ComplaintsforFrank Leta Automotive Outlet Inc.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Frank *************** on 2/24/2024. I worked with salesman, Dre. After I decided on a vehicle, ****, the finance person, addressed me and my family about the payments and interest rates for the vehicle. They were high, and I was hesitant to purchase but I proceeded. I proceeded because **** wrote on paper and stated to my family and witnesses that I would have a higher monthly car payment, but Frank **** would take care of the first two payments for March and April, and I would start paying in May. We talked with Title and Registration to finalize the deal and I asked repeatedly that my payments would start May 2024 with Frank Leta paying the March and April payments and it was agreed. I started receiving multiple debt collection calls from Santander Consumer about missed payments. I told ********* what was told to me from Frank Leta. I started calling Frank Leta 3/23/24 to address another issue and this one. I've called and left messages with Title and ******************************************** ***********************, and **** the manager. About 2 weeks ago, I talked to ******* the salesman, who said he was going to be the last person I talk to and get the situation resolved. ******* told me that Frank **** sent a check to *********, but they did not receive it or cash it, and Frank Leta was going to issue another check. ******* told me last week that he was waiting on the tracking number to the check to pay Santander. ******* said he was going to call me last week with the tracking number and going to send the tracking number to the representative at ********* because he had made them aware of the situation. I have called Santander, and they have no recollection of this information. I have begged for Frank Leta to call me back and stick to their word and make the payments to Santander. They are affecting my credit score and livelihood by being dishonest and a failure to customer communication. I do not feel like a valuable customer.

  

  Business response

  05/18/2024

  We are sorry to hear about the payment issue with ************. We did send the check originally and it was returned to us in the mail. We have since sent a second check on Friday, 5/17. It should be arriving by the beginning of the week and posted shortly after that. We appreciate the patience and understanding of ************ and wish her the best. Thank you.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Cenessia Keys

  Customer response

  06/19/2024

  Hello, 

  On May 20th, a note was received from Frank Leta via BBB that they had mailed in the money to pay Santander Consumer, ***, the finance company for my vehicle. I viewed my account with *********, and it appeared that it was paid because all was left were the late fees that were incurred. I was satisfied with the outcome of Frank Leta keeping their word and moved on. I paid my money/May payment as I should on May 25th. I just received a message from ********* saying that I'm 23 days behind as Frank **** only sent one payment/check when they promised to pay 2 months (March and April). Frank **** did not keep their word and pay the total balance of $2,215.26, leaving me with a missed payment and points off my credit score. They have ruined my livelihood, they have the worse customer service, and I wish I would have never done business with them. I want them to issue the April payment of $1107.63 and be done with them for good. Can you help or should I contact an attorney?

  Cenessia Keys

  

  Business response

  06/28/2024

  We are sorry to hear that ************ did not have that posted to her account. We are getting those additional funds resent today. We wish her the best, thank you.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I loss my title to my car. I went to Frank **** in November to have them send off for a lost title . I paid a $50.00 fee and also did an odo reading and paid $12.00 for that . I came back in March still no title instead I greeted by they had lost the paperwork and the title was never re ordered. They reassured me that they could get this taken care . Last week I checked to see whats going on with the title. I was told that they still no information on my title Im unable to get to get my car registered.

  

  Business response

  05/18/2024

  We are very sorry to hear about the delay in title for *************************. We are currently looking into this matter and will connect with her on Monday 5/20 with an update of resolution. We wish her the best and will talk soon. Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced my 2020 ********** outlander which entitled me to get a portion of my ************* back $658.89 to be exact they said they sent the check to *********** Auto Finance at the time but they said they never received a check from them and asked for the check number and address in which Frank **** sent the check and Frank **** refuses to give me the information to track down my money I recently purchased another vehicle in 2024 and Im waiting on that refund of $940.89 the man in Finance ************* refuses to respond to phone calls or emails and when I went up to the dealership he didnt even remember the conversation Ive gotten the run around for a month and I just want resolution and my money Im owed and have been paying interest on

  

  Business response

  05/03/2024

  We are very sorry to hear that ****************** is upset with the turnaround time of the *** refund. Unfortunately, the expected time of completion is usually 6-8 weeks as there are multiple departments involved in the processing of the transaction. We are working diligently to resolve this matter in the most timely of fashion. We with the best ownership experience for ******************. Thank you.

