Complaints

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

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  Cook Auto Aberdeen

  1136 S Philadelphia Blvd Aberdeen, MD 21001-3911

• 

  Cook Auto Aberdeen

  Corner Rt. 40 & Rt. 7 Aberdeen, MD 21001

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:05/12/2025

  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.

   
  Complaint: 23312635
  
  I am rejecting this response because:

  I am 100% certain that my glove box, nor my arm rest, was open when I dropped off the vehicle. Everything was pulled out of every compartment of my vehicle including the rear seat pouch, besides the trunk, and thrown around my vehicle. I would like video proof of my vehicle being ransacked when I dropped it off (because I am certain that it was not). This dealership is lying to their customers to get out of responsibility of their actions. The employees left my vehicle unlocked and open to criminals to ransack. 

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

  On Monday, May 5th, I had not received a response from Max, so I called his cell phone. He answered and I told him about the missing reader. He informed me that he did some investigation on his own and determined that I had dropped my vehicle off ransacked. This was a complete lie and I don't know how he came up with that conclusion. I voiced my concern about his lie, and he stated that he would talk to the service manager and get back to me. Later that day, he called me back stating that the *** reader was not in their lost and found, and that he did not believe someone from the dealership stole in. I informed him that someone from the dealership must have left my vehicle unlocked for it to be ransacked and items stolen from it. He advised that it was not their responsiblity. I asked to speak with the General Manager and he advised that he would get me in touch with them. I have not heard anything since. I am requesting a new *** reader or compensation for dealership negligence/lies.

  Business Response

  Date: 05/12/2025

  Cook Motorcars conducted a thorough investigation into the situation. The service advisor notated that the glovebox was open when the vehicle was dropped off for service. If there was theft, Cook Motorcars is not responsible and suggests making an insurance claim.  

  Business Response

  Date: 05/13/2025

  If the vehicle was broken in to and theft had occurred it is still not the responsibility of Cook Motorcars, that would be an insurance claim.   

  Customer Answer

  Date: 05/27/2025

  This complaint was not resolved or attempted to be resolved in good faith by the dealership. They doubled down on their lie and advised that my vehicle was dropped off in a ransacked condition, but can not prove it. I would like to know the steps (i'm assuming reviewing video surveillence) taken to prove my vehicle was dropped off ransacked. I would like to observe this video, but if this video can only be reviewed by the BBB, that is fine. I am positive it will show that my vehicle was dropped off in perfect interior condition with nothing on the seats or floors.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23312635
  
  I am rejecting this response because:This complaint was not resolved or attempted to be resolved in good faith by the dealership. They doubled down on their lie and advised that my vehicle was dropped off in a ransacked condition, but can not prove it. I would like to know the steps (i'm assuming reviewing video surveillence) taken to prove my vehicle was dropped off ransacked. I would like to observe this video, but if this video can only be reviewed by the BBB, that is fine. I am positive it will show that my vehicle was dropped off in perfect interior condition with nothing on the seats or floors.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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.

  During the purchase of a vehicle from Cook ***** (the "Dealership") on 14-Mar-2024, a third-party service contract warranty ("**** ******") was bundled as part of the transaction. I submitted a refund request, along with a copy of the warranty sales receipt, to the warranty provider, ********** ******** ************* *** (the "Service Provider"), on 18-Mar-2024, 19-Mar-2024, 03-Apr-2024, and 15-Apr-2024. Each time, I received a reply from the Service Provider stating that no contract could be located for the vehicle VIN and customer name.

  Business Response

  Date: 08/05/2024

  Product cancellation requests have to be done at the dealership. We have not received any cancellation requests from this customer. If the customer would like to reach out to us directly we can process it. 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The accident that occurred on 2/14/24, was very minor it was only a tap on the front bumper with scratch paint. The extensive damage found by ***** body shop was present before the car was sold to me. The accident did not total $10,000. I will upload the picture to show the accident . Cook's Auto is trying to cover up their fraudulent sale, the accident occurred on the left side not the right side where all the damage was found.

  Business Response

  Date: 07/30/2024

  Customer stated to us that she had gotten into an accident recently with the vehicle and body shop is claiming there is prior damage to the vehicle. When the vehicle was purchased from us there was no history of accidents on the ******. We are not responsible to pay for the repairs on the vehicle from her recent accident after the purchase.  

  Business Response

  Date: 07/30/2024

  The vehicle was purchased over a year ago with no history of accidents. Nothing was documented at the time of sale. The vehicle passed Maryland state inspection before the customer had taken delivery of the vehicle. We are not taking responsibility for this. 

