ComplaintsforJacobs Mitsubishi

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-12-2024, my son took his 2007 Mitsubishi Outlander to Jacobs Mitsubishi on US19 in *********************, *******, for three recalls, including a stop lamp switch replacement. He also requested a diagnostic for an engine warning light. The service center assured us that they would check everything with the diagnostic. The results indicated a cracked fuel cap, a fuel pressure sensor, and some minor upkeep and maintenance. Nothing was noted about the brake system in the status report. Upon picking up the car, my son drove 1/4 mile down the road and pulled into the left turn lane. He called me, stating that the car would only accelerate to 10mph and the brake pedal was stiff. I returned to the service center and informed them of the issue. An employee insisted that my son drive the car back, despite my concerns. When my son arrived, his brakes were smoking. The mechanics immediately inspected the cabin of the car, but did not check under the hood until they took it into the bay.Upon further research, we discovered that over-tightening the stop lamp switch, which was one of the recalls addressed, could cause the exact problem we experienced. I contacted Mitsubishi *************** in *********, which opened a case and asked me to work with the dealership to resolve the issue. They also stated that the dealership should have towed the car back, as all damage could have been avoided. I believe the resulting damage to the brake system should be remedied by the dealership.This complaint is to address the negligence and poor service provided by Jacobs Mitsubishi, resulting in severe damage to our vehicle and potential danger to our safety. We request immediate action to resolve this issue and hold the dealership accountable for their actions.

  

  Business response

  08/07/2024

  Dear ********,

  Thank you for your feedback. We have thoroughly reviewed the situation regarding the service performed on July 11, 2024, at Jacobs Mitsubishi and wish to clarify the events and our findings.

  Service and Diagnosis:
  Your son brought the vehicle in for three recall services and requested a diagnostic check on the check engine light. The recalls were completed as required, and a diagnostic was performed, which revealed several issues unrelated to the recalls, including:

  Damaged fuel tank temperature sensor.

  Cracked gas cap gasket.

  Several CAN bus-related codes, likely due to an aftermarket installations.

  Low coolant levels, indicating potential underlying issues.

  We provided your son with the diagnostic results and recommended several maintenance and repair actions, which he declined. Contrary to the claims made in your complaint, there was no in-depth diagnostic or inspection requested or performed on the brake system during this visit.

  Post-Service Incident:
  After leaving the dealership, your son reported that the vehicle wouldnt accelerate beyond 10 mph and that the brakes were stiff. Despite this, rather than requesting a tow, he chose to drive the vehicle back to the dealership, which we strongly advise against in such situations. Upon return, the vehicle exhibited signs of significant brake wear, including a strong smell of burnt brake pads.

  Our technicians inspected the vehicle and confirmed that the brake pedal switch was functioning correctly, contrary to your assertion that it was over-tightened. Further inspection revealed that the brake fluid was overfilled and dark, suggesting a lack of regular maintenance, which likely contributed to the issues experienced.

  Customer Conduct and Resolution:
  Its important to note that during this process, our staff was subjected to inappropriate behavior, including yelling and accusations. Despite this, our team remained professional and offered to perform additional diagnostics at no charge, which was declined.

  Given the lack of maintenance observed, aftermarket modifications, and the refusal to allow further inspection, we firmly believe that the issues experienced were not caused by the services provided at Jacobs Mitsubishi. We stand by the quality of our work and the professionalism of our staff.

  We are prepared to work with you to address any legitimate concerns regarding the vehicles condition. However, it is crucial to recognize the role that maintenance and external modifications may have played in this situation.

  Customer response

  08/08/2024

   
  Complaint: 21998293
  
  I am rejecting this response because:

  Business stated that my son CHOSE to drive the car back. As I have stated in the past... They told him he HAD to drive it back even after I told them it wasn't safe and my son had immediately pulled off the highway into the turn lane. I specifically told the woman behind the service desk that they needed to go get the car and figure out what they did wrong. The manager said he HAD to drive it back and gave me a back road route to drive back to the shop. As stated... the problem of brakes sticking is not caused by "old, dark brake fluid". Three mechanics, including a master mechanic have stated that the stuck brakes can be caused by improperly installed stop lamp switches which was the recall that the car was in there to have done.