  Customer response

  05/03/2024

  Its been since January of 2022 Ive been owed $658.89 exactly so that is well over the 6-8 weeks Ive contacted all parties involved several times Frank Leta finance department Jlewis said the check was sent to *********** Auto Finance they said they did an investigation and there was no check sent they asked me to get the check number and address they sent the check to trace it Frank **** refuses to give me that information and because Ive never received that check Im not hopeful that I will receive the new 1 they owe me for $940.89 which is for even more at this point they have lied because they know Im trying to track down the 1st check and that will bring credibility to the 2nd 1 they owe me in the end Ive paid interest on money that it missing or stolen this matter is not concluded or closed I will like information on the next step  perhaps media outlet because I cant be the only 1 this has happened to more people should know once you refinance or payoff your car and you have GAP insurance your entitled to a refund 

  I sent proof of all the documents including the money owed in 2022 of January was those documents looked at was the reason for my correspondence not articulated clearly because I said all of this in the first statement and only the second half was followed up on I NEED THE CHECK NUMBER AND ADDRESS THEY SENT THE CHECK TO ON JANUARY 11,2022 they have all the information they need to respond they told me it would take 3 days its been over a month 

  Customer response

  05/03/2024

  Its been since January of 2022 Ive been owed $658.89 exactly so that is well over the 6-8 weeks Ive contacted all parties involved several times Frank Leta finance department Jlewis said the check was sent to *********** Auto Finance they said they did an investigation and there was no check sent they asked me to get the check number and address they sent the check to trace it Frank **** refuses to give me that information and because Ive never received that check Im not hopeful that I will receive the new 1 they owe me for $940.89 which is for even more at this point they have lied because they know Im trying to track down the 1st check and that will bring credibility to the 2nd 1 they owe me in the end Ive paid interest on money that it missing or stolen this matter is not concluded or closed I will like information on the next step  perhaps media outlet because I cant be the only 1 this has happened to more people should know once you refinance or payoff your car and you have GAP insurance your entitled to a refund 

  I sent proof of all the documents including the money owed in 2022 of January was those documents looked at was the reason for my correspondence not articulated clearly because I said all of this in the first statement and only the second half was followed up on I NEED THE CHECK NUMBER AND ADDRESS THEY SENT THE CHECK TO ON JANUARY 11,2022 they have all the information they need to respond they told me it would take 3 days its been over a month 

  Customer response

  05/03/2024

  Its been since January of 2022 Ive been owed $658.89 exactly so that is well over the 6-8 weeks Ive contacted all parties involved several times Frank Leta finance department Jlewis said the check was sent to *********** Auto Finance they said they did an investigation and there was no check sent they asked me to get the check number and address they sent the check to trace it Frank **** refuses to give me that information and because Ive never received that check Im not hopeful that I will receive the new 1 they owe me for $940.89 which is for even more at this point they have lied because they know Im trying to track down the 1st check and that will bring credibility to the 2nd 1 they owe me in the end Ive paid interest on money that it missing or stolen this matter is not concluded or closed I will like information on the next step  perhaps media outlet because I cant be the only 1 this has happened to more people should know once you refinance or payoff your car and you have GAP insurance your entitled to a refund 

  I sent proof of all the documents including the money owed in 2022 of January was those documents looked at was the reason for my correspondence not articulated clearly because I said all of this in the first statement and only the second half was followed up on I NEED THE CHECK NUMBER AND ADDRESS THEY SENT THE CHECK TO ON JANUARY 11,2022 they have all the information they need to respond they told me it would take 3 days its been over a month 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle march 13 2024. I got a call on 4/1 saying that I need to come in to resign the contract. I was told that my payment would be delayed. I signed the paperwork. I got a second call and went to sign paperwork. I wanted the tags since I was resigning my paperwork. They told me they would pay for ticket if she was pulled over for not having tags.

