ComplaintsforExpressway Mitsubishi

• Initial Complaint

  02/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a 2018 Honda Civic from Expressway Mitsubishi fir $16500. They wrote up the loan for aprox $21000. We didnt catch it before signing and were taken advantage of. We also purchased an add-on glass coat protection package for approximately close tppr over $1000. We trusted them and sign the sakes contract. We were robbed but we signed it. I'm not sure if anything can be done a about that, although I'd like to see if there could be a refund. The one thing I know for sure we have a right to is the service we were charged for. We opted for the interior and exterior "glass coating" They first detail the car inside and out before applying a protective coating. We were promised someone from Expressway Mitsubishi service department would bring us a loaner while pick up our car, leaving us with a nice loaner vehicle (included in the prices) while they treated out car and brought it back. We were told to wait on an email when it was time to schedule the service. When the deal was signed, we never heard a word from them. We called and asked to speak to the sale rep we worked with. We were told he no longer worked there. We asked who we should talk to. We were given to the service department and when we asked when we could schedule this service, they first denied we purchased it. I read the itemized statement, and they then told us we were too far away to drive the loaner. We insisted on them keeping what we were promised. We were told to contact the head of service there and they'd have her call us. She never called. We tried and tried, left message after message. We were told we won't get a loaner at all. No one ever call back, never emailed. We left messages that agents wrote with me and my husband's phone and emails. We easy a complete refund of what we were charged plus $5000 compensation for our treatment and deceit

  Business response

  03/01/2023

  On April 12th 2021, a Retail purchase agreement for a 2018 Honda Civic was signed by ****** ******** agreeing on a purchase price.  During the purchasing of the Honda, we presented products that would enhance the life of the vehicle. You chose to purchase Simoniz (paint and interior protection) and a US Platinum service agreement.  Also, Guaranteed Automobile Protection (Gap) insurance was part of the end purchase price on contract.  The purchaser signs the contract for the financial institution and each additional product agreed upon.  Also, a product purchase confirmation acknowledging that the purchase of products is optional.  The Simoniz, Service Contract, and Gap were accepted and other products were declined.
  
  The Service Contract and Gap are both items that can be cancelled and a refund sent to the lender (unless lien already paid in full).  If vehicle is paid off, refund will be sent to customer.
  
  As far as the Simoniz, there is record on April 27th that our Customer Advocate texted to set up an appointment to bring Civic in to have the protection applied.  Also, an outbound phone call on May 3rd  and again on June 22nd to follow up.  There is no record of a reply or inbound phone call from phone number in system.
  
  When a customer does bring their vehicle in for the Simoniz appointment, a loaner vehicle is provided. It is not our policy to pick a vehicle up for this service.
  
  As a dealership that prides itself on customer referrals and repeat business, we do not lie about agreed upon prices, we want our customers to be satisfied with their purchase.  This vehicle was purchased almost two years ago and without knowing the condition of Civic, we are willing to reimburse the amount for the Simoniz that was not applied. However, the customer was not charged “close to or over $1000” and the refund will be for the actual amount.
  
  We feel this is a fair resolution.

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