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:11/01/2024

  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 8/9/2024 we purchased a 2014 **** F-250 pick up truck. We paid $10,000 with a credit card & $10,000 with a check for a total of $20,000 for the vehicle. We drove off the lot & within 10 minutes of getting on the highway, a check engine light came on & we had to pull over. Gas was low so we went & got a 3 gallon gas tank to fill it up. We tried turning it on but it didn't want to start. We contacted the company immediately after and they said they would send someone to check it out. We waited for about 30 minutes & no one arrived. We told the saleslady on the phone we did not want anything to do with this truck anymore and that we wanted to return the truck. At this point it was late in the ******** had to return to our business, since no one showed up, we told her we were leaving the truck there & heading back. We told her on the phone multiple times we did not want the truck anymore but she kept insisting that once they look at the truck, they will send it down but we were not interested in that. She refuses to refund our ********** do not have possession of the vehicle or title. Unfortunately, they have ****** reviews that are similar to our situation. All we want is a refund to never deal with this establishment again.

  Business Response

  Date: 11/02/2024

  The customer purchased the vehicle "as is" in good faith, given that it is a used car and they were informed by the salesperson that a warranty was necessary, which they did not purchase. Additionally, they are indebted to the dealership for monies that have not been paid. However, we are unable to provide a refund due to the outstanding balance, mileage, and general wear and tear.

• Initial Complaint

  Date:10/08/2024

  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.

  September 12 my fianc and I reluctantly purchased a vehicle from this business. I was in need of a vehicle as the one I have been driving the past two years has no heat or air conditioning and the windows dont work. It has gotten as high as 120 in the car while I am working. They would not finance the vehicle I wanted so I looked at an alternative. I dont know how I landed at this business because this is not the type of establishment I wanted to purchase a vehicle from anyway, but I was growing tired of looking. It was supposed to be in my name and my fiancs name as the cosigner and the paperwork we signed showed that was the case. They called to tell us that they cannot use my financial information for whatever reason and theyre going to put it in just her name and they sent her new paperwork. She told her that she was not OK with that. They did not ask they just tried to force the paperwork on her. Aside from that , turns out there are some extremely faulty issues with the vehicle. Subframe is rusted to pieces lower control arm is rusted to the point that it broke and there are holes in the frame. Anybody driving this vehicle could at any time lose their life upon losing control of the vehicle, which is an absolute possibility. Shared these concerns with this business and they showed no interest in the resolution I requested. Which was returning the vehicle and getting a refund of the $750 put down towards the down payment. This vehicle belongs in a junkyard not on the road. It couldve killed my daughter if she needed to drive it somewhere and thats not OK. I dont want any other business with this place just our money back and for them to come get their car. They claim warranty but the parts and labor for what would need to make this a safe vehicle far outweigh the value of the vehicle itself and I dont trust them considering there was a fraudulently placed inspection sticker on the vehicle indicating it was safe for use on the road

• Initial Complaint

  Date:09/10/2024

  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.

  I purchased a very nice looking F150 but it will not pass state inspection with 1/32 brakes nor test codes that they archived / deleted to pass their inspection. Very poor customer service and wont stand by their word. I was told to get it fixed and send them the bill but now they wont send the promised check for the repairs.

  Business Response

  Date: 09/19/2024

  we are already in communication with the customer, and came to the mutual grounds that he will be staisfied and taken care off. if you have any concern or question please do no hesitate to contact me on the following # ************

  Thanks,

  ****** ****.

• Initial Complaint

  Date:07/08/2024

  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.

  I paid this company a deposit of $1,000.00 for a used truck I was trying to purchase. I was told if the deal did not go through my deposit would be refunded.I did not get the truck and have been trying to get deposit refunded. The office manager, ******, has give me nothing but run around. I have supplied all information to her including date money was trnsferred from my bank to thier account, 5.02.2024 in the amount of $1,000.00. They refuse to refund my deposit.

  Business Response

  Date: 07/12/2024

  On July 11th ,2024,  Mr.*************************** came to our Dealer ship and we have refunded $ ******* by crediting his credit card provided by him, as the orignal card he been destroyed by him. we don't owe anything to him.

