Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care As for the cable tie, nothing is documented until the third visit So therefore since it was not documented until the third visit it did not exist the first two visits As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair workIf I need to spend money for this repair I will have it done by someone I can trust Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr*** purchased a New Subaru Impreza on 4/22/At the time of purchase he also purchased a Subaru Service Agreement (7yr, 70,mile gold plus plan)At no time did anyone describe to him that it was a maintenance agreementIn Subaru of Kings Automall did not even offer Subaru
Maintenance Plans because every customer purchasing a New Subaru received free lifetime oil changes at our dealershipEvery document clearly states Subaru Service Agreement, the purchase agreement, the additional service agreement and even the finance menu presented to him described it as "Extended Service Contract, pays for covered repairs, plus towing, and rental car, Subaru Gold Plus, 7year 70,miles, Deductible $100"All of these documents were acknowledged and signed by Mr***He spoke to the business manager on 2/and cancelled his Service Agreement in writing at that timeThe Contract was cancelled via the Subaru electronic site on 2/10/He was informed of the pro-rated refund amount and told it generally takes 4-weeks for checks to be issued from Subaru and that check would go to his lending institutionSubaru issued the check at the end of March and it was mailed to his lending institution the week of 4/4/I never wish any customer to be upset, however we have always communicated clearly with him and he has been totally informed from purchase on 4/22/though the entire cancellation processRespectfully,Darryl RussellGeneral Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed. Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care. As for the cable tie, nothing is documented until the third visit. So therefore since it was not documented until the third visit it did not exist the first two visits. As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair workIf I need to spend money for this repair I will have it done by someone I can trust. Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
*** ***, complaint ID *** was in on 7/13/to have the service issue resolved on his car. I just spoke to him on 7/18/as a follow up to make sure his issue was resolved and he was satisfied. He indicated that he was very pleased and thanked me for the service. He and I both consider this complaint resolved. Thank you
I am responding to this case due to Mr*** being out on vacation for the next week.We did perform a recall on Mr***'s vehicle to replace the pass side air bag. When our master technician pulled the dash assembly from his vehicle there was a plastic cable tie holding the cable to the
back of the heater control unit. A tab was broken off the control unit and was the reason someone had put the cable tie on it. It did require more time to remove and reinstall the control unit because of this "modification" which we did not charge the customer for the additional time The customer has brought it back for two issues with the control unit related to the cable tie being installed. We have removed and reinstalled the unit at no charge to the customer and reattached a cam unit to the blend door at no charge. Our recommendation to the customer is to replace the control unit and one cable to resolve the issue correctly The customer has only returned to the dealer for recalls and has his own mechanic do all the repairs and maintenance on his vehicle. If he had established a relationship with the dealer over the course of maintenance and repair visits then Subaru of America or Subaru of Kings Automall would be more likely to help him with extraordinary issues.At the current time the only alternative we can offer is to install a used control head and new cable with a day warranty for $ plus tax or discount the new parts installed to $475+ tax. *** ***
October 1, 2015 Re: Case [redacted] To Whom It May Concern: I left a message for [redacted] to discuss his experience at Subaru of Kings Automall. He returned my call on 9/30 and we discussed what had taken place. As I explained to him the situation with the trade appraisal is that his price from...
