ComplaintsforAuto Palace, Inc.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description: I bought a car from a dealership in Ohio at the end of May; I live in ** so I bought the car online. It has been in and out of the dealership in ** for various reasons since. In mid-July, my husband alerted me to the left front tire that was crooked. When we got home in August, we brought it in and were informed the car had a frame that had been twisted/bent/attempted to be fixed. We brought the car into an autobody place and the frame has extensive damage and, in his words, “is not safe to drive”. The repair is to the tune of $7700. I have been driving this car since June with my 3 small children in it. I am devastated that they would not disclose there is frame damage. I attempted to call them today to discuss and they will not help. I had another issue with the car in June. The left blinker wasn’t working and I thought it was a light bulb. When I brought it in, they informed me that the headlamp had wiring that was “glued on” and that the wires would sometimes work, but if I went over a bump and the wires jiggled, electrical components in the car would start to not work. The dealership had to order a new module to run the codes in the car that would tell them what was wrong. It took a week for them to get that part in and then another week to schedule me. In that time, my 30-day dealer warranty expired. We could not know what was wrong with the car until we got that part in and I brought the car in during that warranty time frame. I called Auto Palace at that time to alert them of the situation because that repair was quoted to us at $3500. At the same time, they washed their hands of the situation and said I was outside of its warranty timeline event though I brought the car in during the warranty period. I ended up taking the car to a local mechanic vs. the dealership and they were able to fix the headlamp wiring without replacing the headlamp itself so it “only” cost $600 and I just let it go. The dealership did not disclose to me upfront it was in an accident; it was only after I called my insurance agent to ask what it would be to insure the car that my insurance agent told me it was in an accident. After hearing this, I texted the sales person and asked about inspections after accidents and she stated via text that “the cars goes through independent inspection and they do their own inspections as well”. She never said anything about frame damage at that time. The paperwork I signed said that I acknowledge the car was in an accident and that used cars can have a myriad of problems, but if this car went through 2 inspection, how did the bent frame pass inspection to be safe to drive? I would not have bought this car with frame damage and been driving around with my children in the back seat this summer.

  Business response

  09/20/2024

  We have uploaded all the signed documentation showing she was aware of the vehicle. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  4/16/24 Was the date I brought the vehicle. Took the car for a test drive. Stated that the vehicle was a little loud being that its an 2021.. Asked for other options. Was told that its ok if anything goes wrong that I have a few warranties. A 30 day warranty with auto palace, power train warranty, and an extended warranty. 4/18/24 Had to take the vehicle back because the transmission went out.. Was given the run around for weeks. I received the car back 5/2/24. 5/3/24 the transmission went out again. Took the vehicle back 5/6/24. They had the vehicle until 6/21/24 during that time I was given the run around. They placed the blame on the jeep dealership. 8/2/24 the transmission went out again. I reached out to them trying to figure out how we can get it fixed. I was just told that my warranty with them is up so they are not going to anything. And proceeded to hang up in my face. All of the calls are recorded.. 8/6/24 I took the vehicle to Performance Dodge. 9/5/24 My extended warranty company reached out to me explained why they denied the claim to fix it. It was brought to my attention that the vehicle had been to Performance Dodge several times before me purchasing the vehicle for transmission issues.. The also voided the power train warranty by replacing the transmission so its voided from the warranty.

  Business response

  09/06/2024

  We replaced this customers transmission and Jeep Performance replaced the harness. We had to pay to have it reprogramed 2x. When he picked up his vehicle it was working fine. If it broke again this has nothing to do with us, its a used vehicle and this can happen at anytime.

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22247600
  
  I am rejecting this response because: This dealership did not let me know that the vehicle had transmission issues before replacing the transmission.. Before me purchasing the vehicle 4/16/24 the vehicle was taken to Performance Dodge multiple times for reprogramming and transmission related issues that I was unaware of until 9/5/24. With them replacing the transmission its voided the power train warranty that they told me it had. I was told that I had 3 warranties Theirs (30 days) power train and extended.. The harness they speak of is because THEY tried to patch it via silicone per diagnostics from Performance Dodge.. All of which I found out 9/5/24. The transmission went out 4/18/24, 5/2/24, and 7/17/24. That is not something that just happens.. 

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

   

  Business response

  09/10/2024

  We replaced the transmission and the transmission wiring harness. Customer is out of ***** warranty

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was misled into buying an extended warranty on an older vehicle. I have done everything on my end to cancel but the dealership will not turn in the paperwork. Keep calling the warranty company and they can’t do anything to the dealership.I canceled within the first 30 days per contract. I want refunded!

  Business response

  08/30/2024

  We haven't received any paperwork from the warranty company or we would have canceled it already. Please email us at *********************** your current mileage and I'll pass it on to our accountant to cancel it.

