ComplaintsforMountain Motor Group, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new mitsubushi outlander less than 60 days ago. currently the car has ***** miles on it however we are experiencing warning lights on the dashboard that the dealer refuses' to acknowledge. i contacted the service manager ***** on 6/12/24 and advised that the dash read" high cabin temp" and also the frontal collision warning light was flashing. i provided him video evidence as well as We took the car in for inspection the following week. during that inspection they stated that they could not determine what caused it and for me to send him more evidence if it happened again. 6/26 i send him a video of the light flashing while the car was being driven, this time the light did not turn off and it continued to stay on for the full 15 min drive. The service managers reply was that it was too sunny outside and that all of the new cars does this. even suggested that we needed to wash the car as if we kept this new car in any type of "dirty" condition. i asked them if there was other dealers around that could look at it for a 2nd opinion and he sited that the shop in *********** " was Sh*tty and that they didn't know what they were doing." I mentioned that we also own a new *** SUV and that the sun didn't affect sensors like this. His reply was that Mitsubishi was superior to these other brands and to basically deal with it. i asked him to email me the car history for the car since we have owned it showing the issues and i still haven't received it. a brand new car which had less than 20 miles on it when purchased should not have warning lights on it this soon. We want the car fixed

  

  Business response

  07/05/2024

  Faren,

  I sincerely apologize for how your experience was handled. I am just hearing about this but what I have done to this point is research the problem you are having and talk with ***** about how he communicated with you. ***** has a very good understanding of the mistakes he made in that communication and my expectations is this will not happen further. As far as the research I have done it does appear at least that your vehicle is operating as designed. I have talked with Mitsubishi along with reading in detail how the system operates from the manual. Mitsubishi does say things such as heat, sunlight, and dirt will affect the camera and sensing systems for temporary moments. I would like to talk with you further about this and how we can both be confident that your vehicle is in fact operating correctly. If you would like to come by and see me I would welocme the opportunity. 

  Customer response

  07/05/2024

   
  I am rejecting this response because:  We contacted another dealer who told me to adjust the distance settings in the dash which thus far have resolved the warning lights that we experienced. Its it highly unacceptable the way that the communication went between us and the service department at the dealership. As a new customer we should feel confident that when issues like ours arise we should be able to positively communicate with the dealership, receive feedback, and work together on a solution. It took a dealership in *********, one that we did not buy the vehicle from, to be able to resolve the issues we were experiencing. I have zero faith that the dealer will stand by their service warranty that they provided with our new vehicle purchase. Furthermore in regards to service i would not let a service manager who gave us the run around like ***** touch my car.  It is not acceptable to treat customers the way that we were treated over this sensor issue. It should not require a formal complaint with the BBB to get the dealer to uphold their end of the contract. It should not require calls directly to the dealership on 6/26 asking to speak to the manager or someone over the service department to resolve this issue.

  
  

  

  Business response

  07/05/2024

  All I can do then is wish I would have known about it earlier and continue to train our staff. I stand by my offer of talking with you personally in hopes of repairing this. I am sorry you have had to deal with it.

  Customer response

  07/05/2024

   
  I am rejecting this response because: you are welcome to contact my husband about this at his cell ************. 
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership put 11 hard inquires on my credit without my consent. They also put 11 inquires on my sons credit without consent

  

  Business response

  06/07/2023

  It was my understanding that the customer was attempting to purchase with financing a vehicle. In order to get the customer the most desirable interest rate, term, and subsequent payment it would be standard practice to submit to the lending institutions for approval. All approvals are based off of the customers credit rating and their credit report will be pulled by the banks. The customer spent a considerable amount of time making the decision to purchase this vehicle and all indications were that they did in fact want to purchase it with financing. It is not unusual for customers to not want multiple credit inquiries when trying to finance a vehicle but it is impossible to acquire the best term possible and subsequent lowest payment without the banks involvement. It is just an opinion of mine but a few extra credit inquiries would seem less important than a lower interest rate and better term. It is my hope that I can speak to the customer directly to resolve this as they were quite upset with us and all of my team members were simply under the impression that they just wanted to buy a car with financing.  I am available for a discussion at the customers convenience. 

