ComplaintsforNorth Coast Mitsubishi

• 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. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told at the sale of the vehicle to me (2023 Mitsubishi Mirage) that the extended warranty was required to purchase the vehicle. I later found out that this was a lie, and it was optional. The manager (*****************************) will not return my emails, and any calls I make to them to reach the accounting department are sent to the sales team. Very unethical business practices, and I would not recommend purchasing a car from them with such anti consumer behavior. Seeking refund for the extended warranty in the amount of $2,250.

  

  Business response

  01/30/2024

  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 sincerely apologize for the delay and lack of communication. As of January 29, ****, we have reached out to the lien holder to ensure cancellation of both GAP and VSC contract.  Once again, we sincerely apologize for the inconvenience. 
  
  Should the customer have any additional questions or concerns,please contact our **************** department at ************.
  
  Best Regards,
  North Coast Mitsubishi 
  **************** Department

  Customer response

  02/04/2024

   I am rejecting this response because:
  
  I will accept the response and close the case as resolved once verification has been received that the *** has been canceled and refunded.
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Lexus ES350 from North Coast Mitsubishi on 9/21/23. I paid by check and we drove the car home that day. They gave me a 45-day temporary tag for the vehicle. When it was getting close to expiring, I contacted the dealership in early November about getting the title so I could get plates. They said I would have it by the tag expiration date. I didn't get it and I called again right before Thanksgiving. They said I would have it in time. I never got it. Instead they emailed me another temporary tag at the end of November. I contacted them several more times by phone and chat and was told they then didn't know the status and would put a note in to check it. I never heard from anyone. I went to the BMV and tried to get plates but was not allowed. They told me to file a complaint with the State Attorney's General Office so I could get plates which I did. It is still in their pending file online and hasn't been resolved. As far as I can see the dealership never responded. I received another temporary tag at the end of December by email. I want to be sent the title so I can forward it to the company I financed the car with. They needed it within 60 days or will start charging a $100/month fee for not having it. I've been in communication with them and they're being good about it but I've been paying insurance and payments on a car that I bought in September that I don't have a title for. Any help you could provide would be appreciated.

  

  Business response

  01/19/2024

  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 have been trying to obtain the title for the vehicle by contacting the prior dealership with no success. We have attempted to resolve this matter with the consumer by offering to have the consumer return the vehicle through the recission process and cancel the loan and offered the consumer a similar vehicle that is a year newer than the current vehicle with a more favorable purchase price. We would like to continue to work with the consumer to resolve this matter.   
  
  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

  01/29/2024

  The dealership is working with us to resolve the situation. When it's resolved I'll let you know.

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was smart enough not to purchase! This car dealership has wasted my valuable time. On 11/28/23 I went to this dealership because it advertises itself as a buy here pay here establishment. That’s lie number one, this dealership hasn’t been buy here pay here in a couple of years according to the customer service lady I spoke with which was also confirmed by the first sales person I had. I have attached a screen shot of the false advertising. After going over my credit they said the bank wanted 2k down, but $1500 would be fine. I was told this by ***** and then the next day 11/29/2023 by ****** who the night before was the one working on a deal for me to get into a 2020 silver Ford Ecosport . In the mean time I noticed a 2016 Ford Taurus I liked which is why I stopped in and talked to ****** who checked with the bank and said they were focused on the down payment which I was told $1500 would be fine. Here we are now on 12/01/2023 and I walk into the dealership with my $1500 in cash and suddenly the ecosport had been sold, although it’s still listed on their website which I have attached a picture of. The Taurus I liked was in service although it’s listed for sale on their website . Again I have attached pictures to show how they advertise a new arrival that’s not ready for sale . It says coming soon next to the picture of it. I’m then being shown cars that have just about 100k on them, but I’m not allowed to get the Taurus because of mileage unless I come up with $2500 down and a co-signer. I admit that I was angry and left the dealership because nothing made sense to me. I have called three times between 5-745 pm today and I was told by a Sales Manager they would get right back to me and nobody has. This has all the characteristics of bait and switch. If they false advertise about financing I’m sure they aren’t above what I’m suggesting!

