Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not a proactive company and no follow through after the sale.***** ********* stated our registration and title work would be completed within 30 days. The day after our 30 day temporary tag expired we attempted multiple calls and receive multiple hangups. When finally reaching the initial salesman, ***** ********, he and a ****** informed us they are waiting on the title from a sister location and issues with the registration. No one bothered to call to inform us and/or to issue a new temporary tag while they attempt to fix their non-disclosed issues. I asked for a refund of the $199 Reg/Tag/Title Fees paid upfront but ***** stated after speaking to a *******, AutoNation Ford Sanford declined.I have filed a Consumer Complaint Form with FLHSMV.

  Business response

  12/10/2024

  Waiting on a title from another dealer.

  Customer has been given a temp tag, we are working diligently to expedite.

  Customer response

  12/10/2024

   
  Complaint: 22664695
  
  I am rejecting this response because:

  You had 30 days to complete the title process. More importantly, you had 30 days in which to inform me of the delays in completing your process. Instead, you did nothing to keep me informed, you disconnected my calls repeatedly when trying to reach someone to discuss the issue with, and refused to refund me fees you charged for tasks not completed in a timely manner.

  AutoNation needs to issue a formal apology, refund their ********** Electronic Filing Fee $199 fee, and the balance of the $300 Reg/Tag/Title Fees we paid up front (we were told the actual cost would be much less).

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

  Business response

  12/11/2024

  The check has already been cut and sent yesterday 

  Customer response

  12/11/2024

   
  Complaint: 22664695
  
  I am questioning this response because:
  

  No one from AutoNation Ford Sanford  has provided any information in regards to a refund or refund amount.

  additional information needed.

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

  Business response

  12/11/2024

  $199 REFUNDED

  THE OTHER CHARGE WAS THAT ACTUAL COST OF THE TAG THAT WAS CHARGED BY THE DMV

  Customer response

  12/17/2024

   
  Complaint: 22664695
  
  I am rejecting this response because:
  

  I demand AutoNation to issue a formal apology, refund their ********** Electronic Filing Fee $199 fee, and the balance of the $300 Reg/Tag/Title Fees we paid up front (we were told the actual cost would be much less). Also to provide an *** for the actual title to arrive.

  I attached the actual cost of registration which was $66.10. I paid $300.00 upfront and was promised a refund.

  I have received the refund their ********** Electronic Filing Fee $199 fee.

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

  Customer response

  12/18/2024

  I demand AutoNation needs to issue a formal apology.

  Refund their ********** Electronic Filing Fee $199 fee. This has been completed.

  Refund  the balance of the $300 Reg/Tag/Title Fees we paid up front (we were told the actual cost would be much less). The attached PDF shows the actual cost was $66.10, NOT the $300 charged.

  This complaint has not been satisfied.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, my name is **** *******.And my husband is ******* vasquespecially.Our address is ******************************************************************************************** phone number **** is ************.. The address is ****************************************************************************************************. The company we're filling a complaint is the Auto Nation **** Sanford, *******.. The address is ****************** in **************************************. The phone number is *********** . This is our complaint report on Nov 18 2024 we brought a used Sorento *** from Auto Nation . We only have the call ****** 3 weeks and we have to put 3 clocks of oil ***** we've returned the car to the dealer for service on november 13 . On november fifteenth we got informed that the engine was no good and they were waiting to decide what they were going to do. The ****** this current day Nov 27 As of. Today, nothing has been done about the car. . It is still sitting in the shop waiting for Them to disbute and decide who will be fixing the car. Is it the dealer or the warranty for the ninety day. to the to debuted or a when the car was about only twenty one or twenty four days from buying it. We bought the car from the car salesman called Champ. We've been in touch with the service representative **** ***** since car in. At this point we're just so tired of this. We just want our money back. 6000 we put downpaid back for credit card company and be done with them. Has been veey discouraging overwhelming and frustrating that nothing's done yet.We also found that they been six recalls on it and we were only told about one. From the day we bought the car, we needed 3 things done on the car. A DOOR HANDLE and Anttena and a wiper. And as of now not a thing has been done. Thank you so much for listening as I'm writing it all and I wish you hope you will respond back. Thank you. Thank you.. **** ******* ************ ********************************************************************* one other Email *********************

