I would not recommend this dealership and suggest dealing with another Mitsubishi dealership instead. The process of buying our 2017 Mitsubishi Outlander GT was fine; however, the lack of service provided following purchase has been extremely frustrating. The staff we dealt with were good at making commitments that they did not fulfill, and were not completely honest with us. I will provide the facts below and you are welcome to form your own opinion.
Our SUV was involved in a fire incident only 7 weeks after we purchased the vehicle, where it was written off by a third party. I contacted the dealership in late September after the incident occurred to advise them. The Sales Manager was incredibly empathetic at the time and kindly offered the dealerships assistance with obtaining the best value possible from insurance. I was pleasantly surprised that a dealership would offer to help with this and she said our sales consultant would contact us and take good care of us. The sales consultant did contact us, but it was only to ask about coming in to purchase another vehicle from them, but not to offer assistance with our situation as indicated.
At this point we were not interested in purchasing another vehicle, as insurance was offering an extremely low settlement which would have left us with a outstanding loan on a vehicle we no longer owned. I contacted the dealership again to inquire about the assistance they had previously offered and to ask about the possibility of a prorated reimbursement of the MANY warranties and protections we had purchased with the vehicle (over $5,000).
I was told by the Finance Manager Kevin that the warranty was only transferrable to another vehicle and that it is nearly impossible to receive a refund. At first I understood but after speaking with family/friends they indicated this sounded odd, so I contacted a different Mitsubishi dealership to inquire. I explained the situation and the other dealership immediately said I was in fact entitled to a prorated refund if the vehicle had been written off. He was kind enough to provide me with the contact information for the warranty company so I could contact them directly. I called the warranty company and they simply required 2 documents proving proof of loss and I was granted a 96% refund within 2 business days. Simple as that! Northside Mitsubishi was not at all forthcoming with this information and were just trying to get another sale out of us!!
If this was not already frustrating enough, there were other warranty and protections we had purchased that were through other companies. I once again spoke with Kevin to ask him to look into these as well, and explained that I was successful in receiving a refund for the other warranty package. We spoke on a Friday morning and he committed to getting back to me on the Monday by 4:30 pm, so we could use this information to determine whether to accept the insurance settlement or negotiate further. I waited until Monday after 5:30 pm and did not receive anything, so I called him to follow up. He said a refund was not possible on 2 items, but was looking into the disability coverage. Once again he committed to getting back to me by 10:30 am the following morning (Tuesday). Once again, I did not receive an email or phone call from him! I called back Wednesday afternoon and asked to speak with Kevin; he never did return my call. Instead he had the initial Sales Manager call and she left me a voicemail indicating they were not able to pursue reimbursement. This still does not seem fair considering we only owned the vehicle for 7 weeks, but I guess that is typical insurance!
In closing, the several times were were promised follow up from Kevin and did not receive a call/email back is not acceptable. We still stand behind the Mitsubishi brand and their vehicles (we are repeat customers) but I will never recommend this dealership based on our experience. Northside Mitsubishi should learn the lesson to not make commitments to customers that they have no intention on delivering on.