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Business Profile

New Car Dealers

Malloy Ford of Charlottesville

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 5 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:03/23/2025

    Type:Product 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 sold my 2022 Red C8 Corvette to Malloy **** Charlottesville on January 25th 2025. The associate who handled the transaction was ****** ****. I was told I would receive my check from the Sale after my title was received from *************** ************** sent the title to Malloy in February but I keep getting the run around when I contact Hakiem regarding when i can pickup my check for approx 36K! Malloy **** has already sold the Corvette, so where is my Money? Clearly they didnt need the title to resell the vehicle. This totally unacceptable and my attorneys will be contacting the dealership if this is not resolved shortly.

  • Initial Complaint

    Date:03/22/2025

    Type:Product 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.
    Zero stars ought to be an option for Malloy ****. After our ****** Yaris was totaled by a deer, I spent a couple of weeks looking up cars online, driving for hours all over ********, and unfortunately wound up at Malloy **** to see a 2017 **** Festiva, which had only ****** miles. It was advertised as being sold by Malloy in Charlottesville, but when I arrived at the dealer after making an appointment to see the car, I was told that the car was not there, but was at their ********** location. The salesman, ****** ****, said they could have the car in Charlottesville the next day. I was really burned out from the car shopping , and our rental car was due back the following day, so I agreed to buy the car. The salesman included an extended **** warranty which was never discussed or explained. They had us signing papers without ever giving us the option to accept or decline it. Three days later the check engine light came on. I called Hakiem and had to argue to get a loaner car while they fixed the problem. They acted as if they were doing me a favor, and gave me a car with a three year old expired inspection to drive. Only three weeks after the purchase, I noticed that the paint surrounding the rooftop antenna was pealing off, and the metal around it was rusting! I went to the dealer and showed them, and was told there was nothing they could or would do. Hakiem said many ****'s from 2013 to 2017 had corrosion problems. Apparently the fact that **** vehicles **** was supposed to make everything better. To make matters worse ****** **** said "the best I can do is offer you a free tube of black touch-up paint." We paid $12,200 for this car, several hundred over ***** Blue Books high retail value. I should have researched this before buying, but considering the price, I expect to be treated with respect, not insulted by being offered a tube of paint. I can see why Malloy has an F rating on BBB.

  • Initial Complaint

    Date:01/07/2025

    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 purchased a **** Maverick truck from Malloy **** in Charlottesville, ** on 10/7/23 and purchased optional ************* for $900 through the dealership. This auto loan through ************************** was paid in full on 10/1/24. I've been in contact with the financial manager at Malloy **** about getting a refund of the remaining ***, but keep getting excuses that they lost my paper work or get response to emails or phone calls regarding the matter. I initially contacted **** *****(Fianance Manager) on 10/22/24 and sent follow up emails on 10/28/24 and 11/4/24. Called **** ***** on 11/6/24 receiving no update other than they hadn't received my email. I stopped by in person on 11/12/24 to speak with ****. He personally scanned my paperwork and sent it off to their person who handles the *** refunds. Called again on 11/27/24 and spoke to **** *****. He claimed my paperwork was lost again and suggested to emailed it directly to the person who handles it only giving me this email, ********************************* Sent the paperwork to that email the same day. I sent a follow up email on 12/10/24 to both **** ***** and the gthomas email, received no response. I sent am email to the ** of the dealership on 12/17/24 and 12/21/24, received no response. I tried to called **** again on 1/3/25, left a voice mail, and have not gotten a response. When reviewing my sales contract, I found that there is not a company listed under who is providing the *** insurance. Only "***" is listed as the company name and I do not believe I was ever given the *** insurance contract.

    Business Response

    Date: 01/08/2025

    I am very sorry for the frustration that Mr. **** has had in trying to cancel his gap contract.

    It has been cancelled and the prorated refund amount from his initial request date is $715.90 and this is being mailed today.

    Let me know if there is any additional information needed.

