ComplaintsforCarVIO

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to sell one of my cars because my daughter cant drive anymore due to medical issues. I saw CarVio on ******** and decided to give them a try. After sending them pictures, videos and my information, we agreed on *******. They sent me a ***** label and told me to send the title quickly and they would send the money in ***** hours after they received the title. They received the title over 2 weeks ago. I havent heard from anyone. They no longer answer text messages, phone calls or emails. They dont call you back when you leave a message. I cant sell my car to anyone else because they have the title. I need the money promised or the title returned to me.

  Business response

  01/15/2024

  Thank you for this feedback. We take pride in delivering a great experience for our customers, and we promptly address any instance when we fall short of that standard. Unfortunately there was a delay in payment being received due to being short-staffed these holidays but rest assured we did fulfill the payment to you. We appreciate your honest opinion of our services and we will endeavor to make this process more seamless for each and every customer!

  Customer response

  01/16/2024

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

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unsatisfying experience with CarVIO. No representatives. No payment. No follow up.I contacted CarVIO on Nov 7th to sell my Audi Q5. The reason I chose this online platform is because IAA claimed on their website that CarVIO replaced their cash for cars business. ********************************************. The initial selling process was quick and easy. I sent my title after we made a deal on the selling price. (which I regret now) Then the horrible process started. They promised to make payment through online banking within 2 days. No payment was processed and no one notified me about the causes. I kept calling the business for a week and no representative was available. I also called a direct contact person almost 5 times and he always said he would check with his team and promised me again that the payment will be made in the next day but still no payment has been processed until Nov 22nd.I also got contacted by a back office employee at 5pm in the eastern time, they said it's too late in the day for them to send money through online banking. Isn't their office in ********* which is 2pm? I don't understand why they couldn't process my payment.I have been leaving my car in another state for more than 2 weeks and I don't know if the car would be stolen or destroyed which is super frustrating to **** just want to get this business done or get my title back.

  Business response

  12/01/2023

  Thank you for this feedback. We take pride in delivering a great experience for our customers, and we promptly address any instance when we fall short of that standard. It seemed that we had some logistical issues on our end that affected the payment process as well which we are very sorry for. We are glad we were able to sort everything out and finalize the payment to you to finish the deal. Thank you for continuing to use CarVIO to sell your vehicle despite the uncommon hiccup in the process and we will endeavor to make this process more seamless for each and every customer!

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The process was great they picked up my vehicle with check in hand like discussed signed paperwork was easy. Then the check bounced at my bank.

  Business response

  10/27/2023

  Checks from our approved partners are issued proof positive and can be cashed from the issuing bank with your government ID. Checks deposited into an individual account are subject to the rules and regulations from our customer's bank. The vast majority of our customers do not have any issues with collecting the funds. Our team is here to support you as much as possible if you encounter any issues by connecting you with the issuing bank and the local branch to resolve any problems as quickly as possible. You can also call our partner's ******************* at the number we have sent to you via text! Please let us know how we can further assist you in this manner!

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a car to CarVIO in 9/2022. I received a DMV summons/bill for storage of the vehicle in 10/2023 and that it will be auctioned. The form states that I will be responsible to pay the difference between the storage and the auction price. I have been trying to get someone on the phone to resolve but no one has picked up or called me back.

  Business response

  10/25/2023

  We have had one of our reps reach out to you and help resolve this issue. It appears you will need to just make the *** aware you have sold the vehicle already. Please present the *** with the Sales Agreement for your vehicle and this should release you from Liability which will be back dated to the date of sale. Please let us know if you found this helpful and what the final results are from the ***! 

  Customer response

  10/28/2023

  So after making this complaint I was contacted as noted above. I took time from work to go to the *** to be told that this is not related to them although it is their form. It needs to be resolved with the company that is trying to put the lien on me. When I called CarVIO from the *** parking lot (and e-mailed as well) for them to fix this, I again received no response. I had to call the lien company waste even more time. As of this writing I have yet to be contacted back by CarVIO  

  I am NOT satisfied that I wasted a great deal of time, energy and efforts to resolve an issue that I did not create, and should have never been. Taking time off of my job, using my earned vacation time as well as the stress this has cause has not left me feeling satisfied that CarVIO took responsibility for their mistake or compensated me for my time to fix it. 
  

