Complaints

This profile includes complaints for Don Herring Mitsubishi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Don Herring Mitsubishi

  4225 W Plano Pkwy Plano, TX 75093-5603

  
• 

  Don Herring Mitsubishi

  2901 W Airport Fwy Irving, TX 75062-6027

  

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:03/13/2025

  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 placed a $3,000.00 down payment on a vehicle Friday March 7th around 7p. I attempted to return the vehicle as my financial and personal circumstances changed and I returned the vehicle. After turning over the keys I was informed they were keeping my $3,000.00 down payment.

  Business Response

  Date: 03/19/2025

  We apologize for the delay in responding.  Our managing Partner, **** *** has been trying to reach Mr. ******  Mr. *** has called Mr. ***** multiple times to resolve the issue and has been unable to reach him.  Please ask Mr. ***** to give **** *** a call at his earliest convenience so that we may resolve his concerns, *************

• Initial Complaint

  Date:01/15/2025

  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.

  Financed this vehicle in august *** not told by anyone that the airbags ever deployed/ever been in an accident.I Tried to trade in my vehicle and that company mentioned it being a liability to have been sold like this. This car should have been sent to auction and not sitting in a dealership parking ****** not confortable driving this with my 3 y/o, currently pregnant as well. I

  Business Response

  Date: 01/20/2025

  Ms. **** we are sorry to read your complaint.  We reviewed the Buyers Guide with you as well as the AutoCheck.  We have attached both with your signature on them acknowledging they were reviewed with you.  AutoCheck is a service like CarFax.  We use AutoCheck instead of CarFax because most of our lenders use AutoCheck.  Please let us know if there is any more information we may provide. 

  Customer Answer

  Date: 01/22/2025

  I am rejecting this response because:   

  Hi I received a message back from the dealership. I do not recall seeing those last 2 forms from the dealership, i would not have signed that paper. As shown I did not sign that paper. I would like someone to call me on this issue.

  ************ 

  Thank you,

  Cerina  

  Customer Answer

  Date: 02/04/2025

  I was not shown last 2 papers nor did I sign on those papers . Every other paper I signed.

• Initial Complaint

  Date:11/05/2024

  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.

  We bought a car a Mirage 2022, when we bought the car they originally filed the wrong mileage on the car but that got fixed. However, the car was shaking by. We called and advised them the car was shaking at highway speed. They told us its a small car that is normal however it continued to shake. We brought the car into the dealership, they told us it was a bent strut arm and that the car had damage in the past and it was fixed. However it was not fixed. Then they blamed us for having mismatched tires when that is how we bought the car and we have photos of the car when we bought it with the same tires that they have now. The rim is also bent, that is why They said thats why it is leaking air. Then they told me it would be over ******* to fix the car. We bought tons of warranties yet those would not cover it. I advised we called and you said it was normal for a car to shake because its a small sedan thats why we didnt come in earlier. They told us it was basically our problem. They were no help. Then they asked my daughter if she hit a pot hole, she said there is sometimes small bumps in the road, they took that as pot holes. They are refusing to fix an issue that has been there since the beginning of us owning this car. I want it fixed or I want them to take the car back.

  Business Response

  Date: 11/06/2024

  We are in communication and working directly with this customer. 

  Customer Answer

  Date: 11/07/2024

  I am rejecting this response because:   Can you please add this to my complaint. They called me after I submitted the complaint and I learned more about my car and I feel like I am being blackmailed now by the manager. 

  Customer Answer

  Date: 11/07/2024

  Can you please add this to my complaint. They called me after I submitted the complaint and I learned more about my car and I feel like I am being blackmailed now by the manager. 
  
  -----------------------------------------------------------------------------------------------------------
  
  We bought a 2022 Mitsubishi G4 Mirage Black Edition in August of 2024. When we left the lot the we noticed the car would shake at highway speeds. I called Don Herring Mitsubishi and spoke with someone in the ******************* I was advised that I was an SUV driver and small sedans do shake that's because of the size and that I was not used to driving it yet. I believed and trusted he dealership. However, the shaking grew worse. We called them again and they told us to bring it in. While at the dealership we were advised the front left strut was bent and the right front rim was bent, that's why the tire has been leaking air and the car was shaking. I was advised it would be $1300.00 to get to get it fixed. I told them this was how to car was sold to me, I asked how we could get this issue resolved and the service member advised me to file an insurance claim for it, but we did not cause the damage, why would I file a claim when I did not do it. I was also advised my $2500.00 warranty would not cover this and again it was on me to fix it. 
   
