Complaints

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

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  AutoTrader.com

  1700 Enterprise Way SE Marietta, GA 30067-9219

• 

  AutoTrader.com

  3883 Ruffin Rd San Diego, CA 92123-4801

• 

  AutoTrader.com

  13920 SE Eastgate Way Ste 200 Bellevue, WA 98005

• 

  AutoTrader.com

  1310 Plantation Rd NE Roanoke, VA 24012-5713

• 

  AutoTrader.com

  5221 South Tacoma Way Tacoma, WA 98409

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:11/25/2024

  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.

  I posted my car to sell on autotrader.com. They charge nine dollars to post your car. I have had my car posted on there for two weeks and only scams were asking about my ads and to detour me from the website to pay for reports and fake interested buyers I felt scammed and dont understand how this website is not protected from these digital scammers. It was a waste of my time and money and I feel like this is taking time and money away from millions of people has anyone sold a car on here

  Business Response

  Date: 12/02/2024

  Jenn,

    Thank you for contacting Autotrader regarding a lack of good leads for your 2011 ****** Juke listed with us.  Our records show this vehicle was listed with ******* miles for $7,000 and was removed after 5 days of being listed on our site.   Our records indicate that the price listed is 35% higher than similar year make models with similar miles.   In order to obtain legitimate leads for this listing, we would recommend dropping the price on this 13 year old vehicle.   And leaving the ad live on our site for more than 5 days.
  
  
  

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  VIN: ***************** On November 12, 2024, I sold my vehicle to AutoTrader PSX. Since then, I have experienced significant delays and poor communication regarding the payoff of my ****** ****************** **************************** PSX sent a traditional check via standard mail to ****** ******************, deviating from the industry standard of using guaranteed funds or cashiers checks sent via express/priority mail. While ****** has now received the check ***** Tracking: **************************), I have been informed by ****** that processing may take up to 21 business days for the payoff to reflect on my account. This delay is causing undue financial strain.I raised my concerns with AutoTrader PSX, citing the substandard method of initiating the payoff. Despite assurances from two agents that I would receive a callback with more information, no follow-ups were made. Most recently, on Monday, I spoke with an agent named ****, who firmly promised to confirm how AutoTrader would proceed with an electronic payment to expedite the process. However, when I called back in the afternoon to check, I was told again that there were no notes or records of my prior contact.I have been left without a vehicle and no access to the funds tied up in this transaction for over a week. The lack of transparency and accountability from AutoTrader PSX is unacceptable. I even forwarded ****** ******************' recommendations for facilitating an electronic payment, yet no action has been taken.I am requesting urgent action from AutoTrader PSX to address this issue. Specifically, I need confirmation that an electronic payment will be initiated immediately to cover the outstanding balance with ****** ******************. Please acknowledge the urgency of this situation and provide a resolution promptly.

  Business Response

  Date: 11/20/2024

  Thank you for contacting Autotrader via the BBB.   It sounds like your issue was with your financial institution taking 21 days to process a payment.  We contacted your financial institution and they informed us that this was not the case, and that you check has already cleared their system.   I see in the case notes that you spoke with an agent yesterday of Autotrader who explained this process to you.   
  
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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 bought a 2015 jeep wrangler that was delivered on 7/22/24 since then I have received 3 temporary plates and soon to expire again. I have kept record of all phone calls and kept all emails. As of today I still technically do not own the vehicle without title in hand and have been paying for it. They have told me they would reimburse my processing fee of $199.00 on 10/15 in which I havent seen that was told to me from ***** ******. I did tell her that they can come get the vehicle as Im frustrated. She told me that she would keep me updated from my phone call with her. Ive had to email her to get updates and have called several times with no return call. I called today 11/5 and now they cant transfer me to her as they dont have her number. I did leave a message for a supervisor and they said they will call me. We shall see.on several occasions I talked to the title clerk who I believe was trying to cover something up. I do need your help to rectify this and would gratefully appreciate it.

• Initial Complaint

  Date:10/31/2024

  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 dad spent 10k on a car from Autotrader app. He immediately took it to the shop where he was told it had a slew of problems. He spent 4K on it, but couldnt fix the major issues, two oil leaks that cost $4,500. We called Autotrader and they said there is nothing they can do, even though the cars have to be verified (this one clearly wasnt.)

  Business Response

  Date: 10/31/2024

  Hello,

    Thank you for reaching out to Autotrader via the BBB.  We have researched this VIN ***************** that was listed on our site 6 months ago, and removed  6 months ago in April of 2024 as well.   This listing was for a 2013 ********** Beetle, with 132k miles, and a description that notated damage. 
  
  Unfortunately as this vehicle was purchased off of our platform, we are unable to assist.   Typically when purchasing a vehicle that is over 13 years old, it's a good idea to obtain an inspection of the vehicle; we do not know if this was performed as the vehicle was not purchased off of our platform.  
  
  We apologize as we are unable to refund you any money for the purchase of this vehicle.
  
  Our terms for private seller listings is available here:
  
  ******************************************************

• Initial Complaint

  Date:10/24/2024

  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.

  I have had problems with visiting websites that use my personal information to sell, share, or give my personal information to entities who ******* me with unsolicited offers, advertising etc. I will go through reasonable process to opt out of this sale/sharing of information, but AutoTrader and its associates have made the process difficult and mislead the consumer that they respect our right to privacy. I could not find the section tgat would allow me to opt out of sharing my personal information. I conclude that this is a deliberate act to stop consumers from exercising their right to financial and personal privacy.

  Business Response

  Date: 10/24/2024

  Thank you for contacting Autotrader via the BBB.   The links to not share your information are clearly and readily available in the footer Autotrader.com.  
  
