Complaints

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

close

Find a Location

Volunteer Auto Group has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Volunteer Auto Group

  2313 E Lamar Alexander Pkwy Maryville, TN 37804-5310

• 

  Volunteer Auto Group

  1712 W Broadway Ave Maryville, TN 37801-5510

• 

  Volunteer Auto Group

  524 Highway 321 N Lenoir City, TN 37771-6540

• 

  Volunteer Auto Group

  1501 Callahan Dr Knoxville, TN 37912-1208

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: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.

  When purchasing my vehicle it was notated that the a/c wasn't working along with a few other things. The salesman assured me that they would have it fixed and as agreed it has to go to the shop tomorrow afternoon to be looked at. The shop person who contact me when I made the appt told me he won't know how long he'll have it until he looks at it, which is fine. I asked him if they will be giving me a loaner vehicle while mine was there, he said they might be and to reach out to my salesman. I did text the salesman about it, I also advised him that I would have my two small children with me (3y/o & 9 month old) and he proceeded to tell me that they don't do loaner vehicles. I asked him to please ask his boss & let him know I will be an hour from home with 2 small kids in tow and need one. He proceeded to tell me Can't do it, sorry. No possible way, can't break the rules for just my customer. Doesn't work that way. You've been demanding me things when I've done everything I possibly can for you. SO when they say they take great care to make sure every model in their inventory is in excellent condition, be mindful to check EVERYTHING! My almost 30k vehicle has missing & broken parts on the interior (I didn't even want to bother them with that) a/c issue, head light/electrical issue and check engine light on (transmission started shifting hard not even a week after owning it) and instead of helping me the salesman made me feel like I was asking for TOO MUCH for a loaner vehicle because I'm sure it'll be in there a while. I also have spoken to other previous customers of the business & they have been given a vehicle while theirs was in the shop and had great experiences with them. I'm not sure why AFTER the sale I'm no longer a valued customer and my issue of being stranded an hour from home with 2 small children cannot be resolved. Instead I was ignored. I had hoped to come back in a few years for another vehicle but I'm not so sure I will now.

  Business Response

  Date: 04/09/2025

  Miss *******

  I want to first say I apologize for the way one of our salesman communicated with you about a loaner vehicle. What our policy is for customers that need something fixed or evaluated at our shop location is to try and see how long it will be in the shop at set up a short term vehicle rental during some of that time. As an independent auto dealer, commercial insurance carriers will not cover our business to temporarily loan out vehicles to any customers. They have a very strict no overnight demo driver policy and, if we are found in breach of that, they will terminate our coverage for our dealerships. I would like to try and get a temporary rental setup for you if it's possible to help you with your family and help with at least some of the time to get your vehicle fixed. Please email me at ********************** if you are willing for us to get this worked out.

• Initial Complaint

  Date:09/30/2024

  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.

  Was in an auto accident and called dealer to inquire about gap coverage purchased the dealer offered to trade for the wrecked car and I was questioning dealer but agreed a month later car was salvaged due to repair costs instead of calling the loss and collecting gap the dealership was unprofessional and uncooperative with insurance company therefore refused to pay off other loan leaving me with 2 loans and a fight over the car. So not only was I in a bad wreck now I have bad dealings with volunteer auto and insurance company.

  Business Response

  Date: 10/21/2024

  Customer originally came in to our Sweetwater location and purchased a 21 Hyundai Tucson on 6/12/24. In early September, customer came back to the dealership wanting to trade the 21 Hyundai Tucson after being wrecked and car was located at a body shop. We attempted to work a deal to get him out of the Tucson and move forward in a different vehicle; however, insurance was not going to cover the balance he owed on the 21 Hyundai Tucson that is financed through ORNL Federal Credit Union and it was determined we would need to go another direction to get him in a different vehicle. We proceeded with working a deal for him on a 2019 Ram 1500 and he traded in a 2016 GMC Canyon on 9/11/2024. If the customer has a claim that he would like to file with GAP insurance on the 21 Hyundai Tucson, we would be more than happy to assist him with that. 

  Customer Answer

  Date: 10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  John Calkins

• Initial Complaint

  Date:08/05/2024

  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 bought a car from them and only had it for 3 months and the motor blew in it. I put 2*** down and made 3 months worth of payments of *** and now they tell me that I have to pay for the motor. This happened at the Sweetwater location

  Business Response

  Date: 08/07/2024

  Mr. ******* purchased a 2016 GMC Acadia on 2/26/24 from our Sweetwater location. At the time of sale there were no issues that we or he identified with the vehicle. We certainly want to take care of our customers and their needs but having the vehicle for almost 5 1/2 months before the engine became an issue is not something that we could know would happen. We would love to get the vehicle to our service shop at **** * ***** ********* **** ********* ** ***** to take a look for him and see what it would cost to fix it for him. We would certainly offer some discounts on the service to help him in any way we could. 

