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:07/14/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 2023 ***** ********** from North Coast Mitsubishi West Cleveland and was sold a Vehicle Service Contract (VSC #***********) for $3,850. I later decided to cancel the service and attempted to do so properly and in writing, as instructed by the contract.
  
  The agreement clearly states:
  “To cancel this Contract and request a refund, You must contact the Dealer in writing… or You may contact the Administrator.”
  
  Despite following this, the dealership repeatedly told me I could only cancel if the vehicle is totaled or repossessed, which is not listed as the only allowable condition. The contract gives those as examples, not limitations.
  
  I made every attempt to resolve this: I sent multiple emails, made phone calls, contacted the administrator, and even visited the dealership in person. During that visit, the General Manager, ***** *******, became defensive, refused to escalate the issue, and denied me a written cancellation or any contact with someone above him.
  
  During our recorded exchange, he clearly stated:
  
  “I don’t want to give you the refund.”
  
  That’s not policy — it’s personal refusal, in bad faith, and in direct contradiction to the written agreement.
  
  After weeks of trying to resolve this professionally, I am now forced to escalate to the BBB, the **** ******** *******, and if necessary, take legal action to recover my funds.
  
  Proof of the general manager’s statement is available here:
  ***********************************************************************************

• Initial Complaint

  Date:07/03/2025

  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.

  This place is absolutely ridiculous. I spoke with a so-called sales representative for two days via text. They would not stop texting me because they claimed the car i wanted was waiting for me. I finally went into this place and it was a madhouse. I was told that the vehicle I was there to test drive was on its way from Bedford in 10 minutes but that he had another vehicle for me to test drive in the meantime with all the same options. That was a blatant lie. I get outside to see the vehicle and it was missing several options that I asked for. I come back from the test drive and he tells me that the car I was waiting on was unable to be found. So not only did they have me come all the way out there after work, but they proceeded to lie to me the whole time I was there. Not only was the car not on the way, they couldn’t even find the car. They wasted my time and I don’t appreciate it! Very shady business dealings going on there.

  Business Response

  Date: 07/28/2025

  Hello, North Coast Mitsubishi-West Cleveland(NCMC) 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 serviceforour customers. We appreciate your patience as we work to resolve this matter. The customer can call the General Manager, ***** ******* at###-###-####In order to help meet an amicable resolution. 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

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24, 2022 I purchased a Jeep Grand Cherokee from North Coast Automall (now named North Coast - Mitsubishi) located at 5700 Brookpark Road Cleveland.
  
  The sale price of the Jeep was $25,665.00 after taxes.
  
  At the time of purchase I was shown a vehicle carfax, which stated that there's no defects, recalls, or accidents on file.
  
  I also purchased an extended warranty ($2500) provided by the dealership, in agreement with "NVP - Warranty" Located at 5755 Granger Road Suite 205, Independence Ohio.
  
  The Jeep broke down in June of 2023. I contacted the dealership, and was advised to contact the warranty provider (NVP). The claim was started then.
  
  I towed my Jeep to the closest service center that provides diesel repair. I contacted the warranty company and they mentioned needing to send an estimator to view the Jeep so they can confirm the issue.
  
  NVP initially never sent anyone to assess the repair. My Jeep sat at the garage for 3 months before someone from NVP assesed it.
  
  NVP wouldn't confirm the issue, so the repair never started.
  
  After 6 months of no response from NVP, I towed my Jeep back to the original dealership.
  
  My Jeep again sat for 3 months with no progress.
  
  The dealership contacted me and said that they can fix it. I was quoted $2700. I gave them a $1000 downpayment so the repair could start. I was quoted 3 weeks for the repair to be completed.
  
  After 4 weeks with no answer. I called the dealership and they stated that some of the parts were damaged in shipping and the repair is delayed.
  
  1 week later I contact the dealership. At this time they tell me that they cannot fix the Jeep, and that I need to take it somewhere else.
  
  The dealership promptly lost my Jeep.
  