  Customer response

  08/30/2024

  This is the paperwork they said they haven’t received. They had me sign this because there secretary that does this wasn’t there.

  Business response

  08/30/2024

  It looks like they canceled it yesterday Sir

  Customer response

  08/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I’m not satisfied until the money has been returned to the financial institution or myself.
  
  Regards,
  
  ****** *******

  Business response

  09/03/2024

  The warranty has already been canceled. We are not in control of when the bank takes it off your loan!

  Customer response

  09/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] according to the warranty company the refund goes to you.You can me a check or my lender then it will be resolved.
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

  Customer response

  09/03/2024

  The warranty company is sending the refund to the dealership. I don’t want to settle till the money is paid to me or the lender.

  Business response

  09/03/2024

  That has nothing to do with us, that's between your lending and you

  Customer response

  09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: According to the warranty company the money goes to you.Is this correct?
  
  Regards,
  
  ****** *******

  Business response

  09/04/2024

  The money goes to the lender after the warranty company refunds it. I wish they would tell people the proper procedure. My accountant already sent the check to the lender on August the 20th, and according to our bank Chase they already cashed the check on August the 26. So you need to reach out to global lending which is your lender. Thanks

  Customer response

  09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

  As soon as my loan shows the refund I will be satisfied.Thanks for your help!

  Customer response

  09/05/2024

  I called my lender today and the funds do the warranty haven’t been received.The dealership claim they have sent a check and it was cashed.

   

  Business response

  09/06/2024

  We don't have anything to do with your loan!! We canceled your warranty this matter ends with us, take up your issue with the loan company 

  Business response

  09/06/2024

  You need to wait until the leader receives the check. Everything has already been canceled and mailed out. Our part has been done! You need to work with the lender. The check number is ****** for the amount of $3,300. 

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I will accept when my lender receives the check.
  
  Regards,
  
  ****** *******

  Business response

  09/06/2024

  Are part is done!

  Customer response

  09/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I’m still waiting on the loan to be credited.They haven’t received the check.
  
  Regards,
  
  ****** *******

  Customer response

  09/09/2024

  They don’t even know the correct lender.Thay claim they sent a check but I’m not buying it.

  Customer response

  09/09/2024

  They don’t even know the correct lender.Thay claim they sent a check but I’m not buying it.

  Business response

  09/10/2024

  We canceled this warranty and sent a check for $3,300 to the leader. We have done are part 

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.The check was received by the lender.
  
  Regards,
  
  ****** *******

  Customer response

  09/12/2024

  Thanks for your help!

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 **** Renegade from Auto Palace on April 1st, 2024. The car ran fine. I noticed that the odometer light was flashing and I took it back to Auto Palace just before the end of the 30 day warranty. They agreed to have it repaired. They kept it for two weeks. During this time I made at least three inquiries about the status of the car. Each time I was told that they did not know and that they would check on it for me. They never got back with me. At the end of the two weeks, I demanded my car back regardless of whether it was repaired. They returned the car and we decided that they would make an appointment with an authorized **** dealer that could do the repair. That was on the 12th of June. It is now the 20th of June. I still have not heard from Auto Palace. I understand that there are times when parts need to be ordered, but the lack of communication with customers is unacceptable. When I asked if I could personally contact the **** dealership who was doing the repair, I was told that it was against their policy to give out that information even though it was my car that was being repaired. They did not want their customers to "bother" the **** dealership.

  Business response

  06/21/2024

  Our 30day warranty covers only engine and transmission. We wanted to help Mr. ******** out and service his vehicle. We even offered him a loaner vehicle which we aren't obligated to. We took it to **** performance first but they were short staffed on techs and was taking to long. So we decided to take it to ***** **** in Dublin and we have been waiting on a part for the vehicle. I spoke to the service advisor this morning and they said the vehicle should be done by the end of the day. 

  Customer response

  07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: while I understand that Auto Palace is at the mercy of the dealership that is fixing the vehicle, the vehicle still has not been repaired. When I contacted the dealership that was to fix the car, I was told that they were waiting on Auto Palace to approve an additional diagnostic. I just want the car fixed.  
  
  Regards,
  
  ***** ********

  Business response

  07/05/2024

  It was never promised on the we owe sheet or is it covered on the 30 days warranty. Customer doesn't want to wait for the shop to repair it so there is nothing we can do!

