Complaints

This profile includes complaints for Springfield Mitsubishi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Springfield Mitsubishi

  313 Baltimore Pike Springfield, PA 19064-3809

• 

  Springfield Mitsubishi

  549 Industrial Park Dr Lansdowne, PA 19050-3012

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:03/12/2025

  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.

  ****** on a price, made a down payment, switch my insurance and license plates over, and set up the vehicle apps on phone but when it came to signing the last few papers they back tracked on their word and changed the price to $70 more a month. Manager admitted he messed up and wouldn't honor the deal cause he accidentally added the rebates with the 0% apr.Later I called back to speak to a manager to see if we can make something work but no one would contact me back and when they did answer they would hang up on me multiples times. I even emailed the general manager and no response....I will say I showed a lot of frustration over the phone understandably so and my apologies to the sales **** that dealt with it especially since it wasnt their fault.Therefore my experience with my saleswoman was awesome and basically only good experience I had here

  Business Response

  Date: 03/13/2025

  Thank you for reaching out.  We 100% understand Mr. ********** frustration in this situation.  Our sales manager *** who dealt directly with Mr. ******** explained the mistake to him when he was at the store.  *** made an honest mistake, which he admitted as soon as he realized it.  Unfortunately *** was combining two programs that were not compatible, and we were unable to come to a deal that made sense for all parties involved.  We apologize for the miscommunication.

  I did receive the e-mail from ****** as he pointed out.  It was sent Tuesday evening after his visit to the dealership.  I was unavailable that evening and also out of the office on Wednesday.  When I arrived in the office on Thursday, this BBB communciation was also in my inbox.  I have copy and pasted this response back to Mr. ********** e-mail as well.

  Again, we are very sorry for the miscommunication and wish Mr. ******** all the best. 

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:02/18/2025

  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.

  November of 2024 my partner and I financed to purchase a 2016 Jeep Grand Cherokee this dealership had available on their lot. Exactly 3 days after we brought the vehicle home, issue number 1, the check engine light turned on. We assumed it was the battery at first because it still had the original battery. The next morning my partner called to set up the service appointment with the dealerships service department and the soonest available appointment was December 26th. The following morning he leaves to drive to work, now the second issue starts, and the heat stops working and the vehicle begins overheating, the coolant was completely empty. We let the dealership and maintenance department know whats going on because after I worked my shift all night I had to physically go there just to speak to someone. The day of the appointment the vehicle wont even start. I finally get it towed on my own on December 31st. It is still currently sitting at the maintenance department and this is now week 7. The explanation we have received is the motor was completely seized up and would require a whole new motor. The first payment wasnt even due yet. After dealing with the warranty company the motor was picked up on February 4th and we were told it would be done the 10th or 11th of this month. Were now at the 18th and have been without a vehicle that weve now made 2 car payments on and have had no use of. There is no timeframe they have stuck with and I dont think theyre even confident in what theyre doing. This has been an unimaginable inconvenience to say the least. How is a dealership allowed to just sell a vehicle with major motor issues and then drag out the process of repairing and replacing it? There is no or very little communication when we have to reach out to these people. Is there anyway that we can either have the process sped up with some help or an exchange of this vehicle for something that we can actually use? Seeking any help or guidance please.

  Business Response

  Date: 02/19/2025

  The vehicle was sold as a used vehicle. Unfortunately after the vehicle was delivered the customer experienced failure with the engine of the used Jeep that they purchased. The cylinder head gasket failed causing the engine to overheat and locked up the engine. Springfield Mitsubishi started the process of diagnosis on the failed engine and reported all findings to their extended warranty company. The engine had to be partially disassembled to get to the point of failure.Once the concern was properly diagnosed it was determined the the engine needed to be replaced. All repairs were covered and approved by their extended warranty company. So a brand new engine was ordered from ****. The engine replacement was completed, and then the vehicle would not start. We found the starter motor was damaged, probably due to the overheating condition. The starter motor was replaced and the vehicle started normally. After a road test the check engine light came on the dash. We found a faulty *** solenoid had failed due to the engine overheating. The *** solenoid was replaced and the vehicle was road tested and all systems are now normal. The customer was notified and the vehicle has been kicked up by the customer on Tuesday February 18th.

   

• Initial Complaint

  Date:12/04/2024

  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.

