Complaints

This profile includes complaints for Auto Depot of Madison, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Depot of Madison, Inc.

  1201 Gallatin Pike N Madison, TN 37115-2737

• 

  Auto Depot of Madison, Inc.

  3101 Nolensville Pike Nashville, TN 37211-2930

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:04/03/2025

  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 purchased a car from Auto Depot in the beginning of March there were some issues with the car that I told my sales person ******* about, she told me that this things would be fixed, I even left my car there for 2 days after purchasing to assure that these issues would be fixed. The first being transmission/engine mounts, a full tune up and there were some parts under the hood that needed to be replaced. My car has been back at this companys shop 4 times and none of the issues have been addressed and progressively getting worse. Ive attempted to call I can never speak to a manger at either location, the shop or the dealership.

  Business Response

  Date: 04/03/2025

  Hello ********,
  
  We understand that you are feeling upset and frustrated, and we sincerely apologize for any negative experience you may have had. We appreciate your feedback and want to address your concerns promptly.

  
  We understand that you have been experiencing mechanical issues with your vehicle. The Auto Depot team, including our mechanic shop, has been in contact with you continuously since you purchased the vehicle. We are aware of all the issues you are experiencing.
  
  
  We have made the necessary repairs, including replacing the motor mount and performing a full tune-up. However, you have reported that these repairs have not been completed. You have consistently provided us with new issues with the vehicle, and we are trying to accommodate your requests. However, you must understand that you need to work with us to resolve these issues.
  
  
  You recently dropped off the vehicle after business hours to have it repaired. You gave us one full business day to complete the repairs and ensure that the vehicle is functioning correctly. 
  
  
  If you could exercise a bit more patience, we would greatly appreciate it. This would allow us to achieve a mutually beneficial outcome, ensuring that your vehicle is fully functional and all of your concerns are resolved.
  

  
  

• Initial Complaint

  Date:03/01/2025

  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 haven't had issues until recently it all started when they changed their payment system I was told to set up payment for auto pay on the new carpay app then to call back and have them discontinue the auto pay in the office. On February 27th I did just that I set up the auto pay on the app and processed my payment 2 days early then called and spoke with a representative that assured me the auto pay in the office has been stopped being they no longer use it. Well this morning March 1st the auto pay for the office processed. I called and was transferred to the same person I talked to on the 27th. All she could say was yes I see that it was processed I'll have to see what we can do. I just want my 300 dollars back that wasn't supposed to be processed to begin with being I did what they asked of me. I have never missed a payment always had insurance there is no excuse why this can't be refunded so total this week I was charged $600 300 of which is an error on their part

  Business Response

  Date: 03/01/2025

  Hello *****, 
  We are sorry to hear about your concern regarding our new payment system. As a business we are trying very hard to make it easier to make payments and help reduce processing fees.We are aware we did not cancel your auto payment and we did apologize for the inconvenience  , therefore one of the payments was voided. Proof of the voided transaction was sent via text message within 5 hours . You may be upset because we could not offer you a 30% discount as demanded by your spouse due to the inconvenience, but we did originally offer 15% off your remaining balance for a payoff . Again, any discount provided is courtesy of the dealership as we are not obligated to offer any additional discount. In this message we would also like to address the disturbance you and your spouse caused to new customers in the lobby. We expect the same level of respect especially towards our other customers . I hope we have cleared up the air and moved forward on the same page .
  
  Sincerely ,
      Auto Depot of Madison

• Initial Complaint

  Date:02/24/2025

  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.

  Vehicle sold to me with numerous UNDISCLOSED electrical problems, and VIN has a flag on it for incorrect odometer readings, I was not advised of this either. Also, in the lobby of Auto Depot, *********, there is a framed photo put up by the company that states they are BBB accredited, which, they are NOT. So misrepresentation by the company on top of selling hazardous vehicles without disclosure, and no other option to fix besides giving up my down payment ( no refund), and sending the car to THEIR shop that chose to not fix the issues in the first place before I bought the vehicle. I sent the car back to the shop 1x already, I was told by the salesman that they are putting a new battery on the car, I left WITH THE SAME BATTERY.

