Auburn Valley Mitsubishi

Thank you for providing a translation of this compliant so that we may respond I have attached two files to help explain the situation and hope this will clear some things up Mr [redacted] visited our dealership and speaks English very well At no point in time did the customer ask for a translator during any conversation The attachment titled [redacted] contains all of the paperwork of each point of negotiation with the salesperson If you look at the dates this deal spanned over two days before a final commitment was made to any kind of purchase price The first date is 5/22/and the price of the vehicle was $19,with a trade allowance of $The second write up was dated 5/22/and the price was negotiated to $and $for the trade The next time the write up was dated for the next day on 5/24/and price was $and a negotiation of between and for the trade The next wriis dated 5/24/the sale price $and the trade now is $with no w4L or warranty for life The final wriand commitment is dated 5/24/and the sale price was raised to with for the trade and includes warranty for Life The price difference is because of the added warranty for life component As you can see the commitment is with $down and a payment circled The next attachment is the purchase order which matches the sale price, trade allowance and down payment Mr [redacted] had a firm understanding of all the numbers and agreed to what was negotiated over several days Mr [redacted] came back to the dealership after a couple days and indicated that he needed to bring the vehicle back because he lost his job because we kept him too long at the dealership When Anthony Q [redacted] informed him that he could not bring back the vehicle Mr [redacted] starting yelling and began threathing Anthony The police were called to calm Mr [redacted] down and escort him from the dealership At no point did any employee from Auburn Valley yell or call Mr [redacted] stupid however, Mr [redacted] was told to calm down and talk reasonable or the Police would be called The situation got out of hand and it was very unfortunate that it ended the way it ended Auburn Valley did nothing to hid anything from Mr [redacted] everything was very transparent If you have any questions please feel free to contact meSincerely Yours, Kirk R [redacted]

I spoke with Mr [redacted] and explained the situation that the vehicle was brought in with a fuel concern We followed all the protocols and procedures in order to test the sensors and fuel tank and as well as visually inspect the inside of the fuel tank to verify the level of fuel The tests came back all and after inspection of the fuel tank it was found to be empty We then filled the gas tank to verify that the fuel reading was correct and it displays the correct amount of fuel I tried to explain that we can only report what we see and cannot speculate as to what happened prior to the vehicle coming to us for the concern Mr***'s wife was very rude to T [redacted] the service manager accusing us of taking fuel, tampering with the vehicles computer among other things When talking with Mr [redacted] the conversation came back to us calling his wife and himself liars I make it clear that we are only here to report what we see and it is not our intention to accuse or imply any fault or wrong doing However, time was spent on diagnosis and I feel this should be paid I offered to Mr [redacted] if he wanted to take the vehicle to another Mitsubishi dealer and get a second opinion he is more than welcome If another shop finds a problem with the fuel gauge then I would have no problem refunding the diagnostic feeMr [redacted] hung up on our conversation twice indicating that I am not willing to help them I am sorry they feel this way we tried to accommodate the customer but they are unwilling to become reasonable If you have any further questions regarding this case please feel free to contact me Sincerely Yours, K [redacted] Auburn Valley Mitsubishi

After reviewing the file of Ms***, I see that she requested to have an oil change and was provided with an estimate for the oil change of $ She indicated further concerns of a possible gas leak and oil leaks She was provided with an estimate of a diagnostic charge of $ The oil change was performed and the tech found that the vehicle was consuming oil as there was only a quart of oil in the engine at the time of the oil change The gas leak was coming from the gas tank and related gas lines It was noted that this vehicle was not safe to drive because of the gas leak The engine oil leaks or oil burning would have to have more time to pin point what the actual failure in the engine was coming from Donna the service advisor gave Ms [redacted] some estimates of what the gas tank would take to replace and what a new engine would cost It was recommended that it may not be cost effective to put this much money into a vehicle of this age or mileage Based upon what Ms [redacted] signed and what was noted on the repair order and the communication that was shared by the service advisor and service manager I feel we did our job and completed what Ms [redacted] contracted us to do I do not see a need for a refund of the oil change since the vehicle needed oil and Ms [redacted] requested the oil be changed If you have any further questions please feel free to contact me Sincerely Yours, Kirk R [redacted]

