Complaints

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

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  Advantage Auto Group, Inc.

  1230 E Main St Xenia, OH 45385-3314

  
• 

  Advantage Auto Group, Inc.

  4508 S Dixie Dr Dayton, OH 45439

  
• 

  Advantage Auto Group, Inc.

  401 Woodman Dr. Dayton, OH 45431

  
• 

  Advantage Auto Group, Inc.

  1951 S Dayton Lakeview Rd New Carlisle, OH 45344

  
• 

  Advantage Auto Group, Inc.

  880 E. National Rd. Vandalia, OH 45377

  

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:11/25/2024

  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 bought a 2012 Ford Explorer November 2023. July 2024 my engine failed. I contacted ******* and he told me the warranty department would deny my claim because they can prove I failed to maintain my vehicle prior to even having any documents. My vehicle had an oil change 6 days prior to my engine failing. Jamie’s in Xenia was the one to “fix” it. They told me I would get a new engine and after I picked the vehicle up they still did not send me any documents about the diagnosis or the repairs they completed. After days ******* sent me the documents and on the documents showed they put a used engine in my vehicle without telling me. The engine had over 90,000 miles on it. The vehicle was repaired August 16th, on November 20th my engine failed again. I have tried to call ******* for 3 days now with no response. My car is still sitting in a parking lot because no one is willing to help me. Keep in mind I had to pay out of pocket for the repairs since my warranty would be denied. I am making my car payment plus the repairs that previously happened. I want to wash my hands of this place! 10/10 DO NOT RECOMMEND!

  

  Business Response

  Date: 11/26/2024

  We understand Ms. ******** frustration and regret the issues she has faced with her vehicle. The original Vehicle Service Contract claim was denied because the engine failure was caused by a timing chain issue, which is not a covered component under her VSC. Additionally, even if the failure had been related to a covered component, the lack of required maintenance records would have prevented approval. The service contract specifies oil changes every six months or 6,000 miles, and Ms. ****** provided only one receipt for an oil change shortly before the failure. However, her vehicle had been driven approximately 18,000 miles in just eight months—an indication of heavy driving, which makes regular maintenance even more critical.

  
  Despite the circumstances, we worked with Ms. ****** to assist with the repair costs by offering a no-interest payment plan. The replacement engine, sourced from a reliable supplier, had approximately 90,000 miles—significantly less than her original engine—and was installed with a warranty for added protection. Following the recent issue, we arranged for her vehicle to be towed to the repair facility at no cost to her, even though we were not obligated to do so. We remain committed to assisting Ms. ****** and are actively working toward a resolution. Our aim is always to provide support within the terms of our agreements while ensuring the best possible outcomes for our customers.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Kia sportage form this dealership on October 8 2024. My engine light came on October 12, 2024 not even a full week of having the vehicle the manager told me everything would be covered due to me just purchasing the car , now they’re asking for a deductible of $500 , because the car passed an inspection when i brought the car to them to get the engine light checked out he turned the light back off how do i know an inspection was done correctly if they have the tools at the dealership to turn off any engine lights ! I feel like I am being played , they told me one thing now they’re telling me another !! And really want to report this situation!! This is not right I didn’t have the car a full week

  

  Business Response

  Date: 10/29/2024

  The brakes on the 2017 Kia Sportage were at the minimum threshold but passed inspection. Because Ms. **** reported braking symptoms shortly after purchase, we replaced the brakes at no cost to her, an $800 service. The check engine light, triggered by an emissions-related issue with the catalytic converter, presented no drivability or safety concerns. Although this component is not covered under warranty, we provided a $300 fuel treatment to try resolving the issue without a warranty claim. Additionally, we listened to her concerns, facilitated an appointment, and have already completed the necessary work, releasing the vehicle back to her, which she is currently driving. We also informed her that, should she wish to pursue a repair, we would assist with a warranty claim, requiring only a $500 deductible for a repair valued at $1,800. Altogether, our goodwill assistance totaled $1,100, reflecting our commitment to customer satisfaction and addressing this matter thoroughly and fairly.
  

