Fort Collins Mitsubishi

We at Fort Collins [redacted] do not agree with Mr [redacted] 's comments and requests that he has statedWe feel that we have exhausted all options for this customer other than what we have already done or offered to this customer Toby K*** Service Manager at Fort Collins Mitsubishi

Complaint: ***
I am rejecting this response because:
Regards,
*** *** While the first section of the reply to the complaint is correct, there are quite a few 'misdirections' in the wordingIn the statement made in the response indicated that I did not take a technician had never been in the car is not correctAs stated in the response, I did put sticky notes near each area that I had problems withThe day that I took the car in for the second time, I did take a technician out for a drive to explain and show first-hand the issues that I was havingToby was the gentleman I talked to about the whole process, and he is the one that instructed the tech to take a ride in the carI do not know how that was overlooked. I can honestly say that the only problem that was fixed by taking the car in was the lights behind the speedoAlthough, in the process of fixing that, the lights behind the odometer now turn on and offThey did reconnect the the HVAC controls, but now the knob that controls the heat will not turn on the heat. The vent on the dash that wasn't properly installed was reinstalled, and now fits close to where it was previous to the repairStill doesn't fit properly.Now on to the rattle in the dashThe rattle WAS NOT PRESENT previous to the service done at the dealerNor were the scratches/gouges in the dashI know the dealer states that the car has a few owners, but how does that relate to the issue? The car does have some body damage, but it is on the opposite side of the car and is a very small instance of damageI am still not sure how that relates to the issue, as NONE of these issues were present before the recall work done by the dealer.Toby stated in the response that I had another opportunity to bring the car in again to have the additional issues fixed, which is a completely statementAfter I picked the car up from the dealer and noticed that some off the previous issues were still present, I called the dealer to ask what had actually been doneToby stated that the service department had spent over hours of work trying to fix the issues, but could not afford to spend more time fixing the issuesI was never invited back to have the issues tended toIn fact, I was told that they would spend no additional time with the matter, as the Toby blamed the car's history for the issues caused by the recall serviceThe dealer even admitted that the work done the first time wasn't done properly, and said they would have a different more experience tech redo the work properlyThe fact that the dealer took the car in after the service to fix the problems shows that they know they are at faultAnd when they found that the shoddy work would be too hard to repair, they now deny fault and expect me to either take the repair costs, or just live with the damage they have done to the carThe pictures I have posted clearly show the work was not done correctly, and they should be liable to fix the damage inflicted to my car.As far as the reviews I have posted online, I feel that I was very reasonable and professional when writing themI did not lie, nor did I list any information in any of my reviewsI will post a link to my Google review at the end of these statements)I would be happy to remove my reviews of the dealer once the issues are completely resolvedBut sites like Google and Facebook offer the option to list personal reviews like this for a reason, which is to either inform potential customers of how a certain business performs, or to inform the business about how their business is performing from the customer's perspectiveThe multiple reviews I have posted online are very accurate, and feel that they represent my experience with the Fort Collins *** dealership.I am by no-means trying to milk this particular situation for free service, I am merely trying to have my car returned to the condition it was in prior to the poor service I received at this dealershipI did state in the resolution to this issue that I would like to have the work done by a different service department for a reasonI have visited this dealership 2-times in the process of having the airbag recall work done along with having the poor service work repairedIn the process, some of the issues had been fixed, but some were not or even made worseI feel like I have given the Fort Collins *** dealership more than enough consideration in this process, but still the issues persistThus the reason why I rather have a specialized or more experienced mechanic to fix the issuesI feel this dealership has provided me with a TERRIBLE service/business experience, and has shown they don't have the experience or integrity to fix the problems they have causedHere is the review I posted on Facebook"STAY AWAY FROM THE FORT COLLINS *** DEALERSHIP!!!! ESPECIALLY FOR SERVICE!!! So after flying to ** to pick up my dream car, ***
*** ** ** ** (its a mouthful, I know), I received the letter about
the airbag recall by TakataFrom the way the message in the letter was
