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:05/22/2023

  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 been trying to give you your car back due to me getting laid off work the bank stated that all they need was for them to cancel my account and return the money back to them. **** who is the finance person he just laughed at me cause they didn't care if the car gets repo and I be with out a vehicle I can't afford this vehicle and just want to get my car back. I'm having a very bad experience with your company and there is nothing at this point for me to say am just stressed out and frustrated because I can't get any help from anyone when I came in on May 11,2023 at 8:30 AM and stay there until 1:30pm and no one cared about my issues but thought It was funny to them and laugh directly into my face and watch me broke down and started to cry but once again that was fun to them still. I just needed someone to help to get out of this contract and get my car back so that I can be less stressed out and worry about just paying my mortgage and condo fees and my property taxes. PLEASE HELP me I was still in the window of 12 days to which I was thinking that I should've been able to void this contract!!!!

  Business Response

  Date: 06/27/2023

  The discussion of this transaction was already done by management and the customer 2 months ago. She decided to keep the car and has had the car since she made the purchase on April 29 2023.She's been driving this car as well as making payments. I'm not quiet sure what happened at the store but I assure you that our management or staff wouldn't laugh at a customer crying and would've handled this differently. I do apologize if she felt that way. 

  Thank you,

  Customer Answer

  Date: 06/28/2023

  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.]
  
  Regards,
  
  *******************
  
  
  
  
  

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service 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.

  So first off they never sent my paperwork to the dmv for me to get my tags nor did they submit anything to my bank. So I called the bank to let them know what was going on. They had told me its because of an ongoing issue to not make my first payment and they will cut the contract. They cut the deal and I wanted my down payment back. I called up and Autos Direct told me its because of paperwork. I came back to redo my paperwork and they took the car back from me and left me with no deposit. What a horrible business this is left me and my daughter out in the heat to call an Uber 45min away from home. Someone needs to shut this business down.

  Business Response

  Date: 06/27/2023

  We never advised the customer not to make her payment.  We did try to re-work the loan for her but we weren't able to.The bank had us take the car back from the customer due to this. The down payment was applied toward the transaction and was non-refundable. She had the car for almost 2 months and returned back with higher mileage, depreciation, reconditioning and much more. Attorney will follow up with her on these charges. 

  Thank you

   

• Initial Complaint

  Date:04/25/2023

  Type:Product 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 car from Autos Direct on March 5 with $1000 down. On March 18, I was attacked by a dog and went on medical leave from work. The lender cancelled my loan and Autos Direct asked me to return the car. I was staying with my family in ******** while I recovered after surgery. I offered to arrange for someone to pick up the car from my home. They said I could return it when I was back, which I did Sunday, April 16. I was told my $1000 down payment would be returned in 3 business days so by Wednesday, April 19. I spoke to the finance manager Friday the 21st. He said he would look into it and call me back. It is now April 25. He has not called back or taken any of my calls. I want my down payment of $1000 returned.

  Business Response

  Date: 04/25/2023

  Hello, we did honor in cancelling the contract as customer had some personal circumstances. We do hope she's doing better. At the same time, the request for the refund was submitted to accounting, the accountant was out due to a personal matter and do apologize for the delay of the refund. But attached is the refund receipt, please allow 3-5 days for this. Shall there be anything further needed, please contact our office. 

   

• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising 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.

  No nos notificaron que el auto **** un accidente severo lo cual devala el precio actual del vehculos y tambin no nos dieron el carfax como lo especifica la la ************************************* Y nosotros lo hemos pedido y nos lo an negado ese derecho Por qu hellos no estn obligados a darnos si el cliente no lo solicita *** fue su respuesta

  Business Response

  Date: 04/25/2023

  Hello, The carfax reports are given to customers at time of sale. If you have misplaced the report, please go to Carfax.com for another report.  Thank you

  Customer Answer

  Date: 04/25/2023

  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.]
  
