ComplaintsforAutoTrader.com

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello,I'm writing because I really need help.I purchased a vehicle from Autotrader Private Exchange (APX) on March 22nd 2024. I paid upfront in full $78,230. before even seeing the vehicle. One of their fees was for plates and title. After 30 days I called APX looking for the plates and title, my son is an active USMC and we were able to secure a loan through Navy ******************** (NFCU). It's been over 2 months and there's no title or plates, even worse, there's no answer when NFCU will get it. I have called APX 2xs/week for the last month (8 times!) trying to resolve this issue without any progress, I have spoken to **, *****, *********, ***** (which was very rude and refused to let me know or give a call back any info about the title) and *****. Now NFCU is threatening to increase the APR if the title is not provided in a timely manner. APX makes up all kinds of excuses and blame everyone but do not give an answer of when the title will be in our hands. Please help me as the interest of my loan will go up because APX refuses to give us the title even though they got paid OVER 2 MONTHS AGO.Thank you.*************************

  

  Business response

  05/28/2024

  ******,

    Thank you for reaching out to Autotrader via the BBB.  We have researched your case and see that you called in on 5/24/24 to discuss your case with one of our agents.  It appears that there was a hold up on your title due to a missing signature on one of your documents.  We're currently awaiting the state of ********** to review the odometer disclosure statement.

  Customer response

  05/28/2024

   
  Complaint: 21755255
  
  I am rejecting this response because:

  This is the same response they have been giving since April 22 when I called the 1st time (30 after taking possession of the vehicle), "there was a mistake". here's a copy of the **** receipt when I sent them the paperwork mentioned, dated April 26th, over a month ago. Since then they have not provided plates nor title and refuse to give an update. Attached is also letter I received last week from FNCU threatening to increase interest rate.
  
  Sincerely,
  
  *************************

  

  Business response

  05/28/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay and inconvenience you have experienced regarding the transfer of your vehicle title. Here is an update on the situation and the steps we have taken to resolve it:

  
  Initial Submission 4/23: The original title was provided to our third-party registration company. Unfortunately, the back of the title was signed incorrectly, which led to the deal being put on hold.

  
  Review and Hold: It took approximately 30 days (deal sold 3/22) to collect all necessary documents and submit the deal. Two weeks after submission, the registration company reviewed the title and identified the issue, putting the deal on hold.

  
  Error Resolution: Over the next two weeks, we worked diligently to resolve the errors on the paperwork. Despite our efforts, it became necessary to obtain a duplicate title to correct the signing error.

  
  Duplicate Title Obtained: On 5/21, we successfully obtained the new title. It has been mailed out for the necessary signatures.

  
  Expected Completion: Considering mailing and New Jersey processing times, we anticipate that the final registration will be completed no later than 6/19.
  We understand the frustration and inconvenience this delay may cause and appreciate your patience as we work through the necessary steps to ensure everything is completed correctly. We are committed to resolving this matter as quickly as possible and will keep you updated on any further progress.

  Customer response

  05/28/2024

   
  Complaint: 21755255
  
  I am rejecting this response because:

  6/19 will be over 90 days, very conveniently after I forwarded ***** the email from NFCU where it shows "loan date: 3/18",  NFCU to increase the loan after 90 days, very disgusting move just because I got the BBB involved. Seems like reviews and complaints do nothing for Autotrader and their employees to changes their ways.  At 90 days I will seek legal advise. 

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

  Customer response

  06/24/2024

   
  Complaint: 21755255
  
  I am rejecting this response because: I came to you a month ago trying to resolve my issue with Autotrader, they refused to give me updates on the title of a vehicle I purchased from them back in March 2024. They stated the title would be in my hands no later than 6/19, today is the 20th and there's no title or plates. Please help!!

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

  

  Business response

  06/27/2024

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

    We apologize you are experiencing receiving your title.   Our records show the title has been delivered on 6/26.   If this is not the case, please contact us at 1-866-AUTOTRADER ***************).  

