Complaints

This profile includes complaints for Auto Nation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Nation

  2 Concourse Pkwy STE 500 Atlanta, GA 30328-5584

• 

  Auto Nation

  Saint Charles, MO 63304-1233

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:03/04/2025

  Type:Product 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 12/2/20234 I sent documentation to cancel GAP and Tire and Wheel coverages for a vehicle I no longer owned. I was seeking a proration refund. I got confirmation the refund was being processed on 12/14/2024 and it would **** * to 8 weeks for the refund to be paid to me. By January 30 the cancellation refund not paid to me and I called in and was sent to ********* where they made some sort of coding correction and told me the funds would be sent to ***********, where the car was financed, and then paid to me from the bank. Still no refund and it is now March 3rd. I called Safeguard today and was told that the funds were sent to AutoNation ******************* I called AutoNation and was sent on a run-around either waiting in queue for ***** minutes and not getting to speak with someone, or speaking with somebody who gives me a different number to dial. I have sent a number of emails to the email addresses I corresponded with before and not response. I am owed approximately $1,237.22 from cancelling these unused coverages I purchased at the point of sale. I am starting to think I am being scammed, or that Auto Nation is either not organized or professional enough to do honest business. This is unacceptable. Can some please contact me and let me know if there is any help I can get to recocer my cancellation refund.

  Business Response

  Date: 03/11/2025

  Please see the attached. 

• Initial Complaint

  Date:04/12/2024

  Type:Product 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 have trying for over 6 weeks to obtain my refund of services I terminated. The vehicle was pain in full so I requested my refund. I have been told several different things via email by *******************. She was rude and was not forthcoming with information requisition. I request a supervisor of 4 different occasions. Finally I received an email from ********************************* who told me that I was wrong and I misunderstood. I am capable of reading and the emails clearly say that I would be receiving my refund, instead they sent it to the lender, who I no longer owe. I was then told I needed to figure it out!!!! The lack of service, the rudeness, and the failure to provide a supervisor is ridiculous.

• Initial Complaint

  Date:04/06/2024

  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.

  We purchased a vehicle of which was giving default alarms about one to two weeks of purchase the dealer refused to correct the issue finally after about ********************************************************************************************************************** reimburse.

  Business Response

  Date: 04/23/2024

  Please see the attached response. Thanks. 

• Initial Complaint

  Date:12/01/2023

  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 purchased a 2014 Porsche Cayenne on Saturday, May 20th 2023.I was given a "We Owe" document, showing that they owe me a second key.I reached out to Alisyn by text on Monday, June 12th to ask when I should expect the key. She responded and said that she'd follow-up.After hearing nothing, I reached out to ****** again on Friday, June 23. On Monday, June 26th, she told me that she needed a picture of the key. I sent the pictures that afternoon.On Wednesday, July 12th, I reached out to ****** to request an update. No answer.I reached out again on Wednesday, July 19th. Again no response.On July 20th, I sent a picture of the "We Owe" document, and expressed my frustration in the lack of response.On July 21, I had a missed call from ****** at Auto Nation, saying that he'd assist me with resolution. I immediately returned the call and left him a voicemail.I tried calling ****** an additional 5 times over the next months, leaving a voicemail each time. (all documented, but concerned about running out of characters in this form.)Last month, I called the store again directly and requested to speak to ******, *******************************, *************************** or ***********************. The person who answered told me none of them were available. I explained the situation, and asked that someone reach out.Still nothing.At this point, it's been almost 6 months without resolution. I have ALL of the documentation, from the original paperwork to the text message correspondences as well as the voicemail from ****** and a call log of each time I tried to call by phone.I just want the second key I am owed-

• Initial Complaint

  Date:10/27/2023

  Type:Product 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 2022 ***** Equinox on March 10 2023, I refinanced the vehicle on 05/16/23. When I purchased the vehicle, I also bought gap insurance and was told that I could not carry my gap insurance to the new finance company, which I did not. I was told by both finance companies that I would receive a refund for the gap difference. I then went to Auto Nation ***** where I made my vehicle purchase and spoke with several people. *************** was the second person i spoke with and she had me fill out a paper which was called Product Cancellation Request in order to request the balance of my gap insurance. She then referred me to the finance manager, ******************************* said she would look into the problem getting my refund. I signed the paper with **** on 6/2/23 at 9:47pm. My process number is ********. After multiple visits to various people my last visit was with *************************** on 10/21/23 and was told I would receive a call the next day when ******** was in the office, I have not receive a call at all. It should not take over five months to get some kind of reply or refund from this company.

