Complaints

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

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  Auto Lenders

  104 Route 73 Voorhees, NJ 08043-9575

• 

  Auto Lenders

  6201 Blackhorse Pike Egg Harbor Township, NJ 08234

• 

  Auto Lenders

  122 Berlin-Cross Keys Road Winslow, NJ 08009

• 

  Auto Lenders

  305 W Lincoln Hwy Exton, PA 19341

• 

  Auto Lenders

  31200 US Highway 19 N Palm Harbor, FL 34684

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:02/27/2023

  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.

  i bought a vehicle and it keeps dying and the dealership auto lenders isnt solving the issue and they wont listen to things im telling them so theyre taking everything out of my truck cause i dont know anything and theyre not fixing any issues. I was told to contact yous from family, they said maybe you can help wondering if you can help.

  Business Response

  Date: 03/01/2023

  We are in close contact with this customer and are working together on a resolution

• Initial Complaint

  Date:02/13/2023

  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.

  purchased a 2017 jeep in December of 2022, i reside in ************ and can't get it to pass ** inspection without spending $4000. i have already spent $1500 of my own money to remedy the problem they claim doesn't exist. although i have a receipt claiming there was a problem before in the history search on paper with their letterhead. i tried to resolve but my e-mails are not being answered. Bottom line is i have a vehicle registered in PA with a ********** inspection. this is illegal and it can't pass inspection. all i asked was to be reimbursed my money already spent. i have all correspondence documented from salesman and manager.

  Business Response

  Date: 02/13/2023

  We have spoken with this customer and are working together on a resolution.

• Initial Complaint

  Date:02/09/2023

  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.

  Bought a 2010 camaro with approx ***** miles. *** this car since sept 2021 and only driven the car approx 28 days. Car has been in and out of the shop this whole time. This last time has been almost 4 months. Auto lenders claims that the car mileage was accurate but according to the dealership this car has a lot more miles on it and it shows it has been in a significant accident. Damage to front and rear of car is evident. But auto lenders claims no knowledge of this. I was shown a clean car fax and was told the vehicle was as good as new. The problems started from day one as soon as I left with it to this day. Their position is I bought after market insurance so they are not responsible. Not only are they false advertising they dont stand behind the cars they sell. Im 54 years old and have purchased many vehicles but this is the most disappointing experience I have ever had. Would not recommend to anyone

  Business Response

  Date: 02/10/2023

  We have spoken with the customer and are working together on a resolution.

• Initial Complaint

  Date:01/09/2023

  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.

  I purchased a ********** Outlander in August 2022. There was an issue with two of the doors (driver door & back door-driver's side). I reported the issue shortly after the car was purchased. Finally, I went to the dealer's service location on October 10 to have the issue checked. I was told to take the car to a body shop to get a quote for the repair, which I did on October 18. No one contacted me. I continued to reach out to the rep. ****** who told me he would look into the issue, but he didn't. Since the representative I was communicating with was not helpful, I decided to request to speak to the manager. I asked to speak with the manager on November 29 and was told he would look into the issue and call back. He didn't. I called again on December 12 and finally spoke with him on December 15. He said he would look into the situation and call back. He didn't call back. It's now January 9 and still have no responses or information on how and when this issue will be resolved. If I don't reach out no one contacts me. And even with calling regularly, the issue has not been addressed or resolved even though it's been 5 months since I purchased the vehicle.

  Business Response

  Date: 01/10/2023

  We have reached out to this customer by phone, text and email and are awaiting a response

• Initial Complaint

  Date:12/14/2022

  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.