  I asked why they would sell a car that had this type of damage. They advised it must have been us and then stated there are 4 different tire brands on the car and we must have replaced a tire on the car,  so he concluded that I did the damage. I told them I have photos of the car from the day we bought the car and it has the same 4 tires on the car. We did not do this damage. 
  
  I inquired about why the rim was on the right side of the car and not on the left where the damaged strut was. ***** the manager of parts/service told me that it must have been damaged by the previous owner and they moved the tire to the other side to hide the damage. That was all he could think of, because the previous owner also broke a tail light and had to have body damage fixed through Don Herring Mitsubishi. He told me there was nothing that can be done, that it was essential our $1300.00 problem and we could "work together" to fix the issue. He told me he would call me with a quote shortly.  I feel this was very shady to sell a car with this type of damage then lie about it. I placed a BBB Complaint because there is no way they did not know about this damage and this is not safe for my daughter to be driving around in the car with this type of damage. 
  
  Around 4pm today (11/5/2024) ***** the manager called and told me he knows I placed a BBB complaint and wanted me to remove it. He promised me a new rim at no cost to me but I would need to fix the strut myself and get an alignment that I would also need to pay for. I feel this is not fixing the problem that his company caused. He would not provide me anything in writing telling me he would pay for the rim at no cost to me. He told me "I have something better than a letter in writing, You have my word." His word means nothing to me. It feels like blackmail to remove the complaint because I have no proof, he would give me a rim at no cost to me and that only fixes one of the two issues I have. I need the strut, alignment, and rim fixed. 
  
  ***** the manager said he would only fix my rim if I retracted my BBB Complaint. I want something in writing stating that they will pay to fix my whole car and not just the rim.
  
   All I want is the car, we were promised at the time of purchase. A safe vehicle for my daughter to drive to school and work. I want the car fixed completely. 
  
  
  
  Respectfully,
  ***** *********
  ************
  
  *******************>*******, ********
  
  ************************************* 
  

  
  

  Business Response

  Date: 11/11/2024

  The vehicle was purchased on August 16th, and it was driven over ***** miles before the current issue arose. When your daughter brought the car in for service regarding a shimmy, our service advisor inquired if the car might have encountered any impacts, like hitting a curb or pothole. She initially mentioned a pothole, later clarifying that it was a bump in the road. This information, along with our inspection history, has guided our approach in addressing this situation.
  
  Prior to your purchase, our technicians conducted a multi-point inspection on this vehicle during a routine maintenance visit from the original owner, and no issues or damages were found. As a new car dealership, we do have a goodwill policy for situations like this. We strive to assist our customersparticularly those who recently purchased from us or those in need of urgent assistance.
  
  In light of the situation, as a gesture of goodwill, were standing behind our offer to replace the damaged wheel, mount, and balance the tire at no cost. We believe this is a fair solution based on the information available, including the inspection and your daughter's acknowledgment of the incident with the pothole.
  
  Please let us know if theres anything further we can clarify or assist you with regarding this repair.

  Customer Answer

  Date: 11/12/2024

  Here is the entire timeline of when we came to buy the car. We found this Mirage online so came in with my daughter to trade in her **** Escape, she loved the car right away before she even test drove it. She took it around dealership, we went around the block going no more than 35-40mph, and we did not initially notice anything was wrong, the salesman assured us the car was inspected and taken care of and it was traded in by a person he had regular services done and the car had never been in a wreck, all the work had been done there at the dealer and they just put new tires on it too so we felt like it was good deal.
  
  My daughter drove the car home where again there was no issue. She doesnt drive very far but later she was saying her wheel was shaking when she drove. We thought that was weird, so I drove it around and my husband drove it around and we couldnt get it to recreate the shaking she was talking about. You can only feel the shaking going at highway speeds. She continued to drive around in the car but then again complained about the steering shaking and bouncing. I called the dealership this was only 2 weeks after buying the car. We spoke to the service ***** I was assured it was because I drive an SUV and I was not used to driving a small sedan. So  a few weeks later my car went  into the shop so I borrowed her car and drove it to work which is off the highway. I noticed when I was driving locally (under 45MPH) there was no shaking, but when I had to get on the highway to go to my work I started to experience the shaking and bouncing she was experiencing because of the highway speeds. I told my husband and he said that since the salesman said it had new tires, they may just need to be balanced so it should be no big deal to fix.
  
