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:05/30/2025

  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.

  I purchased a car from the Clay Cooley Mitsubishi with the salesman ***** When I bought the car, a week later, the engine light popped up, and **** was notified. **** stated that he would send the diagnosis from the engine light so he could review it. Time goes by and nothing was done about the engine light issue. I took the car to the ******** dealer who did fix the issue and I was never refunded. The ******** dealer also said there was a leak in the radiator on the left side of the tank, the bushel on the left lower front was detached, the car needed suspension repair, and transmission service. **** said it was my purchase, and I had to deal with it. Not only was I sold a car with all these issues, but I was also given only one key that was programmed, and it was not the actual key to the car. **** instructed me to use the **** Cooley program to obtain another key, and that I could visit any dealership. I called **** Cooley ***** of ****** to follow up. I spoke to *** in the service department, who informed me that he could not file a claim for replacement keys if the keys had not been lost. *** stated that, by law, I am required to receive the keys, and **** would need to write an IOU for an additional key. ***, the finance manager, responded with a "no" and stated that he would not be paying for anything, then hung up on me.

  

  Business Response

  Date: 06/06/2025

  Customer has been given her second key

  Customer Answer

  Date: 06/12/2025

  Better Business 

  I spoke with ****** **** the new manager at the location. He listen and apologized for what happened and that he does conduct business in that manner. He made sure that I received a replacement key. I really appreciate that effort ****** provided to make the situation better. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/30/2025

  Type:Billing 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 April 26th, 2025, My wife and I traded in our 2022 **** Bronco for a 2025 Mitsubishi Outlander and Clay Cooley Mitsubishi of Arlington. We paid ***** down payment via debit. The dealership agreed to pay ****** dollars for our ****** and called Truist, where the Bronco is financed and received a 10 day payoff, as normal. After the contracts were signed, we drove the new vehicle home. A few weeks later we received an email with a late notice from Truist, so I made a payment in order to not be delinquent. I then called **** Cooley and they said that it should be paid soon. A couple weeks past and it still was not paid off. It has now been 33 days and still has yet to be paid off. I have contacted the dealership at least 5 different times and each time they say they will check on it and call me back.

  

  Business Response

  Date: 05/31/2025

  We are determining what caused this error, getting it handled, and then will reach out to the customer for confirmation. Our sincerest apologies for this inconvenience.

• Initial Complaint

  Date:02/28/2025

  Type:Billing 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 2/8/25 I went to Clay Cooley Mitsubishi to buy a used Tahoe they were selling and trade in my 2018 **** Expedition. My trade in was inspected by the manager, and an offer was given to me on my trade in, which I accepted. Numbers were agreed upon, and paper work was signed to trade them my Expedition for their Tahoe. I received notification approximately a week later that the monthly payment due date was approaching for the Expedition that I had traded into the dealership. I called the loan company of the expedition who stated they have not received pay off of the vehicle I no longer have in my possession. My husband called **** Cooley dealership and was told by the manager that that discovered and transmission issue with the vehicle I traded in and stated they were unsure if they would pay my trade in off, they stated they would give us a call back and let us know if they would pay it off or not. My husband and I have called the dealership multiple times and left many voicemails and nobody will call us back. As of today, 2/27/25 the Expedition that I traded in has still not been paid off by **** Cooley and the payment on that vehicle is late. This has been the worst car dealership experience I have ever had, and my family gets new vehicles often. The manager should have noted any issues that my trade in had during his inspection while we were still at the dealership, which is located 2 hours away from where we live. Nobody every called to let me know there was an issue, I realized my payment was due, so I called them to see what the hold up may be and that is when they said we are unsure if we are going to pay off your vehicle.

  

  Business Response

  Date: 02/28/2025

  The General Manager reached out to the customer and bank to verify that the Trade-in check was received by her bank the 19th of February.sending verification to customer..

• Initial Complaint

  Date:02/04/2025

  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.

  My ID was used without my permission, knowledge, or presence at Clay Cooley Mitsubishi in Arlington, *****, to create an over $49,000 debt in my name as a result of **** Cooley accepting false ID and forged signatures. They allowed a woman to finance a car in the name as a man (mine) without my ever being present and they never validated my ID. She even gave a contact ID to them which contained her name. This fraudulent account has wrecked my credit. (It was financed by *********.) I have never seen this car and it has not ever been housed at my address. Because of their poor business practices and the credit impact (made by late payments and a poor payment history), I am asking for a refund on all money paid in my name and also an apology as they correct my credit history with all credit bureaus.