  Business response

  12/11/2024

   Waiting on new Engine is a few weeks out from Kia.  Customer has a new vehicle loaner 

   

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday June 10th, 2024 my husband received a letter in the mail from ****************** stating that there was a recall on his vehicle. The letter stated the recall work could be performed at any **** dealership. I called my local **** dealership located on ********** in Sanford, ** and scheduled an appt for Friday June 14th, 2024 at 7 a.m. On Thursday June 13th, 2024 I received a call from the **** dealership stating that they could send out a mobile mechanic to perform the work as the work required 30 minutes to complete. I agreed based on being informed that it was suppsoed to be a quick update. The update/ recall on the vehicle was for a Powertrain Control Module (***). After the technician that performed the update left. My husband went to drive the vehicle and noticed a jerk during accerlation within the first gear as well as a rough idle. I immediately called **** to make them aware of the situation I was told to bring the vehicle in. After mutiple attempts to reach ****** the advisor assisting me I finally reach her and am informed that the vehicle has an auxillary control pump as well as a water pump is leaking. I have had this vehicle diagnosed and addressed at a few locations in the past few months and never once through any of these facilities was it brought to my attention that these said areas were leaking. When I spoke with the supervisor at the **** Dealership I was informed the *** was AI/ Brains of the transmission which causes the vehicle to relearn how the owner drives. My husband does not drive in a *************. I was also informed that after this update the vehicle could potentially need up to ******* miles to relearn the basics of the drivers way to driving. I was told to contact **** Corporate as the Sanford **** dealership is avoiding taking blame for an issue I never had prior that was created from a Powertrain Control Module being updated by a **** Mobile Technician.

  Business response

  06/18/2024

  The leaks that are being referenced have nothing to do with a PCM update.  ******** was informed that the vehicle would need to be driven to re learn the habits of their driving again.  AutoNation **** performed a complimentary inspection of the vehicle, and diagnosed a no problem found at this time related to the recall that was completed.  AN **** then offered a deliver of the vehicle back to the customer, and that was declined.

   

  Customer response

  06/18/2024

   
  Complaint: 21865877
  
  I am rejecting this response because:

  
  Based on conversations I had with mutiple employees of AutoNation **** of Sanford it was stated that this *** update is essiantly the brains of the transmission to reflect the drivers habits which based on the Service Director **** it would take ***** miles for the system to learn the driver's habits. I find it odd that after a Powertrain Control Module update which handles emissions was updated there is now a jerking sensation within the first gear when accerlating. The driver does not drive the vehicle in a jerking manner. I have many records that show in all the diagnostic/work performed at other locations there was never mention of any leaks as quoted to me. I never brought the vehicle to AutoNation **** of Sanford for any work on any of my vehicles until a recall was sent for a Powertrain Control Module which based on the letter received from **** Motor Company stated that the need for the repair was due to not meeting emission standards. Based on my knowledge A power control module (***), also known as an engine control module (ECM) or electronic control unit (ECU), is a car's computerized central processing unit that manages the engine, transmission, and other systems. The *** uses sensors to gather data about the vehicle, such as air flow, coolant temperature, accelerator pedal position, and wheel speed. It then uses this information to make decisions, such as how much fuel to inject into each cylinder, when to fire the spark plugs, and when to shift gears. Per this information the *** does have control to other conponenets in the vehicle which can contribute to the issue brought to the attention to many employees as well the General ********************* as well as the Service Director ****.  Prior to this update there was no issues stated nor reported ever under our ownership regarding a jerking sensation until the update was performed. As soon as we noticed the issue I reached out to AutoNation **** of Sanford on the same day within a short amount time of the tech leaving to make them aware of the situation. I brought the vehicle as soon as I could Monday June 17th, 2024. 