  I did raise my voice because they insisted that it was not their fault even though the car had no other mechanical issues before going into the shop for RECALLS. This business has continued to lie and obfuscate their culpability at every turn. Even though I have had two confrontations with the same "Manager" they refuse to name him so he can be held accountable. Nobody from the dealership has returned one call or email about the situation. They only responded to a bad online review with a form letter reply to call but the phone is either not answered or any messages I leave are ignored.

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have Service Plan through ********************* the policy number is PN4613463. I just want to cancel this policy, as it has been technically less than 30 days. I am to get the $2940 and any taxes added in that deal to be refunded to my auto loan #********* with ******************** I went to the dealership 05/13/2024 and have a written statement that is signed by the financial advisor and I to cancel the service plan. It has not been resolved. I have yet to be called, emailed, or seen anything that resemblesa refund or an answer to myquestions and issues. VyStar states the Service Plan is till active and ********************* states nothing has been reported or even turned in.

  

  Business response

  06/20/2024

  Thank you for reaching out and for being a valued customer of **********************. I will coordinate with our accounting team to expedite your warranty cancellation request and ensure it is properly processed and refunded to the bank. Thank you again for your trust in us, and I hope you have a wonderful day.

  Customer response

  06/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck from them for my sons 18th birthday present. I signed all paperwork and denied all extra coverage. They called me back 2 days later and told me they had a bank that gave me a lower interest rate and I needed to come back in to sign paperwork to take advantage of the lower interest rate. When I came back in to sign paperwork they snuck a maintenance plan on the new paperwork without telling me. I called them once I noticed this and they said they would cancel it and refund me and I had to send a email to a lady named ***** I believe and they would issue the refund check. This has been going on and I have been getting the run around for over 2 months. I have been advised to start here. They lied to me multiple times and should not be allowed to do buisness if this is their model.

  

  Business response

  06/13/2024

  Dear ******************,

  Thank you for being one of our valued customers. I apologize for any delays in processing your request. I have spoken with the General Sales Manager (GSM), and I am pleased to inform you that your request has already been processed and resolved. We greatly appreciate your business, and please don't hesitate to reach out if you need any assistance in the future.

  Have a wonderful day!

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle here and drove it from their dealership to my home in ********. Upon arrival to my home, I noticed several areas of the front painted bumper were peeling or missing paint. I contacted them. They basically accused me of damaging the vehicle. All I did was drive it. No damage by me whatsoever. $2000.00 or more out of my pocket now need to pay to have this fixed. Not a good place, in my opinion. Not to be trusted to stand behind their cars. So disappointing.

  

  Business response

  06/13/2024

  Dear ******************,
  
  We are sorry to hear about your concerns with your new vehicle. After reviewing the photos and the deal jacket, we did not see any damage at the time of sale, nor was there any documentation indicating that repairs were owed.
  
  Unfortunately, issues can sometimes arise during long trips, such as from ******* to ********, that *** not have been noticeable initially. Fortunately, if the problem is limited to the bumper, repairs should only cost a minimal amount to repair.
  
  We hope you still had a great overall experience. We value you as a customer and look forward to serving you in the future.
  
  Best regards,

  *******************

  Customer response

  06/13/2024

   
  Complaint: 21733630
  
  I am rejecting this response because:

  I had to pay $2400.00 to have the front end painted and repaired.  This company should stand behind a defect like this.  Its unconscionable and wrong.  Id like them to pay for the cost to make this right.  All I did was drive the car.  Thats it  They sold me a lemon.  They might not have known it, but it cost me $2,400.00!!!  Thats criminal, in my book  

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/19 23 I purchased a 2006 Lexus, and I was charged $225.00 for a new tag. However ,according to The *** I did not receive a new tag, just a extension for 3 months until 1/15/2024. I went back a few times to try and get a refund, but they said it is customary to charge for a new tag even though they do not provide one. I think this is bordering on fraud,

  

  Business response

  04/08/2024

  Dear ********************,

  Thank you for reaching out to us. We've thoroughly reviewed your account and the charges related to the tag transfer process. In *******, acquiring new tags, including license plates and registration, typically exceeds $400. Your invoice shows a charge of $82.35 for license plate registration, while the additional $225 represents the agency fee for processing the tag on your behalf.