another dealer was not an actual "buy bid" because when we reached out to them they would not purchase the car for that amount. So that quote was not an actual bid and that we appraise cars for what we feel is market value and don't "match" other bids. Unfortunately there seems to have been some miscommunication between him and the salesperson about how that process actually worked. That combined with the sales consultants lack of understanding of how the military discount worked with Subaru combined for a lot of confusion in the transaction. [redacted] had already negotiated down to a price that is set for any military discount so there was no further discount available. The confusion between the sales consultant and him on these issues led to him getting frustrated with the situation. Unfortunately when the Sales Manager got involved and explained that he was already at that low price he was frustrated ready to cancel the transaction at that point and comments he made to the manager offended him and he reacted in what [redacted] perceived as a condescending manner. I have reviewed with all involved this process and we have made corrections and have retrained all consultants on the military program. I apologized to [redacted] for his experience and offered my assistance in the future (he indicated he has purchased else ware). I feel our conversation was genuine and beneficial and I believe we have resoled any issues with this matter.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care As for the cable tie, nothing is documented until the third visit So therefore since it was not documented until the third visit it did not exist the first two visits As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair workIf I need to spend money for this repair I will have it done by someone I can trust Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Mr*** purchased a New Subaru Impreza on 4/22/At the time of purchase he also purchased a Subaru Service Agreement (7yr, 70,mile gold plus plan)At no time did anyone describe to him that it was a maintenance agreementIn Subaru of Kings Automall did not even offer Subaru
Maintenance Plans because every customer purchasing a New Subaru received free lifetime oil changes at our dealershipEvery document clearly states Subaru Service Agreement, the purchase agreement, the additional service agreement and even the finance menu presented to him described it as "Extended Service Contract, pays for covered repairs, plus towing, and rental car, Subaru Gold Plus, 7year 70,miles, Deductible $100"All of these documents were acknowledged and signed by Mr***He spoke to the business manager on 2/and cancelled his Service Agreement in writing at that timeThe Contract was cancelled via the Subaru electronic site on 2/10/He was informed of the pro-rated refund amount and told it generally takes 4-weeks for checks to be issued from Subaru and that check would go to his lending institutionSubaru issued the check at the end of March and it was mailed to his lending institution the week of 4/4/I never wish any customer to be upset, however we have always communicated clearly with him and he has been totally informed from purchase on 4/22/though the entire cancellation processRespectfully,Darryl RussellGeneral Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed. Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care. As for the cable tie, nothing is documented until the third visit. So therefore since it was not documented until the third visit it did not exist the first two visits. As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair workIf I need to spend money for this repair I will have it done by someone I can trust. Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
*** ***, complaint ID *** was in on 7/13/to have the service issue resolved on his car. I just spoke to him on 7/18/as a follow up to make sure his issue was resolved and he was satisfied. He indicated that he was very pleased and thanked me for the service. He and I both consider this complaint resolved. Thank you
I am responding to this case due to Mr*** being out on vacation for the next week.We did perform a recall on Mr***'s vehicle to replace the pass side air bag. When our master technician pulled the dash assembly from his vehicle there was a plastic cable tie holding the cable to the
back of the heater control unit. A tab was broken off the control unit and was the reason someone had put the cable tie on it. It did require more time to remove and reinstall the control unit because of this "modification" which we did not charge the customer for the additional time The customer has brought it back for two issues with the control unit related to the cable tie being installed. We have removed and reinstalled the unit at no charge to the customer and reattached a cam unit to the blend door at no charge. Our recommendation to the customer is to replace the control unit and one cable to resolve the issue correctly The customer has only returned to the dealer for recalls and has his own mechanic do all the repairs and maintenance on his vehicle. If he had established a relationship with the dealer over the course of maintenance and repair visits then Subaru of America or Subaru of Kings Automall would be more likely to help him with extraordinary issues.At the current time the only alternative we can offer is to install a used control head and new cable with a day warranty for $ plus tax or discount the new parts installed to $475+ tax. *** ***
October 1, 2015 Re: Case [redacted] To Whom It May Concern: I left a message for [redacted] to discuss his experience at Subaru of Kings Automall. He returned my call on 9/30 and we discussed what had taken place. As I explained to him the situation with the trade appraisal is that his price from...
another dealer was not an actual "buy bid" because when we reached out to them they would not purchase the car for that amount. So that quote was not an actual bid and that we appraise cars for what we feel is market value and don't "match" other bids. Unfortunately there seems to have been some miscommunication between him and the salesperson about how that process actually worked. That combined with the sales consultants lack of understanding of how the military discount worked with Subaru combined for a lot of confusion in the transaction. [redacted] had already negotiated down to a price that is set for any military discount so there was no further discount available. The confusion between the sales consultant and him on these issues led to him getting frustrated with the situation. Unfortunately when the Sales Manager got involved and explained that he was already at that low price he was frustrated ready to cancel the transaction at that point and comments he made to the manager offended him and he reacted in what [redacted] perceived as a condescending manner. I have reviewed with all involved this process and we have made corrections and have retrained all consultants on the military program. I apologized to [redacted] for his experience and offered my assistance in the future (he indicated he has purchased else ware). I feel our conversation was genuine and beneficial and I believe we have resoled any issues with this matter.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]