Business Profile

Used Car Dealers

AutoTrader.com

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:12/18/2023
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.
They closed my account and are spamming my email with old deleted ad stuff and will not stop. No unsubscribe and no help from customer service. I want my email removed from all of their email lists! On the call they wanted to walk me through how to block them. But why should I have to work to fix THEIR problem. I want the emails to STOP!This has been going on since August.
Business Response
Date: 01/31/2024
*****,
Thank you for messaging Autotrader via the BBB. Your account was blocked as the identification uploaded to Autotrader did not match the account credentials used at signup. At signup, the last name of User was used. The identify document uploaded shows a different last name of Pero. As the document did not match the account details, the account was removed.

Additionally, we have deactivated emails surrounding your listing. This would have been a setting updateable in your account, but as the account was blocked as someone with a different last name was uploading documents, we have deactivated this feature manually.
Initial Complaint
Date:12/13/2023
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 2011 ********** Jetta in November through Autotraders private seller exchange. I took delivery after a successful verification of funds and the OK to take delivery. Several days later, ** told their bank rejected my ACH transaction. ***************************, a supervisor at PSX sent an invoice to me after telling him I will wire the funds. I sent over the wire with an incorrect account number and had to resend the instructions. Both Autotraders error and mine but now ******* is demanding payment, I cant rush Navy Federal since the wire is yet to be processed. I refuse to use Stripe and use my debit card due to my previous dealings with Stripe. This process could have been avoided if they had properly verified my account. I even stated in the private seller messaging that I would wait till funds have processed. Day before a holiday weekend and I figured it was much more convenient to take delivery.
Business Response
Date: 12/14/2023
Thank you for reaching out to Autotrader via the BBB. We are unable to share banking information with a 3rd party such as the BBB. Please contact Autotrader at ************** so we can better assist.
Initial Complaint
Date:11/28/2023
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 car from Private Sellers Exchange/AutoTrader on 11/18/23. The car was test drove, started multiple times, and once we completed the transaction, which I paid in cash, we made one stop before taking the car home, and it would not start. It is not the battery, and has been sitting in a mechanic shop in a backlog for 2 weeks. I called AutoTrader about this, and was told there is nothing they can do for me, since it was an "as is" sale. I would like to have the repairs needed to having this car up and running, paid for. I would pay for a warrenty/guarentee or whatever it is needed for this to be fixed. If this were a regular dealership, I would have taken the car back already. After spending $5049 on a car that is not in running condition, literally the day I bought it, I will never do business with AutoTrader again, or suggest them to anyone, if we can't somehow come to a medium ground on repair cost.
Business Response
Date: 12/06/2023
*****,
Thank you for reaching out to Autotrader via the BBB. The information you were provided by ******* was correct. Sales on the Private Seller Exchange are as-is unless there is factory OEM warranty remaining. That information can be found in the buyer's guide (*********************************************************************************). We apologize we are unable to assist with this matter.
Customer Answer
Date: 12/06/2023

Complaint: 20926831

I am rejecting this response because: The car is literally still in the shop! I am stuck with a lemon and there is no action on AutoTraders end. The private seller will be able to continue to sell cars that are faulty with no recourse. And AutoTrader will continue to reap financial gains from buyers of these dumpster fires. This should be ILLEGAL. Please know, I will never, ever, buy or recommend anything from AutoTrader or the affiliated Private Sellers Exchange. I know this doesn't mean anything to the company, obviously by their lack of the unethcial response provided or regard for anyone financially. I don't know how you all are still in business. Enjoy continuing to rip people off, becuase you are certainly good at that part of the business.

*****************************
Customer Answer
Date: 12/06/2023

Complaint: 20926831

I am rejecting this response because: The car is literally still in the shop! I am stuck with a lemon and there is no action on AutoTraders end. The private seller will be able to continue to sell cars that are faulty with no recourse. And AutoTrader will continue to reap financial gains from buyers of these dumpster fires. This should be ILLEGAL. Please know, I will never, ever, buy or recommend anything from AutoTrader or the affiliated Private Sellers Exchange. I know this doesn't mean anything to the company, obviously by their lack of the unethcial response provided or regard for anyone financially. I don't know how you all are still in business. Enjoy continuing to rip people off, becuase you are certainly good at that part of the business.