  Regards,
  
  ***************************
  
  Por que a mi nunca me dieron el carfax y nunca me dijeron que el auto ava ****** un ****** accidente y nunca me entregaron el carfax para firmarlo hellos se estn desligando del problema que nos an causado con el Banco 
  
  
  

• Initial Complaint

  Date:04/11/2023

  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 bought a 2019 Tahoe back in January of this year. Great deal and great service but within 2 weeks, the transmission died. I called to notify them. **** had me file through the warranty I purchase which required a new transmission to the tune of $8k. There were around $400 in fees (the invoice was sent to them via email) including the deductible that were not covered by the warranty. I called to let the manager know. He agreed to reimburse me as the issue happened so close after purchase. I did not receive reimbursement. I have attempted to reach out to both **** and/or ****** weekly. **** will not respond to email, voice-mail or messages left by other employees (only if he just so happens to answer the phone). ****** did reach back out but I have yet to receive the reimbursement despite each manager saying the check will be or has already been sent (depending on when I speak to them). I have yet to receive the reimbursement and it has been almost 3 months. I also have verbally updated my address thinking maybe that was the issue. I am hoping this formal complaint will help resolve the issue and my reimbursement check will be sent via mail as promised. All I have asked for was my reimbursement. The rest of the process was fast and easy. Thank you.

  Business Response

  Date: 04/18/2023

  Hello, attached copies of the refund check and ***** label. If customer is satisfied with this, we will mail this out. 

   

  Thank you,

  Customer Answer

  Date: 04/18/2023

  [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:03/09/2023

  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 ****** Prius from Autos Direct in December 2022.I live in **** and the car was to be shipped to me.There were several delays in shipping the car and because of the delays *********************** agreed to pay the sum of $400 for extended my rental car until the car could be delivered. In shipping my car sustained damage, scratches down the passenger side and significant damage to the bumper.I have been calling and speaking to **** nearly once a week, sometimes multiple times per week about this or leaving messages which are not returned.It is March and this issue is not resolved. Every time I speak with **** he tells me the check has been sent and someone will call me about the repairs. I paid $18, 344 for a damaged car and additional money for a rental and have yet to be compensated and repairs paid for.

  Business Response

  Date: 03/10/2023

  Hello, 

  Attached is copy of check for $400.00 and copy of ***** label for the desired settlement by the customer. The scratches and bumper were discussed with the customer that were more likely done during shipment of the car by the transporter which is not our responsibility. Shall anything else needed, please let me know

   

  Thank you

  Customer Answer

  Date: 03/13/2023

  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.]
  
  Regards,
  
  *******************************
  

  I was led to believe that Autos Direct was going to ensure that the shipping company was contacted and the repairs addressed. I was never provided the contact information of the shipping company. If the shipping company was obtained by Autos Direct, then Autos Direct maintains responsibility for the condition of my vehicle. Autos Direct should have contacted the shipping company and ensured that they contacted me. If I needed to contact the shipping company myself, then I should have been told that and the information about the shipping company provided to me. This never occurred.  Now it has been 3 months and it seems the shipping company was never contacted. This makes having the repairs completed or having the costs of repairs covered unlikely. Obviously with my frequent contacts with *********************** SOMEONE should have informed me that they would not be taking responsibility for the damage to my vehicle and that I needed to contact the shipping company, which I cannot do because I don't have that company's information.  My understanding is that my car had to change trucks in shipping because the first broke down. This is likely when the damage to my vehicle occurred.  It is ridiculous to that 3 months have passed and only after filing a claim with BBB that I got a check. However, there is still a great deal of damage to my car and Autos Direct did not give me the proper information to have this addressed.
  
