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:02/07/2025

  Type:Sales and Advertising 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.

  We purchased a vehicle from Quest Auto Sales in June of 2024 and not even four months after driving it the battery of the Tesla came back faulted (which is a 10,000 dollar fix) We were told this vehicle was purchased from Tesla themselves and had been monitored to ensure it was in good working order to be sold. When speaking with the owner he stated there is nothing he can do for us unless it was from 7 days from the original purchase date. The owner slipped when speaking to me and stated he purchased the car from an auction (which was not stated to us when purchasing the vehicle) We would never purchase a vehicle bought from a third party dealer from an auction. The owner hung up in my face on the phone call and said "take it up with Tesla". After calling Tesla they stated that the third party dealer is absolutely responsible for selling us a faulty car that we are now not able to use due to this battery mishap.

  Business Response

  Date: 02/10/2025

  The person that made this complaint is not our customer. Our customer purchased a used Tesla Model 3 on 7/6/2024.

  All of our vehicles as well as any other used car dealership purchase their inventory from various different Auctions all over the United States. That's not something we "hide" as this person claims. Whenever we purchase a Tesla, we take it to our local Tesla repair facility since they're the only ones that have the tech/tools to repair and diagnose these vehicles. Tesla also notes any time the vehicle is taken in for repair or diagnosis. 
  

  We took this vehicle to Tesla to make sure there wasn't any repair needed 2 days before the sale. They completed the diagnosis and there was nothing wrong with this vehicle. As we mentioned, Tesla notes on the vehicle's history when it's taken into their repair facility as well as writing a report to what was done and their findings. 
  

  We sold a vehicle with zero battery issues on 7/06/2024. If their battery presents a problem, then Tesla would be the entity to contact. We do not make Teslas here at Quest Auto Sales. We have been in business for over 25 years and we did our due diligence in inspecting all our vehicles before putting them up for sale. After a vehicle is sold, we have no control or knowledge on how the new owners maintain it. 
  

  As for the person who made this complaint, her hostile tone, attitude and threat to “get lawyers involved” eliminated any productive conversation going forward.
  
  

  
  

• Initial Complaint

  Date:05/21/2024

  Type:Sales and Advertising 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 purchase a vehicle at Quest Auto sales INC on 5/15/2024. I decided to purchase a 2019 ******* ******, but I was never disclosed that these vehicles were being stolen. I gave $3,000 down cash and signed a contract, but when I tried to insure the vehicle no one wanted to insure this vehicle due to theft. I found one insurance company, but they wanted to charge me $500 a month. I called my bank and explained the situation and they stated I could cancel everything. I took the vehicle back 5/17/2024 and explained the situation. The general manager *****, stated that he can not give me my down payment back and was trying to force me to purchase a vehicle (***** *******) I did not want to buy. He told me I can look at other vehicles and to come back since it was late in the evening. I went back on 5/20/2024 and looked at other vehicles and decided to go with one I did like (*****). Again, they advised I go back the next day, because it was late in the evening. I went back on 5/21/2024 and they did not want to sell me the vehicle I wanted, once again they were trying to force me to purchase the ( ***** *******) I did not like. I asked again for my down payment and ***** laughed in my face and said he would not give me my money. During the down payment, he also said he does not take cards and basically said he only does down cash payments. I decided to leave and told him I did not want any other vehicles just my down payment. Once again he laughed and said bye!

  Business Response

  Date: 06/03/2024

  THIS IS ISSUE WAS RESOLVED WITH THE PERSON WHO FILED THE COMPLAINT. THE PERSON SELECTED ANOTHER VEHICLE AND IS COMPLETELY SATISFIED. 

  Customer Answer

  Date: 06/04/2024

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

• Initial Complaint

  Date:04/24/2023

  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.

  In August 2022 I purchased a vehicle from this company. It was a 2017 **** ******* *** with just over 50,000 miles. Their mechanic checked out the vehicle and they showed me a check list of the inspections. Their mechanic showed that everything was great on the vehicle and it didn't need any work. Less than 2000 miles later I had to replace the coolant hose because it was leaking. They also saw tons of other damage but it was so bad they couldn't fix it (********* ******** ** ************ **). The van then went into **** and there are over $****** in repairs needed. I have driven this vehicle less than 5000 and had it for less than 1 year.

