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Business Profile

Used Car Dealers

Kelly Auto Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Kelly Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kelly Auto Group has 2 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint 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:03/28/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      - **Electrical issues**x Faulty wiring connected to the battery caused starting problems and ultimately damaged the car’s starter. 
      - **Undisclosed salvage history**: The vehicle had been salvaged and involved in an accident, which was not disclosed despite your specific inquiry. 
      - **Improper bumper repair**: The front bumper was attached with tape, which has now come loose. 
      - **Vehicle history omission**: No Carfax report was provided, and the dealership claimed they were unable to track individual vehicle histories. 
      - **Unfulfilled repair promises**: Repairs to the driver's side door panel and windows, as promised before purchase, remain unaddressed. 
      - **Defective key fob**: You were given a different fob after purchase, which does not function properly. 
      - **Pricing discrepancy**: The vehicle was advertised at $2,500, but upon arrival, you were told this price applied only to financing—information not stated in the ad. 
      - **Delayed contract delivery**: You did not receive the purchase contract until months later, after numerous attempts and only with an advocate’s assistance. 
      - **Delays in title documents**: Necessary documentation for vehicle registration was not provided in a timely manner, forcing you to drive on expired tags. 
      - **Poor communication with mechanic**: The dealership sent you to their mechanic for door repairs, but the mechanic was unaware of your appointment on multiple occasions. 
      - **Unnotified repossession**: The vehicle was repossessed without prior notice, and I was charged double than owed amount to retrieve it, despite not having signed a contract outlining such fees. 

    • Initial Complaint

      Date:12/11/2023

      Type:Product 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.
      Entered by BBB staff LO Consumer purchased a vehicle 3 days ago and the heat is not working, the check engine light came on and the car is shutting off. He called the business and they offered to pay to have the car repaired but now when the consumer tries calling back his number is blocked. The consumer paid $3000 down and he still owes $4000, he has to pay the taxes and title by next week, which is $500.

      Business Response

      Date: 12/19/2023

      Response taken over the phone by BBB Staff

      We are working on his car now.

    • Initial Complaint

      Date:11/05/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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’ve tried to contact Kelly Auto group several times in regards to the vehicle warranty I purchased on 8/23/2022 in the amount of $300. I had encountered some problems with my vehicle so I called ******* the vehicle warranty I thought I purchased through Kelly Auto group but when I spoke with customer service from ******* they informed me that I didn’t have a warranty on file and I told them to check my contract number I purchased and my vin number and they double checked and it was nothing on file in my name for the warranty. So when I reached out to Kelly Auto Group they gave me the run around saying they will call me back in a hour to check on it and I never received a call. So I called again they asked me to send a photo of the contract and I sent it. But still didn’t hear anything back. I went back and forth calling and going to the office and they said they will contact the warranty company because everything was submitted on their end but nothing was ever resolved and I still do not have a warranty in which I purchased.

    • Initial Complaint

      Date:09/23/2022

      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 purchased a vehicle from them March 2021 When may of 2021 came no title was given to me. I drove with dead tags for months due to the company saying that the title was coming from New York.... January2022 came i was told still waiting February 2022 i stopped paying started calling about title... Now as of Sept 21,2022 they had there tow ppl come at 12 midnight saying i had to pay 900$ more plus tow to get truck back. As i went back in the house the gentleman proceeded to lift the truck only to rip the whole end due to because not being told truck was all wheel drive. So if i even wanted to get the truck I'm not able

      Business Response

      Date: 09/24/2022

      The customer violated the terms of the retail installment contract and has been delinquent and past due. This resulting in the vehicle being repossessed for non payment. In addition, the title was done and that’s inaccurate. We contacted Ms. ****** regarding her past due account via phone and also text message. We value her business, but we have to follow the terms of the contract. Look forward to a positive experience moving forward. Thank you.

    Kelly Auto Group is NOT a BBB Accredited Business.

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