ComplaintsforPlatinum Autoplex, LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased a vehicle from platinum auto plex was told by the owner if I have any problems I can bring it in to be fixed. Well I have been trying for months and they will lot even look at the car and it hasnt been a full year of having the car. The engine needs fixing and I cant drive it

  Business response

  03/01/2024

  3/21/23 - date vehicle was purchased As Is No dealer warranty & We owe signed by contract holder agreed nothing owed on vehicle at time of purchase. Now Platinum Autoplex at times will agree to look at vehicles but there is no guarantee that the vehicle will be fixed giving that the vehicle was sold as is with no dealer warranty. On January 29th customer called and wanted to speak to the service manager and at that time customer was told that she would have to find another shop to take vehicle to because again dealership has no guarantees on repairing vehicles because it was bought as is with no dealer warranty. On February 17th customer called back wanting to have vehicle repaired she was told that she would have to take her vehicle to her own shop. Customer than had husband call back and he stated that they did in fact find a shop that would repair the vehicle for them and would be getting it repaired. And at the point the customer apologized and stated they would have repairs done and would make payment on 3/1.  

  Customer response

  03/01/2024

  Complaint: 21370924
  
  I am rejecting this response because: I was told by the owner if I have any issues with the vehicle to bring it in for them to fix it. But when I do call to talk to him I can never get him because I was being told every time hes not in the office and they dont know when h*** be in. He agreed to fix the vehicle  

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

  Business response

  03/01/2024

  Per contract which states As Is No Dealer Warranty so therefor we are not obligated to fix any repairs. 

  Customer response

  03/02/2024

  Complaint: 21370924
  
  I am rejecting this response because:
  
  Regards,
  
  ********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I have two vehicles from these ppl my ***** been jerking since I drove off the lot and they refuse to find out whats wrong with it and my Infiniti I just got 2 months ago I only drove for like 2 weeks and the car stopped on me and they been having the car over a month and now I go to pick the car up n now the car making loud noise.

  Business response

  11/09/2023

  Platinum Autoplex sells all vehicles as is with no warranty. If we have a mechanic on staff we do try our best to resolve any mechanical issues that arise shortly after the sale. However, when ************************* purchased her ***** in June Platinum Autoplex did not have a mechanic on staff, so we were unable to provide a diagnostic or resolution to the mechanical issue. In regards to the Infiniti purchased in July, ************************* was provided with a collateral exchange. She gave Platinum Autoplex the Infiniti in exchange for a 2014 Lexus GS. This collateral exchange was performed on 31 October 2023.

  Customer response

  11/10/2023

  Complaint: 20787709
  
  I am rejecting this response because:

  The replaced the Infiniti but they havent done anything about the ***** the issue that Im having thats getting worse been the same issue Ive been having since I got the truck I sent it to them they kept it in the shop almost 2 months for me to pick it up n its still doing the same thing. The only thing they have said something to me about the review I put on ****** but thats it 
  

  Regards,
  

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I am a customer that has purchased two vehicles from Platinum Autoplex in the past 8 months and would like to speak with the owner of the company about repairs on both vehicles. I purchased vehicle in *************** that has been giving me problems , they told me to bring in my first vehicle three times and its still hasnt been fixed. My second vehicle which is the 2013 infiniti M37 I wasnt able to drive it after paying $3500 for a down payment, and keeping my monthly payments current. 15 days after purchase my car broke down within a month of having it. I brought it to get fixed which kept me out of work for a week the first week they had my car. The service manager told me that it will be fixed within that week that was a month ago. The loaner that they gave me a week after asking for my car back is breaking , it has gave me more problems the first 30 minutes of having it, I called them immediately they told me no worries, that if something else breaks on it to call back, shortly after that I had a blowout in the loaner vehicle which left me stranded on the highway, I called them the sent a tow truck to get the vehicle but left me without anything to drive home that night, the next day I had to miss work again and wait until that afternoon to pick it up again after they replaced the tire, that Saturday I was on my way to work and got pulled by a state trooper that said I would go to jail because this vehicle was stolen, I had to prove to her that this was a loaner vehicle I just got from platinum, she told them it was illegal for them to put me in a vehicle thats not registered in the ************** and she gave me a warning which left me scared and very shook up. The service manager assured me I would have my vehicle back within the next few days that was last month and has not been fixed since .Ive been picked up by a tow truck twice since Ive had this loaner vehicle and have complained numerous times about the vehicle not being intact .

