Jacob Schoen and Son Funeral Directors

Mitsubishi Motors North America, Inc. (“MMNA”) acknowledges Mr. [redacted]’s complaint regarding his 2015 Mitsubishi Lancer Evolution.  We regret to learn of the circumstances that led to his complaint and have opened a case ([redacted]) for review and documentation.
Upon review of...

all pertinent information with the local Mitsubishi dealer (Glendale Mitsubishi) and our District Parts and Service Manager, warranty repair coverage to the vehicle’s clutch cannot be administered at this time due to the consumer's refusal to allow the dealer to perform a proper tear down inspection of the vehicle transmission, clutch assembly. Based on the preliminary (visual) inspection performed by the dealer service technician, the current vehicle shift failure is pointing towards possible normal wear and not a manufacturing defect on any clutch or transmission parts.  The limited warranty on any Mitsubishi vehicle will only cover a repair as a result of a defective part(s) and has no provision for any worn out component. If the consumer would like to authorize a full teardown inspection, request for warranty repair coverage can be reviewed at that time and as previously stated will cover any confirmed defective parts only. Unless this consumer is willing to follow this process, the dealer and MMNA cannot extended any warranty repair coverage for this complaint at this time.  As of this time, the consumer has elected to decline any tear down inspection and advised our office that he would have repairs performed at a non Mitsubishi dealer repair facility.
We apologize that a more favorable response is not possible to this consumer vehicle clutch concern at this time and thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate your response to my complaint, however, you state in your response that my vehicle has exceeded the limit for the basic warranty and so you cannot honor my reimbursement but this was not a basic wear and tear issue. It was a repair that was brought on by your defective part. I have owned six cars and I have never had to replace the blower for the wiper. I have attached the recall letter that was sent and underlined the area where you state that the ETACS ECU can potentially cause loss of the blower performance. It does not state that this will occur within the first 2, 3 or 4 years of the life of the vehicle. As a matter of fact since I have a 2010 vehicle, if the time frame for which the part would naturally wear out as opposed to be accelerated by the defective part was an issue, why send me the letter to have it replaced 5 years after I have had the car. It would seem to me that you would have stated that if there has been no problem with the related items then there would be no need to change the part as it would have proven to be alright. Especially since you are stating that since the part has been replaced there has been no incident. Remember your words of accelerate the wear not immediate malfunction.I find it appalling that rather than take responsibility for this issue that you would rather use unscrupulous reasons to make sure that you are not held responsible. This is my third Mitsubishi vehicle and I have owned six cars in my lifetime, but this will be my last Mitsubishi vehicle. I have owned a Ford, a Mazda and a Toyota. I had in the past referred your company to many of my friends and two purchased cars from Mitsubishi. I no longer will refer any of my family members or friends to Mitsubishi. Although I am sure that my one opinion does not matter to your business At least I will be saving them from suffering the same fate with your company.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Mitsubishi Motors North America, Inc. (“MMNA”) acknowledges Mr. [redacted]’s dissatisfaction to our response regarding his 2015 Mitsubishi Lancer Evolution complaint. We regret that Mr. [redacted] does not agree/dissatisfied with our response, but the facts of this case do not allow us to render any other decision.
As previously stated, our office has fully reviewed all the pertinent information regarding Mr. [redacted]’s complaint. Although we understand why Mr. [redacted] feels our response does not meet his expectations, the fact remains that unless a local Mitsubishi dealer can perform a tear down diagnosis to the vehicle transmission shift concern, we cannot provide a commitment in covering any repair(s) under the limited vehicle warranty in advance since a determination of the cause of the vehicle concern is necessary. As a reminder, the limited vehicle warranty only cover repair(s) as a result of a defective part. Without a tear down diagnosis, it would be impossible to confirm the root cause of failure on this vehicle component.    
Again, we apologize that a more favorable response is not available to this consumer rebuttal/complaint and appreciate the opportunity to provide a final response to this matter.

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Ms. [redacted]’s complaint regarding the brake (wear) concern on her 2015 Mitsubishi Mirage. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation and review (SR#...

