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Business Profile

Used Car Dealers

Reserve Auto Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 used car with extended warranty from them. They provided me the contract information and details on how much the extended warranty cost. The contact states that it is refundable, where a prorated amount is given back for the remaining months of the contract. I bought the car around April 30th 2024, and sold it on Oct 15, 2025. I requested a refund from Reserve Auto Group on Oct 26th, 2024. I still haven't received the refund nor any further communication from them. More importantly, I contacted the extended warranty company to see if I can request the refund directly from them. They stated that they have NOT received payment for the contract, and that the contract was never started. I believe this is consumer fraud at this point.

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The date of the transaction is December *******. I brought a vehicle from Reserve auto group for $34,628.36. I traded my 2019 **** e-tron vehicle in to Reserve and they were suppose to complete the pay off to ************ It has been more than a month and reserve still has not paid *********** on the behalf of my trade. When I purchased the vehicle my sales agent ****** ***** which a Reserve auto employee. ****** told me that the check engine light was on because they had just changed the battery in the vehicle, so I needed to drive the vehicle so it could calibrate and to come back to the dealership to get the check engine light off. I returned to Reserve Auto and I was told to bring it to Reserve customs to be fixed. I took it to the shop as I was told and the vehicle is still not fixed. The agent ****** told me I need to bring it to ************* because they could not fix it and I would have to pay for it. The owner told me that Since he closed the business that he would not repair the vehicle as they promised in writing as I attached. I just want them to honor what they told me by repairing the vehicle and to pay off the vehicle I traded in. I am a single mom and they fully took advantage of me. Can I get some assistance with this matter please.

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a vehicle along with the extended warranty in June 2023. The dealer charged me for it and today I try to file for coverage and warranty company told me that dealer did not paid them for the warranty that they charged me already. I called the dealer and was told that it has closed down.

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 traded in my 2019 ******** and purchased a 2021 WRX STI from this dealership. The transaction went fine, but dealing with this company after the fact has been torture. The check for the overpayment on my GTI came in a few weeks after I traded the car. I cashed the check and it was later marked as "Altered/fictitious". This locked my online banking down and caused other penalties. I contacted my bank and they said the only course of action would be to contact the dealership (Reserve Auto Group) and have them contact their bank. I called them and they advised the only person who can contact their bank was the owner, and that they would get me in contact with him. I then waited a few days for the owner to contact me and got no contact from either the owner or anyone in the business. I then called back in and asked to be directly transferred to the owner. The staff said this was impossible. I then had to call back in multiple times and I am almost always met with a voicemail that never gets received or that I do not get a callback on. When I finally got in contact with the owner, I was given no direct contact info for him. He was very apologetic and courteous he promised he would contact the bank and get back with me. I was sure this would be the last interaction we would have, and I could write a review about how this company assisted me through their bank submitting a false positive check alteration. Instead I have, again, received ZERO communication from Reserve Auto Group's employees or owner, and my online banking is still locked down due to their banks mistake. Honestly, I dont even blame the company for their bank s******* up and marking a check as a false positive. The main issue is the lack of ANY communication from this company. They clearly just want your money then they want you to get out of their store and never communicate with them again. This review doesnt even go over the other issues I had at time of purchase due to character limits.

    Customer Answer

    Date: 01/15/2025

    Reserve auto group has disappeared from ****** maps and their website is down. They took my THOUSANDS of dollars and ran with it. Please help me.

  • Initial Complaint

    Date:01/06/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    We purchased a vehicle in October and are still waiting to receive our registration and tags. The registration expired in mid-December. They are not answering their phone nor responding to email. Website is not active nor is ********. Apparently, they went out of business and are just leaving customers hanging.****** ******* ********************** Auto Lewisville, Tx

