Route 46 Mitsubishi

Route 46 Mitsubishi responded

Hello Kyle, Thank you for your candid review on the behavior of the salespeople in my dealership. I am, to say the least, extremely disturbed by this revelation. In no way do I condone this sort of behavior among my staff members and I will be addressing this issue personally. I can completely understand your point of view on this review, and as a consumer, myself, I can empathize with everything that you went through in your experience. When I deal with any customer that comes through our doors, I do my best to empathize with their situation and that is the main reason I intervened and got straight to the bottom line. As a consumer I understand that the bottom line number is what will either constitute doing business or not and sometimes I can be the hero and other times I cannot beat a number that is not possible for me to do. That is why I didn't take it personally and gave you the best possible number that I could do for you, regarding a vehicle being sourced and shipped. I do thank you for the kind words towards me and my demeanor towards you. I sincerely want to apologize to you for your experience, Kyle, and I understand your reasoning for the review that you posted. Ultimately, these reviews are monitored by my ownership and, ultimately, I am responsible for the ultimate outcome of such transaction. Reviews like this are what help me to understand what is going on in my showroom, especially things I am no privvy to, such as after hours text messaging. I assure you that such behavoir will be corrected immediately. We are a service based business and a large part of that comes down to listening and not talking. Mr. Rodriguez and Mr. Brusco will be listening to what I have to say or they can pack their bags. As a store that has only been open for a few months, I do admit that there are some kinks and bad habits that I have to correct in my staff and I'm trying to make progress each and every day. I am hoping that you would find it agreeable if we could find some sort of medium on here to alleviate the backlash I will be feeling from my superiors and customers that come on here to find reviews. You are absolutely correct that at the end of the day, it is business, and this business is my livlihood and I hope that you will take that into consideration in your review. Thank you very much for taking the time out to read this and if anything changes in the near or far future, I am, always, at your service. Sincerely, Michael Ko Sales Manager 46 Mitsubishi 973.321.1090 x 1417 C 201.895.0550

Masonite responded

Hi Mike, I do appreciate you reaching out to me with a passive stance and willingness to correct the situation. Coming from a retail background myself, both in sales as well as leadership, I do respect the way you are handling this predicament. I believe that in life, **** happens, that some situations are unavoidable and turn sour, and that at times it is unfair for an entire company/division/group/etc be penalized for the actions of an individual--although taking responsibility should ALWAYS be expected. You have taken the responsibility, and for that, I am willing to meet halfway with you on this review. I feel my overall experience, as far as the score ratings are concerned, are spot on, and I have no intentions of re-scoring. My written review, however, will be revised to exclude the "text message" situation, as that can hint to customers as a lack of control of your employees (among other things). I will smooth out a few other points in my review to be a bit less descriptive, and will give you the courtesy of reading over the finalized review before it is posted. I feel this is more than fair, and encourage your feedback on this idea. In return, here is what I want from you. Aside from this reviewing website, I want to not be contacted in any way. I request that my records be removed from your dealership's archives, and I want all communication in the forms of mail, telephone, e-mail, etc., to be ceased between myself and your dealership and any business partners (I should only be receiving communication from the Paramus Mitsubishi dealership in the end). I feel exposed, having given all my personal information (including my social security number), and I would like your personal guarantee that this will be taken care of. I feel this is a simple and low-maintenance request. My intentions are not to harm or embarrass your business, nor your employees. My intentions are simply "to be heard", and it's obvious to me that you, Mike, are listening. Thank you. I look forward to your response. Sincerely, Kyle Mason

Route 46 Mitsubishi responded

Hello Kyle, Thank you for your prompt response. My apologies for not being able to respond to it until now - the recent snowfall in the area took me away from my in-dealership duties to that of a more physical in the form of getting cars moved for the overnight blanketing that News 12 is forecasting. I sure hope they are wrong, but taking a look out my den window at home, I forsee a lot of Icy Hot in the next few days. I agree with your overall view that stuff does happen, and while the results ultimately did turn sour, I am glad that we can communicate about this in a professional and mature environment. My ultimate goal, as a retailer, was to sell you a car, and more importantly, sell you a car through a pleasant experience, though as much of an oxymoron that is in the retail automobile business, and I have failed in that. I've been with Mitsubishi Motors for 11+ years and it's always been my goal and intention to try to make every customer contact as pleasant as possible, and though the ultimate outcome of this transaction did not go as I had intended, I hope that in the future, no matter how far down the line, you'll keep me in a fair light. I will be in contact with my Business Development Center tomorrow and give them explicit instructions to have your personal information expunged from the archived records. You should not be in receipt of any other communications, other than on here, from my place of business. Mr. Rodriguez and Mr. Brusco were also both spoken to today in regards to the situation and they were both formally disciplined by myself and the dealership General Sales Manager. In their communications to me, Mr. Brusco was the first to offer his apologies to you in regards to the events that occurred. In his defense, he is one of my top salespeople and sometimes he can get a bit over zealous in his approach. This weather has gotten us all a little crazy, especially when sales quotas still need to be met and we compete on a national level with other dealers who have never even seen a snowflake. I hope I have gone over your points thoroughly, Kyle, and I do hope that you come away from this with a sense that though the original transaction was not your cup of tea, that, yes, in fact, someone is listening and willing to hear you out. The buck will always stop with me and you have my assurance that I will see to it that your needs are met to the best of my ability, whether you purchased a car from me or not, because life is a very long journey and one day I may still be able to sell you a car. If ever that may be the case, I will make sure to deal directly with you. Thanks again, Kyle. Sincerely, Michael Ko Sales Manager 46 Mitsubishi 973.321.1090 x 1417 C 201.895.0550

Masonite responded

Hi Mike, I appreciate you showing urgency for this situation, but I do understand your other obligations to your business, as well as your safety and health during this crazy weather. I'm willing to be very patient, knowing this will be handled accordingly. I thank you for accepting my request, and I shall revise my review over the next few days. I am open to the idea of a brief back-and-forth discussion of my revisions if you feel that my words are too harsh for a business standpoint. I must say, you've certainly turned this situation around, Mike. Although we may not do business today, I can say that I'm not closing my doors to your dealership for possible future business. Thank you for handling this issue the way you are. Sincerely, Kyle Mason

Masonite responded

Hi Mike, Revisions to my review (written and scoring) "over the next few days" have been expedited. I look forward to your response. Thanks. Sincerely, Kyle Mason

Route 46 Mitsubishi responded

Hello Kyle, Thank you very much for your revised review. I am completely willing to accept that review as it stands and I would furthermore like to thank you for brining everything to light for me. From a management standpoint, I know there's never an end to improvements that can be made, but thanks to your straightforwardness, I can know where to begin. I appreciate and thank you even more for adding that you would be open to possible future business with me. If you have any questions in regards to your vehicle's maintenance or care that cannot be answered by the Paramus facility, I would be more than happy to help you. I have a very large technical background with Mitsubishi vehicles and back in my younger years, I was a national vehicle product knowledge comparison winner for Mitsubishi Motors. If you have the time, you can even look me up on Google. Seriously. =). Just google : Mike Ko Evo And click on the first link that comes up. I'm very particular in everything that I do and the smallest bolt matters to me in any vehicle build that I do, just like every customer counts each and every day. Thanks again, Kyle, for giving me the opportunity to serve you and your needs. Sincerely, Michael Ko Sales Manager 46 Mitsubishi 973.321.1090 x 1417 C 201.895.0550