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Mitsubishi Motors North America

3401 Mallory Ln STE 100, Franklin, Tennessee, United States, 37067-8369

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Reviews Auto Manufacturers, Parking Facilities, Auto Manufacturer Equipment Mitsubishi Motors North America

Mitsubishi Motors North America Reviews (%countItem)

I feel that the resolution to the manufacturing defect is not acceptable.
Good Afternoon (Regional Mitsubishi Manager: *** / Case #: X-XXXXXXXXX),

In reference to 2019 Mitsubishi Outlander Sport GT White(purchased in Feb. 2020)

I reached out in reference to a recent issue with my new vehicle. My wife and I have purchased 2 vehicles in the last 6 months from Mitsubishi and we love our vehicles.

The 2019 Mitsubishi Outlander Sport GT (White) has a cut on the front of the vehicle on the "closure tooling location block" (part of the hood). I reached out to the dealership and they in turn referred my to get an estimate from a local collision repair facility (telling me the repair would be fully covered). The collision shop recommended a complete hood replacement, knowing that this could be a re-occuring issue. They also stated that this looked like there may have been a post production repair performed. They sent over the estimate to the dealership (*** in MI). The dealership (***/*** are service managers) then communicated with Mitsubishi corporate and they only approved a repair while acknowledging there is an issue.

I have spent 54+k in the last 6 months with Mitsubishi and overall have had a great experience. However, I find it unreasonable to for example purchase a couch and realize there is a tear in the cushion, and be told by the manufacturer that they will sew it instead of replace the cushion.

I had the regional corporate manager (***) call me today, and she ACTUALLY TOLD ME: "I worked on the final line at an automotive plant, and I would have never bought this car because I would have noticed this upon inspection at the dealership". This is not acceptable, especially after *** stated that they recommend a replacement because of where the problem is located and the fact they thought it would re-occur.

I am looking to see if Mitsubishi can uphold their service and do what is proper and have a new hood sent to the collision shop, have them paint it (as stated in the estimate), and perform a full replacement.

Thank you in advance for the help and please stay safe.

***
XXX-XXX-XXXX

Desired Outcome

Replacement of front hood on my vehicle.

Mitsubishi Motors North America Response • Jun 26, 2020

Mitsubishi Motors is proud of the quality and of the workmanship that is built into every Vehicle. We are equally proud of our corporate commitment to promote the highest possible degree of customer satisfaction with our products and services. Today's automobiles are extremely complex and are comprised of an enormous number of individual parts. Occasionally, a problem with one of these parts can occur.

In this case, he found that there is a cut or slit in the paint on a small area on the hood. The customer brought the vehicle to a Mitsubishi dealership where he was advised to get an estimate of the repair for warranty to review. The customer took the vehicle to *** & *** and received an estimate which reflects a hood replacement and not an estimate for the paint to be repaired. After careful review of both the *** & *** Preliminary Estimate as well as photos of the concern, Mitsubishi Motors has found that the concern is related to a defect in the paint and not a defect in the hood and has offered to only repair the paint defect per the terms of Mitsubishi's manufacturer's warranty.

The customer is unsatisfied with Mitsubishi Motor's position and is continuing to request the hood to be replaced, as he is concerned that there will be further concerns with the paint. Mitsubishi Motor believes that once the repair has been completed, then the customer will not see the concern return.

I had a part replaced at mitsubishi dealership .they told me it was under warranty as well as had a labor warranty. 8 months later when I go for inspection I find out it needs replaced again.I called 2 dealerships hours away from me,both were closed.I left messages,no return calls.my inspection was running out and since the dealership was closed I felt I had no options.I could not have my car towed to the dealer and let it sit there.its been closed about 2 months now.I have to get to work! I was told by a dealership that was open and in the process of buying the dealership I usually go to that in this situation if its been replaced already and has a labor and part warranty and they were closed with no time frame of when it would be open that they would simple refund someone who had to go somewhere to get the part replaced again.so that's what I did .I kept all receipts and the original part .I contacted mitsubishi refund department and was told to send pics/scans of all receipts and the part which I did so .a month later I am told that I should of had the car towed to the dealership and since I did not they will not refund me .I told them I understand its a complicated time but I knew that they were going to be closed for awhile I can not let my car sit in a parking lot for over two months .I need to get to work.they would not be understanding what so ever and I do not feel like mitsubishi has stuck by their customer.I feel as if they are going on the usual rules for a unusual situation.it is unrealistic for me to leave my car at a closed dealership for over two months and consider inf I called other dealerships hours away from me shows I put in effort but considering the situation I had no other options .I am asking that they hold true to their part and labor warranty they told me about.I am very disappointed in how mitsubishi decided to handle this .
Product_Or_Service: Previous repair warranty

Desired Outcome

Other (requires explanation) To refund me. Roughly 300.00 (they have the receipts and I still habe the original part if they would like to see for themselves that the part was bad .confirmed and replaced by ***)

Mitsubishi Motors North America Response • May 26, 2020

Mitsubishi Motors ***, Inc. (***) would like to thank the consumer for bringing this matter to our attention. *** would like to apologize for any misunderstanding regarding possible reimbursement for the part previously purchased at a Mitsubishi dealership. Parts carry a warranty of 12 months or 12,000 miles, whichever comes first for defects. We are currently working with the consumer to facilitate a review of the request, required documentation, and a complete and correct resolution.

Customer Response • May 26, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that mitsubishi is atleast looking into it instead of telling me they cant help me because I did not get my car towed to a closed dealership during a pandemic where it was closed for atleast a month and a half.. How could I of got to work?I had no options at that point and they original reaponse I felt was not considerate of the situation but now I feel they understand the difficulties involved for me as well and for that I am thankful.even if no refund is given I atleast feel like they are willing to listen to me now.that goes a long way .

Mitsubishi Motors of North America refuses to honor the 10 year/100,000 mile powertrain warranty on my vehicle. The warranty should have started on this vehicle at 34,421, which was the "original retail delivery" mileage, instead of the previous mileage which was put on the vehicle by a commercial usage of this vehicle. When the CVT transmission in this vehicle started slipping, I took it to the Mitsubishi dealership I bought it from and was told that the transmission was going out. I did some online research to find out about the Powertrain warranty and discovered:on pages 2, 7, and 13 of the 2016 Outlander WARRANTY & MAINTENANCE MANUAL on Mitsubishi's website about component warranties. Page 2: "WARRANTY START DATE," "This warranty starts on the date of the "original retail delivery" or original use, whichever occurs first." I am the owner of the "original retail delivery" of this vehicle, not ***, who used this vehicle for commercial rental purposes. Page 7: "NEW VEHICLE LIMITED WARRANTY," "Note-10/100 Powertrain Coverage-Applies only to the original owners of new, non-turbocharged retailed vehicle." Page 13: "10-YEAR/100,000-MILE POWERTRAIN COVERAGE." "For original owners of retailed Vehicle only, this 10-year/100,000-mile Powertrain Limited Warranty will cover the listed powertrain components up to 10 years from the original in-service date or date of first use, or 100,000 miles, whichever occurs first." "The original owner" is defined as the first retail purchaser of the vehicle who took deliver of the eligible vehicle on its original in-service date." This 10-year/100,000-mile Powertrain Limited Warranty applies only to "original owners of vehicle retailed" and registered in the United States or District Of Columbia and excludes vehicle placed in commercial use (e.g. taxi, route delivery, rental, livery service, etc.).
Product_Or_Service: Retail Automotive Purchase

Desired Outcome

Other (requires explanation) For Mitsubishi to be responsible for the Powertrain Limited Warranty on my vehicle starting at 34,421, which is the mileage when I took "retail delivery" of this vehicle.

