Ciocca Subaru

Revdex.com, MrMcGinn is a very good customer here at Ciocca Subaru WE are still working with him to try to come up with what we think is the best answer He was brought his [redacted] that he purchased from a family member, I believe, to Ciocca Subaru for service While checking his vehicle out in service we found out that it has had an antifreeze leak We have no background on this vehicle as it has never been serviced with us before It was leaking around the water pump so we did replace the water pump and the thermostat Long story short, it has a very small crack in the block I thought I should run the [redacted] to see if there was any service records available I came to find out that the thermostat has been replaced on 9/14/at [redacted] in Glassboro, NJ when it had 83, miles on it So MrMcGinn and of course Ciocca Subaru did not know anything about this repair This tells me that this has been a problemWe are still trying to work something out with MrMcGinn He wants is to reimburse him for the $1,he paid us That is no problem, but he waslo wants another engine ast no charge We do not think that is fair I just ran [redacted] Book today and excellent condition on his [redacted] is $ So at this point we may offer to buy the car from him at fair value for both of us We are working on that right now Thank you for your time, Steve MP [redacted] SR

I am sorry to hear that [redacted] had a problem with our internet pricing while at our dealershipWe sell over cars a month through the internet department and we typically never have any problems with the pricingI personally will give her a great price on any vehicle she would be interested in purchasing from usI will reach out to ***, as her phone number is on the paper you have sent over to me, to let her know that I would like to help her with a vehicle.The gift card is no gimmick, we send out over one hundred a month to customers who submit their information on the gift card through our website and bring it is when they test driveI certainly appreciate your timePlease have [redacted] call me at ###-###-#### with any further commentsSteve PSrGeneral Mariager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:This was no the first instance that something like this has happened at Ciocca and when I went in they told me they did nothing wrong and that the repairs didn't need to be done, they were not willing to do the work and when I orgianallyndroped the car I said I wanted all tires replaced and oil change doneI started yelling after I walked in and asked to speak to the man that had helped me who then said there was nothing he could do not would do becuse the work was done when it clearly hadn't been and then I went to speak with the service manager who I had issues with before, that's when I started to raise my voice as he became rude and got in my faceThe issue is that I bro Got my car in to be repaired and the correct things were not done then when I asked for a refund they weren't going to give a full refund then yelled at me about the total so I yelled back and called mr ciocca office to let them know about this, I WILL NEVER GO BACK TO ANY CIOCCA ESTABLISHMENT EVER and will advise everyone I come in contact with to stay far awayThe fact that the business is trying to blow this off as a tiny mistake is ridiculous considering it's happened multiple timesThey have a huge lack of communication and customer service skills and it's shameful.
Regards,
*** ***

Revdex.com,MrMcGinn is a very good customer here at Ciocca Subaru WE are still working with him to try to come up with what we think is the best answer He was brought his *** that he purchased from a family member, I believe, to Ciocca Subaru for service While checking his
vehicle out in service we found out that it has had an antifreeze leak We have no background on this vehicle as it has never been serviced with us before It was leaking around the water pump so we did replace the water pump and the thermostat Long story short, it has a very small crack in the block I thought I should run the *** to see if there was any service records available I came to find out that the thermostat has been replaced on 9/14/at *** *** in Glassboro, NJ when it had 83, miles on it So MrMcGinn and of course Ciocca Subaru did not know anything about this repair This tells me that this has been a problemWe are still trying to work something out with MrMcGinn He wants is to reimburse him for the $1,he paid us That is no problem, but he waslo wants another engine ast no charge We do not think that is fair I just ran *** *** Book today and excellent condition on his *** is $ So at this point we may offer to buy the car from him at fair value for both of us We are working on that right now. Thank you for your time,Steve MP*** SR

