Complaints

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

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  The Auto Cave

  1477 E Irving Blvd Irving, TX 75060-4308

• 

  The Auto Cave

  4201 W Camp Wisdom Rd Dallas, TX 75237-2420

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:07/14/2025

  Type:Order 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 am not liable for this debt with AUTO CAVE, I do not have a contract with AUTO CAVE, they did not provide me with the original contract as requested.

  Business Response

  Date: 07/17/2025

  **** yes you did.  You bought the 2015 ****** Altima on 9/13/2022 it was repossessed on 2/10/2023. You also committed credit card fraud disputing many payments saying "canceled subscription".  This is an auto loan not a subscription.  Lets not play dumb you know what you did you know you had this car.  If you would like to take this further we can always do that an i can see you in court.  Have the day you deserve. 

• Initial Complaint

  Date:06/02/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Auto Cave located at ****************************************** for selling me a defective vehicle and subsequently engaging in what I believe are unfair and retaliatory practices regarding service charges and payment allocations.I purchased a vehicle from this dealership on June of 2023Within the first week, I had to return the vehicle due to transmission and gear shift issues. Since then, the car has been in the shop five times, including a complete engine failure, which required major service. These repeated and serious issues clearly indicate that the vehicle was not in proper working condition at the time of sale.Despite staying current on my car payments, I have been required to pay additional service fees related to these mechanical failures. I have consistently asked that any payments I make be applied in the following order:**** full monthly car payment **** insurance 3.Service fees However, the dealership has not honored this request, and instead has threatened to repossess my vehicle over a disputed $25 service fee balance, even after I offered to pay $100 of the $125 fee in good faith.I believe this is a clear case of:Selling a defective or improperly inspected vehicle Unfair billing practices (not applying payments as requested)Predatory repossession threats in retaliation for a good-faith dispute I am requesting the following:That all service fees related to mechanical failures within the first few months be waived or refunded That the dealership cease all repossession actions and honor my payment application requests That the BBB investigate this business for deceptive and unfair practices I have attached documentation to support my claims, including my purchase agreement, repair history, and communications with the dealership.Thank you for your help in resolving this matter.Sincerely,***** *******

  Business Response

  Date: 06/05/2025

  We have looked into the complaint.  All the items the customer had repaired were covered under the warranty and the customer had to pay the deductible. I also see the last repair was done in Feb 2025 and the car had over 200k miles on it.  These items will fail at some point its a literal machine.  Regular maintenance is must on every car you purchase.  With that being said he purchased the car with 143k miles and it now has over 200k miles.  He has put 56,196 miles since he purchased the car on 8/3/2023. Now, what we can offer is to trade him out with a low down payment into a more reliable car with less miles on it.  

• Initial Complaint

  Date:11/15/2024

  Type:Order 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.

  Screwed up my paperwork from the beginning. I am a monthly paid employee, set me up for bi-weekly payments although they said it would be monthly. They add ************* without asking the customer if they would like to purchase their own insurance. They make you sign a paper without fully explaining that you are not covered under their insurance, only the car so you drive off without having insurance covering you the driver. You will not be able to get tags, you will get a ticket for no insurance, your car will be towed, they will hold your car until you get insurance, you will be penalized for not having insurance by the STATE, you will pay higher rates for not being insured. So, I found my own insurance, and as soon as I do so, they tell me my monthly payment, which was already set on the original contract will be $50 more. Do not purchase a vehicle from this company they will absolutely rip you off and then treat you as if you did something wrong!!!!!!!

  Business Response

  Date: 11/18/2024

  Mr. ****** your contract dated 11/17/2023 clearly states you are to have full coverage insurance OR our CPI (Collateral protection insurance) which covers the car, you are to get liability on your own.  Now, you are complaining about what the state will do if you dont have simple liability insurance on the car which has ZERO to do with us.  Take your complaint to the state NOT **** ***** Financial.  You have had this contract for over a year so lets both be honest you know what to do which is be an adult.  Now, lets move on to the contract which you signed.  Your payments were outlined, and you agreed to them.  We have allowed you to make monthly payments even through your contract states otherwise.  Now here is some simple math your biweekly payments are $293.24 and how many payments are in a year if youre biweekly thats right you guess it 26.  You take the $293.24 multiply that by 26 and you get $7,624.24 now you divide that by 12 and you get your monthly payment of $635.35.  Now you said you are paying $50 more.  You work for DISD and I am having to explain math to an educator.  You were paying CPI with your biweekly payment which comes to 293.24+65 = $776.18 if you follow the simple math from above.  Now, you got full coverage insurance you would take the $140.83 from your monthly payment and that would leave you with wait for it$635.35 which is $140.83 less not $50 more.  I do hope this helps you.

