ComplaintsforMitchell Volvo and Land Rover Simsbury

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Transaction Date 12/15/23 Dealer- Landrover ** ********* Mitchell Auto Group Purchased a used Landrover from them. Dealer was very limited in what they would share via text or email. I received my financing from my local bank, let the dealer know and could we schedule a pickup? The sales rep responded that they do not accept outside financing(text attached). They said they would handle it but refused to share the rate or any financing information with me before my arrival. I was traveling 2 hours so this info would have been helpful. I asked about 2 services that were included in the charges, Window Etching, and Glass Protection.- Finance Manager Kirk C*****, said these are mandatory and they will not sell a car without them. Why would these not be included in the sales list price...this is a misleading practice. So the Sales price listed on the website is not the sales price. When presented with Financing an interest rate was 2+ points higher than I could get from my local bank but they refused to let me use private financing(they said this is all outlined on their website but it is not). In my opinion, this dealership is practicing manipulative practices to result in a better return for them. I would like the contract to be looked at and renegotiated without the mandatory items and using my own financing

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2024 **** on 8/28/2023, as of 9/17/2023 I have not received my registration from Mitchell Volvo. I would have thought when buying a $50k+ vehicle I could expect some semblance of customer service. I reached out to my sales associate numerous times in the 21 days to get a status on the registration. He continuously blamed my insurance company for being slow returning my RTA. When my insurance company wasn’t being blamed it was the Mitchell business office. I finally reached out to my insurance and was informed Mitchell had not supplied a return fax number. I informed my sales associate and days went by with no communication. At many times I was going unanswered or with 24+ hour delays in response. I attempted to contact the Mitchell Volvo general manager, Jim G*******, leaving multiple voicemails with no response. After multiple attempted communication I called Mitchell sales line and attempted to get Jim or my sales associate Mike P********* to get a fax number to supply my insurance company. That call ended with me in tears as I was told no one was available and that Mitchell’s did not have a fax number. The last communication I received was from the sales associate on 9/16 at 12:46pm saying he would call me with his manager shortly, I am still waiting on that call 33 hours later. I have been driving my car illegally (and unknowingly) since September 4th, Mike P. did not know the ** plate transfer laws and via text message continued to tell me I was wrong. Regardless of a 7 day or 21 day grace period for registering a vehicle, it is up. Mitchell Volvo did not deliver on their promise of customer service and completing their duty to register the car. I paid for a service and that service is non existent. Their duty did not end when I drove off that lot. Needless to say, I will never recommend Mitchell to anyone, and this experience has tainted my belief in Volvo being a superior product and service supplier.

  Business response

  09/19/2023

  Thank you for your help.

   

