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:03/22/2025

  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 have a 2023 Outlander and radio screen constantly turns black. Turning it off and on does not work. Disconnecting and reconnecting USB sometimes works. Radio has been updated several times at the dealership and problem continues. Crash sensor turns off on its own at times when *********** I hear, what sounds like wires crossing behind the dash. Sounds like a whole bunch of static.

  Business Response

  Date: 03/24/2025

  Mitsubishi Motor MMNA is aware of the radio blank screen issue and is currently working on a software update the should release in the next few months to correct ******* ****** issue.  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  ordered subframe for my car 12/30/24 order# ****** for $410.40 asked for inquiry or start of claim 1/21/25 response: delayed due to weather since jan 10th I asked if item was insured and why they used the post office for such a large item oversized over 50lbs.response: we use **** for all deliverys, the package will be insured from the customers not from our company. 1/22/25 (there was not an option for shipping company or insurance during check out online)1/29/25 i asked for an update on subframe 1/30/25 response: **** has not responded to our email will put in a claim today.2/4/25 i asked for an update on CLAIM proof of claim filed?2/4/25 response: emailed local post master/helping locate lost package. because or weight of pkg it is being handled manually without scans.. 2/6/25 i asked for continuance of claim to be filed... need subframe or refund to buy from another source.2/7/25 response: waiting on them to update them on claim.2/20/25 i asked for an update.2/21/25 response: still waiting on an update from **** 2/21/25 I asked again if claim had been filed.2/27/25 response: "we have not filed a claim, we will email our post master to get the process started.2/28/25 I asked for verification of a claim,exact location of package or a refund of $410.40 back to my bank account or i would be filing a complaint with the BBB.3/1/25 response: we filed a lost claim not an insurance claim to get refund.I have been requesting proof of claim with no response. It has been 3 months since I have ordered this subframe. I did not have an option on shipping or insurance when I ordered this item. I would like a refund on goods not provided. I sourced another subframe on 3/7/25 this has went on long enough. thank you.

  Business Response

  Date: 03/22/2025

  Mr. *******,

  We understand your frustration. We rarely have this problem of a LOST package. Your tracking number is ********************** We have been in touch with the regional ********* multiple times. She has been cooperative and responsive and has given us hope that it would be located. the actual tracking number has documented that: Latest Update: Your shipment has potentially been delayed due to weather conditions at 6:47 pm on January 10, 2025. We did a claim which would put more resources to locate the package. Claim number: Claim ID #: ********. Our CO said she would call next week after she does some more research. At this point we will concluded and resolve this issue.

  We are sorry that this has happened. It is outside our control, however we are working diligently to locate the package. I believe the time it has taken is beyond our expectations of good service from ****. We will reach out to within 10 days to resend you a new part. I really appreciate your patience.   

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23036480
  
  I am rejecting this response because:
  I have already sourced and received a different subframe.  I would like my money back for goods not received.. i was not offered choice of shipping or insurance...   I would have NEVER used **** for shipping an oversized part like that.
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  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.

  Purchased a used 2021 outlander sport with 50k miles that I was assured was inspected & in top shape and came with 6k miles 6 month bumper 2 bumper guarantee. The next day, i had issues with the following: Ac not blowing cold when idling and the lights dimming when idle. The brakes started squeaking, the map light cover was broken once it's pressed, glove box light bulb missing, glove box Dampener broken, and the center ac vent was broken and wouldn't move or close.(again this was assured it was inspected) ******* my sales *** scheduled me for the following day at 8:30am to have it looked at. On arrival I was told they needed it all day. I had to get my kids from school at 2:40pm and i couldn't leave it that long and they had no loaner. I told ******* I would come back to have it all checked on my first oil change. He said no problem.I went to a friend's shop who is a service manager to have his techs just look it over. They found it needed brakes and tires need REPLACING. scheduled everything for today as oil change was due. I have only put 3k miles on it in the 5 months I have had it since I took it off the lot. Here's the responses I received from *******, ***, and *** the sales manager which I'm still trying to *************, BRAKES AC VENT, MAP LIGHT COVER. I HAVE 2 LITTLE KIDS THAT I PUT IN DANGER DRIVING LIKE THIS WITH SAD TIRES. I have all my calls recorded and all the texts are saved as proof of the ongoing issue. I Spoke to *** again in person this time, He was not happy about this review and said he won't help me any further because of this review. I'm entitled to my opinion *** that's not against the law **** He told me *** in service is paid to sell tires that's why he's recommending them. *** was beyond unprofessional and kicked me out of his waiting room! I audio recorded the entire conversation and would like to submit to it, and will also send to the corporate office.

  Customer Answer

  Date: 01/07/2025

  I've been asking for corporate contact info and am getting no response back

  Business Response

  Date: 01/08/2025

  To whom it may concern, Mr. ***** **** purchased a used 2021 Mitsubishi Sport with ****** miles.  When it was inspected we found front brakes 7 mm which is near new condition, rear brakes where at 4mm which is just under half way worn which is still above spec.  All 4 tires where at 5/32nds which again is about half of the tread life.  As for the map light cover and the a/c vent none of those are safety issues nor was anything else.  Before purchase Mr. **** has every opportunity to inspect the vehicle, check tires, test drive and go through all the options. He also has the option to have checked out anywhere before purchase.  I don't see where we did anything wrong in this situation.  We advertise an inspected and safe vehicle and that what we sold Mr. *********** We always want our customer to be happy with there purchase so our sales manager *** is providing Mr. **** with a brand new set of tires, and we also replaced his rear brakes and battery at no charge. After reviewing I agree that we sold a quality used vehicle to Mr. **** and after the sale the sales team went above and beyond what they where liable for spending $1500 to recondition the vehicle Mr. **** has no reason not to be satisfied. 

  Customer Answer

  Date: 01/08/2025

   
  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:07/20/2024

  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 brought my 2021 Mitsubishi outlander sport in on May 11 due to issues with the radio acting up (the first radio was replaced 7 months prior to this). They stated that it was indeed defective and they were ordering a new one which would take about 2 weeks to come in. I have called several times in the past 2 months trying to find out why it has not come in yet. I am either told it's not in yet, or on 2 occasions was told I would get a call back once she spoke to the parts department but never got a call back. This is the 2nd defective radio. I found out in May that in the 2019 and 2020 models that they had known radio issues. Apparently they still have not worked out these issues for the 2021 models as I have had not 1 but 2 defective radios. I feel like they are trying to push it past the 1 year **** (the 2nd radio was installed the end of September 2023) and tell me it is not covered by the warranty. I am now going to drive 40 miles one way to try to get answers since calling is not working. The only reason I traded in was to upgrade the radio so I would have the screen and I have had nothing but problems with it.

  Customer Answer

  Date: 07/20/2024

  I drove up to the dealership today 7-20 and they stated that the advisor dealing with my car was on vacation and did not tell them about my vehicle and that the radio arrived yesterday. However the advisor being gone is no excuse as I called several times and was told I would get a call back. They are putting the radio in today and are supposed to get my vehicle done quickly so I can get home in time to get ready to go to work.

  Business Response

  Date: 07/24/2024

  My name is ******************************* service director for the ************* Mitsubishi stores.  I reviewed the case and found that back on 8/26/2023 ******************************************* came in with a radio issue where we determined radio would need to be replaced do to the touch portion of screen was not working.  We can not store these radios in stock, so we ordered the radio and replaced it.  On 5/11/2024 ******* returned with the same issue happening with her radio. Again we diagnosed the issue and the radio touch screen was also the failure.  We then ordered the radio, unfortunately after receiving the radio the service advisor stated he was having trouble getting ahold of *******************************************.  After a 2 week period the parts department has to return the radio.  ******************************************* then called back wanting to come and have radio installed and at that time we had to reorder the radio.  Radio came back in and and we installed it on 7/20/2024.  I tried to contact customer after reading the ******************** Complaint to make sure everything is ok with the radio we just installed. The call went to voicemail and I left a Message on 7/24/24. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22017663
  
