Complaints

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.

• Initial Complaint

  Date:01/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have went to this business today. I had a deal worked out over the phone both verbal and through text. I then got down there. 160 miles one-way trip. And then they came out with a totally different deal. It was like the old maintenance switch program. Then they came up with all these lies that I said racial things. This is just a bad company to deal with all the way buyer beware.

  Business Response

  Date: 01/05/2024

  This is in response to the above complaint. This gentleman was here at our store for maybe 20 min, and for the time he was here he was upset because his pre-approval from the lender did not work, which was not our fault whatsoever. Once we explained to him the situation, he went off the deep end on us and he was very rude to everyone here and yes, he did say some very racial things.  Regardless we did all we can to help him and that was the best we can do, we are sorry we did not meet his expectations, but we didn't deserve to be treated that way. Thank you..... 

  Business Response

  Date: 01/23/2024

  We appreciate your correspondence regarding the recent situation. Enclosed, you will find a copy of the (********) pre-approval that was submitted online, revealing a denial despite a substantial down payment of $6,000. It is worth noting that, as a dealership, we do not govern the credit evaluation process or its outcomes.
  Contrary to any prior indications, we must clarify that ******** no longer extends financing for powersports. While they may have previously accommodated such transactions, this policy has since been revised.
  Despite our efforts, we regret to inform you that we do not possess the approval on our end. The primary factor contributing to this is ********'s discontinuation of financing powersports. We understand the importance of this matter and acknowledge any inconvenience it may have caused.
  In addressing the differing perspectives on the matter, we acknowledge and respect your viewpoint, even if we may not fully concur. We extend our sincere apologies for any inconvenience experienced throughout this process. Please be assured that the ultimate decision lies within the purview of the lender, in this case, ********, where the application was submitted, and the approval was purportedly obtained.
  We empathize with the challenges of securing financing and wish you the best in your continued search. While we regret that our assistance was limited by credit history considerations, please understand that this is a facet beyond our control. We value your understanding and thank you for your patience in navigating this matter.
  Wishing you success in your pursuit of financing and a positive resolution to your endeavors.
  Sincerely,

  *** 

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer  resolution.]
  
  
  
  Regards,
  
  
  Here is the picture of the text that they sent us saying a very racial interrogative comment about credit ratings. Make a judgment for yourself.

• Initial Complaint

  Date:12/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a car. Threw. Royal family motors. Back in. August. Mid October- beginning November. The. Car was towed. To them for a blow motor. The general manager was told about the motor. In This. 2016 bmw x3. Needed to be replaced. He the. Told me I. Didn’t. Know wut I was talking about. They have had my car for months and. Refuse to put a motor in it. Says. Warranty company declined the claim. When it should have never went through a warranty claim. I do have. Video. Of the car running in there. Lot. With the motor. Making the noises.

  Business Response

  Date: 12/29/2023

  Hello this is in response to the above situation for **** ****. The vehicle was purchased on 08/14/2023 and it was purchased with an extended warranty, we scheduled him in, and we performed a diag on the vehicle only to find out the engine would need replaced. At this point we had to submit a claim to the warranty company for approval, the repair was denied for repair. We have contacted the warranty company several times asking for this to be approved and we finally were able to get it approved. Our service department has been trying to reach out to him and we cannot get him to return our call, so if you can please tell him to call in and ask for matt in service we would appreciate it very much thank you.....

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My experience with this company was terrible & I wouldn't recommend anyone to purchase from this dealership at all I put 1200$ down on a ********** ****** 2012 about my check engine light popped on along with the EPC light I called the dealership and they didn't answer so I left a voicemail never received a call back at all. in the beginning, I was told nothing was wrong with this car and they gave me the paper trail shower NOTHING was wrong with it as well I had a warranty pertaining to the paperwork that I had from getting a car but they were telling me I didn't eventually my throttle went out I had no movement from the car was getting no acceleration at all engine started knocking smoking and a lot of other things that they said they had no control over and they couldn't fix they eventually took it back for about 3-4 months I called every day to check on it some days I got it'll be done the next business day some days I got it almost done it'll be finished or I got we still trying to figure what's wrong they gave me the run-around and they received it may 22nd 2023 I didn't get my car back till July 27th, 2023 and in getting it back doing the same thing when they got it with additional problems DO NOT BUY FROM THEN IT WAS MY WOST EXPERIENCE EVER

  Business Response

  Date: 09/28/2023

  I would like to extend my apologies for the delayed response. Our establishment has recently been grappling with the presence of COVID-19 throughout our entire premises, and I have personally been recovering from the illness. Nevertheless, I deeply regret any inconvenience this may have caused.
  
