Complaints

This profile includes complaints for Hi-Lo Auto Sales of Maryland Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hi-Lo Auto Sales of Maryland Inc.

  1427 W Patrick St Frederick, MD 21702-9061

  
• 

  Hi-Lo Auto Sales of Maryland Inc.

  5616 Urbana Pike Frederick, MD 21704-7306

  
• 

  Hi-Lo Auto Sales of Maryland Inc.

  10026 York Rd Cockeysville, MD 21030-3304

  
• 

  Hi-Lo Auto Sales of Maryland Inc.

  8594 Baltimore National Pike Ellicott City, MD 21043

  

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:06/12/2025

  Type:Order 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.

  Negotiated an extended warranty at the time of sale, sold car a few months later due to repeated engine failure. When I attempted to cancel warranty, I was told by warranty company, AUL, I was entitled to prorated refund of $1,272.00 since car was paid off prior to selling and no money owed to lender.
  
  I emailed Hi Lo a copy of cancellation request on April 23 for them to sign and submit. They have been direct recipient or CC’d on every email since along with warranty company.
  
  Warranty company informed me last week that they had already issued refund check to Hi Lo, after nearly 2 months and ZERO reply, HiLo just called this week to inform me that they are keeping the refund because it was not included in the sale on the purchase order, even though that was the major negotiating item during purchase. They’ve let me do all the leg work (they had initially submitted incorrect warranty, which had already been resolved by dealership and correctly submitted to AUL) and, their first and only response in almost 2 months is just to say they are keeping the refund.
  
  You cannot leave a voicemail at this location and they do not reply to emails.

  Business Response

  Date: 06/16/2025

  Ms ******* did purchase a 2020 Honda CRV on 12/19/24. During the course of negotiating a deal with the customer, we offered a no charge 6 month/6000 mile warranty. She countered and requested a 12 month/12000 mile warranty.

  We agreed on that and finalized the Sale price and moved forward with deal. The important factor with the warranty was that this was given as a no cost to the customer.

  Attached please find the Signed Buyers order showing 0.00 charge for Service Contract

  Also please find the cover page for the Warranty showing a 0.00 selling price

  Additionally please find the Final Acceptance showing the warranty as 0.00 ( essential giveaway ) price

  We understand that AUL advised the customer that a refund was forthcoming, but that refund is due to Hi Lo Auto Sales as the payer of the funds used to purchase the Warranty.  In summary it is the position of Hi Lo Auto Sales, that we paid for the warranty, the customer in no way shape or form paid anything for the warranty and therefore would have no entitlement to the warranty refund. We feel any refund given to the customer for represent unfair enrichment, since MS. ******* did not contribute any funds towards the purchase price of the warranty provided.

  I have reached out to MS. ******* on several occasions, inviting her to discuss this matter, as of this writing, we have had no response

  I also have reached out to her via her online review, inviting her to call to discuss, and she hasn't responded.

  Im available anytime  ****, ************

  Customer Answer

  Date: 06/16/2025

  Numerous times?  Twice; they have attempted to contact me twice since I filed with BBB.  They left a message on Tuesday, which I attempted to return, but no voicemail available.  And again today- numerous seems like a bit of an exaggeration.
  

  If you revisit my previous complaint filed, you’ll see they also insisted that I only received a 6month warranty, now they’re agreeing that they settled on a 12month during price negotiations.

  Again, they should have informed me that the refund was not owed to me in April, or in response to any of the 7 other emails sent regarding said refund.

• Initial Complaint

  Date:04/02/2025

  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.

  I bought a car from HiLo in December 2024. First week, first issue- realized they sold me a car with no oil in it- wasnt expecting to pay for an oil change the first week after spending nearly $30K on a car, but an easy fix. I called on Wednesday, 3/19, to confirm new tires were in. Ive also been having engine issues- I asked if it could be looked at while they were doing the tires since it was still under warranty, she said yes. She also told me that the warranty covered rental cars while the shop had it. She told me theres an Enterprise close by and they would give me a ride there. I called on Saturday, 3/22, and they hadnt found anything. I originally had the rental til Sunday, 3/23, and asked if I would be good to extend it as insurance companies and warranties can have stipulations about how long they will cover a rental. He said yes. I called Tuesday, nothing. Wednesday, ***** said still nothing, and suggested I take it to the ***** dealership. She even let me know they usually will provide a loaner car. They never actually gave me a copy of the warranty, just the cover page, and not for the 12mth/12k miles warranty as promised. They did fix the term already. What they never mentioned was that the warranty only covers the rental if they find and fix something that is covered under the warranty. Since they never found anything; its not covered and now Ive paid $575.86 to Enterprise with no reimbursement as told. I explained all of this to ***** when I spoke to her on Saturday, 3/29- but further explained that had I been given the correct and FULL information, knowing I would potentially have to pay out of pocket for the rental, I wouldve picked the car up on Saturday, not let them keep it for a whole week after already being told they hadnt found anything. I went off of their word, and the fact that they confirmed coverage multiple times.

