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

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  AutoTrader.com

  3883 Ruffin Rd San Diego, CA 92123-4801

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  AutoTrader.com

  13920 SE Eastgate Way Ste 200 Bellevue, WA 98005

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  AutoTrader.com

  1310 Plantation Rd NE Roanoke, VA 24012-5713

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  AutoTrader.com

  5465 SW Western Ave Ste A Beaverton, OR 97005

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:09/19/2023

  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 vehcile through Auto Traders Private exchange in May and as of this filing 9/19/2023 my vehcile is still not registered through their service. In the process of chasing down the various updates which often took days to get response on from Aslhey the title and registration director, I finally reached out to ********************* the Senior Manager on 9/14 and he acknowledged that the status and my concern was unacceptable and would work to get me resolution by Monday 9/18. He said he could see that the 3rd party vendor handling the registration was sending a signature form back to them but needed to clarify the tracking and when they signed and turned it around and would give me that information Monday. he contacted Monday evening saying he didnt have concrete information and needed more time. I expressed that this was unacceptable and I need an answer ASAP and this should be a priority at this point. He has not responded to any messages since that time and I still have no updates. My vehicle is still not registered and additionally puts me at risk with my credit union as the title and registration is impacted which needs to reflect and show my credit union as the leinholder, which potentially compromises my loan status. This has exceed all levels of normalcy at this point and I want swift resolution and reimbursement for all registration related activities and loss of and repurchase of my personalized license plates which expired.

  Business Response

  Date: 09/28/2023

  Our records show that the customer has received their title and all applicable refunds. The deal has been resolved.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20626380
  
  I am rejecting this response because: this deal was treated as a dealership and I was charged sales tax around $3600.  I should not have had to pay sales tax when the seller and myself facilitated this entire process from start to finish to include follow up and handling of money transaction to the 4.5 month registration process which ultimately I had to handle because they could not accomplish it. I managed the entire process start to finish and it only was handed back to me after having to chase down and engage multiple up line people to determine the process was in fact not progressed when I was told it would be completed by 9.8.23. I had to seek out the updates and next steps. I want to be reimbursed for the sales tax which ****** does not require on private party sales which this in essence was. Auto trader did little to nothing throughout and actually commented that this new system and process was very much just getting off the ground yet I had to pay as though they were functioning as a dealership. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/02/2023

  ******,

    We apologize that you had a concern with regards to the sales tax on your vehicle sale. We do collect sales tax on private party sales.   This information is included in our terms of sale.  The *** is below.
  
  ***********************************************************

  Thank you,

  Corporate Affairs

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20626380
  
  I am rejecting this response because: you stated you collect sales tax on private party sales as well however thats not what your business line represents. I read your website rules section 5 for buying a car. You buy the vehicle from the seller and then sell it to the buyer so are functioning as a dealership and why sales tax is included. ****** does not collect sales tax on private party sales. You also advertise that  When a deal is reached through PSX, we buy the car from the seller and separately sell it to the buyer, eliminating the payment and titling risks for the parties. And that is not what played out here and therefore did not deliver on the service you indicate you provide and the risk was not only in titling but also in my loan with my credit union because of the delay in processing which should take no longer than ***** days but took over 120 days   

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2023

  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.

  Hello, Ive requested a refund 3 times now for my listings. I listed 2 cars to sell, one of the cars I listed twice - couple weeks apart and asked customer service prior to purchasing the second time to waive the fee. It took them 3 days to respond, after I had already listed. The site is very janky and nonfunctional. I have to refresh the page multiple times, I get numerous duplicate texts of the same messages, theres a 40 min delay between receiving messages from potential buyers. The messages disappear. I submitted a complaint/feedback as well and they responded with the same automated message. My concern pasted below. **************** Alert ********************** website feedback with contact info09/03/23 9:15 PM to 09/03/23 9:30 PM [1]09/03/23 9:16 PM ******************************************************** (from ****************)This site is horrible. I get like 10 duplicate messages for every buyer, the messages are delayed by 30 min, and the messages dont load! I have to refresh multiple times to see any messages. *** submitted a prior complaint and havent heard back. Now I have a potential buyer and cant see his messages. Ive paid for 3 ads so far and I would like one of the 2 duplicate Tesla ads refunded. This site *****.

  Business Response

  Date: 09/14/2023

  Thank you for contacting Autotrader via the BBB.  We are unable to find the duplicate credit card charges you mention in your message.   Please call ************** for assistance.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20559734
  
  I am rejecting this response because:
  

  Please Re-read the complaint and try again. I didnt say anything about a duplicate charge. Id like a refund for one of the 2 listings I paid for the Tesla listing. Thanks. 

