Grand Prix Subaru

[redacted] account is not entirely accurate, I have detailed the discrepancies below.  Overall, we worked diligently to serve [redacted] and as such offered her a credit as a form of goodwill.  Our offer of goodwill was voided when she published deceptive statements...

contrary to the efforts put forth by myself and the entire Grand Prix Subaru team.  While working to satisfy [redacted], we offered many things including unwinding the sale of the original vehicle and allowed her to choose from multiple vehicles.The mileage concern she speaks of was never an issue of deception.  When advertised the correct mileage was displayed; the issue relates to a new cluster being installed in the vehicle which was corroborated by:1) Vehicle history report2) Manufacturer service repair recordsIn conclusion, we are only seeking her equal participation in the overall spirit of working together. Very truly yours,Dan

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 and the matter has been resolved.
Sincerely,
[redacted]

The checks are coming separately as they are for different amounts.

We resolved the complaint, an error was made on our part with regard to the amount of money that was to be refunded to the customer. We have since sent out a check for the full amount.

To whom it may concern: The customer is stating a concern over the belts being installed on his car, I have not had the opportunity to meet or discuss the situation with [redacted] beyond email.I am happy to accommodate his request to take care of any belt replacement he was promised.At this...

point, all I ask is that he call me to discuss what he feels was done wrong, if we made an error in the repair then I will gladly refund him the disputed amount. Very truly yours,Daniel S. R[redacted]

The customer purchased a vehicle and had the issues described below:   1)      With regard to the warranty coverage that was offered and sold versus what was provided, this is a misunderstanding.  The warranty that was sold was a comprehensive, “bumper to bumper”...

warranty which does cover most everything that is non-wear and tear rela[redacted].  It was a Subaru genuine extended warranty. 2)      The refund for the warranty is a lengthy process due to the way in which funds are returned back to the dealership.  After the warranty company receives payment it requires a formal request to be sent including the odometer statement.  Payments are received from the warranty company throughout the month, however we only issue checks once per month.  As a result of the process it does in fact take months for a check to be sent to a customer, even after initial cancelations have been received. 3)      The damaged rim which was to be replaced with a newly ordered rim took a while to arrive due the vehicle’s rarity.  Previously the wrong rim was ordered and we wanted to be sure that the correct rim was in stock before releasing the rim.  There was no lie, only confusion over the correct rim.   Staff members listed in the complaint, [redacted] was terminated and [redacted] was repositioned as a result.   At this point in time all requests on the part of the customer have been met including the full refund and the customer is on good terms with Grand Prix Subaru.   [redacted] Grand Prix Subaru [redacted]
[redacted]
[redacted]
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have sent emails to business explaining that I wanted correspondence in writing instead of over the phone.  I forwarded my emails over to Revdex.com with attached invoices as backup to my complaint.  Not only was the belts not replaced but I was charged for oil filter disposal that I was never informed about prior to getting my oil change.  I was quoted a price for the oil change and was surprised when I received the oil filter disposal charge as well which all the other auto shops did not charge me for.  To make matters worse, the belt was not replaced.  I stated in my email to Daniel R[redacted] (Manager) that I want the same price as Pit Stop in [redacted] will charge me for the belts which is half of what grand prix subaru charged me and a refund for the oil filter disposal.  Daniel R[redacted] still has not replied and two days have gone by.
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved...

because:

[Your Answer Here]
 
 
It has been almost two weeks and I have not got back my refund  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

There was not an overcharge:As a matter of clarification the cost to register your car in New Jersey is a factor of more than just the state’s fees.  Additional monies are collected and used on your behalf through the utilization of a service, this expediting service costs $125. Your...

unused DMV fee is $68.50, which again is a factor of the $350 collected less:1)      $156.50 NJ DMV2)      $125 Expediting service (including [redacted]) Dan R[redacted]

We were waiting to issue the refund check because the customer had a Loan on the Vehicle with Chase Bank N.A.
I was trying to verify if the loan was paid or not because as per our dealer agreement, we need to issue the check
to both the bank and the customer.  If the vehicle was paid in...