  Purchased vehicle October 7th. Informed the sales team there appeared to be an issue with steering the vehicle and rack and pinion was leaking. There was also a new control arm on the front passenger side of leak. Screeching engine noise when you accelerate about ****rpms. The sales department wrote "We Owe" document provided at the time of purchase. October 10th: Following repairs made a) Replaced rack and pinion b)Replaced outer tie rods in the front along with the links. October 12th: We picked up the vehicle. 4. Two weeks after physical receipt of the vehicle (12th), we could barely turn the steering wheel. and the service engine soon light was on. 6. November 2nd. The service department indicated Mass Air Flow Sensor will be replaced on November 28th. A 2nd rack and pinion and power steering pump installed. Replaced drive belt. Less than 10 minutes after i picked up the vehicle on the 4th i noticed windshield is cracked. The repair would be fixed on November 28th. The crack is on the same side as the new rack and pinion. November 16th: While turning onto our street, steering wheel locked. The vehicle was towed back to service center. November 22nd: Damage on same right side. We were informed the damage was due to driver error and they were no mechanical reason for this to happen and we should contact our insurance. All less than 30 days of physical possession of vehicle. Asked to give money back and purchase another car. No. Asked to make repairs and I'll take to ****** to check steering, *********************** and they can decide if its mechanical malfunction. Insurance said no way to determine. I want my down payment back and another vehicle. They didn't inspect for safety prior to sell. I've incurred rental, $500 deductible, increased insurance premiums, and Uber costs. VP of sales and service was supposed to call me back on Monday, December 5th. Did not call back. Email ***** and no response.

  Business Response

  Date: 12/15/2022

  We have spoken with this customer and are working together on a resolution.

• Initial Complaint

  Date:12/03/2022

  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 purchased a vehicle from Autolenders of Toms River several months ago. There have been safety and quality and performance issues since I brought the vehicle home. The safety issues still continue with no resolution. I feel the vehicle was not suitable to be sold in the condition it is in as it is not safe to drive. I would like it fixed completely, a refund, or an exchange for a safe vehicle.

  Business Response

  Date: 12/05/2022

  We have spoken with this customer and are working together on a resolution.

  Customer Answer

  Date: 12/05/2022

  
  Complaint: 18519373
  
  I am rejecting this response because:
  
  Although communication has been initiated, the issue remains. My complaint will remain open until the issue has been satisfactorily resolved and my vehicle is safe to drive.
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  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.

  For the third time, my vehicle is in the ******* department for warranty work for longer than two weeks. The time prior to this one, the ******* department caused the damage by failing to add fluid to the rear differential during my previous paid for ******* (necessitating the entire rear being replaced). I was given a loaner vehicle for the month they were repairing the damage. This time, I dropped my truck off on a Sunday 11/3 for a Monday appointment. When I called the following day, I was told specifically that since I dropped it off, they "didn't get too it" as "It was dropped off the night before so it's whenever we can get to it." I retrieved it and made an appointment for Friday 11/18 at 7am. End of day ******* ******* manager *** let me know the warranty ******* inspector must come. They held on to my truck. The inspector came 11/21, and I got a rental vehicle Monday night. One Wednesday 11/23 *** told me they needed to actually take it apart to confirm damage, which they had not done. *** confirmed they did it on Friday 11/25, and ordered the parts. My week with the rental vehicle ends today Monday 11/28, however the ******* writer informs me that: (A) The manager is not on location for the next 2 weeks. (B) My truck is NOT done, the parts have NOT arrived, my truck is 'on the list' for some time this week. (C) They will NOT extend my rental vehicle any further, regardless of any inconvenience this causes me. As of tomorrow, I will be without my vehicle 13 days with no set return date, and they refuse to authorize more than 7 for a rental.I would like my vehicle returned, FIXED, ASAP. I would like compensation for a loaner vehicle to cover the days over and above the 7 allowed.I would like to be provided a loaner vehicle for any further warranty repairs beginning on day 2 of any instances.

  Business Response

  Date: 11/29/2022

  We have spoken with this customer and are working together on a resolution

  Customer Answer

  Date: 11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  the corporate office contacted me within 24 hours and provided me a loaner vehicle and an update to my own vehicle.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:11/08/2022

  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.

