ComplaintsforPrestige Auto Mall

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them. They sold me a faulty car after 2 weeks having they tell me that I have to pay **************************************************************************************************** that it was. And when I took it in they scraped up my bend new rims and not willing to call me back to even discuss yhe situation.. the sales manger took pics of it before I left the Carlot said he sent it the gm and Im still waiting for ********************* to even respond to this situation. I have everyday to all 3 stores for a week and half and still nothing

  

  Business response

  05/18/2022

  **************** did purchase a 2014 ******** ************ from us on 4/21/2022.  The vehicle was brought into us because of a headlight concern and a traction control light.  Upon inspection of the vehicle, the customer had purchased an aftermarket ******** **** light up emblem that was installed AFTER they purchased the vehicle from us.  During installation of that aftermarket light up emblem, someone drilled a hold through the grill and likely drilled too far damaging the headlight while securing the emblem to the grill.  We then drove your vehicle around the block to determine what the cause was to a traction control light.  This issue was corrected and the vehicle was never driven on a highway or freeway.  While it is unfortunate there is damage to your headlight and rim, it is FRAUDULENT to try to extort a dealership to pay for something you damaged.  And we will pursue every legal means to us to protect us from your frivolous reviews and complaints.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the car less than 45 days ago. I asked the sales guy named jeff if the car has been tuned and he said it has not. They also told me that the car has a 5 year 60k mile warranty on the car. I had a transmission issue and took it to Honda to get it diagnosed. Come to find out the car has been tuned so hence, voided the warranty. I called prestige auto and they told me they had no idea it was tuned and told me they can not do anything about it. I wouldn’t of bought car if I was not guaranteed the warranty.

  

  Business response

  05/09/2022

  Mr. ****** took his vehicle to a Honda dealer and was notified that they believed the vehicle was previously tuned, but it is currently NOT tuned.  We did not sell this vehicle to Mr. ****** knowing it was or may have been previously tuned.  We provide a 6/6 Limited Warranty with the purchase of our qualifying vehicles.  We informed Mr. ****** that our 6/6 Limited Warranty would help with repairs that were needed to the engine, trans, or drive axle.  We would never guarantee anyway of work that may or may not have happened to a vehicle before we ever purchased it for resale on our lot.  Mr. ****** is afforded the same ability to have a 3rd party inspect a vehicle before he purchased it.  Thank you.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from here, a day or two later noticed the transmission slipping. Called the salesman right away, he would say "I will have my manager ******* get back to you" of course no call. I finally called the service department and scheduled an appt myself. after having my car one week I started calling for an update, took a few days to get that update. Long story short....I needed a new transmission at MY COST!!!!!!! I am sorry but, if you sell someone a vehicle that needs a new transmission you should cover it or at least help cover it!!!!! And, I'm pretty sure they knew it needed a new transmission and sold it anyway. Unless they didn't fully check out the vehicle prior to selling it...hmmmmm

  

  Business response

  04/01/2022

  ****** ****** purchased a used 2013 Nissan Cube from Prestige Auto Credit on 2/23/2022.  This customer choose not to purchase an extended service contract.  After driving 2,705 miles from the point the vehicle was purchased, the customer stated she had a transmission concern.  The recommendation by our service team was to replace the transmission.  Because we provide our customers with a limited warranty for 6 months, or 6,000 miles when they buy a vehicle, that warranty will cover $1500 of the repair bill.  The customer also has the ability to get a second opinion and take her vehicle wherever she would like and our warranty will still cover the first $1500 of any repair bill.  It is unfortunate that Ms. ****** has experienced a mechanical issue, but this is not due to any negligence on our part.  Her vehicle was thoroughly inspected, she had the opportunity to test drive the vehicle and while doing so there were no issues.  She was also given the opportunity to purchase a service contract that likely would have covered any additional out of pocket expenses, but she declined that peace of mind.  Thank you.

  Customer response

  04/01/2022

   I am rejecting this response because: the statement form the company is not all correct. First the full warranty was NOT verbally explained or offered to us!!  Yes, we did sign the papers as they are quickly running through them. But, we only discussed the limit warranty. So, we did not know of that option. Yes, we had a limited test drive on side streets where the salesman directed us to go where the speed is limited. As for the miles, like mentioned previously we started calling the salesman 3 days after purchase to repot the issue, we were told Anthony would return our our call…but, no call.  so, I finally called the service department and scheduled an appointment myself  then, they couldn’t get is in for another 5 days.  Yes, we did need to use the car thats why we purchased it.  Why did ******* not return our call when we started calling so the car could of been serviced right away ?
  