  I will NOT do business with this company again!

  Business response

  12/12/2023

  CarVIO provides a service where we provide our customers the best price by using multiple partners. As a result of working with different companies there will be some instances where their processes will be different than others. In your case it happened to be they used the same title provided to them to file their payment documents but I can assure you that you were not liable for any of the costs sent to you. We are sorry for this mishap and the most likely reason for the mistake was our partner IAA not being able to update the title in their name. We are currently not working with this partner anymore but if the issue has not been resolved then contacting them directly would be the best option. We appreciate your business and honest opinion of our services and we will endeavor to make this process more seamless for each and every customer!

  Customer response

  12/14/2023

  Your company did not respond to my calls or texts. When I finally did speak to someone they were of no help; telling me to go to the *** to get this taken care of. I took time from work and family to resolve an issue that was no fault of my own. I will NEVER do business with CarVIO again. I will also tell others to avoid this company. 
  

  I do not feel that CarVIO has made this situation right. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Communication started on October 9th. We came to an agreement, we sent them all of our personal information (license, pics, drivers license, address, etc. signed a buyers/sellers agreement, they kept telling us they were coming to get the car, then kept canceling the pickup w their 3rd party vendor, finally stating that the third party vendor canceled the order because their new supervisor is a *****, but they requested a rebid. Rebid was apparently $200 from the original agreement of $1,100. I dont see how this is fair or legal once personal information and promise to pay has taken place. We had to purchase tires to put on the car for them to purchase it, we had to pay back taxes on the car (which we could have salvaged out as the car has already been deemed a total loss), get the title notarized for sale, and we kept having to reschedule our daily agendas based on promises to be at our home for pickup then not showing up.

  Business response

  10/24/2023

  Tell us why here...We understand your frustration on the matter, however we do not have direct control over the pricing provided to us. CarVIO aims to connect sellers like yourself with a buying partner with the highest offer, we evaluate vehicles by our partner's standards. Buying partners make the final decision on each and every offer as they finalize the pickup and payment to complete the transaction. Our partner noted in their system to hold this deal for their own internal review on the 17th. They reevaluated your totaled vehicle from the original price due to the vehicle's current condition. As you can see in the verification form you provided this is non-binding until the vehicle, keys & title have been exchanged for payment. The original purchasing partner adjusted the price and then made us aware after the fact which is very rare. We apologize profusely for any headache this may have caused but we would be happy to see if another one of our partners would be able to make an offer for the vehicle.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my boyfriend were looking to get rid of a *** and he ran across carvio on ******** and decided to enter the information on our *** .they answered back within an hour via text and started to communicate . They quoted him 350 **** with free pickup and a check in his hand when they get their. He communicate on the phone next when they were setting up a time to come , he asked him to even leave the keys and title in the mail box ! He was skeptical so he said no and that they needed to come and he wanted to verify the check with tha bank. We'll the next morning they call around 7am wanting to come right now and the man said he lived in our town and needed to come to us 1st . My bf said no because the bank won't open until 9. We didn't hear back from them so we tried again days later and since then it's been phone tag and they keep wanting to come before 9am at the last minute. Seems like a definite scam to me ! Not sure the motive here but seems like bad check to me ? They also keep calling or texting us .