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/14/2023

  *********,

    Thank you for the note. As both your listings were live on our site, they would not be eligible for a refund.  Our refund policy is contained within our terms of sale you agreed to upon creating the listing.  As these listings were published to our site, they would not be eligible for a refund.
  
  Here's a copy of our terms and conditions, including refund policy for private seller listings.
  
  ******************************************************

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20559734
  
  I am rejecting this response because:
  

  Hello, I think your customer service needs to be improved, regardless of policy. Policies can be changed according to circumstances and nothing is set in stone. I am a manager and I know from a customer service standpoint, things happen and policies are there as guidelines.  There is flexibility. Had someone responded to my message/concerns on your website in a timely manner prior to me paying a second time, I wouldnt have published or listed my vehicle a second time on your site. In addition, your site needs a lot of work - if you see from my images, there was a ***** min delay with messages from potential buyers, I would receive the same messages via text over and over again, sometimes 8+ messages, and people were getting frustrated.  The experience itself was frustrating and very poor.  I am asking for a refund for ONE of the THREE listings I have paid, even though your website and service is lousy. Thanks. 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/27/2023

  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.

  Autotrader lists vehicles for sale online and in print but not verify or seem to care if the information regarding the details about vehicles are correct. Many times they are incorrect. I believe this amounts to fraud. It causes a hardship for consumers and it is unnacceptable. It is not a new problem. It is at least 7 years olds. Maybe much older.

  Business Response

  Date: 08/28/2023

  *******,

    Thank you for reaching out to Autotrader via the BBB.  We take complaints of fraud and/or compliance very seriously.    Please call us at ************ with any concerns with fraud and/or compliance.  Please have the *** of the listing in question available to share with the agent.

  Thank you,

   Corporate Affairs

• Initial Complaint

  Date:08/23/2023

  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.

  I placed an ad on Autotrader months ago and all I've gotten since its fruition is scammers asking me to go to a website and buy a report, both on their messaging platform on my phone. There have been zero serious buyers and my jaguar and its worth 25k and selling for $20,500.00. There is no reason it should not be attracting buyers. I called about **** after 30 days so they are aware of this

  Business Response

  Date: 08/25/2023

  Thank you for reaching out to Autotrader via the BBB inquiring about a refunded for a listing placed in May. 
  
  We see your last lead was from a verified buyer, on 7/29/23,but no reply was sent from you account to the buyer for over 2 days.
  
  Unfortunately we are unable to offer a refund. Our terms of sale contains our refund policy, and we've included a link here.  If you have additional questions, please contact Autotrader at **************.
  
  ******************************************************

• Initial Complaint

  Date:08/19/2023

  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.

  They charged me then require me to agree with the terms which I do not, within 30 min I ask to cancel the ad, there was nothing done, no contacts or calls and they refuse to give me a refund, I feel like I should have a set amount of time to cancel without a penalty which they don't care about. I want my money back because they didn't do anything in 30 minutes to justify keeping it.

  Business Response

  Date: 08/21/2023

  *****, thank you for contacting Autotrader via the BBB.  We are in receipt of your email stating "I changed my mind, please remove my ad". Unfortunately we are unable to refund a listing for this reason.  Our terms of service, are available here:
  ******************************************************
  
  Thank you,

  Corporate Affairs.
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20494324
  
  I am rejecting this response because: There is nothing stating it's not refundable before you pay for it only after. there should be a set amount of time to change your mind in case there's a problem with it and there is, I don't agree

  with the terms and conditions so I changed my mind. I want a refund or this will stay as is. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/30/2023

  *********************, thank you for contacting Autotrader via the BBB.  I see you placed your listing on Autotrader.com 8/18/23 and the listing immediately was posted live to our website.   
  
  Our terms of sale, which includes which listings are available for refunds is here:  
  ******************************************************

  As the listing was posted live to our site immediately, your listing would not be eligible for a refund.  If you have any questions, please contact us at ****************.
  
  

  Customer Answer

  Date: 08/30/2023

  I've already got a response from them and a refund, not sure who this is or why they can't see the problem has been resolved. 
  please close this case. 

• Initial Complaint

  Date:07/29/2023

  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 was looking for a car on auto trader recently and came across a **** LS400 Vin ***************** listed by a ***** in ***********. In order for me to contact the seller I had to verify my identity with AutoTrader by going as far as submitting my SSN and drivers license. I think that is wrong BUT I did it in the name of transparency. Last time I listed a car on Autotrader they were very clear that this is supposed to be a serious posting not just testing the waters AND auto trader is committed to not running a scam. The listing however for the **** LS400 I feel is a scam. Question 1: Why do you seem to have different rules for sellers? Question 2: Why do you not have any means of reporting suspected fraudulent listings on your website and force users to complain thru the BBB? That brings me to the issue. The seller listed the car and it appears the photos do not match the car for example photos 2 and 3 have chrome exterior door handles BUT the other photos the car doesn't have chrome exterior door handles. It appears the seller is not using photos of the same car throughout the posting. I contacted the seller to view the car and have been unable to setup a viewing additionally the seller raised the price. My concern now is, YOUR website talks about trust and verification of the automobile and seller verification. Per this seller it is their parents car, are they legally allowed to sell it? Do they even have the car if some of the photos don't match the car? If the seller doesn't allow viewings of the car then abruptly raises the price are they running a scam to try to get money off of people unsuspecting? Why are you allowing transactions like this to take place on your platform? Please look into this listing it seems like a scam. Please fix your website so people can contact you directly about suspicious listings and make it less difficult to communicate with you.

  Business Response

  Date: 07/31/2023

  Thank you for reporting VIN ***************** to Autotrader.  We researched your complaint and have determined this vehicle was not a scam.  Please note, this vehicle was sold on our platform to a registered buyer  7/30/23.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20395872
  
  I am rejecting this response because: I apologize but I dont believe you responded to all of my questions. I will accept a response when all questions are responded to. I do not trust your platform at this moment in time until you clarify the scam that took place there. The vehicle was listed for a price and the seller played games. Please re-read the whole issue and answer the questions presented. You request to verify who I am in order to trust me to use your platform, please answer my concerns and be transparent with me.

  Thank you. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/25/2023

  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 vehicle through the Private Seller Exchange and picked it up on May 27th. It is now July 25th and I still don't have the paperwork needed to register my vehicle. I've been told a multitude of excuses ranging from: - You just need to go in and get a vehicle inspection done before we can send you the title. After I informed them that a title was required to get the inspection done, they assured me that they "spoke to the **** and it was not required. When I went in to the **** as expected, they informed me I HAD to have the title to get it inspected.- After relaying that message to them, they informed me they mailed the title out already to another party (somewhere in the ** tag system) so they had to get the title back so they could then mail it to me, so i could get an inspection, so I could mail it back, so they could mail it back to the **** so then the *** could mail them the tags so then they could FINALLY mail it to me. - 2 weeks later I still had not received the title and was informed they are "waiting on something from the seller". This is 2 months after purchase and 2 weeks after they supposedly had everything they needed except a vehicle inspection from me (which I can't get without the title). Right now, I'm driving on a constantly extended temporary tag. I can't legally register my vehicle due to this run around. Per ****** Law, as a dealer, they are required to get me the title within 60 days of purchase. That means I need the title, in hand, by tomorrow July 26th or they have broken ****** Law.

  Business Response

  Date: 08/15/2023

  *****************************,
     Thank you for reaching out to Autotrader via the BBB.   I see your vehicle title was mailed to you on 8/10/23, in addition to a refund check for tax and registration fees as Autotrader understands how frustrating this process was.    Unfortunately as you are awre Autotrader had issues with receiving the title form the seller, hence the delay and we hope this refund will help pacify those frustrations.  

• Initial Complaint

  Date:07/10/2023

  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.

  Autotrader did not do its diligence by confirming the pre-inspection/smog in which engine blew (2015 Range rover sport VIN: ***************** )within the first 15 min into driving the vehicle on April 6, 2023. During the first 15 minutes of plaintiffs possession of the vehicle, the engine blows almost causing a major accident essentially putting the plaintiff in danger. Plaintiff calls Autotrader soon after communicating what happened (via phone and email less than 24 hours) in which there was no return call back or email until many days later until April 10, 2023.After Autotrader/Tred knew about the situation, on the 6th of April the defendant still transferred plaintiffs funds ($25,000.00) on the 11th to the other party (seller)essentially taking plaintiffs money disregarding the urgency/severity of the unsafe vehicle. Autotrader refuses to help/communicate with Plaintiff which plaintiff struggles financially and emotionally after paying over $20,000.00 in repairs. *************** is asking $18,813.24 in damages for 2015 Land Rover including 3-month warranty that defendant maliciously holds. Mechanic diagnostics and wet test revealed a series of 10 major documented failure codes that the vehicle had experienced prior to the sale. It is fact the vehicle would have not passed smog in which contradicts Autotraders, Treds, and *** Automotive guidelines and policies.