  It's common practice for large dealerships like ours to utilize agencies for tag and registration processing, which incurs associated fees. We hope this clarifies any questions or concerns you may have had regarding the charges.

  We truly value your business and are grateful for your purchase of the 2006 Lexus. We trust it will bring you joy for years to come. Should you require any further assistance, please don't hesitate to reach out. We are committed to providing the best possible service to all our customers.
  Thank you once again, and have a fantastic day.

  Customer response

  04/09/2024

   
  Complaint: 21544837
  
  I am rejecting this response because:The DMV person that I dealt with had the same situation and went to the dealer and received a $255.00 refund.I was a Franchise dealer in the 70's with 2 Dodge dealerships and one GM, and I know this is all BS, but just adds additional profit to the deal.I thought all these Dealers that operated this way were put out of business.(think *********************) who had to sell and move to Ga.This on top of a $1200.00 predelivery(outrageous cost)
  I had to spend $7000.00 on the car to get in the mechanical shape that it should have been in( I have been offered 30K for the car) but I will never sell it. I know all the dirty little tricks some dealers use, but I never did.
  Sincerely,
  
  ***************************

  

  Business response

  04/11/2024

  Thank you for reaching out. Regrettably, the landscape has significantly evolved since 1970, necessitating the integration of costly technology to optimize our vehicle sales across multiple dealerships. While we occasionally yearn for the simplicity of bygone days, characterized by agreements sealed with a handshake and a written contract, we are committed to adapting to the demands of the modern era.

  Our foremost aim remains your satisfaction with your vehicle for years to come. Should you require any assistance or repairs in the future, please don't hesitate to reach out. We are dedicated to serving you and ensuring *************** needs are met with utmost care and attention.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used Porsche and had a terrible experience. ******** sold me an extended car warranty and omitted and misrepresented facts. Did not disclose deductibles and stated that Porsche dealerships would accept this Axiom warranty. Not true. I talked to two service managers at Porsche dealerships and they stated they do not accept Axiom. ******* a manager, was fired because he invited my wife and I to come in and ******** wasn't there. Also stated I was wrong about Porsche. Decided to confront *********************, general sales manager with my concerns and he immediately became combative. Stated I am responsible for not reading my contact although this has no relevance to Porsche dealerships not accepting Axiom warranty. **** also. explained that he did not send me an email albeit the fact that his name was on email as sender. **** also explained he did not receive my email enumerating my issues, albeit the fact that I sent it to his email address. Moreover, I did not receive a return email saying mine was undeliverable. **** at no time wanted to take ownership of these issues and continued to obfuscate. I was u unequivocal when I explained to **** that I was a State Farm agent for.42 yrs. and insured several thousand policyholders. My team members were all licensed by **************** and we're required to attend ******************** classes. I stated his employees should be required to do the same thereby attaing some degree of product knowledge. Also, before I met with **** for the first time, ******** explained that **** the sales manager was terminated for having invited my wife and I in when she wasn't there. I explained that proved my point that **** lied about not having received and read my email since those facts were only stated in email to him. Last of all, our personal rep at PNC bank stated that $4000 warranty that I purchased and canceled netted dealership $2800. These are all reasons to do business with these people at your own peril.

  

  Business response

  04/08/2024

  Dear ****************,

  Thank you for reaching out to us with your inquiry. Following your query, we conducted thorough research and reached out to other Porsche dealerships in the vicinity regarding Axiom Warranties. We found that all of them, with the exception of ************, continue to accept Axiom Warranties.

