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:07/28/2025

  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.

  I bought a car from the dealership. The blind spot sensors were replaced by the delearship prior to me purchasing the car. When i went to leave the dealership i got a warning light on the dashboard for the sensors. I called the salesman on a recorded line who told me they would coordinate with my local dealer to have the car fixed. The salesmen advised to leave with the car and sent me a text "We will 100% cover fixing/repairing the side detection service light". Nothing has been resolved and **** has stopped responding

  

  Business Response

  Date: 07/29/2025

  Good afternoon! I Just spoke with the client. Issue is all resolved. 

  Thanks!

   

  Customer Answer

  Date: 07/29/2025

  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.

• Initial Complaint

  Date:06/09/2025

  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.

  My husband brought our 2025 1500 Dodge ram in on Wednesday for service. It was supposed to be completed on Friday. He did nothear from anyone all day so he called in several times one girl told him shell call back in 20 minutes, he never heard from her rest of the day. The advisor that was handling his vehicle never even called him to check up and tell him that the vehicle wasnt be ready on time. The loaner that he was given was a lower version of the same vehicle we have which is fine, but usually you get the same or better we can live with that but kid told him that he could only get the vehicle up to 600 miles and it already had 400 and something miles on it andits 30 to 35 miles each way to get to your location. So he could barely drive it and we had somewhere we had to go over the weekend and we never even got our truck back so we had to wait till Saturday to keep calling several times to try to get someone to respond to us to find out whats going on with our vehicle. I find it ridiculous that the service department did not call him on Friday to let him know that the vehicle was not gonna be on time and maybe extend the miles or give him more miles for this vehicle. So in turn, we couldnt take the truck for our plans over the and the lack of communication is what the problem is here when you call you cant get a person you have to get someone who is noteven on Location and then no one calls you back. I expect to not be paying for this oil change and were not even sure if they rotated the tires like they were supposed to.

  Customer Answer

  Date: 06/10/2025

  In regards to this complaint, ***** called me yesterday prior to the dealership receiving this complaint and he took care of the issue at hand. But now we have a new problem. They damaged the paint on our vehicle and we are demanding that it gets taken care of with a new Piece of the vehicle that was damaged.

  

  Business Response

  Date: 06/10/2025

  I received an email from the customer that this has been addressed already.

  

  Business Response

  Date: 06/16/2025

  Sorry to hear this. We will have ***** reach back to her and get this taken care of.

  Customer Answer

  Date: 07/12/2025

  Hello! I would like to retract this complaint and put in a reversal/ good review for them as ***** the service dept manager has worked very hard to make things right by us. Can you please retract this complaint and allow me to write a very nice positive review for them due to Scotts honest hard work? Please touch base with me asap. Thank you so much!!!!

• Initial Complaint

  Date:06/05/2025

  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 bought a car on March 4th at Medina Auto Mall. From day 1 it had some issues, so we took it back so they could fix it. The back tires were not straight, they formed a V shape and the transmission was somewhat weird after hitting third change. They called us that it was ready, but they DID NOT fixed it. So we took the car back to their mechanic so they could fix it (This was from 3/7/25 and they had the car until 3/15/25 at their mechanic). They fixed the alignment problem, but not the transmission. Then it started smelling like gas around the car. So we took it again and they had the car from 3/20/25 until 3/29/25. After this things went from bad to worse. The leak was "fixed" but check engine light kept lighting on, we went way too many times down there (FROM ELYRIA TO MEDINA). But they never fixed anything in reality. So, we decided to take it to Ford dealership to get an exhaust check (that we paid $200 for it) to get real information about what was going on, because at this point we were so tired of excuses ans they saying it washingtonianos all fixed but the car was still the same. That exhaust revealed that the transmission was failling and to fix it it washingtonianos $8000. That's when we understood that Medina was just trying to stretch the time, so that the warranty ran out and we had to pay for everything. So, we decided to give the car back, sice they were not goint to pay for the repairs. They have had the car since May 21st, they agreed on removing the loan from my account. It is still there, they keep going around offering another car but it is not possible right now, because they have nothing that fit our needs and budget. Another month is getting charged (6/3/25 I was supposed to make another payment) but we returned the car. We paid $1,000 down payment for it and $528 on two monthly payments, when we barely used the car, because it was always on the mechanic. I want them to cancel the whole loan debt and give me back all of the money I paid.

  

  Business Response

  Date: 06/16/2025

  They do have an appointment with the used car manager on Thursday the 20th of June.  It is unfortunate that the vehicle had some issues, but as an act of Goodwill we did provide a loaner car and paid for some of the repairs that were not part of their 50/50 Limited Warranty.  There is no provision to buy back their vehicle and we did propose a purchase of a different vehicle to which they declined.  As an additional act of Goodwill, we will discuss purchasing their vehicle on Thursday. 

• Initial Complaint

  Date:04/09/2025

  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.

