Complaints

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

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  Aces Autos

  9358 Bandera Rd San Antonio, TX 78250-2561

• 

  Aces Autos

  5828 I-10 Balcones Heights, TX 78201

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:07/10/2025

  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 worked full-time for Aces Autos from June 28, 2025 to July 10, 2025. I was hired under a commission-based pay structure, but I was promised a guaranteed base pay of $300 per pay period to my information was every Tuesday. if no sales were made. I reported to work, followed company procedures, and completed all assigned tasks during this time.Despite this, I have not received any pay for the time I worked. On or around July 10, I was suddenly removed from the company chat system and had my access credentials revoked with no prior notice, no written communication, and no formal termination. I was left completely in the dark and had no idea if I was still employed.

  Business Response

  Date: 07/12/2025

  We take all matters seriously and are committed to operating with transparency, professionalism, and fairness.
  
  
  In this case, due to a no-call, no-show from the individual, we reached out and were told there were mechanical issues with her vehicle. After offering help and asking for updates, she went completely unresponsive.
  
  
  Instead of maintaining communication or resolving the matter professionally, she later began spreading false and misleading claims that do not reflect what actually occurred. Her actions and statements have misrepresented the situation entirely.
  
  
  We have full documentation of all communication and attempted support. As such, we are issuing a formal cease and desist against the continued spread of false or defamatory information. If this behavior continues, we will take legal action as necessary.
  
  
  We remain focused on operating with integrity and appreciate the opportunity to clarify the facts through this platform.

• Initial Complaint

  Date:07/10/2025

  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.

  They owe me money for 2 vehicles I sold for them

  Business Response

  Date: 07/12/2025

  We take all customer concerns seriously and have made every effort to operate with integrity and professionalism. However, in this specific case, the individual filing the complaint has exhibited behavior that has crossed the line into harassment, including threatening and accusatory language directed at our staff and business.
  
  
  Due to the nature and severity of these actions, we were forced to involve law enforcement for the safety and protection of our team. We have documented all communications and interactions and have filed an official report with the appropriate authorities.
  
  
  At this point, we are issuing a formal cease and desist regarding any further defamatory statements, threats, or attempts to slander our business. This includes, but is not limited to, the use of public complaint forums to spread false or inflammatory claims.
  
  
  We will no longer engage in direct communication with this individual. All further matters will be handled through legal channels if necessary.
  
  
  We remain committed to serving our community with professionalism, and we thank the BBB for providing a platform for transparent communication and accountability.

  Customer Answer

  Date: 07/12/2025

  Complaint: 23583029
  
  I am rejecting this response because:
  These claims are false i understand it's hard for someone to admit to their wrong doings. The threats came from ******* and of course a person of his nature would lie its natural for them. I have indeed filed a case against ******* and Aces Autos, the only person that called the authorities was from my end. 
  Regards,
  
  ***** ********

  Business Response

  Date: 07/12/2025

  We take all customer concerns seriously and have made every effort to operate with integrity and professionalism. However, in this specific case, the individual filing the complaint has exhibited behavior that has crossed the line into harassment, including threatening and accusatory language directed at our staff and business.
  
  
  Due to the nature and severity of these actions, we were forced to involve law enforcement for the safety and protection of our team. We have documented all communications and interactions and have filed an official report with the appropriate authorities.
  
  
  At this point, we are issuing a formal cease and desist regarding any further defamatory statements, threats, or attempts to slander our business. This includes, but is not limited to, the use of public complaint forums to spread false or inflammatory claims.
  
  
  We will no longer engage in direct communication with this individual. All further matters will be handled through legal channels if necessary.
  
  
  We remain committed to serving our community with professionalism, and we thank the BBB for providing a platform for transparent communication and accountability.

• Initial Complaint

  Date:05/05/2025

  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.

