Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a car from this dealership, and I gave the car dealership my telephone number and my email address. The finance company name of LGM, which is exclusive to this dealership, texted me and told me that I needed to make a payment or at least contact them or they would cancel my loan. I talked to a representative and told them I can pay on 11/28/24 and I thought we were both in agreement and when I called to make the payment I was told my loan was canceled. My wife went back up to the dealership on 12/02/24, and she was told they tried to call me as well but could not reach me. She checked the phone bill and stated there were no missed calls from them. The finance manager insinuated she was lying and printed off paperwork to show that they had my number and email. The paper had my telephone number wrong, and the email address was ******************** The company told my wife to bring the car back up there so they could try to get me into another loan. This is not ok. They had my wrong information. This is a breach of contract. I was treated unfairly, and I feel as though I am being discriminated against because I am a foreigner. I would like my 1000 down payment back if the loan is truly canceled and I do not want a repossession on my credit report. The loan needs to just say closed.

  

  Business response

  12/11/2024

  Hello,
  

  North Coast Mitsubishi (NCMA) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  We appreciate your patience as we work to resolve this matter. The General Manager, ****** *******, has been in contact with the customer and has since visited the store so we could try to resolve this issue. The customer stated they would return later that night to sign paperwork and never returned. Now, the customer will not return calls. 
  
  Unfortunately, the customer knew when their payment due date was scheduled, and they failed to meet the requirements. A bank is not required to reach out to customers if payments are received. A recovery unit will continue being issued on this vehicle until the customer gets in touch with our dealership.
  

  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  

  Best Regards,
  North Coast Mitsubishi                                                                                                                                                                              
  Customer Service Department

  Customer response

  12/21/2024

  The car dealership did resolve this matter to my satisfaction.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I filled out a pre-approval application for a GX 460 2018 at North Coast Mitsubishi of Akron Dealership. With my Auntie who was going to be the co-signer for me because I collect SSI. Raman said, her credit score was at 484 and the loan would not be approved, and how I needed another co-signer. I told them, I understood and said goodbye and left. After I left I was notified there were 8 more hard inquiries pulled from my credit unauthorized. I never authorized them pull the hard inquiries after I left. That was done maliciously, and Raman brought my credit score down so fast, after I worked so hard to bring that score up. Its unfair and very disrespectful of them to do such a thing, when I never ever agreed to it.

  

  Business response

  12/06/2024

  
  Hello, 
  North Coast Mitsubishi appreciates the Better Business Bureaus communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  We are currently researching the customers complaint and are working diligently towards a resolution; we require additional time to conduct a thorough investigation in order to provide a comprehensive response that meets both our commitment to customer satisfaction and the high standards set by the Better Business Bureau. We believe that by requesting this extension, we can provide a more detailed and well-considered response that will address all aspects of the complaint comprehensively. Therefore, we kindly request that you grant us an extension of ten additional business days, allowing us until 12/14/2024 to submit our response to the customer's complaint.
  Thank you for your attention to this matter, and we look forward to working collaboratively with the Better Business Bureau to address and resolve this complaint effectively.
  
  

  

  Business response

  12/16/2024

  Hello,
  North Coast Mitsubishi-Akron (NCMA) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter.  The customer's credit wasn't run until the customer returned to the dealership with their trade in. The customer's score was in the low 700's, and the customers co-signer had the lower score of 484. The applications were sent to multiple lenders without any luck of being able to get the customer approved with or without the co-applicant. 
  
  Unfortunately, **** could not get an approval while the customer was still at the dealership and did not continue to send to lenders after the customer left. The customer will get an Adverse Action Notice from each lender explaining why they were declined. 
  

