Complaints

This profile includes complaints for AutoNation Honda 385's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoNation Honda 385

  4030 Hacks Cross Rd Memphis, TN 38125-2805

  
• 

  AutoNation Honda 385

  2785 S Mendenhall Rd(former) Memphis, TN 38115-2271

  

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:06/13/2023

  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.

  On June 11, 2023 I brought my 2018 Honda HRV to Autonation Honda 385 for a scheduled oil change & tire rotation. The service tech, *********************, attempted to upsell me on several other services when I dropped my car off. I declined all offers. He presented a price quote of $69.95 for the services I requested, and I signed that quote. After I signed it, he said my total would be $189. I asked why, and he tried to rapidly doubletalk a bunch of nonsense to justify the switch and bait on the cost of services. During this exchange, he made several sexist remarks to me calling me "darlin'" and repeatedly asking me to smile. I was told my car would be ready in under an hour. After 4 hours had passed, I asked if my car was ready. **** informed me that my car "required" a wheel alignment. I told him to check the service records because they did a wheel alignment already. He checked the records, said it was done in October, and then said that my wheels were so out of alignment that my tires "could fly off my car" if I didn't pay for an alignment. Strangely, this was the exact verbiage used in October to convince me to pay for an alignment. I refused the alignment. Upon picking my car up at 3:45PM, ********************* apologized for ** "getting off on the foot". I paid $92.18 for the oil change and tire rotation. As I pulled my car out of the service bay, I noticed an audible thumping noise coming from the rear of my car. I stopped approx. 20 feet from the service bay to ask my husband to listen to the noise. He walked around my car, & ran back into the service bay. He returned with ****. My passenger rear tire was not put back on the axle correctly. The lug nuts were spinning loosely at the end of their threads, & one lug nut was missing entirely. The tire was wobbling quite easily. **** had a mechanic review the car. **** said the mechanic got distracted when rotating my tires. He replaced the lost lug nut. I was told to call *****, the service manager, but all my calls go unreturned

  Business Response

  Date: 06/14/2023

  I want to apologize for the lug nuts being loose and that should never happen!  I'm thankful it was caught while on the lot and we could correct the issue immediately.  

  As far as pricing we discounted the services due to a coupon and **** the advisor only offered what Honda recommends due to mileage and previous inspection.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180870
  
  I am rejecting this response because:

  There needs to be a safety inspection process put in place to ensure this doesnt happen to anyone else. The business blamed the situation on a mechanic distracted by a cell phone, but if a safety/secondary inspector had reviewed the car after the distracted mechanic finished then this error would have been caught. Lets not reduce the severity of this situation by saying youre glad it got caught by the customer on the premises. Any other outcome in this situation would have resulted in property damage, bodily injury if not death, and trauma. 
  

  In regards to the service advisors dialogue, he should be trained on professionalism and sensitivity training in regards to sexism. If youre going to claim up front pricing on your services, then provide an accurate upfront price quote instead of having customers sign one document with one price and then telling them they owe more later. 
  

  Do better. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/15/2023

  I'm not here to back and forth through the BBB when I'm easily available 6 days a week at the dealership.  I'm not questioning any of your points and I agree with you.

• Initial Complaint

  Date:01/29/2023

  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.

  Leased a 2017 Honda CR V From *************************. at ************************* waipio After almost a month, I was notified by *****, the finance manager that he was originally hired and was unaware of ************************* no lease policy to Uber drivers. What ***** said whats to come on in, and he could easily converted to a finance. I met daddy and discussed options I told him what if I dont wanna convert he got strictly white and said that he would have to cancel the lease take back the car and you give me my $**** down payment back so I told him how about I put that on another 20 to open in addition to the already **** that I had and its called Rivertown DOIT surprise when He returned, and told me that management had declined the offer, but what are you willing to offer an extended warranty package worth $**** free of charge as an Incentive to convert to finance I converted to finance and at the end of the year, looking over my loan balance with my bank. I asked him why he was unusually high. They told me to go to the dealership meeting with ************** said my loan balance with unusually high looking through my files even pulled out extended warranty paperwork and said this is where your problem is you purchased a $**** package I replied, saying daddy dont you remember that was offered to me as an incentive free of charge to convert to financing, and he replied by same thing you expect me to remember something happened almost a year ago and I said yes because because of your mistake you wish you were so afraid that I would not convert and that fear would make you remember this incident like it happened yesterday. Presently I have unsuccessfully tried to resolve this matter. I get the impression that ************************* does not wanna be concerned of A clear case of predator scheming business practice I need to resolve this issue. Thank you.

