ComplaintsforPrestige Auto Mall

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the car on thursday august 15th, 2024 with a $2,300 down payment with as well as gap insurance and a warranty included. Ive taken this car back to this lot SEVERAL TIMES within 30 days i only had the car for 5 DAYS after purchasing and ever since i’ve been in loaners! They’ve had this car for 25 days and i’ve been in a LOANER. Multiple issues have occurred with this vehicle i’ve went back there 4 times with in 30 days to keep having it looked at. I have to keep taking off work to deal with this! They also fixed the cadillac converter 3 times and put in a USED turbo and USED converter. The car still is not working properly and now they say they’re going to send it to the ***** dealership to get checked out and I have dealt with this for 30 days straight. I want a refund. Please help me get out of this situation, I’ve asked multiple times for a refund to cancel the loan and they will not! I just bought this car and all of this have transpired within 30 days. I haven’t even paid my first car note payment yet ! The engine light is on and will not go off so therefore I can never get hard plates on this car and have to keep riding with tags sans actually keeping driving loaners til they figure out the issue!

  Customer response

  09/17/2024

  [[BBB transcription via duplicate complaint]]

   

  I’ve talked to ******* *** about canceling the loan ******* *** said my claim was canceled without even letting me know. They canceled the claim because the deals said they will not agree to cancel the loan even though i have not had the vehicle since 5 days after the purchase. I went in to talk to **** or **** the finance managers and’s both had a very dismissive condescending and inconsiderate attitudes and did not help us until 20 minutes after being there waiting to talk to someone. **** finally conversated with us and had a very condescending attitude was not helpful at all. **** also lied to my face and told me someone from ******* *** called and told him that I said this was a fraudulent charge and I never purchased this car which is a complete lie I put $2300 down on this vehicle to purchase it so it makes it no sense to say I said I never purchased it when I used my own money in this deal. & I’ve never said that to anyone. and he also said he’s not canceling the loan even though the car isn’t working even though they tried to fix the car four times and still can’t figure out what’s wrong with it. Every loaner that they have gave me from this dealership has been garbage. The loaner almost cut off for me. On my way to the dealership today Tuesday September 17, 2024 The engine light came on three days ago. and the new loaner they just gave me today this morning is shaking very badly on the freeway when you get up to a high speed and now they’re telling me they don’t have any more loaners for me to get so basically I have to stick it out and only drive from work and home and nowhere else but they expect me to stay in this loan contract and pay a car note on a car that I have not had in over 30 days and i keep getting put in garbage loaners that are literally shutting down as I drive. please help me get out of the situation with prestige and ******* *** because ******* *** is no longer any help at all.

  
  

  

  Business response

  09/17/2024

  The issues ******* is having with her vehicle are being taken care of. We've gone above and beyond to accommodate her and to take care of her problems. We do not have loaner vehicles but we have provided one for her. Unfortunately we never know when mechanical issues will arise but again, we have made sure she is not without a vehicle nor is she paying for any repairs. Every time she comes into our showroom she causes a scene and that is not appreciated nor will it be tolerated moving forward. If she was being told that she was on her own to have the vehicle fixed and not given a loaner car it would make sense for her to be upset but THIS IS NOT the case. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So on 6/27/24 we purchased a vehicle (**** *** ****) from Prestige Auto Mall in Cuyahoga falls and traded our 2021 Challenger in to get it. Our complain is about promises that were made with no action and a mistake filed on our purchase agreement. First the BMW has a lot of scratches and a large scratch/crack in the rear bumper on the passenger side of the car. Between the dealer and us we agreed we would not purchase the vehicle like that so they agreed if we bought the vehicle they would take care of that but to no avail yet and were over 2 months already. BMW also had a bad sensor which they fixed but we had to keep calling to get it done. They were so responsive when trying to sell the vehicle but when it came to customer service 0 out of 5 stars. Now our other issue is a scamming one. They had agreed to buy out the challenger at a set prize then outta no where they changed saying it was something different but me and my wife know what we heard and saw. So then they agreed on the prize we wanted but come to find out the only reason they agreed is because they rewrote the purchase agreement on the BMW $1000 over the sticker sale prize. I noticed it within the 3 days of sighing and informed them about the supposedly mistake and they agreed but until this day they still haven’t resolved the issue and we literally have to call them because they do not respond at all. I should have did my research before buying from this dealership because with all their bad reviews we don’t know how they are still in business. And we would of more than happy waited but they never called back, said it was going to be fixed this day but nothing and it’s something that happened more than 10 times.

