Complaints
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/23/2025
Type:Product IssuesStatus: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.
In June of 2024, I purchased a used electric vehicle from this dealership. That purchase makes me eligible for a $4000 tax credit. When I submitted my tax return in march of 2025, it was rejected because the *** has no record of the vehicle sale. After some searching, this seemed to be a very common issue, as dealerships were required to submit the sale to the *** within 3 days of the sale, but many were not aware of that. The *** then updated their process to allow dealerships to submit sales from more than 3 days prior.Over the last three months, I have called Autos Direct over 70 times, left many voicemails, sent text messages, and emails, and the issue is still not resolved.I have spoken to many people about the issue. I have been told many times that someone will call me back, but they don't. I am told that they are in the process of addressing the issue, but it still has not been addressed. I have received zero calls from anyone at the dealership, even though I have left voicemails and messages with other people, or have had direct assurances that they would call me ********* is a rough timeline:March 23, 2025, I called them for the first time about this issue.Over then next few weeks, I called 20 more times.April 11, I was told that they had registered with the *** and were waiting to get a PIN so that they could access the *** portal and submit the sale. This would take up to 5 business days. They texted me so that I had their number and said they would call or text me once they got the PIN.April 14, I filed an extension for my 2024 taxes.April 25, I texted my contact at the dealership for an update. no response.April 30 - June 13 I call 50 ******** May, I'm told "it's been submitted. we have a document that we need to send you".I frequently check my *** account to see if that's true. it is not.June 16, They send me an email asking for my social security number. I give it to them.I have not heard anything since, despite following up.Business Response
Date: 06/25/2025
Customer has been contacted and documents submitted sent to customer. Advised it would take few weeks for him to see the credit
Thank you
Customer Answer
Date: 06/26/2025
Better Business Bureau:
I am now able to see my vehicle purchase listed on my *** account, and my tax return was accepted. As far as I can tell, this matter is resolved. If an issue arrises with my taxes related to this, then I can get back to you at: *********************************************************************************.
Regards,
****** *******Initial Complaint
Date:05/19/2025
Type:Product IssuesStatus: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 4/30/25, I purchased a vehicle from this dealership. The vehicle was listed as excellent condition ans NO issues. The day the vehicle was delivered I took it to my mechanic, who discovered that the vehicle had been falsely advertised. The vehicle has more than 15 things wrong with it, some very serious. The vehicle should not even be driven on the road in its current condition. It has more than 5K worth of UNREPORTED damage/repairs needed. This was fraud by this dealership, as none of these issues were previously reported to me before the purchase. I would never have purchased a vehicle in this condition! In addition, they stole $500 from me. I was charged $500 to have a shipping company pick up the car however, the dealership employees drove the car to my house themselves and I have witnesses to account to this. I was lied to and told the $500 was to cover the cost of a shipping company. I have reached out to the dealership but no one has returned my calls or messages. I believe this dealership has committed fraud and theft. Please assist me in getting my deposit back for this lemon. I have the certified estimate of damage/repairs needed from the mechanic shop that the vehicle is currently at and I will be happy to send that in as proof. Thank you so much!Business Response
Date: 05/28/2025
See attached invoice for the shipping company, customer can call the them ************************ to why the car was driven to her house and not on a truck. It was picked from our store on a truck. The cost was $400 and our dispatcher charged $100 to set the transportation. We sold the car with no issues therefore there will be no reimbursement
Thank you
Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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 March 22, 2023, I purchased a vehicle from Auto Direct of Fredericksburg (**********************************************************************************; ************). Neither verbally nor in writing was I informed of pre-existing severe structural damage, a fact only revealed upon attempting to trade the vehicle. The auctioneer specifically cited this structural damage in verbally the owner of Auto Direct stated that he was aware of the structural damage and told me that I did not have a case when I tried to rectify the situation with the dealership they wanted to put me in a 11-year-old car offer $11,000 for the *** Acadia I owe it $16,518 to *********** for this car the resolution that I have is giving Auto Direct back the car and regaining ********* which includes my $5,000 down payment to pay off this vehicle I owe the ***** to *********** if I can pay that off give the car back to Auto Direct and get my $5,000 that would even be okay I just cannot believe that I have been putting my innocent kids in this vehicle not knowing all the structural damage there is a huge steel bar that goes from the top of the engine to the back of the car on the driver side that is bolted in. There's been several transmission issues because of front end damage as well as tires have been worn because of the structural damage this is unfair to do this to any buyer they never disclosed that there was severe structural damage to this vehicle I just recently was made aware on April 25th 2025 by ****** this is fraudulent and the statue of limitations is 5 years because it was never disclosed to me thank you so much for your helpBusiness Response
Date: 05/06/2025
Thank you for reaching out and sharing your concerns regarding the 2016 GMC Acadia you purchased from us on March 22, 2023.
