Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car (Range Rover Sport diesel) for AutoNation Volkswagen/***** in Spokane Valley in 8/2024. Less that 2 weeks of this purchase an alert on the dash popped up warning that the car would only drive 249 more miles before it could not be restarted because of something to do with the DEF system (which is the exhaust system in diesels). I contacted this dealership and they pretty much told me that since this was an "as is" sale, they weren't going to help me. After I researched the service records on the car I purchased I found that that exact message/alert was "addressed" by the dealerships technicians just prior to the sale. I called them back and told them that this was a known problem that was not brought to my attention and just wanted them to help at least pay for it to be fixed. I told them that I believed that their tech only deleted the code to get it sold because if they had fixed it, it would not have come back on in less than 2 weeks, before I had even made my 1st payment. Only then did they agree to have their range rover tech look at it and agreed to pay for the shop fee, which I was grateful for. That technician said that they cleaned the sensors and deleted the code again, but told me that if it came back on again, then the particulate filter likely needs to be replaced, which could cost thousands. Well, it did come back on again. I have tried to work with this dealership and they refuse to do anymore or take any responsibility for this even though they knew of this issue before selling it to me. which I was unaware of at the time of purchase. Some dealerships can be dishonest and then be protected by the "as is" umbrella. There is an implied warranty when purchasing a used vehicle that is will run and operate as it should! This car has been idle/undrivable for most of the time I have owned it, which clearly violates that implied warranty. I do not want a free car, just a replacement or for them to HELP pay to get it fixed.

  Business response

  01/23/2025

  Thank you for bringing this concern to our attention. The management team was able to address the customer's initial concerns regarding the warning light and agreed to contribute to the repair costs to assist the customer. However, as the vehicle passed all inspection checkpoints before purchase and was sold As-Is, any further repairs will be at the cost of the customer. 

  Thank you. 

• Initial Complaint

  12/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Months ago, a friend brought her car to the **** of spokane service department, and came home all upset with damage to her car that was not there before going in for service. Well, on the 2nd of december, i had a pre-sense warning light and an airbag light warning on my dash of my 2018 **** s3. I told her about how i needed to cqll **** and take my car in. Immediately, she told me, " do NOT tske it to spokane ****, they totally screwed up my car, and are very unprofessional. " well, stupid me, i went against her request, due to there being no other **** dealers in the area, and brought it to spokane ****. When i arrived, i told the service departme t my issues and had them look into it. When i came to pick up my car, after paying $500 for them to look into my dashlights and diagnosr them, i got a $11000 repair bill with stuff i did not even request them to look into, and no response to the original issue. So, i left angry, feeling as though i wadted $500. On my way home, to my surprise, my coolant liggt went on and i pulled the car over, opened my hood, and saw i was totally dry of coolant. This happened 3 more times in a 5 mile drive. So, very upset, i took it to another service department, that only charged me $100 for the same diagnostic, and was told i had a huge leak in my thermostat housing. Before i went to ****, i had no leaks and my car ran awesome, minus to lights. Now, i cannot drive it and owe another $31000. I called them, they had no concern and did not want to help me at all. Do not go here to get your car serviced. Spent years to obtain excellent credit, and now dont know what im going to do.

  Business response

  12/31/2024

  Thank you for bringing this concern to our attention. After reviewing the video footage of the vehicle's arrival and vehicle inspection, it was determined that the damage referenced in the complaint was disclosed to the customer during the multi-point inspection. The appropriate repairs were recommended as a result.

  Thank you. 

