ComplaintsforElder Mitsubishi

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/8/23 Purchased a 2020 Blazer from Elder Mitsubishi. Picked the vehicle up from the dealership on 11/10/23 due to it needing a fuse replacement which had to to be ordered shortly after I was preparing to drive the vehicle home on 11/8 11/13/23 returned the vehicle to the service department due to a series of warning lights and check engine lights displaying. Was informed that my vehicle would be sent to a ***** dealership for diagnosis and repair.Today is 12/20/23 I have not had my vehicle repaired but have received plenty of excuses as to why it has not been repaired. Excuses such as short staffing due to the holidays, parts and shortages because of the strike, being under the mercy of the dealership because they are backed up. Soon it will be another major holiday and I still have no vehicle, yet Im making payments, on both the note and insurance. On 12/14/23 I received a call stating my vehicle would be repaired and ready on 12/22/23 if not sooner. Today, is 12/20 here we are going into another holiday and still no vehicle. This practice is not normal but cannot be acceptable especially when purchasing a vehicle, who purchases a vehicle and not be able to take it home almost 2 months later. This entire ordeal has been nothing but excuse after excuse which is frustrating and embarrassing. While I do have a loaner car I did not purchase a loaner I purchased a blazer. At worst had I been in an auto accident my insurance wouldnt allow me to have a loaner in access of 30 days. All I want is to be compensated for this loss and waste of time, a full refund or a differnt vehicle. This entire ordeal is way too frustrating and embarrassing as well as an experience that I never wish to have again.

  Business response

  12/30/2023

  We are in receipt of your email containing the complaint from our customer *************************. We are happy to respond and inform you how we handled the situation.
  
  The 2020 Blazer was suffering from some type of electrical issue that our shop tried to address here. Being a different make we do not have all the electrical schematics for Chevrolet and it was beyond our ability to diagnose the problem. 
  We sent the unit to our local ***** dealer for them to diagnose and make the needed repair. Unfortunately, many of the auto workers were or had been on strike resulting in some parts shortages and work piled up at our local ***** dealership.
  We were on the list to be helped, but we were told that it would take some time.
  
  We provided ************ with a loaner vehicle during the entire time his vehicle was in our care. Our service advisors regularly checked with ***** for updates and sometimes there was no new information available. We kept ************ apprised of the reports we were given.  He called often and we always took or returned his calls, as well visiting with him several times in the store. We were all in a tough situation and we felt bad about it taking so *********************** did complete the repairs by 12/22 and we were able to get **************** vehicle to him the same day. We strive to provide excellent customer service to each of our customers and the circumstances were heavily against us this time.  We are 4.9 rated dealer on ****** and maintaining this is very important to all of us here at Elder Mitsubishi.
  
  Thank you for reaching out to us and we appreciate the opportunity to address **************** concern.  Please let us know if we can provide any additional information.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a call in early July. Within 3 days, I noticed that features that are standard on the car were not working. It took me days to get a hold of anyone at the dealership to address the issue. Since then I have received the complete run around, been lied to and cannot get the ** to return any of my calls to resolve the issue. This has been such a terrible experience that I requested a refund. My bank just told me that the refund request was denied by the dealership because the car is in my possession. This is categorically untrue, as the dealership has my car since 7/20/23. This experience has been beyond frustrating and the worst customer service.

  Business response

  08/03/2023

  Customer has been released from loan and the vehicle has been returned. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited the dealership the on 6/16 in response to an ad for a pre owned Kia ******* hybrid. Multiple employees ensured me the vehicle was available for purchase. I visited the dealership and the salesman starting taking me information and wanted to appraise my trade in before showing me the car I drove 30 minutes to come see. After the salesman finally decides Im not gonna play his game, he leaves his desk to grab the keys the vehicle. He comes back and tells me the vehicle was sent out for repairs for about a month because there was something wrong with it. Then he offers to sell me a different vehicle. Classic bait and switch and false advertisement. Their manager came running after me after I left and I sternly explained how theyve all wasted my time and I dont like being lied to. This is the most dishonest car dealership Ive ever been to. Im unsure what ***** law is but the advert is still online and bait and switch is illegal elsewhere. Let me know what my options are but I mainly want to make sure this doesnt happen to anyone else.

