Complaints

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

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  Off Lease Only, LLC

  1200 S Congress Ave West Palm Beach, FL 33406-5117

• 

  Off Lease Only, LLC

  8900 S US Highway 17/92 Maitland, FL 32751-3348

• 

  Off Lease Only, LLC

  5580 NW 145th St Miami Gardens, FL 33054-2356

• 

  Off Lease Only, LLC

  3230 14th St W Bradenton, FL 34205

• 

  Off Lease Only, LLC

  8443 McCoy Rd, Orlando, FL 32822

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:08/17/2022

  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 Land Rover Defender 2022 back in May and recently picked it up from Off Lease in *******, ******* to drive back to ********** on Sunday, August 7th, 2022. Prior to leaving the facility, we inspected the vehicle for any damages and found a poorly repainted side panel located behind the driver's side door. It was confirmed by sales manager ****** and ***** and our salesperson ******* that it was indeed damaged and someone has tried to repair it with a poor and noticeable paint and sand job. The repair/accident was not disclosed on Carfax but both managers agreed to have the vehicle repainted in our local city's auto shop. We have a written and signed document stating so. When we arrived in ********** on August 10th, I tried contacting the sales managers via the Off Lease company phone number to tell them the repair shop they wanted us to go to, "Dent Wizard", is not located in ******* instead a far city in another county. This was not what we had agreed upon in the signed agreement. Another issue is the refund for "home delivery" of the vehicle has not been issued back to me since I opted to pick it up on Sunday, August 7th. Ever since arriving in **********, I have been emailing *******************, ******************************** (Corporate Finance Director), and ***************************** (Finance Representative) in regards to the refund yet have either received no response or a very delayed response from the former. I have called *********************************, my salesperson, who was extremely prompt in answering calls and texts prior to selling the vehicle, to connect me with his manager and again, no replies or call backs. I have called corporate every single day since then and their reply was they will have a financial representative and manager contact me, again no calls or emails. I simply want to resolve these issues and move on. Thank you.

  Business Response

  Date: 08/31/2022

  We appreciate you reaching out regarding the repair and refund issues on your recent vehicle purchase. We take concerns such as yours very seriously. We understand that you are working with ****** regarding repairs, reimbursement, and title inspection.
  
  As you know all of the vehicles we sell are pre-owned and sold AS IS. However, we strive to provide excellent customer service and we work with all of our customers when issues arise. We appreciate you working with our team.
  
  Off Lease Only 

• Initial Complaint

  Date:08/12/2022

  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.

  On 08/06/22 we purchased a used 2018 GMC Terrrain Denali for $29,495.00 before financing charges. Two days later we notice a bubble on the front right tire that needed urgent attention and after visiting the dealership they inspected the tire but was told that it will be a while and that they will call me when the replacement was in and that it was safe to drive.I told them that this tire is no where safe to use and it can burst at any given time and cause serious injuries possible death to us or others so they had me waiting there for 3hrs and finally got the car back with a different tire other then the original tire we paid for and in much worst condition and when the car was return to us they also removed the original wheel locks that came with the car and was told they removed them because they couldn't find a key for them.We were later promised a new tire replacement of same ************ along with new wheel locks and today after returning to check on the replacement ************ locks the parts were never ordered and that they were being ordered today and this time was told we were not getting the same ************ tire for replacement.We paid for the original and expected to be replace with the original (not a cheaper brand as told by manager) the car also has other issues in which they are failing to find and make repairs. We try returning the car for a different one but after being given the runaround we can no longer return the car because we went over the given miles on the car.This place should not be in the use car sales business because we are paying the bank over $45k for something that was advertised but did not meet our expectations.We only ask that this matter be resolved to avoid proceeding with any legal action and asking the bank to revoke the sale of this purchase. Original ************ that we originally paid for must be replaced and noise issue properly addressed and resolved.

  Business Response

  Date: 08/23/2022

  We appreciate you reaching out regarding the issues with one of the tires on your recent purchase. We take concerns such as yours very seriously. It is our understanding that your husband had been in contact with our Sales Manager over a period of three days starting the day after your purchase to try and address the issue. First, we offered to exchange your vehicle and he test drove approximately ten vehicles over a couple of days but decided to keep the 2018 GMC. We then offered a We Owe agreement to provide a new tire and set of tire locks. Your husband was upset that we did not have a specific brand of tire on hand and no longer wanted to engage in productive discussions (our over ***** cars have many different types of tires, so we are often required to order specific tires if there is an issue).

  As you know all of the vehicles we sell are pre-owned and sold AS IS which is reflected in our low prices. However, we strive to provide excellent customer service and we work with all of our customers when issues arise. Please let us know if you would like to continue to work with our **************** team.