Customer Response • Mar 04, 2020

Attached are documents from the Mitsubishi Powertrain warranty. The service department at *** Mitsubishi, Alexandria, LA wants me to pay the $9,400 to replace the transmission. The powertrain warranty states the responsibility falls on Mitsubishi to replace the warranty. The Louisiana Revdex.com has been sent a complaint about *** Mitsubishi. I sent to you the complaint against Mitsubishi Motors North America because their United States office is in Cypress, CA.

3/5/2020

When *** had issues, complaints, and recalls of this same exact transmission, *** complied with the NHTSA and extended the warranty on their vehicles that had CVT transmissions and CVT transmissions that were flashed. Mitsubishi, ***, and *** have a large number of complaints on the NHTSA and other consumer product complaint websites stating the same exact issue with the CVT transmission failures.

Is Mitsubishi going to wait until some one gets seriously injured or killted when this transmission fails? It will cost them less if they replace the transmission with an extended warranty than it will if injury or death occurs.

All of the transmission shops I have talked with have stated, "When the CVT transmission fails, the vehicle will come to a dead stop, subsequently placing the vehicle and its occupants in a dangerous rear end collision.

The dealership that I bought the vehicle from did not advise me at every 30,000 miles to have the transmission fluid and screen changed. This is poor quality of customer service for such a component that plays an extremely vital role in the operation and safety of the vehicle. Due to this negligance, *** Automotive of Alexandria, LA will be included as a defendant because of their lack of supporting the maintenance of this transmission. Likewise, Mitsubishi failed to mandate the dealership to make the 30,000 maintanence of the transmission.

Mitsubishi Motors North America Response • Mar 23, 2020

We are sorry for the late reply, however, we have had to shift locations of workers during the threat of the COVID-19 virus. In respone to the customer's rebuttal, unfortunately, we are not able to extend any further warranty to the consumer at this time. However, if and when concerns develop with the transmission, we are happy to review such situations and determine the best actions based upon the circumstances and maintenance history of the vehicle, along with consideration of the remaining warranty. We are sorry that we could not bring satisfaction to this issue at this time.

Was driving at highway speeds and just topped a hill without any other vehicles around, no overpasses, no one on the side roads, etc. when the sunroof spontaneously exploded. Had been driving for about 20 minutes without any incidents before this happened. Not only did the glass blow out but the shards left hundreds of scratches to the paint on the roof bad enough to need to be repainted. When it happened the sound of the glass exploding was extremely loud. That morning was the first morning we had frost on the vehicles since we bought it new. THERE WAS NOTHING THAT HIT THE GLASS WHEN IT EXPLODEDI have already tried a warranty claim but they denied it saying that "There is no way to prove there was a defect" if nothing hit the glass then the only other explanation was there was a defect..
Product_Or_Service: 2018 Outlander LE

Desired Outcome

Other (requires explanation) Would like Mitsubishi to honor their warranty and cover the costs of the repairs to the vehicle.

Mitsubishi Motors North America Response • Dec 04, 2019

This is in response to your recent Revdex.com case regarding the consumer's allegation that the sunroof on the 2018 Outlander exploded. After further review and a thorough inspection of the vehicle on November 7, 2019, no evidence of a manufacturing defect was found or presented.

At this time, Mitsubishi Motors North America has referred the customer to their insurance company and does not agree to cover the cost of the disputed amount: $2826.00.
We apologize that a more favorable response is not possible and thank you for the opportunity to provide a final response on this consumer's complaint.

We appreciate the opportunity to provide this additional information as requested. Please feel free to contact us to discuss any comments or concerns you may have regarding this consumer complaint.'

Thank you

I purchased an electric vehicle from Mitsubishi and it's not producing the miles range it was intended to by the engineers. My vehicle has a range of 35 miles per a full charge and that's driving in an extremely conservative mode. If I were to use the air conditioner in the vehicle the range is shortened. I paid $35,000.00 new for this vehicle in 2012. The authorized dealer agreed with me on the distance range should be more, but the Mitsubishi representative that pays the dealer for warranty work is not wanting to replace the drive batteries on the vehicle, even though the dealer recommends and is willing the do the job. Every times I call Mitsubishi, I get stopped to where I can't get any further in resolving my concern. Please help!
Product_Or_Service: Electric Vehicle- batteries

Desired Outcome

Other (requires explanation) I would like my vehicle to work in the manner it was intended to work. Producing an adequate miles range suitable for normal daily use.?

Mitsubishi Motors North America Response • Sep 12, 2019

Mitsubishi Motors North America, Inc. ('MMNA') acknowledges Mr. *** complaint regarding his 2012 Mitsubishi I-Miev. We regret to learn of the circumstances that led to this complaint and have opened a case (SR X-X-XXXXXXXXX) for review and documentation.

We have reviewed Mr. complaint with the local Mitsubishi dealer that inspected his vehicle on May 9, 2019 (*** Mitsubishi) along with the District Parts and Service Manager assigned to this dealer. We have determined that no manufacturing non-conformity has been verified with respect to the alleged main battery of the vehicle. As such repairs cannot be authorized under the terms of the limited vehicle warranty at this time. Our office has contacted and spoke to this consumer today regarding his complaint and recommended that he consider returning the vehicle to any Mitsubishi dealer for a re-evaluation/inspection of his vehicle for the alleged outstanding vehicle concern. Mitsubishi Motors North America will continue to honor the terms and conditions of the limited vehicle warranty for any verified manufacturing/parts non-conformity. Please advise the consumer to contact our office once he has an appointment to return the vehicle to any Mitsubishi dealer for the re-inspection/evaluation of his vehicle.

We appreciate the opportunity to document, review and respond to this complaint and regret that we cannot offer the assistance this consumer is seeking at this time.

Customer Response • Sep 22, 2019

The local authorized Mitsubishi dealer agrees with my complaint and were willing to replace the main drive batteries, but the district parts service manager from Mitsubishi, mr *** refuses to authorize the work. I opened a complaint which was poorly handled by Mitsubishi customer relations, mr *** also refuses to hear me and closes the complaint case. My vehicle is down to a range of 38 miles. That's total travel range miles. I don't think this is how this vehicle was engineered to work. I would like for Mitsubishi to have other representatives than the two mentioned above to communicate with me. My issues continues and I'm not able to use this vehicle how it was engineered and intended to be used. I received a call from mr *** and because of past experiences with this individual we were not able to communicate positively. He absolutely didn't offer a solution, just the same thing that has been happening for the past few years. Stand behind your product Mitsubishi, listen to a concerned customer that has purchased your product and is extremely dissatisfied by everything, from the vehicle to your compamy's customer relations treatment. Let's make this positive. Sincerely

Mitsubishi Motors North America Response • Sep 23, 2019

Mitsubishi Motors North America, Inc. ('MMNA') acknowledges Mr. *** rebuttal regarding our response to his 2012 Mitsubishi I-Miev complaint. We regret to learn of this consumer's dissatisfaction with our response, but based on the factual information in this case, we are unable to offer any other response.

