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:08/25/2023

  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 ****** ***** 2011 model from this business on 10/10/2021 with which I bought gap insurance. After selling my car I requested maximum auto outlet to cancel gap insurance and refund me the remaining prorated amount to me. But they have been unresponsive to me since then. Request to cancel and refund was done on 07/26/2023. The same was confirmed with *******. When I called ******* they said that gap insurance was canceled and refund of dollar 343 and few cents were issued which will go to the dealer as they are point of sale. Since then I have been calling maximum auto outlet periodically but never get any satisfactory answer let alone the refund. It is causing me distress and distrust both. It looks like maximum auto outlet has no intention to refund my money. ************* number is *********. As per ******* they issued the refund on August 7 2023.

  Business Response

  Date: 09/08/2023

  Good Day,

  Not sure why this has been such a chaos.  The lender ******* FCU had requested the refund be sent directly to them.  See the attached letter.  The check was cut on 8/18/2023.

   

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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.

  I would appreciate the BBB's help in obtaining personal reimbursement for auto repairs I paid for, in order for a vehicle purchased from their business to pass MD vehicle inspection. The vehicle is a 2011 ***** *****. I have requested that Maximum Auto Outlet reimburse me in the amount of $691.00. I have repeatedly contacted the Sales Manager and sent multiple emails. He doesn’t return calls and he typically doesn’t respond to emails. The vehicle was purchased on May 18, 2023. I had repairs performed by *** – Laurel, MD and sent the failed inspection notice and the vehicle repair receipt to Maximum Auto Outlet. They have yet to respond. On multiple occasions, they have told me that they haven’t received my emails. I have then resent the emails. On Saturday, June 10, 2023, I spoke directly to the Sales Manager (****** *******) and re-sent all of the requested documentation to his individual company email address. He promised to follow-up with the vehicle inspection facility they use and said he'd get back to me. As of this writing, he has failed to follow up with me, respond to emails, or return phone calls. My perspective: I was assured that the vehicle had passed a VA inspection. When I looked at the VA inspection checklist, the items that failed MD inspection were on the VA inspection list. While I am aware that they sell pre-owned vehicles “as is,” it is false and misleading, in my opinion, that they would sell a vehicle that supposedly passed a VA inspection that can’t pass a MD inspection of the same items. The MD inspection station advised me that one of the failures was dangerous (cracked rear bushing joints and arms) and, if not fixed, could cause the driver of the vehicle to lose the ability to control the steering and direction of the vehicle. The vehicle was purchased for my 21-year-old son and I was not going to allow him to drive a vehicle that was unsafe. In late June, I requested a copy of the VA inspection report (i.e., the "Passed Inspection" report/certificate) and again received no response of any kind from *** *******. If my case is one that you will consider investigating, I will be happy to provide copies of my email correspondence with Maximum Auto Outlet, repair receipts, and copies of documents detailing the inspection failure items.

  Business Response

  Date: 09/08/2023

  Good day,

  I apologize for the back and forth, ****** was out due to family illnesses and is no longer with the company.  While most states have safety inspections, not all are the same, nor do they use the same specifications; for example brakes.  We use a third party that has no relation to this or any inspection station we use, this means we have Zero influence on the test results.  

  That being said, I am willing to offer a one-time  payment of $200 as a gesture of Goodwill.  I have requested the formal inspection report, which should have also been in the glove box.  I am not sure how long it will take to get a copy, but the customer can request a copy from the state police using the number on the window sticker.

  Please let me know how they would like to proceed.

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will accept the $200 payment as a "good faith" gesture ****** to me: *******************************  For the record, a copy of the VA inspection report was not in the car's glove box, at purchase, which is why I requested a copy in one of my several unanswered emails to Maximum Auto Outlet. If Maximum Auto Outlet is not able to provide me with a copy, I will attempt to obtain one from the VA State Police as they have suggested.
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 10/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  --------- Forwarded message ---------
  From: *** ***** <***********@***.com>
  Date: Wed, Oct 4, 2023 at 11:59 AM
  Subject: Follow-up on Claim #********
  To: [email protected] <[email protected]>
  Cc: ******** ***** <***********@***.com>
  
  

  Dear BBB - I'm checking in to find out what my next steps should be given that I have not heard anything further from Maximum Auto Outlet?  They offered to pay me $200, in response to my complaint, but I have not received that payment or any further correspondence from them or BBB since 9/18/23, regarding my claim.  What recourse do I have at this point in time?  See complaint details below.  Thank you for your valuable assistance thus far!

  
  

  Sincerely,

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

  
  Regards,
  
  ******** ***** 
  

  Business Response

  Date: 10/06/2023

  I just reviewed the responses and did not see the last e-mail.  May have possibly been deleted by the brilliant e-mail services run by A.I.   We can only make a check # **** out to the individual (s) on the bill of sale.  I have issued a check, made payable to the purchaser ******* ** *****, it will be mailed to the **** ****** ****** ***** address we have on file today.  The copy of the check is attached.