  Hello, 
  In response to your reported concerns regarding your vehicle, I would like to provide a comprehensive account of the service history it has had with us. The first instance the vehicle was brought to our attention was due to the illumination of the engine warning light. We promptly diagnosed and resolved this issue by replacing the throttle valve housing, a repair that was fully covered by our establishment with no cost incurred by the customer.
  
  Subsequently, the vehicle returned to our facility for additional service due to another issue. During this visit, our technicians discovered that the vehicle was alarmingly low on engine oil, registering a deficit of more than three quarts. We presented conclusive evidence to the customer, emphasizing that such a significant oil deficiency can result in severe internal engine damage. In conjunction with addressing the oil issue, we also replaced the spark plugs, and once again, the customer was not charged for these services.
  
  Following this second visit, there have been no further records of the vehicle returning to our facility. I would like to remind you that our standard warranty for all vehicles encompasses a duration of three months or 3,000 miles, with total repair coverage of up to $2,500. However, considering that the current issue appears to be unrelated to previous service, our capacity to provide assistance may be limited. Nevertheless, we are willing to dedicate our time to thoroughly inspect the vehicle once more, aiming to identify any potential issues. Additionally, we are prepared to extend a discounted rate for both labor and parts if further repairs are deemed necessary.
  
  We kindly request that you communicate your preferred appointment date and time for the reevaluation of your vehicle, and we will be more than willing to accommodate your schedule. We genuinely appreciate your understanding and patience in this matter.
  
  Thank you in advance for your cooperation, and please do not hesitate to reach out should you have any further inquiries or require additional assistance.
  
  Sincerely,
  
  Ray 

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  1-12-23 we purchased a 2014 chevy equinox, within the first week we started to notice issues. Took the car for service at royal & were told the car did not get put through inspection before it was driven off the lot. The car was then fixed by service, with no charge. We continued to have issues with said vehicle and have tried to reach out several times for help. When we first bought the vehicle, we were told about the option of later trading in the same car, to get a different one more suited to our tastes and current situation. Beyond all credit and personal information that may have been taken into consideration to make the final decision on whether they could help us get into another vehicle. (Which I feel was not fully explored) I want to make it known how I was treated by the finance manager during one of these calls for help (end of June 2023). As a woman, I do not deserve to be talked down to or disrespected just because I am having a hard time explaining what's mechanically wrong with the vehicle. I understand and admit I may have had an attitude during this said phone call, but I felt slightly attacked while trying to explain our current situation. The phone call ended without a result. Royal Motors reached out to follow up on 7/24/23. I was called twice, once by a secretary and once by Danialle (a manger reached out and volunteered her help.) Once that phone call ended, I received the texts messages below and was informed that I was backlisted from the dealership with no real explanation. Then received a third phone call from a salesman by the name of Joey. Confused & not really understanding what just happened, I explained what had taken place and he said he would try to get to the bottom of this and call me shortly. Then nothing. I tried reaching out again on 7-25-23. Talked to Daneille, she informed me that her manager said I was blacked listed due to history and her hands were tied. As a customer feel mistreated, disrespected with no clear resolution.

  Business Response

  Date: 07/25/2023

  We sincerely appreciate your feedback and would like to address the concerns raised in your previous communication. Our team has made every effort to exceed expectations and provide exceptional service during your visits with us.
  Regarding the complimentary work we performed on your vehicle during a prior service, it was our pleasure to assist without any additional charges. However, we understand that your recent experience with another vehicle, not purchased from our dealership, has been challenging.
  We empathize with the unfortunate situation concerning the engine failure in your other vehicle. We recognize your desire to trade it in and offset the balance towards the purchase of a new car. Regrettably, due to multiple overdue payments and the impact on your credit history, securing another loan became unfeasible with conventional lenders.
  We acknowledge the numerous attempts to communicate with our team through phone calls and messages, some of which occurred outside regular business hours. We strive to maintain open lines of communication, but we must also ensure a conducive work environment for our employees.
  While we always aim to accommodate our customers to the best of our ability, certain factors, such as credit history and loan eligibility, are beyond our control. We value your patronage and would like to find a resolution that meets your needs, but we must operate within the confines of lending regulations and policies.
  We respectfully suggest that, if we are unable to fulfill your specific requirements, you may wish to explore other options that better align with your current circumstances.
  Once again, we appreciate your understanding and your business. Should you have any further inquiries, please do not hesitate to reach out to us. We remain committed to providing excellent service to all our customers.
  Thank you for your time, and we wish you a pleasant day.
  Sincerely,

  Ray ******* 

  Customer Answer

  Date: 07/26/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I also had a pleasant phone conversation with Ray about this matter and even tho we do not have a immediate resolution, I understand the current situation more thoroughly. 

