Complaints

This profile includes complaints for Victory Mitsubishi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Victory Mitsubishi

  4070 Boston Road Bronx, NY 10475-1108

• 

  Victory Mitsubishi

  4101 Boston Rd Bronx, NY 10466-6102

• 

  Victory Mitsubishi

  3530 Noell Ave Bronx, NY 10475-1393

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.

• Initial Complaint

  Date:02/21/2024

  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.

  Firstly, upon purchasing the vehicle, I was not informed that it came with only one key, the vhicle also came with a dent. However, I signed a care package agreement that explicitly included the repair of the dent and the provision of a new key. Despite this agreement, I have yet to receive the promised services, and every attempt to address this matter with your staff has resulted in being given the runaround.Additionally, crucial documents that were supposed to be included in the package were missing from the paperwork provided to me. This has caused inconvenience and uncertainty regarding the terms of my purchase.Furthermore, the vehicle was sold to me with only a temporary registration, which has since expired over a month ago. It was only at the last minute that it was discovered that the vehicle couldn't be properly registered , which should have been addressed prior to the sale.Moreover, your dealership's negligence has caused further complications the bank, as they encountered issues due to the fact that the car was sold to me with a temporary insurance card. Despite contacting your dealership to rectify these issues, I have received minimal assistance, leaving me to deal with the repercussions alone.In conclusion, I am deeply disappointed by the lack of professionalism and integrity displayed by Victory Mitsubishi throughout this entire ordeal. It is evident that your dealership engages in unethical practices, and I strongly advise others against purchasing a vehicle from your establishment. I expect immediate action to rectify the issues outlined above, including the fulfillment of the care package agreement, provision of the missing documents, resolution of the registration issues, and compensation for the inconvenience and frustration caused.Failure to address these concerns in a timely and satisfactory manner will leave me with no choice but to pursue further legal action.

  Business Response

  Date: 10/21/2024

  Kindly let me know a viable solution

• Initial Complaint

  Date:01/25/2024

  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.

  I purchased a car from Victory Mitushibi and they added victory care+ and PDI on to the car which they said was 3k each for that and I never agreed on. They refusing to let me get my money back. They said they added 8k extra to the car because they said It comes with the car and it's not an add on. They said I can't get a service contract paper work because it's only the for the banks that I financined the car with. Even though I signed the paper they saying I cant get the papers at all. We agreed to 47k on a vehicle and they added 8k to the vehicle making it 55k. I also had property in my car that I traded in and they are refusing to give me my property. I want a fund for the add ons that I never agree on and my property.

  Business Response

  Date: 01/29/2024

  This has been resolved please confirm

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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.

  I purchased a **** Mitsubishi Mirage from Victory Mitsubishi. Located at ***************************, Bronx, ** ***** on January 4, ****. My Avant credit card was charged $292 supposedly for the purchase of auto insurance. I have no proof of the auto insurance purchase nor a policy number. When I contacted Victory Mitsubishi twice to ask them who do I have auto insurance with, they tell me somebody will get back to me; nobody ever calls me back. In addition, I have two different finance companies trying to collect payment from me. A company named ******* wants to debit my account $622 on 1/26/24 and Santander Consumer USA sent me a bill in the mail for a payment of $618.87 due by 2/3/24. I was never told that two finance companies would be collecting payment simultaneously.

  Business Response

  Date: 01/25/2024

  Uptempo is a bi-weekly payment program to save you thousands on interest by starting your payments early. You have one loan, but they do assist with lowering your effective rate.You opted-in for it, you can completely opt-out, just note you may not build equity as fast. 

• Initial Complaint

  Date:01/22/2024

  Type:Billing 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.

  Me and my brother came here to buy a Lexus is350. On the website everything is fine and there are no accidents or anything with the history of the car. When I got there they told me that the car had been in a terrible accident. I decided to look at a 2018 Maxima and on the website, they had the car for 22k but at the shop, they had it for 26k. I told them I would only take it for 22k and they agreed. I and my brother were there from opening to closing. We finally start filling the car and they don't tell me anything. They don't tell me my interest rate or anything, just that my payments will be *********************************************************** the original 26k and other fees that added up to 32k and an interest rate of ****%! After I pay it off I will pay 47k for a 22k-worth car. I'm not looking for an apology I'm looking for a full refund or I will take this to court. I already contacted the ************** of Commissions and I already have a case open. If they don't respond the ************** of Commissions will do a deep investigation and has advised me to take it to court because this is unfair. They have no shame, no heart, or no humanity. I want my life back and my money back because this car is killing me and I still have 4 years. GIVE ME MY MONEY BACK.

  Business Response

  Date: 01/25/2024

  These referenced figures are not accurate. We apologize for your frustration, the finance charge is interest. There are several ways you can avoid interest. Please let me know if you'd like to discuss. 

