Complaints

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new Ford Bronco on 05/27/2024 and was told they could not give me the spare key because it was locked up and the only person who could get it out was off that day and I would get it in the mail or could pick it up from the dealership in the next few days. TO THIS DAY I have not received my spare key after multiple emails and calls to my salesman Matthew ****. He has completely ignored me. I can not get through to anyone to help me resolve this issue. On the less severe end, the finance manager

  Business response

  07/22/2024

  Good morning,

  I am not sure how we did not follow through with this.  I want to apologize to Mrs. ****** personally for my team dropping the ball on this.  I am sending someone right now to drive to the dealership we purchased Mrs. ******** Bronco from to retrieve the second key.  Once I have the key in my possession, I will get it out in the mail today.  I will email Mrs. ****** the tracking number once I have it in my possession.  

  Thanks,

  Nathan ****

  General Manager

  AutoNation Ford Amherst

   

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car from them online in January. When the car was delivered there was damage to the striping on the car that was not disclosed in pictures or verbalized in description of the car. I contacted the salesperson, Donovan, and expressed my disappointment. He offered a $400 credit instead of me returning the car, which I accepted. I still have not received the check. I have contacted them on several occasions and my mother even spoke with the sales manager who assured her a check was going to be sent. This is a horrible business. I would have returned the car and am considering legal action at this time.

  Business response

  05/31/2024

  Good afternoon,

  First and foremost, I would like to apologize for this slipping through the cracks. This is not how we do business here. I have spoken to the employee and manager involved so it will not happen again.  I have had a check cut and will be overnighted to Mr. ***** today.  Pick up is at 4pm and I have attached the tracking number.  I will also send this over via text to Mr. ******.

   

  Thanks,

  Nathan ****

  General Manager

  AutoNation Ford Amherst

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a car in Feburary 2022 Three months after buying it took it back for grinding breaks from there they said flex pipe leaking While fixing that they said drive shaft fell out was in loaner for almost a month. Got car back knocking noise coming from rear of car said I needed shocks wanted to charge 535.00 .So took it to Rod Shop got them replaced still same noise also replaced stabilizer links and bushings Still same noise Had another shop look at it They discovered missing bolt in drive shaft Took back to Auto Nation not only missing bolt in drive shaft but also in the mounts that hold the drive shaft Still same noise and now front end making noise took back they drive it now they say bent away bar How does this happen when all the work they have done They have had car since 3/2/2023 Still don't know nothing about car today 3/11/2023 at this point I don't trust driving car I have out 400.00 into car out of my own post There is a service contract and warranty on the work they have not done right I pay 347.00 for a car that's been in service more then driven. Can you please help feel like one getting nowhere with them.Is this car a lemon?

  Business response

  03/14/2023

  I have read the complaint from the consumer.  Although this repair has nothing to do with the previous repairs that were completed on the vehicle, we are completing the necessary repairs at no charge for the customer.  We have been in contact with the customer and let her know that the parts are a few days out and will let her know when the repairs are completed.  She is and has been in a loaner vehicle while her vehicle was in for repairs.  If I can answer any other questions please reach out.  

   

  Thanks,

   

  Lonnie S*******

  General Manager 

  Autonation Ford Amherst

  440-204-0414

  Customer response

  03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****
  
  
  Rod from service called left voice mail stating car was fixed Went to pick up car not fixed noise still coming from rear of vehicle so I'm still in loaner this has been there 11 times for same reason Any questions you can contact me at 440-787-4229 Thank you

  Business response

  03/21/2023

  We sincerely apologize for any inconvenience you may have experienced.

  We are working on repairing the vehicle.

  Thank you.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle that was previously sold prior to my sale. This was 3 days before i went to the dealership. The general manager did not confirm the availability of the car and continued to push the sale. He ran credit and had me sign purchase papers. The day i was supposed to go to the dealership to delivery my trade in and provide the down pymnt, the finance department told me the car was no longer available. They have not tried to rectify this in any way. I found another car and they still have not contacted me.