  

  Business Response

  Date: 02/14/2025

  This is a valid sale/purchase. This is between the daughter and her Mom and Dad.  It appears that it was her birthday and Dad wanted to help buy her a car (Dad even wanted a picture of her with the car).  Dad is not mobile so she took docs to him to sign.  I am forwarding all the documents to the Cedar Hill Police department as well so that they know a false police report was filed and that it was not a fraud deal. 

  We have the car back, but the daughter wanted to assure us that her Dad did in fact participate fully in the purchase.  

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  I responded to the dealership from a car posting on their website, the sales price that I was presented was $18,591 yet the sales price on my paperwork before tax and fees is $22,600 they did explain that they added $2,500 warranty( was not verbally disclosed during the transaction) and $1495 for another warranty, However that still does not explain the price difference. My salesman was **** but after speaking with the sales manager ******, he was also confused about the price difference and was unable to explain, and offered me $1,000 in the form of a check on 09/06/24 ( I have not accepted the check). I feel like Im about a dead end was taken advantage of and would like to know they best way to resolve this matter please

  

  Business Response

  Date: 09/17/2024

  We are sorry to hear that you had an unsatisfactory experience with our sales team.  It is my understanding that our managers have reached out to you to help better understand the fees or optional insurance products that are often associated with a vehicle purchase.  When you have an opportunity, please call us back or stop by the dealership so we can help you gain a better comfort level with the documents you signed.  We would love to even freshen up your car with a wash while you meet with a sales manager or finance manager.  We appreciate your business and look forward to seeing you soon!   

• Initial Complaint

  Date:06/19/2024

  Type:Billing 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.

  6/14 ********** salesperson, information was inaccurate throughout the process. I saw a car for about $8614. I test-drove it and was okay. *** kept running back and forth to whoever dealt with pricing and bought back a printout stating that the vehicle was $17000+ and with processing costs and fees of $23000. I informed him that the price was incorrect, and he appeared confused, so I had to pull up the ad from the internet. After about ***** minutes, someone from finance came out and asked if we could finance through them, and I answered no. He went back, and *** came with a new printout. This time, the vehicle was priced at ******** instead of the price listed; when asked why the price difference, he mentioned mandatory prices for a locator device and a ******** warranty plus the processing fee, bringing the total to *****. I were informed that we could return the car in 3 days or exchange it in 7 if unsatisfied. Once we sat down with the finance guy to sign the paperwork, he broke down what was included in our purchase and how the 12-month coverage was complimentary. When asked about the additional $1000 charge, he stated that *** included a 12-month optional bumper-to-bumper warranty on top of the complimentary coverage plus an extra $900 for a mandatory device. Again not what was told to me by ***. I noted that the information on the application (birthday, license number, and address) was incorrect. I became frustrated with cloudy judgment, I signed the papers. I was informed that the paperwork would be emailed. I have yet to receive the documents. I contacted them on 6/18, explaining my dissatisfaction and wanting to exchange it due to not being able to return it being out the window. As mentioned before I purchased the car. Yet this isnt being honored,and no one is helping. I was also informed that my documents had to be picked up because they were not able to email documents as such. This business has been such an inconvenience and has shown fraudulent activity

  

  Business Response

  Date: 06/19/2024

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

       We are so sorry that you were unhappy with your recent purchase from Clay Cooley Mitsubishi!   Your satisfaction is important to us and although you did sign the documents and take delivery, we are willing to refund your purchase if you would like to return the car.  If you are happy with the car the other option is to refund the difference in the sale price you saw online and the price that you paid.  We do have multiple advertisements on various third-party sites and occasionally a price is displayed in error.   We apologize for this inconvenience and look forward to either solution that you choose.  Someone from our store will call you today to discuss your decision.

  Best Regards

  ******

   

  Customer Answer

  Date: 07/15/2024

  Complaint: 21870832
  
  I am rejecting this response because:
  The person listed is not myself. That states a ******************. My name is *******************************. Im in agreement about receiving a full refund but want to ensure that its for the correct person. I have already returned the vehicle and the vehicle has since been purchased by another customer. I have included conversation from my bank and a letter from the dealership stating I was cleared, to later find out from my bank that the loan was still active and that I have a payment due soon. Ive been going back and forward between both the bank and dealership to get this cleared before Im impacted in a negative way.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 07/15/2024

   The General Manager put my name on the response in error instead of yours.  I am the Manager for BBB complaints, for Clay ********************** ********** which includes Clay Cooley Mitsubishi the response was for your complaint.

