Ourisman Mitsubishi

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no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I disagree with Ourisman's statement; stating that they do not owe me any money. Ourisman has not yet given me any detail explanation to refute (for example explain any errors in the documentation that I provided and explain why Ourisman does not owe me any additional refunds) any of the documents I have sent to them requesting the refund they owe meP. Based on the documents I have provided clearly showing that Ourisman owes me an additional refund. I am requesting that Ourisman's pay me the amount of $so this matter can be resolved
Regards,
*** ***

We do owe ** *** a detail of the vehicle, a secondary key, and an owner's manual. The *** was not included with this vehicle. The vehicle was listed as "*** Ready" or capable. The Salesperson stated that the *** was included. Once he discovered it was not,
we informed ** *** that the vehicle did not have it, and that we could switch her to another model with the option but that it would be more money She refused and wanted us to give it to her at no charge. We told her we could not do that. Our Sales Manager (Joe F*) contacted her to let her know that we could not do it and offered to take the vehicle back if she opted to. She did not. I don't know where else to go with this. We cannot give her a ***, and she did not respond to our offer of returning the vehicle if not satisfied. I apologize for the confusion from the Salesperson, but again we did present the option of switching vehicles or taking the vehicle back.-Kenny P***General Manager

June 20, 2014Dear *** ***,In receipt of your letter detailing the complaint filed by *** *** ***-***We did sell ** ***-*** a *** on April 7th of this yearI don't know further details on the *** mentioned in her letter.As far as the transaction on the
***, ** ***-*** agreed to pay us a down payment of $1,She brought us $as detailed in her letter, but never responded to numerous phone calls to pay the remaining $After waiting days, we finally asked her to return the vehicle to us.Once the vehicle was returned, there was $of damage to the right rear doorWe had to repair the door before we could return the vehicle to inventoryWe haven't asked ** ***-*** to pay us the difference, nor under the circumstances do we feel we should refund the $As you can see, ** ***-*** had access to a vehicle for days, did $worth of damage to it, and is only out $I don't mean to sound harsh here, but we are the ones that lost out in this transaction.If I can be of assistance to you as you close this case, please feel free to contact me at the following;Sincerely,

There is some miscommunication here. Our policy is to write a ticket on any vehicle we look at, even if we do not charge for it. We do this so we have record on anything we do to a customer's vehicle as well as it protects us through our insurance company. I can not allow a Tech to
address a vehicle without it. There was never any intention to charge ** *** for the fix to the heat shield. We were going to have it corrected and send her on her way but she became upset and decided to not allow us to.We will gladly address the issue and repair for ** *** at no charge if given the opportunity.Sincerely,Kenny P***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: The car has already been repairedRegards,*** ***

We offered to fix her vehicle the day she was in and again once we received the complaint. Since she has already had it taken care of, I am not sure what else we can offer to do. Sorry for the complaint and her displeasure but we did try to address

July 3, 2014
?Dear [redacted],I am responding to the follow up on [redacted]. I have attached a copy of the body shop invoice showing the $820 in repairs needed for the vehicle. The remaining $123 was to clean and detail vehicle.Again, our stance is that we are not refunding the $300 because of the expenses we incurred.
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There were no damages to that car I have pictures, and its such a coincidence that all of a sudden there were damages to the car that amounts to the $1000 dollars they were trying to get me to pay. I did not have that car for 48 days. I got the car on april 7th [redacted] who was the sales associate texted me on april 30th 2014 and said that my car was on the repo list because I didnt bring in a down payment of $1000 now that was the first time I heard about that. I immediately called thomas the Mitsubishi manager and left several messages and emails but he never returned my call or responded to my emails. So on May 1st I went up to the dealership and thats when I was informed that [redacted] lied about the $1500 rebate and that it was $1000 dollar rebate. So thats when I also was told that the $1000 dollars was for the tags which didnt make since because tags do not cost that much. So on May 3rd I took $300 dollars to ourisman because I really didnt know any better thats when they rewrote the contract and told me I needed to bring in the rest of the money by may 6th. So When I got to work that monday [redacted] started sending me disrespectful messages that I still have in my phone. I talked the entire situation over with my manager because I work for state farm and she clearly explained to me that I should have never paid them anything because the $1000 dollar rebate shouldve covered the sudden down payment plus there was never a financial institution on my paperwork nor was there anything about a $1000 dollar deductible. So after that I called and left several messages and emails to scott the financial manager for 4 days but he never contacted me back. So I just returned the car on may 11th and which was a sunday and I parked in in front of the chevy show room. The next day I gave the keys to the lady at the service desk and she came out to inspect the car and there were NO DAMAGES at all the car only needed to be vacuumed out. Then on May 16th [redacted] started sending me threatening texted messages that I still have today. Im asking for the $300 dollars back because I shouldn't have paid anything the rebate should have covered any expenses they were trying to get me to pay. I believe that someone there pocketed the money and If there were damages someone at the dealership did it out of anger and trying to get more money out of me. I just dont want another innocent customer like myself to go through what I went through at this dealership.  
Regards,
[redacted]

