North Coast Auto Mall

Good afternoon,  My name is Matthew and I am the Customer Service Manager here at North Coast. I apologize to you for your experience with us here as our goal is to always ensure that our customers leave happy. Will you please reach out to me at your convenience so that we can speak on the...

cost and potential reimbursal of the window? Thank you and I look forward to hearing from you soon.  Matthew C[redacted]

I am rejecting this response because: Every time I was scheduled to pick my car up, the date changed.  The date was changed 5 times for reasons such as, "someone lost the parts, can't find it", someone is out of town, we are waiting for a response from owner, just excuse after excuse that was not legitimate at all.  Not understanding that every time a date was changed, I had to spend money on Uber rides, rental cars, and took time off work thinking it was the day I was going to get my car.  If the damages were that severe, why wasn't the car totaled out? Which even your own service center didn't understand why it wasn't being totaled out.  I was given the response that because the company didn't have enough "equity" from the car, the owner decided to make the repairs.Managers were deciding rather to total it out or repair while the car sat for a week with no repairs being made.I received my car back however, cruise control doesn't work anymore, the repairs where not satisfying to the point I have to bring it in again which I have already spoke to service about.The customer service agent at LGM Financial was rude and no help and told it was my fault why it was taking so long.     The situation is not just about the car, it was the negligence, miscommunication, not keeping me up to date, and showing no sense of care or concern that I was without my car for over 30 days which has costs me over $1000I have contacted an attorney who is currently investigating the situation as well. The Service Center had my car for over 30 days.

Good afternoon,  My  name is [redacted] and I am the Customer Service Manager here. The delay in the vehicle being ready was that the damages suffered were far greater than was expected once my mechanics got a hold of the car. I apologize for your wait however it is my understanding that...

the car is fixed and the you, Brandon, have picked up the vehicle already. Thank you for your patience and I hope you have a great day.   [redacted]

My name is Oleg K[redacted] and I am one of the owner's on North Coast Auto Mall.Thank you for bringing this to our attention! Since receiving this complaint we have initiated the process to cancel all of these products. I'm very sorry that you were unable to reach anyone at the store, but the best...

point of contact is Leo B[redacted], the store manager. All of this has been processed already, and if you have any questions, feel free to call him at the store directly, or e-mail him at [redacted].We're sorry to hear that the vehicle was involved in an accident and want to thank your for your business and your patience. Oleg K[redacted]Managing Partner[redacted]

Initial Business Response /* (1000, 8, 2015/08/05) */
In the case of [redacted], I have investigated this matter with the assistance and full cooperation of the sales, finance, and service staff at the North Coast Auto Mall. Mr. [redacted] alleges that his vehicle has had mechanical issues, and that he...

has paid $1700 towards repairs. As a result, he would like for the dealership to issue him a refund.

Mr. [redacted] purchased a 2006 Mazda 3 on September 17, 2014 from North Coast Auto Mall in Akron. The vehicle is covered by a 24 month or 30,000 mile service contract, which mainly covers the major components of the power train. While the dealership understands that dealing with any mechanical issue can be frustrating: a used automobile, like any mechanical device that is subject to wear and tear, will require regular maintenance and repairs in order to ensure its continued use. Service records indicate that the dealership has serviced Mr. [redacted] vehicle only one time since he purchased it, and that Mr. [redacted] was not charged for the service visit.

Upon receipt of his complaint, our service department immediately began making attempts to contact Mr. [redacted]. The Service Manager spoke with Mr. [redacted] on July 23rd, and suggested that Mr. [redacted] have the vehicle towed in as soon as possible, and Mr. [redacted] agreed to do so. The Service Manager contacted Mr. [redacted] again on July 27th, because the car had not yet arrived. Mr. [redacted] indicated that the vehicle was being diagnosed at a repair shop owned by a friend. The Service Manager suggested not to have any repairs done at his friend's shop before contacting him so he could have the opportunity to get authorization for Service Contract coverage in the event that covered repairs were needed. The Service Manager has made several subsequent attempts to contact Mr. [redacted], but Mr. [redacted] has stopped answering his calls and returning his messages.