  Business Response

  Date: 02/24/2025

  We appreciate you reaching out to us with your concerns. We understand that you are dissatisfied with the service provided, and we sincerely apologize for any inconvenience caused. On 2/20/2025 We had the pleasure to Help you with your car purchase and even though you didn't had the whole amount for the Down Payment required we worked with you to the best of our abilities because that's our goal, On every purchase we do offer a free warranty on engine and transmission for free unlike others car lots that sales them As - is, with no warranty , in this case you were offered a free warranty for 6 months or ***** miles warranty on engine and transmission because we want to make sure customer feel that if anything happens they will be covered, Every sales person here has lots of experience and we do disclose everything at the time of the sale , when you drove off you encountered a light on the dash and we went ahead and refer you to our shop so they could fix that issue, shop disclosed to you that we were going to fix any issues free of charge and that they need It you to bring the car back for one day, we are doing everything in our part to fix the vehicle but you need to allow us to fix it , unfortunately we do not offer exchanges or refunds since our sales are final, The mileage on the car are the actual mileage and there are no discrepancy, Bellow are the attached files on which has everything in regards to warranty, non refundable down payment receipt, and odometer disclosure. Please let us know if there is anything else we can do to address your concerns or assist you further. We value your feedback and strive to continually improve our services. 

  Sincerely

  **** B 

• Initial Complaint

  Date:02/19/2025

  Type:Order 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 car from Auto Depot in Oct of 2023. I know that one of the terms was to keep my car insured. Every time my insurance renewed I would receive a text about updating my insurance. I would call and give my policy number to someone in the department. There has never been a problem until this last time. I received a text about expired insurance and immediately called. I was prepared to give my policy number and the girl told me that I would need to send a proof of my insurance in an email. The lady on the phone never specified what email to send it to so I assumed I would send it to the email on their website. I received the text on 2/7 and sent proof of insurance on 2/7. I take a look at my account on 2/19 to see I was charged $116 due to expired insurance fees. My insurance has been active since 1/17 I showed paper work to prove that my insurance was never expired and I sent proof of insurance. When talking to the girl I was met with condescending questions. I was told that it was my fault for sending proof of insurance to a random email that they did not have access to. I was told that I shouldve just given my policy number when I called on 2/7. I explained that I tried to do that and the lady I spoke with told me to send an email to the company (once again never specified an email). This is frustrating because there is always something with this company. Ive never missed or been late on a payment and I get text messages saying that my payment is late. I repeatedly have to call and send receipts to prove that Ive made my payments on time. This time Im being told that I am responsible for paying a fee that is a consequence of their negligence. Also add.. the random email that the lady spoke about is the only email Ive ever had from them. How would I know to send this to a certain email if 1. Ive only just called to update my policy number and 2. The lady who actively works in the department didnt tell me the email? Seems like a training mishap.

  Business Response

  Date: 02/21/2025

  Good afternoon Ms.********,
  We am sorry to hear you have had a misunderstanding in regards to your insurance.Our requirements are your vehicle must be insured at all times with full coverage insurance and Auto Depot of Madison MUST be listed as Lien holders .Unfortunately, in the attempt to update your insurance with the intention to validate it, even when it was sent to the assumed email it still did not meet the requirements as mentioned in our deal, due to the lienholder not being present on the policy .The day you came in questions were made to help and justify your cause as to why we have not received your insurance coverage .Also the messages you have received have been notifications of your upcoming payments not past due notices.I hope you may find this message helpful for future references,also In the future please do not assume and contact us immediately!
  

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22964736
  
  I am rejecting this response because: the screenshot above is proof that the dealership in fact does send out late notices. The text from the dealership states that my payment was late. I had to call to prove that my payments have always been on time. I can add more screenshots that I have received about paying late when Ive paid on time. The messages that I receive are both about scheduled payments as well as payments not being received. I understand that auto depot does have to be listed as a lien holder. That is fine. My problem comes in at the lack of information your employees give. Communication and organization are not there. Every time I have called to update my policy number its been a breeze. I have just given the info over the phone. I definitely called immediately and I am still in the same position. Your employees give out lack luster instructions and then assume that your customers will pick up the slack. When customers do not pick up the slack for your dealerships negligence we are penalized. I merely followed instructions that I was given. Nothing more nothing less. If the company wanted me to do something different then that should have been expressed. 

  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/08/2025

  Good evening Ms.******** ******* response at time of deal your sales representative provides you with an understanding of how our dealership runs. Our paper work is simple and easy to understand. You can always feel free to revisit your paper work which you should have in your email. As for our employees, information is provided gladly to our customers .However , this issue came about because of your assumptions and lack of communication. We are only 1 call away and will reassure you of any information you may need .As you stated yourself, every time you have provided your policy it has been a breeze because you have met all the qualifications and communicated . If this is not the first time you should know to add your lien holder . In this matter we take responsibility for the fact that the email was not provided however as a customer who is not fairly new please be accountable of the fact that you did not communicate and your insurance DID NOT meet the qualifications. It is the customers responsibility to update their dealership with their own updated information as you did provide your initials in .
  
