Carr Chevrolet

This letter is in response to customer's complaint of fuel mileage on their Subaru being less than they expected, and their request that they be compensated $3089.00 for what they might pay in the next ten years.
There is no manufacturer's warranty on any specific fuel mileage.
The new car...

sticker on every new car reads "Actual results will vary for many reasons, including driving conditions and how you drive and maintain your vehicle."
As a result, we do not feel that compensation for potential
"additional expenses" is reasonable.
Mike W[redacted] Service Manager Carr Subaru

We have set an appointment with Ms.  [redacted] for Friday at 3pm to try and reach a mutual agreement. Ben B[redacted]Carr Subaru

I am writing a response to case# [redacted] customer name [redacted].  I have talked with [redacted] and we have mutually agreed to a reconciliation.  He is satisfied at this time.  If you should have any further questions feel free to contact me at [redacted]@carrauto.com Sincerely, ...

[redacted] GM Carr Auto Group

Complaint: [redacted]I am rejecting this response because:
As you can see from the Business' own PDF attachment, there was a signed "Buyers Order" and on the following day Denis scheduled a pre-purchase inspection with the Service dept at Meier Mazda, an independent Dealer.
They knew and agreed to terms of the sale, they had my signature as evidenced on the document provided by them.Sincerely,[redacted]

I am responding on behalf of Carr Auto Group to the complaint lodged by Mr. [redacted]. There are quite a fewmissing pieces from the letter we received, and I would like to clear those up now.Mr. [redacted], along with his wife, came into Carr Used on Friday, February 12th and purchased a 2013 Ford...

Fl50("Ford"). As the banks and credit unions were closed at the time, Carr personnel estimated the credit terms at14.99% interest for 66 months that Mr. [redacted] would qualify for on the Ford; contracts were drawn up and signedthat day. On Monday, February IS'h, Carr received an approval for Mr. [redacted] from Oregon Community CreditUnion ("OCCU") stipulating a 17% interest rate for 60 months.Carr contacted Mr. [redacted] and informed him of the change in financing terms. Carr offered Mr. [redacted] the optionof unwinding the transaction, or agreeing to the new terms provided by OCCU. Mr. [redacted] chose to keep thevehicle at the new terms, and signed a new contract. Carr proceeded to package and process the necessarypaperwork with OCCU and the Oregon DMV as it would normally do in the course of our business.A little less than two weeks after re-signing the paperwork, Carr's sales consultant received a very heated andtense call from Mr. [redacted]. Apparently, Mr. [redacted] had contacted a local OCCU branch and inquired about hisloan, but the bank representative was uninformed about the deal and relayed as much to Mr. [redacted]. Carr's salesconsultant indicated to Mr. [redacted] that this was not an uncommon occurrence since tellers and local bankrepresentatives do not usually have the same information as the funding and loan department used by dealersand the CUDL system. He reassured Mr. [redacted] that he did, in fact, have a loan with OCCU and offered to helphim set up his account and even provided him with the correct phone number within OCCU so that he couldverify for himself the status of his loan. Mr. [redacted] became very agitated and frustrated toward Carr's salesconsultant and said he did not want the truck anymore. Our sales consultant explained that that option was notavailable at this point nearly two weeks after the purchase. Mr. [redacted] complained that he wanted to make anearly payment on his loan, and since he could not get any information from the OCCU teller/representative, itwas evidence that he was not approved and thus was not obligated to abide by the terms of the contract. Carr'ssales consultant relayed the correct information again and reassured Mr. [redacted] that his loan was approved anddetails from OCCU would be forthcoming about how to make payment arrangements. In fact, it is notuncommon for it to take upwards of two weeks tor credit unions to process loan packets, especially if theyreceive a heavy influx of business. The next day, on Saturday, February 27'h Mr. [redacted] and his wife came to the dealership with the intention ofsimply handing their Ford back to Carr. Instead of calmly discussing the situation, Mr. [redacted] and his wifebecame very hostile when informed that they could not return the truck they purchased simply because they believed                                                                                                                                                                        the loan was not approved. At one point, Mr. [redacted] screamed an obscenity at the Carr Used manager;furthermore, he closed himself in an office with one of Carr's female sales administrators and berated her aboutthe situation. This made her feel very uncomfortable and threatened, to the point where she felt she had toleave the dealership to remove herself from the situation. She reported this to Carr's manager.Frustrated, Mr. [redacted] and his wife decided to return later on Saturday with the Ford so that they could drop itoff. Ms. [redacted] arrived first and immediately caused a scene in the showroom, proceeding to yell at customersand employees. Carr's manager attempted to speak calmly to Ms. [redacted] and tried to retire to a less public areathan the showroom, where customers and children were present. Ms. [redacted] refused to leave or even discussany sort of resolution short of simply handing the Ford back to Carr. Carr's manager asked Ms. [redacted] again torefrain from shouting and disrupting Carr's business.At some point, it was discovered that Mr. [redacted] had arrived at the dealership and was hidden at the top of thelot out of view. Based on the earlier confrontation with Carr's staff, Carr's manager felt the situation wasbecoming too uncomfortable for customers and employees and indicated to Ms. [redacted] that she and her husbandwould need to leave the dealership or the police would need to be contacted. Ms. [redacted] refused to leave andthe sheriff was called.The sheriff were finally able to cause Mr. and Ms. [redacted] to leave the lot. Shortly after becoming aware of the situation, Carr's General Manager, Ben B[redacted], contacted Mr. [redacted] todetermine if he could resolve his concerns. Mr. [redacted] complained that he should not have to purchase the Fordsince he believed his financing was not approved within 14 days. Mr. B[redacted] relayed the same informationas Carr's sales consultant. .. that his loan was approved and processing normally according to the exact termsMr. [redacted] had agreed to previously. Mr. B[redacted] apologized for any misunderstanding that occurred at thedealership on Saturday, February 271h; prudence and safety was in order and Carr's manager made the decisionto err on the side of caution by calling the sheriff to de-escalate the situation. As a customer goodwill gesture,he offered to help Mr. [redacted] with his first payment, but it appears Mr. [redacted] has decided not to accept thisresolution.This is certainly an unfortunate situation, and we can understand Mr. and Ms. [redacted]' frustration that they couldnot tind out the status of their loan from their inquiries at OCCU. Unfortunately, Carr's attempts to reassurethem of the loan status were met with hostility and denials.At Carr, we take great pains to ensure that customers are treated in the best and most professional manner. Wereview our paperwork and all of the agreed upon figures with the customer before any legal and bindingdocuments are signed; this helps ensure that there are no misunderstandings or confusion. We followed thissame procedure with Mr. [redacted], and he had complete understanding of the vehicle he was purchasing, includingwhen Carr provided him with the option to unwind out of the original agreement. Carr has adhered to everydetail in the agreement with Mr. [redacted], and the loan has been funded exactly as contracted. Simply becauseMr. [redacted] did not receive any information from an OCCU representative does not alter his obligation to performaccording to the contractual terms.