  Business Response

  Date: 12/04/2023

  Please see attached in response to the consumer complaint of *******************************.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20792894
  
  I am rejecting this response because: I have attempted on several occasions to receive a refund from Auto Nation. It should not be depended upon the consumer to keep attempting to receive a dollar amount that is owed to them. When I made the complaint, I was seeking assistance with this situation. It has been over six months of me trying to get some type of answers as to why I have not received my refund. How many times should I visit the dealer before I receive assistance in regards to this matter? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased an extended warranty from Auto Nation when we purchased our 2020 Ram ****. One of the components of this is the replacement of the windshield. I have contacted the Auto Nation dealer on Bell Road about this numerous times. They give me number of ***************, xxx-xxx-xxxx. Calls to this number are never returned. I was also given an email address to use but again, no reponse. I then asked for a supervisor and described the problem to him. He said he would check it out, but I never heard back from him.We were in ******, ** and I contacted the Auto Nation dealership where we purchased the truck and warranty. I was given a name and phone number for the person there who would coordinate the replacement. The same problem---no answer after leaving messages. I again called the dealership and a supervisor told me he would check out the provider. Again I never heard back from him.We are again in the valley and I contacted the dealerhsip on bell Road again. Same name and number were given. I have called and left messages, but no response. Yes, we could get the replacement through our auto insurance, but it counts as another claim. We have enough of those and paid for this service. I want Auto Nation to see that our windshield is replacaed in a timely manner as our warranty states.

  Business Response

  Date: 11/20/2023

  Please see attached complaint response. Thank you.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20645429
  
  I am rejecting this response because this company is not accepting responsibility for the windshield rejpair as it is clearly a part of the document that addresses the Tire and Wheel piece.  See attached file with the two parts circled.

  This is so typical f the responses we receive from dealerships when we request this repair.  We are given a phone number that only leaves a message and never returns the call.  THis issue has been taken to the top service advisor who tells us he will check it out and get back to us.  It has been since before my initial coplaint to the BBB and still no response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/03/2023

  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.

  We bought a 2015 Audi a3 from autonation as soon as we drove it home the engine started smoking and we drove it back to the dealership to fix. They told us they had replaced it and the car was fine now. I still decided to take it to an ************ center to double check everything. They found evidence that autonation lied about fixing the problem and they have evidence that the water pump was never replaced. We are now paying an additional 2500$ in general maintenance and problems autonation is refusing to fix after lying to us about the condition of the car. If required I will provide documents showing the evidence and receipts for all the charges.

  Business Response

  Date: 07/13/2023

  This complaint appears to be directed to the wrong company.  Customer appears to be trying to reach **********************.  The address referenced is for Safe-Guard Products International, LLC.  Thank you.

• Initial Complaint

  Date:01/26/2023

  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 purchased a used ***** Accord sport on July 25 from AutoNation ******** **. The vehicle had 300 miles on it. We agreed on the transaction and took passion of the car. One of the requirements to the purchase was proof of insurance which I had my Agent to fax them. They gave us a temporary tag. When I called just before the tag was to expire they said they had not filed for the title because I did not give them proof of Insurance, so I called my Agent and He said he had sent it on the day of Purchase. So I had him send it to me and I emailed it to the agent at auto Nation. This happened four different times over 4 Months. In November the Business Manager **** told me he had fired the person who handled it and he would take care of getting me a title. When I called back in December He said It was sent to a Tag and ************** When I asked for that info He promised to call me back with the info. He did not call me back or *************. Now we are in January and when I insisted He give me the info he said well we don't use a title company we do it in house. So I asked to talk to the person who handles that He replied i'm not allowed to talk with them. He refuses to ************* now. So I paid $40,000 for a car that I can't get a title for