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:07/13/2025

  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.

  Im writing to share my recent experience with your dealership, which unfortunately left my spouse and me very disappointed.On July 7, 2025, I found a 2014 ****** Outback listed online and reached out via email and text. ******** confirmed the vehicle was available and that financing options were offered. My spouse made a trip that same ( 1 hour from our residence), day to view the car and was very pleased with it. We immediately submitted a credit application and were asked about our preferred down payment and monthly payment. Although my spouse didnt have paystubs at the time, we agreed to send them in as soon as possible. My paystubs were not requested. The next day, I called to request an email address to send the documents and was given ***** contact. Later, my spouse called to confirm if the documents had been received and was told they had not. We immediately resent them. **** later confirmed receiving them and said he wasnt sure why they didnt go through the first time. By that point, we were told someone else had placed a deposit on the vehicle.This was frustrating, especially since we were originally told no one else had shown interest in the car. We were never given a business card or a direct point of contact for follow-up. Nor did anyone else reach out to us, as we had already submitted all of our information. What added to the concern was seeing that my credit was pulled twice by your dealership; once on the day we applied and again the next day; without any explanation.We feel that we were not treated as valued customers, despite providing our personal and financial information in good faith. While we understand vehicles can move quickly, we expected clearer communication and better consideration throughout the process.We hope future customers receive a more respectful and transparent experience than what we encountered.

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to the concerns raised by the customer regarding their recent interaction with our dealership. We take all feedback seriously and appreciate the chance to clarify the situation.
  On July 7, 2025, the customer expressed interest in a 2014 ****** Outback. Following the initial inquiry, a credit application was submitted; however, we were informed that one of the applicants did not have paystubs available at that time. We communicated that we would need those documents to proceed with the financing process.

  
  Unfortunately, we did not receive the required paystubs to continue with the application. The customer later called on July 9, 2025 to inquire whether they had been received, and at that time, I informed her that we had not received them and that the vehicle had since been sold to another customer. It was only after this phone call that the paystubs were successfully delivered to my email inbox.
  We understand how disappointing it can be to miss out on a vehicle of interest, especially after taking time to visit the dealership and submit personal information. However, due to the fast-paced nature of used car sales, we are unable to hold vehicles without a signed purchase agreement or a deposit. This was explained during the interaction.
  Regarding the credit inquiries: our system processes an initial pull during application submission, and in some cases, a follow-up verification may trigger a second pull. We understand the concern, and we are happy to provide additional explanation directly if the customer would like further detail.

  
  At Brandon Reeves Auto World, we strive to provide a transparent and respectful experience to every customer. While we regret that this situation did not meet the customer's expectations, we hope this response clarifies the timeline and factors that contributed to the outcome.

  
  Sincerely,
  Brandon Reeves

  Brandon Reeves Auto World

• Initial Complaint

  Date:03/05/2025

  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.

  Had a few issues with this entire experience. The biggest one being REQUIRED to get Lojack and pay $899 for it not to even work. We have been in communication with the dealership and they just say we need to bring it in for service, which isn't a good option because why would I want to spend another day for something that should have been working before the car was even sold? There was also another issue with a part never being fixed on the car, to where they had to mail us the part to fix ourselves. They said they knew about it but never got around to fixing it. Not a big deal, but just more reason why we believe lojack doesn't exist on this car. I called Lojack, they said it has NEVER been trackable since it was set up with the **** Lojack helps with stolen cars right? Well how can it find a car when its not even trackable? I'm literally paying for nothing. I shouldn't have to bring it back for them to "Service" because they will probably install it from scratch! They then offered to have someone pick it up and leave a loaner, but again, I don't have much faith that one exsits in it as is. I don't want/need the extra mileage to be closer to voiding warranty. ********** is over an hour away. It's been a huge hassle since day one. Sold the car with no gas in it, had to stop to get gas and that's when we learned the gas cap doesn't open (thats the part they didn't fix) all while having 2 small kids with us who were there for 5+ hours stuck at a gas station unable to pump gas without having to figure out a makeshift way to open the gas door. We were told the owner was using the car we bought as a "loaner" so again, doesn't seem like they did what was needed to get it working. They won't even tell us where the lojack is so we can look for it ourselves when we asked. They just want to get it back to fix it, I don't want it fixed at this point. I don't want to pay for something that was REQUIRED for it not to even work. I am requesting a complete refund.

