ComplaintsforMetrotown Mitsubishi

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the car on October 21 at 5 PM for $36,500 and on October 22 in the morning after seeing the car had not charged overnight. Khris, your sales person brought me a replacement charger on that same morning (Sunday) but the replacement charger only worked intermittently and I was not happy with the car that didn’t work properly so I wanted a refund and I told him so that day. I went through many days of chasing Ben *** the sales manager. I showed up at the dealership three days after purchasing the car and told him I wanted my money back and I needed to buy a new car. he told me to find a new car And he would arrange to purchase it and trade it for the car that I had just bought so he sent me away in the same car again. I contacted him several times over the next few days and he was elusive and did not respond to my calls. Finally I showed up at the dealership again on the following Saturday (Oct 28)and left the car for him. I demanded to have my money back . Ben told me **** ***** **** ** * ***** *** ***** **** *** **** ****** **** ***** **** ** *** *** **** **** ***** *** ****** *** ***** Three days later he still had not returned my money. My mom had lent me her car to use and she needed it back. I had to purchase a car so I went to the dealership and did not leave until I got my money. He made the check for $35,872.09 $628 less than what I had paid him for the car while Ben and James spent the week avoiding my calls. I don’t believe that it was reasonable or fair or ****** for Ben to reduce the amount of money that I paid for the car, especially by such a significant amount. I informed them less than 24 hours later that the car was not working properly and this dealership should not have such high reviews and ratings with the Better Business Bureau if they’re ****** ********* ** ****** **** **** *****
  

  

  Business response

  16/01/2024

  We encountered ********************************** on October 16th, 2023, when she expressed interest in the 2018 ********** ********* **** SE and considered trading in her 2012 ********** ********* **. Following a test drive, our salesperson, Khris, accompanied her to her residence to assess if the **** would fit in her garage, an additional courtesy we extended.
  Upon our return, a few minutes before our closing time of 8 pm, our salesperson documented images of her 2012 ********* for appraisal purposes. ************************* informed us of her budget, approximately $30,000 inclusive of her trade. We committed to negotiating the price with the morning shift manager, given our vehicle's initial selling price of $34,998.
  The subsequent day, we presented her with the offer from my manager, totaling $34,500, inclusive of documentation fees, GST, and her trade-in value. She expressed dissatisfaction, stating it left a "sour taste" as she had communicated her $30k budget the previous night. After discussions with *****, she opted not to trade in her vehicle, deciding instead to purchase the 2018 ********* **** SE for $36,500 in cash. She took possession of the vehicle on October 21st, with an electric range of approximately 38km, having been charged before her arrival.
  On October 22nd, ************************* reported charging issues, sending pictures to *****, who suspected wear and tear on the original charger. On October 23rd, we arranged for ***** to bring a different charger to her house. During this visit, he guided her on adjusting the "Charging Speed" button to optimize the charging process. Despite a slight improvement, the ** range indicator increased only marginally after an hour of charging.
  That evening, she reported that between 4 pm and 8 pm, the vehicle had no charge, prompting her to request a refund, citing intermittent charging. We advised bringing the car in on October 26th for battery soothing and offered a replacement vehicle. However, she declined the replacement, expressing concerns about its size. Despite ongoing charging issues, she continued driving the 2018 ********* **** while we explored options for a replacement.
  On October 28th, she indicated her intention to pursue a refund. Notably, our dealership follows a strict exchange policy within 7 days, and refunds are typically not granted unless the vehicle is deemed mechanically or safety compromised. To accommodate ***************************** request, we agreed to a refund, deducting an administrative fee of $598, a term she accepted.
  The refund process commenced on Monday. However, due to our policy requiring the General Manager's signature, there were delays. The General Manager, currently on maternity leave and visiting the dealership infrequently, presented a challenge in obtaining the necessary approval.
  On October 31st, ************************* informed us of her intention to collect the refund, despite being informed that it had not been signed yet. She expressed frustration over not receiving the full amount, even though she had previously agreed to the administrative fee. In response, we dispatched a lot attendant to our General Manager's residence to secure the signed cheque, informing ************************* of its availability for pickup.
  

  Customer response

  17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Ben Has not told you that I went to the dealership to return the vehicle within three days of leaving the dealership with it. Ben told me to keep driving the vehicle while he looks for the replacement vehicle for me because that was the terms of our contract. You will see in the attached text message conversation that that is what was discussed. 

  I do not believe that $700 is a reasonable rental fee since The entire cost of the vehicle ($36,500) would amount for one year (52 weeks) rental fee. I bought this car anticipating at least 7 to 10 years of driving.