  Thank you

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I truly appreciate the clarifying and apologize for my mistake. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/15/2024

  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 took my car into Clay Cooley Mitsubishi of ********* on the Tuesday the 9th at 7am due to having some issues with shuddering in the front when i press on the gas to quickly as well as brakes squeaking and oil filter and fluid change. I had asked them specifically to look into the transmission and do a transmission fluid flush recommended by my mechanic who could not service the transmission being a CVT and needed some special tools. The next day they let us know they could not find any codes or anything wrong with the transmission. They did a transmission fluid flush since its a little over 100k miles and rear brakes and oil change. Picked the car up on Wednesday and everything was feeling fine in the car. Thursday when driving home from work the car started to jump rpms while cruising speeds ******* rpm randomly, thinking it was the new fluid doing this I drove to work friday and after work is when my transmission did not shift into any gear. I called clay ********************** and towed it there. My girlfriend went down the next day Saturday and that's when they told us that what we did with the transmission was a "BAND-AID FIX". after telling us there is nothing wrong with the transmission what they did was a BAND-AID and proceeded to tell us that "even if they told us the transmission was broken would we have been able to buy a new transmission at such a high price", well I would not have spent 300 on flushing if there was a bigger problem that was brewing. We brought our car into the shop to get it FIXED not have a band-aid put on a bigger problem and not even have the problem explained to us. The fact that they assume right away we can not afford to have certain things done to a car is ridiculous i don't care how "poor" i might look i brought the car in specifically for transmission issues and if that meant replacing the transmission you should have said that instead of everything is fine with the car. My car is my job and how i make money and now they have hindered that.

  

  Business Response

  Date: 04/16/2024

  Customer originally brought vehicle for multiple concerns on Tuesday April 9, 2024. Customer stated having issues with vehicle shifting,brake noise and oil change, customer approved diagnostic (vehicle did not have any check engine light codes). Mitsubishi Master technician **** took the vehicle on a test drive but was unable to replicate the issue. The technician drove the vehicle back to the service shop and connected the Mitsubishi diagnostic scanner to communicate with vehicle for stored engine/transmission codes (no codes apparent). 
  At this time the technician had completed the diagnostic and recommended a transmission fluid exchange service as a starting point, as there was no service history for the vehicle in CDK and CarFax. The technician also called and spoke to customer regarding the transmission concern communicating the diagnostic results and not knowing the current condition of the vehicle from any previous repairs (customer approved transmission fluid exchange service). The technician completed the transmission service, reset the vehicle back to basic settings and drove the vehicle for quality control, vehicle drove normal, no codes. 
  The service advisor called the customer on Wednesday April 10, ************ is ready for pick up, and the customer drove the vehicle home. After several days of driving, the vehicle was towed back to the service department on Saturday April 13, 2024. The technician scanned the vehicle with the diagnostic scan tool again, this time with current active codes for transmission. Offered to further diagnose vehicle (no charge) with current transmission codes as a starting point, vehicle is currently in shop for teardown of transmission