  I am rejecting this response because: No one from ************* tried to contact me about the radio being delivered. I called on June 7 to check the status and again on June 22 and again on July 16. On one occasion I was told it had not come in yet and on 2 occasions I was told by the lady in the service department that she was waiting on the parts department to get back to her and she would call me back and she never called me back. When I drove up on Saturday, the service department manager tried telling me that the advisor working on my issue went on vacation and did not pass my information to anyone else. This is no excuse as I spoke to another person and she was aware I was waiting on this radio to come in. He said that the radio came in the previous day (no call to inform me of this). and they were able to install it on Saturday. I also returned the message that was left for me on Wednesday and I left a message to have him call me back on Friday around 10:30 as I would be on lunch and able to answer my phone...no surprise I did not receive a call back. The service department also informed me that their radios are not that good and if I had issues with this one, I should purchase a different brand such as ******* and have that installed. I am very disappointed in this company as they are well aware of all the issues with their radios. (When I came in May, the advisor stated that in the 2019 and 2020s they had radio issues). Had I known before hand that there were all these issues I never would have upgraded my 2016 Mitsubishi Outlander Sport as the only reason I traded in was for the radio with the screen. Also the invoice I received states that the radio was not ordered until July 16 which is the 3rd time I called to check to see if it had come in yet. 

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

  Business Response

  Date: 07/31/2024

  *********,

  We are just trying to communicate what transpired on our end. Ultimately we want you happy and satisfied. We are having infotainment radio problem from all manufacturer radios. This causes dealers and owners such headaches. We are here to look after you investment. Thank you, ********. 

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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 new vehicle from *******************************************, and unfortunately, there have been several recurring issues with the car that they have been unable to resolve with 3 or more attempts. I am now seeking a refund of my down payment and to return the car (commonly referred to as lemon law protection). Despite my attempts, I have not received any support or assistance from either ************* or Mitsubishi regarding this matter.

  Business Response

  Date: 05/18/2024

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

  As a dealer, we are your advocate in getting your vehicle in perfect running order. MMNA is aware of this vehicle concern, and it is currently getting a fix. Once a remedy for repair has been released, we will contact you immediately to correct the matter. Its important that you know everyone is working hard on this. Thank you, ********

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21722401
  
  I am rejecting this response because, Despite being a new car, our Mitsubishi Outlander has exhibited several persistent issues that have significantly impacted my experience. These issues were known and well-documented prior to the sale, yet I was not informed about them.

  Here are some of the recurring problems Ive encountered:

  Forward Collision Avoidance System / Auto Brakes / Auto Cruise:
  The system has unexpectedly emergency-stopped without reason or failed to function altogether, leaving me without cruise control.

  
  Electrical System Malfunctions:
  The entire electrical system behaves unpredictably, affecting various components.

  
  Infotainment System and Dashboard Electronics:
  These work intermittently, causing frustration and inconvenience.

  
  Air Conditioning (AC) Performance:
  The AC stopped working and now underperforms.

  
  Keyless Entry and Push-to-Start Function:
  Both features have failed, leaving me stranded on more than one occasion.

  
  Acceleration Hesitation and Stalling:
  Shockingly, the car has stalled during acceleration, which is unacceptable for a new vehicle.

  
  Given these issues, I request that the car be taken back as a buyback or considered a lemon.

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

  Business Response

  Date: 05/28/2024

  ****,

  Have you contacted Mitsubishi **************** Number ************? This is the next step with the direction you are expressing.

   

  Thank You, ********

• Initial Complaint

  Date:05/09/2024

  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.

  We are bought the car from ************* Mitsubishi of DeLand. We have only had the car for 3 months and have had to take it back to them 5 times in these 3 months they have not resolved the issue that it has been having. It started 4 days after getting the car and all for them to do nothing about it and the last time the car was there they told me that they were not going to do anything about it anymore that I have to pay out of my pocket and take it to a ********** dealer if I wanted it fixed. When we got it they said that there was nothing wrong with it and that it had be certified and checked

  Business Response

  Date: 05/24/2024

  MMNA is aware of this concern, and it is currently under investigation. Once a remedy for repair has been released, we will contact him to correct the matter. 