  Customer Answer

  Date: 10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: my car is still messing up I haven’t have the car a full 2 weeks and now it’s back in the shop for different reasons, my engine light is blocking non stop the car is in FACT NOT IN DRIVABLE CONDITIONS.. I was late 5 hours to work yesterday due to my new car not wanting to drive or pick up speed on my way into work! No ones reaching out to me PERSONALLY I’m speaking to everyone but the person whos In charge of the car .. I got the car back after the REPAIRS THAT WERE MADE WITHOUT NOTIFYING ME NOW THE CAR IS MESSED UP AND NOT DRIVABLE NO ONES TRYING TO HELP OR REACH OUT THE CAR IS A LEMON 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/04/2024

  Ms. ****** vehicle was inspected, and the check engine light was found to be triggered by low fuel pressure due to insufficient fuel. Our in-network repair facility generously added $10 of fuel to resolve the issue, after which the vehicle operated normally. Ms. **** was promptly notified to retrieve her car, with all costs covered by Advantage Car & Credit, again.
  

  
  However, her ongoing approach has created unnecessary disruption, and we are not satisfied with this level of chaos. Should legitimate, warranty-covered issues arise in the future, we remain available to assist.

  
  

• Initial Complaint

  Date:09/11/2024

  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 this car less than 30 days ago and from the moment I bought it I’ve addressed issues with it such as a strong pet odor, pet dander, squeaky breaks, strong gas smell, and an exhaust leak and not the transmission had gone or is going out! For all I know it could be the engine! I asked the sales rep ***** about if the oil had been changed recently and he said yes and I asked for paper and he stated it would be included in my papers which was a lie! He was rusty and didn’t really want to answer and questions, when I brought the exhaust leak to them their excuse was that that “things sometimes get missed!” They even said Tire discounters inspected the vehicle! BS! I’ve been texted them at times with no response! I’ve called and no answer because they screen their calls! They are horrible to do this to a woman! Or anyone! Either give me my $500 back or allow me to drive one of their vehicles until this is fixed! They then said to bring it in now how the heck is that supposed to happen on my back!? I’m out or money and a car all because they say my paystub and where I work! If I was different I’m Sure they would have provided excellent custom service and not sold me this lemon! Now I'm out of a car and money! I was in a desperate situation and they knew that!

  

  Business Response

  Date: 09/12/2024

  Thank you for bringing this to our attention, and we apologize for the frustration you've experienced. We reached out today to try to resolve the situation and are committed to addressing the mechanical issues with your vehicle. While I understand your need for a loaner, we’re here to assist in scheduling an appointment at one of our in-network repair facilities to address these concerns as quickly as possible. I’d also like to mention that you did test drive the vehicle prior to purchase—after that drive, were any of these issues evident? We’re ready to help resolve this, so please contact me directly to move forward.

  Customer Answer

  Date: 09/13/2024

  I was incorrect also about the mileage I wasn’t near my car but it was  estimated.. they were absolutely aware I have record of texts messages emails etc . I’ve even slow ***** via telephone when they weren’t screening my calls! They are only responding now because I contacted you! They didn’t even offer to help get my car to the car repair place! Do they want me to drive a car with a bad transmission to make it worse!? I reject 

  their response 

  

  Business Response

  Date: 09/14/2024

  You are welcome to express any concerns you have, but the best way to resolve this issue is by answering your phone so we can schedule an appointment. Since you are still driving the vehicle, the urgency of the matter seems questionable. However, we are committed to supporting you as our customer and standing behind the product to the best of our ability.
  

  We understand the importance of having reliable transportation and want to address your concerns to get your vehicle back to you as soon as possible. However, the time spent writing responses instead of answering calls, along with avoiding communication with your finance company, is not productive.

  
  Please note that your finance company has no direct involvement with repairs, and you are still required to fulfill the terms of your contract regardless of any repair issues. Payments and repairs are entirely separate matters, and we strongly advise you to make your payment to avoid defaulting on your loan.