  I did talk to the Customer last night and she seemed happy and relieved that I reached out to her. We will be processing her registration with **** ***. Customer (******) and I have each others cell phone, and we agreed to communicate and make sure she gets her registration ASAP.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I agreed to purchase a new ********* from Mitchell Subaru in 12/2022. After delays, I was told I needed to drive my car off the lot when it did not have all of the agreed upon features that were financed or fear having my interest rate increased because it would be a new month. The day I went to pick up the car, I signed for everything and was told there were computer issues and to wait. I was there 5 hours. It took an additional 3 days. There were issues immediately: Android Auto would stop working, or not start at times, the screen showed my phone was charging, but would not charge, the gas gauge could increase by 100 miles after driving for hours on a full tank, the fuses blow, navigation would disappear and not come back, the and the radio would stop working. I contacted them right away and was told repeatedly that nothing was wrong. I lived and worked rather far, but drove down and back for multiple appts. I was told I needed a different cord; I did not. I was told the fuses were fine, until I brought the employee to the car to see with my radar detector. They then called and asked me to drive them that same cord to test against theirs (a 2 hour round trip; I refused). I became injured and ill, but contacted again when a phone that had supposedly charging for 2 hours went dead when I was lost alone on foot, having a severe asthma attack, having been separated from a friend. When I found the car, but not my friend, I tried to charge it. It did not work. After relaying all of this information, the service manager asked me to choose a day to come in and take a loaner so the car could be reexamined. That day I called and was told I did not have an appointment. Today I had a medical emergency while driving, and navigation went out, and I could not connect with my phone. The bluetooth would not even work. The fact I was not in an accident, or hurt someone, is incredible. I told him this was a safety issue, for me and others; he did not listen, and I was hurt again.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of May our Subaru encountered a catastrophic failure in which the vehicle lost power. Power Steering, ABS, Traction control, Power Brake assist, all gone without warning on a dangerous road. We had the vehicle towed to Mitchel Subaru where all of it’s previous major services and repairs were conducted. Over a month of negotiating with Subaru of America, creating case # ************** ************** ************** *************. All for the same issue most tickets being closed with no communication back. Currently these are the only options I have been able to get from Mitchell and SOA. 1. Continue the repair and based on the numbers below, with Subaru Goodwill covering 50% of the $9,670.67* repair ($4,835.35* out the door) 2. Receive a $2,500 credit towards a Brand-New Subaru of our choice. 3. Pay $1,232.35* to Release the vehicle and hand carry out the failed engine components. This catastrophic failure is a direct result of defect or workmanship from ** ******* This ** required the swap out of the short block and was performed at Mitchell. The failure occurred on the mating surfaces that were joined during that repair. That repair only lasted 50K miles. Had it not been for Driver skill/quick actions we or others could have been injured or worse. What assurance will we have that this repair will be any different? Regarding the second option, we were only able to mitigate the situation because she was driving a vehicle with a manual transmission. SOA does not currently produce a vehicle in the US that we feel meets our available equipment and utility needs. Considering the current offerings/prices the $2500 reduction does not provide nearly enough value compared to a completely paid off vehicle that still manages to check all our "boxes". What of our 2015 Forester then? I do not think it is fair to pay Mitchel $1232 to diagnose their failure.

  Business response

  07/25/2022

  Hi Stew,

   

  This email is in response to case # ******** vin ***************** and in it I am addressing the concerns the complainant outlined that are related to Mitchell Subaru.  Case numbers generated through Subaru of America(SOA) are handled by SOA and directly and not by Mitchell Subaru.  The complainant's outline of the options available to repair the engine/not repair the engine, and dollar amounts towards new purchase are accurate.  The complainant's claim of a defect in workmanship on repair order # ****** is false.  In addition, we have had the vehicle here only two times since the short block replacement done on repair order # ****** not including the current repair order.  The first visit after repair order # ****** was repair order # 344574 at 64556 miles where we performed an oil change and two recall repairs neither engine related.  The next visit was repair order # ****** at ****** miles where we replaced a failed a/c compressor.  That's a lot of maintenances due that were not done here.  We are not responsible for the failure of the motor.  We are however in the customer service business and as such want our customer to be happy. Therefor as a onetime gesture of goodwill for customer satisfaction only, not as an admission of any responsibility for the failure, Mitchell Subaru can offer a discount in the amount of $616.00 towards the tear down fee which is half of the original amount. Or we can offer the same discount towards the repair cost of the motor.  This offer is contingent on the complainant and the registered owner signing a release and nondisclosure agreement. If the complainant decides to go ahead with repairs the components purchased from Subaru are backed by the manufactures warranty 1-year unlimited miles whichever comes first, and it covers parts and labor for components installed by an authorized dealer.    Please let me know if you need anything else.  Thank you for your time.  

   

  Nick D*** 

  Service Manager 

  Mitchell Subaru

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

  ###-###-####

  Customer response

  07/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Business is implying oil changes and other basic scheduled maintenance did not occur. If so, safety inspection before release from most recent service (or any previous services) will most surely have been performed?  That being the case documentation would show hygrometer readings, leaking, ODBII errors would have been noted to qualify that statement?
  
