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Business Profile

Used Car Dealers

Car Cloud Auto Group Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Car Cloud Auto Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Car Cloud Auto Group Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      November ****** I put a holding (escrow) payment on a 2015 infinity. I paid with my debit card. I was told the vehicle will not be sold. Nov 8th the vehicle was sold and I was not aware until I called. The vehicle was never taken down offline which they guaranteed they would. They also said they would refund me my ****** back and its been a week and they are beating around the ****. They are aware I am not from VA and I would have to spend about that much to get there. So all is a loss if the money is not refunded. Car cloud auto group is has an online website with great reviews. I wouldnt imagine someone having to go through this loss just so the company can stay a float.

      Business Response

      Date: 11/18/2024

      We sincerely apologize for any inconvenience caused to this customer. After reviewing the matter, we can confirm that the $500 refund was processed to the customers card ending in 8797. Refunds can sometimes take several business days to reflect, depending on the bank's processing time.

      We value our customers and always strive for transparency and fairness. If the refund has not appeared on the account, we kindly ask the customer to reach out to us directly at their earliest convenience so we can assist further.

      Thank you for bringing this to our attention.

      Sincerely,
      Car Cloud Auto Group

      Customer Answer

      Date: 11/18/2024

      [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:05/07/2024

      Type:Product 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.
      On March 1, 2024, #1 A **************************** purchased a vehicle from Car Cloud Auto Group. Prior to the purchase, Car Cloud Auto Group advised LifeSafer that the vehicles coolant was leaking but claimed to have fixed the issue. After receiving confirmation that this issue was fixed, LifeSafer, relying on this information, purchased the vehicle. Within 2 weeks of purchase, the vehicle was inoperable due to the same leaking coolant issue. LifeSafer immediately contacted Car Cloud Auto Group to discuss a resolution. For 3 weeks after notice was provided, Car Cloud Auto Group avoided LifeSafers phone calls and turned away LifeSafer representatives. After weeks of Car Cloud Auto Groups refusal to address the leaking coolant issue, LifeSafer had the vehicle inspected by a third party, who advised that the vehicle did in fact have an issue with leaking coolant and would need an engine replacement. LifeSafer would not have purchased the vehicle but for its reliance on Car Cloud Auto Groups confirmation that the vehicle was fixed and working properly. LifeSafer was misled into purchasing the vehicle. LifeSafer requested a full refund from Car Cloud Auto Group or an agreement to replace the engine at no cost. Car Cloud Auto Group denied both requests. To resolve this matter, LifeSafer requests a full refund from Car Cloud Auto Group or an agreement to replace the engine at no cost.

      Customer Answer

      Date: 05/08/2024

      Hi there. The name associated with the complaint can be *************************. I am submitting the complaint on behalf of our company, #1 A LifeSafer Distribution, Inc. 

      Business Response

      Date: 05/08/2024

      Tell us why here...We take customer satisfaction seriously and have thoroughly reviewed the circumstances surrounding this transaction. As per our records, the vehicle in question was sold "as is," with the buyer acknowledging this fact at the time of purchase. Additionally, our records indicate that there was no coolant leak at the time of purchase.

      After receiving notice of the vehicle's inoperability due to a coolant leak, Car Cloud Auto Group attempted to address the matter by offering a solution that would entail the installation of a used engine for $4000. However, this offer was declined by the buyer.

      It's important to note that Car Cloud Auto Group fulfilled its obligation to disclose known issues with the vehicle and provided the buyer with an opportunity to inspect the vehicle and have it examined by a third party mechanic prior to purchase. Furthermore, the buyer explicitly agreed to purchase the vehicle in its current condition, "as is," without any implied warranties or guarantees.

      While we regret any inconvenience experienced by the buyer, we stand by the terms of the sale agreement and maintain that Car Cloud Auto Group has acted in accordance with industry standards and regulations.

      Customer Answer

      Date: 05/13/2024

      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. 

      We would first like to stress that we were not offered an extended warranty by the sales manager at any point. We purchased the vehicle after we were informed you fixed the vehicle so that it would no longer leak coolant and had performed proper inspections so that the vehicle was ready for purchase.

      Further, you stated that after receiving notice of the vehicles inoperability due to a coolant leak, you attempted to address the matter, yet for three weeks after providing notice, LifeSafer representatives were turned away (both on the phone and in person) and told that the sales manager who could address the issue was out sick when she was really no longer employed at Car Cloud Auto Group. For weeks, LifeSafer was left with an inoperable vehicle and was refused any discussion of resolution, causing an unreasonable delay in diagnosing and pursuing repair of the issue.

      In light of the circumstances outlined above, we again assert we were misled into purchasing the vehicle and request that you reimburse us for our repair costs, which are estimated at $3,621.70. 

      Regards,

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




      Business Response

      Date: 05/14/2024

      Thank you for reaching out regarding LifeSafer's demand for a full engine replacement for the 2011 ****** RAV4 purchased from Car Cloud Auto Group. In response to your demand, please find attached our detailed letter addressing the concerns raised and outlining Car Cloud Auto Group's position regarding the vehicle in question. We have thoroughly reviewed the circumstances surrounding the purchase and subsequent issues, and we believe our response provides clarity on the matter.

       

      Regard, 

      Car Cloud Auto Group.

    • Initial Complaint

      Date:02/17/2024

      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.
      We purchased a ***** Pilot from Car cloud auto on 1/13/2024. Car cloud auto took a check for $5000 as a down payment, but then asked me to to lie to their finance company if they called to verify the amount. My husband and I told them we would not do this. 30 days later (yesterday) when we had not received the tag and our temp tag expired we called car cloud and were told we would have to pay them to send the tag to us. When I asked why they had not already sent the tag as promised, the associate ******* became angry and called me social trash. They still have not sent tag.

      Business Response

      Date: 03/08/2024

      Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding the processing and delivery of your vehicle tags.

      Upon investigation, we have confirmed that your tags were indeed processed and sent to the address provided. We understand the importance of timely delivery of these documents, and we regret any delay in this process.

      Regarding the issue with the down payment and communication regarding our finance company, we assure you that this does not align with our company values or policies. We do not condone any unethical practices, and we apologize if you felt pressured in any way.

      As for the interaction with our associate *******, we are deeply concerned by the reported behavior. Such conduct is entirely unacceptable and does not represent the professionalism and respect that we expect from our team members. Rest assured, we will address this matter internally to ensure it does not happen again.

      Regarding the payment request for sending the tag, we understand your frustration. We acknowledge that this should have been communicated clearly upfront, and we apologize for any confusion caused. We will review our processes to ensure better transparency in the future.

      Please accept our sincere apologies for the inconvenience and frustration you have experienced throughout this process.


      Thank you for your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority, and we are committed to making this right for you.

      Customer Answer

      Date: 03/09/2024

      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,

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




      Customer Answer

      Date: 03/11/2024

      They did not respond at all, but have continued to hold onto the payments made for the vehicle registration despite their failure to provide same

    Car Cloud Auto Group Inc is NOT a BBB Accredited Business.

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