Complaints

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

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  Platinum Autoplex, LLC

  217 W Veterans Memorial Blvd Killeen, TX 76541-7121

• 

  Platinum Autoplex, LLC

  10255 Oconnor Rd Live Oak, TX 78233-5455

• 

  Platinum Autoplex, LLC

  1619 Southeast Military Dr. San Antonio, TX 78214

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:03/01/2024

  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.

  Leased a vehicle from platinum auto plex was told by the owner if I have any problems I can bring it in to be fixed. Well I have been trying for months and they will lot even look at the car and it hasnt been a full year of having the car. The engine needs fixing and I cant drive it

  Business Response

  Date: 03/01/2024

  3/21/23 - date vehicle was purchased As Is No dealer warranty & We owe signed by contract holder agreed nothing owed on vehicle at time of purchase. Now Platinum Autoplex at times will agree to look at vehicles but there is no guarantee that the vehicle will be fixed giving that the vehicle was sold as is with no dealer warranty. On January 29th customer called and wanted to speak to the service manager and at that time customer was told that she would have to find another shop to take vehicle to because again dealership has no guarantees on repairing vehicles because it was bought as is with no dealer warranty. On February 17th customer called back wanting to have vehicle repaired she was told that she would have to take her vehicle to her own shop. Customer than had husband call back and he stated that they did in fact find a shop that would repair the vehicle for them and would be getting it repaired. And at the point the customer apologized and stated they would have repairs done and would make payment on 3/1.  

  Customer Answer

  Date: 03/01/2024

  Complaint: 21370924
  
  I am rejecting this response because: I was told by the owner if I have any issues with the vehicle to bring it in for them to fix it. But when I do call to talk to him I can never get him because I was being told every time hes not in the office and they dont know when h*** be in. He agreed to fix the vehicle  

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

  Business Response

  Date: 03/01/2024

  Per contract which states As Is No Dealer Warranty so therefor we are not obligated to fix any repairs. 

  Customer Answer

  Date: 03/02/2024

  Complaint: 21370924
  
  I am rejecting this response because:
  
  Regards,
  
  ********************

• Initial Complaint

  Date:10/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 two vehicles from these ppl my ***** been jerking since I drove off the lot and they refuse to find out whats wrong with it and my Infiniti I just got 2 months ago I only drove for like 2 weeks and the car stopped on me and they been having the car over a month and now I go to pick the car up n now the car making loud noise.

  Business Response

  Date: 11/09/2023

  Platinum Autoplex sells all vehicles as is with no warranty. If we have a mechanic on staff we do try our best to resolve any mechanical issues that arise shortly after the sale. However, when ************************* purchased her ***** in June Platinum Autoplex did not have a mechanic on staff, so we were unable to provide a diagnostic or resolution to the mechanical issue. In regards to the Infiniti purchased in July, ************************* was provided with a collateral exchange. She gave Platinum Autoplex the Infiniti in exchange for a 2014 Lexus GS. This collateral exchange was performed on 31 October 2023.

  Customer Answer

  Date: 11/10/2023

  Complaint: 20787709
  
  I am rejecting this response because:

  The replaced the Infiniti but they havent done anything about the ***** the issue that Im having thats getting worse been the same issue Ive been having since I got the truck I sent it to them they kept it in the shop almost 2 months for me to pick it up n its still doing the same thing. The only thing they have said something to me about the review I put on ****** but thats it 
  

  Regards,
  

  
  *************************

• Initial Complaint

  Date:09/13/2023

  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.

  Good morning, I am a customer that has purchased two vehicles from Platinum Autoplex in the past 8 months and would like to speak with the owner of the company about repairs on both vehicles. I purchased vehicle in *************** that has been giving me problems , they told me to bring in my first vehicle three times and its still hasnt been fixed. My second vehicle which is the 2013 infiniti M37 I wasnt able to drive it after paying $3500 for a down payment, and keeping my monthly payments current. 15 days after purchase my car broke down within a month of having it. I brought it to get fixed which kept me out of work for a week the first week they had my car. The service manager told me that it will be fixed within that week that was a month ago. The loaner that they gave me a week after asking for my car back is breaking , it has gave me more problems the first 30 minutes of having it, I called them immediately they told me no worries, that if something else breaks on it to call back, shortly after that I had a blowout in the loaner vehicle which left me stranded on the highway, I called them the sent a tow truck to get the vehicle but left me without anything to drive home that night, the next day I had to miss work again and wait until that afternoon to pick it up again after they replaced the tire, that Saturday I was on my way to work and got pulled by a state trooper that said I would go to jail because this vehicle was stolen, I had to prove to her that this was a loaner vehicle I just got from platinum, she told them it was illegal for them to put me in a vehicle thats not registered in the ************** and she gave me a warning which left me scared and very shook up. The service manager assured me I would have my vehicle back within the next few days that was last month and has not been fixed since .Ive been picked up by a tow truck twice since Ive had this loaner vehicle and have complained numerous times about the vehicle not being intact .

