Complaints

This profile includes complaints for Offlease Orlando LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Offlease Orlando LLC

  159 Atlantic Dr Maitland, FL 32751-3328

• 

  Offlease Orlando LLC

  8900 S US Highway 17/92 Maitland, FL 32751-3348

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:04/10/2025

  Type:Billing 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 traded in my vehicle to this dealership, and the contract specified that they would pay off my remaining loan balance with Credit Acceptance.However, it has now been over a month since the trade-in, and despite multiple follow-ups, the loan has not been paid off as agreed. I have contacted the dealership several times, and each time, I was told that a check had been mailed to Credit Acceptance. Unfortunately, my loan remains active, as confirmed both by Credit Acceptance and my current credit report.I am extremely concerned about this matter, as it is negatively affecting my credit and financial standing. I respectfully request that the Better Business Bureau look into this issue and help facilitate the proper resolution of the situation.

  Customer Answer

  Date: 04/19/2025

  Account is currently past due once again with credit acceptance, additionally the an employee of dealership has been calling and email me, from personal numbers and emails requesting copies of my personal documentation that were presented at the time of the sale of the vehicle 

  Business Response

  Date: 04/23/2025

  Good afternoon, Miss *******,

  We have sent the payoff to CAC. This should be finalized already. If you have any further questions, please feel free to call us or come in.

  Thank you,

• Initial Complaint

  Date:04/09/2025

  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.

  I purchased a 2019 ********** from Off Lease Orlando on March 15, 2021. I was told the loan would not exceed $15,000 and my monthly payments would be $350. I made a $1,500 down payment. I later discovered the loan was for $33,000 with $450 monthly payments.I was never given a bill of sale or loan documents. A dealership loan processor also instructed me to lie to the lender and say I put $6,000 down which I refused. They submitted a false address to my insurance company without my consent. The transmission is now failing, and this has delayed the launch of my mobile business, causing financial hardship.I want the loan canceled, the vehicle returned at no cost, no negative impact to my credit, and to be compensated for financial and emotional damages.

  Business Response

  Date: 04/18/2025

  Dear Ms. ************** are sorry to hear there were miscommunications regarding the financing of your loan. We have already been in direct communication with you and are more than willing to comply with your request to cancel the loan and return the vehicle at no cost. We have already explained that we cannot reverse credit inquires, but that you had 45-days to make as many credit inquiries you'd like pertaining to car shopping and it would only count as one credit pull. Please come into the dealership so we can resolve this matter.

  Thank you,

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23185114
  
  I am rejecting this response because the following reasons:
  
  
  There was clear miscommunication during the sale process, including being told the loan would not exceed $15,000 and payments would not exceed $350/month. The loan amount listed with the lender was over $33,000 an amount I never agreed to.
  I have not received any formal documentation such as the bill of sale or final contract, despite repeated requests.
  I was instructed by a representative to falsely report a $6,000 down payment to the lender, when I actually only paid $1,500. I declined to do so, but this raised serious ethical concerns.
  My temporary tag has expired, leaving me unable to legally drive the vehicle, and this situation is now affecting my ability to generate income.
  I am requesting a full refund of my down payment ($1,500), along with written confirmation that the loan will be canceled and no further charges or balances will be pursued.
  The situation has caused significant emotional distress and financial harm, including lost income from the delay in launching my business.
  
  
  
  
  I remain open to resolving this matter amicably. However, until I receive a formal written agreement confirming all terms, I cannot consider this issue resolved.
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/01/2025

  Dear Miss ****,

  We are more than happy to comply. All we ask is that you return the vehicle undamaged with as little miles added as possible. We have already sent you the written agreement to be signed in-person between both parties. We are just waiting for you to bring the vehicle back to the dealership to finalize this and move forward. 

  Thank you,

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23185114
  
  I am rejecting this response because:

  Dear Off Lease Orlando,
  
  
  Thank you for your response.
  
  
  I must respectfully clarify that the vehicle was illegally repossessed while this matter was still under formal dispute. I did not return the vehicle voluntarily, nor have I received a refund, written agreement, or any documentation confirming the terms of your offer.
  
  
  When I visited your dealership, I was told I would have to wait for a refund due to the repossession, not because any action was required on my partthis directly contradicts your message claiming you are waiting on me to return the vehicle.
  
  
  This situation has caused serious emotional distress, financial hardship, and disruption to my business and household, especially as I relied on this vehicle for essential transportation. The lack of transparency and failure to provide documentation has only made the situation worse.
  