  **** ALERT! ******** on I-10 STEALS Down Payments!"Ace Auto on I-10 is a predatory dealership that operates like a scam. I put down $$$525.00 on a 2019 Chrysler 300 on Friday, May 2, 2025, and when the deal fell through due to my co-signer's unavoidable withdrawal, they REFUSED to return my money! They are THIEVES, plain and simple. They held my money hostage for a deal that couldn't happen and showed zero integrity. DO NOT trust these criminals with your hard-earned money. I am pursuing legal action to get my stolen funds back. Stay far away from ******** on I-10!"

• Initial Complaint

  Date:01/03/2025

  Type:Order 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.

  I bought a car. Signed the contract May 1, 2024 and still haven't received license plates from them. I have called multiple (multiple) times asking and requesting an updated temp tag from them and nothing. I get the run around asking me for addresses and phone numbers and call backs with info and nothing. My temp tag that I have now expired on 08/31/24 and now my car has just been sitting because I can't drive it. I have called my county's tax office to see if I could work around the dealership and get it done another way but that didn't work out either. Could you please help because I'm at my limit of what I can handle.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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.

  I recently financed a car with aces auto. The car I purchased had a lot of issues that were not disclosed and did not even have headlights when I left the dealership. The car has been in the shop since 11/29 but I have not heard from the dealership on what is going on with my car since 12/06. I have been lied to and given the run around by *** the finance manager and told to lied by *** to different establishments. I would like help to see what I can do to get my down payment back and be done with this situation. I do have phone recordings of all conversations that I can send.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  I was scammed out of 3000 down payment, vehicle was picked for "failure to notify if insurance change" they repoed my car, and were trying to see me pay ************************************************************************************ to retrieve my belongings. I tried making the payment and I was told "You no longer have a car anymore" and they STILL wouldn't tell me where the vehicle was to retrieve my belongings. I had in house financing and still till this day haven't been able to retrieve anything.

• Initial Complaint

  Date:11/20/2024

  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.

  went to buy a car Oct. 1st, 2024, put a down payment just for them to say they dont have the car in the lot & that its in *******. After signing paperwork and giving down payment, decided not to go with the car and ask for a refund of my down payment and have yet to receive my down payment almost 2 months later. **** gave me my car insurance refund with 13 business days

• Initial Complaint

  Date:07/16/2024

  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.

  I purchased a vehicle from Aces Auto. I was told after having a blow out less than 72hrs of purchase that my vehicle was to be taken back to the dealership for full inspection. After doing a follow up on the status of the inspection I was told by the manager, ***, that he was no longer giving the vehicle back nor the refund, for me to take him to court. I spoke with the financing bank *********** who states they never received any signed paperwork from the company & to them it seemed like a fraudulent contract. I have kindly asked for my refund due to these circumstances & have been laughed at by *** himself. I dont appreciate the inconvenience or the scam that ******* family have endured by Aces Auto sales.

  Business Response

  Date: 08/08/2024

  Dear **************,
  
  We appreciate the opportunity to address the concerns raised by ******************** and provide additional context regarding this situation.
  
  Following the purchase of a vehicle from Aces Autos, the customer experienced a tire blowout within 72 hours and returned the vehicle to us for inspection. During this process, we discovered that the insurance policy documentation provided by the customer was fraudulent, as confirmed by the lender.
  
  As part of our standard process, the customer was notified in writing, and signed an acknowledgment, that all documentation and funding requirements needed to be completed within 48 hours. Despite our efforts to contact the customer and ensure these requirements were met, they failed to do so within the designated timeframe.
  
  As a result, the financing institution was unable to proceed with the funding process, and in accordance with the terms of our agreement, this led to the forfeiture of all deposits.
  
  While we understand the customers disappointment, our actions were fully compliant with the contractual terms that were clearly outlined at the time of purchase. Since the customer did not meet the necessary conditions for financing, we are unable to issue a refund.
  
