Complaints

This profile includes complaints for Carter Myers Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carter Myers Automotive

  100 Myers Dr Charlottesvle, VA 22901-1166

  
• 

  Carter Myers Automotive

  PO Box 7823 Charlottesvle, VA 22906-7823

  

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:08/30/2025

  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.

  We bought a new Kia ********* and had issues on the way home. At first the service depart blew the issue off and told my wife she just needed to drive it so the sensor could calibrate. we took it back 3 more times and it is still not fixed. They still have my new car and have had it 35 straight days for a total of almost 40 days and we have only owned it for about 45 days. I have made a payment on a car that is not in my drive way. They claimed they fixed it, but when we picked it up, it still had issues. The manager told me he was working on a swap but has not called me back. i had to call them because the service department never reached out. *** and coionial *** only care about making money!

  Business Response

  Date: 09/05/2025

  I am writing in response to the complaint submitted by Mr. **** ****** regarding the **** (Tire Pressure Monitoring System) issue with his recently purchased 2025 *** ********* from **** Colonial ****
  

  We certainly understand Mr. ******* frustration, and we sincerely regret the delay in resolving this issue. Due to parts availability and scheduling challenges, it did take us over a month to fully resolve the problem. Throughout the process, I maintained open communication with ********** speaking with him on several occasions to keep him informed and express our continued commitment to resolving the matter to his satisfaction.
  

  To demonstrate goodwill and acknowledge the inconvenience, CMAs Colonial *** paid Mr. ******* first monthly vehicle payment of $********* addition, we offered a Substitution of Collateral  providing Mr. ****** with the opportunity to exchange his vehicle for another 2025 *** ********* of the same trim level and color. Mr. ****** declined this option at the time, stating he was working directly with *** Consumer Assistance in hopes of reaching a resolution through them.
  

  Despite his decision, I informed Mr. ****** that I would move forward with a dealer trade to secure an identical vehicle, should he reconsider. On August 25th, I left Mr. ****** a voicemail letting him know that the replacement vehicle had arrived and that I would hold it for a couple of weeks in case he wished to proceed with the substitution.
  

  In the meantime, the original TPMS issue on Mr. ******* ********* has been fully repaired. We are currently awaiting Mr. ******* return to the dealership to retrieve his vehicle at his convenience.
  

  CMAs Colonial *** has acted in good faith throughout this process, making every effort to ensure Mr. ******* satisfaction. We remain committed to providing him with continued support, whether he chooses to take the repaired vehicle or reconsider the collateral substitution option.
  

  Thank you for the opportunity to respond. Please feel free to contact me directly if any further clarification is needed. 

  ***** ****** - Colonial ***

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealership did not stay in contact with us, we had to push to communication.  They also told me it was completely repaired but it still did not function properly, now I submitted this complaint, they finally changed a part and called yesterday saying it was repaired. We were treated poorly and lied to saying it was fixed, if that was the case, why did they change another part after the BBB complaint
  

  we will pick this car up today as we are still waiting on *** customer care to contact us.  When we call, we simply get the response we are working on your order

  I would the dealership to buy this car back from me to make us whole  

  Regards,
  
  **** ******
  
  
  
  

  
  

• Initial Complaint

  Date:10/24/2023

  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 have had terrible experiences with Carter Myers Automotive *******************. I had catalytic converter engine codes on my vehicle in May and went to replace that bad parts under warranty. ********* did not want to replace catalytic converter at that time and told me to ignore the engine codes and they would go away by the next oil change. The codes came back immediately but I listened to CMA service professionals and didn't address it immediately. The truck started having very bad performance issues to the point where it was almost undrivable. I dropped the truck back off on 10/20/2023 with the catalytic converter engine codes never going away. The dealership was still very reluctant to replace catalytic converter which was under warranty. I have dropped my vehicle off at this dealership 5 times in the last 10 months and not one time have they had a loaner vehicle available. When I dropped off vehicle on 10/20/2023 I agreed to a 2 day rental car as they told me the vehicle would be ready by 10/22/23. It is 10/25/23 and they do not have any timeline for fixing the vehicle. The dealership is requesting that I pay vehicle rental while they wait to fix part that gave engine codes and I requested to be fixed at last appointment. This is unreasonable to request me to pay for rental when they made mistake and did not replace faulty part when issues first arised with part.

  Business Response

  Date: 10/30/2023

  On October 20, 2023, **************** brought his vehicle back to the service **** with the check engine light on. The vehicle had ****** miles at check-in. It was diagnosed that the vehicle needs a catalytic converter. We have ordered the part from ***** with no ETA as to when the part may arrive.The part will be covered at no cost to the **************** because it is under warranty. At the time, **************** requested a loaner vehicle, however, we had none available at that time. We advised **************** that when a loaner vehicle would become available we would contact him. We did call **************** on the morning of October 25th to let him know that we do have a loaner and would be willing to swap him out of his rental. We also offered to help cover a portion of the rental vehicle he has been driving.

  Thank you,

  *************************, General Manager

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  The part should have been swapped under warranty months ago when I first took it in with corresponding engine codes. The whole reason for the rental was the dealership not doing their job to begin with.Saying you will pay for a portion is intentially vague and misleading.

  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  Date:03/20/2023

  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 purchased a new 2022 *** *** in ******* in May 2022 for $57,000. My current payoff is $47,000. I applied to the *** Colonial *** website (in ********, **)to request a used car sale offer from *** Colonial *** for my *** in that I wanted to trade it in for a *** ****** was provided a direct offer from *** Colonial *** for $45,693 (via email Reference: EX5952808)When I got to *** Colonial *** today to execute the trade in, I was told that my *** was worth only $38,000.When I showed them the offer they sent me via email, they reached out to other dealerships, but the offer never went above $38,000.There are two issues here:One, they bait-and-switched their used car offer of $45,693.Two, *** is currently selling a car that loses 40% of its value in 10 months.What a deplorable corporation and dealership to do business with -

  Business Response

  Date: 03/27/2023

  We are sorry we were not able to meet the online estimate you received. Our online tool is meant to give a good estimate that requires an in store confirmation.Unfortunately, the ** market has seen dramatic swings and that is not possible in your case. Our manager, ***********************, did shop the vehicle extensively and we would like to extend an offer of $41,000 based on his findings.

  Sincerely,

  ***************, General Manager

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I do appreciate your considerations, the offer of $41,000 is still lower than the offer of $45,600 per your website. Perhaps, you could honor your website's offer for this transaction and update your website to read (this is an estimate only) going forward. Otherwise it's misleading advertising.

  Kind regards,
  
  *********************************