Review: On May 17th, 2014, I purchased a white 2014 Mitsubishi [redacted] from Ourisman Mitsubishi. My salesman was a gentleman named Clifton W[redacted]. After receiving a pre-approval letter in the mail and speaking with Mr. W[redacted] over the phone, I decided to stop into the dealership to look around and test drive a few vehicles. I told Mr. W[redacted] upon arrival that I was just beginning my car search and didn't plan to purchase anything that day. We chatted for a bit and after reviewing my financials, Mr. W[redacted] told me he could put me in a 2014 rather than one of the used cars I had my eye on. We decided to test drive a black 2014 [redacted] with tan interior and a tan racing stripe. During the test drive, Mr. W[redacted] asked me what my must haves were. I told him my only real must haves were automatic locks and windows, a USB port, and a [redacted] system. He assured me that those features came standard on the 2014 Lancer. He even chuckled and told me that in this day and age, those features came standard on most new cars. Unfortunately, when he tried to demonstrate the [redacted] system during our test drive, it didn't work. He said it was broken and since that car also had quite a few miles on it, when we returned to the dealership and I decided to make a purchase, Mr. W[redacted] and another salesman named Thomas (can't recall the last name) convinced me to take the 2014 white [redacted] off the showroom floor.

The car was sent to be cleaned and made ready for me while my paperwork was completed. After finishing my paperwork and getting the car back, Mr. W[redacted] apologized for the car not being thoroughly cleaned. My mother and I pointed out dusty areas and a few stains on the fabric interior to him. The gas tank was also empty. Mr. W[redacted] told me that he would go fill up the tank himself. He then revealed that the service department had "forgotten" to install the [redacted] system and that he did not have my second set of keys. I was very upset about this but Mr. W[redacted] told me that I could return in a week or two, when it was convenient for me, to pick up my second set of keys, get my car cleaned properly, and get the [redacted] installed. He said that he would call me that Monday to follow up. Days went by and I never received a call from him. I followed up by calling him on that Thursday. After much back and forth with the schedule, it was determined that I would come in on Thursday, May 29 at 8:00AM and ask for Mr. W[redacted]. He would then get me sorted with the service people. During that phone call, I also mentioned to Mr. W[redacted] that my car did not have a USB port as he'd told me it did. He said that would also be installed at my Thursday appointment.

On Thursday morning, I arrived back at the dealership at 8:00. It was dark and no one was around. I waited in my car for a bit then tried the door. The door was open and I walked in. However, no one was inside and the dealership was dark. After a few minutes, Mr. W[redacted] arrived via a back entrance. He flicked on the lights, apologized for the confusion, and showed me back to the service area. He asked me when I needed to be on my way to work and I told him 10:00am as I had an 11:00am meeting. He deposited me in the customer lounge and I waited for about an hour. At 9:50, Mr. W[redacted] came into the lounge and asked to speak to me. He told me that my car would not be ready until 12:30pm at the earliest and that the service team was upset because I was late. I told Mr. W[redacted] that I was not late, I was waiting for him because those were the instructions he gave me and I didn't know where to go. He apologized and said that he would try to get approval for a loaner car so that I could go on about my day but still get my car serviced. He came back upstairs and, in front of another customer, told me that his manager would not approve the loaner car because my deal was not worth anything to the dealership because I had not put enough money down. He further said that my car did not come with a [redacted] installed and he was having to get that done out of his own paycheck. He said that he was trying to handle things discreetly but since I was not being accommodating with my schedule for the rest of the day and the weekend, he didn't know how we could work it out. At this point I was humiliated, hurt, and very angry. I told him that I was taking my car and leaving because I had meetings all day as well as Friday. I reminded him that I was going out of town on Saturday and could not come back to the dealership over the weekend. Furthermore, I would be gone for a week and a half.