Complaint: ***I am rejecting this response because:
I never contracted the shop to diagnose my *** ***I came into the shop for a routine oil changeDonna advised the Oil change would be $and never mentioned a diagnosticI knew what was wrong with my car and had even called Donna prior to coming in to advise that I had a gas leakI never requested that the shop diagnose my carI was not provided with an estimate of how much the diagnostic was going to cost nor was I advised that this service was going to be performedI am rejecting the response from the shop because I was not provided with any documentation of the "diagnostic" preformed on my carWhen I requested a write up from the diagnostic that I was charged for, I was refusedI have no proof that a "diagnostic" was preformed on my carI would not like to be reimbursed for the oil change, as I am aware that that service was preformedI am requesting reimbursement for the diagnostic that I was not made aware of or provided documentation that this service was provided. Sincerely,*** ***

I spoke with Mr*** and explained the situation that the vehicle was brought in with a fuel concern. We followed all the protocols and procedures in order to test the sensors and fuel tank and as well as visually inspect the inside of the fuel tank to verify the level of fuel. The
tests came back all and after inspection of the fuel tank it was found to be empty. We then filled the gas tank to verify that the fuel reading was correct and it displays the correct amount of fuel. I tried to explain that we can only report what we see and cannot speculate as to what happened prior to the vehicle coming to us for the concern. Mr***'s wife was very rude to T*** the service manager accusing us of taking fuel, tampering with the vehicles computer among other things. When talking with Mr*** the conversation came back to us calling his wife and himself liars. I make it clear that we are only here to report what we see and it is not our intention to accuse or imply any fault or wrong doing. However, time was spent on diagnosis and I feel this should be paid. I offered to Mr*** if he wanted to take the vehicle to another Mitsubishi dealer and get a second opinion he is more than welcome. If another shop finds a problem with the fuel gauge then I would have no problem refunding the diagnostic feeMr*** hung up on our conversation twice indicating that I am not willing to help them. I am sorry they feel this way we tried to accommodate the customer but they are unwilling to become reasonable
If you have any further questions regarding this case please feel free to contact me
Sincerely Yours,
K*** ***
Auburn Valley Mitsubishi

I am sorry you do not agree with my decision but it is very clear of the work you requested and an estimate was given to you at the time of write up before any work was performed. On a side note, I do not understand why you would just want a oil change if you knew that your vehicle was leaking oil and gasoline. If you had oil all over the drive way why would you want to change the oil and not have the oil leaks fixed???? I am sorry but this does not make sense to me. However, my staff completed what you requested and I do not see any reason to issue a refund for work that was not authorized when clearly you where given an estimate of the charges for each requested repair.
Thanks,
Kirk R***
Auburn Valley Group

I am sorry you do not agree with my decision but it is very clear of the work you requested and an estimate was given to you at the time of write up before any work was performed. On a side note, I do not understand why you would just want a oil change if you knew that your vehicle was leaking oil and gasoline. If you had oil all over the drive way why would you want to change the oil and not have the oil leaks fixed???? I am sorry but this does not make sense to me. However, my staff completed what you requested and I do not see any reason to issue a refund for work that was not authorized when clearly you where given an estimate of the charges for each requested repair.
Thanks,
Kirk R***
Auburn Valley Group

Thank you for providing a translation of this compliant so that we may respond. I have attached two files to help explain the situation and hope this will clear some things up. Mr*** visited our dealership and speaks English very well. At no point in time did the customer ask
for a translator during any conversation. The attachment titled *** contains all of the paperwork of each point of negotiation with the salesperson. If you look at the dates this deal spanned over two days before a final commitment was made to any kind of purchase price. The first date is 5/22/and the price of the vehicle was $19,with a trade allowance of $400. The second write up was dated 5/22/and the price was negotiated to $and $for the trade. The next time the write up was dated for the next day on 5/24/and price was $and a negotiation of between and for the trade. The next wriis dated 5/24/the sale price $and the trade now is $with no w4L or warranty for life. The final wriand commitment is dated 5/24/and the sale price was raised to with for the trade and includes warranty for Life. The price difference is because of the added warranty for life component. As you can see the commitment is with $down and a payment circled. The next attachment is the purchase order which matches the sale price, trade allowance and down payment. Mr*** had a firm understanding of all the numbers and agreed to what was negotiated over several days. Mr*** came back to the dealership after a couple days and indicated that he needed to bring the vehicle back because he lost his job because we kept him too long at the dealership. When Anthony Q*** informed him that he could not bring back the vehicle Mr*** starting yelling and began threathing Anthony. The police were called to calm Mr*** down and escort him from the dealership. At no point did any employee from Auburn Valley yell or call Mr*** stupid however, Mr*** was told to calm down and talk reasonable or the Police would be called. The situation got out of hand and it was very unfortunate that it ended the way it ended. Auburn Valley did nothing to hid anything from Mr*** everything was very transparent. If you have any questions please feel free to contact me. Sincerely Yours, Kirk R***

