Complaints

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:02/11/2025

  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 sound auto that was shipped to my home. It was issued with temporary plates that expired on 1/15/25. Sound auto informed me they would handle the registration in my state and mail me my license plates. The temporary license plates have been expired for a month now and I still do not have my regular plates to use the vehicle. I have contacted the dealership several times and they continue to say there is nothing they can do about it. Dave D***** has refused to provide any help with getting my plates so that I can actually drive my new car. He continues to tell me he can’t do anything and that it’s “out of his hands”. As a single parent of 3 kids I rely on having a vehicle. When I inquired why I can’t handle the registration myself I was told that they had to do it. They included the tax into the loan and therefore had to do it this way.

  

  Business Response

  Date: 03/01/2025

  The plates and registration were mailed to you last week.  Please confirm that you received them.  We are sorry for any inconvenience.  Sometimes the motor vehicle departments in various states hold things up and it is beyond our control.  We hope you enjoy your vehicle - you bought a very nice car.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  “out of our control” was the excuse given over and over when I inquired regarding the status of the plates. I was not given any information to follow up on this issue myself. I was asked to provide more information proving residency after the temp plates had already expired. It was then weeks later before my town hall even received the proof of the tax being paid. When I first inquired about this process I was told “we ship cars out of state all the time, it’s easy”. There was zero consideration for the customer and how their life would be impacted by not having a vehicle. The priority was making the sale then have zero accountability. 
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 03/04/2025

  Have you received the plates?

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The plates were finally sent over a month after the temporary plates were expired. The vehicle was not able to be driven for over a month because of this issue. This is not a simple “did you get your plates?” This comes down to the company taking no responsibility and doing nothing to facilitate the process other than saying “it’s out of our hands.” 

  Sincerely,
  
  **** **********

• Initial Complaint

  Date:01/24/2025

  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.

  Summary of Events: 1. Purchase and Financing: On October 14, 2024, I purchased a vehicle from Sound Auto Wholesaler in *********** from ******* via internet and phone. The vehicle was fully financed through ******* ***, and I provided all necessary documentation for the registration and license plates at that time. I was informed that I would receive my permanent registration and plates within 7–10 days. 2. Temporary Tag Issued: After requesting multiple times, I was issued a temporary tag that expired on November 28, 2024. 3. Follow-Up Attempts: Since the expiration of the temporary tag, I have contacted Sound Auto Wholesaler daily. I have spoken with representatives Dave B**** and Dave D***** via phone, email, and text messages in an effort to resolve this matter. Despite my persistence, I have not received my license plates or registration. 4. Unprofessional Behavior: During my communications, I have encountered disorderly, disrespectful, and belligerent behavior from the dealership staff. On several occasions, my calls have been hung up on when I attempted to address this issue. 5. Conflicting Information: I was informed by the dealership that my registration was sent to the state of *** **** and then back to *******. However, after speaking with the ******* ****** ** ***** ******** *****, I learned they have no record of receiving any documentation related to my vehicle. Current Issues: The ******* State Police have informed me that if I am caught driving without proper registration and plates again, my vehicle will be impounded. This is a serious issue, as I rely on this vehicle for transportation. The lack of execution on the part of Sound Auto Wholesaler has put me at risk of legal penalties and significant inconvenience. Thank you for your time and attention to this urgent matter.

  

  Business Response

  Date: 01/29/2025

  Your registration was held up because you were in violation of some requirement in your state.  Because of that you needed to bring your car in to the ***** ******* ********** *** ********** which you delayed doing.  Nothing we did caused this issue.  It is my understanding that this is now cleared up and you plates have either arrived or are on the way.  Thank you for your business and we hope you enjoy your vehicle.

• Initial Complaint

  Date:10/09/2024

  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 brought in my ****** to Sound auto wholesalers for AC repair in July. Ever since, my car battery has been drained too many times to count. I got a brand new battery, and it still failed to turn over. I brought it to another mechanic, ******* of *******. They looked at it and said that the AC is draining the battery because the AC was installed improperly. Sound Auto wholesalers won't see it, unless i pay $200 for diagnostics. I bought this car from them. My daughter is the main driver.

  

  Business Response

  Date: 10/12/2024

  You purchased the vehicle in March of 2023. over a year and a half ago, and it was in our shop in July of 2023 over a year ago.   We are sorry but the warranty which is 90 days has expired.  

• Initial Complaint

  Date:07/10/2023

  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.