  Customer Answer

  Date: 10/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because Maximum Auto Outlet has made a tremendous error!  The bill of sale for the 2011 ***** ***** Ex-*, ********************, Black, 4-Door Sport Utility, AWD, that was purchased on 5-18-23 should accurately reflect the purchaser as me, ******** ** ***** (and possibly my son ***** ** *****).  No one named ******* ***** from Vienna, VA was associated in any way with the vehicle that was the subject of my complaint. Maximum Auto Outlet identified the wrong purchaser and sent MY $200 payment to the wrong person!

  I respectfully request that this error be rectified by Maximum Auto Outlet immediately.  This matter is still not resolved and has been handled in an unsatisfactory, unprofessional manner by Maximum Auto Outlet, in my opinion.  I am still owed the $200 that Maximum Auto Outlet offered to pay me as a Good Faith gesture.

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

  Customer Answer

  Date: 10/13/2023

  Complaint #********

  Dear BBB - this message is sent as follow-up to my rejection of Maximum Auto Outlet's response, regarding resolution of my complaint. As noted in my rejection response on 10-12-23, MAO sent a $200 check (i.e., Full/Final Goodwill BBB Settlement) to a ******* ******* *****.  I don't know who that person is and he has nothing to do with my claim, regarding the purchase of a 2011 ***** ***** from MAO.  As added evidence, I have attached a copy of the MAO Buyer's Order with my name clearly listed, as the vehicle Purchaser, along with my son's name - ***** ****** *****.  As you and MAO can see, there is no one named ******* ***** associated with this purchase and I don't how/why they made the mistake of sending the "goodwill" payment of $200 to *** ******* *****.  My name and address are a part of my BBB complaint so, once again, I don't understand how/why MAO made this error.  I will consider this matter completely resolved, when I receive the $200 "goodwill" check made payable to me (******** *****) at ***** ******** *****, Laurel, MD *****.  Thank you!

  Business Response

  Date: 10/31/2023

  This was a clerical error, we had 2 customers with the same last name.  Please have *** ***** send the check back to us and we will reissue a replacement check in her name immediately.  Apologies.  

  As an option, she can arrange to come by the dealership and swap out checks.  Please let me know which direction she would like to proceed.

  Business Response

  Date: 10/31/2023

  Date Sent: 10/31/2023 2:17:40 PM
  This was a clerical error, we had 2 customers with the same last name.  Please have *** ***** send the check back to us and we will reissue a replacement check in her name immediately.  Apologies.  
  
  As an option, she can arrange to come by the dealership and swap out checks.  Please let me know which direction she would like to proceed.

  Customer Answer

  Date: 11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I did not receive the $200 check previously sent by Maximum Auto Outlet and, therefore, I don't have the check in my possession to return as they have requested.  The check was sent in error to a ******* ***** at an address in Virginia.  I don't know ******* *****, have no relationship to ******* *****, and do not live at the Virginia address to which the check was originally sent, in error. I request that Maximum Auto Outlet please issue the $200 Goodwill payment to me, regardless of the status of the check sent to ******* *****.  I am not responsible for that error and should not be penalized for the error.  The check should be issued as payable to me, ******** *****, at ***** ******** *****, Laurel, MD *****.  Thank you very much!  
  
  Regards,
  
  ******** *****
  

  Business Response

  Date: 11/07/2023

  Thank you for the clarification and details. We will get a replacement check sent out this week.

  Business Response

  Date: 11/07/2023

  Attached is the check being sent out today.

  Customer Answer

  Date: 11/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:01/22/2023

  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.

  I purchased a 2016 *** from this dealership 10/21/2022 and three months later I still have no title. ************* will not answer phone calls or return any. ***** and ****** are the interference guys and continue to send me on a wild goose chase. They are "recycling" the title which means BREECH of CONTRACT. This was not a clean title as advertised. Do Not Give them any money until you SEE the title in hand. They buy stolen vehicles and insurance rejects and sell them as legit. (recycled was their description)

  Customer Answer

  Date: 01/27/2023

  ---------- Forwarded message ---------
  From: *********************** <************************>
  Date: Thu, Jan 26, 2023 at 11:50 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  Issue has been resolved

• Initial Complaint

  Date:11/23/2022

  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 purchase a car from them nov 1st its only been 3 weeks and the transmission is gone I have proof that car is a lemon and they are refusing to take the car under state law if you can prove they lied about the which they did and if its under the 30 days mark they have to take the car back but they are not to do anything about it plus they are getting inspection passed on faulty cars I have called them several times to inform them something was wrong well now I have the proof I got the car look led by Infiniti and the transmission is gone also part of engine is in the transmission

  Business Response

  Date: 01/05/2023

  Covid has left us severely understaffed resulting in delayed responses.   There is no lemon law on used car sales.  The ******** dealer ************ took the vehicle to tried to take advantage of him by not completing legitimate work covered by ******** under it's extended warranty.  We verified this with our local dealership and even offered ************ to tow the truck to **************** with the condition that the Check engine light was on.  All of this was relayed by a phone call to ************ in December.