  
  Sincerely ,
  Auto depot
  

• Initial Complaint

  Date:10/03/2024

  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 2015 Q50 Infiniti from Auto Depot of Madison put $3,000 down 2 days later check engine light came on called the salesman *** ****** was told by ******* to take it to their mechanic dropped it off few days later check engine light came back on was told to take it back took it back to their mechanic dropped it off a few days later came to pick it up check engine light came back home was told they need a computer but continue to drive it call I called told them the car is getting worse another check engine code popped up was over there waiting the the salesman ****** wouldn't let me speak to a manager about it hung up on me and now the transmission is not working the car when I go over 60 miles an hour I told them the last month I keep telling them I want my money back just the down payment to $3,000 I made my payments on time I kept insurance on the car the whole time I just want my $3,000 back they can come and get the car if you can get a hold of the salesman or the manager or be better have them call me so we can schedule something out have some type of mediation done about me getting my $3,000 back

  Business Response

  Date: 10/14/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced, Unfortunately a refund its not available since all our sales are final , All of our customers when they purchase a vehicle they get a free warranty on engine and transmission, Its the customers responsibility to  call the shop and set up an appointment so the issues gets fixed if something comes up, as part of our warranty the account has to be in good standing so we can proceed to fix any issues and as it right now the vehicle has no Insurance and Payments has not being made for over a month and half , Shop already ordered the part that need to be replace and customer will get a call once the parts gets in ! 

• Initial Complaint

  Date:03/01/2024

  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.

  3/1 They will have folks cars sent for a repo but when its time to take care of the issue Everytime you call no one is available then when you come in the office they are gossiping instead of handling folks paperwork You constantly call and they always lie and say the person is not there

  Business Response

  Date: 03/06/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced, Unfortunately we we need more information on what the issue is, we will need customers first and last name so we can respond accordingly, After we searched on our end we couldn't associate the name of the customer on this complaint with any of our Accounts !  

• Initial Complaint

  Date:09/27/2023

  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 paid **** down for a car, that had a rebuilt title on it. They never explained that to me. Made it seem like not a big deal. They over charge for evening my car payment was 600 a month! I have cancer, I missed a payment, called then and told them I had but promised to pay either on or before the next due date. They said fine, then when I called to make a partial payment they said it wasn't enough! The repo man came for my car, practically put his hands on me and screamed to me that I should pay my bills, I told him I have cancer and called a payment plan in with them. Now I can't make it to treatment and they would have gotten their payment in the next 2-3 days.

  Business Response

  Date: 10/02/2023

  On Complaint ID of ******** Auto Depot regrets that customer has had misfortune in the repossession of the vehicle. Also we regret that customer is dealing with medical issues. We constantly train our salespeople on proper disclosure on all paperwork. Then our paperwork is explained to customer who signs documents in agreement. After reviewing this account we find that the customer's paperwork was handled by a long term and seasoned employee. We believe total disclosure was properly handled as we strive to do on every sale. The mentioned vehicle was repossessed due to being past due plus  insurance was expired which increases our liability. If customer wants to redeem vehicle the final cutoff date on that is October 5, 2023. Our suggestion is for customer to contact collection supervisor immediately if that is workable. We allow customers to redeem their vehicles if arrearage is caught up along with recovery and late fees plus active full coverage insurance. If this does not financially work for this customer then we have another option. After awhile, if customer can show proof of a better financial profile we would consider financing another vehicle later on. 

  As far as rebuilt titles, all of our vehicles are sold with rebuilt titles and disclosed in that manner. And the ****************** approves these vehicles before issuing title to us. And we also offer a limited warranty on all our vehicles. Thank you, Auto Depot of Madison

   

   

• Initial Complaint

  Date:10/05/2022

  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.

  I put $2800 down for a 2016 Nissan Altima on 3/9/2022. Every month since then I have paid $480 a month for the vehicle, as well as, $255 a month for insurance. On 9/23/2022 I was in a wreck at no fault to my own. The car was towed to ****** ******* and was there for almost a week.****** was going to get the car and do insurance things with it. However, was told the lean holder (AutoDepot) came and got the car yesterday (9/27/2022). I have called multiple times, my lawyer (**** *******) has also called. It is now 10/05/2022 and no one from AutoDepot has called to let anyone know where the vehicle is. Can you please help? You can not file an auto claim with no automobile. I know they are the lean holder, however I am paid up until 10/14/2022. Are they legally allowed to just take their car back and hide it??? Thank you for your time even reading this!

