Please see the attached explanation from Subaru service manager Ken [redacted]. There was never any intent to mislead or take advantage of this customer. As a matter of good will, I will be refunding [redacted] the $261.31 charge.
We have agreed to help this customer with repair cost. He has agreed to pay $1,000 or the $1,800. The vehicle has been repaired and it is available to be picked up.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I brought this vehicle in and showed videos of the vehicle not going into 2-wheel drive after being in 4-wheel drive while being in snowy conditions. Previous repair orders stated that the vehicle does not act correctly in snowy conditions. Can you please state the condition of the parking lot where the test drive was done? Also you were made aware that this was the second set of tires with only about 20,000 miles on them. Was this information passed on to TAC? Can you please state the measurement of the tires supplied to TAC? Was condition and tire depth passed on to TAC? My vehicle was passed for NY inspection the very same day. As you are aware, I have provided the dealership 2 independent measurement and evaluations of tires from 3rd party tire dealerships that stated, tires were not needed… and that current condition of tires and tread depth would not be causing 4wd issuses. As a consumer and GM vehicle purchaser, I have no direct contact with TAC therefor I relied on Bill Rapp to inform TAC of all information related to the vehicle. I purchased tires under distress because Don stated that would be the only way my vehicle would be serviced.I asked Don to request a loaner vehicle for me as I have one available through my extended warranty (GM Major Guard). Don chose not to place the call into the warranty department and instead offered me a vehicle from dealer lot. The extended warranty was purchased through GM available for use at GM dealers. Bill Rapp, being a GM dealer, refused to service my vehicle, going against my warranty, until I purchased new tires. I purchased tires after approximately one month of pleading my case that I did not want to purchase tires unless absolutely necessary. A GM phone liaison then called Bill Rapp who told me that tires were absolutely necessary and they would not work on the vehicle unless they were purchased. Again, I’m asking for the reimbursement of tires- which were not necessary as well as the reimbursement for the extended warranty- which Bill Rapp (GM certified technicians) refused to honor.
Regards,
[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]
Mr. [redacted]'s complaint is full of exaggerations and misrepresentations. First, his Subaru Legacy was never representented to him as having a navigation system. He researched the vehicle on line and saw it in person before taking delivery. We will not be installing a navigation system in his...
vehicle. His vehicle was not delivered with "bald Tires". Mr. [redacted] has an appointment scheduled on February 22nd at which time we will be happy to go over his isssues with him including the depth of tread on his tires. In the event that some or all of these issues exist we will address them. As for his opinion of how this dealership is run, I will stand on our 62 year history of customer service, our outstanding factory customer satisfaction scores and our reputation with the Revdex.com. There is no need for any further correspondence from Mr. [redacted], he need only show up for his appointment.
Let me first state that Ms. [redacted]"s vehicle is not a "lemon" under the New York State Lemon Law. Her vehicle, based on mileage (82,160 miles at delivery) qualified for a 30 day/1,000 mile warranty. We have never charged her for any repair to this day. Her first repair was for...
the passenger's side window regulator. She states that she had to return for the same repair but in fact the secind repair was for the driver's side regulator. It is true that we had to replace one of the regulators again because it was defective. The one item we told Ms [redacted] that she would be responsible to pay for was the broken ABS wire because it was caused by a road hazzard, something she had run over. For one repair we even picked up her car for repair and returned it to her. Other times she has been provided transportation when her car has been in for service. She has also been provided with more that one [redacted]. We appreciate that she sent her son in to purchase a vehicle and we awarded her with a $100 finders fee. We offer to continue to work with her but she must understand that it is her responsibility to maintain her vehicle and that she is responsible to pay for repairs in the future. Regards, Bruce R.
Our service department has determined that Mr. [redacted] 2015 Buick Encore is performing as designed and operating to factory specifications. We have recommended that winter tires would greatly improve traction in slippery road conditions. We are sorry that there is nothing more that we can do to...
improve Mr. [redacted] vehicle's performance in winter driving conditions. I would recommend that he contact General Motors to voice his dissatisfaction.Bruce [redacted]
Mr. [redacted] is correct, we did agree to make the $176.30 payment to [redacted] Bank for the excess mileage charge on his leased 2012 [redacted]. Because of an internal miscommunication that payment was not made. I have personally confirmed that the payment has now been made so Mr. [redacted]...
should not be contacted by [redacted] again regarding this issue. Because Mr. [redacted] resides near the dealership I do not feel that a "mileage extention" is called for and of course this issue had no imact on the use of his present vehicle, so we feel no obligation to reimburse him for his lease payments. I do offer to perform his next LOF at no charge with my apology for his inconvenience.