  
  To resolve this matter professionally, I am requesting:
  
  
  A full copy of the written agreement referenced in your message.
  A confirmed timeline for the full refund of my down payment and any funds paid.
  Assurance that no further in-person actions are required from me, as the vehicle is already in your possession.
  
  
  
  
  I remain open to resolving this amicably, but I expect transparency and prompt action moving forward. I will also be forwarding this complaint to the *********** and ************************ if necessary.
  
  
  Sincerely,
  ****** ****
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/13/2025

  Dear Miss ****,

  We attempted to resolve this via the written agreement. All we asked is that you bring the vehicle so that both parties could sign in-person. You decided against our terms, and we had to repossess the vehicle. If you have any further questions for the balance/refund you are more than welcome to contact the General Manager, **** ***** *********************). I believe this will be the best way for you to come to a resolution for this matter.

  Thank you,

• Initial Complaint

  Date:04/05/2025

  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.

  They are delaying my refund because I don't want to purchase the car.

  Business Response

  Date: 04/12/2025

  Good afternoon,

  We apologize for the inconvenience. We were unaware of this issue. Please come in so we can look into this further. We want to make sure you leave with a positive experience.

  Thank you,

• Initial Complaint

  Date:04/01/2025

  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 need the title to my Grand Caravan, It is paid for but I am in ******** and the dealer is in *******. They won;t return my calls. The temporary license platwe expired today.

  Business Response

  Date: 04/12/2025

  Good afternoon,

  We have rectified this issue. I expedited the shipment of the hard plate and title along with all necessary paperwork to transfer the FL plate to a NY plate. I spoke with the customer throughout the week to make sure he received everything. We appreciate his understanding and patience with the process.

  Thank you,

• Initial Complaint

  Date:04/01/2025

  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.

  I brought a 2014 Camaro SS in August of 2024.I had a extended warranty on the vehicle. My car was a total loss in a flood in October of 2024. I canceled the extended warranty in October. The dealership was supposed to send the money to the finance company (***********) they never did. The vehicle has been paid off. I have been to the dealership several times and I getting the run around. I need some help.

  Business Response

  Date: 04/12/2025

  Good afternoon,

  We apologize for any inconvenience. We were not even aware of this issue. Please come into the dealership and we will make sure that we address this issue. We are sorry for your loss, and we look forward to changing your experience thus far into a positive one.

  Thank you,

• Initial Complaint

  Date:03/19/2025

  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.

  I bought a vehicle from this place. After I drove it off at night I noticed low pressure from one of the tires. I called back the next day to get it repaired but they said they would rather replace it so thats good. The Salesman stated that have it by that day at 3pm. That was NOT the case. We waited around 2-3 days for one simple tire to be swapped, mind you the car I purchased I couldnt even drive it. Im missing a trim piece off my door that I still havent gotten in about a month. Also I still have NOT received that hard plate for my car in over a month. I keep calling them but its always a well call you back or they are not in today and I can never get on the phone. Im still waiting on my title and CANNOT drive the car I purchased. I will be contacting the financing company and I am not paying a dime until all this stuff gets rectified. DO NOT BUY from this place. Worse mistake I made. Please go to a different dealership.

  Business Response

  Date: 03/28/2025

  Good afternoon, *****,

  We are sincerely sorry to hear about your experience thus far. Please come into the dealership so that we may reconcile any issues you are experiencing and make this right. We will be looking forward to hearing from you.

  Thank you,

• Initial Complaint

  Date:03/13/2025

  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.

  I bought a car from OffLease Orlando Monday (3/10/25) and had my mechanic check the car Wednesday (3/12/25). Brakes started grinding almost immediately after leaving and check engine light went on Tuesday (3/11/25) the following day. I believe they temporarily lubed the brakes and bypassed the check engine light to sell me a faulty car. The engine will not last more than 6 months and the price to fix such issues is excessive. Theres oil sludge buildup and engine clicking as well as other issues. The dealer did not disclose any of these issues before selling. Financial *** threatened if I canceled my loan with my lender, theyd refuse to give my deposit back. The finance *** was extremely argumentative often spoke over me or to me like a child and expressed he did not care as he is a numbers guy and does not deal with the state of the car. He was extremely dismissive disrespectful and could not drop the ego. I was also not given a copy of any of the paper work I signed so I know nothing about the warranty or exact loan amount or anything I went home with just a receipt of my deposit amount of ***** and the registration. Even though their website advertises transparency and stress-free buying my experience was far from it. They also advertise state-of-the-art service center for all your automotive needs. There our team of service technicians use the latest diagnostic machines, software and parts to get your vehicle back on the road fast, yet they boldly committed fraud in tampering with the vehicle to hide the damage instead of fixing or disclosing the engine problems. I was advised to make multiple ***orts and complaints as well as a police ***ort. Im surrendering the vehicle today (03/13/2025) it is already parked at the dealership and I will be taking the key back as I do not want a dangerous money pit of a vehicle. I believe this dealer (OffLease Orlando) should not be in business as they put greed and ego before SAFETY and INTEGRITY.

