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:08/12/2024

  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 came out of the dealership last march of 2023 with a brand new car 12 miles on it to be exact. i had the car for 2 months and hadn't made a car payment on it yet and i started to hear noises in June of 2023 before father day. i had took it to get looked at and they couldn't find the problem with it at first. i had another problem occur while they were trying to resolve the first issue i had. so long story short I've have new brakes rotors and struts and radio put in. so fast forward to present time. I'm still having issues with the radio they tell me its a software issue and i don't know how its a software issue if they changed the radio out and updated it. Since they put it inn a few months ago I'm having the radio go out more often than normal since i had let them know that it was doing the same thing before they put the new radio in. i told them several times that they need to take my car back and give me a new one. A couple of family members have the same car just different model and have had recalls on their car and none for my model but have had some things taken care of. They've told me my car had no recalls so why am i having problems. i just hope to get this resolved by them just giving me a new car. I feel that i should of never been in the dealership as much as i have in the past 1.5 yrs. I've spoke to the dm last week but it took for me to really go off on them to have him contact me. i feel that something should of been done over a yr ago. I've had enough i feel i paid too much for my problems that I've had with the dealership. also I've always owned a Mitsubishi so its not my first time owning this brand of car.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have reached out to ***** with University Mitsubishi to purchase a Lexus NX 300 F sport on 07/19/2024. ***** has provided a quote in writing offering the car for $30,358, this was the total price, including cost of car and all fees. I accepted the offer and was ready to put down the deposit. ***** now said he needs an approval for this price. A few days later ***** said he did not get the approval for this amount and the car will be $31,450 despite originally providing a WRITTEN purchase price proposal which was accepted by me. I ask that University Mitsubishi honors the quoted price of the vehicle.

  Business Response

  Date: 08/02/2024

  We strive to provide accurate and up to date pricing on all of our vehicles in inventory. There are third party vendors that receive a feed of our pricing and run up to 48 hours behind on real time price updates. Even though the price was incorrect online we honored the price the guest was quoted and delivered the vehicle.

  Customer Answer

  Date: 08/16/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 my 2017 Infiniti QX30 from Drive time auto sales which is next door to University Mitsubishi and I purchased an extended warranty which allowed me to take my vehicle to University Mitsubishi for service. In February of 2022 I had an electrical issue with my vehicle where I took my vehicle to university Mitsubishi for repairs and was provided a rental through Enterprise rent a car. After my vehicle was returned I was given a receipt from enterprise that showed the rental was billed to university Mitsubishi and I had a zero balance. In June or July of 2022, I received a notification from my credit card carrier advising that I was charged $440 from Enterprise. I contacted Enterprise and they advised that the charge was for the rental I had while service was being done on my vehicle in February 2022. So I reached out to the dealership, and have been giving the run around for over a year now. I have provided the dealership with the invoice, documentation from enterprise advising that the warranty did not pay for the rental and that is why I was charged. I spoke to Service Manager ***************************** who confirmed that I was not to be charged for the rental but he cannot locate the payment they made to enterprise. He has recently stopped responding to me. And I just feel as though I will never get this rectified, and as small as it may seem to others $440 in this economy is a lot. And I work hard for my money and just want the money that I am owed to be returned. I will now be forced to take legal action.

  Business Response

  Date: 03/23/2023

  Although the warranty coverage on her contract does not cover loan reimbursement over 7 days of usage and requires the customer to pay. In the name of good customer service we will issue the guest a refund for her rental expense. 

  Customer Answer

  Date: 03/24/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 have attempted on several occasions since 12/08/2022 to cancel a GAP coverage and refund of payment made with no luck. Only response has been an email with the forms prefilled for a signature with errors in the beneficiary name among other issues. I had traded the vehicle with that protection at another dealership and subsequently purchased a new vehicle and new vehicle coverage which warrants me a refund of payments I already made with this dealership.

  Business Response

  Date: 02/15/2023

  we assisted Mr ***** to get his cancelations done and issued a refund check to him. he explained once he recieves the check he will contact you to remove the complaint. 

• Initial Complaint

  Date:01/05/2023

  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've been having issues with my vehicle over the past 4+ months. Taking time out of work and losing pay over it. I brought my vehicle to this dealer because it was purchased here. ***y flushed my transmission and shortly after I started having transmission issues. *** RPM's are jumping around, transmission is skipping and overheating. Everything I'm experiencing points to the transmission. *** 1st thing their mechanics recommend is to have the transmission flushed, but don't have recommendations when they are told it had been done. ***y seem to be refusing to go thru the warranty to get the problem fixed. Junior, *** Service Advisor, said it doesn't sound like the transmission and hopes its not because it's a tough job. *** 1st time they had my vehicle i was told they re-flashed it and nothing is wrong. *** 2nd time I was charged a diagnostics fee and told it needed to be re-flashed. I voiced my concern because now I was paying for something they already did and it didn't work the 1st time. ****, the service Manager, said he's pretty sure he'll see me again and would refund my money if i have to come back. ***y returned my car with a flat tire and Junior had to put air in it. *** following day I had to get the tire patched. *** problem continued and had to return it. ***re was no mention of refunding the previous charge. ***y had my vehicle for 2 weeks. I was told they don't know whats wrong with it and the technician had to go to a class to figure it out. **** said he would give us a loaner car since we've been without and waiting for approval on a new transmission. I went to pick up the loaner and was told my problem was due to both my front calipers being seized. It's not a warranty issue and wanted to charge me about $1800 to have them replaced. I decided to take my car to get a second opinion on the calipers. As I left the dealer, I heard my car making other noises I've never heard before. I did have the calipers fixed, but the original problem still persists.