  It appears that ************ has recently altered its internal procedures, opting to exclusively promote their own products, thereby deviating from the customary practice observed by 99% of dealerships, which generally accept third-party warranties without reservation. For instance, within our dealership group, we readily honor warranties from all third-party providers, as long as we are compensated for the services rendered.

  This departure from the norm by one dealership is rather unusual and its rationale remains unclear. In light of this, we strongly advise bringing your vehicle to us for any warranty-related matters. Doing so ensures that all necessary procedures are adhered to accurately when processing claims with the warranty provider. Moreover, our existing business relationship with the company enables us to expedite the claims process, thereby minimizing any inconvenience.

  We trust that this additional information addresses your concerns satisfactorily. Please feel free to reach out should you require further assistance. Wishing you a wonderful day, and we eagerly anticipate the opportunity to serve you in the future.

  Customer response

  04/09/2024

   
  Complaint: 21517763
  
  I am rejecting this response because:

  The unprofessional manner in which ******** represented herself to me was rude. The unprofessional manner with which ****, the general sales manager presented himself was also rude. Not adequately explaining why he denied sending an email with his name on it, begs the question as to his credibility. Denying that he received an email from me sent to his email that was sent to me speaks volumes about their lack of full disclosure and more concern about shielding themselves from criticism.  ************** that the dealership earns which is $2800 on a $4000 premium is also totally unjust towards the consumer.  That information, as stated in the complain was given to me by a PNC Finance Manager we've known for several years.  ******** explained to my wife and I that she represented PNC also and stated she could beat our rate of interest, albeit the fact that she did not know what ours was at the time. Clearly, ******** exhibited no business acumen and no integrity.

   

   

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

• Initial Complaint

  02/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October of 2022 I took my vehicle in for an oil change to Jacobs Mitsubishi . In November of 2022 my car broke down in the middle of the road. I had it towed home as I had no money for repairs at the time. I then used my daughters car for a few months until I had $ for repairs. Then in March of 2023 I had my vehicle towed to a my mechanic who said that my car had no oil , no transmission fluid, and that someone had put brake fluid in my coolant system. I had to pay $1600 for a transmission flush, a coolant flush and the mechanic said to say lots of prays that this would work. My car has been running fine, but the mechanic said he doesnt know how, today 2/22/2024 I had my oil changed and my mechanic said my coolant system is like jello, the flush didnt get all of the brake fluid out. He now says I need the whole coolant system replaced and a flush and hopefully that would fix the problem but not a definite. That is another $1500. The only people that had touched my car before it broke down and sat in my garage for months was Jacobs Mitsubishi. I can not believe they would just ruin my car. I have no idea what I am suppose to do now and I need help. So now I have a car that I owe $7K more than it is worth and I all-ready paid $1500 to fix it after Jacobs Mitsubishi negligence, now I need to pay another $1500 with out a guarantee it will even fix it . Why did a service manage not check on his guys work? They sent my car out of their shop with no oil, no transmission fluid , and they put brake fluid in my coolant system. This is absolutely insane!

  

  Business response

  03/07/2024

  ***************, we sold you a car on November 7th, 2021, and we're sorry to hear about the issues you've encountered years later. It's highly unlikely that your vehicle would have operated that long without any fluid. It appears to be a separate issue altogether. Regular maintenance is crucial to prevent such occurrences. We invite you to bring your vehicle in for service by our factory-certified technicians. 