1-[redacted]). Along with our District Parts and Service Manager, this complaint has been reviewed with the service department of Lancaster Mitsubishi that was utilized by this consumer for 2 service visits. This local dealer informed the consumer on both visits of the need for brake service due to normal wear and tear; the consumer declined this recommendation during both visits. The local dealer also advised no defect was confirmed to exist with the brakes of this consumer vehicle during these two visits. As such, we are unable to extend the resolution this consumer is seeking. MMNA will continue to honor the terms and conditions of the limited vehicle warranty for any confirmed defects only by any authorized Mitsubishi dealer in the United States. We apologize that we are not able to extend the resolution this consumer is seeking and appreciate the opportunity to document, review and respond to this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mitsubishi Motors North America, Inc. (“MMNA”) acknowledges Mr. [redacted]’s dissatisfaction to our initial response regarding his 2012 Mitsubishi Outlander complaint. We regret that Mr. [redacted] does not agree/dissatisfied with our response, but facts relating to this complaint do not allow us to render any other position on this matter.
As previously stated, the local Mitsubishi dealer ([redacted]) did not confirm any uncharacteristic noise on this consumer vehicle. Today, our local District Parts and Service Manager (per customer request) performed a physical inspection of the vehicle and did not confirm any uncharacteristic noise associated with the normal operation of this consumer vehicle. The local District Manager also spoke to Mr. [redacted] today to provide him of his findings and offered to re-inspect his vehicle during his normally scheduled monthly dealer visit if any unusual noises do occur on the vehicle in the future. As such we respectfully reiterate our position of honoring the terms and conditions of the limited vehicle warranty for any dealer verified defects only.
We apologize that a more favorable response is not available to Mr. [redacted]’s rebuttal/complaint and appreciate the opportunity to provide a final response to this matter.

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. [redacted] complaint regarding his 2015 Mitsubishi Lancer Evolution. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation and review (1-[redacted]).
Along...

with our District Parts and Service Manager, Mr. [redacted] vehicle complaint has been reviewed with the service department of Little Joe’s Mitsubishi. At this time, MMNA has authorized the needed paint repair on this consumer vehicle as well as extending a reimbursement for a one month car payment. Our office has left a phone voice mail message to the customer today to inform of this resolution/information.
We apologize for any inconvenience the consumer experienced related to the stated vehicle paint concern. We appreciate the opportunity to document, review and respond to this consumer complaint.

Thank you for providing Mitsubishi Motors North America, Inc. (“MMNA”) the opportunity to review and address our customer’s concerns regarding her vehicle. This letter serves as confirmation that MMNA is in receipt of your subsequent correspondence dated September 27, 2017. A thorough review of our...

records indicate that we were not in receipt of the first notification of this customer's concern, and were not aware of this complaint until the correspondence we received.We have spoken with the consumer on this date (October 6, 2017) and were able to provide her with the information that she was seeking to satisfy and resolver her concerns.  No further issues are outstanding, and this has been fully resolved at this time to the consumer's satisfaction. We apologize for the misunderstanding and the inconvenience the consumer experienced as a result of this issue.  We strive to ensure that we provide quality service, and are thankful that the consumer brought her concerns to our attention so that we could address her needs.

Mitsubishi Motors North America Inc. ("MMNA") acknowledge Ms. [redacted]’s complaint regarding her 2007 Mitsubishi Outlander. We have opened a case file for review and documentation [redacted] of Ms. [redacted]’s complaint.
Our customer relations department is currently in the process of...

reviewing Ms. [redacted]’s complaint and reimbursement request as there are information related to the repair that is not clear as to what actual repair(s) was performed by a non-Mitsubishi dealer repair facility. We will provide a final response/resolution to the complaint within the next 10 business days.
We appreciate the opportunity to document, review and provide an initial response to this consumer complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As a result of the "gravely poor" customer service and customer experience provided by Mitsubishi of North America and its complete inability to provide any technical explanation to neither my technical inquiry (the dealer was not able to produce any technical and plausible explanation to the same inquiry, differently from what was deceively reported by Mitsubishi of North America) nor to my customer service complaint about the unacceptable behavior of [redacted], customer service rep at Mitsubishi of North America, I proceeded to trading in my 2015 Mitsubishi Evo and purchase a vehicle with another manufacturer.I want to make crystal clear that Mitsubishi of North America has completely failed its mission towards customer satisfaction based on my experience in this matter, and that I would discourage anyone to acquire any of your vehicles.
Regards,
[redacted]

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. [redacted]’s complaint regarding his 2007 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# [redacted]).
 
We have carefully...

reviewed the information provided by Mr. Allen and have taken into full consideration the circumstances presented in this consumer complaint. Our records indicate the we had sent out the proper notification to this consumer address provided by the PA state motor vehicle department to advise of a warranty extension on the front coil springs of his 2007 Mitsubishi Outlander in March 2014. We did not receive any returned mail from this consumer local post office (that services [redacted]) and confidently assume that this notification was delivered as requested.
 
In the interest of customer satisfaction, MMNA will provide a one - time only reimbursement for the front coil spring repair (performed on 7/9/2015 for part (coil spring) and labor (to install part), enviro fee plus applicable taxes on these items only) and the tow expense only. We request that your office advise this consumer that this is a one-time only exception and any future warranty related repairs must be performed at a Mitsubishi dealer as no future reimbursements will be extended for warranty related repairs performed at a non- Mitsubishi dealer. Warranty repairs are only valid/available at any MMNA dealer in the United States. This information is also stated in the vehicle Owners Warranty and Maintenance Manual for the consumer’s reference.  
 
