BBB Business Review

BBB Accredited Business since 06/29/1989

Casey Auto Group, Inc.

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Phone: (757) 591-1000Fax: (757) 591-1072View Additional Phone Numbers813 Diligence Dr., Ste. 116, Newport NewsVA 23606 Send email to Casey Auto Group, Inc.

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BBB Accreditation

A BBB Accredited Business since 06/29/1989

BBB has determined that Casey Auto Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Casey Auto Group, Inc.'s rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 31 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

31 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues8
Billing / Collection Issues1
Guarantee / Warranty Issues1
Problems with Product / Service21
Delivery Issues0
Total Closed Complaints 31

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Casey Auto Group, Inc.

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by Resolution

Complaint Resolution Log (31)
09/03/2014Problems with Product / Service | Read Complaint Details
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Complaint
Incorrectly charged for a Maintenance Contract costing *****
The vehicle sales contract included a line item for "Maintenance Contract" at the cost of ***** I explicitly declined all maintenance contracts, extended warranties and similar offerings during sales negotiation. Furthermore, I have never received additional information about a maintenance contract for my vehicle. (1) I declined the product. (2) The product paid for was never received. The error was not caught until several months after purchase when the first vehicle service appointment was scheduled. I have attempted to resolve the issue with the dealership over the past year, but have not received responses to phone calls and e-mails.

Desired Settlement
I am seeking a refund of the **** which was charged in error.

Business Response
After pulling the deal folder for *** ******** the charge on the contract is not a maintenance contract or the extended warranty packages that *** ******** declined it is a protection plan that he has signed for that covers tires/wheels, winshield protection, and paintless dent repair. If at any time he would like to cancel that he can do so by calling the ******* ******** at Casey Imports at XXX-XXX-XXXX. *** **** ******* the General Manager is a aware of this complaint and he said to contact him directly if he should need anything.

Thank you

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of sale, I was not provided a copy of the vehicle protection plan described in the
company's response. I request that a copy be sent to me now for review. Neither my wife nor I recall signing anything like this.

Final Business Response
We have made contact with *** ******** as are refunding the ******* to him.

Thank you

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund of **** was received on August 29.

05/06/2013Advertising / Sales Issues
11/07/2012Problems with Product / Service
10/01/2012Problems with Product / Service
06/05/2015Problems with Product / Service | Read Complaint Details
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Complaint
I bought my 2007 Chrysler Sebring back in November of 2014. The following month of December my vehicle started turning off while pressing the brakes. There were no warning signs and it would start right back up. The first incident I took the car back to Casey and told them the problem. They put in a fuel treatment and said that should help. It did not. I took the car back i believe a couple of weeks later and was informed no code showed up. I was once again sent on my way. I go back another time i believe in January and was told i needed to drop my car off so they could drive it, but they didnt have a car I could drive. I was then told by **** ****** who i spoke to everytime i took my car back that he would contact a friend over at a ******** dealership to see if i could take my car there. He was supposed to call me with a date and time, never happened. By this time i had lost trust in this dealership and decided to ride it out. Problem never stopped. Finally i get a call telling me i have an appt with Casey and i go to the appt to be told the appt came from call center and there really was no appt. After speaking with ********* i spoke to service manager **** ****** who sent me back to ******** who then sent me to ******* ****** kept my car for hours to inform me they could not recreate the problem. The problem still exists, mostly when weather is rainy or humid but lately it has been happening no matter the weather. I dont know what else to do. The car turns off while im driving with my children in the car. I need a resolution.

Desired Settlement
I would either like for them to replace this vehicle or give me my ***** deposit that i put down on this vehicle so that i can get another vehicle. I want the vehicle to be the same price range monthly. I feel i was sort of conned. I have found multiple complaints about this same problem with the vehicle and personally know a person who bought this same vehicle and had this same problem. I need help.

Business Response
On 11/24/14 we had our first concern of vehicle sometimes cuts off at stops. We ran a scan, inspected for anything we could see, road tested for about 7 miles in stop and go conditions. No concern was noted or found. We put some gas treatment in engine thing it might be fuel related. Vehicle has ****** miles and is still under ******** warranties. Car came from Volkswagen store.

On 11/28/14 we had our second concern and now the engine is running rough coming to a stop and sometimes will stall. We drove with owner and no condition was noted, no warning lamps on, no codes in system, we were not sure what was going on with vehicle. Cannot get the car to do anything but drive normally. Mileage is *******

On 12/17/14 vehicle in for normal service at ****** and no concern of anything.

On 4/16/15 owner came in stating it only happens when it's raining or very humid outside. Again we repeat the inspection process, no condition found and it has been 6,481 miles from last time. We place a call to ****** the ******** dealer in Hampton for their inspection. Their findings were no condition present and no problems found at that time.

Owner advised of any and all information on the vehicle. At this time no condition can be found by us or *******


If Ms. ****** would like to speak to a Sales Manager in reference to trading out of the vehicle we would be more than happy to meet with to discuss her options.

Thank you




Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
When i came in December i made them aware of the issue at that time as well. No one has teat drove with me in the vehicle. I cannot help that the issue cannot be recreated but i will attempt to trade in.

Final Consumer Response
The solution provided to me by the sales manager was to wait until the car turns off again and not to restart the car but to call them so they can send out a tow truck. This was the most inconvenient option that could have been presented to me. I have two children that attend two different schools and i also work full time and live in Hampton. I asked could they keep the vehicle. The answer was no. To ask me to keep driving a vehicle that keeps cutting off is a safety hazard, especially with my children 4 and 5 in the vehicle. This solution is unacceptable.

Final Business Response
***** Chevrolet has resolved the dispute with *** ****** she is now in a new vehicle.

Thank you

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

02/09/2015Problems with Product / Service
12/04/2014Problems with Product / Service
11/24/2014Advertising / Sales Issues
10/02/2014Problems with Product / Service
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Industry Comparison| Chart

Auto Dealers - New Cars & Trucks, Transmissions - Automobile, Brake Service, Auto Repair & Service, Auto Electric Service, Auto Body Repair & Painting, Auto Parts & Supplies - New, Auto Dealers - Used Cars & Trucks

Additional Information

top
BBB file opened: 08/05/1988Business started: 04/01/1988
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

MOTOR VEHICLE DEALER BOARD
2201 W. Broad St., Ste. 103
Richmond, VA 23220
(804) 367-1100

The expiration date of this license is 12/31/2015.

Type of Entity

Corporation

Incorporated: January 1989, VA

Business Management
Principal: Ms. Barbara Smith (Customer Relations)Mr. Arthur S. Casey (President)Mr. Arthur Casey (President)Barbara Smith (Customer Relations)Mr. Stephen Sparkman (General Manager)
Number of Employees

575

Business Category

Auto Dealers - New Cars & Trucks, Transmissions - Automobile, Brake Service, Auto Repair & Service, Auto Electric Service, Auto Body Repair & Painting, Auto Parts & Supplies - New, Auto Dealers - Used Cars & Trucks

Alternate Business Names
Casey Chevrolet, Casey Honda, Casey Imports, Casey Toyota, Casey Kia, As Is Auto Sales, Casey BMW
Industry Tips
NEW CARS

Map & Directions

Map & Directions

Address for Casey Auto Group, Inc.

813 Diligence Dr.

Newport News, VA 23606

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Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southeastern Virginia & Northeastern North Carolina. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Casey Auto Group, Inc. is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (800) 677-5664
  • (757) 591-1100
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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips for Auto Dealers - New Cars & Trucks

NEW CARS
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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