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:01/22/2025

  Type:Product 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.

  On December 23, 2024, I purchased a **** ****** ******* from IAuto/Superior Auto Exchange for $11,968.20 ($2,400 down payment and $9,568.20 financed). The salesperson, Zack R*******, assured me the vehicle was in excellent condition despite its high mileage (120,000+) and that it included a 24-month engine and transmission warranty, reflected as a $2,000 service contract charge in the documents. After the sale, I discovered that the $2,000 charge was for a paint and seat protection warranty, not the promised engine and transmission warranty. When I returned to the dealership on December 24, the finance manager, Sarai S*******, confirmed no such warranty was included. She offered a third-party warranty through *** Company, which I accepted. On January 16, 2025, I took the car to a mechanic for issues including a burning smell and screeching brakes. The mechanic discovered blown head gaskets leaking oil into the coolant and rear brake pads worn to metal on metal. These were confirmed as pre-existing conditions. When I contacted Zack R*******, he referred me to the warranty company. However, the warranty was limited to $3,000, while repairs exceed $4,000. The warranty company also required me to pay for engine disassembly to approve repairs. I returned to IAuto, requesting they cover repairs or the remaining balance after warranty coverage. The manager denied the issues existed at sale, citing only visual inspections were conducted. No service records or reports were provided to support their claim. Given the severity of these hidden issues and their pre-existing nature, I strongly believe the dealership misrepresented the vehicle’s condition.

• Initial Complaint

  Date:10/18/2024

  Type:Product 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 car on Oct 7,2024 I put 2200 down payment on car, drove off lot 20 mins later had to bring back to superior auto exchange their mechanic worked on it for 2 hrs gave it back 10 mins later same problem I was informed by sales person ( Serai) to take it to dealership ( *******) . ******* gave the price to fix the problem (1708.24)$. It's seems that superior doesn't want to fix the problem but now I'm responsible for a car payment (350.00) but I have no vehicle.

  Customer Answer

  Date: 11/01/2024

  11/1/24 per phone call from customer checking status she has not heard from the business and is contacting a lawyer

• Initial Complaint

  Date:07/15/2024

  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 purchased a paint and fabric warranty through this dealership when I purchased my **** ******** **** on 7/18/2023. The phone number that I was given for the “administrator” of my warranty “***** warranty corporation” when I try to call them to schedule repair goes to a recorded voice message about medical alert devices and about deals on cable TV and internet. I can not get to anyone to fix the rips that have occurred in the seats of my vehicle. I have attempted to contact the dealer all going to an answering machine and no calls returned. I paid $399 for this 12 month warranty and I can not use it as I am not able to get ahold of anyone to do anything with it. I feel like I was scammed out of $399 from the dealer.

• Initial Complaint

  Date:08/20/2023

  Type:Product 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.

  July 29, 2023 Superior Auto (iAuto - Triumph Auto) 3251 Highland Ave, Cincinnati, Ohio 45213 had me sign a new contract after I told the salespeople that I was not in a position to make any legal decision. I was having a car returned to them and would not be dropping it off but was told that I may need to sign papers to do so. So I explained to current situation, and it was not taken into consideration. After sitting there for sometime I no longer was able to make any decision. Not really sure what happened there after, but I know I left and went to sleep in my daughter's car. I was woken up to sign; what I discovered later to be a new contract rather than the paperwork to return the car. I called Monday but did not get an answer. So on Tuesday when I was having the car returned, I was told the car was mines. The business is Triumph Auto, but they worked with me under Superior Auto and called under iAuto also. Then on Tuesday they said that they would repair those issues that made me return it in the beginning. A week and two days later went to pick the car up and realized there's more damage. The hood that was to be fixed was not fixed it still wobbles and the latch is loose. I uploaded the pictures of how it was returned. This business is an a as-is auto business, but I was to receive repairs on the hood (per the contract that I should not have been signed) still not repaired and as I said before they caused damage to the front end.

• Initial Complaint

  Date:07/27/2023

  Type:Product 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.