  

  Business response

  12/06/2023

  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 attempt to assist each customer in finding the right vehicle that fits within their income limits and current credit situation. Unfortunately, in this circumstance, the financing requirements for the particular vehicle the customer was interested in did not match and we could not complete the process.  We acknowledge that there have been challenges in our communication during the process, and we apologize for the frustration.
  At this time, we believe all customer issues have been addressed. 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

  12/10/2023

  I do appreciate the acknowledgment of communication issues, what I did not appreciate was being called the next day and told they had found me another car that would work for my situation. Being in desperate need for a car I went. Three hours I was there which I found weird because I had given them every bit of paperwork and then some that they asked for and had been told that my $1500 down would secure the loan and I would be driving my new car home. None of it was true. They never had a deal in place with the bank and I know this because not only did I speak to the bank, but have been to multiple dealerships since this disgusting waste of my time and all have denied for a specific reason. The amount of time wasted and mental anguish caused by them is deplorable. Before I end this statement I would like to ask why they haven’t addressed my concern of false advertising about being a buy here pay here dealership? I hope the BBB takes notice of that attempt on their part to gloss over it 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was the victim of what is commonly referred to as a add-on products scam or hidden warranty scam. On 7/15/2023, I purchased a used 2019 GMC Acadia from North Coast Mitsubishi in ****** **** (sometimes “NCMA”). However, while reviewing the paperwork, not 1 hour after leaving NCMA, I discovered that I ‘purchased’ a 4 Year Extended Warranty or Vehicle Service Contract on the car at a cost of $3,500.00 (sometimes referred to as “The Extended Warranty”). At no point during the process of purchasing the vehicle from NCMA was any of the following discussed or disclosed: 1. I was not verbally offered an extended warranty 2. The varying extended warranty options were not made available to me 3. An extended warranty was not discussed by any party 4. The cost of the extended warranty was not verbalized 5. The term of the extended warranty was not mentioned 6. Or was I told what coverage was included an extended warranty I was not desirous, I was not open to, nor did even contemplate, acquiring an extended warranty through NCMA. The whole car buying process was carefully orchestrated in such a manner to conceal and hide the fact an extended warranty was a part of the deal, including a complete failure to disclose, discuss, or negotiate in good faith, while presenting the numbers in a manner that materially concealed this product, and hiding the cost of the extended warranty into a monthly payment. On 7/21/2023 I sent a letter to NCMA explaining this and sought to find an amical settlement. It appeared to get NCMA's attention and I filled out an internal cancelation form with with NCMA on 7/30/2023 and was told there was a 6-8 week turnaround. But I took it upon myself to follow up in October and despite not getting a call back I inquired directly with the warranty company myself to discover the cancellation request was denied. Cancellation is preferred, but if not possible, I would accept a nominal financial settlement and am open to alternative options

  

  Business response

  10/27/2023

  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 for our customers.
  
  The warranty option was discussed with the customer prior to finalizing the deal; please find attached the contracts signed and initialed by the customer. The warranty company has denied the cancellation request. We apologize for any inconvenience this may have caused.
  
  At this time, we believe all customer concerns have been addressed. 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

  10/30/2023

   I am rejecting this response because: 

  At no point during the process of purchasing the vehicle from North Coast Mitsubishi was any of the following discussed or disclosed:
  1 - I was not verbally offered an extended warranty
  2 - The varying extended warranty options were not made available to me 
  3 - An extended warranty was not discussed by any party
  4 - The cost of the extended warranty was not verbalized
  5 - The term of the extended warranty was not mentioned
  6 - Or was I told what coverage was included an extended warranty

  I have a third party witness that was present when the car was purchased that would attest to this fact

  I would acceptable a nominal financial settlement in lieu of cancellation and not pursuing any additional action or complaints

   

   
  
  

  
  

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