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:04/04/2025

  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 purchased my 2019 ecoboost Mustang from certified car center in January 20, three days later my check engine light turns on and shoots a po420 code and I also noticed that the left pigtail for my turn signal was missing and was not connected to the turn signal light which is very dangerous, I contact them and they tell me to bring the car to the shop which is 2 hours away from me. I go there and Jr ******* comes and helps me and tells me hes going to take it to his mechanic which he didnt he just came out with a code reader and Erased the code!!! He did not do anything to help me and it ignored the problem. He told me if the car check engine light turns on again to contact the dealer in which I did the same day because 1 hr into the drive back home it turns on. I call and tell him it turned on again and he tells me hes going to call me back and see what the mechanic can do. I waited a whole week and after that I called them again he told me he will tell he his mechanic what he can do about my faulty catalytic converter. Then I mentioned that my pigtail on my turn signal light was missing and he ignored it and he said he will have his mechanic do something about it which they never did and never called me back till this day. The following days I noticed the following days that rear bumper clips were all broken and the bumper was just glued on which the dealer ****** *** did not disclose to me. Now I dont know what to do with the rear bumper. Then after many failed attempts of contacting the dealership I went to a local mechanic for the repairs and when I did the mechanic told me that the car was in accident and it had frame damage in the driver since engine bay. I was never told about no frame damage during the sale. I would like to receive help and get my money back because this is outrages and a month in the ac stopped working and I had to pay out of pocket recently because I knew they wouldnt help me out. I would like to receive help from this dealership

• Initial Complaint

  Date:05/31/2024

  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 2015 **** Focus from Certified Car Dealer about two months ago, and the car has consistently had issues since then. The most significant problems have been with the transmission. When I took it to an authorized **** dealership and other repair shops, they informed me that there was also an oil leak in the timing cover. Along with the transmission issue, they estimated the repair costs to be around $7,000, which is almost the same amount I paid for the car ($8,000).The general manager, ***, offered to fix everything for $3,500, but I declined because this amount is nearly half the price of the car itself. Additionally, the dealership refuses to accept a return of the vehicle, even though they sold it to me with a warranty that should have covered these issues. This situation has been extremely frustrating and disappointing, as I expected better reliability and service from both the car and the dealership.

• Initial Complaint

  Date:05/01/2024

  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.

  This business sold me a car as is but sold it to me with no headlights working and the right headlight was no headlight and the whole inside encasing was busted I had to pay $1,500 out of my pocket to pay the bill they never informed me of that issue when I bought it

• Initial Complaint

  Date:07/08/2023

  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 2010 *** **** from this dealership. Prior to purchasing the vehicle it was determine d by ***************************** that the vehicle steering wheel switch needed to be replaced. It was written in the sales document that Certified Car Center would replace the switch. I went there in April and the switch they purchased did not fit the car. I sent an email to ***************************** and he never replied. I spoke to the manager **** and said he informed me I have to fix it on my own because I don't have any integrity.

• Initial Complaint

  Date:05/03/2023

  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 purchased a 2010 ***** * from Certified Car Center, Inc. (CCC) on April 13, 2023. The next day, I had a mechanic perform an alignment. During that work, the car's check engine light came on. The mechanic informed me the car had a bad O2 sensor and that the car's computer had been cleared 3 miles prior. CCC offered to replace the O2 sensor. I picked the car up the following day (4/15) and attempted to drive it back to my home in NC. Around 30 miles from the dealership, a transmission warning light began flashing. I communicated this to CCC and attempted to keep driving to get home since no warning lights were permanently on. However, about 150 miles from the dealership, the check engine and transmission warning lights came on and stayed on. A 24 hour mechanic read the fault codes and suggested I get the transmission flushed and take the car to a Mazda dealership. I was forced to stay in a hotel that night in South Hill, VA. The next morning (Sunday, 4/16), there were no open mechanics able to perform the transmission flush. I drove the remaining 80 miles to a ***** dealership in Durham, NC. The ***** dealership diagnosed the vehicle with a faulty TCM. At that time, I requested reimbursement from CCC for the quoted repairs and received some indication they would provide it. I had the dealer perform the repairs in hopes it would resolve the car's issues. It did not. Upon retrieving the car from the dealer on 4/25, we found that it had a leak in the windshield and the transmission is still in need of repair. We would like CCC to take the vehicle back and refund us our money plus the cost of repairs: $11,452.14. Among many reasons, our main justification for this request is evidence that the condition of the car was willfully misrepresented by clearing the cars computer prior to the independent PPI. They are unwilling to offer more than $450. We also wanted to make BBB aware that they inaccurately advertise having an A+ rating. Please see attachments for more detail.

