ComplaintsforBow Mitsubishi

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****, I'm filing this complaint regarding my brand-new Mitsubishi Outlander SEL 2023. I checked a lot of information about the vehicle and decided to buy this model as Mitsubishi has a reliable reputation. So, the car is basically new. In April 2024, we noticed the extent of the rust deterioration, and I'm still shocked and disappointed with this situation. When we discovered the issue, we reached out to the dealership where we purchased the vehicle: Bow Mitsubishi in Calgary, Alberta for further information or help. However, the response we received was disheartening. The dealership's representative, *******, called us back saying that this amount of rust (I'm attaching the same photos I sent to the dealership) is a normal condition for the new car after 10 months of usage. His tone was dismissive, lacking the empathy and his voice was 'robot-like' careless. I don't believe that for Mitsubishi this condition is 'perfectly normal'. On April 17, 2024, we contacted Mitsubishi ****** to get help (you can find the attached email threads from the representative ********). However, their 'investigation' was based on the words of the service manager at Bow Mitsubishi (probably ******* we were talking to before) without the involvement of an impartial/independent professional(s) or providing any documentation/reports of the investigation. I hope you can propose some solution to address this unexpected concern. Thank you for your attention to this request. I eagerly await your prompt response. Warm regards, *************************

  Customer response

  05/07/2024

  Hello ****,

  Yes, we have the warranty, I'm attaching the page from the service book, where we have the details in case of corrossion, but dealership says that as long as we don't have the whole, it's not covered by warranty. But this amount of corrosion after 10 months of driving is absurd amount of rust, which showing that low quality materials were used, which is not acceptable for Alberta and it's weather conditions.

  We would like to have underneath part of the vehicle to be replaced with stainless steel to prevent rust or that Mitsubishi will recall this model, as we observed that other owners have similar problem: in one particular forum, we learned that out of ****** recent Outlander owners, many have encountered identical rust issues. 
  Furthermore, we observed that similar categories of vehicles utilize stainless steel on these critical parts to prevent corrosion and extend the vehicle's lifespan and usage. We hope that Mitsubishi will consider implementing similar measures for our vehicle to ensure its longevity and maintain its pristine condition.

  Business response

  08/07/2024

  Our Fixed Operations Manager, ******, has reached out this morning at 9:50am to the customer via phone and left a voicemail. He will work with the customer to either find a resolution or provide a better explanation at which point the BBB complaint will be updated. 

  Thank you,

  Customer response

  09/07/2024

  Dear ****,
  Thank you for your prompt response regarding my complaint (ID ********* against Bow Mitsubishi. I appreciate the BBB's assistance in this matter.
  After reviewing Bow Mitsubishi's message, I would like to request that any further communication from them be provided in written form via email. In our previous interactions, their phone calls have been dismissive and have not addressed the issue to our satisfaction. They have consistently tried to downplay the problem and suggest that the rust deterioration is not an issue, which we find unacceptable for a new vehicle.
  Previously,when we discovered the rust problem, we initially contacted Bow Mitsubishi directly (three months ago). They responded with phone calls, stating that nothing could be done and that the rust was not a problem. This dismissive approach has left us feeling unheard and frustrated, and we don't want to find ourselves in the same situation again.
  To ensure transparency and accountability, we would like to receive an official written response from Bow Mitsubishi, facilitated through the BBB. This will ensure that the response is formal, documented, and in accordance with regulations.
  Thank you for your understanding and continued support. We look forward to resolving this matter satisfactorily.
  Warm regards,
  *************************

  Customer response

  12/07/2024

   
  Complaint: 21943109
  
  I am rejecting this response because: After reviewing Bow Mitsubishi's message, I would like to request that any further communication from them be provided in written form via email. In our previous interactions, their phone calls have been dismissive and have not addressed the issue to our satisfaction. They have consistently tried to downplay the problem and suggest that the rust deterioration is not an issue, which we find unacceptable for a new vehicle.
  Previously, when we discovered the rust problem, we initially contacted Bow Mitsubishi directly (three months ago). They responded with phone calls, stating that nothing could be done and that the rust was not a problem. This dismissive approach has left us feeling unheard and frustrated.
  To ensure transparency and accountability, we would like to receive an official written response from Bow Mitsubishi, facilitated through the BBB. This will ensure that the response is formal, documented, and in accordance with BBB regulations.
  Thank you for your understanding and continued support. We look forward to resolving this matter satisfactorily.
  
