ComplaintsforFrank Leta Automotive Outlet Inc.

• 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.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They will not give me the title to the car I bought from them. The car was in Cape Girardeau and I figured the paperwork would come with the car but it didn't so they told me they would let me know when the title was in.  I figured the longest it would take would be 3 days. It still has not arrived and no one has given me any type of update.  I cant register the car of get insurance without the title.  I trusted them in good faith but I have not heard from them.    I am disabled and they knew my situation and the urgency I had for getting a car.  After the papers were signed everything changed. They will not communicate with me. My temp tags will be out in September and they still have not given me the title to the car.  

  

  Business response

  09/20/2023

  I wanted to address the concerns raised by Mr. ****** regarding the delay in receiving the title for his Ford Explorer purchase. We take customer satisfaction very seriously at Frank Leta, and I appreciate the opportunity to provide some clarity on the situation.
  Mr. ****** did indeed sign a MO form ****, and our staff at the dealership made sure to thoroughly explain the process to him. He expressed a strong interest in purchasing a Ford Explorer from one of our sister stores in Cape Girardeau, and we were upfront with him about the possibility of an extended waiting period for the title transfer.
  As of the date of this email, we are still well within the "****" window of time for the title transfer. I want to assure Mr. ****** that we are committed to ensuring that he receives his title in due course.
  Our primary objective is to provide exceptional service to all our customers, and we sincerely apologize for any delays that Mr. ****** has experienced in this process. We highly value his current and potential future business, and we remain dedicated to resolving this matter promptly.
  We appreciate your understanding and patience in this matter, and we wish Mr. ****** the best in his Ford Explorer ownership experience.
  If you have any further questions or concerns, please do not hesitate to reach out to me directly.
  We look forward to serving Mr. ****** in the future
  
  
  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/1/23 I purchased a 2017 Jeep Patriot from them. I was told that I would receive the my title and plates in the mail as I live in Illinois Today is 8/3/23 and my temp tag from Missouri has expired. I was told by a service representative that they cannot issue me a new one. I called today and they told me to contact ******** in Illinois. I did so. ********* told me that they never received anything from the dealership. I called the dealership back they sent me to voicemail. Called again, sent me to voicemail again but to one with a full inbox so I cannot leave a message. Additionally they spelled my name wrong on ALL of the forms besides the Sales Contract so even if I had my title, I would have to get it amended by them. They also sold me a vehicle with a bad catalytic converter, back up camera, and brakes. The car also was missing its key fob. After fighting with them for a month they finally fixed MOST of those issues. My remote start doesn't work with they key fob and the brakes still squeak. Plus after the sales associate told me at time of sale that they would fix ANYTHING they tried to charge me for fixing the back up camera saying it doesnt affect the safety of the vehicle even though it is a SAFETY feature. How does this business have an A+ rating from BBB but a 1 star rating from customers?

  

  Business response

  08/07/2023

  We are sorry that Ms ******** is unhappy with our service. We at Frank Leta strive for 100% customer satisfaction. I understand her frustration and will work to get this resolved. Ms ******** purchased a used 2017 Jeep Patriot. On the original title. The assignment portion was full. . We had to order a new title from the state of Missouri to be able to sign the vehicle over to her. The title was ordered a few weeks before the sale. Which should  have given enough time to get the new title back from the Missouri Auto Dealers Association but the state had fallen behind. We have since received the title and sent it to ********* Licensing service via FedEx. I have also spoken with Ms ******** and assured her that I will make sure everything is taken care ASAP. She will contact me with any other issues. 
  Thank you Ms ******** for your understanding and look forward to working with you in the future! 
  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They got the price of the car to $11,000 but the car actually cost $17,000.00. They added $1600 for dealership group fee, $3000.00 limited warranted, and $1000 for gap insurance all of these fee I thought that they covered these fees. My wife car was driving the car one day and she called and stated that she was on a flat. I get there and the tire is hanging off. I look for a spare tire. There isn't one. I had the car towed to ***** and they informed me that the seam failed where the tread attached to the inner side of the tire, they recommended that I replace all the tires. The dealership did not want to take care of this issue, they said that the car passed inspection. I talked with a Manager and he said that I needed to talk with a sales manager, and that there was nothing much that they could do and that I should have had the car towed to them. The tire was defective. I go get the car licensed today, and I still do not have the title. When I got the car I asked them if there was a safety and Emission done and they stated that it was in the glove box. The Safety and Emission expired in May. I purchased the car in June. When I asked them if they would take care of it the cost of the safety and Emission inspection they said they will not do anything about it. I would like to reimbursement for the cost of the tires and to give me a legit safety and Emission inspection. I paid $638.05 for the tires and $36.00 for both the safety and emission inspection. Total cost of reimbursement I would like is $674.05.

