I first need to say that Jay (our salesman) is exempt from this review. He was fantastic, it was everything after that soured my experience. After test driving several vehicles I had narrowed my decision to either a Kia Sorrento or the Mitsubishi Outlander. Both worked out to about the same cost but the Outland did not come with a back up camera unless we paid for the full Nav system while the Kia had the camera standard in the model I was looking at. The sales manager agreed to include the navigation system at no extra cost to compete with the Kia. We decided to go ahead with the Mitsubishi purchase. In the meeting with the sales manager I specifically asked him if I was buying the vehicle I test drove and he said yes. A couple of days later my fiance received a call that they had sold the vehicle on the lot and would be installing an after market navigation system which was an upgrade from the factory one we were expecting. After being assured that the after market system would have the same warranty and service as the factory system we agreed to move forward. The day we picked up our vehicle I was immediately disappointed with the the system that had been installed. It was nothing at all like I was expecting, not very responsive, the back up camera took a good minute and a half to boot up after the vehicle was turned on (doesn’t seem like a lot but most people take off a few seconds after starting the car) which essentially made it useless. I was also told that the system had been installed incorrectly and the buttons on the steering wheel to control the bluetooth (answer a call/hang up a call) were not connected. I was told to call back and make an appointment and they would correct it. A few days after I picked up the car, the nav system began malfunctioning. If a call came in through the bluetooth the radio would be at full blast when i hung up and the volume controls wouldn’t work. Occasionally while in the middle of a call the system would freeze and although my call was still connected I wouldn't be able to hear the caller and they couldn’t hear me, etc. I called Bank Street Mitsubishi to schedule an appointment to have the bluetooth connected properly and also to have the system looked at for the issues. I was told I needed to call the business that actually installed the system (the had sub contracted it without my knowledge). After trying to reach the contact Mitsubishi provided me for over a week I gave up and called them back. At this point I was fed up and wanted the after market system removed and the factory nav system installed. I was told that they would need to speak to the General Manager and would get back to me. After hearing nothing for several days I called back and was told that the factory system was too expensive and they had lost money selling me the vehicle in the first place so they would not be able to do anything for me. I went in and spoke with Jay (sales manager not the sales guy) and asked them to at least put the factory stereo back in (I was willing to give up the nav and back up camera to just have a functioning system). Jay called the service area to get a price (they had taken the factory system out but not given it to me) and find out the availability. He told me they had another vehicle on the lot with the Nav system and were going to swap the system i had for the factory one but that he just needed to confirm the size was the same. Once again I never heard back so again I stopped in to see what could be done. I was told that Jay had moved over to Mazda and Mo had taken his place. Mo looked at my file and again told me that they had lost money on selling me the vehicle and would do nothing to rectify the situation but told me to call the place that had installed it. Once again I was unable to reach the contact and am now stuck with a partially functioning unit and a terrible experience.
At the time of purchase, we pre paid for several oil changes thinking it would be convenient and slightly discounted. The following year we moved to Montreal for my fiance's work. We were looking at putting a hitch on the mitsubishi and called Bank Street hoping to give them one last chance to improve our opinion of them. We asked if in lieu of the oil changes they would install a hitch and discount it by the cost of the remaining oil changes. Keep in mind we were not asking for any extra discount we just wanted to trade in the value of the oil changes towards the value of the hitch, We were prepared to pay the balance. Mo told us that he would look into the different costs and call us back. A week later we still had not received a call so my fiance called back. Mo had no idea who he was and was clearly not planning to look into our request or call us back. He offered us an after market hitch (see above for how enthused we were about after market anything) at an inflated price plus full labour cost. This was after he tried to quote us $300 more than his own parts department had quoted for a factory hitch. I guess lesson learned, don't pre pay for oil changes because you never know when an unexpected move will come up.
I wrote this in detail because while I see that most people wrote glowing reviews (one of the reasons we went to Bank Street in the first place) I noticed that most of them never had to deal with an issue with their purchase. Had my Nav system been installed correctly with a quality product that worked I would have left and given them a great review too. Unfortunately, this dealership is well aware that once you have given them their money you have no recourse. They did not honour the warranty for the Nav system, did not help me to get it fixed, made no concessions at all with the pre paid oil changes and overall gave us a horrible experience.
