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:09/13/2023

  Type:Service or Repair 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 the vehicle on August 31, 2023 and the vehicle had safety issues with were not disclosed in the AS-IS contract of the vehicle. I notified the dealership in which I was told as the buyer the car AS-IS will be my responsibility for costs and repairs. The car is not drivable according to Virginia DOT and Safety regulations. On Wednesday, September 6, 2023 I called *********** in reference to purchasing a vehicle under fraud. I previously called on Tuesday September 5, 2023 making a report and was told to reach out to the dealership to see if Freds Executive Automotive would fix the issues they failed to disclose in my contract. The dealership verbally and written listed below is requiring me the buyer to get items repaired at buyers expense. According to the Virginia used car law I have 18 months or 18,000 miles to notify seller to fix issues that are a safety risk by law the seller/merchant failed to disclose the brakes, alignment, transmission failure codes, broken power steering fluid leaking among other things listed in my inspection report with the ******** Dealership on Wednesday, September 6, 2023.I was told my compliant will be reviewed but I was not given the opportunity to provide supporting documentation. I am requesting to be contact in reference to my concerns to ensure my complaint is addressed properly. I was told it takes up to 30 days for a decision but how can a decision be made without supporting documentation. I have notified VADMV and my car insurance company.

  Business Response

  Date: 09/18/2023

  09/07/2023

  Dear **** *****.

  This letter is in response to your Email on September 6, 2023, regarding the above matter.  For your clarification, below please find a few important facts about the sales transaction involving your purchase of a vehicle. 
  

  **** ***** you purchased the vehicle involved, a 2014 ******** ****, and accordingly signed a “Buyers Purchase Order” on August 31, 2023.  The “Buyers Purchase Order” bears your signature and clearly states that the buyer is aware that the vehicle is being purchased “AS IS”. Specifically, in the “Warranty Section” of the “Buyers Purchase Order” states “I understand that this vehicle is being sold AS-IS with all Faults and is not covered by any DEALER Warranty. I understand that the DEALER is not required to make any Repairs after I buy this Vehicle. I will have to pay for any Repairs this Vehicle will need.”  This document is attached, and it bears your signature **** *********** ******** *****.
  

  Additionally, **** *********** ******** ***** you on that same day, August 31, 2023, signed a document by the name of a “Buyers Guide” which further attests that the vehicle was purchased “AS-IS”.  It specifically states that the purchaser will pay for all Costs for any Repairs. The Dealer assumes no responsibility for any repairs.
  
  Further, **** *********** ******** ***** you agreed and signed an “Acknowledgement of an AS-IS Sale” as well on August 31, 2023 which again acknowledged that vehicle was being purchased “AS-IS” with no  Dealer warranty.
  
  Finally, **** *********** ******** ***** you acknowledged and signed a “WE OWE” on August 31, 2023, which again indicated that the vehicle was being purchased “AS IS.”  It specifically indicates that the Dealership does now owe anything to the purchaser, the dealership has not promised anything, and that the vehicle is being purchased “AS-IS.”  

  Further, **** *********** ******** ***** you initialed and Signed a “Delivery and Acceptance” on August 31, 2023, Which states #1. I have driven the vehicle and am satisfied with the vehicle. #2. I fully understand that I am buying this vehicle and all the equipment and all the accessories Theron in an as-is condition.
  
  Finally, **** *********** ******** ***** you initialed and Signed a “Customer Delivery Checklist” on August 31, 2023, Which states, #3. I have personally inspected the vehicle, had an opportunity to test drive it.
  
  Nonetheless, please know that whatever course the matter takes, the dealership stands ready to fully cooperate with you and amicably resolve this matter.
  The dealership is not under any obligation but only out of goodwill and for the sake of customer satisfaction **** ***** you may take the vehicle to one of our contractor shops that we use and will only pay our cost for the items emailed to us by **** *****, all the items listed by ******** of Richmond were Recommendations.
  Thank you for your time.  If you have any further questions or comments please contact me at the above address and telephone number.
  Attached, please find the documents mentioned in this letter pertaining to this transaction.
  
  Sincerely, 

• Initial Complaint

  Date:07/15/2023

  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.