As previously mentioned, our office reviewed Mr. complaint with the local Mitsubishi dealer that inspected his vehicle on May 9, 2019 (*** Mitsubishi) along with the District Parts and Service Manager assigned to this dealer. Since no manufacturing non-conformity has been verified with respect to the alleged main battery range of the vehicle, no repairs can be authorized under the terms of the limited vehicle warranty. As we have also advised in our initial response, our office has contacted and spoke to this consumer regarding his complaint and recommended that he consider returning the vehicle to any Mitsubishi dealer for a re-evaluation/inspection of his vehicle for the alleged outstanding vehicle concern, but the consumer continues to refuse this recommendation. Mitsubishi Motors North America will continue to honor the terms and conditions of the limited vehicle warranty for any verified manufacturing/parts non-conformity. Again, we ask that your office advise the consumer to contact our office once he has an appointment to return the vehicle to any Mitsubishi dealer for the re-inspection/evaluation of his vehicle.

We appreciate the opportunity to document, review and provide a final response to this complaint and regret that we cannot offer the assistance this consumer is seeking without a confirmed vehicle non conformity.

Several months ago, mitsubishi sent my a flyer promising a $50 visa reward card if I bring my 2006 mitsubishi raider in and get the airbag recall completed prior to 08/31/2019. I got the recall completed at *** Mitsubishi prior to 08/31/2019 but mitsubishi has failed to follow through with the offer. I have called several times and get a promise of the verification e-mail by a certain time but it never happens. The last three calls I was told there are no supervisors available to talk to and they will call me back. I have received -0- calls back.
Product_Or_Service: Airbag Recall

Desired Outcome

Other (requires explanation) I want the $50.00 visa reward card that was promised.

Mitsubishi Motors North America Response • Sep 12, 2019

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. E. ***'s complaint regarding the $50 gift card incentive. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# X-XXXXXXXXX).

MMNA has reviewed and contacted Mr. concern and advised him of the cause of the delay in receiving the gift card incentive (dealer did not process warranty claim correctly). We have informed him that our office will continue to monitor the immediate processing of this incentive until we confirm that the consumer has received the incentive. We anticipate that this complaint will be fully satisfied within the next 30 business days.

We appreciate the opportunity to document, review, respond to this consumer complaint.

Awful customer service from everyone from corporate to roadside assistance to local dealership.

I have a 2010 Mitsubishi Lancer Evolution which I purchased in Maryland. The vehicle currently has 41,100 miles. I received a letter from Mitsubishi Corporate that indicated my vehicle had an extended warranty for a specific part (AWC hydraulic unit) for 10yr/100,000 miles, which ever came first. I transferred to Puerto Rico (which IS a US territory) with my job (department of Justice) and about 2 weeks ago my car dash showed an indicator for the 4 wheel drive service required. I took it to my local Mitsubishi dealer so my vehicle could have a diagnostic done, which resulted in the dealership identifying a code: C161E; which was indicative the AWC hydraulic unit was defective. I contacted Mitsubishi at (X-XXX-XXX-XXXX) multiple times during the week of June 24-28th, after the dealership told me my car could not be fixed under warranty. I wanted Mitsubishi corporate to contact the local dealer for the extended warranty and there was no clear indication as to why my car could not be granted the warranty, the person on the phone just indicated the car could not be serviced in Puerto Rico (as if Puerto Rico was another country). Through my multiple failed attempts to speak to a manager at Mitsubishi corporate, the different representatives did not provide an actual justification for why my vehicle could be serviced. They told me they would provide an email to explain their reasoning but never sent me a communication. Furthermore, during those conversations the representatives could not give me a consistent answer regarding my case, one of the representatives even indicated Puerto Rico did not have certified service center to work on "US" vehicles which is observed as I took my vehicle to a Mitsubishi dealership to get the diagnosis. I assume a Mitsubishi dealership would suffice to be qualified enough to service Mitsubishi vehicles. Lastly, in the warranty booklet for my car there is no indication of any kind that mentions the warranty voided if in Puerto Rico.
Product_Or_Service: Repair

Desired Outcome

Other (requires explanation) As Puerto Rico is a territory of the United States and in the Manufactures warranty there is no section that indicated any void of warranty coverage if the vehicle is in Puerto Rico, my vehicle is clearly under the extended warranty, per the technical service bulletin (TSB-14-22-005) from Mitsubishi. The TSB-14-22-005 indicates " If the AWC warning lamp is illuminated and DTC C161E is recorded, troubleshoot DTC C161E in Group22A - Manual Transaxle or Group 22C - TC-SST of the applicable service manual, and perform the indicated repair. If the performed repair is AWC hydraulic unit replacement and hydraulic fluid is not leaking from the piping, submit a warranty claim if the vehicle is within limits of this warranty extension." My desired outcome is that Mitsubishi corporate communicate with my local dealership (*** Mitsubishi; 787-622-0200) or appropriate warranty entities so I can get my vehicle repaired under the extended warranty in Puerto Rico.

Mitsubishi Motors North America Response • Jul 11, 2019

Mitsubishi Motors North America (MMNA) acknowledges Mr. ***'s complaint regarding his 2010 Mitsubishi Lancer Evolution. We appreciate the opportunity to review and respond to this consumer complaint and have opened a case for documentation (SR# X-XXXXXXXXX).

Our office has spoken to Mr. and verified that the Mitsubishi dealer in Puerto Rico informed him that they do not have access to information regarding his vehicle limited vehicle warranty extension as he has a USA specification vehicle. Although it may seem that this should be a fairly easy situation to resolve, it is unfortunately not. Puerto Rico has its own Mitsubishi Distributor/Dealer Network that would need to approve, process and submit a warranty claim for any repair deemed covered by the vehicle warranty with USA specifications. We are currently in the process of reaching out to the Distributor/Dealer in Puerto Rico that Mr. has been in contact with to provide any assistance necessary to ensure that they are able to honor, process and submit for a warranty claim on any needed warranty covered repair to Mr. vehicle.

As we informed Mr., MMNA will continue to honor the terms and conditions of the limited vehicle warranty for any confirmed defective parts. We will provide an update on this consumer complaint as it becomes available.

Customer Response • Jul 15, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and find that this on-going resolution so far is be satisfactory. I will wait for the business to perform this action and, if it does, will consider this complaint in good standing to possibly be resolved pending warranty is honored on my vehicle.

Regards

This is a advertising issues. The Mitsubishi website shows (https://www.mitsubishicars.com/mirage-g4/2019/specifications) that the 2019 g4 comes standard with the 6 way driver seat. I provided proof in the link. If you go to any Mitsubishi car dealership websites or car information website you will see where Mitsubishi say 2019 g4 comes standard with cruise control and driver side seat a 6 way. I have showed proof to the Mitsubishi customer device and my dealership(*** Plano Texas) which have all shot me down because it say passenger way seat on my vin. The passenger *** is not the same as a driver seat. I will provide my vin for proof(https://www.mitsubishicars.com/rs/file/monroney'vin=ML32F3FJ8KHFXXXXX)I need my seat change to what is advertised. I will be looking at legal action if I ***'t get some kind of clarification.
Product_Or_Service: Car

Desired Outcome

Other (requires explanation) Replace the chair to what you guys advertise comes standard on my model.

Mitsubishi Motors North America Response • Mar 06, 2019

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. W. Bank's complaint regarding the driver front seat adjustment feature information on his 2019 Mitsubishi Mirage G4 ES. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation and review (X-XXXXXXXXX).