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new 0 miles on it car from business and they never put the wheel lock key in my car. Fast-forward to a year later, I have a nail in my tire, brought it to get it serviced and found out that there was no lock key in my car. I called the dealership. They informed me that they did put it in there and theres nothing they can do for me. I am very dissatisfied with this policy as I am paying thousands of dollars for this car.

  Business Response

  Date: 05/17/2024

  We do apologize that you are in a situation where your wheel lock is missing. We have not done any service on this vehicle in over a year and make sure that all components are in the vehicle at the time of delivery. I would check with any service shops you have used recently, especially if they had rotated your tires. At this time, we are not responsible for any missing components after a year of the vehicle being sold and us not servicing it. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21409636
  
  I am rejecting this response because: What the business supplied was not in fact a warranty or anything that actually says I have a warranty on this part. They provided a flyer from ************ parts which explains various warranty options and plans that they offer. When I purchased the part, I was told there is a lifetime warranty on it. I should not have to purchase another warranty plan. I need something from **** stating that there is a lifetime warranty on this transmission as originally agreed upon. This is important so that I can show the dealership that this part is covered if it should fail again. Also, if the vehicle is later sold or traded in then the new owner would have a copy of this warranty. I can't just hand them a flyer from ******* Auto parts and expect that they would accept that as proof of a warranty. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/11/2024

  We have provided the customer with a copy of the repair order and the warranty information from the source which we had received the transmission from. If the customer would like to provide an email I can scan and send the information again. We are a full disclosure service repair facility and provide all information requested by the customer, we apologize if the information we provided is deemed insufficient by the customer but we provided the information that ******* stated was for the warranty.  

  Business Response

  Date: 03/12/2024

  ****,

  I can appreciate your thoroughness on making sure the warranty is valid but we can only provide what the supplier provides to us. I think your complaint is more with the supplier then with Cook based off of what you are stating. I would be more then happy to get you in contact with the supplier as we are receiving our information directly from them. I don't disagree with you on wanting more detailed paperwork for the warranty but if the supplier is stating that the only paperwork needed is a copy of the repair order with the supplied part number, then I'm not sure where to go from here. Please respond and let me know if you would like to contact them directly.

  Thank you,

  *** ****

• Initial Complaint

  Date:08/18/2023

  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.

  I bought a 2019 used car with ****** miles and a factory warranty and also an extended warranty from cook Mazda on 7/25/2023. 18 days after I bought it on 8/12/2023 the check engine light comes on and the car breaks down. Called Cook Mazda about bring it in and getting a rental car. **** told be they dont honor the warranty that I have to call hyuandi to have it fixed. I asked them if since I only had it for 18 days if I can return the car and buy another car since something was wrong with it that they didnt disclose to me and they told me I cant return it and I can only trade it in for ***** less than what I paid for it 18 days ago. So I would lose my trade in deposit and an additional ***** would be tacked on to a new loan. I didnt want to do that since I only had the car for 2 weeks and it was defected. Cook Mazda refused to give me a rental car while my car is being fixed. ******* came and towed my car to the nearest ******* dealership. They wont give me a rental car either. So now Ive been without a car for a week and have missed 2 days of work. Cook Mazda has refused to help me through this process and it has been a nightmare.

  Business Response

  Date: 08/18/2023

  Customer purchased a 2019 ******* Tucson from us. After 2 1/2 weeks customer was experiencing a concern with the vehicle. Customers vehicle is under warranty with *******, which is where the repairs are being taken place. ******* under the factory warranty is required to provide a loaner vehicle. We gave the customer the option of trading out of it with no additional money out of pocket, they declined to do so. 

• Initial Complaint

  Date:06/15/2023

  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.

   
  Complaint: 20186193
  
  I am rejecting this response because:

   