  Customer response

  06/28/2024

   
  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to my temporary move to ******, I was trying to sell my car. I paid $49.00 hoping that this site would help me sell my vehicle. Unfortunately, after I made the payment I was never able to log in to have access to my car listing. Also, after making a $49.00 payment this Autotrader website wanted me to pay additional fees for some car tests and miscellaneousfees to make my listing "stand out" and only required on Autotrader website. Finally, I received only 2 fake scam offers via autotrader, and on the contrary, without paying a single ***** I received real and legit offers for my car via ********** and ******** marketplace. I feel that I was scammed by Autotrader / onlinevehiclelisting and it was a waste of my money and time. During the last few months, I tried calling and asking for a refund from Autotrader but with no success. Please refund immediately: Onlinevehiclelisting /Autotrader.com from 01/22/24 for $49.00 - to the original bank account. at ************************ has been notified and if no response and no refund then the transaction from 01/22/24 for $49.00 will be reversed as fraud-charge back.

  

  Business response

  05/28/2024

  ******,

    Thank you for contacting Autotrader.com via the BBB.  We have researched your case and found your listing was posted live to or site for approximately 3 months.  Unfortunately we can not guarantee the sale of a vehicle on Autotrader.  A complete list of our terms of service, including refund guidelines are available here.
  
  ******************************************************
  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid to list a vehicle for sale on their site. Received a constant supply of scam buyers. No legitimate buyers. Contacted customer service, they did not care at all that their site was solely providing scammers trying to ******* my vehicle. Refused refund and did not even offer an apology.

  

  Business response

  05/03/2024

  Thank you for reporting this to Autotrader via the BBB.  We have looking into your issue and will be offering a refund as a courtesy for the cost of the listing.  Please allow 5 to 10 business days for a credit to show on the credit card used to place the listing.

  Customer response

  05/03/2024

   
  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

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid for an ad to sell my car, but after selling my car, Auto Trader wont remove the add despite repeated requests. I keep getting inquires, which are wasting my time to respond to and wasting the time of multiple people looking to buy a car that was already sold.

  

  Business response

  04/22/2024

  Thank you for reaching out to Autotrader via the BBB.  We see this listing was removed on 4/21/24 when the account holder updated the listing in their account,

  Customer response

  04/22/2024

   
  Complaint: 21544208
  
  I am rejecting this response because it took numerous requests to have my listing removed and multiple people reached out to me trying to buy a car that was already sold. Auto Traders refusal to take action when requested inconvenienced many people and Auto Trader needs to do better in the future. I will never buy or sell with them again but many others will and they should not have to go through this process simply because Auto Trader refuses to take timely action. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/29/2024

  ******, your ad was removed as the account owner removed the ad on April 20.   I have reviewed your account and see that no additional messages were sent to your account by new buyers after April 20th.   Note, we do NOT display your phone or your email on our platform.  If you chose to share your email and/or phone with clients to take conversations off platform, we are unable to assist with those unsolicited contacts.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 16th March 2024 bought a car through Autotrader Private Exchange. (2022 Range Rover Sport)Initial price of the car was $68750 + fees = $75606. Autotrader confirmed to pay this amount and if negotiation changed the price they would issue a refund.Final negotiated price of the car was $62500 + fees = $68800 Therefore I am due a refund of $6806 Calls to Autotrader go unanswered, Tried 6 times thus far.Emails to autotrader go unanswered. Sent 4 mails thus far.Today is March 21st

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have received nothing but phishing attempts as a result of placing an ad on this site. More than 30 messages exchanged and not a single legitimate inquiry.

  

  Business response

  03/07/2024

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

    Thank you for contacting Autotrader via the BBB.  We have researched your case and see that you listed a 2016 ***** Fit for ****** on 2/18/24.   The ad did post to our site and was live for shoppers to view.  We unfortunately cannot guarantee your vehicle will sell on our platform.    I see the ad was removed by the seller.  If you would like us to reactivate the listing for you, please let us know by calling ************.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Remove my personal information from there website and possibly refund the transaction as this was not what I expecetd at all. see attched document.

