Complaints

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto Connection did not inform me the vehicle I purchased was involved in a front collision, causing the airbag to deploy and also front frame damage. After getting an alignment done I was told the vehicle had major frame damage. Airbag light continues to go on and off..

  Business response

  11/13/2023

  In response to ********************** complaint, we would like to clarify that she has owned the vehicle for over two years. It is important to note that approximately 50% of all cars on the road have experienced some form of accident, which does not inherently diminish the quality or safety of the vehicle. It appears that ******************* herself has been in an accident in this car since her purchase. This vehicle not only passed Virginia State inspection but also passed Inspection in DC.
  We understand her concerns and are willing as a curtsy to inspect her vehicles alignment and find out why the airbag light keeps coming on and off.
  We invite ****************** to visit our service center at her earliest convenience. Our experienced technicians will conduct a thorough examination to determine the cause of the airbag light issue. Often, such problems can be minor, potentially caused by objects like a bottle rolling under the seats, which is where many airbag-related wires are located. We have encountered similar situations in the past. 
  
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please read the attached emails for in depth clarification. I purchased a vehicle, the engine light came on the next day, I returned it. Previously when I purchased a vehicle from here and the engine light came on, they rebuilt in 4 times before finally replacing it on my 5th return. I went 3 months after purchasing that ******** *** without having it due to that reason. They kept it here. When this engine light came on I notified them less than 24 hours later. Brought it back. Test drove a **** against my desire, feeling rushed and needing something I said lets do it. Pulled it from the test drive to have it detailed and the engine, battery, and oil light all came on. Said NO WAY can this be vehicle number 3 like that. I was literally going to leave and was offered a nice **** ****. Drove smoothly. Clean interior. No lights on. I take care of my elderly mother and have a child.  Let’s do it so I have something. Next day, all the lights come on AGAIN! I’ve come multiple days. Last Thursday I spent my son’s birthday here the entire day. From 9:30am until 4:29pm. Didn’t get home until 7:15pm. Today I’ve been here since 10am and it’s now 6:05pm and I am still here and my truck still won’t be fixed and the supervisor mechanics doesn’t know what’s wrong or how to fix it. I am asking to have my vehicle serviced by **** themselves at Auto Connection’s Expense since they cannot figure out how to service the vehicle. All of the lights are still on. Causing it to fail inspection, preventing me from getting hard tags. PLEASE HELP!!!

  Business response

  04/02/2023

  I believe we have resolved our customers issues and reason for wanting to take her vehicle to ****. If she has any other issues or needs help with anything else please call us at ************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a phone call from Auto Connection regarding an approval for a auto loan of 27,000 on 03/09/2023 from *************************** the finance company.I already had spoken with ****** regarding employment and hours and was told that I was approved and what I needed and who to ask for upon arriving (****, ***** or ***). When I arrived on 03/13/2023. I was then told that I was not approved do to length of employment and hours. I Then spoke with ***** whom I explained to him of me being misrepresented and deceived in them trying to make a sale. And the commute I had to take and the medical issue that I had and would have to take a taxi back home. The sales person then told me of his medical issue and that I could walk and that he was unsure of me shooting someone . When addressing legitimate concerns and and compliants I am pretty sure that I also heard him address me as ****** a car to *****. And expressed to him that I had asked these questions for that reason of the medical and the commute. I would like to add that everyone who has legitimate compliant is not going to shoot anyone.

  Business response

  03/24/2023

  Dear customer, I am sorry you did not have a great experience. you were approved based off the income you provided us over the phone. Unfortunately when you came in your pay stub did not reflect that amount. I know you spoke to our management and we told you if you can get us a paystub showing full time hours we can help you. We would really like to help you get into a vehicle. Please let us know if you can get a paystub showing full time hours and we will do what we can to get you into a car. We will also deduct the amount you are requesting from your loan to try to help you out. Please call our customer care department at ************ so we can let you know exactly what we need so the next time you come down you are driving away.

  Customer response

  03/26/2023

  [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:
   Complaint: ********
  
  I am rejecting this response because: I donot want to further purchase a car from this business.And would like to be compensated for the expense that I encured for transportation that I paid when I already had spoken to two loan officers in finance regarding my hours and employment and was told to still come in with the same information that I asked them over the phone and then provided to them when coming in on03/13/2023.

