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:12/30/2024

  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 brought my 2024 chevrolet silverado to Brattlboro Automall to have them install a sander wire harness on November 14 2024. Doing so they improperly installed the harness, resulting in electrical fire on November 17 2024. They have done nothing to resolve the situation after admitting to poorly installing the wiring harness. I have been without my truck now for almost 2 months and have had many out of pocket expenses do to they're mistake.

  Business Response

  Date: 01/02/2025

  Good evening, the only truth in this claim is that we did install a sander wiring harness and there was a fire over 3 days after we did this.   We install these harnesses daily and our technicians are highly trained in doing so.  The wire that allegedly caused the fire is melted on the outside not from the inside in as it would be if it shorted out and the fuse did not blow which also would have happened.  It could not be any clearer that the fire on this truck had absolutely nothing to do with our wiring harness.  Additionally, this customer had chosen to ignore the facts of the case and stand Infront of our business spreading false information that is nothing more than his own fabricated version of events.  

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Brattlboro Automall is completely responsible for the fire. The fire stemed from the wiring harness they installed. The service manager ***** admitted when he first saw the damages that it was a lousy wiring job, and so did the " certified technician" that he pulled to check it out initially. My insurance company said it was from they're wiring and so did springfeild gmc, the dealer it's at now. The only other explanation that ***** ****** and they're head tech had was that it was MAYBE the oil ****** undercoating that I applied wich is non flammable and is applied daily never resulting in fire. Witch infact ***** said he found it was non flammable aswell but he "still wasn't sure". The way they wired it was improper, multiple facts showing by zip tieing the wires to the torsion bar ( a moving suspension component ), leaving wire insulator hanging out of the firewall laying on the manifold to melt. They used a "jumper wire" (as I would call it) over the top of the fuse box to connect it to the ignition. They left the wires that plug into the sander in the back of the truck just hanging without securing the foot of wires, and also pinched the wires above my spare tire as springfeild gmc found. In the 3 weeks they had my truck all they did is try to find ways to blame it on me and swipe it under the rug with giving me no solid awnsers. **** the general manager afford to "fix it", cobbing it together and not fixing everything that was damaged. His offer was to half way fix it, only if I signed a *** and a release of liability for so he wouldn't even warranty fixing what he already messed up. I've been very patient and calm throughout this whole process. But I'm out of pocket a lot of money on now a devalued truck. I gave them many opportunities to rectify this situation and they have only tried to blame it on me. I have begun a peaceful protest on Brattleboro Auto Mall. They have shown zero urgency or motivation to actually rectify the situation. This is a crucial problem for me that they made. So I have decided to peacefully protest to share the fealing that I've had for almost 2 months now with Automall. They need to buy me out of my truck plow and expenses they caused at a reasonable number 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 01/11/2025

  Tell uOn 11/14/2025 we installed a sander harness on **** ******** 2024 ***** Silverado.   The facts are as follows.
  The harness was not installed incorrectly, we followed Bosss wiring instructions to do the installation which does include a jumper wire to the ignition.  We follow these instructions on all the ******* we install.  The wire that ********** is alleging started the fire was only burned on the outside.  If this wire caused a fire, it would have melted from the inside out which it did not, it also would have blown the inline fuse that we installed, and it did not. Furthermore, the connector at the rear of the truck still had power to it which it would not have if it had shorted out.  The conduit was burned from the outside from an open flame of some type that was not associated with the installation of the sander harness and did not affect the wire.        
  All the wiring is run through the drivers side of the vehicle and the fire clearly originated on the passenger side.  The wire was tied to the torsion bar, which is a suspension component with very limited movement, it was wrapped in protective conduit to protect it from any potential wear.
  
  Nowhere in Mr. ******** claim does he mention the fact that there is clear fire damage originating from the undercarriage of the truck on the opposite side from where the harness is and a minimum of four feet behind the engine compartment.  A state certified fire inspector has examined
  the evidence and is of the opinion that there is no way the fire started on the wire in question.  There are a number if things that could have caused this fire up to and including a paper bag being pickup up from the highway and lodging itself against the catalytic converter but it definitely not start from the sander harness.
  We did in good faith offer to help Mr. ******* with the repairs, however he turned down our offer.  Instead, he has chosen to try to harm our business by spreading false information about the incident which is baseless and without evidence.  We have photos and videos backing up our position on this incident and at this point based on Mr. ******* unreasonable demands we have turned the matter over to our insurance company and attorney so they can conduct their own independent investigation and mediate the situation.