  After 3 days the Jeep was found and towed to my house. Without my keys.
  
  I contacted the dealership about my keys and a service advisor called me "******* baby" and hung up.

  Business Response

  Date: 02/28/2025

  Hello,
  North Coast Mitsubishi-West Cleveland (NCMC) 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 has been abandoned and picked up several times from this dealership,
  and NCMC service team finally we were able to secure a $1000 deposit to look at
  the vehicle and found that it needed repairs in total that would cost more than
  the vehicle was worth. The NCMC service team then advised the customer there
  was nothing further we could do on the vehicle and returned the customer's
  deposit. 
  The customer then abandoned the vehicle in our lot again, after
  numerous calls to the customer with no response, we contacted the lender who
  promptly repossessed the vehicle. According to the customer it was dropped off
  in his driveway more than a month later, we advised the customer that the
  vehicle had been repossessed by the lender and that they have
  possession of the keys or any other materials from the vehicle and there
  is nothing we can do at this time.
  
  Should the customer have any additional questions or concerns, please contact
  our Customer Service department at 330-439-5721.
  Best Regards,
  North Coast Mitsubishi-West Cleveland
  Customer Service Department

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  I reject this response from NCAM.

  It was never told to me that the repair was more than the vehicle was worth. Also I have the right to decide if I wanted to proceed with the repairs no matter the price. The dealership can not make that call. They declined to repair my car due to the fact that they do not have an appropriate diesel technician to properly diagnose the issue. (That was told to me by an employee over the phone, who was fired shortly after). Also my car was returned to me after my warranty had expired.  

  
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  Date:02/09/2025

  Type:Product 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 2021 Ford Explorer from this business on Wednesday, February 5, 2024. During the test drive the radio was on, but the volume was turned down because we were talking to the salesman. After I signed the papers, including one saying I didn't want a service contract, we left. Less than 10 minutes after leaving I attempted to turn the volume up and it didn't work. I immediately called the dealership and was told to check the fuses when we got home. We did and they were fine. We had a mechanic put it on a computer and were told it was the Audio Control Module. I contacted the dealership to see what they would do to make this right since I notified them about the issue within 10 minutes of purchasing the vehicle. I was told I was out of luck since I didn't purchase a service contract but they never disclosed the fact that the Audio Control Module needed replaced. This is an issue that should have been caught and corrected before the vehicle was even advertised as for sale. This vehicle was advertised as having a working audio system which was not the case.

  Business Response

  Date: 02/20/2025

  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 your patience as we work to resolve this matter. Finance Manager, Antonio ******** offered the customer the option of a discounted service contract, but the customer still declined our attempt to meet an amicable resolution.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  North Coast Mitsubishi-West Cleveland
  Customer Service Department

  
  

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The only acceptable resolution to my complaint is for the audio system to be fixed free of charge. If I had turned up the sound 10 minutes earlier, before I signed the papers, you would have had to fix it before I signed them. The vehicle was advertised with a working audio system which was not the case. If it would have been a week later, or even a day later that it stopped working, then I understand it would be my responsibility but it never should have been shown to me, let alone allowed to leave the lot, without it being in working order.
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 02/28/2025

  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 your patience as we work to resolve this matter.
  General Manager, Migel *******, is going to get into contact with the customer
  in order to set the customer up with an advisor and order the parts to repair
  the radio module. 
  
  Should the customer have any additional questions or concerns,
  please contact our Customer Service department at 330-439-5721.
  Best Regards,
  North Coast Mitsubishi-West Cleveland
  Customer Service Department

  Customer Answer

  Date: 03/04/2025

  
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to your shop to replace the wheel bearings and hub on the passenger side I gave specific instructions. SUV was left at the shop for two weeks. I get the SUV back and it still has the same problem. I leave it again for another two weeks, and the problem is not fixed. then you tell me that you had repaired the drivers side because that's what the diagnostic machine told you that's what was wrong. I did not authorize you to work on the drivers side. I came back only for you to tell me that you cant put the SUV on the lift to take a look because you cant open the garage door! I left several messages to get someone in charge to call me back and no one has done so.