  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  

  Best Regards,
  North Coast Mitsubishi-Akron                                                                                                                                                                                                                                                                                                                                      **************** Department

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has been constantly misleading since the beginning of the car buying process. Firstly a purchased a warranty that was supposed to cover paint and dent repair. I specifically ask ****** if the warranty covered “paint chips, paint fading, scratches or dings” and he said it covers it. I figured out it actually didn’t so cancelled the warranty. I then figured out the warranty I bought through the dealership for $3,250 does not last as long as I was told. ****** said “you’ll have a 125,000 mile or 60 month warranty in addition to the manufacturers 50,000 warranty and it will go in effect after the 50k warranty expires. I was a bit confused so as for clarification, saying in verbatim, “So basically I’m covered bumper to bumper for 175,000 miles” and he said yes. I then had to cancel that warranty as they lied again. Finally, I wanted the 5 year registration on my old car to transfer to my new EV. Me, ***** and ****** talked and ***** volunteered to cover the transfer of those plates as the dealership will just incur the cost. ****** than ran the numbers and said it’s a lot considering it’s close to your birthday but if ***** said the business will incur it than we will. She now has told me they can’t only because it’s 5 year registration, that is not correct. Even **** there said via text that he was under the impression of the dealership transferring the plates as that was the conversation we had. I feel extremely mislead and lied to. They lie and then try to cover their tracks by saying they never said that and it’s just mess up in so many ways.

  Customer response

  11/16/2024

  ***** is trying to say she discounted the car $500 and the warranty to $3250 because they were unable to transfer the plates.  That simply is not true. I countered the price of $24,600 at $23,500 and she said let’s meet in the middle at $24,000, hence the $500 discount. She then discounted the warranty on her on accord, telling ****** to give him my discount. She discounted those before we ever mentioned the transferring of the plates, and even then they never checked while I was at the dealership if they could, they simply said the dealership would incur the cost and transfer the plates with the knowledge it was 5 year registration. Now they are going back on their word.

  Customer response

  11/22/2024

  Ok, so I’m being told that I can’t cancel a warranty I bought on 11/08/2024 but in the contract it clearly says I can if done within 30 days, I’ve sent the letter i was required to send to the dealership and even the warranty company saying I wanted to cancel and now ****** is saying I can’t cancel it. How is that even legal??

  

  Business response

  11/27/2024

  Hello,
  North Coast Mitsubishi (NCMA) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.

  We appreciate your patience as we work to resolve this matter. General manager, ****** *******, has spoken with the customer. ****** and the customer have come to a mutual agreement that there will be an update of the warranty. The customer will be covered up to 175000 miles on his Tesla. NCMA will not be cancelling the warranty but updating the mileage on the contract. The customer did not want dent and ding protection but instead wanted paint protection. This was agreed upon to give the paint protection to the customer at no cost. The plate transfers are also complete for the customer.
  

  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  

  Best Regards,
  North Coast Mitsubishi                                                                                                                                                                                                                                                                                                                                         Customer Service Department

  Customer response

  11/27/2024

  So, I will try to make a long story short. When I bought the car, I was told and under the impression that I would be receiving a warranty that covers 60 months or 125k miles in addition to the already 50k mile warranty from the manufacturer. I even asked, “So basically I would be covered up to 175k miles” and they said yes. Turns out it does not, it would only cover to 125k. So they lied. I spoke to ****** about this, he said he offered the 175k but I declined, that is not true. I then spoke to ***** via phone and have it recorded and she said the 125k is the best out there and 175k doesn’t exist. So how did ****** offer me something that doesn’t exist? Because I was lied to and mislead, I simply wanted to cancel the warranty for a refund. It says within the contract “To cancel this Contract and request a refund, You must contact the Dealer in writing at the address shown above.” I did that. They then offered me $500 as a remedy for a $3,250 warranty. That is extremely immoral. Finally me and ****** talked, he said he would go to his executives to see if they would be willing to extend it to 175k and the said he could, he then offered me it but I told him I needed to think about it and I never agreed to it, I simply asked questions about it. I have the whole phone call recorded. Today on 11/27/2024, I still am wanting to simply cancel the warranty and be refunded. I even offered to take 62% of what I paid to end this situation. I now just want the warranty canceled and fully refunded. It says within the contract I can if done within 30 days, which I did. Lastly, they are trying to say they discounted the warranty to help me stay in budget. This is not true. ***** simply did that on her own without me saying anything because I was about to walk away from the deal. I have a a record call where she gave different reasoning for doing so. I even spoke to the warranty company, and they said for them to cancel it, the dealership would have to do it, and they are simply refusing to do it. It’s just not right to be mislead numerous times. Please help me resolve this.

