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:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 2005 ****** 4Runner from this dealership on December 28, 2024. They only provided the re-assignment of title starting with the second page. There is no original title/ first page for the re-assignment of title. Without the title we are unable to register or tag the vehicle. All attempts to reach out to the dealer, via phone (we have tried multiple numbers) and via email have failed. We are out of state and this has been incredibly difficult. The vehicle is unusable with out the Proper title.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dealership sold me a vehicle, gave me faulty/incomplete paperwork. The dealership closed down unable to reach them at all.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle from a dealership named Virginia Fine Cars, located in *********, ** in November 2024. Since the purchase of the vehicle, they have gone out of business before they were able to register my vehicle and get my tags. I was instructed by the *** of Virginia to contact the BBB so that they could research this company to confirm that they were know longer in business and that I would receive a letter from the BBB stating this and then I could forward that letter along with other documents to another party in order to get a title for my vehicle in order to get my vehicle registered. Your prompt response and assistance in helping me resolve this issue would be greatly appreciated. Thank you!

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had an awful experience with this company. The salesman misled me about the car's condition, saying it was getting a tune-up and wouldn't be ready until two weeks later. I agreed to pay half upfront, with the rest due in two weeks. They also tried to sell me a $1200 warranty. When I returned to pay the balance, they demanded an additional $700 for temporary tags and title, which they hadn't disclosed. They claimed the car was still being worked on and rushed me out when I asked to see it. Two weeks later after that, I call them to explain Ill get there at 6 because of work. They said theyll have it outside for me with the keys, Im not sure why they couldnt just wait for me. When I arrived to pick it up 4 minutes after they closed, the car wasn't there, and no one answered my calls. Eventually, the salesman showed up late, was rude, and took over an hour to finally bring the car. He pleaded that he had to go when I asked him all these questions. The car still had issues: the tire pressure light was on, the stereo and screen didnt work, and the oil change was due in 22 days. Plus, the car made a strange noise when turning. I have tried calling them after the fact for days and no one answers my call because they have called ID. The phone number goes to a cellphone number so anyone in the company picks up. This was a frustrating and dishonest experience, and I expect them to fix these issues.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dealer stopped communicating after receiving money for car. Said they would send Carfax but did not. Said they would ship out today or tomorrow but can't get a hold of them

  Customer Answer

  Date: 01/17/2025

  It's been over 40 days now and I have no title. I got a one time extension for the registration. They stopped communicating two weeks ago Because they have no intention of sending me the title. Can you have somebody call them please? And call me on ************

  Customer Answer

  Date: 02/13/2025

  The Virginia dealer license board has determined they have gone out of business so I'm screwed

• Initial Complaint

  Date:10/17/2024

  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.

  I bought a 2007 ******** from this business on August 20, 2024. They shipped it to my home in ************** and immediately after taking possession of the vehicle, it threw a check engine light. One day later, the car stopped abruptly in the middle of the road while I was driving it. I took it to a mechanic who required over $700 in diagnostics, and determined it was an electrical issue. At the time, I agreed to a partial settlement in which this business paid me $300. I was under the impression this was a mishap and the vehicle would not have recurring issues, which is why I accepted their $300. Then, between September and October of 2024, the vehicle has died a total of 3 more times, each either being faulty electronics, the anti-theft system, or the battery. I paid another $750 for another diagnostic report, which concluded that this dealership installed faulty-aftermarket parts on the vehicle that were not coded properly to the vehicle, and the vehicle activates its antitheft system. The business offered for me to ship the vehicle back to them and they would "fix everything," but given the condition of the vehicle upon shipping it to me, they have proved to be untrustworthy. They will likely rebut this complaint by saying I bought the vehicle "as is," which is true, but that does not legally cover them completely. I know this because I am a lawyer. As is conditions cannot be used to conceal fraud, which is pretty evident given that the car has barely been driven and died in the middle of traffic, potentially causing me substantial injury. Not only that, but "as is" does not apply to the implied warranty of merchantability, meaning that a car should perform as, well, a car. Most people would not expect a car that was just purchased, which had just over ****** miles, would abruptly die in the middle of the street and three separate times. That's not a merchantable good under the ***. I have grounds to sue them and they refuse to remedy their faults.

  Business Response

  Date: 10/22/2024

  To Whom It May Concern,
  
  We are addressing the complaint submitted by the customer regarding the purchase of a 2007 ************* from our dealership on August 20, 2024. We would like to present our defense based on the following key points:
  
  1- As Is Sale Agreement:
  The vehicle was sold under an as is agreement, which was clearly communicated to the customer. The paperwork, including the BUYERS GUIDE, was mailed to the customer, providing ample time to review and understand the terms before signing. The BUYERS GUIDE explicitly states potential defects that may occur in used vehicles, and the customer acknowledged this by signing the document.
  