  Customer response

  03/08/2024

   
  Complaint: 21333062
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I had my vehicle there at Jacobs Mitsubishi in October of 2022 for and oil change, then 1 month later my car died in the middle of the road, it then sat for a few months , I took it too my mechanic in March of 2023 . The last place it had been was Jacobs Mitsubishi. Towed it to my mechanic tjay said it had no oil, no transmission, fluid and brake fluid was put in the coolant system. This was not years later, my car died 1 month after it was at your shop. Then it was towed to my mechanic with all of those issue and Jains Mitsubishi was the last people to have touched my vehicle. So I then paid $1500 to try and fix all of the problems caused by jacobs Mitsubishi. My mechanic was able to keep it driving for 1 more year but now he said due to brake fluid being put in my coolant system, tnat my car is trashed. The coolant system is like jello. And again this all occurred one month after having it serviced at Jacobs Mitsubishi, not years later as you stated. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False and Misleading Practices.On November 11, 2023, I purchased a 2015 ***** Silverado 5.3L truck for a final cost of $21,319 before tax and fees. At the time of purchase the sale man assured me that the vehicle came with a ***** mile/30 Day warranty for all used vehicle under ******* miles. He explained to me that if something was to happen during this time that the I would either be placed into another vehicle or the vehicle would be repaired. On December 2, 2023, I had driven the vehicle less that 500 miles. *** truck engine light started flashing white smoke was coming out of the tail pipe. I returned the vehicle to the dealership on December 4, 2023. I was informed the 30 day/ ***** mile warranty only covers half the cost of the vehicles repairs needed. I was also made aware that I would have to pay over $400.00 for the vehicle to be inspected. *** inspection revealed the truck had failed lifters on cylinder 6 and 8 with a worn cam shaft as well. My options were pay $7,000 to get a used engine with ****** miles or $5,000 with ******* miles. This price was my half of of the repair cost. This means that it would cost $10,000 to have an engine installed that has ******* miles on it or $14,000 for an used engine that has ****** miles on it, according to split cost. I asked about being placed into another vehicle and I was told that the truck that they had just sold me would be used as a trade in and valued at reduced price of the original price of $21,319.00. This means that I would take a lost as the manager of the dealership explained, if I wanted to get into another vehicle.I was well within the 30 day/ ***** mile warranty the original sales man sold me on. I was told that the policy now only applies to vehicles under ****** miles now. This has been a nightmare being a first time buyer at a dealership. I just want to me treated fairly and this dealership refuses adhere. Legal recourse is my next option.

  

  Business response

  01/11/2024

  Dear **********************,
  

  I trust this letter finds you in good health. We sincerely appreciate your reaching out to us to share your recent experiences with the 2015 ***** Silverado 5.3L truck you purchased on November 11, 2023. Your satisfaction is of paramount importance to us, and we are committed to addressing your concerns with utmost care and transparency.

  First and foremost, we deeply regret any challenges you are facing with your vehicle. Your comfort and peace of mind are our top priorities. After conducting a comprehensive review of your case, we feel it is important to provide clarity on certain aspects of the transaction and the associated warranty.

  Our records affirm that our salesperson diligently conveyed accurate information regarding the warranty coverage applicable to the 2015 ***** Silverado 5.3L truck during the time of sale. The ***** mile/30 Day warranty for used vehicles was explicitly explained to you. However, we understand that certain components are excluded, and the warranty does not cover the full cost of repairs. We want to remind you that you signed and dated paperwork that thoroughly outlined the coverages and terms.

  We share your concern about the significant engine issues discovered during the inspection, and we genuinely empathize with the inconvenience this has caused. It's important to note that the warranty explicitly states coverage for only half of the repair costs. We understand the impact this has on you, and we want to emphasize the importance of considering a warranty extension at the time of sale, which would have provided comprehensive coverage for unforeseen circumstances. We always encourage our valued customers to consider the added protection for their vehicles, given the complexity of modern automobiles.

  In terms of the option to transition to another vehicle, we regret any misunderstanding. The trade-in valuation is determined by various factors, and it is not our intention to cause any financial distress. We encourage you to explore all available options and collaborate with our team to find a resolution that aligns with your expectations.

  While we understand your frustration, it is crucial to highlight that our dealership has operated in accordance with the terms and conditions outlined in the initial warranty agreement. Should you have any further questions or concerns, our customer service department stands ready to assist you to the best of our ability within the confines of our policies.

