Complaints

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If I could give zero stars, I would. Carnova is the absolute worst dealership I have ever encountered, and I am warning everyoneDO NOT buy a car from them unless you want to be scammed, lied to, and stuck with a junk vehicle.Lets start with customer service and professionalismbecause they have none. The moment they take your money, you no longer matter. They will promise you the world before the sale, but once you drive off the lot, they refuse to fix any issues with your vehicle, despite their so-called 5-day return policy. This policy is a complete jokethey wont fix anything, and theyll string you along until its too late to do anything about it.And lets talk about the lies. They sell vehicles without proper emissions testing, which is illegal in many states. That means you could drive off the lot with a car that wont pass inspection, making it useless without costly repairs. They also lie about warranties, claiming your car is coveredonly for you to find out nothing is actually covered when you need repairs. Their warranty is as worthless as their customer service.Even worse? They had the audacity to tell us NOT to leave a bad review! Thats how they operateby deceiving customers and trying to hide their shady business practices. Well, heres the truth: Carnova is a fraudulent dealership selling LEMONS, and they should be shut down for their unethical and possibly illegal business ************ this day, we still dont have our tagsanother shady delay tactic they use to trap customers into a bad deal. They sell you a car under false pretenses, refuse to honor their word, and make it nearly impossible to get the necessary paperwork to legally drive the car.They are selling unsafe, unreliable vehicles and getting away with it because customers dont speak up. But enough is enough. This dealership needs to be held accountable for its lies, negligence, and blatant disregard for consumers.

  Business response

  02/17/2025

  
  Thank you for reaching out to share your concerns regarding your recent vehicle purchase from CarNova. We take all customer feedback seriously and aim to ensure a clear understanding of our policies.
  
  After reviewing your account and the details of your purchase, we want to remind you of our return/exchange policy: Vehicles may be returned for exchange no later than the close of business on the 5th calendar day following delivery.
  
  The vehicle must have been driven fewer than 250 miles and remain in the same condition as when it was delivered.
  
  Unfortunately, your concerns were raised after this 5-day period, making the vehicle ineligible for return, repair or exchange under our policy.
  
  Additionally, at the time of purchase, you signed an Acknowledgement of As-Is Sale agreement. This document confirms the vehicle was purchased in its current condition and with the understanding that any future repairs would be your responsibility. While we understand your frustration, these terms were clearly outlined and agreed upon at the time of sale. Regrettably, there is no further assistance we can provide in this matter.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Car Nova before Thanksgiving only drove car a week in a half the car has a lot of physical and mechanical problems l have made two insurance payments and one car note will be making another on the 18th on a car l am unable to safely drive.

  Business response

  01/10/2025

  Thank you for reaching out to share your concerns regarding your recent vehicle purchase from CarNova. We take all customer feedback seriously and aim to ensure a clear understanding of our policies.

  After reviewing your account and the details of your purchase, we want to remind you of our return/exchange policy: Vehicles may be returned for exchange no later than the close of business on the 5th calendar day following delivery.

  The vehicle must have been driven fewer than 250 miles and remain in the same condition as when it was delivered.

  
  Unfortunately, your concerns were raised after this 5-day period, making the vehicle ineligible for return, repair or exchange under our policy.

  
  Additionally, at the time of purchase, you signed an Acknowledgement of As-Is Sale agreement. This document confirms the vehicle was purchased in its current condition and with the understanding that any future repairs would be your responsibility.
  While we understand your frustration, these terms were clearly outlined and agreed upon at the time of sale. Regrettably, there is no further assistance we can provide in this matter.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Financed a 2016 **** In just 2 months (70 days) with the car 1. On day 2 , AC was already not working. Dealership paid for a freon charge, however within 2 days the issue persisted because it was an actual leakage 3. All wiper blades needed replacement including the rear wiper blades.2.Week 1 ,had to replace headlights and fog light bulbs 3. Within 30 days, car required an oil change, the engine filter required replacement ,had over 2 inches of dirt accumulated 4. When got the oil changed I was warned battery needs to be replaced.5. Now Engine is having mis-fires because spark plugs are very old 6.As of a few days ago ,Engine light is on!.Within the first few days of receiving this car I spoke to ****** and did mention to him this car is very shaky whenever is idle, he said maybe is a bumpy road youre driving on turns out this car was sold to me with engine issues. Its obvious they did not do any type of check up on this car prior to selling it to me, I would like to report this sale as a FRAUD!!

