ComplaintsforCar Stop Auto

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On or about April 15, 2024, I noticed that an unauthorized loan was reported to my credit with Car Stop Auto in ********, ********. Upon discovering this loan, I immediately contacted the business owner ************************* at the ******** location and reported the fraud. Despite providing all requested documentation and following up multiple times, the issue is still yet to be resolved satisfactorily. Initially when discussing the vehicle information, I was misinformed about details regarding the vehicle which prompted the return after the test drive. The vehicle was advertised as only having ****** miles, when in fact the vehicle had approximately ******. ***** also falsely stated to a financial institution that I had insurance, when in fact I did not. He falsely stated that I placed a downpayment of $2,000 when I also did not. Lastly, the loan that was taken out on the vehicle never had my consent or wet signature. He never received my verbal or written consent to utilize an electronic signature for any documentation purposes. I promptly returned the vehicle, without officially taking possession. As stated above, no signatures were provided and no consent was provided. I now have an active auto loan in my name without ever having possession of the car.Car Stop Auto of Richmond has failed to address my concerns appropriately and has not offered any compensation for the fraudulent use of credit or losses incurred. I have attached copies of the fraudulent transactions, my communications with the company, and any other relevant documents for your review. I am requesting that the BBB intervene to ensure that Car Stop Auto resolves this matter promptly, ensuring that this vehicle's open loan is satisfied with ******************* I seek a full clearance from my credit, along with an improvement in their security measures to prevent an incident of this nature in the future.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought truck on 5-18-24. And as of today we still don't have a title & asked about ********* said they don't no were it is. It was missing a center cap for the wheel they were suppose to order 1 & still don't have it. We told them it was something wrong with the a/c & transmission. We asked for our money back serval times & 1 time the owner was there **** asked us to give him one more chance. We gave them more chances than anyone else would have. They carried truck back to get a/c fixed it was gone 30 days or more. During that time someone stole everything we had on inside of truck. They took over 150 shop rags, wipes, sun glasses, *************** gum. Then it went back to shop again they stole the gator cover, ***************** Once the 30 day tags ran out they gave us 5 day tags. Then they took it upon themselves to get permeant tags which was only for 3 months because they put a lien on the truck. On 6-10-24 they purchased warranty on the truck & said if we were still having problems with the truck to take it somewhere that excepted the warranty after 7-13-24. We made serval trips ************ to pick truck up & not even there. They never return your phone calls I believe they see your number come up & then it goes to answering machine. You can leave a message & they still want call you back. That's a poor way to do business.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 4th I put a down payment down on a ****************************************************************************************** any of my paperwork to include but not limited to,registration, license plates, bill of sale, 90 day warranty, and Spare key.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  1/9/2024 I purchased a car through a concierge called Car Edge that after extensive conversation to dial in on a vehicle, the concierge brought a car to my attention and confirmed the car was up-to-par, that is to say it has no obvious repairs needed in order to pass Maryland inspection. The car was for driving around town when there's a lot of snow. I live in the Appalachians.Anyways, the car was delivered for free, three days after the original delivery date, and when the tow truck driver backed it into my driveway, he didn't pull in enough from the road so i had to back it up a couple yards. The 4WD transmission was in the incorrect gear and had the differential systems both on, which is not proper operation of the system. As soon as i shifted the transmit into the correct gear and turned off the 4WD systems, the check engine light popped on.I checked with a code reader then took the car to my mechanic to check and get inspected.His exact words were "You got problems with this **." There are metal shavings coming from inside the engine which are sticking to the solenoids, as they're magnetic. This kicks on the check engine light and The engine must either me replaced or fully dismantled and fixed.I do not have the money to buy a new 3,500$ engine or pay the mechanic to install it.When i contacted my concierge he said talk to the dealership to try to resolve things.They had a used Acura MDX, so i inquired about that car. The owner said he would have the car checked and prepped if good and swap with the **.Over the next few weeks he neglected to send any of the requested paperwork regarding the MDX so i could get it on my insurance as per my mechanic's request. I asked for my money back and he said he would wire it and have the ** returned to him. Money never showed then he said he "Had to just write a normal check." It's been three weeks.Owner constantly lies about sending check and shipping car.Concierge refused to help, returned my fee.

  Customer response

  04/24/2024

  The company is "Car Stop Auto Inc."