  We purchased a 2013 BMW X5 from this seller on 07/06/2023. Once received, we immediately noticed the vehicle wasn't washed or detailed. We tried to take it for a test drive and within 2 miles the check engine light came on stating "ENGINE MALFUNCTION" Engine operating at reduced output. Possible to continue. Drive with caution. Have the system checked by the nearest BMW center. We had to immediately take it in for repairs. We were informed the sellers auto technician thoroughly checked this vehicle out mechanically prior to shipping and it passed a 19 point inspection. Additionally, the passenger side seatbelt must be latched while driving, if not it alarms/beeps until it is connected. This warning can't be disabled due to it resulting in a safety violation/hazard, which could cause the airbag not deploying if the vehicle is in a collision. The rear tires have less than 1000 miles of tread which was not displayed in the pictures on the website nor were the damages on three of the four sides of the bumper and the damage to the door and handle. The driver side interior door panel is broken away from the door and will not reattach and two of the four handles inside the vehicle were melted. Finally, we were forced to purchase an extended warranty for paint and fabric protection. The two front side panels need clear coat repair. I called the warranty company, and the number was disconnected. This has been a very disappointing experience and we would like immediate remediation after paying $14,583. The current out of pocket cost are as follows; repaired the check engine light 525.76, cost to replace tires 1,584.36 outside bumper and door is approximately 500.00. Total OPC 3,009.12 which includes the warranty reimbursement of 399.00. Cost to repair the seatbelt error and handles are still pending. We are aware we purchased an as is no warranty, but the vehicle wasn't what was displayed. Several calls were made with no response from the dealership.

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising 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.

  On Monday July 10th I reached ti to the dealership in regards to a 2014 BMW for sale. I was contacted by Ryan S******. He explained the car was still available. I explained that I would like to purchase the car but would need to have it delivered. Ryan informed me that would not be a problem. I was then approved for financing. At 3:43 pm on Monday, I sent a down payment to superior auto exchange. Ryan explained not to put it was for a purchase as there may be a fee, so while on the phone with Ryan I sent the money via Venmo using a “??” emoji in the subject line. At 6:50 pm that same day I received call from the finance manager. They would be sending the paperwork via email for me to e-sign. That was completed at 7:11. As of today, July 14th, I do not have a car nor do I have a delivery date. I have reached out to the dealership on several occasions to get an estimated delivery date. Each time I’m either given an excuse or Ryan refuses to respond to my email or take my call. I just need a delivery date or my down payment returned and the loan removed from my credit report so that I may continue shopping for a vehicle.

• Initial Complaint

  Date:07/11/2023

  Type:Product 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.

  On July 5th , I went to Superior Auto Exchange to purchase a vehicle , I test drove a **** ******** *** , After the test drive , I pointed out a few things that I wanted fix to the salesmen name Grant , He assured me along with this lady who was supposed to be boss and the finance manager that everything would be fixed , I signed the contract and give them 1000 deposit , But i didn't take the car , Itold them to just fix everything and call when its fixed , I was told that the powersteering sensor had to be replaced and the would fix the blindside light on the rear view mirror that wouldn't go out , The bottom light on the front bumper , The rear view mirror was cracked would be fixed July 8th , I was told the everything was fixed on the car , That's when I took the car off the lot , They were so nice and made me feel like my concerns about the vehicle would be taken care , On my way home from the dealership , The power steering light came back on , The blindside light came back on in the rear view mirror , When I got up to 65mph I heard thumping noise in the driver side wheel , When I made it home , I looked around and noticed they did'nt repair the passenger side rear view mirror , Nothing was fixed and I discovered more issues , So, Monday July 10th I took the vehicle back to the dealership , Me and the finance co. Agreed that I would be giving the car back to Superior Auto Exchange, When went in to give them the keys back and I asked for my 1000 deposit back , The finance manager reacted with so much anger , So I called the police, The first thing the officer said , I've gotten numerous call about this company in the past about them not giving their deposit back , After the officer talked to the finance manager, He told me this wasn't a criminal matter , The manager now is telling me that I'm wasting to officer's time and take the car or call a Uber and he wanted me off of the lot , No car , No deposit , No deposit receipt. This was the worst ever for me