  

  Business response

  09/30/2024

  The check for $1,000 will be sent to Capital One tomorrow, October 1st. I will also send a copy of the check that we're sending to the lender to *** ****** as well. This was an oversight on our part and I will make sure it's handled asap. I'll also reach out to *** ****** to at least get him a full tank of gas for this inconvenience. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from Prestige auto group in January and have Had many mechanical problems with it and anytime I try to get it fixed. They do not fix it and try to blame it on something else. I took it to a ****** dealership and they diagnosed it as a failing left front CV axle and joints and stabilizer links. As well as a slipping transmission and a Muffler problem. They only fixed part of it the first time. Second time they blamed it on the right side and replaced the right axel and wheel bearing when the noise comes from the left side of the car. After these two visits the car now shakes when driving and still does the same rattle when turning left.

  

  Business response

  08/27/2024

  Hello, on August 15th we had the vehicle in for repairs. We replaced the lower ball joint, right front cv axle and the sway bar links were replaced. If there is another issue we need to get the car back to diagnose. The customer does have a 4 year or ****** mile service contract for their peace of mind.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 model used vehicle from Prestige on September 7th, 2024, along with a $2,000 extended warranty. By the middle of February, barely over five months after purchase, and just a little over 6k miles driven on the car, I started noticing it having some issues - i.e. oil seemed to be "leaking" but there was no real evidence of it anywhere, was sluggish on take off, shifted hard, etc. I took it to a local dealership to have it checked out, and was told it needed a new engine. I called Prestige and arranged to have it taken there so they could deal with the warranty company, since they were the ones that sold me the warranty. I rent a car hauler from U-Haul, have the car delivered on February 28th, and I've pretty much been in the dark since. I had to call the dealership myself after not hearing from anyone for a couple weeks to even get the first update. At that time, I was told they were "fighting with the warrant company because they were claiming it as a preexisting condition". I was told I would be given an update by the end of the day, fast forward about two weeks, and I have to call back again. I leave a couple messages on separate occasions, before ever getting a return call. Repeat cycle for four months. FINALLY, I have my personal mechanic step in on my behalf to see if he can get anything figured out. He made the first call on July 10th and we have since found out the following: 1) **************** is considering it a preexisting condition due to recalls that were never fixed (issued before I purchased the vehicle). 2) The dealership has moved locations and "temporarily misplaced" my car (they now claim to know where it is). 3) We have spoken to at least 4 different people, and none of them have been aware of the issue until speaking to one of us. 4) The car does indeed need a new engine, so they would like to "get me out of the car" but I was told that on Monday, have left two messages since, and still have not heard from anyone.

  

  Business response

  07/23/2024

  Customer picked up her car from our ***** location on Saturday July 20th. She is in possession of her vehicle and it was never lost as it doesn't run and we have had many conversations with her and her technician. We did do everything in our power on behalf of ***'s car claim but ultimately the ************************ has the final say on approval of repairs. 

  Customer response

  08/07/2024

  Hello - 

  I missed the email in regards to the dealership's response because it somehow got sent to my junk folder.  If it is possible, I would like to respond to their response.  If not, I would like to either make another complaint, or at least provide more information on the original complaint. 

  Upon arriving to the dealership to retrieve my vehicle, I was first told I could not have access to it because there was no one around with keys to the gate it was behind.  Once I was told I could at least take a look at my car and entered the parking lot, I found my car to be damaged considerably all across the front bumper and the passenger side of the back bumper.  Ironically enough, once I discovered the damage, the director was available to come meet me with the keys to unlock the gate so I could indeed take possession of my vehicle.  I was told my vehicle was delivered in the condition it currently sat in (damaged). However, I have a video of my vehicle the day it was loaded on the trailer and delivered to the dealership, and you can clearly see the damage was not present before it was delivered to their lot.  