  Based on the information provided to me over the phone by the General Manager ********** prefer the resolution for this matter be a repair for a facility outside of the AutoNation **** of Sanford location as myself nor my vehicle is welcomed to the facility. As the ************* stated per exact words: " You know what you can  just go to ********** "and as a matter of fact I can just have the truck delivered to you, I'm not dealing with this". I do not trust anyone at this location to be able to safely get the vehicle back on the road. 

  *At the current moment I have spoken with a facility and brought this matter to there attention and they seem to understand where the issue potentially occured. Once I receive the report from the facility I will be providing an update.

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

  Business response

  07/01/2024

  We have no prior history on the vehicle to go off of.  The vehicle has never been to our business before and it had ******* miles at the time of request from the customer to perform the computer update recall 24E03B on 06/13/24.  Upon test driving the vehicle when it returned on 06/17/24 it shifts as a vehicle would with such extensive mileage.  The transmission fluid was inspected and found to be dark in color and in need of a servicing.  Informed the customer to call ********* at ************** and express their concerns with drivability after performed update as we do not have the ability to manipulate programing provided by the manufacturer.

  Professionally,

  Customer response

  07/05/2024

   
  Complaint: 21865877
  
  I am rejecting this response because:

  Clearly, this vehicle has not been to your location because there was never interest in bringing the vehicle to your dealership or any dealership for that matter as the tactics used at dealerships are harassing. We never had interest in Autonation **** of Sanford ever touching our vehicle for any work until a recall was placed on the vehicle along with many other vehicles. That informs us **** is not making reliable well built vehicles. I was informed that the tech who showed up to my house blaring rap music left something not properly attached. Had your "trained techs" did there proper inspection that would have been notated not only to Autonation **** employees but to me as well the customer. Apparently, this location reassured me of why I do not deal with dealerships. The effort put forth by the staff shows why I had to deal with these ignorant people in the first place . I have video recordings as well as audio recording hat will be placed online to spread awareness of how Autonation **** of Sanford treats their customers as well as the lack of attention shown by the overworked and underpaid employees.

  The tactics are abusive as well as the General Manager ****. 

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought my lease out on 5-3-23 and have the supporting documentation. The dealership did not properly file the paperwork leading Ford to report my account delinquent and significantly dropping my credit score. This is still happening 5 months later and they do not seem to care. They caused this issue and the credit bureaus are not reverting back to my original credit.

  Business response

  10/02/2023

  We are currently working with Ford to correct the error.

  I should have this resolved by no later than Wednesday.

   

  Business response

  10/10/2023

  I am still working with Ford to ensure that this is corrected on their end so that it doesn't affect the customer's credit.

  Customer response

  10/23/2023

  The last message said to wait 10 business days and I did. This should not have been closed out, I have not heard any resolution. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is ******* ***** ********, I want to exercise my State and Federal law rights pursuant to 15 U.S. Code § 1635 - Right of rescission as to certain transactions - I requested the Truth in Lending Act documents before signing my contract and the vehicle was sold to me without my knowledge of the vehicle being outside the factory warranty. Autonation Ford Sanford is guilty of breaking federal and state laws with a fraudulent retail installment agreement between me and Exeter LLC Finance - I requested only to have my credit ran by one finance company West Lake for an approval. Without my consent knowledge or permission Autonation Ford Sanford sold me a vehicle that I was extra over charged for this Acura 2020 TLX. Bad Business Practices have resulted in me wanting to exercise my right to rescind my agreement based on a fraudulent deal with AutoNation. I was taken advantage of. I was given no fair opportunities or options and tricked into a car that was overpriced with no factory warranty. I requested for the finance manager to give me details based on TILA and he declined. 15 U.S. Code § 1635 - Right of rescission as to certain transactions When an obligor exercises his right to rescind under subsection (a), he is not liable for any finance or other charge, and any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. b) Return of money or property following rescission When an obligor exercises his right to rescind under subsection (a), he is not liable for any finance or other charge, and any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. Within 20 days after receipt of a notice of rescission, the creditor shall return to the obligor any money or property given as earnest money, downpayment.

