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:02/20/2025

  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.

  Purchased a vehicle from this location on 2/12/2025. We were told, and presented documentation, that the car had passed inspection on 1/23/2025. We were also denied a warranty on the vehicle although their website states that ALL vehicles have a 3 month/3,000 mile warranty. Upon taking the car to a shop in ************ for state inspection, we were told that both front control arms were broken. Totaling nearly ***** in repairs. On top of the outlandish $950 dealership fees, the $***** repairs more than exceeded the discount price that was listed on the website. This dealership is beyond reproach in their ability to disclose information to their customers. I would never recommend them to anyone in the future.

• Initial Complaint

  Date:09/30/2024

  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 vehicle that was in used as is condition. However, I also purchased a warranty that the dealership stated could be used with the vehicle that I was purchasing and they stated there would not be any issues using the warranty, even though the vehicle had an aftermarket, cool air intake. However, within one week of purchasing the vehicle, it broke down and was taken to **** where I found out that I could not use the warranty for the car at all due to the vehicle having an aftermarket part. I have already spent $6000 to attempt to fix the vehicle that I have a car loan on and the vehicle is now in the shop again for another $9000 worth of repair.

• Initial Complaint

  Date:09/13/2024

  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 2013 ******* ****** from Maximum Auto Outlet on 7/26/2024. I did not receive the car until 8/1/2024. I was provided with temporary tags and a temporary registration. Both expired on 8/30/2024. About 1-2 weeks later, I spoke to ******** (financing **************** told me he was filing the paperwork for my permanent ******** could pick them up within a day. When I arrived at the dealership, I was told by ***** (manager) that ******** didnt get the permanent tags & informed me that I had to get the emissions test done & to text him when it was completed so that he can file for my permanent tags. I got a passing emissions test done on 8/29/2024 & informed ***** via text but never heard anything afterwards. Now, on 9/13/2024, my temporary tags are expired & my registration is expired. The car is also no longer operable. When I drove the car on 9/12/2024, it had problems accelerating. After some time, I could not drive over 5mph. The traction control light came on, as well. Later that night, I noticed the tail lights stayed on and would not turn off. When I woke up this morning, the car had no power, which Im presuming is from the battery dying after the tail lights were on all night. The safety inspection sticker is dated for 11/2024, however I have no information from the dealership on when the last safety inspection for the vehicle was performed. The vehicle was sold as is but, if there were issues with the vehicle prior to my purchase, the dealership did not provide me with that information for me to make an informed decision on my purchase. The only thing that I discussed with them was an AC malfunction, which I asked about at the test drive; they did not bring it to my attention initially. ******** also told me to lie to the financing department about having the car after my purchase on 7/26/2024, as well as lied about how much I paid. On 7/26/2024, I paid $3200 of the $3500 that the financed requested & I paid the remaining $300 on 8/9/2024.

• Initial Complaint

  Date:07/15/2024

  Type:Product 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.

  May 1st was the purchase date of the 2017 ***** HRV

  Customer Answer

  Date: 08/21/2024

  I have reached out to them again they stated that they are requesting another title  and they have issues me my 3 set of temp tags. My hands are tied and my lienholder is still promising to raise my rates.

• Initial Complaint

  Date:02/06/2024

  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.

  We bought a truck from this place on January 28th, 3 days in and the brakes started squeaking terribly.. then the check engine came on.. a literal nightmare! Then the key they gave us looked destroyed we mentioned it to them prior to leaving and they said that was all they had when my husband told him thats not the one we test drove with they called him crazy and said it was when it clearly was not! We reach out and go over all these issues they tell us its normal blah blah blah I said no and then I took it myself to get inspected elsewhere where I was told the thermostat needed replacing as the front brakes also as they are very thin.. they have my husband come out and wait 2 hours!!! For them to say they reset the engine light and showed him how he could also if it came back on, ridiculous! Then say it passed Virginia state inspection on the tires so they wont fix it and completely ignored the key issue. We just forked out a ton of money on this truck as we have only had it a week and so many issues and they wont fix any of it. Claimed to have a warranty but for what?? And this isnt the first time I should have done my research better the reviews they have on there website are horrible!!! This place is so evil and definitely needs a wake up call.