  ********************** 

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 jetta 1.4 from offlease only on July 11, and within 10 days I started noticing clutch issues. The pedal would not disengage the clutch fully despite being pressed all the way down and the car was taken to VW where I was quoted nearly $3,000 in order to replace the clutch, pilot bearing, and pressure plate. Offlease said they would help by either repairing the car or even exchanging it for another car. Despite multiple visits and multiple phone calls, they promised to call back to resolve the issue and I have not heard from them yet. Very dissatisfied with offlease because the car also had hidden structural damage that was not disclosed in the carfax nor in their notes. At this point, I either need this car fixed or a completely different car with no issues because I need a vehicle for work.

  Business Response

  Date: 08/23/2022

  We appreciate you reaching out regarding the repair issues on your recent vehicle purchase. We take concerns such as yours very seriously. We understand that you have come to an agreement with our **************** team regarding repairs to the vehicle.

  As you know all of the vehicles we sell are pre-owned and sold AS IS. However, we strive to provide excellent customer service and we work with all of our customers when issues arise. We appreciate you working with our team.
  

  Off Lease Only 

  Customer Answer

  Date: 08/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/05/2022

  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 8/5, my husband and I purchased a used car 2018 ****** Sentra from Off Lease Only in ***************. We finalized the sale and began to drive, within 5 miles an emergency light game on with a warning sign saying malfunction. We immediately drove back and asked for our down payment back and canceled our loan. We were told they couldnt give us our cash back we would have to wait for a check. There were three other individuals in the dealership stating they too were sold cars that malfunctioned within days of purchase. A resolution would be shutting down this dealership and receiving my cash not a check from a criminal business. They are selling cars that fall under the ******* lemon law.

  Business Response

  Date: 08/12/2022

  Thank you for reaching out regarding the return of your down payment.  For safety reasons our stores are required to immediately deposit cash into our safes and the stores to not have access to the cash once it is deposited. According to our records we expedited the issuance of a check by our ********************* and it has been delivered by overnight mail and received. 

  Off Lease Only

• Initial Complaint

  Date:08/03/2022

  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 2020 Dodge Challenger on 8/1/22 and put down $10000. While driving home after the purchase I got a warning that the engine is overheating. There was no indication that the vehicle had engine issues that might make the vehicle explode. I want a refund.

  Business Response

  Date: 08/08/2022

  We appreciate you reaching out regarding the issues on your recent vehicle purchase. We take concerns such as yours very seriously.According to our records you have taken advantage of our exchange policy and exchanged for a new vehicle. We strive to provide excellent customer service and we work with all of our customers when issues arise. We appreciate your business.

  Off Lease Only 

• Initial Complaint

  Date:08/01/2022

  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 2022 Kia ** from off lease only in *************** on July 2, 2022. The vehicle was relatively in good shape with only ****** miles and one accident reported on the *** fax. One July 20th, 2022 I took the *** to my local Kia *** ********** for a safety inspection and oil changed. *** informed me that there was a leak in the right axle of the vehicle; however the part is still covered under the vehicle warranty. I agreed to schedule another apartment to bring the vehicle in for the repair. On July 26th, 2022, I brought my *** in for the vehicle repair, once the mechanic was able to take a better look at the vehicle the mechanic noted more damages and multiple parts that needed to be repair. The mechanic also noted parts that were being held together by zip ties.The damages estimated to $3800 . Kia ********** informed me the vehicle is not safe to drive. I contacted Off Lease Only in *************** July 27th, 2022 at 10:30 am about the damages especially the parts being held with zip ties. Till this day Off Lease in *************** refuses to offer any resolution or pay for the damages. I have sent pictures, the estimate of damages, and both service invoices. I have provided the mileage of the vehicle and spoke with 3 different managers. *************, and ****. I am promised phone calls back and have yet to receive one. The only time I speak with anyone is when I call and I am then turned away with a false promise of a call back. This issue has also cost me $120 in rental fees. This is far beyond just damage to the *** (which is far more than I ever agreed to alone), but also my safety and my daughter's safety, if I continue to drive this ***. I have bought two other ***s from off lease and I am extremely disappointed on how this was handled. I would like them to take full responsibility for their negligence selling an UNSAFE vehicle.

  Business Response

  Date: 08/12/2022

  We appreciate you reaching out regarding the repair issues on your recent vehicle purchase. We take concerns such as yours very seriously. We understand that you are in contact with our *************** store regarding the vehicle. Our photos and records of the car before your purchase showed no indication of the damage that you mention.