  

  Business response

  08/08/2024

  The vehicle didn't run, it sat there and was never lost or damaged by us. Please send the video you have. 

  Customer response

  08/08/2024

  [[BBB transcription via Attorney General Complaint No. *******, see attachment]]

   

  Description:

  Warranty is basically rendered worthless due to preexisting conditions not diagnosed and/or repaired
  by the dealership prior to making the vehicle available for sale, including a couple of manufacturer
  recalls that were issued prior to my purchase of the vehicle. The warranty company is claiming the
  recalls could have caused the sludge that has built up in the engine, requiring it to be replaced. I
  purchased the vehicle in September, and returned it to the dealership on February 28th to start the
  repairs, meaning I only had the car for approximately four months and it had only been driven
  approximately 6.5k miles no way the condition arose in that short amount of time. It has taken almost 5
  months for me to find most of this information out. I didnt hear a word from anyone at the dealership
  until about 3 weeks after I dropped the car off, and that wasnt until I called them. I have had to call
  numerous times, leaving messages each time, before getting a return call and I was always told the
  same thing Were fighting with the warranty company, and then eventually Were running oil
  through it until it quits smoking to see if that will fix the issue, and if not, then well look into it again.
  Hopefully have it back to you by the end of the week. (A LOT of weeks have gone by!) Not until last
  week, when my personal mechanic got involved to try to help me, did I know anything about the recalls.
  The person my mechanic spoke to was also unaware of any issues with my car and/or the warranty
  company, said they would look into it and get back to him, and also informed him that with relocating one
  of the dealerships, they were unsure of exactly where the car was at the moment. I received a call
  Monday morning from a gentleman at the dealership named **** (did not catch last name) who told me
  that they indeed did know where my car was, but they would like to get me out of the car because yes,
  it does need a new engine. He said I would hear back from someone Monday afternoon; I have since left
  two messages and have yet to hear back from anyone. My mechanic called this morning also after
  having left a couple messages with no return phone calls and spoke to yet another gentleman who was
  also unaware of the issue, who said he would look into it and get back with us. I have been paying a car
  payment for 5 months with no access to said vehicle, I have been left in the dark as to whats going on
  with my vehicle AND/or where its even at. I was sold a warranty for $2,000 that is worthless to me other
  than the money Im losing for carrying it, and no one wants to take responsibility for the repairs, except at
  my expense.

  
  Satisfactory Solution:

  
  I would like the vehicle either fully repaired - preferably by someone/where other than the current
  dealership at this point - or the loan completely paid off so I can get a different vehicle that I actually
  have access to and use of.

   

  Customer response

  08/10/2024

   I am rejecting this response because:

  Whereas my vehicle did need mechanical repairs when it was dropped off at your establishment, it was indeed running.  I was also told numerous times that my car was being worked on "as we speak" when I would call to get updates on what was going on in the 5 months my vehicle was in your possession.  Not one time was I told it was just sitting there and no work being done to it, nor that it had become completely inoperable.  **** has the video and picture of my vehicle the day it was loaded on the trailer and delivered to the dealership.  He has offered to repair the cosmetic damage caused to my vehicle "in good faith" because the visuals show the damage was not present when it left my driveway. The issue with the offer, however, is that with a vehicle that cannot be driven, it would again be at my expense to return my vehicle to your establishment for said repairs. 
  