  Located at *****************************************************************************************

  Phone = ************

  Website is carstopva.com

  Customer response

  04/25/2024

  The attached contract was uploaded to show the car was described as functioning, and no pending issues were present.  Also to show that the Maryland inspection, which is supposed to be sent to Car Stop per the contract, cannot be done.  The car has a serious and obvious pending issue, which makes it both nonfunctional and so that it will never pass inspection or emissions.

  My complaint is that it is impossible to have missed such a serious problem, because the check engine light was on when the car was delivered.  No dealership wouldn't probe a car enough to figure out how much it is worth.  The issue was known, the condition of the car was falsely represented.

   

  All i want is my money back and the car returned.

  I am going on paying 4 months insurance on a car i never drove and i cannot acquire another vehicle until this is accomplished.

  Business response

  04/25/2024

  Hello, 

  The attached document is not a Car Stop ***, the *** attached is from Autotym and is not even the vehicle the customer is speaking of. This consumer did purchase a FJ Cruiser from Car Stop but also bought the unit As Is. A conversation was had with the consumer about swapping for an MDX but that vehicle became no longer available. Since the consumer did buy As Is we would not be able to refund him for his purchase if he is referring to the unit he purchased from Car Stop. 

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  i have attached the correct BO, apologies.

  
  

  As you can see there is a WE OWE page. "All components except above are in good working order and accessible."

  
  

  There is no way that the dealership was unaware of the seriousness of the issue or the fact the check engine light was on due to said issues. They put it in the wrong gear so it wouldn't automatically pop on and likely disconnected the battery to reset the light temporarily.

  
  

  No dealer would not check a car to see how much they could make on it. No mechanic that is competent could have missed the problems with this car.  

  
  

  Additionally, i have the word of the owner by spoken word many times and by text that he would and was returning my money, that it would be wired, that the check was in the mail, even after filing the complaint he and I spoke and he is supposed to be taking care of it asap. I didn't want the ticket to be closed before everything was indeed settled, though.

  
  

  I'll try to contact him again.
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  04/26/2024

  Paperwork was reviewed and owner has been notified that the consumer will reach out. 

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

  Customer response

  05/09/2024

  Hi. I had a complaint #******** that the owner agreed to "resolve" with a refund, but i have yet to receive the check or tracking after a couple weeks. I was previously told to message the complaints@bbb email to reopen the complaint, but i wanted to make sure the email went to this branch specifically, because it's the one that helped me before. Would it be possible to reopen this complaint until the refund has indeed been completed? The owner gives me an excuse everyday, says he is gonna, or has already, gotten the check out, but i never receive anything and he ignores he about tracking. Every other day i cannot get ahold of him. When i do i get an excuse and assurances. He said he would have the car picked up from my mechanic this week, too, but again i have no way of confirming anything or holding him to his word. I am going on 5 months paying insurance on the car that ought have been returned immediately based on the disputes in my initial complaint. I have not included this amount in the refund. I feel like i am not asking much i am not sure why the owner has failed to deliver. Previous complaint:#******** Thank you, kindly. -******

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car at Car Stop Auto at *************************************************************** five months ago on 11/13/2023. They added a extended warranty for $2,500.00 and make it seen like it was mandatory, later on after talking to the bank they told me it was optional, so I went and request a cancelation and refund by a certify mail letter to Car Auto Stop on 02/01/2024, since they take a message and do not call me back. I never received any response from that letter I sent. So I called the warranty company ****************** and made the cancelation with them directly, on February 15, they processed the cancelation and sent the refund to Auto Stop dealer, I try comunicate with Car Stop ****** my letter .

  Business response

  04/12/2024

  Hello, 

  Car Stop never received payment for this. Per Integrity, they spoke to this consumer yesterday 4/11/24 and told her that the payment for this was sent to the lien holder and that the lien holder in question is not easy to deal with and they would need to contact Integrity to work out the payment issue. Dealer did speak to Integrity today 4/12/24 and they confirmed the check has not cleared and it was written on 2/28/24- after further research by integrity they sent the check to the wrong place. We will be working with them to contact and get the check sent to us and which case we will add our portion of what is owed and will be sending to the correct lien holder.  We request some time to get this sorted out but we are working on it at this time. 