  
  

  
  

• Initial Complaint

  Date:02/23/2023

  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 car on February .., 2023 from Autos Direct of Fredericksburg, and during the buying process I discussed with *** that the car computer was raising issues with the car that needed to be addressed ( I asked him to take care of the problem before I signed any paperwork, he stated the issue was taken care of it was just the battery being low). This issue was never taking care of and since it was in the day time, I was unaware that the problem still exist. The whole left light front panel was out so it made it unsafe to drive. It almost cause me a wreck because other drivers could not see my signal light as I changed lanes are turned. I could of been seriously hurt or killed in this situation. I have visit their officer twice and talked to ********* and he claimed its not in the paper work, keep in mind it's a whole saftey sticker on the vehicle. How do they pass inspection with one working headlight? YOU HAVE TO ASK YOURSELF THAT QUESTION. I have called several times since purchasing and everyone who answers the phone tells me they cant help and that ***** is not in he will call you back or he will be in tomorrow. So I called and requested to talk to a manager and ****** or ******, spoke with me and said he would need to find my paperwork and he would call me right back to help address the situation, that now he needs to take to headquarters. Why would headquarters pay for a franchisee mistake, really that's when I knew he was lying and they do not care about their customers concerns or even attempt to address any issues knowing they gave me an unsafe vehicle to drive. I'm a disabled veteran just retired from the ************ after 25 years of service and I have never in my years of buying vehicles find so much unprofessionalism in a dealership. Unbelievable!!!

  Business Response

  Date: 03/10/2023

  Hello,

   

  The headlight was discussed with the customer during the sale and customer was told we were issuing a discount and sold this vehicle with a loss because of the headlight. Customer was fully aware we would not assist  with the headlight that's why we were selling it at a very low price. The vehicle sold as-is with no repairs/replacements promised and discounts were already applied at time of transaction, therefore do apologize but we can not help any further. 

   

   

  Thank you,

   

  Customer Answer

  Date: 03/14/2023

  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.]
  
  Regards,
  
  ***********************
  
  If you look at my my original texts and email you can see they are telling a straight up lie. Just review my first complaint. Why would I buy a car that could have killed me on  I-95 with no signal light while my kids were in the car. Why would I risk my family life for a car. Please look at my previous text and emails and compare. 
  
  
  

• Initial Complaint

  Date:02/19/2023

  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.

  Was looking to purchase a vehicle from Autos direct. The 2014 Maserati Ghillie S Q4 I was looking at, they told me was sold. Yesterday I received a call from an associate telling me the vehicle was definitely not sold and to come in and test drive. After driving a hour to the dealership. They first told me the car was gone for inspection. Then a few minutes later they told me the car was actually at the building but cant be sold because it has a blown ringing. This resulted in me doing a credit application. Ultimately putting a hard inquiry on my credit report for nothing.

  Business Response

  Date: 03/10/2023

  This vehicle was never sold. Attached is a print out from our website showing vehicle in inventory as of today's date. Customer had a pre-approval with *********** for UP to $24,000. At the time, we were selling this vehicle for $23,995.00. Customer did get approved but with a down payment that she wasn't comfortable to do, therefore she couldn't make the purchase. Keep in mind, the approval from *********** says (UP TO).  *********** just pre-approved her, she was not approved therefore we had to pull a credit on her to determine if we could get her approved. Customers often are confused with Pre-Approved and Approved. 

  Resolution:

  Customer can still make this purchase with her own financing . Shall she want to do that, she can reach me personally and we can go over the transaction. 

   

  Thank you

   

  Customer Answer

  Date: 03/13/2023

  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.
  

  Firstly, I am a MAN. The answer provided is a complete lie. Never even offered a down payment. I had inquired about the vehicle to which they told me was SOLD. The dealer then CALLED ME and told me the vehicle was available and RAN A CREDIT REPORT probably trying to get me to purchase a different vehicle because they are marking this one up so high. Called to verify the vehicle was there and let them know I was coming. Got an excuse after leaving the dealer and them telling me the vehicle will be returned to auction the motor is blown. To this day the vehicle is still on the website. I would just like the antics to stop and I am pretty unhappy there is a report on my credit for absolutely nothing from you guys. 
  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  Date:11/16/2022

  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 bought a car in September 2022 from Autos Direct *************, ** and during the buying process I discussed with ***** that there were some issues with the car that needed to be addressed ( the tire needed air, the rubbing sound needed to be taken care of and the ax needed to be fixed). The only item that was fully addressed was the air in the tire. I have called several times since purchasing and everyone who answers the phone tells me they cant help and that ***** is not in he will call you back or he will be in tomorrow. So I called and requested to talk to a manager and ****** or ******, spoke with me and said he would need to find my paperwork and he would call me right back to help address the situation, that was 2 weeks ago. They are liars and they do not care about their customers concerns or even attempt to address any issues that *** occur.