  Customer Answer

  Date: 04/21/2024

  Complaint: 21573536
  
  I am rejecting this response because: This dealership continues to fail in regards to customer service but also in the fact that they continually try to misdiagnose my vehicle and once again are trying to band-aid this situation which I have demonstrated I do not want a band-aid on my problem I want the problem fixed and I do not want to buy a new car. If what we had done to the car the first time was presented to us as a Band-aid fix which hearing that assumes you have found a bigger issue in your diagnostic work which you mention you found nothing but than mention the transmission fluid flush was a band-aid for a bigger problem. I have attached a document from the National Highway Traffic and ********************* which seems to be a TSB or technical service bulletin from Mitsubishi for the 2018 Outlander sport 2.4L among other models that are known to have a Shudder or surge in the engine. Unfortunately I found this only after I had taken my car back due to the car not shifting into any gear and experiencing surging in the transmission which I made an appointment to take my car back before the transmission decided to no longer shift. No one had mentioned this service bulletin or the fact that this is a common issue, which was the main reason I was bringing my car in was shuddering in front either from transmission or engine. Now that they have had time to look into my vehicle and figure out the new problem of the transmission no longer shifting into gears and surging I have been quoted for a bad AT shift solenoid. I than asked the technician before i sign off on anything so we can get this fixed can I get a cost breakdown between the parts that you will put on the car to fix the issue and the hours of work etc, just because the first quote was the price of the entire job and the part that went bad and knowing what little I do about solenoids the cost seemed high I also wanted to know if this will fix the shifting and shudder( the original problem) . A couple hours later I was than informed that I would need to now pay for more hours of diagnostics due to them needing to tear down the whole transmission to know if all I will need is a valve cover or a new transmission. It very much to me seems like if I had accepted there proposed solution to the problem this would have been another Band-aid on a potentially bigger problem. I am not sure why I was quoted a fix when the diagnostic work had not been fully done to make sure my transmission would be back to working order. And if this fix that I was quoted for only fixes the shifting issue that was brought on after the original service of fluid in transmission why was I not advised to do further diagnostics on the transmission previously when first brought in if they believe a tear down is necessary now to diagnose the original shuddering problem. The last reason I say misdiagnosed is the matter of the mileage on the vehicle, I have attached the document of the initial service advisor invoice report detailing at the top the mileage of the car going in and out of the dealership. The mileage does not change meaning that they did not take the car on a test drive or at least a long enough drive to replicate the issue. The shuddering was specifically described as happening when first pressing on the gas when stopped and while making turns when stopped and accelerating, the fact that mileage did not change on the vehicle to me indicates that the car either was not test drove or did not get test driven further than 1 mile. This does not scream to me trust in the mechanic, or in the dealership service center and brings into question the whole service that I have paid for and will pay to them in the near future to fix the transmission.
  Regards,
  
  ****** *******

  

  Business Response

  Date: 04/23/2024

  The following vehicle is a 2018 Mitsubishi Outlander Sport with approximately ******* miles. ** per our previous response, said vehicle has no service history in CarFax or our ***************** Systems (DMS)/Cobalt ***************** (CDK Global). The recommendations for transmission service is at the following intervals: 30k,60k, 90k miles etc. The customers could not provide us with any service records or history. We cannot determine any prior condition(s) of the vehicle without codes or service history. The first step in the recommendations was a transmission service as a starting point. The identical recommendation was provided by the customers own mechanic. We consulted with the customer and was provided permission to remove the transmission pan (no charge). The transmission pan did not have metal chunks which would have indicated a damaged transmission. Our technician could not determine the failed component without further tear down. This includes removing the transmission valve body from the transmission and would result in additional teardown charges. The Mitsubishi ***************** Bulletin (TSB) mentioned by customer is for qualified vehicles still under the manufacturer warranty status (100k miles powertrain) and should be performed while vehicle is still under the factory warranty on a customer complaint basis only. This is per the **** No TSB history performed in Mitsubishi Motors North America records for this vehicle, TSB SR-****** ECU Software Update. See attachment for mileage discrepancy, a screen shot of the "technician page" scanned to our data base/CDK, shows that the technician in fact drove vehicle an additional 2 miles. We are at a standstill and are currently awaiting the customers permission to continue the tear down.

• Initial Complaint

  Date:09/18/2023

  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.

  Buying process was simple and easy. Then the real problems began: This dealership failed to file my title paperwork within the legal timeframe when I bought my car this last February (2023). After multiple attempts to call and get help that were unsuccessful, I was finally put in contact with their title clerk (***********************) who told me the reason for this was that they moved offices and LOST my paperwork and gotten it mixed up with a different car owner's. They magically located it again when I called and were able to file it supposedly, and have been issuing me temporary permits now for months, which take forever to receive when I email, and I always email a week before it expires. They are unresponsive and laggy, so sometimes I don't get a permit and can't use my car for a day or so because of their slow response time. I've asked for an explanation only to be all but ignored (the only info they're saying is that they're having trouble getting the title switched over from ********** - they haven't given me any other details). Not sure why you'd sell a car to a highly qualified buyer if you don't have the title ready. I have also spoken to the title manager ***** who has promised to now get involved and attempt to "expedite" the process (what took you this long?), but still won't explain what exactly the delay is. Yesterday (Friday, Sept 15, 2023) I was also told they would have my latest temporary permit to me and a copy of the license plate paperwork that was filed with the *** to me by end of day - this never happened and now I'm stuck at home legally unable to drive my car or I could be ticketed. The multiple excuses and delays indicate that something is terribly wrong here.It's now been 7 months since I bought the car and I have no license plates and no clear timeline on the title paperwork being switched to my lien's name. It's impossible to tell whether something malicious is happening or the title office is just completely incompetent.