• Initial Complaint

  Date:01/22/2024

  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.

  I observed a vehicle for sale on the Victory Mitsubishi website. ************************************************************************************************************************************ VIN: ***************** STOCK: ****** It is listed for sale at $24,000 and on the website says: Cash Offer $24,000. I called and spoke to someone named ******** who told me the car is in stock and I confirmed the price was $24,000 plus tax, title and tag and a $175.00 documentation fee which was non-negotiable and their fee for filing paperwork. My wife and I had a check in hand for the vehicle. I made an appointment and when I arrived they immediately tried to sell me another car. I insisted on that vehicle. They located it and very sternly I was told Go have a seat when I asked if everything was okay and ballpark how much longer it would be. I was the ordered Go sit down!. ***** came to me and folded his hands and said I see you have a check for up to $32,500. How much are you looking for spend here. I replied the $24,000 quoted on your website and that I called to verify. Plus tax title, tag and the $175 document fee that I was quoted.. He rudely said Not happening, that price is with all possible incentives and you definitely wont qualify for them. Without asking me what I qualify for. That shows he knows it is a bait and switch. I asked how does he know what I qualify for based on my looks. He then said if I want the car that its MSRP of $41,715 (or I can leave. I told him I want to see another manager because of how he spoke to me ordering me to sit and now doing this. They refused to provide full names, the manager ***** was trying to be intimidating and they refused to provide me with paperwork on the vehicle other than a printed window sticker. I said I would like to see details of what is being charged and what these alleged incentives were and they said no. I came with check in hand and insurance ****** completed based on them honoring their word.

  Business Response

  Date: 01/22/2024

  Thank you for taking the time to share your experience with us at Victory Mitsubishi. We sincerely apologize for any frustration and inconvenience you encountered during your recent visit to our dealership.
  We strive to provide exceptional service to all our customers, and it's clear from your account that we fell short of these standards in your case. Please know that your feedback is extremely valuable to us. We are committed to understanding and addressing any lapses in our customer service and sales process.
  We appreciate you bringing this matter to our attention. Your experience has been noted and will be used as a learning opportunity for our team to improve in the future.
  Again, we are truly sorry that your visit did not meet your expectations, and we apologize for any distress this may have caused.

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue is not resolved. They offered a vehicle at $24000. I, per their instructions, called to verify the vehicle was available and confirmed out the door pricing. I came prepared to honor our agreement and instead, left feeling my wife and I had been discriminated against. We drove more than 2.5 hours, paid gas and tolls only to have that experience. Textbook bait and switch.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/06/2024

  We were unaware of your misunderstanding. If you are interested please give me a call

• Initial Complaint

  Date:01/12/2024

  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.

  On April 1st, 2023 I went to finance a 2019 Genesis *** from Victory Mitsubishi. I traded my VW CC 2012 which they offered me $2,000 plus a $1,500 down payment. The seller notified me of a "minor accident" on the right side of fender but it was taken care of. I'm entering the ************ and I'll be taking a pay cut from my current job so I went to try and sell the *** to a few dealerships who gave me an offer on the vehicle. When I went to the dealerships to get the car appraised, the *** came back a 'total loss" 'salvage" on the Carfax report as well as an Experian Auto report. The copy of my contract has no indication of the vehicle being salvaged. Contract states my final amount is $53,000 when the car was offered a *** of $10,000. THIS IS FRAUD!

  Business Response

  Date: 01/22/2024

  Thank you for bringing your concerns to our attention regarding the 2019 Genesis *** you purchased from Victory Mitsubishi. We take your feedback very seriously and have carefully reviewed the details of your transaction and the vehicle's history.
  Upon thorough examination, we must respectfully clarify that, according to our records and the Carfax report available to us at the time of your purchase, the 2019 Genesis *** was not listed as a 'total loss' or 'salvage' vehicle. The report indicated a minor accident, as was disclosed to you, and the vehicle had undergone professional repairs to address this issue.
  Victory Mitsubishi is committed to transparency and honesty in all our sales transactions. We rely on Carfax reports to provide accurate and up-to-date information about the vehicles we sell. If there is a discrepancy or error in the Carfax report, we recommend contacting Carfax directly, as they guarantee the accuracy of their reports. Carfax has mechanisms in place to address and rectify any inaccuracies in their vehicle history reports.
  We understand the importance of accurate vehicle history for our customers, and we strive to provide the most reliable information available to us. If you have further concerns or need assistance in contacting Carfax, please let us know, and we would be more than willing to assist.
  Once again, we appreciate you reaching out to us with your concerns, and we hope this information is helpful in resolving any misunderstandings.

• Initial Complaint

  Date:12/29/2023

  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.

