Complaint: ***
I am rejecting this response because:
Salesman was specifically told that we had already secured financing through our credit union, however, we were only looking to see if Subaru would likely offer a better rate. We also specifically told the salesman that we DID NOT want our credit application sent to multiple sources. We were told that the dealership would do a "soft" credit pull, which would be sent to Subaru. He also explained that Subaru would NOT run another bureau unless we decided to go through them for financing.
Additionally, Mr *** explained that he would do whatever he could to reverse the negative effect this situation had on our credit, and to date has done nothing with either credit bureau to do so
Regards,
*** ***
*** ***
*** ***
*** *** *** *** *** ** *** **
*** ***
We have reached out to Mrand Mrs*** since our last replyWe spoke
with the customers and let them know we will call *** credit bureau
and explain the situation to see if their credit pull can be retracted
Also, we apologized for any communication errors Subaru of Loveland is
responsible for, and we are willing to do whatever it takes to resolve any
problems between us and the ***'s
*** *** - General Manager - Subaru of Loveland
[redacted]
[redacted]
[redacted]
[redacted]
This is a response to reference ID# [redacted]. My name is [redacted], I
am the General Manager at Subaru of Loveland. I 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 not. In
this particular case, we fell short of the customer's expectations because
of miscommunication between our sales consultant and the customer. Our
national ranking with Subaru of America for customer purchase experience is
#1 out of 641 Subaru dealerships nationwide. More 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]. [redacted] did pull one credit bureau ([redacted]). We had a signed
credit application giving us permission to pull Mr. [redacted]'s credit. They
did send over an email requesting only one credit inquiry from our
dealership. We 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 loan. When 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 loan. Occasionally, 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 tier. That was not the case with our
customer Mr. [redacted]. 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 bank. At this point we
acknowledge, we should have simply let the customer know we could not get
them approved on a loan. It was our understanding we could only inquire on
the customer's credit one time, which we did. When we submitted the loan
proposals to the lending institutions, they had to do their part in
inquiring on the customer's past credit history. I am terribly sorry for
our miscommunication with the customer regarding the loan process and
credit inquiries.
To address the price and trade-in evaluation, I believe there was another
misunderstanding between Subaru of Loveland and Mr.[redacted] and Mrs. [redacted]. 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-in. In this case, there was
negative equity on the car that Mr. [redacted] was looking to trade in. This
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 worth. Because of the negative equity
on their trade, we were trying to show more money for the customer's
trade-in than it was appraised for, so it would make their current
financial position with their auto loan align with bank polcies. When we
did this, we had to make up for the negative equity in the price of the
vehicle we were selling. The 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 at. In no way did we ever
raise any given price agreement. All pricing and numbers were agreed upon
verbally. We did not change numbers on a buyers order or any other legally
binding document or contract. No 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 for. It was not our intention to anger the customer. We are an
ethical business, proven by our customer satisfaction scores and our A+ Revdex.com
rating. I would extend an invitation to Mr. and Mrs. [redacted] to come speak
with me at any point so we can resolve this matter.
[redacted] - General Manager - Subaru of Loveland
Complaint: ***
I am rejecting this response because:
Salesman was specifically told that we had already secured financing through our credit union, however, we were only looking to see if Subaru would likely offer a better rate. We also specifically told the salesman that we DID NOT want our credit application sent to multiple sources. We were told that the dealership would do a "soft" credit pull, which would be sent to Subaru. He also explained that Subaru would NOT run another bureau unless we decided to go through them for financing.
Additionally, Mr *** explained that he would do whatever he could to reverse the negative effect this situation had on our credit, and to date has done nothing with either credit bureau to do so
Regards,
*** ***
*** ***
*** ***
*** *** *** *** *** ** *** **
*** ***
We have reached out to Mrand Mrs*** since our last replyWe spoke
with the customers and let them know we will call *** credit bureau
and explain the situation to see if their credit pull can be retracted
Also, we apologized for any communication errors Subaru of Loveland is
responsible for, and we are willing to do whatever it takes to resolve any
problems between us and the ***'s
*** *** - General Manager - Subaru of Loveland
[redacted]
s
[redacted]
[redacted]
[redacted]
This is a response to reference ID# [redacted]. My name is [redacted], I
am the General Manager at Subaru of Loveland. I 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 not. In
this particular case, we fell short of the customer's expectations because
of miscommunication between our sales consultant and the customer. Our
national ranking with Subaru of America for customer purchase experience is
#1 out of 641 Subaru dealerships nationwide. More 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]. [redacted] did pull one credit bureau ([redacted]). We had a signed
credit application giving us permission to pull Mr. [redacted]'s credit. They
did send over an email requesting only one credit inquiry from our
dealership. We 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 loan. When we sent over the application to the lender,
the bank had to pull the customer's credit information in order to a
the risk of the loan. Occasionally, 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 tier. That was not the case with our
customer Mr. [redacted]. 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 bank. At this point we
acknowledge, we should have simply let the customer know we could not get
them approved on a loan. It was our understanding we could only inquire on
the customer's credit one time, which we did. When we submitted the loan
proposals to the lending institutions, they had to do their part in
inquiring on the customer's past credit history. I am terribly sorry for
our miscommunication with the customer regarding the loan process and
credit inquiries.
To address the price and trade-in evaluation, I believe there was another
misunderstanding between Subaru of Loveland and Mr.[redacted] and Mrs. [redacted]. 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-in. In this case, there was
negative equity on the car that Mr. [redacted] was looking to trade in. This
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 worth. Because of the negative equity
on their trade, we were trying to show more money for the customer's
trade-in than it was appraised for, so it would make their current
financial position with their auto loan align with bank polcies. When we
did this, we had to make up for the negative equity in the price of the
vehicle we were selling. The 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 at. In no way did we ever
raise any given price agreement. All pricing and numbers were agreed upon
verbally. We did not change numbers on a buyers order or any other legally
binding document or contract. No 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 for. It was not our intention to anger the customer. We are an
ethical business, proven by our customer satisfaction scores and our A+ Revdex.com
rating. I would extend an invitation to Mr. and Mrs. [redacted] to come speak
with me at any point so we can resolve this matter.
[redacted] - General Manager - Subaru of Loveland