  I purchased a vehicle 10/25/22; I had the car for weekend when I realized issues with vehicle (water leaking back, alignment issues,etc.). Made concerns known via email day 7 & that I wanted to return the vehicle. Explained when paperwork signed all documents were explained quickly with the exception of the page that states no refunds, which was not specified. Spoke to General Manager ****, extremely rude & unprofessional until I mentioned I would be willing to purchase a different vehicle from them. Picked another vehicle they used price gouging practices instead of what Manager agreed to via phone. Called to speak with Manager told to busy checking emails and taking calls. Went to office; Manager *****************, and bothered again. No compassion, or desire to help customers. Asked for my money back. He met with me in showroom vs office to have a private conversation. Finally moved to office, as he was demeaning, aggressive, and frankly lied repeatedly even after my sister told him she recorded him. When expressed taking legal action shrugged it off like it didn't matter. Refused to allow me to speak with his supervisor. All supervisor were in a meeting so he said, refused to reach out to their customers service line that could reach a superior based on how he explained it. Had to wait 2 hours for the approval for a *************** then refuses to give me full refund, stating they would be paying the bank I fianced with the payoff for the vehicle they were getting back and I have to pay them the ************ although the check I provided 10/25/22 paid for car flat rate, taxes, other fees ********************* documentation fees). After aggressively attempting to have me pay them for ************, **** brings in their fiance manager ******* to be "good cop". I have repeatedly asked for a refund. A full refund and they refuse to provide me with a full refund, & the unethical practices that occurred within this agency is unacceptable. Now I'm forced to seek legal action.

  Business Response

  Date: 11/10/2022

  We have spoken with this customer and are working together on a resolution

  Customer Answer

  Date: 11/10/2022

  
  Complaint: 18376277
  
  I am rejecting this response because: I was told on Monday I could return the vehicle and at this point I feel like they are drawing this process out. The individual who called on Tuesday, ***** from corporate told me that he would call me back yesterday, he did but not with a resolution. As he asked me Tuesday and I told him I would like a full refund and return the vehicle and be done with their organization, he asked me to do another deal with them in which I have no interest in doing. He told me he would be following up with me by days end with a resolution; texted me at 4:49pm in the evening informing me he would have a resolution by 10am today. I have yet to hear anything back. They sent me an email yesterday evening asking for feedback regarding my experience, in which again I informed the sender, *************************** of the events that occurred and what I am asking for. I have little to no faith they will our their word and complete the return; void the transaction as discussed when i was in their office on Monday, November 7th. Therefore, although they reached out I cannot blindly accept what they are reporting to you. 

  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/11/2022

  We worked out a resolution with this customer and all is well at this point

  Customer Answer

  Date: 11/14/2022

  I would like to provide an update regarding my recent claim to inform you that the business and I have reached an acceptable agreement (full refund). 

  
  

  Thank you, 

  
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/04/2022

  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.

  When I first purchased a vehicle November 2019 I took it to Auto Lenders days later if not the next day and told him something was wrong with it. I believe I took it back twice they told me no issues I tried to take it back and they told me it was too late, I passed a the time to take it back. In fact, it was a lie because I was back within 30 days but I listened to him and then when I found out they said after 30 days it was too late. In any event, I kept the car because I thought I had no choice. Next, the engine blew within 6 months of me purchasing purchasing it November 2019 my engine blew. I took it back to Auto Lenders they decline to do work on it because they said it was something wrong with the engine. I also replaced the engine and went through three engines so from the time I got it November 2019 6 months later the engine blew I put three engines in it and they all blew so something else going on with the car. I don't know what was going on I didn't drive it again until August 2022 it just sat for pretty much 2 to 2 1/2 years. I had so many problems with this vehicle I kept trying to get auto lenders to do something about it and they kept refusing. So now we come up to now I got an engine in there at the engine and it's working. So I go to get repairs on my shock struts wheel alignment I paid $2,000 and I go there they do the work and my car is driving worse than it did before I took it there. I went back up there they told me they don't know what's wrong with it to bring it back and let them know and record when I have problems. I don't think me spending $2,000 on work that I should be coming back with a messed up car worse than it was then before I took it in there. I don't have $2,000 to waste so I feel like I was sold a lemon and I was trying to see if something can be done about this because this is a very horrible experience. All my payments are on time, I could've paid ththe car off with all the money I spent on repairs.

  Business Response

  Date: 11/05/2022

  We have spoken with this customer and are working together on a resolution. 