full, I need proof that it was paid and then I can issue the
check to the customer.  I have never received a phone call or email from this customer about this issue.  I had spoken to
Subaru on Sept. [redacted] with the above response.  They called me back on Sept. [redacted] to let me know that the loan was paid off.
Even though I did not have the proof I was going to issue the check today.  I assumed Subaru was contacting the customer, since they had spoken before.  I had called the customer myself and left a message at the end of August to verify the loan status.  I did not receive a call back from the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The check that was sent to me which I received today was only $68.50.  Per Daniel R[redacted], he will be refunding me the expediting fee but this is not included in the check that I received today. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 My car had a loan with Suraru Motors Finance, which was directly offered by Subaru of America. After my car was paid in full at July ** 2014, I called Grand Prix Subaru 14 time in the total of 82 minutes. I faxed over the statement shows my car was paid in full to Grand Prix Subaru at August **, 2014. I also requested Subaru Motor Finance fax this dealer a copy of statement. The finance department never answered my call or returned my call. That's why I have to call Subaru of American every time, at least, in most of time I can spoke with some one. 
They had got my refund check since August [redacted], 2014. Attached is the call, fax and email
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I am very sorry to hear that you had an experience which was less than satisfactory and I personally apologize for the error in how you were treated.  During our conversation I became quite concerned over your complaints and began an investigation resulting in a through review of our policy and...

procedures.  We also conducted a retraining of all staff not just those involved in your complaint.Disciplanry action has been taken towards the employee as well with a very stern pentaly and severe conseqence for another infraction.  This was the first such instance where a complaint had been made against said employees, which was a deciding factor in the resolution.We are 100% committed to customer satisfaction and have been doing so as a family business since 1957.Please feel free to reach out to me with any concerns or questions now or in the future.Very truly yours,[redacted]

Review: I cancelled my extended warranty offer by Subaru of American at July [redacted]. My car was sold at July [redacted] and car loan was paid in full at July [redacted]. I called, and faxed this dealer more than twenty time in the past 8 weeks. They never called me. This dealer hold the refund check since August [redacted] 2014. When I called Subaru of American request refund check, they ignored my request and still hold the refund check.

According Subaru of American, it will take dealer a week to sent out the check, so I ask this dealer refund the check, plus 8.275% interest every day starting August [redacted], plus $35 delay fee. This is how much they charge customer if I failed to pay car loan on time.Desired Settlement: Sent me the refund check of $$1,1178, plus $97 interest, plus $35 delay fee, in the total amount of $1,310.

Business

Response:

We were waiting to issue the refund check because the customer had a Loan on the Vehicle with Chase Bank N.A.

I was trying to verify if the loan was paid or not because as per our dealer agreement, we need to issue the check

to both the bank and the customer. If the vehicle was paid in full, I need proof that it was paid and then I can issue the

check to the customer. I have never received a phone call or email from this customer about this issue. I had spoken to

Subaru on Sept. [redacted] with the above response. They called me back on Sept. [redacted] to let me know that the loan was paid off.

Even though I did not have the proof I was going to issue the check today. I assumed Subaru was contacting the customer, since they had spoken before. I had called the customer myself and left a message at the end of August to verify the loan status. I did not receive a call back from the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My car had a loan with Suraru Motors Finance, which was directly offered by Subaru of America. After my car was paid in full at July ** 2014, I called Grand Prix Subaru 14 time in the total of 82 minutes. I faxed over the statement shows my car was paid in full to Grand Prix Subaru at August **, 2014. I also requested Subaru Motor Finance fax this dealer a copy of statement. The finance department never answered my call or returned my call. That's why I have to call Subaru of American every time, at least, in most of time I can spoke with some one.

They had got my refund check since August [redacted], 2014. Attached is the call, fax and email

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Grand Prix Subaru did not return my 2011 Mazda 3 until 2 months after I returned it to them. I leased a 2015 Cr[redacted]trek, upon leasing this vehicle, I returned the previous lease I had, a 2011 Mazda 3. My salesman, Karan B[redacted], assured me that he returned my Mazda * on March **, 2015. Two months later, I was sent 2 certified letters regarding my overdue bill on my 2011 Mazda 3, a car I returned on March **, and was told by Karan and the general manager, Dan R[redacted] that they returned my vehicle already. I contacted the Mazda dealership that Karan told me he brought my Mazda back to, Wantagh Mazda. The General Manager at Wantagh Mazda told me and sent me proof that Grand Prix Subaru did not return my vehicle until May **. It was finally grounded on May **. Chase then sent me a new bill stating $3000 worth of damage. I gave the car back with a missing drivers side hub cap, worth $30. I then had to take it into my own hands, because Dan R[redacted] would not return my phone calls, and he was telling me information that I had already found myself, and told him. He was not helpful at all, and with my persistence, I got the damage charges dropped, and the late fees for the missing Mazda, that was not in my possession for any of the damage. I believe that Subaru owes me a monetary value for the trouble and stress they put myself and my credit through. They are the worst dealership I have ever dealt with. People need to know not to trust them with lease returns. This was a simple task that was reassured to me that it would be done in a timely fashion. It did not happen this way, and now after 5 months of problems, I solved the issue on my own. I would never return to Grand Prix Subaru, and I would tell anyone interested in a Subaru not to go to this dealership. Dan R[redacted], Vinny O[redacted]i and Karan B[redacted] all steered me in the wrong direction when it came to this lease return. They have terrible customer service, and do not deserve more business.

