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:02/24/2025

  Type:Sales and Advertising 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 2020 car from Auto Direct for $15,000, thinking I was getting a great deal because of the low mileage. Turns out, that wasn't quite the whole story.The big problem? I just found out the car had a salvage title, which they didn't tell me about when I bought it. That's against the law in ********, right? I only discovered this when I tried to refinance the loan months later to get a lower monthly payment (that $450 is a killer!). The salesperson said refinancing would be easy, but the salvage title completely blocked that. I'm feeling pretty frustrated and let ******* make matters worse, the car started having mechanical problems almost immediately the check engine light has been on pretty much constantly for the past year!Honestly, this whole thing feels like I was misled. I've done some digging, and it seems I'm not the only one who's had a bad experience with this dealership. That's pretty concerning.Because of the hidden salvage title and all the mechanical issues, I think there's been some serious misrepresentation here. According to ********** lemon law, consumers are protected from significant defects that affect the use, value, or safety of their vehicle. Considering my circumstances, I believe this situation may warrant a claim under that law. I'm also going to consult with ************************************* and the ************************* about this.I really hope you'll look into their sales practices and make sure this doesn't happen to anyone else.

  Business Response

  Date: 03/04/2025

  Can I please get the make and vin of the car to locate the account

   

  Thank you

  Business Response

  Date: 03/17/2025

  Hello, I was able to find this account. The account was under husbands name first. 
  
   
  
  See attached, copy of title which is not salvage and carfax history showing moderate damage to vehicle. 
  
   
  
  Thank you,
  
   
  
  ****** ******* | Autos Direct

• Initial Complaint

  Date:01/09/2025

  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.

  This occurred July 31, 2024. I paid a down payment of $4,400.00 I gave the Down payment for a car that I found had defect in the engine (metal particles in the oil) I let them know on August 19th, and they gave me an appointment at the dealer to have the vehicle inspected until the 29th and it has been there since that day. I returned it to the dealership, hoping they would offer me another vehicle, which they never did and kept my down payment. I want my down payment back! They never contacted me to give me a different vehicle option or an agreement to terminate my contract. I had to call the finance company to cancel my contract, since the dealer had the vehicle in his possession. In addition to all this, I want to say that the dealer never gave me a copy of the documents that I signed there, that is, the contract, and there was a difference between the amount to be paid in the contract that I signed and the one that the financial institution sent me as well as the name of the seller, I was attended by a ****************** # cell ************ and in the financial contract the name of ****** ******** appears. I don't understand why that could happen. On many occasions I have called to contact the manager, and it has never been possible, I have left messages for him to call me when he has time, and they have not returned my call either. I would like to thank you in advance for your attention to my complaint, as I am a middle-class person and I don't have enough money to lose it in this way, in a bad deal. I don't think it's fair. All I wanted was a car for my family.

  Business Response

  Date: 01/21/2025

  Customer signed a legal contract, there was no return policy with any refund unless agreed by management. And in this case there were no agreements. The car had no issues but customers dropped this on our lot. We decided to payoff the car with the  financial institute an get customers off  the loan however customer does not get the down payment back as we never agreed to a return and refund. But the loan has been paid off and customer's are no longer liable for the loan.

  Thank you

• Initial Complaint

  Date:10/18/2024

  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 bought a Maserati Ghibli from auto direct on 5/1/24 NO WARRANTY I was told I had a 30 day warranty but that was not to be true the car has catastrophic engine failure, when I bought the car it was at ****** the car died at ****** only ***** miles was put on the engine and its blown all within 30 days they are willing to fix my back up camera but not my engine . I've called several times talked to the service manager once and he said if the car goes pass 500 miles its a good engine I had a tear down performed on the engine and the bearing were bad which caused failure this was over a long period of time I was told that by ************** and they said it was heavy metal in the engine and the car is a lemon and to contact the dealer I purchased the car from.

  Business Response

  Date: 10/29/2024

  The vehicle passed a state inspection and the carfax history is clean with only minor accidents reported. Shall there have been a metal object in the engine, customer would've not been able to drive the car for 1200 miles. Customer was also offered a warranty however he declined that. Unfortunately at this time, we can not offer customer any refunds. 

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair 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.