  Business response

  08/23/2023

  I HAVE REFERRED TO LEGAL COUNCIL

   

  Customer response

  08/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: Send legal documents to me. I will give AutoNation Ford Sanford an opportunity to settlement this matter. Have your law firm contact me. Based on the Truth in Lending Act with the cost of new cars often exceeding $30,000, and the car I purchased was over 34k to 35k, very few people are able to buy a car without taking out a loan. But for many of us, the terms of the loan are confusing and we often don’t know what we are agreeing to. Thanks to the federal Truth-in-Lending Act, passed in 1968, lenders are required to inform the borrower in clear terms of what the cost of the loan will be. If a lender fails to provide this information, he may be committing fraud.
  
  This Lender being AutoNation Ford Sanford didn’t give me any clear terms required by the Truth in Lending Act. This vehicle has no warranty because I was never informed after 50,000.00 miles the factory warranty is not covered. The car was sold to me at 52k miles. 

  Before asking a borrower to sign a loan contract, the Truth-in-Lending Act (TILA) requires that lenders provide a statement that includes all of the following information:
  Annual Percentage Rate. The APR is the cost of credit expressed as a yearly rate in a percentage.
  Finance charges. This is the total amount of interest and certain fees you will pay over the life of the loan if you make every payment when due.
  Amount financed. This is the amount of credit provided to you. In other words, this is the amount you are borrowing.
  Total of payments. This is the sum of all the payments that you will have made at the end of the loan, including repayment of the principal amount of the loan plus all of the finance charges.
  

  Other important terms. The TILA statement must also inform you of the number of payments, the monthly payment, late fees, whether you can prepay your loan without a penalty, and other important terms.
  The TILA disclosure will probably be provided as part of the loan contract, so you may be given the entire contract when you ask for the TILA disclosure.
  

  I asked via email and in person with the finance manager do they provide the TILA disclosure before I signed the contract. 

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This dealer has sold a car with no title in hand. If I am not mistaken, this is illegal in the first place. With no title comes no proof of ownership and no registration. I am now on my second 30day tag about to expire on 8/3. I have called many times over the past two months in order to get this resolved. I have spoken to Denise, Jimmy, and David. I was told by Denise the title was transferring from a sister dealer, title was coming from a dealer that was closed down, title was being searched for in a pile of boxed up paperwork, and now is unsure if they can issue a 3rd temp tag. Whoever "they" she referred to I do not know. At this point Denise does not answer the phone, return my calls, or even pick up a phone to give me the latest excuse. I have been told by Jimmy, David, and others that Denise is the only one in the whole dealership that can handle this. Apparently she cannot. Someone else needs to remedy this situation! I don't work for a dealer or DMV but within minutes I found out how to apply for a duplicate title with transfer of ownership. It should not take someone who does this job months to do. I am paying insurance, made two payments, and at the point where I won't be able to drive without a title, tag, and registration. All of which I have already paid for, and they are supposed to have taken care of! I am asking for what I paid for and expected to get in a timely manner. A transferred title to North Carolina in my name. A North Carolina registration, tag, and tax taken care of as I was told it would be at time of sale. I'm completely dismayed at how long this has taken and how far I am having to go to get this situation resolved. This is by far the worst experience I have had. I hope I don't have to go any further. I was initially told the title would be transferred electronically within 30 days, so a paper title being physically searched for is ridiculous to even claim. One may not even exist. I was able to find the electronic title online in minutes which a copy was sent to Denise weeks ago. I should not have to go through this. Be glad I'm not asking for a full refund.

