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:01/31/2023

  Type:Billing 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.

  Tried to scan me out of my deposit money call the police In the police did nothing about it Predatory used car sales poor customer service Took my money never answered the phone and never called me

  Business Response

  Date: 01/31/2023

  Hello and as a response to this complaint this gentleman left a $50 deposit for financing which we did obtain and we tried to contact the customer several days after that with no response back to us we tried several times to reach out to him he would not return our calls, regardless he shows up without a receipt demanding money just like any other retailer we need a copy  of the receipt to refund any money we told him that he then called the police department and they told him the same thing in fact the authorities told us if he came back the way he was acting that we could file trespassing charges in which we didn't want nothing to do with that we just needed the receipt to give him his money back he then showed up several hours later with a copy of the receipt and we gave him his money back like any other retailer business would do, this should not be a complaint whatsoever we did nothing wrong  all we asked for was his receipt to refund his money that we have no problem doing....  thank you in advance 

• Initial Complaint

  Date:01/25/2023

  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.

  Royal Family Motors is trying to sell a vehicle with reported frame damage on ********* that was NOT reported on ******* Our lender would not fund the loan due to the second accident that we were never made aware of. Had another lender picked up our loan, they would have NEVER told us about this accident. They HAD to because they couldn’t get funding for the vehicle. We stupidly didn’t read what we were signing & even though THEY breeched the contract and requested the vehicle back, we were still stuck with fees resulting in only a $586 return, out of $1100 that we put down. We were told this vehicle was being sent BACK to auction but when we went in to receive the refund were told this vehicle is going back up for resale which is why we had to pay the safety inspection fee, the detailing inside, detailing outside fees. We were in a desperate situation of needing a car and rushed to sign everything, that costed us $13. We were threatened, they went to the extent of messaging a family member of mine that I have rarely talked to, and then weren’t even there when we had our “deadline” of 2p yesterday.THEY told us it was going back to auction because the auction fraudulently sold them a vehicle that didn’t disclose this other severe accident. They are now reselling this vehicle with the original ****** as when we purchased this vehicle with ZERO notice of the accident they made us aware of when they needed us to bring the vehicle back. This seems to be a revolving door vehicle they are looking to make money off of with all the fees and mileage charges they charge because if the lender runs it through AutoCheck, it won’t sell!!

  Business Response

  Date: 01/25/2023

  We wanted to respond to this immediately, auto dealers do not use both **** ***** and *** *** because of the cost of such service so you have to choose which one would better serve the dealer and the customer in this situation we never knew that **** ***** said anything because we do not use them nor will we ever because of the wrong information that **** ***** provides. This information for this vehicle was something they reported from a auto auction a while ago not by a official body or service facility and this happens a lot which is why *** *** you don’t see this issue and you don’t have incorrect reporting regardless this customer was offered many other options to help them and they refused to let us try to help, and again we would not have ever known about this being on the ***** check ) report if this lender would not have told us. This is one of the very few lenders out there that uses **** *****, there is no title brand or anything like that on the title to acknowledge this unibody damage and even after looking under this vehicle there is no damage that can be seen that would warrant this type of reporting, we wish the customer the best of luck and we do want to let them know we do not put up with people threatening our employees and cursing and causing issues the way they did a day ago when we as a dealership offered all we would to help them with a resolve including many other vehicles we would have trued to help all that we could and we did but that was not acceptable thank you and have a blessed day.

  Customer Answer

  Date: 01/26/2023

  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.
  
  

  Nobody threatened your employees, however your GM and your sales person did threaten a customer of yours. I was advised when bringing the car back that the car would be going back to auction due to the FRAUDLENT sale from the auction and that was the reason as to why I had to bring it back for my REFUND. I was not disclosed of the fees I would have to pay as a sales guy, not even a finance manager was the one who did our paperwork.

  Again, I have stated that is our fault for not reading but your fault also for telling us the vehicle would go back to auction but then charging us a fee for inspections and detailing, when the car wasn’t even detailed when we took it home.

  I repeatedly told the manager who worked with us when we brought it back, that my frustration was not at him and me being upset was not with him, but rather the GM & sales guy who threatened us and then of course was not there when we dropped off the vehicle, so it became a he said/she said ordeal.

  The manager stated he understood the frustration and wasn’t taking it personal. If we had no contract because they wouldn’t fund it, then technically the “spot delivery” page we signed would go out the window to if our PLA did also.

  Again, we would like your customers to be aware of the REPORTS made on this vehicle that aren’t being shown in carfax, regardless of who reported it, nobody just reports structural and unibody damage to just report it. 

  ******** *******

  Business Response

  Date: 02/03/2023

  As stated, before we can only make people aware of things that we can see ourselves our ****** report was clean with no problems whatsoever. there are many histories report companies that you can use and sometimes they are different and report incorrect information.  Again, these are things that are completely out of our control, and we do our best to use the tools we have which car fax is one of the best companies to use for vehicle history reports. Also, there is no way for us to even know if one report is different than the other as a dealer, we are using the best company available for the history reports, so we thank you for your concern and wish you the best of luck in the future.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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.