  

  Business response

  02/07/2024

  *****,

    THank you for contacting autotrader via the BBB.   Unfortunately we are unable to refund a advertisement that was posted to our website.  To have your personal information removed from our site, please use the following link.   
  
  **************************************************

  Customer response

  02/07/2024

   
  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

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is too long too many characters therefore I am attaching it as a document

  

  Business response

  01/26/2024

  ******,

   Thank you for reaching to Autotrader regarding a complaint you had about a dealership.  Unfortunately Autotrader is unable to assist with the purchase and financing you made with a dealership.  You would need to contact the dealership for assistance.

  Customer response

  01/26/2024

   
  Complaint: 21203167
  
  I am rejecting this response because:

  I did not file against auto trader 

  I filed a complaint against **************** 
  
  Sincerely,
  
  *************************

  

  Business response

  01/29/2024

  ******,

     The BBB sent your complaint to Autotrader.  You will need to let them know this complaint was satisfied and have the BBB create a new complaint with that business as the BBB sent your complaint to Autotrader.   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ad in Dec 2023 to sell my ******* I didn't receive a single qualified lead and just tons of spam/inquires from dealers for incredibly low-ball tradein values (if I wanted to sell it to a deal I wouldn't need autotrader). I got more traction and leads through a ******** marketplace ad than through autotrader. The service did not provide any value and the legit consumer leads are non-existant, so what did I pay for? It's very disappointing that Autotrader sells a service like this and isn't willing to consider a refund when it's not in any way provided the service they claim to sell. I called autotrader today and though the person on the phone was nice/polite, she said they don't do refunds. My ad ID is ******** and I placed the listing on 12/20.

  

  Business response

  01/17/2024

  ******,

    Thank you for reaching out to Autotrader via the BBB.  We do not guarantee a vehicle will sell on our platform and thus are unable to post a refund.   That being said, we did take a minute to review the last 2 lead sent to your account (as the complaint was for invalid leads), and the last 2 leads sent to your account 4 and 5 days ago, were never replied to in our tool.  You will need to login to your account to interact with buyers of your vehicle.  Please let us know if you would like to reactivate your account so you can sell your vehicle to these potential buyers.

   

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2012 ****** Prius from seller on Autotrader. There are multiple issues with the transaction and the business practices of AutoTrader: 1. The seller's guide (attached) does not state that the buyer is liable to pay $199 escrow fee. The fee details are presented after the buyer has met test driven the vehicle, agreed on a deal, and accepted the offer. 2. AutoTrader gives the impression that they will process the paperwork for you when they do not. In my case, the registration etc. needs to be done by visiting a local auto tag place. (See highlighted area from page 6 of Buyer Guide).3. AutoTrader sent improper title with corrections to odometer field which the *********** does not accept. This was verified by two local auto tag companies in ******* **. This demonstrates the paperwork was not properly validated for the services promised and thus causing further delay with the vehicle registration where the seller needs to acquire a new title. I reached out to AutoTrader management twice: 1/5/2023 (talked to Able or **** (sp?)) and then on 1/16/2023 and spoke with ****** asking for a refund of the $199 and that their services are misrepresented and there has been no resolution.

  

  Business response

  01/17/2024

  Sali,
  Thank you for contacting Autotrader via the BBB.  We have researched your case.  The escrow fee may be up to 2% of sale price of the vehicle.   For states Autotrader is not licensed as a dealer, to simplify the process, we will put together the packet to take to your local ***.  Please note, this package is meant for the *** , and is likely the reason 3rd party registration tag companies are not accepting these documents.   We see you have called in and spoke to agents who explained this process to you as well.  We are unable to process a refund for you.
  
  If you have any additional questions, please contact us at **************.  **** has been briefed on your case and can respond as well.

  Customer response

  01/18/2024

  The Autotrader Buyer Guide and/or the Escrow FAQs nowhere list the escrow fee of up to 2%. The up to 2%escrow fee is not disclosed. 