We appreciate the opportunity to document, review and respond to this consumer complaint. If you or the consumer has any additional questions or concerns regarding this information, please feel free to call us at [redacted], 10am to 7pm EST, Monday through Friday.

Mitsubishi Motors North America, Inc. (“MMNA”) acknowledges Mr. [redacted]’s dissatisfaction to our response regarding his 2015 Mitsubishi Outlander Sport complaint. We regret that Mr. [redacted] does not agree/dissatisfied with our response and would like to provide the following information as a Final response to this consumer complaint.
In the interest of customer satisfaction, MMNA will extend a warranty repair coverage policy adjustment to provide alternate transportation to this consumer during the completion of the needed consumer vehicle repair(s). This policy adjustment will also allow the local dealer service personnel and our local District Parts and Service Manager to perform an extensive road test of the vehicle after repair(s). Our local District Pars and Service Manager will be discussing the alternate transportation arrangement(s) directly with this consumer and the local Mitsubishi dealer performing the pending repair(s). MMNA believes that once the pending repair(s) is completed, the vehicle noise concern will be resolved. As previously stated, MMNA will continue to honor the terms and conditions of the limited vehicle warranty for any Mitsubishi dealer confirmed manufacturing defects only.
We appreciate the opportunity to provide a final response to this consumer complaint. Please feel free to contact us for any additional questions or concerns regarding this consumer complaint.

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. [redacted]’s complaint regardingthe service fee paid to the local Mitsubishi dealer (Continental Mitsubishi) in diagnosing/servicing his 2013 Mitsubishi Outlander Sport Key Transmitter. We appreciate the opportunity to review and...

respond to this consumer's complaint and have opened a case for documentation        (SR# 1-[redacted]).
We have carefully reviewed the information provided by the consumer and have taken into full consideration the circumstances presented in this consumer complaint. We also reached out and spoke to the consumer today to discuss this information provided and to ensure that the consumer fully understands that every authorized Mitsubishi dealer in MMNA’s dealer network require a diagnosis/inspection fee before any diagnosis/inspection is performed on his vehicle. Unless the individual dealer informs the consumer of any waiver of any fees (which is solely at the discretion of the dealer if they so choose to do) before or at the time of vehicle delivery to a dealer for any vehicle concerns the consumer presently has, a diagnosis/inspection fee is assessed to every dealer service department customer visit.
As there is always the possibility of a miscommunication on the dealer service department personnel with this consumer at the time of the dealer visit regarding the vehicle key transmitter concern, we are now confident that after our review of the information as to why a dealer requires a charge of this fee, we have clarified with the consumer any misunderstanding that may have existed and should not occur again for any future dealer service department visits by this consumer. Our local District Parts and Service Manager has also discussed with the service department management of the local dealer the circumstances of this complaint to ensure that every service department customer is clearly, fully informed of the requirements surrounding inspection/diagnosis fees.
After further discussion with the local Mitsubishi dealer involved in this complaint, in the interest of customer satisfaction, they will extend a one-time only reimbursement for the $110 inspection/key transmitter reprogram repair fee. We request that your office advise this consumer that this is a one-time only exception and any future dealer fee is required by any Mitsubishi dealer during any diagnosis/inspection visits for any/all vehicle concerns this consumer may have. The local dealer will be processing and handling the delivery of the reimbursement check directly to the consumer address they have on file and should be completed within the next 60 days.
We appreciate the opportunity to document, review and respond to this consumer complaint.

Mitsubishi Motors North America Inc. ("MMNA") acknowledges [redacted]’s complaint regarding the rear cross member of her 2004 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# [redacted]).
We...

have carefully reviewed the information provided by this consumer and have taken into full consideration the circumstances presented.  We regret to inform that the vehicle has exceeded the limits of the Basic Warranty and as such we cannot honor the request for out of warranty repair assistance for the rear cross member of the consumer vehicle.  The rear cross member of the vehicle was covered under this warranty for a period of 5 years or 60,000 miles whichever occur first from the original retail date of the vehicle.  A complete explanation of terms of the warranty is included with the Owner’s Warranty and Maintenance Manual. 
We are sorry that a more favorable response is not possible and thank you for the opportunity to document, review and respond to this consumer complaint.

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. [redacted] complaint regarding his 2015 Mitsubishi Outlander Sport. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# 1-[redacted]).
Along...

with the District Parts and Service Manager assigned to the local Mitsubishi dealer (Big Two Mitsubishi), our office has reviewed this consumer complaint. At this time, the consumer has agreed to return the vehicle to the local Mitsubishi dealer for a re-inspection of the alleged outstanding/improperly repaired vehicle paint concern. Our District Parts and Service Manager will facilitate the necessary repair the vehicle may need based on this inspection. Mitsubishi Motors North America will continue to honor the terms and conditions of the limited vehicle warranty for any confirmed defects on the vehicle. The vehicle re-inspection is scheduled for May 19,2017.
We appreciate the opportunity to document, review and respond to this consumer complaint.     Tell us why here...