We have reviewed the information contained in this consumer complaint and would like to offer the following information. This consumer's original vehicle monroney label (window sticker) did not indicate a 6-way adjustable front driver seat. This label indicates specifically what equipment comes standard or optional to the specific vehicle. With respect to the information the customer claims he verified through our corporate website (www.mitsubishicars.com/mirage-g4/2019/specifications), it is true that it mistakenly showed a 6-way adjustable front driver seat was standard on the 2019 Mirage G4 ES model and has since been corrected after this consumer brought this to our attention. As you may or may not know, it's not uncommon that errors in any website information can occur unintentionally and as such we offer a disclaimer section on our website. We apologize for the information error regarding this particular feature on the 2019 Mirage G4 ES front driver seat. Based on this information provided we are unable to extend the resolution this consumer is requesting.

We appreciate the opportunity to document, review and respond to this consumer complaint.

We bought a lemon for a car. The dealer refuses to take it back. The passenger *** leaks, the headlights keep blowing, the suspension is bad, the radio has issues, it want start at times.The owner has told them we have to pay for everything, even though we have a warranty.

Desired Outcome

Other (requires explanation) We would like an exchange. We have had nothing but problems with the current vehicle we have. It leaks, the headlights keep going out. We have been through the dealer they have been told not to help us. Coporate has been no help. We were sold a lemon and no one wants to make it right. We would like an exchange.

Mitsubishi Motors North America Response • Feb 04, 2019

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. ***'s complaint regarding his 2017 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# X-XXXXXXXXX).

Along with the District Parts and Service Manager, our office has reviewed this case with the service department of *** Mitsubishi as well as with this consumer. It has been confirmed by the service department of *** Mitsubishi that a front strut top bearing and insulator needed replacement due to a noise concern on this consumer vehicle. No other alleged vehicle concerns (as stated in the consumer complaint) was determined as defective, hence a repair was not recommended or performed. Mitsubishi Motors North America will continue to honor the terms and conditions of the limited vehicle warranty for any Mitsubishi dealer confirmed defective parts only.

We appreciate the opportunity to document, review and respond to this consumer complaint.

Customer Response • Mar 14, 2019

I have called Mitsubishi Corporate several times regarding all the issues I have been having with there product. The are the ones who told me to get the dealership to call up the Mitsubishi technical department to fix the issues with my radio, also when I called the Mitsubishi call center they put me in touch with a case manager and after I told him all the issues I was having with the car we also sent the local Mitsubishi rep to the dealership. As normal they found nothing wrong with the car and it was either all in my head or I was the one responsible for anything that went wrong. On a side note my car is at the dealership right now as I could prove the leaking issues I'm having, so now they are going to look at it tomorrow morning 2/8/2019 and if they still can't find the problem they will call the water doctor out again. They took pictures as did I and I also took video

3/5/2019

To whom is reading this,

when I bought this car I was unaware of the issues at hand and every time I brought it back to the dealership, they could never find any issues and they would say it was user error. A leaking windshield is NOT user error! I complained multiple times to the dealership and Mitsubishi corporation and the only thing Mitsubishi corporation done was sent out a rep (***) to look at the car. The day he got there I went to see him, all he did was tell me there was nothing wrong with the car and once again it was user error, I asked him what I should do when the car leaked again and he told me to bring it back to the dealership and they would look at it again, the next time it leaked I took it back and I over heard the service manager tell the lead salesman that they were told by the rep (***) to stop dealing with me.

now the cars electronics are starting to mess up, transmission warning lights come on and off all the time, it still leaks, and before long it's going to get moldy and rust

when your rep told them to stop dealing with me was the day Mitsubishi Motors took on the responsibility of my car in my eyes

3/14/2019
I do NOT agree with there answer and would like to take it further

Mitsubishi Motors North America Response • Mar 06, 2019

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. ***'s complaint regarding his 2017 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer's follow up information.

As we previously stated, MMNA will continue to honor the terms and conditions of the limited vehicle warranty for any confirmed defective Mitsubishi genuine parts only. As stated in the attached receipt from your office, the cause of the leak was due to an improperly installed non original Mitsubishi Front Windshield. As such we are not able to offer any repair assistance.

We appreciate the time and opportunity to provide a final response on this matter. Thank you.

3/6/2019

Mitsubishi Motors North America, Inc. ('MMNA') acknowledges Mr. ***'s dissatisfaction to our response regarding his 2017 Mitsubishi Outlander complaint. We regret that Mr. 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. complaint. Although we understand why Mr. feels our response does not meet his expectations, the fact remains that his claimed on going vehicle water leak complaint has been confirmed due to a non-Mitsubishi (OEM) front windshield part that was improperly installed. As you are fully aware, the limited vehicle manufacturer warranty has no provision to provide repair coverage on non-Mitsubishi parts or workmanship issues. The local Mitsubishi dealer (*** Mitsubishi) has performed repairs to the vehicle on parts that has been confirmed OEM and defective. As such we re-iterate our commitment to the limited vehicle warranty terms and conditions only. If the consumer has any 'new? vehicle concern(s), the consumer is welcome to return the vehicle to any authorized Mitsubishi dealer for a diagnosis/inspection of any alleged new vehicle concern.

Again, we apologize that a more favorable response is not available to Mr. rebuttal/complaint and appreciate the opportunity to provide a final response to this matter.

My name is ***, and I am sending this message in reference to my 2018 Mitsubishi Outlander Sport that I purchased from J&S Mitsubishi Dealership in Ewing NJ in June 2018. On November 5th, 2018, as I was driving my daughter to school, on the expressway, the low oil pressure indicator light randomly came on along with the service engine light. Since I am on the highway, I had to get to a safer location. A few minutes later, there was a loud noise followed by sudden jerking of the vehicle. Then the car stalls out and shuts off completely, automatically locking my brakes up and steering wheel, while in traffic. With the fact of my daughter in the car, my immediate concern was safety. And with the heavy rain and traffic in the morning, I was able to pull over for a short moment. From there, the car was able to start once more, which gave me a chance to get out of traffic and get us to a safe place to pull the vehicle into. The car then shut back off, and would not restart at all. There was a strange smell coming from the engine, so I let the car just sit there turned off and I waited for towing service. After waiting 3 hours in the rain with the car, towing service finally arrived. The towing truck operator had indicated to me that my car was leaking oil & the engine will not start up, & under the car, there was some oil on the ground. According to my service record from Mitsubishi, my last Oil Change was on October 13th, 2018 at the *** Mitsubishi, along with a service recall that had to be fixed. The car drove fine prior to this issue, and no warnings or indications were present, until Monday 11/5/18 when I was taking my daughter to school. The car was taken to *** Mitsubishi in Fairless ***s, PA. & when the service manager review, he also noticed the oil coming from the car. I was told on 11/6/18 that when the service department looked at the engine under the bottom, the drain oil plug was missing completely, and came off.
Product_Or_Service: Auto Oil Change/Service

Desired Outcome

Other (requires explanation) I would like for the engine of the vehicle to be replaced with a new engine, not a rebuilt engine. My car was brand new when I purchased the vehicle. If the dealership cannot provide that, then a new car of equal value at purchase provided, or I can just look to my bank to work with other options of going somewhere to get a different vehicle. The car is not even 6 months old, and it had a service recall, and poor service done by a Mitsubishi Dealership. In addition, *** Mitsubishi had provided me with a loaner car I was told that I will have to pay $35/day for, I want this to be paid by Mitsubishi for inconvenience of not having my own car I pay for and drive. I even had to pay toll for the towing service of $12 so they can bring my car to the dealership nearest since my car was dead near the Burlington Bristol Bridge leading to PA.