  Business response

  04/12/2024

  Hello, 

  Car Stop never received payment for this. Per Integrity, they spoke to this consumer yesterday 4/11/24 and told her that the payment for this was sent to the lien holder and that the lien holder in question is not easy to deal with and they would need to contact Integrity to work out the payment issue. Dealer did speak to Integrity today 4/12/24 and they confirmed the check has not cleared and it was written on 2/28/24- after further research by integrity they sent the check to the wrong place. We will be working with them to contact and get the check sent to us and which case we will add our portion of what is owed and will be sending to the correct lien holder.  We request some time to get this sorted out but we are working on it at this time. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 2, 2024, I visited ************** location of ************************************************************** with family members. I reviewed the vehicle on CarGurus (no known link as the vehicle has been taken down), I test drove the vehicle and liked it because the mileage was low with no engine issues showing. At this time, the mileage on the vehicle was ****** (when received on 3/22/24, mileage was documented at ******). After completion of the test drive, I left a down payment of $1,000 to secure the purchase of the vehicle and was verbally told that they could (would) deliver the vehicle to my home address in ********. The dealership ensured me that once they receive payment from my bank (*****************************************) that they would release the vehicle, with 30 day tags and have it shipped to my home address, well this did not happen, I had to seek out my own transporter and pay them to transport the car from ******** to ******** (this was an additional cost that was not part of the verbal agreement). Furthermore, the dealership ensured that the vehicle would be cleaned up (this did not take place) and lastly, by so many miles being placed on the vehicle, the check engine light is on and this may mean trouble. I no longer want this vehicle, I would like to return and receive reimbursement of funds and I do not know how to go about doing this as I never experienced something like this before (purchasing a vehicle out of state). Also, the title to the vehicle was promised via email to date have not received any bill of sale, nothing. Please see attachments for Bill of Sale (w/o my signature), text message correspondences from dealership. Thank you for your time and patience on this matter. Sincerely frustrated at this time

  Business response

  04/02/2024

  Owner spoke to consumer on issues. Although the dealership hoped to have transportation options to the consumer there was not written agreement and the dealership was not able to find any, it would have always been left up to the consumer to pay, and their appears to of been a miscommunication during the initial conversation in which the dealership apologizes about. As for the check engine light, owner advised consumer to take to have code assessed and then the owner and consumer could work to find a shop in ******** to see what would cause the check engine light to come on and work to resolve and get fixed. Doc of sale and title can also be sent.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  Regarding the rebuttal of my complaint, I have reviewed the offer and do not accept the offer made by the business to resolve the complaint for the following reasons:

  1. Upon review of the vehicle, the vehicles interior appeared to be very dirty this includes the seating and flooring. The seating and flooring were matted with animal hairs, like the previous owner had a pet of some sort. The dealer was asked to clean the car, they ensured this would happen, but it did not. 

  2. The vehicle had a cigarette smoking odor as if the previous owner was a smoker, so this smell was embedded in the seating and flooring as well. I am a non-smoker.

  3. When the down payment was left on the vehicle that says to me that the vehicle is off of the market, but it appeared that the dealership continued to let the vehicle be test driven because what would the explanation be as to why there was so much mileage placed on the vehicle from 53+ thousand miles to a total of 61+ miles upon delivery to my front door. The car was picked by a transporter, it was not driven to my door. (please explain)

  4. When the car was picked up from the dealership, 30 days tags and the title to the vehicle should have been given to the transporter. Why was this not done? please advise.

  5. Regarding the check engine light, yes, I spoke with the dealer about this issue and was told to take the vehicle to be diagnostically tested and whatever the issue is with the vehicle they will take care of it. Why would the consumer have to do this? please advise.

  At this time, I am requesting a full refund and return of the vehicle to its rightful owner Car Stop RVA of *******. 

  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  04/08/2024

   We can provide up to $100 to assist with the customer getting unit detail, along with the previous response of the diagnostic. The value of the vehicle is the same even with the change in mileage. We don't have a specific explanation for how the difference in mileage happened, so this can't be explained, but we can apologize and again see previous response of the diagnostic. Unless you want to drive the car back to VA you would have to initiate taking the unit to a shop and provide the diagnostic.  Transporter picked up unit after hours so the tags and title would not have been given to him. 

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  Regarding the vehicle being detailed, I do not except the offer of $100 as it's going to cost more than that to get the cigarette smoke smell and animal hair that is embedded in the interior out. 

  Regarding the vehicle being taken to a Jaguar dealer to get it diagnostic is impossible already stated cannot do so don't have tags or title, car cannot be driven anywhere, just sitting, also never received, the title, 30 days tags and refund of $500 for the transport of the vehicle to ** that was verbalized over the telephone by ******* on 3/28/24 and I quote,"the tags, title and your refund is being mailed out to you". To date I have not received any of those items.