  Business response

  10/09/2023

  Good afternoon to whom this may concern, the concerns of **************************** has not gone unnoticed. The 2013 Infiniti M37 is located at ********** Auto Repair getting repaired, this repair is taking longer than we expected but we have provided the customer a loaner vehicle so she can still get around during the repairs. The first Loaner that we gave the customer, she called and advised that the vehicle had a blown-out tire. We called a tow truck to get the vehicle to Platinum so we can take care of that issue for her. Once the Tow Truck from ******* towing showed up to pick up the vehicle, the customer was driving around and the tow truck followed her from ******, ***** to ******, ***** where the customer proceeded to go to a nail appointment. She wanted the tow truck to wait for her appointment to be finished before he took the vehicle, and the driver advised her that he could not wait on her. Vehicle was brought to Platinum without the customer present and when the vehicle got here the tire was not blown out at all. This customer is currently still in the second loaner vehicle that we have provided for her. Customer called again stating that she had to put a new tire on that vehicle and would like her money back, we advised the customer that she will be getting her money back as long as she provided a receipt confirming that amount that she is to be refunded. We never received a receipt, so refund has not been made at this time. Now regarding the 2015 ***** Civic, her vehicle was not repossessed, we took possession of vehicle after we got impound letter from impound yard. The customer stated that she had plans to surrender the vehicle anyway which is the reason on why she never received the vehicle back.

  Customer response

  10/11/2023

  Complaint: 20596598
  
  I am rejecting this response because:
  The statement they provided was inaccurate, there was a blow out on 35, as far as my refund, I live in ****** so when I am able to get to ******* I will provide the receipt. Its been since the first week in August I have not had my vehicle returned that I paid for, the loaner vehicle is not what I paid for . I havent been able to enjoy my car since I purchased it. Ive been getting different responses from everyone that works there but nothing done.
  Regards,
  
  *************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 06, 2023, I put a $3500.00 down payment on a 2012 ****** Highlander with 206,*** miles on it, $75.50 for government license(s) and or registration fees and $33.00 for title fee. My monthly payment is $394.62. Since the 3rd week of March, I have contacted the dealership on the license plates and registration sticker for the vehicle. I was just cussed out by an attorney for signing the title of this vehicle because apparently you are not supposed to sign the title when you buy a car? I They have had me come in a total of 2 different times, making it 3 times that I have signed the title according to them. The first 2 times was someones name, then she said it was a sister company and that I had to sign or I couldn't keep the car without registration. I have contacted dealer enforcement complaint ID **********, case investigator is *****************. The *** regional office in **** stated there has been no record of the *** in their system for the state department. Attorney said that I have a rescission of the contract case, I could be refunded up to triple my money (down payment and any payments made toward the vehicle, it's a DTTA something with the court process or whatnot. No attorney I have contacted wants to take it because it would cost me more to bring a consumer attorney here to try the case than I would get. The dealership told me "good luck getting your money back, I'll have ****** call you tomorrow. She hasn't called today so there was another lie. They have not tried to resolve the issue as I have called weekly since March and they say they can't tell me what's wrong with the paperwork but they are working on it. They have not told me anything, they don't call, and if I don't make my payment they can pick the car up as early as they close same day. I am being bullied into driving basically an illegal vehicle. The *** stated that going to the BBB would get me the results that I need as you are prompt and wouldn't require 10 business day response time, faster.

  Business response

  08/03/2023

  As the manager of Platinum Autoplex I would like to begin by apologizing for the delay in registering ***************************** 2012 ****** Highlander. I was unaware of the delay until now, but I have spoken to ****** the person responsible for titling vehicles and she has assured me ************************* will have license plates today 3 Aug 2023. ****** is fairly new to titling vehicles and it can be a complicated process. There is a lot to remember and she has made errors. The 2012 ****** Highlander was purchased from our commonly owned dealership in ********* so there was additional paperwork required to transfer the vehicle into ***************************** name. ****** has assured me she has all the paperwork needed. As for signing the back of the title I can assure you that in certain cases this is a requirement. You can verify this information with the **** Regional DMV office. Even if it is not required I can assure you it is not illegal to sign the back of a title at a dealership when purchasing a vehicle and again this can be verified with the ****