  Business Response

  Date: 01/30/2023

  Tell us why here...Mr  ********* has been several times to our store with a complaint of trans slipping.
  
  
  This visit we finally able to experience the customer concern and diagnosis it.
  
  
  The vehicle is in need of a transmission assembly. however the vehicle is out of the factory warranty parameters.
  
  
  in the name of good customer service ****************** has contacted the factory on behalf of the customer to request goodwill assistance for this repair 
  
  
  As of today 1/30  we are waiting on customer response  to make them the offer on repair from the factory
  
  
  The factory (with our recommendation )has been very generous and will cover the part for this repair which is a savings in excess of $7500.00  for the customer. ********************** would only be responsible for the labor to instal the part. 

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 12/11/22, I drove 120 miles one way, to buy a car, which was offered by University Mitsubishi. After a test drive, we start negotiating the price. We were wondering why the price was suddenly $3800 more than advertised. The salesman could not answer the question and a guy named ********************* came to the table. We ask him to explain where these costs are coming from. He showed us a list with several extra features installed in the car. One feature, over $1000 alone was called LoJack, a *** device which he said is necessary to locate the car if it got stolen. I told him I dont need this device and I do not want to pay for this, please take it off. He told me the device is already pre-installed and he cannot remove it anymore. If I want this car, I have to pay for it or buy a cheaper car. Because I wanted this car, I had to accept the additional cost, thinking that the device is installed as he mentions it. He also installed an app to my cellphone and told me, when you are home, install your account with this app and monitor your car from everywhere. On the next day, I created the account. After opening the account, the app told me your car dealer have to install the *** device first to use the app. That would mean I had to drive another 240 miles back to the dealer to have a device installed which I dont want, and they promised it was pre-installed. This is FRAUD. On November 14th, 2022, at 1:19pm, I send an e-mail to **************** that the device was not installed, and he should explain this. He sent an e-mail back that he has to discuss with his team what to do. After several day with no more reaction I send him another e-mail and told him I want the $1000 back for the device which was not installed as he promised. But from that time, I never got any reaction from the dealership. They ripped me off over $1000 for something I didnt want in the first place and wasnt installed as promised. Now I dont know what to do any more. They dont answer any e-mail anymore.

  Business Response

  Date: 12/15/2022

  We were able to settle this direct with the guest. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18470714
  
  I am rejecting this response because: On 11/30/22 I got a phone call from ********************* from University Mitsubishi. During the call he apologized for the device which was not installed and promised to refund the amount of $1000 plus tax as soon as possible. he also sends an e-mail with the following words:
  
  Hello Mr,*****,
  This is **** at University Mitsubishi. My apologies for not reaching out to you sooner. I just came back into the country .
  I am sending you this email to let you know starting right now I will be processing a full refund check request to you for the Lojack system you do not want.
  If you need to speak to me my direct number is ************.
  
  Until today 12/15/2022 nothing happened. I did not get any refund or any other reaction from the bussiness.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/16/2022

  Every vehicle in our inventory has a Kahu GPS installed as part of our safety inspection. This not only protects the dealership from theft but adds added value to protect the customer's investment. We service over **** vehicles per month and although we expect our process to be flawless, mistakes do occur. These are far and few between. There is never a time where we would deliberately not install a tracking device on any of our inventory. If anything this would expose us to the possibility of theft. We issued the guest a refund in the name of good customer service. I have attached the tracking number for the customer's refund and review. 

  Customer Answer

  Date: 12/20/2022

   
  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,
  
  *******************

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 dropped my car off Thursday 10/20/22 for repairs. I have received no communication. When I call I am sent around in circles to ultimately end up having to leave a voicemail. No apologies. No empathy just apathy. I have not received a call regarding my car and I live in ******* where a vehicle is needed to get around.

  Business Response

  Date: 11/09/2022

  The customer was contact and has since picked up their vehicle. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18311943
  
  I am rejecting this response because: I received a call yesterday stating that I would get another call from the service manager. I never received that call. The issue is the lack of communication to paying customers, customer who have purchased vehicles from them and have trusted them with some of the largest purchases after a home. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/03/2023

  
  
  
  Long and short of it     I told the customer that Um would like to report back to BBB that the issue is now resolved and the customer is satisfied.
  
