Complaints

This profile includes complaints for Prestige Auto Mall's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prestige Auto Mall

  1559 State Rd Cuyahoga Fls, OH 44223-1347

  
• 

  Prestige Auto Group

  355 West Ave Tallmadge, OH 44278-2118

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2025

  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.

  I honestly do not even know where to begin with this place is so crooked and out of line it’s not even funny and they should not be in business. On august 31 2024 my fiancé and I headed to prestige auto mall to purchase a 2013 ford f150. I do not have the best of credit so I needed a co sign for the truck loan. My fiancé willingly co signed for the truck. Meanwhile halfway through signing all of the paper work I caught them in their first act that they had switched her to main buyer and myself to the co buyer. They said we could not undo what we had already started to sign and they’d just have to fix the paper work. They promised our paper work right away but we never recieved any paper work for months. Prior to recieving the paper work we had got a phone call saying we needed to pay the title transfer fee. Which was a complete lie as that is all handled the day of the closing. Fast forward to February 13 2025, my truck motor blew up on me. I took the truck to a local reputable dealership here in **** **. Come to find out prestige had withheld carfax info about the truck there is magically 1 whole page of information of work being done to the truck that is missing. Also come to find out they sold me the truck with a bad cylinder head to begin with. I did purchase their integrity silver extended warranty. They sent an adjuster and the adjuster agreed this problem needed to be fixed and covered. A couple of days go by and the shotty warranty company comes back stating one of the parts, that is completely internal and can’t be seen, isn’t on the warranty so they denied the claim. It is all part of the internally lubricated motor and should rightfully be covered. I have spoke with several warranty companies and ford dealerships and they ALL would have taken care of the issue no questions asked especially with the purchase of the extended warranty. Crooked dealership selling Jenky warranties. This is prestige last chance to do what’s right before legal action is taken.

  

  Business Response

  Date: 03/15/2025

  Hello, ****** and ****** purchased this vehicle jointly and titled it jointly. To obtain the approval and best terms from the lender the better credit is submitted as the primary borrower due to the credit issue you mentioned but again the loan is in both names. We did contact you regarding a $106.68 balance owed for a sales tax discrepancy that we ended up paying for you to get your title processed! When ****** and ****** signed the documents digitally you can see that everything was joint and there was also an option to download your documents, if you chose not to download of course we provide copies at your request. On September 2nd, 2024 we emailed you a Limited Power of Attorney that listed ****** as owner and ****** as co-owner that you both signed and returned so the title work could be processed. As far as the CarFax, we list this in our website, place a copy in a folder in every car on the lot and also have you sign a copy. There is nothing to hide and that's why we make the CarFax so easily available to all of our customers. The adjuster would never make a statement that something should be covered then deny the claim. We're sorry you're experiencing problems with your vehicle that you purchased 7 months ago but they are pre owned vehicles and we never know when mechanical breakdowns will occur.

  Customer Answer

  Date: 03/17/2025

   I am rejecting this response because:
  
  You guys are in fact lying, sold me a truck with a bad motor. Also sold me a 2,000.00 warranty that is trying to deny a claim when the chain broke the roller guard.  I’m not talking about the warranty that came with your truck I purchased. If your so called carfax reports are so open then why did you in fact leave a page missing from our papers you sent us? Also why are you hiding the actual service work done to the truck at your shop? Your terrible associates **** and ***** both stated that we have already started signing the papers and we can’t undo it!! You are the most crooked and unethical business I have ever come across. I will not respond anymore to your messages as I have sought legal counsel. You guys will be recieving papers in the mail directly from my lawyer. I am not the only customer your dealership has done this to. Good luck and see you in court. 

  Customer Answer

  Date: 03/17/2025

  Prestige is in fact lying about the actions they took in order to obtain this sale. That is also why the had to re send paper work for ****** and I to sign as they messed up and did not disclose information with us before moving forward. It is also another reason as to why we had to wait 2 months for our paperwork as well. Not everyone has access to certain amenities and is why people rely solely on their salesman and dealership at times. They know what they have done and that they have completely taken advantage of myself and ******. They are the most dishonest,sneaky, and manipulative people i have ever come across. 

• Initial Complaint

  Date:02/23/2025

  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.

  purchased a car from a dealership, it was delivered to me. I found several(so far) issues that were not disclosed at the time of purchase. Some damage may have occurred at the dealership and was not disclosed to me or the dealership knew about the issues and purposely did not disclose them to me. I asked them if the issues would be resolved and I have not hear back from them.