  

  Business response

  04/26/2024

  We are sorry to hear that **************** is unhappy with her service. A positive customer experience is our goal 100% of the time. Unfortunately we are not allowed to reprint temp tags for any reason as per the State of ********. We wish **************** the very best in her future endeavors. If she needs any further assistance, she is more than welcome to reach out. Thanks

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been hearing their ads on the radio for months about $29 down and as long as you make $350 a week and have a job youre approved. I had went in on 3/16/2024 looking to get a car. After spending hours there I got denied. They kept informing me Id have to put about $3000 down. I had four people willing to cosign for me and everyone got rejected. Their ad is very misleading it is false advertisement. I had called the property today 3/19/2024 to speak with management and they brushed me off if they didnt care. It was a very embarrassing situation. before going to the property on 3/16/2024 I had called and spoke with the lady working at the front desk. She informed me that she has seen people in worse shape than me get approved with only having to pay as little as $100 to get a car. im considering hiring an attorney. they shouldnt be allowed to get away with this.

  

  Business response

  05/24/2024

  We are very sorry to hear that ******************** was unhappy with his visit to the dealership. Our goal is to get as many people as possible approved with little to no money down. We know how expensive things are now, and we try to make purchasing a vehicle as affordable as possible. In certain cases a customer may need to participate with some type of equity into the deal, as was the case for ********************. We understand that everyone's situation is different but we will not stop working tirelessly in our efforts to get our community into reliable, affordable transportation. Thank you

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a vehicle from this location but the dealership did not provide the title. The temp tags are now expired and they claim to have no idea where the title is.

  

  Business response

  03/20/2024

  We are very sorry to hear that ********************** is not pleased with his service. We provided the tracking information for the delivery of his title which arrived on 2/22/2024. I have attached the delivery notification as well. We would love for him and his family to stay in ours going forward and wish them the best. Thank you

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought a 2024 Outlander Dec 29th 2023....We still DO NOT have the paperwork to get it legal. OUR 1st payments is due we have nothing except an email saying we are LATE the loan company has never heard of ************ have still NOT paid off my trade in 16' Kia ********* we call I get someone eles saying "it's all taken care of the paperwork is in the mail"...I've received emails saying my credit will be effected now!!! The response I get is "We will take care of that" ???? as I drive around in my illegal vechile daily They say " oh we will pay any tickets" We are at our wits end NEVER AGAIN!!! Please beware! Any advice?

  

  Business response

  03/08/2024

  We are sorry to hear that ********************** is unhappy with the service provided. There was a delay in the funding of his deal which in turn delayed the title delivery and payoff of his trade. Since then all has been taken care of. We mailed his title and paid his trade off. We wish him the best in his future endeavors. Thank you.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from this company back in February of 2022. The vehicle that I bought was a 2014 **** focus. My down payment was ***** dollars . I started having problem with my vehicle within a week of having it . So I took it up to them they kept telling me there wasn't anything wrong with the vehicle. I took my vehicle back and forth up there for them to fix the problem. They didn't do anything. The third week of May ***** my transmission went out and I had to have my vehicle towed home. I continued to pay them for the vehicle even though it broke down. It has been sitting at a shop this whole time and now the shop is saying it is going to cost **** dollars to fix. They also gave me a title with no signature which is making it even harder to get it registered.

  

  Business response

  11/27/2023

  We are sorry to hear that Ms. **** is not happy with vehicle that she purchased. She did purchase her vehicle in February of 2022 (miles at date of purchase were *******). She came to the dealership on 2/24/2022 stating a "rubbing" noise while driving, which we could not duplicate (miles at that date were *******). She came to the dealership on 5/18/2022 for an oil/filter change (miles at that date were *******). She came to the dealership on 7/13/2022 with a concern on one of her tires that where she had incurred some side wall damage (miles at that date were *******). She came to the dealership on 10/17/2022 for an oil/filter change (miles at that date were *******). Based on the documentation from our service department, Ms. **** has not returned for any further work to be done since that date. We at Frank Leta put the highest point of emphasis on ensuring safe and reliable transportation for all of our customers. If she would like to get the vehicle to our service department, we would be more than happy to assess and evaluate any and all needs for her vehicle. We wish Ms. **** the best in her future endeavors and would hope that we can continue a relationship with her in the future. Thank you.

  Customer response

  11/27/2023

  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.
  