  The $1310 charge for identifying engine failure that has no other information that "detonated head." paying $1310 and not receiving an actual Root Cause Analysis, in conjunction with the necessity to hand carry the engine in pieces creates more work for us. This is about peace of mind and the business is setting the precedent that it is acceptable for a head failure necessitating a short-block rebuild every 49,000 miles costing $8-$10,000. We've been without a vehicle for 2 months now that I have been paying out of pocket for alternative transportation. I've given Mitchell its share of second chances when they refused to perform scheduled maintenance on my 2016 Outback, citing the Transmission fluid was a "Lifetime Fluid".  We just don't have the confidence in Mitchell to perform the repair and the dealership has done nothing to earn/keep our business relationship. 
  
  It was my time and multiple efforts that produced SOA's Goodwill offered to step up and cover half of the repairs, not anyone from Mitchell Subaru. The only thing Mitchell Subaru is actually offering above SOA's generous offer is 50% off a $1310 headache where I get to pick through a box of parts to make sure I get everything back in exchange for an NDA...  
  
  The power plant failed while someone was operating the vehicle on a narrow, windy, 9% grade with all driver assist features including safety equipment: power brakes, ABS, and VCS were all unavailable. People could have been injured or worse.
  
  Sincerely
  ******* *****

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had my vehicle that i bought from M******* Subaru at M******* auto body. It had been at your facility for over 3 MONTHS for repairs , These repairs should not have taken this long to begin with as i drove the car around after the accident so this wasn't a vehicle that had to be towed in or anything, I understand the logistics of the supply chain in the world today that is why i brought it directly to your shop as i figured its connected to a Subaru name and i wanted to work with the company i purchased from. I Am Very Dissatisfied with the customer service and Process regarding this. My insurance like most others only covers a month of rental car coverage so the rest is on me , so I have now had over 2 months with an out of pocket rental car bill over 2000 dollars. Your not reimbursing me for that are you? Or the 3 Months Of car payments as it sat at your shop because of the length of time it took. I finally just got my vehicle back on Friday. It was very disappointing. The work was not up to par. I'm missing fasteners all around the vehicle for the new bumpers installed I'm missing little trim piece for the shift lock I'm Missing the trim piece/ step guard/ scratch guard on top of the back bumper. The Door Rattles when its shut like a loose piece is in there. I had extra pieces laying in my car My front tire was worn on one side probably not from the accident but it would have been nice for them to write this into the quote or at least acknowledge it with me as it is a safety concern I'm missing my front license plate when i asked they said they didn't see one. (it was there when i dropped off) the car was filthy not vacuumed not cleaned rims dirty smudges on the window They said they had the engine out of the car i saw no indication IE. stripped bolts moved plastics you can just tell when an engine has been removed you see the signs mine had none. 3+ Months to get the car back not the same condition pre accident

  Business response

  08/09/2022

  Mr. **** stopped by the shop a little over a week ago. We documented all of his concerns as well as put together a small parts list. We ordered the necessary parts and they should arrive this week. I will call him immediately to schedule the installation. I just informed him via text on the status of the order today.  

  Customer response

  08/09/2022

  
  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.
  
  Sincerely,
  
  **** ****

  Business response

  09/09/2022

  Mr. **** came in today so we can install the missing parts that was documented from his last visit. I installed all parts without any further problems encountered. The tires are extremely worn, I made note of it and offered our assistance to resolve the matter. The tires weren't part of the original repair however I still offered my help. I spoke to the service Manager at Mitchell Subaru about the matter and he gave us 2 options for replacements. Mr. **** will make his decision and schedule the needed service.  

   

  Respectfully Submitted

   

  Percy W*******

  Body shop Manager

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** states on their website. Certified by ***** ***** cars are certified for every moment. When you purchase a Certified by ***** vehicle, you’ll have the same confidence and pride in your vehicles as you would a brand-new one. You will have peace of mind as you move through every milepost of life. After purchasing a certified pre-owned ***** **** through *****. There were numerous issues with the vehicle, most importantly being front end damage to grill and bumper as well as the grill being very loose. The vehicle was also never serviced for it's 30000 mile service which brought the vehicle to be overdue in maintenance which I was then told by another ***** dealer I had to wait a month in order to get my vehicle serviced raising a major concern about voiding the warranty. The reason the purchasing the ***** was for the above stated fact that they have on their own websites which is completely goes against. The dealer then told me that it was not their concern nor there was nothing they would do. This is after multiple text messages and lack of professionalism through phone calls. The manager wants to never contacted me about this which I have a previous email of his unprofessionalism as well too. I had also reached out to ***** corporate and never received any sort of call or email back.

