Route 46 Mitsubishi

Route 46 Mitsubishi responded

Dear Gary, FIrst, let me say that in no way, shape or form was I trying to be insensitive to you or your family regarding the death of your uncle. In our conversation, you brought up 'sentimental value' as a reason why you were looking to get the most money for your trade-in. I attempted to explain to you that if our tables were turned and I was attempting to retail the exact same vehicle to a dealership customer and told them that it had the same sentimental value reasoning they would pretty much tell me, in not so many words, that it would be a moot point to them. In no way was I trying to diminish or insult the passing of your uncle by explaining that, but if you feel as if I had, then I am sorry for that. Next, let me go over what exactly transpires in valuating any trade-in vehicle that comes through my doors. Your salesperson gathers all pertinent information on your trade-in vehicle and brings it to the attention of the dealership's used car manager who performs all the motions for the appraisal of your vehicle. Once your appraisal is completed the valuation is given with all supporting documentation including, but not limited to, CARFAX reports, auction results, condition reports and add/subtract option listings. As I had infored you, Kelly Blue Book, while being a standard guide for insurance company payouts on vehicle total loss settlements, is not what we or most of the industry that I am aware of use for our ultimate trade-in valuations. As far as your trade-in was concerned, the used car manager submitted his appraisal report based on everything given to him by the salesperson and that was it. You are incorrect in assuming that I offered you more on your trade because we valuated your vehicle higher. We did not. What I did was attempt to secure a deal based on what you identified as the deal-breaker: your trade-in. Mind you, I have a responsibility to SELL cars and am given some override latitude on a trade-in to secure a deal, but, on the same token, I also have a responsibility to my company that by going over that amount would be fiscally irresponsible. If I were to cross that line, then I would undoubtedly have to show myself the very same door that you are saying I should be escorted out of. The old Catch 22 - Damned if you do, damned if you don't. Like I said before, Gary, if you felt like in someway that I had been insensitive towards your family's trade-in vehicle, I apologize for that as it was never my intention. But on the same token, I cannot deny the responsibility that I have to, number one, protect my company and, number two, protect my own good name. Your review has called me everything from 'cold hearted' to 'pathetic' to 'a liar' and even to go as far as to say that we were trying to 'pad our pockets'. I spent almost ten years with the Mitsubishi organization and before that served in the U.S. armed forces. As such, I respect that you have an opinion on this matter and it is your right to speak what is on your mind. But you should also know that dragging my name in the mud and calling for my expulsion does not change the fact that at the end of the day we couldn't come to an agreement based on a difference of opinion on the valuation of a trade-in and at that point it simply is what it is. Sincerely, Michael Ko Sales Manager 46 Mitsubishi

Route 46 Mitsubishi responded

Hello, Thank you for your Lancer purchase from my dealership. Once, again, I can't say enough about Moses and how glad we are to have him on our team here at 46 Mitsubishi. He brings a different car buying experience to our floor and we're glad to have him on board. And we're glad to have you in the Mitsubishi family, too! As always, if there is anything that either Moses or I can do to enhance your vehicle ownership experience, please do not hesitate to contact either of us at your earliest convenience. Thanks again! Sincerely, Micahael Ko Sales Manager

Route 46 Mitsubishi responded

Hello, Thank you for your purchase at my dealership! I hope you are thoroughly enjoying your Outlander Sport SE. Here at 46 Mitsubishi, we try to combine great value, great service and a great price in each and every one of our deals. If there is anything that Edwin or I can do to enhance your vehicle experience, please do not hesitate to contact either of us at your earliest convenience. Thanks again! Sincerely, Michael Ko Sales Manager 46 Mitsubishi

Route 46 Mitsubishi responded

Hello, I'm sorry that we were not able to work things out to an amicable solution. As per our communications, I have addressed the issues you had with our website and have made adjustments as you had pointed out. As for cars.com, they are, much like Dealer Rater, a third-party site, that we do not have control over policy-wise, unfortunately. While I do not believe that a one-star rating is a correct overview of what a typical customer experiences at my dealership, you, as the consumer, are also entitled to your opinion of how things transpired, and I will respect that right, as much as I disagree with the rating. As can be seen from my other reviews and from the back and forth communication that I have had with you, I take my Dealer Rater rating very serious and that extends to each and every customer that passes through my doors. Sincerely, Michael Ko Sales Manager 46 Mitsubishi