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:05/31/2023

  Type:Sales and Advertising 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 list my 4Runner for sale on their site. AFTER paying $49.00 to list it, I find out more information is needed so it can be sold. Also it didn't state that I have to also pay them a percentage of the sale price on top of the listing fee. I tried contacting autotrader to obtain help and cancel the ad for a refund. I have had no response and can't help from support. I started receiving nothing but scam inquires about the 4Runner and since I couldn't seem to get help from anyone at autotrader, I deleted the ad. So here I am in hopes I can actually get someone to respond to this complaint.

  Business Response

  Date: 05/31/2023

  *****,
  
    The fee you pay to Autotrader when you sell your vehicle is only applicable if you choose to sell your car via the private seller exchange.  You are not required to use this service, and many clients choose to use Autotrader to *********** their vehicle for sale and handle the transaction and transfer of the title on their own.  
  
  That being said, i see you requested a refund within 24 hours of placing your ad via email.  As this message was received within 24 hours of you placing your listing, i have approved the refund for you.  We are processing this refund this evening, but it typically takes financial institutions a few days to process the credit.

  Customer Answer

  Date: 05/31/2023

   
  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. Thank you very much. 
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:05/17/2023

  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 April 24, I was notified by ************------ at ************************** that I had won the Fueled by Autotrader Sweepstakes. I had entered this contest and was thrilled to win. I filled out the tax forms and had my information notarized. This past Monday I received a check for $3000 that my bank promply refused and told me it was a scam. The check was stamped AFS in red letters and returned to me uncashed. I emailed Autotrader and their only response was that " Unfortunately, this appears to get spam mail. I apologize for the inconvenience." Probability Works is listed as administrator of the sweepstakes in the rules: *************************************************************************** and I gave them my SS#. I would like an explanation how someone scammed my info from this contest.

  Business Response

  Date: 05/18/2023

  Thank you for reporting a business using our name and intellectual property without our permission.  We will research this and take action as appropriate.  We also recommend any questions for this business, to be directed to that business.

  Customer Answer

  Date: 05/18/2023

  The Fueled by Autotrader Sweepstakes was phony?

• Initial Complaint

  Date:05/12/2023

  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.

  Two weeks ago I went to list my vehicle for sale on their site and after entering everything and thinking I was done and paying $49.00 to list it and after taking my money I find out they even require additional information before it can be sold which I did not have and also disclose that I have to also pay them a percentage of the sale price on top of the listing fee so I just clicked Cancel and waited two weeks to see if they would kindly return my $49.00 to my checking account and after not seeing it returned I contacted them and told them I want a refund and they replied they would give me $10.00 of it back and I told them no that I would let the BBB decide. It should be a scam to make you pay for something before everything is completed and disclosed. Not after they take your money.

  Business Response

  Date: 05/18/2023

  Thank you for the note.  We are unable to share personal identifiable information with a 3rd party, such as the BBB.   Please call ** at 866 Autotrader to discuss this issue.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20053400
  
  I am rejecting this response because: I have already contacted them and didn't agree with their response of $10 refund which is why I am here. I was never able to enter the information they require to even sale my vehicle so a phone call to them is not going to solve anything that they can't solve right here. If I never entered all the information you require to sale my vehicle then why was I even ever charged?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/22/2023

  Please note, we are unable to discuss any personal information with a 3rd party such as the BBB.  For assistance with this matter, please call ************. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20053400
  
  I am rejecting this response because:  There is nothing personal that cant be communicated with BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2023

  Type:Product 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.

