Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car a couple months ago I purchased a warranty along with that used car for 90 days that covered the basics the motor, the transmission, etc. however it does not include an amount up to a certain amount it says covers those items that was not honored by this company, and nobody will seem to help me at the place they have provided horrible customer service and have literally hung up on me several times hoping I would go away. You see. my transmission fell out 30 days after purchase. I understand the used car but that’s what the warranty was for to cover the 90 days since it fell out after 30 days now I have to get a transmission. I have to get a shifter and a clutch because of the transmission they’re covering nothing but $2500 that is iffy as they have lied so much already but that amount is not what the Contract said!! I’m currently in process of consulting lawyers, I will hire me one before the week is up. I would rather blow my money on an attorney than to give them one dime after this ordeal I have been put through and I have been without a car now for almost 6 weeks. As I travel for my job, this is put me in a bind I can’t explain and This will be the six week With no remorse from these people at all no help no assistance. My car is still sitting at the place the second place I’ve had to send it because the first place would not deal anymore with them because they were that difficult to work with they won’t work with me or them anymore so 3 weeks ago I had it towed yet again to another place of business . I’m having to sit the car in their lot until I figure something out because I refuse to pay anything when itwas supposed to be covered I need assistance. I’m i’m asking for help and I’m making a formal complaint because business is like this need to be reprimanded for doing people wrong or any which way they want to because they think can.

  Business response

  06/20/2024

  Dear sir/madam, Initially i would like to say that we in Best Roanoke Auto Sales, Inc believe in professionalism, and we communicate with our customers maintaining mutual respect. The customer has called us about different issues, including the transmission/warranty, a few times and every time we have acted professionally and responsibly. As far as the transmission goes it was functioning perfectly fine when she bought the vehicle, but it should be noted that on a manual transmission if you don't know how to operate and use the clutch pedal properly/effectively, it will lead to severe damage to the clutch and even transmission. **** protection plus is an extended warranty provider and she had signed a contract with **** for a 3 months period engine and transmission warranty. Her vehicle's transmission was covered by the warranty but her mechanic demanded the warranty company to pay him/her in advance, which is against **** policy. **** protection plus pay the mechanic bill after the work is done, that's why her mechanic refused to do the job. She was referred to a reputable transmission shop who knows how warranty companies work. The warranty was just for the engine and transmission and that's what they are covering and if she has damaged the clutch and shifter too, they are not covered by warranty and if she wants them fixed she has to pay that out of pocket. I hope this explains/helps for better understanding of the situation. Regards, Best Roanoke Team...  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $5,200 for a vehicle from this car lot. I spent another $600 getting my tags,insurance,registration,state tax, etc. The inspection sticker said June of 2022 I purchased the vehicle June 2023. So I went to go get it inspected which they found that the battery was completely dead, the oil was dark black, The tire sensor light stays on the dash because there are no sensors in the tires to let me know if anything goes wrong with the tires, It needs an alignment really bad because I have to fight the steering wheel because it wants to pull to the left, The struts are completely gone if I hit one small little bump it shakes so bad like the car will fall apart, The CV axle is about to break that will cause me to get in a serious accident or even get killed, The rotors are really bad because it was sold to me with no brakes nothing but metal on metal grinding which means I will not be able to stop my vehicle while driving. I haven't drove the vehicle but to a few shops to see what my options are most of the time it's been sitting in the shops because I haven't had any money to fix it I lost my job because I don't have a vehicle that I can drive!!!!

  Business response

  08/29/2023

  To whom it may concern, Thanks for contacting us, first of all we have not heard anything from the customer since he bought the car until he filled a complaint with Motor vehicle dealer board; but overall the inspection was done when Best Roanoke Auto acquired the car from auction and was good through the end of June. The customer inspected the car thoroughly before he made his decision. and the car was in great running condition for the whole time we had in our lot. The customer has declined to buy warranty and has signed the AS IS buyer guide.Additionally, the customer was quoted about $3200 of repairs through *********; and Best Roanoke Auto asked only for a$1000 to make the same repairs and the customer declined our offer. since the car is sold AS IS the dealer is not responsible for any future repairs after sales.