  Sincerely,
  
  *************************

  Business response

  22/07/2024

  Here is our response to the consumer:

  Hello ****,
  
  
  I would like to arrange a time to inspect the vehicle. Regarding your past experiences with Bow Mitsubishi, our staff was adhering to the guidelines set by Mitsubishi Motors concerning your perforation warranty. Rust can have various causes, and Mitsubishi only covers manufacturing defects. As intermediaries between the customer and the manufacturer, we must follow these guidelines. That being said, I would like to inspect your vehicle to see how Bow Mitsubishi can assist you.
  
  
  Thank you,
  
  
  *********************** | Fixed Operations
  Bow Mitsubishi

  Business response

  22/07/2024

  Here is our response to the consumer:

  Hello ****,
  
  
  I would like to arrange a time to inspect the vehicle. Regarding your past experiences with Bow Mitsubishi, our staff was adhering to the guidelines set by Mitsubishi Motors concerning your perforation warranty. Rust can have various causes, and Mitsubishi only covers manufacturing defects. As intermediaries between the customer and the manufacturer, we must follow these guidelines. That being said, I would like to inspect your vehicle to see how Bow Mitsubishi can assist you.
  
  
  Thank you,
  
  
  *********************** | Fixed Operations
  Bow Mitsubishi

  Customer response

  29/07/2024

  Hello,

  Thank you for your response.

  Until now, we have been in touch with Bow Mitsubishi, and each time we were told that nothing could be done about the rust issue, effectively denying any possible solution. Given this history, we are hesitant to drive 60km to the dealership only to hear the same conclusion again.
  To avoid wasting time, we can provide Bow Mitsubishi representative with detailed photos or videos of the current state of the car for their review. We request that Bow Mitsubishi will review these materials and send us an email with their recommendations and any possible solutions.
  We need to know if Bow Mitsubishi will replace the affected parts or take any significant action to address the rust issue. If we receive positive feedback and a clear plan of action, we will be more than happy to move forward and bring the vehicle in for further inspection.
  Thank you for your understanding and cooperation.
  Best regards,
  ****

  Customer response

  29/07/2024

   
  Complaint: 21943109
  
  I am rejecting this response because:

  Thank you for your response.
  Until now, we have been in touch with Bow Mitsubishi, and each time we were told that nothing could be done about the rust issue, effectively denying any possible solution. Given this history, we are hesitant to drive 60km to the dealership only to hear the same conclusion again.
  To avoid wasting time, we can provide Bow Mitsubishi's representative with detailed photos or videos of the current state of the car for their review. We request that their specialist will review these materials and send us an email with their recommendations and any possible solutions.
  We need to know if Bow Mitsubishi will replace the affected parts or take any significant action to address the rust issue. If we receive positive feedback and a clear plan of action, we will be more than happy to move forward and bring the vehicle in for further inspection.
  Thank you for your understanding and cooperation.
  Best regards,
  
  Sincerely,
  
  *************************

  Business response

  31/07/2024

  Hello ****,

  
  Thank you for your response.
  We understand your concerns regarding the rust issue and the distance to our dealership. However, in order to accurately assess and address the problem, we need to see the vehicle in person. Photos and videos do not provide us with the level of detail required for a thorough evaluation. Please note that this visual inspection does not guarantee the replacement of any parts. We will do everything in our power to address your concerns while adhering to Mitsubishi Motors' warranty policies.
  If the drive to Bow Mitsubishi is too far, you are welcome to try another Mitsubishi dealership that may be more convenient for you. We want to ensure that your issue is resolved, and any authorized Mitsubishi dealership should be able to assist you.
  We appreciate your understanding and cooperation.
  Best regards,
  