  
  

  Regards,

  
  

  Sabrina ******** 

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  July 10 went to Royal Family motors to trade in our lemon of a car & was refused our money back or another car said the car was fine & was told he would call the cops so we left

  Business Response

  Date: 07/11/2023

  We are writing in response to the complaint we recently received regarding the experience of Ms. Rosanah ********** It came to our attention that on 07/10/2023, Ms. ********* and her father visited our establishment and expressed their dissatisfaction with the vehicle they had purchased, specifically citing an issue with the transmission.
  We made several attempts to engage in a constructive conversation with Ms. ********* and her father to address their concerns. We explained that it is not feasible to request a return on a vehicle after nearly a month of ownership. Nonetheless, we offered our full cooperation by promptly agreeing to inspect the vehicle in question. Our inspection revealed no mechanical faults or issues with the car.
  Unfortunately, the situation escalated when Ms. *********** father began to exhibit disruptive behavior, including raising his voice, employing disrespectful language, and directing profanities towards our employees. Consequently, we regrettably had to request his departure from our premises, warning him of potential involvement of the authorities should his behavior persist.
  Moving forward, we would like to extend our willingness to assist Ms. ********* with any future service-related matters concerning her vehicle. We value our customers' satisfaction and are committed to resolving any legitimate concerns they may have. However, we kindly request that her father refrain from visiting our dealership, as his behavior does not align with our standards of professionalism and respect.
  We appreciate your understanding in this matter and look forward to the opportunity to provide excellent service to Ms. ********** Should you require any further assistance or have additional concerns, please do not hesitate to reach out to our customer service department.

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 CALL FRIDAY 5 PM TO MAKE SURE THE TOYOTA RAV4 ON FACEBOOK IS STILL FOR SALE, JOEY SAID YES SEE YOU SATURDAY MORNING 10 AM. LORIA TEXT ME GOOD MORNING JUST REMINDING YOU ABOUT 10 AM APPOINTMENT TO BUY RAV4. THE SALESMAN I TALKED TO WHEN I ARRIVED SAYS THEY SOLD THAT 3 WEEKS AGO !!!!! SO 3 DIFFERENT PEOPLE WORKING THERE LIED ABOUT THE RAV4 THAT THEY DONT HAVE !!!!! TYPICAL USED CAR LOT , LIE, LIE, LIE

  Business Response

  Date: 07/05/2023

  *******

  Dear Mr. *******,
  We would like to address your complaint regarding the cash car that was listed for sale and that you expressed interest in purchasing. We acknowledge that you contacted us by phone on the previous day at approximately 4:30 PM, and subsequently visited our dealership on Saturday. Regrettably, at the time of your visit, the vehicle had already been sold.
  We would like to clarify that it is our policy not to reserve vehicles without a deposit. Specifically, for these affordable cash cars, we prefer not to accept deposits due to the high volume of inquiries we receive. Unfortunately, many prospective buyers express interest but fail to follow through with an actual visit. Consequently, we operate on a first-come, first-served basis for these particular vehicles, as they are primarily intended for individuals seeking reliable transportation for their daily commute.
  We sincerely apologize that you were unable to secure the vehicle you desired. However, please understand that our approach aligns with the industry standard at most dealerships. We regret any inconvenience caused by this situation.
  Thank you for your understanding.
  Yours sincerely,

  Ray ******* 

  General Manager

  Royal Family Motors

  6845 Whipple Ave 

  North Canton Ohio 44720

  3308342886

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 got a car from Royal family motor in July 2022, it has been in the shop the past two months for the same issue where the airbag light will go off and the power steering light will go off in my wheel lock up, while driving down the road and also having my newborn in the car and no one can figure out what’s wrong with it. It also has not started multiple times and then will randomly start without pushing any buttons I have paid $270 twice a month since August 2022, at this point safety, for my child is main concern so I would like to surrender the vehicle because it’s not safe for my family or others on the road if my wheel is locking up.

  Business Response

  Date: 06/26/2023

  Hello in response to this complaint, the vehicle was put thru the service department for a safety inspection on 08/05/2022. On 08/09/2022 vehicle was purchased and left our dealership and since the purchase date the vehicle has not been back to our service department. The warranty that was on the vehicle was only a 3mo or 3k mile warranty, so that warranty would be expired so if she would like to call our service department and schedule a time to come in, we would be more than happy to schedule that for her and will try to offer some discounts on any pasts and labor that we can to try to help,so please let us know if that is something we would like to do. Thank you again and please let us know have a good day.........