  Purchased a usedvehicle August 6, 2024. After which vehicle was in possession of dealership for almost month. Due to repairs needed. Within a couple days of retrieving car back. The first car note was due. Being that car is being registered in different state. State inspection is required. Upon findings if inspection, the far failed for 2 safety issues. 1. Bad/damaged Serpentine Belt 2. Cracked wheel which had already been welded. After, containing dealership requesting money prior to repairs. Which, vehicle should have never received a passing VA inspection sticker with these issues. So an unsafe vehicle was sold. Have reached out to general manager the phone and email and no response. Only communication received is with Service Manager. Resolution is 1. Repair vehicle 2. Reimbursement for out of pocket/loss wages ( tow fees, flat tire no wheel lock had to get assistance to remove and 3.5 hours loss wages due to unable to remove flat tire).

  Business Response

  Date: 09/18/2024

  The store manager is trying to get hold of the customer. Customer can call ************ and ask for ****** or email to *********************************** to go over everything. 

   

   

   

   

   

  Customer Answer

  Date: 09/19/2024

  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,
  
  ******** *****
  Per busy reply the made mention they tried making attempts to contact. Business has contacted once which was the same day as  they made response to claim. The service manager however, has been trying to play middle man in situation. Unfortunately,  he's unable to make serious decisions. However, do to my employer in public transportation, I'm unable to take calls while operating. I have informed business that maybe easier to communication through email. So we will not constantly play phone tag. Because every attempt I have made to contact Manager ******. He never answers, don't return calls, doesn't reply to emails, etc. I have even spoken with receptionist ******* and left multiple messages with her to relay to manager. Still no response. 

  Business Response

  Date: 09/26/2024

  We can schedule for the customer to come for us to do the repairs discussed with our Service Manager. We need the tire information to order that and once all parts are in, she can come and everything will be fixed within 2 hours. 

  If she can't talk on the phone, then she needs to communicate through email to get this expedited. She can email ****************************

  Customer Answer

  Date: 10/04/2024

  My previous complaint #********, is supposedly being closed being response was not given in 8 days. Dealing with a death. However, attached is screenshot of previous complaint and proof. I have emailed, called and spoke with service manager (only person that replies and shows concern). Through all communication avenues, I have given email address to communicate. No one has reached out or responded, for that matter. I'm not familiar with employee Ms. ******* However, she was last person to respond to complaint. After reviewing her reply. I did forward all email correspondence that no one took the time to reply to. I can't emphasize enough that service manager. Has tried to keep piece reaching out, responding to texts and supposedly relaying messages. I was informed last week to forward car wheel information, so can be ordered. However, repairs is only half the issue. Mention of Promissory NOTE, has been brought up. One fees that are to be reimbursement, should be deducted from total. And repairs completed, car should've never been sold with the safety issues it had. After reviewing VA Inspection guidelines, as well as speaking with inspection facility. Vehicle should've never passed inspection.

  Business Response

  Date: 10/04/2024

  I have emailed Ms. ***** to call my direct line, see attached

   

  Business Response

  Date: 10/07/2024

  Hello, see attached for *****. We also honored the reimbursement she asked for also.
  
   
  Thank you,
  
  
  Sophie ************************************************* as we just discussed over the phone
  you are scheduled to come in this Thursday Oct 10 at
  10am to our Fredericksburg store for the repairs we
  agreed.
  We will issue another set of temp tags so you have
  enough time to get the Maryland Inspection and go MVA
  to get the hard plates. Your car is already titled in
  ********. I have advised our service **** to put gas
  and detail your car once the repair is made on
  Thursday. Please keep in mind the service might take
  up to 4 hours. I do apologize for the inconvenience
  but hoping to get everything resolved. You do have my
  direct #, shall you need anything else. 
  Thank you, 
  ****** *******

  Customer Answer

  Date: 10/07/2024

  [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,
  
  ******** *****
  
  
  
  

• Initial Complaint

  Date:08/14/2024

  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 purchased a 2020 ***** Passport back in early May. I took a cashiers check for the full price plus the $2K processing fee. Before I left the dealership I asked about the second key and floor mats that were advertised with the car. I sent a text message a couple days later because the floor mat pictures were removed and I expressed I still want my mats. I want the key but the car came from the sister dealership in ******* so I understand if they didn't get the second key. Recently, I took it to the ***** dealer because it has cut off on me three times just sitting at stop lights. Colonial ***** tells me the transmission light had been on when they complete a diagnostic reading among a couple other things. No explanation for the cut offs. I reached out to the dealer about 25- 30 days ago. They said there is no sales manager and they will order my mats...still no mats. I paid $24, 905 for this car on the day I purchased it. I want the mats they promised me. I'd like the first key, the one I have is key 2. Not to mention they kept my drivers license. So they have the other key to my car and my address. I do have the text messages but the image won't upload.

