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:10/15/2024

  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 bought a car 2022 Hyundai Venue on August 15, 2024. I made a down payment and financed $10,000. They never sent my lien holder the title and are giving me the supreme runaround about it now. They have lied to me repeatedly and I need the title NOW. The vehicle was destroyed in the storm and I am without a vehicle. They are terrible business people

  Business Response

  Date: 10/26/2024

  
  
  
  
  
  October 26, 2024
  
  *** ******* ********* **** ********* ***** ************* ** ***** *** **** ******** ** * **** ******* ***** ******************** **** * ********
  
  Ms* **********
  
  Wallace Imports of Bristol acquired the 2022 Hyundai Venue that you purchased as a trade-in toward the purchase of a new Kia. The customer that traded in the Venue had a loan on their Venue at the time of trade with Hyundai Motors Finance. Unfortunately, Hyundai Motors Finance sent Wallace Imports of Bristol the title to a different Venue when Wallace made payoff on the loan that was in place at the time the customer traded for the new Kia. We need the actual title to your Venue to complete the titling and registration for your purchase of the Venue.
  We promptly notified Hyundai Motors Finance of the fact that they had sent Wallace the incorrect title and we were informed that Hyundai Motors Finance would send us the correct title. As time passed, we continued to follow up with Hyundai Motors Finance as to the location of the correct Venue title, but it became apparent that Hyundai Motors Finance in fact had lost the title. When this became apparent, we requested a letter from Hyundai that stated they no longer had a security interest in the Venue you purchased. Once we received this letter, we were able to procure a duplicate title to replace the title Hyundai Motors Finance had lost and get your Venue properly titled and registered with the State of Tennessee.
  We provided you a complimentary loaner car during this process since there were extenuating circumstances that were out of Wallace Imports of Bristol’s control and since your Venue had been totaled and you were without a car to drive. We apologize for the delays and inconveniences you experienced but had Hyundai Motors Finance supplied the correct title at the time Wallace Imports of Bristol made payoff, there would have been no delays. I do not feel as there was anything further, we could have done to expedite the titling of your Venue as another party (Hyundai Motors Finance) had lost the necessary title. Additionally, Wallace provided you a complimentary loaner car during the process. As of 10/26/2024 it is my understanding that the titling and registration of your Venue with the State of Tennessee is complete and that we have been returned our loaner car. Please do not hesitate to contact us if you need anything further.
  
  
  
  Sincerely,
  
  
  ** ***** ******* ******* ******* ******* ** ******* ************
  
  

  Customer Answer

  Date: 11/07/2024

  I had eye surgery 2 days after I received the response from Wallace and again on the other eye last week and therefore could not see to respond. In the event this additional information helps someone else in the future I am sending it despite it being past the 7 days. Wallace Imports does not tell you that they took the car in on a trade in last MAY! That was approximately 3 months prior to me purchasing it. In that time period they made NO progress locating a title yet they still sold me the car in August . They say they “promptly notified Hyundai “ that they had the wrong title when they needed to complete the titling and registration for my purchase however it is my understanding they didn’t even know where the title was (even in which state) when I notified them 7days after the car had been totaled in the storm. The (initial) cavalier attitude that I was treated with was the source of my frustration as well as not knowing when and if I would be reimbursed for my loss in order to purchase another vehicle. I will concede that once I went into the dealership (with backup support) I was treated differently. However each step of the way after that I was given extremely underestimated timeframes of when and how this would be resolved. When Wallace told me on October 18 that they turned all the paperwork in to the lien holder (at 4:45 pm on a Friday ) that everything would be fixed in 2-3 days, it was actually estimated by the lien holder that it would be another 3-4 weeks. I had already secured the use of a friend’s vehicle initially after my car was totaled, however I did accept the use of a vehicle from Wallace, which was delivered to my home, and I appreciated it greatly. I used the car for Approximately 3-4 days when I was able to secure my own vehicle. Wallace states there was nothing else they could do to expedite the titling of my totaled car. I have several suggestions:

  -don’t have a vehicle on your lot for months without making certain you have a proper title 

  - don’t sell a car to someone that you don’t have a proper title for (aren’t there legal issues with this)

  -don’t treat a woman purchasing a car as if she doesn’t have the intelligence and fortitude to follow up on what was clearly a significant error on your part 
  

  -don’t assume because there was a car in my driveway on October 26 that I had the title and everything was fine. I received a copy of the title yesterday, November 5 and have been on the phone daily trying to make that happen. 

  Finally I acknowledge that at some point, after I was completely frustrated with the lack of progress in resolving this, the General Manager got involved and progress in the right direction started. However the steps necessary and the time it took for me to get the title was entirely on Wallace for not having the title to a car that they were paid for and sold to me in August. 
  