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2012 ***** civic hybrid back in October of 2022 for a down payment of **** from a dealership called platinum Autoplex and it came with a 3 month extended warranty a month after purchasing my car I kept taking it into the master mechanic named *** complaining about my car shaking, or doing a jerk motion which now I found out was my transmission going bad he assured me every time that my car was fine, but when I took my car to other places even for an oil change they would tell me something totally different. According to the warranty and the sales man named *******/****, *** was said to be able to fix any problems with my car due to my warranty *** kept telling me nothing was wrong with my car now without warranty my cars transmission went out due to a major leak and when I called and reported the findings to platinum Autoplex they placed me on the phone with master mechanic *** who was fixing my car this entire time the same mechanic who told me nothing is wrong with the car. When *** answered the phone and I told him what was wrong with the car he then stated to me you can bring your car in on Wednesday and I can look at your car, but I cant really do anything for you because I am not qualified to work on a ***** civic hybrid every single time I took my car in to get looked at or worked on I was NEVER told this I kept taking my car into them just for him to act like he was working on it when it seems like he never was because hes not qualified yet platinum Autoplex waited until my warranty was no longer in use to tell me he wasnt qualified for my type of car and now my car cannot be driven nor fixed due to their negligence and dishonesty about them fixing my car when they werent,yet Im still expected to keep full coverage insurance and to pay almost ************************************************************************************** a lemon. This company has a lot of similar complaints of situations like mine.

  Business response

  05/24/2023

  *********************** purchased a 2012 ***** Civic on October 29, 2021, not in 2022. She has owned this vehicle for about 19 months. The warranty given at the time of purchase did cover the motor and transmission for 3 months or ***** which ever came first. However, this warranty period expired on 29 January 2022 and has been expired for almost 16 months. If the transmission has gone out, then replacement would be the customer's responsibility at this point.

  During the initial warranty period our shop diagnosed the vehicle based on what the customer stated was going on with the vehicle, but found nothing to be wrong with the transmission. If the customer was told about a transmission issue from another shop during the warranty period she should have brought it to our shops attention. After the expiration of the 3 month warranty on January 29, 2022 our shop did try to assist the customer with diagnosing and repairing any problems she had with the vehicle, however the customer failed to show up for several service appointments. I have attached the signed buyers guide which shows the warranty information and the date the customer signed for the warranty.

  Customer response

  05/28/2023

  Complaint: 20018172
  
  I am rejecting this response because: I had taken this car in to the mechanic before within the 3 months and was told the transmission had a small leak, that he was said to have patched I asked him was it gonna be a bigger issue later on and he assured me it wasnt anything a patch could not fix which obviously was not true. Secondly, your on site mechanic not once but TWICE also via recording told me he wasnt qualified to work on a hybrid which is what the car that you all sold was. Why would I continue to bring my car in week after week like I was doing complaining of issues he could not or was not fixing? And as for the appointments I did show up for, I would have to beg him to look under the hood of my car or to drive it to so that he could see the issue with it and time after time hed shrug it off as no big deal when it was a clearly a huge deal because so had he done his job and actually taken my complaints seriously he wouldve saw that the transmission as well as the fuel pump had issues earlier on.  Lastly, regardless of how long Ive had the car you all did not honor the dealer warranty nor did you all stand by what the contract stated again if your mechanic knew of the issues with the car within that 3 months and he knew he was not qualified to operate on my 2012 ***** civic hybrid that information shouldve been disclosed to me earlier on before I wasted thousands of dollars on a lemon thinking you all were honoring my contract when if fact you all werent. 
  
