Farrish of Fairfax

I received [redacted] ***'s 2/26/4:48pm email Friday morningWe do care about [redacted] as demonstrated in MrP [redacted] (GM)emailed belowWhat MrP [redacted] alluded to but didn't confirm is that disciplinary action was taken with MrR [redacted] It would be inappropriate to discuss our internal actions further except to say that our company will not tolerate actions from a member of our staff like thisWhile I understand the length that MrR [redacted] went through on [redacted] ***s behalf, customers are not required to communicate their decisions with us irrespective of our effortsI feel confident that this matter has been addressed appropriately and completelyWe stand ready to assist [redacted] should she ever desire our assistanceThank you for the opportunity to respond Respectfully, Kevin F [redacted] President Ralph P [redacted] wrote: 3/2/ [redacted] ***, I want to start off by apologizing for David’s behaviorHe is a very young and passionate salesperson that, at times, takes things very personallyHe had spent quite a bit of time working on your behalf to finalize the replacement of your [redacted] I also, want you to know that David does work for Farrish, but does not speak for Farrish concerning these types of situationsI think you would agree that no company would want their employee to speak out like this, and we are no differentI take situations like this very seriouslyI have spoken with David on this matter, and I know he understands that he has made a huge mistake, and if he could turn the clock back, he would Moving forward, if I can ever be of assistance with your new ***, please let me know Sincerely, Ralph P [redacted]

Thank you for the opportunity to respond FYI, this complaint was emailed to my office yesterday however it was registered almost weeks ago based on the info in this file.What is interesting is that the reimbursement check was prepared on 8/and it was mailed to the customer on 8/ I suspect it was received the day after or shortly thereafter the day [redacted] registered this complaint I apologize that our delay caused the customer and the Revdex.com to spend time on this when I'm sure you have better things to focus on One would think that if [redacted] received our reimbursement check he would have been thoughtful to inform the Revdex.com Therefore, there is a chance that he did not receive our check.I verified it was sent to the same address as in [redacted] complaint If by chance he did not receive our reimbursement check, I will need to be notified so we can take corrective action I can be reached at [redacted] Thank you.Kevin F [redacted] PresidentFarrish of Fairfax, IncDBA Farrish Subaru

March 22, Re: Case # [redacted] Dear [redacted] ***, Thank you for bringing this matter to my attentionAs the customer stated the vehicle was purchased “AS IS”The Buyers Guide, that the customer signed, states on an AS IS purchase “You will pay all cost of any repairsThe dealer assumes no responsibility for any repairs regardless of any oral statements about the vehicle”With this being said Farrish of Fairfax would decline reimbursement for any repairs made by the customerIf the customer can show that the vehicle had been represented to have the equipment he states was missing, I would reconsider my decision On another the customer stated that the vehicle had an outstanding recallI ran an inquiry through [redacted] ’s system and all recalls show closed, as well as there were no outstanding recalls at the time of delivery Please find the following documents for your file • Buyer Guide front and back, signed by the customer • Coverage Report from [redacted] showing no recalls • Truth in Lending Act showing the declination, by the customer, of any additional coverage’s • Initial inspection sheet from the dealership showing no problems with the vehicle If you have any further questions, please contact me at ###-###-#### Respectfully, Ralph P [redacted] General Manager Farrish of Fairfax, Inc

Dear Revdex.com, I asked [redacted] to include the direct email stream between the two of us regarding this matterIt doesn't appear that he honored that requestI therefore included it below for your reviewThe short answer is: We are not legally required to do anything for **& *** [redacted] We offered to repair him alignment, provide a loaner car and take the vehicle after our repair to an Authorized [redacted] Dealership to verify that our repair puts the vehicle within [redacted] specificationsThis allows us to make sure that we only pay for what we believe is required and confirm that it is a satisfactory solutionSeems fair and reasonable from a company that doesn't have to legally do anythingKeep in mind that **& [redacted] , conditioned our sale on an inspection at their mechanicBoth companies missed the concern initially and we offered to repair based on our repair method In conclusion, it is my opinion that the customer does not want the vehicle repaired and has developed buyer's remorse