  As you know all of the vehicles we sell are pre-owned and sold AS IS. However, we strive to provide excellent customer service and we work with all of our customers when issues arise. We appreciate you working with our team.

  Off Lease Only 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17654798
  
  I am rejecting this response because: The only offer Off lease was willing to give - is to trade in my vehicle, deduct the cost of the damages (they failed to properly inspect) from my appraisal and select another vehicle from their company. This would put a negative equity on top of another car loan. And at this point I would never purchase a vehicle with Off lease again let alone go into essentially a belly up deal for another vehicle with them with the same potential of being a lemon. In my personal opinion this is not a solution or resolution to the complaint I filed. To offer a trade is no more than to let me know of a service they already provide at their dealership. Honestly I can trade my vehicle at an other dealership if that was the case.
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/18/2022

  We appreciate you reaching out regarding the repair issues on your recent vehicle purchase. As you know all of our vehicles are sold AS IS and we encourage each customer to have the vehicle inspected prior to purchase. That being said, as our **************** team has discussed with you, none of our photos or records indicate the damage that you mention during our possession of the vehicle or at the time of sale. It is our understanding that you put approximately ***** miles on the car from the time of purchase.  As you know we have a 5-Day/500-Mile hassle-free exchange policy gives our customers a chance to take their cars out for extended test drives.  We appreciate your business; however, we are unable to provide reimbursement for the repairs to your vehicle. 
  Off Lease Only

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17654798
  
  I am rejecting this response because: I have sent photos of the exterior of the vehicle as well as the tires and rims on the right side of the car. All of which shows the car is in good condition, as far as the exterior goes. My issue with the vehicle is having to replace a whole right axle/ boot and other components that had zip ties holding it together. I have shown them invoices to prove that the damages were due to a previous accident. I have not been involved in any accident since having the vehicle. Ive proved that with the pictures I have sent. I am a travel nurse so it is not uncommon to apply **** miles within three weeks on my vehicle. It is important for me to have a reliable car because I travel for work it is my way of making a living. Off Lease of *************** claims that because there is a scuff on the rim that was not present on the date of sale - it is the reason for them not taking responsibility for the damages. The damages that they also claim have been repaired and inspected. With or without the scuff on the rim; it does not account for the internal damages and zip ties on the vehicle. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/29/2022

  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 and signed the documents to take possession of a 2017 **** Escape S model with ****** miles on July 29th at 6pm, on July 30th right around 1pm we drove the vehicle for about 20 miles and noticed a light shake upon engaging the brakes and thought either the brake pads are bad, the rotors are somewhat warped or some suspension components are going bad... upon returning home we removed the front wheels and proceeded to inspect, wheel barrels fine, brake pads fine, rotors fine - at this point it could be a problem with the cv joints so did a deeper dive to inspect the undercarriage only to find out there is a big leak of transmission oil onto the inside of the undercarriage and oil drops on the main bolt of the transmission itself, this is raising red flags as to why did they mess with the transmission at all so proceeded to try and get ahold of the service department of OFFLEASEONLY in *********, ** where we purchased our car, only to find out that there is no extension # to get ahold of such department, attempted their customer support and got hung upon 3 times. We have decided to return the vehicle again, less than 24hrs of signing the documents and the manager has stated that they will NOT take a return but either fix the problem or exchange the vehicle, they do not have a vehicle in ********* that meets our expectations and we do NOT trust them to fix whatever problem is going on with this vehicle since their service department is unreachable and also due to the number of complaints agains said vehicle repairs. We need this second vehicle to be able to take our kids back and forth from school once this new cycle starts (Aug 2022) and do not feel safe doing so in this vehicle. When I test drove it I felt very little of the problem but didn't think it would turn into this, now seems to be getting bigger. With less than 24hr of ownership and less than 40 miles added we want to RETURN the vehicle and be done with OFFLEASEONLY, nothing more, nothing less.

  Business Response

  Date: 08/08/2022

  We appreciate you reaching out regarding the issues on your recent vehicle purchase. We take concerns such as yours very seriously. According to our records you have taken advantage of our exchange policy and exchanged the vehicle on July 30.

  We strive to provide excellent customer service and we work with all of our customers when issues arise.  We appreciate your business.

