Dealership experience Big Two Mitsubishi (very long)
Thread Starter
Account Disabled
iTrader: (9)
Joined: Apr 2007
Posts: 460
Likes: 0
From: AZ, currently in Space Coast, FL
Dealership experience Big Two Mitsubishi (very long)
Hello all,
Well, the issue is resolved, and I am "apeased", but I wanted to share my experiences with those out there. Beware, this thread is LONG...
I just got a kick *** job, and great pay, so decided to treat myself to a new Evo MR. Here's the kicker, I live in AZ, but am on contract in Wisconsin. So, I occasionally fly back and forth between the two states.
As there are few Mitsu dealerships where I am in WI, I decided to buy the car in AZ, so I went to Big Two Mitsubishi in Mesa AZ and purchase the car. As I was packing and moving, much of my negotiations and financing were done over the phone. My salesman, Paul, did an excellent job of finding me financing (I have poor credit from a divorce), and he worked VERY hard to find me a car in very demanding conditions.
I was specific about the vehicle I wanted (06 Evo GG MR), and said that I needed it the next day (sunday) before I moved to Wisconsin. I was told there was a car at another dealership in the valley, and that I would have my car sunday. Please know that dealer trades are difficult to do on weekends as the big-wigs are home with their families typically
Sunday morning, I get a call from Paul saying that the dealership in the valley had backed out of the dealer trade, however they found another car in SIERA VISTA, and he was on his way to pick it up. I expressed my concerns about him driving my new car all that distance, and specifically asked about rock chips/damage that may occur on the trip. I was told that if anything happened "we (the dealership) will take care of it... don't you trust me?" I was also told that my factory warranty would be extended out greater than the # of miles put on the car. I said that I was not pleased, but I appreciate the extra work being made to make the sale.
The car was delivered to me on Sunday evening (April 1st) at 9pm. I immediately saw scratches on the front left fender (4, parallel, about 4"s long and down to the paint) , and pointed them out to my salesman. He said "Just wash the car, take a look at it, and bring it to us to take care of" I shook his hand, thanked him, and drove the car to my garage, where I parked it and locked it up. I then flew out to Wisconsin at 5am the next morning.
I then had a friend of mine pick up the car (April 7th), and deliver it to Mitsubishi later in the week (april 10th). He noticed a number of fine scratches, a large rock chip (size of a silver dollar) in the front hood, and a LARGE scuff (deep in the clear-coat, approx 8"x6" on the rear spoiler base/trunk, he circled all of the damage with a china marker (wax pencil), and turned over the keys to the service advisor (Leona) He went to pick up the car the following Monday. He called me up, and said "I didn't pick up the car... they didn't fix anything" He said that they had just polished the car, but none of the damage was repaired.
I called Leona, and she said that she appologizes and that it will all be taken care of this week. I told her that I would be picking the car up in Person on Friday (April 20th) afternoon. The week passed, and friday I flew into Phx, drove directly to the dealership, and again... NOTHING WAS REPAIRED.
I saw the car, and immediately I was LIVID... all damage was still there, and it looks like they had just tried to polish the fender scratches (which were down to the primer) the rock chip in the front had not been touched, and the scuffs on the rear spoiler/trunk was only half repaired.
Bob, the sales manager then came by, and said "What's the problem?" I explained that none of the damage that was on the car was taken care of... Bob's response "well, we don't know if the damage occured when you had the car or when we had it" at this point, I flipped... I was extremely upset. I told him that the scratches were pointed out at delivery, and I was told that they would be fixed, along with anything else I found. He said "I don't know what you're complaining about... all new cars have blemishes... you can't find a car on the lot without blemishes" (is mitsu's quality that poor???) I was then told that I should be greatful for all the work that they did to get me the car I wanted so quick, and that they would NOT be fixing the problems. I was told that I could speak to the GM the next day, and that I can take the car till I speak with him. I denied taking the car as I wanted them to have all responsibility for the car... I then left. There was A-LOT more said both by Bob and I... and I basically did everything but call Bob a "d*ckhead" before I left.
20 min later after a few phone calls, I called Leona, and said my lawyer wanted me to stop by to take pictures of the damages. I stopped by shortly later, and started to take pictures of the damages. While I was out there, the Assistant General Manager came out, and asked how I was... He was very pleasant, and while I was taking pictures, was glad-handing my father (who took me there), and asking me questions. At the point, I don't think he knew the full story, and I think Bob had only told him half the story, as the AGM sounded hesitant about claiming responsibility for fixing the car... I didn't have much time to talk to him, so I scheduled an apointment the next morning for 9am to discuss the issues. (I am glad, as I was extremely upset, and would have just yelled if we talked...)