  Business response

  09/11/2024

  Customer purchased the car AS IS and had 5 Days to return the vehicle. She also has a 2 Year warranty. CarNova assumers no liability. 

   

   

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2017 VW Tiguan from Car Nova. A deposit was required to hold vehicle, the deposit was to be used towards the cost of the vehicle. Deposit date: 07/30/2024 Deposit amount: $500.00 Company offers free nationwide delivery of vehicles as well as a 5 day return policy. website: **************************************************************************************************** Date of Purchase of vehicle: 31 July 2024 Purchase amount: $12825.23, Date of Delivery: 6 Aug 2024 Delivery Charge transaction and date: 30 July 2024, $515.00 I believe the company charged me $515.00 for deposit instead of the $500 shown, and they used my deposit to pay for the transport of the vehicle as shown in my bank transaction details. The deposit was supposed to go towards the purchase of the vehicle not towards the "free" nationwide delivery. I am currently stationed in ********, **. The vehicle was delivered 6 days after purchase, therefore nulling my ability to return the vehicle after the 5 day ***** From the first day after delivery, the vehicle back-up camera did not turn on/connect, the light for tire pressure stays on (cannot re-program) the gas cap door was jammed shut, a button on the left side of dashboard sunk-in (possibly related to cruise control) On Aug 14 a belt broke on the vehicle, the vehicle was (is) leaking oil. Vehicle was un-drivable and had to be towed to nearby Auto repair shop. The warranty did not cover new belt. Still waiting on diagnosis for oil leak.I have had this vehicle in my possession less than 3 weeks, the amount of issues the vehicle is having is excessive. I believe that Car Nova knowingly sold me a vehicle with multiple physical, electrical and mechanical issues and that they made false representations that the vehicle was/is in good working condition. This vehicle was supposed to alleviate the stress of not having a second vehicle and instead it is causing more hardship to myself and family.

  Business response

  09/13/2024

  Customer had 5 Days to return the vehicle. Customer was also given a 6 Months 6000 mile warranty an no cost to them. See attached documents supporting final sale. Dealer assumes no liability. 

   

   

   

  Customer response

  09/13/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  [No resolution was given. The vehicle was delivered after their 5 day return period.  The vehicle is now in need of a Turbo, and continues to have more arising issues. 
  The ************ I used for the purchase of the vehicle contacted me because Car Nova had not sent them the title and proof of registration, due to this they are planning on raising my interest rate.  I found out that there was a lien on the vehicle which was never disclosed at the time of purchase and therefore they do not have the title on hand. ]
  
  Regards,
  
  ***** ****
  
  
  
  
  

  Business response

  09/30/2024

  Customer had 5 days to return the vehicle and was given a 6 Month warranty at no cost to him. CarNova has done its due diligence and denies any wrong doing. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  At the end of June we were working with ****** and *** at Car Nova on a used Infinity for our daughter for her 16th birthday. We are in ** so needed to make sure the car was okay prior to purchasing. We planned to drive up after being told the car was in great shape, with no obvious mechanical or structural issues. ****** suggested sending the car to us on a carrier as we were told we had a 5 day return policy, no questions asked. This language is on their website and on the ****eting materials we saw so we believed this to be accurate.The car arrived late on the night of July 1 and we took it to our mechanic the next morning. The attached pictures show the incredible amount of rust under the car. Pieces were literally hanging. Our mechanic told us it was unsafe to have the car on a lift.We sent an email back to Car Nova immediately, with pictures, asking to arrange transport back to them and were met with no response for two days. Obviously, they were dragging their feet to hit the 5 day **** when we would no longer be able to return the car to them. We let them know we would be coming up to deliver the car back to them and then got a response that they would send a carrier down to get the car. Days later, the car was picked up. They sent us a check for $13,305 (the original price of $15,400 minus a "processing fee"). This was not in the contract or in their 5 day return policy. Furthermore, they charged us a $995 processing fee on the original deal. I am requesting $2,095 to be returned to us immediately.I went on line and read review after review on your site and on ****** siting the same practices (***** car, not adhering to the 5 day policy) over and over. It is clearly a scam they are running.