  Customer response

  11/27/2024

  I can submit numerous phone calls and text messages of employees contradicting each other. Simply put, the contract says all I need to do is write a letter stating I would like to cancel and be refunded within 30 days. Which I did. Also there is a section stating that the warranty can be canceled under material misrepresentation. Where if anything of the warranty that was promised or represented, if it is a false statement from the start (when he said “175k miles or 60 months”, when in reality it was “125k miles or 60 months”), the contract can be canceled. I relied on that statement to make the purchase. If I knew it was only “125k miles or 60 months” I would’ve never bought. They represented the warranty at the very dealership that it would cover “175k or 60 months”. A few days later I found out this was not true and I wrote up and mailed my letter on 11/16/2024, stating I want it canceled and refunded. It wasn’t until November 25th that I spoke to the GM, mind you he was supposed to call me but I had to call him. Later that night he offered to reconcile by extended the warranty. I never agreed to do so, I said let me think about.(I have the phone call recorded). I still want it canceled and I expressed that as the contract was misrepresented from the start. I requested canceled and refunded before they ever tried to reconcile it. Contractually i can cancel and be refunded for the full amount(3250) and they will not let me. ***** discounted the warranty simply by her own accord. She even said over a recorded phone call she discounted for a different reason than what they are claiming. I truly just want to be done with this situation and move on. I don’t want a relationship with the dealership due to the misleading information I experienced throughout which is why I want it canceled and full refunded. Attached is also a section of ******* on material misrepresentation.

  Customer response

  12/02/2024

  I’ve never agreed to accepting the extension of the warranty. Literally at the end of the convo me and ****** had, I said I would have to think about it and I never signed a contract for it. I have that whole convo recorded and you can hear me say I need to think about it. I even asked ******, if I wanted to cancel the original contract what would you say and he said no. Even though the warranty company says it is cancellable. Even though it says in the contract I can cancel it within 30 days if I sent a letter to the dealership. I did everything I was supposed to do and they just will not cancel and refund me for the $3,250 I paid. I bought it on 11/08/2024. 30 days are up on 12/08/2024, just 6 days from now. I sent them a letter on 11/16/2024. I just want the warranty cancelled and refunded simply because I was mislead from the beginning about coverage of the warranty. This business is extremely misleading and unorganized. Please have the dealership cancel and refund the warranty. Contractually I can do so and they are literally choosing not to which is contractually wrong. I have overwhelming evidence and have kept everything to support my case. Please help me.

  Customer response

  12/02/2024

   I am rejecting this response because:
  
  So, I will try to make a long story short. When I bought the car, I was told and under the impression that I would be receiving a warranty that covers 60 months or 125k miles in addition to the already 50k mile warranty from the manufacturer. I even asked, “So basically I would be covered up to 175k miles” and they said yes. Turns out it does not, it would only cover to 125k. So they lied. I spoke to ****** about this, he said he offered the 175k but I declined, that is not true. I then spoke to ***** via phone and have it recorded and she said the 125k is the best out there and 175k doesn’t exist. So how did ****** offer me something that doesn’t exist? Because I was lied to and mislead, I simply wanted to cancel the warranty for a refund. It says within the contract “To cancel this Contract and request a refund, You must contact the Dealer in writing at the address shown above.” I did that. They then offered me $500 as a remedy for a $3,250 warranty. That is extremely immoral. Finally me and ****** talked, he said he would go to his executives to see if they would be willing to extend it to 175k and the said he could, he then offered me it but I told him I needed to think about it. Today on 11/27/2024, I still am wanting to simply cancel the warranty and be refunded. I even offered to take 62% of what I paid to end this situation. I now just want the warranty canceled and fully refunded. It says within the contract I can if done within 30 days, which I did. Lastly, they are trying to say they discounted the warranty to help me stay in budget. This is not true. ***** simply did that on her own without me saying anything because I was about to walk away from the deal. I have a a record call where she gave different reasoning for doing so. I even spoke to the warranty company, and they said for them to cancel it, the dealership would have to do it, and they are simply refusing to do it. It’s just not right to be mislead numerous times. Please help me resolve this and get my money back for a service that was misrepresented. Thank you again.
  

