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:03/12/2025

  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 2017 **** escape SUV from AEG MOTORSPORTS in **************, ** with purchase mileage of roughly ******* miles. Paperwork was signed on the 5th of February. I (****** ******) paid $3000 as a down payment via cash app. I test drove the car. During test drive indicator saying needs and oil change came up on screen. This was brought to their attention. And During the test drive their was a unusual "beating" sound from under the car. Got back to dealership and told them about it. Myself and salesperson both looked under car it looked as if it was the undercarriage being loose beating under the car in the wind so that was zip tied by the sales person/receptionist. After that was done. I handed over my title and car. They forgot to do oil change so I said it's okay I will go do it myself. And the front end person (I don't remember his name. Their son. It's a family business) he said that they would reimburse me if i show them the receipt. So that was the plan. I went to drive to nearby Take 5 about 10 minutes up the road. The transmission malfunction indicator came on and a loud unsettling noise start to come from the engine. I pulled up into Take 5 they heard the noise looked under hood and said a valves was missing and something else they mentioned I don't remember exactly what that said at this moment. They would not do like change because of this because of liability concerns. They told me to take back to dealership and have them fix the issue. So I did. They ended up keeping the car there over night (3 nights to be exact) parts had to be ordered and installed. I called every number I had. At the time. Saturday the 8th I went to AEG Motorsports and they car was "done" . Home now. March 11. Pulled over by officer. Officer said your inspection sticker is out 07/24. Dealerships are not permitted to sale car w/o sticker i got inspection same day. Harrisonburg **** says major oil leak. Flammable. Lug nuts missing. Brake rotors out of spec. AC no good

  Business Response

  Date: 03/19/2025

  All mechanical issue can be fixed here at our cost. You also have a warranty which covers most mechanical issues. The Warranty is good to be used anywhere in the ***. Please call the front office we've been trying to get in contact with you for the last week.

   

   

   

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

  GSM

  **** A

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

   

  Customer Answer

  Date: 03/19/2025

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

  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,

   

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

   

   

  The repairs on this vehicle have already been paid for out of my pocket they keep saying warrant covers it IT DOES NOT !! I be told them this several times. I've spoken to the warranty people and to the guy in front office and told them the warranty people said they do not cover pre existing issues . they did not care to fix issue until I file a BBB complaint. And front desk guy kept hanging up when trying to explain situation. Also, from initial "fix" they didn't even fix it as the picture shows that the first dealership brought to my attention all EAG Motorsports did was GLUE or together to "fix" the issue. There's also a crack. Which is unacceptable and would not trust them to give a second chance to "fix" any issues with car. I want my money that went to repairing car and my down payment back and I will be on my way. 
  
  
  
  

  
  

• Initial Complaint

  Date:10/04/2024

  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 bought a 2012 **** a7 from elite auto group on the 31 of july the car started to overheat on the 19th of august I have the service record to show as well as the freeze frame data from the dealership I went to for service and it shows that the car failed inspection in July because of a fuel rail malfunction and they just cleared the codes theres no data of them fixing the issue they sold me the car knowing the issues and hid it from me I tried contacting the dealership but they never answer the phone or reply to messages I have a warranty on my *********** not honoring it Im very frustrated because the car is sitting and I cant reach the dealership to get any help fixing the car I looked at the lemon laws n this car is falling into that category please adress the situation

• Initial Complaint

  Date:08/04/2024

  Type:Sales and Advertising 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.

  Purchased a vehicle E350 ******************* over the phone they said no rust whatsoever got the vehicle Vehicle has rust all over it Frame is falling apart Salesperson told me there was no major rust under the vehicle. Received the vehicle And contacted them. They hung up on me.Refuse to take my calls.

• Initial Complaint

  Date:06/27/2024

  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.

  A person by the name of ************************** rear ended my vehicle on June 26, 2024. She had dealer tags on her car that were distributed by Elite Auto Group LLC. They also call themselves EAG. First, the # given for them is no longer active. I found a current # on the website for Elite Auto Group. The # is **********. I called this # this morning & spoke to "*****." He told me he would get the insurance info & call me back. He never did. I called the same # & was told no one by that name works there & that they aren't Elite Auto Group. I gave them the tag # of ***** and the car info - 2021 White **** Q3. They continue to tell me they are not Elite Auto Group, the phone # is not there, and they do not have information about the car. I need the insurance policy information from this seemingly bogus company & for others to be aware that they are providing dealer tags to people them seem to not keep track of.

  Customer Answer

  Date: 07/15/2024

  Thank you for following up on this. I have received zero communication from Elite Auto Group and my insurance company has not been able to reach them either.

• Initial Complaint

  Date:06/13/2024

  Type:Delivery 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 van from Elite on April 06 2024. I paid them $13,000 which included a fee to process and give me a title and tags for the van. I have called them and drove back to the dealership multiple times to get my tags and title. It has been over two months now, and they still haven't given them to me. They tell me they can't find the title, and come back the next week....which I have done at least twice now.

  Business Response

  Date: 06/13/2024

  HI

  the customer was just here , we re-signed the deal and gave her new 30 days tags and her papers are at the dmv  .. don't kno why she called BBB , but if see the bill of sale , you will see the new date  .. makes no sense   we re-signed her cause we changed name of the dealership under new management .. as you can see on the bill of sale .. new name .. we are getting her tags by tuesday 

• Initial Complaint

  Date:05/15/2024

  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.

