ComplaintsforPrestige Auto Sales

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 Subaru Outback on 09/08/23. On 09/17/23 I notified the dealership that I purchased the vehicle from about the Check Engine light and other lights on in the dashboard. They set me up a Service Appointment to have it inspected. I was told by the Manager that they used their OBD tool to clear the codes "to see if they come back." The diagnostic trouble codes came back and it was a hassle to get the vehicle back to their dealership because they required it. Work schedules, and the dealerships hours affected our ability to get this taken care of. I was on my way to the Dealership when the vehicle lost power and stalled out west of Kingman, KS. I notified the dealership, they said they didn't have a tow truck or a way to get it there. I paid the cost of a tow truck to take it back to Pratt, KS where I live. I had it diagnosed at another dealership and forwarded this diagnosis to **** at Prestige Auto. He said that they would still need to see it. When we finally got the car to Prestige Auto they said they couldn't honor what another dealership was saying because they weren't a Subaru Dealership. They also didn't find any codes this time either. I asked for documentation on this interaction, **** said they would be sent me. They never sent them. I took the vehicle to a Subaru Dealership in Wichita and **** called the Service Advisor and let ******* know that they wouldn't be paying for any repairs except the cost of diagnostics. ******* let me know that this conversation took place and that **** was not willing to fix the vehicle. Furthermore, in the diagnostics, the certified technicians noted that these issues were not new but had been an issue for a long time, definitely prior to me buying the vehicle. There are a number of problems such as leaks in the exhaust, sensors that need replaced, catalytic converter, etc. The dealership knew about these issues and instead of fixing them, just cleared the codes so they didn't appear when I bought it.

  Business response

  12/08/2023

  Hey ******, 

  We have already been in contact with you and Eric and have come to an agreement of us paying for a majority of the repaires on your exhaust system ( the o2 senesor and exhaust harrdware gaskets). Even though none of this was covered by any warranty we wanted to do this for you so show we stand behind what we sale.   As with any 10+ year old vehicle with close to 150K miles it will have wear and tear. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Approximately 2-3 weeks ago, I purchased a used vehicle. I bought it outright with cash for $4,000. I asked if there was anything seriously wrong with the vehicle that would compromise my safety, and the saleswoman said no. Last week, I took the car to get reviewed by a mechanic. The transmission is broken, and could have dropped causing the axel to pop out at any given moment. That would have caused the car to completely break down while I was driving it. I was lied to and my life was put in danger. The car needs thousands of dollars worth of mechanic work, and will be unsafe to drive until the work is done. I was not informed about any of this, and they fully put me under the impression that the car was safe to drive.

  Business response

  10/19/2023

  We are sorry you are having issues with your vehicle we would like to get it in at our shop and address any major issues especially safety. We wont be able to do anything about the repairs that are normal for this vehicles age and miles but we will definitely try our best. Please call ************ to schedule a time as soon as it is convenient for us to to address the major safety issues. 

  Customer response

  10/25/2023

   
  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,
  
  ******* *********

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 ********* ***** ** from prestige auto sales for $****** on August 9th, 2022. I needed the car to go back and forth to my college, work, and etc. I have not driven the car out of the state of ******* during time that I have owned the car. Within a month of my purchase I started having issues with the car smoking. I took it to **** **** a few days later and they told me that there was an issue with the valve cover. I contacted Prestige Auto Sales about the problem and took my car to them on August 14th, 2022. They gave me my car back about three weeks later, claiming to have fixed the issue with the valve cover. About a month later I started having problems with my car even accelerating. I took it to MULTIPLE mechanics and found out that my motor was going out after not even having my car for more than a month. Prestige agreed to fix the motor issue. I brought my car to them towards the beginning of October and received my car on November 21st, 2022 with a “new motor”. About 5 months later I’m having issues with my car smoking once again. I took it to a family mechanic and was told to take it to ***** *** **** for a diagnostic. I took it to ***** on April 11th, 2022 and I find out that I have several issues with the car. The same issue with the valve cover gasket, oil cooler gasket, plus a bad transmission. I contacted Prestige Auto Sales about all the issues and they recommended we come in to discuss the car. I went in on May 31st, 2023 to discuss the cars issues. I was told that they can not fix the issues. The mechanic tells us that they had no idea about the transmission. They offered to fix the transmission for a specific price, but when I bought the car I wasn’t expecting to pay for transmission issues within NOT even a year of having the car. I’d assume that Prestige would have done a full diagnostic on the car before selling me a vehicle with several problems. My transportation to work and school is now in jeopardy because of this.