  Business Response

  Date: 04/23/2025

  Hi Lo Auto Sales sold this unit to this customer with a 6 month/ 6000 mile warranty. This warranty is a warranty administered by a third party (***). The customer was advised at time of sale what this warranty covered and what it did not cover. This warranty does have a rental car provision. We informed the customer that all warranty administration and decisions were made by ***. We directed the customer to confirm coverage with them directly. We never instructed the customer to rent a vehicle while her vehicle was being checked for service concerns. The customer also singed a Buyers Guide stating that the dealership will pay zero percent of covered repairs, this is because we purchase a warranty from *** to cover repair items. While it is Hi Lo Auto Sales position we did nothing wrong and admit no wrongdoing, we would extend a goodwill reimbursement of $250.00 to the customer. Hopefully this will resolve the situation

  Customer Answer

  Date: 04/23/2025

   
  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: 05/15/2025

  Hello, I have not received a check yet.

  Business Response

  Date: 05/20/2025

  The check was mailed last week, at this point the customer should have it

  Customer Answer

  Date: 05/27/2025

  I was told to inform you if check had not been received by 5/15.  The check was delivered Saturday 5/24.  Nothing further is needed.  Thank you.

• Initial Complaint

  Date:02/07/2024

  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.

  I purchased a 2019 Mercedes GLC coupe from this dealer last March 25th 2023.
  
  I called EXCESSIVELY DAILY for about 3 months to reach the general manager and sales manger which both NEVER RETURNED MY CALLS.
  
  THE DAY AFTER DRIVING OFF THE LOT my check engine light came on. I immediately contacted this dealer to make them aware and I took it to Mercedes for a diagnostic test on 4/7/23 13 days later to find that the Crank Case Value needs replacement and it is a $2600 cost!!!! MY CAR WON’T PASS INSPECTION WITH THAT ISSUE. NOT EVEN SURE HOW YOU REGISTERED IT IN NC WITH THAT ISSUE!!!
  
  The BULL CRAP WARRANTY that they claim comes with the vehicle conventionally doesn’t cover this. There was no manufactured warranty provided or made aware to me. Mercedes has confirmed this also!!
  
  Almost a year later I still can’t get my car to pass inspection without this fix.
  
  After speaking with multiple qualified Mercedes experts I’ve been informed the dealer should have absolutely resolved this matter!!!!! THEY KNEW THEY SOLD ME A CAR I COULD NOT GET PASS INSPECTION AND ITS SICKENING TO PRAY UPON BUYERS IN THIS MANNER!!!!
  
  It would have been much appreciated if they were honest and willing to rectify this issue but here I am almost a year later and phone calls were never returned nor any offering to resolve this matter!
  
  I ABSOLUTELY WILL BE CONTACTING THE BETTER BUSINESS BUREAU AS YOU ALL SHOULD BE ASHAMED OF YOUR BUSINESS PRACTICES AND LACK OF LEADERSHIP WILLING TO ADDRESS CONCERNS!!!
  
  You win long term clients and referrals through GOOD HONEST sales practices not shady get by sales.
  
  AVOID AT ALL COSTS!!!

  Business Response

  Date: 02/07/2024

    Hilo Auto Sales did sell this car and these are the warranty docs, the customer was offered a warranty and declined the warranty that would cover the car for the issues that arose. In addition I see the dealer wanted to sell her a set of tires that were replaced at the inspection on the ****** report just weeks before. According to the ****** the services were done by previous customer at the recommended time the services are there to see on that report. The customer bought a used car and it was in fantastic shape and inspected at delivery, *** Warranty had all the financial responsibility from day one for basic powertrain coverage and the customer chose to not by extended coverage past the basic coverage and signed a declined option. Although the car seems to have a problem in a short time it was the customers responsibility according to the documents it was explained and that is how she bought the car. Respectfully Bo C***** owner of Hilo Auto Sales