  Business Response

  Date: 02/14/2025

  Hello,
  North Coast Mitsubishi-West Cleveland (NCMC) 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. Service Manager, Jack ******, will be reaching out to the customer to address the concerns and help meet an amicable resolution.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  North Coast Mitsubishi-West Cleveland
  Customer Service Department

• Initial Complaint

  Date:01/13/2025

  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.

  From start to finish, my experience with North Coast Mitsubishi (NCM) has been a nightmare. Despite multiple attempts to get help from management, no one ever reached out. The only person I could contact was Jay, the salesman.
  
  On 12/07/2024, I visited NCM to purchase a vehicle for my wife, an active-duty service member stationed overseas. After test-driving a 2021 RAV4 and identifying several issues requiring repair, I decided to proceed with the purchase, contingent on these repairs being completed:
  
  Replace missing passenger sun visor (I was told it had been ordered).
  Reattach the driver-side visor.
  Fix the center console trim.
  Repair the air leak in the passenger-side door.
  I was told these repairs would be completed by the following week. However, that week passed without progress. On 12/14, I contacted Jay and learned the visor had not arrived. By 12/20, I requested expedited shipping for the part. Finally, on 12/24, Jay informed me the vehicle was ready for pick-up.
  
  When I picked it up, I thanked Jay and drove home, unaware the passenger door air leak had not been fixed. I didn’t drive the car again until 12/30, when I noticed the same issue during a commute. Additionally, I discovered the gas gauge lever was non-functional. I immediately contacted Jay, sent him videos of the air leak, and requested to bring the car back for repairs.
  
  Despite assurances, the issues remain unresolved. When I picked the car up after being told it was sent to a body shop, there was no record of this, and the door seal still leaked. Now, the gas gauge isn’t working, and the center console trim has come loose again.
  
  I feel scammed and manipulated. Once NCM had my money, they went silent. Management clearly doesn’t care about customers as I reached out for help & was left high and dry. I deeply regret this purchase and would do everything differently if given the chance.

  Business Response

  Date: 01/30/2025

  Hello,
  North Coast Mitsubishi-West Cleveland (NCMC) 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 service department was not made aware of the issues with this vehicle. Unfortunately, there was no appointment scheduled in the system nor was there a pending part on order. Service Manager, Jack ****** will be contacting the customer in order to schedule an appointment and help meet an amicable resolution for the customer.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  North Coast Mitsubishi-West Cleveland
  Customer Service Department

  Business Response

  Date: 02/20/2025

  
  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 your patience as we work to resolve this matter. The customer took the vehicle to a Toyota dealership and the dealership stated at this time there are no issues with the customer's vehicle. Therefore, we ask the BBB to mark this complaint 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-West Cleveland
  Customer Service Department

  Customer Answer

  Date: 02/20/2025

  [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 is satisfactory to me. 
  

  I would, however, like it noted that the Toyota dealership did not say there was “nothing wrong with the vehicle”. What they told me was that the issue the vehicle has needs to be resolved by a body shop as it is collision related. I will reach out to NCM when we are able to bring the vehicle to a body shop to have the original issue of wind noise resolved. 

  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from the brookpark location of northcoast auto
  Next month will be my 2 year anniversary. Exactly one year ago my engine blew. I provided my all the documentation needed like oil changes ( they blame everything happening to the engine on oil changes btw) after months trying to get approved it was finally approved so my engine was brand new and I had my car back. Well that’s what I thought at least because exactly one year after my engine was (replaced) the same issue came back. So I had my mechanic look up the original engine number and matched it to the (new engine) it was the same and my engine was never replaced. I took the vehicle back and two weeks later with no loaner car provided btw I was told to pick it up and was told it was fixed. 30 minutes after picking it up engine light comes on lol and this happened to me Friday January 10 2025. So please keep all your receipts and other documentation from them. I would even say record phone calls. As of now I have no other option besides a civil case after giving them multiple chances to make it right.