  

  Business response

  12/05/2024

  Hello,
  North Coast Mitsubishi- Akron (NCMA) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. NCMA has offered the customer their desired resolution asked for in the original complaint; however, the customer continues to reject it. NCMA discounted the vehicle to fit the warranty the customer wanted. NCMA has already agreed to resolve the customer’s issues and cannot offer any more for this resolution.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  

  Best Regards,
  North Coast Mitsubishi- Akron                                                                                                                                                                                             
  Customer Service Department...

  Customer response

  12/05/2024

   I am rejecting this response because:
  
  They never offered the original solution I asked for. I asked in writing for the warranty to be canceled and refunded from the start. They are stating they cannot do anything more but it says within the contract I can cancel and be refunded. Also they never discounted the vehicle or the warranty for the reasons they are stating. One, ***** states in a recorded phone call she discounted it because they could not transfer the plate, she is wrong but stay with me. ****** then said on a recorded call that the warranty was discounted to help me stay within budget, again this is wrong, but how can they both say it was discounted for different reasons? The warranty/vehicle was ultimately discounted $500 solely by *****’s reaction to me just looking at the numbers on the screen. I didn’t say a word, but you could see hesitation on my face. She tried to “save” the deal by doing so. She literally blurted out to Nathan, “As a matter of fact give him my discount”, as I sat there quiet. From the beginning I requested the warranty to be canceled and refunded because they misrepresented what it covers. There is a clause in the contract that the warranty can be canceled due to material misrepresentation, an action they executed at the dealership. On a recorded call with the warranty company, a woman states the warranty can be canceled but the dealership has to give them the order. They are literally not refunding the warranty because they will possibly lose money on this whole deal. I never wanted it to go this way but they have exhausted me and have mislead me numerous times. They are unorganized and they contradict themselves on so many accords. I will again submit an email from the warranty contact where it says I can cancel and be refunded. I will also include an ******* section of material misrepresentation. I can submit phone calls with the company if able to do so. I hope BBB can not only help me, but help prevent this from happening again to any other unsuspecting buyers.
  
  I’ve tried to explain this story as best as I can, but just as a PS that doesn’t get lost in the one incident above among numerous incidents:
  When I first figured out the warranty did not cover what ****** assured me it did at the dealership, I texted ****** about it. He then gave me a call stating he offered me the warranty and I declined. Again this is wrong but stay with me. The next day on a recorded phone call ***** says “there is no warranty that covers up to 175,000miles, this is the best we have and the best out there”. So how can ****** say he offered me a warranty that doesn’t exist? That recorded phone call is when ***** said “we discounted the warranty $500 because we couldn’t transfer the plates”. The above timeline and events then ensue. Hope this is coherent and the BBB can help.
  

  Customer response

  12/09/2024

  Ok, so I understand BBB cannot assign responsibility, but would BBB not be able to have the business follow the contract? It states I can cancel it if I give written notice within 30 days and I did. They are choosing not to cancel even though it says I can. Beyond who is at fault, contractually I am allowed to cancel and be refunded. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he purchased a vehicle from the business within the last year and took it in for repairs on the stop/start about 2 months ago. When he picked up the car there were other problems with it. He took the vehicle to ********** and they told him everything that was wrong with it. The hood cover was damaged and not locked back in the way it was supposed to be. He contacted the dealership and they told him when they were under the hood they noticed some other things wrong with the vehicle and would not be able to fix the stop/start. The consumer states that nothing else was wrong with the vehicle, he has only put around 1000 miles on the vehicle and it is a 2022. They told him they were not going to work on his car and he would need to take the vehicle to Jeep Dodge Ram because it may be something to do with a recall. The consumer took the vehicle to the Jeep Dodge Ram dealership but they did not want to work over someone else's work, they have had the car for 2 months. They told the consumer to take it back to the dealership but he did not want to do that after they told him they would not work on it.