  Customer Answer

  Date: 02/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You are not acknowledging lack of a reply when I begin outreach THE VERY NEXT DAY to your  GM and sales manager. I was told by your mechanic the warranty I purchased during the purchase would cover the issue!!! Upon calling there at the dealer with Mike and your entire team to file a claim for you all to repair a copy of the warranty was explained by the company and clearly states the issue wasn’t covered!!!! Not to mention you all said you would get back to me with a solvent and never did!! My temp tag expired in July and I’m unable to register with NC because I can’t pass inspection!!! You all dodged responding to me until I started reviewing. This ****** and inspection you speak of was also requested for me to view numerous times BUT AGAIN YOU CONTINUED TO IGNORE ME. The fact somebody drove off your lot and THE NEXT DAY a check engine light comes on should be concerning to you as well! Not one time did anyone mention a manufactured warranty still in effect. Judging by your other complaints and ****** reviews I’m not the only one who’s experienced these issues. Me going to the Mercedes dealer for a diagnostic was to identify the problem because you all never sent the ****** and inspection. Them recommending a different model of tires has nothing to do with it!! The battery and spark plugs are all normal fixes of a used car however purchasing a car March 25th and the next day it having a issue that can’t pass inspection is crazy!!! Why would I purchase a vehicle needing a $2k+ fix??? Again I’m still awaiting that inspection and ******!!! When asked numerous times how you all passed inspection I was told by your team Maryland doesn’t require a full emission inspection when purchasing a car. Given you all sent me a NC tag and your a dealer you should be aware NC is inclusive of emissions testing.
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 02/13/2024

  The warranty and information is all included in the documents uploaded. Hilo Auto Sales sticks by the documentation and we are nearly a year out with this complaint. We do not adhere to what other states require just Maryland.  Kind Regards Bo 

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a used vehicle from the dealership with my co parent for her to use. On 4/13/2023, I purchased a 2017 nissan maxima form the hi lo dealership in Ellicott city. On the day of the purchase, my co parent, ***** ****, noticed white smoke coming from the tailpipes of the car. We asked if this was a concern and the salespeople responded no, and that if there were any issues, to bring the car back and have the service people look at it. The company called tire pros. Needless to say, the car still smoked, and we were forced to bring the car back multiple times. Upon the last time the car was diagnosed, they were finally able to give a reason for the smoke but now say the car is out of warranty and there is nothing they can do. I find this disturbing, as to the multiple times I brought the car to them, that they couldn't diagnose it properly until.it was out of warranty.

  Business Response

  Date: 01/09/2024

  I have talked to the customer and am at this point have not been given a estimate from a mechanic condemning this car as having an issue. I talked with the customer and explained to the customer that we had a warranty in place to repair the vehicle inside of 6months and 6000 miles and the terms of that warranty are attached here. The customer has let the miles and time expire for a claim to be made on this warranty. I gave them an offer to trade the Car on a newer car and told them that if they had a Nissan dealer give a diagnosis of an issue, I would possibly give them a good will concession but Hilo Auto Sales buys a warranty and/or sells a warranty at every sale from *** ******** **** and all the financial burden from day 1 is on the customer and the warranty that they get with the car. I am available to discuss the matter at any point I gave the customer my cell phone number. Thanks Roland Bo C***************

• Initial Complaint

  Date:09/25/2023

  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.

  The owner of dealership was generous enough to send a driver to my house (an hour away) and drive me to their location. But everything after that was completely negative. First: I had to sit around at the dealership and wait TWO HOURS to simply sign the papers (I was already preapproved thru my credit union). Because they drove me there, I couldn't exactly go home or anywhere else until they were actually ready for me. I was stuck there and they were in no rush to service me. Numerous times I reminded them that I was there, but they kept putting me off. RUDE! Second: the vehicle was going thru PA state inspection when we discovered that the parking brake was not working. My licensed shop fixed it and charged me for it. When I let the dealership know, the general manager kept saying I should've driven it back to them - an hour away - instead of getting it fixed locally. Despite documentation from my shop that I clearly received the vehicle with a faulty parking brake, the general manger was not interested in taking responsibility and refused to offer me any type of refund, not even splitting the expense with me. And he was quite obnoxious about it. Aside from picking me up from home - plus the fact that this was the exact vehicle I was looking for - my experience with this dealership is something I wouldn't want anyone to go thru. I do NOT recommend this place at all. I'll NEVER buy a vehicle from them again and I've shared this with numerous family, friends and co-workers.

