotors as a courtesy.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22095538
  
  I am rejecting this response because: One of the managers reached out to me on Friday afternoon and was in agreement with me that there was no way the brakes were wore that fast. He said that he would work with us on getting ALL the brakes covered and that he would call me back on Monday after he talked to whoever approves it.  When they respond to this complaint they switch their wording and say that it is normal wear and tear. 

  We have gotten 3 different master techs to say there is no way this is possible. We have multiple disc***ancies with the initial inspection and are only asking they due what is right and ***lace the brakes and rotors. As I continue to drive with these brakes they are only going to continue to get worse and cause more issues. My two children and I drive this car daily and are being put at risk because of their lack of due diligence.

  I don't understand how they can go from telling me they are going to take care of this, to now going back and saying they will only cover half. 

  When speaking to the manager he told me this was going to cost ******* and dimes and said it would roughly be $400. I am sorry but he does not know my finances and what ******* and dimes mean to me. I am sure $400 worth of work is ******* and dimes to this corporation, but it is not for my family. Especially when I have already paid well over $15,000 in 5 months of owning this car. 

  I also tried to go over with the manager what all my issues were, by being harassed and called names, have text messages from the sales *** referring me "the *****", the issues with the original inspection, having to go in multiple times due to their lack of due diligence, and the issues with the **** His response verbatim were "I have other matters to deal with ******, I am only calling to discuss the brakes and offer you to pay half for ONLY the back. We are not here to talk about anything else, I'm just trying to get this BBB complaint closed out." 

  I then told him I was going to presume legal action and I was hung up on.

  They are the most rude, unprofessional car dealership I have ever worked with. I have filing paperwork within the courts, and will be suing them for the Toyota and **** I asked that this "nickel and dime" $400 dollar job be covered and they won't.  With the amount of disrespect, unprofessionalism, and evidence I have, I will be going for a lot more than just the brakes.   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/04/2024

  After reevaluating our situation with ******************************,the customer and former employee of **********************, we will be closing our communication on this BBB complaint as the consumer has clearly explained to us that they will be pursuing other avenues to resolve their claim.
  In closing, we would like to reiterate our findings and position regarding the customers claims.
  

  - We were able to verify that the front brakes were sold measuring 8mm. The customer mis-stated the new measurement to be 3mm when in fact after 6 months of driving, they measure at 5mm.
  This is considered a reasonable amount of wear and tear on the brakes.
  

  - The customer also expressed frustration about the front rotors needing to be rotated or replaced as when using the front brakes there was a heavy vibration when driving.
  Most likely, she has warped rotors and they are not a covered wear and tear item as they often are easily warped due to common brake overheating situations like high traffic or mountain driving.
  

  - There was a concern about the rear brakes changing from a measurement of 9mm to 3mm. This is definitely something that we would normally find to be untypical wear in respect to the time frame we are working with,however it is not unheard of. We have asked on multiple occasions to be allowed the opportunity to inspect the vehicle so we can verify the 3mm reading however, the customer has been unwilling to work with us in returning to the store.
  

  After, multiple interactions with 3 of our service managers,our Used Car Director, and our General Sales Manager, we have been unable to gain any cooperation from the customer that would help us move forward with any potential assistance we could provide.

   

  
  

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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 07/27/2024, I was scheduled to have my last pre-paid service completed on my vehicle to include: Oil change, oil filter change, tire rotation, and engine air filter replacement. I was informed that my vehicle was complete and ready to be picked up. Once getting into my vehicle to leave, I noticed that there was a weird odor in the car. After starting my vehicle, to leave Autonation, I noticed that the check oil/oil pressure light was illuminated on my dash. The associate that I was working with confirmed that the light was illuminated and requested that a service technician check my vehicle as well. Service technician opened the hood, utilized the dipstick to check the oil level, and confirmed that no oil was ever put back into the vehicle and identified it as "bone-dry." Autonation claimed that the vehicle was only running for ***** seconds. Autonation expressed that they would have my vehicle for 7-10 days to dismantle the engine, check for any damage, replace any items that have been damaged/jeopardized, and extend the warranty of the vehicle (powertrain) for 1 year or up to ******* miles once the inspection and reassembly of the engine was complete. Autonation expressed that images of the engine components would be taken and shared with myself as they were dismantled and inspected. I am hoping that BBB will help ensure the quality of the inspection completed on my vehicle's engine and that no corners will be cut, or completely neglected, in this process.

