ComplaintsforCountryside Mitsubishi

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car ( 2008 Mitsubishi Endeavor) for an oil change to Countryside Mitsubishi on 11/14/22 at 9 am. The service was completed at 10:30 am. Once I started my car, smoke and a burning smell began coming out of my air vents. While in the parking lot I called the dealer and explained the problem, the service advisor (**************) told me he checked with the technician and said " he spilled oil on my engine, he did his best to clean it up, but its not a problem you just need to drive the car till the oil ***** off." I drove my car 2 short trips, and my third trip, at 3:15pm after driving to ATI therapy someone from neighboring business came and told me there was smoke coming out of my parked car, and after a few minutes, it was on fire, luckily I was not in the car. I called and informed them my car had started on fire that same day. I spoke with him on Nov. 20, and he told me to email him pictures, and insurance information saying it was a total loss. I emailed ************************* on 11/21, and again on 11/30 and I haven't received a response. He told me he was going to talk to the general manager and come to a solution. My car was a total loss and I feel they are liable for what happened. I need a vehicle to get to work, to take my parents to their doctors appointments. I have been taking my car to this dealer for over 10 years and never had a problem with them. I understand accidents happen, but if there was a slight chance this could happen I shouldn't have driven the car. I would still have a car today if I never took it for an oil change. I feel they should take responsibility for their actions.

  

  Business response

  01/24/2023

  We are very sorry for the loss incurred by ***************************. We have enclosed a Repair order reflecting her most recent visit in addition to a vehicle inspection report. In the inspection report, ************** advised the client on observed fluid leaks and recommended the replacement of valve cover gaskets amongst other maintenance items requiring "Immediate Attention". Client refused all services and elected to solely perform an oil change. Any fluids that *** or *** not have been spilled by a technician during fluid exchanges are promptly and thoroughly cleaned prior to releasing a vehicle to a customer. To date, we have not been provided any information from clients insurance company in regards to the fire on her vehicle and what *** or *** not have caused it. We would be willing to assist ******************* in exploring options towards purchasing and financing a new or pre-owned vehicle. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a NEW vehicle from Mitsubishi September of 2021. I started to experience mechanical issues in May of 2022; with the latest incident being in September. My NEW vehicle with less than 10k miles has been in and out of service at the dealership since May of 2022. I have had to get towed several times now and each of those times for the exact same issue. I have worked with Mitsubishi tirelessly to get my vehicle replaced as outlined in the statute. I have taken all the steps necessary and outlined in the warranty. I completed arbitration with their arbitrator of choice, which despite disclosing that it was a "fair and neutral" proceeding it is hard to believe since it is Mitsubishi who pays them for their service. They do not deny the fact that there is a mechanical issue, however they dispute the law as applicable to them. Mitsubishi presumes that the New Vehicle Buyer Protection Act, 815 ILCS 380/1 et seq., does not apply to them and instead the issue is user error. They claim that they have not been able to "replicate the issue" and so there is no issue, and I shouldn't receive a new WORKING car. Which is also hard to believe considering the amount of time the car has been in service. The language is "If after a reasonable number of attempts the seller is unable to conform the new vehicle to any of its applicable express warranties, the manufacturer shall...provide the consumer with a new vehicle...." This is what I have been requesting and fighting for to no avail. I have gone so far as to contact the IL Atty. ***** who attempted to mediate this issue as well, to no success. It is clear that they feel as they are above the law. The statute outlines what the requirements are in order for the protections to apply, stating that if "the same nonconformity has been subject to repair by the seller...4 or more times" one is entitled to a replacement. But there reasoning and their arbitrator agrees, is that since they can't replicate the issue there is no issue.

  

  Business response

  10/17/2022

  Please find a**ached response * complain*. ******************** previously made *he same complain* *o *he ******** A**orney General. This is a new uni* so buy back would bea * *he discre*ion of Mitsubishi no* *he dealership. We have been unable *o duplica*e Ms. ********* concern *hus far. Re[air orders are a**ached. 

  Customer response

  10/18/2022

   
  Complaint: 18177916
  
  I am rejecting this response because they are not addressing the actual issue. They are simply responding by attaching a response to the ******** ************************* form July! They have not called me since September 16, 2022, when my car was towed to the dealership for service. 
  
  Sincerely,
  
  *********************************

  

  Business response

  10/24/2022

  We have no new information to provide at this time. We still have been unable to duplicate the iconcern. Mitsubishi is aware of the issue.  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My service engine light was on so I scheduled an appt online, select the reason I was coming in and that it would be $159. I bought the car in and told them what was going on the service engine light is on and the tech informed me it would cost $159 diagnostic fee and wait would be probably a hour. I waited almost a hour when the tech informed me that they didnt see the problem so had to do a smoke test to check for leaks involving evap codes. He said it would be another $159 cause it would be another hour, I asked I have to pay another $159 cause you guys still haven't figure out what's wrong and have to do more tests. He said yes. I have taken my car here a few times and never had this happened before, it does not say you have to pay a diagnosis fee every hour. I bought my car in not knowing what was wrong only that my service engine light was on, I didn't know what was wrong and neither did they, until they could look and run diagnostic which I paid and didn't get my car fixed, at this point my service light is still on. I refused the test I wasn't paying another 159, I contacted through my correct email *************************** but have not heard anything back, today is 9/27 and I took my car in 9/22. I did not get to reply to the survey since they also have the wrong email on the receipt, but it states if you cannot give a 10 for the survey contact *****. The point is to find out what's wrong and fix it not to keep charging me because the first thing you did didn't figure out the problem so now you have to do run another test. Like I said I paid the $159 and didn't receive a diagnostic or a repaired car.

