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:03/26/2025

  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.

  March 10, 2025 I brought my vehicle for check engine overheating they concluded an O2 sensor failed had car for 10 days picked vehicle up Saturday return Sunday check engine light on ask on Monday the problem **** the manager stated for my inconvenience he would personally take care of the problem no need to contact the warranty company now it is Wednesday I returned to the dealership for **** to tell me he called a claim minding you a claim was never called in as I called prior to visiting he blatantly lied in my face I requested to speak with his superior he provided me a name of Mikey I proceed to the showroom to speak with Mikey was approached by salesman Dior he was presumably told to tell me he was in a meeting, I told him to let him know I'll wait by then another salesman approach me ****** manager in training he politely tried to diffuse the situation while I continue to wait for Mikey now it's been 2 hours finally Mikey appears to speak with me about the problem at hand my vehicle claim never called in and it's been 3 new days, without a vehicle I need an apology for the blatantly lie and my vehicle prioritize for repairs. The part they said my car needed is covered, ****** with the warranty company **** confirmed no claim was called in prior to me arriving to the dealership. I'm waiting now on them to expedite the claim.

  Business Response

  Date: 03/26/2025

  I would like to clarify the situation surrounding the care of her vehicle. Our service department follows a specific process when dealing with extended warranty claims, which is crucial for ensuring that all necessary approvals are obtained before proceeding with any repairs.
  
  In this particular case, we were awaiting approval from her extended warranty provider. We have now successfully secured that approval and are prepared to move forward with the necessary work on her vehicle.
  
  We appreciate your understanding as we navigate these processes, which are designed to protect both our customers and our business. Please rest assured that we are committed to providing quality service and addressing any concerns promptly.
  
  Thank you for your attention to this matter.
  
  Best regards,

   

  **** *******

  Business Response

  Date: 04/01/2025

  We have a cancelation fee of that amount, but our priority is to have a happy customer.  We have no problem issuing him a check for the difference. 

  Ihab 

  Customer Answer

  Date: 04/02/2025

  Good morning!

  Reviewing my email from BBB, the time allotted for me to respond was 5 days and the 5th day is not until today so I would like to be able to make my comments before closing the case, please direct me further to make my comments.

  ******** Johnson 

• Initial Complaint

  Date:03/17/2025

  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.

  I bought a used car on 1/28/25. I live part-time in Yulee, Fl but I'm in South Carolina the majority of the time. I made it clear to the salesman ******** ******** that I wanted a SC tag, title and registration, and he said it would be no problem. I paid the tag, title and license fee. It's now 3/17/25 and I still have not received any of the paperwork. I was sent a second temporary tag and registration which expires on 3/26. When I call my salesman he simply tells me it's coming and to wait. I've bought many cars in my day and it usually takes about 2 weeks for this paperwork. In addition, the company website indicates that an **** **** is the sales manager. I tried calling him but was told that he's not the sales manager. I was told it was **** or ***? I asked for a call back but nothing.

  Business Response

  Date: 03/17/2025

  All his file is at the DMV in South Carolina at the moment and being processed and should be ready and done by no later than next week.

   

  **** *******

  Customer Answer

  Date: 03/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23075883

  I am rejecting this response because: I never hear from City Mitsubishi about this I am constantly calling to inquire about these documents that I've paid for.  I'm 57 and have bought many cars. This process should take 3 weeks at the outside. When I registered 2 other cars in SC I received my tag, title and registration in less than an hour!! I want to add this car to my expats account and can't do that without my tag. I've already received a second temporary tag and reg. from the company and they are set to expire very shortly (3/26/25)

  Regards,

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

  Business Response

  Date: 03/19/2025

  Tell us why here...I am sorry he feels that way.. he can contact our title office and they will give them a full update on his tag

   

  **** *******

• Initial Complaint

  Date:01/27/2025

  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.

  In October of 2024 I was looking to purchase another vehicle and us the car I had as a trade-in, I was later told by the dealership that the car that I had wouldnt help because it had too much negative equity, further more I was able to get my moms help in getting the car that I wanted, upon receiving paperwork from the bank that helped finance the vehicle I saw that the loan amount was for $40,498, I clocked my vehicles kbb value at $24,590 - $28,245, looking at paperwork of the sale the price was $29,302.36, thats an over $11k mark up in regards to the loan amount, why is that?? Now my payments are over $1k monthly, I just dont get how thats honorable or fair. If this can be fixed i definitely would appreciate it, I dont mean to down a business I just want to be treated fair and that doesnt seem fair at all.

  Business Response

  Date: 01/27/2025

  Can you please send us the Vin# on the vehicle he bought from us?

