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:08/08/2025

  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 am filing a complaint against ********* for refusing to provide a refund despite previously agreeing to it, and for falsely accusing me of dishonest and uncooperative behavior.On July 24, I requested a refund from ********* because I had unresolved issues with my lease return and had not finalized any new vehicle contract. ********* acknowledged this and agreed to cancel the transaction and refund the service fee.On July 25, the dealer in ****, initially connected to me through *********, contacted me independently and offered to handle everything directly, including the lease return and new vehicle. I clearly informed them that I had canceled with ********* and would proceed without them. They responded that they could still help directly.I signed the final lease contract with the Ohio dealer on Tuesday, July 29 five days after ********* agreed to cancel and refund, and without any further involvement or confirmation from *************, AutoNinja is refusing to issue the refund and has falsely accused me of lying, cutting them out, being uncooperative, and intentionally proceeding behind their back. These accusations are completely false and highly inappropriate. I was never dishonest. I never refused communication. I never voiced complaints or concerns about the pricing while the process was ongoing. I simply exercised my right to cancel under their own policy, which clearly states that a full refund is allowed prior to final confirmation, or if the dealer fails to honor the quoted pricing both of which apply in my case.AutoNinjas representative also cut off communication with me, even though I preferred written messages for clarity and record-keeping. Instead of honoring their policy and respecting my position as a customer, they have shifted the blame onto **** respectfully request BBBs assistance in securing the full refund of the service fee and holding this company accountable for misleading practices and inappropriate conduct.

  Business Response

  Date: 08/08/2025

  Hi *******, we are sorry for the misunderstanding on our policy and wished we had the opportunity to know and discuss your intentions to cancel our service, but continue with the purchase of the vehicle. As we've discussed, you had utilized our service to secure an 8.1% discount on a vehicle we advertised via our facilitating dealer partner in ****, which was advertised as being located in ****. We had agreed to increase that discount to 9.25% per your request. You had requested a refund, citing a change of your circumstances due to a current lease that you realized would be too expensive to get out of early, which was requested after we received your documentation, credit application, confirmed final terms, and reserved a vehicle with our partner dealer. Which, in accordance with our refund and cancellation policies, is not eligible for a full refund, rather a partial refund (less a $149 cancellation fee). At the point that you requested the refund, it was understood that you were wishing to cancel your deal due to personal circumstances, and your **** *******, had confirmed we would issue a refund as you requested, which still would have incurred the cancellation fee. However, after speaking with our dealer, he found out you were still planning to purchase the vehicle, at which point ******* tried to communicate with you to understand if you wished to proceed with the purchase. At which point you stopped openly communicating your intentions and actions, stating you are not obliged to disclose any information to him. You retroactively are now claiming you are eligible for a full refund, despite continuing with the purchase, due to an added service fee which was due to you not signing in person and the dealer needing to use a signing service for your contract since you are located in **. This is voluntary and was not originally included in our offer, as it was advertised locally in **. The documentation you later provided showing the dealer purchase breakdown shows they honored the 9.25% discount we arranged for you. 

  Ultimately, we spend a lot of resources on establishing dealer relationships, negotiating below-market deals, and providing those to paid clients. By initiating our service to the point of having the car reserved, deal terms negotiated, and dealer introductions made, then cancelling with the implication you are walking away, then still proceeding with the purchase and deciding to cut us out of the process at that point, does not necessitate a full refund. You used our service to get a deal several states away that you would not have otherwise procured yourself organically. For this reason, we disagreed with your request for a full refund and waiving a cancellation fee, which at a minimum, is applicable given our policies, which are disclosed in our quote emails and required to be acknowledged when you made payment for our service. Despite this, I did previously offer you a 25% refund of your service fee as goodwill, to which you have not accepted. This is still an offer that is available to you if you wish to accept this resolution.

  Customer Answer

  Date: 08/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ***