Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Bought a use car 4/13/2024 paid for a new tag and the dealership went out of business before it was. Issued and now I cant get one. nobody response to phone calls nor emails.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck and it has a lot of fetuses. It has a welded chassis and it is either from the factory. I feel like they are being a fraud, that diler.

  Customer response

  01/17/2024

  soy ********************************************

  y quiero Reportar mi inconfalidad de este diler compre una **** 150 de ao ********************************************************************************************************************************************************* comara para Reversiar y muchos cables estan Rotos y puede aber un corto y se puede encender no me esplico como esta camioneta no tiene el titulo Rebeliado 100% fue chocada ya que la caja fue pintada a ***** anteriormente era blanca *** linpia parabrisas asen Ruido cuando *** predes siento que estan asiendo un fraude quisiera que me debuelban me dinero o que me ayuden en este caso ya que la llebe el mecanico y medijo que no ay explicacion porque tiene el titulo linpio tengo todo lo que el mecanico dise que nesesita para arreglarla 

  Business response

  01/26/2024

  Thank you for taking the time to let us know your concerns.  We however, are having difficulty understanding your complaint.  We take all complaints very seriously and would love the opportunity to discuss your concerns with you.  Please reach out to our sales manager at ************ so that he can hear out your concerns and help you have peace of mind with your purchase.

  Customer response

  01/31/2024

   
  Complaint: 21152295
  
  I am rejecting this response because:

  
  I am *************************************
  
  and I want to report my dissatisfaction with this dealer, I bought a **** 150 from 2020 and it has many defects since the chassis was welded on both sides and the welding was not from the factory and the Radiator is crashed and the comma does not work for Reversing and many The cables are broken and there could be a short and it could turn on. I can't explain how this truck doesn't have the title. Rebellious 100% it was crashed because the box was painted black, it was previously white, the windshield wipers are making noise when I feel them making noise. A fraud, I would like them to refund my money or help me in this case since the mechanic took it and told me that there is no explanation because it has a clean title. I have everything the mechanic says I need to fix it.
  Sincerely,
  
  *****************************

  Business response

  02/22/2024

  Dear ****************** *******,

  We pride ourselves in being transparent and honest in our transactions with clients.  We provide CarFax reports for all of our vehicles on our website which shows the vehicle history including accidents that have been reported, if the title has any brands, how many owners the vehicle has had, and where it has been registered.  The CarFax of this vehicle states that it has been involved in accidents but none of them resulted in a total loss and therefore the title has remained clean. I have attached the carfax report as well here.

  We also encourage clients to test drive the vehicle and inspect the vehicle to ensure they will be happy with their purchase prior to purchasing and signing the "as is" agreement since all of our vehicles are sold "as is" and the only warranties offered are the ones sold through a third party if the client chooses to purchase.

  Please feel free to reach out to us if you wish to discuss this further at ************.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from here back on Nov 2021 and from the moment I left the dealership, the vehicle started showing signs of faultiness. I reached out to the ** ***** and expressed my concern and he said no there's nothing wrong with the car and I believed him. Then a month and a half later, the engine failed. They were not cooperative, did not want to respond and when he finally responded he was nasty and stated he doesn't care. I had to make payments for a non-drivable car for months, also ended up with more out of pocket cost due to having to take ubers, lyfts and car rentals. Not only did it cost me money, but also emotional and mental distress since I didnt have a car to go to work, drive my children to school or perform other daily necessities. This company is negligent and does not care about their customers. Then I had to purchase a new engine which is a another out of pocket cost. They basically sold me "lemon". Very deceitful. And then here we are a year after engine replacement the car is having issues again.

  Customer response

  12/14/2023

  I demand to recoup my cash down payment of $3010

  Business response

  12/16/2023

  We were saddened to read your complaint but also surprised since this is the first time this has been brought to our attention. The manager you referenced has not worked with us since early 2022 so we are not able to check with him. However, we have reviewed your sale file and found no complaint notes.  We did confirm that your vehicle was sold "as is" by our dealership as all of our vehicles are and we have your signed "as is" disclosure.  However, you did purchase a third party extended warranty that was good for up to 12 months or ****** miles, whichever occurs first.  Is there a reason that you did not utilize your purchased warranty?