  Business Response

  Date: 03/27/2025

  Good afternoon, Destiny,

  We are truly sorry to hear that you had that experience. Please come see us so that we may reconcile your issues and work towards turning your experience with us to a positive one. 

  Thank you,

• Initial Complaint

  Date:01/22/2025

  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.

  Dec 20, 2024 purchased a car presented with warranty options I initial 24 mo/24,000 miles for $2499, but on the contract they typed 12 mo/12,000 for $2499. I've been back twice and they said they were going to email the correct copy, it has not been done yet. It has been over **************************************************************** yet.

  Business Response

  Date: 02/01/2025

  Hello, we sincerely apologize for the inconvenience this may have caused you. Our warranty company has been down, we cannot access it and are working diligently to get it up and running. You are a priority and will receive your updated contract before Friday. Thank you for your patience.

• Initial Complaint

  Date:01/09/2025

  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 11/23/2024 I traded in my 2015 ******* Tucson for a 2019 Mercedes A220. I was provided a temporary ***************************************************** August transferred. The temporary tag expired on 12/22/2024. As of today, January 9, *********************************************************** my agreement and my tags are now expired. I have called and texted the dealership several times but I keep getting the run around. I live in ************ so I am two and a half hours away. I am unable to drive to the dealership to not get a resolution. Stat. 319.24(5), In *******, a car dealership must pay off the balance of a trade-in vehicle within 10 business days. If they don't, the owner may be able to take legal action. I have opened a case with an arbitrator but my payments are considered late, I am being harassed by the lien company for payment on a car the dealership has listed for sale on their website. From my understanding, that is illegal. The title to the car has not been satisfied but they are trying to se the car to someone else.

  Business Response

  Date: 02/01/2025

  Hello, we apologies for the confusion but your vehicle has been paid off. If you need anything else in regard to your license plate we can easily issue you one and ship it overnight if you live far. Please contact our DMV clerk ******* ***** 130.

• Initial Complaint

  Date:12/29/2024

  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.

  I recently visited Offlease Orlandos car dealership to purchase a vehicle that was advertised at a specific price. However, after sitting down to discuss financing, I was informed that I needed to make a deposit before the bank would calculate the figures. I agreed and made a deposit of $3,000, split between two credit cards$1,500 on each.When they presented the financing details, I discovered they had added over $4,000 to the advertised price, citing "added protection," dealer fees, and other charges. Unhappy with these inflated costs, I informed them that I was no longer interested in purchasing the vehiclea 2020 ****** STIespecially since I could find better deals elsewhere.Since then, I have been trying to get my deposit refunded. After more than a month, Ive only received $1,500 refunded to one of my credit cards. The remaining $1,500 has yet to be returned. Despite multiple calls, I am repeatedly transferred, put on hold, or even hung up on. When I visited their office in person, I was told they had mistakenly entered the wrong card number for the refund. They assured me they processed a manual refund that same day, and I briefly saw the amount as "pending" in my transaction history. However, it eventually disappeared because they failed to finalize the transaction with the bank.I am still waiting for the remaining $1,500 to be credited to my account. This experience has been incredibly frustrating, and I believe Offlease Orlando operates in a shady and untrustworthy manner, making empty promises and providing false assurances.

  Business Response

  Date: 01/07/2025

  HELLO, I AM SORRY YOU ARE HAVING THIS EXPERIENCE AND I WOULD LOVE A CHANCE TO RECTIFY THIS SITUATION. PLEASE GIVE ME A CALL SO I CAN GET ALL INFORMATION NECESSARY TO INITIATE A SECOND REFUND.

  ********************* MRS.*****

  Customer Answer

  Date: 01/08/2025

   
  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,
  
  ****** ********