  T T <********************************>Fri, Nov 22, 10:53AM (12 days ago)to ******************** ********************* ********************* Good morning Sirs,On or about Saturday November 2nd, your company, Springfield Mitsubishi located at ****************************************************************, sold a vehicle which has a known issue with the oil pump drive belt tensioner arm and was recalled, to Ms. ******* ******, an elderly consumer. The details of the recall is as follows:The instrument cluster will display a low-oil pressure warning message and may also display a check engine light. The driver and passengers may hear loud noises from the engine, and if the vehicle continues to be driven, there may be a reduction in available power.The instrument cluster will display a low-oil pressure warning message and may also display a check engine light. The driver and passengers may hear loud noises from the engine, and if the vehicle continues to be driven, there may be a reduction in available power.On or about Friday November 8th, the oil light on the vehicle came on. Then as noted in the description of what would happen next if the oil pump drive belt tensioner arm malfunctions, the engine made loud noises and the vehicle seized while ******* was driving which endangered not only the lives of ******* and her passengers, but every one else on the road. The vehicle is currently at your Mitsubishi repair shop. ************ ****** requests to return this vehicle to your dealership and to have the contract between herself and Springfield Mitsubishi canceled and voided.This was sent on November 22, 2024. No response from the Sales nor General Managers have been received to date.

  Business Response

  Date: 12/12/2024

  Ms. ******* ****** did indeed purchase a used 2020 **** Ecosport from Springfield Mitsubishi. We were aware of a pending recall from the ******************. Unfortunately we were not able to complete the recall (***** recall number 23V905) due to the fact that the parts for the recall would not be available until the first quarter of 2025 as stated on the attached recall information form. Prior to delivery of the vehicle to Ms. ******* was informed about the pending recall and she signed off on all the information regarding this recall. We have tried to assist Ms. ****** to have the vehicle sent to the local **** dealership for diagnosis. We have spoke with the service manager at Springfield **** and he confirmed that if the concern is due to the pending recall, ****************** will arrange a long term rental vehicle for Ms. ****** until the parts become available to have her vehicle repaired. When that was explained to her, she claimed that she did not want her vehicle repaired, she wanted it replaced. We are willing to assist her, but she refuses to give us the authorization to proceed with sending the vehicle to the local **** dealership.

• Initial Complaint

  Date:05/17/2024

  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.

  On 05/08/24 I bought a brand new 2024 Mitsubishi Mirage G4 from Springfield Mitsubishi.I came there to look at a used Sentra they had on their website, which they did not show me but instead pushed me into buying the Mirage, telling me I had a better chance of being approved as my credit is not *******.By Monday 05/13/24 the car broke down. I turned it on to go to work in the a.m and all the service lights came on and the engine was shaking hard. This is with 300 miles (I bought it with roughly 20 miles)This has been a saga, but ***************** (A sales manager, not THE ** like he told me he was) told me to have it towed to ******** dealership in ********** so I wouldn't have to pay for the towing since it's a whole 6 miles closer, which I did. He promised to follow up and have it looked at immediately.Apparently New Castle had no ideas who the car belonged to for 4 days. On 05/16 they called me at work and said that it was fuse that was blown-they just needed to take it for a test drive but I could pick it up.I left work early to go get my car, and 5 minutes after clocking out I got a call from ******** telling me the fuse blew again during the test drive so now they have to look into deeper issues.Not only is ***************** a complete sexist who told me, a customer who just spent $20,000 on a brand new vehicle that 'machines break' so he didn't need to provide me with a refund, exchange, loaner, assistance with a rental, nothing. I guess they have my money and don't care.I bought a new car, drove it for 4 days, and now it's been in the shop for 5 days with NO answers and NO resolution.The way the contract was written I cannot return the car without a repo on my credit, nor would I get my old car and cash deposit back. ***************** lied and told me he was the highest level manager there and that he was working with ******** to resolve my issue, he lied to the bank when they called to find out where the car was and told them no one by that name worked there.

