Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/15/2024 I bought a car from Hampstead Preowned - Pro AM Autos LLC. I was told I had to get the Extended Warranty to received their financing. I signed the paper work with the extended warranty. The next day I called the finance company and they told me that was not true. I immediately called Pro AM Auto and they started the paperwork to cancel the warranty. It took 2 weeks of calling, but I finally got the the paperwork. At this point I did not trust the company AND on 9/18, a month after purchase, the brakes on the car started to make noise and grind. I took the car to my mechanic that I have used for over 20 years. I did not trust the dealership to be honest with me. My mechanic told me that new brake pads had been "slapped" on to pass inspection, and both front rotors were cracked. I did not want to drive the car due to it being unsafe to drive. I called Pro AM Autos and they said send them the bill and they would "see what they could do, but they couldn't promise anything." I emailed them the bill on 9/19/24 and have not heard from them since. I would like Pro AM to cover the cost of the rotors - $595.15 since I only had the car a month.

  Business Response

  Date: 10/05/2024

  Thank you for the opportunity to resolve this issue for you. We will be reaching out to you shortly.

  Customer Answer

  Date: 10/13/2024

  I had to sign a release to receive the check to reimburse the cost to replace the brake rotors. I have not received the check yet. I have not been reimbursed.  I don't know how the complaint can be closed. 

  Business Response

  Date: 10/16/2024

  Hello. The check has already been cut and is in the mail on it's way to you. Check #*****. You should be receiving it shortly.

  Customer Answer

  Date: 10/19/2024

  I have signed the release but have not received any reimbursement yet. I do not want this complaint closed. This company has a history of saying the requirements are completed when they are not completed. Please keep this complaint open until I actually get reimbursed. Thank you. 

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This car has so many issues! Windshield was cracked. Sensors don't work. Shakes past 50 and just realized they GLUED the bumper on!! This can't be safe, right. The headlights can't be adjusted and are also off (now assuming it's due to the bumper). This place is trash, sells trash and is getting away with it. I'm picturing Matilda.

  Business Response

  Date: 09/23/2024

  We're very sorry to hear that you are unhappy with your purchase. We were able to locate you in our system and see you purchased the vehicle nine months ago. However, we do not have record of your concerns being brought to our attention prior to today. We would like the opportunity to address your concerns. Please contact me directly at 410-******** *****

  Customer Answer

  Date: 09/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called and was told I would recieve a call back and never received a call. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/12/2024

  Our Customer Service Concierge, Kiran, has been in contact and we are working on a resolution for the customer.

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Honda CRV going on three months ago. I had my own financing but was told if I used my own financing they would have to charge me an extra $1,000 so I decided to use their financing to save a. $1,000. The total cost for the car with title tax and tags came to $25,000. I put down $15,000 and financed the rest. A week went by and I received the financial institution information and I paid them the $ 10,000. I contacted Hampstead and informed them I had payed off the vehicle and asked if they had sent the paperwork to the DMV. I was told they had not. I said I would register the car if they sent me the paperwork (title) and a check back for the title tax and tags. This is when I was told they were waiting for the title. Two months later they mailed me the check and paperwork (title). I take it to the DMV in Washington DC to register the car and they tell me a duplicate title was obtained and the one I had was the old title and totally useless.
  I informed Hampstead of the title uselessness an now I’m still waiting for a valid title. They sold me a car without having the title to it.

  Business Response

  Date: 10/30/2023

  Hampstead Preowned purchased this vehicle on May 26, 2023 from Manheim Pennsylvania. We were provided a Maryland title # ******** from the seller which we then forwarded to the customer. While this situation was not caused by any actions by Hampstead Preowned, we understand the urgency and necessity to provide the customer with the correct title. We are in daily contact with both the auction and the seller in order to get the correct title into the hands of the customer. We are very sympathetic to the difficulty this is causing our customer. Unfortunately there was no way for us to know that the title provided to us was not the most recent title but we are diligently working on rectifying this situation. Please see attached documents.

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2015 Nissan Pathfinder Jan-14-23 Financed $18,998.00 plus $3.000 cash for extended warranty Vehicle is currently broke down for third time for loss of power during driving and will not restart without a jump and when it is jump started it will run but when you shift into gear the vehicle will not move Service has performed diagnostics checked alternator-replaced battery-replaced ground wire-Dealer has repeatedly ignored phone calls-voice mails failed to provide a loaner car(loaner for 1st Service Repair Only) while troubleshooting my Nissan in total- days my vehicle was in for service at Hampstead approximately 7 weeks this vehicle is a death trap the two times it shut down i was driving in rush hour traffic and near got rear ended both times.

  Business Response

  Date: 06/29/2023

  Thank you for reaching out to us regarding the issues you have been experiencing with your 2015 Nissan Pathfinder. We understand your frustration and concerns regarding the repeated breakdowns and lack of response from our dealership. After thoroughly reviewing your case, we regret to inform you that we are unable to provide further assistance or accept responsibility for the problems you have described.
  Upon inspection and diagnostics, our technicians have identified that the root cause of the issues you are facing is rodent damage to the vehicle's wiring and components. Unfortunately, this type of damage falls outside the scope of our responsibility and warranty coverage. Rodent damage is considered an external and unforeseeable factor that is beyond our control.
  We understand that this may be disappointing news, and we empathize with your situation. However, we recommend contacting your insurance provider to determine if your policy covers rodent-related damage. They may be able to assist you with the necessary repairs or offer guidance on the best course of action.
  We value your business and appreciate your understanding in this matter. If you have any further questions or require any clarification, please feel free to contact us directly. We are here to assist you to the best of our ability within the limitations of our warranty coverage.
  Thank you for your understanding.

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2010 Mazda cx7 certified pre-owned from hampstead in December of 2021. I also bought an extended warranty and put almost 6000.00 down. Within 3 months my transmission died with 76000 miles on it. I had it replaced using extended warranty. After barely 7 months the transmission went out again. October 13th 2022. I was told they wouldn't repair it and that my warranty would only cover another 1100.00. After several months of back and forth they finally agreed to put another transmission in it in December with my payment of 1200.00. I was told it would be done in a few weeks. The last conversation was January 31st. Saying I would have it the following week. They finally gave me a loan vehicle after 2 months. No calls or response u until June 5th 2023. By this time they have had my car for 8 months. A month longer than I drove it. I was told transmission couldn't be fixed. I am now being offered a different car but not sure what the expectation is regarding their plan to rectify no car car forv8 months or who will be responsible for that.i want a different car about the same value with the same payment and only pay what is left on my loan. I also want my extended warranty transferred. I've continued maintaining payment and insurance coverage for a vehicle I no longer have. I was promised a good car for myself and 3 children 1 is disabled. I am very unhappy with my treatment and lack of communication and lack of service and respect. I'm very easy to please and don't think I'm asking for much under the circumstances. Any help would be much appreciated!

  Business Response

  Date: 06/20/2023

  We have had an extremely difficult time finding a replacement transmission for the customer's 2010 Mazda CX7. We did provide a loaner vehicle which the customer has had for over 6 months. Since we have been unable to locate a transmission, we are now actively in contact with the customer in an effort to exchange the vehicle for her. She has been to our location since making this complaint and has test driven possible vehicles. We hope to have this resolved by the end of this month.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hampstead Preowned was the dealership my husband and I purchased our last car from on 1/19/2023.
  
  Despite the continued delay in our permanent registration and tags, due to an error in the paperwork, this is not my primary compliant. It did however unveil a larger problem in regard to our personal identifcation being compromised.
  
  Their, then fianance manager ***** *****, emailed my paperwork on 1/24. This email was regarding missed signatures the day we bought the car. At the time, I didn't question it but was uneasy about the error and the information contained in the email--SS#s, Driver's ID, addresses, DOB, employer info and bank account numbers. We signed the paper(s) and emailed it back.
  
  The follow weeks (2/1 and 2/23) I was emailing ***** to check on the status of our tags so I could get my car inspected in PA. The email that was sent on 2/23, he replied to telling me that he no longer worked for the company and wasn't sure about the status of my tags. I immediately wondered how he was responding to a company email if he no longer worked for the company. It was also alarming to me that this email, which he previously had scanned OUR ENTIRE APPLICATION (containing the afformentioned information) into was from a PERSONAL EMAIL. I called 2/23 and spoke to the sales manager Matt and told him my concerns. I then forwarded the information from my email with ***** to *****************************. They said they would consult with their attorney to see the next steps. I heard nothing back.
  
  I have since called again on 3/9 and 3/16 and they said he, ***** *****, was asked to delete the email. I am paying monthly for identity monitoring for me and my husband. Hampstead appears to have washed their hands of this matter, since ***** ***** was fired sometime between 1/24 and 2/23/2023. I feel they should not only apologize, but be compensating me for the identity monitoring that is happening as a result of their employee.