  

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Chevy Equinox in 2021. When i made the purchase, the dealer offered an extended warranty package through Integrity Warranty. I decided it would be a wise decision to purchase to be sure the automobile had coverage. I purchased their “Gold” package which in the contract covers the engine and drive train. The coverage looked fantastic and we were happy with the purchase. However, the Equinox broke down in May of 2024 and needed to be towed in for repair. The dealership that was doing the repair first called me and stated the engine would need to be torn down to some extent to see what was causing the problem and to see what parts were broken. They told me that Integrity would not cover the tear down until the cause of the issue was identified. At that point I had to guarantee that I would pay for the tear down and diagnosis. After getting into the motor it was found by the dealership that the timing chain failed and jumped time This caused damage to the valve train and head of the car. The repair cost is 4294.08 cents. Note that the cause of the damage by the dealership quote is a failed timing chain. Integrity Warranty stated they would need to send an independent adjuster to look at the claim before the repair could be approved. After waiting a week, the adjuster showed up and in his findings he stated that “sludge” was found in the internal parts of the motor. Little did I know that in the fine print of the warranty contract there are several small items that will cause coverage to be denied and sludge is one. After Looking at the photos that Integrity Warranty took of the completely torn down motor, I called the repair shop to ask if they agreed that there was “sludge” in the motor sufficient to cause this damage and they said no. After investigating this make and model vehicle, I found that the timing chains fail regularly and it causes the damage that occurred. My car is still sitting at the dealership awaiting funds for repair

  Customer response

  06/28/2024

  Please send this to Integrity warranty as stated in the contract. They have denied my claim

  

  Business response

  07/09/2024

  Hello, we're sorry to hear about the issues you've incurred with your Equinox and the service contract company. The service contract company has the inspector check the repair and if they discover sludge it is an indicator that the proper maintenance wasn't performed and they will decline the claim due to that fact. If I had the vehicle here at my shop I could try to help service wise and I'd be happy to personally try and trade you out of this vehicle and put you into a different vehicle. Are you open to trading it in? Please advise, thanks.

  Customer response

  07/11/2024

   I am rejecting this response because:
  
  The proper maintenance was performed on the equinox according to the terms of the warranty agreement. 
  I spoke with a representative from Integrity on 07/11/2024 and they informed me they had pulled my service records and agreed I had performed the proper oil change intervals. The representative stated that the damage could have been done prior to my purchase at 50000 miles and that it still voided the warranty

  I payed 1500 for the best service contract available and did the proper maintenance. I therefore believe that the repair should be performed accordingly. I already owe over 600 dollars for the tear down. I would be willing to take care of that bill if the dealership would tow the car and repair it as the warranty agreement states

  I wouldn’t want to trade at this point based on negative equity. The amount owed is greater than the amount I would receive on the trade. 
  

  I am willing to work through this and find a resolution. 
  *** *****
  

   

  
  

  

  Business response

  08/01/2024

  I have reached out to Integrity on your behalf. We can't over rule the service contract company. Rather then pay that kind of expense for repair we should really visit just getting you out of the car. It's been a few years so this may be the best avenue. Thanks

  Customer response

  08/09/2024

   I am rejecting this response because:
  
  I would like a refund for the amount of the policy to help cover repairs. Trading in the vehicle will not work for me as explained previously.

  This insurance policy is not as advertised and now I’m stuck with a car that doesn’t run and I’m still making payments.

  The car should be repaired by Integrity or by the dealership. That’s what would be good business. I’ll settle for the 1500 refund for the cost of the insurance policy. Please respond asap , my car is still sitting in the premier gmc lot waiting for me to pay up

   

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I were in the midst of purchasing a 2015 *** TERRAIN SLT from a salesman by the name of ****** at Prestige Auto Group. My husband and I had completed the application for the sale of the vehicle in which the salesman by the name of ****** was handling the sale of the 2015 *** TERRAIN to us. We had just completed the finance application for the vehicle for which we had to obtain the *** number to attach to the request on the finance application before completing and submitting the application for purchase. Upon completing the application ****** told us that the dealership was closing and that he would just send us a text with everything that we needed to bring with us to pick up the *** TERRAIN in the morning.But in the morning we received a text from ****** that said that the TERRAIN was sold during closing of the dealership last evening and was there any other vehicle on the lot that we wanted to purchase. I immediately told him no, and that we were suppose to be picking up the *** TERRAIN this morning, and that we had already given our auto insurance company the make, model, and year of the vehicle along with the TERRAINS *** number. The the only thing we were not given yet was the finance company's information.