  Business Response

  Date: 05/17/2024

  *****, 

  Thank you for reaching out and sharing your concerns.  We understand this is a very frustrating situation.  It is just as frustrating for us when your vehicle is at another dealership for the service concern and we have absolutely no power or ability to actually diagnose and/or rectify the problem.  As per the Mitsubishi corporate roadside assistance program, the vehicle was taken to the nearest Mitsubishi dealership. This is corporate policy that we cannot change.  Both *** and our Service Manager have reached out to the both ******** and the Mitsubishi regional manager to push the process along and they have approved a rental.  Since the vehicle is not at our facility, please continue to communicate with ******** as they are the ones in possession of the vehicle at the moment.  We apologize for the inconvenience and look forward to ******** completing the repair and your vehicle being back in your possession.

  Customer Answer

  Date: 05/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21725888
  
  I am rejecting this response because:
  

  I've lost over $500 in wages due to this, and I also had to pay $80 to get the rental between the Uber to ********, where they were out of loaners and took me to Enterprise where I had to put a $50 deposit. 

  I requested Mitsu roadside around 5am, was told it would cost $50 to tow it to Springfield for the additional 6 miles. I canceled the tow, explaining that I wanted to confirm with Springfield on where the car should go. I called ***************** around *****am and he TOLD ME TO SEND IT TO ********. I requested the tow again around 10am. I am sure there is a record.

  *None* of this is my fault, and I should not have to lose money and time because this has been mishandled so poorly by your staff. This could have easily been prevented from ***********. I am drowning in late work at my job. I missed my children's end of school activities. I've had to pay people for giving me rides. 

  In addition it should not have taken 35 phone calls and getting so many entities involved to get you to do the right thing. 

  I will pursue this until I have a 100% guarantee that this car will not have any issues of this nature in the future, or to take the thing back with a full refund. Since it's still in the shop, I guess we'll find out. 

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/21/2024

  Again, we understand the frustration of the situation.  No one is blaming ******************.  ******** has possession of the vehicle to diagnose and fix the issue.  

• Initial Complaint

  Date:01/22/2024

  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.

  My son purchased a brand new 2024 Mitsubishi ****** from Springfield Mitsubishi (313 Baltimore Pike, Springfield, PA 19064 [###-###-#### option *]) on January 4, 2024. My son also purchased the extra warranty for the vehicle through the dealership. On January 17th 2024 the driver door was shut causing the passenger door window to shatter. I called the dealership and he said he would have to see if it was covered under the extra warranty. A few days later after calling several times, they said that it was "Denied". I asked why and they said it just says "Denied". I said we shouldn't even need the extra warranty because this is obviously a manufacturers defect and should be covered by Mitsubishi. They originally mentioned the very cold weather but I said "shouldn't cars be manufactured to operate in all weather"? Then they mentioned "Act of God" which I thought was really ridiculous. I'm looking to see if you could get the dealership to replace the window for free since we should be able to shut the car door in cold weather and not have to worry about another window in the car shattering. Thanks!

  Customer Answer

  Date: 01/23/2024

  What is your son's name? *********************

  Is he aware that you filed this complaint? Yes

  Are you authorized to file this complaint on his behalf? Yes

  Business Response

  Date: 01/25/2024

  We appreciate the concerns with the window.  The vehicle was checked after the incident, photos were taken and submitted to Mitsubishi corporate as any claim would have to be, and the claim was denied.  Sometimes with extreme temperatures and/or force, glass will shatter.  It appears that was the case here.  We would suggest contacing your insurance company as this was deemed not a manufacturer defect.  

  Customer Answer

  Date: 01/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  s a shame that Mitsubishi (Particularly Springfield Mitsubishi 313 Baltimore Pike, Springfield, PA 19064) does not stand behind their products. To claim it's not a manufacturer defect is outrageous. I have owned over 20 vehicles in my lifetime from various brands and have NEVER had a car window shatter in the cold because another door was closed. Mitsubishi (Particularly Springfield Mitsubishi 313 Baltimore Pike, Springfield, PA 19064) clearly doesn't care about their customers and ONLY cares about the bottom line. This car was only a few weeks old and now we have to pay for a new passenger window. Completely unacceptable. To all who are reading this, DO NOT BUY a MITSUBISHI, especially one from (Springfield Mitsubishi 313 Baltimore Pike, Springfield, PA 19064). You'll regret it.
  