  We told our daughter to just call and let them know about the tires and they should take care of it. She took it there and that was when we were  told that it needed a new strut, rim, alignment, etc. We were confused and were wondering what happened to her car at this point and how this made it past the inspection in the first place. The sales manager got defensive and said I have kids too, she probable hit pothole or something big. We are like no, she did not. She would have said something to us. My husband and I took the car up there to speak with him and he was pointing out the damage to us and we are seeing this all for the first time pointed out to us. My husband was asked, I thought you said the rim was damaged too, this looks fine. The sales manager said oh the damaged rim is on the passenger side of the car. I told him that doesnt make any sense, and he was like oh it was probably to help balance the car with the damaged strut. I told him no that doesnt make any sense because my daughter doesnt know how to **** a car up let alone change the tire. 
  
  
  When we spoke with ***** the service manager again we were advised that the car did have previous damage and they fixed it. Broken tail light, damage to the car and it needed to be repaired which the dealership said they did. They sold this car to us saying it has NEVER been in a wreck.  This means they purposely lied to us about the car when it was sold to us. He was wanting to just move forward with trying to locate a new rim so at that point we just left and that was when we make the report to the Better Business Bureau.
  
  He then called us back saying he saw the report and wanted to just offer us the rim for free if we removed the report but did not want to put any of this in writing and to just take his word I told him this is unacceptable, there is no way that this safe car the salesman sold me and my daughter was properly inspected and asked how could something like this be overlooked? He said there was some damage to the car before we bought it but the person that did the repair to the rear of the car never mentioned any issues with the drivability. I kept telling him there is no way this had happened with my daughter and  this car was simply not inspected properly before sale. 
  
  
  Then last night my husband decided that he would at least move the comprised rim to the rear of the car for safety and when he took the tire off he showed me that all the weights from the rim were removed. So not only did whoever had the car before us move the damage rim to the opposite side of the car, they also removed the weights from the rim to try to balance the dented rim! This was all intentionally done by someone before we purchased the car and then it passed the dealerships inspection before sale!
  
  
  This dealership is not properly inspecting the vehicles and just trying to make a quick dollar. This was unsafe and we were completely disregarded. The way to fix this is to replace the rim (wheel), do a proper alignment, and to be advised this will never happen again to any other customer. 

  I attached a picture of the damager strut. 

  Customer Answer

  Date: 11/14/2024

  I am rejecting this response because:   

  Here is the entire timeline of when we came to buy the car. We found this Mirage online so came in with my daughter to trade in her **** Escape, she loved the car right away before she even test drove it. She took it around dealership, we went around the block going no more than 35-40mph, and we did not initially notice anything was wrong, the salesman assured us the car was inspected and taken care of and it was traded in by a person he had regular services done and the car had never been in a wreck, all the work had been done there at the dealer and they just put new tires on it too so we felt like it was good deal.
  
  My daughter drove the car home where again there was no issue. She doesnt drive very far but later she was saying her wheel was shaking when she drove. We thought that was weird, so I drove it around and my husband drove it around and we couldnt get it to recreate the shaking she was talking about. You can only feel the shaking going at highway speeds. She continued to drive around in the car but then again complained about the steering shaking and bouncing. I called the dealership this was only 2 weeks after buying the car. We spoke to the service ***** I was assured it was because I drive an SUV and I was not used to driving a small sedan. So  a few weeks later my car went  into the shop so I borrowed her car and drove it to work which is off the highway. I noticed when I was driving locally (under 45MPH) there was no shaking, but when I had to get on the highway to go to my work I started to experience the shaking and bouncing she was experiencing because of the highway speeds. I told my husband and he said that since the salesman said it had new tires, they may just need to be balanced so it should be no big deal to fix.
  
  We told our daughter to just call and let them know about the tires and they should take care of it. She took it there and that was when we were  told that it needed a new strut, rim, alignment, etc. We were confused and were wondering what happened to her car at this point and how this made it past the inspection in the first place. The sales manager got defensive and said I have kids too, she probable hit pothole or something big. We are like no, she did not. She would have said something to us. My husband and I took the car up there to speak with him and he was pointing out the damage to us and we are seeing this all for the first time pointed out to us. My husband was asked, I thought you said the rim was damaged too, this looks fine. The sales manager said oh the damaged rim is on the passenger side of the car. I told him that doesnt make any sense, and he was like oh it was probably to help balance the car with the damaged strut. I told him no that doesnt make any sense because my daughter doesnt know how to **** a car up let alone change the tire. 
  