  

  Business response

  05/18/2024

  We have been working with the ******** for a few years, they have submitted over 50 inquiries on different vehicles and have never completed a credit application. We can't hold cars on a "what if". There was no finance company to give to the Fowlers due to them not filling the credit application out. We have asked them to complete this part of the transaction over the last few years so we can move forward and secure a loan for them. Our team has a lot of time invested with *** and ****** and hope we can finalize something for them but can't until we get the credit application submitted. I would personally help them with this and also take care of them so they can finally get a vehicle they desire. I do have a GMC Terrain in stock at the moment. I'm sure we can work everything out once they agree to submit the credit application. Thanks~****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Prestige Auto Group a few months ago.Within less than 45 days of purchase, I encountered an oil leak issue. Despite being told it was a minor issue which had been fixed during my first visit. I returned to the dealership twice for the same issue along with a separate issue with the passenger side window. On my second visit, I was dismayed to be told that there was nothing wrong with the vehicle and that frequent oil refills were normal.Feeling frustrated and concerned, I rightfully raised the possibility of the vehicle falling under lemon laws due to repeated issues. Unfortunately, this led to being labeled as dishonest about the oil issue and receiving no further assistance until I mentioned legal representation.Only then and after my third visit was the vehicle thoroughly inspected, revealing the need for a motor replacement. This entire ordeal has been incredibly stressful, exacerbated by minimal communication and lack of accommodation regarding a loaner or rental car, not to mention the ongoing car note payments which I feel should be reimbursed. Initially, I was promised rental coverage for 8 days, now reduced to 7, despite my vehicle being at the dealership for almost two months. This discrepancy adds to the frustration and inconvenience I've experienced. P.S. I'm eager to work together to find a satisfactory resolution to this issue. However, based on my experience, I cannot in good conscience recommend doing business with Prestige Auto Group to others, as it seems the priority is not on customer satisfaction, quality, or support.

  

  Business response

  05/18/2024

  The vehicle ************** purchased on January 27, 2024 wouldn't qualify for any type of Lemon Law as that only pertains to new vehicles. Of course we are aware this is a frustrating experience when our vehicles encounter mechanical problems and we are doing everything we can to assist. Fortunately ************** did purchase a service contract and this has helped him tremendously with the repairs needed. In March the oil was drained and filled with exactly 4.9 quarts of oil at mileage of ******, we advised to drive the vehicle for ***** miles or until the low oil light comes on and then to bring it back with no appointment needed. Audi specifies to allow for a quart of oil to be used every ***** miles. This is common for Audi 2.0 T engines. Many car companies put in print, in their owners manual or maintenance guide, that usage of a quart of oil every ***** miles is in the acceptable range. As far as loaner vehicles we do not have these at our facility, although the service contract does reimburse for the times that ************** mentioned on covered repairs. We feel as if we have done everything to help ************** with his mechanical issues.

  Customer response

  05/22/2024

  [[[Attorney General Complaint No. ******* received 5/22/2024, BBB transcription; see attachment]]

   

  Description:

  I purchased a vehicle from Prestige Auto Mall a few months ago.
  Within less than 45 days of purchase, I encountered an oil leak issue. Despite being told it was a minor
  issue which had been fixed during my first visit. I returned to the dealership twice for the same issue
  along with a separate issue with the passenger side window. On my second visit, I was dismayed to be
  told that there was nothing wrong with the vehicle and that frequent oil refills were normal.
  Feeling frustrated and concerned, I rightfully raised the possibility of the vehicle falling under lemon laws
  due to repeated issues. Unfortunately, this led to being labeled as dishonest about the oil issue and
  receiving no further assistance until I mentioned legal representation.
  Only then and after my third visit was the vehicle thoroughly inspected, revealing the need for a motor
  replacement. This entire ordeal has been incredibly stressful, exacerbated by minimal communication
  and lack of accommodation regarding a loaner or rental car, not to mention the ongoing car note
  payments which I feel should be reimbursed.
  Initially, I was promised rental coverage for 8 days, now reduced to 7, despite my vehicle being at the
  dealership for almost two months. This discrepancy adds to the frustration and inconvenience I've
  experienced.
  P.S. I'm eager to work together to find a satisfactory resolution to this issue. However, based on my
  experience, I cannot in good conscience recommend doing business with Prestige Auto Mall to others,
  as it seems the priority is not on customer satisfaction, quality, or support.