February 7, Dear *** ***:I have researched this issue and found the following: On January 24th *** *** brought a vehicle to our service department to replace a tire that had suffered road hazard damage*** *** asked us to replace the one tire and the Repair Order was createdWe provided
her a service loaner vehicleShe had filed an insurance claim for the blown tire and the vehicle was at our dealership for some time before the adjuster settled the claimDuring that time, *** *** decided to replace all four tires, get an oil change and an alignmentThe updated repair request did not get properly communicated by our Service Writer to the technicianThe insurance company also called for the replacement of the wheel and this was not communicated to the technician eitherThe technician replaced one tire, cleaned the original wheel, completed an oil change and replaced a marker light bulbThe incorrect repair invoice was printed and paid by *** *** with a combination of Insurance Company Check and Credit Card payment.A short time later, *** *** realized that not all the repairs had been made, she called to complainWe apologized for the error and made a technician available to complete the other work immediatelyWhen *** *** came back to the service department that same day, she quickly became verbally abusive to both the service writer who had made the error and the service manager who had been seeking to help herAs she was loudly profane and verbally abusive, and as this was not the first time she had issues, our service manager refunded her credit card payment, and returned the insurance company check to herHe instructed her not to come back to the dealership again.In summary: We made an errorWe offered to correct that error*** ***s actions caused us to rescind that offerWe fully refunded all payments received that same dayFor her inconvenience, *** *** has a new tire, an oil and filter change (with the correct oil for the year and model), a marker bulb and the use of a service loaner for about a week at no chargeWe will not do anything more for her and she may not return to any Ciocca Dealership.Paul F

August 16, 2017Dear *** ***,This letter is in response to the recent communications received from the Revdex.com (Revdex.com) regarding a complaint filed on 8/10/with ID of ***.Ciocca Subaru is disappointed to hear of the dissatisfaction expressed by the customer listed in the
complaintThe first time the customers concern was brought to my attention was on 8/10/when the complaint was filed on ***.comI immediately responded to the Customers review (within minutes) and asked that she reach out to me directly if she needed further assistanceToday marks days since that review was posted and I have not heard from the customer yetIn fact, she even removed the review and my reply shortly after it was postedAccording to the statement, the client talked to the company on 6/and 6/I am sympathetic to the fact that she clearly has not received the resolution she was looking for, but never escalated the concern to any higher level of management.In the customer's statement, she is correct that we would not allow the vehicle to be driven to her mechanic as it is located over minutes awayHad the mechanic been local, we would have had no problem with that person inspecting our vehicleIn hind sight, we would have preferred itInstead, we offered to put the vehicle on one of our lifts for the customer and her family member to look at it for themselvesWe had nothing to hideNext she mentioned an oil leakTo this day, I am still unaware of an oil leak since there was not one noted at time of state inspection other than the head gasket leak (which we repaired)When the customer looked under the vehicle at our facility, they also did not notice any form of oil leakThe sales person also didn't mention it because there was not one that he was aware ofHe can't be accused of withholding information that is either or that he is not privy to.The customer then stated an issue with the pricing (which I am not sure what the problem is)The price the customer paid for the vehicle is the price that the client was offered from the very beginningIn the customer's letter, it seems like they are implying we tried to ask them to pay a higher price first and then discounted itThis is not the case and we have documentation supporting thatThe client noted early in her letter that the price was originally $10,500, and it wasIn fact, it was listed even higher than that at one point at $10,995, but she paid $9,and at no point in the transaction was she asked to pay more than thatA $concession was made after the sale when the customer expressed her lack of clarity in the price she paid versus what our original price was, not as any admission of any wrong doing, but to try and appease the customerAt that time, the customer was satisfied.Then the customer went and had the vehicle inspected again at their local facilityThat repair facility claimed that the rear brake pads were below barsWhen the vehicle passed state inspection, on 5/4/2017, the rear brake measurements were bars and the fronts were barsAll four brakes passed PA state inspectionUpon our safety and state inspection, we found no problems with the struts that the client is claiming needed replacementThey clearly passed inspection and were not even listed as an item of recommendationOur technicians are only paid for work that they doIf something needs to be done, they will recommend it, regardless of how small or large the issue is.The customer brought these issues to the manager's attention and he correctly responded with the fact that we do not perform all repairs associated with vehicles over 100,milesWe do however, always make sure they are roadworthy, safe, and pass PA state inspection and emissionsLets take for instance the heat shield rattle, it was a minor rattle that did not pose any risk for safetyIt passed inspection and therefore it was not servicedWe have repair orders documenting over $2,worth of work that we did to this vehicle, including replacing the head gaskets, timing belt, and lower A-arm bushingsTo say we did not even look at the vehicle is absurd.Just as when we offered to put the car on a lift for the customer, we have nothing to hideThat being said, we will not be offering any additional financial compensation to the customer over and above the $that was already given in good faith, Should you need any further documentation showing our inspection measurements, repair order proving what work was done to the car, or disclosure of pricing from the minute the client walked in the door, I am happy to provide it.Sincerely,Kyle EGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:This response does not answer why I was not made aware of any issue with the vehicle. The mechanic I took the Subaru to found issues I should have been made aware of by the dealership so I could make an informed decision of what I was purchasing. The salesman was made aware of the oil leak while the car was on the lift and responded to us noticing it that the car was older and happens with that kind of mileage. The fact I took the complaint off [redacted] is inaccurate and I could not find a way to respond to Kyle on [redacted]. I did not call because I wanted everything documented in writing. I did message them and leave a comment via their facebook page numerous times. No time was I responded to on that site. In fact I was blocked from messaging them. If the salesman and mechanics were not aware of the oil leak, struts, rear brake pad and heat shield then they are negligent with their inspections. I had no idea of the work on the car previous to buying it that they claim they work on. (Ie head gasket). I am more than willing to give you the contact info for [redacted] and auto in regards to their findings and send you receipts for the work they did. As far as the pricing goes, I mention it merely to explain that they gave us the internet price after asking for a good faith gesture I lieu of my mechanic checking it out acting like I was getting a better price. I have sent screenshots of when I attempted contacting them but ran out of room for the reports from my mechanic (###-###-####). I have the photos on [redacted]. Kyle did not ask that I contact him, just explained that my car is one of the 1% that falls through their cracks essentially. Here is the link: A 1 star review of Ciocca Subaru by [redacted]
I can also send you separately photos of the work my mechanic did on this car and the cabin filter that was in poor condition to show the level of negligence they either have about knowing about their cars or neglecting to inform me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I feel the used car salesman should have known there was a price issue. He mentioned several times how long he'd been in the business as a used car salesman & quite frankly the salesman "pushed" the used car from the moment we stepped on the car lot. In addition, when the sales manager called me, he stated "the salesman couldn't remember WHICH CLIENT it might have been, since someone else left & came back".  So, my  question is, how many people did he try to dwindle?  I'm not satisfied with their customer service.Regards,
[redacted]