Review: I have multiple issues with this unethical business. I will begin at the date of purchase. I purchased a 2015 Subaru Sti Launch Edition at the end of October 2014. I was tricked into getting the extended warranty and told "it covers everything." It was my fault for not reading all the fine print but I trus[redacted] the saleswomen, [redacted]. When I picked up the car I relized the warranty does not cover "everything" as [redacted] sta[redacted]. [redacted] told me I can cancel the warranty anytime for a full refund. In total I paid $2,500 for the extended warranty. I bought the extra wheel and tire package plus the 7 year warranty. I tried calling [redacted] the last 2 weeks of November and I never recieved a phone call back. She finaly called my back on 12/*/2015 she said she would "take care of it." [redacted] sent in the paperwork on 12/*/2014, I have proof. I called and spoke with [redacted], [redacted], [redacted] and [redacted] on or about 1/**/2015 injuring as to when my refund should get to me by. [redacted] did not return my phone call. I spoke with [redacted] on 1/**/2015 and he said the transaction was processed and I will recieve the refund. On the 1/**/2015 [redacted] said she would verify with [redacted] and [redacted] that the transaction was processed. The Last we spoke was that date and the last thing [redacted] told me was that she will call me if there is any issues, besides that I should be recieving the money within about 4 weeks. I star[redacted] getting worried that my check never came or was reduced from the principal of the loan so I called yesterday 2/**/2015. I was told by [redacted] that my check was never even processed in th first place. So now I have to start this entire process over again. I am furious that I was lie dto and manipula[redacted] for 3 months now.

Before this incident I had another probelm with this dealership. When I purchased the vehicle it had a crack in the top portion of the rim. On the date of purchase [redacted] and [redacted] said that they ordered a new rim and it will be there in no less than a week. Well, it took over a month for me to get there and of course no one returned my phone calls for the first couple of weeks. [redacted] originally told me that she would call me in a few days to let me know that the rim is in stock and to find out if I am enjoying the car. I also told [redacted] that I would need a rental car on this day and her excat words were "I promise you will be able to get a rental car." So after 5 weeks I finally found out my rim was in stock. I called twice to make sure the rim was there because I did not trust the dealership at this point. I was assured it was in stock and th eman answering the phone sad "yea, i'm looking at it right now." I then asked about the rental car and he said "we never give out rentals on saturdays." I informed him that I was promised a rental and he said there was nothing he can do about it. So, I took my rim off my car and brought it down to be replaced. When I got there the woman in front of me was given a rental. I told th eman giving the rental that I was told they do not give rentals on saturdays and he said "oh, I dont know who told you that." I complained to [redacted] and he said "I'll look into it." I believed I dropped the car off around 10AM and I called at 12pm to see what was taking so long. I was told I will get a call when the rim was put on the tire. I still did not recieve a call back by 2pm then I called again. I was told the same thing and I demanded to speak with a manager because it should not take 4 hours to put a tire on a rim. I then spoke with someone in parts and was told the rim is not even there. At this point I was furious. I had a family member speak with [redacted] and he said he would get me a rim. Then an hour later I get a phone call saying my rim is ready. When I walk in the service area [redacted] was standing there exclaimed "oh,god" and walked very quickly to the front where I could not find her. I wan[redacted] to ask her what is going on and why this whole process is very shady.

I told [redacted] about my dissapointment and I was given a half-hear[redacted] "sorry for the inconvience. I then asked for an explaination and I was told that "I fixed the problem for you" from [redacted]. To this day I still wonder what really happended and why I was lied to.

Throughout thi process multiple staff members were rude and I was told on multiple occasions they would take care of the issues I have experienced. As of last night 2/**/2015 I spoke with agentleman named [redacted]. [redacted] seemed very kind and told me he would personally take care of my issue. I hope he is sincere but I am reluctant to trust anyone from this dealership. I did not want to have to complain but I am at my wits end with this company and the way they treat their customers. I appologize for any spelling errors, I wrote this email in extreme fustration.Desired Settlement: I want a full refund of the $2,500 I spent on the extended warranty and Rim protection package. I also would like interest since December the same $35 fee that I would of been charged if I were late on a payment. I would also like a sincere appology and truthful explaination of what really happened the day I brought in the Rim. In total the refund I feel is fair to recieve would be $2,650.14. That would be the $2,500 + $80.14 for 2 months interest and $70 for the 2 month late fee.

