Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my disappointment with the customer service experience I encountered after purchasing a vehicle and subsequently deciding to cancel the extended warranty.After buying the car, I felt it was in my best interest to cancel the warranty due to my needs. In April, I contacted the dealership, and I was assured that the cancellation would be straightforward. I was given instructions on where to send my cancellation request, and I complied by providing all necessary details.Unfortunately, my experience turned frustrating as I faced numerous challenges in following up on my request. After several weeks of back-and-forth communication, I was informed that my emails had not been received. Eventually, I escalated the issue to the manager, who promised that my refund would take an additional 6-8 weeks to ***********, after waiting the full 8 weeks, I find myself needing to call again, only to be met with no updates or explanations regarding the delay. Despite my efforts to resolve this matter, I feel as though my concerns are being dismissed, and my requests are being ignored.I have referred multiple clients to this dealership in the past, and it is disheartening to see such a lack of responsiveness and accountability. I have dedicated significant time and energy to this process, and it feels as though I am being discouraged from pursuing my rightful refund.An update on my previous complaint regarding my refund. After submitting my initial complaint on the Auction Direct USA website, a manager reached out to me and assured me that a check had been written to my lender for the appropriate refund.However, three months have passed, and my lender has yet to receive the check. Despite my efforts to contact your team, I have not received any responses to my calls or emails.This lack of follow-up is extremely frustrating, and I find this treatment unacceptable. As a customer, I would never expect to be treated this way.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased vehicle on 10/12/24. I went back to Auction Direct about 2 weeks later for a light issue. The light problem was corrected. I left and about a week later the engine light came on and I went back to have this corrected. They went to check the code and stated that it was an issue with how I was driving the vehicle and cleared the code. They also stated that if it is going to come back on then it would in about **************************************************************************** coming up. The light returned and I went back to make sure I was not outside of warranty. When I got there, they stated that I was outside of warranty by 200 miles. I had driven up to their location 3 times to get the work done. It is about 60 miles both ways so almost all of the 200 miles were me traveling to their location and getting nothing done.I took it to a different shop to get their opinion and they stated that there was epoxy on the air box to keep it shut. This could have caused the issue with the **** Purge Valve that was diagnosed by the code that came with the check engine light. When I called Auction Direct about this concern, they stated that is not something they would have done and would look at it but that I was still outside of warranty. I would still have to pay for the service. I ended up going with the shop that inspected it since I have worked with them in the past. I mechanic was concerned because it was not difficult to see the epoxy and wonders why anyone would put it on. I want to be refunded the amount I had to pay to get this fixed. I had to spend $1,496.61 to get the repays completed.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to get in contact with someone at the dealership to cancel my extended warranty since 3/27/24 for my gap claim to process for any additional refunds. Each time I get in contact with someone its send an email here or call this number. No one has answered an email yet or called me back to let me know if a process has started or anything. Its always let me see Ill give you a call back NEVER call back. They keep saying reach out to *************************** yet you cant even leave a voicemail on her line or get a response via email from her. One minute someone says itll take 5-8 weeks next 8-10 weeks but how would I know its started if no one can give me an update if its in the process?? *** contacted them countless times weekly. Im becoming fed up that no one has answers and constantly being transferred to the next person that doesnt know. Ive been in person to see if thatll be better NO; the only person that can help me is never there. I hope this will help me get some answers and someone will contact me pertaining to my claim.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a vehicle from this dealer on 1/29/24. We were given a 30 day tag. 30 days comes and goes and we go to the dealer and ask for another 30 day tag. 30 days comes and goes again and we go get our third 30 day tag. Then we receive the attached letter from DMV. I took the letter to the dealer and they assured me that I would have my tags before 4/27 and that no action was necessary on my part. Well, it is 5/1 and I still don't have my tags and need to go get my fourth 30 day tag. I've talked to numerous people at the dealership and no one seems to care. I don't fully understand the letter from DMV - I hope I'm not going to lose my car because of their incompetences. The letter says something about I have ten days to file any monetary damages against the dealer. I think they are just trying to keep me from doing that.I did request a free oil change since I need one before getting my tags which is ridiculous and they agreed to that. However, that doesn't solve the issue at hand.

  Customer response

  05/08/2024

   
  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.

