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:09/01/2024

  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.

  After speaking with the General Manager at VA Car's , I thought he would be looking into the matter and would get back in touch with me but has not. All I know is that VA ************************ called ***** Brother's ********** requesting that they use the oxygen sensor parts that were installed by ******* Muffler Shop, and return the parts which they had ordered. That request was denied.

  Customer Answer

  Date: 09/19/2024

  This is confirmation that VA Cars, *** has NOT addressed or resolved my complaint to date.
  

  
  

• Initial Complaint

  Date:02/19/2024

  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 have been communicating with sales and the service department about an issue that started back in July of 2023. In the first 30 days from when I bought the car it was found the ** was not working properly and the driver side seat would not recline forward so it's leaning all the way back. Due to the service department being shorted staffed and a scheduling error on their end they had to get special approval from the general manager, ***** to proceed with the repairs. Their first attempt to fix the ** didn't work and they have continuously promised to find a seat to replace my broken one. They promised that at the time they found a seat they would make another attempt to fix the A/C. Since summer is coming back around I have asked them to escalate this issue. The two employees I was speaking with now no longer work for the company so I spoke with the general manager about a week ago. He told me he did not approve the repairs but that he would check with the old employees to see if this was promised to me. He said he would call me back the next day. It is now a week later and he is not answering my calls or returning my messages. Since this has been ongoing for almost 8 months I am seeking the help of the BBB prior to seeking legal counsel. If need be I can provide documentation of the continuous phone calls and the contract that promises to repair anything that is wrong with the car within 30 days of the purchase date.

  Business Response

  Date: 02/20/2024

   This customer has owned this car for over 8 months. Although we are sympathetic to her complaint, after 8 months of ownership we believe we have done our due diligence. We have tried to contact the previous employees in this matter; however, we have not reached them. There is no warranty on these items and experience tells us that when a customer has an issue, we hear about it very quickly.  The Customer stated she was promised a new seat at one point, that simply isn't true. There is nothing in our we owe or paperwork stating any issues with this vehicle or that Va Cars was responsible for fixing a seat or a/c after 8 months. We have no problem working with the customer and the shop to get a fair price on these repairs if needed. 

  Customer Answer

  Date: 02/26/2024

  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:10/12/2022

  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.

  December 2021, my daughter ************************* purchased a 2017 **** Explorer from VA Cars of Mechanicsville. It was co-signed by my husband *********************. Didnt know until my daughter went on to DMV to get new tags that were expiring at the end of September 2022, that the dealership had never registered her plates. I talked to a couple of consumer lawyers and they said they could be made to buy the vehicle back since they failed to register the vehicle within 90 days? Come to find out they the plates on the Explorer were registered to the Fusion they sold to her 3 months prior that was a lemon. We have since learned that VA Cars in Mechanicsville was shut down due to embezzlement, and we cant figure out where her $2500 down payment went. We contacted VA Cars of Midlothian and they want to just put new plates on the vehicle and wont work with us on buying the vehicle back. At this point we have lost trust in them doing anything they are supposed to do. VA Cars also had no paper copy of any of my daughters paperwork/contract, except for the copies that my daughter gave to them.

  Business Response

  Date: 10/20/2022

  **************** is correct in saying the VA Cars ****************** misplaced the deal paperwork for her purchase, but is mistaken about the store being closed for embezzlement. The lease on the property was not able to be renewed and we decided to close the company. It was opening and functioning at the time of her paurchase and down payment. The $2500 she put down is recorded in our system and on the deal paperwork as being paid. It is in no way lost. The bank holding the lien on her vehicle did receive the documents and the contract on the Explorer is valid. We also gave **************** DMV documents to fill out and bring back to us so that her registration could be renewed. We were told at that time that her cosigner had *****, that she would take the paper to him and return it the next business day (Tuesday). We also spoke with *************** and her mother on that day about trading in the Explorer for something smaller, better on gas. Unfortunately, ******************** credit and income did not support a car purchase at that time. **************** and her mother then left the dealership and we have not been able to get in touch with them since then. 

  Customer Answer

  Date: 10/20/2022

  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.
  
  [My husband and daughter have retained a lawyer to help with VA Cars buying back the For Explorer since they went well past 90 days, 10 months with no tags registered to the vehicle.]
  
  Regards,
  
  *******************
  
  
  
  
  

• Initial Complaint

  Date:05/24/2022

  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.

  I took my car into VA CARS on April 27th for a State Inspection. It did not pass. The manager said I needed a part for my rear tail light and windshield wipers. They replaced the wipers put a rejection sticker on it and said it would be 2-5 days for the part for my rear taillight. I had not heard a word from the as of May 9th so I called. They had no record of what was wrong with my car, why it failed inspection NOTHING!! The Manager and the Tech who dealt with my car were no longer working there and the new Service Manager **** was out with COVID. So I was stuck with my car running out of the grace ****** on my rejection sticker and no one knew what was wrong with my car. I was LIVID!! I was told I may even have to bring it back over there for them to see why it actually failed inspection. I told ***** the person on the phone I was not paying for this! All of this mess should be on their dime because it was VERY poor business. The dealer manager also named **** called and left a message saying she thought she knew what to order and that the part should be in on Saturday May 14th and someone should be calling me Monday the 16th to schedule an appointment. She also stated I would have to pay the labor but not for the part. I tried 3 times to return her phone call and to this day she has not called me back. Monday the 16th came and went with no phone call about the part for my car. I finally called on Wednesday the 19th and was very upset. I was upset because they do NOT COMMUNICATE!! I told **** the service manager that I did not feel at this point I should have to pay anything. If they have to pay their employees labor, that is not my problem after everything I have been put through dealing with them. My husband went today, we had a 9 O'Clock appointment and he was told we would have to wait 2 hours. Thankfully he didn't have to wait that long but they made him pay the $52.50 for labor which I want refunded!!

  Business Response

  Date: 06/29/2022

  We apologize that our manager got covid and it caused a delay. For the inconvenience we paid for the part. We did call when the part came in and repaired in a timely manner.