Initial Business Response /* (1000, 5, 2015/03/25) */
When we took vehicle in trade, we did our retail [redacted] inspection along with smog/safety inspection. During this repair order, we did mechanical work to replace P/S pump assembly, replaced serpentine belt, replaced crank seals to fix an...
oil leak and did a front end alignment. After the used vehicle purchase by Ms. [redacted], she had called with issues with the vehicle. Being that she was out of the area, we sent her to one of our other [redacted] stores in Stockton, the Volkswagen store. In the opinion of that service department, the concerns of Ms. [redacted] were not safety related for the vehicle. Ms. [redacted] was still not satisfied, so we had her return the vehicle to Diablo Subaru of Walnut Creek. I agreed to do the work our technician advised, which was causing front end suspension noise. Ms. [redacted] returned once the parts arrived, since this was not our brand, and we replaced a left front strut, 2 sway bar links, a left side axle, and two tires. The tires were within retail tread wear, but worn more than the other two tires that we had replaced during smog and safety repair order, which was #XXXXX from June 14, 2014. Ms [redacted] purchase the vehicle August 7, 2014. The after sale repair order XXXXX was closed on September 3, 2014.
Diablo Subaru of Walnut Creek spent $1825 for this work, and we felt that Ms. [redacted] seemed satisfied at that time. The noise from the front end was gone, and she drove back to Stockton. We felt we went over and above to address issues that were not safety related, and were not noted as issues when the original inspection and work was done prior to sale.
Diablo Subaru of Walnut Creek took care of repairs for this cuatomer that other stores would not do for a sale of an As-is used vehicle
Initial Business Response /* (1000, 5, 2015/03/25) */
When we took vehicle in trade, we did our retail [redacted] inspection along with smog/safety inspection. During this repair order, we did mechanical work to replace P/S pump assembly, replaced serpentine belt, replaced crank seals to fix an...
oil leak and did a front end alignment. After the used vehicle purchase by Ms. [redacted], she had called with issues with the vehicle. Being that she was out of the area, we sent her to one of our other [redacted] stores in Stockton, the Volkswagen store. In the opinion of that service department, the concerns of Ms. [redacted] were not safety related for the vehicle. Ms. [redacted] was still not satisfied, so we had her return the vehicle to Diablo Subaru of Walnut Creek. I agreed to do the work our technician advised, which was causing front end suspension noise. Ms. [redacted] returned once the parts arrived, since this was not our brand, and we replaced a left front strut, 2 sway bar links, a left side axle, and two tires. The tires were within retail tread wear, but worn more than the other two tires that we had replaced during smog and safety repair order, which was #XXXXX from June 14, 2014. Ms [redacted] purchase the vehicle August 7, 2014. The after sale repair order XXXXX was closed on September 3, 2014.
Diablo Subaru of Walnut Creek spent $1825 for this work, and we felt that Ms. [redacted] seemed satisfied at that time. The noise from the front end was gone, and she drove back to Stockton. We felt we went over and above to address issues that were not safety related, and were not noted as issues when the original inspection and work was done prior to sale.
Diablo Subaru of Walnut Creek took care of repairs for this cuatomer that other stores would not do for a sale of an As-is used vehicle