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:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called several times trying to get an answer to a simple question. I have left two voicemails and have not heard back from anyone and I called during business hours and left several days between each call. They have 35 employees and no one was able to return my phone call. This is my second issue with the,. They first was my license plate was never sent to me and I had to call them to get it issued to me after the 30 days passed. A simple call back would suffice.

  

  Business Response

  Date: 02/19/2025

  We've emailed a copy of Mrs. ********** GAP policy to her. To our knowledge this issue is fully resolved. 

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely horrible experience. Jan 16, 2025Took the day off work to purchase a car from them. I had an appointment set, documents sent, my trade in vehicle was meticulously cleaned, and we brought plenty of capital for a down payment. The **** Escape they advertised was exactly the vehicle and package that I had spent hours researching. I called before I left ************ to verify my appointment and wanted to see if it was OK if I showed up a bit early, which I was assured would be fine. After a two plus hour drive up I was informed that the vehicle WAS NOT THERE!!!! After almost two hours sitting at this dealership I was then given the salesman upsell of a more expensive vehicle that I was offered at an insultingly high price. No apologies or no concessions for their ENORMOUS BLUNDER!! So..back in my original vehicle we go, sat in traffic for an hour and a half, and then the lovely two hour drive back to *************WITHOUT THE NEW CAR!! This debacle cost me a days work, gas, unnecessary miles on my trade in vehicle, and an enormous amount of wasted time. To say I was furious would be a serious understatement! To add insult to injury, my credit was pulled FOUR TIMES TODAY!! WITHOUT THE VEHICLE BEING THERE!!!! When I inquired about the hard pull(s) on my credit, I was simply told to dispute it!! Such a frustrating and insulting day, treated like absolute garbage, so I would HIGHLY recommend staying away from this operation and their deceptive ********** will save you time, money, and a TON of aggravation!! NEVER AGAIN 77 Auto.

  

  Business Response

  Date: 01/17/2025

  We truly regret the inconvenience and frustration that arose when you visited our dealership. We recognize that you took time out of your day and made a substantial trip to see the **** Escape, and we understand how disappointing it was to learn upon arrival that the vehicle needed to be pulled from our lot for mechanical reasons. We never intend for a customer to leave empty-handed or feeling misled, and we apologize for not better communicating the status of that vehicle in advance.
  
  
  When it comes to credit applications and financing, we work with several lending institutions in an effort to help our customers secure the best possible terms. Multiple inquiries can appear on a credit report when lenders evaluate a customers application, and we apologize if this process wasnt explained as clearly as it should have been. We also understand that trade values and equity positions can lead to unexpected challenges; it is always our goal to be transparent and help our customers explore available options.
  
  
  We know this experience fell short of your expectations, and were sorry it led to such frustration. Customer satisfaction is our top priority, and our management team is reviewing your feedback to ensure better communication and coordination in the future. We welcome the opportunity to regain your trust and hope youll reach out if theres anything we can do to help resolve any remaining concerns.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/16/24 I inquired about a 2015 ************* at 77 Auto. I received a text asking how they could help me. I explained that I wanted to put $2000 down my credit wasnt great. I was told by **** that they specialize in approving situations like mine and to let him worry about getting me approved and me figure out the best car for my budget and lifestyle. He called me and we spoke on the phone and I explained that I wouldnt be ready until the end of the month to purchase a vehicle. Thats when I would have the full $2000 down payment. **** stated they had a new program that works with people rebuilding their credit and they finance people with credit scores as low as 480. The only qualifications were being on your job ***** days, stable residency, and making $2000-2500 per month. I met the qualifications and we scheduled an appointment for me to come in around 5:45. I informed him I didnt have the $2000 today and he stated they would work with what I had available today. I informed him I would have to take an **** to get there due to not having a car. I spent $30 to catch an **** with me and my two children . I arrived around 6:30 and met with a gentleman and upon running my credit I was told I would need a 30% down payment or a co-signer. This is the same thing I had heard from other dealers and it was the reason I was waiting to bring in the $2000 for a down payment. **** gave me misleading information to get me into the dealership and provided me with false hope that I would get a vehicle. I am a single mother of two and although $30 may not be a lot I dont have it to waste on a dealership lying to consumers. My credit also took a hit as this was an unnecessary inquiry

  

  Business Response

  Date: 12/18/2024

   Ms. ******,
  
  I appreciate you taking the time to share your experience, and Im sorry that you felt misled by the information provided to you before your visit. Its never our intention to create any misunderstanding. While we work with a variety of lenders who specialize in helping customers with various credit challenges, we cannot guarantee an approval before **** had a chance to submit your information to those lenders. I understand that even a relatively small expense can matter, and Im sorry you felt that your time and resources were wasted. If you would like to discuss your experience in more detail, please feel free to reach out to us directly. We appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:11/25/2024

  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.

  Cancelled extended warranty on 10/18/24. Warranty cost $2070. Dealer refuses to give refund. Dealer lied and said refund had to come from lender. Contacted lender and lender said refund did not have to come from lender could be sent directly to me but that lender had not been provided refund either.

  

  Business Response

  Date: 11/27/2024

  Mrs. ********* requested a warranty cancellation on 10/18/24. She was informed at that time that processing the cancellation would take 4 - 6 weeks. We have attached the cancellation request and the check we've cut to *********** along with tracking information. We hope this resolution satisfies Mrs. *********** concerns.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2016 **** Q5 on Sept. 16, 2023 for $17000. During the test drive of the vehicle the salesman, ***, pushed the button to open the sunshade that was covering the panoramic sunroof. Once I tried to close the sunshade by pushing the button after is had been opened by the salesman; I alerted the salesman (***) that the sunshade would not close and that it was clump together at the back of the vehicle. The salesman yanked on the sunshade attempting to pull the clumps outs which resulted in the sunshade drastically hanging from the ceiling of the vehicle. I was informed by the the sales manager to return on Monday, September 18, 2023 to have the vehicle's sunshade situation fixed by the company at no charge. The company kept the **** until Oct 23, 2023 for the first initial ***air. However, the problem was not fixed and I made the company aware of this in late March/early April 2024 as the sunshade had fallen from the ceiling of the vehicle again when it had not been used. I was told to bring the car back early May 2024 and it was with the company until mid July 2024. The company had the car almost 2 months and I was told I could come and pick it up and return it again later as the problem still had not been corrected. I scheduled to return the car early August 2024, but was told to bring it back the Monday after Labor Day. I returned the car on Sept 9, 2024 for its 3rd attempted ***air on the sunshade. The car is present at the dealership now and has not been ***aired as of Nov 6, 2024. In total I have owned the car for 14 months and it has been at 77 Auto totaling 6- 7 months, half of the time I've owned it. I have been battling this situation for too long 77 Auto has also changed employees at their service center as at first I was working with the manager ******* and a customer service *** by the name of ********, but now it is Mg. ****** and CS. *****. My car needs to be fixed NOW; its been too long, no one should have to go through all this for a ***air.

  

  Business Response

  Date: 11/13/2024

  We have been in contact with Mrs. ***** Her vehicle is fully serviced and repaired. Pickup is scheduled for 11/14/24. 

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  77 auto ******** sc Heyy my name is ***** ******* and I wanted to bring awareness and attention to the people who live in or near the ******** area about 77 auto an dealership that I purchased my 2016 **** from back in February that I continuously had problems with such as oil leaks,coolant leaks I have been at the dealership more then I have had the car they seem to not care and wanna quick fix my car so they wont have to work on it for long and the service department advisor ********* dont know how to communicate or do his job very well I have all my paperwork from each time I had to keep going back to the for my oil leaks they seem to not care even with me having an warranty they kept quick fixing the oil leak until my engine gave out in July and then they tell me I have no warranty on my vehicle that covers the engine but they knew the engine was going to go out eventually because all of my oil leaks I had to pay thousands of dollars out my pocket just for them to give me the car back in worse conditions it has an power steering problem,battery light,epc light and the car sounds like an rocketship I have been completely nice and respectful to this dealership but its time to take action into matters it was an big mistake by me for purchasing an foreign car from an 3rd party dealership but mistakes happens as an first time buyer I just wanna reach awareness to anyone who has purchased an car from them thats in the same situation or who was in the same situation because this is ridiculous we spend our hard earned money just to get ripped off by an company who just tryna make an quick dollar I hope this get the attention of the right people so we can put stop this nonsense.

  

  Business Response

  Date: 09/19/2024

  We reached out to Mr. ******* to see what we can do to resolve his concerns. He is scheduled for a diagnostic Monday, September 23rd.  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased 2021 ********** Tiguan from 77 Auto dealership on June 15, 2024. I put down $3200. Within the first two weeks the car started jerking as I am driving. The vehicle is an Auto Stop. When I come to a complete stop at a red light or stop sign the engine cuts off and the ** starts blowing lukewarm air. I would have to continuously step on the gas pedal multiple times for the car to accelerate and when it does it takes off, which nearly got me into an accident and causing one not once but twice. If I pull into a parking spot with the key still in the ignition the ** automatically cuts off blowing lukewarm air and when I put the car back in drive the vehicle would roll backwards and the car is in the driving gear. I immediately contacted the dealership informing them what was occurring with the vehicle. I was told to bring the car in on Monday July 8, 2024 only to wait 2 hours for no one to service me at all. As I waited 2 hours another customer who purchased a vehicle from ********************** on July 6, 2024 brought in her vehicle because her battery shot up on her. Just over hearing another customer complaint about a vehicle they purchased from this dealership two days prior made me further aware that 77 Auto Dealership are selling people faulty cars aka LEMONS!!! I informed the Sales Manager that I wanted a full refund of my money because the vehicle became a major safety concern for myself, my family and others that are on the road driving. There were to many red flags after I purchased my vehicle, over hearing other customers complaints and finding out through Motor Vehicle that there was no vehicle registered under my name after providing the *** #. When I questioned the Sales Managers why paperwork has not been sent over to motor vehicle because I was not showing up in their system as a registered car owner of a 2021 ********** nor have I received my license plate. I was told motor vehicle system had been hacked the day I purchased my vehicle. DMV denied 77 claim.

