Complaints

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• Initial Complaint

  Date:25/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a Mitsubishi Outlander that is covered by a 10 year PowerTrain Warranty. We were having some problems with the bearings and engine and took it in to Peterborough Mitsubishi. The quote we received for the work was quite expensive so we took it to another shop to have the repairs done that gave us a better quote. When we experienced more work that needed to be done we took it in again and learned that the previous work should have been covered by our warranty. We contacted the dealership to get reimbursed for the repairs that we had to pay out of pocket for because we took it to them first and they never told us it was covered by our warranty and they should have. The dealership said there was nothing they could do and we had to contact Mitsubishi ******. Mitsubishi ****** said it was a dealership problem. Both organizations have refused to take responsibility for the oversight in properly informing us of our warranty coverage. The dealership is saying that because there is no written quote, they don't have to follow through with reimbursing us for the work done under warranty. The work that was covered under warranty was approx $600 that we had to pay out of pocket

  Business Response

  Date: 26/01/2024

  We do not have a customer by that name in our database.

  Based on the complaint, I believe this should be directed to the Manufacturer anyway. The manufacturer denies warranty, not the dealers.

  Thank you,

  ***

  Customer Answer

  Date: 31/01/2024

   
  Complaint: 21197989
  
  I am rejecting this response because:

  The reply from the business did not accurately reflect the nature of the complaint.

  The warrantee was not rejected.  The warrantee was not offered by dealership service staff.  Rather, I was informed of an approximate quote which lead me to seek a more affordable option at another garage.

  I was surprised to understand that the dealership has no record of my visit.  Instead, I am being lead to believe the dealership did not look at my bearings or provide me an approximate cost for repair and I went to a new garage after 8 years of visiting the dealership. 

  For me, this was a simple mistake that could have happened to anyone.  But it did result in my being inconvenienced for over $500.  However, rather than the dealership, or Mitsubishi ******, stepping up to take ownership of the issue this has become months of me being told differing stories and someone else is at fault.

  For the sake of 5 oil changes, this company would rather disregard and insult a customer instead of being treated with respect and understanding for a mistake that was made.

  And now, through this process, I receive another response that does not accurately reflect the nature of the complaint and seeks to pass blame to yet another branch of the company. 

  I never thought I would have this much controversy for such a small and simple mistake that could have been dealt with so quickly.   

  MW