  Regards,
  
  **** & *********************
  

  Business Response

  Date: 01/25/2024

  We're sorry you feel that way over an incident that was completely out our control.  If you would like to contact the *************************** *********, we would encourage you to do so:

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

  PO BOX *****
  Dallas, TX  **********

  1***************
  ***************)

• Initial Complaint

  Date:01/12/2024

  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 purchased a vehicle from them and was told after I purchased the car that I would not be able to change my mind which I found to be shaddy but that was ok because I didn't intend on returning the car. I was issued insurance from from someone who they referred me to and the person opened up 11 insurance policies in my name which caused them to resend my policy. Now I reach out for my tags and now I can't get in contact with the person incharge together this information. I was told that after spending 33k that I have to go to DMV to get an extension on my temp and pay out of pocket for something that I had already paid for. They have been so rude and disgusting. (*****)

  Business Response

  Date: 01/12/2024

  Thank you for reaching out.  We are not sure what you are referring to regarding insurance as we do not sell insurance.  There are numerous brokers we work with.  We would encourage you to reach out directly to whoever the insurance broker or agent was.  Regarding the tags and registration, as soon as the paperwork was finalized from the lender, the work was sent to your State DMV.  Unfortunately we have no control over their processing times.  We're sorry you didn't have a great experience.

  Customer Answer

  Date: 01/23/2024

  I'm not sure what other info is needed

  Business Response

  Date: 01/26/2024

  We're not sure what else *** ***** is looking for here?

  Customer Answer

  Date: 01/29/2024

  I reject this response because if the simple fact that, I don't know if they were responding to *** ***** or myself. 
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  ********* *****
  

• Initial Complaint

  Date:12/18/2023

  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 purchased a vehicle from this location in July. I’ve had to visit the service department a total of 5 times because of mechanical issues. On my first visit I told the service tech when I drove in the Oil light was on. He told me he put oil in it and it shouldn’t be a problem. Then to find out it had a bad ******** converter, and Gasket. I brought the car in to have it replaced. (After telling the tech about the oil light) he never mentioned that it had an oil leak. The car had been there multiple times and for and all day replace and never mentioned an oil leak or engine issue. Now months later the engine light is on again reading the same issues. I take it BACK in to find out the oil leak was an engine issue. So the vehicle has had an engine issue from the time a brought it and no one told me. Now stuck with a bad engine and was told it’s nothing they can do. I was sold a LEMON.

  Business Response

  Date: 12/26/2023

  We are aware of the situation. We responded to an email that she sent last week and called her and left a message. We are awaiting to hear from her. 

• Initial Complaint

  Date:11/05/2023

  Type:Sales and Advertising 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 wanted to share my recent experience with Springfield Mitsubishi, and I must say, it was quite disappointing. As someone who has leased six vehicles in the past, I thought I knew how they operated. However, when I recently considered trading in my *********, I discovered a clause in my contract that left me feeling taken advantage of. According to the clause, if another dealership wants to purchase my car, Springfield Mitsubishi would only offer a flat price of $31,000, regardless of the actual payoff amount, which is only $19,000. This revelation has left me feeling frustrated and deceived. I have always valued transparency and fairness in my dealings with car dealerships, and this experience has unfortunately tarnished my opinion of Springfield Mitsubishi. I have decided that I will never go through them again for any future car purchases or leases. I wanted to share this information with you so that you are aware of my negative experience. It is important to me that others are informed and can make informed decisions when it comes to choosing a dealership.

  Business Response

  Date: 11/07/2023

  We have reached out to ***** via phone call with no response.  He also posted a ****** review that we posted a similar response to. We 100% empathize with the issue here. We do not set lease terms, the lessor (lending institution) does this. Most leases will limit the ability to trade the car earlier than the lease maturity date, however most leasing companies did not begin enfo rcing these clauses until the inventory shortages post COVID. Most leasing companies including *********************** *** and many others began doing this to control the flow of their inventory. It sounds like the leasing company he entered the contract with chose to do the same. We're sorry he became a casualty of the leasing companies' post COVID policy, especially since he gave us such a glowing review at the time of purchase and had a great experience at that time. 