  This has been a miserable experience and one I hope no one else has to go through. Please check that you have a proper title before you sell a car from your inventory.

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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.

  This is in reference to the Collision Center. I dropped my vehicle off to them December 12th and handed them the check from the insurance company. I advised I suspected the damage was more than the check was written for and was advised they would handle all supplement information with the insurance company pertaining to the repairs and I didn't have to worry about anything. It was never mentioned to me that my vehicle would be held until all claims were paid. Repairs were completed last week, I am not sure of the exact date the repairs were completed but I was advised the final supplement was sent to the insurance company on Friday, February 9th, for the amount of ********* To date the supplements sent in by Wallace Collision have been paid by the insurance company totaling ********. Wallace Collision is refusing to allow me to pick up my car until the insurance approves the final supplement of ********- the only other option they are providing is that I pay the final supplement amount and they will release my car; I'm not responsible for that amount, my deductible is **** and I will happily pay that. And while I fully understand the fiscal responsibility they have; I do not agree with holding my vehicle for collateral of payment required of a third party. I especially do not understand this since I had to wait for supplemental approvement from the insurance company prior to them even starting repairs. I have done part; I paid my insurance and pay it faithfully. I cannot and should not be responsible for Wallace nor the insurance company doing their part. I came to their company to handle repairs and gaining payment from the third party is, I was told, part of their normal process. I have attempted to work this out with the company and have several email exchanges, I called my salesman, I've contacted my insurance company on three different occasions and am being told they have a window to process the claims. The insurance company has faithfully paid all supplements up to this date, has they not been paying I would understand this stance however after paying nearly $******, I don't think it's reasonable for this company to hold my vehicle based on a little over ********- my vehicle is obviously worth more than this and shouldn't be held as collateral for payment by someone that doesn't own or pay on the vehicle! They've had my vehicle for two months, I just want my car back!

  Customer Answer

  Date: 02/14/2024

  I was able to get my car back. While I still do not agree with this practice by this business and feel if anything it should be handled on a case by case basis; I no longer have a pending complaint. 

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 was sold a car in April 2023 and the salesman said he was throwing in a 100,000 mile warranty but found out today from my credit union I was actually charged ***** for it. Very deceptive to present it this way!

  Business Response

  Date: 02/12/2024

  Hello Nichol, our records indicate that you elected to purchase additional warranty coverage for your 2015 Scion FR-S when you purchased the vehicle on April 20, 2023. This warranty coverage can be cancelled. Please let us know if you wish to cancel the coverage and we would be happy to start that process for you.

• Initial Complaint

  Date:12/09/2022

  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.

  Purchased a 2016 Nissan Rogue SLAWD on or about Oct 17, 2022 with extended warranty for XXXXX. Have had several issues that have not been resolved and I have been treated rudely by the management of the facility in trying to make them step up and do what is right. The car was advertised to have Navigation, etc and that was told to me by the salesperson when we were considering the purchase. Kept seeing that when you started the car that it said Nissan SD card is removed please replace it. Did not know what that meant. Come to find out that the SD card controls the navigation system and much of the computer functions on the car. Called Wallace and told them that I expected them to take care of this, since the car was supposed to have navigation but did not because of the lack of the SD card. Was told that they were not responsible for this despite the claims that they have made and that I would have to purchase on. Spoke to manager who was very dissmissive and rude and when I asked about the extended warranty, seemed confused as to what they had actually sold me. He stated that the extended warranty that they sold me would only work in case I had a wreak. I told him that I felt that my husband and I were the victims of Fraud because the car was and is not as it was described to us. I am 80 and my husband is 86 so we trusted this dealer to be honest and forthright with us and they were not. I told the manager that I was going to file a complaint with the BBB and he told me "to go ahead because it would not matter anyway"

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 7, 2023/01/02) */ Dear ********* & Johnny ******, Our Used Car Inspections cover SD cards and our inspection records show that an SD card was present with the vehicle when it was purchased by you on October 8, 2022. When you contacted us on December 7th to inform us the card was now missing we advised you that we would have to order one and that we would send it to your address at no expense to you. One has been mailed to you address. Please let us know if you have not received it. Our telephone number is XXX-XXX-XXXX.

