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:06/10/2025

  Type:Delivery 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 a vehicle from O’Brien Mitsubishi on 04/15/2025. The vehicle is a 2016 Ford Explorer Sport I was promised that the vehicle would be serviced and repairs would be made, however the vehicle is a lemon. After purchasing O’Brien stated that the vehicle just arrived and needed servicing, I received a call 3days later informing me that my vehicle was ready. I arrived at the O’Brien and left with the vehicle. The vehicle was filthy in the inside no detailing the smell was horrible, by the way I asked for detailing and still have not received any cleaning service. While driving the vehicle that same I picked it up the vehicle was swaying to the left and was shaking. I returned the vehicle the next because I didn’t feel safe driving the vehicle I was told I couldn’t do anything regarding the vehicle until the person who sold me the vehicle returned from vacation. I was totally upset because I was talking with the sales managers why would I have to wait? I had the vehicle for maybe five days and the starter went out on the vehicle. I had purchased tickets to a show 3 months in advance and couldn’t attend because I didn’t feel safe in the vehicle. I returned to O’Brien numerous of times to see if repairs and was constantly getting the run around and lied to about the repairs. After returning 30 days after purchase O’Brien finally found what was wrong with the vehicle. I did purchase a repair insurance which covered the repairs. My issue is I need a full diagnostic from a Ford dealership on the vehicle because I was told by a friend that there is an oil leak O’Brien stated that it was a messy oil change. I also need the under carriage inspected by a Ford dealership as well. There’s hood damage on the vehicle and a large dent that I thought was going to be fixed. Lastly I need a full detail done to the vehicle. After picking up the vehicle I noticed that nothing was done and I am left to all the issues regarding this vehicle and that’s not what I wanted.

  

  Business Response

  Date: 06/23/2025

  In response to the complaint that Ms. ***** has filed:

   

  We have gone above and beyond to help Ms. *****.  When she purchased the vehicle originally, she came back approximately a week after her purchase with a noise issue that she was concerned about.  We had both of our managers go on seprate test drives with Ms. ***** so they could try to understand what she was hearing.  While on the first test drive, she used extremely foul language, shouting at our manager.  My first manager told her that he wasn't going to be able to assist her until she calmed down.  She did calm down and they drove back to the dealership and he requested that our other manager go with her and see if he could hear anything. The first manager could not duplicate the issue.  As the second manager got into the vehicle with her, she began her rant with him and continued to use extremely foul language again, and even became threatening.  He asked her to go back to the dealership.  We offered Ms. ***** a full refund and said that we would take the vehicle back, no questions asked.  She did not want to do that.  At that time, there was no damage to the car.  Ms. ***** left and then came back about 2 weeks later claiming there was damage to the car, blaming us and wanting it fixed.  At this point in time, we have done everything that we can to assist her.  She is unreasonable and frankly, not welcome back into the dealership.  Her language is offensive and behavior is unacceptable.  We offered to give her all of her money back and she didn't like that solution.  At this point, and this doesn't happen very often but we are just going to have to agree to disagree and we request that Ms. ***** doesn't come back into our dealership.  

• Initial Complaint

  Date:10/09/2023

  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.

  March 2023
  
  Bought a car for $26000 give or take.
  
  Stop gap denied because dealership owed us warranty reimbursement.
  
  Requested warranty reimbursement to cover gap.
  
  Filled out paperwork for reimbursement twice over the last several months.
  
  Credit reflects past 60 days due in reference to non payment from dealership.
  
  Have emailed dealership several times with no response.
  
  It is now middle of October and this is hurting our credit.

  

  Business Response

  Date: 10/24/2023

  We have reached out 6 separate times to communicate with the customer about this issue but have never had a returned phone call.  Multiple messages were left.

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because: This simply is not true. We have called O’Brian Mitsubishi’s finance department SEVERAL times and left our number each time. We have only got a response 2 times stating we needed to fill out paperwork that we had filled out 3 times at this point. Once when we bought the second car, once when they finally called us back the first time and then again when they called back the second time. O’Brian finally took action and refunded the bank AFTER submitting this BBB complaint as well as an email to the president explaining every issue we have had since purchasing two vehicles with them. It was a lengthy email. We have been in communication with O’Brian’s several times back and forth since this initial complaint and email. The fact of the matter is they owed either us or the bank a refund back when we purchased the car in March. Neither the bank or us had received it until the last couple of weeks. What reason would we have to lie about this? The company has every motive to lie. This matter still is not taken care of completely because of phone tag with accounting. The late fees are not yet posted to the bank and our credit still reflects more than 90 day late payments. 
  
