Grand Prix Subaru

STAY AWAY! The customer service at this location was horrific! I brought in a car Friday morning with an appointment and I was told the car would be looked at by 2:00 p.m. at 3:00 I called and the car still hadn't been looked at. Around 5:30 I received a phone call that my car would not be looked at until Saturday. First thing Monday morning I called regarding the status of my vehicle only to be told it still had not been looked at but was assured it would be looked at right away. By mid-day it still had not been looked at. When I called in the late afternoon they had just finished looking at the vehicle and determined that the damage was extensive. Perhaps had they looked sooner some of the damage may have been repairable. The staff repeatedly gave unrealistic time lines and were not helpful in answering questions. I asked that the license plates be taken off my car and they said they had done it and when I came to pick them up the service woman Emily pretended to look before telling me she didn't know where the plates were. Subsequently the plates were completely missing the place the car was towed said that the vehicle arrived without plates but Grand Prix Subaru couldn't find them. A missing plates police report was then needed. Since the last known place that the plates were was a the dealership the police needed the dealership to make the report which the general manager refused to do despite not having to take any responsibility for the plates it was just a matter of saying that the plates were here they don't have them (which I am not convinced of as they said they were taking off the plates and suddenly they went missing). It resulted in wasting my entire day dealing with the police eventually the police had to go to the dealership to compel the general manager to say that he didn't have the plates and didn't know where they were so the report could be made to unregister the car and take it off my insurance. The failure to do this in a timely manner cost me a month's worth of registration and paying additional insurance on a car I no longer owned. They were rude. I completed an online survey regarding the lack of communication and unrealistic timelines as well as perceived dishonesty of the dealership staff to which I received a phone call and was yelled at by the service manager Clinton D[redacted] regarding how my feedback is not legitimate and how his staff did not treat me the way I indicated in the survey. If you are not willing accept constructive feedback don't ask for it. My feedback was to provide more accurate information or don't give information and say we don't know when we'll ____ but we'll be in touch, I would have not been so upset. Don't say you are going to do something and then not. Being yelled at about my feedback made the experience so much worse.

Review: I have attempted to remove myself from Grand Prix Subaru's automated service reminder system numerous times. I've sent emails, and used their automated "opt out" phone system, but I continue to receive phone calls advertising/soliciting their Service Department. This morning at 10:25AM, I received another phone call to have my vehicle serviced. I live approximately 5 hours from the dealership, and therefore will NOT be using their service department.Desired Settlement: I do not wish to be contacted by your organization. Please remove my phone number and email information from your system.

Business

Response:

We apologize for any inconvenience this has caused. We will take the necessary steps to have this customer

removed from our calling list.

Thank you

Sincerely,

Grand Prix Subaru

Consumer

Response:

[redacted]:

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 husband went in for service earlier this afternoon to have his tires changed. At the end of the tires being changed, a service advisor had come up to him and told him that they broke one of the screws/nuts on the tire and that HE was going to be responsible for the charge. As my husband does not speak the best english, I had sent my son there who had questioned what the charge was for when he was told that they had broken a piece off while trying to get the tire off and that my husband would in fact be responsible for the fee. I am not understanding why we would be responsible for lack of caution done by YOUR service advisor. My son had told them to do whatever they have to do then and to just know that they lost a customer (who has already purchased vehicles & parts from you) and your service advisor Nick B[redacted] responded with "That's Fine." I have a copy of the receipt to provide and I have called and left a message for Clinton and am waiting for a response. I would like to speak to the service manager or whoever else would be able to assist me with this AS SOON AS POSSIBLE as I am VERY unsatisfied with not only the service but the customer service within this facility.Desired Settlement: Billing Adjustment

Business

Response:

I have left a message for [redacted], so that I may better understand in her own words what transpired. It seems to me that if we made an error we will 100% take responsibility and refund her the disputed amount. However there are instances where a vehicle will be maintained elsewhere prior to visiting out facility; as a result improper work could have been performed. In the case of a broken wheel bolt, that is often caused by over-torqueing during a previous service. Over 28,000 passed between their two most recent visits which leaves a question about service.My desire would be to resolve this and cover them any wrongdoing on our part.Very truly yours,Dan R[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: I was happy with my 2012 used Impreza purchase, until I realized the odometer was reset. They told me the car had 30,000 miles on it, but the odometer only read 80. I didn't realize it until after my purchase. I complained and they offered to exchange it, so I bought a different 2012 Subaru Impreza. As part of the purchase, they gave me a $325 service credit. After I complained about them on [redacted], they deleted my credit. The manager told me I could get the credit back, only if I deleted the review.Desired Settlement: I want the $325 credit I was told I would receive as part of my purchase.

Business

Response:

[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

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:

They are not being honest. I was not told about the odometer issue prior to the purchase. It was not listed in the vehicle history report I was showed and I was not shown a manufacturer service repair record. If it was listed, I wouldn't have purchased the car with the odometer issue and then wanted to return it. They gave me the credit as part of the exchange for all of the trouble I went through and the numerous visits I had to make to the dealership. It was negotiated as part of the purchase, not a gesture of goodwill.

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

Sincerely,