Complaints

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

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  Best Auto LLC

  5240 S Central Ave Phoenix, AZ 85040-8722

• 

  Best Auto LLC

  1620 N 19th Ave Phoenix, AZ 85009-2843

• 

  Best Auto LLC

  5017 W Glendale Ave Glendale, AZ 85301-2703

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:12/16/2024

  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.

  I purchased a 2017 Dodge Durango from best auto in ******** on July 16, 2024. I put a down payment of 2500 and my card notes are 507 per month within a few months of having the vehicle it started leaking from everywhere possible under the car and it just shut down and stopped working. Upon calling the car lot, I found out that I had purchased the extended warranty and was told to reach out to them come to find out the vehicle engine was bad and needed a replacement engine at first the warranty company didnt cover it, but when they realize i was not at fault, they covered it from there has been problem after problem all of the hoses were so bad to the point where the mechanic shops that I took it to so they had never seen anything like this. There was duct tape wrapped around everything. There are multiple things wrong that couldve been a danger to me and my children I left a review on best auto website a couple months back. The owner responded to me and told me to reach out to him and we could work something out. I have reached out several times I have not been able to contact him or hes just ignoring me it is now December and I still am without a working vehicle every 2 to 3 weeks its the same issue. The warranty company will not cover anything and these were issues that were at hand before I even purchased the vehicle. I was sold a lemon. I had spent months calling the car lot. I have spent months trying to contact the owner. They are avoiding me and at this point I cannot continue paying for a vehicle that I cant even drive or thats in and out of the shop every two weeks it isnt safe for my kids. It has been towed several times due to it just shutting off and not working. I have spent thousands of dollars in repairs thousands of dollars for the down payment and money for the car note all for something that I cant drive. I cant provide proof of issues with vehicle as well from mechanic shop upon request

  Business Response

  Date: 12/16/2024

  Dear BBB,
  All vehicles we sell are fully tested and inspected at least 2 times prior to resale. Mrs. *********** had an opportunity to inspect and drive the vehicle prior to making her purchase. We guarantee all vehicles we sell for a minimum of 15 days or 500 miles.  ************* is well past the 15-day period she is responsible for the maintenance and operation of her vehicle. 

• Initial Complaint

  Date:10/22/2024

  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.

  I believe best auto LLC sold me a lemon car. I have had to nothing but repairs on this car since the day I got ***** hasn't been a year since I bought the car. At beginning I took it to them to their shop for repair and they just erased the codes. Same code pop back up. We have taken car to other mechanics and they told me to get rid of the car that I'm riding in a death trap. It needs ***** dollars with of repair. Apart from what we already had repaired. We have repaired time belt, water pump, A/C hose, alternator , both front **************** our breaks fell because they were rotors and caliber were done. We had to replace breaks twice. We confronted them and demanded answers they refuse to put us in a safe car and if we want a safe car we have to put more money down. I have exhausted all options I don't know what to do.

  Business Response

  Date: 10/22/2024

  Dear BBB,
  All vehicles we sell are fully inspected, matter of fact all vehicles we sell go through at least 2 full inspections designed to locate faults.  Once all the faults have been repaired on the vehicle then and only then the vehicle is inspected a final time prior to being put up for sale on our lots. The vehicle purchased by ********* went through the same rigorous process. Please keep in mind that ********* chose to purchase 2013 Avenger which is 11 years old and will require maintenance to keep it running as with any other vehicle that is 11 years old regardless of where it was purchased. We recommend Mrs. ***** take her vehicle to a trusted shop so that unnecessary services are not done to the vehicle. Lots of shops offer often unnecessary services in an effort to generate revenue for the shop.  We would be more than happy to take a look at Mrs. ****** vehicle to see what is going on with it and help her out. 

• Initial Complaint

  Date:09/11/2024

  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.

  I was told to return the truck and they would help me get into something else because of all the breakdowns I have had but all they did was hurt my credit left me with no vehicle and cost me my job please help Thank you

  Business Response

  Date: 09/16/2024

  Dear BBB,
  We are the dealership that sold Mr. ****** ******* and not the finance company that repossessed the truck for nonpayment. Mr. ******* bought the **** F-150 and started to use it to tow 3 vehicles at a time. The truck he bought is a gas truck with a V6 and is not designed to tow 3 vehicles at a time with a car hauler.  By using the truck to tow 3 vehicles at a time he blew the motor in the truck and apparently stopped paying the loan payments and as a result the finance company repossessed the truck. We have done nothing wrong here and have no obligation to Mr. ******* in anyway shape or form. 