• Initial Complaint

  Date:11/15/2024

  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.

  My Chevrolet Silverado, with less than ***** miles on it. Decided to shred itself underneath. I don't know anything about vehicles, but I figured it wouldn't be a problem that state farm insurance and a certified g m dealership could work out my vehicle getting fixed. Brattleboro auto mall refuse to do business with my insurance agency and there. Way of doing things and charged me three hundred and sixty dollars after holding my car hostage for ten days and not even telling me that they were doing any work on my vehicle. I do not understand what i'm paying for but I had to pay three hundred and sixty dollars for them to release my vehicle to go to another place of business so that it could actually be fixed. How is this company in business? And how is ****** the business manager over the service department? How is he in any way, shape or form a good person?When he calls me and says, why do I have your truck and I say, I don't know something's wrong with ******'ll have to go through my insurance company and his response was, oh, this is an insurance claim?We're not gonna get paid and hung up on me. This is not only I am being ripped off.This is an ethics complaint with this department with this company. Feel free to reach out to me at any time to get clarification.And I will be happy to call ****** a liar to his face if need be. But I don't know what kind of business they're running up there, but it's not ethical. How do you pay 360? Dollars for a company to hold your car hostage for ten days?

  Business Response

  Date: 11/21/2024

  We would love to discuss this matter further with the customer.  ********************* diagnosed the vehicle and was waiting for the customers insurance company to come out and inspect the vehicle.  The charges were for the time to diagnose the damage to the undercarriage.  

• Initial Complaint

  Date:03/26/2024

  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 am writing to file a complaint against Brattleboro Automall regarding the purchase of a 2015 Jeep Wrangler in June of 2023. The vehicle had only ****** miles at the time of purchase and was sold to me under the premise of a bumper-to-bumper warranty. This warranty was a significant factor in my decision to purchase the vehicle, as I would not have proceeded with the purchase otherwise.Recently, the vehicle experienced engine problems, necessitating extensive repairs, including the need ultimately for a new engine. However, to my dismay, the warranty company has declined to cover the costs of these repairs, citing aftermarket parts that were installed on the vehicle. It is crucial to note that all aftermarket parts were already installed on the vehicle at the time of purchase, and I made no additional modifications myself.I find it deeply misleading and unethical that Automall intentionally sold me a vehicle with aftermarket parts that would ultimately void the warranty without disclosing this crucial information. The warranty company provided me a list of the 15 items that voided this warranty, all of them present at the time of purchase. I am now left with a substantial repair bill due to information that I believe was intentionally withheld from me during the sale. I have tried to work with Automall in good faith. Their latest suggestion is that I take out an additional loan of $12k for a new engine, which is completely unreasonable. The vehicle has been sitting at Brattleboro Auto Mall for two months, and in its present state, my bill is $3000. I am a first responder and a full-time student in nursing school. Thankfully, I have been able to borrow vehicles from family. I urge the Better Business Bureau to investigate this matter and take appropriate action against Brattleboro Automall for its deceptive practices. I seek a reasonable resolution that holds the dealership accountable and ensures that I am not financially burdened due to their negligence.

  Business Response

  Date: 04/01/2024

  Good afternoon, I am sorry to hear the **************** is having problems with his Jeep.  Warranty Solutions does have the ability to insect the vehicle when a claim is submitted and has the option to deny the claim based on factors such has aftermarket parts, lack of proper maintenance or abuse of the vehicle.  If the contract is cancelled, the customer is entitled to one hundred percent of the contract purchase price regardless of any past claims.  In this case it does appear that the contract was canceled by the inspector and a credit issued for the $3,778 that is stated on the copy of the contract attached.  When purchasing an extended warranty, the terms of the contract are listed and state that this can happen.

