Complaints

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 2017 Mitsubishi RVR is currently at the Waverley Mitsubishi dealership being serviced. My car had to be towed from Thompson to Winnipeg (which was covered) due to my "transmission service required" light came on that came on May 27, 2022. Mitsubishi/roadside assistance contracted out *********** (***********************) to tow my vehicle. I confirmed with Mitsubishi that the transmission would be covered under my warranty and they said yes. My car arrives in Winnipeg but I had to wait for them to get it in as 3 other tows just came in and they have to prioritize, I understood. While the technician that serviced my car was out on a road test in my vehicle, he said that he heard a lot of things and that the vehicle felt unsafe so they did an inspection (no charge) to see what was wrong. They ended up giving me a list of items that needed to be replaced with the amounts, one of which was my struts. Back in October 2021 my dad drove my car and when he got back he told me my struts were gone and to bring it somewhere locally to get it inspected to confirm. I ended up taking it to ************ and had it inspected there where they identified multiple things wrong with my vehicle, one of them being my struts. Because my vehicle was still drivable I was not covered by Mitsubishi roadside assistance to get it from Thompson to Winnipeg for warranty so I had my dad and uncle towed my vehicle 800kms in hopes to get all the warranty done that was needed before I hit the 100,000km mark. At the time I was only at 96,000km and I confirmed by email to the service advisor that it would be covered under warranty. ********************************************************************************************************************************************************************************************************************************** now they're telling me I'm not covered for the transmission under warranty after being told I was covered. ****************************************

