South Dallas Mitsubishi — Local services in Dallas

I have now updated my original review which gave them 5 stars. At first everything was perfect, the experience was great and smooth, the vehical was amazing and the service had been top notch.

UNTIL THEY GET YOUR MONEY.

I purchased my new vehical on April 23, 2022 and what was a dream come true quickly turned into a nightmare. By no fault of the dealership my vehical was hit by another driver and totaled. Between my insurance and gap coverage vehical was paid off. But this is where the issues start.

My insurance totaled out my vehical in early May, 2022 and sent the payment for my vehical to the dealership by the end of May. Working concurrently, the dealership was working with the gap insurance company the obtain payment for the balance left over.

The gap process took from the middle/end of May to the beginning of July to resolve. This is where the complaint begins.

From the middle of May through the beginning of July it was hell getting any information from the dealership about the gap payments. Calls were not returned, emails were not replied to, and I was left in the dark for weeks at a time. I would send emails requesting a call back, instead I would get an email reply with an excuse of why no one could contact me. This went on for 8 weeks.

8 weeks wondering what was going on, 8 weeks of stress trying to get my vehical paid off so I could get into a replacement, 8 weeks of poor customer service, 8 weeks of showing me my value to your company....

So the day finally comes when all the payments for my vehical have been recevied and I am clear to get another vehical. This moment, the excitement and anticipation of finally bringing closure to a very phyically and mentally stressful and draining experience, was met with a significant lack of enthusiasm or customer committment.

I felt like nothing more than a faceless number. The sales person (Sam) who had been absolutely wonderful the first time, now made little effort to be of assistance. Despite phone calls and text messages, my inquiries were not answered or answered timely. I had to send multiple messages to even get a reply, and when replies were received my questions asked were not answered. When information was received it was vague or inconsitant. It even got to the point where I had to call and complain just to get the sale/finance people to call me back as no one would return calls or emails.

The last straw was after financing was approved and it was time to select a new vehical. I recevied a phone call to schedule my appointment with Sam and come in and finalize everything. I sent a text to Sam asking for pics and specs of cars I qualify for, never received a response. I arrive for my appt and she has no idea I'm coming, even though she confirms I'm on her calendar she looks utterly shocked and confused. This is when things went from bad to worse.

She tells me my finance person is on vacation and won't be back until Wednesday and the finance person who is there doesn't want to work my case. So here I am just wanting to get back into a car and being blocked every step of the way. I leave angry and confused, I do not understand why the once smooth process has turned into this exasperating ordeal.

I leave and about an hour later get a phone call from what I assume is customer service, asking about my missed appt and if I would like to reschedule. I explain that I was there for my appt., explained what occured during my appointment and vented my frustration. I was apoligized too and that was it. No one followed up with me about my experience. The finance person working my loan never returned any calls after coming back from vacation. No managers follow up regarding my complaint. No one cared.

They received their money from my personal insurance/ gap insurance and now I no longer matter. For a dealership who advertises their great customer service, they have a poor way of implementing it.

My experiance left me feeling under valued, unappreciated for being a customer, frustated, angry, disappointed and frankly...

I absolutely loved working with Kenzi; she worked hard to get us in a new car. She went above and beyond, even taking the paperwork an hour away for my mom to sign. I definitely recommend anyone requesting her for their go-to-girl!! She will definitely do everything she can, even after the purchase, she still answers my questions & does her best to help!! I'm positive that when we're ready to purchase our next vehicle, we'll be going back to see her for sure!! The experience as a whole was great; everyone seemed very helpful and friendly. My reasons for the 4 instead of 5 stars had nothing to do with Kenzi, she is amazing, but reviews should be honest. Before I w tthe dealership I was contacted by a Don Herring rep & we communicated through texts. At that time I was told I was Pre-approved & asked when I could come in. I told the rep before coming I had some questions. First, was my unemployment going to be an issue for source of income, I was told no, be sure to bring it verification with me. I also asked about how much dowh payment would be, I was told there are no set down payments & to bring what I was comfortable with. My final question was to verify if I come in with less than $1000 to put down & unemployment being my source of income that I would for sure be approved for a vehicle? I was told the GSM said to come in because he has me covered; also that he's been doing this for over 20yrs so he's got it. So I set a time, I drive the 25 min to the dealership. We look at some cars, they submit the application, then they ask if we can add my boyfriend since he has regular job income.. So we add him; they come back with down payment requirement of $6000, because I was on unemployment, they only had one Bank that would approve unemployment. So, I really felt mislead & kind of lied to. I had to contact my mom to see if she would co-sign, she agreed.... After a couple of hours, the only approval they were able to get for less than $6000 down was in my mom's name only. We were reluctant to do that, but I really needed a vehicle, so we did it. Kenzi was great, I know she was trying but it wasn't in her control & she wasn't the one I'd been texting. So I really just wish the rep I was texting would've been more up front with me. As I said, so that we could get the car that day, she even met with my mom over an hour away to finish paperwork. She was very concerned & helpful. Overall, I did enjoy my experience, I love my new 2020 Mitsubishi Outlander Sport & it came with outstanding warranty packages & even roadside assistance which I felt was pretty awesome. I'm sure I'll return, but I'll be contacting Kenzi directly...

I don't have enough words to express how EXTREMELY happy I am with Sam and the entire Don Herring Mitsubishi staff. They went above and beyond to get me the vehicle of my dreams. FIRST let me say that my situation was challenging and I also was a little picky with the vehicle I wanted (I mean I am committing to a 6 year relationship, I should be happy right..lol). The process started about 2 weeks ago when I did an initial request online to do some car shopping. My first and only stop was Don Herring mitsubishi. They promptly call me back and scheduled several appointments, unfortunately due to circumstances beyond My control I missed my appointment twice. We finally were able to set up a time to go over possible car buying options. Sam greeted me with a BIG SMILE... She promised me from the moment that I got there that she would take care of me. And she did just that! I was first given an option for a basic SUV, but I am a little spoiled so I wanted a few bells and whistles after all I was leaving a car that was fully loaded including a sunroof. They got me approved for the basic model, but I still wasn't happy, and Sam and Ruben work together to make me a happy camper, they approved me for the SUV I wanted. They even took the car that I still owed on and paid it off despite me being upside down. I am now the owner of a 2022 Mitsubishi eclipse crossover SUV. And I got a few bells and whistles with it too, which I am very happy about. My payments are a little bit more than I expected to pay, but again I mentioned that I am a challenged case by the way of my credit and coupling that with being upside down on the current car and not a HUGE down payment, I CANNOT COMPLAIN!! The process after I got there took about 2 hours from start to finish I put my down payment down and I was out of there with a clean vehicle, no previous owners, and I'm very happy with my vehicle purchase. I owe everything to Sam, Ruben and the entire Don Herring Mitsubishi family. Thank you for brightening my spirit, believing in me, and making me feel better. Go...