  

  Business Response

  Date: 03/06/2025

  Tell us why here...We are sorry to hear you are unhappy with your purchase. You, like every customer, has the ability to inspect the vehicle before purchase or pay for a 3rd party inspection. Based on the items you list in your email, the only thing we would be willing to look at is the windshield. The hood was definitely operational in our possession; maybe try to open it again. As for your assertion that we "falsely" made any claims is defamatory or grossly inaccurate, maybe you just need some assistance getting the hood open. We don't have magic fairy dust to make a hood work in our possession and magically break in your possession. There were no known issues to this vehicle at the time of your purchase. The vehicle started, stopped, and drove as expected for a vehicle of its age.
  My understanding is you made it clear to our General Sales Manager, **** *******, that you wanted to get an attorney involved, and that is your right. We do not refund vehicle purchases and we certainly are not paying to have the vehicle shipped back to us.
  Feel free to forward your attorney information to me via email.
  Thank you.

   

   

  The above message was sent to *** ******* on 02/27/25 by us in response to his email. We also sent a picture of his truck in our service department with the hood opened for the record.

  

  Business Response

  Date: 03/08/2025

  *** ******* was contacted after the text messages, it just wasn't what he wanted to hear. We did a complete safety inspection to ensure the safety of this truck, including replacing the transmission pan as it was rusted and also the right front axle assembly and sway bar were also replaced. Please keep in mind this is a 14 year old truck with only 66,490 miles, it is a nice truck but it's not brand new.

  Customer Answer

  Date: 03/10/2025

   I am rejecting this response because: I was not informed about,
  'transmission pan as it was rusted and also the right front axle assembly and sway bar '. None of this information was disclosed to me prior to purchase. The truck is in the shop right now having several things fixed at over $1700 and that still doesn't cover all the problems I have found so far. It still has a sizable crack in the windshield, non functional passenger mirror, faulty dash lights that I know of so far. I have pictures and will have receipts of what is being fixed so far.
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  I bought a vehicle on Nov 30th. On December 13th check engine light came on and I took it to get service. 3800 bill the warranty did not cover even though I was under 6 months and 3k mileage. Call the dealership to ask to fix the truck since I just bought the vehicle. They stated they can not assist and are not responsible for the vehicles they sell or stand behind their service

  

  Business Response

  Date: 03/03/2025

  The vehicle in question was purchased on 11/26/24, at the time of delivery everything was working fine. 3 months later we were contacted by Mr. ********** letting us know the vehicle was in for service and was in need of $3800 in repairs. The vehicle was sold AS-IS except for the 6 month or ***** mile limited powertrain warranty we provide at no cost to the customer. There are also service contracts available that we recommend to all of our customers for peace of mind and to limit the out of pocket exposure you have without this coverage. This is the exact reason we suggest this additional coverage as hourly labor rates are at almost $200 per hour before you factor parts into the equation. Vehicles are obviously mechanical items and we never know when something will break or stop working. Of course, we're sorry that you've had issues but it's inevitable with vehicles. It's literally just a matter of time when something will break.

• Initial Complaint

  Date:02/16/2025

  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.

  Started out with lies upon arrival to look at a car on their lot. We got there after a 5 hour drive and the car we went to look at wasn’t there….and no one found it important to inform us. We ended up buying a car from them in June with several things being guaranteed done before delivery. Upon delivery, NOTHING had been done! The battery light was on when the guy drove it off the trailer, the gas tank was empty, the oil wasn’t changed and the car had not been detailed ! all things that were agreed upon prior to purchasing. They basically took an oiled rag and rubbed the tires down. We have TONS of calls and emails that have been sent regarding this! No one gives us a straight answer, everyone says they’ll call us back and NO one does! We paid the price they were asking with the guarantee that these things would be done! We held up our end of the bargain and they just lie and continue to lie and give us the run around. They claim they did the oil change, however when i took it to our dealership they said it didn’t appear to be fresh and there was an oil leak to boot! So if they did it, why weren’t we informed of the oil leak ( we all know that answer). Buyers beware, check cars out, get things documented and guaranteed done BEFORE YOU take it off lot! unfortunately for us we live 5hrs away and trusted them to do what was agreed! We should have known based on all the red flags that were thrown from the get go! Carl, one of the managers is the main one in not responding. We did reach out to another manager and they guaranteed us a call back within 10 mins and it’s now months later and still NOTHING!