[redacted]
Speedometer calibration is not part of the inspection of new or used vehicles at this dealership or any other that I am aware of. It is also not part of the New York State Inspection. Mr. [redacted] has stated that his vehicle has an accurate digital speedometer that he can rely on to observe the speed...
limit. Therefore, I do not feel responsible to pay for his requested repair. As a goodwill gesture I will reimburse Mr. [redacted] for the speeding ticket he was issued before he was aware of it inaccuracy of one of his vehicle's speedometers. He need only provide me with a receipt for that payment.
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.
The $1700 included a new spot top- that was a major part of the amount ($800). The dealership did tell me the air vent was no longer manufactured. I told them I had found one on eBay along with other parts needed that they were having trouble ordering. I stated I would order these items if I was guaranteed reimbursement. This is when I was consistently being told "We will get back to you" or communication was delayed or halted. I stated in my initial complaint that the communication was the largest factor- I was being amicable in resolving the issues but they could not or would not communicate with me. As far as the check for $75 for detailing, I never received it. I should've walked out of the dealership with it on hand but was told I'd be sent it in the mail with the other missing parts. The other missing parts could not be located nor did I receive this check. I did receive 2 items as stated in my initial complaint and their response. As far as the mechanical issues I've found, I stated I would get an estimate and send it to them. I am a Police Officer and I am in the military as well as in school full time. I can not make the trip there for the issues as I stated to the sales rep over the phone. If I have a guarantee that I will be reimbursed the cost of the missing cosmetic parts, the check for the detail and a negotiated solution to the mechanical deficiencies, I'll withdraw the complaint. To travel over 4 hours with my busy schedule without even knowing whether they will have the parts on hand or not to fix the problem is ridiculous. I foresee myself having to take time off work and staying in a hotel to get these issues resolved. That is not feasible. I will get the repairs done in my own town where I can make proper arrangements as well as have it done at a trusted dealership because I frankly do not trust Bill Rapp Superstore. I believe their "repairs" are shortcoming and not inaccurate. Also with the way things unraveled amidst the findings, I don't believe the dealership will be true and just in the repairs.
Regards,
[redacted]
On 11/7 I responded to a complaint by Mr. [redacted] and stated that the outstanding balance with [redacted] Bank had been paid. It was paid on that day (see attachment). According to [redacted] Bank the payment was received on that day, posted on 11/11 and the account was closed on 11/12. I just got off the phone with [redacted] and explained to him what happened. I understand his frustration but I believe that we have resolved the issue. I appreciate that he was respectful on the phone given what he's been through. Yours truly, Bruce R.
Please see the attached explanation from Subaru service manager Ken [redacted]. There was never any intent to mislead or take advantage of this customer. As a matter of good will, I will be refunding [redacted] the $261.31 charge.
We have agreed to help this customer with repair cost. He has agreed to pay $1,000 or the $1,800. The vehicle has been repaired and it is available to be picked up.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I brought this vehicle in and showed videos of the vehicle not going into 2-wheel drive after being in 4-wheel drive while being in snowy conditions. Previous repair orders stated that the vehicle does not act correctly in snowy conditions. Can you please state the condition of the parking lot where the test drive was done? Also you were made aware that this was the second set of tires with only about 20,000 miles on them. Was this information passed on to TAC? Can you please state the measurement of the tires supplied to TAC? Was condition and tire depth passed on to TAC? My vehicle was passed for NY inspection the very same day. As you are aware, I have provided the dealership 2 independent measurement and evaluations of tires from 3rd party tire dealerships that stated, tires were not needed… and that current condition of tires and tread depth would not be causing 4wd issuses. As a consumer and GM vehicle purchaser, I have no direct contact with TAC therefor I relied on Bill Rapp to inform TAC of all information related to the vehicle. I purchased tires under distress because Don stated that would be the only way my vehicle would be serviced.I asked Don to request a loaner vehicle for me as I have one available through my extended warranty (GM Major Guard). Don chose not to place the call into the warranty department and instead offered me a vehicle from dealer lot. The extended warranty was purchased through GM available for use at GM dealers. Bill Rapp, being a GM dealer, refused to service my vehicle, going against my warranty, until I purchased new tires. I purchased tires after approximately one month of pleading my case that I did not want to purchase tires unless absolutely necessary. A GM phone liaison then called Bill Rapp who told me that tires were absolutely necessary and they would not work on the vehicle unless they were purchased. Again, I’m asking for the reimbursement of tires- which were not necessary as well as the reimbursement for the extended warranty- which Bill Rapp (GM certified technicians) refused to honor.
Regards,
[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]
We have offered to re-pay Mr. Fortino for a new set of tires that he has purchased. It is my understand that this is satisfactory to him. [redacted]
Mr. [redacted]'s complaint is full of exaggerations and misrepresentations. First, his Subaru Legacy was never representented to him as having a navigation system. He researched the vehicle on line and saw it in person before taking delivery. We will not be installing a navigation system in his...
vehicle. His vehicle was not delivered with "bald Tires". Mr. [redacted] has an appointment scheduled on February 22nd at which time we will be happy to go over his isssues with him including the depth of tread on his tires. In the event that some or all of these issues exist we will address them. As for his opinion of how this dealership is run, I will stand on our 62 year history of customer service, our outstanding factory customer satisfaction scores and our reputation with the Revdex.com. There is no need for any further correspondence from Mr. [redacted], he need only show up for his appointment.