I asked for the name of the manager and Mr. W[redacted] said that his name was Joe F[redacted] and his extension was 7011. He told me that Mr. F[redacted] was in a meeting until 10:30 but that I could call him after that. I attempted to call Mr. F[redacted] several times that day and beyond but kept getting dropped into someone else's voice mail or Mr. W[redacted] would answer and tell me that Mr. F[redacted] was unavailable. During one of those calls, Mr. W[redacted] repeated his earlier statement that Mr. F[redacted] felt my deal was worthless to the dealership and that I was not entitled to a [redacted] system. Mr. W[redacted] said that Mr. F[redacted] did not think he should pay for it out of his check and that if I was not satisfied, I could just bring the car back. Mr. W[redacted] further stated that by him having to pay for the [redacted] system, I was taking money out of his household. I told him that I was sorry but that I had been told repeatedly that the [redacted] system was included. Since the discussion was going nowhere and I had work to do, we said our goodbyes and Mr. W[redacted] asked me to give him until Friday at 1:00pm to work it out. By Friday evening I still hadn't heard from him so I called him. He repeated his previous statements about how my deal wasn't a money maker and stated that my options were to bring the car back or pay for the [redacted] out of my own pocket. I was devastated! I asked him what kind of customer service this was and he told me that if I would take my emotions out of it, I would see that he really doesn't have any options. I told him that I felt lied to and like a bait and switch deal had been done. He told me that wasn't something for a Christian to say to another Christian and that he'd tried his best to fix it and nothing was ever good enough for me. He said that he admits that he made a mistake but mistakes happen and he cannot allow me to keep browbeating him about it nor can he keep beating himself up about it. He said that it's in the past and again, if I'm not happy I can't just bring the car back.

Ourisman Mitsubishi and it's staff lied to me in order to make a sale and now instead of owning up to it, they placed the blame on me and pressured me to bring my car back. That is grossly unfair and beyond unprofessional. In addition to not getting my [redacted] system installed, he has not given me my extra key, installed the USB port, or even had my car properly cleaned. I am a customer and do not deserve this kind of abuse. I emailed the General Manager, Mr. Kenny P[redacted], on May 31 and received a response on June 2nd stating that someone would be in contact with me regarding the problems. It is now June 26 and I have not heard from anyone regarding this issue. At this point, I am tired of dealing with Ourisman Mitsubishi and just want them to honor the promises made to me on May 17th when I purchased my vehicle.Desired Settlement: I would like Ourisman Mitsubishi to properly install the [redacted] system and provide my spare key as they said they would when I purchased the vehicle.

Business

Response:

We do owe [redacted] a detail of the vehicle, a secondary key, and an owner's manual. The [redacted] was not included with this vehicle. The vehicle was listed as "[redacted] Ready" or capable. The Salesperson stated that the [redacted] was included. Once he discovered it was not, we informed [redacted] that the vehicle did not have it, and that we could switch her to another model with the option but that it would be more money. She refused and wanted us to give it to her at no charge. We told her we could not do that. Our Sales Manager (Joe F[redacted]) contacted her to let her know that we could not do it and offered to take the vehicle back if she opted to. She did not. I don't know where else to go with this. We cannot give her a [redacted], and she did not respond to our offer of returning the vehicle if not satisfied. I apologize for the confusion from the Salesperson, but again we did present the option of switching vehicles or taking the vehicle back.-Kenny P[redacted]General Manager