  This was more than a bad experience. I then spoke with ***** about the situation of what I was told and let him know that I had asked these questions because of the distance that I had to travel and the medical issue that had.  II was then told that I was going to shoot someone and was told  that they where selling a car to *****. Regardless of who you fell I am and I repeat fell that I am politically that has nothing to do with the questions that I asked before coming out and what I was told. And that I was going to shoot someone first I donot own a gun donot have criminal record and don't have to handle a compliant that way. That is why they have the Better Business Bureau. I thinkthat is far better when a business like this gets enough compliants of there deceptiveness in trying to make a sale and there unprofessional staff's response's and accusations  then the business will eventually be closed and then perhaps the salesman that told me that I could walk might be walking himself and maybe he can find a better job in helping catch a real criminal. I am also providing text messages to me from Auto Connection regarding approval what was needed upon discussion base on my hours and employment situation beforehand and was still told to come out.

  Regards,

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

• Initial Complaint

  04/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came here to this car dealership to help my younger brother get a car and he doesn't have the best credit. The manager, Jay, got my cell phone number from the credit application to text me personally to ask me on a date. After me not responding they are now calling me saying there's an issue with the application. I've had multiple employees hang up on me. I'm extremely upset and cannot believe someone can use a credit application for their own personal uses.

  Business response

  05/02/2022

  *** ****** and her younger brother were referred to us by another customer who purchased a car. We were able to secure financing regardless of credit and sell them a car. When she purchased the vehicle, her social security number was incorrect on the Application she signed. The bank caught this mistake in the funding process so it modified her approval a bit. This was not a conspiracy against her that she claims, she signed the application and verified her information was correct, which it was not. She came in this weekend and resigned. We also gave her the option to cancel the deal if she was unhappy, and she chose not to cancel it. Jay's job is to contact every customer to thank them for their business and inform them the bank will be calling them soon to complete a customer interview. I see no request for anything in her letter so I am simply responding as best I can to her complaint. If she needs any further assistance, she is welcome to reach out to the dealership and we would be happy to assist her. 
  Chris W******* 
  General Mgr. Auto Connection 
  
  

  Customer response

  05/03/2022

  [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:
  
  Jay did not get my number to contact me about the car or my happiness with it or the business. He got my number from a credit application (completely illegal) to text me everyday trying to ask me out. He also texted me when I was inside of the dealership the second time telling me I “looked sexy”. I have all the text messages as well and one where he states - “i hope you don’t think it’s weird i got your number from the application”.
  
  Also, as much as I wish this was over, it is not- when my brother and I came in to “resign the contract” this also happened- 
  
  ‘Tony H*****’ the sales representative that “helped us” refused to complete the contract if we did not get the warranty which he increased on this new contract with no explanation. I’m assuming where it states we were “given the option” to not complete the contract this is what is meant. He said to both my brother and myself “if you do not keep the warranty we are not selling the car, we as a business can refuse to sign this contract if you do not get the warranty”, which I’m pretty sure is illegal as well. He legitimately told us to get up and leave and they will refund the down payment if we do not keep the warranty. My brother and I  drove to the dealership in the vehicle we were purchasing, an hour and a half away from home. Tony increased the warranty by $500, from $2100 to $2600, with no explanation, except that it’s because “you’re at a different tier and I had to move the money around for the back end costs”. Also, my social was written correctly- my credit was pulled before I gave a copy of my social security card and if it was written incorrectly how would one pull up my credit report and talk to me about things on it? Regardless the practices of this business are completely unethical. They are taking advantage of people in terrible situations who have other choice and clearly bully them into a contract regardless of the satisfaction.

  Business response

  05/12/2022

  To whom it may concern: 
  This is Auto Connections 2nd response to this customer's complaint. Auto Connection has thoroughly reviewed all the text messages as we also have them. ****** ****** was just as involved in the text messages as the gentlemen she is accusing of wrong doing as we read each and every message. She specifically told him it was ok, agreed to go out with him the following weekend, etc. At no point did she ask him to not text her or imply it was inappropriate. This is 2 consenting adults communicating on a personal level, NOT one harassing the other. If she intends to file a formal complaint, the least she can do is be honest about it. 
  Finally, the social security number was in fact incorrect on the application she signed originally, which the bank caught, not us. You can still get a credit report if the social is off by one digit. If the information was correct the 1st time, none of this would be happening. Auto connection did everything in its power to fix this situation and avoid the deal being cancelled by the bank, which is exactly what the bank tried to do. The amount she financed was no more than the original deal and the payments did not increase at all. We gave her the option to cancel the deal if she did not want to resign, and they chose to purchase the car. If she was so unhappy with the deal, she could have simply walked away. We help people in terrible situations, we do not bully them. 
  Auto Connection 
  
  

*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. ↩