• Initial Complaint

  Date:08/03/2024

  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.

  In January of this year I purchased a vehicle for my wife paying through the bank ******* I've had some issues with the vehicle obtained a Carfax and discovered the mileage was not the same have contacted the dealership they were supposed to do an investigation I was sent some deceptive cropped screenshots that I discovered when I pulled the report from the same system showed a mileage discrepancy the dealership is absolutely refusing to work with me the bank has been notified they are refusing to contact the bank the bank is trying to get them to resolve this by placing me in another vehicle are voiding out and buying back my contract and refunding me this is very deceptive I was told there was an investigation and that was the true mileage when I have a Carfax a Equifax Auto search police Carfax showing evidence that the car has been tampered with and I thought I was buying a car with 63**** miles on it and it has over 230**** miles on it and I still owe $12**** on this car and I want a refund and the management that I've been dealing with absolutely refuses and called me and tried to tell me that the mileage was correct for what they sold the car at when I have substantial proof to prove otherwise and I was told the matter was settled and it is not settled .. this is a very unprofessional and ridiculous way to do business...

  Business Response

  Date: 08/07/2024

  Mr. ****** and I spoke on the phone over the past couple days and he and our business were able to reach a mutual conclusion of getting him into a different vehicle. He is coming in today to get that different vehicle.

  Customer Answer

  Date: 08/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Brad ******

• Initial Complaint

  Date:08/01/2024

  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.

  They sold me a car with different mileage on the speedometer than what's on the title The cars speedometer said 63,254 miles the title had a 100,000 on it when I tried to talk to them they locked the doors and would not talk to me

  Business Response

  Date: 08/01/2024

  Hello,

  Could you provide some information on the purchase you are discussing such as a date and the VIN on the vehicle? I would like to have as much information as possible so that we may best resolve this for you.

  Thank you,

  Andrew ******

  Customer Answer

  Date: 08/09/2024

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

  Business Response

  Date: 08/19/2024

  We need the VIN of the vehicle Miss Ayers is talking about to determine what car she is referring to. Once we get this information, we can look further into the complaint. 

• Initial Complaint

  Date:07/22/2024

  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.

  On 03/07/2024 one of the guys called me and told me to “hurry” and get there before someone else does to get this jeep. I needed a car super bad and it was really nice. I could hear a noise it was making and I asked about it and they said they serviced everything and nothing was wrong. Well 2 and a half months down the road, my car started acting weird when I would put it into reverse & drive. I took it to them to look at and they said it was something totally different than what is actually wrong. Took it to their service shop in maryville and they told me there was trans fluid and the trans sensor was ok but my trans is really bad. So I took it to Chrysler jeep dodge ram to have them do the software update and had them check to see if I really needed fluid. They said it was completely empty… which is weird because vol auto service center said it was full the day before?? Ja** bar*** said they will pay for the fluid. So I let them. AS SOON AS I LEFT my transmission went COMPLETELY out….. I went back to voluneer in Lenoir city to talk to Ja**. He told me he would get it towed to their service shop and go there himself to see about getting a trans in my car. 2 days went by and I went back because nothing was said or done my car had still been sitting there. They all told me that was never said and they don’t know where I got that information. They have totally screwed me. I am a mother of 3, haven’t been able to work due to no transportation. They told me they don’t do loaner vehicles anymore which is wild to me that makes 0 sense… I need something done about this. Yes there is no warranty BECAUSE they never offered one, I would’ve purchased one but they knew what they were doing….. they need to fix this before I file a suit down at the court house.