  Business response

  08/09/2023

  This has since been resolved 

  Business response

  08/22/2023

  The issue has been resolved to everyone's satisfaction

  Customer response

  08/23/2023

  
  Better Business Bureau:
  
  The response made by the business in reference to complaint ID ******** *s correct. I finally received the check and was able to title, tag, and register my vehicle at the NC DMV.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just waited one year for a part to repair my 2018 Ford Raptor truck . Now my cam phaser needs replaced (under warranty) but two gaskets needed for the repair are on back order and they tell me those parts will not be available until possibly next year (2024). I use my truck daily as I own a tree farm . On line reports issues with those parts for well over a year…. Ridiculous amount of time to wait as parts are made in US and no chips etc…just a gasket!!! This will mean I have had to wait two years for thaws two issues

  Business response

  06/08/2023

  we are checking to see if we can source the parts elsewhere...

  These parts are confirmed on backorder ,..

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 20th 2023 Paid 650.00 for 60000 mile service They did not preform any of the services they were paid for, and caused damage to the car by over filling the motor oil. They said they would redo all the services. They did not. Have videos of all my findings in regards to them not doing the work

  Business response

  05/22/2023

  We have sent multiple e-mails for this customer to sign a form that would initiate the cancellation and refund.

  Cancellation form was sent again today, and followed up with a phone call and message.

   

   

  Business response

  05/23/2023

  It was explained that a portion of the refund would come from the cancellation, and the remainder would come from the dealership as good will.  The sooner the form is signed and sent back, you will be whole as discussed. 

  As far as the 60k service, you can clearly see that you were refunded for more than the initial charge.

   

  Customer response

  05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I find the language you choose to use in this matter is disgusting and unsettling. I quote "and the remainder would come from the dealership as GOOD
  WILL". There has been no good will or intent on the part of Auto Nation Ford Sanford since the purchase of the vehicle in question. The fact that you are barely willing to even respond and address this matter in a proper and professional fashion specks volume to why something other then a refund should be done about your organization. Seeing how all the BBB is willing to do is act as a middle man I will be pursuing other means to find a reasonable resolution to your unprofessional practices. 

  As for the 60k service you are correct that the full refund was sent.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased a 2020 2500 dodge diesel truck with 34 thousand miles. had the remainder of the bumper to bumper wt and the remainder of the 100 thousand power train.was talked into purchasing extended bumper to bumper wt, which I thought would be a good idea also do the cost of items on the truck. dealership delivered the truck and was happy with the truck. then realized the truck has had the emissions removed from the truck and def deleted. I contacted the dodge dealership about it said it's not legal to sell it to me and voids all wt. called auto nation's sister store they told me they don't do wt work on dodge as the Sanford store said they would and also told me the truck should have been sold at auction do to it has been deleted which voids wt.I have contacted numerous people about this truck and getting nowhere. I feel they should refund my extended wt money which is useless and discount the truck to the auction price. Due to there being no wt on this truck

  Business response

  03/01/2023

  We have already offered to refund Mr. ***** his full purchase price including trade in...,

  He is sending his wife on Friday AM

  This should be resolved by Friday close of business

   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/19/2022 at 8:41 AM I had a written purchase agreement with this dealership, I was in the process of getting the wire information to wire the funds on a 2021 ************** And at 9:00 AM someone walked in the dealership when they opened they're doors and they sold the care from underneath me! I have the salesman name and all the corresponding texts that were made.

  Business response

  12/21/2022

  This customer was out of state, our communication was via email and phone. He asked us to send pricing information to negotiate, at the same time another customer walked in the door and purchased the related unit. Nothing was completed or signed by the out of state customer to show he was buying or wanted to buy the unit. We had no obligation to hold or even think this person was purchasing the unit.

*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. ↩