Review: The first time I took my car to Ourisman Mitsubishi was June 18, 2018 when the "Service Engine Light" came on. I had scheduled an appointment over the phone and the advisor told me that I may have to leave it with them. So I ordered a rental car. However, when I got to the service department, before I could finish the paperwork the Service Manager was out using a machine to check the error code and came in and told me I needed a Gas Cap. I went over to the service center and got the $20 gas cap and the problem I thought was fixed. However, a couple months later on September 9, 2014 I had to take my 2006 Mitsubishi [redacted] GS to Ourisman Mitsubishi because the "Service Engine Soon" light was on again. I asked if he could use the same device to find out what the issue was. He told me his device was broken and he'd have to charge me the diagnostic fee around $122, but if I decided to get the car fixed they wouldn't charge me the fee. They discovered my 02 sensor was out and needed to be replaced. He said first quoted $507 for the repairs. I asked was it $507+$122 for the repairs and he stated no just $507. Well, I had to pay for the part for them to order so I paid $212.60 on that visit. He said he could have the part in a day and he would need the car for a couple of hours to allow the engine to cool so they could replace the part. I said fine and we scheduled for Thursday. When I returned on Thursday, I took and hour of vacation time from work to get there earlier, so that they'd have time for the engine to cool. I arrived around 3pm and was told the car was completed at 4pm. I was impressed with the fast service. However, a few days later I noticed a rattling sound when I was driving. When I turned my steering wheel to the right it sounded like something was literally falling off my car. I decided on 9/18/2014 to take my car back to Ourisman. When I arrived I went inside and found the same technician that had worked on my car previously and asked if he could come out and hear the sound. He said he would. While waiting for him the Service Manager drove up and I told him about the sound when he heard it he said "It sounds like the heater shield, I can write a ticket." I said "No, you won't write a ticket, it can't be, can you look and see if something needs to be tighten." Then the Service manager and the technician said they would show me when they got it up in the air. I told him "No, thank you." My mind went back to him saying that the engine needed to cool before the work was performed. When I didn't go and I asked for them to bring me my car, the Service Manager pulled my car around and said "Let me show you something." I said "No, thank you." He then said "We can fix it for free." I said "you are not touching my car again." When I was driving off he quoted my mileage at 128400 as if he was going to write a ticket for this and I was returning because there was nothing rattling before I brought it. I'm not happy with the service. Also, he better not write a ticket for a service visit when the car sits idle you hear the rattling.Desired Settlement: No charge for the follow up visit if that was the Service Manager's plan and have them never contact me again.

Business

Response:

There is some miscommunication here. Our policy is to write a ticket on any vehicle we look at, even if we do not charge for it. We do this so we have record on anything we do to a customer's vehicle as well as it protects us through our insurance company. I can not allow a Tech to address a vehicle without it. There was never any intention to charge [redacted] for the fix to the heat shield. We were going to have it corrected and send her on her way but she became upset and decided to not allow us to.We will gladly address the issue and repair for [redacted] at no charge if given the opportunity.Sincerely,Kenny P[redacted]General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: The car has already been repaired. Regards,[redacted]

Business

Response:

We offered to fix her vehicle the day she was in and again once we received the complaint. Since she has already had it taken care of, I am not sure what else we can offer to do. Sorry for the complaint and her displeasure but we did try to address.

Review: I Went up to the dealership on a saturday April 5,2014 and I took my step dad with me. I originally went to go look at a 2011 [redacted] and The sales lady that Helped me Is name [redacted]. She showed me the car and told me that I could drive off with that car the same day. But we couldnt get the financing to go through for the [redacted] so she explained to me that if I purchased a new 2014 Car she would be able to work with me better with the financing and told me that I would recieve a $1500 dollar rebate with the new car purchase that will be considered the down payment. But I wasnt interested in the Truck that she wanted to sell me so me and my step dad left. Not even 30 min after we left the dealership [redacted] called back and told me that she got a company to finance me for the [redacted]. So I told her that I will return on monday. So Monday April 7,2014 I went up to the dealership at 5:30pm exspecting to get the [redacted]. But when I got there she said that she couldnt get me financed for the Used [redacted] that was $18500.00 but she could get me financed for a 2014 car because of the rebate. So She sold me a 2014 Mistubishi [redacted] it was black with purple seats and it had a nav and push start but it looks like a smart car and she said that I will get a $1500 dollar rebate. on May 2,2014 [redacted] called me and said that I was on the Repo list becuase I didnt bring in $1000 dollars for the down payment. I was shocked and asked her well what was the $1500 dollar rebate for and she said it had already been applied to the car. So I went next door to the ourisman [redacted] and Spoke with the fiance Manager [redacted] and he said that the rebate was only for $1000 dollars and that I still owed them $1000 but he claimed that money was going to MVA for the tags which did not make since to me. I clearly explained what was verbally said to me on 4/07/2014 By [redacted] and he said she gave you wrong information and said I wasnt on a repo list but I was just delaying my hard tags until I brought the money in. So I gave him $300 dollars cash (have reciepts) toward the downpayment and they reprinted a new contract saying that my current contract had expired. Then I went home and looked at my old contract ( from 4-7-14) which did not indicate I needed a down payment. Plus there was no finace company on there. So the next day I called and asked who was the finace company and no one could give me an answer. Which means they never had a finance company to finance me in the first place, which I was confused about why did they need $1000 dollars. But no one could answer my question. [redacted] the sales lady kept calling and texting me harassing me and making threats. I also kept getting emails saying that they needed the rest of the down payment $700 dollars to finish the deal and they had to print out a new contract for the third time. By this time I was upset and told them that they can have the car back so I took it back up there on 5/18/2014 with no damages to the car it only needed to be vaccumed out and explained that I wanted my money back. On 5/20/2014 around 6:00pm [redacted] texted my phone threating me saying that they were going to put a warrent out for my arrest unless I paid for damages on the car ( which there are NO damages to that car) and I have pictures. I feel like they pocketted that money and they falsified information from day one and Im an not the first person Oursiman Mitsubishi tried to pull this stunt on and something needs to be done Fast. They need to be shut down for good.Desired Settlement: $300.00 which I have a Receipt for. Plus I missed work dealing with this crazyness

