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 20 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

20 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues4
Problems with Product / Service16
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 20

Customer Reviews Summary Read customer reviews

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

Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 2 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (20)
09/03/2014Problems with Product / Service | Read Complaint Details
X

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.

04/01/2016Problems with Product / Service
10/05/2015Problems with Product / Service | Read Complaint Details
X

Complaint
I purchased a 2011 Outback from Casey VW /Subaru on 2/27/15. It has been in their possession off and on for over 2 months with issues.
My outback has spent over two months at this dealership trying to correct a couple of issues. The first issue was a dark brown stain on the driver's seat. It looked nasty and I was hesitant on purchasing the vehicle. The used car manager told me that they would dye the seat and it would "look like new". At about five months I noticed paint peeling up from the corner of the seat and white specs on the seat, revealing that they had painted the seat instead of dying it, and it looks terrible now. The other issue was rust spots along the roof line where the sunroof is located. The sales department agreed to have it repaired, so I dropped the vehicle off and picked up a loaner car while the work was completed. After a week, the service adviser called and informed me it was ready for pick-up. I asked him if he checked it himself and he said, "yes, it is good". I wanted to be sure the work was complete before I drove from my home in Chesapeake, to the dealership, 45 minutes to an hour away. When I arrived, I found the sunroof shade would not go all the way back. The adviser sent it back to the body shop and told me someone would deliver the vehicle to my work in Virginia Beach in a few days. They proceeded to tell me a few days later that the sunroof shade was fixed and they left it in the parking lot at my office. However, when I got into my car to go to my next appointment I noticed the driver seat belt would not retract or adjust up or down and there was a very loud rattling noise coming from the head liner over the passenger seat. They sent the tech back out a couple days later to see if he could fix it. He fixed the seat belt but was unable to fix the rattle. The dealership then arranged to drop off another loaner and pick up my car (again). They subsequently brought the car back a week later saying it was fixed and leaving in my office parking lot again...and, once again, when I left for my next appointment the rattle was still there. They arranged to come back out and swap cars for a third time and for a third time brought it back saying it was fixed, and again it wasn't. This happened three more times where they would drop off the car saying it was done and it was not. They had possession of my vehicle for over 3 weeks straight at one point! I finally had enough and called the service department for help. The service adviser told me to drop off the car and pick up a loaner and they would take care of it. A few days later he called saying it was done. I drove all the way from Chesapeake to pick up the car again. I test drove it with the adviser and it was still making the noise. He proceeded to tell me they would replace the sunroof tracks under warranty because they had concluded it was either the sunroof tracks or the side airbag making the noise. He ordered the part and told me to bring it in next Monday. I dropped off the car again on Monday, August 17th and once again picked up a loaner. A few days later he called saying it was completed and ready to go. I test drove it with the tech. The noise appeared to be gone, although I did hear a slight rattle coming off the interstate which the tech said was probably my license plate bracket. He removed it when we got back to the dealer. By that time, I had to go to my next appointment and did not have time to drive around again. I also mentioned to the adviser that the seat was still not fixed. He said he forgot and they would take care of it next time I was in. I drove the vehicle all the way to Chesapeake and when I got off the interstate it started making the rattle again. I called the adviser and he said he would get with his manager. I then called the General Manager of the Sales department and told him I wanted them to buy the car back and put me into a new outback. He told me he talked to his boss and they were not going to buy the car back and I needed to take it to the body shop.

Desired Settlement
I would like for Casey Auto Group to buy back the vehicle from me for what I paid for it. Then sell me a 2015/2016 Outback. I have been a loyal customer through this entire process. I have not spoken badly about their company, nor have I posted negative reviews. More importantly, I have kept my calm through all of this even though I have been making payments on a vehicle that I have only had possession of half the time since I purchased it from the dealership. They caused the issue when they first tried to repair the roof and now are unable to fix it. My time and travel expenses are adding up at this point. Furthermore, I am a realtor and use my vehicle extensively on a daily basis. I can not have clients in my car with this kind of noise.

Business Response
Sorry for the confusion on the response I show it was attached and sent on 9/2/15 Please see below the response we submitted.




We have done everything we can to fix Mr. ******* issues with his vehicle, we have offered to address his latest concerns after the sunroof repair and he has not bought the vehicle back to us or let us come pick it up. I have given him the opportunity to meet with both our service manager and body shop manager to resolve his concerns as we would be happy to correct them, but Mr. ******* tells me the only solution is to buy his car back or trade him out without him spending any additional money. This we cannot do because he had ***** in negative equity when he bought the vehicle. We would like the opportunity to correct all of Mr. ******* issues and understand his frustration. Please contact Travis Wynne at the dealership and he will help Mr. ******* with his concerns.