  Sincerely,
  Customer Relations

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well let's start from the beginning, I bought a 2012 Chevrolet Tahoe ppv from them back in March 28th *****. Two day after I have it the brakes go all the way to the floor. I bring back to the dealership and they tell me that it needs new rotors and a brake booster at my cost of $500!! What the hell? This is why I went to a dealership so I wouldn't have to deal with used car lot tactics and quality. Then two weeks later I go to leave in my vehicle and it will not start. I have it towed back to the dealer for them to fix it ,after sending 3 weeks there they can't figure it out so they send it to a Chevrolet dealer in ****** at which they send less the 2hr and have figure it out . The computer in the transmission has gone out! Luckily when I bought the truck they also sold me a aftermarket warranty which was supposed to have been the best level with a $100 deductible. So I pay that get my vehicle back again a month later the the vehicle cooling fan's quit and the ac blower motor stops working as well what else can quit. Along with that the factory alarm stops and the remote start Quits. Well come to find out the Body module controller another computer in the vehicle that controls those features has Quit and Needs to be replaced as well guess what the warranty doesn't cover that. Now I Find out that the warranty that was represented to me was not what was written. I was supposed to had the top of the line of the warranty that was represented I now have The Middle Which barely covers anything. I tried calling the dealership several times and never get a call back. This dealership **** through people left and right as every time I call I'm told that that person no longer works here. I just need someone to help me fix this problem, but can't seem to find that person.Well here we are now in September and my tahoe is back in for major repairs again. I still need help in fixing the warranty paperwork as well and can't seem to get any help from anyone at the dealership at all

  

  Business response

  10/30/2023

  *****, thank you for getting in touch with us. We sincerely regret the problems you've encountered with your 2012 ***** Tahoe, as these vehicles are generally known for their reliability. It's reassuring to hear that you've invested in a warranty. We've already initiated contact with the warranty company to explore the available solutions for addressing your concerns.

  
  Once we receive a response, one of our managers will reach out to you promptly. Our primary objective is to ensure that every customer leaves our dealership completely satisfied, and we genuinely appreciate your business.
  

  Warm regards,***************** General Manager

  Customer response

  11/14/2023

   
  Complaint: 20727289
  
  I am rejecting this response because:

  Hello, currently at this time I have received no contact from the dealership or the warranty company on this matter and to date the dealership has a history of making statements and  never following through. ******* not take this long to come up with answers in this day and age between to large companies as such. I currently feel that I'm being given the run around to pass the time. This is what most people would consider to be  bad customer service and just bad business no matter how you look at it.
  
  Sincerely,
  
  *************************

  

  Business response

  12/19/2023

  Dear ******************,
  
  I hope this message finds you well. I sincerely apologize for the delay in updating you. We have received a response from the warranty company, but regrettably, they were unable to assist us in switching the coverage due to the policy having been utilized.
  
  The extended duration of our response was attributed to our efforts to explore the possibility of overriding the existing situation. I appreciate your understanding and patience throughout this process.
  
  I want to express our genuine gratitude for your continued trust and patronage. Your satisfaction is of utmost importance to us. As we approach the Christmas season, I extend warm wishes to you and hope it brings joy and prosperity.
  
  Thank you once again, and please do not hesitate to reach out if you have any further questions or concerns.

  Customer response

  12/31/2023

   
  Complaint: 20727289
  
  I am rejecting this response because: just after getting the vehicle from you I was forced to use the 
  
  Sincerely,
  
  ***** Pinyardso called warranty at another dealership that you sent my vehicle to for repairs that your dealership could not figure out. Plus when I spoke with the warranty company about this issue at the time they stated that if your dealership contacted them immediately the problem with the warranty could have been rectified then,but due to your company deliberately take your time in responding now based on your statements nothing can be done..this vehicle has been in for major service at least once a month since purchasing it at $100.0 per trip and something more not counting tow bills and loss of usage. And now the not so wonderful paint job your dealership did in the parking lot is now peeling all over the vehicle. This whole transaction has left me with a bad taste in my mouth and my pocket with your dealerships practices. As a major auto dealership you would not have expected this from you.