  Business Response

  Date: 01/30/2023

  This complaint was not meant for AutoNation Honda 385.  There really isn't anything to respond with other than the complaint needs to go to the store she has an issue with.  Sorry.

• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising 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.

  On 11/15 i traded in my 2019 ****** altima which was in good condition for a 2015 GLK 350! The salesman *************** did not go over any warranty information. The only warranty information I was provided was the dealer warranty sticker. The vehicle was needing a tire sensor. Auto nation agreed to cover that but I would have to take it to ******** in ************. While there I had inspection done and discovered an oil leak. Autonation is giving me the run around and choosing not to be responsible for this. The last CARFAX service states October. I should not be responsible for an oil leak in a vehicle that Ive had less than 48 days. Do you really think I wouldve purchased a vehicle with an oil leak? The lack of customer service is unprofessional. ******** informed me that they advised autonation to explain to me and they failed to do so. I put 2k down on the vehicle and now they expect me to be responsible for a $1800 repair. This is not right! I have emails from ********************* the sales manager telling me this would be covered under warranty. He tells me one thing and then tells ******** another. I am furious and want immediate action. I personally came to speak with ***** about this issue after I found out and he told me I would be good with the warranty. somebody is lying and I need the vehicle repaired ASAP!

  Business Response

  Date: 01/03/2023

  ***** has been in contact with this customer about his vehicle.  We have informed him that he does have a 90 day warranty that the dealer provides at no cost to him.  We also called a few different repair shops trying to help expedite the repair for him.  Unfortunately, only one of the repairs was covered under the warranty therefore the customer would be responsible for the non-covered repair.  ***** has told the customer this multiple times and even in the texts provided it said the warranty will probably cover it but if it doesn't the store would not be responsible.  Used vehicles at times have repairs and we are sorry he has an oil leak but if the warranty does not cover the repair that is an expense to the customer. 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18671527
  
  I am rejecting this response because:
  

  The dealership is not being honest. Why would you sell a vehicle and you are unsure of the warranty details concerning the vehicle. No documentation supported the Vehicle being inspected before it was sold. No one went over the warranty details with me. ***** doesn't have a clue of what's really going on. He is talking in circles. Your 90 day dealer warranty that was provided to me on the day of purchase states that the dealer will pay 100% of the labor and 100% of the parts for the covered systems. Seals and gaskets are listed under the systems covered. This paper is the only warranty information that was provided to me at the time of purchase. The leak is is connected to the Engine. So it should be covered. Why sell a vehicle that warranty is no good on? Out of good faith Autonation should do the right thing. It is unfair to sell a vehicle with an oil leak to a customer and expect me to come out of pocket to repair it. I spoke with ********************* ****************** attendants and they agreed that I should not be responsible for this. In fact one of their employees use to work for Autonation Honda and stated that you all are liable for this. I trusted my salesman ***************. He suggested the vehicle and went and picked up from Wolfechase. He should've ensured that inspections etc. was done on the vehicle before presenting it to me. If the warranty doesn't cover engine related issues then what does it cover??? ***** gave me a warranty paper on 1/2/23 that I took to ********* ******** called to verify the warranty. They learned that the warranty was not even registered and active. They also noted that it wouldn't cover what needed to be done. The dishonesty here is shameful. It is sad that a business would take advantage of customers this way. I am attaching my conversations via email with *********** 
  

   

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

  Business Response

  Date: 01/04/2023

  The 90 day warranty will pay for labor and parts for covered repairs.  The repairing dealer must call in the repair and the warranty company either approves if a covered repair or declines the part if it's not a covered item.  If the warranty wasn't registered as you stated ******** told you, then how would they know what the warranty covers?  ******** needs to call back and ask the warranty company if the needed repair is covered vs. suggesting they don't think so.  And if ******** says the part is not covered, I would ask why and what part is needed for the repair.  Sounds like ******** is trying to make money vs doing warranty work. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18671527
  
  I am rejecting this response because:
  

  *** from ******** has made several attempts to contact Autonation and ********************* to discuss warranty and the lack of. ******** has called to verify the warranty information that ********************* sent over. The Warranty is invalid. Your dealer warranty that you taped onto the vehicle is not honoring what is listed on the details. Lets stop the blame game and do the right thing by fixing the vehicle. ******** dont have to fix the vehicle, it can go to another repair shop of your choice. I just want the oil leak fixed on a vehicle I purchased from you on November 15,2022. I should not have to pay for this repair. Surly we can come to some type of reasonable agreement to have the vehicle repaired. Lets do the right thing. 