     

    Thank you,

    **** *****

    Controller

    Malloy **********

  • Initial Complaint

    Date:12/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Me and my wife signed the paper work on our 2014 ***** accord two weeks ago they won't release the car until the lender funds the loan and they requested pay stubs the day of the sale which I gave them our job letters and west lake said that was fine they just sent that over on Wednesday of last week I was supposed to pick the car up on Friday November 30th and they are saying they won't release the car because the general manager wants the loan to be funded first.

    Business Response

    Date: 12/03/2024

    We have spoken to Mr. ****** and the misunderstanding regarding delivering his vehicle has been resolved. Mr. ****** assured me that he would rescind his action with the BBB. He is now in his new vehicle and a satisfied customer of ********************** ****.

    Customer Answer

    Date: 12/09/2024

    [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

    Regards,

    ******* ******



  • Initial Complaint

    Date:08/30/2024

    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.
    They were using false advertising to lure in people, only to tell them the event does not apply to them. Essentially a bait and switch tactic. There were no apparent additional stipulations to the deal besides it may not apply to other deals at the same time. I was willing to do my car trade, and then purchase the model I had wanted. Due to this though, a deal could not be reached as they would not honor their own special. The only reason they said they would not honor the special is because they said it would be disadvantageous to them or along those lines. I am not sure why they would even offer the event in the first place as that is bound to be a few cases. They should have added that they would not offer it for this years models cars, however they say even in the advertisement no matter what you are driving and no matter where you bought it. So that means it technically should apply to all years correct? I believe they should have honored their promotion during the period, and then made a correction after me. I have enclosed offers from other car companies. (Carvana) the *** value, and the snipet of their advertisement. Also they had offered me 27k for my vehicle(which would place the ~fair value according to ***). So I would have imagined they should have bumped it to ~32k due to their advertisement. I have also added the e-mail response saying why they would not honor their event for me.

    Business Response

    Date: 09/02/2024

    We have reviewed the offer in question, and it clearly states customers will receive "up to" $5000 over ***** Blue Book "fair" trade in value. The customer's trade is a vehicle that was purchased from us and our offer was very close to what he paid for it originally as well as being over KBB Fair Trade Value by the amount of $2228. This offer clearly falls in the guidelines of the stated advertisement. I am attaching the current KBB Fair Trade value we used for the assessment. 

    ********************* General Manager Malloy **** Charlottesville

    Customer Answer

    Date: 09/03/2024

    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.]

    Regards,

    *************************




  • Initial Complaint

    Date:04/03/2024

    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.
    July 11, 2022 My husband and I purchased a vehicle from this company. Since then the vehicle has been in an accident and we are needing information for the *** company to help process the claim. We have been reaching out to the company since February 12, 2024 and nobody will answer in the finance department nor does the paperwork that was given at the time of signing matches the paperwork given to the finance company. Even when someone does answer the phone they give the reason we will need to call you back and nobody ever does or they cannot find the paperwork.We have asked for the general manager to call as every single day this doesn't go solved it is costing money to the store the vehicle and finalizing the total out of the truck.

    Business Response

    Date: 04/03/2024

    I have forwarded **************** information to our office manager, *******.

    ************ should hear from ******* by Thursday (4th) afternoon to obtain the paperwork necessary to process the cancellation.

    I apologize for the lack of communication.

    *******************

    Controller

    Malloy Auto Group

  • Initial Complaint

    Date:03/13/2024

    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.
    Date of Transaction: January 27th, 2024. Picked up a car that was supposed to be fixed with transmission related issues. But when running the car for more than a couple miles the same issue that the dealer said they had fixed came back with an even bigger issue. The company has refused to give any call backs. The few callbacks they did give us were only after calling them mutiple times. Each time saying that they just had to have more time to resolve the issue or go higher up for fiancing. Two months now and they still have not given us the car back or even up dated us to what is going on. The problem got so bad we had to get another car and now are having to pay two car payments at the same time.