  Business Response

  Date: 10/09/2023

  Good afternoon to whom this may concern, the concerns of **************************** has not gone unnoticed. The 2013 Infiniti M37 is located at ********** Auto Repair getting repaired, this repair is taking longer than we expected but we have provided the customer a loaner vehicle so she can still get around during the repairs. The first Loaner that we gave the customer, she called and advised that the vehicle had a blown-out tire. We called a tow truck to get the vehicle to Platinum so we can take care of that issue for her. Once the Tow Truck from ******* towing showed up to pick up the vehicle, the customer was driving around and the tow truck followed her from ******, ***** to ******, ***** where the customer proceeded to go to a nail appointment. She wanted the tow truck to wait for her appointment to be finished before he took the vehicle, and the driver advised her that he could not wait on her. Vehicle was brought to Platinum without the customer present and when the vehicle got here the tire was not blown out at all. This customer is currently still in the second loaner vehicle that we have provided for her. Customer called again stating that she had to put a new tire on that vehicle and would like her money back, we advised the customer that she will be getting her money back as long as she provided a receipt confirming that amount that she is to be refunded. We never received a receipt, so refund has not been made at this time. Now regarding the 2015 ***** Civic, her vehicle was not repossessed, we took possession of vehicle after we got impound letter from impound yard. The customer stated that she had plans to surrender the vehicle anyway which is the reason on why she never received the vehicle back.

  Customer Answer

  Date: 10/11/2023

  Complaint: 20596598
  
  I am rejecting this response because:
  The statement they provided was inaccurate, there was a blow out on 35, as far as my refund, I live in ****** so when I am able to get to ******* I will provide the receipt. Its been since the first week in August I have not had my vehicle returned that I paid for, the loaner vehicle is not what I paid for . I havent been able to enjoy my car since I purchased it. Ive been getting different responses from everyone that works there but nothing done.
  Regards,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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.

  March 06, 2023, I put a $3500.00 down payment on a 2012 ****** Highlander with 206,*** miles on it, $75.50 for government license(s) and or registration fees and $33.00 for title fee. My monthly payment is $394.62. Since the 3rd week of March, I have contacted the dealership on the license plates and registration sticker for the vehicle. I was just cussed out by an attorney for signing the title of this vehicle because apparently you are not supposed to sign the title when you buy a car? I They have had me come in a total of 2 different times, making it 3 times that I have signed the title according to them. The first 2 times was someones name, then she said it was a sister company and that I had to sign or I couldn't keep the car without registration. I have contacted dealer enforcement complaint ID **********, case investigator is *****************. The *** regional office in **** stated there has been no record of the *** in their system for the state department. Attorney said that I have a rescission of the contract case, I could be refunded up to triple my money (down payment and any payments made toward the vehicle, it's a DTTA something with the court process or whatnot. No attorney I have contacted wants to take it because it would cost me more to bring a consumer attorney here to try the case than I would get. The dealership told me "good luck getting your money back, I'll have ****** call you tomorrow. She hasn't called today so there was another lie. They have not tried to resolve the issue as I have called weekly since March and they say they can't tell me what's wrong with the paperwork but they are working on it. They have not told me anything, they don't call, and if I don't make my payment they can pick the car up as early as they close same day. I am being bullied into driving basically an illegal vehicle. The *** stated that going to the BBB would get me the results that I need as you are prompt and wouldn't require 10 business day response time, faster.

