Garcia Subaru

Dear Representative,this confirms what we have presented in our first response, The consumer never had the vehicle diagnosed by our service department Additionally, the description of our staff as disrespectful in this situation is absurd! This consumer does not want to accept responsibility for the decisions that she made.Clearing a code is not the same as a diagnostic service appointment, but rather a help to a consumer when the situation is not an emergency.We stand by our initial response.Thank you for your assistance in this matter.KR***Garcia Automotive Group

Complaint: ***
I am rejecting this response because:each time I went in to make an appt, I was dismissedI even tried to get a hold of bill, the service manager I used to deal withNo more will I accept the rudeness from garcia
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reai son the complaint will be closed Answered]

Dear representative,Unfortunately I have been away from my office and unable to address this complaint, but expect to have a  response to you later this week.Thank  you,K. R[redacted]Garcia Automotive Group March 28, 2016Revdex.com of the Southwest7007 Jefferson NE, Suite AAlbuquerque, New Mexico...

87109Re: Consumer Complaint: [redacted] ID #[redacted]Dear Representative,We acknowledge receipt of the above referenced complaint dated March 15, 2016.Our finance producer did make a mistake when entering the contract's first payment due date. We regret this and apologize to the consumer. Mistakes occasionally occur. We made a sincere effort to correct the mistake promptly. All that needed to occur was for the customer to return to the dealership to sign a corrected contract.We cannot pay-off a customer's trade-in until the final paperwork is in place. This did not happen in a timely fashion because of the consumer's work schedule, his being out of town and arriving at the dealership when it was closed. We wanted him to sign the corrected contract as soon as possible. All he needed to do was drop by when the dealership was open. We had no reason to want to delay paying off his trade-in. We tried to leave reminder messages for the customer, but his phone said the voice mail on his phone was not set-up. This resulted in delay in the pay-off, much of which was not within our control.The corrected contract was available for the customer to sign when he finally came in to sign it, and we paid the trade-off promptly thereafter. We have recently verified with the credit union that the loan does show as fully paid off.Once we learned that there was an issue about the customer's credit union treating a payment on his loan as delinquent, we wrote to the credit union to explain the situation, at the customer's request. Attached is a copy of our letter to the credit union (sent in January, 2016), which we understood from the customer at that time was what would be necessary to clarify and correct the delinquent payment record on his account with the credit union and any credit report.After we received this Revdex.com complaint, we made a call to the credit union on (March 16, 2016), and were told by "[redacted]" in their customer services department that the customer will need to initiate a challenge/protest to the negative payment reporting entry for the loan directly with the credit reporting company, Experian. ([redacted] stated "Experian" is the only credit reporting company the credit union uses.) We understand that the challenge/protest can be made online with Experian. The challenge/protest will as we understand it then cause the credit reporting company to contact the credit union, who will not oppose the challenge/protest, and that should lead to removal of any negative payment report regarding this now paid off loan.We would expect the credit union and Experian to cooperate in the resolution of the negative payment record on this loan; but unfortunately we have no control over them. We have already sent the credit union in written explanation (in January, 2016), as indicated above.We do have reservations about the customer's description of the extent of any direct effect on his credit score. As we understand it, the credit report should only show one late payment on a now-paid-off loan. However, we are sending the customer a check for $100.00 (copy enclosed), to take care of any costs he may incur for follow up credit reports to verify that the payment delinquency has been removed after he completes the necessary process with Experian. The customer should keep in mind that his ensuing credit score will reflect his entire credit profile, including the new car loan on the vehicle he purchased from us, which may include a higher loan balance than his previous loan.Again, we regret this inconvenience to our customer. Inadvertent mistakes occasionally occur with the complex forms, processes and programs we must use. We believe we have been reasonable in our response since this situation came to light.Thank you for your assistance in the matter. Sincerely,K. R[redacted]Garcia Automotive GroupEnclosures

Dear Representative,this confirms what we have presented in our first response,  The consumer never had the vehicle diagnosed by our service department.  Additionally, the description of our staff as disrespectful in this situation is absurd!  This consumer does not want to accept responsibility for the decisions that she made.Clearing a code is not  the same as a diagnostic service appointment, but rather a help to a consumer when the situation is not an emergency.We stand by our initial response.Thank you for your assistance in this matter.K. R[redacted]Garcia Automotive Group

Revdex.com of the Southwest7007 Jefferson NE, Suite AAlbuquerque, New Mexico 87109Re: Consumer Complaint: [redacted] ID #[redacted]Dear Representative,We acknowledge receipt of the above referenced complaint dated February 24, 2016.After investigating the complaint made by the Consumer, I have found no...

documentation on this vehicle for the reason stated in the complaint "check engine light".I have included the vehicle SUMMARY HISTORY DISPLAY (which lists all vehicle service visits), please see the last two visits listed; one on July 3, 2015 for a tire repair and December 23, 2015 for an oil leak, the last visit was after the [redacted] invoice dated December 19, 2015 which was performed at the Garcia Subaru North location.None of the visits in the vehicle history show a complaint for a check engine light issue.If an 02 sensor was the issue that was addressed by [redacted] there may be a possibility that Subaru of America would consider a reimbursement to the Consumer, as that specific part would have been covered by the California extended emissions warranty, in effect at the time of the replacement by Sears.We cannot file for a reimbursement as it is after the fact of replacement and we have no way to prove a diagnosis since we never had the vehicle in our shop for the stated reason.Additionally we are here to provide service and parts to our Customers; it would have been in our interests to assist the Consumer if we had the opportunity to properly diagnose the vehicle.Thank you for your assistance in this matter. Sincerely,K. R[redacted]Garcia Automotive Goup Enclosures

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I  am rejecting Subaru Garcia East response. I was at Garcia's on  November 21 and spoke with Roy in regards to the check engine light being on. His response: dismissing me like I didn't know what I was talking about. All he did was go out to my car and clear the code. NEVER, NOT ONCE did he EVEN have any mechanic look at my car or engine. NOT ONCE!!!!!! He was disrespectful and dismissive with his attitude. I am NOT STUPID AND WILL NOT BE TREATED AS SUCH.