At the time of sale, all necessary paperwork was provided, andas is our policycustomers are always encouraged to have any vehicle independently inspected by a third-party mechanic prior to purchase.
We understand that you recently attempted to trade in the vehicle and were informed by another dealership of structural damage. We recognize this information may have come as a surprise.
Despite the current mechanical issuesincluding the check engine light and other concerns you've mentionedwe offered you a trade-in value of $11,000$11,500, significantly higher than the $6,000 offer you received elsewhere. In addition, when you expressed interest in a *** 3 Series listed at $15,995 at CarMax, we acted quickly to acquire a comparable vehicle and offered it to you for $13,995well below the original listingas a goodwill gesture and in an effort to continue earning your trust.
We understand you've since chosen not to proceed with the trade-in or *** purchase, and we respect that decision. However, considering that youve owned the vehicle for over two years and the mileage it has accumulated during that time, we do not believe that a full refund would be a fair or appropriate resolution.
That said, we remain committed to working with you in a fair and respectful manner and are still open to discussing trade-in options should you decide to revisit them in the future.
Thank you again for your time and for allowing us the opportunity to address your concerns.Initial Complaint
Date:04/26/2025
Type:Service or Repair IssuesStatus: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.
My wife, ****** *******, paid a $1000 deposit on a Mercedes Sprinter van that we wanted to purchase. While we were negotiating price the dealer claimed there was a safety issue with the vehicle and the sale was cancelled. On Thursday April 16th my wife requested a refund of the deposit due to cancelled sale and was told accounting had been notified. It is now April 26th and after multiple phone calls we have yet to be refunded our money. We understand that under VA law they have 24 hours to do so. This dealership is in breach of contract and we wish to file a formal complaint.Customer Answer
Date: 04/28/2025
This is to let you know that on Sunday 27th April the business has refunded my deposit
Thank you for your assistance
******Initial Complaint
Date:02/24/2025
Type:Sales and Advertising IssuesStatus: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 2020 car from Auto Direct for $15,000, thinking I was getting a great deal because of the low mileage. Turns out, that wasn't quite the whole story.The big problem? I just found out the car had a salvage title, which they didn't tell me about when I bought it. That's against the law in ********, right? I only discovered this when I tried to refinance the loan months later to get a lower monthly payment (that $450 is a killer!). The salesperson said refinancing would be easy, but the salvage title completely blocked that. I'm feeling pretty frustrated and let ******* make matters worse, the car started having mechanical problems almost immediately the check engine light has been on pretty much constantly for the past year!Honestly, this whole thing feels like I was misled. I've done some digging, and it seems I'm not the only one who's had a bad experience with this dealership. That's pretty concerning.Because of the hidden salvage title and all the mechanical issues, I think there's been some serious misrepresentation here. According to ********** lemon law, consumers are protected from significant defects that affect the use, value, or safety of their vehicle. Considering my circumstances, I believe this situation may warrant a claim under that law. I'm also going to consult with ************************************* and the ************************* about this.I really hope you'll look into their sales practices and make sure this doesn't happen to anyone else.Business Response
Date: 03/04/2025
Can I please get the make and vin of the car to locate the account
Thank you
Business Response
Date: 03/17/2025
Hello, I was able to find this account. The account was under husbands name first.
See attached, copy of title which is not salvage and carfax history showing moderate damage to vehicle.
Thank you,
****** ******* | Autos DirectInitial Complaint
Date:01/09/2025
Type:Order IssuesStatus: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.
