Complaints

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

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  Prestige Auto Mall

  1559 State Rd Cuyahoga Fls, OH 44223-1347

  
• 

  Prestige Auto Group

  355 West Ave Tallmadge, OH 44278-2118

  

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:02/19/2024

  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.

  They sold us a car a little over 6 months ago with an inside leaking in the ptu. We bought the warranty and attempted to use it while the warranty is claiming it had to be leaking longer than 6 months and the selling company had to know about it. So now we paid 3000 dollars for the warranty now we are out 3600 for a new *** in our car. Dont buy from here.

  

  Business Response

  Date: 02/26/2024

  Hello, I will reach out to ***** by tomorrow, Feb. 27th to discuss her complaint. I need clarification on what she is stating. I'm not sure what she is trying to say as far as a leak in ***. What is ***? After we speak I'll have a better idea of her issue to see what can be done.

  Customer Answer

  Date: 03/02/2024

   I am rejecting this response because:
  
  **** has reached out to me, however were still working to find a solution. Until a solution is found I do not want to accept the response.

• Initial Complaint

  Date:02/14/2024

  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.

  2015 Audi A8

  Customer Answer

  Date: 02/14/2024

  Prestige Auto Mall

  ***************************************************************************;

   

  Customer Answer

  Date: 02/14/2024

  Buyer beware when purchasing a car from this place, I too should have done my homework. I bought a car online from them back in November 2023 I also bought the extended 3-year warranty, I received the car via transport after about 4 days of submitting down payment and finishing all paperwork. When I got the vehicle, I notice that the passenger side back window and shade didn't work and whenever I would hit the brakes or hit a dip in the road I would get a faint metal sound, I took the car to my local dealership, and they found over 6k worth of repairs needed only after me having the vehicle only 30 something days. Heres the kicker the warranty the dealership sold me would only cover $1300 of all the repairs. I contacted the warranty company and was told the major repairs needed on my vehicle were pre-sale therefore they would not cover them, and I should take my issue up with the dealership. I contacted the dealership over 20 times and was always told its being worked when in fact nothing was being done, they were just hoping I would get tired and go away. So, in the end I had to come out of pocket for a broken window, 3 water pump leaks, upper and lower bushings, sway bars, new battery(yes the battery was shot) and because of the sway bar and bushing problem I needed new tires and alignment. I have the invoices, receipts and a video from my local dealership to back up my claims. The worst car buying experience ever.

  

  Business Response

  Date: 02/20/2024

  I'm sorry to hear you're having issues with the Audi you purchased, I'm glad the service contract covered part of the issues you were having. Of course cars are mechanical and incur mechanical issues through out ownership. Please realize this is a 9 year old car that's in great shape and was purchased at well below market value and I'm sure you already know this as you purchased from a distance. The service contracts will not cover maintenance items like the coolant flush etc. that you had performed. While in our possession we did a complete inspection on this Audi and replaced the water pump, replaced the water pump gasket, the thermostat was replaced as well by our local Audi dealer in addition to oil change etc. We can't predict when problems will arise on any vehicle. I do understand that it's a frustrating situation for you but it's not a brand new car with coverage from the manufacturer and that is a risk we all take when purchasing a vehicle. You have a great car, the European models are more expensive to maintain compared to domestic brands. Your purchase was on October 28th of 2023, of course if we had a chance to look at the car for you we could have fixed for a lot less then a new car dealer as they charge a premium and you could've had the work performed for less at an ASE Certified garage instead. 

  Customer Answer

  Date: 02/20/2024

  If the company is un-willing to help pay for some of the cost of repairs what other options do I have if any?

• Initial Complaint

  Date:12/24/2023

  Type:Sales and Advertising 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.

  Date of transaction: February 1st 2023
  Amount of money paid to the business: 31,088.69
  What the business committed to provide: Got my e-check early March and failed, contacted dealership and was told issue would be addressed but no one ever contacted me back BMV gave me 6 month temporary permit tag but issue is still unsolved.
  Nature of dispute: Sold me a vehicle that was not ready to pass e-check
  Did the business try to resolve the problem: No business did not try to resolve the problem, the new manager **** **** who was not working there the time of my purchase stated "You knew it was not going to pass e-check when you bought it." which is untrue and illegal
  Account/Order number:
  
  Also the business put my mother-in laws birthday and ID number on my paperwork/agreement without permission and slipped in a paper that I did not sign regarding the inspection of my car that I was unaware of.

  

  Business Response

  Date: 01/04/2024

  I'd like to have ******* call me at her convenience so I can make arrangements to have our service department look and assess what it would take to make the issue right. My office line is ************ and my cell is ************. Thanks

  Customer Answer

  Date: 01/08/2024

   I am rejecting this response because:
  
  
  I have tried calling Prestige auto credit and have been told by multiple people someone would be reaching out to me regarding my car still not passing e-check however I have yet to get in contact with someone and therefore cannot get new tags for my car.

  

  Business Response

  Date: 01/09/2024

  Per my original response, I provided my office number and personal cell so ******* could reach out to me as I'm handling the complaint. I can be reached at ************ or ************. I will call ******* later today (01/09/24) for her convenience. Thanks

  Customer Answer

  Date: 10/02/2024

  [[BBB transcription via duplicate complaint]]

   

  Problem:

  I bought my car from Prestige auto credit, the check light was not on or any other light signaling an issue, my car has not passed e-check since I bought the vehicle. I had to find out on my own that my car has an upgraded turbo and nothing to support this part. I have attempted to contact the dealership regarding this matter to which I was told they would get me a tune but since then has not been returning my calls or contacting me regarding this matter. I went through my paperwork at which I realized there is a paper slipped into the other papers regarding this car part and no signature of confirmation from me since I was unaware. I did attempt to take the car to the dealership to have it looked at to which again I was told they’d contact me but have not done so. My paperwork was also containing other information besides mine and had my family members personal info. I have reached out to BBB before regarding this but was giving birth around the time and was unable to follow up at the time. My goal was to have a reliable vehicle before my baby was born and now I am worried when I drive her around in it
  
  
  Desired Resolution:
  
  Repair; Replacement; Refund

  

  Business Response

  Date: 10/07/2024

  I just spoke with ******* (10/07/24) and she is calling me back to work out details of us taking a look at the vehicle in question at our Cuyahoga Falls location. The location in Akron was merged with this location months ago.

  

  Business Response

  Date: 10/07/2024

  I just made contact with ******* and she is bringing her vehicle to our Cuyahoga Falls location this Wednesday (10/09/24) so we can diagnose the issue.

  Customer Answer

  Date: 10/10/2024

  Prestige asked if I can bring my car up to their shop on Monday instead since they would not have a rental car for me to use in the meantime until then. I agreed to bring my car up on Monday and hopefully we can make progress. I will keep BBB updated on this matter 

  Customer Answer

  Date: 10/21/2024

  Sending an update on the situation, I have dropped off my car to Prestige last Monday and just waiting for an update.

  Customer Answer

  Date: 10/29/2024

  Just updating on my case, I still have not heard back from the dealership regarding an update on my vehicle. I will message them tomorrow as they have not reached out.

• Initial Complaint

  Date:09/21/2023

  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.

  Prestige Auto Credit, ****** **.
  
  I bought 2017 Audi A7 on Sept 4th on the labor day, we got there around 1pm and the dealership was closing by 3pm as it was Labor day and the service manager was not available hence I never got to check the vehicle thoroughly. Before the deal was done I asked our salesman "****" is there any problem with the vehicle I should know about, he said "absolutely no", deal was done and I left the dealership with the car. On our way home, the vehicles started overheating so we stopped to check and the coolant was very low so we added some. Next day on my way to work it started overheating again so I took the vehicle to get inspected by a certified mechanic. Here are the issues the shop found.
  
  1) Found a Bad water pump, the shop said it's been leaking for long time now(months) as there was dried brownish residue from the coolant.
  
  2) Misfire in cylinder 1,2,3,4,5,6. Practically all cylinder are misfiring.
  
  3)left rear light don't work.
  
  4)Top right corner of the windshield is cracked.
  
  5) Driver side coil spring and passenger side rear coil spring is broken. The coil spring has been badly rusted and cracked.
  
  I reached out to the dealership (****) the service manager the next day and explained all the issues in the vehicle, he said to give him some time and he'll reach back with the resolution, after waiting for few days and never hearing back I called the dealership and spoke **** again and he advised me to talk to the GM, Interestingly everytime I called it went to his voicemail so I left him a message and never got a callback so after waiting for another week I called back and spoke to ******(GM) and explained how they sold me vehicle with all problem, never even got to enjoy the vehicle I bought, as I had to take it to the mechanic the very next day and its been sitting there since then. I can't drive the vehicle as it's overheating and it won't even pass inspection to legally drive on the road as it has broken coil springs.

  

  Business Response

  Date: 09/25/2023

  After speaking with ****** at the location of purchase, Prestige Auto Credit will as a good will gesture on an As-Is vehicle order and pay for the 2 coil springs and ship them directly to Mr. ******'s address. We will also pay the labor to have the 2 coil springs installed for Mr. ******. Please reach out to ****** at ************ to set this up. We strongly recommend purchasing service contracts as the frequency of repairs tend to increase as the miles go up and the vehicle ages, we also provide a 6 month or 6,000 mile limited powertrain warranty at no cost to Mr. ****** that includes roadside assistance that covers the major items like engine, transmission and drivetrain. If Mr. ****** would like to trade the car in for a different one we can also take a look at that as well. 

  Customer Answer

  Date: 09/25/2023

   I am rejecting this response because:
  
  
  Well the water pump, this was a pre existing issue with the vehicle, if Prestige auto credit had done a honest inspection, they would have seen that, rather fixing it, they wanted to make a bigger profit by passing this issue to the next buyer. This is all in my report by ASE certified mechanic.
  
  Secondly I would appreciate if ****** replaces coil spring in a set, if only one coil spring each is replaced on an axle the spring rate will change over time and use, so a new coil spring would be slightly harder than the old one - if that is the case then it would result in uneven handling, which would be very dangerous.
  
  There is also cracked windshield which needed fixed. 
  
  

• Initial Complaint

  Date:09/21/2023

  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.

  Hello,
  
  In March of this year, 2023, we purchased a car for our son as he was a new driver. Prestige sold us a 2015 BMW 5 series. The car had 73.358 miles on when purchased. Since I am limited to characters, I will list the issues. We have received delays, excuses, and no resolution for any item during the 6 months of correspondence with the dealership.
  1. bumper came loose and needed replaced
  2. passenger front headlamp went out, needed replaced
  3. tire rims were weighted and welded instead of replaced and shredded the tires. All tires and rims replaced.
  4. Windshield washer system continuously ran the washer pump. Found out their is a power module that needed replaced. This particular modular was somehow not covered under the extended warranty
  5. Drivetrain malfunction occurred today. The engine is going bad.
  
  With all these issues the car has been either in the repair shop or undrivable for the majority of the time we have owned it. The dealership has been unhelpful in resolving the issues despite many calls and texts to everyone.
  Also our extended warranty was added to our loan contract, even though we instructed the finance department to redo the contract and take it out. We wanted to put $2000 down and then pay cash for the extended warranty. ($3310). When we called the finance department to see what happened and why it was added in to the contract even after we had the paperwork all redone, they stated, "human error probably". I am very disappointed in the place we have come to with this car and the response or lack thereof by the dealership to resolve even the littlest of issues with this car. I hope no one has to experience the agony we have with this purchase. We simply want the dealership to refund our full cost of the car (since they have known about each and every issue from the moment they occurred) and they can deal with repairing the engine and/or dealing with the people that sold this car to them.

  Customer Answer

  Date: 09/25/2023

  Hello, 

   

  This complaint has been resolved with the dealership. They have agreed to take the vehicle back and refund our cost. We have an appointment on Wednesday 9/27/23 to sign the paperwork to return the car to their possession. 

• Initial Complaint

  Date:08/28/2023

  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 2018 chevy impala from Prestige auto mall in june of 2020, was told the vehicle was issue free. a form from the Ohio Department of public Safety bureau of motor vehicles even gas a form where it states the condition of the vehicle to be good. I went to Toyota of Erie to trade the car in when I was notified by the salesman that they cannot take the vehicle on trade because the vehicle has structural damage and the car is basically worthless. the damage to the car occurred in may of 2020 and was never disclosed to me and now I can't even get rid of it because of the "structural damage" that appears on the carfax

  

  Business Response

  Date: 09/07/2023

  The 2018 Chevy Impala that ***** purchased form us over 3 years ago does have "Structural Damage" that was based on a visual inspection. This does not mean that it definitely has structural damage, it has become common practice when some sellers list this when selling their car to prevent any recourse. In regards to the statement made "The dealer told ***** her car was worthless" I have to question. What value did they tell you the Impala is currently worth? Also, I stress the fact that this is not a Salvage or a Salvage Rebuilt vehicle. If it was that would diminish the value some. Please keep in mind that you paid $15,982 over 3 years ago for this car. I'd be happy to take this Impala back in on trade as there is good value on this car. You can't take 1 dealers words that your car is worthless because that's not the case. I would need to see what the current miles are on the Impala and condition of it as well to determine what we give for a trade value, I do believe you will be happy with what we give for the Impala after getting that additional information from *****. Also the lender  *****'s Impala was financed with would not finance this vehicle if it was a Salvage or Salvage Rebuilt. There is a big difference between structural damage based on a visual inspection compared to a Salvage or Salvage Rebuilt. Ultimately, I would assist in taking this Impala back in on trade. Please advise if this is a option for you, *****.Thanks~****

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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.

  My car has been in Prestige Auto Credits possession since the evening of August 1st 2023. They are dragging their feet with sending over an estimated price to my warranty company ****************** in order to get the repairs that are needed. We continue to call and speak to managers and we arent getting anywhere. Theyve had my car sitting for 2 weeks and isnt trying to come up with a resolution to helping me get it fixed.

  

  Business Response

  Date: 08/17/2023

  I just spoke with our service manager, **** at the Credit location in *****. We have all the parts and the vehicle is currently torn down to replace the chains. Inspection is set up with the warranty company to inspect the engine, this is scheduled to happen tomorrow, August 18th. The vehicle should be done early next week. **** has spoken with customers father regarding the status and also has left voicemails regarding what is going on. Unfortunately, occasionally parts get delayed, the warranty company makes their rounds for the inspections due to their process and we have to try to squeeze this repair into a full service schedule. I know how frustrating it is when a break down occurs but luckily a service contract was purchased on this vehicle and everything is in motion. Most service departments are extremely backed up and we have done everything we could to expedite this repair. 

• Initial Complaint

  Date:08/09/2023

  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.

  On June 29th, I ordered a used Honda Odyssey from Prestige Auto Credit in ***** **** (phone number ************) for approximately $15,000, including $450 for shipping the van to me in ******** **. I was told that the van would be delivered within a week of ordering it and that they would contact me with a more specific delivery date/time once it actually shipped. A week and a half later I had to contact them and was told they were servicing the doors and that it would be just a few more days. Until 8/4/23, they continued to dodge calls, leave me on hold, and not return messages. When the van was finally delivered on 8/7/23, the inside was dirty with animal fur, loose food (cereal and candy), and some unidentifiable red powder. More concerning was that 6 of the 8 seats had no head rest, which a dealership is federally required to provide with a sold vehicle. I have reached out to the dealership multiple times seeking a partial refund for the excessive delay in shipping and the messy interior with missing safety features, but they continue to ignore my calls, leave me on hold, or refuse to call me back.

  

  Business Response

  Date: 08/10/2023

  I'm responding to Mr. ********s complaint regarding the headrests, shipping delay and condition of interior per customers statement. I just spoke with ******, manager of the store where this vehicle was purchased from and his service manager and parts manager will be getting the headrests to Mr. ******* in addition we will be refunding the cost of transporting the vehicle to ******** in the amount of $450. I'm sorry Mr. ******* had this experience at one of our stores and I'd like to be his point of contact moving forward. I can be reached at ************(office) or ************(cell). Thanks~****

  Customer Answer

  Date: 08/10/2023

  Upon further inspection of the vehicle, I found that the driver side back window is inoperable, the front two tires have no tread left, and the passenger side brake light is inoperable. I've included pictures of the brake light, tires, and some examples of the mess that detailing the car cleaned up. I'd like this resolved by bringing the van to a Honda dealership to have the window and brake light fixed at the dealers expense, and I'd like two replacement tires for the ones that have no tread. 

  

  Business Response

  Date: 08/14/2023

  After further review of Mr. *******'s additional concerns we have agreed to order and ship the head rests to him and also refund his shipping as a good will gesture. The transport companies do not work for us, we list the transportation of sold units on ******* Dispatch and from that point the drivers bid on the trip and occasionally they cancel at last minute which can be very frustrating for all parties. There were 45 photos of this Honda online showing the interior and exterior condition and you can clearly see the cloth seats were stained. I think Mr. ******* has to keep in mind this Honda is 7 years old with 133,000 miles and was sold AS-IS. The front tires are not bald, which is evident from the pictures that he uploaded. If the tread depth was below 4/32 the front tires would've been replaced. We strongly recommend service contracts to help with issues that may arise but this protection was declined. I hope the fact that we are refunding the transportation cost and getting the head rests will show we are going above and beyond to assist. 

