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:12/21/2024

  Type:Customer Service 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 Auction Direct USA about 2 and 1/2 years ago which I bought an extended warranty for $3,500. It's good for 5 years, I went to contact Auction Direct to set an appointment to get my car and they are no longer in business therefore I paid $3,500 for a 5-year warranty that I cannot use anywhere else that made me pay $3,500 more than what my vehicle is worth.

  Business Response

  Date: 12/24/2024

  
  
  

  They can use the warranty at any certified shop. Claim numbers are listed on the contract.

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  Purchase 10/2023 *** ******* SUV Purchase price paid: $16,980.00 Complaint filed approximately 11/2023 regarding service and issues regarding repairs of vehicle within first 6 months. This is my second complaint: I wanted to reach out and update my complaint against Auction Direct of Victor, NY. I know they have changed hands however I am afraid the previous proprietors will go on to harm others in the fashion they previously did in Victor if people are not aware. I am definitely dealing with a lemon law type issue as this car is now unable to be driven or inspected - less than two years after purchase. My car is now not inspectable and unsafe to drive. **I feel Auction Direct being a franchise should be responsible for replacing this vehicle and making this right - although their staff did not engage in this act - an Auction Direct did and the company is at fault for their negligence. When I purchased the vehicle i referenced I had many issues with the vehicle: - brakes sub par needing replacement - a caliper they would not warranty despite being seized to the brake pad - faulty flex pipe one week after purchase - a chipped window (multiple chips across the windshield) - window motors they did not work effectively (they replaced these - however now a "supposedly" new window motor is so broken my window is currently being held up in position with duct tape.) Tell me how a newly installed window motor, less than a year old, is already so broken the pieces no longer hold up the window. I just think every thing they did was shady and underhanded. - A service warranty being forced upon me when the finance company did not require, which didn't cover any of the issues with most vehicles. -Their "supposed" inspections were done poorly and often issues were overlooked or falsified or simply not recorded. I feel they falsified NYS inspections when they inspected this car for sure since the frame is so compromised they should have seen this.

  Business Response

  Date: 09/30/2024

  I reviewed the complaint and did reach out to the customer with additional questions. The vehicle was purchased on 9.13.22 (2 years ago approx.) with 97,663 miles. The vehicle DID PASS a NYS emissions inspection (third party) on 10.3.23 ( a year after purchase) with 125,040 miles. Jill has stated that the vehicle NOW has approximately 144k miles.  To the best of my knowledge, we have addressed and fixed all of Jill's concerns with the vehicle. I do not see how this could be a "lemon law" issue based on the time and miles that the vehicle has been driven (approx. 46,337 in 2 years).  An extended service warranty was offered that was not required by the financing institution (banks do not require an extended service warranty), but looks like Jill denied this option at time of purchase. A replacement for the vehicle is not possible, I would be willing to have Jill trade the vehicle in for a different one.  Walter G***** General Manager Auction Direct USA 6520 State Route 96 Victor NY 14564 office ###-###-#### cell. ###-###-#### ****************************