  ***********************

  Fixed Operations Manager

  Bow Mitsubishi

• Initial Complaint

  22/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2008 Corvette from Bow Mitsubishi in Dec 2023. Before buying it, I requested a test drive but was denied as the car was parked in the showroom. On Dec 11th, 2023 I was presented with a mechanical fitness report of the car, so I agreed to sign the deal. On Dec 13, I took it on test drive for the first time. The car had a loud ticking noise coming from the engine. I told *** about it and he admitted that they knew about this noise and they didn't inform me as they assumed it's normal. Please note that the fitness report had no mention of this ticking noise either. I asked *** that I'll get it inspected from GMC and will bring it back should they diagnosed it as an issue, on which he agreed. Moreover, on driving home, just ~5km down, the Traction control and check engine light (***) came on. I took the vehicle the next day to ***** GMC; they diagnosed that the tick noise is not normal and they found metal shavings and pieces in the drained engine oil (report attached). They mentioned that they'll need to open the engine to find the exact issue but it must be a major problem. Moreover, it had misfires in certain cylinders. I took it back to Bow Mitsubishi the same day, told ******************************* (GM at Bow) about the diagnosis and dropped the car with them. *** contacted me to pick up the vehicle on Dec 21, 2023 and *** told me that they fixed the issues and there is nothing wrong with the vehicle anymore. I collected it and took it straight to ************ for another diagnosis. ************ report reiterated that the tick noise is not normal and found the same issue of metal shavings (along with some metal pieces) in engine oil and mentioned that it is indicative of a deeper issue with the engine (report attached). The *** also came back on after ~2km of driving from ****.I forwarded inspection reports to *** but he is still adamant that there is nothing wrong with the car. I need to return the vehicle with full refund as I was misrepresented about its condition.

  Business response

  26/01/2024

  ****** purchased the vehicle and asked us to have it remain in the showroom until he could find a buyer for his Stingray Corvette. He has made some false accusations about Bow Mitsubishi claiming to not being advised of the non-compliant ***** items. He chose to get a discount rather than have the tires, brakes, and rotors repaired. He signed off on the non-compliant ***** inspection form and finally took possession of the vehicle. He later began to claim there was a ticking noise which is very common in the Z06 engine and has been confirmed by our technicians and many Z06 owners. He then drove the corvette out to Airdrie in snowy winter conditions and began to complain about the tires being slick and non-compliant, which he was advised were non-compliant. He then had the vehicle inspected at Airdrie GM. He had them stop the inspection halfway as he said he found shavings of metal on the oil. We asked ****** to have the vehicle brought here to correct any issue. As this vehicle has some aftermarket modifications which ****** was also aware of. We not only checked for the oil shavings, but we also took the vehicle to a specialty corvette tuning service center to have the vehicle properly tuned. After inspection and tune, we confirmed with our technicians that the vehicle is in perfect working condition.
  
  We have done our part to ensure that the vehicle is as presented to the customer.We have already spent upwards of close to $3000 to resolve this complaint, with no additional charge from us to the customer. We believe a large reason for ******* complaint is a lack of knowledge of the Corvette Z06. We also watched him drive away and could only reinforce his lack of knowledge of the vehicle as he drove the vehicle hard and recklessly. We feel this is a case of buyers remorse. 

  Customer response

  26/01/2024

  
  Complaint: 21182530
  I'm rejecting the response on the grounds (each point addressed in a bullet point):
  1. The vehicle was already inside the showroom. So, there is no question of me 'asking' to keep it inside. As a matter of fact, I was denied from test drive on these grounds until the deal had been signed.
  2. The engine ticking noise was noticed by me during the test drive and brought up to *********** (the Salesperson) right after it. It was acknowledged by ***, and later on by ******************************* (GM at Bow), that they knew about this noise. The respondent's use of the term "later" shouldn't imply that this issue came on after I bought the vehicle.
  3. Tires/brakes/rotors aren't the issue. These are brought up here by the respondent as mere distraction.
  4. The investigation at ******* (*****) GMC was stopped when the ticking noise was confirmed as an issue. This was the sole purpose of the diagnosis.
  5. Not only the metal shavings but metal pieces too were found in the oil NOT by me but by 2 Dealerships (***** & ****).
  6. This point is very important; I was never told at any point that this vehicle is modified in any terms. This is the first time I'm being informed of this. This is a false accusation that I was aware of any mods.
  7. I haven't been provided with any reports from any third party that the vehicle has no issues, and that this ticking noise is "normal". Contrarily, I attached 2 diagnostic reports from 2 different third-party GMC dealerships and GMC produces the LS7 engine that is housed in this vehicle.
  8. The reason of complaint is not a lack of knowledge on my end, but the two diagnostic reports mentioned above.
  9. The respondent is not an authority to determine the reckless driving and to make this accusation, is again, an attempt to cause a distraction.
  10. This case is NOT of "Buyer's Remorse" but of Deceptive Advertisement from the seller. From ****** reviews, one can see that this is obviously not their first time.