  My brother passed away late last summer and in January I received his **** nova that he had restored. I do not know much about older vehicles. I am 68 years old and recently retired. I was torn about whether I should try to sell it, or keep it. It is is difficult for me to drive, and I don't feel safe driving it. But I am sentimental about it. I decided to try an ad on Classic Autotrader as I had searched online for similar cars and some listed by dealers on this site came up. I took a bunch of pictures and made a couple of short videos on my apple phone. I created a login to classic autotrader and posted the ad, providing my credit card on the morning of Nov 26. Less than 10 minutes later I got email saying it was live. I was never informed of their policy at all. The video that I submitted was not on the ad. I received an email saying someone was interested about 2 hours later. Asking if I was going to be home this weekend. I started having regrets right away about whether this was a good idea or not. My heart was telling me I should keep the car. I sent an email on morning of 9/29 saying I would like to cancel ad and request refund or partial refund. One other interested said they would send someone to pick up the car once their check cleared. that sounded suspicious so I forwarded it - as instructed - but never heard anything. I got a canned response to my cancel request saying - their policy is no refunds whatsoever - but it came from Autotrader not Classic Autotrader. So I tried to find refund policy on Classic Autotrader - and there was none. So I emailed Classic Autotrader and asked for a refund - as I just did not think I could sell it at this time due to sentiment. and it had just been listed for about 3 days. I thought all purchases regarding anything automobile have a 3 day grace ******* They responded by cancelling my ad and telling me no refund. So I indicated to my credit card that I am disputing this charge. Sad.

  Business Response

  Date: 05/09/2023

  ****,

    Thank you for reaching out to Autotrader via the BBB.  You listed this vehicle on 4/26/23.  On 4/29/23 you requested a refund after it had been live for 3 days staring the reason as "  I recently inherited this car from my brother. I cannot sell this vehicle, it means too much to me".
  
  As such, we are unable to refund this listing for you.  If you would like to discuss this further, please call us at ************** (1-866-AUTOTRADER).
  
  Regards,

  Corporate Affairs
  
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20029756
  
  I am rejecting this response because - they have not indicated that they will consider providing a refund.  They have only indicated I should call them.

  They need to indicate their willingness to negotiate.  I am willing to negotiate a compromise, and feel they should do the same in writing.
  

  I was NOT made aware of their refund policy before or while placing the ad.

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

  Business Response

  Date: 05/09/2023

  ****,

    We are unable to offer a refund to you, due to the reasons stated previously.
  
  If you would like to discuss further, please contact us at ************ (1-866-AUTOTRADER).
  
  Regards,
  
  Corporate Affairs.

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/06/2023

  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 placed an ad on AutoTrader to assist a person who is not computer savvy sell her car. Autotrader would not allow the transaction to occur because it needed to be an account set up in her name(the car owner) instead of in my name( I completed all verification in my name). All verification data and proof of ownership of the car and payment to my friend was available to transfer the ad into her own account, yet this was not given as an option. I was unable to sell a car after wasting several weeks on the site, while at the time several interested buyers were scheduled for a test drive to purchase the car today. I contacted Auto trader specifically to figure out how to complete required verification for my friend and no solution was given other than to close my account and relist the car for another $50 fee. I was charged $50 for an ad that could never have been used to sell the car through their system (because I set it up wrong apparently) per their not publicly disclosed policy. Nowhere was it indicated this policy existed in a prominently located place. This is a scam to collect ad revenue for literally nothing. I will never use them again if this remains their policy.

  Business Response

  Date: 05/18/2023

  Thank you for the note.  Private Seller Listings are for people selling their personally owned vehicles.    
  
  1.A of our visitor's agreement, listed here  (******************************************************) states the following.  
  
  Private Seller Ads are available only to private sellers who want to list their personally owned vehicle(s) for sale.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20027178
  
  I am rejecting this response because:

  This is precisely the complaint. They have a guarantee to sell your car in 30 days. It was under 30 days. The care could not be sold per their terms and conditions undisclosed to me at the time the account to sell the car was establish. Its fraud to retain my fee when selling the car was impossible under their own rules. I should have a received a full refund with instructions on listing the car correctly. Instead they decided to keep the fee, and suggest I give them another $50 to repost the car. No chance of that, this company is scamming me for a service that they did not deliver. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/31/2023

  *******************, 

    Thank you for the note. We wanted to clear up some confusion with your complaint.   Autotrader does not guarantee that your call will sell when listed on our site.  We will list it for you, and attempt to help facilitate the sell, but ultimately the decision to buy and for what price is up to the buyer and seller.  
  
