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:05/02/2025

  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 from Auto Palace on March 24, 2025. I put a down payment of $1400 on a 2020 ****** Versa. The asking price was $13,722. On April 12, 2025 the check engine light came on. I had a diagnostic ran and it came back that the mass air flow sensor needed to be replaced. I purchased a medium tier mass air flow sensor. The check engine light stayed on and on April 14th, I took the car to *********** Car in **********. The owner ***** said that the ****** ****** requires a ******* brand mass air flow sensor. He also stated that the throttle body needed to be replaced. The repair was done. I was then told that the *** needed to be replaced and that the part would have to be ordered directly from the manufacturer in *****. ****** recommended that the car be towed to one of their dealerships for repair. So on May 1, 2025, ***** had the car towed to Georgesville ******. On May 2, 2025 the ****** dealership said that the engine needed to be replaced. An engine replacement would cost $11,000. I believe that Auto Palace cleared the diagnostic codes without fixing the issues. I'm aware that the car was bought at auction the beginning on March 2025.

  Business Response

  Date: 05/05/2025

  Miss, ******* had a 30 day warranty that covered engine and transmission issues that was only good within Auto Palace. Sensors don't fall under the 30 day warranty unfortunately. She also had bought an extended warranty that she can use. We would love to help her out and do the extended warranty work. If she likes she can schedule a service appointment with us at ************** option 4. 

  Customer Answer

  Date: 05/07/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought car base on ****** was told it was only minor fender ****** by salesman and at time you could not tell. Even car fax only show it was no mention of air bags going off or anything. Was never told he was wreaked like I found out later. According to ohio *** has clean title. Have paper work that car was considered totaled by insurance company. Car also has miss matched door that don't belong on the vehicle either. When see what I can get for the car as trade at time of this filing was only offered 8k.this car. is not worth what we paid for not mentioned it already new front brakes on a car that has 17k mile.

  Business Response

  Date: 04/04/2025

  At the time of purchase, Mr. ******** ****** was fully aware of the accident. We did not withhold any information. We provided the ****** report, and he signed it after reviewing it. The retail value of the vehicle at the time was $29,500, and the rough trade-in value was $24,075. ******** purchased the vehicle at the rough trade-in value of $23,989. The vehicle was in great condition, but he acquired it for the rough trade-in value. Once again, everything was fully disclosed, and the customer signed all necessary documents.
  Additionally, we have a proposal for you. We can take the vehicle on trade, offer you a very reasonable trade-in value, and help you find another vehicle with a clean CarFax, no problem.

   

   

  Auto Palace Management 

  Customer Answer

  Date: 04/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23158110
  
  I am rejecting this response because: was not shown the how bad accidents was just like I said carfax said air bags did not deploy as they did. If look in pics air bags was deployed also what you say was junk trade of 24k is false also. Best trade I have gotten so far was 8k if you go to ****** reviews you see that have a tons of same situation as we was. Car value not even close what you say. Need make this right. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 04/07/2025

  You was giving all the information we had at the time of purchase. You test drove the vehicle and signed the Accident Affidavit/Vehicle History Disclaimer/Buyers Guide/Carfax. Only option I have for you is we can take vehicle back on trade.

   

   

   

   

  Auto Palace Management 

  Customer Answer

  Date: 04/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23158110
  
  I am rejecting this response because:  you posted a picture of a trade value on car saying it 24k. We was never told it was wrecked like it was. Also ****** said air bags was never deployed in in it what us to believe it was just a small fender ****** like we was told by your staff. I disclose pictures of the car when it was in accident this was not shown to us if so we would had not gotten the car. Like I said last post highest offer I have gotten was 8k on it far below what you mentioned. The car not close on value what you ****** what's right  I am going take this car to  three separate car lots get what trade value is on this then post them here. And you will see the offers won't be even close. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 04/11/2025

  Customer was aware of the vehicles history when he bought. Customer signed all documents when he bought. I've uploaded all the documents. The only thing we can offer is to do a trade for him nothing else!

