ComplaintsforKelley Blue Book
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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went onto the ***** blue book website on 06/09/2024 to do some research on what my vehicle is worth for trade in value or selling value. So ***** blue book has a deal called get an instant cash now quote for your vehicle so I'm like ok I'll check it out. You have to fill out detailed information questions about your vehicle I mean every detail down to how much tread is left on your tires everything. Along with multiple pictures of vehicle from every side including interior. So I do all this and get an instant cash quote back for ***** is what ***** blue book is offering me for my vehicle it then gives you a list of car dealerships close to where you live and you choose one that's closest and hit REDEEM YOUR CASH OFFER NOW. So I make an appointment with ***** Chevrolet in *************, *********. I also talk with salesman and send him multiple pictures of my vehicle and he says bring it down he says they don't actually buy your car ***** blue book does the dealership is just a 3 party a conduit. So I go to the dealership under the impression I'm getty 2832 dollars for my truck and then no they'll give me *************************************************************************** all the pictures I sent but dealership says nope 200 dollars take it or leave it. ***** Blue book owes me ***** for my instant cash quote because it became a legal binding contract when I hit the. REDEEM YOUR CASH OFFER NOW button. So they misrepresented themselves and lied to me about my cash offer which is an illegal activity. I want the 2832 dollars I was quoted for my truck for by *************** Book. You can not do that to people tell them your going to buy their car for this price and when you get to the dealership it's nope this is what your gonna get. Again it's deceitful dishonest and it's flat out false advertising and lying to the customer. They need to pay out the amount that they ***** blue book quoted me of ***** immediatelyBusiness response
06/11/2024
*****,
Thank you for reaching out to Autotrader via the BBB regarding your use of the Kelley Blue Book Instant Cash Offer (KBBICO) , I have pulled up your offer, and found the following on your offer sheet (you may have missed this, it's right above the offer details).
"Current damage must be inspected and an estimate for repair disclosed by Participating Dealer.".. "Final offer may be greater or less than appraisal amount after dealer inspection and disclosure."
Also our terms of service for KBBICO (located here: ***************************************) states the following:
"Your Vehicle must pass a mandatory vehicle inspection by a Participating Dealer. If the inspection report differs from your description or online assessment of your vehicles condition, the Participating Dealer may adjust the Offer amount, which may mean decreasing the Offer amount."
We apologize for any inconvenience this may have caused.Customer response
06/11/2024
Your response is not acceptable KBB had all the information in regards to condition of the vehicle along with multiple pictures more then enough information to make a offer on the vehicle more then enough they even knew how much tread was left on the tires. There is absolutely no excuse for this KBB quoted me ***** dollars again KBB Had way more then enough information about my vehicle to make a honest true route on price. For them and dealership to waste my time and then go from an offer of ***** dollars to 200 dollars when both parties were well aware of the condition of the vehicle because it was disclosed in all the pictures I sent to KBB And the dealership they should've and could've withdrew the offer and not waste my time driving 2-1/2 hours round trip for the dealership to not go on with the original offer there is no excuse whatsoever why they didn't. And I was led to believe the whole time that KBB was going to buy my vehicle for the qouted ***** dollar price. I was lied to I was totally mislead by both KBB And dealership both of them again had more then enough information but they still wasted my time , my money. Gas and water and tare of my vehicle. The whole thing KBB has going is a total scam they will promise you a huge price quote and then cut ya off at the knees. The whole thing is totally misleading and deceitful and they lie to the consumer. I want the ***** KBB quoted me if I have to take it to court so be it. I am getting the attorney generals office on my state involved with this scam this is far from over
Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just wanted to check what *************** Book was valuing my car at, so I did so about 2-3 weeks ago. I already tried to sell it to a dealer about a year ago, and what was being offered was so low it was ridiculous. The dealers will turn around and make thousands off my meticulously maintained, low mileage car. So, if I sell it, it will be privately. Between phone calls, texts, and emails I have been contacted approximately 40 times by ************************* in *********, **. I thought if I ignored them, it would stop. I want it to stop. Thank you.Business response
04/30/2024
*********,
Thank you for contacting Kelley Blue Book (KBB) via the BBB regarding your experience with the Kelley Blue Book Instant Cash Offer (KBB ICO). When you sign up for a KBB ICO, you agree that KBB will send you information to up to 3 dealers in your area. Your contact information was sent immediately to the dealer upon completion of a KBB ICO. Once sent to the dealer, KBB will not continue to send your information to the dealership. In order to have the dealership cease contacting you, you need to contact the dealership directly.
Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Placing my complaint here about KBB for their system of appraisal lacking enough imput for option of cars to be evaluated, for example: My 2023 Jeep Wrangler 4Xe has over 17k dollars of option but KBB only gives me option to select a few of the option lowering the value of my trade tremendously.Every other platform are evaluating my vehicle at *****k more than what KBB quoted for my car, the biggest problem is that every single dealer here in the *** base trade-off values using their site.Business response
04/29/2024
Thank you for the feedback. We are consistently evaluating our vehicle evaluation system and will take this under advisement.Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went online to find out the value of my girlfriends vehicle and upon filling out the information I put my phone number and I was aware that dealers would call me asking if I would like to trade the vehicle for a new one. The issue is after I did this I began getting spam call over 3-5 a day. And this issue came almost immediately after going on their website, I never give my number out to random websites but I thought Kelley Blue Book was a legitimate site and is very well known. This has brought a inconvenience in my life and I block every number that calls but they change daily numerous times. There is no other point from the time frame that my phone number was given out.Business response
03/20/2024
Thank you for reaching out to Autotrader via the BBB regarding the Kelley Blue Book instant cash offer, and how you've been receiving spam phone calls. Autotrader and Kelley Blue Book only share your phone with participating dealerships in your area. We apologize you have been receiving spam calls.Initial Complaint
03/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I wish to file a formal complaint against KBB buyer agent **************** for failing to uphold her fiduciary duties and breaching our co-assignment contract.1. Regarding the sale of a 2021 ************* on 2/8/2024, I was assured a valid check for USD $66,250 by the following day. Instead, the check required an additional signature, delaying clearance by 12 days. Ms. ***** had verbally committed to expedite the clearance process but failed to follow through, attributing my concerns to frustration when challenged. This delay contrasts sharply with a previous transaction through Orange Coast CDJR, where funds were cleared within 24 hours. The discrepancy between the promised and actual service underscores a breach of fiduciary responsibility.2. Concerning the co-assignment for a 2021 Tesla Model 3, the agreement stipulated prompt updates on sales leads and pricing changes. As the contract neared expiration on 3/16/2024, Ms. ***** did not inform me of the sale's final status or the vehicle's condition, despite prior agreement. My attempt to obtain updates on 3/18/2024 went unanswered, demonstrating a neglect of agreed-upon communication obligations.3. Additionally, my personal information was compromised, leading to contact from scammers, directly linked to interactions with Ms. *****, as evidenced by attached text exchanges.This conduct not only undermines the trust inherent in our professional relationship but also violates the agreed terms and ethical standards expected of a KBB agent.Business response
03/19/2024
***,
Thank you for contacting Kelley Blue Book. We are unable to locate any information regarding you having an account with KBB. We also do not have an employee by the name of ****************. We regret we are unable to help with this complaint.Initial Complaint
03/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have unsubscribed from their email list multiple times and they wont stop emailing me all the time. This is ridiculous. Its been going on for over 6 months.Business response
03/26/2024
We apologize you were unable to unsubscribe, we have manually unsubscribed you from marketing emails. If you have an account with Autotrader, you will need to go in manually and update your preferences for your account to stop receiving notifications.Customer response
03/26/2024
Better Business Bureau:
I have reviewed the response 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.
Regards,
Heather A
Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 13, 2024 I visited KBB to see what my car was worth. Understandably, they ask you to enter your phone number and email address so "up to 3 dealers may contact you". I thought, okay great, that makes my life easier.I have received around 50 calls and just as many texts and emails. I highly recommend against entering your email/phone number on their website. The quote was well under market value as well.Business response
03/07/2024
********,
Thank you for reaching out to Autotrader regarding the Instant Cash Offer. When using the instant cash offer, you agree to have Autotrader share your information with various dealerships in the area to purchase your vehicle.
Initial Complaint
02/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Since November 2023 Kelley Blue Book has been telling me that I was unsubscribed, and yet, they keep sending me emails in the early morning and all through out the day! I'd like to keep from blocking them or marking them all as spam. They keep telling me that it's done but the emails keep showing up! This needs to stop. It's been months of me unsubscibing and the emails keep coming!Business response
02/12/2024
Thank you for reaching out to Autotrader via the BBB. We have removed your email from marketing emails, but please be aware, if you have an account with Autotrader, and your preferences are set to receive emails, you will still receive emails associated with those accounts.Initial Complaint
02/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I tried the kelley blue book service online. It was not useful. Kelley Blue book sends many unwanted emails. I have tried unsubscribing via the button at the bottom of their emails. This button does not work. I am feeling harassed by the emails. I would not recommend this service. They are not a Better Business.Thank you.Business response
02/12/2024
***********************, thank you for contacting Autotrader via the BBB. I see no products purchased with your account and thus are unable to assist with your dispute of a dollar. Please call Autotrader at ************** to help discern the ask with this BBB complaint.Initial Complaint
02/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
KBB has sold my contact information to everyone on the planet. I'm getting so many calls a day that it's making my phone useless. I've already batted away the car dealers and blocked their numbers, but the scam and telemarketing is insane.Business response
02/06/2024
******,
Thank you for contacting Autotrader regarding your *** Instant Cash Offer. We researched your case, and see that you used our *** Instant Cash Offer to sell your vehicle, vin ***************** to various dealerships in your area. When using the *** ICO product, you are asked if you would like *** to share your information with dealerships in the area to purchase your vehicle, to which you agreed.
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Customer Complaints Summary
33 total complaints in the last 3 years.
19 complaints closed in the last 12 months.