  We are committed to maintaining transparency and fairness in all our transactions. Should you need any further details or documentation, we are more than willing to provide them.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  Orlando Huc  
  Principal  
  Aces Autos  
  
  

  Customer Answer

  Date: 08/09/2024

  Complaint: 21996219
  
  I am rejecting this response because:
  I was offered a refund by the manager (***). If that refund was not applicable due to contract then it would not have been offered. The insurance on the vehicle was the insurance company *** (manager for Aces Auto) referred us to. 

  I was able to drive off in a vehicle which means Im entitled to the vehicle or my money back. Any fraudulent activity was not on my end but the companies. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/26/2024

  Dear **************,
  
  Thank you for providing ************************ response. We appreciate the opportunity to clarify our position on this matter further.
  
  While we understand ************************ frustrations, we must reiterate that our actions have been fully in accordance with the contractual terms to which she agreed. The documentation provided by ******************** did not meet the required standards as outlined in our agreement, which resulted in the forfeiture of her deposit and down payment. Our final decision to withhold the refund aligns with the terms and conditions of the contract.
  
  Regarding the insurance, our manager suggested an insurance provider solely to assist ******************** through the process, as part of our commitment to helping our customers navigate their vehicle purchase smoothly. However, it remains the customer's responsibility to ensure all documentation, including insurance policies, is accurate and valid. Any transactions or agreements with the insurance provider were ultimately between ******************** and the insurance company.
  
  We hope this clarifies our position, which remains unchanged, as it is fully supported by the terms of the signed agreement. While we do not wish to prolong this matter further, we are willing, as a gesture of goodwill, to offer ******************** a credit toward the purchase of another vehicle at our dealership, should she secure her own financing. This offer stands as a courtesy and does not imply any liability or wrongdoing on our part.
  
  Thank you for your understanding. If there are any further concerns, we are here to provide clarification, but our decision on this matter is final.
  
  Sincerely,
  
  Orlando Huc  
  Principal  
  Aces Autos  

  Customer Answer

  Date: 09/03/2024

  Complaint: 21996219
  
  I am rejecting this response because:

  according to your store manager I was pending a customer review from the bank which means *** indicated I was approved, as shown in the provided attachment. He offered me a refund & I did my part & gave the car back. Now the company needs to be compliant of that offer & return my money. Unless youre admitting I drove off in a vehicle I was never approved for which would be theft. Please confirm which part is true that your business offers fraudulent services or I was given a free vehicle for 3 days?

  neither complies with the law. 
  id like my refund in full. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/17/2024

  Dear **************,
  
  Thank you for forwarding ************************ latest response. We have reviewed her comments thoroughly, and we must once again reaffirm our position on this matter.
  
  The documentation and facts remain unchanged. ******************** did not fulfill the necessary requirements for financing as stipulated in the signed agreement. The approval from the financial institution was contingent upon meeting all funding and documentation criteria, which were not met. Consequently, the forfeiture of her deposit and down payment was fully in line with the terms of our contract, which she agreed to upon purchasing the vehicle.
  
  The offer of a refund mentioned by our manager was made before the discovery of the fraudulent documentation related to the insurance. This finding, confirmed by the lender, invalidated any refund offer. We have acted in full compliance with the law and our internal policies, and any suggestion otherwise is both inaccurate and unfounded.
  
  While we respect ************************ right to voice her concerns, it is clear that her attempts to dispute the outcome have no merit based on the contractual obligations she failed to meet. We have provided all necessary information supporting our position and believe that this matter should now be concluded. We strongly urge the BBB to recognize the frivolous nature of this complaint and make a final determination based on the facts we have provided.
  
  We are attaching the relevant documentation that clearly demonstrate our adherence to the terms of the agreement. We consider this to be our final statement on the issue and will not engage in further back-and-forth discussions.
  
  Thank you for your time and consideration.
  