Business

Response:

The customer purchased a vehicle and had the issues described below: 1) With regard to the warranty coverage that was offered and sold versus what was provided, this is a misunderstanding. The warranty that was sold was a comprehensive, “bumper to bumper” warranty which does cover most everything that is non-wear and tear rela[redacted]. It was a Subaru genuine extended warranty. 2) The refund for the warranty is a lengthy process due to the way in which funds are returned back to the dealership. After the warranty company receives payment it requires a formal request to be sent including the odometer statement. Payments are received from the warranty company throughout the month, however we only issue checks once per month. As a result of the process it does in fact take months for a check to be sent to a customer, even after initial cancelations have been received. 3) The damaged rim which was to be replaced with a newly ordered rim took a while to arrive due the vehicle’s rarity. Previously the wrong rim was ordered and we wanted to be sure that the correct rim was in stock before releasing the rim. There was no lie, only confusion over the correct rim. Staff members listed in the complaint, [redacted] was terminated and [redacted] was repositioned as a result. At this point in time all requests on the part of the customer have been met including the full refund and the customer is on good terms with Grand Prix Subaru. [redacted] Grand Prix Subaru [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. [redacted] has been very helpful and exceeded my expectations in helping me resolve this issue.Sincerly,

Review: Today I was shopping for a new car at the Grand Prix Subaru dealership at [redacted] in [redacted]. I first met with Sales Consultant [redacted]. After my test drive, I was asked to hand over the keys to my current car so it could be inspected, which I was told would consist of checking the condition of the car and confirming the mileage.

After I handed over the keys, [redacted] came back, discussed the valuation of my car, and we continued with the sales process. She ultimately gave me a price of over $26K for a new Forrester. I let her know that I received a price of $25K from another dealer. She said she would speak with her [redacted]. A few minutes later [redacted] comes over and tells me there's no way I could have received a price of $25K from the other dealer. He then goes on to tell me that while he was "inspecting" my car, he went through my personal belongings. I had paperwork from the other dealer in the car and he said he went through the paperwork they gave me and confirmed there's no way they gave me that price.

Two things about this despicable display:

1. I feel violated. I don't know what else he went through while he was looking through my personal belongings, but this was most certainly an invasion of my privacy. Giving a dealership the keys to my car to do an inspection in no way negates my expectation of privacy.

2. Just for the record, I did receive a price of $25K from the other dealer.

The [redacted], [redacted], was completely in the wrong. He had no right to touch my personal belongings, much less go through them.

I’ve never worked with a dealer who violates potential customers and, just to add insult to injury, also accuses them of lying.Desired Settlement: Also want it on record about this practice by this [redacted]. Others should be forewarned about him touching and going through personal belongings!

Business

Response:

I am very sorry to hear that you had an experience which was less than satisfactory and I personally apologize for the error in how you were treated. During our conversation I became quite concerned over your complaints and began an investigation resulting in a through review of our policy and procedures. We also conducted a retraining of all staff not just those involved in your complaint.Disciplanry action has been taken towards the employee as well with a very stern pentaly and severe conseqence for another infraction. This was the first such instance where a complaint had been made against said employees, which was a deciding factor in the resolution.We are 100% committed to customer satisfaction and have been doing so as a family business since 1957.Please feel free to reach out to me with any concerns or questions now or in the future.Very truly yours,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My boyfriend and I were first time buyers and were completely taken advantage of. The salesman asked me to leave a $500 check as a deposit for him to a find a car for my boyfriend and myself, and told us that if we did not like that car or if they couldn't find what we wanted our check would be returned. They cashed the check that very same day and we did not hear back from them. We found a car with another dealer and Grand Prix Subaru still has not returned our deposit. It has been almost six months since they cashed our check, and despite numerous phone calls, visits, and a signed notice from the dealership manager promising to mail out a check that week, we still have not been refunded.Desired Settlement: To be refunded our deposit, as promised.

Business

Response:

Tell us why here...We refunded the deposit on June [redacted], 2015 and mailed to the customer.There was a mis-communication between the sales manager at the showroom and the accounting office whichis at a different location. We apologize for the inconvenience.Grand Prix Subaru

Review: Left a $500 cash deposit close to 2 months ago. The deal fell through and I requested a refund on my deposit. I have made multiple phone calls and this issue is still not resolved.Desired Settlement: $500 refund in a timely matter.

Business

Response:

We sincerely apologize for the delayed refund of your deposit and hope we have not inconvenienced you much. At this point your refund has been processed and the check sent out to your home address. If there is anything that I may be able to assist with going forward, please do let me know. Very truly yours,DanDaniel S. R[redacted]General ManagerGrand Prix Subaru[redacted]