• Initial Complaint

  Date:07/20/2022

  Type:Billing 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 went Friday before Mothers Day on Sunday, May 8 and traded in my 2010 Ford Edge at Wallace Auto, Volunteer Pkwy, Bristol TN. I dealt with Darrell, my regular sales person. I decided on trading my Edge and $2,000 for a 2017 Ford Escape, had it 2 days and had issues with cruise control. Was in the shop OVER a week and a half. No one called me and told me anything. My credit was ran without my knowledge and consent on one of the 3 loaners, I was provided and i did NOT fill out ANY application NOR signed anything for it to be ran on the other vehicle. The Escape had so many recalls, is going to need motor mount, motor, etc. I then purchase the jeep...3 days later had issues with it...they TRIED to correct them ALL, done OVER $6,000 work on it...ONE of the issues was that it kept popping out of gear and that's NOT a good thing crossing N Roan St in JohnsonCity! NOT all of the MANY issues were fixed, the horn doesn't, and still doesn't blow and the passenger **** mirror won't stay in place. 3-4 days ago, even though Wallace Auto was told about the horn...a person pulled out and almost HIT ME and I had NO horn to blow!!! I'm going to try to get another vehicle from a dealership that DOESN'T sell JUNK nor from an establishment that can't be trustedï��'ï��‼ïï��ï�� NEVER AGAIN will I do business with this crooked dealership in Bristol, Kingsport or Johnson City, TN ‼ïï��ï��‼ïï��ï��‼ïï��ï�� They can't make a RIGHT from this WRONG. I've bought some super glue to fix the mirror and just yesterday evening on my way home from work, the gearshift started popping out of gear AGAIN. I've informed my mom and brother that if it happens as I'm crossing N Roan St on my way to and from work and if I'm injured or killed, to *** Wallace Auto because they knew about it and even the owner knows because from the salesman, Darrell, he was told by Mr Wallace, the owner that these ISSUES were (STILL ARE) a SAFETY ISSUE! This vehicle shouldn't have an inspection sticker on it-not with horn not working.!