• Initial Complaint

  Date:08/11/2023

  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 3/22/23 I PURCHASED A 2014 DODGE DURANGO FROM BEST AUTO GLENDALE I DROVE THE VEHICLE HOME ON 3/24/23I CONTACTED BEST AUTO TO LET THEM KNOW ***** WAS RUNNING HOT AND THE RESERVE TANK HAND A PEANUT BUTTER SUBSTANCE THEY ADVISE ME TO BRING IN THEY FLUSH THE ***** WITH NEW ANTIFREEZ I ALSO ASKED TO EXCHANGE VEHICLE THEY SAID NO THAT THEY WILL SERVICE IT SAME DAY I PICK ***** UP ON 3/24/23 ***** STARTED RUNNING HOT 3/27/23 NEW WATERPUMP AND THERMOSTAT WAS PUT ON STILL RAN HOT ***** WAS TOWED TO BEST AUTO ENGINE WAS BLOWN THEY SAY THE HEADS WERE DONE BUT LIFTERS WERE BAD ***** HAS A TICKING SOUND TOOK IT TO CERTIFIED MECHANICE THE ADVISE ME THAT LIFTER ARE BAD SHOULD OF BEEN DONE WITH HEAD JOB ALSO THE MECHANIC ADVISED ME THAT ****** IS GOING BAD THE ***** HAS BEEN DOWN EVER SINCE PURCHASING THEY SOLD ME A ***** WITH A BAD ENGINE THEY WOULD GIVE A REFUND OR EXCHANGE 8/11/22 *********************** DOGE WILL PICK UP TO DO A COMPLETE ENGINE AND ****** DIANOSTIC IM DISABLED ONCE THEY COLLECT YOUR MONY THEY DONT HELP THEIR CUSTOMERS THIS IS THE **** DEALER NO REFUND OR EXCHANGES

  Business Response

  Date: 08/14/2023

  Dear BBB,
  **************************************** purchased her vehicle on 3/22/23,about six months ago. She did not purchase an extended warranty or a any service agreement that would cover vehicle repairs.  As a result, she is solely responsible for her vehicles repairs and maintenance.  We follow the state mandated warranty period to cover the vehicle for ordinary use. We went well above that period to help *************************. We serviced her vehicle 6 months after purchase on 8/5/23 to help her out and did all the work free of charge. We simply cant afford to service her vehicle for free forever.

  
  Please keep in mind we didnt manufacture the vehicle she bought from **. ******************** is having lots of issues with the motor that is in Mrs. *********** vehicle. Matter of fact there is a class action suit against Chrysler for this motor. Perhaps she can contact Chrysler regarding the issues she is having. 

• Initial Complaint

  Date:08/04/2023

  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 July 31, 2023, I purchased a car from Best Auto and put $750 down on the vehicle. I made sure to get insurance for the car, but unfortunately, I ran into some issues with it the very next day. The finance company I was working with agreed to give me some time to fix the situation and provide proof of insurance. However, on August 3, 2023, at 5pm, a tow truck appeared at my house and took the car away. The driver informed me that it was the dealer who had requested the pickup, not the finance company. When I contacted the dealership to find out why this happened, they blamed it on the finance company. Despite numerous attempts to get a refund for my down payment, the dealership, specifically ****, accused me of "breaching the contract" by not having full coverage insurance on the car, despite the fact that the finance company was working with me on it. This unacceptable behavior from a company that intentionally keeps people's money without justification is why I plan on filing a report with the **************************

  Business Response

  Date: 08/08/2023

  Dear BBB,
  We are not sure why we are receiving this complaint as Mrs.***** st **** is 100% at fault as she caused all the problems she mentioned. She picked out a vehicle she liked and a finance company agreed to finance her loan.  One of the stipulations of the loan was Mrs.st **** had to maintain full coverage insurance at all times. As soon as Mrs.st. **** got her insurance the very next day she cancelled the full coverage.  When the bank that financed her loan sent the loan to underwriting for review, they contacted the insurance company and found that indeed Mrs. *********** cancelled the full coverage insurance thus violating the terms of the contract. Mrs. ************* attempt to commit fraud is what caused all the problems. ********** we reached out to her and are in the process of mending the relationship between the bank and Mrs. st ****. She simply has to maintain full coverage insurance at all times or the bank can call the loan due. 

  Customer Answer

  Date: 08/08/2023

  For starters, that was an extremely unprofessional response from a business.  As I had stated before, I was making changes to my insurance as stated by the insurance agent.  As far as committing "fraud" that was a horrible false assumption on the person that responded to the BBB.  The fact remains, I was working with the finance company themselves to resolve the insurance issues and they had given me time and was going to contact me later that evening.  ****, according to the research I have completed should not have towed the vehicle.  They should have contacted me prior to find out that the finance company and I were working together to get the insurance back on the vehicle. It was an extreme unprofessional act from a business.

