Complaints

This profile includes complaints for Car Cloud Auto Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Cloud Auto Group Inc

  1707 Richmond Hwy Stafford, VA 22554-7213

• 

  Car Cloud Auto Group Inc

  1 Crescent Valley Dr Fredericksbrg, VA 22405-1848

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:07/03/2025

  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.

  Bought a car from thie dealership on June 21 haven't been able to drive the car since I got the car home. I reach out to the dealership to see if they can make repairs on the the vehicle he states he would call back hung the phone up on me as I was speaking and have stop taking my call. I have had to have it tow to a auto repair shop. Where they stated VTM 4 light is on, the engine light is on, said the car can not be driven or the engine will lock up. My first payment is due on the July 21 and I don't think I should have to pay for something that I am unable to use.

  Business Response

  Date: 07/10/2025

  Business Response:
  Dear ******,
  First and foremost, we sincerely apologize for the experience you've had and truly regret hearing that the vehicle you purchased has not met your expectations. At our dealership, we strive to ensure every customer is satisfied and receives a dependable vehicle, and were genuinely sorry to hear about the inconvenience youve faced so soon after your purchase.
  We understand how frustrating it must be to have vehicle issues right after buying a car. While we make every effort to thoroughly inspect our vehicles before delivery, unforeseen mechanical issues can still arise. We deeply regret any breakdown in communication you experienced while trying to reach us that is never our intention, and we apologize if you felt ignored or dismissed. Please know that we value every customer and always aim to provide respectful and attentive service.
  If you are still in need of assistance, we would be more than happy to help in any way we can. We encourage you to reach out through the contact information provided on your sales documents or through the dealerships general line so that we can further review your situation and explore any possible resolution.
  We also want to kindly remind you that your vehicle financing is managed by a third-party lender, and maintaining regular payments is essential to avoid any negative impact on your credit profile. Missed payments may lead to default status on your loan, which we understand can be difficult to recover from. We strongly encourage you to stay in contact with your lender to avoid further complications while we work to assist you on our end.
  Again, were very sorry this has been your experience and hope youll give us the opportunity to make things right. Your satisfaction remains very important to us, and we appreciate your feedback as it helps us continue to improve.
  Sincerely,
  Customer ***********************start="2060" data-end="2063"> Car Cloud Auto Group

• Initial Complaint

  Date:04/27/2025

  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 bought a car from them on January 31, 2025. A few days after that, I noticed an oil smell and my friend knows a little about car mechanics and checked under the hood. It was an oil valve cover leaking so took it to the shop and paid $300 for that. They showed me that the tires were cracked around the edges and had little tread left and they don** know how the tires passed inspection recently. So replaced the tires- $200. A week later, the starter went out and I was stuck in a parking lot. I called Car Cloud and they told me go through warranty company. Apparently, no companies around here accept the warranty I have. That was another $600. Also, ever since the day I bought this car, its a 2014 **** Fiesta SE btw, it has had a mildew smell coming from the trunk. When I checked/ my whole trunk was soaked. Contacted Car Cloud and was told its my problem since I bought a used car, but that I probably left the window down and it got wet. It continuously smells like this and is very soaked so can** really put anything in there so trunk is useless. Got it checked and estimate was over $1000. The car repair shop said the back window must have been replaced and it isn** in there properly or it isn** the right size window so there are gaps around the whole window and that's why trunk is soaked. I definitely don ** have any money to fix that. When contacted Car Cloud, I was told they only buy A+ cars so they don ** think this is their problem. There is no way this car passes anything. What can I do? This car is definitely a lemon. No wonder the past owner got rid of it!

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to share your experience. We are very sorry to hear about the difficulties you have encountered with your vehicle, and we understand how frustrating and disappointing it must be to face unexpected repairs so soon after making a purchase.
  
  
  At Car Cloud Auto Group, we always strive to offer vehicles at competitive prices while encouraging all of our customers to take full advantage of the opportunity to have any vehicle inspected by a mechanic of their choice before completing the sale. Many of our customers choose to bring their own trusted mechanics during the process for added peace of mind, as we want every buyer to feel confident and informed about their purchase.
  