North Coast Auto Mall strives to achieve the complete satisfaction of each and every customer. The dealership was sorry to learn of Mr. [redacted] dissatisfaction as expressed in his complaint to your office. The dealership will continue to try to contact Mr. [redacted] and endeavor to address his concerns, and hope to move forward amicably in our relationship with him.


Thank You,

Oleg K[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been trying to get in contact with them. Last time I talked to them, the shop already took in the engine to have repaired. My friend was trying to call Jim at north coast before doing any other repairs but he had to ok the repairs and its costing around $1,800. I just want to return the car and be done with them.
Final Business Response /* (4000, 15, 2015/08/27) */
Mr. [redacted], we have tried to reach out to you on several occasions. We would be happy to repair this vehicle for you. Please contact Jim B[redacted] in the service department, and we will get the issues handled. Also, if you would like to reach me directly, please e-mail at [redacted] and I can assist you in facilitating the repair if you are having any issues contacting Mr. B[redacted]. Thank you.

Good afternoon,   My name is [redacted] and I am the Customer Service Manager for North Coast Auto Mall. A check was cut to Capital One and sent on July 24th for the balance of your loan.  If there are any discrepancies please feel free to reach out to me personally. The banks...

understand that it can usually take anywhere from 30-60 days before they are cut a check for negative balances on accounts so it should not be an issue. Below is my contact information, thank you and I hope you have a wonderful day. [redacted]Customer Service Manager[redacted]

Initial Business Response /* (1000, 8, 2015/05/05) */
Miss [redacted],
My name is [redacted], and I am one of the owners of North Coast Auto Mall. Upon receipt of this complaint I instructed [redacted] and [redacted] to get in touch with you. From the recent discussions I have had with them I...

