Complaints

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

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  Keys Motors

  2480 N Military Trl West Palm Beach, FL 33409-2907

  
• 

  Keys Motors

  PO Box 654433 Miami, FL 33265-4433

  

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:02/20/2025

  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.

  Suggest a feature When I was purchasing the vehicle the salesperson said I had a 30 - day warranty. After I paid mostly in cash , I found that the engine light came on , and when I went back for them to correct what was wrong , the manager said , "You paid cash ; we don't warranty any cash purchases ." Not good business, ********. ******* buy from KEYS MOTORS on ************** in **************************************** .

  Customer Answer

  Date: 02/21/2025

  Sideview mirror  and engine light indicator is showing. They refuse to to look at the problem or help to fix it. 

  Customer Answer

  Date: 02/21/2025

  I sent receipts of sale 

  

  Business Response

  Date: 03/18/2025

  Hello, this client had the car taken to a pre inspection report with the client & the car had nothing wrong with it & he paid this pre inspection with his own money. Report came back fine & he purchased the car. Also the car he purchased is a used vehicle so if something happens after the full inspection its not the dealer at fault.

• Initial Complaint

  Date:01/19/2025

  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.

  Subject: Urgent: Ongoing Issue with Car Purchase and Request for Resolution Dear BBB I hope this message finds you well. I am writing to bring to your attention an ongoing issue regarding the car I purchased from Keys Motors in ***************. I purchased the car on December 28th, and on December 29th, I noticed that the vehicle was bucking while driving. Concerned about this, I returned the car to Keys Motors on December 30th and informed the finance manager, ******, about the issue. Despite my concerns, ****** insisted that the car was fine, but I insisted on leaving it so they could inspect it.On January 2nd, I was informed that the car had been repaired and was ready for pickup. However, when I arrived on January 3rd to pick up the car, the same issue persisted. Both ****** and *******, one of the sales representatives, advised me to take the car for an independent diagnosis. I agreed and took the car to *********** on January 4th. After receiving the diagnosis, I informed ******, but he refused to cover the cost of the diagnostic service, and I was forced to pay out of pocket. I retrieved the car from ******* on January 11th and returned to Keys Motors. ****** reviewed the diagnosis and sent a copy to his email.Since then, I have repeatedly contacted Keys Motors for an update. Last week, I was informed that ****** needed to speak with the owner, who was allegedly out of the country. I followed up on Friday, January 17th, and was told that ****** would speak with the owner in the afternoon and would call me afterward. However, when I called back at 4:00 PM, I was told that ****** was busy. I instructed the staff to notify him to make sure he spoke with the owner.I only have one week of warranty left and I have attached the rest of the information below.Sincerely,**** ******** ************

  

  Business Response

  Date: 02/03/2025

  Hello, as per concern we have replaced the two tires as promised & are willing to give him a free full tone up & oil change is needed. Please have him drop off the car for two days 

• Initial Complaint

  Date:10/23/2024

  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.

  I purchased a car from this car lot about two months ago. It was a horrible car. I almost got in three accidents. They would not do anything to help me so I had to get another vehicle. I told them not to charge my card that they used for my initial transaction and they charged my card $750 without authorization, I dont even have that car anymore. They were already paid and funded had no reason to charge my card after two months when I longer have that car without my authorization.

  

  Business Response

  Date: 12/23/2024

  Good Morning,

  Please see the attached signed document by the client. The client was told to bring the car several times to get checked and she continued saying she didn't have time because she worked till late. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  

  Business Response

  Date: 12/23/2024

  Please see attached signed documents by client. Client was advised to bring car in to get it checked, but she never did. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22463079
  
  I am rejecting this response because: the auto in question malfunctioned.   I was unable to drive the car.  They refused to cancel the sale and stated the bank forced them to charge me $5,000 more than the price online.  When I spoke to the ************ one auto, they stated that was false and filed a complaint against Keys Motors.  They said they were assigning an investigator to the complaint.  I have attached the online ad for the car.  Once I arrived and saw I was approved for $30k they changed their story.  The sales **** manager and finance manager ganged up on me telling me the bank would require this everywhere I go.  
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 01/09/2025

  Dear Mrs. ****************** you for bringing your concerns to our attention. We value all feedback and appreciate the opportunity to clarify the situation.
  Mrs. ******** was fully informed about the purchase of her vehicle, and she had the chance to test drive the car and review the necessary documents before happily signing. We made every effort to ensure she was comfortable with her purchase.
  Additionally, we offered Mrs. ******** several opportunities to bring the car back to us for a diagnostic, free of charge, as a courtesy. Unfortunately, she declined these offers, citing time constraints. Despite our best efforts to assist, we never had the chance to examine the vehicle after the purchase.
  We have done everything possible to resolve the matter and continue to be available should Mrs. ******** wish to bring the car in for a diagnostic at her convenience.
  We hope this response clarifies our efforts to assist, and we remain committed to customer satisfaction. If there are any other concerns or if Mrs. ******** would like to further discuss the issue, we are happy to assist.
  