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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 experience has been marked by unprofessionalism and unethical practices. Currently, I am paying over 40% interest on a 2018 vehicle, which feels exploitative. 23.9% on APR and *****% on Loan rate. Not to mention the rates, isnt adding up on how they received my total finance charge. The numbers are matching the percentages. However, Ill take more ownership of that given my limited options at the time of purchase. But more concerning, I've encountered multiple discrepancies in my account ledger, which I brought to the attention of ***** *******, as well as many other staff members and requested that a financial advisor within the company explain these charges, or provide an itemize document of the breakdown of these charges. While she initially assured me she would investigate, I had to follow up for updates. Ultimately, her response was vague and dismissive, which is unacceptable. Stating that it is what it is and that all she knows is that daily interest is added on. Which Im confused about because they add the total interest up front, and even if that was the case. The discrepancies are still not being explained. No one seems to have an explanation for. Additionally, there have been unauthorized attempts to charge my card without my consent and when brought to their attention, they are immediately remorseful but then attempt to do it again, the following month. The lack of clarity in billing and the eagerness to collect payments is concerning.Attached below are all the ledgers and authorization schedules they have emailed me and none of them match.

  Business Response

  Date: 10/28/2024

  All of what this customer has stated is not based on facts. So here are the facts.  ******** has only paid 11 payments on time since her contract date of 2/21/23.  Her rate is *****% which can be found on the 1st page of the contract.  The customer is making things up as she is going along and adding all the rates together. She also has stated that she reached out to an attorney, and they told her we are charging her that high rate as well.  Seems like both need to be educated in finance.  She stated we need to investigate.  Upon our finding she needs to understand if she pays late much of the payment goes to interest first and principle last.  That is literally how it works.  If you pay late, you pay more in interest.  She stated we charge interest up front this again is NOT true. On the first page of the retail installment contract for this auto loan she will see that she bought the car for ********* with a rate at *****$% the FINANCE charge which would be the rate put into a dollar amount is ********* you add those up and by the end of the loan it will total ********* + her down payment of 1450 which is a grand total of 33,978.11.  Now, that number is all she will have to pay in total UNLESS she is past due which there is a fee for that or any other fees such as a repo fee, tow fee, impound fee these are things that can change the amount she pays for the car.   You pay that finance charge throughout the loan not up front like she claims.  Now to address the claim where we charge her card and its not authorized.  We have the customer sign a form authorizing the payments.  Now, please close this complaint out as its not the companies fault, she doesnt understand a retail installment contract or how financing works.

  Customer Answer

  Date: 10/30/2024

  I am rejecting this response because:   
  

  This has been the most detailed response Ive received from this company yet. While, my last response was it essentially is what it is. This response in totality however is incorrect and thats why I disagree. I want to first start off my clarifying, my issue has never been about late payments or me stating my payments have been made on time every time- because never once have I stated that and thats clearly an argument they keep trying to push. While, regardless of the time, I have consistently made my payments on my car. However, my primary concern is the unclear breakdown of my account activity.

  
  #1. Discrepancies in ******: My issue is not with late payments but rather with how my payments are being applied. Specifically, I require an itemized statement that outlines how each payment contributes to the principal, interest, and any late fees. I have observed that despite making regular payments, my loan balance appeared to be increasing at times, which raises significant concerns.

  
  #2. Interest Rates: My contract states a rate of *****%. However, I am also being charged a *****% loan rate charge. This discrepancy in interest rates has not been satisfactorily explained, and I would appreciate clarification on how the charges are calculated. This is because if were going solely off the response of the company stating my rate is *****% and that is being converted into dollar form. *****% of a ********* charge should come out roughly to a $4,966. How did the total of $11.770.94 come about? What would be the break down of that and how they got to that total. 
  