  On your listing, i see you placed the ad on 4/19/23, received a number of leads, and even set up a few test drives for Saturday May 6th.   Also, i see the ad was removed by the seller later that same afternoon, May 6 2023.  As such, this vehicle would not be eligible for refund as the listing was active, the seller was able to engage with buyers, and the listing was removed by the seller after those test drives were setup.   

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20027178
  
  I am rejecting this response because:
  There was no possible way to sell the car through the Autortrader secure system due to Autotrader policies. Their guarantee says they will run the Ad for a year if it does not sell. I did not even run the ad for a month.  I removed the ad when they informed me the car cant be sold through their secure system due to my improperly setting the account up. This simply should have been refunded or allowed to be set up correctly so that it could be sold through their system. I have already disputed the charge with my credit card company as well. Lousy customer service and a horrible business to deal with. I cant believe with this abysmal service they are going to remain a viable business for long. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/31/2023

  *******************, thank you for the reply.  Due to the reasons stated earlier, we are unable to refund a listing which we posted on our site.   We apologize for any inconvenience.    If you have any questions, please contact us at 866 Autotrader.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20027178
  
  I am rejecting this response because:
  This is a complete scam! I will be reporting your firm for fraud to the ** department of commerce as well as the Federal Trade commission. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  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.

  Autotrader is a platform to buy/sell cars. I have paid $40 to list my vehicle on autotrader.com. For nearly a month now, the company has a known issue that is preventing sellers from communicating with prospective buyers via the website. Functionally, that means I am unable to actually sell my vehicle via their website. They have refused to give me a refund and apologized for the inconvenience. They are charging me for a service that they are unable to deliver and keeping my money. That is fraud.

  Business Response

  Date: 04/25/2023

  Good Morning.    Can you please give us a call at ************ to discuss this issue further.  
  
  Thanks!
  Corporate Affairs.

• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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.

  On March 20, 2023 I placed an order to list my vehicle with Autotrader. A couple days later I received an email that the listing was active. I then did the following search on Autotrader - 2017 Tesla Model X 100D, 20 miles, and my vehicle did not show up in the listings. I then removed "100D" and my vehicle showed up which meant that Autotrader did not list my vehicle correctly. I looked at my listing and it did not show "100D" in the title and showed 90D in the specifications. I contacted Autotrader about the issue. I had two people contact me, ***** and an unknown individual, and they both stated the would correct the issue. I received a follow up email from both of them stating the issue had been resolved. I repeated the aforementioned search and again my vehicle did not show up. I responded to their email about the issue and they are not responding. The attachment to this complaint shows both my vehicle incorrectly listed and a 100D which is correctly listed.

  Business Response

  Date: 04/05/2023

  Thank you for the note.  I just queried your listing, and it's listed as a P100D on our site. 
  
  Here's the direct URL for you,
  
  ***********************************************************************************************************

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19897900
  
  I am rejecting this response because:

  As I mentioned, and as I just performed, when I do the following search - 2017 Tesla Model X 100D, my vehicle does NOT show up in the results, therefore it is not correct. Also, as I mentioned, my car is not listed as 100D as other 100D vehicles are listed as shown by the attached picture. Please fix or delete my listing and provide a refund.