  Business Response

  Date: 09/25/2023

   To The Better Business Bureau, Mr. ******* got a Warranty from *** warranty company at the time of sale on or about 06/08/2023 when He purchased the Navigator. This warranty was a limited warranty that he in a prior email said that the warranty repaired  one of his issues. The customer was already at that time past the time and mileage of 30 days and 1000 miles on a Maryland State inspection items. Despite that fact I offered to look at for Him when he called to complain. He would not come down to have my shop look at the issue where I can make repairs by licensed technicians for about 30 dollars per hour. He insisted that I take his mechanics word and pay the 200 dollars for a repair that would take approximately one hour. Aside from a good will gesture to Mr. ******* to try to keep good relations which He rejected. I can not take financial responsibility accept that which is in writing. HiLo Auto Sales performed every thing in writing and tried to go the extra mile for Mr. ******* but He would not bring the Vehicle here for us to help. I am attaching the contract of sale and the *** warranty and His repair ticket which documents the time and miles between sale and complaint. Respectfully Bo C***** President of Hilo Auto Sales

  Customer Answer

  Date: 09/26/2023

  Since the initial BBB response from the dealership - to which i replied - we had a very nice chat over the phone.  We heard each other's side and, in the end, he was kind enough to split the cost with me.  I look forward to receiving his check, after which I will gladly amend my ****** review.  Thanks.

• Initial Complaint

  Date:12/13/2022

  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.

  Brief Review of Hi-Lo
  
  When I first purchased the vehicle, it had been driven by the agency, so it was warm. When I finally took it home and it sat in my driveway for more than a day, to start it up, the car SMOKED horribly! I called the salesman and reported the problem. He stated "no problem" sent a tow truck to have it picked up and taken back to their repair shop. He called me 4 days later to tell me, there is nothing wrong with YOUR car and to come pick it up! I then went to the Ellicott City Branch to pick up the car. Immediately when I started the car... Again, the same large plume of SMOKE, but this time was witnessed by the Branch Manager (John M*****) Salesman (Ron) and the Repair Shop Supervisor (Donovan). John M***** gave me a paper towel to wipe off my finger that I placed in the tailpipe to show them, it was oil being burned! John said, "I see your point"! I then took the Vehicle to **** **** ***, to do a diagnostic check! I was told by the salesman (Dwight D*** **.), who sold me the vehicle, the Agency would pay for the ******** *** work and diagnostics! They did neither! I was then told by to bring the car back to their shop to have the work done! At this point, I agreed, but under the condition that the work gets verified by ***! Because, after speaking to Donovan, I was told, they neither had the technology or expertise for this type of vehicle! And now, the Salesman (Dwight D*** **. states He no longer has to honor that the car will be taken to *** for authentication, and it is time for Me to be taught how the Laws of the Used Car Industry works! As of this date 12-8- 2022, and a purchase date of 10-27-2022, a total of 43 days, the car has been at my home approximately 10 days!
  At this point, I believe it is the intent of Hi-Lo Auto Sales and Dwight D*** **. to force a car, that he knows is a Lemon, down my throat whether I like it or NOT!
  Exact dates and times can be found on the Chronology!

  Business Response

  Date: 12/21/2022

  We are currently working with the customer, we have a resolution in place. At this time both parties are happy with the plan

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I am corresponding with *** to determine what future repairs they are obligated to cover in the future. They state that the issue with the vehicle was before purchase. What accountability belongs to Hi/Lo Auto Sales. I now have possession of the car, but need clarification on repairs when needed!
  

  Business Response

  Date: 01/21/2023

  The customer is in possession of the *** warranty issued as a part of the original deal and a copy is contained within this complaint, we encourage him to cal 800.826.3207 to verify coverage and address his concerns about future coverage
  
  They will be able to state that the car is covered and go lo has fulfilled its obligations

• Initial Complaint

  Date:09/01/2022

  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.

  On August 27th I purchased a 2018 Chevy Colorado from Desia at Hi low on Urbana Pike.
  
  At the time the key fob did not work with vehicle, was told to come back Monday and they'd fix it ASAP. When Monday arrived they could not fix my key and instead gave me an attachment to my key that I would have to use in addition to the original. Leaving me with two separate devices to operate my vehicle.
  
  When I asked Craig the GM. He informed me he'd try to make it right. Instead he sent me to his ASM Mike who told me "it's the best he could do and the truck was already at market price"
  
  I don't believe it to be good business practice to not disclose a flaw in the vehicle before purchasing. If they were not going to fix this issue, they should've informed me before purchasing a 32k truck.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/06) */
  I am responding to the BBB complaint from *************** in regards to his key issue. This is Matt the Store Manager where Mr ****** purchased his vehicle. I have done everything that we promised. Mr ****** was promised a remote that would operate the unlock/lock functions of his vehicle which was provided by a vendor at no charge to him. Mr ****** is requesting a key and remote that is all-in-one, I have contacted a Chevrolet dealership and there is no unified key even if purchased brand new. This is not something that was an option on a Chevrolet Colorado. I can provide another separate key at no additional cost. I have called Mr ****** twice and left voicemails on Friday 9/2/22 and Monday 9/5/22 to relay this information with no response. I am requesting this complaint be closed.