  #3. Initial Balance and Payment Application: My loan balance was initially set at $22,207.17 (in my ledger), despite my down payment of $1,450, which should have been applied directly to the total. My understanding is that the starting balance SHOULD have been $*********, + the finance charge, as reflected in my contract, but it wasnt, it appears they added the ** on top of my principal balance to come out to a total of $22,207.17- which is unethical.

  However, after making my first payment on March 15 (which was ON TIME), my balance inexplicably increased to $21,054.17. This further adds to my concern regarding how my payments are being processed, because for this payment specifically they cant use the excuse of late interest being applied. 
  

  I have made multiple requests for clarification and resolution on these issues but have yet to receive a satisfactory response. I believe it is in the best interest of both parties to rectify these discrepancies promptly. Again, attached below are all the numbers Ive stated. 
  Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 10/30/2024

  We will no longer be responding.  She has hired an attorney per the notes.  Please close this out. 

  Customer Answer

  Date: 10/30/2024

  I am rejecting this response because:   The issue has not be rectified. Please notate this as unethical practices . Thank you! 

  Customer Answer

  Date: 10/31/2024

  More attempts of them trying to process a card that I did not authorize for automatic payments or to save on file. Ive explained this to them on multiple occasions that I didnt authorize that card to be saved and theyll state that they will remove it and try it again, the following month- which is illegal. 

• Initial Complaint

  Date:10/19/2024

  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.

  I have been forced to commit to pay over $1,000 in repairs, not including a $165+ towing fee, and have been without my car for over a month. Their customer service is unprofessional, and I believe action should be taken to prevent others from going through this ordeal.On 07/31/24, I purchased a vehicle from The Auto Cave, relying on their promise of a 36,000-mile/3-year warranty. However, within two months and only 400 miles, the car developed serious problems, including:1.Battery and alternator failure (repaired)2.Lights malfunctioning 3.Smoking and gas odor from the fuel injection system When the fuel injection area started smoking, the contract clearly stated I should not drive the car under signs of fire or smoke, so I requested a tow. Despite this, the dealership gave me a hard time and charged me $165+ for towing, which should have been covered under the warranty.Over the course of this ordeal, I have now paid over $1,000 in repair fees, despite the warranty, and have been without my car for over a month. All I asked for was a diagnosis of the problem, yet a month later, I still have no resolution. This extended delay has caused severe disruption in my life, and The Auto Cave has shown little regard for my situation.Their complete lack of communication, failure to honor the warranty, and disregard for basic customer service are unacceptable. I have lost everything due to the inability to use my vehicle, and this business has failed to provide any level of care required in such situations. Im requesting immediate action against this company. They need to reevaluate their business practices, particularly in terms of customer service and warranty fulfillment. I seek reimbursement for the towing and repair costs, as well as a timely and permanent resolution to the ongoing issues with my vehicle. This kind of treatment is completely unacceptable, and I urge the BBB to hold The Auto Cave accountable before more customers suffer the same experience.

  Business Response

  Date: 11/07/2024

  There was no force applied for payment nor any fee totaling $1,000. Upon picking up his vehicle from the repair shop, the customer signed a retail installment contract with the amount due of $598.76. Furthermore, the customer was not charged for a tow fee, as it was charged to our service charge account. However, there was a mistake with administering the warranty, causing an additional $156.29 to be added to the financed repair cost, which has not been paid yet. This issue has been corrected and the additional $156.29 has been removed from the retail installment contract. 

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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.

