Top 5 Consumer Complaints When Buying a Car | Thornebriar
Top 5 Consumer Complaints When Buying a Car — and How to Avoid Them
Buying a car can still be expensive, confusing, time-consuming and, in some cases, unnecessarily stressful. From misleading advertised prices to financing surprises and unwanted add-ons, knowing where the risks are before you enter a dealership can put you in a much stronger negotiating position.
Auto-related issues continue to be a significant source of consumer complaints. Reporting on the Consumer Federation of America's annual consumer complaint survey has highlighted recurring problems involving deceptive advertising, vehicle condition, contracts and other automotive transactions.
When the focus is specifically on the car-buying process rather than repairs after the sale, five problems repeatedly deserve buyers' attention: misleading pricing, undisclosed vehicle condition, financing surprises, high-pressure sales tactics and finance and insurance product upselling.
The good news is that much of the car-buying process can be controlled before you ever sit down at a dealership. Written quotes, remote negotiation, VIN research and line-by-line deal verification can help buyers identify problems before signing a contract.
5 Common Car Buying Complaints
These are some of the most important problem areas buyers should prepare for before negotiating a new or used vehicle purchase.
Misleading Advertising
Advertised prices may depend on qualifications, incentives or conditions that are not immediately obvious to the shopper.
Vehicle Condition
Used-car buyers may encounter undisclosed damage, accident history, open recalls or differences between the listing and the actual vehicle.
Financing Surprises
Final paperwork can contain payment terms, products, fees or financing details buyers did not expect.
High-Pressure Sales
Buyers may feel pressured to make an immediate decision or accept a vehicle or deal structure different from what they intended.
F&I Upselling
Extended warranties, GAP coverage and other products can materially change the final cost of a vehicle deal.
How Car Buyers Can Protect Themselves
Understanding the problem is only the first step. Here is how to approach each part of the transaction more strategically.
Deceptive or Misleading Car Advertising
A low advertised price can get a shopper through the dealership doors, but that does not necessarily mean it is the price the buyer will ultimately pay. The number that matters most is the complete out-the-door price, including applicable dealer charges, taxes and other transaction costs.
Negotiate the Deal Remotely Before Visiting
Control, patience and transparency are powerful tools when dealing with advertised pricing. One reason experienced buyers negotiate remotely is that it changes the dynamics of the transaction.
Instead of negotiating while sitting inside the dealership, you can compare written offers from your own home and review the numbers without immediate sales pressure.
The Thornebriar Car Buyer's Gameplan includes email negotiation templates designed to communicate that you are a serious buyer, establish your purchase timeframe and give the dealer enough information to identify applicable new-car incentives.
- Ask for the complete out-the-door price in writing.
- Ask which incentives are included in the quoted price.
- Confirm which incentives you personally qualify for.
- Compare multiple dealer quotes before visiting.
- Separate the vehicle price from financing discussions.
Related resource: Explore the Thornebriar Car Buying Guide, Checklist & Deal Calculator
Undisclosed or Misrepresented Vehicle Condition
This is particularly important when buying a used vehicle. A photograph and online listing cannot tell you everything about a vehicle's history or present condition.
Verify the Vehicle Before You Finalize the Deal
The Car Buyer's Gameplan provides transaction-specific preparation steps, checklists and deal tools designed to help buyers verify important information before signing.
For used vehicles, review an available vehicle-history report such as CARFAX and compare the report with the seller's representations about the vehicle.
Buyers can also enter the vehicle identification number (VIN) into the National Highway Traffic Safety Administration's recall database to check for open safety recalls.
- Verify the VIN on the vehicle and paperwork.
- Review available vehicle-history information.
- Check the vehicle for open safety recalls.
- Inspect the vehicle before completing the purchase.
- Consider an independent pre-purchase inspection for a used vehicle.
If the vehicle has an open recall, contact the dealership before visiting to determine whether a remedy is available and whether the necessary parts are currently available.
Recall research: National Highway Traffic Safety Administration
Contract and Auto Financing Surprises
One of the easiest ways to lose track of the true cost of a vehicle is to focus only on the monthly payment.
A payment can change based on the interest rate, loan length, down payment, trade equity and optional products. A lower payment does not automatically mean a better deal.
Verify Every Component of the Deal
Problems can occur when a payment includes optional products the buyer did not realize were included, or when the interest rate or financing term differs from earlier discussions.
Remote negotiation gives buyers more opportunity to review the transaction without the pressure to sign immediately. Thornebriar's checklists and calculators are designed to help consumers break the deal into individual components and verify each line item.
- Confirm the vehicle selling price.
- Confirm the total out-the-door price.
- Review the annual percentage rate (APR).
- Verify the length of the loan or lease.
- Review the total amount financed.
- Identify every optional product or service.
- Compare the final contract with the written deal quote.
High-Pressure Car Sales Tactics
Time pressure can make it more difficult to compare prices, examine financing terms and evaluate optional products objectively.
Do Most of the Negotiating Before You Arrive
Instead of spending two, three, four or more hours negotiating inside a dealership, much of the transaction can be discussed remotely.
This gives you time to compare offers, ask questions and decline terms or products that do not fit your plan. Ideally, the dealership visit becomes focused on confirming the vehicle, completing a final test drive, reviewing the paperwork and finalizing the transaction.
Consider the way consumers approach other high-value transactions. You would rarely negotiate the entire purchase of a home while sitting inside the property with the seller. Important terms are reviewed deliberately and documents are checked.
Car buyers should bring the same discipline to a vehicle transaction: know the numbers, understand the terms and be prepared to walk away if the deal changes.
F&I Product Upselling and Optional Add-Ons
Finance and insurance products are not automatically good or bad. Their value depends on the buyer, vehicle, coverage, exclusions, price and available alternatives.
Compare Before You Buy
Thornebriar's Gameplan includes guidance for comparing dealership F&I products with alternatives that may be available through insurers or other providers.
Before accepting an optional product, understand exactly what it covers, what it excludes, how much it costs and whether you already have similar protection elsewhere.
- Ask whether the product is optional.
- Request the full price, not only its monthly-payment impact.
- Read coverage limitations and exclusions.
- Ask about cancellation and refund provisions.
- Compare dealership products with outside alternatives.
- Do not assume an add-on is required for financing.
More answers: Read Thornebriar's Car Buying FAQs
Car Buyer Protection Checklist
Before completing a new or used car purchase, make sure you can confidently verify each of these points.
You Don't Have to Walk Into a Dealership Unprepared
Thornebriar gives car buyers practical checklists, calculators, negotiation strategies and step-by-step guidance designed to help them understand the numbers before agreeing to a deal.
Car Buying Complaints: FAQs
Important questions to consider before negotiating your next vehicle purchase.
What is one of the biggest mistakes people make when buying a car?
Focusing only on the monthly payment can make it difficult to see the true cost of the transaction. Buyers should also review the vehicle price, out-the-door price, APR, financing term, amount financed and optional products.
What is an out-the-door price when buying a car?
The out-the-door price is the total amount required to complete the vehicle purchase, including the negotiated vehicle price and applicable taxes, fees and other charges. Reviewing this number can make it easier to compare competing dealer offers.
Can I negotiate a car deal without going to the dealership?
Many parts of a vehicle transaction can be discussed remotely by phone or email. Requesting written pricing and negotiating key terms before visiting can give you more time to compare offers and review the numbers.
How can I check whether a car has an open safety recall?
You can use the vehicle's VIN to search the National Highway Traffic Safety Administration recall database at NHTSA.gov.
Do I have to buy an extended warranty or GAP product from the dealer?
Optional products should be evaluated individually. Ask whether the product is required, request its complete price and coverage terms, and compare available alternatives before deciding whether it is appropriate for your situation.
Sources & Further Reading
Consumer complaint context: ConsumerAffairs — Car Grievances Continue to Dominate Consumer Complaints
Vehicle safety recall information: National Highway Traffic Safety Administration
Additional car-buying education: Thornebriar Car Buying Resources
This article is provided for general educational and informational purposes only and should not be considered legal, financial, insurance or professional advice. Vehicle transactions, laws, financing requirements and product terms vary by lender, dealer, insurer and jurisdiction. Buyers should independently verify the terms of any transaction before signing.