  Business response

  07/05/2022

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

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

   

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

   

  Hello **** *** ********,

   

  Pursuant to the complaints filed by Mr. ********, I will try to keep this as brief and concise as possible, and provide more than enough documentation for you both to come to your conclusion regarding this situation.

   

  Timeline:

   

  Early April 2022, We listed the 2020 ***** ** ** *-Design on our website for $45,900.

   

  Customer emailed us an inquiry to purchase this vehicle for $41,999. See Exhibit A

   

  Customer came to ******** on  Friday April 16 to look over and purchase this vehicle.

   

  On Monday April 18 the customer came back to ******** to finish the transaction and take delivery of the 2020 ***** ** **.

   

  20 Days after delivery (May 8) **** sends our salesperson a text message wanting to know what we are going to do about missing grill supports (aka damage to the grill)

  See Exhibit B

   

  May 20, BBB opens a complaint concerning this and other issues. See Exhibit C.

   

  On May 26 I tried to reach out to **** to try and understand the nature of his complaint and try to work with him and resolve any issues.  The following day, he responded and said he would contact me on Tuesday (May 31 - See Exhibit D)

   

  On Friday June 3 Customer brings his ***** ** ** to ***** ***** ******, and they very nicely give him a loaner vehicle.

   

  I did not hear from **** until June 8 when he sent me a text to “give me a call when you can” Between 6/8 & 6/24 I did try to reach out to **** - no response. I was growing frustrated, because some of his accusations in the BBB complaint were false. 

   

  On Friday June 24, I tried (again) to reach out to ****, and he did not take my phone call, however he sent me a text - “I’m on the phone with ************* ******** ********* ****** at the moment” See Exhibit E

   

  I tried to call **** a number of times, and he was always “at work and couldn’t talk” ….

  Finally, because I was frustrated with the “I’m at work and can’t talk” …. I sent him a text on a Sunday, June 26 - “When can we talk?” **** continues to evade my request for a conversation. See Exhibit F.

  I’ve been trying to have a Conversation with Mr. ******** since receiving the complaint from BBB. 

   

  I believe on Tuesday June 28 I was able to **** ********* at ***** ****** *****. We had a professional conversation that we needed to have to help resolve questions and have an upstanding of the situation. The next day, he sent me pictures (see Exhibit G) and a few things became very clear.

   

  Why would a very fastidious consumer take delivery of a very expensive pre-owned vehicle with that very obvious grill damage?

   

  The process of “complaint resolution” ….. Why was he reaching out to BBB and ** ***** ********* ******* ******, however he refused to have a conversation with the owner of Mitchell ***** (me)? One of his complaints is completely False. See Exhibit H.

  His vehicle did have a 30K Service. And the next service is Due on March of 2023, or 39K miles.

   

  Mitchell ***** has a very high CSI and SSI rankings with ***** Cars USA. See Exhibit I.

   

  I have personally spent many hours piecing this situation, and trying to make sense of it. At one point I was almost about to offer to replace the grill. However, the more I researched this entire situation - Name calling our dealership and it’s people “********” really was not helping ****’s cause. 

   

  As you can observe through the various text messages (I’d be glad to share all of them with you). 

   

  Bottom Line: Regardless of all the chatter back and forth, I believe something happened to Mr. ********’s *****, after he took delivery. Perhaps he was at a parking lot and someone backed into him…. ?? I really don’t know what happened. I do have serious doubts that he would have taken delivery of the vehicle with that damage. Both Alex (salesperson) and Dominic (F&I Mgr.) stated that **** checked over the vehicle very carefully before he would complete the paperwork. 

   

  They both stated that their experience with **** was professional, cordial, and friendly.