  Regards,
  
  ***********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 24 I went to platinum auto to look for a car when searching for a car the person named ****** a big black guy he offered me to get into a 2012 ***** civic coupe I asked questions about the car. I asked if there was any problems I asked if I could look at the car and test drive the man told me to look on ****** for the car. When asked to test drive the car he told me the car was already in the shop as if they knew I was going to buy the car then and there when ****** drove the car on lot and just handed me the keys and walked off didnt say a word come to find out the car has over 45 problems. I HAVE A TOODLER WITH HEART PROBLEMS THE GUY DIDNT TELL ME THE *** HAD NO AIR NO HEAT they did not bother to fix the tires or engine they wiped the engine with OIL the tire ended up busted out 3 days later while me and my daughter was on the high way and come to find out ****** USED MY INFORMATION FOR A *** INSURANCE THAT WASNT ABLE TO EVEN TAKE ***E OF THE **** OR FOR ME OR MY DAUGHTER TO GET TOWED BACK OR GET ROADSIDE ASSISTANCE ME AND MY DAUGHTER HAD TO GET A RIDE FROM A STRANGER. my insurance didnt cover NOTHING whatever insurance they gave me! They are selling these used cars buying cars from auctions and selling these dangerous a** cars to people they just sold a car to a lady with FAKE TAGS and she almost went to jail not only that they are making me pay almost $400 for this ****** up ***** civic when the car value is $9,000 the finance on this car is $14,000 they are ripping people off and needs to be reported and looked into and need to give me my money back or Ill be going to civil court about this. Im not the first person either

  Business response

  04/14/2023

  ********************* purchased her vehicle on 02/22/2023. ******, her salesman, is actually an employee of *************** LLC and brokered the deal through our partnership with ***************. ******, however does not represent Platinum Autoplex and the way business is conducted at Platinum Autoplex. Had *************** requested a test drive from an employee of Platinum Autoplex we would have been more than happy to assist her with this. *************** also purchsed the vehicle in As-Is Condition and there is no warranty. She also has not contacted Platinum Autoplex regarding any mechanical issues with the vehicle. Her complain was made with the BBB only after the vehicle was repossessed for failure to maintain contractual obligations causing her to be in default. *************** has since retrieved her vehicle from Platinum Autoplex and again still did not mention any mechanical issues with the vehicle.

  In regards to her complaint on behalf of another Platinum Autoplex customer for fake buyer tag. I can assure you Platinum Autoplex does not issue fake buyer tags. We have the authorization of the *** to issue real buyer tags and have no need to issue fictitious tags. I am not sure of the situation regarding the other customer, but **** again is not an emplyee fo Platinum Autoplex. **** is the owner of *************** and if this customer purchased a vehicle through **** then the issue may have been with *************** and definitely not Platinum AutopleX.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a down payment of **** down on 10/21/22 for a 2010 ***** pilot paid the rest of my differed payment a week later a week later my serpentine belt fell off my vehicle and tensioner broke on the vehicle which platinum fixed at cost of ************************************************************************************** the repair completed a week after this my car would not start due to the vehicles battery they had in the car at time of purchase was not the right battery so I purchased a new battery then 2 weeks later my battery light suddenly came on and then the vehicle completely shut down on 183 the vehicle is in a impound lot and I am unable to speak with someone to have this resolved

  Business response

  01/16/2023

  Platinum Autoplex is picking the vehicle up from the impound lot today 16 January. The customer will have the opportunity to pay ********************** for the impound fee to retrieve the vehicle.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Manager, I am trying to obtain a copy my release of lien and copy of title of vehicle purchase in September 2020. The vehicle is still park in driveway with same tags from Sep 2020. I went dealership and ****************************. Dealership has no record of purchase. Then dealership was ************** ******* *****, ph # **************. Representative whom sold car was ************************* and ************************, on 1 Sep 2020. Both from ************** ************* no longer exist, but, was sold to Platinum Autoplex. I have contacted GetMyCarTitle.com, and they need Bill of Sale.

  Business response

  09/23/2022

  Luxury Motorsports sold the vehicle to the customer and it was Luxury Motorsports who was responsible for registering and titling the vehicle in the customer's name. When Luxury Motorsports closed in December of 2020 Platinum Autoplex did not purchase Luxury Motorsports. Platinum Autoplex was assigned all open contracts. to assist Luxury Motorsports customers Platinum Autoplex did their best to title and register all the vehicles even though it was not their responsibility to do so. However, Luxury Motorsports did not turn over all titles and customer paperwork, so ********************** was unable to assist all of the customers. 

  The manager reached out to the customer in question to offer her assistance to resolve this complaint. She has offered to locate the bill of sale and lien release in order to help the customer apply for a bonded title. She has also offered the assistance of the title clerk at Platinum Autoplex to assist with applying for the bonded title.

  Customer response

  09/23/2022

  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.
  
  Regards,  Additional Information added.    Car is 2011 KIA ************************************************ purchased on 1 Sep 2020 from ************** now Platinum Autoplex *******, *****.