  Customer Answer

  Date: 09/16/2024

  You personally saw me driving the vehicle! You all are POS the next time you communicate with me it most definitely better be through my attorney! How dare you pos attempt to down play this situation and act as if nothing is wrong! I have record of every call and text you ignored from me and how many times you have so called attempted to contact me! You are trying to save face just as a crook who sold a lemon would do! 

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3rd 2024 I started financing a van through this car lot, within 7 days I noticed that the car was having problems driving. I notified the car lot and was instructed to go to AAA I went to AAA three times and finally was told that this van has an electrical problem, I reached back out to the car lot to try and get this issue resolved and I’m being told they won’t cover the costs to fix the issue and they won’t offer me a trade in to give my family a reliable driving car.

  

  Business Response

  Date: 09/12/2024

  We acknowledge your complaint regarding the issues with the 2009 Caravan you purchased on May 3, 2024. It’s important to note that within the first 7 days, you had already driven the vehicle nearly 2,000 miles, and despite the initial diagnosis from AAA suggesting a basic tune-up, you chose to address these repairs on your own without involving us. We were informed later about the fuel injector issue, and again, you opted for AAA to handle it independently.

  As of now, AAA is still diagnosing the problem, but despite this not being a covered repair under your powertrain warranty, we have decided to assist with the costs, pending AAA's final report. We believe this demonstrates our willingness to help, and we will continue to work with you once the repair diagnosis is complete.

  Customer Answer

  Date: 09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because when I took the van to AAA the first time they diagnosed a simple tune up I was told by the car lot that they “do not cover a simple tune up” so I was told I had to cover the costs  second time  I called the car lot on woodman drive and was told by the gentleman working there that I was to take the car back to AAA since I paid for the last session out of pocket so I went to AAA I was told about the fuel injectors which was replaced and i was trying to be reasonable and cover the cost for that because the cost was $457 and the deductible would have been $500 this  car lot has been involved in this process since day 1 AAA confirmed that this electrical issue that’s going on with the car has been there since I got the car and it was 100% not my fault and since the beginning the whole issue was the electrical issue.I feel like since I haven’t owned this car for that long and I make my payments on time every week that this car lot should be more reasonable at this point I am paying for a car that does not drive and has been in AAA for  three weeks now I have been missing work and can possibly loose my job due to the lack of transportation. I feel like they should fix this car for free with no money coming out of my pocket because they sold me this van with these issues already.

  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 09/12/2024

  The mileage you’ve accumulated—nearly 19,000 miles in just three months—is highly excessive, well beyond the typical annual range of 12,000 to 15,000 miles. This level of use suggests significant overuse, and raises concerns about the condition of the vehicle. If any indication of commercial use is found, future claims will be denied. The salesperson accurately informed you that routine maintenance, such as a tune-up, is not covered under the warranty, and you elected to proceed with repairs independently. Going forward, you are fully responsible for maintaining the vehicle, and any future claims may not be considered valid due to the rapid depreciation caused by such extreme use.

  Customer Answer

  Date: 09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because the mileage has nothing to do with this van and having an electrical issue I drive to Cincinnati and back multiple times a day I have 10 kids who all live out of town who I see on a weekly basis and I live in Dayton and work in Cincinnati also so when I came to the car lot and asked for a car I was supposed to be sold a decent running car, I did maintain this car by myself I put a new cooling temperature sensor on there, oil changes, changed breaks, and had to get a new radiator cap proir to me purchasing the vehicle. This car lot is trying to cover up the fact that they are selling cars to people that aee  not drivable or reliable. The electrical issue has been the issue since I bought the car and that’s what I am concerned about you keep trying to lie and say it was just a simple tune up and it has never been just a simple tune up. Since purchasing this van and reading the reviews of your car lot I am now aware that I am not the only person who was sold a car that is non reliable and this car lot not wanting to have the customers best interest. With the repair for the van they are still not trying to fix the car the right way Preston said for the wire harness that instead of ordering the piece needed for the car he was going to have AAA solder the wires together. This is probably the reason that these cars aren’t running correctly because this car lot doesn’t fix the issues on any car properly. I refuse to pay anything towards this electrical issue because I was sold van with the electrical issue already so it falls fully on the car lot and if I have to take this issue to small claims then that’s what can happen.
  Sincerely,
  ******** ********

