This concerns, "Metro Mitsubishi" in Halifax and Mitsubishi Motors Canada. Over the last year, I have gone through hell as I attempted to purchase a new 08' Lancer from them, and a used vehicle for my spouse.
In June of 2007, I approached Metro Mitsubishi in Dartmouth, Nova Scotia and began the process of ordering a 08' Lancer GTS. A few months passed and I was informed me that my vehicle would arrive on the 10th of October 2007. As October approached, I handed over my 01' Eclipse to Metro for consignment. I shared my Spouse's vehicle and rented as well in anticipation of receiving my new Lancer. On October 10th, I received a call from Paul. He informed me that my vehicle would not arrive due to an "unknown" delay. In addition, he stated that the shipping bill had no information and that his supervisors were not getting any answers from head office. This was five months after I ordered the vehicle. Paul insisted that I call customer service myself for assistance.
I called the Mitsubishi Motors Canada customer service number over a period of four days with absolutely no response. On the third day, I e-mailed customer service through Mitsubishi's Website; again with no response. Finally I gave up, and in frustration called Mitsubishi Motors North America head office in California. I left a voicemail with the HR executive. Also, I called Dan Booth, the executive VP a day later and left a message on his voicemail. I asked him to help me in lieu of the absolute non-responsiveness of customer service.
After a few days, I was finally able to get a hold of "Yossef", one of the two customer service representatives for Canada. I explained to Yossef my displeasure with receiving absolutely no response and that I was stuck without my new vehicle or answers. He was quiet, did not apologize or show any remorse for my ordeal. I inquired about receiving a temporary vehicle seeing as at that point without my new Lancer. I was renting a car out of pocket to get to and from work. Yossef stated, "He did not have the tools to help me". He stated that he did not know why my vehicle did not ship, could not give me a new date, and that was it. Finally, I asked him if "he cared about my situation? " The phone went dead silent and I received no answer, he did not speak at all and seemed uninterested.
That night, Linda Stewart, called for the HR executive at Mitsubishi Motors in California. She understood my frustration, but unfortunately did nothing to help. I explained to her my disappointing conversation with Yossef. She instructed me to call Elana Weir, the "other" customer service rep for Canada. Apparently, she would be more pleasant to deal with? Ms. Stewart would not provide a temporary vehicle and stated that I would receive my Lancer, eventually. She passed on her personal information.
After my conversation with Linda, I forwarded on my efforts to my salesman at Metro Mitsubishi. He insisted that he would ask the dealership to produce a temporary vehicle for me, which never happened. Paul told me that his regional rep could not provide answers for him. He informed me that his hands were "tied" and that I was one of many customers who were without a delivered vehicle.
A couple weeks passed, Paul and another salesman, Benji at Metro Mitsubishi took initiative and were able to swap vehicles with an un-opened dealership in Alberta, Canada. How did that take priority over me? Why didn't customer service research and provide that service? I was told in early November I would receive my new car. Eventually on the 8th of November I did, no thanks to Mitsubishi's unresponsive customer service.
Moreover, my experience at Metro Mitsubishi was horrific. The sales manager, Stan was very ill mannered and used pressure tactics as a sales method. A month prior, Stan attempted to pressure sell my spouse a red 2003 Elantra. This vehicle had smoke coming out of the engine, no tread on the tires and produced loud noises. Later, it was confirmed to be an engine bearing and belt. Stan interrupted our salesman Paul repeatedly over the duration of that sale. All of Metro's "used" vehicles have no sticker prices on them as I was informed privately that it enables Metro to set their own "perferable" price with buyers. Additionally, in the summer months Metro hires "professional salespeople" from Ontario to attend their Suzuki and Mitsubishi dealerships. This is for the sole purpose of selling off inventory fast and in a pressure based manner. Some of their listed used vehicles were in poor mechanical shape as I was politely advised not to purchase certain ones.
Regarding the Lancer, Stan lied about matching and providing a $500 military discount as comfirmed twice by their Suzuki dealership and listed on a DND website. Additionally, he attempted to deny my spouse her Aboriginal tax rebate and harassed her at home while her grandmother was sick for university documents. After my horrible ordeal, I was required to pay back a $500 student discount he provided, since university identification was unacceptable and a degree is required (never mentioned).
Additionally, before picking up my new car on Nov 8th 2007, I gave notice that my spouse's grandmother was extremely sick with cancer. She was driving six hours to co-sign the vehicle. The paper work needed to be completed ASAP. The situation with Metro Mitsubishi became appalling very quickly. We showed up at noon and did not leave until 5pm. The financing, for which the payment plan was already selected for me? was not completed. Paul stated that due to maintenance costs and the low selling price of my trade in, that I could not receive the price agreed to earlier. I was offered $500 less then a written agreement and my vehicle was already sold and off the lot!
A couple weeks following the sale, not only did I repay the $500 student discount, but also I noticed that they over charged me $100 dollars on my financing. The misery just never seemed to end with Metro Mitsubishi.
I wrote Mitsubishi Motor sales of Canada's president, Kogi Soga on two occassions, only to be ignored. Finally Service rep, Elana Weir wrote a letter stating that they are not at fault for my ordeal. The owner of Metro Mitsubishi also acknowledged my experience, but no solutions or efforts were put forth.
Lonnieg3
Halifax, Nova Scotia
Canada
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