*****************************
Business Response
Date: 12/07/2023
*****,
Thank you for reaching out to Autotrader. The private seller exchange advertises vehicles owned by other private sellers that are looking to sell their vehicle. I have reviewed your account and do not see that you purchased any warranty with the purchase. The Private Seller Exchange allows buyers to also purchase a warranty with the purchase of a vehicle. As there was no warranty purchased, we are unable to assist.
Customer Answer
Date: 12/07/2023

Complaint: 20926831

I appreciate your unhelpful and unsympathetic response. Please know my stance is the same as mentioned before. What your company does to people is eithically and morally wrong, regardless of what your contract states. Anyone who cared about their business name would do SOMETHING to rectify this siuation. I work in sales as well. We care about customer retention and our reputation. Obviously your standards are not the same as your parent company, *** Enterprises. The morals listed on their website of ' doing the right thing always, bringing out the best in everyone, and delighting customers' are clearly things your company does not abide by. We have the same morals and principles at my work and know that each client counts, regardless if the customer did or didn't do something correctly; we always make it right. Being a 22 billion dollar company, I would expect more. Do better and be better.

Sincerely,

*****************************
Initial Complaint
Date:11/21/2023
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.
On 11/14/2023, I received an email stating that an offer was made on my car via a Autotrader Private Seller Exchange Direct Offer for $2,006.93. The email said "What's next: Autotrader Private Seller Exchange will pay you via ACH. If you haven't already, verify your bank account to expedite this process. We'll be contacting you within the next 24 hours to to answer any of your questions, schedule a time to pick up your car, and ensure your sale is in order." In order to accept this offer, I had to verify my bank account information and allow TRED to link to my bank account, which I did. The next day, however, I received another AutoTrader email stating, "Our Direct Offer team has finished reviewing your listing. We are able to offer $1,650 due to the repairs needed. Our algorithm cannot read descriptions or ***** pictures, which is why it had to be reviewed by our team." In other words, they are engaging in bait and switch, and they now had access to my bank account. They should not be making an offer before they read the car's description or access the pictures posted on their own website. If they do make an offer, they should stand by it, rather than entice me with an offer one day, then lower it by $356.93 the next day, when nothing has changed except they actually read what was on their own website.
Business Response
Date: 11/22/2023
Thank you for reaching out to Autotrader via the BBB. We will take your feedback and share it with our internal teams.
Customer Answer
Date: 11/22/2023

Complaint: 20902463

I am rejecting this response because no remedy was offered.
Sincerely,

*******************************
Business Response
Date: 11/22/2023
Thank you for reaching out to Autotrader via the BBB. We regret to inform you we cannot offer more for your vehicle due to the repairs needed.
Customer Answer
Date: 11/22/2023

Complaint: 20902463

I am rejecting this response because: Autotrader has engaged in bait and switch, making me an offer, then after I accepted it, they say, nope, we're going to pay you hundreds of dollars less than what we offered you yesterday.

Sincerely,

*******************************
Initial Complaint
Date:10/30/2023
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 posted an ad on your platform on October 6, 2023. I've gotten very few responses and in fact now can't edit my dashboard. I'm receiving an error and told to call customer service. I've searched online on your portal for my own ad and it does come up. ****************************************************************************************************************************************************** Does seem as though my ad is actually published which is strange because I did receive a few messages regarding my vehicle and now it's none existent. Can we please fix this. Any help would be appreciated. Thank you
Business Response
Date: 10/31/2023
Christing, Thank you for reaching out to Autotrader via the BBB. I see nothing wrong with your account, however the email provided to the BBB was not the email used to create your account. As we are unable to share personal identifiable information with the BBB, please call us at ************ so we can assist with your login issues.
Customer Answer
Date: 10/31/2023

Complaint: 20799172

I am rejecting this response because as you can see by the attachments sent prior, I cannot see my ad and certainly can't edit it. It's not published. Unless that has changed within a day. I'm writing in response so this is documented. The email used is ***************************************
Please look into this immediately, as my ad should be published and I should have access to my account to edit.
Thanks in advance for your help.

