ComplaintsforMedina Auto Mall

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/17/2024

  This has been resolved.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  02/10/2024

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

   

  Customer response

  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 response

  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

  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 response

  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 response

  02/18/2024

  I am still waiting for a response from Medina Automall.

  Customer response

  02/21/2024

  Medina finally paid for my key yesterday.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/02/2023

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

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I test drove a 2016 escalade but we couldn't come up with a price. So a week later **** called me back and we came up with a price. Before I drove off the lot it started making a ticking noise the touch screen was broke and the check engine light kept going on and off. I tried to return it they said I couldn't and they would fix the problem. They fixed the radio and the ticking noise but did not fix the check engine light. Fast forward the check engine light was for my starter and I had to pay the deductible to get my car back. I just want to be refunded (500) for the problem that was never fixed at the beginning. I tried to talk to the manager *** and he didn't call me back

  

  Business response

  04/24/2023

  We will reimburse ******** the $500.00 as an act of goodwill.

  Customer response

  04/24/2023

   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. Thank you

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in April, 2022, I purchased a 2012 Jetta Se. Before I got home the vehicle seemed to have a transmission issue. Every time the vehicle stopped it felt like the transmission was loose and slamming into the engine. The sales man was nice enough to have the vehicle towed to a shop at their expense to be looked and a rental vehicle was provided. The vehicle had numerous recalls on it that we’re fixed. I’m coming up to one year with this vehicle and it’s becoming more and more difficult to make the car payments because the vehicle is a lemon and has numerous issues with it. We called the dealership to let them know and they seemed concerned until we got there. Once we were there, they treated us like we were there to buy another vehicle and trade in the lemon of a car.. plus they asked if we could put additional money down. We couldn’t because all our money and credit was tied up in repairing the vehicle. Repairs from electrical wires, bad fuel lines, bad water pump, bad starter, cracked front axle, bad struts..just to name a few. Wear and tear I can deal with but these repairs were very costly not to mention the stress of having issues seemingly week after week. I almost prepared to walk away from this vehicle but I don’t think it’s fair that my credit get further tarnished due to something that was not under my control. I feel that the car was not thoroughly checked before it was put out on the lot. Just a bad trade-in that they took to help someone else get out of a lemon and into something better. I feel very blindsided by this dealership. The people were nice enough but I think their practices need to be reassessed when it comes to selling used vehicles. You have to check them. A lot of the issues this vehicle had(s) are very unsafe and someone could of gotten seriously hurt because of this vehicle. It was a irresponsible of them to even sell this vehicle…it should of been sold for scrap. I’d love a refund for all the repairs done… but that’s not likely.

  

  Business response

  03/06/2023

  We are sorry to hear the vehicle is having problems.  The vehicle did come with a 12 month / 12,000 mile powertrain warranty and we did make some repairs shortly after delivery as an effort of goodwill and absorbed 100% of that cost.  She has driven the vehicle 16,000 miles and therefor has exceeded the limits of her warranty.  We would still welcome the opportunity to have her bring the car to us for an inspection and asses what repairs might be needed.

  Customer response

  03/06/2023

   I am rejecting this response because:
  I’m not accepting nor am I rejecting this response. I stated in my complaint that the dealership towed, repaired and covered the rental upon being notified that the vehicle was having issues on the way home from the dealership. The dealership already offered to have the vehicle looked at by either their mechanic or another dealerships mechanic at their costs when we went up there and they tried to trade in the Jetta but we will have to pay out of pocket for the repairs. We were already over the warranty miles once the additional issues started which happens and I get that. What I don’t get is how the vehicle was put up for sale with issues? It is what it is at this point. I feel that the dealership had no choice but to absorb all the cost upon us leaving the dealership because there was no way that issue could of possibly have been our fault so soon after leaving. To go further, the We Owe paperwork states “Fix Check engine light”. So they knew something was wrong with the Jetta at the time of purchase. Thank you
  
  

  

  Business response

  03/07/2023

  She is correct.  The check engine light on the "we owe" was related to the transmission issue she had experienced.  We would still welcome the opportunity to have her car looked at to assess any current issues.  It may also help to have the service records for any repairs made over the last 15,000 miles as we could not find any additional service history except for a couple of oil changes noted on the Carfax.  

