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Business Profile

Used Car Dealers

Auto Connection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2025

    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 vehicle from Auto Connections on February 10, 2024 and was very please with my purchase. Took the car to the dealer for service and was blindsided with what was found. The car did not pass VA inspection for multiple reasons and was found to have frame damage. I was advised not to drive the car as it was unsafe. I was devastated. I thought I came off with the car being as though at the time I had less than stellar credit, but to learn that I had actually been sold a lemon. The dealership of course went into sales mode, which I was not prepared for. Needless to say I was stuck with a car that was not structural safe and I was riding around with my child. When I went to contact Auto Connection, I found out that they went out of business a couple of months after my purchase. Now I am stuck with a car note for a car that I refuse to drive (which should have never been sold).

    Business Response

    Date: 03/20/2025

    You have been driving your car for the past year. Now all of the sudden you have been advised not to drive it? Im sorry there is nothing we can do about it.
  • Initial Complaint

    Date:01/08/2025

    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 am writing to file a formal complaint against Auto Connection regarding my 2020 Chevrolet Equinox (VIN: *****************), which I believe qualifies as a lemon due to unresolved safety and mechanical issues, unfulfilled promises, and inadequate service. Shortly after purchasing the vehicle on November 24, 2023, I discovered significant problems, including rear tires with a tread depth of only 3/32 and unresolved check engine light issues, both of which should have been identified and addressed during the pre-sale inspection. Despite multiple requests, the dealership has failed to provide a copy of the inspection report to verify the roadworthiness of the vehicle. On December 2, 2023, I paid $125 for a diagnostic at a ********* dealership, which confirmed these issues and others that should not have passed inspection. The dealership initially promised to fix the check engine light but later claimed it could not be addressed due to "programming constraints." I was also issued an I Owe You agreement to return the car for repairs, which led to additional costs for transportation and lost productivity, yet the promised fixes were never completed. After receiving no resolution, I had no choice but to visit a reputable Chevrolet dealership, where I paid $190 for another diagnostic and $438 to replace the unsafe rear tires, bringing my total out-of-pocket costs to $628. This situation has caused significant financial strain, stress, and safety concerns, and I request a full reimbursement for the diagnostic and repair costs, along with a written explanation of how the vehicle passed inspection despite its unsafe condition. I hope this complaint encourages Auto Connection to take responsibility for their actions and provide an appropriate resolution.

    Business Response

    Date: 01/27/2025

    We understand your concerns, but maintaining and repairing a vehicle is the responsibility of the owner. Unfortunately, we cannot reimburse you for expenses related to routine upkeep, as this is a standard expectation of car ownership.

  • Initial Complaint

    Date:09/21/2024

    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.
    2021 ***** equinox that has been in the shop 4 times due to transmission leak to now the transmission has fail to now I have no it broke down with the same problem with the transmission I haven't even had the *** a year and this happen with ****** miles when I bought it had ****** miles this company needs to be investigated and shut down they are crooks sell you a lemon.

    Business Response

    Date: 11/07/2024

    The customer has driven the vehicle for ****** miles but is now claiming that the car was a lemon. After careful review, we have determined that we will not be taking any further action or providing any resolution in this matter.
  • Initial Complaint

    Date:06/26/2024

    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.
    Purchased vehicle 2020 **** Escape April 17th, salesmen was *****************************, awesome service, since then has had to return car to shop twice for wheel alignment and another for engine light in which that part was purchased, now the steering wheel has started to shake again, confirmed now the rotors are bad even though they say brake pads were new and the only assistance from management ***** and ***** is we'll take info and call you back, has that happened yet, not hardly. ***** is the handy man for their cars and he's been great, but he's a one-man shop, seriously and is it fair to put all the blame on him. I want to drive out of town this weekend but can't because of these reoccurring issues. I want Justice, h*** it hasn't even been 3 months. I will be back for updates on this matter.

    Business Response

    Date: 07/08/2024

    I Believe I had spoken to this customer and made arrangements for her to bring the vehicle into us prior to this complaint. We explained to the customer that not only did her car pass VA inspection that it also passed Maryland inspection and that she may have hit a pot hole causing the steering wheel to shake. As a curtsy we made arrangements for her to stop by to have us check it out prior to her going out of town.
  • Initial Complaint

    Date:02/15/2024

    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.
    Their finance department reached out to me telling me they have a preapproval and then a finally approval for ************ run my credit again. I got there and I asked them why they were running my credit 3/4 more times they said they didnt but on my credit report I see them. They brought in business from false advertising with a bunch of other people in there the same day.

    Business Response

    Date: 02/24/2024

    Thank you for bringing your concerns to our attention. We take matters regarding credit inquiries seriously and strive to provide transparent service to all our customers. We have reviewed our records, and it appears that your credit was only accessed once during the process of obtaining final approval.

    To further address your concerns, we kindly request proof of the additional credit inquiries you mentioned on your credit report. Our records indicate that your credit was accessed only once by our dealership.

    We understand the importance of maintaining the integrity of your credit report and would like to work with you to resolve any discrepancies. Please provide us with the necessary documentation so that we can assist you further.

    Thank you for your cooperation, and we look forward to resolving this matter together.