  **** *******

  Customer Answer

  Date: 01/27/2025

  Vin number: *****************

  Business Response

  Date: 01/27/2025

  Mr. ******* bought an extended warranty almost $3500 plus ************* for $997. Also bought 360 ******* for $1800 it is paint and interior protection that he signed and acknowleged at the time of the sale

  He can cancel some of that product if he wishes and the proceed will go to his finance institution

  Ihab 

   

  Customer Answer

  Date: 01/28/2025

  I had no knowledge of any of this but I will keep the extended warranty but i dont know what the 360 ******* is, it was never mentioned or disclosed on any documentation at all 

  Business Response

  Date: 01/28/2025

  What he needs to do is come in and see *** ******** and he will be more than happy to go over the charges with him.

  Sincerely,

  **** *******

  Customer Answer

  Date: 01/28/2025

  Not to mention all the things that you just noted dont equal 11k mark up in the loan other than the warrranty and gap insurance I dont even know what 360 ******* is, Im pretty sure Im not suppose to be paying 1k a month in payments 

• Initial Complaint

  Date:10/23/2024

  Type:Product 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 28th I went to finance me a 2013 ****** Camry and I put down a $600 down payment in the 30 days financing fell through poorly and I was not able to keep the car so I returned the car in the ******************************************************************************************************************** the 48 hour. Then it would be A surcharge of blank amount of money now the representative **** was supposed to put in number in that blink area. Neither did he inform us about that part of the contract. I returned the car back September 23. **** stated that I could get my $600 refund if we called him back in a week so I followed up with him Just for a month later for him to tell me that I will not get the $600 refund because of the car was dirty and it was not returned in time. The car was in fact, not dirty. I have photos of the day we cleaned it before we took it back. this is FRAUDA I want a refund or I will take legal action

  Business Response

  Date: 10/23/2024

  Hey Raeniyah,

  Please give me a call so we can discuss.

   

  Thanks

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

  Business Response

  Date: 10/23/2024

  I hope this email finds you well. I am writing to formally respond to a recent complaint filed by our customer regarding the return of their deposit in the amount of $600.
  
  We take customer feedback seriously and strive for transparency in all our dealings. However, in this particular case, we are unable to refund the deposit due to several key factors:
  
  1. **Falsified Information**: The customer provided inaccurate information on their credit application, including misrepresenting their employment status and income. This misinformation significantly impacts our ability to assess eligibility and risk.
  
  2. **Extended Use of Vehicle**: The customer retained possession of the vehicle for two months, during which time they were responsible for its condition. Upon its return, we noted that it had developed a bad odor indicating potential misuse or lack of care and put too many miles as well.
  
  Given these circumstances, we believe that withholding the deposit is justified as it covers potential losses incurred due to these issues.
  
  We appreciate your role in mediating such matters and remain committed to resolving disputes fairly while adhering to our policies and procedures.
  
  If there are any further questions or if additional documentation is required, please do not hesitate to reach out.
  
  Thank you for your attention to this matter.
  
  Best regards,

  **** *******

• Initial Complaint

  Date:06/14/2024

  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.

  I purchased a car from them. Paid cash. They had no title, period. They charged me for paper plates when I told them I had plates. The system says they released titled on 29 April. They did not. On June 13, they still don't have a title to release, verified by DMV. They are selling cars they don't own. They don't have titles on the cars. Legally having a car doesn't mean you own it. It's 14 June, I still don't have a title. Once they get one and notify ***********, it takes a month to get paper title. This should be stopped. It's illegal.

  Business Response

  Date: 06/14/2024

   We would like to provide an update on the status of this matter.
  
  We want to inform you that we have recently acquired the title for *************** vehicle , and it is currently in process. We understand the importance of timely delivery of these documents and want to assure ************ that we are working diligently to expedite this process.
  
  We apologize for any inconvenience this delay may have caused to him, and we appreciate his patience as we work towards resolving this issue promptly. He should expect to receive their title and tag by the end of next week, once all necessary paperwork has been processed.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us if you require any further information or assistance.

   

  **** Samrout 

  Business Response

  Date: 06/19/2024

  Thank you. 

• Initial Complaint

  Date:10/31/2023

  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.