  Customer response

  01/09/2025

   
  Complaint: 22729587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2017 Jeep grand Cherokee a few years back. While last year in December 2023, we had to have our Driver side CV axle boot repaired. We took it to AutoNation to have it repaired and had it covered by the Extended warranty. Then my CV axle boot disconnected and my car was undrivable. We had to have the car towed over to the nearest jeep Dodge ram while they looked at my car and stated verbally that this was a Worksmanship and to contact AutoNation because the warranty was most likely was not going to cover it since it was already repaired. While we continually over and over, reached out to AutoNation with no response back. We attempted to have it covered through warranty again since autonation was not responding and as mentioned by Jeep they denied it due to it just being worked on 8-9 months prior. We then continue to reach out to *****, the branch manager at Volkswagen AutoNation Spokane, while he had extremely poor communication and was very unaware of what the situation was and what was going on in his own facility He tried to blow it off in order for his service man ****** to take care of it all. Well, nothing was continuing to be taken care of my jeep sat at the Jeep Dodge ram for six weeks with extremely poor communication ***** finally stated they would warranty the part from auto one and pay for the replacement and the repair. While promises a repayment they would not pay Jeep directly as they had me and my husband pay out of our pockets for the repair with a promise to repay we then paid 789.86$ out of pocket. To then receive an email stating they were only going to be repaying us 300$ of it with a promise of a check going in the mail on 10/22/2024 and we have still to this day to received a check or received any type of communication back I have all attempts of calls and all emails sent out between me and my husband documented. I would like refunded the full amount that we were forced to pay out of pocket and then not refunded.

  Business response

  11/22/2024

  Thank you for bringing this concern to our attention. The management team has issued the customer a check for $314.50 that should arrive shortly. Regarding the excess charge, the management team is in communication with the location that the customer selected to complete repairs to arrange reimbursement. 

  Thank you. 

  Customer response

  11/26/2024

   
  Complaint: 22571989
  
  I am rejecting this response because: we have been informed over a month ago that the check was being sent in the mail and we never received it as I responded multiple times through email and I called over and over and over and left voicemails with no response and then no check showed up. As well, I dont think that its correct that we were forced to pay the full amount after being told it would be covered and we are still losing money and yet again AutoNation stated that they were reaching out to Jeep Dodge in ******, ********** with no update or response on that situation either. At this moment I believe we need to be refunded the full amount and have Jeep dodge refund autonation as this has been months and months of an ongoing issue with no type of urgency to repay us or solve this ongoing issue. While being a paying customer to ********************** and left with no car over a month in a half with a brand new baby and zero compensation is extremely unfair.
  
  Sincerely, 

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

  Customer response

  12/10/2024

  We have not received the the refund. This is now the second time that they have told us that it was in the mail and we have never received it.

  Business response

  12/27/2024

  Please see the attached copy of the customer's check that was sent again on December 19, 2024. 

  Thank you. 

  Customer response

  01/09/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my car in to get serviced 10/5/2024. It was a 60,000-mile appointment that they had been pushing to ensure the safety of my vehicle. I feel like I was taken advantage of as a young woman and mom who wants a safe and reliable car to drive. They made it sound like the services in the package was necessary for my vehicle and as someone with no car expertise I agreed to the amount. After the work was completed and I got an itemized invoice on 10/7/2024 I feel taken advantage of while looking at what was charged. I was charged $157 to lubricate my doors which has nothing to do with how well my car runs. I bought my car from this dealership and have always gotten my oil changes done there and have had amazing experiences, but this was the first time I have ever had to get a more complicated service, and I am very disappointed. I guess this will just be a good learning experience to ask for more details in advance and to ask about the charges, but I'm really bummed out because people always say that dealerships take advantage of you, and I would always disagree and talk about my good experiences with getting oil changes, but this recent appointment has changed my mind.

  Business response

  10/25/2024

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer to address their concerns. 

  Thank you. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023 I took my 2020 Atlas CrossSport in for its ****** service using my Volkswagen Care scheduled maintenance plan. It was my understanding that this service was completed per the contract and the scheduled maintenance was completed. In August 2024, I took the car into the Post Falls VW dealership for my ****** mile service. The service technician told me that the ****** scheduled maintenance was not done and only an oil change was completed, specifically he said that a break flush and HALDEX - rear differential flush should have been completed at minimum for the ****** maintenance list. The Post Falls service department is unable to complete this work unless I pay for it. This is because the Autonation VW of Spokane service department has already claimed the ****** service is complete and they can not bill my prepaid ******* plan for the work. Autonation VW of Spokane has lost my trust and I need them to find a way to reimburse me or the Post *************************** so I can get the ****** mile maintenance completed properly.