The next morning I arrived at the dealership, and before I could say anything, the AGM walked me out to my car and said "we will fix everything"
I picked the car up the next week (april 27th), and was pleased with the repairs.
So, let me sum it all up.
Paul - salesman, did everything he could to make the sale, and was extremely pleasant and cooperative to deal with. He went the extra 600 miles for the sale.
Leona - service advisor, was extremely pleasant and I believe she did everything she was authorized (by sales.... Bob), to do to make me happy... you could hear the anxiety in her voice when I came to pick up my car and it wasn't fixed. I honestly believe that Bob had only authorized her to do the cheapest possible work to the car.
AGM - I am sorry I cannot remember his name... but he was a fair, and pleasant person to deal with. Once he heard the full story (from Paul, Leona, and Bob. He didn't even hear my side... yet he still knew what was the right thing to do), he did what it took to make me happy.
BOB - a sales manager, a total and complete A**h*le... Rather than do anything to make me happy after the paperwork was signed, he denied responsibility to do any work that was promised, and tried to weasle his way into making the extra buck. He tried to bully me into taking this car damaged, and I feel that he has probably done this before to other people. I feel sorry for anyone who has dealt with him in the past, and feel sorry for the honest salesmen who work under him. I feel that it was Bob that made what should have been a pleasant experience (buying a new car) into a one-month ordeal that ended up costing me an extra $700 in plane tickets, and extra 3 days in travel.
Big Two Mitsubishi - I don't know if I can recomend this dealership for sales. I believe I can recomend them for service as Leona was pleasant, returned my calls promptly, and ensured that I was always informed.. but if your paperwork has to go through Bob for the sale... I would suggest you look elsewhere.
Sorry for the long rant... but I wanted to be sure that others would be informed in their choice of dealerships in the future. If Bob was gone... I would have no problems recomending Big-Two mitsubishi to everyone.
Well, the issue is resolved, and I am "apeased", but I wanted to share my experiences with those out there. Beware, this thread is LONG...
I just got a kick *** job, and great pay, so decided to treat myself to a new Evo MR. Here's the kicker, I live in AZ, but am on contract in Wisconsin. So, I occasionally fly back and forth between the two states.
As there are few Mitsu dealerships where I am in WI, I decided to buy the car in AZ, so I went to Big Two Mitsubishi in Mesa AZ and purchase the car. As I was packing and moving, much of my negotiations and financing were done over the phone. My salesman, Paul, did an excellent job of finding me financing (I have poor credit from a divorce), and he worked VERY hard to find me a car in very demanding conditions.
I was specific about the vehicle I wanted (06 Evo GG MR), and said that I needed it the next day (sunday) before I moved to Wisconsin. I was told there was a car at another dealership in the valley, and that I would have my car sunday. Please know that dealer trades are difficult to do on weekends as the big-wigs are home with their families typically
Sunday morning, I get a call from Paul saying that the dealership in the valley had backed out of the dealer trade, however they found another car in SIERA VISTA, and he was on his way to pick it up. I expressed my concerns about him driving my new car all that distance, and specifically asked about rock chips/damage that may occur on the trip. I was told that if anything happened "we (the dealership) will take care of it... don't you trust me?" I was also told that my factory warranty would be extended out greater than the # of miles put on the car. I said that I was not pleased, but I appreciate the extra work being made to make the sale.
The car was delivered to me on Sunday evening (April 1st) at 9pm. I immediately saw scratches on the front left fender (4, parallel, about 4"s long and down to the paint) , and pointed them out to my salesman. He said "Just wash the car, take a look at it, and bring it to us to take care of" I shook his hand, thanked him, and drove the car to my garage, where I parked it and locked it up. I then flew out to Wisconsin at 5am the next morning.
I then had a friend of mine pick up the car (April 7th), and deliver it to Mitsubishi later in the week (april 10th). He noticed a number of fine scratches, a large rock chip (size of a silver dollar) in the front hood, and a LARGE scuff (deep in the clear-coat, approx 8"x6" on the rear spoiler base/trunk, he circled all of the damage with a china marker (wax pencil), and turned over the keys to the service advisor (Leona) He went to pick up the car the following Monday. He called me up, and said "I didn't pick up the car... they didn't fix anything" He said that they had just polished the car, but none of the damage was repaired.
I called Leona, and she said that she appologizes and that it will all be taken care of this week. I told her that I would be picking the car up in Person on Friday (April 20th) afternoon. The week passed, and friday I flew into Phx, drove directly to the dealership, and again... NOTHING WAS REPAIRED.
I saw the car, and immediately I was LIVID... all damage was still there, and it looks like they had just tried to polish the fender scratches (which were down to the primer) the rock chip in the front had not been touched, and the scuffs on the rear spoiler/trunk was only half repaired.
