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:11/03/2024

  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.

  In March 2024 I purchased a Catalytic Convertor from ****************, located in *********. The Owner stated I had a P0420 Code reading on the OBD-2. I was charged $926.00 for this part and labor. However, on August 1, 2024 prior to my 2013 Mitsubishi Outlander Sport LE having its next oil change which was done May 4, 2024 by ************* the car ran low on oil prior to its next oil change. How and why? I asked this question to each mechanic that serviced my vehicle since I owned it. On August 8, 2024 I took my car for testing to Route 46 Mitsubishi. After I paid $213.20 for a diagnostic I was told that a leak was detected from the front timing cover seal. On August *****, ******************************************** $1973.07. I was told to comeback after driving 1000 miles to determine if the repair solved the oil consumption problem. Approximately, in mid September 2024, I brought the car back to be inspected after *************************************************************************************** I was told by the service representative that they could not help with the problem any further but to take it to an outside mechanic and get an engine flush and that may help but they were not willing to do it. And the only other option they gave was to do an engine replacement which would cost between $8K -$16K. No offer to reimburse me for the $1973.07 was offered. Since then my service engine soon light P0420 Code reappeared Catalytic Convertor needs replacing. I went to Eco Engines which tried to flush the pistons with oil ring cleaner for $204.17 but was unsuccessful. I ultimately had the engine rebuilt by ******************************** who was unable to repair or salvage the existing CAT due to too much oil cunsmption. I am requesting that the dealer reimburse me for misdiagnosing the engine at my expense and replacement of a new catalytic convertor that was just purchased in March 2024.

  Business Response

  Date: 11/20/2024

  Service Manager will be reaching out to customer directly.

  Customer Answer

  Date: 01/13/2025

  
  Complaint: 22506722
  
  I am rejecting this response because: 

  Good morning, *********, I apologize for not getting back to you on what I thought was a resolution to my problem. ***** from Mitsubishi's Customer Complaint unit did get back to me and agreed to replace the after-market catalytic converter that was damaged due to what I assumed was an unrepaired engine problem. However, the same P0420 code reappeared on the vehicle within 14 days after it was installed on a rebuilt Mitsubishi engine. The issue has not been resolved. 

  
  

  When I took it back to Mitsubishi, they ran a diagnostic and said that I needed a purge solenoid, an evap canister, and an *** catalytic converter that would fix the problem. Well, the cost of this is $4281.00. Mitsubishi is not willing to give me credit for the catalytic converter that they replaced almost 30 days ago, as it should still be under warranty.

  
  

  Firstly, I was sold an engine cleaning and timing seal repair that should have never been recommended because it never solved the problem of my engine burning oil and I had to have it replaced or buy a new car. Either way, I was out of $2000.00 and sent away as explained in the previous correspondence

  
  

  Secondly, my catalytic converter was replaced but it is not compatible with the vehicle and I was not given a warranty option on this part to use as a credit toward the *** part that I should have been replaced in the first place. So I am out of almost $1000.00 which the dealer says the part is deemed worthless. I would have covered the difference if that option was recommended. 

  
  

  On Friday, January 10th I was not given any option other than to take the purchase or go elsewhere. I agreed to take it reluctantly because I wanted my vehicle to operate efficiently. The parts are very expensive and so is the labor. I feel as though the labor cost that I spent on that engine should be used to cover the cost of replacing this catalytic converter. Whether Mitsubishi agrees with this or not there is no way I come away feeling satisfied. 

  
  

  I spoke with other emissions shops and they said my concerns are legitimate and should be resolved with Route 46 Mitsubishi. 

  
  

  I just have 2 questions. Why service an engine that needs to be replaced or rebuilt after diagnosing it? And why recommend to your customers to use aftermarket parts instead of genuine *** parts knowing that they may not work properly in the vehicle? This is like using refurbished ink in an HP printer. Its not going to perform correctly.

  
  

  Regardless of Mitsubishi's decision whether to reimburse me or share the cost of this repair, I believe the idea of customer satisfaction is being completely transparent with the customer and not just turning your back on them when you have made a mistake in judgment.