  2- Warranty Offer:
  To ensure the customers peace of mind, we offered an extended warranty at the time of purchase, which the customer declined. This warranty would have covered future issues, providing additional protection beyond the as is terms.
  
  3- Post-Purchase Support:
  Upon being informed of the initial issues, we promptly offered a partial settlement of $300, which the customer accepted. This gesture was made in good faith to assist with the diagnostic costs. When further issues were reported, we extended an offer to have the vehicle shipped back to us for a thorough inspection. The customer declined this offer, which limited our ability to address and rectify the problems directly.
  
  4- Allegations of Fraud and Implied Warranty:
  The customer suggests that the as is condition does not cover fraud or the implied warranty of merchantability. We firmly deny any fraudulent activity. The vehicle was sold in good faith, with all known conditions disclosed.
  The implied warranty of merchantability typically applies to new goods. In the case of used vehicles sold as is, the buyer assumes the risk of any defects. The customer was fully aware of this risk, as indicated by their signed acknowledgment.
  
  5- Aftermarket Parts and Diagnostics:
  The customer claims that faulty aftermarket parts were installed. We have no record of installing such parts and would have addressed any legitimate concerns had the vehicle been returned to us for inspection.
  The customers refusal to allow us to inspect and repair the vehicle undermines their claim of our untrustworthiness. 
  
  6- Vehicle Inspection:
  The vehicle passed the Virginia safety inspection and emissions test before the sale, indicating it met all required standards at the time of purchase.
  
  In summary, we believe we have acted in good faith throughout this transaction by providing clear communication, support, and fair offers to address any issues. While we regret that the customer has encountered difficulties, we stand by the clarity of the as is sale terms, which were mutually agreed upon by both parties.

  Sincerely,

  Virginia Fine Cars LLC

• Initial Complaint

  Date:08/19/2024

  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.

  Subject: Urgent: Issues with 2005 Jeep Liberty Purchased on 08/09/2024 I am writing to formally address several issues with the 2005 Jeep Liberty I purchased on August 9, 2024. At the time of purchase, I was assured that the vehicle had passed Virginia inspections and was roadworthy. Additionally, I inquired about Maryland inspection requirements and was informed by an agent that the control arms might not meet the standard. The agent offered to replace the control arms for $116 and deliver the vehicle to me by the beginning of the following week.However, the vehicle was not delivered until Friday, 08/16/2024 at 11:41am according to our ring camera a full seven days after the purchase date. When i returned home at 4:36pm, I noticed several immediate issues: the car was stalling repeatedly, the check engine light was illuminated, and the gas light was on. Furthermore, the odometer indicated 60 miles more than at the time of purchase. Additionally, there is an unusual metal rubbing noise from the front end where the control arms were replaced.Despite attempts to contact the agents, I have received no response, and I am currently unable to drive the vehicle as it is not operational. The agents had previously instructed me to return the vehicle, but given its current condition, this is not feasible.I request your prompt assistance in resolving these issues. Please advise on the next steps for addressing these concerns and arranging for a suitable resolution.Thank you for your attention to this matter.Sincerely,****** ********

  Business Response

  Date: 09/19/2024

  Dear *** ********,

  
  Regarding the issues you have encountered with the 2005 Jeep Liberty purchased on August 9, 2024, we take customer feedback seriously and appreciate the opportunity to address your concerns.
  

  First and foremost, we would like to clarify several key points regarding the sale of the vehicle:
  Virginia State Safety Inspection: The 2005 Jeep Liberty underwent a thorough Virginia State Safety Inspection prior to the sale, confirming that it was roadworthy at the time of purchase. This inspection ensures that vehicles meet specific safety standards, and we maintain records of all inspections conducted.
  As-Is Sale Agreement: All our sales are conducted on an "as-is" basis, as explicitly stated in the buyer's guide and the arbitration documents you signed at the time of purchase. This means that the vehicle was sold without any warranties, and the responsibility for any future repairs or issues lies with the buyer.
  Customer Inspection and Test Drive: We encourage all customers to inspect and test drive vehicles before finalizing their purchase. This opportunity was given to you too. You took the time to review the Jeep Liberty and test drive it, confirming your satisfaction with its condition prior to completing the sale.
  Delivery Timeline: The slight delay in delivery from the expected timeframe was due to logistical challenges associated with the transport company. As we do not directly control the scheduling of these transport companies, there can be variability in pick-up and delivery times, which is unfortunately beyond our control.
  Documentation: Attached to this response are copies of the Inspection, buyer's guide and arbitration documents, which include your acknowledgment of the as-is sale and the understanding that the vehicle was sold following the Virginia State Safety Inspection.
  Regarding the issues you reported post-delivery, such as the vehicle stalling, check engine light illumination, and the noise from the front end, it is crucial to understand that these concerns may arise after the sale and are reflective of the vehicle's condition after it leaves our premises. We recommend seeking a qualified mechanic to diagnose and address these issues.
  We regret any inconvenience this situation has caused and emphasize our commitment to customer service.
  While we cannot assume responsibility for issues that arise after an as-is sale, we are here to assist you in any way we can within the bounds of our policies.
  If you have any further questions or need assistance, please do not hesitate to reach out.
  