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I PURCHASED A 2016 ********** RANGE ROVER FROM THIS DEALERSHIP ON 10/24/2024. AT THE TIME OF PURCHASE, THERE WAS A EXTENDED WARRANTY ATTACHED TO THE PURCHASE IN THE AMOUNT OF $6000.00. THIS AMOUNT WAS INCLUDED IN MY FINANCING WITH MOBILITY ****************************, *****. ON OR ABOUT 12/22/24, I HAD TO TAKE THE *** INTO A DEALERSHIP FOR WARRANTY REPAIRS AND I LEARNED ONCE THEY FILED THE CLAIM THAT RESERVE AUTO GROUP NEVER PAID THE FUNDS TO THE **************** (********** WARRANTY). WHEN I INQUIRED WITH THE DEALERSHIP I DID NOT GET A RESPONSE TO WHICH I WENT TO THEIR WEB PAGE AND IT SHOWS THEM AS "CLOSED". I FURTHER INVESTIGATED AND DISCOVERED THAT THEY NEVER PAID THE FUNDS THAT MOBILITY ************ HAD PAID THEM FOR THE WARRANTY. I HAVE BEEN INFORMED BY THE ** THAT THIS IS NOT THEIR PROBLEM BECAUSE THEY HAVE ISSUED THE FUNDS AND I AM RESPONSIBLE TO PAY THE TOTAL LOAN WHICH INCLUDES THOSE FUNDS. I AM SEEKING THIS REFUND SO THAT I CAN FORWARD TO THE CREDIT UNION TO SUBSEQUENTLY LOWER MY PAYMENT. I CAN PROVIDE ANY FURTHER INFORMATION UPON REQUEST.

  • Initial Complaint

    Date:12/27/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 requested to cancelled a extended warranty the day after purchasing a vehicle from this company. I later received an email with a cancellation form for the extended warranty from Reserve Auto group stating that the warranty would be cancelled and to allow 8-10 weeks, this was on August 20th 2024, well I waited the 8-10 weeks just to be ghosted. I have been calling and emailing since August and my calls are not being accepted. Whenever I call in the receptionist transfers my calls to a voicemail that is not setup and when I call back the phone is answered and disconnected. I have also since spoken with Tray my salesperson who pretended to not be aware of what was going on and he to began to refuse to take my calls and automatically transfer my calls to a voicemail when I call the main line. I also received documentation from the extended warranty company **** stating that Reserve Auto Group defaulted on the payment to them so there is no extended warranty, which means $3200 charged but services were not rendered. I also confirmed with my lienholders that the application that was submitted to them does not match the application I signed on August 8th. Had I known that I would be going thru this I would not have purchased anything from this company. I have attached all communication.

  • Initial Complaint

    Date:12/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 vehicle from them roughly 90 days ago and they have still yet to file for my tags after I have paid them. My paper tags expire in 7 days and then the vehicle will be undrivable. I have called numerous times to resolve this issue and once I speak with one person they hang up and refuse to answer. I have stopped by after driving 2 hours to speak with someone and was told that a woman named ***** was going file my tags first thing the next morning and call me back. I never received a call, my tags still haven't been filed, and I I still can't get a straight answer from anyone

    Customer Answer

    Date: 12/23/2024

    This issue has been resolved,I have the plates in my hand. Thank you. 

  • Initial Complaint

    Date:12/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    We purchased a 2018 ***** Miata from Reserve Auto Group at the end of February 2024. At that time we agreed to purchase their Axiom ************ Program Cosmetic Wheel Repair program for $1,569 as well as a 60 month ******************** Contract for $4,236. We would like to cancel these two services and receive pro-rated refunds dating back to November 1, 2024 which is when I started attempts to contact Reserve Auto Group. It is my understanding from the carriers that the cancellation must be requested through Reserve Auto Group. I have made more than a dozen calls to Reserve Auto Group, leaving messages as well as sending emails and have not received a response. The sole time I was able to reach and spoken to ****** *************** he indicated he would send me some type of form which I have not received. Reserve Auto Group is stonewalling and intentionally not requesting refund for these ************, last week we changed internet providers and our new email address has changed from ******************** to our new email ****************************

    Customer Answer

    Date: 01/07/2025

    I would like to get a status update regarding my complaint #********. about Reserve Auto Group

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    2014 Dodge Grand Caravan 30th anniversary edition. Purchased an extended warranty through Reserve Auto Group. I have been making payments on time. My transmission has gone out and the warranty company *******n't find the policy. Reserve Auto Group refuses to take my call on the matter.

    Business Response

    Date: 12/06/2024

    We are working to resolve this matter. We will report back once its resolved. 

Reserve Auto Group is NOT a BBB Accredited Business.

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