  Business Response

  Date: 08/07/2023

  Dear ***************,
  
  We have already received and responded to you directly on 6/23/2023 by our legal department. As per our request, you may reach out directly to our legal department with any additional questions at the contact details we have provided you.
  
  Thank you,
  Autotrader ***

• Initial Complaint

  Date:07/06/2023

  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 for a used car on Friday, June 30, 2023. Paid $50 for ad. Account information got confused and I was unable to access account. Spoke to 3 technical support representatives who were convinced they could correct the problem so i could access the account and respond to potential buyers. None were able to correct the problem. I was unable to contact any interested parties. I was told by 3 different representatives the problem would be escalated. Nothing became of it. I couldn't repost the ad because VIN number was already in an ad I could not access or respond to. I gave up and asked to have the ad removed. I was penalized $35 because the ad ran, even though I could not access it. It cost me not only the $35 penalty but the loss of the sale of my used car. I will never use Autotrader again.

  Business Response

  Date: 07/07/2023

  *****,

    Thank you for contacting Autotrader.com regarding your ad.  I see you posted your ad on 7/1/23 with this email:  
  ES335LVR1@***.COM, then changed it 5 more times using a variety of these email addresses.
  
  ******.******@***.COM
  ES335LVR1@***.COM
  DAVIDACLAYPOOL@***.COM
  
  The last active email on the account was the DAVIDCLAYPOOL email.  You would only be able to interact with your account using that email address.  Once the email is changed, you will not be able to login with the previous emails.

  I see you called in yesterday and was informed that you were not eligible for a refund, however the agent you spoke with did provide a partial credit.   Unfortunately we are not able to refund the entire listing as it was posted to our site.
  
  Here's out terms of sale for private seller listings which includes our refund policy.
  
  ******************************************************
  
  
  
  

  Customer Answer

  Date: 07/07/2023

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

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20282710
  
  I am rejecting this response because:  I inadvertently accepted the businesss response. They failed to take into account that I reported the problem within 15 minutes of posting. The service reps could have removed the ad immediately so the problem could be resolved. Instead they would not remove it, claiming their IT people could fix the problem. They deliberately left the ad online knowing I was unable to access the ad. It would have been easier to remove the ad immediately and I could rebuild it. They would not remove it. I should get the full, $50 refund. Their tactics kept the ad online when it should have been removed the same day it was posted due to account setup issues.
  

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/21/2023

  Thank you for reaching out to Autotrader via the BBB and asking for a refund on a listing that you were not able to login to.
  
  We're seeing a listing was created by you on 7/1/23 and posted live to our site.   We're also see that you edited the listing on 7/3/23 adding the following verbiage:  "Payment Terms; Cash Only!".  Additionally the ad was cancelled on 7/5/23 after it has been on the site for 4 days.  As the listing was posted to our site and we see you were able to edit the ad, we are unable to offer any refund.  The $15 credit that was offered to you was a gesture of goodwill.
  
  If you have any further questions, please contact us at **************
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20282710
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/27/2023

  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 listed a vehicle for sale on Autotrader expecting a normal listing. They charge a $50 fee. After paying it, they send you to a closed sales platform that requires you to send the title to Autotrader and process any payment though them. This was not adequately explained on the website.I immediately called to cancel and request a refund, but the customer service representative repeatedly told me that the service was optional and they could not provide a refund. She refused to transfer me to anyone that could help, and said that this was clearly explained on the website. I checked again and it is not.Please help prevent this disingenuous business from taking advantage of anyone else. This is a predatory business model.

  Business Response

  Date: 06/27/2023

  Thank you for contacting Autotrader via the BBB.  A seller is not required to utilize Autotrader private seller exchange to transfer funds and title,   All sellers are able to exchange payment and title on their own.   While we recommend using the *** tool to transfer payment and title, it's not required.
  
  Unfortunately we were unable to find any records related to this phone and this email on the BBB complaint.
  
  Additionally, we were unable to find any accounts under the client's name in ****.
  
  As such we are unable to identify this customer to provide adequate service.  Please contact us at ************ for assistance.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20244298
  
  I am rejecting this response because: The issue is not whether I have to use the service. The issue is that the ad creation process is designed to deceive the user into paying for the service, and the refusal to give a refund.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2023

  Thank you for contacting Autotrader via the BBB.  As previously mentioned, we are unable to find any transactions for this client.  Please call ************ so we can research this case.