  

  Business Response

  Date: 09/13/2024

  You’ve put nearly two years' worth of miles on the van in just a few months, which clearly shows it was sold in good condition. Heavy usage leads to wear and tear, which isn’t the dealership’s responsibility. We’ll have the electrical issue addressed through a nationally known repair facility, and if you're not satisfied with their work, you're welcome to find your own. Going back and forth with complaints only delays the process, but ultimately this is your vehicle and your responsibility.  Our Customer Service Advocate will be in contact with you once the diagnosis has been made.  Thank you.

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advantage car and credit, vandalia. Bought a car from them in late Feb/March 2024, drove fine the first couple weeks and then the air stopped working, and windows wouldn’t always roll down. I got my oil change in May, kept it maintained. Recently, on my way home from work it was driving funky and starting jerking forward. When I turned left, it sounded like something was grinding. The next day, it had a hard time starting up and when I accelerated it made a really loud noise. That night after getting off of work, I went to start it back up to run errands, it died. It wouldn’t start back up again after that. Mind you, I replaced the battery a month after buying this car. I had it ran by a mechanic, 16 codes, motor is done, timing chain is done. Warranty apparently doesn’t cover the timing chain. Car lot wants me to pay for it to get it towed to a mechanic the warranty is covered by and pay to have them look at it, just to tell me that it’s not covered… the vehicle is done for, I don’t have 5-6k to fix this. I’m a mom of 5, I work full time and now out of a vehicle. They are rude, not helpful, lied about the car, and capital auto credit is also horrible & repoed my car after one payment being missed due to my bank being hacked and they would not work with me at all because I had it less than six months. Repoed it at work without notifying me and then had to pay $600 to get it out of repo. This company sells lemons and are awful!!

  

  Business Response

  Date: 09/07/2024

  We understand how frustrating it can be when your vehicle encounters major issues, and I want to assure you that we’re here to assist within our policies. While the timing chain is not covered by the warranty, we can still offer you options. First, we are happy to provide a discounted rate at one of our in-network repair facilities. Additionally, if the repair is larger and finances are a concern, we are willing to split the cost. You can work with your finance company to extend the remaining balance at 0% interest and pay it off weekly with your car payments. This is a solution we offer to ensure you have options, and not many dealerships would extend such assistance.
  

  That said, please understand that repairs and warranty claims do not eliminate your financial responsibility to your lender. The repossession occurred due to a missed payment, and while I empathize with your situation, the payment issue must be kept separate from the vehicle's condition to prevent similar problems in the future.
  

  Additionally, we attempted to reach you by phone, but the number we have on file is disconnected. Our Customer Service Advocate also emailed you on Friday, 9/6/2024, but we have not received a response. Please update your contact information so we can work together toward a resolution.
  

  Thank you for your time, and we hope to help resolve this matter as soon as possible.
  

  Sincerely,

  
  Advantage Car & Credit

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from this companies car dealership on July 18th 2024. I bought a 2011 Kia Sorento. I put $650 down and the car was listed at about $12000 before interest on the loan. Upon attempting to buy a car from this dealership they told my this was the only vehicle on their lot that they were approved to sell me after the salesman had multiple phone conversations with the owner of the dealership. When I left to take the car for a test drive they told me not to be gone for more than 20 minutes giving me no time to have the car looked at by a mechanic to verify that the car was in good condition mechanically. 2 days after taking the car home it started dumping oil out of the back end. After calling the dealership I was informed that this was a problem the car had prior to my purchase that they had fixed by a mechanic here in town and was told to take the car there and they would fix it at no charge to me. The car was out of my possession for roughly a week. I got the car back and the very next morning upon arriving to work I saw that the problem was now dumping oil from the same spot even worse than before. Again I was told to take it back to the mechanic and again, I did not have the vehicle for roughly a week. After getting the car back and driving it around for a week and a half, the engine starts dumping oil and spraying it out from underneath the car- covering the entire backside of the vehicle and almost leaving me stranded on the side of the highway. Upon getting home it then dumps the remaining oil on my patio at home which I now have to pay to have chemically washed because of the multiple times the vehicle leaked on it. The car was not even drivable without blowing up the engine. They had the car towed and I informed them I wanted to return it. They said they don't do returns and if I stopped making payments their credit company would essentially sue me. I now am paying for a rental and they've had the car for a week and keep saying it will take longer.

