ComplaintsforAuto Gallery Mitsubishi - Murrieta

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Replaced transmission under warranty and job was not done correctly. Car is not functioning or drivable. Dealership refused to fix it.

  Business response

  12/21/2022

  The vehicle came in on about 6/09/21 with 95,414 Miles on it with a Transmission concern we found that trans needed to be replaced we replaced it under factory warranty.  

  Then on 6/26/21 with 95,793 miles customer brought the vehicle in with an abnormal sound and we replaced a wheel bearing under warranty. 

  On 10/02/21 with 99,016 Miles customer brought vehicle to us with a brake noise we resurfaced all 4 rotors customer pay.

  
  

  If there was an issue with transmission replacement it would be known with in 30 miles or less of replacement. Customer made no mention of it, at any of the return visits.

   Also it's been over a year since transmission was replaced and is therefore out of warranty now. What is the current mileage?

  Customer response

  12/21/2022

   I am rejecting this response because: Warranty's are provided by the business as a good faith effort to protect the consumer from factory defects in the replacement product, and are contingent on the workmanship being of good quality and an appropriate/correct repair.  Mitsubishi's technician did not repair the sensor wires in compliance with the Society of Automotive Engineer's standards which include soldering and heat shrink,  or crimp and seal connectors.  These connectors are required for wire repairs that are going to be exposed to the elements, ie: in an exposed engine bay.   Mitsubishi's technician simply twisted the broken/severed wires together and wrapped them with a non-electrically insulating fabric tape.  This fact voids any/all protection that can be claimed by Mitsubishi.  Further, this makes Mitsubishi liable for the failure of the transmission and responsible for fixing their error.  Legally speaking, the improper repair is the causation of the failure.  Photos of the faulty wiring have been sent to the dealership that did the faulty repair, Mitsubishi's corporate office, and are attached to this complaint.  The current mileage is 110862.
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in Mitsubishi September 2nd to finance one of the cars I seen on the Lott, I was pre approved thru global lending service I didn’t end up financing the car that i wanted with global lending and found a different car with a different lender so we ended up proceeding with the deal until the manager attitude start being very unprofessional/judgmental so I let him know how I felt about his attitude and he got very furious and ran up in my face like he was gonna hit me ( he is a man ) so after all that they told me they didn’t wanna proceed with the process and they make the decisions who they wanna finance to and they didn’t wanna finance to me anymore., at this time I’ve already paid a down payment of $3000 with 2 of my cards so they told me they’ll refund me my money the day I left ( I have one of the managers on camera saying it ) they didn’t refund me HALF of my payment until September 12th and I’m still missing $500 I’ll called these people many of times they very disrespectful and asks if I can comprehend smh very bad business

  Business response

  09/21/2022

  Hello *******, 

  
  

  I am very sorry to hear about this. I've been with AGMitsu for over 10 years and have never - ever - heard of such an experience. I'll of course will look into this. Would you please confirm the following:

  1. Date of your visit with approximate TIME

  2. Location (Murrieta or Corona store)

  3. Staff you met with, not just the employee you had the finance discussion with, but also everyone else involved in helping you that day. 

  4. Do you have a VIN Number for the car?

  5. Copies of any emails to staff in regards to the refund(s).

  
  

