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:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a 2012 Toyota Corolla from automax on earl core road on 12/30/2024.their shop had the vehicle replacing the front bumper, brakes and rotors and some gasket that was leaking oil so I was told it be ready to pickup around 1/10/2025. Ok 1/8/2025 Carter txt and said it's done and can co.e get it. I did and from middle of front bumper to the driver side came apart from the body. I did.mot.compmaim about that, or mirror's not working and lights inside and outside not properly working ( but vehicle had a new 2 yr sticker just put on ) I didn't complain till 1/16/2025 because the engine started knocking and locked up I assume, it quit and wouldn't turn over. I had to pay to get it home and pay to take to automax and about to make my second payment and I have no car and they haven't touched it to fix like he said he would. Been 4 weeks now and he won't even contact me about what's going on

  Business Response

  Date: 02/20/2025

  
  Customer over revved the engine and blew a hole through the block.  We are currently working with the warranty company to try and get it covered.  It’s taking a little longer due to customer neglect.  We will advise him of the status when we hear back from the warranty company.
  
  Jared H*******

• Initial Complaint

  Date:01/22/2024

  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 bought a 2011 **** ***** ******** ****** from AutoMax Preowned Vehicles in April of 2023. I have not fully got to drive it for probably a full month due to being back in their garage. The problem wasn't fixed right the first time so took it back to be fixed again. It took 3 times being there to finally pass MD inspection, however my car kept overheating, no heat, in the winter months, I called and text owner, no reply. Finally when able to reach someone, they told me to bring car over to the garage, it broke down on me getting it there, had to have it towed. I called a few days later to see what was wrong with it, the lady said it needs a new engine. To find out, the warranty company told me, the lady had called back in August of 2023 and said it needed an engine and the warranty company said okay send proof or something like that but Auto Max didn't follow through with the warranty. However, when car was in the garage, they gave it back to me knowing then it needed an engine but said nothing to me about it. This time I have called and text the owner, Jared ********, about a rental, to buy my car back or something and he hasn't returned any messages or nothing. I've dealt with a broken down vehicle since April 2023. I have looked into the lemon law but everything I've read up on is for vehicle's 2018 and newer so that's why I'm reaching out to you for help. On here is another address for Auto Max because the address I bought it from wouldn't pop up but the address is *** *** ****** ***** Morgantown, WV. I have also provided photos. If anything else is needed, please let me know. Thank you. ***** ******

  Business Response

  Date: 01/31/2024

  January 31, 2024
  
  ***** ****** informed Auto Max that her 2011 **** ******** that she purchased in April 2022 did not pass a MD state inspection. Vehicle state inspections in the state of MD are known to be extremely strict and when the vehicle didn’t pass, we told the customer we would fix the issues as a courtesy even they we had no obligation to do so.  The customer did not pay for any of the repairs.  In July 2022 the vehicle’s check engine light came on and the vehicle was towed to our facility. 

  Our technician replaced the left cylinder, head gasket, spark plugs, ignition coil and all 6 fuel injectors. Again, the customer did not pay for any repairs.  In October 2022, the customer brought back the vehicle for overheating.  Our technician found a leaking hose and low coolant. We replaced the PCM with a miss fire along with the battery. Once again, the customer did not pay for anything. In January 2024, the vehicle was towed back to Auto Max. Upon inspection by our technician, the oil filter housing was discovered to be cracked and leaking. Potentially, whoever changed the oil last (this was not done at Auto Max) over tightened the oil filter cap.  The customer took the vehicle to another repair shop who made the customer aware of the crack.  This repair shop opened a warranty claim but ended up not doing the repair. 

  The customer continued to drive the vehicle with the cracked housing which caused the motor to blow up.  ***** ****** has not paid Auto Max for one repair whether the repair was covered by warranty or not.  Auto Max even reimbursed the customer $600.00 for her first car payment and gave her alternative transportation every single time her car was getting repairs.  The customer knew the vehicle was leaking oil and continued to drive the vehicle, blowing up the engine. Her car is at our repair shop currently and we are working with the warranty company to try and get covered.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the 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,
  
  ***** ******

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising 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.

  Purchased vehicle in Oct 2022 after driving off the lot problems started with the front in. Let them know nothing was done. April 2023 Car just stopped running wouldnt start. Had to be towed not once but three times. quoted 3100 to fix because the ac compressor and starter went out of the car. Contacted them again and they wouldnt do anything about it.

  Business Response

  Date: 06/06/2023

  Kerri ********* purchased a 2020 GMC Terrain from Auto Max CDJR on 10/20/22.  The vehicle came with a 30 day/1000 mile bumper to bumper warranty.  The customer did not purchase an extended warranty.  The customer first made contact about problems with her vehicle in April 2023.  She contacted her sales rep and said she had the vehicle towed to another dealership.  Our sales rep told her to get the vehicle to our service department so it could be checked out by one of our technicians.  The customer never had the vehicle brought to our service department and the quotes she is getting is from another dealership's service department.  We need the customer to bring the vehicle to Auto Max Service Center to get a diagnostic check in order to help her.  We are unable to do that if the vehicle is somewhere else.  

   

  Jared ********

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the 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 have text message to prove that i reached out On Nov 29th at 4:54pm to let Ralph Neal know there was issues with the car. reached out again on Dec 3 9:51 am I was told i could only take it to one shop when i reached out and they have multiple shops closer to me. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Kerri *********

• Initial Complaint

  Date:12/02/2022

  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 financed a used 2012 Chevy Cruise from Auto Max last September (2021). I only drive this car 1.8 miles to work and back 5 days per week, with an occasional trip (once every 2-3 months) to Pittsburgh - an hour drive. Within the first month, the check engine light came on. I have taken this car to a combination of both local Auto Max service centers every month since. The first several months of taking it back with the same issue, they claimed it was a faulty wire. Don just reset the dashboard every couple of weeks so the engine light would turn off and he assured me it was safe to continue driving. "Nothing was wrong". Every 3-4 weeks for the next several months, I would have to take time out of my work day to take it back with the same issue. Finally tried the sabraton location. They eventually started "replacing parts", but never gave me paperwork on which parts were replaced, and I had to keep a mental note and remind them of the list of part names replaced every time I took it there after. They never gave me paperwork on those parts "replaced", but they were inexpensive parts. The most recent month I took it in with same issues, I had to take off work 2 separate days so they could continue diagnosing the issue (at this point, had the car about 9-10 months. Don took it for a test drive. I was told that the engine light keeps turning on now because the catalytic converter is going bad. The car was quickly losing power with each month I brought it in. Logan promised he would contact the extended warranty company the next morning to find out if a catalytic converter would be covered to replace. Never heard from him. The car now has almost no power going up hill. Now a year in, and the check light engine is STILL on, my car has no power, and I am paying $400 per month to the financing company for this lemon.

  Business Response

  Date: 12/22/2022

  The vehicle was in our shop for an initial repair which was the replacement of an O2 sensor. A catalytic convertor was ordered so it could be replaced. An appointment was made to replace the catalytic convertor, but the customer does not keep her appointments and then randomly shows up at the end of workday expecting the vehicle to be fixed. Because of the customer repeatedly missing her scheduled appointments, we have returned the part. The customer has not paid for any repairs, and we are fully committed to fixing the vehicle, but we must have the vehicle in the shop to resolve the problem. If she contacts our service center, we can reorder the part and gladly fix the problem with no cost to the customer. This problem would have been resolved sooner if the customer would have kept her appointments.

  Jared Hartsock, Owner