  Sincerely,
  
  Briannia Body

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to Frank *************** on July 24th, ************************************************************ any credit situation. My mother passed away in April, and her vehicle was given back to the bank (Ally) and I was in need of a car.I was approved for a 2021 Jeep Cherokee, however the note was about $220 over what I wanted to spend. I told them no several times and was willing to walk away to explore my other options.The finance manager ******************* made his way into the office, practically begging for my business telling me that the dealership would pay my first two months car note to give me a little time to stay ahead of these hefty payments.The plan was to refinance the vehicle in January 2024 for a lower monthly payment.Fast forward to October 2023. NO PAYMENTS have been made on my account at all.I spoke with several associates who assured me the issue would be handled. Since September I have been lied to and taken for a complete joke. I have been to the dealership several times to resolve the issue, and no one has helped me. I have sought legal counsel as well to handle this matter. This vehicle has been registered and during that process, I was given an expired emissions report. Just issue after issue Mind you I was harassed for several documents AFTER I signed my paperwork with the vehicle. They wanted all types of bank documents to ensure my account was legitimate. Which makes no sense because once the deal is done I should not be contacted repeatedly. On October 9th, 2023, I was told that the check was sent to the wrong department with Santander, and that it would be expedited. It has now been nearly two weeks, and no payments have been made at all. My account is nearly $2,000 past due and my credit has been impacted!My experience with Frank **** has been an absolute nightmare and it is still ongoing. No one should go to to this dealership even if it was the last dealership on Earth. It is a complete sh*t show.

  

  Business response

  11/14/2023

  We are sorry that ******************** is not happy with our happy services. We always stand behind our word and strive for 100% customer satisfaction. We have had steady communication with her during this process. We did, inform her of the check being sent to the wrong department at the lender. As soon as we were made aware of that, we issued and sent a new one back to them. The check was cashed by the lender on 10/25/2023.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the business to renew my car lease and I end up purchasing a car with being asked or told I was purchasing a car. I went to get my license plates at the DMV and they told me that I have to pay $2000.00 for personal property tax for the vehicle. I have been leasing cars since 2000 with Mitsubishi. This time went back to renew the lease. When the DMV told it was $2000 I was surprised because when I lease a car I never have to pay that amount. That is when the DMV told me I have to pay that because I purchased the vehicle. After that I went back to the car dealer to complain that what I wanted was to renew my lease not to purchase a car. I went to the Sales person Name ***** T. to change it to a lease because I did not ask him to purchase a car. He knew that I wanted to renew my lease on the vehicle. He talked with his manager and the manager said that it was impossible and that I could not change a purchase car to a lease. The sales person was talking with the manager about getting me a better monthly payment. He went back and forth a couple of times to give me a better price until I can not afford it. The amount of the monthly payments are $481. So, I accept the payment. So mean while there was no mention at all that I was purchasing the car, The word purchase was not mentioned at all through the transaction. So, then he brought the paper for me to sign and I assume that I am leasing a car because that was my purpose of being there. I signed those papers and I went to the financial office and he mentioned I did a good purchase and I asked him if I was making a purchase and he did not answer. He said everything is ok. His name ***** L. I want the car they gave me but not as a purchase but as a lease. They have put me in a purchased car without my consent.

  

  Business response

  10/20/2023

  We are sorry to hear that Ms. ********* is not happy with her experience. When Ms. ********* initially visited the dealership, she was interested in a "new" vehicle, she was shown some options and elected to continue the transaction at a later date. On the date of her purchase, she was presented with payment options on a "lease", to which she informed us that exceeded her budget. At which point she requested a lower payment, we then explained that a "purchase" option of the vehicle would accomplish the budget concerns. Ms. ********* was explicitly explained the term of the loan and the payment. She signed a proposal documents that shows; the vehicle, cash investment, term of the loan was 78 months, her interest and her payment, to which she signed. Ms. ********* came back into the dealership after visiting the DMV and we showed her some lease options on vehicle that had a lower MSRP but she again informed us that was out her budget. We have attempted resolution in the form of Ms. ********* acquiring a lease from our dealership and we were continuously informed that the payments presented were out of her budget. We operate with the belief that client satisfaction is the catalyst to a long and healthy relationship between the dealership and customer. We have attempted accommodation for the customer and we wish her the best. I have attached the both the invoice and proposal that Ms. ********* signed in case she would like another copy. Thank you.

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