This occurred July 31, 2024. I paid a down payment of $4,400.00 I gave the Down payment for a car that I found had defect in the engine (metal particles in the oil) I let them know on August 19th, and they gave me an appointment at the dealer to have the vehicle inspected until the 29th and it has been there since that day. I returned it to the dealership, hoping they would offer me another vehicle, which they never did and kept my down payment. I want my down payment back! They never contacted me to give me a different vehicle option or an agreement to terminate my contract. I had to call the finance company to cancel my contract, since the dealer had the vehicle in his possession. In addition to all this, I want to say that the dealer never gave me a copy of the documents that I signed there, that is, the contract, and there was a difference between the amount to be paid in the contract that I signed and the one that the financial institution sent me as well as the name of the seller, I was attended by a ****************** # cell ************ and in the financial contract the name of ****** ******** appears. I don't understand why that could happen. On many occasions I have called to contact the manager, and it has never been possible, I have left messages for him to call me when he has time, and they have not returned my call either. I would like to thank you in advance for your attention to my complaint, as I am a middle-class person and I don't have enough money to lose it in this way, in a bad deal. I don't think it's fair. All I wanted was a car for my family.Business Response
Date: 01/21/2025
Customer signed a legal contract, there was no return policy with any refund unless agreed by management. And in this case there were no agreements. The car had no issues but customers dropped this on our lot. We decided to payoff the car with the financial institute an get customers off the loan however customer does not get the down payment back as we never agreed to a return and refund. But the loan has been paid off and customer's are no longer liable for the loan.
Thank you
Initial Complaint
Date:10/18/2024
Type:Service or Repair IssuesStatus: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 Maserati Ghibli from auto direct on 5/1/24 NO WARRANTY I was told I had a 30 day warranty but that was not to be true the car has catastrophic engine failure, when I bought the car it was at ****** the car died at ****** only ***** miles was put on the engine and its blown all within 30 days they are willing to fix my back up camera but not my engine . I've called several times talked to the service manager once and he said if the car goes pass 500 miles its a good engine I had a tear down performed on the engine and the bearing were bad which caused failure this was over a long period of time I was told that by ************** and they said it was heavy metal in the engine and the car is a lemon and to contact the dealer I purchased the car from.Business Response
Date: 10/29/2024
The vehicle passed a state inspection and the carfax history is clean with only minor accidents reported. Shall there have been a metal object in the engine, customer would've not been able to drive the car for 1200 miles. Customer was also offered a warranty however he declined that. Unfortunately at this time, we can not offer customer any refunds.Initial Complaint
Date:09/16/2024
Type:Service or Repair IssuesStatus: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.
Purchased a usedvehicle August 6, 2024. After which vehicle was in possession of dealership for almost month. Due to repairs needed. Within a couple days of retrieving car back. The first car note was due. Being that car is being registered in different state. State inspection is required. Upon findings if inspection, the far failed for 2 safety issues. 1. Bad/damaged Serpentine Belt 2. Cracked wheel which had already been welded. After, containing dealership requesting money prior to repairs. Which, vehicle should have never received a passing VA inspection sticker with these issues. So an unsafe vehicle was sold. Have reached out to general manager the phone and email and no response. Only communication received is with Service Manager. Resolution is 1. Repair vehicle 2. Reimbursement for out of pocket/loss wages ( tow fees, flat tire no wheel lock had to get assistance to remove and 3.5 hours loss wages due to unable to remove flat tire).Business Response
Date: 09/18/2024
The store manager is trying to get hold of the customer. Customer can call ************ and ask for ****** or email to *********************************** to go over everything.
Customer Answer
Date: 09/19/2024
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,
******** *****
Per busy reply the made mention they tried making attempts to contact. Business has contacted once which was the same day as they made response to claim. The service manager however, has been trying to play middle man in situation. Unfortunately, he's unable to make serious decisions. However, do to my employer in public transportation, I'm unable to take calls while operating. I have informed business that maybe easier to communication through email. So we will not constantly play phone tag. Because every attempt I have made to contact Manager ******. He never answers, don't return calls, doesn't reply to emails, etc. I have even spoken with receptionist ******* and left multiple messages with her to relay to manager. Still no response.Business Response
Date: 09/26/2024
We can schedule for the customer to come for us to do the repairs discussed with our Service Manager. We need the tire information to order that and once all parts are in, she can come and everything will be fixed within 2 hours.
If she can't talk on the phone, then she needs to communicate through email to get this expedited. She can email ****************************
Customer Answer
Date: 10/04/2024
My previous complaint #********, is supposedly being closed being response was not given in 8 days. Dealing with a death. However, attached is screenshot of previous complaint and proof. I have emailed, called and spoke with service manager (only person that replies and shows concern). Through all communication avenues, I have given email address to communicate. No one has reached out or responded, for that matter. I'm not familiar with employee Ms. ******* However, she was last person to respond to complaint. After reviewing her reply. I did forward all email correspondence that no one took the time to reply to. I can't emphasize enough that service manager. Has tried to keep piece reaching out, responding to texts and supposedly relaying messages. I was informed last week to forward car wheel information, so can be ordered. However, repairs is only half the issue. Mention of Promissory NOTE, has been brought up. One fees that are to be reimbursement, should be deducted from total. And repairs completed, car should've never been sold with the safety issues it had. After reviewing VA Inspection guidelines, as well as speaking with inspection facility. Vehicle should've never passed inspection.Business Response
Date: 10/04/2024
I have emailed Ms. ***** to call my direct line, see attached
Business Response
Date: 10/07/2024
Hello, see attached for *****. We also honored the reimbursement she asked for also.