• Initial Complaint

  Date:08/28/2024

  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.

  On July 18th, 2024 I had messaged a guy about a car listed for sale on ******** marketplace. We had conversations back and forth and agreed to an amount of $38,000 out the door price approved by the owner of the dealership. So we drove 2 hours to the dealership to test drive the vehicle. During the test drive was when ****** explained that they fill up the gas tank, detail the vehicle and have a 90 day bumper to bumper warranty in case anything happens to the vehicle, as they are put through a thorough inspection and are in functioning condition with no dash lights on or issues with the vehicle. We got back to the dealership and immediately they came out with a paper for $47,000 plus tag tax and title. I explained that my deal had already been handled and we already came to a price. I was told, no, we cant honor that, our sales guys do a good job of getting people in the door. To which I replied, so you allow your sales guys to ************* online? He just nodded yes. So I got up and walked out. ****** chased me to my truck and said, let me call our owner and see what we can do to honor our word. We went back in, they did NOT honor their word. But I needed a car and spent too much time already to get to this car. So we payed $41,000. They did NOT fuel up my vehicle, it has been almost 6 weeks and I have not received my tag or my title. Also, I called 4 days after receiving the vehicle only to have lights go off and my vehicle stop working. They said they couldnt work on range rovers at their dealership so it had to be taken elsewhere and bring them the receipt for work. $5000 later, they refuse to pay, wont let me speak to a manager, purposely hang up when I call and if I do get ahold of someone, whoever I need to speak with happens to be at lunch for 2.5 hours and does not return my phones calls or respond to any of my emails! Ive been trying for months!! I still cannot get a license plate !

  

  Business Response

  Date: 09/23/2024

  In respond this complaint  this vehicle was sold as a used car AS IS NOT WARRANTY  . In reference to the tag was COD it is  at the dealer   the cost  is $434.85  you can contact Daianna 407-777-5397office manager for more details.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22209203
  
  I am rejecting this response because:
  
  Didnt even touch upon the fact that you sold me on one price then switched it at the dealership. We were explicitly told that we had a 90 day guaranteed warranty and when we called with the issues we were told it wasnt something you could handle and take it to a Range Rover specialist and send you the invoice. Then we did and ZERO communication from then on until the manager finally spoke with my boyfriend about it and told him to go f*** himself. Tag was not COD wheres that paperwork? Liars! Liars! 
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 09/24/2024

  attached proof that tag is not included in the deal . In relation to the price we sold you the car for $37.990.85 plus dealer fee $995.00 plus sales tax of $ 2.389.85 no fee for tag it was COD 

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from keys motors and paid for tag and registration. Now they are refusing to give me my tag which I have already paid for .now they are holding my tag unless I give them an additional $1500 stating DMV has an hold on my tag .

  

  Business Response

  Date: 08/06/2024

  ID ********. 

  Car was purchased from Mr. **** **** on 05/06/24 , tag and registration still here because he has a balance with us ,   at the moment of the delivery was a partial payment , he is more than  welcome to come and paid the  full balance. If  you have any a question don't hesitated to call us at ************,

  Thank you , 

  Keys Motors

  

  Business Response

  Date: 08/06/2024

  ID ********. 