Business

Response:

June 20, 2014Dear [redacted],In receipt of your letter detailing the complaint filed by [redacted]. We did sell [redacted] a 2014 [redacted] on April 7th of this year. I don't know further details on the [redacted] mentioned in her letter.As far as the transaction on the [redacted] agreed to pay us a down payment of $1,000. She brought us $300 as detailed in her letter, but never responded to numerous phone calls to pay the remaining $700. After waiting 48 days, we finally asked her to return the vehicle to us.Once the vehicle was returned, there was $943 of damage to the right rear door. We had to repair the door before we could return the vehicle to inventory. We haven't asked [redacted] to pay us the difference, nor under the circumstances do we feel we should refund the $300. As you can see, [redacted] had access to a vehicle for 48 days, did $943 worth of damage to it, and is only out $300. I don't mean to sound harsh here, but we are the ones that lost out in this transaction.If I can be of assistance to you as you close this case, please feel free to contact me at the following;Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There were no damages to that car I have pictures, and its such a coincidence that all of a sudden there were damages to the car that amounts to the $1000 dollars they were trying to get me to pay. I did not have that car for 48 days. I got the car on april 7th [redacted] who was the sales associate texted me on april 30th 2014 and said that my car was on the repo list because I didnt bring in a down payment of $1000 now that was the first time I heard about that. I immediately called thomas the Mitsubishi manager and left several messages and emails but he never returned my call or responded to my emails. So on May 1st I went up to the dealership and thats when I was informed that [redacted] lied about the $1500 rebate and that it was $1000 dollar rebate. So thats when I also was told that the $1000 dollars was for the tags which didnt make since because tags do not cost that much. So on May 3rd I took $300 dollars to ourisman because I really didnt know any better thats when they rewrote the contract and told me I needed to bring in the rest of the money by may 6th. So When I got to work that monday [redacted] started sending me disrespectful messages that I still have in my phone. I talked the entire situation over with my manager because I work for state farm and she clearly explained to me that I should have never paid them anything because the $1000 dollar rebate shouldve covered the sudden down payment plus there was never a financial institution on my paperwork nor was there anything about a $1000 dollar deductible. So after that I called and left several messages and emails to scott the financial manager for 4 days but he never contacted me back. So I just returned the car on may 11th and which was a sunday and I parked in in front of the chevy show room. The next day I gave the keys to the lady at the service desk and she came out to inspect the car and there were NO DAMAGES at all the car only needed to be vacuumed out. Then on May 16th [redacted] started sending me threatening texted messages that I still have today. Im asking for the $300 dollars back because I shouldn't have paid anything the rebate should have covered any expenses they were trying to get me to pay. I believe that someone there pocketed the money and If there were damages someone at the dealership did it out of anger and trying to get more money out of me. I just dont want another innocent customer like myself to go through what I went through at this dealership.

Regards,

[redacted]

Business

Response:

July 3, 2014?Dear [redacted],I am responding to the follow up on [redacted]. I have attached a copy of the body shop invoice showing the $820 in repairs needed for the vehicle. The remaining $123 was to clean and detail vehicle.Again, our stance is that we are not refunding the $300 because of the expenses we incurred.Sincerely,