ComplaintsforMitsubishi Motor Sales of Canada Inc

• Initial Complaint

  23/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My family and I purchased a brand new mitsubishi Outlander in Jan 2023. In May of the same year I was struck by a drunk driver and the vehicle sustained a lot of damage. We were told that parts for our new vehicle were not available and we would not have them for at least 5-12 months. We did not qualify for a rental under our insurance policy, due to the other person involved having taken off from the scene of the accident. We have been left without a vehicle for 5 months at this point. All attempts to get updates or to obtain the parts sooner have been dismissed by Mitsubishi. ** *** * ****** **** * ***** ******** **** ****** ******* Not having a vehicle has cost us thousands in additional fees we would not have otherwise. We have not been offered any help in any way from mitsubishi, if anything, they have made this whole ordeal that much worse. I drive by their lot often and see brand new vehicles being sold and new vehicles on the road. They clearly have parts inventory but have been keeping them for new sales, rather than providing them for vehicles they had already sold.

  Business response

  25/10/2023

  Dear ******* ******,
  
  Thank you for reaching out and sharing your concerns with us regarding the delay in obtaining parts for your Mitsubishi Outlander after the unfortunate incident in May 2023. We sincerely apologize for the inconvenience and frustration this situation has caused you and your family.
  
  We have investigated the matter thoroughly, and we want to inform you that Mitsubishi Canada received a stock order from ***** Mitsubishi, located at **** **** St, Moncton, NB *** ***, in June. All the required parts were dispatched to the dealership, and they confirmed the receipt of these parts by early October.
  
  According to the dealership, the parts were subsequently sent to ********* *********, located at *** ******** ****t Rd., Charlottetown PE *** ***. They acknowledged receiving the necessary parts for your vehicle.
  
  We genuinely regret the challenges you've faced, especially considering your family's circumstances, and we deeply sympathize with your situation.
  
  Thank you for your patience and understanding.
  
  Warm regards,

  Customer response

  25/10/2023

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

  We still are waiting on more parts that did not arrive with the order you mention in your response. We are still without a vehicle, does a May - Oct/Nov wait seem acceptable or appropriate, ********** *** * ***** ****** **** ******** *** **** ****** ******* Left with no vehicle and the local dealership refused to even consider doing a short term lease for us. We did not expect any freebies but to at least have mitsubishi work with us on a solution to a problem which was caused by your lack of parts, so we are not left without a vehicle, which by the way, we are still paying for. Why sell vehicles that you are unable to provide parts for?
  
  Sincerely,
  
  ******* ******

  Business response

  09/11/2023

   
  
  We would like to reiterate that all parts which were ordered previously have already been delivered. 
  
  Your Body Shop ordered additional parts on Oct 31st, 2023. Only one uncommon item (passenger's single rear seat) is delayed, and we are trying our best to deliver the part as soon as possible. 
  
  We are working hand-in-hand with our logistics team to see if there are other available avenues through which we could secure this item more time-efficiently for you.
  
  We will keep you apprised of developments and promise to do our utmost to deliver this item with the least amount of delays possible.

  Customer response

  15/11/2023

   

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

  We still do not have all the parts, I do not understand why you continue to tell me they have all arrived. We are still missing some sort of clip, not just a seatbelt. That missing seatbelt is going to make it impossible to take my children anywhere, so there goes another 3 months of not being able to use the vehicle. Do you think 9 months is acceptable? What do you plan to do to make it up to us? 

  It has been sitting at the repair shop longer than we had even owned the vehicle, you have done absolutely nothing to rectify this situation or make it easier on my family and I. I have been dismissed, spoken to very rudely and told multiple times that "it's not mitsubishi's fault I was hit by a drunk driver", which I find very disrespectful, I was called * **** by customer support when I called to speak with someone. The dealership that had ordered the parts completely refuses to speak to my spouse or because I contacted corporate. So we can't get any update on why we are still waiting. This has been the single most frustrating and horrible experience with a business I have ever had. ** * **** **** ******* * **** **** **** * **** *** ** **** ***** ** * ******** ****

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

  Business response

  16/11/2023

  The original parts order has been satisfied. However, 2 additional orders have since been forwarded to our parts distribution center. Required wiring harness was ordered last week and will soon arrive at the dealership. There is no order for a seat belt. The body shop has ordered a seat cover, which is an uncommon order. This makes it slightly longer to satisfy.

  A reminder of the urgency of the requirement has been escalated to our parent company in Japan in order to provide as time-efficient shipping as possible.

   

   

  Customer response

  22/11/2023

  
  Complaint: ********
  
  * ** ********* **** ******** ******** **** * **** ** ** **** ********* *** *** ****** Mitsubishi messed up, you sent the wrong parts and the auto body shop was forced to place another order. Stop trying to put this on the auto body, **** ***** *** *** ** *** **** ******** The auto body shop has been nothing but honest and kind, most everyone in our city knows they are a good business with employees who care about their customers. Stop trying to throw them under the bus, it's not going to work. 

  Your dealership that the parts were ordered through is refusing to get the seatbelt shipped to us now. So where does that leave us? Are we supposed to just go without our vehicle at all, leave it at the autobody permanently, while we pay it off for the next 6 years? What are we paying you for then? We don't have our vehicle, your dealership won't get the seatbelt shipped to us now and keeps messing up the orders. * ** ** **** ** ******* **** *********** **** ** **** * ***** ******** ****** **** ******* *** **** *****. I have yet to speak to anyone within mitsubishi who is actually willing to help and who doesn't try to put blame on everyone else who is involved in this mess!!! It is your vehicle we have, it's your parts we need. We can't make these parts ourselves, we are at your mercy and you just don't care and are now refusing to get the part we need shipped. ***** **** ********* ** *** **** ** **** *** ** ***** *****

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

  If going without a vehicle is no big deal, then why doesn't someone from mitsubishi give up their vehicle for us. Clearly you think it doesn't have any impact on our day to day lives, you clearly don't care what this has done to us financially o* *** **** ******** *** ****** ******* ********** *** * *** * **** *** ********* **** ** ****** ****** **** ****** *** **** *** ****** ***** ** *****

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

  Customer response

  30/11/2023

  We do not have a parts order, the dealership refused to order the required seatbelt. They were sent the wrong seatbelt and said it'd be another 3 months wait, at least. The autobody shop did some investigation and found a new one at a mitsubishi dealership in Florida, they asked for ****** Motors to order and have it shipped. ****** Motors refused to do this, stating that they do not want to deal with this dealership. The autobody shop was forced to have someone they know close to the dealership in Florida, pick up the part and have it shipped ground, as it was prohibited from being shipped via air. They expect it to get held up in customs, this might have been prevented if the order came directly from mitsubishi. At this point it appears that the dealship is purposely being difficult. They stated to the autbody shop that they are angry that I had reached out to Mitsubishi Motors of Canada, as it lowers their reputation with them. 

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