  

  
  

  

  Business response

  04/04/2022

  As with all our customers, we absolutely did provide Ms. ****** the option to purchase a vehicle service contract. On camera, she and her husband declined the service contract verbally and on paper because they said their son was a technician and they did not need one.  Next, our sales manager and our service manager communicated with Ms. ****** on many occasions.  Lastly, we are more than meeting Ms. ****** in the middle.  We provided her a limited 6/6 powertrain warranty at no cost to her and as a result she is receiving up to $1500 towards the repair bill to have her vehicle repaired.  Most dealerships in our area do not offer these powertrain warranties and when cars fail, the customer is responsible for the full bill.  Thank you.  

  Customer response

  04/07/2022

   I am rejecting this response because:  I would love to see the video please reach out so I can get a copy/or come view it....My son IS NOT a technician, nor would I ever lie and say that he is.  Makes absolutely no sense!!!  

  you DID NOT offer me verbally a full contract. As I have stated it may have been in the paper work but the lady that was doing the paper work went through things very quickly and actually had to go back in her office to make changes because she made a mistake, stating she has just come from another location and you do things a little different.  You will probably see that on the tape you previously mentioned. 

   

  I do not feel you are meeting me halfway at all as I have to pay for a new transmission on a care I purchased.  And, a lot of dealerships offer limited warranties.  
  

  As for the communication part, I never stated you did not call me back...I stated we started calling 3 days after purchasing the car, the salesman said you would call and you did not.  so, after my husband called a few times and several days later.  I decided to call the service department and schedule an appointment on my own, when I dropped my car off I happed to talk to you at the desk and you gave me your card (there was another gentleman at the desk).  After having my car for over a week with no call to let me know the status, I called you left you a voicemail, no call back.  I called you the next day and you did return my call stating you will have the service department call me.  They did not call..so, I called you again, Then they finally called me.  After that, we did communicate a few times regarding the cost and the fact that I was not happy with having to pay over $1,700 to repair a vehicle I just purchased. 

   

  I am sorry I feel that either you did not fully look over the car prior to selling it.  Or, you sold it knowing it needed a new transmission.  I have spoke to several mechanics and they believe the same, no way if you completely checked out the vehicle, you would of known.

   

  Thank you and looking forward to viewing the video.

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

  
  

• Initial Complaint

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car about a year ago from them. The sales person that worked with me was really nice but he wasn't all the way honest. He told me that the car had only gotten a flat tire and was stuck on the side of the road. That wasn't the case, what actually happened was the car was ran off the road and was completely disabled. Since I got the car I have had to take it to get fixed about 6 or 7 times. This car has been nothing but headaches. One of the speakers blew out not even a week after I got the car, The drivers side handle snapped off. The rear quarter panel was damaged in the previous accident and was not properly fixed, causing gas fumes to leak into the trunk. The car struggles to shift properly. Steering wheel made a clicking noise while turning, the whole steering column needed replaced.

  

  Business response

  03/13/2022

  I am sorry to hear of the concerns ********* *********** is having with her used vehicle.  Based on reading the attached repair orders she provided, it looks like all of her concerns were repaired free of charge to her by the ****** dealer she took the vehicle to.  As for the shifting problem and the vehicle struggling to speed up, the ****** dealer said they were unable to duplicate that concern.  They said the vehicle was operating properly.  The opinion of the that dealer is that the repair work done to the rear quarter panel may be why fumes get into the trunk.  The repair orders the customer provided show she took the vehicle in for fumes when refueling, a broken door handle, and clicking in the steering column in July, which is 6 months after she purchased her vehicle.  None of these issues were present when the vehicle was sold.  We inspect every vehicle we take in, however, we do not take them apart and put them back together.  While we understand repairs to vehicles can be frustrating, this isn't something we would provide compensation for.  If the customer would like to look at trading this vehicle into us, and getting a different vehicle, we would be happy to do that.  Thank you.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was not informed a previous accident in the car did extensive damage to the front end

  

  Business response

  12/02/2021

  *** ****** did purchase a vehicle from us on 8/7/2021.  With every vehicle we sell, we provide a Carfax report.  *** ****** was given, and she signed, a document outlining the fact that this vehicle was in an accident and she had every right to have the vehicle inspected.  She declined that option.  We don't believe we misrepresented this vehicle purchase in any way to *** ******.  We would be happy to provide her with copies of the documents she signed indicating the condition of this vehicle if she is not in possession of her original copies provided to her.  Thank you.