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 8, 2024, I bought a 2021 black **** Explorer with approximately ****** miles on it. We financed through ***********. The car had a 1000 mile or 30 day whichever comes first warranty. I was given a Carfax which reflected minimal damage, no air bags deployed. We had it a week, and returned it to the shop. They installed a fuel pump and something else as the computer didn't register it.

  My husband went online to see if we could sell it. He found the vehicle had a salvage title under the vin number. Somehow my husband found pictures of the car which look like it hit a tree head on and air bags were deployed. In **** the car got a clear title but in ** it was a salvage title. 

  So, we contacted ***********. They told us to give Auto Palace the benefit of the doubt and to work with them to make this right. So, we contacted their manager and our sales *** about the title. They said they would look into it and call us back in a couple of weeks. They didn't, so we called them back. And they indicated they would not sell a salvage vehicle, there was nothing they could do, but if Carfax gave them and us incorrect information, it's on Carfax to make it right. 

  We attempted to talk to Carfax, but did not as they will only take emails. 

  Online, I can see the car is only worth $5,000. 

  I can't trade or sell this car with a salvage title. 

  At this time, we have learned the passenger door is not the same as the other doors, some paint is chipping and we can see it was originally a grey/silver car. When I push the button on the passenger door, it will not open. Above on the drivers door, you can see where the material is bent so it is poked out.  

  In their records, they will find the car under ******** ****** and ***** *****, we married in January. 

  Business Response

  Date: 03/31/2025

  I have uploaded a copy of the clean title/Accident Affidavit/Vehicle History Disclaimer/Buyers Guide/****** that customer signed. All the information was presented at time of purchase. We will not be giving any money to said customer. 

  Customer Answer

  Date: 03/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23137748
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/26/2025

  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 called the **********. I asked them to cancel contracts. They said they wouldn't. I also asked them to refund $342 and I got a run around. The person I talked to was real nasty. 

  Business Response

  Date: 04/02/2025

  Customer needs to come in to cancel warranty. Monday-Friday 11am-3pm 

• Initial Complaint

  Date:09/20/2024

  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.

  Description: I bought a car from a dealership in Ohio at the end of May; I live in ** so I bought the car online. It has been in and out of the dealership in ** for various reasons since. In mid-July, my husband alerted me to the left front tire that was crooked. When we got home in August, we brought it in and were informed the car had a frame that had been twisted/bent/attempted to be fixed. We brought the car into an autobody place and the frame has extensive damage and, in his words, “is not safe to drive”. The repair is to the tune of $7700. I have been driving this car since June with my 3 small children in it. I am devastated that they would not disclose there is frame damage. I attempted to call them today to discuss and they will not help. I had another issue with the car in June. The left blinker wasn’t working and I thought it was a light bulb. When I brought it in, they informed me that the headlamp had wiring that was “glued on” and that the wires would sometimes work, but if I went over a bump and the wires jiggled, electrical components in the car would start to not work. The dealership had to order a new module to run the codes in the car that would tell them what was wrong. It took a week for them to get that part in and then another week to schedule me. In that time, my 30-day dealer warranty expired. We could not know what was wrong with the car until we got that part in and I brought the car in during that warranty time frame. I called Auto Palace at that time to alert them of the situation because that repair was quoted to us at $3500. At the same time, they washed their hands of the situation and said I was outside of its warranty timeline event though I brought the car in during the warranty period. I ended up taking the car to a local mechanic vs. the dealership and they were able to fix the headlamp wiring without replacing the headlamp itself so it “only” cost $600 and I just let it go. The dealership did not disclose to me upfront it was in an accident; it was only after I called my insurance agent to ask what it would be to insure the car that my insurance agent told me it was in an accident. After hearing this, I texted the sales person and asked about inspections after accidents and she stated via text that “the cars goes through independent inspection and they do their own inspections as well”. She never said anything about frame damage at that time. The paperwork I signed said that I acknowledge the car was in an accident and that used cars can have a myriad of problems, but if this car went through 2 inspection, how did the bent frame pass inspection to be safe to drive? I would not have bought this car with frame damage and been driving around with my children in the back seat this summer.