  Business Response

  Date: 03/24/2025

  First of all, we never want an unhappy customer as we have strived to do good business for over 22 years at Brandon Reeves Auto World. I will address the customers' complaints in order.

   

  1. ****** is clearly posted on our website on every unit that we sell. It is not a hidden fee, and the customer signs an agreement at time of purchase for this product. Although it rarely happens, there are occasions where the LoJack device isn't working properly. We have contacted ****** support and they do show the account and the vehicle does have what was paid for. It appears the part could be a faulty part. We have contacted the customer and offered to send a vehicle as a loaner to their home and bring the vehicle back to have it taken care of. We realize they live an hour away and are more than happy to send drivers with a vehicle for them to drive while we address the issue.

   

  2. Customer states the vehicle was low on gas. These are used vehicles and we do not promise a full tank of gas at time of delivery.

   

  3. Customer states that the fuel door would not open. We did mail the part as the customer stated only because they did not want to come in for us to install. This is all we could do since they refused to come back. We also paid half of their first car payment for their troubles which they never stated.

   

  Thank you,

   

  Brandon M. Reeves

  Customer Answer

  Date: 03/24/2025

   
  I am rejecting this response because:
  
  lojack was a mandatory add on, so it should work off the lot if youre making people purchase it. I called LoJack, they see it attached to the **** however has never once been tracked/located which leads me to believe it may not even be in the car- and would make sense why when we asked where it was located to check ourselves, we never got an actual answer. I get its a used car, so lets say something with the engine goes wrong, Im not faulting the dealership because it was an as-is purchase. But for a required add on to not work from the get go is unacceptable. I am willing for you all to fix it in my driveway, that way I can see that there is in fact a device in the vehicle. I dont want/need the extra miles on it and/or someone else driving it risking an accident. 
  

  Business Response

  Date: 03/24/2025

  I understand your frustration and am sorry this has happened. However, I don't think this is something we can simply fix in your driveway. It is on your vehicle, but is simply a faulty part as it is man made. I have offered everything in my power to make this right and do not know what else to do. 

  Thanks

  Brandon Reeves

  Customer Answer

  Date: 03/24/2025

   
  I am rejecting this response because:
  If it is a faulty part, then we should not have to pay for it. So it sounds to me like you would have to replace it anyways, not just fix whatever is installed now, so a refund of the add on and whatever interest rate I have on the loan should be given. My husband and I accepted the cost because we were told it was mandatory and factored into the dealer fees, and the fact of the up to ****** being paid if not recovered was mentioned which was ok, But if my car is stolen there is no point because LoJack will have nothing to go by. I just dont feel like paying for something that doesnt work and never has is fair. If it stopped working after a few weeks of it working, I would not be making a big deal of it. We have been communicating this for a while so its evident its never worked. 

  Business Response

  Date: 03/27/2025

  The only response I can give is we have offered to make this right in every way possible and fix the problem even to the point of sending a car 3 hours away to loan the customer. I do not know what else we can do.

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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.

