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Business Profile

New Car Dealers

Charlottetown Mitsubishi

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:29/07/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I purchased a 2023 Mitsubishi Outlander on December 21st, 2022, and have had nothing but issues with it including many "glitches" that the company (Charlottetown Mitsubishi and ********** ******) can't seem to do anything about.
    -I have gotten an "engine malfunction reduced power service now" screen. - which I have documented photos of, 4 times now. This is the main concern, such a "glitch" is challenging to believe is nothing to be worried about. What if it's more than a glitch, they can't seem to answer that question or give a definite answer if something were to happen they'd have to cover the issues.
    -My heated seats randomly turn on - not what you'd expect on a 25+ degree day.
    -The display screen glitches periodically - it is registering that I'm clicking it with audio clicks, but it does nothing - I have video proof. - they replaced the screen out of "goodwill" but it still isn't fixed.
    -The front driving assist flashes on and off rapidly randomly.
    -The key fob is not registered to unlock, lock, or start the car periodically.

    It feels as though they won't take the issues seriously and the issues never seem to happen when they are open (though I have video and photo proof) so I haven't been able to take the car in with the engine malfunctioning screen other than the first time it happened in which they insisted that it just " put itself in transport mode, must have been a loose fuse".

    Service has been poor with them basically saying there is no fix and saying they'll record the issues, but nothing gets done.

    Business Response

    Date: 26/08/2024

    In response to the concern submitted on 07/29/204 with ID
    22058904
    Most of these issues are intermittent and/or not occurring
    at the time of their appointment, and none were safety related.  There has been no data stored in the vehicle
    until recently. At that time codes were found, and a part was replaced that
    should fix the “engine malfunction reduce power” warning that is appearing on
    their dashboard. We do sympathize with the customer and the frustration they
    feel with the potential issues they are having.  We as a dealer cannot fix what we can not
    see.  When the vehicle comes in
    everything operates as it is designed and there are no issues to diagnose.  We have replaced the radio unit once as a
    goodwill gesture but, did not fix the issue they are having that we have never been
    able to duplicate.  It would be akin to
    taking oneself to the doctor with unknown symptoms that don’t occur when you
    are at their office and expecting them to diagnose and treat you.  They can either get you to come in when there
    are symptoms, which can be a process, or they can guess at a diagnosis, you
    cannot in good faith just start guessing and putting random parts on a vehicle
    and hope for the best.  We need to have
    physical imperial evidence of a problem in order to treat it.  We do have empathy -  this process can be long and/or with its
    frustrations.  But, in no way or at no
    time did we ignore or abandon this customer. 
    We have checked out every concern that they have had no matter how big
    or small to the best of our abilities and in a timely manner and will continue to
    do so.  

    Customer Answer

    Date: 28/08/2024

    I am rejecting this response because:

    Comparing a car to a human going to the doctor without symptoms is a poor choice. Most doctors can prescribe treatment and inform based on the information given by the patient. Photo and video evidence of what's going on, which has been provided multiple times when dealing with my Outlander, would only supplement that prescription and diagnosis. 

    Stating that the issue of an Engine Malfunction not being a safety hazard is also mindblowing, documentation has been given multiple times and the first time the vehicle was also taken in, at that point I was told it was just a loose fuse, yet it continued. An engine malfunction could be a huge issue and as the dealership is unable to prove that the EGR valve has fixed this issue (after their service manager stated it likely wouldn't), there is no peace of mind that the car won't fail at any given time, whether that be in a parking lot or potentially on a road. 

    Regarding all other issues (forward drive assist, info screen, key fob, heated seat) there has been no satisfaction. The "goodwill" screen replacement didn't fix anything proving the point of not being able to throw parts at the vehicle until something works; but who is going to be able to fix the issues if the dealership is unable to detect them with photo and video evidence, there are no codes stored it seems, for anything, ever.... so what will the dealership do even if it's happening in front of them? Are they insinuating that these issues aren't happening, or just incapable of fixing issues that arise in their vehicles? - the screen is still glitching and the key fob is still acting up periodically, as I await another "engine malfunction reduced, reduced power, service now" screen to tell me the EGR valve has not worked as predicted and any other unfixable issues within this lemon of a vehicle. 

    To no avail, I have spoken with many on and off Island friends about these issues and how to get them rectified, but it seems that the "little glitches" Miss. ***** ***** told me all vehicles will never be properly dealt with. Paying for glitches and no possible fixes is more then frustrating it's throwing out money, time and effort for everyone involved. How will this be rectified? 

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