  Business Response

  Date: 09/20/2024

  We have uploaded all the signed documentation showing she was aware of the vehicle. 

• Initial Complaint

  Date:09/05/2024

  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.

  4/16/24 Was the date I brought the vehicle. Took the car for a test drive. Stated that the vehicle was a little loud being that its an 2021.. Asked for other options. Was told that its ok if anything goes wrong that I have a few warranties. A 30 day warranty with auto palace, power train warranty, and an extended warranty. 4/18/24 Had to take the vehicle back because the transmission went out.. Was given the run around for weeks. I received the car back 5/2/24. 5/3/24 the transmission went out again. Took the vehicle back 5/6/24. They had the vehicle until 6/21/24 during that time I was given the run around. They placed the blame on the jeep dealership. 8/2/24 the transmission went out again. I reached out to them trying to figure out how we can get it fixed. I was just told that my warranty with them is up so they are not going to anything. And proceeded to hang up in my face. All of the calls are recorded.. 8/6/24 I took the vehicle to Performance Dodge. 9/5/24 My extended warranty company reached out to me explained why they denied the claim to fix it. It was brought to my attention that the vehicle had been to Performance Dodge several times before me purchasing the vehicle for transmission issues.. The also voided the power train warranty by replacing the transmission so its voided from the warranty.

  Business Response

  Date: 09/06/2024

  We replaced this customers transmission and Jeep Performance replaced the harness. We had to pay to have it reprogramed 2x. When he picked up his vehicle it was working fine. If it broke again this has nothing to do with us, its a used vehicle and this can happen at anytime.

  Customer Answer

  Date: 09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22247600
  
  I am rejecting this response because: This dealership did not let me know that the vehicle had transmission issues before replacing the transmission.. Before me purchasing the vehicle 4/16/24 the vehicle was taken to Performance Dodge multiple times for reprogramming and transmission related issues that I was unaware of until 9/5/24. With them replacing the transmission its voided the power train warranty that they told me it had. I was told that I had 3 warranties Theirs (30 days) power train and extended.. The harness they speak of is because THEY tried to patch it via silicone per diagnostics from Performance Dodge.. All of which I found out 9/5/24. The transmission went out 4/18/24, 5/2/24, and 7/17/24. That is not something that just happens.. 

  
  Regards,
  
  *******************

   

  Business Response

  Date: 09/10/2024

  We replaced the transmission and the transmission wiring harness. Customer is out of ***** warranty

• Initial Complaint

  Date:08/29/2024

  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 was misled into buying an extended warranty on an older vehicle. I have done everything on my end to cancel but the dealership will not turn in the paperwork. Keep calling the warranty company and they can’t do anything to the dealership.I canceled within the first 30 days per contract. I want refunded!

  Business Response

  Date: 08/30/2024

  We haven't received any paperwork from the warranty company or we would have canceled it already. Please email us at *********************** your current mileage and I'll pass it on to our accountant to cancel it.

  Customer Answer

  Date: 08/30/2024

  This is the paperwork they said they haven’t received. They had me sign this because there secretary that does this wasn’t there.

  Business Response

  Date: 08/30/2024

  It looks like they canceled it yesterday Sir

  Customer Answer

  Date: 08/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I’m not satisfied until the money has been returned to the financial institution or myself.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 09/03/2024

  The warranty has already been canceled. We are not in control of when the bank takes it off your loan!

  Customer Answer

  Date: 09/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] according to the warranty company the refund goes to you.You can me a check or my lender then it will be resolved.
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 09/03/2024

  The warranty company is sending the refund to the dealership. I don’t want to settle till the money is paid to me or the lender.