  
  As you are aware, the vehicle you purchased was sold under an As-Is agreement, which is a standard practice for pre-owned vehicles of this age and mileage. While this means that the responsibility for future repairs falls to the buyer once the sale is completed, we certainly do not take any customers concerns lightly. We make every effort to be transparent, and all vehicles undergo a basic Virginia State Inspection prior to being offered for sale, meeting the requirements at the time.
  
  
  We regret that the warranty company we offered did not have a local service center that could meet your immediate needs, and we understand how upsetting it is to deal with out-of-pocket expenses. Regarding the issues with the trunk and back window, we were unaware of any water leaks at the time of sale. Unfortunately, used vehicles can sometimes reveal hidden problems after purchase that were not evident during our inspection or test drives.
  
  
  Please know that while we genuinely empathize with your situation, and wish your experience had been better, we are unable to offer assistance with repairs or reimbursements at this time. The terms of sale, which were clearly presented and signed at the time of purchase, outline that the vehicle was sold in its current condition.
  
  
  We sincerely appreciate your feedback and are truly sorry that this purchase did not meet your expectations. Your comments have been shared internally so we can continue to improve the way we present and support our vehicles to future customers.
  
  
  Thank you again for reaching out to us.
  
  
  Sincerely,
  Car Cloud Auto Group
  
  

  Customer Answer

  Date: 04/28/2025

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

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  November ****** I put a holding (escrow) payment on a 2015 infinity. I paid with my debit card. I was told the vehicle will not be sold. Nov 8th the vehicle was sold and I was not aware until I called. The vehicle was never taken down offline which they guaranteed they would. They also said they would refund me my ****** back and its been a week and they are beating around the ****. They are aware I am not from VA and I would have to spend about that much to get there. So all is a loss if the money is not refunded. Car cloud auto group is has an online website with great reviews. I wouldnt imagine someone having to go through this loss just so the company can stay a float.

  Business Response

  Date: 11/18/2024

  We sincerely apologize for any inconvenience caused to this customer. After reviewing the matter, we can confirm that the $500 refund was processed to the customers card ending in 8797. Refunds can sometimes take several business days to reflect, depending on the bank's processing time.
  
  We value our customers and always strive for transparency and fairness. If the refund has not appeared on the account, we kindly ask the customer to reach out to us directly at their earliest convenience so we can assist further.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  Car Cloud Auto Group

  Customer Answer

  Date: 11/18/2024

  [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:05/07/2024

  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.

  On March 1, 2024, #1 A **************************** purchased a vehicle from Car Cloud Auto Group. Prior to the purchase, Car Cloud Auto Group advised LifeSafer that the vehicles coolant was leaking but claimed to have fixed the issue. After receiving confirmation that this issue was fixed, LifeSafer, relying on this information, purchased the vehicle. Within 2 weeks of purchase, the vehicle was inoperable due to the same leaking coolant issue. LifeSafer immediately contacted Car Cloud Auto Group to discuss a resolution. For 3 weeks after notice was provided, Car Cloud Auto Group avoided LifeSafers phone calls and turned away LifeSafer representatives. After weeks of Car Cloud Auto Groups refusal to address the leaking coolant issue, LifeSafer had the vehicle inspected by a third party, who advised that the vehicle did in fact have an issue with leaking coolant and would need an engine replacement. LifeSafer would not have purchased the vehicle but for its reliance on Car Cloud Auto Groups confirmation that the vehicle was fixed and working properly. LifeSafer was misled into purchasing the vehicle. LifeSafer requested a full refund from Car Cloud Auto Group or an agreement to replace the engine at no cost. Car Cloud Auto Group denied both requests. To resolve this matter, LifeSafer requests a full refund from Car Cloud Auto Group or an agreement to replace the engine at no cost.

  Customer Answer

  Date: 05/08/2024

  Hi there. The name associated with the complaint can be *************************. I am submitting the complaint on behalf of our company, #1 A LifeSafer Distribution, Inc. 

  Business Response

  Date: 05/08/2024

  Tell us why here...We take customer satisfaction seriously and have thoroughly reviewed the circumstances surrounding this transaction. As per our records, the vehicle in question was sold "as is," with the buyer acknowledging this fact at the time of purchase. Additionally, our records indicate that there was no coolant leak at the time of purchase.
  