  Thanks,

  ****.

   

• Initial Complaint

  Date:10/25/2023

  Type:Product 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 vehicle in July of 2022. I have since paid the full amount of the vehicle off. This includes a warranty coverage policy and a gap coverage policy. I wished to cancel those warranties. So because the full amount was paid off in full on the vehicle I am *********** a prorated amount back on the cancelation of the warranty. Which the dealership owner understands and acknowledged. This has been a process that I started more then a month ago and I still have no answers and now the owner of the dealership is not responding at all. **** worth of warranties were purchased. The contract loan was for 6 years and everything was paid off in a little more then a year. So a proration of at least 50% is owed back to me.

  Business Response

  Date: 11/07/2023

  We have been in contact with the client, and a refund has been issued to client.  

  Thank you.

  Customer Answer

  Date: 11/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:05/10/2023

  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 purchased a 2013 ***********/eco from this company (Universal Auto Sales) last year on July 22,2022. I paid $*****.** to this business to purchase the vehicle AS IS. The very first mechanical error was when I got back home with the vehicle . The very next day I call a mechanic to diagnose the problem (overheating and oil spill) and called ****** the salesmen that issued the vehicle she stated that they would not be able to assist with the problem because the vehicle was driven off the lot and I could not return it. They would not accept it back. She then went in to say they dont even have a mechanic(s) on site to to fix the problem. She proceeded to say just let the warranty fix it. I have replace the same parts on this vehicle since I drove off the lot and the warranty did not cover the damage that this vehicle was already in. I have called/ contacted ****** numerous of time to no avail, stating she cannot help me or resolve the problem . I have went to 4 different mechanic shops to attest the problem and only one could tell me to sell the vehicle or put more money into the repair of replacing the cracked cylinder and other parts of the engine that the warranty will not cover. Purchasing this vehicle has put a down spiral in my income and house whole, the price online for this vehicle was not valid with the condition it was already in compared to how much I purchased it for. Now the vehicle is at a standstill with repair due to ware not fixing the issue and Im once again left with a bill equivalent to the monthly payments and more of this vehicle. With the loan company expecting monthly payments for a vehicle that is inoperable and was inoperable when purchased. I just want my refund and cleared from this loan of this vehicle, I will NEVER do business with this company again.

  Business Response

  Date: 05/25/2023

  ****************** purchased the vehicle as-is.  She was afforded every opportunity to inspect the vehicle before purchase and, if she requested, to have her mechanic check out the vehicle.  I don't see any paperwork from ************************ mechanics, so I can't speak on any issue that was, or was not, diagnosed.  It's all hearsay.  All of our cars pass a Va safety inspection that is performed by an independent, state licensed inspector.  Over the course of a year, preventative maintenance is required to maintain the vehicle in good condition.  As far as ******************** complaining that purchasing the vehicle "put a down spiral" in her income, I can not respond to somebody living beyond their means and purchasing items that they can not afford.  The salesperson is correct, after more than a year, we can not take the vehicle back just because the vehicle has degraded while in the care of the owner and she doesn't want it anymore.  As far as "clearing the loan" from her credit, that is between ******************** and the lienholder.

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising 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 car on 07/08/2019 I have not received a title as of 08/25/2022

  Business Response

  Date: 07/11/2023

   This is D******************* responding in reference to the complaint for ***************************** for HIS experience at Universal Auto Sales. First off, I just want to extend my deepest apologies for your experience here at Universal Auto Sales, since then we have replaced a lot of staff both from our tag and title and accounting dept. I've just started here at this company, and I personally will make sure nothing like this ever happens again. Unfortunately, the only thing I can offer at this point is to possibly trade you out of that vehicle and into another one on our lot. I as well as the owner have taken extra precautions in our Tag and Title process as well as increasing the quality of our Accounting dept to prevent any future problems. If you have any questions, you can reach me at the store at **********. Again, I apologize for your experience here and would love to make it up to soon, thank you and have a blessed day. 

    

  Thanks  

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