Sincerely,

*******************************
Business Response
Date: 11/27/2023
Thank you for contacting Autotrader via the BBB. We see your listing was published to the site and that there are interactions between yourself and various buyers earlier this month. As are unable to see any issues, Please contact Autotrader at 866 AUTOTRADER for any assistance.
Initial Complaint
Date:10/27/2023
Type:Order Issues
Status:
ResolvedMore 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.
Paid for car through the private seller exchange 9/25, still cannot get a straight answer for when my title will be received. Emails go unanswered and pawned off to "the right group" which never follows up. Temp registration expires soon and have no response from autotrader with any details at all.
Initial Complaint
Date:10/22/2023
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 am writing to express my deep dissatisfaction with the services provided by AutoTrader.com concerning my recent vehicle purchase. In August, I purchased a vehicle through AutoTrader.com from a private seller, and this transaction included a substantial payment for taxes, fees, and the licensing of the vehicle. To date, I have not received any of the necessary registration documents or license plates, despite having fulfilled my financial obligations. The delay in receiving the essential registration materials and license plates for my vehicle is causing significant inconvenience and potential legal issues, as I am unable to operate the vehicle legally without the appropriate documentation. I have made multiple attempts to contact your customer service representatives, seeking assistance and information on the status of my registration and plates. Unfortunately, these efforts have been met with unfulfilled promises of callbacks and unhelpful responses, leaving me in a state of uncertainty and frustration. I am writing this formal complaint to request immediate action to rectify this situation. I urgently require the following: The release of my vehicle's registration documents and license plates.A detailed explanation of the reasons for this delay.Compensation or reimbursement for any additional costs I may have incurred due to the delayed registration, such as temporary permits or potential fines.I believe that AutoTrader.com should take full responsibility for ensuring that the services they offer are executed efficiently and professionally. The inability to provide crucial documentation promptly not only tarnishes your reputation but also impacts customers like myself. If my concerns are not adequately addressed within this period, I will have no choice but to explore alternative actions to resolve this issue. I trust that AutoTrader.com takes customer satisfaction and service quality seriously and will promptly resolve this matter.
Business Response
Date: 10/23/2023
****,
Thank you for contacting Autotrader via the BBB. We have researched your case and are working to expedite a refund for the titling and registration fees paid to Autotrader so as to allow you to complete the title and registration at your local DMV. Please call Autotrader at ************ with any additional questions.
Customer Answer
Date: 10/23/2023

Complaint: 20767562

I am rejecting this response because: as per the other complaints this takes forever and on top of that I've heard rumors that I have to pay state tax twice on my car.

Sincerely,

***********************
Business Response
Date: 10/24/2023
Thank you for the note. Autotrader will not charge you twice for sales tax on the same sale.
Customer Answer
Date: 10/24/2023

Complaint: 20767562

I am rejecting this response because: I need this fixed ASAP. My daughter was pulled over last night because of the temporary tags and she was crying uncontrollably. Nothing has been fixed and I don't have any of my information. On top of that I was charged $400 for GAP Insurance that I didn't ask for and I tried to cancel 2 days after I saw it was added. This car was paid off in full 30 days after we got it.

Sincerely,

***********************
Business Response
Date: 11/02/2023
Thank you for replying to Autotrader via the BBB. ********* of attorney sent to Autotrader had dates that were crossed out on the document and thus we were unable to use the power of attorney sent to us. The instructions on how to submit a new ***** of ******** was sent to you 10/26/23,
Customer Answer
Date: 11/02/2023

Complaint: 20767562

I am rejecting this response because you have not provided me with my registration or my license plates. You don't respond to emails, you haven't helped get me these things that I paid for. You should be shut down and out of business. Its been over two months and still nothing. We are running temp tags and getting pulled over.

Sincerely,

***********************
Initial Complaint
Date:10/20/2023
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 placed the ad and within a couple minutes of clicking submit I realized the service was not as advertised. It is called "private seller exchange" which gives a feeling that private parties are buying the vehicles with no sales tax. That is not the case. Auto trader is a dealer and they charge sales tax even if two private parties are buying/selling. I called immediately after I placed the ad and also chatted and requested a refund. They told me they would not. Site is very deceptive in their sales tactics and hidden terms (under the fold). I placed a complaint with the ******* Attorney General as well. I have not dealt with a business this inflexible in MANY MANY years. In fact I've never filed a complaint on the attorney general site and it has been many years since filing on BBB. *** is a major company and don't forget you can lose business in other portions of the *** portfolio for bad business practices. Just so happens I'm a *** Communications customer for nearly 15 years.
Business Response
Date: 10/23/2023
Thank you for reaching out to Autotrader via the BBB. We are unable to refund any listing that was published to the site per our terms of sale. The terms of sale for private sellers is below, which includes our refund policy.