  

  Business Response

  Date: 09/05/2024

  Dear *** *********
  We understand your frustration, but we want to clarify several points regarding your vehicle and the service we provided.
  

  After purchasing the 2011 Kia Sorento on July 17, 2024, you brought it back on July 23 for an issue related to the rear differential leaking oil. We repaired this issue at no charge, and the vehicle was returned to you on July 26.
  

  On August 27, nearly a month later, the vehicle experienced a separate, unrelated issue involving engine oil. Despite this being outside of the initial concern, we still towed your vehicle at no cost to have it diagnosed. The problem was identified as a leaking oil pressure sensor, and once again, we repaired the issue free of charge. The total cost for these repairs, including the free tow, amounted to $497.10, none of which you were billed for.
  Additionally, after completing the repairs on August 30, we attempted to contact you, but we were unable to reach you. Your payment, due on August 31, has since fallen behind.
  

  While we empathize with your situation, it’s important to note that we have gone above and beyond to assist you, covering all repair costs. At this point, the vehicle is fixed and ready, and we expect you to fulfill your financial obligations moving forward.
  Sincerely,
  

  Advantage Car & Credit

  Customer Answer

  Date: 09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  in your above statement you’ve failed to mention that the day after you returned the vehicle to me for the first issue that I had to call and have the same issue repaired again because your first attempt to repair it had only made the problem worse and the vehicle was then not returned to me for an additional week. You also said that I was contacted on the 30th of August because the repair on my vehicle was done. That’s incorrect. I was not contacted until yesterday September 4th at which point your service manager said they just finished my vehicle and apologized for the delay caused by the holiday weekend (being Labor Day). 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/05/2024

  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.

  Bought a car through them in February . The day after having the vehicle I noticed an oil leak , called the car lot and was told they couldn’t fit me in until the following week. Took the car to tire discounters and was advised it was a turbo line and a small oil leak but they would fix it . Received the car back and it was still leaking oil. Called car lot back at which I was told again to take it to tire discounters, car sat there for a few days called tire discounters was advised they couldn’t tell me what was wrong with my car that I had to contact the car lot after several calls to the car lot I was finally told it was an air tank gasket and valve cover gasket. At that time I couldn’t afford the deductible they wanted ($500). I told them I would call back once I had the money. I took the car back recently to get the air tank gasket and intake gasket fixed to then be told 4 days later that tire discounters broke something else while fixing my car and I had to wait until Monday to get my car back. After that I was told now my car needed a hub assembly. 6 days later I got my car back only to still have an oil leak. My car keeps reading add engine oil and still has a humming sound and I just keep getting told to bring it back and pay the deductible and they “will fix it” my car has been in the shop more that I have been able to drive it. At this point I’m paying $520 a month for a car I can not drive.

  

  Business Response

  Date: 08/05/2024

  We understand your frustration and are sorry for the inconvenience. We can only take your car back to the shop to diagnose and address the issue. If it turns out to be another problem, fortunately, we have the warranty to make another claim. We are all dependent on the repair facility, and we appreciate your patience as we work to resolve this. Someone from our team will reach out to you today.

  Customer Answer

  Date: 08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  the car has been back to the shop 2 additional times in the last 2 weeks. Both times being told the car isn’t leaking oil or it’s fixed. Clearly it’s been the same issue since purchasing the car and it has not been fixed even after paying deductibles. Currently back in the shop again with being told they’re puzzled on to where the car is leaking oil. I refuse to pay another deductible for the same issue that’s been on going since day one.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 08/15/2024

  We are genuinely trying to assist you, so we're unsure why there is resistance to our efforts. The return visit to the shop to identify your issue was provided at no charge. During this visit, they cleaned the undercarriage and added dye to the system to better detect the leak you mentioned.