  Below is the original 5 Star review (screenshot also attached):

  Went here because of a family friend. My sales rep was ****. **** did an amazing job, I was completely impressed with the service I received. I went in told them what I saw online, they pulled it around and I ended up leaving with that car. A 2022 Outlander, I couldn't be any happier with this decision I made. I would highly recommended going her for your next car and ask for *********

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the leasing company is them this is bogus what they wrote and yes I originally gave them 5 stars but since then an employee has decided to spread lies about me on social media. I refuse to speak with them since they are playing games and it seems to be happening with others that leased from the same place. 
  
  Regards,
  
  *************************************
  

  Business Response

  Date: 11/10/2023

  We are not the leasing company, nor are we playing any games.  We are the dealership from which the vehicle was purchased and it was leased through ****.  If ****************** does not want to speak with us, we are unable to clarify that with him.  We're sorry he misunderstood the contract he entered into with **** and wish him luck in his future endeavors. 

  When his lease ends, we would suggest grounding it at one of the other local Mitsubishi dealerships since he does not feel comfortable interacting with us.

  Customer Answer

  Date: 11/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I hope this message finds you well. I am writing to express my concerns about the contract terms that were established during my recent interaction with the dealership. It has come to my attention that the contract was written without adequately informing me about the specifics of trading in or opting for an early trade-in. This is quite concerning to me.
  
  Having worked in finance for over two decades, with a specialization in lending and leasing, I am well aware of the typical processes involved. In my experience, the financial institution typically takes on the financing aspect, while the dealership is responsible for the contract and agreements. It is my understanding that **** operates in a similar fashion, focusing on the finance side and not on the contract terms set by the dealership.
  
  However, it seems that there has been a lack of transparency in how the dealership has conducted business with me. I was not made aware of the conditions pertaining to a potential trade-in or early trade-in, which is a crucial element of the agreement. This oversight has led me to reconsider my willingness to do business with this particular dealership.
  
  I believe it is imperative for both parties to have a clear and mutual understanding of all terms and conditions from the outset. This not only ensures a fair and honest transaction but also helps to build trust and a lasting relationship. I would appreciate it if you could provide me with a detailed explanation of the trade-in and early trade-in terms that were omitted from our initial discussions.
  
  Furthermore, I would like to request that we review the contract together to ensure that all aspects are clear and acceptable to me before we proceed any further. It is important for me to feel confident in the agreements I enter into, especially given my background in this field.
  
  I look forward to your prompt response and to resolving this matter amicably. Please let me know a convenient time for us to discuss this further.
  
  Regards,
  
  *************************************
  

  Business Response

  Date: 11/14/2023

  We agree it is imperative each consumer understands the contact in which they enter into.  All contact language is written by entities outside the dealership.  As we mentioned in our previous response, we did reach out to ****************** and would be happy to review the contract he signed.  ***************** did reach out.  We would encourage ****************** to reach out to *** and he would be happy to review the contract language as set forth by ****.

  Customer Answer

  Date: 11/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:09/11/2023

  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.

  At 8 am on September 1, 2023 I went to Springfield Mitsubishi Service and parts center in East Lansdowne to have my Mitsubishi outlander car inspected. The service center replaced the master cylinder twice, brake pads, brake rotors and oil change. At 5pm When the repairs were finished and paid $2300.00, I began my drive home. I was only eight minutes away when the car brakes stopped functioning, fumes were coming out of my hood and dash board read abs service required and asc service required plus engine light. I was terrified and immediately pulled my car over and put my emergency brake on and hazard lights. I called Springfield Mitsubishi service and parts to inform them of the problem and what I should do. Springfield Mitsubishi service and parts advice me to drive the car with broken brakes back to them and they would look at it. When I arrived back to Springfield Mitsubishi service and parts they seemed frustrated for they were closing at 6pm. ***** customer service rep and Tim the mechanic said my car brake calipers might be damaged and would be prioritized and repaired the next day. I ordered an **** car ride home and was reimbursed for the **** service. On Saturday, sept 2,2023 I called and waited to speak with someone about my car. Finally at 12pm ***** said the car was still being examined by the end of the day nothing was done. On Tuesday, Sept 5,2023 the service manager Steve called me with saying the brake calipers are fine but the brake booster needed to be replaced and was going to cost $900. I was very upset and shocked by the experience and cost. On Wednesday, Sept. 6,2023 Steve the service manager said the facility would repair the brake booster free of charge and labor. In addition, I should expect my car ready on Friday sept.8, 2023. My was not ready on Friday Sept. 8, 2023. no update received. On monday sept 11, 2023 The service manager reported the mechanic is off until tuesday. I have been without a car for over a week now.