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21689073
  
  I am rejecting this response because:
  They have  almost 4 months to resolve the issue that we are having and yet still have done the bare minimum without correcting our issue with our car the issue is getting worse and worse every day and I have attempted to contact the dealership manager and have heard nothing back from them before I brought it to the bbb so no I do not accept it
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/28/2024

  You have a two year warranty on the *********** When you brought in your car for electrical problem, which is covered by the warranty, we could never duplicate the issue. We recommended. you take to ********** dealer to do further diagnose. This is the first we have heard from you.

   

  ********

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21689073
  
  I am rejecting this response because:
  This is not the first time that yall have heard from me I have called and left messages for mangers and the dealership manager and never got a phone call or message back your right I do have a 2 year warranty from the finance company but I was also told by your sells manager **** that I needed to wait 30 days to report any issues to them just to bring it back and ************* would fix the issues which has not happened so no you can not say that this is the first time yall have heard from me that is a lie 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/01/2024

  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.

  Was told that my daughter's credit would not be run by *******, yet it was ran twice in the same day. I understand my daughter submitted her info through an online inquiry, however after questioning the company as to why it was still ran anyway and even showing them screenshots of the credit inquiries, I was told I owed them an apology! I contacted the credit company and they confirmed that it was ************* and the supposed manager of 8 years spoke with me in an extremely rude way through text messages and told me repeatedly that I was wrong, even though I wasn't. I was really hoping to help my daughter get into a new car, yet after the way I was spoken to, and told essentially that I was lying and gaslit, I will take my money elsewhere, I really hope the owner is aware of how customers are lied to and spoken to.

  Business Response

  Date: 05/22/2024

  This is in response to complaint ********. ****** is emphatically stating that we sent her daughters credit to a lender. We stand by the assertion that we did not make any bank contacts. We were asked not to send it and therefore we did not. For disclosure we attached the full text string between ****** and ****. Please read it to determine if **** was rude in the text. Also attached is the screen shot of the Banking software reflecting that it was not sent by our dealership anywhere. We are disappointed this matter has elevated over ordinary circumstances while we are being transparent. Any questions, please reach out to **** at ************.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21652336
  
  I am rejecting this response because: There are texts missing. I also do not want my personal information or there. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/28/2024

  These are all text communications. We are simply trying to get to the bottom of the accusations for your benefit. 

• Initial Complaint

  Date:03/30/2024

  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.

  Hello, I bought a 2019 Jeep Grand Cherokee from ************* Mitsubishi in DeLand, ******* on January 22, 2022. They sold me a maintenance package for $1,847.00 to be done only at their ************* Mitsubishi locations which include DeLand or *****. Unfortunately, I have really bad back problems and cannot drive that far because of the pain. I called the dealership to cancel within the time frame, left messages and also sent a letter asking them for a full credit. They only credited half of the money, so Im asking for your help to get the other half back. Please help. Thank you and God Bless.

  Business Response

  Date: 04/01/2024

  We have already sent **************** a check for 1/2 of the ***************.  I spoke to her on the phone and she seemed to be satisfied with that, as the *** is usually non-cancellable, see attached.  Not sure if this is a repeat complaint on not.

  We also see that she has cashed the check we sent her, please see attached.

   

  Customer Answer

  Date: 05/16/2024

  Hello, I bought a 2019 Jeep Grand Cherokee from ******************************************* in DeLand, ******* on January 22, 2022. They sold me a maintenance package for $1,847.00 to be done only at their ******************************************* locations which include DeLand or Ocala. Unfortunately, I have really bad back problems and cannot drive that far because of the pain. I called the dealership to cancel within the time frame, left messages and also sent a letter asking them for a full credit. They never responded until I submitted a claim to BBB but they only credited half of the money. I re-submitting another claim so I can get my other half. Thank you and God Bless.

