Complaints

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:07/15/2025

  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 was promised another key fob for the vehicle and I did not receive it I was told I need a peace of paper called a we owe I didn't know this because the sales person never gave me one or told me anything about it so I didn't ask for it.

  Business Response

  Date: 07/15/2025

  Thank you for bringing this to our attention. Im sorry to hear about the confusion regarding the key fob. Id like the opportunity to look into this further and help resolve the issue.
  Please feel free to call me directly at ************** or email me at ************************************** I want to make sure we get this taken care of for you.

• Initial Complaint

  Date:03/05/2025

  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.

  September 5 2023 I bought a 22 outlander sport. The advertised price displayed on the car window was ******. I went to refinance the purchase through my bank and they suggested I try to call auto max to ask for them to take off the back end extras. Well I found out that the salesman put the sales price was ****** on the contract! The salesman lied to me! The business should have the price of the vehicles listed at all times documented at all times!! The sales man briefly went over the contract and wouldnt let me read it. He pointed out where I needed to signed and in his own terms told me that the contract said. Then a week later I had to go back to resign something or they were going to take my car! I have no idea what I resigned! I was already upset and annoyed and stressed out I was going to be losing a car when I dont have any other car!! The whole thing was the most stressful and negative experience of my life. If you look on ****** reviews Im not the only one they lie to about the price!! They definitely had intentions to deceive!! I have called them and they are not willing to help or anything!! 25k for a 18k car!! That is highway robbery!! I feel stupid I trusted the sales man!

  Business Response

  Date: 03/06/2025

  Thank you for reaching out and sharing your concerns regarding your vehicle purchase from AutoMax Ocala. We take all customer feedback seriously and always strive for a transparent and positive car-buying experience.
  After reviewing your purchase documents from September 2023, we can confirm that all terms, pricing, and financing details were fully disclosed in the contract you signed at the time of purchase. As part of our process, every customer is given the opportunity to review the paperwork before signing. We do not finalize any sale unless the customer has agreed to the terms in writing.
  Regarding the vehicle price, dealership pricing is influenced by various factors, including optional products and services that customers may choose to include in their financing. Based on our records, any additional products were selected and signed for at the time of sale. If you would like to cancel any of these optional items, we are happy to assist in processing the necessary paperwork for refunds per the terms of your agreement.
  While we understand that purchasing a vehicle is a significant financial decision, we stand by the integrity of our process and the accuracy of our documentation. Given that all terms were agreed to and signed for at the time of purchase, we are unable to offer any additional compensation.
  If you would like assistance with canceling any back-end products, please let us know, and we will be happy to help facilitate that process.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23026738
  
  I am rejecting this response because:

  like I mentioned I was not allowed to read the contract. The salesman gave me a verbal of the contract and told me where to sign. Meaning he pointed here,here, and here we need your signature after he gave me his verbal breakdown of the contract.  Again if you go to your own reviews on that location many people have complain about the sales prices being changed! I was under the impression the sales price was the same price that was advertised on the car window which was ****** why in the world would I agree to pay them ******! THE **** PRICE ON THE CAR WINDOW WAS 1800!!! That is what I was understanding I was paying for!! I will take this court if I need to. I understand I signed a contract! Your salesman wouldnt let me read it!! That is a tactic they use to quick talk easy pray like myself !! The fact I trusted him and what he was saying is the issue and that i was tricked into buying a car that is only listed at 18k for 22k. You obviously dont see the issue because you got a lot of money out of me and many other people who got taken advantage of! I want to be reimbursed the difference! 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/10/2025

  Dear Ms. *************** you for reaching out and sharing your concerns. We take all customer feedback seriously and want to ensure clarity in our sales process.
  We understand that you feel misled regarding the final sale price of your vehicle. However, every customer is provided with a full breakdown of pricing in the contract before signing. The total price, including any fees, taxes, and financing terms, is outlined clearly in the agreement, which is legally binding once signed.
  Regarding your concern about not being allowed to read the contract, our policy is to give every customer the opportunity to review all documents before signing. If you felt rushed or pressured during the process, we sincerely regret that, as it is never our intention to make customers feel uncomfortable.
  Additionally, window stickers typically reflect the vehicles base price and do not include taxes, title fees, or any optional protection plans or warranties that may have been selected. If you have any specific documentation showing a discrepancy in the advertised price versus the signed contract, we would be happy to review it.
  We want to ensure that you have all the information you need, and were happy to discuss any outstanding concerns further. Please let us know if youd like to set up a time to go over the details.
  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23026738
  
