Complaints

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:06/13/2023

  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.

  On April 24,2023 I purchased a 2013 Cadillac XTS. Right after signing the car went in for cv axle ************ I picked up the vehicle I noticed a tick noise from the engine and suspension noise. I took several videos of the engine making this noise. Upon the 2nd appointment I showed Alexandria and a mechanic the videos. 2 days later when I picked up the car they said they had to order a part and heard no noise. 2 was later car back for the part and I still complained about engine noise. Once again nothing. At my cost I brought vehicle to 2 other repair shops for opinions. I uploaded the information of the problems. I called on a Friday and was told the owner would call n Monday. Once he called he offered me a warranty which he sent information on, once I was able to look it over in detail I realized it wasn't going to fix the problems it has. His other suggestion was he would find me another car. Personally this is a bad experience and I wouldn't trust buying another car from this place. Also, all the paperwork, warranty info and registration info is showing 2k less miles than the Title, the Carfax and the Vehicle. Was this done purposely because of issues with the vehicle to get it out of warranty??? All the issues on this car need to fixed correctly at a reputable dealership or I ask for a refund.

  Business Response

  Date: 06/27/2023

  Upon receiving the complaint, we had reached out to the customer to resolve the issue and had agreed to buy vehicle back. ******** had stated to us that he was going to retract the complaint. 

  Customer Answer

  Date: 06/27/2023

   
  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. Vehicle has been purchased and payed off on 6-22-23 by the dealer. They were very responsive and respectful which I appreciated. I thank you for your help solving this problem and I'm very glad I didn't have to pursue this in a more legal manner. 
  
  Sincerely,
  
  ***** St *******

• Initial Complaint

  Date:08/31/2022

  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 purchased a vehicle from brills auto on 12-14-2021 for $14,216.25 They inspected it,it kept failing for emissions. It was passed by them on 1-22-2022. I'm a low milage driver. I took the vehicle to ******** for an oil change on 8/19/2022. They informed me the vehicle was a hazard, wasnt driveable,&wasn't fixable,due to all the severe rust on the undercarrage. Right rack mount is close to breaking off due to being rusted through,with a major crack. Both rear shocks are rusted so bad they are leaking. All four tires have horrible dry rot,and very low tread. Leaking oil onto the belts,front lower control arm bushings are ripping. The above damage could not have happened in the short amount of time I've owned it!! I've barely put ***** miles on it. I would like a refund. I don't want another car from him,due to him being untrustworthy. I now own a very expensive lawn decoration,that I'll be paying on for the next six years. He took advantage of me, I had let him know that I'm disabled,with very low income,needed a decent vehicle. He reasurred me this was a safe vehicle,when in fact its a dangerous hazard!!! They passed it for inspection,the tires alone should have failed it,never mind the worst of the issues.

  Business Response

  Date: 09/15/2022

  We met with ***************************** and looked at her Equinox on the lift. We don't agree with the assessment of her car by another shop. Even though she has owned her car for 10 months we still bought back her car. We never want a customer to be dissatisfied with a vehicle purchased from us.