Mitsubishi Motors North America Response • Dec 06, 2018

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Mr. ***'s complaint regarding his 2018 Mitsubishi Outlander Sport. We appreciate the opportunity to review and respond to this consumer's complaint and have opened a case for documentation (SR# X-XXXXXXXXX).

Along with the Mitsubishi District Parts and Service Manager, our office has reviewed this case with the service department of *** Mitsubishi and have determined that the cause of the engine concern was not due to a malfunction or defect in the engine, but due to the loss of engine oil while driving because of the missing engine oil drain plug. The limited vehicle warranty only provide coverage for confirmed defective or malfunctioned parts. As such, we are unable to provide any warranty coverage for the needed engine repairs. We did inform the consumer to please contact the last facility that performed any engine related repair/service to discuss this engine concern or contact the vehicle insurance company administrator for further review/assistance.

We appreciate the opportunity to document, review and respond to this consumer complaint.

Customer Response • Dec 18, 2018

Revdex.com:

This was also confirmed by *** Mitsubishi & my insurance company. Thank you.

I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, 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

The problem with the Mitsubishi Outlander I purchased is the Bluetooth system in my vehicle does not work like one should. in order to use the Bluetooth on it while driving the speaker is located in the passenger *** door and you cannot hear the person you are talking to and the volume can not be turned up. I have made complaints from the dealership I purchased the car from and they told me to contact Mitsubishi myself. Well I did and the lady said there was nothing she can tell me. There's no plan in the future to fix this. I travel quite frequently and travel through states where you cannot use your phone and rely on the Bluetooth. It is unacceptable to have a system if you cannot use it. This problem needs to be addressed and fixed.
Product_Or_Service: Mitsubishi Outlander

Desired Outcome

Other (requires explanation) I want this problem fixed in my vehicle so I can use it accordingly and be able to hear adequately.

Mitsubishi Motors North America Response • Oct 23, 2018

Mitsubishi Motors North America Inc.,("MMNA") acknowledges Mr. G. *** complaint regarding his 2018 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer complaint and have opened a case for documentation

(SR# X-XXXXXXXXX).

Our office has spoken to Mr. on 10/19/2018 to review this complaint and we have informed him of a technical service bulletin repair to address the vehicle bluetooth concern. We have directed the local dealer (*** Mitsubishi) to contact Mr. so that a repair schedule can be made to perform this technical service bulletin repair. We will continue to follow up with Mr. until we confirm that his vehicle concern has been fully resolved.

We thank you for the opportunity to document, review and respond to this consumer complaint.

Customer Response • Oct 24, 2018

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, 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

I contacted Mitsubishi customer service to open an warranty appeal based on the recommendations of the local dealer in AZ for service to the engine. Upon contacting customer service I was informed a case manager would review the case and take any service logs that I could provide before making a decision. After aprox 10 days of not hearing from the case manager we escalated the issue through the dealership. I was just contacted and told the district manager made a decision and there was no way to appeal even with my maintenance logs. If this decision was made prior to me submitting the appeal as I was told by the case manager why was it recommended by the dealer and how can a decision be made without all pertinent evidence. Very dissatisfied.

I received a recall on my 2011 Outlander Sport in March 2018. The recall was: "the flange of the drive belt tensioner may crack, causing detachment of the drive belt. If the drive belt detaches, the alternator will not charge the battery, causing the engine to stall, and/or the power steering assist will be disabled, increasing risk of death". In November 2016, my vehicle stalled while driving, I was unable to steer the vehicle because the steering wheel locked. The dash lights were flashing, the vehicle would not turn off and I was unable drive it. I had to have it towed to the nearest possible location. The repair identified was the exact issue named in the recall. Therefore, I called Mitsubishi after receiving the recall asking about reimbursement and was told I needed to take it to the dealer to have the recall cleared first. Then I was directed to submit a request for "review of reimbursement". I did so and sent in the requested documents in April 2018 asking for reimbursement. Last week, I received a call from a Mitsubishi representative telling me my request was denied. The reason given was that when the representative called the repair shop; the individual she spoke to could not tell the representative what the "condition" of the drive belt was at the time of repair. The individual could not recall this information because it had been well over a year since the repair had taken place. I believe denying my request is unfair, and frankly, wrong. A recall was issued for a known problem and the "condition" of the belt at the time of repair should not even be a consideration. I submitted proof of the repair I was required to make when the belt failed and believe I should be reimbursed for it.
Product_Or_Service: recall reimbursement

Desired Outcome

Other (requires explanation) I want to be reimbursed $485.64 that I paid for the repair prior to the recall being issued. I am entitled to this refund and have submitted all the documents requested.

Mitsubishi Motors North America Response • Jun 29, 2018

Mitsubishi Motors North America, Inc. ("MMNA") acknowledges Ms. J. ***'s complaint regarding a reimbursement request for the repair performed to the engine drive belt and engine drive belt auto tensioner of her 2011 Mitsubishi Outlander at a non-Mitsubishi dealer.

The management of Mitsubishi Motors North America has reviewed the information on this complaint and would like to offer the following information as a response.

The repair document from the servicing facility for this repair (*** and *** Service) did not indicate the reason as to why the repair was performed (did not indicate any diagnosis/customer complaint information). We also contacted the service facility to review this information but could not receive any cooperation from their representative regarding our inquiry as for the reason(s) for the repair.

The information contained in the recall letter received by the consumer outlines the actual/possible failure as to why the recall was issued for the drive belt auto tensioner. Unless the consumer's 2011 Mitsubishi Outlander Sport experienced the failure (flange of the drive belt automatic tensioner cracks) as stated in the recall notice that can be verified, we are unable to offer a reimbursement for the prior repair/service performed on the recalled part.

We are sorry that a more favorable response is not possible for this request. We thank you for the opportunity to document, review and respond.

Customer Response • Jul 06, 2018

I went to *** to discuss the matter with the manager. The technician who handled the repair order failed to write in the diagnosis and is no longer employed at ***. However, the manager was able to issue another invoice with comments indicating the diagnosis at the time of repair. Please see attached. I sent this invoice to Mitsubishi today. I am still requesting reimbursement for the repair.

Mitsubishi Motors North America Response • Jul 12, 2018

Mitsubishi Motors North America, Inc. ("MMNA") acknowledges Ms. J. ***'s dissatisfaction to our response regarding a reimbursement request for the repair performed to the engine drive belt and engine drive belt auto tensioner of her 2011 Mitsubishi Outlander at a non-Mitsubishi dealer.

As stated in our initial response to this Revdex.com complaint, the management of Mitsubishi Motors North America has fully reviewed the information on this complaint and would like to respectfully re-iterate our position of declining the reimbursement requested by the consumer. As advised on the recall letter received by the consumer, unless the consumer's 2011 Mitsubishi Outlander Sport experienced the failure (flange of the drive belt automatic tensioner cracks) as stated in the recall notice that can be verified and documented, we are unable to offer a reimbursement for the prior repair/service performed on the recalled part.

We are sorry that a more favorable response is not possible for this request and thank you for the opportunity to provide a final response to this complaint.