  

  Business response

  10/04/2022

  Our general sales manager ******* has been in contact with ************** to explain what the $159 diagnostic fee includes. They have agreed for ************** to return to the service department on October 14th at 8am. A smoke test will be performed on her vehicle at no charge to determine where the leak is coming from. ************** has agreed to remove her BBB complaint. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction August 30 I got a written quote for the purchase of a car when I got home the purchase price was $2000 more than the written quote on the contract also included in the contract was $1000 for tire and wheel tried to call but not successful went back on 1 September to return the car because I wasnt satisfied was given a we owe you and guarantee that a check would be refunded in five business days went back on 9 September was told that our refund would have to go to the finance company I said I didnt understand so Im reaching out to you to see if I can get some clarification because that sales person *** did not deal in good faith he tried to explain that the $2000 was for a vehicle package that he never told us about they pull the vehicle out showed it to us we asked how much for that vehicle he gave us the price he never said anything about a package and that the wheels were extra he also said that if we refunded money then we would lose all of the extras that came with the car and that I didnt understand so today we still dont have the refund that he told us to come in and get on 9 September when we got there he showed us A copy of the check held at arms length and when I insisted on seeing the check or my husband insisted it was only made out for $1000 and he said the rest had to go to the finance company and then once we started to pay we would see that amount of total $3000 added or subtracted from the amount owed and the finance company would do that that made no sense to me so thats why Im reaching out to you if at all possible maybe he can be cleared up with some reasonable explanation that I can understand I always thought that the finance company had absolutely nothing to do with refunding money I dont understand ** just reaching out for help anyway at that you can help me

  

  Business response

  10/04/2022

  ****************** has spoken to our general sales manager ******* and they have come to an agreement. Copy of signed agreement is attached to this response. ****************** has requested to cancel her tire and wheel contract which will result in $1000 purchase price refund being sent to her lienholder ************ In addition to this ******* has authorized a one time goodwill payment of $2000 to also be sent to *********** on behalf of ******************. Account info is attached. ****************** has accepted the offer and agrees to close her BBB complaint. Supporting docs are attached. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Mitsubishi Mirage 2018 from this dealership. As soon as I drove it off the lot, the check oil light came. It turns out there's little to no oil in the car so I immediately went and got an oil change. The next day the check temperature light came on. The following day the car won't start all. The vehicle I bought still had a manufacturer warranty, as well as the 5-year bumper to bumper warranty I purchased. The dealership refuses to respond and correct the issue. Basically, buyer beware because anything you buy here is as-is regardless of warranty and they also do not maintain the cars on the lot.

  

  Business response

  09/27/2022

  On 9/20/2022 Mr. ******** stopped payment on 2 checks he wrote to Countryside Mitsubishi on 9/10/22 to purchase his 2018 Mitsubishi Mirage VIN *****************. He also made a complaint to BBB regarding his issue. Sales managers at the dealership reached out to Mr. ******** to address his concerns. He stated the vehicle had been take to another shop after purchase and would not start. it was being towed to the dealership that day. 

  Upon arrival at the dealership the vehicle was started up by one of our technicians. Vehicle was inspected and no issues were detected.

  Mr. ******** and sales managers came to an agreement that he would accept a good will payment of $500 to cover his towing and oil change costes and no further action would be taken on his part in regards to this issue. 

  Signed settlement agreement is attached. 

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle from this dealership. They claimed the vehicle had passed a pre-owned certified vehicle inspection yet upon getting a flat it was discovered there was no spare and no ****. They offer to obtain and install the missing items but ONLY if my wife removed the negative review, essentially holding hostage the parts that should have already been on the vehicle. She said she would revise the review but not remove it. They found this unacceptable and refused to install parts. A couple months later they wanted to buy back the vehicle due to inventory shortage. We told them the minimum dollar amount required which was the remaining loan amount, not a ***** more was sought. They said that wouldn't be an issue. We took time from work and traveled to the dealership. Spent more than an hour waiting for them to come back with a number only to have that number be several thousand below the number we told them they must meet. We have requested that our names be removed from all correspondence lists and that they never contact us again. Unfortunately we still receive numerous correspondences a week between paper and electronic communications. So much so that it has become harassment. This a final effort to have this harassment stopped before legal action is taken.

  

  Business response

  03/23/2022

  Attached response to complaint for ***************************.

  Customer response

  03/27/2022

   
  Complaint: 16924237
  
  I am rejecting this response because: The business has conveniently not removed my email address, which appears to have been clearly listed in the complaint. Likely also not coincidental that I received yet ANOTHER email from them just before receiving this response email from the BBB. ALL contact information must be removed before any response will be considered acceptable. As stated in the original complaint, any further contact will result in us being forced to seek legal action. Please also acknowledge that you, Countryside Mitsubishi and all employees and agents of, have been made fully aware of what action further contact will result in.  
  
  Sincerely,
  
  ***************************

  

  Business response

  03/31/2022

  attached  the response to the rejection.

  Customer response

  04/06/2022

   
  Complaint: 16924237
  
  I am rejecting this response because: the email receiving the majority of these contacts needs to be removed. That email is ************************ I am additionally STILL receiving mail from this business delivered to my home address as recently as yesterday 4/5/2022. If all forms of contact had been removed as the business previously claimed I would not have received that mail. 

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

*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. ↩