Complaints

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

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  Auto Appraisal Group, Inc.

  1441 Sachem Pl Charlottesvle, VA 22901-2555

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  Auto Appraisal Group, Inc.

  P. O. Box 7034 Charlottesville, VA 22906

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:09/03/2024

  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.

  I contacted Auto Appraisal Group *** on August 16, 2024, asking about their process to appraise a vehicle. Their agent explained that they had a Value Range opinion, and that would cost $125. He said I could submit documents such as repair receipts, that would help them in doing the Value Range analysis. The next Option was to order a Certified Vehicle Appraisal, that would provide a specific Market Value. This Option would cost $525, according to the agent. On August 20, 2024, I completed the online form to request a Value Range and paid the $125 fee. On August 22nd, I received a cursory response from a ***** *******, which was essentially a few lines of text stating a range of potential values, and stating that I could call for further assistance, and pitching their more costly service - the Certified Vehicle Appraisal. I called the phone number in the email, ************ to ask how the Value Range was determined, to provide me more insight. The person on the other line said their company does not provide any explanation on Value Range services, I then asked him to confirm whether they in fact received my email with my supporting documents such as repair receipts. He said he could not verify receipt of my email. I then asked him whether the email address listed on their website was correct. He confirmed that the email address of ********************************************** was correct. I informed him that GMAIL was bouncing back the emails. He was very nonchalant and rude to me. Finally, I asked him about their Certified Vehicle Appraisal Process, at which time he quoted a fee of $575 for that service, even though the last agent had quoted me $525. Their email server later responded, stating that their Inbox was full. They clearly use deceptive practices and don't act on their promise to review supporting documents. I later hired a different company whose email worked, and who did a great job with Value Range and Certified Appraisal, with explanations provided.

  Business Response

  Date: 09/25/2024

  We received an online request for our Market Value Range ******** This service is provided to customers who are considering our total loss appraisal ******** The client completes a form giving us details about their vehicle to allow us to provide a preliminary estimate of value that we can support if they pursue a total loss appraisal. The opinion of value is based on our research and experience. This customer attempted to send us additional documents but the email was too large. We had multiple phone conversations asking him to send smaller attachments and our staff was very patient and professional. After several days we completed the value range based on the information in the form. In no way were we deceptive about our service but offered multiple options to assist this client. When he did not get a value in the range that he wanted, he requested additional details that are not part of the ******** We are independent in our assessments and cant always tell clients what they want to hear. Many customers have used this value range service to help determine whether it is worthwhile to pursue a total loss appraisal. We are sorry we could not meet this customers expectations but because the requested research and service were provided to this customer including multiple explanations and attempts to reach a satisfactory conclusion, we are not able to issue a refund for this ********  

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These people are blatant liars. If they indeed called me and spoke to me regarding my email attachments, they would know that I am FEMALE not a "He" as they repeatedly refer to me in their response. The voice is clearly a female voice. None of the communications happened. These are people with absolutely no integrity. I had no issue with they Value Opinion, just with their false advertising and promises. I expect a full refund for that reason. 
  
  Regards,
  
  ********* ********