written, it seemed pretty urgent and I immediately called this dealer
to have the work doneLong story short
(long story below), the Fort Collins *** dealer did the recall
work, but did quite some DAMAGE to the interior in the process(I have
pictures of the issues, but FB won't allow URL's to be listed in
reviews)The first time I picked the car up: 1) The lights behind the speedometer were not working properly (eventually somewhat repaired) 2) The HVAC (heating, ventilation, and air conditioning) controls did not function (somewhat fixed, still not working properly) 3) There is a rattle coming from underneath the passenger-side dash
board (this is where the actual recalled airbag unit is located)This
may not matter to most people, but I am VERY OCD about these things, and
the vibration had definitely not been there before the service(still
unresolved) 4) And to be expected, there were parts of the dash
where the techs had scratched/gouged in the process of removing the
dash(still unresolved) 5) The defrost vent was not installed properly, and is no longer sitting flush with the dash (eventually repaired) 6) I found two bolts laying on the seat, maybe they were just parts
that were replaced and just accidentally left in the car (hopefully
resolved) After a few trips to the dealer, a few phone calls,
and definitely a bit of frustration from both me and the dealer, problem
#had been mostly fixed, #along with #had been repaired, and I am
hopefully assuming that #had been resolvedI had also called
*** North America (the corporate side, but since the dealerships
are privately owned, they claimed absolutely no liabilityAs
for the rattle under the dash and the damaged dash panel, those issues
are still unresolvedWhen talking to one of the customer service reps
at the dealership, though he was VERY nice, would not take the time to
actually resolve the rattleHe stated that the amount of owners that
the car has had and some of body damage to the car (faulty repair work
done by previous owners to the quarter panel, on the opposite side of
the rattle/vibration in the dash), and basically stated the car's
history was to blameI understand the dealer's hesitation to
actually put more time into fixing the remaining issues, but they were a
result of the recall work done on the car by the dealer, and were in no
way caused by myself or anybody else besides the dealerWith that
said, I would suggest that anyone that appreciates their car as much as I
do should either document the condition of their car with a combination
of videos an pictures and save up for a lawyer before taking the car
into this particular dealer for service, or just disconnect the airbag
and take some somebody else's car when there are going to be more than
one person in the vehicleThe sad thing with all this is that
you CANNOT order the part yourself and install it, so you are basically
stuck with taking the car in to a dealerHere is a forum discussion
link about some aspects of the recall, along with some of the other
issues people have had with this recall nationwide: Google "Another
Airbag Recall Update Evom", it should show up."

See attatched documet for responseMy contact number is * *** * *** , toby_k***@fcmitsubishi.comOn 6/16/2015, customer *** Everett had a service appointment for 10:AM for a check engine light being present on the Mitsubishi *** that her husband had purchased from usWhen
*** arrived at the dealership our service advisor approached the vehicle and *** stated to the service advisor that the service engine light had turned off while driving down from her home in ***, Wyoming*** stated to the service advisor that “she did not feel we could do anything for her since the light was not on “The service advisor stated that we could still perform some diagnostic checks and asked if *** and her passengers would like to get out and wait as it would only take a few minutes to perform these checks*** did not want to get out of the vehicleOur service advisor offered both *** and her passenger coffee and brought both of them coffee to the vehicle Our technician plugged in our Mitsubishi MEDIC scan tool to the vehicle and found a stored code for low battery voltage (meaning the code was present at one time but not currently an issue)The technician then explained to *** reasons and examples of why a battery may have low voltage ( dome light on from door ajar, listening to radio without vehicle running ) and *** then stated “ I never leave the doors open but do listen to the radio without the car running from time to time “Technician then checked the battery voltage and amperage with the Mitsubishi hand held testerThe battery test results showed the battery as being fully charged with the proper voltage and amperage output per Mitsubishi specifications and then performed a charging system check (alternator) and that test results showed that the charging system was 100% in working orderThe technician explained to *** that the battery had probably been charged while driving to