  My experience with this car dealership was horrible—literally a scam and just there to waste your time. I've worked with many dealerships before, but never with such absolutely terrible customer service skills and very unprofessional Staff. I drove an hour away to see a car, and everything was planned in advance with a salesman, and once I got there, they kept telling me there was another guy who wanted to buy the same car and asked me to see another car, which was more expensive and completely different. Then I asked to speak with the sales manager. Yeah, welcome, he said, and he gave me water to relieve me from losing my temper. I explained that his answer was, Oh, we sold this car. I was like, I CALLED EARLIER and planned everything with the salesman, but it turned into bull****. Here's what they do: THEY POST THE CAR on THEIR website, and they pick the best model for dropping the price below market, which makes you come, but once you get there to the dealership, they will tell you the car is sold. Look for the same model but different, and they pretend that the one you picked is sold. I am not the first to have this problem; read the other reviews kindly. (literally, a mafia run BE AWARE)

  Business Response

  Date: 07/21/2023

  Hello **. ******************** complaint is completely fictious and fraudulent, when leaving a review please provide the full story of events rather then a fabricated tale. When you visited our store back in March looking at a particular vehicle, the vehicle was available at the time of the initial visit. You saw and drove the vehicle on the lot as well witnessing as other customers inquiring about it. We treated you and your friend with the upmost respect and professionalism, unfortunately the courtesy was not returned. There was another client looking at the same vehicle, as we made you aware several times. We treat all our clients with respect and transparency, regardless of age and color. You refused to leave a deposit for said vehicle and left the premises stating that you didn't have enough time and that you would be back. We had warned that the vehicle would likely be sold soon due to the attractive pricing. When you contacted our office we notified you that we had sold the vehicle earlier that day. You then proceeded to harass our team members vigorously and maliciously claiming that you are going to get an attorney, a laughable claim at that. Your brother called us to apologize on your behalf stating that your are young and naïve. Our prices garnish the attention of prospective clients from across the country and we have had thousands of satisfied clients throughout our 20+ years of doing business. We do no hold vehicles without a down payment or deposit put on it. We pride ourselves in operating in a completely honest and respectful business etiquette. We do not take kind to your racial harassment and verbal abuse towards our team members. After your most recent tirade we had banned you from our establishment, leading to post this fictious review.  

  Customer Answer

  Date: 07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  First thiss all not true and I hope you turn your integrity by being honest and expressing your story right and professionally, second all my calls and ******** are recorded due to security reasons. Third absolutely you lied by saying I drove the car which I totally didn't also your staff were 18 years old serving clients to buy used unclean title and unprofessional services which I experienced and others. Fourth I am not the only customer with the same problem driving an hour and then it turns into time waste. Fifth I was treated very unprofessionally. Sixth My brother was not part of this completely. Seventh No one agreed on any car decision to make a deposit My partner witnessed all actions that were done by your staff. Seventh The experience that was received has zero knowledge not even a year in the business by (hiring uneducated staff sadly) Let me make it clear if you keep going back and forth, I will be more than happy to file case against and get the law involve by achieving your absolutely lie statement.
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair 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 found this place on ******* through the **** Driver platform and made an inquiry. ****** initially responded, but then I got switched over to ***** because ****** was too busy with other people.***** stated they were willing to pay off my current auto loan which only has a little over $3000 and asked me how much I could put down as a down-payment. I could only scrounge together $500 in a short amount of time, and he said he could make something work.i told him I was interested in a ******.Upon arrival, I told him what kind of car was looking for. He looked at my current car which is in good condition. I told him I needed a compact vehicle because I felt unsafe driving anything bigger. ***** showed a full size ********* ****** which already had a flat tire, even though he said it had new ones, and a *** **** which had a 100% deflated tire and needed a new brake job. After I put my foot down, he finally shows me a ****** ******* which I fell in love. The only thing it had wrong with was some minor cosmetic damage on a passenger door which I was willing to overlook if they could work with on the down-payment. He then goes upstairs to get me financed and then comes downstairs to let me know everything looks good and has me CALL MY INSURANCE COMPANY TO SWITCH TO THE *******. He then goes back upstairs and for all I know is up there for the longest time. He then calls me up to talk to the finance manager who calls the bank who apparebtly at first stated they could do it but then changed their minds because I don't have enough qualified money in my account. Apparently they didn't want to count **** as income? The finance manager said there was another bank but they wanted $4000 for a down-payment....for a used 2019 ****** *******. I have some negative equity with my current car, but it's just over $1000. then ***** kept trying to push the ****** on me EVEN WHEN I GOT INTO MY CAR AND WAS BACKING OUT! I think he was trying to sell me lemon!I was there for 4.5 to 5 hours.