  Business response

  09/07/2023

  We understand your frustration! It seems that this a scheduling conflict which happens! We can assure you that the BBB would not allow us access to their site if we were not a real business or if we handed out bad checks! We would love to help resolve this issue by calling you directly and seeing if we can find a time that works for both you and our partner! We will also have your Advisor reach out again to you to see if they can also help resolve this issue! 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a written quote of $2100 for my vehicle. I uploaded all of the requested documentation and did not hear anything back. When I emailed the inititlal contact, I was called by someone new who said the offer had changed and was now $1250, this was then sent to me in writing. After repeatedly asking how the offer could change so significantly, I again uploaded all of the documentation and once again heard nothing back. After emailing again, I received a phone call from a THIRD person who told me that he sees a written offer of $950. I told him that was not what was agreed upon. He then searched "other" sites to tell me that this is what they say. I told him if I wanted to know about other sites I would have contacted them instead. I then said that I do not believe that they are a legitimate business and will be filing a complaint. I was then hung up on.

  Business response

  09/07/2023

  Firstly we wish to apologize on the way our Advisor handled this interaction! Now when it comes to the matter of a changing price our agreement states clearly that this not an agreement until/unless payment is exchanged for title. We do have to change the price on vehicles after we come to an agreement sometimes for a multitude of reasons but we would be happy to talk to you over the phone and see about getting you the most our partner can pay for the vehicle! 

  Customer response

  09/09/2023

  
  Better Business Bureau:
  
  

  I have sold the car, so the fact that the business took months to respond is a moot point.  I understand price adjustments, but not the huge difference or the fact that paperwork was signed and then they redid the offer and sent other paperwork.  Had they picked up the car when they were originally supposed to, the first higher price would have been paid.  I would strongly caution other people from using their services, but thank you for your help.
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  CarVio sent a purchase agreement for my vehicle for 500 dollars. Payment was to be a check for the above amount at pick up. They took my vehicle with the keys and title signed and did not pay me. I am having extreme trouble getting anyone to respond. No one answers the phone and email communication is taking hours with no answers so far.

  Business response

  07/03/2023

  Most of our customers experience no difficulties with vehicle pickup or on-the-spot payment. However, if, in rare circumstances, a tow truck arrives without the check, we advise our customers to refrain from exchanging titles, keys, and the vehicle and instead request the tow truck to return with the check. It seems that we have been in communication with you and the local branch regarding this complaint. A check will be dispatched via ***** on Wednesday to address this issue. We sincerely apologize for any inconvenience caused and would like to assure you that this matter has been escalated to the local branch manager and their corporate office.

  Customer response

  07/03/2023

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted them thru an ad they had because I had a car that I was interested in getting rid of. They made an offer and spent the next week texting me and emailing me about the car. After I completed my end of the deal and signed the car over to them, they cut the offer by more than half. They then did not show up to get the car. A lame manager of theirs said he would put some of his own money up to get the car so that I could at least get paid half of what I was promised. These people are dishonest and rip people off. This is no way to do business.

  Business response

  04/25/2023

  CarVIO provides a service that does not require an onsite inspection, and the quotes  provided by CarVIO are provided in good faith. All quotes are subject to review and validation by our professional appraisers. We do this to avoid on-site negotiation by our tow truck drivers and we can make sure that customers are paid on the spot. The vast majority of our quotes are accurate and do not require revision. In this case the buyer made an error and switched the odometer reading for the zipcode. That lead to a higher price estimate, but was corrected by our appraiser team. We continually provide feedback to our buyers to avoid valuation errors. We are committed to improving our internal processes to avoid experiences similar to yours.
  

  Customer response

  04/28/2023

  they did not provide anything for 8 days but emails and texts replaying the sales pitch and ramming $2000 price down m6 throat. After I let them know the paperwork was in their name was when the story came up about putting the zip in the wrong place. AND considering they offered the price BEFORE I had even given them my address, how could that have happened? And I am not the only person they have done this to...there are messages on the ads they run on the internet telling of them doing this to others.

  Business response

  06/23/2023

  Human mistakes do happen from time to time and the offer was sent to you in good faith. Once the error was identified we corrected it with our sincere apologies, and even offered $150 more than the usual maximum amount. It appeared you accepted that offer, and then changed your mind afterword.  We regret that the error occurred, and can confirm that our Sales Advisor has not made the error again.