  On Weds. April 2, 2025, I received a phone call from Medina Auto Mall employee, Anniya, saying wanted to make sure I received the the vehicle payoff information. I did buy a car from the dealership in 10/2021, but I never went in to buy a car nor ask for a payoff.I called the business and spoke with a lady informing her that I did not request a payoff nor did I sign documents giving the dealership permission to take this action. She stated that I did requested the information. She transferred me to a manager voice mail. I left a message asking to contact me. No one called back. I called again on Friday. April 4, 2025, spoke with a male wanting to know who was requesting the information. He said I requested the information and transferred me to a managers voice mail. I informed the manager that it was concerning that my address/ssn/bd/account# information was exposed to someone and I needed know who requested it and the reason. Also, I stated that my personal information needs to be protected. As of Weds, April 9, 2025, I still have not received a response.I am hoping that the Better Business Bureau can send a request to the dealership to address to my concerns.Thank you for your help.

  

  Business Response

  Date: 04/09/2025

  Two attempts to call were made on 4/9/25, both went unanswered.  She did call the manager back leaving a voicemail stating that everything was resolved and she was all set.  She apologized for the miscommunication and that the inquiry was the result of something she had done on her app. 

• Initial Complaint

  Date:03/14/2025

  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.

  On 3/14/25 I went to Medina auto mall to look at a vehicle. I filled out a credit check authorization form and they ran a credit check. I did not move forward with purchasing a vehicle and asked for the credit check authorization form back since it contains my sensitive information. They refused to return or destroy the document.

  

  Business Response

  Date: 03/25/2025

  We are required by Federal Law to keep such authorization for 7 years if a transaction took place or 5 years if a transaction did not take place.

  Customer Answer

  Date: 03/26/2025

   I am rejecting this response because:
  What federal law? Name the *** section or statute
  

• Initial Complaint

  Date:03/06/2025

  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 went with my son to Medina Auto Mall to co-sign for him a car they actually put the car in my name and made him the cosigner my credit score is above 750 his is 300 so how could he co-sign for me a car.that happened to me before so I specifically asked them not to do that not to put the car in my name make sure the car was in his name ******* ****** not ******** ****** my son ******* ****** and I ******** ****** went back to Medina Auto Mall and tried to get them to correct it but they wouldn't. The car is totaled and I'm responsible for the bill

  

  Business Response

  Date: 03/07/2025

  The car is not titled in her name, it is titled in her son's name.  The loan is cosigned by both her and her son and they are both responsible for repayment.

• Initial Complaint

  Date:08/09/2024

  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.

  On August 9, 2024 I visited this dealership with the intention of purchasing a new vehicle. A salesman, and then a supervisor both told me they cannot sell me the vehicle for the advertised price, but rather a higher price. This vehicle was advertised at $73,699 and it was only available, according to the salesman and supervisor, at $77,628. This is dishonest, deceptive, and illegal.

  

  Business Response

  Date: 08/12/2024

  Hello,

   

  The vehicle the client was interested in was a commercial vehicle with $14,000 in added items items on it. We have called the customer and told him we will do the online price with the accessories included. 

   

  Medina Auto Mall 

• Initial Complaint

  Date:05/20/2024

  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.

  I purchased this vehicle in February of 2024. It was advertised and being “brand new.” After owning it for a few months and washing it for the 1st time, I noticed that the passenger side of the bed of the truck had some damage to it. Due to the truck color being black, the damage would not show up on the camera or in any photographs, so after explaining to my selling dealer that the vehicle had damage, I was told to bring the vehicle back to them. I brought the vehicle back to them so that they could see the damage, and they in turn stated that the vehicle had indeed been involved in some form of accidental damage, or as they called it, “transport damage.” I then explained to the selling dealer that “transport damage” is caused by the vehicle being transported from the manufacturer to the selling dealer, when damage occurs on the dealer’s lot from vehicles being moved around after the dealer has taken possession of the vehicle, is an accident. That’s when the dealer stated to me that they are only required to report any damages if it amounts to ten percent or greater of the vehicles current value or msrp if it brand new. I then stated to the dealer that if they walked out onto their own showroom floor and asked their customers if they would buy a “brand new” vehicle knowing that it had damage to it, most customers would probable say no. I then asked the dealer representative if he would indeed buy a “brand new” vehicle knowing it had been damaged, and he stated that he probably would not. I then asked him if they would of left the gouges in the bed of the truck when it happened, do they think it would’ve been able to be sold at msrp, to which he stated no again. I told the dealership representative, that this was a very bad practice, to which he stated it was, and that he felt like it should be disclosed, but he was only the messenger.
  I also have an audio recording of this encounter if needed.

  

  Business Response

  Date: 06/17/2024

  This has been resolved.