  

  Business response

  08/21/2023

  We are sorry to hear that Mr. ***** is unsatisfied with his purchase. We at Frank Leta never want a customer to have these issues. Mr. ***** purchased his 2016 Hyundai Elantra on June 24th. On the date of purchase there were 109,xxx plus miles on the vehicle. 
  
   I would first like to address the additional fees that Mr ***** mentioned in his description. When Mr ***** agreed to purchase the vehicle he signed a document that clearly stated the additional products that were offered and accepted on his loan to protect him and his vehicle. Those products are as follows  Vehicle service contract, Maintenance and gap insurance. I do have that document if needed.
  Second, I would like to address the tire issue. On 09/01/2022 Our service department put 4 brand new Advanta ER-700 tires on the vehicle. The day of the tire issue Mr. ***** had the vehicle towed to another company close to him. At that time Mr. ***** elected to have the brand new tires we put on his car replaced with a different brand. We have used the same brand tires that were put on that car many times and have not had any issues that soon after purchase, which is why we requested to get the tire back to the manufacturer for inspection. We at Frank Leta have no control over that tire failing. As per Mr. *****'s statement we requested that he bring the vehicle up to our service department for inspection. Unfortunately Mr. ***** would not leave us the tire for inspection. We could not find out the true reason for the tire failure. Since we could not follow our company policy by having the tire and sending it off to the manufacturer to be inspected, We would not be able to participate in the purchase of a set of 4 bank new tires.
  Third, The spare tire that he states was in the Vehicle. The Hyundai Elantra does not come with a Spare Tire.
   I would be happy to find him one if he would Like. I would sell it to him at zero mark up on the price. 
  Fourth, Safety and emissions inspections were performed and passed on the vehicle the same day as all the initial work was completed. Unfortunately the inspections had expired due to the amount of time the vehicle was on our lot.
  Since, the vehicle has been reinspected and has passed both inspections required by the state. 
  In closing, I will be happy to answer any other questions that you may have. We wish Mr. ***** well in his future endeavors.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3 weeks ago I went out this car lot and wanted to purchase a used car that had over 100,000 miles on it. They asked or $13,000 and I came in with $2,000. I had plan on paying cash. I asked the salesman ******* ******* not run my credit because my identity had been stolen 3 times, and he did it anyway without me knowing. He also went to **** bank whom I owed money to due to having to return a car, and tried to get a loan without my knowledge. I didn't know this until I received a letter from **** bank. Yesterday I called the dealership to try to talk to a supervisor about what happened but no onw would respond. He did not have permission to run my credit or contact **** bank. Also by him checking my credit my score it dropped it lower.

  

  Business response

  07/26/2023

  Hello All, I am sorry to hear that Mr ***** is not happy with the outcome of his visit to the Dealership. Mr ***** visited the dealership on June/24/2023. On that day Mr ***** signed a credit application that I have on my desk. The signed credit application gave us the right to submit him to obtain an approval with a Lender. That approval would allow him to purchase a new vehicle. At that time we were unable to come to an agreement with a lender and Mr ***** left the dealership. 
  Frank Leta has been in the Automotive industry for 50 years. We would never run someone's credit without a signed credit application.

  There is nothing that I can or will do for Mr ***** at this time.
  Please let me know if you would need any additional information or documents. 
  Thank you 
  Frank Leta Mitsubishi
  

  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had bought a 2016 Ford Escape about February 10, 2023 and then when it was time to get plates, they didn't have a title to register my car. I went back to them to talk to them about it. They wanted me to drive on expired tags until they get the title. I was also having problems with my car radio, they didn't want to fix that either. They are always giving me the runaround. I am at the point to give the car back because it is not registered and to get my car radio to work.

