Complaints

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

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  First Choice Automotive, Inc.

  5500 N W St Pensacola, FL 32505-2436

  
• 

  First Choice Automotive, Inc.

  5720 N W St Pensacola, FL 32505-2440

  

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:01/24/2025

  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.

  On January 13th 2025, I purchased a used vehicle. During purchase I asked multiple times about preexisting issues, issues involve minor cosmetics, nothing was told to be wrong with the power train. I was also sold a Warranty via dealership during my purchase. Since that's the case my vehicle was no longer "As-Is" when I purchased it due to the Magnuson-Moss Warranty Act. So, 22 miles after the odometer statement was printed the vehicle broke down on I-10 on the way home. I was stuck there for hours in the freezing cold trying to find a way home and off the side of the road. The vehicle was towed to my dealership (I'm a sales consultant) the next day, 01/14/25. On Wednesday (01/15/25), the inspection was completed which showed that the vehicle was filled with the quick fix solution stop leak, which ruined the engine. The repair cost for just that is right under $10,000. My expert witness states that the stop leak is even in the coolant reservoir, which is clear and in a very easily seen location as soon as the hood is opened. So during their "rigorous inspection" that they do on all their used vehicles they would not have been able to miss the stop leak. Which means that they would have known of a known issue as that is the only time stop leak is used. After a week of attempted to find out their idea of a resolution, the dealership alerted me that they will not be doing anything and that they don't use quick fix products. Nor do they claim to do an inspection, nor did they. Well luckily I took a screen grab from their website last week stating they perform a rigorous inspection on their vehicles. Late Monday night (01/20/25) the dealership gave me the smoking gun and admitted to fraud/misrepresentation via that statement. I have proof of all statements, Including the sales consultants messages. My report has been made to the FTC, I have a case under the Magnuson-Moss Warranty Act, Consumer Protection Laws and Breach of Contract.

  Business Response

  Date: 02/24/2025

  The customer bought the car AS-IS, they were able to test drive the vehicle, inspect the vehicle, etc...  The car had no issues at the time of sale, on the test drive, or during inspection.  We have a full service shop at our location and we not, nor have we ever, used a "stop-leak" type product to fix a problem.  Issues with the customer's warranty are between the customer and the warranty company. 

  Customer Answer

  Date: 02/24/2025

  
  Complaint: 22852896
   I am rejecting this response because: I am unsure how First Choice is confusing the situation. The claim being made is that First Choice Automotive committed Fraud as defined in Fla. Stat. § 1002.91, which is very clearly shown here. The response here is exactly the same as in the email shown above, yet they chose to leave out their statement admitting Fraud during or after the purchase. I did not Claim they used the "Stop Leak" as that is not something I can prove. But that is not the issue in this case. The issue is that the Dealership represents that they do a "Rigorous Inspection" on their Vehicles. Yet, when an issue that would have been easily ascertainable during a simple inspection, consisting of only Popping the Hood of the vehicle they claim they now do not do an inspection? So which lie is the right? That the Inspection that I was Actually charged for, also seen above was performed, or was the Lie that it was not to cover their behind? Per the Expert Witness statement the issue could not have been overlooked during an inspection. As Royal Administration (Warranty Company) States the issue was Pre-Existing and Sold in it's current condition. Again, I am not stating First Choice used "Stop Leak" I am making a Factual Statement that one way or another, with or without an inspection First Choice Automotive has Committed Fraud while Violating my Consumer Protection Rights as the Florida States Attorney General/ FLHSMV/ Federal Trade Commission and Auto Owners Insurance Company (First Choice Surety Bond Agency) puts it. Customers following after me have every right to protect themselves against the Situation I have been put into, as they may not get handed an omission of Guilt from First Choice Automotive as I did in my Email (Shown Above) on 01/20/2025 by Mr. Scott ******. 
  
  Sincerely,
  
  Caleigh ****

• Initial Complaint

  Date:11/18/2024

  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.

  Bought a vehicle from them and have nothing but problems as I write this the vehicle is at tw flea market the tire rod that their mechanic said was fine is snapped a mechanic said they won't touch that vehicle the underside is so rusted that it will all have to be replaced

  Business Response

  Date: 12/02/2024

  Customer bought the vehicle into us a few weeks after buying it and we replaced some suspension parts at no charge on an asis purchase. the vehicle is 13 years old and squeeked a little bit when going over speed bumps. We would be more than happy and try to trade the customer out of that vehicle and into another one. 