  Business Response

  Date: 08/15/2024

  Hello, see attached another set of key or mats were never promised to the customer.  See attached also, where customer can purchase car mat at under $100. We can reimburse $200 toward this and keys. We did not keep her driver license otherwise we would've mailed it back to her by now if she mistakenly left it at the store. 

  If she accepts the $200, please advise so we can send this out to her. 

   

  Thank you,

   

  Customer Answer

  Date: 08/27/2024

  I apologize for not responding timely. I do have text messages back and forth that state they would send me the mats. The car was being detailed when I arrived. I had already test drove another vehicle exactly like it a few weeks before so once I arrived they decided to clean it. I signed the paperwork before I saw there was no mats in the trunk as the advertisement showed. I then asked before I left and have called and texted several times to get the mats. I also have the message where I asked about the keys and I was told verbally they would check with the Manassas dealer.

  Customer Answer

  Date: 08/28/2024

  I will accept the $200. Please mail it to me. 

  Business Response

  Date: 09/30/2024

  Hello, sorry somehow we missed  this respond back with Ms. ******** agreeing to our settlement. Attached is a copy of the check and ****** this is going out via ***** overnight. She will have this tomorrow

  Thank you

  Customer Answer

  Date: 10/03/2024

  Good morning,

  
  

  I received another message stating the check was sent via fed ex on 9/30 and I still have not received the check.

  
  

  **** Campbell 

  
  
  
  
  

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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 May of 2024, we purchased a 2022 ****** Corolla from Autos Direct. Using a loan from USAA, we purchased the vehicle. However, when USAA attempted to send funding, the deposit was rejected due to fraud in Autos Direct account. **** has tried to work with the dealership to resolve this issue. However, the dealership is unresponsive. Now, my daughter is driving a vehicle with no registration because Autos Direct refuses to correct the loan deposit process on their end. Throughout the process, Autos Direct has been untrustworthy and attempted to mislead us and USAA on where and to who the deposit should be sent. Since making them aware of the tracer numbers and attempts to deposit the loan amount, Autos Direct avoids our calls.

  Business Response

  Date: 08/09/2024

  We do not have the funds from his bank. If USAA wired the funds and didn't reach our account, then they were definitely returned back to ****. Customer has to contact his bank to resolve this issue.  They have been driving a vehicle that hasn't been paid for 2 months now. We can not register customer's tags until we have funds from him. However they do have a valid temporary plate to drive in meanwhile. 

   

  Customer Answer

  Date: 08/15/2024

  [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,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  6/17. No monies were paid. The dealer represented themselves as a dealer of the lender's financial institution on the website. Business: Auto Direct of Fredericksburg (ADOF). The business defrauded consumers by running my credit with a known finance agency that would not be approved, in the hopes of qualifying for a higher commission structure from other financial agents.I called (ADOF) once I had a pre-approved auto loan through a sub-prime lender of ************ The dealer committed to running a direct lender application with my specific lender ***************** Solution (GFS)) for the car purchase. The sales agent was advised ahead of the signed application to only run my credit with my preapproved lender due to my poor credit and he assured me that it would not be a problem since I had a pre-approval and they work with GFS directly. I signed an online document for authorization to provide written consent to have ADOF run credit with my private lender GFS. The authorization portion of the form included a Privacy Policy and an Electronic Signature Disclosure which references pulling information from personal credit records and subjecting the preapproval to review and acceptance of credit information, that is all.The dealer ran my credit through other agencies and never contacted my lender. When I contacted the sales rep he explained that I was not approved by my lender (GFS) so they chose to run credit with others. I contacted GFS and found out he was untruthful. The representative of GFS stated they did not receive a request from ADOF or any dealer.6/18. I requested to speak to financing. He then forwarded me to the finance department which never returned my calls or email. On 6.19.2024 I purchased a car in ******** financed by GFS.The dealer needs to contact Transunion, ******************* to remove the unauthorized inquiries from my credit report. The creditors are ****************** (Finance) 06.17.2024 and 700CR/Auto Direct OFFR (Auto) 6.17.2024.