  The links are labeled as:
  Do Not Sell My Personal Information
  Do Not Process My Sensitive Information

• Initial Complaint

  Date:10/15/2024

  Type:Product 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 simply placed an Auto ad and have been spending my time replying to 100% scam artists trying to get me to download auto report forms. Since I do not have the time for this and have not received 1 legitimate prospective buyer, I want my money back of $49 plus tax and they only offered me a guide to avoid spam and a $19 refund, nothing else. I would like my full refund back.

  Business Response

  Date: 10/16/2024

  Thank you for contacting Autotrader via the BBB regarding a lack of good leads.  We have researched your account and found the following,  You listed a 2021 Kia **** less than 48 hours ago.  This listing was posted and went live to the site.  Our refund policy does not allow refunds once a listing goes live.  The refund offered by the call center agent was a courtesy.   
  
  That said, we also see the price for this vehicle is a little higher than similar vehicles, about 9% higher.   Lowering the price on this vehicle may increase leads, as well as allowing the listing to age as it's less than 2 days old. 
  
  Here's a list of our terms of sale for private sellers which includes our refund policy.
  
  ***********************************************************;  
  
  

• Initial Complaint

  Date:10/07/2024

  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.

  Auto trader Made an offer to buy my vehicle. It was supposed to be a fast transaction, however, I have not heard back from them for a number of days and they are not allowing me to sell my car to other private buyers, as they claim the car is sold on their website. I have to leave my city in 3 days and their representative has been non communicative and has put my move at risk. I am now stuck with a car I cant list to sell while they hold me at arms length and provide no information.

  Business Response

  Date: 10/08/2024

  Thank you for contacting Autotrader via the BBB.  Once you choose to sell your vehicle to Autotrader via a direct offer, we do allow it to be sold privately as it is being  purchased by us and no longer available for private sell.   Additionally, our records are
  showing Autotrader has purchased the vehicle, picked it up yesterday 10/07 and
  you have been paid.
  
  

• Initial Complaint

  Date:10/02/2024

  Type:Product 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.

  This company owes me money they cancelled my add without me knowing

  Business Response

  Date: 10/03/2024

  John,

    Thank you for reaching out to Autotrader regarding your listings with us.  Our listings are valid for 30 days.  We allow listings to be extended provided the seller remains engaged with buyers on our platform.   If you are not engaged on the platform for a period of longer than 30 days, listings are removed automatically due to inactivity.  
  
  As the listings were purchased in June and July, we are unable to offer a refund.   

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22371347
  
  
  
  I am rejecting this response because:

  I have been communicating with buyers I will be filing with the attorney generals office and the local courts if that's how you want to play this I will be initiating a charge ack on the credit card used also 
  
  
  
  Sincerely,
  
  
  
  John Kotvas Jr

  Business Response

  Date: 10/08/2024

  Thank you for the note.   The last reply you had to a buyer from your F550 was August 3,the listing was removed September 12.   

• Initial Complaint

  Date:09/23/2024

  Type:Billing 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 purchased a 2011 ********** Jetta ***************** in November 2023 through AutoTrader's Private Seller's Network (PSX) for $2599, not including the $199 fee. ($2798)It was a smooth transaction between the seller (******) and I. However, days later after taking delivery. I was contacted by an AutoTrader Supervisor (******* ******) about the payment being invalidated by their systems. I was unaware of my rent payment pending and I had a pending direct deposit, but the balance didn't reflect a ***** under $3000. It was around a holiday and a weekend. Long story short, ******* had my account frozen and had blocked my access to my account previously due to Stripe. Therefore, I requested another method in which I could pay the balance. I did go to the branch the following week to the ****** branch to withdrawal to deposit money into a new bank (****). I didn't have the car for more than a week, transmission went out on me. The motor knocking. All while I still owed $2798, no fault on my part or AutoTrader's part. The Seller didn't disclose condition properly. ******* was very impatient and created a ton of anxiety throughout the several weeks as I used the money to fix the vehicle. I had a used motor and used transmission on order for my mechanic to replace. I told ******* if he insisted to harass me, I'll just abandon the car. No communication for the past 8-9 months, I was willing to do a payment plan (12 months at $234). No reply, no consideration.I have a vehicle that isn't legally registered that is on a public road with temp tags expired from January. I'm contemplating parting it out and take a small loss, pending AutoTrader processing the title and registration, if not. I will have no choice to part out and/or abandon.

  Business Response

  Date: 09/25/2024

  Thank you for contacting Autotrader via the BBB.  Our records indicate that payment for this vehicle has never been received.   Please contact us at ************ and ask for the ***************************** to finalize payment.   

• Initial Complaint

  Date:09/16/2024

  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 purchased a vehicle through Autotrader. This was an issue with the transaction that I need to speak with Autotrader about. I spoke to Autotrader customer service on Friday September 6th. That person did not know the answer and said they would research it and get back to me by the end of the day, understanding it was a time sensitive issue. They never got back to me. Although I contacted Autotrader again, to let them know no one got back to me, they have not responded to that with any follow up, instead sending a generic email from a help article that has nothing to do with the issue I called in about. I am asking for an Autotrader supervisor to review the issue and then call me to address it as soon as possible. There may be legal implications in the issue, and they have now failed to follow for ten days as of the time of this complaint being written. Thank you.

  Business Response

  Date: 09/17/2024

  ****,

    We were unable to find a vehicle purchase account under this email however we did find a number of messages sent to you via email, beginning 9/9/24 through yesterday.   That said, we did forward this message to supervision to contact you.