Grand Subaru LLC

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Contact Name and Title: [redacted] , Executive Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @grandsubaru.com The original tax transaction was incorrect however caught and fixed by our office staffThe customer received a copy of the original transaction not the secondAll taxes were paid per the contractSince the customer had contacted us earlier and no explanation was given we sent the customer a check for the $We have a copy of the second [redacted] #XXXXXXXXX showing the corrected tax Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/10) */ Contact Name and Title: [redacted] GM Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @grandsubaru.com There was a major misunderstanding between my sales dept., finance deptand Mr***The issue has been resolved to Mr***'s satisfactionHe will be picking up his brand new car the week of 11/10/

Initial Business Response / [redacted] (1000, 5, 2014/02/28) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @grandsubaru.com On the evening of Tuesday, February XX XXXX we sold this consumer a used Ford Taurus with over 103,miles on the odometerAs the consumer stated this vehicle was sold "as is"The following morning we received a phone call about an issue with the front endWhen we requested the car be brought in for inspection we were advised the repairs were already doneIf nothing else we deserved the opportunity to inspect the vehicleConsumer was advised the vehicle was sold "as is" Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was a oral representation that the dealer woulds solve the problem and did notI did not trust the dealer to do the right thing and they did not As requested by the GM I did bring in the car for inspection, along with the used parts and still they did not "make it good" as promised The Salesman committed Fraud via unfulfilled oral promise The general manager refused to speak to the repairing shop Furthermore, their salespeople used high pressure sales techniques NEVER would I do business w/these people again and I suggest that no one else does either, an awful experience I WAS TOLD BY THE SALESMAN THAT GRAND SUBARU STOOD BEHIND THEIR WORK AND IF THERE WAS A PROBLEM THEY WOULD MAKE IT RIGHTALL I HAD TO DO WAS ASKI ASKED AND WAS TOLD NO, TOO BAD FOR YOU! Final Business Response / [redacted] (4000, 9, 2014/03/07) */ The written contract was for the purchase of a Ford Taurus with 103,milesThe attached signed buyer's guide shows the warranty "as is - no warranty"The attached signed we owe shows "nothing owed or promised"This consumer had the opportunity to have the car inspected prior to purchaseWe do stand behind our work but not under the circumstances as stated earlierWe should have been given the opportunity to inspect the consumers concerns prior to repairs being performed by his mechanic Final Consumer Response / [redacted] (4200, 11, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Oral representations that are made and not honored are not good faith business practicesThis is not addressed in the responseFurthermore, if Grand Subaru wanted to act in good faith, they would have reached out to my mechanic to discussHow as a consumer can I trust someone to perform work that they did not catch in the first place? Grand Subaru is upset because I did not pay them to perform repairs In conclusion, the Grand Subaru response does not address the following: Fraudulent high pressure sales tactics (this did happen) Failure to keep oral promises Selling an unsafe car to drive on the road Failure in good faith to discuss with the other mechanic the condition of the car As the consumer, it is the responsibility of the seller to understand the condition of the goods/services that they are selling, failure to do so accurately is Grand Subaru's issue, not mine I am sick and tired of the tired excuse, "the customer did not give us a chance to inspect the consumers concerns prior to repair by his mechanic"They had plenty of opportunity for inspection in the days Grand Subaru owned the car!

They should rename the place "Grand Suckaru" Poor vehicle servicePoor customer servicePoor managementOn July 16,2016, I dropped my Subaru Forester (34,miles) off for the 30K Mile serviceThis service is a major service and costs around $I also requested that my vehicle be cleaned, waxed, and vacuumed, for an additional$hours after I dropped off my car, the dealership calls and tries to sell me on $in additional "repairs"Some items of which should be included in the 36K mile warrantyThe service department at Grand Subaru refused to repair the following items: Child-safe door lock does not function-unlatch(Driver's side) Brake lights are not working properly Windshield wipers are worn out Vehicle alignment Battery test/replacement (I recently received a notice because it is recalled!) After repeated discussions with the service Dept (Anthony) and the manager (Ryan ***); They refused to honor the vehicle warrantyI paid $for the 30K mile service, and was the car was given back to me dirtier than when I dropped it offIt had grease marks on the hood and steering wheel, and the service department didn't even attempt to clean the vehicleI received very poor service and feel offended that the dealership not only will not honor their warranties, but also gave me back a filthy vehicle

We have contacted Mr [redacted] to review the concernsOur records indicate we reviewed all suggested repairs for approval with Mrs [redacted] prior to the work being performed,the work was approvedFor the sake of customer satisfaction we have agreed to reimburse Mr [redacted] $The check will be mailed to his residence

I heard about Grand Subaru from their excellent reviews on [redacted] Subaru enthusiast sites and from a coworker at work whose brother just bought a used Subaru...I recently bought a new car here and dealt with Mike [redacted] of Internet SalesThe price they quoted was $2K less than every other Subaru dealer I went toI got the car in less time than quoted and they even added an option after delivery Communication with Mike via cell and email was fantasticThe whole process was excellent with no typical car salesman high pressure tacticsIt was Almost like buying a car from a friendFinancing was painless and took about fifteen mins topsI will definitely recommend Grand Subaru to my friends and coworkers

I contacted Ms [redacted] this morning to advise her we were forwarding check number for $1,to [redacted] today and cancelled the extended service plan

