ComplaintsforDulles Motorcars, Inc

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called ahead to make sure van was avail and to do what I could over the phone so I wasn’t there all day… The salesmen (from who I was speaking with on the phone) came out with a paper that was a breakdown of my payment if I added *******, so after some debating I agreed to it. I was told I’d get 3 more applications of it in the next ten years inside and out. Well when I went to the finance office I realized that wasn’t my payment breakdown just a “could be” and asked him to take the ******* off bc it’s too much to add 2500 more to the loan. He said let’s see if we can get u where u want to be with it first. Ten mins later my sister also tells him that I would really like to not get it and just take it off, he gave her the sane response. As times passing I’m getting more anxious bc I filled out credit info before I came in bc dealership is almost 2 hrs from me and I’m a single parent, need to get my kids off the bus and have my 4 yr old with me and now I’ve been here for 3 hours and still in finance office with no numbers yet. So I ask again please take the ******* off. He says he has me right above where I want to be with it on there. (Mind you the van has been sitting in the sane spot the whole time I’ve been there) I say ok well above where I want to be doesn’t work like just take it off. Take my 4 yr old back outside and notice the van is give now and say to my sister I bet they are putting that stuff on, even though I’ve said at this point multiple times that I don’t want it. And wouldn’t I know go back in and tell him again to please take it off and sales manager says too late they put it on, u have to pay for it. This is where my biggest mistake comes in bc I should’ve left. Only an idiot wouldn’t leave and I did not. It took me so long to get a ride to dealership and I really needed to purchase a vehicle, already spent hours here…so I stayed. Also the price of the van online was 21,000 even, price on paperwork- 21,995. I had told the sales men, the finance guy and sales manager that the price was wrong. (At this point my sister has left to go home to get her kids, I’m frantic trying to find someone to get my kids who are in K $ 1st grade) I got to the dealership when they opened 1!; it’s now 2:00. Bc if the ******* I was told I’d get $500 off of extended warranty and the $1,000 gap ins for nothing. He emails me the paperwork to sign with no numbers on the final price to see how we got there. When I asked he literally tried to divert me and says oh u just sign here, here and here and I’m like no where’s the paper that shows you every cost added to get this final amount of right under 30k….he gets upset but says he’ll print it. As soon as he printed it the price of van is still at 21,995 minus the $500 they give u for walking in the door. He says I didn’t know it wasn’t right, I replied I told u it wasn’t correct he said yea but no one else did. Ok well can I fix it to the 21,000 it’s supposed to be and I’m still supposed to get the $500 discount for walking in. He wasn’t happy and told me it would take 15 more mins since he knew I was crying and frustrated trying to get someone to get my kids…like trying not to fix it. I said ok I guess I’ll have to wait longer again. This time when he prints it the price is the 21,000 but no $500 discount and his response was “we’ve given u discounts” I’m so frustrated at this point(again my idiot mistake) I didn’t even notice he put the $1,000 for the gap ins back on the paper (I was supposed to be getting for $0 bc of the *******) oh and was also told After the ******* was put on that I get one more application in 5 years and no more applications on the inside. So I wasn’t even told the correct thing in the first place. I tried to call the general manager, ended up with another guy in finance

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a 2016 *** ***** on 11/05/2022 for Dulles Motorcars located at 109 Catoctin Circle SE Leesburg, VA 20175-3712. Salesperson Brandon showed me the vehicle, I noticed the vehicle had over 150,000 miles on the vehicle already. I immediately asked the salesperson: Brandon was there any serious issues with the vehicle since the vehicle was priced $10,000. Salesperson: Brandon stated there were issues with the vehicle except normal wear & tear service issues like (ie: oil change needed, Brakes may need to be done and a wheel alignment). False information. day of purchase on my drive home, I noticed a very awful stench coming from the engine. Took the vehicle to ******** to be diagnosed the vehicle showed engine/transmission problems including: *****- Cylinder 2 Misfires detected and ***** Steering Wheel Angle sensor Signal implausible. I returned the vehicle back to dealership on 11/07/22, in which the dealership only fixed 1-coil misfire and claimed they fixed the issue, meanwhile car is still jerking when trying to elevate speeds. Then on 11/18/22, car was taken to ******* **** ******* for MD state inspection which Failed for Safety issues including: Front Control Arms Bushings Falling Apart-Failed, Springs/Suspension Component Failed and Component Velocity: Right CV Boot Leaking-Failed. Dealership refuses to take the vehicle back even though VA law states if consumer is unsatisfied with purchase and safety issues have occurred and would cause risk or harm driving the vehicle, consumer has 3-days to return vehicle to merchant/dealership. Lastly my buyers order does not have a signature signifying "Buying Vehicle AS IS" because vehicle was not shown or presented as Buying "AS IS" and I never received Loan documents or Full vehicle package at time of purchase and dealership and Fiance company tacked on over $14,000 for interest on my finance bring the total for a vehicle with 150,000 miles on it to a whooping total of over $24,000 when the vehicle was sold to me $9,594 + interest + fess= $14,621.57 Since then I have contacted attorneys and filed a lawsuit against Dulles Motorcars and I have also Contacted the VA Attorney Generals Office (************* ************* for some type of help or assistance in this matter. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I purchased this car I was told I had a lifetime warranty on my engine. In March of this year my engine began to consumer a lot of oil. Requiring oil changes every 4 weeks. I was told by the dealership that my car has an oil consumption issue and has failed the test and I would need a new engine. I told the dealership since I have a lifetime warranty ro go ahead and replace it. In July of this year my car died, leaving me stranded on the highway. *** **** said they would not honor the lifetime warranty because the engine is not giving the correct code. I've called ******** two times to get some resolution to this problem