  I want to start off by thanking the BBB for helping me with this complaint. I did get a call from Mazda cook yesterday, 6/15/23. The gentleman (please note I say the word gentleman just to protect the confidentiality of the individual that spoke to me) over the service department asked me to explain my complaint, which I did, while also highlighting that I was disappointed it took BBB intervention for the company to even call me back or respond. The gentleman proceeded to ask me what I would like a resolution to look like. I explained that I would love it if I could get refunded the original cost of the faulty left axle installment as well as the faulty diagnostic appointment in May, but that I understood a more realistic expectation would just to get a refund on the 140 diagnostic charge. The gentleman than proceeded to tell me that they would give me a refund only if I took down my review of their company on BBB - I am pretty sure that qualifies as blackmail. I would have been more than satisfied to just get a refund for the faulty diagnostic charge (ignoring that they improperly installed my front left axle which cost me hundreds) and chalk the experience up as a bad situation and to drop. Instead, the gentleman seemed adamant that the only resolution was for me to take down my BBB complaint (while also not giving me any sort of guarantee I would get a refund). I was in the middle of a team building work engagement at the time of the call and was being asked by my coworkers in the background that I needed to put my phone away. The gentleman continued asking me if I would take down my review of the company. I explained to the gentleman that I appreciated his time in calling me, but that I was in a prior engagement and needed to get off the phone. I reiterated that I would think and ideal resolution would be a refund of the 140 diagnostic charge and to call it a day, but that such a decision wasn't something I could make, the company had to choose that resolution if they so desired, and that I didn't appreciate being - for lack of a better word - blackmailed to take down my review of the company just to possibly get a refund. That is improper and lacking in business ethics. I would still like the resolution to be a refund of the 140 diagnostic charge and then to drop the matter (while still keeping my original BBB review up, though I'd be happy to amend it if possible to include any resolution that comes from this). I look forward to hearing a reply from the other party and appreciate everyone's time and concern in this matter.
  
  Sincerely,
  
  ******* *******

  axle previously which had cost me over a grand to fix. ******** customer service and they wont respond to my complaint or acknowledge my problem. Unfortunately bbb is my last resort to get in contact with the company, as they refuse to acknowledge their mistake on this, or that they charged me for an incorrect and false diagnosis.

  Business Response

  Date: 06/15/2023

  We are writing in response to the complaint filed against our company by ******* ******* regarding the alleged misdiagnosis of their car. We take customer concerns seriously and appreciate the opportunity to address this matter.
  First and foremost, we apologize for any inconvenience or frustration experienced by *******. We strive to provide excellent service and accurate diagnostics to all our customers, and it is regrettable that ******* feels that we fell short in this instance.
  After thoroughly reviewing the details of the complaint and consulting our records, we would like to provide some clarification on the matter. On 5/10/23, ******* brought their vehicle to our facility for a diagnostic assessment due to a reported issue. Our experienced technicians conducted a comprehensive examination of the vehicle, utilizing industry-standard diagnostic equipment and their expertise to identify the problem accurately.
  We understand that ******* *** be dissatisfied with the diagnosis provided, and we recognize that misdiagnoses can occur in rare cases despite our best efforts. However, we assure you that our technicians are highly trained and diligent in their work, striving for accurate and reliable assessments. Automobile diagnostics can be complex, and there are instances where additional issues may arise during the repair process, which could potentially affect the initial diagnosis.
  At Cook Motorcars **** we value our customers' satisfaction and take pride in our commitment to resolving issues promptly and professionally. We believe that open communication is key to resolving any dispute, and we are dedicated to finding a mutually satisfactory resolution with *******. In an effort to come to a resolution with *******, we reached out and during the conversation ******* **** up on us not wanting a resolution. 
  Once again, we apologize for any inconvenience caused, and we appreciate the opportunity to address this complaint through the Better Business Bureau. We value our association with the BBB and will continue to uphold the highest standards of customer service and integrity.
  Thank you for your attention to this matter. If you require any further information or have any additional questions, please do not hesitate to contact us.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20186193
  
  I am rejecting this response because:

   

  In the original response from Mazda Cook on 6/15/23 the company stated I wanted no resolution and hung up on them. After putting in my response, I see that on 6/16 they have responded back to me acknowledging that I did in fact want a resolution for the 140$ diagnostic fee and didn't just 'want no resolution and hang up (just to paraphrase Mazda's response), but stated they would like me to amend my original BBB review to include any resolution. As stated previously, I am comfortable amending my review to include that the resolution would be a refund of the diagnostic fee and no further communication by either party, however I am not comfortable amending my review until Mazda Cook refunds my money (140$ diagnostic charge), as otherwise I have no assurance that they will uphold their word or follow through on their end of the resolution. I would find this a satisfactory resolution to the matter.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  

  In the original response from Mazda Cook on 6/15/23 the company stated I wanted no resolution and hung up on them. After putting in my response, I see that on 6/16 they have responded back to me acknowledging that I did in fact want a resolution for the 140$ diagnostic fee and didn't just 'want no resolution and hang up (just to paraphrase Mazda's response), but stated they would like me to amend my original BBB review to include any resolution. As stated previously, I am comfortable amending my review to include that the resolution would be a refund of the diagnostic fee and no further communication by either party, however I am not comfortable amending my review until Mazda Cook refunds my money (140$ diagnostic charge), as otherwise I have no assurance that they will uphold their word or follow through on their end of the resolution. I would find this a satisfactory resolution to the matter.

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

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

  Business Response

  Date: 06/16/2023

  We certainly take all concerns by customers seriously. During the phone call the customer stated that the sufficient resolution would be for us to refund the diagnostic charge that she had incured. I had agreed that I would do so. I asked ******* if she would be willing to update the review with the updated information of us resolving the situation. There was no offer of an exchange of efforts, I am still willing to refund the diagnostic charge to resolve the customer concern, but I feel it is fair to update the review with the most recent information which would be us coming to a resolution. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:  Hey BBB, I appreciate all the help you guys have given me so far. I want to follow up in regards to complaint ID ******** filed on 6/14/23. The resolution to that complaint was the company in question was going to refund me a 140$ and I'd revise my BBB review of them to include that we came to a satisfactory resolution. It's been over a week since the BBB complaint was closed and I've gotten no refund. I tried emailing the company and contacting them online through their website with no response. Am I allowed to open a new complaint against them or can I add a note to complaint ********? Thanks for all the help!
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/05/2023

  You have been trying to dispute the credit card charge. I am going to mail you the refund but please stop trying to dispute the credit card charge. Thank you. 

  Customer Answer

  Date: 07/05/2023

   
  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. I have not disputed the credit card charge and look forward to my refund coming by check asap.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/25/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  ***BBB Note via phone....the consumer has advised that they do not agree with the response because of having to take the car back for repairs several times.*** 
  
  
  
  Sincerely,
  
  
  
  Peggy *******

  Business Response

  Date: 05/03/2023

  Customer purchased the vehicle on 2/27/2023. Customer brought the vehicle in stating that the check engine light had come on and the vehicle was jerking and shaking. we immediately took the vehicle in the shop and performed diagnostic procedure by checking the system for codes, there were none present, then the technician performed a road test which there were no issues found. Customer took the vehicle and the concern did not come back. Customer brought the vehicle in on 3/14/2023 stating there was an oil leak, technician performed diagnostic and found seapage coming from the oil pressure switch. Technician replaced the oil pressure switch and customer was not charged for the repair. Customer brought the vehicle back again on 3/17/2023 stating there was another oil leak. We provided the customer with a loaner vehicle during the duration of the repair. Technician diagnosed the vehicle and found the seal next to the oil pressure switch had some seapage, we replaced the seal and returned the vehicle back to the customer. Customer brought the loaner vehicle back with an empty tank and drove over the allowable mileage and refused to fill the loaner vehicle up even though the contract for the loaner vehicle states that the customer is responsible for the gas. customer brought the vehicle in on 4/13/2023 stating there was an oil leak, technician performed the diagnosis on the vehicle and found there were no outstanding leaks other then small seapage from the oil cooler. We replaced the oil cooler in good faith to help the customer. The vehicle has not returned since. 

  Business Response

  Date: 05/04/2023

  We have addressed all of the customers concerns with the vehicle as stated in our previous repsonse in an effort to help the customer. The customer has not returned to us with any new concerns with the vehicle that was purchased. 

• Initial Complaint

  Date:08/18/2022

  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.

  Early 2022 I purchased a $1700 policy for dents, losing key, windshield damage. I canceled the policy with the insurance company They sent the confirmation to cook that it was canceled. So I have yet to see the refund and my finance company hasn't seen one either cause I put $7000 down So I've reached out to speak about where the money went, I'm promised to get a phone call back and don't.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Contact Name and Title: Sam Cook General Manager
  Contact Phone: **********
  Contact Email: *****@cookautomotive.com
  ***********, we apologize for any confusion about this matter. We had received the request for cancelation for the policy and processed your request on 07/19/2022 and sent the check to the lender on 07/22/2022. We are showing a confirmation on our end that the lender processed the check and put it towards your account. If you have any questions please feel free to reach out at any time.
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  Cook motors complaint
  External
  Inbox
  
  *********** <*********@aol.com>
  1:43 PM (9 minutes ago)
  to me
  
  Good afternoon. My name is *********** and I filed a complaint yesterday. This morning the dealership contacted me to resolve the issue and it has been resolved. It's amazing how fast they wanted to make it go away. But everything got resolved. I appreciate the effort and work done to get this issue resolved. You can dismiss the complaint or however it is completed. Thanks again for the time to help me out.Any questions, feel free to give me a call. Thank you. ***********. ************