Lancaster Mitsubishi — Local services in East Petersburg

It took 5 months to get my title, & I had several interactions with LM that left a bad impression. I deleted my initial review. I was asked to write it before the sale was done, it made me uncomfortable as the service wasn’t complete. This was my first dealership purchase & first time buying out of state. In hindsight, LM wasn’t clear about what to expect or what I needed to do on my end.

I wasn’t told I needed a state inspection in my state to start the title process, causing months of delay. I’m unsure if it's common knowledge, but LM should make it 100% clear, major miscommunications like this could have been avoided. 2 months after sale, my temp tags were about to expire. I hadn’t heard from LM. I reached out & was told to call the title dept., that it should be an easy fix. I called a few times, got transferred, but no one ever picked up.

My partner, who co-signed, got a bad feeling when the tags expired. We ended up driving to LM in person when we couldn’t get through by phone. That’s when we were told about the inspection. Mason, who we’d worked w/ before, tried his best & did make a call to try to get new temp tags, but it wasn’t legally doable.

We were misinformed that we could get new temp tags in our state. At the DMV, the clerks were confused. They said we could get a trip permit to the inspection station, not new temp tags. About a week after going to LM, I got a voicemail from the title dept. When I spoke w/ Geo, she told me I hadn’t been informed about the new inspection because LM has new management. I got the impression part of the titlework was difficult or confusing for them to complete. The call felt rushed; Geo almost ended the call before I could update my address.

A few weeks later, I called LM to ask when I should expect my title, now that the inspection was complete. The rep told me to ask the inspector, which is incorrect/impossible for them to know. More time passed w/o communication. At times I wondered if I was being scammed. I was researching if I needed to report this to PennDOT to get my title.

Eventually, the process moved along, Geo reached out via email. In early July, I received an email from Geo asking where I wanted my tags sent—even though I had given her my address two mo. ago. I also wasn’t aware LM would be sending me tags; it hadn’t been explained during the sale. I’d planned to reuse the tags from the car I traded in. Her email also had grammatical errors. Another rep from the title dept. emailed asking for my address. I also asked if the cost of the tags was part of my initial purchase, & it wasn’t answered. I wish more had been covered during the sale so I’d know what to expect.

I was then told my tags & title had been sent to the wrong address, but that was resolved fast, thankfully. There was confusion & lack of communication each time I interacted w/ LM, it’s unprofessional when I’m handing thousands of dollars upfront. I paid in full at the sale.

My partner recently bought a car from a different dealership, comparing interactions showed me that LM doesn’t measure. That dealership offered to handle title & registration for the state we’re moving to. LM said they didn’t know if that was possible/how to do it. My partner got his title in a few weeks. Even after clearing things up w/ LM, it took 2 mo. for me to receive my title.

I’m not sure how much of this is the fault of the employees. It could be bad management, understaffing, or lack of training. The employees were always polite, but the process was rocky. Worth noting: my temp tags were expired for 3 mo., so I couldn’t drive my car. What if I had to pick up kids from school or get to work? Luckily that wasn’t the case, but being stuck at home (my partner & his vehicle were out of state) was extremely inconvenient. Intentional or not, LM is wasting customers’ time. I was polite throughout, but I’d understand if someone else in my situation expressed more frustration, as it was an incredibly stressful experience. I hope new management shapes up. At very least, I like my car & am glad to have...

Let me explain why I gave this dealership 1 Star.

I found a Tesla Model S listed online by Lancaster Mitsubishi and scheduled a test drive with Jose the saleperson. Upon arriving, I was approached by another salesperson named Nate (“Little Nate”), who informed me that Jose was at lunch and explained he would be my salesperson, I later learned Jose was actually in the service center, which was misleading.

During the test drive, I asked Nate if the vehicle had new tires. He assured me it did, which was a key factor in my decision to move forward with the purchase. I also informed Nate that I wanted to retain the license plate from my trade-in vehicle, as it had sentimental value. He said this would be documented and wouldn’t be a problem.

Unfortunately, the finance process was extremely slow—lasting near five hours. I was told the usual finance representative was off and the person filling in was inexperienced. When reviewing the paperwork, I noticed I was being charged Pennsylvania taxes despite being a Delaware resident. The finance representative apologized and promised the paperwork would be reviewed and corrected before submission. That never happened.

After the paperwork was completed, I inspected the vehicle and discovered the tires were not new—they were worn down to the tread line. I immediately raised this with Jose, and Nate admitted he had been mistaken. At that point, I was approached by his father (“Big Nate”), who was the general manager and he claimed he couldn’t replace the tires but would offer them at cost. I was exhausted and frustrated at this point so I agreed to follow up the next day.

When I called Jose, he apologized again and asked for tire sizes. He later informed me that the dealership only sources tires from TireRack.com and receives no discount. He also said Big Nate would not install the tires without charging me, despite his earlier promise.

This experience has been deeply disappointing. I traveled nearly two hours from Delaware with high expectations, only to encounter misinformation, broken promises, and poor customer service. To make matters worse, I’ve now been told that the request to retain my license plate was never documented, despite my clear instructions.

Here is a summary of the issues I encountered:

I was misled about Jose’s availability.

I was falsely told the vehicle had new tires.

Big Nate promised tires at cost and installation, then reneged.

I spent over five hours at the dealership due to inefficient processing.

I was incorrectly charged Pennsylvania taxes.

Promised corrections to the paperwork were never made.

My request to retain my license plate was ignored.

I would appreciate the opportunity to speak directly with the owner regarding these concerns. Please feel free to contact me at your convenience if anyone cares. This place shouldnt be under Mitsubishi trademark because the place is...

I have never given a bad review for Platinum Mitsubishi until now, We live two hours away and drove down there to look at a new 2024 outlander, We had all the paperwork they wanted and went through the process they gave us the offer sheet of the monthly payments how much We needed it for a down payment, so I agreed to it and signed the paper thinking that we were approved. One of the managers said that they couldn’t get the deal done today because of them closing soon so he said he would bring the new vehicle to our place two hours away and would take our vehicle and do all the paperwork at our house, But then he comes back, saying we needed more down payment to get us in this vehicle Something to do with the bank and that we were approved, but it was something on On their side they had to work out so we left and went home and they said that they would contact us on Monday to finish the process. We never heard from them. I had to contact them to see what was going on and basically they said I was approved and that they were still working on the deal but then nothing so I contacted them again and they basically said that they couldn’t do anything and that we weren’t approved. The communication there between the dealer and the sales person and the buyer is so weak. They had us thinking we were approved and that we were going to drive away in our new vehicle but we were let down with what I call my worst experience at a car dealership. On top of that, I went to the finance person to talk about the gap insurance from our previous purchase and what was going on with that, and he just blew me off like he didn’t wanna be bothered. So since It didn’t work out there. I was gonna look at other dealerships, I wanted a copy of the appraisal Of my vehicle so I could show the other dealers what they were offering for my trade and haven’t heard from them at all, It’s it’s not a top-secret document where they can release it to the customer since it was signed by me. I had good experiences with them in the past but for future car purchasing I probably will not go back to Platinum Mitsubishi it was a disappointment. Millie, who was our sales person did a great job I am not saying she didn’t do her job she did. She was as lost as we were when she found out we weren’t approved. She also thought we were approved. Bottom line is Don’t tell a customer that this is what they can work out to only change their minds. It’s only a piece of paper with numbers on it that I wanted for my future car buying at another dealership and they couldn’t provide that. Very disappointed customer. Also they never took the time to explain what happened with the approval, didn’t hear from the managers had to get a text from the sales person which I initiated to find out about...