  The H2 Hummer is being falsely advertised. I was invited to Brandon Reeves Auto World to test drive the H2 Hummer ****. Only to find out when I got there, I was told by the same sales representative that took my phone call, by the name of ******. That Hummer is not drivable!!! THE MANUAL GEAR SHIFTER WAS BROKEN, AND THE ***** COULD NOT EVEN GO INTO GEAR. NOT ONLY THAT, THE INTERIOR WAS A HORRABLE MESS!!! FADED, CRACKED, and TORN LEATHER SEATS, PEALING LEATHER FRONT DASH. DISGUSTINGLY FILTHLY DOORS. TAPPING IN THE ***** APON STARTING THE HUMMER AND AFER IDLEING. The front wheels need alignment. I was told this by the sales rep.The H2 Hummer is being falsely advertised. I was invited to Brandon Reeves Auto World to test drive the H2 Hummer ****. Only to find out that when I got there, I was told by the same sales representative that took my phone call, by the name of ******. That Hummer is not drivable!!! THE MANUAL GEAR SHIFTER WAS BROKEN, AND THE ***** COULD NOT EVEN GO INTO GEAR. NOT ONLY THAT, THE INTERIOR WAS A HORRABLE MESS!!! FADED, CRACKED, AND TORN LEATHER SEATS, PEALING LEATHER FRONT DASH. DISGUSTINGLY FILTHLY DOORS. TAPPING IN THE ***** APON STARTING THE HUMMER AND AFER IDLEING. The front wheels need alignment. ******, the sales rep, informed me that the vehicle had already been serviced and that the dealership would LOSE MONEY ON IT AND MAKE NO PROFIT IF SOLD FOR ANY LESS THAN THE ***** SHOWN IN THE ADVERTISEMENT. THIS IS A TOTAL WAIST OF MY TIME. I THOUGHT AUTO TRADER HAD A GOOD REPUTATION FOR ADVERTISING GOOD RELIABLE VEHICLES AT TRUE-BLUE BOOK VALUES, BUT THAT IS NOT THE ***** THIS WILL BE REPORTED TO THE BETTER BUSINESS BREUO AND ** **** I FEEL AS THOUGH THE ***** REP WAS TRYING TO TAKE ADVANTAGE OF ME BECAUSE HE THOUGHT I WAS AN UNEDUCATED BLACK MAN AND CONTINUED TO TRY TO SELL THE VEHICLE TO ME AFTER I POINTED OUT EVERYTHING IN THIS EMAIL TO HIM. THESE UNFAIR BUSINESS PRACTICES AND AS FAR AS I'M CONCERED ILLEGAL BUSINESS PRACTICES. BRANDON REEVES AUTO WORLD IS NOT TO BE TRUSTED BY ANY ADVERTIZING COMPANY AT ALL FROM THE EXPERIENCE THAT I JUST BEEN THROUGH AND WITNESSED FOR MYSELF. AUTO TRADER NEEDS TO BAND BRANDON REEVES AUTO WORLD ASAP!! THAT VEHICLE IS THE FURTHEST THING FROM SHOWROOM MATERIAL. I'M A 30-YEAR-SEASONED WELL-EXPERIENCED MECHANIC AND KNOW WHEN SOMEONE IS SIMPLY TRYING TO ROB ME. THIS IS THE WORST CASE OF AN ATTEMTED ROOBERY I EVER WITNESSED. THANK YOU. AND PLEASE REPLY. **********,:RHAWSHEE:*********, ALL RIGHT RESERVER.1. LIVING, BREATHING, MAN.

  Business Response

  Date: 12/11/2023

  To Whom it May ******* -

  We have an automated system that takes a picture of every unit that comes into our inventory. This is usually not a problem, but this one slipped through with apparently major issues before being checked out in our service department. This is not how we do business and I as the owner apologize for this happening. It is never our intentions to waste our customers time. I fully understand this man being frustrated, but it was an honest mistake. 

   

  Sincerely,

   

  Brandon M. Reeves

  Brandon Reeves Auto World

• Initial Complaint

  Date:08/03/2023

  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.

  I bought my truck on July 1,2023 from Brandon Reeves Auto and was given a thirty day tag. My registration still has not been sent to get my tag and my temporary tag is now out of date. My wife has called numerous times and multiple times in the same day and keeps getting the run around. Now I have a truck that I cant drive legally until paperwork is sent and I can have it registered. They also promised to send another temporary tag and never did. Very unprofessional after they sold me the vehicle.

  Business Response

  Date: 08/17/2023

  I have no desire to try to spin anything ****************** has said.

  He is correct in that we have not gotten his tag work completed. Unfortunately, we had a large batch of tag and DMV work that was lost through the mail system. We understand ********************** frustrations and do not blame him one bit as I would be equally as upset in this situation. We are working tirelessly to remedy this situation as we are having to start from scratch. As far as calling about another temp tag, I do not understand why my people would not have simply sent him one immediately. For this, and the entire situation I (Brandon Reeves) the owner sincerely apologizes for this. We have been in business here for 20 years and this is not how we do business. I have reached out to ****************** today and hope to hear back from him this afternoon to apologize and get him the tag he needs. My cell is ************ should he read this and wish to speak to me. 

  Again, my apologies as the owner for this unfortunate and frustrating situation. 

  Many thanks,

  Brandon M. Reeves

  Brandon Reeves Auto World