  
  
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 01/20/2025

  Customer has spoken to the Service Manager and the issues are being resolved. 

  Customer Answer

  Date: 01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  I would first like to thank ********* and the BBB for intervening in this matter and helping to make a fair and equitable resolution. 

  *****. Customer Complaint Representative, reached out to me and addressed my concerns. Being that I have so much time and money invested with this car and the dealership, I appreciated him addressing my concerns in such a positive manner. I have always trusted the dealerships where I have my vehicles serviced, although expensive I know that I will have a warranty for the work that is done. The new parts are on, the check engine light is out and now I can breathe easier knowing that my emissions system is performing as designed. Thanks to everyone that helped to resolve this matter. I will continue to work with Mitsubishi as long as I have this 2013 Mitsubishi Outlander Sport.

  Regards, 

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

• Initial Complaint

  Date:10/25/2024

  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 bought a 2021 ***** CX5 at the end of May 2024. I filed a prior BBB complaint as this dealership refused to give me the warranty the salesman and I agreed to during my purchase for the vehicle. I finally got the warranty and thought all was right. I go to call the warranty company and file a claim for a missing key and find out the warranty is void and was NEVER activated. The warranty company told me the dealership had not submitted the paperwork or payment for the warranty ever. They have reached out to the dealership to get this fixed with no response, I have reached out to the dealership 3 times and have had the phone call disconnected as soon as it comes to voicemail each time. I paid $800 for this warranty and have been scammed ever step of the way regarding it.

  Business Response

  Date: 10/28/2024

  General Manager ***** is calling the customer to completely rectify the situation for them. 

  Customer Answer

  Date: 10/31/2024

  
  Complaint: 22474173
  
  I am rejecting this response because:

  It is 10/31/24 at 9:48am and I have yet to receive a phone call from the business manager. There has been no attempt to rectify the issue up to this point.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/05/2024

  The customer spoke with the manager and copies of the warranty were provided to the customer.

  Customer Answer

  Date: 11/06/2024

  
  Complaint: 22474173
  
  I am rejecting this response because:
  
  As of 11/6/24 11:57am, I still have not received a phone call from the manager *****. I have called her and left her a voicemail about the situation and am still waiting to hear back. I have a copy of my warranty I received in June 2024. However, when I attempt to use the warranty, the warranty company states they have never received the paperwork or payment for the warranty to activate. The warranty company has reached out to the dealer regarding the lack of payment and also has not heard back from them. Route 46 Mitsubishi sold me a warranty and then pocketed the money. I would like a call back at ************ to get this situation resolved.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/20/2024

  Spoke with the manager and she explained the issue has been resolved if not please let me know so that it can be escalated.

• Initial Complaint

  Date:06/10/2024

  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 purchased a vehicle from Route 46 Mitsubishi two weeks ago. Since then I have beenin contact with my salesman attempting to get a copy of my extra warranty that the salesman assured me was included in the agreed upon (out the door) price I was told he accidentally threw it out and "kept forgetting" to email it to me at the end of each day that I contacted him. It's been two weeks since the purchase and I'm JUST NOW being told the sales manager is REFUSING to honor our agreement and include the warranty in the price. When I was presented with the contract to sign, I reconfirmed with my salesman that the warranty was included in this sale. He confirmed that the warranty was included in the price of the vehicle on the contract and I proceeded with the purchase of the vehicle for the agreed upon out the door price of $24,500. The price for which suspiciously went from the agreed upon $20,895 for the vehicle to approximately $22,000. My salesman said the change in price was to account for inclusion of the warranty and some extraneous addon's. I assumed he was being honest, my mistake.In our dealings, I was told the price for the warranty to be included on the vehicle would be $800. The fact that the inclusion of the warranty was confirmed on multiple days of our transaction and is now , two weeks later, being retracted shows the kind of business Route 46 Mitsubishi undertakes daily. Attempting to prey on their customers.