  • Initial Complaint

    Date:10/28/2023

    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.
    Auto Connection did not inform me the vehicle I purchased was involved in a front collision, causing the airbag to deploy and also front frame damage. After getting an alignment done I was told the vehicle had major frame damage. Airbag light continues to go on and off..

    Business Response

    Date: 11/13/2023

    In response to ********************** complaint, we would like to clarify that she has owned the vehicle for over two years. It is important to note that approximately 50% of all cars on the road have experienced some form of accident, which does not inherently diminish the quality or safety of the vehicle. It appears that ******************* herself has been in an accident in this car since her purchase. This vehicle not only passed Virginia State inspection but also passed Inspection in DC.
    We understand her concerns and are willing as a curtsy to inspect her vehicles alignment and find out why the airbag light keeps coming on and off.
    We invite ****************** to visit our service center at her earliest convenience. Our experienced technicians will conduct a thorough examination to determine the cause of the airbag light issue. Often, such problems can be minor, potentially caused by objects like a bottle rolling under the seats, which is where many airbag-related wires are located. We have encountered similar situations in the past. 

  • Initial Complaint

    Date:03/22/2023

    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.
    Please read the attached emails for in depth clarification. I purchased a vehicle, the engine light came on the next day, I returned it. Previously when I purchased a vehicle from here and the engine light came on, they rebuilt in 4 times before finally replacing it on my 5th return. I went 3 months after purchasing that ******** *** without having it due to that reason. They kept it here. When this engine light came on I notified them less than 24 hours later. Brought it back. Test drove a **** against my desire, feeling rushed and needing something I said lets do it. Pulled it from the test drive to have it detailed and the engine, battery, and oil light all came on. Said NO WAY can this be vehicle number 3 like that. I was literally going to leave and was offered a nice **** ****. Drove smoothly. Clean interior. No lights on. I take care of my elderly mother and have a child.  Let’s do it so I have something. Next day, all the lights come on AGAIN! I’ve come multiple days. Last Thursday I spent my son’s birthday here the entire day. From 9:30am until 4:29pm. Didn’t get home until 7:15pm. Today I’ve been here since 10am and it’s now 6:05pm and I am still here and my truck still won’t be fixed and the supervisor mechanics doesn’t know what’s wrong or how to fix it. I am asking to have my vehicle serviced by **** themselves at Auto Connection’s Expense since they cannot figure out how to service the vehicle. All of the lights are still on. Causing it to fail inspection, preventing me from getting hard tags. PLEASE HELP!!!

    Business Response

    Date: 04/02/2023

    I believe we have resolved our customers issues and reason for wanting to take her vehicle to ****. If she has any other issues or needs help with anything else please call us at ************
  • Initial Complaint

    Date:03/15/2023

    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.
    I received a phone call from Auto Connection regarding an approval for a auto loan of 27,000 on 03/09/2023 from *************************** the finance company.I already had spoken with ****** regarding employment and hours and was told that I was approved and what I needed and who to ask for upon arriving (****, ***** or ***). When I arrived on 03/13/2023. I was then told that I was not approved do to length of employment and hours. I Then spoke with ***** whom I explained to him of me being misrepresented and deceived in them trying to make a sale. And the commute I had to take and the medical issue that I had and would have to take a taxi back home. The sales person then told me of his medical issue and that I could walk and that he was unsure of me shooting someone . When addressing legitimate concerns and and compliants I am pretty sure that I also heard him address me as ****** a car to *****. And expressed to him that I had asked these questions for that reason of the medical and the commute. I would like to add that everyone who has legitimate compliant is not going to shoot anyone.

    Business Response

    Date: 03/24/2023

    Dear customer, I am sorry you did not have a great experience. you were approved based off the income you provided us over the phone. Unfortunately when you came in your pay stub did not reflect that amount. I know you spoke to our management and we told you if you can get us a paystub showing full time hours we can help you. We would really like to help you get into a vehicle. Please let us know if you can get a paystub showing full time hours and we will do what we can to get you into a car. We will also deduct the amount you are requesting from your loan to try to help you out. Please call our customer care department at ************ so we can let you know exactly what we need so the next time you come down you are driving away.

    Customer Answer

    Date: 03/26/2023

    [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:
     Complaint: ********

    I am rejecting this response because: I donot want to further purchase a car from this business.And would like to be compensated for the expense that I encured for transportation that I paid when I already had spoken to two loan officers in finance regarding my hours and employment and was told to still come in with the same information that I asked them over the phone and then provided to them when coming in on03/13/2023.

    This was more than a bad experience. I then spoke with ***** about the situation of what I was told and let him know that I had asked these questions because of the distance that I had to travel and the medical issue that had.  II was then told that I was going to shoot someone and was told  that they where selling a car to *****. Regardless of who you fell I am and I repeat fell that I am politically that has nothing to do with the questions that I asked before coming out and what I was told. And that I was going to shoot someone first I donot own a gun donot have criminal record and don't have to handle a compliant that way. That is why they have the Better Business Bureau. I thinkthat is far better when a business like this gets enough compliants of there deceptiveness in trying to make a sale and there unprofessional staff's response's and accusations  then the business will eventually be closed and then perhaps the salesman that told me that I could walk might be walking himself and maybe he can find a better job in helping catch a real criminal. I am also providing text messages to me from Auto Connection regarding approval what was needed upon discussion base on my hours and employment situation beforehand and was still told to come out.

    Regards,

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

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