  Business Response

  Date: 07/30/2024

  In response to Miss ******* claims about the vehicle she purchased on 3/8/24, I have a few additional details we would like to share. When Miss ***** came in on 3/8/24 to purchase the vehicle in question our dealership was able to get a credit application from her and a Jaimey ******** and submit that off to a few finance companies in hopes of acquiring financing. Our dealership received a financing callback from Santander Consumer USA for the customers and within that proposal Mr. ****** at our Lenior City location was able to fit in a large service contract (sometimes referred to as a warranty) and a Gap contract for the customers. This put the payment for this purchase right over $500 a month for 72 months with these options. Miss ***** informed Mr. ****** that she could not afford that payment and she did not need a service contract because she had people she knew that would work on her car if anything went wrong. To get Miss ******s payment where she wanted it Mr. ****** had to completely remove the service contract from the purchase and we informed Miss ***** of this adjustment. At the time of purchase, as with all of our sales agreements, Miss ***** signed a document that is a AS-IS no warranty agreement that states the customer has looked at and approved the condition the vehicle is in and understands the dealership is not responsible for any issues with the vehicle after the purchaser takes possession of the vehicle. On 3/8/24 Miss ***** took possession and all seemed to be well. In July we were made aware from Miss ***** that she wanted her car looked at due to some issues she seemed to have with it and we were happy to get it to our service location in Maryville for her so we could help her diagnose any issues. Our service advisers identified that there could potentially be an issue with the transmission and advised Mr. ****** to inform Miss ***** to take it to a Jeep, Dodge dealership for further inspection since our service shop was delayed at least 2 weeks to work on a vehicle. On July 5th Mr. ****** was notified by West Knoxville Chrysler Dodge Jeep Ram that they would suggest a transmission flush to help with Miss ******s issues. Mr. ****** agreed to pay for the flush to try and help Miss ***** and on July 6th we paid for the flush as you can see from our attachment. At this time we feel like we have done everything we have been advised to do to this vehicle and would suggest Miss ***** take the vehicle back to West Knoxville Chrysler Dodge Jeep Ram to see if they can help with any issues that arose out of their transmission flush. 

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 01/09/24 I purchased a vehicle from volunteer auto group. in February it broke down. I shopped around for other mechanics but after about 2 weeks took it back to volunteer to fix it, using the warranty I purchased from them. This warranty will cover about anything, and so as long as the job is done they would get paid. I expected to wait 2 weeks for them to get started but after the 2 weeks i had no communication, no time line, I called the warranty company and no claim had been filed. its now been 2 months since that point, and i havent had a car for 3 months. 3 weeks ago they let me use a loaner car, but this week they expressed to me they havent gotten started on fixing my car and now have NO TIMELINE on when it will be fixed. They agreed to take the car in for the repair, and not only has it not been a reasonable timeline they HAVEN'T BEGUN to repair the vehicle. They are offering to pay the loan and get me another vehicle, not at the same rate, or a better one, but a worse one. A higher payment on a less desirable car. I wanted the payments i have made and my trade-in from the previous sale to be taken into account but they refuse. Now I'm stuck either taking a worse deal or taking the car to another mechanic and waiting at minimum a month for the repair to even begin, and weeks more for it to be completed. They have had it since 3/2/2024 and today 5/7/24 there is no claim open with the warranty company to begin repairs.

  Business Response

  Date: 05/22/2024

  This vehicle was in process of getting the engine replaced by the service contract company at our Knoxville TN location in February by our mechanic at that location. At the end of February the mechanic at that location accepted another position and left our company. We did not have a plan in place to review the work that needed to be done at that location and that issue existed until April. In April that vehicle was transferred to our other service location in Maryville and our mechanic Lee ****** began to diagnose the vehicle since he had no previous knowledge of the work that the vehicle needed. Mr ****** then reached out to the customer to let them know we were going to file the claim again and get the vehicle fixed. The service contract company initially denied the claim when Mr ****** tried to file it because they had already had a prior claim on it with no resolution. As of 5/22/24 our company has forced the service contract company to fix the vehicle and Mr ****** will begin the work on it next week. We certainly understand the frustration and are willing to offer **** dollars to the customer as well for the miscommunication and extended time it has taken to fix the vehicle.

  Customer Answer

  Date: 05/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21680360, and find that this resolution is satisfactory to me. The business has my address and should send the check post haste. 3 months without my vehicle is a long time. If my circumstances were a little different I would be in dire straights by now. If you could make it *** that would be better since that would be the 2 payments I've made on the car with it being on your lot, but I'll accept *** if that's all you're willing to do. 
  
  Sincerely,
  
  Carlos ******

• Initial Complaint

  Date:03/22/2024

  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.