   

  Ray 

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  Given that I have not received a car fax or all the paper work I requested and had to call  three different days for to finally just go pick it up my self ! And to just get four pages again … NOT ALL THE PAPER WORK ! 
  

  i do not feel this response is is acceptable! 
  
  
  Regards,
  
  
  
  Sarah ******

  Business Response

  Date: 06/27/2023

  What else would you like us to do, we can not help assist in a repair with out the  car being at our facility so please let us know and we can schedule you an appointment thank you...

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 truck from Royal family auto in december of 2022. I put 1500 down on the truck. In January when my payment was due I tried to call the financing company listed in my paperwork with no avail. I made numerous attempts to pay even calling the dealership. I found out my financing had not been secured they came and picked the truck up for non payment. I recieved an email from the manager stating that I was due a refund and now he is not willing to give me my refund. Here is a copy of the email......From: Ray *******
  To: Kara ****
  Cc:
  Bcc:
  Date: Mon, 6 Feb 2023 17:05:07 +0000
  Subject: Re: ******* Consumer Complaint
  
  Hello, This is Ray ******* general manager with royal family motors, I wanted to reach back out to you right away for this complaint because since this was filed the loan has been return and the truck we did get back, we really did try to work with him and if he would have brought his truck in we would have gladly looked over his concerns and he never came in for any appointments that we set for him. Regardless, the truck is returned and loan is cancelled and we have made several attempts to reach out to him about his refund that may be available but we have had no response back from him at this time, however we will keep trying to reach him about the refund. Thank you very much and have a blessed day......
  
  
  Ray ******* 

  Business Response

  Date: 07/01/2023

  As stated before in the response we sent back, we tryed for over a month to contact him and we did not receive a response back from him what so ever. And to this day we still have not heard from him we have called ourselfs with no response so we can only do so much to help him. When a loan is cancelled before the dealer is funded for the loan then it's treated as returned and cancelled, at that point there are charges to the customer for miles pit on the vehicle, any repairs since they took the vehicle and a clean up to make the vehicle able to be sold again. We would have been glad to go over all this with him and see what type of refund was left over but we can not reach the customer. Thank you 

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Predictor business practices. Will not sell me a vehicle with out signing a arbitration agreement with them. Even though all other paper work was signed by me.

  Business Response

  Date: 04/03/2023

  Hello, we are very sorry about the fact that we cannot finish this deal with the customer. This is a standard at the dealership and all customers sign the arb agreement with never having a issue with doing so, we are instructed to always sign and conduct our deals the same way for every customer and therefore we cannot do this without the arb agreement being signed. With all the years we have been in business, we have never had a problem with a customer signing this agreement so we are very sorry we cannot finalize the sale without it being done we apologize and thank you for giving us the chance to earn your business. Thank you.

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There website says guaranteed credit approval but that's false advertising also said we don't make enough money after waiting 3 days to see if we could get a car said we only make 800-1000 $ a month even tho wife gets that a month in SSI and I work a full time job and own my own business and this is all after we did the pre approval process on their website and to top it off they ran my wife and I credit several times I want that taken off our credit report all of our reports and I want the website to take the pre approval off and an apology for descrimination or I will take legal action lawsuit

  Business Response

  Date: 02/27/2023

  Hello, I wanted to respond to this issue right away. On our website the customer is the one that inputs the information for credit application and then all that information they submit for a pre-approval and then when the customer comes into the dealership we have to verify and provide prof for whatever the lender is requiring from that customer. All types of calculations are considered when a pre-approval is generated from the website including debt to income, payment to income, job time, income per month, open auto loans etc., all that information is used to provide the pre-approval for the customer. Then when the customer comes into the dealership, we have to provide what the lender is requiring from them to provide proof of that information that the customer provided to the website. In this situation the income provided to us was not accurate from what the customer provided when submitting the credit application when that happens, we have issues with the approval from losing it completely to the approval being much different from what was approved originally. For this customer that is exactually what happened for the approval we lost that approval completely and we had to try and find a different lender to use for the customer, with the issues with the ******** we would still be able to get an approval, but the lender would require a much larger down payment then what the ******** had to work with for any new loan the lender would require 30 to 35 % cash down payment or equal to 5 to 6k. We really do try to help everyone that we can but the information that we are provided is so important that its correct for the approval process. Even in this case we are still able to provide a pre-approval, but it would require a much larger down payment, thank you for letting us respond to this and have a blessed day.

   

  Ray Shaffer

  General Manager 

  Royal Family Motors