ComplaintsforLong-Lewis Volkswagen Mitsubishi of the Shoals

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Seeking removal of an active 11 Oct 2023, **** Credit Loan Account for a vehicle I do not own, nor have possession. Initial notification of past due car loan pymt provided by mail on 1 Dec 2023. Contacted **** Credit, 1 Dec, requesting info on overdue account. Requested that the agent contact Long Lewis **** of the Shoals, as I was not in possession, of an **** **** Edge. The customer service agent stated that **** Credit was awaiting a signed check from Long Lewis Financial (LLF) department, as the initially submitted check, was unsigned. I requested that the call, along with my request for account info, be entered in the agent's log. Attempted to contact LLF Mgr, left numerous voicemails, with no return calls from dealership, requesting resolution, as operator unable to reach Finance staff. Furthermore, requested that Long Lewis ************* contact me, but did not receive a return call.* I continued to contact **** Credit, requesting updates, to which they stated for me to contact Long Lewis ****, as they had no further information. * Submitted an email through the Long Lewis **** website, with no response.On 16 December, at ****, was able to reach a finance member, ****, at LLF in Muscle Shoals. I requested an explanation and closure status for an ********************************************* possession (did not own). **** stated that it was his fault for the open account due to the following events: 1. Unbeknownst to him, the original check was left on the side of the copier, as the person he had requested to provide support had a sudden illness and didn't complete the process. 2. The check was beside the copier for over a week, when he requested the status. BLUF between submitting and receiving the check, it now resided in his desk drawer. I requested that Long Lewis contact **** Credit, and provide remedy ASAP. 3. To date, have not received **** Credit account resolution, nor status, from Long Lewis ****. The Auto Loan remains an active account.

  

  Business response

  12/21/2023

  *******************
  
  We sincerely apologize for the issues you have been having recently.  We have spoken with **** Credit and have confirmed that the flat cancellation has been processed and completed for this contract.  We are mailing your down payment check to you and can provide you with a tracking number. Additionally, **** Credit will be sending you documentation to take care of getting this removed from your Credit Report.
  
  Again,we are terribly sorry for the mistakes made on our end, but we can assure you that measures have been taken to correct them. Should you have any further questions or need anything else from us, please dont hesitate to reach out to our General Sales Manager, *****************************, at ************.

  Customer response

  12/22/2023

  Thank you for your quick response. Request case file remain open until Credit report action is resolved.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went in to purchase a vehicle from Long Lewis **** in approximately May 2023. Two weeks after the purchase I had to take the car back because the issue that was supposed to had been fixed prior to my purchase on the vehicle was apparently not fixed because the salesman *************** explained to me that they had fixed it and it was doing the exact same thing. They had me to bring the car back to the shop and I was given another used vehicle to drive while they were suppose to had looked at mine. After two weeks and still hadn't heard from them but during the two weeks I notified *********** that the car they had given me had issues with the gas meter which had me stuck onside of the road 3 times with once having to get help from a highway patrolsman and even sent pictures showing proof. He told me that he would get the remainder of my downpayment paid ($299) for my troubles with the car. Needless to say he didn't and it has been nearly 3 months now and I still don't have a car. They also had me to sign a paper that after they put in a used motor (saying thats the issue now) that I will no longer have a warranty on the car because it costs $12,000. *********** told me that was illegal.

  

  Business response

  09/23/2023

  I reached out to *********************** on Wednesday, September 20th to discuss her concerns.  The 2014 Audi Q5 that she purchased on June 20th has an engine failure.  The extended service contract that she purchased is covering this repair by providing for a serviceable used engine, associated labor and a rental vehicle.  They will not approve a new engine, as the expense would far exceed the value of the vehicle.  The extended service contract has advised that the scope and expense of this repair will exhaust coverage.  It is a provision of the policy to allow for coverage only up to an extent of the vehicles total value.  ************** was initially provided a 2022 Mitsubishi Outlander to drive in the interim, but unfortunately, we learned it had a fuel gauge issue that was unknown.  We have since provide her an alternate vehicle from our Rental Department.  As an additional gesture of goodwill, we've also made her next car payment of $604.55.  We are obviously disappointed that ************** has had any problem, but older high mileage vehicles are more susceptible to mechanical issues.  Our most experienced Technician has agreed to work through the weekend in an effort to complete the repair.  During our phone conversation, ************** was obviously frustrated and upset.  I asked what she proposed be done to help and was told to call her when her vehicle was fixed and she'd tell us.  We anticipate having the repair of her vehicle completed the first of this week.  We do sincerely feel as though we've been diligent in our attempt to resolve her concerns.