  Thank you,

  ****

  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/05/2022 we came in to purchase an advertised 2014 BMW i3. We inquired about the battery capacity and were assured it met all the dealerships high criteria inspection. Advertised price was approx. $17,500, after digitally signing paperwork for a monthly payment of appx. $475 we were never shown any physical documents with pricing, all documents were given to us on a usb. From the their website: "Come and check out our full selection of new Mitsubishi vehicles, or get a great deal on a reliable pre-owned model. No matter which vehicle you decide on, our professional finance team will help you get settled with a competitive financing or lease plan. Lots of folks in Murrieta count on the high-quality vehicles and services found at Auto Gallery Mitsubishi - Murrieta, and we look forward to living up to our reputation every day. Stop in and see us today, or contact our staff with any questions!" Once we physically viewed the paperwork and saw all the included charges we were in shock, the most egregious being the $4995 cash price accessories line item that was never mentioned or approved. We immediately tried to reach the dealership only to be sent to voicemail every time. Then we attempted email to have it bounce back with a message saying the email account doesn't exist. The email that is printed on the business card I had only because I managed to convince the saleperson to give me before we left. We did some research and located **** and H**** ******* as the owners, we called again and explained how necessary it was we work on this immediately to find a resolution. Ultimately all we were offered was to unwind the sale by 8 p.m. that same night which made the offer mute as we were unable to meet that deadline because of work schedules, and an offer to PURCHASE an additional extended warranty since the speedometer is stuck on KM and the battery capacity dropped 10 miles in 2 days. The resolution we seek is a refund for the finance$4995 in the amount of $5916.58

  Business response

  08/16/2022

  Hello,

  
  

  The dealership has been in direct contact with the customer via email. The dealer graciously offered to allow the customer to unwind their purchase and provide a full refund, even though several days had already passed from the time of sale. Please note the customer did not purchase a contract cancellation option, so the dealer had no obligation to offer the recession. The customer was offered the option to unwind on 08/10/22 at 4:16PM. The offer was made in writing and specified that we would allow the unwind until 8PM the FOLLOWING night, 08/11/22. The customer never mentioned a scheduling conflict preventing the return. Instead, the dealer received the following communication on 08/11/22 at 3:45PM: "Unfortunately, upon further review we are unable to accept the terms of your offer."

  
  

  In regards to the speedometer being "stuck on KM", the dealer advised the customer: "that is a setting that can be changed. If you would like to bring the vehicle in, we would be happy to assist. With that being said, I was able to find seemingly simple instructions online if you would prefer to change the setting yourself: Turn car on, go to main menu, settings, language/units, distance, select mi or km. Please let me know if you have any further questions in this regard or if the instructions don't work." The customer has not yet brought the vehicle for such assistance. 

  
  

  In regards to the battery degradation, dealer advised customer: "In regards to the battery range, there is no way for us to foresee such a change. With any vehicle, battery performance is expected to degrade over time. This vehicle is 8 years old with nearly 70,000 miles. Battery degradation is expected. An extended warranty / service contract could protect you from having to pay out of pocket for a new battery, should it ever degrade far enough to require that. " Further, the dealer advised customer: "I would also like to offer a service contract / extended warranty to you at our cost (no markup)." The customer has not yet chose to accept this offer. 

  
  

  In short, the dealer has provided the customer several options to remedy the customer's concerns. The customer has declined such assistance. 

  Customer response

  08/18/2022

   I am rejecting this response because:
  It does not address the direct fraud committed by the dealership by adding the unauthorized $4995 cash accessories price, the dealer never providing any visual representation of the contract during signing, providing unreliable contact information delaying any contact to resolve issues. It was fraud and textbook predatory lending practices. 
  
  

  Business response

  08/21/2022

  We are sorry you feel that way, and we are sorry if you chose not to read your sales documents prior to signing them. We are not a lender, therefore we cannot be a predatory lender that you so strongly insist we are. We have done everything in our power to resolve your issues. Thank you

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 3/8/2022. I am Happy with the vehicle so far. It has been almost 5 months an I have yet to receive my license plates and registration. My temporary plates expired on June 6, 2022. I called the dealer and asked to talk to the finance department and they would not put me through to them. their reason was they finance dept was too busy and I would need to contact them via email. I have tried numerous times and no response. I tried to contact them through the website also with no response. The gave me a flash drive that was supposed to have my financial documents on it but it is inoperable. This was also explained in the email to them as I don't think all of my down payment was applied. I feel this is unacceptable business behavior and I will be hiring an attorney if this is not reconciled immediately.

  Business response

  08/16/2022

  Hello,

  
  

  The dealership has reached out directly to the customer to resolve the concerns.