  On 8/29/2023, I bought a 2019 Jeep Grand Cherokee (VIN-*****************) from City Mitsubishi, located at ********************************* ************, ** *****. The vehicle had 27, 501 miles on it. It is now 10/30/2023 and the vehicle has ****** miles on it. I was told by the sales manager, ***, that all their used vehicles go through a 20-something point inspection, that they (the dealership) only sells clean cars, etc. His whole conversation was that the vehicles are inspected thoroughly before being put up for sale. I recently found rust on the inside of the driver's door. Someone painted over it, but if you look closely you can see small spots of rust along the lines of the touch-up paint. Also, I got under the vehicle to install running boards and discovered more aggressive rust in numerous places. When they do their used vehicle inspections, they put the vehicles on a lift and would have seen the extent of the damage. I could not have seen this rust if I hadn't laid on my back and been under the vehicle to begin installing the running boards. There is no way to know what caused this rust. Therefore there is no way to know just how extensive the issue is and what problems will come in the long run. I talked to ****, a different sales manager today. He stated that he would let ***, the manager I dealt with when I purchased the vehicle, know about the issue. He mentioned that they may be able to remove the surface rust and do an undercoating and that I would have to pay for a portion of this.

  Business Response

  Date: 10/31/2023

  I am sorry that she feels that way about our dealership.  When we sell a used vehicle, we sell it As Is. we do Mechanical and safety inspections.  The vehicle she bought has passed the inspection. we will be more than happy to accommodate her and get her vehicle fixed at cost.

  Sincerely,

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

  Business Response

  Date: 11/07/2023

  Buying the car back for the same price is not an option.  what we would like to do is try to help her trade out of it and get her something else. We have already paid taxes and registration for her vehicle.

  We would be more than happy to help find her another vehicle and trade her out of it.

   

  Thanks,

   

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

   

  Customer Answer

  Date: 11/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  City Mitsubishi should act in an honorable manner. They say they have already paid taxes on the vehicle so they won't buy it back. So have I! If I trade it in than I have to pay taxes again! I don't have money to give away. They should not have sold this vehicle under the guise that it was in excellent condition, knowing there was rust on the undercarriage. They didn't adjust the price for rust damage! Not to mention the rust inside at the bottom of the driver's door that has been painted over! There has been deception on multiple levels! Alden rudely claimed I should have done my "due diligence" before buying the vehicle. I only found the rust upon crawling under the vehicle to install running boards that I purchased. Abe, the sales manager, raved about their 21 point inspection process. He failed to mention the part where they don't disclose the presence of rust! What else don't they disclose? Eric, another sales manager, did tell me that during their 21 point inspection process the vehicle is on a lift. While on the lift the  entire undercarriage is visible, hence the rust was visible during the inspection! I wasn't offered the option of them putting the vehicle on a lift so that I could inspect the undercarriage, and most insurance companies prohibit customers from entering those areas of a service center. So are all city Mitsubishi customers expected to lay on their backs on the car lot and wriggle underneath a perspective purchase to inspect for rust? If the issue was strictly mechanical or something of that nature I would assume full responsibility!! It's a used vehicle...I get it! I have bought used vehicles before, but I have NEVER been treated like this by a car dealership! City Mitsubishi should act in a reasonable manner and buy the vehicle back from me or repair all the rust at no cost to me. I don't want to fight with them. I'm just a regular person that would like to be treated fairly and like a human being! Their behavior is unacceptable! 

  Regards,

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair 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 car 10/22/2022 and traded one in also. A month later my paper tag expired and I called to see why my tag hasn’t came in the mail. ***** ****** the finance manager then proceeded to let me know that he had to find me a new lender “spot delivery”. ***** ****** eventually found me a new lender with completely higher rates so I declined the offer after a few disagreements we decided to not follow thru with the deal and ***** agreed to return the vehicle that I traded in 12/05/2022. Well when I got there to get my car I soon figured out that my car wasn’t getting returned at that ***** lied to me the whole time and that this was a tactic to force me into signing the agreement on the new car. Now fast forward today is 08/29/2023 the vehicle that I traded in still isn’t paid off and it has negatively affected my credit due to the payments being made late. THIS IS COMPLETELY ILLEGAL. Pursuant to Fla. Stat. § 319.24(5), “[a] motor vehicle dealer acquiring ownership of a motor vehicle with an outstanding purchase money lien, shall pay and satisfy the outstanding lien within 10 working days of acquiring ownership.”

  Business Response

  Date: 08/15/2023

  I will look into this deal and get back with you in the next couple of days. ***** ***** is off today, I will ask him in detail as soon as he gets back in the office.

  Sincerely,

  **** *******

• Initial Complaint

  Date:03/02/2023

  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.

