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:12/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 had an issue this year purchasing a vehicle from a car auction, Delaware Auto Exchange. Delaware Auto Exchange listed a 2013 Nissan Altima on there website with a mileage of 68,078. On the bill of Sale, the mileage is again, listed as 68,078. The certificate of title has the mileage listed as 67,942. I made the purchase based on my understanding that the mileage listed was correct, as it was listed roughly the same on three different documents. However, after I took the car to have it checked at Midas, they said the car was a “lemon”.
  
  I attempted to trade the car in for another vehicle and learned the car’s listed mileage was incorrect from a CarFax report. The actual mileage was listed as 167,942, next to the mileage it said “odometer problem reported” on the CarFax. I was not aware the mileage was incorrect. I contacted Delaware Auto Exchange and asked for a refund, they said under “announcements” on their website the acronym TMU is listed. To be clear, TMU means “True Mileage Unknown”, it is not spelled out on the website just the acronym. On the bill of Sale next to the mileage in the same font as the rest of the details of the car it says “Mileage Exempt”.
  
  I explained to multiple people at Delaware Auto Exchange that the listing is confusing. The odometer was tampered with since the mileage is unknown, which is illegal. It says one thing on the website, in an acronym that isn’t spelled out. The bill of Sale process is just signing the contract, nothing is explained, so I wouldn’t know to look again at the statement next to the mileage, especially when I saw the odometer when I bided on the car and that matched the website, the bill of Sale and the title.
  
  In my opinion, an Auction should spell out any issue with a vehicle when they are advertising the vehicle, an acronym did not help me and I believe would not help an average consumer.

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Thursday, August 24, 2023, I attended the public vehicle auction at the Delaware Auto Exchange, and placed a successful bid on a 2014 Chevrolet Traverse LT (VIN: **************874). This was not the first time I placed bids on this vehicle, as I attended the previous 2 auctions that this vehicle was available. In the end, my successful bid was $3100.00, and when the buyer’s fee of $305.00 was added to the bid, my investment into the vehicle was $3405.00. When the transaction was finalized, I located my vehicle in the auction parking lot, started it up, and when I was able to leave, I was not able to turn the steering wheel at all. My stepfather was with me, and determined that it was a possible power steering issue that needed to be addressed; we thought it might have been either a power steering pump or a need for additional power steering fluid. Fortunately, I did not need the vehicle to be towed, and my stepfather drove the vehicle home.
  Just like with any past vehicle purchases, I was advised by my mother and stepfather to schedule an appointment with a mechanic. The next available appointment was on Thursday, August 31, 2023. During this diagnostic appointment, our mechanic, R&R Auto Repair in Dover, DE, who we have entrusted with all of our vehicles for the past three years, made a gruesome discovery - this vehicle was in an accident. They found major damage to the front bumper (also caused damage to the steering), damage to the rear passenger door (only seen once the vehicle was lifted during the diagnostic), and once the DTC/check engine diagnostic was done, there were 4 pages of DTC codes that were found (these codes were cleared by the Delaware Auto Exchange, in order to sell the vehicle). I was told by our mechanic that this vehicle should not be driven, between the physical damage and the DTC codes on every major component/system that is in the vehicle.
  I have attached the full details to this complaint, since there was not enough space.