• Initial Complaint

  Date:10/31/2022

  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 August 1st we went to Auto Lenders in Williamstown to look at a 2011 ******** **************************** love with the car and decided to buy it. While we were doing the paperwork the car was parked outside by the showroom in plain sight. To my horror I noticed the front lower grill was smashed from a previous accident. We immediately became concerned, and we both wanted to walk away from this beautiful car. The sales staff seemed confused that a car with front end damage was even being shown to potential customers. We should walked away....The sales manager assured us that the car was checked and was structurally sound and that this was strictly cosmetic. His exact works were "we'll fix what's broke and MAKE IT RIGHT" We bought the car.He ordered a replacement grill while we were there.The grill was installed about a month later and when I got the car home I noticed the front bumper cover was dramatically sagging on the passenger side. This was obviously a result from the accident damage.I took the car to the ******* service department and they agreed the front bumper cover needed replacing. At this time I also showed them that the rear bumper had a deep ***** and they agreed to also fix it.I get a call a few weeks later, on a Tuesday, saying the car is back and that they painted the read bumper but didn't replace the front bumper as promised...just painted over it, At this point I'm assuming the car would go back to body to be properly finished, They called me Friday and basically said that the front bumper was fine and the car was ready to be picked up. I went to see the car that following Monday and the service manager, some company guy and myself looked at the car while up on a lift. The company guy agreed that the bumper was sagging but gave me some word salad that it was structurally sound...the car was 11 years old...they painted the rear bumper blah blah blah.What has us miffed is that we were told "we'll fix it and we'll make it right"

  Business Response

  Date: 11/02/2022

  We have been working with this customer in regards to his 2011 ********* This customer did not purchase an extended warranty and had a concern with his front grill which was replaced. The customer then brought to our attention that there was a sag in his bumper cover which AutoLenders offered to repair and fix and this work has also been completed at no charge to the customer. This vehicle has been repaired as a goodwill gesture and AutoLenders has done more than contractually required to assist this customer. 
  
  

  Customer Answer

  Date: 11/15/2022

  
  Complaint: 18337553
  
  I am rejecting this response because:

  My wife saved photos of the car that Auto Lenders posted on ********* One of the photos clearly shows the front end and there is no absolutely no damage visible!

  They did the damage at some point and showed us the car anyway.

  When we were shown the car we noticed the damage and wanted to pass.

  The sales ************* us that it was cosmetic and that we would "fix it and make it right"

  They did in fact replace the front grill however the front bumper cover still has an unsightly sag on the passenger side that resulted from the damage.  

  The ******* ** replaced the front grill.

  After a few weeks I did in fact notice the sag and it was unacceptable.

  I raised my concerns with ******* and they looked at it again AND CONFIRMED THAT THE ***** LOWER BUMPER COVER WAS STILL DAMAGED AND NEEDED REPLACING.

  At this time I pointed out that there was a crack on the rear bumper and asked if they could do a touch up on it while the car was at the body shop. 

  ******* called me several weeks later and said "we've got good news and bad news...the good news is that they repainted the the ENTIRE rear bumper, and it looks perfect...the bad news is that the body shop never placed the front bumper...just painted over it"

  I asked to meet up with a supervisor at ******* to hopefully resolve the issue. This individual  stated that the bumper is fine and that "it's a used car and we are not spending any more money on it"

  As per advice from my legal council:

  Auto Lenders made us a verbal promise to repair the front end damage and "make it right"

  This promise was made to my wife and myself.

  A promise of this kind, from seller to buyer, is binding in **.

  Auto Lenders in ******* did confirm there was damage to the front bumper cover and they would replace it.

  I don't feel my request for repair is out of line.

  They damaged the car and should fix it back to normal...just like the photos in the ad... nothing more...nothing less!

  I didn't ask for the rear bumper to be completely resprayed...just a spot touch up. 

  My confidence level in Auto Lenders is zero...
  

  My intention is to get several estimates on a replacement front bumper cover and paint.

  I will pay for the repair myself and file a complaint in Small Claims Court to recover my cost.

  It's unfortunate that it's come to this but their representative made it clear that they were done with me...so I'm basically done with them also.

  Auto Lenders should never have shown us the car in that condition...but they did.

  Auto Lenders made us a binding promise to "make it right" and only fulfilled half their promise.

  In conclusion this entire mess is our fault...WE SHOUILD HAVE WALKED AWAY from AL and not trusted them.

  Also...we do in fact have an extended warranty on the car for two years.

  I did also file a complaint with ********** Consumer Affairs.

  *******
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/03/2022

  We worked with this customer to repair his 2011 ******** he purchased at no cost to him through strictly a goodwill gesture. The customer saw a cosmetic concern which we agreed to assist him with. At no point did the customer request a replacement, he was told the car would be fixed. The car has been repaired at no cost to the customer and ********************** feels we have done more than required to help this customer.