  

  Business Response

  Date: 02/20/2025

  To clarify a few things, we spoke with you multiple times in addition to emails and text messages. No one blew you off, your demands were out of order. The oil was changed on 04/29/24 at 89,142 miles, the vehicle was detailed then shipped to you on a flatbed truck at our expense of $550. Of course when the vehicle arrives it's only natural to expect it to be dirty from the highways and weather. We never pay to transport vehicles, this is an expense the consumer pays but somehow ***** was able to get that taken care of for you which I note because you haven't mentioned all the good things we have done for you. Whomever charged you $385 for a detail should have a BBB Complaint from you against them as that is very excessive. We also provided you a 6 month or 6,000 mile limited powertrain warranty including roadside assistance at zero cost. When purchasing a brand new car you typically receive a full tank as the manufacturer reimburses the dealer for that expense. We're good people too, just like you.

• Initial Complaint

  Date:02/10/2025

  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.

  Purchased Vehicle a year ago from prestige Auto Mall (PAM), ******** ***** ****. Paid $2,881.00 for a plan (p) 36 month extended warranty. I directly asked the manager at closing that I didn’t want to purchase a warranty thru them unless I could take it to any certified Nissan repair shop for repair. The manager at Prestige told me that they would like me, yes I could take my car to any certified Nissan repair shop. I said ok as I already have a Nissan repair shop that I have been having my car serviced at for years. I want them to do any warranty repairs. Therefore, i purchased a portfolio one warranty contract thru (PAM) I took my car in for service today to *** ******** ****** (RMN) for a repair. I am waiting all day. Was advised by RMN that Warranty company denied their claim. Reason: The repair is a coverable item but repairs have to be made by PAM because I do not live more than 40 miles from PAM. I talked to PAM and Portfolio warranty company saying I do not want to deal with PAM because of insurance, lineup, tire and glue on windshield issues I had with them after the day after I bought which they never really resolved and I already have a longtime repair shop I work with. I was specifically assured by PAM sales manager that I could take my car to a repair shop of my choice. I reached out to both PAM and portfolios one same day to have an override for permission for my repair shop RMN to repair my car for the reasons stated above. I am waiting here all day to get my car repaired. Both Portfolio One and PAM just blew me off and said no. The contract is therefore of no use to me. I am paying the $400 out of pocket for this repair to get my car back in a safe condition. I am see**** recovery of this $400 & the full $2,881.00 i paid for the service warranty as I was lied to by the PAM manager and the fact that the warranty is of no use to me is I can’t use a repair shop of choice.

  

  Business Response

  Date: 02/20/2025

  *** *******, please provide proof that your repair shop filed a claim with the warranty company as I'm getting conflicting information. In fact I was told your preferred agency doesn't honor 3rd party warranty payment. On page 3 of your service contract it explicitly states under the topic "How To File A Claim" if your vehicle is within 40 miles of the selling dealer, you must deliver your vehicle to the selling dealer. If your vehicle is more then 40 miles from the selling, call the claims service office at ************ for instructions before you deliver your vehicle to a licensed repair facility. To assure coverage under the terms of this contract, authorization must be obtained from the administrator prior to teardown or repair. This is standard procedures for warranty companies. We could've easily fixed this for you and had it covered under you contract but you chose to take it to your preferred shop because of "insurance, lineup, tire, and glue on the windshield". You also stated that "we never really resolved", could you please elaborate on this? I've gone through all the text messages and emails since your purchase on 12/16/23 and do not see anything pertaining to any issues. On 12/18/23 you asked our corporate office to send you a copy of your service contract and that was sent to you immediately. Please don't make us the bad guys due to you wanting to use your preferred shop. The service contract is prorated on time and mileage if you'd like to cancel the contract, the refund will be sent to the lienholder if not paid off yet. You purchased a very nice ****** from us and obviously haven't had any major issues with it so maybe focus on the amazing deal and vehicle you purchased.

   

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because: 
  
  The dealer had not offered me a resolution to their lies made to me regarding the car warranty in order to sale it to me.

  Hears my issues again.

  Purchase car 12/16/23. salesman was ****.