  Business Response

  Date: 06/12/2024

  Customer is coming in at 5pm today, June 12th, to resolve the complaint.

  Customer Answer

  Date: 06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• 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.

  4/11/24 - Brought truck in for a crossbar recall- There's also a chirping noise whenever I drive but, not continuous. Service mngr **** -they need to do a diagnostic for $199.99 which is deducted from the cost of any repairs needed. They said I need an airbox/tube replacement for $865-$200 diag. They will order the part and call. Never heard from ****. Called 4/18- spoke to *****. She said the part came in. Set up an appt. for 4/19. 4/19/24- Brought truck in for a fix. **** told me the truck was fixed and I was charged $607.76 balance. On my way home, I could still hear the noise so I turned and went back to **** saying the noise was still there. He took a ride with his *******. They returned and could hear it. The mechanic needs to tighten something up. Later, he said its still making the noise so, they will need to clean the brakes. That did not fix the noise and the mechanic believes it's now from the brake brackets because whoever did my brakes the last time did not use factory parts. He would need to order those and call me to come in and have them replaced. (spent 5hrs waiting for a fix). Never heard from **** the following wk. On 4/25 I emailed **** to ck the status of the parts. No response. On 4/26 I called ****. He told me the parts just arrived. I scheduled appt. for 4/27 for fix.4/27/24 - Brought the truck in. Later, **** told me that the new brackets fixed it since the other brackets were missing. What? I was previously told the brackets were not factory but, now they were missing??? I asked for paperwork for the fix and **** told me it's on them so there's no paperwork. I left to run an errand and the noise was still there. Not fixed. I called and asked to speak to ****. I was given his voicemail and left a detailed message and for him to call me back. He didn't. That night I followed up with an email that I either need this fixed or I would like a refund so I can take it somewhere else. As of 5/1 still have not rec'd a response.

  Business Response

  Date: 05/07/2024

  The director of service and parts for our entire auto group will be reaching out to the customer.

  Customer Answer

  Date: 05/15/2024

  
  Complaint: 21652923
  
  Route 46 Mitsubishi response to the BBB was that they would reach out to me.  That was on 5/7 and it's now 5/15 and NO ONE has reached out.  So, not only was I taken for $800+ without any fix on my truck now, I'm being ignored by both the service manager and the corporate responder.  What's really sad is I bought my truck with them 9yrs ago and I love it.  When I'm due to buy a new vehicle, I will NOT buy here due to this experience.  I no longer trust or respect this dealership which is a shame.  I would just like the monies I paid returned to me so I can go find a real mechanic to fix the problem.  After a couple of trips to them and waiting over 8hours in the waiting room on top of being charged all this money without any fix is disgusting.  My time is worth money too and so is the aggrevation I've rec'd by this whole experience.  Just refund my money and let's close this.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/22/2024

  The service manager has reached out to the customer and left voicemails for the customer to call him back regarding the complaint.

• Initial Complaint

  Date:02/03/2024

  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.

  They came up with several different prices - said the warranty would be included. When I go there the price went up another 4K and when we went to go look at the car again it had a cracked windshield and the hood would not open. Asked the salesman’s if that was the car we were purchasing and he said no he sent ours to detail - went out checked the vin and it was the car. Managers did nothing - this place is a joke and a bunch of scammers! Stay away! Tons of false advertisement

  Business Response

  Date: 02/05/2024

  The General Manager will reach out to the customer. 

  Customer Answer

  Date: 02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I went in w 10k, asked for a discount on the warranty.  The car had a cradled windshield, which I was not told about - the hood did not open and the bumper and hood did not match.  These people are a bunch of liars and their reviews tell it.  All they are worried about is making money off damaged cars. 
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 02/16/2024

  The online price was honored and any safety issues would have been fixed such as the cracked windshield. The warranty is optional and unfortunately no discounts were available on the warranty price and again the customer did not have to purchase the warranty to purchase the vehicle, extended warranties are always optional.