  Business response

  08/24/2024

  Customer was given the opportunity to return the vehicle if not happy within five days. Customer was granted that ability and returned the vehicle. When and if a vehicle is returned, We have strict written policies regarding the return.

  Customer response

  08/24/2024

  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 

  Car Nova has not fully refunded us for the car we returned during their stated 5 day window. They owe us in excess of $2,000. We have repeatedly asked, in writing, for our funds to be returned. There is nothing in the contract or on line about a processing fee associated with returns. We are pursuing legal action as a result.
  
  Regards,
  
  *********************************
  
  
  
  

  
  

  Business response

  08/28/2024

  It is right to do so. But we stand clear and firm on our policies. 

  Customer response

  09/03/2024

  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.
  
  Car Nova has not refunded our money. There is nothing in the contract stating that they can keep our money following the return of the car within the specified 5 day return policy. Again, we insist on the immediate return of the $2,000+ they still owe us. 
  
  Regards,
  
  *********************************
  
  
  
  
  

  Customer response

  09/08/2024

  The contract does not specify any additional penalties associated with the 5 day return policy for the car. Please note that the car contained significant and hazardous rust that was deemed dangerous by our mechanic. We repeatedly asked about rust and other damage before agreeing to have the car shipped to us. This could easily have been avoided if Car Nova had been honest.

  Business response

  09/13/2024

  Customer had 5 Days to return the vehicle. Customer was also given a 6 Months 6000 mile warranty an no cost to them. Dealer assumes no liability.

  Customer response

  09/13/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  The car was returned in the 5 day return period. The entire purchase price is to be refunded per the signed contract.
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business response

  09/30/2024

  Customer was given requested reimbursement. 

  Customer response

  09/30/2024

  [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

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I BOUGHT A VAN ONLINE IN ******* AND HAD IT DELIVERED TO ********. CARNOVA WEBSITE STATES THEY INSPECTED THE VEHICLE, EVERYTHING WORKED. GURANTEE TO STAND BEHIND THEIR USED VEHICLES AND CUSTOMERS. RIGHT AFTER IT WAS DELIVERED TOOK IT TO MY MECHANIC AND FOUND OUT THE ** IS BAD AND COSTING AVERAGE $1500 TO REPAIR. CARNOVA REFUSING TO PAY REPAIR, ONLY WANTING TO GIVE ME $700 AND THEN IF I USE THE 5 DAY RETURN GURANTEE I DO NOT GET B**K MY FULL DOWN PAYMENT OF $1500. THEIR WEBSITE IS ALL LIES. I WANT FULL REFUND OF MY DOWN PAYMENT OR FULL REPAIR COST OF **.

  Business response

  08/10/2024

  Customer has agreed to accept $700 for repairs. Customer is now happy to move forward without complaint. 

  Customer response

  08/10/2024

  [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

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to buy a car from this dealership under a 3 year loan contract at $437.08 a month. They told me yeah that what it was, I have two witnesses and audio recording of the salesmen **** confirming this. On my paperwork they wrote it as a 57 month loan term for $437.08. They lied and said I paid $2000 down when I paid $1550. They also made my uncle who was my co-signer the main buyer on this car. Completely fraudulent and scamming business. I have reached out to the state attorney and plan to ****

  Business response

  04/09/2024

  customer read the contract, not once not twice but three times. Has text proof of what he signed. If he failed to understand what he signed, that is a failure on his part. For the down payment, the customer still owes us the remaining balance. An Extension we offered as a courtesy. His math didnt math. Wanted to be at a certain payment at 36 months which was impossible. I explained to the customer yesterday that if he makes larger payments like he anticipated, he would have the vehicle paid off in 36 months and it didnt matter if it said 57 months on the paperwork. Larger the Payment faster you pay off the loan. ***** also pay a lot less interest. He is literally in control of his own financing. We do not condone buyers remorse. 