  Off Lease Only

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** Fusion from Offlease just a few months ago. After having the car only a couple of days, the transmission failed and the light came on. As a result, the transmission had to be replaced and I was without the car for two months, while making payments for a car that was undrivable. After getting the car back, I noticed the trunk was leaking and apparently has been for quite some time. I tried calling the dealership and emailed them with no response, so I visited the dealership yesterday to resolve this but they did not do anything to resolve this situation. They told me they would speak with the corporate office today and would call me today, but I haven't heard a word. I tried calling the dealership this evening and was told both the sales manager and my salesperson were both busy and would call me back asap. I haven't heard back from them, so now I'm filling this complaint to resolve this issue. When I purchased the car, I was told that all cars go through a rigorous inspection to ensure they're viable to sell. This was obviously false as the transmission obviously wasn't a new issue and the dealer would have had to know about it and the trunk leaks everytime it rains, so that basic inspection was also not done. I put a $6k down payment on the car and have paid about $1k in payments and the car is not safe to even sit in and I can't put anything in the trunk. I can't have my children ride in the car given that there is very likely mold in the car from the leaking along with th ******* heat and humidity.. As I mentioned, I went to the dealership last night but they were not able to resolve my issue. I just want to be made whole. That would be either to be given back my down payment and return the car or given an exchange to be made whole with similar payments. I found a car that I liked but it would result in me paying $200 more per month, which isn't acceptable. I know the dealership has options to make me whole with this car that they sold me.

  Business Response

  Date: 07/25/2022

  We appreciate you reaching out regarding the issues on your recent vehicle purchase. We take concerns such as yours very seriously.According to our records you have exchanged the **** Fusion for a different vehicle.  As you know, all of the cars we sell are pre-owned and sold AS IS, but we strive to provide excellent customer service and we work with all of our customers when issues arise.
  
  Off Lease Only 

  Customer Answer

  Date: 07/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/21/2022

  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 phoned offleaseonly (********* showroom) about a car advertised, they said still available. I drove 2.5 hours to get there. Spent 2 hours doing the paperwork and then they told me they took a deposit on the car the day before. They then tried to sell me a more expensive car. It was clearly a bait car, and today, 3 days later, the car is still advertised as available. They did even offer to refund me for my gas and time! Very dishonest!!

  Business Response

  Date: 07/29/2022

  Dear ****************,

  We appreciate you reaching out on the vehicle availability issues at our ********* store. I can assure you that we do not have bait cars. We understand that at times mistakes can happen with our inventory system,which is why we have had three associates reach out to you to resolve the issue. Unfortunately, we have not heard back from you after those approximately six attempts. Please reach out to ***************************, the General Manager of our ********* store ******************************************* to discuss the situation and see if there is a resolution we can find.

  Again, we appreciate you reaching out that is how we learn and how we can improve our service.

  Sincerely,
  Off Lease Only

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17598967
  
  I am rejecting this response because: This car was still available for sale on their website, THREE days after they told me it was sold. They are clearly lying. Furthermore, they waited until AFTER they did a credit check to tell me there was a deposit on the car. By then the credit check left a footprint on my credit record. Very unhappy
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/08/2022

  Our records show an invoice for a $500 non-refundable deposit received from another customer to hold the specific car that you were looking at before you came in for that car. You are correct, we should have known that the car had a deposit and was on hold for another customer and not available when you came in to inquire about that car. That was a breakdown in our process. If we did not, we should have also offered you the opportunity to put a $500 non-refundable deposit to hold the car the first time you inquired about it. We have reached out to you numerous times to find a resolution for your time and expense, but we have been unable to get in contact with you. Please reach out to ***************************, the General Manager of our ********* store (******************************************************)to discuss the situation. We can also work with the credit bureaus to possibly remove the credit check from your credit record. We would like to help, so please reach out to ***** or let us know a convenient time to call you.
  
  Sincerely,
  Off Lease Only

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17598967
  
  I am rejecting this response because: THREE DAYS later the car was still available.  I also contacted the ** to remove the footprint on my credit record and no reply!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/01/2022

  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 the car on May 13 and had to return it on May 14 because the air conditioner went out and the reverse tail light went out. The dealership did not return my car to ME until May 21. And as of June 30 the car will not crank and will not move. I had the car towed to the dealership and according to the extended warranty I purchased, they say its a pre-existing problem and needs to be repaired by the dealership OFF LEASE ONLY. Off lease only response is they will not help me fix the suv.

  Business Response

  Date: 07/11/2022

  We appreciate you reaching out regarding the repair issues on your recent vehicle purchase. We take concerns such as yours very seriously. According to our records you connected with our service team on July 1 and the repairs were completed shortly thereafter.

  As you know, all of the vehicles we sell are pre-owned and sold AS IS. We strive to provide excellent customer service and we work with all of our customers when issues arise. We appreciate your business and the chance to address your issue. Please let us know if there are any other issues and we will consider this current matter closed.

  Off Lease Only