  
  While all of our vehicles are inspected by a third party mechanic before going for sale, we do sell our vehicles "as is" but offer third party warranties for clients to purchase for extra peace of mind. We apologize for the experience you had with the manager as that does not reflect the customer service that we strive for or are known for.  We do stand behind our products and we sell quality vehicles but we recognize that they are used vehicles that have expected wear and tear and that with all machines parts can fail after purchase with no warning or signs of issues prior.  The powertrain warranty that you purchased should have covered the failed engine and if the engine is still having issues, we would recommend reaching out to the mechanic that performed the repair to see if there is warranty on the labor and parts.

  Customer response

  01/11/2024

  I demand to recoup my cash down payment of $3010

  Business response

  01/16/2024

  ****************,

  We are unable to ***** your request as you purchased this vehicle over two years ago and when you purchased you signed an "as is" disclosure and purchased an extended warranty.  When the vehicle was sold to you, the vehicle was fully operating and you agreed to purchase the vehicle.  You stated that you replaced the engine in 2022 and it is now having issues.  ************ and engine was not done at our facility, but our recommendation would be to reach out to whoever provided this service and see what warranty of parts and labor they offer.

   

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 19th I went to Royal Motor of Orlando to purchase a car. I came with cash and told them I wanted to pay cash. They pushed and suggested I financed the car. The car was almost 26k. They proceeded to have fill out paperwork. It came back with payments of $389 for 72 months. They never told me the outrages interest rate of 8% and I have excellent credit. When I left with the car it started jumping when I would accelerate , and when I would be at a stop it would shake. The car has also been involved in a car accident which I was never advised of it. Then I learned by friend I was supposed to get a car fax which I did not get. So on Friday the 21st I returned the car and asked for my 12k down payment. And the owner refuses to see me and reimburse me. And this car was sold to me with issues and not with honesty.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/11/10) */ Contact Name and Title: Katherine T********, CFO Contact Phone: 407-286-3044 Contact Email: admin@royalorlando.com On October 19th, the client came to our dealership to purchase a vehicle. She explained to our sales person that she had 12,000 from a total loss settlement and was wanting to replace her vehicle. She really liked a 2020 Corolla that we had however it was priced $25,497. Our sales consultant explained that we could apply for financing for the difference and she could use the $12000 as a down payment. She test drove the vehicle and then applied. Everything was done willingly by the client. When the approval numbers came back, the client accepted the terms and then the electronic contract was sent to the client from the lender to sign which contained all the details about the terms of the loan and the APR which was 17.9%. After completing that, the client paid her down payment with debit card and then signed all the wet ink documents. This included the bill of sale that showed the purchase price, fees, taxes, etc. She also signed the buyers guide that was posted in the vehicle and explained that the vehicle was being sold "AS IS" without any warranty. The client had also test driven the vehicle prior to purchase and it was operating well and she chose to purchase it. We are a******* Advantage dealer and provide free carfax reports on all of our vehicles through our website and have signage everywhere indicating that the carfax is available. We do not hide the history of our vehicles but actually give our customers access to all the information we have on the vehicles. On Friday, October 21, the client did bring the vehicle to our dealership to check and we could not find any issues and the car did not recreate the issue she had described. She then stated she wanted to cancel the deal. We explained again that the vehicle was sold as is and that our mechanic could also find nothing wrong and when we connected the computer there were no error codes being given. The client then asked again to cancel the deal and return her downpayment. We explained again the terms of the purchase agreement and that if she returned the vehicle now it would be considered a voluntary repo and affect her credit. In the end the client returned last week and picked up her vehicle and is still currently in possession of the vehicle. Our sales team does not push but works with the customer to show all the options they have available. The client in this case did not want any of the vehicles we had that were in the price range of 12000, but instead decided she would like to apply that money to a higher priced vehicle and finance the rest. She gave consent to apply and she agreed to the numbers. There was no forcing to accept the terms, she was a willing participant. Everything was explained at the time of the sale and she willingly signed all documents that stated the same information. We pride ourselves on offering transparent, honest and integrity based sales at Royal Motors and find that this complaint is far from the truth of what actually took place. We also believe that the client being with the car even now is testimony to the fact. Consumer Response /* (2000, 7, 2022/11/15) */ Issue Resolved

*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. ↩