I need to complain about the service I received on my 2011 Mitsubishi Outlander at the Sunnyside Mitsubishi on Pearl Road in Cleveland, Ohio. My car has been serviced there since 2013 or so and has had a recurring problem of my battery not operating correctly after about a year and a half. I am on my third replacement battery since I purchased the car with about 100 miles or less on it from a Mitsubishi Dealer. The Sunnyside dealership has never been able to determine exactly what was causing the battery to malfunction after a year or so and would just replace the battery. I encountered this same problem for the third time last Monday and when I called the sales associate, Dan, was dismissive and short. He insinuated that what I was telling him about the car just not starting without warning was not typical of a battery issue. I explained that this was a recurring issue and advised him to check the notes of the 2 previous occurrences. He indicated that it wasn’t anything he could do about it as he was booked until the following Monday. He said to continue driving the car to see if the issue continued and to bring it in the following week due to scheduled recall appointments (which I also needed). Well, the issue occurred again two days later and would not start with a jump (leaving me stranded at work). When I called he again went through all the reasons why this should not be happening and I again explained that the issue never did fit what should be happening with a battery of that age and again expressed to him that the dealership never did determine what was wrong with the car. I finally was able to get the car to start (with a jump) two days later and dropped the car off on the Thursday following the initial contact. He again let me know that he didn’t have time and indicated that he would try to fit it in between appointments if he could.
When I called again on Monday, he indicated that he could not determine why I was having that issue as the car did not start consistently over the few days that he had it in his possession. He stated that he could not determine why it was not consistently starting. He indicated that he didn’t get a chance to try it again that day as they had a power outage; he told me that they would call me today (Tuesday) if not first thing in the morning, at least around the lunchtime hour. When I initially called, I got Dan again and he had a different explanation. A cell in the battery was bad today. Never mind that it was okay yesterday and he was still checking it out; today, it was clear what was wrong. After a short back and forth exchange of why he had a different explanation today and why the battery would not be covered, I asked to speak with the service manager. This was midday and the service manager was on the phone and was supposed to give me a call back. Because I had not heard from him, I called after my last meeting at about 4:45 pm. I proceeded to have the same back and forth conversation with the service manager, who indicated to me that he was new to the dealership as of April of 2017, and who was now indicating that there was a leakage with the battery and/or some corrosion (from and battery from there dealership that was less than 2 years old). After all of the excuses (which bordered on insulting my intelligence), he explained that I needed to purchase a battery as I had no warranty on the battery that was replaced at the end of 2016. He indicated that the warranty was determined by one of the first batteries I received as a replacement. This battery did not carry a warranty.
So in the end, had I purchased aftermarket batteries and had my husband install them, I would have a warranty. But because I stuck with the dealer, I do not. I am paying for a battery because Sunnyside Mitsubishi cannot determine what the problem is with my Mitsubishi, which I bought as the first owner, directly from Mitsubishi. This is unfair. I was just told yesterday that they could not determine what the issue was, which was not a surprise because they were unable to determine that with the last two batteries that were replaced previously by Sunnyside Mitsubishi. The previous service manager admitted that he could not determine the cause verbally, regardless of what was placed in the notes. The technician indicated that the problem was atypical and that he could not pin down the cause. Today, he has a new story and a charge for me that goes along with it.
That’s fine with me as I was eying a new car at the Audi Dealer across the street. My plan was to fix this car and to give it to my daughter. I now want nothing to do with Mitsubishi nor Sunnyside because I can no longer trust that they will be transparent about what is happening. I will buy my Audi elsewhere. There is an issue with this 2011 Mitsubishi Outlander, which has not been determined, and now I am being asked to pay for it. Besides the charge, this is the first time that I have ever felt dismissed and lied to as a customer. Dan is rude. While the service manager was not rude, his explanations were circular. I do not agree with a policy that requires me to pay for a battery that should be working and under warranty. I should be able to trust the dealer. That is not the case with Sunnyside Mitsubishi.

I will start this off by saying I have always been a loyal Mitsubishi customer. I have never had an issue with their products. My first Mitsubishi (2010 Lancer ES) is still running with over 200k miles on it, Pretty impressive. However, I cannot say the same with my 2013 Lancer Ralliart I purchased in December 2012. Around a year ago, I had sporadic issues come uo with the transmission in particular. I thought nothing of it; as soon as I restarted the car, the issue would go away for a while. Little did I know the issue would only become worse and at the worst possible time. About a few months ago, I was driving and my transmission started to to become sporadic and *** forward unexpectedly while I was driving. Strange I thought, I'll just bring it in to the dealership the next weekday they are available. So I bring in my car to the dealership and they tell me my SST transmission is bad and needs to be replaced. The bad news is my standard warranty happened to expire about 60 DAYS before. I would have to pay about $17k out of pocket to get it replaced! Shock of my life. I have always maintained this car on schedule, only bringing into the dealership to get worked on. The transmission should not have to be replaced when I barely drive the car, only less than 50k miles on it, and to make it worse, it decides to act up consistently right when my standard warranty is out. This is completely unacceptable. My dealership keeps telling they know it will eventually die and to keep driving it so it can be replicated in the shop and verified by the tech. Well eventually once I keep driving I will end up in a bad accident or worse. It has died in traffic before. Eventually it will *** towards another car, die in an intersection, or worse, die on the freeway! This is a huge safety issue and after some research, I see other Ralliart owners have had the same exact issue which brings into question the reliability of these SST engines Mitsubishi produces.
Product_Or_Service: Transmission Warranty

Desired Outcome

Other (requires explanation) The transmission clearly started to go out right about the time my standard warranty was going to expire. Only after the warranty expired the issues became much worse and confirmed by the dealership. A transmission with this low number of miles should NOT have to be replaced so early. This calls into question the reliability of these SST engines after further research of other owners having the same issues. I feel given the LOW number of miles on the car and the SST exhibiting issues BEFORE the standard warranty expired and confirmed just 60 DAYS after it officially expired, Mitsubishi should investigate this issue and please repair my transmission back to a safe and reliable form of transportation. As a long-time customer this would show goodwill I and would put faith back into the company.

Mitsubishi Motors North America Response • Apr 30, 2018

Thank you for providing Mitsubishi Motors North America, Inc. ('MMNA') the opportunity to review and address our customer's vehicle concerns. This letter serves as confirmation that MMNA is in receipt of your correspondence dated April 17, 2018.

Our customer purchased his 2013 Mitsubishi Lancer Ralliart, VIN: JA32V6FV1DUXXXXXX, on December 15, 2012, from ***s Mitsubishi. As the original owner, our customer received a 3 year or 36,000 miles (whichever occurs first) New Vehicle Limited Warranty and a 5 year or 60,000 miles (whichever occurs first) Powertrain Warranty (Please See Excerpt), which started on the purchase date.

Our customer first reported a 'Transmission Service Light Required? concern to *** Mitsubishi on February 19, 2018, R.O. # XXXXXXXX, at 48,198 miles (Please See Excerpt). At the time of service, the dealership scanned for DTC's (Diagnostic Trouble Codes), found P1875 (Damper Speed Sensor Irrationality), recommended a transmission replacement and provided a repair estimate to the customer; however, the customer declined to pay for the repair expense.