  I inquired about a car I saw online. After deciding I would not purchase the car and would like to discontinue communication with Dave, my credit has been ran over and over everyday since without my permission. My credit score dropped 50 points over the past few days since blocking him from calling me. He was harassing me which caused me to block him. I made it very clear I was uninterested in moving forward with my purchase. I decided to do research and read reviews and realized this has been done to many people not just me. The nonstop phone calls were just too much and after blocking him… I get credit alerts multiple times a day saying there has been an inquiry into my credit from Sound Auto Wholesalers. I had to put a freeze on my credit. This is criminal behavior and he needs to be stopped. Please help me. I do t know what else to do at this point.

  

  Business Response

  Date: 07/19/2023

  You submitted a complete credit application with a copy of your drivers license/  We submitted to 3 different lenders to obtain an approval with a no money down purchase.  One of the lenders approved you.  This is standard practice in the industry.  Dave B**** repeatedly  tried to contact you to let you know that you were approved and to set up a delivery of the vehicle.  You then backed out of the deal with is your right.   Everything we did was completely legal and above board.  

• Initial Complaint

  Date:05/18/2023

  Type:Order 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 car in March 2020. Issues with car registration horrible service Now fast forward to May 2023 car is paid in full with ******* *** on April 19, 2023. Title is supposed to be mailed to us. Contacted ******* *** and they do not have the title. The dealership never sent to them. ******* *** has tried several times to contact the dealership for the title and no response from the dealership. No title. I have the paid in full contract from ******* *** but not title to my car. I now have to go to *** and pray I don’t have an issue. This dealership is kiting which is illegal. You can’t sell cars to people without the title.

  

  Business Response

  Date: 05/19/2023

  I believe that your conversation with our General Manager Eric cleared this up.  Unfortunately, the ***** ******* Department mishandled this and we understand that you have an appointment at ***** ******* to obtain the title.  Do not hesitate to call Eric back if there are any remaining issues and we will assist you.

• Initial Complaint

  Date:03/31/2023

  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.

  I purchased a vehicle 02/22/23 made a down payment of 2000 and did not receive the vehicle until 3/6/23 the car had some issues they had to fix prior to handing it to me and only after two weeks the check engine light came on and I was stuck on the street because the car wouldn’t start, so I brought it back to fix 3/20/23 and did not receive it until today again 3/30/23 and i believe the transmission slipped(jerked) again during the drive back home today, at this point the car hasn’t been in my possession for more than 30 days and I’ve already made a payment for April. They have given me a vehicle basically as undelivered goods. If they cannot provide me with a proper repair I’d like a refund and credit report fixed and I will take my business else where.

  

  Business Response

  Date: 04/14/2023

  We apologize for the difficulty with the vehicle.  We currently have it at a ********* dealership to resolve all the issues.  In the meantime we have provided you with a loaner.  As soon as the vehicle is ready (soon) we will return it to you. There will be no cost to you and we will restart your warranty as of the day you receive it back.

  Customer Answer

  Date: 04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• 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.

  I purchased vehicle on 2/1/23 ** **** from out of state,** dealer, Sound Auto. Full inspection after purchase due to strong odor and tires losing air.Car was seeping fuel from 2 lines.It failed safety inspection on multiple points.Dealer was aware as it is on record as requiring immediate attention while owned by Sound Auto. - 2 seeping gas lines/missing safety items for wheel and engine/2 bent rims/faulty tire bubbled outer wall.Tires had been SPRAY PAINTED and put back on rim before drying. causing paint transfer. Makeshift patch covering bent rim/tire gap. R/F lower ball joint issues. Failed shocks& suspension. Missing 3 pieces engine cover parts&wheel well cover. NUMEROUS calls to dealership and service department. Only received one response to rectify the tire wall cover. They said they would mail it and I could do it myself . Waited a month and the part was never sent. Mercedes said unsafe to drive and repaired gas lines. I expected Sound Auto to address the repairs under warranty but have since refused all. After numerous failed responses, I emailed the owner, Dan M***** directly and still have not had any cooperation in repairing the vehicle. They have taken great strides to attempt to run out the clock and responsibility on 60 day warranty. -Charged $299 for VIN etching and claimed it is a ** state law I ACCEPT it.I refused but was charged under accepted defects. They rush paperwork limiting my view on a PC. Charged additional $325 registration fee, was said to be refunded if ** state registration doesnt exceed dealers $699 negotiable conveyance fee.No refund sent. They sold gap insurance but provided NO DOCUMENTS for policy or cancellation process. I found the company on ****** to directly request refund after no response from SA to cancel. My vehicle is not safely operable.Sound Auto refuses to reimburse for additinal OOP repairs to make it drivable to their shop and refused to pay for tow to repair there.I'm left with no car without repairing OOP.