• Initial Complaint

  Date:11/18/2024

  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 had a vehicle that I traded in at first choice for the vehicle that I’ve got now which is a 2016 Audi Q3. None of the employees there ever disclosed any issues with the car with me. The only thing was a battery which they went ahead and replaced before I took possession of it. There was never any mention of an oil leak. I didn’t drive the car very much for the first week. Then a couple days after I start driving it regularly I get a low oil pressure warning on the car. I took it home after that and did not drive it again until I could have it looked at by the people at Audi. I’ve got a copy of the work order for that attached to this complaint. When I took it there, they told me that there was no oil in it so that pretty much tells me OK it’s gotta be leaking somehow. Not knowing very much myself about cars I didn’t think much of it. I just decided OK for the time being. I’ll try to keep oil in it until I can have someone look at it to determine what’s going on. Now keep in mind I don’t remember the exact day that the oil pressure warning came on, but the car was looked at by Audi on July 23, 11 days after I got the car. A little over a month ago, the car became more or less not drivable. I took it to a place here in town called first class auto and they determined that the turbo charger needs to be replaced and the reason it was damaged to begin with was because of the oil leak. So first choice auto did not disclose that oil leak to me and now it’s causing all of these problems. Now I feel as though they are the ones responsible. If they had disclosed that issue to me from the very beginning, I would not have gotten that car. I probably would have just went someplace else. So the resolution I am seeking is for them to pay for the repair work at first class auto since I don’t trust them touching the vehicle. At that point I would be happy to take possession of the vehicle once again and continue making my payments.

  Business Response

  Date: 12/18/2024

  Customer purchased the car AS-IS.  At the time of purchase the car had zero issues.  Customer as always, is free to have the car inspected by whomever they please before purchase.  If there were any issues with this car before the sale we were unaware.  The car ran and drove without issues while in our possession. Customer inspected and test-drove the car before purchase and also agreed that it had no issues.  Purchase was made and financed as a "buy-here-pay-here".  Customer was behind on payments before stating that he had an issue.  Early in the discussion I was interested in helping him solve the problem, however he became very rude and threatening for no reason and I lost my desire to assist in the situation.  We often do repairs at our shop for customers that are having issues and need assistance. Customer refused to bring the car to us for inspection and repairs.  He wanted his shop to do the repairs, but that's not how we do business.  I cannot afford to pay another shop to do what I can do for free.  Customer is currently so far behind on payments and owes so much for damages to the vehicle, that at this point we have written off the loss and we are moving on.

   

• Initial Complaint

  Date:07/22/2024

  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 put down $2000.00 on a 2014 Volkswagen Jetta in November 2023. I really needed a car so no complaints. I work at a facility 45 minutes away from my home. On 12/5/2023 on my way home from work the car cuts off in 6pm traffic. I have it towed to their shop oh it's just a starter no problem. They give me a car to drive. I get the car back almost 2 weeks later. I have the car back about almost 3 weeks I'm sitting in the grocery store parking lot for 30 minutes before my car starts. I call first choice I take it up there and they tell me it's the diesel system but it's nothing to worry about. The problem gets worse. I can't afford to miss work so I'm having to pay people but I have to be at work at 530 am so that only lasts so long I have to drive the car. The air conditioner went out and I pay for a warranty and the warranty doesn't cover anything. I asked them to fix the air conditioner they don't do that. I had a job interview an hour away from Pensacola and the car rotor caught a fire and the transmission went out on the car. An hour away from home. This happened on 07/19/2024. I haven't had this car a year. I have to pay out of pocket right now for a rental car. I just want my down payment back so I can get a new car. Thank you.

  Business Response

  Date: 08/06/2024

  We have reached out to the customer and spoke about helping with some repairs, he is getting the work done and bringing us a copy of the final bill for us to go over. Based on our conversation we all feel like this will get resolved. 

  Customer Answer

  Date: 08/06/2024

  
  Complaint: 22021100
  
  I am rejecting this response because: I no longer am in possession of the vehicle so there is no way it is getting fixed. Credit Acceptance has possession of the vehicle. I am asking for my down payment back. I have not spoken to anyone from the car lot.
  
  Sincerely,
  
  Yakesia *******

• Initial Complaint

  Date:05/13/2024

  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.

