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Consumer Complaints

BBB Accredited Business since 06/15/2012

Velocity Auto Sales

Phone: (801) 639-0300

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
06/07/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Improper or inferior repair

Complaint: Was not informed by velocity that the 2010 ford edge I bought had been wrecked and repainted. Inferior paint job not done to good body work standards
I bought a 2010 ford edge from velocity in february of 2013. Before I bought the vehicle I was able to inspect the entire vehicle although due to the time of inspection at 5:30pm it was too dark to notice detail so I did not notice the horrible body and paint work until the next day when I saw the edge in the daylight that the car had an inferior paint job and that the recently wrecked and repainted vehicle had actually started to peel around molding and window edges. I called **** Whalen from finance and ***** who is the supervisor over body and paint from Velocity and they informed me that the edge would be repaired and repainted to my wishes that included removal of windows door handles and keyless entry pad to repair sand and repaint these areas which ***** and **** said should have been done to begin with. **** and ***** also informed me that the original paint job was taped off instead of sanded tight to the edges which was causing the peeling and I could expect more paint to peel eventually if not done correctly. They also informed me that the body and paint was not correct so they would fix it right or they would put me into a different but comparable ford edge. March 23rd was the agreed upon date for me to drive back to Utah from Blackfoot,Id to have vehicle dropped off and left for their reccommended time of one week to finish repairs. I recieved the vehicle april 1st only to discover that velocity changed their minds to repair the vehicle and thought it was best to only buff the edge and give it back to me. Essentially nothing was done to the car and now they will not even return my phone calls when i have requested to get into a differnent but comparable edge which was also promised verbally. This company wasted my time with empty promises for 6 weeks and another trip to Utah for nothing!!!!! I can only expect a a reputable person or persons would deliver what was promised. I was very respectable and cordial to them the entire time only to be brushed off and ignored in the end!!!! Why waste someones time like they did I have no idea. I now know that I had 3 days after driving the vehicle home to change my mind and bring the vehicle back to Velocity which explains why they delayed my appointment until i had no legal rights.

Business' Initial Response
Contact Name and Title: ***** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@hotmail.com
The vehicle that **** ***** purchased from Velocity Auto Sales was in great shape. We did not perform the initial paintwork he is referring to. **** asked if we could fix it and we said we would be more than happy to. He then informed us that he didn't want to drive down from Idaho to get it fixed so we offered to have him take it to a body shop in Idaho and we would pay for it. Once that happened, he told us the body shop said that the previous paintwork was not done to insurance quality and wanted to charge an outrageous amount to disassemble windows and handles in order to repaint. We had nothing to do with the problem, but we do stand by our product so we offered to paint the problem areas. We never agreed to remove windows, trim pieces or door handles. We do not have the equipment to remove windows since we are not a collision repair facility. We only do minor repairs. **** requested that it be done but we told him we cannot. We went above and beyond to help a customer out and repaint his car even when there was not a real problem with it. We even gave him a 5 year warranty on the paintwork that we did. We also fixed a broken back up sensor and buffed out other scratches as well and drove the car 3 hours back to Idaho and personally delivered it. This customer was completely taken care of in every way.

We initially buffed the car to see if it would come out, but in the end we painted the car in order to make it look right.
Per every ad and our website we offer a free carfax on every vehicle we sell and in no way sold a lesser product or hid the fact that it had a minor previous accident. It still has a clean title and there is nothing wrong with the vehicle.

07/30/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to provide promised assistance or support for products or services

Complaint: Velocity auto sales are strictly interested in the sale of cars and not customer service which they have none of.
We bought a car from velocity in May and was promised a owners manual which did not come with the car. We have called more times about the same problem with no help at all from them. We have talked to the manger and he said twice that he was on eBay ordering the manual for us as we where speaking to him on the phone but nothing has shown up yet. It has been since May that we have tried to get it with nothing but lies coming from Velocity. Every time we have contacted the company we get nothing but the run around from them. We get a new person that tries very hard to pass our call onto someone else which means nothing from them. Please help

Business' Initial Response
Contact Name and Title: ***** Owner
Contact Phone: XXX-XXX-XXXX
Velocity Auto Sales has a very strict policy about what is promised during the sale of a vehicle. We have due bills which state anything that is promised at the time of sale. ***** ******** never asked for a owners manual at this time and signed the documents stating that nothing was due or promised at the time of sale. I am the manager and have never spoken with him about an owners manual. Had he asked we would have had no problem getting him one. He just never called and asked us. I have even spoken with the salesman who sold the car and this was his first time hearing about this as well. We are more than willing to work with him and get him a manual. Customer service is our number 1 priority here at velocity auto sales.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry to say that your communication level with the other two so called managers named **** and ******* are lacking in a huge way. Even ******* who helped us and I use that term very lightly has lied to you as we'll about me calling Velocity and requesting a manual. We did not know that the car didn't have a manual in until the next day. Which we got right on the phone and started this huge ordeal with phone tag and promises of a manual being ordered right now as we are talking to ***** This whole deal of me not asking for the manual is a bunch more lies. I have asked until I'm blue in the face and so has my wife ****** has been promised the same manual as I. Customer service is the very last thing on your mind. All you care about is the signing on the dotted line and pass that you are all on your own WITHOUT a full tank of gas when you leave because we where told that we only sell cars not gas. Great customer service. NOT. This car buying experience has been the worst one that we have ever dealt with and the last one with theses guys. These guys are the ones that give the cars salesman the black eye that you are to look out for.

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

11/16/2012Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Failure to provide itemized billing as requested

Complaint: ***** did not go over individual items at check out. We were charged for "Theft Protection Plan" that we did not want.
Addressed issue with Cory. He said he could not help us.

Business' Initial Response
Contact Name and Title: ******, Manager
Contact Phone: XXXXXXXXXX

Our number one priority is customer service. We never pressure anyone into buying something they don't want. Every contract is signed by the customer at the time of sale. We go through every state fee, dealer fee, and products purchased line by line. All the documents are explained and the numbers are presented. The customer signed all the papers indicating they were happy with the deal including 2 different signatures approving Theft Registraion. They can decline that product at the time of purchase, but it is non-cancellable once the deal is done. This customer called in after purchase date wanting to cancel it. We had already registered the vehicle and remitted payment for that. If he did not want a particular product or service, we would have been more than happy to cancel it at time of sale in order to maintain customer satisfaction.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Making as many bucks as they can is the first priority of this business. This manager clearly was not told the truth by his finance person, Steve. We did not call in to say we wanted to cancel the "theft protection", we did it in person the day we picked up the vehicle. There was no line by line review of items at the time of sale. They were more interested in signing up for a loan when we wanted to pay cash for the vehicle. Maybe there is a kickback from the credit union?

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

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Auto Dealers - Used Cars

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