  
  When we spoke with ***** the service manager again we were advised that the car did have previous damage and they fixed it. Broken tail light, damage to the car and it needed to be repaired which the dealership said they did. They sold this car to us saying it has NEVER been in a wreck.  This means they purposely lied to us about the car when it was sold to us. He was wanting to just move forward with trying to locate a new rim so at that point we just left and that was when we make the report to the Better Business Bureau.
  
  He then called us back saying he saw the report and wanted to just offer us the rim for free if we removed the report but did not want to put any of this in writing and to just take his word I told him this is unacceptable, there is no way that this safe car the salesman sold me and my daughter was properly inspected and asked how could something like this be overlooked? He said there was some damage to the car before we bought it but the person that did the repair to the rear of the car never mentioned any issues with the drivability. I kept telling him there is no way this had happened with my daughter and  this car was simply not inspected properly before sale. 
  
  
  Then last night my husband decided that he would at least move the comprised rim to the rear of the car for safety and when he took the tire off he showed me that all the weights from the rim were removed. So not only did whoever had the car before us move the damage rim to the opposite side of the car, they also removed the weights from the rim to try to balance the dented rim! This was all intentionally done by someone before we purchased the car and then it passed the dealerships inspection before sale!
  
  
  This dealership is not properly inspecting the vehicles and just trying to make a quick dollar. This was unsafe and we were completely disregarded. The way to fix this is to replace the rim (wheel), do a proper alignment, and to be advised this will never happen again to any other customer. 

  I attached a picture of the damager strut. 

  Business Response

  Date: 12/13/2024

  Thank you for reaching out to share your concerns. At [Dealership Name], we take pride in offering high-quality vehicles and strive to provide excellent service to all of our customers.
  Regarding the used vehicle you purchased, we aim to be transparent about the condition of our cars. As a new car dealership, we are selective about the used vehicles we retail. This particular car was a one-owner trade-in for a new vehicle, and while it was thoroughly inspected before resale, no pre-owned vehicle is without minor imperfections, such as small dings or cosmetic wear.
  According to both our visual inspection and the AutoCheck report, there was no indication of prior accident damage when we sold the car. We also want to clarify that the tail light we replaced during preparation was on the back of the vehicle, unrelated to the issues now present at the front.
  Between the time of purchase and when you returned with these concerns, the vehicle was driven over ***** miles and owned for over two and a half months. Additionally, your daughter mentioned to our Service Advisor that the vehicle had hit a bump, which may have contributed to the issues.
  While we cannot accept responsibility for damage incurred after the vehicle left our dealership, we extended a goodwill gesture to assist with part of the repairs. We hope this demonstrates our commitment to supporting our customers even when circumstances fall outside our control.
  If you have further questions or would like additional assistance, please dont hesitate to reach out. We value your business and would like to work together to resolve this amicably.

  Customer Answer

  Date: 12/20/2024

  I am rejecting this response because:   I would just like it in writing that the black factory rim you originally offered to replace for my daughter for free. Not an agreement based on a handshake or someone's "word", just everything done in writing so that there is no confusion, misunderstanding, etc. If this done, then I'll be satisfied and consider it resolved. 

  Business Response

  Date: 12/24/2024

  Again, while we cannot accept responsibility for damage incurred after the vehicle left our dealership, we will extend a goodwill gesture to assist with part of the repairs. We will remove the tire off the damaged wheel, supply a new wheel and mount and balance the tire taken off the damaged wheel onto the new wheel.   We hope this demonstrates our commitment to supporting our customers even when circumstances fall outside our control.

• Initial Complaint

  Date:04/03/2023

  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 been trying contact them since 3/10 for a gap refund which the previous financial company and gap company both said refund comes from dealership the company is not responding no phone calls finance ***** I am owed money I want it back as today they hadnt even cancelled it I did myself I want them process the refund!!!!!