• Initial Complaint

  Date:06/16/2023

  Type:Sales and Advertising 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 called this dealer on 06/15/2023 to inquire about a vehicle i saw listed online. during the conversation we spoke about lowering the price and we came to an agreement for an out the door including taxes price. I informed them I lived 90 minutes away and would head up to test drive and purchase vehicle if everything checked out. Upon arrival the first issue was damage to the vehicle that was repaired not listed on the car facts or mentions. the second issue was the sales price we agreed upon over the phone was then switched, and they used the excuse there was some miscommunication, and they never meant to agree to the sales price being out the door. we haggled for about 20 minutes, and they refused to come close to honoring the original out the door price they stated over the phone. the 3rd issue was when the extended warranty gentleman proceeded to give me the wrong price multiple times on the 6-month price until we get the paperwork in front of me just to entice me to pay for a 24 month warranty instead. I believe he was not upfront with pricing initially and wanted me to spend the additional amount. The 4th and last issue were a 2,000 plus mileage discrepancies from what I signed paperwork for and what was listed on the website from what was on the mileage gage. the miles listed on everything was 101,368, however the actual miles were 103,410. Overall, this dealership was very dishonest and not forthcoming about anything and very unprofessional with the handling of information.

• Initial Complaint

  Date:05/21/2023

  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.

  They let a mom and daughter drive off of the lot with an illegal vehicle, for the family’s 17 y/o son. The vehicle has a straight pipe, which is illegal in in KY and OH. When Cy was called about the vehicle being illegal, he said that their mechanics only check the engines and they would do nothing to rectify the situation.

  Business Response

  Date: 06/02/2023

  We apologize for any possible miscommunication/misunderstanding between any member of our staff and your family. We are a used vehicle dealership that sales every vehicle "As-Is" (as per your paperwork) and in doing so we highly

  encourage all customers to take their time inspecting any vehicle they are interested in purchasing. We allow customers unlimited time to inspect their potential vehicle and even encourage them to take them to their own mechanic should

  they be uncertain of any mechanical issue or question. We also have no limits on the number of test drives or inspections they wish to do. But as several pages of the paperwork that was signed repeats, all vehicles are sold "As-Is". If you would like a copy of your buyers guild specifying the vehicle as an "As-Is" purchase we would be happy to supply that to you. 

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I don’t believe something that is illegal should be sold. 
  Regards,
  
  **** **********
  

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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.

  THIS COMPLAINT INVOLVES MISREPRESENTATION, OMISSION, ALTERATION OF DOCUMENTS, TAMPERING WITH RECORDS, FORGERY, AND UNAUTHORIZED USE, IN VIOLATION OF THE CONSUMER CREDIT PROTECTION ACT (CCPA), TITLE 15, CHAPTER 41 -SECTIONS 1601-1693r. PLEASE SEE ATTACHED FILE(s) A-F

  Business Response

  Date: 01/13/2023

  To whom it may concern,

  Since the desired settlement stated by ****** **** *** in his complaint is to have a correction to his credit report, our only suggestion is that Mr. **** *** contact his creditor and/or bank in order to accomplish that. We are a car dealership and have no authority over consumer/credit reports whatsoever.

  Sincerely,

  Kenneth "*********" I, Administrative Manager
  iAuto & Triumph Cincinnati
  ** ************* **** ****

  Business Response

  Date: 02/07/2023

  After reviewing the consumer's rejection, we acknowledge that they intend to pursue other avenues of resolution, and we wish the consumer the best of luck in doing so.

  Customer Answer

  Date: 02/09/2023

  CONSUMER ****** COMPLAINT REGARDING THE BLATANT DISREGARD OF FEDERAL LAW COMMITTED BY SUPERIOR AUTO EXCHANGE, INC., HAVE NOT BEEN ACKNOWLEDGED NOR RESOLVED. THE BUSINESSES CONDUCT HAS BECOME A PART OF NORMAL OPERATION WITHOUT REGARD TO THE FACT THAT THE VIOLATIONS MANDATE FEDERAL FINES AND OR INCARCERATION. CONSUMER **** WILL CONTINUE TO SEEK REMEDY FOR INJURIES.