  

  Business response

  04/03/2023

  We are sorry to hear that Mr ******* is unsatisfied with our service. I understand that there were 3 main issues to be addressed. Title, Expired tags, and Radio. I am happy to say that all of these issues have been addressed and that  this issue has been resolved.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my car from them two months ago. I purchased a 2018 ford ****** **** I have taken my car back to the dealership four or five times for repairs. Something is wrong with my gas, side mirror, and the side brackets to the mirror are coming apart, and they are making it seem like it is my fault regarding the mirror, but this did not take place until after they fixed the side mirror. Also, my tire pressure light continue comes on. Since I had the car, the car is eating up a lot of gas. The dealership informed me that it is the way I drive the car. This is not correct. I would like for them to repair the issues I am having with car, and I would like them to do something about the gas concern.

  

  Business response

  04/03/2023

  We are sorry to hear that Mr. ****** is unsatisfied with our service. Mr ****** purchased a **** **** ****** with ****** ***** on  02/11/2023. The main Issues we are addressing today are as follows; 5 return visits to dealership, side mirror issues, fuel consumption, and tire pressure light. After doing some research. It shows in our system that there have only been two return visits to the dealership. During those two return visits all issues were addressed. We replaced the side mirror. On the same visit filled the tires up to the proper PSI with air and the light went away. As far as the Fuel Issue, since the customer is not the original owner the mechanic had to reset the MPG system and the customer would have to drive to create history. We would be happy to have Mr. ****** Come in and reinspect the tires or any other concerns. Moving forward as far as we are concerned, we have gone above and beyond to address and fix this issue. I would like to thank Mr. ****** for the opportunity to earn his business.

  Customer response

  05/08/2023

  I purchased A 2018 Ford taurus from ***** **** ********** .2/11/22 and since I’ve had the car I have been up to ***** Leta more than 10 times because of issues I’m having with the car . The first issue was one of my rear view mirrors wouldn’t function properly so I had to take the car back up there for them to order me a new mirror and put it on then my tire pressure light keeps coming on . So I have to going up there for that . Then I had a problem with my key throb. It randomly stop working and the wasn’t cut at all for me to get in my car so I had to call a lock smith and purchase a whole new key because they didn’t have a spare key and they didn’t cut the original key . Every time I have been to ***** let’s I have been telling that something is wrong with my fuel and gas something is eating my gas up . They kept telling me it depends on how you drive that’s why your gas is going out so fast . I told that not the case because I drive smooth and something is wrong with car .they never fixed the issues or showed concern when I keep telling something eating up my gas and it not the way I driving . So I took my car to advance auto for them to do a diagnosis on the car . They said it a cylinder air 2 fuel imbalance going on with the car and that’s what’s causing the issue with the gas

  Customer response

  08/16/2023

  8/16/23 ** - Called consumer and left a voicemail about complaint being assigned to mediation and requesting a call back.
  

  8/16/23 ** - Consumer called me back and confirmed they are still seeking that the issue with fuel consumption be addressed.

  9/13/23 ** - Called consumer and let him know that I've made several attempts to contact the business but haven't received a response. He confirmed that he did have a warranty agreement on his vehicle. I asked if he would be able to get a diagnostic test done and he said that he would. I requested him to email me the diagnostic test and warranty agreement.

  9/20 ** - Called consumer and left a voicemail to follow up on our last conversation on 9/13/23. Requested a call back.

  9/25/23 ** - Uploaded images of the warranty agreement provided by the consumer. He requested more time to have diagnostic test done. I asked for him to provide a date that he will be have a diagnostic test done by. I'm waiting on additional information. 

  9/27/23 ** - Emailed ****** letting him know I will nee him to provide a diagnostic test by 10/6/23 and if he was unable to provide the test by that date, the complaint will be closed and reopened when he had that information.

  10/6/23 ** - Consumer did not provide a diagnostic test by today, so the case was transferred to the Mediation Director.

  

  Business response

  08/16/2023

  8/17/23 ** - Emailed business letting them know the complaint had been assigned to mediation, that the consumer was still seeking the issue with fuel consumption be addressed, and requested a response email or phone call on whether the business is willing to make an offer.

  8/21/23 ** - Called business and the operator transferred me to *** ***** but his voicemail was full. I selected the operator again and left a detailed message for *** ***** to follow up with me regarding the mediation case. 