  Business Response

  Date: 08/09/2023

  Dear BBB
  We have no fault in this matter at all. We provided the vehicle to Mrs. *********** and she signed a contract that requires her to maintain full coverage insurance at all times. She cancelled the full coverage insurance and the bank that financed her loan found out and cancelled the loan. Everything that happened is a result of Mrs. ************* actions. She needs to take responsibility for her actions. 

  Customer Answer

  Date: 08/11/2023

  That is NOT true. I, myself canceled the contract with the finance company, the finance company did NOT even know Best Auto took the vehicle.  The lack of communication between **** with BestAuto and myself is what caused this to start.  If he would have just contacted me, all of this would have been avoided.  Then he would have known the finance company and I were working together to fix the insurance issues.  This back and forth and their false assumptions need to stop.  

• Initial Complaint

  Date:06/29/2023

  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.

  Original:

  El 05/23/2023 se descompuso de los frenos y tambien tenia un soporte del motor roto y lo lleve para garantia y no me lo querian reparar y una semana despues se daa el alternador y ya no quisieron repararlo me estan cobrando la parte y trabajo.

  Translation:

  On 05/23/2023 the car's brakes broke down including its support for the motor. I took it the shop for the warranty and they did not want to repair the issues. A week later the alternator broke down and they still did not want to repair it. They are charging me for the parts and work.

  Business Response

  Date: 06/29/2023

  All issues have been addressed already with the customer since 2 weeks ago and customer will call ******************** to cancel this complaint. 

• Initial Complaint

  Date:03/10/2023

  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.

  So I purchased the car 2/7/23. We couldn't test drive it because the battery was dead, so they charged it for us and told me they would provide me with a new battery. after buying the car the dealership told me I had to go to they're other location where they're mechanic was (Central Location). they changed my battery and left. 6days later and the 2/13/23 my car shut off completely and wouldn't start back up after giving it a jump. I called them and made them tow it back to after they tried to make me pay for the tow. I had to leave it over night. They next day I called asking if i could pick it up. they told me they couldn't disclose any info to me because i haven't made my first payment yet, mind you I've only had the car a week. I called the people i got the loan from and they told me to go down there. On my way there the dealerships calls me to tell me my car is ready. When i get they they tell me the ground to my battery was dirty. My engine light comes back on and I take the car to autozone on 2/18/23 to get a diagnostics and it thinks my car is an 2008 Dodge Advenger when i purchased an 2014 Dodge Advenger. It also said (Evap System Small Leak), (System Voltage ***** * ******** Voltage *****. So I change out the alternator because we think that's going to fix the problem. It doesn't after that all the lights on my dash like the engine light come on and my radio , AC and everything else comes on and off until I pull over and shut the car off. So i tried to take it back to the dealer but they wouldn't take it and told me to have it looked at by another mechanic. I take it to Dodge and they said they person before me put the computer/brain from a Dodge Advanger 2007 in my car and because of that they can no longer service the car. ***** gave me a diagnostics on 3/8/23.

  Business Response

  Date: 03/13/2023

  Dear BBB,
  Most modern vehicles have 20 or more onboard computers to control the vehicles behavior. One computer might control the airbag system and another one might control the air conditioning and another might control the engine.  ********************* bought a used vehicle and not a new vehicle.  There is no way for anyone to know what the previous owner(s) might have done to the vehicle.  It is impossible for us or any other vehicle dealer to check every nut and bolt and hardware on the vehicle to make sure it is original.  It is possible one of the previous owners might have had the computer changed at some point. The only way to get a vehicle that is 100% the way the manufacturer intended is to buy new. Even though ********************* is out of warranty we are willing to look at her vehicle and see how we can help her.

• Initial Complaint

  Date:11/04/2022

  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 had bought a 2011 ***** malibu Lt 01/21/2022 and not even 6 months into the purchase my engine gave out completely after a lot of back and forth with the dealership we came to a agreement that since I make my payments on time they will help me replace the engine and do the labor work for $2000 and also fix my AC since it went out due to the main issue with the engine it had a blow by and they didnt disclose this at all when I purchased the car thats why my engine blew out . So now it hasnt even been a month with the replaced engine and now Im having problem with oil leaking I took it to a mechanic and I was told its the valve cover gasket and the timing gasket that is bad and needs replacing thats another $2,500 to have it fixed I shouldnt be paying any more money got a engine issues because they wanted to buy this bad engine. I also kept asking if I can have invoices and they said because they are not a certified mechanics they couldnt provide me with proof for an engine I basically bought also I kept asking the service manager how long the warranty was and I never got an answer and when I came across this problem they randomly said I had 15 days which I was never! Told about either way they shouldnt be charging me that amount and for me to have to pay to fix their bad work I keep going back and forth and they are no cooperating and theyre just rude at this point Ive been very patient with them and its just taking it too far not even a full year with this vehicle and I already had to pay $2000 for another engine plus still keep making my car payment. This is a big scam.