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

  Business Response

  Date: 01/09/2023

  I had my service department check on the warranty and you were right it was not registered for some reason.  I had the warranty expedited and it is registered so the repair shop can call the repair in now.  Again, I'm very sorry the warranty was not already registered!!  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18671527
  
  I am rejecting this response because:
  May I have a copy of the warranty? Can you all select a repair shop that will accept your warranty since you know more about it? I was also notified that particular warranty is near expiration according to the warranty details. The golden question is will this warranty cover the repair of the oil leak?

   

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

  Business Response

  Date: 01/11/2023

  please bring your vehicle in to our service department before noon tomorrow Jan 12th or 13th with the paperwork from ******** that has the correct diagnoses.  I will have our team call the repair in for approval and I'll be more than happy to get you a copy of the warranty.  Just ask for me when you arrive and I'll help you out.

  Customer Answer

  Date: 01/11/2023

   
  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.

   

  I will bring the vehicle into the dealership by the 13th before 12 noon as indicated. I DO NOT want this case closed until the vehicle is repaired. 

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

• Initial Complaint

  Date:11/29/2022

  Type:Product 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.

  On July 27, 2022 I sold my 2020 Honda Accord. On July 30, 2022 I went to Autonation Honda 385 to initiate the Product Cancellation Request for my ****************** and "Maintenance" plans. I spoke with the associate at the front desk and asked her to speak with a member of the ******************* I was then informed by another associate that I would have to come back "Monday - Friday as the weekends are to busy to process those request." Although I thought that this was absolutely insane, I left the building. I called back to the Dealership on August 01, 2022 to speak with the ******************* I spoke with ***************************** and he informed me that he was with a customer and that he would call me back. ******* never returned my call. On August 15, 2022 I reached out to the finance department again only to get the voicemail. I then reached out to my Salesman ************************* and he spoke with the Finance Manager. The Finance Manager requested that I send the documents needed to cancel the contracts. I provided those through email to **************. Per ************** the Finance manager confirmed that he had everything he needed to process the request and I would get a refund in about a month. On 10/07/2022 I went by the dealership to follow-up on the cancellation. I was informed by ************************* that my request had not been processed as of that day. He informed me that "he needed a signature from me and that he would expedite my request. I should be receiving a check within two weeks." Over the past two weeks I have called *************************, *****************************, and left a voicemail for the Dealership's general Manager. All of these have gone unreturned and unanswered. The Dealership owes me about $3000.00 and I have gotten nothing but the run around. I would like to hear from someone and my the return of my money.

  Business Response

  Date: 11/30/2022

  Good news the products have both been canceled and the money was sent to American Honda Finance Corporation.  One check for ****** was on October 18th and the warranty for ******** was sent October 25th.  We did not have proof the vehicle was paid for so the money was sent to the finance company and American Honda is who would be sending your refund to you.  If you would like to contact them **************.  Everything on our end was completed and processed.  Thanks.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18481320
  
  I am rejecting this response because: The proof that the vehicle was paid off was supplied when I submitted the actual cancellation request. ************************* also confirmed that he had all of the information needed to submit the cancellation and the check would be mailed to my home due to my car being paid off. This is completely unacceptable and bad business practices. Are there any reference numbers that I need to refer to when reaching out to Honda as my account with them is closed and has been since Feb. 2021. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/14/2022

  If I could contact Honda on your behalf I would, but Honda will not talk to me about your account information.  The 2 checks that I gave exact amounts for and dates were sent to your finance company and American Honda Finance should be able to see where the money is and issue a check back to you if the vehicle was paid off.  Again, I'm sorry for any confusion but we have processed your cancellation and if you would like you can come to my office M-F and we can call Honda together and I'll try to help see why they haven't mailed your money to you.  