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/06) */ After researching facts on this matter, we have found out that customer vehicle was towed to a wrecker service where it's costly when they add their tow fee plus daily storage that accumulates quickly. We could not get the insurance company to reply back to us, so as security holder and lienholder on vehicle, we paid the wrecker service over $600 to get vehicle out to keep bill from escalating even more. Now we understand that our insurance clerk *****, has spoken to customer who has provided her a good claim number. And it is also our understanding that the claim is in process and will be handled by *****. Unfortunately, insurance companies never move fast and so we understand the customer's position. We acted in due diligence as a lienholder to protect the financial interest of both parties. And we also understand that the customer and our insurance department are in the loop and waiting for the claim to be resolved by *****. If there is any more concern, customer may call our insurance rep ***** at ************. We believe that everyone involved also has the claim number and phone number of the ***** agent. We hope this reply helps.

• Initial Complaint

  Date:07/29/2022

  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.

  Purchased a 2013 *************** from ****** at the *********** location . He told me it was never wrecked but it had a rebuilt title and showed me a free ****** report showing no accidents, he implied that normally when cars come in like this they have nothing wrong with them and probably were just repoed or stolen. As I started driving from day to day I noticed a vibration from the steering wheel, some loud clanking from the engine at start, proximity sensors going bad due to front end collision. ****** sent me to their in-house shop and the main mechanic informed me that the vehicle was there for repairs but somehow ended up on the sale lot before they could install the strut they ordered for it. (The car that was never wrecked). The steering kept vibrating even after they "repaired it". I contacted ****** and he told me it was a used car and my expectations were to high, he recommended I paid to get the wheels balanced. I began digging deeper, I pulled a ****** report to find not only one accident but three. The car hit a wall in it most recent accident which was the one they "repaired " I also noticed that the front right fender didn't match the rest of the vehicle. I returned to ****** to ask why he omitted the truth and he told me that I should've said Something before the seven day warranty. I have reached out to the main office and got no answer. So I drove out to ******* and asked for a manager. They told me He wasn't in and probably would be back in an hour. I decided to wait, as I waited I walked around the parking lot to find that all the cars on the lot were in to some sort of accident and had been patched up. Some way worse than my vehicle. I talked to the manager and he said he would get back with me. It's been 2 months and I've heard nothing.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/01) */ Auto Depot is sorry to hear about customer dissatisfaction. After researching with salesperson, it appears customer has his statements that are different from salesperson's. 99 percent of our vehicles are rebuilt titles. Customer was advised of this and we have signed documentation covering this. Salesperson advised he never gave customer a ****** report(there is a cost to get one). Salesperson did show customer pictures of vehicle before we sold it and only showed minor damage. All our vehicles are sold "as is". That vehicle had a 6 month powertrain warranty on it which has now expired. It only coverered the motor and transmission. Salesperson advised that customer car was driving fine and he was happy at time of delivery. Salesperson advised that customer wanted Auto Depot to paint entire car because of paint discolorization but that is not covered under the now expired powertrain warranty. Auto Depot would be happy to get a no charge estimate on painting the entire car if customer chooses. If a manager advised customer that he would get back with him and didn't, Auto Depot apologizes for that. We acknowledge that this customer has his opinions and saleperson has his also. Again Auto Depot is sorry to hear about this and we hope that customer will understand that. We at Auto Depot try to explain all the information we can on the sale of a vehicle. We do have paperwork that documents our warranty and rebuilt information. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The whole statement is false. I would not lie about the free ****** report I was shown. I have several recordings and records of the conversations that me and the salesman (******) had that prove that this is not just my opinion. I asked ****** why he didn't show me the picture of the vehicle with the minor damage and he said he didn't have the picture and they kept the damage pic with management at the Madison store. ****** did acknowledge that he sold me the vehicle only showing me the repaired version of the vehicle at the point of sale. He told me that I had to pay retail because there was no damage. I was not happy when I purchased the vehicle. The strut was replaced because I complained about the vibration of steering and the car still does not drive properly. I asked them to look closer and ****** said my expectations were too high. If the manager contacted me I would show him the rest of the recordings. No one has called me.