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A BBB Accredited Business since
BBB has determined that Capital 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 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Capital Auto Group, Inc. include:
- Length of time business has been operating
Factors that raised the rating for Capital Auto Group, Inc. include:
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. 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 Street, Suite 104, Richmond VA 23220
Phone Number: 804-367-1100
Fax Number: 804-367-1053
Type of Entity
Business ManagementMr. William T Sigler, G.M. Mr. George Poulos, President Mr. Nicholas Poulos , Owner Ms. Susan Poulos, Vice President
Related BusinessesCapital GMC Trucks, Inc.
Auto Dealers - New Cars Auto Parts & Supplies - New Tire Dealers Truck Dealers Auto Inspection Stations Auto Renting & Leasing Auto Repair & Service Auto Services Auto Detailing Auto Dealers - Hybrid Vehicles Auto Parts & Supplies - Custom Wheels/Rims Truck accessories Auto Accessories Auto Services - Oil & Lube Auto Dealers - Online
Products & Services
Capital Auto Group, Inc. offers the following product(s): New and used vehicles. Parts and service.
Refund and Exchange PolicyCase by case.
Alternate Business NamesCapital Chrysler Dodge Jeep Ram
Industry TipsAutomobile Repair Buying a Used Car
5400 S. Laburnum Ave
Richmond, VA 23231 (804) 477-8347 (804) 663-5337 Directions
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Additional Phone Numbers
- (804) 477-8347(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: We dove over an hour to this dealership. We found "the jeep" while we were there. My husband did all of the talking and handled the business while I stayed back. We needed to go to our bank so they could handle the loan portion of the transaction. We were told by GS that they could just plug in our info because they worked with our bank but because our loan officer at the bank had told us to come back to her to get a paper check to present to the dealer, we declined and explained it to him. We tried to contact our loan officer to see if it would be okay but she was unavailable being it was afternoon on a Saturday. My husband asked if they would be able to hold the vehicle until monday(today 12/2/2013). GS said no because they needed a deposit. I got antsy so I went outside. My husband asked the guy doing the paperwork if he could ask the ******* because it being Saturday afternoon, the banks were closed and Sunday the dealership & banks would be closed if they could please ask the ******* to make an exception because of that and Monday morning we would contact the banks and the dealership and finalize the paperwork after my husband got off work on Monday . The guy(don't know his name) told my husband the ******* would allow it. And he typed up a paper to give to our bank. My husband asked them to have the rest of the documents ready for us to sign on Monday. Today we received the news that they in fact did not hold it. My husband had some choice words for GS and hung up on him. I emailed them and received an email back that the ****** told us no that they would not hold it and that I was apparently a witness to it( I was sitting in our car at the time the ******* was asked and husband was told yes) and that the deposit was policy.. I did email him back and told him to recheck the facts and let him know I felt they were twisting our words around to make us look at fault. I understand the deposit was policy but when you are lied to about (the loan guy saying yes the ******* Approved it while the ******* is ether a. Lying to save face or b. the loan guy never actually asked him) it really makes for bad business.
Desired Settlement: I would like an honest to goodness explanation of what happened, I want them to own up to their mistake. Did GS sell the vehicle because the loan/paper guy didn't tell him to hold it. Did the ******* forget what he agreed to? I really want them to rectify the situation. They would have had a sale from us on another vehicle even after this incident had they been honest and owned up to their mistake.
Dear ****** *****,
In response to BB Case no *******, I’m not sure where the breakdown in communication occurred.*** ****** was told on several occasions that we could not hold the vehicle without a partial payment and each time he declined to do so.
Our ******** *******, **** ***** even came out of the finance office and asked if we were doing that and was told that we would not.
And as far as the Credit Union being closed, we are on line with his Credit Union as part of the Credit Union Direct Lending program and we told him we could do the paperwork at that time but he told us he wanted to take the paperwork to his lender.
*** ****** knew we had another customer coming to look at the vehicle, and he was asked by the salesman, *** ***** on his way out if he wanted to leave a partial payment and he declined.
I am very sorry the ******** are upset, but I’m not sure how much clearer that we could be about company policy on holding vehicles.
******* ***** *******
Capital Chrysler Jeep Dodge Ram**** * ******** ******
****** ** *****
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: I went to Capital ******** after being quoted a repair cost of approx $411 less than another shop I inquired with. I told them what I needed repaired, yet they insisted that my issue was something else. I was not convinced, as I had just had those things repaired about 2 years prior, yet they assured me they had pinpointed the issue. They made the repairs, I picked up my car and drove less than 5 miles from the dealership when my car started leaking fluids. I called them, took the car back, they supposedly repaired another issue and told me I was good to go. Two days following the second repair, my car started running hot (which was the initial complaint), they asked me to bring the car back. This time, all I receieved were excuses. They couldn't tell me why my car still wasn't running as it should. They told me everything from "I should trade my car in" to "i wouldnt put any more money into it seeing as though your car is 12 years old". They refused to accept responsibility for not fixing the problem. I dont trust them to fix my car at this point and would like a refund of the $1350.00 I paid.
Desired Settlement: I dont trust them to fix my car at this point and would like a refund of the $1350.00 I paid.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
BBB Comments: The customer did not provide new information pertinent to the complaint.