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:05/14/2024

  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.

  I got a car from them. They let me take it home then they say the bank didn’t approve my loan and took the car back and then give me any money back.

  Business Response

  Date: 05/30/2024

  Dear BBB,

  Apologies for not replying earlier. I had just made aware of this complaint. We kept this vehicle with customer ********** ******** for about three months. I can look up the exact details if needed. She went through three banks but failed to provide proof of income or residence. We saved no effort in trying to get her approved with three banks and went out of our way to keep the vehicle with her even while she had no finance approved. With the last bank, ****** **** ******* the customer submitted a fraudulent paystub. When the bank called it out we gave the customer time to return the vehicle. She ignored messages to return the vehicle despite letting her know that she was no longer authorized to use the vehicle. We had to file a police report. She even ignored their attempts in contacting her. Attached is a letter from the detective to pursue criminal charges against her. We decided not to pursue further. I had informed her earlier on that she would not get her down payment back because it would cover:

  1- Daily rentals for the months which she had the vehicle;

  2- Finance commissions we had to pay to run the application through the different banks;

  3- Repo costs;

  4- Issuing new keys; 

  5- Damage to the relationship with the bank. From a bank's perspective, we submitted the fraudulent pay stub although I had advised that they would need to look into the paystub and the dealership takes no responsibility for information provided by a customer. 

  6- The vehicle is not operational. 

  The down payment comes nowhere near recovering our loss. To think that this customer on top of all our losses and criminal charges we could have filed against her would initiate a complaint is outrageous.

  Customer Answer

  Date: 05/30/2024

  
  ********** 21709193
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********** ********
  

  I have offered to bring the keys in exchange for my items in the car 
  I have every screenshot from the text trying to send paystub‘s and get items from car. They never responded just left me on read. I also asked to get a different car that I could afford and they kept telling me no nor would they give me my money back.

  i have all the conversations and **** **** would never respond and I also I have a witness 

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bought a 2005 *** ****** **** 4x4. I know I purchased it as is with no warranty. The dealer did not tell me that the frame was rotted out underneath it. The two crossmembers that that the rear struts attach to are rotted into. If I had know they were selling me a dangerous vehicle I would not have bought it. Even if the gas tank strap where it bolts is rusted out. I’ve the gas tank held up with a ratchet strap as well as one side of bumper. I would like to return the truck for money I paid for it.

• Initial Complaint

  Date:08/15/2022

  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.

  I purchased a car from this dealership on June 9th 2022, for $7,200. Before purchasing the car, we test drove it for about 10 minutes and specifically checked for any dashboard lights but none were found. I left the dealership to go get a cashier's check, came back, purchased the car, and left. 5 minutes after leaving, the check engine light and another light saying "transmission service required" popped up. I took the car to Valvoline and had them do an oil change and transmission fluid change hoping that was the cause of the light. But over the next few days, the lights were still there. Meanwhile, I begin to notice that sometimes the car shifts weird and doesn't respond to me accelerating (Like gets stuck at a red light or stop sign and will refuse to move unless I turn it off and back on.) I took the car to ******** and they found some codes that the ******** representative told me had been deliberately cleared from popping up. These codes included in the attachment below, as the representative explained, meant the catalytic converter and transmission were bad, I needed to replace them, and she recommended I take the car back to the dealership. I called the dealership, and ******, at prestige auto denied knowing about the issue. She told me to go to her mechanic guys on **** street. I went there and they said the only thing their computer is pulling up is the issue with the catalytic converter. After that, I took the car for diagnosis at *** ******** **********, where they confirmed that both the catalytic converter and the transmission are bad and need to be replaced. I was also told by *** ******** ********** that Prestige auto had brought this same car to them a couple of weeks before I purchased it for transmission issues as well. When I confronted ****** at Prestige about this she denied that the car had been taken there, denied knowing about the transmission issues and has refused to resolve the issue

  Business Response

  Date: 08/16/2022

  Ms. ****** did come in on 6/9/2022 and expressed interest in the 2013 ********** *********. She test drove the vehicle and had expressed that she would like the engine cleaned prior to purchase. We agreed to clean it for her while she went and obtained the cashier's check for payment.  After she purchased, she did come in and explain the issues she was having with the vehicle. She was advised to take it to our shop to have it checked out. Upon inspection there were no issues that we could find with the vehicle and were unable to reproduce the problem she was having with it. She decided to take it to *** ******** after our shop checked it out, and this is where she was told the transmission was faulty. She was advised due to it being purchased "as-is", I could help her by taking care of labor to put a new transmission in the vehicle if she were to purchase the transmission for it. 

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I did take take the car for inspection by the mechanics connected to prestige auto gallery, but of course because it would do them no favor to tell me the transmission is bad, and because they were the ones that cleared the codes, of course they’re not going to be able to “reproduce” the codes for the transmission problem. But both ******** and the ********** dealership who are two separate individual entity with no motive to lie to me were able to find the codes detailing the transmission issue. And not to mention that this document attached here from the ********** dealership states that prestige auto brought the car to them 2 weeks prior to me purchasing it and the transmission already had issues at that point. So I’m not really impressed by any half-assed offer to fix the transmission for me once they find it because its been 2 months now and i haven’t gotten a call from prestige saying they’ve found a transmission for me like they said they’d done, or even a call to update me about how that process is going. Id like them to refund me for their lemon car or offer me another. 
  
  
  
  Sincerely,
  
  
  
  ****** ******