Complaints

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:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the vehicle I purchased from Gold Key Auto in July 2024. Since the date of purchase, I have experienced ongoing mechanical issues, significant repair costs, and inadequate service from both your dealership and the associated repair shop, A to Z. Despite my attempts to resolve these issues, the truck remains unreliable and unsafe to drive.Purchase Date: July 2024 Down Payment: $2,500 Monthly Payment: $520 Summary of Issues:Shortly after purchase, the truck displayed nine diagnostic trouble codes, indicating multiple mechanical issues.Per Gold Keys recommendation, I paid $360 for an alternator replacement, which did not resolve the issues. At service managers request.Within the first month, I also spent $500 on brakes and rotors at your service shop, A to Z.The truck was returned after two weeks due to continued problems. It later sat at ******** for over a month, during which a timing chain and water pump replacement were performed.Despite these repairs, the oil pressure remains at 14 psi, and the truck continues to shift abnormally hard.When I returned the vehicle again, the shop manager agreed to fix the transmission but refused to address the remaining issues, including the oil pump and other error codes.Since purchase, I have driven the truck fewer than ***** milesnever exceeding 50 miles per trip due to fear of breakdowns and additional costs.Resolution Requested:Given the ongoing mechanical failures and the significant costs I have incurred for a vehicle that has never been in proper working condition, I am requesting the following: Full Refund If Gold Key Auto is unable or unwilling to resolve this issue i will be filing for arbitration through (AAA) ******************************** also www,adr,org.Having called and spoke with 3 mechanics of their choice i see no other resolve than to let the unsafe vehical they sold without inspection be returned .

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a car with Gold Key Auto in April 2024 the car has been in the shop 5+ i had issues with the car the day after i bought the car and the issues with the car has not been fixed i believe they lying about the issues with the car and there not fixing with the told me they would fix over the phone. they lied and said someone put sugar in my tank and that was not true every time i talk to then they are very rude and tell me my issues have nothing to do with them and they have other people to sell. They keep adding repairs to my car not as well. I am paying a car not and i don't even have the car to drive due to it breaking down ever other week i would like to give them back the car and have them not put it om my credit.

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive received a vehicle on the 27th of November 2024 which is a 2012 Chevrolet Malibu and had it until the 15th of December due to it unable to start up. I went to work that day and the vehicle was started delaying when Ill turn it over and off. After that while driving my engine was really loud and sounded like something was loose and slipping. I let my car rest my whole shift and when I got off to start it and attempted to go home it wouldnt start up. Ive asked ******, My occupation, about a jump and one of the security guards attempted to help me out but was a failed attempt. He used a mobile jump starter and his own vehicle and the only thing that came on was the lights but still wouldnt start up. I called gold key the next day and the service manger had the vehicle towed and had it since then even until this day. Last thing Ive received from them was that the vehicle was at MC tire automotive checking on the electric system since the 17th of December. I contacted them about seeing if I can do anything until the vehicle was fixed and they told me they cant do anything. I want the truth that theyll fix my vehicle if I pay my note cuz I am behind on a payment and Ive heard from other ppl that they be doing that. I also either want another vehicle or my money back due to this because I couldve been out in another city/state when this occurred and couldve been in a bad situation knowing its winter.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle back in the end of August and had the transmission go out 2/3 weeks later. I had no vehicle for over a month and a half and they refused to give a loaner vehicle. I paid out of pocket for ubers/lyfts because of this. Along with when I first bought it, I let them know that the A/C wasnt working and that the serpentine belt needed to be changed. Well they had a shop Fix the ac but the ac went out again within the day so it wasnt fixed at all and I went on without a car for a week then. Then my serpentine belt gave out on me and when i replaced it they refused to refund me any money because it wasnt on a contract. I had clearly let their salesperson know that it needed to be replaced but she didnt put it down. A couple months later my engine gave out and they ordered another bad engine which also had to be replaced. Then this third engine needed an oil/water pump to replaced leading me to believe that they arent really repairing the vehicle, they are just making it last till the end of my warranty. Also, the transmission they had put in after my first one gave out is starting to clunk and miss shifts. They sold me a lemon vehicle and refuse to properly fix it only bandaging it for it to run out of warranty. There are HUNDREDs of reviews of them selling multiple vehicles in these same conditions. All I ask is for them to buy back the vehicle and remove the loan without it negatively affecting my credit score so I can go elsewhere to buy a vehicle. It has been about a month and a half without one and it is affecting my day to day life.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gold Key Auto Credit Inc has a 18 month or **** mile warranty on there used vehicles. On Friday 1/19/24 my car began running rough and the engine light came on. I called and left a message for their service department. No one called me back. I called again on Saturday 1/20/24, and Monday 1/22/24. I was not called back until Monday, 1/22/24. On that date they did come and tow my car for service work within the hour. I requested information on the timeline that the vehicle would be gone and I was not given a direct answer by **** who referred to himself as the service manager. I asked if I would be given a loaner and he stated "we do not have any and we do not do that" and suggested that I rent a car. I let him know that I was unable to afford this and that I just needed to know what the timeline for repair would be. He stated that he would have ***** in special accounts call me. ***** did not call me. I called back several times on Tuesday and left a message. No one has called me or answered the phone in the service department so I called back and talked to billing who transferred me to a different mailbox. I have been calling again today and again no one is answering the phone and I do not know where my car is being serviced so I cannot call the garage repairing my vehicle either. In the meantime I am expected to be able to continue making payments without the vehicle I use to travel to my job to make the money to make my car payment.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle a 2008 dodge nitro I bought it on a Saturday by Monday the check engine light came on I reached out to them to see why Is this light on I came in they told me it need to go to a-z auto to be fixed but first they had me to it to there oil change place that DID NOT PLACE OIL IN THE *** TO WHERE THE ENGINE LOCKED I asked to use a user car they let me use a **** suv that was worse then my car then they placed me in another car cause I had a family emergency I had to keep calling them and the place that was working on my truck to see what's going on nobody reaches out to me but they want me to keep Making payments on a car I don't have A to z tells me they been done with the car and gold key has it I called them they said they had to send it to another place cause the ac compressed don't work then they called that Thursday saying it's done after they said they don't know when it will be done I get the car then boom it still saying check engine light and something with the 4x4 the manager say no its fine I leave then a day or so later it's smoking and shuts off I call telling them about the issue I'm telling them I have a funeral out of town to attend he say oh well get a rental but they want me to make care payments I just want out the contract or a new car he said no to the new car cause it's to much paperwork my thing is i reported issue less the 48 hours I've had this car 3 month only drove it for 2 weeks total this car been in the shop basically ever since I got it they need to do what right ***** don't return calls and **** is very rude they deserve to be shut down