  With that said I am going to reach out to the customer and see if I can help make sense of this and try to assist in the repair process.  

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear Brattleboro Automall,
  Thank you for your response regarding my complaint. While I appreciate your efforts to reach out and address the situation, I must express my disappointment in the response provided.
  It appears there may be a misunderstanding regarding the nature of my complaint. While I understand that warranty companies have the discretion to deny claims based on various factors, the crux of the issue lies in the fact that the vehicle I purchased was sold to me under the premise of a bumper-to-bumper warranty, despite not meeting the qualifications for such coverage.
  The heart of the matter is the misrepresentation of the warranty at the time of sale. The warranty company's decision to deny coverage due to aftermarket parts is only a symptom of the larger problem namely, the sale of a warranty for a vehicle that was ineligible for such coverage from the outset.
  As a consumer, I placed my trust in the dealership to provide accurate and transparent information regarding the vehicle and its warranty coverage. It is deeply troubling to learn that the vehicle I purchased did not qualify for the warranty that was presented to me as part of the sales process.
  Furthermore, the letter that the warranty company sent to me identified 15 reasons for denying my claim only serves to underscore the gravity of this situation. It is clear that there were multiple issues with the vehicle that should have been disclosed to me prior to purchase.
  This situation raises serious concerns about the integrity and honesty of the sales practices employed by Brattleboro Automall. Selling a warranty for a vehicle that does not meet the necessary criteria appears to be a clear case of misrepresentation, if not outright fraud.
  I urge you to acknowledge the gravity of this issue and take meaningful steps to rectify the situation. It is imperative that the dealership take responsibility for its actions and work towards a fair and just resolution that addresses the financial burden imposed on me as a result of these deceptive practices.
  I look forward to your prompt attention to this matter and a swift resolution.
  

  Sincerely,
  ***********************
  
  
  
  

   

• Initial Complaint

  Date:02/20/2024

  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.

  Our 2015 ***** Equinox broke down on the side of 91 and we had it towed to the Auto Mall. They told us that we would need a new car as the engine blew. We advised them that our bank account had been hacked and we did not have money to put down and our credit was bad due to the hacking. They advised they had a $10500. blue car on the lot with high mileage but would be in our price range of $400 or less a month. We went in to see them and talked to a young man who then went behind a glass partition and spoke to another man and then came back out. We sat there for 3 hours without anyone saying anything about the car. Finally the young man came over and said lets look at the car. We went out and the car was now red and a ****** It was nothing special and had damage from a tree falling on it, which he never would have told us if I had not asked. I asked what happened to the other car and he said oh, it would not get approved because of the high miles. We took it for a drive and it was not ideal but where they did not have anything else and I am on disability and have doctors appts every week we needed a car. We went to sign papers and still did not know price of car. We got the name of loan company and when my husband looked up our account on line, he found we were being charged ****% on $30000. Our payments are $700 amonth. This not even a new car. Two elderly people on ******** cannot afford a $700 payment. We tried working with the loan company but they will not work with us. We have tried going back to Auto Mall but they will do nothing. There bait and switch has us in a mess as we cannot get rid of this car and cannot pay for it.

  Business Response

  Date: 02/21/2024

  Good afternoon, I take great offense to the implication that we bait and switched you to purchase a vehicle.  Any time we discuss anything on the phone it is always contingent on your actual credit score and what the banks stipulations of the new loan are.  In this case you came to us with a broken down vehicle with a blown engine that you owed almost $3,000 on that needed to be absorbed by the new vehicle and still fall into the loan to value guidelines set by the lender.

  We were able to find a vehicle that accomplished the absorption and then showed you the vehicle, went over the details of the vehicle and then presented you with a proposal disclosing the details which you signed before ever entering our finance office to finalize your paperwork.  At any point you were allowed to walk away however you stated that you absolutely needed a vehicle to get to and from your appointments.  The payment, rate and all other details were disclosed to you and your wife and your signatures are on all the contracts.  

  Regretting your decision to purchase a vehicle does not under any circumstance justify your unjustified and offensive accusation that we bait and switched you to buy your vehicle.  You looked at and test drove the vehicle and then went over the details before ever leaving the dealership in the vehicle. 