  Best regards,
  Virginia Fine Cars

• Initial Complaint

  Date:02/14/2024

  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.

  I was sold a vehicle which the registration doesnt match the make and model of the car. And now the car is leaking oil and thats more repairs!!!

  Business Response

  Date: 03/05/2024

  To whom *** it concern:
  
  Thank you for notifying us of the complaint made by ************************* regarding her purchase of a 2008 *** 335 on 08/27/2022 which it was almost 2 years ago . We appreciate the opportunity to address her concerns through the Better Business Bureau.
  
  Firstly, we would like to emphasize that we sold the car to **************** on an "AS / IS" basis. This means that the vehicle was purchased without any warranties or guarantees. As stated in our sales agreement, it was the customer's responsibility to thoroughly inspect the car and make an informed decision prior to purchase.
  
  While we sympathize with ******************** frustrations, it is important to note that due diligence is crucial when buying a used vehicle. We encourage all customers to thoroughly inspect the vehicle, conduct a comprehensive test drive, and consider obtaining a pre-purchase inspection from a trusted mechanic.
  
  As we are unable to predict the future performance of a vehicle, it is not uncommon for used cars to experience issues after purchase. Any repairs or maintenance that *** be required after the sale are the responsibility of the buyer and are not covered under our "AS / IS" policy.
  
  Once again, we appreciate the opportunity to respond and resolve this dispute. Please do not hesitate to reach out if you require any further information or have additional questions.
  
  Sincerely,
  
  ****
  Sales Manager 
  Virginia Fine cars
  ************
  

• Initial Complaint

  Date:09/05/2023

  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 a used car from this dealership in June 21,2023 under the impression the car passed state inspections because of a rebuilt title. The dealer told me in an email and on the phone the car passed state inspections and emissions for Virginia and California. After getting the car here to Georgia, it has had mechanical problems that I have paid to have fixed, and it has failed the state inspections as well. I have spent an additional $3000 on this car for my daughter after explaining to this dealer it was important that it was in good shape. Now i have a car I can not get registered and I'm out a whole lot of money. I am willing to take a loss on my maintenance cost, but I would like a refund immediately. I have a car I can do nothing with.

  Business Response

  Date: 10/02/2023

  good afternoon.

  In response to this complaint, we would like to bring to your attention that the buyers purchased this car with a Salvage Title being aware of the collision. They were provided with the vehicles ****** report that exactly shows what the car has been through. We bought the car from ******, and once it passed all necessary inspections, we advertised it for sale. We do not take cars apart once we buy them to see what is missing inside. We go by the ****** reports provided to us and in return provide what we know to the buyer.  Nothing was removed or covered up by us once we purchased the car from ******. Again the buyer was provided with all the reports and they bought the car being fully aware of the salvage condition.
   
  We would never jeopardize our reputation and business by covering up issues or hiding damages. We also can not take cars back and issue a refund once they have been sold especially when the buyer bought the car being fully aware of its salvage title.
   
  Sincerely,
  VFC Management
  
  WWW.VIRGINIAFINECARS.COM
  25354 PLEASANT VALLEY RD UNIT 135
  CHANTILLY
  VIRGINIA 20152
  FAX : ************

  Customer Answer

  Date: 10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Iwould like to see in writing and dated what inspections this vehicle has passed.  The dealer stated it has passed virginia and California inspections.  Where is the proof because the dealer stated the inspection paperwork would come with the car and it did not.  The rear passenger wheel was melted, you started you would order a new one from the dealer.  This is false advertising and i want a refund.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:04/17/2023

  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.