  Business Response

  Date: 05/31/2023

  Re: *********************** Complaint # ********
  
  After carefully reviewing the complaint and investigating into the matter. We have concluded that our employees have not done anything out of the normal. We operated completely in good faith to provide a vehicle for the client. Unfortunately, due to circumstances beyond our control the application was not approved. Also, we do not sell lemon vehicles as the complaint mentions. We wish the best to the client in their future car buying endeavors.

• Initial Complaint

  Date:04/18/2023

  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.

  On 4/6/2023, an agreement to purchase was entered into with Fred's Executive Auto. The dealer was made aware that the trade would need to be towed. It was delivered along with the title in about 3 business days. After that, the dealer said a copy of my *** card was required by the bank. (Had they told me about this from the beginning, I would have declined and left their dealership). I objected and contacted their lender, ***************************. ******** not only wanted a copy, but it had to be a color copy of my *** card. I refused and said the Social Security website strongly advises against this. They replied my financing was denied. (My credit score is 831). The dealer tried to bully me into producing the copy saying I had a fraud alert and that I had to do it, they had plenty of customer cards on file and I signed an agreement that I would produce all documents required for financing. The dealer has a copy of my ******** State Real ID driver's license along with my social security number. The only item I see in the contract pertaining to financing states "you agree to sign any and all documents necessary to complete the terms of the transaction" - which I did. They are refusing to return the trade in by towing it back (approximately 3 miles) and are threatening to charge for use of the vehicle for about 2 weeks. They also admitted to "forgetting to inform" that a copy of the *** card was required. When they said their vehicle needed to be returned, it was - on their next business day. This contract was signed in good faith. They failed to inform me that a color photo copy of my Social Security card was required. The dealer voided the contract. I called about the trade-in and they told me to get my own financing. On 4/15 (the day they voided this deal), I went to another dealer and purchased a car (start to finish in 2.5 hours) without providing anything but my ******** State Real ID.

  Business Response

  Date: 05/24/2023

  Good afternoon,

  From: *********************** <*********************************>
  Date: Thu, May 25, 2023 at 2:04?PM
  Subject: Fred's Executive Auto, Complaint #********
  To: ***********@mybbb.org <*******@mybbb.org>
  
  Good afternoon ****************, 
  
  ************************* - Complaint #********
  
  The above-mentioned clients purchased a 2017 ***** ****** from our establishment on April 6th, 2023 and obtained financing with ******************. A vehicle was traded in as part of the above-mentioned transaction. ************************** notified the client that due to her credit account being locked, under ****** *****, they required additional documents to verify her identity. The documents were not submitted to the financial institution therefore they denied the financing of the loan. We offered them to obtain their own financing from a different source. However, they did not want pursue that course of action and opted to not purchase the vehicle. Which was amicably done a week and half after the initial purchase, we did not charge any amount for the usage. She requested us to pickup the vehicle from her house in which we sent someone to pick it up.  When the transaction was cancelled we notified her to pickup her up trade-in and that the title was also ready to be picked up. We gave the clients a five day window to pick up the vehicle that they wanted to trade in. They claimed that we were to tow it back to their residence because they shouldn’t have to. We have never threatened them with, as she put, “use of vehicle fee” or anything related. The trade-in vehicle is currently at a storage lot half a mile away that we are not associated with. We operated completely in good faith, notified and gave them ample time to pick the vehicle up without charge. We provided them the address and contact information for the storage lot. We do not control how much they charge per day or for release.

  Customer Answer

  Date: 05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I was threatened with monetary action for use of a vehicle I thought I had purchased.  The documents they wanted is unheard of - a color photo copy of my social security card?  My credit account locked?  If that were true, how did I obtain financing for another vehicle with just my driver's license?  They were dishonest and my "fraud alert" went up when they asked for the copy of my social security card.  They can keep the trade in since they have a signed title.  No telling what they may have done to it already anyway.  

  Bad business practice to threaten and/or bully clients.  Had they told me upfront their document requirement, I would have said "no, keep the car".