  Due to Im under the weather sick will be out of work for 10 since COVID returning to ****** car maintenance needs to be done its a 07 car 16 old car

  Business Response

  Date: 08/25/2023

  ****************,
  
  The Auto Cave isnt as you put it getting over on people.  You signed a contract and you stated to us that you wanted us to follow your contract to the letter or you will get a lawyer.  Maam that is what we are doing per your request.  We do apologize that perhaps you didnt understand what you were asking for.  Now, you are calling and need help because you are out of work do to contracting a virus.  If you would please refer to the contract that demanded us follow to the letter you would see it says nothing in there about extensions or defers or that we must work with you on making your payments.  They are to be made on time. I do see where you spoke to a rep today and she worked with you and is giving you time.  You also said something about we are supposed to maintain your car.  **** again welcome to car ownership that is on you not us.  If you would like your car serviced, then schedule the service or take it somewhere to get it serviced.  Since, you want to call the new and a lawyer please make sure you have all the facts.  You have been late 23 times on this loan, and you are still driving the car even though you wanted us to follow the contract to the letter.  You also pointed out that you bought a 2007 and its 16 years old.  Again, I hate to point out that YOU chose to buy the car that would be a YOU choice not us.  You say we are the worst dealership, yet we have worked with you I will refer to the 23 times past due.  After researching your deal and your deal docs from when you purchased the car according to your credit you have been repossessed 2 times in the past and we still financed your car.  If you need anything else please reach our to the repo you spoke with today and we will help you out. 

  Customer Answer

  Date: 08/25/2023

  I havent been late no 23! Time thats not true aint never been late ask ******** thats who I work with 

• Initial Complaint

  Date:05/12/2023

  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 car in January 2023 by February 25, 2023. My engine blew out while I was driving down the street I was given the runaround for four days before taking the car to the service center. No communication at all I asked, I thought all of your ***** and *** engines were brand new. They stated yes I did a little more research and found out the engine in my car was not new and when they were servicing the car, they forgot to connect the hose that sends coolant to my engine coursing it to over heat

  Business Response

  Date: 05/12/2023

  THis customer doesn't pull up in our system.  I think they have the wrong company 

• Initial Complaint

  Date:03/21/2023

  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.

  On March 1st I leased a infiniti 2011 on March 2nd vehicle had to be towed back to dealership due to vehicle shutting off and running hot from 3/2-3/7 vehicle was at dealership getting diagnosed on 3/7 dealership contacted me and told me I would need to come and pick out another vehicle because they had no ideal what was wrong with the car on March 7 I went to the Arlington locations and picked a 2013 Infiniti g37 car worked fine until 3/17 check engine light came on car was having a hard time catching took vehicle to auto zone car read miscommunication with transmission I contacted AutoCave to let them know I would be returning car I took car to the camp wisdom location to surrender back to them because this was the SECOND CAR in under 15 days pathetic I must say but at this point I just wanted my hard earned money back **** that was put down on the vehicle because again this was the SECOND CAR I was told I couldn't get my money back but could surrender the car what why when clearly I was unable to enjoy either vehicle they demand I pay the payments on time WHY when I haven't been able to enjoy either vehicles no I want my hard earned money back car lot isn't recommended stay away please stay away from them

  Business Response

  Date: 04/04/2023

  ************************,
  
  I understand you are having issues with your car, we cant do anything about that if you refuse to bring it in for service.  Now, you havent made your first payment and are hiding the car.  You are out for repo.  You need to either pay for the car or give the car up.  Those are your two options at this point. If we have to file legal to get our car back we will. 

• Initial Complaint

  Date:03/15/2023

  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.

  Purchase ***** Malibu, 2014, February 23, 2023 I drove the car for a Maxima of a day and a half. I returned the car to auto case service center on Monday, February 27, ****. for them to because the car kept cutting off on me and he kept jerking so they said it was a transmission problem at first then it went to the computer needs to be changed out now it's an electrical problem I have not had the car ********************************************************************************************************************************************** total. I have paid $1983.52 and that's including the first car note which was due on March 10, 2023 and I have not got any clear answers from anyone at ********************* financial auto Cave, ******, ***** **** ************** everyone is giving me the runaround I work hard for my money. I am a single mother of three was just looking for a better car.

• Initial Complaint

  Date:12/07/2022

  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.

  the car i been fixing on it since i got in 4/8/22 been in there shop 2 twice they rude dont try to work out anything with you just want money for these 15 year old car my car 15 year old i been replaceing part due to they will keep your car so long and i will ost my job i help please ********* ******* have pictures

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 7, 2022/12/27) */
  Ms. ******,
  
  The 15 year old car is the one you picked. You also declined all repairs to the car and picked it up. This is a non issue.