Complaints

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

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  The Auto Connection, Inc.

  6401 E Virginia Beach Blvd Norfolk, VA 23502-3009

  
• 

  The Auto Connection, Inc.

  10910 Midlothian Turnpike Richmond, VA 23235

• 

  The Auto Connection, Inc.

  10920 Midlothian Turnpike Richmond, VA 23235

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:01/19/2025

  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.

  We were screamed at by their finance department and harassed by the auto service manager while trying to get our car back after repairs. The car we bought and had for less than a month had a blown head gasket and we were not made aware of that. The service department had our car in their possession for over 30 days without working on it, just a couple of weeks after we bought it. When they finally called us to pick up the car that they had to put a brand new engine in, they let us drive off with a massive oil leak. They did not check the quality of their work. They slapped the car together so we would stop calling to inquire about how long the repairs would take. They were shady and avoidant for the entire process. We drove 600 miles to pick up the car just to have to tow it back the same day and leave it there.

  Business Response

  Date: 01/27/2025

  I have met with the service department team on this matter.
  The vehicle did indeed need another engine, and one was
  ordered and delivered.
  We are not certain if something happened during the shipping,
  but we presently have the vehicle with a subcontractor specialist looking at
  it.
  They were supposed to be finished today, and we have been
  trying to raise them on the phone.
  The vehicle was low on coolant and did need a head gasket
  which is being addressed but again we are waiting on the engine specialist for
  a final review before we return the vehicle to the customer.

  Business Response

  Date: 02/19/2025

  AS A FOLLOW UP WE ARE IN CONTACT WITH MAIJA ******** BY EMAIL AT PRESENT AND WE HAVE MADE AN OFFER TO MAIJA ******** THAT WILL CLOSE THIS MATTER OUT. WE ARE WAITING FOR A RESPONSE AND WE WILL THEN CONTACT THE BBB BACK. CURT 

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the resolution to give me a short due date for full payment is predatory after lost wages and extreme expenses due to being misled by the dealership does not offer me any solace that this company cares about its customers. To force me into an even worse situation to only benefit the company is cruel and unjust. This company is due to be put out of business.
  
  
  
  Sincerely,
  
  
  
  Maija ********

• Initial Complaint

  Date:10/10/2023

  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.

  Got **** ****** ****** ** *** **** About the end of July this year, took my truck to them, felt like transmission was off, it was jerking & trying to run hot. They told me nothing was wrong & I can pick it up. Aug 23 had truck towed to them, it wouldn't go past 40 mph. About 2 weeks later they said nothing was wrong with transmission, but needed new radiator. Paid **** deposit to get radiator fixed. After 2 weeks they called, truck was ready. I couldn't even make it down the street to the light on ****** ** after getting it. It barely reached 20 mph. No way it was test drove the 1st time or after they "fixed it", i barely made it off THEIR lot. Took it back, they say its nothing they can do, about to close, drive it home & bring back in the AM. Impossible, completely inoperative. A week later they say transmission need replaced. Could've been avoided, but was told twice that wasnt it. Ive tried many times to talk a manager. Contacted Michael Wayne many times too. Was told manager was on vacay, will call me back that Thurs, over 3 weeks ago. Want me to pay for radiator but how i know its fixed, couldnt take home. Can't trust in their good faith it was done correctly. **** & at leas* *** to start on replacing the transmission. I shouldnt be required to pay **** for it when its numerous negligence on their end. Shouldnt have to pay for radiator til I can confirm that it is fixed. Still no call from manager, beyond furious. All this & still expected to pay car payments, w/ no truck in 2 mos & lost wages. Transmission replaced should not be on me. After coming to file my complaint & reading others. I'm scared to have them install transmission when track records show they fail. Customer of AC for 10 yrs, first dealing with this location. Now, I dont want the truck anymore, don't trust it. I want to be put in another vehicle or cancel my loan all together. It's apparent they don't want my business anyway when no one in management from them or M. Wayne want to call me back.