  My issues with dealer:

  1) **** gave me the keys buy later found out i could not take car with me. was advised by **** i could pick up from lot next day even thought they were closed. So i had to take/pay for a Euber $35.00 to travel back to car dealer the next day to pick car up. Dealer was closed that Sunday... picked it up on the lot and took it home. Nothing had been done to the car. It still had the dealer sticker glued to the window.  i called next business day and was told **** was no longer wor**** there. 

  2) call from ******@ prestige that same week that they made mistake on the car warranty. Should be 3 years rather than 2 years. need to redo. also they should have gotten my car insurance info before i picked car up. provided her the insurance and resigned the digital warranty contact.

  3) took car back first week because the wheels were out of line and to have them remove the glue from the inside windshield where the sale invoice was. got car back later in day. nothing was done. the wheels were still out of line and the glue still on windshield.

  4) took car back to dealer as the tire air pressure keep deflating. dealer advised the wheels were fine. a few months later after the wheel pressure kept going down i took to another repair shop who said i had a small leaking tire and they repaired the leak. they still did not remove the glue from the windshield.  the glue sis still on my windshield a year later.

  These are the reasons i do not desire to have your company repair my Vehicle. You have demonstrated that you do not pay attention to detain in servicing my vehicle and verbally lied about the warranty service details.

  On 2/10/25, when i present the vehicle for repaid by a shop of choice. I called the warranty dealer. I talked to the following individual's: ***** in pre-cert., ****** and ******* ***** in escalated claims, and head supervisor *** ****. this was late in the day, about 2:00pm after being on the phone 3 hours holding and being transferred by them. Claims people there said they were no going to approve my repair.  That i need to call prestige to get the to override and give the ok for them to pay.  I had the service tech at my repair shop also call the Warranty dealer and as told the same thing, that repair shop had to call Prestige (you) and have you override the 40 mile issue so the repair could be done and the warranty company can cover it.  Repair shop called Prestige (you) and was waiting for a call back to get the repair done.  since you never apparently called my repair shop back to give the ok and it was late in the day, i gave the repair shop the ok to repair the vehicle and paid for it out of pocket.

  I am aware of the fact that  i can cancel my warranty contact at any time. Do write me back as if that is some sort of resolution for me.

  I have submitted my terms to be made whole by you.  If you don't agree, then advise me of how you are going to resolve this issue.

   

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

   

   

  Customer Answer

  Date: 02/27/2025

  Additionally

  At the time of the auto financing i told the sales manager that i did not want a lot of credit inquiry's on my credit report. The manager assured me that there would only be one hard inquiry and a few soft inquiries that would fall off report in a few days.  After the deal closed i should the manager that there were at least 6 or hard inquiry's on my credit and asked why and for a resolution to get many of the inquiry removed. The manager assured me that they were soft inquiry's and would fall off ina few weeks.  The inquiry's did not fall off my report and are still on the report as of today, a year later, I did dispute with the credit bureau but they were not removed.

  This is another reason why I do not want anything to do with this company and suggest that any future potential car buyers avoid dealing with them 

   

  Customer Answer

  Date: 03/01/2025

  Additional information,

  Picture of glue from original sticker invoice which is still on my inside passenger side windshield to this day.  a year later. I could not get it off.

  Customer Answer

  Date: 03/21/2025

   I am rejecting this response because:
  submitting addition information.

  the Business is claiming that my car repair shop does not accept 3rd party warranty's,

  I am submitting addl. information stating that they do and did contact the warranty company for pre-approval to do repair but were told that warranty company would deny their claim for repairs. 

  as stated before i was not provided all completed paperwork to review until after the sales deal and warranty contact were completed via laptop where i was prompted to initial each section and relied on the prestige's sale person and/or  manager to interpret each page i was initialing as the contents of the pages were to small to read on the laptop.

  Thank you,

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

  
  

  Customer Answer

  Date: 03/21/2025

  online complaints against prestige's auto dealer bad practices

  

  Business Response

  Date: 03/31/2025

  I'm truly confused as why this has been reopened, the only uploaded information from Mr. ******* is a screenshot of 2 ****** reviews. No one said that the his chosen repair facility did not accept 3rd party service contracts, we asked if they opened a claim with the service contract company as we had conflicting information that a claim was not submitted therefore I asked for some type of proof that they did. The fact is the repair would've been covered if he brought the vehicle back to us per the service contract. As far as the signing of  the documents on a laptop confuses me more. No one rushed Mr. ******* while signing his documents and again at the time of signing you were prompted to download the copies for your records.