  Customer response

  08/29/2023

  I have reviewed the response offer 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. First of all they did hear from me before I went to the dealer board. I came directly to his office to ask what we can do about the situation and he told me for $800 he can get the things fixed which in his response he said a thousand. But after further inspection at the shops it was actually way more than that cost wise that's why I haven't returned because I don't have that type of money to fix a car that was supposed to be a good driving car. Second of all he said I fully inspected the car which I didn't I just started it up. I didn't even get a test drive! He stated that the car was in great condition the whole time he had it. Now is it that is true and even if the car got inspected over a year ago how can it be a great running car if the  CV AXLES  are broke, The brakes are scraping on the metal of the rotors because it was sold with no brakes, The struts are completely gone, The battery was dead, the oil is black, it needs an alignment, The tire sensor light stays on, and now to check engine light is on it won't go off!! So $5,200 was paid for a car that is not drivable. Regards, ******** *****

  Business response

  09/02/2023

  Normally the dealer is not responsible for any repairs after sales when it's sold AS IS. But we were trying to do a goodwill repair for very low cost for good customer services purpose. if someone trying to miss use it and will receive no kind of negotiation.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Best Roanoke Auto sales on Salem avenue in downtown Roanoke and purchased a 2012 Audi Q5 with about 115,000 miles on it. I was made to believe that there was nothing wrong with the vehicle. The day after I purchased it, it told me to add oil 5 times in just one day. I did an oil change and what came out looked like black water. They told me they had just recently done an oil change. That was a lie. I took it to my mechanic and it turns out that the motor is blown. I loved the car when I test drove it, but they told me to be back in 10 minutes tops. I figured it was okay. I called the very next day after I bought it, not even 24 hours later and explained the problem. They never once offered to fix it, give my money back, trade the car in, etc. I paid $9,800 cash for this vehicle that I cannot drive do to the motor being blown. I drove it a couple of days before parking it in my driveway. I have read reviews and other people are having similar issues with this car lot. It’s very discouraging to spend your savings on a car that you can’t even drive to work. Please help!!

  Business response

  05/20/2023

  Dear sir/madam,Being a used car lot and having few branches in ******** ** we have high number of satisfied customers, but there are some unsatisfied customers too. We are dealing with used cars and that's why we offer our customers protection plans for them to be in safe side. Used vehicles are unpredictable but some customers still decide to buy them ASIS. We don't assign 10 minutes time to our customers to test drive, because some customers even take the vehicles to their mechanic for pre purchase inspection and that can take up to hours, so assigning minutes is not applicable. Mentioned customer test drove the vehicle and was given $400 discount on the day of sale, but he decided to buy the vehicle ASIS with no warranty. 

  Customer response

  05/21/2023

  I have reviewed the response offer 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. Even though it is a used car lot, I was assured that everything was perfect on the car. Regardless if I got a $400 discount on this vehicle, $10,000 is a lot of money to spend on a car that was listed as “nice and smooth” and “very well maintained”. They knew the issues with the car and did not disclose that information. A car with a blown engine should be sold as a very discounted price considering I’m going to have to spend $6,000 on this vehicle replacing the engine. The business at hand should be taking into consideration the issues that are presented. So yes, a $400 discount VERSUS $6000, I got robbed. They did not. I agreed to buy a working vehicle. Not one that I have to put thousands of dollars into just so I’m able to drive it. They should be taking responsibility for this problem, and resolving the issue. There are plenty of people out there that are having issues with this car lot. Regards, ****** ****

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WE brought a car yes it was as is but after we had test drove it for about 15 mins or so it seemed fine, so we went ahead and bought it. On the way home it started to overheat so we sent a picture to the owner of the car lot and said there was nothing he would do to take it to a mechanic, so we did! we had bought it on sat and that Monday we had it towed to the mechanic. After the mechanic looked at it he called to tell me that it should of never been sold. That it was in a wreck that there was no motor mount. there is frame issues, He not for sure but he didn't think there was air bags bc the air bag light which was not on when we bought it. oil leaking in different areas but the mechanic did say some of that was due to the age of the car and was normal. It was rigged back together there is tape on a lot of stuff the radiator is busted. Then the mechanic said it should of never pass inspection. There are a few more things we are just waiting for the full report. I contacted the state police to inform them about the inspection. I went back to the car lot and let him know all that was wrong with it and I did record most of the conversation in which the car owner or salesmen I am not for sure which he is but he is the only one there stated that he knew it was in a wreck but then stated after he noticing us recording that he didn't know.

  Business response

  04/07/2023

  Can you please ask the customer to send me the mechanic report signed by a certified mechanic.

  Customer response

  04/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a car the car check engine light was on ask why he stuck machine to it said on sensor, looked on sensors up they didn't cost that much so decided to buy, took car to garage to have them put on the Mechanic say that I didn't have spots to put 02 sensors because I didn't even have cataletic converters so I was sold the car without catalytic converters and without catalytic burgers you cannot get inspection sticker it's inspection sticker or anything and it's gonna cost me over $3000 that fixed

*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. ↩