  Customer response

  06/26/2023

  This is their usual canned response when someone complains about their dishonest business practices. I am not the first person they have scammed in this way. The message boards are full of people who had the exact same scam pulled on them by this company. I am going to add my voice to theirs and warn anyone and everyone that I can so that more people do not get ripped off by these people unless they make this right. They refuse to answer phone calls to discuss this. They are going to keep scamming people unless someone stops them. They use the same tactics on everyone. They offer one price and agrivate you until you sign the paperwork over then low ball that offer and don't honor their agreement. They have done this to Lord knows how many people and will continue to scam people unless someone stops them. Their auction company was not even surprised when I spoke with them about the way this company operates. This matter is NOT closed and will NOT be closed until they honor the agreement and pay me the balance due. The "supervisor" was not even surprised about what had happened and NO LEGIT COMPANY operates like this.

  Business response

  06/28/2023

  We don't believe there's anything else that we can do in this situation. We've offered a sincere apology for the unfortunate clerical error. We also offered $150 more than than our best partner would typically offer. It is not true that we offer more money than possible as a tactic. Nor is it true that boards are "full" of stories about this occurring often. We will proudly stand by the overwhelming positive comments from most customers about their experience with our company. And we believe our service is superior because we pre-approve our offers prior to dispatching a tower. As a result our customers receive a ***************** and do not have to deal with the possibility of a lower offer during the actual pickup process. We hope that you can eventually accept that mistakes do happen and we're a company that continues to do better.

  Customer response

  06/30/2023

  You know this isn't legit as your own website has complaints of this same nature against them for their dishonesty. I am not the first person they have done this to. They do not operate in a professional or honest manner. Their own auction company responded that they know but all they do is sell the cars after Carvio has acquired them. I may not get justice in this matter but if I can stop one person from getting ripped off in this matter, I will. Their employee, *****, said they would pay $2000. His words were "I'm gonna get you $2000.00 for that car". He did this because their first low ball offer didn't interest me. They agrivated me for days with phone calls and texts and emails until I had the paperwork put into their name and THEN they changed the amount. They did that because then I had no recourse but to take their low ball check. No company employee is going to go into his own pocket to pay anyone unless they knew what they did was wrong. And that is what their "manager" ***** said he did. I wish I had researched them BEFORE doing business with them. The complaints ARE on the message boards. The complaints ARE on your own website because I have read them. This is wrong. They are wrong. They know what they did yet refuse to rectify the situation. 

  This may not get me justice but if it saves one person from being ripped off by them, it was worth it. 

  I am not finished. I will consult an attorney. I hope everyone who has been harmed by them unites and stops them. I may set up a website just for that purpose. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I excepted an offer of $3,625.00 from Car Vio on 4/6/2023 for them to purchase my vehicle. I sent in all the information they asked for by email. I also sent it by text. I also talked with several different people on the phone regarding my vehicle. I was honest about my vehicles condition being that it would start but not drive because it was in limp mode, but otherwise it was an excellent condition. Car Vio confirmed acceptance of this offer through email and text and it was scheduled to be picked up on Tuesday, April 11/2023. on Monday, April 10, Car Vio called me and said that their partner didnt want to pay me that much for my car and they lowered the price they would give to me to $2100. This was done the day before my car was supposed to be picked up. They had five days to change this information and let me know, but they didnt.

  Business response

  06/23/2023

  CarVIO provides a service that does not require an onsite inspection, and the quotes  provided by CarVIO are provided in good faith. All quotes are subject to review and validation by our professional appraisers. We do this to avoid on-site negotiation by our tow truck drivers and we can make sure that customers are paid on the spot. 
  

  The vast majority of our quotes are accurate and do not require revision. We continually provide feedback to our buyers to avoid valuation errors. We are committed to improving our internal processes to avoid experiences similar to yours.

  In this situation our Sales Advisor believed that the damages weren't significant enough to warrant a lower price. Our partner branch reviewed the information and made a different determination. The lower price was then offered and the customer understandably declined. We used this as a coaching opportunity for our Sales Advisor to avoid this error in the future. 

  
  

*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. ↩