Thank you

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Both the body shop and service dept have had my vehicle in for this rattle 7 times and has not been able to fix it. The service adviser told me they don't know what it is and they were just installing a sunroof track to see if that took care of it. I have wasted my time driving up there to pick up my "fixed" car only to find out it still is not fixed. They have had every opportunity to fix my car and have failed. I am not asking for the sales dept to absorb my negative equity from my trade. I am only asking them to give me what I paid for this car and allow me to purchase another vehicle from their lot. I have my own financing and will just transfer the negative equity over to the new loan.

Final Business Response
The General Manager is currently working with Mr. ******* and do believe we have satisfied his concerns.

Thank you

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
They called me and asked me to come in so they could see if they could get me out of the car and into another one. So I blocked my schedule and drove an hour to get there. They looked at my car and told me they would give me ****** for my car on a trade. I paid ****** for the vehicle 6 months ago. I understand I put *** miles on it in that time, but the issue I have been dealing with has been going on for 5 of those months. The GM sat down and said they could do *** but that was it. I wasn't okay with that but I went along expecting them to be able to give me a deal on another car. They did not. They would not come off the price at all. They wanted me to pay sticker price for a new outback. I had an appointment and had to go. I told them I would talk to my wife and get back to them. We then saw a used outback that would be perfect. It was less than the new one and seem like it would work. I contacted the used car manager and asked him if this would work. He said to come in on Saturday and we would see. Once I got there and drove the vehicle I liked it and was set on this one. We sat down to do the numbers and again they would not come off the price of the vehicle!! They said they were losing too much money on my car to do that. I needed to think about the offer. It was a huge bump in my budget. I asked if they could hold the vehicle until I was able to speak to my wife and they told me they would not hold the vehicle without a deposit. I had enough and I left. The fact that they would not hold the car for a couple hours after what that dealership has put me through over the lat 5 months makes me sick. I then started doing some research. I pulled my car up on Kelly Blue Book and found that my trade in value was ******* I know they can be a little high so I went to ****** and they appraised the vehicle and offered me ******* So Casey was only offering me ***** more for my car, and not budging on the price on a new car or used car!! They were not trying to help me get out of the car they were trying to make a profit on me a second time!! Any customer could have walked in there off the street, not been through what this dealership had put me through and gotten the same deal or probably a better one.

08/06/2015Problems with Product / Service | Read Complaint Details
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Complaint
The problems with the car, was not fixed. The service dept was not able to find the solution.
After taking the car into the service dept. 2 times, without fixing the vehicle. They still charged me ******* dollars. I will like a refund, since the vehicle was not repaired.

Desired Settlement
I know they had to charge for checking the vehicle. I want the difference from the ******* dollars.

Business Response
*** ****** came into the service department stating the vehicle would stall when touching connector to the MAF sensor and also runs rough.

Found the vehicle idle surges badly and car cuts off just setting still intermittently. If you touch the mass air flow sensor the car stalls out. Checked the the MAF sensor and found erratic performance. MAF is very dirty and cracked where the connection plugs together. Must replace the MAF sensor, connector and its wiring then re-test system. Re-test system and found other code for the intake air temperature sensor. Found the wiring to be broken and hand twisted back together. Properly splice the IAT sensor wiring connector back together. Re-test again and found code for the ducting from the air cleaner to the MAF sensor. Sensor is broken and held together with black electrical tape.

After the replacement of the MAF and the repairs to the wiring the vehicle no longer cuts off but does have an intermittent misfire or stumble. Owner advised of current improved running condition and owner declined any further repair or diagnosis.


Also, customer returned about five days later stating vehicle runs rough but no check engine lamp is on. Re-tested system and found no codes in system and the only rough idle felt was during cold start ups. After engine gets to normal operation temperature the rough idle improves, vehicle doesn't stall out anymore and no other concerns were found. Vehicle has ******* miles on it and some engine idle quality is to be expected. These are repairs that were done to the vehicle and were charged to *** ****** for those services.

Thank you


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
the resonse from the dealership is incorrect. The vehicle was dropped off on Thursday night. Returned to me on Friday afternoon. I returned the vehicle the next day Saturday, by dropping the keys in the over night box. They called later Monday afternoon and I explained to ***** the vechice was running worst. He stated "they wasn't sure what the problem is". Once the vehicle was returned that night, I could not drive for several days, and once I did it stalled several times from my home in ******* to ************ to work. The dealership did not repair the vehicle and I can' t believe they responded the way they did. The service tech ***** is aware of what happened. The MAF sensor was not the problem, ***** stated to me they had to replace the MAF before they could determine why the vehicle was stalling. The reason I took my vehicle to Casey, which was a huge mistake. Finally, the amount of money is not a lot, however the service dept did not repair my vehicle. I will continue to pursue this issue, because the service wasn't done.