  Customer response

  04/23/2024

   This salesman sent him a link to sign, the link contained NO TERM LENGTH, the salesman just told him it was 36 months on a phone call. To add, we have paperwork that came in the mail after the car was sold that the loan was denied. This car dealership put the car into the co-signers name and out his signature on all the paperwork and he never stepped foot into this place. 
  

  
  

  the video confirms **** stated it was a 36 month long term, he sent no paperwork that stated any loan term, he sent a link to get signatures. 

  Video link below with salesman stating 36 month loan 

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

  Business response

  04/23/2024

  Customer was fully aware of his terms upfront. see attached text given to client day 1.  Client developed buyers remorse once his circle of people told him they think he should not have made the purchase./ Everyone on the loan was aware of all documents and terms as stated in the contract they signed. customer had the option to stop and not move forward but agreed to the terms and signed ALL documents holding him to his contractual agreement. We have done our part and we are no longer able to help. Client was rude and stormed our ****** reviews platform and made false claims  on our company multiple times using multiple accounts. 

  Customer response

  04/23/2024

  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. ************************************************   ****, first please watch the video of our phone call. You are a liar and a scammer. Second of all that wasnt me, thats everyone I told making a difference and handling scammers as they should be. Please watch the video, show the full conversation, as I have also provided my own pictures of the agreement, where I tell you I do not want a 5 year loan term, where I tell you I do not accept those terms, but you lie and say that works. Also, lets add the phone calls that confirm you string its a 36 month loan term. To continue, you put the car in another persons name and not mine. I received paperwork thats stated for April 2nd, use your eyes since your mouth lies too much, to notice it is dated April 2, 2024, that says I was denied for the loan. So you illegally put the car into someone elses name. Please all inform how you sent a link for signatures that had no Lon term whatsoever, and post that link here for everyone to see while you are at it, ****. You literally changed all of the signatures to fit your scam deal. Why would I be the buyer of a car but you have my signature under the co-signer? And my co-signer has the main buyer, to add the person you out the car under, isnt even a real signature. 
  

  stop lying to the BBB and scamming innocent people. Also, please learn how to correctly spell the name *******. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business response

  04/24/2024

  Please read your paperwork. Have a great day.

  Customer response

  04/24/2024

  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. Thats all you have to say? Couldnt even apologize. I dont accept. Fix this. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  04/26/2024

  Please see attached proof of contract. Please discontinue communications with the accuser as we have addressed the issue 3 consecutive times. We do not entertain buyers remorse. Please and thank. We the dealer have done our part.

  Customer response

  04/26/2024

  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. Once again, YOU THE DEALER ARE FULL OF LYING SCAM ARTIST. Please look at that contract you posted, who is listed as the buyer?? Where did you get permission to put a car in another person's name? To add, please send and post the link you originally sent for signatures. We both know the contract was not with 57-month payments. To add, you posted the same picture that I have that confirms NO 5 YEAR LOAN TERM. You respond, shorter loan term higher the payment, correct? Use your brain scammer. 
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was purchased 12//03/2023. The day after purchase the engine started misfiring. Called dealer, service department did not return phone call for 3 days. After the 3rd call they were told to come get the car if the issues were not resolved. They told us to take it to a dealer and get diagnostics run. We were not able to get an appointment till the following week ( which brought it past the 5 day return policy). The mechanic told us the engine that was put in the car was done in an unsafe way, he then fixed the issues that were obvious. Car was taken home and check engine light came on again, brought back to mechanic (************************, **) and more problems were discovered. After the 3 rd time at the Infiniti dealer we were told the engine would need to be removed and would need to determine other problems. The warranty we purchased with the car does not cover the isssues and we already had to cover over $600 dollars of the previous problems. Since the car was brought home it was driven a total of 15 miles. CarNova pretty much told us o well its your problem now. I also questioned how this car could pass inspection with all the problems and got no response. CarNova service department does not return phone calls or have any explanation of how this car could be sold with all the problems we have experienced.