  Business Response

  Date: 04/06/2023

  Per the lender agreement with Santander and the cancelation request from ********* on behalf of the customer we are required to send the refund to Santander.  We have attached the cancellation request from Santander on behalf of the customer with the instructions for us to process the refund and direct to:  Santander Consumer USA Attention:  Payment Services *************************************** North **************, ** *****.  We tried to explain this process to ************** when she came into the dealership.  We are sorry for any confusion this has caused.

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because:   Number one they were so rude hardly explained anything. #2 one employee says this and general manager another who knows what truth is at this point. Nothing had been cancelled its now one month. 

  Customer Answer

  Date: 04/17/2023

  Still have not cancelled my extended warranty or issued refund there. 

  Business Response

  Date: 04/17/2023

  We have attached a copy of the check that was sent to ********* on 4/5/23.  While the check was sent 4/5/23 the cancelation was refunded based on the pay off date of 3/10/23.  The contract refund is based on a prorated amount of the time left on the contract.  As shown in the letter we shared in the initial complaint, ********* submitted a request to *************** on 3/39/2023 (attached again for reference).  The cancelation was processed and we sent a check (see attached) to Santander on 4/5/23.  We again apologize for any confusion this process has caused.

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because:   That is only the *** refund. There is still an extended warranty refund that they have yet to cancel as of today. 

  Customer Answer

  Date: 04/25/2023

  As of today still cant get my extended warranty canceled; dealership is beyond ridiculous wont cancel and issue the refund warranty trying force me to keep yet new company provider their own! Im so tired this want my refund for extended warranty ; I got it for GAP!!!!

  Business Response

  Date: 04/27/2023

  The customers original complaint never mentioned an extended warranty.  This is the first time in this process the customer has brought up a concern about an extended warranty cancellation.  If the customer would like to cancel the extended warranty we would be happy to do so.  We need some additional information to process this cancellation.  We have attached a cancellation form which we will need the customer to complete and sign for the extended warranty to be cancelled.  

  Customer Answer

  Date: 04/27/2023

  I am rejecting this response because:   Number one Ive submitted this page already and all they submitted was blank page I wont be accepting any response until refund has been issued. 

  Business Response

  Date: 05/05/2023

  We apologize if the attached form was submitted previously.  We must have the consumer complete this information and sign so that we have record of customer cancelling the extended service agreement.  Unlike ********* the consumer can cancel an extended service agreement.  If a dealer canceled an extended service agreement without proper documentation then a dealer could be held liable should a break down occur that the extended service agreement would have covered.  In order for the cancelation of the extended service agreement to be done properly, the consumer must complete the information on the form.  Critical information includes:  date of cancellation, miles on the vehicle at cancellation and the consumers signature authorizing us to cancel the extended service agreement.  The refund amount will be calculated based on a formula using the milage and date of the cancelation.  

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:   Ive already completed this form I am waiting for refund till I receive it this will not be resolved I will not accept a response. They say they have submitted everything I provided everything they need for this request. 

• Initial Complaint

  Date:10/29/2022

  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 am requesting reimbursement of $258.79 I was forced to pay at *** ******* Mitsubishi North to get my vehicle/keys back after two attempts. First time on 10/24/22 and again on 10/27/22. I was told on 10/24/22 that I could leave the car there at Mitsubishi and I would not be charged a storage fee. I did not authorize any work or services and was not charged any. On 10/23//22 I drove my car to *** ******* Mitsubishi North at 4225 W. Plano Parkway Plano, Tx for brake service. I was told the next day 10/24/22 the parts needed to be repaired, my breaks had to be first located and ordered and this could take up to the end of 11/23/22, not including the time it would take for repairs. My car is the only transportation I have for work, so I found another repair shop that could fix my breaks and order the parts in far less time including cost and labor. I returned to Mitsubishi on 10/24/22 to pick up my car/keys. They tried to talk me out of taking my car and denied my request for my keys/car stating the car was not safe to drive. Again I'm 10/27/22 I returned to pick up my car/keys and was denied because they stated the car was unsafe to drive and they had ordered parts, that I did not authorize. I told ***** (the service advisor) I would have a tow truck pick up my car and the charges appeared out of nowhere. ***** called the police on me and mother because we wanted my car back. There was no mention of any charges or fees until I insist they return my keys/car. I was treated poorly and unfairly being this is the same place I purchased the vehicle and returned for car repairs.