  
  Our Customer Service Advocate has consistently been in contact with you. When the repair facility couldn’t initially find the problem and added dye, we even offered to have our team drive the vehicle to help identify the issue you were experiencing. You declined this offer, stating that you needed the car.
  

  Now, after you reported seeing some drips on the ground, we are once again stepping in to assist. The shop is ready and willing to identify where the leak is coming from since the dye has been injected into the system.

  
  However, it’s unnecessary to repeatedly make complaints when we are actively trying to resolve your issue. This approach makes us less inclined to assist. If this continues, we may not be able to offer further help.

  Customer Answer

  Date: 08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told I have gap insurance so I was supposed to obtain a valuation of the vehicle I got into an accident with. I only owed 4100$ on the car and the vehicle is placed at 5100-6900$ valuation. I paid a CPI deductable of 500$ and a “Gap” insurance deductable of 500$ totaling to 1000$ since I paid the vehicle down low enough than the actual car value gap insurance should pay me the remaining 1000-2000$ but this company is saying I am not owed anything. Thinking about contacting a lawyer. Very shady business practice.

  

  Business Response

  Date: 08/05/2024

  Your Debt Cancellation Waiver does not pay you directly; it covers the difference between your car's actual cash value (ACV) and your remaining loan balance. Since your loan balance ($4100) is less than the ACV ($5100-$6900), no additional payout is due. Please refer to your contract for more details. The debt cancellation waiver cancels out the lesser of the two amounts, which in this case was your loan balance. Your auto loan is now paid off, which should be a positive outcome.

• Initial Complaint

  Date:06/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a 2013 kia sorento from xenias Advantage car and credit in sept of 2022. three weeks ago the Sorento engine caught on fire. My insurance and Gap insurance paid for the vehicle which i was told made me eligible for the gap program. Which I was told ment that as long as I got something from them that was the same value or lower than my car I did not have to pay another down payment. But when i went to the dealer they only had 3 cars i could choose from . ( a jeep patriot 156k miles, a minivan (dont need a minivan ) and a dart with 137k miles ad it ran like crap. so I was told different dealer ships have different cars that can qualify .. I told them that was not what i was told and as long as the car didn t cost more than the one i had that I WOULD NOT HAVE A DOWN PAYMENT AGAIN! I WAS TOLD THAT WAS CORRECT. but only certain cars qualified.. so i paid 540 a month for 2 years on a car and gave them 1700 down the cost of my vehicle was 16000. my payoff when insurance called was 15768.00 and you all are worried about me getting a car = to what i lost and you not getting a down payment??????? i have not tried the new warrenty system they put in but i can tell you if you need to reach the guy at the garage, you have a better chance of pigs flying than him calling you back or answering the phone. customer service is horrible when it comes to repairs. and they lie in the beginning about the warranty being no addititonal charge, then what is the 999.99+999.99 = 1999.99 charge on my loan paperwork for Warranty? and with everything i had going on the stress of loosing my car to a fire, dealing with insurance and all that my payment for the following week after the fire was late. they put me in repossession and charged me 75.00 for a vehicle that was totalled. even though i had explained i paid the tow driver out of pocket and that it would be late. just to get another 75.00 on top of all the other money they was getting. I want a car that i want not one u

  

  Business Response

  Date: 06/11/2024

  We apologize for your recent troubles and understand your frustration regarding the issues you've faced. You are correct that our Debt Cancellation program works as described; however, qualification for another loan is contingent on approved credit. Unfortunately, the income proof provided, a job offer from March 2024, lacked supporting paychecks, preventing us from verifying your income properly. Additionally, the dealership cannot speak on behalf of your finance company; if they cannot approve you for another loan, you would unfortunately not qualify. It's important to note that the unfortunate incident with your car catching fire is beyond our control and not the dealership's responsibility.