  Business Response

  Date: 07/31/2024

  customer was offered to replace engine and or receive an extended warranty at dealer cost. Customer was provided an extended warranty on the engine itself per customer request and to not have engine replaced at this time. Customer will bring vehicle back in 4k miles to perform oil analysis at no charge to ensure no further damage was caused. customer agreed to these terms 7/30/2024 when he came in and signed off on the above listed items. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22060835
  
  I am rejecting this response because:

  Autonation informed me that my initial request to have my vehicles engine tore down and inspected for damage was vetoed by the insurance company. Autonation offered me a used engine that they were unable to provide any information or service history on outside of it already having 50k miles on it. This is an unsatisfactory resolution to their negligence.
  
  On 7/27 when my vehicle was returned to me with no oil, I was informed that no damage had been done and that a scope was placed into the engine to check. In Autonations response through BBB they acknowledge that my vehicle has already been damaged, which was never shared with me. The extended warranty was agreed on due to it making Autonation responsible for damages, to my understanding at the time, that could have been inflicted, ultimately impacting the safety and longevity of my vehicle.
  
  In respect to the oil analysis that will be completed just before 65k miles, to ensure no further damage was caused, I am expecting to be able to view the oil be emptied from the vehicle, *watch new oil be put into the vehicle, be provided the sample/kit number that is to be analyzed, and be provided the name and contact information for the entity that will be completing the analysis. I believe the case through BBB should not be closed until the results of the oil analysis are complete, reviewed, and agreed upon by myself and Autonation. In the event that the results of the oil analysis confirm that a significant amount of damage has been done, I will be expecting nothing less than a new engine for my vehicle, or a powertrain warranty up to ******* miles.
  
  Since picking my vehicle up from Autonation on 07/30, my steering wheel shakes at highway speeds (right around 60mph) which was not an issue prior to the incident on 07/27 and could be related to improper lubrication. I have looked to another agency to complete diagnostic services as soon as possible due to not being able to trust or rely on Autonation to complete services asked of them. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2024

  Reached out to customer August 9th, 2024 @ ******. Left a message to chat with customer.  

• Initial Complaint

  Date:07/27/2024

  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.

  AutoNation is selling Vehicle Protection Plans to its consumers that are fraudulent and deceptive. These plans are the universal template utilized by AutoNation across the country. There's an amendment on the back of the documents for State requirements.I purchased a vehicle from Toyota AutoNation and they have refused to fix my vehicle three times. **** AutoNation has refused to fix my vehicle once. All refusals violate the Ts and Cs of their own Vehicle Protection Plan.I have outlined the situation in the attached 3 page letter explaining the agreement, the event timeline, everyone I have spoke with including phone numbers and addresses. Please let me know if there are any questions; my contact information is provided within the document.

  Business Response

  Date: 07/30/2024

  We resolved **************** complaint and agreed to participate in the cost of his repair.

   

• Initial Complaint

  Date:06/28/2024

  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 purchased a 2015 Jeep Grand Cherokee from this dealership at the end of May. I was sold a warranty that I was told would cover anything that ever broke down on the vehicle. In one months time and less than ***** miles the vehicle has broken down twice. Both times the warranty company has denied the claims saying they will not pay to have them fixed. Chargers are over $6,000 for both issues. The vehicle is currently not drivable. Ive called multiple people at the dealership asking for help since I purchased this vehicle one month ago and they refuse to help me. They sold me a vehicle with problems that I did not know about and also sold me a warranty that will not cover any repairs to make the vehicle drivable. Im currently out of state with a broken car, no money to fix it, a warranty that will not fix it and a dealership that will not rectify the problem. I just want a working vehicle and Id like them to cover the repairs so I can have a vehicle that runs. Im currently in a rental car and having to pay out of pocket. Id like reimbursement for that as well.

  Business Response

  Date: 07/04/2024

  We have made contact with the client and are currently working on a solution with the possibility of getting an exception with her warranty company.