  After receiving notice of the vehicle's inoperability due to a coolant leak, Car Cloud Auto Group attempted to address the matter by offering a solution that would entail the installation of a used engine for $4000. However, this offer was declined by the buyer.
  
  It's important to note that Car Cloud Auto Group fulfilled its obligation to disclose known issues with the vehicle and provided the buyer with an opportunity to inspect the vehicle and have it examined by a third party mechanic prior to purchase. Furthermore, the buyer explicitly agreed to purchase the vehicle in its current condition, "as is," without any implied warranties or guarantees.
  
  While we regret any inconvenience experienced by the buyer, we stand by the terms of the sale agreement and maintain that Car Cloud Auto Group has acted in accordance with industry standards and regulations.

  Customer Answer

  Date: 05/13/2024

  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. 

  We would first like to stress that we were not offered an extended warranty by the sales manager at any point. We purchased the vehicle after we were informed you fixed the vehicle so that it would no longer leak coolant and had performed proper inspections so that the vehicle was ready for purchase.
  
  Further, you stated that after receiving notice of the vehicles inoperability due to a coolant leak, you attempted to address the matter, yet for three weeks after providing notice, LifeSafer representatives were turned away (both on the phone and in person) and told that the sales manager who could address the issue was out sick when she was really no longer employed at Car Cloud Auto Group. For weeks, LifeSafer was left with an inoperable vehicle and was refused any discussion of resolution, causing an unreasonable delay in diagnosing and pursuing repair of the issue.
  
  In light of the circumstances outlined above, we again assert we were misled into purchasing the vehicle and request that you reimburse us for our repair costs, which are estimated at $3,621.70. 

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

  
  

  Business Response

  Date: 05/14/2024

  Thank you for reaching out regarding LifeSafer's demand for a full engine replacement for the 2011 ****** RAV4 purchased from Car Cloud Auto Group. In response to your demand, please find attached our detailed letter addressing the concerns raised and outlining Car Cloud Auto Group's position regarding the vehicle in question. We have thoroughly reviewed the circumstances surrounding the purchase and subsequent issues, and we believe our response provides clarity on the matter.

   

  Regard, 

  Car Cloud Auto Group.

• Initial Complaint

  Date:02/17/2024

  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.

  We purchased a ***** Pilot from Car cloud auto on 1/13/2024. Car cloud auto took a check for $5000 as a down payment, but then asked me to to lie to their finance company if they called to verify the amount. My husband and I told them we would not do this. 30 days later (yesterday) when we had not received the tag and our temp tag expired we called car cloud and were told we would have to pay them to send the tag to us. When I asked why they had not already sent the tag as promised, the associate ******* became angry and called me social trash. They still have not sent tag.

  Business Response

  Date: 03/08/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding the processing and delivery of your vehicle tags.
  
  Upon investigation, we have confirmed that your tags were indeed processed and sent to the address provided. We understand the importance of timely delivery of these documents, and we regret any delay in this process.
  
  Regarding the issue with the down payment and communication regarding our finance company, we assure you that this does not align with our company values or policies. We do not condone any unethical practices, and we apologize if you felt pressured in any way.
  
  As for the interaction with our associate *******, we are deeply concerned by the reported behavior. Such conduct is entirely unacceptable and does not represent the professionalism and respect that we expect from our team members. Rest assured, we will address this matter internally to ensure it does not happen again.
  
  Regarding the payment request for sending the tag, we understand your frustration. We acknowledge that this should have been communicated clearly upfront, and we apologize for any confusion caused. We will review our processes to ensure better transparency in the future.
  
  Please accept our sincere apologies for the inconvenience and frustration you have experienced throughout this process.
  
  
  Thank you for your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority, and we are committed to making this right for you.

  Customer Answer

  Date: 03/09/2024

  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,
  
  *********************************
  
  
  
  
  

  Customer Answer

  Date: 03/11/2024

  They did not respond at all, but have continued to hold onto the payments made for the vehicle registration despite their failure to provide same