Business Profile

Used Car Dealers

Auto Lenders

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Auto Lenders's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

71 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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Submit a Complaint

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:07/31/2024
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.
Radio on car has intermittent issue where the monitor doesn't work. Purchased Certified used car in March. Returned to their shop for repair or replacement. They refuse to fix it. As this is a safety issue, I really need it fixed.
Business Response
Date: 08/02/2024
We have spoken with this customer and are working together on a resolution.
Initial Complaint
Date:07/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle from auto Lenders in ************ and the color of the vehicle is dark blue. I took my vehicle to get it detailed and buffed and it was bought to my attention that the back bumper was a different shade of blue from the rest of the car and it was attached by a s**** which made it appear that my vehicle was involved in an accident prior to purchasing. I called Auto Lenders to inquire about it and to see if it could be fixed. I was told by the Auto Lender's staff that they could not repair it and it was nothing that that could do. I feel like I was taken advantage of because I am a woman and if I had known the vehicle was involved in an accident I would not have purchased the vehicle.
Business Response
Date: 07/31/2024
We have spoken with this customer, the vehicle was purchased over 1 year ago and there has been over ****** miles put on the vehicle since purchase. We have an appointment set with this customer to come in to our Service ********************** this week to see what can be done to assist them.
Initial Complaint
Date:07/09/2024
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.
When purchased the vehicle in December I obviously didnt check if ** was working at the time with it being winter. I reached out to them took the vehicle back and they wanted to charge me for having the ** checked. After me informing them the car was sold with a malfunctioning **, they put Coolant and it worked while there. Then again stopped working, made another appt to get it fixed i didnt go to appt cause ** was working once again. Then didnt use the ** for a few days and now its not working at all. Blowing hot air once again. I have called left a message and have not heard back.
Business Response
Date: 07/09/2024
We have spoken with this customer and are working together on a resolution
Initial Complaint
Date:07/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 20, 2022 I purchased a 2011 ****** Venza in person at an Autolenders dealership in *************, **. The car was billed as having past 100 inspection points including all major systems. After 10 days I experienced issues with the steering and brakes. I brought the car in to the nearest dealership's Service Center. I was assured this issue was not due to the steering but was an alignment issue. They told me new brakes and an alignment would resolve all of my concerns. The third issue I noted, at this time, was a whistle-like noise emanating from the A/C unit. Over a few weeks time in Oct 2022 new brakes and struts were put on and the alignment was done. They also addressed the "whistle" with a blower motor and cabin air filter replacement. This did seem to improve conditions a bit although the steering would be wonky and slightly off over the duration of ownership. Then in June 2023, after 8 months of owning the car, the steering became non-functional rendering the car unable to be driven. Other issues that have arisen are the A/C unit not functioning and 1 rear tire not staying inflated. So, I have a vehicle that I cannot drive with a very costly repair that the dealership should've handled if they had properly inspected/reconditioned the vehicle as advertised but instead this cost and who knows what others in the future have been passed onto me. It should be noted that a car with faulty steering is incredibly dangerous. A driver can be placed in mortal danger. As it stands, I currently own and pay for (monthly car and insurance payments haven't stopped). Being without a vehicle for the past year has cost my family strain financially for incurring the cost of having to pay for outside transportation (regular car services and rentals). A business shouldn't expect all profit and it's not right to put profit over people no matter how much it boosts your bottom line. There is a cost to doing business. Unfortunately, Auto Lenders doesn't want to pay it.
Business Response
Date: 07/08/2024
This customer let us know they would prefer work through email, we sent this customer a request for documentation on 7/3/24 and have not heard back
Customer Answer
Date: 07/17/2024

Complaint: 21924349

I am rejecting this response because:
On the date mentioned (7/3/24) I was in communication with an Auto Lenders rep named Nikolas. He emailed me to request documentation of the vehicle's disrepair. He stated he would be out of the office from 7/4/24-7/8/24. Given his messaging and the holiday weekend I resolved to gather the materials in the midst of this. I sent an email on 7/9/24 containing the documentation requested. To rush to the BBB complaint board with the response that I did not get back to them is disingenuous. It's just more of the same of what I have been subject to in my dealings with them since the onset. It should also be noted that I have requested that communication between myself and Auto Lenders be via email only. I have received multiple phone calls even after this was stipulated to which I have not responded for obvious reasons.