  Customer Answer

  Date: 08/15/2023

   I am rejecting this response because:
  They still need to contact me to reimburse the shipping, send me headrests, have the window fixed, reimburse the detailing, and replace the bald tires.

  The new person who spoke with me said they would contact me to take care of all these things. They skipped on calling me the day we had set up to go over a solution, and have not reached back out.

  
  

  

  Business Response

  Date: 08/31/2023

  We have refunded $450 transportation as a good will gesture to Mr. ******* in addition to providing the headrest's for the van. The headrests were delivered to Mr. ******* on August 15th and August 16th. This is a 7 year old van with 133,000 miles and it was sold AS-IS. Mr. ******* was offered a service contract but declined to purchase this and would be on his own for any repairs the van may need. As I mentioned in my previous response there were many pictures of this van online showing the interior seats stained. Mr. ******* states that he is seeking a partial refund for the delay in transporting his van (we gave full refund) and of course the missing headrests which were provided. So, I'm confused why he continues to keep asking for more.

  Customer Answer

  Date: 08/31/2023

   I am rejecting this response because:
  
  
  The stains may have been visible, but the food, dirt, and red powder were not visible. The pictures also did not make it clear that two tires were bald (***** Tire measured them at 1/32") and the walls of the other two were cracked with dry rot. Prestige says that the tires were not in that bad of condition, but those were the tires I received. My pictures of the tires and the red powder are included in the response, I didn't take pictures of the food that my children and then I pulled out of the seats and trunk.

  I want more back because it cost me $950 to replace the tires to even make the van drivable and $175 to detail the car so that my kids wouldn't find food to eat and my wife wouldn't be disgusted touching the grimy-feeling seats. Seeing stains and feeling the ground-in grime are two very different things. I want more back because while there were 20 calls/texts between me and the dealership, 18 of them were initiated by me trying to figure out what was going on with the vehicle I had paid for and not received, and then received in an unsafe driving condition.

  Not understanding why I would be asking for more seriously calls into question your ability to empathize or to reach a reasonable compromise that results in both a profit for you and a happy customer. 

• Initial Complaint

  Date:08/08/2023

  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.

  Paid cash, said what about my $84.60 in change, was told a check will be mailed to me. Never received a check. Called multiple times nobody ever answers the phone, emailed sales rep about 10 times, nothing but excuses, emailed owner, no response. See supporting documentation.

  

  Business Response

  Date: 08/09/2023

  Mr. ******** did purchase from us on July 6th.  Our office is reviewing this transaction now.  If we do owe $84.60, we will get this sent out today via FEDEX.  We apologize for not handling this simple transaction much quicker.  Thank you.

  Customer Answer

  Date: 08/10/2023

  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.

• Initial Complaint

  Date:08/02/2023

  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 have taken my vehicle which was under warranty for a transmission issue. They do not answer their phones often nor return calls. The service center did not provide documentation stating the issue with the car or the steps they took to "repair" it, and each time I left my check engine light would come on immediately as if all they had done was unhook the battery to reset the vehicle. After a third attempt to have the vehicle repaired they stared I need to use my warranty somewhere else yet failed to inform me that the warranty was expired. So now I am left unable to pass e-checks or obtain tags for my vehicle.

  

  Business Response

  Date: 08/09/2023

  Ms. ******** did purchase a vehicle from us 2 YEARS ago.  Earlier this year she came in because of an issue.  At that time we looked at the vehicle and told her she most likely had a transmission issue that we were not able to help her with.  Like most dealerships, we were scheduled out over 5 weeks and could not get her in.  We explained to her that because she had a service contract, she could take the vehicle to any Chrysler dealership to get it in sooner.  We would not be able to do anything here for Ms. ********.  Thank you.

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because:
  
  
  The information provided from them was incorrect. No chrysler dealership I reached out to would accept the service contract provided by Prestige and it was only after I was able to take it to a transmission shop was I told the service contract/warranty was expired and would cover no cost.