  Business Response

  Date: 05/13/2023

  You have our sincerest apologies for this situation. Our employees do not have authorization to email sensitive information. Our Standard Operating Procedure regarding missed signatures is to have the customer come back to the dealership for an original signature. If that option is unavailable, the procedure is to use UPS or USPS Priority depending on the urgency. Emailing sensitive documents is not our practice, and any employee would be severely reprimanded for doing so.
  We have demanded that your information and previous email threads be permanently deleted. Unfortunately, we can not grant your request of reimbursement as we have taken the necessary steps to ensure that your personal information is protected. Please rest assured that no identity theft or damage to your credit will be caused by Hampstead Preowned or our former employee.
  
  

• Initial Complaint

  Date:12/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/24/2022 I purchased a used Volkswagen Jetta from Hampstead preowned. I paid $2,400 as a downpayment for the vehicle. However, the vehicle did not have a driver's side sun visor. The business committed to ordering a visor and installing it into my vehicle. The dispute is that I have called and spoken to an employee who committed again to ordering the visor. This employee went as far as giving me their cellphone number so that I could send them an interior photo of the vehicle to match the color of the visor which she promised to order. After this phone call where the employee said they would reach out to me when the visor arrived so I could go to the business and have the visor installed. This phone called occurred on 10/28/2022 and lasted 6 minutes. On 11/11/2022 having not received any communication from the business, I called them and left a voicemail asking if the visor had been ordered or if it arrived. Then on 11/19/2022, still having not received any communication from the business, I called again and left another voicemail detailing the same concerns (i.e. has the visor been ordered/has it arrived). Finally on 11/28/2022, I called again, left a voicemail and received no communication in return about the status of the visor. The business has not made any effort to reach out and communicate the status of the visor or if the visor had been ordered.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 20, 2023/01/06) */
  The issue has been resolved. We have contacted the customer and installed the sun visor. I do apologize, we have had a huge turnover and communication issues that we are addressing. If you need anything further, please contact Hope directly at (443) 605-4902.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2014 Corolla about a year ago from them. Less than a week into ownership it had a check engine light. In and out of HPOs service department under warranty for two months. Had the owner, Anthony, slip me $100s to shut me up. When it came in for about the fifth time for the exact same check engine code, Anthony attempted to exchange the vehicle. I had it taken to ************ in Westminster for repair on his dime. Check engine light never returned, car rode fine. I was told to never bring the car back to HPO. During this time the service manager was FIRED, presumably due to his shops inability to fix my vehicle, and I was left in the dark for A WEEK with a check engine light.
  
  Now, as I am preparing to sell the car and getting appraisals for it, I am discovering the vehicle is not accident free like the ****** claims. So far, the front bumper needs replacement from an accident, the front passenger side strut assembly was so badly damaged from an accident and degrading so rapidly, that a hard enough bump would have completely separated the strut and caused an accident, and I have just received an appraisal $2k below my original offer due to WELDED FRAME DAMAGE. The entire apron, frame, and core support structure has been welded together post-accident.
  
  HPO is knowingly selling lemons purchased from accidents, and selling them as accident free good condition used cars, and it is going to get someone killed.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 19, 2022/11/14) */
  This firm and I represent Pro AM Autos, LLC t/a Hampstead Pre-Owned ("Hampstead")
  in the above-captioned matter.
  The vehicle in question was purchased at auction on December 30, 2020, a copy of the
  New Jersey Certificate of Title is attached. As you can see by the title, it has not been branded as
  having frame damage. On January 14, 2021, my client took the car for its Maryland State
  Inspection, which it passed, I have attached a copy of the e-certificate, number ******** for your
  records. Mr. ***** purchased the vehicle in question from my client on January 28, 2021.
  For the vehicle to pass a Maryland State inspection it could not have frame damage outside
  the allowed parameters. Mr. ***** did not mention anything regarding damage to the bumper
  when he purchased the vehicle in 2021. When Mr. ***** had an issue with his check engine
  light, and Hampstead could not fix it, Hampstead paid to have it sent to ************ in
  Westminster. My client did not hear from Mr. ***** again, until now, well after any warranty.
  Period. My client has done everything that could be done to satisfy Mr. ***** and after almost a
  year of owning the vehicle there is nothing else for Hampstead to do. Hampstead was and is not
  aware of any frame damage to the vehicle.
  If I may provide any additional information to you, please do not hesitate to contact me.
  Very truly yours,
  
  
  Consumer Response /* (3000, 21, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, I was unaware of any damage period, let alone bumper damage mentioned in this response, during the period of my check engine woes.
  
  Second, my appraisals stated the frames were re-welded, with noticeable damage. I sure as hell did not weld my frame after I bought the vehicle! How the vehicle passed MD inspection with damage like this, who knows.
  
  I find it extremely hard to believe that Hampstead had zero knowledge of any damage or prior accident with this vehicle, considering a cursory appraisal inspection yielded the discovery of such damage to the vehicle.