ComplaintsforAuto Palace, Inc.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towards the end of last year, I bought a car from Auto Palace. The car was involved in a accident, the front left side of the bumper had a hit and the bumper was falling from the side. Also the car had more problems. The car has a lot of scratches and problems with the buttons to roll down the windows from the back side. I can’t roll down the windows from the driving side. When I made the deal to buy the car they promised to fix the front bumper, and paint/polish some of the scratches because it was not gonna be possible to paint all. They also promised to fix the buttons so the windows can roll down from the driving side. I took my car to the dealer to get fixed, And waited 3 weeks for the car because they were saying they were gonna put a new bumper on and paint some of the scratches and fix the buttons for the windows. After the 3 weeks the car was the same. Same bumper but “fixed”. They didn’t paint and polish some of the scratches and the windows still didn’t roll down. They said that I needed to take it again because the dealer didn’t have time to do it, that they were gonna call me to make the appointment for it. I went to the dealer a lot of times to get my car fixed and they never gave me any solutions, they were just saying that they were gonna call me and they never did. I went again Monday July 11, 2022 to find a problem to my car. None of the people that I did the deal was there. I talked to one of the service department and and explained him the problem and he talked to his manager I think. They said that they were gonna fixed my bumper because they bumper right now is falling. When they “fixed” the bumper they only glued to one of the part but now the glue is gone and the bumper is about to fall off. The man that works in auto palace say that they were gonna call me to make an appointment to fixed the bumper, it was last Monday that I came to auto palace and still haven’t hear back from them. I been calling them and nobody answer the phone.

  Business response

  07/25/2022

  Hi ********. We apologize for the inconvenience but we pulled your file and there is nothing that says we owe you anything. All paperwork states the vehicle sold as equipped. We did have change in the company and some of the people that worked here back in 2021 when you purchased your vehicle are no longer with us. For us to be able to help you since you purchased your vehicle all the way back in September 22, 2021 we need something stating it was promised to you at the day of sale. Otherwise we do not have any proof that someone promised you something. We will be happy to help you if you find any documents stating there was something promised. Thank you. 

  Customer response

  07/27/2022

  [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.
  Regards,

  I added a paper that said what they were gonna do. They promised me the bumper and oil change. It was supposed to be fixed before the 30days that I bought the car but I tried to contact them and came to their office several times and they always said that they were gonna called me and they never did.
  
  ******** ***** ********

  Business response

  07/29/2022

  This paper work you provided says nothing owed or promised and it looks like someone scratched it and hand wrote something over, this is not acceptable but as a good favor we can take a look at your bumper and see what we can do, we cannot promise anything but we can try to fix it for you. Please call us at 614-851-6000 and schedule an appointment with service department. Thank you. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle that has over heated on several occasions without receiving a rental and or a fully functional vehicle ! I have asked for a service report to keep up with repairs and I have yet to receive one. I am almost positive they refill it with necessary fluids such as coolant and send me my way! After taking my vehicle back to swap out i was asked to leave because i was already a customer who was getting in the way of potential new buyers. This car has been more of a hassle than anything else and I have lost my job due to it malfunctioning so often and am stuck with a car payment with the car over heating after around 20 minutes…engine, transmission and motor have all blown!! Its been about 2 months since purchasing.

  Business response

  08/23/2022

  I apologize for the inconvenience but I don't see any documentation of where you have came in for service. If you like you can bring it in and I'll have the service department check your vehicle out even thought it is passed your 30 day warranty which covers engine and transmission. You also have extended warranty. Please give us a call at (614) 851-6000 deal 4 for service

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Constituent states that she purchased a vehicle from the dealership and has nothing but issues with it. She has requested to return the vehicle and the constituent states that she was kicked out and laughed out of the dealership. She would like to have the dealership to return the vehicle for a full refund. No Atty NNNNN Auto Palace 4621 West Broad Street Cols oh 43228 614 851 6000 Date of Purchase- 10/08/2021 Purchase Amount-$34,681.60 Paid-5740.00 Payment method-Credit Card 2018 Nissan Murano Mileage at purchase- 40394 Mileage current 47957.00 VIN-5N1AZ2MH4JN176