  Customer Answer

  Date: 02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  These people are insane.  A bunch of liars and scammers.  Read their reviews it tells it all!  Please stop this insanity - I am done responding - WILD 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/30/2023

  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 have never been to this dealership brand or any other dealerships associated with this dealership and i keep receiving emails everyday from them even when i have blocked the emails or even marked them as spam. I have called to speak with a ***** who handles the marketing there but can never reach that person. There is an unsubscribe button but i refuse to click any links. Again i never signed up to receive emails from them or subscribed to anything from them, neither have i ever stepped foot in there. They address me by my first and last name in the emails and i assume that they are obtaining people's information via buying email list without my consent. It is harrassment and the emails just keep coming.

  Business Response

  Date: 11/15/2023

  This customer did submit an inquiry online with all their information for a vehicle back in 2017, which is why he received emails from our company. The customer would have had to ********** the unsubscribe button and the emails would stop. But we have contacted our team, and his email has been opted out. 

• Initial Complaint

  Date:05/11/2023

  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.

  on march 3 , 2023 I bought a car. From them . After only 2 months the car was giving me issues. The Transfer case needed to be replaced . Which I was told could take some time . Also that In order for the warranty to cover they had to take the car apart which would take them some time . To then get and approval from the warranty company . If the warranty declines the work . Then I would be held liable for the cost of the labor hours .With a special needs child car has been there for a week . And no luck(also the repair shop wouldnt give me a loaner . Told the sales person if she wanted to give me a loaner she can pay for it .!) what !!!i put down payment of ****** I cant afford to dish out another **** if the warranty doesnt approve it just for labor .not counting the repair . Drop the car off on 5/02/23 visites the dealer again on 5/5 asking for a manager . No resolution or manager came to speak to me. Called back on 5/10/23 and now Im being told there is a problem with the transmission as well. This car is going to be there for more than 2 weeks without a clear answer on whats going.

  Business Response

  Date: 05/11/2023

  The service manager will be reaching out to this customer directly. 

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  they try to sell you GAP insurance on their own terms so you can pay them more and when you need to exchange or send them person banking or pay stubs, they make you send it to their personal email address that is agains the privacy act that has been in effect since the 70's correct and now they don't even have my finance paperwork completed or finalized with the company and they want it to be at 27% interested rate to benefit them because now a car that is 20k will now be 40k after they want their to be done with them.I want my 3k deposit so I don't want to deal with this Rip off Dealership and I should have looked at these previous complaints if not I would of Not Gone There at all to Get Ripped off I Feel Violated and Raped by this company

  Business Response

  Date: 01/18/2023

  The General Manager *************** is involved and will reach out to resolve the complaint with the customer. 

• Initial Complaint

  Date:07/11/2022

  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.

  I purchased a 2018 ****** Rogue from Rt. 46 Mitsubishi 5/21/2022. I noticed the purchasing process was rather short, less than 3 hours, I also noted that the car had not been detailed and the oil change sticker indicated that the oil had not been changed since 3/2022. The car salesman assured us that the oil had been changed but the service techs must have forgotten to change the sticker. A month later the service department calls me frantically and says I have to bring the car in because a ** safety check was not done on the car and the safety check is supposed to be done prior to the car leaving the lot. I could not take a day off of work during the week /so I made an appointment for 7/2/2022. I took the car back to ****** and was told they could not do the safety check that day but they would come to me and pick the car up on 7/5/2022. The service manager said my car needs parts installed and the service would take all day and they would return the car to me. I have not heard from the dealership since I was there on 7/2/2022. I took the car to my mechanic who verified that the oil needed to be changed and the tires needed to be replaced, he did not check to see what parts may need to be replaced. I don't know if this is a direct safety hazard and I am unsure on what to do. I have spoken to the manager and service manager without resolution.

  Business Response

  Date: 07/18/2022

  The General Manager *************** will be reaching out to the customer directly to address their concerns.

  Customer Answer

  Date: 07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The dealership has responded to my complaint and corrected the issues.
  
  Regards,
  
  *********************************