  

  Business response

  11/12/2024

  Hello,
  North Coast Mitsubishi (NCM)appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. The vehicle is currently at the NCM dealership, and our service team is working diligently to repair the vehicle for the customer. The air box on the vehicle has been replaced and is now awaiting the replacement of a headlamp. Once these repairs have been done, *** will contact the customer to pick up the vehicle.
  

  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  

  Best Regards,
  North Coast Mitsubishi                                                                                                                                                                                                                                                                                                                                          **************** Department

  Customer response

  11/19/2024

  [[BBB transcription via phone call]]

   

  Consumer has stated they have received the car back. They have since reached back out to the business regarding issues with the car and fix. They have left a message and are awaiting to hear back. 
  

  
  

  

  Business response

  12/04/2024

  [[BBB transcription via phone call]]

   

  Consumers repairs were completed and the vehicle was returned. Based on the business knowledge, the consumer went to another dealership regarding other issues/concerns, not North Coast Mitsubishi. 

  Customer response

  12/09/2024

  [[BBB transcription via email]]

   

  I just need north coast to send the invoice over to Deacons Jeep Chrysler dodge and ram for the electrical issues associated with the issues that happened with the replacements of the parts that were misaligned from jump. The guy named *** at deacons told me it was because of the parts being changed Incorrectly on the car caused electrical damage. And only they can fix. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 Nissan Murano. Purchased 08/23/2024. Total value of vehicle was 11,759.00. We put a down payment of 3,500. And we financed remaining amount. They told us that there was a 30,000 mile 2 year service came with the vehicle. When we got all the paper work we noticed that the financing was 12,503$ 3,000$ over what we expected. They wouldn’t let us read anything we are first time car buyers. They charged us a 3,000$ up charge that we didn’t know about. 1,000$ document fee and a 2,000$ service contract that we though came with the vehicle when purchasing the vehicle. If we would have know we would have rejected it. So the price at the end was 15,009$ when they never said that price they told me it was 9003$ that I would owe financing now I owe 12,503$ instead. Note they were being very vague about what they said. I will never buy from them again.

  

  Business response

  09/30/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this matter. The customer came into the showroom on 9/16/24 and ******** ***, Service Manager, sent an email to get the customer's products cancelled. The customer stated that was all that was needed to get resolved. Therefore, we ask the BBB to also mark this issue as closed.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never got my service warranty refund. I need it to finish my gap insurance for my car that was totaled 3 months ago. I waited the 6-8 weeks for the process and never heard back and also filled out and sent paperwork to a Scott Williams. There is a limited time that I can finish the gap insurance or else I would be paying for a car I don't have anymore. I paid for the gap insurance and service warranty when I got my car last year. I have a right to use it. My lawyers are getting involved if I don't finish the gap insurance on time because the dealership wants to drag their feet and not pay.

  

  Business response

  08/14/2024

  Hello,
  
  North Coast Mitsubishi- West Cleveland appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate the opportunity to address the customer's concerns. According to our records the check was issued as of 8/7/2024 and set to be mailed as of 8/14/2024. We sincerely apologize for the delay and any inconvenience this may have caused.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi- West Cleveland
  Customer Service Department

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  North Coast said they owned the warranty, NPV so I would never have any issues. I bought the most expensive package. I was told my car could be serviced at their repair shop for any repairs and everything would be covered except regular upkeep. I have had a coolant leak since November. I called and had my car towed to North Coast in ********* since this is where I live and was told they would fix it. After having it for a week they said they cant fix it because it is a Jaguar and they do not even know what to do. They tried to have it towed to North Coast in Akron since this is where I bought it. Akron refused the car and would not let them tow it there. I had to take it to Jaguar where it sat for a month. I have had to pay for rental cars over and over because North coast would not look at my car. Finally after a ton of complaints Akron took my car but made me pay Jaguar $220 for a diagnosis first. They said they don't have the right tools. I called NPV who told me they are required to get the tools but they wont. Finally they did a repair in January. I paid numerous tows and rental car for two months. So far I have spent at least $5000 and all my warranty paid was about $300.00 total. After this repair the same coolant light came on. I took it back to Akron and they did another repair. It lasted a month and came back on. They told me my engine and head gasket are bad and they refused any further servicer. I had to take it back to Jaguar. Nothing was wrong with the engine or head gasket. Just needed a new thermostat. So I had to pay $195 an hour labor at the dealer for something North Coast could have done. I understand if they cannot figure out what to do and dont have the expertise but my point is I was sold this warranty under false information. NO ONE takes this warranty at all and North coast wont even take my car as promised. A couple people in service tried their best but I attempted to talk to managers and was yelled at and no one helped me