  Business response

  08/04/2022

  We never kick anyone out or laugh at, we care about our customers. We offer 30 day or 1,000 miles free warranty, if you purchased extended warranty you can call them and they will take care of the issues you have if its something covered by them. There is no returns or refunds when you buy a used vehicle. You are more than welcome to trade it in for something else if you would like. Please call us at 614-851-6000 and talk to sales. Thank you. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle on 03/22/2022. The second day I purchased the vehicle, it was misfiring and the check engine light had came on. Then the car overheated when I was on the freeway to work and I had to pull over. I spoke to the salesperson who helped me with getting this car and they had me bring it back to get a tuneup. I would say a few days later my check engine light came back on and I spoke to the sales manager he wanted me to bring my car back up there. I am a very busy person I have no time to keep bringing my vehicle to get repaired especially for the fact this is a $20,000 vehicle, it shouldn’t have these issues. From there I’ve asked the sales manager if there were anyway I could return the vehicle as it had too many problems in a short amount of time and he told me flat out no. Since then, I have reached out numerous times to get the car fixed with no replies or retuned calls. On 4/21/2022 the vehicle wouldn’t start and when it did, it had no power to go. I finally got in touch with the sales manager and he had the vehicle towed and I have not heard from anyone since then. The people that I have spoken to at this company are very unprofessional and I have heard many stories about them not wanting to fix peoples cars that are in warranty. I feel like I have been scammed and cheated into this car.

  Business response

  04/25/2022

  Sorry for the inconveniece. We have been in touch with you on the issue and discussed everything that we are doing to it. Your vehicle is under warranty through us and we are working on it. The parts we need are not in stock and are ordered. We are hoping to get it finished by the 30th. We sell over 100 cars a month and some cars have issues come up after being sold and driven that is why we offer 30 day warranty and always honor it. So your vehicle is in good hands and all we need from you is patience. Please call us anytime to get an update from Sales manager as he always on top of the repair process. 

  Customer response

  04/25/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17099943
  
  I am rejecting this response because: 
  I have not been informed about what is being repaired.I asked the sales manager and was told that it’s “something major.” It has been very difficult getting in touch until my car stopped working. When I purchased the car and had the initial problems I told Alexis that I cannot deal with these major issues and was assured it was a “good running vehicle.” I’ve asked for a loaner car as my child has to be places for her medical issues every week and I have no other vehicle and was ignored. I’ve stated before that I asked what I can do and it has completely been disregarded. For me this has been a nightmare when all I wanted to do was upgrade my car and I ended up with a lemon car. 
  Regards,
  
  ****** ******

• Initial Complaint

  04/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I sat there for 4 hours in waiting room witch wasn’t a big deal but while I sat there I heard Sales people trying to sell Service warranties when it came time for my Contract I told the sales woman I didn’t want any Warranties and we talked about price for monthly payment she said they got the monthly payment I wanted and to Initial on a line for payment there was a lot going on with the paper it was hand written on a paper hard to read I then said again I didn’t want Warranty and informed her that the mileage was off by 2,200 miles she said she would fix it when it came time to sign for the car all the sudden they was in a hurry flipping though the paperwork it wasn’t until I got home and Realized the mileage is still off on the paperwork and I was charged $4200 for warranties I did not want

  Business response

  04/27/2022

  Per ****, we provide full transparency for all contracts.  The finance manager stated the customer was under time constraints when signing the contract, but they would not add a warranty without the customer's knowledge.  The warranty can be cancelled at any time.  Please feel free to call **** directly and he would be happy to take care of this for you.