• Initial Complaint

  Date:02/03/2024

  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 11/11/23 I purchased a 2015 Ford F150 from Medina Auto Mall, part of the deal was they would fix the known issues the truck had, give me a second key and I also wanted to add on a remote start to it. On 11/16/23 I picked the truck up from the dealership after the work was completed but they didn’t get the second key made yet or the remote start installed, I was assured it will be no problem they could even mail it to me, I accepted the answer and left. I tried contacting my salesman for about a week or two after that texting, calling, and leaving voicemails but he never responded besides one time where he said they can just send their key maker to me and he would call me right back about the remote start, he never did. So I called the main dealership number and requested to speak to the sales manager to finally get this key, I could over hear the person who answered the call speaking to ******* and then they hung up on me. So I called again and expressed again that I want to speak to the sales manager to get this done since it had been just under a month at that point and the “we owe” form said it’s only good for 30 days but kept getting blown off by whoever answered the call who also said “******* isn’t there” on the second call even though I heard them speaking and was told “they would do it and not to worry and ******* would call me.” My father then called the dealership and finally my salesman ******* contacted me saying the remote start hadn’t come in yet, I told him I don’t care about that anymore and I just want my key. He gave me their key makers information but unfortunately can’t come to me he required me to come all the way up to him over an hour and a half away. My father got involved again and their used car manager *** ***** agreed they will pay my local Ford dealer to make to key so I don’t have to drive so far. The key came in and the Ford dealer got the ***e run-around I got, I decided to leave a review on Medina Auto Malls website about all this

  

  Business Response

  Date: 02/05/2024

  We have been in communication with the customer and agreed to pay for the key.  We are waiting for the ford dealer to contact us.  Also if the customer wants to pay for it at the dealer, we will reimburse the customer with a check.  Please let us know how the customer wants to proceed 

  Thank You.  

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because: When I posted the original review of their business they were suddenly able to contact me about the key. I went back and forth with the dealer for about a week through texts trying to get this key and it was always one excuse or another of why they hadn’t responded to me or took action on getting the key before they just stopped responding completely (again) which was when I decided to contact the BBB.
  
  
  
  

  Customer Answer

  Date: 02/08/2024

  I would like Medina Auto Mall to get in contact with the Ford dealer and get the key paid for, I have sent them the phone number and person I’ve spoke with at the Ford dealership twice while we were still in contact. Medina Auto Mall has not messaged me back in over a week so I’m not sure why they claim to be in contact with me. I do not want to purchase the key and have them reimburse me because based on this situation I don’t believe I will ever receive reimbursement.

  

  Business Response

  Date: 02/10/2024

  We have called ******* Ford and paid for a key through the parts department per the customer.  
  

   

  Customer Answer

  Date: 02/13/2024

   I am rejecting this response because: I called the Ford dealer in ***** and they informed me that *** ***** agreed to pay for the key but not pay for the programming so it could be used for the truck so I would have a useless key. The agreement I signed over 3 months ago was they would pay for a second key for the truck. I am in disbelief they have chosen to keep playing games instead of just holding up their end of the deal.
  
  
  
  

  Customer Answer

  Date: 02/13/2024

  I am sending a picture of the “we owe” form to show I have it in writing that they owe me a second key for this vehicle.

  

  Business Response

  Date: 02/14/2024

  We have done everything the customer asked us to do.  We go and find out that he spoke with the parts department and not service. So when we okd the  key. We assumed the customer was speaking to the right department not knowing they weren’t programming it.  Have the customer talk to service and have them call us.  We will pay for the programming.  Never once did we say we wouldn’t pay for programming.  The customer needs to stop assuming that we are playing games.  We are not.  We can’t help the fact that the customer is talking to the wrong people at the Ford store.  An apology for assuming that would be in order but we doubt that the customer would have the humility to do so.  Again.  Have the Ford store call us and we will pay for it. 

  Customer Answer

  Date: 02/15/2024

   I am rejecting this response because: I have spoken to the ***e person at the Ford Dealership each time I have called (***) which is the name of the employee I gave ****** twice. When I have called service they have no idea what I am talking about and transfer me to *** (parts). He reiterated that ****** specifically said they will only pay for the key and not the programming. *** has called *** at ****** twice today and *** has not contacted him back. It is ironic ****** expects me to apologize to them despite the wild goose chase I have been on for 3 months trying to get them to hold up their end of the deal. Where’s my apology for your salesman ghosting me for weeks? Where’s my apology for your receptionist hanging up on me? Where’s my apology for *** giving us “his number” and he gave us the number for a gas station in ****** ****? Where’s my apology for your sales people ghosting me again after a week of getting no where with this key and only making a half hearted attempt to help AFTER I wrote the review on this horrible experience? Where’s my apology for having to play detective for over 3 months for something that was supposed to be there when I picked it up? I have always been polite speaking with this dealer and have been very patient but this is ridiculous.
  
  
  
  

  Customer Answer

  Date: 02/18/2024

  I am still waiting for a response from Medina Automall.

  Customer Answer

  Date: 02/21/2024

  Medina finally paid for my key yesterday.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leased a 24 Cadillac Lyriq from the establishment on October 13, 2023, The vehicle was delivered to me in ******** with 45 day temporary tags from ****. Since taken possession of the vehicle, it has been towed to a local Cadillac dealership for the same issue. The vehicle will not start and losses charge. In addition the 45 day temporary tags were good through December 2, 2023 and are now expired. I've tried called the dealership and all I get is being transferred to someone that goes to their voicemail and they don't return my call.

  

  Business Response

  Date: 12/14/2023

  We have been in contact with *************************** and are resolving the issue with the ********************** on his plates. ******************** has been and will be updated throughout the process.