  

  Business Response

  Date: 07/15/2024

  We have reached a resolution with Mrs. ********, and we believe this issue to be fully settled with her. 

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair 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.

  05/06/2024 placed a deposit on a car which we were preapproved and qualified to purchase however could not get to the dealership until later in the day to finalize the purchase.The 500 was non refundable, unless the sale of the car did not go through for a "valid reason."5/7/24 the morning after purchasing the Jeep the check engine light turned on, we contacted **** the salesman indicating we were bringing it back for service the dealership needed to handle the issue. He indicated "I hope you go the car warranty because that is what will pay to fix the issue." We dropped the car off on 5/8/2024 at 6 am, leaving it for service. No one contacted us until 5/8/24 advising us that the car was fixed, thermostat replaced, we could come get the Jeep. When we arrived to pick the Jeep up, **** met us with the key and indicated there was a missing signature on ONE page of the paperwork, they needed me for 5 minutes to sign. I agreed went inside with my husband, the finance manager then indicates, all the paperwork, including the contract needed to be re-done because the bank had changed, no reason given, I asked, if the contract was to be re-signed and all that changed was the bank, where was the old contract so I could compare the two to make certain there were no other differences. He indicated after searching for 15 minutes for the "old" contract, "I can't find it because I threw it away." We asked if the loan had been funded by the bank yet, finance manager said "No." "I'm new and it was my first day when I did this, there were too many banks and calls, the wrong bank was used, the other bank did not fund the loan, we need a new contract but I threw away the old" There was no verification that what we were signing was matching the prior agreed upon amounts and terms, so we refused to sign and walked away. We respectfully request the refund of our 500 hold fee because the sale of car became void when the seller changed the terms of the contract, voiding the sale.

  

  Business Response

  Date: 05/17/2024

  *******************,
  
  We apologize for the inconvenience and frustration you experienced during your recent visit. We understand how important transparency and trust are in this process.
  
  After reviewing the situation, we acknowledge that the need to re-sign the documents with a different lender, combined with miscommunication regarding the contract, led to a breakdown in the purchase process. We strive to provide a seamless and honest experience for all our customers, and in this instance, we fell short.
  
  To resolve this matter, we have processed a full refund of your $500 deposit, which is now in your possession. We regret that this experience prevented you from completing the purchase with us.
  
  We appreciate your feedback and will use it to improve our processes and training. If you have any further concerns or need assistance, please do not hesitate to contact us directly.
  
  Kind regards,
  
  The 77 Auto Team

  Customer Answer

  Date: 05/17/2024

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

• Initial Complaint

  Date:02/16/2024

  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.

  On February 2, 2024 I went to 77 Auto to test drive (and purchase if I was satisfied) a 2021 ****** Corolla for my daughter. I had already done a pre-approval online for the listed amount of $15,977. The car was advertised as if it came with a 1-year warranty and maintenance. Once the salesman (****) gave me the pricing info, there was a $2000 addition for the warranty. I complained about it, and I asked to at least have $500 taken off the price. He agreed, wrote that down, and I initialed it. I was at the dealership after work for over 3 hours. I was told this was because there was only one manager that day. Later, **** came in with the official paperwork. He breezed through it, and ** embarrassed to say that I signed it. I did not notice that not only was the price on the car more than advertised and agreed, but the service contract had also almost doubled. I was exhausted and left later that night. I put $7500 down on a $16,000 car and still ended up having to finance almost $15,000.

  

  Business Response

  Date: 03/04/2024

  We have been in communication with ***************, and have processed the cancellation of the warranty she purchased. To our knowledge, *************** is satisfied with the resolution we provided. It does take some time for the cancellation to process and her lender to be reimbursed, but the reversal is well underway. We have included a copy of the of the Menu and payment she selected and signed for during the transaction as well as the Cancel Receipt provided to us by Global Administrators for her records. 

• Initial Complaint

  Date:02/12/2024

  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.

  I purchased a 2014 F150 from this dealer. Within one day the vehicle has mechanical issues. Dealer repaired vehicle. Took over one week. Dealer mishandled title work with the ***********************. Dealer stated they fixed it. I have received a civil penalty from the state and the tag is now considered dead by the state. Dealer is taking no action to resolve. Dealer maintains no communication. Dealer sold vehicle with clean car fax. Vehicle has mechanical issues upon sell and I have found rust indicating the vehicle had been flooded.

  

  Business Response

  Date: 02/19/2024

  We have spoken to ****************** and **** addressed his concerns. To our knowledge this issue is resolved.