• Initial Complaint

  Date:08/25/2023

  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 ****** ***** 2011 model from this business on 10/10/2021 with which I bought gap insurance. After selling my car I requested maximum auto outlet to cancel gap insurance and refund me the remaining prorated amount to me. But they have been unresponsive to me since then. Request to cancel and refund was done on 07/26/2023. The same was confirmed with *******. When I called ******* they said that gap insurance was canceled and refund of dollar 343 and few cents were issued which will go to the dealer as they are point of sale. Since then I have been calling maximum auto outlet periodically but never get any satisfactory answer let alone the refund. It is causing me distress and distrust both. It looks like maximum auto outlet has no intention to refund my money. ************* number is *********. As per ******* they issued the refund on August 7 2023.

  Business Response

  Date: 09/08/2023

  Good Day,

  Not sure why this has been such a chaos.  The lender ******* FCU had requested the refund be sent directly to them.  See the attached letter.  The check was cut on 8/18/2023.

   

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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 would appreciate the BBB's help in obtaining personal reimbursement for auto repairs I paid for, in order for a vehicle purchased from their business to pass MD vehicle inspection. The vehicle is a 2011 ***** *****. I have requested that Maximum Auto Outlet reimburse me in the amount of $691.00. I have repeatedly contacted the Sales Manager and sent multiple emails. He doesn’t return calls and he typically doesn’t respond to emails. The vehicle was purchased on May 18, 2023. I had repairs performed by *** – Laurel, MD and sent the failed inspection notice and the vehicle repair receipt to Maximum Auto Outlet. They have yet to respond. On multiple occasions, they have told me that they haven’t received my emails. I have then resent the emails. On Saturday, June 10, 2023, I spoke directly to the Sales Manager (****** *******) and re-sent all of the requested documentation to his individual company email address. He promised to follow-up with the vehicle inspection facility they use and said he'd get back to me. As of this writing, he has failed to follow up with me, respond to emails, or return phone calls. My perspective: I was assured that the vehicle had passed a VA inspection. When I looked at the VA inspection checklist, the items that failed MD inspection were on the VA inspection list. While I am aware that they sell pre-owned vehicles “as is,” it is false and misleading, in my opinion, that they would sell a vehicle that supposedly passed a VA inspection that can’t pass a MD inspection of the same items. The MD inspection station advised me that one of the failures was dangerous (cracked rear bushing joints and arms) and, if not fixed, could cause the driver of the vehicle to lose the ability to control the steering and direction of the vehicle. The vehicle was purchased for my 21-year-old son and I was not going to allow him to drive a vehicle that was unsafe. In late June, I requested a copy of the VA inspection report (i.e., the "Passed Inspection" report/certificate) and again received no response of any kind from *** *******. If my case is one that you will consider investigating, I will be happy to provide copies of my email correspondence with Maximum Auto Outlet, repair receipts, and copies of documents detailing the inspection failure items.

  Business Response

  Date: 09/08/2023

  Good day,

  I apologize for the back and forth, ****** was out due to family illnesses and is no longer with the company.  While most states have safety inspections, not all are the same, nor do they use the same specifications; for example brakes.  We use a third party that has no relation to this or any inspection station we use, this means we have Zero influence on the test results.  

  That being said, I am willing to offer a one-time  payment of $200 as a gesture of Goodwill.  I have requested the formal inspection report, which should have also been in the glove box.  I am not sure how long it will take to get a copy, but the customer can request a copy from the state police using the number on the window sticker.

  Please let me know how they would like to proceed.