  
  The good news is that, thanks to the Debt Cancellation program we offered, once you paid your $500.00, the dealership paid the remaining balance to your finance company. This closed out the loan, leaving you with a $0 balance and a paid-off auto loan on your credit report. It seems something worked out in your favor.

  Customer Answer

  Date: 06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was offered 3 cars to choose from. therefore i was approved the problem did not occurre until i complained about the vehicles that was offered. then i was told well let us call and talk to underwriting and see what we can do. i then was told they was checking on other vehicles that qualified under the gap program. and the next day i was told i they did not wish to extend me a loan.  and furthermore there has not been a paid in full reported to the credit bureau!  its still showing a balance of 15759.00.  i did not have a pay check stub they was in my car when it caught fire however i did have my offer letter that i received when i took the job and it was salary.  i told them they could call my employer and verify also. the gentleman at the xenia location is the one that said as long as the offer letter was signed (which it was) that it would be fine. so like i said until i complained about the cars offered being junk i was approved!
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/18/2024

  What *** ***** is having trouble understanding is that the dealership did indeed pick only select vehicles for her to choose from. To honor a $0 money down transaction, this would only apply to select vehicles. Even though the dealership is willing to sell these cars with no money down, this is contingent on loan approval.
  

  We cannot explain why she was not approved. This is likely due to having an offer letter from March but no subsequent evidence of receiving payment from that job. Additionally, her credit report would not reflect the payoff immediately. Credit reports are updated monthly, which is when Capital Auto Credit reports their file to TransUnion. If she would like a receipt showing a zero loan balance, we can provide one.

  Customer Answer

  Date: 06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: i was told the vehicle that i could get could be equal to or less than what i paid for my car that caught fire. now to my astonishment i was offered cars that was not acceptable and you should be ashamed for trying to sell them for 14999.00. 160k miles on one the other barely would run. and when i mentioned this to the dealership they said no it runs like it should have you ever drove a neon? this is just an over priced neon. i didn’t want an over priced neon that drove like crap. so since i used the gap insurance and the gap insurance offers a 1000 toward a down payment shouldn’t i be getting that in the mail at any time. or does that only work with your location. who won’t give me a loan ?  and  my pay stubs was in the car in the center console. i don’t understand why that is so difficult for you to understand.  i would get my paper check take it to the bank and put the pay stub in my center console. they could have called my work at any time i told them that. they said no we don’t need to do that. it’s fine. oh and i got one of your nasty grams stating my payment was late and you was sending me to collection. lol. that was the 8th. so 2 weeks after you was paid by my insurance. i don’t have a payment due and i know this because when i called to talk to lisa about why i was denied. i was told you no longer have an account with us here we can not help you. i would like the 1000.00 down payment i was told when i got the car that carrying this insurance would give me. and i would like to no longer receive emails. and my credit report taken care of asap. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/24/2024

  Thank you for reaching out to us. Unfortunately, your message is somewhat incomprehensible, but I will do my best to address your concerns.
  

  The debt cancellation waiver you purchased has worked as intended. There is no promise that you are guaranteed a car. There are two entities involved: the car dealership and the finance company. Just because we are willing to sell you a car with no down payment, it doesn't mean the finance company will approve you. Your loan denial was due to underwriting criteria, not the down payment.

  
  The vehicles offered to you were intended to be comparable to your previous car. We regret that the options did not meet your expectations. Furthermore, your loan has been closed out with a zero balance, and this will be reflected on your credit report next month. As previously stated, we can provide a receipt of this if needed. I think I'd be thankful; ultimately, you caught your car on fire and we paid $9,781.22 to pay off your loan.

  Customer Answer

  Date: 06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: ok so let me make this simple my question was the gap insurance offers 1000 down payment if you buy a car in 3 months. who do i send the payment request too for the 1000 payment.?? and what do you mean by that statement. i caught my car on fire?? you sold me a faulty car! apparently all your cars are junk and getting someone to fix them per your warranty that you make people take is a joke also. the cars i was offered was NOT EQUAL to my car that was the issue.  i would like the 1000.00 i should get from the gap insurance to put as a down payment. which is what the gap insurance is agreed to pay. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 06/25/2024

  To clarify, the $1,000 from the Debt Cancellation Waiver is to cover the deductible for your claim, not for a new down payment. Please review your contract for more details.