  Business Response

  Date: 09/12/2023

  Upon further inspection it was found that the brake calipers were in proper working order. We has found that the brake booster was causing the brake concern. We located a replacement brake booster and it was partially installed on Friday 9/8/2023. The technician that was working on the vehicle did not work that saturday 9/9/23 and was off on Monday 9/11/23. We wanted to make sure that he was the technician that completed the work since he was familar with the repair that was needed. Plus we wanted to road test the vehicle for an extened period of time to ensure that the vehicle was in proper working order. Once we were convinced that everything was fine with the vehicle, we then delivered the vehicle to the customer as to not inconvenice her any further. At this point we believe all the repairs have been completed and the vehicle is operating as designed.

• Initial Complaint

  Date:08/16/2023

  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 or around 9/26/2022 I had my catalytic converter stolen. This was stolen off of my brand new 2022 Mitsubishi ********* ***** ** I purchased from Springfield Mitsubishi. This was my first car that purchased on my own, but I had been a customer of Mitsubishi since 2016. I always got my work completed through Mitsubishi service with no issues. I reported it stolen to the police in Yeadon, PA at the time that is where I resided and called my car insurance at the time it was ***********, and I had a $2,000 deductible. I called to get a quote from Mitsubishi for the part and service as some local auto service providers advised and when I called the Mitsubishi Service Dept. This was roughly between 9/25-10/6, I was given a quote of roughly $3000 with the market part and a quote of $1,500 with a third-party part. Given the history with people's converter being stolen I decided to get the off-market part and pay out of pocket so that it would lessen the chances of it getting stolen again. I called Mitsubishi and spoke with ******** he was the service associate assisting me with the service at the time, I asked if I got the off-market part would Mitsubishi still complete the work he stated yes that was the cost included with the service. I called 411 Mitsubishi roadside assistance and got the car towed to Mitsubishi service center in Yeadon, PA The contracted tow ripped off the whole catalytic converter in transit, but ******** assured me that the mechanic that worked at Mitsubishi that was doing the work on my car would fix it and the price would remain the same. I was under the impression that this service was through Mitsubishi. When I called Mitsubishi after back-and-forth issues, they are stating that Mitsubishi let both of them go for doing under the table work and I would need another converter and I was responsible for the $3k replacement after their negligence and allowing people to do under the table work without prior knowledge.

  Business Response

  Date: 08/17/2023

  Springfield Mtsubishi has no record of ever replacing the catalytic converter on ****************, 2022 Mitsubishi ********* *****. *************** has never paid Springfield Mitsubishi for the replacement of a catalytic converter. The receipt that she supplied to this complaint for the replacement of the catalytic converter was to ***** **** ********, LLC. All the communication was text messages between **************** and a former employee of Springfield Mitsubishi. Springfield Mitsubishi does not communicate with our customers through personal text messages. Since Springfield Mitsubishi never replaced the catalytic converter nor ever received payment to replace the catalytic converter from ****************, Springfield Mitsubishi cannot be responsible for the repairs. 

  Customer Answer

  Date: 08/17/2023

  I communicated additionally by phone calling Mitsubishi directly. I wasn't told to pay until the end of service which was normal from when I paid for services previously. It wasn't until the services were completed that was charged directly by the mechanic while at the Mitsubishi dealership. 
  

  If they pull the recorded calls on the day that I called Mitsubishi directly then they would know that i was not aware that Mitsubishi was doing shady business. 
  

  I got 411 Mitsubishi to tow the car to the service department and always dropped my car back there for service. I asked for a receipt and no one even let me know until I had additional issues with the car that they let those employees go. 
  

  I have been a Mitsubishi customer for various years and have never gone anywhere else for service. It would seem odd that I would bring my brand new car not even 6 months old at the time to this man who was working under Springfield Mitsubishi whom I did not know outside of the company to do under the table work on a 30k car. 

  Business Response

  Date: 08/21/2023

  Once again. The work was not completed by Springfield Mitsubishi, nor was Springfield Mitsubishi paid for any repairs on this vehicle. As the plaintiffs receipt shows, she paid ***** **** ********. That is who she should reach out to in regards to her concern.