  Business Response

  Date: 08/03/2023

  As the manager of Platinum Autoplex I would like to begin by apologizing for the delay in registering ***************************** 2012 ****** Highlander. I was unaware of the delay until now, but I have spoken to ****** the person responsible for titling vehicles and she has assured me ************************* will have license plates today 3 Aug 2023. ****** is fairly new to titling vehicles and it can be a complicated process. There is a lot to remember and she has made errors. The 2012 ****** Highlander was purchased from our commonly owned dealership in ********* so there was additional paperwork required to transfer the vehicle into ***************************** name. ****** has assured me she has all the paperwork needed. As for signing the back of the title I can assure you that in certain cases this is a requirement. You can verify this information with the **** Regional DMV office. Even if it is not required I can assure you it is not illegal to sign the back of a title at a dealership when purchasing a vehicle and again this can be verified with the ****

   

• Initial Complaint

  Date:05/04/2023

  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 2012 ***** civic hybrid back in October of 2022 for a down payment of **** from a dealership called platinum Autoplex and it came with a 3 month extended warranty a month after purchasing my car I kept taking it into the master mechanic named *** complaining about my car shaking, or doing a jerk motion which now I found out was my transmission going bad he assured me every time that my car was fine, but when I took my car to other places even for an oil change they would tell me something totally different. According to the warranty and the sales man named *******/****, *** was said to be able to fix any problems with my car due to my warranty *** kept telling me nothing was wrong with my car now without warranty my cars transmission went out due to a major leak and when I called and reported the findings to platinum Autoplex they placed me on the phone with master mechanic *** who was fixing my car this entire time the same mechanic who told me nothing is wrong with the car. When *** answered the phone and I told him what was wrong with the car he then stated to me you can bring your car in on Wednesday and I can look at your car, but I cant really do anything for you because I am not qualified to work on a ***** civic hybrid every single time I took my car in to get looked at or worked on I was NEVER told this I kept taking my car into them just for him to act like he was working on it when it seems like he never was because hes not qualified yet platinum Autoplex waited until my warranty was no longer in use to tell me he wasnt qualified for my type of car and now my car cannot be driven nor fixed due to their negligence and dishonesty about them fixing my car when they werent,yet Im still expected to keep full coverage insurance and to pay almost ************************************************************************************** a lemon. This company has a lot of similar complaints of situations like mine.

  Business Response

  Date: 05/24/2023

  *********************** purchased a 2012 ***** Civic on October 29, 2021, not in 2022. She has owned this vehicle for about 19 months. The warranty given at the time of purchase did cover the motor and transmission for 3 months or ***** which ever came first. However, this warranty period expired on 29 January 2022 and has been expired for almost 16 months. If the transmission has gone out, then replacement would be the customer's responsibility at this point.

  During the initial warranty period our shop diagnosed the vehicle based on what the customer stated was going on with the vehicle, but found nothing to be wrong with the transmission. If the customer was told about a transmission issue from another shop during the warranty period she should have brought it to our shops attention. After the expiration of the 3 month warranty on January 29, 2022 our shop did try to assist the customer with diagnosing and repairing any problems she had with the vehicle, however the customer failed to show up for several service appointments. I have attached the signed buyers guide which shows the warranty information and the date the customer signed for the warranty.

  Customer Answer

  Date: 05/28/2023

  Complaint: 20018172
  
  I am rejecting this response because: I had taken this car in to the mechanic before within the 3 months and was told the transmission had a small leak, that he was said to have patched I asked him was it gonna be a bigger issue later on and he assured me it wasnt anything a patch could not fix which obviously was not true. Secondly, your on site mechanic not once but TWICE also via recording told me he wasnt qualified to work on a hybrid which is what the car that you all sold was. Why would I continue to bring my car in week after week like I was doing complaining of issues he could not or was not fixing? And as for the appointments I did show up for, I would have to beg him to look under the hood of my car or to drive it to so that he could see the issue with it and time after time hed shrug it off as no big deal when it was a clearly a huge deal because so had he done his job and actually taken my complaints seriously he wouldve saw that the transmission as well as the fuel pump had issues earlier on.  Lastly, regardless of how long Ive had the car you all did not honor the dealer warranty nor did you all stand by what the contract stated again if your mechanic knew of the issues with the car within that 3 months and he knew he was not qualified to operate on my 2012 ***** civic hybrid that information shouldve been disclosed to me earlier on before I wasted thousands of dollars on a lemon thinking you all were honoring my contract when if fact you all werent. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/03/2023

  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.