   

  Refund

  Business Response

  Date: 05/16/2024

  We've have spoken to **************** on the phone and we thought she was satisfied with the decision to at least refund her half of the product.  This product is usually non-cancellable unless done within the 1st 30 days, which it states on the contract, i'll attached to this correspondence.  My manager's would only approve paying her half out of good failth.

   

   

• Initial Complaint

  Date:02/07/2024

  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.

  The employee is texting me and cursing me out and telling me to never come back to this location ever again, because I gave them a review that they sent me, and they didn't like what I had to say on my review. Constantly cursing me out and disrespecting me

  Business Response

  Date: 02/08/2024

  After I reviewed the message and looked into the visit and what was recommended I dont see what the advisor originally did wrong to deserve such a poor survey and he is correct the customer survey is a large part of there pay plan and we strive to provide excellent service.   Agreed the service advisor handled his response to customer poorly and I will discipline him for his actions.  ************** came in while traveling with no appointment first visit request full service oil change where we found his drive belt discolored , cabin filter dirty and tires worn.  To provide great service and do our jobs we have to inspect vehicles and make sure they are safe for the road and we did that. Our advisor also got the customers extended warranty to pay for an additional key . ************** declined all recommendations.  The survey was out of **** points and for ************** to give the advisor a 200/**** for overall satisfaction and not make a signal note why seems a little malicious.  Again I do not agree with how the service advisor handled the situation but if ************** was that unhappy to the point where he gave us the lowest survey we have had in years it would have been nice if he said something in the comments or even before leaving the shop. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21258342
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/15/2024

  The company refuses to compensate me for the hardship and harassment that one of their employees put me through and tried covering it up with excuses 

• Initial Complaint

  Date:01/05/2024

  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.

  In July of 2023 I traded in my 2023 Mitsubishi Outlander SEL for a 2023 Mitsubishi Outlander PHEV because I wanted the upgrades. ***************** at *************** Mitsubishi said he would "do anything to get us into that car". He suggested a short-term lease agreement that would give us tax break incentives, etc. The offer he made was $27,000 for my car, of which $17,000 check issued to me, $10,000 down payment, and a lease payment of $590/mo. Said that after making 3 payments, I should ask for a net payoff and pay it off, which that figure should be around $19,000. He offered this because I said I did not want to finance but preferred to pay it off. This agreement was to take advantage of approximately $7500 tax write off. So I agreed to the deal, understanding that I would make 3 payments of $590, then pay off approximately $19,000 balance. I made the mistake of not taking a picture of the paper he wrote this down on, and now they will not give me a copy of it, even though I saw it on the desk when I went back to discuss the problem. I am now into a 3 year contract with a present net payoff of approximately $34,000. The finance manager had me come in 3 times to re-sign papers, saying he had made mistakes in the paperwork. He would re-do, and collect from me the old papers. Each time, the monthly payment increased. I received a past-due notice from Santander in August, threatening to turn me over to collections. I informed them that I had not received any paperwork at all from them and that the finance manager had collected the first payment the week before that, It took about 2 weeks to locate this payment and have it credited to my account and receiving actual paperwork from Santander. I feel that they took unfair advantage of me and basically "stole" my 2023 Mitsubishi Outlander, which was paid for.

  Business Response

  Date: 01/08/2024

  Date Sent: 1/8/2024 11:31:37 AM
  

  On July 7, 2023, Mr ********************* came to our dealership and wanted to sell his car.  He intended to purchase another vehicle elsewhere.  After receiving a check for his vehicle, he decided to use a portion of his proceeds to purchase a new vehicle from us.  **************** decided to lease the vehicle, taking advantage of the electric vehicle federal tax credit of $8816.00.

  Approximately a week later, Mr. and ***************** came back to our dealership with additional questions regarding their transaction.  *************** in particular wasnt happy with all the products he purchased to protect his new vehicle, and so we agreed to cancel every product he didnt want, which we did.

  Mr. and ***************** returned about two weeks later with an additional slew of complaints.  The ******** leased a vehicle with the **** of $48230.  We purchased their vehicle for $27000, wrote them back a check for $17000 and allocated the additional $10000 for a down payment on the vehicle they chose.