  Business response

  09/10/2024

  Thank you for bringing this concern to our attention. The management team is in contact with the customer and also contacted the manufacturer for assistance. Volkswagen of America has agreed to cover the cost of the necessary repairs. 

  Thank you. 

  Customer response

  09/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While at the service appointment a technician was taking down our Nexar dash camera and mingling with it, probably trying to find the memory card. He broke it. I have tried to reach out to the dealership multiple types as well as trying to get a hold of their general manager. No response. Very dissatisfied by their service, the way they treat other peoples property.

  Business response

  08/22/2024

  Thank you for bringing this concern to our attention. The management team has been in constant communication with the customer to resolve their concerns. The customer advised they prefer to take the vehicle to a repair facility of their choice, and have been provided the details of the facility to arrange an appointment at their earliest convenience. 

  Thank you. 

  Customer response

  08/23/2024

   
  Complaint: 22136792
  
  I am rejecting this response because:

  The business recommended by the dealer is not an authorized retailer or technician of Nexar dashcam. All the dealership is trying to do is avoid paying for a new camera since they have broken this one. They have been trying really hard to make excuses for themselves. 

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

  Business response

  08/29/2024

  The management team has agreed to and is committed to covering the cost of the repair or replacement if deemed necessary after inspection by a facility capable of servicing aftermarket dash cams. The customer was asked for their facility of choice as the suggestions from the management team were deemed unsuitable, to display their commitment to assisting the customer. 

  Thank you. 

  Customer response

  09/05/2024

   
  Complaint: 22136792
  
  I am rejecting this response because:

  There is no business that specialize in Nexar Dash cams. Also, **** of Spokane broke it now I have to waste more of my time to prove it?! That doesn't sound right. If we are going the route of proving things, I have requested videos of the work they have completed. Still have not gotten any response about that. If I need to prove anything they as a business need to provide me the videos of the work completed as well, not just a summary on paper.

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

  Business response

  09/17/2024

  As the customer was not satisfied with the facilities chosen by the dealership, the customer's preference of facility was requested, not to prove repairs were needed. As previously mentioned, the dealership is committed to resolving this matter.

  Thank you. 

  Customer response

  09/20/2024

   
  Complaint: 22136792
  
  I am rejecting this response because: Okay, if the dealership is committed to resolving the issue, and doesn't require me to waste more time proving something. Go ahead and send me a check for a new dash camera or buy me an exact replacement. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my auto in for EPA warranty work related to coolant loss in Jan 2024, was told there was no problem. Brought vehicle back in April 2024 after continued coolant loss and was told my warranty expired in Dec 2023, despite being active and covering work done in Jan 2024. Dealer kept my vehicle for 3 months without fixing it, stating ongoing talks about warranty coverage discrepancies but providing no updates. Would not return phone calls or answer calls from my phone number, eventually had to show up in-person to tell them to release my vehicle.

  Business response

  08/02/2024

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer to update them on their communication with **** of America regarding their concerns. 

  Thank you. 

  Customer response

  08/13/2024

   
  Complaint: 22043148
  
  I am rejecting this response because: ***************** has reached out once to report that they were escalating the issue with ******** and a reply should be received within 72 hours of the escalation, it has now been nearly 2 weeks with no updates. Issue remains unresolved and nobody has since been in contact.
  
  Sincerely,
  
  ***********************

  Business response

  08/22/2024

  We will need additional time to provide an update regarding this matter as we follow-up on the customer's latest update. 

  Thank you. 

  Business response

  08/29/2024

  The management team continues to communicate with the manufacturer to reach a solution that will benefit the customer. We understand this may be frustrating; however, we cannot move forward without the final decision of the manufacturer. 

  Thank you. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Promises made by finance manager didnt not live to the expectations. Charged for items that was supposed to have been covered by warranty. Takes 3 days to preform basic services requests without providing rental nor a loaner vehicle. No uber or Lyft.

  Business response

  07/26/2024

  Thank you for bringing this concern to our attention. The management team is in direct contact with the customer and was able to assist with their wheel repair concerns. The management team also provided the customer with a loaner vehicle while they complete maintenance on the interior of the vehicle. 