understand the service related issue was handled.
You also mentioned some issues you had with the finance company. Although the two organization are separate, we did reach out to the operations manager [redacted], and he has made attempts to contact you but hasn't been succesful.
Please get in touch with him as soon as possible so we can work out any of your concerns. I appreciate you bringing up these issues, and we will strive to get them resolved. Thank you for your patience!
I can be reached via e-mail at [redacted]
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/05/06) */
The operations manager, [redacted] , called me and I was offered a 5% reduction in my interest rate and I can skip my next bi weekly payment (skipping payment doesn't necessarily mean I don't owe them that money, that was never specified). They also offered to lower my payments, but extend my loan term which makes no sense!!! How does that help me recover my repair costs? Since March I've spent almost $700 on repairs because the car is rusted out underneath. Took the car in for service and was promised a loaner. I repeatedly explained how it's important for me to have a loaner because I need to travel around campus for work and get my children around. The loaner car died while I was at the hospital getting treatment of a major health condition. I was late getting to an important engagement that I was hosting for my job and I was stuck, again, with NO CAR!!! That caused me so many problems professionally, my boss was upset!!! I called North Coast to say the loaner car broke down and was asked did it have gas? So on top of being asked insulting stupid questions I was given an unreliable car. Was that unreliable loaner car retaliation for me filing this complaint? Not to mention it was FILTHY!!!I had to clean the dirt and cigarette ashes off of everything. I had my radiator fixed while my car was there and I was told that they open at 8am. When I went to pick up my car, I was told that they would not release my car to me until the cashier got in the office. Not my fault the cashier wasn't in yet. So arguing with the service guy made me even later for work AGAIN!!!!! I asked for a manager, the guy in service said there was no manager and he wasn't sure who the manager's name is. The service person was a heavier set male, with glasses. When I asked about the loaner car, the service guy said it a 2004 with way over 200k miles, it happens, with such a cavalier attitude. This car is a money pit. The rust spots weren't addressed as I was told and I still hear the same clicking noise when I make a sharp right turn that I did before. North coast said it was my hubcap. It's not. [redacted] the service manager was very pleasant thru this process and returned my calls and was good with follow up. However, nice isn't enough anymore with this company. I told [redacted] that I needed to consult with my father regarding this because this company has been shady liars since the day I bought this car. I trust no one there! They did fix the radio and turn signals. They put new hub caps on it, but they owed me those anyway because they switched them out with old chipped ones the first time I took it in for service. I'm authorizing my father, [redacted], to help me with this situation because I need a mediator. I specifically asked for the warranty removed from my contract, and to put into a reliable car that won't be in the shop all the time. In the last year I've paid almost 6k towards this car plus the repairs it's ridiculous!!! I still think the salesman knew he was selling me a bad car when I said I wasn't going to go out with him. North Coast needs to respond to me via email. I'm spending way to much of my work time talking to these people especially after them making me late for work twice last week. [redacted]
Final Business Response /* (4000, 12, 2015/05/07) */
Miss [redacted],
Thank you for further corresponding your issues. I referenced your original complaint, where you mentioned that we needed to fix a radio. I know that we have done that and more since you originally filed this case.
I have personally followed up with [redacted], [redacted], [redacted] and [redacted] regularly to make sure this got resolved.
I know we had a hold up in getting a resolution to your finance company matters, but that is because the operations manager ([redacted]) was travelling for business in [redacted], and there was a substantial time difference. [redacted] did stay up late, and rose early, to help us maintain his day to to day duties, and to help get your issues resolved.
Based on your original complaint, we repaired the radio that you requested. We have also gone further to adjust the interest that you are paying with the finance company.
We have no issues removing the warranty from your account, but you will not be able to get anything repaired without charge at our dealership. Please understand that any vehicle, new or used, requires regular maintenance and repair. You have had this vehicle since April 2014, and I truly appreciate you making on time payments, and I hope that I can further assist you in getting this vehicle to the condition that you require.
In regards to the loaner vehicle - I apologize for the condition of the vehicle, and I would like to express to you the reason for that. As you mentioned, you are a very busy person, and came to our dealership in a rush. Many of our customers, if not all, are in the same position. Everyone is always rushing. We have a limited amount of vehicles that we offer as loaners. Officially, we have a non-loaner policy, but we do have a small fleet of about ten vehicles to accommodate issues that we warrant as "emergencies" like your own. Since the previous customer was in just as much of hurry as you, we didn't have time to clean and service the vehicle. We could have done that, but of course it would have cost you several hours of time. I hope that you can understand that we do our best to provide as many resources as possible to our customers, but we also have limitations.
In regards to the way our service director spoke with you, he will be reprimanded.
Please let me know if you would like to pursue the cancellation of your warranty, or if you would like to keep it to cover major repairs that this vehicle may require in the future. Also, since you had to deal with a dirty loaner car, I would like to offer you a full detail (shampoo, wax, the whole nine yards) free of charge.
Please let me know how you would like to proceed, thank you.

Final Consumer Response /* (2000, 7, 2015/12/23) */
I just received The loaner car is now ready 3:15pm let's see how long they take to fix my car
Thanks for your help
Shante P[redacted]

Initial Business Response /* (1000, 5, 2016/06/30) */
6/30/2016
Dear Sir or Madam:
Please know that we sold a very nice 2013 Dodge Ram 1500 to this purchaser and we believe the consumer is fully satisfied with the value and the vehicle. The motor vehicle title has been sent to the customer...

at the address provided on the Retail Purchase Agreement that the purchaser and the dealership executed on 6/2/2016. All official documents signed by the purchaser include the following information: [redacted], AZ [redacted]. This is the address provided by the purchaser. The motor vehicle title was processed accordingly and sent to that address. There is no proper way for our dealership to title a motor vehicle at an address that is different than the official address on the purchase documents.
In good faith, we processed the title and paid the Arizona state tax on behalf of the purchaser (but did not collect the tax from the purchaser in advance). While the tax liability is the responsibility of the purchaser, we expected the purchaser to act "in-kind" and to reimburse us for their tax.
In reviewing the purchaser's complaint, it appears that the purchaser intended to use a Montana address for the titling of the purchased vehicle and intended for the title to be mailed to the Arizona address. This may have been a communication break-down; however, the purchaser, while are our dealership and in our presence, signed all of the purchase documents with the Arizona address. The title was processed as the documents permit and within 30-days of the original purchase. Our records indicate that the title was mailed to the customer on Monday, June 27, 2016.