  8/24/23 ** - Sent business 2nd email about complaint being assigned to mediation and requested a response email or phone call.

  8/29/23 ** - Called an alternative phone number for the business that was included in CID #********, and left a message regarding the complaint being assigned to mediation and requesting *** ***** to call me back.  Phone Number : ************ 

  9/7/23 ** - Sent an email to *********************"about complaint being assigned to mediation and requested a response email or phone call.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Mini Cooper from this company back in July. I t had a limited warranty. During the cold weather of December 2022, the check engine light came on. I took it into them to repair. they started to charge me $99 for the repair but didn't saying they would honor the warranty. On my way back home the check engine light came on again. I called them straight away and they told me to keep driving it would come off by itself. It didn't and I began loosing speed when I drove on the highway to get to my two full-time jobs. Now I am having to replace the car. They offered me no receipt for the work they may have done. I paid $18000 for the car and put down $2500.

  

  Business response

  02/22/2023

  We are sorry to hear that Ms ******* was unsatisfied with our service. Ms ******* Purchased the 2011 Mini Cooper on 07/26/2022. The Mileage on the vehicle at the time of purchase was 99,913. This was a Select Vehicle from our inventory which came with a 3 month / 3000 Mile Powertrain Warranty. From our records the vehicle was brought into the dealership’s service center in December. 5 months after purchase. The customer stated that the check engine light had come on. When our service technician went to address the check engine light. It was not on. At that point in time we instructed Ms ******* to bring the vehicle back when the light came on again. At no time was she charged the $99.00 Dollar diagnostic fee that is standard. Once, Ms ******* left the dealership. We received a call stating that the check engine light had come back on.  Our service manager ***** ******* reached out to ******* and requested the vehicle be brought back to the dealership. He even offered to have the vehicle towed and zero cost to her. She stated that she would be able to drive the vehicle back to the dealership. After speaking with Ms *******. She stated that she did try to drive the car back but did not feel comfortable driving on the highway. We have since reached out to Ms *******, towed the vehicle to our dealership, and are currently working with the customer to get this situation resolved. Currently we are waiting on the extended warranty company to send the adjuster out to inspect the vehicle. We would like to thank Ms ******* for working with us through this situation. At this point we feel we are gone above and beyond to get this resolved.  
  
  

  Customer response

  03/02/2023

  ***** **** ****** has responded back to me.  I have since returned the car to them because it wasn't running or working for me.  We are communicating with each other on a daily basis and will respond to my calls now.  They found out that the car needed a new engine.  I thought they had sold me a terrible car.  The car is in the air as we speak because they ordered an engine and had to send it back and had to reorder another engine to fix the car.  They are trying to see what they can do to get me out from underneath this loan.  I received their letter on Feb. 22 and they were sorry that I had felt I was not satisfied with their purchase.  They intend to go through the entire process of this loan until it is fulfilled.    

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car August 1. I had 30 days to get the car licensed. There were some issues that needed to be addressed, including: truck lid needed to be replaced, my driver's side door handle needed replacing. I went to register it. They hadn't given me the title. They told me they had had the title since August 4 and didn't notify me. I got a ticket as a result. They told me they would call me when the parts came in and every time I called they didn't know what I was talking about. They didn't give me the safety or emissions paper work, they told me I had to come in and get it done. I went in and the tests have already been done. So they didn't give me that paper work. I am a first time car buyer and I believe they took advantage of me. They ran my credit about 15 times. The sales person never followed through with anything. The car was filthy when I drove it off the lot.

  

  Business response

  09/21/2022

  We are sorry to hear that ********* is not happy with our services. 
  *** ****** Purchased her **** ****** ****** on 07/11/2022. The Vehicles Mileage was 88,324. There were a few cosmetic items that needed to be addressed. ** ****** addressed the cosmetic issues with a sales and service manager. The parts were ordered and most parts have been put on the vehicle. There is one part missing, the door handle cover. Which is on the way and may have to be painted. She will be contacted by our service department when the part is ready for Installation. The titling paperwork was ready as promised, and was picked up by her in person. At this point we feel  that we have gone above and beyond to take care of this issue. In closing we would like to thank her for her patience and understanding.
  
  

*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. ↩