   

  Thank You very much
  
  ******************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the car of last year around July/Aug of last year, I believe. When the car was sold to me, I didn't have problems at first. But then things started acting weird. There was always little problems. We would fix it and hear weird noises and things like that. The first problem was a key that was broken by ***** But then my car got broken into and my window was broken, my mechanic had to go underneath my hood to get my alarm to stop til my window gets fixed and noticed zip ties underneath the hood. I called and told them about it. They ignored it. Along with the zip ties I was told alot of bolts and screws and things weren't placed right in my car. My bumper fell off while we were driving due the wrong brackets bring in the car. I complained about all of these problems before my 3 month warranty was up and no one helped me. I fixed the car constantly, every other month. My alternator went out along with my belt ripping. Our mechanic told us, if they made sure everything worked before it was sold, it wouldn't break down as much as it did. After the alternator, my belt broke again and I was left stranded again. Several times throughout the time I had it, the car broke down on me, lil random things that should've been looked at.. The car broke down last month in May cause of the zip tied power steering reservoir fell off and ruined another piece in the car causing my fianc to almost crash while our daughter was in the car with him. When I went to complain, the mechanic was rude to me and made me cry. Recently, the car broke down again. I complained and they refused to listen to me. Twice in one week our water pump and come to fix out the find out the fluid from the power steering reservoir fell into our alternator and ran through our whole system. They have done nothing but lie to me and give me the run around. Picked up my car when I complained instead of fixing and taking money from me. Then another salesman went on ******** to bash me.

  Business response

  06/21/2022

  The customer purchased the vehicle on June 24, 2021 and was extended the free 3 month or ***** mile warranty for motor and transmission. Any problems with the motor and/or transmission would be fixed for free within the warranty period. As with any used vehicle over time parts can malfunction and maintenance needs to be performed. Brakes, tires, belts, oil, and other items need to be replaced to keep the vehicle in working condition. Back in January 2022 it was brought to my attention this customer was promised a replacement key for the one broken by **** and we rectified this situation as soon as possible. However, at this time there was no mention of any other issue with the vehicle. There was no mention of zip ties or out of place bolts and screws.

  In April 2022, 10 months after the customer purchased the vehicle, was when the customer began complaining about mechanical issues. On one the mechanic for Platinum Autoplex told the customer he would inspect the vehicle if the customer brought the vehicle to the shop. The customer refused to have the vehicle towed and became irate stating Platinum Autoplex needed to have the vehicle towed at our expense. Unfortunately, this is not a free service we offer on vehicle outside of the warranty period. This angered the customer, who then began screaming and yelling. At that time she was refused service and was asked to leave. 

  On June 11, 2022 Platinum Autoplex had the vehicle towed to our shop. The mechanics looked over the vehicle. The maintenance manager is willing to replace the alternator and power steering pump on the vehicle, however the transmission on the vehicle needs to be replaced as well. The vehicle will no longer go in reverse. Platinum Autoplex will not replace the transmission for free. In addition to the mechanical issues with the vehicle there is significant body damage that needs to be repaired as well and the customer is responsible for repairing the damage to the exterior of the vehicle. I have included a before photo and after photos of the exterior of the vehicle. 

  At this time Platinum Autoplex is willing to repair the damage caused by the zip ties on the vehicle, but the customer cannot have the vehicle back until the repairs for the transmission and body work have been paid. Also, the customer will be responsible for maintaining their monthly payment obligation while the repairs are being completed. If the customer doesn't want to pay for the body work repairs and transmission replacement she can choose to surrender the vehicle to Platinum Autoplex and she will be released from all other contractual obligations under the contract signed on June 24, 2021.

  Customer response

  07/14/2022

  Complaint: 17429482
  
  I am rejecting this response because:

  The matter wasn't resolved and I don't agree with owner's statement cause a lot of it was not true. Sorry for the late response. I wanted to make sure I had all my paper work right. 