Regards,

*****************************
Business Response
Date: 07/25/2024
This customer has owned the vehicle since September of 2022 and has put over ****** miles on the car.
We provide a 6 month/6,000 mile warranty with each vehicle, this vehicle is well beyond the warranty point guidelines and there was no extended warranty purchased.
We offered this customer assistance with a free diagnosis which was declined.
We also offered the customer assistance on pricing based a full diagnosis from a reputable ****** dealer
Customer Answer
Date: 07/31/2024

Complaint: 21924349

I am rejecting this response because:
Autolenders is participating in the same conduct they have from the get go when I first began having issues with the vehicle a week and a half into ownership. They keep bringing up mileage and how much it has been driven. This is not a valid argument. They, instead of taking responsibility for selling me what is essentially a lemon, are continuing to try and place the burden of this vehicle's current state of disrepair on me. I will refute this mileage nonsense with one simple statement. I am not a mechanic. The average car buyer isn't. If you bring your car to a dealer's service center (like I brought mine to AutoLenders) and they tell you the wonky steering is due to the vehicle's alignment being off and not a major component of the steering going out and that the whistle coming from the A/C unit is just a dirty filter and not the car's HVAC going bad, you believe them. Cause they're the experts. So they fix (in my case put bandaids on) the problems and send you on your way with you thinking that's the end of it. So, it comes as a shock to you 9 months into ownership (Oops. Missed that six month warranty window by thiiiiiiss much) when the vehicle's steering goes out while you're driving and you realize you were driving around in a death trap. By the ***** of God you weren't on the highway yet that you were approaching and only minutes from your residence so you could turn around and park the car for good. The bottom line is this: AutoLenders swindled me. The issues I presented early on that the car was having were downplayed. I overpaid for a car that was misrepresented throughout the entire buying process and beyond. Instead of fixing the issues (which shouldn't have been present if the vehicle was actually reconditioned like they advertised prior to sale) they patched it up just enough so it would last past the warranty period betting on the belief that when the patchwork eventually failed, which it did, I wouldn't be the wiser and would just accept them passing the buck to me. As for declining their offer to diagnose the vehicle, let me ask: If a company has lied to you, made falsified claims about you and your experience, showed serious lack of integrity, and defrauded you out of your hard earned money, would you trust them to make a fair assessment about the extent of damage to a car they sold you that you are seeking restitution for?

Regards,

*****************************
Initial Complaint
Date:05/23/2024
Type:Product 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 car through Auto Lenders of Exton and purchased an extended warranty administered through All State. The contract states, that if I am to cancel the contract prior to expiration I would receive reimbursement. They also indicated I had to go through Auto Lenders of Exton to receive the reimbursement in the amount of $1,971.85. I have contacted Auto Lenders to start the cancellation and have had to send numerous follow *** as most of my emails have gone unanswered. 4/11/2024: contacted Auto Lenders of Exton and spoke with an individual. He needed a picture of the milage and would send that on to his manager to start the cancellation process. Picture of the mileage was sent the same day. No response received from the manager.4/18/2024: email sent to the original individual I spoke to and see why the manager had not sent me an email. The manager responds with only a PDF of the cancellation form, no instructions or request for additional documentation.4/19/2024: I sent the cancellation form back to the manager.5/1/2024: sent an email to follow up as I did not hear back from him. He called to ask the same questions listed on the cancellation form and told me that I would also need to provide proof that the car was paid off. This was never communicated in any of our exchanges. I sent a copy of the cars title the same day.5/15/2024: sent a follow up as I did not receive any response.5/23/2024: I contacted All State to see if the cancellation has been processed or submitted and they indicated they haven't received anything from Auto Lenders of Exton in this regard.5/23/2024: sent yet another follow up as I did not receive any response. Still waiting.I'm not sure why it takes 2 follow *** to get 1 response with zero resolution over nearly 7 weeks. I sold this vehicle in April and waiting on nearly $2k and nothing has even been submitted.
Business Response
Date: 05/28/2024
We have spoken with this customer and worked together on a resolution, all is good!
Customer Answer
Date: 05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************************
Initial Complaint
Date:05/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle through AutoLenders in 2021 and purchased the extended warranty via Allstate. My car was towed into the service center on 4/16. I previously had an appointment for my car on 4/17. On 4/19 I still heard nothing from AutoLenders. I contacted Allstate who informed me they were trying to contact AL to let them know ALL work was approved and assisted me with a rental. On Tuesday the 23rd AL informed me they finally heard back from Allstate and would begin the work on my car and that I was approved for a rental which was the case as of 19th. I was informed my car would be repaired in a weeks times and no extension would be given for the rental and that I would need to return it by the 26th. On Friday the 26th I sat down with a salesrep and finance manager to explore the possibilities of a new car. The deal did not take place. On Monday the 29th I inquired when I could pick up my car. I was the beginning of May most likely. I called Allstate and they informed me the claim was closed and paid for. I still have no car, it sounds as though AL knowingly committed insurance fraud and something needs to be done to rectify this situation.
Business Response
Date: 05/03/2024
We have spoken with this customer and eased their concerns. They will be working with our Corporate team going forward if any new concerns arise in the future
Initial Complaint
Date:03/05/2024
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 an extended and full warranty for the vehicle. I did not know nor was I made aware that my vehicle was a ******** vehicle. Last spring I was driving and my dash board lights went out - I cannot see my speed or any warning lights for car. Despite diagnosing the part that was broken auto lenders had delayed and given me multiple excuses for the past 10 months stating the issue is the car is ********. Im frustrated with calling repeatedly and leaving messages that are never answered or given an excuse that never is followed up with.
Business Response
Date: 03/06/2024
We have spoken with this customer and are working together on a resolution
Initial Complaint
Date:01/16/2024
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.
Brought a vehicle that has transmission issues. Brought the car back about 4 or 5 different times for the same issue. And the same problem continues. They even had my car for about a month or so. I know what a slipping transmission is and that's exactly what's going on with this car. I'm requesting a refund for downpayment, monthly payments, and insurance payments. or the value of this car drop by 90% because this a lemon
Business Response
Date: 01/16/2024
We have spoken with this customer and are working together on a resolution
Customer Answer
Date: 01/30/2024

