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Business Profile

Used Car Dealers

Car By U

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Car By U's headquarters and its corporate-owned locations. To view all corporate locations, see

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Car By U has 2 locations, listed below.

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    • Car By U

      6353 E Independence Blvd Charlotte, NC 28212-6952

    • Car By U

      4501 W Highway 74 Monroe, NC 28110-0430

    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 am rejecting this response because:
      Because car was repossessed because we wasn't going to have 7or$800 for final down payment not the car payment,I told there collector that we would have all the car payment and she said had to have it all,the car salesman also told us if at anytime we had problems with the remainder of down payment to call in and they would adjust it,I called 2 weeks in advance and was rejected,far as I'm concerned the purchase was never completed and all ready filed complaint with states ***************,only way this is going away is that I am payed the $2700 bottom linethe car was sold or auction off,and if they did sale the car they made a profit which they owe me

      Business Response

      Date: 06/30/2025

      The vehicle was repossessed due to non payment. See signed contract attached as well as the signed copy of the deferred payment agreement. The customer also provided his signed copy of the buyers order that also shows $1500 in deferred payments. The documentation we have provided is very clear about the amounts and dates that payment was due. The customer had called our payment center to ask for more time, and when they explained that the contract is binding and that the 10 day grace ****** would be the most we could grant him, customer then told the payment center his plan to keep the car locked behind a gate to prevent the repossession. 

      Business Response

      Date: 07/02/2025

      The documentation clearly states the terms of the transaction. Car By U has no further response in this matter. 

    • Initial Complaint

      Date:04/09/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 am not liable for this debt with CarbyU I did not have a contract with CarbyU. They did not provide me with the original contract requested. ***** sign a contract with them.

      Business Response

      Date: 04/17/2025

      Complainant made purchase on 12/7/22. Vehicle was repossessed due to non-payment 1/2025. Please find signed contract as well as NC License used as identification when purchase was made. 

    • Initial Complaint

      Date:05/28/2024

      Type:Order Issues
      Status:
      Answered
      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 am rejecting this response because:
      Business had no problem with acting hostile and inappropriate over the phone and made no efforts to correct or apologize for said conduct even in this public forum

      Business Response

      Date: 06/05/2024

      How does the BBB expect a response to a complaint filled with name calling? I am sure that if my reply was filled with insults about the customer they would be sure to reprimand us as a business. This customer submitted a payoff on 05/10/2028 via ACH. It is the norm and the usual to release titles 14 to 21 business days after any account gets paid off. The title was released to customer today 05/28 at 11:51 AM. less than 14 business days from payoff date. We wish this customer good luck 

      Customer Answer

      Date: 06/05/2024

       
      I am rejecting this response because:
      Inadequate ability to articulate, apologize or resolve from the business

      Business Response

      Date: 06/05/2024

      We do not wish to participate in any further back and forth. This customer was demanding, rude, and impatient with our staff and has a clouded recollection of the facts.  

    • Initial Complaint

      Date:01/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 am rejecting this response because: the issue with online payment has nothing to do with my bank. The system does not accept due to address change which has been updated in their system. The amount of days I was late is inaccurate

      Business Response

      Date: 01/19/2024

      The customer was notified that the vehicle was scheduled to be repossessed due to non payment. The customer was notified of the fees that they would incur if vehicle is repossessed, repossession fee of $595, $150 handling fee, plus $25 a day storage. The customer exhausted the 10 day grace ****** for payment and the vehicle was repossessed. Our webpage is set up to accept online payments as well as automatic payment options.  The issue the customer is having seems to be an issue with customer card/bank.

      Business Response

      Date: 01/29/2024

      The customer was notified that the vehicle was scheduled to be repossessed due to non payment. The customer was notified of the fees that they would incur if vehicle is repossessed, repossession fee of $595, $150 handling fee, plus $25 a day storage. The customer exhausted the 10 day grace ****** for payment and the vehicle was repossessed. Our webpage is set up to accept online payments as well as automatic payment options.  The issue the customer is having seems to be an issue with customer card/bank.

    • Initial Complaint

      Date:12/29/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      In October 2023 Carbyu refused to take my scheduled payment if $250 unless I pay a late penalty fee of $250 when I advised I could not afford it, they refused my payment and repossessed my car 2 days later. I only owed $750 on the balance of the loan and was paying it off 2 years early

      Business Response

      Date: 12/29/2023

      As the customer stated the vehicle was repossessed due to non payment.

    • Initial Complaint

      Date:09/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am rejecting this response because: On 8/25 even though Car By U closed at 5pm I should have still had the opportunity to pay on line until my 10th day is over which is actually midnight but was locked out of my online account at 6pm on 8/25. I called on 8/26 and spoke to the sales manager and he said they don't take payments over the weekend.On 8/28 yes I called to make the payment of $200  but did not know it was gonna be $660. The price just kept going up and up because they own the car and they can do that, am just the customer that has given them $19,830 of my money to have.

      ,000miles on it.

      Business Response

      Date: 09/06/2023

      This complaint is a little misleading as the customer was sent for repossession on the 11th day late, which was 8/25/23. On that day 8/25/23 the customer stated that they would make payment before 5pm, customer failed to do so repossession order was issued. On 8/28/23 the customer called and was given an opportunity to make payment and cancel repossession, customer failed to make payment.  At the time of repossession (9/5/23) the customer was 21 days late without any effort to make payment. The customer had been in contact with the payment center and given multiple opportunities to make payment, customer failed to make any payment prior to repossession therefore the repossession order was executed and due to the customer prior history full balance was requested to re-acquire the vehicle. 