• Initial Complaint

  Date:01/09/2025

  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.

  [[BBB transcription via email, see attachments for complete complaint details]] On July 25th, 2024, I traded in my 2018 Chevy Malibu for a 2016 Land Rover Discovery. On July 29th of 2024, the gear shift on the Land Rover was stuck in drive. I called and we managed to get it sorted out until I heard back from the garage, Euro AutoWerks in Fairview, PA(the closest company to me that works on luxury cars). It was discovered that there was more wrong with the car than what was anticipated. The all wheel drive in the vehicle was and still is broken. After multiple attempts to contact them about getting it fixed and information about the warranty, I have yet to hear anything back. Voicemails have been left and when contact is made, the conversation is short. I always get told that I will receive a call back. It has been a 5 going on 6 months struggling to get in contact with them. Even the work phone number for **** ******* goes straight to voice mail. I was assured all was freshly tuned and fixed in the vehicle. The original purchase date was suppose to be in June, but was delayed for a month due to "fixing" the engine and clearing codes.

  

  Business Response

  Date: 01/11/2025

  Mr. ******* initially inquired to purchase the 2016 Land Rover Discovery on 06/28/24 at 1:29AM, on 06/28/24 AT 12:05PM we made him aware that the timing chain was being replaced and this vehicle wouldn't be available for 2-3 weeks which Mr. ******* acknowledged and was ok with waiting until is was finished. On 07/03/24 Mr. ******* gave us a deposit to hold this Land Rover on his behalf. This vehicle was sold AS-IS with the option to purchase a service contract for his peace of mind. He was given a limited 6 month or 6,000 mile powertrain warranty including roadside assistance and should take advantage of this warranty as it does cover powertrain and max's out at a total benefit of $1,500. As a good will gesture when he encountered an issue with the gear selector shortly after purchasing, we paid Euro Autowerks $997.04 to have that issue fixed. I can not take a 2016 and make it brand new, we had to spend money on Mr. *******'s trade in as there were some issues that were not disclosed to us, we did not call him to participate with the expense to have the items repaired. We strongly encourage our customers to get a service contract for this exact reason, we never know when something is going to break and believe we went above and beyond to assist him. Brand new cars come with a factory warranty, unfortunately pre owned vehicles do not unless there is a remainder of factory coverage remaining.  Fixing the timing chains before Mr. ******* purchased this vehicle is an example of our commitment to make sure we recondition vehicles properly.  However, a perfectly operating vehicle today can have unforeseen issues months after purchase that did not exist at the time of purchase, as is the situation in this case. Of course we appreciate your business but we can't fix the vehicle for free every time an issue arises. 

  Customer Answer

  Date: 01/20/2025

   I am rejecting this response because:
  When the garage fixed the gear shift knob they also found the allwheel drive was starting to give out. This should have never been sold to me with the inspection team looking the vehicle over before the sale to me if they were properly doing their job. I gave them a down payment and 2 days later my car was stuck in drive for a week until I could get a tow truck to take it to a garage 50 minutes away from my house. I shouldn’t be responsible for the AWD starting to fail and I tried telling them for 3 months about this and they never said they won’t fix it. They said we will call you back which they never have. All the calls since I bought the car were me calling them and either hearing they will get back to me or sending me to **** ** Who never picked up. 

  

  Business Response

  Date: 01/20/2025

  *****, you and I spoke many times. I even provided my cell to you as that is the best contact to reach me. We good willed over $900 to help you out on a AS-IS vehicle, you have a 6 month or 6,000 mile limited powertrain warranty that you should be taking advantage of that includes towing. This coverage expires 01/25/25 or 98,521 miles so time is of the essence as that warranty covers the engine, transmission and drivetrain which includes the transfer case and all internally lubricated parts, including: main shaft, gear sets, chain and sprockets, bearings, bushings, mounts, fasteners for the components listed above, and electronic and vacuum engagement components. This warranty was provided at no cost to you. Please, take advantage of it before it runs out on 01/25/25. 

• Initial Complaint

  Date:09/16/2024

  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 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 Answer

  Date: 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

  Date: 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

  Date:09/10/2024

  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.

  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

  Date: 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

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/19/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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.