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 16, 2021 I purchased a 2022 ********* Wagon from the dealership. I noticed the ****** mapping system wasn't loading and was told it will take a while for it to load. I drove the vehicle off the lot. On December 10, 2021 I took my new truck back to the dealership and advised them the mapping system wasn't loading. I was told the radio would need to be replaced to fix the issue. I called the dealership twice more and was told the radio is back ordered and would be contacted when it arrives. On April 15, 2022 I received a text informing me that my truck may be due for service. On April 16, 2022 I texted asking when will my radio be fixed as it has been four months? On April 18, 2022 I received a text from the Service Manager and was informed the Service Advisor no longer works there. I took my truck to the dealership on April 19, 2022 and spoke with the Service Manager ***** and she apologized and told me she would take care of everything and get my truck fixed. On May 31, 2022 I texted ***** asking her when will my truck get fixed? I texted her again on June 2, 2022 advising her no one has gotten back to me. On June 4, 2022 ***** informed me ******** cancelled my radio order and there is a fix coming out next month and that she is working to get my radio and should have an answer on Monday. On June 27, 2022 I texted ***** asking when will my radio be fixed and that this is ridiculous. On June 27, 2022 ***** sent me a text starting with, ********************** which isn't my name. She apologized again and said she is working to get approval to replace my radio and that it is completely out her and the dealerships control. She also stated she has to follow guidelines and she would email her District Manager tomorrow. I responded that's not my name and its been 7 months that I've had a product that doesn't work. On June 28, 2022 I received a text thanking me for allowing them to service my vehicle. They haven't serviced anything!

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I do not recommend this dealership. I’m a 20 year **** *** so I’ve dealt with some shady car dealers, but they are one of the worst! They advertised an *** for $54000 on their website (I have a screenshot and it didn’t say it was MSRP, just the price). I submitted the form and got a call from Gary. We discussed the car I liked and he did not quote any other price but recommended I come in to test drive. He was not available so someone named Roger (who didn’t know anything about the car), let me test drive it with my kids. Showed it to my wife and we liked it. He looks at our current *** for a trade. He comes back and offers the same price for my trade as I got from ******* but marked up the *** from their advertised price by 20%!!! An extra $8,000. I told them that was insulting, and likely illegal. This was classic bait and switch. The Virginia Consumer Protection Act prohibits “ 8. Advertising goods or services with intent not to sell them as advertised, or with intent not to sell at the price or upon the terms advertised.” I tried to speak with a manager and express my concerns but they refuse to call me back. And they refuse to honor the advertised price! To make it worse, I looked at the salesman’s computer when he pulled up my trade. I was in for service a month ago and they offered me $23,500 for my current *** since they “needed cars.” I knew that was underpriced and declined. But the computer said they offered me $27,300 at the time. Was the used car manager trying to pocket the extra $4,000?!? Or was this just more of the same from this dealership? I am still waiting to hear if they’ll honor their advertised price. I’m not optimistic, but at least Virginia law allows for triple damages. I’d prefer the car, but will settle for vindication and sharing my experience so others avoid them. Dulles *** - it won’t always be a seller’s market and there are many other options in the area.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 2020 ******** ******** Hybrid end of May 2021, ever since we purchased it we have had major issues with the vehicle, specifically the hybrid system. We have taken the vehicle for service on the following dates: 09JUL21, 13SEP21, 18OCT21, 20OCT21, 29NOV21, 19JAN22, and the last time 20JAN22 where it has remained ever since. At this point we feel this vehicle should be considered a Lemon, the only guidance we are getting from Dulles Motorsports Service Department is they are working the issue and waiting for parts, yet we continue to pay for a brand new van that we can't drive. We have no faith in the service department, when I was told the vehicle was all fixed on 19JAN22 I picked the vehicle up, noticing that the hybrid system wasn't even charged. I addressed this with the service department, stating, "the whole issue with this vehicle is the hybrid system doesn't charge and its at 1%, if i get this home and doesn't charge its going to be unacceptable." They assured me it was fixed. Once I got it home and tried charging the vehicle, I instantly had issues and the vehicle failed to charge. I returned the vehicle to the service department the next day and its been with them since.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had my vehicle in for service on 1/25/22 for routine maintenance. The dealership identified that 2 of the tires had irregular wear. At that time, the tires were only 10 months old and had about 8,000miles. The dealership said they would contact the tire manufacturer since this is irregular and should be covered under warranty. I've received very little communication since that appointment besides when I call in ad get ahold of someone. However, most calls get sent to an extension without a voicemailbox so I get disconnected. At this point, the mesh is showing through on the two tires which is incredibly unsafe and risk of blowout. At this point, I would like my money back that was spent on the two tires and I'll take my business elsewhere.

*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. ↩