  Customer response

  03/08/2023

   I am rejecting this response because:
  
  
  

  Customer response

  03/08/2023

  [BBB transcription via email]

  
  

  Thank you for assisting with my complaint against Media Auto Mall. I saw the response this morning from the dealership admitting they were aware of the check engine light being on prior to the purchase of the vehicle. My understanding is that it is illegal to sell a vehicle with a check engine line on in the first place. Medina Auto Mall did not attempt to fix nor did they attempt to find out the reason for the check engine light being on prior to us leaving. It was only when we contacted them after driving the vehicle home from the dealership that day and telling them there seemed to be something wrong with the transmission that some action was taken. If we never called them they would not have fixed the issue. Their response to you implying that they knew the check engine light was on because of the transmission is false. They did not put the vehicle on a computer to check the code while we were there so how would they possibly have known it was the transmission throwing the code? Furthermore, if in fact they knew that prior, why did they sell the car at all?  Not to mention the vehicle had a huge crack in the windshield when we test-drove it that day. It was put out on the lot with a price sticker on the cracked windshield... they clearly do not thoroughly check the vehicles. Apparently, the windshield was in the service garage they did not bother to replace it until we discovered it was cracked. Why would you have a customer test-drive a vehicle with a cracked windshield? Doesn't make any sense to me. 

  
  

  I see that they are offering to do an assessment on the vehicle but I feel like it is too late for that. The full assessment should have been completed prior to the sale of the vehicle not after the repairs have already been made out of pocket. I was presented with this offer when my husband and I went to the dealership to complain about the vehicle having issues. They said they would have their mechanics check the vehicle and fix any issues at their cost. I felt that was unacceptable and did not take them up on the offer. We had our mechanic make the repairs on the vehicle so there wouldn't be a Carfax record of any repairs. If we went to the dealership service garage, it would have cost us thousands of dollars to repair issues that I feel should have been taken care of prior to the sale of the vehicle.

  
  

  I am going to mark this case as not being satisfied but with no response. I have feeling this will never be resolved even though they admit to selling a vehicle with a check engine light on. 

  
  

  
  

  
  

  Respectfully,

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

  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 GMC Terrain from this company on 12/28/2021. I had refinanced my loan and paid the loan off at the end of May 2022, I believe the 27-29th. I received a letter stating that my GAP warranty would take a few weeks to process. When I didn’t hear anything, I contacted them. They stated that it couldn’t be processed until I signed a form. Nowhere on the signed copy of the contract did it state this. I tried contacting the company that the warranty was through (AMT) and they stated that one did need to be signed. I went to sign with ***** (who was the finance person when I purchased my vehicle). He was smug and wouldn’t take a copy of my pay off letter and told me that my refund would only go from the date that I signed the request 8/19/2022, however the GAP contract stated that it terminated when the vehicle/loan was paid off. Furthermore, when I contacted the AMT, they stated that it went off the pay off date and to include it with my cancellation request. They said that it would take 4-6 weeks, after over 6 weeks I FINALLY got a response back after calling multiple managers after failed correspondence with *****. I’m contacting you to help me receive the rest of the money owed to me and also in hopes to inform anyone that is looking into doing business with them to think twice. From before I even got to the purchasing stage there were red flags with this company. Salesmen that had no idea what kind of vehicles they were putting their customers into, then moving onto the purchasing stage not going to honor my grandfather (who retired from GM) his employee discount to running my credit multiple times. This is in hopes that I can obtain the rest of my refund & to inform people who are in the market. I don’t want anyone to go through the headache and treatment that I’ve experienced with Medina Auto Mall.

  

  Business response

  10/06/2022

  We are sorry to hear of her frustrations and have looked into her policy.  It appears they did prorate her refund at the date of her signed request - 8/18/22.  We are happy to help facilitate an additional refund reflecting the end of May refinance date per her statement in the complaint.  $88.97 is the difference between the August cancellation and the May cancellation.  Please advise that is acceptable and we will facilitate a check promptly.

  Customer response

  10/06/2022

  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. Can you please have the company provide a date in which this will be processed?

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After many unreturned messages I was able to cancel a tire and wheel warranty on 6/11/2022. Was weeks after purchase of car. To date I or my lender has not received the $700 return of cancelled contract. I am currently within my 60 days of cancellion period and want to record this before time is up. I had many probs with this dealer and want to resolve this so I don't have to call daily and still be ignored. Dustin in financial said was in the works 2 weeks ago and nothing yet.

  

  Business response

  07/09/2022

  Today being Saturday, I will follow up with the office on Monday for the status of the cancellation and update this file.

  Customer response

  07/16/2022

  It has been another week and no refund. I feel as though they are trying to run out the clock on my cancellation period by ignoring me. I initially told them to cancel at end of May. They just shook their heads yes and then nothing until I was able to finally speak to someone June 11th. He said it was done. Still no contact or refund from them. I've called at least 2 dozen times since.

  

  Business response

  07/18/2022

  The tire and wheel policy was cancelled in time for a full refund.  Please know that the refund was sent to the bank that is holding the lien and will then reduce the balance owed.  The check was sent to his bank on July 11, 2022.

*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. ↩