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:09/23/2023

  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.

  8/17/23 I brought a 2007 ********* ***** It won't pass State emissions I talked to the owner of the dealership he told me that he wouldn't replace it and he wouldn't give me my money back I need help.

  Business Response

  Date: 10/06/2023

  The customer purchased the vehicle and contacted our dealership approximately 2 weeks after to inform that due to a faulty O2 sensor, the vehicle would not pass emissions. The customer was provided with a new O2 sensor and also a $100 reimbursement to cover the labor cost for installation.

  Two week later, after having the vehicle for almost a month, the customer contacted our dealership stating the same issue, faulty O2 sensor. The customer was advised that we replaced the parts as requested by the emission station he took the vehicle to as well as covered the labor.

  Customer was informed no further assistance would be provided as the issues stated during his initial contact was resolved per our agreement. Customer was advised any further maintenance required is his sole responsibility as signed in his buyers order contract by purchasing the vehicle "as-is" and declining the purchase of a warranty.

  Please close this complaint as resolved.

  Customer Answer

  Date: 10/08/2023

  The vehicle never passed from day one and was trying to with their parts but the parts of kept going bad and it still never passing I had to buy a battery to put in it and I talked to them through every step and they would not fix the problem telling me I have to pay to get it fixed so it had never passed inspection from day one and they would not take it back they kept trying to get me to fix it myself

• Initial Complaint

  Date:03/19/2023

  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.

  On 3/11/23 I purchased a 2004 ****** ******* from Best Auto Manassas. When I took the vehicle to my local mechanic, frame perforations were discovered in the front frame. at time of purchase this vehicle had a Virginia State Inspection sticker on the vehicle that was valid until 03/2024. it is illegal in the state of Virginia to pass a vehicle with frame perforations. the damage was not disclosed to me at time of purchase. This vehicle should have never been for sale in the first place.

  Business Response

  Date: 04/21/2023

  The customer was offered a partial refund to cover the cost of repairs that he claimed was needed. The customer advised he would let me know. The customer never contacted back so the issue was considered resolved.

  Now, after a while later he is claiming that these issues are "illegal."

  We are unable to assist the customer any further.

  Please advise that the "perforations" he's stating are there now were not there during inspection and the initial purchase.

  Thank you.

  Customer Answer

  Date: 04/26/2023

  [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 reached out to **** of Best Auto Manassas on Friday March 17th to discuss the condition of this vehicle. I informed **** that there is front frame damage, major perforations in the frame. I did not ask **** for any money for repairs. **** replied back via tex message the following. Hi as you know it's a customer responsibility to check the cer before purchasing as you know you are purchasing the vehicle as is . But I can offer you $400 to repair it That is all I can help you I informed **** that it is illegal in the State of Virginia to pass a vehicle with frame perforations and that this vehicle should never have been on the road in the first place. I asked **** for a full refund for the vehicle and offered to drive it back down to Virginia. **** never responded to my message. Best Auto Manassas never disclosed any frame damage. I have opened an investigation with the ******* State Police, and will be taking legal action. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/03/2022

  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 2004  ***** ***** vin#*****************on 11/25/2022 I took the vehicle on a test drive on the highway I noticed a shake in the steering as soon as I arrived back at the dealership I explained the situation to them they said it passed Virginia inspection and could be the wheels needed to be balanced they told me go get the wheels balanced and if it doesn’t pass Maryland inspection they will work with me but I shouldn’t have any issues we proceeded with the sale the total was 10,398.00 I drove the truck back to Maryland as I maintained highway speed the shake became worse I had to drive with my hazard lights on I finally made it home and took off each center cap and saw a wheel lug was missing off of each wheel and one of the studs was broken off the left rear tire I drove it back down there the next day as soon as they opened at a slower speed and showed the owner the problem he said maybe they didn’t put the wheel locks back on because they were after market rims and I said what about the stud being broken This vehicle shouldn’t never pass Virginia inspection the owner asked his mechanic to go in a bucket a find some wheel lug nuts to fit my truck and his mechanic couldn’t fix the missing stud at the time so the owner gave me 150.00 check to get it fixed in Maryland I thought the missing wheel lugs will fix the shaking problem but it didn’t so I dropped the truck off at a authorized Maryland state inspector he later then notified me the truck had failed and I was lucky the wheels didn’t fall off the wheels do not fit the truck it was riding on the studs and not the center hub also it needed front brakes and rotors/the left and right cv axle was broken and the emergency brakes didn’t work I had to purchase the oem rims and tires and get everything I described fix the total was 1,717.25 I know I purchased the vehicle AS IS but this vehicle didn’t meet all the requirements for safe and legal operation at the time of the sale

  Business Response

  Date: 12/28/2022

  --------- Forwarded message ---------
  From: BEST AUTO <******************************>
  Date: Tue, Dec 27, 2022 at 1:47 AM
  Subject: COMPLAINT ID ********
  To: Dispute Resolution Team <[email protected]>
  
  To Whom It May Concern,
  
  The customer is requesting a refund be provided after he test drove and took ownership of the vehicle.
  
  The vehicle underwent Virginia State Safety inspection and was passed. In the past we have had vehicles that did not pass and have done the necessary required repairs to ensure all of our vehicles are safe and ready to drive.
  
  The vehicle was test driven by our business owner, the mechanic and by the customer his self.
  
  No issues were noticed and the independent safety inspector did not notify of any of the issues the customer is claiming.
  
  We do apologize if the Maryland inspection station told the customer these repairs were necessary.
  
  However, broken CV axles would cause the vehicle to not be able to turn at all. Broken brakes and rotors would mean the vehicle would be unable to stop, yet the customer drove it for over a hundred miles on the first day of purchase.
  
  Regarding the wheels on the vehicle, they are aftermarket approved OEM spec wheels that the prior vehicle owner installed. These also passed Virginia safety inspection.
  
  That being said, we did offer to cover the repair for the broken wheel stud the customer discovered and the customer was provided the requested funds.
  
  The customer left satisfied.
  
  While we understand that the customer may be frustrated, we would not be able to provide a refund for this vehicle as the vehicle was in VA State Safety approved operating condition before he drove it home.
  
  We are not responsible for whatever may have transpired after leaving. The customer may have simply hit a pothole during his drive home which caused the stud to snap off, damage cv joints and many other things. The vehicle is a 2004 ***** SUV, they are very heavy and with age and mileage, some repairs must be expected.
  
  We request that you close this inquiry as we are unable to assist the customer any further. Best Auto has done its due dilligence in assisting the customer during the initial purchase.
  
  Thank you for your time,
  
  Best Auto of Manassas, INC.

  Customer Answer

  Date: 12/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************