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Business Profile

Used Car Dealers

Grace Auto Sales and Service, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 2015 ****** RAV4 from Grace Auto ******** ** within the last 3 weeks. The *** that they sold me has multiple issues and has been worked on many times even before I purchased it. I noticed a lot of issues and brought it back in hopes of doing an exchange. Their attitude towards my complaints was very rude and they said they did not notice anything wrong majorly. Well there is. I noted that the brakes go to the floor and the mechanic there said that was perfectly normal. No its not. Further more, they offered to give me a loaner vehicle but only put a license plate on the back. I reside in VA. In the state of VA you have to have a tag on the rear and front. I have not had a graceful experience with Grace auto. I described this the best I can as I am on disability and am trying my best. Thank you Im advance,*******************************

    Business Response

    Date: 09/07/2023

    Grace Auto has been nothing but kind and accommodating. We are happy to serve you and only hope that you enjoy your purchase. Loaner cars are not a requirement in anyway. We offer loaner cars in service to our customers and we hope this helps in challenging situations. We do not currently charge a fee for this benefit. The customer has been bullying ********************** Auto staff being extremely rude, cursing, and demanding irregardless of our best attempts to calmly address their concerns. We continue to calmly respond and assist to the best of our ability. In the state of Virginia once you purchase a vehicle you immediately own it. There is no return or exchange policy. However Grace Auto continues service after the sale and we are happy to assist. We have duplicated an intermittent soft brake pedal issue. We have confirmed all four sets of brake pads and rotors are in near new condition. We are cleaning and greasing the brake caliper slider pins on all four. We have confirmed the alignment concern and the buzzing noise while driving. We have diagnosed the tires to be the concern. The tires are causing the alignment pulling and the buzzing noise due to cupping of the worn tires. Alignment, tires, and maintenance are not covered under any type of warranty or service contract. In service to our customer ********************** Auto is purchasing and installing four brand new tires and performing the maintenance on the brakes at no charge. Due to the bullying nature of this situation this is the final response from Grace Auto and the end of our dealings with this customer. We do wish them all the best and hope they enjoy their vehicle very much. The customer can have further maintenance and repairs done use their service contract at any other repair facility.

Grace Auto Sales and Service, Inc. is NOT a BBB Accredited Business.

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