I paid Rockville Mitsubishi over $200 on 10/02/09 to have my transmission serviced. I waited for three hours, expecting my car to be properly serviced and treated well.
Instead, after receiving the transmission flush from Rockville Mitsubishi, I noticed that my air intake was loose and the clips that were supposed to have held it in place to be missing.
I do not work on my car myself, but I do check my car over before and after EVERY service I receive. This includes looking over the exterior, checking all my fluids, and making sure no parts are damaged or missing. I take the time to make sure that my car does not come back from whatever shop I take it to in worse shape than when I brought it in.
On the following Monday (Oct 5th), I took my car back to the dealer and explained my issue with both the Parts and the Service Departments. The service advisor, Tom Andrews, came out with the mechanic that worked on my car. The mechanic flatly refused to accept any blame for the missing parts and was backed up by the service advisor. Both of them made no attempt to apologize or resolve the issue.
Both of them admitted that they had inspected my air filter while my car was being serviced. The mechanic commented on the fact that I had an aftermarket air filter, which had nothing to do with the fact that my air intake was loose and the clips were missing. The air filter in question is a drop-in filter that can be easily removed and inspected without removing any other parts.
As I saw no reason for him to touch my air intake system or air filter in order to perform a transmission flush, I reminded him that I had taken my car in for transmission service, not an inspection. The mechanic at this point said he was just doing his job. I told him that if an inspection was part of doing the job, then he should not have missed the issue of my loose air intake and missing clips.
This is when the service advisor, Tom Andrews, said that ""Maybe he just didnt notice"". This is not acceptable to me. A mechanic not noticing such an issue is not doing an inspection properly. This shows careless disregard for quality of service and sloppy work.
The service advisor was also very rude and belligerent. Not only did he refuse to admit fault, he tried to put the blame on me. He asserted that I had removed the clips myself and had come back to the dealer just to complain. He also told me that he doesn't need customers like me and that the conversation was over.
As a paying customer, I found this treatment to be extremely unhelpful and outright insulting. I came into the dealer needing only only a transmission service, and left with a loose air intake and missing parts. I will never take my car to this dealer again.
Pros: Dont have to go far to be ripped off
Cons: Quality of work, Customer Service, Pricing, Wait Time
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