  On three different occasions, one of our sales managers sat with Mr. and ***************** to discuss the transaction in detail, spending what amounted to several hours with them.  Each time, they seemed to leave pleased with our conversation and understanding the lease of their new vehicle.

  Our intention is to make all our customer's happy and satisfied with their purchase.  Unfortunately, some customer experience buyer's remorse.

  Customer Answer

  Date: 01/18/2024

  I simply wanted to return the Mitsubishi, as I do not wish to continue the lease.  Santander Consumer, the leasing company, advised us to return the car to the dealership where we leased the car, which is *************.  We drove 45 miles to the dealership to return the car.  The manager there informed us that we were not welcome there and that they would not accept the car unless we withdrew the complaint.  I told him that I would do that.  Then he said, No, I'm just not going to accept the car back.  He had texted my wife to inform us that if we left the car at his dealership he would have it towed back to our home. 

  Subsequently, I have purchased another ******* paid cash for it.  ********* advised me that I should be able to take the Mitsubishi to any dealership, even though it is not Mitsubishi.  I contacted my local Cheverolet dealership who wanted no part of it.  I then contacted the Mitsubishi dealership in Daytona, who said they would not accept the car.  ********** dealership where I purchased my new car said they could not do it.  ********** dealership also said they could not take it.

  The tag that had been on the Mitsubishi was my tag, transferred from my previously owned car, so it is and has been my tag for many years.  I had no choice but to transfer the tag to my Subaru.  So as of now, there is a Mitsubishi parked in my driveway, insured but with no tag, that technically belongs to Santander.  I do not intend to make any more payments on this lease and understand that it will affect my credit rating.  That doesn't matter to me.  I simply want someone to come get this car that doesn't belong to me and I do not intend to keep. 

  I have contacted Mitsubishi Motors and informed them of this problem and have not received any reply from them.  I am now talking with an attorney to get this problem resolved.
  

  Customer Answer

  Date: 01/23/2024

  I simply wanted to return the Mitsubishi, as I do not wish to continue the lease.  Santander Consumer, the leasing company, advised us to return the car to the dealership where we leased the car, which is *************.  We drove 45 miles to the dealership to return the car.  The manager there informed us that we were not welcome there and that they would not accept the car unless we withdrew the complaint.  I told him that I would do that.  Then he said, No, I'm just not going to accept the car back.  He had texted my wife to inform us that if we left the car at his dealership he would have it towed back to our home. 

  Subsequently, I have purchased another ******* paid cash for it.  ********* advised me that I should be able to take the Mitsubishi to any dealership, even though it is not Mitsubishi.  I contacted my local Cheverolet dealership who wanted no part of it.  I then contacted the Mitsubishi dealership in Daytona, who said they would not accept the car.  ********** dealership where I purchased my new car said they could not do it.  ********** dealership also said they could not take it.

  The tag that had been on the Mitsubishi was my tag, transferred from my previously owned car, so it is and has been my tag for many years.  I had no choice but to transfer the tag to my Subaru.  So as of now, there is a Mitsubishi parked in my driveway, insured but with no tag, that technically belongs to Santander.  I do not intend to make any more payments on this lease and understand that it will affect my credit rating.  That doesn't matter to me.  I simply want someone to come get this car that doesn't belong to me and I do not intend to keep. 

  I have contacted Mitsubishi Motors and informed them of this problem and have not received any reply from them.  I am now talking with an attorney to get this problem resolved.

  Business Response

  Date: 01/23/2024

  We have informed the consumer that he could purchase the vehicle if he didnt want to continue to lease it, but he said he simply wanted to return it.  Here at our store, we have tried to make sure the consumer understands that voluntarily surrendering this vehicle is not in his best interest, as he has equity in it.  Oftentimes, after we have what we think is a productive conversation he will leave, seemingly satisfied, and then return a few days later with the same or similar complaints.

  It is unfortunate that the consumer wants to return the vehicle.  We believe he has received poor advice on this matter.