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

  Business Response

  Date: 04/11/2023

  Thanks for the reply.  Please contact us at **************** to help with this matter further.  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19897900
  
  I am rejecting this response because:

  Ive already contact them by phone several times with no resolution which is why I field the BBB complaint.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 05/18/2023

  Thank you for the note.  I see a credit was issued to the credit card used to purchase the listing on 4/25 and was accepted by the bank.   If you have additional questions, we would request you contact your financial institution as to the status of this refund.  We can also be reached at 866 Autotrader.  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19897900
  
  I am rejecting this response because:

  What are the last four digits of the credit card used so I can verify the refund because I don't see it on my end.

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

  Business Response

  Date: 05/22/2023

  Thank you for the note, unfortunately we are unable to provide payment information such as credit card numbers, even the last 4, with a 3rd party such as the BBB.  Please contact Autotrader ************ for any personal information.

   

   

  Customer Answer

  Date: 05/22/2023

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

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service 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.

  In October i placed a car ad that was stored to be for 1 year at $49.99.i never received any notice that my ad had expired, until i noticed i wasnt receiving any calls. i reached out to Autotrader and was told that there is nothing they can do since the ad had been expired for 30 days.i then called the customer supporr at *****************************, and was met by a very rude customer support agent that told me i should have read the terms and conditions.this is unacceptable from a business. i have listed 5 vehicles on Autotrader before, and this is the absolute worst experience. i would recommend customers find another service to list their vehicle. Autotrader clearly just wants to get people to pay $49 more frequently, instead of having the integrity to do what is right for their customers.

  Business Response

  Date: 03/06/2023

  Thank you for contacting autotrader.  We see you did purchase a listing in September, 9/23/22.  Our ads run for 30 days unless click the reactivation button.   I have authorized the reactivation of this listing for you at no charge.  

  Customer Answer

  Date: 03/06/2023

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

• Initial Complaint

  Date:03/01/2023

  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.

  Autotrader website states charged me for the vehicle but I have still not been able to pick it up, even though they have received payment of $4234.00 and had been cleared through my credit Union. Autotrader claims they dont have the payment. I have had my money taken from me instantly and still have no vehicle in my possession. I have gone to my credit union to speed up the release of funds but according to RBFCU they have already released the funds to Autotrader three business days ago and I have not gotten one single correspondence from Autotrader as to what step they are on in the payment process and releasing the car to me. I have been charged thousands of dollars to NOT have my vehicle. This is the worst car buying process I have ever experienced. Autotrader should not be able to buy or sell cars online. They make you feel as if they stole your money. I have not one email, phone call or text letting me know the status of the buying process. Autotrader takes your money but does not give you your car in a timely manner nor do they communicate with you after the buying process starts. The website states that everything done online on Autotrader.com is safe, fast and reliable and the payment process is instant. All lies!!!! They take your money and run!!! No communication from Autotrader.com after you have made payment.

  Business Response

  Date: 03/01/2023

  Thank you for reaching out to Autotrader.com regarding your complaint.  In order to help you with this issue please call us at **************,  We are unable to share personal information via the BBB.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 in Auto Trader Classic on line to sell my *********************** November of 2022, for six months. Despite the claims by Auto Trader, The only people who have emailed me regarding the car are scammers. They all want to send a check over the amount of asking price and send a vehicle transport to my house to collect the vehicle before the check clears. The scammers all have the same area code for their fictious phone numbers and use very poor grammar. AutoTrader Classic claims that they screen and filter out potential scammers but I have had approximately 25 inquiries from scammers since I started the ad. I would like my money refunded back to me as this is clearly not as they represented in their application. I paid $99.00 for a six month ad and would like my money refunded.

  Business Response

  Date: 02/17/2023

  Were sorry you had this experience on Autotrader Classics.  Please give us a call at **************.
  
  Regards,

  Corporate Affairs
  
  Thanks.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19347950
  
  I am rejecting this response because:
  The customer service representative declined to give me a refund as they said my ad had a lot of exposure which is what they sell.  Even though I advised him that every request was from scammers, he would not listen.  He simply said they would not issue a refund.  I advised him that I would be filing a complaint.  
  Sincerely,
  
  ***************************