Complaints

This profile includes complaints for Royal Auction Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Auction Group Inc

  7061 Alico Rd Fort Myers, FL 33912-6004

• 

  Royal Auction Group Inc

  2738 Gall Blvd Zephyrhills, FL 33541-9716

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:03/10/2025

  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.

  I made an account with ********************** Online on March 1st because I seen a few cars that I was interested in on a ******** ad and the auction was going to begin on that same day. I registered to auction on a 2020 Kia ****** and a 2015 ****** Rogue, allowing the $1000 deposit to come out that would either be refunded or placed towards my balance of the item i won. I placed a few bids for the *************** but I was outbid on both. I stopped bidding, but I let the auction continue to stream on my iPad. Eventually, they came to a 2016 ****** Sentra that seemed to be in pretty good condition so I ended up bidding and won for $3,750 which was right around what I was willing to spend. I didn't even realize I had won because there was no confirmation, no notification, nothing. Just more bidding prices showed up and then it went to the next lot. Later that night around 9pm, I received a congratulations email with an invoice of TEN THOUSAND DOLLARS. On the invoice was the 2016 ****** Sentra and a 2017 ***** Malibu. I never bid on a ***** Malibu so I went to my account and as I went through the catalog I noticed that, one, there were MULTIPLE other bids placed that I NEVER placed, and, two, the Malibu showed to have been bid on and won BEFORE the Sentra. It took 6 emails for them to respond ONCE basically dismissing and not acknowledging any of my concerns and worries. Nothing was different with the employees in the office. No one seemed to care that I was distraught about the confusion and needing to find a resolution, they only cared that the invoice said ten thousand so that is what I needed to pay. I feel robbed, I feel vulnerable because they have my debit card information, and I feel that I have been taken advantage of. I wish I would have done more research because I would have never done business with them; their reviews are terrible on any and every website. They still have done nothing to fix this! Please avoid these heartless people!!

  Business Response

  Date: 03/11/2025

  Royal Auction Group is Sorry for the issues Ms. ******* has had. Ms. ******* invoice reflects the 2 items that she bid on and won by having the highest bid. Royal auctions records confirmed this through the ** address. The invoice has not been paid and therefore no refund will be given.  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23043626
  
  I am rejecting this response because: one, I was never shown the ** address upon request to see them. Two, when I received a call about a week or two ago, the lady I spoke to on the phone stated that she COULD send me the invoice for just the one car that I bid on. I will not allow you guys to scam me!! 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/18/2025

  Again, there has been no payment made to the outstanding invoice, so no refund is due. 

• Initial Complaint

  Date:02/11/2025

  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.

  Royal Auction Group had an auction in Ft. *****, ** on Oct 20 & 21, 2023. They required a $1000 deposit for me to be allowed to bid at their auction on-line. I submitted that $1000 deposit by credit card on or about Oct. 20 (the day of the auction). The charge hit my card on Oct 26 2023. I purchased a loader from their auction on Oct 20, 2023 for $66,558.20, including the commission and sales tax. They sent an invoice for the full amount and I mailed a check on Oct 26 for $66,558.20, expecting them to credit my card the $1000. They did not credit my card or the invoice. I discovered this in Feb 2024 while preparing my taxes for my accountant. I called Royal and was told that they would refund the money within two weeks. After a month or two I called again. After ANOTHER conversation, I emailed a copy of my credit card statement to them on August 9, 2024 as proof that they took the money from my card at the time of the auction. I emailed them AGAIN on 8/28/24 and got no response. I contacted my credit card company and asked them to pursue Royal. *********** asked for all kinds of documentation which I provided to them. I didn't remember their deadline for submission of that info and I submitted it a day late, so *********** denied my claim. I would like my $1000 returned to me so I don't have to go through the time and money having my lawyer sue them over a measley thousand bucks.

  Business Response

  Date: 02/13/2025

  Royal Auction Group is sorry for any issues Mr. ****** has had. A refund of $1000.00 will be issued to Mr. *************

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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 vehicle from seller at auction. It's industry standard that a titled vehicle being sold w/o a title is listed as such (see attached Facebook post from seller indicating such). Post-sale, seller emailed me that yes, a title is available and charged the approptiate fee on the invoice. After months of waiting, still no title. Seller's representative stopped answering emails. Subsequently left a message for the branch manager and after no reply sent him an email. Still no reply so emailed the company's owner & executive team twice which finally triggered a return call from the branch manager where he admitted him company was negligent in not listing the vehicle as not having a title & offering 2 woefully inadequate resolutions to the situation that were completely one sided in the seller's favor. I'm now stuck with a virtually worthless vehicle that I traveled over 2100 miles to retrieve, installed new tires on to get back home safely, and have paid 5 months of interest on.

