Complaints

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:12/15/2022

  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.

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date:09/20/2022

  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 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

  Date: 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

  Date:08/15/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/28/2022

  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 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

  Date: 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

  Date:07/02/2022

  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.

  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

  Date: 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

  Date:06/28/2022

  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.

  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

  Date: 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

  Date:06/13/2022

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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.