  My fiancé and I purchased two vehicles from this car lot at the end of July. Shortly after, in August, I began experiencing mechanical issues with my car. I had it towed over an hour to the shop. I had it there three different times and the problem was still not resolved and they made me pay for the repair after only having the vehicle less than a month. The mechanic was super rude and told me “no one cares about my problems”.
  
  My fiancé has not been able to drive his car since October 28th. We have tried to contact the dealership multiple times and they refused to contact us. We took his car to a different mechanic and they told us the motor would need completely replaced. After only having this car 4 months we do feel the dealership should help us in some way after trading in a great car with less than 100,000 miles and no problems.
  
  This dealership is very unprofessional and I refused to keep paying on a car that we cannot even drive!

  Business Response

  Date: 12/12/2022

  Hello, so we wanted to get back to you on this we have looked into this situation and there is a current Kia Factory recall on engine replacements for engine failure. This is a factory issue that must be done by kia and approved by them, so we would highly recommend them to contact kia and see if their vehicle falls under this replacement program. If this is approved for the replacement program, there is also a possibility of a rental vehicle for them that may be available as well, please contact any local kia dealer and they will be able to get this scheduled for them and get things rolling to see if this will be covered under the kia warranty. This is a national issue that many of us auto dealers are finding out about, and we have no control over this and also, we are not able to complete factory warranty repairs it must be done by a kia authorized dealer. Thank you

  Customer Answer

  Date: 12/13/2022

  [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 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.

  
  

  Regards,

  
  

  ****** ******

• Initial Complaint

  Date:11/22/2022

  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.

  Justus ***** of Royal Family Motors at **** ******* *** *** ***** ******* ** ***** lied to me over the phone when I tried to help a friend out for them to get a truck. Being that they was going to be trading in the vehicle they have now towards it and she was told that she would need a cosigner for the truck they wanted. Which they have never needed one before. So when I called and asked him about what all did he need, he had said that all he needed from me was a proof of income so it could help them get the truck. I even asked about if my credit history was needed for the co-signing and he told me all that was needed was proof of income. Said the same thing to the person trying to get the vehicle. When we got there this past Saturday we was there for about 3 hours and the whole time was there they came to say was working on it and the people that came in after us they helped them and those people that kept coming Justus kept helping them and not even try to help us. The manager that was on duty told us that they was waiting on banks and when the question that was asked about trading the vehicle in for the truck the manager said that my friend would need $9,000 down and the trade in which was going to be $16,000 for it would have paid out right the whole amount of what the truck was worth. Then today after being warned that a BBB complaint would be filed against them. Justus contacted my friend and said that his boss doesn't appreciated threats of any kind towards them. When there was no treats made just a warning about this BBB complaint. Justus ***** shout be held accountable for his actions and harassment because of how he message my friend today.

  Business Response

  Date: 11/22/2022

  Hello, I wanted to get you a response back about this asap. The ****** are very good people, and we always appreciate their business, and the one thing we cannot control with the business is the finance end of it with our world facing new challenges every day the banks and finance companies are changing their program sometimes weekly, and we do our best to stay on top of that. We also cannot control weather the bank accepts a loan or not we do our best to help with assisting to get the loans that our customers want but at the end of the day the final approval is always up to the lender so if they decide not to loan the money, we cannot change that decision the lender makes. We were very upset with the threats about getting a complaint when we have done nothing but always try to help the ****** anyway we can and we are here to sell vehicles so for us to just not sell them a vehicle well that would never be the case, so that is the reason we did get upset with the threats of a complaint when our people did their jobs, that is required and we did go above and beyond to do so, we gave them the best advise we can as far as waiting a while till the lenders change up the programs again and we may be able to help again that is what we are here to do so anything else please let us know and we wish you a happy holidays... Thank you...

   

   

  Customer Answer

  Date: 11/22/2022

  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:10/21/2022

  Type:Sales and Advertising 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.

  I purchased a car on 10/14 for 27,900
  It was used and it has a 90 day warranty on it. I drove it off the lot and that night my check engine light came on. I called next day and they told me to bring it in. I bought it in and I told them that the check engine light was flashing all night. They told me the car was fine it was maybe due to the fact I might have used cheaper gas. The check engine light came off. I drove the car off and that night again it came back on again. I decided to go to **** *** and get a free check engine light diagnostic. They told me the catalytic converter was going bad. I took the car to ********* and they did a diagnostic and told be both of the catalytic converters are catastrophic. And they told me they had evidence that the code was just erased and it wasn't fixed. Some one tried erasing the code 2 without fixing it. I was also told that it is illegal in Ohio to do that. I feel like I was frauded and my life was put into danger driving with. Faulty car. I called and said I want to return the car they finance manager Tim told me that's not possible.

  Business Response

  Date: 10/21/2022

  Hello, I just wanted to write back and let you know that we have spoken to this gentleman today he was in the dealership, and we are working to fix the vehicle and also, he has a vehicle to drive in the meantime thank you.

  Customer Answer

  Date: 10/25/2022

  [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 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.

  
  

  Regards,

  
  

  ***** *********