  I went to Auction Direct to pick up my tags, FINALLY.  You can mark my complaint as resolved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2018 Chevrolet Malibu on 3/9/2024. I received 30 day tags that same day that expired 4/8/2024. I called 4 times regarding the soon expiring tags over the span of a week and an half before they expired and was told the first 2 times by the operator that they left messages with the title/tags department. The next time I never got an answer and the final attempt to call was told that an email was sent to Labarbara regarding the license plate. I never received a call back. On 4/13/2024, I made an in person visit to pick up the plate and was told they didnt have it and that I had a 10-day grace ****** on my now expired tag and was told they couldnt give me a new 30 day tag. I did a ****** review and was told to contact the manager named ****** which I was told he would be working on it to get to the bottom of it. I spoke with ****** yesterday and was told that they just received the title yesterday and that if I got pulled over the police could call the dealership to take care for the issue. I contacted the dmv to see if this car had been registered to me, the vin # didnt pull up in their system as anything registered and was also told that my name had no cars registered to me either. I then contacted my local police department to see if this 10-day grace ****** existed and they told me that I would be illegally operating the vehicle the day after the 30-day tag expired. I have yet to receive a license plate and now cannot legally operate this vehicle I paid for and financed. The police department advised that I contact the dealership to see whats going on. I was also never told during the purchase of this car that the dealership did not possess the tile. Either I need to be refunded IN FULL for this car or I need a legal tag provided today.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a car from auction direct and bought gap insurance from them. Both of our cars were destroyed by trees falling on them. Not long afterwards I had to answer questions to get my gap insurance to kick in. Fortunately I got all of my questions answered except one from auction direct the dealership I purchased my car from. Ive been trying to get one question answered by auction direct for a couple of weeks now, I got so frustrated that I called my gap insurance company and kindly asked them what I needed, what info I needed to answer this last question that I had. The business manager sent in something, but not what was needed, I tried to call this person and email her to let her know I had called my gap insurance company and that I had what was needed. I got one of the main people that are there that seems to run the place to tell the business manager that I needed to tell her what was needed and I waited on her call. She *************************** finally called me back and hung up directly on me.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The dealer did a "we owe you" for a motor cover for a 2015 ***** we purchased on 11-24-2024. I have emailed the salesman and sales ***** The first emails were answered with we will check and get back to you and now they will not answer emails. ***** says we should limit our driving due to this part helps regulate the motor temp. We need this part so the car is useable as regular transportation.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a truck on the 28th of April 2023. At this time the vehicle was not on the lot they brought it from the back, so I assumed it was a good vehicle. I never cranked the car they brought it out to me knowing it was a bad vehicle. The very next day as I cranked it, I noticed a loud scrubbing noise. I contacted them right away which had not been a whole 24hrs. They scheduled me to come back that following week. From that day forward I got the vehicle back, but the issue was not fixed. The noise was worse. After doing this back and forth for about 3 weeks I asked to just trade BC It was not good truck, They denied me and from that time on kept making excuses to fix it. Finally in October after waiting for them to let me know about a vehicle to drive BC they didn't have a car to trade while fixing mine. They let me know at the end of October that they wanted nothing else to do with fixing the truck BC they couldn't figure out the problem. So instead told me to let my warranty deal with it. After speaking back and forth with them I was told they won't cover the truck for anything BC the problem was Auction Direct problem from the beginning and my warranty could not be used to cover this vehicle at all BC of it. Not only have I lost money on paying for this warranty monthly but Auction Direct never applied my $3000 payment to my $15,000 purchase. They keep ignoring me and will not return any of my phone calls. I have left thousands of messages. They take my money and purposely stuck me with a vehicle that they knew was already messed up. Even the general Managers have not called me once to even car. its BC I'm Black African American and I have videos and recordings of how I was being treated.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Auction Direct various times to receive a refund on my GAP insurance and Extended Warranty. I completed the cancelation of both of these with Protective Assets Protection. I was informed that the paper work for this was received in September and processed the same month and that they sent the money to Auction Direct in October. I was able to get in contact with ****** at Auction Direct back in November but she claimed she was not aware of this. I contacted PAP again and they said that was not accurate information because they send the money directly monthly.

  Business response

  12/28/2023

  Our accounts payable administration made contact with this customer on 12/21/2023 and reimbursement check was provided the same day.  Thank you

  Customer response

  12/28/2023

   
  Complaint: 21038921
  
  I am rejecting this response because:

  although I received my check on 12/21/23, Auction Direct and its employees did not provide an explanation about not responding my emails or returning my phone calls. As a matter fact, after I email them on 12/21/23  at noon and you (the BBB) was copied on the email it was when I received the phone call. ********************* did not provide an explanation or did not apologize for ignoring me and my requests since 11/10/23.  I would like to know why they hold my reimbursement for more than 2 months. I would like to know why they did not have the professionalism and respect to return my calls or replied to my messages. 
  If you go there trying to buy a car the sales persons could become a pain calling and calling, texting and texting. But then for a matter like this you as a customer get totally ignore. 

  If I was the one owing money to them I am sure I would have been charged some interest or a late fee amount. Am I going to be payed interest for the 2 months they hold my reimbursement?

  Yes, finally I do have my money, but I am demanding a clear explanation. I am advocating for people whom English is their second language. For people whom dont know what to do in circunstantes like that. I want people working with Auction direct to learn to be respectful and thankful with their clients. Without clients they would not have business.   
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reached out to cancel insurance I was sold when I purchased my vehicle. I left multiple voicemails and I could never get the company rep to call me back. I finally called sales as if to purchase a car and was able to locate someone that gave me an email for an *********************. I reached out by email and she got back to me the next day said she was canceling my insurance and I should be receiving a reimbursement with in 8 weeks of *******. Since receiving that email I waited the 8 weeks but now I have not been able to get a response from her via email or phone call. When I call the main line to speak with anyone preferably a supervisor I cant get in contact with anyone other than an answering service. They tell me to call back later. I have all my emails with ****** if needed. I would just like to figure out where my refund is and when I should be receiving it. But no one will help me.

  Business response

  01/02/2024

  I spoke to our customer to inform them that their refund check is ready for them to collect.  Thank you

  Customer response

  01/04/2024

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

*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. ↩