Grand Subaru LLC

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.
Sincerely,
[redacted]

They should rename the place "Grand Suckaru"
Poor vehicle service. Poor customer service. Poor management.
On July 16,2016, I dropped my 2014 Subaru Forester (34,400 miles) off for the 30K Mile service. This service is a major service and costs around $500.00. I also requested that my vehicle be cleaned, waxed, and vacuumed, for an additional$125.00. 3 hours after I dropped off my car, the dealership calls and tries to sell me on $1000.00 in additional "repairs". Some items of which should be included in the 36K mile warranty.
The service department at Grand Subaru refused to repair the following items:
1. Child-safe door lock does not function-unlatch. (Driver's side)
2. Brake lights are not working properly
3. Windshield wipers are worn out
4. Vehicle alignment
5. Battery test/replacement (I recently received a notice because it is recalled!)
After repeated discussions with the service Dept (Anthony) and the manager (Ryan [redacted]); They refused to honor the vehicle warranty. I paid $500.00 for the 30K mile service, and was the car was given back to me dirtier than when I dropped it off. It had grease marks on the hood and steering wheel, and the service department didn't even attempt to clean the vehicle.
I 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 attempted to contact Mr. [redacted] by phone and email since receiving this complaint, we have not heard back from Mr. [redacted]. We did review these concerns previously and due to the circumstances we offered to reimburse the difference to match a [redacted] discounted purchase, install the...

following accessories at no charge and unfortunately would not renegotiate the trade in value.

Melissa [redacted] handled our internet purchase of our 2015 Subaru Outback & made it a very positive experience😄 I would give Grand Subaru a 10 out of 10 & recommend their dealership to my friends. Joe & Charlotte [redacted]

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, 2015/01/21) */
Contact Name and Title: [redacted] Executive
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@grandsubaru.com
Mr. [redacted] ordered a 2015 Subaru Outback from Grand Subaru on 9/17/14 with a deposit of $500.00. Mr. [redacted] came...

to the dealership on 1/14/15 to take delivery of the car. Since 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 credit. Mr. [redacted] responded that this was alright because the car was actually for his mother. We proceeded with the paper work after Ms. [redacted] qualified for a bank loan. The sales consultant originally suggested the purchase of an interior and exterior package which was never denied. When Ms. [redacted] was introduced to our business manager she proceeded to sign the necessary documents until reviewing the finance terms. The payments quoted included the protection package. Mr. [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 accept. After 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 conditions. Per our agreement with the banks with do business with we could not process with this straw purchase.

Initial Business Response /* (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 2006 Ford Taurus with over 103,000 miles on the...

odometer. As the consumer stated this vehicle was sold "as is". The following morning we received a phone call about an issue with the front end. When we requested the car be brought in for inspection we were advised the repairs were already done. If nothing else we deserved the opportunity to inspect the vehicle. Consumer was advised the vehicle was sold "as is".
Initial Consumer Rebuttal /* (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 not. I 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 RIGHT. ALL I HAD TO DO WAS ASK. I ASKED AND WAS TOLD NO, TOO BAD FOR YOU!
Final Business Response /* (4000, 9, 2014/03/07) */
The written contract was for the purchase of a 2006 Ford Taurus with 103,000 miles. The 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 purchase. We do stand behind our work but not under the circumstances as stated earlier. We should have been given the opportunity to inspect the consumers concerns prior to repairs being performed by his mechanic.
Final Consumer Response /* (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 practices. This is not addressed in the response. Furthermore, if Grand Subaru wanted to act in good faith, they would have reached out to my mechanic to discuss. How 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:
1. Fraudulent high pressure sales tactics (this did happen).
2. Failure to keep oral promises.
3. Selling an unsafe car to drive on the road.
4. Failure in good faith to discuss with the other mechanic the condition of the car.
5. 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 43 days Grand Subaru owned the car!

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 Sales. The price they quoted was $2K less than every other Subaru dealer I went to. I got the car in less time than quoted and they even added an option after delivery Communication with Mike via cell and email was fantastic. The whole process was excellent with no typical car salesman high pressure tactics. It was Almost like buying a car from a friend. Financing was painless and took about fifteen mins tops. I will definitely recommend Grand Subaru to my friends and coworkers

Initial Business Response /* (1000, 5, 2014/05/22) */
Contact Name and Title: [redacted] General Ma
Contact Phone: (XXX) XXX-XXXX
On April 7, 2014 we sent a check to [redacted] Bank NA for $2,072.00. Copy attached. We followed up this morning with the bank and were advised that to date...

they do not show receiving it and crediting Mr. [redacted]'s account. We will today stop payment on the check and reissue another check to be sent to the address provided during our phone call.
Consumer Response /* (3000, 12, 2014/07/28) */
The business said they mailed a check back in May but that check still has not been received or been credited to my [redacted] auto loan.
Business Response /* (4000, 14, 2014/07/29) */
on 7/28/14 we sent another check number XXXXX to [redacted] Mr. [redacted] was advised if this check does not reflect in his account in 10 days we would personally hand deliver a check. Due to privacy laws the bank will not allow us to discuss the matter with them to determine why they are not cashing the checks.
Business Response /* (2000, 16, 2014/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Warranty refund check has been received and credited towards my account.

I contacted Ms. [redacted] this morning to advise her we were forwarding check number 4471 for $1,995.00 to [redacted] today and cancelled the extended service plan.

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.

Initial Business Response /* (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 2015 Subaru Outback from Grand Subaru on 9/17/14 with a deposit of $500.00. Mr....

[redacted] came to the dealership on 1/14/15 to take delivery of the car. Since 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 credit. Mr. [redacted] responded that this was alright because the car was actually for his mother. We proceeded with the paper work after Ms. [redacted] qualified for a bank loan. The sales consultant originally suggested the purchase of an interior and exterior package which was never denied. When Ms. [redacted] was introduced to our business manager she proceeded to sign the necessary documents until reviewing the finance terms. The payments quoted included the protection package. Mr. [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 accept. After 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 conditions. Per our agreement with the banks with do business with we could not process with this straw purchase.

would seriously re-consider buying from this dealership. During my purchasing process, I made numerous appointments where the salesman was a no show, or showed up late. Was given the run around on numerous occasions. Was frequently lied to. Couldn't never get a straight answer. If you do have to deal with them, you might get the opportunity to work with the the finance department, and Joe Haga. This guy is incredibly rude. Was told at one point that "I don't dictate things here" during our conversations. Had 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 pay. Overall it was not a truthful of comfortable experience.
.

Ordered a vehicle at this dealership, waited for it to arrive 5 weeks. Upon 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 day. It 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 dealership. He 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 altogether. They returned my down payment via. credit 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 dealership. They did state that they would be looking into the situation further with the dealership, but weren't able to do anything more.