Communication complaints form a fifth of the store's reviews: 24 of 113. Peak concentration is recent — 7 of the 24 in 2026, with 12 total in the past two years. Only 5 of the 24 carry star ratings, all one-star. Notably, these reviews are distributed across five different sources equally (dealerrater, carfax, cars_com, yelp, google each have 4-5). Four received owner replies.
A distinguishing pattern is that contact frequently arrives only after the customer forces it. Several reviewers describe exhausting normal channels — "none of my phone calls or text messages were returned" — and getting a response only after "escalate the issue to management." One describes a receptionist being the only route that produced a callback. The complaint is about the routing mechanism itself.
The most pointed version is the review-triggered response. A reviewer describes hearing "zero communication for 48 hours," posting a one-star review, being contacted almost immediately with an offer to resolve the issue and a request to "asked if we could remove our 1-star review," and then hearing nothing again once the review question had been raised. That sequence is the clearest example of feedback channels working differently from service channels.
Being hung up on is reported by more than one reviewer, years apart: "they hang up on you." Both experiences occur while trying to buy rather than while complaining, suggesting it happens across transaction phases.
One named service advisor recurs across multiple years and multiple platforms over what reviewers describe as unreturned calls or missing promised updates. Because the same name appears in independent reviews on different sites, it is a genuine pattern in the data — though still a pattern of customer accounts, not a verified finding.
One reviewer's summary captures the core frustration: "nothing was ever done with our initial pictures" and "Communication was nonexistent." The disparity between public replies (which appear on several reviews) and direct communication (which reviewers describe as absent) is striking.
Cars.com