  Customer Answer

  Date: 04/28/2023

  Full Story: 

   

  Bought 2017 **** ******* *** from Quest Auto on August 15th, 2022 with an odometer reading of 51,327 (see attached image). I purchased this vehicle to use for my guide company to shuttle customers. On the very first trip with customers the van overheats. Take the van into ********* ******** ********** for repairs. This is October 19th, 2022 so about 2 months later and 977 the van is having major issues. They are able to fix and replace a heater hose and replace an air filter. They declined to remove and replace trans oil pan (see attached image) because they were "unable to remove bolts from front subframe. Recommend taking to **** dealer for repairs). They filled up the transmission and told me to just make sure to keep the level up until the leak can be fixed. Couldn't find anyone to take check out the vehicle and get this fixed so for the winter when it wasn't needed for my company it was in a garage, started every week, and had all fluid levels check and maintained. March 22, 2023 took it into ******** ********** for repairs. They can a diagnostic and then declined the offer (see attached image). April 20th, 2023 took it into **** dealership fro repairs. See original post for information on the $****** repair and preventative maintenance invoice. Got the van towed back to my residence on April 24th, 2023, called Quest Auto April 25th, 2023 but couldn't get a hold of anyone. Called April 26th, 2023 and was able to speak to someone and set up a call with the GM the next day. Spoke with GM for Quest Auto on April 27th, 2023. Long story short, they won't do anything except cancel my extended warranty (same warranty that didn't cover anything). Quest Auto you are more than welcome to add anything else you think is relevant from the phone call. 

   

  To resolve this issue I have two suggestions: 

  1. Pay for the repairs. You can choose a mechanic around me and I will have it towed there. OR you can pay to have it towed to your shop and you can complete the repairs. 

  2. You purchase the vehicle back from me the cost of the loan. 

   

  Business Response

  Date: 05/11/2023

  Mr. ******* did purchase a 2017 **** ******* ***** in August of 2022. He found our vehicle online from a website, called the dealership, spoke with our sales rep, worked a deal and flew up. All of our customers who are from out of town are advised of a few things, we promote 3rd party inspections pre-sale, we have a $*** documentation fee and we will send the prospective customer a custom made video walk around outside of the 4o to 50 vehicle photos we post online for our website and our other advertising sources. Quest Auto Sales does do a full inspection prior to the vehicle being offered for sale, our staff has a checklist of things to look for and then reports all findings to the general manager. This vehicle was no exception to the process we follow. As for the sale of the vehicle, Mr. ******* was picked up from the airport, driven to our dealership where he was able to do a visual inspection of the van, he also spoke with the service technician and also worked with the sales rep and finance manager. Our finance department obtained the loan with ******* *** ****, a service contract was also purchased at time of delivery and this transaction was no different than any other one. This dealership never heard from Mr. ******* again until 2 weeks ago. The call to us was made after the customer made a negative review on ******, had another family member who never purchased a vehicle from us also leave a negative review and also after a complaint w BBB was filed. After reviewing the documents sent to us, our sales manager called and spoke with the service advisor at ******* **** who informed us that the vehicle service contract declined coverage due to corrosion related issues. The advisor also advised our representative that most of the other items on their itemized bill of service was not needed and was more of a preventative nature. While the main concern was the transmission failing, the price that was quoted to Mr. ******* was $**** plus all of the unnecessary items totaling $*****. After reviewing the service bill, an online search showed a replacement transmission would be in the $**** range and roughly 10 hours to fix. Most shops charge $*** on average for labor per hour. We then called Mr. ******* to gather more information and see what it was he wanted Quest Auto Sales to do. He stated this transaction and sale of this vehicle was purposely done with malice and he was intentionally lied too. The customer asked for his refund on the whole transaction, we declined. The customer then asked for $***** for the repairs, we declined. He then asked for $**** for the transmission, we also declined. This dealership does everything possible to be as transparent and open as possible with all of our customers pre and post sale. The only thing we agreed upon is that we would cancel his vehicle service contract and issue a refund for the pro rated amount back to his loan at ******* *** ****. Bottom line is we had no contact with the customer for almost 9 months, we had no idea of the issues and we were unable to come to a remedy at the end of our call which our sales manager was told never to contact him again. We did try to follow up with him a few days later to talk to him more, that call was never returned. All vehicles are sold as-is unless otherwise stated or under manufactures warranty.

• Initial Complaint

  Date:01/03/2023

  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.