  Customer Answer

  Date: 12/05/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Autos Direct of Fredericksburg regarding complaint ID ********.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/14/2023

  
  

  Re: Case # ********-***********************

  
  

  
  

  I looked through customer's paperwork and didn't see any of these items promised to the customer. If customer does have this in writing, we could possibility still honor, but I would like the information provided to me by March 17 to consider any of these requested items. 

  
  

  Thank you,

  
  

  
  

  
  

  
  

  *************** | Autos Direct

   

  Office ************ | Fax ************ | Cell**********

  
  

  **************************************;

  
  

  Fredericksburg, ** 22408

  
  

  Email      ***************

  
  

  Website   AutosDirectva.com

  
  

  
  

  Customer Answer

  Date: 03/14/2023

  [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, if Auto Direct follows through with the repairs or refund f repairs I had to cover because of the amount of time it took for them to respond to the complaint. 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,
  
  *************************
  
  
  
  

  Business Response

  Date: 03/14/2023

  Spoke to the customer, the items listed on the repair form were fixed by us before he picked his car. Per the customer, upon leaving the dealership the A/C was fixed and noise was gone and fixed. The transmission issue came months later, and the cause of this has nothing to do with the A/C or noise. But we can go head and honor $1000 toward any repairs he's made if that will be to his satisfactory.

  Customer Answer

  Date: 03/15/2023

  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.
  
  I dont accept the offer because, in Auto Directs response they mentioned that this repairs and issues that I had repaired was months after I purchased the vehicle. That is not true. I call them for 2 months before I file the complaint with BBB and they did not respond or help. I filed the complaint on 11/16/22 and did not get a response from them until 3/13/2023. As I explained, to ******, recharging the A/C is not repairing the A/C and look at the brakes and not finding anything wrong with the brakes is not repairing the noise that the vehicle was making. So I would like the A/C repaired and at least $3000 for the repairs to the transmission. I also called about the inspection that the car failed and the repairs I had to get done for that, but I did not ask for those repairs to be refunded or reimbursed.
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 03/17/2023

  Although it might've taken us awhile to respond back, the items listed on the repair form shouldn't have cost more then $500. I will still honor the $1000 as previously mentioned. But this is all we can do. 

  Thank you

  Customer Answer

  Date: 03/18/2023

  
  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. Although the requested repairs of repairing the A/C alone could cost more than $1,000. 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:09/29/2022

  Type:Customer Service 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.

  Asked one question about one vehicle at one time. Continually receive emails, despite having requested IN WRITIING, no less than FOUR TIMES, to be removed from their email contact list.

  Business Response

  Date: 10/19/2022

  Hello, Below is our respond back to customer's complain

  
  

  
  

  We did remove you immediately after you contacted us from the automatic contact list. Since its a general automatic reply, it takes couple days to get update. We do apologize if you felt harassed that's why the automatic reply responds back to emails only and does not call customers.
  

  
  

  Should you need anything else, please contact me 

  
  

  Thank you,

  
  

  
  

  *************************** | Autos Direct

   

  Customer Answer

  Date: 10/20/2022

  Well that is not exactly true.  I emailed several times over the course of several weeks asking that you stop contacting me.  It's been a couple of months now and I got another email fairly recently.  But hopefully the issue has now been resolved, thanks.

  
  
  
  
  
  
  

  Business Response

  Date: 10/21/2022

  Again, like I said customer has been removed from email list. She can also block Autos Direct from her emails too to make sure she does not receive our emails. Shall she need help with this, we would love to instruct her how.