  Car was purchased from Mr. **** **** on 05/06/24 , tag and registration still here because he has a balance with us ,   at the moment of the delivery was a partial payment , he is more than  welcome to come and paid the  full balance. If  you have any a question don't hesitated to call us at ************,

  Thank you , 

  Keys Motors

  

  Business Response

  Date: 08/07/2024

  Car was purchased from Mr. **** **** on 05/06/24 , tag and registration still here because he has a balance with us ,   at the moment of the delivery was a partial payment , he is more than  welcome to come and paid the  full balance. If  you have any a question don't hesitated to call us at ************

  ,

   

  Thank you , 

  Keys Motors

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21979309
  
  I am rejecting this response because: my tag was paid for in full it belongs to me .I make payments to Westlake financial  and not key motors.they are crooks the paper work to ******** from keys states I paid ****** if a payment is owed why doesn't he repo the truck but I'm going to dmv.its illegal to hold my tag not I will del with Dmv.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 10/21/2024

  Mr. **** **** purchased 2014 Ram on 05/06/24  with $7.000.00 down payment at  the moment of the delivery we had $ 5.500.00 with a promissory note of $1.500.00 divided in two payment ,that he never paid. In reference to the tag ,he paid only $200.00 and still a balance of $31.60 we don't have any problem give him the tag if he paid the total balance of $ 1.531.60.

  Please see attachment 

  Thank you,

  Mr. ******

• Initial Complaint

  Date:11/21/2023

  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.

  I came here to purchase a sprinter van and I came with a check to pay it off In full but the deal never went through due to some issues with my bank . Since I was not able to purchase the van with the check I had they tried to convince me to get a loan through them after I specifically told them I do not want to apply for another loan . They asked me at least five times and I said no each time and they ended up running my credit WITHOUT my permission after I told them NO several times . When I contacted them about it they said they only did a soft credit check to verify which is not true because you dont need to run my credit if I am paying off the vehicle and they did put a hard inquiry on my credit which I now have to go out of my way to get removed . So I am reporting them because they are a shady car dealership who was just trying to sell a car and didnt have their best interest for their customer . Then they continued to lie to me after saying they only did a soft credit pull knowing they did in fact pull my credit and try to cover it up by convincing me to do a loan through them which I never consented to .

  

  Business Response

  Date: 01/09/2024

  Customer came to key ********************** to buy a car  with her own finance check after send all the paperwork to her bank they didn't approved the loan , keys motors offer her to used their finance companies  in order to approved the loan she was agree and  type al her personal information on the computer but the loan didn't proceed because was not proof of  income to sent ,at that moment keys motors canceled the deal with no further action. if it is new applicant they check to verified  if it is eligible to finance.

  If you have any questions please contact us at ************

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20901807
  
  I am rejecting this response because:
  I never once gave permission to run my credit nor did I put in my information they were unprofessional and just asked for my social and thats it . and didnt inform me on anything that was going on . When they asked me several times to go through the banks they have I clearly said NO I do not want to run my credit again. They are lying to cover them selves but I would never waste my time and go out my way to lie . The way these people do business they deserve to be shut down definitely when they constantly give the run around & lie when it comes to situations like this . All I ask is for them to clear the inquiry off my credit but once again they lied when I went in and said he has to wait 30 days to remove it . This is such a terrible business .  ***********************

  

  Business Response

  Date: 01/10/2024

  sorry to hear that you are not satisfied you are more than welcome to call us, and we can resolve the inquired together. thank you  

  Customer Answer

  Date: 01/10/2024

   
  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. I will be calling to get the inquiry removed asap . 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car after 3 days the car started to give me problems I returned and the car and they refused to return my money but claim they are fixing the car which is a almost a month alr

  

  Business Response

  Date: 05/27/2023

  EVERYTHING that's was asked for in fixing the vehicle was done . This is totally unfair & uncalled for because the car was fixed. 

• Initial Complaint

  Date:05/09/2023

  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.

  I bought a car from them and the car has problem and I return the car but they refuse to return my money and I have two kids and I have a job and I cant get to and from work

  

  Business Response

  Date: 06/05/2023

  Is this an old complaint because we already fixed the vehicle & customer took possession of the vehicle over a month already & he even made the car payment to the bank??? this vehicle was never returned we fixed the vehicle & took the vehicle over 3 weeks already 

• Initial Complaint

  Date:02/13/2023

  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.

  My husband and I finance a car from Keys Motors . We havent had the car for more then 4-5 months now and it just has problems after problems left and right with it .We havent even added ***** miles to the car yet . And now basically needs an engine . I still have about 1*****-12,000 to pay the car off and Im not going to pay that and cant use my car at all . Ive called and called keys motor and they always say management isnt in at the time call back another time , so no one is trying to help me at all . I need a trade in or something its ridiculous that they sold me a bad car , and arent trying to help me at all .

  

  Business Response

  Date: 04/06/2023

  Hello, sorry to hear this you are more than welcome to come by the car dealership  & we will try our hardest to get you into another vehicle.