Basin Subaru

First let me apologize for the way things where handled in OdessaI will make sure that your money is returned first thing MondayI would also ask that you would call me please se we can visit futher and I make sure this never happens again[redacted]

The entire transmission is not cover under the warrantyThe service adviser should have told the customer that the entire transmission is not cover under rapid warranty Now if the owner of the Basin store decided to help the customer out and get a transmission for the customer, that would be on the owner of the storeBut as far as the Rapid Warranty covers it would not be the entire transmission

Spoke with customer at length yesterdayTold Ms [redacted] we are more than willing to help keep them in the car or return the money either wayShe told me she would like to keep car if possibleOur goal is to keep Mrand Ms [redacted] in the car and if not there down payment will be refunded

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]

Let me first apologize for the delay and the hassle that this has beenI have been in contact with Subaru of America during this process to try and correct this issue and quickly as possibleSubaru has agreed to cover the vehicle under warranty so there will be no additional cost to the customer I will offer to but the car outright for fair market value if that will resolve the issueAs far as another dealer fixing car I would have to get with Subaru for approval since they are paying for the repairI am truly sorry and would like to visit to resolve if possiblePlease contact [redacted]

First let me apologize for the lack of communication from Basin and the trouble and cost that it has causedI wish I had been aware of the situation prior to now only so I could have possibly fixed the issue soonerI will not make excuses for our shop nor will I justify any wrong doing that we may
have caused youI will be happy to reimburse you the dollars for the unnecessary cost and repair of your batteryMore importantly than that I apologize and would like in the future an opportunity to make it right in our shopWe have made several changes that I truly believe have made us a lot betterAs hard as it is to hear I always am grateful for customers that speak up because it allows us to get betterPlease feel free to contact me at the dealership or on my cell phone *** ***Area Manager*** ***
*** ***

First let me apologize for the way this whole transaction was handled and the confusion and frustration that it may have calledPlease contact me directly at *** or *** and I will handled situation myselfWould love to try to sell you the car the way it should be done but if not
will at the very least refund the deposit that was madeAgain I am sorry for the messI look forward to hearing back from you.Sincerely,*** ***

Rapid Warranty doesn't fully cover transmissions, They cover certain parts on the transmission, So if the vehicle needs a new transmission that would be something that the service adviser should tell the customer and the customer would have to decide from there if they want to purchase a new
transmission for their vehicle

this is a very unfortunate situationthe wreck had nothing to do with the loan itselfonce the wreck occurred basin Subaru became the lien holder at the exact down payment and loan amount that customer agreed toThe insurance simply paid of the balance of the loanthere is no down payment to
returnthere was dollars returned to customer on a separate deal which customer had receipt forthis is a unique and unfortunate situation that we hate that occurredBasin would love to help customer get another vehicle if possiblebasin in no way is trying to take advantage of the customer and infact just the opposite we want to help the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We ask that Basin Subaru send the check to our address at *** *** *** ** ***
Regards,
*** ***

The customer won't get a full refund. It was be prorated. That's how the gap and service contract providers give back the refund.