  
  Satisfactory Solution:

  
  Reimbursement for car payments for the last two months, and to let out of purchasing agreement for
  vehicle.
  

  Customer response

  05/29/2024

   I am rejecting this response because: 
  
  This entire experience has been a major inconvenience with absolutely no effective communication from the dealership. Every time I call for updates, I am told that someone will call me back, but I never receive a callback. Initially, I was informed that the process would take only a week once the engine arrived. However, it has now been over a month since the engine was supposedly received, and I am still without my vehicle.
  
  Rental Car Expenses:
  
  Due to the extended delay, I have been forced to rent a car to meet my transportation needs. Despite my numerous attempts to get an answer on the process for reimbursement of these rental expenses, I have not received any satisfactory response from the dealership.
   Request for Resolution:
  
  Given the circumstances, I am requesting the following resolutions:
  
  1. Release from Car Agreement: Due to the extended period without possession of the vehicle and the substantial mechanical issues that arose immediately after purchase, I respectfully request to be released from the car agreement without any penalties or further financial obligations.
  
  2. Reimbursement of Car Payments: I seek reimbursement for the car payments made during the period the vehicle has been in the dealerships possession.  Reimbursement of Rental Car Expenses: I request reimbursement for the rental car expenses incurred due to the unavailability of my purchased vehicle.
  
  Justification:
  
  1. **Extended Repair Time:** The vehicle has been out of my possession for an unreasonable length of time, which is not in alignment with the expectations set at the time of purchase. The dealerships inability to provide a timely repair indicates that the vehicle was not in satisfactory condition at the time of sale.
  
  2. **Lack of Communication:** The dealership has failed to provide adequate communication regarding the status of the repairs. This lack of communication has added to my frustration and inconvenience, as I have had to repeatedly call for updates without receiving any callbacks.
  
  3. **Financial and Emotional Distress:** The ongoing car payments and rental expenses for a vehicle I cannot use have caused undue financial burden and emotional distress. This situation has negatively impacted my daily life,including my ability to commute and fulfill personal responsibilities.
  
  4. **Good Faith ************* I have acted in good faith throughout this process, maintaining open communication with the dealership and fulfilling my financial obligations. I believe it is fair and just to be relieved of further obligations under the purchase agreement and to receive reimbursement for the payments and rental expenses incurred during the period the vehicle was unavailable.
  
  
  I trust that the Better Business Bureau will see the merit in my request and facilitate a resolution that is fair and just. I look forward to a prompt and favorable response to this matter.
  
  Thank you for your attention to this important issue.
  
  Sincerely,
  
  *********************
  
  
  

  

  Business response

  05/30/2024

  To be clear, the 1st engine that was received by us had a defect and a 2nd engine had to be secured which it was. The remaining parts will be here Wednesday, June 5th and we will expedite the vehicle with our service department to make sure this is a priority. I'll also be reaching out to ************** today to see if I can assist with a loaner car until the repair is completed.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Dodge Van on February 1, 2024. I was advised that it did not have a remote start. I am handicapped so I asked the salesman (*****) if he could throw a remote start in the deal to make it happen. He verbally said yes. A month goes by and I never got the paperwork to register my vehicle nor did I get the remote start key fab. I called, I called and my sister, *** called. I was told that the van had it and that the key is in the mail. We are three months since purchase as I still have not received my key fab for the remote start. After more time has passed, ***** said that the remote was installed and he mailed key himself to handle it personally. I took it to a place when I finally could register my van and learned that it did not have remote start. I called and spoke with manager ***** and other team members and said this was promised in the deal. (of course when I finally got copies of the paperwork, it says that we owe the customer nothing). He knew I was disabled when I bought the van. Another call said they were sorry and that they would issue a check for the remote start. It was 399.00 but that shop was far and they could not do it while I wait. I have four disabled children under the age of 15. My sister followed up and found a place for 599.00 and I called seeking a check so I can have it installed. Still no response from this dealer. Winter has passed and it was a struggle to go out and start my van. This was the promise that the dealer made to me and I never got it. They make a thousand of excuses why or who did not do their job but round and round we go and still no answers or check received for 599.00 to have this installed. This only gets resolved if they mail a check to us. I cannot drive to **** for them to install it. Buyers be careful here. They seem nice at first then watch out.