Let me first state that Ms. [redacted]"s vehicle is not a "lemon" under the New York State Lemon Law. Her vehicle, based on mileage (82,160 miles at delivery) qualified for a 30 day/1,000 mile warranty. We have never charged her for any repair to this day. Her first repair was for...
the passenger's side window regulator. She states that she had to return for the same repair but in fact the secind repair was for the driver's side regulator. It is true that we had to replace one of the regulators again because it was defective. The one item we told Ms [redacted] that she would be responsible to pay for was the broken ABS wire because it was caused by a road hazzard, something she had run over. For one repair we even picked up her car for repair and returned it to her. Other times she has been provided transportation when her car has been in for service. She has also been provided with more that one [redacted]. We appreciate that she sent her son in to purchase a vehicle and we awarded her with a $100 finders fee. We offer to continue to work with her but she must understand that it is her responsibility to maintain her vehicle and that she is responsible to pay for repairs in the future. Regards, Bruce R.
Our service department has determined that Mr. [redacted] 2015 Buick Encore is performing as designed and operating to factory specifications. We have recommended that winter tires would greatly improve traction in slippery road conditions. We are sorry that there is nothing more that we can do to...
improve Mr. [redacted] vehicle's performance in winter driving conditions. I would recommend that he contact General Motors to voice his dissatisfaction.Bruce [redacted]
Mr. [redacted] is correct, we did agree to make the $176.30 payment to [redacted] Bank for the excess mileage charge on his leased 2012 [redacted]. Because of an internal miscommunication that payment was not made. I have personally confirmed that the payment has now been made so Mr. [redacted]...
should not be contacted by [redacted] again regarding this issue. Because Mr. [redacted] resides near the dealership I do not feel that a "mileage extention" is called for and of course this issue had no imact on the use of his present vehicle, so we feel no obligation to reimburse him for his lease payments. I do offer to perform his next LOF at no charge with my apology for his inconvenience.
[redacted]
Speedometer calibration is not part of the inspection of new or used vehicles at this dealership or any other that I am aware of. It is also not part of the New York State Inspection. Mr. [redacted] has stated that his vehicle has an accurate digital speedometer that he can rely on to observe the speed...
limit. Therefore, I do not feel responsible to pay for his requested repair. As a goodwill gesture I will reimburse Mr. [redacted] for the speeding ticket he was issued before he was aware of it inaccuracy of one of his vehicle's speedometers. He need only provide me with a receipt for that payment.
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.
The $1700 included a new spot top- that was a major part of the amount ($800). The dealership did tell me the air vent was no longer manufactured. I told them I had found one on eBay along with other parts needed that they were having trouble ordering. I stated I would order these items if I was guaranteed reimbursement. This is when I was consistently being told "We will get back to you" or communication was delayed or halted. I stated in my initial complaint that the communication was the largest factor- I was being amicable in resolving the issues but they could not or would not communicate with me. As far as the check for $75 for detailing, I never received it. I should've walked out of the dealership with it on hand but was told I'd be sent it in the mail with the other missing parts. The other missing parts could not be located nor did I receive this check. I did receive 2 items as stated in my initial complaint and their response. As far as the mechanical issues I've found, I stated I would get an estimate and send it to them. I am a Police Officer and I am in the military as well as in school full time. I can not make the trip there for the issues as I stated to the sales rep over the phone. If I have a guarantee that I will be reimbursed the cost of the missing cosmetic parts, the check for the detail and a negotiated solution to the mechanical deficiencies, I'll withdraw the complaint. To travel over 4 hours with my busy schedule without even knowing whether they will have the parts on hand or not to fix the problem is ridiculous. I foresee myself having to take time off work and staying in a hotel to get these issues resolved. That is not feasible. I will get the repairs done in my own town where I can make proper arrangements as well as have it done at a trusted dealership because I frankly do not trust Bill Rapp Superstore. I believe their "repairs" are shortcoming and not inaccurate. Also with the way things unraveled amidst the findings, I don't believe the dealership will be true and just in the repairs.
Regards,
[redacted]
On 11/7 I responded to a complaint by Mr. [redacted] and stated that the outstanding balance with [redacted] Bank had been paid. It was paid on that day (see attachment). According to [redacted] Bank the payment was received on that day, posted on 11/11 and the account was closed on 11/12. I just got off the phone with [redacted] and explained to him what happened. I understand his frustration but I believe that we have resolved the issue. I appreciate that he was respectful on the phone given what he's been through. Yours truly, Bruce R.