  Customer response

  12/03/2021

  I was given a car fax that said the damage in the vehicle in the previous accident was less than $1000 in damage so the details weren't disclosed however that clearly isn't true because when I had it looked at by a mechanic I was told the damage would cost well over $1000 as of now so apparantly the damage originally was over $1000.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m writing you in regards to the complaint ID *******. Herewith I’m filing the complaint against Prestige Auto Group under my own name. I had purchased a 2009 Audi A4 on August 10, 2021. After I test drove the car I found an Mobil1 oil bottle in the trunk. I had asked sales associate ***** ***** if the car had excessive oil consumption and received the answer “The engine is great. There is nothing to worry about”. It is beyond my understanding that Prestige Auto Credit had replied to the BBB that a European car with 178K miles has always engine flaws. It raises the legitimate question why they didn’t they tell me on Aug 10, 2021? Three days after the purchase I had no engine oil anymore and I brought the car back to Prestige Auto Credit. The dealer filled up the oil but didn’t diagnose the car. The engine continued to lose oil in the next days, so I brought the car back Aug 20, 2021. Service manager *** ****** committed to diagnose the car but never got back to me. On Sep 8, 2021, *** ****** had committed in a meeting with my father **** ******** to work on the Audi A4 and reduce the oil consumption via adjusting the pressure of the turbo. *** ****** asked for 2-3 days for the fix. Since then I have not heard back again from *** ******. In my distress I have reached out to **** ******* who is in charge of sales and service at Prestige Auto Credit. Despite various attempts, *** ******* decided to ignore me too. The dealer is simply waiting for the problem to resolve itself. To conclude: my car is now since Aug 20, 2021 at Prestige Auto Credit. I’m getting ignored and not contacted. Not one time has Prestige Auto Credit asked me to pick up the defect car. I’m in possession of emails and instant messages that proof the case. I’m requesting that the car gets fixed or that Prestige Auto Credit takes the car back and fully reimburses me. Obviously the dealer was aware of the defect engine and sold it to me anyway. I regard it as fraudulent business practice.

  

  Business response

  11/09/2021

  ***** purchased a 2009 Audi A4 with 178,279 miles for $5995, from Prestige Auto Credit on 8/10/2021.  During the course of this transaction, ***** and his father, ****, were made aware MANY times that this vehicle was being sold AS-IS and before purchasing they have every right to have this vehicle inspected before purchased.  Our salesman, ***** *****, even suggested to the father and son to have the vehicle inspected at Cascade Audi.  After agreeing to purchase this vehicle as-is, ***** was also given a form to sign indicating and acknowledging the AS-IS purchase with the following language:  “NOTICE OF VEHICLE SOLD WITHOUT ANY WARRANTY”    Prestige Auto Credit is selling the above motor vehicle without warranty in “AS IS” condition. Previous or needed repairs to this vehicle, if any, are not and will not be our responsibility. The purchaser will bear the entire expense of repairing or correcting any defects that presently exist and/or may occur in the vehicle.    We will not issue refunds, credits or adjustments or buyback the above vehicle once it leaves our premises. I, ***** Wernecke, have been offered the opportunity to have this vehicle privately inspected by an independent motor vehicle inspector prior to purchase and have (done so) ____, (refused inspection) _X___. 
  
  PURCHASER HEREBY ACKNOWLEDGES HE HAS READ, UNDERSTANDS AND ACCEPTS THE PROVISIONS OF THIS WARRANTY STATEMENT FOR THE ABOVE IDENTIFIED VEHICLE.

  As we have explained to ***** and his father, we will not be paying for any repairs to this vehicle.  Thank you.

  Customer response

  11/09/2021

   I am rejecting this response because:
  1. I was not told by Prestige Auto Credit to have the car independently inspected. Instead sales pressure was used on me by ***** ***** stating that the car is in such a great condition that it would be sold on the internet within 24h. 
  2. That the car had an oil bottle in the trunk. It indicates that the dealer was aware of the immense oil consumption and still sold the car to me as being in "great condition".
  3. Service manager *** ****** had agreed to adjust the turbo pressure in order to reduce oil consumption. He has not done that at all and avoids any contact with me. 
  
  Sincerely,
  ***** ********
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 15 of 2021, I purchased a 2010 dodge challenger Front Prestige Auto’s Mall. Given that I was just recently in a severe automobile accident, I was wary to purchase a vehicle, But concluded a deal with prestige. The car was older, much older, than my original parameters for a vehicle; however, the salesperson ****, showed me a 2010 challenger in appeared immaculate condition with a beautiful leather interior/reworked sound system. I was instantly sold with final anxiety over purchase of a warranty through Integrity warranty LLC of Tennessee, who has a motto of “selling peace of mind.” The owner, ******, highly recommended the warranty given that the vehicle was sold as is, and vehicles of this age occasionally have issues. About four weeks later following the purchase, the car begin smoking and the engine catches fire in the middle of the freeway in Cleveland on my way to work in North Olmsted. Long story short, the insurance company Rejected a claim because my insurance policy did not cover mechanical failures and because nothing was hit, It would be considered fraudulent for me to file a claim for damages. The insurance company directed me to the warranty company. Following inspection from Dodge Spitzer, I was quoted at $18,000 of damages stemming from a bad splash shield, coolant system, and radiator resulting in overheating of the engine and catastrophic engine failure. Integrity warranty LLC rejected the claim stating that the issues appeared to look like they came from an accident or collision. Given that I had coverage for these concerns, and my initial claim was rejected by The General Insurance because I hadn’t experienced anything of the sort, The peace of mind warranty purchased for between 2000 and $3000 for my vehicle is affectively worthless along with my pile of junk challenger without an engine. It is my understanding that the warranty either needs to be honored for engine replacement or Prestige missed the damages during inspection.