  I bought this car on feb 20 , 2023 and Im supposed to have free 2 yr oil change and this dealer lie to me telling me that I was able to go to any Mitsubishi to change the oil and it was all false advertisement. I had to paid for my oil change in Milford Mitsubishi. They need to fix my oil change warranty so I could go to dealer thats closer to me because that was what they told me at victory Mitsubishi. Im very dissatisfied with they quality of service because I was there when I first put my car from 2pm to 12:am , even with my registration and transferring my car plates whats a problem since day one and now with this warranty of oil change. Every time I call to speak to a manager no one is there or they dont pick up phone when Im getting transferred. Please help me with this matter. I want them to make sure I could change my oil in any dealer because thats what I was told.

  Business Response

  Date: 12/29/2023

  The two year maintenance that was offered is only redeemable at Victory Mitsubishi. Its a complimentary service that is offered.  

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The manager that was doing my paper work **** the one with the deep voice lied to me and mislead me saying that I could go to any Mitsubishi dealer to get my oil change done just take the paper that you guys gave me, it was all a lied . I came out that day at 12:00am midnight being there since 2pm which its ridiculous, lack of professionalism. They Throw in garbage a copy of my state id which by the ***** of God my boyfriend found it compromising my identity and u guys are telling me that its only done in ya dealer knowing I live 1 hr to 1:25 hr away, this dealer is bugging if they took all day to sale me a car imagine to do oil change . Im willing to take this to court if I have to because I know Im not the only one dealing with this situation. Its insane because they never pick up phone when I have call dealer , people are rude when and the phone and managers never pick up phone not even return calls when leave messages. All Im asking is for my warranty could be fixed and I be able to used it in Mitsubishi of *******  address : *************************************;
  *******  ** 
  *************

   

  even the manager from ******* dealer told me I cant believe they didnt put your license plate frame in your car & you are driving with your license plate in your windshield inside your car . What type of dealer is that. 
  

   

  victory Mitsubishi is very unprofessional, they promote false advertising and they take forever just to buy a car, never reply to calls and I dont think is fair what they doing to me. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/02/2024

  Complimentary oil changes can only be redeemed at Victory Mitsubishi. 

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They lied to me and thats not fair because if not I would have never purchased the car in they dealer , they are not professional at all , false advertising , leaving customers stuck for more than 4 hrs to purchase and they Lied to me to the fullest , Im ready to go to news 12 to speak out in the news about this situation.  I dont agree with anything they saying pure liers. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/26/2023

  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.

  I bought a vehicle in June of 2022 on the 29th.. with a warranty they sold me. Recently December 12th I had an appointment to have the vehicle serviced and use the warranty they sold me to repair the vehicle. After learning what the issue was/is (possibly) based the cost of the repair they outright refused to service the vehicle leaving me with a car I can't drive and a loan of 18k$ .. they back the warranty and no other mechanic will use their warranty. So in summary they are steeling 18000$ and don't care about what's doing what's right.

  Business Response

  Date: 12/27/2023

  Please visit our showroom to find a viable solution. We do need to figure out what is wrong with the vehicle after 18 months from purchase. Condition reports from the auction in conjunction with internal pre-delivery inspection your vehicle was more than safe at time of sale. Please call ************

• Initial Complaint

  Date:12/06/2023

  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.

  Date of transaction occurred in august 2023. Dealer offered me a Lemon car that seemed perfect at time in condition, and offered $500 monthly. Credit 783 and all. Sign for paper only to have surprise documents mailed and clipped together detailing the finance being $783 monthly for 2015 Lexus RX 350, total ******. The Lexus value is 15-16,000. Paid 7k down payment plus monthly to them and 2k to insurance. Car does not turn on after a while and requires manual restart to operate, creating alarm to go off. Right side of car started to have friction when closing. Problem alerts came on only 4 weeks after I got vehicle, without barely driving. Im deploying to Europe next Year, didnt want a car to begin with(family pressure) Want Refund and security of peace before deployment. Would not sign for something unjust.

  Business Response

  Date: 12/20/2023

  
  
  We regret to hear about your experience with the 2015 Lexus RX 350 purchased in August 2023. While the issues might fall outside the lemon law warranty, we value your satisfaction. We're keen to investigate the finance terms and address the vehicle's mechanical problems. Please contact us at ************ to find a resolution that ensures your peace of mind before your deployment.
  