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below  I Spoke with the new owner:He was at first concerned that an 8 year old car had that extent of frame damage – then he quickly moved on to -  wow you’ve driven excessive miles almost 25k annually - which is kind of nonsense - my daughter in law drives to Strong every day for her work and this requires approximately 20-22k annually which does not include any trips they take, driving to kids events, grocery shopping etc. - so my driving is average considering i work in a buffalo office 4-5 times each year. Said it was inspected last year and they did not detect the damage - which he is right they should have - but again his 22 point inspection did not identify the above mentioned repairs needed - and they clearly did not put new brakes and rotors on since the car needed them within weeks of my acquiring the vehicle!! When we discussed the issues with the car he said “things happen” - including the missed brakes / rotors / caliper / and flex pipe.He went on to review the service done on the vehicle and stated I had only one oil change done at Valvoline – I let him know my mechanic performed my oil changes.Also reviewed the brakes / pads / rotors / (Caliper-they refused) flex pipe / window motors  - I let him know they did fix them however the window motor has not held up and that it was not operational He said they performed a 22 point inspection when it arrived – and I then reminded him that they either missed / neglected to (and told me) the car had new brakes and rotors on it – they missed the sticking caliper which they should have caught since it was not releasing had they actually done the brakes – he said things happen and they fixed the errors – but I did explain how things could have been missed – and that may be why it was not caught at my first inspection since it sounded like it would need new shocks.He mentioned he would look into it and call me back.In regards to the warranty - first of all they lied to me telling me the warranty was required - by the finance company - which it was not. They flat out lied when i asked the finance representative before i signed - and said it was required which is just awful in the first place. Secondly - none of the work was covered by the warranty and there was a $100 deduction every time they repaired something....i watched them scam so many people when i went in for work to be done.I am willing to consider trading the car in under two circumstances - one they pay that car off - it can not be inspected - the frame is far too deteriorated so they would have to accept paying off the entire car at approximately 13k balance.And ensuring i am able to finance a new car. In the event that i can not finance a car are they willing to pay this one off and take possession of it. Regards, **** ***********

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service 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 2019 ****** ****** in November of 2023. I have the paperwork from auction direct that says it is a platinum edition. Recently I was trying to trade it in for a newer vehicle and was informed that it is a sv not a platinum, the dealership pulled the original window sticker from when it was new. This makes the vehicle worth significantly less now and worth significantly less when I purchased it. I'd like to know what will be done to correct this.

  Business Response

  Date: 08/13/2024

  ******* ****** - Purchased a 2019 ****** ****** in November 2023. Customer claims she was told the trim level she was purchasing was “Platinum.” Purchase paperwork indicates the trim level of the vehicle was a SV trim level, with the exception of one document, the warranty agreement, which shows the unit as a “SI/Platinum.” There is no “SI” trim in the ****** lineup, but there is an “SL,” so this could be a typo. But the “platinum" is a completely separate trim from the SV and SL trims. 

   

  While all of the other paperwork identified the unit as either SV or generically as an “Armada,” this one document does have the work “platinum” on it. Ironically, the level of coverage delivered to the consumer in the warranty document is the “Platinum” coverage, adding to the confusion.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I reviewed the documents that auction direct attached and the documents they provided are proof that I was not sold the vehicle that was listed on the paper work. I was sold an sv edition not a platinum, per the receipt they provided. I circled on the car fax which they attached showing that the Vin comes back as an sv not a platinum. In the other 2 documents I submitted it shows the price difference between the two.  Regards******** ******

  Business Response

  Date: 08/15/2024

  Appreciate the response. We are not trying to position the vehicle that was sold as a Platinum trim. All indications from the VIN to the bill of sale all confirm that this unit is not a Platinum trim. What we are trying to determine is if the consumer was led to believe the unit was a platinum trim. On the side of "no" is the buyer's order and every piece of purchase paperwork with the exception of the warranty form which describes the vehicle as an "SI/platinum."On the side of "yes" or "possibly" is the consumer's contention that she was told by the sales team that the vehicle was a platinum trim (we have not tried to confirm any statements that were made verbally at the time of purchase), and the one warranty form noted above that describes a trim (SI Platinum) that does not actually exist.Moreover, the ******* Market Report Retail for an SV trim was $32000. The customer bought the vehicle for $27,444, which was a nearly $5,000 discount to the average retail price for the SV trim.

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service 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.

  Bought a car from them They didn't now fix the issues with it examples: Side mirror broken Tail light broken Inside door latch not working They also either don't know where the title is or are not giving it to me

  Business Response

  Date: 10/13/2023

  There are currently no issues that we are aware of that need to be addressed at this time.

• Initial Complaint

  Date:07/07/2023

  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.

  Transmission and clutch failed in the vehicle after only 3 months from purchasing the car. 2017 **** *****

  Business Response

  Date: 07/27/2023

  The clutch which is a wear and tear part and that is what failed. There is no warranty that protects a clutch especially 3 months later.  That is why the extended Warranty company will not pay for the repair either 

  Regards

  Auction Direct

• Initial Complaint

  Date:06/27/2023

  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 got a 2019 ***** ******* from them in March 2023. 34,500 miles. Now it’s up to 39.500 miles. So I have traveled 5,000 miles. In May of 2023 I had to replace the battery and i only put 2,500 miles on the van. Now come June 26th 2023. The brakes are squealing and squeaking now they say the type of brakes “it’s normal” but it’s not. I have 2 kids and I’m not driving them in it until they fix it and look it completely over. It’s ridiculous that I have to do a complaint but this is such an inconvenience. I waited 6 plus hours for them just to detail the vehicle. Apparently they didn’t look it over. Bad customer service all around and I will never go here for a vehicle again.

  Business Response

  Date: 06/27/2023

  The Van was sold with Brand new tires and brand-new pads and rotors all the way around.  If the brakes are squeaking bring the car in and we should be able to spray them so they stop squeaking.We have nothing to offer as this should not even be a complaint on the business record.   Auction Direct

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The van is already there at the shop. Spraying something would help but the squeaking noise isn’t going to be good. The Van trim on the driver side door shouldn’t be broke either though. There’s a couple different issues. If we can work something out. We can definitely disregard this claim. I have no problem in doing that.  Regards, **** ******

  Business Response

  Date: 08/01/2023

  To BBB:The Brakes are over 90% life and the trim piece that broke was not broken at the time of sale but happened post sale.  A price was quoted for repair and the repair was declined by the consumer.  Consumer was also complaining that the power hatch was not working.  the car does not come equipped with a power hatch.  regardsAuction Direct

• Initial Complaint

  Date:06/26/2023

  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.

  DATE OF TRANSACTION: 02/07/2023 THE AMOUNT OF MONEY: $21,644.00 and a down payment of $2,000.00. The business was to provide me with a ***** ** *** 2012 per the advert on their website. Upon receiving the car, the car wasn't what was advertised on their website. The car looked flooded, not driveable, full of rust, and the floor of the car was all wet and filled with water. Also, checked the underbody, and the vehicle is severely covered in rust, the suspension, brakes, rotors, and steering parts are all damaged by rust. The nature of the dispute is the company refused to take the car back and requested the bank come pick it up and reported it to the credit bureau. All I wanted was for them to take the car back but the General Manager refused the trucking company I paid not to get the car but the bank. This is not fair. Vin number: *****************

  Business Response

  Date: 07/13/2023

  This car was driven from NY to NC for delivery the car was not flooded nor damaged. ***** did have 1 post sale problem was a caliper froze which we fixed for free of course .  When ***** drove the car to get repaired she decided to take the plates off and return the car months later.  She is a former employee and this complaint should be considered a conflict of interest.  ***** elected not to pay the Bank for her car and they repossessed it.  Nothing Auction Direct did wrong and we have nothing further to add 

  Customer Answer

  Date: 07/15/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Alain, I can pay my car anytime. Why did you refuse the tow trucking company to pick up the car but when the bank got there you let them pick it up? You lied that I was employed by Auction Direct, that the car was drove to NC, whereas it was towed right at my door. I got cameras Alain and it's recorded. Everything you are saying are all lies Alain. I won't pay for a car I don't want from day one it was delivered to me. If I where you, please go back and review all your records before writing here. I won't give up until I have a fair judgment for this. I won't keep a car that is covered with rust, and drive my daughter whose is asthmatic in it and told you all from day one that I am not interested. I CAN PAY MY CAR ANYTIME. Why should you all do inspection for a NC? Again, the car didn't pass NC inspection because of you all at Auction Direct fraudulent activities. Alain, is not as SIMPLE as you think, you not addressing a kid here with all due respect. I won't stop at no point till we get fair judgment. Money or paying the bank is not my problem. I have evidences backing up everything and I am sending it to BBB.  Regards, ***** **** 

  Business Response

  Date: 07/18/2023

  Joyce,

  There is nothing for us to offer at this or any time as we now consider and have considered this matter closed.

   

• Initial Complaint

  Date:06/13/2023

  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.