  

  Business response

  01/24/2024

  I sincerely apologize for the unfortunate outcome, as we exhaustively explored every avenue with the warranty company. Regrettably, our influence is limited, and decisions rest with them. If there's any other assistance we can provide in the future, we'd be more than willing to help. Please accept our apologies for any frustration caused. Our overarching aim is to ensure our customers' satisfaction and enjoyment of their new vehicles for years to come.

  Customer response

  01/25/2024

   
  Complaint: 20727289
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28, 2023 in the process of purchasing a 2019 Tahoe from Jacobs Mitsubishi in ********************* multiple issues were found with the vehicle and the sales person ***** verbally, and also via text message stated that the issues would be fixed prior to the completion of my purchase. The issues with the vehicle that were found was a ticking sound from the engine, driver and passenger front powered seats did not work fully, the radio did not have any sound, the front and rear ** were not working properly and missing a spare tire even though the sales ad specifically stated it had a spare tire. On June 30 I went to the dealership to purchase a vehicle and sign paperwork. Before, and during the process and signing the paperwork, I attempted to inspect the vehicle one last time, but instead, I was ushered to a waiting room and told to stay there, until my name was called, then upon talking to the sales manager, to begin the paperwork process I stated again that I would like to go look at the vehicle in which that was ignored, and when I asked if the issues were fixed, he stated Im sure they fixed everything and proceeded with the paperwork. 30 minutes after leaving the dealership the check engine light came on indicating cylinder number seven was misfiring. I was told by the dealership to bring it back so they could look at all the issues that were supposed to be fixed and werent. Approximately half a week went by I received a phone call stating that just for the ** it was going to be approximately $3300 and they dont know how much it was going to be to replace the lifters and asked how I would like to pay it, and which I told them that these issues were supposed to be fixed prior to purchase. At that point the service tech stated a manager would contact me. It has been almost a month and I have yet to hear from a service manager after multiple attempts on contacting them.

  

  Business response

  08/22/2023

  Dear ******************,
  We sincerely apologize for any inconvenience you *** have experienced with your recent vehicle purchase from Jacobs Mitsubishi in *********************. We deeply value our customers and their satisfaction, and we would like to address the concerns you've raised.
  First and foremost, please allow us to clarify our standard practice regarding vehicle inspections. We make every effort to ensure that our customers have ample time to thoroughly inspect any vehicle they are considering purchasing. We encourage our customers to take the vehicle to a qualified mechanic for a comprehensive inspection to ensure its condition meets their expectations. In your case, while you mentioned concerns about the vehicle's condition, it's important to note that the vehicle was just outside of the warranty period offered by the dealership.
  Regarding the specific issues you've mentioned, we want to emphasize that we take all customer feedback seriously. Our salesperson, *****, has a history of providing excellent customer service, and we believe there might have been a misunderstanding during the communication process. However, our records do not reflect any commitments made regarding the repairs you've mentioned prior to the completion of the purchase.
  During the paperwork process, our aim is to expedite the process while ensuring that our customers fully understand their purchase agreement. We regret any miscommunication that *** have occurred, leading to your concerns about the issues not being addressed prior to your departure from the dealership.
  We understand the subsequent issues that emerged and have been frustrating. While the vehicle was just outside of the warranty period, our service department is committed to resolving such matters promptly and efficiently. We appreciate your patience as our Service Director has been in constant contact with you to work on a resolution that addresses your concerns.
  We want to assure you that your satisfaction is our priority. Our Service Director is diligently working on finding the best possible solution for your situation. We understand the importance of reaching a resolution that aligns with your expectations and addresses the issues you've encountered.
  Thank you for choosing Jacobs Mitsubishi, and please do not hesitate to reach out if you have any further questions or concerns.
  Sincerely, Customer Relations - **********************

*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. ↩