   

  I don’t know what happened after he left our dealership in Simsbury? I am mainly mystified as to his method and process to try to resolve this. Customer also stated he would Not Return to Mitchell *****.

   

  If you have and questions, concerns, or thoughts on this matter, please feel free to reach out to me.

   

  Thank you for you time,

   

  Sincerely,

  Steven Mitchell V.P. 

  ************ cell

   

  I will send you the Exhibits that I scanned in a separate email. I did want to include in the email the picture of the actual grill of this vehicle when we acquired the vehicle, and the picture (Sent by Service Mgr. of ***** ****** *****).

  Customer response

  07/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******** First and foremost the dealer is twisting things around to make it sound like it was obvious damage this was damaged that was noticed after further inspection of the vehicle whichk keep in mind when purchasing a certified pre-owned vehicle the dealer does a thorough inspection of the vehicle that's why you're purchasing a certified pre-owned vehicle so you don't have to kick the tires so to speak. Furthermore, as far as not communicating with the business owner I have other priorities again hensing why I purchase a certified pre-owned vehicle so I wouldn't have to deal with these situations I don't have time for it. These are all the reasons of purchasing a certified pre-owned vehicle so you know that there isn't damage done to the vehicle so you know that all the maintenance was done in a timely fashion and that all the computers were reset. A dealer has one job to do that isn't my job to make sure that they did their certified pre-owned inspection. Nor is it my job to contact the business owner they should be contacting me and yes I do have a job and cannot contact the business owner when it's convenient for him. Most of all I don't appreciate being lied to or blamed for the damage being done in my possession I drive two vehicles both being *****s and the new purchase is something that I do not drive day-to-day it sits in a driveway where nobody can back into it. This is part of a ****** salesman approach. And if the damage was done I don't understand why this business owner has taken so much time into dealing with this matter because he knows it's not true

• Initial Complaint

  12/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, I purchased a used vehicle at Mitchell **** in ******* **, on Saturday, December 11. I paid in full on that day and was told by the Sales associate it would take a day or two to get the new plates. I thought by the following Tuesday or Wednesday my vehicle would be all set with the new plates. When I called on Tuesday the sale associate said it should be here soon. The plates never came on Tuesday or Wednesday. They kept on telling me it should be here soon. Finally I contacted a Sales manager working at the main branch. After 2 days the sales manager found out on Friday, December 17 that someone at the office, a title clerk is out with Covid. They say hopefully this person should be back this coming week and if not someone else would handle it. I have been paying insurance on a vehicle for over a week that I have yet to receive. I feel as if the Mitchell company does not care that I don't have my car yet. They got their money and what's the incentive for them to get me the car asap. I will say Tony the sales manager at Mitchell was prompt with his response and did finally get some answers on why it was taking so long. One would think when you spend over $30,000 for a vehicle that the office would make sure things get processed accordingly. If an employee is out, shouldn't there be someone to cover or pick up some of the work? I'm frustrated because all I kept hearing is, "the plates should be here this morning, or they should be here this afternoon." Tomorrow will be a week and 2 days that I paid for a vehicle parked at the **** dealership which I have yet to receive.

  Business response

  02/08/2022

  Hi! - In speaking with the customer - we have met and satisfied all avenues including picking up the customers vehicle and dropping off / providing the customer with a loaner vehicle.  We replaced the gas insert / plus the gas tank cover per customers request.  Also replaced the rear passenger tail light casing per customers request - as well as his plates were completed and provided to the customer (we sent them up when we returned the vehicle back to the customer) - unfortunately at that time our office whom is the one who handles such operations did have a covid outbreak which we cannot control.  The sales manager Tony was reprimanded due to lack of communication and is since no longer with the company as well.   In addition to - we put a brand new set of tires of the vehicle - no cost to the customer - to continue to offer above and beyond service as we apologize for the delay with the plates.  In normal non covid outbreak everything would have went according to plan as we do many many **** ******** deals a month resulting in obtaining Mass plates and registrations.   All has been fulfilled and above the call of duty performed to rectify and correct the situation

*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. ↩