  Business response

  06/21/2022

  Good Morning Kristie,

   

  I wanted to take a moment and respond to the claim referenced in the subject line.  On May 28, Ms. ******* had contacted our store about a vehicle located at one of our AutoNation stores located in New York and the vehicle showed as available online.  On May 30, her significant other (one of our associates uncles) came into our store to review the process and see the cost of the vehicle in question. Our standard procedure is to ensure we have a deal in place with approval from the banks before contacting our other stores to check on final availability.   There were objections to the rate we showed which was based on average store credit.  To finalize a deal, Ms. ******* was emailed a credit application so we were able to submit to the banks for final approval and to improve her rate based on her individual credit.                Once a deal was finalized after negotiation on rate and trade, we reached out to the store in New York only to find out the vehicle had been sold.  This was relayed to Ms. ******* as soon as we found out.

   

  Ms. ******* then notified us of another vehicle located in California.  They had even contacted that dealership themselves.  We reached out to the management there and left a voicemail to check the availability.  It is up to the dealership in possession of the vehicle whether they release the vehicle.  We also followed up with emails which are below for your review.  When we got no response from the dealer, we informed Ms. ******* she was able to purchase the vehicle directly from that dealership.  She had even forwarded emails to us from the General Manager of that dealership trying to sell them the vehicle.  We have not acted in any unprofessional manner and did not run any credit without written authorization from Ms. *******.  Please feel free to contact me directly at (440)204-0453 with any additional questions.

   

  Jeff F****

  Used Vehicle Manager

  AutoNation Ford Amherst

  (440)984-2431 Ext 7453

   

   

  CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you

   

  Customer response

  06/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I contacted the BBB with a complaint about a car that was sold to me that was not in their possession. Infact the car was sold three days prior. They obtained credit without a vehicle being available. Again, this type of business can not continue to operate in a malicious sales practice. How can someone sell a car that is not available and run credit checks for vehicles that had been delivered prior.  This was three days before my sale.  The manager and finance manager Jeff F**** & Lonnie S****** did absolutely nothing to rectify their absurd error.  They continue to dance around the fact that they sold me a car three days after it was delivered to someone else.  I want this removed from my credit or a vehicle delivered to me. They need to be held accountable. I will say this again. I am not the first customer this happened to.  Please insist they remedy this.    ***** ******* ************* ******************
  
  Regards,
  
  ***** ******* 

  Business response

  06/30/2022

  Good morning,

  We will work on removing the inquiries on the customer's bureau this week. 

  Please contact Jeff directly at 404-204-0453 with any additional questions.

  Thank you.

  Business response

  07/01/2022

  Hello Kristie,

   

        We explained everything that happened in our last email to you which I will include below.  I will share with you a few more details as well.  On 5/30/22 the customers husband/boyfriend came in and got some preliminary numbers and did not commit to purchasing the car.  They wanted a better rate as well as more for the trade. At that time the vehicle in question still showed available in our system.  The customer did not agree to the numbers until 5/31.  Once we had commitment from the customer we called to see if the car was available and found out that the car was sold the day before (not 3 days before). Unfortunately with the lack of used car inventory across the country some of these vehicles sell pretty fast.  Had the customer committed to purchase a day or two before, the car would have been available.  Even though that is our normal practice and did nothing wrong, I will reach out to the credit bureau and request that the inquiries be removed.  Any question please reach out to the number below.

   

  Lonnie S******l

  General Manager

  AutoNation Ford Amherst

  440-204-0414

  Customer response

  07/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  Thankyou I’ll anticipate the credit inquiry be removed from my record. This is the least they can do. I still stand firm with the events that took place.  This was very poor business practice and I hope this never happens to any other customer. Lastly, credit is never ran until a vehicle can be confirmed. Thankyou ***** *******

*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. ↩