  

  Business response

  05/09/2024

  ******* purchased a vehicle from us remotely on January 25th, 2024. This vehicle was never advertised with remote start nor did anyone here agree to pay to have remote start installed. We have a document that's called a "We Owe" that lists anything we promise to a customer to eliminate situations like this. I went through all the emails and text messages between ******* and her salesperson and there is no discussion regarding giving her a remote start. My question is why would she sign the We Owe which states Nothing Owed if indeed there was something owed. The vehicle does have keyless entry that was installed by the factory. We appreciate her business and she received a very nice van at a very good price and that's why she chose to purchase from **. 

  Customer response

  05/13/2024

  We have made numerous phone calls (My sister *** / *** ) to this dealership and spoke with many people. Our salesman was ***** and he verbally said he would install it there. So when they say,they owe us nothing it is because we expected it in the van. We were told a key fab was mailed for the remote start. Why would they say that IF there was no automatic start. They are lying. Enclosed is a photo that they asked me to send of the cost of what a remote cost would cost to have done in **. Why would I send to them on 4/13 if they did not ask for it? Why would I buy a van w/o remote start. I am disabled with four disabled children and need it? They verbally agreed to this. I can have my phone records printed and sent of the numerous calls I made to them. Why would I call this many times? The van was scheduled to arrive the w/e before I received it but was told they were putting in the remote start so it would take a few days more. Why do we have the BBB if they do not believe the consumers? They need to send a check for 599.00 so we can get this installed. Enough of the lies on them. Unfortunately, I read the reviews after the sale and it was too late. Too many bad reviews on this place. I sent you a pic showing you the cost; again why would I send it If they did not ask for it? Funny, they do not put anything in writing only verbal. 

  

  Business response

  05/15/2024

  Could you please send any messages you have that show ***** asked for that message you sent and or any messages that show he verbally agreed to buy you a remote starter. We do not  install remote starters at our facility. Again, we have a system in place to eliminate situations like this. Anything we promise we put in writing. Please advise, Thank you.

  Customer response

  05/19/2024

  When I called ***** at the dealership, I conferenced in another ** deal who installs remote and ***** said just send proof of the cost but he on the phone call with me so he is well aware of it. He ASKED me to send the photo. Funny, this dealer puts nothing in writing. Once again, why would I send a pic IF the dealer did not ask for it. Also, why did the dealer say I mailed the KEY FAB for the remote start which we never got. They are running a three ring circus over there and are lying. they should be held accountable. we never got the paperwork until after the sale / van delivered. they are thieves. they need to pay for the remote start as they verbally promised plus said the key is in the mail. They even went as far to say, they have had mail problems. please please investigate this further. I am asking as a human. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Cheve **** from Prestige in ********* **** on 2/29/24 - on 3/18/24 the check engine light came on. First thing on Tuesday 3/19/24 I called the dealership regarding this issue. I was made an appointment for 3/20/24 at the ********************* Prestige service ***** to take my car in to be looked at. It is 4/9/24 and I still do not have my vehicle back. They first told me it was a censor, then they told me it was the turbo, then they told me during the repair of the turbo they damaged the gaskets. After replacing all of these things, they call and tell me that the check engine light has come back on and now they think it is a bad cylinder. They called and advised me of the cylinder issue on 3/28/24 which was going into Easter weekend. I had people coming into town and needed a car and the company would not give me a loaner or pay for a rental. The Manager of ********* location did not call me back after leaving messages. I spoke to the Manger at the ********************* location and he seemed like he wanted to help and said he would have the Manager of the ********* location call me and that never happened. So now it is 4/9/24. I have left several messages for the manager of the service **** to call me with an update and still have not heard back from them. This has been a horrible experience and would not recommend anyone dealing with this company.