******************************************************
Regards,
Corporate Affairs
Customer Answer
Date: 10/23/2023

Complaint: 20761637

I am rejecting this response because:
I canceled within a few minutes. Their terms are buried deep in many terms and it isn't clear, it is deceptive along with the name of their dealership name (Private seller exchange. It isn't private at all, they are a commercial dealership). I guess I will have to file a complaint with the ******* Attorney general as well. Stringent compliance with your buried terms will end up costing *** more money anyways. I will no longer be a *** Comm customer soon (fiber was installed in my neighborhood last week). You don't win by being nasty to customers. Just because you think you can doesn't mean you should.
Sincerely,
**********;
Business Response
Date: 10/24/2023
*****, Thank you for the reply. If you wish to reactivate your listing, please let us know. We can be reached at **************.
Customer Answer
Date: 10/24/2023

Complaint: 20761637

I am rejecting this response because:
It wasn't what was advertised. As previously stated. I want a refund.
Sincerely,

*****
Initial Complaint
Date:10/18/2023
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.
When we signed up for Autotrader services, after speaking with ******. We were lead to believe that we were being offered a 50% off special being offered, no contract, cancel anytime. We signed up on the 5th of ****. 2023. We were sent our login details on the 7th of ****. The special was advertised at $240 a month for our first two full months. The services that they touted was very much under what was expected, I called to explain to ****** that for the fees, even at a discount for the leads were not as substantial as expected, and I would need to cancel the service. I was then told that it would require at least 30 days notice. I explained that was not what I was told, but fine, and gave notice that I would like to cancel services at the end of the next month, since we could not cancel at the end of this month. Then I get billed for **** services at the rate of ******. When I called to ask why the billing was so high, I was told since my membership started on the 5th, they prorated the 1st month at full price. Ist question, why did my membership not run 30 days from sign up? Then I get a bill for the second month @ the rate of $294.19 for the month and am told that the service will end on 10/20/2023. I never received the special that they advertised. I don't understand how they are trying to charge us $678.19 for 44 days of service (really only 42, because we didn't get login info until the 7th of ****,). In reality for their offer of $240.00 a month my service should for one - Run the full extent of the 2 months until the 5th of November, and 2nd - should only be charging us the $240/per month, totaling $480.00 and would expect the advertised special, and the full amount of time paid for. I have tried to speak with ****** on several occasions, with no help nor explanation as to why we are being billed at a higher rate, and getting less that the month being charged for. Please help us with this blatant deception. Account # ********** / Golden Rule Sales, LLC
Business Response
Date: 10/24/2023
Thank you for reaching out to Autotrader via the BBB. While we cannot share personal information with a 3rd party such as the BBB, i have researched your case and can provide some clarity here. When a special rate is cancelled by a client, billing will automatically start billing at the non discounted rate. We billed for the full month of October when the bill was sent. You will receive a disconnect credit for 10/20 thru the end of the month. If you have any additional questions, please reach out to your rep.
Initial Complaint
Date:10/03/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 my vehicle through the private seller exchange on June 12, 2023. As of today, Oct 3, 2023, I still do not have tags or registration. This has been a complete nightmare, and I will never do business with AutoTrader again. What makes this even worse is the number of lies I've been told as to the delay. I finally had to let a title specialist I was transferred to know, that I have worked in the Automotive Industry for over ********************************************* all these lies!
Business Response
Date: 11/02/2023
Thank you for reaching out to Autotrader via the BBB. We see that temporary registration that expires in Dec of 2023 was mailed to you on 10/20/23. We are unable to provide any personal details to a 3rd party such as the BBB. If you have any additional questions, please contact Autotrader at **************.
Customer Answer
Date: 11/02/2023

Complaint: 20689604

I am rejecting this response because: I still do not have my tags. Telling me I received a temp tag does nothing. Ive had the vehicle for six months. Im paying for a vehicle I dont legally own because you wont resolve this issue.

Sincerely,

***************************
Business Response
Date: 11/13/2023
Thank you for reaching out to Autotrader via the BBB. We see you have all the documents including title to complete his registration at your local DMV. The title and registration documents were mailed out to and arrived to ****** on 10/21/2023. After that date ****** did call Autotrader back to inform us that his local DMV was asking for a new dealer reassignment be completed. We did complete and mailed that out the new dealer reassignment and that was arrived on 11/06 to ******.
Customer Answer
Date: 11/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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