  

  Business response

  06/25/2024

  Hello, 
  
  North Coast Mitsubishi?appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers. 
  
  We apologize for any inconvenience and frustration the customer has experienced. For these warranty-related inquiries, please direct the customers complaint to NVP Warranty for further clarification. Should the vehicle require further repairs, and it is covered under the warranty, North Coast Mitsubishi Akron will assist with the cost of the repairs.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************. 
  
  Best ************************************************************ Department 

  Customer response

  06/26/2024

   I am rejecting this response because:
  This did not even address my concern. I was sold a warranty that doesnt cover anything. I have already contacted NPV and was told to contact North Coast.  North Coast was deceitful regarding this warranty. No one accepts it and even north coast tried not to take my car. I had to take it to a dealership. Management at north coast yelled at me and hung up on me and refused to call me back many times 
  
  

  

  Business response

  07/02/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this issue. At the time of sale all the facts of the warranty were presented for the customer to make an informed decision. Unfortunately, if NVP does not cover a claim because it is excluded the customer will have to cover that expense out of pocket. As a gesture of goodwill we will offer $400 towards the cost of repairs.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  
  Best *****************************************************************

  Customer response

  07/03/2024

  I would like to accept the $400. North coast of Akron made me take it to the Jaguar dealer to get fixed.  I spent another $1200 to get it fixed.  This is on top of the almost $2000 I spent at north coast to fix it and another $1300 at another shop all for the same repair.  Can u send me the $400 since the repair is done now and north coast would not fix it.  Can u direct deposit it to me or send me a check please?  Please advise. Thank you. 

  Customer response

  07/11/2024

  I have not received a response from north coast yet regarding the $400 they offered toward my repair. The car was already fixed somewhere else as they made me take it somewhere else. I have the receipt if needed. I have not received the $400 yet as reimbursement toward the repair.  

  

  Business response

  07/15/2024

  Hello,

  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.

  We appreciate your patience as we work to resolve this issue. As of 7/12/2024 we have since been in contact with the customer and have amicably resolved the issue we respectfully request that this matter be closed as resolved.
  

  Should the customer have any additional questions or concerns, please contact our *************************** at ************.

  Best ****************************************************** Department

  Customer response

  07/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 Jeep Cheeroke from this dealership on March 6th, 2024. Not even within weeks it started to shoot off codes and turn off. I took the vehicle to the dealership and they said they did not know what was happening. Once again the vehicle started to do the same thing so I went back up there and they said they had codes this time because I left the Jeep running when I arrived so they could visually see it. They once again could not figure out what going on and said it would need to keep it to run tests and did not have a loaner car. I then had to wait again and call only to be told oh we didn't know we are waiting on a loaner again. A week passed and finally got the loaner on May 8th. As of today I still don't have my Jeep and I'm the one that has to call everytime to follow up. I was told its at a Jeep dealership and they have not even looked at it. I've asked this place multiple times just to let me get another vehicle and they keep giving me the run around. I looked up recalls on this Jeep and it included electric issues that could cause people to crash. I just need help with this situation because they seem to not care.

  

  Business response

  06/07/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We sincerely apologize for the delay and lack of communication with regard to your vehicle. The vehicle is currently being serviced with Ganley Jeep, however due to unforeseen circumstances the repairs are going to take longer than expected. As a gesture of goodwill, we would like to provide the customer with a loaner at no charge in addition to reimbursing the first month's payment. Our service manager will reach out with any further communication regarding repairs.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

  Customer response

  06/16/2024

   I am rejecting this response because:
  
  The least they could do is give me a loaner and pay back for a month I had already paid for and did not have the Jeep. I've asked them how long do they think it reasonable to have someone's vehicle. They make excuse after excuse. On Tuesday 6/11/24 I was told that Ganley finally looked and it does not know what the issue is. Like I said before all I want is to get into another vehicle because at this point I don't trust the safety or reliability of the Jeep, as most people wouldn't being they can't figure out what's wrong. It will be 6 weeks as of 6/19/24.