  Business response

  06/19/2023

  We apologize for the inconvenience.  We looked into this and unfortunately the employee who sent the *** to the dealership for a repair failed to follow our process of marking it as unavailable which removes it from the internet.  We have reprimanded this employee and had the vehicle removed from being advertised.  There was certainly no intentional bait and switch, just one person failing to properly do their job.  Again we apologize for the inconvenience.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Denying warranty work on calipers because I had breaks done at break check

  Business response

  01/12/2023

  From my understanding, we have the Mitsubishi rep coming to look at the vehicle and we have provided you a loaner vehicle.  Obviously if we had done the brake job and there was a problem, there would have been no question on the warranty coverage.  But when you bring the vehicle to another shop and get non OEM parts installed, it may affect the warranty.  We are doing what we can for you.

  Customer response

  01/13/2023

  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

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Even though I told this company not to run multiple credit checks on me they went and did it anyway. I shouldve known since it came from *********** and Ive heard that they support scammers but I never thought that the scammer would get me.

  Business response

  11/23/2022

  We apologize for any misunderstanding.  We were trying to get ************** the best financing possible for a nicer, newer vehicle when he visited our dealership yesterday.  I am attaching a signed authorization from him at 12:35 PM yesterday giving us authorization to review his credit in connection with obtaining an auto loan for him.

  But as far as to the multiple auto inquiries. Multiple inquiries within a 14-45-day timeframe should only count as one inquiry. *********** do it that way so people can shop around for the best rates and deals. Unfortunately, there is not another way to provide the best rates and all your options so you can choose what works best for you.
  You can learn more about how this works here:
  https://www.equifax.com/personal/education/credit/report/understanding-hard-inquiries-on-your-credit-report/

  
  Thanks,

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got a pre-approval to buy a car. Before I had even chosen a car, the dealership did 7 hard inquiries, dropping my score almost 100 points. I spoke to a manager, after being told for 30 mins there was no one I could talk to. He told me that if I bought a car from them the inquiries would be combined as one. So I feel they dropped my score to give me no other choice but to buy from them. Isn't that illegal?

  Business response

  08/26/2022

  As far as the credit pulls, you are correct, we do try to get the best deal for our customers and sometimes that means sending the deal to several lenders. But as far as the credit score, multiple auto inquiries within a 14-45-day timeframe should only count as one inquiry. *********** do it that way so people can shop around for the best rates and deals. Unfortunately, there is not another way to provide the best rates and all your options so you can choose what works best for you.
  You can learn more about how this works here:
  https://www.equifax.com/personal/education/credit/report/understanding-hard-inquiries-on-your-credit-report/
  Thanks,

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchsed a vehicle on 5/28/2022 and prior to purchase I was working with sales manager ******* who was phenomenal. I received a call from my prev finance company stating vehicle has still not been paid off. I have been trying to reach a manager at dealer and they always say they are busy and cant come to phone., Also the dealer *********** **** bonus for your vehicle that can be used to help with trade. It was not any where on my paperwork that I received such bonus and I put ****** down so they can not say it went towards the trade. If this is how customers are treated post purchasing a vehicle then I want to make sure everyone is aware of how Elder Mitsubishi treats customers after your purchase and the lies and antics they go through.

  Business response

  06/09/2022

  I apologize for a manager not calling you back.  But you should be hearing back momentarily to go over any questions or concerns you may have.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a2022 3rd row outlander.2 months ago. We are a repeat customer. Last week my suv was taken into service, we call about yesterday and was told due to back order they can not get the part until Mid June. So we can not get our car till than either. I understand that. Going into Elder today and explaining the small car we were given does not safely nor adequately fit my family. The Manger said I understand it is along time without your vehicle let me talk to the *** The Manger tells me that he doesn't feel comfortable giving me a used vehicle because with alot of miles they could breakdown. Than the ** said because I would need a larger vehicle for the 2 months they have my large vehicle they don't want to do it. They feel that they have given me a good enough vehicle for my "Necessitys". Their response was can you not fit them in there. The sport is a 3 person back seat. They would like me to fit 3 teenagers and 2 elementary kids in there safely. For 2 months

  Business response

  04/25/2022

  ********************, We are sorry for the issue with your Outlander and the length of time Mitsubishi is saying it will take to get the part.  The current supply chain issues are very frustrating for all of us.  We are also dealing with a shortage of both new and used vehicles in the market.  So we are happy that we are able to provide you with a loaner SUV.  But we apologize if it isn't large enough.  We just don't have any larger vehicles to loan out right now.  I know Mitsubishi will reimburse for an outside rental company if you would prefer to go that route, but the rental car companies are also struggling with supply of the larger vehicles.  I would recommend calling Mitsubishi's customer assistance to see if they can do something else to help you. Sometimes hearing from the customer directly opens up some avenues. The Mitsubishi ************* number is ************.

  Customer response

  04/27/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I spoke with sales GM she fixed the issue for my family.
  
  
  Regards,
  
  
  *************************

*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. ↩