I am rejecting this response because: He does not have a clue of what happen the window was replaced but they never cleaned the old glass and it got into the vent. When he looks into the matter and can actually give a true apology for what went wrong then I will accept it Thank You

Initial Business Response /* (1000, 5, 2016/06/18) */
Contact Name and Title: Oleg K[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good afternoon,
My name is Oleg K[redacted] and I am one of the operating owners of North Coast Auto Mall. None of our advertisement...

states that there are no credit checks done at our company.
If you can send me confirmation of that advertisement, I would be happy to take a look and adjust, but I believe it may be fraudulent because we DO NOT advertise that.
We do offer flexible financing options to thousands of different customers, but unfortunately we can not get every single person approved for financing under their desired terms. Sometimes coapplicats are needed to get a final approval from a lender.
We strive to give every customer every possible option to get them approved!
Please send me an e-mail if you have any further questions, comments, or concerns to [redacted].
Thank you so much!

Good afternoon Mrs. [redacted],   After reviewing your complaint I instructed my managers to pull your files so that we can verify the information provided to you via the complaint. We offer our customers the most up to date Carfax report for all of our vehicles. Unfortunately there are...

times that the CarFax has not been updated by the previous owners, through no fault of our own. For that very reason we have our customers always sign a Structural Damage form when purchasing a vehicle with structural damage. We have here, signed by you and initialed in several places, the same structural damage form that I mentioned above. This form indicates that the buyer is fully aware that they are purchasing a vehicle with structural damage. It indicates that the buyer is signing this form prior to taking ownership of the vehicle as well as stating that the customer has been explained everything thoroughly. I am sorry that you feel that you had a poor experience with us and if you would like, we would be more than happy to help trade you out of your vehicle and put you in a new one while giving you a great deal. Thank you very much and if you need to reach out to me, my contact information is below. cell [redacted]

Good afternoon,   It is my understanding that the dealership has already reached out to the customer, sold her another vehicle and flat canceled her loan to help her out. Thank you.

Initial Business Response /* (1000, 5, 2016/05/12) */
We have reached out to Mr. P[redacted] in regards to repairs associated with the vehicle. He was scheduled last week and was a no show for his service appointment. Jim B[redacted], the service manager, called him and he said that the vehicle would not...