  
  
  

  

  Business Response

  Date: 10/26/2023

  We have tried to call ******* 5 times since the original BBB complaint was filed.  3 messages have been left, since the GM's conversation with ******* a week ago.  We have not heard back from *******.  The General Manager has a plan to help this situation come to a happy ending.  Please have ******* call ****** ******** at the dealership.  He is here all day today.  

  Customer Answer

  Date: 10/30/2023

   I am rejecting this response because: I am not sure what I possibly have to gain by making this up. I am not sure how to get my photos to upload but cannot get them small enough even with the photo sizer on this site. We do have screen shots of all the communication. If needed for anyone’s records, I would be more than happy to provide them.

  They have tried to call *** during working hours, but his job requires him not to answer personal calls since he works with the public. He calls back as soon as he can. He called on a Wednesday and was told that ****** ******** is not in on Wednesday. *** and ***** have spoke several times over the last couple of weeks  they have also played phone tag several times. 

  
  
  Also I am rejecting this because, while the remaining balance was paid, they were not able to repair our credit. We were denied financing for a new roof (which we desperately need) specifically because of the issue involving this delinquent payment from O’Brian. 

• Initial Complaint

  Date:03/10/2023

  Type:Product 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 the vehicle on March 24, 2022 and drove the vehicle for approximately 2 weeks and noticed the transmission was slipping and the front end was making an extremely loud noise. I took it to ******** ****** dealership to get a diagnosis and they recommended that I take it back to Obrien as I only own it for 2 weeks. I made the appointment with their department and dropped it off and waited for 2 weeks with no contact. I contacted them multiple times about the vehicle and got their manager finally and he said they have an inspection sheet that shows nothing was wrong when I got the vehicle. After I mentioned another dealership had said these problems did not just happen they said they would work on the vehicle. Every week I attempted to contact them and they would transfer me to someone different who could not give me an answer or would say they are waiting on parts. After I demanded to speak with the owner after a month he did reach out and left an apologetic voice-mail but did not accept my return call. After a month I was told they could not work on the vehicle cause they are not a gm dealership. I asked to if they could take the vehicle back and they said I'm not eligible as it's used and outside 30 days and I would need an attorney. They did make my first payment and the deductible. Since it has been in the shop with another dealership 4 times and 2 times has been 30 days or more and my wife is constantly without a vehicle. I am also filing a complaint on the other dealership as they have not fixed the vehicle and charged my warranty company numerous charges and not fixed the vehicle. Had Obrien sold a vehicle that they say was in great condition and charged over market price, would not finance the vehicle unless I bought their warranty I feel that I would not be in this position. They would not originally give me a chance nor work with me but keep it for 30 days and then tell me I'm not eligible and get a lawyer. The vehicle is currently not drivable.

  

  Business Response

  Date: 03/23/2023

  *** ****** did purchase his vehicle through us.  Like all pre-owned vehicles that we sell, we put this vehicle through an intensive inspection process and found the vehicle to be in good working condition and one that we would be proud to sell.  It did in fact have an issue come up, a couple of weeks after the vehicle was purchased.  This doesn't happen often but from time to time, a vehicle can have an issue that it was not having when we performed the original inspection.  When *** ****** reached out to us about the issue, we told him that we would be happy to help him get it repaired and asked that the vehicle be brought back to our dealership so we could perform the work.  When we received the vehicle, we did find the issue that he was having and specific parts were needed to be ordered to get the repair completed.  General Motors had a national back order on the parts that were needed, so several weeks went by as we were trying to procure the necessary parts.  After several weeks of being unsuccessful finding any other dealer with the parts, he told us that the dealer that he had originally taken the vehicle to when the problem first occurred, actual had the parts in their inventory.  We told him that we would be happy to get the vehicle back to them since they were one of the only dealers in the country to actually have the parts on hand.  The repairs were covered under the extended service agreement (Warranty) that *** ****** had on the vehicle, and we not only paid his deductible, but we also gave him a check for $1,3854.34 that covered his first payment as well as a few items that were also needing repaired that were not covered under his extended service agreement.  We felt is was appropriate to cover his first payment that was due to the lender for his vehicle loan since his vehicle was in the service department for a couple of weeks after he had just purchased it.  This check was issued on May 24th of 2022 (see attached check).  *** ****** was frustrated about having the issue with his vehicle (rightfully so) but was pleased that we were helping him get it fixed and made the concession of taking care of his first car payment.  After that interaction with *** ******, we have not heard from him since.  He has not contacted us or made us aware of any issue of any kind since the last time we spoke which was 10 months ago.  