Bob, the sales manager then came by, and said "What's the problem?" I explained that none of the damage that was on the car was taken care of... Bob's response "well, we don't know if the damage occured when you had the car or when we had it" at this point, I flipped... I was extremely upset. I told him that the scratches were pointed out at delivery, and I was told that they would be fixed, along with anything else I found. He said "I don't know what you're complaining about... all new cars have blemishes... you can't find a car on the lot without blemishes" (is mitsu's quality that poor???) I was then told that I should be greatful for all the work that they did to get me the car I wanted so quick, and that they would NOT be fixing the problems. I was told that I could speak to the GM the next day, and that I can take the car till I speak with him. I denied taking the car as I wanted them to have all responsibility for the car... I then left. There was A-LOT more said both by Bob and I... and I basically did everything but call Bob a "d*ckhead" before I left.
20 min later after a few phone calls, I called Leona, and said my lawyer wanted me to stop by to take pictures of the damages. I stopped by shortly later, and started to take pictures of the damages. While I was out there, the Assistant General Manager came out, and asked how I was... He was very pleasant, and while I was taking pictures, was glad-handing my father (who took me there), and asking me questions. At the point, I don't think he knew the full story, and I think Bob had only told him half the story, as the AGM sounded hesitant about claiming responsibility for fixing the car... I didn't have much time to talk to him, so I scheduled an apointment the next morning for 9am to discuss the issues. (I am glad, as I was extremely upset, and would have just yelled if we talked...)
The next morning I arrived at the dealership, and before I could say anything, the AGM walked me out to my car and said "we will fix everything"
I picked the car up the next week (april 27th), and was pleased with the repairs.
So, let me sum it all up.
Paul - salesman, did everything he could to make the sale, and was extremely pleasant and cooperative to deal with. He went the extra 600 miles for the sale.
Leona - service advisor, was extremely pleasant and I believe she did everything she was authorized (by sales.... Bob), to do to make me happy... you could hear the anxiety in her voice when I came to pick up my car and it wasn't fixed. I honestly believe that Bob had only authorized her to do the cheapest possible work to the car.
AGM - I am sorry I cannot remember his name... but he was a fair, and pleasant person to deal with. Once he heard the full story (from Paul, Leona, and Bob. He didn't even hear my side... yet he still knew what was the right thing to do), he did what it took to make me happy.
BOB - a sales manager, a total and complete A**h*le... Rather than do anything to make me happy after the paperwork was signed, he denied responsibility to do any work that was promised, and tried to weasle his way into making the extra buck. He tried to bully me into taking this car damaged, and I feel that he has probably done this before to other people. I feel sorry for anyone who has dealt with him in the past, and feel sorry for the honest salesmen who work under him. I feel that it was Bob that made what should have been a pleasant experience (buying a new car) into a one-month ordeal that ended up costing me an extra $700 in plane tickets, and extra 3 days in travel.
Big Two Mitsubishi - I don't know if I can recomend this dealership for sales. I believe I can recomend them for service as Leona was pleasant, returned my calls promptly, and ensured that I was always informed.. but if your paperwork has to go through Bob for the sale... I would suggest you look elsewhere.
Sorry for the long rant... but I wanted to be sure that others would be informed in their choice of dealerships in the future. If Bob was gone... I would have no problems recomending Big-Two mitsubishi to everyone.
Thread Starter
Account Disabled
iTrader: (9)
Joined: Apr 2007
Posts: 460
Likes: 0
From: AZ, currently in Space Coast, FL
The salesman drove 600 miles to go pick up the car. (he got lost going to the dealership. The car was delivered to me with 250 miles on it.
As for the towing, it was a sunday, I asked them about the towing, but they wouldn't do it. I'm sure this was because of the price (weekend 250 mile tow), and also because they would have to tow the vehicle they traded for the Evo (I believe it was an endevor), but in the end, it ended up costing them more money because they didn't tow it... Big Two doesn't have a body shop, so they had to pay an outside shop to take care of it.
I took delivery of the car because I was told it would all be taken care of, and I was leaving the state in 8 hours.
As for the towing, it was a sunday, I asked them about the towing, but they wouldn't do it. I'm sure this was because of the price (weekend 250 mile tow), and also because they would have to tow the vehicle they traded for the Evo (I believe it was an endevor), but in the end, it ended up costing them more money because they didn't tow it... Big Two doesn't have a body shop, so they had to pay an outside shop to take care of it.
I took delivery of the car because I was told it would all be taken care of, and I was leaving the state in 8 hours.
Thread
Thread Starter
Forum
Replies
Last Post
dcdirtrider
Evo General
17
May 16, 2016 06:34 PM
Sovski
EvoM New Member / FAQs / EvoM Rules
4
Feb 7, 2014 04:48 AM