  Thank you

  ************************************ Manager

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****** And *****

   

   

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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 2/6/23 my vehicle was repaired by AutoMall. My diesel fuel gelled due to extremely low temperature in *********** over the prior weekend. When I arrived to hand them my keys I was met by ****** who let me know there would be an hour of labor to diagnose the no-start condition. I approved and signed the repair order with the expectation that he call me if they needed to do a fuel filter replacement as I have a wholesale account with the local ******** Auto Parts and could get a GM OEM filter for 50% less than the dealer. He agreed and I went on my way. During my lunch break, he called me to let me know that the car was done and what my bill was. I was charged an extra 1/2 hour of labor and full retail price for a fuel filter. I did not authorize the charges. Service Manager and Sales Manager both did nothing and gave me the brush off, very disrespectful. I would like a refund for the cost of the filter and the 30 minutes of labor that I did not authorize. As a fellow automotive industry professional I feel very disappointed in the way I was treated by this dealership. I will not be returning, nor will I be recommending them to friends or family.

  Business Response

  Date: 02/18/2023

  Good morning, there is a lot of confusion for us on this compliant.  At the time ************** came in he authorized us to diagnose the vehicle and stated that if it needed a fuel filter to go ahead and put one in.  As we explained the 1 hour is for diagnoses and does not include any repairs.  We put the fuel filter in that ************** authorized at which point he happily came in and paid his bill and thanked everyone involved for getting his truck fixed so quickly.  It was not until a week later that anything in this complaint was mentioned.  

  In an effort to show good faith I would be happy to give ************** a free oil change voucher which on his truck is a $90.00 value.

   

  Thank you

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as 

  
  I made it exceedingly clear that I wanted a call if you had to install a fuel filter as I wanted to get one from OReilly due to the large variable in cost. This did not happen. Since I will not be returning to your dealership for service, I will not accept a voucher for a free oil change. I would like the cost of the fuel filter and the 1/2 hour of labor refunded to me, a value that is very similar. I would actually like that entire line item refunded but only due to the way I was treated when I went back. Im not 13 years old, I know what I am talking about. Patronizing customers is not the answer. The only reason I didnt complain in the moment was because I was on my lunch break and needed to return to work. I under no circumstances authorized anything over the $119 hour without first being called. 

   
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 9/25/2022 I traded my vehicle that was purchased from Auto Mall in on another vehicle. I contacted the dealership in early October (10/5) and spoke to ************** the finance manager to get refund of warranties purchased as well as GAP coverage. ************** informed me that GAP was automatic by finance company and that for the warranty items I would need to show proof of trade in and mileage. Paperwork was submitted promptly on 10/5/22 and ************** confirmed. On 11/7/22 I asked for update from ************** and gave address again for payment to be mailed to. On 11/21/22 I had not received a response and again contacted My. ***** to get status. On 11/22/22 ************** responded he would look into the matter. 11/25/2022 ************** finally responded that I should again be getting a check and receive it no later than 12/9/2022 and again confirmed my correct and same mailing address. His reply on 11/25/2022 was that he would assure it was mailed correctly to my PO box address i gave him on 4 occasions now. On 12/9/2022 I sent notice to ************** that as of end of the day 12/9/2022 the day he assured I would have payment, I had nothing. He responded he would call me on Saturday yet never heard from him. Now 12/14/2022 I still have not heard a response from latest contact last friday, I have not received my reimbursement, and its need 60+ days of trying to get this resolved.

  Business Response

  Date: 12/19/2022

  Good afternoon, We have received this cancelation request.  It originally required additional documents in order for us to process the cancelation which are now all in house.  The cancelation was processed which means the next step is for us to wait for the money to hit our account.  Once the money hits our account the checks are processed on or around the 1st and the 15th of the month.  I will make sure ********** receives his check right away.   We will reach out personally to confirm shipping.  

  Customer Answer

  Date: 12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  for the record, this is the same response I have gotten for *****+ days. I find it untrustworthy.
  
  Regards,
  
  ***************

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I wanted to update that this case is still not satisfied. Its been 30 days almost and the business is now ignoring me