Complaint: ***I am rejecting this response because:
Yet again, I am rejecting this responseI never requested that Auburn Valley *** look at my car for an oil or gas leakI came into the service department aware of the leaks because I had oil and gas all over my driveway. I came in requesting an oil change, and that is allDonna did bring up the fact that I had called in about the leaks, but we never discussed getting this checked out. I had only called to make sure that the shop would accept my car with a gas and oil leak.Donna, the receptionist never explained the remark “Oil or Gas Leak? 6000”. Sincethere was no “$” in front of the 6000, I didn’t assume that it was an amount that I was to be charged I assumed that Donna was making a note that there was an oil and/or gas leak, so that the mechanic working on my car would know. Also, at the bottom of the work order, you can see that the total of “$99.95” is in a different color ink and was added in after I had signed this work order. When I had signed this work order, the total of $at the bottom was not written in. I was never provided with documentation that a diagnosis was preformed, even after I had requested itI also was not provided with a copy of this work order when I request it. The diagnostic didn’t provide me with any additional information that I didn’t know when I brought my car into the shopIt is extremely worrisome as a consumer that I can be charged $for a service that was not requested and that when I request documentation for the service that I was charged for, I am denied.Sincerely,*** ***

After reviewing the file of Ms***, I see that she requested to have an oil change and was provided with an estimate for the oil change of $39.95. She indicated further concerns of a possible gas leak and oil leaks. She was provided with an estimate of a diagnostic charge of
$60.00. The oil change was performed and the tech found that the vehicle was consuming oil as there was only a quart of oil in the engine at the time of the oil change. The gas leak was coming from the gas tank and related gas lines. It was noted that this vehicle was not safe to drive because of the gas leak. The engine oil leaks or oil burning would have to have more time to pin point what the actual failure in the engine was coming from. Donna the service advisor gave Ms*** some estimates of what the gas tank would take to replace and what a new engine would cost. It was recommended that it may not be cost effective to put this much money into a vehicle of this age or mileage.
Based upon what Ms*** signed and what was noted on the repair order and the communication that was shared by the service advisor and service manager I feel we did our job and completed what Ms*** contracted us to do. I do not see a need for a refund of the oil change since the vehicle needed oil and Ms*** requested the oil be changed.
If you have any further questions please feel free to contact me
Sincerely Yours,
Kirk R***

Complaint: [redacted]I am rejecting this response because:
I never contracted the shop to diagnose my [redacted]I came into the shop for a routine oil changeDonna advised the Oil change would be $and never mentioned a diagnosticI knew what was wrong with my car and had even called Donna prior to coming in to advise that I had a gas leakI never requested that the shop diagnose my carI was not provided with an estimate of how much the diagnostic was going to cost nor was I advised that this service was going to be performedI am rejecting the response from the shop because I was not provided with any documentation of the "diagnostic" preformed on my carWhen I requested a write up from the diagnostic that I was charged for, I was refusedI have no proof that a "diagnostic" was preformed on my carI would not like to be reimbursed for the oil change, as I am aware that that service was preformedI am requesting reimbursement for the diagnostic that I was not made aware of or provided documentation that this service was provided.? Sincerely,[redacted]

Thank you for providing a translation of this compliant so that we may respond.  I have attached two files to help explain the situation and hope this will clear some things up.  Mr. [redacted] visited our dealership and speaks English very well.  At no point in time did the customer ask...

for a translator during any conversation.  The attachment titled [redacted] contains all of the paperwork of each point of negotiation with the salesperson.  If you look at the dates this deal spanned over two days before a final commitment was made to any kind of purchase price.  The first date is 5/22/2016 and the price of the vehicle was $19,999.00 with a trade allowance of $400. The second write up was dated 5/22/2016 and the price was negotiated to $17987.00 and $400 for the trade.  The next time the write up was dated for the next day on 5/24/2016 and price was $17987.00 and a negotiation of between 1000 and 1500 for the trade.  The next write-up is dated 5/24/2016 the sale price $17987.00 and the trade now is $2500 with no w4L or warranty for life.  The final write-up and commitment is dated 5/24/2016 and the sale price was raised to 18399.00 with 2500 for the trade and includes warranty for Life.  The price difference is because of the added warranty for life component.  As you can see the commitment is with $1000 down and a payment circled.  The next attachment is the purchase order which matches the sale price, trade allowance and down payment.  Mr. [redacted] had a firm understanding of all the numbers and agreed to what was negotiated over several days.  Mr. [redacted] came back to the dealership after a couple days and indicated that he needed to bring the vehicle back because he lost his job because we kept him too long at the dealership.  When Anthony Q[redacted] informed him that he could not bring back the vehicle Mr. [redacted] starting yelling and began threathing Anthony.  The police were called to calm Mr. [redacted] down and escort him from the dealership.  At no point did any employee from Auburn Valley yell or call Mr. [redacted] stupid however, Mr. [redacted] was told to calm down and talk reasonable or the Police would be called.  The situation got out of hand and it was very unfortunate that it ended the way it ended.  Auburn Valley did nothing to hid anything from Mr. [redacted] everything was very transparent.  If you have any questions please feel free to contact me. Sincerely Yours, Kirk R[redacted]