  Customer Answer

  Date: 09/18/2023

  [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.  I will accept the $200 payment as a "good faith" gesture ****** to me: *******************************  For the record, a copy of the VA inspection report was not in the car's glove box, at purchase, which is why I requested a copy in one of my several unanswered emails to Maximum Auto Outlet. If Maximum Auto Outlet is not able to provide me with a copy, I will attempt to obtain one from the VA State Police as they have suggested.
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 10/06/2023

  [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:
  
  
  
  --------- Forwarded message ---------
  From: *** ***** <***********@***.com>
  Date: Wed, Oct 4, 2023 at 11:59 AM
  Subject: Follow-up on Claim #********
  To: [email protected] <[email protected]>
  Cc: ******** ***** <***********@***.com>
  
  

  Dear BBB - I'm checking in to find out what my next steps should be given that I have not heard anything further from Maximum Auto Outlet?  They offered to pay me $200, in response to my complaint, but I have not received that payment or any further correspondence from them or BBB since 9/18/23, regarding my claim.  What recourse do I have at this point in time?  See complaint details below.  Thank you for your valuable assistance thus far!

  
  

  Sincerely,

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

  
  
  Regards,
  
  
  
  ******** ***** 
  

  Business Response

  Date: 10/06/2023

  I just reviewed the responses and did not see the last e-mail.  May have possibly been deleted by the brilliant e-mail services run by A.I.   We can only make a check # **** out to the individual (s) on the bill of sale.  I have issued a check, made payable to the purchaser ******* ** *****, it will be mailed to the **** ****** ****** ***** address we have on file today.  The copy of the check is attached.

  Customer Answer

  Date: 10/12/2023

  [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 Maximum Auto Outlet has made a tremendous error!  The bill of sale for the 2011 ***** ***** Ex-*, ********************, Black, 4-Door Sport Utility, AWD, that was purchased on 5-18-23 should accurately reflect the purchaser as me, ******** ** ***** (and possibly my son ***** ** *****).  No one named ******* ***** from Vienna, VA was associated in any way with the vehicle that was the subject of my complaint. Maximum Auto Outlet identified the wrong purchaser and sent MY $200 payment to the wrong person!

  I respectfully request that this error be rectified by Maximum Auto Outlet immediately.  This matter is still not resolved and has been handled in an unsatisfactory, unprofessional manner by Maximum Auto Outlet, in my opinion.  I am still owed the $200 that Maximum Auto Outlet offered to pay me as a Good Faith gesture.

  
  Regards,
  
  
  
  ******** *****

  Customer Answer

  Date: 10/13/2023

  Complaint #********

  Dear BBB - this message is sent as follow-up to my rejection of Maximum Auto Outlet's response, regarding resolution of my complaint. As noted in my rejection response on 10-12-23, MAO sent a $200 check (i.e., Full/Final Goodwill BBB Settlement) to a ******* ******* *****.  I don't know who that person is and he has nothing to do with my claim, regarding the purchase of a 2011 ***** ***** from MAO.  As added evidence, I have attached a copy of the MAO Buyer's Order with my name clearly listed, as the vehicle Purchaser, along with my son's name - ***** ****** *****.  As you and MAO can see, there is no one named ******* ***** associated with this purchase and I don't how/why they made the mistake of sending the "goodwill" payment of $200 to *** ******* *****.  My name and address are a part of my BBB complaint so, once again, I don't understand how/why MAO made this error.  I will consider this matter completely resolved, when I receive the $200 "goodwill" check made payable to me (******** *****) at ***** ******** *****, Laurel, MD *****.  Thank you!

  Business Response

  Date: 10/31/2023

  This was a clerical error, we had 2 customers with the same last name.  Please have *** ***** send the check back to us and we will reissue a replacement check in her name immediately.  Apologies.  

  As an option, she can arrange to come by the dealership and swap out checks.  Please let me know which direction she would like to proceed.

  Business Response

  Date: 10/31/2023

  Date Sent: 10/31/2023 2:17:40 PM
  This was a clerical error, we had 2 customers with the same last name.  Please have *** ***** send the check back to us and we will reissue a replacement check in her name immediately.  Apologies.  
  
  As an option, she can arrange to come by the dealership and swap out checks.  Please let me know which direction she would like to proceed.