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/26) */ Ms. ****** purchased a 2017 Ford Escape from us on 5/13/2022. The Escape was sold AS-IS with no dealer warranty or factory warranty remaining due to the age and mileage of the Escape. Ms. ****** signed the prescribed Buyer's Guide (attached) acknowledging the fact that she was purchasing the Escape AS-IS with no warranty. We allowed Ms. ****** $4,479 for a 2010 Ford Edge that she traded and Ms. ****** put $2,000 down. Shortly thereafter, Ms. ****** returned and informed us that she did not like the Escape and wanted to choose something different. Although, it is not our policy or typical, the timing allowed for us to stop the financing and title paperwork on the Escape. As a goodwill gesture we allowed Ms. ****** to select a different vehicle. The dealership provided Ms. ****** a Nissan Rogue to drive while her original Escape deal was being 'unwound' and while she was selecting a different vehicle to purchase. While driving the Escape, Ms. ******, informed her Sales Consultant, Darrell *****, that she 'liked the Rogue and would take it.' Since Ms. ****** had informed us that she wanted to select a different vehicle and since she informed Mr. ***** that she liked the Rogue and would take it, Mr. ***** asked the Sales Manager, Craig Burton, to submit the Rogue to lenders to ensure we could secure an approval. We do have a credit application granting us permission to submit her application to lenders signed by Ms. ****** and retained in our files. Ultimately, Ms. ****** decided against the Nissan Rogue and instead selected a 2008 Jeep Wrangler with 167,000 miles on the odometer. Due to the miles and age of the vehicle it was also sold AS-IS with no dealer warranty or factory warranty remaining. In addition to signing the prescribed Buyer's Guide (attached) and acknowledging the Jeep to be AS-IS with no warranty, Mr. ***** and Mr. ****** advised Ms. ****** that although we were unaware of any specific issues there would very likely be some maintenance necessary to the Jeep simply given the age and the miles. As a result of the concerns of Mr. ***** and Mr. ******* the required down payment was reduced from the $2,000 originally given on the Escape to $1,000 for the Jeep. Despite our advice, Ms. ****** still decided to forward with the purchase of the Jeep. Out of an abundance of caution and given the age and mileage of the Jeep, Mr. ***** and Mr. ****** made Ms. ****** sign an additional disclosure (attached) where she acknowledges (in addition to acknowledgment on the Buyer's Guide) that she is purchasing the Wrangler AS-IS and that the Dealership would not be able to assist with any repairs. We thoroughly recondition trade-ins, but it is simply not possible for us to assume the financial responsibilities of maintaining a customer's vehicle. As such, we do offer Mechanical Protection Plans as well as Pre-Paid Maintenance Plans; both of which Ms. ****** declined (see attachment). After the sale, Ms. ****** contacted Mr. ***** with some maintenance complaints on the Jeep. Despite our having sold the vehicle AS-IS with no warranty and despite our additional disclosures that the dealership would not be able to complete any repairs for Ms. ******, the dealership decided to complete $5,444.18 in repairs (attached) as a gesture of goodwill to remedy concerns of Ms. ******. We accommodated Ms. ****** when we rescinded her original transaction on the Escape, we accommodated Ms. ****** when we reduced her down payment from $2,000 to $1,000, and we accommodated Ms. ****** when we completed over $5,000 maintenance to her Jeep. Throughout the entire process Ms. ****** has used foul language when threatening several dealership employees. In spite of all our efforts and given that Ms. ****** is still unsatisfied with our services we will not be able to provide her any additional resolutions beyond what has already been provided. We wish Ms. ****** all the best in her future endeavors. Furthermore, we have worked arduously over the past 60 plus years to earn a good reputation in the community and continue to make goodwill gestures to customers when appropriate, like those extended to Ms. ******. In our opinion, Ms. ****** has abused the avenues for redress offered by the BBB to address her concerns. We consider Ms. ******'s statements to BBB calling us 'Crooks' and stating that 'Mr. Wallace knew..' to be damaging and libel. As BBB will note, the Principals of Wallace Imports of Bristol have not been charged with or are accused of any crimes. BBB would also note that Mr. Wallace couldn't have possibly been aware of the terms of Ms. ******'s sale as he passed **** in February of this year. Should BBB wish to publish Ms. ******'s account of the events as she has described them, we would have no choice but to pursue all rights and remedies afforded to us under the Tennessee Code Annotated against both the BBB and Ms. ******. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is not ONE true statement in that letter. I was told, after having the Escape for 2 days and had an issue with cruise, Mr. ** today me to bring it in. He supplied me with a Odyssey van while it was in the shop. After about 4 days, I was receiving text, which I saved from Mr H., ***** and the other salesman. I was receiving text all day while at work wanting me to bring the van to them, they had a potential buyer. I stated I was at work until 5pm and was told they would come trade out the van. The salesman exchanged out for a Rogue. After not being told anything about the Escape and on Monday morning my phone was blowing up with text from LifeLock wanting to know if I was applying for credit and my credit was being ran through my bank, ECU. I called ECU and eas told that my credit was being ran by Wallace Auto for the Rogue! They ran my credit so much without authorization, so ***** is lying, AGAIN, that my credit went down 27 points. I have proof and was at work. All of this was ******* ****** idea. I was, after a week and a half that the Escape had so many recalls and would need a motor, brackets, etc. I saw the jeep and ******* said, let me see if I can get you in that. It went through and 2 days later, the gear kept popping out of concern and ******* talked to Mr Wallace that told him it's a safety issue and to fix it. I was told to bring the jeep up there, I have text of Darrell stating what Mr Wallace said to him. I was given a $100 for "my troubles ". Went a few days later and was told over $6,000 work was done. Yet in the past 2 weeks, it has popped out of gear 4 times, I'm keeping a journal, and the horn STILL doesn't blow, never has AND after having ***** and ******* try to fix the passenger ******* I've had to buy super glue to get it to stay in place. THAT is EXACTLY what happened!! Putting my life in jeopardy to line the pockets of liars!!! Business Response /* (4000, 9, 2022/07/27) */ We have done all we are able to appease Ms. ******. Unfortunately, it is clear that we are not able to satisfy her nor are we able to meet any of the 'demands' she has laid out to you. We wholeheartedly disagree with the statements Ms. ****** has made and wish her all the best; however, we are unable to assist her with her future automotive needs.

• Initial Complaint

  Date:05/26/2022

  Type:Customer Service 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 purchased a used car from Wallace Imports in Bristol. I was told that it was state law that could not transfer a tag from a car I sold to the car I bought, that I had to purchase a new one. New tag arrived and stated that I was responsible for the wheel tax. After talking to my county clerk, I was informed there was no state law that says this, and I could have easily transferred my old tag for $5.

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 14, 2022/06/22) */ We are sorry to hear about the confusion around this customer's tags. It is common for us to transfer tags for a customer. We do it on almost a daily basis. We appreciate the customer letting us know that this was not properly explained. We have also reviewed our tag transfer process with the Sales Consultant in an effort to improve future customer experiences. For the wheel tax, we are unable to process every tag/registration through each individual county and meet the state deadline for a 30 day registration. The state allows us 30 days to have a vehicle registered and we are not able to meet their guidelines if we send each individual tag/registration in a separate package to each individual county. We apologize this was not explained to the customer and have issued them a refund for the $55 wheel tax. We appreciate their business and feedback and we extend our apologies for the confusion and misunderstanding. Consumer Response /* (2000, 16, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate them refunding the money and consider this closed.