  Regarding the fire, it’s important to note that you had the vehicle for nearly 2 years and drove it over 50,000 miles, which is equivalent to 4 years' worth of average driving. Issues arising after this period typically do not indicate that the car was faulty when sold. It's unfortunate that you feel this way, especially considering the extensive use you got from the vehicle. Additionally, our program has helped to close out your loan, showing you have a paid-off vehicle even though it wasn’t fully paid off by you.

  Customer Answer

  Date: 06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: the information you provided is not what i was told at the dealership that’s the biggest problem. i had to carry the gap insurance and that if something happened to my car they would then put me in A car that was same or better with no down payment. and that isn’t the case. i told them to call my employer to verify my checks was being issued and they did not need too. everything was fine till i didn’t like the cars then it wasn’t anymore. i paid you  the deductible. another thing i was told a lie about. speaking of contracts since you brought that up. clearly in the contract it states that after 30 day late you have the ability to repo my car and at that time you will give me the option to pay the back balance and get the car back. well your repo system takes place at day 6 it’s late and you charge 75 fee to get back a car that you don’t actually take. so no one picks up the car but i can’t make a payment unless i pay the repo fee for a car that is not in your possession?  i recieved a call 2.5 weeks after the car had been totaled saying it was repoed and i had to pay 75.00 fee or else insurance wouldn’t cover the car. the car was totaled!  and how do i have to carry gap insurance on the car but i don’t have to talk to gap when something happens. how much did gap insurance pay because i didn’t owe 16985 like i was told on the car. i would if the loan had went to term but it did not. therefore how much was paid for the car that i already had paid 9k for in two years?i would like the information to contact gap to ask about the down payment monies that is in the contract.  i mean it is my policy right ? how am i charged 3000 for insurance (gap) and the wrap insurance when you clearly state its at no cost to the customer. well last i checked 3000 is a cost. and if the gap insurance paid the deductible then i would like my deductible that i gave you back. and if you don’t believe what i am saying then listen to the recorded call between me and lisa the day i made the payment. she even said they would take care of my first payment once i picked my car because i was giving her all my money for the deductible. and i was concerned that i wouldn’t have the money to pay the first week.  so she said and i quote if there is a payment due today for you to take the car we can cover that.    i would like my money back
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/28/2024

  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 bought a 2013 ford flex on Oct 28 2024. Nothing but problems didnt have heat when i first got it. so the shop got it finally in Dec had it from around christmas until after the first of the year. Water pump bad, hole in radiator, and they did the timming belt beacuse it was recommended at the mileage. finally get it back, timming belt started acting up, went back again, needless to say the water pump was out again so another new, that shop has had mine car 6 or 7 times. they said motor is bad, take to another shop for second opinion they say its the transmission. and all my code is saying is cam shaft sensor. so now its back at the shop that said motor was bad for the cam shaft sensor. Apparently there is rusted bolt and stripped and they cant get it off i guess. already paid 2 deductibles and a tow bill. Warranty guy is no help. The communication between warranty guy and the garage is a joke. And the last time i picked up my car the shop didnt even shut my hood all the way. so i am on the interstate hood floppng. and i pay 500.00 a month and cant drive my car its in the shop more then with me. All i hear is lies from both ends. Very frustrating when u pay all that money 1.000 down. and they dont even care. who knows when i am getting it back this time.

  

  Business Response

  Date: 05/31/2024

  We regret to hear about your experience with the 2013 Ford Flex. Throughout this process, we have stood behind you, addressing each issue as it arose. The shop covered the cost of the second water pump replacement, and we arranged and funded the towing for a second opinion to ensure the highest level of care for your vehicle. We are currently involved with the shop and have already been in contact with Mr. Jones regarding the current repair. Please be assured that we remain dedicated to resolving these matters promptly and improving communication between all parties involved.