seeking to use the Revdex.com as a tactic to pressure my company into buying this vehicle backI do not believe that was the intent of the Revdex.com in assisting consumers Feel free to contact me if you have any further questions or concerns Respectfully, Kevin Farrish Email String: Sent: Tue 1/20/5:PM [redacted] , I’m sorry to learn of your decisionThis was my only offerAs for the dealership, it was my understanding that my GM, Ralph P [redacted] , also offered to repair your vehicleThe only addition to our offer was that we would take your vehicle to an authorized [redacted] Dealership to help verify that our work meets [redacted] specifications because you expressed concern that it couldn’t be done and we thought it would be best to verify it for both of us at our expense We gave you a way to go on this at no expense to youIf we were wrong, we would have discussed the possibility of us buying the vehicle back Many years ago, our trade association had a consumer protection process they called AutoCapI chaired that panel for many yearsThe Revdex.com and Fairfax County Consumer Affairs were also representedWe as a group took a hard line against dealers who attempted to take advantage of consumersWe did not attempt to take advantage of you and your wifeYou asked to have your mechanic look at the vehicle as a contingency of your purchaseWe permitted it, as we always do, because we had anything to hideCandidly, we were extremely surprised to learn of the problem but even more surprised to learn of their proposed solutionWe investigated ourselves and found their answer to be self-serving and inaccurateSure, we don’t sell or service [redacted] every day but having owned and operated a body shop for 50+ years (for which I have personally been here of those years) we see far more alignment concerns than they do on all makes and models (including [redacted] ), gives us a great knowledge none the less to apply to this situationI’m confident that the agencies you listed or any other agency will recognize our Good Faith offer as a means to get this matter resolvedPlease make sure that they receive this email string as it provides our rationale etc This entire matter frustrates me in that the organization you “Trusted” to do a pre-delivery check of your vehicle missed what they apparently have seen often on other [redacted] They provided you with their rationale of what it will take to “properly repair your vehicle” and their opinion becomes the only fact worthy of considerationI offered to repair your vehicle and then take it to a [redacted] dealership to verify thus eliminating any concern you would have on matching our alignment specs to theirsYour reply to me is that our offer isn’t acceptableOur offer is fair and furthermore I believe would address your concernIn case you change your mind, our offer is valid for week from today and will not be extended In conclusion, I asked you directly what if any rationale you have that would provide a legal requirement for our dealership to buy your vehicle backYou provided noneWhile the possibility exists that you want us to buy the vehicle back as a result of our unwillingness to repair your vehicle per the [redacted] dealership scope of work, it is more probable that you have buyer’s remorse and wish to get us to buy it back using agencies like the Revdex.com in an attempt to harm our great reputationI don’t like to draw these types of conclusions except to say that these agencies were not created to be used as a tool to strong arm honorable businesses If there was a way to turn this around and satisfy you, other than laying down for your solution, I would consider but absent that, we have nothing further to discuss Respectfully, Kevin Farrish From: Jonathan Turrisi [mailto:[email protected]] Sent: Monday, January 19, 9:PM To: [email protected]; [email protected] Subject: RE: Turrisi/Tomaselli [redacted] **Farrish, We do not find your most recent offer acceptableAs we have stated, we do not feel safe in the vehicle and believe that the vehicle should be returned for a full refundWe will be filing a complaint with the Revdex.com and Attorney Generals Office Jonathan Turrisi ________________________________________ From: [email protected] To: [email protected]; [email protected] Subject: RE: Turrisi/Tomaselli [redacted] Date: Thu, Jan 17:10:- [redacted] , Thank you for your response as wellAfter considerable investigation and consideration, I have the following to report The basis for your concern is that you are being told that there is only one way to correct your vehicle’s alignmentWe are going to have to agree to disagree on this I am prepared to properly align your vehicle to the specifications provided by Alexandria [redacted] Once aligned (by my staff) to resolve the problem, we will take your vehicle to an authorized [redacted] Dealer and have them verify the alignment meets their specificationsWe will do this at no cost to you and provide you with a loaner vehicle while we do it