  Business response

  05/26/2022

  Sorry for the inconvenience. I just talked to **** and he said he has not received any messages from you. But we can cancel the warranty for you, this is a very easy and simple process. Do you understand that if we cancel your warranty your vehicle is not going to be protected anymore and if there is any issues in the future you will have to pay for any repairs out of your pocket? Example: engine cost for your vehicle is over $8,000, Transmission cost over $6,000, AC compressor with labor $2,500, rear differential $5,000 and so on. The cost of the warranty is $3,200 and its already in your payments. I talked to finance manager he said when you signed paperwork he went over all the numbers with you. You have total exclusionary warranty meaning everything is covered but oil changes and brakes. If you fully understand this and agree on that we will go ahead and cancel it and send a check for full amount to the bank. Thank you. 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 22nd, 2022, I purchased a car from Auto Palace I gave them 3000 in cash & my trade in which was a 2015 GMC Terrain which valued $2400. On March 31st, 2022 I was out Working to with I am employed with by Uber Eats & I was picking up orders when my car shut down 3 times at 3 consecutive lights. I then called Auto Palace to let them know about the problem they told me to bring the car in. There service manager by the name of *****, took the car to the back to do a service check he then came back & said" the boss man up front is going to send your car to the factory & we are going to give you a loner car" he then gave me a 2011 Ford Taurus which was in very bad condition the front bottom bumper was falling off, it had scrapes & dents in it, the inside was so dirty & infected, with dirt, blood on the door handle, Gas was on E, Check engine light was on, fluids was leaking underneath the car & when I reversed the car the tires scraped the front bumper. We made it aware the conditions of the car before I left & asked if I can please get in something clean & reliable due to my job insists that I have a good, clean running car, also I have 2 children & one is an infant. They told me that was the only car they had take it or leave it, so I took the car because I had no other option, rent is due on the first & I need my vehicle to work .I then got home & realized the front bumper was dragging on the ground & when I tried to reverse & leave out the parking lot, I noticed the sound of very loud scraping coming from under neath the car, the whole right side of the bumper fell off as I approached the stop sign. I then called Auto Palace & let them know what was going on & that the car needed to be towed & I was very upset. I , then told them I will come pick up my car they were very rude & hung up on me. At this time I'm requesting, due to them being very unprofessional & displaying poor business I will like a compensation of all my money. that I gave them .

  Business response

  04/01/2022

  We apologize for the inconveniece. There is no such a service as a loaner car at our deanship, so we gave you what we had while we were checking what was going on with your car. It was easy fix and we took care of your issue. Hopefully that took care of your concern. Thank you. 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2016 Chevy Silverado with 121,000 miles on it for $35,000 in February. I paid $1000 down. I am financed through ******* Within a couple of weeks, I got a ticket for no running lights. I took it back to them. I have been working with ******* I have also been dealing with the owner, Art. After that, the a-frame fell out. Auto Palace sent a tow truck and took it back to their shop. I went up and talked to them. They gave me a loaner until they figured out what to do with the truck. They had the truck for 2 weeks, and sent the truck back. They were supposed to call ****** and cancel the loan. I have never paid ******* ******* calls every day and asks me to make a payment. I am not paying for a truck I dn't own and don't have.      

  Business response

  03/29/2022

  We took the truck back and cancelled your loan. Not sure what else you need from us? You actually need to pay $3000 and take your trade back since we paid it off to your bank. This case is being forwarded to our attorney so we can get our money back. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 20 2021 2500 they provide me 30 days of service the car started making this weird noise after my 30 days was up I called to tell them that the noise was making this noise and my key starter wasn’t working I couldn’t start my car up from inside the house I have to go outside to push the button even when I lock my doors I have to stand by my car just to lock it!!! they told me that I had to take it to a dodge shop bc something must wasn’t fix right!!! they wouldn’t be able to do nothing for me and they didn’t do anything to make me happy they told me it was out of there hands to fix anything on the vehicle

  Business response

  01/04/2022

  By looking at your file it looks like you purchased your vehicle back in August 16 and it is unfortunately out of our hands. We only offer 30 days warranty but you can take your vehicle to Columbus Tire and Auto they are very knowledgeable and inexpensive when it comes to repairs like that. They are located at **** * ***** ** ********* ** *****. Thank you. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in march of 2021 along with a 5 star warranty for $3000. Around 30 days ago I noticed a ticking in my engine. The purchase of my warranty covers any fixes needed to be made to my engine. ***** auto care warranty took 12 days establish a claim on behalf of my vehicle. They said that any Hyundai auto place should honor the warranty and do the work on my car. I called back dealership and they offered me a new vehicle with body damage and higher mileage but won't transfer the $8000 I have already put into my current vehicle. They have not offered me a rental or a loaner. They are selling a warranty that they know that they cant stand 100% behind.

  Business response

  11/29/2021

  We apologize for the inconvenience but we don't understand what you are asking? Sims like claim is filed with your extended warranty and you have to discuss with them on what are your next steps. Unfortunately this is out of our hands if warranty covering your claim or not. In some cases you have to show receipts of services like oil changes and stuff to them. If you did not service your vehicle on time it may cause warranty to not cover but again we do not know exactly what is going as you deal with them directly. Let us know if you have any questions. Thank you. 

*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. ↩