  I believe this dealership knew the vehicle was defective And I literally had to beg them to take it back so I wasnt stuck with it (see attached text messages) 

  I have bought my replacement vehicle and hope to still use this dealership for service.  They have lost me as a customer on the sales  side due to sales manager Bens communication with me. 
  

  if I took the cost $36,500 and divided by 7 years and then 52 weeks, cost of using the car was approximately $100. I had bought my own insurance for the car. they insisted I keep driving it- he wanted to trap me into getting stuck with it but as you can see, I stand up for myself when people /organizations take advantage 

  I suggest this business remove the BBB stickers from their windows as that is what gave me confidence to buy from them and now look where we are 

  

  Business response

  17/01/2024

  The dealership does not believe the vehicle was defective at all. The previous owner was happy with it and the new owner is also very happy with the vehicle. 

  Customer response

  17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I believe the amount you deducted to be unreasonable. I asked the salesperson about a refund due to the charging issues and brought the car back to your dealership. You told me you were finding a replacement vehicle and sent me away to keep driving it without giving my refund at that time And promising me you will sort it out.

  when I came back to dealership after a few days and you had had no success of finding my replacement, you said you cant live in a house for 7 days and then expect your money back  

  a dealership with such high BBB ratings should return the full amount of the purchase. 
  

  At the rate you charged me, the entire value of the car would be recovered in a year.  That is completely unreasonable.

  If the dealership sends me 50% of the charged amount, I will consider this matter resolved. 

  Sincerely,
  
  *****************************

  

  Business response

  17/01/2024

  ****, the amount charged was not for the time you used the courtesy car or rental vehicle as you have put it. The non-refundable fee is our dealer admin fee. We made an exception to refund minus the admin for you, plus when you wanted the cheque/funds the very last the day of the month, we went out of our way to have our manager signed it, just to find out that you in the end don't need it until the next day. 

  Customer response

  17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  the amount deducted was unreasonable. At that rate it would have taken 1 year to depreciate the entire cost of the vehicle $36,500
  

  i called and texted the dealership within 16 hours of leaving to report the malfunction. 

• Initial Complaint

  15/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Mitsubishi Eclipse cross on January 5th 2022 with Diamond warranty that covers 150,000 KM or 10 years ! Since I received the car, I have heard noise came from the roof also a noise coming from the back wheels when I start to move ! I reported these issues to them and I went for a service on Feb 2022, they said we will change the mirror cover, they did but it didn't work, I received the car with the same noises, for the back noise they said it's normal !! Since that time I was suffering with this car, another time they changed the mirror it self, the noise still the same ! also from the back noise that scares me as it's not safe ! also these noises distract me while driving, Many times I was about to hit another car because of anger and distracting ! I went there 4 times during 2022 to solve the issue but they couldn't, every time they give me excuses and another appointment, finally today they gave me an appointment on Jan 3rd 2023 and promise again to solve it but I know they want me to pass the one year so I can not file a complaint ! also they didn't give me any receipt each time I went for these issues ! but of course they have these records on their system also I have a record shows the noise and confirmation emails with all appointments, I asked them to return this car as It's malfeasance, totally bad material and finishing also it's not safe for me to drive it anymore but they refused and start to give me more promises, they are selling cars with malfeasance, They should respect their customers and how they are satisfied with the expensive products they bought ! Now it's only 9000 KM on it with all of these issues, what will happen when I reach 100,000 KM . The total price is 44,822.18 $ I paid 10,000 as deposit and 34,879.68 $ to finance, 581.33 $ by monthly So I paid 15,813.30 $ till now, All what I want now is fully refund of the amount I paid as I don't trust these guys anymore and will never recommend them to others. ****** *****

  

  Business response

  30/11/2022

  Hi,

  We are actively engaging with Mr.***** in trying to assist with the concern for noise. We have attached previous service records to indicate that we had changed a few parts under warranty. Mr.*****'s concern is still being address and the next appointment we have with Mr.***** is first week on January. The noise complaint is very minimal that it is periodic concern. We have raised this issue to corporate Mitsubishi as well, and they have recommended to follow through the next appointment first. Alternatively, Mr.***** can raise this concern to ********** ****** ****** via ************************** as this concern is a manufacture build issue not a dealership issue as we are actively trying to help. 

   

  Customer response

  30/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: first of all they didn't mention the noise coming from back wheels which is totally unsafe also they mentioned that it's minor noise coming from interior which is not accepted at all as it distracts me while driving,Many times i was about to hit others on top of that it's a new car that shouldn't has all of this issues, They tried to fix this issue during 2022 and they want me to wait one more month !! Even it's manufacture issue , They should return this car, I'm still dealing with Mitsubishi agent, I don't accept this solution at all.
  