  I purchased a vehicle my Elite Auto Group, when i test drove the vehicle i asked my sale lady why was the vehicle stalling when you press on the gas, she told me that it was not a big deal, the dealership would change the rollers and brakes on the vehicle which would make it drive better, well that was a lie, the second time driving the vehicle it was still doing the same thing, i was informed by my sell lady that the problem would be fixed before i was to drive the vehicle of the Lot of the dealership, well guess what , i had to take the vehicle back to the dealership left the vehicle with them and told them that i do not want the vehicle, so here we are almost a month later i still do not have a answer from the dealership, i still dont have my down payment back, the dealership is ignoring my phone calls, I cant get no one to call me back about the sale of the vehicle, My sales person no longer works at the dealership, I financed the vehicle. I still have to pay the loan on the vehicle. And i have no answer, I was told i brought the vehicle as is, So, where is the paperwork?Because when I left the dealership, I did not have paperwork stating that I brought the vehicle as is. I only remember signing the loan agreement,, the manager was supposed to email me the paperwork, and a week later still no email I really need help on what i should do , because I am not being treated fairly on the deal with this vehicle. I need the vehicle to get to and from work, i have a bad hip and am getting a hip replacement on December on 2024, the dealership is holding me up from move ahead in my journey because i have to deal with the problem from these people whom are trying to get over on me, cant get a call back or update on the purchase, cant get no one to answer my calls.This has absolutely been the worst deal I have ever made with buying a vehicle, and i want answer and i would like them soon please Be aware or dealerships that do bad business, its a No No No for me Learn from your mistakes For me, this was a big mistake

• Initial Complaint

  Date:04/12/2024

  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 February 1, 2024 I went to look at the vehicle for the first time. I was told that it had really bad oil leaks and not to worry as the valve cover gasket and the oil pan gasket are being replaced soon. I was told that if I put a $200 refundable deposit down, that they would get to work on the car starting with the valve cover gasket and oil pan gasket, which I accepted. The sales person explained that they offer a service for about $1000 to recondition the vehicle. Meaning that the technicians would go through the car and recondition to ensure a good amount of time would pass before I would have to do any repairs on the vehicle other than the regular maintenance. On top of the listing price of $7800 and $699 dealer fees, I paid the extra $1000 for the reconditioning fee so I wouldnt have to worry about major repairs. However, Since purchasing the car for a total of $9500 on February 22, 2024 Ive had both coolant and oil leaks which were both things worked on the car as stated by the sales person. It took a total of $1600 to fix the coolant leaks and will take another $2300 to replace the oil pan gasket and oil filter housing gasket for the oil leaks to stop. I have no problem with paying for or replacing the oil filter housing gasket my self as this was never agreed upon between me and the sales person. However, I was specifically told that the oil pan gasket was supposed to be replaced before I purchased the car. When calling the sales person, he stated again that it was supposed to be replaced. When he found out it wasnt he started going back on his original word stating that he isnt a mechanic and doesnt know the names for everything that was meant to be replaced. This was my first experience buying a car from someone who isnt a family member and I feel So scammed and belittled by this business. They lied about parts that were supposed to be replaced that were never replaced and lied about the reconditioning as *** spent 40% of the price already

  Business Response

  Date: 05/07/2024

  We spoke to customer and we fixed his vehicle then called to tell us there are things he wanted to fix. We told him to come in and we can fix what he wants for *****. He said ok but never showed back up.

• Initial Complaint

  Date:03/06/2024

  Type:Delivery 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 March 4 2024 I wired ********* from my bank to Elite Auto group for the purpose of buying a used car from them. It was agreed that Elite Auto would deliver the car to me after receiving the money. Instead they kept making excuses why they couldn't deliver the car yet. Like reconditioning the car for me. Just to help me out, they said. When I insisted I needed the car immediately the salesman became hostile towards me and hung up. This would become a pattern with him. He hangs up on me or refuses to answer my calls. He also refuses to let me speak with a manager. As of yesterday he said he required paperwork to be signed before he would ship the car. Originally he told me I would sign the buyers agreement when the car arrived at my home. Now he wants me sign a delivery confirmation BEFORE he'll ship the car. I have signed no paperwork. I have told him I want to cancel the purchase and get refunded. He informed me they don't do that. I am a twenty year working college student. This would have been my first car. He was so nice in the beginning I foolishly believed everything he told me. So many things have turned out to be lies. His behavior has become hostile and extremely rude. I have asked for my money back repeatedly and he refuses, usually by hanging up on me. I have contacted several police agencies to get help in resolving this. Now I'm coming to you guys for any help you can provide.

  Business Response

  Date: 03/21/2024

  The consumer received a full refund two days later.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair 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.

  I financed a vehicle from this dealership in December 2023. The vehicle had a check engine and parking sensor issue the dealer made a commitment to remedy. As of March 1st the dealer still does not have an answer on when the vehicle will be ready each day it is a new excuse e.g. "new part will be in on monday", "Shop tech just has one more sensor to look at, should be ready by ____", or most recently "My finance manager is out sick" each time for some reason the sale is unable to be finalized. Currently playing the waiting game to see if he will honor his word and issue me a refund as promised without any hiccups. Or will i have to go through the court system.

  Customer Answer

  Date: 03/12/2024

  This has been resolved. 

  Customer Answer

  Date: 04/10/2024

  Dealer has been giving run around to replace an o2 sensor that went bad before the sale was ************* months ago in December. very unprofessional when contacted and confronted. would not recommend.

  Business Response

  Date: 05/06/2024

  This has been resolved.

  Customer Answer

  Date: 05/09/2024

  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.
  
  [ The owner declined to follow up with repairs as requested]
  
  Regards,
  
  ****************************