  

  Business Response

  Date: 09/26/2023

  We are working with this customer and are in the process of resolving issue

• Initial Complaint

  Date:07/12/2023

  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.

  I purchased my 2023 eclipse cross in march/ april 2023 and asked to get gap, extended warranty and an oil package on my new car. This was non-negotiable in order for me to leave with a new car, these would have to be included. Come to find out today after 3 months of having the car, that these items that were confirmed by ****** and *****, were not added to my contract. ***** and ****** told me that this would be *****'s fault as they would have declined the loan. Upon speaking to *****, this is not the case. They should have offered these and included the items that I asked for. Buyer beware as this is a shady scam tactic that this dealership has now done and I'm without an extended warranty or gap insurance because they can't add it now! We will be filing a lawsuit if this cannot be resolved.

  

  Business Response

  Date: 08/02/2023

  Good Afternoon,

  We have spoken to *********************** and agreed to give her the maintenance package she wanted at no charge. She gratefully accepted and we also explained the she has a 10 year ****** mile warranty with her vehicle already. 

  thank you 

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

  General Manager

  Clay Cooley Mitsubishi

  Customer Answer

  Date: 08/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the least that could be done to rectify their wrong doings. They couldn't offer the gap as it would make my payment higher than it already was. Even though the high payment was supposed to include gap, when originally purchased. The offer of 3 year maintenance package will work. 

   

  Thank you,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  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.

  On March 23, 2023 we purchased a 2023 RAM **** from this dealership. During the purchase process we were treated quite graciously. BUT after the fact the experience hasn't all that wonderful. The issue began and still is that no metal plate has been received. After the paper tag expired it took better than a week to get an extension. The young man that answered the phone attempted to "school" me on the additional 15-day grace ****** in ***** for expired plates and an extended paper plate wasn't available (he may want to read the TxDOT penal codes). I asked for his manager, and he transferred me to the **************** who in turn stated that an extension was available and "expedited" it which is now on the vehicle. We still don't have resolution to the metal plates. We now get transferred to the New Business Sales Manager (****** (*****) *****) who claimed that the delay was due to the fact that our bank sent a document without a necessary number and that they had to resend it. (I have confirmed with the bank that this never happened). Then he promised that he would take of it personally and we would have our plate by Friday (05-26-23) and to call him directly on his cell. After 3 calls to his cell and 1 to his office and multiple texts we have not had a single return call from him. We have an extended email train that includes communication with the **************** and have been told that the original title is "stuck" somewhere in ********. I have run a title search and have confirmed this to be true with a "Loan/Lein Brand" flag attached. We have been lied to by ************** about the cause, and that he would have it resolved and his NEVER returning calls. We were admonished by the "receptionist" about asking for our metal plate, we have now left 4 voicemails with the title clerk with no callback, we have asked for ************** when we call and only get voicemail, we have asked for the salesman and he's never there. HORRIBLE EXPERIENCE STAY AWAY

  

  Business Response

  Date: 06/26/2023

  Our Manager of the **************** phoned ****************** today to let him know we should receive the title on his 2018 Ram **** by next week.  It was a trade with an out of ************** title is the reason it has been delayed.  We apologize for this inconvenience.
   
  Thanks
   
  ****************************
  

  
  

  Customer Answer

  Date: 06/26/2023

  Complaint: 20125677
  
  I am rejecting this response because:  While the response was in part factual, they reply left out a MAJOR truth.  

  I was abruptly transferred to the ***** Department Supervisor AFTER I advised ************** that I personally called the ******************* of ************** and was advised that a ***** Transfer request was never received.  The dealership apparently never filed for it until day 91 after the purchase.  He also failed to mention that the ************** specifically states it must be done with documents in hand prior to the end of 30 days.

  It was filed on day 91 incorrectly and was filed and returned.

  Yes, I spoke to the ***** Department Supervisor who confirmed this.

  We are currently close to 100 days with no valid plate to drive the vehicle.  We were told that a new 30-day extension would be issued, instead we were issued a 5-day transport paper which is now expired.

  The dealership has ultimately refused to accept responsibility for all of the errors they made in any response to the BBB.
  
  Regards,
  
  Father *****************************