Complaint: [redacted]I am rejecting this response because:While it is true that the car came to Basin Subaru for the one and only original problem of a wiring issue; all the other issues mentioned in the original complaint have occurred while at Basin Subaru: ·         Dash and console was marred everywhere where they had pried them up to do the wiring·         Running board on driver’s side was completely detached; carpet lining was pulled away from door ·         Driver’s side panel for the dash loose and dangling·         Roof liner of car loose and coming apart at the seams (literally)·         Gouge marks on the shifter ·         Missing an entire seat cover·         Grease prints all over roof and seats·         Windshield washers no longer squirt fluid Basin Subaru continues to provide lip service such as “we will fix it” or “happy to address any issues” statements; however, if they were truly trying to fix it or make sure that we were happy customers, why has the car had to go back twice since the original drop off with the EXACT SAME PROBLEMS?  I would think the first time it came back with issues (after being in Basin’s custody for 4 months), that the service manager himself would have went to the car before calling the customer to drive 296 miles to pick up and ENSURE that all the original complaints the customer had were fixed!  The only completed repair thus far is the wiring issue. We arrived for the 2nd pick up and the SAME PROBLEMS we stated upon receiving the car the 1st time were still not fixed!  So, giving the benefit of the doubt, we brought the car back for the 3rd time hoping more attention to actually fixing the problems would be taken; and upon the 3rd pick up discovered that indeed the issues had still not been addressed.  Granted, an attempt to “fix” the dashboard gouges had been made, by putting putty in the marks.  This was NOT the way the car came to you, it certainly should not have been the way to “fix” it.   I now have a car with diminished value because of the negligence of Basin Subaru attempted repairs. Basin Subaru’s chances for “fixing” it are OVER!  Not one, not two, BUT three opportunities were afforded for them to “make it right”.  They have failed!  This complaint serves to help other customers who might be considering using them in the future.  There is a saying that comes to mind “fool me once shame on you, fool me twice shame on me".P.S.  there was not enough room to upload all the pictures, but if anyone is interested in the rest, I do have them.Regards,[redacted]

The entire transmission is not cover under the warranty. The service adviser should have told the customer that the entire transmission is not cover under rapid warranty.  Now if the owner of the Basin store decided to help the customer out and get a transmission for the customer, that would be on the owner of the store. But as far as the Rapid Warranty covers it would not be the entire transmission.

Spoke with customer at length yesterday. Told Ms. [redacted] we are more than willing to help keep them in the car or return the money either way. She told me she would like to keep car if possible. Our goal is to keep Mr. and Ms [redacted] in the car and if not there down payment will be refunded

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]

Complaint: [redacted]
I am rejecting this response because: Due to Basin Subaru knowing exactly what warranty they are selling to customers but not wanting to honor it. The Rapid warranty Contract is attached stating the parts they cover which are clearly printed by each part in a transmission. The only parts they do not cover per their contract is gaskets and seals which I have no problem paying for. Gaskets and seals amount to a few dollars. I did speak with the service adviser [redacted] from basin Subaru and I requested that he have my vehicle transmission opened up and broken down to pinpoint the actual parts that need replacing because Rapid Warranty does have the list of all parts that go in the internal part of a transmission covered per their contract. [redacted] did confirm to me he doesn't have a technician who can perform that task. On 11/17/17 my vehicle will have been at Basin Subaru 3 months and they still have not even tried to service my vehicle knowing that they are reading the same contract I am.
Regards,
[redacted]

First I would like to apologize for the issues with the car. I do know the problem did not start with Subaru but instead at best buy with the instilation of an aftermarket product. With that being said I know that Ms. [redacted] has spoke to several mangers reguarding this issue. At this point it...

appeares there has been no rsolution. I would be more than happy to address any issues that Basin May have caused to make this already tough situation worse. The customer is more than welcome to contact me directly to set up an appointment if they would like, Again I apologize for the trouble and look forward to meeting with Ms. [redacted] to try to reslove issue.[redacted]###-###-####

It appears the customer has rejected my offer to repair the car. I myself have never visited with the customer prior to this complaint. I at this point will leave my offer open for diaologe and also would be more than happy to visit in person or on the phone to try to right this wrong. I agree that the situation was mishandled by basin and for that I am sorry. I realize we have been given many opportunities and another seems rediculous but I would at least like the opportunity to talk about it if possible.[redacted]

Mrs. [redacted],  First let me apologize for the situation on your car deal. Without me personally handling the transaction I cant tell you excactly what happen but I can tell you this. We are not in the business of taking peoples money. We do use a third party check company as most dealers do...

that process down payment checks. With that being said if we where not able to get you a car that you where satisfied with then any over draft fees that you may have incureed I will be more than happy to reiemburse you for. If in fact you would be so kind to give me an oportunity to make this right I would love to visit with you. At least I can give you the information that will allow you to know what is going on during the whole process. I am truly sorry for the way this was handled. I do understnad that we cannot always make a deal but you as a customer is very important to me.. Feel free to call me at the store at ###-###-####..Thank You[redacted]

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]