  Volunteer Auto Group takes advantage of young, less fortunate, people. On February 16, 2024 the mother of my grandchildren went there to apply for a car. The car she liked she was told she was not approved for and they showed her a different car (Nissen Sentra) which was in Lenoir City. They advised her to go to Lenoir City with the salesman to their other location to get this car. She was told she was approved for that car. She paid them ***** for the car plus a **** *nsurance fee in order to drive off the lot in the car. She asked for documents and they told her everything would be mailed to her. After a couple weeks she did not receive any papers and called them asking about the papers and where to send her car payment of ***0 to. She was told they would get back to her, but did not. She called multiple times and kept getting the same story. Three weeks after purchasing the car they called her and told her she had to bring the car back because she was not approved. They told her to brin* ***** with her and they would put her in a different car. I have never heard of such a thing. I have bought multiple cars and they do not let you drive off the lot if your not approved. She was told she was approved and they gave her the car. A couple weeks into having the car she had her windows tinted for **** and spent ***  on an oil change. On March 21, 2024 she went back to Volunteer Auto with the car and they took it from her. They told her they would repo it if she did not let them have it back. They stated they would give her back her ***** which they did, but she is ou* **** for the tinting and oil change. She is a young mother and now without a car to get her children to school and work for herself. This sounds like a major scam and I would like this company and their way of doing business exposed. I would also like them to pay her back the **** she put into the car she was told was hers and the **** ridiculous insurance fee.

  Business Response

  Date: 03/22/2024

  Destiny ****** was looking to purchase a vehicle from Volunteer Auto Group at Callahan. The original vehicle was submitted for financing and was given conditional approval by the finance company. However, the finance company determined that given the customer's current credit scenario the vehicle submitted was not able to be finalized for approval. Given this, our finance manager at that location communicated this to the customer and worked for approval on a different vehicle that he believed would be acceptable to the finance company used. Final approval was obtained for the second vehicle, however the customer was not satisfied with that car. Given the customer was not satisfied with the car that her credit scenario allowed us to sell to her, a deal was not able to be worked out. A refund of $***** was issued for the down payment given on 3/20/24 via check number ****** We will certainly reimburse cost of improvements and maintenance to the vehicle the customer made, and we would just ask to see a receipt for these charges. 

  Customer Answer

  Date: 03/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Although I am pleased they will refund her expenses she spent on the car and we will provide those receipts I also would like her refunded the **** or at least **** of it for her inconvenience of suddenly being without a car and to help pay for Uber costs.  
  
  Sincerely,
  
  Kristine ****

  Business Response

  Date: 04/02/2024

  Hello,

  Thank you for your assistance in this. If you could please also provide a date and payment method for the mentioned **** charge we would be happy to refund any up to the **** amount. Given that the car was in Ms. ******'s possession for an extended period we did incur costs while attempting to finalize the deal.

   

  Thank you!

  Andre* ******

• Initial Complaint

  Date:01/11/2024

  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.

  They never transferred my DAV tag to the new vehicle. Vehicle was purchased in December 2023, they guaranteed and promised to transfer the DAV tag. I am a disabled veteran with other health issues, not to mention they let me drive with a tag that was no good for a month. All I want is for them to do is fix their mistake and transfer my DAV tag. They also promised a tank of gas that I have not seen yet. The tag pictured is mine, but they did not transfer it to the vehicle I purchased like they promised and guaranteed.

  Business Response

  Date: 01/26/2024

  Hi Mr. *******

  At this point the vehicle is completely registered to you under a valid tag. In order to get that DAV tag transferred, you will need to go to your local county clerk to complete the process. I deeply apologize for the miscommunication on our end and the complications in getting this handled for you. I am going to mail you a $100 check to make up for any inconvenience we caused. We would love the opportunity to serve you better in the future and hope you continue to do business with Volunteer Auto Group. Please reach out if you have any other concerns at all at this point. That check is going out in the mail today 01/26/2024.

  Best,

  Volunteer Auto Group

  Business Response

  Date: 02/03/2024

  Mr. Melton,

  We look forward to receiving your updated feedback once you receive that check. It should have delivered to you by now (today being 02/03/2024). Please keep us updated on when you receive that. Thank you!

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  William ******

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a car so here I went listening to just sing papers without them explaining how much my interests rate was going to be no explaining what so ever . I didn't take any proof of income what so ever . I put down ***** on a Toyota Rava 4 I want my money back. I seriously seriously was taken advantage of

  Business Response

  Date: 11/29/2023

  Hi Ms. *********

  We are disappointed to read your complaint as you seemed very pleased with your experience with us when you left our dealership after finalizing the sale of your new vehicle. We strive to always serve our customers through transparency and take diligent steps in our finance process to ensure this. I will attach the signed Buyers Order here, but please let us know if you would like additional copies of any other pieces of your deal paperwork. We hope to be able to serve you again in the future and are here to answer any questions you may have along the way.

  Sincerely,

  Volunteer Auto Group