  
  

  The DMV fee's are estimated at the time of sale. The actual fees to register the vehicle exceeded the amount paid at the time of sale. The customer purchased a commercial truck and the difference in fees were caused by weight fees that were not accounted for by the CA DMV's estimate system at the time of sale. 

  
  

  The remaining balance is $227. Once that is paid, the dealership can proceed to finalize the registration for the customer. The dealership apologizes for not communicating this to the customer in a timely manner, but as of today we are all in communication and fully aware of what's going on.

  
  

  Moving forward, please contact me directly by email at ****@autogalleryca.com or phone at ###-###-####. We will work to get everything resolved for you and ensure you are happy moving forward.

  
  

  Thank you sir,

  
  

  **** G.

  
  

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Online pricing for vehicle was 26,000 the sales person told me it went up 6,000 due to taxes when I asked to see in writing he never sent to me I also told him do not run my. O signer credit anymore as they backed out I left several messages and texts and they ignored them when we.called the manager sam said they added 5,000 dollars due to premium which is not anywhere on internet or was I informed prior to running my credit this should be against the law for a business to operate in such fraudulent ways infeel my rights as a civilian were tale. Away and gave me fraudulent information this needs to stop and I need this off my credit report as well as my co-signer

  Business response

  07/03/2022

  Dealership solely runs credit after customer submits and signs credit application. Unfortunately, by the time a buyer changes their mind, often times the application was already submitted to a lender and then ran once such lender reviews the submitted information.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are scamming people at the dealership. They are trying to charge $4000 for a "Silver package" that was not listed on anywhere on the contract. The Sales rep ******, stated that silver package comes with all cars and is non negotiable, but couldn't explain why it wasn't listed on the contract. There was no mention of this supposed package on the contract itself and it was put into the sales price with out notice or explanation. When trying to speak with a manager, they repeatedly declined. We have also took our complaint to social media and found reviews from multiple people that they have done this to within 30 days from our visit. They are purposely trying to scam money from people and take advantage of buyers. ITS NOT RIGHT TO SCAM PEOPLE for imaginary packages, especially WHEN ITS NOT EVEN ON THE CONTRACT ITSELF. These sales reps are trying to pocket this money from consumers and its not right, especially given this time we are in, where gas, food and cost of living has skyrocketed. PEOPLE GO TO DEALERS IN HOPES THAT THEY ARE TRUSTED! NOT TO BE SCAMMED.

  Business response

  08/15/2022

  Apologies about the delay. This email was previously missed. 

   

  Many vehicles have added options which are listed on the addendum and also on the website. Pricing is very transparent and reviewed prior to customer's contracts being printed for their review. Credit applications are only submit to lenders after clients complete a credit application and sign it to request it to be sent to lenders. Dealership can not undue credit submissions. The purpose of obtaining lender approvals is to facilitate the sale of vehicles, not hurt customers. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to buy a vehicle at this dealership and we’re prepared to pay the price advertised. When we went in to buy the vehicle they tried to add a $4,000 tire package that was NOT listed on the sticker or the internet ad. They are fraudulently advertising vehicles and not guaranteeing the prices listed. There was NOTHING advertised about additional tire charge or LoJack charge. They added that after we came into the office.

  Business response

  06/28/2022

  All equipment and accessories are listed, customer may have not looked for them previously.

  It's a very tough market for small business currently, severe inventory shortages. A New Car store with 1 or 2 NEW units on hand is becoming an unfortunate norm.  Most dealers have a 7,000 "mark up", and pricing may change from one day to the next.  This isn't to scheme customers, it's to keep the lights on. With the mark ups, these are still competitive deals, as they are not available anywhere else for less either. 