I spoke with Mr. [redacted] and explained the situation that the vehicle was brought in with a fuel concern.  We followed all the protocols and procedures in order to test the sensors and fuel tank and as well as visually inspect the inside of the fuel tank to verify the level of fuel.  The...

tests came back all normal and after inspection of the fuel tank it was found to be empty.  We then filled the gas tank to verify that the fuel reading was correct and it displays the correct amount of fuel.  I tried to explain that we can only report what we see and cannot speculate as to what happened prior to the vehicle coming to us for the concern.  Mr. [redacted]'s wife was very rude to T[redacted] the service manager accusing us of taking fuel, tampering with the vehicles computer among other things.  When talking with Mr. [redacted] the conversation came back to us calling his wife and himself liars.  I make it clear that we are only here to report what we see and it is not our intention to accuse or imply any fault or wrong doing.  However, time was spent on diagnosis and I feel this should be paid.  I offered to Mr. [redacted] if he wanted to take the vehicle to another Mitsubishi dealer and get a second opinion he is more than welcome.  If another shop finds a problem with the fuel gauge then I would have no problem refunding the diagnostic fee. Mr. [redacted] hung up on our conversation twice indicating that I am not willing to help them.  I am sorry they feel this way we tried to accommodate the customer but they are unwilling to become reasonable.
If you have any further questions regarding this case please feel free to contact me.
 
Sincerely Yours,
 
K[redacted]
Auburn Valley Mitsubishi

Complaint: [redacted]I am rejecting this response because:
Yet again, I am rejecting this response. I never requested that Auburn Valley [redacted] look at my car for an oil or gas leak. I came into the service department aware of the leaks because I had oil and gas all over my driveway. I came in requesting an oil change, and that is all. Donna did bring up the fact that I had called in about the leaks, but we never discussed getting this checked out. I had only called to make sure that the shop would accept my car with a gas and oil leak.Donna, the receptionist never explained the remark “Oil or Gas Leak? 6000”. Sincethere was no “$” in front of the 6000, I didn’t assume that it was an amount that I was to be charged.  I assumed that Donna was making a note that there was an oil and/or gas leak, so that the mechanic working on my car would know. Also, at the bottom of the work order, you can see that the total of “$99.95” is in a different color ink and was added in after I had signed this work order. When I had signed this work order, the total of $99.95 at the bottom was not written in. I was never provided with documentation that a diagnosis was preformed, even after I had requested it. I also was not provided with a copy of this work order when I request it. The diagnostic didn’t provide me with any additional information that I didn’t know when I brought my car into the shop. It is extremely worrisome as a consumer that I can be charged $60.00 for a service that was not requested and that when I request documentation for the service that I was charged for, I am denied.Sincerely,[redacted]

After reviewing the file of Ms. [redacted], I see that she requested to have an oil change and was provided with an estimate for the oil change of $39.95.  She indicated further concerns of a possible gas leak and oil leaks.  She was provided with an estimate of a diagnostic charge of...

$60.00.  The oil change was performed and the tech found that the vehicle was consuming oil as there was only a quart of oil in the engine at the time of the oil change.  The gas leak was coming from the gas tank and related gas lines.  It was noted that this vehicle was not safe to drive because of the gas leak.  The engine oil leaks or oil burning would have to have more time to pin point what the actual failure in the engine was coming from.  Donna the service advisor gave Ms. [redacted] some estimates of what the gas tank would take to replace and what a new engine would cost.  It was recommended that it may not be cost effective to put this much money into a vehicle of this age or mileage. 
Based upon what Ms. [redacted] signed and what was noted on the repair order and the communication that was shared by the service advisor and service manager I feel we did our job and completed what Ms. [redacted] contracted us to do.  I do not see a need for a refund of the oil change since the vehicle needed oil and Ms. [redacted] requested the oil be changed. 
 
If you have any further questions please feel free to contact me.
 
Sincerely Yours,
 
Kirk R[redacted]