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

  General Manager

  Customer response

  09/28/2023

  The Manager did give me a call and sounded agitated because I had contacted the BBB and said that at least they were generous enough to give me a rental.  I have heard nothing else from them so therefore it's going on the fourth month and tge vehicle still isn't fixed nor have they communicated with me.  The store manager did pay one payment after the Salesman had lied to me about reducing the down payment that I still had to pay.  Communication is best to let the customer know something at some point with paying $604 payments plus $125 insurance payments to know that they're not just paying on something that will never be fixed.  Since this has occurred I do know of several other people having issues with this company.  They are selling cars that aren't drivable at ridiculous prices and also are taking advantage of people with low credit with their in house financing.

  Customer response

  09/28/2023

  The Manager did give me a call and sounded agitated because I had contacted the BBB and said that at least they were generous enough to give me a rental.  I have heard nothing else from them so therefore it's going on the fourth month and tge vehicle still isn't fixed nor have they communicated with me.  The store manager did pay one payment after the Salesman had lied to me about reducing the down payment that I still had to pay.  Communication is best to let the customer know something at some point with paying $604 payments plus $125 insurance payments to know that they're not just paying on something that will never be fixed.  Since this has occurred I do know of several other people having issues with this company.  They are selling cars that aren't drivable at ridiculous prices and also are taking advantage of people with low credit with their in house financing.

  Customer response

  09/28/2023

  The Manager did give me a call and sounded agitated because I had contacted the BBB and said that at least they were generous enough to give me a rental.  I have heard nothing else from them so therefore it's going on the fourth month and tge vehicle still isn't fixed nor have they communicated with me.  The store manager did pay one payment after the Salesman had lied to me about reducing the down payment that I still had to pay.  Communication is best to let the customer know something at some point with paying $604 payments plus $125 insurance payments to know that they're not just paying on something that will never be fixed.  Since this has occurred I do know of several other people having issues with this company.  They are selling cars that aren't drivable at ridiculous prices and also are taking advantage of people with low credit with their in house financing.

  

  Business response

  10/03/2023

  The repair to ****************** vehicle has been completed.  Our Service Manager has contacted her to let her know that it's ready.  We've also ensured that her vehicle has been thoroughly cleaned and has fuel.  I've been told that ************** let ** know that she has a family emergency out-of-town and will pick up her vehicle when she returns.  She is currently still in a rental vehicle that's being provided to her.

  Customer response

  10/05/2023

  I am here to pick up my vehicle and I asked why wasn't the little missing piece that was suppose to have been replaced right after purchase and I was told they ordered it and it has not came in after all of these months and they can't tell me a date that it was ordered.  I was asked to sign off on paperwork and I wanted to read what I was signing, the lady in the service department told me the estimates wasn't valid.  I asked for a copy of all of the paperwork and they are hesitant of giving it to me.  

  Customer response

  10/11/2023

   
  Complaint: 20620585
  
  I am rejecting this response because:  When I picked up the car I noticed a piece that was supposed to had been ordered when I purchased the vehicle had not been replaced (backup sensor).  I asked WHT wasn't it replaced and the ****************** employee told me that it hadn't come in yet.  I told her it had been three months but she said that she would ask someone and give me a call the very next day.  She called and said that she had ordered it and would give me a call when it comes in to bring my car in to get it replaced.  Today is Wednesday October 11, 2023 which is exactly 6 days since the day I picked my car up and the same exact issue is going on with my car.  ******* light has came back on saying low oil just as it was the day I took it back. I called in to Long Lewis and was told there was no one to take my call and they would call me back.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/18/2023

  We currently have ****************** vehicle in our ************* to address both the oil light issue and to resolve the piece for the bumper that was ordered.  Unfortunately, it took some time to get the small insert piece for the bumper and it also has to be painted.  We should certainly have that resolved when her vehicle is ready for pickup.  We've asked to have some extended time with her vehicle to ensure that there isn't excessive oil consumption.  We are providing a rental vehicle while we address her issues.  Everything should be resolved by the first of next week.