While I have comments pertaining to the many items you have expressed below from our vantage point, I do not see the need to express those at this time but rather to stay focused repairing the vehicles alignment quickly and properly We do care about you and your familyAs I’m sure you are aware, our sales contract does not require that we do anything regarding this matterIf I put myself in your shoes, I would expect that the dealership would make every effort to repair the alignment, therefore have decided to do just thatOur offer is intended to be a goodwill gesture to resolve this matter efficiently for you Our offer is to do this work ourselves and go the extra effort and expense to have an authorized [redacted] dealership verify that it was done correctly as evidenced by their alignment printout from their machineWe will not participate in any way, now or in the future should you decide to have others do this workConcerning your request to buy back the vehicle, I believe it is premature to have that discussion and will only consider if our efforts do not fix the automobile Let me know in the next few days if you would like us to fix the alignment so we can purchase the necessary parts and schedule you for a loaner vehicle Thank you for your patience and understanding while I properly investigated the situation Respectfully, Kevin Farrish From: Jonathan Turrisi [mailto:[email protected]] Sent: Tuesday, January 13, 10:PM To: [email protected] Subject: FW: Turrisi/Tomaselli [redacted] **Farrish, Thank you for your response With regards to your question, we have not permitted **Wynn to attempt to align the vehicle for several reasons: 1) When [redacted] of Alexandria put the vehicle on their alignment machine, the measurements indicated that the vehicle could not be aligned solely with a camber adjuster bolt kit or adjustments to the Toe (**Wynn's suggested repair) because the caster and camber on the front left side were too negative, as was the camber on the front right sideThe front left camber was out of alignment by more than degree, which indicated there was damage to components of the front suspension (see attached "Alignment Invoice" and "Alignment Report")The displacement of the subframe bolts and gap on the left front spindle [steering knuckle] provided additional evidence of damage to the front suspension As I mentioned in my previous email, these facts have been corroborated by [redacted] of Arlington and Kestermann's Foreign Car ServiceBased on these assessments, it seems clear there was underlying damage to the front suspension, and that **Wynn's suggested course of action of a camber bolt adjuster kit and adjustments to the Toe would not correct the pre-existing damage to the front suspension components 2) The car being significantly out of alignment only miles after Farrish's first alignment on July 29, 2014, provides additional evidence of damage that prevents a proper alignment and/or an inability by Farrish to properly align the vehicleIn either case, these prevents us from being comfortable having **Wynn and his team attempt to align the vehicle in the manner he suggestedWhen the vehicle was traded in to Farrish in July of 2014, a two wheel alignment was performed on July 29, At this time, the vehicle had 74,milesOn December 2, 2014, the date of the pre-sale inspection I had performed at [redacted] , the vehicle had 74,milesAccording to [redacted] of Alexandria, it needed an alignment During a meeting with **P [redacted] , **Wynn, **Hale and **Johnson on December 26, 2014, I was told by **Wynn and **Johnson that the irregular tire wear on the front tires could have caused the car to come back out of alignment during the miles it was driven by prospective customers and/or Farrish employees from late July to DecemberHowever, [redacted] of Alexandria, [redacted] of Arlington and Kestermann's Foreign Car Service informed me that irregularly worn tires would not cause a car to come out of alignment in that short of time, especially as far out of alignment as this vehicle was at the time of sale and remains to this dayNote, the salesmen informed my wife and I that the tires were practically brand new 3) A third reason why we have not permitted **Wynn and his team to attempt to align the vehicle is that [redacted] vehicles have unique circular shaped openings around the center of the rims that only a [redacted] alignment machine can properly attach toA [redacted] alignment machine, coupled with the specially designed openings on the rim, provides a more precise and accurate measure of the cars alignment and assists a technician in properly aligning the car to [redacted] specifications The alignment measurements taken at Farrish on December 26, 2014, differed in several areas from the [redacted] alignment measurements [redacted] and Farrish's measurements were significantly different on the front left and front right side camber [redacted] and Kestermann's informed me that the irregular tire wear reflected camber