  

  Business response

  04/10/2024

  Hello, I've spoken with the service manager at our ***** location and the ***** Trax will be finished by Friday. The repairs were somewhat extensive and of course that can be frustrating when a mechanical failure happens, fortunately our customer won't be paying for the repairs. At this time we do not have loaner cars to offer although if **** would like to get a loaner car until her Trax is completed I will refund these last few days until the vehicle is completed. I can be reached at ************. Thanks~****. 

  Customer response

  04/19/2024

  [[BBB transcription via Attorney General Complaint No. *******; see attachment for complete details]]

   

  Description:

  I bought a 2018 Cheve **** from Prestige in
  ********* **** on 2/29/24 - on 3/18/24 the check
  engine light came on. First thing on Tuesday 3/19/24
  I called the dealership regarding this issue. I was
  made an appointment for 3/20/24 at the ********************* service ***** They kept my car to complete the
  repair and now have had my car for 22 days. First they said they thought it was a censor, then I was told
  it was the Turbo.
  During the repair of the turbo they damaged the
  gaskets, so had to order new gaskets. After replacing all of these things, they call
  and tell me that the check engine light has come
  back on and now they think it is a bad cylinder. They
  called and advised me of the cylinder issue on
  3/28/24 which was going into Easter weekend. I had
  people coming into town and needed a car and the
  company would not give me a loaner or pay for a
  rental. The Manager of ********* location did not
  call me back after leaving messages. I spoke to the
  Manger at the ********************* location and he
  seemed like he wanted to help and said he would
  have the Manager of the ********* location call me
  and that never happened. Then on 3/28/24 I was told the tool they use to repair the vehicle broke and
  they had to order another one and they should have it by 3/29/24 and my car will be ready on 4/1/24. So
  now it is 4/9/24, and have been told they still do not have this tool and cant find one! Left another
  message with the Manager and still no call back. I cant believe the horrible experience I am having with
  this dealership and would not recommend anyone dealing with this company.

  
  Satisfactory Solution:
  I would like my car repaired and returned to me immediately - I also paid a car payment for a car that I
  haven't had, that I should be reimbursed for. If this company cared at all about its customers and
  making this right they would have agreed to give me a loaner until this repair was completed. I cant
  even get anyone to call me back

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 Jeep Compass from Prestige Auto Credit on 03/06/2024, 5k down payment $270 a month. Less than one week after having the car it didnt start. When it did it went into limp mode and did not go over 15mph ALL WARNING LIGHTS ON. Car was towed to Prestige two days later. They told me it was the alternator on the same day and it would be ready the next. The following day I was informed a wiring issue it would be ready two days later. Did not receive call. When I called to check status I was informed of more issues. Two days later they dont answer my call. Received a call saying it would be ready on a Friday and it wasnt with no call back. I called last week they said they had to send it to another dealership without my acknowledgement or permission to get a security system issue fixed. Its going on another week. They are dodging my calls Im leaving messages with no call back. Staff saying the mechanic is busy and will call back and never calls me back. I was told it wasnt under warranty and then it is. They still havent provided me with printed warranty, update on vehicle status and not retuning my calls. They said they refuse to provide me with loaner vehicle so I have to pay out of pocket for rental not to mention no updates on my vehicle and I havent even made my first car payment. No update. Staff is shady and rude and no offer for resolution or specific update on why its taking so long. I am struggling to get my kids to school and to get to work this is unprofessional and not how business is done. If the car is defective or unsafe to drive there should be some sort of compensation or resolution. No legitimate business that operates with good ethics and morals should ever take a trusting customer for 5k and be treated like this. Im spending more money out of pocket for a rental vehicle before Ive even made my first payment. Update as of 04/01/2024 at 5:08 pm: The mechanic said they don't know whats going on. Going on almost 30 days..

  

  Business response

  04/09/2024

  Hello, I just spoke with **** our service manager at ***** location. The vehicle in question has been repaired and the customer picked it up last week. Thanks

*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. ↩