The customer then contacted our office and requested warranty repair assistance. Our office, ***s Mitsubishi, MMNA's District Parts and Service Manager conducted a thorough evaluation of the customer's concern. According to ***s Mitsubishi, the customer had no previous service history that indicates any transmission malfunctions, prior to the February 19, 2018 visit. In addition, there are no service records that would indicate a problem with the transmission (within the Powertrain Warranty Period) or suggest that our customer maintained the transmission as outlined in the Warranty and Maintenance Manual (Please See Excerpt).

Based on the information reviewed our customer reported a transmission concern outside of the 5 year or 60,000 miles (whichever occurs first) Powertrain Warranty. Given this information in its entirety, MMNA is unable to honor our customer's repair demand. MMNA remains committed to fair business practices and customer satisfaction. We will continue to work with the customer to resolve any verifiable or outstanding concerns, per the terms and conditions of MMNA's Limited Warranty.

Customer Response • May 03, 2018

Revdex.com:

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

First, I would like to address the claim made by Mitsubishi and the dealer that suggests I have not followed the recommended maintenance schedule for my vehicle. For almost all of my maintenance visits, except for maybe one or two oil changes with another local shop, over the past five years or so have been exclusively with the Mitsubishi dealership where I purchased my vehicle, *** Mitsubishi in Renton. To submit a Carfax report with only one oil change at around 3k miles very misleading to the Revdex.com and everyone else who reads the response from Mitsubishi. Mitsubishi should have access to those service records should they have asked for them from their dealership, *** Mitsubishi. To provide that Carfax report with no service visits listed is frankly incorrect and purposely misleading.

Second, see the attached warranty book for my vehicle. On page 20, you will find my vehicle is covered under the "California" Emission Warranty as I am a Washington state resident and this is where my vehicle is registered. The California Emission Warranty covers "any emission-related part on your Vehicle" for seven (7) years or 70,000 miles. My car is currently at less than 50,000 miles and a little over five (5) years from purchase. Please see page 23 of said warranty book. This page lists all the covered parts under the California Emission Warranty for defects. Parts listed include the Transmission Control Module and the Engine Control Module, both with asterisks indicating these are emission-related parts covered under the seven (7) year, 70,000 mile warranty.

As the dealership has stated, the code P1875 indicates there is an issue with the damper speed sensor. I am aware this sensor is a part of the Transmission Control Module and/or the Engine Control Module. This part reads the movement of the clutch assembly and relays that info back to the transmission controls/valve body. This part has failed and is causing the code P1875 and my issues I have stated previously. I am also aware this part is located deep within the SST transmission and is not available new as a replacement part. Therefore, that is the reason why *** Mitsubishi suggested a complete transmission replacement. That is the nature of the complicated SST system; when one part fails within the SST, the entire system must be taken apart and/or replaced. You cannot blame the problem on the "powertrain" when the issue is stemming from a part within the powertrain which is the transmission control unit and engine control unit, which is both covered under the California Warranty as outlined above.

I am asking Mitsubishi to prove this part, the damper speed sensor, is not a part of the Transmission Control Unit and/or the Engine Control Unit that is covered by the California Warranty. They cannot simply blame the powertrain/transmission as a whole and claim they are no longer responsible under such warranty. The SST is a complicated part and I fully believe a part within the Transmission control unit and/or Engine control unit has failed (damper speed sensor), which is still indeed covered by their warranty.

Last, I want to express my extreme disappointment with Mitsubishi as a whole through this process. The powertrain warranty may have expired by a period of about 60 days, and they are unwilling to offer any help as a matter of goodwill. The district manager was also unable to call me directly explaining his decision, even after I requested to speak to him. I had to play 3-way phone tag with a customer service rep who would relay my concerns to the district manager instead. The dealership was not much help either, just handing me a bill for a $17K transmission replacement like it was typical for a transmission with under 50k miles to need to be replaced. Needless ti say, I would never recommend a Mitsubishi product to anyone I know or should ask me going forward. Nonetheless, I did my research and Mitsubishi should honor this claim under the California Emission warranty as outlined above.

Regards

Mitsubishi Motors North America Response • May 10, 2018

May 10, 2018

I received a safety recall for my 2004 Mitsubishi Outlander regarding rust/corrosion of front cross body. Took in to repair center and the REAR has a fist-sized hole in it caused exactly as the front cross body. Mitsubishi has refused to cover the repair on the rear cross body. Mechanic would not let me drive the vehicle due to safety concerns.
Product_Or_Service: Repair of faulty vehicle

Desired Outcome

Other (requires explanation) I would like Mitsubishi to pay for the safe repair of my rear cross body just as they are repairing the front. If the cost is more than the value of the vehicle I would like Mitsubishi to purchase my vehicle at fair market value.

Mitsubishi Motors North America Response

Mitsubishi Motors North America Inc. ("MMNA") acknowledges ***'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# X-XXXXXXXXX).

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.

Customer Response

Revdex.com:

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

Mitsubishi has issued a recall knowing that the front cross member had rust and corrosion issues, which is exactly what has happened to the rear....in the same amount of time as the front occurred.

Regards

Hi my problem is with the Mitsubishi I complained to the company they will send me an email back saying make it just wear and tear I had to brakes 2 times one year ahead to Anna second year I have to put in for it I really didn't have this car for 2 years now it's been 2 years and I understand why I have to replace my brakes and it's not the car it's the who made the car I had to and I had to place 5 tires times were brand new and I had to replace the one I feel so overwhelmed.
Product_Or_Service: Mitsubishi brakes

Desired Outcome

Other (requires explanation) I want the car trade in . I I don't want to be with you Mitsubishi

Mitsubishi Motors North America Response

Mitsubishi Motors North America Inc. ("MMNA") acknowledges Ms. ***'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# X-XXXXXXXXX).

Along with our District Parts and Service Manager, this complaint has been reviewed with the service department of* 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.

I purchased a 2016 Mitsubishi Outlander in 9/2015 from *** Mitsubishi. In August of 2016, we received a letter about a recall(SR-XX-XXX) on the transmission. The issue is a major safety hazard that can cause a crash in the middle of highway use, intersection or heavy flowing traffic. Upon the recall, we took vehicle to *** in 9/2016 to have the proposed fix. Vehicle drove great until 08/2017, with hesitation and sluggish acceleration. We took vehicle to dealership to have it inspected on 08/10/2017. The transmission was having the same issue and performed said fix, reflash, as noted in the recall bulletin. We drove vehicle on 08/12/2017 to Milledgeville, GA and began noticing hesitation and acceleration issues when arriving at our destination. Upon leaving that night back to Charlotte, the vehicle began having issues. Vehicle stalled out, engine light came on and I could pull into *** and capture error codes. We checked into hotel and planned to leave in the morning. Next morning, we drove about a 1/8 mile and vehicle stalled out at an intersection, D gear was shot and had to push it off the road. We spoke to roadside and aided for trip interruption but every option was not accessible because, no dealership was open. This issue was by far the worst and most dangerous experience I incurred with a vehicle. This issue placed my family in danger multiple times. My family was 4 hours away from home, stuck and stranded, no change of clothes, only other option was to tow vehicle to Charlotte and have repairs done where we could continue to function. Car was in service department 4 days, meaning we would have stayed in a hotel 4 nights, buy new clothes each day. As a paying customer, we were treated horribly and very disrespectful every way you can imagine. Lost a lot of faith in the vehicle and my family does not like riding in the car because of the experience. *You may contact service advisor at dealership.
Product_Or_Service: Warranty