  I am rejecting this response because:
  Automax is failing to take accountability for having two face lying salesmen who took full advantage of a new buyer who never purchased a car on her own with out having someone else beside her. You know good and well that there wont be any proof of the window price that was advertised and then the price your unethical agent wrote down. There needs to be documentation on your end at all times of advertised prices!! Its unethical that used car sales dealerships lie and steal money from people. The advertising tag in the window was 18k!! Why would I not trust your agent to do the right thing! ?!?  You hired someone who lies and took full advantage of me and many others!! Look on your own ****** reviews there are plenty of people with the same complaints! You dont care to make things right you made over 8k on me! Complete robbery! I want compensation for that. The whole experience was stressful!! And being threatened to have my car taken away a week later if I dont come in to sign some other paper!! I dont even know what I signed I was scared and upset!! Your team bullied me and took advantage of me. Automax hires dirty people and does dirty business and use the contracts as a way to escape their highly unethical practices! 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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.

  In March 2023, I traded in my 2023 Dodge Challenger for a 2020 ******** CT4 Sport at AutoMax Ocala, paying over $43,000 for the vehicle. While the buying experience was pleasant, I later discovered a significant issue that was not disclosed during the sale.Several months after the purchase, a colleague who manages a dealership informed me that the vehicle was manufactured for the Canadian market. This was surprising, as the finance manager only mentioned the vehicle's clean history and absence of accidents. I consulted several other dealerships, all of which confirmed this detail and explained that the vehicle's Canadian origin significantly devalues it in the **** market. Most dealerships declined to consider the car for trade or purchase, citing the complications of dealing with a Canadian vehicle. The few offers I received ranged between $20,000 and $22,000far less than I paid. Had I known this at the time of purchase, I would have reconsidered the ******* July 2024, I spoke with Mr. **** ****** at AutoMax Ocala, who suggested a resolution: buying back the vehicle for $30,000 to $32,000, with the negative equity applied to another purchase. While I appreciated his professionalism and willingness to address the issue, follow-up attempts have not resulted in progress. Most recently, Mr. ****** recommended bringing the vehicle in for another valuation, but no resolution has been reached.The non-disclosure of this critical detail has caused significant financial stress and frustration. I want to continue doing business with AutoMax Ocala and trust in their commitment to customer satisfaction. However, I am not sensing any urgency to resolve this matter, which is deeply concerning.I am formally requesting that AutoMax Ocala address this issue promptly and fairly, consistent with the potential solution previously discussed. I look forward to their cooperation in resolving this situation amicably.

  Business Response

  Date: 12/04/2024

  Thank you for allowing us the opportunity to address Mr. ******** concerns. AutoMax Ocala values transparency and customer satisfaction, and we are committed to resolving this issue amicably.
  1. Vehicle Disclosure:
  At the time of purchase, we provided Mr. ******* with an AutoCheck report,which clearly disclosed the vehicle's Canadian origin. Mr. ******* signed the report, acknowledging these details. Additionally, the vehicle was imported through proper U.S. channels and issued a Michigan title, ensuring full compliance with all regulations.
  2. Concerns About Trade-In Value:
  We understand Mr. ******** concerns regarding the vehicles Canadian origin and its impact on trade-in value. While we strive to provide as much information as possible to our customers, the details about the vehicles origin were included in the AutoCheck report provided at the time of sale..This report, which Mr. ******* signed, disclosed the vehicles history,including its manufacturing origin.
  3. Resolution Efforts:
  We remain open to reevaluating the vehicles current value and exploring solutions.
  4. Next Steps:
  We invite Mr. ******* to bring the vehicle in for an updated valuation. This will allow us to reassess its trade-in value and work toward a fair and positive resolution.
  AutoMax Ocala is committed to addressing Mr. ******** concerns and finding a solution that aligns with his expectations. We look forward to resolving this matter promptly.
  Sincerely,
  **** ******
  General Manager
  AutoMax Ocala
  

  Customer Answer

  Date: 12/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. AutoMax Ocala has satisfactorily addressed my concerns, and we have reached a professional agreement. I consider this matter resolved.
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  It was a known nonnegotiable that we wanted a smoke free vehicle. 24 hours after purchase of the vehicle, the smoke scent came through and the dealer was notified. Less than a week after purchase, a leak came through and soaked the front seat. The salesman assured us the manager wanted to make it right. They said they would exchange the truck out for another and put the cost of the original purchase towards the new vehicle minus the dealer fee. After hours spent looking at alternative options on the lot and gathering cash to put down for another truck just a few grand more than the first truck, the dealership went back on their word to try to make an extra **** on a customer whos already given them business. The manager now is saying the best they can do is an offer almost $4k less than what was purchased. It is despicable trying to make money off a truck already purchased from there a week ago! Automax and its management need to step up and honor the word given to the customer. This isnt a trade, this isnt an offer, this isnt a new sale. This is Automax rectifying a massive error and greediness needs to be left out of it. This is no way to conduct business.

