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:04/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/25/2025

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

  Customer Answer

  Date: 03/26/2025

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/12/2024

  Hello,

   

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

   

  Medina Auto Mall 

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/17/2024

  This has been resolved.

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/05/2024

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

  Thank You.  

  Customer Answer

  Date: 02/06/2024

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

  Customer Answer

  Date: 02/08/2024

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

  

  Business Response

  Date: 02/10/2024

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

   

  Customer Answer

  Date: 02/13/2024

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

  Customer Answer

  Date: 02/13/2024

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

  

  Business Response

  Date: 02/14/2024

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

  Customer Answer

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/18/2024

  I am still waiting for a response from Medina Automall.

  Customer Answer

  Date: 02/21/2024

  Medina finally paid for my key yesterday.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 12/14/2023

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

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3, 2023 my wife and I spent several hours at Medina Auto Mall with the salesman and specified an automobile for order. We spent a great deal of time discussing that the car was to be used year-round. We were also given a current quote on our trade. It was a 2021 Land Rover Defender with approx 26K miles. We were told the trade value that day was $ 56,500 and that it would be reevaluated when the new car arrived. The new Cadillac CT4-V was specified and cost $53,965. A 500 dollar down payment was taken. No signature on paperwork, only initials because paperwork was reflecting tax. There would technically be no tax on the new purchase. The new car arrived 8weeks later and we went in to finalize the purchase. The car was not equipped for all seasons use as specified. The summer only tires did not allow for year round use as discussed. Although the Land Rover was now at approx 27K miles and 8 weeks older it was now worth only $47,000. We were shocked that somehow in 8 weeks it lost $9500.00 in value. Then came the back and forth time wasting negotiations. Some how they felt the incorrect tires were our issue to fix. Later having gone to the local Land Rover dealer, I learned we were basically deceived as to the original trade in value. The second value being a little closer to reality. Because we were now so far apart on trade value and the car was not fit for purpose, we asked the salesman / sales manager to refund the deposit. It has not been refunded as of 9/28/2023. The deposit needs refunded to my wife's ******** ******* credit card. I am filling out the complaint as she is working and has little time for this as she has made several attempts with the salesman to get the refund. It's all of a sudden nearly impossible to get a call through to the salesman or manager so I am reaching out to the BBB to help resolve our situation. Thank you in advance. Medina Auto Mall is located at **** ****** ****.

  Customer Answer

  Date: 09/29/2023

  Hello , this morning 9/29/2023 I was contacted by the manager at Medina Auto Mall and he has processed the refund that was requested in this complaint. He was helpful and understood the situation and accommodated our request.  My thanks to the BBB and ***** at Medina Auto for a quick resolution . Best Regards, ****** *********

• Initial Complaint

  Date:08/14/2023

  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.

  I went to finance a ram **** from Medina auto mall Saturday August 12th 2023. I traded a vehicle in and was returning with title Monday August 14 and after dropping title off and pulling out of parking lot my check engine light came on. I then turned around and came back in Medina Auto mall and tell my sale rep the issue. Manager then told me that they are not able to swap my vehicle for another one of equal or greater value and I could not simply return vehicle and get my trade in back because there is no policy of returning vehicles with Medina Auto Mall. Im very upset and angry with Medina Auto Mall because the fact is I only drive the truck from lot to my home Saturday and did drive on Sunday only to drive it Monday to bring title in and engine the check engine light is on. The only options I was given was to let them fix issue but Im paying for a $40,000 plus vehicle that has to go into shop for repairs a day after I sign the papers makes me feel like Medina Auto Mall has a habit of selling lemons and calling the Certified Used Vehicles. After going back and forth with Management since I felt I was screwed anyway I ask to be reimbursed for the first month of payments due to fact I havent driven the truck and now its going to shop to be serviced. Still not feeling that as a customer ** being taking care proper the manager agreed to pay half and put me in a loaner until problem is fixed. But this still does not sit well with me as a customer or a person or business owner

  

  Business Response

  Date: 08/15/2023

  We are sorry to hear the vehicle had an issue.  It is a simple repair of replacing an "active grill shutter".  The part was ordered and should arrive today or tomorrow and the replacement will take place shortly after it's arrival.  It is never our goal to deliver a faulty vehicle, but they are mechanical machines and sometimes parts fail.  The vehicle is certified and there is no cost to the consumer for this repair.  We provided a loaner vehicle at no charge and for his convenience, agreed to deliver the repaired vehicle to his home.  While a replacement vehicle is not an option, we did mutually agree to reimbursing half of the first payment as act of goodwill from Medina Auto Mall.  The total owed to the consumer is $398.49 

  Customer Answer

  Date: 08/31/2023

  Sorry for late response I did receive my truck back last Saturday on 8/26/2023 and was told the issue was solved. The issue has not been resolved I have had truck back for the last 5 days and engine light is back on and there is a fluttering sound when I hit the gas not sure if its the transmission or engine. Im currently on my way back to Medina Auto Mall today 8/31/2023. 

  

  Business Response

  Date: 09/02/2023

  A part is on order to correct the check engine light.

• Initial Complaint

  Date:05/20/2023

  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.

  I went to Medina Auto Mall April 20, 2023 bought a car they told me the car went through inspections by the time I got home my brakes were bad a week later my check engine light came on. I reported this problem numerous times they told me to call the warranty department the warranty department denied me so now I am paying for a car that I can’t get tags for or plates I took it to go get diagnose. They said it was not safe to drive my car so now I’m stuck with a car that I have to pay for but can’t drive it.

  

  Business Response

  Date: 05/22/2023

  An appointment with service has been made for Wednesday the 24th of May.  We will address all concerns at that visit.

  Customer Answer

  Date: 05/22/2023

   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.

  Customer Answer

  Date: 07/15/2023

  [BBB transcription via duplicate complaint]

   

  
  I bought a car from the ***** Automall April 20 I Recents then Ive been having problems first check engine light come on Saying it have oil pressure problem then my transmission is having problems. I took her to go get diagnose it say replace transmission and I promise I still keep going on.
  

  

  Business Response

  Date: 07/17/2023

  [BBB transcription via duplicate complaint]

   

  We are sorry to hear about these issues.  We will reach out to the customer for a resolve.