Final Business Response
Attached is a copy of *** ******'s direction to Casey Chevrolet to perform the repairs to his vehicle with his signature. He was charged for replacement of the sensor and we charged him for repairing a wire, and retesting the system, a road test and gave him the added items needed which he declined. See repair order. Again, We have charged for services rendered to repair the vehicle.

Thank you

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again the dealership is incorrect with the response. I didn' t decline anything, nothing was offered to me. I spoke directly to ***** the service tech. Repairing the MAF sensor was not the problem and I explained that to ***** several times. I'm not sure what they are referring to, about other services. Casey is aware that my vehicle was not repaired, not sure why we're having a difficult time understanding this.

07/08/2015Problems with Product / Service | Read Complaint Details
X

Complaint
March 24th,2015 my car a 2007 GTI /4 door was repaired due to coolent leak. other problems were detected and repaired. Cost of repairs ********* Within 2 days the car made "clicking" noise. I checked for possible rock in one of the tires. No rocks ! Clicking noise continued. I drove the car not thinking anything wrong until April 11th when the clicking noise became worrisome, I called Casey Auto Group and was told to bring it right in. After the call, I attempted to put the car in reverse, would not shift from park to drive. I restarted the car and drove approximately 4 miles on Mercury Blvd. in Hampton, I was in the center lane and the car sounded ( loud clunking as if it would lose a part, I managed to pull over after another block into a parking lot and called Casey Auto Group to send a tow truck. The truck arrived, the driver told me there was a leak under the car. The end result the car needed an new transmission. Cost of repair ********* (used transmission). I was asked if I had hit something. The answer is NO. I believe that the damage was done by the 1st repair. I requested a reasonable explanation and someone called me to tell me that the transmission problem was not detected during the 1st repair. This car has been serviced by Casey Auto Group since I purchased it. I have purchased several cars from them.

Desired Settlement
I would like a refund of ******** for the cost of the last repair. I have no complaints with office staff or Advisor, they provided outstanding customer service.

Business Response
GOOD AFTERNOON
IN RESPONSE TO THE CONCERN THE CUSTOMER WAS IN MARCH 21ST @ ****** MILES FOR AN OVER HEATING CONCERN ALL THAT WAS REPAIRED WAS A THERMOSTAT WHICH MONITORS COOLING SYSTEM ON THE TOP OF THE ENGINE FOR COOLING SYSTEM. THE CUSTOMER ALSO HAD SOME MAINTENANCE ON FUEL SYSTEM NOT AT ALL RELATED TO TRANSMISSION SYSTEM. WHEN THE CAR RETURNED ON 04/11 WITH ****** MILES THE CAR HAD HARD BREAKAGE IN TRANSMISSION WHICH BROKE A HOLE IN THE TRANSMISSION CASE AND CAUSED FLUID LOSS AND UNIT COULD NOT BE REPAIRED DO TO THE ALUMINUM CASE BROKEN WHICH IN NO WAY RELATED TO THE COOLANT AND FUEL REPAIRS.REPAIRS WERE MADE TO THE VEHICLE PER THE ESTIMATE AND REPAIR ORDER PROVIDED.

THANK YOU


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response !
After the 1st repair, a constant clicking noise while the car was in operation, l had no way of knowing the cause. I was told by *** **** ** when I picked up the car in March, that I was good to go and all the car needed was an oil change as the next item to be done. I am not a mechanic and depended on the honesty of the dealer after 8+ years of service by them. I was told by a caller from the dealership, that the problem with the transmission was missed during the 1st repair ????? which i find highly questionable as computers are used to determine problems with cars. The assertion was made that I must have hit "something" and to call my insurance
which I did. I was asked if I had hit something, again i said I did not ! My insurance told me they would not cover since I did not hit anything,

Final Business Response
The repairs that were made to the vehicle when it came in with the transmission problem were in no way related incidents. The matter was not missed on the previous repair it was not an issue when the vehicle was bought in to us for the overheating/ coolant issues so therefore were not addressed or missed. We understand that the customer is frustrated that the vehicle had to have another repair but it was not an incident caused from the first repair.

Thank you

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the forwarded response from Casey Volkswagen. I am not aware of any resolution offered by the dealership other than the problem was mine.

Sincerely ***** ******

06/05/2015Problems with Product / Service | Read Complaint Details
X

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

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

01/28/2016Advertising / Sales Issues
Page 1 of 4

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 12/31/2016.

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

500

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, Casey BMW
Industry Tips
NEW CARS

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Map & Directions

Address for Casey Auto Group, Inc.

813 Diligence Dr.

Newport News, VA 23606

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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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Additional Phone Numbers

  • (800) 677-5664
  • (757) 591-1100
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