Complaint: 21150786

I am rejecting this response because: Hey ********* this is ******************* and *************************** contacting you in regards of case ID # ******** - **********************.
We are letting you know that the case have yet to be resolved and still having the same problem. I was told that BBB always get companies to respond and they have been responding and checking in often but now it's feeling like nothing has been getting done just a bunch of sweet talk. I wanna keep applying pressure because I feel we were sold an lemon. Like I said before I feel we are *********** an refund for downpayment, monthly payments, and insurance payments. or the value of this car drop by 90% of what the value price was day of purchase with the rest from down payment and monthly payments gets refunded....because this a lemon.

Regards,

*******************
Business Response
Date: 02/07/2024
We have been working with this customer and will continue to work with them until their concerns are addressed
Customer Answer
Date: 02/07/2024

Complaint: 21150786

I am regrettably compelled to decline this response due to the following reasons:
The matter has yet to be resolved and we have been engaged in this process for several months. In fact, the issue has persisted since the very beginning, within the first week or two of acquiring the vehicle. The back-and-forth correspondence is becoming increasingly inconvenient and, frankly, unfair to me.

Regards,

*******************
Business Response
Date: 02/12/2024
We spoke with this customer last week to setup a meeting with our Director of Service however, we have not heard back from them regarding a day and time to meet.
Initial Complaint
Date:11/22/2023
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.
we myself and fiancee *********************** were totally lied to with promise of a *********** approval they said they woul d pull our credit once t hey pulled 4 times which was not approved by us at all this is fraud and i have been in touch with experian we still got no car this company RIP OFF THEY ARE BASED OUT OF **********
Business Response
Date: 12/12/2023
This customer came to ********************** with a 3rd party pre-approval, upon contacting the lender the customer was not approved for purchase. We attempted and were able to secure financing through a different lender which was not applicable to the customer.
Customer Answer
Date: 12/17/2023

Complaint: 20906379

I am rejecting this response because: BECAUSE THEY RAN OUR CREDIT MORE TIMES THAN GIVEN PERMISSION AND UPON CONTACTING CAPITAL ONE 3RD PARTY LENDER WE WERE SUPPOSED TO BE APPROVED THEY WOULD NOT WORK WITH BUDGET WE PRESENTED

Regards,

*************************
Business Response
Date: 12/21/2023
This customer came into our showroom and signed a credit application allowing us to secure him financing. We did secure financing through an outside bank and the customer declined their terms.
Initial Complaint
Date:11/03/2023
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 have working with Auto lenders many times over the past few years and had nothing but good experiences up until October of 2023. After agreeing to sell my car to Auto Lenders, they told me they would get the payoff quote and title from the loan company and call me back. After calling back multiple times and following up they said they were waiting on the title. Today 11/3 after calling my bank and confirming they had the title I called Auto Lenders to let them know. I spoke to a representative out of the *********** office by the name of ****. He was very rude on the phone after explaining I have been constantly following up with them and being a returning customer he proceeded to lower the offer on my car after asking to speak to a supervisor. He connected me to a supervisor who was unhelpful as well. I would not recommend doing business with this company and choosing another
Business Response
Date: 11/14/2023
We have been working with this customer for a while. He is in the process of selling his vehicle to us. There is a holdup with his bank not being able to provide the title to the vehicle. We will continue to work with him until his bank is able to provide the required documentation
Customer Answer
Date: 11/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

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

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Auto Lenders is NOT a BBB Accredited Business.