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/10/31) */ The $258.79 the customer was charged was for services rendered. We cannot release keys or vehicles until payment is made for said services. First off, The customer dropped his vehicle off after hours on the 24th, not the 23rd, with a note stating that he needed new rotors and brake pads. After inspection on the 25th, it was determined that the problem was more than a simple brake job. A message was left for the customer and he called back @ 10:37 a.m. He was given an estimate for repairs in the amount of $1,454.00 which he verbally authorized @ 10:46 a.m. Customer was aware of a couple of backorder situations and still gave us the go ahead for repairs. Parts were placed on order the same day. The customer showed up on the evening of the 25th to pick his vehicle up "to drive until the parts came in". He was reminded at that time that the vehicle was not safe to operate and the 11/23 ETA for the parts. We did not hear back from the customer until the afternoon of 10/27 when he showed up again trying to pick his vehicle up and stated that he was going to have the work performed elsewhere. We informed him that the parts had been ordered and he would owe for the work that the technician had performed. Our normal policy is prepayment must be made on any special order parts if the vehicle is not staying in our possession. This is when he started in with the "I did not sign anything authorizing charges". He was asked if he did or did not authorize the charges over the phone when he spoke with the Service Manager. He acknowledged that he did but felt that he shouldn't have to pay anything. We again stated that the technician had time involved in the tear down and inspection and the parts had been ordered, some which could not be cancelled. Both of these are hard costs to the dealership, costs that we incurred because he authorized the repairs. Again, he stated that he felt like he should not have to pay anything and he "just wants his keys so he can take his car somewhere else". We informed him that we cannot legally let him drive the vehicle off of our lot due to the fact that it was unsafe and that the only way we would release the vehicle was if it were to be towed. I also offered at that time to waive the full "prepayment" for the special ordered parts and simply charge a restock fee for the costs that will be incurred by the dealership for the handling and return of the parts to the manufacturer. This is a stated policy and the fee is normally 20% of the total parts. The customer authorized $1,454.00, of which $872.82 was parts. The normal "restock fee" for that amount would be $174.56. I made an offer to the customer that since he was going to have a charge from the towing company to get his car picked up, I would drop that fee to 10% to try and help him out. He was told that would bring his total owed to around $235, which included one hour of labor, the discounted restock fee, plus taxes and shop fees. He stated "I really appreciates that, let me make a call". The customer's mother showed up shortly after his phone call and started making a scene, being very loud in the Service area and threatening to call the police on us. Every attempt was made to try and calm the her down but she continued to raise her voice and threaten to call the police. This is when we offered to call the police for her. Once they arrived, the police agreed that the vehicle was unsafe to drive and that the customer would need to pay for the charges owed before we would release the vehicle. At this point, the customer signed an acknowledgment of liability and paid their bill. *** ******* Mitsubishi has been more than fair and accommodating with this customer. The customer was NOT charged a "storage fee" like he implied, he was simply charged for costs incurred by his authorizing us to begin the repairs to his vehicle. We have zero interest in taking peoples money for no reason. I am truly sorry that this customer is unable to see the efforts we made to help ease this situation for him.

• Initial Complaint

  Date:10/18/2022

  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.

  Hello my wife and I purchased a new car at don herring mitsubishi in irving texas we were so excited we didn't ck the car completely out we had a low tire and took it to discount tire and they said I need tires the front was 4/32and the rear was 3/32 we went back to the dealership and they said we should have look at the tires don was his name said the best he could do is split the cost of the tires at about 350 we spent all of our money on this car we spent 28,000 on this car we shouldn't have to spend out money they should have done before they sold us the car can u help us please.

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/20) */ I have spoken to Mr ******* and reminded him that our service department measured the tread at 5/32's which is 1/2 worn, thus managements original offer to pay 1/2. We have agreed to put a set of tires on his car this coming Saturday as a goodwill gesture to keep a happy customer that will give us positive reviews online. Consumer Response /* (2000, 7, 2022/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Don herring called and offered a solution that was good for the both of us and I thank him for that it was a great outcome don herring gets 5 stars in my book for great customer service

• Initial Complaint

  Date:09/10/2022

  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.