  Thank you. 

  Customer response

  08/15/2024

  First of all we are not satisfied with the way service was completed. They ruined our rims and said there is nothing else they can do. Technician at **** of Spokane broke our dash cam when he was taking it down and mingling, trying to find a memory card to destroy any evidence of their poor service/work. 
  

   

  --

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

  Business response

  08/26/2024

  The General Manager has contacted the customer multiple times regarding their concerns. The management team issued a reimbursement check on July 23, 2024, in the amount of $207.23 for their alignment as requested. The management team would also consider providing reimbursement for the tire patch upon the return of the loaner vehicle as well. It was determined that all warranty products were sold with full disclosure according to our standard procedures. As a result, a refund will not be issued for any non-cancellable warranty(s). Also, the manufacturer has declined to buy the vehicle back as a they have determined a valid reason for a buyback has not been presented. 

  Thank you. 

  Customer response

  08/28/2024

   
  Complaint: 22019232
  
  I am rejecting this response because: 

  We were charged for alignment and for tire patch while we had the service plan. They failed to verify coverage and charged us. The only reason they refunded is when we found the service plan, showed them even then their employee was refusing to. I insisted they look into it, they finally agreed to call the service plan company, thats when they were told they were wrong and they refunded the charges. This is not adequate service, if you need to fight for every little thing and prove like you are in court. Im 100% sure that they wrongfully charge all of their customers because their staff lack the knowledge of the products their finance manager sells. Also, after the finance manager sells products she will never go over them again. There is major consumer fraud going on at the dealership. If they do know the coverages well they are purposely cheating their customers. 

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th, I bought an Audi Q3. They told me I would be able to register my car with Oregon *** in 4-6 weeks. I went to the *** about three and half weeks after I bought my car and my paperwork was not registered at the Oregon ***. I called the dealership, and they told me that paperwork gets sent out at the end of the month and will be able to register my car in a couple weeks. I went 2 weeks later, and the paperwork was still not in the Oregon *** system. I called the dealership 2 times and got the same answer, I will pass along the message and get someone to call you back. No one called me back. I bought a second trip permit from Oregon ***. Still no paperwork in ****** *** system. I called and asked for a second time for a loner car since the trip permit was about 2 weeks from expiring. They told me if I was local, I would be able have a loner. I'm 2hr and 45mins away. The dealership asked me to get contact info of the Sub Oregon ***, which is the one in my town, so they can ask for an exemption even though the *** employee called themselves before I bought the second trip permit and I told them after the second trip permit, they will not sell me another one. The dealership told the *** Employee that they will send a message to the title clerk. (No response). Th 4th time I went to the *** asking if they could give contact info for the Dealership, but they told me that there will be no exemption made, anything faxed to them will not be accepted, and direct contact info will not be given. I told this the dealership. At this point *** asked the tracking for the registration paperwork twice. (No response). I got email documentation that they won't be able to get the title for about 14 weeks and then they have to still register the car with the Oregon ***. On July 11th I called was put on hold for General manager and it went to voicemail after 55 mins of being on hold. So, I have no solution, no car I can legally drive, and not sure what to do at this point.

  Business response

  07/17/2024

  Thank you for bringing this concern to our attention. The customer is in contact with the management team who has informed them of the *** of the duplicate title required to fulfill their registration complications. The customer was also provided a loaner vehicle until the issue is resolved. 

  Thank you. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 Tiguan from AutoNation Volkswagen. It has a warped axle. It was either not noticed in the pre-purchase exam, or was noticed and ignored- Im not sure whats worse. After writing a review on ********* I was told the ** wanted to talk to me and was given a number for Volkswagens phone tree. I talked to someone who said the managers were all busy but was assured someone would call back by the end of the day or the next day. That was two weeks ago.

  Business response

  10/11/2023

  Thank you for bringing this concern to our attention. The management team has agreed to cover the expenses of the replacement of the customer's CV axle. The customer has been provided an estimated timeline of repairs. 

  Thank you. 

  Customer response

  10/17/2023

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