Colonial Motorcars Limited

Review: I have too many complaints to mention but I have brought my car there at least 3 separate times to have them look into a mouse infestation and a smell. the service manager [redacted] told me he was going to "eradicate the mouse problem". every single time I have received my car back I have after 2 seconds of sitting in it found obvious signs of mouse and mouse feces. I am aware that they have looked into it out of "goodwill to the customer" because they let me know every time. and it is printed on my receipt. I got the car back yesterday after them having for a full week. Wednesday to wednesday, for the 4th or 5th time ( I have the records I dont have them and i've lost count), with all evidence of mice removed and I immediately found mouse feces in my interior light. I have lost all faith in them and their service. the amount of incompetency and failure to oversee that their techs is astonishing. The subaru car itself is an awesome automobile but because of their service and lack of "eradicating the mouse problem" (words the service manager said to my face) is making me never to want to purchase a subaru of any kind from any company especially colinial subaru of [redacted].Desired Settlement: I want my cash back for the car please.

Business

Response:

The business has responded. Please see below:Complaint ID #[redacted] 2013 Subaru Legacy 4dr VIN # [redacted] The vehicle was purchased from us used on 01/**/15 with 14,946 miles having an Original in-service date of 12/**/2012. The factory new car warranty in in effect on this vehicle until 36,000 miles or 12/**/2015. First time of concern; 04/**/15 17,811 miles Advised customer rodents/mice getting into vehicles is not covered under the factory new car warranty, Certified Pre-Owned (CPO) or the [redacted] State Used Car Limited Warranty All work performed was, as stated by complainant, done as “goodwill”. WE ARE NOT PROFESSIONAL EXTERMINATORS. We removed the carpet, cleaned under carpet/floor pan area, trunk carpet removed and cleaned underneath. Also cleaned out dash vent system. Disinfected and released car back to customer on 04/**/2015. Advised customer to keep vehicle clean of food/garbage for this also attracts rodents as we noticed a bag of dog food was open in the trunk. Customer was provided a loaner vehicle during the cleaning visit and was not charged for the cleaning. Vehicle returned with rodent issue again on 04/**/15 with 18,704 miles. Again we performed what was previously attempted but now removed the entire interior including the headliner and replaced the headliner due to urine stains from mice. For 4 days mice traps were placed inside vehicle and never trapped any mice. During this cleaning the customer contacted [redacted] and was informed by a representative from [redacted] that Subaru’s new car warranty does not cover rodents/mice getting into vehicle. Customer was again provided a loaner vehicle during the goodwill cleaning visit and was not charged for the cleaning or the replacement headliner. Another “Goodwill” cleaning by us. The vehicle was picked up on 05/**/2015. The is no warranty coverage by [redacted] or any other new car manufacturer for mice getting into a vehicle. I just performed a [redacted] search using the wording: Mice getting into my car 1,860,000 results Mice getting into my truck 1,560,000 resultsMice getting into my house 16,600,000 results I also called a franchised professional exterminator, [redacted] and they will treat a car. I asked if this was common and was told they get this quit often. I asked if they guarantee that they can stop mice/rodents from getting into my car and the reply was no. They do their very best. Even professional exterminators won’t guarantee total cure. Perhaps [redacted] should consider hiring a profession exterminator. We can only clean a vehicle and are not licensed by [redacted] State to use chemicals or deterrents like exterminators are.This is an extremely common issue and millions of cars are affected each year by rodent/mice presences. [redacted] can simply verify this by searching the internet, as I did, and reading the almost 2 million results that are available. [redacted] request to have the car purchased back would have to fall under either the New Car Lemon Law or [redacted] States Used Car Limited Warranty. Since the concern here has “zero” coverage under both the request does not qualify and therefore denied. There is nothing more Colonial Motorcars Ltd. can do but suggest hiring a professional licensed exterminator from a reputable company like [redacted] or [redacted] or the like. We wish [redacted] and the other million or so people experiencing this problem the very best in trying to stop mice. I am one of the 16,600,000 results with mice getting into my house over the last 10-12 years. Having used 3 reputable exterminator companies over that time period and still under schedule contractual visits by my current provider, they have slowed it down but I have never had luck in total elimination. Best to All, [redacted]