  Thank you

  

  Business response

  07/15/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience and understanding as we work to resolve this issue. As of 7/10/2024 we have requested a second check as reimbursement for their vehicle payment. We sincerely apologize for the delay and any inconvenience; at this time, we do not have an estimated time of arrival on the parts required to repair the jeep. 
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

  Customer response

  07/17/2024

   I am rejecting this response because: since I wrote my last response I went to pick up said Jeep on 7/3/24 and literally had to take it back within 15 minutes of having it because the touch screen went haywire. They have had it once again until today 7/17/24 which they said they had to wait on a new screen to install as they ordered the wrong size but it was done for pick up. Mind you there was no issue with the screen originally. I went as I said today and drove 2 minutes up the road only to have to bring it right back because the same issue that was happening from the beginning occurred. I was told to once again let them figure out what is wrong and to send to to another dealership for a second opinion. But they told me it was fixed which it is not. I also have not gotten the second payment. I still stand on me just wanting a different vehicle. 
  
  
  

  

  Business response

  07/24/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this matter. Our records indicate that the second check payment was issued on 7/11/2024 and cashed by the customer on 7/22/2024. We sincerely apologize for the inconvenience of not having your vehicle at this time. We are exploring all available options to remedy the situation for the customer.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car back in 2021. It was disclosed the vehicle we bought was involved in an accident but that repairs were made. Vehicle still has structural damage. Tried to trade this car in when purchasing another vehicle where it was told we were unable to due to issues with the title. We contacted North Coast Mitsubishi about that matter where they said the title was still active however we could trade in that vehicle there for a new vehicle through them. Spoke with one of the sales managers, *******. My husband and I were not going to buy another vehicle through this dealership, where North Coast stated "Just bring it up and I will get you current market value as if it were never involved in an accident. Even if you don't trade and want to just sell it outright." We took the vehicle in in March and got an appraisal we just had to come up with the remainder that we owed left on it. On 4/3 we went in to do just what we discussed where we spoke with another sales manager who had no idea what we were talking about. We were told that they were not going to honor what was discussed and printed out the Carfax my husband signed when we initially purchased the vehicle. I have reached out to this company where I was told they would reach out to me to provide a resolution and have not been contacted. I have looked through all the paperwork for the vehicle and cannot even find a copy of a Carfax report I would have signed as a cosigner

  

  Business response

  04/18/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We deeply apologize for any inconvenience caused. It is important to note that the offer we presented was solely for customers trading in their vehicle with us, which we were willing to honor for a period of 30 days. We never discussed a street buy, which refers to the process of purchasing the vehicle directly from the customer. Please find attached the signed Acknowledgement of Vehicle Accident history and Carfax.
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

  Customer response

  04/19/2024

   I am rejecting this response because:
  
  I have attached a screenshot of the conversation my husband has with a Sales Manager, ******* on 2/20/24 where ******* had told him they would buy back the car without a trade in. I made sure this was discussed because we had no intention of buying another vehicle through this dealership and had already purchased a new one through a different dealership.I see the paperwork you provided on my files as well, however what I signed states repairs were made to the car and that is not the case. I also co-signed for my husband yet only his signature is on the CarFax report, to my knowledge, I never signed the Carfax for the vehicle. Originally my husband came in and got approved for the vehicle only to be told a week later after leaving the dealership with that car, that he needed a cosigner. I had came in with him 2 weeks after he originally signed yet there is no Carfax report that I signed, only the one my husband signed before we had to come back

  Customer response

  04/19/2024

  I believe I attached the wrong picture to my previous reply. Here is the screenshot of the conversation my husband had with *******

  

  Business response

  05/02/2024

  Hello,
  
  North Coast Mitsubishi appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience and understanding. However, we would like to emphasize that both parties have signed the acknowledgement of vehicle accident history. Based on the facts provided, we did inform the customer about the vehicle's history. Additionally, we would like to reiterate that any offer received for trade, or a street buy is only valid for 30 days. The inquiry was submitted in late February 2024, and the customer did not respond to this offer until April 2024, which is beyond the 30-day limit. (Please refer to the complete conversation with time/date stamps for confirmation.) As we are unable to resolve this matter amicably, we kindly request that this matter be closed.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at ************.
  