  Business Response

  Date: 05/30/2023

  ********************************* purchased the said vehicle in "AS IS" condition with an implied warranty presented to him with zero cost.  Yes we did offer him a $450 one time good will refund.  Keep in mind that he performed a PPI (Pre Purchase Inspection) at a shop of his liking.  We are welling to give him a $900 refund towards the repairs he performed once again at the shop of his liking. 

• Initial Complaint

  Date:11/16/2022

  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.

  On October 8,2022 I went to the dealership and financed a vehicle(2010 ***** *****) listed for $17,895..Since the vehicle was purchased in Va. it was inspected(passed),but I live in Maryland and it failed due to window tint on front driver and passenger window..No worries..After maybe 3 weeks later the steering began to tremble during highway speeds around 50mph..I took it to the local ***** dealer for oil change and tire rotation and they performed a courtesty check and found several leaks and some defective frontend parts..Since the vehicle had a 3 month warranty I called the dealership about the problem and was told that their mechanic can repair it at a faction of the cost. I agreed to let them do it.I have not been able to reach the owner or salesperson since. They refuse to return any of my calls or emails. In review of the contract, I noticed that they also increased the sale price of the vehicle by additional $1000 and changed it from 3month warranty to "as is"..No way would I have agreed for a 'as is " for a asking price totaling over $25,000. I believed that the contract was fraudent and they are trying to avoiding the warranty..I seek a refund and wish to return the vehicle..I will be contacting the Attorney General of Virginia and Maryland 

  Business Response

  Date: 11/28/2022

  ************** did purchase the 2010 ***** did purchase the vehicle in "AS IS" condition, however he had a service contract which he can use.  His vehicle is currently at our shop and being repaired as I am responding to his complain.  

• Initial Complaint

  Date:11/01/2022

  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.

  Hello!
  On 8/19/22 …. I purchased a 2005 ***** *** from Certified Car Center, totaling 6,560.00.
  On 8/19/22 I gave a $1000.00 deposit to my sales person Julio
  (###-###-####) Cell (###-###-####)
  I was told before giving the deposit that there was a few things wrong with the car and Julio PROMISED me the things would be fixed. He explained to me that the vehicle wouldn’t pass inspection or emissions until he got those items fixed which was, Front brake both front and lower control arm, Top engine mount power steering rack pinion leaking. Julio kept the car for repair and 4 days called to day it was ready and everything had been fixed.
  After continuing the sale, a week later I’m out of power steering fluid. I took it and had it filled up, a week later I was out of power steering fluid again.
  I proceeded to take it to an auto shop in which I was charged $75 to be told it’s leaking, the power steering rack pension is gone and I would need a new one in which would cost me $1,385.00 to get a new one from *****.
  The maintenance would cause an additional $600.00.
  I told Julio and voiced my concerns,
  His response was we can do it cheaper than that we can do it for $975.00. I share it with him this is work that you promised me would be done before I made a final purchase on the car you called me and told me the work was done I purchased a car hit me some paperwork and of course most of the paperwork is AS IS. I share with him that I had been saving and saving for a car and was even able to borrow $1000 from my daughter to help with the purchase of the car I don’t have any more money. He told me the car will be fine just keep putting power steering fluid in it every time I put gas in it and that was in the conversation. So as it turns out now my car is in a local shop simply because I couldn’t trust him from the beginning so why would I take a car back there pay him an additional $975.00.
  $2,255 is what I had to pay out of pocket for the Rack Pinion repair.