the dealershipThe service advisor then asked again if *** and her passengers would like to get out of the vehicle the technician could spend some more time with the vehicle*** refused and said she would just go homeThe service advisor told *** if the service engine light comes back on especially on the drive home to turn around and bring the vehicle back to the dealership and we would get it right into the shop.On 6/18/at approximately 9:AM *** called our service advisor and stated that the service engine light was present again and that the vehicle would not start nowThe service advisor asked *** if any of the interior light would come on at all and *** said noAt this point the service advisor states that *** tone and language was abusive, aggressive, demanding and loudService advisor asked *** if she had anyone who could jump start the vehicle and *** said noService advisor then recommended that *** call the Roadside Assistance that is provided by Mitsubishi*** refused this service and stated that “we need to send a technician to her house in *** *** to fix her car and bring her a vehicle to drive while her car is being fixed “Service advisor stated that we could not offer a technician but again offered the Roadside Assistance phone number*** refused the Roadside Assistance number and stated that we had “Done this before for her “Service advisor checked the service history for *** and her husband and there had been no service history meaning no technician has ever done thisUpon research we found that the Salesman that sold *** husband the vehicle delivered the vehicle to them at their homeAgain the service advisor offered *** the roadside assistance phone number and *** again refused and asked to speak with the dealerships General ManagerThe service advisor stated to *** that the General Manager was not present in the dealership at the time*** had hung up the phone and then called and spoke with the salesman that had sold the vehicle to her husband wanting the same scenario of a technician driving to *** home to fix the vehicleThe salesman had convinced *** to call the roadside assistance numberThe salesman related this information to the service manager and stated that the vehicle was being towed in to the dealershipThe service manager called *** to verify that she called the roadside assistance number not just any tow company as the roadside assistance is covered under the Mitsubishi warranty*** stated that she did and was waiting for “her tow company “At this time *** tone and language was getting worse*** stated to the service manager that when her vehicle arrives at the dealership that “she better not wait minutes to get the vehicle into the shop” and that she “wants a rental car for a few days “while we fix the vehicle*** then stated “I am not a racist but that black guy said my battery was bad the last time I was there “The service manager told *** that we would get the vehicle in right away when it gets to the dealershipThe service manager then contacted the Mitsubishi service repand explained the scenario to him and inquired about a rental carThe Mitsubishi repstated that Mitsubishi warranty would only pay for a rental car if the vehicle was out of service for a number of days but would not provide a rental car if the problem was fixed and no other problems existsAt around 1:PM the vehicle arrived on a tow truck with ***The tow truck driver stated to the service advisor “you owe me one this lady is abusive “We got the vehicle into the shop right away and checked the battery voltage and amperage with the Mitsubishi hand held testerIn the meantime *** was demanding to the service advisor and service manager that she get a rental car for a few days at no costThe service manager stated that Mitsubishi would not pay for a rental car unless the vehicle is out of service for several days and that if no problem exists that the customer would be responsible for the rental charges*** stated to the service manager she would not pay for anything and “will” be provided a rental carThe service manager stated that if the vehicle is fixed and not out of service we could not provide the rental car even at our cost*** stated “that sounds like a personal problem “Meanwhile the hand held battery test showed extreme low voltage (complete discharge)We replaced the battery in the vehicle with a brand new oneWe performed a complete charging system test and another battery test after the new battery was installed and every test was good and to manufacture specificationsIn the meantime in the service lobby *** continued to demand a rental car be provided a rental car and stated to the service advisor that “we did not care and I have a small child and will be stranded on the side of the road”The service advisor stated to *** she would not be stranded on the side of the road with the Mitsubishi roadside assistance*** stated that she would be stranded and that the service advisor did not know *** *** and how long it takes for a tow truck to get anywhereThe service advisor stated to *** that he did know *** as he visits the area with his wife as they go to the V.Ahospital*** then