  Business Response

  Date: 09/03/2024

  That has nothing to do with us, that's between your lending and you

  Customer Answer

  Date: 09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: According to the warranty company the money goes to you.Is this correct?
  
  Regards,
  
  ****** *******

  Business Response

  Date: 09/04/2024

  The money goes to the lender after the warranty company refunds it. I wish they would tell people the proper procedure. My accountant already sent the check to the lender on August the 20th, and according to our bank Chase they already cashed the check on August the 26. So you need to reach out to global lending which is your lender. Thanks

  Customer Answer

  Date: 09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

  As soon as my loan shows the refund I will be satisfied.Thanks for your help!

  Customer Answer

  Date: 09/05/2024

  I called my lender today and the funds do the warranty haven’t been received.The dealership claim they have sent a check and it was cashed.

   

  Business Response

  Date: 09/06/2024

  We don't have anything to do with your loan!! We canceled your warranty this matter ends with us, take up your issue with the loan company 

  Business Response

  Date: 09/06/2024

  You need to wait until the leader receives the check. Everything has already been canceled and mailed out. Our part has been done! You need to work with the lender. The check number is ****** for the amount of $3,300. 

  Customer Answer

  Date: 09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I will accept when my lender receives the check.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 09/06/2024

  Are part is done!

  Customer Answer

  Date: 09/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I’m still waiting on the loan to be credited.They haven’t received the check.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 09/09/2024

  They don’t even know the correct lender.Thay claim they sent a check but I’m not buying it.

  Customer Answer

  Date: 09/09/2024

  They don’t even know the correct lender.Thay claim they sent a check but I’m not buying it.

  Business Response

  Date: 09/10/2024

  We canceled this warranty and sent a check for $3,300 to the leader. We have done are part 

  Customer Answer

  Date: 09/11/2024

  [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 accept the business's response to resolve this complaint.The check was received by the lender.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 09/12/2024

  Thanks for your help!

• Initial Complaint

  Date:06/20/2024

  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 2017 **** Renegade from Auto Palace on April 1st, 2024. The car ran fine. I noticed that the odometer light was flashing and I took it back to Auto Palace just before the end of the 30 day warranty. They agreed to have it repaired. They kept it for two weeks. During this time I made at least three inquiries about the status of the car. Each time I was told that they did not know and that they would check on it for me. They never got back with me. At the end of the two weeks, I demanded my car back regardless of whether it was repaired. They returned the car and we decided that they would make an appointment with an authorized **** dealer that could do the repair. That was on the 12th of June. It is now the 20th of June. I still have not heard from Auto Palace. I understand that there are times when parts need to be ordered, but the lack of communication with customers is unacceptable. When I asked if I could personally contact the **** dealership who was doing the repair, I was told that it was against their policy to give out that information even though it was my car that was being repaired. They did not want their customers to "bother" the **** dealership.

  Business Response

  Date: 06/21/2024

  Our 30day warranty covers only engine and transmission. We wanted to help Mr. ******** out and service his vehicle. We even offered him a loaner vehicle which we aren't obligated to. We took it to **** performance first but they were short staffed on techs and was taking to long. So we decided to take it to ***** **** in Dublin and we have been waiting on a part for the vehicle. I spoke to the service advisor this morning and they said the vehicle should be done by the end of the day. 

  Customer Answer

  Date: 07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: while I understand that Auto Palace is at the mercy of the dealership that is fixing the vehicle, the vehicle still has not been repaired. When I contacted the dealership that was to fix the car, I was told that they were waiting on Auto Palace to approve an additional diagnostic. I just want the car fixed.  
  
  Regards,
  
  ***** ********

  Business Response

  Date: 07/05/2024

  It was never promised on the we owe sheet or is it covered on the 30 days warranty. Customer doesn't want to wait for the shop to repair it so there is nothing we can do!