  Sincerely,
  *********************
  Principal
  Aces Autos

  Customer Answer

  Date: 09/18/2024

  Complaint: 21996219
  
  I am rejecting this response because:

  When *** offered the refund & I agreed that offer was a verbal contracted deal to return the car for my money back. When my money was not returned that verbal communication was abused. That was the only offer I agreed to & will agree to. In what way is it acceptable/legal to offer a refund to a customer then call them laughing stating their money will not be given? 

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

• Initial Complaint

  Date:06/27/2024

  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.

  On 11/27/2023, I purchased a vehicle from Ace's Autos and paid them to provide me with registration and licence plate. To date, they have not done so, and when I asked for a refund on what I paid them to preform this service, it was denied.

  Business Response

  Date: 08/08/2024

  Dear **************,
  
  Thank you for bringing the concerns of **************************** to our attention. We appreciate the opportunity to address the situation.
  
  Regarding the customers complaint, on November 27, 2023, they purchased a vehicle from us and paid for our services to handle the registration and license plate. Unfortunately, our establishment experienced an unforeseen incident where our office was broken into, and our safecontaining essential documents including vehicle titleswas stolen. This incident has impacted our ability to promptly complete the registration process.
  
  We understand the importance of fulfilling our obligations, and I want to assure you that we are working diligently to retrieve all original documents. Our team is in the process of obtaining certified copies of the title, which are necessary to finalize the registration. While this unfortunate delay is beyond our control, we are committed to resolving the issue as quickly as possible.
  
  Given the circumstances, a refund for the registration service is not applicable, as the delay is due to factors beyond our control and we are actively working to fulfill our obligations. We anticipate rectifying this situation shortly and will ensure that the customer receives their registration and license plate as soon as the necessary documents are in hand.
  
  If you require any further information or have additional questions, please feel free to contact us. We are dedicated to resolving this matter in a timely and professional manner.
  
  Thank you for your understanding and attention to this matter.
  
  Sincerely,
  
  *********************
  Principal
  Aces Autos

• Initial Complaint

  Date:06/11/2024

  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.

  I went in for a vehicle they acted like they were trying to help they said they got me approved and after 2 weeks or so of having the car they called and said they needed to do an inspection on the vehicle and when we took it in and handed them the key they took it and then came back and said were keeping it there is no longer an approval and they would not return my down payment they said its in the contract but then when I ask for a copy of where it says that they say there is no contract and yell at me and refuse to give me my down payment back I have talked to another person they have done this to and there are quite a few others based on their reviews all I want is for my down payment back and for them not to continue doing this to good hard working people it is not ok I was left with no vehicle and no money to get another

  Business Response

  Date: 08/09/2024

  Dear **************,
  
  Thank you for bringing ******************** complaint to our attention. We appreciate the opportunity to provide additional context regarding this matter.
  
  As with all transactions, there are two sides to every story. In this case, during a welcome call with the financial institution, ******************** expressed on a recorded line several personal concerns, including doubts about her ability to make payments due to not receiving child support and her boyfriends unstable employment situation. These concerns were communicated to the initial lender, which ultimately resulted in the rejection of her loan application.
  
  When we attempted to address this with ********************, she was unable to provide a clear explanation, but her boyfriend informed us that they were experiencing a domestic dispute at the time. He was apologetic and requested that we arrange another loan for them. Understanding the importance of securing a vehicle, we proceeded to arrange financing through a different lender. However, after agreeing to the terms of the second loan, ******************** once again failed to finalize the transaction due to another domestic dispute.
  
  As a result of her refusal to complete the funding requirements, and in line with our established funding policy, this led to the forfeiture of her down payment and all deposits, as clearly stipulated in the contract she agreed to.
  
  While we understand ******************** frustration, our actions were fully compliant with the contractual obligations and policies that were clearly communicated and agreed upon at the start of the transaction. Therefore, we believe that a refund is not applicable in this case.
  
  We remain committed to conducting all business dealings with transparency and fairness. If you require any further information or clarification, we are more than willing to provide it.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************
  Principal
  Aces Autos