  Customer response

  10/22/2023

   
  Complaint: 20620585
  
  I am rejecting this response because:

  On Friday October 20, 2023 the Long Lewis used carlot Manager called me suggesting that they purchase my vehicle back (leaving me without a vehicle) he went onto say that one of his coworkers purchased his son a vehicle like the one I have and they are known to use alot of oil.  I asked him was it normal to have to put a quart and half of oil in a vehicle every week.  I do not believe another motor was put into my vehicle *** were there new gaskets put on it and it has the same issues.  He told me if I were you I would take this deal to pay your down payment back. I asked well I just purchased my tag (wasted money) paid insurance for months and paid car payment so are you giving that back?  He said he couldn't.  I'm losing money as well a way of transportation and I have doctors appointments that are hours away.  The Muscle Shoals rental center that's connected to this business informed me that they've have alot of issues lately from this lot for them selling cars that no good because they're having to rent out all of their rentals to them.  I need them to either come up with me a vehicle or they'll be hit with the Lemon Law and a lawsuit.  Also he said he's giving me until Monday October 23, 2023 to give him an answer.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice of recall by mail on March 31 2022. I began trying to take the Vehicle to Long Lewis to get it serviced and was repeatedly told that parts were not in and they’d call to set an appointment. They never contacted me. I experienced mechanical issues with my vehicle on June 11 and again on June 16th. On June 16th I took my vehicle to Long Lewis. They told me they did not have the parts to fix the vehicle on Friday June17th, then called back within an hour saying the car was fixed. When I asked how, a salesperson told me that they had removed a used (possibly recalled) fuel pump from *another customers* vehicle to get my car done faster.

  

  Business response

  06/24/2022

  I spoke with ***** **** on Wednesday, June 22nd and assured her that we did not put a used part on her vehicle.  Her Salesperson sent a text message stating that we were able "to scrounge one up off one of our vehicles.", which was absolutely incorrect.  Although his intentions were good, he did not understand what decision was actually made to facilitate Miss ****'s repair.  There is not doubt that this message was cause for alarm.  In an effort to expedite her vehicle's repair, we used a brand new / never installed Mitsubishi part (fuel pump) that had technically been ordered for a like vehicle with the same recall.  Because we were unable to complete the repair(s) on the vehicle that was the subject of the ordered fuel pump for other reasons, we decided to resolve the recall issue for Miss **** and re-order another fuel pump for the original vehicle.  We sincerely apologize to Miss **** for allowing such poor communication on our part to cause this concern.  Our Service Advisor should've clearly explained how we were able source a part much sooner than originally thought.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/10/2022, I took my **** vehicle to Long Lewis for a scheduled service under warranty. Long Lewis was to fix my heated seat and a crack in my front windshield. Long Lewis told me that the seat was fixed and I payed a $100 deductible. As I was fixing to leave, I noticed grease stains on my drivers seat cloth. Long Lewis then attempted to clean the seat but did not remove the stain completely. After arriving home, I checked to see if my heated seat was working. The seat is still not working. I am now going to be out of a vehicle for another period of time for Long Lewis to do the job twice do to incompetence.

  

  Business response

  06/28/2022

  
  I apologize for the delayed response. We have followed up with ******************** about his daughters vehicle and after speaking with him, we understand that the vehicle has been fixed and operating as it should. Unless there are any further issues we will consider this resolved.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we took our car to long lewis **** in florence Alabama in September *************************************************************************************************************************************************************** the motor so we called them they said bring it in they changed the oil we told them about the noise they told us nothing was wrong with it and my son got upset cause they would not help and he was told to leave and never come back to the store and now the motor has blown and they wont do anything about it . my son has Autism and this car is everything to him . i just think its sorry for them to mess up someone's car and not take care of it or own up to it

  

