AutoNation, like many large companies, receives a mix of reviews, including some negative ones. The reasons for these negative reviews can vary, but common themes include issues with customer service, vehicle quality, pricing and sales practices, warranties and services, and communication. Customer service complaints often highlight unhelpful or rude staff, long wait times, and difficulties in resolving issues, which significantly impact a customer's overall experience and satisfaction.
Vehicle quality is another common concern, with customers reporting mechanical problems, cosmetic issues, or general dissatisfaction with a vehicle's performance shortly after purchase. Such issues can lead to frustration and disappointment, reflecting poorly on the dealership. Pricing and sales practices also come under scrutiny, as some customers feel misled or pressured into purchasing a vehicle or believe they did not receive a fair price for their trade-in or purchase. Transparency and fairness in pricing and sales practices are critical for maintaining customer trust.
Issues related to warranties, service contracts, and the quality of repairs and maintenance services provided by AutoNation also contribute to negative reviews. Customers expect reliable service and support, especially when issues arise, and any failures in this area can lead to dissatisfaction. Furthermore, poor communication, such as a failure to provide updates on the status of repairs or delays in responding to inquiries, can exacerbate negative experiences. Effective communication is essential for building and maintaining customer relationships.
In 2015, a report accused AutoNation of selling used vehicles with unrepaired safety recalls. Reportedly, 2400 used vehicles at 28 different AutoNation locations were involved, resulting in the claim that “one in nine” had safety recalls that resulted in injuries or death. In November 2023, the Chicago Sun-Times reported that major used car dealers like AutoNation continue to sell vehicles with open safety recalls, despite the risks. The article notes there is no federal law prohibiting this practice for used cars, unlike new car sales. AutoNation's stance is that if repair parts are available, they fix the recalled vehicles before sale. However, if parts are not available "for the foreseeable future", they may sell the vehicle "with full disclosure" of the open recall to the buyer.
In 2022, the Illinois Attorney General reached an agreement with CarMax, another major used car retailer, requiring them to disclose open recalls in writing before sale. However, critics felt this "condones the practice" rather than prohibiting the sale of unrepaired recalled vehicles. So in summary, AutoNation continues to sell some used cars with open safety recalls when repair parts are unavailable, despite ongoing concerns from safety advocates about the risks this poses to consumers. AutoNation has defended its policy of sometimes selling used cars with open recalls by saying they disclose this to buyers, but only do so when repair parts are unavailable. Safety advocates argue this disclosure is inadequate and dealers should completely stop sales of any unrepaired recalled vehicles