   

• Initial Complaint

  Date:11/08/2022

  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.

  On 9/30 I purchased a 2004 ******** **** from Maximum. I had the car shipped to my home in NH and at the time when the car arrived I only received the temporary registration. I was advised that the Title and the legal paperwork would be sent to be via mail ASAP and that they do not include documents in cars when transporting them (JJ Sales associate advised me of this over the phone). My Temp plates expired on 11/3 and I still don't have a title. I have called 4 times and have gotten zero responses. I have also reached out to the sales team who sends me to the title and plate group and I keep getting a voice mail with no response. At this point i either Want my money back Want the title and paperwork sent to me ASAP I cannot use the car at the moment, technically I don't own it because I don't have the title. Thank you for your time.

  Business Response

  Date: 11/16/2022

  First, apologies for any delays on our part but Covid has left us understaffed.
  
  It is indeed correct that we do not send title docs inside a transported car.  Since the vehicle is being registered by the customer we have the title transferred into the dealerships name first and then reassign to the buyer.  This step takes additional time.  The title was ordered from the Virginia DMV on 10/05/2022.  The delay has been on the Virginia DMV work processing center.   We have contacted them several times and have yet to receive the title.  I am escalating this within the Virginia DMV and am hopeful to have this resolved within the next 2 weeks.
  
  As for ownership, the Bill of Sale and additional sale documents guarantee ownership to *** ********.  This is not a private party sale, we are a licensed dealership.
  
  Our only title clerk was ill for two weeks during which time the customers temporary tags expired. We normally have additional temporary tags sent prior to the initial ones expiring.  We have issued a second temporary tag which was delivered via ***** on 11/14/2022, tracking id ************. 

• Initial Complaint

  Date:10/26/2022

  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 2011 ******** **** from this dealer on Sept 15th 2022. As soon as i bought the car i went home and the car would not turn off. I contacted them and told them the issue i'm having and they told me to they had no idea of this problem. i drove to the ****** dealership and they advised me to go back home and disconnect the battery and turn the car off that way. the next day i went back to the dealer and was there for about 3 hours for them to fix the issue. they claimed they fixed everything. two weeks later the problem came back again, i went to the dealer and requested that i get a new vehicle and they said no and they would fix the problem once again. once i picked the vehicle up i drove off the lot to the gas station and then the car would not turn on.

  Business Response

  Date: 11/07/2022

  We have reviewed the file and the issue with the car was addressed by the dealership as a Goodwill offering since no extended service contract was purchased.  There is no warranty or guarantee on used vehicles.  It was purchased As-Is.  The second time the vehicle as brought back, the manager offered to refer the customer to a repair shop since we don't have the capacity to handle customer repairs in a timely manner.  There is nothing more we can do with this issue other than offer to trade the customer out of the vehicle and the now market value.  If this is of interest have the customer reach out to us.

   

• Initial Complaint

  Date:08/09/2022

  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.

  The transaction took place at the end of April 2022.We put down $1,500 on a van and took out a loan for $16,000 Maximum Auto Outlet did not offer us a warranty and they did not complete a safety inspection on the van. The van began to have a powertrain malfunction and was diagnosed with a failed transmission. We notified Maximum Auto Outlet and requested some assistance to fix the vehicle or to trade it in but they have been unwilling to return our phone calls.

  Business Response

  Date: 09/10/2022

  Dear Dispute Resolution Team:
  ************ alleges she was not offered an extended service contract nor was the vehicle safety inspected.  The attached documents will show the vehicle is sold As-Is with no warranties and a service contract was offered and declined.  Further, the vehicle was safety inspected on March 8, 2022 as shown on the ****** Report.
  
  I have spoken to ************ and offered to trade the vehicle.  If they would like to continue the conversation please have them contract me at the dealership.
  
  Regards,
  Mario G******

• Initial Complaint

  Date:07/23/2022

  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.

  Worst dealership i've ever been to. Ran our credit and sat there for 3 hours claiming the bank had not gotten back to them. Asked them to reach out to the bank, they refused. We already had approval with another bank when I called on 7/22/2022 they refused to give bill of sale to proceed with purchase. We asked to get everything done ahead of coming into the dealer as to not waste our time and they refused, "in case we didn't like the car". Low balled the trade in, we stated ww had a higher quote written and they refused to match it. Drove 2 and half hours on July 23, 2022 and half a tank of gas with nothing to show but a half hearted apology and ridiculous excuses. If anyone goes here expect to waste your day and get ripped off.