Revdex.com,
Mr. McGinn is a very good customer here at Ciocca Subaru.  WE are still working with him to try to come up with what we think is the best answer.  He was brought his 2004 [redacted] that he purchased from a family member, I believe, to Ciocca Subaru for service.  While...

checking his vehicle out in service we found out that it has had an antifreeze leak.  We have no background on this vehicle as it has never been serviced with us before.  It was leaking around the water pump so we did replace the water pump and the thermostat.  Long story short, it has a very small crack in the block.  I thought I should run the [redacted] to see if there was any service records available.  I came to find out that the thermostat has been replaced on 9/14/2015 at [redacted] in Glassboro, NJ when it had 83, 089 miles on it.  So Mr. McGinn and of course Ciocca Subaru did not know anything about this repair.  This tells me that this has been a problem. We are still trying to work something out with Mr. McGinn He wants is to reimburse him for the $1,077.62 he paid us.  That is no problem, but he waslo wants another engine ast no charge.  We do not think that is fair.  I just ran [redacted] Book today and excellent condition on his 2004 [redacted] is $4064.  So at this point we may offer to buy the car from him at fair value for both of us.  We are working on that right now. 
Thank you for your time,
Steve M. P[redacted] SR

I am sorry to hear that [redacted] had a problem with our internet pricing while at our dealership. We sell over 200 cars a month through the internet department and we typically never have any problems with the pricing. I personally will give her a great price on any vehicle she would be...

interested in purchasing from us. I will reach out to [redacted], as her phone number is on the paper you have sent over to me, to let her know that I would like to help her with a vehicle.The gift card is no gimmick, we send out over one hundred a month to customers who submit their information on the gift card through our website and bring it is when they test drive.
I certainly appreciate your time. Please have [redacted] call me at ###-###-#### with any further comments.
Steve P. SrGeneral Mariager