  Sincerely,
  
  ***************************

  Business response

  13/02/2024

  Hello, 

  The vehicle was inspected and sent out to be tuned after the customer complaint, on December 21st, 2023.

  Thank you, 

   

• Initial Complaint

  01/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order at BOW MITSUBISHI on July 24th 2023 for a used ***** Civic.1.I paid $*** to have the vehicle inspected as they requested.They promised to deliver me a good quality car.When I picked up the car on 27th July,I found a lot of obvious smashed and peeled paint on the car body that has not been repairedThe salesperson replied that the $*** charged only includes the Mechanical Fitness Assessment and the report showed everthing is good.2.28th, when I was waiting for a red light, I felt the car vibrate obviously, I contacted the salesperson and was told to continue to observe?3.29th, my husband and I were driving out, and we could clearly feel the vibration from time to time while driving. We even discovered that the headlights were not working.4.30th,Sunday,the store close.5.31st, we went to the store to asked to return the car but was refused. They fix the light problem and claim it's just a bad light buble and no issues with the car vibration. My appeal now is to return the car. 1. The inspection of the vehicle should be the responsibility of the dealer before sale but they asked me to bear the cost. I don't know if this complies with the regulations. 2. The salesperson told me that because it is a used car, there is no warranty. They will guarantee it for up to two weeks, and I will be responsible for any problems with the car after that. I'm also not sure if a warranty of only two weeks is comply the rules. 3. Even if the headlights are broken, they can't check them out. Their inspection report and now claiming that the engine has no problems can no longer win my trust.4.I need to solve the problem right away instead of later .They can still claim that I am just unlucky or out of warranty and I have to pay for it by myself.5. My job requires a lot of driving and I am concerned about continuing to drive this car. I can't imagine how bad it will be for a lady stranded in the snow and ice in the coming winter due to a vehicle breakdown.

  Business response

  29/08/2023

  All of the concerns have been addressed and corrected since the date of this complaint. The vehicle is in great working condition at no additional cost to the customer. We trust that the issue has been resolved. 

  Customer response

  31/08/2023

   
  Complaint: 20402637
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********

  Customer response

  31/08/2023

  My claim is to return the car.
  I picked up the car on July 27th and found the body vibrating on the 28th. I contacted the dealer immediately and requested to return the car on the 31st(the dealer was closed on the 30th),but was rejected.
  The dealer charged me $999 for the inspection and restoration of the car.But I only get one assessment that showed everything is working fine with the car.When I asked why many paint peeling marks on the body were not repaired. The dealer replied that $99 is just this assessment.
  The assessment shows that all functions of the car are work well, but actually one of the headlights didnt work.The dealer claimed the bulb was broken and replaced it .
  The car will vibrate when driving,sometimes severe and sometimes slight.When I reported this situation, the dealer still replied that this is normal.
  I found that the oil meter was also in a mess which couldnt give me a correct indication of how much oil still available so I send an email to the fixed operation manager on August 7th and CC the General manager,but I have not received a reply so far.When I talked with the sales person,the answer was also,thats normal!
  
  The dealer issued a assessment that showed all functions of the car were normal, but some of the most obvious functions such as lights and oil meter were not working properly.Therefore, I am very worried about the quality of this car.Because it is a used car, the dealer also claims that the warranty period is only 2 weeks, so if the car has quality problems,the loss will be borne by myself.
  To sum up,I claim to return the car.If the dealer doesnt agree to my return request ,at least they should come up with their solution instead of always answering that everything is normal.This doesnt dispel my concerns.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