  

  Business Response

  Date: 04/05/2023

  This is a ongoing complaint that we've responded to in detail on previous occasions.  We refunded the charge in the complaint.  As a matter of fact we undercharged for the registration and absorbed the difference.  There is nothing more we are willing to do.  Every part of this transaction is ethical and legal.

  Customer Answer

  Date: 04/07/2023

  Complaint: ********
  
  I am rejecting this response because:

  
  Their response only addresses registration and the gap insurance I did not receive a response for - until after I contacted the company directly via ****** search.

  Sound Auto failed to respond to the other numerous issues reported.

  The rest of the statement is UNTRUE. I have NOT received ANY response from them since requesting repairs under warranty. 

  After many failed attempts to get a response from the dealership, I managed to reach the Autobody department on two occasions. First occasion, I was offered to be mailed one of the missing vehicle parts for self repair-which was not sent. The second call- they refused-to address all other issues I reported of the vehicle. Some I have had to pay for out of pocket. They said they were unaware of any issues with the vehicle and placed blame  on previous owners neglect. This vehicle was in possession of Sound Auto Wholesalers for two years, and 38,000 miles of driving. 

  I sent a letter to Dan M*****, asking for assistance to avoid continuing any complaints with Better Business Bureau and *** consumer complaints. Still, aside from this response, NO REPLY from him or his team.

  I have receipts for out-of-pocket expenses which should have been covered under their warranty. I have estimates for due repairs and replacements that are still needed. 

  Sound Auto is NOW only responding to BBB complaint. Only after the 60 day warranty has expired. This response is the ONLY response since requesting any issues be addressed. 

  
  Thier response is incomplete. They failed to address the number of issues mentioned in my first complaint referencing this vehicle.Does Sound Auto intend to respond to those or does this letter indicate they will take responsibility for the other claims?

  On our call when they claimed they were unaware of issues and indicated previous owners neglect was out of their control: They had ownership of the car for an extended period of time before selling it. STILL, they sold me the vehicle with gas leaks among other safety concerns and temporary repairs that were not apparent without further inspection. I completely reject the fact that they are ethical.  They sold a car that was not properly or safely ready for the sale. They exhausted the manufacturers warranty while in their possession, and left the rest of the repairs at the new buyers expense. The question of their ethics is not my only reason for the initial complaint. There is still much to be addressed with this vehicle.

  Was Sound Auto highly rated by Better Business Bureau based on response percentage?  If they were rated on accountability to customers or good business practices, they fail miserably. BUYER BEWARE! 

  
  I welcome any other response they may have since they failed to address all topics in my first complaint.
  Sincerely,
  
  ******** ******
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/14/2023

  We've gone through this many times with you.  From the very beginning your demands have been unreasonable.  We are sorry there is nothing further we are willing to.

  Customer Answer

  Date: 04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  STILL nothing has been addressed by Sound Auto. You have made it clear that you never had  an intention to honor the 60 day warranty and you have verified that with your response to request for reimbursement of the repairs that I had to pay for out of pocket within the 60 days. Sound Auto sold an unsafe vehicle that was leaking gas upon other safety issues and refer to requests for service as " unreasonable demands." They were perfectly reasonable requests for service or reimbursement as you failed to adhere to the legal 60 warranty contract.  These 2 responses from Sound Auto   have clearly stated that they will not participate in offering any resolution.  

  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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.

  On 20 September 2022, I bought a used 2018 *** **** with 58,750 miles on it. The Finance man, Dave, had me sign 12 pieces of paper. (I was offered no time for reading them, although one of the pieces of paper I signed said I was offered time.) I reviewed them when I got home and noticed I had been charged $1299 for a GAP policy. When asked with five, I have always turned down GAP policies...I was not asked, rather, it was buried in one of the 12 documents I was required to sign for my "deal." Also, I discovered something called an "Anti-theft Protection Product Warranty" for $299. The car has an anti-theft deterrent and I live in *** **** and have no need or desire for this. I wrote my salesman, George Bennett immediately and said I felt Dave "had pulled a fast one" and I was very unhappy about it. I asked whether I should deduct this amount from my down payment when the car was delivered. NO RESPONSE. I had promised a down payment of $7250 and when the car was delivered to my home on 9/23, I gave the man my check as well as both pieces of paper regarding the GAP and anti-theft warranties with the word NO on them (photo available). NO RESPONSE I was driving to Maine the next morning and the first thing I noticed was the cruise control malfunctioned. After attempting to continue use, I got the message saying "CANNOT ACTIVATE CRUISE CONTROL." Today, I was told they will not repair this and I must take it to BMW for a fix. I realize that I am responsible for what I sign HOWEVER, others should be warned of these deceptive business practices. Sound Auto took down it's ad for my car before I even left its store. WHY? I'm sure it said the car had cruise control and, this one does not (my potential repair cost $200-$500). I know that, in Connecticut, the company which financed the car (****) has a right to request GAP insurance. I will contact them and tell them that I would not have agreed to their terms had they been told to me.