  Sincerely,
  ******* 
  Victory Mitsubishi

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good evening,

   

  I couldnt reply towards the complaint as there was no option to. I am not satisfied by the response from the dealer. Their answer was a little cut of warranty, mind you the car expired in warranty three months after purchasing the vehicle. Not even a written statement I could get from them to prove Im not being outlandish in my claim. They simply want to keep a check for their diamond earrings and Im not one to sit and just allow unreasonable dilemmas to run me over. I have a business to run, a family to feed, and a country to serve I dont have the time nor patience anymore towards the nonsense Ive been putting up with. Court is not an option and is a dumb option as Ill be wasting time and money. Ill be deploying in two months and paying 30k off a lesser value car is not only dumb but a outlandish scam from the deal I signed. I reported to you guys as you are a trust of faith. You might not care if this gets solved or not but theres people out there whove been unfortunate in the same circumstances as *** later found out. What is the point of a complaint service if nothing can be done. All I want is justice and a rewind for the ORGINAL contract referred to the ***** Blue Book and the urgency I pressed for because Ill be INSANE to pay 783 for a car not even worth the time much less a lemon, but apparently authorities are either scared of dealerships or allow them to continue their illicit activities without a care, hence the economy state we live in today. I ask once again for a press towards the business to operate maturely and do the right thing before I take this to larger, more public measures.

   

  Best,

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

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/22/2024

  Thank you for reaching out again and expressing your concerns with more detail. We understand that you are dissatisfied with the response and the situation regarding your vehicle. Please accept our sincere apologies for the distress and inconvenience you have experienced.
  At Victory Mitsubishi, we aim to provide our customers with satisfactory service and support, and we regret to hear that we have not met your expectations in this instance. We truly appreciate the effort you have taken to communicate your concerns, and we want you to know that your feedback is important to us.
  We acknowledge the challenges you are facing, especially with your imminent deployment and the responsibilities you carry in your personal and professional life. While we understand that our initial response did not provide the resolution you were seeking, please know that your situation has been noted and will be reflected upon by our team.
  Thank you for bringing these issues to our attention. We are committed to learning from our customers' experiences to improve our service.
  Once again, we apologize for any frustration and inconvenience this matter has caused you.
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  On May 15, 2023 my husband and I had gone to Victory ************ looking for a safe car, as i was 7 1/2 months pregnant. The car we went for was not able for purchase due to it not being able to pass inspection. Okay! They show us another car. We test drive everything is fine. We go in i start the application and they run my ******** TIMES! (Mind you my credit score was above 740. They have us waiting there from 11 am till 7 pm. Around 7:30 the finance guy comes over states that we were approved woohoo. WRONG. He goes on to state we need to put 7k down (instead of the 4k we brought), our monthly payments would be $1200 FOR 3 MONTHS ONLY THAN THEY WOULD DROP TO $500-$600. Interest rate was crazy high. Im iffy about all of this cuz Im young lady pregnant and in need of a car. I dont think anything of it. Sounds like a great deal to me. I hand them over the down payment and than the guy takes the paperwork back that states it would go down after 3 months. I keep asking for the paperwork before i sign. He says it will be emailed to me after i sign for the car and if i didnt sign for the car my deposit would not be refunded. I sign for the car, the email was never sent. I called every week for 3 months untill i went back to refinance. I go back sit there again ALL DAY WITH MY NEWBORN for them to tell me the bank needs me to make 3 more payments of $1200. Now im sitting here thinking I just got royally scammed. I leave and come back 3 months later for them to tell me the same thing again. Your interest rate will go up, you need to wait for the new quarter in 3 months Now Im beyond mad. Ive spent $14,250 on a $30k car with an interest rate of 20%. None of that even went towards the car! This is fraud. They added so many different things that i never received, lied and forced me to sign for a car or else they would keep my deposit. This is beyond crazy!

  Business Response

  Date: 12/14/2023

  We are sincerely sorry to hear about your recent experience at Victory Mitsubishi. Customer satisfaction is our top priority, and we deeply regret any inconvenience or distress caused during your car buying process.
  Regarding your concerns:
  Multiple Credit Inquiries: Our standard procedure involves checking credit scores to offer the best financing options. However, it seems there was a miscommunication or error in the number of times your credit was checked. We are investigating this matter to ensure such incidents don't recur.
  Financing Terms and Down Payment: The details about the down payment and the changing monthly payments you were quoted are concerning. We assure you that transparency in all financial dealings is crucial to us. We are reviewing your case to understand where the miscommunication may have occurred.
  Refinancing Issues: We understand your frustration regarding the refinancing process. We aim to assist our customers in finding the most suitable financial solutions, and we regret that your experience did not meet this standard. Refinancing is something that is not done by us as a dealer, you're more than welcome to seek refinancing at your own discretion. 
  Customer Service Experience: Having to wait for extended periods, especially with a newborn, is not the experience we want for any customer. We are taking steps to improve our customer service efficiency.
  Your feedback is invaluable to us, and we are committed to rectifying any mistakes made on our part. We would like to discuss this matter with you further to find a satisfactory resolution. Please contact us at ************ at your earliest convenience.
  Again, we apologize for any distress caused and look forward to the opportunity to make things right.