      Business Response

      Date: 09/12/2023

      The vehicle was sent for repossession on 8/25/23 which was the 11th day late. On that day 8/25/23 the customer stated that they would make payment before 5pm, customer failed to make payment and the repossession order was issued. During the next 10 days that the vehicle was in repossession status they were given multiple opportunities to make payment and stop the repossession process, unfortunately, the customer failed to make any payment at all. 

    • Initial Complaint

      Date:07/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 am rejecting this response because:

      your response is so unprofessional and very untrue. You took money over the phone via ******** messages for a car, agreeing to a deal via marketplace, and I have called multiple times, weather or not you choose as a business to address them as a business is something I cannot do my self. And youre very wrong again. The call center does not have any manners or respect, how can you ad a business constantly throw up in an individuals face you took thousands from for a down payment threaten them with repossession not even a week after you request biweekly payment?? The fact you say you have polite individuals in the pay center is a lie. So lying, predatory lending, disrespect, must be the principles this business was built on? Classy. This place is a joke, I truly give my condolences to anyone unknowing giving their business to this businesss without knowledge of this businesss actions. 


      y time I call Im level headed and try to speak to them but cant get through to them they become very argumentative and straight hateful. I cant do much more. I have been scammed and they continue their scams on others. I dont know how this place is still open. There are others with the same issue. Please review there ****** reviews.

      Business Response

      Date: 07/27/2023

      Thank you for allowing us the opportunity to respond to complaint number ********. After reading the customer concerns we have the following reply.


      The finance contract and payment dates cannot be changed once the contract has been signed.  The payment due dates are disclosed and agreed to before the contract is signed. The repossession fees are disclosed to the customer before any action is taken so that the customer is aware of the financial consequences of non-payment.


       As to the customers accusation of poor customer service, the payment center staff are as polite and patient as possible, but they do have other calls and clients that need to be attended to.Their time is somewhat limited when the customer is unhappy with the answers that they have been provided and continue to ask the same questions expecting different answers or when customers become argumentative or begin using profanity, at that time we must end the call.


      We advertise all of our vehicles with the actual pictures of the vehicle we are selling. We do not sell vehicles online, each customer must come to our location, each customer is able to test drive and evaluate the vehicles prior to purchase.

      To address the mechanical issue that the customer is experiencing the vehicle was sold certified so the first 3 months or **** miles (which ever comes first) nearly all repairs would be made for a $100 deductible. Following the certification, the vehicles powertrain is covered for an additional 24 months or ****** miles (which ever comes first) with a $100 deductible. As of today 7/27/23 this customer has not called the service center with any service concerns whatsoever.     

       

      Business Response

      Date: 08/07/2023

      After reading the customers reason for rejection, we stand by our original reply.

      The finance contract and payment dates cannot be changed once the contract has been signed.  The payment due dates are disclosed and agreed to before the contract is signed. The repossession fees are disclosed to the customer before any action is taken so that the customer is aware of the financial consequences of non-payment.

       As to the customers accusation of poor customer service, the payment center staff are as polite and patient as possible, but they do have other calls and clients that need to be attended to. Their time is somewhat limited when the customer is unhappy with the answers that they have been provided and continue to ask the same questions expecting different answers or when customers become argumentative or begin using profanity, at that time we must end the call.

      We advertise all of our vehicles with the actual pictures of the vehicle we are selling. We do not sell vehicles online, each customer must come to our location, each customer is able to test drive and evaluate the vehicles prior to purchase.

      To address the mechanical issue that the customer is experiencing the vehicle was sold certified so the first 3 months or **** miles (which ever comes first) nearly all repairs would be made for a $100 deductible. Following the certification, the vehicles powertrain is covered for an additional 24 months or ****** miles (which ever comes first) with a $100 deductible. As of today 7/27/23 this customer has not called the service center with any service concerns whatsoever.   

    • Initial Complaint

      Date:05/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Found a car I liked on line and went to check it out. The price online was $21,999. While I was looking at the car, I inquired about a cash deal since I have cash. The salesman stated the cash offer was $23,999 since we won't be financing and thats how they make there money. We explained that that is more than advertised and I prefer not to finance. We asked how much to finance and he stated it was 25% interest rate. I explained that I have great credit and if I financed through you what is your typically best offer and he stated 17%. Maybe that was the charge since I am black. He than proceeded to tell me I can't get a better offer or deal. I didn't bother to test drive and walked away. I could have easily proven my great credit score, but I can't condone their highway robbery. My wife and I were treated s***** and I won't be going back.

      Business Response

      Date: 06/16/2023

      The online price that you saw stated that the price includes all rebates. The 2 rebates that CAR BY U is currently offering are disclosed in all of our advertisements. $1000 trade in rebate and $1000 CAR BY U Finance rebate. (vehicle must be financed with CAR BY U payment center) I apologize for any confusion in the advertised price. 

    • Initial Complaint

      Date:03/20/2023

      Type:Order Issues
      Status:
      Answered
      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 am rejecting this response because:

      They have so many times threatened to take the car and I always paid it and nothing I always assumed the same way they were notified that I did not have insurance is the same way they will be notified that it was reinstated so like any other time, I  did the same thing this time and they took my car 4 days after it was reinstated!!!  They never even tried to communicate with me. They never told me to send in any paperwork to confirm it was reinstated

      Business Response

      Date: 03/20/2023

      We state clearly in all of our paperwork that valid proof of insurance must be provided in writing after we have received cancellation notice. CAR BY U payment center takes insurance lapse very seriously because by contract the asset must me insured the entire term of the loan. The customer failed to provide ********************** with valid proof of insurance therefore the car was repossessed. 

      Business Response

      Date: 04/20/2023

      We state clearly in all of our paperwork that valid proof of insurance must be provided in writing to CAR BY U after we have received cancellation notice.  The customer failed to provide ********************** with valid proof of insurance therefore the car was repossessed. 

    Car By U is NOT a BBB Accredited Business.

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