  5/1/24 First Choice Automotive inc these people tell you what you want to hear they get you to sign paper work without giving you a chance to read it, falsify the amount you pay in bills put I pay $1250 rent/mortgage while I’m telling them I pay $2500 I asked how did I get approved and he said I only got approved because it’s through him if I go into harvesters bank alone they will never approve me, seat belt don’t work I asked are you going to let me take the truck off the lot with a non working seatbelt he stated sure you can promising me they would order the part and fix it it’s been 12 days still no seatbelt and promised to fix the safety system restraint esc system and other lights on the dash signed 2 separate agreements don’t know which one is accurate the bank approved the loan called them as well im thinking they work together still working on finding a lawyer so they can look over this paperwork and the 2 separate agreements they also state I have a warranty like a new car warranty I called about the car they stated 29000 then I got there they stated 37000 then he say he took it down to 34000 then the computer stated 37000 I said I thought you said 34000 he said yeah but that’s with taxes and such looked at the paperwork it’s states 39000 and something this is such fraud it has to be protection for the customer out there somewhere I’ve been searching for a lawyer for days now I’m not going to stop until everyone hear me out on this I started to say hey do all this your promising then I will come back and purchase but it’s the tactics that some car dealers use they get you to sign with out reading, they no once you sign your stuck, once the deal was done his demeanor change and he is like a ghost you can’t get In touch with him the other workers protect him I’m contacting the owner next and I can’t believe they are going into business together with some type of men’s health good luck with that, these people want have good luck going around doing people bad

  Business Response

  Date: 05/27/2024

  We always had every intention of helping Ms. ****** with her vehicle issues.  We were just waiting for parts to be delivered.  We have already installed her restraint system and replaced some sensors on the vehicle.  I also called Ms. ****** to help her understand her paperwork and contract, and she informed me that someone had helped her sort it out and that she understands the paperwork.  I agree, it can be confusing.  We will have the rest of her issues resolved next week and we believe that she will most likely remove her complaint as the real issue was lack of communication on our part, and we are making all efforts to fulfill our responsibilities. 

• Initial Complaint

  Date:04/04/2024

  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.

  The business is falsely advertising their cars online, they made a post for 2006 hummer, the post said that it was a thousand dollars down only, it didn’t not mention anything about having to qualify. I went to the dealership to purchase the vehicle after being promised that price over facebook and via text messages. Upon arriving they took all of my personal information along with my co-signers ssc #, DL #, and etc ran a hard credit check even though they said there wasn’t supposed to be one. After that they told me that they couldn’t sell the hummer due to odometer discrepancies ( they tampered with the odometer, changed it from 180,000 mile to only 99,000 miles.) and told me that I’d have to put $3000 down after advertising it for $1000 down only. So my complaint is the false advertising along with taking mine and my co-signers personal information under a fraudulent claim. If the car was listed accurately I would have never gave them my personal information. I also have video proof of the post and the sales managers actions and our conversations over text.

  Business Response

  Date: 04/04/2024

  Customer came in on the $1000 down advertisement.  He did not have $1000 down, in fact he had no cash.  He had a trade that he said was worth $3000.  We don't accept trade-ins on consignment deals.  We told him he could sell his trade and bring the $3000 in cash back to us to complete the deal.  It doesn't say anywhere in the advertising that trade vehicles are same as cash.  

  Equifax requires us to keep all applications in a secure location for 6 months.  After that, we shred the documents.

  The Hummer H2 is a consignment vehicle.  Because we don't own the vehicle we have limited information about its history.  We inform customers that a vehicle is consignment status upon inquiry.  We always, by law, disclose mileage discrepancies on any vehicle.

   

  Also of note:  Mr. ******, in a shocking display of what can only be described as insanity, told us that he would make us sell him the vehicle.  He then proceeded to video record himself with his phone, Mr. ****** began shouting into his phone that he was being assaulted by the staff at the dealership.  He claimed that he was being hit by our employees, and then violently threw himself to the ground, not once, but twice.  He then went on a rampage around the lot, inside and outside the building, shouting at customers and staff.  We told him to leave several times and only after telling him that we would call the police did he finally leave.  If he returns, he will be trespassed.

   

  Also at least one of the uploaded documents and screenshots that Mr. ****** provided are not from our dealership nor does that person work at our dealership.  

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a 2019 Chevrolet pick up truck from this dealership less than a year ago and I’ve been having issues since the day I left the dealership they made a promise to change the transmission in my vehicle. They never changed it. My transmission ended up going out, leaving me and my nine-year-old on the side of a busy interstate interstate they didn’t offer any type of assistance to me at all. My car is currently sitting broke down at ** *** ** and Pensocola, they refuse to fix it and to top it all off my wife had the same issues with her car which ended up being faulty as well. These people are crooks and I don’t see how they continue to run a business while scamming, hard-working tax paying American citizens out of their money.

  Business Response

  Date: 12/22/2023

  Titus ***** purchased a 2019 Chevy pickup truck from our dealership on March 25th,2023.  At the time of sale it was known that the transmission in the vehicle was in need of repair or replacement.  We agreed to replace the transmission after the sale.  We outsourced the replacement project to *** *** ** Auto Clinic (MFI).  The replacement and programming was done at MFI on Apr. 5th, 2023 (see attached work invoice) and Mr. ***** picked up his truck, and from that time until just recently, no issues were reported to me or anyone at the dealership.  Please note that the mileage at the time of sale was 106297 and currently the mileage is 118292, a difference of 11995 miles.  Any warranty, as stated on the MFI invoice was void after 6000 miles.  At the time of sale, Mr. ***** stated that he need a vehicle to pull trailers.  We have no idea what kind of load was placed upon the transmission which would have an effect on its performance and lifespan.  Mr. ***** also stated that the transmission had been giving him problems prior to its total failure, yet we see that he has driven the truck in excess of what is considered average mileage in any vehicle. From our experience, we have never seen a transmission "with issues" continue to operate for an additional 10,000+ miles.  12,000 miles in 8 months is a lot of driving.  I addressed the issue with the owner of First Choice and with the owner of *** *** **, both have stated that we are simply well beyond the stated warranty window.

  Customer Answer

  Date: 12/22/2023

  
  Complaint: 21041603
  
  I am rejecting this response because:
  
  I was very transparent with this dealership in regards to the issues I was having with my truck attached are the pictures of when I drop my truck off at *** *** ** after I had been complaining to them about a faulty transmission after they claim they put a new transmission in my vehicle this is also the miles on my vehicle that I had accumulated from going back-and-forth from Navarre at the time I dropped it back off for repairs, I have been begging and pleading for these guys to fix my truck every since I brought it it has skipped the whole entire time that I have driven it , The guys at *** ***** told me to drive it for 30 days because it was a break-in. That was also a lie. the miles were accumulated from my daily commute to work and also times that I have commuted back-and-forth from Pensocola to Navarre to try to get an issue resolved that was never resolved. I have phone records also to where I have made multiple calls to first choice auto I have talked to several salesman. My calls were never returned. There was no strong line of communication between me and the dealership , these are lies. They also told the department of motor vehicles that they were going to fix my truck in good faith and it never got fixed me and my child was on the side of the road with Cars passing by profusely the owner of the dealership told me that there was nothing he could do for me , I had to get my Pregnant wife who is also high-risk pregnant to get out of her bed and come get us off the side of the road. This is unacceptable.
  I have Much more evidence to support my claim

  Sincerely,

  
  Titus *****

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle. Was told car had no significant problems. Had car for two weeks before it began to run hot. Was told to bring it in. They sent me to a repair shop. Was there all day. Cost over $900 to repair vehicle. Lost a days pay. Vehicle cost over 24k. They won't return call or passing me off . They lied about vehicle not having mechanical issues and all their cars are serviced prior to selling.

  Business Response

  Date: 10/13/2023

  When the customer purchased the vehicle it had no significant issues.  The customer drove the car for two or three weeks before she encountered an issue.  We have no way to determine what issues a vehicle will have after the sale.  Part of the cost of ownership is accepting that all vehicles eventually have issues and its the customer's responsibility to address those issues as they arise.  All customers are encouraged to have vehicles inspected by their own technician before purchase.  Customer declined a warranty at the time of purchase.  Customer also signed an AS-IS buyers guide that detailed the potential problems that can arise with all vehicles after the sale and that the dealership cannot be held responsible for those repairs.  We were able to send her to a shop that would save her a considerable amount of money on the repair.  The same repair at a BMW dealership would have been 3x what she paid. 

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20665954
  
  I am rejecting this response because: Simply false advertising. I was told dealer services all their cars prior to selling. I drove the vehicle three or four days before it ran hot. I called them to report. Was told to bring it over for a look see. The company didn't even offer to split the cost of the repair. Why pay 25k for something that was not drivable?
  
  Sincerely,
  
  Tuwanna Duarte

• Initial Complaint

  Date:01/17/2023

  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.

  When I bought the car, the check engine light was on. They said they would do what needed to be done a far as fixing the issue with the check engine light. This is the spo2 sensors and the catalytic converter. They said they replaced these parts but the check engine light for these items still are on and have been on. They tried to tell me that the check engine light is on because there is a different part of my car called the mass air flow that needed to be cleaned out but then said even after they clean it out, the check engine will come back on. I had taken this car to another shop that did not touch these parts of my car but they said that the spo2 sensor and catalytic converter codes are still on and they don’t look like they were changed properly or at all for that matter. I want the shop I bought my 2013 dodge dart from to change these parts correctly so that I can drive my car safely and not have to worry about my engine going or my car breaking down because they didn’t do their job properly.

  Business Response

  Date: 02/15/2023

  Vehicle was purchased June 2021 also we have not heard from the customer in over a year. We sell all cars AS-IS unless we agree to fix something at time of purchase. The customer did purchase a service contract that may cover these items however there are mileage and time limits. If the customer would like to contact me we will do our best to assist. Thank you Brad ******* 850*******