  Customer response

  06/28/2022

   I am rejecting this response because:
  
  The markups WERE NOT listed and your business listed a price and then tried to “add on” more money to make more money fraudulently. What’s funny about the whole thing is we were prepared to pay the 27,000 listed price and now you have lowered the price to 23,000. If you are a small business trying to keep your lights on, you would have made a deal that day and not have tried to get more money from us. The YELP reviews say it all. There is nothing about a 1 star rating for your dealership and let me remind you that Mitsubishi Motors is not a small business. It is a very large business with dealerships all across the country. We have proof that your dealership did list any add ons in the online ad. You may have them listed now that the BBB has gotten involved, but prior to my complaint, there were no add ons listed, therefore, you were trying to scam your customers. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They used the bait and switch practices to get me in the door and refused to sell me the vehicle when I wouldn’t agreed to pay 1000 fee for using my own finance company and 5000 dollar protection warranty that I did not ask for. They didn’t even tell me about any of this until I start questioning why was the price so much higher. They ran my credit without my permission because I had a pre approval offer from my bank. They were extreme rude abs unprofessional and uses shady sales tactics to get people into the door and try to trick them Into purchasing add one and warranties without the customers knowledge. I called them twice before I drove the almost two hour drive on top on the 90 minutes I spent there for them to do paperwork that was not needed. I wasted almost 6 hours out of my day and 85 dollars worth the gas because of they shady tactics and want to be reimbursed for my gas at least.

  Business response

  03/23/2022

  Dealership wouldn't be able to run credit unless the customer submits an authorization to do so and completes the credit application. It's normal for any dealership to run credit despite customer having secured alternate financing, because dealership needs to ensure that they will be able to finance customer in the event the customers lender ads stipulations later and withholds payment for any reason. The only exception  to this would be if the customer brings the payment check from lender in hand upon purchase of vehicle. All vehicle pricing is clearly itemized.

  Customer response

  03/23/2022

   I am rejecting this response because:
  
  They ran my credit 6 different times and even ran it twice to the same bank **** which I was not aware of. Plus they did not disclosed that they had to run my credit they just did it and told me I had sign some paper for them to even tell what my credit score was. Plus the price that was listed on the car advertisement did not saying any thing about a fee for finances outside of the dealership or 4995 dollar warranty that I wasn’t even aware of in the numbers they gave me. I had to demand a couple of the number breakdown to even know that it was include in the inflate monthly payment they gave me along with a interest rate that was twice as high as my approval letter. They wouldn’t even take my approval and lied and said they could look it up online which isn’t the case because I called capital one today and asked and without the reference number they couldn’t even see my approval offer. They also failed to mention they ran my credit six different times causing six hard inquiries on my credit report which I want removed because they where done without my authorization which is fraud. Plus bait and switching is illegal in the state of California. Look at there Yelp reviews they tried to do this with almost 100 other people they need to beheld accountable for there actions so they can’t keep doing this to other people. 

  Business response

  03/25/2022

  The credit application specific**** states that credit may be run by multiple lenders. The dealership utilizes the standard California credit application, and the disclosures address this. When the application isn’t approved at the terms the customer is seeking, it is normal to submit it to additional lenders. The goal is to be able to match the interest rate the customer is claiming they are approved for with their own lender, in case that lender doesn’t pay the dealership for any reason.  

• Initial Complaint

  01/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The date of the transaction was 1/28/2021. The amount of money paid was 40,647 dollars. They committed to provide me a vehicle with all the correct components and an option to dissolve my contract should I NOT be satisfied with the service. The nature of the dispute is bait and switch tactics, manipulation, fraud, and a multitude of other unsavory sales tactics to get consumers locked into lengthy contracts. The business has advised that they are not obligated to resolve the issue. According to them they have been paid and want nothing more to do with me. They advised that they have no cooling off period unless I obtain a contract cancellation option. They said if obtained I would have a 2 day period. This option was NOT provided to me in the financing of the vehicle. They also failed to provide me with any contract as I left the premises so I could NOT verify anything until I fought with them to print me a physical copy the next day. The contract number is 111345.

  Business response

  02/14/2022

  All customers are offered contract cancellation options and dealership always encourages customers to make such purchase. Logically, it is always in the dealerships benefit when customers make such purchase as they are an additional profit source for dealership and provide flexibility to customers in the event they have a change of heart about their purchase made, which in turn benefits the dealership as it allows for a smooth return process and frequently results in an second vehicle purchase from dealership by customer.  Dealership has no benefit to not offer a contract cancellation option to customer. 