  The letter sent from Autotrader to process the registration clearly states that the paperwork can be taken to the local DMV, tax office or auto titling office (see attached page 1), which is contrary to the response. I went to *********************************** (****************************** and ********************************* ***************************************************** to get paperwork processed. Both have been in business for more than 30 years. Then, today I even went to the local DMV/******* ******************************************************** where I was told that they do not process title/registration paperwork and that I needed to go to an Auto Tag place instead. Thus, the response provided is inaccurate and the paperwork invalid and even incomplete. In fact, ******************* and Autotags mentioned that an original copy of the death certificate of the co-owner was necessary along with another form. 
  

  The point of the complaint is that the Autotrader buyer information and services for consumers are misleading and deceptive for those residing in ************. The site gives the impression that the seller should go through the Autotrader paperwork and that the buyer can purchase the vehicle even on the same day as long as you are close to a ***** Print location and that the paperwork will be processed via Autotrader (which is apparently not true)for ** residents. Then in my case, Autotrader still sent incomplete paperwork and not able to register the vehicle or transfer ownership of it. 

  

  Business response

  01/19/2024

  Thank you for contacting Autotrader via the BBB.  Here's a URL that discussess the escow fee.
  
  
  ***************************************************
  
  

  Additionally, we are unable to share personal identifiable information with 3rd parties such as the BBB.  Our titling team will be reaching out to assist with your DMV issue.  Or, feel free to contact our Private ************************** at **************.
  
  Regards,

  Corporate Affairs

  Customer response

  01/20/2024

  Complaint: 21153924
  
  I am rejecting this response because:
  
  1. Undisclosed and misleading business practices for PA buyers: I was presented and charged the $199 escrow fee after having test driven the car, negotiated with the seller and accepted the deal. The escrow fee (up to 2%) is not disclosed in the referenced FAQs: *************************************************** and the Escrow FAQs: *************************************************** and only presented at the time of processing the payment. The FAQs state "The escrow fee helps cover costs for shipping and other fees in securing your clean title so that you can remit tax and registration at your local DMV to receive your new perfected title and registration". Despite the amount not being listed, the sent title was nowhere close to being 'perfected' and could not be processed at either one of the two auto tag locations in the area. Autotrader also insisted I needed to go to DMV. Upon going to local PA DMV, I was told they do not process such paperwork and that I needed to go to a local auto tag place.

  
  2. Unfulfilled 'escrow' services for PA buyers: If Autotrader is referencing the "What's the cost to by a car with Private Seller Exchange" which discusses the $199 documentation fee, in my case, Autotrader did not satisfy 2 of the four listed items.
  
  a. 'They did not prepare documents (so that I did not have to!)'. In this case, they could not process the PA registration paperwork as they apparently not registered for this in **.  In the Buyer's Guide "How do you register my car for me" for all other states, which would include **, Autotrader states: "Upon purchase, expect a temporary permit from a different state. No worries we'll handle the registration in your state. Depending on your state, additional paperwork might follow...." This is misleading as ** was is part of the "other states". 
  
  b. "Title Delivery to you or your lender (when applicable". Autotrader did not deliver the proper title and related paperwork to register the vehicle in PA.  
  
  As a PA consumer purchasing a vehicle from a local seller, the Autotrader services were unnecessary and misleading for the reasons listed above. The seller insisted we had to go through Autotrader. I incurred the extra $199 undisclosed escrow fee, Autotrader could not process the registration, and did not receive the proper title and documentation to register the vehicle.
  
  Sincerely,
  
  *********************

  

  Business response

  01/24/2024

  Sali,

    Thank you for the note.  We are unable to refund the escrow fee for your vehicle.    Autotrader provided a packet of information to streamline the process at the BBB, and have been unsuccessful attempting to reaching you to assist with any issues you may have experienced at the DMV.
  
  As was previously stated, we are unable to share personal information with 3rd parties such as the BBB.  Please call Autotrader at ************** to assist. 

*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. ↩