  My college-age son bought his first used car from Virginia Fine Cars in late Oct. 2022, when he could not find anything locally, and was assured numerous times that it was in “excellent working condition”. It had low mileage, looked clean and cared for in the photos, and he did his research on the engine and reliability and felt it was a solid choice. Unfortunately, the car was delivered with many significant issues including: • A broken driver’s side mirror, • back automatic window did not work • needed all new brakes and rotors • rear brake caliper was seized • rear tire had a slash in it • all four tires were dry rotted and need to be replaced. • AC did not work The dealership would not take our mechanic’s word for it, and insisted on towing it back to their location (four hours round trip) to address the problems. We had already bought a replacement mirror which they did not reimburse us for. While we give them credit for addressing these problems, the experience was very disappointing and also very concerning because clearly, they had never had a mechanic inspect or drive the car before selling it to my son. This made us worry about what else we might discover. Sure enough, we then discover that the AC also does not work, and now three months later, my son just found out that the transmission needs to be completely rebuilt to a tune of $3600. We reached out to the dealer to notify them of yet another major problem, and their response was “there was no way they could know” that the transmission was shot. Once again they would not rely on our mechanic’s assessment, and told us we would have to drive the car (with a faulty transmission) back to them, 2 hours each way and pay them to fix it. This would also result in an overnight stay in order to wait for the repairs. Not an adequate solution to an already very frustrating and disappointing experience. This car should never have been on the lot or at least should have been carefully inspected before it was sold. As you can tell it was not in "excellent working condition" and I have to documentation to support this. I hope this warning helps someone else. I have additional documentation if needed.

  Business Response

  Date: 04/25/2023

  TO WHOM IT MAY CONCERN,

  WE RECEIVED THE BBB COMPLAINT FILES BY *******************. SHE PURCHASED THIS 15 YEARS OLD VEHICLE IN AS IS CONDITION. A MONTH AFTER THE PURCHASE , SHE COMPLAINED ABOUT A VARIETY OF ISSUES, AND AS WE STRIVE TO PROVIDE EXCELLENT CUSTOMER SERVICE, WE MADE ALL THE REPAIRS ON ACAR SOLD IN AS IS CONDITION AND DID NOT CHARGE HER. NOW, ALMOST 6 MONTHS AFTER THE PURCHASE, SHE IS CLAIMING THAT THE TRANSMISSIONM HAS PROBLEMS. AGAIN, THIS CAR IS 15 YEARS OLD BUT HAD PASSED ALL VA INSPECTION REQUIREMENTS AT THE TIME OF SALE. WE CANNOT ISSUE A REFUND FOR A CAR THAT HAS BEEN DRIVEN FOR ALMOST HALF A YEAR BY THE CUSTOMER WHEN WE SOLD THE CAR IN EXCELLENT CONDITION TO THEM. THIS IS AN INVALID ABD BASELESS COMPLAINT TO US AND CONSIDERING THE TIME AND MONEY WE HAVE SPENT TRYING TO MAKE HER HAPPY, THIS TRANSACTION HAS BEEN A FINANCIAL LOSS TO US. HENCE, WE ARE NOT ABLE TO PROVIDE ANY FURTHER SERVICES TO THE CUSTOMER.

  SINCERELY,

  VFC MANAGEMENT

  I ATTACHED SOME DOCUMENTS THAT SHOWS THE REPAIRS WE'VE DONE WITH NO CHARGE. AND ALSO THE VIRGINIA BUYERS GUIDE,

  Business Response

  Date: 04/27/2023

  TO WHOM IT MAY CONCERN,

  WE RECEIVED THE BBB COMPLAINT FILES BY *******************. SHE PURCHASED THIS 15 YEARS OLD VEHICLE IN AS IS CONDITION. A MONTH AFTER THE PURCHASE , SHE COMPLAINED ABOUT A VARIETY OF ISSUES, AND AS WE STRIVE TO PROVIDE EXCELLENT CUSTOMER SERVICE, WE MADE ALL THE REPAIRS ON A CAR SOLD IN AS IS CONDITION AND DID NOT CHARGE HER. NOW, ALMOST 6 MONTHS AFTER THE PURCHASE, SHE IS CLAIMING THAT THE TRANSMISSIONM HAS PROBLEMS. AGAIN, THIS CAR IS 15 YEARS OLD BUT HAD PASSED ALL VA INSPECTION REQUIREMENTS AT THE TIME OF SALE. WE CANNOT ISSUE A REFUND FOR A CAR THAT HAS BEEN DRIVEN FOR ALMOST HALF A YEAR BY THE CUSTOMER WHEN WE SOLD THE CAR IN EXCELLENT CONDITION TO THEM. THIS IS AN INVALID ABD BASELESS COMPLAINT TO US AND CONSIDERING THE TIME AND MONEY WE HAVE SPENT TRYING TO MAKE HER HAPPY, THIS TRANSACTION HAS BEEN A FINANCIAL LOSS TO US. HENCE, WE ARE NOT ABLE TO PROVIDE ANY FURTHER SERVICES TO THE CUSTOMER.

  SINCERELY,

  VFC MANAGEMENT

  I ATTACHED SOME DOCUMENTS THAT SHOWS THE REPAIRS WE'VE DONE WITH NO CHARGE. AND ALSO THE VIRGINIA BUYERS GUIDE,