stated to the service advisor “oh you are one of them “Then the service advisor asked what that meant and *** stated “an *** *** brat “and then continued to state that “*** residents don’t like your type “ By this time *** tone and language continued to escalate to a point that all of the office staff in the front of the dealership was hearing every word that *** spokeAt this time the General Manager came into the service lobby and at this time the technician handed the service advisor the printed results of the new battery test and vehicle charging system test resultsThe service advisor attempted to show and go over the test results with *** and *** stated “get that st out of my face I don’t care about that”At this time the General Manager intervened and told *** he did not appreciate how she was talking to and treating his staff and if she did not settle down she would have to leave or be removed*** stated “who are you? “ He stated that he is the General Manager and *** stated “ I don’t give a st who you are no one asked you to come back here call the cops then “The general manager asked *** to leave the dealership*** left the service lobby to the outsideThe service manager then pulled the vehicle out of the shop*** was on her phone at this time, and the service manager attempted to give *** the keys to the vehicle and she refused to take them stating that “you guys will keep my vehicle or refund my $ I paid for the warranty”The service manager stated that at this time the vehicle is running and is testing to manufacture specifications*** demanded to know why the battery had dischargedThe service manager stated that the technician had gone over the possibilities with her and the service advisor tried to go over vehicle test results with her but she refused to allow thisThe service manager then attempted to hand *** the vehicle keys again and she refused to take themThe service manager then stated on more time that she could take the keys or he would leave them in the vehicle*** stated “don’t you leave them in the car “*** then got into the vehicle and left the dealership. *** was told SHE was no longer allowed at the dealershipWe never have said we would not service the vehicleThe tone and vulgar language used by *** at the dealership, on the phone and towards the dealership staff was and is unacceptable.Toby K*** Service Manager Fort Collins Mitsubishi

Please see attached documents.   To whom it may concern,  July 20, 2015; Customer [redacted] scheduled an appointment in our service department to complete an open safety recall on his 2006 [redacted]. The recall to be performed is a passenger side air bag...

replacement. Mr. [redacted] dropped off his vehicle the night before (7/19/15) and was greeted by the service manager to write the vehicle up. Mr. [redacted] was taking photos and video of his vehicle at that time that included the odometer. Mr. [redacted] stated to the service manager that he “did not want anybody driving his vehicle for any reason” except from the back parking lot into the service shop. Mr. [redacted] stated that he had numerous bad experiences with other dealerships and was concerned about how his vehicle would be treated.  The service manager insured Mr. [redacted] no one would be driving his vehicle except in and out of the shop to complete the work needed. The service manager then took pictures of the vehicle himself, to note the body damage and odometer reading on the vehicle.  On July 20th 2015 the air bag recall was performed and Mr. [redacted] picked up his vehicle that evening. Approxemently 3 to 4 days later the service manager received a phone call from Mr. [redacted] stating that he had some issues with the work that had been completed. Mr. [redacted] stated  there were two bolts laying on his seat that were not there before, there was a light bulb out in his gauge cluster, the heater/ac control unit was not working, and there was a rattle that seemed to be coming from the passenger side of the dash. The service manager scheduled Mr. [redacted] in for service to correct the issues the next week. Mr. [redacted] called the day before the service appointment and canceled the appointment. The service department asked to reschedule the appointment at that time and Mr. [redacted] stated that he would have to call back to reschedule when he had time.  Around the first of September 2015, Mr. [redacted] called the service department to schedule his car to resolve the issues stated above.  