• Initial Complaint

  Date:07/11/2023

  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 purchased a vehicle, 6 days later the engine went out. It hasnt been 2 months yet, and the engine is out again. They are expecting me to pay for a rental out of pocket, and to be carless for up to 21 days. Even after i told them i didnt feel safe being in the vehicle, they stated There was nothijg they could do.

  Business Response

  Date: 07/27/2023

  To whom it may concern,

  We did offer our customer to exchange vehicles right after the sale after she had requested this. We had a hard time making contact with her. By the time she had come in to swap out vehicles her vehicle was done getting the motor replaced under warranty and was ready. This time around we didn't have any plates available to put/ use for a loaner as they were all currently out on loan. Loaners per our paperwork are not a mandatory or expected item but if we have one available and can help our customer we always try and do so. Especially for a bigger job like a motor or transmission claim. Currently we are working with the warranty company from the company who we purchased the last engine from to get a replacement. We do use great shops but unfortunately sometimes you can't predict the future of a used engine. The customer may call back every couple of days to check on availability of a loaner.

  
  Thank you,
  
  *******************

• Initial Complaint

  Date:07/05/2023

  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 had purchased my **** Escape from ************* on May 5th. I previously had two cars from their ****** location WITHOUT any issues . I paid $1700 for a down payment and $1000 for two months of payments to my loan. My car needs a major repair already so I had it towed to ************* solely based on them doing the most recent oil change. ********* contacted me and informed me that ************* knew that the cylinder head was faulty and needed to be replaced. They declined fixing it. Needless to say I confronted Gold Keys mechanic manager and he told me they took it to *************** in *********** to get a second opinion. The manager only drove the vehicle, as he told me over the phone. ********* had the engine apart and saw the cylinder head was bad. The mechanic manager gave me a new copy of my warranty and said to me "you have a warranty anyways so it will be taken care of". The car has been at **** **** for three weeks now with no date on when it's going to be repaired. I've spent $900+ out of pocket for a rental car as I have to go to work. I'm a supervisor at ***** foods in ****** and cannot miss work. Gold Key never offered a loaner vehicle and ********* has none available. ********* has given me the paperwork showing the recommendations which shows the cylinder head on there .

  Business Response

  Date: 07/27/2023

  To whom it may concern,

  ************* always strives for customer's to be happy with their purchase. Our customer is accurate that the shop did recommend this repair when they had it. The vehicle at that time was at the **** dealership for recall work to be done. We typically use other vendors/ mechanic shops for our recon and customer work.  Typically in our experience there are a lot of shops out there that cater to the retail market. Many of them will try to "upsell" on unnecessary repairs in order to increase their sales, even if the repair isn't necessary. Knowing this our service manager took it to one of the other mechanic shops after the recall work was done at the **** store. The shop we took it to looked into the situation and drove the vehicle. That shop said those repairs were not necessary and the vehicle was good to go. There was no engine light on at the time of sale. The customer test drove the vehicle before purchasing and didn't mention noticing any issues as well as refused on taking it on a mechanic inspection prior to purchase. The vehicle then was driven for approximately **** miles and one month before having any issues. Given that we were advised that the vehicle didn't need anything prior to us selling the vehicle and that the customer had purchased a service contract we advised that he contact the service contract company for the next steps. 

