[redacted] This is a response to reference ID# [redacted] My name is [redacted] , I am the General Manager at Subaru of LovelandI was made aware of the complaint by [redacted] * [redacted] from our sales consultant [redacted] First off, I want to make it known that we take customer complaints very serious It is our goal to ensure complete satisfaction from each customer, or potential customer whether they purchase from our dealership or notIn this particular case, we fell short of the customer's expectations because of miscommunication between our sales consultant and the customerOur national ranking with Subaru of America for customer purchase experience is #out of Subaru dealerships nationwideMore proof we put the customer at the highest regard when they visit our store According to [redacted] , we were authorized one credit pull for Mr.*** [redacted] did pull one credit bureau ( [redacted] )We had a signed credit application giving us permission to pull Mr***'s creditThey did send over an email requesting only one credit inquiry from our dealershipWe did have to submit the application to a bank in order to get an idea of whether or not the customer inquiring on buying a vehicle could get approved on a loanWhen we sent over the application to the lender, the bank had to pull the customer's credit information in order to as the risk of the loanOccasionally, banks will auto approve a loan, in which case they do not have to inquire about credit history because the customer's credit would be at a top tierThat was not the case with our customer Mr***When we received a declination memo from the original bank, we then sent the loan proposal to a sub-prime lender to see if we could help facilitate their request with a different bankAt this point we acknowledge, we should have simply let the customer know we could not get them approved on a loanIt was our understanding we could only inquire on the customer's credit one time, which we didWhen we submitted the loan proposals to the lending institutions, they had to do their part in inquiring on the customer's past credit historyI am terribly sorry for our miscommunication with the customer regarding the loan process and credit inquiries To address the price and traevaluation, I believe there was another misunderstanding between Subaru of Loveland and Mr[redacted] and Mrs***In order to give our customer's the best opportunity to assure a loan from a bank, we need to structure the proposed agreement to the lender showing little to no negative equity on a trade-inIn this case, there was negative equity on the car that Mr [redacted] was looking to trade inThis means the payoff of the vehicle exceeded the amount the vehicle was worth Generally, banks will not let customer's borrow hundreds and thousands of dollars more than what a vehicle is worthBecause of the negative equity on their trade, we were trying to show more money for the customer's trathan it was appraised for, so it would make their current financial position with their auto loan align with bank polciesWhen we did this, we had to make up for the negative equity in the price of the vehicle we were sellingThe customer might have misinterpreted Bret's explanation on how we were trying to help them with the loan process and give them a better value for the bank to look atIn no way did we ever raise any given price agreementAll pricing and numbers were agreed upon verballyWe did not change numbers on a buyers order or any other legally binding document or contractNo contract was ever signed by the customer or our dealership besides the credit application was signed by the customer I apologize for any errors in communication Subaru of Loveland is responsible forIt was not our intention to anger the customerWe are an ethical business, proven by our customer satisfaction scores and our A+ Revdex.com ratingI would extend an invitation to Mrand Mrs [redacted] to come speak with me at any point so we can resolve this matter [redacted] - General Manager - Subaru of Loveland
[redacted] This is a response to reference ID# [redacted] My name is [redacted] , I am the General Manager at Subaru of LovelandI was made aware of the complaint by [redacted] * [redacted] from our sales consultant [redacted] First off, I want to make it known that we take customer complaints very serious It is our goal to ensure complete satisfaction from each customer, or potential customer whether they purchase from our dealership or notIn this particular case, we fell short of the customer's expectations because of miscommunication between our sales consultant and the customerOur national ranking with Subaru of America for customer purchase experience is #out of Subaru dealerships nationwideMore proof we put the customer at the highest regard when they visit our store According to [redacted] , we were authorized one credit pull for Mr.*** [redacted] did pull one credit bureau ( [redacted] )We had a signed credit application giving us permission to pull Mr***'s creditThey did send over an email requesting only one credit inquiry from our dealershipWe did have to submit the application to a bank in order to get an idea of whether or not the customer inquiring on buying a vehicle could get approved on a loanWhen we sent over the application to the lender, the bank had to pull the customer's credit information in order to a
s the risk of the loanOccasionally, banks will auto approve a loan, in which case they do not have to inquire about credit history because the customer's credit would be at a top tierThat was not the case with our customer Mr***When we received a declination memo from the original bank, we then sent the loan proposal to a sub-prime lender to see if we could help facilitate their request with a different bankAt this point we acknowledge, we should have simply let the customer know we could not get them approved on a loanIt was our understanding we could only inquire on the customer's credit one time, which we didWhen we submitted the loan proposals to the lending institutions, they had to do their part in inquiring on the customer's past credit historyI am terribly sorry for our miscommunication with the customer regarding the loan process and credit inquiries To address the price and traevaluation, I believe there was another misunderstanding between Subaru of Loveland and Mr[redacted] and Mrs***In order to give our customer's the best opportunity to assure a loan from a bank, we need to structure the proposed agreement to the lender showing little to no negative equity on a trade-inIn this case, there was negative equity on the car that Mr [redacted] was looking to trade inThis means the payoff of the vehicle exceeded the amount the vehicle was worth Generally, banks will not let customer's borrow hundreds and thousands of dollars more than what a vehicle is worthBecause of the negative equity on their trade, we were trying to show more money for the customer's trathan it was appraised for, so it would make their current financial position with their auto loan align with bank polciesWhen we did this, we had to make up for the negative equity in the price of the vehicle we were sellingThe customer might have misinterpreted Bret's explanation on how we were trying to help them with the loan process and give them a better value for the bank to look atIn no way did we ever raise any given price agreementAll pricing and numbers were agreed upon verballyWe did not change numbers on a buyers order or any other legally binding document or contractNo contract was ever signed by the customer or our dealership besides the credit application was signed by the customer I apologize for any errors in communication Subaru of Loveland is responsible forIt was not our intention to anger the customerWe are an ethical business, proven by our customer satisfaction scores and our A+ Revdex.com ratingI would extend an invitation to Mrand Mrs [redacted] to come speak with me at any point so we can resolve this matter [redacted] - General Manager - Subaru of Loveland