  Business response

  25/07/2022

  Business Response /* (1000, 5, 2022/07/13) */ We have had multiple discussions with Nikita and we have tried everything possible to assist. Their is alot of missing information in this claim. We have contacted Nikita at spoke at length with all parties involved including myself, Service Operations Manager and our Service Advisor who was assisting Nikita. Nikita is correct when commenting about our initial hope that it was a transmission warranty repair. In the case it was a transmission repair it "would" have been covered by warranty. It was upon further diagnosis after our submission to our factory it was detected that it was in fact "not" the transmission but a computer module that was "not" covered under the powertrain warranty. In advance of completing the repair our Advisor contacted Nikita to make her aware that it was not warranty and she gave us the authorization for repair. We have assisted with substantial discount. We appreciate Nikita very much and reviewed both her instances of service step by step. We can only be honest and do our very best to assist which we feel we have done. We are open to more dialogue should Nikita desire and we have also offered to remove the installed part for Nikita should she desire. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did note that while submitting my claim that a lot of information was missing as I couldn't fit it in the original 2000 character limit. I can provide more details if needed as the business is leaving out tons of valuable information. The response to my claim is unacceptable. ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* I did not give them the authorization for the repair after they told me it wasn't covered under warranty, I did give them the authorization though when they told me I was covered which was when my vehicle first arrived at their dealership. In fact, when the service advisor called to make me aware, he had told me that my car was already repaired. So because I gave them permission to fix my car under warranty and fix the customer pay items which I agreed to paying a total of $2770 for, I am now responsible for paying for the part that I was originally "covered" for, which I was told by their service advisor, and now my new total is $4005. Completely unacceptable. I called Mitsubishi Motors Canada and they knew right away that the part wasn't covered past 3 year up to 60,000km. I do think Waverley Mitsubishi needs to re-read their warranty guidelines and be aware of them at all times or at least be aware of the warranty policy, whats covered and what's not before telling their customers that they are covered under warranty. ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ I was never provided with a written estimate/invoice, just what was told to me over text and that didn't even include labour. Never received any detailed description of the work being done. Never received anything about my warranties and consumer rights since my vehicle has been there. The authorization I gave was for the customer pay items to be fixed for a total of $2770, as at that time I was told by the service advisor that my transmission was covered under warranty. I do not agree with or accept the businesses response to my claim. Business Response /* (4000, 9, 2022/07/20) */ ****************************************************************************** I have been in this business a very long time and our goal is always to take care of the customer to the best of our abilities. Certainly I/we understand/respect every customers situation if different. ************************************************************************************************** **************************************************************************************************************************************************************************************************** in this case we have done what we can with regards to discounts on work performed as well as removing some charges. Nikita is correct when she notes we quoted a lesser number in advance and she is correct that our Advisor did not know it "was not" under warranty until after. It is not a "common" part we have replaced and we did believe it initially to be covered under the extended powertrain coverage from the manufacturer. The part is a ECU module for the transmission and is an external part. Upon finding out this information our advisor contacted Nikita to advise of the situation. We have offered two resolutions for Nikita. We can remove the part and reinstall the original ECU back to how it was and reverse the charge back to the original estimate Nikita approved for work completed. Also we offered to contact the Manufacturer on our part in an attempt at possible resolution with regards to consumer goodwill. We do not control the outcome of this proposal but we suggested we would be willing to make the effort. I gave this option to Nikita some time ago and Nikita called me the next day to say she did not wish us to pursue this option and that she wished to speak with her family and contact her lawyer. To this day we have continued to park Nikita's RVR in our shop overnight to do our best at avoiding theft of her Catalytic converter. As well we have charged her battery as with lack of use the battery will drain. We have attempted to do our best to assist in this matter. Unfortunately we do not have the ability to continue to do this as we have many customers we are assisting on a day to day basis. As I mentioned we are empathetic but also at this time disheartened for attempting to do our best to look after the customer. We have noted above our resolution options and we would like clarification on how to proceed and the car to be picked up. Sincerely Rino ******** President Consumer Response /* (4200, 11, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't even begin to explain how disheartening it is to be the customer in this situation... I never wanted to have to go this far. Which is why I originally went to the service manager and then to the General Manager/President once I was told the part wasn't covered warranty in hopes we could resolve it amongst ourselves without needing the help of other resources. *************************************************************************************************************************************************************************************************** I would never quote someone a wrong amount and expect them to pay for it when I find out that it's not covered under warranty. This applies to the transmission ECU module and my struts a previous time before in late 2021 that they told were fine and didn't need to replaced at the time. Before I had my car towed from Thompson, MB to Winnipeg, MB.. which I paid for by myself as it couldn't be covered by Mitsubishi Roadside because it was still drivable.. I took my RVR to a local shop in Thompson,************** and during our phone conversation between myself, general manager/president, service advisor and service manager, their team at Waverley Mitsubishi had asked me how I thought that shop was and I said that they are the only repair shop that services import vehicles and that they are great. ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** On the quote from ************ - ******************************************************************** struts were listed as needed to be replaced. The team at Waverley Mitsubishi then starting referring to a term called "sweating" and basically said that some service techs aren't familiar with the term "sweating" and could of confused this with leakage of the struts. Now looking back, I wish I would of gotten more clarification on that matter at that time but I didn't feel to the need too because I trusted this company and thought that had my best interest at all times. Not letting me leave with a vehicle that sounded and felt so unsafe. I do a lot of highway commuting as well as a lot of in town driving. Driving my vehicle with it sounding and feeling the way it did was so unsafe but I continued to drive it because I trusted everything that the service advisor told me. ************************************************************************************************************************************************************************************************************************** This is now the second time I have been originally told by the staff at Waverley Mitsubishi that I was covered under warranty. I am not the one that told myself that I was covered under warranty, I was told this over text and email by the service advisor which I have included. The reasoning as to why I called Rino and asked him to not reach out to Mitsubishi Motors Canada on my behalf was because Rino and his team had already told me on the phone that they feel like they haven't done anything wrong. With the response I was given, I was concerned that Rino and his team would provide Mitsubishi Motors Canada with impartial information regarding my vehicle. Please note, that to this day, I still have yet to receive any of the information that they as a repair shop are supposed to provide me with ********************************************************** As of right now, my vehicle is fixed and ready to be picked up and my total bill is just over $4000. I'm hoping that this can be resolved in a timely manner, as I feel as a customer that I have been repeatedly told false information and now I am expected to pay and I feel like that is strongly unfair. Business Response /* (4000, 13, 2022/07/22) */ This will be the last time we respond and I do not wish to get into a back and forth in this manner. Many points are taken out of context extensively. We explained to Nikita that we are more than happy to perform any/all work. That is how any shop makes money. However we are unable to perform warranty work or other when the work is "not" required. Our technicians can certainly make mistakes as they are human but also in saying that Nikita owns a 2017 Mitsubishi RVR and we check struts on multiple occasions. When her came was services the initial time we did find a strut leaking but not the one noted at *******. Our technician mentioned the other struts were not leaking. The comment of sweating is term known to multiple manufacturers and we did not say that Nikita's shocks were sweating but that possibly ******* may have seen something like this at their inspection. We did not question the shop or their abilities as that is not prudent and unfair. The comment was made that it was possible they mis- diagnosed it or noted the wrong shock leaking? When we inspected the vehicle approx. 20000km previous we only found one shock leaking and it was not the ones listed by *******. At the current bill of approx. $4000.00 we have already discounted her bill by approx. $800.00 Also as noted we have been storing it indoors for her nightly up until this point to try to avoid theft of her catalytic converter as a courtesy to her and we have charged her battery at no charge. We also offered Nikita our rewards card which would give her 5% earnings from this total to be used for future in parts or service. This is the best offer should Nikita wish the car as it is now with the new ECU. As noted we will remove the ECU and reinstall her old one at dealership cost and her invoice will go back to where it was prior with other repairs. Lastly we can make attempt to contact our manufacturer and see if they will consider goodwill. The manufacturer decides on this, they are able to see the notes and what was replaced. They also take other points into consideration. When we offer a solution it is because "we are trying to assist" We do not present a goodwill suggestion if that is not the case as it defeats the purpose of attempting the goodwill. I believe Nikita has lost confidence in our sincerity and at this point I can only suggest that this is how we operate. We will not respond to any further messaging via this platform, we appreciate the resolution process. However we are and have been attempting to assist. Nikita has the 3 options we have mentioned. The goodwill case would need to be created today as our Service Operations Manager will be on holidays for 2 weeks starting on Monday. Nikita can email me or the Service Advisor or our Service Operations Manager with her decision. Thank you

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