  Business Response

  Date: 02/24/2025

  Royal Auction Group is sorry for the issues Mr. R****** has had. We have offered Mr. R****** a full refund in addition to $500.00 for his inconvenience once the item is returned to one of Royal's Auction locations.

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  They're offer is very one sided. I've already traveled 2100 miles to pick up the vehicle. The seller not only told me it has a title but admitted their negligence in not listing it as not having a title. As with any "defective" product, the cost of return shipping should be the responsibility of the seller. Their add'l $500 offering barely covers work I've done (new tires & other maintenance). To expect me do drive another 2100 miles to return it just so they can turn around and sell it again, but now w/new tires I've installed is a completely one sided offer and not acceptable. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/04/2025

  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.

  As an investigative journalist Its been a long time Ive run across criminals who have absolutely zero remorse. None. Ive interviewed mass murderers, master thieves, the most notorious gang bangers and when pressed, when you give them the opportunity to peel away all the anger, crime and violence there is always a glimmer even if its very thin, a glimmer of humanity.I bring this up because that was the opposite in dealing with Royal Auction, they fall under a special category. The criminal who is happy to steal , inflict damage and claim not an ounce of responsibility for their actions.We bought a car for our son as a 16th birthday, I flew from ******* to pick it up.10 minutes after driving it off the lot on the way to a mechanic it completely broke down.Though the description of the vehicle said it had a knocking sound when started, all of the gauges broke, smoke billowing out of the car, the speedometer broke and when I made it to the mechanic they told me this car was damaged in the hurricane, which was never disclosed.Speaking to Royal and their management they are more than happy to debate with you but did nothing to even meet us with any kind of compromise.We are out thousands of dollars and have nothing to show for it.Stay as far away from Royal Auction as possible.

  Business Response

  Date: 02/10/2025

  Royal Auction Group is sorry to hear about the issues that Mr. ******* has had with his purchase. Royal Auction Group is an auction company and as such, we sell each item AS/IS WHERE/IS with no guarantees or warranties expressed or implied. Our terms and conditions that the buyer agreed to prior to bidding, instruct the buyers to inspect before they bid. We try our best to list issues if we find them and, in this instance, we told potential buyers that there was an engine noise. All buyers have the option to bid or not bid accordingly. Our terms and conditions also state that all sales are final. Therefore, Royal Auction Group has no intentions of refunding any money back to Mr. **************

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22896677
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/29/2025

  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.

  I am writing to formally address a significant issue of misrepresentation regarding the purchase of a 2009 ***** Civic through your auction. The listing for this vehicle explicitly described it as Gasoline-powered. Based on this description, I reasonably believed I was bidding on a vehicle equipped with a conventional gasoline engine.Upon arrival to complete the transaction, I was informed that the vehicle is, in fact, powered by ********************** (CNG). This discrepancy between the listing and the vehicles actual configuration is concerning, especially as it appears there were deliberate efforts to obscure the vehicles true nature:1.Removal of Relevant Identifiers: Stickers indicating the vehicle was CNG-powered were removed, along with the model plaques that would normally denote its fuel type.2.Omission of Key Information: At no point during the auction was the vehicles fuel system disclosed.3.Misleading Language: The description explicitly stated Gasoline, which, in standard usage, refers to a liquid petroleum-based fuelnot a compressed natural gas system.These actions appear intentional and constitute a clear misrepresentation, misleading bidders into believing this was a standard gasoline-powered vehicle. This misrepresentation has caused both inconvenience and financial implications, as the vehicle is not suitable for the purpose for which it was purchased.

  Business Response

  Date: 01/29/2025

  The item purchased by this person was not sold by us.  We did not have an auction on the date specified and we have no record of the buyer or the item he referenced.  The buyer has confused us with another auction company and filed this complaint against the wrong company.

  Business Response

  Date: 01/30/2025

  We have spoken to the Customer, and he will receive a refund when he returns the item. The unit was listed as ***, the customer just did not read that prior to his bid.

• Initial Complaint

  Date:11/04/2024

  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 purchased a 2015 Kenworth T880 on November 4th. I promptly paid the following day and had the truck picked up within a week. Since then I have called, left voicemails, and e-mailed, more times than I can count asking about the status of my title. I can't get anyone to respond to me at all. I absolutely need the title to this truck and it's been a month now. I'm fearful they don't have it and aren't responding now that I have paid them. They charged a very hefty premium for their auction but are providing no service.