  Business Response

  Date: 10/16/2024

  We appreciate the opportunity to address the concerns raised
  regarding the purchase of a used 2021 Ram 1500 from AutoMax Ocala.
  At AutoMax Ocala, customer satisfaction is our top priority,
  and we take every concern seriously. The vehicle was purchased after multiple
  visits and thorough inspections. During the initial 24-hour follow-up call from
  our customer service representative, there was no mention of any smoke odor at
  that time. Our records show that the first mention of a smoke smell was made
  eight days after the purchase.
  Regarding the vehicle's condition, when the smoke odor and
  leak issue were brought to our attention, we immediately offered to resolve the
  problems by fixing the leak and addressing the smoke smell. Additionally, we
  made an offer to explore a potential trade-in for another vehicle as an option.
  Unfortunately, it appears there is a misunderstanding about
  the figures involved. The amounts referenced do not align with our records. We
  strive to maintain transparency in all transactions, and it is never our intent
  to mislead or unfairly burden any customer. We worked to find a fair solution,
  which included trading into another vehicle.
  We regret that there is dissatisfaction with the situation
  and understand the frustration. Our goal has always been to make things right
  by addressing the vehicle's issues and providing a reasonable path forward. We
  remain committed to working together to find a solution that meets everyone's
  needs and ensures a satisfactory outcome.
  Thank you for your time and consideration in this matter. We
  look forward to resolving this issue amicably.
  

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22428043
  
  
  
  I am rejecting this response because:

  Your salesman JC Diaz promised me that I would be given what I paid ($36,970) towards a trade in. When it came time to trade, Diaz said the sales manager would no longer offer me $36,970. Instead, I was offered $36,000. I asked that the advantage package be removed from the price of the new truck. When Diaz returned, the value of my truck was now $33,000. I told him the the sales manager is just moving money around and Diaz agreed. Diaz said the sale manager is “just playing the numbers game”. Diaz blamed the sales manager for my troubles and admitted to me that I was lied to by Automax.

  I will continue to press Automax to give me what JC Diaz promised: $36,970. Until then, social media will continue to spread the news of your poor customer service. Our social media post have attracted the attention of county commissioners and the Ocala Gazette. 

  Don’t allow your salesman make promises you can’t live up to. I imagine the owners of Automax won’t appreciate the negative publicity that JC Diaz and Steven Heard have brought upon company. I look forward to hearing your resolution. 

  
  
  
  Sincerely,
  
  
  
  Jacob Banta

  Business Response

  Date: 10/16/2024

  We would like to invite you back into the dealership or to have a phone call to go over the figures and work towards a positive outcome.
  Please note that our records show a sale price of  $36,970 was paid for the 2021 ram 1500 that you purchased. The 2023 Ford F150 that you showed interest in, has a sales price of $39,990. 
  We look forward to hearing from you.
  

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22428043, and find that this resolution is satisfactory to me.
  
  

  Automax made every effort to resolve the issue. 
  
  
  
  Sincerely,
  
  
  
  Jacob Banta

• Initial Complaint

  Date:09/20/2024

  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.

  On 08/02/24 we purchased a vehicle from AutoMax Ocala. For the first time in my life I am filing a complaint because of how terrible our experience was with their conniving, misleading, manipulative, employees. Sales Rep ****** promised a reliable and safe vehicle to a pregnant mother stating in writing in the text messaged saved that he was not in the business of being shady. We did the research and had our hearts set on an Infiniti QX60 as it was the best choice for our growing family. We were between two dealerships but made the mistake of going 2 hours out of our way to purchase through AutoMax Ocala. They promised us the vehicle had manufacture warranty (it is a 2023), had a full point inspection completed, and was safe and reliable with only a little over 8K miles. One week after purchasing our AC went out. We took it to the local ******** dealership. We learned that the Vehicle was actually from ****** and had the entire bottom rusted out which voided out the manufacturer warranty on a proper replacement. We explained the findings to ******* the sales manager who said the only options were to sell it to someone else or buy another car from them. We asked them to buy the car back for what we paid as their website clearly states they will purchase your vehicle. We were told they would not do this and could not explain to us how this would be any different than them purchasing the same vehicle from different individuals. We requested the inspection paperwork they stated was supplied by the Ocala ******** dealership. They would not provide it. We are left with a vehicle with no warranty, rust, with a baby on the way next month. They did not disclose the vehicle was from ******, the odometer was changed from KM to miles, that the passed inspection discovered the bottom of the vehicle to be rusted out far beyond what a vehicle with 8K miles should have, and misrepresented that our vehicle would have a manufacturer warranty.