  On August 12th, 2022 I ordered a part from mitsubishi parts central. I ended up not using the part and have been trying to return it since, but the business does not seem to want to refund me despite the fact that I am well within their terms for refund. I first tried calling the phone # listed on both the packing slip and the website which led me to an office in Las Vegas that had nothing to do with this business. I next tried emailing the company several times for a return authorization code which they say is needed on the website before returning; no response to 3 seperate emails. I then went online and found the actual phone # for the business being *** ******* and called them. When I finally got through to someone I was transferred to the parts department and spoke to TJ who looked up the order # from my packing slip, verified my email address, and assured me that I would receive a return authorization code by email. I did not ever receive this email, checking everyday and also checking the spam folder. When I called back again I was told the parts person was on break but I could leave my phone # and they would call me right back. I never received a call. I am so fed up with this company and just want to return the unused part I ordered for a refund. I am currently still within their 30 day return window but feel they need to resolve this now. Please help, thank you!

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */ We sent another return label again today for Ms. ******'s return. We are sending these to the email address she had listed on the order. I am not sure why she has not received them. I also called the number she has circled on the packing list she received with the parts order and all three times I called, I got hold of the Parts Department. We have no intention of not refunding the customer as long as we receive all the pieces ordered back and in good condition. We are extremely sorry that she is having these issues and will work with her diligently to resolve this matter.

• Initial Complaint

  Date:09/07/2022

  Type:Billing 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.

  During my last complaint I said things using bad words, too express my experience with Don Mitsubishi of Dallas DFW locations. The Irving Texas location , Dallas Texas location and Plano location. The complaint as of today, is mainly for the Irving Texas location. I want say the employees name, due too the embarrassment of those who actually was honest and very professional with me during my first car experience. If I wasn't scared that they would be harassed by the employees who took advantage of me as a customer or respect of my personal information like my social number. I am thank those great three people, each one being from all three locations, Thanks you three. Now for the people who ran my social on cars I was given no CONSENT too do so, AND was never asked through text messages or phone, during the month long stressful, lies filled month of my life. Hopefully since both text messages and phone calls was recorded by Don Mitsubishi, they could be honest an own up too what they have done and what they are continuing too do after Illegally use my Social Security number. I asked them not too call me anymore. I blocked the number after days and days of harassment calls from Don Mitsubishi. Shortly after blocking the number an feeling like, blocking the company would work. I am receiving calls from them still today. The only difference is that the calls are showing up No caller ID. Whenever I would answer, the caller then would immediately place me on a hold/transfer. Lucky I have record both auto/video, Of the incoming calls, placed by Don Mitsubishi Irving location. You would think after stealing from a person that only was trying too buy transportation so that he could get too work on time, pick up his daughter during his visitation days, and able too respond to family emergencies. Would be treated like a person with an 800 credit score.Yet my experience only left me feeling, stressed ,groomed,robbed and gang jumped, with continued harassment from the predators

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/09/08) */ It is always our goal to exceed our customers expectations throughout their purchase and/or ownership experience. I apologize as we have obviously fallen short. Mr ***** did apply for a car loan through our dealership. We did secure a car loan based on the application submitted. We have marked Mr ***** in our system to neither call nor email. We hope he finds a car and loan that meets his expectations, and stand by to assist him should he ever need us in the future. Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept there response of apologies, I will now contact the Attorney General regarding my experience. Too this day I still received phone call for the company. I will also post and send too whoever I have too. I also have mailed letter of car I never asked of them run under PERSONAL information. An text me of promises that was made toward me also. I will not give up until they either fix what they have done or give me a severance package. Right is right and wrong is definitely wrong. And everyone involved will have too answer and own up too the mistakes they made.

• Initial Complaint

  Date:06/06/2022

  Type:Billing 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.

  There website explicitly states on the "Get Pre-Qualified" section that it "Does not impact your credit!" which in the credit world means its only a soft inquiry, not a hard inquiry. Turns out, of course, that information is wrong and I got a hard inquiry on my credit report. I wasn't even that interested in a Mitsubishi and did the pre-approval to see if I can get some sort of information in terms of my credit. Nobody cares to look into it or remove that section from their website, when it is completely false. Please correct my credit report ASAP. As you are falsely advertising, Pre-Qualifying clearly DOES affect your credit as you can see the hard inquiry attached right here!!!

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 6, 2022/06/08) */ Customer submitted "Pre-Qualification Consent" on 5/12/22 at 12:41 PM, then on 5/12/22 at 2:14 customer re-access application and gives "Full Credit/Lender Submission". The pre-qualification consent does not impact your credit, the customer gave consent for Full Credit/Lender Submission.