start, and Jim told him we would tow the vehicle. Osburn towing ent to retrieve the vehicle and it was not where it was said to be, nor could the towing agent reach the customer during the attempt. Jim called and left a message yesterday morning and did not get a call back and is still trying to reach them. We are looking to resolve this amicably. Please contact the service department at your earliest convenience so we can close this complaint. Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off your a liar. The car has a GPS tracker in it along with a auto shut off. Why don't you GPS the car and see if it was sitting here. The car was supposed to be picked up Friday and never was. I waited and no one ever showed up. The finance company called on Monday and asked if the car was picked up I told them no one ever showed. They called you guys. Jim said that they must have forgot. He called and said they would be out sometime today. Nothing again. So I get to sit with a broke down car again. This car is nothing but a issue. You lied on the car facts report and gave only a partial report and make people intial every document page when buying a car. But my initials are not on all the car facts pages because you didn't provide them. I would never have bought the car knowing it was submerged. Never!. Several mechanics said the electrical issues are going to be a on going issue due to the car being submerged. I want out off the loan. I can't put anymore money into a car with this many problems and your crooked way of business. I tried to bring the car in when I was having some issues but was told the turn around was around 2 weeks. That is unacceptable and plus no rental car. Then when these problems arose I was told I didn't have a warranty on the car and would have to pay. When I bought the car there was no stickers on the car indicating that is was ready for delivery. Ameer said that it is one that just came in. When I received the car after you said it was ready I drove it home and smelled oil burning. I popped the hood and there was a bunch of oil spilled every where on the motor. You guys said that you changed the oil and and filter and went over everything. I took the the car to Walmart for my first oil change the guys there said my filter hasn't been replaced for a very long time. The rubber o ring was stretched and ripped and oil was coming out of the filter slowly. Your company does shoddy work and lie to people to sell cars. Sell someone a 4500 dollar car for 22000. And a broke car on top of it. I have taken care of this car. I always made payments on time. I do not want to be stuck with a on going problem. I want out of this loan period. You can have the headache that you knew you were selling.
Final Business Response /* (4000, 13, 2016/06/18) */
To whom it may concern:
Our objective is not to lie to anyone here or anywhere else. We are trying to do everything we can to help you repair this vehicle, but if we can not get it to our service department, we obviously can not repair it.
I recommend you get in touch with Jim B[redacted] at your earliest convenience. You have owned this vehicle for just about a year at this point and simply cancelling your loan and refunding the money is not something that is possible.
The fact of the matter is that you are currently past due 60 days on this loan and the vehicle will be repossessed. This will very negatively impact your credit score. The best course of action here is to get in touch with Jim B[redacted], the service manager, work out a way for us to get the vehicle into working condition, and then work out a payment plan for the past due balance.
Jim B[redacted] is at the dealership Monday through Friday and every other Saturday, just stop by or call him to schedule something.
We want to help you here, but we need to come to a compromise.
Thank you!
Final Consumer Response /* (4200, 15, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is that you lied about the Carfax report. I have had the car at two separate mechanics. I showed them the Carfax report and they said this is going to be a on going issue. You lied about the Carfax correct? The car needs to be completely rewired from bulbs to the computer for these problems to go away. Both mechanics said the same thing. The car already has a junkyard computer in it due to it being replaced. So just replacing the computer is basically a Band-Aid. So how would it be fair bringing my car into your service dept when they can't change the oil correctly let alone rewire a car. What is the cost for that 3k to 5k. Are you willing to foot the bill and I will take it to the shop of my choice and have the work done? The reason why I stopped paying is because you sold a lemon and lied about the Carfax. Look at Google there are plenty of people that have had the same issue and problem regarding the Carfax. I'm not asking for a refund. I'm asking for the car loan to be cancelled or let me take the car to the shop of my choice and you pay that shop to rewire the car. Stop trying to take advantage of people. You have yet to answer any of my questions why you have lied. Is it that hard to admit fault for a shady deal. I will not pay for a car with this many issues. I took on some of them and more just keep coming up. Your salesman said we sell good cars to help people get back on there feet. Boy that's a joke he bragged about how many cars he sold in a month. Then you send some drug addict repo guys to my house. There tow truck wouldn't even start when they went to leave. You can't even hire a decent tow company to repo a vehicle ex. [redacted] ect. You hire [redacted]. Those guys wrote on there report that I said "f-you you aren't getting the car" that was completely false. I said when the Revdex.com resolves the issue then we can talk about giving the car back. So please next time don't send guys that are in there late 30's with no teeth and sores on there faces to my house. I have children and dont want to expose them to that. Thanks

I am rejecting this response because:
Ok I understand but this still doesn't answer my question as why I was not given or offered a warranty. Please explain that.

Good afternoon,   My name is [redacted] and I am the Customer Service Manager at North Coast Auto Mall. Please inform the customer to reach out to myself or [redacted] in regards to the repairs. I have already spoken to [redacted] and we would like to inspect the vehicle in order to gauge an estimate...

and potentially pay to have the vehicle fixed for you. We cannot put the customer in another vehicle as the customer has a legal binding contract signed with the bank for financing. Her vehicle no longer belongs to us but to the bank with which she is financing with. We will however be more than happy to look into the vehicle problems and fix them depending on what they are. If the issues are something that is not new but instead issues pertaining to the original problem that was fixed by us then we will cover it at no cost. The customer purchased a vehicle As Is, signing an As Is document acknowledging legal receipt of the vehicle and that she had every opportunity to have it inspected by a 3rd party mechanic prior to purchase. Please have the customer call me at the information below so that we may start the process of aiding in this situation. Thank you. [redacted]Customer Service Manager[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: [redacted], Owner
Contact Phone: [redacted]
Contact Email: [redacted]
Miss [redacted],
My name is [redacted], and I am one of the owners of North Coast Auto Mall.
We will be glad to repair...

