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Schaumburg Mitsubishi

Phone: (847) 843-0400Fax: (847) 884-7730660 E Golf Rd, SchaumburgIL 60173-4510 Send email to Schaumburg Mitsubishi

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BBB Accreditation

A BBB Accredited Business since 07/01/1988

BBB has determined that Schaumburg Mitsubishi meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised Schaumburg Mitsubishi's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Schaumburg Mitsubishi
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
12/13/2013Advertising / Sales Issues | Read Complaint Details
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Additional Notes

Complaint Category: Advertised price not honored

Complaint: Saw a used Mitsubishi being offered from Schaumburg Mitsubishi at $9502. When I inquired about the vehicle the internet rep said it was not $9502,but instead it was $13495. Dealer blamed cars.com for error. Took four hours to get back to me. People make mistakes, but the worst thing to do is cover up and/or lie about them. Instead of possibly earning a customer by working with me and their mistake they lose a customer.

Initial Business Response
On that Saturday that Mr. ***** sent us an email on the ********* at that time we were unaware of
any pricing problems on-line. We later found out the information that is forwarded to **************
and ******** from a third party source *********** pulling the wrong information from our system.
It was corrected on Monday. This Outlander was one of two that had the wrong information,we put the prices
on our websites manually but in this situation ******* was over-ridding our input. I called Mr ***** in
the afternoon to inform him of this problem. As far as my salesperson not getting back with Mr *****,
after the initial contact letting him know that was an incorrect price he was off site for a delivery to a different
customer. He returned about about 1:30 pm. I assure you that Schaumburg Mitsubishi is more concerned about
keeping its A+rating with the BBB than pricing a car deliberately wrong to attract customer's interest. I do
sincerely apologize for the pricing error and hope this problem will not happen again.


Sincerely
*** ****** GM

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to thank Schaumburg Mitsubishi for their response. In his reply *** successfully reiterated the dealerships values and priorities of maintaining an A+ approval rating rather than providing any respectable level of customer service. I am taken aback by the ignorance of the Schaumburg Mitsubishi personal in how to handle a very basic and common situation. Schaumburg Mitsubishi might have a great dealership and prior reputation, but *** and his team should be embarrassed by how they chose to reply to a potential customer.
My complaint is not centered on the fact that your car was priced $3993 below what you intended the price to be listed as on ******m. My issue is that you and your team decided the most important thing to do when I first inquired about the price was to defend yourselves. As a potential customer I could care less why you tell me the price was published incorrectly and I do not want to hear the excuses. What you and **** should have done was thank the potential customer for bringing this to your attention, apologize for the mistake and ask for me to come in to see the car. I would like to bring to your attention that the original email from me inquiring about the car was from *******m (11:58pm Friday November 1st), which states the listed price of the car I am inquiring about, but it is obvious your employee did not read the email before replying. If you had read the email correspondence between me and **** beginning at 9:19AM November 2nd, you would clearly see that at no point did I believe the car was priced that low without some major issues. I would also like to correct a mistake in your reply. While **** did not reply to my email for 4 hours and 43 minutes(responded back to me at (2:23PM), he did manage to change the price on ******* on Sunday within 90 minutes of me catching your pricing error. Again this just solidifies the fact that you are focused on covering your mistakes rather than acting responsible and accountable. When I received a voice mail from one of your managers (could not understand his name on the voice mail) , he mentioned that this was not the first time this has happened - WOW. I guess if I was paying a third party to provide a service and they posted incorrect information multiple times I would fix that problem with them immediately.
I do not want your car at a price far below what it was meant to be priced at. And honestly at this point I do not think I even want an apology. I do not believe you priced the car incorrectly deliberately. I have over 20 years of customer service and management experience and am appalled by how Schaumburg Mitsubishi handled this situation.
I hope you and your team learns from the mistakes and uses this situation as a training model in the future for how not to handle mistakes made by Schaumburg Mitsubishi. I believe you could have resolved this in a number of different ways without leading to my need to file this complaint.

Thank you,
***


Final Business Response
I also would like to thank *** in his response. I too have been here for over 20 years and any constructive
criticism can always can always be used in the future, you never stop learning. I also do agree with ***
he should have been thanked for bringing this issue to our attention. When my salesperson responded
to ***'s email Saturday mourning he immediately went into the our system an manually change the price.
The price will show correctly on our web site but will take several hours to change on ******** and
***********com. I also want *** to know I wasn't trying to come off as defensive but I can clearly see why he
would think so. I just feel a customer always deserve an explanation of any errors weather its ours or third party.
I know he didn't want an apology now but I truly am sorry for any inconvenience Schaumburg Mitsubishi has
caused him and in the future if there is anything I can do for *** in his car buying needs I would be glad to assist
him in any form.

Sincerely
********** GM

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

11/16/2012Problems with Product / Service

Industry Comparison| Chart

Auto Dealers - New Cars

Additional Information

top
BBB file opened: 03/20/2000Business started: 01/02/2000
Contact Information
Principal: Mr. Joseph M. Mitchell (President)
Business Category

Auto Dealers - New Cars

Alternate Business Names
Biggers Imports of Schaumburg Inc.
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Map & Directions

Map & Directions

Address for Schaumburg Mitsubishi

660 E Golf Rd

Schaumburg, IL 60173-4510

To | From

LocationsX

1 Locations

  • 660 E Golf Rd 

    Schaumburg, IL 60173-4510

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Chicago and Northern Illinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Schaumburg Mitsubishi is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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