  Seeing my paperwork, I did purchase in June. I'm sorry for the mistake on my behalf, but within the warranty time frame I did complain, I called not only about my key, which wasn't attempted to be fixed until around March 2022, And the key was still broken when they picked the car ** in June. During my warranty time, I complained about a smell and a sound coming from my car. I was ignored and given the run around not only by **** about setting a date when I could come and was never called back. But when payment time came, they made sure to call. The zip ties were found the 4th month into me having the car, I asked to speak to the owner due to the zip ties. Which they ignored. My mechanic found it after going underneath the hood to fix my alarm due to the key being broken. When the person broke into my car if my key was fixed, my alarm would've been fine. And I have paper work for that damage. I have also replace several parts in the car should have been replaced months into me getting my car, which was the alternator, belt and belt tensioner, the power steering reservoir, the tube that go along with it, oil sensor, the bolts to my front bumper, cause they didn't have the right size brackets in. I have receipts for everything but they are in the car and won't allow me to get anything from my car and I wouldn't tell me anything about my car. It took me contacting you to even get an answer.

  In april the incident the owner is talking about is false and I will be sending the video in this report. I went in the complain because the power steering reservoir that I complained about being zip tied came off and almost cause my fianc and my 12 yr old daughter to be killed. I went into the building and asked to speak to the owner and was given the mechanic instead. I was okay with it. I was speaking with the mechanic and I sounded distressed, not angry. Instead of being met with options after I explained that i been said something, I was met with rudeness. I was asked to leave by the mechanic but the Secretary, ********* pulled me to the back and spoke to me, letting me know she would have the owner call me to have this resolved and he never called. They made several excuses about why he hasn't called but made sure to call me for my payment every month and did not care a child was in danger. I also, have a video of the water pump reservoir. And I have a video from me speaking to the secretary *********, telling me, the owner knew. They knew. I will be sending that too.

  On June 11th, they picked up the car under false pretenses of fixing my car and the problem. With a letter stating they were picking up the car for maintenance. The car broke down twice in one week and I let them everything that was going on. Instead of actually trying to fix the problem, their car dealer, ****** lied and they tried to have someone pick up the car instead. They sent ********************* to try to fix the problem, I asked for a letter stating they were picking up the car for maintenance and I would get it back or a rental in a timely manner.  When I called to check on the car, after the 11th, I was met with nothing but excuses and being told they had no clue but the day they picked up the car, I was told by ***********************, their independent contractor that there was power steering fluid in my transmission and the brand new alternator I just put in. So the damage to the inside of the car is not my doing. It was theirs due to their neglect. I will be also putting the videos of me calling and begging for a loaner after I promised one so I could work. I lost wages due to their lies of claiming to help, I'm late on bills even more due, and my 12 year old daughter was almost killed. If possible I would my money back or half. 

  The damage on the outside isn't my fault either. I have the photo of when a girl hit me in the back, I was waiting on her insurance to pay for that. And my window is from someone breaking in and my insurance was going to pay for that but definitely not going to pay them. 

  If I am not paying for anything underneath that a problem from a zip tie that was told that were underneath from the beginning. But they are definitely are not going to walk away with giving me a broken car and my money. I tried to maintain my obligation but equipping me with a car to not fulfill it is wrong on their parts. 

  Regards,

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

  Business response

  07/14/2022

  The independent contractor, ***********************, did pick up the vehicle to be diagnosed, and it was diagnosed. The vehicle was looked at by the shop mechanic, who stated on June 16th that the power steering pump and alternator would be repaired at no cost to the customer due to the zip tie breaking. However, the transmission problem was not a result of the zip tie breaking, so it would be the customer's responsibility to repair the transmission. With the transmission needing to be replaced the vehicle would not have been repaired quickly and Platinum Autoplex does not give out loaner vehicles. There is a sign posted at the front desk stating no loaner vehicles, so even the independent contractor cannot promise a loaner vehicle. 

  After the vehicle was in our possession we noticed there have been multiple contract violations regarding this vehicle. Per the contract the vehicle must be kept in good condition and repair and you must notify us of any loss or damage to the property. Neither of these conditions have been met. Also, payments must be made in full when due. Even is a vehicle needs to be repaired payments must still be made. Under these violations of the contract we have determined this account to be in default and have exercised our rights under Texas State Law., but it seems she wants Platinum Autoplex to be responsible for the maintenance and damage  

  I would also like to state that instead of trying to calmly speak to the staff at Platinum. The customer called and screamed at one of the collection agents about the manager contacting her for payment and then proceeded to call the mechanic, the manager, and the owner of the business a number of derogatory names. It is difficult to help a customer when they are screaming and cussing. We have fulfilled our warranty obligation to the customer. The customer purchased the vehicle in June of 2021 and the warranty was for 3 months or ***** miles.