this vehicle, free of charge. I spoke with our service director [redacted], our service manager [redacted], and our customer service manager [redacted] regarding this issue. [redacted] informed me that you and him originally spoke on May 13th, and that you planned on dropping the vehicle off on May 14th. From what I understand you were unable to keep that appointment, and the next available time we had already open was Tuesday.
I am sorry that we weren't able to see you on Friday like we hoped. Due to that inconvenience, we will be happy to complete your next oil change free of charge. He also let me know that we replaced a crash sensor free of charge.
I spoke with [redacted] this morning, he let me know that we replaced a fuel pump on the vehicle and completed a free detail. [redacted] also mentioned that you called after picking the vehicle up letting him know that there was some shaking while the vehicle was in park. He told me that you were supposed to return that day so they could take a look at it, but it seems that you were unavailable to come back.
If the shaking is still an issue, please reach out to [redacted] directly so that he can diagnose and repair the issue.
I hope that our service and repairs were satisfactory.
Thank you for being one of our customers, we appreciate your business, and we are always striving to better serve you.
I apologize sincerely for any inconveniences that being without the vehicle may have caused, but know that we will always do our best to keep your vehicle on the road.
Thank you, have a wonderful day.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
Since, I don't have [redacted] as my responder, [redacted],it sounds as if your angry for being put on the spot and exsposed, with the Revdex.com. Like I said, " The car I did test drive on May 11, I was told I couldn't get." There was no transperency from your team for inspection, the Focus was waiting for me when the other customer came in to trade it at the end of the night. Ford has done every oil change and all work including one of the bad parts that is an issue up to the 2017 model,It just gets the same symptoms 4 months later. Again I needed a car and NCAM did supply one but not without the highest cost they could think of. Ive been other places and these oer places agrees that Santander is gouging with NCAM's full help to do so. I see yiu asked me why I signed, if I knew of your shady practices then I would not have been a customer at all. It was the end of the day and I was last in the building, overwhelmed with no ride Home. I needed a car. Your team made sure I paid almos triple its worth for,. Yes I signed but your team also eanted to reep great benefits,swapping me out a car your existing customer came in with. That's all Im saying so NCAM cant be MAD ..I should be.  Please if you don't mind Supply me with my original bill for this SALE.. Thats all Im asking for...

Good afternoon,   I apologize that you had a poor experience with our service department. The vehicle took so long to get fixed because we wanted to do it correctly sir and yes you are correct, at one point we were deciding whether or not to total the vehicle. Some parts also took longer to arrive than others. Please keep in mind that you were under contractual obligation to have full coverage insurance which at the time of the accident you did not have. Had you had the insurance that was agreed upon when you purchased the vehicle, you would most likely have had a rental car provided to you after the accident by your insurance company. We cannot be held responsible for length of time taken to fix the vehicle, it takes however long it takes until the job is done correctly. Again, once repairs had begun, it was noticed that the damage was more extensive than previously thought so it took longer for the work to be done.It was decided not to total the vehicle because it was not in the condition that it needed to be in in order to consider it totaled. This helps you in several ways in that since you did not have insurance, had we totaled the vehicle, you would still be on the hook for the loan with no car to drive and no money to cover the loan. We did our best to help you sir, if you don't see it that way I apologize once again but there is nothing else that can be done on our end. Thank you for your patronage and I hope you have a wonderful day.  [redacted]

Best place ever. Allen A was my salesperson, him and his team worked past closing time to get me into the exact vehicle that I wanted, a 2015 Nissan Altima. It was a very enjoyable process in which didn't take much time. I would definitely recommend people and my friends to buy from North Coast and Allen. Thanks my new friends