  Customer response

  06/07/2023

   
  I am rejecting this response because: I was told by a sales associate I was co-signing for a better interest rate only.  We were told my son had already been approved, I was just there to improve things.  My credit alone would have carried the car, no problem.   When the offer came back they needed more money down, we said no.  We were told let me talk to the manager and were left in the dark as to what was going on.   This was underhanded practice to make a sale at any means without communicating with me.  
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was trying to purchase a vehicle from this dealership. The convertible top was sagging on the inside. A member of management told me in front of the sales person that they would cover fixing it. 2 days later, I'm going to pick up the car, and the sales person informs me now, that they will only take $150 off the price for me to then go & have it fixed myself!

  

  Business response

  05/22/2023

  I am aware of the customer that sent in the complaint and I was actually the person that suggested offering an additional discount for the sagging convertible top issue. I offered this resolution to my sales management team only because the customer stated they lived in ************* and that was where the customer had found a place to repair it, as I understand it anyway This particular vehicle was a recent trade-in and is 18 years old and not what we normally would sell but all cars are automatically populated to our website and the customer reached out to us so we were willing to accommodate them as this particular car is somewhat rare but because of the age needs to be sold as is. I also believe that it could quite possibly never be fixed to a suitable degree to satisfy the customer and if they fixed it themselves they would be able to deal directly with the repair facility and have a better understanding of the repair and any ensuing issues that *** arise. I would never choose to get involved in repairing an 18 year old car and will most likely wholesale the vehicle at auction. If I had understood more clearly that a member of my team had in fact said we would fix the problem for the agreed upon sales price I might would have changed my mind but as I understand it the customer stated to the salesperson while still in the negotiation process that they "love going to court". Since I can't imagine loving to go to court myself I simply am choosing to not sell the car, which is my right in order to protect my company and its reputation. In the end, this is an 18 year old car and it would seem that there is plenty of potential for additional problems and the customer *** not fully respect the as-is aspect of this with a statement referring to their desire to go to court when we have yet to even sell them a vehicle. I am happy to discuss this entire situation directly with the customer as well.

  Customer response

  05/24/2023

   
  I am rejecting this response because:
  He completely lied.  He was fully aware that his management offered to fix it.  The salesperson was aware also.  I only mentioned going to court when he said the owner would not honor the agreement & instead offered $150 off the price.  Wow, I can't believe how crooked.  I also explained that I would like to have it fixed near me because it was over an hour drive to look at the car.  He completely twisted the entire happening.  The salesperson ******, was a full witness to all of this, and I have all the texts to prove this.

  

  Business response

  05/24/2023

  In my opinion it is time for me to talk directly to the consumer. This has gotten blown out of proportion. 

  Customer response

  05/25/2023

   
  I am rejecting this response because:
  I have actual proof that his response was completely untruthful and incorrect.  He has not tried to contact me, period.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  received some mail from Mountain Mitsubishi of *******, ** saying that I have won a prize and to call the number they provided along with the confirmation number they also provided. The pre-recorded message from this number never mentioned the dates of the prize winnings. The pre-recording did however tell me to go to the address they provided for my prize, which to their surprise, myself along with a couple other people drove to this location to receive our prizes. Once I got there, a lady was on the phone with yet another customer who had won a prize as well. I would like for this company to stop sending out junk mail to my residence of living. While I was there, a gentleman who was saying he was a supervisor, proceeded to ****** this paper out of my hands on May 17, 2023 between the hours of 4pm and 5pm. I then called the authorities and filled a complaint and now I am informing the BBB of this companies actions. Thank you for your time.

  

  Business response

  05/24/2023

  I am familiar with this situation as this lady came to the dealership before the stated sale beginning date and insisted we check her flyer to see if she did in fact have a winning number. Once we notified her that the sale date had yet to begin she became irate and called 911. After that type of reaction it was determined that there was little we could do to rectify the situation so the authorities removed her from the premises. Our sale advertisements are of course in accordance with all ** laws and that is the only way we would advertise. 

  Customer response

  05/24/2023

   
  I am rejecting this response because:
  I became very mad once this person attempted to ****** the flyer from my hand in front of my young child to which I felt very threatened. I did take my flyer back, grabbed my kid, and walked out the door to yes call the authorities. Before authorities arrived, the same man that snatched the flyer from my hands then proceeded to walk towards my vehicle to which I rolled my windows up and locked my door from fear of him. He then went back inside. The authorities did come but never asked me to leave the property nor did the one officer I spoke to never escorted me off the property nor told me I was not allowed back. 

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