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Business Profile

Used Car Dealers

AutoTrader.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for AutoTrader.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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AutoTrader.com has 6 locations, listed below.

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    Customer Complaints Summary

    • 112 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/06/2023

      Type:Product Issues
      Status:
      Answered
      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.
      For the second time after listing my vehicle, I have been bombarded with phishing emails sent thru the Autotrader system and the number of malware infected documents Ive received has gone from 1/month to over two dozen in the last three weeks. Autotrader has multiple options to stop this including validation email addresses and phone number when allowing inquiries- and they do nothing so they can count the boys and trolls as traffic. This poses serious risks to individuals and the nation at large. Passively allowing this to happen is enabling criminal activity and endangering public and private enterprises alike. I plan to report Autotrader to the appropriate authorities and supply dozens of examples - along with ways to stop this problem - if they do not change their business practice. This is a DHD/CISA issue and can extend to DoD given the companys active solicitation of military personnel. I await your response.

      Business Response

      Date: 03/31/2023

      Thank you for bringing this to our attention.   Due to privacy concerns we are unable to share information with the BBB.  Please call Autotrader at ****************

    • Initial Complaint

      Date:01/24/2023

      Type:Product Issues
      Status:
      Answered
      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 listed a car for sale on Autotrader which resulted in receipt of a counterfeit cashiers check and included involvement of the bank, the state police, and a complaint to the *** internet fraud web site. When contacted Autotrader stated they do their best to filter out fraud but don't get them all. I sent all my detailed information to the Autotrader fraud department, received no response. I continued to receive suspect contacts through this add and called Autotrader with a request for a full refund and removal of my add. I feel the fraud traffic on the site is a danger to the public. They should fix the problem or close the site. Counterfeit check image attached.

      Business Response

      Date: 01/27/2023

      *************************,

        Thank you for reaching out to Autotrader.com via the BBB.  Please give us a call at ************ to discuss this issue.

      Customer Answer

      Date: 01/27/2023

       
      Complaint: 18891997

      I am rejecting this response because:

      The phone number that they are asking me to call is not specific and or supportive of my issue.  This is the general customer service call number.   This BBB complaint started because I called that number, spoke to a customer service representative, then spoke to a supervisor and did not get what I felt was a reasonable resolution.  I do not see how calling the generic number a second time will generate an alternate outcome.

      Sincerely,

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

      Business Response

      Date: 03/16/2023

      *************************,
        Thank you for reaching out to Autotrader.com via the BBB.  Please give us a call at ************ to discuss this issue.

    • Initial Complaint

      Date:01/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 "Run 'til it Sells" ad in April 2018 which stated that:"Run 'til It Sells: Your ad will run until your car sells. However, after 365 days, we'll assume you've sold your car and remove your ad. This helps keep our listings up-to date for buyers and sellers. In the unusual event that you need more than 365 days to sell the original vehicle listed, please call Customer Support to continue running your ad." When I called to ask them to continue running the ad, they informed me that because I haven't called them in a while to have them continue to run the ad, that they will not run the ad any longer. This is a violation of our agreement and I would either like my money refunded or for them to continue running the ad until my vehicle sells.

      Business Response

      Date: 01/27/2023

      *************************, thank you for reaching out to Autotrader via the BBB.  Please give us a call at ************** to better assist.

    • Initial Complaint

      Date:01/13/2023

      Type:Product Issues
      Status:
      Answered
      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.
      -$49 -auto trader advertised that they would list my vehicle ad till it sold. They took the ad down and when asked to put it back up they refused.

      Business Response

      Date: 01/17/2023

      *******,

        Thank you for contacting Autotrader via the BBB.  Please contact us at ************** to discuss this issue.  Thanks!

      Customer Answer

      Date: 01/17/2023

       
      Complaint: 18811347

      I am rejecting this response because: I have already contacted them to resolve the issue and they stated that I could not reactivate my ad. Im asking that they either ********** active or refund my money. 

      Sincerely,

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

      Business Response

      Date: 01/27/2023

      *******, thank you for reaching out to Autotrader via the BBB.  The listing purchased was valid for 365 days.  As it has surpassed 365 days, you will need to purchase a new listing.  Please refer to our terms of sale for private seller's here:

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

      Section 6 of the above link covers your listing.

      If you have any questions, please contact us at **************

       

      Customer Answer

      Date: 01/27/2023

       
      Complaint: 18811347

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:01/11/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Recently advertised 2 vehicles on Autotrader and paid $49 for each ad. So far all contacts I have received have been from scammers not wanting to meet and instead want to send me a check and then a mover will come get the car. I had another person contact me who wanted me to send them the cfr report even though the vehicle history is in the ad. I have not had one reputable person contact me. I am very nervous about continuing to advertise on Autotrader as I do not want these types of contacts anymore. I would like to remove my ad and have my money $98 refunded.

      Business Response

      Date: 01/12/2023

      Thank you for reaching out to Autotrader via the BBB.  Please give us a call at ************ to discuss this matter.

    • Initial Complaint

      Date:12/29/2022

      Type:Billing Issues
      Status:
      Answered
      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 paid to advertise a car on AutoTrader..It has been a month now..and I am still unable to log in to the account ....I can not place any pictures ..so basically, it's worthless.I have had no access to my account from day one.I ask for some credit .and to just remove the ad ..I think that request ,is more than fair.