  Customer Answer

  Date: 12/14/2022

   
  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.
  

  I have received my payments from Honda Financial Services. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/19/2022

  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.

  Hello, Ive been a customer for over 6 years and now Im highly disappointed. I will NEVER DO BUSINESS HERE AGAIN. I went in for an oil change and dropped my Honda Civic off. My service advisor was *****. I was texted the recommendations pictures, and also received a text stating that my car was ready. I went to pick it up check out and got my keys. As I walked over to my car I see that my bumper is popped out and the tire covering its connected to my bumper. This was totally unacceptable because I did not drop my car off like this and when I went back in to tell ***** he showed very little concern. He sent me over to **** who immediately said there was no car wash or anything. Which was sketchy to me. He goes on to say that he is going to review the cameras and give me a call. Again which is unacceptable. I asked for the General Manager and of course he wasnt there. I know I did not drop my car off like this so why am I picking it up like this? Did some hit it? Did you guys drop it carelessly? Something is most definitely being hidden here and no one wants to take the blame. They are saying that it didnt happen there and that I bring it in that way and that is not the truth at all. These guys at this location seriously need to do better. I can see why everyone has left this location. Horrible service. There was a time when you could look through the glass and see your car getting serviced now they have it covered up so that you cant see anything. And it seem that they are back there being careless and wreck less. I will Not recommend anyone to go here. HORRIBLE. YOU PAY FOR THEIR MISTAKES.

  Business Response

  Date: 11/21/2022

  I personally watched the vehicle on camera and watched the vehicle through the entire visit and at no point was the vehicle damaged in our possession.  I'll be happy to show the customer that her accusations are false and maybe be given an apology.  I'm not sure what else to say on this complaint other than I watched the video along with my service director and service manager and confirmed the damage wasn't done here.  

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a 2020 ****** ALTIMA FROM AUTONATION HONDA, that has been giving me problems constantly. My key system keeps disconnecting from the keys causing my car not to crank my back doors wont open and unlock from the inside of my car without me having to open them from the inside with my hand. I believe I was sold a LEMON. I have been to **************** CONSTANTLY, they cant tell me what the problem is. I have been back and forth to the dealer ship on numerous occasions from getting the battery cables totally off the car to reset from the crash malfunction buttons constantly coming on to the car shutting down to you name it and it only has ****** miles on it so the math. A brand new car that aint worth paying for. Im Adjitated and upset that you all would sell me a car that has problems like this.

  Business Response

  Date: 09/21/2022

  I'm sorry you are having trouble with your ******.  I recommend bringing the ****** to AutoNation ****** since Wolfchase can't figure out what is going on.  A ****** service department should be able to diagnose and repair any issue that is not right on their vehicle.  If you need help setting an appointment with AutoNation please give me a call and I'll help ************. 

• Initial Complaint

  Date:07/22/2022

  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.

  I take care of my mom, *************************, 87 years old. I have her POA. I pay her bills and monitor her credit card charges and bank account. In June 2022 I found a charge of $1628.71 from Honda. I asked her what was wrong with the car and she said she went in for an oil change, just regular maintenance. It's a 2018 Honda CRV, ****** miles. I found the invoice in her Honda glove compartment and my husband and I called Honda to talk to a manager, Chase. The receptionist said he was busy so we gave her the reason for our call and she said he'd call us. We never received a phone call back. So we called again and no return phone call. I'm attaching the invoice. Date of transaction May 20 2022, amount of money $1628.71, $950 in labor cost alone. What they provide: maintenance on the Honda; Nature of dispute: way over charged her for regular maintenance. I've never heard of a maintenance charge that costs 10% of the cost of the vehicle. They took advantage of my mom. She lives on a fixed income. Invoice # ******:Customer # *******. My name is *************************, **********.

  Business Response

  Date: 07/28/2022

  This is recommended at ****** miles and was offered to the customer which she signed to do it.  We did the oil and filter change, engine performance service, motor oil treatment, transmission flush, replaced both engine and cabin filters, throttle body fuel injector service, ethanol corrosion inhibitor, 4 wheel alignment, coolant flush, rotate and balanced tires, replaced inserts in front wipers, cleaned battery terminals, and 2 tire repairs with nails.  We offered the service that is recommended and did what the customer wanted us to do.  I hope this info helps.