  On February 24 I went to platinum auto to look for a car when searching for a car the person named ****** a big black guy he offered me to get into a 2012 ***** civic coupe I asked questions about the car. I asked if there was any problems I asked if I could look at the car and test drive the man told me to look on ****** for the car. When asked to test drive the car he told me the car was already in the shop as if they knew I was going to buy the car then and there when ****** drove the car on lot and just handed me the keys and walked off didnt say a word come to find out the car has over 45 problems. I HAVE A TOODLER WITH HEART PROBLEMS THE GUY DIDNT TELL ME THE *** HAD NO AIR NO HEAT they did not bother to fix the tires or engine they wiped the engine with OIL the tire ended up busted out 3 days later while me and my daughter was on the high way and come to find out ****** USED MY INFORMATION FOR A *** INSURANCE THAT WASNT ABLE TO EVEN TAKE ***E OF THE **** OR FOR ME OR MY DAUGHTER TO GET TOWED BACK OR GET ROADSIDE ASSISTANCE ME AND MY DAUGHTER HAD TO GET A RIDE FROM A STRANGER. my insurance didnt cover NOTHING whatever insurance they gave me! They are selling these used cars buying cars from auctions and selling these dangerous a** cars to people they just sold a car to a lady with FAKE TAGS and she almost went to jail not only that they are making me pay almost $400 for this ****** up ***** civic when the car value is $9,000 the finance on this car is $14,000 they are ripping people off and needs to be reported and looked into and need to give me my money back or Ill be going to civil court about this. Im not the first person either

  Business Response

  Date: 04/14/2023

  ********************* purchased her vehicle on 02/22/2023. ******, her salesman, is actually an employee of *************** LLC and brokered the deal through our partnership with ***************. ******, however does not represent Platinum Autoplex and the way business is conducted at Platinum Autoplex. Had *************** requested a test drive from an employee of Platinum Autoplex we would have been more than happy to assist her with this. *************** also purchsed the vehicle in As-Is Condition and there is no warranty. She also has not contacted Platinum Autoplex regarding any mechanical issues with the vehicle. Her complain was made with the BBB only after the vehicle was repossessed for failure to maintain contractual obligations causing her to be in default. *************** has since retrieved her vehicle from Platinum Autoplex and again still did not mention any mechanical issues with the vehicle.

  In regards to her complaint on behalf of another Platinum Autoplex customer for fake buyer tag. I can assure you Platinum Autoplex does not issue fake buyer tags. We have the authorization of the *** to issue real buyer tags and have no need to issue fictitious tags. I am not sure of the situation regarding the other customer, but **** again is not an emplyee fo Platinum Autoplex. **** is the owner of *************** and if this customer purchased a vehicle through **** then the issue may have been with *************** and definitely not Platinum AutopleX.

• Initial Complaint

  Date:01/16/2023

  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 put a down payment of **** down on 10/21/22 for a 2010 ***** pilot paid the rest of my differed payment a week later a week later my serpentine belt fell off my vehicle and tensioner broke on the vehicle which platinum fixed at cost of ************************************************************************************** the repair completed a week after this my car would not start due to the vehicles battery they had in the car at time of purchase was not the right battery so I purchased a new battery then 2 weeks later my battery light suddenly came on and then the vehicle completely shut down on 183 the vehicle is in a impound lot and I am unable to speak with someone to have this resolved

  Business Response

  Date: 01/16/2023

  Platinum Autoplex is picking the vehicle up from the impound lot today 16 January. The customer will have the opportunity to pay ********************** for the impound fee to retrieve the vehicle.

• Initial Complaint

  Date:09/23/2022

  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.

  Dear Manager, I am trying to obtain a copy my release of lien and copy of title of vehicle purchase in September 2020. The vehicle is still park in driveway with same tags from Sep 2020. I went dealership and ****************************. Dealership has no record of purchase. Then dealership was ************** ******* *****, ph # **************. Representative whom sold car was ************************* and ************************, on 1 Sep 2020. Both from ************** ************* no longer exist, but, was sold to Platinum Autoplex. I have contacted GetMyCarTitle.com, and they need Bill of Sale.

  Business Response

  Date: 09/23/2022

  Luxury Motorsports sold the vehicle to the customer and it was Luxury Motorsports who was responsible for registering and titling the vehicle in the customer's name. When Luxury Motorsports closed in December of 2020 Platinum Autoplex did not purchase Luxury Motorsports. Platinum Autoplex was assigned all open contracts. to assist Luxury Motorsports customers Platinum Autoplex did their best to title and register all the vehicles even though it was not their responsibility to do so. However, Luxury Motorsports did not turn over all titles and customer paperwork, so ********************** was unable to assist all of the customers. 

  The manager reached out to the customer in question to offer her assistance to resolve this complaint. She has offered to locate the bill of sale and lien release in order to help the customer apply for a bonded title. She has also offered the assistance of the title clerk at Platinum Autoplex to assist with applying for the bonded title.

  Customer Answer

  Date: 09/23/2022

  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,  Additional Information added.    Car is 2011 KIA ************************************************ purchased on 1 Sep 2020 from ************** now Platinum Autoplex *******, *****.

   

  Thank You very much
  
  ******************************