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:01/13/2024

  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.

   
  Complaint: 21141967
  
  I am rejecting this response because:

  As I explained during call with manager on 1/16,

  I want to make sure Ohare Honda updates their website so once we put the ViN number, it should only allow to pick the right services and not Prepaid maintainance service or anything else which doesn't apply to the specific vehicle that customer has. There was no other option for full synthetic oil service other then what I picked after putting VIN.

  Also I requested manager to have their service staff be helpful to customer when they ask specific things like seeing the order or when trying to understand the service order they have put in the system.

  Are those two action being taken by the manager?

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

  nge is due in **** miles or in 3 months. If it was full synthetic then it supposed to be good for 7000-10,000 miles or 1 year. Why it shows **** miles or 3 months?My service Invoice is # ******.When I see my final print out it says "********* 00W20-BAS-L02DRM P0W20SYN" - I hope this is full synthetic and not a blend oil.

  Business Response

  Date: 02/19/2024

  To whom it may concern, 

  ************* picked the Prepaid option when selecting his oil service. There are 2 options online due to Autonation prepaid maintenance and customers with out pre paid maintenance. Customer had coupon that we did apply. ******************** does use full synthetic oil which is a Honda requirement. 

  Sincerely,

   

  ***********************

  General Manager

  Autonation Honda O'Hare 

  Business Response

  Date: 02/01/2024

  We spoke to ************** on 1/16/24 and explained the different service Autonation Honda O'Hare offers. He chose prepaid maintenance pricing which doesn't apply to his vehicle. Autonation ****** advised him of the service required on the vehicle and applied the *********************** price. We only use Honda oil full synthetic which we put in his vehicle.

  Thanks

   

  ***********************

  General Manager

  Autonation Honda O'Hare 

   

• Initial Complaint

  Date:11/29/2023

  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.

  Better Business Bureau:
  
  Hi, thanks so much! AutoNation sent me the *** today, so it seems this matter has been resolved.

  Sincerely,
  
  Tingting He    

  et his response. I talked also to the General Sales Manager *************************** on late afternoon of 11/28, and he said he "sent a request" to find out whether the *** will be mailed to DMV or me. But he did not explain to whom he sent the request, when I would get an answer, etc. I waited for a whole day today but did not get any reply from either ******* or ******. I need the *** for my title.

  Business Response

  Date: 11/30/2023

  PLEASE SEE ATTACHED.

• Initial Complaint

  Date:10/05/2023

  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.

  AutoNation ****** offers a 5-day or 200 miles return policy for used car purchases. However, what is stated in the contract is different from what happened.The contract says that if the vehicle and its paperwork is returned within five business days, the customer will be refunded the full cost of the purchase.We purchased our vehicle on Thursday, 9/28. I reached out to the finance operations person on Saturday, 9/30, to say that we were considering returning the car. We came to the dealership on Saturday, 9/30, explained that we might want to return the vehicle, and test drove another vehicle. I reached out again on Monday, 10/2, to say that we wanted to know how the return process should go. The finance person said that he would have our salesperson contact us that day to explain the process. We didn't hear from our salesperson until the morning of 10/3, who told us that we were already outside of the five day return window. By my reckoning, as the store is closed on Sunday, 10/1, even if the day of purchase is counted as one of the five business days, we should have had until Tuesday, 10/3, to return the vehicle, as the business days that should have counted would have been 9/28, 9/29, 9/30, 10/2, and 10/3. The salesperson told me the used car sales manager would contact me. I left her voicemails and she never called me back. In the late afternoon of 10/3, I drove the vehicle to the store with the paperwork and talked to the general sales manager. He insisted that as we were outside the 5-day business day window (and said that Sunday counted, as some AutoNation stores in other states are open on Sundays, even if not in ********), he could not accept the return. After I explained to him that the salesperson had not called me back on 10/1, he agreed to allow us to trade for another vehicle, but no other minivans were for sale at AutoNations in ********.The vehicle we purchased is fine. But we wanted to return it to purchase something cheaper elsewhere.

  Business Response

  Date: 10/19/2023

  Thank you.

• Initial Complaint

  Date:09/21/2023

  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 went to AutoNation Honda Ohare at 3:00pm on September 19, 2023 to have my car serviced. The service performed was 4 new tire installation and a 4 wheel alignment. My check out time was 4:52:29 PM and my service advisor was *************************. Upon exiting the dealership I noticed that my steering wheel was not properly aligned. After driving the vehicle for a short distance it was apparent that my vehicle was not aligned properly as it was drifting to the right when I had the steering wheel straight. I immediately called ******** and let her know that the alignment of my vehicle seemed off and asked her if the service advisor test drove my vehicle after servicing it. She said he did. I told her that I would be bringing my car back on Thursday and she said she would let the manager know. I also noticed that the ride of my vehicle seemed to be bumpy after the tire installation and assumed that it was because the tires were not properly balanced since the alignment was not done correctly. I bought the car in today 9/21 and spoke to ****** who took my car back to be looked and it was confirmed that not only was the vehicle not properly aligned but I now have a bad wheel bearing that was not bad before my car was serviced at Autonation. It is my belief that the dealership damaged my vehicle when they performed service and the tech failed in his duty to check his work to ensure that my vehicle was properly serviced. Had my wheel bearing been previously faulty before service it would have been confirmed and noted during the test drive which was not performed after the completion of service. All the service manager ****** could offer me was an apology, 20% off the completion of the damaged wheel bearing and a refund on just the wheel alignment portion of the service. I told him it was unacceptable as I would like compensation for the cost of the repair of the damaged bearing to be performed at the dealership of my choosing.

• Initial Complaint

  Date:09/27/2022

  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.

   
  Complaint: 18134254
  
  I am rejecting this response because:we did buy vehicle from that dealer and have all the paperwork. We also had recalls serviced here. There were several other small details we decided to overlook that were cosmetic we didnt like about dealing with this dealer. As far as this incident the oil pan wasnt broken coming in. We didnt have any oil leaks to show for that. They are just trying to cover themselves 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/07/2022

  Dear Sir/ Ma'am,
  
  Thank you for the information, and I apologize for the delayed response.  We did not sell this vehicle to the customer making this complaint.  Further, once this customers vehicle entered the service department at AutoNation Honda O'Hare, ************** immediately brought to management attention the fact of the oil pan drain plug being cross threaded,essentially coming in damaged.  
  
  We articulated this to the customer who had NOT service with us prior to this occasion, however despite our efforts to explain the customer was not satisfied that they had purchased a damaged vehicle from someone else, and we wouldn't just simply pay for the damage to be repaired as we had NOT caused it.
  
  Thanks,
  *******************, AutoNation Honda O'Hare.

  Business Response

  Date: 10/25/2022

  Please see attached.