• Initial Complaint

  Date:04/11/2024

  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 1/14/2024 I purchased a **** ******. Little did I know that I wouldn't be getting it until a couple months later because the wiring issue that "should be done by the end of the week" took well over a month and a half after the purchase of the vehicle. This place has done so much sketchy stuff that I don't even know if it was a slight wiring issue to begin with. I was semi-content with the wait at the time because I was being promised that I would receive 200$ in gas cards and they would cover the first months payment. As I'm sure you're now aware, that never happened. I have messages I can provide as evidence of that, if needed. These messages were sent by my sales rep, who kept promising something new every time I started to get worried with how long it was taking. Next, I am wanting my title or to know where my title is. My temporary plates expire Saturday and I need my vehicle to go to work. I need the title for my new plates, and the DMV has no idea where it is. I called Auto Palace and they've said they either sent it already or they don't know where it is. I want to be done with this business. It has been an absolute nightmare of an experience. To top it off, if you want to speak to management, they will tell you "they don't take phone calls." We will see if they talk to me now... The stress and anxiety caused by this whole process has been egregious. If they can't get my title to me in time, I want compensation until I can drive to work.

  Business Response

  Date: 04/12/2024

  You put a down payment on the vehicle in January and didn't complete the contract until 3/4/2024. We are still waiting on a copy of your drivers license and trade title. We have 45days to give you the memo title. The BMV needs a copy of your drivers license since you aren't an Ohio resident. I'd like to see what the salesperson and you have discussed were he promised a $200 gas card and first payment. We don't give gas cards our nor pay peoples car payments. Your salesperson no longer works here.

• Initial Complaint

  Date:01/07/2024

  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.

  My 19 year old son purchased a car on 10/14/23 and they slipped a warranty into his deal and never asked or provided information on the warranty. We have tried to contact them numerous times to cancel the warranty, we can not get through everytime we call it goes to their voicemail and it says the voicemail inbox is full. They actually messed up his paperwork and sent it to him again electronically and he told them then to take the warranty off and she told him he couldn't at that time because it would look suspicious on the loan paperwork?? She told him he could call after it went through and it would be taken care of. I finally got through and talked to sales, he said he would give financing the info, that has been two weeks, have not heard back. I did the online chat this week and again, they haven't got back to him. This warranty cost him $3000. and I have asked several times to email the form so he can fill it out and cancel. The warranty company will only cancel through the dealership and can't help us either. If it wasn't a few hours away we would drive down. I am at the end of the rope trying to get this done. I was standing there when he signed his paperwork, they never once offered him the warranty or gave him any option to get it, just slipped it in there. (obviously, I should have looked everything over for him, wasn't expecting to get conned) but the room was small and I had to stand by the doorway. Also the sales dept said "well it won't change his payment now" when I talked to him a couple weeks ago, I said we know that but it will come off his balance at the bank. I just don't understand how financing can always be too busy and have a full inbox, this has went on since Nov. Even worse because she messed up his paperwork, they didn't pay his trade in off and it caused him a late payment on that, took her weeks to call and let him know it needed redone and that it wasn't finalized yet. ******* ********* ** is the purchaser and Warranty is ****-******

  Business Response

  Date: 01/08/2024

  The customer is the one that needs to cancel the warranty. In order to cancel the warranty we need the mileage on the vehicle. Then the accountant will cancel the warranty. So please have your son call and ask for Manager and we will get this token care of asap

  Customer Answer

  Date: 01/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21108980
  
  I am rejecting this response because: 
  We have tried and no one answers the phone and voice mail box is full.. I've tried getting a message to them and no one gets back to us. We can't cancel without being able to give them this information,  notice she didn't give a phone number.  Even had a sales guy say he'd give her the message and I even did text option on their site n that person said they'd give them the message.  If they text or call me I'll give them the mileage.  ###-###-####.  We are getting the run around here. 
  Regards,
  
  ****** *********

  Business Response

  Date: 01/09/2024

  ###-###-#### have the customer ask for *****