  Business Response

  Date: 01/21/2025

  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 your patience as we work to resolve this matter. Service Manager, Jack ******, has attempted to get in contact with the customer and left 2 voicemails with no response form the customer. If the customer would like to contact the dealership an amicable resolution can be met.
  
  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

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam dealer alert ?? worse car purchase experience ever. I purchased a car 6/17/2024 by 9/13/2024 the engine blew.. I was told by (finance Antonio) if I purchase the warranty all I have to do was bring my car and a deductible of 100$ and that’s it. Well no they don’t mention having to pay 60/hr for the work to be done. Which came up to approximately 1000$.. As if I have that type of money after catching a Lyft daily back and forth to work. As of right now 10/24/2024 the service department is servicing multiple cars with engine & transmission issues words from Christian (mechanic at Parma location). Meaning they are buying messed up cars obviously not inspecting them properly and selling them. I’ve been without a car for over 30 days
  
  Be careful, thoroughly inspect and everything that glitter isn’t gold is the only advice I can give the next buyer

  Business Response

  Date: 11/13/2024

  Hello,
  North Coast Mitsubishi-West Cleveland (NCMC) 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. NCMC was awaiting to hear back from NVP, the warranty company, to approve this claim. Now that is has been approved, a new engine has been ordered and once it arrives our service team will complete the repair and get back to the customer as soon as possible.
  

  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  North Coast Mitsubishi-West Cleveland                                                                                                                                                                                                                                                                                                                 Customer Service Department

  Customer Answer

  Date: 11/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When purchasing the Truck my wife and I purchased they failed to tell us it was in an accident. we have tried connecting them and no response back. We hav called and left messages to mangers.

  Business Response

  Date: 11/04/2024

  Hello,
  
  North Coast Mitsubishi-West Cleveland (NCMC) 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 in the attached Carfax the customer's signature and initials are in multiple places acknowledging the structural damage on the vehicle from an accident on 01/10/2024. 
  
  The customer also signed the Acknowledgement of Vehicle’s History Form which states that it allows the customer to take the vehicle to a third-party mechanic to inspect the vehicle before purchasing, which the customer signed off on. This form is also attached.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.    
  
  Best Regards,
  North Coast Mitsubishi-West Cleveland                                                                                                                                              Customer Service Department

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:10/21/2024

  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.

  On October 16, 2024 I purchased a 2015 Jeep Wrangler Rubicon Unlimited. During the purchase agreement, I was told that the vehicle needs two studs and lug nuts replaced. I was told that I would receive a call the very next day to bring the vehicle back in to get the repairs made. I questioned if it was safe to drive and was told yes, but it will need to be repaired.
  
  I never received a call from the service department. I've made attempts to reach them with no return calls.
  
  I’ve reached out to my salesperson, Frank, multiple times through texts and phone calls, leaving voicemails in hopes of a response. Additionally, I tried contacting the business directly and spoke to several people, but unfortunately, I’m still waiting for a reply.
  
  I value your assistance in ensuring my vehicle is safe to drive, especially after spending $20,650 on it.
  
  The vehicle has 45,595 miles on it right now, but I do not feel safe driving it because it wobbles!
  
  It’s unacceptable that the vehicle was allowed to leave without addressing the repairs. Why would I be told it was safe to drive? It feels like the wheels are affecting the steering!
  
  Given the circumstances, I want to request a full refund and to cancel the deal.

  Business Response

  Date: 10/31/2024

  Hello, North Coast Mitsubishi-West Cleveland (NCMC) 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. According to our records, the service team has completed work on the customer's vehicle. We ask the BBB to mark this complaint as closed as we have resolved the customer’s issue. Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721. Best Regards, North Coast Mitsubishi-West Cleveland Customer Service Department

  
  

  Customer Answer

  Date: 10/31/2024

  [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 is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *********