ComplaintsforWhite Bear Mitsubishi

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2015 Outlander. On 9/6/2021 the car would not move forward. I had it towed to an autoshop near my home and was told #1 PD011 V.V.T system (intake) #2 P0016 crank/car position phase cleared codes still no start, ran compression check, cylinder #1 175 psi.#2 cylinder 50 psi, cylinder #3 40 psi cylinder 4 50 psi. bill for diagnosis 130.00/ mechanic note on receipt vehicle has jumped timing chain & most likely bent valves. Will need to rebuild or replacement of engine, Customer to bring vehicle to dealership for warranty repair. I had it towed to location. They checked my car out and said it was my fault because I am missing 30 thousand miles of oil changes, they want receipts of oil changes that I had it done at other places. I found two, and my brother in law has changed the oil and he did not keep receipts. I never got a sticker on my window to let me know when to bring in my car. My advisor asked if anyone ever called me to remind me to bring in my car I said no. My car is sitting there in the lot. I need my car. I am almost done paying it off. Mitsubishi is putting the blame on me. It is under warranty and has little miles. I need help with this issue, they are trying to charge me $12,000.00 or a used engine 5 to 6 thousand for a used engine. I have been with out my car since 9/6/21. I am a health care worker and work 16 hours a day due to Covid. Any assistance with my case would be so much appreciated. My advisor told me they might cover it but now they took him off my case and I am dealing with a service manager named Tom Magill. I got a rental car for free thinking they were going to fix my car under the warranty. When I returned the rental car after a week my advisor was acting very different towards me. I never saw a check engine message in my car. I think they do not want to fix it and are blaming me for the engine going out. I do have the receipt from the autoshop I first took it to and I did find two receipts where I took it.

  

  Business response

  12/01/2021

  Molli

   

  I am sorry to read of your concerns that you shared with the BBB.

   

  Our service manager Tommy Magill was in contact with you regarding the gap in your maintenance history.    Since there is such a huge gap of oil changes that are not documented, Mitsubishi Motors requires this when there is evidence that a vehicle's failure may be related to lack of maintenance. 

   

  The last we heard - it apeared you may have decided to start performing oil changes on your own - and you may have been looking for receitps etc from oireillys etc to help support the case for self maintenance.  Tommy has not heard back from you yet if you found any of these receipts.

   

  White Bear Mitsubishi is willing to approach Mitsubishi again with additional evidence of maintenance - or if you are unable to provide evidence that you did maintenance during that time - we would be happy to sit down with you and discuss your options to trade your vehicle for a different one .

   

  Please contact me at 651-204-4777 or by e-mail at [email protected] to help support your case of maintaining your vehicle elsewhere or by yourself or someone in your household.

   

  We are thankful for first responders as my fiance is a nurse - so any way we can help - we are open to the conversation.   We just need some help from you to support this gap in maintenance history which is being suspected by Mitsubishi as the reason for engine failure.

   

  I look forward to hearing from you soon

   

  Richard ***** ***

  White Bear Mitsubishi 

  Owner / General Manager

   

   

  Customer response

  12/08/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16156864, and find that this resolution is satisfactory to me. Attached I have placed the receipts I have found and that are needed to show proof that I did in fact receive oil changes. Unfortunately my brother in law changed the oil 3 times but did not keep the receipts. I look forward to hearing from you soon I hope as I am out of a vehicle. Thank you

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 26, 2021 I bought a used 2008 Saturn Aura XE from a private party. I am now going through the process of fixing a few problems associated with this vehicle being 13-year old. The previous owner did provide me with some repair receipts at the time of sale. That's how I found out that on 07/23/2020, the previous owner took this vehicle to White Bear Mitsubishi to buy tires and rims. White Bear Mitsubishi sold and installed two new tires on the front of this vehicle which are the wrong size tires, as per the vehicle Owner's Manual. They installed two P225/55R17 Firestone tires instead of the factory specified P225/50R17 tires. The end result is that the car now has bigger tires in the front ( by 0.91" diameter larger overall) than the tires in the back, which are the correct size, P225/50R17. White Bear Mitsubishi charged $261.58 plus installation for the two new tires. I called them today to inquire why did they install the wrong size tires on this vehicle, which I now own, and if they were willing to replace those tires for me. They said no, it's too late and you are not the person who paid for those tires. That's true, I didn't pay for the tires directly, but I did pay indirectly when I bought the car. General Motors confirmed for me today that: 1. The correct tire size for my vehicle is P225/50R17, and 2. General Motors (the manufacturer of my vehicle) does not recommend installing or operating the vehicle with the wrong size tires on it, that would not conform to the manufacturer's specifications. I am asking if you could intervene and ask White Bear Mitsubishi to replace those tires on my car with similar brand of tires, new or even old that would match the tire quality and mileage currently on those tires (driven approx. 9,000 miles since new). I have a tracking number from General Motors about this issue: Case number [SR:9-7092614088] and I am also attaching the repair receipt for the tires. Thank you. Cezar ******* **** ****** **

  

  Business response

  11/17/2021

  Cezar

   

  Thank you for your message regarding your experience.  I'm already familiar with this issue as the service manager and I discussed as you expressed your unhappiness to him.

  
  After our conversation - he left you a message - and we have not yet heard back from you. 

   

  The First concern we need to address is that when we offer tires to a customer - they have the ultimate choice in what tires they put on the vehicle.   Given that the car has potentially mismatched rims - it would require that we investigate that situation with you.

  Our first offer is to inspect the vehicle and determine what condition and shape the tires are in at this very moment.

  As this service is over 18 months ago - and the service was with a different customer - who may have requested those exact tires - we are unsure of how to address that.

  That being said - we are willing to do a safety inspection of your vehicle at no charge and see what the situation is.

  We will also do further research into the situation and the compatibility of tires that were installed - and go from there.

  Please call Tommy Magill Back at the (651 204 4712)  to take advantage of this free inspection to determine what and if anything can be done.

   

  Sincerely

   

  Richard ***** ***
  White Bear Mitsubishi 
  General Manager/Owner

  Customer response

  11/18/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16155915, and find that this resolution is satisfactory to me.

   

  Hello,

  The service was on 7/23/20 which is 16 months ago, not over 18 months ago, if that makes a difference, but the new Firestone tires that you sold should have a longer warranty than that. Typically manufacturers advertise 50-60,000-mile warranty or more. My tires have just over 9,000 miles on them since installed. Second, I have reached out to the previous owner to see if she requested or was OK with having mismatched tires on her vehicle. I highly doubt that she did. Third, as a matter of good practice, due diligence, or whatever else you want to call it, seing that the car has 225/50R17 tires installed in the back and knowing that the customer has come in to buy new tires for the front, as a mechanic/supervisor approving this installation, you don't allow bigger tires to be installed on this vehicle knowingly, unless someone made an error, which I've maintained all along. And the customer couldn't have made the error because she came in to you, as the place qualified and knowledgeable to service her car. Lastly, the car has mismatched tire sizes, not mismatched rims. There is a difference between the two and the rims are all the same, used rims as sold by you, which are factory Saturn 17" steel wheels, maybe left over in the parts bin from the time your dealership was a Saturn dealer. I am in the process to replace the old tires in the back at a different tire shop tomorrow, but I'll have them document what's on there now for the record to be able to document the mismatching of tires as at the time I bought this vehicle.

  After that, I'll gladly call your dealership and schedule an appointment to have my car evaluated and see what else needs to be done about the front tires which are the wrong aspect ratio (taller tires by 0.91", according to my calculations).

   

  Thank you.

  Cezar ******

  Customer response

  01/11/2022

  I made an appointment and went there immediately when the owner offered the inspection. They tested/ looked at my car for about an hour, noticed the wrong size tires installed on my car, which they installed the previous year and then told me they'll follow up with me to maybe replace my tires. I waited and nonobody contacted me, so i called them, emailed them, reached out out to them via chat and nobody responded to my inquiries. It's clear they don't want to do nothing about the wrong size tires that they installed on my car.
  
  I consider my case not closed because the guy said he will work to solve the problem, but they never did.
  

  
  

  

  Business response

  01/28/2022

  I am surprised that you and Tom my service manager have not connected on this issue   

   

  We were waiting to inspect your vehicle to verify the concerns  

   

  i have asked Tommy my service manager to reach out again to set this inspection

   

  Richard

  Customer response

  01/28/2022

   I am rejecting this response because:

   

  I visited your shop (Service Department) just before Thanksgiving last year. Tommy inspected my car and he promised a resolution. You can ask him what the resolution was because he never reached out to me after that visit. I am waiting ever since to hear what the resolution is.

  

  Business response

  01/31/2022

  Cezar

  Until we inspect your car in person - we are unable to assist.

  If you would like us to assist you need to bring your vehicle to us to inspect

  Please e-mail me at [email protected] with 3 possible day and times you are willing to visit to allow us to inspect your car.

   

  Richard 

   

   

• Initial Complaint

  08/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sold a vehicle to White Bear Mitsubishi who did a buyout on my lease. I also purchased a new lease. The sale took place on 5/15/21. They did not pay the amount to the finance company that was agreed upon in writing for my vehicle. They keep saying they will correct the issue but it has been months now and I’m still showing a past due balance on the account that they were supposed to pay off. It could affect my credit and I’m in the process of buying a home. It has also cost me countless hours trying to get answers. They also already resold my vehicle. Is there anything I can do? Thank you for your response and hopefully you’re able to help.

  

  Business response

  08/31/2021

  We have worked with Ally Bank to resolve the error.

   

  Even though Ally bank was paid off - they did not correclty show the account as being paid off.  We have communicated our dissapointment for this inconvenience and we are extremely sorry for this event.  Ally bank has assured us that this has been taken care of - and this has been communicated with the customer.

  
  We are deeply sorry that this interfered with the process of obtaining a home mortgage.  It should not have occured this way.     We are happy to know that Ally bank took steps to finally resolve this matter.

   

  Sincerely

   

  Richard ***** ***

  White Bear Mitsubishi 

  Owner

  Customer response

  09/05/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15777556, and find that this resolution is satisfactory to me.

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