FLATLAND MORTGAGE SERVICES

Initial Business Response /* (1000, 7, 2015/10/19) */
HelloThe Subaru in question that was purchased had actually just had a brand new engine block installed, with many other brand new components as well, along with a brand new Turbo Charger in particular that seems to be the item in question
The brand new engine block and turbo had been installed and fully tested and were not leaking prior to the sale, and the turbo was brand new as mentioned
If the customer purchased an extended service contract, all of the coverages of this contract would be fully explain in the extended service contract paperwork as to what is or is not covered by that company
The customer claims that the day he purchased the car he had issues with it including some part falling off, and the very next day it began leaking oil, but his sales consultant *** (our most experienced and highest rated sales consultant) heard nothing from the customer about thisIn fact, *** called the customer as per his/our process the day after his purchase (the day after the part was claimed to have fallen off, and the same day it is claimed began leaking oil) and asked him if he was enjoying the carThe customer told *** that everything was great and sounded super happy with the vehicle*** specifically told him to contact him if he could be of further service*** has not heard from the customer sinceWe normally would always hear about something like the issues mentioned immediately when it happened, especially the day of or day after a purchase
We have not had multiple calls or voicemails to our service department as stated from the customer OR the Subaru dealership***, the co-general manager in charge of service received one phone call from a woman at a Subaru dealership simply asking when the oil had been changed, and what work we did to the car*** told her all of this this info and asked if they needed more information and was told no, thank you
*** then received one angry phone call from the customer the next day or so, that he answered and spoke to the customer live at that timeThe customer was complaining that he had problems with the vehicle and that it was at a Subaru dealership, and the extended service contract company was denying the claim*** asked the customer why they were denying the claim and the customer told him he did not know*** instructed him to find out why they were denying it, that we could not do anything without that info and with the vehicle being at a totally different dealership, we could not answer any questions about what was happening to the vehicle either, as we had no way of knowing
That was the last we heard from the customer, and service has not gotten any other calls or voicemails from Subaru or the customerTo the best of our knowledge his issue had been resolved, until we just got the letter from the Revdex.com
I am the co-general manager in charge of sales, and I have also not gotten any voicemails or calls in regards to this matter from the customer, or from any Subaru dealership or even the extended service contract companyI am usually the top manager everyone wants to talk to if they have an issue with a vehicle they purchased
We still do not know the reason the claim was denied by the customers extended service contract company, or what the problem actually was with the vehicle, and when it even occurredAgain, we would have been more than receptive to help see what was going on and why, but after the last contact from the Subaru dealer and that phone call from the customer, we have not heard from anyone
Initial Consumer Rebuttal /* (3000, 9, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the Engine and Turbo are brand new than there should be a warranty with said repairsI was not told that the turbo was new and replacedThe day after the purchase they are claiming that they called and the following was said "(the day after the part was claimed to have fallen off, and the same day it is claimed began leaking oil) and asked him if he was enjoying the carThe customer told *** that everything was great and sounded super happy with the vehicle."That is not the case they called me for proof of employment for my dad and IThey asked to have us fax over pay check stubs*** never asked if I was happy with the car or how the car was performingWe didn't have any physical copies so some one in finance called and they where upset we couldn't provide the copies of the paycheck stubsThat was the only time I heard from them after the purchaseWhen I begin to have problems with the car I took it to Subaru here in *** where I liveI was confident that the warranty was going to cover what ever repairs neededI called numerous times service and sales would not answerI left messages with the receptionist and she said the message would get to the service managerHe would look up the service records and let me knowThe receptionist called me back the next day and not the service managerShe gave me the date of the last service performed and would not be able to tell me anything else because it was confidential informationI needed that information for the extended warranty they sold meThey wanted physical proof of past services done*** at Hanlees also called several times with no successThey kept her on hold and never where able to connectI dropped it off on an Monday and she called that Tuesday, Wednesday, Thursday and they didn't answer until Friday in the service departmentThey finally gave her the service proof the warranty was asking forI never got a call from the service managerWhen I spoke to *** of course I was upset I had been trying to get a hold of anyone there that could help and had not gotten any assistanceWhen *** asked me why they weren't covering it I told him whyIt's not a covered component on the plan they sold meHe at that time never advised me that they had just recently replaced the TurboThe same part that now is leaking oilThat would of been useful information for me to know that it may have warranty with *** AcuraI am now having to be financially responsible 100% for a repair they did right before selling me the car*** never told *** anything in regards to the engine replacement or TurboAll he told her was the information on the last serviceAfter not being able to get any assistance from *** Acura I filed the claim with the Revdex.comIt is a nightmare I never expected to have to deal withThey are not standing behind a car they sold and repairs that are needed on components they recently replacedI have only had the car for a few months and the repairs they did are now failing and they need to make this rightNot *** nor did *** ever ask how can we help? What can we do to help fix this