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Contact Name and Title: [redacted] Executive Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @grandsubaru.com Mr [redacted] ordered a Subaru Outback from Grand Subaru on 9/17/with a deposit of $Mr [redacted] came to the dealership on 1/14/to take delivery of the carSince the purchase was going to be financed thru a bank, we ran a credit check for Mr [redacted] After reviewing the application Mr [redacted] was advised that we could not provide him with creditMr [redacted] responded that this was alright because the car was actually for his motherWe proceeded with the paper work after Ms [redacted] qualified for a bank loanThe sales consultant originally suggested the purchase of an interior and exterior package which was never deniedWhen Ms [redacted] was introduced to our business manager she proceeded to sign the necessary documents until reviewing the finance termsThe payments quoted included the protection packageMr [redacted] questioned the amount and advised the business manager that he did not want the protection package on his car and since he was the one making the payments he would decide whether or not he would buy a protection package and what monthly payments he would acceptAfter hearing that the purchase was for Mr [redacted] and not Ms [redacted] the business manager stopped the transaction and advised them that we could not sell them a car under these conditionsPer our agreement with the banks with do business with we could not process with this straw purchase

would seriously re-consider buying from this dealershipDuring my purchasing process, I made numerous appointments where the salesman was a no show, or showed up lateWas given the run around on numerous occasionsWas frequently lied toCouldn't never get a straight answerIf you do have to deal with them, you might get the opportunity to work with the the finance department, and Joe HagaThis guy is incredibly rudeWas told at one point that "I don't dictate things here" during our conversationsHad less than perfect credit and was treated like he was doing me a favor despite the fact that money would be made off me with the high rates I was willing to payOverall it was not a truthful of comfortable experience

Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ Contact Name and Title: [redacted] Executive Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @grandsubaru.com On 2/5/we made a change in our finance departmentMr [redacted] is no longer in our employMr [redacted] 's request as been processed on 2/Check number XXXXX for $2,was sent on 2/25/

Ordered a vehicle at this dealership, waited for it to arrive weeksUpon arrival, the vehicle needed a minor body panel adjustment performed before it would be acceptable to purchase, however all the service technicians had gone home for the dayIt was agreed that I would return the following day to complete the sale after the vehicle was adjusted A half hour after leaving, I received a phone call from the Sales Manager at the dealershipHe stated that since I was not completely satisfied, they did not want to risk a non-perfect customer survey, so they were canceling my order altogetherThey returned my down payment viacredit card charge reversal, and they were done with me as a customer Subaru of America was understanding about the situation, however they couldn't offer me anything other than re-placing my order at a different dealershipThey did state that they would be looking into the situation further with the dealership, but weren't able to do anything more

Initial Business Response /* (1000, 5, 2015/02/09) */
Contact Name and Title: *** *** Executive
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grandsubaru.com
We contacted Mr*** 2/9/and resolved the concerns to his satisfaction

Okay so I would like to begin by saying never in my entire life have I ever had such good salesmanship absolutely and utterly destroyed by such poor managementMy experience at Grand Subaru was one of the worst I've ever had anywhere while trying to purchase a carHow a place like Grand Subaru, with management as they have, is still afloat is beyond meGrand Subaru needs to reevaluate what terrible temperamental managers they employAfter hours of peaceful negotiation with my sales associate the manager comes over to introduce himself and within two minutes of him sitting down and me not being able to put money down to complete the sale, the manager's face begins to boil red in angerThe worst part is yet to come thoughAfter I acknowledge that I've spent too much time waiting here playing the car dealerships games the manager instantly bolts up from his chair in aggression and yells "Fine I don't need to sell you a car, I'm not selling you a car, get out"And right there was the last time I'll ever be back at Grand SubaruI hope nobody else is ever forced to deal with the incredibly rude management Grand Subaru employs or the tricks this place plays on unsuspecting new car buyers
I do however have to say my sales associate Wendy was one of the friendliest employees I've ever had the pleasure of meeting with while shopping for a new car

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: *** ***, Executive
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@grandsubaru.com
The original tax transaction was incorrect however caught and fixed by our office staffThe customer received a
copy of the original transaction not the secondAll taxes were paid per the contractSince the customer had contacted us earlier and no explanation was given we sent the customer a check for the $We have a copy of the second *** #XXXXXXXXX showing the corrected tax
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Chris was a pleasure to work with, he always kept me informed about my special orderI could have not asked for better serviceThere should be more sales reps likes Chris and I will recommend him to all of my friends and family, my brother will be visiting him in two weeks to get a new car

Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted] GM
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@grandsubaru.com
There was a major misunderstanding between my sales dept., finance dept. and Mr. [redacted]. The issue has been resolved to Mr....

[redacted]'s satisfaction. He will be picking up his brand new car the week of 11/10/14.

Initial Business Response /* (1000, 5, 2014/07/15) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@grandsubaru.com
The original key was found and sent thru the regular mail which the customer never received. A new key was ordered and...

received on 7/15/14. a message was left for the customer, to let her know we received the new key and to make arrangements to have all the keys including the new one reprogramed, at her earliest convenience and at no charge.

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted], Executive
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@grandsubaru.com
The original tax transaction was incorrect however caught and fixed by our office staff. The customer received a copy...

of the original transaction not the second. All taxes were paid per the contract. Since the customer had contacted us earlier and no explanation was given we sent the customer a check for the $65.00. We have a copy of the second [redacted] #XXXXXXXXX showing the corrected tax.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/26) */
Contact Name and Title: [redacted] Executive
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@grandsubaru.com
On 2/5/15 we made a change in our finance department. Mr. [redacted] is no longer in our employ. Mr. [redacted]'s request as...

been processed on 2/24. Check number XXXXX for $2,316.00 was sent on 2/25/11.

We have contacted Mr. [redacted] to review the concerns. Our records indicate we reviewed all suggested repairs for approval with Mrs. [redacted] prior to the work being performed,the work was approved. For the sake of customer satisfaction we have agreed to reimburse Mr. [redacted] $170.48. The check...

will be mailed to his residence.