  Customer response

  07/15/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  The owner is lying. When ***********************, came and brought the letter, she promised underneath the pretenses of their word with an understanding that we are trying to come to an understanding, so I could continue to pay. But me not having a car but not being able to go to work defeats the purpose of me giving them money when they couldn't provide a car. The transmission couldn't have been my doing when I was told by their independent contractor, it was the fluid from the resivor. The alternator was brand new and didn't need to be replaced cause I replaced it before the waterpump and all this other stuff started to arise.
  The owner never stated that he was told to call so we could talk and I could've gotten the help I asked for but wants to try to bring up me being unruly when a manager, that has been constantly rude to me and I asked them to not have interacting with her, when I called several times that week stating how the car broke down. And their result in the car breaking down was to pick it up after I complained several times. And the fact that he hasn't spoken about the rudeness I was shown when I was nice. Especially, their car sales man ******, going live and telling other customers that I wanted free things, when he didn't even know the full story.
  
  I want my money back, if not all. At least half, out of my contract and for it to not go on my credit. The run around I have been given through out this time has been terrible. I can't pay for something without money and since no one would tell me what happened to my car until now, I haven't been able to get to work and they are the reason. The danger to put my 12 year old daughter in a car and ignore my pleas. So anyone would be angry.
  I will be sharing the video of his mechanic being rude, if the video isn't too big. Along with the video of a secretary stating he knew I been complaining and the other one giving me the run around.
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  03/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Okay, so I brought a car front them 2/19/22 and the first thing I said when I got to the lot is Im looking for something between **** and ****. **** told me to try the other lot which I did. Everything there was overpriced. It was like everything that sounded as if it was cheaper they was adding 500 to everything. So from the first lot to the second the price went up $500 On the car I previously gotten for the price of ****. I sit down to do the application process and they asked me for my social which the guy then told me they dont run credit but I got a notification that they did. False representation of facts is fraud. I wasnt given a talk about nothing before all this the suspension was literally messed up. Which they did fix. The day after having the car the check engine light came on and they did fix it. Theres things wrong with the car that isnt included in the warranty so I picked up a burden off of this company. The car hasnt been right since I got off the lot. They claim that they dont know vehicles have problems theres carfax and mechanics that can inspect the vehicle. You guys Lack of consideration is disheartening and it ***** that people come to you and pay you guys money 3 times the value of a car and all you could say is no refund. I will bring a class action lawsuit against you guys literally everyone loss money here . Yes we signed a contract but its up to you guys to do due diligence on the vehicles you provide to us. what Im bringing to court is proof that the next day I took my car in to get the codes read because there was no check engine light on &the codes was cleared. The car is still under the mileage warranty and I have documentation on that as well. I dont want my full down payment this is a business I would like to have atleast some of my money returned to me for my time. And its still under 14 days since I had the vehicle. If not Ill just take this to court and fight for my down payment and restitution for me missing work

  Business response

  03/18/2022

  I would like to sincerely apologize for the experience you have had with Platinum Autoplex. The down payments on vehicles are set at the time the vehicle is offered for sale and they have increased due to the current increase in market prices over the last year.
  

  As far as the credit check, we only check credit for identity purposes. Your approval through Platinum Autoplex is not based on credit.We will be sure this information is clearly communicated in the future.

  
  As far as mechanical issues, CarFax reports do not show mechanical issues. These reports show manufacturer recalls and accidents that could cause mechanical issues, however the CarFax report on the vehicle purchased shows no open recalls or accidents. Our mechanics do inspect the vehicles, but we do not complete a certified 162-point inspections on the vehicles. We also do not advertise that we sell certified used cars, but unlike most used car dealers we do give every customer a 3 month or ***** miles warranty covering the engine and transmission. As stated, Platinum Autoplex did cover the suspension issues even though the warranty only covers the engine and transmission.

  
  At this time these concerns need to be addressed with upper management to see if a mutual agreement can be reached. The maintenance manager can be reached at ************** and for refund requests an email detailing the complaint needs to be sent to ********************************.

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still deemed unsatisfactory until an agreement between two stated parties (me and the said company) come to an agreement will subject this response to be deemed satisfactory. But the response is accepted and notable. 
  
  Regards,
  
  *****************************

*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. ↩