  Customer Answer

  Date: 11/01/2023

  [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: I did not receive the $200 check previously sent by Maximum Auto Outlet and, therefore, I don't have the check in my possession to return as they have requested.  The check was sent in error to a ******* ***** at an address in Virginia.  I don't know ******* *****, have no relationship to ******* *****, and do not live at the Virginia address to which the check was originally sent, in error. I request that Maximum Auto Outlet please issue the $200 Goodwill payment to me, regardless of the status of the check sent to ******* *****.  I am not responsible for that error and should not be penalized for the error.  The check should be issued as payable to me, ******** *****, at ***** ******** *****, Laurel, MD *****.  Thank you very much!  
  
  
  Regards,
  
  
  
  ******** *****
  

  Business Response

  Date: 11/07/2023

  Thank you for the clarification and details. We will get a replacement check sent out this week.

  Business Response

  Date: 11/07/2023

  Attached is the check being sent out today.

  Customer Answer

  Date: 11/12/2023

  [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,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:01/22/2023

  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 purchased a 2016 *** from this dealership 10/21/2022 and three months later I still have no title. ************* will not answer phone calls or return any. ***** and ****** are the interference guys and continue to send me on a wild goose chase. They are "recycling" the title which means BREECH of CONTRACT. This was not a clean title as advertised. Do Not Give them any money until you SEE the title in hand. They buy stolen vehicles and insurance rejects and sell them as legit. (recycled was their description)

  Customer Answer

  Date: 01/27/2023

  ---------- Forwarded message ---------
  From: *********************** <************************>
  Date: Thu, Jan 26, 2023 at 11:50 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  Issue has been resolved

• Initial Complaint

  Date:11/23/2022

  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.

  I purchase a car from them nov 1st its only been 3 weeks and the transmission is gone I have proof that car is a lemon and they are refusing to take the car under state law if you can prove they lied about the which they did and if its under the 30 days mark they have to take the car back but they are not to do anything about it plus they are getting inspection passed on faulty cars I have called them several times to inform them something was wrong well now I have the proof I got the car look led by Infiniti and the transmission is gone also part of engine is in the transmission

  Business Response

  Date: 01/05/2023

  Covid has left us severely understaffed resulting in delayed responses.   There is no lemon law on used car sales.  The ******** dealer ************ took the vehicle to tried to take advantage of him by not completing legitimate work covered by ******** under it's extended warranty.  We verified this with our local dealership and even offered ************ to tow the truck to **************** with the condition that the Check engine light was on.  All of this was relayed by a phone call to ************ in December.

   

• Initial Complaint

  Date:11/08/2022

  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 9/30 I purchased a 2004 ******** **** from Maximum. I had the car shipped to my home in NH and at the time when the car arrived I only received the temporary registration. I was advised that the Title and the legal paperwork would be sent to be via mail ASAP and that they do not include documents in cars when transporting them (JJ Sales associate advised me of this over the phone). My Temp plates expired on 11/3 and I still don't have a title. I have called 4 times and have gotten zero responses. I have also reached out to the sales team who sends me to the title and plate group and I keep getting a voice mail with no response. At this point i either Want my money back Want the title and paperwork sent to me ASAP I cannot use the car at the moment, technically I don't own it because I don't have the title. Thank you for your time.

  Business Response

  Date: 11/16/2022

  First, apologies for any delays on our part but Covid has left us understaffed.
  
  It is indeed correct that we do not send title docs inside a transported car.  Since the vehicle is being registered by the customer we have the title transferred into the dealerships name first and then reassign to the buyer.  This step takes additional time.  The title was ordered from the Virginia DMV on 10/05/2022.  The delay has been on the Virginia DMV work processing center.   We have contacted them several times and have yet to receive the title.  I am escalating this within the Virginia DMV and am hopeful to have this resolved within the next 2 weeks.
  
  As for ownership, the Bill of Sale and additional sale documents guarantee ownership to *** ********.  This is not a private party sale, we are a licensed dealership.
  
  Our only title clerk was ill for two weeks during which time the customers temporary tags expired. We normally have additional temporary tags sent prior to the initial ones expiring.  We have issued a second temporary tag which was delivered via ***** on 11/14/2022, tracking id ************.