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/14/2024 I purchased a **** ******. Little did I know that I wouldn't be getting it until a couple months later because the wiring issue that "should be done by the end of the week" took well over a month and a half after the purchase of the vehicle. This place has done so much sketchy stuff that I don't even know if it was a slight wiring issue to begin with. I was semi-content with the wait at the time because I was being promised that I would receive 200$ in gas cards and they would cover the first months payment. As I'm sure you're now aware, that never happened. I have messages I can provide as evidence of that, if needed. These messages were sent by my sales rep, who kept promising something new every time I started to get worried with how long it was taking. Next, I am wanting my title or to know where my title is. My temporary plates expire Saturday and I need my vehicle to go to work. I need the title for my new plates, and the DMV has no idea where it is. I called Auto Palace and they've said they either sent it already or they don't know where it is. I want to be done with this business. It has been an absolute nightmare of an experience. To top it off, if you want to speak to management, they will tell you "they don't take phone calls." We will see if they talk to me now... The stress and anxiety caused by this whole process has been egregious. If they can't get my title to me in time, I want compensation until I can drive to work.

  Business response

  04/12/2024

  You put a down payment on the vehicle in January and didn't complete the contract until 3/4/2024. We are still waiting on a copy of your drivers license and trade title. We have 45days to give you the memo title. The BMV needs a copy of your drivers license since you aren't an Ohio resident. I'd like to see what the salesperson and you have discussed were he promised a $200 gas card and first payment. We don't give gas cards our nor pay peoples car payments. Your salesperson no longer works here.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 19 year old son purchased a car on 10/14/23 and they slipped a warranty into his deal and never asked or provided information on the warranty. We have tried to contact them numerous times to cancel the warranty, we can not get through everytime we call it goes to their voicemail and it says the voicemail inbox is full. They actually messed up his paperwork and sent it to him again electronically and he told them then to take the warranty off and she told him he couldn't at that time because it would look suspicious on the loan paperwork?? She told him he could call after it went through and it would be taken care of. I finally got through and talked to sales, he said he would give financing the info, that has been two weeks, have not heard back. I did the online chat this week and again, they haven't got back to him. This warranty cost him $3000. and I have asked several times to email the form so he can fill it out and cancel. The warranty company will only cancel through the dealership and can't help us either. If it wasn't a few hours away we would drive down. I am at the end of the rope trying to get this done. I was standing there when he signed his paperwork, they never once offered him the warranty or gave him any option to get it, just slipped it in there. (obviously, I should have looked everything over for him, wasn't expecting to get conned) but the room was small and I had to stand by the doorway. Also the sales dept said "well it won't change his payment now" when I talked to him a couple weeks ago, I said we know that but it will come off his balance at the bank. I just don't understand how financing can always be too busy and have a full inbox, this has went on since Nov. Even worse because she messed up his paperwork, they didn't pay his trade in off and it caused him a late payment on that, took her weeks to call and let him know it needed redone and that it wasn't finalized yet. ******* ********* ** is the purchaser and Warranty is ****-******

  Business response

  01/08/2024

  The customer is the one that needs to cancel the warranty. In order to cancel the warranty we need the mileage on the vehicle. Then the accountant will cancel the warranty. So please have your son call and ask for Manager and we will get this token care of asap

  Customer response

  01/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21108980
  
  I am rejecting this response because: 
  We have tried and no one answers the phone and voice mail box is full.. I've tried getting a message to them and no one gets back to us. We can't cancel without being able to give them this information,  notice she didn't give a phone number.  Even had a sales guy say he'd give her the message and I even did text option on their site n that person said they'd give them the message.  If they text or call me I'll give them the mileage.  ###-###-####.  We are getting the run around here. 
  Regards,
  
  ****** *********

  Business response

  01/09/2024

  ###-###-#### have the customer ask for *****

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very frustrated with the situation regarding my car. The insurance company rejected my claim for an extended warranty repair, claiming that the car had pre-existing damage. I have proof of the car's condition when I bought it. However, the dealership where I purchased the vehicle has been unresponsive and unhelpful. They have ignored my calls and given me false information. I feel like I have been cheated and lied to. I am stuck with a car that I cannot use, and I am still paying for it. I want to cancel this contract and get a new car from a different dealer.

  Business response

  09/20/2023

  We can cancel the warranty but we would need to know the mileage. We can't take the vehicle back you signed a contract and it can't be undone. I uploaded the pages you signed about the history 

  Customer response

  09/21/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

  The contract was not shown to me before I signed it. The manager on duty had a contract on him opposite side of the table of more than 40 pages and he skimmed over them me and asked me to sign and initial them. He did NOT disclose whether the car had been damaged or involved in an accident. He also added an extended warranty to the package without asking me. I thought that was the normal procedure. But he had a hidden agenda behind that. 