  Business Response

  Date: 11/04/2024

  We have reached out to Mr. ****** We sent him the title and he should receive it in the next few days, A title can take up to 30 days to process, and we are still in that time frame. Mr. ***** is satisfied at this time.

• Initial Complaint

  Date:04/04/2024

  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 March 23 2024 I attended Royal Auction Groups auction located ************************************************** ***** I bid on various vehicles up for auction, being out bud on every vehicle But one in particular was a 2006 Pontiac Sunfire the current bid was $3,750 I bid $4000, I was quickly outbid at $4,250. I then bid $4,500, I was quickly outbid for $4,750. The next increment was plus $250, ($5,000 to win) The coaches /auction workers tried coaxing me to big $5,000. But I shook me head no and also voiced that I was out , saying NO Im done, I dont want it Well after several attempts to get me up to $5,000 and nobody else beating the current big of $4,750 - that was posted on the live screen , that current high bid of $4,750 then mysteriously disappeared, and they claimed I won it But I had been outbid and made it known I was out, no longer interested So its obvious that they have ghost bidders bidding up their prices, perhaps a seller selling on consignment? Or Royal Auction Group staff bidding up the items they are selling In either case I was outbid and NOT the high bidder for the ********************************************************** I owe the balance plus daily late fees for a car that I was outbid on

  Business Response

  Date: 04/08/2024

  Royal Auction Group rejects **************************** claim based on the grounds that is false. 

  The auctioneer was initially raising the bids in $1,000 increments until $3,000 was passed, then switched to $500 increments. **************************** high bid was recorded at $4,500 and then the auctioneer called for next highest bid at $5,000. No bid was placed at $5,000, so the auctioneer dropped the increment to $250 instead of $500, calling for a bid of $4,750. This is common practice by auctioneers in order to get the best value for sellers. No bid was received at $4,750, so **************************** bid of $4,500 was the winning high bid.

  When the winning bid was announced, ************************ voluntarily presented his bidder number and acknowledged the winning bid. 

  The information we have provided above can be substantiated by third party bid history recorded via the internet as well as our own live audio recording. Royal Auction Group will be happy to share this information with ************************ to absolve us of any claims. 

  ************************ entered into a legally binding contract to purchase any and all awarded lots and is now refusing to honor this agreement. Royal Auction Group has contacted ************************ in attempt to recuperate costs associated incurred by both ourselves and the seller. 

• Initial Complaint

  Date:02/26/2024

  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.

  I bought a car at Auction. I didnt think there was any need to go inspected since the Auction house stated in their ad that the car runs and drives well. The car does not run and drive they dont return any phone calls when you do call them theyre very defensive And Im not the first person theyve done this too

  Business Response

  Date: 03/01/2024

  At Royal Auction Group, we do our best to describe the condition of the assets as they arrive from our consignors. However, all our items are sold AS/IS with no guarantees of condition and therefore we recommend several times in our terms and conditions to inspect these items prior to bidding. We are sorry that the items did not meet your expectation, but you chose not to inspect the vehicle prior to bidding on the vehicle as recommended and agreed to per our terms and conditions.

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21346701
  
  I am rejecting this response because:

  they misled in their ad they cannot expect if they are an auction house all over the world that people can travel from all over the country to see a particular vehicle so we depend on their descriptions of the vehicle, and when they say it runs and drives and it doesnt run and drive then theyre misleading. If somebody cant do something about that then I dont know what to say they shouldve never put it runs and drives theyre standing behind their disclaimer, where they say you have the opportunity to come and inspect the vehicle. When you have an auction online people from across the country or further away cannot come to the location so again, they depend on the description that is laid out there by the seller, and again when the seller says it runs and drives, and you cant drive faster than 1 mile an hour in the car then it doesnt actually run and drive if you cannot put it on city streets, which is what they  misled with their description of running and driving but you cant actually put it out on the street then they are misleading 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2024

  As defined in our Terms and Conditions, Runs & Drives Means the unit ran at less than 5 MPH and was driven in line during the check in process. Runs and Drives does not guarantee the unit will drive any extended distance. Many of our buyers, who are not local and/or choose not to personally inspect the vehicle, retain a local mechanic of their choosing to inspect the vehicle on their behalf prior to bidding on the item.

• Initial Complaint

  Date:12/20/2023

  Type:Delivery 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 on. Sept. 9th 2022. Never received title. Title is still in previous owners name and has a lien on it so at any given time the lien holder can take the vehicle from me that I paid for. I have asked multiple times to please fix this or I want to return the vehicle because they guarantee a title or a full refund plus 500. I called today and was told they basically cant do anything for selling me a car they never had rights to sell. I have waited long enough I believe its time to get resolution instead of excuse after excuse.