The vehicle arrived on September 10th 2015. Upon arrival Mr. [redacted] had posted sticky notes all over the interior dash stating the issues. Once again Mr. [redacted] stated he did not want anyone driving the vehicle. At this time Mr. [redacted] had never stated to anyone about any scratches or gouges in the dash. The service technician completely removed the dash from Mr. [redacted]’s vehicle and found that the heater/ac control unit was not reconnected upon reinstalling the dash from performing the air bag recall. The technician also found the two bolts that were laying on the seat were not installed in their proper places on the dash. The technician found that three bulbs in the gauge cluster were burnt out, but could not find anything loose on the passenger side of the dash, either at or around the air bag. The technician installed foam padding throughout the dash to insure no vibration would come from the dash even though there was no sign of anything loose. The technician reinstalled the heater/ac control unit connections and installed the two bolts to their proper placing. The three gauge bulbs that were blown out had nothing to do with the recall or could have been damaged from any work performed. The technician still replaced not only the three blown out bulbs but all five in the gauge cluster free of charge (no parts charge or labor charge). The technician spent 6 hours of unpaid time on Mr. [redacted]’s vehicle to remedy the issues.  Some of the complaints Mr. [redacted] had were accurate, but were corrected.  The technician also spent a large part of his day unpaid to correct issues that were either unfounded or unrelated to the recall. Mr. [redacted] was called and informed of the findings and repairs to his vehicle, and that it was ready to be picked up. Mr. [redacted] picked his vehicle up the next day after the service department had closed. A few days later Mr. [redacted] contacted the service department and stated that the rattle in the dash was still present. The service advisor told Mr. [redacted] that we had already put a lot of time into this issue and if he would like to set up an appointment for a technician to further diagnose where the rattle was coming from that he could do so, but would need to pay for the time spent.  The service advisor also told Mr. [redacted] that with the damage to the vehicle ($2247.00 body repair shop estimate found in his vehicle) and that the vehicle had 7 previous owners (the [redacted]s are typically heavily modified to some point) that we are sure that the mystery rattle is not from any repair performed. Mr. [redacted] declined to schedule an appointment. A few days later the service manager received a phone call from [redacted] Motors of North America about a complaint from Mr. [redacted]. The service manager explained everything that had been said and done for Mr. [redacted].  The service manager agreed with the [redacted] rep. to have Mr. [redacted] stop into the dealership one more time and have a technician ride with Mr. [redacted] to hear the rattle free of charge but if further diagnoses or repair was needed it would be at Mr. [redacted]’s cost. The [redacted] rep. stated that he would relay this information to Mr. [redacted]. The dealership has not heard from Mr. [redacted] since. On September 15th 2015, Mr. [redacted] wrote a very derogatory review on the Fort Collins [redacted] Facebook page regarding the above issue. On October 13th 2015 at 9:43 AM Mr. [redacted] wrote a reply to his first post on the Facebook page about the dealership not replying to him. On 10/13/15 at 9:53 AM another negative Facebook review was posted by a [redacted]. Upon reviewing [redacted]’s Facebook page it was found that the page was created on 10/13/15 at 9:43 AM. It is our assumption that this Facebook page was a fake created by Mr. [redacted] to write another bad review. Mr. [redacted] has also in turn filed a Revdex.com complaint stating that he has been denied to speak to the General Manager of the dealership, when he has never asked any employee at the dealership to do so. The General Manager of the dealership has stated he would have no issue speaking to Mr. [redacted] if requested to do so.   At the Fort Collins [redacted] service department we take pride in the work we perform for all our customers. As the service manager I expect all customers to be satisfied with the work that is performed and requested by the customer. In some rare occasions the work performed needs to be readdressed and we will always fix any issue that was caused by the work we performed. In the case of Mr. [redacted], we fixed the issues that were caused by the work we performed and even went above and beyond, replacing parts and installing foam padding in the dash free of charge to insure that the customers concerns from the work performed were addressed.  Mr. [redacted] has been given the opportunity to bring his vehicle in to verify the rattle and for further diagnoses but has refused to do so.We have still, to this date, never driven or ridden in the car. Toby K[redacted], Service Manager at Fort Collins Mitsubishi toby_k[redacted]@fcmitsubishi.com [redacted]We feel this gentleman is building a false case to get work done to his vehicle at a speed shop, or other maintenance facility. We have done more than was called for, but cannot overcome an abused car with existing damage. This is NOT a nice vehicle, and is not in good shape. Steven L PardueGeneral Manager970-286-2200

We at Fort Collins [redacted] do not agree with Mr. [redacted]'s comments and requests that he has stated. We  feel that we have exhausted all options for this customer other than what we have already done or offered to this customer.    Toby K[redacted]  Service Manager at Fort Collins Mitsubishi