  Business Response

  Date: 07/12/2024

  Hello, see attached customer did a credit application online authorizing us to pull her credit, there is no information to pull her credit only what the lender she prefers. I can certainly provide a letter for her to contact the bureaus and get the inquiry possibility removed but customer would need to follow through this on her own as we didn't do anything with her constent. 

• Initial Complaint

  Date:05/27/2024

  Type:Sales and Advertising 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 wa online looking for a truck I found on there website a truck that I was interested in. I proceed to get a pre approval from my bank after I confirm that the truck was available. I was given an credit app from auto direct and was told that I need to fill it out. I explained that I was pre approved do not run my credit. After waiting 3 hours I received a call about the truck they proceed to run my credit anyway and also that the truck was never at the dealership.

  Business Response

  Date: 06/13/2024

  Hello,  a credit application was done online authorizing us to pull his credit. He might've communicated with a sales staff not to run his credit but the credit might've been run prior to his conversation with sales **** as the credit application are processed as  we get them online in our Finance Dept.  I would be more then happy to provide a letter stating his credit was accidently run and instruct how he can try to get the inquiry removed. He can email me directly ********************* But far as his concern with BBB we didn't do anything wrong as authorization was given to us. 

  Thank you

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair 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.

  January 29th we bought a car from this dealership. ***** was our sales person. We bought this car under the understanding that a couple of repairs would be made by the dealership. The deal was made and we left with the car that day. Everything seemed fine.Today is March 20th 2024 I've been told that the part was ordered wrong. I was told that the tech in the back needs to check shipping. I've been told by the manager of this office ******" was walking down himself to check what's going on here. Finally they stopped returning my text, emails and voice messages. I also sent a copy of the hand written note that ***** gave me at the time of purchase to the manager along with pictures of the damaged parts in question. They still will not respond. I've contacted a lawyer in Fredericksburg , Virginia to *** the dealership for damages incurred . I'm filing this complaint to protect any further fraud from happening!

  Business Response

  Date: 04/12/2024

  I contacted ******************** and waiting to talk him on the reimbursement he's requesting. He is asking for $437.22  in reimbursement and we've agreed to that. 

  Customer Answer

  Date: 04/17/2024

  [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 got a call from Autos . She left a message to call. So i did twice with no response! She sent me a text saying she would call me before 5:oo Tues this week. She never called. I texted her to ***** me the check, no response. This place is a nightmare! I sent legal notice through Certified mail. I will take legal action on the 22nd of April 2024.

   

  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution to be paid in full by April 22, ********************************* 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,
  
  **********************************

  as President of ************************
  
  
  

  
  

  Business Response

  Date: 04/19/2024

  I did call the customer few times also. I just need to clarify exactly what the customer wants. We received a letter from him stating he wants $437.22 but his concerns with BBB is a different amount. See attached, if he can just respond here, we can resolve the issue as we both been having a hard time reaching each other. Thank you

  Customer Answer

  Date: 04/23/2024

  [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,
  
  *******************************
  
  
  
  

  Business Response

  Date: 04/23/2024

  Hello, Attached is settlement agreement check made with the customer, tracking info attached also. I also text him copies of these too.
  
   
  
  Please review and let me know 
  
   
  
  Thank you,
  
   
  
  *************************** | Autos Direct

• Initial Complaint

  Date:02/05/2024

  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.

  January 24, ****, I authorized AUTOS DIRECT of ********************************* - Fredericksburg, ** ***** (phone: ************) to place a charge of $1,000. on my ********************** The $1,000. was to hold a vehicle for seven days, giving me time to make it to the dealership. The verbal agreement and my understanding were, that if I purchased the vehicle, the $1000. was to be used as down payment and if I did not purchase the vehicle, the $1000. would be refunded.January 26, ****, I was contacted by AUTOS DIRECT and was advised that the vehicle that I was interested in did not pass inspection and would not be available for sale. I was assured that the $1000. would be refunded.NOTES: There was no written agreement or contract. AUTOS DIRECT faulted on the agreement not I.As of today date Febuary 5, **** no refund has been received

  Business Response

  Date: 02/05/2024

  Hello the refund receipt attached. The request was made on Jan 25 and it takes about 10 days for the *************** to process any refunds. We will call the customer and let her know refund was issued

   

  Thank you

  Customer Answer

  Date: 02/06/2024

  [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,
  
  *************************