  Business Response

  Date: 12/21/2023

  Royal Auction Group is requesting the complaint made by *************************** be removed due to the fact that his statements are inaccurate and libelous.

  **************** was not the individual who made the contract to purchase the vehicle referred to in his complaint. The vehicle was won by another individual at our auction, and it was disclosed to the bidders, both in writing and verbally that the vehicle was being sold with a certificate of destruction. ******* Statute Section 319.30(3)(b) states that vehicles sold with a certificate of destruction cannot be titled and are only to be used for parts or scrap. 

  The vehicle was sold legally according to ******* Title Laws regarding impound vehicles received by municipalities.   

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21031190
  
  I am rejecting this response because:

   

  CERTIFICATE OF TITLE REQUIRED.For each used motor vehicle in the possession of a licensee and offered for sale by him or her,

   

  *******the licensee either shall have in his or her possession or control a duly assigned certificate of title from the owner in accordance with the provisions of chapter 319, from the time when the motor vehicle is delivered to the licensee and offered for sale by him or her until it has been disposed of by the licensee, or shall have reasonable indicia of ownership or right of possession, or shall have made proper application for a certificate of title or duplicate certificate of title in accordance with the provisions of chapter 319************&

   

   

   

   

  . A motor vehicle dealer may not sell or offer for sale a vehicle in his or her possession unless the dealer satisfies the requirements of this subsection. Reasonable indicia of ownership shall include a duly assigned certificate of title; in the case of a new motor vehicle, a manufacturers certificate of origin issued to or reassigned to the dealer; a consignment contract between the owner and the dealer along with a secure power of attorney from the owner to the dealer authorizing the dealer to apply for a duplicate certificate of title and assign the title on behalf of the owner; a court order awarding title to the vehicle to the dealer; a salvage certificate of title; a photocopy of a duly assigned certificate of title being held by a financial institution as collateral for a business loan of money to the dealer (floor plan); a copy of a canceled check or other documentation evidencing that an outstanding lien on a vehicle taken in trade by a licensed dealer has been satisfied and that the certificate of title will be, but has not yet been, received by the dealer; a vehicle purchase order or installment contract for a specific vehicle identifying that vehicle as a trade-in on a replacement vehicle; or a duly executed odometer disclosure statement as required by Title IV of the Motor Vehicle Information and ************ Act of **** (Pub. L. No. ******, as amended by Pub. L. No. ****** and Pub. L. No. *******) and by 49 C.F.R. part 580 bearing the signatures of the titled owners of a traded-in vehicle.
  

  This business had no authority to SELL this vehicle as I stated previously the vehicle is dyill registered in the previous owners name! Per VIN check.  There is no salvage title that exists on the **************** or any other state. 

  Sale WAS ILLEGAL! 

  REGUARDLESS OF WHO PURCHASED IT YOU HAD NO RIGHTS TO SELL IT. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/04/2024

  As previously stated, the vehicle was sold with Certificate of Destruction. The statute **************** is referring to is for titled vehicles. This vehicle was an impound with NO VALID TITLE. Therefore, sold with a Certificate of Destruction. This information was disclosed to the buyer prior to sale. **************** fails to understand how ******* Title *********, and his lack of understanding is not basis for a valid or reasonable complaint. Royal Auction Group went above and beyond in order to help ****************, even offering to resale the vehicle for him. **************** refused this gesture. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21031190
  
  I am rejecting this response because: 

  Per the *** this vehicle is not registered with a certificate of destruction. It is still in previous owners name with a lien. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/09/2023

  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.

  Aug 20 2023 Purchase two car from auction. I received one title and to date I HAVE NOT reveived the 2nd title today is 10/6/23. Ive reached out many times to Royal Auction Group and attempt to resove the situation. Ive made 3 trips to Forth ****** from ***** and to date nothing has been done. ***** on every occation insisted that the tile was held up at the *** in Telleshasse and would be releasesd soon. Today I called Telleshasse *** and was told that they wouldn't issue a title and sent me to *** (where the car was purchased) and Hillsbrough (where I live ) couny. All three *** has NO recored of a title request via Royal Auction Group for this car after review of the Vin#. Additionally the car is still registered to the previous owner. At NO TIME has Royal Auction Group reached out to me via an email or phone call. *** also requested the owner's email and contact information and was told this was not avaialble - I nee HELP

  Business Response

  Date: 10/09/2023

  We have reached out to **************** and I believe we have resolved the situation..