  • Initial Complaint

    Date:01/27/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Malloy **** offered a locked-in price on **** Maverick Hybrid. To lock-in the price I was told to provide a $100 deposit, which I did in September 2022.Malloy representatives explained that there was a backlog on orders for the car but it will arrive by April 2023.Through various salespersons and their managers,my wife and I confirmed in writing that the sale price for the Truck would be $31,040. This was done four or five times as the expected delivery date continued to be missed.Finally, the car arrived on or about January 26. The new representatives said the price of the car is now $36,860 minus a random $2,500 rebate leading to a new net pretax price of $34,360. In addition, Malloy added a Processing Fee of $799 (which was not included in any of the prior written, itemized quotes I was given).I am seeking help in compelling Malloy **** to sell the car to me at its contracted and three times confirmed price.I understand Malloys desire to sell the car for more than contracted to either me or to someone else but that is a violation of basic contract law and ethics.

    Business Response

    Date: 02/06/2024

    The customer has purchased a different vehicle from our dealership and to the best of my knowledge is satisfied with this outcome.

    Thank you,

    *******************

    Controller

    Malloy Auto Group

     

    Customer Answer

    Date: 02/06/2024

    [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

    Regards,

    *********************



  • Initial Complaint

    Date:05/11/2023

    Type:Product Issues
    Status:
    Resolved
    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 August of 2022 , I had my **** vehicle serviced at Malloy **** in ***** **. In late April 2023, they finally said that my vehicle was ready for pick up. Yes, they had it for 6/7 months. The issue was waiting for a part dealing with the steering rod. Six days after I received my car back the entire steering wheel console came completely OFF and was in my lap. Yes, I crashed. Yes, I'm grateful and lucky to be alive. They actually had the nerve to ask to buy the vehicle a few day later after the crash. I paid over three thousand dollars for them to fix the steering when I picked up my vehicle some months later. Next they offered four thousand dollars for my car. Again, this is after I just paid them over $3000 less than a week earlier to fix the problem. It took them days to even respond to the accident as I continuously called to find out what happened. My son went there less than 24hrs of the accident to determined what happened and to retrieve my belongings from the car. They told him that I would hear from them by the end of business in which it was days after. It has been weeks now and I still don't know what happened and they continue to ask to buy it. I am beyond annoyed, furious and just plain upset at their poor customer service. In which, I find to be lack lackadaisical as well as very disrespectful.

    Business Response

    Date: 05/18/2023

    We have repaired ****************' vehicle and refunded her the amount she paid to our dealership for the repairs.

    Thank You,

    Malloy Ford

     

    Customer Answer

    Date: 05/18/2023

    [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

    Regards,

    *****************************



  • Initial Complaint

    Date:04/01/2023

    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 purchased a used 2015 ******* Santa Fe Sport back in 12/22. This is the second purchase that my wife and I have made through *********************** of Charlottesville and both experiences were absolutely horrible. The vehicle we purchased had an aftermarket sunroof installed, I called the ******* Dealership and provided my VIN and they confirmed that this vehicle did not have a sunroof from the factory. When a sunroof is added to a car that was not designed to have one, it could weaken the structural integrity of the vehicle. I called Malloy right when I found out and they pretty much said not their problem. The second bit issue I had was we had a check engine light come on shortly after we purchased the car. It was still under the ***** mile 30 day warranty and they said bring it in and we will look at it. We brought the car in on 12/30/2022 and they said it was the catalytic converter needed to be replaced. They said they would order one and install it when it arrived. I called a few months later and they said the part was still on back order I confirmed with the used car manager that the time and took his word for it. Fast forward, I called in on 3/31/2023 to check on the part and they said they had no record of the part being ordered. They also said that the catalytic converter would not be something covered under the used car warranty. I spoke to the manager of the used car section (new manager) and he was extremely rude on the phone with me. Very short and really just said there was nothing he could do and hurried me off the phone and just hung up on me. I regret purchasing this vehicle from them and will never ever return for service or to purchase another vehicle. This is the second awful experience we have had and we will certainly not be returning. Malloy **** has certainly earned the BBB rating of D- that they currently have.

    Business Response

    Date: 04/11/2023

    In reply to case 19884725

    **************** will be contacted when the catalytic converter has been received and schedule an appointment to have it installed at no charge.


    *******************

Malloy Ford of Charlottesville is NOT a BBB Accredited Business.

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