  Auctions Direct USA6520 State Route 96Victor, NY 14564***** *** ****Truck Purchase Event TimelineDescription:    Used 2015 **** ****VIN:                 *****************Mileage:          71,744Price:               28,995Issues:Initially after test drive smoke was found coming from front brakes. New brake components had been installed and it was confirmed from Service that this was normal.On the drive home we noticed an intermittent shake in the front end of the truck that got worse while braking. Also noticed when arriving home that the brakes smelled like they were burning.Called my salesperson and informed her of the issue. She told me to call service and tell them of the problem. She mentioned that it was a recorded line and problems reported on that line would preserve the warranty until I could get back into town for a repair. Disassembled front brakes at home as the vehicle had to leave for Cincinnati the next day. Found the inside front brake pads did not slide as they should in the mounting bracket/abutment clip. It was assumed this would fix the shake problem.Next day on the way to Cincinnati (500 miles) the vehicle shook severely several times. I called the Auction Direct Service Shop and Spoke with Zach. I described the problem to him and mentioned I wouldn’t be back in town for a couple weeks and then only for the weekend. He said to call when I was on my way back and they would get it in and have a look.Called Zach on my return trip and he mentioned they were booked and I would have to make an appointment and he said they couldn’t get it in on Saturday as they were booked….so much for that.Truck still continues to shake severely at random times with no repeatable frequency or any noticeable triggering event.While hooking up my trailer I found that the trailer brakes did not function. I had to hire another truck to pull the trailer that had functioning trailer brakes. My truck does not respond at all to manual actuation of the trailer brakes. Normally it would give a message “Trailer Disconnected” in this case. Something is wrong electrically or possibly a brake controller programming issue.Called Zach and reported front end shake and trailer brake issue on 4/25/2023 at 13:50Spoke with Christine the Service Manager concerning an appointment to get the brake issue resolved. She said it would not be covered under warranty as I had put more than 3000 miles on the truck. I attempted to explain that this problem existed on day one and it was reported. She restated because it was out of the warranty period they would not correct under warranty.Contacted my salesperson who in turn contacted the General Manager who stated “bring the truck into us and well take care of it”.06/12/2023, finally got back into town and brought the truck to service for the necessary brake repairs. Was told first that they could not repair the trailer brakes and to bring it someplace else and the cost would be out of my pocket. Then Christine restated that the brake caliper issue would not be covered under warranty as I was out of the 60 day/3000 mile limit. I restated that both problems were called in long before the warranty limit preserving the warranty status for these two issues, she was unaffected by that. She just stated they have policies. I have to add that she was generous enough to split the cost of the brake caliper repair with me, and I appreciate that, but I would like to hold this dealership to their work and repair these two very dangerous conditions!For a resolution I would request that Auctions Direct replace the front end shake caused by a faulty left front caliper free of charge and also reimburse me the cost of having the trailer brakes repaired by the **** Dealership.

  Business Response

  Date: 06/29/2023

  If there was a brake problem that needed to be resolved the customer taking the brakes apart himself certainly do not help the cause.  Auction Direct split the cost of the Trailer Brake Repair even though a trailer brake is not part of the normal operating function of this truck.  After driving thousands of miles and Auction Direct standing behind the conumers request is all we can offer.RegardsAuction Direct

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. If Auctions Direct would like to review my complaint in full, I was requesting repair/replacement of the left front brake caliper by Auctions Direct and reimbursement of the trailer brake repair from the **** Dealership scheduled for July 3rd. I am completely willing to split the cost of these two repairs with the Business. I would like to see their consent to this agreement in writing within this BBB complaint. Regards, **** *****

  Business Response

  Date: 08/03/2023

  We will reimburse the customer for 100% of the repair cost not 50% as he proposed. 
  Thank you 

  Auction Direct 

  Customer Answer

  Date: 08/03/2023

  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. 
  