Thank you,
Sophie ************************************************* as we just discussed over the phone
you are scheduled to come in this Thursday Oct 10 at
10am to our Fredericksburg store for the repairs we
agreed.
We will issue another set of temp tags so you have
enough time to get the Maryland Inspection and go MVA
to get the hard plates. Your car is already titled in
********. I have advised our service **** to put gas
and detail your car once the repair is made on
Thursday. Please keep in mind the service might take
up to 4 hours. I do apologize for the inconvenience
but hoping to get everything resolved. You do have my
direct #, shall you need anything else.
Thank you,
****** *******Customer Answer
Date: 10/07/2024
[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:08/14/2024
Type:Service or Repair IssuesStatus: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 2020 ***** Passport back in early May. I took a cashiers check for the full price plus the $2K processing fee. Before I left the dealership I asked about the second key and floor mats that were advertised with the car. I sent a text message a couple days later because the floor mat pictures were removed and I expressed I still want my mats. I want the key but the car came from the sister dealership in ******* so I understand if they didn't get the second key. Recently, I took it to the ***** dealer because it has cut off on me three times just sitting at stop lights. Colonial ***** tells me the transmission light had been on when they complete a diagnostic reading among a couple other things. No explanation for the cut offs. I reached out to the dealer about 25- 30 days ago. They said there is no sales manager and they will order my mats...still no mats. I paid $24, 905 for this car on the day I purchased it. I want the mats they promised me. I'd like the first key, the one I have is key 2. Not to mention they kept my drivers license. So they have the other key to my car and my address. I do have the text messages but the image won't upload.Business Response
Date: 08/15/2024
Hello, see attached another set of key or mats were never promised to the customer. See attached also, where customer can purchase car mat at under $100. We can reimburse $200 toward this and keys. We did not keep her driver license otherwise we would've mailed it back to her by now if she mistakenly left it at the store.
If she accepts the $200, please advise so we can send this out to her.
Thank you,
Customer Answer
Date: 08/27/2024
I apologize for not responding timely. I do have text messages back and forth that state they would send me the mats. The car was being detailed when I arrived. I had already test drove another vehicle exactly like it a few weeks before so once I arrived they decided to clean it. I signed the paperwork before I saw there was no mats in the trunk as the advertisement showed. I then asked before I left and have called and texted several times to get the mats. I also have the message where I asked about the keys and I was told verbally they would check with the Manassas dealer.Customer Answer
Date: 08/28/2024
I will accept the $200. Please mail it to me.Business Response
Date: 09/30/2024
Hello, sorry somehow we missed this respond back with Ms. ******** agreeing to our settlement. Attached is a copy of the check and ****** this is going out via ***** overnight. She will have this tomorrow
Thank you
Customer Answer
Date: 10/03/2024
Good morning,I received another message stating the check was sent via fed ex on 9/30 and I still have not received the check.**** CampbellInitial Complaint
Date:08/06/2024
Type:Billing IssuesStatus: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.
In May of 2024, we purchased a 2022 ****** Corolla from Autos Direct. Using a loan from USAA, we purchased the vehicle. However, when USAA attempted to send funding, the deposit was rejected due to fraud in Autos Direct account. **** has tried to work with the dealership to resolve this issue. However, the dealership is unresponsive. Now, my daughter is driving a vehicle with no registration because Autos Direct refuses to correct the loan deposit process on their end. Throughout the process, Autos Direct has been untrustworthy and attempted to mislead us and USAA on where and to who the deposit should be sent. Since making them aware of the tracer numbers and attempts to deposit the loan amount, Autos Direct avoids our calls.Business Response
Date: 08/09/2024
We do not have the funds from his bank. If USAA wired the funds and didn't reach our account, then they were definitely returned back to ****. Customer has to contact his bank to resolve this issue. They have been driving a vehicle that hasn't been paid for 2 months now. We can not register customer's tags until we have funds from him. However they do have a valid temporary plate to drive in meanwhile.
Customer Answer
Date: 08/15/2024
[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,
*********************
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