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. [redacted]’s complaint regarding the transmission of his 1991 Mitsubishi 3000GT. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR#...

[redacted]).
 
MMNA has contacted and reviewed Mr. [redacted]’s vehicle transmission concern and advised him of our position of not being able to extend any assistance on the transmission concern of his vehicle via an e-mail sent to this consumer. We explained to Mr. [redacted] that since the vehicle is beyond the terms of the limited powertrain warranty and the recent transmission repair was performed by an independent repair facility (All Trans), the consumer will need to continue to address any ongoing transmission concern with the independent repair facility.
 
We appreciate the opportunity to document, review, respond to this consumer complaint and apologize a more favorable response is not available for this consumer’s vehicle transmission complaint. Tell us why here...

RE: [redacted] M. [redacted] - Complaint ID: [redacted] – 2007 Outlander [redacted]  Dear Ms. [redacted] We are sending you this update regarding the above mentioned consumer complaint ID. We have also made the consumer aware of this update during a direct phone contact today. We advised the consumer that due to the inability of the independent repair facility ([redacted]) that performed a repair to the consumer vehicle on 3/18/2016 to provide verifiable information (part number) regarding the part they repaired/replaced, we are unable to continue our review process of possibly reimbursing the consumer for this repair. As your office is aware, the consumer filed a complaint claiming that this repair was directly related to a upcoming recall on the front cross member of the consumer vehicle. However, the receipt provided by the consumer indicated that the repair was for a “broken control arm” which is not a recalled part on this vehicle. Our office has made a direct request from the management of the independent repair facility 3 times to provide documentation (invoice for the part purchase) for the part they utilized on this repair, but has not been successful in receiving the requested information for the past 15 days. Based on this information, we have requested the consumer to obtain the information directly from the independent repair facility and forward the information to us so that we can continue with our review process. Until we are able to verify the actual part used for the repair, we are unable to review/provide the requested settlement on this complaint by the consumer. The reimbursement review/consideration is not valid for any part of the vehicle other than for the upcoming recall for the front cross member (unless a direct cause and effect relation can be confirmed).   We appreciate your time and understanding on this matter.  We will provide your office with any new updates as it becomes available. If you have any further concerns or questions about this update, please feel free to contact us. Sincerely, [redacted]Case ManagerCustomer Relations DepartmentMitsubishi Motors North America(714)372-5629

Thank you for providing Mitsubishi Motors North America, Inc. (“MMNA”) the opportunity to review and address our customer’s concerns regarding her vehicle. This letter serves as confirmation that MMNA is in receipt of your subsequent correspondence dated September 27, 2017. A thorough review of our records indicate that we were not in receipt of the first notification of this customer's concern, and were not aware of this complaint until the correspondence we received.We have spoken with the consumer on this date (October 6, 2017) and were able to provide her with the information that she was seeking to satisfy and resolver her concerns.  No further issues are outstanding, and this has been fully resolved at this time to the consumer's satisfaction. We apologize for the misunderstanding and the inconvenience the consumer experienced as a result of this issue.  We strive to ensure that we provide quality service, and are thankful that the consumer brought her concerns to our attention so that we could address her needs.

Mitsubishi Motors North America, Inc. ("MMNA") acknowledges the consumer's complaint and concerns and can appreciate the frustration the consumer has experienced with this issue.  It is never our intention to have anyone less than satisfied with any interaction with Mitsubishi Motors or a Mitsubishi dealership.  We strive to ensure that we offer the best service to our customers, who we value for their selection of our vehicles and loyalty to the Mitsubishi brand.  The customer's vehicle is well beyond the terms of the manufacturer's new vehicle limited warranty for the concerned part, so MMNA as the distributor and facilitator of vehicle warranty repairs is unable to offer any further assistance.  This was outlined in a telephone call with the consumer and in our posted response to the Revdex.com.  That is why we recommended that the consumer contact the dealership directly to review if any assistance could be offered from them.  Mitsubishi dealership are independent businesses offering and performing service for consumers on their own accord.  We apologize, as unfortunately, there was apparently some confusion on the manner in which this situation would be reviewed by the dealership.  To further assist the consumer, MMNA was in direct contact with the dealership in question and the dealership was unable to support any further assistance with this issue.  We spoke with the consumer and advised of this final response on March 23, 2017.
Unfortunately, MMNA is not able to offer any further assistance on this issue at this time. If the consumer would like to discuss this any further, we invite the consumer to contact Mitsubishi Motors North America, Inc. Customer Relations at [redacted], Monday-Friday, 7AM-4PM.