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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 Auction Direct in November 2022. I put $5,000 down. My car was perfectly fine up until I went for my routine oil change in March. About 3 days after my oil change I get a light on my dashboard saying that my coolant level is 0%. Which I found really weird because the coolant would have been checked when I got the oil change. I then had to go to ******** & buy a whole bottle of coolant. I called the service dept about the notification & they made an appointment for me to come back in a few days later because I was told it was probably a leak. 2 days after putting a whole bottle in the light came back on again saying it was back at 0% before I was even able to make it to the appointment scheduled. So I get to the appointment & find out that there was a coolant leak in the car. They fix it. Fast forward to about 2 or 3 days later now my check engine light is on. So I had to call again to make another appointment to figure out why the light is now on. I get the appointment & they’re telling me they’re not sure what the issue is, I have to take the car to actual **** dealership. Take the car & they told me that The coolant leaked into the engine & now the engine is going to cost $7000 to be replaced! I inform Auction Direct and they’re telling me the best they can do is take $2000 off of the price because it’s not covered under my full coverage and warranty. I spoke with the sales manager Scott W****** who was not trying to help me in anyway after informing him that the person that worked on my car must have hit the coolant line & put a crack in it. I don’t understand how they just expect someone to drop $5,000 on an issue that isn’t even their fault! so now my car doesn’t start anymore & has been sitting in front of my house for the past month & I have had no way of transportation nor the money to get the car fixed & still have to pay payments on it ! My car also has recalls that no one told me about either when I purchased the car as well!

  Business Response

  Date: 06/19/2023

  While it is unfortunate that Ms. ***** car has broken down it certainly was nothing Auction Direct did to her car.  Even if we had hit a coolant line as she claims Scott said we did it would leak on the ground not into the engine. We did NOT crack a coolant line had we done so it would have been replaced free of charge of course.   the problem with her car is a **** Problems that ***** Warranty will not cover because it's a known problem with ****.  While I may not personally agree with *****'s decision, they are a 3rd party company that Ms. ***** signed a contract with.  Ms. ***** has been told by the Warranty Company as to why they chose not to cover her claim.  Based on the time and miles driven since purchase a significant discount being offered to Ms. ***** is all Auction Direct can do at this time.

  Thank you

  Auction Direct

• Initial Complaint

  Date:04/18/2023

  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.

  Mar 16, 2023 the 2020 ******** ******** was purchased from Auction Direct for $23,484.37. The have neglected to repair my vehicle, I have called multiple times, and was only able to reach someone once I said I would contact BBB. I have only received excuses and no answers or service. I am not interested in doing business with this company, don't want this vehicle, or their fake service department that does nothing. They have not been professional at all on the phone nor are they willing to help. I am willing to take a full refund and return this vehicle.

  Business Response

  Date: 04/19/2023

  The part that is on order for your car is the Hood Latch Switch.  We have spoken to you several times up to and including Saturday and Tuesday of this past week.  We will certainly not take a car back for zero reason, but we will certainly complete the repair once the part arrives. RegardsAuction Direct

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I reported the issue and the business would not respond or order the part for the vehicle after multiple phone calls and voice messages.  They waited almost a week to order the part until I threatened to contact the BBB.  I have paid a substantial amount of money for this business to repair my vehicle when needed and they have refused to do so until I threated to contact the BBB.  This shows that they are unable to properly uphold their end of the deal and provide the service that I'm supposed to receive for many more years.  They should not be allowed to be in business with these kinds of practices.  The only way they will do anything is when you threated them with the BBB.  I want nothing to do with this unethical, lying, and fraudulent business.  The can have their vehicle back with a full refund.  As you will see with the previous response they will not take accountability for their inability to provide the service I paid for until I contact the BBB. Regards,

  Business Response

  Date: 04/19/2023

  While we respect the BBB process, we do not get threatened into call people back we actually just call people back.  This is a minor part that is being fixed at no cost to the consumer.  There is ZERO consideration that we will take this car back.  The car be fixed as far as the slanderous comments the consumer has made i will not even dignify them with an answer he is obviously emotional.  We have been in business for 20+ years and have a A+ Rating with the BBB we will stop there.

  The car will be fixed but not returned.

  Auction Direct