  On December 5th 2022 I went to go look at a 2014 ******************* for sale at Quest Auto Sales. I got there and the sales/finance man Tom explained to me their deposit and purchase process. He explained to me that a refundable $***** deposit would take the truck off sale until a purchase/pickup date was reached. We got back to the dealership from a test drive and talked pricing. During this conversation I asked multiple times whether or not this deposit was refundable and every time Tom answered yes. He even stated that it would be illegal for them to keep a deposit without a vehicle being purchased. I decided that I would put the $***** deposit down the night of the 5th and come back the next day to look over the truck again and plan on purchasing the vehicle. The next day, December 6th I returned to the dealership with my father and after further inspecting the truck found thousands of dollars worth of hail damage that was not seen previously. We the tried to negotiate price after finding this damage but could not come to an agreement. This is when I asked for my deposit back from the salesman Tom to which he agreed to give back and said I should see it returned to my debit card in 3 business days or less. Tom then went inside and me and my father went to leave the dealership when we were stopped by a man which we would learn to be the saleman's boss, however we never caught his name. He approached us ******************** and asked why we were leaving. We explained that we found damage and couldn't come to an agreement on price with said damage. He proceeded to give a few more offers that weren't agreeable and we told him we couldn't make a deal. At this point he said "Well then you can say goodbye to your deposit" while verbally escalating the situation. At this point we drove away and I have never seen the deposit returned to my account even after confronting them about it over the phone.(Can find receipt if necessary just not at the time of writing)

  Business Response

  Date: 02/10/2023

  Business Response /* (****, 5, 2023/01/10) */ My name is Robert ******* I am the GM for Quest Auto Sales. In regards to this complaint the consumer did give us **** down as a down payment and not a deposit. The consumer told my Salesman that he would be back the next day because he was getting his money from some kind of investment. The consumer did come back the next day in the evening, his father had stated that he seen a couple small dents on the roof. My finance manager explained to them that we would take care of the hail dents on top of the roof. So to say we wasn't willing to work with them isn't true. This vehicle is a very popular make and model and thats why we don't do deposit and we do down payments. This vehicle did sell 2 days later because we was able to get hold of 2 customers that came in after they was here and put their downpayment down. Consumer Response /* (3000, 7, 2023/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The words down payment were never used when talking to me as I was planning on paying in all cash/check. There was no down payment to be made as it would be payed in full up front. Every time the ******** dollar sum was mentioned it was called a deposit, that again, I asked and was reassured multiple times was refundable. At this point it seems I was blatantly lied to. I would have never paid any money that night if I hadn't been reassured multiple times that I would be refunded the money had I decided to not purchase the truck the next day. It doesn't seem like this money was for selling a truck at all but rather making sure you got paid no matter how the customer ended up feeling about the situation. I am very disappointed that I trusted the salesman and business as a whole only to be lied to about what was really going to happen with my money. I don't work hard for my money only for lies to take it from me. I don't see how this is any sort of an honest way to run a business. It just goes to show how little respect you actually have for your customers when you give them false expectations. Business Response /* (4000, 9, 2023/01/30) */ I have talked things over with my salesman and finance manager that was here that evening. Everything was explained to the gentleman and he did put a **** down payment because he didnt want it to get sold from underneath him. I do know that ifI would have sold it they would have been very upset and said we shouldnt have since they had put a downpayment down. I will go ahead and give the consumer there money back. They will need to call and ask for Scott so that they can refund it. Thanks Consumer Response /* (2000, 11, 2023/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I gave them a call and asked for Scott and he got the refund sent to me.

• Initial Complaint

  Date:10/04/2022

  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.

  Auto quest sold me a ************* 2012 And in a week Lights started to go off on the dashboard I took it back to auto quest and they had run a diagnostic check on it and told me what was wrong with it and explained to me that they would fix it would fix it Scott was the name of a guy who does the finances there at auto quest So he told me that he had to order the part for the car and he will let me know when the parts came back meanwhile if the lights came on again to give him a call so I gave him a call and told him that the legs was popping on and off but they weren't staying on but they were showing me that there was something still wrong he told me I said what would be a good day for me to bring the car in and he never gave me a specific day he just said if the lights come on and stay on then bring the car back I did continue to call him and ask him if the parts were ready for the car when is a good time for me to bring the car in and then he would never answer the phone it's been almost 2 months now and he still will not answer the phone he keeps they keep telling me that hes on the phone on another call hes not in the office right now all that kind of stuff like that but I think they're trying to wait until the Warranty is up and then try to make me pay money to them when this was happening when I 1st bought the car But they are still trying to prolonged things and avoid my phone calls I called on this day the 4th of October about 4 times since this morning and they still will not Scott still will not return my call I personally took the car to to another place that did a diagnostic check on it for me as well and told me that it was the recall coil or something recoil something like that like that and sport plugs and stuff that needed to be changed and it was like a $*** deal and so I believe that they're trying to avoid me because they don't want the responsibility of the car There's a 3 month warranty and they're trying to wait until the Warranty is up

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/10/13) */ Customer's part which was a Coil Pack and Spark Plug were ordered and installed by us at no cost to the customer on 10-12-22. The total cost of the repair was $**. The customer has a Vehicle Service Contract thru *** for the next 36 months or 36,000 miles from date of sale. Thank you