  Best Regards,
  North Coast Mitsubishi
  Customer Service Department

  Customer response

  05/02/2024

   I am rejecting this response because:
  
  I am aware of the 30 day period, but my husband was in touch with you guys days leading up to this about our work schedule and he was told that April 3rd would still work because the original appraisal was good until 4/1/24. If the offer was only good for 30 days, why were we told when we came in on 4/3 that you had no idea what we were talking about and that you were never going to buy it back, saying there were no notes about buying back the vehicle? I'm a little confused as to why the original response to my complaint says that the offer was only for trade value towards a new vehicle and now saying that trade for street value was only good for 30 days. Again though, you are providing the acknowledgement I signed but there is not signature of mine, ***** **** on the actual CarFax report, just my husband. I believe has a cosigner still has to acknowledge the Carfax report. This is beyond unprofessional that my husband had contacted you guys days leading up to us bringing in the vehicle on 4/3 and each time was told that was fine. So because we were 2 days past the appraisal date expiration, now we are stuck paying on a car we don't use? I'm hoping to get this resolved before I have to go elsewhere to get this fixed but again, my husband was in contact with you guys leading up to 4/3 but also talked to you guys on 4/2 again that we would be in the following day and NOTHING was mentioned about this matter, we were told just to come in.

  Customer response

  05/02/2024

  Here is a conversation with **** on 4/1 where they acknowledged he was coming in after 4/1 and nothing was said about it not being able to be done

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used car from this dealership on 12/23/23. We agreed on a price and monthly payment amount. All signatures were done electronically on an iPad without opportunity to read all paperwork. I was told warranty was included with purchase of vehicle. It wasn't until 3 weeks after purchase that I found out a $2800 extended warranty was added to my loan. At that time I also realized they had added $1000 gap insurance. ************* was never discussed at time of purchase. These things increased the monthly payment. by $60 over the life of the loan. After discovering this I contacted the dealer and said I wanted both things cancelled because I did not agree to them and was told that neither could be cancelled.

  

  Business response

  02/06/2024

  
  Hello,

  North Coast Mitsubishi customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We apologize for any inconvenience caused to the customer. However, our records do not show any evidence of the customer contacting us to cancel their Gap and Extended warranty via phone, text, or email. To resolve this issue, we have reached out to the customer to address their complaint and cancel the products as requested.
  
  Should the customer have any additional questions or concerns, please contact our *************************** at ************.
  
  Best ****************************************************** Department

  Customer response

  02/07/2024

   I am rejecting this response because: Despite their records I have reached out multiple times and have spoken to **** in finance department as well as general manager, *****. They both stated they were unable to help me in canceling gap insurance and extended warranty. I also received an email from the dealership in regards to canceling. However they have quit responding to my return emails.  
  
  
  

  

  Business response

  02/12/2024

  Hello,
  
  North Coast Mitsubishi customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We sincerely apologize for the inconvenience and any confusion this issue may have caused. We have reached out to the customer regarding their concerns and reached a satisfactory solution to cancel the requested vehicle service contracts. 
  
  Should the customer have any additional questions or concerns, please contact our **************** department at ************.
  
  Best Regards,
  North Coast Mitsubishi 
  **************** Department

  Customer response

  02/15/2024

  I have spoken to someone at the dealership about cancelling the extended warranty. I completed the electronic cancellation form & emailed it back to them. I was then told it would be 2-5 weeks for cancellation. I however do not feel comfortable closing this complaint until I know the cancellation is complete & the money has been refunded to  the bank to be applied to the loan. 

*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. ↩