      Business Response

      Date: 12/29/2022

      *****, thanks for reaching out to Autotrader via the BBB.  Please contact us at ************** (1-866-AUTOTRADER). 

    • Initial Complaint

      Date:11/18/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Auto Trader lied about the rate they would charge then continued to lie about a credit i would receive. now that i have canceled they keep billing me for a balance that is not due and it will soon affect my credit. very bad company do not use.

      Business Response

      Date: 11/28/2022

       *****************,

        Thank you for contacting Autotrader via the BBB.  I see that on 11/24/22 you emailed your sales rep who replied that a $500 credit had been posted to your account.  If you have any additional questions, please contact us at **************

    • Initial Complaint

      Date:10/24/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Paid for a ad listing with autotrader.com about 3 years ago. The listing was list your car till it sells, with no expiration date. Last year Autotrader screwed up my listing and deleted it from the site. After speaking with customer service, they told me to create a new account and pay for it. Afterwards, they will reimburse for the amount and continue the ad. I was on the site on 10/24/22 to extend the ad for another 30 days, which is a requirement to keep the ad alive on the site. I noticed that it said I could not extend the ad and that the ad expires on 11/01/22. I contacted autotrader to get the issue resolved. After speaking with a customer service rep and a supervisor, they stated that the ad will expire and that a new ad will need to created and paid for. I explained that I already had paid for it till it sells and that's what I had from the beginning. The supervisor was completely worthless in getting it resolved. I want my ad to placed back on thewebsite or I want my initial amount to be credited. This company changes their rules as they go and don't keep with what they advertise. Its false advertisement.

      Business Response

      Date: 11/02/2022

      ***********************************,

        Thank you for reaching out to Autotrader via the BBB.  We have researched your complaint.  On "Run Til Sells" ads, they are valid for renewal up to 365 days from the date of placement.  After 365 days, we require you to purchase a new listing.  Here's our Terms of Sale for private seller listings, including "Run Til Sells" listings.

      https://www.autotrader.com/legal/terms-of-sale

      If you have additional questions, please contact us at 1-866-AUTOTRADER

      Customer Answer

      Date: 11/02/2022

       
      Complaint: 18306797

      I am rejecting this response because: There was no expiration date when I purchased the List till it Sells. That is a flat out lie and false advertisement. Their wording alone states it. It says "List till it sells", not "List tell it sells, but pay me every year to renew". I will never do business with this fraudulent company and will make sure anyone who is looking to sell doesn't either.

      Sincerely,

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

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 used Auto Trader in the past and don't recall having any issues. However, I paid for and posted an ad recently and the only interest I received was from scammers. I received a good number of scam messages and due to this I incorrectly believed there was interest in the vehicle. Had autotrader.com actually filtered through the scammers like they claim to do, I could have made appropriate adjustments to the ad to sell the vehicle. I notified them of this issue and asked to have a refund, but they replied by denying any refund and let me know that if I had any other questions, to feel free to ask. **************** is terrible at ********************** and there is no filtering through the scammers. I could have done better on my own through ***********

      Business Response

      Date: 10/12/2022

      We are sorry you experienced this.   We have verified the complaint was valid and have issued a full refund.  Please allow 10 business days for the credit to be applied to the original form of payment.

    • Initial Complaint

      Date:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello We started looking for cars online in early August 2022. Throughout the first two weeks of August 2022, we perused through several online pages of both the ***** Blue *************************** 'used vehicles for sale' listings. While doing so, we requested info from a few car dealers that are listed on both the kbb.com & autotrader.com webpages (by doing so, it is required that you enter your email address - so the car dealer can reply to you directly; all of which is very common for everyone shopping for a new or used vehicle to do).However, after purchasing a new used vehicle. . . ***** Blue Book ( kbb.com ) & AutoTrader ( autotrader.com ) both subsidiaries of *** Automotive, are not complying with our 40~50+ clicks on their "Unsubscribe" links at the bottom of their kbb.com & autotrader.com pages! We are sick and tired of clicking on their "Unsubscribe" links !:-/ . . and having to mark their incessant emails as "junk/spam", and having to notify our ISP provider, all to no avail !:-/Please do something, if you can.Thank you very very much!Inta -------------------------From Wikipedia:"*** Automotive HeadquartersAtlanta, *************Parent Company:*** Enterprises Divisions:Autotrader.com, Inc.Subsidiaries:Autotrader.com - Xtime - ****** Blue Book - Manheim Auctions Website:coxautoinc.com *** Automotive is an *******-based business unit of *** Enterprises, formed in 2014 to consolidate all of ***** global automotive businesses, including ****** Blue Book, Xtime, Autotrader.com and Manheim."

      Business Response

      Date: 09/23/2022

      Thank you for bringing this issue to our attention, and we apologize for the inconvenience.  The Autotrader team is aware of this issue and will be resolved it as soon as possible.  Please contact us at ************** (1-866-AUTOTRADER) or our contact us form at your convivence for more information.

      Thank you again for reaching out to Autotrader.

    AutoTrader.com is NOT a BBB Accredited Business.

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