  Regarding driving the car back to VA, I did not drive it to **, so I will not be driving it back to VA.

  
  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I first came here and got my first car, it started off bad, I took the car to a transmission shop which was told to me that , that was bad and there was no way this car would have or should have passed inspection, I had the car for two half weeks , I took the car back to the owner to let them know I asked for a refund because why put me in a car you knew was bad. This has been in on going matter for weeks now, I spoke with the owner of the business he stated he would give me my money back, the day came for that and things got ugly I had no car and no money back. Leading me up to yesterday after hours of debating I trusted them didnt go forward with my dispute with my bank let them put me in another car. All for me to get on line to see that they over charged me a 1000 from the price they had on line , and that car as well was not good. I dont want to do business with them any more and would like a refund of all the money I have given them

  Business response

  03/22/2024

  ***** spoke to customer about concerns and the issue was resolved with explanation to her concerns. She has since left a 5 star ****** review and is happy with the car we were able to get her in. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a car from "Car stop auto" upon the purchase, I asked for them to put new tires and new struts on the car. They agreed and we all signed a legal document as proof.That same day, I went to the tire shop and they had tires put on for me at no cost.*****, an employee of "car stop auto" said they would order the struts and have them put on at a later date.Time went by and I contacted *****. He informed me that they were still waiting for parts.2 months later, I contacted ***** again and he informed me that they received the parts and to drop off my car the following Monday. I drop off my car on said day and I am given a loaner car to drive. The shop had my car for a 7 days. When I picked my car up, I could not tell if the work had been performed due to the tires being in the way of sight.I drove the car home and it did not feel any different. I started to notice the tires were cupping on the inside of the tread due to the amount of weight the fully collapsed struts were bearing down on.I went to get new tires and when the gentleman at the tire shop pulled the tire off I could see the old rusted worn out struts were indeed still on the car and never been replaced. The mechanic at the shop verified that those struts were original manufacturered and original struts that came on the car at the time of assembly. I contacted ***** and he said that there was miscommunication between him and the mechanic and they do indeed have my struts and he would send me an address to take my car to have the new struts put on. Now it has been a few days and ***** is not returning any phone calls or texts.The longer I drive on these bad struts, the worse my brand new tires will wear out. If they do not repair my struts soon, I will have to buy new tires again.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to formally file a complaint against Car Stop Auto *** concerning the purchase of a 2019 Infiniti QX60. My experience with this dealership has been extremely disappointing, marked by deceptive practices, nondisclosure of critical issues, and a failure to honor commitments.Details of the Complaint:Vehicle Information:Make and Model: 2019 Infiniti QX60 Vehicle Identification Number (VIN): ***************** Purchase Date: 12/12/2023 Issues Encountered:The vehicle was delivered to me with the check engine light illuminated, indicating potential mechanical problems.Subsequent diagnostics revealed serious timing chain issues, a problem that was not disclosed by Car Stop Auto *** during the sales process.Communication with Car Stop Auto ***:I have made multiple attempts to contact Car Stop Auto *** to address these issues, providing documentation of the check engine light and timing chain problems.Despite assurances that Car Stop Auto *** would cover the repairs for the timing chain, they have failed to honor their commitment.Request for Resolution:I am seeking a full and fair resolution to this matter, which may include repairing the timing chain issues and addressing any underlying problems that led to the check engine light being on at the time of delivery.If a satisfactory resolution cannot be achieved, I request a refund or a replacement vehicle of equal value.Attached, please find copies of relevant documents, including the bill of sale, vehicle inspection reports, and communication with Car Stop Auto ***.The actions of Car Stop Auto *** represent a breach of trust and fair business practices. This situation has not only caused me significant financial burden but has also impacted my confidence in the legitimacy of Car Stop Auto *** as a reputable dealership.I kindly request the Better Business Bureau's intervention in this matter to facilitate a fair resolution and hold Car Stop Auto *** accountable for their deceptive practices.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Feb 5 24 I purchased an Infiniti QX60. within 5 day I replaced the front brakes and rotors for ******. a day later the check engine light came on. I call the dealership and they said bring it to them. Today Feb 15 24 they called to meet me and told me to fix the truck its $5800.I already advised them that I didn't want it anymore. they were willingly to fix it but the finance company refused to processed with the loan. i asked for my down payment back they refused to give it back.

  Customer response

  03/06/2024

  I haven't heard from them since then. I have no feeling about doing business with them anymore.my next step is to go to court.

*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. ↩