Complaint: [redacted]I am rejecting this response because:
The response from Carr is factually incorrect from start to finish, we had an arrangement to have a pre-inspection done at my expense, no matter how many times they lie, it does not change the facts.  I booked an appointment for a Mazda dealer to do the inspection, the Carr salesman talked to that service department and agreed to deliver that vehicle. Sincerely,[redacted]

[redacted]Please view attached document[redacted]
 
ID#[redacted]
To Whom It May Concern:
 
In answer to this customer’s concerns with the service work he had done here:
 
I do see discrepancy between the original estimate and the final invoice, and I would be happy to work with the customer...

to resolve that difference. I have not been contacted by the customer, and was unaware that he had any concerns. Had he contacted me, this issue could have been easily resolved.
 
 
In regard to the work that was done, I am confident that all the needed service work was done correctly. WE did the fluid changes that are listed in the Subaru service schedule. The customer mentioned that the coolant was not changed, which is true. According to Subaru, that is not scheduled to be changed at 60,000 miles. We did flush the brake fluid and change the engine oil. WE do have the customer’s signature on the original repair order that clearly itemizes what work will be performed, and has an estimated cost of $619.00. Therefore, I feel that the customer’s statement that “Carr Subaru charged me for a product service that they did not complete” to be inaccurate.
 
The customer states that we did keep the car for an additional day, and this is true. WE did supply a loaner car at no charge to the customer to make up for any inconvenience this might have caused.
 
The customer paid $755.00 and his original estimate was $619.00, I am will to refund the difference of $136.00
 
Mike W[redacted]
Service Manager
Carr Subaru