  On February 24th, 2023 at 10:02am I received a letter of denial for my claim on a recently purchased 2017 Range Rover sport supercharge VIN# *****************. I was informed the engine replacement would not be covered under the service contract due to this being a pre-existing condition. I purchased this vehicle Friday night, January 20th, 2023. We drove home from Florida to Georgia. The next morning my wife was about to leave so she went into the garage to crank the vehicle up, she noticed a smell and had me come out to the garage. I observed antifreeze dripping from under the truck. She turned the truck off and I contacted City Mitsubishi. I was informed to get the truck to a shop to find out the issue. I had the vehicle towed to ***** ******** on Monday morning due to them being closed on the weekend through my insurance provider. I was informed there was a hose that needed to be replaced. I then contacted City Mitsubishi and was informed to file a claim under my recently purchased service contract# **********. The claim was filed and the repair was completed. I had to pay $1700 out of pocket for this repair. On January 31st, 2023, my wife and I went to pick up the truck. On my way home the truck started driving funny. I pulled over and noticed the clamp and upper radiator hose had come off. My wife called ***** ******** and informed him of the issue. I informed him I would tighten the hose and clamp back and I would add antifreeze. He stated he would reimburse me for anything that I purchased to correct the issue. I put the hose back on and started to loosen the bleed valve screw but it broke. I contacted ***** ******** and informed him I will have the truck towed back to his shop. It has been sitting there ever since. We were informed the system did not hold a vacuum, the system was pressure tested and was losing pressure but they could not find any external leaks. Dye was put in the system, they tried to start it up and found the engine had hydrolocked. A spark plug was pulled and they found coolant in the cylinder. We were then informed the engine will need to be replaced. I understand you are stating that the service contract does not cover breakdowns which existed prior to or resulted from a condition which existed prior to the later of the Service Contract Date. However, under your service contract it states: COVERAGE UNDER THIS SERVICE CONTRACT BEGINS ON THE SERVICE CONTRACT PURCHASE DATE. As stated on the Vehicle Service Contract New and Pre-owned contract# **********, the service contract purchase date is 01/20/2023. It also lists the In-Service Date as 01/20/2023. The truck broke down on January 21st and January 31st which makes it after the contract purchase date. When the vehicle broke down on January 21st, the vehicle was covered. The vehicle broke down again on January 31st, there is no way to tell it was a pre-existing issue. Under the terms of the service contract warranty there is no reason why extension of coverage for this repair should be denied. For the past 5 weeks I have been getting the runaround from City Mitsubishi and from APS Warranty Group/ DOWC about this issue. I really need to get this matter handled ASAP. On March 6th, 2023 I will make my first payment on a vehicle I can not drive.

  Business Response

  Date: 03/02/2023

  Hello,

   

  We are sorry you having an issue.  Please give me a call

   

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

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

• Initial Complaint

  Date:01/13/2023

  Type:Product 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 on 8-21-22, that included aftermarket products. The loan included a Vehicle Service Contract (Contract ***********) in the amount of $4,759.00 and a Vehicle Protection Warranty (Warranty #************) in the amount of $1,299.00. Both products are through DOWC (*** ******* *** *************** ****** **). I contacted DOWC on 9-14-22, to cancel the aftermarket products and for the unearned portion to be refunded I received an email response the same day advising they have process my cancellation request and that the refund are handled by the dealership and can take from 30-90 days. I reached out to the dealership (City Mitsubishi / ***** ******** ***** ************* **) multiple times via email and phone with no response. It is now January of 2023 and no refund has been issued.

  Business Response

  Date: 01/13/2023

  DOWC made him aware that the money will go to the lander which is VYStar since he is financing with them. I will check and see when VyStar will receive the money.  

  Thanks,

  **** *******

  Customer Answer

  Date: 01/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: This does not resolve my complaint as the refund still has not been received by my lienholder Vystar. I am aware that the refund goes to Vystar and is applied towards my balance. Yes, DOWC advised me of this and advised the dealership would have this completed within 30-90 days from the date I requested cancellation (09-14-22). It has now been 119 days. I was patient and emailed the dealership directly for any updates on this but received no response. I also email the respondent **** ******** directly and received no response. An acceptable response from the business would be confirmation the refund has been sent to Vystar including amounts of the refund or tracking information, not a response that they "will check to see when the refund will be sent". Vystar reached out to me today (01-13-23) via telephone and advised me they have not received anything from dealership and they could not assist with my concern until they receive the funds from the dealership.

  Regards,

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

  Business Response

  Date: 01/18/2023

  The check is already been cut and sent to VyStar.  DOWC never communicated to us on this matter. 

   

  Sincerely,

  **** *******

• Initial Complaint

  Date:05/26/2022

  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.

  see Attached document

  Business Response

  Date: 05/31/2022

  I am not sure exactly what happened in this case.  Please have her contact our Service Manager **** ******* and will make it right for her.  

   

  Thanks,

  **** *******