  In regards to not offering a loaner. The customer did not ask us for a loaner originally or if we would help in those regards. Typically the dealership or mechanic shop that is performing the repairs can choose to offer a loaner if they have a loaner program. Since the vehicle was at the **** dealership it was perceived by us that if he needed a loaner he would have asked the dealership doing the repairs for help with a loaner. The customer rented a loaner then was asking for reimbursement but the loaner was a Jeep Renegade and wasn't the same level of vehicle that he had purchased. We believe there were free loaners available at the **** Dealership at the time the vehicle was dropped off to them because we know of someone else that was offered on there around that same timeframe.

  We told our customer to reach out and keep us in the loop through the process and if he needed any help working with the service contract company we could help advise or give any assistance necessary in regards to helping communicate with the service contract company. We have not heard back from the customer in that regard.

  Thank you,

  *******************

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20273046
  
  I am rejecting this response because:
  I was not offered to have another mechanic look at the vehicle, nor did they mention it at all during the purchasing process. I had rented the cheapest vehicle available which enterprise had an online deal that I reserved and they picked, it was the cheapest option available at the time. They did not have any other vehicles other than the jeep they gave me. They were the only ones with rentals available for weeks. ********* did not have any loaners available as I had called almost daily to get one. Gold key was aware that they're weren't any loaners as ********* had directed me back to gold key and I had told the sales manager of what was happening. Both parties seemed that the other party should be responsible and didn't help me on either side. Any time I tried to get help with anything from Gold key they were less than helpful. I never had this issue with their ****** location. 

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

  Business Response

  Date: 08/07/2023

  We are always ok with our customers taking the vehicle to a mechanic for inspection. We have a sign in our lobby saying that we recommend taking a potential purchase to a mechanic for a pre purchase inspection. If asked the customer would have been allowed to. We would have just wanted to know where they were taking the vehicle and an estimate of time of how long they would be gone with the vehicle. Our customer signed both the Buyers Guide stating "AS IS - NO DEALER WARRANTY" as well as the We Owe You Owe form stating what we owed the customer or what they would owe us after the sale took place. We were never asked if we would cover an invoice if the customer were to get a loaner before the customer went and got the loaner. We were only asked afterwards if we would reimburse the bill. If asked prior we may have been able to get a discount being a dealer or shopped other loaner car companies if we didn't have one available. If being asked to reimburse for a bill we would want to have approved and had a mutually agreed arrangement prior to the customer initiating business with the rental car company. If we chose to help with a loaner and didn't have one of our own available to help with. Our sales manager did mention that his son's truck went into ************* around the same time our customers vehicle was there and they had offered him a loaner. 

  Thank you,

  *******************

• Initial Complaint

  Date:05/31/2023

  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 car from Gold Key Auto Credit on February 18, 2023. I paid for registration that I never received. After inspecting the car, I signed the paperwork and took it home. On inspection at home, I noticed my driver's side seat belt was frayed, almost completely through. When I reached out to Gold Key, I never received a response. I made my payments, with the exception of the first one which was not automatically paid as I had requested and signed paperwork for. That first payment was made up. I never received registration after my temporary tag expired. I never received another call in regards to what I had requested help with. I missed a payment in May, but only owed $320, when the car was repossessed. My monthly payment was $520, so I wasn't even a month behind. I called and asked why it was repossessed, as my paperwork said it couldn't be unless I was an entire month behind, which I wasn't. The only times I was contacted was during my work hours and when I attempted to call back, I only got a busy signal. I sent an email, asking about the problems I was having with the vehicle and for the reason for the phone calls, because a reason was never given. My car was repossessed today, May 30, and I was told that I can't get it back without paying an additional $1000, which isn't even what's owed, and doesn't take into consideration the repairs needed to make the car sellable.

  Business Response

  Date: 06/06/2023

  Please see attached response letter above.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20122028
  
  I am rejecting this response because: I did reach out to Gold Key.  I work where I cannot answer phone calls during the day.  Sometimes I'm not done with work until after their office closes.  I never answered a call, laughed at the representative, and hung up.  When I called about the car being repossessed, I was home sick from work.  I was left messages that were rude and had no information about the reason for the call.  I also called and received a busy signal on multiple occasions when I'd call on Saturdays.  When I texted or emailed, I received no response.  If better communication is needed, then that is a two way street.  I just want this removed from my credit as they have the vehicle back.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/23/2023

  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.

  Want the car replaced refused to do so sold me a car with rotted frame refuses to put ** in better car accuses ** of the rotten frame because we put ***** miles finance manager rich on it and dont appreciate being accused of it and also repair ********************* told me to file a complaint with my insurance when the mechanic I had look at it may 22 -23 said it happened before we bought it the photo of the paper says the car is unsafe I told them that gold key and they dont care pretty much not paying off a car that is not safe