  Complaint: 20630604

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  50,000 and the date of June 9th, back to when I had been trying to cancel it….Since I had been trying to cancel it two months prior to that with no response. I will also be reaching out again to the service contract company again as they told be to contact their cancelation department before 4pm Central time and moving forward with my complaint through them about your execution of their product… your poor customer service. I do not know if this is being done as a form of discrimination or if this truly is just your company trying to use every loop hole it can to save a dollar. I had the car for 7 months, the service contract would have taken effect after the 30days was up from the dealership, so if we only go until June 9th that is 6 months and 2 days…. the service contract is for 48 months, so that leave 42 months of that contract that I am owed. That is an amount of no less that $3050. I was emailed today stating that the owner said that they will not back date it and I needed to bring the car in for them to see the milage in person to cancel it when a picture was enough before. I reached out for legal advice through an attorney service who advised me what I could do for breach of contract in Ohio, sent them a copy of that response and now they are saying that my attorney needs to contact their attorney, when I do not have an attorney! I only got a free legal advice and advised to directions on how to file stuff on my own.

  Business response

  08/25/2023

  We told the customer that he needs to bring his vehicle in for us to verify the mileage on his vehicle he refuses. Therefor we can't cancel the warranty until he does so. There a process to cancel the warranty and he feels that he doesn't have to go through it. If he has been truly reaching out to Auto Palace for two month why didn't he ever stop by.  He send us a screenshot of a convo he has with his lawyer and we told him that he can have his lawyer reach out to ours 

  Customer response

  09/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20521370
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2019 Chevy Blazer from here and 2 days later had to take it back bacause it had a noise to it and it was jerking every time I would accelerate. When I took it back they tried to tell me wasn’t nothing wrong with the car and the the owner said there was nothing wrong with it and come to find out it needs a new transmission. It’s been in the shop for over a month there talking about the part they need is back ordered and they don’t know when it will arrive. I have no car I’m making payments on a car I don’t have I’m paying car insurance for a car I don’t have, I’ve been coming out of pocket for rentals which I shouldn’t have to do considering I just purchased a car. At this point I don’t even want the car I just want all my money back that I have spent on a car I don’t have.

  Business response

  03/13/2023

  We got you on video attacking our Sales Manager and we are moving forward with pressing changes 

  Customer response

  03/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19557568
  
  I am rejecting this response because: 
  So what y’all are a raggedy unprofessional business and y’all will be exposed!!
  Regards,
  
  ********* *****

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a jeep from auto palace on July 24 2022. I never received my documents for my car (my title , loan agreement) every time we called to receive the documents they gave us a time to get our documents every time we showed up we got a different excuse. Three times we showed up in person. And didn’t get our contract until 3 days before the first loan payment was due. We had to refuse to leave the dealership for an hour before we actually received the documents. And two days before the end of the 30 day warranty major issues with jeep begin to have major issues. The issues that started occurring are things that the dealer swore up and down that they foxed them selfs. But had no documents to prove it. The brakes that were just done were screeching and not stopping the car at all. And I do not feel safe driving the car now. The check engine light came on said there was very low oil in the car and they the dealer had not changed the oil like they said they did. The spark plugs and the oil Solenoids went out in the engine because of the low oil. The ti-rods went out. And this is in a 2017 jeep with 63,000 miles on it. The day we bought the car we realized the radio was bad amd auto said they would order it said it would be there in 2-3 days we called about the radio they said it arrived when we brought our car in to get it replaced they had put our radio in someone else’s car. ****** The head of the mechanic assured me it would be fixed. I dropped my car off on aug 22nd to have the radio changed, I’ve called everyday since then. No one knows what’s going on with my car or why it’s not being worked on. And now they won’t answer my calls. and they holding my car hostage and refusing to fix all the things they claimed they fixed before we bought the car but turns out they repaired it enough to drive off the lot and break down in a few days. I need help

  Business response

  09/07/2022

  We are working on this customers vehicle currenting and resulting the issue    

  Business response

  09/19/2022

  Originally we were only suppose to replace his radio. After we replaced it the customer came and picked up the vehicle and the transmission was going out when he was leaving the parking lot. He was very rude slammed our glass door. We decided to help him fix the transmission even tho he was out of his 30 day warranty. We even provided a loaner car. We replaced the transmission and called the customer to let him know it was ready. We called and texted him for 4 days to pick up this vehicle he came in on the 4 day to pick it up and was very rude demanding things and threating us with the BBB cuz I told him we don't have paperwork on what was done to the vehicle because it was done in house. We do have video camera's on the showroom floor and nothing was done inappropriate on our behalf 

  Customer response

  09/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: everything they claimed they fixed on the jeep is breaking down again. The transmission is failing again. The engine is misfiring again. They fixed the car well enough to get it off the lot but didn’t actually fix the car. It made it a week and doesn’t run again.
  
  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. ↩