  Regards,
  
  *************************

  Business Response

  Date: 06/09/2023

  ****************** claims that we practice bad business, which is far from the truth. We operated completely in good faith. When she purchased the vehicle initially, she understood that we are not the lender, and that **************** services is the loan provider. When ******** called her to complete the interview date, requested certain documents, which she failed to provide. Due to her actions,******** refused to finalize the loan. We offered her the option to obtain her own financing in which she declined and requested to cancel the vehicle purchase in which we obliged. She demanded that we pick up the vehicle that she didn't want anymore, we agreed to void the sale, and requested her to pick up her trade-in as well. As we told her multiple times, the title is not signed and ready for pick up along with her vehicle. The title for her vehicle was sent via USPS priority mail on June 6, 2023 to her residence. We have never threatened, or bullied her to any extent contrary to her statements. We are not interested in her 2004 **** ***** with over 200,000 miles that does not run or operate nor is the storage lot. She insinuates that we messed with car by stating no telling what they may have done with it already. Again, we firmly state that we operated completely in good faith and attempted to satisfy the client on multiple occasions. Instead, she has opted to complain in a public forum that her egregious demands were not met and that we misled her.
  *******************

  Customer Answer

  Date: 06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The title was received but no address was given for the location of the 2004 ****.  The enclosed note also said they would charge daily if it wasn't picked up the next day.  I stand by my statements of them making threats and attempting to bully me.  I used a public forum because the public needs to know how they treat customers or maybe it is because I am older and they thought I would just take the treatment.  I want this matter to be done with.  It is important for them to be clear about the location and dates.

  Regards,
  
  *************************

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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 ***** ***** 2020 from Fred's Executive Auto on November 12th, 2022. I put down 15,000 and am still paying back 10,000.. The car has major isssues and sustained damage while under the care of Fred's Executive Auto, they did not make me aware of this and tried to make me pay for the damage. They ended up paying after I found out that they were at fault for the damage but after the repair I received the car back damaged. Upon seeing this I decided I would very much rather have my money back. The car they sold me was not what was advertised. The car has sustained moderate damage and the people they have had working on the car have only made it worse. I have tried going to several body shops to have the car repaired.. They refuse after seeing the work that was previously done on the car. I don't know what to do at this point. I am a young girl who feels like she was taken advantage of. I put down most of my money on this car and I'm starting to feel like the whole transaction was fraudulent.

  Business Response

  Date: 03/07/2023

  Attention: ***** ******: 
  On 11/12/2022, *** ****** signed the "Customer Delivery Checklist" and initialed the form. On the "Customer Delivery Checklist", she initialed that 'I have personally inspected the vehicle, had an opportunity to test drive it and found it free from any reasonably discoverable damage and/or defects.' *** ****** also signed and initialed the "Delivery and Acceptance" form. She initialed 'I fully understand that I am buying this vehicle and all the equipment and all the accessories thereon in an "AS-IS" condition.' (C) *** ****** signed the "Buyers Order" on 11/12/22. On the "Buyers Order", she signed the AS-IS box "AS IS I understand that this vehicle is being sold "AS IS" with all faults and is not covered by any dealer warranty. I understand that the dealer is not required to make any repairs after I buy this vehicle. I will have to pay for any repairs this vehicle will need." (D) *** ****** signed the "Buyers Guide" where it states that the 2020 Honda Civic is being sold AS-IS- NO DEALER WARRANTY. (E) *** ****** signed the "Acknowledgement As To Vehicle Prior Damage/Accident" form. (F) *** ****** signed the "Acknowledgement As To Vehicle Prior History" Document. (G) *** ****** signed the "Acknowledgement As To Vehicle Prior Defects" Document. (H) *** ****** signed the "Disclosure of Structural Damage” form. (I) *** ****** signed the "WE OWE" form where it states that NOTHING HAS BEEN PROMISED to her. (J) *** ****** signed the "Acknowledgement Of AS-IS Sale" Document. On this form it states, 'I understand that this vehicle is being sold "AS IS" with all faults and is not covered by any dealer warranty. I understand that the dealer is not required to make any repairs after I buy this vehicle. I will have to pay for any repairs this vehicle will need.' (K) *** ****** signed the ****** Report. On the ****** Report, it says this vehicle has been in an accident. 
  Thanks 
  Deen