  Business response

  03/30/2022

  Long-Lewis response to Complaint Case #: 31051725
  
  While we certainly sympathize with Ms. ****** situation with her son's car, the account provided by her is not entirely accurate. The vehicle referenced in her complaint is a 2009 Mitsubishi Lancer Ralliart All-Wheel Drive. It was initially brought to our ****************** by another local independent shop to have a used transfer case installed. Specifically, the repair order was opened on 7/23/2021 and the used transfer case was provided either by Ms. ****** son or the independent shop. At this time, the vehicle was recorded as having ******* miles and was somewhat worse for wear, as indicated by the failed transfer case. Shortly after the completion of this repair, the car returned to our facility on August 12, 2021 for tires, alignment and oil / filter change. During this service visit, we used Genuine Mitsubishi recommended full synthetic OW-20 oil (noted on repair order). Not long after this service visit, Ms. ****** son, ******* returned with the vehicle, stating that "we used the wrong oil". At his request and no charge to him, we performed another oil and filter change using 5W-30 oil. This second oil change was completed on 9/16/2021 and done simply to appease him, as the initial service performed was appropriate. Not long after the second oil change, Ms. ****** son returned somewhat hostile, stating that his engine was making a noise and it was because we used the wrong oil initially. Although this is a vehicle that we didn't previously sell, we do have maintenance records from the prior owner and it's important to note that the same Genuine Mitsubishi full synthetic OW-20 oil was used for his service visits, without issue. As a matter of fact, the prior owner's last service visit was as recent as 4/5/2021. I personally spoke with Ms. ***** in September of 2021 regarding her son's contention that the oil changed we performed harmed the car and explained that it just wasn't case. She shared that there was somewhat a financial hardship and we discussed a key that needed programmed. Her son returned on 9/29/21 to have the key programmed for the car, which we performed at no charge. Obviously, this is a drastic contradiction to her son not being welcomed at our dealership. We had not heard of any further issue until Monday, when Ms. ***** called saying that her son's car had an engine problem that was caused by the oil change we had just done in February. I reminded her that I actually spoke with her about this last September and the "February" she was referring to would be the "next due date" on the sticker we install. She concluded the conversation saying she would speak to an attorney. Upon review of a Carfax report, I found that another Mitsubishi dealer has since performed an oil change on January 4, 2022, with the recorded mileage of *******. While unfortunate that their car is having mechanical issues, it just isn't reasonable that an oil change done almost 7 months and ***** miles ago, using the manufacturer approved oil and filter, has somehow just now caused a catastrophic engine failure.

  Customer response

  03/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I don't except it cause they know they did this damage cause my son went back after they changed the oil when the car was making noice right after . This dealership is known to mess up motors my ex husband worked there before and he told me all about how they mess up other ************** so they can say what they want but they did this and I want it fixed with them paying for it cause they are in the wrong

  

  Business response

  03/31/2022

  Our company has been clear *************** both in conversation and through our response to this BBB complaint, with our position regarding both her account and accusations. Further, we find her follow- up response to be unfounded and quite frankly, insulting. We consider this matter closed.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife took her vehicle in told them when driving the vehicle shuts off and the steering wheel locks up. Kept the vehicle a week said they changed fuses? Three days later 3/25/2022 was driving it and vehicle lost power, steering wheel locked up and this time almost wreaked into a dump truck. The vehicle is currently being towed back.

  

  Business response

  03/28/2022

  The vehicle's issue is intermittent. We explained that we could not duplicate the issue, but we did attempt a repair that we felt could be a possible solution.
  The issue seems to be electrical which can sometimes be more challenging to track down, especially when the it is intermittent.
  The customer understood that our repair *** not correct the concern and that in these situations you are basically trying to rule out the obvious first. Trial & Error is never the desired plan of attack, but unfortunately it has to be sometimes.
  
  The customer called when the issue presented again and when the vehicle was towed in, she met with her Advisor and gave detailed info on what was going on at the time it happened. We are hoping the vehicle stored codes to help lead us in the right direction. The vehicle is in our possession and we will be attempting another repair.
  
  This vehicle is company owned which requires that we discuss our repair plan with the company's Fleet Manager before attempting. We will communicate with them as soon as possible.

  Customer response

  03/29/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please ensure it is safe to drive. A steering wheel locking up driving down the road cannot afford maybe.

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