  Business Response

  Date: 09/23/2024

  Thank you for taking the time to share your concerns. At AutoMax Ocala, we take every customer issue seriously, and we are committed to addressing this matter with care and transparency.
  After reviewing the details of your transaction and the documentation signed at the time of purchase, I would like to provide the following information:
  

  Regarding Warranty Coverage: We understand that the topic of warranty can be a concern. Based on the paperwork we have, including the Buyers Guide, Buyers Order, and We Owe form (all signed by you), it indicates that AutoMax Ocala did not provide or imply a warranty on the vehicle. However, we always offer extended service contracts, which are available to customers for purchase, but in this case, it appears that option was declined.
  

  Vehicle's Origin: To be as transparent as possible, the AutoCheck Vehicle History Report provided at the time of sale shows that the vehicle originally came from ******. This report, which you signed, was shared with you so that you could be fully informed about the cars history before making your decision.
  

  ** Repair Situation: We contacted *****************, a trusted dealership in our network, to gather information regarding the ** issue. They confirmed that an ** repair was completed under warranty prior to your purchase, and we are unaware of any current limitations on warranty claims due to the vehicles origin.
  

  While I understand your frustrations, we have reviewed the documents provided at the time of sale, and they suggest that we were transparent about the vehicles condition and warranty status. That being said,our goal is always to ensure that our customers are satisfied. Im committed to working with you to find a solution, whether thats helping you trade out of the vehicle or discussing a potential repurchase at fair market value.For your reference, I have attached the original signed, Buyers Guide, We Owe form, and the AutoCheck Vehicle History Report for your review.  It looks like you may have upload the original Buyers Order, also providing the complete details of the transaction.

   Please know that we value you as a customer and are more than willing to discuss these options further to find the best path forward.

  Thank you again for bringing this to our attention, and I look forward to working with you.
  Best regards,
  **** ******
  General Manager, AutoMax Ocala
  

  
  

• Initial Complaint

  Date:03/29/2023

  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.

  On 3/12/23 I brought a 2019 **** f150. I loved the truck and the customer service was good until I drove it off the lot. When I drove it I immediately noticed transmission slips and power hesitation. The next day I called and reported the problem and was told it’s common on the 10 speed transmission that **** put on this vehicle. I went with what they said but the problem persisted to the point that I was fearful to drive the truck I went back to show them the issue and the salesman also agreed with me that it needs work. They took it to ******* ****** who does their service work and they said they can take a look but most likely they have to take it to **** for service. Which is exactly what happened the next day. **** then said it need a new transmission. And this is where I lost track of who has my truck. I’ve called multiple times and I get nowhere with the company. I have to contact the salesman who sold me the car on his personal phone to get any information since the company can’t. When Jc(salesman) isn’t around the company had no idea what was going on. I’ve had to call Jc to figure out where the truck is at and I was told it was at turner’s transmission. When I called them on different occasions to get an eta they told me that the vehicle is not there. So after 15 days of buying the vehicle and being told it needs a new transmission and trying to communicate it has gone thru 3 dealerships and no one has told me where it’s at now and today was the day I was supposed to receive the vehicle back and when I called to see when I can pick it up I was told the truck got pushed back until Friday due to their workload. I ask if they offer rental and was told no very rudely by Scott. I asked if it would be better to swap vehicle I was told if we did none of the money used for the taxes and fees can be used so trade. I’ve lost time at work. Money on rentals and possibly future job opportunities due to me pushing back the interview until I get my truck back.

  Business Response

  Date: 04/03/2023

  Hello,

  Our records indicate that a repair was made and the vehicle was picked up  Tuesday, March 28.  The teammates that were listed in this report stated that they were under the impression that the customer was satisfied with the repair.   

• Initial Complaint

  Date:08/06/2022

  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.

  Traded in a 2014 Honda Accord for a 2018 Mazda 3 on 07/20/2022 with the payoff on the contract. Two weeks later and no payoff the dealership calls me and says we need to redo paperwork. Promises the vehicle payoff will be put in same day. Later I get mail saying I've defaulted on the loan and it will get repossessed on 08/10/2022.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We apologize for any delays. Often times, the paperwork on financed deals can take up to 30 days to process due to tag/title work and the funding process by the lending institution. Once funds are dispersed, the dealer will immediately send the payoff. It has been 18 days since delivery. However, we are in the process of working with the lender to speed things up.