  Customer Answer

  Date: 03/28/2023

   I am rejecting this response because: As I stated in my original complaint, the vehicle was in Obrien's hands for more than just a couple weeks. It was there for over 1 month. I did ask for an invoice, but I was told they would not issue one because they did not do any work.  I did not hide the fact they did issue a check however, I felt it was not because they felt complied to do so. I had to call and complain to everyone until I received the attention of the GM who again left an apologetic voice mail but would not return my call.  They did not address the issue of unprofessionalism and basically passing the problem onto someone else. They are correct in saying I did not contact them after. As a customer, I did not feel comfortable taking my business back there again for the fear it was passed around to every other person, being told to get a lawyer rather than friendly customer service and this is not a GM dealership. Why would I take my business back to them. I did read their response to my original complaint again and again and they said they were proud to sell this vehicle. They did show me their service departments check list when they told me that was their proof, if or when I got an attorney. To date, my wife and children are constantly without a vehicle due to the ongoing issues it is having. If a person spends in upwards of $50,000 I would expect at a bare minimum kind service. Since the purchase of the vehicle it has taken a stress not only financially but emotionally on me and my family as we have many sports events to attend and a lot of times are forced to rely on family to lend us a vehicle. We actually have missed vacations and normal family things due to this. And to be frank, paying for a vehicle that's constantly in the shop for long periods of time. I have attached several invoices from the very beginning. There has been more than $10,000 worth of repairs on this vehicle that myself and the extended warranty company have absorbed. All of these issues were originally brought to Obrien's attention, but again they refused to give me an invoice so that one is not included. I recently received the vehicle back last night after a new transmission was installed. Looking through the invoices I believe and feel this is more than enough evidence to reach my desired outcome. I am not asking for anything extra nor special treatment. I am only asking for what I believe is fair. I would like Obrien to purchase the vehicle back for the price I purchased the vehicle for, along with my deductibles. 
  
  
  
  

  

  Business Response

  Date: 03/29/2023

  In response to the customer's last remarks, we don't tell our customers to go and get lawyers or attorneys.  We always try to find solutions to help navigate any issues customers are having with their vehicle(s).  As stated in the previous comments, we accommodated the customer with a solution back in May of 2022 that he was satisfied with.  Since then, the customer has chosen not to make us aware of any other issues, which is his right to do, it just makes everything more difficult for us when out of the blue, almost a year after the customer left satisfied, we are hearing about all of these issues and he is demanding a full refund.  For future recommendations, please keep the dealership informed of what is going on so whether it is us or another dealership, the dealership can have a track record of what is going on with the vehicle so we can better serve the customer.  We do purchase vehicles every day, so if the customer wanted to bring the vehicle in for an appraisal, we would be prepared to offer him fair market value for the vehicle based on the current mileage and condition it is in.  

  Customer Answer

  Date: 04/04/2023

   I am rejecting this response because: As stated in my original and second claim, I was not satisfied back in May of 2022. I was left with no other option or my family would be without a vehicle that we are making payments on for an unknown period of time. As I sit here and read these responses from Obrien, I still can't believe their customer service. To this date from my original complaint, I still have not received a call, email, text or letter from the dealership to inquire about my issue and/or inquire about the allegations of their staff. They would rather simply say we don't tell our customers to get attorneys and he was satisfied. This would imply that I am making false statements and I can assure you sir/ma'am, I am not making false statements. I have read all the responses from previous BBB complaints and surprisingly your owner has reached out to other customers with complaints. I would just like to know if the owner is aware of this issue and reviewed all the documents I have provided. Instead of trying to come to a comprise the individuals responding to my complaints keep going back to, it makes it more difficult for their dealership. You were made aware of the issues on more than one occasion. I called multiple times and received just about every department and each person would refer me to someone else and then when the GM was out on family leave, no one could, nor would make a decision. I was told to get an attorney, you are more than welcome to contact me and I will personally give you the name and description of both individuals. I understand this is difficult, I have been dealing with this for a year myself and spent an small fortune of my families money which again I am very surprised the dealership hasn't shown any remorse for a customer, because of the vehicle that was sold. I understand things can be overlooked and I have been nothing but professional when I spoke with any of your representatives. I do not agree with their response/offer, I have already spent over $50,000 for a vehicle and now Obrien would rather give me fair market price. Not only did they make money from my original sale,  they are going to give me way less than what they sold it to me for, then they will just turn around and sell the vehicle for more and make a profit off of my sale again. I do not agree with that outcome. I have taken the vehicle to another dealership and it was appraised at $29000 and KBB puts it at the same. I would be taking a $21,000 loss on top of all the repairs, new transmission, front end, rear end parts and everything else that is documented in the invoices that myself and a warrant company absorbed the cost of. All of these issues should have been addressed and fixed prior to placing the vehicle on your lot to be sold. I just don't see the fairness in this outcome. Again, I would like the vehicle purchased back by Obrien for the amount I originally paid. Thank you