  
  To that she replied " That would be fine I am now happy with the service received by University Mitsubishi and I no longer want to file a complaint"
  

  Customer Answer

  Date: 03/07/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  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.

  This complaint is being filed against the University Mitsubishi dealership service ****************** service advisor *******************************. On Thursday, October 6, 2022, around 10:15 a.m., I took my vehicle (Mitsubishi Outlander,2016) for a diagnostic because my car transmission was skipping. I was curious as to what was wrong with my car because I am meticulous about car maintenance. ****** told me that the diagnostic would take about an hour and that he would call me to let me know what they found & the cost of the repair. I left the dealership expecting to be called, but no one did. I began calling multiple times between 12 p.m. and 7 p.m, and they would put me on hold and then hang up on me. I left several voicemails inquiring about the status of my vehicle & received no response from the service department. I requested that a manager contact me, but no one did. I tried sending an email to ******, but it was returned as undeliverable several times. I'm worried because this is my only mode of transportation for work, and this dealership does not provide a loaner vehicle. ****** called me from his cell phone at 11:37 a.m. on Friday, saying the vehicle had been inspected and that they couldn't do yesterday because the diagnostic required a master mechanic. Around 2 p.m., he calls back and says the car needs a new transmission and that my warranty is only good for ****** miles; I respond that my car has a warranty for ******* miles; he then asks where I bought it and says you are correct; let me call Mitsubishi for approval and I will get back to you. He never did, and when I texted him, he said he didn't have time to call. Saturday, he stated that he has not call the warranty because they needed to do more inspections. Monday, I texted ****** and called the dealer, no one responded. Today Tuesday, I know nothing & have about $600- expenses between Uber and car rental. I want a refund for my expenses due to lack of accountability I have receipts/proof of calls and texts

  Business Response

  Date: 10/20/2022

  Our service department manager has reached out to the guest and worked out the issues they were having. I am under the assumption that the guest is satisficed with the outcome and has agreed to remove the BBB complaint. 

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello,Issue: University Mitisubishi was selling me a car. I told them I don't want to pull my credit. I ask them if they can only perform a "soft pull". They explained to my husband and myself that for them to give us an accurate rate, and terms based on the car we were interested they needed to do a "hard pull". Therferore, I told them only one inquiry please. Now I have at least 4 to 5 new har pulls that originated from them and I did not authorize it. I have called the finance department and they are not returning my phone calls. I want them to provide the name of the bank that approved my loan so I know which one not to file a dispute about. I also want to know the loan terms. No one provided this information to me and it was my credit pulled and I believe I am entitled to this information. I did not apply anywhere else for credit only this dealership.

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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 saw a vehicle online for sale. It was a 2020 **** Expedition and had a sales price of about $42,000. I did the math online before going and assuming $20,000 down, at ****% interest rate, I came up with a payment of $344/mo for 72 months. I went down to look at it and they confirmed the price. I left to give it some thought and weigh against other offers. When I went back, and sat down with the salesman, he handed me a new price of $46,000, justifying it with a Blue Book evaluation. So I said ok, let do some numbers. he goes and comes back with a payment of almost $600.00 per month. I asked why it was so high and he said because the interest was ****%. I said that still only puts it at $431 per month. He then added dealer fees and so forth and after going back and forth until almost midnight, he came down to about $450 + 4 year warranty and I'm paying $485 per month for 84 months. I got so duped! After reading the contract I e-signed (apparently so that I couldn't see it) I see I'm paying on a remaining $35000 loan at ****% interest for 84 months. That puts the price of the vehicle at $55,000 - warranty. Far from the online or the jacked up price i got when I arrived. And the salesman lied about the interest rate. This isn't the only complaint of this kind about this business and this practice needs to be addressed. At $13000 over the advertised price, I could have literally purchased another car with that extra cash. Worst case of bait and switch AND price gouging I've ever seen.

  Business Response

  Date: 08/22/2022

  We do everything in our power to ensure full disclosure of all pricing for every guest to view prior to finalizing a purchase. We disclose the pricing break down on every quote. we break down the sale price, any optional added value options, reconditioning, any and all fee's, taxes, tag and title and trade values. We also disclose cash down requirements and monthly payment options. This full disclosure quote is presented to all guest before they decide if they would like to move forward in the purchase process and meet with the finance advisor to review any and all state documents in ref to the purchase of the vehicle of interest. The guest must sign off on the quote or agreement before entering into any agreement to purchase. The guest will be presented with a buyers order break down on all charges and fees related to the purchase and a fiance contract that will again break down all fee's related to the sale. the guest is fully aware of what the cost of the vehicle is before ever entering into an agreement to purchase a vehicle. We do not hide any fee's, charges or options. the guest has full control over the purchase of any vehicle we sell. this vehicle in question was  sold at the internet price plus all disclosed fee's, taxes and title. If the guest would like to unwind any cancellable added value option we would be more than happy to assist.