  Business Response

  Date: 11/28/2022

  ** ******* purchased the car in an "AS IS" and the items that were promised were all done.  we sold her car with a passed Virginia Inspection and the fact that her car has issues we were going to address those based on our "Good Will".  If she don't trust our shop and wishes to fix on her own it is her choice and we can't stop her. 

  Customer Answer

  Date: 12/01/2022

  [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:They are lying to you. I have a copy of the paper that Julio said was wrong with the car and if I put a deposit down on the car, those things would be taken care of before I purchase the car. He called four days later to say that the car has been inspected. Emissions have been done, and the work has been done because it wouldn’t even pass inspection from what I’m told until the work was done. So when he said that the inspection had been done, I just believed that the work has been done as well in order for it to pass inspection. At this point, I’m under the impression that money was paid under the table for that inspection because when I took it to the shop, I was told there was no way this car should’ve passed inspection  all the things that was on the paper he gave me. None of it was completed there a line so upon me believing that the work was done on a car that’s when I paid the rest of the money which was $7000 for the car and then the paperwork start shooting out. The machine ass is ass is ass is for me to sign . I signed all the paperwork because I’m purchasing a car that I thought was taken care of in terms of the maintenance that needed to be done on the car. They just don’t want to be held accountable upon taking his car to the shop in which I have paperwork and end up costing me $2700 to get the car fixed instead of  the price that I quoted earlier in my letter. These people at this dealership are lying. He knows as God is my witness. He told me what was wrong with the car. He told me he would have it fixed. I need to put a deposit down on a car in order to hold a car because several other people was looking at the car. I put down $1000 deposit in four days he called back to say the car was ready, and the work was never done. 
  Let’s make this make sense… why would I spend $7,000.00 on a 2005 vehicle has is?! I was told what work needed to be done before buying it and I was assured my Julio that the work would be done and was told four days later when he called me that the work was done. U have the text messages from him as well!! 
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 May, 17, 2022 I took a check of $9,427.02 to purchase a 2005 ****** ******. Not even a day went by when the check engine light came on. I took the car to get checked and the car was diagnosed with the following codes *****, *****, ***** which are the catalyst system efficiency and evaporative emission system. I took my car back to the dealership to get repaired. However, no repairs are made. The dealership kept telling me to bring it in since I had a 3-month warranty. I brought it on May 25, 2022 & June 17, 2022. The next day, the check engine light came back on with the same issue. Again, on August 15, 2022, the check engine came back on with the same issue. I am fed up with the poor service of this car dealership. I keep losing time from off from work to take it to get repaired. I have taken the car numerous times to get repaired and the car is never repaired. I lose quality time that I can be spent with my kids. I also overpaid to register this vehicle and spent money on other things for this vehicle. Nothing has been done to repair my vehicle and they have been very unprofessional. I would like a full refund!

  Business Response

  Date: 09/27/2022

  this vehicle was sold to customer in an "AS IS" condition, we did fix those issues based on our GOODWILL agreement.  We have tried to address all issues and at this point we are done addressing any further issues for free.  The customer has to maintain his car at his own expense.  We do not provide life time warranty. 

  Customer Answer

  Date: 09/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

  I understand I purchase the vehicle AS IS. However as my car was covered under 3 month warranty

  I have proof text messages from their salesman Julio H************ stating it's covered because they were already working on it and also I have prove of receipt that I paid for them to register my car and they haven’t done so .This wouldn’t be a issue if my vehicle was properly fixed and my registration was done. This is also a safety issue and is putting two small children at risk for injury. At this point I don’t trust your services department I’m more then glad to take it to a different shop and send them the invoice of this matter and if they don’t plan on register my vehicle ASAP including any late fees under the District of Columbia DMV I would  like a refund of the registration fee I already paid for in the amount of 350.00 AGAIN MY TAGS ARE EXPIRED DUE TO THE DEALERSHIP FAILURE TO REGISTER IT