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:06/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  April 20th 2024 Purchased a truck paperwork took 4 hours and finished at closing time and when driving home I did not make it even 20 miles and the truck broke down. Had it towed to the dealership the 22nd and the dealership did not inform me they have their own tow truck, was not reimbursed. Communication has been beyond difficult with the dealership and they do not reply I filed a complaint with the Virginia dealership board in may and the Board Informed me that the dealership would contact me before the end of May 11th and they never reached out to me.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 brought a car from this business in the paperwork it said I put $1500 down and I contacted the dealership about my payment and she said yes you can have one more week so then Im at work with my disabled client next thing I know its some man taking my truck didnt identify himself or anything so I called the police thinking Ive been robbed he refused to give my money back *** the general manager told me something about fraud but then the regional manager very rude said you are not getting your money back and they are trying to get me to now bring a co-signer and get a vehicle when I didnt need one in the beginning now Im out of money and my truck that I had almost one month and if they didnt have things set up with the bank I shouldnt of pulled off the lot its clear they did some fraud things and now will not give me my money back and Im missing time at work and everything he was very mean to me his name is ******* the regional manager and he didnt want to give me my stuff until I called *********************************************************************************************************************************************************************** no paperwork at all trying to say I defaulted the loan but the paperwork say $1500 down so if thats what they told the bank then thats on them and I should get an refund like the paperwork say when they loan with the bank doesnt go though this isnt right at all and I deserved to have my money back I put gas ,money and time into that vehicle now Im without and missing appointments and everything and I had my disabled client with me and they left us without a car and nothing can happen isnt okay

  Customer Answer

  Date: 06/05/2024

  Good afternoon , 
  
  No capital motors has no contacted me at all I even tried reaching out it was no response they just took money and took the car and left me with nothing . Its so unprofessional and upsetting for my family especially my kids. 

• Initial Complaint

  Date:03/07/2024

  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.

  Bought a 2012 ***** Accord EXL on March 2, 2024 the engine overheated and blew up in the Dealership parking lot before we could drive off we never took possession of the car and dealer refused to give us a full refund. He only gave us $4000 back when I talk to a lawyer, the lawyer said he would have to charge me $5000 to take it to court. I also have video proof of the manager stating he seen the car engine. Go bad in the parking lot. We never got to leave.

  Business Response

  Date: 03/20/2024

  Tell us why here...On March 02, 2024 ************************************* and ********************************* purchased our ***** Accord 2012, The customer test drove and decided to purchase the vehicle with a discounted price. The customer was aware that this vehicle was sold to her AS-Is especially with a discount we provided for it to meet there budget. The customer was aware and also signed a AS-IS-No Warranty agreement. The customer was also fully aware that there was no refunds and all sales were final. The customer took the vehicle off our lot and returned later that day to complain about the vehicle. We understood the situation and decided to make an exception, with the customer and the dealership. The customer agreed to settle for a refund of $4000 dollars.  ************************************* and ********************************* had chance to drive, inspect, and make sure that this vehicle was meeting all of there expectations before purchasing this vehicle. Attached you will see the buyers order, the receipts showing the signature of the customer understanding its non refundable, with also refund check and settlement letter both parties agreed on.

  Business Response

  Date: 03/20/2024

  This part of our response to the *************************** case. Complaint ID ********
  
  I wasn't able to attach this to our response.
   
  
  --
  
  
  ********************;
  
  Capitol Motors LLC
  
  Office Number:*************
  
  Cell:*************
  
  Email:************************

  Customer Answer

  Date: 03/21/2024

  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 Answer

  Date: 03/21/2024

  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,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:02/17/2023

  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 2009 **** Flex, I could tell when test driving that it needed an alignment, which they said they would provide after purchase an another date since it was close to closing. They took the vehicle to get inspected as I refused to take it without a proper inspection. I was told that it had failed inspection for tires but they "fixed that issue". So I waited as it got "inspected". Thirty minutes later the Flex came back with a new inspection sticker. And I signed the papers and drove off.I took the car to PA for Thanksgiving and by the time I made the 300 mile trip, my tires were showing chords so badly I had to buy new tires ($420) for the front of my vehicle. While in PA I took it to get an alignment just to be told that it wasn't possible because the lower ball joint/control arm assembly needed to be replaced prior to the alignment being done. The place checking all of thus said it should have NEVER passed inspection and gave me a list of issues that needed to be fixed. I made my way back to VA, only to see that my brand new tires had chords showing once again. I bought new tires again ($180) for the front and the ball joint/control arm assemblies ($400). I replaced them myself and took it to get an alignment yet again. The place I took it to told me that I couldn't get it aligned without replacing the front strutts because they "have bottomed out" and also "you need rear brakes and your rear shocks are leaking". I asked how much he would charge to fix the issues and was quoted $1200. For the strutts and alignment. I then starting having a misfire in the engine, I replaced the coils and spark plugs as a shop ($459). And still have a misfire. And took it to get a code reading on the check engine light.

  Business Response

  Date: 02/24/2023

  Hello, 

  We apologize for any inconvenience to you, During our phone conversation in the beginning of December we had asked you to bring the vehicle to ** in order for us to take a look at the issues and both parties agreed to bring the vehicle on a saturday, but Mrs. ******** never showed up to the set appointment. There were 2 tires that were replaced at a third party company prior to delivery of vehicle. We advised Mrs. ******** that we would take a look at the vehicle all she needed to do was bring it in. 