  Business response

  01/17/2024

  Please provide the name of the person who actually purchased the vehicle and is on the contract. Also provide the *** #.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/23 I purchased a 2012 ****** Sentra from CarNova in ********, $10,300.00. It had a maintenance plan attached. My daughter, ******, 21, was with me. The dealership has a 5 day return policy and per this policy I was told the paperwork would not be processed until day 6. I took the car to my local ********* that I have used for 10 years and was told to return the car. It had multiple issues including a hole in the floor board. This car was for my 18 year old. Not safe. To be honest and transparent, I called the dealership and told them I would be returning the car within the 5 days. When I returned the car on 6/14/23, with my 21 year old daughter, CarNova told me the processing fee was non-refundable along with the fees to cancel the maintenance plan and I would only receive a refund of $8,712.50. The paperwork should not have even been processed per the 5 day return policy and I should have received my full amount of $10,300 back instead of losing $1,587.50 for fees that should not have been processed per the 5 day return policy. I have emailed the dealership multiple times with no response. I do not like confrontation. I would like my $1,587.50 returned per the 5 day return policy. Thank you.

  Customer response

  11/22/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Car Nova regarding complaint ID ********.  Is there anything else I need to do to submit a negative review of this company?
  
  Regards,
  
  *****************************
  

  Business response

  03/13/2024

  Business response received via email as followed:

   

  Consumer purchased the vehicle and agreed to all of our policy disclosures. She exercised the 5 day return policy and was upset that we with held the return fee that was disclosed in paperwork.

  Customer response

  03/13/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  I looked through all paperwork and even had my daughter look through the paperwork.  There was nothing about any return fees anywhere.
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  03/14/2024

  State of VA has NO cooling off period. We the dealer offer what we can to help. But our policies are firm. There are fee's subject to returns. There is nothing more we can do. Thanks.

  Customer response

  03/16/2024

  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.
  
  Your return policy stated 5 business days with no other specifications.  Per initial complaint (please read) - I was told the paperwork would not be processed or incur any fees until the 6th day per the 5 day return policy.  Also, this was returned to due it being unsafe for my daughter.  Hole in the floor.  See previously submitted info from Firestone.  I have a pic of the hole but cannot upload it.
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  03/18/2024

  We have our policies in place and we inform all clients prior to purchase. We do not entertain buyers remorse and neither does the state. Yet we still accepted the return. Our policies are our policies and not subject to change for one or two people. It would open us up for liabilities. I'm sorry but there is nothing further we can do to help you. Have a blessed day. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrong price on the vehicle, not the advertised price advertised $**** more. When I test drove it. There was a disclaimer on the dashboard which I took a picture of showed it to the manager manager told me it would be fixed before it was delivered to my home. No charge that didn't happen. When I received it he vehicle 7 days later and it broke down like a couple of days after I bought after I got it he said oh, you should have brought it back the first 5 days question how am I gonna bring car back in the first 5 days? I didn't have the for 7 days. They kept having excuses why they couldn't bring it right away. "Too much money they can't afford it." Whatever I want all my money back. There's 26 different codes or on the vehicle I have a estimate for the vehicle to be fixed. Now remember, I just bought this car less than 30 days ago for ***** to ***** dollars for repairs, the car was only supposed to be **** hundred, so you give me a break, alright, this is all kinds of wrong, this is black & white legal garbage, there is no way you sell a vehicle with 26 codes on it and then adding insult to injury adding the customer by putting an extra **** on the contract without notification to the customer. yeah, I need some help, thank you. *************************

  Business response

  03/13/2024

  Business response received via email is as follows:

   

  Consumer no longer has possession of the vehicle and was outside the 5 day return policy. However as a courtesy we accepted the return of the vehicle.

*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. ↩