  
  

  The standard term of a contract cancellation option is 2 days or 250 miles. Should customer still be within the mileage limitation, dealer has agreed to allow customer to return the vehicle by paying the appropriate cancellation fee of 1% of the vehicle purchase price, plus first month contractual payment plus DMV fees the dealership already disbursed to the DMV to obtain a registration for Mr. *******.  Mt ******* may be able to request a refund for such fees paid from the DMV. 

  
  

  If customer is within mileage allowance and would like to accept dealerships offer, the vehicle must be brought to the Corona location no later than February 23rd, so it can be inspected for cleanliness and to rule out any abuse.

  
  

  Dealership requests customer response with a selection of following available times for such return inspection:

  
  

  02/15/2022 10:30am, 1pm or 2pm

  02/16/2022 10:30am, 1pm or 2pm

  02/17/2022 10:30am, 1pm or 2pm

  02/18/2022 10:30am, 1pm or 2pm

  
  

  02/21/2022 10:30am, 1pm or 2pm

  02/22/2022 10:30am, 1pm or 2pm

  02/23/2022 10:30am

  
  

   

  Customer response

  02/15/2022

   I am rejecting this response because:  I have already tried to turn this into the dealership and have been told that my contract could NOT be cancelled.  I did this on the second day I had the vehicle in hopes to buy something else (possibly from their lot).  I was under the impression that the 2 day period was standard and I was also told by the dealer it would be.  When I came back they told me that they would NOT take it.  

  
  

  Now I have had the vehicle over a month.  I have paid down 5 K of the loan.  I have also added 2K in accessories of my own to the vehicle.  I have also driven been driving the vehicle as well.  Why would this company state all that just to turn around and reject the return?  It is because they are shady.  This company even though they say they will take the vehicle back will NOT.  I have already tried.  Did it 17 hours after the purchase in hopes of getting something else.  They denied it and said they would NOT uphold their 2 day policy.  
  
  
  

  Business response

  02/16/2022

  Dealership staff have made best efforts to provide a reasonable accommodation to customers request. However, if the customer is not willing to exercise the option he has requested himself, what is the point of such requests? Please refer back to the original response with over a dozen appointment options and make appropriate selection. If additional payments have in fact been made to the lender, those can be worked into any applicable refund. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction Date: 10/10/2021 Amount paid for Down Payment: $2,000 Purchased 2016 Mercedes was not offered cancel contract option, warranty, gap. When driving vehicle home from the lot the check engine came on. Was advised from Manager ***** to take vehicle to Corona location to get looked at on 10/11/2021. Took the vehicle to that location on 10/11 and service department informed me there was an oil pump issue and if I don’t take care of it engine would give out. I was told to take it to Mercedes for repairs and they wouldn’t cover it. I called ***** to get a copy of my contract and never received it. Attempted to cancel my contract before 72 hrs due to the vehicle issues and informed them I would pay cancelation fees They stated they could not do that. I asked for a copy of my contract since I was not offered warranty or cancelation option and they informed me that the lady that arranged the contract is just a receptionist and not in the finance department and can’t cancel deal.

  Business response

  10/13/2021

  All customers are offered a contract cancellation option, and if when available warranty and gap. These are most dealerships primary profit sources! We hope that 100% of customers purchase all 3 products on every purchase. But we can’t force these on customers and if they decide it’s not for them due to the monthly payment increase or other, then unfortunately we also can not award the coverage when it may be needed. The dealership sells all vehicles in as is condition and allows pre-purchase inspections. We, like the warranty providers hope customers never have to utilize warranties, they are there in case. Unexpected can happen a month after purchase or 5 years down the road. While we can not add such products later (due to warranty administrator policies) we can offer customer to return and trade the vehicle in for an alternative vehicle and then purchase said products on that unit. 

*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. ↩