  Business response

  06/02/2023

  We are so sorry that this is happening with the car. Prestige stands by our vehicles as mush as possible with used vehicles. We replaced a motor within 30 days of sale completely free of charge to customer to honor our commitment of selling reliable used vehicles. With all used vehicles there does come a risk of mechanical failure, that’s why there are repair shops and parts stores in abundance. Prestige can only guarantee a car within a reasonable amount of time after sale and that time is 30 days after sale anything after that is the result of used cars being used cars. We are sorry this used car is requiring attention but it’s common and expected with it being so far out of manufactures warranty. 

  Customer response

  06/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: a car lot is supposed to run diagnostics on their cars before selling them. Prestige either knew about the transmission issue and didn’t do anything about it, or they simply didn’t run a diagnostic. This is bad on their part and they are simply choosing not to fix the problem. 

  
  Sincerely,
  Tya *******

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I unknowingly paid for a third party auto warranty when purchasing my pre-owned vehicle from prestige auto. I wasnt informed that this 3rd party warranty was an option. It was simply added to my total. When things started going wrong with the vehicle just a month or 2 after buying it I called them and they directed me to the warranty company. The warranty company told me the issues I had with the vehicle was covered in my warranty and to go pay for a diagnostic before they'd approve the repair. After the diagnostic was complete they changed their mind and said it wasn't covered in the warranty. This happened several times with 2 different issues wrong with the vehicle. I kept spending money on diagnosis and they wouldn't end up covering the cost or fixing the problems that they told me would be covered. Anyway I decided to cancel the warranty back in January and they told me I'd get a refund check for the unused portion of the warranty. It's now May and I still haven't received a refund check. The warranty company told me they send the funds to the dealership and they send me the check. I have called prestige auto a dozen times over the past 5 months about the check and they keep telling me they are sending it out and never do. They told me it was mailed and I called a week later and they told me it was someone else's check they sent out. I have been very patient with this company especially after they sold me a vehicle with engine problems and a warranty that I never was given an option to purchase or not. I just want the refund from the cancelation that I made back in January.

  Business response

  05/09/2023

  We are so sorry Mary for your experience with this issue. We have contacted the warranty company just now and was told the cancelation wasn't processed successfully due to claims being processed. They have completed the cancelation and a check is on the way once received by dealership a refund check will be mailed certified mailed to recorded address on file. The timely issue was due to warranty company still processing claim and nothing the dealership could do on our end. 

  Customer response

  05/09/2023

  I called the warranty company this morning before making the complaint and they confirmed the warranty had been successfully canceled back in January.  So your company is the cause for the delay as they told me it was completed months ago on their end. You have been giving me the run around for months and have constantly been telling me the check is on the way every time I contact you. I am leaving this case open until I receive the refund. 

  Customer response

  05/23/2023

  I still have not received the refund. 

  Customer response

  06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I still have not received the refund check.
  
  Sincerely,
  
  Mary *******

  Business response

  06/02/2023

  Mary please reach out to **** Prestige General Manager he has a check ready for you. 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have reached out to the general manager of Prestige auto without a reply. My messages are ignored and I never get a response. 
  
  Sincerely,
  
  Mary *******

  Business response

  06/06/2023

  Please send an email to ************************ with request and then follow up with store manager. 