  Sincerely,
  
  ****** *****

  

  Business response

  01/12/2022

  Mr.***** we have provided solutions and instructions. If you feel that is not adequate please contact ********** ****** ****** customer's relation team directly, and they will instruct us, franchise dealer, the next solution. 

  Customer response

  01/12/2022

  
  Complaint: ********  
  I am rejecting this response because this is your car, you are the seller not ********** ******, I don't have to lose my time although I already sent to them, they didn't reply so you have to return it or at least change it with a new one with no issues. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  02/12/2022

  Case has sent to ********** ****** for review. Recommendation for next service appointment still recommened. 

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the day of Febuary 27th, Mitsubishi asked me to put down $2000 dollars deposits for the mitsubishi ****** and asked me to signed on the deposit form, I requested for automatic shift and i want the mitsubishi ****** is to be factory in Japan. When i signed the deposit documents, Allen W*** (Salesperson) told me the car is made in Japan and its an automatic shift and its available in stock, so i putted down $2000 dollars deposit to buy this car. But the truth is, the car is made in a Thailand factory, its not orginally made in Japan, and the car is manual shift. The salesperson lied to me with two false answer and not willing to refund the deposit back on the same day as i requested. Its ridiculous that Metrotown Mitsubishi lied to and even asked (with hard convinced like ******) me to put down the $2000 dollars deposits. The next day, a manager name Jason called me and refused me with the request refund with a very **** tone and conversation. I am requesting the $2000 dollars deposit back as i see theres no trust in this delearship. I also did not even purchased the car, its only the deposit.

  

  Business response

  15/03/2022

  Hello,

  Thank you for reaching out to us and brining this matter to up. I have attached the initial intent to purchase agreement and our deposit agreement with *******. 

  ******* visited our dealership on Feb.27 to inquired about the 2022 ****** and has gone through the whole sales process with our sales, Allen Weng. All the current promotions, vehicle specs, pricing, and financing terms as been thoroughly discussed with ******* on his visit. 

  When we signed the purchase agreement, we have followed with a deposit agreement that is subject to financing approval. If the financing is declined, then the deposit will be return back to the customer. However, if the financing is approved, then the deposit will be used to hold the vehicle as partial payment until customer picks up the vehicle. Everything was discussed in English and in Chinese as that is *******'s preference. 

  ******* knowingly entered this agreement and signed all the documents. Later the day when we arranged the financing, then ******* changed his mind after a phone call to his wife. 

  ******* has expressed the following reasons to withdraw the agreement:
  1) He needs to leave the country as soon as possible

  2) The car is not made in Japan so he needs to buy a *******

  3) The wife disapproves his decision. 

   

  ******* has been a valued service customer with his older vehicle that was recently total loss. I have checked the records and our internal message also indicates that ******* would change his mind and challenge services done to his vehicle after the work was completed. Our internal recommendations was to have ******* sign off all agreed service work before our technicians start on it. 

  I have provided a solution to ******* to use the $2000 deposit as a form of a credit for future purchases or transfer to his friends and families. I have suggested it he could use it towards even after-sale packages, winter tires, regular maintenances etc. for his newly ordered Toyota 

  Customer response

  15/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: First, I paid on full amount every time when I go to Metrotown Mitsubishi to service my old vehicle, I negotiated the maintenance price in the beginning and after the service, the price changed and went up higher. I can report and take Metrotown Mitsubishi to court for extra charges without telling me what they did with my vehicle and for charging customers with different total amount in the beginning of services and after the services. Why did the payment went up after when you have maintenance the vehicle? Why is the price not the same from the beginning when we discussed clearly how much you will be charging?

  
  

  In addition to the new vehicle, I rejected your solution because on the day of signing, you did not hand me a copy of contract, you asked me to signed before you checked the non-refundable deposit with a check mark. You changed the contract and the vehicle’s vin number without giving me a notice. Is a contract VALID without giving customer’s a copy? No. Is the contract VALID when you change the information on it after the customer have signed? No, and it’s *******. Why are you ******* me to buy a winter tire or do service with Metrotown Mitsubishi? This is ******* consumer to spent in your store and it’s *******, I have the consumer right and I can spent wherever I want. Why would I spent my money with Metrotown Mitsubishi’s terrible service.
  
  Sincerely,
  
  **** ****

  

  Business response

  15/03/2022

  Hi

  The customer initially intended to buy a manual transmission then later asked for an automatic transmission which we were able to locate both vehicles as well. Customer has already filed the same complaint with **** and we will wait for the decision from **** to proceed further with this customer. 

   

*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. ↩