  

  Business response

  11/02/2021

  *** ********* did purchase a 2021 Dodge Challenger from us on 9/15/2021.  At the time of purchase, *** ********* had the opportunity to have this vehicle inspected, to test drive it, and to make any final decisions.  At this point, *** ********* has repeatedly threatened our employees both verbally over the phone, via text, and in multiple times in our dealership.  When we were initially notified of his vehicle's engine failure, we decided to provide him with a free loaner vehicle for 5 days to allow for time to speak with the warranty company.  *** ********* drove his vehicle extendedly while it was overheating.  This is not coverage under service contract guidelines.  The vehicle needed to be stop and shut off; that did not happen and major engine damage happened as a result.  That is not our fault and that is not Integrity Warranty's fault.  Last night, 17 days after we provided *** ********* a free loaner vehicle, he finally brought our vehicle back to us dirty and with many threats of legal implication.  At this point, we don't believe we are responsible for *** ********* failing to stop his vehicle due to overheating.

  Customer response

  11/02/2021

   I am rejecting this response because:
  
  The vehicle that is catastrophically damaged went from driving immaculately fine without a problem in the world (no check-engine lights, etc), to in limp mode, smoking and with an engine on fire that is completely unusable within the span of a quarter mile or less. Given no mechanics background or mechanical expertise, your assertation is absurd, regardless. In reference to threats, no threats were made. Strict mention of lawsuit if I am not adequately compensated for all comprehensive damages was discussed between ****** and I. Given that ****** and I had an agreement that he would provide a vehicle (ie., Quid-Pro-Quo status) under the visage of no lawsuit (my initial issue was with the warranty company; who is asserting that there are damages that may have been missed/covered up by your inspectors/mechanics).

   

  Given that my insurance was called and I was covered at the time of the incident, and I was advised NOT to file for coverage from my insurance because A: There was no accident; B: There was nothing hit/no indications of prior damage until the incident occurred.  In any case, I am livid that your dealership attempted to claim that I stole the car on 11/1/21, given that I have specific text messages stating that I had permission to use the vehicle, as well as have been attempting to call ****** and have called 5 or 6 times to no avail in the last week. I have call logs and text logs as well. My claim stands. I wish for complete compensation of ALL damages. 

  

  Business response

  11/06/2021

  As this customer states in his response, this vehicle was sold immaculately with no issues.  A MONTH LATER while he was driving the vehicle, it overheated and he failed to stop and pull over.  As a result, the engine caught fire and sustained major damage.  While I feel terrible for this customers situation, this was caused by his negligence.  This did NOT happen a quarter mile after buying the vehicle.  It happened a month later while he was driving it and based on his negligence.  Thank you.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an automobile from Prestige Auto on V.Odem Blvd. After about a month from the purchase,my rear view mirror fell off.It's an auto dim mirror with digital/magnetic compass that needs to be re-calibrated.I called the dealership to explain what happened and the salesperson that sold me my vehicle said..."tht sounds like a job for Super Glue". Can you imagine my anger when the dealership you just made a vehicle purchase from says "use Super Glue! I took my vehicle to an actual Audi dealership and they informed me that my vehicle's windshield had been replaced with a non factory windshield and that's why the mirror failed to adhere to the windshield.The estimated cost for the repair,$1900.There's nothing on the Carfax that would suggest the need for a windshield replacement.I've reached out to the dealership four times via phone, voice message and company site.I haven't received any information as to why they replaced the windshield,why would they replace the windshield without an Audi factory windshield.Cuyahoga Falls Audi says the mirror will always fail due to the fact that the windshield is not Audi glass.. Those components must work together to function properly.Please help me as it has been four months since I first reported this to this dealership.

  

  Business response

  11/06/2021

  This customer's vehicle was purchased from us As-Is and was used.  This customer did not have to purchase a $1900 windshield from Audi to correct the issue, however, that was their choice.  We sell thousands of vehicles every year and many vehicles throughout their lifetime have the windshield replaced with aftermarket windshields.  This is very common practice with insurance companies, dealerships, and vehicle owner's across the country.  This is not something that we would be provided reimbursement for.  Thank you.

  Customer response

  11/08/2021

  This was not an as is sale.They are attempting to commit fraud if that is their claim.

*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. ↩