wear from the camber being so far out of alignment for some timeThat is a central issue with the vehicle and Farrish's alignment machine does not appear able to obtain an accurate camber measurement as indicated by the alignment reports Also, the range of acceptable tolerance levels is much greater on Farrish's alignment machine (see below) [redacted] has a narrower tolerance range, meaning they have more exact specifications for the vehicle to be considered properly alignedBased on this, it is possible for the vehicle to show as being in proper alignment on Farrish's alignment machine, but still out of alignment according to [redacted] specificationsI believe these facts provide further support that [redacted] is the most qualified to provide alignment work on a [redacted] ***I am sure you would agree that any high end luxury vehicle should be repaired according to manufacture specifications Tolerance Range Differences: [redacted] vsFarrish alignment machine [redacted] Farrish Front camber (-to -1.29) / (-to -range) Front Caster (to 7.68) / (no range listed) Front Toe (to .13) / (to .21) Total Front Toe (to .31) / (to .42) Rear camber (-to -1.48) / (-to -1.44) Rear Toe (to .19) / (to .32) **Attachments will confirm the above tolerance rangesAgain, the above indicates that [redacted] has more exact specifications for the car to be considered properly alignedThe discrepancies in measurements taken by Farrish on December 26, 2014, and [redacted] on December and 26, 2014, show that the alignment machine at Farrish is not able to obtain accurate camber and caster measurements As we have stated from the beginning, our first preference is to return the vehicle for a full refund, because we no longer feel safe in the vehicleHad we known about the pre-existing damage to the suspension component parts, we would not have purchased this vehicleWhile not our first preference, we are open to having repair work completed at [redacted] *** It is unfortunate that [redacted] was not able to identify the issues with the suspension component parts during the pre-sale inspectionIt was only after putting the vehicle on their alignment machine that they were able to determine the underlying damageSince then, we have obtained several other professional opinions who strongly believe there is underlying damage to the front suspension [redacted] of Alexandria is willing to provide a discount on the subframe replacement, but will not complete that repair for free As I mentioned previously, it was your solid reputation in the automotive retail business that played a role in our selection of a previously used automobile from your dealershipWe appreciate your willingness to work with us to resolve this matter Sincerely, Jonathan Turrisi ________________________________________ From: [email protected] To: [email protected] CC: [email protected] Subject: RE: Turrisi/Tomaselli [redacted] Date: Fri, Jan 08:29:- [redacted] , Thank you for your emailI am out of town and will respond appropriately upon my return after 1/14/ Before I look into this further, you stated that **P [redacted] and **Wynn believe we can properly align the vehicleIs there a particular reason why you are not permitting them to do this? It is my understanding that our agreement with you did not require that we do this work for you but offered to do it free of charge as a good will gestureIf my team is correct, the alignment specs will clearly show that it is in or out of alignment after our repair attemptIf the other shops were right and we are wrong, doing the work would not cause other required work (meaning, you or the vehicle can’t be further harmed if our attempt fails)An unwillingness to try our solution doesn’t demonstrate a willingness on your part to work with usThat said, is there something I am missing as to why you will not permit my team from attempting this repair? We wouldn’t waste our time or money going down this road if we didn’t truly believe that it would solve the concern for you Beyond that, I have the following additional questions: 1) Is there a legal reason you believe we should nullify the transaction(IeDo you have anything in writing that provides you the right to a full refund? Are we not abiding by any of the terms of the agreement?) 2) Can you email me a copy of the Inspection invoice you had performed at [redacted] of Alexandria prior to deliveryIt was my understanding that you made the sale subject to an independent inspection 3) What if any, actions/communication have you had with [redacted] of Alexandria to complete the necessary work (they are now saying is required) free of charge to you for missing this at the initial inspection? Again, I am out of town and will look into this further upon my returnIf you could provide the additional information I am requesting, in this email while I am away, it will assist me in properly investigating / responding when I return Respectfully, Kevin Farrish From: Jonathan Turrisi [mailto:[email protected]] Sent: Wednesday, January 07, 9:PM To: [email protected] Subject: Turrisi/Tomaselli [redacted] Good Evening **Farrish: I am contacting you regarding a purchase my wife and I made from your dealership in December of 2014, a previously owned [redacted] 4matic I am asking you to please hear my request Prior to our purchase, [redacted] of Alexandria informed us that the vehicle required a four-wheel alignmentA little over a week after the sale, we discovered that the front tires had highly irregular tread wearWe replaced the tires soon thereafter, and attempted to have the alignment performed at [redacted] of AlexandriaIt was at this time we were informed that it was not an alignment issue as originally stated, but instead, latent damage to certain components of the front suspension Since this purchase in December, we have spoken to several repair shopsWe have obtained written opinions/estimates from [redacted] of Alexandria, [redacted] of Arlington and [redacted] Foreign Car Service in AlexandriaAll concluded that the vehicle has underlying damage to the suspension that must be repaired before the four camber adjuster bolt kits can be installed and the car properly alignedThe documentation provides more specific details concerning the needed repairs It should be further noted that [redacted] Foreign Car Service determined that the black paint on the front passenger side fender and quarter panel is not the original paint and that bodywork appears to have been performedThis would seem to suggest the vehicle suffered damage at one point and according to Kestermanns could possibly be linked to the damaged suspension components For the past two and half weeks, I have been speaking with your manager, **Ralph P [redacted] , in an attempt to resolve this issueDespite the information mentioned above, **Kevin Wynn and **P [redacted] remain adamant that the car can be properly aligned solely with the camber adjuster bolt kit and realignment performed by your mechanicsWe respectfully disagree given the assessments from the other repair shops and dealerships Our first preference is our original request of returning the vehicle for a full refund of purchase price, processing fee and compensation for the front tires we had to purchase due to the underlying damage to some of the suspension component partsHowever, while we are not comfortable keeping this vehicle, we are open to having the vehicle repaired at a [redacted] dealership at the expense of Farrish of Fairfax Inc Frankly, we are not comfortable keeping this car with the solution offered by **P [redacted] Based on the assessments from the above mentioned repair shops, this car requires repair to the front suspension system before the camber adjuster bolt kits can be installed and the car properly alignedIt requires a thorough repair by a highly qualified [redacted] automobile expert We spent over $15,for the purchase of this vehicle at your dealership, and deserve better than what we received as a solutionWe are able to submit documentation to the Revdex.com and a Consumer Protection Complaint through the Attorney General's OfficeHowever, it is our hope that this can be avoidedIt was your solid reputation in the automotive retail business that played a role in our selection of a previously used automobile from your dealershipIt is in that spirit that I hope you will reconsider **P [redacted] ’ offer Sincerely, Jonathan Turrisi 978-317-

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The repair Farrish of Fairfax Incis offering fails to address the pre-existing defect in the vehicle (damage to suspension component parts) that was unknown to my wife and I at the time of the saleAdditional notesAfter numerous discussions and attempts to reach a mutually agreeable resolution with the General Manager and President of Farrish of Fairfax, we reached out to the Revdex.com, a neutral third party, not as a tool or tactic to pressure, or as the President of Farrish put it, “strong arm” a business, but rather for their assistance in helping facilitate a resolution to this matter that is fair and equitableGiven all of the facts, we believe we deserve better than what Farrish of Fairfax Incis offering, as it fails to address the pre-existing defect in the vehicle (damage to suspension component parts) that was unknown to my wife and I at the time of the sale For the record, we were unable to attach any files or emails in the initial complaint which includes the email the President of Farrish forwarded Contrary to what the President of Farrish claims, we did not condition the sale on an inspection by a third party mechanicThere were no contingency clauses or agreementsWe simply asked Farrish of Fairfax if we could have [redacted] of Alexandria complete an inspection on the vehicle to see if this was a vehicle we would be interested in making an offer on [redacted] of Alexandria’s inspection did reveal that the car needed an alignment, spark plugs, an inoperable rear sunshade and a small oil leak from the rear centrifuge cover These needed repairs were never disclosed to us by Farrish of Fairfax due to either an inadequate inspection on their part when the vehicle was traded in or inexperience with this vehicle’s make and model Having known about the repairs needed, we were comfortable making an offer to purchase the vehicleHad we known about the significant damage to some of the suspension component parts effecting the drive of the vehicle as well as the irregular and premature tire wear, we would not have made an offer to purchase the vehicle Unfortunately for my wife and I, it was only through [redacted] of Alexandria’s attempt to perform the alignment a few weeks after our purchase that they discovered just how far out of alignment the vehicle was This was proven evident by the computerized measurements, and led to a more thorough examination, beyond that which is typical of a pre-sale inspectionThrough this investigation, [redacted] of Alexandria was able to discover the underlying damage to the suspension component parts Regarding the President’s claim that we have developed buyers’ remorse and do not want the vehicle repaired: When the underlying defect was discovered by [redacted] of Alexandria after our purchase, we contacted Farrish of Fairfax immediately and made our initial request for them to pay to have the vehicle repaired at [redacted] ***The Used Car Manager and General Manager of Farrish declined, as has the President in our discussionsPer the recent email between the President and I on January 13, 2015, we have continuously maintained that our first preference is to return the vehicle to Farrish for a full refund, but we are also open to having the vehicle repaired at a [redacted] dealer at the expense of Farrish of FairfaxIf paying to have the vehicle repaired at a [redacted] dealership is a more viable and agreeable solution to Farrish of Fairfax, I would be glad to discuss this in greater depth As stated previously, we are not comfortable having Farrish of Fairfax make any repairs to the vehicleThey previously attempted to align the vehicle on July 29, 2014, at the time of tradeWhen we purchased the vehicle on December 2, 2014, the vehicle was still found to be out of alignment by [redacted] of AlexandriaThe car being out of alignment at the time of sale provides additional evidence of pre-existing damage that prevents the car from being properly aligned and/or an inability by Farrish of Fairfax to properly align the vehicleIn addition, there were a number of items [redacted] of Alexandria did find during their initial inspection (described above) that Farrish of Fairfax did notThis illustrates the reasons why a dealership that focuses on ***, Subaru, [redacted] and [redacted] vehicles is not well equipped to perform repairs on a [redacted] ***Frankly, we have lost confidence in Farrish of Fairfax.Also, to reiterate, [redacted] Foreign Car Service said the car appears to have had body and paint work on the front right side near the wheel, indicating there had been significant impact that necessitated body and paint work When we brought the vehicle to CarMax for an inspection, they also stated that the car has had prior paint work on the passenger side fender Based on this information, there is a strong possibility that the car may have been in an previous accident As we stated in our original complaint, [redacted] of Alexandria, [redacted] of Arlington and [redacted] Foreign Car Service have completed independent inspections on the vehicle and each found that there is underlying damage to some of the suspension component partsAll three stated that repairs must be made before a camber bolt adjuster kit could be used to properly align the vehicleThe method of repair suggested by Farrish (camber bolt adjuster kit) was not recommended by either of the three repair shops that inspected our vehicle, all of whom focus almost exclusively on [redacted] vehicles Even if Farrish of Fairfax was somehow able to bring the vehicle back into proper alignment (according to [redacted] specifications) through their proposed method, we have concerns that this would be merely masking the underlying damage that exists as indicated by [redacted] of Alexandria, [redacted] of Arlington and [redacted] If this were the case, it is highly likely problems would resurface in the near future including irregular tire wear and the vehicle pulling to the right as it does now.The President of Farrish also stated that his offer is valid for week from January 20, 2015, which we believe demonstrates his attempt to pressure us into accepting his repair approach and deter us from seeking the assistance of a third party like the Revdex.com to help facilitate an equitable resolution, as reaching a mutually agreeable resolution could take longer than one weekPlease let us know if you would like copies of any of the alignment diagnostic reports or repair estimatesWe are happy to share any documents you would like to see Regards, [redacted]