  Customer response

  06/07/2023

  
  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,
  
  Mary *******

• Initial Complaint

  02/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Weeks prior to September 1st, 2022 a verbal and by email a 100% guaranteed & completed deal was made for the purchase of a certain vehicle. I had requested verification of 100% approved numerous times before and during the drive there, vehicle was confirmed hours before my arrival in person to my mom who paid them $**** as they showed her said vehicle. I was dropped off sin e I was assured no issues for which Prestige employees made me wait over an hour to begin the process of denying me said vehicle then offer one and deny, offer & deny. They knew I was unhappy and stranded and refusal of my moms down payment I was given one choice over 2 hours later of an over age limit, over mile limit and over price limit for a buyer with my credit. Feeling confused, frustrated & vulnerable they took advantage. Day 1, police escort home from malfunction of brakes, day 3 fuel pump goes out on highway out of town, brakes went out, idle pulley fell off while sitting, pulled over for no tag lights, transmission issues leading to no reverse then no drive and now I've been in a accident making it even worse. They denied me anything warranty wise, ignored me first 30 days for warranty, just gave me a pos and laughed on the wY to bank

  Business response

  03/01/2023

  In the purchase of your vehicle you bought a vsc (vehicle service contract) the dealership recommended you using it for any repairs needed after the sale since you were un able to bring to dealership. We stand behind our vehicles up to a certain limit based on miles and age. The approval process was to our knowledge an amazing experience for you info via reviews and video review. Sorry we couldnt help to your standard. 

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
   They made a promise to me for a vehicle and broke it.  I did not receive anything aboit repairs in fact they ignored all communication for the 30 days i did have a small warranty, finally after 30 days they promised me $*** which i went there in person and was refused.  The video was obviously a mistake as they made me so worried that i wasnt getting anything and stuck, alone, 2 hours from home that of course i was relieved to have gotten anything at that point, over 2 1/2 hours later.  They showed the vehicle i was promised to my mother and took her $**** 2 hours before i arrived to get the verified vehicle they promised me.  This is unacceptable in every way especially morally.
  Sincerely,
  
  Mitzi ******

  Business response

  03/03/2023

  We value each individual customer and are compassionate with every situation. If there's anything within reason the dealership can do please let us know. As to practices and procedures the dealership went above and beyond to accommodate the customer and feel we fairly met our obligations.  

  Customer response

  03/07/2023

  I want to mention that this is extremely disappointing and the fact that you are held at such high standards yet let one if the absolute ************** businesses and their employees and owner get away with treating someone who was 100% taken advantage of just get away with that is the saddest things ever to me.  If you evem read my complaint you would see that they finally responded after the 30 day warranty I was allowed per them they promised me $*** which was **% of total repairs of $***** I spent in the first week but I suppose I was promised a ***** ******* too but look how far that got me.  Also, they didn't let me purchase anything extra which includes the item they said I purchased, clearly I DID NOT but you don't care about that either.  Now, I'm broke, no vehicle as I have to surrender it, nothing for a new vehicle and paying people for rides instead of saving so thanks for nothing

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** *** *********** Complaint has been filed with the city. This place sold me a warranty with my car and now that's something is wrong with the vehicle they sold me, them not the warranty I paid $**** for will do anything to help me!!! My car is gonna cost me $**** to fix and the warranty is offering $**** towards the repair. Absolutely avoid this company and the warranty company (******* ********) at all cost!!

  Business response

  02/16/2023

  Please call officea and speak with LUis for any help im sure he can help

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased an vehicle for the car dealer. It didn't even make it home and the checked light went off and it constantly is dieing.

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/10/12) */ We are working with customer to get repaired at a shop at there convenience with no charge. Customer is out of town making prompt service tricky but dealership is in contact with mrs ****** and getting handled hopefully to her satisfaction.

*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. ↩