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  My sales person ********* and the finance manager ********* did not disclose transparent important information pre-sale which in this case has affected me and the choices I have made purchasing this vehicle. The process of HOW they sold me a vehicle was I feel fraudulent. You cannot lie and or withhold information to gain advantages to sell a AS-IS vehicle in VA. When I first spoke with the sales person ******** he mentioned the vehicle is in very good condition and the convertible top is not working. He did mention the vehicle will be sold as-is but did tell me it has passed VA inspection and again is in good condition nothing else wrong. He also told me the car is clean car no accidents clean carfax no prior damage in (which I found out not the truth when I had the vehicle ******** Inspected). He painted the picture of a nice car at a market price. I trusted him. I arrived after driving the vehicle I found some safety issues. The tires were below spec and needed to be replaced because there were nails in the tire and had a tire pressure sensor problem. The brakes under spec, rotors worn unevenly and suspension alignment has a hard wobble. Long story short I had to tow vehicle home because the caliper smoked and wheel went flat and my wife was driving and almost hit another car too. The dealership said send us the bill and we will take a look and help you. I did and they delayed and still have not helped. The only reason I decided to purchase this vehicle because they said the fixed the vehicle before I left, it was not in any accidents or previous damage that would affect the value. They showed me clean bill and carfax. I did ask for the previous history and report when you all inspected and reconditioned vehicle. They did not show me that and said we do not have that. I thought it was ok based the fact they said fixed the issues so I continued to sign paperwork. No help from the dealership and said they will help and send me a check for tire and brake.

  Customer Answer

  Date: 09/13/2022

  The dealership lied to me about the condition of the vehicle.  They verbally said they would refund me 1new tire and turning of rotor and new brake.  I paid already and they said to send them the bill.  I have not heard back or received a check.  They also have said they would refund me my tag registration since I went to the *** myself and paid.  I have not received a check for that yet.

  Business Response

  Date: 10/05/2022

  Hello, we at Capitol Motors are as transparent as we can be. All of our vehicles are inspected by ******** State Inspectors ( license and regulated by VA ************* we fully disclose that we cannot guarantee any other state inspection. We fully disclosed that the vehicle ********************** purchased was not only an As-Is purchase but also that it had passed inspection prior to the sale. We, as a used car dealer, can only be aware of present issues or any service that was reported to the Carfax. The carfax report did not show any reported accidents or damage. It's hard to affirm what the sales person did or didn't said at the time of the conversation of the sale but base on all paperwork signed by the customer the vehicle was sold As-Is and he also was provided and signed a VA buyers guide form which is required by VA state law to help consumers be aware of any major defects that *** occur in a used vehicle. Also he informed to us that he was an experienced sales person in the automotive industry and that he was knowledgeable of all the paperwork. Base on all paperwork disclosed to ********************** and all his knowledge he still decided to move forward with the purchase. 

   

  We had recently dropped the price of the vehicle due to some issues, for example the convertible top was not working. ********************* was aware of the discount and it was fully disclosed. We offered him an extended warranty for any future mechanical issues and he declined. It seems as though he purchased an extended warranty from another company. However, extended warranties don't cover wear and tear items such as brake pads or tires.

   

  When he got back to his home or dealership that he worked at, he sent us an invoice done by his co-workers that portrayed an outrageous estimate for four brand new tires priced at over retail and a set of four brakes. When he sent us the failed inspection sheet it only failed for two tires and a set of two brakes. We tried to offer him to bring it back so we can get it diagnosed by our local auto service but unfortunately he refused and demanded for us to pay his shop.

   

  We know and we can definitely provide all documents to show there is nothing fraudulent about this sale, unfortunately when we can not come to an agreement with the customer because the vehicle was sold at a very discounted price,  Sometimes we run into upset customers but we are here to explain our side.

  We will be more than happy to get this vehicle diagnose in one of our local mechanic shops and come up with a solution to this problem. 

  Thank you 

  **********************;

  Capitol Motors, LLC

  ************

  Customer Answer

  Date: 10/05/2022

  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.]

   

  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 am not satisfied with this resolution. I also am not satisfied with Capital Motors or ****'s response to my complaint. 

  1.Lack of communication & length in time to first initially contact me has caused the option given to bring the vehicle back to Capital Motors service shop and resolve the issue is N/A ( I have already spent the funds to fix the issues in my complaint).

  2. Lack of concern from Capital Motors has caused this to escalate to this point.   

  Let it be known that it took **** over 45days to initially reach me by phone only.  The finance manager ********* even said the owner received my messages.  She mentioned **** got the messages.  ********* even told me they are busy and will get back to me.  She also told me she doesn't know why they will not call me back BUT she confirmed she talked with them about my complaints the day after I purchased the vehicle.

   

  The only resolution I will be satisfied with is to honor your word, refund me what we agreed too and we can close this matter.  Also not to delay consumer complaints that can be resolved with fairness and integrity.

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

  
  

  Customer Answer

  Date: 10/19/2022

  **** from the management department told me they will refund me for 1 tire out of the 4 I purchased and a particle refund of the brakes because of an complaint/issue that I had the first day I purchased the vehicle. Total $190 for the tire and $150 for brake. This was verbally agreed by **** in management department which he told me to send receipts to the finance manager. He told me he would take it to accounting and process a check for just 1 of the tires and partial of the brake total. **** did tell me he will cover not the whole thing but just the 1 tire and partial cost of brake out of the 4 I replaced. That is what we agreed on to resolve the issue. He has not returned my phone calls as promised and will not talk with me about his next steps and why I have not received as agreed refund. It has been months and I have been calling and been lied to.