  

  Business Response

  Date: 10/17/2022

  In the interest of customer satisfaction we are cancelling a refunding both the GAP Insurance and VIN Etch.  Thank you for being a Sound Auto customer and enjoy your vehicle

  Customer Answer

  Date: 10/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Not only is it satisfactory, it is terrific. $1300 is a lot of money for a 75-year-old.  I am glad I can once again rave about SOUND AUTO. 
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:08/02/2022

  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 received a car from this business a year ago and my car over heated on sometime in may and was towed directly to the sound auto service center and then was towed to ***** on the 6/7/22 and they are not willing to fix my car even with my supported up to date maintenance

  

  Business Response

  Date: 08/14/2022

  The vehicle you purchased from us was an ******** - not a *****.  Also you purchased an extented warranty so you should have coverage depending on which vehicle you are referring to.  As far as an exchange is concerned we will take any vehicle you have as a trade in against another one.

• Initial Complaint

  Date:07/12/2022

  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.

  I purchased a vehicle at Sound Auto on January 21, 2022 for $42,499 dollars. I was informed by the sales representative that they replaced all four tires on the Mercedes’ and I had all new tires. I didn’t start driving the vehicle until late February. Upon bringing the vehicle to Mercedes Benz of ********** for a engine cover recall The technician had advised me that the vehicle was sold to me with a Continental tire and that the dealership should not have sold me the vehicle with that type of tire since it is not safe. also there was a bubble in the front fleet tire as well that I had to replace. The service technician at Mercedes of ********** had advised me that he will do the work for free as long as the dealership orders the correct tire and have it sent to their location for the work. I have called sound Automotive a few times with no response or no return of my voicemails I have also mailed a certified letter that I wrote dating on April 7 with the service technicians contact information and receipts with no respond. I included the repairs done on the tires and the service technicians name and number to contact for to speak to him about the continental tire that vehicle had with no response from Sound Auto. I also indicated I wanted to cancel the gap insurance, in which they cancelled which confirms receipt of my letter but no response regarding the incorrect tires on that vehicle and the safety concerns. I would like a new correct tire sent to Mercedes’ Benz of ********** for replacement and a refund on 5e tire I had to replace

  

  Business Response

  Date: 07/29/2022

  We put all new tires on the vehicle prior to sale.  The tire brand is recommended by the manufacturer.  If a problem developed with a tire months later, it could be for many reasons including hitting a curb or object in the road.  Tires are warranted by the tire manufacturer.

  Customer Answer

  Date: 08/03/2022

  
  Complaint: ********
  
  
  I am rejecting this response because:The dealeship did not put new tires on my vehicle. They neglected to ever put the same type of tire or brand. Sound auto put a continental tire on my vehicle so clearly the tires you put on the vehicle were clearly not the recommendations of the manufacturer. Especially when I have the Mercedes’ representative from Mercedes’ of ********** service center advise me to at the continental tire is not Safe nor should it have been sold with the tires the dealership had . Dustin (service center rep) was so concerned that he provided me with his contact info for sound auto to discuss the tires. He even stated that the dealership can just order the tires to Mercedes’ of ********** and he will do the work for free  especially with a newborn baby safery should have been sound auto main concern. As far as sound auto replying that “anything could have been hit in the several. months I was driving the. vehicle,  please refer tk my receipts.the car was registered in mid feb and I was in the shop first week of march. I have reache out numerous amount of times with no response . Horrible experience. As I already forwarded the Mercedes’ service center contact infO for the rep who was willing to provide great customer service and comple the work for free, sound auto still has not even made contact with them to at least discuss. All I want is the four correct tires be ordered to the Mercedes’ of ********** so my family and I can have a safe vehicle to  drive in as well as reimbursement of the out of pocket expenses i had replacing the defective tire that doesn’t even belong  on the Mercedes’ cla250

   

   

  I '., I ' a
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 08/14/2022

  Please visit this official Mercedes tire center..  Continental tires are clearly recommended by Mercedes.

  Mercedes-Benz Tire Center (***************.com)