Desired Outcome

Other (requires explanation) I am seeking a refund up to the max for the allowed amount, for the towing overages of vehicle (appx $800). The roadside does not state anything about reimbursement about tow overages. The amount of refund I am seeking is $175x3=$525. With some understanding, hopefully someone can understand my horrible, horrible issue and not a policy. The trip interruption is not feasible when you are over 150 miles away, on the weekend, when no dealerships are open on Saturday and Sunday to inspect. We were stranded, 4 hours away from home, with no change of clothes in case we needed to stay multiple nights in a hotel, kids possibly missing the first week of school. I spoke with a supervisor in customer relations who was by far the rudest supervisor I have encountered. The first half of the conversation I was over talked and trying to prove that I was referring to 9/16 fix and not 8/17 fix. The roadside does not state anything about reimbursement about tow overages. VIN# : JA4AD2A38GZXXXXX

Mitsubishi Motors North America Response

Mitsubishi Motors North America Inc. ("MMNA") acknowledges ***'s complaint regarding the additional towing fees incurred during a recent out of town trip by the consumer with their 2016 Mitsubishi Outlander. We appreciate the opportunity to review and respond to this consumer complaint and have opened a case for documentation (SR# X-XXXXXXXXX).

We have carefully reviewed the information provided by the consumer and have taken into full consideration the circumstances presented. The limited vehicle warranty on all Mitsubishi vehicles does not have any provision for any additional incidental expenses incurred by a Mitsubishi vehicle owner when a vehicle breakdown/concern occur. This information is provided on page 12 of the vehicle 2016 Warranty and Maintenance manual. The limited vehicle warranty which includes Emergency Roadside Service coverage is available to any Mitsubishi vehicle/owner for a period of 5 years from the original warranty start date of the vehicle to facilitate a tow of the vehicle from the location of the vehicle breakdown to the nearest Mitsubishi dealer only. If a vehicle owner decides to request/initiate a tow beyond the nearest Mitsubishi dealer from the location of the vehicle breakdown, all fees associated beyond the scope of our Emergency Roadside Service coverage is the responsibility of the vehicle owner. As such, we are unable to offer the resolution this consumer is requesting.

We are sorry that a more favorable response is not possible at this time. Again, we thank you for the opportunity to document, review and respond to this consumer complaint.

Customer Response

Revdex.com:

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

I am appalled of the response to this matter. The focus is on $800 and a billion dollar company policy versus satisfying a customer and a understanding the safety issue that could have caused serious injury when the vehicle stalled out multiple times on the highway and at intersections.

I reviewed the warranty and still have not read any information regarding the pointed claim that coverage beyond your guidelines would not be covered. *Attached is a word document of several screen shots regarding service done to the vehicle and information I pulled from the 2016 Warranty Guidelines.

First, on page 28, it states "Towing to the nearest Mitsubishi Motors Dealer or other approved service point from the point of disablement if your Vehicle is not driveable (Please retain all towing receipts.) When the word "OR" is included, this gives or stipulates the consumer(myself) an option to take vehicle to your choice. We chose the "OR" to have vehicle towed to dealership that last serviced vehicle. - THIS NEEDS TO BE HONORED. Secondly, on page 28, it states "coverage for post warranty customers are provided reimbursement for warranted parts' but, my issue is under a 'safety' recall concern....

Lastly, page 36, headed, EMERGENCY ROAD SERVICE/TOWING , nothing indicates reimbursement or beyond guidelines.

The picture I want to pain is the warranty was not favorable for my situation. We were stranded four hours from home, with no change of clothes or resource. The vehicle was just serviced by the dealership for the transmission two days prior to breaking down and becoming inoperable. You may contact the service advisor(advisor requested) about said issue and can provide more clarity. Service advisor information is attached to document.

Please lets resolve this issue and provide what I am requesting or this will be taken further and fought until resolution.

Regards,

***

10/12/2017

Revdex.com:

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

I will continue to disagree for several reasons. First, you indicate your roadside states, "Towing to the nearest Mitshubishi dealer or 'other approved service point' if your vehicle is not drivable". According to your rules, you gave us the option to tow to another service point. In accordance, we decided to take it to dealership that last serviced the vehicle 48 hours prior to breaking down and becoming inoperable. Secondly, I specifically stated in my last response that per your statement, of the policy stating what it would not cover. I responded by explaining I did not see this information. Can you please provide some documentation/screenshots to this policy on what you do not cover' Thirdly, I have provided several documents stating treatment from your corporate office, receipts and service orders of prior work and screenshots of your policy. Lastly, we are being treated very poorly from your corporate office and customer relations team. With this matter, we not purchase another Mitsubishi product because the understanding of handling clear matters of a failed part, that could have caused severe damage to my family, that was part of a safety recall.

I am asking for reimbursement for the towing expenses or other agreed amount to satisfy this claim

Regards,

***

10/18/2017

Attached is the Warranty booklet, Roadside Assistance is outlined from pages 7-36.

1) MMNA indicated on page 26, what the warranty will not cover, there claim is not outlined on page 26, unless I am looking at a warranty that they possess and I do not.

2) On page 28, it points to the Roadside Assistance guidelines, under section that is titled "NOTE", it references what the Roadside Assistance will not cover, "excludes winching of Vehicle off road, Vehicle disabled in rally, racing or other competitive events, and Vehicle used for commercial purposes such as police, taxi, route delivery, livery, or daily rental

3) On page 36, the warranty does not state anything about not covering tow and expenses. It only outlines, if the vehicle is inoperable from neglect or if it is driveable and further damage or safety issues will occur.

Thank you

Mitsubishi Motors North America Response

Mitsubishi Motors North America Inc. ("MMNA") acknowledges our consumer's rejection of our explanation and decline of reimbursement for the additional expenses incurred for choosing to tow the vehicle to a place other than the closest Mitsubishi dealership, which is part of our complimentary Mitsubishi Roadside Assistance program. The consumer elected to tow the vehicle elsewhere and incur the expense to tow the vehicle a much longer distance to a point of the consumer's preference. If the consumer decides to do this, the consumer is responsible for these charges, as this is not a provision of the free Mitsubishi Roadside Assistance program. The vehicle will be towed to the closest Mitsubishi dealership or authorized service center under this program. The vehicle was not towed to either.

In addition, the Mitsubishi Roadside Assistance program offers a Trip Interruption benefit. In the event a Mitsubishi vehicle is disabled due to a warrantable condition, and the consumer is more than 150 miles from home and the vehicle has to be kept overnight for repairs, the Mitsubishi Roadside Assistance plan will reimburse for reasonable documented expenses for meals, lodging, and transportation up to $175.00 per day for a maximum of three days while the consumer is away from home while the vehicle is being repaired. This is a daily limit for these specific covered expenses. Any other expenses or charges incurred are not eligible for reimbursement. The consumer did not elect to utilize this benefit.

Unfortunately, we are unable to reimburse for elected expenses that are not covered as outlined above. We are sorry that the consumer does not find this satisfactory, but we offer these free benefits as a way to provide consumer satisfaction to the best of our abilities if the vehicle should become disabled. We recognize the Trip Interruption benefit may not be the most desirable option for every consumer, but it is our way to offer an option to assist with this type of inconvenience. We are unable to extend beyond these benefits for this consumer situation.

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Address: 3401 Mallory Ln STE 100, Franklin, Tennessee, United States, 37067-8369

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