  Business Response

  Date: 10/12/2023

  Below I will list the service history on this account. The vehicle was sold to ***** ***** on 9/6/22 with ******* miles on the odometer. As of 9/11/23 a year later the mileage read *******. That means that the vehicle was driven ****** miles in * ****. That is ***** miles a month. All warranties on the vehicle have expired and ***** ***** is responsible for the repairs. He will not be placed in another vehicle and his loan will not be forgiven.

  Ticke* ****** opened 7/19/23 and closed 9/11/23. Vehicle
  came in at a mileage of ****** & left at mileage ******. Mileage tells us that
  the customer picked up his vehicle at some point during this repair and brought
  it back (supported by his statements below)
  Complaints
  Service engine soon
  Vehicle was 3 qts low on oil. Added 3 quarts. (We covered this repair) 7/19/23
  Overheats – we provided quote for radiator and trans cooler line repair. Work not done, vehicle brought back in August
  Radiator leak - replaced (customer was made aware of this in July) (CUSTOMER PAY w/ financing) Estimate delivered 9/1. Terms set 9/1.  RD paid 9/2
  After radiator replaced found thermostat stuck open. Replaced  (CUSTOMER PAY w/ financing) Estimate delivered 9/1. Terms set 9/1.  RD paid 9/2
  Diagnose trans slipping.
  Found trans cooler lines leaking. Repaired (we covered this repair)
  
  Ticket ****** opened 9/12/23. Mileage recorded as *******
  Complaint
  Vehicle will not go above *****
  Found trans disengages & slips at high gear. Confirmed internal trans.
  Estimate provided fo* ****** ****** **** *** ** **** ***** ***** ** ****** **** ** **** *** **** ** ******* ******** ******
  

   

• Initial Complaint

  Date:09/26/2023

  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.

  Van was sold to me from Auto Connection brakes on Van was faulty I have issues with my electrical doors Van broke down on 09/23/2024 Steering wheel lock up had to pay a lock smith to come out Pop a lock fees was over a hundred dollars still have on going issues with the brake system I believe I was sold a Lemon Van was not inspected properly. the Van smells like Mold on the inside mostly likely is a Flood vehicle. Company not working with me on the repairs I had made also had to get a new battery also the vehicle is a Lemon was not properly inspected before putting on the lot. have call and ask for a Manager several times no return call worst Customer Service ever. Treat Customer like no respect just pay the money. Thank you

  Customer Answer

  Date: 10/04/2023

  I would like the company to refund me my money I have paid toward the Van have been ongoing electrical issues with the doors also losing Brake fluid Steering Wheel locking up the Van could be a Flood Auto strong odor of Mold inside when it’s raining outside I’m asking for a Full Refund of what I have paid the Van is a Lemon a whole lot of undo stress and repair bills and the company is not working with me to paid to get the Van Fixed I have ask for a Payment adjustment they are still requesting a full pay. The Van is not worth ******** this is a straight up Rip Off have a good day 

  Business Response

  Date: 10/05/2023

  Regarding Ms. Crowell according to the Auto Connection her vehicle has not been back there since purchase.

  A call from her was transferred to the service department from the loan company on 9/26/23.
  She said she had issues with her brake lines but would not allow the vehicle to been seen by The Auto Connection service department to evaluate her concern.

  The vehicle is a *** and in a recent note in the system she stated that she was going to take it to a *** dealership to have it looked at.

  We would be glad still to look at her concerns and she can call for K**** ** ****** at the Auto Connection Service center to have the car checked. ****
  
  

• Initial Complaint

  Date:11/30/2022

  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.

  Bought a used vehicle in Oct 2022. Paid for a 2 year warranty. Was overcharged for *** registration and **** **** value. Within a month replaced brakes and then alternator went bad. Was told it would be covered but after it was repaired said they would not cover it. I would like to exchange my vehicle for another or get them to pay for repairs as promised.

  Business Response

  Date: 12/05/2022

  MR. ****** CALLED IN ON NOVEMBER 21ST AND ASKED ABOUT GETTING HIS VEHICLE IN FOR SERVICE AND WE TOLD HIM WE WOULD
  LOOK AT IT. HE ASKED ABOUT THE WARRANTY SINCE THE CAR WAS AT AT ANOTHER SHOP. WE TOLD
  HIM THE WORK NEEDED TO BE DONE HERE IF IT WAS COVERED BECAUSE WE DON’T PAY OUT
  TO ANOTHER SHOP FOR WARRANTY REPAIRS SO HE HAD TO GET IT HERE FOR US TO LOOK AT IT AND
  SEE. MR ****** HAD THE VEHICLE BROUGHT IN TO US ON NOVEMBER 22ND. WE
  LOOKED AT VEHICLE AND WE CALLED HIM ON NOVEMBER 23RD, WE EXPLAINED HE
  NEEDED A NEW ALTERNATOR, BELT, AND WATER PUMP AND THAT THEY WERE NOT COVERED
  UNDER THE WARRANTY. MR ****** HAD VEHICLE ALMOST 2 MONTHS AND HAD DRIVEN APPROX 6500
  MILES, AND THAT THESE ITEMS WERE NOT COVERED UNDER ANY WARRANTY. WE GAVE HIM AN
  ESTIMATE AND EXPLAINED WE DIDN’T DO A FULL MARK UP TO TRY AND HELP HIM OUT. HE
  AGREED TO PRICE AND ASKED US TO FIX IT. HE WOULD PAY WHEN HE CAME TO PICK UP THE VEHICLE. AFTER REPAIRS WERE DONE HE SAID HE WAS OUT OF TOWN FOR A COUPLE OF
  DAYS AND NOW WANTED TO SEE IF HE COULD FINANCE THE REPAIRS WHICH WE DID FOR
  HIM. HE CAME IN ON DECEMBER 3RD, SIGNED THE CONTRACT AND LEFT. HE WAS VERY POLITE
  WHEN HE CAME IN AND NOTHING WAS MENTIONED ABOUT THE FACT THAT HE SHOULDN’T HAVE TO PAY IT.

• Initial Complaint

  Date:08/29/2022

  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.

  So on July 25 I took my car aback to auto connection to do a oil change and check my gas tank out. They did my oil change and ordered my part. Well that Thursday I left to go pick up my daughter from kansas. We got all the way to Missouri and notice my engine was knocking. So we pull over to find that the dealer ship never put my oil cap back on at all. So oil spilled out and shooting out of my engine. So the engine locked up and left us stranded in Missouri. I called the dealer shop all they can say sorry and they can get my car back to Richmond and I have to find my own way back home. So I asked if they can refund my rental car. I spent *** and some to get back to Virginia. Then have to keep paying for rental cars. They never helped me with another vehicle and it was there fault. So they finally got my car back to Virginia 3 weeks later and now waiting on a motor to be delivered and put in and still the motor not here at all. They still don't want to Reimburse me none of what I have done. I can lose my job if I don't have a vehicle. They don't understand that at all. It's like they don't care when they at least should do something.

  Business Response

  Date: 11/29/2022

  Business Response
  AS OF 8/31/22 THE REPLACEMENT ENGINE HAS COME IN AND WAS BEING INSTALLED IN THE VEHICLE. THE WARRANTY NOR CONTRACT WITH OUR COMPANY COVERS RENTAL CAR EXPENSES.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was there fault and I'm behind on my bills and almost lose my job because of this situation. It's not right I spent over **** in rental cars. I still can't afford to get my tags and catch up payments on my car. It's their mechanics fault. They are the ones messed up my truck. At least Reimburse me for some of it so I can pay towards my payments and get my hard tags. I have been nice and not get a lawyer and trying to keep my cool. I think it's only fair.